Accompanying and guiding, what is the key point in marching?

In the reception activities mainly guided, the reception staff should pay special attention to the marching etiquette. Although it won't be "one step makes an everlasting regret", it is impolite to make one wrong step.

Make the best use of the situation and take the guests as the center.

In the process of guiding guests, sometimes they will walk in an open place, sometimes they will take the stairs and elevators, and sometimes they will enter the door or room. In different environments and occasions, the ranking of tour guides is slightly different, so we must pay attention to it. During the whole journey, we should always take the guests as the center and try our best to provide convenience and comfort for the guests.

In an open place, if the guide and the guest walk side by side, let the guest walk on the right. If the tour guide walks around with the guests, the tour guide should walk in front of the guests on the left, about one meter away from them. However, if the guest is familiar with the place where he wants to go, such as a celebrity revisiting, in this case, the tour guide should let the guest go ahead and let him choose his favorite direction. Please face the guests and lean forward slightly when you walk forward; When talking with guests, face each other. If there are two or more receptionists, you should let the guests walk in the middle. The receptionist should keep a distance of about one meter from the guests.

Xiaofeng is a waiter in a hotel. She usually walks very fast and often can't stop in time, so she plays a lot of jokes. Once, he received a guest and took him into the room. There are several stairs along the corridor. Xiaofeng is in a hurry ahead, and the guests are slowly chasing behind. Turning a corner, Xiaofeng didn't give any explanation, and her steps came to an abrupt end, and the guests were dumbfounded for a moment. After three turns in succession, the guests were dazzled by Xiaofeng. When the guest left, he wrote Xiaofeng's badge number in the hotel's suggestion book, criticized his service and said that he would not stay in this hotel again. Xiaofeng was criticized and fined by the hotel service department and was included in the list of "laid-off workers".

When guiding the guests, the speed should be consistent with the guests. When going up and down stairs or escalators, you should walk on the right side to avoid being parallel, so as not to interfere with others. When going upstairs, please ask the guests to go ahead, especially when the tour guide is a lady in a short skirt. On the other hand, if the guest is a woman in a short skirt and the tour guide is a man, you should let the guest walk behind. When going downstairs, the tour guide should walk in front of the guests. When taking the stairs, the tour guide should not stop to talk or rest with acquaintances. When turning, when the light is dim, when the stairs are narrow or steep, remind the guests in time and give appropriate help. Pay attention to courtesy when people are crowded in the process of getting up and down.

When entering and leaving the gate, the guide should enter first and then exit. If it is to guide guests to visit others, the guide should knock at the door or ring the doorbell first, even if the door is left unlocked, don't rush to open it. If you are arranging accommodation for guests, always face the guests when entering or leaving the room, and open or close the door backhand. In addition, when entering or leaving the door, the guide should take the initiative to pull the door for the guests, stand behind the door when pulling the door indoors, and stand by while pulling the door outdoors; The door handle is on the left, pull the door with your right hand, the door handle is on the right, and pull the door with your left hand, which looks more beautiful and shows good respect.

Use the correct guiding posture

When walking in front to guide the guests, use the guide steps. In the process of marching, always turn your body slightly to face the guests. When the guest walks forward, please put your right hand with four fingers together, thumb up, palm up, let your hands naturally lift from your waist, look forward under the guidance of your hands, and tell the guest "This way, please". When you start marching, you must put your hands down in time to avoid meeting guests or others.

Xiaojin was ordered to accompany a visiting Ms. Liu from other places to visit the local folk museum. There are many halls and stairs in the museum, and it is easy for new visitors to go wrong without paying attention. Xiaojin enthusiastically let Ms. Liu to the side against the wall, walked in front of the outermost, faced Ms. Liu sideways, and introduced the characteristics and changes of each hall in detail. "This is the kite exhibition hall, which has collected characteristic kites from all over the country for hundreds of years." "Please turn right, let's go and see the traditional dyed fabric." To turn around, Xiaojin stood for a moment, then made a gesture of "please" with his right palm up, smiling all over his face, which made Ms. Liu feel very cordial. When going upstairs, Xiaojin will politely reach out again at the stairs and ask Ms. Liu to go first. When going downstairs, Xiaojin walked in the middle of the stairs, still leaving Ms. Liu inside to the right. The light on the stairs is broken and can only be illuminated by the small decorative light on the wall. Xiaojin carefully took Ms. Liu's arm and said, "The light is dim here, so you should be careful." After the visit, Ms. Liu sincerely thanked Xiaojin and praised Xiaojin in front of her boss. Six months later, recommended by Ms. Liu, Xiaojin moved to a better-paid unit.

In the process of marching, when introducing the company to the guests, you can use gestures appropriately to enhance the language effect, but the gestures should not be too blunt or trivial, and you must never refer to the guests or others with your index finger. For example, when a tour guide introduces a scenic spot, he can change the gesture of "please" slightly with his palm up to achieve the purpose of courtesy and elegance.

Watch your step when you want to turn on the road. When you want to change direction, slow down, stand at the corner, turn around and face the guests with the sole of one foot as the axis. Be elegant and generous, and take your time.

When we say goodbye to our guests, we should take two or three steps back first. Take smaller steps when you step back, gently wipe the ground with your feet, and then turn around and leave with gentle and natural movements, first turn around, then turn around. Your parting gesture will definitely make the guests feel as warm as the spring breeze.