The document provides etiquette guidelines for hotel staff interactions with guests. It outlines proper etiquette for opening doors, using elevators, communicating with guests, posture, walking, and avoiding offensive habits. Key points include greeting guests with a smile, giving full attention, holding elevator doors, avoiding gossip, using appropriate body language and eye contact, and prioritizing guests' needs.
3. • 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.
5. • He 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.
8. • 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.
9. • 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.
• Do not speak poorly about other guest, staff or department.
11. • Be aware of your conversation on the telephone. Guests may be
watching & hearing.
• Never shout into the telephone.
• Do not have long conversation, when guests are waiting.
• Do not entertain personal calls.
13. • Weight balanced on both feet
• Shoulders straight
• Chest out
• Stomach in
14.
15. • 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.
17. • Walk at an even pace inside the guest area(lobby,restaurant),
avoiding any sound of the footsteps. Never runinside 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.
18. BE AWARE OF THE OFFENSIVE HABITS YOU
HAVE
• Biting nails
• Picking hair, nose, ear.
• Yawning,Sneezing / coughing
without covering your mouth.
Refrain at least, when in guest’s
view.
19. WHEN ON DUTY
• Stay calm. Do not get nervous or hurried.
• Do not talk loudly or hold lengthy discussions, in guest
areas.
• Do not talk in vernacular. Guest will misunderstand.
Etiquette and Manners General
• Do not hang around in guest areas.
• Do not come to guest areas when not in uniform.
