Etiquette Essenials: Serving with Excellence A Quick Guide to Exceptional Hospitality
First Impressions Matter 10-Foot Rule: Make eye contact, smile, stand tall. 5-Foot Rule: Greet by name/rank. (“Good morning, Captain
Smith…”)
Professional Appearance & Communication Neat, pressed uniform
No slang or phones Confident body language Anticipate needs, offer help Titles + last names, warm tone Apologize, don’t blame. Own it, follow up, close the loop. Listen fully, don’t talk over, clarify.
Handling Member Complaints
Member Rule Infractions Stay calm, respectful.
Involve manager if unsure. Address discreetly, escalate if needed.
Report serious issues.
Hospitality = Respect
“Etiquette isn’t about rules — it’s about making people feel
valued.”
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