本书坚持学以致用的原则，突出实用性和可操作性的特点，将学生在旅游服务过程中所需要掌握的服务礼仪技能细分为多个实训项目。书中详细介绍了旅游服务礼仪的基本理论知识，并针对各个实训的内容开展切实可行的训练。
本书由9 个实训组成，分别是：语言礼仪、肢体语言礼仪、个人礼仪以及游览、前厅、客房、餐饮、公关、康乐等旅游服务礼仪内容。本书理论浅显易懂，实训内容易于操作，体例新颖别致，案例分析精辟，语言生动活泼，版式图文并茂。本书适用于职业学校旅游服务类专业的教学，同时也适用于大专院校和旅游行业的服务礼仪培训。
第2版前言第1版前言
实训项目一 语言礼仪............................................................................................................................................. 1 实训内容一普通话语音语调................................................................................................................................... 2实训内容二电话服务礼仪....................................................................................................................................... 4实训内容三提问、应答礼仪................................................................................................................................... 6
实训项目二 肢体语言礼仪.................................................................................................................................... 9实训内容一体姿..................................................................................................................................................... 10实训内容二手势..................................................................................................................................................... 16实训内容三表情及其他示意礼仪......................................................................................................................... 20
实训项目三 个人礼仪........................................................................................................................................... 25实训内容一制服和衬衣......................................................................................................................................... 26实训内容二鞋和袜................................................................................................................................................. 27实训内容三饰物..................................................................................................................................................... 29实训内容四个人卫生............................................................................................................................................. 32实训内容五头发护理和发型................................................................................................................................. 34实训内容六五官护理和化妆................................................................................................................................. 36
实训项目四 游览服务礼仪.................................................................................................................................. 41 实训内容一接站服务............................................................................................................................................. 42实训内容二首站沿途导游..................................................................................................................................... 44实训内容三入店服务............................................................................................................................................. 46实训内容四商定日程服务礼仪............................................................................................................................. 49实训内容五送别旅游者服务礼仪......................................................................................................................... 51实训内容六带团服务礼仪..................................................................................................................................... 53实训内容七讲解服务礼仪..................................................................................................................................... 55
实训项目五 前厅服务礼仪.................................................................................................................................. 59 实训内容一门童服务礼仪..................................................................................................................................... 60实训内容二行李生服务礼仪................................................................................................................................. 62实训内容三前台收银服务礼仪............................................................................................................................. 64实训内容四前台咨询服务礼仪............................................................................................................................. 66
实训项目六 客房服务礼仪.................................................................................................................................. 69实训内容一进入客房服务礼仪............................................................................................................................. 70
旅游服务礼仪技能实训 第2 版
实训内容二客房整理服务礼仪............................................................................................................................ 71
实训内容三洗衣服务礼仪.................................................................................................................................... 73
实训内容四大堂清洁服务礼仪............................................................................................................................ 75
实训项目七 餐饮服务礼仪................................................................................................................................. 79
实训内容一引位员服务礼仪................................................................................................................................ 80
实训内容二值台员服务礼仪................................................................................................................................ 81
实训项目八 公关服务礼仪................................................................................................................................. 89
实训内容一庆典迎宾礼仪.................................................................................................................................... 90
实训内容二庆典签到处工作礼仪........................................................................................................................ 92
实训内容三庆典送别客人礼仪............................................................................................................................ 94
实训内容四签订协议礼仪.................................................................................................................................... 95
实训内容五外交活动服务礼仪.......................................................................................................................... 102
实训项目九 康乐服务礼仪................................................................................................................................113
实训内容一游泳池服务员礼仪...........................................................................................................................114
实训内容二健身房服务员礼仪...........................................................................................................................115
实训内容三保龄球服务员礼仪...........................................................................................................................116
实训内容四桑拿浴服务员礼仪...........................................................................................................................118
实训内容五卡拉OK 舞厅服务员礼仪...............................................................................................................119
实训内容六美容服务员礼仪.............................................................................................................................. 121
附录 旅游服务礼仪常用语（英汉对照）................................................................................................... 123
参献..................................................................................................................................................................... 137
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