Let's take a look at the following basic etiquette:

Basic courtesy expressions

1. Address forms: miss, madam, wife, husband, comrade, chief, that gentleman, that lady, that chief, elder sister, aunt, hello.

2. Welcome: Welcome to our hotel, welcome to our building, and welcome to visit.

3. greetings: hello, good morning, good afternoon, good morning, good afternoon, good evening and hard work on the road.

4. greetings: congratulations, happy holidays, merry Christmas, happy new year, happy birthday, happy wedding, happy new year and rich fortune.

5. Farewell: Goodbye, good night, see you tomorrow, have a nice trip, have a safe journey and welcome you to come again next time.

6. Apology: Sorry, please forgive me for disturbing you and being rude.

7. thank you. thank you very much.

8. Response: Yes, ok, I see. Thank you for your kindness. You're welcome. It doesn't matter. This is what I should do.

9. inquiry: what can I do for you? What can I do for you? ) What can I do for you? Do you have anything else? Do you like (need, be able to ...)? Would you please ...?

11. Basic courtesy expressions 11 words: Hello, please, thank you, sorry, goodbye.

11, 11 words of common polite expressions: please, you, thank you, I'm sorry, please forgive, never mind, never mind, you're welcome, good morning, hello and goodbye.

(4) Requirements for guest service terms

1. When meeting guests, smile and stand for service (you should stand up when sitting, not talking to guests). The waiter should speak first, take the initiative to say hello, address appropriately, show respect with your respectful address, and express enthusiasm with simple and cordial greetings and care phrases. For regular customers, we should pay attention to address the guests by their surnames. When greeting guests, you can talk about something appropriate, but don't ask questions that guests don't like to answer.

2. When talking with guests, keep a distance of about 1 meters, pay attention to the use of polite language, pay attention to the word "please" and never leave the word "thank you" to show respect for the guests.

3. Listen attentively to the guest's words, keep your eyes on the guest's face (but don't stare at the guest), wait for the guest to finish, and don't interrupt the guest's conversation. When the guest talks with you, don't show any impatience, stop what you are doing, look at each other, smile and react. Don't be absent-minded, glance left and right, careless, indifferent, irrelevant, and politely ask the guests to repeat what they didn't hear clearly.

4. You should give a satisfactory answer to the guests' inquiries. In case of "I don't know, I don't know", you should look for relevant information or ask the leaders to answer the guests as much as possible. Never answer with "I don't know" or "I don't know". Answer questions responsibly, and you can't pretend to understand, be ambiguous and answer at random.

5. When speaking, especially when the guests ask us to serve, we should show our willingness to serve the guests, instead of showing boredom, indifference and indifference. We should say, "OK, I'll be right there." Never say, "Why are you so wordy? Don't you see, am I busy?"

6. When talking with a guest, if another guest has something to do, you should nod your head to say hello, or ask the guest to wait a moment. You can't turn a blind eye and say nothing, leaving the guest cold, and at the same time end the conversation as soon as possible and greet the guest. If it takes a long time, you should say "I'm sorry to have kept you waiting", and you can't start work without saying a word.

7. When talking with guests, you should have a friendly attitude, kind language, natural, clear, soft and kind tone, moderate volume, neither too high nor too low, and it is advisable for the other party to hear clearly, and the answer should be quick and clear.

8. When a service request put forward by a guest cannot be met at the moment, we should take the initiative to explain the reason to the guest, apologize to the guest, and at the same time give the guest a suggestion to solve the problem or take the initiative to help contact and solve it. Let the guests feel that although the problem has not been solved for a while, it has been taken seriously and received the help it deserves.

9. On principled and sensitive issues, the attitude should be clear, but the way of speaking should be tactfully and flexibly, which does not violate the hotel regulations, but also protects the self-esteem of customers. Never use questioning, questioning, commanding and "fighting" ways of speaking, and put an end to contempt, ridicule, negation and quarrelling; Use inquiry, request, discussion and explanation.

(1) Inquiry type: for example, "Excuse me ……"

(2) Request type: for example, "Please help us ……" (please ask the guests to help after explaining the situation)

(3) Discussion type: for example, "……… Do you think this is good?"

(4) Explanatory formula: For example, "In this case, the hotel's regulations are like this ..."

11. At the place where the guest is disturbed (or the place where the guest is asked for assistance), you should first apologize and say, "I'm sorry for disturbing you." Thank you for your help or assistance (such as after paying the money, registering, and cooperating with my work). Thank you for receiving anything from the guests. When guests thank us, they must answer "Please don't mention it".

11. show concern, sympathy and understanding for the guests' difficulties, and try your best to find a solution.

12. In case of any dispute with customers, you can explain it tactfully or ask your superiors to handle it. Never quarrel with customers.

In addition, the following points should be kept in mind in customer service:

(1) For conversations with more than three people, we should use languages that we all understand;

(2) Do not imitate others' language, tone and conversation;

(3) Don't get together to chat, talk loudly, laugh loudly and make noise loudly;

(4) Don't shout for another person;

(5) Do not contradict, satirize or dig at guests under any pretext;

[6] Don't tell excessive jokes;

(7) No foul language and contemptuous and insulting language are allowed;

⑻ don't argue loudly, quarrel loudly and talk loudly;

⑼ don't speak any language that will damage the image of the hotel.