Original: Li Sheng
People meet people
The first impression is often formed in first few seconds
Instead of changing it
It takes a lot of hard work
Good first impression
By appearance and conversation of people
But more importantly, it depends on its expression
This is expression that can make best impression on people
Increase friendliness, communication and joyful expression
The person who smiles at you
This should reflect his enthusiasm
Development and its charm to win people's trust and respect
Four points in a smile
Muscles of mouth, eyes, nose and eyebrows must be combined to create a real smile
Smile from bottom of your heart
It naturally engages five senses
Slightly narrowing his eyes and raising his eyebrows
The nose is open, muscles of face are closed, corners of mouth are raised
You must combine your expressions and show your temperament
When you smile, you should be full of energy, radiant, kind and sweet
Sound and emotion should complement each other
Only sound and emotions, your enthusiasm
Others can only understand sincerity. And that will be icing on cake
To be in harmony with beauty of appearance and manners
From appearance to perfect single effect
The corners of mouth should be raised, muscles of cheeks should be raised
Smiling can't just start with expansion of movements
And first of all, you must have a sincere attitude, heart and mood
Get up early in morning and have a full breakfast
Time needed to commute to work
Every day you get up 5 minutes earlier to check your appearance
If you check
Can make you
One day of work boosts self-confidence
It can also help others feel relaxed and happy
The following items should be noted in terms of tools
Short hair, keep your hair clean and tidy
Energetic and smiling
Shirts and suits are neat and clean
Suit pockets must not contain items
It is not recommended to hang a keychain around your waist
Conforms to "three-color principle"
The color of whole body should not be more than three
"Three laws about costumes"
Shoes, belt and briefcase must be same color
Three mistakes suit
The logo on sleeve is not removable, wearing a jacket
Put on a shirt and tie
White socks and nylon stockings with suit
The following items should be noted in terms of tools
Maintain good manners at work
Pay attention to your posture
It's not just about self-respect and respect for others
It can also reflect Ping An's attitude and sense of responsibility
Correct posture - look up and forward
Chest is straight, shoulders are straight, arms are naturally lowered
Touch your belly, keep your feet together and stand up straight with your toes bent in a V shape
Shift your weight between your legs
You can also spread your legs, slightly narrower than your shoulders
Join your hands in front of your stomach or behind it
Requirements for morning meeting
In addition to maintaining correct stance
The feet of male staff are separated, slightly narrower than shoulders
put your hands behind your back
The legs of female staff are close together, and toes are V-shaped
Join hands in front of stomach
In everyday life
Most commonly used etiquette rules: handshake, bow and salute
Shaking hands is part of everyday work
One of most commonly used rules of etiquette
You know basic rules of a handshake
When shaking hands
The order of reference is superior.
First master, first elder, then woman
Typically, 2.3 to 4.5 seconds is appropriate
The strength of handshake should not be too strong or weak
Look at each other and smile
Bow to show respect, reverence
General etiquette for expressing gratitude
Thank you from bottom of my heart
The idea of respect that is expressed in action
Make a sincere and true impression on other side
When I go to work in morning
Everyone should greet each other when they meet
Good start to day
Everything should start when you say hello and greet each other
Employees greet each other when they meet in morning. Good morning!
"Good morning!" Wait.....until 10am
When you leave, you should greet other people in department or room
When you greet a guest as you leave your home, you should take initiative to say hello with a smile on your face
When you leave work, you should also greet each other before leaving
See you tomorrow, goodbye, bye bye
When guests come to visit or meet strangers
You should use civilized and polite language. "Hello" or "Hello"
Meet for first time
Or when you meet for first time in a day
Up to ten o'clock
You can use phrase "Good morning"
"Good morning", etc., otherwise use "hello" or "hello"
"Welcome" or "Hello"
Used by front desk staff when they see guests arriving
"Excuse me, can I ask..."
Use when waiting for guests, be gentle and polite
"Make you wait"
No matter how long guest waits, you must apologize to guest
This language should be used when allowing guests to check in or perform other procedures
When to interrupt a guest
Use when other people are talking
Pay attention to gentle tone, volume should be light
"Thank you" or "Thank you very much"
Thank you for your help and support
"Goodbye" or "Welcome again"
Used when guests say goodbye or leave safely
In everyday work
Have you noticed any of following languages?
1. Please 2. Sorry
3. Sorry. 4. Sorry.
5. Sorry 6. Ok
7, yes 8, clear
9.You are 10, Mr. or Miss X
11. X manager or director 12. Your company
13. XX father or mother (known as parents of others)
14. Hello 15. Welcome
16. Sorry... 17. What?
18. Please wait (wait) 19. Sorry...
20, it's okay 21, please
22. Nice to meet (you)
23, please tell me 24, thanks
25 please take care of me 26 please
27. Thank you very much (thank you)
28, goodbye (goodbye)
6. Telephone etiquette
In everyday work
The language you use on phone is critical
This directly affects company's reputation
In everyday life
People can roughly judge each other's character over phone
Choose correct one
It's important to treat people with courtesy
Sounds like an easy call
Speak into microphone
I think it's as easy as talking in person
In fact, this is not case. It is very important to call
The Four Keys to Answering Phone
The phone rings and is removed within 3 beeps.
In addition to phone, prepare a pen and paper for writing
Confirm recorded time
Important things like places, objects and events
Fourthly, tell other person your name
When answering a call
Basic aspects of terminology
1. Tell me your name:
"Hello Hotel╳╳Department╳╳╳" (direct line)
"Hello ╳╳ Department ╳╳╳" (Optional)
If you can use "good morning" before 10:00
2. When phone rings and responds to sound
"I made you wait, I ╳╳部╳╳╳"
3. Pick up phone within 3 rings
4. Prepare paper and pen for writing on phone
5. When answering a call, do not use "Hi-" to answer
6. The volume is moderate, not too high;
7. The specific elements of communication must be confirmed by other party
8. If guest wants to express gratitude
Must reply "Thank you for your attention
", etc., or answer "yes", "ok", "clear", "understand", etc.
9. Didn't hear if I should say "please repeat again"
10. Confirm time and place
If rumors are subject and cause, record time of call and person who left message and respond as follows:
"I understand", "Please rest assured...", "I'll be sure to pass it along", "Thank you", "Goodbye", etc.;
11. After caller hangs up, gently put it back on phone
Key points of answering a phone call
1. Record carefully
2. Use polite language
3. Speak on phone briefly and clearly
4. Pay attention to important words such as time, place, reason and number
5. This should be avoided on phone
Using technical terms or abbreviations that other party does not understand
6. Be careful not to speak too fast
7. Wrong call
Reply politely and ask other party to verify phone number
Key Moments for Calls
1. Consider call time
Does other side have time or convenience?
2. Pay attention to verifying phone number of other party
Department, name to avoid erroneous calls
3. Prepare necessary materials and documents
4. The content of speech should be streamlined, short and clear
5. Pay attention to call time, it should not be too long
6. Use polite language
7. External noises or whispers cannot be transmitted to phone
8. Avoid personal calls
When talking on phone, if line is disconnected
In event of an interruption, etc., caller must dial number again
07 General procedures
When guests are away
You also need to pay attention to following points upon receipt
1. When guests arrive
"Good morning!", "Welcome", etc.
How to deal with it: smile, shake hands, or bow
2. Ask for guest's name
"Excuse me, you..." "Excuse me, what's your last name? Who are you looking for?" etc.
Visitor name must be verified
If you receive a business card from a guest, you must repeat that you are Mr. × Company"
In presence: tell guests "please wait";
Away: "Sorry, he just went away on business,
Can you find someone else or do you need to leave a message? "etc
Contact person guest is looking for as soon as possible
If person guest is looking for is missingavailable
Ask guest if they'd like to leave a message or pass it on and make a note
"Please wait in conference room
Mr. ×× coming soon", "Here please", etc.
To left of guest 2
Lead forward 3 steps forward, let guests walk in middle of road
5. Send tea
Language used: "Please", "Please use slowly", etc.;
Keep tea set clean, lay it down lightly, and leave after greeting
"See you again", "See you" or "See you later"
"Thank you very much", etc.
Express respect and gratitude to guest
Wave or bow when you say goodbye
7. After meeting person being interviewed
You should stand up (at first meeting, hand over a business card) greeting
8. If you meet interviewee's boss
You must take initiative to stand up (hand over your business card) for a greeting and conversation will start again
9. The meeting must end as early as possible before scheduled time.
10. As you leave, greet and say goodbye to interviewee.
11. During meeting, be careful not to speak or speak too loudly.
08 Office Etiquette
At company's office
When receiving guests and business negotiations
In many cases following etiquette is required
This will make your work more convenient and smooth
Clients also feel at home
1. When you walk ahead in hallway:
A. You have to walk 2 or 3 steps in front of customer on left
B. The guide walks on left side of corridor and guests walk in middle of road
C. Keep up with guests
D. Pay attention to guests as you lead and introduce them appropriately
2. Ahead in stairwell
Let guests go in right direction
(right), go left
3. Pay attention to guide and remind guests on way
Gestures should be used when turning or where there are stairs
And remind guests to "this way please" or "watch stairs", etc.
09 take elevator
We can say that elevator is a common equipment in hotel
Hotel staff should also be careful when entering and exiting elevator
1. When there is no one in elevator
A. In front of guests
Enter elevator and press "open" button
At this time, enter elevator again
B. If you come to lobby, press and hold "ON" button and ask guests to log in first
2. When there are people in elevator
Whether you're on rise or not, you must prioritize clients and bosses.your
3. Inside elevator
A. Those who enter elevator first should stand at back
In order not to interfere with others using elevator
B. Don't make noise or laugh in elevator
C. When there are many people in elevator
Standing outside elevator door
10 Details of hotel office
In office, it should be noted that
1. Enter someone else's office
Before you enter, you need to knock on door.
Door open or not
Greeting first, e.g. "Hi"
"Sorry" and other words, then type
2. Send message
Don't whisper while talking
You should use notepad to send messages
When sending a message to a guest
Don't talk about it directly
Instead, tell guests about main thing.
Direct contact between guest and interlocutor.
When exiting, greet and exit in order of boss and guest
3. When boss comes during meeting
Got to stand up and introduce boss to guests
Communicate content of meeting. Then start the meeting again