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1、东莞市华翔国际酒店STANDARD OPERATING PROCEDURE部门 : 人力资源部 工作级别 : 人力资源总监DEPARTMENT ：H.R JOB GATEGORY ：H.R DIRECTOR 制定人 : 批准日期 : 2003年4月26日PREPARAED BY：ISABEL HU DATE OF APPROVE：2003/04/26主题 : 全饭店人员仪容仪表与礼貌礼仪规定SUBJECT： RULES & REGULATIONS FOR GROOMING & COURTESY编号:H.R 页码：3目的：规范员工的仪容仪表与礼貌礼仪Purpose : Standardize t
2、he grooming and courtesy of Hua Ling Hotel制度: Regulations:一、所有员工必须仪表端庄、整洁。The grooming must be elegant and clean. 头发：清洁无头屑，梳理整齐，发式自然大方，不留古怪发型，不随便染发。男员工前不过眉，旁不边耳，后不触衣领。女员工前不过眉，留长发的需用发网将头发束起。（头饰不可夸张，以小为宜，颜色以黑、棕色为标准。）Hair: clean and neat, natural style, no any light dying.Male staff : front no longer t
3、han eye brows, side no longer than ears and back no longer than collar.Female staff: front no longer than eye brows, for the one with long hair it has to tie up neatly in a bun. (the hairpin should be small and in black or brown color.)面部：面容干净，口气清新，无异味。男员工不留胡子，每天剔须。 女员保持清洁并做适当化妆。Face: clean, no pecu
4、liar smell when speaking.Male staff: no beard,shave every dayFemale staff: make up properly.指甲：保持指甲清洁，甲长不超过2毫米，女员工只可涂无色指甲油。Nails: clean, not longer than 2mm. the female staff only can use colorless nail polish.饰物：男员工只戴一枚戒指和一块手表。女员工只能戴一枚戒指，一块手表，一对耳钉。（不戴太时装化的手表。）ornament: both the male and female staf
5、f can only wear one ring and one watch (common style) . the female staff can only wear a pair of earring (no eardrop).二、制服应保持清洁、干净无破损：The Uniform should be clean and no damage. 1 制服钮扣全部扣齐，衣袖、裤腿不得卷起。Do up all buttons. Do not roll up the sleeves and trouser-legs.2 制服整洁无破损，长短、宽窄合体。衬衫的领子与袖口干净无污渍。Clean a
6、nd no tear, suit to body, no stain on the skirts collar and cuff.3 名牌配戴于上衣左上方，能让人清晰辩认。Name badge on the left-up side of the uniform, clear and easily to read.4上班时穿工鞋，干净无气味，无破损，鞋面保持光亮清洁。Wear working shoes, keep the shoes clean, no smell, no breakage, polished. 5 穿裤装的员工袜子颜色为黑色或深棕色，穿制服裙的女员工要配肉色丝袜Wear b
7、lack or deeply brown socks going with trousers, while the skin-colored silk stocking with skirt. 三、在任何场合见到客人、上司、同事都应从言语、行动、表情上表现礼貌：When you see the guest, the superior, or colleagues at any time, you should show courtesy to them. 1 微笑，主动热情地问候。在问候主管级以上人员时请称呼”王Sir”或”Ms.王”,部门经理级以上称呼”王总监”或”王经理”。 Smile a
8、nd greet actively and warmly. Greet the supervisors above with “ Ms. Wang” or “Wang Sir”, while greet the DHs above with “ Director Wang” or “Manager Wang”.2与人交谈时礼貌的注视对方，留心倾听，并给予适当的回应，微笑。一般与客人距离一步半左右。When you talk with others, keep eye-contact, listen carefully, response appropriately. The distance
9、between you and guest should be within one step and half or so.3使用正确的站姿，坐姿，走姿 Stand, sit and walk in right way. 站姿：抬头挺胸，预脖伸直，目光平视，两臂自然下垂（根据工作需要，两臂在身体前或后交叉放置），身体重心在两脚中间。Stand: straighten up, head raise, neck stretch out, look in straight level. Arms stretch out naturally (as for job needs, can cross
10、hands before or behind body ), the gravity of body fall in the center of two feet坐姿：入座时要轻要稳，不要赶步。至少坐椅子三分之二。入坐后应头部端正，面带微笑，双目平视，双肩平正放松，挺胸，立腰，两臂自然弯曲，双手放在膝上，掌心向下。女员工正坐或侧坐时需注意双膝并拢。Sit : sit slightly and steadily. When sitting, at least should occupy two-third part of the chair. Head upright, smile, look
11、in straight level, back straight up, two arms stretch out naturally with hands on the kneels. Female staff should sit with kneels together.走姿：行走时，上体要正直，身体重心可稍向前，头部要端正，颈要梗直，双目平视，肩部放松，挺胸，立腰，两臂自然前后摆动，步伐要轻稳，矫健。行走路线应是正对前方成直线。Walk: Body upright, the center of bodys gravity can slightly forward. Head raise
12、, neck Upright, look in straight level, shoulder relax. Two arms swing in front and back naturally, the step slight and steady. Walk in straight way. 4 行走路线：应靠右行走。行进时如遇客人应自然注视宾客，主动点头致意或问好，并放慢行走速度以示礼让，不与宾客抢道，如有需要时应先道歉从宾客旁穿过。Walking route : should walk the right side way. Greet the guests with eye-con
13、tact and smile, Never try to race with guests in the same way, if in a hurry, say “Excuse” then pass them by the side.5 使用礼貌规范的语言 Use Standard Service Language 熟练运用：您，请，谢谢，对不起，请原谅，没关系，不要紧，别客气，早晨好，您好，再见等语句。 Familiar with : You, Please, Thanks, I m sorry, Excuse me, Thats all right. Never mind, Not at
14、 all, Good morning ,How are you ! Good-bye! Etc. 不使用“四语”，即蔑视语、烦燥语、否定语、斗气语 Do not use disparaging words, fidgety words, negative and mumping words. 不能对客人使用贬义称呼 Do not address guests in derogatory sense words. 不讲有损宾客自尊心的话 Do not speak the words which will wound the guests pride. 不与宾客争论 Do not argue wi
15、th the guests 不要让语音高于宾客的声音 Do not raise the voice higher than the guests 用愉快的语音语调问候帮助客人。不得使用粗俗的言辞与家乡话，不得模仿他人的语调、口音与声调。Greet and speak to the guests in pleasant voice and intonation. Do not speak withvulgarity words or in native dialect. Do not imitate others dialect or intonation.四、从业人员应做到：The hotel staff should:不随地吐痰No spitting.不随地扔纸屑、果皮
