The way we project ourselves to the world in terms of our overall presence helps us create an identity for us. Etiquette, Courtesies and Mannerisms are the cornerstone of the hotel industry and it is ever so important to develop a mastery over them.

1. Etiquettes,Courtesies
&Mannerismsofa
HotelProfessional

2. Entrances & Exits
• Observe movement of guests.
• As a rule, always volunteer to open doors for
guests.
• Position yourself in front. This enables you
better control over heavy doors.
• Smile and Greet - ‘Here you go’/ “Welcome to
the Hotel / Restaurant” or a simple “Good
Morning. Have a good day”.
• Thank when someone keeps the door open
for you.
Doors

3. Entrances & Exits
• After walking through a door, ensure
to hold (keep it open) so that people
behind you can also pass through.
• For doors that open both-ways,
ensure to always ‘pull to open’ such
doors, as otherwise you might injure
a person approaching the door from
the other end.
Doors

4. Entrances & Exits
• Always direct with open palm gestures.
• Assist guests with disabilities and ones carrying
heavy packages / luggage.
• Volunteer to exit if elevator is too crowded.
• Don’t gossip or discuss - guests or hotel issues.
• Thank when someone keeps the door open for
you
Elevators

5. Entrances & Exits
• While waiting for the elevator, stand at a suitable distance from the
door. Someone may be exiting at the floor.
• When in the elevator, offer assistance in pressing the key of the
required floor for the guest.
• While in guest elevators, never attempt at grooming or adjusting
your make-up in the elevators
Elevators

6. Entrances & Exits
• You should always let the guest pass unless
leading the way.
• Do not rush or push people on a staircase,
even if in a hurry.
• Always ensure to climb (up or down) from
staircases aligning yourself towards one end
of the staircase platform
Stairs

7. Receiving & Welcoming Guests
• Ensure to be well-groomed at all times.
• Check your appearance frequently and if the
needed correct and adjust it.
• Don't smoke / eat in clear view of the guest.
• Keep the work space tidy.
• Carry yourself with pride.
• Always smile, ensuring that you smile
naturally and sincerely.

8. Receiving & Welcoming Guests
• Volunteer to assist in opening car doors at
the Porch.
• If a guest is carrying heavy luggage, be sure
to extend help to the guest.
• Treating guests courteously and then turning
to colleagues and talking impolitely, destroys
the image. Maintain the same finesse and
politeness.

9. While Talking to a Guest
• Give full attention and do not say “Yes” until you
completely understand the content.
• Never say “I don’t know”. Instead find out and
ensure that guest is provided with accurate
information.
• Do not argue with guests. Do not impose your will.
• Never discuss negative views about the hotel or
other staff with the guest.
• Smile while welcoming guests in your outlet.

10. While Talking to a Guest
• Maintain regular eye-contact.
• Maintain a distance of at least 2 feet from the guests
while taking an order.
• Avoid using hotel jargon or slang in front of guests.
• Personalize conversations by using guest’s name
whenever possible.
• Avoid unnecessary movements of hands and facial
gestures while describing dishes, or while speaking
to guests.

11. While Standing with a Guest
• Balance yourself on both feet.
• Shoulders straight, Chest out and Stomach in.
• Do not keep your hands in pockets or on your hips/waist or folded
across the chest.
• Do not lean.
• Guests see you at all times…! Maintain your poise at all times.
• Do not huddle together.
• Avoid turning your back to the guest whenever possible.

12. While Walking
• Walk at 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 the way. If near a door, open the door for
the guests to pass through.
• Walk erect and maintain your poise.
• Never push or shove any colleague, no matter what the hurry.

13. Points
Waiters must never point
Do not address guests from far-off
Welcoming each guest as they walk-in is a MUST
Meet, Greet & Seat a guest should be followed.

14. General Etiquettes
• Handle equipment without banging.
• 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.
• Do not hang around in guest areas.
• Do not come to guest areas when not in uniform.

15. General Etiquettes
• When talking to guests, do not grumble. He is not interested in your
woes.
• Do not speak poorly about other guest, staff or department.
• Do not hint or solicit tips.
• Be aware of your conversation on the telephone. Guests may be
watching and hearing.
• Never shout into the telephone.
• Do not have long conversation, when guests are waiting.
• Do not entertain personal calls, while at work.

16. Postures
• Stand erect and at ease.
• Weight balanced on both feet.
• Shoulders straight.
• Chest out / Stomach in.
• Keep hands on the sides, in front or behind
your back.
• Do not keep hands in pockets or on the hips.
• Do not cross arms across the chest.
• Do not lean/rest against counters.

17. Mobile Etiquettes
• Ensure that your mobile conversation is not disturbing other people.
• As an employee ensure that your personal mobile should be on
silent/vibration mode.
• While talking on a phone, do not rest it against your shoulder in an
attempt to multi-task (free your hands). This coveys an
unprofessional attitude to the guest.

18. While Talking to Colleagues
• Speak softly and politely (in
restaurant, in corridors, at
reception counters etc.).
• Do not use slang or abusive or
un-parliamentary language with
your colleagues.

19. Thank You