杭州洲际、假日Orientation Manual

Should be clean and well combed. Hairstyles should project a professional, business like image. Extremes of any nature whether of length, style or colour are generally discouraged except when this is treated as part of the outlet concept. Hair accessories should be kept to a minimum. Small clips or dark coloured barrettes may be worn. 头发应保持清洁，梳理整齐。发型应体现专业及商务的形象。除非是为了配合餐厅主题，酒店不提倡在头发长度，形式及颜色上搞极端突出，发饰应简单，可佩戴小发卡或暗色发圈。

Make Up/化妆:

Should be simple, light and healthy looking. Only moderate perfume should be used. 应保持简单，清爽及健康的形象。只许使用清淡香水。

Hygiene/个人卫生:

Employees should ensure they do not have bad breath and body odour by brushing their teeth regularly and taking daily showers. 员工应经常刷牙洗澡以确保无口臭及体味。

Finger Nails/指甲：

Should be spotless. Nails must be neatly trimmed to a moderate length. Only natural coloured nail polish is permitted. The polish should be complete and cover the entire nail.

应保持干净。指甲必须剪短，修剪整齐。只许涂透明及自然色指甲油，且须将指甲全部涂沫均匀。

Jewelry首饰：

Personal jewelry must not be worn on the uniform. Earrings are to be studs only. A simple wedding ring and a watch are permitted. Suggesting not wearing other rings and bracelets for kitchen, Stewarding and Food & Beverage Service employees for safety and sanitation reasons.

私人首饰不许佩戴于制服上。耳环只限于耳钉类。允许佩戴手表及一枚戒指。由于卫生及安全的原因，建议厨房、管事及餐饮服务的员工不佩戴多余首饰。

All employees must follow the division/department head’s guidelines for maintaining professional appearance.

所有员工必须遵照部门总监/经理对个人仪容仪表的要求。

Failing to observe personal appearance standards will be subject to disciplinary action.

不遵守个人仪表规定的员工将受到纪律处分。

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多么礼貌的世界

? KEEP SMILING All the Time! 永远保持微笑！

Use MR./MS. XXX 用“x先生/x女士”称呼

? PROPER Tone and Volume 合适的音量与声调

? Eye Contact目光接触 ? Greet Guest and Colleagues

与客人和同事打招呼

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让我们一起说

? Good morning, sir/ma’am! 早上好，先生/女士！

? How may I help you? 有什么可以为您效劳的？

? Excuse me, may I …? 对不起，我可不可以……？

? Thank you! 谢谢！

? You are welcome! 没关系!

? I’m sorry! 对不起!

? Certainly! 当然可以！

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角色扮演

1. 客人走出他的房间，在大厅里，从正在使用吸尘器的同事身边走过。

2.晚间同事在收银台值班，客人走近柜台。

3. 同事是餐厅的女服务员，一位客人走进餐厅用早餐。 4. 当同事正在换灯泡时，客人走进了电梯。

5. 当客人走进房间时，同事正在浴室放臵干净的毛巾。 6. 客人带着许多行李，走进礼宾台。

7. 深夜，当同事走出大门时，客人下了出租车。 8. 客人打电话到总机询问另一位客人的房间号。

9. 当一位下班的同事正步行穿过停车场时，遇到一位客人正拿着手提箱。

10.客人正在等待电梯，你走过来也要乘该电梯。 11.当客人经过时，同事正在用机器在楼梯上打蜡。 12.当客人坐下时，同事正在清洁桌子。

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