Bodylangauge行为准则.pptx

1、CHATEAU STAR RIVERBODY LANGUAGE,星河湾酒店行为标准,CHATEAU STAR RIVER,Body language While Standing 站姿 Body 身体 : Chest out, tuck in stomach, stand straight. 挺胸、收腹、站笔直。 Head 头部 : Look ahead, head up with a natural smile 目光向前，抬头并自然微笑。 Shoulder 肩膀 : Square shoulders 肩膀放平。 Hands 双手 : Put naturally in front, the r

2、ight hand above. 双手自然垂下，右手轻抓左手背，放于身前 Feet 双脚 : Slightly apart 微微分开 Male 男性 : 10:10, Female 女性 : 11:05，右脚跟放在左脚弓处 Watch Body language refer to the role model/picture/Video 请看真人示范/图片/短片,Body language While Walking 步行 (1) Walk gracefully with suitable pace; 用适宜的步速步行 Walk upright and keep your feet towar

3、ds the front; 笔直地步行并保持双脚向前 Look ahead and smile naturally; 目光向前并自然微笑 Straighten your back, draw in your belly, and pull your chin back. 背要挺直，收腹，略收下巴。,CHATEAU STAR RIVER,CHATEAU STAR RIVER,Body Language while Walking 步行 (2) Always walk on the right side 总是靠右走 When seeing a guest, make natural eye con

4、tact and smile before 6 steps; slightly stop and greet them enthusiastically 当见到客人时，在约6步距离处向客人微笑，在23步距离处稍微停 顿，保持站姿，热情问候客人。 Watch Body language refer to the role model / picture/Video 请看真人示范/图片/短片,CHATEAU STAR RIVER,Body language while Directing 避免步行过快。注意客人的位置。 When changing directions, show the gues

5、ts the way with hands in advance. 当方向转变时，预先用手指引客人。 Watch Body language refer to the role model/picture/Video 请看真人示范/图片/短片,CHATEAU STAR RIVER,Body language while Sitting 坐姿 Get on the seat; Flatten your skirt and sit lightly 坐上座位；放平裙子并坐笔直。 Sit: Straighten your back. Sit on two thirds of the chair 坐：背

6、挺直。只坐凳子的三分之二。 Expression: Look straight and smile naturally 表情：眼光向前看并自然微笑 Legs position: Females should clasp the hands and put them on the knees with the feet together, slightly sliding your legs to the left. 双手自然放于膝上，双脚合拢并微侧。 Watch Body language refer to the role model/picture/Video 请看真人示范/图片/短片,B

7、ody language while Receiving 保持离客人一步远，避免与客人面对面； Eye contact/expression; 注意眼神交流/表情； Peaceful and natural expression; 保持平静自然的表情； Do not look into others eyes straightly or watch them below their chest level; 避免盯着对方的眼睛或者看低于其胸部的地方；,CHATEAU STAR RIVER,Body Language while Conversing with guests 与客人交谈 （2）

8、Dont Lean 不准斜靠着与客人交谈. -Use Hand gesture 使用正式及适当的手势，但切忌动作过于夸张及频密。 Use hands with open palm and take the elbow joint as a fulcrum and move in small range. 当使用双手时，张开手掌并以手肘为支点小幅度移动。,CHATEAU STAR RIVER,Body Language while Conversing with guests 与客人交谈 （3） -Do not clench the fist. 避免握紧拳头。 -Do not point gue

9、sts. 避免用手指客人。 -Do not yell, hold your chin in palm and touch your ears and cheek. 避免大叫，手托下巴，用手碰触耳朵及面颊。 -Do not look around, look at watches, yawn, stretch yourself, or play something unconsciously. 避免周围看，看表、打呵欠、伸懒腰，或者下意识做其它小动作。 Watch Body language refer to the picture/Video 请看图片/短片示范,CHATEAU STAR RI

10、VER,Body Language While Shake hands 握手 If you are sitting, stand up and walk from behind the table. Smile warmly and take the Initiative to shake hands with guests. 如果你是坐着的，起立并从桌子背后走。热情地微笑并主动与客人 握手。 If you are standing, walk towards the guest to shake hand. 若你是站着的, 应主动迎上前与客人握手. Keep eye contact; 保持眼

11、神交流； Man: full handshake; woman: 2/3 and light handshake. 男士：握全手掌；女士：只握住2/3手掌。 Shake hands up and down for only once or twice. Do not grasp others hands for long time. Avoid hand sweat. 握手时上下移动一到两次。避免长时间抓住对方的手。避免有手汗。 Watch Body language refer to the picture/Video 请看图片/短片示范,CHATEAU STAR RIVER,Body La

12、nguage While Taking a lift 乘搭电梯 （1） Let all the people get out first. Then enter the lift in order. 让电梯里面的人先出来再按秩序进去。 Lady or guest first. 女士或客人优先。 Push the “open” button and not close the door until others all get in; 站在电梯外以一手手心挡住电梯门，身体微微前倾以示尊重，但切勿 阻挡门前的出入空间。,CHATEAU STAR RIVER,Body Language in the Take a lifts 乘搭电梯 （2） Actively ask for the floor (s) where the guests would like to go and press the floor button for guest. If possible take the lift to the floor where you want to go until all the guests have got out. 主动询问客人需要到达的楼层并为客人按相应按钮。可能的话让所有 客人都离开了再去自己所要去的楼层。 Wait for the next one if