Hotel service terms

Basic requirements of hotel service terms

1, elegant speech

Politeness is a code of conduct for people to show respect and friendship to each other. Pay more attention to polite language in the hotel. Please take the lead and don't leave your mouth.

2. Kind tone

Hotel waiters should be energetic, polite and friendly, speak Mandarin and use various polite expressions in time when talking with customers.

3, the volume is appropriate

Tone can express real information better than actual language, and high-quality service needs to maintain a cheerful, friendly and peaceful attitude in communication.

4. Fluent sentences

Hotel attendants should be clear, fluent and full of emotion in the process of expressing with customers.

5. Concise question and answer

Hotel waiters should be able to quickly grasp effective information from simple communication with customers and quickly understand whether the quality of products and services meets customers' needs and expectations through customer responses, so as to improve and improve them.

Step 6 make good use of names

Remembering the customer's name reflects the special care and concern for the customer, and also respects the customer personally, because people always feel that their names are the most pleasing to the ear.

Specification of hotel service terms

1. Hotel service? Six tones?

The guests came to the store with a welcome voice.

There was a farewell sound when the guests left the store.

When guests help or praise, there will be a voice of thanks.

Greet guests when they are unwell or meet guests.

Poor service, poor sound.

The guest called and responded.

Second, the hotel service? Four languages?

Title: Appropriate, clear and cordial.

Such as: miss, sir, madam, wife, lady, sister, aunt, comrade, host, teacher, position, big brother, etc.

Greetings: Pay attention to the sense of time and space, seize the opportunity, and cooperate with nodding or bowing.

For example:

Good morning, good noon and good evening.

Merry Christmas, National Day, Mid-Autumn Festival, Happy New Year, and so on.

Consultation language: warm and polite, serious and responsible, all ears, to solve customer difficulties.

For example:

Do you think you can serve now, sir?

Are you ready to open the wine, sir?

Can I take this plate away, sir?

Miss, what can I do for you?

Miss, if you don't mind, may I adjust your seat?

Apologize: sincere attitude, gentle language, open-minded listening and seeking understanding.

For example:

I'm sorry

I'm really sorry.

This is my fault.

This is a complete mistake in my work.

I'm sorry to bother you.

I'm very sorry, I was wrong just now.

Please understand what I just said.

Common hotel service terms

A, the doorman, polite service language is a message.

Welcome? Hotel hotel

Sir (comrade), what can I do for you?

Please go through the formalities at the reception desk of the VIP building.

Please show me your identification.

Please take your time. Bye.

Second, the hotel front desk service terms

Are you welcome? hotel

Please show me your ID card.

How many days are you going to stay?

Please fill in the accommodation form.

Please pay the deposit? Yuan dynasty (1206- 1368)

Here is your house card and receipt. Please keep it.

Please deposit your valuables in the safe at the front desk.

what can I do for you? Please contact the front desk. We will try our best to help you solve it.

Third, the hotel room service terms

Welcome to our place.

Let me see your room card.

This way, please

This is your room, sir.

This is the air conditioning switch, which can be adjusted for use (demonstration)

What else do you need?

If you need anything, please call the service desk.

Please give the key to the reception desk when you leave the room.

This is a difficult journey. Please have a rest.

Please have a look again and see if there is anything missing.

This is your check-out form. Please check out at the front desk.

Four, telephone etiquette norms:

Pick up the bell within three rings,

Report to the department after greeting,

Language should be concise and appropriate,

A warm and friendly voice,

Don't make personal calls.

V. Professional Ethics:

Warm and friendly, guests first;

Sincere and fair, reputation first;

Civilized and courteous, excellent service;

Unity and cooperation, the overall situation;

Law-abiding, honest and trustworthy;

Learn business and improve skills;

Treat guests equally, without discrimination.

Note: Please? The word comes first. Thanks? After this word,? Hello? Never leave your mouth.

Six, when talking with guests should pay attention to the following points:

1, talking with guests, generally only talk about things related to service work.

2. When talking with guests, be realistic, don't answer things you don't know or understand casually, and don't easily promise guests things that are beyond the scope of service and beyond your power.

When talking with guests, be sincere and amiable, and the volume should be high and low, so that the other party can hear clearly. Face the guests when you speak, and try not to use gestures. Don't be rude in front of guests, such as scratching your head or ears. When sneezing, turn your face to one side and cover your nose and mouth with a handkerchief.

4. When talking with the guests, pay attention to the identity of your service personnel, speak in a measured way, and praise the guests for being decent, modest and polite.

You can talk with the guests about dishes, drinks, weather, tourist scenery and sports, but you can't ask the guests about their economic income, marital status, religious beliefs and age.

6. When talking with a guest, keep standing, pay attention to what the other person says, and don't interrupt casually. If you don't hear the guests clearly, you can ask them to say it again, but you can't show impatience or boredom.