酒店員工入職培訓(xùn)禮儀培訓(xùn)Hotel Etiquette

1、目標(biāo)Objectives站姿 Standing 走姿 Walking 坐姿 Sitting 帶領(lǐng)客人 Leading a Guest 使用電梯 Using the Elevator 傳遞/接收物品 Passing/Receiving Items 什么是禮儀What is Etiquette?禮儀是社會(huì)上或行業(yè)間所共識(shí)的正確及禮貌行為的規(guī)則。牛津字典Formal rules of correct and polite behavior in society or among members of a profession. - Oxford Dictionary禮儀Etiquette禮儀的重要性

2、Importance of Etiquette內(nèi)強(qiáng)素質(zhì)Personal quality enhanced外塑形象Good image留下良好印象 Leaves an impression從而提供更專(zhuān)業(yè)的服務(wù)A more professional service站姿Standing站姿Standing眼光平視，不要東張西望Always position yourself soyou are in direct view ofGuests肩膀放松舒展Keep your Shoulders relaxed挺胸收腹，膝蓋要直Stand upright, with yourKnees straight站

3、姿Standing疊握兩只手于身前或身后Place one Hand on top of theother in front or behind yourBody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雙腳略分，可保留一定的角度Open your Feet slightly at anangle 男 Gentlemen: 女 Ladies: 10: 1011: 05Facial Expressions時(shí)刻保持真誠(chéng)的微笑A

4、lways have a genuine smile與客人保持眼神接觸，主動(dòng)尋找機(jī)會(huì)提供協(xié)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走姿 Walking兩眼平視，保持微笑Look ahead, with a smile步履輕盈，步幅適中Walk gently and take moderateSteps雙腿筆直，腳尖向前Keep your Legs strai

5、ght with the Feet pointing forward走路時(shí)提起雙腳LIFT your Feet when walking走路時(shí)不要拖著腳或擦著鞋底Do not shuffle or scrape the soles of your Shoes while walking不要把兩腿分得太開(kāi)Do not walk with Legs wide apart走姿 Walking走姿 Walking背部挺直及收腹，下巴微向內(nèi)收Walk straight and do notSlouch雙手自然擺動(dòng)，幅度不宜過(guò)大Swing your Arms lightly andNaturally避免手

6、放入口袋、牽手、挽臂等不專(zhuān)業(yè)的舉止Avoid putting your Hands into your Pockets, holding Hands, stretching your Arms, etc.坐姿 Sitting坐姿 Sitting輕輕入座Sit down slowly and slightly女士入座：雙手拂好裙擺，再輕輕坐下Ladies:Hold on to your Skirtwith both Hands beforesitting down臀部坐在椅子的三分之二處Sit on two-thirds of the Chair背部要挺直Keep your Back uprig

7、ht坐姿 Sitting女士應(yīng)把雙腿和雙腳合著Ladies should keep your FeetTogether男士可微分雙腿和雙腳Gentlemen can split legs a little避免一些不恰當(dāng)?shù)耐炔縿?dòng)作，如：抖動(dòng)、敲擊地面等Avoid inappropriate Leg movements, such as fidgeting, tapping on the Floor, etc.帶領(lǐng)客人 Leading a Guest帶領(lǐng)客人 Leading a Guest走在客人的左/右前方Walk slightly in front on theleft/right hand

8、side of the Guest保持適當(dāng)?shù)木嚯x（一臂左右）Maintain an appropriatedistance of about an armsLength from the Guest走路速度以客人為準(zhǔn)Pace yourself to the Guestswalking speed accordingly帶領(lǐng)客人 Leading a Guest可以適當(dāng)?shù)嘏c客人交談 ，如介紹我們酒店的設(shè)施等Interact with the Guest when appropriate, such as introducing the Hotels facilities使用電梯Using the

9、Elevator等候電梯Waiting for the Elevator在等電梯時(shí)，應(yīng)站在電梯旁邊，而不是正前方Wait at the left/right side of theElevator entrance, and notdirectly in front開(kāi)打開(kāi)后，讓電梯內(nèi)的人先出來(lái)Allow all the Guests in the Elevator to exit first when the Door opens電梯到達(dá)時(shí) When the Elevator Arrives用一只手按著電梯的門(mén)，另一雙手則示意請(qǐng)客人先進(jìn)去Use one Hand to block the El

10、evator Door and the other to signal the Guest to enter 陳小姐，您先請(qǐng)。 “After you, Ms Chan.” 電梯到達(dá)時(shí)When the Elevator Arrives確定所有人都已進(jìn)入才可關(guān)門(mén)Ensure all the Guests haveentered the Elevator beforeyou enter the Elevator如果電梯太擠，應(yīng)等下一班Wait for the next Elevator tripif this one is too crowded在電梯內(nèi) Inside the Elevator保持微

11、笑Maintain your smile陳小姐，請(qǐng)問(wèn)您想到哪一樓?“Ms Chan, which floor wouldyou like?”使用食指按鍵Press any Button using your Index Finger 在電梯內(nèi) Inside the Elevator不要凝視他人Do not stare at anyone如果需要說(shuō)話，一定小聲Avoid talking in the Elevator,else keep your volume low電梯內(nèi)保持正確的站姿，避免用背部依靠墻壁Maintain the correct standing posture and do

12、not lean against the Wall在電梯內(nèi) Inside the Elevator當(dāng)有客人在電梯內(nèi)，不要與同事談話Do not speak to yourColleague when there is aGuest in the Elevator如有另一位客人在電梯內(nèi)，不要用客名稱(chēng)呼客人 Do not mention the Guests name when there is anotherGuest in the Elevator在電梯內(nèi) Inside the Elevator當(dāng)電梯門(mén)正在開(kāi)時(shí)，告知客人樓層的號(hào)碼Announce every Flooras the Door

13、opens21樓?！?1st floor.”離開(kāi)電梯時(shí) Leaving the Elevator當(dāng)?shù)竭_(dá)時(shí)，用一只手按著電梯的門(mén)以便客人離去When the desired Floor isis reached, use your Hand toblock the Elevator Door for theGuest to exit陳小姐，您先請(qǐng)。 “After you, Ms Chan.”離開(kāi)電梯時(shí) Leaving the Elevator當(dāng)你需要先離開(kāi)電梯If you are leaving the Elevatorfirst“不好意思，我先行一步。再見(jiàn)?！?“Excuse me. Have

14、 a pleasant day / evening.”傳遞/接收物品 Passing/Receiving Items傳遞/接收物品Pass/Receive Items使用雙手With both Hands保持眼神接觸Maintain eye contact微笑Smile微微彎身，表示誠(chéng)意Bow slightly forward to showyour sincerity傳遞/接收物品Pass/Receive Items將物品以正確的方向傳遞給客人Present the item with the right direction印刷品 Printing Items筆 Pen刀 Knife叉 Fork其他注意事