内容索引作者：林明强
第一节 礼仪规范
一、仪容仪表 ······························ 3—4
二、“四姿” ······························· 4—5
三、礼貌礼仪 ······························ 5—7
四、电话服务礼仪 ·························· 7—8

第二节 服务意识
一、什么是服务意识 ························ 9—10
二、建立良好服务意识的基础 ················ 10
三、培养服务意识的良好习惯 ················ 10
四、首问责任制 ···························· 11

第三节 职业道德
一、什么是职业道德 ························ 12
二、职业道德的重要性 ······················ 12
三、服务行业的职业道德规范 ················ 13

第四节 消防知识
一、认识火灾 ······························ 14
二、消防知识“三懂三会三能” ·············· 14—15
三、火灾的类型 ···························· 15
四、灭火器的使用 ·························· 15—16
五、酒店火灾的易发情况及预防措施 ·········· 16—17
六、扑灭火灾的方法 ························ 17
七、火场疏散注意事项 ······················ 18

第五节 突发客诉事件处理
一、引起客诉的原因 ························ 19
二、突发客诉时间处理基本程序 ·············· 19
三、突发事件处理注意事项 ·················· 19—20

第六节 成为一名优秀员工的标准 ············ 21

第七节 酒店基本英语用语
一、问候 ·································· 22
二、指引 ·································· 22—23
三、询问 ·································· 23
四、应答 ·································· 23—24
五、道歉 ·································· 24
六、电话接听 ······························ 24