Hotel staff etiquette

The employee's code of conduct includes organizational discipline, labor discipline, instrument, service standard and safety standard.

3? 1 organizational discipline

1, love the motherland, love home, be loyal to their duties, study hard, obey the law and obey the distribution.

2, unity and cooperation, hard work, pioneering and innovative, and strive to make Fang catering enterprises into well-known catering enterprises.

3. Obey the work arrangement or post adjustment, and shall not refuse without reason.

4. Don't form cliques, engage in small groups, attack each other, threaten to incite sabotage, strike or engage in illegal activities.

5. Gambling, corruption, theft and taking advantage of his position to take bribes are strictly prohibited.

6. It is forbidden to fight, insult, abuse, intimidate or threaten others.

7. It is forbidden to spread false statements or slander others.

8. It is forbidden to use drugs, anesthetics or stimulants.

9. Employees should truthfully fill in personal information to the hotel, and must not resort to deceit; If there is any change in personal data, it should be reported to the personnel department in time, otherwise, once verified, hell to pay.

10. Without the permission of the chairman, you shall not disclose any financial information to organizations and personnel outside the hotel.

3? 2 labor discipline

1, don't be late, don't leave early, don't leave the post, don't string posts, don't sleep, and don't change shifts without authorization.

2. Go to work on time. You must sign in for work, and you are not allowed to sign in for others or customers. No matter what kind of shifts, people who go to work should report before the specified working hours, and they are not allowed to go out for personal affairs after signing in for work.

3. Those who can't sign in when going out on business should ask for leave from the department head and office in advance, and explain the reasons.

4. Those who arrive at work within 3 minutes after working hours 15 minutes are late; More than 15 minutes, less than 30 minutes, as absenteeism for half a day; Absence for more than 30 minutes is 1 day; However, this restriction does not apply to those who get compensatory time off due to accidents.

5. Sign-in and sign-out for work must be done by myself, and it is not allowed to entrust others to sign on behalf of them, otherwise it will be treated as absenteeism, and those who help others to sign on behalf of them will be equally punished. Those who don't sign in, for whatever reason, will be treated as absenteeism.

6. You are not allowed to see relatives and friends during work. If there are special circumstances, you should explain the situation to the department manager and ask for approval.

7. You must take the designated employee passage to and from work, and you are not allowed to cross in the guest area.

8. During the duty, it is forbidden to bring outsiders and children to the workplace, and it is forbidden to answer personal calls, eat snacks, read books, read newspapers, chat, play games (mobile phones) and chase.

9. It is forbidden to drink alcohol or take over after drinking alcohol during duty.

10. Noisy and frolicking are not allowed in the work area.

1 1. During working hours, those who sleep without permission, leave their posts without permission, and those who chat or do private work shall be dealt with according to the company management system.

12. During working hours, if you go out due to urgent matters, you must explain the situation to the leader and ask for leave, otherwise it will be treated as absenteeism.

13. Employees must take over on time. If the successor can't arrive on time, he should report to the department manager for handling, and shall not leave his post without authorization.

14. Those who falsely report marriage and funeral, sick leave or leave without approval shall be treated as absenteeism.

15. Except for particularly serious accidents and emergency diseases, employees are not allowed to ask for leave on their behalf (nor are they allowed to ask for leave by telephone). They should fill in a vacation form in advance and apply to the competent leader. They can only leave their jobs after they get approval. Those who have not taken time off, or those who have not arrived at their posts without approval, are all punished as absenteeism.

16. You must arrive five minutes in advance to attend various regular meetings.

17, no spitting, littering and other sundries, to ensure a clean environment.

18, don't ask for tips and don't accept gifts from customers.

19, enter the work area without wearing casual clothes, and bring personal belongings into the work area.

20. Don't steal money and goods from customers or colleagues.

2 1, do not use any guest facilities and appliances, and carefully protect and use public goods.

22. Any lost property found in the store shall be handed in, and unauthorized possession is strictly prohibited.

23. Keep the working area clean and tidy.

24, non-work needs, shall not be stranded in the work area before and after work.

25, without permission, shall not be marked, altered all kinds of notices and instructions.

26, it is forbidden to chat together during work hours, casing.

3? 3. Gluten-free diet

1, dress code, work clothes should be clean and tidy without stains, and the work number plate should be correctly worn on the upper left of the chest.

2, overalls buttons must be complete, all buttons, cardigan, roll sleeves, roll pants, ties, bow ties must be straight.

3, wearing overalls are not allowed to put his hand into his coat pocket, and are not allowed to stand or walk with his hands holding his chest.

4. Keep your hair neat, male employees should not cover their ears, female employees should not wear shawls, and long hair must be coiled.

5. It is forbidden to dye heavy hair, tattoos and heavy makeup. No long nails, neat nails, no nail polish.

6, keep the face clean and tidy, female employees wear light makeup, male employees are not allowed to make up, are not allowed to leave a beard and long hair.

7. Don't wear slippers and sandals to work. Wear clean cloth shoes and keep them shiny.

8. The collar of underwear worn at work shall not exceed the collar of work clothes.

9, in addition to the watch at work, shall not wear other accessories.

10, take a bath frequently, don't smell, don't use strong perfume, don't eat irritating food before going to work, and keep your mouth clean.

1 1. Female employees wearing skirts are only allowed to wear flesh-colored socks without holes, and male employees are only allowed to wear dark socks.

12, when attending various meetings, whether on duty or not, you must enter the venue in accordance with the standard work clothes.

3? 4. Service code

3? 4? 1 Courtesy:

1, all shift changes shall be in Mandarin, and nonstandard language is strictly prohibited.

2. The language expression should be clear and accurate, and the answers to questions should not be vague. The tone of conversation should be natural, soft and kind, and don't put on airs.

Answer the phone after three rings, and then hang up when the other party hangs up. Answer the phone kindly, use professional terms and report the job name (or store name).

4. Go fast, don't run, arm in arm, arm in arm, and jump.

5, walking in the channel shall not be more than two people in parallel, take the initiative to make way for the guests or leaders, and polite greetings.

6, guide the direction for the guests, don't use a pen or other items to guide, get up and lead the guests to the scheduled location when necessary.

7, employees in the process of service, work, call, when talking with guests, if a guest approached, should immediately signal, don't wait for the guest to speak first.

8. Never say "hello", "I don't know", "no" or "impossible" to the guests or leaders at any time, even though things that are really impossible should be politely explained to the guests.

9. When standing to serve, behave steadily. Standing on the platform, you are not allowed to yawn, stretch, dig your ears and nose, manicure, hum songs, whistle, make faces, stick out your tongue, chat, etc. And sneezing or burping in front of guests or in front of them is not allowed.

10, check that gfd is going to the bathroom or a remote place where the guests can't see it, and avoid combing (smoothing) his hair and patting his clothes in front of the guests.

1 1. Guests should thank them when they pay the bill after dinner.

12. When the guests leave the store, the restaurant staff should send them away in time, and the front desk staff should send them to the car to see them off.

3? 4? 2 code of conduct:

1. Be polite and considerate when serving guests. When serving on the platform, it is forbidden to lean against walls, platforms, columns and other objects or have other indecent gestures.

2, walking: body center of gravity slightly forward, chest and abdomen, visual ahead, smiling, arms swinging naturally, avoid shaking shoulders, try to keep walking in a straight line.

3. Sitting posture: hold your head up and chest out, don't bend over, don't lean on things, don't cross your legs, smile, and have kind eyes.

4, standing: chest and abdomen, straight body, visual front, smiling, arms naturally drooping. Female employees cross their hands, put their left hands in front of their abdomen with their right hands, put their heels together, and Zhang Kaicheng their toes at 45 degrees; Male employees can also hold their backs with their hands, with their legs slightly apart and their feet shoulder width apart.

5. Gestures: direct the direction. Arms straight, fingers together naturally, palms up, pointing to the target, eyes turned to the target.

3? 4? 3 language specification:

1. Service terms: "Please" is the first word, and "Thank you" is always there.

2, telephone language: within three times, pick up the phone: hello! Or good morning and good evening, and then report the name of the unit.

3. Welcome terms: (morning, noon and evening) Good, welcome (if you are a regular customer, you must use a title, such as surname or position). How many people are there? Wait a minute.

4. Address forms: "Mr.", "Miss", "Ms." or "Boss", "Manager" and "Secretary" (surname+position)

5. Advisory terms: "Excuse me" and "What can I do for you?" "What do you need?" "Sir, madam-is that all right?" Wait a minute.

6. Blessing words: "Happy holidays!" Happy birthday.

7. Business terms: "Excuse me" and "Sorry to trouble you".

8. Farewell words: "Please walk slowly and welcome to visit next time" and "Goodbye and have a nice trip".

9. Apologize terms: "I'm sorry", "I'm really sorry", "I have kept you waiting", "I'm sorry" and "Please forgive me".