#酒店 ##酒店人#
The front desk is a key role in the hotel's guest service, and its service level and work quality often directly determine the final satisfaction of guests.
So, what kind of service etiquette and work skills should an excellent hotel front desk master? Let's learn it together!
1. Physical etiquette
1. When a male employee is standing
Answer: Look straight ahead, head and shoulders level, chin slightly tucked up, hands naturally crossed behind the back, feet shoulder-width apart or slightly wider than shoulder width.
2. When a female employee is standing
Answer: Look straight ahead, head and shoulders flat, chin slightly tucked, stand up and tuck the abdomen, cross your hands in front of or back of your abdomen, put your right hand on your left hand, put your mouth close together, fingertips slightly bent, and put your feet together or in a T-shaped step.
3. When standing and talking to guests
Answer: If the eyes stay in the triangle of the guest's nose and eyes, the distance between 60 and 100 centimeters from the guest, the distance from the guest is too close, one violates the privacy of the guest, the other makes the guest feel stressed, and the distance from the guest is too far, one needs to speak loudly, and the other is distant.
4. When indicating the direction to the guest
Answer: The thumb is bent, close to the index finger, the other four fingers are together and straightened, the fingertips are pointing in the direction, the male employee shoots strongly, and the female employee shoots elegantly. It is not possible to use one finger to give directions.
5. When walking
Answer: Greet guests, bosses and colleagues at any time, do not look left and right, shake your shoulders or look down at the ground; male employees are on both sides of the front line, female employees are on a straight line in front; slightly use the strength of your toes to point to the ground, and the center of gravity is on the joint between the thumb and index finger of the foot, which makes people feel full of charm and elasticity.
6. When you meet a guest head-on and make way for him
A: Keep to the right, take a half step forward with your right foot, turn your body to the left, bow or nod at 30 degrees to greet the guest.
7. When a guest comes from behind to make way for him
Answer: Stop, turn to the left to the guest, take a half step back to the side, and nod your head to greet the guest.
8. When sending off guests
A: Walk in front of or behind the guest, about 60 to 100 cm away, stretch out your hand in front to guide the guest in the direction of the door, and say goodbye to the guest with a smile.
2. Etiquette norms
9. What should I do when addressing guests?
Answer: Men are generally called Mr., unmarried women are called Miss, and married women are called Mrs; for Western women who cannot be confirmed whether they are married, no matter how old they are, they can only be called Miss; when they do not know the guest's surname, they can be called "this Mr./This Miss"; when they do not know the guest's surname, they can be called "Mr./This Miss"; they should not use "he/she" to address a third party, but "Mr./That Miss"; only a few celebrities can call "Mrs."; if you know the name of the guest, try to call the guest by her surname, such as "Mr. Liu/Mrs. Lin".
10. What should I do when introducing guests?
A: Introduce the young to the old, the low to the high, the man to the woman, the unmarried to the married, and the individual to the group.
11. What should I do when I am introduced?
A: If you are sitting, you should stand up immediately, nod to each other, shake hands, and exchange a few pleasantries.
12. What should I do when shaking hands with guests?
Answer: The time should be short, generally 3 to 5 seconds, simply say some welcome words or polite words; must smile, look at each other and greet each other; hand force is moderate, not too light or too heavy; between superiors and subordinates, the superior first stretches out his hand; between the older and younger, see the old man stretch out his hand first; between Mr. and Miss, the young lady first stretches out his hand; in winter, take off gloves before shaking hands, do not wear hats to shake hands with guests indoors; do not cross hands and shake hands with two people at the same time.
13. What should I do when bowing to a guest?
Answer: Stand firmly, lean forward 30 degrees, hands on your knees, and return to a straight posture after the recipient returns the salute.
14. What should I do when I raise my hand with a guest?
A: Raise your hands at shoulder level, gently swing your palms outward, and greet guests with a polite smile.
15. What should I do when helping guests?
Answer: When descending the steps or passing over the smooth ground, the elderly and women should be given arms assistance, and the arms are generally only lightly supported by the elbows and the body is slightly sideways to the guest.
16. What should I do when I deliver a bill to a guest?
Answer: Lean forward and face the bill text, if the guest signs, open the pen case, the tip of the pen is facing you, hand the bill with your right hand, and send the pen with your left hand.
17. What should I do when I accept or deliver a business card?
Answer: Accept or present the business card with both hands, read out the title and name of the other party on the business card, store the business card properly and do not throw it away, and apologize to the other party if the business card is not returned.
18. What should I do when taking the elevator with guests?
Answer: When the elevator door is opened, press the elevator sensor eye or the elevator door switch with your hand to not close the elevator door; the other hand signals the guest to enter the elevator first; after entering the elevator, you should stand in front of the indicator board and press the floor for the guest; if there is a guest leaving the elevator first, you should say "sorry" or "goodbye" to the guest; you should pay attention to letting the guest go first when leaving the elevator, and press and hold the elevator door switch to not close the elevator door.
19. What should I do when I send flowers to guests?
Answer: It is not allowed to send all white flowers to the guests, for congratulations or condolences, you can send caryophyllus, azaleas or chrysanthemums, and in general, carnations or gladiolia flowers can be used.
20. What should I do when I take a car with a guest?
Answer: The right side of the rear seat is the first seat, followed by the left side, the middle seat is the third, and the seat next to the driver is the smallest.
21. What should I do when answering a call?
Answer: Act quickly, do not let the phone ring more than three times, greet the other party "hello", and indicate your identity (department or position).
22. What should I do if the person I am looking for is not available?
Answer: Euphemistically inform the guest: "He is not here now, can I help you?" or tell the guest where the person you are looking for is and the phone number, take the initiative to forward it for the guest, leave the guest's number, and reply in time when the person you want to find comes back, and leave a message for the guest.
23. What should I do when I terminate the phone?
Answer: Use the closing sentence: "Is there anything else I can help with besides these?" Wait for the other person to hang up before putting down the earpiece;
24. What should I do when I hang up the phone?
Answer: Organize the content of the speech, put the relevant information next to the phone, greet the other party: "Hello", indicate your identity (department or position), and turn to the topic.
25. What should I do when communicating by phone?
Answer: The microphone and lips are 2.5 to 5 cm apart, if you are too close to each other, the sound effect will not be good, keep a natural tone, do not shout, and have some notes and pens next to the phone.
3. Grooming
26. When wearing a uniform
Answer: The uniform should be kept straight and not wrinkled, the sleeves or trousers should not be rolled up, the shirt should be buttoned tightly, and the hem should be tucked into the trousers, the underwear and tights should not be exposed outside the uniform, and the single-breasted suit should be worn on formal occasions, only one button should be buttoned, the uniform should be worn neatly, one of them is indispensable, and the uniform should not be worn out of the hotel unless it is necessary for work.
27. What should I pay attention to when wearing a badge?
Answer: The badge should be worn above the left chest, and the wearing should be kept straight and horizontal, not crooked.
28. What should I pay attention to when wearing shoes and socks?
Answer: Shoes should be brushed and wiped frequently to keep clean, shoelaces should be tied and not dragged on the feet, male employees wear dark socks, female employees wear flesh-colored socks, socks should be changed every day.
29. What should male employees pay attention to before taking up their personal hygiene?
Answer: Shave your beard every day, keep your hands clean, no stains or handwriting, cut your nails often, trim your nails into oval shapes, don't eat food with peculiar smells, and keep your mouth fresh.
30. What should female employees pay attention to before taking up their posts?
Answer: Do not keep long nails, do not wear nail polish, clean hands, no stains, handwriting, do not eat food with peculiar smells, and keep your mouth fresh.
31. How to maintain a good expression?
A: Always smiling, full of energy, not drunk or tired to work, not exaggerated when speaking, not overly happy, and keep the right eyes when talking to customers.
4. Guest Relations
32. What should I do when I suddenly sneeze or cough when talking to a guest?
A: Cover your mouth and nose with your hands in time, turn your back to the guest, and then apologize to the guest.
33. What should I do when the questions raised by the guests are unclear and difficult to answer?
Answer: In addition to having a good service attitude, proficient service skills and rich business knowledge, waiters also need to be familiar with the general situation and social situation of the enterprise. In this way, we can try our best to avoid the phenomenon that it is difficult for us to answer the customer's questions, and if you encounter a question that you are not sure to answer, please wait for a while, and you can ask for advice or inquiries before answering. If you still can't answer the question after trying to answer it, you should give a reply to the guest and explain patiently and apologize, and you should not use words such as "I don't know", "I don't understand" or "I think" or "maybe" to answer the customer's question.
34. What should I do when a guest asks us to represent a matter?
Answer: When doing things for guests, you should ask for the name, quantity, size, color, shape and time requirements of the items to be done, and collect the money in advance from the guests, and notify the concierge to handle them;
35. What should I do when I am listening to the phone and a guest comes to me?
Answer: Seeing the guest coming, the waiter should nod his head, greet the guest, ask the guest to wait, end the call as soon as possible, so as not to make the guest wait for a long time, after putting down the receiver, first apologize to the guest, and immediately provide service for the guest.
36. What should I do if I accidentally damage the guest's things while doing hygiene?
Answer: we should be cautious when doing guest room hygiene, especially for the things that the guests put on the countertop should not be moved, it is necessary to move when it is necessary to handle it gently, and put it back in place after the sanitation is done; if you accidentally damage the guest's items, you should truthfully report to the superior, and take the initiative to apologize to the guest (if the item is valuable, you should be accompanied by a supervisor or manager), admit your own fault; ask for the guest's opinion, when the guest asks for compensation, handle it as appropriate.
37. What should you do when a guest loses his temper and scolds you?
Answer: The waiter receives the guests, is their own responsibility, even if the guests are scolded, they will also do a good job of reception; when the guests lose their temper, they should keep calm, and then make euphemistic explanations and apologies after the guests are calm, and they must not quarrel or abuse the guests; if the guests' anger has not subsided, they should report to the leaders in time.
38. What should I do if I encounter a difficult guest?
Answer: due to the guest's temperament, cultivation, class, age, gender, etc., the guest will encounter unsatisfactory things from time to time, unhappy mood, sometimes will be picky about our service work; waiter should be in the daily service work to figure out the psychology of the guest, grasp the character and life characteristics of the guest, enthusiastic, courteous, active, thoughtful service for the guest, and strive to do the service work before the guest speaks; Observe carefully, analyze the reasons for the guests' difficulties, do a good job of service in a targeted manner, pay attention to maintaining a calm attitude, treat each other politely, be strict with yourself, apologize, and if the problem is not solved, you should report to your superiors and make a record of the situation.
39. What should I do when a guest complains to us?
Answer: When the guest complains, first of all, listen patiently, let the guest finish the speech, write down the guest's complaints, do not rush to justify and refute, whether the guest is a verbal complaint, or a written complaint, to understand the situation in detail, make a specific analysis. If there is a problem with the equipment, you should take steps to fix it immediately, and if the guest has not left the hotel, you should give the guest a reply and let the guest know that we have taken care of it. If it is our fault, according to the situation, if necessary, ask the manager to apologize to the guest; we should also pay attention to the customer's side complaints, and if necessary, we can reflect to the leader, so as to improve the service work; do a good job of recording the complaint and handling process to prevent similar complaints from occurring.
5. Guest Service - Associate Lobby Manager
40. What should I do when the room attendant reports that the carpet in the guest room has hot holes?
Answer: go upstairs to check the hot hole scene, tell the waiter not to clean up the scene first, and notify the lobby assistant manager after the guest adds a room; after the guest adds a room, he will get in touch with the guest, explain the situation, and inform the hotel of the claim policy; if the guest denies, you can remind the guest whether the visitor did it; and finally remind the guest to pay attention to it, which is for the sake of his own safety and the hotel.
41. A frequent guest complained: Why did there be a greeting in the room when I checked in before, but this time there was not, what should I do?
Answer: Check the guest's room discount, if you should enjoy the gift, you must apologize to the guest, and immediately notify the housekeeping center to make up the gift; according to the discount, the guest does not enjoy the gift, you should explain to the guest, if the guest holds a VIP card, you can give the gift as appropriate.
42. The floor attendant reported: A guest took away the bath towel and has gone to the lobby to settle the bill, what should I do?
Answer: Please go to a secluded place, euphemistically tell the guest, do not forcibly open the bag for inspection, if the guest does not admit it, should give the guest a step down, and transfer the responsibility, such as "whether your relatives and friends take away." If the guest still denies it, use a decent solution prompt, such as "Don't go into the room to find it, maybe the bath towel is under the blanket on the bed." Note that the guest should never follow up with the room, and if the guest puts the towel back in the room, he should be warmly thanked to help him get rid of the shame, and the guest is welcome to return to the hotel.
43. The hotel stipulates that 11:00 p.m. is the time for visitors to leave, but when calling visitors to leave, it often causes dissatisfaction among guests, what should I do?
Answer: understand the floor registration record, confirm the room where the visitor has not left; understand the identity of the guest in the room where the visitor is located, contact the room by telephone, and pay attention to language skills when talking on the phone; when the guest denies that there is a visitor, the waiter should ask the waiter to monitor the room or can find some reason, after entering the room to check, please leave the hotel again; if the guest refuses to open the door, you can repeatedly call to urge you to leave, until you take the form of room rounds to forcibly persuade you to leave; notify the security guard to pay attention to the visitors leaving the hotel and report it in time; make a record of the leaving visitors and put them on record.
44. What should I do when the public security department and the state security department come to the store to check the room?
Answer: When the public security or national security department comes to the store to check the room, it will be received by the security guard first. The security guard wants to understand the reason for the round, and asks the ward rounder to show the unit certificate and work permit. If the foreign personnel are inspected, the room inspection personnel must show their foreign affairs police officer ID at the same time; and the security supervisor should take the room inspection personnel upstairs, and the room inspection personnel should not be too many; before entering the room, they should call the guests and knock on the door to enter the room; after entering the room, explain the reasons for the room inspection to the guests and introduce the room inspection personnel; after the room inspection, apologize to the guests and exit the room; if there is any emergency, they should report to the hotel duty manager or general manager; if the room inspection personnel want to take the guests away, they must ask the reason, leave the name and phone number of the room inspection personnel and ask the guests to settle the bill before leaving; record the room inspection。
45. What should I do if a guest is sick in the store and asks a doctor for treatment?
Answer: According to the guest's condition, contact the hotel doctor for a visit, or suggest the guest to go out for medical treatment, explain the fare and medical expenses of the guest at their own expense; if the guest agrees to go out for medical treatment, contact the vehicle for them, it is recommended that the guest's relatives and friends accompany them, if the guest does not have an accompanying person, to obtain the guest's consent, send a porter to accompany the guest. If the guest is hospitalized, the assistant manager of the lobby must be authorized by the guest, and then the room attendant and security guard will be present to witness the guest and the bellman will pack the luggage and store it in the luggage room. The assistant manager in the lobby informs the cashier to complete the settlement procedures.
46. What should I do if a visitor is unwilling to go through the registration procedures?
Answer: should be patient and polite explanation, do not take a strong approach, pay attention to speaking skills, use language arts, dispel the visitor's concerns, seek the cooperation of the other party, go through the visit registration procedures, if the visitor insists on not registering, should be handled according to the identity of the visitor and the interviewee, the purpose and time of the visit, as appropriate.
47. What should I do if I sell my house repeatedly?
Answer: After receiving the report, you should quickly rush to the floor and apologize to the guests; notify the front desk to rearrange the room, the room should be arranged on this floor as far as possible, not too far from the original room, and the style, size and direction of the room should be the same as the original as far as possible; after the room is arranged, let the bellman send the room access card key and the rewritten welcome card to the floor and take the guest to the new room; sincerely apologize to the guest and give flowers and fruits as appropriate; find out the reason for the repeated sale of the house and record it.
48. What should I do if there is a sudden power outage in the hotel?
Answer: Assist the engineering department and security personnel to rescue the guests trapped in the elevator, understand the cause of the power outage from the engineering department, explain the work to the guests, check the on-the-job situation of the employees in each position in the lobby, solve various emergencies, and inspect the floor with the security personnel after the power supply is restored.
49. What should I do if the guest is dissatisfied with the hotel service and asks for a discount on the room rate?
Answer: Apologize to the guest, understand the reason for the guest's dissatisfaction, notify the relevant department to solve the problem, if it is a potential repeat guest or a guest who will bring benefits to the hotel, you can give a discount according to the authority. In order to ensure the statistical accuracy of the financial statements, the write-down is generally calculated from the same day, and the opinions of the customers are reported to the general manager and relevant departments.
50. What should I do if the luggage department sends the guest into the room and the room has not been sorted out or there is luggage?
Answer: Close the door immediately, apologize to the guest, please wait, go to the front desk immediately to change the room for the guest, lead the guest to the new room, and apologize to the guest again.
6. Front desk reception
51. What should I do if the room has not been cleaned when the guest checks in, and he says that he can check in first and then clean it?
A: Apologize to the guest, politely explain the reason for the non-cleaning, advise the guest to wait at the lobby café, or ask the guest to eat or go out for an activity first, the guest's luggage will be properly stored by the bellman, notify the housekeeping department to clean immediately, tell the guest the required time, and also suggest the guest to change to another type of room.
52. What should I do if the tenant requests to keep the room number of the tenant or important guest confidential?
A: Ask the visitor's name, employer, relationship with the guest, and what is the reason for the visit. Go back to the back office and call and ask if the guest would like to see you. If you are an important guest, you should contact your entourage, if you do not want to see you, you should gently dissuade the visitor, and if the visitor behaves unusually, you should report it to the security department immediately.
53. What should I do if I receive the express mail from the guest?
Answer: check whether the guest has a message, if so, according to the guest's explanation; if not, for express mail, urgent mail should be forwarded to the next station or the guest's home, or immediately returned; for ordinary letters, it can be temporarily stored for a period of time, check whether there is a guest staying every day; if there is no guest staying in a period of time, then go through the return procedures.