Hotel The importance of image etiquette The importance of service quality

Original: Li Sheng

1. Smile

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


Counter Requirements

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

Male Staff

Male staff

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

Female employee

female staff

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


This shows

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


General etiquette

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

Handshake Time

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

When bowing

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

In company

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


Basic civilization

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

early morning

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

"Pleaseuh, please..."

If necessary

This language should be used when allowing guests to check in or perform other procedures

"Sorry, sorry..."

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


Common Language

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

Language: "Hi!"

"Good morning!", "Welcome", etc.

How to deal with it: smile, shake hands, or bow

2. Ask for guest's name

Language used:

"Excuse me, you..." "Excuse me, what's your last name? Who are you looking for?" etc.

Processing method:

Visitor name must be verified

If you receive a business card from a guest, you must repeat that you are Mr. × Company"

3. Solution

Language used:

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

Processing method:

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

4. Lead

Language used:

"Please wait in conference room

Mr. ×× coming soon", "Here please", etc.

Processing method:

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.;

Processing method:

Keep tea set clean, lay it down lightly, and leave after greeting

6. Wires

Language used:

"See you again", "See you" or "See you later"

"Thank you very much", etc.

Processing method:

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

Know it

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

At hotel

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

Hotel worker

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

It's simple

Communicate content of meeting. Then start the meeting again