金陵連鎖酒店禮貌服務(wù)英語大全ppt課件

1、1金陵蘇源大酒店新員工入職培訓(xùn).;2021-03-282 .;2021-03-283 Please; Thank you; Excuse me; Pardon; So sorry. e.g. “Excuse me, sir. May I know your name, please?” “Mr. Smith, Thank you very much” “Im so sorry to have bothered you.”4 If you do not know the guests name, address him/her as: “sir” or “madam” e.g. “Yes, si

2、r.” “Good night, madam.” “May I help you, sir?” 5 “Gentlemen” “Ladies” “Ladies & gentlemen” 6Every guest loves to hear you remember his name: If you are not sure you have the right name, say: “Its Mr., isnt it?” If you do not know a guests name, say: “May I know your name, sir/madam?” If you need th

3、e full name, add: “And your initials, please?” “And your first name, please?”7Every guest loves to hear you remember his name: Never say: “Your wife” ( or “husband”). Use the surname, say: “Mrs. ” or “Mr. ”If you are not sure they are married, say: “The lady with you.” or “The gentleman with you.”8

4、According to the time of day, say: “Good morning, sir/madam.” “Good afternoon, sir/madam.” “Good evening, sir/madam.” Add: “May I be of your service, madam?” “May I be of your service, sir?”9 Follow with: “Welcome back to * hotel, sir/madam.” “Welcome to * hotel, sir/madam.” “Its nice to see you aga

5、in, sir/madam.” For new arrivals: “Did you have a nice trip, sir/madam?” Add: “Have a pleasant stay in * hotel, sir/madam.” “ I hope you enjoy your stay with us, sir/madam.”10 “How are you today/ this morning, Mr. ?” If he answers, “Fine, thank you.”, say: “ Im glad to hear that.” If he answers some

6、thing not very positive about himself, say: “Im sorry to hear that, I hope you are better now.” “Im sorry to hear that, take it easy today.” “Im sorry to hear that, please take care.”11 If a guest sneezes while talking to you, say: “Bless you.” If a guest hurts himself, say: “I hope you did not hurt

7、 yourself.” “Are you all right, sir/madam?”12 If the guest greets you first with “How are you?”, say: “Very well, thank you. (And you?) If you have an accident, and the guest sees it, the guest ask you: “Are you all right?” or “Have you hurt yourself?”, say: “Im all right, thank you.”13 “Have a nice

8、 day.” “Have a pleasant evening.” “Have a good weekend.” If a guest wishes you first by saying “Have a good day.” Thank him and reply: “Thank you, you too. Mr. .” “The same to you, sir/madam.” 14 Say: “Yes, Mr. . May I help you?” If you cant attend to the client immediately, say with a smile: “Ill b

9、e with you in a moment, sir.” “It wont be too long, sir.” “Its only be a few moments.” “Im serving this gentleman at the moment. Ill be right back.”15 Never say: “Wait a minute.” Say: “ Just a moment, please.” “Would you please wait a moment?” If you are still not able to serve him/her, say: “Sorry

10、to keep you waiting, sir/madam.” When returning to the guest, say: “Thank you for waiting.” 16 “My name is . If there is anything we can do for you, just let us know.” 17 Say cheerfully: “Certainly, sir, if you can excuse me, Ill go and get it for you now.” “yes, sir.” “Certainly, madam. Ill happy t

11、o do it.” “Here is your , Mr. 18 If you have to leave the guest to get what they want, say: “Just a moment, please, sir. Ill go and get it right away.” When you return, say: “Im sorry to have kept you waiting.” “Here you are.”19 “Im very sorry we have run out of .” “Im sorry sir, Im afraid we are fu

12、lly booked. Perhaps you would like me to book you a room in another hotel.” “Sorry sir, Im afraid we dont have any single rooms. How about a double room?”20 “If you wait a moment, sir/madam, Ill try to find out.” “Im sorry, madam, Im afraid Im not sure, but Ill ask someone for you.” On returning wit

13、h a positive answer, say: “Thank you for waiting. We do have available.” 21 Always reply with a smile, using one of the following: “Its my pleasure.” “My pleasure. Im happy everything was satisfactory.” “Youre most welcome.” “Glad to be of service. Please feel free to contact us anytime.” “Thank you

14、.”22 “Thats all right.” “It doesnt matter.” 23 Remember always to let guests go first: “After you, madam/sir.” When guests pass you and say:“Excuse me”, You reply is: “Certainly, Sir, after you.”24 If you have to pass in front of a guest, say: “Excuse me, please.” “May I come through, please?” If yo

15、u sneeze, cough accidentally while serving, say: “Excuse me” or “Pardon me”.25 “Certainly, please help yourself, sir/madam.” “Certainly, sir/madam.” If you see a guest needs help with a chair or parcel, say: “May I help you with that, madam?” “Let me help you with it, sir.” 26 You should say: “Im af

16、raid such information is confidential.” “I regret, we cant guarantee, but well do our best.” “Unfortunately, dogs are not allowed here.”27 Sometimes guests, out of politeness, offer you a drink; some sweets they are eating; or a souvenir, etc. Reply graciously: “Thats very kind of you. But no, thank

17、 you.” If it is something you can accept, say: “Thats very kind of you. Thank you very much.”28 “Yes, madam/sir.” “Yes I will, sir.” (If you are asked to remember something) “Ill see to it right away; madam.” “Yes, certainly, just leave it (everything) to us, sir.” “Certainly, Mr. Were happy to do i

18、t.” “Very good, sir. Wed be glad to help.” “Certainly, sir.” “Thats correct.”29 Say: “That wont be necessary, thank you.” “Im sorry, theres no discount.” “I regret that we cant offer you.” “Not really. Its good value for the price.” Add: “May I be of any further assistance, sir?” 30 Say: “Excuse me.

19、 A guest is waiting for me.” “Im sorry, sir. I must go. Nice talking with you.” “Will you excuse me, please?” Add: “Have a pleasant (good/nice) day, madam & sir.” “Good day, Mr. .”31 Maintain eye contact, nod, and say: “I see. ” “Yes, I see.” “Oh, I see.”32 If you agree, you can say: “Thats true.” “

20、Yes, exactly.” “I agree.” If you are surprised at what you hear, you can say: “Really? How/ very interesting.” “ Is that so?33 Say: “Please take your time, sir/madam. Theres no hurry.” “Dont worry, sir/madam. Well see to it.” (Well clean it up. Etc.) 34 “Excuse me, sir, may I have your membership ca

21、rd (credit card/ room number), please?” “Excuse me for interrupting.” “May I take up a few moments of your time?” “May speak to you for a moment sir/ madam?” Afterwards, say: “Sorry to have bothered you, madam.”35 Say:“Thank you for waiting. Ill see to it right away.”36 You can only serve one person

22、 at a time, so say pleasantly (Smiling): “May I ask whos next, please?” “Ill be with you in a moment, sir/madam.” (to the guest who is still waiting) If the guest breaks a queue to demand service, say: “Im sorry, I must take each guest by turn, sir/madam. Ill be with you as soon as possible.”37 Answ

23、er with a smile in your voice: “Good morning /afternoon / evening, Reservation (department etc.) May I help you?” If a guest wants an outside line, say: “Please dial 0 first, sir.”38 Say: “ Im very sorry. There could have been a mistake. I do apologize.” “Im sorry, sir/madam. Ill look into the matte

24、r at once.” “Thank you for waiting.”39 Say: “Thank you for telling us, madam. It wont happen again, Please accept our apologies. I will let the person in charge know.”40 Say: “ Im sorry would you please repeat it?” “Im sorry, I dont quite understand. Should I get the manager?” “I beg your pardon, si

25、r/madam.” If the guest doesnt understand you, say: “May I show you, please?”41 Never say: “Go to the next counter.” Say: “Would you please go to the next counter?” Start the request with: “Would you please . ?” “May I ?”42 E.g. Cheque; card, key, etc., say: “Thank you, sir/madam.”43 Say: “Thank you.” If a guest praises your hotel, say: “Im glad to h