Detailed information on etiquette training for hotel staff? Detailed procedures for etiquette training for hotel staff?

I found a hotel employee etiquette training course outline on Baidu by Yan Yidan, a famous etiquette teacher, and sent it to you!

Profits from Mr. Yan Yidan’s hotel etiquette training course

Through training, hotel employees can meet standard requirements in terms of image, personal behavior, and customer service skills, so as to conform to the hotel’s image and standards and satisfy guests expectations and create good social and economic benefits.

Through training, hotel employees can understand the importance of service etiquette, effectively improve service awareness, improve service mentality, use good customer service relations to make guests feel at home, appropriately meet guest needs and handle complaints, and establish Team spirit and enhanced pride.

Through training, we can establish a better image for the hotel and bring more comprehensive benefits to the development of the hotel.

Teacher Yan Yidan’s Hotel Etiquette Training Outline

Lecture 1: Improving the Service Awareness of Hotel Employees—Creating a Positive and Healthy Good Mentality

1. How to maintain a good attitude A sunny mentality

2. How to cultivate a good sense of work

3. Why do I work?

4. Who do I work for ("Who gives me Enlightenment of "paying wages")

5. What should I do

6. Create a sunny mentality and establish crisis awareness

Lecture 2: The image of hotel employees Etiquette Shaping - Designing an Image for Your Success

1. Employee Image Etiquette

Uniform guidance on work attire

Tips in color matching

Jewelry wearing requirements

Gentle and simple professional hairstyle

Elegant professional makeup guidance

2. Professional behavior

1. Graceful body shaping (for men)

2. Temperamental body shaping (for women)

3. Steady, generous, and measured gestures

4. Healthy and upright posture when sitting, standing, walking, squatting

Special movements - bowing, guiding, shaking hands

Lecture 3: Smiles of hotel employees Service etiquette training - your smile is worth a million

1. Facial expressions - application of eyes

1) Where to look

2) What to look at Angle

3) Gazing skills

4) Gazing time

2. Facial expression - the charm of a smile

1) Types of smiles

2) Essentials of smiling

3) Appearing in front of customers with a smile

3. Smile training

1) Others' induction method

2) Emotional recall method

3) Mouth comparison method

4) Habitual smiling

5 ) Teeth Exposure Method

Lecture 4: The Charm of Language in Hotel Service - Master a Comfortable Conversation Style

1. Master the pronunciation, speaking speed, intonation and volume

2. The three or four principles of hospitality: greet guests when they come, answer questions when they come, and say goodbye when they leave

3. Polite words and taboos in the service process

4. Grasp the role of successful communication

Lecture 5: Front office and room service etiquette - making guests feel at home

1. Front office reception

Yes Customer Service Initiative/Greetings

How to communicate effectively with guests

Front Desk Cashier Etiquette

Front Desk Telephone Etiquette

Front Desk Communication with guest rooms

2. Service etiquette for hotel lobby managers

Clear the responsibilities of the lobby managers

Correctly understand guest complaints

Listen carefully Guest Complaints

Lecture 6: Hotel Dining Etiquette

1. Tea Etiquette

2. Coffee Etiquette

3. Table Order and order arrangement

4. Taboos on Chinese and Western tables

5. Western food etiquette

Lecture 7: “Comprehensive Quality” Training for Hotel Employees

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1. Service awareness

Why should we have service awareness

How to lose customers

3. How to observe customers

4. How to predict customer needs

5. Close the relationship with customers

6. How to guide customers

7. Effective communication with customers

8. Techniques for handling customer complaints

Lecture 8: Five-step etiquette training method - continuous improvement and pursuit of perfection

1. Look - observe the customer's behavior Skills

2. Listening - getting closer to the relationship with customers

3. Smiling - the charm of a smile

4. Speaking - what do customers care about

5. Movement - the skill of using body language