Courtesy of service personnel

Courtesy is the basic principle of the service industry, and many companies have always insisted that employees should give priority to courtesy when serving owners. Do you know what manners and manners service personnel should pay attention to? Let me sort out the manners and etiquette of the service staff for you, hoping to help you!

Courtesy of service personnel

First, the concept of polite service

1, Li: a general term for showing respect.

2. Politeness: It is the code of conduct that people show goodwill, respect and friendliness to each other in communication.

3. Etiquette: it is the sum of the external performance norms of respecting others. It is a customary form for people to show respect, praise, greet each other and give necessary help and care in daily life, especially in communication occasions. It is a specific provision of politeness in language, behavior and manners. For example, common manners include shaking hands, bowing, nodding, raising hands, kissing hands and crossing hands.

4. Etiquette: It is a ceremonial ceremony held in a bigger, more solemn and more formal occasion to show respect and respect.

5. Courtesy service: Out of respect and friendship for the guests, pay attention to etiquette, etiquette, appearance, manners and language in the service, and implement the operation specifications. It is the external expression of initiative, enthusiasm and thoughtful service, and it is the service that guests feel spiritually. Polite service is the same-sex code of conduct in all service industries, the minimum and most essential code of conduct for correctly handling the relationship between waiters and guests, and the most important moral obligation of every service industry worker.

Second, the significance of courtesy service

Etiquette service is an important embodiment of hotel service quality.

2. Polite service can meet the psychological needs of guests for respect and win customers.

Customer satisfaction is the basic standard to measure service quality, and the performance of service personnel and the relationship with customers are a major aspect of service quality measurement and an important factor to win customers.

3. Etiquette service is related to the future of the hotel and is conducive to establishing a good hotel image. No matter how grand and luxurious the hotel decoration is, how advanced and high-grade the facilities are, and there is no polite service, it is difficult to stand in the increasingly fierce competition. To establish a high-quality image of the hotel, the most important thing is to provide first-class courtesy service for the guests.

Third, the principle of polite service.

The principle of polite service is to respect the guests, pay attention to their personality and dignity, take into account the social, historical, cultural traditions and social habits of both the host and the guest, and not make the guests feel inconvenient at work.

Hotel guests come from all over the country. They have different historical and cultural backgrounds, different manners and customs, different religious beliefs, different hobbies and taboos. Respect the legitimate wishes and demands of the guests, and respect the rights and interests of the guests. Respect the guests, convey the feelings of respect and concern of the hotel to the guests through the service, and let the guests and the hotel be emotionally integrated.

Four, the basic requirements of courtesy service

1. Clean the instrument

Every employee's gfd represents the image of the hotel to a certain extent, even the image of the country and the nation. Neat appearance is the most basic requirement of polite service and an important content of professional ethics. The appearance is neat, generous and decent, giving people a sense of beauty is a respect for the guests, and it also reflects the healthy and uplifting mental outlook of the hotel staff. If employees are disheveled, unkempt faces will leave a bad first impression on guests.

If you find that your appearance is untidy, you must not tidy it in front of the guests, otherwise it is impolite. Special attention should be paid to: not only pay attention to gfd, but also remember to compete with guests. Guests generally have a high demand for self-esteem. If employees dress up too brightly, it will cause dissatisfaction and disgust among guests, especially female guests.

have an easy manner

1), when receiving guests, stand and sit. Try to do it? Three lights? (Walk lightly, talk lightly and operate lightly), which is a sign of respecting guests. Light operation may be a matter of skill and basic skills for us, but it is different for guests. For example, if the restaurant staff is too violent when serving food, the guests will think it is disrespectful to him and cause dissatisfaction. In the process of service, you must never run, and you can only go quickly in an emergency, otherwise the guest may think that you look down on him.

2) When receiving guests, behave in a dignified manner. Never put your hands in your pockets or your hips, or put your arms behind your back or your elbows on your chest. It is impolite to tickle, yawn and dig nose excrement in front of guests. Be careful not to be too close to the guests when serving.

3) On the important occasions of paying attention to etiquette, you should be calm, standardized, graceful and natural and unrestrained, which will leave a good impression on the well-trained and conscientious guests.

3. Beautiful language and elegant speech

Language is an indispensable tool for people to communicate. Can reflect the speaker's feelings, but also reflect the speaker's cultivation and level. Language, manners and elegant speech are the important contents and requirements of polite service. When we receive domestic and foreign guests with warm, cordial and polite language, they will feel concerned and respected, feel comfortable and feel at home.

(1), the basic polite expressions of hotel employees.

Employees must use polite expressions when meeting guests, colleagues and bosses, such as hello, please, thank you, sorry, please forgive, never mind, goodbye. At the same time, do five sounds (welcome, address, thank you, apology and farewell), and put an end to five languages (negative language, impatient language, contemptuous language, quarreling language and mocking language).

Basic polite expressions:

1). Address forms, such as: Mr., Miss, Manager, Chairman, etc.

2). Welcome words such as? Are you welcome? ,? Welcome to our hotel. 、? Welcome to eat here? wait for

3). Greetings like? Hello? 、? Good morning?

4). Congratulations, for example? Happy birthday to you? 、? Happy new year to you? 、? I hope you enjoy your stay in our hotel.

5). farewell words such as? Goodbye? 、? See you tomorrow? 、? Welcome to our hotel next time. wait for

6) The language of inquiry is as follows: What can we do for you, sir? What kind of drinks do you like? wait for

7). The language of the response is like this? Okay？ 、? what's up 、? Coming right away? wait for

8). Apologize, such as? Sorry to keep you waiting, sir? ,? I'm sorry to bother you? 、? This is our fault. I'm sorry, sir? wait for

9). Thank you or something? Thank you? 、? Thank you for your advice. It's our pleasure? 、? Thank you for your support? wait for

10). Like direction? This way, please 、? Please take the elevator downstairs from here. wait for

1 1). Hello, Grand Holiday Inn? 、? Sir, the person you are looking for is not here. Excuse me, can I take a message for you?

(2) Telephone etiquette

A, the switchboard answers?

Good morning/afternoon/evening, Holiday Inn Grand. Can I help you?

Good morning! Grand Holiday Inn.

B, department answer (extension)

Good morning! Front desk. Good morning/afternoon/evening, front desk. Can I help you?

C, telephone transfer search

Where the phone needs to be transferred or waiting, be sure to say:? Just a moment, please. It is not allowed to switch the wire or put down the microphone without saying a word. During the transfer, the line was busy. Sorry, the other party is busy at the moment. Please call back later? .

D, hang up (end)

After talking to the guests, you must say it before you hang up? Goodbye? ,? Bye-bye? Employees should wait for the guests to hang up before hanging up to show respect and courtesy.

E, draw attention to:

? You must make a phone call within three rings.

? There should be a pen and paper next to the phone for recording.

? Talk to the guests in a pleasant tone, articulate and speak slowly.

? Be friendly, polite and smile, and convey a happy mood to the guests by telephone.

? Use the same language as the other party. If the other party speaks Mandarin, answer in Mandarin; if the other party speaks English, answer in English; If the other person uses Cantonese, answer in Cantonese.

? You can't eat, drink or smoke while talking on the phone. You can't talk to two people at the same time. If you need to discuss with your colleagues, you should tell them.

? Always use polite language.

4. Be gentle.

In the process of service, it is uncivilized to form the habit of speaking in a low voice, at a moderate volume and loudly.

Now, you should speak to the guests in a friendly tone and a soft tone. Don't swear, don't swear.

5. Receive guests with a natural expression

Expression is the emotion revealed by human facial dynamics, which is very important in impression.

In customer service, we should smile, make people happy and give people a sense of intimacy; Appear calm, relaxed and confident, giving people a sense of relief; Calm and steady, giving people a calm feeling; Pay attention and listen carefully, giving people a sense of respect. Don't have bored, stiff, angry, sad, disappointed, eccentric and elusive expressions.

6. Serve with a smile, be polite and greet every guest with a smile.

The most direct expression and performance of our sincere welcome to guests is our smile. Smile is a warm and friendly watch.

Display is a symbol of sincere welcome. A smile is a sign of friendliness and enthusiasm. Laughter is infectious, it can create a harmonious atmosphere, so that guests have a sense of intimacy, warmth and trust, so that guests have? Feel at home? Feeling. Always smiling, can reflect the hotel staff? Dedicated? Spirit, reflecting an optimistic attitude towards life and a healthy mentality.

We receive guests from all corners of the country, no matter where they come from, no matter what color they are, no matter what language they speak, we can feel our sincere welcome from their smiles. So, smile is a kind of translation? Esperanto? Is it considered as a social occasion? Advanced lubricant? , for the guests? Feel at home? Kindness, smile should be sincere, only a sincere smile will be natural and beautiful, and it will affect and impress guests, while a hypocritical and reluctant smile is disgusting and annoying. A sincere smile is sure to pay off? Business is booming, popularity is extensive, and returns are rich. .

7. Sincerely care about every guest.

1), care must be heartfelt and sincere.

2) Polite service has no preconditions, and every customer should be treated equally. Equal treatment focuses on:

A, the same level: that is, treat high-consumption guests and low-consumption guests the same, not heavy? Tall? Light? Low? .

B, internal and external consistency: treat domestic guests and overseas guests equally.

C, as in foreign countries: treat overseas Chinese, overseas Chinese, compatriots from Hong Kong, Macao and Taiwan and foreign guests equally.

The thing is the same: treat guests from eastern countries and western countries equally.

E black and white: treat black guests and white guests equally.

F. Treat old and new alike: treat new guests and old guests equally.

8. Respect every guest and treat them as distinguished guests.

Every guest hopes to receive warm and friendly courtesy, respect, attention and VIP reception. We regard our guests as distinguished guests, which sets off their dignity and satisfies their emotional needs as well as their self-esteem needs. Only when guests have a sense of honor can they be satisfied and happy.

9. You have to be reasonable.

1), forgive the guest's fault and bear the responsibility.

2) It is not appropriate to reveal the fault of the guests. If the job requires it, the expression should be subtle and euphemistic.

3) When you are not sure whether the guest is wrong or you are wrong, you should first assume that you are wrong.

4) if the guest finds that he is wrong and apologizes, he should immediately? Go around the field? .

10. Polite service should be visible anytime and anywhere.

1). As soon as guests enter the service scope of the hotel, they should enjoy polite service in any department.

2) As soon as an employee goes to work, no matter what he meets or what kind of guests he meets, he can't bring personal feelings that don't meet the job requirements to work. They should control their emotions and feelings and keep a good attitude.

3) Be polite and meticulous in everything. Always use polite language in service work and take the initiative to attack. Take the initiative to say hello; Take the initiative to say hello, carry luggage and coat, and take the initiative to lead the way; Open the door actively; Voluntary tea delivery; Introduce the hotel voluntarily; Take the initiative to take care of the sick and disabled; Take the initiative to solicit opinions from guests; Press the elevator actively.

Five, polite hospitality skills

Politeness is a kind of social morality, and it is also the traditional morality of service industry. As a hotel employee, you need to

Always follow this moral principle to demand yourself.

A. In public places, in case of guests, take the initiative to give way and greet politely. Unless there is an emergency, you can't pass the guests, let alone pass. If you need to pass, you should say:? Excuse me. .

B, when you need a passenger elevator, you should also let the guests in. If the elevator is too crowded, don't force your way in, let alone grab the elevator with the guests. When you get out of the elevator, press the elevator switch to let the guests out first.

C. Do not discuss, ridicule, imitate, watch or take nicknames for guests with strange clothes and special manners.

D, when the guest is talking, we have something urgent to find him, don't rudely interrupt the guest's conversation. We should politely stand by the guests and pay attention to the guests we are looking for. When a guest realizes that you have something to say to him and stops talking, you should apologize to other guests first. I'm sorry to bother you, sir/madam, and then simply tell the guest the reason for looking for him. After the guest replies, apologize to the other guests. I'm sorry to bother you? . Then leave politely.

E don't eat, smoke, yawn, sneeze, scratch your scalp, dig your ears and nose, arrange your hair and chew your fingers.

F. When the guests arrive, stand up, answer their questions and pay attention to the use of polite expressions. When answering the phone or talking to a guest, if another guest has something to do, he should nod his head or ask the guest to wait a moment. He should not turn a blind eye and neglect the guest.

G, when the guests appear impolite behavior, to keep calm mood, must be patient, according to the situation, take the initiative to apologize to the guests, maintain good manners, modest and sincere attitude, and never allow a quarrel with the guests.