Etiquette training professional etiquette

The body bends down at an angle of 30 degrees, there is a line behind the head and neck, and the eyes fall in front of the body 1 m. Used to greet guests, introduce themselves or exchange business cards.

open the door

If you drive outside, knock on the door first, hold the door handle and invite the guests in first. If you open inward, enter the house by yourself, side the door and invite the guests in.

Electric ladder

There is someone in the elevator. Press and hold the "On" button to let the guests get on first and then get off. When no one is around, press the "On" button first and invite the guests in. When getting off, please let the guests get off first.

walk up and down stairs

When going up the stairs, the guest is in front and the host is behind. When going down the stairs, the guest is in the back and the host is in the front.

Fengcha

In time, the boiling water should be about 70 degrees and 7 minutes full.

shake?hands;?handshake?(n.)

Five arrivals-physical arrival, laughter arrival, hand arrival, eye contact, greeting arrival; Shake hands for 3-5 seconds with moderate intensity. Follow the order of VIP priority, elder priority, host priority and lady priority.

Introduce etiquette

When introducing others, palm up, back down, four fingers straight and close together, thumb open, wrist and forearm in a straight line, axis joint as the axis, whole arm slightly bent, palm up to shoulder height, pointing to the introduced party, smiling, looking at the introduced party and taking care of the guests. When introducing yourself, put your five fingers of your right hand together and straighten, and press your palm against your left chest. Look at each other or everyone when introducing, and have a kind and calm expression. Be careful not to point your thumb at yourself or point your index finger at others.

Business card etiquette

Put two thumbs on the two corners of the business card, hold the business card in the palm of your hands, face the word, lean slightly toward each other, and simply say "take care".

Peer etiquette

Two people walk together, the right is honor, three people walk together, and four people can't walk together.

Leave a gap

A proper sense of distance can create a more inclusive and harmonious atmosphere, and factors such as nationality, region, culture, identity and relationship will be different. Generally speaking, 1, 2m- 1, 6m is the social distance; 0,5m-1,2m is the personal distance; Less than 0.5 meters is the intimate distance; 3, more than 6 meters is the public distance.

Applause etiquette

Applause means welcome, approval, congratulations, thanks and encouragement. Clap the palm of your left hand with the palm of your right hand when clapping. You shouldn't pat your left palm with your fingertips.

Send away the guests

Open the door for the guests voluntarily.

There are two kinds of speeches at the meeting: formal speech and free speech. The former is usually a leader's report, while the latter is usually a discussion speech. Formal speakers should dress neatly and walk on the rostrum with natural gait and strength, reflecting a self-confident demeanor and temperament. Speak clearly, pay attention to logic and be concise. If you are speaking in writing, you should always look up at the meeting place, not down at the manuscript. Nobody's watching. After the speech, you should thank the audience for listening.

It is more casual to speak freely. It should be noted that you should pay attention to the order and order when you speak, and you should not compete to speak; The speech should be brief and the views should be clear; If you have differences with others, you should convince others by reasoning, be calm, follow the instructions of the host, and don't just care about yourself. If a participant asks a question to the speaker, he should answer it politely. For questions that cannot be answered, he should explain the reasons tactfully and politely, and listen carefully to the critics and opinions of the questioner. Even if critics are wrong, they should not be rude.

Etiquette of participants

Participants should dress neatly, be generous in appearance, enter the venue on time, enter and leave in an orderly manner, be seated according to the meeting arrangement, and listen carefully during the meeting, without whispering or whispering in private. At the end of the speech, the speaker should applaud and leave the meeting quietly without affecting others.

Master etiquette

The host of various meetings is usually a person with a certain position, and his etiquette performance has an important influence on the success of the meeting. 1. The host should be neatly dressed, generous and solemn, full of energy, and not sloppy.

2. Walking on the rostrum should be steady and powerful. The speed of walking depends on the nature of the meeting, and the pace of fast and enthusiastic meetings should be slow.

3. After sitting down, if you are standing and presiding, put your legs together and keep your back straight. When holding a manuscript, the right hand holds the bottom middle part of the manuscript, and the five fingers of the left hand are close together, naturally drooping. When holding the manuscript in both hands, you should be chest-high. When sitting in a chair, you should stand up straight and stretch your arms forward. Put your hand gently on the edge of the table. Don't scratch your head, rub your eyes or block your legs during the hosting.

4. The host should be articulate, quick-thinking and concise.

The host should adjust the atmosphere of the meeting according to the nature of the meeting, which can be solemn, humorous, calm or lively.

6. The host won't even say hello to acquaintances, let alone chat. He can nod and smile before the meeting. Before answering the phone

(1) Prepare pen and paper: If you don't prepare pen and paper, then when the other party needs to leave a message, you have to keep the other party waiting and the guests waiting. This is very impolite. So, before answering the phone. Get a pen and paper ready.

(2) Stop all unnecessary actions: Don't let the other party feel that you are dealing with things that have nothing to do with the phone. The other person will think that you are distracted, which is also impolite.

⑶ Use the correct posture: If your posture is incorrect, the mobile phone will slip from your hand or accidentally fall to the ground, making a harsh sound, which will also make the other party feel dissatisfied.

Answer the phone quickly with a smile: let the other person feel your enthusiasm on the phone.

answer a call

⑴ Answer the phone within three times: This is a hard requirement for a star hotel to answer the phone. In addition, pay attention to answering the phone:

(1), pay attention to the tone of answering the phone, let the other party feel that you are willing to help him, and you can hear you smiling in your voice;

② Pay attention to the speed of intonation; Pay attention to the wording of answering the phone, and never use any rude language to make the other party feel unwelcome.

(4) Pay attention to the environment in which both parties answer the phone;

(5), pay attention to when the telephone line fails, be sure to confirm the reason to the other party;

6. Pay attention to the attitudes of both parties on the phone.

⑦ When you hear each other's conversation for a long time, you should also reflect it, for example, using "Yes, you can" to indicate that you are listening.

(2) Say hello and introduce yourself to the department;

(3) If you want to know who the other person is, don't ask "Who are you" abruptly. You can say "Who are you" or ask politely, "Excuse me, may I know your address?" ;

(4) When you have to put the phone on hold or keep the guests waiting; You should explain and apologize. Pay attention to each other every 20 seconds and ask them if they want to wait.

5. Transfer calls quickly: Every employee must learn to solve telephone problems by himself. If he can't solve it by himself, transfer to the correct extension and let the other party know who the call is transferred to.

[6], the other party needs help, we should try our best: as hotel employees, we should try our best to help the guests. For each phone call, we can do the following: ①, greet ②, apologize ③, leave a message ④, inform ⑤, immediately help ⑤, transfer the phone ⑤, directly answer (solve the problem) ⑧, and call back.

(7) Thank the other party for calling and end the call politely: At the end of the call, thank the other party with a positive attitude and the other party's name.

Be, always call each other by their first names, which is respect for each other's training background.

The competition in China's catering industry, especially in the hotel industry, is fierce. In the face of more and more hotels springing up like mushrooms after rain, senior decision makers in the hotel industry are paying more and more attention to the future challenges and development trends. Generally speaking, the competition in the hotel industry is ultimately the competition of customer service.

Hotel is a typical service industry. Hotel etiquette training is very necessary for hotel employees and new employees who are about to take up service posts. Its purpose is to make guests feel at home, so as to better establish the image of individuals and hotels.

Training purpose

Training makes employees' image, personal behavior and customer service skills meet the requirements of standardization, thus conforming to the overall image and standards of the hotel and making hotel employees understand the importance of service etiquette.

Effectively improve service awareness, improve service mentality, make use of good customer service relationship to make guests feel at home, properly meet guests' needs and handle complaints, build team spirit and enhance pride. Meet the expectations of guests, establish a better image for the hotel, and create good social and economic benefits.

Training object

Employees in hotel service industry

Training income

Master hotel management practice;

Fully understand the requirements and difficulties of hotel room management;

Improve the comprehensive quality and service skills of hotel service providers;

Enhance the professional image of service providers;

Correctly understanding the connotation of service and taking the initiative to assume the responsibility of service reflect the professionalism of service. Gfd, the staff of the bank business hall, and his reception etiquette.

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Handling complaints-properly handling can promote relationships.

Team communication and cooperation in team building

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