personal image etiquette

clothes.

the reception staff should dress appropriately for official occasions, social occasions and leisure occasions, and should not be the same. In official occasions, we should be solemn and conservative, dignified and generous, and strictly adhere to tradition. We should not emphasize individuality, be too fashionable and appear casual. It is best to wear suits, skirts or uniforms made of dark wool. Jackets, jeans, sportswear, fitness pants, vests, shorts, sneakers and sandals are not allowed. Clothes should not be too dirty, wrinkled, worn, exposed, transparent, too big, too small or tight. Social occasions mainly refer to banquets, dances, parties, gatherings and other social occasions. Clothing should highlight fashion personality, and you can wear fashion, formal dresses or national costumes. It is best not to wear uniforms or casual clothes. Dressing in leisure occasions should be comfortable and natural, and avoid formal rules. On formal occasions, receptionists should dress correctly and appropriately, all buttons should be fastened tightly, sleeves or trousers corners should not be changed, too many things should not be put in pockets or trouser pockets, and the trademarks on clothes should be removed first. It is best to wear a white shirt inside a suit, dark socks, black shoes and a tie, and no or less sweaters. All clothes should be kept within three colors.

make up.

Make-up is an act of modifying one's appearance and beautifying one's self-image through the use of beauty products. Requiring employees to put on makeup is helpful to reflect the prohibition, unity and discipline of the unit, and to make its image more distinctive and distinctive. Asking employees to put on makeup is intended to show respect to the people they associate with. Taking part in official activities without makeup will be interpreted as contempt or an insult by the person you are in contact with. In official activities, employees are generally required to abide by the following rules on the issue of beauty and makeup: one of the rules is that light makeup should be used as the main work makeup. The main characteristics of work makeup are simplicity, beauty, elegance and a distinct three-dimensional sense. The latest personal image etiquette the latest personal image etiquette. It should not only impress people, but also not allow them to look full of powder.

generally speaking, it should be light and vivid. Rule number two, excessive use of aromatic cosmetics should be avoided. It is generally believed that when you get along with others, the fragrance on your body can be smelled by the other party within one meter, which is not excessive. If you can still smell the fragrance of yourself three meters away, you must have overused perfume. Rule three, you should avoid making up or touching up your makeup in public. In particular, it is not solemn to do this in public at work, and it will also make people feel that they are not dedicated to their work and only regard themselves as a kind of "decoration" or "vase". In particular, ladies should never make up or touch up their makeup in front of the opposite sex in general. Rule four, we should refrain from discussing makeup with others. Rule five, you should try to avoid your makeup being incomplete.

appearance.

The eyes are the windows of the soul. When communicating, you should pay attention to your eyes, and the cumulative contact time between your eyes and the other person should reach 51-71% of the whole conversation. Your eyes should not be dull, indifferent, peeping, glancing around and winking. Smiling is essential in reception activities. It is not appropriate to laugh, and your mouth is full of teeth. Proper make-up makes people radiant and energetic, but try not to show traces of modification, not to wear heavy make-up, not to make up in public, especially for men. Hairstyles should not be weird and avant-garde. Receptionists should regularly clean their faces, maintain oral hygiene, manicure their nails and not grow beards every day.

behavior.

Behavior is a kind of "language" that does not speak, which truly reflects a person's quality, education level and the degree to which he can be trusted. The receptionist should stand loosely, stand tall and straight, stretch beautifully, be solemn and generous, be energetic, confident and positive, and don't be too casual. It is not enough to poke your neck, bend your shoulders, bend your legs, shake your feet or put your hands in your waist and put them in your trouser pockets. Sit like a clock, don't lean forward, lean back, crooked, and cross your legs. Walking like the wind, the gait should be coordinated, steady, relaxed and agile, and avoid the eight characters inside and outside. You can't hunch over, sway your shoulders, twist your waist and hips, and look around. Gestures should not be monotonous and repetitive. Greeting, greeting, farewell, cheering and clapping should be paid attention to the size, speed and time, and should not be excessive. In particular, don't scratch your scalp, pluck your ears, pick your nostrils, pick your teeth, bite your nails, dig nose excrement, rub dirt, yawn, manicure and rub your skirts in public. Avoid coughing, spitting and sneezing loudly, and don't face people directly. Greeting, bowing, introducing, delivering and receiving things should be sincere, affable and attentive.

personal image etiquette

the personal image of the waiter not only reflects the basic quality of the waiter, but also reflects the overall image of a hotel. Therefore, it is very important to strengthen the training of personal image of waiters.

1. Appearance

1. Hairstyle: clean, neat and not weird. The waiter's bangs are not eye-catching, but the feet are not ear-catching, and the back is not collar-catching. The waitress's hair should not be too long, so a uniform hairpin should be used to comb it into a bun at the back of her head.

2. Make-up: Waitresses must wear light makeup, and do not wear heavy makeup or use strong cosmetics. It is natural to be elegant.

3. Accessories: In principle, you are not allowed to wear any accessories. The reasons are:

(1) It is inconvenient to work, such as earrings and bracelets.

(2) unsanitary, such as ring.

(3) To respect customers and make them psychologically satisfied.

4. Personal hygiene: pay attention to personal cleanliness and hygiene, take a bath frequently, and have no peculiar smell on your body; Waiters are not allowed to wear long nails and nail polish, and male waiters are not allowed to wear beards.

2. Instrument

1. Uniform dressing the as issued by the restaurant. The latest personal image etiquette pays attention to the correct placement of hands, legs and feet. In addition, you can also take an "S" posture, that is, the upper body and feet turn to one side to face each other at the same time.

(4) When sitting, you are not allowed to lean forward and backward, swing your legs and tilt your feet, and put your feet on the chair, sofa armrest or coffee table. It is not allowed to cross your legs, spread your knees, draw your heels together unnaturally or shake your legs and feet, nor to lie and sit half-way. When talking to guests on both sides, don't just turn your head, but turn your upper body and feet sideways at the same time.

2. Standing posture

(1) When standing, the body should be straight, the abdomen should be closed, the chest should be raised, the eyes should be straight, the mouth should be slightly closed, the face should be smiling, the arms should be crossed behind the body, the guests should be crossed in front of the body when coming, and the right hand should be placed on the left hand.

(2) When the waitress stands, her heels are close together, and her toes are opened at 45 degrees in a V shape. When the waiter stands, her feet are shoulder-width apart.

(3) When standing, don't cross your hands on your waist or hold them on your chest, and your body can't stagger. For example, when you are tired, you can shift your center of gravity to one leg, but keep your upper body upright, don't lean against other things, and don't stand on one leg independently. Put your other foot on other things and don't lie prone on other objects.

(4) When standing, you should be full of energy and have a natural expression, and at the same time pay attention to the greeting and cooperation of your neighbors or colleagues.

3. walking posture

(1) Walk gracefully, flexibly and steadily. When walking, lean your body forward 3-5 degrees, raise your head, relax your shoulders, keep your upper body upright, chest out and abdomen in, look straight ahead and smile. Keep your arms straight and relaxed, your fingers slightly bend naturally, and your arms swing back and forth naturally, the swing range is about 35cm, and your arms should not be more than 31 degrees apart.

(2) When walking, the center of gravity falls on the front of the palms of both feet, and the abdomen and buttocks should be lifted up. When a woman walks, her feet are in a straight line without striding; When a man walks, his feet follow in two straight lines, but the two lines are as close as possible, and his steps can be slightly larger.

(3) The pace is moderate, and it should be 111 steps/minute for the waiter and 121 steps/minute for the waitress.

(4) The stride length should not be too large, because if the stride length is too large, the angle of human body leaning forward will inevitably increase. Attendants often come and go with things in their hands, which is prone to accidents. Therefore, the stride of the waiter is about 41cm, and that of the waitress is about 35cm.

(5) When walking, be light and steady, and avoid shaking your head and shoulders, twisting your body and kicking your feet. In case of emergency, you can speed up your pace and don't run in a hurry.

(6) When walking, generally lean to the right. Don't rush when walking with guests (except for welcoming guests). If a guest walks across the aisle, stop and pull over to let the guest pass first, but don't turn your back on the guest.

(7) In case of emergency or when carrying heavy objects to overtake the guests ahead, you should express your modesty to the guests.

(8) When walking, you are not allowed to laugh, hum, snap your fingers or eat while walking. When two or more people walk, they don't walk side by side, and they don't climb shoulders and shoulders, hold hands and hug their waists.

fourth, smile

in the service industry, smile is a special silent language, which can make customers feel the enthusiasm, sincerity and friendliness of waiters.

1. Maintain an optimistic and stable psychological quality, and be calm when things go wrong. Properly handle all kinds of problems at work, especially your own work mistakes, enter the role in time after taking up the post, and forget all troubles and unhappiness.

2, smile from the heart, don't be artificial, artificial smile is called skin to smile, but it will scare people away.

3. When smiling, your eyes should also contain a smile. Imagine how ugly it is to show your teeth or grin without your eyes matching.

4. Read "Qian" or "C" and "Eggplant" 51 times, and you will find that your mouth looks like a smile when you pronounce it. Reading more will help you smile naturally.

5. Smile is related to nature, but it is also very important to cultivate the day after tomorrow. Remind yourself to keep a happy mood and smile at any time, and practice in front of the mirror in your spare time until you are satisfied and used to it.

Courtesy Cultivation of Restaurant Waiters

Courtesy: refers to the behavior of mutual respect and friendship between people in contact and communication, which embodies the fashion of the times and people's moral quality, and reflects people's cultural level and civilization. Politeness is the external expression of a person's treatment of people and things, which is reflected by appearance, appearance, manners, language and actions.

Etiquette: It is a common form of greeting, greeting, wishing, sympathy and giving necessary assistance and care to each other in daily life, especially in communication occasions. Etiquette is a concrete manifestation of politeness, such as nodding, greeting and shaking hands.

Etiquette: It is a form of etiquette. Simply speaking, it is a form of people giving gifts, and all people's behaviors and actions in social activities are reflected by certain etiquette forms.

cultivation: refers to a person's level of understanding of a thing and the cultivation of a certain skill.

Courtesy is an important symbol of an enterprise employee's civilization, and it is a measure of a person's moral level and education.

I. Classification of Etiquette

There are 9 kinds of common etiquette in service catering, such as greeting ceremony, addressing ceremony, response ceremony, operation ceremony, greeting gift, banquet ceremony, handshake ceremony, bow ceremony and greeting ceremony. The latest personal image etiquette encyclopedia.

1. Greeting ceremony: Greeting ceremony is a kind of reception etiquette for guests when they enter the store, which is mainly based on greeting and congratulations. Greeting ceremony is divided into the following different greetings in daily use.

(1) greetings for the first time. Greetings when guests just enter the hotel. When meeting guests for the first time, the waiter should say, "Hello, sir (miss) (or welcome). I'm waiter XX (I'm Xiao X). I'm glad to serve several people."

(2) Time greeting. When meeting guests, you should greet "good morning", "hello", "good noon" and "good afternoon" according to the approximate time of morning, noon and evening.

(3) Greetings to different types of guests. There are many types of guests dining in the hotel, and the service staff should greet them according to different types of guests, such as "Happy Birthday to you" to the birthday guests and "Happy Wedding" to the newly married guests.

(4) festive greetings. Festive greetings are generally used in greeting languages before or after festivals, such as Spring Festival, New Year's Day (New Year's Day) and National Day, and can greet "Happy Holidays" and "Happy New Year".

(5) Other greetings. When guests are ill, drunk and angry, they should show concern for them.

2. Salutation: refers to the address used when dealing with guests in daily service.

The address should be realistic. If the address is wrong, the position is wrong, and the name is wrong, it will not only make the guests unhappy, but also cause disgust, and even lead to jokes and misunderstandings.

(1) General customary address: When addressing others, men are generally called "sir", unmarried women are called "miss", married women are called "lady", and women who don't know their marital status are called "miss", or those who wear wedding rings and are older can be called "lady".

(2) Address by position. When you know the position, you should address it, such as Director Wang and Director Li.

3. Answer ceremony: refers to the etiquette when talking with guests.

(1) When answering a guest's questions, you must maintain a good standing posture, keep your back away from other things, speak in a gentle and patient tone, stare at the other person with your eyes and concentrate on listening to show your respect.

(2) praise, criticism, advice and complaints to guests must also be answered in appropriate language, and they cannot be ignored, otherwise it is impolite.

(3) When dealing with service problems for guests, waiters should be tactful. If some questions raised by guests exceed their authority, they should ask superiors and relevant departments in time. It is forbidden to say some negative words, such as "no", "no", "I don't know" and "no way", and they should answer: "I'm sorry, I don't have the power to make decisions. I'll ask the leader. .

3. Operation etiquette: refers to the etiquette of service personnel in their daily work. In many cases, the waiter's operation is carried out on the same occasion and at the same time with the guests. If the waiter wants to do a good job of service without being rude, he must pay attention to:

(1) The waiter should dress neatly in his daily work, pay attention to his appearance, be generous and have a kind attitude, and keep the working environment quiet during working hours. Knock on the door when you enter the room. When you knock on the door, you should bend your fingers and tap rhythmically with your knuckles before you go in. When you open and close the door, you should be gentle and don't make too much noise.

(2) If the operation affects the guests, you should express your modesty and say, "Excuse me" or "Excuse me, would you please excuse me?" Wait.