What are the ideas about service and etiquette, the role of service etiquette

Hotel courtesy, etiquette and etiquette.

The etiquette and etiquette norms of the hotel are the specific manifestations of the principles of politeness and etiquette in the hotel industry. Regardless of the grade, the hotel regards politeness and etiquette as an important part of the service work to train, and forms a certain standard of standardization. Therefore, it is necessary to further deepen the understanding of the courtesy and etiquette norms of the hotel.

2-1 Courtesy, etiquette and service etiquette.

1. Politeness and its performance.

1.What is politeness.

Politeness is a general term for showing respect to others. It is the code of conduct for people to express respect and friendship with each other in the process of communication, and it is the external performance of a person when he treats others, which is reflected through appearance, appearance, manners, language, expressions and movements. It reflects the fashion of the times, the degree of civilization and the moral character of people.

Courtesy service in the hotel requires employees to be able to show respect and friendliness to guests through their sincerity, humility, kindness and moderation in the process of service, so that guests feel "at home".

2.Constituent elements of politeness.

The first element is respect.

Mencius once said, "Respect is also courtesy." That is, politeness comes from the heart. If the waiter has respect for the customer in his heart, politeness will come naturally, and he will show it in language, attitude, and behavior.

The second element is friendship.

It is a concrete manifestation of people's harmonious coexistence, which is reflected in people's words and deeds, and every move.

3.A concrete manifestation of politeness.

In terms of appearance, we must pay attention to appearance and demeanor;

In terms of language, it is necessary to speak elegantly and cordially;

In terms of action, it is necessary to be generous and polite;

In terms of attitude, it should be sincere, enthusiastic, kind, and patient.

Politeness and politeness are essentially different, politeness is from the heart, and politeness is a pretentious gesture, contrary to what is inside and out. It is precisely because politeness requires people to respect each other and live in harmony that politeness has become a common code of conduct and moral code for people to adjust their relationship with each other and maintain the normal order of social life in their daily lives, so it has also become a code of conduct for people in the hotel industry.

4.The basics of politeness: sincerity, modesty, friendliness, and measure.

The service level of the waiter determines the service quality of the store to a large extent, because whether the guests consume with you, whether they will come back or introduce new customers to come over after consumption. The quality, image, appearance, manners, words and deeds, and politeness of the waiter directly affect the decision-making of the guest. In a word, the etiquette of the staff is one of the factors that determine whether the customer becomes a repeat customer in the store, and the service is the guarantee to improve the quality of service.

1. Service is an intangible commodity, and the thing that reflects the value of this commodity is service etiquette, which can not only establish a good image of service personnel and enterprises, but also shape service specifications and service skills that are popular with customers, so that service personnel can win understanding and trust in their interactions with customers.

2. Service etiquette is a necessary quality and basic condition for personnel in various service industries. Out of respect and friendliness to guests, we should pay attention to the norms of appearance, appearance, manners, language and operation in the service; Warm service requires the waiter to provide active and thoughtful service to the guests from the heart and enthusiasm, so as to show the good demeanor and quality of the waiter.

3. The characteristics of service etiquette are universal, inheritance, differentiation and epochality; The function of service etiquette is to shape the personal image, shape the image of the organization, communicate information, and connect feelings.