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1、Days Inn China 美国戴斯酒店集团（中国）Personal Hygiene & Grooming Program 个人卫生及仪容仪表课程培训目的欢迎参加美国戴斯酒店个人卫生和仪表仪容培训 。 就内容和培训时间来说，此培训计划的制定是为 了 设定该类培训的最低标准。同时我们鼓励各个酒 店 根据自己的要求增加内容。n个人卫生和仪表仪容培训既能作为入职培训 的一部分，也能用于独立的复习培训等其他 培训项目。n培训时间（最少）为2个小时，可一次完成或 分两次进行，首先是个人卫生然后是仪表仪 容。n为了培训的一贯性，由酒店培训经理来进行 该培训2培训目的n为了更好地开展培训课程，我们建议在培
2、训 前给每一位参加培训的员工分发培训资料。 资料可以是以下内容的复印件，也可以直接 将该内容加入员工手册。n有关员工仪表仪容方面的内容，可以通过放 映幻灯片进行。可放映各个员工穿着酒店的 各式制服时的照片作为参照物。n由于所进行的内容可能比较枯燥，可鼓励员 工最大程度地参与到培训中来，此类的参与 活动应包括在培训计划中，但不包括在固定 参与培训部分中。3Program Contents 培训内容4Self Introduction Outline 自我介绍 大纲nMy name. 介绍姓名nMy perception of personal hygiene & grooming. 对个人卫生和
3、仪表仪容的理解nMy years of experience as a customer contact representative (in any service industry). 作为客人长期与酒店服务人员接触的经验（ 在任何服务领域内）5Why is it important？ 为什么重要？nGuests judge a hotel not only by the rooms, food, facilities & decor, but also by the kind of people who serve them. 客人从两个方面来评价一个酒店，一方面是酒店 的客房、食物、设
4、施和装修，另一方面是进行服 务的人员。nThe appearance of our hotels employees can suggest a clean & attractive hotel or it can arouse concern concern that will probably translate into a negative stay experience. 酒店员工的面貌能反映出酒店整洁具有吸引力。 或能关系到其他方面 这些方面都能引起客人在酒店入住期间的不愉快 经历。6Why is it important？ 为什么重要？nThe positive impact o
5、f good food, efficient & courteous service, etc, is all lost when the provider is of poor appearance, unclean, disheveled or untidy. This presents an image that is in complete contrast with their hotel environment. 当提供服务的人员以较差的形象出现时，如衣 着不得体、肮脏，头发蓬乱，这样所有美味的 食物、殷勤高效的服务等都将失去意义。这也 与酒店的环境形成了鲜明的对比。7Partic
6、ipation exercise 参与练习“Key components of personal presentation” Broken down into 2 headings: “个人形象”主要由以下2个部分构成：nHygiene 个人卫生nGrooming 仪表仪容5 Minutes for group discussion 5分钟集体讨论时间8This program will help you 培训的益处nBecome familiar with the hotels objectives, policies and procedures. 熟悉酒店的服务目标、政策和程序nUnde
7、rstand the importance of personal hygiene and grooming. 了解个人卫生和仪容仪表的重要性nAlways look your best. Remember as Days Inns ambassador, good appearance reflects on our hotel, our company and your self respect. 总是呈现自己的最佳的一面。作为戴斯酒店的 使者，良好的形象能反映我们酒店，为自己赢 得别人的尊重。9Personal hygiene 个人卫生nThis is of great importan
8、ce as the staff are constantly handling food or working near customers or both. 员工工作时要接触到食物和近距离接触客人时， 个人卫生更具重要性。nGood personal appearance is achieved by taking care of your body both internally and externally. 注意保持自己内外身体的干净、健康才能呈现出 最好的个人面貌。nThose few employees who do not work with food or near custo
9、mers, still have their internal customers to consider as well as support for the overall culture of hygiene. 那些不接触食物或不会近距离接触客人的员工， 也不能马虎，仍有客人会评价，同时也是酒店整 体员工个人形象文化的一部分。10Hands and nails 手和指甲When would be appropriate times for washing hands?何时为恰当的洗手时间？At the very minimum: 最起码：nWhen starting or re-star
10、ting working. 开始工作或重新开始工作。nAny time your hands are dirty. 手弄脏后随时清洗。nBefore serving food. 提供食物前11Hands and nails 手和指甲（续）nBefore handling food. 触摸食物前nBetween handling different foods (especially between raw & cooked food). 触摸不同食物间（尤其注意在触摸生和熟食物 间）nAfter visiting the toilet. 上完洗手间后nAfter doing any dirty
11、 job. 做完脏活后nAfter blowing the nose. 清理鼻子后nAfter handling refuse/waste. 处理完垃圾/废物后nAny other times? 还有其他任何时间吗？12Why is washing hands so important? 清洗手的重要性 nHands go everywhere! 做任何事情都要用到手！nMajor source of contact: 主要的接触源：-Between people 与人接触-With food 与食物接触-With food service items 为客人提供食物是触摸到的器皿nHands
12、 carry everything including bacteria! 手能携带任何东西也包括细菌！13Ways to reduce the possibility of contaminating food with bacteria 避免食物被细菌污染From the hands:手须注意的：nHand washing must be thorough using hot water & nail brush. 用热水充分清洗干净手， 并用刷子刷洗指甲。nHandle (touch) food directly as little as possible. Use tongs, pla
13、stic gloves, etc., especially with cooked food ready to be served. 尽量不用手直接接触食物，可使用钳 子、塑料手套等。尤其注意不要接触煮好的， 即将提供给客人的食物。nDont taste food with your fingers. 不要用手指直接拿起食物来品尝。nDont pick your nose, poke your ears, pick your skin and try not to scratch yourself. 上班期间不要用手清理鼻子、耳朵和皮肤，并 不要用手抓挠自己。14Ways to reduce
14、the possibility of contaminating food with bacteria 避免食物被细菌污染From the nails:指甲须注意的：nFinger nails catch all the dirt. 手指甲接触所有污垢。nThey are even greater carriers of bacteria than the hands 相对于手而言，指甲是更大的细菌携带源。nSo keep your finger nails short, clean, and well manicured. 介于此，你的指甲必须短，干净并修剪完好。15Caring for y
15、our skin 关心你的皮肤A well balanced diet is necessary for maintaining strong & healthy body. 保持健康强壮身体的前提 是 科学地进餐，摄取均衡营养。nMake sure that: Your diet combines the.go, grow and glow components of food to guarantee your health. 确保您摄取的食物包 括以下三方面。nGo foods are: Carbohydrates, fiber. 维持你生命的食物：碳水化合物，纤维nGrow foods
16、 are: Proteins 强壮生命的食物：蛋白质nGlow foods are: Vitamins, minerals 使生命焕发异彩的食物：维他命，矿物质16Caring for your skin 关心你的皮肤（续）nRegular physical exercise. 有规则地参加体育锻炼。Physical exercise is NOT limited to working up a sweat in the gym. There are many ways to keep fit. 体育锻炼并不局限于健身房内，还有别的方法 来进行锻炼保持健康。e.g. Jogging, tennis, football, walking, using stairs instead of lifts, etc. 例如：跑步、打网球、踢足球、散步、爬楼时 走楼梯而不使用电梯等。17Caring for your skin 关心你的皮肤（续）nAdequate
