1) dress code. When going to work, work uniforms should be worn according to regulations. Both male and female employees should be dignified and generous, and it is forbidden to wear strange clothes and dress up.

(2) the language is appropriate. Humble language, friendly tone, concise words, and appropriate use of language according to different audiences. Use Putonghua for domestic guests and foreign languages for foreign guests, and try to understand dialects.

(3) Courtesy welcome. Welcome guests when they arrive, answer their questions and say goodbye when they leave. When welcoming guests or communicating with them, smile, be sincere and polite, and use honorifics and gestures appropriately.

(4) Help yourself to the guest. Try to meet the requirements of guests who need special care, especially those with different religious beliefs and national habits. Receive guests' reservations in an active, enthusiastic and orderly manner. When going through the check-in and dining procedures, fill them in accurately and carefully to meet the requirements of the guests. Knock on the door before providing services such as cleaning the room, and you can enter only after obtaining the consent of the guests. If "Do not disturb" is displayed at the door of the room, you are not allowed to enter at will.

(5) respect privacy. Can't reveal any information of the guests; Do not tamper with or rummage through the guest's belongings; Do not use the telephone, elevator, toilet and other facilities exclusively for guests without permission.

in the face of complaints from guests, you should be sincere and help them solve problems enthusiastically according to the regulations. Don't be impatient, argue, neglect or shirk responsibility. If you can't complete the service for some reason, you should patiently explain and apologize to the guests.

in case of fire, elevator accident, sudden illness or injury of guests, terrorist explosion and other emergencies, you should be calm and calm, and deal with them in a timely and local manner according to the emergency plan.

the forgotten items picked up by the guests should be returned or turned in in time, and they should not be kept privately or used.