How to say the course of hotel professional ethics? Is there a case?

According to the statistical analysis of relevant departments, hotels and travel agencies that received more complaints from guests during the Golden Week will have obvious shortage of tourists when the next Golden Week comes. This shows how important the reputation of an enterprise is to its survival and development. According to a survey conducted by the British Tourist Association, 1 hotel guests will affect an average of 9 people. If you multiply the number of people in a hotel of 1 by 9, it is a very impressive number. The reputation of the hotel will affect many potential customers and directly affect the social and economic benefits of the hotel.

1, sincerity and justice, reputation first specific requirements

1) takes meeting the needs of customers as the center and safeguarding the interests of customers as the premise.

Honesty, fairness and reputation first are the ethical norms in hotel services, which are mainly reflected in whether hotel employees can focus on the needs of guests and take the interests of customers as the premise in their actual work, such as whether they only pay attention to the promotion and profit of hotel products and ignore the specific needs of guests when introducing and promoting hotel products to guests.

2) Honest and reliable, never losing money.

Honesty and reliability means working sincerely and reliably, making guests feel that every employee in the hotel and the hotel is honest and credible. It is very important to gain the trust of guests and establish the reputation of the hotel. There is such a case to illustrate this problem:

Mr. Wu, a Hong Kong guest in a hotel in Beijing 1 127, left the hotel in a hurry. 1 1 Building's room attendant found a gray suit jacket hanging on the clothesline. After careful examination, he found a business card book and 2000 yuan in his pocket. The waiter contacted the front desk immediately, but it was too late. Mr. Wu went to the airport by taxi.

About 45 minutes later, Mr. Wu, who just arrived at the airport, called the hotel floor service desk and asked if he had found a gray suit jacket. His anxiety suddenly calmed down when he got a positive answer. But when he raised his hand to look at his watch, he found that there were only seven minutes before the flight took off, and he couldn't help but feel anxious again before he could get his clothes back in person.

The room attendant comforted him on the phone, telling him not to board the plane for the time being, waiting at the boarding gate, and the hotel immediately sent someone to deliver the clothes to the airport.

When Mr. Wu, who had checked in and waited anxiously at the customs gate, took the suit and the envelope containing 2000 yuan and business card, he said happily, "Your hotel has helped me a lot!"

Since then, this guest has become a long-term guest of the hotel, introduced many high-spending business guests to the hotel, and became an active propagandist and voluntary propagandist of hotel products.

This case fully shows that the establishment of a good image and reputation of a hotel does not necessarily depend on vigorous advertising; If every employee can inherit and carry forward the fine tradition of finding money, guests can also feel the good appearance of the hotel from the surprise of "finding it again"

(2) above the warm and friendly guests

"It's a pleasure to have friends coming from afar!" This sentence of Confucius was widely circulated more than 2,000 years ago, reflecting the fine tradition of China, an ancient oriental nation. It is these traditional virtues that have won China the reputation of "the state of etiquette".

Warm and friendly, guests first, is the essence of hotel reception work.

Enthusiasm and friendliness is a moral emotion. It requires our hotel staff to put positive personal feelings into the service of guests, be grateful to every guest and sincerely welcome guests. This kind of emotion will be transformed into our concrete actions, for example, providing quality service to our guests with enthusiasm, smiling, patience and thoughtfulness, so that guests can deeply feel that they are welcomed and respected from the words and deeds and every move of the service staff, and enjoy the relaxation and happiness brought by the hotel from the heart.

It is the professional responsibility and moral obligation of every hotel employee to consider the guests and provide all services that satisfy them. In the hotel industry, there are three mottos that can be used as a guide for employees' behavior:

First, the guest is God. Second, the guest is always right. Third, never say "no" to a guest.

Code of Professional Ethics for Hotel Employees (3)

1, the importance of warm and friendly guests.

1) Warm and friendly guests are the magic weapon for the hotel industry to win in the competition.

With the continuous development of the hotel industry, the grade and level of hardware facilities are roughly the same. In this case, what really attracts guests in the end will still fall on the service. The general service can only satisfy the "things" of the guests.

However, as guests gradually talk about their own needs for things, their real needs are the feelings that the hotel gives them. Good feelings will make them feel comfortable and produce satisfaction from the heart. This kind of satisfaction will make guests have a special liking for the hotel they stay in, from one-time consumption guests to permanent consumption guests. Generally speaking, good moods and feelings need to be shared with others. When guests share happiness with their relatives, friends and acquaintances in the ruined social circle, we will be pleasantly surprised to find that we have another group of guests coming from afar. The publicity of guests is a kind of "soft promotion" with strong penetration. Because this kind of sales promotion does not contain utilitarian factors, it can win the trust of others and the success rate is extremely high. Therefore, hospitality is the magic weapon for the hotel industry to win the competition.

2) Being warm and friendly and superior to the guests is an important guarantee for the hotel industry to achieve good reputation and economic benefits.

As long as our hotel staff warmly receive and serve guests and do everything possible to meet their reasonable requirements, guests will be satisfied with our reception service. The higher the guest satisfaction, the better the reputation and social image of the hotel, and the economic benefits will certainly be improved.

A good hotel image is a huge intangible asset that can bring endless wealth to the hotel. Therefore, hotels should use high-quality services to gain customers' acceptance and recognition, constantly improve their social visibility and reputation, and promote economic benefits with social benefits.

3, warm and friendly, the above are the specific requirements of the guests.

Hotel staff should always be full of high enthusiasm for guests and serve them actively, enthusiastically, thoughtfully and patiently. The specific requirements are:

1) Take the initiative to greet guests and think of them. It is an important embodiment of high service quality and service in place to think about what the guests think, to be anxious about what the guests are anxious about, to foresee and meet their needs.

2) Try to meet the requirements of the guests, not afraid of trouble. Be good at discovering the needs of guests from their manners.

In the catering department of Shanghai Baolong Hotel, one night, Xiao Liu, the head waiter of the catering department, was on duty to look after the private room. This is a busy day, all the private rooms are full, even the lounge has guests. Lounge