服务礼仪英语版ppt课件

Hotel Service EtiquetteModule One The Basic Information of Hotel Service Etiquette Section one What’s the Etiquette?Section Two Hotel Service Etiquette1.Definition of Hotel Service Etiquette2. Principle of Hotel Service Etiquette3. Content of Hotel Service Etiquette4. Effect of Hotel Service Etiquette5. The Ways of learning Hotel Service Etiquette6. Significance of learning Hotel Service EtiquetteSection Three Role Orientation and Service Consciousness1. Role Orientation2. Service ConsciousnessModule Two Appearance and Dress of Hotel Service Staff Section One IntroductionSection Two Appearance1. Basic Requests to Appearance of Hotel Service Staff2. Principles for make-up of Hotel Service StaffSection Three Dress1. Principle of Dress2. Dress Manners of Hotel Service StaffModule Three Deportment of Hotel Service StaffSection One IntroductionSection Two Facial Expression1. Smiling2. Look in eyesSection Three Body Language1. Gesture2. Standing Posture3. Sitting Posture4. Walking Posture5. Crouching PostureModule Four Linguistic Art of Hotel ServiceSection One Introduction of Linguistic Art of Hotel Service1. Basic Requests to Linguistic Art of Hotel Service2. Basic Principles of Linguistic Art of Hotel Service3. Linguistic Art of Hotel Service and its significance Section Two Applications of Hotel Service Language1. Language of Meeting the Guests2. Language of Communication3. Language in Telephone4. Language InhibitionsSection Three Cultivating Approach of Linguistic Art of Hotel Service Module Five Conference Service EtiquetteSection One The Concept of ConferenceSection Two The Types of ConferenceSection Three Basic Procedure of Conference Service EtiquetteSection Four Service Etiquette of Preparations for Conference1. Environmental Etiquette Rules of the Conference Hall2. Etiquette Rules of Decorating the Conference Hall3. Etiquette Rules of Setting the tables of Conference4. Etiquette Rules of using the Equipments in the Conference Hall Section Five Service Etiquette during the Conference1. Principles of Etiquette2. Standards of Operation3. Service Etiquette of General Conference4. Service Etiquette of Special Conference5. Service Etiquette of Attached Facilities to the ConferenceSection Six Service Etiquette after the Conference1. Service of Seeing the Guests off2. Cleaning the Conference3. Dealing with the Documents of the Conference4. Other ServiceModule Six Common Sense of International Reception Etiquette and Rules Section One Etiquette and Rules of International Reception1. Acting accordance with the Law2. Being on Time and Keeping to the Promise3. Valuing the Privacy4. Ladies first5. Respecting others6. Protecting EnvironmentSection Two Etiquette of Meeting and Seeing Off1. Preparations for Reception2. Meeting and Seeing Off3. Meeting and Conversation4. Signing5. The Ceremony of Entertainment6. Feasting the Guests on Western FoodSection Three Order of the Ceremony and the Ways of Hanging theNational Flag1. Order of the Ceremony2. The Ways of Hanging the National FlagModule Seven Custom and Etiquette of Our Country’s Main Tourist Source Countries, Areas and Partial MinoritisSection One Custom and Etiquette of Our Country’s Main Tourist Source Countries1. Asia2. Europe3. America and Oceanic4. AfricaSection Two Custom and Etiquette of Our Country’s Partial Minorities1. The Zhuang Nationality2. Mongolian Nationality3. The Hui Nationality4. The Zang Nationality5. Urgur Nationality6. The Yi NationalityModule Eight Composing Training of Hotel Service EtiquetteSection One IntroductionSection Two Hotel Service Etiquette and Rules of Every Position1. Service Etiquette and Rules of Lobby2. Service Etiquette and Rules of Guest Rooms3. Service Etiquette and Rules of Food & Beverage4. Service Etiquette and Rules of Recreation &Health5. Other Service Etiquette and Rules。

Concierge PPT-Doorman area-lobby area-concierge desk-luggage storage-luggage deliver-post service-individual luggage-group luggage=check in and check outDoor man area1 this with white gloves, standing position, and bolt and split at shoulder width, her hands folded on his guard against the shop. ⒉ as guests to be smiling, open the door to welcome the guests, and action should be left to pull the door and opened the gate, the right rear door scuff to meet the guests, and remind our guests. ⒊ if you have my luggage, should help the guests, and had to check the baggage is not deteriorating, confirmation of order after the luggage trolleys, and leading to thereception for guests to the luggage from the immediate delivery and then back up the hill. ⒋ the old and handicapped our guests to take the initiative to help visitors need a taxi, you should try to offer guests, not to give visitors and guests when you should be polite to say good-bye.Lobby areathis with white gloves in his right foot on the door, a stride, the door, shall prevent the natural position. the door, the recovery of the existing standing position. ⒉ the guests into the guest with a friendly hello, good command of the protocol and smiling, remember, expressionless. ⒊ pay close attention to the dynamic and help solve some of the guests can accept the guests and tourist information office. ⒋ has a pet, shipment, the seller could not let it go into the hotel lobby, and should be friendly or due to the left. 5. a dishonest actions, found to be reported to the deputy director or the security make appropriate. 6. shall be coordinated closely with lobby areaConcierge deskThis the right counter to his standing position, the body from the blow, not against the wall, his hands crossed on his hands into his pocket, not a hill. ⒉ not make personal call, not to do with the work. the tourist information office ⒊ accept,smiling and looked at peace, to the thought that the guests, jealous, yawned and do an act. ⒋ accept all the service desk, divided （ including baggage until ）. Luggage storageCheck this baggage ascertained the guest's room number, pieces of luggage and had to check is not deteriorating, ask the guest have any dangerous cargo or valuables.⒉ take my luggage ticket and boarding pass. fill out the date, the room number, baggage piece, management, to let guests up tag signature, then down tag to guests and remind him to pick up your luggage, will down tag to confirm and sign in the luggage. do the daily operation. ⒊ divided luggage time for three days. generally handoverTo fill out this form, the care which items to the name and piece, the depositor name and telephone, and took a person's name, telephone and room number. ⒉examination of the guests to is in good condition, confirm that no problem, the signature. ⒊ as guests of the special requirements should also note that was entrusted to write themselves should also be initialed by the way forward. for the daily operation. ⒋ transfer usually maturing in a week and three month. the time, it should let it show your identification card （ for valuables ）, check the name and contact, are correct, please his guests in the guest to sign, the entrusted people should also initialed, and the cancellation to the goods is forward. ⒍ to transfer deadline, should take the initiative to contact to the guests, and descriptions thereof. post this letterSending the letterTo receive mail this letter, for the registration record. for enquiries. ⒉ in to the sender （ the name and number of staff ）⒊ classification. the first time to time, and from the post office receipt of the home, to the office. a special department ⒋（ accounting ） should get a chain.Individual guest luggageDoorman has to handover to the bellboy , double check with the doorman to count luggage piece,⒉ nodded a welcome guest in the register, standing about 1.5 metres behind the baggage must be in his hand with the guests, between the area to our visitors find articles, at the guests, and pay attention to the receptionist of hints, etc.a man ⒊ check in, the initiative forward to the guests or staff for the computer room key with trolleys , except on the luggage, to escort the guests into the room. And then guest luggage and room key to be right, do not making a small mistake. Group guests luggage check out1,team leader will follow with the group check out timing to arrage the bus to come to the hotel to pick up the hotel guests ,if we get call from the floor ,team leader will sending the bellboy to pick up the guests luggage ., 2bell boy will take room luggage to send to the lobby area, before loading we have to confirm with our guestluggage piece,, bell captain will put log book to make note before guest leaving from the hotel . 3.contact with the tour leader, we have to tell to guests to check the luggage condition and confirm the guests luggage piece before they leaving , a. 4.After we confirm with guests luggage piece , if tour guide agree about the luggage bell captain will write down tour guide contact NO,and then we can send all luggage to the bus , , the manager that luggage trolleys to the coach agreed, before loading the baggage. 5. the van before loading the van, and will try to avoid waste of space, while ensuring the luggage in the process of loading the baggage not happen. 6. the van is completed, please confirm and sign it. do the routine check the baggage condition私人礼宾服务、休闲礼宾服务、会议礼宾服务、商务礼宾服务引领性的四重礼宾服务代表着全球酒店行业的最高水准。