Etiquette & Manners

While talking to a guest.

•  Always smile while talking to a guest.
•  Always maintain an interested and helpful expression on your face.
•  Maintain eye contact. Even if you are busy with the computer look up once in a while to maintain eye contact.
•  Maintain a distance of at least 2 feet.
•  Speak softly and clearly without any artificial accent.
•  Avoid unnecessary movements of hands and facial gestures. 
  
  
  
   While standing
  
  
  
  •  Stand erect at ease, but not in a casual manner.
  •  Weight balance on both the feet.
  •  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 a counter.
  •  Remember, you may be in a view of the guest, even when you are not directly interacting with him/her. Maintain your poise all the times.
  •  Do not huddle against the bunches.
  
  
  
  
   While walking.
  
  
  
  •  Walk at even pace while walking in the public areas, without any sound of the footsteps.
  •  Do not run in the guest area.
  •  While in the corridors, if guest are approaching, get aside and give them the way first.
  •  If near a door, open the door for the guest to pass through.
  •  Walk on the left hand side.
  •  If accompanying a guest, walk on his right hand side and open the door for the guest.
  •  Walk erect and maintain the poise.
  
  
  
  
   While talking to a colleagues.
  
  
  
  •  Do not use slang or abusive language, with our colleagues.
  •  Be aware of your conservative on the telephone. Guest may be watching and hearing.
  •  Never shout on the telephone.
  •  Do not have long conversation on phone, when the guest is waiting.
  •  Do not entertain personal calls, while at work.
  
  
  
  
   Courteous Behavior
  
  
  
  •  Anticipate guest needs and fulfill them without being asked:
  •  Open the door and let the guest pass ahead.
  •  Hand him a pen as he reaches for his own.
  •  Light his cigarette, as he gets ready to light it.
  •  Reach out for the heavy bag he is carrying.
  •  Do not get familiar with the guest, even when he treats you like a friend. Maintain professional relationship.
  •  Treating guest courteously and the turning to a colleague and talking to him impolitely destroy the image. Maintain the same finesse and the politeness.
  •  Treat non-resident guest with as much respect as resident guest.
  •  They are potential guest too.
  •  They may be using F&B facilities.
  •  Do not forget power of “word of mouth” publicity.
  
  
  
  
   General
  
  
  
  •  Be aware of the offensive habits that you have:
  •  Biting nails.
  •  Picking hair, nose, and ear.
  •  Yawning.
  •  Sneezing/coughing without covering your mouth. Refrain at least when in the guest’s view
  •  Handle equipment with banging or making noise.
  •  Do net get nervous or hurried during busy hours, stay calm.
  •  Do not come in the public area in the clothes other than your uniform.
  •  Do not hang out in the guest area when not on duty.
  •  Do not talk loudly or hold lengthy conversation like: lobby, restaurants, floors etc.
  •  Do not talk in a vernacular within earshot of the guest. He may think that you are talking about him.
  •  Do not grumble to the guest, he is not interested in your woes and will think poorly of you.
  •  Do not speak poorly to the guest about another guest, staff member or another department.
  •  Do not hint or solicit tips.
  
  
  
  
   Greetings
  
  
  
  •  Good morning, sir/madam (00.00hrs-12.00) It is wrong to say “morning, sir/madam”
  •  Good afternoon, Sir/madam (12.0016.00)
  •  Good evening, sir/madam. (16.00-00.00)
  
  
  
  
   Seeing off a guest
  
  
  
  •  Have a pleasant day, sir/madam.
  •  Have a pleasant afternoon, sir/madam.
  •  Good night, sir/madam. (Never say, “Have a pleasant night,”).
  •  I hope you enjoy your stay with us, Sir (Mr.___).
  •  We look forward to your next visit. Sir/madam (Mr./Ms.___).
  
  
  
  
   When the guest asks for something and you can provide
  
  
  
  •  Certainly Sir, (Mr.___) I will send it your room.
  •  Certainly Sir, (Mr.___) the attendant will come and help you.
  •  Certainly Sir, (Mr.___) right away.
  •  Certainly Sir, (Mr.) the Housekeeper will assist you.
  •  I will go and get it right away, Sir/madam (Mr./Ms.)
  • When you like the guest to repeat what was said or when you do not understand what was said
  •  I beg your pardon, Sir/ madam (Mr./Ms.).
  •  Would you kindly repeat that, Sir/Madam (Mr./Ms.).
  •  Could you spell it for me, Sir/Madam (Mr./Ms.).
  •  Never say “what” or “huhn”. 
   When you are not able to provide the service
  
  
  
  •  I am sorry, Sir/Madam (Mr./Ms.), this is not available, may I get you ___ instead.
  •  I am sorry, sir/Madam (Mr./Ms.), this is not available would you like to have something else, instead.
  •  May I suggest an alternative?
  •  I am terrible sorry; we do not have this item. Is there anything else we can provide?
  •  When you are not sure, whether it can be provided
  •  Yes, certainly, allow me to find out and I will get back to you
  •  If you have to keep a guest waiting because you are busy with someone else. Then when you revert back to guest.
  •  Good morning Sir. Madam, I’ll be with you in a minute.
  •  I’m sorry to have kept you waiting, how may I assist you.
  
  
  
  
   Asking the guest whether he needs any assistance.
  
  
  
  •  May I assist you, Sir/Madam (Mr./Ms.)
  •  May I help you, Sir/Madam (Mr./Ms.)
  •  Could I be assistance, Sir/Madam (Mr./Ms.)
  •  Mat I take your order, sorry to have kept you waiting, Sir/Madam (Mr./Ms.)
  •  My name is ___. Please call me for a service anytime. Sir/madam (Mr./Ms.)
  •  Please let us know if there is any thing we can do for you, Sir/madam (Mr./Ms.) (Use this expression when you go to see the occupancy.)
  
  
  
  
   When the guest thanks you for something.
  
  
  
  •  My pleasure, Sir/madam (Mr./Ms.)
  •  You are most welcome, Sir/madam (Mr./Ms.)
  •  Glad to be at your service, Sir/madam (Mr./Ms.)
  •  Not at all, Sir/madam (Mr./Ms.)
  
  
  
  
   When you wish to assist in carrying something
  
  
  
  •  Allow me, Sir/madam (Mr./Ms.)
  •  May I assist you, Sir/madam?
  •  When a guest asks you price of something
  •  That will be ____ Rupees inclusive/exclusive of the tax.
  •  Always speak in complete sentence
  •  May I know your name please? Not ‘name please!”
  
  
  
  
   When leading the guest
  
  
  
  •  Please come this way, Sir/madam
  •  Never use hotel jargon
  •  Do not use words like HRS, TRN, covers, pax ST, LT etc.
  •  To break away a conversation with a guest
  •  Will you please excuse me? Then add- good day Sir/madam.
  •  When the guest is unwell
  •  I am sorry to hear that. I hope you get well soon. May I contact the doctor for you?