Etiquette & Manners of a true Hotelier


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Guests observe more than just grooming and appearance from hotel employees; they notice how the staff carries themselves. Courtesy enhances workflow and its imperative for a good work environment. Etiquette and manners enhance the ability to work with those around you, making other feel important and at ease. It enables us to present ourselves to our best advantage.

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Etiquette & Manners of a true Hotelier

  1. 1. Etiquette and Manners of a True Hotelier Msc. Suzana Taipoviq
  2. 2. Etiquette and Manners of a True Hotelier Etiquette Hints for Entrances & Exits Msc. Suzana Taipoviq
  3. 3. •The hotel staff should observe guests approaching the door and open it as the guest walks through. •The door is opened in the direction in which the guest is going. •Always open the door for the person behind. DOORS Msc. Suzana Taipoviq
  4. 4. •The hotel staff should greet the guest as he/she passes through the door. •The hotel staff must thank anyone who keeps the door open. Msc. Suzana Taipoviq
  5. 5. ELEVATORS •The hotel staff should show the way using an open palm gesture whilst holding the door using the elevator door button. •One must always hold the door and help people with disabilities or heavy packages. •If the elevator is too crowded the hotel staff should volunteer to exit. •Never gossip or discuss other guest or hotel issues whilst in the elevator. Msc. Suzana Taipoviq
  6. 6. •Hotel staff should always use the service elevators unless accompanying a guest. •The hotel staff should not stare at the guest or themselves through the mirrors inside the guest elevator. Msc. Suzana Taipoviq
  7. 7. STAIRS •The hotel staff should always let the guest pass unless leading the way. •Do not rush or push people on a staircase, even if in a hurry. Msc. Suzana Taipoviq
  8. 8. Etiquette and Manners of a True Hotelier Msc. Suzana Taipoviq
  9. 9. •Always smile while welcoming the guest in your outlet. •Always give the guest full attention and do not say, “Yes” until you completely understand what he is asking for. Always provide the guest with at least two alternatives while solving a problem. •Never say “I don’t know”. Tell the guest you will find out for him / her and ensure that he /she is provided with accurate information. •It is highly advisable that you should not argue with the guest. Try to speak softly and clearly, without artificial accent. •Never discuss negative views about the hotel or other staff with the guest. Msc. Suzana Taipoviq
  10. 10. •Try to maintain regular eye contact with your guest. There may be sometime you remain busy with your other task. Even then try to have a look at your guest every now and then. •Maintain a distance of at least two feet from the guests while taking an order. •Avoid using hotel jargon and slang in front of the guest. •Personalize the conversation by using the guest’s name whenever possible. •Avoid unnecessary movements of hands and facial gestures while describing dishes, or while speaking to guests. Msc. Suzana Taipoviq
  11. 11. Etiquette and Manners of a True Hotelier Msc. Suzana Taipoviq
  12. 12. •Weight balanced on both feet •Shoulders straight •Chest out •Stomach in Msc. Suzana Taipoviq
  13. 13. •Keep your hands on the sides or behind your back. •Do not keep your hands in the pockets or on the hips. •Do not cross your arms across the chest. •Do not lean against the sideboard, panels or the hostess desk. •Remember, you may be in view of a guest even when you are not directly interacting with him/her. Maintain your poise at all times. •Do not huddle together in bunches inside the restaurant. There is always something to be done in your area, even when the guests are not there. •Avoid turning your back to the guest whenever possible. Msc. Suzana Taipoviq
  14. 14. Etiquette and Manners of a True Hotelier Msc. Suzana Taipoviq
  15. 15. •Walk at an even pace inside the Guest area (Lobby,Restaurant), avoiding any sound of the footsteps. Never run inside the guest area. •While walking in guest areas, if guests are approaching, get aside and give them first right of way. If near a door, open the door for the guests to pass through. •Walk on the left hand side. •If accompanying a guest, walk on his/her right hand side and open the door for the guest. Msc. Suzana Taipoviq
  16. 16. •Walk erect and maintain the poise. •Never push or shove any colleague, no matter what the hurry •Everyone should follow the generally accepted rules of traffic while walking through the restaurant. Walk to your left side. Msc. Suzana Taipoviq
  17. 17. Msc. Suzana Taipoviq