In the tourism reception work should pay attention to what etiquette requirements

Tourism reception etiquette knowledge Tourism reception etiquette knowledge, with the improvement of our quality of life, more and more people like to go out to travel for relaxation. As a tourist receptionist or tour guide, when we first receive tourists, we may overlook some of the benefits and knowledge and principles, to learn the knowledge of tourism reception etiquette knowledge of tourism reception etiquette knowledge of tourism reception etiquette 1 Tourism Reception Etiquette Requirements Smile ● Natural, cordiality as the basic principle. ● Do not laugh or smile on formal and solemn occasions, on occasions when the guests are embarrassed and embarrassed, or on occasions when the crowd is sad and depressed. ● Laughter should not interfere with the conversation and rest of the visitors, and it is not appropriate to laugh openly or loudly. Do not smile mechanically at visitors. Handshake ● Receptionists generally do not use the handshake salute, only when the visitor takes the initiative to reach out, the service personnel can shake hands with them. ● Handshakes should be distinguished between host-guest, positional, elder and younger relationships, etc. ● Handshakes between persons of the opposite sex are usually performed by a person of the opposite sex. Handshakes between persons of the opposite sex are usually initiated by the woman. A man should only shake a woman's fingers and should not exert too much force. Do not reach out too quickly. Even if you are left-handed, you should extend your right hand when shaking hands. ● Do not look away. Do not shake hands for too long. ● Do not shake hands with two people at the same time, and do not cross hands. ● Do not shake hands hesitantly, slowly or forcefully. ● Do not shake hands with gloves. Do not wipe your hands with a handkerchief or tissue after shaking hands. Bowing ● Remove your hat when bowing and put it back on when you have finished. ● Keep your eyes on the ground and do not roll your eyes upward when bending down to salute. ● Make sure that you make eye contact with the other person before and after you bow. ● Bows for service personnel are generally between 15 and 30. Nodding ● Nodding is a casual courtesy, and should be accompanied by a word of greeting. Nodding should be done with a smile on your face, facing the other person, with your eyes on the other person, and with a slight nod. Nod once, not too often. If you are wearing a hat, take it off first and put it back on when you are finished. Reception etiquette In tourism service etiquette, reception etiquette is the etiquette ceremony of respecting guests formed in the process of reception work. Reception of guests is the most basic content of the daily work of tourism professionals, manifested in all aspects of welcoming, treating and sending guests. The reception process should reflect the guest first, polite service 'reception etiquette, the purpose is to let the guests have been respected, feel at home, so as to better establish a good image of tourism professionals and organizations, in order to promote friendship and strengthen cooperation. When the tourism reception is carried out, the travel agency must arrange the reception work, which is mainly divided into two parts of the reception. First, the tour guide reception. Second, the business department salesman reception. Tour guides in the reception process: (1) clothing should be neat, tidy, generous, not overly gorgeous. For the sake of tour groups, you can choose casual wear or sportswear. Female tour guides should not wear heavy makeup, and should not wear long or short skirts. (2) Natural and friendly expression, harmonious and enthusiastic attitude, elegant language without losing humor. (3) After receiving tourists, greet everyone first and then make a welcome speech to the tourists. (4)Respect the customs and habits of each visitor, especially those from different countries, regions and ethnic minorities, and respect their religious and ethnic beliefs. (5) Arrive early at the pick-up point or meeting place and display the guide flag or other signs to the tourists. (6) see the tourists should take the initiative, warm greeting, tourists on board, should stand in the door to assist tourists off. Welcome in front of the car door, wait for tourists on the finish, and then get on the car. When getting off the bus, the guide gets off first. (7) When counting the number of tourists, should be counted silently, do not be impolite with the finger pointing tourists. (8) in the car or attractions for the explanation, the use of language explanation at the same time can be supplemented by gestures, the correct gesture should be a natural hand outstretched palm to the back, five fingers naturally together. Do not use the command tone when talking with tourists. (9) the end of the tour, send off the tourists, should remind the tourists to bring their own documents and baggage, to send off the word, should thank the tourists for their work support and cooperation, to express the feelings of farewell, hope that the next time in the service for everyone. Tourism reception etiquette knowledge 2 Tourism reception principles 1, the principle of respect The modern tourism industry emphasizes the "guest first", the requirements of the guests in the first place, all for the sake of the guests, active and enthusiastic to meet the guests of a variety of reasonable needs and wishes. In all the needs and wishes of the guests, the demand for respect is the strongest and most sensitive, but also normal, reasonable and minimum requirements, is the right of the guests. 2, "equal treatment" principle of service work, "equal treatment" means that all guests should be respected, in this regard, must not favor one over the other. Specific use of etiquette, can vary from person to person, according to different objects of interaction, to take different forms of etiquette, but in the guests to show deference and respect for the attitude must be the same. 3, the principle of enthusiasm can actively solve the various requirements of the guests, to meet the various psychological needs of the guests, is an important measure of the quality of tourism services, so tourism activities in the etiquette of the behavior should be proactive. 4, the principle of appropriateness modern etiquette emphasizes the inter-personal interaction and communication must grasp the moderation, pay attention to the social distance, control the emotional scale, should bear in mind the reasoning of too little is too late. Therefore, etiquette behavior should pay special attention to the degree of etiquette in different situations, etiquette, etiquette, adhere to the time, place, and people of the principle of expediency. 5, the principle of tolerance of the principle of tolerance of etiquette, refers to the other side of the etiquette is not overly concerned about the faults of the faults. In tourism services using etiquette, not only to be disciplined, but also to be lenient with others, more understanding of others, empathy for others, it is impossible to blame, calculating, and even aggressive. In the face of excessive or even rude requests made by guests, our staff should calmly and patiently explain, never to pursue the guests into a dilemma, otherwise it will make the guests have a reverse psychology to form a confrontation, causing disputes. When the guest has a fault, we should "reasonable also let people", learn to tolerate each other, so that guests decent step down, to save the face of the guests. In the guests of our criticism, in line with the "there is a change, there is nothing to add encouragement" attitude, listen carefully. 6, the principle of self-discipline, the highest state of etiquette is self-discipline, that is, in the absence of any supervision, but still consciously in accordance with the etiquette norms to constrain their behavior. Tourism workers not only to understand and master the specific etiquette norms, but also to set up a moral conviction and behavioral cultivation in the heart, so as to obtain the inner strength. In the guest service from the self-restraint to start, when checking their behavior is in line with etiquette standards, in strict accordance with the norms of etiquette in the work of reception and service guests, and to do there is no superior supervisor is present in the same way, before and after the guest of the same, the norms of etiquette into a conscious behavior, the inner qualities.