楼面少爷培训计划第一章夜场介绍...............................................................................................6西安曲江皇佳国会第一节夜场的概念.............................................................................................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..................
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