As the service tenet of the hotel, "guests first, service first" fully embodies the expectations of the hotel for every employee. As hotel employees, our words and deeds represent the corporate image and directly affect the reputation of the hotel. Even the best products, poor service and bad attitude towards guests are likely to lead to poor reputation and performance. In a word, paying attention to etiquette is the basic requirement of the hotel for every employee, and it is also the concrete embodiment of the hotel service purpose.
smile
When people meet each other, the first impression is often formed in the first few seconds, but it takes a long time to change it. A good first impression comes from a person's appearance and speech, but more importantly, it depends on his expression. A smile is an expression that can leave a good impression, increase friendliness and communication, and make people happy. A person who smiles at you will show his enthusiasm, cultivation and charm, thus gaining people's trust and respect. So, do you smile in your daily life and work?
Here are several ways to train smiling:
Instrument requirements
Everyone gets up in the morning and fully calculates the time needed for breakfast and transportation to work. If you get up for five minutes every day to check your instrument, it may increase your confidence in your day's work and make others feel relaxed and happy.
[Male employee]
Male staff should pay attention to the following items in the instrument:
[Female employees]
Female staff should pay attention to the following items in the instrument:
Maintain good manners at work;
Everyone should pay attention to their manners at work, which not only reflects self-esteem and respect for others, but also reflects the work attitude and sense of responsibility of a safety employee.
[Standing posture]
Description: The correct standing posture is to hold your head up, look forward, hold your chest, put your shoulders flat, hang your arms naturally, stand upright with your legs together, your toes are V-shaped, and your body center of gravity is placed between your feet. You can also separate your feet, slightly narrower than your shoulders, and put your hands together in front of or behind your abdomen.
Morning meeting requirements: male staff should keep their feet apart, slightly narrower than their shoulders, and put their hands together behind their backs in addition to maintaining a correct standing posture; Female employees have their legs together, their toes are V-shaped, and their hands are put together in front of their abdomen.
General etiquette
Shake hands:
Shaking hands is one of the most common etiquette in our daily work. Do you know the basic etiquette of shaking hands? When shaking hands, the order of reaching out is superior first, master first, elder first and lady first. The handshake time is generally 2, 3 seconds or 4, 5 seconds. Don't shake hands too hard or not. Smile at each other.
bow
Bowing is also a common courtesy to show respect, respect and gratitude. When bowing, you should sincerely express your gratitude and respect to each other, which will be reflected in your actions and leave a sincere and true impression on each other.
Say hello to ...
Go to work in the morning, and everyone should say hello when they meet!
A good start to a day's work should start with greeting each other.
Hotel staff greet each other "Good morning!" When they meet in the morning. "Good morning!" Wait (before 10 pm)
Call other people in the department or indoors when you are on a business trip.
When you meet guests in the company or go out, you should greet them with a smile.
You should also greet each other after work and then leave.
Such as "see you tomorrow", "goodbye" and "bye-bye"
Polite language
When guests visit or meet strangers, we should use polite language.
[Basic expression]
"Hello" or "Hello"
Use it for the first meeting or the first meeting of the day. You can use "good morning" and "good morning" in the morning (before ten o'clock) and "hello" or "hello" at other times.
"Welcome" or "Hello"
The receptionist will use it when she sees a guest visiting.
"Excuse me, could you tell me ..."
Use it when waiting for guests. Gentle and polite.
"Thank you for waiting."
No matter how long the guests wait, they should apologize to them.
"Please, please ..."
This language should be used when guests need to register or go through other formalities.
"Sorry to bother you ..."
When it is necessary to interrupt guests or other people's conversation, pay attention to the gentle tone and low volume.
"Thank you" or "Thank you very much"
We should thank others for their help and support.
"Goodbye" or "Welcome again"
Use when guests leave or leave safely.
[common language]
Do you pay attention to using the following languages in your daily work?
1, please 2, sorry 3, trouble 4, bother 5, bother.
6. all right. It's eight. Clear 9. Are you 10, Mr. or Miss X?
1 1, the manager or supervisor of X 2, the father or mother of your company 13, XX (called other people's parents).
14, hello 15, welcome 16, may I ask … 17, who's calling?
18, please wait (wait) 19, sorry ... 20, nothing, 2 1, you're welcome.
22. Nice to meet you. Please advise. 24. Thank you. Please take care of me.
I really appreciate it． Goodbye (goodbye)
Telephone etiquette
Four basic principles of answering the phone
1. Answer the phone within three rings.
2. Prepare a pen and paper by the phone for recording.
3. Confirm the time, place, objects and events recorded.
4. Tell the other person your name.
Matters needing attention in the basic terms of the order:
, and say your name "Hello, Hotel" (straight line) "Hello, Hotel" (extension) can be used before 10 am.
When the phone above rings, "Thank you for waiting, this is the department". Pick it up within three bells.
Have a pen and paper by the phone to remember this employment.
When answering the phone, don't answer with "Hello-".
The volume is moderate, not too high
Tell each other your name.
"Hello, sir!"
"Thank you for your concern" and so on must be confirmed to the other party.
If the guest wants to express his gratitude.
Answer "Yes", "Yes", "Clear" and "Understand".
"Please repeat it" and "See you at 9 o'clock tomorrow" and so on, and confirm the time, place, object and reason. If there are rumors, be sure to record the time of the call and who left the message.
I see, please rest assured, I'll tell him, thank you, goodbye and so on.
Wait for the other person to put down the phone and then gently put it back.
focus
1, carefully record.
Step 2 use polite language
3. Be concise when making a phone call.
4. Pay attention to important words such as time, place, reason and number.
5. Avoid using technical terms or abbreviations that the other party can't understand on the phone.
6, pay attention to the speed should not be too fast.
7. Answer the wrong number politely and ask the other party to reconfirm the phone number.
Call:
Matters needing attention in basic terms of order
Confirm the name and telephone number of the caller.
Prepare what to say, the order of speech, and the materials and documents needed.
Make clear the purpose of the call
Say your name "Hello! I'm from the hotel department.
"Excuse me, is Mr. In in that department?" "Please, I want to call Mr." "Hello! I am ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳ ╳.
"I'm calling today to ask you something about ╳ ╳ ..." You should tell the other person what you want to say first. If it is complicated, please take notes.
Time, place, figures, etc. Can accurately convey, and then can summarize the main points of the content.
"Thank you", "Thank you" and "Please" are sincere and kind.
focus
1. Consider the calling time (whether it is convenient for the other party at this time).
2, pay attention to confirm each other's phone number, unit, name, so as not to make a mistake.
3, ready to use the information, documents, etc.
4. The content of the speech should be orderly, concise and clear.
5, pay attention to the call time, should not be too long.
6. Use polite language.
7. External noise or whisper will not be transmitted to the mobile phone.
8. Avoid personal calls.
Note: When making a call, in case of disconnection or interruption, the calling party should redial.
General procedures for receiving guests
1, when guests visit
Use language
"Hello!" "Good morning!" "Welcome" and so on.
Processing mode
Smile, shake hands or bow.
Step 2 ask the guest's name
Use language
"Who are you, please ..." "May I have your name, please? Who are you looking for? " wait for
Processing mode
You must confirm the name of the visitor. If you receive the guest's business card, you should repeat that you are Mr. X Company. "
3. Handling of causes
Use language
When present: say "please wait a moment" to the guests.
In absence:
"I'm sorry, he just went out on business. Can you please find someone else or leave a message? " wait for
Processing mode
Contact the person the guest is looking for as soon as possible.
If the person the guest is looking for is not here, ask the guest if he needs to leave a message or convey it, and make a record.
Step 4 guide the way
Use language
"Please wait in the conference room, and Mr. XX will come right away."
"This way, please" and so on.
Processing mode
Guide the way 2 or 3 steps ahead of the guest on the left, and let the guest walk in the middle of the road.
Step 5 send tea
Use language
"Please", "Please enjoy your meal" and so on.
Processing mode
Keep the tea set clean
Put it down gently
Salute and quit.
6. See the guests off
Use language
"Welcome to come again next time"
"Goodbye" or "Goodbye"
Thank you very much and so on.
Processing mode
Show respect and gratitude to the guests.
Wave or bow when saying goodbye.
7. After meeting the interviewer, you should stand up (hand in your business card for the first time) and say hello to him.
8. If you meet the interviewer's boss, you should take the initiative to stand up (hand over your business card) to say hello to him and start the conversation again.
9. The talks will be concluded as soon as possible within the scheduled time.
10. When you leave, you should say goodbye to the interviewee.
1 1. Be careful not to speak loudly during the conversation.
Office etiquette application
In the office of the company, when receiving guests and negotiating business, there are many occasions where the following etiquette is needed. If you can master it, your work will become more comfortable and smooth, and customers will feel at home.
guide
1, when leading the way in the corridor
A, should walk in front of the guests left 2, 3 steps.
B. The guide walks on the left side of the corridor and lets the guests walk in the middle of the road.
Keep pace with the guests.
D, pay attention to the guests when leading the way, and make some introductions appropriately.
2. When leading the way in the stairwell
Let the guests go straight (right) and the tour guide go left.
3. Pay attention to guide and remind guests on the way.
Use gestures when turning or where there are stairs to remind guests "This way, please" or "Watch the stairs".
Open order
1, when opening the door.
First, knock on the door, open the door, hold the door handle, stand by and open the door, say "come in" to the guests and salute.
B After entering the room, gently close the door with your right hand.
C. Ask the guests to sit down and leave quietly. At this time, you can use languages such as "Please wait".
2. When opening the door inward
A, after knocking at the door, enter the room first.
B, sideways, hold the door handle, say "come in" to the guests and salute.
C, after gently closing the door, please sit down and quietly quit.
Take the elevator
1. There is no one else in the elevator.
A. Before the guest enters the elevator, press and hold the "On" button. At this time, please enter the elevator again.
B if you arrive at the lobby, press and hold the "On" button and ask the guests to get off first.
2. When someone is in the elevator
Priority should be given to guests and bosses from top to bottom.
3. In the elevator
A, people who get on the elevator first should stand at the back, so as not to hinder others from taking the elevator.
B, don't talk loudly or laugh and make noise in the elevator.
C. When there are many people in the elevator, the last person should stand facing the elevator door.
Office regulations
Smoking, drinking tea, reading newspapers and chatting are strictly prohibited in the office.
Noteworthy office details
1. Enter someone else's office
You must knock before you go in.
When the door is open or there is no door, you should say hello first, such as "hello" and "excuse me" before entering.
Step 2 take a message
Don't whisper when sending a message, just sign the message when you want to use it.
When sending a message to a guest, don't say it directly. Tell the guest the main points of the matter and the guest will contact the person who is sent directly.
When quitting, quit in the order of boss and guest.
3. The arrival of the boss in the negotiation
You must stand up and introduce your boss to the guests.
Briefly report the meeting to the boss, and then restart the meeting.
Office order
1, preparation before going to work
Before going to work, you should fully calculate the time to ensure punctual attendance. As a social person and a hotel employee, he should appear in society and company with civilized behavior.
If you are likely to be absent or late, you should contact your superiors in advance (preferably one day in advance).
Plan the work content of the day.
2. Working hours
(1) in the office
Don't talk in private, whisper to each other.
The desk should be kept clean, and the office supplies should be kept tidy.
Throw yourself into the day's work with a full working attitude.
When leaving your seat, write down the place, time and work content on the message board so that others can arrange their work (confidential documents, bills, cash and valuables should be stored before leaving your seat).
When you leave your seat, clear the countertop and put the chair back under the table.
(2) In corridors, stairs and elevators
When walking, stretch your shoulders and don't bend or hunch over.
Don't run in an emergency, go quickly.
According to the principle of right-hand traffic, you should take the initiative to give way when you meet someone coming from the opposite side.
When guests can't find the department they want to go to, they should take the initiative to guide them.
Provide correct guidance for guests in the elevator.
3. Lunch
Lunch time is.
Don't leave work early for dinner.
In the canteen, be polite and queue orderly.
Don't waste food, pay attention to economy.
Keep your seat clean after eating.
4. In the bathroom, tea room and lounge
Wait a little longer before work and after lunch. Be careful not to influence others and be polite to each other.
Wash basin cabinets should be kept clean after use.
Don't forget to turn off the taps in the bathroom and tea room to avoid wasting. If you find that the faucet is not turned off, you should turn it off actively.
Pay attention to keep the bathroom, tea room and lounge clean and hygienic.
Step 5 get off work
Write down the work to be handled the next day before leaving work to facilitate the next day's work.
Tidy up the desk
It's easier said than done. It's easier said than done.