五星級(jí)酒店英語(yǔ)培訓(xùn)

Greeting&Farewell

歡迎和歡送ProgrammeOutline

課程內(nèi)容Howtogreetaguest?

向客人打招呼Howtowelcomeaguest?如何歡迎客人Howtofarewell如何道別RelatedDocuments

Howtogreetaguest?

向客人打招呼Ifyoudon’tknowtheguest’sname,howdoyougreet...

不知道客人的名字時(shí)，不同的對(duì)象該如何打招呼？Whodowegreetthesetwoguests?我們?cè)撛趺磳?duì)圖片中這兩位人物打招呼？

FirstName&LastName

名與姓Usesalutationbeforethelastname,ie.Iftheguest’sfullnameisMichaelJackson,wecallhim“MrJackson”.

使用稱謂-稱呼客人的姓而不是名。如客人全名為劉德華，應(yīng)稱“劉先生”而不是“德華先生”。Nevercalltheguest’sfirstnamewithouthis/herpermission.

未經(jīng)客人允許，不可任意稱呼客人的名FirstName&LastName

名與姓ForJapaneseguests,whenthenameisinEnglish,theleadingpartisthefirstname;whenitisinChinese,theleadingpartisthelastname.ie.IftheguestnamesHiroshi(浩)Oya(大矢),Oyaisthelastname,wecallhimMr

Oya

or

Oyasan.

日本客人的名字若是以英文書(shū)寫(xiě)，姓會(huì)排在后面。若是以中文書(shū)寫(xiě)，姓會(huì)排在前面。如客人名字是大矢浩，則英文表達(dá)方式為Hiroshi(浩)

Oya(大矢)。應(yīng)稱呼他Oyasan.Tips

提示Trytouseguestnameatalltimes:showtherespect.

盡量以客人的名字來(lái)稱呼他(她)，以示對(duì)個(gè)別客人的重視Salutationshouldbeusedbeforethelastname.

稱謂應(yīng)與客人的姓一起使用Tips

提示Use“madam”or“sir”,“l(fā)adies”or“gentlemen”whenyoudonotknowtheguestname.

不知道客人姓名時(shí)，稱呼“先生”或“小姐”Whenyouarenotsurewhichisthelastname,ASKnicely;ie:MayIknowwhichisthelastname?

不確定哪一個(gè)是姓時(shí)，禮貌地說(shuō)“請(qǐng)問(wèn)..”Whenyouarenotsurewhethertheladyyouserveismarried,use“Ms.”.UseMissifnotmarried.UseMrs.ifnotmarried.

稱呼已婚女性用Mrs.，未婚女性用Miss，不確定用Ms.對(duì)女客人，不論年齡，都可以用ma’am另外，在招呼客人時(shí)，最好用Excuseme,sir(ma’am),忌以Mr.或Miss相稱．在招呼小客人的時(shí)候，可以只用Excuseme，但不可以用boy或girl.WhenAGuestGreetYouFirst...

當(dāng)客人先向您打招呼時(shí)...G:GoodMorning!S:GoodMorning!G:Howareyoutoday?S:Iamfine,thankyou,Sir/Madam

/(GuestName),andyou?

Don’tSay...

請(qǐng)不要說(shuō)...OK…OKSure…Ofcourse!Yeah…Yeah…Yeah…Showingunderstanding

表示理解...Youmaysay…

您可以說(shuō)...“Isee.”“Iunderstand.Sir/Madam/(GuestName).”“Certainly,Sir/Madam/(GuestName).”Youcanalsouseyourbodylanguage

也可運(yùn)用肢體語(yǔ)言

ie.Noddingtheheadslightly

如：微微點(diǎn)頭

RespondingtoThanks回應(yīng)客人的感謝...Youarewelcome,Sir/Madam.Notatall,Sir/Madam/(GuestName)It’smypleasure.Mypleasure.MagicWords

關(guān)鍵字Please 請(qǐng)...Certainly 好的！Thankyou 謝謝！Youarewelcome 不客氣！Excuseme 不好意思...歡迎WelcometoParkviewhotel.歡迎您來(lái)到明宮觀景軒.WelcometoMingPalace.您光臨xx酒店，我們感到非常榮幸.Itisourpleasuretohaveyouatthexxhotel.祝您住店愉快．Wewishyouapleasantstay.Ihopeyouwillenjoyyourstaywithus.Ihopeyouare

enjoyingyourstaywithus.（客人在飯店逗留期間）Haveagoodtime.祝您過(guò)的愉快．餐廳迎客如餐廳客滿，不得不讓客人用餐時(shí)，應(yīng)先征得雙方客人同意：

Wouldyoumindsharingatable?您愿不愿意與別人共用一張桌子？如因客滿而不得不讓別人等待時(shí)：

Iamafraidallourtablesaretaken.Wouldyoumindwaiting?恐怕我們已經(jīng)客滿，你介意等一會(huì)兒?jiǎn)?？等有了位子，立即引客入座，這時(shí)候應(yīng)該說(shuō)：

Thankyouforwaiting抱歉讓您久等了．指引方向這邊請(qǐng)Thisway,please.請(qǐng)注意腳下Mindyourstep.小心碰頭Mindyourhead.您的房間在二樓．

Yourroomisinthesecondfloor.我?guī)鷧⒂^一下酒店．Iwillshowyouaroundthehotel.我來(lái)給您領(lǐng)位．Iwillshowyoutothetable.請(qǐng)當(dāng)心Pleasebecareful餐桌安排當(dāng)需要客人往旁邊挪一下時(shí)

Excuseme,Wouldyoumindmovingoveralittle?當(dāng)需要客人將椅子拉近桌子時(shí)

Couldyoumoveyourchairclosertothetable,please?當(dāng)需要打擾客人借過(guò)時(shí)

Excuseme,sir,butmayIpass?當(dāng)需要客人為別的客人挪個(gè)位子時(shí)

Anotherguestwishestositatthecounter.Couldyoumovedownoneseat,please?Whenyouneedsometimetohandletheguestrequests...

當(dāng)您需要時(shí)間處理客人的要求時(shí)...

Onemoment,please.

Justamoment,please.

Pleasewaitamoment.當(dāng)客人所點(diǎn)菜品需要時(shí)間較長(zhǎng)時(shí)

Thisdishyouordermaytakesometime,wouldyouliketohaveicetea/lemanadewhilewaiting?客人主動(dòng)給你小費(fèi)時(shí)，你應(yīng)該說(shuō)：Thatisveryniceofyou,thankyou.IsthereanythingIcandoforyou?非常感謝您，您真是太好了．還需要我為您做什么呀？如果在服務(wù)過(guò)程中，遇到自己不能解決的問(wèn)題或需要重新確認(rèn)的問(wèn)題，可以說(shuō)Iwillcheckwithmysupervisor（captain）我得請(qǐng)示主管．Iwillgetmysupervisor.（captain）我去請(qǐng)我的主管．如果客人需要什么物品時(shí)Iwillsendoneuprightaway.我這就送一個(gè)上來(lái)．Iwillsendittoyourroomatonce.Iwillhavesomeonefixthemforyourightaway.Iwillgetthemforyourightaway.我馬上就去幫您拿.Don’tworry,leaveittome.別擔(dān)心，有我呢，包在我身上．歡送在服務(wù)結(jié)束或因?yàn)楣ぷ餍枰入x開(kāi)時(shí)，可以說(shuō)Enjoyyourdinner.（lunch）IfthereisanythingIcandoforyou,

pleasecallme.

don’thesitatetotellme.如果有什么我能效勞的，請(qǐng)給我打電話。請(qǐng)一定要通知我。Iamalwaysatyourservice我將隨時(shí)為您提供服務(wù)Farewell道別

Goodbye!

Seeyouagain,Sir/Madam!

Goodbyeandhaveanicetrip,Sir/Madam!

(中文是：祝您旅途愉快！)當(dāng)客人離開(kāi)酒店(餐廳)時(shí)Ihopeyouhaveenjoyedyourstaywithus.詢問(wèn)客人對(duì)飯菜的滿意度時(shí)

Howisyourmeal?

Howiseverything?

Iseverythingtoyoursatisfaction?您吃得還滿意嗎？

提示客人臨走時(shí)別遺忘東西Pleasedon’tleaveanythingbehind.Iamsorry.Idon‘tunderstand.Iwillget