《酒店服務(wù)禮儀》雙語(yǔ)課程標(biāo)準(zhǔn)

《酒店服務(wù)禮儀》雙語(yǔ)課程標(biāo)準(zhǔn)CourseStandardofHotelServiceEtiquette課程名稱：酒店服務(wù)禮儀HotelServiceEtiquette適用專業(yè)：酒店管理HotelManagementmajor一、課程性質(zhì)和任務(wù)NatureandTasksoftheCourse（一）課程性質(zhì)NatureoftheCourse《酒店服務(wù)禮儀》課程主要適用于高職高專酒店管理專業(yè)的學(xué)生學(xué)習(xí)。本課程學(xué)時(shí)總計(jì)38學(xué)時(shí)，是一門實(shí)踐性很強(qiáng)的專業(yè)基礎(chǔ)課程。以學(xué)生職業(yè)形象塑造，職業(yè)禮儀習(xí)慣的養(yǎng)成為目的，進(jìn)而提高學(xué)生的職業(yè)素養(yǎng)，本課程對(duì)學(xué)生服務(wù)意識(shí)的培養(yǎng)具有現(xiàn)實(shí)的意義。TheHotelServiceEtiquetteismainlytargetedatstudentsstudyinghotelmanagementinvocationalcolleges。Thetotalcoursehouris38hours。Thisisahighlypracticalandprofessionalentrylevelcourse。Theaimistobuildstudents’professionalimagesandformtheirprofessionaletiquettehabits，thenimprovestudents’professionalaccomplishment。Thiscourseisofpracticalsignificancetothecultivationofstudents'serviceconsciousness。主要是通過多媒體授課、化妝實(shí)訓(xùn)室實(shí)操、形體訓(xùn)練房演練、實(shí)訓(xùn)室情景演練、在線學(xué)習(xí)等形式進(jìn)行，使學(xué)生牢固樹立禮貌服務(wù)意識(shí)，具備良好的禮儀素養(yǎng)，養(yǎng)成良好的禮儀習(xí)慣，能掌握酒店從業(yè)人員服務(wù)與社交的基本技巧、規(guī)范及操作方法，并能根據(jù)實(shí)際情況靈活、準(zhǔn)確地加以運(yùn)用，以良好的個(gè)人風(fēng)貌得體地與賓客交往，更好地勝任酒店職業(yè)崗位工作。Throughmultimediateaching，cosmetictrainingrooms，body—shapingtrainingrooms，rehearsalinscenariosimulationandon—linestudy，studentsgaintheconsciousnessofpolitenessofservice，havegoodetiquettesanddevelopgoodetiquettehabits，andcanapplyflexiblyandaccuratelyaccordingtotheactualsituation。CommunicateappropriatelywithguestswithgoodpersonalstyleandgetbettercompetenceforHotelProfessionalPosition。（二）課程標(biāo)準(zhǔn)設(shè)計(jì)思路DesignIdeaofCourseStandard本課程作為酒店管理專業(yè)學(xué)生新生開始的教學(xué)的專業(yè)基礎(chǔ)課，涵蓋酒店服務(wù)情景禮儀四大情景模塊。本課程從高素質(zhì)高技能人才的培養(yǎng)要求出發(fā)，通過社會(huì)人、職業(yè)人的角度，整合教學(xué)內(nèi)容，以學(xué)生職業(yè)形象塑造、人際交往禮儀、國(guó)際禮賓禮儀、培養(yǎng)專業(yè)學(xué)生的職業(yè)素養(yǎng)為目標(biāo)。ThiscourseisaprofessionalbasiccourseforfreshmenmajoringinHotelmanagementwhichincludesfourmodulesofhotelservicesceneetiquette。Startingfromthetrainingrequirementofhigh—qualityandhigh—skilledtalents，throughtheperspectiveofsocial，professional，integrationofteachingcontent，shapestudents’professionalimage，cultivatetheirinterpersonaletiquette，internationalconciergeandstudents'professionalquality。1.課程內(nèi)容與職業(yè)養(yǎng)成訓(xùn)練緊密結(jié)合，教學(xué)更加具有針對(duì)性1.Thecoursecontentiscloselycombinedwithvocationaltraining，andtheteachingismoretargeted。課程內(nèi)容強(qiáng)調(diào)職業(yè)能力和職業(yè)素養(yǎng)，課程設(shè)計(jì)重在幫助學(xué)生提高個(gè)人職業(yè)形象，增強(qiáng)人際交往能力，培養(yǎng)良好的職業(yè)氣質(zhì)，從而為學(xué)生的職業(yè)生涯發(fā)展奠定良好職業(yè)基礎(chǔ)。本課程在新生入學(xué)第一學(xué)期開展教學(xué)，教學(xué)過程中要求學(xué)生老師著職業(yè)裝進(jìn)課堂，學(xué)期末組織學(xué)生開展禮儀展演活動(dòng)，在學(xué)校還可以通過組織學(xué)生參加禮儀服務(wù)項(xiàng)目、校園職業(yè)文化氛圍營(yíng)造等多元途徑，使禮儀知識(shí)得以實(shí)踐。最后通過學(xué)生到企業(yè)的頂崗實(shí)踐使職業(yè)養(yǎng)成教育成果得以鞏固和強(qiáng)化。Thecontentofthecourseemphasizesprofessionalabilityandquality，andthecoursedesignfocusesonhelpingstudentsimprovetheirpersonalprofessionalimage，enhancetheirinterpersonalskills，andcultivategoodprofessionaltemperament，soastolayagoodcareerfoundationforstudents'careerdevelopment。Thiscoursecarriesoutteachinginthefirstsemesteroffreshmen'sentrance。Intheprocessofteaching，studentsandteachersarerequiredtowearprofessionalclothesintotheclassroom。Attheendofthesemester，studentsareorganizedtocarryoutetiquetteexhibitions。Inschools，etiquetteknowledgecanbepracticedbyorganizingstudentstoparticipateinetiquetteserviceprojectsandcreatingaprofessionalandculturalatmosphereoncampus。Finally，throughthepracticeofstudentsinenterprises，theachievementofvocationaleducationcanbeconsolidatedandstrengthened。2.將知識(shí)點(diǎn)、技能要求與具體工作任務(wù)聯(lián)系起來，突出知識(shí)與技能要求的崗位針對(duì)性2.Connectingknowledgepointsandskillsrequirementswithspecifictasks，highlightingthepositionpertinenceofknowledgeandskillsrequirements。本課程與浙江南苑集團(tuán)合作進(jìn)行基于酒店人的實(shí)際工作開發(fā)與設(shè)計(jì)課程，充分體現(xiàn)職業(yè)性、實(shí)踐性和開放性。強(qiáng)調(diào)所有知識(shí)點(diǎn)和技能點(diǎn)在實(shí)際工作中的綜合應(yīng)用，尤其是酒店服務(wù)禮儀項(xiàng)目來自企業(yè)工作實(shí)際，項(xiàng)目強(qiáng)調(diào)實(shí)踐教學(xué)環(huán)節(jié)，對(duì)知識(shí)點(diǎn)的選擇進(jìn)行更深層次的思考和改革，幫助學(xué)生實(shí)現(xiàn)所學(xué)知識(shí)的整合與職業(yè)能力的全面提高，使學(xué)生對(duì)未來就業(yè)崗位建立全面的認(rèn)識(shí)，給學(xué)生未來崗位能力的形成打下堅(jiān)實(shí)的基礎(chǔ)。ThiscoursecooperateswithZhejiangNanyuanGroupanditisdevelopedanddesignedbasedontheactualoperationsofthehotel，whichfullyreflectstheprofessionalism，practicalityandopenness。Emphasisonalltheknowledgeandskillpointscomprehensiveapplicationinpracticalwork，especiallythehotelserviceetiquettefromthepracticeofenterprisework。Theprojectemphasizesthepracticeteachingsteps，carriesonthedeeperthinkingandreformontheselectionofknowledge，helpsstudentstorealizetheintegrationofknowledgeandimproveprofessionalability，letthestudentsestablishacomprehensiveunderstandingonfuturejobs，layasolidfoundationontheformationofstudents'futurejobability。本課程實(shí)踐教學(xué)注重課堂實(shí)訓(xùn)與課外活動(dòng)相結(jié)合，校內(nèi)實(shí)訓(xùn)與校外實(shí)習(xí)相結(jié)合。把教學(xué)活動(dòng)分解設(shè)計(jì)成若干情境，通過情境教學(xué)、模擬演練、角色扮演、案例分析等形式來開展教學(xué)。Thepracticalteachingofthiscoursepaysattentiontothecombinationofclassroompracticeandextracurricularactivities，andthecombinationofIntramuralPracticeandextramuralpractice。Theteachingactivitiesaredecomposedintoseveralsituations，andtheteachingiscarriedoutbymeansofsituationalteaching，simulationexercise，roleplaying，caseanalysisandotherforms。（三）課程任務(wù)（III）Coursetasks按照“以職業(yè)養(yǎng)成訓(xùn)練為主線，以情境教學(xué)為主體的模塊化專業(yè)課程體系”的總體設(shè)計(jì)要求，以社會(huì)人、職業(yè)人的禮儀素養(yǎng)為中心構(gòu)建課程體系。緊緊圍繞酒店實(shí)際工作需要來選擇和組織課程內(nèi)容，同時(shí)根據(jù)后續(xù)課程的銜接和酒店各部門職業(yè)崗位的需求，在教學(xué)內(nèi)容的安排上以必需夠用為度，統(tǒng)籌考慮來選取教學(xué)內(nèi)容。突出工作任務(wù)與知識(shí)的聯(lián)系，讓學(xué)生在職業(yè)實(shí)踐活動(dòng)的基礎(chǔ)上掌握知識(shí)，增強(qiáng)課程內(nèi)容與職業(yè)崗位能力要求的相關(guān)性，提高學(xué)生的職業(yè)能力。Accordingtotheoveralldesignrequirementof“modularprofessionalcurriculumsystemwithvocationaltrainingasthemainlineandsituationalteachingasthetheme”，thecurriculumsystemisconstructedwithsocialandprofessionals’etiquetteliteracyasthecenter。Centerontheactualneedsofthehotel，selectandorganizethecoursecontent，inaccordancewiththefollow—upcurriculumconvergenceandtheneedsofthehoteldepartments'occupationalpositions，prepareknowledgeforteachingonthedegreeofadequacy，selecttheteachingcontentwithoverallconsideration。Highlighttheconnectionbetweenworktasksandknowledge，enablestudentstomasterknowledgeonthebasisofvocationalpracticeactivities，enhancetherelevanceofcoursecontentandvocationalpostabilityrequirements，andimprovestudents'vocationalability。設(shè)計(jì)構(gòu)建了“職業(yè)形象的塑造——人際交往禮儀交往能力的培養(yǎng)——國(guó)際禮賓禮儀的掌握——酒店服務(wù)品質(zhì)的提升”四大課程教學(xué)任務(wù)，共14個(gè)教學(xué)情境，基本覆蓋了專業(yè)相關(guān)技術(shù)領(lǐng)域職業(yè)崗位的任職要求，并注意兼顧學(xué)生可持續(xù)發(fā)展需要。依據(jù)工作任務(wù)完成的需要、高等職業(yè)院校學(xué)生的學(xué)習(xí)特點(diǎn)和職業(yè)能力形成的規(guī)律，確定課程的知識(shí)、技能等內(nèi)容。Fourteachingtasksaredesignedandconstructed，whichare“thecultivationofprofessionalimage，thecultivationofinterpersonaletiquetteandcommunicationability，themasteryofinternationalprotocolandetiquette，andtheimprovementofhotelservicequality”。Thereare14teachingsituations，whichbasicallycovertherequirementsofprofessionalpostsinrelevanttechnicalfields，andpayattentiontothesustainabledevelopmentneedsofstudents。Accordingtotheneedsofaccomplishingworktasks，thelearningcharacteristicsofstudentsinHigherVocationalCollegesandthelawofformingvocationalabilities，theknowledgeandskillsofthecoursesaredetermined。教學(xué)內(nèi)容設(shè)置始終圍繞課程目標(biāo)，以強(qiáng)化職業(yè)素養(yǎng)培養(yǎng)為主線，根據(jù)社會(huì)、行業(yè)發(fā)展，與企業(yè)密切合作開發(fā)課程，理論知識(shí)“必須夠用”不一定考慮知識(shí)的系統(tǒng)性。加強(qiáng)實(shí)訓(xùn)、實(shí)習(xí)等實(shí)踐教學(xué)環(huán)節(jié)設(shè)計(jì)，并且開發(fā)了教學(xué)內(nèi)容有助學(xué)生全面地提高人際交往能力，掌握一般社交通用性禮儀要求和酒店典型崗位服務(wù)禮儀規(guī)范，具有很強(qiáng)的針對(duì)性和適用性。同時(shí)，也為學(xué)生課程后續(xù)專業(yè)課學(xué)習(xí)、個(gè)人自我完善和未來職業(yè)生涯發(fā)展奠定良好的基礎(chǔ)。Thecontentofcourseisalwayssetaroundthecurriculumobjectives，withtheemphasisonstrengtheningthecultivationofvocationalliteracyasthemainline。Developcoursesaccordingtothedevelopmentofsocietyandindustry，andinclosecooperationwithenterprises。Theoreticalknowledge“mustbesufficient”doesnotnecessarilytakeintoaccountthesystematismsofknowledge。Strengthenthedesignofpracticalteachinglinks，suchastrainingandpractice，anddevelopteachingcontentstohelpstudentsimprovetheirinterpersonalskillsinanall—roundway，graspthegeneralsocialetiquetterequirementsandserviceetiquettestandardsoftypicalhotelposts，whichhavestrongpertinenceandapplicability。Atthesametime，italsolaysagoodfoundationforstudents'follow—upstudyofprofessionalcourses，personalself—improvementandfuturecareerdevelopment。二、課程目標(biāo)II。Courseobjectives本課程以職業(yè)素養(yǎng)的培養(yǎng)為核心，培養(yǎng)學(xué)生從事飯店服務(wù)和基層管理工作的禮儀技能與規(guī)范。將學(xué)生培養(yǎng)成為“有端莊大方的儀表、有優(yōu)雅得體的舉止、有誠(chéng)懇謙遜的人格、有善良美好的心靈”——具有良好的個(gè)人修養(yǎng)、職業(yè)風(fēng)范及行業(yè)適應(yīng)性的高素質(zhì)酒店人才。Thecoreofthiscourseisacultivationofprofessionalquality：tocultivatestudents'etiquetteskillsandnormsinhotelserviceandgrass—rootsmanagement。Studentswillbetrainedtobe“dignifiedandgenerousappearance，elegantanddecentbehavior，asincereandhumblepersonality，agoodheart”——withgoodpersonalcultivation，professionalstyleandindustryadaptabilityofhigh—qualityhoteltalents。（一）職業(yè)知識(shí)目標(biāo)（I）ProfessionalKnowledgeObjectives通過對(duì)服務(wù)禮儀基礎(chǔ)知識(shí)的講解，使學(xué)生了解禮儀的內(nèi)涵、原則、特點(diǎn)，掌握相關(guān)的酒店行業(yè)的禮儀接待知識(shí)與操作標(biāo)準(zhǔn)。Explainthebasicknowledgeofserviceetiquette；makestudentsunderstandtheconnotation，principlesandcharacteristicsofetiquette；mastertherelevanthotelindustryetiquettereceptionknowledgeandoperatingstandards。（二）職業(yè)技能目標(biāo)（II）ProfessionalSkillsObjectives教學(xué)內(nèi)容有助學(xué)生全面地提高人際交往能力，掌握一般社交通用性禮儀要求和酒店行業(yè)典型崗位服務(wù)禮儀規(guī)范，具有很強(qiáng)的針對(duì)性和適用性。同時(shí)，也為學(xué)生課程后續(xù)專業(yè)課學(xué)習(xí)、個(gè)人自我完善和未來職業(yè)生涯發(fā)展奠定良好的基礎(chǔ)。Theteachingcontentcanhelpstudentsimprovetheirinterpersonalskillscomprehensively，mastertherequirementsofgeneralsocialetiquetteandtheserviceetiquettenormsoftypicalpositionsinthehotelindustry，withstrongpertinenceandapplicability。Atthesametime，italsolaysagoodfoundationforstudents'follow—upstudyofprofessionalcourses，personalself—improvementandfuturecareerdevelopment。（三）職業(yè)素質(zhì)目標(biāo)（III）ProfessionalQualityObjectives通過企業(yè)真實(shí)任務(wù)的項(xiàng)目實(shí)踐，能愛崗敬業(yè)、熱情主動(dòng)的工作態(tài)度，養(yǎng)成遵守操作規(guī)程，能認(rèn)真負(fù)責(zé)、實(shí)事求是、堅(jiān)持原則、一絲不茍地依據(jù)服務(wù)標(biāo)準(zhǔn)進(jìn)行實(shí)踐操作，并在工作實(shí)踐中能遵守勞動(dòng)紀(jì)律，注意安全，具備良好的敬業(yè)精神和協(xié)作精神，具有良好的接人待物、察言觀色等職業(yè)素質(zhì)，具備良好的服務(wù)禮儀、禮貌，具有較好的服務(wù)意識(shí)，具有職業(yè)敏感性，具有一定的創(chuàng)造力，具備成本意識(shí)，具有較強(qiáng)的應(yīng)變能力和部門間的協(xié)調(diào)能力，堅(jiān)持努力學(xué)習(xí)，不斷提高自身可持續(xù)發(fā)展的基礎(chǔ)理論水平和操作技能，形成良好的職業(yè)素養(yǎng)和勤奮工作的基本素質(zhì)。Throughtheprojectpracticeofenterprise'srealtask，studentsmaylovethejob，bededicated，beenthusiasticandactiveinworkingattitude，andcultivateacompliancewithoperatingrules；alsocanbeseriousandresponsible，seektruthfromfacts，adheretotheprinciples，practicemeticulouslyaccordingtotheservicestandards，canobservelabordisciplineintheworkpractice，payattentiontosafety，withagoodprofessionaldedicationandcollaborationspirit。Oneshouldalsohavegoodprofessionalqualities，suchasreceivingpeopleandthings，examiningaman'slanguageandobservinghiscountenance，havegoodserviceetiquetteandcourtesy，havegoodserviceconsciousness，haveprofessionalsensitivity，havecertaincreativity，havecostconsciousness，haveastrongadaptabilityandcoordinationabilitybetweendepartments，insistonstudyinghard，constantlyimprovethebasictheoreticallevelandoperationalskillsoftheirsustainabledevelopment，andformagoodprofessionalqualityandthebasicqualityofhardwork。（四）課程內(nèi)容標(biāo)準(zhǔn)和要求Coursecontents’standardandrequirement1.課程內(nèi)容安排表CourseContentSchedule任務(wù)一職業(yè)形象塑造：14課時(shí)任務(wù)二人際交往禮儀：8課時(shí)任務(wù)三國(guó)際禮賓禮儀：4課時(shí)任務(wù)四酒店服務(wù)情景禮儀：12課時(shí)TaskOneProfessionalImageBuilding14hoursTaskTwoInterpersonalEtiquette8hoursTaskThreeInternationalProtocol，&GlobalEtiquette4hoursTaskFourHotelServiceSituationalEtiquette12hours序號(hào)No。項(xiàng)目名稱UnitTitle學(xué)時(shí)Hours任務(wù)一TaskOne職業(yè)形象塑造ProfessionalImageBuilding情境一：禮儀意識(shí)養(yǎng)成ScenarioI：formationofEtiquetteConsciousness2情境二：妝容形象設(shè)計(jì)ScenarioII：Makeup&ImageDesign4情境三：儀態(tài)舉止塑造ScenarioIII：ModelingofMannersandBehaviors6情境四：服飾搭配訓(xùn)練ScenarioⅣ：Dresscollocation2任務(wù)二TaskTwo人際交往禮儀InterpersonalEtiquette情境五：見面與交談禮儀ScenarioⅤ：MeetingandConversationEtiquette2情境六：拜訪與饋贈(zèng)禮儀ScenarioⅥ：VisitandGift—givingEtiquette2情境七：接待與宴請(qǐng)禮儀ScenarioⅦ：ReceptionandBanquetEtiquette2情境八：通聯(lián)禮儀ScenarioⅧ：Communicationetiquette2任務(wù)三TaskThree國(guó)際禮賓禮儀InternationalProtocol，&GlobalEtiquette情境九：國(guó)際禮賓次序ScenarioⅨ：InternationalProtocolOrder2情境十：儀式活動(dòng)禮儀ScenarioⅩ：Ritualactivitiesetiquette2任務(wù)四TaskFour酒店服務(wù)情景禮儀HotelServiceSituationalEtiquette情境十一：前廳服務(wù)情景禮儀ScenarioⅪ：SituationalEtiquetteofFrontOfficeService4情境十二：餐飲服務(wù)情景禮儀ScenarioⅫ：Situationaletiquetteofcateringservice4情境十三：客房服務(wù)情景禮儀ScenarioXIII：Situationaletiquetteofroomservice2情境十四：會(huì)議服務(wù)情景禮儀ScenarioXIV：SituationalEtiquetteofConferenceServices22.課程內(nèi)容標(biāo)準(zhǔn)與要求Coursecontentsstandardsandrequirements編號(hào)No能力訓(xùn)練項(xiàng)目名稱TitleofCompetencetrainingprogram擬實(shí)現(xiàn)的能力目標(biāo)Capacityobjectivestobeachieved相關(guān)支撐知識(shí)Relevantsupportingknowledge1情境一：禮儀意識(shí)的養(yǎng)成ScenarioI：formationofEtiquetteConsciousness培養(yǎng)學(xué)生職業(yè)禮儀意識(shí)，激發(fā)學(xué)生學(xué)習(xí)禮儀知識(shí)的興趣。Cultivatingstudents'professionaletiquetteconsciousness；stimulatestudents'interestinlearningetiquetteknowledge.1）掌握禮儀的本質(zhì)與內(nèi)涵2）掌握現(xiàn)代禮儀的特點(diǎn)；3）掌握現(xiàn)代禮儀的基本原則；4）了解禮儀的起源與發(fā)展；5）掌握東、西方禮儀及其特點(diǎn)。1.MasteringtheEssenceandConnotationofEtiquette；2.Graspthecharacteristicsofmodernetiquette；3.Graspthebasicetiquetterules；4.UnderstandtheoriginanddevelopmentofEtiquette；5.MasteringtheeasternandwesternetiquettesandtheirCharacteristics2情境二：妝容形象設(shè)計(jì)ScenarioII：Makeup&ImageDesign1）能夠掌握化妝的基本技能和程序2）能夠在10分鐘內(nèi)完成職業(yè)淡妝的化妝3）根據(jù)自身臉型選擇適宜自身的發(fā)型1.havesomebasicmake—upskillsandprocedures；2.canfinishprofessionalmakeupintenminutes；3.Chooseone’sownhairstyleaccordingtoone’sfaceshape。1）了解面部化妝和發(fā)型修飾的基本原則和方法2）掌握酒店職業(yè)崗位的儀容規(guī)范和要求1.graspthebasicrulesofmakeupandhairdressing；2.graspthestandardsandrequirementsforhotelprofessionalappearance3情境三：儀態(tài)舉止塑造ScenarioIII：ModelingofMannersandBehaviors1）掌握各種站姿的標(biāo)準(zhǔn)和訓(xùn)練方法2）掌握各種坐姿的標(biāo)準(zhǔn)和訓(xùn)練方法3）掌握各種走姿的標(biāo)準(zhǔn)和訓(xùn)練方法4）掌握各種蹲姿的標(biāo)準(zhǔn)和訓(xùn)練方法5）掌握各種服務(wù)手勢(shì)的標(biāo)準(zhǔn)和訓(xùn)練方法6）掌握各種眼神的標(biāo)準(zhǔn)和訓(xùn)練方法7）掌握微笑的標(biāo)準(zhǔn)和訓(xùn)練方法1.Masteringthestandardsandtrainingmethodsofvariousstandingpostures；2.Masteringthestandardsandtrainingmethodsofvarioussittingpostures；3.Masteringthestandardsandtrainingmethodsofvariouswalkingpostures；4.Masteringthestandardsandtrainingmethodsofvarioussquatspostures；5.Masteringthestandardsandtrainingmethodsofvariousservicegesture；6.Masteringthestandardsandtrainingmethodsofvariousexpressioninone'seye（s）7.Masteringthestandardsandtrainingmethodsofsmile。1）掌握站姿、坐姿、走姿、蹲姿態(tài)的禮儀規(guī)范。2）掌握各種手勢(shì)的規(guī)范使用3）熟悉表情禮儀的規(guī)范。4）學(xué)習(xí)酒店服務(wù)意識(shí)，培養(yǎng)誠(chéng)摯的服務(wù)態(tài)度。1.Mastertherulesofetiquetteonstandingpostures，sittingpostures，walkingpostures，squatspostures；2.Mastervariousservicegestures；3.Familiarwithexpressionetiquette；4.Havehotelserviceconsciousness；developsincereserviceattitude。4情境四：儀表禮儀ScenarioⅣ：Dresscollocation1）掌握酒店服務(wù)人員服飾搭配的基本禮儀規(guī)范2）掌握根據(jù)不同的場(chǎng)合能夠進(jìn)行服飾的合理搭配3）能夠熟練掌握系領(lǐng)帶和絲巾的方法1.Graspdressmannersandrulesofhotelattendants；2.Canreasonablymatchdressesaccordingtodifferentoccasions；3.Learntoputonatieandtieaneckscarf。1）掌握酒店職業(yè)崗位的儀表規(guī)范和要求2）能夠掌握著裝的TPO和整體協(xié)調(diào)原則。3）掌握飾品佩戴的基本原則1.graspthestandardsandrequirementsforhotelprofessionalappearance；2.masterprinciplesofclothingandtheprincipleofoverallcoordination；3.Masterbasicrulesofjewelrywearing5情境五：見面與交談禮儀ScenarioⅤ：MeetingandConversationEtiquette1）能夠根據(jù)不同的交往對(duì)象選擇恰當(dāng)稱呼2）能夠根據(jù)不同的交往對(duì)象和場(chǎng)合選擇恰當(dāng)致意禮儀3）能夠根據(jù)不同情境正確進(jìn)行介紹4）掌握名片遞接的基本方法5）正確掌握握手的規(guī)范動(dòng)作和方法6）正確掌握鞠躬禮節(jié)的度數(shù)、規(guī)范和次序7）掌握合十和拱手禮節(jié)的行禮規(guī)范8）掌握擁抱和親吻禮的動(dòng)作規(guī)范9）掌握言談的技巧和禮儀規(guī)范1.Choosetherighttitleaccordingtodifferentpersons；2.sendone'sgreetingsaccordingtodifferentpersons；3.introducecorrectlyaccordingtodifferentsituations；4.graspthebasicmethodofbusinesscardtransfer；5.grasptherightmethodofhandshaking；6.graspthedegree，normandorderofbowingetiquette；7.graspstandardofsalute：salutewithputtingpalmstogetherandfistandpalmsalute；8.graspstandardofhugsandkisses；9.graspspeechskillsandetiquettestandards。1）熟悉稱呼的基本規(guī)律和使用形式2）熟悉致意的一般規(guī)律和規(guī)范標(biāo)準(zhǔn)3）熟悉介紹的基本順序4）了解名片的規(guī)格與功能，熟悉遞接名片的程序5）掌握握手禮節(jié)的規(guī)范和注意事項(xiàng)6）掌握鞠躬禮節(jié)的規(guī)范和鞠躬度數(shù)所表達(dá)含義7）熟悉合十和拱手禮節(jié)的基本規(guī)范8）熟悉擁抱和親吻禮儀的基本程序和規(guī)范9）了解交談的基本原則和注意事項(xiàng)10）掌握商務(wù)談判的語(yǔ)言技巧1.Familiarwiththesalutationrules；2.Familiarwiththegeneralrulesandnormsofgreetings；3.Knowsthebasicorderforintroduction；4.Understandthespecificationsandfunctionsofbusinesscards，familiarwiththeprocedureofreceivingbusinesscards；5.Mastertherulesofhandshakeetiquetteandsomedosanddon'ts。6.Mastertherulesofbowingetiquetteandthemeaningofbowdegree；7.Knowthespecificationsonthesalutewithputtingpalmstogetherandfistandpalmsalute；8.grasptheproceduresandspecificationsonhugsandkisses；9.Graspspeechskillsandrelatedetiquettes。10.Grasplanguageskillsinbusinessnegotiation。6情境六：拜訪與饋贈(zèng)禮儀ScenarioⅥ：VisitandGift—givingEtiquette1）掌握拜訪的禮儀規(guī)范和要求2）能從事拜訪活動(dòng)3）掌握饋贈(zèng)禮品的選擇依據(jù)4）掌握贈(zèng)送的禮儀規(guī)范和基本要求5）掌握送花時(shí)的選擇6）掌握受贈(zèng)禮儀7）掌握拒收禮品的禮儀1.Grasptherulesandrequirementsofvisitingetiquette；2.Beabletoengageinvisitingactivities；3.Grasptheselectiveruleofgifts；4.Mastertheetiquetteofpresentinggifts；5.Masteretiquetteforchoiceofflowers；6.Mastertheetiquetteofreceivingagift；7.Mastertheetiquetteofrefusingagift.1）掌握拜訪的準(zhǔn)備工作2）掌握拜訪時(shí)的注意事項(xiàng)3）熟練運(yùn)用饋贈(zèng)的六要素4）掌握送花禮儀5）熟悉受贈(zèng)禮儀6）能得體拒收禮品1.Mastertherulesofpayingavisit。2.Grasppointsforattentionforpayingavisit。3.Skillfuluseofsixelementsofpresentinggifts。4.Mastertheetiquetteforsendingflowers；5.Mastertheetiquetteofreceivingagift；6.Decentrejectionofgifts。7情境七：接待與宴請(qǐng)禮儀ScenarioⅦ：ReceptionandBanquetEtiquette1）能完成具體的接待任務(wù)2）能進(jìn)行接待活動(dòng)的組織3）掌握不同規(guī)格的迎送禮儀4）掌握中、西式宴會(huì)的組織5）掌握赴宴的禮儀要求1.Beabletocompletespecificreceptiontasks；2.Capableofconductingreceptionactivities；3.Masterdifferentspecificationsofgreetingetiquette；4.MasteringtheorganizationofChineseandWesternbanquets；5.Mastertherequirementsfordinneretiquette。1）掌握接待的程序與禮節(jié)2）掌握接待的組織3）掌握迎送儀式4）掌握宴會(huì)的組織禮儀5）掌握赴宴的禮儀要求1.Mastertheproceduresandetiquetteofreception；2.Knowtheorganizationofreception；3.Mastertheetiquetteofwelcomingceremonyandseeaguestoff。4.Mastertheorganizationaletiquetteofbanquet；5.Mastertherequirementsfordinneretiquette。8情境八：通聯(lián)禮儀ScenarioⅧ：Communicationetiquette1）正確掌握電話接聽與撥打的禮儀規(guī)范和基本要求2）能夠根據(jù)不同的場(chǎng)合正確使用手機(jī)和手機(jī)短信禮儀3）正確掌握收發(fā)傳真、電子郵件的禮儀規(guī)范4）掌握信函和邀請(qǐng)函的撰寫禮儀1.grasptheetiquetteandbasicrequirementsofansweringanddialingaphone；2.followanetiquetteofmobilephonesandshortmessages；3.grasptheetiquetteofsendingandreceivingfaxesande—mails；4.grasptheetiquetteofwritinglettersandinvitations1）熟悉使用電話、手機(jī)、電子郵件等通訊工具的基本禮儀Familiarwiththebasicetiquetteofusingtelephone，mobilephone，e—mailandothercommunicationtools9情境九：國(guó)際禮賓次序ScenarioⅨ：InternationalProtocolOrder1）能掌握外賓來訪的接待準(zhǔn)備工作內(nèi)容和迎送外賓的禮儀要求2）掌握禮賓次序的安排方法3）掌握國(guó)旗懸掛的方法1.Beabletograspthecontentsofreceptionpreparationforforeignvisitorsandetiquetterequirementsforwelcomingforeignguests；2.Howtoarrangetheorderofprotocol；3.Masterthemethodofhangingthenationalflag.1）外賓來訪的接待準(zhǔn)備2）迎送外賓的禮儀要求3）禮賓次序的安排4）國(guó)旗懸掛的注意事項(xiàng)1.Receptionpreparationforforeignvisitors；2.Etiquetterequirementsforwelcomingforeignguests；3.Arrangementofprotocolorder；4.Mattersneedattentionforflagflying；10情境十：儀式活動(dòng)禮儀ScenarioⅩ：Ritualactivitiesetiquette1）能掌握外事宴請(qǐng)的準(zhǔn)備工作和任務(wù)的安排2）能夠根據(jù)會(huì)見、會(huì)談要求進(jìn)行現(xiàn)場(chǎng)布置、位置安排和服務(wù)3）能夠進(jìn)行簽約儀式現(xiàn)場(chǎng)的布置和服務(wù)要求4）掌握授勛儀式的要求1.Abletomasterthepreparationandtaskarrangementofforeignaffairsbanquet；2.Abilitytoarrange，locateandserveonsiteaccordingtositelayoutsandmeetingrequirements；3.Layoutandservicerequirementsforthesigningceremonysite；4.Mastertherequirementsofmedal—conferringceremony。1）外事宴請(qǐng)的基本形式及準(zhǔn)備工作和任務(wù)2）會(huì)見會(huì)談及場(chǎng)所的布置要求3）簽字儀式和授勛儀式的禮儀要求1.Basicrequirementsandpreparationtasksonforeignaffairsbanquet；2.Requirementsforthelayoutofmeetingplaces；3.Etiquetterequirementsforsigningandawardingceremonies。11情景十一：前廳服務(wù)禮儀ScenarioⅪ：SituationalEtiquetteofFrontOfficeService1）掌握門廳服務(wù)禮儀迎送客人、問好、引路、進(jìn)出電梯、行禮送房的禮儀2）掌握禮賓開門護(hù)頂禮儀3）掌握總臺(tái)的接待、收銀、問詢語(yǔ)言使用規(guī)范、手勢(shì)、表情、物品遞接禮儀4）掌握總機(jī)電話服務(wù)禮儀、崗位電話禮儀5）掌握商務(wù)中心接待語(yǔ)言使用規(guī)范、手勢(shì)、表情、物品遞接禮儀6）掌握投訴處理的談話禮儀1.Grasptheetiquetteofhallserviceonwelcomingguests；2.Mastertheetiquetteofconciergeopeningdoorandguardingroof；3.Mastertheetiquetteatthereceptiondesk；check—outcounter；etiquettesonquestioninglanguage，gestures，expressions，itemsdelivery；4.Mastertelephoneserviceetiquetteandposttelephoneetiquette；5.Masterthestandardofreceptionlanguageinbusinesscenter；alsotheetiquetteofhandgestures，expressions，delivery，etc。6.Grasptheconversationaletiquetteinhandlingcomplaints。1）熟悉禮賓服務(wù)的崗位職責(zé)。2）熟悉前臺(tái)服務(wù)的崗位職責(zé)。3）熟悉總機(jī)服務(wù)崗位職責(zé)。4）熟悉商務(wù)中心的崗位職責(zé)5）熟悉大堂副理的崗位職責(zé)1）Familiarwiththedutiesofconciergeservice。2）Befamiliarwiththepostresponsibilitiesoffrontdeskservice。3）Befamiliarwiththeresponsibilitiesoftheswitchboardserviceposition。4）Familiarwiththepositionresponsibilitiesofthebusinesscenter。5）Familiarwiththedutiesofassistantmanagerinthelobby。12情境十二：餐飲服務(wù)禮儀ScenarioⅫ：Situationaletiquetteofcateringservice1）掌握餐飲服務(wù)人員的儀容儀表儀態(tài)要求2）能夠?yàn)榭腿颂峁┪⑿Ψ?wù)3）能夠結(jié)合崗位工作正確為客人行禮4）迎賓、點(diǎn)菜、侍餐、結(jié)賬、送客服務(wù)員能夠在不同的情境下為客人提供禮儀操作服務(wù)5）迎賓、點(diǎn)菜、菜肴、酒水、結(jié)賬、送客服務(wù)員過程中正確使用敬語(yǔ)6）掌握迎送賓客的禮儀規(guī)范要求1）Masterthegroomingrequirementsofcateringservicepersonnel。2）Canprovideservicewithasmileforguests。3）Beabletoproperlysaluteguestsaccordingtotheposition。4）Waitersandwaitressescanprovideacustomerserviceunderdifferentsituationswithetiquette，suchasgreetingguests，orderingfood，servingmeals，payingbillsandseeingoffguests。5）Correctuseofhonorificlanguageintheprocessofgreeting，ordering，dishes，drinks，check—outandseeingoffguests；6）Mastertheetiquetterequirementsforwelcomingandseeingoffguests.1）了解餐飲服務(wù)業(yè)務(wù)知識(shí)2）熟悉餐飲服務(wù)迎賓、點(diǎn)菜、侍餐服務(wù)的崗位職責(zé)3）熟悉中、西餐宴會(huì)的餐桌擺設(shè)和席位安排的禮儀規(guī)則4）掌握中、西迎賓、點(diǎn)菜、侍餐、結(jié)賬、送客服務(wù)的禮儀規(guī)范13情境十三：客房服務(wù)禮儀ScenarioXIII：Situationaletiquetteofroomservice1）掌握客房服務(wù)人員的儀容儀表儀態(tài)要求2）掌握正確使用電話禮儀提供優(yōu)質(zhì)服務(wù)3）正確掌握進(jìn)入客房的禮儀規(guī)范4）正確掌握樓層遇到客人行禮的方式5）正確掌握送房、洗衣服務(wù)禮儀6）掌握學(xué)生進(jìn)入住客房整理清潔的禮節(jié)規(guī)范1）Masterthegroomingandappearancerequirementsofroomservicestaff。2）Masterthecorrectuseoftelephoneetiquettetoprovidequalityservice3）Correctlymastertheetiquettenormsforenteringtheguestroom4）Correctlymasterthewayofgreetingmeetguestsonthestorey5）Mastertheetiquetteofroomdeliveryandlaundryservice6）Mastertheetiquetteandnormsforstudentstotidyandcleantheguestrooms1）了解客房業(yè)務(wù)知識(shí)2）熟悉客房樓層服務(wù)、房務(wù)中心服務(wù)員崗位的職責(zé)3）掌握向客人行禮、進(jìn)入客房、送房服務(wù)的禮儀規(guī)范4）掌握房務(wù)中心電話接聽、叫醒服務(wù)的禮儀規(guī)范1）Understandinghousekeepingbusinessknowledge2）FamiliarwithPCserviceandresponsibilitiesofhousekeepingservice3）Mastertheetiquettenormsforsalutingguests，enteringtheguestroomandroomdeliveryservice4）Mastertheetiquetteoftelephoneansweringandwake—upserviceintheroomservicecenter14情境十四：會(huì)議服務(wù)禮儀ScenarioXIV：SituationalEtiquetteofConferenceServices1）掌握會(huì)議服務(wù)人員儀容儀表儀態(tài)規(guī)范標(biāo)準(zhǔn)2）掌握會(huì)議短息編輯禮儀、接站服務(wù)、會(huì)議簽到服務(wù)禮儀3）能夠根據(jù)會(huì)議要求合理布置會(huì)場(chǎng)場(chǎng)景和安排席位。4）能夠熟悉會(huì)議引領(lǐng)禮儀5）正確掌握會(huì)議服務(wù)過程中的禮儀規(guī)范6）正確掌握頒獎(jiǎng)典禮的禮儀服務(wù)規(guī)范7）掌握引導(dǎo)退場(chǎng)禮儀規(guī)范1）Masterthestandardofmeetingservicepersonnel'sgroomingandappearance。2）Masterthemeeting’sshortmessageeditingetiquette，pick—upservice，andmeetingcheck—inetiquette。3）Canreasonablyarrangethesceneandseatsaccordingtotherequirementsofthemeeting。4）Befamiliarwithmeetingetiquette5）Mastertheetiquettenormsintheprocessofmeetingservice。6）Mastertheetiquetteandservicestandardsofawardceremonycorrectly。7）Mastertheguidanceandwalk—offetiquettestandard1）熟悉會(huì)議接待服務(wù)的業(yè)務(wù)知識(shí)2）熟悉會(huì)議接待服務(wù)的特點(diǎn)3）掌握會(huì)議服務(wù)的基本原則1）Familiarwiththebusinessknowledgeofconferencereceptionservice2）Befamiliarwiththecharacteristicsofconferencereceptionservice3）Masterthebasicprinciplesofconferenceservice三、課程實(shí)施建議III。Suggestionsoncurriculumimplementation（一）課程組織形式（I）TheFormofCourseOrganization1．注意生源特點(diǎn)，延伸學(xué)生的參與深度，充分發(fā)揮學(xué)生學(xué)習(xí)主體作用1.Payattentiontothecharacteristicsofstudents，extendthedepthofstudents'participation，andgivefullplaytotheroleofstudentsasthemainbodyoflearning。課程內(nèi)容的教學(xué)注意高職生源結(jié)構(gòu)特點(diǎn)，發(fā)揮學(xué)生主體作用，以“從實(shí)踐到理論再到實(shí)踐”的模式安排課程內(nèi)容順序。通過項(xiàng)目式課程內(nèi)容體系與項(xiàng)目式教學(xué)法，提高學(xué)生學(xué)習(xí)的興趣，讓他們“有意義地”掌握這些知識(shí)，有效培養(yǎng)學(xué)生的能力。Theteachingofthecoursecontentpaysattentiontothecharacteristicsofthesourcestructureofhighervocationalstudents，givesfullplaytothemainroleofstudents，andarrangesthecoursecontentsequenceinthemodeof“frompracticetotheorytopractice”。Throughproject—basedcurriculumcontentsystemandproject—basedteachingmethod，students'interestinlearningisenhanced，sothattheycan“meaningfully”graspthisknowledgeandtrainstudents'abilityeffectively。改革傳統(tǒng)的教學(xué)方法學(xué)生被動(dòng)學(xué)習(xí)的弊病，充分調(diào)動(dòng)學(xué)生的學(xué)習(xí)興趣和參與意識(shí)，提高學(xué)生職業(yè)能力。有利于充分發(fā)揮學(xué)生學(xué)習(xí)主體的作用，培養(yǎng)學(xué)生的自學(xué)能力、觀察能力、動(dòng)手能力、研究和分析問題的能力、協(xié)作和互助能力、交際和交流能力、生活和生存的能力。在教學(xué)進(jìn)行過程當(dāng)中，學(xué)生必須自己獨(dú)立制定項(xiàng)目完成計(jì)劃、還必須自我評(píng)價(jià)項(xiàng)目完成情況，這可以培養(yǎng)學(xué)生工作的獨(dú)立性和主動(dòng)性。將酒店企業(yè)相關(guān)組織引入本課程的教學(xué)過程中來，充分發(fā)揮學(xué)生學(xué)習(xí)主體的作用，突出禮儀職業(yè)能力的訓(xùn)練以及與工作和生活實(shí)踐的結(jié)合，有效提高學(xué)生的學(xué)習(xí)興趣和參與意識(shí)。Reformtraditionalteachingmethodinwhichpassivestudyisthemalady，arousethestudent'sstudyinterestandtheparticipationconsciousnessfully，andenhancethestudentoccupationability。Itisconducivetogivefullplaytotheroleofstudentsaslearningsubjects，andcultivatetheirself—studyability，observationability，hands—onability，researchandanalysisability，collaborationandmutualassistanceability，communicationandcommunicationability，lifeandsurvivalability。Intheprocessofteaching，studentsmustindependentlymakeprojectcompletionplansandevaluatetheprojectcompletionstatus，whichcancultivatestudents'independenceandinitiativeinwork。Introducerelevantorganizationsofhotelenterprisesintotheteachingprocessofthiscourse，givefullplaytotheroleofstudents'learningsubject，highlightthetrainingofetiquettevocationalabilityandthecombinationofworkandlifepractice，andimprovestudents'learninginterestandparticipationconsciousnesseffectively。2．教法與學(xué)法改革，探索以項(xiàng)目導(dǎo)向?yàn)橹髦嫉摹皬膶?shí)踐到理論再到實(shí)踐”教學(xué)模式Reformofteachingandlearning，explorationofproject—oriented“frompracticetotheorytopractice”teachingmode。教法上以不同情境的教學(xué)為主，靈活運(yùn)用操作示范、圖片資料、視頻教學(xué)、模擬訓(xùn)練、案例分析、課業(yè)討論等多種教學(xué)方法開展本課題教學(xué)改革。根據(jù)課程性質(zhì)、教學(xué)內(nèi)容和學(xué)生的特點(diǎn)，創(chuàng)造性地進(jìn)行教學(xué)設(shè)計(jì)，恰當(dāng)?shù)剡\(yùn)用必要的現(xiàn)代教育技術(shù)和信息資源，尋求適當(dāng)?shù)慕虒W(xué)方式、方法來組織實(shí)施研究性課堂教學(xué)，努力提高教學(xué)質(zhì)量。Theteachingmethodismainlybasedondifferentsituations，flexiblyusingoperationdemonstration，picturematerials，videoteaching，simulationtraining，caseanalysis，classdiscussionandotherteachingmethodstocarryouttheteachingreformofthissubject。Accordingtothenatureofthecourse，thecontentoftheteachingandthecharacteristicsofthestudents，thecreativeteachingdesign，theappropriateuseofnecessarymoderneducationaltechnologyandinformationresources，thesearchforappropriateteachingmethodstoorganizetheimplementationofresearch—basedclassroomteaching，andstrivetoimprovethequalityofteaching。學(xué)習(xí)引導(dǎo)上，以項(xiàng)目學(xué)習(xí)法的形式把學(xué)生融入有意義的任務(wù)完成的過程中，讓他親自經(jīng)歷中獲得經(jīng)驗(yàn)和學(xué)習(xí)，使學(xué)生積極地學(xué)習(xí)、自主地進(jìn)行知識(shí)的建構(gòu)，以現(xiàn)實(shí)的學(xué)生生成的知識(shí)和培養(yǎng)起來的能力為最高成就目標(biāo)。通過激發(fā)學(xué)生學(xué)習(xí)興趣培養(yǎng)學(xué)生能力，能力提高反過來會(huì)激起更高的學(xué)習(xí)興趣。Intermsoflearningguidance，studentsshouldbeintegratedintotheprocessofcompletingmeaningfultasksintheformofprojectlearningmethod，sothattheycangainexperienceandlearnfromtheirownexperience，activelylearnandindependentlyconstructknowledge，andtaketheknowledgegeneratedbyrealisticandtheabilitycultivatedasthehighestachievementgoal。Inturn，elevatedabilitywillarousestudents’interestinlearning。（二）教材編寫（II）Compilationoftextbooks建立以四大任務(wù)為中心、以情境單元為主要結(jié)構(gòu)形式的教材體系，吸納和更新知識(shí)點(diǎn)和技能點(diǎn)，編寫