Hotel etiquette training materials

Hotel service etiquette training is a course mainly aimed at hotel service personnel developed by teacher Zhu Qing. It mainly introduces the etiquette norms that hotel staff should pay attention to in their daily work, the shaping of personal image and temperament, and the etiquette that should be shown when receiving guests. Help hotel staff to improve their professional quality, enhance the overall image of the hotel and customer satisfaction.

Hotel service etiquette training information

Trainer: Zhu Qing.

Training time: 3 days

Training hotline: 037 1-8888- 1672.

Training target: hotel front-line service personnel

Training purpose

1. Fully display the image connotation of the hotel.

2. Fully demonstrate the cultural concept of the hotel.

3. Let employees understand the importance of service etiquette.

4. Make employees master the basic points and norms of service etiquette.

5. Let employees know how to create a professional image that suits their personal style;

6. Make employees improve their appearance and professional dress, and create a professional service image;

Training background

The image and accomplishment of service personnel is the billboard of the company. With the development of modern society, the products and culture of any company are gradually personified. Failure to show a highly professional image and etiquette norms is tantamount to announcing to customers: "We can't meet your quality and service requirements. Our professional quality is not high. We don't care whether you are satisfied or not. Our products and services are unreliable. You can pay a low price. " Poor employee image and etiquette norms seriously damage and destroy the company image.

Hotel service etiquette training program

Part I: Introduction of Hotel Etiquette Course.

I. Etiquette and Hotel Etiquette Overview

1, the historical origin of etiquette

2. The basic principles of hotel etiquette

3. Differences in etiquette between East and West

4. Communication between verbal and nonverbal information

5. Etiquette details that are easily overlooked in hotel etiquette.

6. Hotel service personnel need to know themselves again.

Two. Overview of hotel etiquette

1, why do you want to learn etiquette?

Information and function conveyed by the image of service personnel

2. How to learn etiquette?

Main Contents, Characteristics and Principles of Hotel Etiquette

3. What are the hotel guests like?

1. Teacher Qian asked: What kind of people are the hotel guests?

2. The trainee replied:

(1) "The guest is God!"

(2) "Guests are friends!"

(3) "The guest is a teacher!"

(4) "The guests are parents!"

3. Teacher Qian answered: A guest is a guest.

4. Guests' requirements for hotel etiquette service

Sharing: Have the "talent" to travel all over the world.

Discussion: If you are a hotel guest, what kind of service staff do you like?

The second part: image etiquette training for service personnel.

First, the appearance and etiquette of service personnel.

1, gfd service personnel specification

Step 2 Create a good first impression

(1) First impression = first round effect

(2)7 seconds determines the other person's first impression of you.

3. Self-confidence is the beginning of the image of service personnel.

4. Why do the service staff look beautiful?

(1) Clothing: standard for uniforms.

(2) Accessories: How to match (icing on the cake or gilding the lily? )

5, the hotel's makeup etiquette

(1) service personnel composition specification

(2) the specification of service personnel's hairstyle

(3) Other appearance specifications of service personnel

Second, excellent image management of service personnel.

1, impression management

Create a good first impression

2. Body language management

Silence is better than sound.

3. Appearance management

Excellent appearance can improve your overall level.

4. Clothing management

Your clothes tell everyone who you are!

5. Expression management

2 1 century winning magic weapon

6. Language management

As soon as you speak, I can understand you.

7. Clothing management

Clothing is full of social symbols.

8. Makeup management

Know your complexion and face.

9. Detail management

Details reflect taste.

Third, the image of service personnel etiquette requirements

1, requirements for hair

2. Requirements for face

3, the requirements of the arm

4. Requirements for legs

5. Make-up requirements

6. Dress code

Chapter III: Hotel Smile Service Etiquette Training

I. Introduction of Hotel Smile Etiquette Service

1, gfd- beautiful and profound

2, sincere smile-from the heart, enjoy it.

3. Body language-habit and nature

4. Expectation-sincerity and trust

5. Be confident and strong-convince the other person that you have the ability to solve problems.

Second, the etiquette and skills of hotel smile service

1, facial expression

2. Use of eyes

(1) gaze position

(2) the angle of gaze

(3) the skill of gazing

(4) Fixed time

3. Facial expression (smile)

(1) Types of laughter

(2) The essentials of smiling

(3) Smiling is a shortcut to enhance goodwill.

(4) Without a smile, there is no good interpersonal relationship.

(5) Smiling is the first job of service personnel.

4, service personnel smile practice

Thirdly, the hotel introduced the "famous Wal-Mart Smile Standard Training Course".

1, hotel smile training target:

Habitual connotative, well-intentioned, sincere and confident smile, like a glass of sweet wine, makes people linger!

2, the hotel smile training slogan:

Laugh, laugh as much as you want! Laugh at yourself, others, life and everything!

3, the hotel smile training method:

(1) Other inducement methods-deskmates and classmates make each other laugh through some funny jokes and actions.

(2) Emotional recall method-by recalling one's past and fantasizing about the beautiful things one will experience, it will cause a smile.

(3) Mouth comparison method-find the most beautiful smile state that suits you best through some mouth shapes with similar pronunciation.

Such as "one", "eggplant" and "ha".

(4) Habitual smirk-force yourself to forget your troubles and worries and pretend to smile. After a long time and more times, you will change your mind and show a natural smile.

(5) Tooth-grinning is a smile; Exposing the upper row of teeth is snickering; Exposing the upper and lower eight teeth is a smile; Opening your teeth and seeing your tongue is laughing.

4, the hotel smile training steps:

(1) basic training:

A. In class, everyone prepares a small mirror and does facial movements.

B, cooperate with eye movements.

C, do all kinds of expression training, activate facial muscles, and make muscles full of elasticity; Enrich your expression warehouse; Fully express thoughts and feelings.

D, observe and compare which kind of smile is the most beautiful, true, best, most pleasing, closest and most unforgettable.

E, get up every morning and often repeat training.

F, psychological suggestion before going out "I am so beautiful and happy today".

(2) Create environment training: suppose some occasions and situations, let students adjust their roles and smile.

(3) Smile training before class: arrive earlier before each etiquette class and greet teachers and classmates with a smile.

(4) Smile service training: after class or outside school, participate in etiquette welcoming activities and reception work.

(5) Specific social environment training: When you meet everyone you know or deal with, you show your most satisfied smile.

Chapter four: Hotel service language training.

First, the specification of hotel service terms

Second, how to make good use of hotel reception terms?

Third, the role and essentials of listening

Fourth, the importance of praise: learn to praise your guests.

Five, the hotel standard service language training

1, hotel etiquette has seven tones and seventeen characters.

(1) Seven tones

Say hello when coming, say goodbye when leaving, address when serving guests, thank you when praising guests, apologize when criticizing guests, greet guests when they are unsafe, and respond when they are assigned.

(2) Seventeen characters

Hello, thank you, please, I'm sorry, goodbye and welcome to come again.

2. The principle of hotel service language

(1) activity

(2) enthusiasm

(3) Sincerity

(4) Equality

(5) Friendly

(6) Flexibility

3. Language requirements for hotel services

(1) clear and accurate

(2) Concise and accurate

(3) Friendly attitude

(4) Be a good staff officer

4. Correct use of polite service terms

(1) First, learn to use everyday polite expressions.

I have heard a lot, visited, stayed, asked for help, asked for advice, taught and visited, and lived a long life.

Sorry, wait a minute, forgive me for interrupting, long time no see, please leave, sorry, thank you.

(2) Pay attention to your manners when you speak.

When talking with guests, you should always stand and smile, pay attention to each other with friendly eyes, always know each other's requirements for service, and listen carefully to the guests' statements to show respect, and avoid splashing water and dancing.

(3) Pay attention to the tone, intonation and speed of speech.

(4) Pay attention to choosing the right words.

(5) Pay attention to concise language and highlight the center.

(6) Pay attention to avoid using polite expressions mechanically.

(7) Pay attention to the expression differences between different languages.

5. Hotel courtesy service terms

(1) Welcome: Welcome, welcome to-airline-flight!

(2) Greetings: Good morning, good noon, good afternoon, good evening, good night, good sir, good wife, good lady and hello.

(3) Congratulations: I wish you a happy birthday, a happy holiday, a happy New Year and a merry Christmas.

(4) Ask: What can I do for you? what can I do for you? I'll take care of your business right away. Do you have anything else? Do you need anything else? Do you need anything else?

(5) Commitment: Yes, ok, I understand, I know; Please wait, please wait; I'll be right there. This is what I should do. Please give me some advice (forgiveness) if I don't take good care of it.

(6) Apologize: I am really sorry, please forgive me; Please forgive me for disturbing you; Thank you for reminding me. Sorry, this is my mistake (negligence); Sorry to have kept you waiting; I apologize for that.

Direction: This way, please. Follow me.

Thank you for coming, it's a pleasure (honor) to serve you, and thank you for your support.

(9) Farewell: Goodbye and welcome again; I wish you a safe journey; Please go and welcome back; Thank you very much. Welcome to visit again.

Sharing: 30 hotel service taboos

Case: The difference between wishing you a safe journey and wishing you a pleasant journey.

Chapter five: Hotel elegant etiquette training.

First, the hotel standing posture standard

1, head slightly raised, face straight ahead, eyes straight up, jaw slightly adducted.

2, the neck is straight, the shoulders are straight, slightly relaxed, breathing naturally, the waist is upright, and the upper body is naturally straight.

3. The arms droop naturally. On both sides of the body, the claws are forward, the fingers are naturally bent, the fingertips are down, and the middle finger is pressed against the pants seam.

4. Stand at attention with your legs, your heels together and your knees together.

5. The feet are separated in a "V" shape with a distance of 45-60 degrees.

6, pay attention to the hips, the weight of the body should be evenly distributed on the two legs.

Second, the basic form of hotel standing posture

1, horizontal and vertical: legs are V-shaped, two hands are placed on both sides of legs, fingers are slightly curved, and they are half-clenched.

2. Anterior abdomen posture: legs are V-shaped, and hands are placed on the lower abdomen.

3, back style: legs slightly apart, legs equal, narrower than shoulder width, hands lightly behind the waist.

4, T-shaped: one foot in front, toes slightly spread out, forming a front abdomen cross, the body center of gravity is on the leg, only for women.

Third, the posture of the hotel is not good.

slump

Lie down, lean on

Legs apart

The position of the hand is incorrect.

The position of the electronic pin is incorrect.

F is moving all over.

Half sitting and half standing

H body skew

Fourth, the walking posture standard of the hotel.

1, graceful posture

2, center of gravity alignment

3. Physical coordination

4. Swing properly (the angle between the arm and the body is 10- 15 degrees).

Step 5 walk in a straight line

6, the stride is appropriate (male: 40cm；; Female: 36 cm)

7. Uniform speed (60- 100 step/minute)

Verb (abbreviation of verb) walking posture in hotel under special circumstances

1, accompanied by a guide (first two steps left)

2, up and down the stairs (dedicated, right, comity)

3, in and out of the elevator (first in and then out)

4. Change the walking direction (backward, sideways, one step forward, backward)

Sixth, the bad walking posture of the hotel.

1, head is not straight

2. Shake your shoulders

3, the position of the hand is not straight

4, the pace is too big or too small

5. The foothold is too heavy

Step 6 go on the rampage

7. Grab the road

8. Blocking roads

Seven, the hotel squat posture standard

1. Stand next to what you have taken, kneel down and take it, hold your head high, and then slowly lower your waist.

2. Support your body with your legs together, grasp your center of gravity, and keep your hips down.

3. When squatting, keep your upper body straight and look natural.

Eight, the hotel squat posture formation

1, cross-shaped (right front, left rear, overlapping, supporting the body together, features: legs crossed together)

2, high and low style (left front and right back, non-overlapping, right leg supports the body, features: one knee is high and one is low)

3, half squat (left front and right back, not overlapping, left leg supporting the body, characteristics: half standing and half squatting)

4. Semi-kneeling style (right front and left back, the body center of gravity is on the right leg, characteristics: squatting and kneeling, women wear miniskirts)

Nine, the taboo of hotel squatting posture

1, suddenly squat down

Step 2 get too close to people

3, improper orientation (avoid facing or facing away from the guests)

4. No cover

Step 5 abuse at will

6, inappropriate places

7. Have a rest.

Ten, the hotel sitting standard.

1, you can sit down with permission.

2. Don't fill up (3/4)

3. Sit from the left.

4, with the back close to the seat.

Eleven, the form of hotel sitting posture

1, sit tight

2, hang your legs and bend your knees (not more than shoulder width)

3, legs stacked type

Step 4 tilt your legs

Step 5 cross your feet

6. Feet in (thighs together, calves slightly apart, feet on the ground)

7. Stretch forward and bend backward (female: keep the front and rear legs in a straight line)

8. Overlapping thighs (male: informal occasions)

Twelve, the hotel seat taboo.

1, the legs are too big.

2, the leg method is not good

Put your legs on the table and chair.

Step 4: Overstretch your legs

Step 5 shake your legs.

6. Restless feet

7. Put your hands in privacy.

8. Elbow on the table.

Thirteen, the hotel commonly used gesture standards

1, naturally suspended

Hands and fingers down, palms inward, arms straight, close to the leg line respectively.

2, hand-held items

A safe deposit box

B natural

C in place

health

3. Hand over the project

A hand is suitable

In your hands.

Take the initiative to come forward

Easy to accept

E sharp edge inward

Step 4 show items

A no more than eyes, no more than chest, no more than elbow.

Don't cross your eyes, don't cross your chest, and go straight to the left and right over your elbows.

Step 5 greet others

Horizontal pendulum

B straight arm type

C crank arm type

D inclined arm type

E-arm

6, honour person is preferred

A certain degree of attention

notice the time

Attention pattern

Step 7 wave goodbye

Stand up straight

Look at each other

C-arm extension

Palm outward

E swing from side to side

8, gestures taboo:

Misunderstood gesture

Unsanitary gestures

C does not respect other people's gestures.

An unstable posture

Chapter VI: Hotel service awareness training

First, what is the correct sense of service?

1. Why do I work?

2. Who do I work for?

3. What should I do?

Second, establish the sunshine mentality of service personnel.

Three treasures of hotel service

(1) personality analysis

(2) communication skills

(3) Affinity and goodwill

Four, the "five elements" of service personnel

1, the first element of service personnel-sense of responsibility

2. The second element of service personnel-love

3. The third element of service personnel-tolerance

4. The fourth element of service personnel-compassion

5, the fifth element of service personnel-patience

The five-star secret of hotel service

(1) Desire Star (gfd, body language; Appropriate address and friendly tone; Welcome in place, warm reception; )

(2) Interactive stars (asking questions, listening, recommending, recommending; Handle and oppose complaints flexibly; Providing services and answering questions; )

(3) communication star (magical language, clear words; Explain actions, report and follow up; Cooperation between colleagues is smooth; )

(4) Unity Star (willing to help and report the progress; Give advice and ask for help; Remind each other and make progress interactively; )

(5) star of introspection (daily: one minute review; Weekly: record the strength once; Weekly: record the improvement once; )

Chapter 7: Hotel Service Literacy Training

First, create a good professional image of the hotel team.

1, appearance picture

2. Personality image

3. Team image

Second, the inner beauty of service personnel

1, learn to control bad words and deeds and emotions.

2. Create a "healthy image" of individuals and teams.

Third, the service principle of hotel service application

1, prudence principle

2, the principle of balance

Step 3 do it yourself

Step 4 Operate nearby

Step 5 avoid duplication

Fourth, the professional qualities that hotel personnel should have.

1, affinity

Step 2 greet comfortably

Greetings are positive and enthusiastic.

B, greetings are concise and clear

C, the flight situation of the characters

D, correct posture and title

3. Elegant instrument

4. Appropriate language

First, the hotel commonly used service language

B, related service taboos and honorifics

Step 5 be sincere

First, the principle of sincerity

B, the principle of clarity

C, the principle of goodwill

D, the principle of wisdom

Verb (abbreviation of verb) Summary of etiquette training for hotel service personnel