What are the "five tones" and "four languages" of communication and service?

The "five-tone service" always reminds us that we should use the word "please" to clear the way; "Thank you" is at the end; Say greetings such as "good morning", "good afternoon" and "good night" every day. In addition, keep in mind the conversation rules of "stop, watch and listen". In conversation, "stop" means don't talk when you think about it; "Look" is to observe the face and color and pay attention to the facial expression of the interviewee; "Listening" means listening carefully to each other's conversation. Especially "listening" is the most important thing, because everyone likes to talk to someone who really listens to himself. Remember, listeners who listen carefully and are compassionate are the most popular. If accompanied by various facial expressions, expressions and gestures, people will often communicate their feelings more directly, express their thoughts better and leave a deep impression, thus making the conversation more effective. For hotel employees, the process from welcome to farewell is the process of "five-tone service". From the moment the guests step into the hotel lobby, a "welcome" brings enthusiasm to the guests, plus a sweet smile, which is a good start for quality service; Answering a guest's questions accurately and quickly is to show the guest that you are listening to his questions carefully and actively solving difficulties for him; "Apologize" and "thank you" are the basic terms of mutual respect between people and the basic requirements of professional quality; The final "sound delivery" is a summary of the quality service process, and it is also the starting point for expecting guests to come again. Pay attention to the sincerity of tone and the kindness of smile, which will leave a warm and friendly impression on guests.