Where does hospitality begin? Rules of hospitality: how to be a good host What rules of hospitality do you know?

Ask yourself a question: do you know how to behave with people and be pleasant in communication? Do you follow the rules of behavior at home, at a party, on the street, at the theater, at a party? After all, each social circle requires compliance with its own rules. It is easier for a well-mannered person to achieve success and make a career, because he will fit perfectly into any society. Therefore, try not to neglect the lessons of good manners, which will allow you to feel free in any situation.

Not everyone likes to receive guests, but almost everyone has to do this due to a wide variety of circumstances. So let's try to look at some classic situations and try to behave in them with dignity. Not only does hospitality require you to be attentive and attentive to each guest, it also It is considered indecent to leave a guest alone in a room for a long time. So agree in advance with your household about the distribution of responsibilities among themselves, otherwise the owners will rush between the kitchen and the dining room, and the guest will languish from idleness in the living room.

In exceptional cases (for example, such as was brilliantly shown by Eldar Ryazanov in the film “Office Romance”), offer the guest a magazine or newspaper, and keep him busy with something. If the phone rings or you are asked to leave for a minute, be sure to apologize to the guest. Just don't overdo it.

Hospitality Rules

For a short visit, it is not necessary to set the table. You can offer a cup of coffee, tea, fruit, cakes, and the guest is usually offered the most convenient place. Our Russian traditions have not yet outlived their usefulness and such simple techniques are not popular with everyone, but still, you should not invite guests every time “for dumplings” with the inevitable pies, Olivier salad and raw smoked sausage. Times have changed, all these delicacies are sold in any store on every corner.

But if you really started a “feast for the whole world,” then Everything must be ready before the guests arrive. The sight of a lathered housewife in a robe and curlers makes a repulsive impression even against the backdrop of a beautifully set table. Calculate the time so that by the time the first guest arrives, you are already in all your splendor and in full dress. It’s even better if you can sit quietly for ten to fifteen minutes while waiting for guests. At the same time, remember if any little detail was missed.

Hospitality Rules

The owner meets the first guests together with the hostess. If newcomers call, the owner opens the door for them, and the hostess remains in the room with the already assembled guests, rather than leaving them to rush into the hallway. Attention! If the hostess is a single woman, then the guests can be received by her closest friend, who will assume the responsibilities of the host for that evening.

Now get ready for a little nervous shock. The rules for receiving guests, it turns out, have not changed at all since the end of the century before last, so I will simply quote the relevant pages from a book on good manners, published in St. Petersburg in the eighties of the century before last. You will then make the necessary minor adjustments yourself.

Hospitality Rules

“The duty of the owner, and even more so of the mistress of the house, is to receive visits with courtesy and ease, and in such a way that everything on you and around you is decent and pleasant, so that everyone is pleased with you and leaves you with a sincere desire to soon again to see you.

Everything that is in your home should combine the greatest pleasantness and the greatest possible grace. Perfect order, extraordinary cleanliness and tidiness, very successfully replacing excessive luxury - this is what should distinguish both the very entrance to the house, its interior decoration and the clothes of the mistress of the house.

In such a house, in which many visits are received, a dressing room is necessary; if there is no such thing, then the living room should take its place.

Receiving guests in the dining room is by no means permitted by generally accepted rules of courtesy.

If someone enters the reception room with or without a report, you should immediately stand up, go towards him and ask him to sit down.

If a young man comes for a visit, then you need to offer him an armchair or chair, but if the guest is already an elderly person, then it is appropriate to offer him only a chair. If this is a visitor, then politeness requires offering her a place on the sofa or sofa, which, however, she should refuse if she is an unmarried girl.

Hospitality Rules

If the owner of the house receives a visit, then he must take a chair and sit opposite the visitor; If this responsibility is assumed by the mistress of the house, and if a close friend of hers is visiting, then she must seat the latter next to her.

When several ladies pay a visit, in this case the first place should be offered to the eldest of them, and then other ladies should be seated, depending on the rank they occupy.

In a room that has a fireplace, the side places near the fireplace are considered honorable, and those that are directly opposite the fire are considered inferior.

A married woman who wants to be given special honor must be led to the place of honor by the mistress of the house herself.

If such a place has already been occupied by a younger lady, then the latter should offer it to the older lady, and she herself should take a chair and eat in a less visible place.

If a guest comes to you while you are eating or having breakfast, then you should interrupt lunch or breakfast until the arrival asks you to continue eating and not be embarrassed by his presence.

Young people should be attentive to the guests of their parents.

Hospitality Rules

A young man or young woman should not be engaged in reading or anything like that while their parents are visiting.

It may happen that the conversation that parents have with guests is not at all of interest to fashionable people, nevertheless they, that is, a young man or a young girl, should not give reason to even suspect this, but on the contrary, they should see that they are stifling with attention to what the elders are talking about.

With people visiting you, you must always and in all cases be polite and courteous.

Even if the guest were a hindrance to us in some way, then even then in our reception we should not let the guest notice that his visit is unpleasant to us and that we want this visit to be as short as possible.

The owners of the house are obliged to accompany the visitor at least to the exit door.”

Hospitality Rules

“After the greeting, the host or his son helps the guests remove their outerwear and invites them into the room. The guest, upon entering the room, makes a general bow and approaches the hostess. The hostess should immediately stop the conversation, apologize to the others, stand up and take a few steps towards the new guest. A young girl or man, if he is not very old, can be greeted while sitting, giving them your hand. Welcoming the guest, the hostess thanks him for coming.

The hotel provides services to domestic and foreign guests. Therefore, the strict rule for staff is to respect any cultural traditions and ways of thinking, as well as a willingness to communicate without interference. The pride of any hotel is its staff, who are able to speak different languages and make a good impression on the guest with their level of knowledge and flexibility of communication.

The goal of the service staff is to create an open, friendly atmosphere, therefore, addressing the guest by name, any hotel employee can achieve his favor. Guests and employees should build their relationships on mutual respect, becoming equal business partners. It is necessary that every guest can contact any hotel employee with his problems and concerns and his expectations will be met. This level of service is a guarantee of success and competitiveness in the hotel services market. It is necessary to take care of the guest at all times. Each member of the hotel team becomes one with the services that the hotel provides.

The culture of behavior of a hotel employee contains all the components of a person’s external and internal culture, namely: the rules of relationships and treatment, the ability to correctly express one’s thoughts, and adherence to speech etiquette. Politeness testifies to a person’s culture, his attitude to work and to the team. It is very important for a hotel worker to be tactful in relations with guests and constantly remember to respect the person.

The tactful behavior of hotel workers consists of a number of factors. The main one is the ability not to notice mistakes and shortcomings in the behavior of guests, not to focus attention on them, not to show excessive curiosity about their clothes, customs, and traditions. You cannot ask unnecessary questions, talk about your affairs, or be intrusive. You cannot show a guest whether you like him or not, make unnecessary comments, read morals, express various complaints, or ask guests about their personal lives. Employees must also behave tactfully towards visiting guests - they cannot ask them about the purpose of the visit, or enter the room without the permission of the resident.

If a guest is sick, you need to help him get medicine and call. You need to be especially attentive and tactful towards older people and forgive their shortcomings - after all, they are often inattentive, forgetful and vulnerable.

Dignity and modesty are mandatory character traits for a hotel worker.

The culture of behavior and communication is also related to the concept of speech culture. A hotel worker must be able to competently and clearly express his thoughts. The culture of speech, like the tone, must be constantly monitored. The culture of speech etiquette presupposes not only the ability to speak, but also the ability to listen. Listening carefully to your interlocutor without interrupting him, and at the same time showing sincere sympathy is an art.

The necessary conditions for meeting and relaxing tourists must be created in the hotel lobby. Hotels should have broad information about the availability, location and operating hours of services, including hairdressing salons, watch repairs, developing and printing of photographic materials, rental of cultural and household items, kiosks selling newspapers, souvenirs, books, etc., and as well as advertising and information materials (booklets, brochures, directories) in the languages of the main hotel guests. All service points and services must be provided with visual information (signs, tablets, inscriptions) indicating the names of services and their operating hours in local and English.

Hotel rooms should be provided with hotel booklets, branded lettering paper, envelopes, a list of additional services, a directory of service telephone numbers, fire safety instructions in the languages of the main hotel guests and in English.

The quality of room preparation, the serviceability and completeness of equipment, the availability of advertising and information material, and toiletries must be checked by the administration. Checking guests into unprepared rooms is unacceptable.

Hotel service technologies. Increasing customer loyalty

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Along with the growth of the hotel industry in Russia, there is an intensification of competition between hospitality enterprises. And although the requirements for order and quality of service are standard, hotel guests still feel the difference in service. How to organize hotel services in order to attract and retain as many guests and organizations renting conference rooms for business events as possible?

Hotel service technology is a set of services provided to the guest and provided in a certain sequence: from room reservation to check-out, from transfer to food delivery to the room. Behind each of these services there is a whole system of prescribed actions and rules, without which it is difficult to expect an increase in customer loyalty, and therefore an increase in profits.

Let's see what criteria for choosing a hotel guide clients on a repeat visit:

in the first place is nothing more than compliance with hotel service standards,
on the second - the location of the hotel employees towards the client,
on the third - the design and interior of the hotel.

The generally accepted criteria for the quality of customer service in a hotel are:

warning the guest's expectations;
stability of work;
personnel competence;
understanding and responsiveness of employees;
their availability for contact;
timely informing the guest;
security;
attentive and individual approach to each client.

The quality of hotel service is the cornerstone of the entire hospitality industry, so let's look at how it affects the hotel's profit.

How service quality affects profits

Improving the quality of service in a hotel and maintaining it at a consistently high level is a difficult and costly task. But carrying out all the necessary measures in this direction pays off and brings an increase in the profitability of the hotel with a competent approach to innovation. After all, if a client leaves the hotel completely satisfied with the service, then not only he himself can become a source of permanent income in the future, but also his friends, colleagues, and relatives to whom he will recommend this hotel.

Thanks to research, it is known that winning a new client requires 5 times more costs than retaining an existing one. And this difference includes, first of all, the costs of a set of marketing activities. This is one of the important evidence in favor of improving service.

To improve customer service in a hotel, it may be necessary to introduce additional services. For example, the introduction of online booking in an average Russian hotel increases its profit by 8%, profitability by 24%, and delivery of orders from the bar to the room (room-service) allows you to increase profits by 6%.

Needless to say, it is necessary to carry out financial calculations that will show how much money should be spent on increasing the quality of services and how long it will take for it to return to the pocket of the hotel owner.

For those who do not want to change anything in the quality of service, there are quite indicative statistics. It was found that 91% of dissatisfied customers never return to the hotel and tell at least nine other customers about negative experiences, but 54-70% of visitors will come again if their complaints were satisfied, and if problems were resolved immediately, then this figure can reach 95 %.

Hotel service standards

High-quality service for guests at a hotel means strict adherence to service standards.

There are several levels of service standards:

International standards.
Russian standards of domestic associations.
State (national) standards.
Internal standards of the enterprise.

International service standards developed by organizations such as IH&RA, UNWTO, ICCA, UFTAA/FUAAV, PATA, give the most general instructions for serving hotel customers. In particular, hotel employees should not argue with the client and prove that they are right, but should listen carefully and kindly to the guest’s complaints and respond to them immediately. Among the domestic associations in the hospitality industry, one can highlight the Russian Hotel Association (RGA).

National standards, or GOSTs, determine the conditions of safety and hygiene in hotels, the responsibility of the enterprise, the procedure for resolving complaints and general recommendations for the quality of tourist services (comfort, aesthetics, ethical staff, etc.).

But in order for universal service standards to be met, step-by-step instructions are needed for each employee. These job descriptions are developed and compiled by the hotel management based on the internal standards of the enterprise. Ultimately, each employee of the enterprise receives a clear “Specialty Guide”, which strictly stipulates: dress code, manner of communication with clients, methods and volume of providing information about services, methods of responding to unforeseen situations.

But drawing up a document is not enough; continuous monitoring of the execution of job descriptions is necessary, one of the measures of which is surveying clients, analyzing their complaints, the incognito (“mystery guest”) method, in which a group of trained specialists (experts) impartially evaluate the quality of service in the hotel on a number of indicators based on the principles of complete secrecy and surprise.

Organization of services in hotels

To improve the quality of service and customer loyalty, such forms of hotel service as additional services, promotions and special offers are being introduced, and special customer loyalty programs are being developed, which can be:

various types of discounts: children, tourist groups, regular customers;
savings cards, bonus programs- when a client receives points for ordering services, which are then transformed into discounts; bonus days of stay and other special conditions are provided;
individual programs and privileges- when a hotel accumulates information about regular customers and builds an individual service strategy depending on their requirements and preferences;
corporate client service programs, which may include a free transfer, a special discount system, assistance in organizing conferences, excursions, and business lunches.

Various promotions and special offers usually include:

organization of entertainment events, celebrations;
programs for servicing business events;
programs for newlyweds, VIPs;
weekend promotions;
prize draws;
seasonal sales;
benefits for certain categories of clients.

Additional services can be divided into three categories:

always free: calling an ambulance, using a first aid kit, waking up at a set time, meeting reminders, providing boiling water, sewing supplies, one set of dishes per room, board games;
usually free: Internet access, calling a taxi, luggage delivery to the room, access to the business center, providing information about places of entertainment in the city, posters of cultural events;
paid: organization of excursion services by hotel staff, sale of souvenirs, catering, personal services (repair and cleaning of clothes and shoes), fitness center, children's room, Spa treatments, provision of a hall and equipment for conferences, translation services, transport services in hotel and much more.

The list of additional services and special offers can be huge, but the main requirement for them is relevance and necessity for a particular hotel. If in luxury hotels a gym or spa is a matter of course, then in three-star hotels such services are unlikely to be of interest to anyone. Strive to use service technologies that will be unique to your city, modern and in demand by the majority of your guests.

Hotel design and interior: how to stay on top

An important part of the hotel's atmosphere is its interior. Furniture should not only be comfortable, functional and beautiful, but also neat. Few people find worn, shiny seats attractive, so furniture care is one of the many issues that hotel management has to keep under constant control. A convenient modern solution is removable furniture covers made of elastic fabrics that can withstand a large number of machine washes.

Among the many companies on the market, Eurocase can be distinguished. The company sells furniture covers for classic and designer furniture, as well as rugs, bedspreads, and decorative pillows at affordable prices, with which you can give your interior a finished look. Each case comes with instructions, which helps in training staff. Stained or damaged covers can be changed in a few minutes, which is especially important when cleaning the room before moving in new guests or, for example, preparing a conference room for an event. If your hotel allows pets, furniture covers are a must. The prices are quite affordable, especially in light of the fact that perfect order in the hotel is always noted by guests, increases their loyalty, and ultimately, profits. A cover for a chair can be purchased from about 1,690 rubles, for a shell chair - from 2,590 rubles, for a straight sofa - from 2,990 rubles, for a corner sofa - from 7,900 rubles.

Hotel business

Work of hotel staff with clients

Professional ethics of hotel workers

Hotel employees must be outwardly neat, polite, attentive and helpful towards visitors - this is a rule that must be strictly observed. But the specifics of the hotel business are such that conscientious fulfillment of one’s duties is not enough. The professional skills of hotel workers are determined by a high culture of service, which includes tactfulness, friendliness, knowledge of psychology, and the ability to comply with international etiquette, and much more.

Professional ethics are rules of conduct that determine a specific type of moral relationship in a particular field of activity. The professional ethics of workers in the hospitality industry is primarily related to the culture of service. Hospitality workers should have a whole range of positive qualities. Let's name some of them.

Efficiency - the ability to effectively build your work schedule and improve its quality; an essential part of work culture.

Unity of word and deed and discipline - correspondence between the words of staff and their specific deeds, punctuality, adherence to labor discipline and routine.

Conscientiousness - awareness of actions and skills, conscientious performance of duties.

Honesty - loyalty to accepted obligations, conviction in the rightness of one’s cause, sincerity before others and oneself.

Being organized means doing your job efficiently.

Respect - recognition of the dignity of the individual, perhaps more complete satisfaction of people's interests, attentiveness to other people's beliefs, sensitivity, delicacy, modesty.

Politeness - attentiveness, outward manifestation of goodwill towards everyone, willingness to provide a service to those who need it, delicacy, tact.

Decent manners are an accurate measure in external forms of behavior.

Self-control is the ability to control emotions and suppress irritability.

Correctness - balance, friendliness; in a tense situation, if a guest expresses dissatisfaction, answer him calmly, clearly, without raising his voice; correctness will certainly cool the ardor of any overly emotional person.

Tactfulness is the need to take into account a specific moral situation. The best expression of staff tact is the ability to be invisible, to hide your bad mood or busyness in the presence of a guest. It is tactless to make comments or give instructions to subordinates in front of strangers.

Tolerance is the desire to achieve mutual understanding and coordination of disparate interests and points of view through methods of explanation and persuasion.

It is important to master an arsenal of ways and means to attract consumers specifically to your enterprise. You should listen to wishes and accept orders for services with full awareness of their importance for the client. You must be able to unobtrusively offer your services, anticipate the guest’s wishes, and not rush to make promises to fulfill this or that request if you are not sure that you can fulfill it.

When meeting foreign tourists, you need to show hospitality, but do it with dignity, respecting the morals and customs of your country. One of the meanings of the word “culture” is a high level of development and skill. A culture of service is impeccable honesty and accuracy, the ability to value other people’s time and your own, and the ability to hide your bad mood or busyness in the presence of guests.

The manager of a hotel must fulfill the main requirements of official etiquette: determine the correct style of relationships in the team, be an example of a conscientious attitude to business. It is impossible to improve service culture without advanced training and mastering advanced work methods. The level of staff training must correspond to the level of services provided. Hotel reception workers need knowledge of at least one foreign language. The staff of high-class hotels must have sufficient knowledge of at least two languages of international communication.

At least once every five years, production, maintenance, administrative, managerial and technical personnel are recertified to confirm or improve their qualifications. At least every three years, professional retraining of tourism enterprise employees should be carried out through advanced courses under a special program.

The appearance of the personnel includes uniforms, a badge indicating their position, first and last name. The head waiter's uniform is distinguished by special decoration or the inclusion of a tailcoat or tuxedo. The ability to “unravel” the psychology of guests is an essential element of professional ethics. An important key to improving work culture is staff interest in their work.

An employee of a tourist complex must be able to create an atmosphere of hospitality and kindly fulfill the requests of clients so that they will use the hotel’s services more than once. This fact will be convincing evidence of a high level of service. Speaking about the culture of behavior, one should point out a number of character traits of a person on which his behavior depends. Yu. F. Volkov identifies the following character traits necessary for a hotel worker.

A sense of tact is the ability to behave in different situations not only in accordance with general rules of behavior, but also in a way that satisfies aesthetic and ethical requirements. A tactful person tries to prevent situations that create awkwardness. Tactfulness requires that a person refrain from interfering in other people's affairs unless this threatens society, himself or anyone else.

A tactful person moves and behaves modestly, never disturbing or annoying. He does not emphasize his superiority or social status. He is not pompous or cheeky, adapts to any situation, and always takes into account those around him and the situation. A tactful person does not show dislike for a person and does not show excessive sympathy that could embarrass others. It is tactless to emphasize your busyness, fatigue, anxiety, bad mood or excessive elation.

Politeness should be considered as a form of relationships with other people, compliance with the rules of decency, courtesy, and respect accepted in society. It expresses respect for people, makes it possible in various forms to show your kind attitude towards another person, acquaintance and stranger, old and young, leader and subordinate, guest and colleague.

Politeness is manifested in welcoming words and gestures, in the form of addressing each other, in good wishes, courtesy and the ability to sacrifice one’s own comforts and benefits, paying attention to others and taking into account their interests, in readiness to come to the rescue, to provide a service, in respect for elders, in the tone of speech, in observing accepted rules of decency, etc.

Due to the specific nature of hotel service, there are some exceptions to generally accepted forms of politeness. So, for example, doormen and luggage carriers should not be the first to offer their hand when greeting, or take off their headdress, since it is part of the uniform, emphasizing that the person is currently on duty. Doormen are required to greet the guest while standing, either with a bow or words of greeting. The luggage carrier, greeting the guest, immediately offers his services to bring his things, without waiting for a request, but one should not, however, snatch things from the hands, take them and carry them without the consent of the owner.

The reception staff (administrators, receptionists, workers who pay residents for services) in the vast majority of hotels consists of women. Their work involves filling out documents and keeping records, but it is not allowed to meet or greet a guest while sitting. The high culture of service and hotel etiquette oblige the reception to be standing, which emphasizes special attention to the guest.

The politeness of an administrator is manifested in attention, the ability to listen, provide a service, and give the necessary information. Inattention to the guest, rudeness and harshness in treatment are evidence of ignorance and low culture. A manifestation of politeness is the ability of a hotel administrator to tactfully end a conversation with a guest, resolving all issues with him, and only after that turn to another person waiting. If the other person had to wait a while, you should apologize for the delay. Since there may often be several visitors at the reception desk (desk) in large hotels at the same time, it is necessary in such cases for other service workers to immediately attend to the waiting guest.

Accommodation service workers must remember that when placing a consumer of a hotel service, filling out all types of forms and arrival sheets is the responsibility of hotel staff. The client only signs them. The presence of cards containing complete information about the client, information about his first stay at the hotel will allow the staff to better receive and serve the client, largely anticipating wishes. At the same time, this helps to carry out ongoing work with the client, sending him information about the hotel (new services, etc.), congratulations on his birthday, holidays.

Service personnel on residential floors should greet the arriving guest only while standing, greet him first and be ready at the same moment to escort him to the room allocated for him. During daylight hours, the guest is invited to enter the room first; a hotel representative, if necessary, enters second. If the room is dark, a hotel employee enters first, turns on the light and invites the guest. You don't need to stay in your room for long. You should invite the guest to provide the necessary services, wish him a good holiday and then leave the room.

During the stay, if the guest is in the room, staff should not enter the room, even if this is due to routine cleaning of the room. In cases where visiting the room is caused by an emergency (accident, violation of the rules of residence, etc.) or a guest’s request, you should knock on the door or call the phone, asking permission to enter. If there is no answer, knocking or calling again is permissible only after a few minutes (3-10 minutes), depending on the urgency and need.

Politeness in a hotel also presupposes consideration. The maid on the floor, without waiting for a request, will help the elderly or disabled and pay more attention to them. If the hotel's water or heating is turned off for technical reasons, it will warn the clientele in advance verbally or through an announcement about the lack of water for a certain period. Informing guests about the practical solution of the hotel administration to the inconveniences created is mandatory. The resident is either transferred to another room (where there is water), or until the damage is repaired, water is delivered to the room by hotel staff in containers provided for such cases.

An attentive accommodation service employee (or floor staff) will introduce newly arrived clients to the rules, remind them of the most important requirements for guests, and list the main services provided. An employee interested in good customer service will ask in advance about the services he is interested in: do you need to iron or wash a shirt, do you need to book return tickets, do you need breakfast in your room? The courtesy will also be reflected in recommending the service he needs or performing it.

The ability to listen is one of the main criteria of service culture. Administrators and maids on the floors must be extremely attentive to the speaking client. Listening is a difficult and challenging task. But it is important to understand that in establishing trusting contact, the main role belongs to the speaker. If an administrator does not know how to listen, he will not focus on the essence of the conversation, will give a subjective assessment of individual facts and will show irritability about what was said.

Nobility is the ability to sacrifice personal interests for the benefit of others, to act honestly, openly, courageously, and not to humiliate yourself for the sake of personal gain. Nobility is when good is done quietly, not for the sake of recognition and rewards. Every person wants to be taken into account, to have his opinion listened to, and to be consulted. All these are signs of respect that others have for him.

Respect is a feeling of respect based on recognition of the merits and high qualities of someone. Workers in the service industry need to constantly remember this. People are respected not only for a special gift or talent, but also for their ability to work, for truthfulness, for those moral qualities that they can develop in themselves and earn the respect of others.

Of great importance is concern for order, silence, and compliance with the rules established in the hotel. A hotel employee must be able to politely warn the guest about the inadmissibility of violation of order and stop various manifestations of such violations. When leaving the hotel, guests say goodbye to the staff, thank them for their hospitality, and wish them all the best. The employees, in turn, are obliged to thank the guest for visiting their hotel and wish him a good trip.

An employee in the hotel service industry should also have such an important trait as correctness. As one of the forms of relationships between people, correctness presupposes the ability to behave in any situation in accordance with generally accepted rules of decency. Thus, correctness is a more formal, emphasized manifestation of politeness. Correctness is especially necessary if, for some reason, unfavorable relationships between people have arisen or developed. In a hotel, there may be cases when citizens living in it can emphasize their disdain for the service staff, the maid, the waiter as a dependent category of people. To remain correct means to maintain your dignity, to emphasize your moral superiority.

A hotel worker must cultivate restraint - the ability to manage his emotional reactions, preventing the development of negative emotions under the influence of the huge variety of characters of the people he meets. Manifestations of fatigue, inertia, inattention, as well as excessive agitation and harshness are unacceptable not only in the expressions themselves, but also in the tone of speech, in movements, emotions, facial expressions, and irony. All this can insult and humiliate another person, as well as the dignity of the hotel employee himself.

For the prestige of a hotel and restaurant, such a form of etiquette as punctuality is very important. Punctual - an employee who is very precise and careful in performing services. All meetings, farewells, transport orders, delivery of breakfast, lunch to the room, wake-up calls must be done on time. The larger the clientele, the more accurate hotel employees must be. A punctual and tactful employee will clean the room in advance and put himself in order. There is no more tactless attitude towards customers than late service.

Hotel etiquette

Etiquette- these are norms and rules that reflect ideas about the proper behavior of people in society. This concept is close in sound to the word “Ethics”. However, ethics includes a system of moral and ethical standards as a whole. Etiquette regulates precisely the external manifestations of a person in relationships with other people.

Accordingly, hotel etiquette includes

rules of conduct for guests;
rules for how staff treat guests;
office etiquette that regulates the relationships of employees with each other, managers with subordinates, with customers and partners.

Let's look at them one by one.

Rules of behavior in hotels and inns for guests.

The basis of any rules of conduct, including in a hotel, are the general principles of politeness, tact and respect for others. These norms are universal: they work in any country and apply to absolutely everyone.

As for tourists and the rules of their behavior, friendliness and friendliness will not hurt at all stages of interaction with hotel staff and other guests.

Before calling a hotel to book a room, you must familiarize yourself with the living conditions, services provided, and hotel rules. Especially if an establishment has been operating for many years, it, in addition to general rules and norms, may have its own traditions and principles.
If your plans or duration of stay change, you should notify the administration in advance.
The question that often becomes problematic for tourists is whether to tip and for what. The general rule is that you should tip service personnel in cases where they provide an additional service that is not obligatory for them. For example, if a hotel doorman helps carry things from the car to the hotel.
Another important issue of etiquette is how to address staff: “you” or “you”? In most foreign countries, tourists are unlikely to be puzzled by this question, since in many languages there is no difference between these two concepts.

In Russia, the general rule of politeness is to address all strangers as “You”. However, there may be exceptions here too. Currently, the majority of tourists are young people, who are lenient about both the status of the hotel (“the main thing is inexpensive”) and issues of etiquette. In Yekaterinburg, for example, in economy class hotels young people often work in the same way and maintain a relaxed atmosphere communication. Naturally, the higher the class of the hotel, the more unlikely it is to hear someone addressing you as “you”.

When communicating, it is necessary to take into account the individual characteristics of the interlocutor: national mentality, gender, age and others. This is especially worth paying attention to when visiting countries where Sharia law applies or the way of life is fundamentally different from the usual.
And, of course, in any country one should not forget about the general rules of decency: say hello when meeting, do not make noise after 22:00, do not smoke in non-designated places, and others. For example, a woman should not open the door in her underwear to the waiter who brought the order to the room. Just like a man, by the way.
In most hotels, it is considered indecent to wear a swimsuit or swimming trunks indoors, much less to visit a restaurant in this form.
Information about the rules in force in each particular hotel can always be obtained from its receptionist.

Rules for how staff treat guests

The ethical attitude of service personnel towards hotel guests and visitors has a positive effect on the overall quality of service, is remembered by clients for a long time and is one of the decisive factors in shaping the image of a hotel enterprise.

1) In relation to staying guests and visitors, any hotel employee must be attentive, polite and friendly. This is important for all types of interaction: both in person and when talking on the phone. For example, if a client called a hotel to book a room, a polite address will leave him with a pleasant impression and confirm his desire to visit this particular hotel.

2) When communicating with clients, staff should adhere to the rule “The customer is always right.” You should not take criticism with hostility, deny your guilt, argue and prove something. If a hotel guest has complaints, it is better to listen to them calmly, agree and offer some kind of solution. The ideal would be to reach a compromise. And if it is impossible, then it is better for the guest to give in.

Studies have shown that one dissatisfied guest takes about four customers with him. But the success and profit of the entire hotel depends on everyone, including the salary of each employee.

3) When meeting guests, it is necessary to help them get comfortable in the room, tell them about the structure of the hotel, the rules of residence and the services provided in it. It is also worth familiarizing the guest with the equipment and equipment of the room. Hotel services should be offered unobtrusively, but in a way that informs and interests the client.

For example, in Yekatarinburg, prices for hotels and the services offered in them vary greatly, just as the range of services and the quality of the services offered vary. The client must have a good idea of what he should expect when staying in this particular hotel.

4) The rules of hospitality require meeting and seeing off guests. If the client visited the hotel manager’s office, it is necessary to escort him at least to the door, and preferably to the elevator or exit from the hotel. If the guest had to wait, you must definitely apologize.

5) The staff should thoroughly study the information about their hotel in order, if necessary, to help the guest navigate, as well as resolve any questions and problems that arise.

6) Employees must be sensitive to the personal lives of hotel guests. Do not show immodesty or inappropriate curiosity. The hotel room temporarily becomes the client's home, so you should always knock when entering the room and observe other rules of decency so as not to violate the right to privacy and space. Do not discuss guests with anyone.

7) The appearance of hotel employees must be impeccable. After all, as you know, one meets people “by their clothes”, and their attitude towards a person is formed from the very first glance at him. The establishment as a whole is judged by the staff.

For example, in Yekaterinburg, even in economy class hotels, they are very careful in the choice of clothing and appearance of employees in all service sectors. In luxury hotels this issue is fundamental.

8) It is very important to always set yourself up for a positive attitude towards what is happening. He treats his work with love and attention, shows conscientiousness and does not show others a bad mood.

A smile generally relieves stress and can be a solution to many issues.

Office etiquette, as already mentioned, is a system of interpersonal relationships in the work team, relationships between employees, between managers and subordinates, with partners, customers and clients. It affects both the relationships between employees, the atmosphere within the team, and the reputation of the hotel among its clients and partners.

Tasks of office etiquette:

determine and ensure a high professional level of reception and customer service in hotels;
assist in solving production issues of the enterprise;
create a favorable moral and psychological climate in the team;
to form a positive attitude on the part of clients and partners, the basis of a good reputation.

Questions of official etiquette arise for every employee already at the stage of placement and hiring.

Every potential hotel employee should realistically assess their strengths when applying for a job at a hotel, including their ability to communicate politely and kindly, and the ability to resolve difficult issues without conflict when interacting with colleagues and clients.

Otherwise, the rules of etiquette for hotel staff are similar to corporate standards of behavior for any other enterprise:

1) each employee must carefully study his duties and treat his work conscientiously;

2) you should be friendly with everyone, do not complain, do not gossip and do not join “cliques”;

3) do not enter into too close relationships with colleagues of the opposite sex;

4) in controversial situations and when solving problematic issues, remain polite and calm, speak only to the point, do not blame, but offer your solution;

5) do not engage in extraneous activities during working hours;

6) do not engage in anything that is unpleasant to others;

7) treats colleagues and clients with respect.

There are separate rules for communicating by phone:

1) if the client called to find out about the hotel, clarify details or book a hotel, it is necessary to give him comprehensive information about the living conditions and all services of the hotel;

2) when talking on the phone, you must speak directly into the receiver, loud enough, clearly and intelligibly;

3) before picking up the phone, you need to get rid of irritation (for example, exhale sharply), talk calmly and kindly, smile;

4) during communication, listen carefully and interestedly to the interlocutor, answer the questions posed briefly and specifically;

5) In response to rudeness, be restrained and correct;

6) If during a conversation with a client the connection is lost or you are disconnected, the caller must call back. However, in a hotel it is better for a hotel employee to do this.

7) it is not ethical to tell clients and visitors “I don’t do that.” Polite would be: “I will try to help you” and connect you with the right specialist.

Special rules of etiquette exist for hotel managers. The head of not only a hotel, but also any enterprise, from the first days of his work is under the close attention of his employees, clients and partners. They judge the status and level of the institution by it, and they are not guided by it in their work. Therefore, ethical standards and compliance with official etiquette are necessary for the leader first of all.

Tact, politeness, respect for all hotel employees and the duties they perform, equidistance, absence of “favorites” - these are the “golden” rules of a good hotel manager. He is at the head of the process of creating a comfortable psychological climate in the team, sets an example and inspires work.

So we looked at hotel etiquette in all its manifestations: rules of behavior for guests, rules for how staff treat guests and official etiquette that regulates relations within the hotel team. This value system determines the relationship between guests and service staff, influences the atmosphere within the team and, ultimately, the reputation of the hotel as a whole.

Practical lesson No. 7

on this topic "Reception and accommodation of guests"

Exercise:

1) Formulate questions on this topic and decide on the answers to them.

2) Be able to explain the terms used in the text.

3) Prepare questions in writing for control.

Main functions and composition of reception staff

The first hotel service that every guest encounters is the reception and accommodation service (reception, or front office). The staff of this service carry out the main interaction with clients and have the longest contact with them. According to the accepted assessment in the hospitality industry of the quality of service and the system for maintaining it, the reception service is the fourth “point of contact” by which the hotel as a whole is assessed. The client's negative impressions of this service may develop into denial of the hotel in the future. An insensitive question or intonation that is incorrect from the client’s point of view can cause him to have a negative attitude towards the hotel, despite the fact that the client was well served.

Sample rules of hospitality

1. Smile - and they will smile back at you.

2. Talk to people, making sure to call them by name.

3. Be optimistic - your attitude towards life affects others.

4. Never say “no” to guests, only “I’ll be happy to check again.”

5. Treat people with respect, as if they were guests in your home.

6. Cleanliness is required.

7. Thoroughness and lack of fuss inspire trust.

8. Hospitality is show business; it is necessary to master the art of organizing public spectacles and the ability to produce an effect, to show the product face to face.

9. Be committed to quality, quality of service - above all, speed will come with experience.

10. Always be the best of the best, even if no one sees you.

11. Accept tips with the knowledge that the guest is satisfied. Never ask for tips.

When describing this service, it is necessary, first of all, to stipulate what parameters will influence its formation and the list of tasks.

The size of the hotel, or more precisely, the number of rooms for which it is designed, and its level (star rating) are factors that directly affect the distribution of roles between the reception staff, their number and, accordingly, the layout of the reception area.

The more modest the declared level of the hotel, the more laconic the style of the counter will be, but not its technical support. For example, in 2* hotels, one of the representatives of which can be considered the European hotel chain Ibis, one receptionist serves from 60 to 100 rooms. At the same time, he can perform the functions of a bartender at the bar counter, which is combined with the reception. The employee carries out all operations for checking in guests, finding rooms for them, helping them purchase tickets, answering and redirecting phone calls, as well as checking out the guest and making the final payment.

According to currently existing standards in European hotels of the “3*-4*” category, the number of reception staff is calculated based on the fact that there should be one employee for 50-80 rooms. It is necessary to take into account that people work in shifts, have the right to regular vacation, sick leave and other valid reasons for not going to work. At any moment, a situation may arise when two of the required five employees leave and you will have to attract people from another shift. Therefore, the number of service employees should not be minimal, but there is no need to inflate the staff. When recruiting personnel, it is necessary to take into account the recommendations offered by the management of the chain, or domestic regulations and advice from consulting firms, which will provide for everything and make the correct calculations.

It is important that all information about the room reservation is available at the reception desk (cost and room type, payment method, room options).

The functions of the reception and accommodation service include:

1) sale of rooms, registration of guests and distribution of guest rooms;

2) processing reservation orders when the hotel does not have a special department or when it is closed;

3) coordination of all types of customer service;

4) providing guests with information about the hotel, local attractions and any other information of interest;

5) providing hotel management with accurate data on the use of rooms (room status report);

6) preparation and issuance of payment documents (invoices) for services provided and making final payments to clients.

In high-level hotels, responsibilities are distributed as follows.

Concierges(concierges) - employees of high-category hotels. They provide many services: reserving a table in a restaurant, ordering a taxi, purchasing tickets to the theater, to sporting events, booking plane seats, informing about local attractions.

Concierges carry out other tasks, including those of a private nature. As a rule, orders must be fulfilled immediately. Therefore, experienced concierges have an extensive network of contacts, which helps them best meet the needs of guests. The hotel management strongly encourages concierges to visit various organizations and events that help establish new contacts.

Available senior concierge There is a bell service, which is responsible for delivering the guest’s belongings to the room. The bell service is headed by the bell captain, who is directly subordinate to the senior concierge. The bell captain has a doorman under his command, who stands at the door and carries things from the door to the reception desk, and a luggage carrier, i.e. actually the bell man, who carries things from the reception to the doors to the room. Each of them - both the doorman and the bell man - receive tips for their work. In addition, the senior concierge reports to the messengers, whose responsibilities include the delivery of mail and messages.

Butler(butlers) - a person who knows and can do everything, is able to solve all household problems. The behavior, appearance, manners and speech of a high-class butler are always impeccable. He can fulfill the most unusual requests of clients, not provided for by any price lists or price lists (of course, within reasonable limits). The butler service is one of the main links in the system of serving VIP guests in a hotel.

Receptionist performs check in, i.e. registers a newly arrived guest and selects a room for him.

Cashier deals with the discharge procedure, acceptance and issuance of money, i.e. carries out check out, during which all bills are paid.

A separate reservation service performs a very important task: it tries to sell the maximum number of rooms, while avoiding overlaps or inconsistencies.

Guest relations- a position that involves communicating with VIP guests.

Heads the Front Office Manager service (head of the reception and accommodation service). Between the Front Office Manager and the General Director in large hotels there is another position - the so-called Rooms Division Manager (room director). Housekeeping is under his leadership.

Let's make an approximate calculation of the number of employees required for the smooth and high-quality operation of the reception and accommodation service, and also estimate the size of the counter itself. If we assume that the hotel under construction (or already existing) is designed for 400 rooms and will have a 5-star category, then the reception desk should be calculated and divided between at least 3 service employees. In addition, there should be a place for a Guest Relations employee, and luggage carriers should also be located here.

Objectives of the lesson: to introduce children to the rules of etiquette; to form in students an understanding of the need to comply with the rules of ethical behavior.

Educational. Organize the acquaintance of children with the rules of behavior at the table, when visiting; practice using words meaning request, apology.

Correctional. To teach to analyze and evaluate communication, speech, behavior among others; distinguish true politeness from ostentatious politeness.

Educational. To form the inclinations of self-control in children’s behavior; foster a friendly atmosphere in their relationships.

Visiting Grandfather Etiquette. Shainsky’s music “Birthday” sounds

Answer: This is a set of norms and rules of behavior established for various forms of communication, or simply - compliance with the rules of good behavior.

Teacher: “Invitation Etiquette.” You can invite someone to visit in writing or orally. But first, a warm-up on the questions:

What to do if you are invited to visit? (thank you, ask your parents for permission.)
Is it possible to invite someone to a birthday party by phone? (you can, but only a very close friend)
Is it polite to be late for a visit? (indecent)
If for some reason you cannot accept an invitation, what should you do so as not to offend the inviter? (apologize and be sure to state the reason for the refusal)
How should you invite to a birthday party: a few hours before the celebration or in advance? (in advance)

– What kind of guests are there? \Invited, unexpected, came from far away, early, late, bored, overstayed\

Let's remember Russian proverbs about guests. An uninvited guest is worse than a Tatar. Uninvited guests away from the feast. The most welcome guest is the one who is invited. \Students collect proverbs and explain their meaning\

Now listen to the invitation rules that you are asked to remember

Invitation rules:

When inviting friends over, you must be sure that they will be welcomed in your home, so you should warn your family that you will be coming with friends.
Parents need to know where their children went, otherwise they will worry. Therefore, when you invite friends over, be sure to ask if they have warned your family.
If someone comes to you for the first time, be sure to show where the toilet, bathroom is, which door leads where.
If there are any adults at home, be sure to introduce your friend to them.
If you want your friends to visit you often, try to be very attentive to them, do not leave the guest alone.

Your task is to write invitation cards to a friend. \ Pupils in groups make a postcard, write, then read out the invitations). Teacher: So, the invitation has been received, now you need to choose a gift, the next task is devoted to gift etiquette.

(The assistants bring out a table on which there are a variety of objects: socks, a handkerchief, a vase, a flower, a box of chocolates, a book, a soft toy).

– You see a lot of gifts on the table. The student must choose the gift that he would like to give to his friend. Consider the main thing: you will need to explain to whom exactly you will give this gift and why your choice fell on this particular item.

(The student shows the gift and explains his choice).

Tell me, what do you love most when guests come to you, for example, for a birthday? (Receive gifts)

“I’ll give my girlfriend a car,
I'll give my sister a machine gun,
For my father - a brigantine model
And a hockey stick for grandpa. You will be glad!
I saved some weights for my grandmother,
For mom - a video game.
My principle is the best in the world:
Whatever I need, I give!”

Do you share the same opinion?

Tips from

How to choose a gift

A gift should be chosen with respect, with love, for the person for whom it is intended.
It should match the interests, age, and person you are choosing for.
The gift should not only be beautiful and elegant, but also useful so that the person remembers you warmly and often.
Never mention the price of a gift, how difficult it was for you to find it, or how long it took you to make it.
Never give pets as gifts unless you have been asked to do so or you know for sure that the gift will be welcomed.
Remember, the gift must be wrapped. The packaging must be beautiful and original. Don't wrap your gift in newspaper.
Flowers are always a good gift. Flowers can be given to everyone and for any occasion.

Teacher: The gift has been chosen. You can go visit. But in fact, that's not all. After all, a person’s appearance is also very important!

Name the rules for the appearance of a well-mannered person.

Clothes must be clean.
Hair must be styled.
Clothes should be modest and discreet.

Teacher: Now the questions are for those who have a good sense of humor. I will give you humorous definitions of clothing items, and you guess what I really mean:

greenhouse boots (high boots, felt boots);
sheepskin coats for the watchman (sheepskin coat);
headdress for a fool (cap);
sleeveless vest with hem (sundress);
butterfly on a braid (bow);
nose umbrella (visor);
switchmen (pants);
ladies' cocked hat (kerchief);
cook's protective clothing (apron);
extra shoes (galoshes);
tassel item (shawl).

Teacher: Well, now you are really ready. You can go visit. You are a guest.

“Do you know the rules of conduct for hosts?” How do you understand the meaning of the word “Hospitality”. Let's see how the hero of O. Grigoriev's poem “Hospitality” behaves.

Get off this sofa
Otherwise there will be a hole there.
Don't walk on the carpet -
You will rub a hole in it.
And don't touch the bed -
The sheet may be wrinkled.
And don't touch my closet
Your nail is too sharp.
And you don’t need to take books -
You can tear them.
And don't stand in the way...
Oh, wouldn't it be better for you to leave?

Now let's listen to the advice Grandfathers of Etiquette and his assistants.

Rules of conduct for hosts:

Greet guests warmly, even if they came uninvited.
Invite guests to the table and treat them to something.
Take care of the entertainment of the guests, make sure that everyone is interested.
Make sure that guests do not quarrel so that they enjoy being together.
Thank guests for coming and gifts.

Is it pleasant to dine at a clean, neat, well-served table, or is the main thing that the food is tasty, and everything else is unimportant? We will find out the answer if we solve the crossword puzzle.

What do you say when you leave the table? \Thank you\
What is between the mouth and stomach? \esophagus\
What is digested in the stomach? \food\
What is after the esophagus? \stomach\
Where does food initially go? \mouth\
Where does nutrient absorption occur? \intestine\
What do we put on the table? \tablecloth\

What word came out vertically?\appetite\

Write and speak correctly. Writing on the board. Appetite.

The decoration of the table and the appearance of the prepared dishes can arouse appetite and positive emotions.

How to properly cover a table?

The tablecloth should fall 20-30cm on each side of the table.
The cutlery is placed according to the number of people dining.
First, place the widest of all, a stand plate, which protects the table from hot things. This plate is removed only before tea is served.
A plate from which to eat is placed on it, and a cloth napkin is placed on this plate. During meals, this napkin, folded in half, is placed on the knees; it protects clothing.
A small plate for bread is placed to the left of the stand plate and forks; if it is not placed, the bread can be placed on a paper napkin.
To the left of the stand-plate-fork, according to the number of dishes, teeth up.
To the right of the stand plate are knives according to the number of dishes, with the blade facing the plate and a spoon with the convex side down.
In front of the knives and spoon, closer to the center of the table, there are large glasses for water on the left, small glasses for strong drinks on the right.
If there is dessert, in front of the stand plate, closer to the center of the table, there is a dessert utensil: a fork with the tines up, a spoon with the convex side down, the handle to the right, a knife with the blade towards the stand plate, the handle to the right.
To the right of the glasses is a small glass with paper napkins, you can put the napkins next to the cutlery.
It is customary to hold the knife in the right hand and the fork in the left.

Table setting.

A cup and saucer are placed opposite the person sitting at a distance of 4-5 cm from the edge of the table, the handle of the cup faces to the right, a teaspoon lies under the handle of the cup on the saucer, with its convex side down, with the handle towards the person sitting.
The butter knife is placed to the left of the cup and saucer or on the dessert plate for the cake, standing to the right of the cup and saucer, the jam rosette is to the left of the cake plate.
Glasses in cup holders are placed on a dessert plate.

1. When can you sit down to the festive table?

as soon as they entered the room.
only after the owners sit down.
after the hostess's invitation +

2. You sit down at the table, take a napkin and...

tuck it into your collar.
put on your knees +
place it next to the plate.

3. How to behave if you are offered a dish that you don’t really like?

angrily refuse.
refuse, giving the reason for refusal.
take some, thanking +

4. How to eat a cutlet correctly?

knife and fork.
one fork +
with one knife.

5. Why is a knife applied to fish?

to separate meat from bones +
to cut a large piece into small ones.
to hold the piece when using a fork.

6. Which cuts from the common dishes should you choose?

The biggest.
the smallest.
those that are closer to you +

7. If you need to cut food into pieces, which hand should you hold the knife in and which hand should you hold the fork in?

in the right hand - a fork, in the left - a knife.
in the right hand - a knife, in the left - a fork +
one by one.

8. What should you do if you accidentally dropped a fork, knife or spoon on the floor?

pick it up and continue eating.
ask for another device.
apologize and ask for another device +

Place cutlery on the dining table.\mutual check\

The fat man stands with his hips on his hips,

Hisses and boils, orders everyone to drink tea.\ Samovar\

Only in Rus' did they drink tea from a samovar. The city of Tula was considered his homeland. In the old days there was no tea in Russia and instead they brewed currant leaves, strawberries, raspberries, linden flowers, Ivan tea and others. Almost 300 years ago, the Russian Tsar received a gift from the Mongol Khan. These were bags with an incomprehensible inscription “bah-cha”, which translated as “tea for brewing.” The king liked the tasty drink. And since then, merchants from overseas countries began to transport it to Russia. Tea was expensive in those days, not everyone could buy it. That’s why the expression “indulge in tea” appeared.

– Name our popular varieties of tea.\Lipton, Akhmat, Beseda, Bodrost, Lisma, Edwin\

I want to reveal a secret
And some useful advice:
If illness happens to anyone,
You can treat yourself with tea.
Tea is the healthiest of all medicines,
Helps against diseases
Tea refreshes us in the heat
And in cold weather it warms you up.
And the drowsiness will overcome,
And he will argue with fatigue,
Will crush any illness.
Tea for health is your best friend!

Now let’s remember the names of medicinal herbs, flowers or fruits that we add to tea in order to recover faster.

There was a tablecloth
White as snow,
The teeth are all around
Shita without hands,
And on that tablecloth -
Golden loaf.\Chamomile\
And in the forest, and in kvass,
Both in candy and in tablet\Mint\
Good grass -
Red head
And he will give you honey,
And he’ll brew some tea.\Ivan-tea\
There is also decoration
There is also intimidation
Look and admire
Don't poke your hands in! \Rose hip\

In the blue envelope is the following question: do you know the rules of behavior at the table? (Children's answers) Sketch based on the story by V.A. Oseeva “Cookies” Question: did the children know the rules of behavior at the table\(no\ - What does this story teach?

Reading table manners in the textbook that suggests Grandfather Etiquette and his assistants.

Table manners:

Do not reach across the table or through your neighbor for any dish, ask him to pass this dish to you.
Don't speak loudly, try not to attract everyone's attention.
Do not address anyone across the table, talk to your neighbors at the table.
Eat slowly.
Don’t say that this or that dish is not very tasty - all dishes should be praised.
Don't talk with your mouth full.
Talk, first of all, about what interests the owner, the birthday person who invited you.

At a birthday party, guests need to be entertained. Music, songs, games, dancing, laughter are signs of a cheerful holiday.

Game “Compliments” Children pass a balloon to each other. As soon as the music stops, the player who has the ball in his hands must compliment the person from whom he received the ball.\Examples of compliments: “You look great!” “What a wonderful smile you have!” “I like your haircut so much!” “This hairpin suits you very well!”\

Grandfather Etiquette and his assistants advise:

Don’t forget to invite your friend to visit you, make an appointment for the next meeting - this is required by etiquette.

– What new things do you now know about the culture of behavior at a party?

Communication culture. Topic: “Rules of politeness and hospitality”, 2nd grade

Goal: To teach to analyze and evaluate communication, speech, behavior among others; distinguish true politeness from ostentatious one; consolidate knowledge of the rules of behavior when visiting.

During the classes:
Guys, the topic of our lesson is “Rules of Politeness and Hospitality.” I would like you to remember the rules of behavior for a polite person and be able to immediately assess whether this or that person, or you yourself, did the right thing. Our conversation will be unusual. It's a bit like the game show What? Where? When?” Our assistant will be the Wise Owl; it is not for nothing that the eagle owl is considered a symbol of wisdom. Around him you see colored envelopes with questions and answers.
(The teacher spins the top)

You will be the experts. Let's open the red envelope and see what kind of question it contains.
Since the topic of our lesson is “Rules of Politeness and Hospitality,” let’s see if you know how to politely invite your friends to your place. What invitation rules do you know? (Children's answers)
Now listen to the invitation rules that the Wise Owl invites you to remember.

Invitation rules:
1. When inviting friends over, you must be sure that they will be welcomed in your home, so you should warn your family that you will be coming with friends.
2. Parents should know where their children went, otherwise they will worry. Therefore, when you invite friends over, be sure to ask if they have warned your family.
3. If someone comes to you for the first time, be sure to show where the toilet, bathroom is, which door leads where.
4. If there are any adults at home, be sure to introduce your friend to them.
5. If you want your friends to visit you often, try to be very attentive to them, do not leave the guest alone.

Let's see what's hidden in the other envelopes.
(The teacher spins the top)
In the purple envelope is the following question: “Do you know the rules of conduct for hosts?” How do you understand the meaning of the word “Hospitality”. Let's see how the hero of O. Grigoriev's poem "Hospitality" behaves.
Get off this sofa
Otherwise there will be a hole there.
Don't walk on the carpet -
You will rub a hole in it.
And don't touch the bed -
The sheet may be wrinkled.
And don't touch my closet
Your nail is too sharp.
And you don’t need to take books -
You can tear them.
And don't stand in the way...
Oh, wouldn't it be better for you to leave?
Can the owner of the house be called hospitable? What advice would you give him? (Children's answers)
Now let's listen to the advice of the Wise Owl.
Rules of conduct for hosts:
1. Greet guests warmly, even if they came without an invitation.
2. Invite guests to the table and treat them to something.
3. Take care of entertaining the guests, make sure everyone has fun.
4. Make sure that guests do not quarrel so that they enjoy being together.
5. Thank guests for coming and gifts.
Let's thank the Wise Owl for his advice and continue the game.

Now let's open the green envelope. Tell me, what do you love most when guests come to you, for example, for a birthday? (Receive gifts)
Do you like giving gifts to others?
Here's how one boy decided to do it:

“I’ll give my girlfriend a car,
I'll give my sister a machine gun,
To the brigantine model father
And a hockey stick for grandpa. You will be glad!
I saved some weights for my grandmother,
For mom - a video game.
My principle is the best in the world:
Whatever I need, I give!”

Do you share the same opinion? What to give to your family and friends? How to choose the right gift? (Children's answers)
Tips from the Wise Owl:
How to choose a gift
1. A gift must be chosen with respect, with love, for the person for whom it is intended.
2. It must match the interests, age, of the person you are choosing for.
3. The gift should not only be beautiful and elegant, but also useful, so that the person remembers you warmly and often.
4. Never mention the price of a gift, how difficult it was for you to find it or how long it took you to make it.
5. Never give pets as gifts unless you have been asked to do so or you know for sure that the gift will be welcomed.
6. Remember, the gift must be wrapped. The packaging must be beautiful and original. Don't wrap your gift in newspaper.
7. Flowers are always a good gift. Flowers can be given to everyone and for any occasion.

(The teacher spins the top)
In the blue envelope is this question: do you know the rules of table manners? (Children’s answers)
Reading the rules of table manners offered by the Wise Owl:

Table manners:
1. Do not reach across the entire table or through your neighbor for any dish; ask him to pass this dish to you.
2. Don't speak loudly, try not to attract everyone's attention.
3. Do not address anyone across the table, talk to your neighbors at the table.
4. Eat slowly.
5. Don’t say that this or that dish is not very tasty - all dishes should be praised.
6. Don't talk with your mouth full.
7. Talk, first of all, about what interests the host, the birthday person who invited you.
Finally the last yellow envelope.
The time spent visiting has passed quickly, it’s time for you to say goodbye. What should you remember before leaving? (Children's answers)
The wise Owl advises:
Before you leave, don't forget to say goodbye. When parting, be sure to thank him again for the invitation, tell him how pleasant it was to spend this time, the evening in this house, thank your friend’s parents for the holiday arranged for you.
Don’t forget to invite your friend to visit you, arrange the next meeting - this is required by etiquette.

Summarizing:
Reading a fairy tale by Al. Ivanov “How impolite Khoma was” by role.
- What does this fairy tale teach?
— What rules of politeness did Khoma and Suslik violate?
-What advice could you give them?

Hospitality Rules

Not everyone likes to receive guests, but almost everyone has to do this due to a wide variety of circumstances. So let's try to look at some classic situations and try to behave in them with dignity. Not only does hospitality require you to be attentive and attentive to each guest, but also ** It is considered indecent to leave a guest alone in a room for a long time.**So agree in advance with your household about the distribution of responsibilities among themselves, otherwise the owners will rush between the kitchen and the dining room, and the guest will languish from idleness in the living room.

**For a short visit, it is not necessary to set the table.**You can offer a cup of coffee, tea, fruit, cakes, and the guest is usually offered the most comfortable seat. Our Russian traditions have not yet outlived their usefulness and such simple techniques are not popular with everyone, but still, you should not invite guests every time “for dumplings” with the inevitable pies, Olivier salad and raw smoked sausage. Times have changed, all these delicacies are sold in any store on every corner.

But if you really started a “feast for the whole world,” then ** Everything must be ready before the guests arrive.**The sight of a lathered housewife in a robe and curlers makes a repulsive impression even against the backdrop of a beautifully set table. Calculate the time so that by the time the first guest arrives, you are already in all your splendor and in full dress. It’s even better if you can sit quietly for ten to fifteen minutes while waiting for guests. At the same time, remember if any little detail was missed.

In such a house, in which many visits are received, a dressing room is necessary; if there is no such thing, then the living room should take its place.

Receiving guests in the dining room is by no means permitted by generally accepted rules of courtesy.

If someone enters the reception room with or without a report, you should immediately stand up, go towards him and ask him to sit down.

What does it mean to live by the rules?

What rules of communication between people do you know? What rules of hospitality do you know?

Express your opinion about the argument between two seventh graders.

Peter. Rules prevent people from living, so people often break them.

Larisa. Rules are necessary. If there were no rules, people simply would not know what to do.

Variety of rules

As you know, Winnie the Pooh believed that it was better to visit in the morning, and to cross the street at any traffic light, but always in a crowd. Not everyone seems to think Winnie the Pooh's rules are flawless. Can there be rules for all occasions? Can the rules be the same for everyone? To answer these questions, let's try to understand the world of rules.

It seems like the rules have always existed. According to the rules of child care, you were fed on time and walked with you. When playing with your peers, you agreed on the rules of the game and took offense at those who violated these rules. When the time came, you went to school. There are a lot more rules here. They surround you on all sides. The rules in textbooks teach how to write, read, and count. The rules of conduct for students require not to be late, not to litter, not to make noise during class, etc. But there are also fire safety rules, traffic rules, rules of behavior in public transport, etc.

In the very word “rules” one hears “correctly”, “right”. In V.I. Dahl’s dictionary it is written: “A rule is a law, or a decree, or a legalization, a basis for action in given cases, under certain circumstances.” A wise expert in the Russian language noticed that a rule is most often associated with an established procedure for actions under certain circumstances. Consequently, rules are created so that people can act successfully in certain cases. Rules are also called norms.

Rules, or norms, regulate the actions of people. Society recognizes behavior that complies with the rules as legitimate and considers it the norm.

There are many rules in society, or social norms. Let's get to know some of them.

It is possible to group the rules in force in society in another way: by the severity of the measures that are applied to violators, by the number of people they are designed for.

Traditions of hospitality of the Russian people

During the lesson, students get acquainted with the traditions of hospitality of the Russian people. The lesson can be used in ORKSE lessons or in class.

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“Traditions of hospitality of the Russian people”

Subject: Traditions hospitality of the Russian people (lesson on ORKSE) 4th grade
Target: acquaintance with the traditions of receiving guests

Tasks:
— introduce the traditions of hospitality of the Russian people
— to develop the ability to apply knowledge acquired in the lessons of ORKSE, literature

To cultivate interest and respect for the traditions and customs of the Russian people, patriotism, tolerance;

Develop the ability to independently evaluate the results of your activities and your classmates.

Lesson type: learning new material.
Metasubject connections: Russian language, the world around us? kbnthfnehf

Methods: visual, practical, partially exploratory, ICT

Forms: frontal, group.
Equipment: interactive board; task cards, music library (physics lesson)

Organizational part.
Greetings. Ready for the lesson.

Self-determination for activity

Once upon a time there lived a wise old man. He had three sons. Good sons obeyed their father in everything.

One day the old man called his sons to him and said:

“Soon I will leave you, my children.” I leave you everything that I have acquired through labor and intelligence. Divide all my cattle into four equal herds, take a herd for yourself, and continue your father’s work with success. Live together and teach good things to your children.

The sons bowed to their father, thanked him for the gift, but before leaving the yurt, they turned to him with a question:

“Did we mishear, father, did we understand your order correctly?” There are three of us, and you ordered the cattle to be divided into four parts. Who are you leaving the fourth part to?

· Who do you think the fourth part of the cattle was intended for? (Students' answers).

The father replied: “I leave a quarter of my cattle... to your guest. Let everyone who needs food and shelter, who comes to your home out of desire or need, find shelter and warmth, affection and plentiful refreshments in you. And if your guest, out of modesty, begins to refuse food and drink, tell him that he eats and drinks his own, and not yours, for in your property there is also his share... Remember, my children, as the old sage said: “He has done good - got the good out of it!” Together with the guest, light and the joy of communication enter the house...

· What do you think showed your father’s wisdom? (Students' answers).

- What will we talk about in class today?

III. Work on the topic of the lesson

—Have you ever wondered why people visit? (Children's answers)
Teacher: During communication, they learn news, discuss events, consult, and share joy and sorrow with each other.

Centuries have passed. Much has changed since then. But the people preserved the traditions of hospitality. And today we will get acquainted with the customs of receiving guests of the Russian people, with the rules of hospitality etiquette.
- How can you call receiving guests differently... (hospitality).
— How do you understand the word “hospitality”?
— The ritual of hospitality, in essence, is a communication between two parties, the host and the guest.
2) Vocabulary work.
— In the dictionary of S.I. Ozhegov gives this interpretation of the meaning of the word “guest” - one who visits, visits someone with the purpose of seeing, talking, spending time together.

Many words with the same root are derived from the word guest. Name them. Put the words on the board - cards
Guest- live with someone as a guest.
Hotel- a gift or money from the guest to the owner.
Hospitality- hospitality to guests

— You and I live in a country where 160 nationalities live in peace and harmony. Each nation has its own traditions and customs: “How many nations - so many traditions and rituals.” However, every person must realize that he is a representative of his people and must respect both his people and other peoples.

— List the nationalities that you know. Today we will get acquainted with the traditions of hospitality of the Russian people.

3) Work on the topic of the lesson

Russian hospitality

Hospitality has always been a characteristic feature of the Russian people. It was assessed, first of all, by hospitality. In the old days, a guest was supposed to be given something to drink and feed to his fill.

Custom dictated almost forcefully feeding and watering the guest. The owners knelt down and tearfully begged them to eat and drink “just a little more.” This was explained by the fact that villages and estates were located far from each other, and the rare guest who crossed the threshold of the house was always a joy. Since then, hospitality in Russia has always come first. In Rus' Dear guests were always greeted with bread and salt, and it was customary to warm and feed the visiting person. Our ancestors gladly received the guest - they did not skimp, they put everything they had on the table. That’s why the saying arose: “Everything on the table is the swords that are in the oven.” The hosts were even offended when the guest ate and drank little.

4) Practical part

Exercise 1. (Appendix No. 1)
Work in groups. Each group receives information about the hospitality of the Bashkir, Russian, and Tatar peoples. Students must mark the rules of hospitality of the Russian people on a piece of paper and provide brief information. (Each group reads out)
- Evaluate your work. (teacher evaluates with a circle)
- Hospitality is an art - the ability to make guests happy. People say: “The guest is happy - the owner is happy.”

— Receiving guests in your home is a big responsibility, because you must do everything so that your guests have a pleasant time. Therefore, you need to receive guests correctly.
- How to do this? Where to begin?

— Create a structure for receiving guests
(invitation, meeting, treat, entertainment, farewell - appear gradually on the board).
Stage 1 “Invitation” (work in groups)
Question: - With what words do we most often begin an invitation to visit?
Each group says a variant of the invitation.
- Come to me tomorrow...
- I invite you to my place for...
- I will be very glad if you come to me...
Question: - What could be the reason for an invitation to visit? (children's answers)

“Depending on the type of celebration to which you invite guests, in person at a meeting, by phone or by sending an invitation by mail, indicate the date, time and location of the celebration, and, if necessary, the type of clothing. When inviting guests, you must remember that those invited must have sufficient time to prepare for the celebration, because each guest must choose a gift for the hosts of the evening and choose the appropriate outfit. As a rule, it is customary to invite people to a wedding or significant anniversary a month before the celebration, and to home celebrations - at least a week in advance.”
Question: - Do you think it’s possible to visit without an invitation? (Students' answers).
Stage 2 “Meeting” «. When meeting a guest among the Russian people, they were always greeted with a bow to the ground. A dressed-up hostess came out to the assembled guests and always bowed from the waist. The guests also bowed to her and the ritual of “kissing” began. The guests came up and took turns kissing the hostess. When the hostess headed to the special women's table, this served as a signal to start and sit down at the tables. The ceremonial table always stood in the “red corner”, near the stationary benches. This was more honorable than sitting on side benches, since it was believed that the guest was under the protection of the saints.
Stage 3 “Treat”

The beginning of the meal was marked by the owner of the house serving each invited guest a piece of bread with salt. Since salt was a very expensive product at that time, it was used only on special occasions. Even at the royal court, salt shakers were placed closer to the owner and important guests. Therefore, salt was one of the most important products. Another measure of hospitality was how strong the tea was brewed. Depending on the fortress, one could judge how the owners of the house treated the guest, how hospitable they were. Traditions of serving dishes have changed a lot since that time. To begin with, pies were served, then dishes of meat, poultry and fish (this was called roast), and then at the end of the dinner - soups (“ear”). Having rested after the soups, we ate various sweet snacks for dessert.

“And you and I, let’s set the festive table.” The class is divided into groups.

make a collage of illustrations on the theme: “Festive table”

create a “Russian cuisine” menu from certain products.

List only Russian dishes:

Beshbarmak, Siberian dumplings, pilaf, okroshka, jellied meat, borscht, fish soup, manti, kurnik, chak-chak.

Discussion. self-assessment and assessment of other groups. The teacher evaluates with circles

Stage 4 “Entertainment” Games, dancing. (physical minute “Kolobok”)

“I suggest you rest now.”
Musical physical exercises are conducted with students (turn on the video).

— Guys, another tradition of hospitality is the ability to say goodbye correctly. You need to choose the words and expressions that we say when we say goodbye to guests.

They saw off the guest and wished him a good journey, saying “good riddance.” In addition, the custom was to pour it on the road and sit on the path. In those days, this meant that the owner of the house wished the guest that his journey would be smooth as a tablecloth.

— How should hosts and guests behave when saying goodbye?
For example:- Thank you, dear guests, for coming to us and checking on us.
— Come to us again, we are always glad to meet you.
— Words of gratitude or farewell.

5) Reinforcing the topic of the lesson

1) Work on slides

We have become acquainted with some rules of hospitality and let's evaluate some fairy-tale characters from the hospitality side (fairy tales “The Fox and the Crane”, “Fly Tsokotukha”, “Porridge from an Axe”, “Winnie the Pooh Visiting the Rabbit”)

2)Work with proverbs

Russian hospitality is famous all over the world; it is considered a manifestation of the Russian broad soul. Russian hospitality does not happen by halves, but only on a grand scale.

It seemed important to me.....

7.) Homework

– Ask adults about family traditions of receiving guests; find and write down proverbs and sayings about hospitality in your notebook.

Self-assessment – We will show our mood, our impression with the help of circles. Let's make a flower - the middle is already there, this is my impression from today's lesson. And you glue the petals - your mood.

What rules of communication between people do you know? What rules of hospitality do you know?

Answers and explanations

1 Don’t try to have your interlocutor maintain your vision. Don't impose your opinion

2 There is no need to talk about a person if he is not around (to judge), much less criticize

3 Say only good things about people.

3 Do not ridicule the actions of others.

4 Show interest in the conversation, even if you are not interested. 5 Do not show your superiority over others in the conversation, even if you are better versed in this topic.

6 If you feel that you have offended a person. I need to apologize.

7 There is no need to give advice if you are not asked.

The main thing when communicating with people is to talk less and listen carefully

RULES OF HOSPITALITY

1 You need to show attention to any person who comes to visit you. Be polite and friendly to everyone.

2 There is no need to be very intrusive and persistent. For example, “try my salad” or “have this drink” 3 Introduce strangers to each other 4 Try to maintain a conversation with each guest. 5 If a person is about to leave, there is no need to stop him (he may have his own plans)

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Impeccable Service means cordiality, friendliness, knowledge, promptness, timing, flexibility, courtesy, stability, personal contact with the guest, instilling confidence, exceeding the guest's expectations.

It may seem that the Nine Essentials of Hospitality are nine different activities that can be easily identified in the work of staff. In fact, they constitute a unified way of thinking and acting - a standard that should be followed when serving visitors. Providing services is at the core of any business - from car repair and hairdressing services to restaurant catering.

Eating has many personal, both emotional and rational, factors. A high level of care for the guest’s comfort, in other words, Impeccable Service, is precisely a characteristic feature of the best catering establishments. To live up to the Brillat-Savarin dictum, staff must not only “physically” provide guests with the food and drinks they order. An equally important task is to create a comfortable environment for them in which they feel protected from any troubles, be it loud music or the clatter of dishes, that could spoil the pleasure of eating. The waiter must anticipate the unspoken needs of the guest, including those that he cannot understand and formulate. Surely the guest will accept this with gratitude.

While the Nine Essentials of Hospitality can serve as a practical guide to service, it also highlights the less visible aspects of our business. Less noticeable does not mean not important. In fact, attention to detail is exactly what distinguishes Impeccable Service. In today's market, competition is very high, and the quality of service is as important as the quality of food, and sometimes even more important, since in the second case (quality of food) there are at least strict standards and control by numerous authorities. In the first case, the flaws are not so noticeable (for regulatory authorities, but not for guests) and the difference between two establishments that formally belong to the same class can be enormous.

2. Impeccable Service is perceived at first sight, that is, it creates a favorable first impression.

“There is only one chance to make a good first impression” - these words are often repeated by restaurateurs, realizing that the assessments that can form an impression can be formed by guests within a few minutes immediately after arrival.

When guests see cleanliness and tidiness in everything that catches their eye in a restaurant (building, decoration, furniture, equipment, staff), they do not have suspicions regarding the sanitary condition of that part of the restaurant that is hidden from view (kitchens, utility rooms and storage areas). premises). And vice versa - a single stain on the carpet, a crumb on a chair or a spot on the wall can make guests think about the dishes they are going to be treated to.

The “Nine Essentials of Hospitality” reflect various aspects of service and are aimed at making guests feel comfortable, but do not be surprised that some of them overlap in some way. After all, together they form a single standard of service.

3. Impeccable Service is cordiality, friendliness and politeness.

A friendly welcome reassures guests that they can relax and enjoy their meal. And a warm farewell makes guests feel grateful and encourages them to come again.

Good waiters are sensitive to the needs of the guests not only in relation to the food served, but also in everything that relates to the dining experience as a whole. Guests come to the restaurant not only to chat with the service staff; most of them want to talk with their companions. Therefore, lengthy negotiations with the waiter will obviously not please them. In any case, the waiter must understand that good manners smooth out the difference in communication between “Guest and staff.” Polite behavior creates an atmosphere of comfort; guests subconsciously feel safe in the establishment and know what they can count on here.

Where does hospitality begin? Rules of hospitality: how to be a good host What rules of hospitality do you know?

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Communication culture. Topic: “Rules of politeness and hospitality”, 2nd grade

Hospitality Rules

What does it mean to live by the rules?

Variety of rules

Traditions of hospitality of the Russian people

View document contents “Traditions of hospitality of the Russian people”

What rules of communication between people do you know? What rules of hospitality do you know?

Answers and explanations

Popular:

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“Traditions of hospitality of the Russian people”