What are the basic etiquette of hotel staff?

As a special service industry, hotels must improve their service quality if they want to be in an invincible position in the era of fierce competitio

What are the basic etiquette of hotel staff?

As a special service industry, hotels must improve their service quality if they want to be in an invincible position in the era of fierce competition and meager profits. Then do you know what the basic etiquette of hotel staff is? The following is for everyone, I hope to help everyone!

Ritual appearance

Politeness is an act of mutual respect and friendship between people in contact and communication. It embodies the fashion of the times and people's moral quality, and embodies people's cultural level and civilization.

1. Welcome every guest with a smile and use the guest's name as much as possible.

2. When you meet a guest or a hotel senior manager, you should take the initiative to come forward and say hello, with a loud voice and a respectful and friendly attitude.

3. When talking with guests or senior hotel managers, keep eye contact, smile and be natural and graceful.

4. When it is necessary to interrupt the conversation or work of a guest or hotel senior management, you should not interrupt rashly, but say "I'm sorry" first.

Knock on the door before entering the house, and don't go in until you get permission. Don't rummage around after you go in.

6. When going up and down stairs, elevators or meeting guests or hotel senior management personnel on the road, you should take the initiative to make way for the guests or hotel senior management personnel.

7. When you see a guest or a senior hotel manager coming over at work or talking, you should stop immediately and take the initiative to ask for help. If guests and senior hotel managers come at the same time, you should put the guests first, but still say hello.

8. Don't be late in formal and solemn places such as the meeting place, offer your seat, keep quiet, don't push or make noise in the crowd, and try not to modify your personal appearance in public places.

9. Use both hands when delivering or receiving items, and thank each other.

10. Use the language used by guests or senior hotel managers, otherwise, use standard Mandarin. When you leave, say goodbye to the guest with a smile and welcome him to come again.

1 1. Hotel employees should spread the warmth of the hotel through "telephone language" in the service of answering the phone, leaving a good impression on the guests.

Service etiquette

Appearance, appearance, behavior

1, gfd meets the professional standards of the hotel and keeps it clean and elegant at all times.

2. Stand straight, sit straight, walk steadily and gracefully, and behave gracefully.

smile

When people meet each other, the first impression is often formed in the first few seconds, but it takes a long time to change it. A good first impression comes from a person's appearance and speech, but more importantly, it depends on his expression. A smile is an expression that can leave a good impression, increase friendliness and communication, and make people happy. A person who smiles at you will show his enthusiasm, cultivation and charm, thus gaining people's trust and respect. So, do you smile in your daily life and work?

behaviour

1, supercilious, natural and graceful, in line with etiquette, polite and gentle doesn't mean that you are inferior, rude and rude, only Nuo Nuo follows, humble, and don't need excessive attentions and fussy attention.

2. Act according to the service rules. Front-line employees should be familiar with the service rules in their work and not violate the operating rules.

3. One-stop hospitality: Although each tourist's economic and social status is different, we should treat them equally, and treat them equally when they come to us for consumption, instead of favoring one over the other.