目 录 一、 服务理念......................................................................................................................................................5 1. 服务的概念.......................................................................................................................................5 2. 优质服务的 10 把金钥匙：............................................................................................................6 3. 优质服务的三个步骤.......................................................................................................................6 4. 服务准则...........................................................................................................................................6 5. 温馨服务 -“十五规范（10.5FL）””..............................................................................................6 二、 酒店服务礼仪的基本知识..........................................................................................................................7 （一）”. 服饰仪容仪表...................................................................................................................................7 1． 着装的基本知识..............................................................................................................................7 2． 制服的穿着要求..............................................................................................................................7 3． 西服的穿着要求..............................................................................................................................7 4． 鞋袜的穿着要求..............................................................................................................................8 5． 饰品的佩戴要求..............................................................................................................................8 （二）”. 仪容卫生的要求...............................................................................................................................8 1. 发型..................................................................................................................................................8 2. 面部清洁与化装..............................................................................................................................8 3. 卫生行为..........................................................................................................................................8 （三）”. 言谈礼仪...........................................................................................................................................9 1. 礼貌用语的要求..............................................................................................................................9 2. 常用礼貌用语..................................................................................................................................9 3. 言谈应注意：..................................................................................................................................9 （四）”. 举止礼仪.........................................................................................................................................10 1. 目光接触........................................................................................................................................10 2. 微笑................................................................................................................................................10 3. 谈吐................................................................................................................................................11 4. 问候................................................................................................................................................11 5. 交谈时的姿势................................................................................................................................11 6. 站姿................................................................................................................................................11 7. 坐姿................................................................................................................................................11 8. 走姿................................................................................................................................................12 9. 蹲姿................................................................................................................................................12 10. 让路..............................