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Staff etiquette & manners in hospitality

Hotel's Staff Etiquette & Manners

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Staff etiquette & manners in hospitality

  1. 1. Etiquette and Manners While interacting with our GUEST
  2. 2. Etiquette and Manners While talking to guest FACIAL EXPRESSIONS
  3. 3. Etiquette and Manners • Always smile • Always maintain an interested and helpful expression • Maintain Eye Contact While talking to guest FACIAL EXPRESSIONS
  4. 4. Etiquette and Manners Distance, speech, gestures • Maintain distance of at least 2 feet • Speak softly and clearly • Avoid unnecessary movements of hands and facial gestures While talking to guest
  5. 5. • Stand Erect at ease • Weight balanced on both feet • Shoulders Straight • Chest out/ Stomach in Etiquette and Manners While Standing POSTURE
  6. 6. • 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 Etiquette and Manners While Standing HANDS
  7. 7. • Maintain your poise always. • You may be in view of the guest, even if you are not interacting. • Do not huddle together in groups. Etiquette and Manners While Standing IF THE GUESTS ARE NOT AROUND
  8. 8. Etiquette and Manners While Walking
  9. 9. PACE • Walk at even pace in guest areas without sound of footsteps. • Do not run in guest area Etiquette and Manners While Walking
  10. 10. Etiquette and Manners While Walking IN CORRIDORS •if guests are approaching, get aside and give them first right of way •If near a door, open the door for the guest to pass through.
  11. 11. 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 Etiquette and Manners While Walking
  12. 12. SPEECH • Speak softly and politely. – In restaurant – In corridors – At reception counter LANGUAGE • Do not use slang or abusive language, with your colleagues Etiquette and Manners While talking to colleagues
  13. 13. 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 Etiquette and Manners While talking to colleagues
  14. 14. 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. Etiquette and Manners Courteous Behavior
  15. 15. 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. Etiquette and Manners Courteous Behaviour
  16. 16. GUESTS & COLLEAGUES • Treating guests courteously and then turning to colleagues and talking impolitely, destroys the image. • Maintain the same finesse and politeness. Etiquette and Manners Courteous Behavior
  17. 17. GUESTS FROM STAR HOTELS • Treat them with as much respect as your regular local guests. • They are potential guests too. • Remember ”word of mouth” publicity. Etiquette and Manners Courteous Behavior
  18. 18. Be aware of the offensive habits you have • Biting nails • Picking hair, nose, ear. • Yawning. • Sneezing / coughing without covering your mouth. Refrain at least, when in guest’s view. Etiquette and Manners General
  19. 19. 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. Etiquette and Manners General
  20. 20. When not on duty • Do not hang around in guest areas. • Do not come to guest areas when not in uniform. Etiquette and Manners General
  21. 21. 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. Etiquette and Manners General
  22. 22. Thank You !

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Hotel's Staff Etiquette & Manners

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