learn to speak, learn etiquette

Chapter 35 Understanding Business Service Etiquette (8)
For the problems reflected in the guest's complaint, it is necessary to inquire in detail and record it face to face to show solemnity.

If you can answer or solve it on the spot, don't be ambiguous or intentionally procrastinate. You can provide multiple ways to solve the problem within your own scope of authority for the customer to choose for reference.If it cannot be solved for a while, or if it exceeds the scope of your own authority, don't try to shirk, but take measures, either report to the supervisor in charge, or notify the relevant departments to take effective measures in a timely manner.In the meantime, we should continue to collect information feedback during the problem-solving process, and try to notify the complaining guests.After the problem is solved, you should also get in touch with the guest in time, and ask for further opinions at the same time to show respect.

([-]) Service requirements of the business center
The business center located in the front hall is a modern office facility provided to meet the needs of guests for business work.

Business center services, in addition to following the general provisions of service etiquette, should also be done in terms of polite service:
Pay attention to personal appearance
Enthusiasm and initiative
Serious work, pay attention to efficiency

Pay attention to personal appearance
In the workplace, the appearance should be neat, dignified, and generous.During working hours, you should be full of energy and concentrate. In front of customers, you should pay attention to your sitting, standing and walking postures, which must meet the requirements of the relevant regulations in the hotel staff code.

Enthusiasm and initiative
To receive customers enthusiastically, greet with a smile, respect the wishes of customers, do not be careless to customers, ignore them, and show indifference, especially for some customers with special requirements, do not be impatient express.When receiving several customers at the same time, they should be accepted one by one in order, and greet everyone at the same time, so that they will not feel left out.Be busy but not chaotic, be organized, pay attention to professional ethics, pay attention to reputation, ensure quality, charge according to regulations, and keep confidentiality on behalf of customers.The office of the business center is not only a service place, but also a place to receive customers. The environment must be clean and tidy, and the overall layout is orderly, so that customers have a sense of comfort, convenience and trust.

Serious work, pay attention to efficiency

To undertake telex, fax, typing, photocopying, translation, express delivery and other business, we must be accurate, fast, careful and thoughtful, and prevent mistakes.

If the customer is dissatisfied with the service, the clerk of the business center should explain it patiently and should not ignore it.When explaining, you should speak with a modest attitude and a tactful tone. When explaining, you must patiently state the whole story of the matter, and it should not be transformed into an argument with the customer.

Service personnel in the business center are not allowed to use the convenience of work for personal gain, and do not exchange or arbitrage foreign currency with foreign customers in order to maintain personality and national dignity.

([-]) Service requirements for elevator attendants

The job of the elevator attendant is to greet and see off the guests on the floors where the elevator stops, and to open the elevator for the guests.

When the elevator stops at the floor to welcome guests, the elevator attendant should stand outside the door, put his feet together, hold his fingers in front of his abdomen, smile on his face, and always pay attention to whether there are guests coming to take the elevator.Seeing the guests coming, the elevator attendant should enter the elevator first, stand sideways facing the elevator door, press the elevator door with one hand, signal with the other hand, and say: "Hello, please come in!" After the guest enters the elevator, he should ask: " Excuse me, which floor are you on?" When you are about to close the elevator, if you find that there are guests rushing to take the elevator, you should wait patiently.When closing the elevator, attention should be paid to the safety of the guests, and the door should be closed and started after the guests have fully entered and stood firmly.During operation, each floor must be reported in advance to prevent guests from dropping off by mistake.When the elevator reaches the stop floor, you must raise your hand to indicate that the door can only be opened after the elevator stops completely.When the elevator is full but there are still guests waiting, the elevator attendant should politely apologize: "I'm sorry, it's full, please (you) wait." I kept you waiting for a long time, please come in!" When the guests leave the elevator, the elevator attendant should smile and say goodbye, "Please go slowly", nod and watch the guests off.

etiquette experts remind you

Elevator attendants should pay attention to the reception of some special guests and the handling of special situations.

When receiving the old, weak, sick and disabled, they should take the initiative to help them enter and exit the elevator, and remind them to stand firm when the elevator starts and stops; for children, guests should be kindly discouraged from using the elevator control switch without authorization to prevent accidents; The operation is safe, and you should be responsible for escorting you out of the elevator after you arrive; when the elevator stops halfway or the door cannot be opened due to a malfunction, the elevator attendant should comfort the guest and contact the switchboard for help by phone, and do not dispute with the guest.

([-]) Baggage service requirements
Luggage service includes luggage service when the guest comes to the hotel and luggage service when the guest leaves the hotel.

When guests come to the hotel

Take the initiative to welcome the guests, ask the guests to count the number of luggage and check whether the luggage is damaged, and then.Lead the guests to the front desk.When guiding, you should walk in front of the guest on the left, two or three steps away, follow the footsteps of the guest, and turn around to greet the guest at corners or when there are many people.In addition, you must be careful when handling luggage, not using too much force, let alone kicking the guest's luggage with your feet.

When the guest checks in, he should stand on the side of the front desk with his hands behind his back (about 4 meters away from the front desk), keep his eyes on the receptionist, and take the initiative to take the room from the receptionist after the guest completes the formalities Handle the keys, help the guests carry their luggage, and lead them to the room. On the way, greet the guests enthusiastically and introduce the hotel services and facilities to the guests.If you take the elevator, you must first ask the guests to get in and out of the elevator.

Before entering the room, you must first ring the doorbell and then knock on the door. If there is no response in the room, use the key to open the door.After entering the room, turn on the main switch first, retreat to the side of the door, and invite the guests to come in first.Put the luggage on the luggage rack or put it away according to the instructions of the guests, and then introduce the facilities in the room and how to use them. The introduction should be concise and focused.Finally, ask if there is any order, if not, say goodbye, wish the guest a happy stay in the store, leave quickly, and close the door gently.

when guests leave the hotel

When guests leave the hotel with their luggage, they should take the initiative to provide services.

When receiving a call to go to the guest room to pick up the luggage for the guest who left the hotel, you should ask the room number and rush to the guest room.Before entering the room, you must ring the doorbell and then knock on the door, and help the guests to check their luggage before leaving the room.

After arriving at the lobby, you must first go to the cashier to confirm whether the guest has settled the bill. If the guest has not settled the bill, you should politely tell the guest the location of the cashier and remind the guest to return the room key.When sending the guest away from the hotel, ask the guest to check the luggage and load it into the car again, say goodbye to the guest, and wish the guest a pleasant journey.

Room Service
The room department is one of the important departments of restaurants (hotels, guesthouses), mainly providing guests with comfortable and clean rooms, as well as excellent service and security.Room service undertakes most of the daily life services of guests, and is the core content of hotel (hotel, guesthouse) service.Room attendants are in direct contact with guests, and their every move and every word will have a deep impression in the minds of guests, and thus judge the quality of service and management level of restaurants (hotels, guesthouses).Therefore, room service personnel should treat guests in a civilized manner, master the courtesy and etiquette in room service, provide warm and thoughtful services to guests according to the etiquette norms, and win praise for restaurants (hotels, guesthouses).

Personnel involved in room service, mainly floor receptionists and room attendants.The good quality of room staff is the premise of doing a good job in room service etiquette. The main requirements for their quality are as follows:

Honest and good quality
Strong sense of responsibility and good at cooperation

Good health and high work efficiency

Honest and good quality
Many of the work of the guest room department are operated independently. If the ideology is unhealthy, the pursuit of material desires, and the test cannot stand, it is impossible to do a good job in room service.

When the room attendant is on duty, he should consciously follow the relevant regulations of the hotel, do not make private phone calls, do not chat with his companions, do not read books, newspapers, letters, documents and other materials of the guests, and do not randomly rummage through the drawers and clothes used by the guests in the name of tidying up the room. closet, or try on guests’ clothes, shoes and hats out of curiosity.Do not watch TV or listen to the radio in the guest's room, do not take a bath in the bathroom of the guest room, do not take the guest's food to taste, etc.These are the basic common sense of service work, and they are also the iron discipline in the work of the room department. The staff of the room department should implement them with a high degree of consciousness.

Strong sense of responsibility and good at cooperation

The service work of the room department is different from many departments. More often, it is labor-intensive and has less time to deal with guests directly, which means that there are fewer opportunities to show up.This requires the staff of the room department to have a down-to-earth and hard-working spirit. In the large amount of trivial work to be done every day, they can have a good psychological quality, do not blindly compare, and engage in their own work with a high sense of responsibility.

Many hotels, in accordance with the service etiquette regulations, require two people to go together and help each other when cleaning the guest rooms.This requires the staff of the guest room department to have the ability to focus on themselves and to cooperate well with colleagues. With their own efforts, they can create a small-scale internal work scene with harmonious coexistence, clear division of labor, tacit cooperation, and a happy mood, so as to improve efficiency and benefit their own work. The successful completion of the work.

Good health and high work efficiency

The tasks of the room service work are relatively complicated, require a lot of physical energy, and require high standards from the guests. Therefore, it is very important to have a quick response, abundant energy and strong hands-on ability.

The guest's requirement for the guest room is comfort, cleanliness, and safety. To be comfortable and tidy, the first thing is to do a good job in cleaning and sanitation.The sanitation of the room and bathroom is the most basic requirement of the guests for the guest rooms, and it is also the most picky and the most particular about the guests.Guest rooms must be free from insects, water stains, rust, and odors; floors and walls must be free of dust and debris; lamps and electrical equipment, mirrors, floors, and sanitary equipment must be bright and clean; sanitary equipment must be disinfected daily; Bed sheets, pillowcases and other bedding must be replaced in time according to the specified time; the interior decoration of the room should be elegant and harmonious; the hotel items should be placed neatly and uniformly according to the specifications;Blankets, pillows, and quilts are placed uniformly, the four corners of the quilt are neat, there is no sense of collapse in the appearance, and the mouth of the pillow faces inward.

Western-style bedding should have the three fold lines of the bed sheet, quilt, and blanket coincide, the bed cover should be flat, the corners should be neat, and the corners should be tightly wrapped without wrinkles.A clean and standard room is the material support for polite service.Neglecting this guest's basic needs for the room, other etiquette is out of the question.To ensure that the guest rooms can meet the standard of comfort and cleanliness, the staff of the room department are required to make great efforts to improve work efficiency in hard work, otherwise it is impossible to be competent for this job.

It is precisely because of the hard work and professionalism of the staff in the room department that the service attitude, service skills, service methods, and service efficiency can be implemented with high standards, thus ensuring the satisfaction of guests and the normal operation of the hotel.

([-]) Room welcome and drop-off

Greeting and seeing off guests is the daily work of the customer service staff, and we must pay attention to etiquette and etiquette to make guests feel at home.

Room pick-up service

Welcome
see off guests
VIP reception
Welcome
Before the guests arrive, they should understand the guest situation, arrange the room, check the equipment and supplies, and adjust the air and temperature of the guest room.

When the guest walks out of the elevator room, he should go up immediately and give a welcome speech.Please show the room card, take the room card with both hands, carefully check the room number and the length of stay, return it to the guest with both hands after confirmation, and thank you.Then lead the guests into the room, walk two or three steps in front of the left of the guests when leading, and turn around to signal when encountering a turning.On the way, you can introduce the hotel's facilities and services to the guests.After opening the door, you should stand opposite the guests, and extend your hand to the guests to signal that the guests should come in first.After entering the room, you should deliver tea and hand towels to the guests in a standardized manner, and introduce the facilities in the room. Note that the introduction should be brief and use gestures as little as possible.When the guest has nothing to say, take one or two steps back, then turn around, walk to the door, turn around to signal to the guest, and close the door gently.

see off guests
Master the exact time when the guests leave the hotel and the number of vehicles and flights they take.Carefully check the last chargeable matters and get them done as soon as possible.Check the bills, such as laundry, drink list, long-distance charges, etc., clear them and transfer them to the main station quickly to avoid delays and mistakes.Take the initiative to ask the guests what needs they have before leaving, and remind the guests to check their belongings and not leave them in the room.

When guests leave the floor, they should take the initiative to deliver their luggage to the elevator entrance, call the elevator, bid farewell politely, and see them off.Those who are old, weak, sick, or disabled should take the initiative to help them and send them to the gate or to the car.

VIP reception
Know the names of VIPs and accompanying persons, arrival and departure time, room numbers, customs, religious beliefs and special requirements.According to the layout requirements of the superior, notify the relevant departments to prepare various items and gifts: such as flower baskets (bouquets), fruits (snacks), cosmetics, pajamas, high-end slippers, letter paper with the guest's name printed in bronzing, envelopes and special bags and Hotel general manager business card and welcome card.Clean the room comprehensively, and arrange the room according to the reception specifications and requirements.

etiquette experts remind you

Receiving VIPs should open the door 10 minutes in advance. Relevant personnel will welcome the VIPs at the entrance of the hotel lobby and the elevator hall on the floor, accompany them into the room, and offer tea to the guests in the room to give a welcome speech.

([-]) Housekeeping, meal delivery and laundry services

Tidying up guest rooms, delivering meals and doing laundry are important parts of the work of customer service staff, and they must pay attention to etiquette and etiquette.

Make up the room
Before cleaning the room, you should understand and verify the condition of the room, and arrange the cleaning order reasonably.The cleaning order of the general guest rooms is: first, the guest rooms with the "please clean immediately" sign; second, the guest rooms instructed by the receptionist or the foreman to clean; third, the VIP rooms; fourth, the guest rooms; fifth, the guest rooms ; Sixth, long-stay rooms; seventh, vacant rooms.

Before entering the room, you must knock on the door and get permission before entering.When knocking on the door, you should tap three times first, and then report to the room attendant. If there is no answer in the room after three or four seconds, tap three times again and sign up.If there is still no answer after repeating three times, you can slowly open the door with the key.When knocking on the door, do not peep in through the crack of the door or the door mirror, and do not put your ear to the door to listen.

After entering the room, the door should be fully opened whether the guest is present or not.If the guest is in the room, immediately and politely identify the guest and ask if the room can be cleaned.If you find the guest in the bathroom, sleeping or changing clothes after entering the room, apologize immediately, exit the room and close the door.

During the sorting process, if the guest asks a question, you should politely look at the guest and answer.If you encounter a visitor, you should take the initiative to ask whether to continue to organize.If the guest comes back from the outside, please politely ask the guest to show the room key or room card, check and confirm and ask if you can clean up later, if you can continue, clean up as soon as possible so that the guest can rest.

etiquette experts remind you

After finishing the guest room, you should take the initiative to ask the guest if they need other services, thank the guest, then exit the room and close the door gently.

For guest rooms with "Do Not Disturb" signs, do not disturb them for the time being.If the customer has not removed the sign at 12:2 noon, he can call the customer for advice.If the guest does not agree to the cleaning, a record must be made.If the guest has not removed the sign at 4 p.m., he can call again to ask for advice. If the guest still disagrees with the cleaning, he must explain the situation to the guest, report to the foreman and supervisor, and make a record.If the guest has not removed the sign before [-]:[-] p.m., he can ask for advice one last time. If he still does not agree, he must explain to the guest that he can only clean it the next day, and make a record.

Delivery
Knock on the door first, identify yourself, and wait for the guest to open the door.

Solicit the opinions of the guests, place the tray or dining car, then uncover the cover of the plates, report the names of the dishes one by one, and ask the guests what else they need.

Have the bill ready and ask the guest how to check out.If you sign the bill, please sign the bill.

If you still haven't received a call from the customer to collect the tableware one hour after the food is delivered, you need to call to inquire.Ask the guests for their opinions on the meal when collecting the tableware.

Laundry
When collecting guest clothes, you must carefully count the number of pieces, and check whether there is anything in the pocket, whether it is unbuttoned, damaged, or stained.

Before washing, check whether the clothes will fade or shrink, and whether they can be washed and ironed according to the requirements of the guests.

The laundry list must be filled out by the guest, especially the washing method.If the waiter fills it out, the guest's signature is also required.The time to return the laundry should be specially explained to the guest.

The laundered and ironed clothes should be sent to the guest room in time, please check and sign the receipt.If the guest is not in the room, the clothes should be put on the bed and never directly hung in the closet.

Hand over the laundry bills to the cashier at the front desk in time to be accounted for, and make a unified settlement when the guests leave the hotel.

If there is an error or damage in the laundry, you should contact the laundry room in time to investigate the cause, report to the relevant department, and ask for advice on how to deal with it.

Catering Services
As a qualified catering service staff, you should have correct service awareness, good appearance, skilled professional knowledge and rich work experience.According to the characteristics of catering services, they should also have the ability to actively and enthusiastically receive guests.The quality requirements of the staff of the catering department:
Have the spirit of professional dedication

Establish the concept of consciously observing discipline

have a good image

Possess professional knowledge and skills

Pay attention to various service etiquette
Master the skills of using civilized language

Have the spirit of professional dedication

The catering department is usually composed of five parts: procurement, kitchen, restaurant, banquet hall and management. There are many types of work, a large and complex organization, and a large number of personnel.The improvement of the quality of restaurant and catering services requires special training, which requires a relatively stable professional team.Personnel engaged in catering services must fully realize that catering services, like other jobs, are an indispensable part of social production and life, and the normal operation of restaurants.You must love your major and gradually cultivate a strong interest in the major in practice, so that you can correct your work attitude in your job and concentrate on studying service skills.The professional ethics of restaurant and catering service personnel are essentially the same as those of other occupations, and there should be corresponding moral requirements.Politeness and etiquette are the basic qualities that hotel catering service personnel must possess and the minimum professional ethics that should be observed.

Establish the concept of consciously observing discipline

(End of this chapter)