What does the hotel term "five tones and six tones" mean?

1. Basic requirements of politeness: ① Speak respectfully and have a steady attitude; ② Speak politely, concisely and clearly; ③ Speak euphemistically and enthusiastically; (4) Pay attention to the art of language when speaking, and strive to be graceful and euphemistic; ⑤ Pay attention to manners and expressions when talking with guests. ?

2.' three lightness': walking lightly, speaking lightly and operating lightly. ?

Three don't care': don't care about the beautiful language of the guests; Regardless of the impatient attitude of the guests; Ignoring the unreasonable demands of individual guests. ?

Four diligence': oral diligence, eye diligence, leg diligence and hand diligence (brain diligence). ?

Four don't talk': don't swear; Do not swear; Don't speak sarcastically; No service. ?

Five tones': greet guests when they come, answer questions when they ask, apologize when they make mistakes, thank them when they get help, and send them away when they leave. ?

Six polite expressions: greetings, entreaties, apologies, thanks, honorifics and farewell. ?

Eleven polite expressions: please, hello, thank you, sorry, goodbye. ?

Four service taboos: contempt, negation, contradiction and irritability. ?

3. honorific service?

Basic requirements: ① pleasant and clear language tone; ② The language content is accurate and substantial; 3 sincere and cordial tone; ④ Speak Mandarin well; ⑤ Language expression is just the opposite of benefit. ?

Hotels (also known as hotels, hotels, inns, hostels, business trips, inns, hotels in Taiwan Province Province, hotels in Hongkong, Macau, Malaysia, Singapore and other places. ) is basically defined as a business organization that provides a safe and comfortable space for users to have a short rest or sleep. Generally speaking, it is a place for guests to stay and eat. Specifically, a hotel is an organization that provides services to its guests through the sale of rooms, restaurants and comprehensive service facilities, taking its buildings as evidence, so as to obtain economic benefits. The hotel mainly provides accommodation services, living services and facilities (bedtime services), catering, games, entertainment, shopping, business centers, banquets and conferences for tourists.

China leads the rapid development of tourism and hotel industry in Asia, and the growth momentum of business and leisure income is strong. Compared with first-tier cities, the price of hotel rooms in second-and third-tier cities in China has increased greatly. With the opening of new hotels in second-and third-tier cities, the government has invested in the construction of new transportation facilities, which will further promote the steady growth of hotel room prices in China. Chinese and foreign hotel brands continue to expand their business maps, and the balance between supply and demand of hotels in the future will be a topic of great concern. The proportion of all kinds of chain hotels in the world is: luxury 5%, high-grade 30%, middle-grade 37%, economical 20% and applicable 8%. However, affordable hotels only account for 28% and have great development potential. By the end of 20 12, there were nearly 3.3 million accommodation and catering enterprises in China, with annual operating income exceeding 2 trillion, accounting for about 5% of the GDP of that year. 20 1 1 year, the national catering revenue was 2,054.3 billion yuan, up by 16.9% year-on-year, with more than 22 million employees. In terms of accommodation industry, there are more than 280,000 accommodation enterprises in China, of which the number of enterprises above designated size in the accommodation industry has reached 6,543,800+6,000, an increase of 8.4% year-on-year; Operating income was 2 184 billion yuan, a year-on-year increase of 23.3%; Operating profit was 654.38+060.3 billion yuan, up 22% year-on-year. The slowdown in the growth rate of the industry shows that the era of high profits in previous years has passed and entered the era of low profits.