某酒店礼貌礼仪手册(DOC 27页)
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资料简介：
一、.......维也纳3好连锁酒店服务理念.......3
1........服务的概念.......3
2........优质服务的10把金钥匙：.......4
3........优质服务的三个步骤.......4
4........服务准则.......4
5........温馨服务-“十五规范（10.5FL）”.......4
二、.......酒店服务礼仪的基本知识.......4
（一）........服饰仪容仪表.......5
1．.......着装的基本知识.......5
2．.......制服的穿着要求.......5
3．.......西服的穿着要求.......5
4．.......鞋袜的穿着要求.......5
5．.......饰品的佩戴要求.......6
（二）........仪容卫生的要求.......6
1........发型.......6
2........面部清洁与化装.......6
3........卫生行为.......6
（三）........言谈礼仪.......6
1........礼貌用语的要求.......7
2........常用礼貌用语.......7
3........言谈应注意：.......7
（四）........举止礼仪.......7
1........目光接触.......7
2........微笑.......8
3........谈吐.......8
4........问候.......8
5........交谈时的姿势.......8
6........站姿.......9
7........坐姿.......9
8........走姿.......9
9........蹲姿.......10
10........让路.......10
11........带路.......10
12........恰当的手势.......11
13........真诚的态度.......11
三、.......维也纳3好连锁酒店接待服务礼仪.......12
（一）........产品和服务理念.......12
（二）........服务礼仪.......12
1........鞠躬行礼.......12
2........电话礼仪.......12
3........指引车位.......13
4........迎送宾客.......13
5........问候接待.......14
6........递送物件.......14
7........指示方向.......15
8........提携行李.......15
9........走道遇客.......15
10........清扫客房.......15
11........大堂清洁.......16
12........陪同客人.......16
13........乘坐电梯.......17
14........餐厅领位.......17
15........点菜礼节.......18
16........上菜礼节.......18
17........餐间服务.......18
18........餐饮结帐.......19
19........接受投诉.......19
20........客人离店.......19
21........11个错误的态度.......19
22........其他礼仪.......20
四、.......维也纳3好连锁酒店服务礼仪“四要”和“四不要”.......21
（一）........四要.......21
（二）........四不要.......22
（三）........基本的“要”和‘“不要”.......22
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