Etiquette common sense for tourist reception

Improving the level of tourism reception can make tourists feel happy during their visit and increase customer satisfaction. Let me take you through it next.

Principles of tourism reception

1. Principle of respect

The modern tourism industry emphasizes "guests first", requiring guests to be put first, doing everything for the sake of guests, taking the initiative Passionately meet guests' reasonable needs and wishes. Among all the needs and wishes of guests, the need for respect is the strongest and most sensitive. It is also a normal, reasonable and minimum requirement, and it is the right of guests. Only

2. "Equal treatment" principle

"Equal treatment" in service work means that all guests should be respected. At this point, we must not Prefer one over the other. The specific application of etiquette can vary from person to person, and different forms of etiquette can be adopted according to different objects of communication, but everyone must be treated equally when it comes to showing respect and respect to guests.

3. Principle of enthusiasm

The ability to proactively address guests’ various requirements and satisfy guests’ various psychological needs is an important criterion for measuring the quality of tourism services. Therefore, tourism activities Etiquette behavior should be proactive.

4. The principle of appropriateness

Modern etiquette emphasizes that interpersonal interactions and communication must be moderate, pay attention to social distance, control the scale of emotions, and keep in mind the principle that too much is not enough. Therefore, etiquette behavior should pay special attention to the difference in etiquette degree and etiquette methods under different circumstances, and adhere to the principle of appropriateness according to the time, place and person.

5. The principle of tolerance

The principle of tolerance in etiquette means not to care too much about the other party's mistakes in etiquette. When using etiquette in tourism services, you must be strict with yourself, be lenient to others, understand and considerate of others, and must not blame, care about, or even be aggressive. In the face of excessive or even rude requests from guests, our staff should explain calmly and patiently, and never pursue them and push the guests into a dilemma. Otherwise, the guests will have a rebellious mentality, form confrontation, and cause disputes. When a guest makes a mistake, we must "allow it to be reasonable", learn to tolerate the other party, let the guest go down the stairs with dignity, and save the guest's face. When guests make criticisms to us, we should listen carefully with the attitude of "if there are any, correct them, if not, add encouragement".

6. Principle of self-discipline

The highest state of etiquette is self-discipline, that is, being able to consciously restrain one's behavior in accordance with etiquette norms without any supervision. Tourism workers must not only understand and master specific etiquette norms, but also establish a moral belief and behavioral cultivation in their hearts to gain inner strength. Start with self-restraint in customer service, always check whether your behavior conforms to etiquette norms, receive and serve guests in strict accordance with etiquette norms at work, and do the same whether or not the superior supervisor is present, and the same before and after guests. Turn etiquette norms into conscious behaviors and inner qualities.

Tourism reception etiquette requirements

Smile

● Take nature and kindness as the basic principles.

● Do not laugh or smile in formal and solemn occasions, when guests are embarrassed, or when everyone is sad and depressed.

● Laughter should not affect tourists’ conversations and rest, and it is not appropriate to laugh heartily or loudly.

● Don’t greet tourists with a mechanical smile.

Handshake

● Rural receptionists generally do not use handshakes. Service staff can only shake hands with tourists when they actively extend their hands.

● When shaking hands, distinguish between host and guest, position, elder and younger, etc.

● When shaking hands between opposite sexes, the woman usually extends her hand first. Men generally only hold women's fingers, and do not use excessive force.

● Avoid reaching out rashly. Even if you are left-handed, you should extend your right hand when shaking hands.

● Avoid wandering eyes and absent-mindedness. The handshake should not last too long.

● Avoid shaking hands with two people at the same time, and avoid shaking hands crosswise.

● Avoid hesitating, being too slow, or forcibly shaking hands.

● Do not wear gloves to shake hands with others. Do not wipe your hands with handkerchiefs or paper towels after shaking hands.

Bowing

● When bowing, you should take off your hat and put it back on after completing the salute.

● When bending down to salute, keep your eyes on the ground and do not turn your eyelids upward.

● Pay attention to eye contact with the other person before and after bending down.

● The bowing ceremony of service staff is generally 15. ~30. between.

Nodding

● Nodding is a relatively casual etiquette. You should say greetings while saluting.

● When nodding, you should smile, face the other person, look at the other person, and nod slightly. Just one nod, not too many.

● If you wear a hat, you should take off your hat first and nod in salute, then put it back on.

Hotel front desk telephone etiquette

Item preparation

When we usually work, we should prepare paper and pen next to the phone to facilitate recording the content of customer calls.

Hold the microphone with your left hand

Most people are accustomed to picking up the phone receiver with their right hand. However, during telephone communication with customers, it is often necessary to make necessary written records. When writing, the microphone is usually clamped on the shoulder. In this way, the phone can easily fall off and make a harsh sound, causing discomfort to the customer. In order to eliminate this undesirable phenomenon, it is recommended to use the left hand to hold the receiver and the right hand to write or operate the computer, so that you can easily communicate with customers.

Answering time

Answer the phone within three rings. If something delays the time of answering the phone, you should first apologize to the customer when you receive the call.

Maintain correct posture

You should always maintain correct posture when answering the phone. Under normal circumstances, when a person's body sinks slightly and the Dantian is compressed, it is easy to make the sound of the Dantian unable to come out; most people speak through the chest, which makes the mouth dry. If you use the sound of the Dantian, you can not only make the Dantian sound The sound is magnetic and won't hurt your throat.

Therefore, maintain an upright sitting posture, especially do not lean on the edge of the table, so as to make the sound natural, smooth and beautiful. In addition, smiling can also make the caller feel that you are happy.

Repeat the content of the call

Before answering the call, don’t forget to repeat the key points of the call to prevent misunderstandings caused by recording errors or deviations and make the entire work more efficient. For example, all information such as meeting time, location, contact number, area code, etc. should be checked and proofread to avoid errors as much as possible.

Thank you

Finally, it is basic courtesy to say thank you to the customer. The visitor is the customer, so treat the customer first. Don’t think that you can ignore the customer just because you don’t face them directly. Also, remember to ask the customer to hang up after the phone call ends, and then we hang up.