Etiquettes

Etiquettes

Welcome experience

Hoteliers can use the power of welcome throughout every facet of the guest experience, both within and beyond property borders. Welcoming strategies can be developed for different arrival times and in consideration of guest profiles. For travelers who arrive late, something comforting waiting in their rooms, may be just the welcoming feeling needed after the stress and fatigue of travel. Housekeeping teams can be trained to deliver something appropriate for any late arrival such as chamomile tea, warm cookies, and especially a welcome note acknowledging their late arrival with an offer to help make them comfortable, even at that late hour.

Create: Aug 29, 2019 Edit: Aug 29, 2019

Greetings (Key Words)

Good morning… Good afternoon… Good evening… Use sir/madam or use name when u know it. Why do you think using the guests name is one of our Hilton’s Brand Standards? Makes the guest feel special, it is personalized, it shows you have made a special effort. In what ways can you find out what the name of the guest is? Through you having a conversation with the guest, key card, event information, or simply asking. Once you know it, take the opportunities to use - notice the reaction you get!

Create: Jun 12, 2019 Edit: Jun 12, 2019

What makes an impressive welcome?

Good Eye Contact. Ask why? (shows you are interested) Smile. Ask why? (shows you are friendly /approachable) Nod. Ask why? (shows you understand) Lean In/Move Forward. Ask why? (shows your interest) Upright Posture. Ask why? (shows your confidence) Relaxed Facial Expressions. Ask why? (shows you are calm and understanding) Positive Tone of Voice. Ask why? (shows you are genuine/trustworthy)

Create: Jun 12, 2019 Edit: Jun 12, 2019

4 areas of contact

What do guests want to feel when they visit your hotel for the first time? We promise to always : Make u feel welcome Give you a room that’s clean,fresh and reflects the highest quality standards Respond promptly to any needs you might have Give you the service that will make you want to return

Create: May 2, 2019 Edit: May 4, 2019

4 areas of contact

the arrival experience is your first opportunity for interaction with everyone who sets foot on your hotel’s property - from guests to members. There are 4 areas of contact through which you can influence your guests during the arrival that will go a long way to making the first impression count. Greeted Directed Treated Seated

Create: May 2, 2019 Edit: May 4, 2019

First impressions: the arrival experience

Like it or not, most people judge us by what they see. In the first few seconds of meeting, they have assessed us and make a judgment—positive or negative—that is not easily changed. By the time we open our mouths to speak, our words will account for only a portion of a person's perception of us. The rest is based on our tone of voice and the way we look and move. We look for clues such as clothing choices, grooming and demeanor to tell us about their trustworthiness, credibility, effectiveness. Cleanliness, attention to detail and more. These clues are also a shortcut to evaluating a business establishment. By observing the appearance and body language of the personnel, a customer judges—again, positively or negatively—whether or not he or she want to do business there. Personal appearance, grooming, body language and the first words we say are tools we can use to influence the visual impact we make during our first moments with a new person. When we understand how much we influence other by our dress and appearance, we become much more careful in selecting what we were to face the world each day.

Create: May 2, 2019 Edit: May 4, 2019

Etiquette in Housekeeping

Everyday interaction with people addressing their needs, wants and expectations require special skills of tact, diplomacy, and positive attitude, combined with knowledge and flexibility. Why is etiquette in housekeeping Challenging? Housekeepers also are representatives of your hotel. They should follow suggested customer service protocols just like other employees Every situation we face is different Every Guest is different Employees have no control over what attitudes, needs, expectations and experiences any one guest may bring to the situation.

Create: Apr 29, 2019 Edit: Apr 30, 2019

Etiquette in back of the house

Back of the house is the area in hospitality business that guests usually don’t see. The back of the house is called the heart of the house.it includes the kitchen and receiving and storage areas.in hotels it includes the laundry room boiler room and the offices. The back of the house should be clean and well maintained. Including the laundry rooms in hotels. All though there is not a lot of contact with guest. employees should still hold high standards in dress and attitude to wards guests. At first you might think that only front of the house employees need to worry about customers. However that is not the case. All employees are responsible for making sure that customers receive the best service possible. All employees must be customer-focused.

Create: Apr 29, 2019 Edit: Apr 30, 2019

The etiquette that a waiter exhibits in a restaurant or hotel (2)

Do not overhear conversation. Avoid mannerisms such as touching hair, picking nose, etc. Stand erect all the times. A gentle bow at the time of service is permissible. Be attentive to guest calls. Speak softly. Avoid arguing with service staff or guest in the restaurant or hotel. Avoid soliciting for tips. Remove tips only after the guest has left. Enter and Leave the restaurant through the service door only. Carry pen or pencils in the pocket and not behind the ears or clipped in the front of the jacket. Desist from chewing gum or beetle nut. Present the bill/check to the host discreetly in order to avoid embarrassing him.

Create: Apr 29, 2019 Edit: Apr 30, 2019

The etiquette that a waiter exhibits in a restaurant or hotel

The etiquette that a waiter exhibits in a restaurant or hotel should comprise the following: Attend the guest as soon as they enter the restaurant or hotel. Assist guest to remove warm, heavy coats in the winter and help put them on when they leave. Wish guest the time of the day and welcome them to the restaurant. Preferably address them by their name which requires remembering them. Be polite to guests. Help to seat ladies. Provide extra cushions or special chairs for children. When speaking to guest, do not interrupt him if he is speaking to another guest.

Create: Apr 29, 2019 Edit: Apr 30, 2019

Etiquette in Front of the house Vs. back of the house

The front of the house means the part of a business such as a hotel where the employees deal directly with customers. The front of house service is ultra-efficient and observant, yet human and personable. The people or job you will met is the receptionist or the bell hop down to the waiter or waitress even the cleaning ladies. it will also the second critical moment when you come to the restaurant including the place being clean and nothing on the floors. The hotel and restaurant business is an admixture of showmanship, diplomacy and sociability. All front line personnel are required to have an ability to communicate effectively coupled with certain manners and etiquette associated with gentleness.

Create: Apr 29, 2019 Edit: Apr 30, 2019

Etiquette in Hospitality

Workers in the hospitality industry need to know the proper way to greet their customers. If they are not formal enough for a given situation, they will make the guests feel uncomfortable. The guests may not feel that they are being treated respectfully or that the service is up to proper standards. On the other hand, excessive formality (for a given situation) can also leave guests uncomfortable. It can make them feel that they are in a situation where the staff is not friendly and welcoming. The staff of any business in the hospitality industry must understand how to act with the proper level of politeness for various types of guests in various different situations. By doing so, they will be able to give the guests the sort of experience that they expect and with which they will be comfortable.

Create: Apr 29, 2019 Edit: Apr 30, 2019