Basic knowledge and principles of hotel service etiquette

With the development of social economy, people pay more and more attention to how to express their respect for each other in a proper way in business occasions, especially in the service industry, so as to create a good business atmosphere and achieve a win-win result. The following is the basic knowledge of hotel service etiquette that I have compiled for you, hoping to help you!

Basic knowledge of hotel service etiquette

First, why should we promote service etiquette?

1. Improve the personal quality of service personnel; 2. Enhance the image of the store; 3. Improve customer satisfaction; 4. Create a brand.

Second, professional ethics

1. Specific contents of professional ethics

Ideological quality, work attitude and professional quality

2. The specific performance of professional ethics

Love their jobs, love society and be loyal to their duties; Respect yourself and others;

Have a high sense of responsibility; No complaints, no excuses; Pay attention to teamwork.

3. Professional ethics in service industry: to satisfy customers and impress them.

Third, service consciousness.

The so-called service consciousness refers to how service personnel treat job requirements in service work.

1. Matters needing attention in establishing service consciousness

Correct service consciousness and wrong service consciousness

2. Key words and taboos of service etiquette

Service Etiquette Keywords: Three Tones and Three No Etiquette for Hospitality

Three gifts for hospitality: welcome when you come, answer when you ask, and send it when you go.

Three don't talk: don't respect each other's language, rude language, impatient language.

Seven major crimes in service industry

Attendant: Have you ever performed like this?

Don't take the initiative to greet the guests. No smile from beginning to end, no polite language.

Turn a blind eye to the guests. Don't guide the guests to the table. The distance between the waiter and the guest is too far.

When ordering food, the guests force the dishes that the guests don't want or the dishes that are not recommended on the menu.

When guests order, they don't take the initiative to thank them. Pour tea in front of guests, block their sight, etc.

The temperature, concentration and lightness of the tea given to the guests have not been confirmed. Without saying a word, send tea with a straight face.

Do not prepare wet wipes before meals, and take them out only after the guests ask.

When distributing tableware, put the box with tableware on the chair.

Don't change plates between meals. When guests eat, they bring fruit.

While the guests were still eating, they began to clean up. Turn off all the lights around before the guests finish eating.

Not cleaning the kitchen carefully. It's too dirty and wet to wipe the tablecloth.

The kitchen staff don't wear hats. Talk about private affairs in the bathroom used by guests.

The waiter's loud conversation and laughter affect the guests' meal. Do not fill in the timetable for cleaning the bathroom carefully.

Make a sound when you move the chair. Walk slowly, hunch over and brush the leaves in the corner.

Don't use standard mandarin. When speaking, the words are unclear and the speech speed is not fast.

There is no address or gesture to the guests, chatting with other staff on the side and never looking up at the guests from beginning to end.

I can't find a waiter when I check out. Don't take the initiative to send guests out of the restaurant.

Lack of verbal communication with guests, no friendly goodbye.

Four, service etiquette, behavior language norms

1. service etiquette theory 1:

3A Rule: Accept each other's attention and praise each other.

2. Service Etiquette Theory 2: The first round effect is very important

First impression = first impression = first round effect

30 seconds determines the customer's impression of you! !

How to give the best first impression?

Clean appearance, generous behavior, correct posture, clean clothes and correct attitude.

Look at each other with a soft expression, smile, whisper and move lightly.

3. Service Etiquette Theory III: The last round effect with endless aftertaste

Last round effect: the last impression left by service personnel to customers

Treat customers consistently.

Service Etiquette Theory 4: Zero Interference

Provide customers with a comfortable environment, without disturbing customers and destroying their mood.

Control noise (background music, sounds, movements, etc.). ) and pay attention to environmental sanitation.

The Application of verb (abbreviation of verb) in Service Etiquette

1. Language etiquette

Standardized expressions, greetings, pleasantries, thanks

Query language, response language, appreciation language and avoidance language.

2. Expression etiquette

(A) the use of facial expressions and eyes

Gazing position, staring angle, staring skill.

(2) Facial expressions and smiles

Types of Laughter The Essentials of Smiling Smile is a shortcut to improve goodwill.

There is no good interpersonal relationship without a smile.

Smiling is the first job of service personnel, smiling in front of customers.

3. Etiquette and manners

(1) Good standing posture

Head, shoulders, hips, legs and legs

(2) Correct posture

Head straight, shoulders flat, binocular head-up direction clear, moderate stride.

The abdominal and chest speed is even, the center of gravity is stable, and it is coordinated and balanced.

(3) Etiquette of greeting customers

(D) Etiquette guide direction

(5) The etiquette of guiding guests is the same as the guiding method.

(6) Etiquette guides guests up and down the steps

(seven) etiquette order, send food, food.

(8) Etiquette checkout, Fujian

Basic principles of service

1, respect principle

Confucius said:? Politeness and respect for others? This is a high generalization of the core idea of etiquette. The so-called respect principle requires us to pay attention to, respect and be friendly to our guests in the service process, which is the focus and core of etiquette. Therefore, in the process of service, the first principle is to always respect people. Mastering this is equivalent to mastering the soul of etiquette. In interpersonal communication, as long as you don't disrespect others, even if you don't do it properly for a while, it's easy for the parties to understand.

2, the principle of sincerity

The principle of sincerity in service etiquette is to treat people sincerely in the process of service. Only in this way can we express our respect and friendship for our guests and be better understood and accepted by each other. On the contrary, if etiquette is only used as props and camouflage, it is against the basic purpose of etiquette, while gymnastics is inconsistent and inconsistent when it is used as etiquette standard.

3. The principle of tolerance

The basic meaning of the principle of tolerance requires us to be strict with ourselves and be more tolerant of others in the process of service. Be considerate and understanding of others, learn to put yourself in the other's shoes psychologically, and never pursue perfection or be aggressive. This is actually a big show of respect for each other.

4. Follow the principle of custom

Due to the differences of national conditions, nationalities and cultural backgrounds, there are actually? Different winds in ten miles, different customs in a hundred miles? Situation. This requires volunteers to have a comprehensive and accurate understanding of their country's etiquette culture, etiquette customs and religious taboos in the service work, so as to be handy in the service process and avoid mistakes.

5, the principle of moderation

The principle of moderation means that when applying etiquette, in order to ensure the effect, we must pay attention to skills and conform to the norms, especially to grasp the discretion and be serious and decent. This is because everything has gone too far. If you overdo it or fail to do it properly, you can't correctly express your self-discipline and respect for others.