What are the main aspects of hotel service etiquette?

Hotel service etiquette is mainly reflected in the following aspects:

(1) dress code. When going to work, you should wear work clothes as required. Both male and female employees should be dignified and generous, and it is forbidden to dress up in strange clothes.

(2) the language is appropriate. Modest language, friendly tone, concise words, and appropriate use of language according to different audiences. Domestic guests use Putonghua, foreign guests use foreign languages, and try to understand dialects.

(3) courtesy welcome. Welcome the guests when they arrive, answer their questions and say goodbye when they leave. When welcoming guests or communicating with guests, smile, be sincere and polite, and use honorifics and gestures appropriately.

Master, at your convenience. Try to meet the requirements of guests who need special care, especially those with different religious beliefs and ethnic customs. Actively, enthusiastically and orderly receive guests' reservations. Fill in the check-in and dining procedures accurately and carefully to meet the requirements of the guests. Knock on the door before providing services such as cleaning the room, and get permission from the guests before entering. If there is a "Do Not Disturb" sign at the door of the room, you are not allowed to enter at will.

(5) respect privacy. Can't reveal any information about the guests; Don't touch or rummage through the guest's belongings; Without permission, you are not allowed to use the telephone, elevator, toilet and other facilities dedicated to guests.

Other reference etiquette knowledge:

In the face of guests' complaints, we should sincerely and enthusiastically help guests solve problems according to regulations, and avoid impatience, argument, neglect and shirking responsibility. If you can't complete the service for some reason, you should patiently explain and apologize to the guests.

In case of fire, elevator accident, sudden illness or injury of guests, terrorist explosion and other emergencies, you should be calm and deal with them on the spot in time according to the emergency plan.

Forgotten items picked up by the guests should be returned or handed in in time, and shall not be kept privately or used by the guests.