What is tourist reception etiquette?

After the reform and opening up, China's tourism industry has made great progress. Rich tourism resources and diverse ethnic customs attract tourists from all over the world. What is tourist reception etiquette? The following are some of the contents collected by Zhishi Bian Xiao, hoping to help you.

Tourist reception etiquette requires a smile.

● Take nature and kindness as the basic principle.

● Don't laugh or smile in formal and solemn occasions, in situations where guests are embarrassed and embarrassed, and in situations where everyone is sad and depressed.

Laughter cannot affect the conversation and rest of tourists, and it is not appropriate to laugh or clear your throat.

● Don't smile at tourists mechanically.

Shake hands; Shake hands (noun)

● Village receptionists generally do not use handshake ceremony. Tourists take the initiative to reach out and the service staff can shake their hands.

● When shaking hands, distinguish the relationship between subject and object, position and age.

● Handshakes between the opposite sex are generally held by women first. Men usually only hold women's fingers, not too hard.

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

● Avoid wandering eyes and being absent-minded. The handshake time should not be too long.

● Avoid two people shaking hands at the same time and cross-shaking hands.

● Avoid hesitation, slowness or forced handshake.

● Don't shake hands with others without gloves. Don't wipe your hands with a handkerchief or tissue after shaking hands.

bow

Take off your hat when bowing, and then put it on after saluting.

Bow your head and look at the ground. You can't lift your eyelids.

● Pay attention to eye contact before and after bending.

The bowing ceremony of service personnel is usually held on 15. ~30。 amongst

nod (one's head)

Nodding is a casual etiquette, and greetings should be said at the same time when saluting.

Smile when nodding, face each other, look at each other and nod slightly. Nod once, not too much.

● If you wear a hat, you should first take off your hat and nod before putting it on.

Principles of tourist reception etiquette 1. Respect principle

Modern tourism emphasizes? Guests first? It is required to put the guests first, consider all the guests, and actively and enthusiastically meet the reasonable needs and wishes of the guests. Among all the needs and wishes of the guests, the demand of respect is the strongest and most sensitive, and it is also the normal, reasonable and lowest requirement, which is the right of the guests. only

2.？ Equal treatment? principle

Service work? Equal treatment? This means that all guests should be respected, and in this respect, we must not favor 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 communication objects, but we must treat guests equally when respecting them.

3. Enthusiasm principle

It is an important standard to measure the quality of tourism service whether we can actively solve the various requirements of guests and meet their psychological needs, so the etiquette behavior in tourism activities should be proactive.

4. The principle of propriety

Modern etiquette emphasizes that interpersonal communication must be moderate, pay attention to social distance, control emotional scale, and keep in mind the truth that too much is too late. Therefore, etiquette behavior should pay special attention to the differences in etiquette and manners on different occasions, and adhere to the principle of adapting to the time, place and person.

5. The principle of tolerance

The principle of etiquette tolerance is not to care too much about each other's etiquette mistakes. When using etiquette in tourism services, we should not only be strict with ourselves, but also be lenient with others. We should be more understanding and considerate of others, not picky, not haggle over every ounce, and not aggressive. In the face of excessive or even disrespectful requests from guests, our staff should calmly and patiently explain, and never chase after them and push them into trouble, otherwise they will have rebellious mentality, form confrontation and cause disputes. When a guest is at fault, should we? Reasoning also makes people? Learn to tolerate each other, let the guests walk down the stairs with dignity and save their face. When guests criticize us, they are guided. Change it if you have it, and encourage it if you don't? Attitude, listen carefully.

6. Self-discipline principle

The highest state of etiquette is self-discipline, that is, without any supervision, you can still consciously restrain your behavior according to etiquette norms. Tourism workers should not only understand and master specific etiquette norms, but also establish a moral belief and behavior accomplishment in their hearts, so as to gain internal strength. Starting from the self-discipline of customer service, we should always check whether our behavior conforms to the etiquette norms, receive and serve the guests in strict accordance with the etiquette norms in our work, ensure that there is no superior supervisor present and the guests are consistent, and turn the etiquette norms into conscious behaviors and internal qualities.

Code of etiquette for reception at tourist front desk

The receptionist is the image spokesperson of the hotel, or the facade of the hotel. Therefore, the receptionist is required to sit, stand, walk and walk naturally and maintain a good mental outlook.

The receptionist should pay attention to your standing posture, sitting posture, body language, eyes and smile at work; At work, liuxue86.com always wears a natural smile and shows an amiable attitude, which makes the guests feel approachable. Don't make small gestures, cover your mouth when yawning, and don't scratch your nose, dig your ears, pick your teeth and other indecent actions.

Don't show laziness, stand upright, don't shake your body, don't stand against walls and cabinets or squat on the ground, don't tilt your head and don't make faces. Use the right words, don't offend the guests, and don't need flattery. Your voice should be soft, neither too loud nor too small, and you should clearly express what you want to say. Always smile.

Code of image etiquette

Polite hospitality and warm service are not enough. Hotel receptionists should also pay attention to their own image etiquette norms. Men's hair should not be too long, greasy and scalp. Ladies' hair should be washed and tied, and exaggerated hair accessories should not be worn. Only use light and generous hair accessories, and don't cover your eyes or face with your hair.

Facial modification: men should not grow beards, their faces should be fresh and pleasant, and their breath should be fresh. Ladies should wear light makeup, but not too much rouge and gouache. They should just do a little grooming, brush their eyebrows and apply lipstick and rouge lightly.

Body modification: don't grow nails, ladies can't wear bright nail polish; Take a bath often, don't smell, and don't wear too much perfume.

Reception etiquette norms

When the guests come to the counter, they immediately put down the documents they are processing, greet them politely, and show their professional training, competence and ability to serve the guests.

For the guest's consultation, listen carefully before answering. Be patient when answering questions, and apologize if you are not allowed to answer. Excuse me, please wait a moment. Can I ask for you? After asking, give feedback to the guests.