酒店服务礼仪
Hotel Service Etiquette 模块一 酒店服务礼仪基础知识
Module One The Basic Information of Hotel Service Etiquette
一、什么是礼仪
Section one What’s the Etiquette?
二、酒店服务礼仪
Section Two Hotel Service Etiquette (一)酒店服务礼仪的定义
1.Definition of Hotel Service Etiquette
(二)酒店服务礼仪的原则
2.Principle of Hotel Service Etiquette (三)酒店服务礼仪的内容
3.Content of Hotel Service Etiquette
(四)酒店服务礼仪的
4.Effect of Hotel Service Etiquette (五)学习酒店服务礼仪的方法
5.The Ways of learning Hotel Service Etiquette
(六)学习酒店服务礼仪的意义
6.Significance of learning Hotel Service Etiquette
三、角色定位与服务意识
Section Three Role Orientation and Service Consciousne
(一)角色定位
(二)服务意识
1.Role Orientation 2.Service Consciousne
模块二 酒店服务人员的仪容仪表
Module Two Appearance and Dre of Hotel Service Staff
一、概述
Section One Introduction
二、仪容
Section Two Appearance (一)酒店服务人员仪容的基本要求
1.Basic Requests to Appearance of Hotel Service Staff (二)酒店服务人员的化妆原则
2.Principles for make-up of Hotel Service Staff
三、仪表
Section Three Dre (一)着装的原则
1.Principle of Dre
(二)酒店服务人员服饰礼仪
2.Dre Manners of Hotel Service Staff 模块三 酒店服务人员的仪态
Module Three Deportment of Hotel Service Staff
一、概述
Section One Introduction
二、表情语
Section Two Facial Expreion (一)微笑
1.Smiling (二)目光
2.Look in eyes
三、动作语
Section Three Body Language (一)手势语
1.Gesture (二)站姿
2.Standing Posture (三)坐姿
3.Sitting Posture
(四)走姿
4.Walking Posture
(五)蹲姿
5.Crouching Posture
模块四 酒店服务的语言艺术
Module Four Linguistic Art of Hotel Service
一、酒店服务语言概述
Section One Introduction of Linguistic Art of Hotel Service (一)酒店服务语言的基本要求
1.Basic Requests to Linguistic Art of Hotel Service
(二)酒店服务语言的基本原则
2.Basic Principles of Linguistic Art of Hotel Service (三)酒店服务的语言艺术及其作用
3.Linguistic Art of Hotel Service and its significance
二、酒店服务语言的应用
Section Two Applications of Hotel Service Language (一)迎候语言
1.Language of Meeting the Guests (二)交流语言
2.Language of Communication (三)电话语言
3.Language in Telephone
(四)语言禁忌
4.Language Inhibitions
三、服务语言艺术的培养途径 Section Three Cultivating Approach of Linguistic Art of Hotel Service
模块五 会议服务礼仪
Module Five Conference Service Etiquette
一、会议的概念
Section One The Concept of Conference
二、会议的类型
Section Two The Types of Conference
三、会议服务礼仪的基本流程
Section Three Basic Procedure of Conference Service Etiquette
四、会前准备服务礼仪
Section Four Service Etiquette of Preparations for Conference
(一)会议厅(室)环境礼仪规范
1.Environmental Etiquette Rules of the Conference Hall
(二)会议会场布置礼仪规范
2.Etiquette Rules of Decorating the Conference Hall (三)会议摆台礼仪规范
3.Etiquette Rules of Setting the tables of Conference
(四)会议厅(室)设备使用礼仪规范
4.Etiquette Rules of using the Equipments in the Conference Hall
五、会议期间的服务礼仪
Section Five Service Etiquette during the Conference (一)礼仪原则
1.Principles of Etiquette (二)操作标准
2.Standards of Operation
(三)一般会议服务礼仪
3.Service Etiquette of General Conference
(四)特殊会议服务礼仪
4.Service Etiquette of Special Conference (五)会议附属设施服务礼仪
5.Service Etiquette of Attached Facilities to the Conference
六、会后服务礼仪
Section Six Service Etiquette after the Conference (一)送客服务
1.Service of Seeing the Guests off
(二)会场清洁
2.Cleaning the Conference (三)处理会议文件
3.Dealing with the Documents of the Conference
(四)其他服务 4.Other Service
模块六 国际接待礼仪常识
Module Six
一、国际接待礼仪原则
Section One Etiquette Rules of International Reception (一)依法办事
1.Acting accordance with the Law
(二)遵时守约
2.Being on Time and Keeping to the Promise (三)尊重隐私
3.Valuing the Privacy
(四)女士优先 4.Ladies first (五)尊重他人
5.Respecting others
(六)保护环境
6.Protecting Environment
二、迎送接待礼仪
Section Two Etiquette of Meeting and Seeing Off (一)接待准备
1.Preparations for Reception
(二)迎送
2.Meeting and Seeing Off
(三)会见、会谈
3.Meeting and Conversation (四)签字
4.Signing
(五)宴请仪式
5.The Ceremony of Entertainment
(六)西餐宴请
6.Feasting the Guests on Western Food
三、礼宾次序与国旗悬挂法
Section Three Order of the Ceremony and the Ways of Hanging the National Flag
(一)礼宾次序
1.Order of the Ceremony
(二)国旗悬挂法
2.The Ways of Hanging the National Flag
模块七 我国主要客源国和地区以及部分少数民族的习俗和礼节
Module Seven Custom and Etiquette of Our Country’s Main Tourist Source Countries, areas and some Minoritis
一、我国主要客源国和地区的习俗与礼节 Section One Custom and Etiquette of Our Country’s Main Tourist Source Countries (一)亚洲 1.Asia
(二)欧洲
2.Europe
(三)美洲、大洋洲 3.America and Oceanic (四)非洲 Africa
二、我国部分少数民族的习俗与礼节
Section Two Custom and Etiquette of Our Country’s Partial Minority (一)壮族
1.The Zhuang Nationality (二)蒙古族
2.Mongolian Nationality
(三)回族
3.The Hui Nationality
(四)藏族
4.The Zang Nationality (五)维吾尔族
5.Urgur Nationality
(六)彝族
6.the Yi Nationality
模块八 酒店服务礼仪综合训练
Module Eight Composing Training of Hotel Service Etiquette
一、概述
Section One Introduction
二、酒店各岗位服务礼仪规范
Section Two Hotel Service Etiquette and Rules of Every Position (一)前厅服务礼仪规范
1.Service Etiquette and Rules of Lobby
(二)客房服务礼仪规范
2. Service Etiquette and Rules of Guest Rooms (三)餐饮服务礼仪规范
3.Service Etiquette and Rules of Food & Beverage
(四)康乐服务礼仪规范
4.Service Etiquette and Rules of Recreation &Health (五)其他服务礼仪规范
5.Other Service Etiquette and Rules
