In the service industry, it is often necessary to welcome guests, especially hotels. So what should a service person have? The following is for everyone, I hope to help everyone!

First of all, it meets the customer service etiquette standards.

1, the station is reasonable and the opening time is appropriate.

2, greetings in time, smile service.

3. Respect the old and love the young, and provide orderly services.

"operating standard"

1. Greeters should stand on both sides of the store.

2. When standing, hold your chest out, keep your heels together, straighten your legs, look forward, smile, overlap your abdomen, put your hands in front of you, with your right hand up and your left hand down.

3. When the customer enters the store, open the door with his left hand and guide the customer to enter with the other hand according to the standard gesture.

When you open the door, you should greet the customer with a smile and bow 30 degrees. When you receive the group customers with "Hello, Welcome", you should repeat your greetings many times so that every customer can hear you. However, it should be noted that repeated greetings are not simply repeated with a single expression, but welcome every customer from the heart.

5. When greeting, you should look at the customer instead of looking around, which is extremely impolite.

When several customers enter the store at the same time, you don't have to give a welcome speech to each customer, but you must smile and nod to each customer who enters the store.

7. At the welcome reception, the female guests should come first, the male guests first, the foreign guests first, and the domestic guests later.

8. When a customer asks for a location, the usher should clearly point out the direction for the customer with standard sign language. The gesture of standard sign language is that the fingers are naturally close together, on the same plane, at a 45-degree angle with the ground to indicate the correct direction.

9. In case of customers with mobility difficulties, such as the disabled, the elderly and children. The usher should take the initiative to greet them and ask if they need help. When serving the disabled, we must be moderate and must not hurt their self-esteem. If you are a foreign customer, you can't take the initiative to help, but you must ask the customer's consent first.

10. When it rains or snows, if the customer carries rain gear with him, the usher should take the initiative to help the customer put on the umbrella cover.

Second, the standard of etiquette for seeing off guests

1, the station is reasonable.

2. Open the door at the right time.

3. active service.

4. Say goodbye politely.

"operating standard"

1. The usher is standing on the left of the gate. When customers leave the store, they should open the door in time and take the initiative to nod.

Say "please walk slowly" to the customers who leave the store. You are welcome to come again. "Watching customers leave.

2. Pay attention to the process of customers going out. Customers who find themselves inconvenient to move and have too much hand luggage and goods should take the initiative to ask if they need help, and tell them to take care of their belongings to avoid losing them.

3. The operating standard of customer etiquette for the farewell team is that the greeter should stand on the left side of the gate, nod to the customer and thank the customer for coming on behalf of the store. Welcome to visit again.

4. When it rains or snows, if the customer carries rain gear with him, the usher should take the initiative to help the customer take off the umbrella cover. Before leaving the store, give customers a word of concern, such as: the road is slippery outside, please be careful! "or" it's very cold, please keep warm! "Careful care will bring warmth to customers.

5. After seeing the guests leave, the host can't see them and then gently close the door. It is extremely impolite to be careful not to pinch the clothes, skirts and articles of customers when closing the door.

6. When it rains or snows, if the customer carries rain gear with him, the usher should take the initiative to help the customer put on the umbrella cover. Before the customer enters the mall, the usher should remind the customer to hang the sole on the mat to avoid slipping.

Attach importance to individual reception

At the entrance of the hotel, don't write the word "Wele" invariably, but change the language at any time according to the arrival of people of different nationalities. If you put up an electric rotating placard and keep rotating to show the languages of various countries, it will make guests feel at home. In the guest's room, a small flag of the host country will be hung, and a newspaper printed with the language of the country will be placed on the table. I believe that the emotional distance between the hotel and the guests will be significantly reduced.