etiquette is very important in hotel catering, do you understand it? The following is for everyone, hoping to help everyone!

Appearance

1. Employees should be full of energy, natural expression and smiling when on duty.

2. When you speak, you should be calm and kind, and don't exaggerate.

3. Eyes should be full of spirit, showing enthusiasm, courtesy, friendliness and sincerity.

4. Be calm and generous, neither humble nor supercilious.

5. When talking with visitors, your eyes should be natural, and you should not look up and down the visitors.

instrument

hairstyle

1. Keep the hair clean and tidy, free of dandruff and dandruff, and the hair shaft should be smooth, soft and shiny.

2. The color is uniform, and there are no two colors at the hair stem and the hair tail. It is not allowed to dye the hair in a color other than natural black.

3. hairstyle standard for male employees: the parting should be even, and no big sideburns, no forehead at the front, no ears at the side and no collar at the back are allowed.

appearance

clothing

1. All hotel staff are in uniform and dressed neatly according to the regulations.

2. Uniforms should be decent and tidy, and should not be wrinkled, damaged or stained. Collars, cuffs and trouser legs should be kept clean, and sleeves or trouser legs should not be rolled up.

3. When wearing work clothes, the buttons should be complete without looseness, and the discipline buttons must be buckled.

4. The work number plate should be worn above the left chest of the coat, parallel to the second button; Do not cover the buckle or tilt left and right.

5. If you don't wear a hat in the non-work area, you should put the hat in a uniform place neatly, or hold the hat in your left hand with the top of the hat up.

6. You should not wear accessories that are inconsistent with the regulations, such as key chains and small ornaments.

7. Except for the matching belts for uniforms, all are black belts.

8. Male employees should wear dark socks, which should be changed every day without holes or spinning.

9. Shoes should be kept clean, free from deformation and damage, and free from stains and dust; Leather shoes should be wiped every day to keep the luster, and the shoelaces should be tied, and they should not be dragged on the ground.

Manner

Standing posture

1. Standing posture should be natural and straight, with straight head and slightly lowered forehead, eyes looking straight ahead and smiling.

2. When the body is upright, the center of gravity should be placed between the feet, and the position where the feet are naturally separated is basically the same width as the shoulders. There should be no internal or external splays, and the shoulders should be flat.

3. Arms droop naturally, hands should be crossed behind your back, your left hand should hold your right wrist lightly, and your right hand should be half clenched, with moderate strength, and your arms should be relaxed. The back of your left hand should be placed above your hip muscles, and your legs should be stretched straight. If you feel tired from standing for a long time, you can adjust your body center of gravity left and right, but your upper body should be upright.

4. When you are 2 meters away from the guests, you should take the initiative to bow and say hello. When communicating with guests, you should keep a distance of 61 cm -1 m from them, keep your eyes on the triangle of the guests, and don't look them up and down. If the guest's height is low or his voice is low, he should stand on the guest's left and listen carefully.

5. When guiding the guests, you should stand on the side of the guests and guide them with the hands on the same side, and try to guide them to face up to where they want to go.

Manner

walking posture

1. When walking, the upper body should be upright, the center of gravity should be aligned, the center of gravity of the body can lean forward slightly, the head should be straight, the eyes should be straight, and the shoulders should be relaxed. Coordinate your body, swing your arms naturally, and walk steadily.

2. Clear direction; Two-legged walking stitches should be relatively straight lines. Don't walk inside the figure-eight, or excessively walk outside the figure-eight. The footprints are on both sides of the front line.

3. Don't stride too much or walk too fast. Moderate stride, long legs; Uniform speed of 61-111 steps per minute

4. When meeting guests head-on, employees should take the initiative to walk on the right and greet the guests.

5. When all employees walk in the area, they should keep to the right. Two or more people should walk in line, and they should not grab the road with the guests. They should never be out of breath or collide with the guests because of excessive movement.

6. When going up and down the stairs, keep your waist straight, your back straight, your head straight, your belly in and your chest out, your hips slightly closed, and don't hold the handrail.

7. Accompanying and guiding: My position is about 1 meters to the left of the guest; The speed of coordination is based on the speed of guests; Timely attention to remind corners, stairs, or bumpy roads and poor lighting; Correct answer and guidance on the way.

address

1. Generally, a man is called Mr., an unmarried woman is called Miss, and a married woman is called Mrs..

2. For western ladies who can't confirm whether they are married or not, no matter how old they are, they can only be called Miss.

3. If you don't know the last name of the visitor, you can call it "this gentleman/this lady".

4. The third party should be called "that gentleman/that lady" instead of "he/she".

5. It's impolite to address visitors as "your husband/your wife", instead, you should address them as "Mr. Liu/Mrs. Zhang".

Introduce

1. Introduce the young to the old.

2. Introduce men to women.

3. Introduce the unmarried to the married.

4. Introduce those with lower positions to those with higher positions.

5. Introduce individuals to groups.

6. If you are sitting when being introduced, you should stand up immediately.

7. The introduced parties nod to each other.

8. The two sides shake hands and greet each other.

phone use

standard:

1. When answering the phone, pay attention to the soft voice and make it concise and clear.

2. Pay attention to the standard of Putonghua, and do not use languages with local colors.

3, the first question responsibility system, whoever answers the phone is responsible for the follow-up, and it is not allowed to delegate the work.

4. Treat all incoming calls equally and answer them according to procedures. The telephone use requirements of desk and office are consistent.

5. Try to answer the phone with your left hand and use your right hand to record the phone content; Don't clip the phone on your shoulder.

phone use

program:

1. Answer

Answer the phone quickly and don't let the phone ring more than 3 times.

indicate the name of your organization or post.

greet each other. Don't shout with "Hello, Hello, Hello ...".

2. The person the other party is looking for is not in

Tell the other party that the person he is looking for is temporarily out; Tell them where the person they are looking for is, and help them transfer the phone.

or make an exact appointment with the other party and ask them to hang up again. Leave the other party's number and hang it to the other party when the person you are looking for comes back. Or leave messages for each other.

3. Make a phone call

Organize the contents of the speech and put the relevant materials next to the phone.

greet each other.

state your identity and position.

get down to business after confirming the identity of the other party.

4. terminate the call

after confirming the content of the call with the other party, use the conclusion.

if you know the name of the other party, you should add the surname before the address; When you don't know the other person's name, you should call him/her/goodbye! .

Language

Say hello

1, bow and bow 31 degrees;

2. Keep smiling and making eye contact;

3. Volume and tone: you can hear clearly and clearly within three meters;

4 when the guest is 2 meters away, employees should be prepared to say hello; Began to bow and say hello when the distance is 1.5 meters;

5. Words: "Hello!" If you know the name and position of the guest, you should greet "Hello, Mr. X!" Or "Hello, Manager X!" .

language

communication language

1, places to avoid

no feedback

no eye contact

no nod

no smile, retort, interrupting the other party

2. What you can't say

I know what you mean ... interrupting the guest

I didn't know you were there.

I don't know → I'll check for you. I'll get back to you in x minutes.

3. Be a good listener

Lean forward; Keep the volume within the effective distance; Follow-up questions; Keep smiling

Language

Courtesy of Service

1. Greetings: Hello/Good morning/Good afternoon/Good evening.

2. enquiry: can I help you? /Are you ready to serve? /Can you tidy the room?

3. Promise: OK/Yes/Right away.

4. Apologize: I'm sorry/I'm sorry/this is an oversight of our work.

5. thank you for your compliment/suggestion/cooperation.

6. Directions: This way, please/Please take the elevator from here/The restroom is here.

decoration

employees in their jobs should pay attention to decoration. Correct and proper decoration can give people pleasure, gain the recognition of visitors, enhance the level and image of the hotel, and improve the temperament and cultivation of employees.

Face:

Employees should keep their faces clean and tidy, and check their faces before taking up their posts. Male employees should get into the habit of shaving every day, and no beard is allowed. Nose hair and ear hair should be trimmed frequently and not exposed. To keep your mouth and teeth clean and hygienic, you should not eat foods that are easy to cause odor, such as garlic, green onions, onions, stinky tofu and so on.

Hands:

Always keep your hands clean and hygienic, and wash your hands frequently, especially the fingernails, so that there is no residue. Do not leave long nails, nails should be trimmed frequently, taking the fingertips as the standard, and nails should not be trimmed on the job or in front of guests.

Jewelry:

Without earrings, nose rings, bracelets, bracelets, anklets, pins and other accessories, you can wear a wedding ring with the ring face not exceeding 5mm and the height of the accessories not exceeding 5mm. Wearing a necklace or hanging ornaments around your neck should not be exposed. Wear watches mainly in formal attire, and do not wear excessively ostentatious watches.

make-up:

do not tattoo the exposed part of the panel. The use of perfume should not be pungent, but fresh and elegant.

Personal hygiene:

You must check yourself once every time before you take up your post, so as to establish a good external image of a decent, clean and gentle five-star hotel service staff. Always maintain personal cleanliness and hygiene, take a bath and change clothes frequently.

Precautions:

You should not wear a tie, lift pants or tidy underwear at work or in front of guests. Don't do indecent actions such as checking whether the zipper of trousers is properly pulled and straightening the slipping socks. You should not pick your nose, cut your nose hair or pick your teeth on the job or in front of guests. Don't yawn, sneeze or cough when on duty, and avoid guests if you can't control it.