While interacting with our GUEST Etiquette and Manners 01 Facial Expressions Always smile Always maintain an interested and helpful expression Maintain eye contact While talking to Guest
While interacting with our GUEST Stand properly at ease Weight balanced on both feet Shoulders straight Chest out / Stomach in Distance, Speech and Gestures Maintain the distance at least 2 feet Speak softly and clearly Avoid unnecessary movements of hands and facial gestures While standing Posture Etiquette and Manners 0302
While interacting with our GUEST Maintain your poise always You may be in view of the guest, even if you are not interacting Do not gather together in groups Hands Keep hands on the sides or behind your back Do not keep hands in pockets or in hips Do not cross arms across the chest Do not lean against the counter If the guest is not around Etiquette and Manners 0504
While interacting with our GUEST If guest are approaching, get aside and give them first right of way If near a door, open the door for the guest to pass through Pace In corridors Walk at even pace in guest areas without sound of footsteps Do not run in guest area Etiquette and Manners 0706 While walking
While interacting with our GUEST Speak softly and politely - in restaurant - in corridors - at reception counter Which side Walk on the lefthand side If accompanying a guest, walk on his/her righthand side and open the door for the guest Always use open palm Walk properly and maintain your poise Etiquette and Manners 0908 While talking to colleagues Speech
While interacting with our GUEST Be aware of your conversation on the telephone. Guests may be watching or listening Never shout on the telephone Do not have long conversation, when guests are waiting. Do not entertain personal calls at work Language On telephone Do not use slang or abusive language with your colleagues Etiquette and Manners 1110
While interacting with our GUEST Do not get familiar with the guest, even if he treats you like a friend. Remember your relationship with the guest is professional Anticipation Familiarity with the guest Anticipate guest needs - Open the door for the guest - hand him/her a pen - reach out for the bag he/she carrying - open the umbrella for the guest Etiquette and Manners 1312 Courteous Behavior
While interacting with our GUEST Treat them with as much respect as our regular guests. They are potential guests too Remember“word of mouth”policy Guests & Colleagues Guests from star hotels Treating guest courteously and then turning to colleagues and talking impolitely, destroys the image Maintain the same finesse and politeness Etiquette and Manners 1514