職業(yè)教育國(guó)際郵輪乘務(wù)管理專業(yè)教學(xué)資源庫(kù)《郵輪運(yùn)營(yíng)服務(wù)職業(yè)技能證培訓(xùn)（初）》（任務(wù)項(xiàng)目-餐廳服務(wù)）學(xué)校：大連澤軟信息技術(shù)有限公司授課老師：羅琳儀容儀態(tài)AppearanceandManner專業(yè)和整潔的外觀形象Professionalandhygienicappearance你給人留下的外觀形象和第一印象反映出了餐飲企業(yè)的衛(wèi)生標(biāo)準(zhǔn)和對(duì)客服務(wù)的服務(wù)質(zhì)量。所有員工要記住下列幾項(xiàng)條款，并且作為個(gè)人工作守則，確保能夠運(yùn)用到實(shí)際工作中。Howyoulookandthefirstimpressionsyoucreateareseenasareflectionofthehygienestandardsofyourestablishmentandthequalityofservicetocome.Allstaffshouldbeawareofthefactorslistedbelowanditistheirindividualresponsibilitytoensurethattheyareputintopractice.員工的身體要保持潔凈，可以使用香體產(chǎn)品（但氣味不要太過(guò)濃郁）。Staffshouldbecleanandshouldusedeodorants(butnotstrongsmellingones).使用的潤(rùn)膚露和香水氣味不能太濃（可能會(huì)影響到給顧客上菜時(shí)菜肴的味道）。Aftershaveandperfumesshouldnotbetoostrong(asthismayhaveadetrimentaleffectonthecustomer’spalate).要有充足的睡眠，攝取有益健康而適當(dāng)?shù)娘嬍?。?jīng)常鍛煉身體是健康的保證，能夠讓自己以充沛的體能面對(duì)緊張的工作壓力。Sufficientsleep,anadequateandhealthyintakeoffoodandregularexerciseisessentialforgoodhealthandtheabilitytocopewiththepressuresandstressofwork.專業(yè)和整潔的外觀形象Professionalandhygienicappearance對(duì)自己的雙手更要給予特別關(guān)注。無(wú)論何時(shí)都要保持潔凈，沒(méi)有抽煙之后留下的尼古丁污跡，指甲保持潔凈、修剪整齊。Particularattentionshouldbepaidtothehands.Theymustalwaysbeclean,freeofnicotinestainsandwithclean,well-trimmednails.男服務(wù)員胡須要剃干凈，或者將胡須修剪整齊。Menshouldnormallybeclean-shavenorwithanymoustacheorbeardneatlytrimmed.女服務(wù)員只化淡妝。如果要涂指甲油，只涂透明無(wú)色的。Womenshouldonlywearlightmake-up.Ifnailvarnishiswornthenitshouldbeclear.除了針形耳環(huán)和枕形耳環(huán)以外不佩戴其他樣式的耳環(huán)。Earringsshouldnotbewornwiththepossibleexceptionofstuds/sleepers.專業(yè)和整潔的外觀形象Professionalandhygienicappearance工裝要干凈、整潔，合體而筆挺，所有紐扣要齊全。Uniformshouldbeclean,starchedasappropriateandneatlypressed.Allbuttonsmustbepresent.頭發(fā)必須干凈并梳理整齊。長(zhǎng)發(fā)必須扎起或盤起，以避免掉落到食物和飲料里，并避免用手指去反復(fù)整理頭發(fā)。Hairmustbecleanandwellgroomed.Longhairmustbetieduporbacktoavoidhairsfallingintofoodsanddrinksandtoavoidrepeatedhandlingofthehair.鞋子要舒適而潔凈，樣式要簡(jiǎn)單、平整。穿著安全、足感舒適的鞋子本身比樣式更加重要。Shoesmustbecomfortableandclean,andofaplain,neatdesign.Fashionisnotasimportanthereassafetyandfootcomfort.專業(yè)和整潔的外觀形象Professionalandhygienicappearance上班之前要刷牙。Teethshouldbebrushedimmediatelybeforecomingonduty.割傷和燒傷處應(yīng)用防水膠帶包扎好。Cutsandburnsshouldbecoveredwithwaterproofdressings.任何感冒和其他傳染性疾病應(yīng)立即報(bào)告給上級(jí)。Anycoldsorotherpossibleinfectionsshouldbereportedimmediately.上洗手間、吸煙或處理完垃圾之后，要立即洗手。洗手時(shí)要使用熱水和肥皂。Handsshouldbewashedimmediatelyafterusingthetoilet,smokingordealingwithrefuse.Hotwaterandsoapmustbeused.員工要盡量避免那些不良習(xí)慣，例如：用手指梳理頭發(fā)，嚼口香糖或者抓耳撓腮。Staffshouldtrytoavoidanymannerismstheymayhave,suchasrunningtheirfingersthroughtheirhair,chewinggumorscratchingtheirface.要遵循餐飲企業(yè)的管理規(guī)定。不佩戴過(guò)多的首飾。Excessivejewelleryshouldnotbeworn.Theestablishmentpolicyshouldbefollowed.站姿Standingposture（1）應(yīng)自然挺拔，不可僵硬呆板，兩眼平視前方Thestandingpostureshouldbenaturalandupright，notstiff，lookingstraightahead.（2）身體直立，應(yīng)把重心放在兩腳中間，男員工雙腳自然分開(kāi)，基本與肩同寬，女員工則雙腳自然并攏。Thebodyshouldbeupright.Malestaff＇sfeetarenaturallyseparatedtokeeptheshoulder-widthapart.Femalestaffclosetheirfeetnaturally.（3）挺胸收腹，兩肩放平。Keepyourshouldersflat，chestslightlyoutandabdomenin.（4）餐飲服務(wù)員雙手應(yīng)自然交叉在前，右手輕握左手的手腕。Therestaurantservicepersonnelshouldcrosshandsnaturally，withtherighthandholdingthelefthand＇swrist.（5）站立時(shí)雙手不可抱在胸前、又腰，雙手不可插在口袋中。Nevercrossyourarmsonyourchestorstandakimbo，andalsodonotputthehandsinyourpockets.走姿Walkingposture（1）行走時(shí)上體要保持正直，身體重心可稍向前傾頭部要端正，雙目平視，肩部放松。Whilewalking，keepyourbodyuprightandleanslightlyforward.Keeptheheadupright，lookstraightaheadandrelaxyourshoulders.（2）兩臂自然擺動(dòng)，行走時(shí)步伐要輕穩(wěn)。Wiggletwoarmsnaturall