Task requirements: 1. What is the reception service on the guest room floor? 2. How about learning the etiquette norms and skills of floor reception service?

Floor service etiquette is to check in guests, send them into the floor where the guest room is located, and provide etiquette services such as welcoming guests and daily life.

1. Floor greeting is the beginning for guests to feel the warm service in the room. When receiving, we should provide meticulous, convenient, thoughtful and enthusiastic service according to the habits and characteristics of the guests, leaving a beautiful and deep impression on the guests.

2. Because every floor of the hotel has a special person in charge, floor attendants usually wait for guests at the elevator entrance of their own floor when providing floor service. Ask the waiter to keep smiling all the time, so that the guests will feel cordial and enthusiastic at the first sight of the floor waiter.

3. After receiving the greeting, guide the guests into the guest room, introduce the room situation, and take the initiative to greet the guests whether they are satisfied with the room conditions and whether they have other needs. In this process, we must grasp the urgent mood of the guests who want to move in and settle down. When serving food, we should be active, enthusiastic, polite, patient and considerate, sincerely care about the guests, act quickly, be busy and not disorderly, and respect the guests everywhere.

Case guidance

In a hotel, Lily, a room attendant who was busy cleaning up the room on the tenth floor, received a paging call from the room service center: three guests from Britain just checked in, and these guests just got off the plane, very tired because of the fatigue of the journey and the influence of jet lag; At the same time, they are staying in our hotel for the first time, and they need Lily to assist the bellboy to provide floor reception service and arrange them to stay as soon as possible so that the guests can have a rest. Lily immediately put down her work and went to the elevator on the tenth floor to meet three British guests. Her fluent English and meticulous reception service make the guests from afar enthusiastic, and the British guests are full of praise for the service of the hotel.

Depth analysis

From the above example, we can see the importance of floor service etiquette. If the guests from afar can't feel the warmth and care of the hotel service in a strange environment, they will be dissatisfied and won't come to this hotel again. Therefore, floor service etiquette must always pay attention.