(1) Courtesy of escort service in the lobby
When you see the guests coming, you should smile, take the initiative to express a warm welcome and say hello: "Hello! Welcome! " And made a 15 degree bow ceremony.
(2) Permanent guests should be called by their surnames to show their courtesy and concern.
(3) When the guests arrive in groups, let every guest see a warm smile and hear a kind greeting as much as possible.
(4) When the guests arrive by bus, they should immediately take the initiative to meet them, guide the vehicles to stop properly, then open the door with one hand and block the upper edge of the door frame with the other hand to avoid the guests meeting. If you are a guest who believes in Buddhism or Islam, you can't protect him because of religious rules and customs.
⑤ In rainy days, welcome guests with an umbrella to prevent them from getting wet. If guests bring umbrellas, they should provide storage service for them and put them on special umbrella stands.
⑥ Greet the elderly, children and disabled guests first, and give them necessary help after obtaining the consent to show their concern and care. If guests don't want special attention, they don't have to.
⑦ After getting off the bus, guests should pay attention to whether there are any left-over items on the car seat. If you find it, you should remind the guests in time or help them take it out.
⑧ When a taxi driver "cheats", he should protect the interests of the guests and respond tactfully.
Pet-name ruby guests leave the store, guide the car to the location where the guests can easily get on the bus, and pull the door on the bus for the guests. After seeing the guests seated, gently close the car door and say goodbye with a smile: "Thank you for coming. Welcome to come again next time. Goodbye! " And waved away.
Attending actively, enthusiastically and conscientiously do a good job of daily duty. Try to actively guide or call a taxi in front of the guests. Receive visitors politely according to the regulations, be enthusiastic and helpful, be serious and responsible, and never neglect them.
(2) Baggage service etiquette
(1) When the guests arrive, they should be warmly greeted, smiling and helping with their luggage. When guests insist on carrying things in person, they should respect their wishes and don't take them away by force. When the cart is loaded with luggage, it should be handled with care to avoid littering, stacking or heavy pressure.
(2) When accompanying the guests to the reception desk to check in, they should stand one meter behind the guests and wait for them, so as to accept the guests' orders at any time.
(3) When leading the guests, walk two or three steps ahead of the guests on the left and follow the footsteps of the guests. When you meet the corner, smile for the guests.
(4) When taking the elevator, the bellboy should actively press the elevator button for the guests and block the elevator door frame with his hand. Please ask the guests to enter the elevator first. In the elevator, porters and luggage should be put aside so as not to hinder the passage of guests. When arriving at the floor, guests should politely step out of the elevator first. If there is a big baggage blocking the way out, take it out first, then block the elevator door with your hand, and then ask the guests to get out of the elevator.
⑤ When leading guests into the room, ring the doorbell or knock at the door, pause for three seconds before opening the door. Turn on the street light when opening the door, and invite the guests into the house after scanning the room without any problems.
⑥ When entering the guest room, put the luggage items on the luggage rack lightly according to the regulations or put the luggage away according to the instructions of the guests. The front of the box should be facing upwards, and the handle should be facing outwards to facilitate the guests to take it. After checking the luggage with the guests, you can briefly introduce the facilities and usage in the room. Ask the guest if there are any other requirements. If they don't ask, they should say goodbye politely and leave the room in time.
⑦ Smile politely before leaving the room, take a look at the guests after leaving, take a step back, then turn around and leave the room, and gently close the door.
When the guest leaves the hotel, the bellboy must ring the doorbell or knock on the door before entering the room, and can only enter the room after obtaining the guest's permission.
Pet-name ruby guests leave the store, should ask the guest the number of luggage items and carefully count, timely and safely transported to the car.
Attending after the luggage is put away, you should say goodbye to the guests warmly with the lobby attendant, "Welcome to visit again" and "Have a nice trip", close the car door and wave to see the car leave.
(3) Etiquette of reception service at reception desk
1. Reception service etiquette
(1) Watch the guests when they are 3 meters away from the front desk. When guests come on stage, they should greet them warmly with a smile, then ask their needs and offer them help. If guests need accommodation, they should politely ask if they have a reservation.
(2) When there are many guests during peak hours, they should be handled in order, paying attention to "one by one, two by one, three by one", that is, one by one in hand and one by one in mouth, and sending information to a third person through eyes and expressions, so that customers feel respected and not left out.
(3) Pay attention to politeness when checking and checking the guest's certificates and registration forms, and put the word "please" first. Thank you for keeping it. Please return the certificate immediately after confirmation. Thank you. When you know the guest's last name, you should address it as soon as possible to make the guest feel warm, cordial and respectful.
(4) When delivering documents and certificates to the guests, you should lean forward and hand them to the guests; When signing the bill, guests should open the pen cover, point the pen at themselves, hand the bill in their right hand and send the pen in their left hand.
⑤ Please fill in the accommodation registration form and arrange the rooms according to the requirements of the guests as far as possible. When handing over the room key to the guest, you should introduce the room politely and wish the guest a pleasant stay.
If the room is full, please explain patiently and ask the guests to wait a moment to see if there is still a chance. In addition, you can also recommend other hotels for your guests, take the initiative to call and help them warmly. Welcome to visit next time.
⑦ After the important guests enter the room, they should call the guests in time to ask, "Are you satisfied with this room?" "Anything else you need, please don't hesitate to ask, we are at your service at any time" to show respect for the guests.
⑧ When the guests are interested in seeing the hotel front desk statement, they should smile and welcome with sincerity. When the guest speaks, he should listen attentively, never argue or refute with the guest, and handle it properly with sincere apologies.
Pet-name ruby do a good job of filing guest information in time, so as to provide targeted services at the next reception.
2. Reservation service etiquette
(1) When making a reservation at the counter, guests should be warmly received, ask for requirements and details actively, and give a timely reply. If there is a room requested by the guests, they should take the initiative to introduce the facilities and prices of the room and help the guests fill in the reservation form; If there is no room requested by the guest, apologize and recommend other rooms; If you can't accept the reservation because it is full, you should apologize and enthusiastically introduce other hotels to the guests.
(2) When making a telephone reservation, the guest should answer it politely in time, take the initiative to ask the guest's needs, and help implement the reservation. The contents of the reservation must be carefully recorded and repeated to the guests to avoid mistakes. If you can't accept the reservation for various reasons, you should apologize and enthusiastically introduce other hotels to the guests.
(3) when accepting a reservation, the quotation should be accurate, the records should be clear, the procedures should be perfect, the processing should be fast and the information should be accurate.
(4) After accepting the reservation, you should abide by the reservation promise and make check and reception arrangements before the guests come to the store to avoid mistakes.
3. Information service etiquette
(1) When guests come to inquire, they should smile, look at the guests and take the initiative to meet and say hello.
(2) Listen carefully to what the guests ask, answer questions patiently, and never tire of asking, never tire of answering, use appropriate words and be concise.
③ You can't shirk, ignore or ignore guests or simply answer "no" or "I don't know" in the service. When you encounter unclear questions, please ask the guests to wait a moment, consult the relevant departments or personnel before answering, and avoid using vague language such as "maybe", "probably" and "maybe" to deal with the guests.
④ Apologize for sensitive political questions or questions that are beyond the scope of business and inconvenient to answer.
⑤ When there are many guests, you should be busy and orderly, ask questions first and then answer them, so that different guests can get proper reception and satisfactory answers.
6. When accepting a guest's message, record the content of the message or ask the guest to fill in the message, be serious and responsible, and forward it to the recipient on time as required.
⑦ When answering the phone, when you see the guest coming, you should nod, ask the guest to wait a moment, and end the call as soon as possible, so as not to keep the guest waiting. Apologize to the guest after putting down the receiver.
⑧ Use more civilized terms such as "you", "please", "thank you", "sorry" and "goodbye" in service.
4. Provided by check-out service
(1) When guests come to the front desk to pay the bill, they should greet them with a smile. Provide efficient, fast and accurate service for guests. Don't be careless, resulting in an embarrassing situation of waiting for guests.
(2) Confirm the guest's name and room number, check the check-in date and collect items on the spot to avoid the suspicion that the guest is overcharged by the hotel.
(3) When delivering the bill to the guests, the bill text should be oriented to the guests; When signing the bill, guests should open the pen cover, point the pen at themselves, hand the bill in their right hand and send the pen in their left hand.
(4) When the guest puts forward the requirements that the hotel can't meet, don't directly refuse, but gently explain.
⑤ If there are many guests checking out, politely signal the guests to wait in line and proceed in turn. In order to avoid the confusion of the cashier's office caused by the guests' haste, the settlement errors and adverse effects will be caused.
6. After checking out, thank the guests politely and welcome them to come again.
5. Other service etiquette
(1) If there is a guest's mail, especially express mail, you should find a way to deliver it to the guest immediately without undue delay. If it is confirmed that the guest is going out, the mail should be properly placed and delivered in time when the guest comes back. Send and receive mail quickly and accurately.
② When undertaking the business of purchasing all kinds of air tickets, boat tickets and boat tickets for guests, try to do it according to the needs of guests.
(3) When handling matters for guests, ask the name, quantity, specification, size, color, shape and time requirements of the matters to be handled, and make an advance payment to the guests.
(4) Telephone switchboard service etiquette
(1) Stick to your post, pay attention, insist on using polite expressions in the reception service, and avoid using sentences such as "Hello", "I don't know", "I'm busy now" and "What".
Answer the phone quickly and don't let the phone ring more than three times; Say "hello" to each other, announce the name and location of the store, and offer warm help. If the business is busy, apologize to the customer after the bell rings three times: "I'm sorry to have kept you waiting!" " "
③ During telephone communication, the distance between lips and microphone should be kept at about 1 inch. If you get too close, the sound effect will be bad. Answer the phone with your left hand so that your right hand can take necessary notes.
Smile, make the language warm, sweet and friendly, not too high in tone, not too fast in speech, and concise and appropriate in words.
⑤ Be familiar with common numbers and transfer calls quickly and accurately according to the requirements of guests. If no one answers the transfer call, don't send the guest away with "not in", ask if you need to leave a message.
⑥ Keep a note paper and pen by the phone at any time. When the guest leaves a message, listen carefully and record it, repeat the message for confirmation, follow up and fulfill the promise to the guest, and be enthusiastic, patient and careful.
⑦ When transferring calls and looking for information for guests, don't let the other party wait for the call for more than 15 seconds. If you keep the other person waiting for the call, you should apologize to him: "I'm sorry, please wait a moment." If you can't find it at the moment, you should say to the other party in time, "I'm looking for it, please wait a little longer."
Pay attention to professional ethics, respect others' privacy, and don't eavesdrop on others' phone calls.
Pet-name ruby after the call, should warmly thank farewell, after waiting for the other party to hang up the phone, can press the power off button.
(5) Service etiquette of the assistant manager in the lobby
(1) When receiving guests, you should be enthusiastic and attentive, listen carefully with a modest and compassionate attitude, and let the guests finish.
(1) For the problems reflected in the guest's complaints, ask in detail and record them face to face to show solemnity.
③ Be able to put yourself in the guest's shoes and handle the guest's problems and complaints with a positive and responsible attitude. On the premise of not violating the rules and regulations, try to meet the requirements of the guests as much as possible.
(4) When the guest loses his temper, he should keep calm. After the guest is calm, he should explain and apologize politely. He should be tolerant and patient and never argue with guests.
⑤ Try to maintain the self-esteem of the guests and the image and reputation of the hotel. On the issue of principle, we should not give up our position, but deal with these issues tactfully and flexibly.
⑥ Explain clearly and reasonably any comments and complaints of the guests, and try to solve them before the guests leave the store, and thank them.