金陵連鎖酒店禮貌服務(wù)英語

金陵蘇源大酒店

新員工入職培訓(xùn)

1金陵連鎖酒店禮貌服務(wù)英語

COURTESYHOTELENGLISH

2Wordswhichare“musts”inEnglish:

Please;Thankyou;Excuseme;Pardon;Sosorry.

e.g.“Excuseme,sir.MayIknowyourname,please?”

“Mr.Smith,Thankyouverymuch”

“I’msosorrytohavebotheredyou.”3Addressingindividuals:

Ifyoudonotknowtheguest’sname,addresshim/heras:“sir”or“madam”

e.g.“Yes,sir.”

“Goodnight,madam.”“MayIhelpyou,sir?”

4Addressingagroupofguests:

“Gentlemen”“Ladies”“Ladies&gentlemen”

5Everyguestlovestohearyourememberhisname:

Ifyouarenotsureyouhavetherightname,say:“It’sMr…..,isn’tit?”Ifyoudonotknowaguest’sname,say:“MayIknowyourname,sir/madam?”Ifyouneedthefullname,add:

“Andyourinitials,please?”“Andyourfirstname,please?”6Everyguestlovestohearyourememberhisname:Neversay:“Yourwife”(or“husband”).Usethesurname,say:“Mrs.”or“Mr.”Ifyouarenotsuretheyaremarried,say:“Theladywithyou.”or“Thegentlemanwithyou.”7Greetings:

Accordingtothetimeofday,say:“Goodmorning,sir/madam.”“Goodafternoon,sir/madam.”“Goodevening,sir/madam.”

Add:

“MayIbeofyourservice,madam?”“MayIbeofyourservice,sir?”8Greetings:Followwith:“Welcomebackto***hotel,sir/madam.”“Welcometo**hotel,sir/madam.”“It’snicetoseeyouagain,sir/madam.”Fornewarrivals:“Didyouhaveanicetrip,sir/madam?”Add:“Haveapleasantstayin***hotel,sir/madam.”“Ihopeyouenjoyyourstaywithus,sir/madam.”9Exchangeofgreetings:

“Howareyoutoday/thismorning,Mr.?”Ifheanswers,“Fine,thankyou.”,say:

“I’mgladtohearthat.”Ifheanswerssomethingnotverypositiveabouthimself,say:“I’msorrytohearthat,Ihopeyouarebetternow.”“I’msorrytohearthat,takeiteasytoday.”“I’msorrytohearthat,pleasetakecare.”10Exchangeofgreetings:Ifaguestsneezeswhiletalkingtoyou,say:“Blessyou.”Ifaguesthurtshimself,say:“Ihopeyoudidnothurtyourself.”“Areyouallright,sir/madam?””11Exchangeofgreetings:Iftheguestgreetsyoufirstwith“Howareyou?””,say:“Verywell,thankyou.(Andyou?)Ifyouhaveanaccident,andtheguestseesit,theguestaskyou:““Areyouallright?”or““Haveyouhurtyourself?”,say:“I’mallright,thankyou.”12Onleaving,say:“Haveaniceday.”“Haveapleasantevening.”“Haveagoodweekend.””Ifaguestwishesyoufirstbysaying“Haveagoodday.”Thankhimandreply:“Thankyou,youtoo.Mr..”“Thesametoyou,sir/madam.”13Answeringaguest’scall:Say:“Yes,Mr..MayIhelpyou?”Ifyoucan’tattendtotheclientimmediately,saywithasmile:“I’llbewithyouinamoment,sir.”“Itwon’tbetoolong,sir.””“It’’sonlybeafewmoments.”“I’mservingthisgentlemanatthemoment.I’llberightback.”14Answeringaguest’scall:Neversay:“Waitaminute.””Say:“Justamoment,please.””“Wouldyoupleasewaitamoment?”Ifyouarestillnotabletoservehim/her,say:“Sorrytokeepyouwaiting,sir/madam.”Whenreturningtotheguest,say:“Thankyouforwaiting.”15Introducingyourself:“Mynameis.Ifthereisanythingwecandoforyou,justletusknow.”16Whenguestsaskforsomething:Saycheerfully:“Certainly,sir,ifyoucanexcuseme,I’llgoandgetitforyounow.”“yes,sir.”“Certainly,madam.I’llhappytodoit.””“Hereisyour,Mr.17Whenguestsaskforsomething:Ifyouhavetoleavetheguesttogetwhattheywant,say:“Justamoment,please,sir.I’’llgoandgetitrightaway.”Whenyoureturn,say:“I’msorrytohavekeptyouwaiting.””“Hereyouare.”18Whenguestsaskforsomethingthatyoucan’’tprovide,say:“I’mverysorrywehaverunoutof….”“I’msorrysir,I’mafraidwearefullybooked.Perhapsyouwouldlikemetobookyouaroominanotherhotel.”“Sorrysir,I’mafraidwedon’thaveanysinglerooms.Howaboutadoubleroom?”19Whenguestsaskforsomethingthatyouarenotsureyoucanprovideanswerhonestly:“Ifyouwaitamoment,sir/madam,I’lltrytofindout.”“I’msorry,madam,I’mafraidI’mnotsure,butI’llasksomeoneforyou.”O(jiān)nreturningwithapositiveanswer,say:“Thankyouforwaiting.Wedohave……available.”20Whengueststhankyou:Alwaysreplywithasmile,usingoneofthefollowing:“It’’smypleasure.””“Mypleasure.I’’mhappyeverythingwassatisfactory.”“You’remostwelcome.””“Gladtobeofservice.Pleasefeelfreetocontactusanytime.””“Thankyou.”21Whenguestsapologizebysaying,““Sorry””,say:“That’sallright.””“Itdoesn’’tmatter.”22GivingwaytoguestRememberalwaystoletguestsgofirst:“Afteryou,madam/sir.”Whenguestspassyouandsay:“Excuseme””,Youreplyis:“Certainly,Sir,afteryou.””23GivingwaytoguestIfyouhavetopassinfrontofaguest,say:“Excuseme,please.”“MayIcomethrough,please?”Ifyousneeze,coughaccidentallywhileserving,say:“Excuseme””or““Pardonme””.24Whenaguestasksifhemaytakesomething“Certainly,pleasehelpyourself,sir/madam.”“Certainly,sir/madam.”Ifyouseeaguestneedshelpwithachairorparcel,say:“MayIhelpyouwiththat,madam?”“Letmehelpyouwithit,sir.””25Whenguestsaskforsomethingandyoucan’tobligeYoushouldsay:“I’mafraidsuchinformationisconfidential.””“Iregret,wecan’tguarantee,butwe’lldoourbest.”“Unfortunately,dogsarenotallowedhere.”26Whenaguestgivesyousomething:Sometimesguests,outofpoliteness,offeryouadrink;somesweetstheyareeating;orasouvenir,etc.Replygraciously:“That’’sverykindofyou.Butno,thankyou.”Ifitissomethingyoucanaccept,say:“That’’sverykindofyou.Thankyouverymuch.”27Tosay“YES”“Yes,madam/sir.”“YesIwill,sir.”(Ifyouareaskedtoremembersomething)“I’llseetoitrightaway;madam.”“Yes,certainly,justleaveit(everything)tous,sir.””“Certainly,Mr.We’rehappytodoit.”“Verygood,sir.We’dbegladtohelp.”“Certainly,sir.”“That’’scorrect.”28Tosay“NO””toaguest’srequest:Say:“Thatwon’tbenecessary,thankyou.”“I’msorry,there’snodiscount.”“Iregretthatwecan’tofferyou.”“Notreally.It’’sgoodvaluefortheprice.”Add:“MayIbeofanyfurtherassistance,sir?”29Breakingawayfromconversationwithguests:Say:“Excuseme.Aguestiswaitingforme.”“I’msorry,sir.Imustgo.Nicetalkingwithyou.””“Willyouexcuseme,please?”Add:“Haveapleasant(good/nice)day,madam&sir.”“Goodday,Mr.…….”30Ifaguestexplainssomething:Maintaineyecontact,nod,andsay:“Isee.”“Yes,Isee.”“Oh,Isee.”31Ifaguestexplainssomething:Ifyouagree,youcansay:“That’’strue.”“Yes,exactly.”“Iagree.”Ifyouaresurprisedatwhatyouhear,youcansay:“Really?How/veryinteresting.”“Isthatso?32Whenaguestisembarrassedbecauseheisslowandclumsy(orhandicapped):Say:“Pleasetakeyourtime,sir/madam.There’’snohurry.”“Don’tworry,sir/madam.We’llseetoit.”(We’llcleanitup.Etc.)33Whenyoubreakintotheguests’’conversation:“Excuseme,sir,mayIhaveyourmembershipcard(creditcard/roomnumber),please?”“Excusemeforinterrupting.”“MayItakeupafewmomentsofyourtime?”“Mayspeaktoyouforamomentsir/madam?”Afterwards,say:“Sorrytohavebotheredyou,madam.”34Whenagustasksyoutohurryup.Say:“Thankyouforwaiting.I’llseetoitrightaway.”35Guestsdemandingservice:Youcanonlyserveonepersonatatime,sosaypleasantly(Smiling):“MayIaskwho’snext,please?”“I’llbewithyouinamoment,sir/madam.”(totheguestwhoisstillwaiting)Iftheguestbreaksaqueuetodemandservice,say:“I’msorry,Imusttakeeachguestbyturn,sir/madam.I’’llbewithyouassoon36Onpickingupatelephoneforanincomingcall:Answerwithasmileinyourvoice:“Goodmorning/afternoon/evening,Reservation(departmentetc.)MayIhelpyou?”Ifaguestwantsanoutsideline,say:“Pleasedial0first,sir.”37Handlingmistakes:Say:“I’“I’msorry,sir/madam.I’lllookintothematteratonce.”“Thankyouforwaiting.”38Say:“Thankyoufortellingus,madam.Itwon’’thappenagain,Pleaseacceptourapologies.Iwillletthepersoninchargeknow.”39Whenyoudon’’tunderstand:Say:“I’msorrywouldyoupleaserepeatit?”“I’msorry,Idon’tquiteunderstand.ShouldIgetthemanager?”“Ibegyourpardon,sir/madam.”Iftheguestdoesn'tunderstandyou,say:“MayIshowyou,please?””40Whenaskingtheguesttodosomething:Neversay:“Gotothenextcounter.””Say:“Wouldyoupleasegotothenextcounter?”Starttherequestwith:“Wouldyouplease….?”“MayI…?”41Whentheguesthandsyouwhatyourequested:E.g.Cheque;card,key,etc.,say:“Thankyou,sir/madam.”42Acceptingcompliments:Say:“Thankyou.”Ifaguestpraisesyourhotel,say:“I’mgladtohearthat.”“Thankyouforyourcompliment.”43Good-byes:“Thankyouforstayingwithus.”“Thankyouforcoming.Pleasecomeagain.”“Good-bye,madam&sir.”Ifaguestisleavinghotel(afterastay),say:“Ihopeyouenjoyedyourstaywithus,madam&sir.Good-bye.”“Haveapleasantjourneyhome.Mr.&Mrs.””“Haveanicetriphome,wealllookforwardtoseeingyousoon.”44Givingdirections:“Itwill“Gouptheroadtoyourlefttillyoucometothejunction.”“Goalongthisstreetandcrossatthetrafficlights.”“Whenyoucometothejunction,bearleftandtakethesecondturningontheright.”“Gostraightahead.”45Givingdirections:“Turnleft/rightatthefirstcorner.”“Gouptheescalator.”“Godowntothelobby.”“Pleasetaketheliftto3rdfloor.”“Pleasetaketheescalatorto2ndfloor.”46此項(xiàng)項(xiàng)培培訓(xùn)訓(xùn)結(jié)結(jié)束束謝謝謝謝大大家家!479、靜夜四無無鄰，荒居居舊業(yè)貧。。。12月-2212月-22Saturday,December31,202210、雨中黃黃葉樹，，燈下白白頭人。。。16:01:5616:01:5616:0112/31/20224:01:56PM11、以我我獨(dú)沈沈久，，愧君君相見見頻。。。12月月-2216:01:5616:01Dec-2231-Dec-2212、故故人人江江海海別別，，幾幾度度隔隔山山川川。。。。16:01:5616:01:5616:01Saturday,December31,202213、乍見見翻疑疑夢(mèng)，，相悲悲各問問年。。。12月月-2212月月-2216:01:5616:01:56December31,202214、他他鄉(xiāng)鄉(xiāng)生生白白發(fā)發(fā)，，舊舊國(guó)國(guó)見見青青山山。。。。31十十二二月月20224:01:56下下午午16:01:5612月月-2215、比不不了得得就不不比，，得不不到的的就不不要。。。。十二月月224:01下下午午12月月-2216:01December31,202216、行動(dòng)出出成果，，工作出出財(cái)富。。。2022/12/3116:01:5616:01:5631December202217、做前，，能夠環(huán)環(huán)視四周周；做時(shí)時(shí)，你只只能或者者最好沿沿著以腳腳為起點(diǎn)點(diǎn)的射線線向前。。。4:01:56下午午4:01下午午16:01:5612月-229、沒有失敗敗，只有暫暫時(shí)停止成成功！。12月-2212月-22Saturday,December31,202210、很多事情情努力了未未必有結(jié)果果，但是不不努力卻什什么改變也也沒有。。。16:01:5616:01:5616:0112/31/20224:01:56PM11、成功功就是是日復(fù)復(fù)一日日那一一點(diǎn)點(diǎn)點(diǎn)小小小努力力的積積累。。。12月月-2216:01:5616:01Dec-2231-Dec-2212、世世間間成成事事，，不不求求其其絕絕對(duì)對(duì)圓圓滿滿，，留留一一份份不不足足，，可可得得無無限限完完美美。。。。16:01:5616:01:5616:01Saturday,December31,202213、不知香積寺寺，數(shù)里入云云峰。。12月-2212月-2216:01:5616:01:56December31,202214、意意志志堅(jiān)堅(jiān)強(qiáng)強(qiáng)的的人人能能把把世世界界放放在在手手中中像像泥泥塊塊一一樣樣任任意意揉揉捏捏。。31十十二二月月20224:01:56下下午午16:01:5612月月-2215、楚塞塞三湘湘接，，荊門門九派派通。。