Yan Yidan teacher hotel etiquette training class income.

Through training, the image, personal behavior and customer service skills of hotel employees can meet the standard requirements, thus meeting the image and standards of the hotel, meeting the expectations of guests and creating good social and economic benefits.

Through training, hotel staff can understand the importance of service etiquette, effectively improve service awareness and service mentality, make guests feel at home by using good customer service relations, properly meet the needs of guests and handle complaints, build team spirit and enhance pride.

Establish a better image for the hotel through training and bring more comprehensive benefits to the development of the hotel.

Teacher Yan Yidan's Hotel Etiquette Training Program

The first lecture: improve the service consciousness of hotel staff-shape a positive and healthy mentality.

1, how to keep the sunshine mentality?

2, how to cultivate a good sense of work

3. Why do I work?

4. Who do I work for (the revelation of "Who pays me")

5. What should I do?

6. Create a sunny attitude and establish a sense of crisis.

Lecture 2: Establishing the image etiquette of hotel staff-designing the image for your success.

A, employee image etiquette

Guidance on unification and standardization of work clothes

Clothing color matching skills

Jewelry wearing requirements

Gentle and simple professional hairstyle

Elegant professional makeup guidance

Second, professional behavior.

1, graceful figure shaping (for men)

Step 2 pose with temperament (for women)

3, steady, generous, gestures.

4, healthy posture sitting posture, standing posture, walking posture, squatting posture.

Special movements-bow, guide, shake hands

Lecture 3: Hotel staff smile service etiquette training-your smile is worth millions.

1, facial expression-application of eyes

1) gaze position

2) Angle of gaze

3) the skill of staring

4) Staring time

2, facial expression-the charm of a smile

Types of laughter

2) the elements of a smile

3) Appear in front of customers with a smile.

Step 3 smile training

1) other induction methods

2) Emotional recall method

3) Mouth shape control method

4) habitual smile

5) Tooth exposure method

Lecture 4: Language Charm in Hotel Service-Mastering Comfortable Conversation Style

1, mastering pronunciation, speaking speed, intonation and volume.

2, hospitality three or four: audio greetings, questions and answers, walking and sending.

3. Polite expressions and taboos in the service process.

4. Grasp the role of successful communication

Lecture 5: Courtesy of Front Office and Room Service-Make guests feel at home.

1, front desk reception

Customer service initiatives/greetings

How to communicate effectively with guests

Etiquette code for front desk cashier

Specification for telephone etiquette at the front desk

Communication between front desk and guest room

2, the hotel lobby manager service etiquette

Understand the responsibilities of the lobby manager

Correctly understand guest complaints

Listen carefully to the guests' complaints.

Lecture 6: Hotel Catering Etiquette

1. Serve tea etiquette

2. Coffee etiquette

3. Table number and seating arrangement

4. Taboos on Chinese and Western food tables

5. Western etiquette

Lecture 7: "Comprehensive Quality" Training for Hotel Employees

1, service consciousness

Why should we have a sense of service?

How to lose customers?

3. How to observe customers

4. How to predict the customer's demand?

5. Close the relationship with customers.

6. How to guide customers

7. Communicate effectively with customers

8, handling customer complaints skills

Lecture 8: Five-step training method of etiquette-continuous improvement and pursuit of perfection

1, look-observe the customer's skills

2, listening-close the relationship with customers.

3, smile-the charm of a smile

4. Say-What do customers care more about?

5, mobile-the use of body language skills