Hotel bellboy's service etiquette knowledge-hotel etiquette

Hotel bellboy's service etiquette knowledge-hotel etiquette

Bellmen stand on both sides of the gate to greet the guests on behalf of the hotel, and at the same time take the initiative to serve the guests. Below, I will share the service etiquette knowledge of hotel bellboy for you, hoping to help you!

Guide the guests to go through the formalities

Guide the guests to report to the registration office. Guests should wait beside when they go through the formalities. When welcoming guests, you should walk two or three steps ahead on the left, with steady steps.

Etiquette when guiding guests

1, the principle of respecting the past and giving priority to rights;

2. The principle of giving priority to women;

3. For the elevator near the door row, employees should open the door for the guests in advance; Ask the guests to go in first, and so is going out.

4, take the initiative to ask the guests to agree to carry luggage;

5, three people walk together, the middle is respect, the right is second, and the left is the end.

Welcome with a smile, bow and say hello, and help unload the luggage.

Smile and nod to welcome the guests to the store, and bow to say hello. Good morning/noon/afternoon/evening! Welcome to visit. ? If you see a lot of luggage, you should take the initiative to help the guests unload the luggage from the car and count the number of luggage.

Be polite in your actions.

Bellman should be polite, quick and steady. Don't kick the luggage. Pay attention to fragile luggage. If guests want to pick up their luggage, they can't take it with them.

Look after luggage

Stand about 1.5 meters behind the guest in a correct posture, take care of the luggage for the guest, and follow the instructions of the guest and the tips of the front desk attendant at any time. Hotel waiter etiquette hotel waiter etiquette.

Send the guests to their rooms.

After the hospitality formalities are completed, you should take the initiative to get the room key from the guest or the front desk and guide the guest to the room. Be enthusiastic and proactive to the guests along the way. When there is a turn, you should turn around and smile at the guests. If the guest has something to go elsewhere, ask the bellboy to take the luggage to the room. At this time, the bellboy should take the number of the guest's room key as the standard. If you don't see the number on the guest's room key, it's just what the guest said, so he should check with the front desk before sending it to the room.

Take the elevator

When taking the elevator, first hold down the elevator door with one hand and ask the guests to enter the elevator first. After entering the elevator, they should stand near the elevator console to facilitate the operation of the elevator. When getting out of the elevator, let the guests come out first. After getting out of the elevator, continue to take the guests to their rooms.

Before entering the room

Ring the doorbell before entering the room, and then knock. Hello! Waiter. ? After greeting three times in a row, if there is a reaction in the room, open the door with the key.

After opening the door

1, first insert the room card into the main switch, immediately exit and return the key to the guest, and ask the guest to enter the room first.

2. After opening the door, if you find the guest's luggage and sundries in the room or the room is not cleaned, you should immediately quit, apologize to the guest and contact the front desk reception urgently. First find a clean room nearby for the guests to rest, and then bring the guests into the room after the front desk staff has adjusted it.

3. After the guest enters the room, if he is not satisfied with the room and wants to change rooms, he should immediately contact the front desk to change rooms for the guest. If the individual wants to change rooms, but he is still not satisfied after changing rooms, and proposes to change rooms or change back to the original rooms, the bellboy should inform the front desk of the results after changing rooms.

Enter the room with the guests.

After entering the room with the guests, put the luggage in the luggage locker or put it away according to the instructions of the guests, and then introduce the facilities of the room and the use of various facilities to the guests. After introducing the room, ask the guest if there are any other orders. When the guests have no other requirements, say goodbye to the guests, thank them and wish them a pleasant stay. And quickly leave, turn your back on the guests, gently pull the door.

Checked baggage

1. If the guest asks to store his luggage at the front desk, the bellboy should take the initiative to say hello to the guest. Good morning, Mr./Ms. xx! /Good afternoon! /Good afternoon! /Good evening! Do you want to check your luggage?

2. Help the guest to fill in the luggage storage form and ask about the stored items. It is not allowed to store inflammable, explosive, food, fragile and valuables.

For example:

Excuse me, what's in your luggage? Our hotel has regulations that inflammable, explosive, food, fragile and valuables are not allowed to be stored. ?

When will you pick it up?

Can you tell me your room number?

? Remind guests that there is a charge for overnight luggage storage.

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