Looking for a training plan for new employees of a 4-star hotel! ! Thank you!!

Employees should be trained on their professional skills and service levels first, and then on their overall quality and hotel etiquette. The following is a reference:

Basic hotel service etiquette

< p>1. Reception etiquette

1. Pick-up etiquette

(1) Master the arrival time

The greeting personnel must accurately know the plane, train, etc. If the ship's arrival time changes, please notify us in time.

(2) Pay attention to etiquette when picking up from the station

For guests who have made reservations in advance and come from afar, you should take the initiative to greet them at the station, pier, or airport. Generally, you should arrive 15 minutes before the flight, train, or ship arrives, so that guests who have traveled a long distance to reach their destination will not be unhappy due to waiting.

(3) Clothing requirements

When receiving guests from different countries, the clothing color habits that they can accept should be taken into consideration. Reception staff should be familiar with the color preferences of people from different countries.

2. Reception etiquette when arriving at the store

(1) Welcome greeting

The reception staff should greet the guest with a smile, first the guest of honor, then the attendant, and then the female guest. The last male guests are welcomed and greeted in sequence.

(2)Issuing room allocation cards

Give the room allocation card to the guest in a timely manner, open the elevator door for the guest, use gestures to invite the guest to enter the elevator, and proactively deal with guests with limited mobility. Get into the elevator with help.

(3) Queue to welcome

When important guests or groups arrive, waiters should be organized to queue up at the door to welcome them. The clothing must be neat and tidy, and the spirit must be high. When guests arrive, they must applaud. If necessary, the general manager and relevant leaders must come forward to greet them. The team cannot be dismissed until all guests have entered the store or all vehicles have driven away.

2. Farewell etiquette

1. Specifications

The farewell specifications are roughly the same as the reception specifications. Only the order of the guest of honor is exactly opposite to that of the welcome. When greeting guests, the guests are in front and the guests are behind; when seeing off guests, the guests are in front and the guests are behind.

2. Notes

For hotels, the following points should be paid attention to when seeing off guests:

(1) Be ready for checkout

< p> Prepare in time for the checkout before the guest leaves the hotel, including checking the usage of drinks in the mini bar, etc. Do not rush to ask the guest to make up for the "missing account" after the guest leaves.

(2) Luggage ready

The waiter or waiter should deliver the guest’s luggage or slightly heavier items to the door.

(3) Open the door

The hotel staff should help the guests to open the door. When opening the door, hang the right hand on the top of the door, and follow the order of first the guest of honor, then the entourage, and first the female guest, then the male guest. You can get on the bus in the same order or as you please.

3. Farewell

When seeing off guests, you should say goodbye to them, wish them a happy journey, and watch the guests leave to show respect.

4. Deliver the car

If you want to accompany the car to the station, airport, pier, etc., wave when the car or ship starts, and wait until it is far away before leaving.

3. Specific matters in the welcome and farewell work

1. Preparation in advance

When greeting high-status guests, arrange VIPs at the airport, station, and dock in advance Lounge, drinks ready. Send someone to the airport to wait for guests and handle relevant procedures and collect luggage on their behalf. After arriving at the hotel, play elegant music to relieve guests from travel fatigue. In addition, you can also prepare some latest newspapers and magazines. Employees should be well-trained to leave a good and pleasant first impression on guests.

2. Assistance work

Assign a dedicated person to assist with relevant procedures and matters such as air tickets, car and boat tickets, baggage pickup or check-in procedures. For an important delegation with a large number of people and a lot of luggage, the luggage of the main guests should be taken out first. It is best to ask the other party to send someone to cooperate and send it to the residence in time for changing clothes.

3. During the reception process

The hotel reception work system and other relevant regulations must be strictly implemented, and the reputation of the hotel must be consciously maintained.

4. After staying in the hotel

Know the guest room occupancy status, prepare various reports on the guest room occupancy status, provide accurate information for the hotel's operation and management, and provide accurate information through computers and telephones , documents, reports and other methods and channels to pass the relevant information of the guests to various departments.

5. Pay attention to separate receptions

At the hotel door, do not write the word "Welcome" uniformly, but change the language at any time according to the arrival of people of different nationalities. If you install an electric rotating large-character placard that continuously rotates to show the languages ????of various countries, it will give guests a warm and welcoming feeling. Hang a small national flag of the host country in the guest's room, and place newspapers and periodicals in that country's language on the table. I believe the emotional distance between the hotel and the guest will be significantly reduced.

Reception etiquette requirements

1. When guests arrive, greet them enthusiastically and proactively. This can be said to be the first step in polite service. When greeting, use polite titles such as "Sir" and "Miss", and use greetings such as "Hello", "Good morning" and "Good evening".

2. When waiting for guests, pay full attention and maintain eye contact with the guests.

3. Treat guests equally without discrimination. Whether they are white or black, poor or rich, domestic compatriots or foreign tourists, they should be treated equally.

4. When serving guests, you should follow the principle of serving guests first, women first, men second.

5. When bidding farewell to guests, you should actively solicit their opinions on the hotel and use polite words such as "Sorry for the shortcomings", "Welcome to visit again", "Goodbye" and so on.

Reference materials: /jinleitufei/blog/item/5c0bb0fc4f349a1bd9f9fd85.html