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SB/T 10476-2008: Hotel service etiquette criteria
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| SB/T 10476-2008 | English | 289 |
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Hotel service etiquette criteria
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SB/T 10476-2008
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Basic data | Standard ID | SB/T 10476-2008 (SB/T10476-2008) | | Description (Translated English) | Hotel service etiquette criteria | | Sector / Industry | Domestic Trade Industry Standard (Recommended) | | Classification of Chinese Standard | A20 | | Classification of International Standard | 03.080.01 | | Word Count Estimation | 11,169 | | Date of Issue | 2008-09-27 | | Date of Implementation | 2009-03-01 | | Quoted Standard | SB/T 10420-2007 | | Regulation (derived from) | ?Ministry of Commerce Announcement 2008 No.72 | | Issuing agency(ies) | Ministry of Commerce of the People's Republic of China | | Summary | This standard specifies the terms and definitions hotel service etiquette, basic services etiquette, jobs service etiquette. This standard applies to hotel and catering industry serving the property management staff, . Offices and other business-related services personnel may refer to. | SB/T 10476-2008: Hotel service etiquette criteria---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order.
Hotel service etiquette criteria
ICS 03.080.01
A20
Record number. 25120-2008
People's Republic of China domestic trade industry standard
Hotel service etiquette
Released on.2008-09-27
2009-03-01 implementation
Published by the Ministry of Commerce
Content
Foreword I
1 Scope 1
2 Normative references 1
3 Terms and Definitions 1
4 Hotel Service Etiquette Specification 1
4.1 Basic Service Etiquette Specification 1
4.2 Post Service Etiquette Specification 2
Foreword
This standard refers to the Chinese hotel industry service etiquette norms (trial), combined with the characteristics of hotel services and civilized service requirements of practitioners
Formulated to promote the improvement of the overall service level of the industry and the improvement of the quality of employees.
This standard is proposed and managed by the Ministry of Commerce of the People's Republic of China.
This standard was drafted and interpreted by the China Hotel Association.
Participated in the drafting of this standard. Hangzhou Fengyun Network Technology Co., Ltd. (China Hotel Network).
The main drafters of this standard. Han Ming, Chen Xinhua, Wang Wei, Ping An, Yang Guanjie.
Hotel service etiquette
1 Scope
This standard specifies the terms and definitions of hotel service etiquette, basic service etiquette specifications, and post service etiquette specifications.
This standard applies to current service personnel in the hotel and catering industry. Property management, office buildings and other related service personnel can refer to the implementation.
2 Normative references
The terms in the following documents become the terms of this standard by reference to this standard. All dated references, followed by all
Modifications (not including errata content) or revisions do not apply to this standard, however, parties to agreements based on this standard are encouraged to study
Is it possible to use the latest version of these files? For undated references, the latest edition applies to this standard.
SB/T 10420-2007 Qualifications for star-rated service personnel in hotel industry
"China Hotel Industry Service Etiquette Specification (Trial)"
3 Terms and definitions
The following terms and definitions apply to this standard.
3.1
A company that provides accommodation, food and related services to consumers.
[SB/T 10420-2007 Definition 2.1]
3.2
The basic qualities that hotel employees should have in the whole process of service and the code of conduct to be followed, including basic service etiquette norms and positions.
Service etiquette specifications, etc.
4 Hotel service etiquette specification
4.1 Basic Service Etiquette Specifications
4.1.1 Have a good appearance and instrumentation, the appearance is correct, the decoration is decent, and the clothes are neat and beautiful.
4.1.1.1 Keep your face clean and oral. Female employees can make appropriate makeup to meet job requirements.
4.1.1.2 Keep the hair clean, the length is appropriate, and the hair style meets the requirements of the post.
4.1.1.3 Keep your hands clean and the nail length is appropriate. Female employees can apply colorless nail polish without violating specific job requirements.
4.1.1.4 Uniform dress code. The tooling is clean and tidy, the appearance is flat, and the matching is reasonable, which meets the requirements of the hotel image design.
4.1.1.5 Wear a badge. The badge should indicate the hotel logo, department, employee name, etc. Employees engaged in food processing can put chest
The card content is embroidered at the pocket of the jacket. Encourage qualified restaurants to wear special badges for employees with foreign language and sign language reception skills.
4.1.1.6 Wearing accessories should meet the requirements of the post. Jewelry should be well-made and consistent with identity.
4.1.1.7 Employees engaged in food processing should wear special work caps, masks, gloves, etc., and should not apply nail polish. Engaged in food processing
Working employees and engineering staff should wear unbuttoned clothing without wearing any accessories.
4.1.2 Graceful and graceful.
4.1.2.1 When standing, the head should be shoulder straight and the body should be straight. The hand and foot should be adjusted according to different standing positions.
4.1.2.2 The seat should be light and stable, the upper body is naturally straight, the head is shoulder flat, the hand position and the foot position are reasonable, and different sitting postures should be used reasonably.
4.1.2.3 When squatting service, the legs should be close together and face each other, and different kneeling positions should be used reasonably.
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