What is the etiquette of the hotel?

Pay attention to the importance of etiquette. If you usually have a warm smile, a warm greeting, a friendly gesture and a sincere attitude, it may add more fun to your life and work and make communication between people easier. As a member of social life, we have the obligation and necessity to regard etiquette as the criterion for maintaining public order and observing social morality, and constantly improve our self-cultivation through self-discipline, so as to become the real defenders of social morality. As the service tenet of the hotel, "guests first, service first" fully embodies the expectations of the hotel for every employee. As hotel employees, our words and deeds represent the corporate image and directly affect the reputation of the hotel. Even the best products, poor service and bad attitude towards guests are likely to lead to poor reputation and performance. In a word, paying attention to etiquette is the basic requirement of the hotel for every employee, and it is also the concrete embodiment of the hotel service purpose. When smiling people get to know 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? Here are several ways to train smiling. The instrument requires everyone to fully calculate the time required for breakfast and transportation to go to work when they get up in the morning. If you check your instrument five minutes in advance every day, it may increase your confidence in your day's work and make others feel relaxed and happy. [Male staff] Male staff should pay attention to the following matters in appearance: [Female staff] Female staff should pay attention to the following matters in appearance: maintain their good manners at work. Everyone should pay attention to their manners at work, which not only reflects self-esteem and respect for others, but also reflects the work attitude and sense of responsibility of a hotel employee. [Standing posture] Description: The correct standing posture is to raise your head, look forward, hold out your chest, put your shoulders flat, your arms naturally droop, tuck in your abdomen, stand upright with your legs together, your toes are V-shaped, and your body center of gravity is placed between your feet; You can also separate your feet, slightly narrower than your shoulders, and put your hands together in front of or behind your abdomen. Morning meeting requirements: male staff should keep their feet apart, slightly narrower than their shoulders, and put their hands together behind their backs in addition to maintaining a correct standing posture; Female employees have their legs together, their toes are V-shaped, and their hands are put together in front of their abdomen. There are also beautiful and ugly sitting postures, and the following are the wrong sitting postures: Common polite handshake is one of the most commonly used manners in our daily work. Do you know the basic etiquette of shaking hands? When shaking hands, the order of reaching out is superior first, master first, elder first and lady first. The handshake time is generally 2, 3 seconds or 4, 5 seconds. Don't shake hands too hard or not. Smile at each other. The above are several aspects that should be paid attention to when shaking hands: Bowing is also a common courtesy to show respect, respect and gratitude. When bowing, you should sincerely express your gratitude and respect to each other, which will be reflected in your actions and leave a sincere and true impression on each other. Pay attention to the above matters when bowing: say hello to work in the morning, and everyone should say hello when meeting! A good start to a day's work should start with greeting each other. Hotel staff greet each other "Good morning!" When they meet in the morning. "Good morning!" Wait (before 10 am). When you are on a business trip, you should greet others in the department or indoors. When you meet a guest in the company or go out, you should greet him with a smile. You should also greet each other after work and then leave. Such as "see you tomorrow", "goodbye" and "bye-bye". When guests visit or meet strangers, we should use polite language. [Basic expressions] Use "Hello" or "Hello" when meeting for the first time or meeting for the first time on the same day. You can use "good morning" and "good morning" in the morning (before ten o'clock) and "hello" or "hello" at other times. "Welcome" or "Hello" receptionists will use it when they see guests visiting. "Excuse me, please …" Be gentle and polite when waiting for the guests. Thank you for waiting. No matter how long the guests have been waiting, you should apologize to them. "Excuse me, please …" This phrase should be used when guests need to register or go through other formalities. "Excuse me ..." When it is necessary to interrupt the conversation of guests or others, please pay attention to the gentle tone and low volume. "Thank you" or "Thank you very much" should express gratitude to others for their help and support. "Goodbye" or "Welcome to come again next time" is used when guests leave or leave safely. [Idiom] Do you pay attention to using the following languages in your daily work? 1, please 2, sorry 3, trouble you … 4, sorry 5, sorry 6, okay 7, 8, clear 9, you 10, Mr. or Ms. X 1 1, manager or director X 12. Welcome to 16. Excuse me … 17, who's calling? Please wait (wait) 19. Sorry ... 20. It doesn't matter. 22. Nice to meet you. 23. Please advise. 24. Thank you. 2. Prepare a pen and paper by the phone for recording. 3. Confirm the time, place, objects and events recorded. 4. Tell the other person your name. 1 Notes on basic terms in the order. Pick up the receiver and say your name "Hello, Hotel Department" (straight line) "Hello Department". Thank you for your attention and so on. You must confirm each other. If you are a guest, you should express your gratitude. 3. Listen to the other person's phone and answer with "yes", "good", "clear" and "understand" intentions. You should record the conversation if necessary. 4. Confirm "Please repeat" and "See you at 9 o'clock tomorrow." Confirm the time, place, object and reason, etc. If there are rumors, be sure to record the time of the call and who left the message. 5. Concluding remarks are "clear", "please rest assured ……", "I will certainly convey", "thank you" and "goodbye". 6. Put it back on the phone and listen to Jane. The other party puts it down and then gently puts it back on the phone. Make a good record. 2. Use polite language. Pay attention to important words such as time, place, reason and number. 5. Avoid using technical terms or abbreviations that the other party can't understand on the phone. 6. Be careful not to speak too fast. 7. Answer politely when you dial the wrong number, and let the other party reconfirm the dialing order of the phone number. Basic words and notes: 1. Prepare to confirm the caller's name, telephone number, content, speech order, required information and documents, and clarify the purpose of the call. I'm from the hotel department. Be sure to give your name and speak politely. 3. Confirm the caller. "Excuse me, is Mr. ╳ ╳ ╳ in this department?" "Please, I want to call Mr." "Hello! I am from the hotel ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳. After you finish, you can sum up the main points you said. 5. Conclusion: "Thank you", "Please" and so on. The tone is sincere and cordial. 6. Put the phone back until the other person puts it down. Focus on 1. Consider the time of the call (whether the other party is convenient or not at this time) 2. Pay attention to confirm the other party's phone number, company and name to avoid making a wrong call. 3. Prepare the required materials and documents. 4. Speak methodically and concisely. 5. Pay attention to the call time, which should not be too long. 6. Use polite language. 7. No external noise or whispering can be introduced into the mobile phone. 8. Avoid personal calls. Note: When you are on the phone, if you are disconnected or interrupted, it should be done by the caller. Seating When you visit guests or have guests, do you know where to sit and how to arrange seats? As long as you know the rules of seating order, you may never be embarrassed because you don't know how to rearrange your seats. 1. Seating arrangements in the talks A, B, A and B require the guests and the host to sit on the right and the host to sit on the left. If you need an interpreter to take notes, arrange to sit behind the guest of honor and the host respectively. C. If one end of the conference table faces the main entrance, that is, vertically, the entrance direction shall prevail, and the right side is the guest side and the left side is the main side. 2, the seating arrangement of the reception room A. The seat far from the door in this reception room is the upper seat. Generally speaking, when guests visit, they will sit on the couch from the inside out in the order of location. B in this case, the seat far away from the desk or opposite the window is the upper seat (guest seat). At this point, it has nothing to do with doors. C in this case, the seat in front of the office is the main seat, and the seat next to the door is the guest seat. The seating arrangement in the conference room is the guest seat on the right side of the door, the chairman on the left, and the seat away from the door is the upper seat. In the case of a round table, the seat far from the door is the upper seat. 4. Seating arrangements for the banquet. When arranging the seating arrangement, follow the principle that the right is up, the left is down, the back is up, and the front is down. In general, the driver is the guest seat on the right side of the back row. 6. Seats When taking the train, the seat by the window in the direction of the train is the upper berth, and then the opposite seat; Then the seat crossing the road in the driving direction, and finally the seat opposite. How to use business cards is one of the important social tools in the work process. Pay attention to etiquette when exchanging business cards. The business cards we use usually contain two meanings, one is to indicate your unit, and the other is to indicate your position, name and responsibilities. In a word, a business card is a form of self (or hotel). So pay special attention when using business cards. 1, business card preparation Business cards should not be placed with wallets, notebooks, etc. In principle, use a business card. Business cards can be put in your coat pocket (but not in your pants pocket). Keep your business card or business card holder clean and flat. To accept a business card, you must get up and accept it. Take the received business card with both hands. Don't mark or write on it. Don't fiddle with the business cards you receive. When you receive a business card, read it carefully. Don't leave the other party's business card on the seat, or accidentally leave it on the ground when storing it. 3. The order of handing business cards is that subordinates or visitors hand in business cards first. If there is an introduction, the introduced party should hand in the business card first. When handing out business cards, you should say some greetings such as "Please take care of me" and "Please give me more advice". When exchanging business cards, you should hold the business card in your right hand, and then hold it with your left hand after receiving the other party's business card. When exchanging business cards, you should also look at the position and name of the other party. If it is difficult for you to read, you should ask in advance. In the conference room, if most people exchange business cards with each other, they can arrange business cards according to their seats. When meeting each other, address the other person's position and title, such as "Manager X" and "Professor X". When there is no position or title, you should be called "Mr. X" or "Miss X". Try not to use the word "you" or call them by their first names. The general process of guest reception is 1. When guests visit, they will say "hello!" " "Good morning!" "Welcome" and other treatments immediately stand up and look at each other, smile, shake hands or bow. 2. Use "May I ask who you are?" This language asks the guest's name ... ""May I ask your name? Who are you looking for? "The name of the visitor must be confirmed. If you receive the guest's business card, you should repeat "You are Mr. XX from XX Company". When the guest is present, the language to deal with this matter is "please wait a moment". Sorry, he has just gone on a business trip. Can you find someone else or need to leave a message? "Contact the guest looking for as soon as possible. If the person the guest is looking for is not here, ask the guest if he needs to leave a message or convey it, and make a record. 4. Use the language "Please wait in the conference room, and Mr. XX will come right away." "This way, please" and other processing methods lead the way two or three steps ahead of the guest's left, so that the guest can walk in the middle of the road. Use words like "please" and "please enjoy your meal" to keep the tea set clean. Salute gently when placing it, and then quit. 6. When seeing the guests off, you can express your respect and thanks with words like "Welcome to come again next time", "Goodbye" or "Thank you very much". 8. If you meet the interviewer's boss, you should take the initiative to stand up (hand over your business card) to say hello to him and start the conversation again. 9. The talks will be concluded as soon as possible within the scheduled time. 10. When you leave, you should say goodbye to the interviewee. 1 1. Be careful not to speak loudly during the conversation. Office etiquette is used in company offices. When receiving guests and negotiating business, there are many occasions where the following etiquette is needed. If you can master it, your work will become more comfortable and smooth, and customers will feel at home. Guide 1. When leading the way in the corridor, a. Walk 2 or 3 steps ahead of the guests. B. The guide walks on the left side of the corridor and lets the guests walk in the middle of the road. Keep pace with the guests. D, pay attention to the guests when leading the way, and make some introductions appropriately. 2. When guiding the way in the stairwell, let the guests walk in the positive direction (right side) and the tour guide walk on the left side. 3. On the way, pay attention to guide and remind the guests to turn or use gestures where there are stairs to remind the guests to "please go this way" or "pay attention to the stairs". Open warehouse receipt 1. When opening the door to the outside, a. Knock on the door first, hold the door handle after opening the door, stand by and open the door, say "come in" to the guests and salute. B After entering the room, gently close the door with your right hand. C. Ask the guests to sit down and leave quietly. At this time, you can use languages such as "Please wait". 2. When opening the door inward, a. Knock on the door before entering the house. B, sideways, hold the door handle, say "come in" to the guests and salute. C, after gently closing the door, please sit down and quietly quit. Take the elevator 1. There is no one else in the elevator. A. enter the elevator before the guests, and press and hold the "On" button. At this time, please enter the elevator again. B if you arrive at the lobby, press and hold the "On" button and ask the guests to get off first. 2. When someone is in the elevator, guests and superiors should be given priority. 3. Inside the elevator A. People who get on the elevator first should stand at the back so as not to hinder others from taking the elevator. B, don't talk loudly or laugh and make noise in the elevator. C. When there are many people in the elevator, the last person should stand facing the elevator door. Office regulations prohibit smoking, drinking tea, reading newspapers and chatting in the office. Noteworthy office details 1. You must knock at the door before entering other people's offices. When the door is open or there is no door, you should say hello first, such as "hello" and "excuse me" before entering. Don't whisper when leaving a message. You should bring a note. When sending a message to a guest, don't say it directly. Tell the guest the main points of the matter and the guest will contact the person who is sent directly. When quitting, quit in the order of boss and guest. When the boss arrives in the middle of the meeting, you must stand up and introduce your boss to the guests. Briefly report the meeting to the boss, and then restart the meeting. Office order 1, prepare for work before going to work, and fully calculate the time to ensure punctual attendance. As a social person and a hotel employee, he should appear in society and company with civilized behavior. If you are likely to be absent or late, you should contact your superiors in advance (preferably one day in advance). Plan the work content of the day. 2. During office hours (1), don't talk privately or whisper to each other in the office. The desk should be kept clean, and the office supplies should be kept tidy. Throw yourself into the day's work with a full working attitude. When leaving your seat, write down the place, time and work content on the message board so that others can arrange their work (confidential documents, bills, cash and valuables should be stored before leaving your seat). When you leave your seat, clear the countertop and put the chair back under the table. (2) When walking in corridors, stairs and elevators, stretch your shoulders and don't bend over or hunch over. Don't run in an emergency, go quickly. According to the principle of right-hand traffic, you should take the initiative to give way when you meet someone coming from the opposite side. When guests can't find the department they want to go to, they should take the initiative to guide them. Provide correct guidance for guests in the elevator. 3. Lunch The lunch time is-. Don't leave work early for dinner. In the canteen, be polite and queue orderly. Don't waste food, pay attention to economy. Keep your seat clean after eating. 4, in the bathroom, tea room, lounge before going to work, after lunch and other people have more time, be careful not to influence others, be polite. Wash basin cabinets should be kept clean after use. Don't forget to turn off the taps in the bathroom and tea room to avoid wasting. If you find a tap that is not turned off, turn it off actively. Pay attention to keep the bathroom, tea room and lounge clean and hygienic. 5. Before leaving work, record the work to be handled the next day, which is convenient for the next day's work. Tidy up the items and documents on your desk (confidential documents, bills and valuables should be kept well). After leaving the company, everyone should remember that he is a hotel employee, and everything he goes out represents the image of the hotel. Establishing a good interpersonal relationship of causality is the basic guarantee for normal and smooth work. So we need to pay attention to the following points: 1. Punctuality A person who doesn't keep an appointment often won't be trusted by others. 2. Respect superiors and old colleagues. When talking to superiors and old colleagues, you should be measured and not too casual. 3. It is forbidden to make personal phone calls during working hours, and it is forbidden to take public property as existing or take it home for use. 4, strengthen communication, communication work should be proactive, colleagues should exchange needed goods and cooperate with each other. When you make a mistake and don't shirk your responsibility, you should take the initiative to admit it and correct it actively. You can't shirk your responsibility. 6. Serious mistakes in attitude are often caused by inadequate preparation and thinking. If there is something difficult to grasp, it is necessary to reconfirm. How to be a subordinate trusted by superiors? 1. Grasp the superior-subordinate relationship. The normal operation of the company is maintained by uploading and issuing orders, and the normal relationship between leaders and subordinates should be maintained between superiors and subordinates. 2, the unknown situation should follow the instructions of the superior. When you encounter something that you can't handle or judge in your work, you should take the initiative to report to your superiors and obey your instructions. When you don't argue with your superiors about the assignment, you should take a modest attitude and listen carefully. 4. Listening to suggestions can enhance mutual trust. It is shameful not to talk about others behind their backs, and it is also shameful to talk about others behind their backs to show their low personality. The smooth development of team spirit depends not only on the individual efforts and struggles of each employee, but also on the collective strength. Giving full play to team spirit, mutual cooperation and mutual support is of great significance to the development of hotels. So have you done the following? Greetings should be warm and sincere. Answer clearly. Handle things correctly and quickly. Distinguish between public and private at work. Listening to the opinions of superiors is more important than your own judgment. Superior arrangement, should strive for preemptive.