What are the basic etiquette and courtesy of hotel employees?

As a special service industry, if hotels want to remain invincible in the era of fierce competition and low profits, they must improve service quality. So do you know what the basic etiquette and courtesy of hotel employees are? The following is prepared for everyone, I hope it can help everyone!

Politeness

Politeness is human Behaviors that show respect and friendliness to each other during contact and interaction. It reflects the fashion of the times and people's moral quality, as well as people's cultural level and degree of civilization.

1. Welcome every guest with a smile and use the guest’s name whenever possible.

2. When meeting guests or hotel senior management, you should take the initiative to greet and say hello, with a loud voice and a respectful and friendly attitude.

3. When talking to guests or senior hotel managers, you should maintain eye contact, smile and be polite.

4. When you need to interrupt the conversation or work of guests or senior hotel managers, do not interrupt hastily. You should say "I'm sorry" first.

5. Knock on the door before entering, and only enter with permission. Do not rummage through things after entering.

6. When going up or down stairs, elevators or meeting guests or hotel senior managers on the road, you should actively give way to guests or hotel senior managers.

7. When working or talking, if you see a guest or senior hotel management approaching, you should stop immediately, take the initiative to say hello, and provide help. If the guest and hotel senior management arrive at the same time, you should Put your guests first, but still say hello and hello.

8. Do not be late when entering formal and solemn places such as conference venues. You should take the initiative to give up your seat, keep quiet, do not push or talk loudly in the crowd, and try not to modify your personal appearance in public places.

9. Use both hands when delivering or receiving items, and thank the other party.

10. Use the language used when guests or senior hotel managers talk. In other cases, use standard Mandarin. When leaving, say goodbye to the guest warmly with a smile and welcome him to come again.

11. When answering the phone, hotel employees should spread the warmth of the hotel through "telephone language" and leave a good impression on guests.

Service etiquette

Appearance, instrumentation, demeanor

1. Appearance and appearance conform to hotel industry standards, and should be kept neat and elegant at all times.

2. Stand tall and straight, sit upright, walk steadily and gracefully, and maintain a generous and decent manner.

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 conversation, but more importantly, it depends on his expression. Smile is the most expressive expression among expressions that can make people feel good, increase friendliness and communication, and make people feel happy. A person who smiles at you will surely reflect his enthusiasm, cultivation and charm, thereby gaining people's trust and respect. So, do you smile in your daily life and work?

Behavior

1. Neither humble nor arrogant, generous, in line with etiquette, polite and gentle does not mean To do so means to feel inferior, to be rude, to be submissive, to be groveling, and to be unduly attentive and tedious.

2. Act according to service regulations. Front-line employees must be familiar with the service procedures at their jobs and must not violate operating procedures.

3. Treat guests as one: Although every guest has different economic and social status, when they come to us to consume, we should treat them equally and treat them equally, and we should not favor one against another.