洲际基本服务礼仪培训.pptVIP

-Give our back to the guest 完全后背朝人 - Bow directly without squat and turn up one leg 不曲腿，直接弯腰，一条腿翘起 Squat 下蹲 Oh ! NO ! 5. Direction 指引方向 Hands 手位 伸出手掌指示方向 掌心向外 四指并拢 拇指内扣 Direction 指引方向 What shall we do? 我们应该怎样做？ Body 躯干 Stand up 起立 Raise our head, don’t be bow-backed 挺胸抬头、身姿挺拔 Do not give your back to guests 保持身体和客人的身体相对，不要背对客人 If the guest ask for leading, we should lead the guest by walking in front of him/her with the distance of about 1meter. 如客人需要引领，应站在客人前方一米左右 Direction 指引方向 What shall we do? 我们应该怎样做？ Show the way by - using his/her finger 用手指指示方向 - pouting his/her mouth 用努嘴指示方向 - using his/her eye expressions 用眼神指示方向 Direction 指引方向 Oh ! NO ! 6. Welcome 迎宾 Eye contact with smile 目光注视、面带微笑 Greet guests 向客人致以问候 - Slightly pitch our body 身体微微前倾 - Show the direction for guests 伸手为客人指引方向 Welcome 迎宾 7. Give Way 让道 In a narrow isle, when we walk facing a guests 在狭窄的过道，同客人迎面而行时 - In a narrow isle, when we walk in front of a guest 在狭窄的过道，同客人相向而行时（此时你走在客人前面） When we finish a conversation with guest, even in a spacious area (eg. in the lobby) 即使在宽阔的区域（如大堂），当你和客人结束谈话时 When do we need to give way for guests? 何时我们需要为客人让道？ Gave Way 让道 Back off a little bit 往旁退出一小步 - Slightly pitch our body 身体微微前倾 - Show the direction for guests 伸手为客人指引方向 - Eye contact with smile 目光注视、面带微笑 - Greet guests if necessary 向客人致以问候（如有必要） Gave Way 让道 What shall we do? 我们应该怎样做？ 8. Take Escalator 乘坐厢式电梯 Show the way for guests before we take escalator. We may take first and lead the guest by standing in front of him/her. 乘坐自动扶梯前应伸手示意客人。自己可先行搭乘，在客人前方引领。 Stand by right side and leave the left side for those who are in a hurry 尽量靠右站立， 把左边的空间让给有急事的人 Take Escalator 乘坐自动扶梯 What shall we do? 我们应该怎样做？ Two steps for once (ladies) 两级一跨台阶（女士） Stand by left side 靠左站立 Stand behind the guest we are accompanying 落在陪同客人的后面 Oh ! NO ! Take Escalator 乘坐自动扶梯 Press the button for guests,