旅游服务礼仪教程1目录第一章礼仪概述4第一节礼仪的含义................................................................................................................4第二节礼仪的起源与发展.....................................................................................................7第三节礼仪的原则与特征...................................................................................................11第四节礼仪的功能与作用...................................................................................................13第五节礼仪的学习途径.......................................................................................................15第二章旅游从业人员的个人礼仪17第一节概述..........................................................................................................................17第二节仪容礼仪规范...........................................................................................................18第三节行为仪态礼仪...........................................................................................................25第四节服饰礼仪规范...........................................................................................................43第五节礼貌用语规范...........................................................................................................47第三章旅游从业人员日常交往礼仪54第一节日常交往礼仪的基本准则.......................................................................................54第二节见面和介绍礼仪.......................................................................................................55第三节电话礼仪..................................................................................................................63第四节拜访与接待礼仪.......................................................................................................66第五节宴请与馈赠礼仪.......................................................................................................70第六节乘车礼仪..................................................................................................................75第四章饭店前厅接待服务礼仪82第一节前厅礼宾员服务礼仪...............................................................................................82第二节前厅大堂经理服务礼仪...........................................................................................84第三节前厅预订服务礼仪...................................................................................................86第四节前厅接待服务礼仪...................................................................................................88第五节前厅问讯服务礼仪...................................................................................................89第六节电话总机服务礼仪...................................................................................................92第七节前厅收银服务礼仪...................................................................................................94第五章饭店餐饮接待服务礼仪97第一节餐饮服务概述...........................................................................................................97第二节餐饮服务流程中的礼仪...........................................................................................98第三节餐饮接待服务礼仪......................................
