Basic principles of hotel industry.

Appearance, smile, greeting, giving way, standing up, elegance, concern, responsibility, apology, cleanliness.

Instrument: clothes and shoes are neat and clean, hair style is standardized, and name labels are correct and complete. Observe the hotel exterior decoration standards and show your best image.

Smile: always smile at the guests who meet your eyes.

Greetings: When we meet head-on, when our eyes meet,

Get out of the way: When meeting a guest, stop sideways and greet him with a smile.

Stand up: When sitting, stand up, smile, say hello and serve warmly.

Elegance: In the guest activity place, actions should be gentle, words should be low-key, and manners should be elegant. Answer the phone within three rings. After the call, wait for the guest to hang up, and then hang up gently.

Attention: always pay attention to the guests, try to detect them in advance and meet their needs in advance.

Do your duty: never say "no" to a guest. According to the system and procedure of "ask first, then take charge", if you have questions that you can't answer or matters that don't belong to your post, you should take the initiative to contact and deal with them. When guests ask about the place in the store, they should not only indicate where they are going, but also accompany them as much as possible.

Apologize: sincerely apologize to the guests for their own mistakes or those of their colleagues, and immediately appease the complaining guests, take remedial measures in time and quickly, make the guests as satisfied as possible, and conduct a review.

Cleanliness: keep the hotel clean and tidy, take the initiative to pick up cigarette butts, scraps of paper and other wastes, and take the initiative to restore any improperly placed items. Smile and adopt, thank you! & ltbr & lt= p = & gt