1、酒店新员工入职培训【仪容仪表实例问答】 （New hotel staff orientation training grooming case questions and answers）Hotel employee training: .Txt19 grooming case ask “Ming“ can be understood as two moon sits in the sky, mutual care, mutual light, are indispensable, the Everfount light is connected to each other and bridg
2、e the link! This long journey filled with many bleak lonely, no friends who are living in the dark, and no friends who are the orphans.Happy new hotel staff orientation training grooming case questions and answers(I) physical norms1, male staff standing up, what should I do?(1) the eyes look ahead,
3、head slightly on the back, chest and abdomen; (2) the natural cross behind;(3) for the guests seated in the chair, both hands move forward from behind and serve as a ready position for guests;(4) feet apart, shoulder width apart or slightly wider than shoulder.2, female staff standing up, what shoul
4、d I do?(1) the eyes look ahead, head slightly on the back, chest and abdomen;(2) hands crossed in front of the abdomen, the right hand palm on the left hand back, the hands of the tigers mouth closer, fingertips close together.Against against (3) feet together.3, standing and talking with guests, wh
5、at should I do?(1) the eyes stay between the eyes and shoulders of the triangle area;(2) apart from guests between 60 and 100 centimeters;(3) it is too close to the guest, one violates the privacy of the guest, and the other two makes the guest feel the pressure, especially for the short guest;(4) t
6、he guest is too far away, one needs to speak loudly, make noise, and the two seem estranged.4. What should I do when I direct the direction?(1, thumb bending, close to the index finger, and the other four fingers together straight;(2) stretch your arms and point your finger toward the direction of y
7、our fingers;(3) male staff shot strong, female employees elegant hands;(4) one finger cannot be used to indicate the direction of the guest.5, when walking, what should I do?(1) at any time to greet the guests, the boss and colleagues, not to look around and shake your shoulders or bow to see;(2) th
8、e elbows of both hands are not bent and the swing range is parallel;(3) male employees are on both sides of the line;(4) female employees are in a straight line ahead;(5) slightly with the power of the toes, landing the center of gravity between the foot thumb and index finger, so that people feel r
9、ich rhythm and flexibility, but do not give people the feeling of drilling.6, when meeting guests for their way out, what should I do?(1) on the right side of the line, the right foot forward half a step;(2) the body turns to the left;(3) the right hand is placed in front of the abdomen, and the lef
10、t hand guides the guest in the direction of his advance;(4) bow at 30 degrees and greet the guests.7, guests from behind to make way for them, what should I do?(1) stop, turn left to the guest, and take a half step to the side;(2) the left hand is placed in front of the abdomen, and the right hand d
11、irects the guest forward;(3) bow at 30 degrees and greet the guests.8, when the usher with the guests, what should I do?(1) smile, nod and greet the guest;(2) confirm guest reservation and ask for any special requirements;(3) assist guests to store clothes at the cloakroom;(4) leading guests to sit,
12、 walk in front of guests between 1 meters to 1.5 meters;(5) take care of the guests back from time to time, to help the guests seat away;(6) hand over the service and inform the guest of the situation.9, when sending guests, what should I do?(1) walk behind the guest;(2) stretch your finger forward
13、and show the guest the direction of the door;(3) the height of the hand lift is between the shoulder and the waist;(4) say good-bye to the guest.(two) etiquette standard10. What should I do when I call a guest?(1) men generally call “Sir“, “unmarried woman“, “Miss“, “married woman“, “wife“;(2) for a
14、 woman who is not sure whether she is married, no matter how old she is, she can only be called miss;(3) when you dont know the guests surname, you can call him “this gentleman / miss“;(4) call the third person “he / she“ instead of “Mr. / miss“;(5) only a few celebrities can be called “Madame“;(6)
15、the guest says “your Sir / your wife“ is impolite, should be called “Mr. Liu / Mrs. Lin“.11, the use of the honorific service, how to do?(1) welcome: welcome / welcome to our restaurant / welcome to our hotel;(2) greetings: hello / good morning / afternoon / evening;(3) wish you a happy birthday / w
16、ish you a pleasant journey / wish you have a good timeHappy；(4) farewell: goodbye / I wish you / May you be safe throughout the journey. welcome you again;(5) inquiry: OK / yes / right away;(6) Yes, please. / yes / right away;(7) apology: Im sorry / sorry / this is a negligence of our work;(8) thank
17、 you for your compliment / thank you for your advice / thank you for your cooperation;(9) directions: please come this way. / please take the elevator from here / turn left.12, for guests to introduce, how to do?(1) introduce young people to the elderly;(2) introduce a low position to a higher posit
18、ion;(3) introduce a man to a lady;(4) introduce unmarried to married;(5) introduce individuals to a group.13, when introduced, how to do?(1) if you sit, stand up at once;(2) the two sides were introduced to each other with a nod of their head;(3) both sides shake hands and exchange greetings.14, whe
19、n shaking hands with guests, what should I do?(1) the time is short, usually 3-5 seconds, that is, a welcome or polite speech time;(2) moderate exertion, not too light or too heavy;(3) must smile, look at each other and greet each other;(4) between the upper and lower levels, the higher ups first st
20、retched the table; between the elderly and the young, the older hand first; between the husband and miss, Miss first hand;(5) take off gloves first in winter, then shake hands, dont wear hats indoorsShake hands with guests;(6) do not cross hands and shake hands at the same time as two people.15, wit
21、h the guests when the first line of greed, how to do?(1) with a smile, greedy for the first hint;(2) if the winter hat in hand to nod gift hat.16, and guests bow, how to do?(1) at the stand, upper body leaning forward 30 degrees;(2) as the recipient in return after the restoration of attention;(3) h
22、ands down on the knees;(4) bowing is adopted by people in the East and less in Europe and america.17, with guests to raise their hands when the ceremony, what should I do?(1) lift your hands and shoulders flat, and swing your palms outward;(2) women employees stand in the counter and say good-bye to
23、 their guests. This kind of etiquette is applicable.18, for the guests to help arm, how to do?(1) when the lower steps or the smooth ground are passed, the old lady and the woman shall be assisted by the arm;(2) the arm is usually just light to the elbow;(3) assist the guest with his left hand.19, w
24、hen delivering the bill to the guest, what shall I do?(1) lean forward;(2) the bill text is facing the guest;(3) if the guests sign, should put the pen nib open, on her own, and then to the left handed guests.20, when accepting or delivering a business card, what shall I do?(1) to accept or name car
25、d with both hands;(2) read the title and the name of the other party at the same time;(3) the other name card to add name card for safekeeping, can not be freely thrown;(4) if the business card is not taken, apologize to the other party.21, when seated and talking to guests, what should I do?(1) sit
26、 on the left of the chair;(2) the lady by holding the skirt seat slowly;(3) put your hands on the table or on your knees;(4) feet close together and slightly retracted;(5) when talking, change your body from time to time to the guests on both sides;(6) when the conversation is over, you should stand
27、 up slowly and then come out from the left.22, when the elevator ride with guests, what should I do?(1) the ladder when the door opened, hands to press the elevator to the induction electric eye, close the door ladder;(2) the other hand guides the guest into the elevator;(3) after entering the eleva
28、tor, should stand in front of the indicator board, for the guests to go to the number of layers;(4) if you leave the elevator halfway than the guest, say “Im sorry“ or “Bye“ to the guest“;(5) the female guest enters the elevator first.23, when entering the box or VIP room, what should I do?(1) no ma
29、tter whether the door is closed or open, you must first knock on the door and get permission to go inside;(2) knock on the door, tap two times every five seconds, while reporting their ownStatus. (3) the room should be politely back two steps, bid farewell, gently close the doorOn.24, when riding a
30、car with the guests, what should I do?(1) the back seat is on the right, the left is second, the middle seat is three, and the driver is next to the seat;(2) the second should circle to the rear of the car and get on the bus from the left;(3) when you get off the bus, fourth passengers get off the f
31、ront seat and then open the door for the backseat passenger.25, answer the phone, what should I do?(1) move quickly without making the phone ring more than three;(2) greeting: “Hello!“;(3) indicate ones identity (department or post); (4) not available “Hello, Hello, hello.“26, if the other party is
32、not looking for people, what should I do?(1) answer the guest in this way: “he is out of the office now. Can I help you?“ “Against against (2) told the guests to find where a person and telephone number, please the other party to hang there;(3) give the other party exact time, please hang it again;(
33、4) leave the number of the other party and hang it up when the person who is looking for it returns;(5) leave a message for the other party.27, when the termination of the phone, what should I do?(1) use the concluding remarks: “apart from these, is there anything else I can do for you?“(2) wait for
34、 the partner to hang up first and then put down the receiver;(3) gently put down the receiver, can not “bang“ suddenly hang up.28, hang up the phone, what should I do?(1) organize the content of the speech and put the relevant information next to the telephone;(2) greet each other: “Hello!“;(3) indi
35、cating ones identity (department or post);(4) turn to the subject.29, when using the telephone to communicate, what should I do?(1) microphone and lip distance from 2.5 cm to 5 cm,If on Taida, sound effect is not good;(2) keep the tone of nature, and dont shout;(3) there are some note paper and a pe
36、n standing beside the telephone.(three) appearance and appearance30, when wearing uniforms, should pay attention to what?(1) maintain uniform straight, do not have wrinkles;(2) do not roll up their sleeves and trouser legs;(3) the shirt should be buttoned and the hem tucked into the trousers;(4) und
37、erwear and tights should not be exposed outside the uniform;(5) wearing a single breasted suit on formal occasions, a buckle buckle above onlySub;(6) uniforms should be neatly dressed and one of them is indispensable;(7) do not need to wear uniforms out of the hotel.31, when wearing brand-name, shou
38、ld pay attention to what?(1) the nameplate should be worn over the left breast;(2) brand name should be worn in a straight line, not askew.32, wearing shoes and socks, should pay attention to what?(1) shoes should be brushed regularly and kept clean;(2) shoelaces should not be pulled on the feet;(3)
39、 male employees wear dark socks;(4) female members should wear colored socks;(5) socks should be changed every day.33, when wearing ornaments, should pay attention to what?(1) working hours do not wear rings, earrings, bracelets, bracelets, anklets,The ear has worn, wear the ear;(2) necklace should
40、be put into uniform, shall not be exposed;(3) female employees can not wear too fancy headband and headdress flower;(4) watches are not eye-catching.34, male employees before the appointment of hair modification, should pay attention to what?(1) hair neat, dandruff less, no smell;(2) beautiful hair,
41、 shiny hair;(3) the length of hair should not exceed the eyebrows, ears and collars.35, female staff before the appointment of hair modification, should pay attention to what?(1) hair neat, dandruff less, no smell;(2) beautiful hair, shiny hair;(3) the forehead should not be too long, blocking the l
42、ine of sight;(4) the staff of a restaurant can only wear short hair, but not over the shoulder.36, male employees before induction personal hygiene should pay attention to?(1) shave every day;(2) clean hands, no stains, handwriting;(3) often cut nails, nails trimmed with the round;(4) do not eat sme
43、lly food, such as garlic, keep mouth fresh.37, female employees before personal hygiene, should pay attention to what?(1) do not keep long fingernails, not painted nail polish, nail trim oval;(2) clean hands, no stains, handwriting;(3) do not eat smelly food, such as garlic, keep mouth fresh.38, fem
44、ale staff makeup before the job, should pay attention to what?(1) only makeup;(2) do not use strong, irritating cosmetics;(3) no perfume is allowed.39, to maintain a good expression, what should I do?(1) always smile;(2) full of spirit, not with drunkenness, tired work;(3) to not be too exaggerated,
45、 not too fond of betrayed into anger;(4) keep a proper eye while talking to the guest.40, distinguished guest hotel, how to do?The Hotel VIP can be roughly divided into:(1) guests who are very helpful to the hotel business and provide a large number of business;(2) higher ranking government official
46、s and diplomats;(3) well known artists, writers and stars;(4) a senior staff member of the hotel industry or related institution.41, when talking with a guest, suddenly sneeze or cough, how to do?(1) must be hand to cover your nose and mouth;(2) turn back to the guest;(3) apologize to the guest afte
47、rwards.42, when guests ask questions, they are not clear, difficult to answer, what should I do?(1) in addition to having a good service attitude, skilled service skills and rich business knowledge, waiters need to be familiar with the general situation and social situation of the enterprise. In thi
48、s way, we can try our best to avoid the phenomenon that the guests do not understand or understand the questions when they ask questions;(2) ask yourself if you dont know or understand your questions and answer questions, then ask the authorities or ask questions before you answer them. If the quest
49、ions presented are more complicated, you can ask the guest to return to the room for a while before answering the questions. When efforts are still unable to be answered, the guest should be given an answer and be patient and apologize;(3) guests can not answer questions such as “I dont know“, “I dont know“, “I think“, “maybe“ and so on.43, the guests asked for help to find friends and relatives when he, how to do?(1) the guests request, as long as they can do, be willing to help. The waiter should be helpful when the guest asks us for our relatives and friends. The
