楼面少爷培训计划第一章夜场介绍........................................................................6第一节夜场的概念.....................................................................7一、什么叫夜场........................................................................7二、夜场共同特点..................................................................7三、酒吧、DISCO、夜场、会所的不同点............7四、量贩式KTV..............................................................................7第二节夜场行业术语............................................................10第二章夜场服务工作人员应具有的...........................12素质与要求..........................................................................................12第一节正确认识娱乐服务和服务质量..................13一、什么是服务.....................................................................13二、服务质量...........................................................................13三、什么是客人.....................................................................15第二节仪容、仪表、仪态................................................16一、仪容、仪表、仪态的概念.................................16二、注意个人仪容、仪表的意义...........................16三、夜场对员工个人仪容仪表的基本要求...16四、夜场对服务接待工作人员仪态的要求...17第三节礼貌、礼节、礼仪................................................19一、礼貌.......................................................................................19二、礼节.......................................................................................21三、礼仪.......................................................................................25四、礼貌、礼节的意义...................................................26五、风度.......................................................................................26第四节夜场日常礼貌用语................................................27一、基本礼貌用语...............................................................27二、基本礼貌用语十字...................................................29三、常用礼貌用词...............................................................29四、夜场工作中服务礼貌用语.................................29五、夜场经典十句礼貌用语（中英文）.........30六、夜场服务工作中严禁说的话语.....................30第五节服务人员职业道德与态度..............................31一、职业道德的论述.........................................................31二、服务人员应具有的态度.......................................32第三章夜场服务日常操作规范与技巧..................33第一节服务员服务操作规范..........................................34一、工作服务规范...............................................................34二、礼貌用语规范...............................................................36第二节服务技巧........................................................................37一、服务推销技巧...............................................................37二、服务操作技巧...............................................................39第四章楼面部........................................................................45第一节KTV包房...........................................................................46（一）KTV主管买单程序及注意事项..................46一、买单程序......................................
