1. the meaning of etiquette: China is a "state of etiquette". The foundation works are "three rites", namely "Zhou Li", "Yi Li" and "Book of Rites". Confucius is the biggest country owner, and he strongly advocates learning etiquette: "see no evil, don't listen to evil, don't say evil, don't move until evil". Confucius' classic saying is: "If you don't learn etiquette, you can't stand". In this regard, Xunzi explained in "On Rites": "People are rude and not born, things are rude, and countries are rude and restless." Xunzi also said: "courtesy is the extreme of heaven, the way of the earth, and the moment of people." This is the social value of etiquette. In short, if you don't learn etiquette, it's difficult to establish people, things and countries. Etiquette is the rule of being a man, doing things and governing the country, which shows the great function of etiquette.

Etiquette, in today's words, is the sum total of long-term good behaviors. Three meanings; First, it was formed for thousands of years in time. For example, the etiquette of the Spring Festival in China is said to have started in the Yao and Shun period. In social life, weddings (one worships heaven and earth, the other worships the high hall, couples worship each other, and enter the bridal chamber), funerals (Pima Dai Xiao, Sanqi mourning, and children's farewell), and official ceremonies (officials are not the masters of the people, so it is better to go home and sell sweet potatoes, and some monarch and minister ceremonies) have a long history. Second, it refers to good behavior in content. Because there are all kinds of etiquette in the past dynasties, those reactionary, feudal, backward and ignorant etiquette have been gradually eliminated through advancing with the times and eliminating the fittest, and those beautiful and civilized etiquette have been inherited. So "etiquette" is a positive compliment. The third is "summation", which refers to etiquette culture, which runs through and permeates all aspects of social life. When people say "look at each other" (eating, dressing, dressing up, walking and sitting), it means that all the people should pay attention to etiquette and not be rude and rude.

Etiquette is the sum total of beautiful behaviors that have been formed for a long time and are hard to change, so it has become the norm of people's words and deeds.

what is public relations etiquette? Public relations etiquette is a high-level social etiquette formed in the past hundred years. It is called high etiquette because it embodies the combination of tradition and times. It is the product of modern public relations. Public relations etiquette not only inherits and carries forward the beautiful words and deeds in traditional etiquette, but also absorbs the essence of the new era, which is fashionable and trendy. For example, "parents are here, children don't travel far." This is a traditional etiquette for thousands of years. We inherit and carry forward the virtue of filial piety. However, we are in an open market economy era. Parents are here, and children can and should travel far away before they can make a difference. This is the new public relations etiquette.

2) Characteristics of etiquette: Etiquette has the following five characteristics: First, it is universal * * * same sex. At all times and in all countries, from individuals to countries, etiquette exists everywhere. Etiquette is a code of conduct based on the life of human society, and all members of society are bound by certain etiquette norms. The second is the inheritance before and after. In the process of social development, the etiquette of past dynasties is carried forward from the past, and each etiquette has its historical origin, which comes down in one continuous line and is "discarded" in inheritance. The third is personality difference. There is a saying that "a hundred miles of different winds, a thousand miles of different customs." Every nation, every region, has its own merits. The fourth is the development of the times. Any etiquette has obvious characteristics of the times, and etiquette culture is a portrayal of the times. However, etiquette is also constantly innovating and advancing with the times. Etiquette culture will not remain unchanged, but will develop with the development of the times. Today, etiquette is still in line with international standards, and the etiquette of various countries blends with each other. The fifth is the diversity of standards. Due to the colorful etiquette, the standards for commenting on etiquette are also diversified. Such as "four differences" (different times, national conditions, occasions and objects, and different manners); There are also "when in Rome, do as the Romans do" and "mutual recognition is etiquette". However, there is a relatively unified standard: all words and deeds or customs that are conducive to social civilization and progress are in line with etiquette norms.

second, the significance and nature of hotel etiquette

1) the significance of hotel etiquette: its great significance has three functions: first, to shape the image. Image is the general impression and evaluation of the public, that is, "knowledge and reputation". Good manners can help shape the overall image of individuals and organizations. The second is harmonious relationship. Good manners can help convey information, contact feelings, enhance friendship, and coordinate and harmonize guest relations. The third is effective work. Good manners reflect the management level, corporate culture and employee quality, and make guests feel at home, which can make up for some shortcomings in their work. "rudeness is difficult to move", so etiquette is the basic skill.

Bacon said, "Good manners make our personality shine, and make our career icing on the cake". Practice has proved that etiquette is a civilization construction and etiquette is a big "software". Learning and using etiquette can make the hotel's personality shine and make the career icing on the cake.

2) the nature of hotel etiquette: the nature of hotel etiquette belongs to business etiquette. This kind of business etiquette has three manifestations, namely, civility, mutual benefit and public relations.

Civilization —— Hotels and guesthouses are places where civilization is particularly respected. From the concierge's "welcome" to the door, there are warm smiles and cordial greetings everywhere, the clean rooms, the delicious dishes, the charming service atmosphere and the elegant living environment, which make the guests who come to visit us reluctant to leave. Customers are enjoying civilization and bathing in the sunshine of civilization.

civility, of course, uncivilized words and deeds are not allowed. All phenomena that violate the law and morality must be banned. Hotels and guesthouses are the epitome of social civilization and the model holy land of civilized etiquette.

mutual benefit-hotels and guesthouses should pay attention to the social benefits of dedication and, of course, the economic benefits of mutual benefit. Earn economic income through excellent service; Customers also get benefits. This is a win-win situation of mutual benefit. Nowadays, hotels have established a new concept: the relationship between hotels and guests is not a hostile relationship between you and me, but a mutually beneficial and cooperative partnership. The competition between peers is not a life-and-death confrontation relationship, but a mutually supportive * * * win * * * life relationship.

mutual benefit, of course, words and deeds that harm others and benefit themselves are not allowed. All phenomena that infringe on the interests of guests must be banned. For hotels, it is necessary to insist on the voice of guests as the first signal, the interests of guests as the first pursuit, and the satisfaction of guests as the first standard. For guests, it is also impolite to safeguard the legitimate rights and interests of hotels, make excessive claims for certain mistakes, and implement some irregular behaviors.

public relations-the clients of hotels and guesthouses are the general public, and "all who come are guests". No matter who comes from up and down or so, as long as they follow the formalities, they are all our "God and relatives". Therefore, we should serve them equally. It is not allowed to judge a person by his appearance, or to position the service by his position and power. We should seek common ground while reserving differences, coordinate and communicate with guests, and establish harmonious interpersonal relationships. Attendants should enhance the "awareness of PR relations among all staff". It is also necessary to carry out qualified training for "public relations officers".

public relations, of course, does not allow "favoritism" discriminatory words and deeds. All phenomena that damage public self-esteem must be banned. When dealing with some guest conflicts, we should restrain ourselves with the strategic concept of "the customer is always right", focus on the overall situation and be good at compromise, which is in line with the etiquette spirit of "public first". (III) Five Basic Principles of Hotel Etiquette

1) Sincerity Principle Sincerity is a friendly expression of treating people sincerely, without lying, hypocrisy, deception or insult, and treating guests with integrity in everything. Socrates once said that sincerity is the first rule of etiquette. "You must contribute your sincere love and learn how to win a person's heart with proper and honest methods." As the saying goes, "Sincerity leads to success", and only sincerity can win the hearts of guests.

2) Tolerance principle Tolerance is a noble realm of being kind to others, so be tolerant and tolerant. Learn to be tolerant, understanding and considerate of guests. Never be harsh, critical or aggressive. Be reasonable and wait for no man. Guests come from all directions, and their ideas, qualities or customs are uneven. For many words and deeds that you don't like, the waiter should be generous and not too demanding. Tolerance means allowing others the freedom to act and judge, and tolerating patiently and fairly opinions different from their own and traditional views. The Encyclopedia Britannica defines this.

3) Self-discipline principle Relatively speaking, waiters should be strict with themselves, restrain their words and deeds with etiquette norms, and establish an inner moral belief and self-cultivation criterion in their hearts during the service process. Realize self-education, self-management, and straighten your own balance. I once said that "the guest is wrong and I take care of it" is the good use of the principle of self-discipline, which finally won the guests' touch. The waiter is self-disciplined and the guests will be reasonable.

4) The principle of moderation refers to grasping the propriety and exercising appropriate etiquette according to specific situations and situations. When dealing with guests, you should be warm and generous and not flirtatious; Self-respect and self-respect should not be conceited; Trust people but not credulous; Be modest and not feel inferior. Also pay attention to the difference between inside and outside, between public and private, and not too close to guests; Don't be too fussy and too attentive. Words and deeds are measured. If you lose your degree, you will make mistakes

5) The principle of flexibility is different for the visiting guests in terms of identity, status, age, occupation, gender and health status, which should be treated equally and differentiated. Appropriate special care can be given to foreign guests. For the old, weak, sick and disabled guests, someone should help them when they enter the gate. But for ordinary guests, of course not. Many things should have been done by waiters, but some guests insist on experiencing it by themselves, or they can be satisfied appropriately, and don't "live or die." In the service, it is necessary to maintain some flexibility and treat the specific situation individually.

(4) Main contents of hotel etiquette

1) Five elements of etiquette should be fully reflected:

① Politeness is mainly spiritual ceremony. Respect and love the guests emotionally, especially in language, and be good at speaking the "cross ceremony" naturally and sincerely: please, hello, thank you, sorry, goodbye. This is not enough. We should improve our ability to speak "eight languages": address, thank you, respect, modesty, apology, elegance, auspiciousness and social intercourse. Language is the most common tool for waiters to communicate with customers. We should fully embody the spirit of cherishing our guests as "God and relatives" through appropriate language. (The next issue will focus on language ceremony)

② Etiquette etiquette is the main material ceremony. People are polite in four seasons and eight festivals. Hotels and guesthouses should not only be friendly to customers in spirit (language), but also give them all kinds of material benefits, such as giving some discounts, giving some coupons, giving some small commemorative gifts, etc., which is also a practical expression of being kind to customers.

③ Etiquette is mainly a formal ceremony. Instrument is a form. Etiquette is similar to "beauty of appearance". The waiter in the hairstyle, dress, dress and other manners; Hotels and guesthouses should conform to the etiquette standards in the ritual procedures of various activities. For example, the etiquette of engagement wedding ceremony, opening ceremony, award ceremony, press conference, etc. is very particular.

④ manners are mainly manners. Confucius said, "Be gentle, then be a gentleman". Now when people say "graceful", they all mean manners. Manner, also known as temperament and tolerance. The waiter should have a gentleman's demeanor of * * * appreciation of elegance and vulgarity, affability, superciliousness and unity of appearance and appearance. The "dignified manner and good temperament" mentioned in the recruitment advertisement is the quality of demeanor.

⑤ gifts are mainly character gifts. The ancients called it "favorite". It is equivalent to the "beauty of mind" now. Don't misunderstand etiquette as just an external form. In fact, the content is more important, and inner beauty is the basis of etiquette. Calling Premier Zhou "the handsome man of the East" means not only his appearance beauty, but also his inner beauty. Therefore, waiters in hotels must emphasize moral cultivation. For example, it is a rare "gift" (noble character) to find money, give charity, and do good things for guests.

2) Ten notes on common code of conduct:

① The ushers in the welcome ceremony should be pleasant, with a proper smile and sincere devotion. It is necessary to greet "Welcome" and "Please walk slowly and see you later"; It can also be greeted silently and expressed in body language with eye-catching expressions.

② "Four Essentials" of Telephone Gift: register first; Good at asking questions; Make it short; Kiss goodbye. Telephone is a conversation without meeting each other, so we should pay attention to the friendly voice and learn how to make a long story short.

③ The reception office receives "five characters": one shout; Second, sit; Sanshui; Four offices; Five don't. It is also necessary to implement the "first question system" and "good ending system". Completely overcome the rude old habit of "it is difficult to get in, people are hard to find, faces are ugly, words are hard to say, and things are difficult to do".

(4) the head ceremony is called the "head" of people, which is the concentrated area of etiquette. The first is the window. Face is the window to people, and eyes are the window to the soul. It is necessary to reshape the face into a "square garden". Above the principle, be serious; On unprincipled matters, be more garden and smile. Be good at smiling sincerely and naturally. The second is to learn to nod, according to the object and situation, shallow (symbolic click) and deep (larger and slower). It's beautiful to have a good head. We should practice facial expressions in particular. "shape yourself and start from scratch."

⑤ The body ceremony is a bow ceremony, which can also be divided into shallow bow and deep bow. Note: the distance should be appropriate, about 15-3. Japanese-style deep bow is a big gift, with a large bending range and a slower time to be upright. Under normal circumstances, it is ok to lean over with an expressive face. We should learn the relative difference between "head ceremony" and "body ceremony". The so-called "service and body shaping" mainly refers to well-trained "body rituals".

⑥ There are many forms of hand salute, such as clapping, waving, folding, patting shoulders, handing, using fingers and so on. Among them, the handshake is the most representative, and the symbolic handshake can be a little more casual. Formal handshakes are more particular: whether or not to hold, sequence, strength, time, degree, expression, frequency, etc., should be appropriate and civilized, especially in diplomatic activities. When shaking hands in hotel service, the same sex can be active and the opposite sex can be passive. You can also properly apply foreign hand gifts to "OK" and "refer to victory" and "Bye-bye" to adjust the atmosphere.

⑦ "There are differences between men and women" is always a sensitive issue in social intercourse. There must be no "courtship" or "flirting" between waiters and waitresses in hotels and between guests. Even in your spare time, you should behave yourself, pay attention to your discretion and avoid damaging your image. There are three words worth noting: the opposite sex is "wide but not narrow" in the scope of communication; In the degree of communication, "close but not crazy"; Be "true and not false" in the object of communication, beware of being cheated. Also learn some "wine ceremony" skills.

⑧ There are many taboos in the taboo etiquette, so don't make taboos easily. For example, don't ask guests for business cards or ask about privacy easily; Don't cross when shaking hands (forming a cross means death); Try to avoid unlucky language words; In addition, different guests are taboo about numbers, colors, sending flowers, sorting, communication, etc., so be sure to pay attention when serving, so as to avoid negligence and rudeness. In addition, there are three kinds of jokes (politics, physiology and privacy) that should be banned. There are taboos in accommodation, banquets, dances and travel.

pet-name ruby gfd, the waiter, is the most noticeable in the etiquette of grooming. Appearance refers to appearance, mainly refers to a person's head, including the face.