The document discusses etiquette and manners to observe while interacting with guests. It recommends maintaining proper facial expressions like smiling and eye contact. It also suggests keeping an appropriate distance while speaking softly and clearly. When standing, it advises having an erect posture with shoulders straight and hands by your sides. While walking, it recommends pacing evenly without loud footsteps and opening doors for guests. It also outlines polite speech and behavior with colleagues as well as courteous anticipation of guests' needs.

1. Etiquette and Manners
While interacting with our GUEST

2. Etiquette and Manners
While talking to guest
FACIAL EXPRESSIONS

3. Etiquette and Manners
While talking to guest
FACIAL EXPRESSIONS
• Always smile
• Always maintain an interested and
helpful expression
• Maintain Eye Contact

4. Etiquette and Manners
While talking to guest
Distance, speech, action
• Maintain distance of at least 2 feet
• Speak softly and clearly
• Avoid unnecessary movements of hands
and facial gestures

5. Etiquette and Manners
While Standing
POSTURE
• Stand Erect at ease
• Weight balanced on both feet
• Shoulders Straight
• Chest out/ Stomach in

6. Etiquette and Manners
While Standing
HANDS
• Keep hands on the sides or
behind your back
• Do not keep hands in pockets or on the hips.
• Do not cross arms across the chest.
• Do not lean against the counter

7. Etiquette and Manners
While Standing
IF THE GUESTS ARE NOT AROUND
• Maintain your poise always.
• You may be in view of the guest, even if you
are not interacting.
• Do not huddle together in groups.

8. Etiquette and Manners
While Walking

9. Etiquette and Manners
While Walking
PACE
• Walk at even pace in guest
areas without sound of
footsteps.
• Do not run in guest area

10. Etiquette and Manners
While Walking
IN CORRIDORS
• if g
uuest Are approaching, get
aside
way
and Give them first right of
•If near a door, open the door for the
guest to pass through.

11. Etiquette and Manners
While Walking
WHICH SIDE
• Walk on the left hand side
• If accompanying a guest, walk on
his/her right hand side and open
the door of the guest
• Walk erect and maintain the
poise

12. Etiquette and Manners
While talking to colleagues
SPEECH
• Speak softly and politely.
– In restaurant
– In corridors
– At reception counter
LANGUAGE
• Do not use slang or abusive
language, with your colleagues

13. Etiquette and Manners
While talking to colleagues
ON TELEPHONE
• Be aware of your conversation on the
telephone. Guests may be watching
& hearing.
• Never shout into the telephone.
• Do not have long conversation, when
guests are waiting.
• Do not entertain personal calls, while
at work

14. Etiquette and Manners
Courteous Behavior
ANTICIPATION
• Anticipate guest needs.
• Examples
– Open the door for the guest
– Hand him/her a pen.
– Light his/her cigarette.
– Reach out for the bag, he/she is
carrying.

15. Etiquette and Manners
Courteous Behavior
FAMILIARITY WITH GUESTS
• Do not get familiar with the guest,
even if he treats you like a friend.
• Remember your relationship with the
guest is professional.

16. Etiquette and Manners
Courteous Behavior
GUESTS & COLLEAGUES
• Treating guests courteously and then
turning to colleagues and talking impolitely,
destroys the image.
• Maintain the same finesse and
politeness.

17. Etiquette and Manners
Courteous Behavior
GUESTS COMING HOTELS
• Treat them with as much respect as
your regular local guests.
• They are potential guests too.
• Remember”word of mouth” publicity.

18. Etiquette and Manners
General
Be aware of the offensive habits you have
• Biting nails
• Picking hair, nose, and ear.
• Yawning.
• Sneezing / coughing without covering your
mouth.
Refrain at least, when in guest’s view.

19. Etiquette and Manners
General
When on duty
• Handle equipment without banging.
• Stay calm. Do not get nervous or hurried.
• Do not talk loudly or hold lengthy
discussions, in guest areas.
• Do not talk in vernacular. Guest will
misunderstand.

20. Etiquette and Manners
General
When not on duty
• Do not hang around in guest areas.
• Do not come to guest areas when not
in uniform.

21. Etiquette and Manners
General
When with the guest
• Do not grumble. He is not interested
in your woes.
• Do not speak poorly about other
guest, staff or department.
• Do not hint or solicit tips.

22. Anas Uddin
Thank You!
https://www.youtube.com/watch?v=uIQ7vTsC83A
https://www.youtube.com/watch?v=wyqfYJX23lg&t=101s
https://www.youtube.com/watch?v=6lnAmwgiPtg
https://www.youtube.com/watch?v=JgLKZS69Jlo body language
https://www.youtube.com/watch?v=h7IxdmlT5ds grooming
https://www.youtube.com/watch?v=9UCZom2QkF8