Some standard content:
ICS Q3. 080.01
Registration number: 25120-2008
People's Republic of China domestic trade industry standard SB/T 10476--2008
Hotel service etiguette criteria2008-09-27 Issued
Ministry of Commerce of the People's Republic of China
2009-03-01 Implementation
SB/T 10476—2008
Normative reference documents
Terms and definitions
Hotel service etiguette criteria
Basic service etiquette criteria
Minwei service etiquette criteria
......
SB/T 10476-2008
This standard is formulated with reference to the Service Etiquette Standard of Chinese Hotel Industry (Trial Implementation), combined with the hotel service characteristics and the civilized service style of employees, aiming to promote the development of the overall service level of the industry and the improvement of the quality of employees. This standard is proposed and coordinated by the Ministry of Commerce of the People's Republic of China. This standard is drafted and interpreted by the China Hotel Association. The drafting unit of this standard: Hangzhou Fengyun Network Technology Co., Ltd. (China Hotel Network). The main drafters of this standard: Han Ming, Chen Xinhua, Shi Wei, Ping An Wen, Yang Guanjie 1 Scope
Hotel Service Etiquette Standard
SB/T10476-2008
This standard specifies the terms and definitions of hotel service etiquette, basic service etiquette standards, and job service etiquette standards. This standard applies to current service personnel in the hotel and catering industry. Relevant service personnel in property management, office buildings and other enterprises can refer to it for implementation. 2 Normative references
The clauses in the following documents become the clauses of this standard through the use of this standard. For references with a date, all subsequent modifications (excluding errata) or revisions are not applicable to this standard. However, the parties who reach an agreement based on this standard are encouraged to study whether the latest versions of these documents can be used. For references without a date, the latest versions are applicable to this standard. S3/T104202007 Qualifications of hotel industry service personnel "China Hotel Industry Service Etiquette Standard (Sincerity)" 3 Terms and definitions
The following terms and definitions apply to this standard. 3.1
Hospitality enterprise
An enterprise that provides accommodation, catering and related comprehensive services to consumers. [SB/T104202007 Definition 2.1
Hospitality service etiquette hospitalityserviceeliquellcThe qualities that hotel employees should possess and the behavioral norms that they should abide by during the entire service process, including basic service etiquette norms, job service etiquette norms, etc.
Hotel Service Etiquette Standards
4.1 Basic Service Etiquette Standards
4.1.1 Have good appearance and clothes, and be well-groomed: clothes are neat and beautiful. 4.1.1.1 Keep the face and mouth clean. Female staff can wear appropriate makeup to meet the job requirements. 4.1.1.2 Keep hair clean, of appropriate length, and hairstyle in accordance with job requirements. 4.1.1.3 Keep the body clean and the fingers are well-proportioned. Female staff can wear colorless nail polish without violating the requirements of the post. 4.1.1.1 Uniform dress. The work clothes should be clean and tidy, with a smooth appearance and reasonable matching, which should meet the requirements of the hotel's image design. 4.1.1.5 Wear a badge. The badge should indicate the hotel logo, department, employee name, etc. Employees engaged in food processing can embroider the badge content on the pocket of their shirt. Hotels with conditions can add special badges for employees with foreign language and sign language reception skills. 4.1.1.6 Jewelry should meet the requirements of Job requirements. Accessories should be well made and consistent with their identities. 4.1.1.7 Workers engaged in food processing should wear special work hats, masks, gloves, etc., and should not wear nail polish. Employees engaged in food processing and engineering department employees should wear button-down clothes and not wear any accessories. 4.1.2 Good manners and good manners.
4.1.2.1 When standing, the head and shoulders should be level, the body should be upright, and the position of the hands and feet should be adjusted according to different standing postures. People should sit lightly and steadily, the body should be neat and tidy, the head should be straight and level, the hands and feet should be placed properly, and different sitting postures should be used appropriately. 4. 1.2. 2
4.1.2.3 When serving, you should put your eyes together, face the guests sideways, and use different postures reasonably. 1
SB/T 10476—2008
4.1.2.4 Walk steadily, with a steady pace, a moderate stride, and a steady pace. 4.1.2.5 When using gestures, they should be relaxed and generous, appropriate, appropriate at the right time, and appropriate in pace. 4.1.? .6 Use eye contact and slight courtesy reasonably. When communicating with guests, look at the other person, be calm, have a natural expression, and smile. 4.1.3 Use appropriate polite words and comfortable expressions. 4.1.3.1 Comply with recognized language standards, use appropriate service language for different service objects, and the service language should be in line with the specific language environment.
4.1.3.2 When serving guests, use language that is easy for the other party to understand, use standardized service language, use appropriate titles, use accurate words, have clear meanings, and be articulate. The tone is friendly and the intonation is scientific.
4,1,3.3 Be familiar with foreign languages 4.1.4 Common Etiquette
1.1.4.1 When introducing yourself, you should be polite to the other party, be appropriate in your position, and be realistic in your introduction. When introducing others, you should follow the correct posture and distinguish between the first and last. 4.1.4.2 When shaking hands with guests, you should clearly know the order of extending your hand, choose the right person, look at the other party, be friendly and cordial. Be careful about the intensity of the handshake, control the length of time, and distinguish between the first and last according to different objects. 4.1.4.3 When handing over a business card, you should face the other party with the name on the left, and hand it to the other party with both hands. When receiving a business card, you should hold it with both hands, read it carefully, and give it politely. When receiving a business card, you should address the other party correctly and thank them in time. 4.1.4.4 When performing a salute, you should face the recipient, smile naturally, and lean forward to the right position. When performing a salute, you should address the recipient accurately and use polite language reasonably.
4.1.4.5 Different greetings should be performed in different occasions. When performing greetings, the order should be orderly, the timing should be appropriate, and the greetings should be natural and generous. 4.1.6 When greeting guests, you should choose a reasonable position, stand upright, and smile back at the guests. Use proper greetings and welcome and farewell words. Address the guests by their given names and honorifics. 4.1.4.7 When answering or making phone calls, you should speak English and foreign languages clearly, at a moderate speed and in an appropriate tone, and try to convey the message of willingness to serve the guests through the phone calls. You should answer the phone within 10 seconds of the phone ringing, introduce yourself first, and extend your sincere greetings. At the end of the call, you should sincerely thank the guests and hang up the phone gently after confirming that the guests have finished speaking. 4.4.8 When delivering items, the staff should place the items on the tray and face the guests directly, and should not directly hand them to the guests. When delivering items, the staff should face the guests directly. When delivering items, the staff should speak correctly and politely. 41.4.9 In reception service areas: When service staff meet guests and the kitchen many times, they should speak different words. When meeting guests in the corridor or having to pass in front of guests, they should walk slowly or stop for a while, step aside and politely signal the guests to go first. 4.1.4.1 When entering or leaving a room with guests, service staff should stand upright, look straight at the door, knock on the door and announce their identity. When seeing guests, they should greet them politely. When leaving the room, they should greet the guests and open and close the door gently. 4.1.4.11 When leading guests in and out of the room without a service desk, the guide should go in first and then go back. In the elevator and in the car, the guide should stand near the guest, facing or diagonally opposite the guest. When other guests take the elevator, the guide should wait politely. When the elevator is served by someone, the guide should go first.
4.1.4.12 When receiving guests who complain, you should be sincere and friendly, address the guests in an appropriate way: when listening to the guests, you should look at the guests and record the complaints in time. Thank the guests for telling you the problem, tell the guests the measures to be taken and the time limit for solving the problem and obtain their consent. Afterwards, visit the time to confirm that the complaint has been properly handled. 4.2 Lanyou Service Etiquette Standards
4.2.1 Front Office Service Etiquette Standards
4.2.1.1 Station Reception Service Etiquette Standards
4.2.1.1.1 The hotel should make airport and station pick-up signs. The signboards should be made in a standardized manner and in line with the hotel's image design. The specifications of the pick-up and drop-off vehicles should meet the guests' prior requirements. 4.2.1.1.2 The pick-up staff should meet the guests at the designated location, hold the sign steadily, hold their head high and chest out, stand upright, and look at the departure point.
4.2.1.1.3 When meeting a guest, you should correctly address the name or position of the signer, greet him/her warmly, and introduce yourself appropriately. 2
SB/T 10476—2008
4.2.1.1.4 When carrying luggage for guests, you should handle it with care and ensure that it is intact. You should respect the wishes of the guests and provide travel services. 4.2.1.1.5 When guiding the guests, the pick-up and drop-off personnel should keep an appropriate distance from the guests and choose a suitable standing and walking position according to the gender, position, road environment and other factors of the guests. 1.2.1.1.6 According to the station, the delivery vehicle should be parked reasonably in accordance with the provisions of traffic regulations, and the parking position should be convenient for the guests to get on and off. 4.2.1.1.7 The pick-up and drop-off personnel should choose a suitable station according to different vehicles to greet and send off guests. The seating arrangement should be in accordance with the rate and take into account the wishes of the guests. The door should be opened and closed gently, and the roof should be opened for the passers-by in a timely manner. When protecting each other, the religious beliefs of the guests should be respected. 4.2.1.1.8 When saying goodbye to the guests, the pick-up and drop-off personnel should ensure that the guests' luggage is accurate and intact, adjust their position at any time according to the guests' direction, look at the guests with a smile, and wish the guests a safe journey. When the guests are out of sight, turn around and leave. 4.2.1.2 Etiquette Standards for Luggage Welcoming Service 4.2.1.2.1 The doorman should choose a suitable position and stand upright to greet the guests. 4.2.1.2.2 When the car approaches the hotel gate, the doorman should take the initiative to greet the car and use standard gestures to guide the car to a place that is convenient for guests to get on and off and for luggage to be transported. When getting off, the doorman should bring an umbrella to greet guests getting off in a rain-free area. When opening the car door for the guests, he should stand on the side of the car to protect the guests' neck and support, and when protecting the roof, he should respect the guests' religious beliefs. 4.2.1.2.3 After the car stops, the doorman should open the door according to the seating etiquette. If the guests take a taxi, they should wait until the guests pay the bill before opening the car door, look at the guests with a smile and greet the guests attentively. 4.2.1.2.4 When guests get on and off the bus, the doorman should provide timely protection for the guests, and respect the guests' religious beliefs when providing protection. 4.2.1.2.5 When loading and unloading luggage, the luggage should be handled gently and efficiently, counted accurately, placed in order, and confirmed by the guests. The carry-on luggage should not leave the sight of the guests.
4.2.1.2.6 When leading the guests to the reception desk for check-in, the porter should carry the luggage book in his/her outer hand and walk in front of the guests, and use standard gestures to indicate the direction of the guests. 4.2.1.2.7 When the guests are checking in, the porter should stand meters away, stand upright, look at the guests, and be ready to serve the guests at any time.
4.2.1.2.8 When leading the guests to the guest room, the porter should walk to the side and keep a proper distance from the guests. 4.2.1.2.9 After arriving at the guest room, the porter should place the luggage according to the guest's requirements. The top of the luggage should face upwards and the back should face outwards. The guest should be asked to confirm the number and good condition of the luggage. 4.2.1.2.10 When leaving the guest room and reaching the door, the porter should exit the guest room facing the guest, say goodbye to the guest, and gently close the door. 4.2.1.2.11 When the guest needs luggage service when leaving the hotel, the porter should take the luggage for the guest on time and place the luggage neatly in the place designated by the guest.
4.2.1.3 Reservation and reception service etiquette standards
4.2.1.3.1 The reservation phone should ring within 10:00, and the call should be answered in time. The guest should be asked to tell the name of the hotel and department first, and the willingness to serve the guest should be clearly expressed.
4.2.1.3.2 When introducing the hotel products, the porter should be realistic, use appropriate language, stand from the perspective of the guest, and provide reference suggestions for the guest. 4.2.1.3.3 After the reservation is completed, guests should be sincerely thanked for their reservation. 4.2.1.4 Check-in reception service etiquette standards
4.2.1.4.1 When meeting guests, you should take the initiative to ask about their names and address them by their surnames or honorifics. 4.2.1.4.2 When introducing Lingju products, you should be realistic and use appropriate language to stand in the guest's perspective and provide reference suggestions for the client. 4.2.1.4.3 When answering questions from guests, you should answer them in a timely, polite and acknowledging manner. If you do not understand something, you should explain it to the guest, show your willingness to help the guest, and provide follow-up services. 4.2.1.4.4, you should treat guests who are staying in the hotel and non-staying guests equally, express sincere gratitude for the guests' visit, thank the guests for their suggestions, and welcome them to visit again.
4.2.1.5 Etiquette Standards for Checkout Service
4.2.1.5.1 When paying for a fee, the waiter should be patient, meticulous, accurate and quick. If paying in cash, the customer should verify the amount paid and the bill should be accurate.
SB/T 10476—-200E
4.2.1.5.2 The cashier should put the bill in a personal envelope and present it to the customer with both hands, asking the customer to confirm that it is correct. 4.2.1.5.3 After the checkout is completed, the cashier should sincerely thank the customer, welcome the customer for the second visit, and see the customer off. 4.2.1.6 Etiquette Standards for Switchboard Service
4.2.1.6.1 When answering or making a phone call, the customer should use Mandarin and the corresponding foreign language, with clear pronunciation, harmonious intonation, moderate speed, appropriate volume, concise language, accurate expression, and attentive listening.
4.2.1.6.2 Within 10 seconds after the phone rings, the attendant should answer the phone in time, wait for the guest and announce the hotel name. A.? 1,6.3 When transferring a call, if no one answers or the line is busy, the attendant should promptly inform the caller's name and actively provide reservation service. 4.2.1.6.4 When transferring an outside call, the attendant should protect the private information of the guest at the door. 4,2.1,6.5 When providing wake-up service, the attendant should ensure that the guest is called on time at the scheduled time. The calling language should be concise, and the speech should be gentle and soft.
4.2.1.7 Etiquette Standards for Business Center Services
4.2.1.7.1 When answering guests' inquiries, the attitude should be friendly and patient. 4.2.1.7.2 When providing printing and copying services, the documents of the guests should be neatly stacked, and the documents should be delivered quickly and accurately. When the documents are delivered to the guests, the waiter should smile and watch the guests deliver them with their hands. 4.2.2 Etiquette Standards for Catering Services
4.2.2.1 Etiquette Standards for Pre-meal Services
4.2.2.1.1 When guests come to the restaurant for dinner, the usher should arrange suitable dining seats according to the dining needs of different guests and make the guests enjoy the meal: the usher should take the right steps, follow the right positions, and take appropriate steps. 4.2.2.1.2 The restaurant should have sufficient wine lists and menus, and ensure that they are clean and intact. The waiter should choose a reasonable position, look back at the guests, and use both hands to present the order and menu. The order of service should be consistent with the dining process. 4.2.2.1.3 After the guests are seated: The restaurant waiter should choose a reasonable position and place the napkins for the guests in order. The laying action should be light and skillful, so that the guests can dine.
4.2.2.1.4 When recommending dishes to guests, use standard gestures, respect the guests' eating habits, and introduce drinks appropriately: 4.2.2.1.5 When writing the order, the waiter should stand upright and write the order in his hand. Before placing the order, the guest should be asked to name the ordered food and ask if the guest has any food taboos. For some Western dishes, the guest's requirements for the degree of rawness and doneness should also be asked. Guests with special requirements should be specially noted on the order. 4.2.2.1.6 For guests with special reception requirements, the service staff will be patient and sincere. When guests make comments or suggestions on the service, we should sincerely thank them. When providing follow-up services, we should ensure the consistency of service attitude and service quality. 4.2.2.1. When there are guests in a hurry to eat, the waiter should provide good service quickly and conveniently, ask the guests to introduce dishes that are easy to make and suit their tastes, know the time required for each dish, and be prepared to pay the bill at any time. 4.2.2.2 Etiquette for Dining Room ServiceWww.bzxZ.net
4.2.2.2.1 After the kitchen comes out, the dishes are served before the guests. When serving, use a tray. The tray is clean and intact. The serving is smooth, and the waiter walks lightly and at an appropriate pace.
4.2.2.2.2 Serve the dishes ordered by the guests according to the order: 4.2.2.2.3 The serving speed of Western food should be appropriate to the guests' dining speed. Hot dishes and cold dishes should be placed on trays that have been heated or cooled.
4.2.2.2.4 The waiter on duty shall check the actual situation of the table and seats and reasonably determine the order of serving. When serving dishes, the waiter shall hold the dishes steady with both hands. The side dishes and side dishes shall be served together with the main dishes. The waiter shall announce the dishes clearly and in a low voice: 4.2.2.2.5 The table and dishes shall be placed in a practical and beautiful manner, and the guests’ choices and eating habits shall be respected. 4.2.2.2.6 All dishes shall be served to the guests. The waiter shall inform the guests that the table has been served and ask the guests to enjoy the dishes slowly. 4.2.2.2.7 When serving dishes, the waiter shall choose a reasonable position, be skilled, operate hygienically, and distribute dishes evenly: 4.2.2.2.8. The waiter should take the principle of interrupting the guests' meals as little as possible and choose the right time to remove the dishes. When removing the dishes, he should follow the hotel's work procedures, move lightly and standardize the position. 4
SB/T10476.--2008
4.2.2.2.9 When providing small towels for guests, the towels should be disinfected to ensure that the temperature and humidity are appropriate and avoid odor. The waiter should be on duty at any time to remove the towels used by the guests in time. 4.2.2.2.10 When the guests smoke, the waiter should use the special equipment provided by the hotel to provide the guests with cigarette lighting services in time, and the matches should be lit and extinguished away from the guests. If only a lighter is used to light the cigarette, the size of the flame should be adjusted in advance. 4.2.2.2. After serving, the waiter should promptly respond to the guests' greetings and provide the guests with the necessary services. 4.2.2.2.12 The waiter should replace the ashtrays for the guests in time according to the actual situation, and replace the dishes for the guests in time. When serving, the waiter should use a tray, ask the guests' opinions, and serve after getting permission. 4.2.2.2.13 The waiter should observe the guests' dining situation at any time, replace the dishes in time, and use a tray when replacing the dishes, ask the guests' opinions first, and then serve after getting permission. The operation should be hygienic, and the hot dishes and the new dishes should be placed in a convenient place for the guests to eat. 4.2.2.2.14 When serving banquets: the waiter should patrol in time, keep the table tidy, and remove the tableware used by the guests in time. When removing the tableware, the waiter should politely signal and obtain the guests' consent: add food and drinks at any time, provide ashtray replacement service and drink addition service, and ensure the temperature of hot food. 4.2.2.2.1 If the waiter causes damage to the guest's clothes due to work reasons, apologize to the guest and report it immediately. After asking for the guests' opinions, the hotel should provide free laundry services to the guests in a timely manner and return the washed items to the guests as soon as possible. 4.2.2.3 Etiquette Standards for Drinks and Beverages Service
4.2.2.3.1 The waiter should respect the guests' eating habits and introduce the drinks and beverages to the guests appropriately according to the principle of matching drinks and beverages with the menu. Before placing an order, the name of the drinks and beverages should be repeated. If multiple people choose different drinks, the request should be accurately recorded and served correctly. 4.2.? .3.2 Before pouring drinks and beverages, the waiter should wash his hands and wait for the drinking utensils to be clean and intact. After obtaining the consent of the guests, he should pour them in order of etiquette. If the amount of wine is appropriate, the guest's consent should be obtained once when refilling. 4.2.2.3.3 When serving drinks, the waiter should ask the guest about the drink requirements and relevant precautions before providing relevant services. 4.2.2.3.4 When serving bottles of wine, the guest should be shown the ordered wine first, and the bottle should be opened in public after final confirmation: When serving high-end wine, the host should be asked to taste the wine for confirmation. When pouring drinks, a tray should be used. 4.2.2.3.5 When serving guests, the bartender should ensure hygiene and be proficient in the method. When guests are talking, the bartender should take a break from the coffee. When the guest is not satisfied with the prepared drinks, the waiter should apologize to the guest and try to provide satisfactory service to the guest. 4.2.2.3.6 When serving hot or cold drinks, the cups or utensils should be used in advance to cool down the temperature and ensure the taste of the drinks. When serving iced drinks, the condensed water droplets on the cup wall should be wiped off to prevent water droplets from dripping onto the cup or the guest's clothes. When serving colorless and tasteless drinks, the bottle should be opened and poured in time according to the guest's wishes.
4.2.2.4 Etiquette for post-meal checkout
4.2.2.4.1 The waiter should pay attention to the guest's dining situation at any time. When the guest indicates to pay the bill, the waiter should provide service in time. The bill should be handed over correctly, in a standard and standardized manner.
4.2.2.4.2 When the guest pays the bill, the waiter should keep a certain distance from the guest and wait for the guest to prepare the money before going forward to collect the bill. When the cash is presented, the waiter should check it. After the payment, the waiter should thank the guest. 4.2.2.4.3 If the guests continue to talk after the conversation, the waiter shall continue to provide relevant services. 4.2.2.5 Etiquette Standards for Sending Guests Off
4.2.2.5.1 When the guests leave the restaurant, the waiter shall remind the guests to cover their belongings, 4.2.2.5.2 Send the guests to the restaurant door, say goodbye politely, and welcome the guests to come again. 4.2.3 Etiquette Standards for Guest Room Services
4.2.3.1 Etiquette Standards for Guest Room Cleaning and Maintenance Services 4.2.3.1.1 When cleaning the guest room or performing simple room maintenance, it should be done when the guest is out, and respect the guest’s habit of staying overnight: Before entering the guest room, press the door three times and report your identity, wait for the guest to open the door or confirm that no one is in the room before using the second key to open the door. 4.2.3.12 Open the guest room door falsely when cleaning the room. When cleaning guest rooms, try to avoid disturbing guests and provide fast and convenient services. When providing services, respect guests' privacy and habits, do not read guests' documents, do not leave their belongings and activities, and generally do not change the placement of guests' belongings. 5
S/T 10476—2008
4.2.3.1.3 When the hotel renovates or repairs guest rooms, it should sincerely apologize to guests in the form of a letter or notice, thank guests for their understanding and support, and provide guests with value-added services in a timely manner. When the maintenance staff installs and cleans, the maintenance items should be placed in order. The lifting action should be gentle and try not to disturb the guests' rest. If it causes inconvenience to the guests, they should take the initiative to apologize to the guests. When repairing, it is advisable to use special maintenance items and equipment, and guest room items and equipment should not be used at will.
4.2.3.1.4After the maintenance is completed, the maintenance staff shall take the initiative to clean up the maintenance waste, promptly inform the housekeeping department to tidy up the room, and restore the room to its original state as soon as possible. The housekeeping department shall return the guest in time and apologize to the guest for the inconvenience caused to the guest. 4.2.3.2 Guest service etiquette standards
4.2.3.2.1 The hotel shall provide shoe polishing service according to the guest's request and rental procedures, abide by the promise, and return it on time.
4.2.3.2.2 When the guest needs to wash or iron clothes, the room attendant shall collect the guest's clothes in time and return them on time, and put the washed or ironed clothes neatly according to the regulations:
4.? .3.? .3 When the guest borrows items, the hotel will warmly accept them: the waiter shall politely explain the relevant rental rules to the guest. If the items cannot be identified, the hotel shall take the initiative to provide suggestions and try to help the guest solve the problem. 4.2.3.2.4 When providing free drinks in the room, the needs and preferences of the guests should be respected, and drinks with free signs should be delivered to the hotel on time. 4.2.3.2.5 When ordering food delivery service, the delivery cart should be clean and tidy, and meet the hygiene requirements. The wheels should rotate flexibly, move easily, and make no noise. The tableware should match the food, be clean, neat, and intact. The waiter should stand at a certain distance from the food cart to introduce the food. When delivering food, if the guest is not dressed properly, the waiter should wait outside the door, and can enter the room to deliver food after the guest is dressed properly: The food delivery is completed, and I wish the guests a happy meal. 4.2.3.2.6 When a guest is sick, the hotel should send someone to visit the guest in time. The hotel should sincerely inquire about the guest's condition and provide necessary information in a timely manner according to the working procedures. The visitor should arrange the visiting time and try not to disturb the guest. 4.2.3.2.7 When a guest's belongings are lost in the guest room, the hotel should send someone to the scene in time, comfort the guest, express sympathy, provide assistance to the guest in time, and investigate and inform the guest of the results as soon as possible. 4.2.3.2.8 When a guest damages any item, the hotel should send someone to the scene in time, first check whether the guest is injured, and then check the damage of the items: repair or replace the damaged items in time, find out the cause of the damage, handle the claim according to the actual situation, and make sure the compensation is appropriate.
4.2.3.2. When a guest's belongings are damaged by a staff member, the hotel should send someone to the scene in time, apologize, comfort the guest, and then Check the condition of the stored items. After clarifying the responsibility, the staff should apologize to the guests again for the mistakes, negotiate compensation with the guests in time, and follow up the results:
4.2.3.3 Etiquette Standards for Cleaning Services in Public Areas 4.? .3.3.1 The waiter should be polite when seeing the guests and greet them in time. When the cleaning work causes inconvenience to the guests, the waiter should greet the guests and take the initiative to open the door for the guests when the guests leave. 4.2.3.3.2 When cleaning public areas, the waiter should maintain a professional working state: walk lightly and move skillfully. When the guests arrive, they should stop working. Greet them politely and give way to the guests. When the staff are talking in the work area, the cleaner should politely avoid them. .3.3.3 Before using the equipment, the service manager should ensure that the equipment is in good condition and not placed randomly. Tips.1 The waiter should be considerate to give way to the guests, take the clothes in a safe and appropriate manner, and comply with the etiquette standards. 4. 2.4 General etiquette for recreational services 4.2.4.1 General etiquette for recreational services 4.2.4.1.1 When the waiter sees the guest, he/she shall politely ask the guest to sign in and prepare for consumption. Please use the card or room card. Hand over the items in pairs. Do not use pairs when necessary. 4.2.4.1.2 The locker room attendant shall hand over the locker key to the guest according to the etiquette and remind the guest to keep the key properly. 4.2.4.1.3. The waiter shall use standard gestures to guide the guests to the dressing room. After the guests enter the dressing room, the dressing room waiter shall smile and greet them. He shall use standard gestures to guide the guests to the dressing room. When the guests have finished changing, the waiter shall be available in time. After the guests have finished changing, the waiter shall remind the guests to use the alarm key. 4.2.4.1. 4. The waiter shall clean the bathroom without disturbing the guests. 4.2.4.1.5. When providing beverage services in recreational places, the waiter shall hand over the beverage menu in accordance with the etiquette standards, wash hands before serving drinks, use trays when serving drinks or replacing used tableware, and the waiter shall pay attention to the activities in the venue at any time and respond to guests' needs in a timely manner. 4.2.4.2 Etiquette Standards for Sports Services
4.2.4.2.1 Before the opening of sports and recreational facilities, the waiter should take the initiative to ask the guests, answer the guests' questions patiently, and open the venue on time. If the number of people playing needs to be limited due to overcrowding, the waiter should explain to the guests and thank the guests for their cooperation. 4.2.4.2.2 The waiter should take the initiative to provide services and help to children and older people when patrolling the venue. Lifeguards should observe the situation in the venue at any time, and should politely stop anyone who violates safety regulations. 4.2.4.2.3 When the waiter is cleaning and disinfecting the venue, he should try to avoid hitting the guests. 4.2.4.2.4 When serving guests, the fitness trainer and ball game waiter should take the initiative to introduce themselves and call the guests by their names correctly. 4.2.4.2.5 When guiding guests to train or serving as a sparring partner for guests, the waiter should pay attention to observe and monitor the guests' training situation and provide timely advice and service.
4.2.4.2.6 The waiter should patiently introduce the bathing methods and precautions of the hot spring bath to the guests. For elderly guests who are unaccompanied or first-time consumers, special attention should be paid to the safety of the guests. 4.2.4.3 Entertainment Service Etiquette Standards
4.2.4.3.1 When there are many guests, the waiter should take the initiative to guide the guests, use standardized gestures, and politely lead the guests. 1.2.4.3.2 When guests play amusement machines, the waiter should take the initiative to provide coin exchange services. For new guests, the waiter should actively guide the operation method and introduce the rules of the game.
4.2.4.3.3 When the amusement machine malfunctions, the waiter should sincerely ask the guests and replace the coins for the guests in time. 4.2.4.3.4 In karaoke halls and dance studios, when serving drinks and snacks to guests, the correct service method should be adopted according to the actual conditions of the service venue to avoid blocking the guests' sight: waiters should take the initiative to provide guests with song name query and song ordering services. 4.2.4.3.5 Waiters should provide beverage services to guests in a timely manner, remove cigarette ashes and cups as needed, keep an eye on guests, and meet the service needs of guests at any time.
4.2.4.3.6 During the service period, waiters should reduce unnecessary service and when the service is about to end, waiters should politely remind guests to order the bill and leave. SB/1 10476--2008
People's Republic of China Domestic Trade
Industry Standard
Hotel Service Etiquette Standard
S13/1 10478---2008
Published and distributed by China Standards Press
No. 16 Hebei Street, Aixingmenwaili, Beijing
Government Code: 100045
Address spc. net. cn
Tel: 6852354668517548
China Standards Press Printed at high speed
Distributed by Xinhua Bookstores in various places
Copyright 880×123: 1/16
Printing Sheet 7 Words 16 Second Edition
First Printing in February 2009
February 2009 First edition of the month
Book 4: 1550662-19492
Exchanged by our company's distribution center
If there is a difference in the printing
Copyright infringement will be investigated
Report phone: (010)68533533
Tip: This standard content only shows part of the intercepted content of the complete standard. If you need the complete standard, please go to the top to download the complete standard document for free.