《酒店服務(wù)禮儀》課程標(biāo)準(zhǔn)

1、酒店服務(wù)禮儀課程標(biāo)準(zhǔn)Course Standard of Hotel Service Etiquette課程名稱：酒店服務(wù)禮儀Hotel Service Etiquette 適用專業(yè)：酒店管理Hotel Management major 一、課程性質(zhì)和任務(wù) Nature and Tasks of the Course （一）課程性質(zhì) Nature of the Course酒店服務(wù)禮儀課程主要適用于高職高專酒店管理專業(yè)的學(xué)生學(xué)習(xí)。本課程學(xué)時(shí)總計(jì)38學(xué)時(shí), 是一門實(shí)踐性很強(qiáng)的專業(yè)基礎(chǔ)課程。以學(xué)生職業(yè)形象塑造，職業(yè)禮儀習(xí)慣的養(yǎng)成為目的，進(jìn)而提高 學(xué)生的職業(yè)素養(yǎng)，本課程對學(xué)生服務(wù)意識的培養(yǎng)具有現(xiàn)實(shí)的

2、意義。The Hotel Service Etiquette is mainly targeted at students studying hotel management in vocational colleges. The total course hour is 38 hours. This is a highly practical and professional entry level course. The aim is to build students9 professional images and form their professional etiquette h

3、abits, then improve students9 professional accomplishment. This course is of practical significance to the cultivation of students* service consciousness.主要是通過多媒體授課、化妝實(shí)訓(xùn)室實(shí)操、形體訓(xùn)練房演練、實(shí)訓(xùn)室情景演練、在線學(xué)習(xí)等形 式進(jìn)行，使學(xué)生牢固樹立禮貌服務(wù)意識，具備良好的禮儀素養(yǎng)，養(yǎng)成良好的禮儀習(xí)慣，能掌握酒店 從業(yè)人員服務(wù)與社交的基本技巧、規(guī)范及操作方法，并能根據(jù)實(shí)際情況靈活、準(zhǔn)確地加以運(yùn)用，以 良好的個(gè)人風(fēng)貌得體地與賓客交往，

4、更好地勝任酒店職業(yè)崗位工作。Through multimedia teaching, cosmetic training rooms, body-shaping training rooms, rehearsal in scenario simulation and on-line study, students gain the consciousness of politeness of service, have good etiquettes and develop good etiquette habits, and can apply flexibly and accurately

5、 according to the actual situation. Communicate appropriately with guests with good personal style and get better competence for Hotel Professional Position.（二）課程標(biāo)準(zhǔn)設(shè)計(jì)思路 Design Idea of Course Standard本課程作為酒店管理專業(yè)學(xué)生新生開始的教學(xué)的專業(yè)基礎(chǔ)課，涵蓋酒店服務(wù)情景禮儀四大情景 模塊。本課程從高素質(zhì)高技能人才的培養(yǎng)要求出發(fā)，通過社會人、職業(yè)人的角度，整合教學(xué)內(nèi)容， 以學(xué)生職業(yè)形象塑造、人際交往禮

6、儀、國際禮賓禮儀、培養(yǎng)專業(yè)學(xué)生的職業(yè)素養(yǎng)為目標(biāo)。This course is a professional basic course for freshmen majoring in Hotel management which includes four modules of hotel service scene etiquette. Starting from the training requirement of high-quality and105情境五：見面與交 談禮儀ScenarioV :Meeting and ConversationEtiquette1）能夠根據(jù)不同的交往對

7、象 選擇恰當(dāng)稱呼2）能夠根據(jù)不同的交往對象 和場合選擇恰當(dāng)致意禮儀3）能夠根據(jù)不同情境正確進(jìn) 行介紹4）掌握名片遞接的基本方法 5）正確掌握握手的規(guī)范動(dòng)作 和方法6）正確掌握鞠躬禮節(jié)的度 數(shù)、規(guī)范和次序7）掌握合十和拱手禮節(jié)的行 禮規(guī)范8）掌握擁抱和親吻禮的動(dòng)作 規(guī)范9）掌握言談的技巧和禮儀規(guī) 范Choose the right title according to different persons;send ones greetings according to different persons;introduce correctly according to different sit

8、uations;grasp the basic method of business card transfer;grasp the right method of hand shaking;grasp the degree, norm and order of bowing etiquette;grasp standard of salute: salute with putting palms together and fist and palm salute ;grasp standard of hugs and kisses;grasp speech skills and etique

9、tte standards.1）熟悉稱呼的基本規(guī)律和使用形式2）熟悉致意的一般規(guī)律和規(guī)范標(biāo)準(zhǔn)3）熟悉介紹的基本順序4） 了解名片的規(guī)格與功能，熟悉遞接名 片的程序5）掌握握手禮節(jié)的規(guī)范和考前須知6）掌握鞠躬禮節(jié)的規(guī)范和鞠躬度數(shù)所表 達(dá)含義7）熟悉合十和拱手禮節(jié)的基本規(guī)范8）熟悉擁抱和親吻禮儀的基本程序和規(guī) 范9） 了解交談的基本原那么和考前須知 10）掌握商務(wù)談判的語言技巧Familiar with the salutation rules ;Familiar with the general rules and norms of greetings;Knows the basic order

10、 for introduction;Understand the specifications and functions of business cards, familiar with the procedure of receiving business cards;Master the rules of handshake etiquette and some dos and donts.Master the rules of bowing etiquette and the meaning of bow degree;Know the specifications on the sa

11、lute with putting palms together and fist and palm salute ;grasp the procedures and specifications on hugs and kisses;Grasp speech skills and related etiquettes.Grasp language skills in business negotiation.6情境六：拜訪與饋 贈(zèng)禮儀Scenario VI: Visit and Gift-giving Etiquette1）掌握拜訪的禮儀規(guī)范和要 求2）能從事拜訪活動(dòng)3）掌握饋贈(zèng)禮品的選擇依

12、據(jù) 4）掌握贈(zèng)送的禮儀規(guī)范和基 本要求1）掌握拜訪的準(zhǔn)備工作2）掌握拜訪時(shí)的考前須知3）熟練運(yùn)用饋贈(zèng)的六要素4）掌握送花禮儀5）熟悉受贈(zèng)禮儀6）能得體拒收禮品5）掌握送花時(shí)的選擇6）掌握受贈(zèng)禮儀7）掌握拒收禮品的禮儀Grasp the rules and requirements of visiting etiquette；Be able to engage in visiting activities；Grasp the selective rule of gifts；Master the etiquette of presenting gifts；Master etiquette for

13、choice of flowers；Master the etiquette of receiving a gift;Master the etiquette of refusing a gift.Master the rules of paying a visit.Grasp points for attention for paying a visit.Skillful use of six elements of presenting gifts.Master the etiquette for sending flowers；Master the etiquette of receiv

14、ing a gift;Decent rejection of gifts.7情境七：接待與宴 請禮儀Scenario VII: Reception and Banquet Etiquette1）能完成具體的接待任務(wù)2）能進(jìn)行接待活動(dòng)的組織 3）掌握不同規(guī)格的迎送禮儀 4）掌握中、西式宴會的組織 5）掌握赴宴的禮儀要求Be able to complete specific reception tasks;Capable of conducting reception activities;Master different specifications of greeting etiquette

15、;Mastering the organization of Chinese and Western banquets;Master the requirements for dinner etiquette.1）掌握接待的程序與禮節(jié)2）掌握接待的組織3）掌握迎送儀式4）掌握宴會的組織禮儀5）掌握赴宴的禮儀要求Master the procedures and etiquette of reception;Know the organization of reception;Master the etiquette of welcoming ceremony and see a guest o

16、ff.Master the organizational etiquette of banquet；Master the requirements for dinner etiquette.8情境八：通聯(lián)禮儀 Scenario VHI: Communicationetiquette1）正確掌握 接聽與撥打 的禮儀規(guī)范和基本要求2）能夠根據(jù)不同的場合正確 使用手機(jī)和手機(jī)短信禮儀3）正確掌握收發(fā) 、電子 郵件的禮儀規(guī)范4）掌握信函和邀請函的撰寫 禮儀1）熟悉使用 、手機(jī)、電子郵件等通 訊工具的基本禮儀Familiar with the basic etiquette of using teleph

17、one, mobile phone, e-mail and other communication tools1112grasp the etiquette and basic requirements of answering and dialing a phone;follow an etiquette of mobile phones and short messages;grasp the etiquette of sending and receiving faxes and e-mails;grasp the etiquette of writing letters and inv

18、itations9情境九：國際禮賓 次序 Scenario IX:InternationalProtocol Order1）能掌握外賓來訪的接待準(zhǔn) 備工作內(nèi)容和迎送外賓的禮 儀要求2）掌握禮賓次序的安排方法 3）掌握國旗懸掛的方法Be able to grasp the contents of reception preparation for foreign visitors and etiquette requirements for welcoming foreign guests;How to arrange the order of protocol;Master the metho

19、d of hanging the national flag.1）外賓來訪的接待準(zhǔn)備2）迎送外賓的禮儀要求3）禮賓次序的安排4）國旗懸掛的考前須知Reception preparation for foreign visitors;Etiquette requirements for welcoming foreign guests;Arrangement of protocol order;Matters need attention for flag flying;10情境十：儀式活動(dòng) 禮儀Scenario X :Ritual activitiesetiquette1）能掌握外事宴請的準(zhǔn)備

20、工 作和任務(wù)的安排2）能夠根據(jù)會見、會談要求 進(jìn)行現(xiàn)場布置、位置安排和 服務(wù)3）能夠進(jìn)行簽約儀式現(xiàn)場的 布置和服務(wù)要求4）掌握授勛儀式的要求Able to master the preparation and task arrangement of foreign affairs banquet;Ability to arrange, locate and serve on site according to site layouts and meeting requirements；Layout and service requirements for the signing ceremon

21、y site；1）外事宴請的基本形式及準(zhǔn)備工作和任 務(wù)2）會見會談及場所的布置要求3）簽字儀式和授勛儀式的禮儀要求Basic requirements and preparation tasks on foreign affairs banquet；Requirements for the layout of meeting places；Etiquette requirements for signing and awarding ceremonies.4. Master the requirements of medal-conferring ceremony.11情景十一：前廳服 務(wù)禮儀

22、Scenario XI: Situational Etiquette of Front Office Service1）掌握門廳服務(wù)禮儀迎送客 人、問好、引路、進(jìn)出電梯、 行禮送房的禮儀2）掌握禮賓開門護(hù)頂禮儀3）掌握總臺的接待、收銀、 問詢語言使用規(guī)范、手勢、 表情、物品遞接禮儀4）掌握總機(jī) 服務(wù)禮儀、 崗位 禮儀5）掌握商務(wù)中心接待語言使 用規(guī)范、手勢、表情、物品 遞接禮儀6）掌握投訴處理的談話禮儀 1. Grasp the etiquette of hall service on welcoming guests;Master the etiquette of concierge ope

23、ning door and guarding roof;Master the etiquette at the reception desk; check-out counter; etiquettes on questioning language, gestures, expressions, items delivery；Master telephone service etiquette and post telephone etiquette;Master the standard of reception language in business center; also the

24、etiquette of hand gestures, expressions, delivery, etc.Grasp the conversational etiquette in handling complaints.1）熟悉禮賓服務(wù)的崗位職責(zé)。2）熟悉前臺服務(wù)的崗位職責(zé)。3）熟悉總機(jī)服務(wù)崗位職責(zé)。4）熟悉商務(wù)中心的崗位職責(zé)5）熟悉大堂副理的崗位職責(zé)Familiar with the duties of concierge service.Be familiar with the post responsibilities of front desk service.Be famili

25、ar with the responsibilities of the switchboard service position.Familiar with the position responsibilities of the business center.Familiar with the duties of assistant manager in the lobby.1312情境十一：餐飲服 務(wù)禮儀Scenario XII: Situational etiquette of catering service1)掌握餐飲服務(wù)人員的儀容 儀表儀態(tài)要求2)能夠?yàn)榭腿颂峁┪⑿Ψ?wù) 3)能夠

26、結(jié)合崗位工作正確為 客人行禮4)迎賓、點(diǎn)菜、侍餐、結(jié)賬、 送客服務(wù)員能夠在不同的情 境下為客人提供禮儀操作服 務(wù)5)迎賓、點(diǎn)菜、菜肴、酒水、 結(jié)賬、送客服務(wù)員過程中正 確使用敬語6)掌握迎送賓客的禮儀規(guī)范 要求Master the grooming requirements of catering service personnel.Can provide service with a smile for guests.Be able to properly salute guests according to the position.Waiters and waitresses can p

27、rovide a customer service under different situations with etiquette, such as greeting guests, ordering food, serving meals, paying bills and seeing off guests.Correct use of honorific language in the process of greeting, ordering, dishes, drinks, check-out and seeing off guests;Master the etiquette

28、requirements for welcoming and seeing off guests.1） 了解餐飲服務(wù)業(yè)務(wù)知識2）熟悉餐飲服務(wù)迎賓、點(diǎn)菜、侍餐服務(wù) 的崗位職責(zé)3）熟悉中、西餐宴會的餐桌擺設(shè)和席位 安排的禮儀規(guī)那么4）掌握中、西迎賓、點(diǎn)菜、侍餐、結(jié)賬、 送客服務(wù)的禮儀規(guī)范13情境十三：客房服 務(wù)禮儀Scenario XIII: Situational etiquette of room service1）掌握客房服務(wù)人員的儀容 儀表儀態(tài)要求2）掌握正確使用 禮儀提 供優(yōu)質(zhì)服務(wù)3）正確掌握進(jìn)入客房的禮儀 規(guī)范4）正確掌握樓層遇到客人行1）了解客房業(yè)務(wù)知識2）熟悉客房樓層服務(wù)、房務(wù)中心

29、服務(wù)員 崗位的職責(zé)3）掌握向客人行禮、進(jìn)入客房、送房服 務(wù)的禮儀規(guī)范4）掌握房務(wù)中心 接聽、叫醒服務(wù)的 禮儀規(guī)范1415禮的方式5)正確掌握送房、洗衣服務(wù) 禮儀6)掌握學(xué)生進(jìn)入住客房整理 清潔的禮節(jié)規(guī)范Master the grooming and appearance requirements of room service staff.Master the correct use of telephone etiquette to provide quality serviceCorrectly master the etiquette norms for entering the gue

30、st roomCorrectly master the way of greeting meet guests on the storeyMaster the etiquette of room delivery and laundry serviceMaster the etiquette and norms for students to tidy and clean the guest roomsUnderstanding housekeeping business knowledgeFamiliar with PC service and responsibilities of hou

31、sekeeping service 3)Master the etiquette norms for saluting guests, entering the guest room and room delivery service4) Master the etiquette of telephone answering and wake-up service in the room service center14情境十四：會議服 務(wù)禮儀Scenario XIV: Situational Etiquette of Conference Services1）掌握會議服務(wù)人員儀容儀 表儀態(tài)規(guī)

32、范標(biāo)準(zhǔn)2）掌握會議短息編輯禮儀、 接站服務(wù)、會議簽到服務(wù)禮 儀3）能夠根據(jù)會議要求合理布 置會場場景和安排席位。4）能夠熟悉會議引領(lǐng)禮儀5）正確掌握會議服務(wù)過程中 的禮儀規(guī)范6）正確掌握頒獎(jiǎng)典禮的禮儀 服務(wù)規(guī)范7）掌握引導(dǎo)退場禮儀規(guī)范Master the standard of meeting service personnefs grooming and appearance.Master the meetings short message editing etiquette, pick-up service, and meeting check-in etiquette.Can reas

33、onably arrange the scene and seats according to1)熟悉會議接待服務(wù)的業(yè)務(wù)知識2)熟悉會議接待服務(wù)的特點(diǎn)3)掌握會議服務(wù)的基本原那么Familiar with the business knowledge of conference reception serviceBe familiar with the characteristics of conference reception service3)Master the basic principles of conference servicethe requirements of the

34、meeting.4)Be familiar with meeting etiquetteMaster the etiquette norms in the process of meeting service.Master the etiquette and service standards of award ceremony correctly.Master the guidance and walk-off etiquette standard三、課程實(shí)施建議Suggestions on curriculum implementation(一)課程組織形式(I)The Form of C

35、ourse Organization.注意生源特點(diǎn)，延伸學(xué)生的參與深度，充分發(fā)揮學(xué)生學(xué)習(xí)主體作用Pay attention to the characteristics of students, extend the depth of students* participation, and give full play to the role of students as the main body of learning.課程內(nèi)容的教學(xué)注意高職生源結(jié)構(gòu)特點(diǎn)，發(fā)揮學(xué)生主體作用，以“從實(shí)踐到理論再到實(shí)踐”的模 式安排課程內(nèi)容順序。通過工程式課程內(nèi)容體系與工程式教學(xué)法，提高學(xué)生學(xué)習(xí)的興趣，讓他們

36、“有 意義地”掌握這些知識，有效培養(yǎng)學(xué)生的能力。The teaching of the course content pays attention to the characteristics of the source structure of higher vocational students, gives full play to the main role of students, and arranges the course content sequence in the mode of from practice to theory to practice*1. Through

37、 project-based curriculum content system and project-based teaching method, students1 interest in learning is enhanced, so that they can meaningfully” grasp this knowledge and train students* ability effectively.改革傳統(tǒng)的教學(xué)方法學(xué)生被動(dòng)學(xué)習(xí)的弊病，充分調(diào)動(dòng)學(xué)生的學(xué)習(xí)興趣和參與意識，提高學(xué)生職 業(yè)能力。有利于充分發(fā)揮學(xué)生學(xué)習(xí)主體的作用，培養(yǎng)學(xué)生的自學(xué)能力、觀察能力、動(dòng)手能力、研究 和分

38、析問題的能力、協(xié)作和互助能力、交際和交流能力、生活和生存的能力。在教學(xué)進(jìn)行過程當(dāng)中， 學(xué)生必須自己獨(dú)立制定工程完成計(jì)劃、還必須自我評價(jià)工程完成情況，這可以培養(yǎng)學(xué)生工作的獨(dú)立 性和主動(dòng)性。將酒店企業(yè)相關(guān)組織引入本課程的教學(xué)過程中來，充分發(fā)揮學(xué)生學(xué)習(xí)主體的作用，突16出禮儀職業(yè)能力的訓(xùn)練以及與工作和生活實(shí)踐的結(jié)合，有效提高學(xué)生的學(xué)習(xí)興趣和參與意識。Reform traditional teaching method in which passive study is the malady, arouse the students study interest and the participati

39、on consciousness fully, and enhance the student occupation ability. It is conducive to give full play to the role of students as learning subjects, and cultivate their self-study ability, observation ability, hands-on ability, research and analysis ability, collaboration and mutual assistance abilit

40、y, communication and communication ability, life and survival ability. In the process of teaching, students must independently make project completion plans and evaluate the project completion status, which can cultivate students1 independence and initiative in work. Introduce relevant organizations

41、 of hotel enterprises into the teaching process of this course, give full play to the role of students* learning subject, highlight the training of etiquette vocational ability and the combination of work and life practice, and improve students* learning interest and participation consciousness effe

42、ctively.教法與學(xué)法改革，探索以工程導(dǎo)向?yàn)橹髦嫉摹皬膶?shí)踐到理論再到實(shí)踐”教學(xué)模式Reform of teaching and learning, exploration of project-oriented from practice to theory to practice1 teaching mode.教法上以不同情境的教學(xué)為主，靈活運(yùn)用操作示范、圖片資料、視頻教學(xué)、模擬訓(xùn)練、案例分 析、課業(yè)討論等多種教學(xué)方法開展本課題教學(xué)改革。根據(jù)課程性質(zhì)、教學(xué)內(nèi)容和學(xué)生的特點(diǎn)，創(chuàng)造 性地進(jìn)行教學(xué)設(shè)計(jì)，恰當(dāng)?shù)剡\(yùn)用必要的現(xiàn)代教育技術(shù)和信息資源，尋求適當(dāng)?shù)慕虒W(xué)方式、方法來組 織實(shí)施研究性課堂教學(xué)，

43、努力提高教學(xué)質(zhì)量。The teaching method is mainly based on different situations, flexibly using operation demonstration, picture materials, video teaching, simulation training, case analysis, class discussion and other teaching methods to carry out the teaching reform of this subject. According to the nature o

44、f the course, the content of the teaching and the characteristics of the students, the creative teaching design, the appropriate use of necessary modern educational technology and information resources, the search for appropriate teaching methods to organize the implementation of research-based clas

45、sroom teaching, and strive to improve the quality of teaching.學(xué)習(xí)引導(dǎo)上，以工程學(xué)習(xí)法的形式把學(xué)生融入有意義的任務(wù)完成的過程中，讓他親自經(jīng)歷中獲 得經(jīng)驗(yàn)和學(xué)習(xí)，使學(xué)生積極地學(xué)習(xí)、自主地進(jìn)行知識的建構(gòu)，以現(xiàn)實(shí)的學(xué)生生成的知識和培養(yǎng)起來 的能力為最高成就目標(biāo)。通過激發(fā)學(xué)生學(xué)習(xí)興趣培養(yǎng)學(xué)生能力，能力提高反過來會激起更高的學(xué)習(xí)17興趣。In terms of learning guidance, students should be integrated into the process of completing meaningful t

46、asks in the form of project learning method, so that they can gain experience and learn from their own experience, actively learn and independently construct knowledge, and take the knowledge generated by realistic and the ability cultivated as the highest achievement goal. In turn, elevated ability

47、 will arouse students, interest in learning.(二)教材編寫Compilation of textbooks建立以四大任務(wù)為中心、以情境單元為主要結(jié)構(gòu)形式的教材體系，吸納和更新知識點(diǎn)和技能點(diǎn)， 編寫合適的教材與實(shí)操實(shí)訓(xùn)指導(dǎo)任務(wù)單。打破以紙質(zhì)為主的單一的、平面的、靜態(tài)的教材呈現(xiàn)形式, 變?yōu)榱Ⅲw化、動(dòng)靜結(jié)合、多種介質(zhì)組合的形式。加強(qiáng)教材建設(shè)，注重教材內(nèi)容的前瞻性、實(shí)踐性和 系統(tǒng)性，正積極組織編寫高質(zhì)量的酒店服務(wù)禮儀教材，注重教材建設(shè)的系統(tǒng)配套和不斷更新。 所編寫的教材，結(jié)構(gòu)更合理，體系更完整，教學(xué)內(nèi)容更具系統(tǒng)性、新穎性和可操作性，滿足酒店管理 專業(yè)人才培養(yǎng)

48、目標(biāo)的教學(xué)要求，充分反映最新的科研動(dòng)態(tài)和酒店企業(yè)實(shí)踐新成果，有效地幫助教師 授課和學(xué)生再學(xué)習(xí)，對知識的理解和掌握更有幫助。The textbook system with four tasks as the center and situational units as the main structure should be established to absorb and update knowledge points and skill points and compile appropriate textbooks and practical training instruction

49、 task lists. It breaks the single, flat and static teaching material presentation form, which is dominated by paper, and becomes the form of three-dimensional, dynamic and static combination and various media combination. Strengthen the construction of teaching materials, pay attention to the forwar

50、d-looking, practical and systematic content of teaching materials, organize the compilation of high-quality nhotel service etiquette1 teaching materials, pay attention to the construction of teaching materials and constantly updated system. The compilation of textbooks is more reasonable in structur

51、e, more complete in system, more systematic, innovative and operable in teaching content. They meet the teaching requirements of the training objectives of hotel management professionals, fully reflect the latest scientific research trends and new achievements of hotel enterprises practice, effectiv

52、ely help teachers teach and students learn again, and are more helpful for understanding and mastering knowledge.(三)教學(xué)方法Teaching method18本課程在教學(xué)過程中，要突出學(xué)生的主體地位和教師的引導(dǎo)作用，努力倡導(dǎo)啟發(fā)式、探究式、 開放式教學(xué)。要從學(xué)生的認(rèn)知和能力結(jié)構(gòu)特點(diǎn)出發(fā)，創(chuàng)設(shè)有助于學(xué)生自主學(xué)習(xí)的問題情境，引導(dǎo)學(xué) 生積極思考、探索、參與、交流，激發(fā)學(xué)生的學(xué)習(xí)潛能，鼓勵(lì)學(xué)生大膽創(chuàng)新與實(shí)踐，促進(jìn)學(xué)生在教 師指導(dǎo)下主動(dòng)地、富有個(gè)性地學(xué)習(xí)。在課堂授課和實(shí)踐教學(xué)中可以靈活運(yùn)用

53、以下教學(xué)方法：This course is in the process of teaching, this course should highlight the subject status of students and the guiding role of teachers, and strive to advocate heuristic, inquiring and open teaching. We should start from the characteristics of students cognition and ability structure, create

54、problem situations that help students to learn independently, guide students to think actively, explore, participate and communicate, stimulate students learning potential, encourage students to be bold in innovation and practice, and promote students to learn actively and personally under the guida

55、nce of teachers. The following teaching methods can be flexibly used in classroom teaching and practical teaching:.探究式教學(xué)法Inquiry teaching method該方法旨在激發(fā)學(xué)生主動(dòng)觀察、思考、閱讀、動(dòng)手的學(xué)習(xí)興趣，進(jìn)而分析、總結(jié)客觀規(guī)律，既 牢固掌握所學(xué)知識，又培養(yǎng)學(xué)生獨(dú)立分析和解決問題的能力。該方法可用于本課程的理論教學(xué)中， 由教師事先提出先導(dǎo)問題，引導(dǎo)學(xué)生課后觀察、現(xiàn)場印證或查閱資料，然后進(jìn)行課堂討論、分析得 出答案。該教學(xué)方法使學(xué)生成為教學(xué)活動(dòng)的主體，形成了學(xué)

56、生自主學(xué)習(xí)、研究性學(xué)習(xí)和開放性學(xué)習(xí) 的氣氛。This method aims to stimulate the learning interest of students in active observation, thinking, reading and practice, and then analyze and summarize the objective laws. The students not only firmly grasp the knowledge learned, but also cultivates the ability to analyze and sol

57、ve problems independently. This method can be used in the theoretical teaching of this course, where the teacher raises the leading questions in advance, guides the students to observe, verify on the spot or consult materials after class, and then carries out classroom discussion and analysis to get

58、 the answers. This teaching method makes students become the main body of teaching activities and forms the atmosphere of students independent learning, research-based learning and open learning.案例教學(xué)法IL Case teaching method在課堂授課時(shí)，通過典型飯店崗位的案例教學(xué)（如處理投訴實(shí)例、通聯(lián)禮儀實(shí)例、飯店服務(wù)要 點(diǎn)等）為學(xué)生提供一種借鑒和引伸的范例，即豐富了教學(xué)內(nèi)容，加深了學(xué)生對所

59、學(xué)知識的理解，同 時(shí)也豐富了學(xué)生的感性認(rèn)識，激發(fā)了學(xué)生的學(xué)習(xí)興趣，增強(qiáng)了學(xué)生的經(jīng)驗(yàn)積累。19 high-skilled talents, through the perspective of social, professional, integration of teaching content, shape students, professional image, cultivate their interpersonal etiquette, international concierge and students* professional quality.課程內(nèi)容與職業(yè)養(yǎng)成訓(xùn)練緊密

60、結(jié)合，教學(xué)更加具有針對性The course content is closely combined with vocational training, and the teaching is more targeted.課程內(nèi)容強(qiáng)調(diào)職業(yè)能力和職業(yè)素養(yǎng)，課程設(shè)計(jì)重在幫助學(xué)生提高個(gè)人職業(yè)形象，增強(qiáng)人際交往 能力，培養(yǎng)良好的職業(yè)氣質(zhì)，從而為學(xué)生的職業(yè)生涯開展奠定良好職業(yè)基礎(chǔ)。本課程在新生入學(xué)第 一學(xué)期開展教學(xué)，教學(xué)過程中要求學(xué)生老師著職業(yè)裝進(jìn)課堂，學(xué)期末組織學(xué)生開展禮儀展演活動(dòng)， 在學(xué)校還可以通過組織學(xué)生參加禮儀服務(wù)工程、校園職業(yè)文化氣氛營造等多元途徑，使禮儀知識得 以實(shí)踐。最后通過學(xué)生到企業(yè)的頂