第一章酒店员工任职一般要求...................................................................................................7第一节员工基本素质培训...................................................................................................7一、员工服务知识...........................................................................................................7二、员工从业能力...........................................................................................................8三、员工从业观念.........................................................................................................11四、员工从业心理.........................................................................................................13第二节员工优质服务意识培训...........................................................................................15一、优质服务的含义.....................................................................................................15二、优质服务对酒店的要求.........................................................................................15三、优质服务的构成.....................................................................................................16四、客人至上的理念.....................................................................................................18培训练习1......................................................................................................................19酒店员工手册.................................................................................................................20第二章酒店基本礼仪礼节培训.................................................................................................25第一节迎送服务礼仪培训...................................................................................................25一、接待礼仪.................................................................................................................25二、送客礼仪.................................................................................................................25三、迎送工作中的具体事务.........................................................................................26培训练习2......................................................................................................................26第二节门卫服务礼仪培训...................................................................................................27一、在岗时.....................................................................................................................27二、车辆到店时.............................................................................................................27三、客人进店时.............................................................................................................27四、客人离店时.............................................................................................................27第三节总台服务礼仪培训...................................................................................................28一、总服务台工作礼仪.................................................................................................28二、总服务台问询服务礼仪.........................................................................................30三、...
