中、英文服务礼仪修练课件

酒店礼仪HotelEtiqutteTrainingSHICC酒店礼仪HotelEtiqutteTrainingS1Content

目录

Thebasicconnotationofetiquette礼仪基本内涵Hoteletiquettetraining酒店礼仪SHICCContent

目录

Thebasicconn2Theoriginofetiquette

礼仪的来源

法庭上的通行证Courtpass

人际交往通行证Humancommunicatedpass“握手礼”的起源TheoriginofthebehaviorofhandshakeSHICCTheoriginofetiquette

礼仪的来源3Theconnotationofetiquette

礼仪的内涵礼仪Etiquette谦恭有礼的言谈举止CourteousBehavior教养、规矩、礼节EducationandProprietyisceremony仪式、典礼、习俗等ThecustomofCeremonyandrite西方

Occidental

SHICCTheconnotationofetiquette

4Theconnotationofetiquette

礼仪的内涵礼政治制度Politicalsystem礼貌礼节Manners礼物Present东方Oriental仪准则、法度Rulesandstatute仪式、礼节Ceremony仪容、仪表AppearanceSHICCTheconnotationofetiquette

5CComingintotheformalwordofsuccessfulperson走进成功者的礼仪世界

人生的起点人生的终点

Vigorous

Common

LugubriousA代表轰轰烈烈

B代表平平凡凡

C代表凄凄惨惨ABThestartingpointoflifeTheendpointoflifeSHICCCComingintotheformalwordo6Comingintotheformalwordofsuccessfulperson走进成功者的礼仪世界罗斯福总统与爱丽诺夫人SHICCComingintotheformalwordof7Comingintotheformalwordofsuccessfulperson走进成功者的礼仪世界SHICCComingintotheformalwordof8Theconnotationofetiquette

礼仪的内涵Theconnotationofprotocolistherulesandstatuteswhichareformedinthesocialcommunity，therulesandorderswhichareboundbypeopletogether，anditisusedtobindpeople,sdesire,soastoachievethegoalofharmonyofhumancommunication.

约定俗成,共同遵守的行为准则／道德规范／秩序；约束人类欲望，实现人际关系的和谐．

MannersEtiquetteAppearanceCeremony具体表现：礼貌、礼节、仪表、仪式

律己敬人

SHICCTheconnotationofetiquette

9

Etiquetteiscomprehensivereflectionofpersonalquality

礼仪是个人素养的综合体现Appropriateclothing得体的衣着Refinementofmanners

文雅的举止Appropriategreeting恰当的问候Refinedandcourteousbehavior彬彬有礼的行为Etiquetteisamirrorthatcanreflectyourself-----Goethe

“礼仪是反映自己的镜子”——歌德

SHICC

Etiquetteiscomprehensivere10Etiquetteiscomprehensivereflectionofpersonalquality

礼仪是个人素养的综合体现SHICCEtiquetteiscomprehensiveref11Etiquetteiscomprehensivereflectionofpersonalquality

礼仪是个人素养的综合体现SHICCEtiquetteiscomprehensiveref12Thefarfrometiquette,thefarfromsuccess

离礼仪有多远，离成功就有多远

Kennedy肯尼迪49.9:49.6尼克松NixonTheslightdifferencesofvoteinthehistoryofUSApresidentelectionSHICCThefarfrometiquette,thefa13Theprincipleofetiquette

礼仪的原则Theprincipleofequality

平等Theprincipleofgoodfaith

诚实Theprincipleoftolerance

宽容Theprincipleofself-discipline

自律SHICCTheprincipleofetiquette

礼仪的14Theprincipleofetiquette

礼仪的原则SHICCTheprincipleofetiquette

礼仪的15Theprincipleofetiquette

礼仪的原则萧伯纳SHICCTheprincipleofetiquette

礼仪的16Theprincipleofetiquette

礼仪的原则SHICCTheprincipleofetiquette

礼仪的17Theprincipleofetiquette

礼仪的原则SHICCTheprincipleofetiquette

礼仪的18Theprincipleofetiquette

礼仪的原则SHICCTheprincipleofetiquette

礼仪的19Theeffectofetiquette

礼仪的作用Thecountrywhichpaymoreattentiononetiquettewillbeprosperousandstrong

国尚礼则国昌

Thefamilywhichpaymoreattentiononetiquettewillbelarger

家尚礼则家大Thebodywhichpaymoreattentiononetiquettewillbecorrectitude

身尚礼则身正

Theheart

whichpaymoreattentiononetiquettewillbecalm

心尚礼则心泰

SHICCTheeffectofetiquette

礼仪的作用20

Thecountryofetiquette

礼仪之邦Nowatchingwithoutproperetiquette

非礼勿视Nolisteningwithoutproperetiquette

非礼勿听Nospeakingwithoutproperetiquette非礼勿言Notouching

withoutproperetiquette非礼勿动SHICC

Thecountryofetiquette

21

看Looking听Listening笑Smiling说Speaking形BehavingFiveitemsofhoteltraining酒店礼仪五项修炼SHICC

看听笑说形Fiveitemsofhoteltrai22

Etiquetteofwatching

“看”的礼仪ThreeareasFourdistances三个区域

:

四个距离:

Closedistances

亲密距离

Socialcommunicateddistances

社交距离

Businessdistances

公务距离

Publicdistances

公众距离

Businessareas

公务区域Socialcommunicatedareas

社交区域Closeareas亲密区域SHICC

Etiquetteofwatching

“看23Etiquetteoflistening

“听”的礼仪深层次的听deeplylevelsoflisteningSHICCEtiquetteoflistening

“听”的礼仪24Etiquetteofsmiling

“笑”的礼仪SHICCEtiquetteofsmiling

“笑”的礼仪SHI25Smiletraining

Don,tpronounceandgrinbutmoveyourcornersofmouthupwards

1、不发音、嘴角向上微提Pronouncing“Yi”2、念“一”Moutheyesexpressionshouldbecoordinated3、口、眼、神协调Smile、Language4、微笑+语言Smile、BehavingAppearancewithposture5、微笑+仪表、体态SHICCSmiletraining

Don,tpronounce26Etiquetteofsmiling

“笑”的礼仪SHICCEtiquetteofsmiling

“笑”的礼仪SHI27Whose

smileisthemostbeautiful看看谁的微笑最美？Interactivesmile

互动微笑SHICCWhosesmileisthemostbeaut28Etiquetteofspeaking

“说”的礼仪Goodwordsmakepeoplefeelwarmeveninthecoldestday“良言一句三冬暧”Abuse

wordsmakepeoplefeelcoldeveninthehottestday“恶语伤人六月寒”SHICCEtiquetteofspeaking

“29Etiquetteofspeaking

“说”的礼仪拿破仑约瑟芬SHICCEtiquetteofspeaking

“说”的礼仪拿破30Etiquetteofspeaking

“说”的礼仪上海希尔顿酒店屋顶花园餐厅SHICCEtiquetteofspeaking

“说”的礼仪上海31Etiquetteofhotelbehaving

酒店“形”的礼仪TheprincipleofTPO着装ＴＰＯ原则Appearance仪表Looks仪容Manner仪态(无声>有声)SHICCEtiquetteofhotelbehaving

酒32NoTouchingWithoutProperEtiquette非礼勿行(无声>有声)SHICCNoTouchingWithoutProperEti33内化于心的12种品德忠诚——衷心者不遭解雇敬业——每天比上司多做一些自动自发——不要事事等人交代负责——绝对没有借口，保证完成任务注重效率——算算你的使用成本结果导向——咬定功劳，不看苦劳SHICC内化于心的12种品德忠诚——衷心者不遭解雇SHICC34内化于心的12种品德善于沟通——当面开口，当场解决合作——团队提前，自我退后积极进取——永远跟上酒店的步伐低调——才高不必自傲节约——别把酒店的钱不当钱感恩——想想是谁成就了今天的你SHICC内化于心的12种品德善于沟通——当面开口，当场解决SHICC35Serviceconsciousness

Theexampleofserviceconsciousness

ThestoryofWangyongqinSHICCServiceconscious36

谢谢各位绅士、淑女！LadiesandGentlementhankyouforyourattendance!SHICC谢谢各位绅士、淑女！LadiesandGentle37酒店礼仪HotelEtiqutteTrainingSHICC酒店礼仪HotelEtiqutteTrainingS38Content

目录

Thebasicconnotationofetiquette礼仪基本内涵Hoteletiquettetraining酒店礼仪SHICCContent

目录

Thebasicconn39Theoriginofetiquette

礼仪的来源

法庭上的通行证Courtpass

人际交往通行证Humancommunicatedpass“握手礼”的起源TheoriginofthebehaviorofhandshakeSHICCTheoriginofetiquette

礼仪的来源40Theconnotationofetiquette

礼仪的内涵礼仪Etiquette谦恭有礼的言谈举止CourteousBehavior教养、规矩、礼节EducationandProprietyisceremony仪式、典礼、习俗等ThecustomofCeremonyandrite西方

Occidental

SHICCTheconnotationofetiquette

41Theconnotationofetiquette

礼仪的内涵礼政治制度Politicalsystem礼貌礼节Manners礼物Present东方Oriental仪准则、法度Rulesandstatute仪式、礼节Ceremony仪容、仪表AppearanceSHICCTheconnotationofetiquette

42CComingintotheformalwordofsuccessfulperson走进成功者的礼仪世界

人生的起点人生的终点

Vigorous

Common

LugubriousA代表轰轰烈烈

B代表平平凡凡

C代表凄凄惨惨ABThestartingpointoflifeTheendpointoflifeSHICCCComingintotheformalwordo43Comingintotheformalwordofsuccessfulperson走进成功者的礼仪世界罗斯福总统与爱丽诺夫人SHICCComingintotheformalwordof44Comingintotheformalwordofsuccessfulperson走进成功者的礼仪世界SHICCComingintotheformalwordof45Theconnotationofetiquette

礼仪的内涵Theconnotationofprotocolistherulesandstatuteswhichareformedinthesocialcommunity，therulesandorderswhichareboundbypeopletogether，anditisusedtobindpeople,sdesire,soastoachievethegoalofharmonyofhumancommunication.

约定俗成,共同遵守的行为准则／道德规范／秩序；约束人类欲望，实现人际关系的和谐．

MannersEtiquetteAppearanceCeremony具体表现：礼貌、礼节、仪表、仪式

律己敬人

SHICCTheconnotationofetiquette

46

Etiquetteiscomprehensivereflectionofpersonalquality

礼仪是个人素养的综合体现Appropriateclothing得体的衣着Refinementofmanners

文雅的举止Appropriategreeting恰当的问候Refinedandcourteousbehavior彬彬有礼的行为Etiquetteisamirrorthatcanreflectyourself-----Goethe

“礼仪是反映自己的镜子”——歌德

SHICC

Etiquetteiscomprehensivere47Etiquetteiscomprehensivereflectionofpersonalquality

礼仪是个人素养的综合体现SHICCEtiquetteiscomprehensiveref48Etiquetteiscomprehensivereflectionofpersonalquality

礼仪是个人素养的综合体现SHICCEtiquetteiscomprehensiveref49Thefarfrometiquette,thefarfromsuccess

离礼仪有多远，离成功就有多远

Kennedy肯尼迪49.9:49.6尼克松NixonTheslightdifferencesofvoteinthehistoryofUSApresidentelectionSHICCThefarfrometiquette,thefa50Theprincipleofetiquette

礼仪的原则Theprincipleofequality

平等Theprincipleofgoodfaith

诚实Theprincipleoftolerance

宽容Theprincipleofself-discipline

自律SHICCTheprincipleofetiquette

礼仪的51Theprincipleofetiquette

礼仪的原则SHICCTheprincipleofetiquette

礼仪的52Theprincipleofetiquette

礼仪的原则萧伯纳SHICCTheprincipleofetiquette

礼仪的53Theprincipleofetiquette

礼仪的原则SHICCTheprincipleofetiquette

礼仪的54Theprincipleofetiquette

礼仪的原则SHICCTheprincipleofetiquette

礼仪的55Theprincipleofetiquette

礼仪的原则SHICCTheprincipleofetiquette

礼仪的56Theeffectofetiquette

礼仪的作用Thecountrywhichpaymoreattentiononetiquettewillbeprosperousandstrong

国尚礼则国昌

Thefamilywhichpaymoreattentiononetiquettewillbelarger

家尚礼则家大Thebodywhichpaymoreattentiononetiquettewillbecorrectitude

身尚礼则身正

Theheart

whichpaymoreattentiononetiquettewillbecalm

心尚礼则心泰

SHICCTheeffectofetiquette

礼仪的作用57

Thecountryofetiquette

礼仪之邦Nowatchingwithoutproperetiquette

非礼勿视Nolisteningwithoutproperetiquette

非礼勿听Nospeakingwithoutproperetiquette非礼勿言Notouching

withoutproperetiquette非礼勿动SHICC

Thecountryofetiquette

58

看Looking听Listening笑Smiling说Speaking形BehavingFiveitemsofhoteltraining酒店礼仪五项修炼SHICC

看听笑说形Fiveitemsofhoteltrai59

Etiquetteofwatching

“看”的礼仪ThreeareasFourdistances三个区域

:

四个距离:

Closedistances

亲密距离

Socialcommunicateddistances

社交距离

Businessdistances

公务距离

Publicdistances

公众距离

Businessareas

公务区域Socialcommunicatedareas

社交区域Closeareas亲密区域SHICC

Etiquetteofwatching

“看60Etiquetteoflistening

“听”的礼仪深层次的听deeplylevelsoflisteningSHICCEtiquetteoflistening

“听”的礼仪61Etiquetteofsmiling

“笑”的礼仪SHICCEtiquetteofsmiling

“笑”的礼仪SHI62Smiletraining

Don,tpronounceandgrinbutmoveyourcornersofmouthupwards

1、不发音、嘴角向上微提Pronouncing“Yi”2、念“一”Moutheyesexpressionshouldbecoordinated3、口、眼、神协调Smile、Language4、微笑+语言Smile、BehavingAppearancewithposture5、微笑+仪表、体态SHICCSmiletrain