Traditional Culture Encyclopedia - Hotel franchise - What should I pay attention to when welcoming guests at the hotel?
What should I pay attention to when welcoming guests at the hotel?
Second, do a good job in the hygiene and personal hygiene of the pre-meal welcome area, dress neatly and clean, be in good mental state, and wear light makeup to represent the company image.
Third, understand and confirm the scheduled situation of the day.
4. Meet the guests at the gate of the restaurant 30 minutes before the meal (stand in the standard posture of etiquette, don't lean against the wall or other objects. You are only allowed to stand in the designated area and are not allowed to walk around at will.
5. The guest went to the upper hall and greeted the customer with a smile: "Good morning/good noon/good evening, welcome to ×××". If a guest comes to make a reservation, make an introduction and bring it to the reservation desk, make a good handover with the reservation clerk and serve tea.
Six, in case of guests carrying heavy objects, with the consent of the guests, to provide support for the guests.
7. Ask the guests politely if they have a reservation. If they don't make a reservation, they can suggest the dining location or consumption mode (zero point, side dishes or self-help area) according to the number and requirements of the guests, and guide the guests with their consent.
Eight, if the guest is not clear about the reservation place, or the name is not clear, it is recommended that the guest contact a friend, or help the guest find the reservation place according to the clues provided by the guest. In case the guest doesn't know the reservation location or is waiting for other guests,
Please take the initiative to politely invite guests to rest in the rest area and serve tea immediately.
9. The usher knows the dining situation of the guests and leads them into the hall or private room.
10. During the guiding process, the welcoming guests walked about 1 m away from the guests and said to them, "This way, please?" Accompanied by gestures (fingers together, palms up, the action should not be too big, gently point out the direction for the guests) and turn around from time to time to signal the guests.
Xi。 After leading the guests to the private room, if there is a front desk attendant waiting at the door, please open the door and invite the guests in first, and then pull the chairs for the guests together with the stand attendant according to the principle of guests first and ladies first. After helping the guests sit down, tell the waiter the name of the host and the form of dining, and wish the guests a happy meal when they leave.
12. If there is no service industry and no waiter in the private room, after the guests are seated,
Put the guest's coat or luggage in the cloakroom or coat rack, ask for tea and quote the price. After consulting the guest, ask the guest to wait for a while and then exit the private room, immediately order tea and inform the room supervisor to arrange the waiter, and then return to his post after the handover.
13. When the guests arrive at their dining table in the lobby, they should take the initiative to ask the guests to sit down and then call the service desk attendant to provide services. If there is a waiter at the front desk, please pour tea for the guests first, ask them to wait for a moment, then inform the lobby foreman to arrange the waiter and return to their posts after the handover.
Fourteen Fujian:
1. When the guest left, he smiled and said goodbye to the guest: "Please walk slowly and welcome to come again next time!"
2. If the guest is near the elevator, the usher should take the initiative to press the elevator switch for the guest. If the elevator doesn't arrive, ask the guest to wait a moment and ask the guest's dining opinion in good faith, depending on the specific situation of the guest (if the waiter has obtained the guest's opinion, it won't be repeated), such as "Is today's dinner still to your taste? Are you satisfied with our service? Such as this, in case of guest comments, you should listen carefully, carefully record the guest's comments, and apologize and thank the guests.
3. After the elevator arrives, the guests hold down the elevator. After all the guests entered the elevator, they smiled and said goodbye to the guests: "Please walk slowly and welcome to visit next time!"
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