Questions about hotel etiquette

First, the meaning and characteristics of etiquette

1) Meaning of etiquette: China is a country of etiquette. The foundation works are "Three Rites", namely "Zhou Li", "Yi Li" and "Book of Rites". Confucius is the biggest ruler of the country, and he strongly advocates learning etiquette: "see no evil, don't listen if you are indecent, don't say anything if you are indecent, and don't move if you are indecent". Confucius' classic saying is: "If you don't learn etiquette, you can't stand.". In this regard, Xunzi explained in the Book of Rites: "People are rude and not born, things are rude, and countries are rude and restless." Xunzi also said: "courtesy is the extreme of heaven, the way of the earth and the moment of people." This is the social value of etiquette. In short, it is difficult to establish people, things and countries without learning etiquette. Etiquette is the criterion of being a man, doing things and governing the country, which shows the great role of etiquette.

Etiquette, in today's words, is the sum total of long-term beautiful behaviors. Three meanings; First, it has been formed for thousands of years in time. For example, China's Spring Festival etiquette is said to have started in the Yao and Shun period. In social life, weddings (one worships heaven and earth, the other worships the high hall, the husband and wife worship each other and enter the bridal chamber), funerals (horse Dai Xiao, the funeral of Sanqi, the farewell of children) and official ceremonies (officials are not democratic, so it is better to go home and sell sweet potatoes, and some monarch and minister ceremonies) have a long history. Second, it refers to good behavior in content. Because there are all kinds of etiquette in the past dynasties, those reactionary, feudal, backward and ignorant etiquette are gradually eliminated by advancing with the times and eliminating the fittest, and those beautiful and civilized etiquette are passed down. So "etiquette" is a positive compliment. The third is "peace", which refers to etiquette culture, which runs through and permeates all aspects of social life. When people say "look at each other" (eating, dressing, dressing up, walking and sitting), it means that all people should pay attention to manners and not be rude.

Etiquette is the sum total of beautiful behaviors that have been formed for a long time and are hard to change, so it has become the norm of people's words and deeds.

What is public relations etiquette? Public relations etiquette is an advanced social etiquette formed in the past 100 years. It is called high etiquette because it embodies the combination of tradition and times. It is the product of modern public relations. Public relations etiquette not only inherits and carries forward the beautiful words and deeds in traditional etiquette, but also absorbs the essence of the new era and is fashionable and trendy. For example, "parents are here, children don't travel far." This is a traditional etiquette for thousands of years. We inherit and carry forward the virtue of filial piety. However, we are in an open market economy era. Parents are here, and children can and should travel far to make a difference. This is the new public relations etiquette.

2) Etiquette features: Etiquette has the following five features: First, it is universal and homosexual. Etiquette is everywhere in ancient and modern China and foreign countries, from individuals to countries. Etiquette is a code of conduct based on human social life, and all members of society are bound by certain etiquette norms. The second is the inheritance before and after. In the process of social development, the etiquette of past dynasties is a link between the past and the future, and each etiquette has its historical origin, which comes down in one continuous line and is "sublated" in inheritance. The third is personality differences. There is a saying that "a hundred miles of different winds, a thousand miles of different customs." Every country and every region has its own advantages. The fourth is the development of the times. Any etiquette has obvious characteristics of the times, and etiquette culture is a portrayal of the times. However, etiquette is also constantly innovating and advancing with the times. Etiquette culture will not remain unchanged, but will develop with the development of the times. Today, etiquette is still in line with international standards, and the etiquette of various countries blends with each other. The fifth is the diversity of standards. Due to the richness of etiquette, the criteria for commenting on etiquette are also diverse. Such as "four differences" (different times, different national conditions, different occasions and objects, different manners); There is also "do as the Romans do" and "mutual recognition is etiquette". But there is a relatively unified standard: all words and deeds or customs that are conducive to social civilization and progress are in line with etiquette norms.

Second, the significance and nature of hotel etiquette

1) the significance of hotel etiquette: its great significance has three functions: one is to shape the image. Image is the general impression and evaluation of the public on themselves, that is, "knowledge and reputation". Good manners help to shape the overall image of individuals and organizations. The second is harmonious relationship. Good manners help to convey information, contact feelings, enhance friendship, and coordinate and harmonize guest relations. The third is effective work. Good manners reflect the management level, corporate culture and staff quality, make guests feel at home, and make up for some shortcomings in their work. "Rudeness cannot be removed", so etiquette is the basic skill.

Bacon said: "Good manners make our personality shine and our career icing on the cake". Practice has proved that etiquette is a civilization construction, and etiquette is a big "software". Learning and using etiquette can make the hotel's personality shine and make the career icing on the cake.

2) The nature of hotel etiquette: The nature of hotel etiquette belongs to business etiquette. There are three forms of business etiquette, namely, civilization, mutual benefit and public relations.

Civilization-Hotels and guesthouses are places where civilization is particularly respected. From the "welcome" of the concierge to the door, there are warm smiles and cordial greetings everywhere, clean rooms, delicious dishes, charming service atmosphere and elegant living environment, which make the guests who come to visit us reluctant to leave. Customers are enjoying civilization and bathing in the sunshine of civilization.

Civilization, of course, does not allow uncivilized words and deeds. All violations of law and morality must be prohibited. Hotels and guesthouses are the epitome of social civilization and the model holy land of civilized etiquette.

Mutual benefit-hotels should pay attention to the social benefits of dedication and, of course, the economic benefits of mutual benefit. Earn economic income through quality service; Customers also benefit. This is a mutually beneficial and win-win situation. Now the hotel has established a new concept: the relationship between the hotel and the guests is not a hostile relationship between you and me, but a mutually beneficial and cooperative partnership. The competition among peers is not a life-and-death confrontation relationship, but a mutually supportive * * * win * * * life relationship.

Mutual benefit, of course, is not allowed to harm others' words and deeds. All phenomena that infringe on the interests of guests must be prohibited. For hotels, we should insist on taking the voice of the guests as the first signal, the interests of the guests as the first pursuit and the satisfaction of the guests as the first standard. For guests, it is also impolite to safeguard the legitimate rights and interests of the hotel, make excessive claims for some mistakes and carry out some irregular behaviors.

Public relations-hotels and guesthouses serve the general public, and "all visitors are guests". People up and down, left and right, as long as they follow the procedures, are all our "relatives of God". Therefore, we should serve them equally. It is not allowed to judge a person by his appearance, nor is it allowed to locate a service by his position and power. We should seek common ground while reserving differences, coordinate and communicate with guests, and establish harmonious interpersonal relationships. Waiters should improve the "public relations awareness of all employees". It is also necessary to conduct qualified training for "public relations personnel".

Of course, public relations does not allow "favoritism" and discriminatory words and deeds. All phenomena that damage public self-esteem must be banned. When dealing with some guest conflicts, we should restrain ourselves with the strategic concept of "the customer is always right", focus on the overall situation and be good at compromise, which is in line with the etiquette spirit of "putting public first". (C) the five basic principles of hotel etiquette

1) Principle of Sincerity Sincerity is a friendly expression of treating others sincerely, without lying, hypocrisy, cheating or insulting others, and with sincerity in everything. Socrates once said that sincerity is the first rule of etiquette. "You must contribute your sincere love and learn how to win a person's heart in a just and honest way." As the saying goes, "Sincerity leads to success", and only sincerity can win the hearts of guests.

2) Tolerance Principle Tolerance is a noble realm of being kind to others, and it is tolerance and tolerance. Learn to be tolerant, understanding and considerate of guests. Never be harsh, critical or aggressive. Be reasonable and wait for no one. Guests come from all directions, and their ideas, qualities or customs are uneven. For many words and deeds that you don't like, the waiter should be generous and not too demanding. Tolerance means allowing others the freedom to act and judge, and patiently and fairly tolerating opinions different from their own and traditional views. The Encyclopedia Britannica defines this.

3) Self-discipline Principle Relatively speaking, waiters should be strict with themselves, restrain their words and deeds with etiquette norms, and establish an internal moral belief and self-cultivation criterion in the process of service. Realize self-education, self-management, and correct your own balance. I once said that "I will take care of the guests' mistakes" is the good use of the principle of self-discipline, and finally won the guests' touch. Waiters are self-disciplined and guests are reasonable.

4) The principle of moderation refers to grasping the discretion and exercising proper etiquette according to specific situations and occasions. When interacting with guests, be warm and generous, not frivolous; Self-respect and self-love, not conceited; Trust people but not credulous; Be modest and don't feel inferior. Also pay attention to the difference between inside and outside, distinguish between public and private, and don't get too close to the guests; Don't be too picky and don't be too careful. Words and deeds are measured. If you lose your degree, you will make mistakes.

5) The principle of flexibility is different for visiting guests in terms of identity, status, age, occupation, gender and health status, so they should be treated equally and differently. Special care can be given to foreign guests. For the old, weak, sick and disabled guests, someone should help them when they enter the door. But for ordinary guests, of course not. Many things should have been done by waiters, but some guests insist on their own experience, or they can be satisfied appropriately, and don't "live or die". In the service, it is necessary to maintain a certain degree of flexibility, and treat it according to the specific situation.

(4) The main content of hotel etiquette

1) to fully reflect the five elements of etiquette:

Politeness is mainly a spiritual ceremony. Emotionally, especially in language, we should respect and care for our guests, and be good at saying "cross ceremony" naturally and sincerely: please, hello, thank you, sorry, goodbye. That's not enough. We should improve our ability to speak "eight languages": address, thank you, respect, modesty, apology, elegance, auspiciousness and sociability. Language is the most commonly used tool for waiters to communicate with customers. It is necessary to fully embody the spirit of cherishing guests as "God and relatives" through appropriate language. (The next issue focuses on language ceremonies)

(2) The main material ceremony of etiquette. People are polite in the four seasons and eight festivals. Hotels and guest houses should not only be spiritually (linguistically) friendly to customers, but also give customers various material benefits, such as giving some discounts, giving some coupons and sending some small commemorative gifts. This is also the actual performance of being kind to customers.

③ Etiquette is mainly a formal ceremony. Musical instrument is a form. Etiquette is similar to "beauty of appearance". Attendant's behavior in hairstyle, dress, clothing, etc.; Hotels and guesthouses should conform to etiquette norms in the etiquette procedures of various activities. For example, the etiquette of engagement wedding ceremony, opening ceremony, award ceremony and press conference. It is very particular.

4 manners and manners are mainly manners and manners. Confucius said, "Be soft before being rigid". Now when people say "elegance", they all mean grace. Manner, also known as temperament and tolerance. Waiters should have the gentlemanly demeanor of * * * appealing to both refined and popular tastes, affable, supercilious and unified in gfd. The "dignified manner and good temperament" mentioned in the job advertisement is the quality of demeanor.

⑤ Gifts are mainly personal gifts. The ancients called it "favorite". It is equivalent to the current "spiritual beauty." Don't misunderstand etiquette as just an external form. In fact, content is more important, and inner beauty is the basis of etiquette. Calling Premier Zhou an "oriental beauty man" not only refers to his appearance beauty, but also refers to his inner beauty. Therefore, hotel waiters must emphasize moral cultivation. For example, finding money, doing charity and doing good things for guests are all rare "gifts" (noble character).

2) Ten Common Codes of Conduct Note:

(1) The ushers in the welcoming ceremony should have pleasant manners, decent smiles and sincere dedication. Say hello "Welcome" and "Please walk slowly and see you later"; You can also say hello silently and express it in body language with eye-catching expressions.

② Telephone ceremony "four essentials": register first; Good at asking questions; To make a long story short; Kiss goodbye. Telephone is a conversation without meeting. Pay attention to the friendly voice and learn to make a long story short.

3 reception room reception "five words": a shout; Second, sit down; Sanshui; Four offices; Five didn't. It is also necessary to implement the "first question system" and "good conclusion system". Completely overcome the rude old habit of "it is difficult to enter the door, people are hard to find, faces are ugly, words are ugly, and things are difficult to do".

(4) The head ceremony is called the "head" of people, and it is the concentrated area of etiquette. The first is the window. The face is the window to people, and the eyes are the window to the soul. We should reshape our face into a "square garden". Above the principle, be serious; In unprincipled matters, be more garden and smile. Be good at smiling sincerely and naturally. The second is to learn to nod, according to the object and situation, shallow (symbolic click) and deep (bigger and slower). It's beautiful to have a good head. We should practice facial expressions in particular. "Shape yourself and start from scratch."

⑤ The body ceremony is the bow ceremony, which can also be divided into two postures: shallow bow and deep bow. Pay attention to the appropriate distance, about 15-30. Japanese deep bow is a big gift, with large bending range and slow upright time. Under normal circumstances, it is ok to lean over with an expressive face. We should understand the relative differences between "head ceremony" and "body ceremony". The so-called "service and body shaping" mainly refers to the well-trained "body ceremony".

There are many forms of salute, such as clapping, waving, folding, patting on the shoulder, handing, using fingers and so on. Among them, the handshake is the most representative, and the symbolic handshake can be a little casual. Formal handshake pays more attention to: whether to hold, order, strength, time, degree, expression, frequency, etc. Should be decent and civilized, especially in diplomatic activities. When the hotel service shakes hands, the same sex can take the initiative and the opposite sex can be passive. You can also properly use foreign hand gifts "OK", "winning by pointing" and "Bye-bye" to adjust the atmosphere.

⑦ "There are differences between men and women" has always been a sensitive topic in social interaction. There should be no "courtship" or "flirting" between waiters and waitresses and guests in the hotel. Even after work, you should behave appropriately, pay attention to discretion and avoid damaging your image. There are three words worth noting: the opposite sex is "wide but not narrow" in the scope of communication; In the degree of communication, "close but not crazy"; Be "true and false" in your contacts, and beware of being deceived. Also learn some "wine ceremony" skills.

There are many taboos in etiquette, so don't break them easily. For example, don't ask guests for business cards, and don't ask for privacy easily; Don't cross when shaking hands (forming a cross means death); Try to avoid unlucky language words; In addition, different guests have taboos about numbers, colors, sending flowers, sorting and communication. So be careful when serving so as not to be careless and rude. In addition, there are three kinds of jokes (politics, physiology and privacy) that should be banned. Accommodation, banquets, dancing and travel are all taboo.

Pet-name ruby grooming etiquette is the most striking waiter in gfd. Appearance refers to appearance, mainly refers to a person's head, including face, hairstyle, makeup, accessories and so on. Women can't wear heavy makeup, their hair is too long. Men can't grow beards and sideburns, and don't wear rings. Instrument mainly refers to clothing accessories. Women should wear dresses, not underwear, and be sure to button their clothes and not open them; Men's ties should not be too flowery, they should not be barefoot, and they should wear dark socks. Meanwhile, the waiters and waitresses. Also pay attention to sitting posture, standing posture and walking posture. When walking in the passage, lean to one side and don't walk in the middle. In case there are guests, let them go first. Don't lean against the wall or other things when working. Don't laugh, don't hum, don't snap your fingers and don't eat while walking. Appearance and courtesy are the best ways to make a first impression on guests.

Due to the reform and opening up, attending foreign affairs ceremonies attracted waves of foreign guests. Hotels must be familiar with foreign affairs etiquette. The following eight points must be noted: understand and respect the customs and religious beliefs of foreign guests; Foreign guests attach great importance to punctuality and efficiency; They advocate giving priority to women and the elderly; They are frank and frugal, oppose waste, and have different diets; The ranking of foreign guests is different from that of China: "big right and small left"; Pay attention to "seven don't ask" (age, marriage, income, experience, belief, politics, privacy) when dealing with people, and don't greet them in Chinese style (are you busy? Come to my house to play after dinner); In particular, we should be kind to the western "intimacy ceremonies": blowing kisses, hugging and kissing. There are two principles. One is appreciation, which is their common etiquette. Second, we should consider China's national conditions and politely refuse it in an appropriate way without damaging our friendship. The advantage of "tipping" is that foreign guests like to tip the waiter as a reward. Don't accept it easily, give it to the leader, let alone ask for it.

Citation address:/u16117939/d85658457.