《酒店服务礼仪》课程标准

1、酒店服务礼仪课程标准Course Standard of Hotel Service Etiquette课程名称：酒店服务礼仪Hotel Service Etiquette 适用专业：酒店管理Hotel Management major 一、课程性质和任务 Nature and Tasks of the Course （一）课程性质 Nature of the Course酒店服务礼仪课程主要适用于高职高专酒店管理专业的学生学习。本课程学时总计38学时, 是一门实践性很强的专业基础课程。以学生职业形象塑造，职业礼仪习惯的养成为目的，进而提高 学生的职业素养，本课程对学生服务意识的培养具有现实的

2、意义。The Hotel Service Etiquette is mainly targeted at students studying hotel management in vocational colleges. The total course hour is 38 hours. This is a highly practical and professional entry level course. The aim is to build students9 professional images and form their professional etiquette h

3、abits, then improve students9 professional accomplishment. This course is of practical significance to the cultivation of students* service consciousness.主要是通过多媒体授课、化妆实训室实操、形体训练房演练、实训室情景演练、在线学习等形 式进行，使学生牢固树立礼貌服务意识，具备良好的礼仪素养，养成良好的礼仪习惯，能掌握酒店 从业人员服务与社交的基本技巧、规范及操作方法，并能根据实际情况灵活、准确地加以运用，以 良好的个人风貌得体地与宾客交往，

4、更好地胜任酒店职业岗位工作。Through multimedia teaching, cosmetic training rooms, body-shaping training rooms, rehearsal in scenario simulation and on-line study, students gain the consciousness of politeness of service, have good etiquettes and develop good etiquette habits, and can apply flexibly and accurately

5、 according to the actual situation. Communicate appropriately with guests with good personal style and get better competence for Hotel Professional Position.（二）课程标准设计思路 Design Idea of Course Standard本课程作为酒店管理专业学生新生开始的教学的专业基础课，涵盖酒店服务情景礼仪四大情景 模块。本课程从高素质高技能人才的培养要求出发，通过社会人、职业人的角度，整合教学内容， 以学生职业形象塑造、人际交往礼

6、仪、国际礼宾礼仪、培养专业学生的职业素养为目标。This course is a professional basic course for freshmen majoring in Hotel management which includes four modules of hotel service scene etiquette. Starting from the training requirement of high-quality and105情境五：见面与交 谈礼仪ScenarioV :Meeting and ConversationEtiquette1）能够根据不同的交往对

7、象 选择恰当称呼2）能够根据不同的交往对象 和场合选择恰当致意礼仪3）能够根据不同情境正确进 行介绍4）掌握名片递接的基本方法 5）正确掌握握手的规范动作 和方法6）正确掌握鞠躬礼节的度 数、规范和次序7）掌握合十和拱手礼节的行 礼规范8）掌握拥抱和亲吻礼的动作 规范9）掌握言谈的技巧和礼仪规 范Choose the right title according to different persons;send ones greetings according to different persons;introduce correctly according to different sit

8、uations;grasp the basic method of business card transfer;grasp the right method of hand shaking;grasp the degree, norm and order of bowing etiquette;grasp standard of salute: salute with putting palms together and fist and palm salute ;grasp standard of hugs and kisses;grasp speech skills and etique

9、tte standards.1）熟悉称呼的基本规律和使用形式2）熟悉致意的一般规律和规范标准3）熟悉介绍的基本顺序4） 了解名片的规格与功能，熟悉递接名 片的程序5）掌握握手礼节的规范和考前须知6）掌握鞠躬礼节的规范和鞠躬度数所表 达含义7）熟悉合十和拱手礼节的基本规范8）熟悉拥抱和亲吻礼仪的基本程序和规 范9） 了解交谈的基本原那么和考前须知 10）掌握商务谈判的语言技巧Familiar with the salutation rules ;Familiar with the general rules and norms of greetings;Knows the basic order

10、 for introduction;Understand the specifications and functions of business cards, familiar with the procedure of receiving business cards;Master the rules of handshake etiquette and some dos and donts.Master the rules of bowing etiquette and the meaning of bow degree;Know the specifications on the sa

11、lute with putting palms together and fist and palm salute ;grasp the procedures and specifications on hugs and kisses;Grasp speech skills and related etiquettes.Grasp language skills in business negotiation.6情境六：拜访与馈 赠礼仪Scenario VI: Visit and Gift-giving Etiquette1）掌握拜访的礼仪规范和要 求2）能从事拜访活动3）掌握馈赠礼品的选择依

12、据 4）掌握赠送的礼仪规范和基 本要求1）掌握拜访的准备工作2）掌握拜访时的考前须知3）熟练运用馈赠的六要素4）掌握送花礼仪5）熟悉受赠礼仪6）能得体拒收礼品5）掌握送花时的选择6）掌握受赠礼仪7）掌握拒收礼品的礼仪Grasp the rules and requirements of visiting etiquette；Be able to engage in visiting activities；Grasp the selective rule of gifts；Master the etiquette of presenting gifts；Master etiquette for

13、choice of flowers；Master the etiquette of receiving a gift;Master the etiquette of refusing a gift.Master the rules of paying a visit.Grasp points for attention for paying a visit.Skillful use of six elements of presenting gifts.Master the etiquette for sending flowers；Master the etiquette of receiv

14、ing a gift;Decent rejection of gifts.7情境七：接待与宴 请礼仪Scenario VII: Reception and Banquet Etiquette1）能完成具体的接待任务2）能进行接待活动的组织 3）掌握不同规格的迎送礼仪 4）掌握中、西式宴会的组织 5）掌握赴宴的礼仪要求Be able to complete specific reception tasks;Capable of conducting reception activities;Master different specifications of greeting etiquette

15、;Mastering the organization of Chinese and Western banquets;Master the requirements for dinner etiquette.1）掌握接待的程序与礼节2）掌握接待的组织3）掌握迎送仪式4）掌握宴会的组织礼仪5）掌握赴宴的礼仪要求Master the procedures and etiquette of reception;Know the organization of reception;Master the etiquette of welcoming ceremony and see a guest o

16、ff.Master the organizational etiquette of banquet；Master the requirements for dinner etiquette.8情境八：通联礼仪 Scenario VHI: Communicationetiquette1）正确掌握 接听与拨打 的礼仪规范和基本要求2）能够根据不同的场合正确 使用手机和手机短信礼仪3）正确掌握收发 、电子 邮件的礼仪规范4）掌握信函和邀请函的撰写 礼仪1）熟悉使用 、手机、电子邮件等通 讯工具的基本礼仪Familiar with the basic etiquette of using teleph

17、one, mobile phone, e-mail and other communication tools1112grasp the etiquette and basic requirements of answering and dialing a phone;follow an etiquette of mobile phones and short messages;grasp the etiquette of sending and receiving faxes and e-mails;grasp the etiquette of writing letters and inv

18、itations9情境九：国际礼宾 次序 Scenario IX:InternationalProtocol Order1）能掌握外宾来访的接待准 备工作内容和迎送外宾的礼 仪要求2）掌握礼宾次序的安排方法 3）掌握国旗悬挂的方法Be able to grasp the contents of reception preparation for foreign visitors and etiquette requirements for welcoming foreign guests;How to arrange the order of protocol;Master the metho

19、d of hanging the national flag.1）外宾来访的接待准备2）迎送外宾的礼仪要求3）礼宾次序的安排4）国旗悬挂的考前须知Reception preparation for foreign visitors;Etiquette requirements for welcoming foreign guests;Arrangement of protocol order;Matters need attention for flag flying;10情境十：仪式活动 礼仪Scenario X :Ritual activitiesetiquette1）能掌握外事宴请的准备

20、工 作和任务的安排2）能够根据会见、会谈要求 进行现场布置、位置安排和 服务3）能够进行签约仪式现场的 布置和服务要求4）掌握授勋仪式的要求Able to master the preparation and task arrangement of foreign affairs banquet;Ability to arrange, locate and serve on site according to site layouts and meeting requirements；Layout and service requirements for the signing ceremon

21、y site；1）外事宴请的基本形式及准备工作和任 务2）会见会谈及场所的布置要求3）签字仪式和授勋仪式的礼仪要求Basic requirements and preparation tasks on foreign affairs banquet；Requirements for the layout of meeting places；Etiquette requirements for signing and awarding ceremonies.4. Master the requirements of medal-conferring ceremony.11情景十一：前厅服 务礼仪

22、Scenario XI: Situational Etiquette of Front Office Service1）掌握门厅服务礼仪迎送客 人、问好、引路、进出电梯、 行礼送房的礼仪2）掌握礼宾开门护顶礼仪3）掌握总台的接待、收银、 问询语言使用规范、手势、 表情、物品递接礼仪4）掌握总机 服务礼仪、 岗位 礼仪5）掌握商务中心接待语言使 用规范、手势、表情、物品 递接礼仪6）掌握投诉处理的谈话礼仪 1. Grasp the etiquette of hall service on welcoming guests;Master the etiquette of concierge ope

23、ning door and guarding roof;Master the etiquette at the reception desk; check-out counter; etiquettes on questioning language, gestures, expressions, items delivery；Master telephone service etiquette and post telephone etiquette;Master the standard of reception language in business center; also the

24、etiquette of hand gestures, expressions, delivery, etc.Grasp the conversational etiquette in handling complaints.1）熟悉礼宾服务的岗位职责。2）熟悉前台服务的岗位职责。3）熟悉总机服务岗位职责。4）熟悉商务中心的岗位职责5）熟悉大堂副理的岗位职责Familiar with the duties of concierge service.Be familiar with the post responsibilities of front desk service.Be famili

25、ar with the responsibilities of the switchboard service position.Familiar with the position responsibilities of the business center.Familiar with the duties of assistant manager in the lobby.1312情境十一：餐饮服 务礼仪Scenario XII: Situational etiquette of catering service1)掌握餐饮服务人员的仪容 仪表仪态要求2)能够为客人提供微笑服务 3)能够

26、结合岗位工作正确为 客人行礼4)迎宾、点菜、侍餐、结账、 送客服务员能够在不同的情 境下为客人提供礼仪操作服 务5)迎宾、点菜、菜肴、酒水、 结账、送客服务员过程中正 确使用敬语6)掌握迎送宾客的礼仪规范 要求Master the grooming requirements of catering service personnel.Can provide service with a smile for guests.Be able to properly salute guests according to the position.Waiters and waitresses can p

27、rovide a customer service under different situations with etiquette, such as greeting guests, ordering food, serving meals, paying bills and seeing off guests.Correct use of honorific language in the process of greeting, ordering, dishes, drinks, check-out and seeing off guests;Master the etiquette

28、requirements for welcoming and seeing off guests.1） 了解餐饮服务业务知识2）熟悉餐饮服务迎宾、点菜、侍餐服务 的岗位职责3）熟悉中、西餐宴会的餐桌摆设和席位 安排的礼仪规那么4）掌握中、西迎宾、点菜、侍餐、结账、 送客服务的礼仪规范13情境十三：客房服 务礼仪Scenario XIII: Situational etiquette of room service1）掌握客房服务人员的仪容 仪表仪态要求2）掌握正确使用 礼仪提 供优质服务3）正确掌握进入客房的礼仪 规范4）正确掌握楼层遇到客人行1）了解客房业务知识2）熟悉客房楼层服务、房务中心

29、服务员 岗位的职责3）掌握向客人行礼、进入客房、送房服 务的礼仪规范4）掌握房务中心 接听、叫醒服务的 礼仪规范1415礼的方式5)正确掌握送房、洗衣服务 礼仪6)掌握学生进入住客房整理 清洁的礼节规范Master the grooming and appearance requirements of room service staff.Master the correct use of telephone etiquette to provide quality serviceCorrectly master the etiquette norms for entering the gue

30、st roomCorrectly master the way of greeting meet guests on the storeyMaster the etiquette of room delivery and laundry serviceMaster the etiquette and norms for students to tidy and clean the guest roomsUnderstanding housekeeping business knowledgeFamiliar with PC service and responsibilities of hou

31、sekeeping service 3)Master the etiquette norms for saluting guests, entering the guest room and room delivery service4) Master the etiquette of telephone answering and wake-up service in the room service center14情境十四：会议服 务礼仪Scenario XIV: Situational Etiquette of Conference Services1）掌握会议服务人员仪容仪 表仪态规

32、范标准2）掌握会议短息编辑礼仪、 接站服务、会议签到服务礼 仪3）能够根据会议要求合理布 置会场场景和安排席位。4）能够熟悉会议引领礼仪5）正确掌握会议服务过程中 的礼仪规范6）正确掌握颁奖典礼的礼仪 服务规范7）掌握引导退场礼仪规范Master the standard of meeting service personnefs grooming and appearance.Master the meetings short message editing etiquette, pick-up service, and meeting check-in etiquette.Can reas

33、onably arrange the scene and seats according to1)熟悉会议接待服务的业务知识2)熟悉会议接待服务的特点3)掌握会议服务的基本原那么Familiar with the business knowledge of conference reception serviceBe familiar with the characteristics of conference reception service3)Master the basic principles of conference servicethe requirements of the

34、meeting.4)Be familiar with meeting etiquetteMaster the etiquette norms in the process of meeting service.Master the etiquette and service standards of award ceremony correctly.Master the guidance and walk-off etiquette standard三、课程实施建议Suggestions on curriculum implementation(一)课程组织形式(I)The Form of C

35、ourse Organization.注意生源特点，延伸学生的参与深度，充分发挥学生学习主体作用Pay attention to the characteristics of students, extend the depth of students* participation, and give full play to the role of students as the main body of learning.课程内容的教学注意高职生源结构特点，发挥学生主体作用，以“从实践到理论再到实践”的模 式安排课程内容顺序。通过工程式课程内容体系与工程式教学法，提高学生学习的兴趣，让他们

36、“有 意义地”掌握这些知识，有效培养学生的能力。The teaching of the course content pays attention to the characteristics of the source structure of higher vocational students, gives full play to the main role of students, and arranges the course content sequence in the mode of from practice to theory to practice*1. Through

37、 project-based curriculum content system and project-based teaching method, students1 interest in learning is enhanced, so that they can meaningfully” grasp this knowledge and train students* ability effectively.改革传统的教学方法学生被动学习的弊病，充分调动学生的学习兴趣和参与意识，提高学生职 业能力。有利于充分发挥学生学习主体的作用，培养学生的自学能力、观察能力、动手能力、研究 和分

38、析问题的能力、协作和互助能力、交际和交流能力、生活和生存的能力。在教学进行过程当中， 学生必须自己独立制定工程完成计划、还必须自我评价工程完成情况，这可以培养学生工作的独立 性和主动性。将酒店企业相关组织引入本课程的教学过程中来，充分发挥学生学习主体的作用，突16出礼仪职业能力的训练以及与工作和生活实践的结合，有效提高学生的学习兴趣和参与意识。Reform traditional teaching method in which passive study is the malady, arouse the students study interest and the participati

39、on consciousness fully, and enhance the student occupation ability. It is conducive to give full play to the role of students as learning subjects, and cultivate their self-study ability, observation ability, hands-on ability, research and analysis ability, collaboration and mutual assistance abilit

40、y, communication and communication ability, life and survival ability. In the process of teaching, students must independently make project completion plans and evaluate the project completion status, which can cultivate students1 independence and initiative in work. Introduce relevant organizations

41、 of hotel enterprises into the teaching process of this course, give full play to the role of students* learning subject, highlight the training of etiquette vocational ability and the combination of work and life practice, and improve students* learning interest and participation consciousness effe

42、ctively.教法与学法改革，探索以工程导向为主旨的“从实践到理论再到实践”教学模式Reform of teaching and learning, exploration of project-oriented from practice to theory to practice1 teaching mode.教法上以不同情境的教学为主，灵活运用操作示范、图片资料、视频教学、模拟训练、案例分 析、课业讨论等多种教学方法开展本课题教学改革。根据课程性质、教学内容和学生的特点，创造 性地进行教学设计，恰当地运用必要的现代教育技术和信息资源，寻求适当的教学方式、方法来组 织实施研究性课堂教学，

43、努力提高教学质量。The teaching method is mainly based on different situations, flexibly using operation demonstration, picture materials, video teaching, simulation training, case analysis, class discussion and other teaching methods to carry out the teaching reform of this subject. According to the nature o

44、f the course, the content of the teaching and the characteristics of the students, the creative teaching design, the appropriate use of necessary modern educational technology and information resources, the search for appropriate teaching methods to organize the implementation of research-based clas

45、sroom teaching, and strive to improve the quality of teaching.学习引导上，以工程学习法的形式把学生融入有意义的任务完成的过程中，让他亲自经历中获 得经验和学习，使学生积极地学习、自主地进行知识的建构，以现实的学生生成的知识和培养起来 的能力为最高成就目标。通过激发学生学习兴趣培养学生能力，能力提高反过来会激起更高的学习17兴趣。In terms of learning guidance, students should be integrated into the process of completing meaningful t

46、asks in the form of project learning method, so that they can gain experience and learn from their own experience, actively learn and independently construct knowledge, and take the knowledge generated by realistic and the ability cultivated as the highest achievement goal. In turn, elevated ability

47、 will arouse students, interest in learning.(二)教材编写Compilation of textbooks建立以四大任务为中心、以情境单元为主要结构形式的教材体系，吸纳和更新知识点和技能点， 编写合适的教材与实操实训指导任务单。打破以纸质为主的单一的、平面的、静态的教材呈现形式, 变为立体化、动静结合、多种介质组合的形式。加强教材建设，注重教材内容的前瞻性、实践性和 系统性，正积极组织编写高质量的酒店服务礼仪教材，注重教材建设的系统配套和不断更新。 所编写的教材，结构更合理，体系更完整，教学内容更具系统性、新颖性和可操作性，满足酒店管理 专业人才培养

48、目标的教学要求，充分反映最新的科研动态和酒店企业实践新成果，有效地帮助教师 授课和学生再学习，对知识的理解和掌握更有帮助。The textbook system with four tasks as the center and situational units as the main structure should be established to absorb and update knowledge points and skill points and compile appropriate textbooks and practical training instruction

49、 task lists. It breaks the single, flat and static teaching material presentation form, which is dominated by paper, and becomes the form of three-dimensional, dynamic and static combination and various media combination. Strengthen the construction of teaching materials, pay attention to the forwar

50、d-looking, practical and systematic content of teaching materials, organize the compilation of high-quality nhotel service etiquette1 teaching materials, pay attention to the construction of teaching materials and constantly updated system. The compilation of textbooks is more reasonable in structur

51、e, more complete in system, more systematic, innovative and operable in teaching content. They meet the teaching requirements of the training objectives of hotel management professionals, fully reflect the latest scientific research trends and new achievements of hotel enterprises practice, effectiv

52、ely help teachers teach and students learn again, and are more helpful for understanding and mastering knowledge.(三)教学方法Teaching method18本课程在教学过程中，要突出学生的主体地位和教师的引导作用，努力倡导启发式、探究式、 开放式教学。要从学生的认知和能力结构特点出发，创设有助于学生自主学习的问题情境，引导学 生积极思考、探索、参与、交流，激发学生的学习潜能，鼓励学生大胆创新与实践，促进学生在教 师指导下主动地、富有个性地学习。在课堂授课和实践教学中可以灵活运用

53、以下教学方法：This course is in the process of teaching, this course should highlight the subject status of students and the guiding role of teachers, and strive to advocate heuristic, inquiring and open teaching. We should start from the characteristics of students cognition and ability structure, create

54、problem situations that help students to learn independently, guide students to think actively, explore, participate and communicate, stimulate students learning potential, encourage students to be bold in innovation and practice, and promote students to learn actively and personally under the guida

55、nce of teachers. The following teaching methods can be flexibly used in classroom teaching and practical teaching:.探究式教学法Inquiry teaching method该方法旨在激发学生主动观察、思考、阅读、动手的学习兴趣，进而分析、总结客观规律，既 牢固掌握所学知识，又培养学生独立分析和解决问题的能力。该方法可用于本课程的理论教学中， 由教师事先提出先导问题，引导学生课后观察、现场印证或查阅资料，然后进行课堂讨论、分析得 出答案。该教学方法使学生成为教学活动的主体，形成了学

56、生自主学习、研究性学习和开放性学习 的气氛。This method aims to stimulate the learning interest of students in active observation, thinking, reading and practice, and then analyze and summarize the objective laws. The students not only firmly grasp the knowledge learned, but also cultivates the ability to analyze and sol

57、ve problems independently. This method can be used in the theoretical teaching of this course, where the teacher raises the leading questions in advance, guides the students to observe, verify on the spot or consult materials after class, and then carries out classroom discussion and analysis to get

58、 the answers. This teaching method makes students become the main body of teaching activities and forms the atmosphere of students independent learning, research-based learning and open learning.案例教学法IL Case teaching method在课堂授课时，通过典型饭店岗位的案例教学（如处理投诉实例、通联礼仪实例、饭店服务要 点等）为学生提供一种借鉴和引伸的范例，即丰富了教学内容，加深了学生对所

59、学知识的理解，同 时也丰富了学生的感性认识，激发了学生的学习兴趣，增强了学生的经验积累。19 high-skilled talents, through the perspective of social, professional, integration of teaching content, shape students, professional image, cultivate their interpersonal etiquette, international concierge and students* professional quality.课程内容与职业养成训练紧密

60、结合，教学更加具有针对性The course content is closely combined with vocational training, and the teaching is more targeted.课程内容强调职业能力和职业素养，课程设计重在帮助学生提高个人职业形象，增强人际交往 能力，培养良好的职业气质，从而为学生的职业生涯开展奠定良好职业基础。本课程在新生入学第 一学期开展教学，教学过程中要求学生老师着职业装进课堂，学期末组织学生开展礼仪展演活动， 在学校还可以通过组织学生参加礼仪服务工程、校园职业文化气氛营造等多元途径，使礼仪知识得 以实践。最后通过学生到企业的顶