1. Etiquette knowledge of hotel welcoming guests
[Male staff] Male staff should pay attention to the following matters in appearance: [Female staff] Female staff should pay attention to the following matters in appearance: keep good manners at work: everyone should pay attention to their manners at work, which not only shows self-respect and respect for others, but also reflects the work attitude and sense of responsibility of a safe employee.
[Standing posture] Description: The correct standing posture is to hold your head up, look ahead, hold your chest straight, your shoulders flat, your arms naturally droop, your abdomen is closed, your legs are upright together, your toes are V-shaped, and your body center of gravity is placed between your feet; You can also separate your feet, slightly narrower than your shoulders, and put your hands together before or after your abdomen. Morning meeting requirements: in addition to maintaining a correct standing posture, male staff should keep their feet apart, slightly narrower than their shoulders, and put their hands together behind their backs; Female employees have their legs together, their toes are V-shaped, and their hands are put together in front of their abdomen.
common courtesy handshake: handshake is one of the most commonly used manners in our daily work. Do you know the basic etiquette of shaking hands? When shaking hands, the order of reaching out is superior first, master first, elder first and woman first.
generally, the handshake time is 2, 3 seconds or 4, 5 seconds. Shaking hands should not be too strong or not.
look at each other and smile. Bowing is also a common courtesy 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, which will be reflected in your actions and leave a sincere and true impression on the other party. Greetings When you go to work in the morning, everyone should say hello to each other when they meet! A good start to a day's work should start with greeting each other.
Hotel employees greet each other "Good morning!" when they meet in the morning. "Good morning!" When you go out on business (before 11 o'clock in the afternoon), you should call other people in the department or indoors. When you meet guests in the company or when you go out, you should come forward and say hello with a smile on your face. You should also say hello to each other after work, and then leave, such as "see you tomorrow", "goodbye" and "Bye-Bye". When guests visit or meet strangers, we should use civilized and polite language.
[Basic expressions] "Hello" or "Hello" is used when you meet for the first time or when you meet for the first time that day. You can use "good morning" and "good morning" in the morning (before ten o'clock), and use "hello" or "hello" at other times.
used by "Welcome" or "Hello" receptionist when they see guests visiting. "Excuse me, please …" When waiting for guests, be gentle and polite.
"Thank you for waiting" No matter how long the guests wait, they should apologize to them. "Excuse me, please ..." This phrase should be used when guests need to register or go through other formalities.
"Excuse me ..." When it is necessary to interrupt the conversation of guests or others, please pay attention to the gentle tone and low volume. "Thank you" or "thank you very much" should express gratitude to others for their help and support.
"Goodbye" or "Welcome to come again next time" is used when guests leave or leave safely. [Common Language] Do you pay attention to using the following languages in your daily work? 1, please 2, sorry 3, trouble you 4, excuse me 5, excuse me 6, ok 7, yes 8, clear 9, you 11, Mr. or Ms. X 11, manager or director X 2, father or mother of your company 13, XX (called other people's parents) 14, hello 15, welcome 16, excuse me … 17, who's 18, please. Nice to meet you (you). 23 Please advise me. 24. Thank you. 25. Please take care of me. 26. Please. 27. Thank you very much. 28. Goodbye (goodbye) Telephone etiquette. Four basic principles of answering the phone. 1. Pick up the phone within 3 rings.
2. Prepare a pen and paper beside the telephone for recording. 3. Confirm the time, place, objects and events recorded.
4. Tell the other person your name. Notes on basic terms in sequence: 1. Pick up the receiver and tell your name "Hello, Hotel ╳╳╳╳" (straight line) "Hello ╳╳╳╳" (extension). Thank you for your attention, etc. You must confirm the other party. If you are a guest, you should express your gratitude. 3. Listen to the other party's calls, and make notes if necessary. 4. Please repeat it, and see you tomorrow at 9 o'clock.
and so on to confirm the time, place, object and reason. If there is a rumor, you must record the time of the call and the person who left it. 5. Concluding remarks are "clear", "please rest assured ...", "I will definitely convey it", "thank you", "goodbye" and so on. 6. Put it back on the phone and listen to Jane, and then gently put it back on the phone after the other party puts down the phone. 1. Take notes carefully. 2. Use polite language. 3. Important words such as reasons and numbers, etc. 5. Avoid using technical terms or abbreviations that the other party can't understand on the phone, 6. Pay attention to the speed of speech, 7. Answer politely when making a wrong call, so that the other party can reconfirm the phone number. Basic terms of order: Note 1. Prepare to confirm the name of the caller, prepare what to say, the order of speech, the information and documents needed, etc. 2. Greet and tell your name. " I'm from the hotel department. Be sure to give your name. Be polite when you speak. 3. Confirm the caller. "Excuse me, is Mr. ╳ ╳ ╳ in the department?" "please, I want to call Mr."
, "hello! This is ╳╳╳╳╳╳╳╳╳╳╳╳╳╳╳╳╳╳╳╳╳╳╳╳╳╳╳╳╳
2. What do you think of the staff's welcome etiquette?
The most important thing in reception etiquette is kindness and sincerity.
whenever you see a guest coming, you must pay attention to the courtesy of using your eyes, ears and mouth. Smiling makes the guests feel kind and welcome.
when guests come in, employees should immediately greet them, show respect and say "welcome" kindly. In addition, the most important thing is to use your heart, and you must not be inconsistent. For example, it is insincere to sit in your seat and say "welcome" to your guests when they come.
In the business world, "customer first" is an unchangeable rule, so when exchanging business cards and delivering goods to guests, you should take them with both hands to show respect. If you can't hold things with both hands, you should try to present them with your right hand as courtesy, because many countries regard the left hand as a symbol of impurity.
As a guide, you should walk in front of the guests on the left or right as a guide, because some guests are not familiar with the business environment, and you must never indicate the direction and route by voice behind the guests, and you should not walk too slowly to make the guests feel at a loss. You must cooperate with the guests' footsteps and guide them to the correct position. In fact, no matter what the identity of the customer is, we should treat him as a VIP and treat him sincerely. Don't favor one over the other, look at others with suspicion or look at others with appearance, and use it as the basis for grand reception.
making every customer feel valued and comfortable is the highest art of reception.
3. What is the welcome etiquette?
Welcome refers to the fact that in interpersonal communication, under the condition of prior appointment, the host sends a special person to a place known by the visitor to wait for the arrival of the other party.
1. standing: standing: the hostess's standing foot is in the shape of ""with the heel of her left foot near the center of her right foot. A. The hostess's standing foot is in the shape of "D" or "V" "with the heel of her left foot near the center of her right foot, at an appropriate angle of 35-degrees, with her hands naturally hanging down on her abdomen and her right hand resting 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, and point the palm of your hand up with the elbow joint as the axis, pointing at the target, and don't move too hard.
Straighten your five fingers together, take the elbow joint as the axis, and point to the target. Don't move too hard. B. When leading the guests, you should walk sideways about 1.5 meters ahead on the left side of the guests. At the same time, you should observe whether the guests keep up with them with the afterglow of your eyes. Look back from time to time to signal the guests to keep up with them. Look back from time to time to signal the guests when walking, and remind them to go slow 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 are no vacancies in the restaurant temporarily. Please apologize to the guests and explain the situation.
4. What etiquette should you pay attention to when welcoming guests
If you are welcoming guests in a hotel, you can refer to this: Behavior and manners are the manners of a person's behavior.
posture refers to the appearance of the body, and demeanor is an external expression of personal quality cultivation in interpersonal communication, and it is also an expression of temperament. 1. Basic stance.
stand upright, natural, cordial and steady, that is, "stand as loose as a pine". Its standard practice is: head up, face straight ahead, eyes straight, jaw slightly retracted, neck straight, shoulders relaxed, breathing naturally, waist upright.
arms droop naturally, at both sides of the body, with the jaws of the hand forward, fingers slightly bent and fingertips facing down. Stand at attention with your legs together, with your knees close to the heels of your feet.
The two limbs are separated in a "V" shape, which is about the width of a fist. Pay attention to lifting the hips, and the body weight should be evenly distributed on both legs.
2. Sit. Sit in a correct posture.
The essentials are: sit down slowly, keep your upper body straight, your heart is vertically downward, your waist is erect, your spine is straight up, your chest is upright, your shoulders are relaxed and flat, and your trunk is facing forward with your neck, hips, legs and feet. Hands naturally on your knees, knees together; Look straight and smile. When sitting, don't fill the chair (the waiter should sit 2/3 of the chair), but don't sit on the edge. When you know it, you must not have the following postures: (1) Sitting in a chair, leaning forward and backward, shaking your legs and tilting your feet; ⑵ Put your feet on the armrest of a table or sofa, or put them on the coffee table; (3) Hold your chest with your hands in front of your superiors or guests, cross your legs or sit half-lying; (4) Lie prone on the workbench.
indecent sitting posture. The legs are too wide; Improper leg support; The legs are overstretched.
3. Standard squat posture. Its requirements: when squatting, the legs are not side by side, but the left foot is in front and the right foot is later.
The left foot should be completely on the ground, and the lower leg is basically perpendicular to the ground; The right foot should land on the sole of the foot and lift the heel. At this moment, the right knee must be lower than the left knee, and the inside of the right knee is reliable to the inside of the left calf, forming a posture in which the left knee is higher than the right knee.
Women should lean on Kun's legs, while men can appropriately separate them. Hips down, basically supporting the body with the right leg.
it is often more convenient for male workers to choose this method at work. Cross squat posture.
it is usually suitable for female employees, and its advantage is beautiful and elegant. The basic feature is that the legs cross together after squatting.
The requirements are: when squatting, the right foot is in front, the left foot is behind, the right calf is perpendicular to the ground, and the whole foot touches the ground. The right leg is on the top and the left leg is on the bottom, and the two overlap.
The left knee extends from the lower back to the right, the heel of the left foot is lifted, and the sole of the foot touches the ground. Keep your legs close to each other and support your body together.
the upper body leans forward slightly. Hips down.
4. Basic walking posture requirements and standards. The correct gait requires "walking like the wind", and its specific essentials are: the upper body is upright and motionless, the shoulders are flat and steady, the two swings are natural, the legs are straight but not stiff, the pace is calm, the gait is stable, the stride is moderate and even, and the feet are on the ground.
pay attention to the main points. Clear direction, moderate stride, even speed, accurate center of gravity, coordinated body and beautiful shape.
differences between men and women. When male * * * people March, their heels alternately advance on a line, and their toes are slightly abduction. Usually, their speed is slightly faster, their steps are slightly larger, and their steps are bold and powerful, which fully shows the masculine beauty of men.
when a female * * * person walks, her toes are slightly out, and the two * * * people walk in a straight line, which is called "one-word step" to show grace. At the same time, pay attention to: (1) Keep to the right as far as possible, and don't walk in the middle.
(2) When meeting with superiors and guests, you should nod your head to show your respect. (3) When walking with superiors and guests to the door, you should take the initiative to open the door and let them go first, and you can't beat yourself.
(4) When getting on and off the elevator with superiors and guests, you should take the initiative to open the door and let them get on or off first. 5] when guiding guests, let the guests and superiors be on their right.
[6] When going upstairs, the guests are in front, when going downstairs, the guests are behind, and when three people walk together, the guests are in the middle. On the sidewalk, women walk inside to make them feel safe.
(7) When the guests come face to face or go up and down the stairs, they should take the initiative to make way for them. 5. Standing requirements of some post personnel in the hotel (1) Standing requirements of doorman, VIP and usher in the lobby In addition to the above requirements, the arms are naturally drooping, the heels are close together, the toes are naturally separated (including the outside, just the length of the feet), and they are smiling. If there are no guests coming in or out, their feet can be slightly relaxed, and when the guests arrive, they should immediately resume their normal posture.
(2) Waiter, the upper body is straight, and the feet are separated (the heel separation distance is limited to 8cm, and the arms naturally droop, and both men and women can adopt the back hand posture. (3) counter staff, upper body straight, legs apart, arms can be comfortable.