某连锁酒店礼貌服务英语培训.ppt

1 金陵苏源大酒店新员工入职培训 更多资料 2 金陵连锁酒店礼貌服务英语COURTESYHOTELENGLISH 3 Wordswhichare musts inEnglish Please Thankyou Excuseme Pardon Sosorry e g Excuseme sir MayIknowyourname please Mr Smith Thankyouverymuch I msosorrytohavebotheredyou 4 Addressingindividuals Ifyoudonotknowtheguest sname addresshim heras sir or madam e g Yes sir Goodnight madam MayIhelpyou sir 5 Addressingagroupofguests Gentlemen Ladies Ladies gentlemen 6 Everyguestlovestohearyourememberhisname Ifyouarenotsureyouhavetherightname say It sMr isn tit Ifyoudonotknowaguest sname say MayIknowyourname sir madam Ifyouneedthefullname add Andyourinitials please Andyourfirstname please 更多资料 Everyguestlovestohearyourememberhisname Neversay Yourwife or husband Usethesurname say Mrs or Mr Ifyouarenotsuretheyaremarried say Theladywithyou or Thegentlemanwithyou 8 Greetings Accordingtothetimeofday say Goodmorning sir madam Goodafternoon sir madam Goodevening sir madam Add MayIbeofyourservice madam MayIbeofyourservice sir 9 Greetings 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 10 Exchangeofgreetings Howareyoutoday thismorning Mr Ifheanswers Fine thankyou say I mgladtohearthat Ifheanswerssomethingnotverypositiveabouthimself say I msorrytohearthat Ihopeyouarebetternow I msorrytohearthat takeiteasytoday I msorrytohearthat pleasetakecare 11 Exchangeofgreetings Ifaguestsneezeswhiletalkingtoyou say Blessyou Ifaguesthurtshimself say Ihopeyoudidnothurtyourself Areyouallright sir madam 12 Exchangeofgreetings Iftheguestgreetsyoufirstwith Howareyou say Verywell thankyou Andyou Ifyouhaveanaccident andtheguestseesit theguestaskyou Areyouallright or Haveyouhurtyourself say I mallright thankyou 13 Onleaving say Haveaniceday Haveapleasantevening Haveagoodweekend Ifaguestwishesyoufirstbysaying Haveagoodday Thankhimandreply Thankyou youtoo Mr Thesametoyou sir madam 14 Answeringaguest scall Say Yes Mr MayIhelpyou Ifyoucan tattendtotheclientimmediately saywithasmile I llbewithyouinamoment sir Itwon tbetoolong sir It sonlybeafewmoments I mservingthisgentlemanatthemoment I llberightback 15 Answeringaguest scall Neversay Waitaminute Say Justamoment please Wouldyoupleasewaitamoment Ifyouarestillnotabletoservehim her say Sorrytokeepyouwaiting sir madam Whenreturningtotheguest say Thankyouforwaiting 16 Introducingyourself Mynameis Ifthereisanythingwecandoforyou justletusknow 17 Whenguestsaskforsomething Saycheerfully Certainly sir ifyoucanexcuseme I llgoandgetitforyounow yes sir Certainly madam I llhappytodoit Hereisyour Mr 18 Whenguestsaskforsomething Ifyouhavetoleavetheguesttogetwhattheywant say Justamoment please sir I llgoandgetitrightaway Whenyoureturn say I msorrytohavekeptyouwaiting Hereyouare 19 Whenguestsaskforsomethingthatyoucan tprovide say I mverysorrywehaverunoutof I msorrysir I mafraidwearefullybooked Perhapsyouwouldlikemetobookyouaroominanotherhotel Sorrysir I mafraidwedon thaveanysinglerooms Howaboutadoubleroom 20 Whenguestsaskforsomethingthatyouarenotsureyoucanprovideanswerhonestly Ifyouwaitamoment sir madam I lltrytofindout I msorry madam I mafraidI mnotsure butI llasksomeoneforyou Onreturningwithapositiveanswer say Thankyouforwaiting Wedohave available 21 Whengueststhankyou Alwaysreplywithasmile usingoneofthefollowing It smypleasure Mypleasure I mhappyeverythingwassatisfactory You remostwelcome Gladtobeofservice Pleasefeelfreetocontactusanytime Thankyou 22 Whenguestsapologizebysaying Sorry say That sallright Itdoesn tmatter 23 Givingwaytoguest Rememberalwaystoletguestsgofirst Afteryou madam sir Whenguestspassyouandsay Excuseme Youreplyis Certainly Sir afteryou 24 Givingwaytoguest Ifyouhavetopassinfrontofaguest say Excuseme please MayIcomethrough please Ifyousneeze coughaccidentallywhileserving say Excuseme or Pardonme 25 Whenaguestasksifhemaytakesomething Certainly pleasehelpyourself sir madam Certainly sir madam Ifyouseeaguestneedshelpwithachairorparcel say MayIhelpyouwiththat madam Letmehelpyouwithit sir 26 Whenguestsaskforsomethingandyoucan toblige Youshouldsay I mafraidsuchinformationisconfidential Iregret wecan tguarantee butwe lldoourbest Unfortunately dogsarenotallowedhere 27 Whenaguestgivesyousomething Sometimesguests outofpoliteness offeryouadrink somesweetstheyareeating orasouvenir etc Replygraciously That sverykindofyou Butno thankyou Ifitissomethingyoucanaccept say That sverykindofyou Thankyouverymuch 28 Tosay 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 29 Tosay NO toaguest srequest Say Thatwon tbenecessary thankyou I msorry there snodiscount Iregretthatwecan tofferyou Notreally It sgoodvaluefortheprice Add MayIbeofanyfurtherassistance sir 30 Breakingawayfromconversationwithguests Say Excuseme Aguestiswaitingforme I msorry sir Imustgo Nicetalkingwithyou Willyouexcuseme please Add Haveapleasant good nice day madam sir Goodday Mr 31 Ifaguestexplainssomething Maintaineyecontact nod andsay Isee Yes Isee Oh Isee 32 Ifaguestexplainssomething Ifyouagree youcansay That strue Yes exactly Iagree Ifyouaresurprisedatwhatyouhear youcansay Really How veryinteresting Isthatso 33 Whenaguestisembarrassedbecauseheisslowandclumsy orhandicapped Say Pleasetakeyourtime sir madam There snohurry Don tworry sir madam We llseetoit We llcleanitup Etc 34 Whenyoubreakintotheguests conversation Excuseme sir mayIhaveyourmembershipcard creditcard roomnumber please Excusemeforinterrupting MayItakeupafewmomentsofyourtime Mayspeaktoyouforamomentsir madam Afterwards say Sorrytohavebotheredyou madam 35 Whenagustasksyoutohurryup Say Thankyouforwaiting I llseetoitrightaway 36 Guestsdemandingservice Youcanonlyserveonepersonatatime sosaypleasantly Smiling MayIaskwho snext please I llbewithyouinamoment sir madam totheguestwhoisstillwaiting Iftheguestbreaksaqueuetodemandservice say I msorry Imusttakeeachguestbyturn sir madam I llbewithyouassoonaspossible 37 Onpickingupatelephoneforanincomingcall Answerwithasmileinyourvoice Goodmorning afternoon evening Reservation departmentetc MayIhelpyou Ifaguestwantsanoutsideline say Pleasedial0first sir 38 Handlingmistakes Say I mverysorry Therecouldhavebeenamistake Idoapologize I msorry sir madam I lllookintothematteratonce Thankyouforwaiting 39 Acceptingcomplaints criticism Say Thankyoufortellingus madam Itwon thappenagain Pleaseacceptourapologies Iwillletthepersoninchargeknow 40 Whenyoudon tunderstand Say I msorrywouldyoupleaserepeatit I msorry Idon tquiteunderstand ShouldIgetthemanager Ibegyourpardon sir madam Iftheguestdoesn tunderstandyou say MayIshowyou please 41 Whenaskingtheguesttodosomething Neversay Gotothenextcounter Say Wouldyoupleasegotothenextcounter Starttherequestwith Wouldyouplease MayI 42 Whentheguesthandsyouwhatyourequested E g Cheque card key etc say Thankyou si