A real case of business etiquette

In business activities, in order to show mutual respect, people need to be bound by some codes of conduct in all aspects of business activities. The following are some real cases of business etiquette that I have compiled for you, hoping to help you.

A real case of business etiquette

Xiao Zhao, a college graduate, was assigned to the public relations department of a hotel. After several years of hard work and struggle, he was hired as the section chief. Once, the hotel received a big boss who came to invest. The manager gave the reception task to Xiao Zhao, who made careful preparations, but accidentally, the guests and guests made a mistake. Because they were very busy, everyone didn't find it, and it was too late to find it. As a result, the investment project fell through and Xiao Zhao was transferred from the public relations department.

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The seating of the host and guests is a matter of etiquette. If the seat is wrong, it is disrespectful to the guests. It can be seen that this may be a very accidental negligence, but if you are not careful, you will lose a lot because of small. Therefore, in hotel reception, everything, big or small, should be handled in strict accordance with the rules of hotel etiquette and pay attention to the art of reception.

Real Cases of Business Etiquette Chapter II Always Smile Service

In his early years, Hilton invested 19 12000 dollars left by his father together with thousands of dollars he earned, and started his ambitious hotel business. When his assets miraculously increased from $65,438 +0.5 million to tens of millions of dollars, he told his mother this achievement with joy and pride, but her mother said indifferently: In my opinion, you are no different from before. In fact, you must seize something more valuable than $565,438+00,000: besides being loyal to customers, you must also find ways to make people at Hilton Hotel willing to stay again. You must come up with such a simple, easy and cost-free way to attract customers. Only in this way can your hotel have a future. ?

Hilton is puzzled by her mother's suggestion: how can she meet the four conditions pointed out by her mother? He was puzzled, so he visited shops and hotels and came to this conclusion from his personal experience as a customer. Smile service? An accurate answer. At the same time, it has four conditions put forward by mother.

Since then, Hilton has implemented the initial business strategy of smile service. The first thing he says to the waiter every day is:? Did you smile at the customer? He asked every employee to smile at customers no matter how hard he worked.

From 65438 to 0930, the economic crisis broke out in western countries, which was also a serious year of economic depression in the United States, and hotels in the United States closed down 80%. Hilton hotels also suffered losses one after another, with a debt of $5 billion. Hilton was not discouraged, but confidently told the hotel staff. At present, when the hotel is losing money and living by borrowing money, I have decided to tide over the difficulties. Please remember, never hang a dark cloud of sadness on your face. No matter how difficult the hotel itself is, the smile of Hilton Hotel attendants will always be the sunshine of customers. ? Therefore, among the 20% hotels that survived the economic crisis, only the waiters of Hilton Hotel were smiling. Just after the economic depression, Hilton Hotel took the lead in entering a prosperous period and a golden age.

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It is well known that there is America? The owner of the hotel? As we all know, Hilton is a very famous hotel operator in the world, the first manager of an international hotel, and the longest-running one. In the 57 years from 19 19 to 1976, the Hilton Hotel in America has expanded from 1 store to 70 stores, covering all major cities in five continents and becoming one of the largest hotels in the world. In the past 50 years, the business of Hilton Hotel has been so good and its wealth has grown so fast. One of the secrets of its success lies in the charm of the service staff's smile.

Real cases of business etiquette Part III? Can't you beat it? Service of

The concierge service of Regent Hong Kong is one of the best five-star luxury hotels in Hong Kong. Mr. Kauft, head of the concierge department of Regent Hotel, said: How to care about guests and how to make them satisfied and happy is the most important thing in hotel service. When the Regent Hotel 1980 opened, Mr. Kauft was a concierge. Over the years, every guest who has been to the Regent Hotel and received personal service from Mr. Kauft has provided him with everything? Can't you beat it? Highly respected by the service.

Once, a guest offered to have her hair done at midnight. Mr. Kauft and several hotel employees on duty quickly contacted the beautician separately to prepare the car. The beautician was taken to the hotel within 15 minutes and introduced into the guest room. The guest was moved to say that it was a miracle. Another time, an American couple wanted to travel to Chinese mainland, but they needed a visa, but they didn't ask for a visa until the day before departure. Mr. Kauft immediately sent his staff to Shenzhen and successfully completed the formalities. He said:? Time is so tight, this is the only way, no matter how tired or bitter you are. ?

Someone asked Mr. Kauft, what if someone wants champagne of a special year and there is no champagne in the hotel? Mr. Kauft said, there is no doubt that I will look all over Hong Kong. I really can't satisfy my guests. I will write down the name and year of champagne, fax it to France to order it, and promise my guests that I will drink this champagne next time I come to Regent.

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Of course, we can't be exactly like Mr. Kauft, and maybe our hotel doesn't have this condition either. And this spirit and consciousness of serving the guests wholeheartedly is what hotel services should have and is essential for every excellent employee.

For example: etiquette regulations for hotel reception service. When guests arrive at the hotel, they should take the initiative to open the door for the guests, block the upper edge of the vehicle door frame with their hands to prevent them from touching their heads when they get off the bus, and take the initiative to greet the guests? . However, if you meet older guests, you need to give them a hand when you get off the bus. There is no express provision in the hotel to help the elderly, but it should be thought of and done by the staff who serve the guests wholeheartedly. This is the flexible use of hotel etiquette, sincere service, that is, personalized service. These similar services can increase customer satisfaction, and what will customer satisfaction bring? Customer loyalty? ,? Customer loyalty? Will bring profits and growth to enterprises.

The Real Case of Business Etiquette Chapter 4 Taxi Standby

Once, Tang Xiao, the airport representative of a hotel, returned to the hotel with guests from the fair. On the way, a foreign guest took the initiative to chat with Tang Xiao. From the chat, Tang Xiao learned that the guest wanted to go back to the hotel to get something and take a taxi? The hotel is looking for friends. After getting off the bus, Xiaotang immediately cheered for the guests and waited for them to come down. When the guest saw the taxi waiting, he was both grateful and surprised, because he didn't expect Tang Xiao to help him take a taxi and wait for him to come down. Therefore, he happily thanked Tang Xiao again and again. Two days later, the guest was leaving the hotel, so he went to say goodbye to Tang Xiao. Miss, I'm leaving your hotel today. Thank you very much. I hope to see you again next time. ? Xiaotang was suddenly surprised: he just took the initiative to do a small thing for the guests, but the guests kept it in mind. A burst of joy and satisfaction made Xiaotang smile sweetly. Judging from the reaction of the guests, my dedicated service and thoughtfulness to the guests have been recognized and affirmed by the guests. So she feels that working in a hotel is very hard and stressful, but as long as she is willing to pay, she will get something.

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It can be seen that we should not ignore every word, every question and every little request of our guests. Only by paying can we get rewards, find fun in our work, enjoy our work and achieve a win-win situation.

The real case of business etiquette Chapter 5 Overlapping dishes

Xiao Li is a waiter in the catering department of a three-star hotel. Once, three guests were dining in a hotel restaurant. They ordered a lot of dishes, one of which was called. Elbow sea cucumber? . When the last dish was served, Xiao Li found that there was not enough room on the dining table to put down the new dish, so she put the new dish on the sea cucumber's plate with her remaining elbow. One of the guests found out and said to Xiao Li half jokingly, Miss, we haven't finished this dish yet. Why did you put it on it? Xiao Li was in a bad mood that day, and it was even worse to hear what the guest said, so he replied: Come here to eat and care about such elbows? It's not like I have no money. ? It was supposed to be a joke, but when Xiao Li said this, the guests laughed nothing. So, two people quarreled. The guest felt embarrassed, so he complained to the restaurant manager. Xiao Li was criticized by the manager and apologized to the guests. At the same time, the hotel had to make a new plate of sea cucumber elbow for the guests.

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A philosopher said:? If you win an argument, you lose a friend. ? In the hotel? If the waiter wins the guest, it is tantamount to slapping the guest and driving him away. ? In a first-class hotel, there is almost no friction between guests and hotel staff. Generally speaking, the staff there are very patient and polite. Bangkok Oriental Hotel, located in Bangkok, Thailand, stipulates that hotel employees are not allowed to quarrel with guests. If anyone is found quarreling with guests, they will be fired immediately. Therefore, the hotel staff are polite and affable to the guests, winning the reputation of the hotel and establishing a good image. Many guests came from afar. Therefore, the Oriental Hotel was awarded by the authoritative American magazine Enterprise Investor? The best hotel in the world? .