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......
