Courtesy terms of hotel service

1. The basic requirements of politeness in hotel service: ① Speak with respect 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 Diligences": Oral Diligence, Eye Diligence, Leg Diligence and Hand Diligence (Brain Diligence). "four don't talk": don't talk rude words; Do not swear; Don't speak sarcastically; No service. "Five tones": greet guests when they come, answer when they ask, apologize when they make mistakes in their work, apologize when they are helped, and send them away when they leave. "Six polite expressions": greetings, entreaties, apologies, thanks, honorifics and farewell. Eleven polite expressions: please, you, hello, thank you, sorry, goodbye. "Four service taboos": contempt, negation, contradiction and irritability. 2. Basic requirements of honorific service: 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. 3. Basic expressions 1) Basic service expressions ① "Welcome", "Welcome" and "Hello" are the expressions used by the welcoming staff when the guests come to the restaurant. (2) "Thank you" and "Thank you" are used when guests bring convenience to the waiter's work. (3) "Please wait a moment" or "Please wait a moment" is used to indicate that we can't provide services to our guests immediately, and in a responsible manner. (4) "Please wait a moment" or "Please wait a moment" is used to apologize for disturbing or causing inconvenience to the guests. ⑤ "Thank you for waiting", and warmly apologize to the waiting guests. ⑥ "I'm sorry" or "I'm very sorry" is used to say sincerely and politely, because it has caused trouble or inconvenience to the guests. ⑦ "Goodbye", "Take your time" and "Welcome next time" are used to show enthusiasm and sincerity when guests leave.