Hotel doorman reception etiquette

The main job of the doorman is to open the door for guests entering and exiting the hotel, call a car, open the door, help guests get on and off the car, and load and unload guests' luggage. What are the hotel concierge reception etiquette? Here are some things I have collected and compiled. I hope it will be helpful to you.

Hotel concierge reception etiquette standards

1. Image etiquette standards

Being polite and providing enthusiastic service is not enough. Hotel receptionists must also pay attention to their own image. Etiquette rules: men's hair should not be too long, greasy or scaly; women's hair should be neatly groomed, long hair should be tied up, hair accessories should not be too exaggerated, only light and elegant hair accessories should be worn, and hair should not cover the eyes or face department.

Facial modification: Men are not allowed to grow beards, their faces should be fresh and pleasant, and their breath should be fresh. Ladies should wear light makeup when they are on duty, but they should not put on too much rouge and gouache. They should only make slight modifications, lightly sweep their eyebrows, lightly apply lipstick, and lightly apply rouge.

Body modification: Do not keep long nails, and ladies should not wear bright nail polish; you should bathe frequently, you should not have any peculiar smell on your body, and you should not spray too much perfume.

2. Standards of manners and etiquette

The hotel receptionist is the image spokesperson of the hotel, or the face of the hotel. Therefore, the receptionist is required to sit, stand, walk, and walk in an upright and natural manner. , maintain a good mental outlook.

Reception staff should pay attention to your standing, sitting, body language, gaze and smile when working; when working, always wear a natural smile and show an amiable attitude, which can make you Guests feel approachable. Do not make any pretense. Cover your mouth when yawning. Do not scratch, pick your nose, pick your ears, pick your teeth and other indecent actions.

Do not show laziness, stand upright, do not sway your body, do not lean against walls or cabinets, squat on the ground, tilt your head or body, or make funny faces or make strange moves. Use appropriate words, do not offend guests, and do not need to be flattery. Your voice should be gentle, not too loud or too soft, and you should express what you want to say clearly; you should always smile.

3. Reception Etiquette

When guests come to the counter, they immediately put down the documents they are processing, greet them politely, and show that they have received professional training and are competent and capable. Guest service.

For customer inquiries, you should listen carefully before answering. Be patient when answering questions, and apologize if you cannot answer them accurately: Sorry, please wait a moment, I will ask you... After asking, give feedback to the guest.

Hotel doorman reception English

1. Reception service

1. When we want to confirm the room reservation status with the guest, we can say this:

( 1)What kind of room would you be prefer?

What kind of room do you want?

(2)Have you got a booking?

You make a reservation Are you ready?

(3) A single room or a double room?

Do you want a single room or a double room?

2. After confirming the room, in order To understand the guest's personal information, we can ask:

(1)May I see your passport?

Can I see your passport?

(2) Could you fill in this form, please?

Could you please fill in this registration form?

(3) Could you sign your name, please?

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Could you please sign your name?

3. Finally, if you want to ask the guest other questions, you can say this:

(1) How would you like to pay, sir, in cash or by credit card?

Sir, would you like to pay in cash or by credit card?

(2) Do you know which unit is responsible for the reception?

Do you know which unit is responsible for the reception?

(3)Could you keep your room key until you check out?

Please keep your keys during your stay until you check out.

2. Cashier service

1. To check the bill situation with the guest, you can say this:

(1) Here is your bill. It?s 2000 Yuan in all.

This is your bill. Total ***2000 yuan.

(2)Please check it and sign here.

Please check it and sign here.

(3)May I check the details for you, please?

Can I check the details on the bill for you?

(4)We ''ll have to charge you $10 extra.

We'll have to charge you an extra $10.

2. If we encounter problems when collecting payment, we can say this:

(1)I am sorry, sir, there has been an error in your bill. Please wait a minute while I correct it.

Sorry, sir, your bill was calculated incorrectly. Please wait a moment and I'll change it right away.

　(2)Is your baggage down yet, sir? Could you check out after your baggage have been brought down, please?

Sir, have your baggage been brought down? Can you check out? Could you please wait until you get your luggage before you check out?

　(3)Sorry, your credit card has been stopped paying. According to the regulations of bank, it must be canceled.

Sorry, your credit card has been stopped. Cancellation is required according to bank regulations. Hotel front desk telephone etiquette

Item preparation

When we usually work, we should prepare paper and pen next to the phone to facilitate recording the content of customer calls.

Hold the microphone with your left hand

Most people are accustomed to picking up the phone receiver with their right hand, but when communicating with customers on the phone, they often need to make necessary written records. When writing, the microphone is usually clamped on the shoulder. In this way, the phone can easily fall off and make a harsh sound, causing discomfort to the customer. In order to eliminate this undesirable phenomenon, it is recommended to use the left hand to hold the receiver and the right hand to write or operate the computer, so that you can easily communicate with customers.

Answering time

Answer the phone within three rings. If something delays the time of answering the phone, you should first apologize to the customer when you receive the call.

Maintain a correct posture

You should always maintain a correct posture when answering the phone. Under normal circumstances, when a person's body sinks slightly and the Dantian is compressed, it is easy to make the sound of the Dantian unable to be produced. Most people speak through the chest, which makes the mouth dry. If you use the sound of the Dantian, you can not only make the Dantian sound The sound is magnetic and won't hurt your throat.

Therefore, maintain a sitting posture, especially do not lie on the edge of the table, so as to make the sound natural, smooth and beautiful. In addition, smiling can also make the caller feel that you are happy.

Repeat the content of the call

Before answering the call, don’t forget to repeat the key points of the call to prevent misunderstandings caused by recording errors or deviations and make the entire work more efficient. For example, all information such as meeting time, location, contact number, area code, etc. should be checked and proofread to avoid errors as much as possible.

Thank you

Finally, thanking customers is a basic courtesy. The visitor is the customer, and customers are the first thing to do. Don’t think that you can ignore customers just because you don’t face them directly. Also, remember to ask the customer to hang up the phone first, and then we hang up.