《职业形象塑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 in plaque; four people into housing estates such as temperature in the shed beside a pile of dead leaves. At this point, running footsteps village people, down with Japan devil, dare it! to avenge dead! Red shasheng, slogan, roar of the bullet, grenade explosions were heard. After about half an hour after the gunfire stopped, came the sound of boots trampling the enemy, flogged, inmates issued a cry of pain. At this time, 5, 6 the devil entered the Department a few people hiding the mansion, kicked open the shed door, suddenly a beam of light came in, I saw the Devil with a bayoneted gun, that pile of dry leaves dump to the corner stamp. The scene, hiding behind that plaque, Xie Chengji was seen clearly, see the danger he issued blimey shrieks, which fell from behind the plaque. Sheds and tossing the Devils heard the cry, they rushed onto the Hall, Xie was stabbing with bayonets, Xie Chengji was blood like a fountain, and herring. When the second batch of Devils come in, a look at the Windows and doors wide open, lay co