Hotel new employee training schedule

First, train employees' professional skills and service level, then train employees' comprehensive quality and hotel etiquette. The following is a reference:

Basic etiquette of hotel service

First, the reception etiquette

1. Reception etiquette

(1) Grasp the arrival time

Welcome staff must accurately grasp the arrival time of the plane, train and ship that the guests take, and inform them in time if there is any change.

(2) Pay attention to etiquette when picking up the station.

Guests who come from afar by booking tickets in advance should take the initiative to meet at stations, docks and airports. Generally, it needs to arrive 15 minutes before the arrival of flights, trains and ships, so that guests who have traveled long distances to reach their destinations will not be unhappy because of waiting.

(3) Clothing requirements

When receiving guests from different countries, we should take into account their acceptable habits of clothing color. The receptionist should be familiar with people's preferences for colors all over the world.

2. Reception etiquette when arriving at the mall

(1) Welcome greetings.

The receptionist should smile and welcome greetings in the order of first guest, then suite, first female guest and then male guest.

(2) Issuing housing distribution cards

Give the room card to the guest in time, open the elevator door for the guest, invite the guest to enter the elevator with gestures, and take the initiative to help the guest who is inconvenient to move into the elevator.

(3) Welcome in procession

When important guests or teams arrive, we should organize waiters to queue up at the door to welcome them. Clothes should be neat and full of energy. When the guests arrive, they should applaud. When necessary, the general manager and relevant leaders should come forward to meet. The team shall not be disbanded until all the guests enter the store or all the vehicles leave.

Second, Fujian etiquette

1. specification

The specifications of the farewell are roughly the same as the reception, but the order of the guest and the host is just the opposite of the welcome, welcoming first and then welcoming; Seeing the guests off is the first, and the welcoming staff is the last.

2. Preventive measures

For hotels, the following points should be noted:

(1) Ready to check out

Prepare for check-out in time before guests leave the hotel, including checking the use of mini-bar drinks. Never catch up with the guests after they leave and let them make up the "missing account".

The luggage is ready.

The waiter or waiter should deliver the guest's luggage or heavy items to the door.

(3) Open the door

Hotel staff should help guests open the car door, hang the top of the car door with their right hand when opening the car door, and get on the bus by themselves in the order of guest priority, waiter priority, female guest priority and male guest priority.

say goodbye

When seeing the guests off, you should say goodbye to them, wish them a pleasant journey and watch them leave as a sign of respect.

Deliver a car

If you want to accompany them to stations, airports, docks, etc. You should wave when the car and the boat are moving and you can't leave until you are far away.

Third, the specific affairs in the welcome work

1. Prepare in advance

In order to welcome high-ranking guests, VIP lounges are arranged at airports, stations and docks in advance to prepare drinks. Send someone to the airport to wait for the guests, instead of going through the relevant formalities and picking up the luggage. Play elegant music after arriving at the hotel to eliminate the fatigue of the guests. In addition, you can also prepare some latest newspapers and magazines. Employees should be well-trained, so as to leave a pleasant first impression on the guests.

Assist in work

Designate a special person to assist in handling air tickets, cars, boat tickets and baggage claim or consignment and other related procedures and matters. Important delegations, with a large number of people and luggage, should take out the luggage of the main guests first, and it is best to ask the other party to send someone to cooperate and deliver it to the residence in time so as to change clothes.

During the reception.

We must strictly implement the hotel reception system and other relevant regulations and consciously safeguard the reputation of the hotel.

4. After staying in the hotel

Grasp the room occupancy, make various reports on the room occupancy, provide accurate information for the hotel management, and transmit the relevant information of the guests to various departments through computers, telephones, documents and reports.

5. Pay attention to separate reception

At the entrance of the hotel, don't always write the word "welcome", but change the language at any time according to the arrival of people of different nationalities. If you put up an electric rotating placard and keep rotating to show the languages of various countries, it will make guests feel at home. In the guest's room, a small flag of the host country will be hung, and a newspaper printed with the language of the country will be placed on the table. I believe that the emotional distance between the hotel and the guests will be significantly reduced.

Reception etiquette requirements

1. When the guests arrive, greet them warmly and actively. This can be said to be the first step of polite service. Use polite salutations such as "sir" and "miss" when greeting, and use greetings such as "hello", "good morning" and "good evening".

When waiting for the guests, you should concentrate and keep eye contact with them.

Treat guests equally, whether white or black, poor or rich, domestic compatriots or foreign tourists.

4. When serving guests, we should follow the principle of "master first, then time, woman first, then man".

5. When seeing the guests off, you should take the initiative to ask their opinions about the hotel and extend some polite expressions, such as "Please forgive my shortcomings", "Welcome to visit again" and "Goodbye".

References:

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