旅店行为礼仪培训课件.ppt

;OVERVIEW简介;Behavior & Courtesy行为和礼仪;Smile, Smile, Smile;Behavior & Courtesy行为和礼仪;Your smile means: 微笑的含义： I am pleasant to meet you 见到宾客很高兴 You are welcomed 宾客是受欢迎的 Wish you a nice day 祝愿宾客有愉快的一天 I can help you 我可以帮助你 ;Behavior & Courtesy行为和礼仪;standing posture： Emanative grace 站姿 ：要求给人以大方、高贵之感 Keep erectly square your shoulders , collect an abdomen , mention buttocks, stare horizontally 要领：全身正直，挺胸收腹，两眼平视 ;站立练习; ⑴ 表情：双目平视前方，下颌微收，嘴微闭，面带笑容。⑵ 头部：保持正直，眼睛不斜视。⑶ 身体：挺胸、收腹、提臀，两肩自然放平后张、脖子贴紧衣服领子。 ? ⑷ 手和脚部： 男士： 前腹式，双手自然下垂放在腹前交叉，右手放在左手上，两脚 平行分开与肩同宽 后背式，两脚平行分开与肩同宽，双手背后（稍握拳），左手抓住右手的手腕位置。后背式站姿比较严肃，适用于保全人员。 女士： 丁字步，即右脚在前，将右脚跟靠于左脚内侧，脚尖开度为 50度 左右，身体重心可落于双脚上，也可落于一只脚上，通过变化身体的重心来减轻站立长久后的疲劳。双手右手放在左手上交叉于腹前。 注意：不要靠在墙壁、餐台、柜台、柱子其他物体上。  ;Behavior & Courtesy行为和礼仪;In your work 在您工作中;酒店服务人员多采用正位坐姿;Behavior & Courtesy行为和礼仪;Behavior & Courtesy行为和礼仪;Behavior & Courtesy行为和礼仪;Behavior & Courtesy行为和礼仪;手式——指引; Give greetings when meeting guests, and keep an eye contact with him/her. Call him/her by Surname if you know 遇见客人时要主动问候，并与客人保持目光接触，如知道请称呼姓氏 Wait aside to give the way and greetings to the guest passing by 客人迎面走来或上下楼时，要侧身让路并致以问候 ;The Walls Are Here To Support The Hotel Building, Not You.Always Stand Up Straight And Be Attentive.;Even If It Is Quiet And You Have Little TO Do, Don???t Lean Over Your Service Station Looking Bored. By Standing Erect And Looking Alert You Give A Professional Appearance.;Do not use your personal mobile when you on duty.;Always Start Your Day With A Shower, So That You Are Fresh And Clean Before You Start Work;Brush Your Teeth At Least Twice A Day, Preferably After Meals;Ensure Your Uniform Is Spotlessly Clean And Well-Pressed;Ensure Your Shoes Are Shining And Well Polished;Cleaning, Tide;Use Guest’s Name;Flame, In Good Taste, In Focus, Soft Voice, Volume Moderate;Always Say Please, Thank You, And I am Sorry.;Don’t Pay No Attention To The Guest. No Expression.;Never Enter A Guest Room Without Kno