職業教育國際郵輪乘務管理專業教學資源庫《郵輪運營服務職業技能證培訓（初）》（任務項目-餐廳服務）學校：大連澤軟信息技術有限公司授課老師：羅琳儀容儀態AppearanceandManner專業和整潔的外觀形象Professionalandhygienicappearance你給人留下的外觀形象和第一印象反映出了餐飲企業的衛生標準和對客服務的服務質量。所有員工要記住下列幾項條款，并且作為個人工作守則，確保能夠運用到實際工作中。Howyoulookandthefirstimpressionsyoucreateareseenasareflectionofthehygienestandardsofyourestablishmentandthequalityofservicetocome.Allstaffshouldbeawareofthefactorslistedbelowanditistheirindividualresponsibilitytoensurethattheyareputintopractice.員工的身體要保持潔凈，可以使用香體產品（但氣味不要太過濃郁）。Staffshouldbecleanandshouldusedeodorants(butnotstrongsmellingones).使用的潤膚露和香水氣味不能太濃（可能會影響到給顧客上菜時菜肴的味道）。Aftershaveandperfumesshouldnotbetoostrong(asthismayhaveadetrimentaleffectonthecustomer’spalate).要有充足的睡眠，攝取有益健康而適當的飲食。經常鍛煉身體是健康的保證，能夠讓自己以充沛的體能面對緊張的工作壓力。Sufficientsleep,anadequateandhealthyintakeoffoodandregularexerciseisessentialforgoodhealthandtheabilitytocopewiththepressuresandstressofwork.專業和整潔的外觀形象Professionalandhygienicappearance對自己的雙手更要給予特別關注。無論何時都要保持潔凈，沒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.男服務員胡須要剃干凈，或者將胡須修剪整齊。Menshouldnormallybeclean-shavenorwithanymoustacheorbeardneatlytrimmed.女服務員只化淡妝。如果要涂指甲油，只涂透明無色的。Womenshouldonlywearlightmake-up.Ifnailvarnishiswornthenitshouldbeclear.除了針形耳環和枕形耳環以外不佩戴其他樣式的耳環。Earringsshouldnotbewornwiththepossibleexceptionofstuds/sleepers.專業和整潔的外觀形象Professionalandhygienicappearance工裝要干凈、整潔，合體而筆挺，所有紐扣要齊全。Uniformshouldbeclean,starchedasappropriateandneatlypressed.Allbuttonsmustbepresent.頭發必須干凈并梳理整齊。長發必須扎起或盤起，以避免掉落到食物和飲料里，并避免用手指去反復整理頭發。Hairmustbecleanandwellgroomed.Longhairmustbetieduporbacktoavoidhairsfallingintofoodsanddrinksandtoavoidrepeatedhandlingofthehair.鞋子要舒適而潔凈，樣式要簡單、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.專業和整潔的外觀形象Professionalandhygienicappearance上班之前要刷牙。Teethshouldbebrushedimmediatelybeforecomingonduty.割傷和燒傷處應用防水膠帶包扎好。Cutsandburnsshouldbecoveredwithwaterproofdressings.任何感冒和其他傳染性疾病應立即報告給上級。Anycoldsorotherpossibleinfectionsshouldbereportedimmediately.上洗手間、吸煙或處理完垃圾之后，要立即洗手。洗手時要使用熱水和肥皂。Handsshouldbewashedimmediatelyafterusingthetoilet,smokingordealingwithrefuse.Hotwaterandsoapmustbeused.員工要盡量避免那些不良習慣，例如：用手指梳理頭發，嚼口香糖或者抓耳撓腮。Staffshouldtrytoavoidanymannerismstheymayhave,suchasrunningtheirfingersthroughtheirhair,chewinggumorscratchingtheirface.要遵循餐飲企業的管理規定。不佩戴過多的首飾。Excessivejewelleryshouldnotbeworn.Theestablishmentpolicyshouldbefollowed.站姿Standingposture（1）應自然挺拔，不可僵硬呆板，兩眼平視前方Thestandingpostureshouldbenaturalandupright，notstiff，lookingstraightahead.（2）身體直立，應把重心放在兩腳中間，男員工雙腳自然分開，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）餐飲服務員雙手應自然交叉在前，右手輕握左手的手腕。Therestaurantservicepersonnelshouldcrosshandsnaturally，withtherighthandholdingthelefthand＇swrist.（5）站立時雙手不可抱在胸前、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，行走時步伐要輕穩。Wiggletwoarmsnaturall