Must Follow Etiquette Tips
for Hoteliers
Hotel
industry is a truly professional industry. Success of an establishment highly
dependent on the professionalism of its staffs and authority. Therefore being a
part of this industry, as a hotelier you should maintain some etiquette to
ensure 100% professionalism from your part. Today we will learn some must
follow etiquette tips. If you really want to be a successful hotelier then must
follow the following tips.
1: Don’t discuss any argumentative topic in front
of your guests and even with your colleagues that could hurt others or create
arguments. Such as:
- Politics or Political Views
- Religion
- Hotel’s internal policies and
procedures and staff’s welfare
- Family affairs
- Personal relationship
- Personal affairs and
conversation of intimate nature
- Supernatural beliefs
2: If you don’t have
working schedule then don’t come in hotel. Without schedule our presence in
hotel is strictly prohibited.
3: After finishing your
working hours don’t walk here and there. You are not allowed to hang around in
public area (i.e. restaurants, pubs, theatres, parks etc) of a hotel.
4: As an hotelier you must keep in mind that you
are part of a team. So, if required be prepare to assist your colleague, do
whatever job you are assigned. For example a Cashier can assist to move
luggage, front desk manager can rooming a guest. etc.
5: Try to think beyond a guest. Try to
consistently exceed guests’ expectation by always thinking one step ahead of
them and delivering the best possible service even before they could ask for
it. But must keep in mind that never be so hyperactive that your guest could be
bored with you.
6: While working must follow these etiquette rules:
- Always wear proper uniform with
correct Identity badge or tag.
- Conduct with your guest in a
professional and respectable manner
- Stand like a professional.
Stand in an upright posture with hands behind the back when not serving
Guests.
- No raising of voices or
arguing with guests, causing commotion and disturbing the peace
- Do not rough and tumble
- Do not use Guest’s elevator
unless escorting Guests. Use the Stairs if it is for 3 levels down or 2
level up.
- Escort guests into the elevator
first and assist them with pushing the lift buttons.
- Do not gather in groups of more
than two. Unnecessary gathering or gossiping is strictly prohibited.
- Do not chew gum. This looks
really bad.
- Do not smoke while on duty
except in designated area during meal breaks and do not smoke with jacket
on.
- Do not wriggle arms, legs or
drum fingers at the counter.
- Do not lean against walls or
counter, slam drawers or throw things around.
- Do not read magazines,
newspapers or books.
- Do not sleep while on duty. If
you need just take few minutes rest on back area.
- Do not keep or take property
not belonging to you personally.
- Do not invite friends or
relatives into any area of the hotel. Must remember this is your working
place not your home!
- Do not make unimportant and
long personal phone calls. Specially if you work in front desk then don’t
use hotel’s phone for personal reason unless you really need to use it.
- Do not carry hand phone and
pager, must be on silent mode.
- Do not utilize hotel guest
facilities for your personal benefit.
- Do not sit at any time in areas
designated for guest.
- Do not loiter around public area
i.e. Lobby, lift landing, guests’ floors
- Do not bring food into work
area.
- Do not manicure nails, pick
teeth, nose, comb or flick hair.
- Do not register anger or
impatience towards colleagues and guests.
- Assist guests by personally
showing them to their required location, when time and manning permit and
duty calls for.
- Smile and acknowledge every
guest that passes your way by using proper greetings.
- Greet your guest and colleagues
whenever you meet with them.
- Must take each and every
complaint with highest priority.
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