中、英文服务礼仪修练

酒店礼仪HotelEtiqutteTraining1Content

目录

Thebasicconnotationofetiquette礼仪基本内涵Hoteletiquettetraining酒店礼仪2Theoriginofetiquette

礼仪的来源

法庭上的通行证Courtpass

人际交往通行证Humancommunicatedpass“握手礼”的起源Theoriginofthebehaviorofhandshake3Theconnotationofetiquette

礼仪的内涵礼仪Etiquette谦恭有礼的言谈举止CourteousBehavior教养、规矩、礼节EducationandProprietyisceremony仪式、典礼、习俗等ThecustomofCeremonyandrite西方

Occidental

4Theconnotationofetiquette

礼仪的内涵礼政治制度Politicalsystem礼貌礼节Manners礼物Present东方Oriental仪准则、法度Rulesandstatute仪式、礼节Ceremony仪容、仪表Appearance5CComingintotheformalwordofsuccessfulperson走进成功者的礼仪世界

人生的起点人生的终点

Vigorous

Common

LugubriousA代表轰轰烈烈

B代表平平凡凡

C代表凄凄惨惨ABThestartingpointoflifeTheendpointoflife6Comingintotheformalwordofsuccessfulperson走进成功者的礼仪世界罗斯福总统与爱丽诺夫人7Comingintotheformalwordofsuccessfulperson走进成功者的礼仪世界8Theconnotationofetiquette

礼仪的内涵Theconnotationofprotocolistherulesandstatuteswhichareformedinthesocialcommunity，therulesandorderswhichareboundbypeopletogether，anditisusedtobindpeople,sdesire,soastoachievethegoalofharmonyofhumancommunication.

约定俗成,共同遵守的行为准则／道德规范／秩序；约束人类欲望，实现人际关系的和谐．

MannersEtiquetteAppearanceCeremony具体表现：礼貌、礼节、仪表、仪式

律己敬人

9

Etiquetteiscomprehensivereflectionofpersonalquality

礼仪是个人素养的综合体现Appropriateclothing得体的衣着Refinementofmanners

文雅的举止Appropriategreeting恰当的问候Refinedandcourteousbehavior彬彬有礼的行为Etiquetteisamirrorthatcanreflectyourself-----Goethe

“礼仪是反映自己的镜子”——歌德

10Etiquetteiscomprehensivereflectionofpersonalquality

礼仪是个人素养的综合体现11Etiquetteiscomprehensivereflectionofpersonalquality

礼仪是个人素养的综合体现12Thefarfrometiquette,thefarfromsuccess

离礼仪有多远，离成功就有多远

Kennedy肯尼迪49.9:49.6尼克松NixonTheslightdifferencesofvoteinthehistoryofUSApresidentelection13Theprincipleofetiquette

礼仪的原则Theprincipleofequality

平等Theprincipleofgoodfaith

诚实Theprincipleoftolerance

宽容Theprincipleofself-discipline

自律14Theprincipleofetiquette

礼仪的原则15Theprincipleofetiquette

礼仪的原则萧伯纳16Theprincipleofetiquette

礼仪的原则17Theprincipleofetiquette

礼仪的原则18Theprincipleofetiquette

礼仪的原则19Theeffectofetiquette

礼仪的作用Thecountrywhichpaymoreattentiononetiquettewillbeprosperousandstrong

国尚礼则国昌

Thefamilywhichpaymoreattentiononetiquettewillbelarger

家尚礼则家大Thebodywhichpaymoreattentiononetiquettewillbecorrectitude

身尚礼则身正

Theheart

whichpaymoreattentiononetiquettewillbecalm

心尚礼则心泰

20

Thecountryofetiquette

礼仪之邦Nowatchingwithoutproperetiquette

非礼勿视Nolisteningwithoutproperetiquette

非礼勿听Nospeakingwithoutproperetiquette非礼勿言Notouching

withoutproperetiquette非礼勿动21

看Looking听Listening笑Smiling说Speaking形BehavingFiveitemsofhoteltraining酒店礼仪五项修炼22

Etiquetteofwatching

“看”的礼仪ThreeareasFourdistances三个区域

:

四个距离:

Closedistances

亲密距离

Socialcommunicateddistances

社交距离

Businessdistances

公务距离

Publicdistances

公众距离

Businessareas

公务区域Socialcommunicatedareas

社交区域Closeareas亲密区域23Etiquetteoflistening

“听”的礼仪深层次的听deeplylevelsoflistening24Etiquetteofsmiling

“笑”的礼仪25Smiletraining

Don,tpronounceandgrinbutmoveyourcornersofmouthupwards

1、不发音、嘴角向上微提Pronouncing“Yi”2、念“一”Moutheyesexpressionshouldbecoordinated3、口、眼、神协调Smile、Language4、微笑+语言Smile、BehavingAppearancewithposture5、微笑+仪表、体态26Etiquetteofsmiling

“笑”的礼仪27Whose

smileisthemostbeautiful看看谁的微笑最美？Interactivesmile

互动微笑28Etiquetteofspeaking

“说”的礼仪Goodwordsmakepeoplefeelwarmeveninthecoldestday“良言一句三冬暧”Abuse

wordsmakepeoplefeelcoldeveninthehottestday“恶语伤人六月寒”29Etiquetteofspeaking

“说”的礼仪拿破仑约瑟芬30Etiquetteofspeaking

“说”的礼仪上海希尔顿酒店屋顶花园餐厅31Etiquetteofhotelbehaving

酒店“形”的礼仪TheprincipleofTPO着装ＴＰＯ原则Appearance仪表Looks仪容Manner仪态(无声>有声)32NoTouchingWithoutProperEtiquette非礼勿行(无声>有声)33内化于心的12种品德忠诚——衷心者不遭解雇敬业——每天比上司多做一些自动自发——不要事事等人交代负责——绝对没有借口，保证完成任务注重效率——算算你的使用成本结果导向——咬定功劳，不看苦劳34内化于心的12种品德善于沟通——当