How to train hotel staff grooming

Hotel Service Etiquette Training Syllabus

First: Course Introduction of Hotel Etiquette

I. Overview of Etiquette and Hotel Etiquette

1. Historical Origins of Etiquette

2. Fundamentals of Hotel Etiquette

3. Differences in Etiquette between East and West

4. Communication of Verbal and Non-verbal Messages

5, Hotel etiquette is easy to ignore the details of etiquette

6, the hotel's service personnel need to re-understand themselves

Two, hotel etiquette overview

1, why learn etiquette?

The image of the service personnel to convey the information and role

2, how to learn etiquette?

The main content, characteristics, principles of hotel etiquette

Three, what kind of hotel guests?

1, Mr. Qian asked: what kind of people are hotel guests?

2, students answered:

(1) "The guest is God!"

(2) "Guests are friends!"

(3) "The guest is the teacher!"

(4) "The guest is the breadwinner!"

3. Mr. Qian replied, "A guest is a guest.

4, the guest of the hotel etiquette service requirements

Share: have "etiquette" go everywhere

Discussion: If you are a customer of the hotel, what kind of service staff service you like?

The second part: the image of the service personnel etiquette training

One, the service personnel grooming etiquette

1, the service personnel grooming instrumentation norms

2, shaping a good first impression

(1) the first impression = the first round of the effect

(2) 7 seconds to decide the other party's first impression of you

3, confidence! Is the beginning of the image of the service personnel

4, why service personnel look beautiful?

(1) Clothing: the standardized wearing of uniforms

(2) Accessories: how to match (icing on the cake or adding to the snake?)

5, the hotel's make-up etiquette

(1) the norms of the service personnel make-up

(2) the norms of the service personnel hair

(3) the service personnel of other grooming norms

Two, the service personnel of the excellent image management

1, impression management

Shape a good first impression

2, body language management

Silence is better than sound

3, appearance management

Excellent appearance can enhance your overall level

4, dress management

Your dress tells everyone who you are!

5. Expression Management

21st Century Winning Formula

6. Language Management

I can understand you as soon as you open your mouth

7. Clothing Management

Clothing is full of social symbols

8. Makeup Management

Knowing your own skin color and face shape

9. Detail Management

Details reflect taste

Third, the image of the service personnel etiquette requirements

1, the requirements of the hair

2, the requirements of the face

3, the requirements of the arms

4, the requirements of the legs

5, the requirements of the makeup

6, the requirements of the dress code

The third: hotel smile service etiquette training

1, hotel smile etiquette service overview

1, grooming - beautiful and profound

2, sincere smile - from the heart and enjoy it

3, body language - from the heart and enjoy it

4, the requirements for legs p>3, body language - habitual and natural

4, expectant eyes - sincerity and trust

5, confident and strong - so that the other party trusts that you have the ability to Problem-solving ability

Two, the hotel smile service etiquette and skills

1, facial expression

2, the use of eyes

(1) the part of the gaze

(2) the angle of the gaze

(3) the skills of the gaze

(4) the time of the gaze

3, facial expression (smile) )

(1) Types of smiles

(2) The essentials of a smile

(3) Smile is a shortcut to enhance goodwill

(4) No good interpersonal relations without a smile

(5) Smile is the first job of the service staff

4. Smile Exercises for the Service Staff

Three, the hotel imported "The famous Wal-Mart smile standard training course"

1, the hotel smile training objectives:

Habitual connotation, goodwill, sincere, confident smile, such as a cup of sweet wine, calling people to linger sound!

2, the hotel smile training slogan:

Smile, laugh to your heart's content! Laugh at yourself, laugh at others, laugh at life, laugh at everything!

3, the hotel smile training methods:

(1) others induced method - the table, students each other through some interesting jokes, actions to trigger each other to laugh.

(2) emotional memory method - by recalling their own past, fantasizing about the beauty of what they will experience to trigger a smile.

(3) Mouth shape comparison method - through some similarity of pronunciation mouth shape, to find the most beautiful smile state suitable for yourself.

For example, "one", "eggplant", "heh", "ha" and so on.

(4) Habitual feint smile - forcing yourself to forget your worries and concerns and pretend to smile. After a long time and more times, it will change the state of mind and give out a natural smile.

(5) Teeth exposure method - smiling without showing teeth is a smile; showing the upper row of teeth is a light smile; showing the upper and lower eight teeth is a medium smile; teeth open to see the tongue is a big smile.

4, hotel smile training steps:

(1) basic training:

A, class, each person to prepare a small mirror, do face exercise.

B, with eye movement.

C, do a variety of expression training, active facial muscles, so that the muscles are full of elasticity; rich in their own expression warehouse; fully express the thoughts and feelings.

D, observe and compare which kind of smile is the most beautiful, the most true, the most kind, the most people like, approach and recall.

E, get up every morning, often repeated training.

F, before going out, mental suggestion "today I am really beautiful, really happy".

(2) Create an environment for training: Assume some occasions, situations, so that students adjust their roles, blooming smile.

(3) Smile training before class: arrive a little early before each etiquette class, smile and greetings with teachers and classmates.

(4) smile service training: outside the classroom or school, participate in etiquette welcome activities and hospitality.

(5) Specific social environment training: meet every acquaintance or dealing with people to show their most satisfactory smile.

The fourth: the hotel's service language training

A hotel service language norms

Two, how to use the hotel hospitality language?

Three, the role of listening and the essentials

Four, the importance of praise: learn to praise your guests

Five, the hotel standard service language training

1, hotel etiquette of the seven voices and seventeen words

(1) seven voices

Come to welcome the voice of the voice to go to send the voice of the voice of the voice of the service to the guests to call the voice of the voice of the voice of the guests to thank the voice of the guest's praise, guests criticized the guest to apologize for disturbing the guest, the guest criticized the voice of the guest to apologize for disturbing the guest. disturbing guests have apologized, guests are not good enough to have greetings, guests have returned to the matters entrusted to them.

(2) seventeen words

You, hello, thank you, please, sorry, goodbye, welcome again.

2, the hotel service language principles

(1) active

(2) enthusiasm

(3) sincere

(4) equal

(5) friendly

(6) flexible

3, the hotel service language requirements

(1) clear and accurate

(2) (2) concise and accurate

(3) amiable attitude

(4) as a good adviser

4, the correct use of polite service language

(1) first learn to use everyday polite language

Long time, visit, stay, excuse me, borrowed the light, please teach, enlightenment, visit, high life

Excuse me, wait, bear with me, disturb, long time no see, Please, excuse me, please ask, thank you

(2) pay attention to the demeanor when talking

When talking with the guests, should stand and always keep a smile, with a friendly eye on the other side, at any time the other side of the request for service, while listening to the guest's statement, to show respect, do not froth at the mouth, hands and feet.

(3) pay attention to the tone of voice, tone and speed of speech

(4) pay attention to the selection of appropriate words

(5) pay attention to the language to be concise, the center should be prominent

(6) pay attention to avoid the mechanical use of polite language

(7) pay attention to the difference between different languages in the expression of the language

5, the hotel courtesy service language

(1) Welcome language: Welcome to - airline to take - flight!

(2) greetings: good morning, good noon, good afternoon, good evening, good night, Mr. good, Mrs. good, Ms. good, good morning

(3) congratulations: Happy Birthday, Happy Holidays, Happy New Year, Merry Christmas

(4) ask: what is it that you have? What can I do for you? I'll take care of it right away, do you have anything else? Do you need anything else? Do you need anything else?

(5) promise language: Yes, good, I understand, I know; please wait, please wait; right away, this is what I should do; take care of the place where not well please advise (forgive)

(6) apologize for the language: I'm really sorry, please forgive me; forgive me for interrupting you; thank you for your reminder of the sorry this is the error I am (fault); I'm sorry for letting you wait for a long time; Apologize to you

(7) pointing language: please go this way, please follow me

(8) thank you language: thank you for your visit, to serve you very happy (honor), thank you for your support

(9) farewell language: goodbye welcome to come again; wish you a safe journey; please go well welcome to come again; thank you very much, welcome to come again

Share: hotel service taboo thirty sentences

Case: wish you a safe journey and wish you a smooth journey difference

The fifth: the hotel's elegant demeanor training

One, the hotel standing posture standards

1, head slightly raised, face toward the front, eyes flat, jaw slightly inward

2, neck straight, shoulders straight, slightly relaxed, breathing naturally, and the lower jaw slightly inward

2, neck straight, shoulders straight, slightly relaxed, breathing naturally, and the lower jaw slightly inward. Relax, breathe naturally, waist erect, upper body naturally straight

3. Arms naturally hanging down, on both sides of the body, hand tiger's mouth forward, fingers naturally curved, fingertips facing down, middle finger pressing the seam of trousers

4. Legs upright, heels together, knees close together

5. Feet in a "V" shape apart, the distance between them is 45-60 degrees

6, pay attention to lift the hips, the weight of the body should be evenly distributed on both legs

2, the basic form of the hotel stand

1, side stand: legs in a "V" shape, both hands on both sides of the leg, fingers slightly bent, half a fist

2, the front abdominal style: legs in a "V" shape, hands intersected on the small abdomen

3, the back: legs slightly apart, equal legs, more than the shoulders, the back of the legs, the legs are slightly apart, the legs are equal, and the shoulders are more than the shoulders of the legs. Separate, equal legs, narrower than the shoulder width, two hands behind the back of the light grip on the back waist

4, T-style: a foot in front, the toes outside the slightly unfolded, the formation of the abdominal front of the intersection of the body's center of gravity in the two legs, limited to the use of women

Three hotels, bad posture

A stooping hunchback

B lie down leaning

C legs crossed

D Improper hand position

E Improper foot position

F Moving all over the body

G Half-sitting, half-standing

H Crooked body

Four, the hotel's walking standards

1, beautiful posture

2, the center of gravity placed correctly

3, the body coordinated

4, swinging appropriately (the angle of the arm and body) The angle between the arm and the body is 10-15 degrees)

5, walk in a straight line

6, the appropriate length of the step (male: 40 cm; female: 36 cm)

7, the speed is even (60-100 steps / minute)

5, the hotel's special circumstances walk

1, accompanied by the guide (two steps in front of the left)

2, up and down the stairs (dedicated, right, courtesy)

2, the stairs (dedicated), the right line, the right line, the right line, the right line, the right line, the right line, the right line, the right line, the right line, the right line. right, courtesy)

3, in and out of the elevator (first in, then out)

4, change direction walking (backward step, side step, forward turn step, backward turn part)

6, the hotel's bad walking posture

1, head is not correct

2, rocking shoulders

3, hand position is not correct

4, the pace of the too big or too small

5, landing too heavy

6, rampage

7, robbing the road

8, blocking the road

seven, the hotel's squatting standards

1, standing next to the item taken, squatting and bending the knees to get, head up and chest, and then slowly lower your waist

2, the two legs work together to support the body, master the The center of gravity of the body, hips down

3, squatting to keep the upper body straight, look natural

Eight, the hotel squatting form

1, cross-style (right before the left, overlapping, joint support for the body, features: legs crossed together)

2, high and low style (left before the right, without overlap, the right leg to support the body, features: knee high and low)

2, high and low style (left before the right, without overlap, right leg to support the body, features: knee high and low)

2, the right leg to support the body, features: knee high and low! )

3, half-squat (left before and right after, without overlap, the left leg to support the body, features: half-standing half-squat)

4, half-kneeling (right before and left after, the body's center of gravity in the right leg, features: a squatting and a kneeling, women wearing ultra-short skirts)

nine, hotel squatting taboos

1, sudden squatting

2, away from the person is too close to the person

3, Azimuth inappropriate (avoid positive or back to the guests)

4, no cover

5, random abuse

6, inappropriate place

7, squatting to rest

Ten, hotel sitting standards

1, get permission to sit down

2, do not sit in the full sitting (3/4)

3, from the Left side of the seat

4, with the back close to the sitting position

XI, the form of the hotel sitting

1, sitting in the right seat style

2, hanging legs open-knee style (can not be more than shoulder-width)

3, legs stacked on the style

4, legs placed diagonally

5, legs crossed

6, feet inward ( Thighs together, calves slightly apart, the soles of the feet on the ground)

7, the front stretching backward curved style (female: before and after the two legs to remain in a straight line)

8, thighs stacked style (male: informal occasions)

XII, the hotel sitting position of the taboos

1, the legs open too large

2, the legs of the way inappropriate

3, the leg to rest On the tables and chairs

4, legs too far forward

5, leg shaking shake

6, foot posture restless

7, hands on the privacy

8, elbows on the table

Thirteen, commonly used in hotels gesture standards

1, natural hanging

Two hands between the fingers downward, palm inward

2, holding items

A steady

B natural

C in place

D hygiene

3, handing items

A two-handed is appropriate

B handed in the hands

C initiative to go forward

D convenient Acceptance

E Pointed blade inward

4. Displaying objects

A Up but not over the eyes, down but not over the chest, left and right but not over the elbows

B Up but not over the eyes, down but not over the chest, left and right straight over the elbows

5. Greeting others

A Horizontal swinging pose

B Straight-armed pose

C Curved-armed pose

D Slanting Arm Pose

E Double Arm Pose

6. The Honored One Comes First

A Pay Attention to the Strength

B Pay Attention to the Time

C Pay Attention to the Manner

7. Waving Farewell

A Standing Up Straight

B Looking at the Other Person

C Arms Extended Forward

D Palm Facing Out

E waving left and right

8, gesture taboos:

A easily misunderstood gestures

B unhygienic gestures

C disrespectful gestures

D unsteady gestures

Sixth: Hotel Service Awareness Training

I. What is the correct service awareness?

1, why do I work?

2, I work for whom?

3, what should I do?

Second, to create a sunshine mentality of service personnel

Third, the hotel's service three treasures

(1) personality analysis

(2) communication skills

(3) affinity and goodwill

Fourth, the service personnel, "five elements"

1, The first element of service personnel - responsibility

2, the second element of service personnel - love

3, the third element of service personnel - tolerance

4, the fourth element of service personnel - empathy

5, the fifth element of service personnel - patience

Five, five-star hotel service secrets

(1) eager star (grooming, body language) (1) eager star (appearance, body language; appropriate address, tone of voice; welcome in place, reception eager;)

(2) interactive star (ask questions and listen, recommend; flexible handling, objections to complaints; provide services, questions and answers;)

(3) communication star (magic language, speak clearly; account for the action, report to follow up; colleagues, cooperate with the fluent;)

(4) solidarity star (willing to help)

(5) introspection star (daily: a minute to revisit; weekly: record a strong point; weekly: record an improvement;)

Part VII: Hotel Service Quality Training

I. Shape the hotel team's good professional image

1, the appearance of the image

2, personality image

3, team image

Second, the inner beauty of the service staff

1, learn to control bad words and actions and emotions

2, shaping the individual and the team's "image of health"