1 ⒈ ⒈ basic requirements of politeness: ① speak respectfully, smooth attitude; ② speak elegantly, concise, clear; ③ speak politely and enthusiastically; ④ speak to pay attention to the art of language, and strive to speak beautifully, politely and pleasantly; ⑤ speak with guests to pay attention to the demeanor and expression. 2, "three light": walk light, speak light, operate light. 2, "three light": walk light, speak light, operate light. 3, "three light": walk light, speak light, speak light, speak light, speak light, speak light, speak light, speak light, speak light, speak light.

Three no-comments": no-comment on the guests' unattractive language; no-comment on the guests' impatient attitude; no-comment on the individual guests' unreasonable requests.

"Four diligence": mouth diligence, eye diligence, leg diligence, hand diligence (brain diligence).

"Four do not speak": do not speak foul language; do not speak dirty words; do not speak sarcastic words; do not speak words unrelated to service.

"Five voices": guests have to welcome the voice of the guest, the guest asked the voice of the answer, apologize for errors in the work of the voice, be helped by the voice of thanks, the guests left the voice of the send.

"Six polite phrases": greetings, solicitations, apologies, thanks, honorifics, goodbye.

"Eleven words of civilized politeness": please, you, hello, thank you, sorry, goodbye.

"Four service taboos": scornful language, negative language, contradictory language, irritable language.