酒店员工入职培训-礼仪培训Hotel Etiquette.ppt

目标Objectives
站姿
Standing
走姿
Walking
坐姿
Sitting
带领客人
Leading a Guest
使用电梯
Using the Elevator
传递/接收物品
Passing/Receiving Items
什么是礼仪
What is Etiquette?
礼仪是社会上或行业间所共识的正确及礼貌行为的规则。
-牛津字典
Formal rules of correct and polite behavior in society or among members of a profession.
- Oxford Dictionary
礼仪
Etiquette
礼仪的重要性Importance of Etiquette
内强素质
Personal quality enhanced
外塑形象
Good image
留下良好印象
Leaves an impression
从而提供更专业的服务
A more professional service
站姿Standing
站姿Standing
眼光平视,不要东张西望
Always position yourself so
you are in direct view of
Guests
肩膀放松舒展
Keep your Shoulders relaxed
挺胸收腹,膝盖要直
Stand upright, with your
Knees straight
站姿Standing
叠握两只手于身前或身后
Place one Hand on top of the
other in front or behind your
Body
不要交叉抱于胸前或放入
口袋
Do not cross your Arms in front
of your Chest or leave your
Hands inside your Pockets
站姿Standing
双脚略分,可保留一定的
角度
Open your Feet slightly at an
angle

男
Gentlemen:
女
Ladies:
10: 10
11: 05
Facial Expressions
时刻保持真诚的微笑
Always have a genuine smile
与客人保持眼神接触,主动寻找机会提供协助
Maintain constant eye contact with Guests, or look for opportunities to provide assistance wherever possible
面部表情Facial Expression
走姿
Walking