Tourism & Hospitality Industry Etiquettes and Hospitality conducts Etiquette and Manners While interacting with GUEST, E-mail etiquette, Telephone etiquette.

1. Industry Etiquettes and
Hospitality conducts

4. Distance, Speech, Gestures :-
 Maintain distance of at least 2 feet
 Speak softly and clearly
 Avoid unnecessary movements of
hands and facial gestures

5.  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

6. POSTURE:-
 Stand Erect at ease
 Weight balanced on both feet
 Shoulders Straight
 Chest out/ Stomach in

7.  Keep hands on the sides or
behind your back
 Do not keep hands in pockets or
on the hips
 Do not cross arms across the
chest
 Do not lean against the counter

8.  Walk at even pace in guest areas
without sound of footsteps
 Do not run in guest area
 If guests are approaching, get
aside and give them first right of
way
 If near a door, open the door for
the guest to pass through

9. ANTICIPATION:-
 Anticipate guest needs
 Examples – Open the door for the
guest
 Hand him/her a pen
 Light his/her cigarette. Reach out
for the bag, he/she is carrying

10.  Do not get familiar with the guest,
even if he treats you like a friend.
 Remember your relationship with
the guest is professional.

11. 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
 Stay calm
 Do not get nervous or hurried
 Do not talk loudly or hold lengthy discussions, in
guest areas.

12. SPEECH
Speak softly and politely
LANGUAGE
Always wish your Seniors.
Do not use slang or abusive language,
with your colleagues
Everyone must work in a Team in an
Organization

13.  Be concise and to the point
 Answer all questions
 Use proper spelling, grammar and punctuation
where needed
 Do not attach unnecessary files

14.  Do not overuse the high priority option
 Do not write in Capitals
 Read the email before you send
 Do not overuse reply to all
 Do not forward chain letters

16. •Always Smile and Be Polite while receiving calls
• Have a positive attitude
•Identify yourself and the Organisation
•Take accurate messages
 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, while at work

17.  Seek permission
 Specify the duration
 Explain the reason for the transfer
 Wait for the customer’s response
 Get back to the customer in the committed time frame
Summarize what has been discussed
 Ask if you can provide further assistance
 End on a positive note
 Have a pleasant tone and be courteous

18.  It is the process of making yourself look neat
and attractive.
 The things which you do to make yourself and
your appearance tidy and pleasant.
 Grooming is important for a positive self-image
and to encourage and assist the resident to
maintain a pleasing and attractive appearance.

19.  Outer Grooming
 Inner Grooming

20.  Hair clean and styled appropriately
 Clean nails, skin and teeth
 Many professionals wear make-up (depends
on field) so its should not be loud.
 Check fragrance and clothing care
 Neat and Clean Formal Dress
 Formal shoes
 One must have a neat and clean handkerchief
 Males must be clean shaved or if beard is there
so it must be trimmed

21.  Always greet Guest and colleagues with a smile and
maintain a friendly and pleasant expression.
 Stand upright, do not Fold your arms in front of the guest.
 Keep your hands out of your pockets.
 Do not lean on the counter at any time and especially
when dealing with the guest.
 Do not play with your hair and jewellery when you are at
the Front of the house area.
 Ensure a positive body language at all times.
 Always be tactful and courteous, never argue with guests.

22.  Be humoured and even-tempered, do not become over
friendly with guests.
 Always be attentive when speaking to guest and look at a
guest when addressing him/ her.
 Always look and act professionally, do understand that there
are other guests watching your behaviour.
 Always appear confident and be positive.
 Always listen carefully to the guest when talking to him/ her.
 Try to use the guest’s name at least twice once known.
 Try to ask the right questions to identify the needs of the
guests.
 Talk clearly and maintain a good tone of voice at all times.
 Do not criticize one guest to another.

23.  Do not refer guest as “He/She to They“ in their presence.
 Never weary the guest with your troubles.
 Never discuss religion or politics with guests.
 Be specific in your explanations, in-case of any doubt then
consult your colleagues and promptly get back to the guest.
 Always give the guest a warm and friendly welcome, “Good
morning Mr Bond, how may I help you today”.
 Make the guest feel comfortable and safe.
 Refer to the guest twice by the correct title and name once
known.
 Identify the guest’s needs and try to provide anticipatory
service.

24.  Always observe what is happening around you and be ready to
assist the guest when needed.
 Show guests a sympathetic interest.
 Take your time for the guest and do not rush with them.
 Always recommend in-house Hotel services to the guest and
provide with a brochure or additional details if required.
 Appear neat and tidy but never severe or harsh or strict to the
guests.
 Always try to maintain eye contact with the guests.
 Should have a good product knowledge and keep updating
about new products and services offered.
 Know the different facilities and services available in the hotel
and be ready to describe the details to the guest when asked.

25.  Know who is who in the hotel organization.
 Know about VIP, and repeating guests.
 Have a clear understanding of the layout of the hotel.
 Should know the location, timings, Promotions and theme nights of
the outlets.
 Know which function is taking place and where.
 Have a good knowledge of the place and surroundings where the
hotel is situated, eg: nearby places of interest, distance to the airport
etc.
 Be aware of any special promotions or food festivals going on in the
hotel.
 Front desk team should possess a thorough knowledge of all
different rooms types and their rack rate.
 Food and beverage staff should have a good knowledge of the menu.

26. THANK YOU
Presented By
Manoj Sharma