About 10 hotel etiquette skills that have to be said, hotel etiquette training must-haves!
01
Smile
When people meet people, the first impression is often formed in the first few seconds, and it takes a long time to change it. A good first impression comes from a person’s appearance, but more importantly depends on his expression. Smile is the expression that can best impress people, increase friendliness and communication, and express joy. A person who smiles at you must be able to reflect his enthusiasm, cultivation and his charm, so as to gain people’s trust and respect.
[Smiling “four essentials”]
- It is necessary to combine the mouth, eyes, nose and eyebrow muscles to make a real smile. A smile from the heart will naturally mobilize people’s facial features, making the eyes slightly narrow, the eyebrows raised, the nose wings open, the facial muscles folded, and the corners of the mouth upturned.
2, to look combined, showing temperament. When you laugh, be full of energy, high-spirited, kind and sweet.
It is necessary to complement each other with sound and emotion. Your enthusiasm and sincerity can only be understood and icing on the cake only if you have a strong voice and emotion.
It should be in harmony with the beauty of the instrument and behavior, and form a perfect and unified effect on the outside.
The smile should be with the corners of the mouth upturned and the muscles of the cheeks raised. Of course, a smile cannot simply start from the decomposition of actions, but must first have a sincere state of mind, heart and state of mind.
02
Instrument requirements
Everyone gets up early in the morning to fully calculate the time it takes to eat breakfast and go to work. If you get up 5 minutes early to check your instrument, it may increase your self-confidence in your day’s work, and make others feel relaxed and happy.
[male staff]
Male staff should pay attention to the following matters in terms of appearance:
Short hair, keep hair clean and tidy
Full of energy and smiling
Shirts and suits are flat and clean
Suit pockets are not suitable for storing items
It is not advisable to hang keychains around the waist
The “three-color principle” of suits: the color of the whole body should not be more than three
“Three Laws” of suits: shoes, belts and briefcases should be of the same color
The “three mistakes” of the suit: the logo on the sleeve is not removed, wearing a jacket, wearing a shirt, wearing a tie, white socks and nylon stockings to match the suit.
[female staff]
Female staff should pay attention to the following matters in terms of appearance:
Maintain good manners at work:
At work, everyone should pay attention to their manners. It not only shows self-respect and respect for others, but also reflects the work attitude and sense of responsibility of a Ping An employee.
[standing pose]
Description: The correct standing posture is to look up, look straight ahead, keep the chest and waist straight, shoulders level, arms sag naturally, abdomen retracted, legs straight together, toes in a V shape, and the center of gravity of the body on the middle of the feet; You can separate your feet, slightly narrower than your shoulders, and put your hands together in front of or behind your belly.
Morning meeting requirements: In addition to maintaining a correct standing posture, male employees should keep their feet apart, slightly narrower than shoulders, and put their hands together behind their backs; female employees should keep their legs together, toes in a V shape, and put their hands together in front of the abdomen .
03
common etiquette
In our daily life, the most commonly used etiquette are: shaking hands, bowing and greetings.
[Handshake]
The handshake is one of the most commonly used etiquettes in our daily work. Do you know the basic etiquette of shaking hands?
When shaking hands, the order of reaching out is the superior first, the master first, the elder first, and the woman first.
The handshake time is generally between 2, 3 seconds or 4, 5 seconds. The handshake should not be too strong or weak. Look at each other and smile.
[bow]
Bowing is also a common etiquette to express respect, respect, and gratitude. When bowing, you should express your gratitude and respect to the other party from the bottom of your heart, so as to reflect in your actions and leave a sincere and true impression on the other party.
[greeting]
When going to work in the morning, everyone should greet each other when they meet!
A good start to the day’s work should begin with greetings and greetings to each other.
Hotel staff greet each other with “Good morning!”, “Good morning!”, etc. when they meet in the morning (before 10 am)
If you are out on business, you should greet others in the department or indoors.
When meeting guests in the company or when going out, you should take the initiative to greet them with a smile;
You should also greet each other when you get off work before leaving;
Such as “see you tomorrow”, “bye”, “Bye-Bye”
04
Basic Civilization Phrases
When guests visit or meet strangers, we should use civilized and polite language.
“Hello” or “Hello”
Use it when you meet for the first time or for the first time of the day.
In the early morning (before ten o’clock), you can use “good morning”, “you morning”, etc., and use “hello” or “hello” at other times.
“Welcome” or “Hello”
It is used by receptionists when they see guests visiting.
“I’m sorry, may I ask…”
Use it while waiting for guests, be gentle and polite.
“You’ve been waiting for so long”
No matter how long the guest waits, the guest should be apologized.
“Excuse me, please…”
This phrase should be used when a guest needs to register or go through other formalities.
“I’m sorry to bother you…”
When it is necessary to interrupt the conversation of guests or other people, pay attention to the tone of voice and the volume to be low.
“Thank you” or “Thank you very much”
Thanks to others for their help and support.
“Goodbye” or “Welcome to next time”
It is used when the guest leaves or leaves safely.
05
Common language
In daily work, do you pay attention to the use of the following languages?
please 2. sorry
Excuse me 4. Excuse me
5, disturbed 6, good
7, yes 8, clear
You 10, Mr. or Ms. X
X manager or director 12. Your company
XX’s father or mother (called other’s parents)
Hello 15. Welcome
Excuse me… 17. Which one?
Please wait a moment (waiting) 19. Sorry…
20, it’s okay 21, you’re welcome
- Nice to meet you (you)
23, please advise 24, you have trouble
25, please take care 26, please
Thank you very much (thank you)
Goodbye (Goodbye)
06
phone manners
In daily work, the language used on the phone is very important, it directly affects the reputation of a company; in daily life, people can also roughly judge the character and character of the other party through the phone. Therefore, it is very necessary to master the correct and polite way of calling people.
It seems that it is easy to make a phone call. Talking to the other party into the microphone feels as easy as talking in person. In fact, it is not. It is very important to make a phone call.
[Four basic principles of answering the phone]
Answer the phone within 3 rings.
Prepare a pen and paper beside the phone for recording.
Confirm important matters such as time, place, object and event recorded.
Tell the other party your name.
[Basic Precautions When Answering the Phone]
- Tell your name:
“Hello, Hotel╳╳Department╳╳╳” (straight line)
“Hello╳╳Department╳╳╳” (external line)
Use “Good Morning” before 10am
- When the phone bell responds to more than one sound
“I’ve kept you waiting, I’m ╳╳ Ministry╳╳╳”
Pick up the phone within 3 rings;
Prepare pen and paper for recording beside the telephone;
When answering the phone, do not use “Hello” to answer;
6, the volume is moderate, not too high;
The specific communication matters must be confirmed to the other party;
If the guest wants to express their gratitude, they must answer “Thank you for your care”, etc., or answer with “Yes”, “Ok”, “Clear”, “Understand”;
Did not hear clearly whether it said “please repeat it again”
Confirm the time, place, object and reason. If there are rumors, you must record the phone time and the person who left the message, and answer the following: “clear”, “please rest assured…”, “I will convey it”, “thank you”, “goodbye” Wait;
After the other party puts down the phone, gently put it back on the phone.
[emphasis on answering the phone]
Make records carefully;
Use polite language;
Be concise and clear when speaking on the phone;
Pay attention to important words such as time, place, reason and figures;
The use of technical terms or abbreviations that the other party cannot understand should be avoided on the phone;
Pay attention not to speak too fast;
Answer the wrong call politely and ask the other party to reconfirm the phone number;
[Key points for making calls on the phone]
Consider the time of the call (whether the other party has time or convenience at this time);
Pay attention to confirm the other party’s phone number, unit and name to avoid making a wrong call;
Prepare the required materials, documents, etc.;
The content of the speech should be in order, concise and clear;
Pay attention to the call time, it should not be too long;
Use polite language;
Outside noise or whispers cannot be passed into the phone;
Avoid personal phone calls;
Note: When talking on the phone, if there is a disconnection, interruption, etc., the caller should re-dial.
07
General procedure
When guests are visiting, we also need to pay attention to the following matters when we receive them:
- When a guest visits
Language used: “Hello!” “Good morning!” “Welcome” etc.
Treatment: smiling, shaking hands or bowing;
- Ask the guest’s name
Language used: “May I ask who you are…” “May I ask your surname? Who are you looking for?” etc.
Processing method: The name of the visitor must be confirmed. If you receive the guest’s business card, you should repeat that you are Mr. × Company”;
- Handling of the matter
Language used: When present: say “please wait” to the guest; when absent: “I’m sorry, he just went out on business, can you find someone else or need to leave a message?” etc.
Handling method: contact the person the guest is looking for as soon as possible, if the person the guest is looking for is not there, ask the guest if they need to leave a message or convey it, and make a record;
- Lead the way
Languages used: “please wait in the conference room, Mr. XX will come soon”, “this way please”, etc.;
Handling method: lead the way 2 or 3 steps in front of the guest’s left, and let the guest walk in the center of the road;
- Send tea
Use language: “please”, “please use slowly”, etc.;
Treatment method: keep the tea set clean, put it lightly, and exit after salute;
- Drop off
Language used: “Welcome to come again next time”, “Goodbye” or “Goodbye”, “Thank you very much”, etc.;
Handling method: express respect and gratitude to the guests, wave or bow when saying goodbye;
After seeing the interviewee, you should stand up (for the first time, hand over your business card) to greet them.
If you meet the supervisor of the interviewee, you should stand up (hand over your business card) to greet you and start the conversation again.
The meeting should be concluded within the appointment time as much as possible.
When leaving, say hello to the person being interviewed.
When talking, be careful not to speak or speak too loudly.
08
office etiquette
In the company’s office, when receiving guests and negotiating business, there are many occasions that need to use the following etiquette. If everyone can master and understand it, your work will become more comfortable and smooth, and customers will also feel at home.
[lead the way]
- When leading the way in the corridor:
A. You should walk 2 or 3 steps in front of the guest’s left.
B. The guide walks on the left side of the corridor, and let the guests walk in the middle of the road.
C, to keep pace with the guests.
D. Pay attention to the guests when leading the way, and make some introductions appropriately.
- When leading the way in the stairwell
Ask the guests to walk in the positive direction (right) and the guide on the left.
- Pay attention to guide and remind guests on the way
Gestures should be used when turning or where there are stairs and steps, and remind guests to “this way please” or “pay attention to the stairs”, etc.
09
Take the elevator
In the hotel, the elevator can be said to be a standing facility of the hotel. The hotel service personnel also need to pay attention when entering and exiting the elevator.
- There is no other person in the elevator
A. Press the “ON” button to enter the elevator before the guests, and then ask the guests to enter the elevator again.
B. When you arrive at the lobby, press and hold the “ON” button, and ask the guests to get off first.
- When there are people in the elevator
Regardless of whether you are up or down, you should give priority to guests and bosses.
- Inside the elevator
A. The person who gets on the elevator first should stand at the back so as not to hinder others from taking the elevator.
B. No loud noise or laughter and noise are allowed in the elevator.
C. When there are many people in the elevator, the person who enters behind should stand facing the elevator door.
10
Details for hotel office
Hotel workers are in the office and need to pay attention to:
- Enter someone else’s office
You must knock on the door before you can enter.
If the door has been opened or there is no door, you should say hello, such as “hello”, “excuse me” and other words, before entering.
- Message
Don’t talk to each other and use notepads to communicate.
When sending a message to a guest, don’t say it directly, but tell the guest the key points of the matter, and the guest should contact the person to be communicated directly.
When exiting, say hello in the order of your boss and guests.
- The arrival of the boss in the middle of the meeting
You must stand up and introduce your boss to the guests.
Briefly report the content of the meeting to your boss, then resume the meeting.