《酒店服务礼仪》双语课程标准

《酒店服务礼仪》双语课程标准CourseStandardofHotelServiceEtiquette课程名称：酒店服务礼仪HotelServiceEtiquette适用专业：酒店管理HotelManagementmajor一、课程性质和任务NatureandTasksoftheCourse（一）课程性质NatureoftheCourse《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意义。TheHotelServiceEtiquetteismainlytargetedatstudentsstudyinghotelmanagementinvocationalcolleges。Thetotalcoursehouris38hours。Thisisahighlypracticalandprofessionalentrylevelcourse。Theaimistobuildstudents’professionalimagesandformtheirprofessionaletiquettehabits，thenimprovestudents’professionalaccomplishment。Thiscourseisofpracticalsignificancetothecultivationofstudents'serviceconsciousness。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，更好地胜任酒店职业岗位工作。Throughmultimediateaching，cosmetictrainingrooms，body—shapingtrainingrooms，rehearsalinscenariosimulationandon—linestudy，studentsgaintheconsciousnessofpolitenessofservice，havegoodetiquettesanddevelopgoodetiquettehabits，andcanapplyflexiblyandaccuratelyaccordingtotheactualsituation。CommunicateappropriatelywithguestswithgoodpersonalstyleandgetbettercompetenceforHotelProfessionalPosition。（二）课程标准设计思路DesignIdeaofCourseStandard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、人际交往礼仪、国际礼宾礼仪、培养专业学生的职业素养为目标。ThiscourseisaprofessionalbasiccourseforfreshmenmajoringinHotelmanagementwhichincludesfourmodulesofhotelservicesceneetiquette。Startingfromthetrainingrequirementofhigh—qualityandhigh—skilledtalents，throughtheperspectiveofsocial，professional，integrationofteachingcontent，shapestudents’professionalimage，cultivatetheirinterpersonaletiquette，internationalconciergeandstudents'professionalquality。1.课程内容与职业养成训练紧密结合，教学更加具有针对性1.Thecoursecontentiscloselycombinedwithvocationaltraining，andtheteachingismoretargeted。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发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项目、校园职业文化氛围营造等多元途径，使礼仪知识得以实践。最后通过学生到企业的顶岗实践使职业养成教育成果得以巩固和强化。Thecontentofthecourseemphasizesprofessionalabilityandquality，andthecoursedesignfocusesonhelpingstudentsimprovetheirpersonalprofessionalimage，enhancetheirinterpersonalskills，andcultivategoodprofessionaltemperament，soastolayagoodcareerfoundationforstudents'careerdevelopment。Thiscoursecarriesoutteachinginthefirstsemesteroffreshmen'sentrance。Intheprocessofteaching，studentsandteachersarerequiredtowearprofessionalclothesintotheclassroom。Attheendofthesemester，studentsareorganizedtocarryoutetiquetteexhibitions。Inschools，etiquetteknowledgecanbepracticedbyorganizingstudentstoparticipateinetiquetteserviceprojectsandcreatingaprofessionalandculturalatmosphereoncampus。Finally，throughthepracticeofstudentsinenterprises，theachievementofvocationaleducationcanbeconsolidatedandstrengthened。2.将知识点、技能要求与具体工作任务联系起来，突出知识与技能要求的岗位针对性2.Connectingknowledgepointsandskillsrequirementswithspecifictasks，highlightingthepositionpertinenceofknowledgeandskillsrequirements。本课程与浙江南苑集团合作进行基于酒店人的实际工作开发与设计课程，充分体现职业性、实践性和开放性。强调所有知识点和技能点在实际工作中的综合应用，尤其是酒店服务礼仪项目来自企业工作实际，项目强调实践教学环节，对知识点的选择进行更深层次的思考和改革，帮助学生实现所学知识的整合与职业能力的全面提高，使学生对未来就业岗位建立全面的认识，给学生未来岗位能力的形成打下坚实的基础。ThiscoursecooperateswithZhejiangNanyuanGroupanditisdevelopedanddesignedbasedontheactualoperationsofthehotel，whichfullyreflectstheprofessionalism，practicalityandopenness。Emphasisonalltheknowledgeandskillpointscomprehensiveapplicationinpracticalwork，especiallythehotelserviceetiquettefromthepracticeofenterprisework。Theprojectemphasizesthepracticeteachingsteps，carriesonthedeeperthinkingandreformontheselectionofknowledge，helpsstudentstorealizetheintegrationofknowledgeandimproveprofessionalability，letthestudentsestablishacomprehensiveunderstandingonfuturejobs，layasolidfoundationontheformationofstudents'futurejobability。本课程实践教学注重课堂实训与课外活动相结合，校内实训与校外实习相结合。把教学活动分解设计成若干情境，通过情境教学、模拟演练、角色扮演、案例分析等形式来开展教学。Thepracticalteachingofthiscoursepaysattentiontothecombinationofclassroompracticeandextracurricularactivities，andthecombinationofIntramuralPracticeandextramuralpractice。Theteachingactivitiesaredecomposedintoseveralsituations，andtheteachingiscarriedoutbymeansofsituationalteaching，simulationexercise，roleplaying，caseanalysisandotherforms。（三）课程任务（III）Coursetasks按照“以职业养成训练为主线，以情境教学为主体的模块化专业课程体系”的总体设计要求，以社会人、职业人的礼仪素养为中心构建课程体系。紧紧围绕酒店实际工作需要来选择和组织课程内容，同时根据后续课程的衔接和酒店各部门职业岗位的需求，在教学内容的安排上以必需够用为度，统筹考虑来选取教学内容。突出工作任务与知识的联系，让学生在职业实践活动的基础上掌握知识，增强课程内容与职业岗位能力要求的相关性，提高学生的职业能力。Accordingtotheoveralldesignrequirementof“modularprofessionalcurriculumsystemwithvocationaltrainingasthemainlineandsituationalteachingasthetheme”，thecurriculumsystemisconstructedwithsocialandprofessionals’etiquetteliteracyasthecenter。Centerontheactualneedsofthehotel，selectandorganizethecoursecontent，inaccordancewiththefollow—upcurriculumconvergenceandtheneedsofthehoteldepartments'occupationalpositions，prepareknowledgeforteachingonthedegreeofadequacy，selecttheteachingcontentwithoverallconsideration。Highlighttheconnectionbetweenworktasksandknowledge，enablestudentstomasterknowledgeonthebasisofvocationalpracticeactivities，enhancetherelevanceofcoursecontentandvocationalpostabilityrequirements，andimprovestudents'vocationalability。设计构建了“职业形象的塑造——人际交往礼仪交往能力的培养——国际礼宾礼仪的掌握——酒店服务品质的提升”四大课程教学任务，共14个教学情境，基本覆盖了专业相关技术领域职业岗位的任职要求，并注意兼顾学生可持续发展需要。依据工作任务完成的需要、高等职业院校学生的学习特点和职业能力形成的规律，确定课程的知识、技能等内容。Fourteachingtasksaredesignedandconstructed，whichare“thecultivationofprofessionalimage，thecultivationofinterpersonaletiquetteandcommunicationability，themasteryofinternationalprotocolandetiquette，andtheimprovementofhotelservicequality”。Thereare14teachingsituations，whichbasicallycovertherequirementsofprofessionalpostsinrelevanttechnicalfields，andpayattentiontothesustainabledevelopmentneedsofstudents。Accordingtotheneedsofaccomplishingworktasks，thelearningcharacteristicsofstudentsinHigherVocationalCollegesandthelawofformingvocationalabilities，theknowledgeandskillsofthecoursesaredetermined。教学内容设置始终围绕课程目标，以强化职业素养培养为主线，根据社会、行业发展，与企业密切合作开发课程，理论知识“必须够用”不一定考虑知识的系统性。加强实训、实习等实践教学环节设计，并且开发了教学内容有助学生全面地提高人际交往能力，掌握一般社交通用性礼仪要求和酒店典型岗位服务礼仪规范，具有很强的针对性和适用性。同时，也为学生课程后续专业课学习、个人自我完善和未来职业生涯发展奠定良好的基础。Thecontentofcourseisalwayssetaroundthecurriculumobjectives，withtheemphasisonstrengtheningthecultivationofvocationalliteracyasthemainline。Developcoursesaccordingtothedevelopmentofsocietyandindustry，andinclosecooperationwithenterprises。Theoreticalknowledge“mustbesufficient”doesnotnecessarilytakeintoaccountthesystematismsofknowledge。Strengthenthedesignofpracticalteachinglinks，suchastrainingandpractice，anddevelopteachingcontentstohelpstudentsimprovetheirinterpersonalskillsinanall—roundway，graspthegeneralsocialetiquetterequirementsandserviceetiquettestandardsoftypicalhotelposts，whichhavestrongpertinenceandapplicability。Atthesametime，italsolaysagoodfoundationforstudents'follow—upstudyofprofessionalcourses，personalself—improvementandfuturecareerdevelopment。二、课程目标II。Courseobjectives本课程以职业素养的培养为核心，培养学生从事饭店服务和基层管理工作的礼仪技能与规范。将学生培养成为“有端庄大方的仪表、有优雅得体的举止、有诚恳谦逊的人格、有善良美好的心灵”——具有良好的个人修养、职业风范及行业适应性的高素质酒店人才。Thecoreofthiscourseisacultivationofprofessionalquality：tocultivatestudents'etiquetteskillsandnormsinhotelserviceandgrass—rootsmanagement。Studentswillbetrainedtobe“dignifiedandgenerousappearance，elegantanddecentbehavior，asincereandhumblepersonality，agoodheart”——withgoodpersonalcultivation，professionalstyleandindustryadaptabilityofhigh—qualityhoteltalents。（一）职业知识目标（I）ProfessionalKnowledgeObjectives通过对服务礼仪基础知识的讲解，使学生了解礼仪的内涵、原则、特点，掌握相关的酒店行业的礼仪接待知识与操作标准。Explainthebasicknowledgeofserviceetiquette；makestudentsunderstandtheconnotation，principlesandcharacteristicsofetiquette；mastertherelevanthotelindustryetiquettereceptionknowledgeandoperatingstandards。（二）职业技能目标（II）ProfessionalSkillsObjectives教学内容有助学生全面地提高人际交往能力，掌握一般社交通用性礼仪要求和酒店行业典型岗位服务礼仪规范，具有很强的针对性和适用性。同时，也为学生课程后续专业课学习、个人自我完善和未来职业生涯发展奠定良好的基础。Theteachingcontentcanhelpstudentsimprovetheirinterpersonalskillscomprehensively，mastertherequirementsofgeneralsocialetiquetteandtheserviceetiquettenormsoftypicalpositionsinthehotelindustry，withstrongpertinenceandapplicability。Atthesametime，italsolaysagoodfoundationforstudents'follow—upstudyofprofessionalcourses，personalself—improvementandfuturecareerdevelopment。（三）职业素质目标（III）ProfessionalQualityObjectives通过企业真实任务的项目实践，能爱岗敬业、热情主动的工作态度，养成遵守操作规程，能认真负责、实事求是、坚持原则、一丝不苟地依据服务标准进行实践操作，并在工作实践中能遵守劳动纪律，注意安全，具备良好的敬业精神和协作精神，具有良好的接人待物、察言观色等职业素质，具备良好的服务礼仪、礼貌，具有较好的服务意识，具有职业敏感性，具有一定的创造力，具备成本意识，具有较强的应变能力和部门间的协调能力，坚持努力学习，不断提高自身可持续发展的基础理论水平和操作技能，形成良好的职业素养和勤奋工作的基本素质。Throughtheprojectpracticeofenterprise'srealtask，studentsmaylovethejob，bededicated，beenthusiasticandactiveinworkingattitude，andcultivateacompliancewithoperatingrules；alsocanbeseriousandresponsible，seektruthfromfacts，adheretotheprinciples，practicemeticulouslyaccordingtotheservicestandards，canobservelabordisciplineintheworkpractice，payattentiontosafety，withagoodprofessionaldedicationandcollaborationspirit。Oneshouldalsohavegoodprofessionalqualities，suchasreceivingpeopleandthings，examiningaman'slanguageandobservinghiscountenance，havegoodserviceetiquetteandcourtesy，havegoodserviceconsciousness，haveprofessionalsensitivity，havecertaincreativity，havecostconsciousness，haveastrongadaptabilityandcoordinationabilitybetweendepartments，insistonstudyinghard，constantlyimprovethebasictheoreticallevelandoperationalskillsoftheirsustainabledevelopment，andformagoodprofessionalqualityandthebasicqualityofhardwork。（四）课程内容标准和要求Coursecontents’standardandrequirement1.课程内容安排表CourseContentSchedule任务一职业形象塑造：14课时任务二人际交往礼仪：8课时任务三国际礼宾礼仪：4课时任务四酒店服务情景礼仪：12课时TaskOneProfessionalImageBuilding14hoursTaskTwoInterpersonalEtiquette8hoursTaskThreeInternationalProtocol，&GlobalEtiquette4hoursTaskFourHotelServiceSituationalEtiquette12hours序号No。项目名称UnitTitle学时Hours任务一TaskOne职业形象塑造ProfessionalImageBuilding情境一：礼仪意识养成ScenarioI：formationofEtiquetteConsciousness2情境二：妆容形象设计ScenarioII：Makeup&ImageDesign4情境三：仪态举止塑造ScenarioIII：ModelingofMannersandBehaviors6情境四：服饰搭配训练ScenarioⅣ：Dresscollocation2任务二TaskTwo人际交往礼仪InterpersonalEtiquette情境五：见面与交谈礼仪ScenarioⅤ：MeetingandConversationEtiquette2情境六：拜访与馈赠礼仪ScenarioⅥ：VisitandGift—givingEtiquette2情境七：接待与宴请礼仪ScenarioⅦ：ReceptionandBanquetEtiquette2情境八：通联礼仪ScenarioⅧ：Communicationetiquette2任务三TaskThree国际礼宾礼仪InternationalProtocol，&GlobalEtiquette情境九：国际礼宾次序ScenarioⅨ：InternationalProtocolOrder2情境十：仪式活动礼仪ScenarioⅩ：Ritualactivitiesetiquette2任务四TaskFour酒店服务情景礼仪HotelServiceSituationalEtiquette情境十一：前厅服务情景礼仪ScenarioⅪ：SituationalEtiquetteofFrontOfficeService4情境十二：餐饮服务情景礼仪ScenarioⅫ：Situationaletiquetteofcateringservice4情境十三：客房服务情景礼仪ScenarioXIII：Situationaletiquetteofroomservice2情境十四：会议服务情景礼仪ScenarioXIV：SituationalEtiquetteofConferenceServices22.课程内容标准与要求Coursecontentsstandardsandrequirements编号No能力训练项目名称TitleofCompetencetrainingprogram拟实现的能力目标Capacityobjectivestobeachieved相关支撑知识Relevantsupportingknowledge1情境一：礼仪意识的养成ScenarioI：formationofEtiquetteConsciousness培养学生职业礼仪意识，激发学生学习礼仪知识的兴趣。Cultivatingstudents'professionaletiquetteconsciousness；stimulatestudents'interestinlearningetiquetteknowledge.1）掌握礼仪的本质与内涵2）掌握现代礼仪的特点；3）掌握现代礼仪的基本原则；4）了解礼仪的起源与发展；5）掌握东、西方礼仪及其特点。1.MasteringtheEssenceandConnotationofEtiquette；2.Graspthecharacteristicsofmodernetiquette；3.Graspthebasicetiquetterules；4.UnderstandtheoriginanddevelopmentofEtiquette；5.MasteringtheeasternandwesternetiquettesandtheirCharacteristics2情境二：妆容形象设计ScenarioII：Makeup&ImageDesign1）能够掌握化妆的基本技能和程序2）能够在10分钟内完成职业淡妆的化妆3）根据自身脸型选择适宜自身的发型1.havesomebasicmake—upskillsandprocedures；2.canfinishprofessionalmakeupintenminutes；3.Chooseone’sownhairstyleaccordingtoone’sfaceshape。1）了解面部化妆和发型修饰的基本原则和方法2）掌握酒店职业岗位的仪容规范和要求1.graspthebasicrulesofmakeupandhairdressing；2.graspthestandardsandrequirementsforhotelprofessionalappearance3情境三：仪态举止塑造ScenarioIII：ModelingofMannersandBehaviors1）掌握各种站姿的标准和训练方法2）掌握各种坐姿的标准和训练方法3）掌握各种走姿的标准和训练方法4）掌握各种蹲姿的标准和训练方法5）掌握各种服务手势的标准和训练方法6）掌握各种眼神的标准和训练方法7）掌握微笑的标准和训练方法1.Masteringthestandardsandtrainingmethodsofvariousstandingpostures；2.Masteringthestandardsandtrainingmethodsofvarioussittingpostures；3.Masteringthestandardsandtrainingmethodsofvariouswalkingpostures；4.Masteringthestandardsandtrainingmethodsofvarioussquatspostures；5.Masteringthestandardsandtrainingmethodsofvariousservicegesture；6.Masteringthestandardsandtrainingmethodsofvariousexpressioninone'seye（s）7.Masteringthestandardsandtrainingmethodsofsmile。1）掌握站姿、坐姿、走姿、蹲姿态的礼仪规范。2）掌握各种手势的规范使用3）熟悉表情礼仪的规范。4）学习酒店服务意识，培养诚挚的服务态度。1.Mastertherulesofetiquetteonstandingpostures，sittingpostures，walkingpostures，squatspostures；2.Mastervariousservicegestures；3.Familiarwithexpressionetiquette；4.Havehotelserviceconsciousness；developsincereserviceattitude。4情境四：仪表礼仪ScenarioⅣ：Dresscollocation1）掌握酒店服务人员服饰搭配的基本礼仪规范2）掌握根据不同的场合能够进行服饰的合理搭配3）能够熟练掌握系领带和丝巾的方法1.Graspdressmannersandrulesofhotelattendants；2.Canreasonablymatchdressesaccordingtodifferentoccasions；3.Learntoputonatieandtieaneckscarf。1）掌握酒店职业岗位的仪表规范和要求2）能够掌握着装的TPO和整体协调原则。3）掌握饰品佩戴的基本原则1.graspthestandardsandrequirementsforhotelprofessionalappearance；2.masterprinciplesofclothingandtheprincipleofoverallcoordination；3.Masterbasicrulesofjewelrywearing5情境五：见面与交谈礼仪ScenarioⅤ：MeetingandConversationEtiquette1）能够根据不同的交往对象选择恰当称呼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1.Choosetherighttitleaccordingtodifferentpersons；2.sendone'sgreetingsaccordingtodifferentpersons；3.introducecorrectlyaccordingtodifferentsituations；4.graspthebasicmethodofbusinesscardtransfer；5.grasptherightmethodofhandshaking；6.graspthedegree，normandorderofbowingetiquette；7.graspstandardofsalute：salutewithputtingpalmstogetherandfistandpalmsalute；8.graspstandardofhugsandkisses；9.graspspeechskillsandetiquettestandards。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注意事项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）了解交谈的基本原则和注意事项10）掌握商务谈判的语言技巧1.Familiarwiththesalutationrules；2.Familiarwiththegeneralrulesandnormsofgreetings；3.Knowsthebasicorderforintroduction；4.Understandthespecificationsandfunctionsofbusinesscards，familiarwiththeprocedureofreceivingbusinesscards；5.Mastertherulesofhandshakeetiquetteandsomedosanddon'ts。6.Mastertherulesofbowingetiquetteandthemeaningofbowdegree；7.Knowthespecificationsonthesalutewithputtingpalmstogetherandfistandpalmsalute；8.grasptheproceduresandspecificationsonhugsandkisses；9.Graspspeechskillsandrelatedetiquettes。10.Grasplanguageskillsinbusinessnegotiation。6情境六：拜访与馈赠礼仪ScenarioⅥ：VisitandGift—givingEtiquette1）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据4）掌握赠送的礼仪规范和基本要求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1.Grasptherulesandrequirementsofvisitingetiquette；2.Beabletoengageinvisitingactivities；3.Grasptheselectiveruleofgifts；4.Mastertheetiquetteofpresentinggifts；5.Masteretiquetteforchoiceofflowers；6.Mastertheetiquetteofreceivingagift；7.Mastertheetiquetteofrefusingagift.1）掌握拜访的准备工作2）掌握拜访时的注意事项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1.Mastertherulesofpayingavisit。2.Grasppointsforattentionforpayingavisit。3.Skillfuluseofsixelementsofpresentinggifts。4.Mastertheetiquetteforsendingflowers；5.Mastertheetiquetteofreceivingagift；6.Decentrejectionofgifts。7情境七：接待与宴请礼仪ScenarioⅦ：ReceptionandBanquetEtiquette1）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1.Beabletocompletespecificreceptiontasks；2.Capableofconductingreceptionactivities；3.Masterdifferentspecificationsofgreetingetiquette；4.MasteringtheorganizationofChineseandWesternbanquets；5.Mastertherequirementsfordinneretiquette。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1.Mastertheproceduresandetiquetteofreception；2.Knowtheorganizationofreception；3.Mastertheetiquetteofwelcomingceremonyandseeaguestoff。4.Mastertheorganizationaletiquetteofbanquet；5.Mastertherequirementsfordinneretiquette。8情境八：通联礼仪ScenarioⅧ：Communicationetiquette1）正确掌握电话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）正确掌握收发传真、电子邮件的礼仪规范4）掌握信函和邀请函的撰写礼仪1.grasptheetiquetteandbasicrequirementsofansweringanddialingaphone；2.followanetiquetteofmobilephonesandshortmessages；3.grasptheetiquetteofsendingandreceivingfaxesande—mails；4.grasptheetiquetteofwritinglettersandinvitations1）熟悉使用电话、手机、电子邮件等通讯工具的基本礼仪Familiarwiththebasicetiquetteofusingtelephone，mobilephone，e—mailandothercommunicationtools9情境九：国际礼宾次序ScenarioⅨ：InternationalProtocolOrder1）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1.Beabletograspthecontentsofreceptionpreparationforforeignvisitorsandetiquetterequirementsforwelcomingforeignguests；2.Howtoarrangetheorderofprotocol；3.Masterthemethodofhangingthenationalflag.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）国旗悬挂的注意事项1.Receptionpreparationforforeignvisitors；2.Etiquetterequirementsforwelcomingforeignguests；3.Arrangementofprotocolorder；4.Mattersneedattentionforflagflying；10情境十：仪式活动礼仪ScenarioⅩ：Ritualactivitiesetiquette1）能掌握外事宴请的准备工作和任务的安排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1.Abletomasterthepreparationandtaskarrangementofforeignaffairsbanquet；2.Abilitytoarrange，locateandserveonsiteaccordingtositelayoutsandmeetingrequirements；3.Layoutandservicerequirementsforthesigningceremonysite；4.Mastertherequirementsofmedal—conferringceremony。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1.Basicrequirementsandpreparationtasksonforeignaffairsbanquet；2.Requirementsforthelayoutofmeetingplaces；3.Etiquetterequirementsforsigningandawardingceremonies。11情景十一：前厅服务礼仪ScenarioⅪ：SituationalEtiquetteofFrontOfficeService1）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）掌握总机电话服务礼仪、岗位电话礼仪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.Grasptheetiquetteofhallserviceonwelcomingguests；2.Mastertheetiquetteofconciergeopeningdoorandguardingroof；3.Mastertheetiquetteatthereceptiondesk；check—outcounter；etiquettesonquestioninglanguage，gestures，expressions，itemsdelivery；4.Mastertelephoneserviceetiquetteandposttelephoneetiquette；5.Masterthestandardofreceptionlanguageinbusinesscenter；alsotheetiquetteofhandgestures，expressions，delivery，etc。6.Grasptheconversationaletiquetteinhandlingcomplaints。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1）Familiarwiththedutiesofconciergeservice。2）Befamiliarwiththepostresponsibilitiesoffrontdeskservice。3）Befamiliarwiththeresponsibilitiesoftheswitchboardserviceposition。4）Familiarwiththepositionresponsibilitiesofthebusinesscenter。5）Familiarwiththedutiesofassistantmanagerinthelobby。12情境十二：餐饮服务礼仪ScenarioⅫ：Situationaletiquetteofcateringservice1）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1）Masterthegroomingrequirementsofcateringservicepersonnel。2）Canprovideservicewithasmileforguests。3）Beabletoproperlysaluteguestsaccordingtotheposition。4）Waitersandwaitressescanprovideacustomerserviceunderdifferentsituationswithetiquette，suchasgreetingguests，orderingfood，servingmeals，payingbillsandseeingoffguests。5）Correctuseofhonorificlanguageintheprocessofgreeting，ordering，dishes，drinks，check—outandseeingoffguests；6）Mastertheetiquetterequirementsforwelcomingandseeingoffguests.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则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ScenarioXIII：Situationaletiquetteofroomservice1）掌握客房服务人员的仪容仪表仪态要求2）掌握正确使用电话礼仪提供优质服务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1）Masterthegroomingandappearancerequirementsofroomservicestaff。2）Masterthecorrectuseoftelephoneetiquettetoprovidequalityservice3）Correctlymastertheetiquettenormsforenteringtheguestroom4）Correctlymasterthewayofgreetingmeetguestsonthestorey5）Mastertheetiquetteofroomdeliveryandlaundryservice6）Mastertheetiquetteandnormsforstudentstotidyandcleantheguestrooms1）了解客房业务知识2）熟悉客房楼层服务、房务中心服务员岗位的职责3）掌握向客人行礼、进入客房、送房服务的礼仪规范4）掌握房务中心电话接听、叫醒服务的礼仪规范1）Understandinghousekeepingbusinessknowledge2）FamiliarwithPCserviceandresponsibilitiesofhousekeepingservice3）Mastertheetiquettenormsforsalutingguests，enteringtheguestroomandroomdeliveryservice4）Mastertheetiquetteoftelephoneansweringandwake—upserviceintheroomservicecenter14情境十四：会议服务礼仪ScenarioXIV：SituationalEtiquetteofConferenceServices1）掌握会议服务人员仪容仪表仪态规范标准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1）Masterthestandardofmeetingservicepersonnel'sgroomingandappearance。2）Masterthemeeting’sshortmessageeditingetiquette，pick—upservice，andmeetingcheck—inetiquette。3）Canreasonablyarrangethesceneandseatsaccordingtotherequirementsofthemeeting。4）Befamiliarwithmeetingetiquette5）Mastertheetiquettenormsintheprocessofmeetingservice。6）Mastertheetiquetteandservicestandardsofawardceremonycorrectly。7）Mastertheguidanceandwalk—offetiquettestandard1）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则1）Familiarwiththebusinessknowledgeofconferencereceptionservice2）Befamiliarwiththecharacteristicsofconferencereceptionservice3）Masterthebasicprinciplesofconferenceservice三、课程实施建议III。Suggestionsoncurriculumimplementation（一）课程组织形式（I）TheFormofCourseOrganization1．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1.Payattentiontothecharacteristicsofstudents，extendthedepthofstudents'participation，andgivefullplaytotheroleofstudentsasthemainbodyoflearning。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。通过项目式课程内容体系与项目式教学法，提高学生学习的兴趣，让他们“有意义地”掌握这些知识，有效培养学生的能力。Theteachingofthecoursecontentpaysattentiontothecharacteristicsofthesourcestructureofhighervocationalstudents，givesfullplaytothemainroleofstudents，andarrangesthecoursecontentsequenceinthemodeof“frompracticetotheorytopractice”。Throughproject—basedcurriculumcontentsystemandproject—basedteachingmethod，students'interestinlearningisenhanced，sothattheycan“meaningfully”graspthisknowledgeandtrainstudents'abilityeffectively。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项目完成计划、还必须自我评价项目完成情况，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。Reformtraditionalteachingmethodinwhichpassivestudyisthemalady，arousethestudent'sstudyinterestandtheparticipationconsciousnessfully，andenhancethestudentoccupationability。Itisconducivetogivefullplaytotheroleofstudentsaslearningsubjects，andcultivatetheirself—studyability，observationability，hands—onability，researchandanalysisability，collaborationandmutualassistanceability，communicationandcommunicationability，lifeandsurvivalability。Intheprocessofteaching，studentsmustindependentlymakeprojectcompletionplansandevaluatetheprojectcompletionstatus，whichcancultivatestudents'independenceandinitiativeinwork。Introducerelevantorganizationsofhotelenterprisesintotheteachingprocessofthiscourse，givefullplaytotheroleofstudents'learningsubject，highlightthetrainingofetiquettevocationalabilityandthecombinationofworkandlifepractice，andimprovestudents'learninginterestandparticipationconsciousnesseffectively。2．教法与学法改革，探索以项目导向为主旨的“从实践到理论再到实践”教学模式Reformofteachingandlearning，explorationofproject—oriented“frompracticetotheorytopractice”teachingmode。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，努力提高教学质量。Theteachingmethodismainlybasedondifferentsituations，flexiblyusingoperationdemonstration，picturematerials，videoteaching，simulationtraining，caseanalysis，classdiscussionandotherteachingmethodstocarryouttheteachingreformofthissubject。Accordingtothenatureofthecourse，thecontentoftheteachingandthecharacteristicsofthestudents，thecreativeteachingdesign，theappropriateuseofnecessarymoderneducationaltechnologyandinformationresources，thesearchforappropriateteachingmethodstoorganizetheimplementationofresearch—basedclassroomteaching，andstrivetoimprovethequalityofteaching。学习引导上，以项目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兴趣。Intermsoflearningguidance，studentsshouldbeintegratedintotheprocessofcompletingmeaningfultasksintheformofprojectlearningmethod，sothattheycangainexperienceandlearnfromtheirownexperience，activelylearnandindependentlyconstructknowledge，andtaketheknowledgegeneratedbyrealisticandtheabilitycultivatedasthehighestachievementgoal。Inturn，elevatedabilitywillarousestudents’interestinlearning。（二）教材编写（II）Compilationoftextbooks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