What Are The Etiquette Rules For Hotel Reception?

(a) Introduction:

The front office staff are the vanguard units of the hotel, and are often the first contact employees of the hotel guests. Therefore, the front office staff are constantly monitoring and vigilant in appearance and politeness, and every move of the staff represents the image and reputation of the hotel. More because the front office staff is often the attention of the environment, guests can often see the management level of the hotel from the operation of the front office staff.

　　 (two) Appearance :

Uniforms should be completely clean and fit. No dirty or wrinkled clothes should be worn.

Hair: male: not greasy and scalp, and not too long (the length required by the hotel).

Female: hair clean and neat, long hair should be tied up, not to wear too exaggerated hair accessories, only light and generous hair accessories, hair can not cover up the eyes or face.

Face: male: no beard, face should be refreshing and pleasant.

Female: do not apply too much rouge water powder, only a little modification, gently sweep the eyebrows, lightly smear lipstick, lightly rub the rouge.

Hand: male: no fingernails should be left, nails should be clean, and dirt should not be stored in fingernails.

Female: do not leave too long nails, not red nail polish. Nail polish can only be used in light color.

Feet: men: clean shoes and socks and shoes should be polished every day before going to work.

Female: clean shoes and socks. No colored socks should be worn. The stockings should be worn in the hotel. Shoes should be polished every day before going to work.

Smell: male: keep the body fresh and smell fresh.

Female: no strong perfume (perfume).

　　 (three) politeness :

1. at work, often with a natural smile, showing a friendly attitude, can make guests feel easy to approach.

2. do not make small gestures (always mature and steady), yawn to cover the mouth, do not make itching, digging nose, picking ears, pick teeth and other indecent movements.

3. no chewing gum, smoking and eating should be chewed at work.

4. we should not be suspicious of our guests. We should serve our guests patiently.

5. when dealing with the work of the counter documents, we should also pay attention to the surrounding environment from time to time, so as to prevent the guests from standing at the counter for a while.

6. when the guests came to the counter, they immediately put down the documents being processed, politely asked for peace, showed a professionally trained manner, competent and capable of serving their guests.

7., listen carefully to the guests' questions and not interrupt them at will. Guest And then make a clear answer, so as to avoid answering questions. If you don't know how to answer questions, you should say, "just a moment, I'll check to answer your questions."

8. don't make fun of guests if they are unprofessional or unpopular.

9. the efficiency of the counter staff is fast and accurate.

10., do not show lazy mood, stand upright, do not swing the body, do not lean against the wall or cupboard, stand or squatting on the ground.

11. in addition to the matters that should be answered at work, we must not discuss private matters with each other, nor argue with others.

12. it is not allowed to use private telephone counter for personal use. In case of emergency, you may request your boss to use a telephone in the background.

13. use appropriate words, do not offend the guest, do not need to flatter, be gentle, not too big or too small, and clearly express what you want to say.

14. do not read newspapers or books while working.

15. when you walk, you must not run. You should be quick and silent.

16. remember the guest's surname as much as possible, and call the guest "Mr. X / miss / madam, Hello!" when you meet.

17. if the guest's inquiry is beyond his or her power or competence, the guest should take the initiative to make the contact with the guest, but may not take the "unknown" answer or even ignore it.

For more information, please pay attention to the world clothing shoes and hats and Internet cafes.