酒店服务礼仪(English)
Hotel Service Etiquette
Module One The Basic Information of Hotel Service Etiquette
Section one What ’s the Etiquette?
Section Two Hotel Service Etiquette
1.Definition of Hotel Service Etiquette
2. Principle of Hotel Service Etiquette
3. Content of Hotel Service Etiquette
4. Effect of Hotel Service Etiquette
5. The Ways of learning Hotel Service Etiquette
6. Significance of learning Hotel Service Etiquette
Section Three Role Orientation and Service Consciousness
1. Role Orientation
2. Service Consciousness
Module Two Appearance and Dress of Hotel Service Staff
Section One Introduction
Section Two Appearance
1. Basic Requests to Appearance of Hotel Service Staff
2. Principles for make-up of Hotel Service Staff
Section Three Dress
1. Principle of Dress
2. Dress Manners of Hotel Service Staff
Module Three Deportment of Hotel Service Staff
Section One Introduction
Section Two Facial Expression
1. Smiling
2. Look in eyes
Section Three Body Language
1. Gesture
2. Standing Posture
3. Sitting Posture
4. Walking Posture
5. Crouching Posture
Module Four Linguistic Art of Hotel Service
Section One Introduction of Linguistic Art of Hotel Service
1. Basic Requests to Linguistic Art of Hotel Service
2. Basic Principles of Linguistic Art of Hotel Service
3. Linguistic Art of Hotel Service and its significance
Section Two Applications of Hotel Service Language
1. Language of Meeting the Guests
2. Language of Communication
3. Language in Telephone
4. Language Inhibitions
Section Three Cultivating Approach of Linguistic Art of Hotel Service
Module Five Conference Service Etiquette
Section One The Concept of Conference
Section Two The Types of Conference
Section Three Basic Procedure of Conference Service Etiquette Section Four Service Etiquette of Preparations for Conference
1. Environmental Etiquette Rules of the Conference Hall
2. Etiquette Rules of Decorating the Conference Hall
3. Etiquette Rules of Setting the tables of Conference
4. Etiquette Rules of using the Equipments in the Conference Hall
Section Five Service Etiquette during the Conference
1. Principles of Etiquette
2. Standards of Operation
3. Service Etiquette of General Conference
4. Service Etiquette of Special Conference
5. Service Etiquette of Attached Facilities to the Conference
Section Six Service Etiquette after the Conference
1. Service of Seeing the Guests off
2. Cleaning the Conference
3. Dealing with the Documents of the Conference
4. Other Service
Module Six Common Sense of International Reception Etiquette and Rules Section One Etiquette and Rules of International Reception
1. Acting accordance with the Law
2. Being on Time and Keeping to the Promise
3. Valuing the Privacy
4. Ladies first
5. Respecting others
6. Protecting Environment
Section Two Etiquette of Meeting and Seeing Off
1. Preparations for Reception
2. Meeting and Seeing Off
3. Meeting and Conversation
4. Signing
5. The Ceremony of Entertainment
6. Feasting the Guests on Western Food
Section Three Order of the Ceremony and the Ways of Hanging the
National Flag
1. Order of the Ceremony
2. The Ways of Hanging the National Flag
Module Seven Custom and Etiquette of Our Country’s Main Tourist Source
Countries, Areas and Partial Minoritis
Section One Custom and Etiquette of Our Country’s Main Tourist Source
Countries
1. Asia
2. Europe
3. America and Oceanic
4. Africa
Section Two Custom and Etiquette of Our Country’s Partial Minorities
1. The Zhuang Nationality
2. Mongolian Nationality
3. The Hui Nationality
4. The Zang Nationality
5. Urgur Nationality
6. The Yi Nationality
Module Eight Composing Training of Hotel Service Etiquette
Section One Introduction
Section Two Hotel Service Etiquette and Rules of Every Position
1. Service Etiquette and Rules of Lobby
2. Service Etiquette and Rules of Guest Rooms
3. Service Etiquette and Rules of Food & Beverage
4. Service Etiquette and Rules of Recreation &Health
5. Other Service Etiquette and Rules