地中海俱樂部-國(guó)際酒店禮儀課程大綱(共6頁)

1、精選優(yōu)質(zhì)文檔-傾情為你奉上地中海俱樂部國(guó)際酒店商務(wù)禮儀課程大綱Club Med - International Hotel Business Etiquette Course Syllabus1、 課程信息 Course Scope課程名稱：國(guó)際酒店商務(wù)禮儀Course Name: International Hotel Business Etiquettes授課對(duì)象：酒店籌備期員工Audience: Hotel Pre-opening Staff時(shí)間安排：18小時(shí)（三天）Duration: 18 hours (3 days)授課教師：楊濤濤（中瑞酒店管理學(xué)院）Facilitator: Ken

2、neth Yang (Beijing Hospitality Institute)修訂日期：2014年04月Revised Date: April, 2014二、課程描述 Course Description酒店在籌備期間通常會(huì)面臨著場(chǎng)地清潔、設(shè)備采購、工程檢查、服務(wù)標(biāo)準(zhǔn)訂制、員工培訓(xùn)等工作項(xiàng)目，在這些眾多的工作項(xiàng)目中，員工培訓(xùn)是非常重要的，因?yàn)樗苯臃从持频觊_業(yè)后的服務(wù)質(zhì)量，關(guān)系到客人的入住體驗(yàn)。The hotel will encounter cleaning, equipment purchasing, engineering inspection, service standard

3、and staff training in the pre-opening period. Among this, employee training is very important, because it directly reflects the quality of hotel service and guest's experience during the stay in hotel.本課程是根據(jù)地中海俱樂部的培訓(xùn)需求進(jìn)行設(shè)計(jì)，課程內(nèi)容是圍繞國(guó)際酒店禮儀內(nèi)容，既有理論講解部分，也有實(shí)操部分，能夠幫助企業(yè)內(nèi)部管理及服務(wù)人員學(xué)習(xí)并運(yùn)用國(guó)際服務(wù)禮儀規(guī)則，提升企業(yè)服務(wù)人員的整體素

4、質(zhì)，以贏得競(jìng)爭(zhēng)優(yōu)勢(shì)、獲取事業(yè)成功。The course is design according to the training needs of Club Med. The content is about international hotel etiquette, both the theoretical interpretation and also practical part, it could help the hotel management and employee to learn and use international service etiquette standar

5、d, improving the overall service quality to the staffs, winning the competition and gaining success, from great to excellent.本課程共分為五個(gè)部分，分別為：儀容儀表、舉止風(fēng)度、禮貌用語、商務(wù)禮儀、餐桌禮儀。主要的培訓(xùn)方法是講師介紹、案例分析、現(xiàn)場(chǎng)提問和角色扮演。整體課程講授為三天，共計(jì)十八個(gè)小時(shí)。This course is divided into five parts: Grooming, Proper Behavior, Polite Language, Busin

6、ess Manner and Dinning Manner. The main training method is the Class Room Lecture, Case Analysis, Role Play and Questions& Answers. The whole course will last for 3 days (18 hours).專心-專注-專業(yè)三、課程內(nèi)容 Course Content日期Date第一天Day 1第二天Day 2第三天Day 3課程計(jì)劃Schedule第一部分:儀容儀表Part 1：Grooming本課程旨在幫助學(xué)員認(rèn)識(shí)到員工個(gè)人儀容、儀

7、表、衛(wèi)生等在酒店中的重要性，以及如何正確著裝、化妝等。The purpose of this course is to help staff to recognize the importance of personal appearance, hygiene, and how to dress properly, makeup, etc.l 禮儀、禮貌、禮節(jié)的定義The definition of etiquette, mannersl 男士、女士的著裝要求 Dress codel 個(gè)人衛(wèi)生要求Personal hygienel 化妝要求 Makeup第二部分：舉止風(fēng)度Part 2: Beh

8、avior本課程旨在幫助學(xué)員了解個(gè)人行為舉止是反映個(gè)人的文化素質(zhì)及道德修養(yǎng)。 The purpose of this course is to help staff understand the personal behavior reflect the individual's cultural quality and personality.l 風(fēng)度、舉止行為的定義 The definition of behaviorl 各種不同的身體動(dòng)作所代表的含義 Body languagel 微笑服務(wù) Smilel 表情 Expressionl 站、坐、走、手勢(shì)Stand, Sit, Wal

9、k, Hand Gesturesl 個(gè)人行為舉止禁忌Personal behavior taboos課程活動(dòng):化妝、表情猜想Exercise：Makeup and Expression第三部分：禮貌用語Part 3:PoliteLanguage本課程旨在幫助學(xué)員了解在服務(wù)過程中語言所起到的重要作用，及如何使用服務(wù)規(guī)范用語。The purpose of this course is to help staff to understand polite language is important in the service, and how to implement.l 語音、語調(diào)、語速、節(jié)奏

10、Pronunciation, Intonation, Speed and Rhythml 禮貌用語Polite languagel 稱贊 Praisel 不良口頭禪 Bad habit第四部分：社交禮儀在酒店服務(wù)中的運(yùn)用Part 4: The application of social etiquette in the hotel service本課程旨在幫助學(xué)員了解基本的社交禮儀，并通過示范及練習(xí)掌握并能在酒店的日常工作中應(yīng)用。The purpose of this course is to help staff understand the basic social manner, and

11、 through the demonstration and practice to master and can be applied in the daily work of the hotel. l 握手禮儀Handshakel 交換名片禮儀Exchanging business cardsl 鞠躬禮儀Bowl 引領(lǐng)禮儀Tiel 乘電梯禮儀Elevatorl 介紹禮儀 Introductionl 女士?jī)?yōu)先 Lady firstl 適當(dāng)?shù)木嚯x Proper distance課程活動(dòng)：稱贊、引領(lǐng)練習(xí)Exercise: Praise and Guide Practice第五部分：中西餐餐桌禮儀

12、Part 5: Chinese and Western Food Dinning Manners本課程旨在幫助學(xué)員了解中西方的餐桌禮儀，座次安排，文化差異等，從而能更好地為中外客人服務(wù)，同時(shí)也提高自身的氣質(zhì)與修養(yǎng)。The purpose of this course is to help staff understand the Chinese and Western dining manners, seating arrangement, cultural differences etc. Thus can provide better service for Chinese and foreign guests, but also improve staffs temperament and accomplishment.l 座次安排Seating arrangel 用餐順序 Dining