How does the hotel train the front desk clerk?

Daily behavior norms and requirements of hotel waiters

I. Global Development Forum

1 male employee

1. 1 hair: no bleaching and dyeing; Keep your hair clean and free of dandruff; The collar is not covered behind the hair, and the ears are not covered on the side; Hair gel can be used, but not too greasy or too wet;

1.2 face: clean and beardless, and must be shaved every day; Always pay attention to trimming the nose hair so that it is not exposed;

1.3 hands/nails: keep them clean and free from stains left by smoking; Trim your nails regularly, and the length can only cover your fingertips; No nail polish;

1.4 clothing: wear the uniform stipulated by the company and keep it clean and tidy; In cold weather, warm undercoat should be isolated from the uniform.

1.5 shoes: black leather shoes or cloth shoes, the leather shoes are polished and bright; The sneakers worn by caddies must be kept clean.

1.6 socks: wear dark socks without bright patterns, change them frequently, and keep them odorless.

1.7 accessories: only simple and popular watches can be worn; Married people can also wear rings (except kitchen staff)

1.8 name tag: it must be worn in the left chest area of the outermost uniform and kept bright and intact.

2 female employees

2. 1 hair: Don't bleach and dye brightly colored hair; Keep your hair clean and free of dandruff; Long hair over the shoulder must be tied up and don't wear colorful ornaments. Hairpins should be black or dark.

2.2 Face: Keep clean, oil-free, dry and dandruff-free;

2.3 Hands and nails: clean, neatly trimmed and not painted with colored nail polish (the waiter in the restaurant is forbidden to paint nail polish);

2.4 Clothing: wear the uniform stipulated by the company and keep it clean and tidy; When the weather is cold, the warm undercoat should be placed outside the uniform;

2.5 Shoes: black leather shoes or cloth shoes; Leather shoes are polished and bright without damage; The sports shoes worn by caddies must be kept clean;

2.6 stockings: flesh-colored socks must have no patterns, can't be spun and can't be meshed;

2.7 Accessories: You can only wear a simple watch and a necklace (the necklace should not be exposed outside the uniform); Married people can also wear rings (except kitchen staff)

2.8 Work number: it must be worn in the left chest area of the outermost uniform and kept bright and intact.

2.9 make-up: make-up should be light; Make-up should be completed before going to work; Don't use false eyelashes; Front desk staff should always make up, but not in front of guests (caddies are not required to make up);

Second, etiquette.

1 attitude:

1. 1 healthy and energetic; Chest out and abdomen in, shoulders level, eyes level, mouth slightly closed, smile.

1.2 In the service area, the body shall not stagger and lean against furniture or walls; Arms droop naturally, there is no waist, and hands are not inserted in pockets; Don't play with what you have;

2 sitting posture:

2. 1 health. Don't fill your chair or sit beside it. Stand up immediately when you see the guests;

2.2 Sitting in a chair, don't lean forward and lean back, sway your feet and cross your legs or sit half-lying; Don't lie prone on the workbench;

Three-wire status:

3. 1 Walk with your head up, chest up and abdomen in, your shoulders flat and your body straight;

3.2 Don't twist your waist when men walk, and don't twist your hips when women walk;

3.3 Don't shake your head, whistle, eat snacks, look around, put your hands in your pockets or snap your fingers when you walk, and don't play with things when you walk;

3.4 Don't hold hands, hook shoulders, hug waist and pat back with others when walking;

3.5 Take the right, not the middle; In narrow areas such as corridors, two people are not allowed to parallel;

3.6 When walking in the same direction, if you have to surpass the guests or superiors because of work needs, you should apologize politely and say sorry;

3.7 When accompanying superiors and guests to the door, you should take the initiative to open the door and let them go first;

3.8 When the guests arrive, they should take the initiative to sideways to make way for the guests;

3.9 It is forbidden to run or jump in the workplace in non-emergency situations;

4 hand posture:

4. 1 When guiding guests, keep your arms straight, fingers naturally close together, palms up and point to the target; At the same time, keep your eyes on the target, taking into account whether the other party sees the indicated target;

4.2 When introducing or indicating directions, avoid using a finger or a pen to guide the way;

4.3 Don't use too many gestures when you speak, and don't use too much amplitude;

4.4 When handing something to the guests, you should respectfully offer it with both hands, and never throw it around casually. You also need to pick up the guests' things with both hands;

4.5 Never point your finger or pen directly at the guest.

Nod and bow

5. 1 When guests or superiors come to the front, they should take the initiative to nod and say hello. Look at the face of the guest or superior when nodding;

5.2 When guests or superiors leave, they should nod or bow to show respect and say goodbye.

Third, etiquette.

1 Welcome guests in front and see them off at the back. When guests pass by, make way, don't grab the road with peers, and don't cross among guests;

All kinds of uncivilized behaviors in front of guests or superiors are prohibited, such as smoking, eating snacks, picking your nose, picking your teeth, picking your ears, burping, sneezing, yawning, scratching your head, scratching, manicure, stretching, etc. And try to take measures to cover them up or avoid them, even if you have to;

No spitting, littering with peels, scraps of paper, cigarette butts or other sundries; When you see debris on the ground, you need to pick it up immediately;

4. Keep the workplace quiet, speak softly, and don't make noise or make noise, play, whistle or sing minor tunes; No whispering;

5. Light walking, light operation and light handling;

6 don't put anything under your arm in public;

7. Don't organize personal clothes in public and make personal modifications;

8 when answering the phone in public, don't put your mobile phone under your ear, and be sure to hold the microphone in your hand; When you need to find information during the answering process, you can temporarily put the microphone on the desktop;

9 don't always look at your watch in front of guests;

10 When you are working or talking with others, if a guest approaches, you should immediately signal that you have noticed his or her arrival, and never say a word until the guest speaks first;

Fourth, expression

When serving guests, facial expressions should pay attention to the following points:

1 Smile is at least an appropriate expression;

2 warm, cordial and friendly;

3 be calm, relaxed and confident;

4 be calm and steady, neither humble nor supercilious.

Don't look bored, cold, stiff, angry and nervous, and don't make faces, stick out your tongue and blink;

Verb (abbreviation for verb) speech

1 intonation should be natural, clear, soft, cordial and unpretentious; Moderate volume, speed and tone;

2. It is forbidden to use foul language and insulting and contemptuous language;

Talking about art, using honorific and polite expressions; The word "please" comes first, and "thank you" never leaves. Say "I'm sorry" for misconduct;

4. Pay attention to using proper appellation to address guests;

Pay attention to address the guests by their last names. Call him "Mr" or "Ms" until his last name is unknown.

6 don't imitate the language, intonation and dialogue of the guests;

7 It is forbidden to refute, satirize or dig at guests under any pretext;

Answer the guest's questions concisely and accurately. If you don't know the question, you can't just say "I don't know", but try to ask others for advice to answer the guests.

9 don't tell excessive jokes; When talking with more than three people, you should use a language that you can understand each other, and you should not use dialects at work;

10 Leave the guest in front of you and say "Please wait a moment". If you leave for a long time, say "sorry to keep you waiting" when you come back, and don't start serving without saying a word.

1 1 Basic polite expressions

A. Address: Miss, Lady, Sir and Lady

Welcome: Welcome to our hotel.

Greetings: Hello, good morning, good afternoon and good evening.

Congratulations: Congratulations, Happy Holidays and Happy New Year.

E. farewell: goodbye, good night, see you tomorrow, and have a nice trip.

F. apology: I'm sorry to have bothered you. Please forgive me.

G. response: yes, ok, I see. You're welcome. Thank you for your kindness.

H, thank you: thank you, thank you very much

Question: What can I do for you? what can I do for you? Do you have anything else?

J Basic courtesy expressions: Hello, please, thank you, sorry, goodbye.