Bodylangauge行為準則.pptx

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CHATEAU STAR RIVER BODY LANGUAGE,星河灣酒店行為標準,CHATEAU STAR RIVER,Body language While Standing 站姿 Body 身體 : Chest out, tuck in stomach, stand straight. 挺胸、收腹、站筆直。 Head 頭部 : Look ahead, head up with a natural smile 目光向前，抬頭并自然微笑。 Shoulder 肩膀 : Square shoulders 肩膀放平。 Hands 雙手 : Put naturally in front, the right hand above. 雙手自然垂下，右手輕抓左手背，放于身前 Feet 雙腳 : Slightly apart 微微分開 Male 男性 : 10:10, Female 女性 : 11:05，右腳跟放在左腳弓處 Watch Body language refer to the role model/picture/Video 請看真人示范/圖片/短片,Body language While Walking 步行 (1) Walk gracefully with suitable pace; 用適宜的步速步行 Walk upright and keep your feet towards the front; 筆直地步行并保持雙腳向前 Look ahead and smile naturally; 目光向前并自然微笑 Straighten your back, draw in your belly, and pull your chin back. 背要挺直，收腹，略收下巴。,CHATEAU STAR RIVER,CHATEAU STAR RIVER,Body Language while Walking 步行 (2) Always walk on the right side 總是靠右走 When seeing a guest, make natural eye contact and smile before 6 steps; slightly stop and greet them enthusiastically 當見到客人時，在約6步距離處向客人微笑，在2－3步距離處稍微停 頓，保持站姿，熱情問候客人。 Watch Body language refer to the role model / picture/Video 請看真人示范/圖片/短片,CHATEAU STAR RIVER,Body language while Directing 避免步行過快。注意客人的位置。 When changing directions, show the guests the way with hands in advance. 當方向轉(zhuǎn)變時，預(yù)先用手指引客人。 Watch Body language refer to the role model/picture/Video 請看真人示范/圖片/短片,CHATEAU STAR RIVER,Body language while Sitting 坐姿 Get on the seat; Flatten your skirt and sit lightly 坐上座位；放平裙子并坐筆直。 Sit: Straighten your back. Sit on two thirds of the chair 坐：背挺直。只坐凳子的三分之二。 Expression: Look straight and smile naturally 表情：眼光向前看并自然微笑 Leg’s position: Females should clasp the hands and put them on the knees with the feet together, slightly sliding your legs to the left. 雙手自然放于膝上，雙腳合攏并微側(cè)。 Watch Body language refer to the role model/picture/Video 請看真人示范/圖片/短片,Body language while Receiving & Passing things by hand 接收及傳遞物品的標準 Use both hands 使用雙手 Keep eye contact 保持眼神接觸 Smile 微笑 Raise your body slightly to show your sincerity 遞出物品時，上身稍微前傾 Watch Body language refer to the role model/picture/Video 請看真人示范/圖片/短片,CHATEAU STAR RIVER,CHATEAU STAR RIVER,Body Language while Conversing with guests 與客人交談 （1） Keep one-step distance from guests, and do not stand face to face with guest; 保持離客人一步遠，避免與客人面對面； Eye contact/expression; 注意眼神交流/表情； Peaceful and natural expression; 保持平靜自然的表情； Do not look into other’s eyes straightly or watch them below their chest level; 避免盯著對方的眼睛或者看低于其胸部的地方；,CHATEAU STAR RIVER,Body Language while Conversing with guests 與客人交談 （2） Don’t Lean 不準斜靠著與客人交談. -Use Hand gesture 使用正式及適當?shù)氖謩?，但切忌動作過于夸張及頻密。 Use hands with open palm and take the elbow joint as a fulcrum and move in small range. 當使用雙手時，張開手掌并以手肘為支點小幅度移動。,CHATEAU STAR RIVER,Body Language while Conversing with guests 與客人交談 （3） -Do not clench the fist. 避免握緊拳頭。 -Do not point guests. 避免用手指客人。 -Do not yell, hold your chin in palm and touch your ears and cheek. 避免大叫，手托下巴，用手碰觸耳朵及面頰。 -Do not look around, look at watches, yawn, stretch yourself, or play something unconsciously. 避免周圍看，看表、打呵欠、伸懶腰，或者下意識做其它小動作。 Watch Body language refer to the picture/Video 請看圖片/短片示范,CHATEAU STAR RIVER,Body Language While Shake hands 握手 If you are sitting, stand up and walk from behind the table. Smile warmly and take the Initiative to shake hands with guests. 如果你是坐著的，起立并從桌子背后走。熱情地微笑并主動與客人 握手。 If you are standing, walk towards the guest to shake hand. 若你是站著的, 應(yīng)主動迎上前與客人握手. Keep eye contact; 保持眼神交流； Man: full handshake; woman: 2/3 and light handshake. 男士：握全手掌；女士：只握住2/3手掌。 Shake hands up and down for only once or twice. Do not grasp other’s hands for long time. Avoid hand sweat. 握手時上下移動一到兩次。避免長時間抓住對方的手。避免有手汗。 Watch Body language refer to the picture/Video 請看圖片/短片示范,CHATEAU STAR RIVER,Body Language While Taking a lift 乘搭電梯 （1） Let all the people get out first. Then enter the lift in order. 讓電梯里面的人先出來再按秩序進去。 Lady or guest first. 女士或客人優(yōu)先。 Push the “open” button and not close the door until others all get in; 站在電梯外以一手手心擋住電梯門，身體微微前傾以示尊重，但切勿 阻擋門前的出入空間。,CHATEAU STAR RIVER,Body Language in the Take a lifts 乘搭電梯 （2） Actively ask for the floor (s) where the guests would like to go and press the floor button for guest. If possible take the lift to the floor where you want to go until all the guests have got out. 主動詢問客人需要到達的樓層并為客人按相應(yīng)按鈕。可能的話讓所有 客人都離開了再去自己所要去的樓層。 Wait for the next one if it is too crowded. 如果電梯已經(jīng)很擁擠, 則等待下一趟電梯。 Stand towards the lift door. Do not stare at others; 面向電梯門站立。避免盯住他人； Keep Smiling in the Lifts. 在電梯內(nèi)保持微笑. Watch Body language refer to the picture/Video 請看圖片/短片示范,