What etiquette and etiquette are required in the hotel industry? What should we pay attention to?

1. What are the "four essentials" of smiling?

To create a beautiful smile, we must strengthen the artistic cultivation of laughter, eliminate bad habits, and achieve the four essentials of a smile

First, we must combine the mouth, eyes, nose, and eyebrow muscles to achieve What a laugh. A smile from the heart will naturally mobilize the person's facial features; the eyes should be slightly narrowed and bright, the eyebrows should be raised and slightly curved, the nose should be open, the facial muscles should be tightened, the corners of the mouth should be upturned, and the lips should not show teeth. Only by touching your eyes, eyebrows, nose, muscles, and mouth can you be kind and touching and move people's hearts.

Second, the expression must be combined to show the temperament. When you smile, you should be full of energy and bright, and you should smile kindly and sweetly. This kind of smile, accompanied by poise and cultural accomplishment, can show your temperament. Smile lies in the fact that it is a smile on the face. "Han" gives people a sense of aftertaste, profoundness and tolerance. If you show your teeth or open your mouth to smile, your good temperament will be gone.

The three elements must be sound and emotional, and complement each other. Smile and beautiful language are often twin sisters. A sweet smile accompanied by polite language complements each other. If you smile but speak rudely and use rude language, your smile will lose its meaning; if you speak politely but have an expressionless face, it will make people doubt your sincerity. Only with strong voice, enthusiasm and sincerity can people understand and have the icing on the cake effect.

The fourth step is to be in harmony with the beauty of appearance and behavior, forming a perfect unified effect from the appearance.

2. What are some bad habits when sitting?

Bad habits mainly include:

(1) Curved back, hunched shoulders

(2) Slumped in a chair or leaning forward and backward, Swing your legs and cross your feet, with your feet straddling the armrests of a chair or sofa, or resting them on the coffee table.

(3) Lie with your upper body on a table, chair or on your lap.

(4) The feet are widely separated or in a figure-eight shape. Women should not cross their legs when sitting, but should keep their knees close together.

(5) Take off your shoes or rub them on the ground.

(6) Keep playing with things in your hands when sitting down, such as hair, rings, fingers, etc.

3. What are the basic principles of etiquette in interpersonal communication?

In modern social life, interpersonal communication should follow basic principles such as "respect", "compliance", "self-discipline" and "moderateness".

4. What are the commonly used greeting gifts in interpersonal communication?

The more popular ones in the world include hat-off ceremony, handshake ceremony, hand-raising ceremony, bowing ceremony, curtsy, hugging ceremony, kissing ceremony, cupping of hands, Namaste and so on. One of the most common greeting gifts is the handshake.

5. What are the rules for delivering business cards?

When participating in various formal activities, you should prepare business cards with you and put them in a special business card holder and put them in an easy-to-take-out pocket. When you need to deliver a business card, you should stand up, walk to the other party, look at the other party with a smile, and look at the other party with friendly eyes. Use both hands or right hand to face the business card to the other party, and deliver it respectfully, along with a verbal introduction and greeting. . If you are delivering your business cards to multiple people at the same time, you can deliver them in order from senior to humble or from near to far. Business cards should be delivered equally to all guests participating in the event in an independent capacity. They should not be given only to leaders and ladies, which would give people the feeling of competing for one and the other.

When delivering business cards, you should not introduce yourself while rummaging around for your own business card, or take out a stack of business cards and slowly rummage for your own business card, appearing absent-minded. Don't send random messages carelessly, especially if you send business cards to one person repeatedly.

6. What does the three greetings during the service process mean?

The so-called three greetings for customers means that service personnel must naturally do this when facing consumers at their workplace: greet them when they come, answer questions when they come, and greet them when they go. These three tones are the basic skills that every service personnel should have in civilized service.

7. What are the four things not to talk about?

There are four things that service staff should not say when facing consumers. These must be done.

Do not speak disrespectful language;

Do not speak unfriendly language;

Do not speak rude language;

Don’t speak the language of impatience.

8. How to provide high-quality service?

(1) Be dedicated. It means serving with all your heart and soul to the best of your ability.

(2) Do your best. Try your best to do what you can with practical actions.

(3) Strive for perfection. Strive to do things perfectly and strive for perfection within your ability.

(4) Strive for satisfaction. Whether the service is of high quality depends on whether consumers approve it or not. We must strive to satisfy consumers. 9. What is the normal interpersonal distance?

For staff, the normal interpersonal distance that they need to maintain between themselves and the service objects can be roughly divided into five types:

(1) Service Distance, when providing services directly to service objects, the service distance is preferably between 0.5 meters and 1.5 meters;

(2) Display distance, staff need to demonstrate the operation in front of the service objects, The tuxedo display distance should be between 1 meter and 3 meters.

(3) Guidance distance generally refers to the distance between staff members when they are leading the way for service recipients. The staff should march about 1.5 meters in front of and to the left of the service recipient.

(4) The standby distance refers specifically to the distance that the staff must keep from the service recipient when the service recipient has not yet called him or her to provide services. Under normal circumstances, it should be 3 meters away. As long as it is within sight of the client.

(5) Trust distance refers to a method used by staff to express their trust in the service recipients and to make the other party browse, consider, select or experience the service more attentively. Distance means moving away from the other person and disappearing from the other person's sight. When taking such a distance, two things must be avoided: first, do not hide nearby, as if you are secretly monitoring the client; second, do not leave and never return, so that the client cannot find anyone when he needs help from the service personnel. In addition to these five distances, staff should also understand the taboo distances between themselves at work, which are also the distances that should be avoided between the service recipients, that is, distances less than 0.5, without special reasons, are absolutely Not acceptable distance.

10. What do the service staff’s three tones and five tones refer to?

Service staff should use three languages ??well at work, namely: words of respect, words of greeting, and words of address.

The five tones at work refer to the sound of greeting guests when they arrive, the sound of greetings when meeting guests, the sound of thanks when receiving help, the sound of apology when troublesome guests are heard, and the sound of apology when guests leave. There was a sound of seeing off guests.

11. How do guest room staff achieve three kinds of lightness?

The guest room is where guests rest and should be kept quiet. Therefore, when working in the guest room area, room attendants must do three things lightly, that is, speak lightly, walk lightly, and operate lightly. For example: do not speak loudly or sing loudly in the guest room area; do not speak too loudly when answering or paging calls or shouting in the corridor; do not open and close doors too hard.

12. How do restaurant service staff perform diligent work?

Restaurant waiters must perform four diligences at work, namely diligence with eyes, diligence with mouth, diligence with hands and diligence with legs. The so-called diligence means that the waiter should keep an eye on all directions and listen to all directions to see what help the guests need; the so-called diligence means that the waiter should be polite and answer all questions; Foreign affairs means taking the initiative to do work; the so-called diligence means that waiters should move around their work areas frequently and meet the needs of guests in a timely manner.

After the guests get up from their meals, the waiters should see them off warmly. The closing work should be carried out after all the guests have left. Don't do it too hastily, otherwise it will be rude.

13. What are the common wrong gestures made by service staff?

Waiters should also prevent or correct the following common wrong gestures during the service process.

(1) Point and point.

Waiters are not allowed to point at others with their fingers, especially when talking to others. If you point at the other person's face, especially the tip of the other person's nose, it is even more disrespectful to the other person.

(2) Wave your hands casually. When receiving service recipients, do not wave to them casually. The general meaning of waving is to reject others, and sometimes it also means to be extremely impatient.

(3) Fold your arms. Cross your arms and hold them in front of yourself. This posture often implies self-admiration. If the service staff behaves like this in front of the service recipients, it will naturally make people feel unhappy.

(4) Wrap your head with both hands. Doing this while serving others can come across as arrogant.

(5) Fiddle with your fingers. Repeatedly twiddling your fingers can give people a sense of hysteria.

(6) Put your hands in your pockets. If you put one or both hands in your pocket at work, it will give people the impression that you are taking a break from your busy work and that you are not working to your best ability.

(7) To show off one’s head. Arrange your clothes or dress yourself at work.

14. How do service personnel enter and exit the elevator?

When service personnel work in high-rise buildings, they inevitably need to use elevators frequently. Generally speaking, you should pay attention to four aspects when using an elevator:

(1) Use a dedicated elevator.

If our unit makes clear regulations, we must consciously abide by them. Service personnel should not use the same elevator together with service recipients.

(2) Remember first out, first in.

The general rule when taking an elevator is: people outside can only go in after the people inside have come out. Otherwise, if there are too many people entering and exiting the elevator, chaos will occur.

(3) Take good care of the service recipients.

When service staff meet someone they do not know when taking the elevator, they should treat them politely and ask them to come in first out. If you are responsible for accompanying the other party, there are special requirements when taking the elevator. When taking an unmanned elevator, the service personnel must go in and out by themselves in order to control the elevator. When taking a manned elevator, service personnel should enter and exit later.

(4) Respect the passengers around you.

When entering or exiting the elevator, you should generally walk sideways to avoid bumping into or stepping on others. After entering the elevator, stand inside. If there are many people, it is best to face inwards or sideways towards others. Before getting off the elevator, be prepared and move to the elevator door in advance. 15. What details should you pay attention to when entering and exiting the door?

When entering or leaving the room, you should pay attention to the following details:

(1) Be informed first

When entering or exiting the room, especially when entering the room Before entering the room, you must knock on the door and ring the bell to inform the people in the room.

(2) Open and close the door with your hands

When entering or leaving the room, be sure to open or close the door with your hands. When opening and closing the door, you must push your elbows, arch your knees, hit your buttocks, kick with your toes, push with your heels, etc. These bad practices are absolutely prohibited for service staff.

(3) Face others

When entering and exiting a room, especially when entering or exiting a smaller room and there are familiar people in the room, it is best to use your backhand Close the door and open it with your backhand, and always face the other person and not your back.

(4) Last in and out last

When entering and leaving the room with others, in order to show respect for others, the service staff should generally enter the door last and leave the door last, and please The other party goes in first and goes out first.

(5) Hold the door open for others

Sometimes, when accompanying others to guide them, the service staff is also obliged to hold the door open for them when entering or leaving the room.

16. What is the correct way for a waiter to raise his hand in greeting?

Raising hands is mostly used by service personnel to express greetings, salutes and thanks to service recipients. It can be done silently or accompanied by relevant words. When the service staff is busy, you can immediately eliminate the other party's feeling of being left out.

According to etiquette norms, the correct way for service personnel to raise their hands in greeting includes the following requirements:

(1) Facing the other party

When raising hands to greet the other party, the whole body should be upright and facing the other party, at least the upper body and heads should be facing each other. While looking at the other person, smile.

(2) Stretch your arms upward

When greeting, your arms should be stretched out from bottom to top to the side. The arms can be slightly bent or fully extended.

(3) Palms facing outward

When greeting, the palms should face outward, that is, facing the other person, with the fingertips pointing upward. Never forget to open your palms.

(4) Don’t move around

Raise your hands in greeting, and stretch your arms gently from bottom to top, rather than from top to bottom or back and forth to the left and right. swing.

17. What should you pay attention to when waving goodbye?

Waving goodbye is a common gesture used by service staff and service recipients to say goodbye. When using this gesture, you should pay attention to the following five points:

(1) Stand up straight and try not to walk around, run around, and don't shake your body.

(2) Look at the other person and no matter how standard your gestures are, if you don’t look at the person you are saying goodbye to, the other person will interpret it as “arrogant”.

(3) Stretch your arms forward

When saying goodbye, you can use your right hand or both hands. But make your arms go up as hard as you can, stretch them forward, and your fingertips must be pointed upward. Don't stretch your arms too low or bend them too much.

(4) Palms facing outward

When making this gesture, be sure to keep your palms facing outward. It is very rude to do otherwise.

(5) Wave left and right

When waving goodbye, wave your arms gently to the left and right sides, and try not to swing up and down. When saying goodbye with both hands, you should wave your hands back and forth from the outside to the inside at the same time.

18. How to use polite language correctly?

In interpersonal communication, the use of polite expressions has become a symbol of the beauty of language. People generally turn polite expressions into conscious behaviors. Some people have compiled commonly used polite expressions into jingles:

When you meet for the first time, you say "I've been with you for a long time". When you see someone else, you use "visit".

If you don't send someone off, you use "keep". When the other party writes a letter, it's called "Huishu".

When you ask for help, you say "excuse me." When you ask for convenience, you say "borrow money."

Asking for guidance is called asking for advice, asking for advice is called asking for advice,

praising someone’s opinions is called giving advice, returning the original thing is called giving back,

welcoming the purchase is called patronizing, The old man's age is said to be longevity,

when guests come, it is used to come, to leave in the middle is to excuse oneself,

to give a work is to be corrected, to wait for a guest, to be respectful,

to ask for forgiveness. To say excuse me, if others say "excuse me, please",

Long time no see, "Long time no see", to ask someone to do something, "please",

To say farewell to someone, to ask someone for an answer, "please ask",

To give a gift, use xiaina, and to express gratitude, use duxie. 19. What are the taboos in service terms?

Service staff are prohibited from using service taboo words. Service taboo words usually refer to taboo words in the service industry, that is, certain words that service personnel should not use when serving others and should try to avoid using them. From the perspective of improving service quality, there is no need to use taboo service words. It requires the majority of service personnel to learn etiquette, improve their literacy, and maintain the image of the company and themselves.

(1) Disrespectful words are prohibited

During the service process, any language that lacks respect for the service recipients shall not be used by service personnel. Under normal circumstances, disrespectful words may violate the personal taboos of the client, especially taboos related to their physical condition and health conditions.

(2) No unfriendly words

Under any circumstances, service staff are absolutely not allowed to use unfriendly or even hostile language towards service recipients. Using unfriendly words to treat service recipients at work is not only against professional ethics, but may also create the impression of causing trouble over nothing, or even further escalate the matter.

(3) It is forbidden to say impatient words

Service staff must do their jobs well at their jobs and improve their service quality, and they must show their attitude when receiving service recipients. Due enthusiasm and enough patience. We must strive to: answer all questions and answer them with all our heart; never get tired of asking a hundred questions and never get tired of answering a hundred questions; be consistent regardless of the object. If you use impatient words, no matter what the reason is, it is a foul.

20. How to answer the phone appropriately?

Etiquette for answering the phone:

(1) As soon as the phone rings, you should immediately put down other work and answer the phone in time. There is a saying that when you answer the phone, it rings no more than three times, which means it is better to answer the phone within three rings. In work and life, we should pay attention to observing this practice and not deliberately procrastinate.

(2) After picking up the phone, take the initiative to say hello and introduce yourself to your home address. Greeting the other party is a polite gesture; announcing your home address is to allow the other party to verify whether they have dialed the wrong number or contacted the wrong person.

(3) When answering the phone, respond positively and have a warm and friendly attitude. Do not be pretentious and ignore the other person. Be attentive and don't be distracted or half-hearted. At the end of the phone call, take the initiative to say "goodbye" and be polite and courteous. When answering the phone, if you encounter important content, take notes carefully.

(4) If the other party finds the wrong phone number, explain it patiently to the other party, and do not be impatient or even use bad words. If the call is interrupted during a call, wait for the other party to call again. Do not stay away from the phone or blame the other party.

(5) When you are meeting with an important guest or someone calls during a meeting, you should explain the situation to the other party, apologize and make an appointment, and take the initiative to call. Once you make an appointment to call the other party, you must keep the appointment.

(6) According to the convention of telephone etiquette, the caller generally has to hang up the phone. When the other party has not hung up the call, the party answering the call should not hang up on its own initiative. Especially when talking to a distinguished person or lady, be sure to wait for the other person to hang up the phone to show respect for the other person.