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服务礼仪：是各服务行业人员必备的 素质和基本条件。出于对客人的尊重 与友好，在服务中要注重仪表、仪容、 仪态和语言、操作的规范；热情服务 则要求服务员发自内心的热忱地向客 人提供主动、周到的服务，从而表现 出服务员良好风度与素养。
Service etiquette: is the service personnel necessary quality and basic conditions. For the guest's respect and friendship, in the service should pay attention to instrument, appearance, manner and language, operation standard; Enthusiastic service requires the waiter from the heart to the guest warmly provide active, thoughtful service, so as to show the waiter good grace and accomplishment.
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仪 态 －
站 姿
站姿要领：抬头、挺胸、收腹、提臀、 含颚、夹肩、目视前方，两腿自然站立
➢ 女士：脚跟并拢，脚尖成30至45度，双手重叠置 于腹前 ➢ 男士：双脚开立，略窄于肩，脚尖向前，右手自 然握拳
置于背后，左手握住右手手腕
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仪态—坐姿
➢ 女士：双膝自然并拢，双 手重叠于一条腿上
➢ 男士：双膝分开，略窄于 肩，双手自然分置 于腿上
一个人永远没有第二次 给别人第一印象的机会！
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服务礼仪的特点 普遍性、继承性、差异性、时
代性 服务礼仪的职能
塑造个人形象、塑造组织形象、 沟通信息、联络感情 The characteristics of service etiquette： Universality, inheritance, difference, the time The function of service etiquette： Shape personal appearance, shape organization image, communication information, contact feelings
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仪表
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* 要拆除衣袖上的商标 * 要熨烫平整 * 要扣好纽扣 * 要不倦不挽 * 要慎穿毛衫 * 要巧配内衣 * 要少装东西
-- 礼貌用语
致歉用语 -很抱歉先生，为了您的安全， 我们需要核对一下您的身份证。 -对不起，让您久等了！ -实在对不起！
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有很多服务礼仪的内容，就以饭店服务人员为例 There are a lot of the content of service etiquette ， Take the hotel service personnel， for example
当前，饭店业激烈的市场竞争，实质就是服务质量的竞争。饭店的生存和发 展、声誉和效益、市场和客源，靠的是向宾客提供全方位的优质服务。一种 “宾客至上”的服务精神和热情友好、真诚和蔼的服务态度，可使客人在感官 上、精神上产生尊重感、亲切感。讲究礼仪是优良服务态度的关键，是优质服 务所必须。 At present, the hotel industry of the fierce market competition, the essence is the quality of service competition. The hotel's survival and development, reputation and efficiency, market and tourists by guests to provide a full range of quality services. A kind of "guests first" service spirit and warm and friendly, sincere kind service attitude, can make the guest in sensory and mental produce respect feeling, cordial feeling. Exquisite manners excellent service attitude is the key, is a superior quality service must be.
坐姿要领：入座要轻，坐满椅子的2/3，头平正，挺胸、夹肩、立腰
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服务意识
作为事业单位和行政机关来说。随着行政职能的转换、人 们权益意识的越趋强烈以及社会发展的趋势来说，“为人民服 务”又成了清晰、可执行的具体行为规范，就是真正服务好服 务对象。作为公务人员，服务对象也就成了他们的“顾客”。 Service consciousness As for institutions and administrative organs. Along with the administrative function transformation, people consciousness of rights and increasing strongly and the trend of the development of the society, it "serving the people" and became clear, executable specific code of conduct, which is really good services to the service object. As a public official, service object become their "the customer".