The hotel industry must have four major service etiquette, how many have you mastered?
In the service industry, standard guest etiquette is a hard skill that every hotelier must master. However, many hotel workers who are new to the workplace or who have not undergone systematic training may not be able to do well.
01
Basic Grooming
For the overall instrumentation of employees, the overall requirements are natural, generous, decent, in line with work needs and safety rules, full of energy, full of vitality, neat and tidy.
1. Hair condition
Frequent shampoo and haircut; neatly combed, no dandruff, no sundries, no dyeing, no weird hairstyles.
2. Hairstyle
The front does not cover the eyes, the side does not buckle the ears, and the back does not cover the collar. The front is not enough for the eyebrows, the back is not for the shoulders, and no shawl hair is left. Female employees with long hair suggest that their hair be pulled up.
3. Hair accessories
The color of the hair accessories is black or similar to the true color of the hair; the volume should not be too large.
4. Face
Overall requirements: keep the cheeks, ears, neck and other external parts absolutely clean; pay attention to trimming the nose hair so that the nostrils are not allowed; keep the mouth and teeth clean and free of peculiar smell. Male employees: no beard. Female employees: wear light makeup (elegant and natural) before starting work, and do not wear heavy makeup (such as using heavy eye shadow, blush, lip gloss, etc.).
5. Body
Before going to work, do not eat odorous food, do not drink alcoholic beverages, take frequent baths, have no body odor, and do not spray too much or strong-scented perfume.
6. Decorations
No jewelry (necklaces, earrings, bracelets, etc.), only watches and wedding rings are allowed.
7. Dress
Wear uniform work clothes for the post, wear corresponding ties, bow ties, collar flowers or ribbons. The work clothes should be clean, flat, free of dirt, no loose threads, buttons are fully buttoned, and clothes should not be disheveled. The work number plate should be worn on the left chest. Do not skew; do not roll up or pull up sleeves and trousers; collars and cuffs should be clean; underwear, thermal clothing and other clothing should not be exposed.
8. Hands
Nails should be repaired, no long nails, keep clean, wash hands frequently. No tinted nail polish, no long nails, keep clean, wash hands frequently.
9. Footwear
Male employee: wear black leather shoes with a shiny surface, no dust or damage; wear black socks. Female employees: wear black leather shoes or cloth shoes with clean surfaces, flesh-colored pantyhose, no hem, no damage, no slippery silk.
10. Organize the place
When cleaning instruments in public places, go to places where guests can’t see them, such as bathrooms or work rooms, and do not clean up in public places or in front of guests.
02
Standard standing posture
Basic requirements: tall and straight
When standing, keep your head upright, smile on your face, look straight ahead, mouth slightly closed, chin turned inward, neck stalked, shoulders flat, chest and belly up, body upright, legs straight, and arms hanging naturally on the body Cross at the sides or in front of the body, with the right hand on the left to maintain a state of being ready to serve guests. Do not cross your chest, put your hands in your pockets, or put your hands on your hips.
Female employees: The feet are V-shaped (the distance between the toes is about 50 degrees), and the knees and heels should be close together.
Male employees: feet should be shoulder-width apart (the distance between the heels should be within 8 cm), and the body should not be staggered. Cross your arms behind you.
When standing tired, the feet can stand half a step back, and the center of gravity can be shifted to any foot, and the other foot can be slightly relaxed or moved, but the upper body remains upright.
03
correct sitting behavior
Basic requirements: upright
1. When sitting down:
Be gentle, don’t rush, so as not to give people the feeling of “grabbing the seat”, walk to the seat, turn around naturally, step back half a step with your right foot, and sit down firmly (when female employees are seated, if they are wearing skirts, they should use hand Fold the skirt forward a bit, don’t get up after sitting down and tidy up).
2. After sitting down:
1) The head should be straight, with a smile on the face, eyes flat, lips slightly closed, and the chin slightly retracted.
2) Keep your shoulders straight and relaxed, keep your chest straight, your waist straight, and your arms naturally bent. Only two-thirds of the chair can be seated, with a light head on the back.
3) If you need to turn sideways when talking, the upper body and legs should be turned at the same time, and the amplitude should not be too large.
- Male employees: The palms of the hands are vertically downward, naturally placed on the knees, and the distance between the knees should be about one punch; the legs can be slightly separated for men when sitting
-Female employees: You can put your right hand on your left hand, lightly on your leg, and place your feet side by side naturally. You can also slightly hold one wrist with one hand and place it in front of you. Bend your legs naturally, bring your knees together, and place your legs upright or on your side.
3. When getting up: the right foot should take half a step back and then stand up, and the movement should not be too fast. When sitting on a chair or sofa, do not lean forward or backward, let alone put your feet on the armrests of the chair or sofa and on the coffee table.
Don’t cross Erlang’s legs, especially don’t tiptoe up and down with Erlang’s legs crossed, and don’t casually tap the armrests with both hands.
Notice:
1) Sit from the left side of the seat, sit quietly, slow down, relax, and avoid noise;
2) Leave from the left side of the seat; before leaving, signal to him with actions and language, then stand up and move gently to avoid rattling the seat; after leaving the seat, first adopt the basic standing posture, stand up and then walk;
3) Others take their seats and then sit again, and their status is lower than that of the other party.
4) In public places, if you want to sit next to others, first ask for their approval;
5) Approach the seat with your back: first approach the seat sideways, stand with your back, step back with your right leg to confirm the seat, and then sit down with one hand, holding the handle with one hand.
Arm position:
1) Put it on both thighs and level with both hands;
2) Put it on one thigh, talk to the person sideways, stack or hold hands on the leg on which you are sideways;
3) Put it on the table in front of you, support it with both hands, hold each other on the table, or put it on the armrest beside you. When you are sideways, you should hold your hands together and stack it on the armrest on the side of your body;
4) Put it on the purse file, and the female employee in short skirt sits facing the man, puts the purse and the file on the thighs together, and supports, folds or holds them with both hands;
04
proper walking posture
When walking, the upper body should be upright, the center of gravity of the body should be slightly tilted forward, the head should be straight, the neck should be stubborn, the eyes should be straight ahead, the shoulders should be relaxed, the chest should be raised, the abdomen should be raised slightly, and the arms should swing back and forth naturally (swing range). 35 cm), the arms should not be opened more than 30 degrees, and the steps should be light and steady when walking, and female employees should walk in a gentle manner.
The stitches of walking on both feet should be in a straight line facing the front. Do not form “inner eight characters” or “outer eight characters” with your toes inward. The stride should be even and the pace should not be too fast. You can’t put your shoulders on your back, or pull your hands around your waist.
When walking opposite, you should take the initiative to give way to the guests, and try to go to the right; walk opposite to each other, do not rush to the road with the guests; when passing through, when the guests are talking in the narrow passages, aisles or stairwells, they cannot directly pass through the middle. You should first politely say: “I’m sorry, please let me go” or “I’m sorry to borrow it”, and then pass through the side or back after the other party moves, and express thanks.
If you accidentally bump into a guest, you should take the initiative to express your sincere apology and say, “I’m sorry, I didn’t bump you, right?”. You can leave after getting the guest’s understanding. Don’t bump into the hotel furnishings or flowers and trees when walking. When overtaking the guest, you should apologize politely. .
When leading the guests, let the guests and superiors walk on your right side; when 3 people walk together, the guest in the middle; let the ladies walk on the inside on the sidewalk to make them feel safe; when meeting superiors and guests, you should nod your head Regards.
Notice:
1) About 110 steps per minute for male employees; about 120 steps per minute for female employees. A better pace reflects the positive working attitude of the waiters, which is what guests are happy to see.
2) The best stride length should be the length of one’s foot, about 40 cm per step for men and about 35 cm per step for women;
3) When starting, the body must lean forward slightly, the center of gravity falls on the sole of the forefoot, and the transition continues forward with the movement of the footsteps;
4) Do not put your hands in your pockets, especially in your trousers pockets, and do not put your hands on your hips with your hands behind your back;
5) It is rude to turn your head and walk away when stepping back. Facing others, take at least two or three steps back and turn your body. The stride should be small, rub the ground lightly, and turn your body first.
6) Two or more people side by side, the inside is respected, the right is respected, and the inside of the road is respected;
7) Three people are placed side by side, and they are placed in the middle, right, and left in order from the highest to the lowest;
8) Honored in the past, inferior in the future, guests, ladies, and elders come first; masters, men, and juniors are lower and later