Welcome etiquette requirements

1. gfd requires

1. Weird hairstyle of the project. Weird hairstyle.

2. Short hair: no eyebrows at the front, no collar at the back. Short hair: no eyebrows at the front,

3. Long hair style standard: hair clips must be uniform in black or brown. Standard for long hair curls: Hairpins must be black or brown. Face and face are clean, with light makeup and fresh breath. For employees wearing glasses, the lenses are colorless, clean, bright and clean, with light makeup and fresh breath. For employees wearing glasses, the lenses are colorless, clean, bright and undamaged. The tooling should be clean, crisp, wrinkle-free, fit, undamaged and odorless, and the tooling that can show the corporate image should be clean, crisp, wrinkled, fit, undamaged and odorless, wearing flesh-colored stockings, wearing pantyhose when wearing skirts, and wearing pantyhose when wearing skirts.

2. Welcome service etiquette

1. Standing: Standing: The female greeter's standing feet are in the shape of "V", with the heel of her left foot close to the center of her right foot. A. The female greeter's standing feet are in the shape of "D" or "V", with the heel of her left foot close to the center of her right foot, 35-degree is appropriate, and her hands naturally hang down on her abdomen and her right hand is placed on her left hand. It is advisable to have a 35-45 degree angle between your feet. Your hands naturally hang down on your abdomen and your right hand is placed on your left hand. The male greeter stands with his feet shoulder-width apart, his legs stretched straight, his hands behind his back and his right hand behind his left hand. B. The male greeter stands with his feet shoulder-width apart, his legs stretched straight, and his right hand behind his hands behind his left hand.

2. Leading: When leading, make the gesture of asking inside: naturally bend your right arm to chest height and naturally bend.

a. When leading, make the gesture of asking inside: naturally bend your right arm, lift it to chest height, straighten your fingers and put your fingers together, point the palm of your hand upward with the elbow joint as the axis, and do not move too hard. Straighten your fingers together, take the elbow joint as the axis, point to the target, and don't move too hard.

B. When leading a guest, you should walk sideways about 1.5 meters ahead of the guest's left side. At the same time, you should observe whether the guest keeps up with the rest of your eyes. Look back from time to time to indicate whether the guest keeps up with you. Look back from time to time to signal the guest when walking, and remind the guest to walk slowly when going up the steps or turning.

C. when greeting, follow the four principles: female first, male first, old first, young first, guest first, greeting first, female first, male first, old first, guest first, and so on. Ask the guest for advice when carrying luggage or heavy briefcase, if the other party refuses to help again and again.

D. Ask for the guest's advice when the guest has luggage or a heavy briefcase. If the other party refuses to help again and again, it is not necessary to ask for it again and again, and handle everything of the guest with care. You don't have to ask again and again, and you should handle everything with care. During the peak meal period, there is no vacancy in the restaurant for the time being. Please apologize to the guests and explain the situation.

e. during the peak meal period, there is no vacancy in the restaurant temporarily, so you should apologize to the guests and explain the situation. If the guest wants to leave because he can't delay time, he should send it warmly and deliver the reservation card at the same time. The guest indicated that he can wait, and if he wants to leave because he can't delay time, he should send it warmly and deliver the reservation card at the same time. The guest indicated that he could wait. If he wants to leave, he should immediately arrange for the guest to sit on the sofa in the waiting area, pour water in time, and signal the guest to read magazines and newspapers. Immediately arrange the guests to sit on the sofa in the waiting area, pour water in time, and signal the guests to read magazines and newspapers. At the same time, help arrange the dishes and seats, lead the guests and hand over the menu with the waiter. Help arrange the dishes and seats, lead the guests and hand over the menu with the waiter.

F. when guiding the guests to their seats: welcome the guests first, see them off last, be polite to the guests, and don't grab the road. When guiding guests to their seats: welcome guests first, see them off last, be polite when guests pass, and don't grab the road.

3. Etiquette of ordering service

1. When receiving a telephone reservation, you need to temporarily put down all your work, sit up or stand up, and when the phone rings, you need to temporarily put down all your work, sit up or stand up, and pick up the microphone to talk to the other party. 2 cm-about the distance, smiling, quietly picking up the microphone and talking to each other. Keep a distance of about 2 cm-3 cm between the microphone and the mouth, with a smile and sweet voice. At the end of the call, you should follow the principle that the other party hangs up first. If you know who it is: hello, XX position ""At the end of a sweet call, you should follow the principle that the other party hangs up first.

If you know who it is: Hello, XX position "; If you don't know who it is: ". "If you don't know who it is: Hello, Fish Sheng Harbor Ecological Health Hotel at your service" At the end of the call: Welcome Fish Sheng Harbor Ecological Health Hotel at your service "At the end of the call: You will come then". When you come there, don't talk in low spirits and look lazy or not awake. Note: A. Don't talk in low spirits and look lazy or not awake. B. Don't answer the phone with your ears and shoulders clamped. Avoid speaking dialects and don't speak Mandarin. Hold the phone and answer it. C. avoid speaking dialects and mandarin. When you can't hear each other clearly, gently remind them that our line is not very good.

2. When you can't hear each other clearly, gently remind them that our line is not very good and we can't hear your voice clearly. Could you speak a little louder? "Thank you", would you please speak a little louder? " Thank you ""thank you. Note: Don't directly accuse the other party of bad signal, and ask him to call in another direction, which is impatient. Don't directly accuse the other party of bad signal, let him call in another direction, impatient. When you call a guest, first greet the other party and introduce yourself. Hello,

3. When you call a guest, first greet the other party and introduce yourself. Hello, I'm the health-care hotel mane in Haisheng Harbor. Is it convenient for you to answer the phone now? Is it convenient for you to answer the phone now? When you are not sure that the other person is the person you are looking for, when you are not sure that the other person is the person you are looking for, OK, I am the mane of Yusheng Harbor Ecological Health Hotel. Is this the mane position? "I'm the mane of Yusheng Harbor Ecological Health Hotel, please tell me the mane position." The mane of the hotel, please tell me the mane. Note: Don't be too loud when talking on the phone. Don't speak too loudly when talking on the phone.

4. When answering a guest's phone call for ordering food, you should be straightforward and give the name of the hotel, with clear articulation and soft tone. When answering a guest's phone call for ordering food, you should be straightforward and give the name of the hotel, with clear articulation and soft tone and civilized speech. Hello, Yusheng Harbor Ecological Health Hotel is at your service. Speaking of civilization, hello, Yusheng Harbor Ecological Health Hotel is at your service.

5. When the guest's attitude is unfriendly, don't be impatient, be patient and calmly answer for the guest. It shows that when the guest's attitude is unfriendly, don't be impatient, be patient and calmly answer for the guest, and be gentle and natural. Soft and natural. Note: avoid arguing with guests, let alone being impatient and using vulgar language. Avoid arguing with guests, let alone impatience and vulgar language. When receiving guests who come to the store to make a reservation in person, get up immediately and take the initiative to say hello.

6. When receiving guests who come to the store to make a reservation in person, get up immediately and take the initiative to say hello. Can I help you? When confirming the guest's reservation, ask the guest: What time is the reservation? About how many people? When confirming the guest's reservation, ask the guest: What time is the reservation? About how many people? "Do you have any special requirements for rooms and dishes?" Do you have any special requirements for rooms and dishes? Note: Don't judge a person by his appearance when arranging a box. Avoid judging a book by its cover when arranging a box.

7. When observing that the guests are hesitant, they should enthusiastically provide information to the guests according to their requirements and be good staff officers. When observing that the guests are hesitant, they should enthusiastically provide information to the guests according to their requirements and be good staff officers. Note: A. Don't rigidly arrange rooms for the guests, pay attention to moderate enthusiasm, only be staff officers, don't take part in the rigid arrangement of rooms for the guests, pay attention to moderate enthusiasm, only be staff officers, and don't ask, watch and wait for the guests to make their own decisions. Policy B. Don't ask, watch and wait for the guests to make their own decisions.

8. Important guests and regular customers can be taken care of subtly, making them feel different. Important guests and regular customers can be taken care of subtly, making them feel different, having a sense of superiority and being valued and respected. For example, a boss "has a sense of superiority and is valued and respected. For example, a boss knows that the guests you entertain every time are very important. How about a private room? The room is big and bright. I will communicate with the manager, which is very important. How about arranging XX private room for you? The room is big and bright. I will communicate with the manager and arrange the best waiter to serve you! The best waiter is at your service! " Note: A. Don't answer the phone while serving the guests. B. don't talk to familiar guests for too long. C. avoid answering the phone while serving the guests. Don't talk to familiar guests for too long. Deal with several things at the same time to avoid mistakes in concentration. Deal with several things at the same time to avoid mistakes in concentration.

4. Welcome service etiquette

1. Welcome guests should dress according to the regulations, stand in the designated position, and stand gracefully. You must keep your head up, abdomen in, shoulders flat, and your feet in a "D" shape. Welcome guests should dress according to the regulations, stand in the designated position, and stand gracefully. You must keep your head up, abdomen in, shoulders flat, feet in a "or" V "shape, and hands. Come, don't whisper, don't rely on doors or other objects, and stand neatly and beautifully. When a guest arrives at the welcome area, the usher should bow to the guest with a smile, and say hello and welcome to the guest.

2. When a guest arrives at the welcome area, the usher should bow to the guest with a smile, and say hello and welcome to the guest. Ask the guests if they have a reservation, and pay attention to polite language when asking. How many people will you have for dinner, sir?

3. Ask the guests if they have a reservation, and pay attention to polite expressions when asking, such as "Sir, how many people are you having dinner, or do you have a reservation?" If the guest says that a table has been reserved, the usher should ask the guest's name and other reservation methods. Do you have a reservation? " If the guest says that a table has been reserved, the usher should ask the guest's name and other reservation methods, that is, find the reservation record, find the table already prepared for the guest, immediately find the reservation record, find the table already prepared for the guest, ask whether the number of guests changes with the reservation number, and arrange the appropriate number of people to eat after the guest's permission. If there is any change, arrange the appropriate number of people to eat quickly. Arrange the right table and lead the guests there. If there is no reserved guest, you should first ask the guest whether to go to a private room or order food, and the waiter will lead the guest immediately after deciding.

4. If there is no reserved guest, you should first ask the guest whether to go to a private room or order food, and the waiter will guide the guest immediately after deciding. The greeter should pay attention to the following details in the process of guiding the guests:

5. In the process of guiding the guests, the greeter should pay attention to the following details: put your right hand and five fingers together and move forward, straighten your right arm and guide it to the lower right as a personal sign, and politely say to the guests:

1) Put your right hand and five fingers together and move forward, straighten your right arm and guide it to the lower right as a personal sign, and at the same time politely say, "Please come this way, please follow me!" This way, please, and follow me! " When leading the guests to sit down and walk, the walking speed should be moderate.

2) When leading the guests to sit down and walk, the usher should walk in front of the guests about 1.5 meters away from the guests, and the walking speed should be moderate, not too far, not too fast, and pay attention to look back to see if the guests keep up, not too far, not too fast, and look back to see if the guests keep up, and signal the guests when turning. People beckoned and stopped for a while, and then moved on after the guests entered. Pay attention to the conversation among the guests to understand the guest's address, position relationship, dining reasons and needs, etc. 3) Pay attention to the conversation among the guests to understand the guest's address, position relationship, dining reasons and needs, etc., and simply tell the desk clerk and service manager when they arrive at the room. Tell it briefly to Taiwan staff and service manager.

5. Arrange the guests to be seated

1. Ask the guests' opinions after arriving at the table: When guiding the guests to the table, the usher must ask the guests whether they like this position, so as to respect the guests.

1) When guiding the guests to the table, the usher must ask the guests whether they like this position, so as to respect and satisfy the guests. The purpose of customer satisfaction. When arranging a table for a large number of guests, they usually arrange a table in the back, because many people are more lively. 2) When arranging a table for a large number of guests, they usually arrange a table in the back, because many people are more lively, so as not to affect other guests' dining. In order not to affect other guests' meals. Business guests talk about work while eating. They don't like their conversation being heard by others. They prefer quiet corners. Talking about work while eating doesn't like their conversation being heard by others.

3) Business guests don't like their conversation being heard while eating, preferring a quiet corner. They can be arranged in quieter seats. So pay attention to the guests. They can be arranged in quieter seats. So pay attention to the guests. When two lovers come for dinner, the reception desk should find a quiet place for them to enjoy the scenery.

4) When two lovers come for dinner, the reception desk should find a quiet and convenient place for them to enjoy the scenery. When loading, the gorgeous guests should be arranged in a prominent position in the restaurant as far as possible, one is to set off the atmosphere of the restaurant, and 5) When loading, the gorgeous guests should be arranged in a prominent position in the restaurant as far as possible, one is to set off the atmosphere of the restaurant, and the other is to show respect for the guests. To also show respect for the guests. Guests with children should be arranged in places that do not disturb other guests as much as possible.

6) guests with children should be arranged not to disturb other guests as much as possible.