Foreign-related services should respect each other's customs

According to the forecast information released by Beijing Tourism Bureau, by 2008, the number of inbound tourists in Beijing will reach 4.4 million. It is estimated that the number of inbound tourists in Beijing will reach 800,000 during the Olympic Games. The professional qualities of tour guides, translators, hotel waiters and innkeepers who directly provide services to foreign tourists will affect the world's impression of Beijing and even China. Therefore, foreign service practitioners should pay special attention to professional etiquette and strive for perfection in every detail.

What professional etiquette should be paid attention to in foreign-related services? Recently, the reporter worked with Lv Nan, a Hong Kong China Travel Service guide, for half a day and experienced the importance of foreign-related services.

Etiquette reporter survey

Pick-up: It's polite to arrive early.

The reporter's experience begins with welcoming guests.

Early in the morning, the reporter followed the bus of the travel agency to the Capital Airport to meet him. When he arrived at the airport, the hour hand just pointed to seven o'clock. Feodor Lynen told me in the airport lobby that tour guides must have a sense of time. Today's plane will arrive at the airport at 7: 30, but we must arrive half an hour earlier. We must never keep our guests waiting for us. The reporter noticed that when he got off the bus, he specifically told the driver not to smoke in the car, because foreign tourists were very disgusted with the smell of smoke.

While waiting at the airport, the reporter found that Feodor Lynen was dressed formally today, with a white shirt, elegant blue striped tie, trousers and shiny shoes. He said that today is the first day to pick up the plane, so it is also a professional etiquette to wear more formal clothes to give foreign guests a credible and professional image. Today, we received an American delegation. American guests don't pay much attention to clothes, so they can dress casually in the subsequent tour. But if you bring a Japanese delegation, you need to dress very formally every day, because Japanese guests think that paying attention to clothes is a respect for them. Moreover, during the days of the tour, I have to change clothes every day, which is a respect for others and a respect for myself.

Welcome: count the number of people and respect the faith.

Feodor Lynen checked the spelling of the names of the guests listed on the pick-up card for the last time, adjusted her clothes, and prepared to receive the guests from the other side of the ocean with full emotions.

After the guests went through the customs, he took the initiative to meet them and guided them to a relatively empty place to start counting the number of people. I saw him not pointing at each other's backs one by one as usual when we counted them. Instead, I walked past the guests with my thumbs up and silently counted myself. Feodor Lynen told me that when counting, pointing your finger at each other is the most taboo. Some foreign guests have religious taboos, for example, Muslim guests are most afraid to point at themselves or be touched. In order to respect the religious beliefs of individual guests, all guests should not point with their fingers.

The bus from the airport to the travel agency on foot has to go through a road. To my surprise, Feodor Lynen went to the middle of the road to stop passing cars, explained the situation to the driver and asked to pass first. I asked Feodor Lynen if it was necessary. He said that foreign guests were not used to the traffic in China. They are not used to crosswalks. In their country, as long as there are pedestrians, motor vehicles will take the initiative to stop and let pedestrians pass first. In China, they also take it for granted that drivers should stop if they cross the road. In fact, drivers in China are not aware of this. If the tour guide can't coordinate this matter, there may be a traffic accident. It is very necessary for him to do so himself.

After counting the number of people, take the guests to the parking lot to help them pack their luggage. After all the guests got on the bus, Feodor Lynen took the initiative to put the vehicle loaded with luggage back in place, so as not to affect the traffic of other vehicles.

Tour: Explain softly and show self-cultivation.

As the flight arrived in Beijing earlier, Feodor Lynen first showed the guests around Beijing. At 9: 30 am, the vehicle arrived at the Summer Palace.

During my visit to the Summer Palace, I met several old Beijingers practicing calligraphy on the ground with sponge brushes. The foreign guests were very interested and asked to have a try. Feodor Lynen helped the guests to express his gratitude. The old man introduced the charm and benefits of China's calligraphy to the foreign guests through the tour guide, and the guests scrambled to take photos with the old man after asking for permission. During the tour, I happened to see a tour guide of a domestic group holding a megaphone to introduce the origin of the scenic spots to the guests loudly. The quality of the loudspeaker is not very good, and the guide's voice sounds a bit like noise. Feodor Lynen told me that we can't explain with loudspeakers, and we should pay special attention to the volume when introducing scenic spots, because foreign tourists will think it is impolite to speak loudly.

At noon, with the end of the visit to the Summer Palace, the reporter also left the tour group. As a tour guide, Feodor Lynen will accompany these American tourists for seven days.

Etiquette code of foreign-related hotels

1. Hotel service personnel should be well-groomed, wear work number plates, answer guests' questions in standard Mandarin and foreign languages, and use honorifics such as "hello", "thank you", "please" and "sorry".

Two, the telephone switchboard service should be accurate, rapid, moderate volume, friendly, timely and correct to provide wake-up and message service.

Third, the assistant manager of the lobby should stick to his post and try his best to meet the reasonable requirements put forward by the guests; We should seriously assist in solving the complaints of guests.

Fourth, service personnel should treat guests equally, regardless of country, color, occupation and gender. We must strictly abide by the discipline of foreign affairs, consciously safeguard the dignity of the legal system, and must not do anything that harms the dignity and personality of the country.

Etiquette code of family hotel

1. Employees of family hotels must be at least 18 years old, in good health, and be able to communicate in daily English.

Second, family hotels must have independent restaurants, kitchens and bathrooms, and be equipped with TV sets and telephone communication tools.

3. Rooms and bathrooms are equipped with necessary sanitary articles: soap, toilet paper, dirt bucket, etc. Ensure that guests take a bath during their stay.

Fourth, when providing catering services to guests, it is necessary to ensure that the materials, tools and operating environment meet the health and epidemic prevention standards, and the tableware provided for guests must be disinfected after use and cannot be mixed with residents.

Fifth, the private life of the innkeeper should not interfere with the guests.

Etiquette expert

Inheriting national culture in service

Li Ning, Dean of Beijing Etiquette College

Foreign-related work has always been regarded as a window of a country's political, economic and cultural exchanges, and it is a concentrated expression of the civilized fashion of a sovereign country. Because of the particularity of this post, the excellent quality of foreign-related staff will never be enlarged, but will only be infinitely reduced. If they do well, people often think that they should do so. If they are slightly negligent in their work, they will be considered to have affected the external image of the whole country. For example, a cold expression of a hotel receptionist may make foreign guests think that China people are cold. Therefore, foreign-related staff should raise their work to the height of patriotism.

As a typical foreign-related window industry, the hotel industry should follow the following code of conduct: first, it should abide by the law. By obeying the law, I mean following the laws of my own country. Specifically, the hotel industry should abide by the industry code of conduct. The hotel industry attaches great importance to service, and service awareness is essential. At the same time, we should abide by foreign "rites" and respect the cultures, folk customs and religious beliefs of different countries; Secondly, we should love guests and be dedicated, regard guests as our family and friends, regard work as a kind of happiness, and regard serving others as the embodiment of our own value. Only in this way can we fundamentally be dedicated; We should also forgive and be humble. When guests do something wrong, we should try our best to give them understanding. We should always remember that we represent not only individuals, but the external image of the whole country, and we should have a sense of responsibility. This sense of responsibility is embodied in our work, that is, we should be modest and respectful towards our guests. The reception at the front desk of the hotel can be described as a window in the window. If a painting is used as an analogy, the foreground is the highlight of the whole painting. The reception desk undertakes the reception and seeing off, which seems very simple and is indeed a necessary service procedure for all foreign guests. Therefore, as a receptionist, we should pay more attention to the study of foreign etiquette, so that foreign guests can enjoy the quality service at home as soon as they enter the hotel, and make a good start for the whole trip of foreign guests.

Tour guide is also a job of frequent contact with foreign guests, and each tour guide is like a medium for different cultural exchanges. We should pass on China's excellent national cultural traditions to foreign guests through our excellent services, and we must never take guests into black shops or ask them for tips in argot for our own selfish interests. Tour guides should avoid talking about unpleasant things such as illness and death in front of guests, and don't mention some absurd and sensational topics. In conversation with foreign guests, you must not criticize elders and people with high status, discuss the internal affairs of the country concerned, ridicule and satirize the other party or others, and discuss religious issues casually. When you speak, you can make some gestures properly, but don't move too much, let alone dance and point your fingers at people.

Pay special attention to etiquette

Accepting tips appropriately shows respect.

In some western countries, customers have the habit of tipping service personnel to express their gratitude for their services. In some industries in some countries, tipping is even regarded as a part of service personnel and an important income.

Although many eastern countries, including China, have never had the habit of tipping or receiving tips, with the development of world tourism, many western tourists have also brought the practice of tipping to the eastern countries.

Foreign waiters in China have always made it clear that they don't accept tips, but what attitude should we take when guests sincerely thank the service staff with tips?

Li Ning, a etiquette expert, believes that as a waiter, it is not recommended to ask guests for tips, but when guests take the initiative to tip, the service staff should treat them appropriately. You can't turn your face into a flower at the sight of a tip; You can't look on coldly because the tip amount doesn't meet your expectations. The correct way is to accept politely, thank you with a rational and sincere smile, and finally warmly welcome the other party to China next time.

In an interview with reporters, a tour guide thought that although he should not take the initiative to ask guests for tips. When tourists take the initiative to tip, it is a respect for each other to accept it gladly. At this time, if you refuse, tourists will feel that the tip is less and people will feel uncomfortable.

In addition, the etiquette that should be paid attention to when accepting tips is that you can't count the tips in front of the guests. Hotel room cleaning staff should put the change in a conspicuous position, such as a pillow, after the guests leave. If the money is in a drawer or under a pillow, it is probably left by a guest. Don't put it away without authorization, but report it to the hotel.