The festival is approaching, hotel service etiquette training must read
01
Behavior
Do not eat, drink, smoke, pick your nostrils, wipe your nose, pick your ears, pick your eye mucus, rub dirt, scratch it, don’t slippers, roll up your sleeves, burp, stretch, hum, sneeze, yawn in front of guests . Cover your mouth with a handkerchief when coughing and face to the side to avoid making noise;
When encountering familiar guests, you should take the initiative to say hello, but do not ask “where to go” and “have you eaten?” When meeting with foreign guests in corridors, corridors, elevators or activity venues, you should take the initiative to be courteous;
In front of the guests, do not quarrel and argue, do not shout loudly, move objects or walk at night with light footsteps, if you accidentally bump into a guest or step on your feet, you should apologize immediately;
Do not spit, litter peels and paper scraps in public places. When wiping your nose, cover your mouth and nose with a handkerchief. Do not open the used handkerchief.
Expression is a silent language, a moderate expression, which can convey enthusiasm, respect, tolerance and understanding to the guests, and bring kindness and warmth to the guests. The basic requirements for room service staff expressions are:
1, gentle, courteous;
Stable and dignified, neither humble nor arrogant;
Always smiling and amiable;
Not contrived.
02
standing
The standing posture should be naturally tall and straight, the head is straight, the forehead is slightly closed, the eyes are looking straight ahead, and the face is smiling.
The body is upright, and the center of gravity should be placed between the feet. The natural position of the feet is basically the same as the width of the shoulders. There should be no inner or outer characters. The chest should be raised and the abdomen should be kept flat.
The arms hang down naturally, the hands should be crossed behind the back, the left hand lightly holds the wrist of the right hand, the right hand forms a half fist, the strength is moderate, the arms are relaxed, the back of the left hand is placed on the back of the buttocks, and the legs should be stretched straight. When standing and feeling tired, you can adjust the center of gravity of your body left and right, but your upper body should remain upright.
When the distance from the customer is 2 meters, you should take the initiative to bow and say hello. When communicating with customers, you should keep a distance of 60 cm to 1 meter from the customer, and your eyes should be fixed on the customer’s triangle area, and you should not look at the customer up and down. If the customer’s height is low or the voice is low, you should stand on the left side of the customer and listen carefully.
When guiding the customer, you should stand on the side of the customer and use the hand on the same side to guide the customer, and try to guide the customer to face the place they want to go.
When standing on the luggage counter, you should stand at the computer position and face the lobby. You should not lie on, lean on, or support on the luggage counter. Customers should take the initiative to say hello when they are 2 meters away (hello, hello, please walk slowly!).
When standing at the side door, you should stand on the inside of the side door and stand at 90° with the side door. For example, when the customer enters and leaves the distance of 2 meters, pull the door to welcome the customer entering and leaving the store, lean forward 30° and bow to the customer to say hello (hello, hello, Please walk slowly!), do not move around at will except for work, and provide services to customers at any time.
When standing at the gate, you should stand on the right side outside the revolving door of the lobby, and you should not walk around unless you go to work.
(1) When there is a vehicle: make a stop gesture, direct the vehicle to park in an appropriate position, take the initiative to open the door, say hello (hello, hello, please walk slowly.), and guide the direction of the gate, and then return to the original post.
(2) When there is no vehicle: When you are 2 meters away from the customer, you should bow and say hello (hello, hello, please walk slowly.), and guide the direction of the gate, and then return to the original post.
(3) When the customer has luggage, they should take the initiative to ask the customer if they need help! (Hello XX, may I help you?)
- Waiting for customers in public areas
(1) During C/I, customers should stand 1.5m-2m behind the customer and wait next to the luggage to ensure the safety of the standing posture and luggage. When multiple porters are waiting, they should stay in the same straight line.
(2) When in other places in the lobby, if the time is too long, you should take the initiative to ask the customer if they can store their luggage in the concierge first.
(3) In the elevator, you should stand beside the elevator button, put the luggage cart on the side of the elevator, say hello to customers entering and exiting the elevator and help control the elevator (Hello, which floor are you going to?), when entering and exiting the elevator, you should be the customer Escalator, ask customers to go first “Your floor is here, please.”. If you take a customer into the elevator or enter the elevator alone, you should say hello when you encounter a customer in the elevator, “I’m sorry for disturbing you.”
(4) Customers who are waiting on the floor should stand 1.5 meters behind the customer’s left, and place their luggage near the wall to ensure the safety of the luggage.
(5) When waiting at the door of the guest room, you should stand in front of the cat’s eye at the door of the room, so that the customer can confirm the identity of the employee, put the luggage cart in front of the room door, and do not obstruct the passage of customers. Ring the doorbell and knock three times every three seconds. Report “Hello bell service, bellman”, and only after the customer agrees can enter the room to provide services for the customer.
03
walking posture
When walking, keep the upper body upright, the center of gravity is accurate, the center of gravity of the body can be slightly forward, the head should be straight, the eyes should be straight, and the shoulders should be relaxed. The body is coordinated, the arms swing naturally, and the pace should be steady when walking.
The direction is clear; the stitches for walking on both feet should be relatively straight lines, do not walk in the zigzag inside, or walk in the zigzag outside the ground too much, and the footprints are on both sides of the front line.
The stride should not be too large, and the pace should not be too fast. Moderate stride (own leg length); even pace (60-100 steps per minute)
When meeting customers head-on, employees should take the initiative to walk to the right and greet customers.
All employees should walk on the right when walking in the hotel. More than two people should walk in line. They must not compete with customers. They must not be out of breath or collide with customers due to body imbalance due to rapid movements.
When going up and down the stairs, keep the waist straight, the back straight, the head straight, the abdomen and the chest up, the hips slightly tucked, and do not hold the handrails of the stairs.
Accompanying and guiding: my position (about 1 meter in front of the customer’s left); coordination speed (based on the customer’s speed); timely care reminder (corner, stairs, or rough road, poor lighting) place); correct body position (when answering and guiding on the way).
04
sitting position
As a room attendant, the priority is to sit elegantly and freely, and the requirements are: to sit dignified, steady, natural and cordial.
- Sitting posture requirements
(1) When seated, slightly light and slow, but without losing vigor, go to the front of the seat and turn around, step back half a step with your right foot, put your left foot on the heel, and then sit down gently and steadily;
(2) When women are seated, those who wear skirts should push the skirts forward with their hands. After sitting down, the upper body is upright, the head is straight and the eyes are flat, the mouth is slightly closed, the face is smiling, and the back is slightly against the back of the chair. Put your hands on your legs, and when there are armrests, place your hands lightly on the armrests or place them one by one. The two feet are natural, the calf is basically perpendicular to the ground, the two feet are naturally flat on the ground, and the distance between the two knees is suitable for men to release a punch, and it is not good for women;
(3) When sitting, pay attention to the correct placement of hands, legs and feet according to the height of the stool surface and the presence or absence of armrests and backrests. In addition, some sitting postures are also possible, such as the “S” sitting posture: the upper body and legs are turned to one side at the same time, facing each other, forming a beautiful “S” sitting posture, which is suitable for side conversations; “ “Foot Love Style” sitting position: Cross your knees with your legs, add one foot and cross your front leg under the knee, place your legs on the ground one after the other, and cross your hands slightly on your legs.
No matter what position you are sitting in, be naturally relaxed and smiling. But avoid the following sitting postures: Erlang-legged sitting posture, leg-resting sitting posture, split-leg sitting posture, and “O”-shaped leg sitting posture.
- Matters needing attention
(1) Don’t fill up the chairs.
The waiter who can be seated, whether sitting on a chair or sofa, it is best not to fill up, only half or two-thirds of the chair, be careful not to sit on the edge of the chair, at the dining table, be careful not to put your knees against the table, Don’t put your feet above the table. When standing, take half a step back with your right foot, then stand up, take a step forward, and then turn around and walk out of the room.
(2) Do not allow the knees to be too wide apart.
Men can sit with their knees apart, and women can sit with their knees together. Women can sit with their calves crossed, but not straight forward.
(3) Do not keep your toes facing the sky.
(4) Do not shake your feet
(5) Put your hands naturally
05
squat
When reaching low objects or picking up objects that have fallen on the ground, do not bend your upper body or lift your hips, but use squats and knee bends. The specific method is to slightly separate your feet, stand next to the object you are taking, squat down and bend your knees to take it, instead of lowering your head or arching your back, and lowering your waist slowly. This is the squat. There are differences between men and women in squatting posture:
When the waitress is squatting, take half a step back with her left or right foot, keep her legs close together, and squat down. Because waitresses often wear skirts, their legs should be close together.
The waiter’s left foot is on the ground, the calf is basically perpendicular to the ground, the heel of the right foot is lifted, and the sole of the foot is on the ground. The right knee is lower than the left knee, and the inside of the right knee is against the inside of the left calf, forming a posture with the left knee high and the right knee low, and the hips are down, basically supporting the body with the right leg.