Welcome common sense of etiquette

[Male staff] Male staff should pay attention to the following matters in appearance: [Female staff] Female staff should pay attention to the following matters in appearance: maintain their good manners at work: everyone should pay attention to their manners at work, which not only shows self-esteem and respect for others, but also reflects the work attitude and sense of responsibility of a safe employee.

[Standing posture] Description: The correct standing posture is to raise your head, look forward, hold out your chest, put your shoulders flat, your arms naturally droop, tuck in your abdomen, stand upright with your legs together, your toes are V-shaped, and your body center of gravity is placed between your feet; You can also separate your feet, slightly narrower than your shoulders, and put your hands together in front of or behind your abdomen. Morning meeting requirements: male staff should keep their feet apart, slightly narrower than their shoulders, and put their hands together behind their backs in addition to maintaining a correct standing posture; Female employees have their legs together, their toes are V-shaped, and their hands are put together in front of their abdomen.

Common etiquette handshake: handshake is one of the most commonly used etiquette in our daily work. Do you know the basic etiquette of shaking hands? When shaking hands, the order of reaching out is superior first, master first, elder first and lady first.

The handshake time is generally 2, 3 seconds or 4, 5 seconds. Don't shake hands too hard or not.

Smile at each other. Bowing is also a common courtesy to show respect, respect and gratitude.

When bowing, you should sincerely express your gratitude and respect to each other, which will be reflected in your actions and leave a sincere and true impression on each other. Say hello at work in the morning, and everyone should say hello when they meet! A good start to a day's work should start with greeting each other.

Hotel staff greet each other "Good morning!" When they meet in the morning. "Good morning!" When on business trip (before 10 pm), call other people in the department or indoors. When you meet guests in the company or go out, you should greet them with a smile. Say hello to each other after work, and then leave, such as "see you tomorrow", "goodbye" and "bye-bye". When guests visit or meet strangers, we should use polite language.

[Basic expressions] Use "Hello" or "Hello" when meeting for the first time or meeting for the first time on the same day. You can use "good morning" and "good morning" in the morning (before ten o'clock) and "hello" or "hello" at other times.

"Welcome" or "Hello" receptionists will use it when they see guests visiting. "Excuse me, please …" Be gentle and polite when waiting for the guests.

Thank you for waiting. No matter how long the guests have been waiting, you should apologize to them. "Excuse me, please …" This phrase should be used when guests need to register or go through other formalities.

"Excuse me ..." When it is necessary to interrupt the conversation of guests or others, please pay attention to the gentle tone and low volume. "Thank you" or "Thank you very much" should express gratitude to others for their help and support.

"Goodbye" or "Welcome to come again next time" is used when guests leave or leave safely. [Idiom] Do you pay attention to using the following languages in your daily work? 1, please 2, sorry 3, trouble 4, excuse me 5, excuse me 6, okay 7, it's 8, clear 9, you 10, Mr. or Ms. X 1 1, manager x or director X 2, father or mother of your company/kloc-0. Just a moment, please 19, sorry … 20, that's all right. 22. Nice to meet you (you). 23. Please advise. Please take care of me. 26, please 27.

2. Prepare a pen and paper by the phone for recording. 3. Confirm the time, place, objects and events recorded.

4. Tell the other person your name. Notes on basic terms in sequence: 1. Pick up the receiver and say your name "Hello, Hotel" (straight line) "Hello, Thank you for your attention, and so on. You must confirm each other. If you are a guest, you should express your gratitude. 3. Listen to the other party's phone call and take notes if necessary. Please repeat it and see you at 9 o'clock tomorrow.

Confirm the time, place, object and reason, etc. If there are rumors, be sure to record the time of the call and who left the message. 5. Concluding remarks are "clear", "please rest assured ……", "I will certainly convey", "thank you" and "goodbye". 6. Put it back on the phone and listen to Jane. The other party puts it down and then gently puts it back on the phone. Make a good record. 2. Use polite language. Important words such as place, reason and number 5. Avoid using technical terms or abbreviations that the other party can't understand on the phone. 6. Be careful not to speak too fast. 7. Answer politely when you dial the wrong number and ask the other party to reconfirm the phone number. Note: Basic ordering terms: 1. Prepare to confirm the caller's name, telephone number, content, speech order and required information and documents. I'm from the hotel department. Be sure to say your name. Speak politely. 3. Confirm the caller. "Excuse me, is Mr. ╳ ╳ ╳ in this department?" "Please, I want to call Mr."

"hello! This is ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳.

2. What do you think of the welcome etiquette of employees?

The most important thing in reception etiquette is kindness and sincerity.

As long as you see a guest coming, you must pay attention to the courtesy of using your eyes, ears and mouth. Smiling makes guests feel kind and welcome.

When guests come in, employees should immediately say hello, show respect and say "welcome" kindly. In addition, the most important thing is to use your heart, and you must not be inconsistent. For example, when your guests come, it is not sincere to sit in your seat and say "welcome" to them.

In the business world, "customer first" is an unchangeable rule, so when exchanging business cards and handing things to guests, you should hand over your hands to show your respect. If you can't hold things with both hands, you should try to present them with your right hand to show politeness, because many countries regard the left hand as a symbol of impurity.

As a tour guide, you should walk on the left or right of the guests, because some guests are not familiar with the business environment. Never use voice to indicate the direction and route behind the guests, and don't walk so slowly that the guests are at a loss. You must keep pace with the guests and guide them to the right place. In fact, no matter what the identity of the customer is, we should treat him as a VIP and treat him sincerely. Don't favor one over the other, look at others with suspicion or judge people by their appearances, as the basis for a grand reception.

Making every customer feel valued and comfortable is the highest art of reception.

3. What is the welcome etiquette?

Welcome means that in interpersonal communication, under the condition of prior appointment, the host sends a special person to the place known by the visitor to wait for the arrival of the other party.

1, Standing: Standing: The hostess stands with a V-shaped foot, and the heel of her left foot is close to the center of her right foot. A. The hostess's standing feet are in a "D" shape or a "V" shape, and the heel of her left foot is close to the center of her right foot, and 35 degrees is appropriate. Her hands naturally hang down on her abdomen and her right hand is placed on her left hand. The angle between the feet is 35-45 degrees. Hands naturally hang down on the abdomen, and the right hand is placed on the left hand.

The male greeter stood with his feet shoulder-width apart, his legs straight, his hands behind his back and his right hand behind his left hand. B. The male greeter stands shoulder-width apart with his feet straight, his right hand behind his hands and his left hand behind his back.

2. Leading: When leading, make an inner gesture: the right arm naturally bends to the height of the chest and naturally bends. A. When guiding, make the gesture of asking questions: naturally bend your right arm, lift it to chest height, straighten your fingers together, take the elbow joint as the axis, palm up, point to the target, and don't use too much force.

Keep your fingers together and straight, point to the target with the elbow joint as the axis, and don't use too much force. B. When leading the guests, walk sideways about 1.5m on the left side of the guests, and at the same time observe whether the guests keep up with you from the corner of your eyes. Look back from time to time to signal whether the guests are following. When walking, turn around to signal the guests from time to time, and remind the guests to walk slowly when going up the steps or turning.

C. follow four principles when greeting: women first, men later, old first, young later, guests first, and masters later. Say hello first and follow four principles: women first, men first, old first, young first, guests first, and so on. When carrying luggage or heavy briefcase, if the other party refuses to help again and again, please ask the guest for advice.

D. Ask the guest for advice when he has luggage or a heavy briefcase. If the other party refuses to help again and again, there is no need to ask again and again. Everything of the guests should be handled carefully. You don't have to ask again and again, you should handle everything carefully.

During the peak meal period, the restaurant has no vacancies for the time being. Please apologize to the guests and explain the situation.

4. What etiquette should be paid attention to when welcoming guests?

If you are welcoming guests in a hotel, you can refer to this: behavior is the etiquette of a person's behavior.

Posture refers to the appearance of the body, and demeanor is the external expression of personal quality cultivation in interpersonal communication, and it is also the expression of temperament. 1, basic station.

Stand upright, natural, cordial and steady, that is, "stand upright as loose." Its standard practice is: head up, face straight ahead, eyes straight, jaw miniature, neck straight, shoulders relaxed, breathing naturally, waist upright.

Arms droop naturally, at the sides of the body, hands on the chin forward, fingers slightly bent, fingertips down. Stand at attention with your legs together and your knees close to your heels.

The two limbs are separated in a "V" shape, about the width of a fist. Pay attention to raising your hips, and your body weight should be evenly distributed on your legs.

2. Sit down. Sit in the right posture.

The key points are: sit down slowly, keep your upper body straight, your heart vertically downward, your waist upright, your spine straight up, your chest straight forward, your shoulders relaxed and flat, and your torso with your neck, hips, legs and feet facing forward; Put your hands on your knees naturally and put your knees together; Look straight and smile. When sitting, don't fill the chair (the waiter should sit 2/3 of the chair), but don't sit beside it. When you know, you must not have the following postures: (1) Sit in a chair, lean forward and lean back, shake your legs and cross your feet; ⑵ Put your feet on the armrest of a table or sofa, or on the coffee table; (3) Hold your chest with your hands in front of your superiors or guests, and sit cross-legged or half-lying; (4) Lie prone on the workbench.

An indecent sitting posture. Legs are too wide; Improper leg support; The legs are overstretched.

3. Standard squat posture. Its requirements: when squatting, the legs are not side by side, but the left foot is in front and the right foot is behind.

The left foot should be completely on the ground, and the calf is basically perpendicular to the ground; Rest your right foot on the sole of your foot and lift your heel. At this time, the right knee must be lower than the left knee, and the inside of the right knee is close to the inside of the left calf, forming a posture in which the left knee is higher than the right knee.

Women should rely on Kun's legs, and men can be separated moderately. Hips down, basically support your body with your right leg.

It is often more convenient for male workers to choose this way in their work. Cross squat posture.

Usually suitable for female employees, the advantage is beautiful and generous appearance. The basic feature is that the legs cross together after squatting.

The requirements are: when squatting, the right foot is in front, the left foot is behind, the right calf is vertical to the ground, and the whole foot touches the ground. The right leg is on the top and the left leg is on the bottom, and the two overlap.

The left knee extends from the back waist to the right, the left heel is lifted, and the sole of the foot touches the ground. Legs together to support the body.

The upper body leans forward slightly Hips down.

4. Requirements and standards of basic walking posture. The correct gait requires "walking like the wind", and its specific essentials are: the upper body is upright, the shoulders are stable, the two swings are natural, the legs are straight but not stiff, the pace is steady, the gait is stable, the stride is moderate and even, and the feet are on the ground.

Pay attention to the main points. Clear direction, moderate stride, even speed, accurate center of gravity, harmonious body and beautiful shape.

Differences between men and women. When men March, their heels alternate in a line and their toes slightly abduct. Usually, their speed is slightly faster, their steps are slightly larger, and their steps are heroic and powerful, which fully shows the masculine beauty of men.

When the female * * * personnel are marching, their toes are slightly outward, and the two * * * walk in a straight line, which is called "one step at a time" to show elegance. Also note: (1) Try to stay to the right, and don't walk in the middle.

When meeting superiors and guests, you should nod your head to show your respect. (3) When you walk to the door with your superiors and guests, you should take the initiative to open the door and let them go first. You can't beat yourself.

(4) When getting on and off the elevator with superiors and guests, you should take the initiative to open the door and let them get on or off first. 5] when guiding the guests, let the guests and superiors be on their right.

[6] When going upstairs, the guest is in front, when going downstairs, the guest is behind, and when three people walk together, the guest is in the middle. On the sidewalk, women walk inside to make them feel safe.

Once, when a guest comes up or down the stairs, he should take the initiative to give way to the guest. 5. Standing requirements for some posts in the hotel (1) Standing requirements for doormen, VIPs and ushers in the lobby In addition to the above requirements, the arms naturally droop, the heels are close together, the toes naturally separate (including the outside, just the length of the feet), and smile. If there are no guests coming in or out, you can relax your feet a little. When the guests arrive, you should immediately return to normal posture.

(2) Waiter, the upper body is straight, the feet are separated (the heel separation distance is limited to 8cm, and the arms are naturally drooping. Both men and women can use the backhand posture. (3) Counter staff, upper body straight, legs apart, arms can be properly handled.

But don't hold your arms. 6. Hand posture.

Hand posture is the most expressive "body language". Hand posture should be standardized and moderate.

When giving directions to guests, straighten your arms, put your fingers together naturally, palm up, take your elbow as the axis and point to the target. At the same time, keep your eyes on the target and consider whether the other party sees the indicated target. Don't point with one hand when introducing or giving directions.

When you speak, you can't gesture too much and not too much, otherwise you will feel gilded the lily. Generally speaking, the gesture of palms up is modest and sincere. When introducing, guiding and indicating the direction, palm up and upper body lean forward slightly to show respect.

When handing something to a guest, you should respectfully offer it with both hands. Never throw it casually, and avoid pointing your finger or pen directly at the guest.

5. Hotel etiquette knowledge

I am a hotel management major (1). The guest asked for a live performance. The hotel is a place where the hotel doesn't perform. I can't allow it, but I must explain it clearly to the guests. To put it mildly, I'm sorry that the hotel rules can't do anything outside the profession! 2) The guest thinks the food is not ready. If this dish is like this (like a medium-rare steak), he can explain it to the guests first. If he still feels unfamiliar, he can discuss with the guests whether he can take it back for reprocessing.

Generally, it will not be redone, because the food cost is high, and the hotel aims to increase profits. If it can lose money, it won't. If you want to apologize, you can send a fruit bowl, and the cost is very low. 3) What should I do if the vegetable soup is spilled? Apologize and then wash the spilled soup.

However, if the soup spills on the guests, it will be more serious. Maybe the guest's clothes are expensive and dirty, and it is not easy to wash them. Of course, you should apologize first, and then help the guests clean their clothes for free with their consent. You have to give the guests some small discounts afterwards, such as small discounts on food and beverage, otherwise it is likely to cause complaints.

6. Little knowledge of etiquette

Etiquette is the minimum moral standard that human beings require people to abide by in order to maintain the normal life of society. It is gradually formed in people's long-term life and communication and is fixed by customs and traditions.

For a person, etiquette is the external expression of a person's ideological and moral level, cultural literacy and communicative competence. For a society, etiquette is a reflection of a country's social civilization, moral fashion and living habits. Paying attention to and developing etiquette education has become an important content of moral practice.

? The content of etiquette education covers all aspects of social life. From the content point of view, there are appearance, behavior, expression, clothing, speech, treating people and so on; From the object, there are personal etiquette, public etiquette, hospitality etiquette, table etiquette, gift etiquette, civilized communication and so on.

The code of conduct in the process of interpersonal communication is called etiquette, and the performance of etiquette in speech action is called politeness. To strengthen moral practice, we should pay attention to etiquette, so that people can communicate with each other on the principle of "respecting others, self-discipline, moderation and sincerity" and bid farewell to uncivilized words and deeds.

? Etiquette, etiquette and politeness are rich and varied, but each has its own regularity. Its basic etiquette principles are: first, the principle of respecting people; Second, the principle of self-discipline, that is, self-denial, prudence, initiative, voluntariness, courtesy, self-comparison, self-reflection, self-demand, self-discipline, self-control, arrogance, duplicity; The third is the principle of moderation, moderation and control; Fourth, the principle of sincerity, treat people sincerely, treat people sincerely, don't take part in accidental amusement, and behave differently. ? First, personal etiquette? (1) instrument? Instrument refers to a person's appearance, which is the external expression of a person's mental outlook.

A person's hygiene habits and clothes are closely related to the formation and maintenance of a dignified and generous appearance? 1. Hygiene: Cleanliness is the key to beautiful appearance and the basic requirement of etiquette. No matter how beautiful clothes and luxurious clothes are, if the whole body is covered with dirt and smell, it will inevitably destroy a person's aesthetic feeling.

Therefore, everyone should develop good hygiene habits, wash their faces and feet after going to bed and getting up, brush their teeth in the morning and evening and after meals, wash their hair and bathe frequently, pay attention to neatness and change clothes frequently. Don't "clean personal hygiene" in front of people.

For example, picking teeth, picking nostrils, digging ear wax, manicure, rubbing dirt and so on. These behaviors should be avoided by others, otherwise, it is not only unsightly, but also disrespectful to others. When talking with people, keep a certain distance, don't speak too loudly, and don't splash on the population.

? 2. Clothing: Clothing reflects a person's cultural quality and aesthetic taste. Specifically, it is necessary to be natural, decent, harmonious and generous, and to abide by some established norms or principles.

Clothing should not only adapt to its own specific conditions, but also always pay attention to the dress requirements of objective environment and occasions, that is, dress should give priority to time, place and purpose, and strive to keep in harmony with time, place and purpose in all aspects of dress. ? (2) Can you talk? As an art, speech is also an important part of personal etiquette.

? 1, courtesy: be sincere and kind; The sound size should be appropriate, and the tone should be peaceful and calm; Respect others. ? 2. Terminology: honorifics, words expressing respect and courtesy.

Such as "please", "thank you" and "sorry" in daily use, and the word "you" in the second person's address. The first meeting was "long heard"; Long time no see; Please criticize it as "teaching"; Trouble others call it "disturbing"; Seeking convenience is "borrowing light"; Ask people to do things, such as "please".

Efforts should be made to form the habit of using honorifics. At present, the polite expressions advocated in China are ten words: "hello", "please", "thank you", "sorry" and "goodbye".

These ten words embody the basic language form of speaking civilization. ? (3) etiquette? 1, Conversation posture: Conversation posture often reflects a person's character, cultivation and civilized quality.

So when talking, first of all, both sides should face each other squarely and listen to each other. They shouldn't look around, read books and newspapers, look tired and yawn. Otherwise, it will give people the impression of being absent-minded and arrogant.

? 2, standing posture: standing posture is the most basic posture of people, is a static beauty. When standing, the body should be perpendicular to the ground, the center of gravity should be placed on the palms of the two front feet, and the shoulders should be relaxed.

Arms naturally droop or cross in front of the body, eyes straight and smiling. Don't bend your neck, waist and legs when standing. In some formal occasions, it is not advisable to put your hands in your trouser pockets or cross your chest, let alone make some small moves unconsciously. This will not only appear stiff, give people a feeling of lack of self-confidence, but also lose the dignity of etiquette.

? 3, sitting posture: sitting is also a static shape. A dignified and elegant sitting posture will give people an elegant, steady and natural aesthetic feeling.

The correct sitting posture should be: straight back and relaxed shoulders. Women should put their knees together; Male knees can be separated, but not too big, generally not more than shoulder width.

Put your hands naturally on your knees or on the armrests of your chair. On formal occasions, you should be gentle when you sit down, dignified and steady when you get up, and you can't rattle tables and chairs and create an embarrassing atmosphere.

No matter what sitting posture, the upper body should be kept straight, as the ancients said, "sitting like a clock." If you insist on this, no matter how you change your posture, it will be beautiful and natural.

? 4. Walking posture: Walking is the main action in people's life, and walking posture is a dynamic beauty. "Walking like the wind" means using popular water to describe a brisk and natural gait.

The correct walking posture is: light and steady, chest raised, shoulders relaxed, eyes looking straight, smiling, swinging arms naturally. ? Second, meet etiquette? 1, shake hands: shaking hands is an important way to communicate ideas, exchange feelings and enhance friendship.

When shaking hands with others, look at them with a smile, don't be absent-minded, look around, and don't shake hands with others with a hat and gloves. In general, the handshake time should not exceed 3 seconds. You must stand up and shake hands to show respect and courtesy to others.

? Shake hands also pays attention to a certain order: generally, it pays attention to the "honour person decides", that is, after the lady, the elder, the married person and the person with high status reach out, the man, the younger generation, the unmarried person and the person with low status can reach out and respond. If a person wants to shake hands with many people, then the polite order is: elder first, younger generation first, master first.

7. What is the service process and etiquette of the usher?

In the welcome work, we should make necessary preparations in advance, so as to be prepared.

1 Grasp the basic situation: Be sure to fully grasp the basic situation of the welcome object. Personal information of guests, especially the guest of honor. Such as name, gender, age, native place, nationality, unit, position, professional title, education, degree, specialty, specialty, preference, writing style, popularity and so on. If necessary, we also need to know their marriage, health status, political orientation and religious beliefs. When you know the specific number of guests, you should not only be accurate, but also focus on who is in charge of the other party, how many couples there are among the guests and so on. Did the guest have any official visit records before? If the guests, especially the main guests, have visited before, they should pay attention to consistency in the reception specifications. When there is no special reason, it is generally not appropriate to rise and fall at will when welcoming guests. Guests can report their plans, such as the purpose of the visit, the itinerary of the visit, the requirements of the visit and so on. On the premise of what we can, we should take into account the special requirements of the guests and take care of each other as much as possible.

Make a specific plan: Make a detailed welcome plan, which will help to avoid omissions and reduce twists and turns in the reception work and make it go smoothly step by step. According to the usual practice, it should at least include the welcome mode, transportation, accommodation, work schedule, entertainment activities, sightseeing, talks, meetings, gift preparation, expenses, reception, accompanying personnel and other basic contents.

According to the parallel teacher of the famous enterprise management education expert:

As far as welcoming guests is concerned, the reception should be prepared first, and the most important thing is five points. That is, the first is the welcome mode, the second is the welcome staff, the third is the welcome time, the fourth is the welcome place, and the fifth is the means of transportation.

Welcome mode: Do you want to hold welcome activities and how to arrange them? How to carry out welcome activities? Be sure to carefully select the welcoming staff, limit the number of people, have similar identities, and clarify the responsibilities. In the welcome work, whether the on-site operation is appropriate is the key link.

Etiquette is actually a science. Not just standing at the door to welcome guests. Too many!