Modern Hotel Etiquette Standards

Author: Li Li
Publisher:
Publish Date: 2005-11-01
Features: Chapter Modern Hotel Etiquette
Section Etiquette Overview
1. What is Etiquette
2. What is Hotel Etiquette
3. Characteristics of Hotel Service Etiquette
4. The Important Role of Hotel Service Etiquette
Section Application of Communication Skills in Hotel Etiquette
1. Overview of Communication
2. Communication Skills in Hotel Etiquette
★ Communication Skills
Chapter 2 Hotel Service Etiquette Principles
Section Human-Centered Principle
1. "Human-Centered" Hotel Management Philosophy
2. Customer-Centered and Employee-Centered
Section Equality Principle
1. What is Equality
2. The Importance of Equality in Hotel Service Etiquette
3. Treating Customers Equally
4. Treating Oneself Equally
Section Appropriateness Principle
1. Properly Understanding and Fully Meeting Customers' Reasonable Requests
2. Identifying Customers' Implicit Needs
3. Refusing Unreasonable Requests from Customers
★ Five Strategies for Handling Unreasonable Customer Requests
4. Taking Customer Complaints Seriously
Chapter 3 Hotel Service Personal Etiquette
Section Appearance Etiquette
1. Hair
2. Beauty and Makeup
★ Perfect Combination of Face Shape and Eyebrows
★ Making the Eyes "Lie"
Section Demeanor Etiquette
★ Three Principles of Demeanor Beauty
★ Seven Taboos of Uniform Wearing
Section Posture Etiquette
1. Stand Like a Pine
2. Sit Like a Bell
3. Walk Like the Wind
★ Four Taboos for Hotel Service Staff Walking
4. Squatting Posture
5. Gestures
★ Gestures in Different Countries
6. Eye Contact
7. Smiling
★ Personal Hygiene: "Five Diligences," "Three Musts," "Five No's," "Two Notes"
Section Conversation Etiquette
1. Polite Language
★ "Ten-Word Polite Language"
2. Conversation Skills
Section Daily Etiquette
1. Greeting
2. Introduction
3. Using Business Cards
4. Handshaking
★ Other Greeting Etiquette
5. Social Distance
Section Flower Etiquette
1. Welcoming Guests with Flowers
2. Arranging Flowers Indoors
★ The Language of Flowers
Chapter 4 Hotel Service Position Etiquette
Section Hotel Front Desk Service Etiquette
1. Greeters
2. Bellhops
3. General Service Desk Etiquette
★ Overall Requirements for General Service Desk Etiquette
★ Confidentiality Incidents
4. Elevator Service Etiquette
★ Handling Emergency Elevator Situations
5. Luggage Storage Etiquette
6. Lobby Cleaner Etiquette
★ The Dedication of Cleaners
7. Restroom Etiquette
Section Hotel Room Service Etiquette
★ Giving Guests a Surprise
1. Floor Supervisor Etiquette
★ The Thief Who Walks Bravely
2. Room Service Staff Etiquette
3. Room Delivery Service Etiquette
4. Room Supervisor Etiquette
5. Other Service Etiquette
★ Polishing Various Types of Leather Shoes
Section Hotel Restaurant Service Etiquette
★ Observing Manners to Create a Good Dining Environment
1. Restaurant Service Staff Hygiene Etiquette
2. Restaurant Service Staff Etiquette
★ Correct Use of the Tray
3. Restaurant Supervisor Etiquette
Section Hotel Bar Service Etiquette
1. Ordering Drinks
2. Serving Drinks
3. Other Services
4. Billing and Seeing Guests Off
5. Bartender
Section Hotel Shopping Service Etiquette
1. Sales Guidance Etiquette
2. Cashier Etiquette
3. Return and Exchange Goods Etiquette
4. Stocking Etiquette
Section Hotel Switchboard Service Etiquette
1. Basic Qualities Required of Hotel Switchboard Operators
2. Phone Answering Etiquette
3. Making Phone Calls Etiquette
Section Hotel Security Service Etiquette
1. Basic Qualities of Hotel Security Personnel
2. Security Service Etiquette
Chapter 5 Hotel Service Conflict Coordination
Section Avoiding Hotel Service Conflicts
1. Communication Barriers
2. Basic Qualities Required of Hotel Service Staff
3. How to Avoid Conflicts
★ 15 Tips for Effective Communication
Section Resolving Hotel Service Conflicts
1. Basic Principles of Conflict Resolution
2. The Outcome of Conflict Resolution—Win-Win
3. Five Basic Methods of Conflict Resolution
4. Handling Common Workplace Issues
★ 1 Yuan and Vouchers
★ Power Outage Incident
★ Running Account Scandal
★ The Golden Four Principles of Interpersonal Communication
Appendix 1: Tie Knotting Methods
Appendix 2: Common Polite English Phrases Used in Hotels