What etiquette and office procedures should the cashier at the front desk of the hotel pay attention to?

Personal image mainly refers to the personal natural conditions, appearance, appearance and manners of the front desk attendant.

1. Natural conditions require

The front desk attendant must be healthy, tall, well-proportioned, with regular facial features and full of energy.

2. Requirements for appearance and grooming

1. The concept of appearance and grooming refers to people's appearance. It includes appearance, clothing and posture, and it is the external embodiment of people's mental state. Appearance mainly refers to a person's appearance.

The appearance, neatness, propriety, enthusiasm, sincerity and peace of mind are the basic conditions that front desk attendants must have. It reflects the good quality and accomplishment of the front desk attendants, as well as their self-confidence and sense of responsibility for their work.

2. Specification of appearance and appearance

(1) Dress in accordance with the regulations. The clothes should be ironed flat, clean and free from oil stains, and the buttons should be complete and flawless.

(2) clean shoes and socks Black leather shoes are clean, bright and undamaged. Male employees' socks are generally black, while female employees' socks should be similar to skin color, and the socks are not exposed.

(3) wear the service card correctly at the left chest.

(4) Male employees with clean faces often shave, while female employees wear light makeup instead of heavy makeup. You should master the necessary knowledge of grooming, health care, skin care and makeup.

(5) The hairstyle is beautiful and generous. Comb your hair frequently without dandruff. Male employees don't have long hair, big sideburns or moustaches. Female employees don't wear shawls, so it's better to keep short hair, and avoid using colorful and weird hair accessories.

(6) Accessories are not allowed to wear rings, necklaces, bracelets, bracelets, earrings and other accessories (except wedding rings).

(7) Take a shower frequently and change clothes frequently, so there is no peculiar smell on your body.

(8) Keep your hands clean and trim your nails frequently. Female employees are not allowed to wear colored nail polish.

(9) Avoid odorous foods. Do not eat odorous foods such as onions, garlic and leeks before going to work, and keep your mouth clean.

Third, the requirements of manners

1. The concept of manners refers to the posture and demeanor of people's behavior. Posture mainly refers to the characteristics of human body when it moves. Manner mainly refers to people's spiritual temperament.

The manners of the front desk attendant include standing, sitting posture, walking gait, attitude towards guests, tone of voice, tone and facial expression at work.

2. Manners

(1) Manners

1) The front desk attendant should stand and serve with a natural and kind smile. The correct standing posture is: stand up straight, with your body center of gravity between your feet, your feet are shoulder-width apart naturally, your eyes look straight ahead, slightly hold your chest out, tuck in your abdomen, stretch your shoulders, and lean on your body. Hands droop naturally, and the front cross or back cross is clasped;

2) Night shift employees can't sit down until after 1 am. When guests come, they should immediately stand up and receive them. The correct sitting posture is: sitting upright, with the waist straight, chest straight, shoulders relaxed naturally, sitting in two-thirds of the chair, not sitting on the edge of the chair with your legs together, not putting your hands in your pockets, or hugging your hands, not leaning forward and backward in the chair, shaking your legs, crossing your feet or straddling the chair, sofa armrest or table corner;

3) the waiter should not walk side by side in the lobby and other areas, but should take the initiative to signal and politely let the guests go first. The correct walking posture is: the upper body is upright, the head is raised, the eyes are straight ahead, the walking is light and steady, the arms swing naturally, the shoulders are relaxed, and the body is not swaying;

4) When talking with guests, the waiter should not use too many gestures, and the range should not be too large. Never point with fingers or pens. The correct gesture is: when indicating the direction to the guests, stretch your arms forward naturally, lean your upper body forward slightly, put your fingers together and palm up;

5) In front of guests, it is necessary to prevent impolite behaviors such as yawning, stretching, ear and nose digging, burping and manicure;

6) When serving guests, you should not show bored and indifferent expressions, and you should not make postures, stick out your tongue or make faces.

(2) Norms of speech

1) Greeting guests actively;

2) When talking with guests, you must stand with an interval of about .8-1m, keep your eyes on the other person's face, and keep your expression natural and smiling;

3) Concentrate when talking, and don't glance left and right carelessly;

4) When answering the guest's inquiry, the expression should be accurate and clear, and the language should be concise;

5) The voice of the conversation should be clear to both parties, with a steady, soft tone and moderate speed;

6) Be careful not to talk about the content or privacy that the other party doesn't want to talk about;

7) You can't use negative words such as "I don't know", but you should answer the question actively and tactfully;

8) If the guests are in a bad mood and have excessive words, they should keep a calm attitude.

9) Don't speak your hometown dialect with colleagues in front of guests, and don't chat together;

1) Don't interrupt the guest in the middle, and let the guest finish before answering;

11) When you need to talk to a guest in an emergency, you should say "I'm sorry" first, and then talk to the guest with the guest's consent;

12) when answering the phone, you should take the initiative to report to your post, extend your greetings, and then ask the guest for requirements;

13) When you need to leave the guest who is talking temporarily for work reasons, you should say "Sorry, please wait a moment" first, and when you come back to continue to serve the guest, you should take the initiative to apologize "Sorry, I have kept you waiting";

14) Don't discuss the behavior or clothes of the guests with colleagues;

15) When talking with guests, if you find other guests approaching, you should take the initiative to signal their arrival and should not say nothing;

16) Don't always look at your watch while serving the guests.

In short, the front desk attendant should always remember that everyone's appearance is an important part of the guests' "first impression" of the store.

Politeness and Etiquette

I. Politeness Cultivation and Criteria

1. Politeness refers to people's respectful and friendly manners in the process of mutual contact and communication, which can reflect the fashion of the times and people's moral level, as well as people's cultural level and civilization level.

self-cultivation refers to a certain quality and ability formed by one's hard study and tempering in morality, knowledge and skills.

The courtesy accomplishment of the front desk waiter can highlight the professional ethics level and civilized service level of the waiter.

2. Politeness cultivation criteria

(1) Balanced mentality and initiative;

(2) Pay attention to appearance;

(3) smile sincerely and enthusiastically;

(4) Proper addressing is different;

(5) standard manners;

(6) women, children and the elderly are preferred;

(7) Remember to be punctual;

(8) Harmonious interpersonal relationship;

(9) understanding and loyalty;

(1) wit and humor;

(11) Diligent and enterprising.

second, service etiquette

service etiquette is a concrete manifestation of the service staff's civility and politeness, which can directly reflect the professional civilization of employees and the management level of our store.

Pay attention to using the following service etiquette in daily work:

1. Language etiquette

(1) Address ceremony refers to the address behavior that service receptionists should use properly when talking and communicating information with guests or others.

The word "sir" is usually used to address male guests. The word "wife" is generally a courtesy title for a woman when she knows that the other person is married. The word "Miss" is mainly used to address unmarried women. After you know the guest's name, you can use it with your respectful name.

(2) Greeting ceremony Greeting ceremony is the language used by service receptionists to express cordial greetings, care and wishes to guests in their daily work, combining the characteristics of time, place and object.

(3) The response ceremony is the etiquette behavior that the service personnel show when answering the guests' inquiries at work. Attention should be paid to the following situations when using the response ceremony:

1) When answering a guest's inquiry, stand up and answer, and concentrate your thoughts and listen attentively; Do not lean sideways, or look away, or be absent-minded, or speak weakly, and advocate the professional habit of recording while listening;

2) When answering a guest's questions or asking about relevant matters, the language should be concise and accurate, with a mild tone and a moderate voice. You can't talk freely, or the voice is too loud, or the words don't convey the meaning;

3) If the guest speaks vaguely or speaks too fast, you can politely ask the guest to repeat it, but you can't let it go, and you can answer it at will according to your subjective imagination;

4) When answering questions from multiple guests, you should take your time, answer them one by one in order of priority, and don't just care about one guest and neglect other guests;

5) Be calm about the unreasonable requests made by the guests, or politely refuse them, or politely answer, "Maybe not" and "I'm sorry, I really can't meet your request", and behave in a cultured manner without being rude;

6) If the guest's frank criticism is really caused by improper operation or dereliction of duty, you should apologize to the guest first, thank the guest for his concern, and report it immediately or properly handle it;

7) when answering various inquiries from guests, the most important thing is: as long as you promise what the guests want to do, you should do it as promised and quickly as required, and you can't perfunctory or neglect.

2. Manners and etiquette

(1) Greeting gifts and welcoming gifts refers to the etiquette behavior of the service receptionist when welcoming guests. "Guests have a welcome sound when they come, and a farewell sound when they leave". In particular, we should provide courteous and courteous front office services according to the reception specifications, requirements and means of transportation when guests come and leave the store.

(2) Operation Ceremony Operation Ceremony refers to the etiquette behavior that the service receptionist shows when operating, which has the characteristics of action and position, and can bring convenience and psychological satisfaction to the guests.

The front desk attendant works mainly in the lobby and is in direct contact with the guests. When serving the reception, he should pay attention to "three lightness", that is, speaking lightly, walking lightly and operating lightly.

when leading the guests, you should walk two or three steps (about 1.5 meters) to the left of the guests, and walk with the guests at the same time. When you meet steps or corners, you should turn around in time to signal the guests to pay attention. When taking the elevator, guests should be polite first.

people in all positions in the front office are United and cooperative, with tacit cooperation. In case of poor work links and wrong arrangements, don't show your complaints in front of the guests, but keep self-control and take euphemistic and positive remedial measures as soon as possible.