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    Etiquetteandmannersofatruehoteliar 130614054324 Phpapp01

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    Mic Celis
    The document provides etiquette and manners guidelines for hotel staff when interacting with guests, including holding doors, using elevators, posture, greetings, conversations, and walking in guest areas.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Etiquetteandmannersofatruehoteliar 130614054324 Phpapp01

    Uploaded by

    Mic Celis
    16 views18 pages
    The document provides etiquette and manners guidelines for hotel staff when interacting with guests, including holding doors, using elevators, posture, greetings, conversations, and walking in guest areas.

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    The document provides etiquette and manners guidelines for hotel staff when interacting with guests, including holding doors, using elevators, posture, greetings, conversations, and walking in guest areas.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    16 views18 pages

    Etiquetteandmannersofatruehoteliar 130614054324 Phpapp01

    Uploaded by

    Mic Celis
    The document provides etiquette and manners guidelines for hotel staff when interacting with guests, including holding doors, using elevators, posture, greetings, conversations, and walking in guest areas.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 18

    Etiquette and Manners of a

    True Hotelier
    Etiquette and Manners of a
    True Hotelier

    Etiquette Hints for


    Entrances
    &
    Exits
    DOORS

    •The hotel staff should observe guests approaching the door and
    open it as the guest walks through.

    •The door is opened in the direction in which the guest is going.

    •Always open the door for the person


    behind.
    •The hotel staff should greet the guest as he/she passes
    through the door.

    •The hotel staff must thank anyone who keeps the door open.
    ELEVATORS
    •The hotel staff should show the way using an open palm gesture
    whilst holding the door using the elevator door button.

    •One must always hold the door and help people with disabilities or
    heavy packages.

    •If the elevator is too crowded the hotel staff should volunteer to
    exit.

    •Never gossip or discuss other guest or


    hotel issues whilst in the elevator.
    •Hotel staff should always use the service elevators unless
    accompanying a guest.

    •The hotel staff should not stare at the guest or themselves through
    the mirrors inside the guest elevator.
    STAIRS

    •The hotel staff should always let the guest pass unless
    leading the way.

    •Do not rush or push people on a staircase, even if in a


    hurry.
    Etiquette and Manners of a
    True Hotelier
    •Always smile while welcoming the guest in your outlet.

    •Always give the guest full attention and do not say, “Yes” until you
    completely understand what he is asking for. Always provide the
    guest with at least two alternatives while solving a problem.

    •Never say “I don’t know”. Tell the guest you will find out for him /
    her and ensure that he /she is provided with accurate information.

    •It is highly advisable that you should not argue with the guest. Try
    to speak softly and clearly, without artificial accent.

    •Never discuss negative views about the hotel or other staff with the
    guest.
    •Try to maintain regular eye contact with your guest. There may be
    sometime you remain busy with your other task. Even then try to
    have a look at your guest every now and then.

    •Maintain a distance of at least two feet from the guests while


    taking an order.

    •Avoid using hotel jargon and slang in front of the guest.

    •Personalize the conversation by using the guest’s name whenever


    possible.

    •Avoid unnecessary movements of hands and facial gestures while


    describing dishes, or while speaking to guests.
    Etiquette and Manners of a
    True Hotelier
    •Weight balanced on both feet

    •Shoulders straight

    •Chest out

    •Stomach in
    •Keep your hands on the sides or behind your back.

    •Do not keep your hands in the pockets or on the hips.

    •Do not cross your arms across the chest.

    •Do not lean against the sideboard, panels or the hostess desk.

    •Remember, you may be in view of a guest even when you are not
    directly interacting with him/her. Maintain your poise at all times.

    •Do not huddle together in bunches inside the restaurant. There is


    always something to be done in your area, even when the guests are
    not there.

    •Avoid turning your back to the guest whenever possible.


    Etiquette and Manners of a
    True Hotelier
    •Walk at an even pace inside the Guest area (Lobby,Restaurant),
    avoiding any sound of the footsteps. Never run inside the guest
    area.

    •While walking in guest areas, if guests are approaching, get aside


    and give them first right of way. If near a door, open the door for
    the guests to pass through.

    •Walk on the left hand side.

    •If accompanying a guest, walk on his/her right hand side and open
    the door for the guest.
    •Walk erect and maintain the poise.

    •Never push or shove any colleague, no matter what the hurry

    •Everyone should follow the generally accepted rules of traffic


    while walking through the restaurant. Walk to your left side.

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