Bowing etiquette
The body bends downward at a 31-degree angle, with a line on the back of the head and neck, and the eyes fall 1 meters in front of the body. Used to greet guests, introduce yourself or exchange business cards.
open the door
if you open it outwards, knock at the door first, hold the door handle and invite the guests in first. If you open inward, go into the house by yourself, hold the door sideways and invite guests in.
Elevator
There is someone in the elevator. Press and hold the "On" button, please get on and off first. When no one is around, press the "On" button first, and invite the guests in. When you get off, please ask the guests to get off first.
going up and down the stairs
when going up the stairs, the honored guest is in front and the host is behind. When going down the stairs, the honored guest is behind and the host is in front.
Serve tea
In time, the boiling water should be about 71 degrees, and it should be full at 7 minutes.
shake hands
five arrivals-body arrival, smile arrival, hand arrival, eye arrival, greeting arrival; The handshake time is 3-5 seconds, and the intensity is moderate. Follow the order of VIP first, elder first, host first and lady first.
Introduce etiquette
When introducing others, palm up, back down, four fingers straight and close together, thumb open, wrist and forearm in a straight line, axis joint as the axis, the whole arm slightly bent, palm up to shoulder height, pointing to the introduced party, smiling, looking at the introduced party, and taking care of the guests. When introducing yourself, straighten your right hand and five fingers together, and press your left chest with your palm. When introducing, you should look at each other or everyone, and your expression should be cordial and calm. Be careful not to point your thumb at yourself or point your forefinger at others.
business card etiquette
press the two thumbs on the two corners of the business card, hold the business card with both palms, the words are facing each other, and the body is slightly inclined to each other, and simply say "take care of me".
peer etiquette
when two people walk together, the right is the respect, while three people walk together, and four people can't walk side by side
Keep a distance
A proper sense of distance can create a more tolerant and harmonious atmosphere, which will be different depending on nationality, region, culture, identity, relationship and other factors. It is generally believed that 1, 2m-1 and 6m are social distances; 1, 5m-1, 2m is the personal distance; Less than 1, 5 meters is the intimate distance; More than 3, 6 meters is the public distance.
Applause etiquette
Applause means welcome, approval, congratulations, thanks and encouragement. When applauding, you should slap the palm of your left hand with the palm of your right hand. You should not pat the left palm with your fingertips.
seeing the guest off
opening the door for the guest voluntarily
There are two kinds of speeches at the meeting: formal speech and free speech. The former is usually a leader's report, while the latter is usually a discussion speech. Formal speakers should be neatly dressed, and walk on the rostrum with natural gait and strength, reflecting a confident and self-reliant demeanor and temperament. Speak clearly, pay attention to logic, and be concise. If you are speaking in writing, you should always look up and scan the venue, and you should not look down at the manuscript. No one's watching. After the speech, you should thank the audience for listening.
Speaking freely is more casual, so we should pay attention to the order and order of speeches, and we can't compete for speeches; The speech should be brief and the views should be clear; If you have differences with others, you should convince others by reasoning, take a calm attitude, obey the instructions of the host, and not just take care of yourself. If a meeting participant asks a question to the speaker, he should answer it politely. For questions that cannot be answered, he should explain the reasons tactfully and politely, and listen carefully to the critics and opinions of the questioner. Even if the questioner's criticism is wrong, he should not be rude.
Etiquette of participants
Participants in the meeting should be neatly dressed, generous in appearance, enter the meeting on time, enter and leave in an orderly manner, and be seated according to the meeting arrangement. During the meeting, they should listen carefully, and don't whisper or whisper in private. At the end of the speech, the speaker should applaud and leave the meeting quietly without affecting others.
Host etiquette
Hosts of various meetings are usually held by people with certain positions, and their etiquette performance has an important influence on the success of the meeting. 1. The host should be neatly dressed, generous and solemn, full of spirit, and should not be sloppy and sloppy.
2. Walking on the rostrum should be steady and powerful. The walking speed depends on the nature of the meeting, and the pace for fast and enthusiastic meetings should be slow.
3. After sitting, if you are standing as a host, you should put your legs together and keep your back straight. When holding a manuscript, the right hand holds the bottom middle of the manuscript, and the five fingers of the left hand are close together and naturally droop. When holding the manuscript with both hands, you should be chest-high. When sitting in a chair, you should stand up straight and stretch your arms forward. Press your hands lightly on the edge of the table. During the presiding, do not scratch your head, rub your eyes or block your legs.
4. The host should be articulate, quick-thinking and concise.
5. The moderator should adjust the meeting atmosphere according to the nature of the meeting, either solemn, humorous, calm or lively.
6. The host can't greet acquaintances at the meeting, let alone chat. Before the meeting begins, he can nod and smile.
(1) Prepare pens and paper before answering the phone: If you don't prepare pens and paper, it is impolite to ask the other party to wait for a moment when they need to leave a message. So, before answering the phone. Have a pen and paper ready.
(2) Stop all unnecessary actions: Don't let the other party feel that you are dealing with something unrelated to the phone. The other party will feel that you are distracted, which is also impolite.
(3) Use the correct posture: If your posture is incorrect, the phone will slip from your hand or fall to the ground accidentally, making a harsh sound, which will also make the other party feel dissatisfied.
(4) Pick up the phone quickly with a smile: Let the other person feel your enthusiasm on the phone.
Answer the phone
(1) Answer the phone within three tones: this is a hard requirement for a star hotel to answer the phone. In addition, pay attention to answering the phone:
① Pay attention to the tone of answering the phone, so that the other party can feel that you are very willing to help him, and you can hear that you are smiling in your voice;
② Pay attention to the speed of intonation; ③ Pay attention to the wording of answering the phone, and never use any impolite language to make the other party feel unwelcome
④ Pay attention to the environment in which both parties answer the phone;
⑤. Note that when the telephone line breaks down, the reason must be confirmed to the other party;
⑥. Pay attention to the attitude of both parties on the phone.
⑦ When you hear the other person's conversation for a long time, you must also respond, such as using "Yes, OK" to indicate that you are listening.
(2), take the initiative to greet and report to the department to introduce yourself;
(3) If you want to know who the other person is, don't ask "Who are you" abruptly, you can say "Who's calling" or you can ask politely, "Excuse me, may I know how to address you?" ;
(4), when it is necessary to put the phone on hold or let the guests wait; You should give an explanation and apologize. Pay attention to each other every 21 seconds and ask them if they are willing to wait.
(5) Transfer the phone quickly: every employee must learn to solve the phone problem by himself, and if he can't solve it by himself, transfer it to the correct extension, and let the other party know who the phone is transferred to.
[6], the other party needs help, so we should do our best: as hotel employees, we should try our best to help the guests, and we can do the following things for each call: ①, greeting ②, apologizing ③, leaving a message ④, telling ⑤, helping ⑤ immediately, transferring ⑦, directly answering (solving the problem) ⑧, returning the call
⑦, and thanking the other party for calling.
⑻ Always call each other by their first names, which shows that they respect each other's training background
The competition in China's catering industry, especially in the hotel industry, is very fierce. Faced with more and more hotels springing up, the top decision-makers in the hotel industry are paying more and more attention to the future challenges and development trends. Generally speaking, the competition in the hotel industry is ultimately the competition of customer service.
Hotel industry is a typical service industry. Hotel etiquette training is very necessary for the vast number of hotel employees and new employees who are about to take up service posts. Its purpose is to make guests feel at home, so as to better establish the image of individuals and hotels.
training purpose
the training makes the staff image, personal behavior and customer service skills meet the standardized requirements, so as to conform to the overall image and standards of the hotel and make the hotel staff understand the importance of service etiquette.
Effectively improve service awareness, improve service mentality, use good customer service relationship to make guests feel at home, properly meet guests' needs and handle complaints, build team spirit and enhance pride. Meet the expectations of guests, establish a better image for the hotel and create good social and economic benefits.
training target
hotel service employees
training benefits
mastering hotel management practices;
fully understand the requirements and difficulties of hotel room management;
improve the comprehensive quality and service skills of hotel service providers;
enhance the professional image of service providers;
correctly understand the connotation of service and take the initiative to assume the responsibility of service, reflecting the professionalism of service. Gfd, a staff member in the business hall of the bank, and his reception manners
The manners and manners of the bank staff (interactive training course)
gfd and mental outlook of the bank
The specification of bank service attitude and expression requires
Telephone etiquette of bank customer service
Details in bank reception etiquette
Language expression and Putonghua training-the strictness and preciseness of working language
Handling complaints properly can promote the relationship
. Collaboration
comprehensive quality requirements of bank customer service personnel
excellent service in bank work
customer service etiquette management of bank managers' business outlets.