2023学年完整公开课版仪容仪态

职业教育国际邮轮乘务管理专业教学资源库《邮轮运营服务职业技能证培训（初）》（任务项目-餐厅服务）学校：大连泽软信息技术有限公司授课老师：罗琳仪容仪态AppearanceandManner专业和整洁的外观形象Professionalandhygienicappearance你给人留下的外观形象和第一印象反映出了餐饮企业的卫生标准和对客服务的服务质量。所有员工要记住下列几项条款，并且作为个人工作守则，确保能够运用到实际工作中。Howyoulookandthefirstimpressionsyoucreateareseenasareflectionofthehygienestandardsofyourestablishmentandthequalityofservicetocome.Allstaffshouldbeawareofthefactorslistedbelowanditistheirindividualresponsibilitytoensurethattheyareputintopractice.员工的身体要保持洁净，可以使用香体产品（但气味不要太过浓郁）。Staffshouldbecleanandshouldusedeodorants(butnotstrongsmellingones).使用的润肤露和香水气味不能太浓（可能会影响到给顾客上菜时菜肴的味道）。Aftershaveandperfumesshouldnotbetoostrong(asthismayhaveadetrimentaleffectonthecustomer’spalate).要有充足的睡眠，摄取有益健康而适当的饮食。经常锻炼身体是健康的保证，能够让自己以充沛的体能面对紧张的工作压力。Sufficientsleep,anadequateandhealthyintakeoffoodandregularexerciseisessentialforgoodhealthandtheabilitytocopewiththepressuresandstressofwork.专业和整洁的外观形象Professionalandhygienicappearance对自己的双手更要给予特别关注。无论何时都要保持洁净，没有抽烟之后留下的尼古丁污迹，指甲保持洁净、修剪整齐。Particularattentionshouldbepaidtothehands.Theymustalwaysbeclean,freeofnicotinestainsandwithclean,well-trimmednails.男服务员胡须要剃干净，或者将胡须修剪整齐。Menshouldnormallybeclean-shavenorwithanymoustacheorbeardneatlytrimmed.女服务员只化淡妆。如果要涂指甲油，只涂透明无色的。Womenshouldonlywearlightmake-up.Ifnailvarnishiswornthenitshouldbeclear.除了针形耳环和枕形耳环以外不佩戴其他样式的耳环。Earringsshouldnotbewornwiththepossibleexceptionofstuds/sleepers.专业和整洁的外观形象Professionalandhygienicappearance工装要干净、整洁，合体而笔挺，所有纽扣要齐全。Uniformshouldbeclean,starchedasappropriateandneatlypressed.Allbuttonsmustbepresent.头发必须干净并梳理整齐。长发必须扎起或盘起，以避免掉落到食物和饮料里，并避免用手指去反复整理头发。Hairmustbecleanandwellgroomed.Longhairmustbetieduporbacktoavoidhairsfallingintofoodsanddrinksandtoavoidrepeatedhandlingofthehair.鞋子要舒适而洁净，样式要简单、平整。穿着安全、足感舒适的鞋子本身比样式更加重要。Shoesmustbecomfortableandclean,andofaplain,neatdesign.Fashionisnotasimportanthereassafetyandfootcomfort.专业和整洁的外观形象Professionalandhygienicappearance上班之前要刷牙。Teethshouldbebrushedimmediatelybeforecomingonduty.割伤和烧伤处应用防水胶带包扎好。Cutsandburnsshouldbecoveredwithwaterproofdressings.任何感冒和其他传染性疾病应立即报告给上级。Anycoldsorotherpossibleinfectionsshouldbereportedimmediately.上洗手间、吸烟或处理完垃圾之后，要立即洗手。洗手时要使用热水和肥皂。Handsshouldbewashedimmediatelyafterusingthetoilet,smokingordealingwithrefuse.Hotwaterandsoapmustbeused.员工要尽量避免那些不良习惯，例如：用手指梳理头发，嚼口香糖或者抓耳挠腮。Staffshouldtrytoavoidanymannerismstheymayhave,suchasrunningtheirfingersthroughtheirhair,chewinggumorscratchingtheirface.要遵循餐饮企业的管理规定。不佩戴过多的首饰。Excessivejewelleryshouldnotbeworn.Theestablishmentpolicyshouldbefollowed.站姿Standingposture（1）应自然挺拔，不可僵硬呆板，两眼平视前方Thestandingpostureshouldbenaturalandupright，notstiff，lookingstraightahead.（2）身体直立，应把重心放在两脚中间，男员工双脚自然分开，基本与肩同宽，女员工则双脚自然并拢。Thebodyshouldbeupright.Malestaff＇sfeetarenaturallyseparatedtokeeptheshoulder-widthapart.Femalestaffclosetheirfeetnaturally.（3）挺胸收腹，两肩放平。Keepyourshouldersflat，chestslightlyoutandabdomenin.（4）餐饮服务员双手应自然交叉在前，右手轻握左手的手腕。Therestaurantservicepersonnelshouldcrosshandsnaturally，withtherighthandholdingthelefthand＇swrist.（5）站立时双手不可抱在胸前、又腰，双手不可插在口袋中。Nevercrossyourarmsonyourchestorstandakimbo，andalsodonotputthehandsinyourpockets.走姿Walkingposture（1）行走时上体要保持正直，身体重心可稍向前倾头部要端正，双目平视，肩部放松。Whilewalking，keepyourbodyuprightandleanslightlyforward.Keeptheheadupright，lookstraightaheadandrelaxyourshoulders.（2）两臂自然摆动，行走时步伐要轻稳。Wiggletwoarmsnaturall