某酒店禮貌禮儀手冊(DOC 27頁)

一、.......維也納3好連鎖酒店服務理念.......3
1........服務的概念.......3
2........優質服務的10把金鑰匙：.......4
3........優質服務的三個步驟.......4
4........服務準則.......4
5........溫馨服務-“十五規範（10.5FL）”.......4
二、.......酒店服務禮儀的基本知識.......4
（一）........服飾儀容儀表.......5
1．.......著裝的基本知識.......5
2．.......製服的穿著要求.......5
3．.......西服的穿著要求.......5
4．.......鞋襪的穿著要求.......5
5．.......飾品的佩戴要求.......6
（二）........儀容衛生的要求.......6
1........發型.......6
2........麵部清潔與化裝.......6
3........衛生行為.......6
（三）........言談禮儀.......6
1........禮貌用語的要求.......7
2........常用禮貌用語.......7
3........言談應注意：.......7
（四）........舉止禮儀.......7
1........目光接觸.......7
2........微笑.......8
3........談吐.......8
4........問候.......8
5........交談時的姿勢.......8
6........站姿.......9
7........坐姿.......9
8........走姿.......9
9........蹲姿.......10
10........讓路.......10
11........帶路.......10
12........恰當的手勢.......11
13........真誠的態度.......11
三、.......維也納3好連鎖酒店接待服務禮儀.......12
（一）........產品和服務理念.......12
（二）........服務禮儀.......12
1........鞠躬行禮.......12
2........電話禮儀.......12
3........指引車位.......13
4........迎送賓客.......13
5........問候接待.......14
6........遞送物件.......14
7........指示方向.......15
8........提攜行李.......15
9........走道遇客.......15
10........清掃客房.......15
11........大堂清潔.......16
12........陪同客人.......16
13........乘坐電梯.......17
14........餐廳領位.......17
15........點菜禮節.......18
16........上菜禮節.......18
17........餐間服務.......18
18........餐飲結帳.......19
19........接受投訴.......19
20........客人離店.......19
21........11個錯誤的態度.......19
22........其他禮儀.......20
四、.......維也納3好連鎖酒店服務禮儀“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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