From etiquette to conversation, teach you how to do front office work well
01
Physical Specifications
1. What should a male employee do when he is standing?
A: Look straight ahead with both eyes, head and shoulders level, chin slightly tucked, and abdomen straightened; hands naturally crossed behind the back; feet apart, shoulder-width or slightly wider than shoulders.
2. What should a female employee do when standing?
A: Look straight ahead with both eyes, head and shoulders level, jaw slightly tucked, and abdomen straightened; hands crossed in front of or behind the abdomen, right hand resting on left hand, tiger’s mouth close together, fingertips slightly curved; feet close together or in a T-shaped stance.
3. What should I do when I stand and talk to the guests?
Answer: The eyes stay in the triangle of the nose and eyes of the guests; the distance from the guests is between 60 and 100 cm; too close to the guests, one infringes the privacy of the guests, and the other makes the guests feel pressure; too far away from the guests, One needs to speak loudly, and the other appears alienated.
4. What should I do when I give directions to the guests?
Answer: The thumb is bent, close to the index finger, the other four fingers are straight together, and the fingertips are pointing in the direction. The male employee makes a powerful shot, and the female employee makes an elegant shot. Do not use one finger to give directions to guests.
5. What should I do when I walk?
Answer: Greet guests, bosses and colleagues at any time. Don’t look around, shake your shoulders or look down at the ground; male employees walk on both sides of the front line, and female employees walk on a straight line in front; use your toes to touch the ground slightly, with the center of gravity on your toes. On the joint between the forefinger and the index finger, it makes people feel full of flavor and elasticity.
6. What should I do when I meet a guest and make way for it?
Answer: Walk on the right, take a half step forward with your right foot, and turn your body to the left; bow or nod 30 degrees to greet the guests.
7. What should I do when a guest comes from behind to make way for him?
Answer: Stop, turn your body to the left to the guest, take a half step back to the side, and nod your head to greet the guest.
8. What should I do when I send a guest away?
A: Walk in front or back of the guest, about 60 to 100 cm away, reach forward to guide the direction of the guest’s door, smile and say goodbye politely to the guest.
02
Rules of etiquette
9. What should I do when addressing guests?
Answer: Men are generally called Mr., unmarried women are called Miss, and married women are called Mrs. For Western women who cannot confirm whether they are married, no matter how old they are, they can only be called Miss. “Mr./Ms.”; the third person can’t be called “he/she”, but “that gentleman/that lady”; only a few celebrities can be called “Mrs.”; if you know the guest’s name, try to address the guest as much as possible Surname, such as “Mr. Liu/Mrs. Lin”.
10. What should I do when I introduce the guests?
A: Introduce young people to old people; introduce low-ranking people to high-ranking people; introduce men to women; introduce unmarried people to married people; introduce individuals to groups.
11. What should I do when I am introduced?
Answer: If you are sitting, you should stand up immediately; the two parties who are introduced will nod to each other; the two parties will shake hands and exchange a few words at the same time.
12. What should I do when shaking hands with guests?
Answer: The time should be short, usually 3 to 5 seconds, and simply say some welcome words or polite words; you must smile, look at each other and greet each other; hand strength is moderate, not too light or too heavy; between superiors and subordinates, The superior stretches out his hand first; between the old and the young, the old man stretches his hand first; between the gentleman and the young lady, the young lady stretches out his hand first; in winter, you must take off your gloves before shaking hands with guests. Two people shaking hands at the same time.
13. What should I do when bowing to the guests?
Answer: Stand at attention and stand firmly, with your upper body leaning forward 30 degrees, and your hands hanging on your knees; after the recipient returns the salute, return to the upright posture.
14. What should I do when I raise a hand with a guest?
A: Raise your hands to be level with your shoulders, gently swing your palms outwards, and greet the guests with a polite smile.
15. What should I do when I help a guest?
Answer: When going down the steps or passing the smooth ground, the elderly and ladies should assist the elderly; the assisting arm is generally just lightly supporting the elbow, and the body is slightly sideways to the guests.
16. What should I do when I deliver the bill to the guest?
A: Lean forward with the upper body and place the bill text facing the guest; if the guest signs the bill, they should open the pen cover, point the tip of the pen to themselves, hand the bill with the right hand, and send the pen with the left hand.
17. What should I do when I accept or deliver a business card?
A: Accept or present the business card with both hands, and read out the title and name of the other party on the business card; keep the other party’s business card properly and do not throw it away at will; if no business card is returned, apologize to the other party.
18. What should I do when I take the elevator with the guests?
Answer: When the elevator door is opened, press the elevator sensor or the elevator door switch with your hand to prevent the elevator door from closing; the other hand signals to the guests to enter the elevator first; Go to the floor; if there is a guest leaving the elevator first, you should say “sorry” or “goodbye” to the guest; when leaving the elevator, you should pay attention to letting the guest go first, and press the elevator door switch to prevent the elevator door from closing.
19. What should I do when I send flowers to guests?
Answer: Don’t send all white flowers to the guests; when congratulating or condoling, you can send dianthus, rhododendron or yellow chrysanthemum; in general, carnation or gladiolus can be used.
20. What should I do when I take a car with a guest?
Answer: The right side of the rear seat is the first seat, the left side is the second, the middle seat is the third seat, and the seat next to the driver is the smallest; when getting off the bus, get off from the front seat first, and then open the door for the guest.
21. What should I do when I answer the phone?
Answer: You should act quickly, and do not let the phone ring more than three times; greet the other party “Hello” and indicate your identity (department or position).
22. What should I do if the person the other party is looking for is not there?
Answer: Tell the guest euphemistically: “He’s not here now, can I help you?” Or tell the guest where and the phone number of the person they are looking for, and take the initiative to forward it to the guest; @chinahotel management leave the guest’s number, Reply in time when the person you are looking for comes back; leave a message for the guest.
23. What should I do when the call is terminated?
Answer: Use the closing sentence: “Besides these, is there anything else I can help you with?” Wait for the other party to hang up first and then put down the handset; handle it gently, don’t hang up suddenly with a “bang”.
24. What should I do when I hang up the phone?
Answer: Organize the content of the speech, put the relevant information next to the phone; greet the other party: “Hello”, indicate your identity (department or position), and turn to the main topic.
25. What should I do when communicating by phone?
Answer: The distance between the microphone and the lips is 2.5 to 5 cm. If they are too close, the sound effect will not be good; keep a natural tone and do not shout; keep some note paper and pens by the phone.
03
Grooming and Instrumentation
26. What should I do when I wear a uniform?
Answer: The uniform should be straight and free of wrinkles; sleeves or trousers should not be rolled up, shirt buttons should be fastened, and the hem should be tucked into the trousers; underwear and tights should not be exposed outside the uniform; single-breasted suits should only be worn on formal occasions. Button up a button on the top, the uniform should be all neatly worn, one of which is indispensable, and the uniform should not be worn out of the restaurant unless it is necessary for work.
27. What should I pay attention to when wearing a badge?
Answer: The badge should be worn on the top of the left chest; the wear should be kept straight and level, and should not be skewed.
28. What should I pay attention to when wearing shoes and socks?
A: Shoes should be brushed frequently and kept clean; shoelaces should be fastened and not dragged on the feet; male employees wear dark socks, and female employees wear flesh-colored socks; socks should be changed every day.
29. What should be paid attention to in the personal hygiene of male employees before taking up their jobs?
Answer: Shave the beard every day; clean hands without stains and handwriting; often cut nails, nails are trimmed into an oval shape; do not eat food with peculiar smell, and keep your mouth fresh.
30. What should female employees pay attention to before taking up their jobs?
Answer: Do not keep long nails, do not apply nail polish, clean your hands, no stains, handwriting; do not eat food with peculiar smell, keep your mouth fresh.
31. What should I do to maintain a good expression?
A: Always smile, be full of energy, not get drunk or tired to work; do not exaggerate when speaking, not overly cheerful; keep proper eyes when talking with guests.
04
Guest Relations
32. What should I do when I suddenly sneeze or cough while talking with the guests?
A: Cover your mouth and nose with your hands in time, turn your back to the guest, and then apologize to the guest.
33. What should I do when the questions raised by the guests are unclear and difficult to answer?
Answer: In addition to good service attitude, skilled service skills and rich business knowledge, the waiters also need to be familiar with the general situation and social situation of the company. In this way, we can try our best to avoid the phenomenon that it is difficult for us to answer when the guests ask questions; if we encounter questions that we are not sure to answer, we should ask the guests to wait for a while, and then answer them after asking for advice or inquiries. If you still can’t answer after trying your best, you should give an answer to the guest, and explain patiently and apologize; the questions raised by the guest should not use words such as “I don’t know”, “I don’t understand”, “I think”, “maybe” and so on. to answer the guest.
34. What should we do when the guest asks us to represent matters?
A: When handling matters for guests, you should ask the name, quantity, size, color, shape and time requirements of the matters to be handled, and pre-pay the guests and notify the concierge department to handle them; Two clear and three timely, that is: accurate matters to be handled, clear accounts, clear procedures, timely assignments, timely returns, and timely reports for instructions.
35. What should I do when I am on the phone and a guest comes in front of me?
A: When seeing the guest coming, the waiter should nod, greet the guest, and ask the guest to wait a moment; end the call as soon as possible to avoid making the guest wait for a long time, put down the receiver, first apologize to the guest, and immediately provide service to the guest.
36. What should I do if I accidentally damage the guest’s belongings while doing hygiene?
Answer: We should be careful when cleaning the guest room. In particular, things placed on the table by the guests should not be moved. When it is necessary to move, they should be handled with care. After cleaning, they should be put back in their original places. Be careful to damage the guest’s belongings, report to the superiors truthfully, and take the initiative to apologize to the guests (if the items are valuable, they should be accompanied by a supervisor or manager), admit their faults; seek the opinions of the guests, and handle them as appropriate when the guests ask for compensation.
37. What should you do when a guest loses his temper and scolds you?
Answer: It is your own responsibility for the waiter to receive guests. Even if he is scolded by the guest, he will also do the same job of reception; when the guest loses his temper, he should remain calm, and after the guest is calm, he will make a gentle explanation and apology. Quarrel or abuse with the guests; if the guests’ anger has not subsided, they should report to the leader in time.
38. What should I do if I encounter difficult guests?
Answer: Due to the different temperament, cultivation, class, age, gender, etc. of the guests, the guests will encounter unsatisfactory things from time to time, feel unhappy, and sometimes they will be picky about our service work; waiters should be in the daily service work. Try to figure out the psychology of the guests, grasp the personality and life characteristics of the guests, serve the guests warmly, politely, proactively, and thoughtfully, and strive to do the service work before the guests speak; Reasons for making things difficult for guests, do a good job in service work in a targeted manner, pay attention to maintaining a calm attitude, treat each other with courtesy, be strict with yourself, express apology, if the problem is not solved, you should report it to your superiors and keep a record of the situation.
39. What should we do when the customer complains to us?
Answer: When a guest complains, he must first listen patiently, and let the guest finish speaking; write down the guest’s complaint, and don’t rush to defend and refute; whether the guest complains orally or in writing, he must understand the situation in detail and make specific analyze. If it is a problem with the equipment, measures should be taken to repair it immediately; if the guest has not left the store, a reply should be given to the guest to let the guest know that we have taken care of it. If it is our fault, we can ask the manager to apologize to the guests if necessary according to the situation; we should also pay attention to the side complaints of the guests, and report to the leaders if necessary, so as to improve the service work; keep a record of the complaints and handling process , to prevent similar complaints from happening.
05
Assistant Lobby Manager for Guest Services
40. What should I do when the room attendant reports that the carpet in the room has hot holes?
Answer: Go upstairs to check the site of the hot hole, and tell the waiter not to clean the site first, and notify the assistant lobby manager after the guest adds a room; after the guest adds a room, he will contact the guest, explain the situation, and inform the hotel’s claim policy; if the guest refuses , you can remind the guests whether the visitor is doing it; finally remind the guests to pay attention, this is for the safety of themselves and the hotel.
41. A frequent guest complained: Why was there a compliment item in the room when I checked in before, but not this time? What should I do?
Answer: Check the guest’s room price discount. If you should enjoy the compliment product, you must apologize to the guest and immediately notify the room service center to send it back; according to the discount, the guest does not enjoy the compliment product, you should explain to the guest; if the guest holds a VIP card, it can be discretionary Complimentary gift.
42. The floor attendant reported: A guest took the bath towel away and went to the lobby to check out, what should I do?
Answer: Invite the guests to a secluded place, and tell the guests euphemistically not to forcibly open the package for inspection; if the guests do not admit it, they should go down the steps to the guests and transfer the responsibility, such as “whether your relatives and friends are taken away.” Ask the guests to pay for it If the guest still refuses, use a decent solution prompt, such as “If you don’t prevent you from entering the room and look for it, maybe the bath towel is under the blanket on the bed.” Be careful not to follow up with the room; if the guest puts the bath towel back in the room, help him to free himself from the shame with a warm thank you; welcome the guest to the hotel again.
43. The hotel stipulates that 11:00 pm is the time for visitors to leave the hotel, but when calling to ask visitors to leave, the guests are often dissatisfied. What should I do?
Answer: Know the floor registration record and confirm the room where the visitor did not leave; know the identity of the resident in the room where the visitor is, use the phone to contact the room, and pay attention to language skills when talking on the phone; There may be some reasons for room monitoring. After entering the room for inspection, please ask the visitor to leave the store again; if the guest refuses to open the door, they can repeatedly call to leave the store until they are forced to leave the store in the form of a ward round; notify the security guard to pay attention to the visitors leaving the store and notify them in time ; Make a record of the visitors leaving the store and keep it for the record.
44. What should I do when the public security department and the national security department come to the store to check the room?
A: When the public security or national security departments come to the store for room inspections, the security guards will receive them first. If the security guard wants to know the reason for the ward round, please ask the ward rounder to show his unit certificate and work permit. If inspecting foreign personnel, the inspection personnel must present their foreign police officer certificate at the same time; and the security supervisor will lead the inspection personnel upstairs, and the inspection personnel should not be too many; After the room, explain the reasons for the room rounds to the guests and introduce the room rounders; after the room rounds, apologize to the guests and leave the room; if there is an emergency, report to the hotel duty manager or general manager; When leaving, you must ask the reason, leave the name and phone number of the ward rounder, and ask the guest to check out before leaving the store; record the ward round for the record.
45. What should I do if a guest is sick in the store and asks a doctor to see a doctor?
Answer: According to the guest’s condition, contact the hotel doctor for a doctor’s visit, or suggest the guest to go out for medical treatment, and explain that the car and medical expenses are borne by the guest; if the guest agrees to go out to see a doctor and contact the vehicle, it is recommended that the guest’s relatives and friends accompany the guest. If the guest has no accompanying person , after obtaining the consent of the guests, send a porter to accompany you. If the guest’s identity is high, the assistant manager of the lobby should accompany the guests in person; after the guests who go out for treatment return to the store, the assistant manager of the lobby must enter the room to visit, and on behalf of the guests, ask for any special service requirements; if the guest is hospitalized, the assistant manager of the lobby must After being authorized by the guests, the room attendants and security guards will be present to witness, and the bellman will pack up the luggage and store it in the luggage room. The assistant manager in the lobby informs the cashier to go through the checkout procedures.
46. What should I do if the visitor is unwilling to go through the registration procedures?
Answer: explain patiently and politely, and do not take tough measures; pay attention to speaking skills, use language arts, dispel the concerns of the visitor, seek the cooperation of the other party, and go through the registration procedures for the visit; if the visitor insists on not registering, it should be based on the visitor The identity of the respondent, the purpose and time of the visit shall be handled as appropriate.
47. What should I do if there are repeated house sales?
Answer: After receiving the report, you should rush to the floor and apologize to the guests; notify the front desk to rearrange the room, try to arrange the room on this floor, not too far from the original room, the style, size, and direction of the room should be the same as the original one. After the room is arranged, ask the bellman to send the room access card key and the rewritten welcome card to the floor and take the guest to the new room; sincerely apologize to the guest, and give flowers and fruits as appropriate; find duplicates The reason for the sale, document it.
48. What should I do if I encounter a sudden power outage in the hotel?
Answer: Assist the engineering department and security personnel to rescue the guests trapped in the elevator; find out the reason for the power outage from the engineering department, and explain to the guests; check the on-the-job situation of the employees in the lobby and solve various emergencies; restore After power is supplied, patrol the floor with the security guards.
49. What should I do if the guest is dissatisfied with the hotel service and asks for a discount on the price?
Answer: Apologize to the guests, understand the reasons for the dissatisfaction of the guests, and notify the relevant departments to solve them; if it is a potential repeat customer or a guest who will bring benefits to the hotel, discounts can be given according to the authority. In order to ensure the accuracy of the statistics of the financial statements, the deduction is generally calculated from the same day; the guest comments are reported to the general manager and relevant departments.
50. What should I do when the luggage department sends guests into the room, but the room has not been sorted or has luggage?
A: Immediately close the door; apologize to the guests and ask the guests to wait a moment; immediately go to the front desk to change rooms for the guests; lead the guests to the new room, and apologize to the guests again.
06
reception
51. When the guest checks in, the room has not been cleaned. He said that he can check in first and then clean it. What should I do?
Answer: Apologize to the guests, and politely explain the reasons for the uncleaning to the guests; it is recommended that guests wait in the lobby cafe, or invite guests to have meals or go out for activities first, and the luggage of guests will be properly stored by the bellman; notify the housekeeping department to clean immediately , tell the guests the required time; also suggest the guests to change to other types of rooms.
52. What should I do if the tenant asks to tell the room number of the confidential tenant or important guest?
A: Ask the visitor’s name, unit, relationship with the guest and what is the visit. Go to the backstage to make a call and ask if the guest would like to meet. If it is an important guest, you should contact the entourage; if the guest does not want to see, you should gently persuade the visitor to leave; if the visitor behaves abnormally, he should immediately report to the security department.
53. What should I do if I receive the express mail from the customer?
A: Check whether the guest has left a message, if there is, handle it according to the guest’s account; if not, for express mail, the urgent mail should be forwarded to the next station or the guest’s home, or returned immediately; for ordinary mail, it can be temporarily stored for a period of time, every day Check to see if there is such a guest; if there is no such guest within a certain period of time, check out.