Room service etiquette

Guest room is an important part of the hotel. Room service should make every effort to make guests feel as convenient, comfortable and cordial as at home. The following is the content of room service etiquette that I collected for you, hoping to help you!

1, the behavior should follow the rules.

The waiter only speaks to the guests when the other party can hear clearly, and tries his best to keep the room quiet. Don't interfere with work or collide with guests because you are in a bad mood, and don't spy on guests' actions or steal? Listen to the voice of the guests. Serve the guests warmly and generously, but not too kindly. Don't hug children or give them food without their consent. When you enter the guest room at the invitation of the guest, open the door, thank the guest for inviting you to sit down, stay in the guest room for a long time, don't talk about other guests with the guest, and don't ask about the age, occupation and income of the guest.

2, the instrument should be neat and dignified

Room attendants should pay enough attention to their hygiene and appearance. During working hours, wear the uniform of the hotel, wear the badge and keep the clothes clean and tidy. Personal hygiene should be diligent in bathing and hairdressing. Waiter, shave every day, no beard, no long hair. Waitress, no manicure, no makeup. When you meet a guest, you should take the initiative to say hello. You don't have to take the initiative to shake hands with the guests unless they reach out first. Walking in the aisle should be light, quiet, not fast, not slow. Don't do unnecessary other actions, otherwise it will affect the rest of the guests.

3. The service should be standardized and polite.

Guest room is the main body of the hotel, and the cleanliness of guest room is the basic requirement of concierge. Tap on the door before cleaning the guest room. After the guest allows you, push the door and enter, then open the door to clean the guest room and clean it up. Don't turn over the guests' belongings when cleaning. All the things left by the guests who leave the hotel should be sent to the relevant departments of the hotel for processing.

4. Farewell service

After knowing the guest's departure date, the room service staff should use their own work to help the guest make all the preparations before leaving the store, so that the guest can feel warm care before leaving the store. The room attendant should carefully check whether all the items entrusted by the guests have been completed and whether all the bills have been settled and paid. Take advantage of the opportunity of serving guests in the room before leaving the hotel to check whether there is any damage or shortage of various main equipment in the room. If you find any damage or shortage, you should ask politely. However, we should pay attention to the way of speaking, attitude and language skills. Don't make guests unhappy with this routine business because of blunt attitude, harsh tone and improper words. At the same time, we should report to the head of housekeeping department and handle it properly.

The daily service of hotel rooms is large, involving a wide range, changing and comprehensive. Some hotels with good reputation have formed a set of relatively complete etiquette norms in the long-term room service work, such as "six noes", "three lightness", "eight characters", "five services", "five tones" and "eleven characters".

1, "six noes": that is, the room sanitation should be free of pests, dust, sundries, water, rust and odor.

2. "Three Lightnesses": As far as the service of room attendants is concerned, room attendants are required to speak lightly, walk lightly and operate lightly when working.

3. "Eight Characters": The room attendant is required to greet, inquire, be diligent, clean, alert, quiet, listen and see the guests off from beginning to end. Namely:

4. Welcome: When guests arrive, they should be polite and warmly welcome.

5. Q: Take the initiative to greet the guests warmly.

6. Diligence: When providing fast, agile and accurate services to guests, waiters should be diligent, fast and reliable. At the same time, they should be diligent in their hands, eyes, mouth and legs at work, so as to serve guests diligently, without saving trouble or being afraid of things.

7. Cleanliness: The room should be cleaned and tidied frequently, and checked and tidied three times a day. Adhere to the disinfection of tea sets to ensure the health of guests.

8. Spirit: Being conscientious, flexible, attentive and adaptable.

9. Quiet: Speak lightly, walk lightly and operate lightly at work, and keep the floor environment quiet.

10, Listening: We should be good at listening to the opinions of the guests in our work, constantly improve our work, and put the service work before the guests put forward it.

1 1. Farewell: Guests leave the store to express their blessings. Welcome to visit again.

12, "five services": including active service, standing service, smiling service, respectful service and flexible service.

13, "Five Tones": guests come to the store with a welcome sound, guests leave the store with a farewell sound, guests praise with a thank you sound, guests apologize for their poor work, and guests express their condolences for the lack of safety.

14, "Eleven words": Hello, please, thank you, sorry, goodbye.

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