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’llbewithyouassoonaspossible.”36Onpickingupatelephoneforanincomingcall:Answerwithasmileinyourvoice:“Goodmorning/afternoon/evening,Reservation(departmentetc.)MayIhelpyou?””Ifaguestwantsanoutsideline,say:“Pleasedial0first,sir.”37Handlingmistakes:Say:“I’’mverysorry.Therecouldhavebeenamistake.Idoapologize.””“I’msorry,sir/madam.I’’lllookintothematteratonce.””“Thankyouforwaiting.”38Acceptingcomplaints/criticism:Say:“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:“Itwillbeonyourrighthandside.Youwon’tmissit.””“Gouptheroadtoyourlefttillyoucometothejunction.”“Goalongthisstreetandcrossatthetrafficlights.”“Whenyoucometothejunction,bearleftandtakethesecondturningontheright.”“Gostraightahead.”45Givingdirections:“Turnleft/rightatthefirstcorner.”“Gouptheescalator.”“Godowntothelobby.”“Pleasetaketheliftto3rdfloor.”“Pleasetaketheescalatorto2ndfloor.”46此項(xiàng)培訓(xùn)結(jié)束束

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