The document provides etiquette and manners guidelines for hotel staff when interacting with guests. Some key points include: opening doors for guests as they approach; holding elevators and assisting those with disabilities or heavy items; allowing guests to proceed on stairs and not rushing past them; maintaining eye contact and personalizing conversations with guests by using their name; keeping a straight posture and not leaning or having unnecessary movements when speaking to guests; giving guests the right of way and opening doors when walking with or near them. The overall focus is on polite, respectful and helpful interactions that prioritize guest service.

1. Etiquette and Manners of a
True Hotelier

2. Etiquette and Manners of a
True Hotelier
Etiquette Hints for
Entrances
&
Exits

4. •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

5. •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.

6. 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.

7. •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.

8. 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.

9. Etiquette and Manners of a
True Hotelier

10. •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.

11. •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.

12. Etiquette and Manners of a
True Hotelier

13. •Weight balanced on both feet
•Shoulders straight
•Chest out
•Stomach in

14. •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.

15. Etiquette and Manners of a
True Hotelier

16. •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.

17. •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.