基本素养培训.ppt

1、培训内培训内容容一、日常基本礼貌礼节一、日常基本礼貌礼节二、三二一服务准则二、三二一服务准则三、各国送花送礼礼节三、各国送花送礼礼节Always Start Your Day With A Shower,So That You Are Fresh And Clean Before You Start Work每天一开始洗个淋浴，工作前做到神清气爽Brush Your Teeth At Least Twice A Day,Preferably After Meals每天至少刷牙两次，最好饭后立即刷牙Ensure Your Uniform Is Spotlessly Clean And Well-

2、Pressed确保你的制服干净无污点，并且熨烫平整Ensure Your Shoes Are Shining And Well Polished 确保你的鞋子擦的干净明亮When Walking Through A Public Area,Dont Slouch But Walk With Your Head Held High经过公共区域时，不要无精打采，要抬起头走路。The Walls Here Are To Support The Hotel Building,Not You.Always Stand Up Straight And Be Attentive.这里的墙是支撑建筑物的，而不

3、是支撑你。一定要站直，并且精神饱满。Guests Are Never well Impressed To See A Member Of Staff Yawning Or Shouting Across A Room To A Colleague客人看到员工打呵欠或大声喊叫时，对酒店是不会产生好印象的。Scratching Always Gives The Impression That You Are Unclean;Biting Nails Suggests Lack Of Self-Discipline.搔痒的动作会使人感觉很不干净；咬指甲使人认为你缺乏自我控制。When You Fin

4、d Yourself In A Lift With Guests Inside,Do Not Get Out In Front Of Them.当你和客人乘同一电梯时，不要抢在客人前出电梯。Always Open Doors For Guests,If You Can,And Greet Them With A Smile.有可能的话，一定要为客人开门，并微笑着向他们打招呼。When A Guest Approaches You At Your Desk,Always Ask Them To Sit Down.If They Refuse,Do Not Remain Sitting But S

5、tand Up To Join Them.当客人接近你的办公桌时，一定要请他们坐下。如果他们拒绝坐下，你不要继续坐着，应站起来与客人一起站着。In The Restaurant,Always Be Ready To Greet Your Guests With A Friendly Smile.Then Guide Them To A Table And Help Them To Sit Down By Holding The Chair.在餐厅，要始终准备以友好的微笑欢迎你的客人。然后引导他们到餐桌前，拉开椅子帮助他们坐下。When Walking Through A Public Area

6、,Never Walk Across In Front Of Guests,And Never Push Between Two Guests,Especially If They Are Talking.通过公共区域时，一定不要抢在客人的前面走；永远不要从两个客人之间挤过，尤其是在他们交谈时。When In A Public Area,Never Stand Next To Your Friend Holding Hands.在公共区域永远不要与同事手拉手地走在一起Even If It Is Quiet And You Have Little TO Do,Dont Lean Over You

7、r Service Station Looking Bored.By Standing Erect And Looking Alert You Give A Professional Appearance.即使工作不是很忙，也不要倚靠服务台，更不要显示出不耐烦的表情。正确的站姿和随时愿意提供帮助的表情给人以专业的感觉。If You Feel Hot,Cool Off Outside The Restaurant Area.Do Not Wipe Your Brow With A Napkin.如果你觉得很热，到客区外区域凉快一下。切勿用餐巾擦脸。Show“Funny Pictures”And

8、Tell Jokes Only During Your Break,Not When You Are On Duty.同事之间开玩笑，讲笑话不能在工作区域内，要时刻保持专业形象。Never Enter A Guest Room Without Knocking First And Waiting For A Reply.记住-进入客人房间前，一定要先敲门，得到客人答复后再进入。Read That Sign!Do Not Smoke While On Duty Or In Non-Smoking Areas.阅读标志！值班期间不许吸烟！非吸烟区内不许吸烟！When Cleaning The Gu

9、est Rooms,Never Sit Down And Start Watching Television.永远不要在打扫房间时坐在客人房里看电视。Never Sit Down In Public Areas永远不要在公共区域坐下Always Say Goodbye To Guests When They Leave.A Friendly Word Will Make Them Want To Return.客人离开时一定要和他们说再见。一句亲切友好的话会让客人觉得很温暖，愿意下次再回来。三二一服务准则三二一服务准则重点岗位：总台、司门、应接、收银、重点岗位：总台、司门、应接、收银、厅面、厅

10、面、餐厅、客房等一线对客服务区域。餐厅、客房等一线对客服务区域。重点内容：微笑、有声、主动重点内容：微笑、有声、主动礼仪小知识之送礼小常识礼仪小知识之送礼小常识英国人英国人 切记不要送百合花，因为这意味着死亡。收到礼物的人要当着众人的面打开礼物。美国人美国人 送东西要送单数，且讲究包装。他们认为蜗牛和马蹄铁是吉祥物。法国人法国人 送花的时候不要送菊花、杜鹃花及黄色的花；不要送带有仙鹤图案的礼物；也不要送核桃。他们认为仙鹤是蠢汉的标志，而核桃是不吉祥。俄罗斯人俄罗斯人 送鲜花要送单数。用面包与盐招待贵客，表示友好和尊敬。最忌讳送钱给别人，因为这意味着施舍和侮辱。日本人日本人 接、送礼物时要用双手，也不能当面打开礼物。再次见到送礼的人时要提及礼物的事，并表示感谢。忌送梳子，也不要送有狐狸、獾图案的礼物，因为梳子的发音与死相近。另外，菊花一般是王室专用花卉，所以一般人也不能送菊花。请各位牢记礼仪、有声、请各位牢记礼仪、有声、主动、微笑！主动、微笑！最后最后 祝同事们快乐工作每一天！祝同事们快乐工作每一天！