What rules of hospitality do spir employees need to know? Rules of hospitality social studies. Work of hotel staff with clients

Practice has proven that the more a homeowner cares about the comfort of his guests, the more rental orders he receives and the more tourists choose to stay with him. Over the course of our work, we managed to find out what guests value most when communicating with homeowners. Therefore, if you want to rent out your apartment continuously and with little or no interruption, we recommend that you follow DubaiApartment's basic hospitality rules.

What hospitality rules should be followed at DubaiApartment to attract more tenants?

Post truthful information about your property

Guests will be disappointed if they do not find the apartment as you described it on the website. And it will be difficult to count on good reviews from tourists after this.

Remember: guests are not looking for the perfect apartment. They will easily survive certain shortcomings if they know about them in advance. Therefore, be honest about your accommodation and be sure that your guests will be satisfied and write good reviews about the premises.

Always check your booking calendar with the calendar on DubaiApartment

Judging by the reviews of tourists, what irritates them most is the return of money due to the fact that the apartment turns out to be booked outside the system. Visitors to our website always want to see up-to-date information about the occupancy of the apartment, and it is good manners for the owners of the premises to provide such information.

Communicate with your guests before booking and after check-out

Treat your guests like new acquaintances who will recommend you to more and more tourists. Answer their questions if they want to clarify something before booking - this will make it easier for people to make a decision about renting your apartment. Make sure guests have a way to contact you after they move in so they can count on you as a friend. Remember: staying with a friend is much more pleasant than staying in the apartment of someone who doesn’t answer questions.

Meet your guests and help them get comfortable in the new city

Try to make sure that your guests, after arriving in the city, can move into the apartment as quickly and easily as possible. Meet them, show them the accommodation, introduce them to the concierge, explain how to get to shops and the metro station. The faster tourists get used to it, the more pleasant it will be for them to live in your apartment.

You know your city better than your guests. Of course, they will be very grateful to you for a short excursion, a story about the city and interesting places in it, acquaintance with local customs, simply unexpected amenities and attention. Give them an experience, and friends and acquaintances of your guests will come to you.

Keep order

All people love cleanliness and order in their rented premises. Guests respond better to rooms that are regularly cleaned and where appliances and interiors are in good working order. DubaiApartment's hospitality rules mean that your apartment must always be clean and tidy, and you will clean the house at least twice a week and before the arrival of new guests.

§ 15. Diplomatic techniques

Breakfasts, lunches, cocktails, buffets, tea

Diplomatic techniques are one of the generally accepted and widespread forms of foreign policy activity of governments, foreign affairs departments, diplomatic missions and diplomats. Receptions are held both to commemorate important events (national holidays, anniversaries, anniversaries of the signing of treaties, as well as on the occasion of the stay of a distinguished guest or delegation in the country), and as part of the daily activities of the ministries of foreign affairs and embassies.

Receptions organized by a diplomatic mission contribute to the establishment, maintenance and development of contacts between the embassy and the host country. At such receptions, foreign diplomats explain the policies of their countries, collect information about the host country, and exchange opinions on important international issues. Therefore, any diplomatic reception has great political significance both for those who organize it and for the guests present at it. Of even more important political nature are the receptions organized by the country's governing bodies in honor of distinguished foreign guests or delegations.

The traditions of holding receptions go back to ancient times. Hospitality has been and remains an essential indicator of the honor and dignity of the people and the state. Countries carefully preserve the historical traditions of receiving guests as symbols of peace and kindness. The traditions of Russian hospitality are still celebrated by foreign guests. In the past, guests in Russia were greeted with honor and respect:

Honor the guest, no matter where he comes to you;

if you cannot honor him with a gift, then with food and drink.

(From the teachings of Grand Duke Vladimir
Vsevolodovich Monomakh to his children.)

Many years of international practice have established the types of diplomatic receptions, methods of their preparation, and diplomatic etiquette that the participants in the receptions adhere to. Protocol practice in Russia has some peculiarities in the organization of receptions, but in general it coincides with international practice. In our diplomatic protocol, as is the case in other countries, receptions are divided into daytime and evening, receptions with and without seating at a table.

Daytime meals include receptions such as “a glass of champagne”, “a glass of wine”, and breakfasts.

“A glass of champagne” usually starts at 12 o’clock and lasts about an hour. The reason for organizing such a reception may be the anniversary of a national holiday, the departure of an ambassador, the stay of a delegation in the country, or the opening of an exhibition (festival). During the reception, in addition to champagne, guests may be offered other drinks (wine, juices, mineral water). Waiters serve drinks and snacks. From an organizational point of view, this is the simplest form of reception, which does not require extensive and lengthy preparation.

A similar technique is the “glass of wine” technique. The name in this case emphasizes the special nature of the technique.

Breakfast is served between 12 and 15 hours. Breakfast usually starts at 12.30 or 13.00. The breakfast menu is compiled taking into account national traditions. When organizing breakfast on the Russian side, the menu consists of one or two cold appetizers, one fish or meat dish and dessert. Serving a first course and/or hot appetizer at breakfast is not excluded.

Juices are offered before breakfast. During breakfast, dry grape wines can be served, and at the end - champagne, coffee, tea.

Breakfast usually lasts an hour and a half, of which about an hour - at the table and about 30 minutes - with coffee, tea (coffee, tea can be served at the same table or in the living room). Guests typically arrive for breakfast in casual clothing unless the dress code is specifically specified in the invitation.

Breakfast is one of the most common types of diplomatic receptions. Breakfasts are organized on the occasion of the arrival and departure of ambassadors, anniversaries of treaties and other anniversaries, in honor of distinguished foreign guests, in order to maintain contacts between the Ministry of Foreign Affairs and foreign diplomatic missions in Moscow.

In international protocol practice, it is generally accepted that daytime receptions are less formal than evening ones.

There are several types of evening receptions.

The “cocktail” starts between 17:00 and 18:00 and lasts about two hours. During the reception, waiters serve drinks and cold snacks (in the form of canapés - small sandwiches). Hot food can be served. Sometimes there is a buffet where waiters offer drinks to those who wish.

The reception “a la buffet” is held at the same hours as the “cocktail”. However, at a buffet reception, tables may be set with snacks, including hot dishes. Guests themselves approach the tables, pick up snacks and leave, giving the opportunity for others present to approach.

Receptions such as “cocktail” and “a la buffet” are held standing. In both cases, in order to emphasize the special solemnity of the reception, champagne, ice cream, and coffee can be served at the end of the reception.

If the reception is held on the occasion of a national holiday or in honor of a distinguished guest, a small concert or film screening may be organized at the end of the reception. The solemnity of the reception can be emphasized by indicating a special dress code in the invitation.

Lunch is considered the most honorable type of reception. It usually starts at 20:00 or 20:30, but no later than 21:00. According to Russian protocol practice, lunch can begin at an earlier time.

The lunch menu, in accordance with national traditions, includes two or three cold appetizers, a first course, a hot fish course, a hot meat course and a dessert. The service of drinks is the same as at breakfast. Lunch usually lasts two to three hours or even longer. After the table, where the guests stay for about an hour, everyone goes to the living rooms for a conversation; Coffee and tea are served here. In some cases, coffee and tea may be served at the dining table. Often, lunch requires a special uniform (tuxedo or tailcoat for men, evening dress for women).

Dinner starts at 21:00 or later. It differs from lunch only in the start time. In some countries, on especially solemn occasions in connection with the stay in the country of the head of state or a delegation headed by a statesman of the highest level, two receptions are held in a row: immediately after dinner, a “cocktail” or “a la buffet” type reception is held for distinguished guests.

A buffet lunch involves free seating at small tables of four to six people. Just like at a “buffet” reception, tables are set with snacks and there are buffets with drinks. Guests pick up snacks and sit at their discretion at one of the small tables. This kind of reception is often organized after a concert, watching a film, or during a break in a dance evening. In tropical countries, this kind of reception is often held outdoors - on the veranda or in the garden. A buffet lunch is less formal than lunch.

Evening receptions also include “tea,” held between 4 and 6 p.m., usually for women. The wife of the Minister of Foreign Affairs invites the spouses of ambassadors and other women to “tea”. This form of reception is also used when farewell visits are made by the spouses of heads of diplomatic missions to the spouse (Minister of Foreign Affairs). For “tea,” one or more tables are set, taking into account the number of guests. Sweets, cookies, fruits, drinks are served. Canapés are not excluded.

In international practice, the “jour fixe” type technique is becoming less and less common. The wife of the Minister of Foreign Affairs or the spouse of the ambassador appoints for the entire season the day and hour of each week when she expects guests. At the beginning of the autumn-winter season, an invitation is sent out once, valid for the entire period, unless special notice is given. This technique, sometimes called “Wednesdays”, “Thursdays”, “Fridays”, is the same in form and content as “tea”.

There are other types of diplomatic receptions: musical, literary, dance evenings, meetings of diplomats during sports competitions. It is curious that in Canada, for example, a reception is held on the occasion of a “musical ride on horses.”

§ 16. Before guests arrive

Type and location of reception. Who would you like to see? What should you treat your guests to? RSVP

Each appointment is preceded by careful preparation. It is necessary to determine the type of reception, taking into account the purpose for which it is being organized, the location, draw up a list of invitees, fill out and send out invitations in advance, draw up a menu and seating plan at the table, if we are talking about breakfast, lunch, dinner. If the reception is organized at the ambassador's residence or at the embassy, ​​then the ambassador's wife should pay special attention to preparing the premises, setting the tables, and instructing the waiters who will serve the reception.

The rules for preparing and organizing receptions arranged by the Russian side for foreign guests and diplomatic missions abroad, although generally similar, have some significant differences.

When organizing a reception in honor of foreign guests and delegations in Russia, diplomatic protocol does not have to resolve such issues as finding premises (if we are talking about a reception with a large number of participants), servicing the reception, since in each country, including Russia, Highly qualified waiters are hired for state receptions. The issue of organizing a concert after the reception, if there is a need to give the reception a special solemnity, is also resolved quickly and effectively. The Minister of Foreign Affairs of the Russian Federation and his deputies actively use the mansion of the Ministry of Foreign Affairs of the Russian Federation during official events (breakfasts, lunches, negotiations with foreign guests) (see Appendix No. 12).

Representative offices abroad often face difficulties in resolving such issues as the location of the reception and the number of guests, the day and time of the reception. The Ambassador naturally prefers to hold receptions at his residence or in the embassy building. Taking into account the legal status of the residence of the ambassador and the embassy, ​​guests coming to the ambassador in this case find themselves, as it were, on the territory of the state represented by the ambassador. If the reception is held outside the embassy, ​​then a restaurant with good cuisine and high service culture is selected. In this case, the national flags of the ambassador’s country and the host country, as well as portraits of the heads of both states, are often hung in the premises rented by the embassy. When choosing the type of reception, the traditions and customs of the host country are taken into account. Thus, in Russia, when receiving a foreign delegation headed by the head of state, government, or the Minister of Foreign Affairs, breakfast and lunch are organized on our part.

A reciprocal event on the part of the guest is not provided.

The practice of the diplomatic corps in Moscow when organizing receptions is varied. On the occasion of national holidays of their countries, the heads of diplomatic missions organize receptions such as “cocktail”, “a la buffet”, “glass of champagne”, “glass of wine”. As part of daily diplomatic activities, the embassy in Moscow is often invited to. breakfasts, lunches, film screenings, etc.

The same type of receptions are organized by Russian embassies in foreign countries.

When determining the date of admission, one should proceed from the following: that receptions are not organized on holidays and non-working days, and in Muslim countries - on the religious holiday of Ramadan. Receptions will not be held on days of national mourning, and previously scheduled appointments will be cancelled.

Compiling a list of invitees is one of the most important elements of the preparatory work. In addition to accompanying persons and members of the delegation, the ambassador of the guest's country and senior diplomatic staff of the embassy are invited to a reception in honor of a distinguished guest or foreign delegation on an official visit.

On the Russian side, the reception is attended by state leaders, ministers, and other officials who participated in the negotiations or are engaged in cooperation with the guest country in economic, scientific, technical, cultural and other areas. If the guest arrived with his wife, then the spouses of the officials participate at the reception on the Russian side. The total number of people invited to the reception is determined. The business need for contact with one or another invitee is taken into account. The size of the premises where the reception is held must correspond to the number of guests and service capabilities. Crowding during the reception should be avoided.

Leaders of the country, officials of departments and public organizations, representatives of cultural and scientific circles are invited to the reception hosted by the Embassy of the Russian Federation. If the reception is dedicated to an anniversary in bilateral relations, then an invitation to the diplomatic corps is not provided. Foreign diplomats attend receptions dedicated to national holidays of countries, as well as at representative events of embassies held in the course of their daily activities. The embassy should sometimes exercise particular caution when inviting representatives of opposition parties in some countries.

Even with the most careful study of the list, it cannot be avoided that some of the invitees will not be able to attend the reception for various reasons. This so-called “attrition rate” is taken into account when estimating admission costs.

Modern international protocol practice testifies to the desire of countries to make diplomatic receptions modest, avoid excessive pomp, limit or exclude the serving of alcoholic beverages, and refuse overly expensive dishes.

The menu at a diplomatic reception should have a national flavor. However, the tastes of the guests, their national and religious traditions are taken into account. You should think in advance about those who eat only vegetarian food or do not eat pork. Game is not served at the reception during the period of ban on hunting in the country.

At a reception at the embassy, ​​the ambassador's wife must ensure that national dishes are included in the menu. Whether it will be pies or pancakes, meat or fish prepared in a special way specific to a given country, or a dessert made from fruits for which the country is famous is a matter of taste and taking into account local conditions.

There is an international trend towards breakfast; lunches; "a la buffets" modest. Gone are the “Lucullus feasts,” when “wine flowed like a river, neighbor gave neighbor water.”

But at the same time, the organizers of the receptions strive to give them a national flavor. This is especially noticeable in China; Japan, countries of South and Southeast Asia.

Anyone who has visited China at least once, for example, will forever remember “Chinese cuisine”: “swallow’s nest soup”, “shark fins”, “fried bamboo”, etc. In the 50s, the writer Wanda Vasilevskaya visited China: She noted with humor: “In China they eat everything: everything that flies except airplanes, everything that crawls except a tank, everything that floats except a submarine.” And one can only respect the people who managed to so carefully preserve ancient traditions, and even if they “modernize” them, it will not be to the detriment of national characteristics.

And this is how Her Majesty Elizabeth II was treated; The Queen of the United Kingdom of Great Britain and Northern Ireland, and His Royal Highness Prince Philip, Duke of Edinburgh, in the Kremlin, in the Chamber of Facets, at a dinner given in honor of distinguished guests by the President of the Russian Federation B.N. Yeltsin and his wife October 18, 1994

All dishes must be tasty and beautifully served. At receptions it is customary to use good quality tableware: crystal, porcelain, silver. Fresh flowers on tables and in living rooms give the rooms a festive and cozy feel. Flowers are sometimes chosen to match the colors of the guest's flag.

On especially solemn occasions, at a reception in honor of the head of state, the anthems of the guest country and the host country are performed upon his entry into the hall. During such receptions, concerts are sometimes organized and the national music of the host country and the guest country is performed. At the end of the reception, the main guest, accompanied by the host, is the first to leave the reception. At this time the orchestra performs a solemn march.

In front of the building where the reception is taking place, a guard of honor is sometimes lined up to provide military honors upon the arrival and departure of the main guest.

Guests are invited to the reception by special written invitations. Invitation forms are printed in a typographical manner, and the name of the invitee, his position, and the type of reception, day, hour and location are indicated by hand. All of this information can be typed, but in the past this was considered less polite.

If a reception is organized on the occasion of the stay of a distinguished guest in the country, an anniversary, or a national holiday, then the invitations have the nature of special forms produced by printing.

When organizing receptions that include seating, you should find out in advance whether the guest will be able to accept the invitation. In this case, the letters RSVP (repondez, s"il vous plait - please reply) are placed in the lower right corner of the invitation form. The ambassador verbally agrees in advance with them on inviting the main distinguished guest to the reception - the president, prime minister, minister of foreign affairs. and only after receiving their consent sends an invitation. In this case, the letters RSVP are crossed out and “p.m.” is written instead. (pour memoire - for memory).

Invitations are usually sent one to two weeks before the reception. This allows us to hope that guests will be able to plan their time so as to be able to arrive at the reception. To send invitations, courier or courier is used; less often, invitations are sent by mail.

Having received an invitation, you should read it carefully. This will save you from mistakes and awkward situations in which a person may find himself who does not understand the invitation he received. Regardless of what language the invitation is written in, you should be completely clear about the following: who, for what occasion, where, when, dress code, whether a response to the invitation is required. The information clarified as a result of such analysis will help you make the right decision.

An invitation that contains the letters RSVP and is not crossed out must be responded to without delay. A delay in response, and especially its absence, is evidence of discourtesy. It is better to politely refuse in advance than. delay the answer. It is advisable to give a written response to an invitation with a “request to respond”, regardless of its nature - positive or negative.

The response is drawn up on behalf of those who received the invitation in a third person, without a signature. It will not be a mistake if the answer is given over the phone.

In some countries, there is a procedure according to which it is obligatory to send a written response (positive or negative) to an invitation to a reception hosted by the head of state.

An example of such an answer:

“Ambassador Extraordinary and Plenipotentiary of the Russian Federation and M.I. Petrova have the honor to confirm receipt of a kind invitation from Mr. President and Mrs. K. to lunch (or breakfast) on Tuesday, March 10, at eight o’clock in the evening, which they gladly accept.”

Sample negative answer:

“Extraordinary and Plenipotentiary Ambassador of the Russian Federation and M.I. Petrov, due to leaving on vacation in the coming days, unfortunately, will not be able to accept the kind invitation of the Ambassador Extraordinary and Plenipotentiary of Finland and his wife to breakfast on Friday, June 21 of this year.”

§ 17. Each guest has his own place

Seating principles. Some features

At receptions such as breakfast, lunch, dinner, guests are seated at the table in a strictly defined order. Seats at the table are divided into more and less honorable. The most honorable place is to the right of the hostess (at a reception with the participation of women) and to the right of the owner (at a men's reception). Next come the seats to the left of the hostess, to the left of the owner. As you move away from the hostess and owner, the places become less honorable. At a reception where only men are present, the main guest may be offered a seat at the table opposite the host. The main rule of seating: the most honored guests sit in the most honorable places. Deviation from this rule can be regarded as deliberate damage to the prestige of the guest and the prestige of the state he represents.

Difficulties with seating do not arise if, when compiling a list of invitees, the approximate seating arrangement at the table is also taken into account. Moreover, in addition to the indicated basic rule, it should be taken into account that at receptions with the participation of women, one should avoid seating a woman next to a woman, it is better to alternate between a man and a woman; spouses are not seated next to each other; It is indecent for a woman to sit at the end of the table. You should also consider allowing guests at the table to communicate without an interpreter. Otherwise, you will need to invite translators or entrust their functions to junior diplomatic staff of your embassy.

It is possible that drawing up such a preliminary seating arrangement will force changes to be made to the original list of invitees.

Seniority among diplomats is not difficult to determine. The reference point for this is diplomatic ranks. Seniority among diplomats of the same rank is determined by time spent in the country. It is more difficult to determine seniority among political and public figures, representatives of business circles, and the press. The protocol department of the host country can help dispel any doubts that arise. This will prevent errors in seating arrangements.

It should also be remembered that the spouse is given the seniority of the spouse. This rule helps to ensure correct seating at a reception where women are present, or at an all-female reception.

At mixed receptions, if the host of the reception does not have a spouse, he can offer a seat at the table opposite himself to the senior guest or the wife of the senior diplomat of his embassy. In protocol practice, interpreters most often sit at a table.

As responses from invitees are received, the seating arrangement will be updated.

On the day of the reception or the day before, a general list of participants for breakfast, lunch, dinner is drawn up - foreign guests and from the embassy in order of protocol seniority.

Diplomatic protocol has developed a technique for designating seats at the table. Placement and cover cards are printed - small white rectangles made of thick paper with the names of all reception participants handwritten or typed.

In the hall where guests gather and where. drinks are served (or before entering the hall), a seating plan is displayed on a small table.

Strictly in accordance with the plan, each place at the table is indicated by a couvert card. Those invited to the reception get acquainted with the seating plan, find their place, and check the names of their neighbors on the right and left. If the situation and time allow, get acquainted first, since it is less convenient to do this at the table.

At receptions with a large number of guests, special cards are used indicating the place at the table.

The seating arrangement at a diplomatic reception today, although it does not cause violent discontent as it did in the past, still requires a lot of attention, because it can lead to complications in personal contacts. Sometimes you even have to take into account such “little things” as the sociability of individual guests, their compatibility, and other personal qualities. Proper seating is one of the components of a successful reception.

Having familiarized himself with the seating plan, the guest quickly finds his place at the table, indicated by a cover card. Having entered the hall, those invited stand and wait until the hostess approaches her place and invites everyone to sit down. The men help the ladies by moving their chair back a little. The waiters begin serving food to the main guest and the guest. Last of all, they approach the hostess and owner. Etiquette suggests that guests do not start eating until the waiter offers the dish to the hostess, and she gives a “signal”: you can start.

The seating charts shown in the seating charts at different tables are used in both Russian and international practice.

In particular, in Russia, during an official visit of the head of state (government), breakfast (lunch) is held in the Faceted Chamber of the Grand Kremlin Palace. Depending on the number of participants, one or another type of table is selected.

In February 1997, the diplomatic corps in Moscow was notified of the introduction of additions to the main provisions of the state protocol practice of the Russian Federation. The concept of “state visit” was introduced as the highest category of visits to Russia by heads of foreign states.

In this case, the reception is held in the St. George Hall of the Kremlin. A table seating chart has been developed (attached).

DINNER IN HONOR OF THE MINISTER OF FOREIGN AFFAIRS

Attending the lunch are:

The most common seating plans are:

1. Only men are present, the host offers the main guest a seat at the table opposite him:

2. Reception with women, the host and hostess take places at the ends of the table:

This form of seating is often used in cases where ambassadors and chargés d'affaires with their spouses are present at the reception. This makes it much easier to seat guests.

3. Reception with women, U-shaped table, host and hostess sitting opposite each other:

4. At a U-shaped table, the hostess and the owner sit side by side.

In diplomatic practice, a round table is often used. The principles of seating at such a table are the same as at a rectangular one. A round table is convenient when the position of the reception participants is more or less the same.

§ 18. “...Dishes were brought to guests according to rank”

Not only theater begins with a hanger. Exchange of speeches. If you are correct... About clothing at diplomatic receptions

The reception will be successful if the scheme for its implementation is thought out in advance. They say that “theater begins with a coat rack.” The same can be said about a diplomatic reception. But, not forgetting about the hanger, the ambassador should, if many guests are expected, worry first of all about notifying the militia (police) through the diplomatic protocol of the host country about the arrival of a large number of cars and the need to ensure their parking.

The reception layout or plan should include a place where the hostess and host greet the guests. One of the employees must be assigned to escort guests to the halls. Other diplomats and their spouses must deal with them.

At a reception on the occasion of a national holiday or other important date, the ambassador awaits the arrival of the guest of honor, meets him, and escorts him to the main hall to the table. This serves as a signal to everyone else that the official, ceremonial part of the reception has begun.

If a reception is being held for some special occasion and the ambassador is expected to make a toast, the embassy will inform the Ministry of Foreign Affairs of the host country about this in advance if it expects a return speech. It's a different matter when the government of a country organizes a reception in honor of a distinguished foreign guest. At this type of reception (breakfast, lunch, buffet reception), the program of the guest’s stay in the country provides for the exchange of speeches. The text of the distinguished guest’s speech is translated in advance into the language of the host country, and the response speech is translated into the language of the guest’s country. In this case, there is no need for oral translation.

Toasts are also provided at receptions such as breakfast, lunch, and dinner. This is usually done at the end of the reception when champagne is served.

The text of the toast can be prepared in advance in writing and read out. Often the host makes a toast without written text, but this does not mean that the text was not prepared in advance. Russian diplomatic protocol allows for a toast to be made at the beginning of a reception (breakfast, lunch, dinner).

Diplomatic receptions provide a good opportunity for their participants to conduct conversations on various issues, and at receptions without seating ("cocktail", "a la buffet", etc.) conversations with a large circle of interlocutors are possible.

At breakfast (lunch, dinner), the hostess and the host, paying the main attention to the main guest and his wife, nevertheless strive to involve all the guests in the conversation. Therefore, at the table, as a rule, they talk about events that may be of interest to all guests: news of literature, art, cinema, painting, or some special press report that has aroused interest throughout the world. Guests try to avoid talking at the table about controversial issues and issues that, for various reasons, may be unpleasant for any of the guests.

At small receptions with the ambassador over coffee (tea) in the living room, where, as they say, men and women form separate groups, an exchange of opinions on important political issues is not excluded. The reception is often used by the host to carry out instructions from his government and convey information to the official representative of the host country. A guest can also use such an occasion to inform the ambassador on some important issue and ask his opinion. Therefore, when preparing a reception, it is important to think carefully about the plan of conversations, with whom and what to talk, to whom and what to say.

A well-prepared and well-thought-out reception can be overshadowed by unqualified service. Experienced head waiters and waiters are involved in servicing the reception. Without prompting, they must know when, what and how to serve, what and when to remove, who to start serving dishes with and who to finish with, how to behave when making toasts. In short, they must ensure that the reception runs flawlessly from start to finish.

Diplomatic etiquette as a norm of behavior for a diplomat has specific features. A diplomat's behavior is used to judge the country he represents. By improper behavior, a diplomat can damage the prestige of his state.

The rule has become a truism that a diplomat, “while abroad, should not try to impose his customs and manners, but must respect the customs of the host country. There is no greater bad manners than a rash judgment or criticism of something that may seem at first glance unusual or unusual.

And although diplomatic etiquette inevitably reflects the social and moral foundations of the society of which a given diplomat is a representative, as a result of many years of communication between diplomats from different countries, general rules of good manners have developed in etiquette.

The first commandment of a diplomat is accuracy. The diplomat will arrive on time for the reception and will stay at the reception no longer than required by the rules of decency. It is considered rude to show up at a reception a few minutes before it ends. It is better to arrive at the beginning of the reception and then leave, after apologizing to the hostess and host. A guest leaving a reception 15-20 minutes after arriving without announcing the reasons may be regarded as an unfriendly demonstration.

There can be no question of being late if there is an invitation to a reception with seating arrangements (breakfast, lunch, dinner). Guests for this kind of reception arrive within 3-5 minutes and after a short pause, used for mutual greetings and introductions, are invited to the table. If, nevertheless, circumstances forced the guest to be a little late and he arrives when the dinner reception has begun, he should approach the hostess and host, explain, without going into detail, the reason for his lateness, greet them, bow to those present and take the place assigned to him.

The first to arrive at the reception are junior employees, then senior ones; the ambassador, as it were, brings up the rear in the arrival of his employees. Leaving the reception is carried out in the reverse order: first the older ones, then the younger ones. Guests should not all leave at once; it is better to disperse gradually. The guests disperse in such a way that by the end of the reception indicated in the invitation, the last of those present say goodbye to the host and hostess.

It is not recommended to stay late at appointments, as delaying the appointment becomes burdensome for the hosts. When arriving at or leaving a reception, it is not necessary to shake hands with everyone present. You need to greet (or say goodbye) hands with the owner and hostess, and the rest can only bow.

As a sign of special respect for the guest at evening receptions (lunch, dinner), the dress code may be indicated in the invitation. In this case, in the lower right corner it may be written “Black tie” - “black tie”, which means a tuxedo-type suit, less often “White tie” - “white tie”, that is, a tailcoat. In countries with a hot climate, on special occasions, guests come in festive clothes of the national style.

But the invitations to a reception hosted by Indian Prime Minister Indira Gandhi in 1976 said: “Come in suits.” Explaining, the protocol representative of the Indian Ministry of Foreign Affairs noted that some guests from the Indian side could appear at the reception in untucked shirts with short sleeves.

The appearance and manners of a guest, his ability to behave correctly at the table at breakfast, lunch, dinner, as well as at other types of receptions, is one of the important elements of etiquette that should not be neglected.

ABOUT CLOTHING AT DIPLOMATIC RECEPTIONS HELD IN THE RF

1. For men

Costume. For breakfast, “tea”, “cocktail”, as well as for other receptions starting before 20.00 hours, you can wear a suit of any color, unless these receptions are held on the occasion of a national holiday or in honor of (or on behalf of) the head of state, head of state government or the Minister of Foreign Affairs on an official occasion.

It is understood that a suit of any color will not be a suit of a bright tone.

For receptions held on the occasion of a national holiday or in honor of (or on behalf of) the head of state, head of government or minister of foreign affairs on an official occasion, as well as for receptions starting at 20.00 hours or later, it is recommended to wear a black suit or, as a last resort, , dark-colored suit (dark blue, dark gray, dark brown).

The suit should always be carefully ironed. It is preferable to wear a fresh suit.

The occasions when a tuxedo should be worn are specifically indicated on the invitation. So, at a dinner with Queen Elizabeth II of Great Britain, President of the Russian Federation V.V. Putin put on a tailcoat for the first time.

Shirt and tie. For all types of receptions, it is recommended to wear a white shirt with a starched or soft collar and any tie (but not a bright color). It is not recommended to wear colored shirts, especially knitted ones, or black ties. A black tie is worn only as a sign of mourning.

Shoes. It is recommended to wear black low shoes or boots. In the summer, you can wear colored shoes with a non-dark suit, but not sandals or sandals. Patent leather shoes are worn only with a tuxedo (and tailcoat).

Shoes must be thoroughly polished.

Socks. Must match the shoes.

Hat. Depending on the time of year, it is recommended to wear a hat: a light color in spring and summer, a dark (but not necessarily black) tone in autumn and winter. It is preferable to wear a hat in the same tone as the color of your coat or suit. It is not recommended to wear a black hat with a coat or suit of a different (non-dark) color. It is advisable that the hat be made of felt and not velor.

2. For women

For breakfast, tea, cocktails, as well as for other receptions starting before 20.00, it is recommended to wear a short dress, dress-suit or suit.

For receptions held before 20.00 on the occasion of a national holiday or in honor of (or on behalf of) the head of state, head of government or minister of foreign affairs on an official occasion, it is recommended to wear more elegant dresses, dress-suits of regular length.

Evening dresses are worn for dinners and receptions starting at 8:00 pm or later. They come in two types: semi-long, its length does not reach the floor by 15-20 cm, and long, reaching the floor. Recently, semi-long dresses have been worn more often at evening receptions.

Hat. For receptions starting before 20.00, it is recommended to wear a small hat made of felt, feathers, velvet or other material. At such receptions the hat does not come off.

At evening receptions (after 20.00) a hat is not worn.

Shoes. For receptions starting before 20.00, shoes with any comfortable heels are worn. Light high-heeled shoes made of suede, brocade, gold or silver leather, etc. are worn with an evening dress.

Gloves and bags. You can wear silk, lace and other gloves with an evening dress; Moreover, the shorter the sleeve of the dress, the longer the gloves; and vice versa. If the sleeves of the evening dress are long, gloves are not worn. The handbag should be small in size, made of beads, brocade, etc.

Clothing material. To sew clothes for receptions starting before 20.00, you can use wool, silk, crepes and other types of fabric; for evening dresses - silk, taffeta, crepe, moire, organdy and other types of fabrics.

A little more about women's clothing in society

A woman enjoys greater freedom in choosing the style of clothing, material and color of fabric than a man, whose clothes in most cases are of a uniform cut.

This provides a woman with greater opportunities to choose clothing styles and designs that best suit her individual tastes and suit the characteristics of her figure. At the same time, you need to remember that a good style of clothing should emphasize the appropriate beauty of shapes and correct existing figure flaws. This consideration must also be taken into account when imitating new fashion, when in search of modern forms of clothing they often resort to ugly and overly elaborate designs. It should be borne in mind that everything elegant in most cases is simple.

In diplomatic society, some traditions regarding women's clothing have been preserved, which must be respected. In particular, it is customary for women to wear an evening dress, more elegant than their usual everyday dress, to formal receptions, dinners, and in some cases to attend the theater. Evening dresses are made more open and usually have a longer skirt length, giving a slimmer figure.

The basic rule that must be followed when choosing clothing is that it matches the time and setting. Therefore, for example, it is not customary to receive guests or go on a visit in any luxurious, elegant dress during the daytime; For this, it is quite enough to have a simple elegant dress or suit.

A typical daytime reception dress is a short dress of a simple, formal style, closed or with a small neckline and 3/4 or full length sleeves. The material of the dress can be of any color, smooth or with flowers. In summer, light colors of the material are preferred, in autumn and winter - darker ones. For warm climates, dresses with large necklines and short sleeves are acceptable.

To decorate the dress, it is permissible to use collars, cuffs and lace frills.

On regular dresses during the daytime (from 13.00 to 20.00). It is not customary to wear a large amount of gold jewelry. As a last resort, you need to wear one or two modest gold items (a brooch, a hairpin) if they go with the dress.

There is an opinion among etiquette experts who believe that a woman should not put on jewelry before 6 pm.

The general considerations that usually guide the choice of the style of a casual dress and the material for it are a modest, strict and comfortable appearance of the dress, given that it is used during the daytime, when usually all people are busy with work.

This dress is paired with comfortable shoes with any heel, a hat that matches the style of the dress and the season, as well as gloves - cloth or kid.

The color of shoes, gloves and handbags should be in harmony with each other and with the dress.

A day dress made of good quality material (silk, wool, etc.) is suitable for receptions both during the day from 13.00, and for “cocktails” and “a la buffet” receptions from 17.00 to 20.00.

A suit is a type of women's clothing and consists of a jacket, a skirt made of the same material and a blouse. For a jacket and skirt, smooth or striped materials are usually used. The color and quality of the material must correspond to the time of year: in summer, lighter materials in light colors are usually used, in autumn and winter, dense materials in dark colors are used. Any shoes can be worn, but they are elegant.

For receptions, a hat or cap with matching trim is always worn with a costume.

The suit is women's clothing for visits and receptions from 13.00 and from 17.00 to 20.00; The costume is especially suitable for outdoor receptions.

An evening dress, depending on the nature and solemnity of the reception, is made elegant, from relatively expensive materials.

A characteristic feature of an evening dress is a long skirt. The category of evening dresses can also include the so-called ball gown, with a large neckline and short sleeves. At official diplomatic receptions it is customary to wear an evening dress of a more formal cut made of good material. The dress can be made from calf, lace, crepe, etc. The choice of material density depends on the time of year and climatic conditions; style. For an evening dress, it is advisable to wear gloves of longer or shorter length, depending on the style of the sleeve of the dress. The color of the gloves should be in harmony with the color of the dress. Gloves are not required for a dress with long sleeves.

High-heeled shoes are worn with an evening dress. Older women can wear low-heeled shoes.

Evening shoes have a special shape. Regular shoes cannot be worn under an evening dress. Evening shoes can be made of thick silk (black and light), brocade and colored leather. The handbag for an evening dress should be small. It can be made of silk of any color, gold or silver leather, and embroidered with beads.

For formal receptions, it is customary to make an evening dress more elegant, using various types of lace, tulle or silk trims. Gold and jewelry are appropriate with an evening dress, while maintaining a sense of proportion and good taste. Young women can wear evening dresses in lighter colors, with a large neckline and short sleeves.

Evening dress is worn for diplomatic receptions starting at 20.00 or later.

A new fashion has now been introduced and is enjoying success. Instead of an evening dress, they wear a semi-long one, or, as is commonly called, a “dress (length) 3/4.” The length of this dress does not reach the floor by 15-20 cm.

This dress is suitable for theaters, balls, buffet receptions, dances, outdoor receptions, etc.

This dress is made from the same materials from which the evening dress is made. The same decorations are added as for the evening one. The rules for wearing them are the same. Sometimes you can wear regular shoes with this dress if they match the color and style.

How in some states they strictly monitor the dress code can be seen from the attached document received from the USSR Embassy in Burundi.

(Translated from French)

Copy of Ref. No. 118

Embassy of the USSR in the Republic of Burundi

Ministerial decree prohibiting indecent clothing that offends morals

Bujumbura, January 28. – As we know, the Minister of the Interior has issued a decree that will henceforth regulate the dress code in Burundi.

Having regard to Law No. 1/6 of December 19, 1966 on the organization of state and administrative power;

taking into account Article 176 of the 6th Chapter of the 2nd Book of the Criminal Code;

Considering that the attention of the public has been drawn to certain extravagant fashions which are imported from abroad and which are a public offense to morality;

Whereas the State is obliged to protect public morals by enforcing respect for the traditional modesty that has always been a credit to the Burundians and has been their characteristic feature;

Considering that indecent hairstyles, especially wigs, provocative and indecent clothing such as miniskirts and mini-dresses, are in clear contradiction with the traditional modesty and purity of Burundian morals;

The Minister decides:

Article 1. Prohibit the wearing of wigs, miniskirts, minidresses and any other extravagant clothing.

Article 2. Any violation of the provisions of this decree shall entail criminal liability ranging from 8 days to 3 years in prison and a fine ranging from 25 to 1000 francs or only one type of penalty.

Article 3. This decree does not prohibit the wearing of sportswear in places designated for these purposes.

Article 4. This decree comes into force from the moment it is signed.

Drawing of the State Emblem of the Russian Federation

Sample credentials

Uniform of 1st class officials (chancellor, actual privy councilor of 1st class) model 1834

Form of ranks IV class (state councilor):
semi-caftan model 1834

Uniform of servants of the Russian Foreign Office, model 1834

Courier uniform

Uniform of Consuls General, Model 1834

Uniform coat of the ranks of the consular service in Europe, model 1834

Uniform of 2nd class officials (actual privy councilor) model 1834

Sample dress uniform of the Swedish Minister of Foreign Affairs or Envoy

Court dress of spouses of ambassadors and envoys

CLOTHES OF A SOVIET UNION DIPLOMAT

Presidential invitation card
Russian Federation B.N. Yeltsin

Kremlin. St. George's Hall. Seating plan for the occasion
Victory Day

Your place at the table

Sample invitation card

Business card samples

Business card samples

Apparently, you cannot deny a foreigner a sense of humor when making his business card (reverse side)

Lunch at the Kremlin's Faceted Chamber in honor of US President Ronald Reagan (May 1988)

§ 19. More about etiquette

If Peter I “cut a window to Europe,” then we have now opened all our doors wide. An increasing number of people are being drawn into direct communication with foreigners – both in our country and abroad. Naturally, you want to appear before your partners in the best possible way, and not let the country you represent down. But how many different misunderstandings, and sometimes scandalous situations arise due to ignorance of basic norms of behavior! The purpose of this chapter, based on my own observations, is to give some tips on how to behave in society, what you can and should not do, so as not to embarrass yourself.

A little history

Etiquette (French etiquette - label, label) is a set of rules of behavior, including manners, clothing, forms of greetings and addresses, in other words, everything that is associated with the external manifestation of attitude towards people.

Of course, these are precisely external forms of behavior, and they still do not say anything about the inner, spiritual content of a person. He can adhere to various political, moral, religious principles. But following etiquette, the rules of which are always both specific and universal, involuntarily brings even the most different people together. It is clear that these rules are not eternal: changing eras naturally make their own adjustments to them.

It all starts with getting to know each other

In modern society, the dating ritual is, of course, not as complicated as it was in ancient times. However, here too there are certain rules that should be followed. Here are some of them.

Before going on a visit, to a reception, to a theater, to an exhibition, you should at least get a general idea of ​​the society in which you will be. If we are talking about a meeting with one specific person, then it is useful to have some information about him.

The general rule is that when meeting, the younger one greets the older one first, and the man greets the woman first. But if you enter a room where several people have gathered, then you are the first to greet those present, regardless of your gender. The one leaving is the first to say goodbye to those remaining.

Upon entering, you should first of all greet the hostess, the owner of the house, and then everyone else. When greeting a man, you should be the first to shake hands with him, but with a woman you can limit yourself to a bow, unless, of course, she herself shakes hands. In this case, should you shake the woman’s hand or kiss her? The latter, it seems, is beginning to timidly revive, and not only in the diplomatic world. Having at one time proclaimed this a bourgeois relic, we are gradually returning to the idea that a woman still needs to be shown special signs of attention. And now you see more and more men who do not hesitate to kiss a woman’s hand (of course, in cases where it is appropriate). But even here you need to know when to stop.

When in public, a man always stands up (except for the very elderly) when a woman approaches him. She, in turn, when greeting a man, continues to sit, but stands up if there is another woman in front of her. The hostess of the house always gets up when greeting guests. And if, after greeting the guest, she continues to stand, then the man should not sit down.

Well, who says hello first if they are of equal age, have the same official and social position? Apparently everyone knows the answer; it is often cited in the press: the one who is more educated and polite is the first to say hello. Another thing is known: not to shake an outstretched hand means to offend a person, to insult him.

When greeting men, if they have gloves on their hands, they take them off; women do not do this.

It often happens that you need to meet someone, but there is no one to introduce you to. This can be fixed. You approach the person you are interested in, identify yourself (name, position and organization you represent) and say that you want to establish and maintain contact. If you have a business card, it is appropriate to hand it to your interlocutor. In this case, you can count on a similar answer.

And a few more details.

You have a hat on your head. When greeting this or that person, it is a good idea to slightly raise it. This does not apply to berets or sports caps.

When greeting, they take their hand out of their pocket and, of course, a cigarette from their mouth.

When shaking hands, especially with a woman, you should not shake your hand until it hurts, but you should not relax it to a jelly-like state.

Finally, one “little thing”: when saying hello, don’t be shy to smile a little. In addition to the fact that a smile always decorates a person, it also attracts your interlocutor.

How to contact each other?

Until recently, we often perceived the world around us in a primitive two-dimensional dimension. One part of humanity was considered as “comrades”, the other as “masters”. But now the address “gentlemen” has appeared among us. Our vocabulary includes the words “your eminence”, “your holiness”, “your majesty” and other forgotten addresses that sound from the television screen, are used at official meetings, in private conversations.

But, naturally, turning to another person takes on special significance when one of us ends up abroad. After all, you can easily make a mistake here. Difficulties sometimes arise due to language inconsistencies. Some forms of address accepted abroad sound too pretentious from the point of view of the Russian language, which leads to various incidents.

In general, when coming into contact with a foreigner, it is most reliable to address him by his last name, for example, “Mr. Wilson.” Familiarity should not be allowed, and if two Americans nearby call each other “Bob”, “Pete”, this does not mean that you should do the same.

When addressing officials with state status or military, diplomatic, or religious rank, as a rule, they do not mention their name. They say: “Mr. President”, “Mr. Prime Minister”, “Mr. General” (without naming the full rank, say, “Major General”, “Lieutenant General”, etc.). If you have a scientist in front of you, then it is appropriate to simply say “Dr. Watson”, “Professor Keller”. Etiquette also provides for such a remarkable detail: when addressing an official, he is usually “promoted” a little in his position. Thus, a deputy minister is called “Mr. Minister,” a lieutenant colonel is called “Mr. Colonel,” and an envoy is called “Mr. Ambassador.”

It is preferable to address a woman by her husband's last name: "Mrs. Hart." In difficult to pronounce and complex names, you can do without this by using the international form “madame”.

You should be especially careful when addressing men and women in countries where titles of nobility are preserved, which are mandatory when speaking with a particular person. You can still find a lot of details on this in the foreign literature on etiquette.

Appearance

“They accept you based on your clothes, you see them off based on your intelligence.” Someone may note that this expression is as old as time. However, it is still relevant. When preparing for this or that meeting, it is very important to think about your clothes, about your appearance in general. After all, even now you can often meet a visitor who, in the summer heat, is dressed in a black suit, a white shirt with a tight starched collar. But there is also another extreme: jeans that are not the first freshness, boots that have not seen brushes or shoe polish, a shirt (sweater, jacket) of an indeterminate color.

It must be remembered that a suit is a kind of business card for you and the institution you represent. This is especially important when attending official events: diplomatic and parliamentary receptions, congresses, symposiums, etc.

At receptions and meetings taking place in the first half of the day, preference is given to light colors in clothing (of course, taking into account the time of year and weather), in the second half - darker ones. Other components are selected accordingly: shirt, tie, shoes, jewelry for women. Naturally, everything must be immaculately fresh; a clean, ironed handkerchief is a must. Do not overuse perfumes, colognes, or deodorants. Measures are necessary here too. In addition, it should be remembered that fashion is individual. And that means you shouldn’t mindlessly imitate the cut of someone else’s suit, dress, or color of material. The main thing is to find your style. After all, you can spend a lot of money and be dressed very poorly. At the same time, many people manage to look elegant at minimal cost. By the way, this will also be facilitated by the ability to hold yourself correctly, walk straight without slouching, sit in the same way, and take care of your hands. You shouldn’t raise your head too high so as not to appear arrogant, but also don’t lower it, looking from under your brows. It is considered indecent to throw your nose over your foot while sitting, even if the shoes are quite up to par.

It may seem that such rules are acceptable mainly for those traveling abroad on business trips; as part of various delegations and thus protects the prestige of his country. But wouldn’t it be useful for us, in our ordinary dealings with each other, and even more so at official and informal meetings taking place “at home,” to also adhere to such essentially simple requirements? I think the answer is clear.

The conversation was discussed above, but in this case we are interested in the etiquette of the conversation, that is, how to behave, when to come to a meeting, where to seat the guest.

Accuracy is of great importance. It has long ceased to be “the courtesy of kings,” as they once said. Everyone needs accuracy; it helps create a good business atmosphere. And here even such a seemingly trifle is important. Let's say the meeting is scheduled for 11:00. The interlocutor must calculate everything so that by this time he will be at the door of the office itself, and not drive up to the building. Indeed, in the second case, being late, although small, is still inevitable, and this will be perceived as disrespect for the partner.

The recipient is also required to be punctual. There are still a lot of people who believe that by making someone wait in the reception area, they give themselves importance. Deep misconception! If some unforeseen delays arise, and it is too late to warn the visitor, then, after apologizing, you should do everything to brighten up his wait for the reception. You can, for example, offer the latest newspapers and magazines.

A business conversation is not a one-man show. The interlocutors participate in it on equal terms.

The conversation sometimes gets quite heated. The question arises: to argue or not, and if so, to what extent? Dispute is possible, and sometimes even necessary. It is not without reason that they say that truth is born in disputes. But you can’t argue over trifles or allow personal attacks.

Questions often arise: what is the best way to greet a guest, where to seat them, what to treat them to? If possible, you should offer him a seat on the sofa, and sit down so that he is on your right hand (in any seating arrangement, the right side is preferable to the left). But sometimes the interlocutors are located at the table opposite each other. At the same time, however, it is considered impolite to remain at your workplace; it is better to sit next to you on the side.

| | | | | | | | | | | | | | |

Remember Winnie the Pooh's song: “Whoever comes to visit in the morning acts wisely!”? Is this really true?

How often do we worry about how to properly receive guests, what to serve, how to serve, what to talk about, how to please. There is a feeling of restlessness, anxiety, and if it is not dealt with correctly, our time will only bring fatigue. In life, we don’t always succeed in being good hosts, just as we don’t always succeed in being good guests.

We have prepared for you several simple rules on how to show hospitality in the best possible way:

Test yourself: how many of the 15 did you already know?

1. When inviting guests, warn them about what awaits them for dinner/lunch; perhaps they will have a light snack or tea/coffee with pie. Guests should have at least a general understanding of the menu. In this case, expectations will not be unjustified. If you haven't done this before, start! Do it beautifully!

2. When determining the number of guests, take into account your capabilities. If you don't have the budget or conditions to host a large number, invite fewer people!

3. The first half hour is the most troublesome for you, so it’s better to finish your preparations half an hour before the first doorbell rings.

4. To avoid fuss, take care of your good mood. There is no need to be afraid of people's opinions, you need to love them. Shift your focus completely from yourself to them!

5. Naturalness and ease are a platform for a good time. Don't wear masks, don't try to play a role, the best you can do is be yourself!

6. For those who come for the first time, show the restroom, a place where you can wash your hands, a mirror, the kitchen - to avoid awkward moments of embarrassment.

7. Give equal attention to everyone. Everyone should feel welcome.

8. It happens that someone is late. Then the arrival of a new person must be introduced to others. Men should stand up if a woman is late)))

9. When guests arrive, the rule of good manners is to turn off the TV and radio and give them your full attention.

10. The housewife should not constantly be in the kitchen, talking on the phone or washing dishes. When serving food, try to keep the conversation short in the dining room.

11. It is bad form to brag or force guests to admire your successes, purchases, let the information be diplomatic if you have something to recommend to others.

12. Saying goodbye, go out into the hallway. Thank you for your visit. Both owners (husband/wife) must meet and only after the meeting can the hostess go to the kitchen.

13. It is not proper to leave a guest alone for a long time. Distribute roles among household members to ensure uninterrupted attention.

14. If during a conversation a new guest enters, the hosts are obliged to bring them up to date.

15. Don't talk too loudly, with your mouth full and across the table. Change utensils periodically and serve dishes to shy guests.

And remember the main thing in hospitality there are no hard and fast rules, the main thing is your sincerity, joy and desire to serve those who are dear to you!

Etiquette is the 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. 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 specific 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.
• 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 should 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 standards 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 staff judges the establishment as a whole.
• 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.

Office etiquette, as already mentioned, is a system of interpersonal relations in the work team, the relationships of employees with each other, the manager with 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) 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, respectful attitude towards 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.

There are probably people among your friends who know how to warmly welcome guests. The doors of their living room are always open for relatives, friends and colleagues, and the atmosphere is so cozy that you don’t want to return home.
If you decide to organize an unforgettable celebration in pleasant company and want to leave a pleasant impression on your guests, it’s not enough to take care of delicious dishes and table settings. You need to carefully prepare, master the etiquette of hospitality and find out what an ideal host should be like.

Getting ready in advance

The first thing you should decide on right away is to choose a good day of the week for the celebration. Saturday is best suited for this, then on Sunday you will have time to clean the house and also relax. In the case where a joint breakfast is planned, the ideal time period is from 10 to 12 o'clock, lunch from 14 to 19 o'clock, and dinner from 18 to 22 o'clock.

Warn your neighbors about the upcoming event. This step will further prevent their dissatisfaction with the noisy feast.

Make a list of all welcome guests in advance. If the upcoming dinner is dedicated to a special event or meeting with important people, consider having each of them receive a card with an official invitation to visit at least a week in advance. For friends and family, a personal invitation expressed verbally, for example, by telephone, is sufficient.

Before guests arrive, create a cozy atmosphere. Plan everything down to the smallest detail:

• put your house in perfect order;
• take care of the comfortable placement of guests: who will sit and where;
• Prepare a place in advance for outerwear and shoes of guests so that other people's belongings are clean and safe;
• think over a detailed menu;
• prepare an entertainment program, background music, and festive lighting.

Remember that you need to get everything done at the appointed time. Family members should look neat and radiate positivity.

Greetings and introductions

Knowing how to greet guests correctly, you will feel at ease and at ease.

1. When opening the doors, smile at everyone who enters - these are the laws of hospitality.
2. Pay attention to everyone: help them take off their outerwear and shoes, offer them slippers and show them how to get to the living room, toilet or bathroom.
3. Don’t forget to thank for the gifts, and it’s better to open, examine and appreciate them after receiving guests.
4. It is customary to immediately place flowers in a vase with water; treats and drinks can be placed on the festive table.
5. One of the main tasks of a good host is to create a friendly atmosphere between guests and each other, if they are strangers. Etiquette requires that younger people be introduced to elders, and men to women. When introducing a guest to the assembled company, you need to clearly pronounce his name, surname, patronymic, without making mistakes. Other additional information may be added as long as it is relevant, of public interest and truthful. People get great pleasure if they name their profession, which they are proud of, mention their merits or degree of relationship.

Communication with guests

Engaging in society, regulating relationships, keeping the conversation in a positive direction are responsibilities assigned exclusively to the owners. To avoid having to drag bored people into the conversation, or, conversely, to calm down heated debaters, seat the invitees next to each other, taking into account their relationships, interests, temperament and age category.

If the festive mood is overshadowed by some troubles, you need to try so that no one notices. Unpleasant and uninteresting topics, health complaints, discussion of someone’s problems are strictly prohibited.

In the presence of gathered friends, relatives and colleagues, the owners of the house should behave as simply and naturally as possible, communicating with everyone on equal terms.

The rules of hospitality require not only to feed everyone who enters the house, but also to entertain. Therefore, after the treat, have a small musical party with dancing and singing, hold interesting competitions, tests, quizzes, and games.

Invitation to the table

Long before the meal, you need to make sure that the table setting is completely completed before the guests arrive, and each of them is provided with a special linen napkin to protect their clothes and hands. You shouldn’t delay the start of the event; waiting tires people, but you shouldn’t rush, so as not to embarrass those who are late and to avoid negative emotions. According to guest etiquette, guests must arrive within 20-30 minutes.

After everyone has gathered, the head of the house invites everyone to the table. He can serve dishes himself and help serve guests if necessary. His task is to unobtrusively offer a variety of foods and drinks, as well as discreetly collect empty utensils. The elders or those whose plates are empty should be treated to food first.

How to entertain guests

Hospitality etiquette requires preparing a rich entertainment program. Its content depends on many factors, we will mention just a few:

• who the guests are in relation to the hosts;
• age, nationality, gender of the majority of those invited;
• what event is this meeting dedicated to?

For example, in a situation where the invitees are colleagues, the celebration scenario may have a professional slant.

With your family and close friends, you can arrange an evening of pleasant memories, look at photos together, demonstrate the successes and talents of children, tell jokes or incidents from life, sing karaoke, dance, play musical instruments.

When planning various competitions, competitions, quizzes, prepare funny, amazing prizes for the winners. Don’t forget to record the most interesting moments, and for this you can organize professional photo and video shooting, or ask close friends.

It's time to leave

The ceremony of parting with the guests is an equally significant part of the event. It seems simple, but in fact it also has its own characteristics and requires tact. Sometimes, for example, when an overstaying company is in no hurry to leave, you can say a farewell toast with wishes, politely thanking for the visit and the honor.

Rude hints that it’s too late are unacceptable to everyone, even if they are presented in the form of a joke. It is considered bad form to nervously glance at your watch, demonstratively start cleaning, or wash the dishes. This behavior is contrary to the laws of hospitality. Ideally, it is better to write down time limits in advance on the invitation cards - the beginning of the formal meal and the end.

When the party subsides, escort those who are about to leave to the door and help them get dressed. If time and opportunity permit, organize transportation to the homes of those who arrived on foot or stayed late. Remember that farewell is the final touch of a special event, which determines what impressions your guests will have later.