What are the hotel etiquette?

In hotels, many basic principles of business etiquette are universally applicable. However, due to the particularity of the work nature of this industry, it has its own set of etiquette norms, which is what people call hotel etiquette. Compared with other industries, the characteristics of hotel etiquette can be said to be more friendly, more enthusiastic, more thoughtful and more enthusiastic. In other words, in hotels, people should be more polite. The following are some basic points of hotel etiquette:

Among the routine services provided by the hotel, receiving guests who come to stay is the most important one. Therefore, the basic content of hotel etiquette is to serve the guests. Hospitality is the basic requirement for all hotel employees. Not only do you show warm, cordial, joyful and friendly feelings when entertaining guests, but there are three major considerations: First, you should be sincere. Is to be sincere, not to engage in false feelings, false meaning. Second, we should be moderate. That is, take the relevant etiquette norms as your own code of conduct, and do not act without authorization. Third, we should be equal. That is, treat people equally and treat others equally.

According to the hotel etiquette regulations, it is important to require hotel employees, such as doormen, clerks, receptionists, elevators and room attendants, to be conscientious and courteous when receiving guests.

In the hotel service, the service of doorman is the first link. He is called the facade of the hotel, or "the photo of the hotel". What he has done has a preconceived and preemptive effect in determining people's first impression of entering and leaving the hotel.

When the guard is on duty, the clothes should be clean, tidy and crisp. The doormen are usually men. If women are replaced, they are usually called miss manners. Miss etiquette should wear simple and conservative clothes when on duty, and can wear light makeup, but it is not suitable to wear jewelry. At present, waitresses in many hotels usually wear special cheongsam to work. This is ok, but the cheongsam should not be opened too high, so as not to expose the underwear inside the hostess or her thighs, thus affecting the guests' evaluation of the hotel they represent.

At work, the doorman or waitress should stand up straight, look straight and have a smile on her face. Shoulders, hips, bent legs or leaning against objects are absolutely not allowed. It should be forbidden to chat with the opposite sex, acquaintances and taxi drivers for fun.

When the guests arrive, the doorman is obliged to open the car door for them. When important guests or group guests arrive, the doorman and waitress should line up to meet them under the leadership of the hotel director. If it rains, the doorman or hostess should take the initiative to open an umbrella for the guests, and if they meet the elderly or disabled with mobility difficulties, they must come forward to help. If the other party is overseas? Before you come forward to help, you should ask the other person's opinion, such as "Sir, do you need any help?" You can't act until you get permission.

The porter's task at the moment is to take the luggage from the guests, or take it out of the car he is riding, and then carry it to the lobby. When traveling, the bellboy should walk behind the guests. If the other party repeatedly refuses the porter to work for it, there is no need to force it. Any luggage of the guests should be handled with care, and it is strictly forbidden to throw or press it indiscriminately.

When guests talk to the receptionist at the reception desk, they should wait by. When stepping into the elevator, you should enter at the back; When you step out of the elevator, you should go out late.

When a guest enters the main entrance of the hotel, the doorman or hostess needs to take the initiative to open the door for him and say "hello, welcome!" " When greeting, make the gesture of "come in", and the voice should not be too cold, too hard or too high. If there is more than one guest, you should take the trouble to greet everyone one by one, not afraid of repetition. When you meet a regular customer, you should also show familiarity with the other person when greeting, such as "Hello, welcome to visit again!" " ""hello, come in! " "Hello, your body is recognized back, for the guests, it is a kind of self-esteem satisfaction, which will make them happy.

When a guest leaves the hotel, the service provided by the doorman or waitress is similar in operation according to the standard. Only the greeting should be changed to: "Hello, goodbye. The factory should stand aside and watch the guest's car leave." Sometimes, you don't have to send guests outside the door.

Front desk plays the role of reception center, service center and command center in hotel service. As the most important link between the hotel and the guests, every receptionist at the front desk should perform well in his work.

When the receptionist is on duty, she must dress according to the regulations and try to be meticulous in every detail. The signboard of the receptionist should be worn on the left chest and must be properly worn.

In general, the receptionist at the reception desk should stand when serving the guests. When standing, the posture should be civilized and elegant. Don't bend over, bend over or lie prone, with your feet crossed and one foot high. You can cross your hands on your lower abdomen or on the edge of the counter, but you are not allowed to put your hands in your pockets or wave them at will to tell you what to do.

At work, the receptionist at the reception desk should be proficient in business, stress efficiency and save guests' time. When serving guests, you should look at them with a smile. Kind attitude and expression. Speak slowly, clearly, elegantly and gently.

When guests come to live, they should look at the triangle area between nose and eyes, lean forward slightly, and say hello first: "Hello! Welcome to the factory. " Hello, can I help you? ""excuse me, what can I do for you? "After hearing the guest's request, you should try your best to meet it. If it is necessary to confirm or repeat, you should say …-I'm sorry. If you can't meet the requirements of the guests, give them a reasonable explanation and take the initiative to introduce other places that can meet the requirements of the guests. When necessary, you can also take the initiative to contact each other.

If there are more guests at the same time, we should serve the guests in the order of "first come, first served". For later guests or complaining guests, don't be tit-for-tat, and don't be unreasonable. Say "I'm sorry!" Give it to each other. Use static braking to calm the dissatisfaction of the other party.

When you need to check the guest's certificate, you should explain the reason first, then return it as soon as possible and say "thank you!" When handing over the room key or cash, you should double-finger and say "Please keep it safe". Don't throw it on the counter, let the guests help themselves.

When you say goodbye to the guests, you should say a few more words that the guests want to hear at this moment. For example, "Mr. A, according to your request, we have prepared a standard room facing the sea for you on the floor of South Building 18. Its room number is 18 18. The waiter will show you to your room at once. The view is wide and you can see the sunrise on the sea. I believe you will like it. If you have any requirements, you can always tell me. I wish you good night. "

The receptionist at the reception desk should take the initiative in their work, greet the coming guests and provide necessary services, instead of waiting for the guests to speak before taking care of them. During the reception, you should speak clearly and answer the questions of the guests patiently and carefully. Any rude answers such as "I don't know", "I don't know", "I haven't heard of it" and "Please find someone else" are not allowed.

When you meet a call for help from a hotel guest, you should give the necessary help. Temporarily unable to solve, should be recorded, in the shift, should also make the necessary explanation. No "corruption", no forgetting, no shirking, no ignoring.

Treat the departing guests quickly and accurately when checking out. Write it clearly on the bill For the guest's questions about the bill, be patient until the other party is satisfied. Don't laugh at each other: "You are so careful!" "You still care about these two pence, why bother about them?" Don't forget, it is your obligation and the right of the guests to make a clear account.

In hotels, people go up and down the stairs by elevator instead of walking. An elevator operator's job may be ordinary, but it has a very important influence on the mood of guests coming and going.

When you see the guest walking towards the elevator, wait for the elevator attendant outside the elevator door as required. You should advance to the elevator and meet the guests in the elevator room. He should face the door and stand sideways, holding the door with one hand and signaling the guests to "come in" with the other. At the same time, he should also say to the guests, "Hello! Please come in. " Or "hello! What floor do you want to go to? "

Look in the mirror before closing the elevator door, and don't let people who come in a hurry close the door. Be sure to pay attention to the safe operation of the elevator, and don't pinch passengers when opening and closing the door. Before opening and closing the door, you'd better raise your hand to signal the passengers' attention.

If the passengers in the elevator are full, you should say "sorry" to the guests who still want to squeeze in, and don't overload the elevator. Usually, when the guests arrive, the elevator will open. Don't save trouble, let the first person wait in the elevator.

Before arriving at a certain floor informed by the guest in advance, Qingsheng should report the number of floors so that the other party can get ready. When guests get out of the elevator, they should say "goodbye"

The room attendant should make preparations immediately after receiving the notice that the guest will arrive. When the guests arrive, they should be greeted with smiles and warm greetings: "Hello, welcome."

After that, you should lead the way and take the guests into the guest room. After opening the door, guests should be invited in first. After entering the guest room, you should briefly introduce the equipment in the room and the facilities in the hotel. When you ask the guest that there is no doubt, you should quit immediately so as not to disturb the guest's rest. When you say goodbye to the guests, you should tell them, "If you have any questions, you can come to me at any time." . When guests leave the hotel, they should be sent to the elevator door to say goodbye warmly.

If a guest has a lot of luggage, usually his luggage should be sent to the lobby or room with the help of a bellboy. If you send the guest's luggage to the lobby, you should count the pieces of luggage before you leave. If you need to deliver the guest's luggage to the guest room, you should always follow the guest after entering the main entrance. When guests talk to the receptionist at the reception desk, they should wait by. When stepping into the elevator, you should enter at the back; When you step out of the elevator, you should go out late.

The bellboy can get in touch with the room attendant after accompanying the guests to the established floor. Then follow the guests into the guest room. After entering the guest room, put the luggage in the place designated by the guest and leave in time. If you can't check in, you will be suspected of extorting tips.

When the guest leaves the hotel and needs the help of the bellboy, the bellboy should arrive at the guest room at the appointed time. After knowing the quantity and specific requirements of the guest's luggage, we should carefully and responsibly transport the luggage to the car reserved by the guest and put it in the trunk. When the guests arrive, explain this to them in detail, lest the other party forget to return it. After that, you should bow to the guests and use polite expressions such as "Have a nice trip", "Welcome to visit again" and "Goodbye".