《职业形象造与服务接待礼仪培训》-吴惠倩.doc

先之——酒店业教育培训网 公司地址：杭州市文一西路462号文新科技楼三楼 咨询热线：0571 传真号码：0571E—MAIL：sunny.cai@9 通过研发和传播国际实战管理的课程，培育新型酒店管理人才，帮助中国酒店人走出教育培训的困境曾服务于香格里拉、喜来登、凯悦、希尔顿、洲际等国际联号酒店的职业经理人和一批具有实战能力的培训专家为导师团队。提高素质调动积极性、确立形象提高素质调动积极性、确立形象讲师简介：授课风格：培训案例： 1、得体的服饰打扮(仪容仪表) 1）个人卫生 2）具体从头到脚的10要点 2、规范的举止姿势(仪态) 1) 常见的10种不良举止 2）优雅规范的动作 ● 规范的站姿 ● 走姿 ● 坐姿 ● 手势 ● 四轻要求 3）神态 ● 微笑的魅力 ● 目光真诚 ● 柔和 ● 亲切 ● 关注 3、礼貌的语言谈吐 1）无声的语言 2）有声的语言：声音、配合感情和表情、礼貌十字用语、灵活性、完整正确。 ·礼貌用语“顺口溜” ·“十”字礼貌用语 二、相关服务及商务礼仪 1、基本对客服务礼仪 1）如何问候迎接 ●文明十字 ●接待三声 ●热情三到 2）如何运用目光礼 3）如何助臂服务 4）如何递送证件、资料、物品 5）如何引领客人 ●指引方向 ●在走廊引路 ●在楼梯上引路 ●搭乘电梯 ●乘车 6）如何收找钱款 7）如何安排车位 8）电话礼仪 ●打电话 ●代接电话 ●请客待机 ●代转电话 ●记留言 ●结束电话 ●其它注意事项 2、接待礼仪 1）如何握手 2）如何接递名片 ●名片的准备 ●递的方法及顺序 ●接名片 ●互换名片 ●注意事项 3）如何介绍 ●介绍他人 ●称呼 ●顺序 ●自我介绍 ●被介绍 ●注意事项 4）拜访礼 5）如何送礼 6）与上司、客人相处的礼仪 3、 交谈礼仪 1）交谈的原则 ●尊重为先 2）交谈的语言 ●吐字清晰语言标准礼貌用语文明礼貌规范 leading role, strengthening the capacity of regional radiation. Urban and rural is an inevitable trend, also required from a broader construction of the rapid transit system. Entering the 21st century, the city has maintained fast development momentum, are feature-rich and enhanced. Inherent of city space tends to saturated, in more fast of development speed Xia, city population scale also constantly expansion, city function too concentrated by brings of problem increasingly serious, how Guide City by single center to core-network mode development, by Center City to peripheral group, and tablets District ordered, and efficient expand is future city development must faced of problem, apparently, track traffic for Guide City axis to development, support city space structure optimization and expand has not alternative of role. In 2014, Yibin city peoples Government and the new road bridge stock limited liability company signed the modern streetcar project a strategic cooperation agreement, new road bridge agreement express