酒店禮儀培訓(xùn)教材

1、酒店禮儀培訓(xùn)教材Content 目 錄The basic connotation of etiquette禮儀基本內(nèi)涵禮儀基本內(nèi)涵 Hotel etiquette training酒店禮儀酒店禮儀The origin of etiquette 禮儀的來源禮儀的來源n 法庭上的通行證法庭上的通行證Court passn 人際交往通行證人際交往通行證Human communicated passn“握手禮握手禮”的起源的起源The origin of the behavior of handshakeThe connotation of etiquette禮儀的內(nèi)涵禮儀的內(nèi)涵禮禮 儀儀Etique

2、tte謙恭有禮謙恭有禮的言談舉止的言談舉止Courteous Behavior 教養(yǎng)、規(guī)矩、禮節(jié)教養(yǎng)、規(guī)矩、禮節(jié)Education andPropriety isceremony儀式、典禮、儀式、典禮、習(xí)俗等習(xí)俗等The custom ofCeremony andrite西方西方 Occidental The connotation of etiquette禮儀的內(nèi)涵禮儀的內(nèi)涵禮禮政治制度政治制度Political system禮貌禮節(jié)禮貌禮節(jié)Manners 禮禮 物物Present東方東方 Oriental儀儀準(zhǔn)則、法度準(zhǔn)則、法度Rules and statute儀式、禮節(jié)儀式、禮節(jié)Cere

3、mony儀容、儀表儀容、儀表AppearanceCComing into the formal word of successful person走進(jìn)成功者的禮儀世界走進(jìn)成功者的禮儀世界人生的起點(diǎn)人生的起點(diǎn) 人生的終點(diǎn)人生的終點(diǎn) Vigorous Common LugubriousA代表轟轟烈烈代表轟轟烈烈 B代表平平凡凡代表平平凡凡 C代表凄凄慘慘代表凄凄慘慘AThe starting point of life The end point of lifeComing into the formal word of successful person走進(jìn)成功者的禮儀世界走進(jìn)成功者的禮儀世界C

4、oming into the formal word of successful person走走進(jìn)成功者的禮儀世界進(jìn)成功者的禮儀世界The connotation of etiquette 禮儀的內(nèi)涵禮儀的內(nèi)涵The connotation of protocol is the rules and statutes which are formed in the social community，the rules and orders which are bound by people together，and it is used to bind people, s desire, so

5、 as to achieve the goal of harmony of human communication. 約定俗成約定俗成,共同遵守的行為準(zhǔn)則道德規(guī)范秩序；共同遵守的行為準(zhǔn)則道德規(guī)范秩序； 約束人類欲望，實(shí)現(xiàn)人際關(guān)系的和諧約束人類欲望，實(shí)現(xiàn)人際關(guān)系的和諧 Manners EtiquetteAppearanceCeremony具體表現(xiàn)：禮貌、禮節(jié)、儀表、儀式具體表現(xiàn)：禮貌、禮節(jié)、儀表、儀式 律己敬人律己敬人 Etiquette is comprehensive reflection of personal quality禮儀是個(gè)人素養(yǎng)的綜合體現(xiàn)禮儀是個(gè)人素養(yǎng)的綜合體現(xiàn)Appropri

6、ate clothingAppropriate clothing 得體的衣著得體的衣著 Refinement of mannersRefinement of manners 文雅的舉止文雅的舉止 Appropriate greetingAppropriate greeting 恰當(dāng)?shù)膯柡蚯‘?dāng)?shù)膯柡?Refined and courteous behaviorRefined and courteous behavior 彬彬有禮的行為彬彬有禮的行為Etiquette is a mirror that can reflect yourselfEtiquette is a mirror that c

7、an reflect yourself -Goethe -Goethe “禮儀是反映自己的鏡子禮儀是反映自己的鏡子” 歌德歌德 Etiquette is comprehensive reflection of personal quality禮儀是個(gè)人素養(yǎng)的綜合體現(xiàn)禮儀是個(gè)人素養(yǎng)的綜合體現(xiàn)Etiquette is comprehensive reflection of personal quality禮儀是個(gè)人素養(yǎng)的綜合體現(xiàn)禮儀是個(gè)人素養(yǎng)的綜合體現(xiàn)The far from etiquette, the far from success 離禮儀有多遠(yuǎn)，離成功就有多遠(yuǎn)離禮儀有多遠(yuǎn)，離成功就有多遠(yuǎn)

8、Kennedy肯尼迪肯尼迪 49.9:49.6 49.9:49.6 尼克松尼克松 NixonThe slight differences of vote in the history of USA The slight differences of vote in the history of USA president electionpresident electionThe principle of etiquette禮儀的原則禮儀的原則The principle of equality 平等平等The principle of good faith 誠實(shí)誠實(shí)The principle

9、of tolerance 寬容寬容The principle of self-discipline 自律自律The principle of etiquette禮儀的原則禮儀的原則The principle of etiquette禮儀的原則禮儀的原則The principle of etiquette禮儀的原則禮儀的原則The principle of etiquette禮儀的原則禮儀的原則The principle of etiquette禮儀的原則禮儀的原則The effect of etiquette禮儀的作用禮儀的作用 The country which pay more atten

10、tion on The country which pay more attention on etiquette will be prosperous and strong etiquette will be prosperous and strong 國尚禮則國昌國尚禮則國昌 The family which pay more attention on The family which pay more attention on etiquette will be larger etiquette will be larger 家尚禮則家大家尚禮則家大 The body which pay

11、 more attention on The body which pay more attention on etiquette will be correctitudeetiquette will be correctitude 身尚禮則身正身尚禮則身正 The heart which pay more attention on The heart which pay more attention on etiquette will be calmetiquette will be calm 心尚禮則心泰心尚禮則心泰 The country of etiquette 禮儀之邦禮儀之邦No

12、watching without proper etiquetteNo watching without proper etiquette 非禮勿視非禮勿視No listening without proper etiquetteNo listening without proper etiquette 非禮勿聽非禮勿聽 No speaking without No speaking without proper etiquette proper etiquette 非禮勿言非禮勿言No touchingNo touching without proper etiquettewithout p

13、roper etiquette 非禮勿動(dòng)非禮勿動(dòng)看Looking聽Listening笑Smiling說Speaking形BehavingEtiquette of watching“看看”的禮儀的禮儀 Three areas Four distances 三個(gè)區(qū)域三個(gè)區(qū)域 : 四個(gè)距離四個(gè)距離: Close distances 親密距離親密距離 Social communicated distances 社交距離社交距離 Business distances 公務(wù)距離公務(wù)距離 Public distances 公眾距離公眾距離 Business areas 公務(wù)區(qū)域公務(wù)區(qū)域Social comm

14、unicated areas 社交區(qū)域社交區(qū)域Close areas 親密區(qū)域親密區(qū)域Etiquette of listening “聽聽”的禮儀的禮儀Etiquette of smiling“笑笑”的禮儀的禮儀Smile trainingDon,t pronounce and grin but move your corners of mouth upwards 1、不發(fā)音、嘴角向上微提不發(fā)音、嘴角向上微提Pronouncing “Yi”2、念念“一一”Mouth eyes expression should be coordinated3、口、眼、神協(xié)調(diào)口、眼、神協(xié)調(diào)Smile、Langu

15、age4、微笑微笑+語言語言Smile、Behaving Appearance with posture5、微笑微笑+儀表、體態(tài)儀表、體態(tài)Etiquette of smiling“笑笑”的禮儀的禮儀Whose smile is the most beautiful 看看誰的微笑最美？看看誰的微笑最美？Interactive smile互動(dòng)微笑互動(dòng)微笑 Etiquette of speaking “說說”的禮儀的禮儀Good words make people feel warm even in the coldest day“良言一句三冬曖良言一句三冬曖”Abuse words make pe

16、ople feel cold even in the hottest day “惡語傷人六月寒惡語傷人六月寒”Etiquette of speaking“說說”的禮儀的禮儀Etiquette of speaking“說說”的禮儀的禮儀Etiquette of hotel behaving 酒店酒店“形形”的禮儀的禮儀The principle of TPO著裝原則著裝原則Appearance儀表儀表Looks儀容儀容Manner儀態(tài)儀態(tài) (無聲無聲有聲有聲)No TouchingNo Touching W Without ithout Etiquette Etiquette非禮勿行非禮勿行( (無聲無聲 有聲有聲) )內(nèi)化于心的12種品德n忠誠忠誠衷心者不遭解雇衷心者不遭解雇 n敬業(yè)敬業(yè)每天比上司多做一些每天比上司多做一些n自動(dòng)自發(fā)自動(dòng)自發(fā)不要事事等人交代不要事事等人交代n負(fù)責(zé)負(fù)責(zé)絕對(duì)沒有借口，保證完成任務(wù)絕對(duì)沒有借口，保證完成任務(wù)n注重效率注重效率算算你的使用成本算算你的使用成本n結(jié)果導(dǎo)