服务礼仪礼貌规范手册.doc

服务礼仪礼貌 规范手册 目　　录 远景································································5 使命宣言····························································5 价值核心····························································5 第一部分 基本礼仪 一、服务意识的概念··················································6 二、服务质量的概念··················································6 三、服务的含义······················································6 四、服务效率的含义··················································6 五、礼貌、礼仪、礼节的概念··········································6 六、礼貌服务的主要内容··············································6 七、正确的服务观念··················································7 八、“殷勤款待”原则·················································7 九、日常礼貌用语····················································7 十、仪表要求························································8 十一、电话礼仪······················································8 十二、电梯服务礼仪·················································10 十三、站姿礼仪·····················································10 十四、坐姿礼仪·····················································10 十五、蹲姿礼仪·····················································11 十六、走姿礼仪·····················································11 十七、手势礼仪·····················································11 十八、注视礼仪·····················································11 十九、微笑礼仪·····················································12 二十、介绍礼仪·····················································12 二十一、握手礼仪···················································12 二十二、鞠躬礼仪···················································13 二十三、致意礼仪···················································13 二十四、递送名片礼仪···············································14 二十五、打招呼礼仪··················································14 二十六、各主要国家的习俗忌讳········································14 第二部分 部门服务规范用语 一、前厅部服务规范用语··············································15 二、礼宾部服务规范用语··············································17 三、管家部服务规范用语·······················