Professional etiquette of etiquette training

Bow etiquette

Body bent downward into a 30-degree angle, head, neck and back of a line, the eyes fall in front of the body 1 meter. Used to welcome guests, self-introduction or exchange of business cards.

Opening the door

If you open the door to the outside, knock on the door first, hold the door handle, and ask the guest to enter first. If the door is open to the inside, knock first, hold the door sideways, and ask the guest to enter.

Elevator

When there is someone in the elevator, press and hold the "on" button and ask the guest to go up and down first. When no one is in the elevator, press and hold the "on" button and ask the guest to come in, or ask the guest to go down first.

Up and down the stairs

When going up the stairs, the honored guest is in the front and the host is in the back. When descending the stairs, the honored guest is at the back and the host is at the front.

Serving tea

To be timely, boiling water should be about 70 degrees, 7 minutes full.

Shake hands

Five to - body to, smile to, hands to, eyes to, greetings to; handshake time of 3-5 seconds is appropriate, moderate strength. Follow the order of VIP first, elder first, host first, lady first.

Introduction etiquette

When introducing others, palm up, back of the hand down, four fingers straight and together, thumb open, wrist and forearm in a straight line to the axis joint as the axis, the whole arm slightly bent, the palm of the hand basically lifted to the height of the shoulder, and pointed to the party being introduced to the face of the smiling face, the eye of the party being introduced to the guests, while taking into account. When introducing yourself, straighten the five fingers of your right hand and press the palm of your hand against your left breast. When introducing yourself, you should look at the other party or everyone else with a kind and frank expression. Be careful not to point at yourself with your thumb or point at others with your index finger.

Business card etiquette

The two thumbs press the two corners of the business card, two palms holding the card, the word is facing each other, the body slightly inclined to each other, and simple pleasantries "more care".

Peer etiquette

Two people line, the right is honored, three people walking in the middle is honored, four people can not walk side by side

Keeping the distance

Appropriate sense of distance can create a more tolerant, harmonious atmosphere, Fan due to ethnic, regional, cultural, identity, relationship and other factors will be right different. It is generally believed that: 1,2 meters - 1,6 meters for the social distance; 0,5 meters - 1,2 meters for the private distance; less than 0,5 meters for the intimate distance; greater than 3,6 meters for the public **** distance.

Applause etiquette

Applause contains welcome, approval, congratulations, thanks, encouragement and other meanings. Applause should be the right hand palm beat the left hand palm, not with the fingertips pat the left palm.

Send a guest

Take the initiative to open the door for the guest Speaker etiquette

There are two kinds of meeting speeches: formal speeches and free speeches, the former is generally a report of the leadership, and the latter is generally a discussion of speeches. Formal speakers, should be neatly dressed, on the podium should be a natural gait, strong and powerful, reflecting a set in mind, self-confidence and self-improvement demeanor and temperament. Speeches should be articulate, logical and concise. If it is a written speech, you should always look up and scan the meeting place, can not look down and read the script. As if no one else is there. When you have finished speaking, thank the audience for listening.

Free speech is more casual, should pay attention to, speakers should pay attention to the order and order, can not scramble to speak; speeches should be short, the point of view should be clear; and others have differences, should be reasoned, calm attitude, listen to the host's command, can not focus on their own. If there are participants in the meeting on the speaker's questions, should be courteous to answer, can not answer the question, should be witty and polite reasons, the questioner's criticisms and opinions should be listened to carefully, even if the questioner's criticism is wrong, should not lose their temper.

Participants etiquette

Participants in the meeting should be neatly dressed, generous instrumentation, punctual entry, in and out of order, according to the meeting arrangements for seating, the meeting should be listened to carefully, do not whisper privately or talk to each other, the spokesman spoke at the end of the applause should be applauded, the exit should be light, not to affect others.

Host etiquette

The host of various meetings, generally by a certain position to serve, its etiquette performance on the meeting can be a complete success has an important impact.1. The host should be neatly dressed, generous and dignified, full of spirit, do not trim, unkempt.

2. Walking on the podium should be a steady and strong pace, walking speed due to the nature of the meeting, fast, enthusiastic meeting frequency should be slower.

3. After taking the chair, if you are standing, you should keep your legs together and your back straight. When holding the manuscript, the right hand holding the bottom center of the manuscript, the left hand five fingers together naturally down. When holding the script with both hands, it should be at chest height. When sitting, the body should be straight and the arms should be stretched out in front. Both hands lightly pressed on the edge of the table, hosting the process, do not appear scratching the head, rubbing the eyes, stop legs and other indecent actions.

4. Host speech should be clear, quick thinking, concise.

5. The host should be adjusted according to the nature of the meeting atmosphere, or solemn, or humor, or calm, or lively.

6. The host of the meeting of acquaintances can not greet, not to mention pleasantries and gossip, before the start of the meeting, you can nod, smile and greetings. Before answering the phone

1. Prepare pen and paper: If people do not have a pen and paper ready, then when the other party needs to leave a message, you will have to ask the other party to wait a little while, so that the guests are waiting, which is very rude. So, before answering the phone. Have a pen and paper ready.

(2) Stop all unnecessary movements: don't let the other party feel that you are dealing with something that has nothing to do with the phone call, the other party will feel that you are distracted, which is also impolite.

(3), use the correct posture: if your posture is incorrect, and accidentally the phone slips from your hand, or falls on the ground and makes a harsh sound, it will also make the other party feel dissatisfied.

(4), pick up the phone quickly with a smile: let the other party also feel your enthusiasm on the phone.

Receiving calls

(1), pick up the phone within three voices: this is a star hotel to answer the phone hard requirements. In addition, answering the phone should also pay attention to:

①, pay attention to the tone of answering the phone, so that the other party feels that you are very happy to help him, in your voice can be heard in your smile;

②, pay attention to the tone of the speed;

3, pay attention to the wording of the phone, and should not be used in any impolite language to make the other party feel unwelcome

4, pay attention to the environment of both parties answering the phone;

4, pay attention to Pay attention to the environment in which both parties answer the phone;

⑤. Pay attention to the fact that when the telephone line fails, you must confirm the reason to the other party;

⑥. Pay attention to the attitudes of both parties on the phone.

7, when you hear the other side of the conversation is very long, you must also reflect, such as the use of "yes, okay" to show that you are listening.

(2), take the initiative to greet, report to the department to introduce themselves;

(3), if you want to know who the other party is, do not ask abruptly "who are you", you can say "may I ask which one of you" or you can politely ask. "Excuse me, can I know how to address you?"

(4) When you have to put the phone on hold or put a guest on hold, explain and apologize. Keep an eye on the person every 20 seconds to find out if they would like to wait.

(5), transfer calls quickly: every employee must learn to solve the phone problem by themselves, if they can not solve the problem and then transferred to the correct extension, and to let the other party know who the phone is transferred to.

(6), the other side needs help, we must do our best: as a hotel staff should try to help guests, for each phone call can do the following things ①, greetings ②, apologies ③, leave a message ④, transfer ⑤, immediately help ⑥, transfer the phone ⑦, direct answer (to solve the problem) ⑧, back to the phone

(7), thank each other for the call, and politely end the phone: at the end of the call When you end the call, apply a positive attitude, while using the other party's name to thank the other party.

(8), often call each other by name, so as to show respect for each other Training background

Chinese catering industry, especially the hotel industry is very competitive. Faced with more and more hotels coming up, the top decision makers in the hotel industry are paying more and more attention to the future challenges and development trends. Overall, the competition in the hotel industry boils down to the competition of customer service.

The hotel industry is a typical service industry, hotel etiquette training for the majority of the hotel industry practitioners and will soon embark on the service position of the new employees is very necessary, its purpose is to make guests feel at home, so as to better establish the image of individuals and hotels.

Training Objectives

The training will enable the staff to meet the standardized requirements in terms of image, personal demeanor, and guest service skills to conform to the overall image and standards of the hotel, and enable the hotel staff to understand the importance of service etiquette.

Effectively improve service awareness, improve service mentality, use good customer service relations to make guests feel at home, properly meet the needs of guests and deal with complaints, build team spirit and enhance the sense of pride. Meet the expectations of guests, establish a better image for the hotel, and create good social and economic benefits.

Training Objects

Hotel service industry practitioners

Training Benefits

Master hotel management practices;

Comprehensive understanding of the requirements and difficulties of hotel room management;

Improve the overall quality of the hotel service personnel and service skills;

Enhance the professional image of the service personnel;

Correctly understand the connotation of service and be able to take the initiative to assume the responsibility of the hotel. The service connotation and the ability to take the initiative to assume the service responsibility, reflecting the service professionalism. Grooming and Reception Etiquette for Bank Office Staff

Grooming and Cultivation for Bank Staff (Interactive Training Course)

Banking Professional Grooming and Spiritual Outlook

Normative Requirements for Bank Service Attitude and Expression

Banking Customer Service Telephone Manners

Details of Bank Reception Etiquette

Language Expression and Putonghua Training - Strict and rigorous working language

Handling complaints - proper handling can promote the relationship

Team communication and collaboration in team building

Comprehensive quality requirements of bank customer service personnel

Quality service in banking

Bank managers business network customer service etiquette management