Traditional Culture Encyclopedia - Hotel reservation - Personal image, appearance and etiquette of service personnel
Personal image, appearance and etiquette of service personnel
Personal image etiquette of service personnel
I. Expression
Treat people with humility, friendly expression, timely adjustment and sincerity.
Second, the use of eyes.
1, look into each other's eyes: looking into each other's eyes can indicate that you are absorbed in each other, or that you are listening to each other. Greeting each other, listening, soliciting opinions, emphasizing key points, expressing sincerity, congratulating others or saying goodbye, all should look each other in the eye. But it can't be too long, or both sides will be embarrassed.
2. The other person's face: When talking with the service provider, you can take the whole face of the other person as the staring area. When staring at other people's faces, it's best not to concentrate on one place, but to be gentle. The most common way to receive customers at work is to look at the face.
3. The other person's whole body: When the service object is far away, the service personnel often need to take the other person's whole body as the gaze point when standing for service.
4. The part of the other party: At work, service personnel often pay more attention to a certain part of the body of the client because of actual needs. For example, when handing over items, you should look at each other's hands. In particular, if there is no reason, it is impolite to look at the customer's head, chest, buttocks or thighs. When the other person is of the opposite sex, staring at those "forbidden zones" will also cause the other person's strong resentment.
Basic requirements of personal etiquette
(1) instrument
Instrument refers to a person's appearance, which is the external expression of a person's mental outlook. Cleanliness is the key to beauty and the basic requirement of etiquette. No matter how beautiful clothes and luxurious clothes are, if the whole body is covered with dirt and smell, it will inevitably destroy a person's aesthetic feeling. Therefore, everyone should develop good hygiene habits, wash their faces and feet after going to bed and getting up, brush their teeth in the morning and evening and after meals, wash their hair and bathe frequently, pay attention to neatness and change clothes frequently. Don't clean your personal hygiene in front of people, otherwise it is not only unsightly, but also disrespectful to others. When talking with people, keep a certain distance, don't speak too loudly, and don't splash on the population.
(2) Speech
As an art, speech is also an important part of personal etiquette.
1, courtesy: be sincere and kind; The sound size should be appropriate, and the tone should be peaceful and calm; Respect others.
2. Terminology: honorifics, words expressing respect and courtesy. If please, thank you, sorry for daily use, you are in the second person, etc. It's a long time to meet for the first time, long time no see, asking for criticism, asking for trouble, asking for help, and so on. Efforts should be made to form the habit of using honorifics. Now the polite expressions advocated in our country are ten words: hello, please, thank you, sorry, goodbye. These ten words embody the basic language form of speaking civilization.
The basic requirements of etiquette:
1, Conversation posture: Conversation posture often reflects a person's character, cultivation and civilized quality. Therefore, when talking, first of all, the two sides should look at each other and listen to each other, instead of looking around, reading books and newspapers, looking tired and yawning. Otherwise, it will give people the impression of being absent-minded and arrogant.
2, standing posture: standing posture is the most basic posture of people, is a static beauty. When standing, the body should be perpendicular to the ground, the center of gravity should be placed on the palms of the two front feet, and the shoulders should be relaxed. Arms droop naturally or cross in front of you, eyes look straight and smile. Don't bend over, bend your legs, etc. When standing. In some formal occasions, hands should not be inserted in trouser pockets or crossed on the chest, and do not make any small moves unconsciously. That will not only appear stiff, give people a feeling of lack of self-confidence, but also lose the dignity of etiquette.
3, sitting posture: sitting is also a static shape. A dignified and elegant sitting posture will give people an elegant, steady and natural aesthetic feeling. The correct sitting posture should be: straight back and relaxed shoulders. Women should put their knees together; Male knees can be separated, but not too big, generally not more than shoulder width. Put your hands naturally on your knees or on the armrests of your chair. On formal occasions, you should be gentle when you sit down, dignified and steady when you get up, and you can't rattle tables and chairs and create an embarrassing atmosphere. No matter what sitting posture, the upper body should be kept straight, as the ancients said, sitting like a clock. If you insist on this, no matter how you change your posture, it will be beautiful and natural.
4. Posture: Walking is the main action in people's life, and walking posture is a dynamic beauty. Walking like the wind means using popular water to describe a brisk and natural gait. The correct walking posture is: light and steady, chest raised, shoulders relaxed, eyes looking straight, smiling, swinging arms naturally.
Code of etiquette for waiter image
First, the specification of gfd:
1, decoration: including makeup, clothing, hairstyle, etc. Make proper use of makeup to cover up the shortcomings of appearance. Strengthening strength means respecting others and self.
2. Facial expression and attitude: The only way to be accepted by customers is to have a kind smile, a warm, lively and generous look and a proactive attitude. Don't speak too fast, too loudly or too quietly, and don't say a word.
3, body movements: the correct standing posture, brisk pace, fast and steady movements can best reflect a person's good self-image.
4. Taboo actions:
A, don't stoop, stand up straight and' talk' with your body.
B, smiling and nodding is the best nonverbal signal in social interaction, and deadpan will reduce strength and credit.
C, steady pace, standing straight makes people feel confident.
Second, gfd:
1, the concept of gfd: refers to people's appearance, mental state and civilization.
2. requirements of 2.gfd:
A, dressed in uniforms, wearing a work permit, keep clean and tidy,
B, maintain personal hygiene, often cut nails, often wash your hair, feminine makeup, do not apply colored nail polish, do not comb hair styles that violate professional ethics, women have no eyebrows, long hair needs to be rolled up, men do not cover their eyebrows in front, temples do not wear ears, and the back does not wear a collar.
C, maintain good gfd, wash your face and brush your teeth before going to work, tidy up your hairstyle and uniform, and behave gracefully.
D, welcome across the vertical, half kneeling service
Third, etiquette.
The concept of etiquette: refers to people's behavior in communication activities, including gestures and etiquette, including daily life and work etiquette, mainly including standing posture, walking posture and sitting posture.
Etiquette requirements (standing posture)
A, hold your chest out and abdomen in, hold your head up and chest out, look straight, look around with the corner of your eye, smile, your arms naturally hang down in front of you, and your left hand holds your right thumb to show respect.
B. Women's standing: the feet are V-shaped, that is, the knees and heels are close together, and the feet are about two fists apart.
C, men standing: feet parallel, when standing to prevent the center of gravity to the left or right, staggered, don't put your hand on your waist or hold it on your chest.
Articles on personal image, appearance and etiquette of service personnel;
★ Hotel staff etiquette and gfd standards.
Gfd's Regulation on Etiquette of Employees in the Workplace
★ Basic personal etiquette knowledge
★ Service etiquette dress code
★ Basic etiquette of waiters
★ Etiquette literacy that service personnel should have.
★ dress etiquette, a bank employee, and his professional ethics.
★ Attendant etiquette
★ What are the five rules about personal image etiquette?
★ What are the etiquette of service personnel?
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