第七章饭店服务礼仪.docVIP

第十一章 饭店服务礼仪（Hotel ervice Etiquette）第一节 前厅服务礼仪 （Front Office Service Etiquette） 一、引例 二、前厅部服务人员的仪容仪表要求脸部清洁 头发整洁 着装饰物佩戴手部卫生 （二）前厅服务礼仪 预定服务礼仪.接待处服务礼仪 .迎送服务礼仪 .行李服务礼仪 （1）散客抵店行李服务 2）散客离店行李服务.问讯服务礼仪 .结账服务礼仪.电话总机服务礼仪 .大堂副理服务礼仪 .其他代办服务礼仪 、课堂练习：角色模拟训练 A guest calls the hotel reservationist to revise his room reservation by changing the dates, room types and the number of rooms. （2） Mr. Bill from USA, comes to our city for a two-day visit. He wants to stay at our hotel. The receptionist helps him fill out the registration form. （3） A guest comes to the Front Office to check out. The cashier receives him and goes through the formalities with the guest. 第二节 客房服务礼仪 （Housekeeping Service Etiquette）一、引例二、客房部服务人员的素质要求 1.仪表与仪容。 .客房工作人员的礼节礼貌 （1）“八字”工作法：从宾客进店到离店，从始至终要做到迎、问、勤、洁、灵、静、听、送等八个字。即： 迎：客人到达时要以礼当先，热情迎客。 问：见到客人要主动打招呼问好。 勤：服务员在工作中要勤快，迅速稳妥，为宾客提供快速敏捷、准确无误的服务。同时在工作中还要做到手勤、眼勤、嘴勤、腿勤，为宾客办事勤快，不图省事，不怕麻烦。 洁：房间要保持清洁，勤整理，做到每日三次进房检查整理房间。坚持茶具消毒，保证宾客身体健康。 灵：办事要认真，机动灵活，眼观六路，耳听八方，应变能力强。 静：在工作中要做到说话轻，走路轻，操作轻，保持楼层环境的安静。 听：在工作中要善于听取客人意见，不断改进工作，把服务工作做在客人提出之前。 送：客人离店送行，表示祝愿，欢迎再次光临。 （2）“五个服务”包括：主动服务、站立服务、微笑服务、敬语服务、灵活服务。 （3）“五声”：宾客来店有迎声；宾客离店有告别声；宾客表扬有致谢声；工作不足有道歉声；宾客欠安有慰问声。 （4）“十一个字”：您，您好，请，谢谢，对不起，再见。 客房部工作礼仪 1.楼层接待服务礼仪 .客房清洁服务礼仪 .访客接待礼仪 .离店服务礼仪 .特殊情况服务礼仪.其他服务礼仪 、课堂练习 1.请根据下面情景回答问题： （1）遇到访客到楼层时，该怎么办？ （2）如果客人在房间里长时间挂“请勿打扰”牌，怎么办？ 2、Role playing: C. You knock at the door to see if your guest needs a service. G. You don’t want to be disturbed and you just want some fresh water and you hope that he/she give you a morning call the next day. Sample C. Housekeeping . May I come in? G. Yes. Please. C. I’m sorry to disturb you, sir. Would you like me to clean your room? G. No. not at this moment. I would like a rest after yesterday’s long flight. C. Maybe you are not used to the time difference here. Anything I can do for you? G. Can you get me a thermos of hot water. I really need some fresh tea. C. Oh, I’m sorry. I will fill it at once. G. Thank you. And please hang the “Do not disturb” sign outside my d