Smile is not only a kind of appearance, a kind of professional need, but also the external embodiment of employees' service psychology to customers, and it is also the most intuitive first impression of customers on hotel service image. It is a service quality to write a smile on your face and hang it on your heart.

Requirements: smile should be kind and natural, not artificial, with a smile on the corners of the mouth, lips seemingly closed but not closed, and not showing half a tooth. When you meet a guest, you must smile within 3 seconds, greet him with a smile when you meet his eyes, and smile when you answer his questions.

Address etiquette

Generally speaking, men are called "gentlemen" and women are called "ladies". Older ladies can be called "madam";

Greeting etiquette

Nodding ceremony

It is mainly used between friends who have met many times or only once on the same occasion. Lu Yu guests can generally stop sideways to give way, nod and smile, which will make them feel good service attitude and respect.

Salute with eyes

Gaze at each other naturally and move as they walk. Not alone, but with the introduction, shaking hands, nodding, raising hands and other etiquette at the same time, staring at each other's eyes and nose indicates a good social atmosphere; Gaze at each other's forehead until a serious social atmosphere appears between their eyes; Eyes crossed under each other's eyes and chin, forming an intimate atmosphere.

Jugongli

Take a stand-at-attention posture, look at the recipient with a smile in your eyes, then lean forward with your upper body, and your eyes will naturally droop with your bow. There are three kinds of bows: 90 degrees, 45 degrees, 15 degrees. The bigger the angle, the lower the position, the younger the age, the longer the bow, the more times and the greater the amplitude. 15 degrees and 45 degrees are common courtesies in hotel service. When the waiter bows, put his hands in front of the trousers line; The waitress gently put her hands together in front of her, smiled, and said something like "welcome" and "goodbye" naturally, not too fast.

Handshake ceremony

The standard way of shaking hands is: when shaking hands, the two people are about one step apart, their upper bodies lean forward slightly, their right hands are extended, their fingers are together, and their thumbs are open. Two people should hold their fingers perpendicular to the ground, use light force and swing slightly up and down for two or three seconds. When shaking hands, look at each other, greet each other with a smile, and usually add an appropriate greeting "Nice to meet you!" "Hello!" "Goodbye" and so on. Generally speaking, the basic rules of shaking hands are: superiors first, elders first, ladies first; Subordinate, junior, man and guest should greet each other first, and then reach out and shake hands after seeing each other's hand. You shouldn't reach out in front of your superiors.

(2) Gains and feelings of the etiquette of tourism service. What are the benefits of studying this course for you? Do you think etiquette can be lacking in life?

Through the study and practice of tourism service etiquette, I understand the importance of your life to people. In life, you can't feel irresponsible and disrespectful to your relatives, friends and guests.

(3) Proposal in etiquette class

Course scheme of etiquette training for property employees

Training plan:

Curriculum module-the concept and essence of etiquette

1, concept of etiquette

2. The essence of etiquette and the principles to be followed

Course Unit 2 Personal Image Construction of Property Practitioners

L beauty

A. hairstyle modification

B. makeup artist

L the external embodiment of appearance-dress etiquette

A. Choice of accessories and dress etiquette

B. Elements of a successful professional image

C. Self-diagnosis of professional clothing color

D. Professional clothing styles and dress etiquette specifications

E. Tool selection and wear

L beautification of etiquette

A. Introduction to body language

B. Several common gestures and their different meanings

C. Basic posture training and posture change

D. Basic sitting posture training and sitting posture change

E. essentials of walking posture

F. Gaze specification and line-of-sight control

G. The importance of smiling

Course Module 3 Hospitality Etiquette of Hotel Personnel

L Meeting etiquette in daily work and communication

A. Greetings and handshakes

B. Address etiquette

C. Delivery etiquette of business cards

D. Etiquette, politeness and taboos that should be paid attention to in public.

I introduce etiquette

A. Introduce yourself

B. Introduce others

C. Group presentation

L Daily reception activities

I receive important guests from afar.

Etiquette, courtesy and taboo of greeting and farewell.

L send tea, table conversation etiquette

L sharing elevators and riding etiquette

Module 4: Quality Customer Service and Communication Skills

L customer (owner) service personnel's self-awareness

L customer (owner) service personnel quality requirements

L skills to meet customer needs

L correct service consciousness: self-knowledge and considerate.

Meticulous, never tired of it.

L communication skills

The art of speaking

L expression skills of service language

L Listening skills in customer (owner) service

L effective ways to deal with customer complaints

Course Module 5 Telephone Etiquette

I understand the needs of customers.

L master the principle of "5W 1H"

L accurately record information

Etiquette, politeness and taboos in answering the phone

Etiquette, politeness and taboos when calling.

L the skills of dealing with telephone complaints may be a bit long. Change it yourself.

④ Suggestions on how to learn modern etiquette well.

Give a speech to the parents' meeting of grade 20 1 1.3.7 Hello, parents and classmates! Science is a comprehensive course composed of biology, geography, physics, chemistry and astronomy. After entering junior high school from primary school, the curriculum system has changed, and it is difficult to grasp the depth of learning knowledge. Students also have many doubts about learning this new course.

⑤ Summary of how to master the course of service and reception etiquette.

Etiquette is the minimum moral standard that human beings require people to abide by in order to maintain the normal life of society. It is gradually formed in people's long-term life and communication and is fixed by customs and traditions. For a person, etiquette is the external expression of a person's ideological and moral level, cultural literacy and communicative competence. For a society, etiquette is a reflection of a country's social civilization, moral fashion and living habits. Paying attention to and developing etiquette education has become an important content of moral practice.

The content of etiquette education covers all aspects of social life. From the content point of view, there are appearance, behavior, expression, clothing, speech, treating people and so on; From the object, there are personal etiquette, public etiquette, hospitality etiquette, table etiquette, gift etiquette, civilized communication and so on. The code of conduct in the process of interpersonal communication is called etiquette, and the performance of etiquette in speech action is called politeness. To strengthen moral practice, we should pay attention to etiquette, so that people can communicate on the principle of' respecting others, self-discipline, moderation and sincerity' and bid farewell to uncivilized words and deeds.

Etiquette, etiquette and politeness are rich and varied, but each has its own regularity. Its basic etiquette principles are: first, the principle of respecting people; Second, the principle of self-discipline, that is, self-denial, prudence, initiative, voluntariness, courtesy, self-comparison, self-reflection, self-demand, self-discipline, self-control, arrogance, duplicity; The third is the principle of moderation, moderation and control; Fourth, the principle of sincerity, treat people sincerely, treat people sincerely, don't take part in accidental amusement, and behave differently. According to the newspaper, at the job fair, college students with elegant speech, decent clothes, dignified appearance, generous manners and decent manners are more favored by employers. In other words, under the tide of market economy, the society puts forward higher standards and more specific requirements for the personal quality of college students. Under the background of increasingly fierce employment competition, it is necessary to popularize and standardize college students' etiquette.

Popularizing college students' etiquette is helpful to improve their comprehensive quality. In the process of popularization of higher education in China, an extremely important task is to continuously improve the overall quality of college students. Popularizing college students' etiquette will directly contribute to improving their civilized quality. Specifically, strengthening etiquette training is helpful to improve the cultivation of college students. Popularizing college students' etiquette will prompt college students to start from small things and their own behaviors, and gradually improve their self-cultivation; Help to maintain the image of colleges and universities. In society, the personal image of college students is often equal to the image of colleges and universities, so the maintenance of college students' personal image will directly contribute to the maintenance of the image of colleges and universities, and even contribute to the maintenance of the image of the whole higher education; Help to improve interpersonal communication. If college students want to make a difference in their future work, they must attach importance to interpersonal communication.

While popularizing college students' etiquette, standardizing college students' etiquette is an urgent task for the construction of college students' spiritual outlook. Since the "Implementation Outline of Citizen's Moral Construction" promulgated by the Central Committee of the Communist Party of China listed "courtesy" as a basic moral norm, colleges and students at all levels began to pay more and more attention to etiquette training. At present, an important task is to directly link all parties' attention to etiquette with the ideological and moral construction of college students, and to standardize college students' etiquette as an important measure for the ideological and moral construction of college students. First of all, college students' etiquette itself needs to be standardized. The so-called "no rules, no Fiona Fang". One of the characteristics of etiquette itself is standardization. If we don't pay attention to the norms of college students' etiquette, but let them go their own way when using etiquette, then college students will not be like college students, but confuse them with ordinary young people in society.

Secondly, the spiritual construction of college students needs the standardization of college students' etiquette. The Outline for the Implementation of Citizen's Moral Construction points out: "It plays an important role in regulating people's words and deeds to carry out necessary etiquette, courtesy and civilized activities." Undoubtedly, the standardization of college students' etiquette will directly contribute to the construction of college students' spiritual outlook in China.

Thirdly, standardizing college students' etiquette is an organic part of college students' behavior norms. The Code of Conduct for College Students promulgated by the former State Education Commission proposed that college students should pay attention to personal moral cultivation. Dress neatly and pay attention to hygiene; Honest and trustworthy, modest and prudent, speaking kindly, being polite to others, interacting with men and women, and behaving appropriately; Respect teachers and others; Respecting the old, loving the young and being ready to help others actually involves legal norms, moral norms and etiquette norms. It cannot be ignored that etiquette norms are an important part of college students' behavior norms.

Standardizing college students' etiquette should not only meet the actual needs of college students, but also adhere to a scientific attitude. It should be clear-cut, step by step, practical and vigorously promoted. At an appropriate time, it is suggested that the education authorities formulate special etiquette norms for college students, which will be formally promulgated and implemented in colleges and universities across the country.

Paying attention to etiquette and observing etiquette norms can effectively show a person's education, demeanor and charm, better reflect a person's cognitive level and respect for others and society, and make personal knowledge, cultivation and value recognized and respected by society. Appropriate etiquette can not only give the public the trust and desire of affability, respect and cooperation, but also make the process of cooperation with the public full of harmony and success.

Without etiquette, any social organization, from a small shop to a big country, can't make friends and collect information, enhance the understanding, trust, cooperation and support of the relevant public, shape its own good image and achieve its goals in an all-round way.

Etiquette can not only beautify life, but also cultivate people's sociality, which is also the need of social life and communication. Montesquieu once said, "We are polite because we have self-esteem." "Politeness pleases those who are polite, and also pleases those who are treated politely." There are many quarrels, frictions, contradictions and fights in life, all of which are caused by carelessness in details. Elegance and generosity can deepen friendship and increase goodwill. Paying attention to speech etiquette can have a harmonious and friendly interpersonal environment, and paying attention to behavior etiquette can have a quiet and tidy living environment, promote interpersonal harmony and beautify life and society, so the cultivation of etiquette habits is an important content of spiritual civilization construction.

If a student knows both books and manners, and his knowledge level and moral level are seriously out of harmony, it is impossible for him to become an excellent talent. An excellent talent should not only have high-level professional knowledge, but also have good moral quality and etiquette. Etiquette is the expression of good moral cultivation and one of the important ways to cultivate good moral quality, which needs to be reflected in a polite way. Although the research and education of etiquette have developed in China, especially the combination of occupation and etiquette has become the general trend. However, etiquette education has not attracted enough attention in colleges and universities, and most colleges and universities have not set up etiquette courses.

College students are a group with a higher level of knowledge, so they should put forward higher requirements in terms of moral standards and etiquette cultivation. The pursuit of individuality is the characteristic of contemporary young people. In the process of pursuing individuality, many uncivilized, impolite and even ugly, stale and vulgar things are regarded as "trendy" and "chic". Around us, we can often see disheveled people, misbehaving people, swearing people and spitting people. The existence of this bad behavior has seriously damaged the image of college students and become an obstacle to their healthy growth. Therefore, it has become a compulsory course to carry out etiquette education and training, standardize college students' behaviors through etiquette, correct vulgar and ugly behaviors, and cultivate college students' good image, elegant temperament and demeanor, which must arouse the general attention and concern of college educators and college students.

Under the tide of market economy, the society puts forward higher standards and more specific requirements for the personal quality of college students. Under the background of increasingly fierce employment competition, it is necessary to popularize and standardize college students' etiquette.

The word "courtesy" in etiquette refers to respect, that is, to respect yourself and others in interpersonal communication. The ancients said that "courtesy and respect for others" is actually a basic requirement for treating people and things. We usually say, "It's not surprising to be polite to many people". You value others, and others may value you. As the name implies, the word "Li" in etiquette is also a form of respecting yourself and others.

In short, etiquette is a form of respecting yourself and others. In other words, etiquette is actually the art of communication and the way to treat people. Communicative etiquette embodies one's professional quality. For modern professionals, having rich etiquette knowledge and being able to apply different communication skills according to different occasions will often make their career feel like a duck to water, which is also of great significance to college students.

However, it is not easy to behave properly in social situations. Etiquette is a code of conduct that society determines people to abide by. It puts forward normative requirements for individuals' self-discipline, treating people, manners, dress and appearance in social communication. It helps people to cultivate their own self-cultivation, restrain themselves, respect others, understand and help each other, consciously understand and handle the relationship between individuals and others, and safeguard the normal life of society, thus embodying a better life. Therefore, we must insist on etiquette education for college students, and constantly strengthen the cultivation and training of etiquette habits in their words and deeds, so that they can develop good etiquette habits, know how to respect others, know how to be humble and polite, and know how to make interpersonal relationships harmonious. Over time, they can cultivate their own good moral quality.

First, strengthen the penetration of etiquette education. The formation of college students' ideological morality and behavior habits is influenced by many aspects. People's etiquette literacy is not innate, and it is impossible to form it simply through one or two studies. Therefore, schools, society and families should play an important role in etiquette education and strengthen the penetration of etiquette norms in students' daily life.

First of all, etiquette education should be combined with the school management system. Guide students to enhance their sense of etiquette, etiquette and politeness, and constantly improve their moral cultivation. Cultivating good manners and habits depends not only on routine training in daily study and life, but also on school rules and regulations. For example, Yan Xiu, the founder of Nankai University, attached great importance to instrument education and institutionalized it. His "Rong Zhi School Motto" requires students to be "clean-faced, well-educated, happily married, straight-headed, flat-shouldered, broad-chested, straight-backed, weather-free, not dangerous, color-friendly, peaceful and dignified". In order to achieve practical results, college students' etiquette education must formulate detailed and specific etiquette conventions and implement them into the specific rules and regulations of the school.

Secondly, it should be combined with classroom teaching. Classroom is the best time and space for etiquette education. Many activities of college students are carried out in the classroom, and their language, attitude, appearance and so on can be expressed in the classroom. Therefore, teachers should fully tap the factors of etiquette education when imparting knowledge, and pay attention to the standardization and accuracy of etiquette requirements in classroom management and attendance, so as to educate people in their hearts, observe etiquette and correct mistakes in time. At the same time, etiquette education penetrates into class work, team activities and other activities, forming an all-round educational trend.

Third, we should attach importance to the role of example. Confucius said: "His body is upright and he goes without orders; His body is not right, although he does not obey. " Teachers are educators and students learn to imitate. Students are very imitative and "like teachers". The closest example of students is teachers. The teacher's role model is undoubtedly a silent education in etiquette activities. After class, teachers and students get along day and night, and teachers' smiles, words and deeds have a direct impact on students. Teachers should become the embodiment of etiquette, and schools should make etiquette ubiquitous through the role of teachers, so as to finally complete social education. Therefore, teachers should first learn and use etiquette, always lead by example, be polite, civilized in language, dignified and generous in appearance, and amiable in manners, so that students can be subtly educated in the communication between teachers and students.

Finally, establish family and social integration education. The formation of college students' ideological morality and behavior habits is often influenced by many aspects. Family is the source of talent growth, and parents are the first teachers of children. The Implementation Outline of Citizen's Moral Construction holds that: "The family is the place where people receive moral education at the earliest. Noble morality must be cultivated from an early age, starting with dolls ... In family life, through the good words and deeds of each member, they influence each other and improve together to form a good family style. " Therefore, etiquette education must be extended to families. Schools should actively publicize the purpose and requirements of etiquette education to parents, set up parent schools, let parents know the etiquette training requirements for students at all stages of the school in time, and ask parents to actively cooperate with the school, restrain themselves with etiquette norms, and set an example for their children. Mozi said: "If you dye it in the sky, it will be pale, and if you dye it in yellow, it will be yellow." At the same time, society is an important environment that affects students' growth. Only by creating a civilized and polite social atmosphere can college students be "unswerving and straightforward". Therefore, it is necessary to strengthen the relationship between learning and society. Inform the community residents of the students' etiquette routine requirements, let them supervise the students' etiquette behavior together, and ask them to pay attention to etiquette, so that college students can become polite people under the influence of a harmonious etiquette environment and create a civilized and polite social environment. Second, the etiquette of the times, which embodies etiquette education, is an important symbol of human civilization and social progress. It is not only the important content of human communication, but also the external expression of social ethics and culture. With the change of the times, the content and form of etiquette education are constantly changing. On the basis of ancient etiquette, the scientific system of modern etiquette is to get rid of its dross, inherit its essence, learn from the etiquette of all countries in the world, learn from each other's strong points, and gradually develop and improve. Therefore, modern etiquette endows the contents and requirements of the new era with certain inheritance and modernity to meet the needs of social development. For example, with the acceleration of the development of modern society, cherishing space and paying attention to efficiency have become the values and codes of conduct that a new generation must have. In social communication, people are required to unite and pay attention to credit. Therefore, no matter in school, family or society, we should adopt the modern etiquette code of conduct, requiring college students to "respect the personality of others, not be rude, not break appointments and not be late" and treat guests and foreign guests with courtesy. Whether entertaining guests or visiting friends, you should use etiquette and code of conduct to demand yourself. For example, when visiting friends, you should make an appointment in advance, choose the right time, pay attention to your appearance, behave gracefully, have a kind attitude and have a gentle tone. Leave, thank you when you leave; When answering the phone, you must be calm, articulate and have a moderate volume. Appearance, appearance and manners should be "neat, well dressed, upright, steady and civilized" to meet the needs of modern society and reflect the characteristics of civilized times.

Thirdly, paying attention to the practicality of etiquette education and practice, and integrating knowledge with practice, is a fine tradition of moral education in ancient China. Wang Yangming, a master of Confucianism in the Ming Dynasty, put forward the theory of "the unity of knowledge and action", arguing that knowledge is the beginning of action, action is the completion of knowledge, and knowledge and action are inseparable. For students' etiquette education, we should first explain to them what etiquette requirements are, why they are required and how to do them. The purpose of knowledge lies in action, and the whole meaning of etiquette education lies in practicality. Students' ideological morality and etiquette habits are gradually formed and manifested in practice, which is the starting point and destination of education. Therefore, schools should make use of their own advantages to let students experience and practice etiquette norms in campus cultural activities, and personally feel the sense of accomplishment and joy brought by using etiquette knowledge and skills. Carry out colorful cultural activities, organize dance, chorus, etiquette, fitness, speech and other activities according to students' interests, hobbies and specialties, so that students can communicate with others as much as possible; At the same time, it is necessary to create conditions for students to leave school, such as participating in social activities, participating in public welfare activities, organizing social surveys, and practicing during holidays. Let college students contact the society as soon as possible and improve their social skills in practice. The more specific the requirements of etiquette convention, the more conducive it is to the cultivation of college students' etiquette behavior habits. In order to make college students form etiquette habits, we must ask them what they should do on any occasion. For example, how to correctly use polite expressions such as "hello, please, thank you, sorry, never mind, goodbye" in interpersonal communication; How to use conversation etiquette, telephone etiquette, listening etiquette and social etiquette correctly; How to correctly use etiquette rules such as "introduction, addressing, smiling, bowing, shaking hands, clapping, and comity with the right hand", how to be respectful in life, how to stand up straight, and how to dress neatly, so as to facilitate students' accumulated comparative training and practice. In short, improving college students' etiquette requires the attention of the school, the assistance of parents and the efforts of students. Through the training of etiquette education, college students can establish an internal moral belief and behavior development criterion, so as to make their personality and personality more perfect. The competition in today's society is becoming more and more fierce. When we compete with others, we should give 100% strength. However, as a young man with knowledge and ambition, knowledge alone is not enough. We should also pay attention to our own moral cultivation and etiquette norms, and whether they can stand the test of society and the review of the masses. While working hard, we should also pay attention to the development trend of this society. China is a country of etiquette, the origin of etiquette can be traced back to thousands of years ago, and the etiquette education in today's society is becoming more and more perfect. If you want to have your own place in the fierce social competition, you must improve your moral cultivation and quality. Modern social etiquette is an essential learning content for our college students, and we can improve ourselves through learning. I am glad that I learned modern etiquette in my student career, which gives me a great advantage in the future competition. Knowing how to treat people and how to deal with emergencies, and learning modern etiquette, I suddenly feel how inexperienced I was before. You may not need such formal etiquette norms in your own small circle, but once you enter the society, everything becomes so important that ignorance in the past can no longer be the reason. When you grow up, you need to enrich yourself, so that you can stand firm. Now I know more about your respect for others.

⑥ How to teach etiquette class

(1) The concept of etiquette

Etiquette is a norm and code of conduct recognized by people in a region when they communicate. It is a courtesy ceremony to show politeness and respect on a bigger and more grand occasion. This is also a polite requirement in terms of politeness norms and etiquette order when accepting international communication.

(2) Some common etiquette expressions in communication.

1, first meeting: I've heard a lot about you.

2. Long time no see: Long time no see

3. Age: Longevity (for the elderly) and Guigeng (for the average person)

4. Ask your name: Your last name and first name.

5, praise other people's ideas: high praise

Step 6 ask for forgiveness: guarantee

7. Please give me an idea: give me advice.

8. Ask for instructions: ask for advice.

9. Please make way: Excuse me.

10, ask for help: please.

1 1. Please leave first: Sorry.

12, don't let anyone send it: stay.

13, send the guests home: please take care.

14, invited guests: Come.

15, wait: wait.

Fourth, the meaning of politeness and etiquette:

(1) Being polite is the need of building a highly socialist spiritual civilization;

(2) Being polite is the need to ensure social stability and unity and promote interpersonal harmony;

(3) Politeness is the proper code of conduct for civilized citizens;

(4) Being polite is one of the basic quality requirements for employees in the entertainment industry.

With these,

You should have a psychological background and don't worry about anything.

Everything else is incidental, and those above are the key points. After the prologue, we can get down to business. For example, hello, my name is XXX, and I'm going to tell you manners today, just like this. Then I will go on in the above order, and point out some of them that you are familiar with, and give some image examples.

Finally, say a word and get to the point. Finally, thank you ... and leave.

⑦ Significance, experience and suggestions of etiquette course.

The significance, experience and suggestions of etiquette course, etiquette seems false and untrue, but it is very useful. For example, all kinds of communication between people need etiquette, so learning etiquette course is not as a course, but as a theory when you communicate with people, and you will find it very useful in practical communication. I suggest you take a look at Professor Jin's etiquette course. His lessons are humorous, as if you had learned something while listening to cross talk.

⑧ Problems existing in the course of service etiquette

Some people like to gossip about others and judge others behind their backs. This is a kind of performance without quality. You can't expect everyone to have quality, and everyone's behavior will satisfy you. All we can do is try to ignore it.

Opinions and suggestions on how to make you grow up in etiquette class.

In life, teachers and parents are constantly educating us to be polite and pay attention to the way we treat people. Etiquette has become an indispensable part of us, and mastering good social etiquette knowledge is a necessary paving stone for our success. So what is etiquette? Etiquette is a process of self-discipline and respect in interpersonal communication, which is expressed in a certain and established procedural way, involving dress, communication, emotional intelligence and so on. From the perspective of personal cultivation, etiquette can be said to be the external expression of a person's inner cultivation and quality. From the perspective of communication, etiquette can be said to be an art, a communication method or a communication method suitable for interpersonal communication, and a customary practice of showing respect and friendliness in interpersonal communication.