Professional etiquette of a service and tourism worker

1.

Professional etiquette of a service and
tourism worker

2.

Definition of
professional etiquette
Professional etiquette is about presenting
yourself with brilliance and profitability that
shows you can be trusted and taken seriously.
A professional approach assumes that you are
comfortable with people and they are
comfortable with you.

3.

Basic principles of
professional etiquette
Use first and middle names
when referring to coworkers and clients (if this
is common in your culture).
Be polite in speech and
behavior.
Respect other people's
opinions, even if you don't
agree with them.
Avoid rudeness,
disparaging remarks and
insults.
Perform your duties with high
quality.
Be responsible and reliable.
Maintain confidentiality of
information.
Accept constructive criticism.
Do not engage in activities that
may compromise your reputation.
Speak clearly, clearly
and confidently.
Actively listen to your
interlocutor.
Avoid gossip and
negative remarks.
tick to business
correspondence.

4.

Telephone conversation
and correspondence
etiquette
Telephone conversion is the
process of telephonically
transferring a conversation
into a specific action, such as
purchasing, booking, or
scheduling an appointment.
This is an important part of the
job for many service and
tourism professionals.
Basic principles of telephone conversion:
Greeting and establishing contact:
Introduce yourself and name your company.
Specify how to contact the client.
Make sure you have enough customer
information
Active listening:
• Listen carefully to the client.
• Ask questions to better understand his needs.
• Paraphrase key points to demonstrate your
focus.

5.

Examples of violation of
professional etiquette
Disrespect for clients:
• Rudeness and neglect:
Respond to the client rudely,
sarcastically, or ignore his
questions or requests.
• Incompetence: Incorrectly
give information, do not have
information about
products/services, do not know
how to solve customer
problems.
• Unprofessional appearance:
Failure to comply with the dress
code, dirty clothes, unkempt
appearance.
• Violation of confidentiality:
Discussion of the client’s personal
information with colleagues,
disclosure of his personal data.
• Failure to keep promises: Not
keeping promises made to the
client, delaying deadlines, not
providing the expected level of
service.
• Lack of punctuality: Staying late
for meetings, not coming to work on
time.
• Discrimination: Prejudicial
treatment of clients based on race,
religion, gender, age, etc.

6.

Conclusion
Professional etiquette is an integral part of a
successful career and harmonious
relationships in the work environment. By
following these principles, you contribute to
building a more professional and ethical
environment in your field of work.