酒店礼貌、礼节、仪容、仪表培训资料_20150502_120344（Hotel courtesy, courtesy, grooming and instrument training materials _20150502_120344）.doc

酒店礼貌、礼节、仪容、仪表培训资料120344（Hotel courtesy, courtesy, grooming and instrument training materials 120344） The definition and content, manners, etiquette, etiquette (etiquette, courtesy is the hotel employees through a certain language, behavior and program to guests expressed respect, enthusiasm and courtesy: Thanks) 1.? Is a ritual to respect others, but also to pay tribute to collectively, respectful attitude, courtesy is formed by custom???????? etiquette, manners are: face, politeness is ethics between people. 2.???????: Etiquette refers to the mutual respect between people form, by the way of getting along with people the rules and patterns of people in public places, manners, style and clothing????. 3.??? Etiquette: a gradual change from customs and traditions, followed by special provisions, such as bowing, hugging, etc.. Includes dressing, grooming, posture, graduation, and behavior. ? What are the main features of courtesy service in two and two? 1、主要表现在：语言文明、态度文明、工作文明 2、常用礼貌文明用 ： 1）您好，欢迎光临 2）请问您几位，是否有预定 3）请跟我来 4）很抱歉让您久等了 5）请您多多包涵 6）请多关照 7）真是抱歉耽误了您很长时间 8）您还需要别的吗 9）??? 我能为您做些什么吗 10）????????????? 很高兴为您服务 11）????????????? 请您多提宝贵意见 12）????????????? 请您随我到收银处结帐好吗 13）????????????? 请问您对我的服务还满意吗 14）????????????? 谢谢光临，请慢走。 15)??????? You go, welcome next time. Three?, Five four three love is what? 1.??????? Civilized, polite, hygiene, morality, order 2.??????? Beauty, beautiful environment, inner beauty and beauty of language 3.??????? Love, love, love their work, the hotel service four customers? Consciousness: 1, so that every guest here consumer satisfaction. 2, the hotels hardware facilities are important, and more importantly, depending on the staffs high quality, high efficiency, high level of service awareness, so we must have a comprehensive, unified, standard service awareness training. Five. Strictly abide by the operation etiquette and operation standard in the service 1????? No smoking, no snacks. 2,??????????? Two, the workplace keep quie