1. What are the "four elements" of a smile?

To create a beautiful smile, we must strengthen the artistic accomplishment of smiling, eliminate bad habits and achieve four essentials of smiling:

First of all, the mouth, eyes, nose and eyebrows should be combined to form a real smile. A smile from the heart will naturally mobilize people's five senses; Eyes slightly narrowed, eyebrows slightly bent, nose wings open, facial muscles closed, corners of mouth upturned, lips exposed. Only when the eyes, eyebrows, nose, muscles and mouth are reached can they be cordial and touching.

Second, it is necessary to combine expressions and show temperament. When you laugh, you should be full of energy and vitality, and when you laugh, you should be kind and sweet. Such a smile, accompanied by stability and cultural accomplishment, can better show temperament. Smile means it smiles on the face, and "tolerance" gives people an unforgettable, profound and inclusive feeling. If you grin or open your mouth, it's a good temperament.

Third, be full of emotions and complement each other. Smile and language beauty are often twin sisters, and a sweet smile and polite language can set them off. If you smile but use rude language, your smile will lose its meaning; If the language is polite but expressionless, people will doubt your sincerity. Only when the voice and emotion are full, enthusiasm and sincerity can be understood and play a icing on the cake.

Fourth, we should coordinate with the beauty of appearance and behavior to form a perfect and unified effect from the appearance.

Second, what are the bad habits of sitting posture?

Bad habits mainly include:

(1) Back camel shoulder.

(2) Sit in a chair or lean forward and lean back, shake your legs and cross your feet, put your feet on the armrest of the chair or sofa and stand on the coffee table.

(3) The upper body is prone on the desk and chair or on my leg.

(4) The feet are forked or splayed. When a lady is seated, she should not cross her legs and keep her knees tight.

(5) Take off your shoes or shine shoes on the ground.

(6) Keep fiddling with things when sitting down, such as hair, rings and fingers.

What are the basic principles of etiquette in interpersonal communication?

In modern social life, interpersonal communication should follow such basic principles as respect, obedience, self-discipline and moderation.

4. What kinds of gifts are commonly used in interpersonal communication?

The most popular ceremonies in the world are hat-taking ceremony, handshake ceremony, hand-raising ceremony, bow ceremony, knee-bending ceremony, hug ceremony, kiss ceremony, bow ceremony, cross ceremony and so on. One of the most common gifts is shaking hands.

5. What are the rules for handing out business cards?

To participate in various formal activities, you should prepare business cards with you, put them in a special card holder and put them in a pocket that is easy to take out. When you need to hand in your business card, you should stand up, walk to the other party, look at the other party with a smile and friendly eyes, face the other party with your hand or right hand, and hand it respectfully, accompanied by oral introduction and greetings. If I give business cards to many people at the same time, I can give them in the order from respect to inferiority or from near to far. Business cards should be given to guests who participate in activities in an independent capacity, not just to leaders and ladies, giving people a feeling of taking advantage.

When handing in business cards, you can't introduce yourself and rummage around for business cards, or take out a stack of business cards and rummage slowly, which seems absent-minded. Don't send it casually, especially avoid handing a business card to a person repeatedly.

6. What do the three hospitality sounds mean during the service?

The so-called "three-tone hospitality" means that when service personnel face consumers at work, they must naturally do so: welcome when they come, answer when they ask, and send them when they leave. These three voices are the basic skills that every service personnel should have in civilized service.

Seven, what is four don't talk?

In the face of consumers, there are four things that service personnel cannot say and must do.

Do not speak disrespectful language;

Don't speak unfriendly language;

Don't swear;

Don't speak impatient language.

Eight, how to achieve quality service?

(1) Do your best. It is to serve well wholeheartedly under the conditions of one's ability.

(2) Do your best. Do your best.

(3) strive for perfection. Do things as perfectly as possible and strive for perfection.

(4) strive for satisfaction. Whether the service quality is good or not depends on whether consumers approve it or not, and efforts should be made to satisfy consumers.

Catering Training Textbooks for Catering Etiquette Knowledge Training (2)

9. What is a normal interpersonal distance?

For employees, the regular interpersonal distance they need to keep with customers in their work can be roughly divided into five types:

(1) service distance, when providing services directly to customers, the service distance should be between 0.5m and 1.5m;

(2) Display distance, the staff needs to operate the demonstration in front of the service object, and the display distance should be between 1 m and 3m.

(3) Guiding distance generally refers to the distance between staff when guiding customers. It is advisable for the staff to drive about 1.5 meters in front of the left side of the service object.

(4) Standby distance refers to the distance that staff must keep with each other when customers don't call themselves to provide services. Under normal circumstances, it should be 3 meters away, as long as the parties can see it.

(5) Trust distance refers to a distance used by staff to show their trust in customers, but also to let customers browse, consider, choose or experience services more intently, that is, to leave each other and disappear from each other's sight. When taking such a distance, we must guard against two points: first, don't hide nearby, as if spying on the parties; Second, if you don't go, you won't come back, so that customers can't find anyone when they need the help of service personnel. In addition to these five kinds of distances, staff should also know their own taboo distance in their work, which is also the distance that should be avoided from the service object, that is, the distance less than 0.5, which is absolutely unacceptable without special reasons.

10. What do the trilingual and pentatonic service personnel mean?

Service personnel should use three languages in their work, namely, respect, greeting and address.

Five tones refer to welcoming guests when they come, addressing them when they meet, thanking them when they get help, apologizing when they interrupt, and seeing them off when they leave.

XI。 How can room staff do three things easily?

The guest room is a resting place for guests, so keep quiet. Therefore, the room attendant should do three things when working in the room area, that is, speak lightly, walk lightly and operate lightly. For example: don't talk loudly in the guest room area, sing loudly; Don't be too loud when answering or paging the phone, and don't shout in the corridor; Don't open and close the door too heavily.

Twelve, how to do the service staff of Siqin restaurant?

Restaurant waiters should be diligent in their work, that is, diligent in their eyes, mouth, hands and legs. The so-called diligence means that the waiter should look around and listen to all directions to see what help the guests need; The so-called mouth-to-mouth means that the waiter is polite and answers questions; The so-called hands-on service means that the waiters do not share the responsibility and actively do a good job in foreign affairs; The so-called leg attendance means that the waiter should always walk around his work area to meet the needs of the guests in time.

When the guests get up after dinner, the waiter should send them off warmly. It's impolite to close the station after all the guests have left.

Thirteen, what are the common wrong gestures of service personnel?

Attendants should also prevent or correct the following common wrong gestures during the service.

(1) give directions. Waiters are not allowed to point at others at will, especially when talking to others. If you point your finger at each other's face, especially at the tip of their nose, it is even more disrespectful to each other.

(2) wave at will. Don't wave to the other party when receiving customers. Waving generally means refusing others, and sometimes it means being extremely impatient.

(3) Hold your arms together. Holding your arms on your chest, this posture often implies narcissism. If the service personnel behave like this in front of customers, it will naturally make people feel uneasy and unhappy.

(4) Baotou with both hands. Doing so when serving others will give people the feeling of arrogance.

(5) fiddle with your fingers. Playing with fingers repeatedly can give people a feeling of hysteria.

(6) Put your hands in your pockets. If you put one hand or two hands in your pocket at work, it will free people from busy work. They are not trying their best.

(7) pose. Tidy up your clothes or dress yourself at work.

14. How do the service personnel get in and out of the elevator?

Service personnel work in high-rise buildings, and it is inevitable to use elevators frequently. Generally speaking, four aspects should be paid attention to when using elevators.

Question:

(1) Use the dedicated elevator.

If the unit has clear regulations, it must consciously abide by them. Service personnel shall not mix the same elevator with the service object.

(2) Remember to live first, then live.

When taking the elevator, the general rule is that people outside can enter only after the people inside come out, otherwise there will be chaos once there are too many people in and out of the elevator.

(3) Take good care of customers.

Service personnel should also be polite when they meet strangers in the elevator, and ask them to come in first and go out first. If you are responsible for accompanying the other party, there are special requirements when taking the elevator. When taking the unmanned elevator, the service personnel must go in and out by themselves to control the elevator. When taking a manned elevator, the service personnel should be the last to go in and the last to come out.

(4) Respect the passengers around you.

When entering and leaving the elevator, most people should walk sideways to avoid collision and trampling on others. After entering the elevator, stand inside. If there are many people, it is best to face inward or sideways. Before getting off the elevator, get ready and change the elevator door in advance.

Catering Training Textbooks for Catering Etiquette Knowledge Training (3)

15. What details should I pay attention to when entering and leaving the gate?

When entering or leaving a room, you should pay attention to the following details:

(1) Notify first.

When entering or leaving the house, especially before entering the house, be sure to knock and ring the doorbell to inform the people in the room.

(2) Open and close the door by hand

Be sure to open or close the door by hand when entering or leaving the door. Service personnel are absolutely forbidden to push with head and elbow, knee arch, hip bump, toe kick, heel push, etc. When opening and closing the door.

(3) Facing others

In and out of the door, especially in the small room, and there are people you know well in the room, it is best to close the door with a backhand and open the door with a backhand, and always pay attention to facing each other instead of turning your back on yourself.

(4) After entering, after leaving.

When going in and out of the door with others, to show respect for others, the service personnel should generally go in and out by themselves and ask the other party to go out after the first door.

(5) Make a sliding door

Sometimes, when accompanying and guiding others, the service personnel are also obliged to pull the door for each other when entering and leaving the gate.

What is the correct way for the waiter to raise his hand?

Raise your hand, which is a common gesture used by service personnel to express greetings, respect and thanks to customers. You can do it quietly or with relevant words. When the service personnel are busy, they can immediately eliminate the feeling of being left out. According to etiquette norms, the correct way for service personnel to raise their hands includes the following requirements:

(1) face to face

Stand up straight and face each other when raising your hand, at least your upper body and head should face each other. Look at each other and smile.

(2) arm extension

When you say hello, your arms should be extended from the bottom up. The arm can be slightly bent or completely straight.

(3) Palm outward

When greeting, palms face outward, that is, face each other and fingertips face up. Never forget to open your palm.

(4) Don't mess around.

Raise your hand and gently lift your arm from bottom to top, instead of swinging back and forth from top to bottom or left and right.

What should I pay attention to when waving goodbye?

Waving goodbye is a common gesture used by service personnel to say goodbye to customers. When using this gesture, we should mainly pay attention to the following five points:

(1) Stand up straight and try not to walk or run around, let alone shake your body.

(2) Look at each other and the gestures will be standardized. If you don't look at the goodbye object, it will be understood as "arrogance" by the other party.

(3) Stretch your arms forward. When you say goodbye, you can use your right hand and hands. But keep your arms up and stretch forward as far as possible, and your fingertips must be up. Don't stretch your arms too low or too bent.

(4) palms facing outwards. When making this gesture, be sure to keep your palms facing outward. Otherwise, it is very impolite.

(5) Swing from side to side

When waving goodbye, your arms should swing gently from side to side and try not to swing up and down. When you say goodbye, you should wave your hands back and forth from outside to inside at the same time.

How to use polite expressions correctly?

In interpersonal communication, the use of polite language has become a symbol to measure the beauty of language. People generally turn polite expressions into conscious behaviors, and some people weave common polite expressions into jingles:

When we first meet, we have heard a lot, but when we visit others, we will visit them.

Please don't send someone to stay, the other party wrote a cover letter.

Ask someone to help you say you're sorry, please say you're sorry conveniently,

Ask for guidance, advice, guidance and advice,

Praise people's views with high praise, and returning to nature is called returning to nature.

Welcome to buy is called patronage, and the age of the elderly is called longevity.

The guests have arrived. Please come here and leave on the way. Sorry,

Give the work with an axe, wait for the guests, etc.

Begging for forgiveness, saying forgiveness, bothering others, saying interruption,

Long time no see, long time no see, please,

Say goodbye to others and ask others to answer.

Smile and give gifts to show your gratitude. Thank you.

Catering Training Textbooks for Catering Etiquette Knowledge Training (4)

What are the taboos of service terms?

Service personnel are prohibited from using service taboos. Service taboo usually refers to taboo words in the service industry, that is, some words that service personnel should not use when serving people and should try to avoid using them. From the perspective of improving service quality, we don't need service taboos, but ask service personnel to learn manners well, improve their quality and maintain the image of the enterprise and themselves.

(1) No offense.

In the process of service, service personnel shall not use any language that lacks respect for the clients. Under normal circumstances, disrespectful words mostly violate the personal taboos of the parties, especially some taboos related to their physical condition and health status.

(2) There are no unkind words.

Under any circumstances, service personnel are absolutely not allowed to use unfriendly or even hostile language to customers. Treating customers with unfriendly language at work is not only against professional ethics, but also may give people the impression of much ado about nothing, and even further expand the trouble.

(3) Don't say impatient words.

In order to do their job well and improve service quality, service personnel should show enthusiasm and patience when receiving customers. We should try our best to: answer questions and answer them wholeheartedly; Never tire of asking questions; Regardless of the object, it is the same. If you are impatient, it is a foul for whatever reason you have.

Twenty, how to answer the phone correctly?

Etiquette for answering the phone:

(1) When the phone rings, you should immediately put down other work and answer the phone in time. There is a saying that the bell rings less than three times, that is to say, it is advisable to answer the phone within three times. In work and life, we should pay attention to abide by this convention and don't deliberately delay time.

(2) After picking up the receiver, take the initiative to say hello and sign up. Greeting each other is a polite expression; Sign up is to let the other party verify whether you have the wrong number and connected the wrong person.

(3) When answering the phone, you should respond positively, be warm and friendly, and don't put on airs and neglect the other party. Focus, don't be absent-minded, half-hearted. When the call is over, take the initiative to say "goodbye" and be polite. When answering the phone, if you encounter important content, you should take notes carefully.

(4) If the other party's phone number is wrong, explain it to the other party patiently, and don't be impatient or even embellish it. When the call is interrupted, wait for the other party to dial in again. Don't stay away from the phone, and don't blame each other.

(5) When an important guest or someone calls during the meeting, they should explain the situation to the other party, apologize and make an appointment, and take the initiative to call. Once you make an appointment to call the other party, you must keep it.

(6) According to the convention of telephone etiquette, callers usually hang up. The party who answers the phone should not take the initiative to hang up the phone when the other party does not hang up. Especially when talking to a respected person or lady, be sure to wait for the other person to hang up to show respect for the other person.