Code of image etiquette of hotel front desk

etiquette standard of hotel front desk image

etiquette education covers all aspects of social life. From the content, there are appearance, behavior, expression, clothing, speech, treating people and so on; From the object, there are personal etiquette, public etiquette, hospitality and guest etiquette, table etiquette, gift etiquette, civilized communication and so on. So what is the specific etiquette standard of hotel front desk image? Is it clear to everyone? Let's take a look at the relevant content!

Hotel front desk image etiquette norms

(1) Introduction:

Front hall staff are the vanguard of the hotel, and they are often the first employees contacted by hotel guests. Therefore, front hall staff are constantly on guard in terms of appearance and courtesy, and their every move represents the image and reputation of the hotel. Moreover, because the front hall staff is always in a high-profile environment, guests can often see the management level of the hotel from the operation of the front hall staff.

(2) Appearance:

Uniforms should be completely clean and fitted, and dirty or wrinkled clothes are not allowed.

hair man: the hair should not be greasy and scalp, and it should not be too long (the length stipulated by the hotel).

female: The hair should be neatly groomed, and the long hair should be tied up. It is not allowed to wear exaggerated hair accessories, only light and generous hair accessories, and the hair should not cover the eyes or face.

facial man: no beard, a fresh and pleasant face and fresh breath.

female: don't wear too much rouge gouache, just slightly decorate it, lightly sweep your eyebrows, lightly apply lipstick and rouge.

Hand man: No fingernails, clean nails and no dirt hidden in them.

female: you should not leave too long nails, and you should not apply bright red nail polish. Only light nail polish can be used.

Foot man: Clean shoes, socks and shoes should be polished before going to work every day.

female: clean shoes and socks. Don't wear colored socks. Wear the socks color stipulated by the hotel. Shoes should be polished before going to work every day.

Smell man: Keep your body fresh and free from peculiar smell.

female: no strong perfume (perfume).

(3) Politeness:

1. When working, always wear a natural smile and show an amiable attitude, which can make guests feel easy to approach.

2. Don't make small gestures (always mature and steady), cover your mouth when yawning, and don't make indecent actions such as scratching, picking your nose, picking your teeth, etc.

3. Don't chew gum, smoke or eat at work.

4. Don't be suspicious of guests, but serve them patiently.

5. Pay attention to the surrounding environment from time to time when dealing with the documents at the counter, so as to prevent the guests from standing at the counter for a moment and the employees from being ignorant.

6. When the guests come to the counter, they immediately put down the documents they are processing, greet them politely, and show their professional training, competence and ability to serve the guests.

7. Listen carefully to the guest's questions. Don't interrupt the guest's narration at will, and then give a clear answer, so as not to answer irrelevant questions. If you don't know how to answer a question, you should say: Please wait a moment, let me check to answer your question.

8. Don't make fun of the guests if they are unfamiliar with something or can't follow the crowd.

9. The work efficiency of the counter clerk should be fast and accurate.

1. Don't show laziness, stand upright, don't shake your body, don't stand or squat on the ground against walls and cabinets, don't tilt your head, and don't make funny faces.

11. Don't talk to each other about private affairs, argue or swear words except what should be confessed at work.

12. Don't use the counter phone for personal use without authorization. In case of emergency, you can ask your boss to use the backstage phone.

13. Use proper words, don't offend guests, and don't need flattery. Your voice should be gentle, not too big or too small, and you should clearly express what you want to say.

14. Don't read newspapers and books at work.

15. When walking, don't run, but walk lightly and silently, and don't make strange moves.

16. Try to remember the guest's surname and address the guest Mr./Ms./Ms. X when meeting. Hello! .

17. If the guest's inquiry is beyond his authority or ability, he should take the initiative to make relevant contact for the guest, and he should not casually ignore it because he doesn't know the answer. ;