酒店行为礼仪培训课件.pptx

Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,*,单击此处编辑母版标题样式,*,单击此处编辑母版标题样式,*,Standard Behavior of Service Courtesy,对客服务言行举止规范,酒店行为礼仪培训课件,第1页,OVERVIEW,介绍,Importance,of,professional,behavior,言行举止主要性,Details of grooming,面部表情,微笑,Standard,posture,基本姿势,Behaviors of Service Courtesy,对客服务言行举止,酒店行为礼仪培训课件,第2页,Behavior&Courtesy,行为和礼仪,Our behavior reveals our emotion,言行举止揭示了我们真情实感,Ensure our behavior shows our hospitality,我们必须确保我们言行举止向宾客发出信息是我们乐于效劳，不然,宾客会感到不受欢迎和不自在,Observing our guests behavior,make sure they are satisfied,they are got the service they expected.,我们必须观察宾客言行举止，去确定他们是否满意，是否需要我们提,供更多帮助,In your work,在您工作中,酒店行为礼仪培训课件,第3页,Smile,Smile,Smile,微笑,微笑,微笑,.,In your work,在您工作中,Behavior&Courtesy,行为和礼仪,酒店行为礼仪培训课件,第4页,Behavior&Courtesy,行为和礼仪,酒店行为礼仪培训课件,第5页,Your smile means:,微笑含义：,I am pleasant to meet you,见到宾客很高兴,You are welcomed,宾客是受欢迎,Wish you a nice day,祝福宾客有愉快一天,I can help you,我能够帮助你,In your work,在您工作中,Behavior&Courtesy,行为和礼仪,酒店行为礼仪培训课件,第6页,Behavior&Courtesy,行为和礼仪,酒店行为礼仪培训课件,第7页,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,In your work,在您工作中,Behavior&Courtesy,行为和礼仪,酒店行为礼仪培训课件,第8页,站立练习,酒店行为礼仪培训课件,第9页,表情：双目平视前方，下颌微收，嘴微闭，面带笑容。头部：保持正直，眼睛不斜视。身体：挺胸、收腹、提臀，两肩自然放平后张、脖子贴紧衣服领子。,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），左手抓住右手手腕位置。后背式站姿比较严厉，适合用于保全人员。,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，经过改变身体重心来减轻站立长久后疲劳。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、柱子其它物体上。,Standing,posture,站姿要求,Behavior&Courtesy,行为和礼仪,酒店行为礼仪培训课件,第10页,Behavior&Courtesy,行为和礼仪,Sitting posture,：,Emanatively nobleness,坐姿：要求给人以端庄、文雅之感,Keep erectly square your back,要领：上身正直，坐位适度,Ladies sit at 2/3 of the chair,Gents sit at 1/2 of the chair,女士坐在椅子,1/3,处为宜，,男士坐在椅子,1/2,处为宜。,In your work,在您工作中,酒店行为礼仪培训课件,第11页,In your work,在您工作中,酒店行为礼仪培训课件,第12页,酒店服务人员多采取正位坐姿,酒店行为礼仪培训课件,第13页,酒店行为礼仪培训课件,第14页,酒店行为礼仪培训课件,第15页,酒店行为礼仪培训课件,第16页,Behavior&Courtesy,行为和礼仪,对女士而言两膝靠拢，切忌两腿分开，极不雅,Its rude to split your legs,不要晃动你双腿，以免引发无须要误会,Dont shake your legs,不要让宾客看到你鞋底,Never show your tread,不要用脚踏着物品，不要将脚抬得太高,Dont place your foot on other things,Sitting posture,坐姿要求,酒店行为礼仪培训课件,第17页,Behavior&Courtesy,行为和礼仪,Tread posture,：,Emanative grace and nobleness,走姿：要求给人以轻捷、洒脱之感,Stare,horizontally,，,at a foots pace and a swinging trot,要领：,双眼平视摆臂自然，步伐正直，步态轻盈,In your work,在您工作中,酒店行为礼仪培训课件,第18页,Behavior&Courtesy,行为和礼仪,表情：双目平视前方，下领微收，嘴微闭，面带笑容。,头部：保持正直，眼睛不斜视,身体：挺胸、收腹、两肩自然放平、脖子贴紧衣服领子。,手臂：手臂伸直放松。手指自然弯曲。双臂自然前后摆动，摆动幅度为,35,厘米左右，双臂外开不要超出,20,。脚步：行走时身体重心稍向前倾，重心落在双脚掌前部，由大腿带动小腿向前前进。脚跟先接触地面着地后保持身体重心送到前脚，使身体前移。行走路线要成为直线，而不能走出两条平行线。步速和步幅也是正确行走姿态主要要求，因为服务工作性质所决定，服务员在行走时要保持一定步速。步速是行走速度，以一分钟为单位，男服务员应定,110,步，女服务员应走,120,步，很好步速反应出服务员主动主动工作态度，是客人乐于看到。步幅是每走一步前后脚之间距离，男服务员步幅在,40,厘米左右为宜，女服务员步幅在,30,厘米左右即可。,Tread,posture,走姿要求,酒店行为礼仪培训课件,第19页,Behavior&Courtesy,行为和礼仪,Picking,拾取物品,酒店员工在取低处物品或捡起在地上东西时，不能撅臀部、弯上身、低垂头，而应采取适当蹲姿。,正确蹲姿：以一膝微屈为支撑点，将身体重心移此，另一腿屈膝，脚稍分开，站在东西旁边而不要低头、弯背，将腰慢慢直下拿取物品，因为女员工多穿裙子，所以两腿要靠紧。,In your work,在您工作中,酒店行为礼仪培训课件,第20页,手式,指导,动作要领,横摆式：即手臂向外侧横向摆动，指尖指向被引导或指示方向，适合用于指示方向时；,直臂式：手臂向外侧横向摆动，指尖指向前方，手臂抬至肩高，适合用于指示物品所在；,曲臂式：手臂弯曲，由体侧向体前摆动，手臂高度在胸以下，适合用于请人进门时；,斜臂式：手臂由上向下斜伸摆动，适合用于请人入座时。,In your work,在您工作中,酒店行为礼仪培训课件,第21页,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,In your work,在您工作中,酒店行为礼仪培训课件,第22页,The Walls Are Here To Support The Hotel Building,Not You.Always Stand Up Straight And Be Attentive.,这里墙是支撑饭店建筑物，,而不是支撑你。,一定要站直，而且精神饱满。,In your work,在您工作中,酒店行为礼仪培训课件,第23页,Even If It Is Quiet And You Have Little TO Do,Dont Lean Over Your 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表情。,正确站姿和随时愿意提供帮助表情给人以专业感觉,。,In your work,在您工作中,酒店行为礼仪培训课件,第24页,Do not use your personal mobile when you on duty.,工作时不要使用私人手机,In your work,在您工作中,酒店行为礼仪培训课件,第25页,Always Start Your Day With A Shower,So That You Are Fresh And Clean Before You Start,Work,天天一开始洗个淋浴，工作前做到神清气爽,In your work,在您工作中,酒店行为礼仪培训课件,第26页,Brush Your Teeth At Least Twice A Day,Preferably After Meals,天天最少刷牙两次,最好饭后马上刷牙,.,或保持口气清新,In your work,在您工作中,酒店行为礼仪培训课件,第27页,Ensure Your Uniform Is Spotlessly Clean And Well-Pressed,确保你制服洁净无污点,而且熨烫平整,In your work,在您工作中,酒店行为礼仪培训课件,第28页,Ensure Your Shoes Are Shining And Well Polished,确保您鞋子擦洁净明亮,In your work,在您工作中,酒店行为礼仪培训课件,第29页,Cleaning,Tide,穿着洁净,整齐,得体,.,In your work,在您工作中,酒店行为礼仪培训课件,第30页,Use Guests Name,称呼客人姓氏,In your work,在您工作中,酒店行为礼仪培训课件,第31页,Flame,In Good Taste,In Focus,Soft Voice,Volume Moderate,热情大方,声音清楚柔和,音量适中,In your work,在您工作中,酒店行为礼仪培训课件,第32页,Always Say Please,Thank You,And I am Sorry.,时刻用请,谢谢,对不起,In your work,在您工作中,酒店行为礼仪培训课件,第33页,Dont Pay No Attention To The Guest.No Expression,.,不对客人不理不睬,面无表情,.,In your work,在您工作中,酒店行为礼仪培训课件,第34页,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，得到客人回复后再进入。,In your work,在您工作中,酒店行为礼仪培训课件,第35页,When Cleaning The Guest Rooms,Never Sit Down And Start Watching Television.,永远不要在清扫房间时,坐在客人房里看电视。,In your work,在您工作中,酒店行为礼仪培训课件,第36页,When A Guest Approaches You At Your Desk,Always But Stand Up,and Ask Them To Sit Down.If They Refuse,Stand Up To Join Them.,当客人靠近你办公桌时，站起来请他们坐下。假如他们拒绝坐下，应与客人一起站着。,In your work,在您工作中,酒店行为礼仪培训课件,第37页,Put Down Your Work And Serve The Guest When Guest Needs,.,客人需要时,应马上暂时放下手中工作,为客人服务。,In your work,在您工作中,酒店行为礼仪培训课件,第38页,Dont Disturb The Guests When The Talking,.,不要轻易打断客人说话,In your work,在您工作中,酒店行为礼仪培训课件,第39页,Keep,Calmness And Good Manner To The Indignation Or Agitated Guest.,对待愤恨或情绪激动客人,要冷静,礼貌地应对,.,In your work,在您工作中,酒店行为礼仪培训课件,第40页,保持目光接触,In your work,在您工作中,Keep Eyes Contact,酒店行为礼仪培训课件,第41页,永远不要在公共区域坐下,In your work,在您工作中,Never Sit Down In Public Areas,酒店行为礼仪培训课件,第42页,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,In your work,在您工作中,酒店行为礼仪培训课件,第43页,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！,In your work,在您工作中,酒店行为礼仪培训课件,第44页,Always Open Doors For Guests,If You Can,And Greet Them With A Smile.,有可能话，一定要为客人开门，,并微笑着向他们打招呼。,In your work,在您工作中,酒店行为礼仪培训课件,第45页,We,should,not,我们应防止,Across,arms,双臂交叉胸前,Hands in pockets,把双手插到衣服口袋里,Stooping,低头弯腰走路,Back to the guest,背对客人,In your work,在您工作中,酒店行为礼仪培训课件,第46页,Dont jump the red light when you cross the street,过马路时不要闯红灯,Dont spit and throw garbage anywhere,不要随地吐痰乱扔垃圾,No jumping the queue,任何情况排队不要插队,切记：个人基本素质非常主要,In your life,在您生活中,酒店行为礼仪培训课件,第47页,Honesty,拾金不昧,Helpful,帮助他人,Conduct charitable,慈善募捐,Deeds,行善事,切记：个人基本素质非常主要,In your life,在您生活中,酒店行为礼仪培训课件,第48页,Thank you,谢 谢,酒店行为礼仪培训课件,第49页,