Hotel etiquette training process? Hotel etiquette training materials?

Hotel etiquette training objective: 1, to enhance the professional image of hotel employees and the hotel spirit; 2. Enhance the service consciousness of hotel staff; 3. Improve the service skills of hotel staff; 4. Master the service standards and details of star-rated hotels; 1, cultivate the professional image of hotel employees; 1, hotel gfd standard principle; 2, grooming etiquette and makeup; 3, grooming etiquette and dress; 4, grooming etiquette and basic posture 5, wearing methods of female accessories 6, respected communication skills and daily service language 2, hotel staff behavior etiquette 1, standard service standing posture 2, standard service sitting posture 3, standard service walking posture 4, standard service crouching posture 5, standard gesture for guiding guests 6, standard gesture for holding arms 7, etiquette of Lu Yu customers 8, guarantee of safe distance 9, standard method for handing over things/ 0. Opening and closing etiquette III. Cultivation of hotel staff's service consciousness 1. Role cognition of service staff: understanding the realization of self-worth of their own work roles and the cultivation of service consciousness III. Cultivation of service mentality: shaping the sunshine mentality of stress management and emotional control IV. Hotel staff should have correct service consciousness 1. Correct service consciousness-who to work for 2. Change into thinking about service-if I am a consumer, 3. Passive service will be transformed into active service action-do exactly what the other party thinks, 4. Efficient and flexible service mode-work standard is standard but customer satisfaction is goal, 5. Intentional caring service thought-service is not just earning a salary, 6. Peaceful service attitude-correctly handle customer complaints, 5. Detail service determines service quality 1. Smile etiquette: look at six ways, the principle of triangle and quadrilateral, and smile four times in the air. 2. Meeting etiquette: facial expression, address etiquette, bow and nod etiquette, safe distance. 3. Reception etiquette: Appropriate guiding gestures and sign language gestures communicate with guests, making knocking on the door more pleasant and elevator etiquette. 4. seeing off guests: seven welcoming three, helping martial arts etiquette. Customer reception etiquette 1, body language and action precautions for the first greeting, which are important in greeting sound etiquette; 2. Precautions and methods for introducing etiquette and self-introduction; 3. Order and gestures for introducing others; 7. Hotel front desk telephone service etiquette training 1, answer the phone as soon as it rings. If it rings more than 4 times, you should apologize to the other party first: "I'm sorry to have kept you waiting." For example, "Good morning" or "Hello", with a soft and friendly tone, self-report the name of the unit (department) or individual (name of the hotel by external telephone, name of the department or post by internal telephone). 3. Listen carefully to each other's phone calls. If you need to page someone, please ask them to wait for a while, then gently put down the phone and page someone. If the other party tells or asks about something, write it down one by one according to the other party's requirements and repeat or answer the other party. 4. Write down or ask the reason, time, place and name of the other party's notice or message. Simply repeat it. 5. Thank you for calling. 6. After the other party puts down the phone, gently put it down. Eighth, hotel employees should correctly handle the complaint process 1, listen carefully to opinions 2, sincerely help guests solve problems 3, never argue with guests 4, and do not harm the interests of the hotel 5, tell guests the measures to be taken and get the consent of guests 6, tell guests the time needed to solve problems 9, cultivate the team spirit of hotel employees 1, and provide employees with opportunities for further study 3.