Five etiquette requirements of hotel service must be met.

1 dress code. When going to work, you should wear work clothes as required. Both male and female employees should be dignified and gener

Five etiquette requirements of hotel service must be met.

1 dress code. When going to work, you should wear work clothes as required. Both male and female employees should be dignified and generous, and it is forbidden to dress up in strange clothes.

2 the language is appropriate. Modest language, friendly tone, concise words, appropriate use of language according to different objects. Domestic guests use Putonghua, foreign guests use foreign languages, and try to understand dialects.

3 Polite welcome. Welcome the guests when they arrive, answer their questions and say goodbye when they leave. When welcoming guests or communicating with guests, smile, be sincere and polite, and use honorifics and gestures appropriately.

Chief, you handle it. Try to meet the requirements of guests who need special care, especially those with different religious beliefs and ethnic customs. Actively, enthusiastically and orderly receive guests' reservations. Fill in the check-in and dining procedures accurately and carefully to meet the requirements of the guests. Knock on the door before providing services such as cleaning the room, and get permission from the guests before entering. If there is a "Do Not Disturb" sign at the door of the room, you are not allowed to enter at will.

5 respect privacy. Do not disclose any information about the guests to the outside world; Don't touch or rummage through the guest's belongings; Without permission, you are not allowed to use the telephone, elevator, toilet and other facilities dedicated to guests. In the face of guests' complaints, we should sincerely and enthusiastically help guests solve problems according to regulations, and avoid impatience, argument, neglect and shirking responsibility. If you can't complete the service for some reason, you should patiently explain and apologize to the guests.

How far should regular service personnel keep from customers?

1 direct service distance. When service personnel directly provide services to the other party, the distance from the service object should be determined according to the specific situation, generally at 0. 5m and 1. 5m。

2 display the distance. When the service personnel demonstrate the operation of the service object, the interpersonal distance of the service should be 1m ~ 3m.

3 guide distance. When the service personnel lead the way for the clients, it is most appropriate to travel around 1. 5 meters in front of the left side of the client.

4 standby distance. When the service object does not require service, the service personnel should consciously keep a distance of more than 3 meters from the other party, but within the sight of the service object.

Special note: when browsing, considering and selecting goods for clients, service personnel should keep a proper distance from clients so as not to interfere with clients and provide services in time.

Remember the civilized language of service industry.

Civilized language in service industry mainly refers to some conventional language and its concrete expression of self-humility and respect for service personnel in the process of service. The basic characteristics include initiative, identity and intimacy. Generally, it can be divided into 10 categories, such as greeting, welcome, asking for help, thanking, consulting, responding, appreciating, congratulating, declining and apologizing.

Special note: the language of service personnel should be civilized and standardized, and service taboos should not be mentioned, such as "Hello!" "Bah!" "Didn't I tell you? Why do you still ask! " "Did you hear that? What are the long ears for? " "If you can afford it, hurry up. If you can't afford it, leave!" "What's the hurry! Can't you see I'm busy? " "This is my attitude!" "Go away!" "How stupid!" "How annoying!" "Don't talk nonsense!" "Cut the crap!" "Endless!" "Do you understand!" "Come back tomorrow after work!" "If you have a problem, find a leader!" "If you have the ability to sue, you are not afraid to sue wherever you go!" Wait a minute.