Service English text book 服务英语实用手册.doc

Service EnglishCONTENTSLESSON 1WELCOME & GREETINGLESSON 2WHERE ARE YOU FROM? LESSON 3PARTINGLESSON 4NUMBER, TIME, DAY AND DATELESSON 5COURTESY EXPRESSIONSLESSON 6TELEPHONE COURTESY LESSON 7SHOWING DIRECTIONLESSON 8 OFFER INFORMATIONLESSON 9 REQUESTLESSON 10 HANDLING COMPLAINTSLESSON 11 KNOW OUR CLUB41LESSON 1 WELCOME & GREETINGI. OPENINGSIn China, we usually greet each other with the expression “Have you eaten?” Foreigners use a more formal type of greeting, which depends upon the time of day.Good morningGood afternoonGood eveningWhen you use these greetings, your voice should be friendly and cheerful. Remember a friendly smile and voice doesnt cost anything.II. RECONGNITIONa. A guests name is music to him. Use the guests name whenever possible.Good morning, Mr. MillerGood evening, Mrs. ZhuHowever, avoid over using a guests name, as this will sound insincere.b. Recognition can still be given even when we do not know a guests name. Use:Sir Madam Gentlemen Ladies Ladies and gentlemen Madam, gentlemen Sir, ladiesEg, “Good evening, gentlemen”III. KEY POINTS AND EXPLANATIONS“How are you?”a. Dont say “how do you do?” which is only used for introductions. And the only answer is “ How do you do?” When greeting use “How are you?” If guests say it first, always remember to ask in return, “And you, sir?” b. Dont say “Hello” when greeting guests. Always use “Good morning, sir.”IV. CONVERSATIONS Conversation AGuest: How are you, Tony?You: Fine, thank you. And you?Guest: Everything is ok.Conversation BYou: Good morning, madamGuest: Good morning, sir.You: Welcome to our hotel/club!Guest:Thanks.You: Let me help you, is all of your baggage here?Guest:Yes, I have got three suitcases.You: Come this way, please. The reception desk is over there. I will put your baggage by the post over there.Guest:Thanks. You: A bellboy will show you to your room when you finish the check-in.Guest:That is fine.You: Please enjoy your stay at our hotel/club.LESSON 2 WHERE ARE YOU FROM?I.INTRODUCTIONGuests are always pleased to tell you where they came from. They are often a long way from home and like to think you are interested in their country. Guest also likes to know where you are from. Remember though, that many foreigners dont know much about China, so you need to say more than “Dalian” if guests ask where you come from. “Dalian, in North East China” is much easier to understand.II. VOCABULARYEurope Asia North America South America Australia North west east south III. WHERE ARE YOU FROM?A Guest: Where are you from? You: Im from Chengdu, in Sichuan province.B You: Where are you from, sir?Guest: Im from Italy.IV. WHERE ARE THESE PLACES?Using North, South, East and West, tell your teacher where these places are: BeijingGuangzhou Xian Shanghai Urumqi V. CONVERSATIONS A. Useful words and phrasesWhere are you from 你來自?I am from我來自Have you met你見過嗎？Let us 讓我們How do you do? 你好？It is a pleasure to meet you.認識你很高興。It is a great honor to meet you.認識你真榮幸。I am very glad to meet you.認識你我很高興。B. CONVERSATIONSCONVERSATION AWang:John, have you met Mr. Chen?John:No.Wang:This is Mr. Chen, Chen Ming.John:How do you do, Mr. Chen?Chen:How do you do?John:My name is John.Chen:It is nice to meet you. Where are you from?John:I am from Australia. I am glad to meet you, too.CONVERSATION BWang:John, this is Li Yan, my good friend. Have you met before?John:No. How do you do, Miss. Li?Li:How do you do?John: This is my wife Mary.Li: Very glad to meet you. Are you from Canada?John: No. We come from America.Wang: John, the man over there is our manager. Let us go and meet him, Mr. Zhang. This is Mr. John, from Australia.Zhang:It is a great honor to meet you.John:Me too.Lesson 3 PartingI. INTRODUCTIONPartings are as important to the guest as greetings. While greetings give the guests their first impression of the hotel, a friendly and courteous parting rounds off the stay comfortably and leaves the guest feeling very positive about his time with MISSION HILLS GOLF CLUB.Use one of following phrases to achieve a successful parting:1. Good bye /Good night 2. See you next time /soon/tomorrow/later3. If there is anything that you require/want, please do not hesitate to contact us.4. (I hope you will) enjoy your stay.5. Have a pleasant day/trip.6. Have a good journey.7. Youre welcome.8. We are looking forward to seeing you again.9. Thank you for calling us.10. Thank you for shopping with us.11. Thank you for staying with us.12. Thank you for using room service.13. Thank you for dining with us, please come again.14. Its a pleasure to serve you and your family again.15. We hope to welcome you again.16. It was a pleasure having you.II. KEY POINTS AND EXPLANATIONSa. If guests greet you first: “Have a nice evening.” You always say “you too.” “And you.” “The same to you.”b.1st day “I hope you enjoy your stay with us.”(Following days) “I hope you are enjoying your stay with us.”(Last day) “I hope you enjoyed your stay with us.”III. CONVERSATIONCONVERSATION AJohn:I am afraid I must be leaving now.Wang:Must you? It is still early.John:We must leave for Nanjing early tomorrow morning.Wang:In that case, I wont keep you.John:Thank you again for inviting me.Wang:Take care and good night.John:Good night.CONVERSATION BJohn: It is very nice of you to come to see me off.Wang:It is my pleasure.John:I enjoyed my stay in Shenzhen very much. I really dont know how to thank you.Wang:Dont mention it. It is very nice knowing you.John:We will see each other again very soon, I am sure.Wang:Have a nice trip. Good bye.John:Bye.ExerciseTranslation Chinese into English1. 祝你旅途愉快！2. 見到你很高興！3. 我明天動身去深圳.4. 恐怕現在去太晚了.LESSON 4 NUMBERS, TIME, DAY AND DATEI. NUMBERSa. Cardinal numbersonetwo three four five six seven eight nine teneleven twelve thirteen fourteen fifteen sixteen seventeen eighteen nineteen twenty thirty forty fifty sixty seventy eighty ninety one hundred one thousand ten thousand one hundred thousand one millionb. Ordinal numbersfirst second third fourth fifth sixth seventh eighth ninth tenth eleventh twelfth thirteenth fourteenth fifteenth sixteenth seventeenth eighteenth nineteenth twentiethII. TIME Examples of the time in figures and words3:00- three oclock3:05-five past three3:10-ten past three 3:15-a quarter past three3:20-twenty past three3:25-twenty five past three3:30-half past three3:35-twenty-five to four3:40-twenty to four3:45-a quarter to four3:50-ten to four3:55-five to fourIII. DAY AND DATES VocabularyMonday Tuesday Wednesday Thursday Friday Saturday Sunday January February March April May June July August September October November December IV. CONVERSATIONSA: Asking TimeYou:Good morning, sir. Can I help you?Guest: Yes, what time do you serve breakfast?You: From 6:30am until 10:30pm.Guest: By the way, what time is it now? My watch stopped.You:It is 7:45am.Guest: Thanks a lot.You: You are welcome, sir.B: Asking DateYou:Good afternoon, this is Reservation Office, may I help you, sir?Guest:Yes, I would like to reserve a room.You:Thank you, sir. When for?Guest:For one week. From May 15 22.Useful expression1) Could you tell me the time? Certainly. It is ten past five.2) What is the time? It is half past five.3) Do you have the time? Surely. It is nine twenty-five.4) Have you got the time please? It is eleven oclock5) What is the time by your watch? It is half past one.6) You dont happen to have time on you, do you? Yes, I do. It is a quarter past eight.7) Whats the business hour of your coffee shop? Its from 7:00am until 10:00pm. LESSON 5 COURTESY EXPRESSIONSI. IMPORTANT EXPRESSIONSThis chapter will give you the language tools necessary to achieve courteous and friendly service.1.When a guest says, “thank you”, always reply:“Youre welcome.”“With pleasure.”2.If a guest apologies, reply:“Thats all right, sir”“Please dont worry, sir.”3.If you need to interrupt a guest for some reason, say:“Excuse me, sir.”“Im sorry to disturb you, sir.”4.If you dont understand a guest or you didnt hear what they said, say:“I beg your pardon, sir?”“Would you please repeat that, sir?”“Im sorry?”5.When a guest asks you for something or asks you to do something, avoid using just “Yes” say:“Certainly, sir.”6.Remember to always allow a guest to walk through a door or walk into or out of an elevator first. Say:“After you, sir”7.When you show a guest the way to his room. or to a restaurant use:“This way please, sir”“Please follow me, sir”ACTIVITY: Respond to the following situations:-Guest: “Wheres the coffee shop?”-You:-Guest: “Look, Im sorry Ive broken your pen.”-You:-You didnt understand what your guest said.-You:-The guest is talking with his friend and you need to tell him something important.-You:-Guest: Can I have a piece of paper please?”-You:-You open the door for the guest.-You:-Guest: “Thank you very much.”-You:II. SMALL TALKIn English, small talk means making polite conversation. SAFE TOPICS UNSAFE TOPICESThe hotel and its facilities ReligionThe weather Politics Guests holiday plans sex Places of interest Personal matters The guests country of origin(age, salary, clothes) The guests family The guests country of originHere are some examples:Holiday: “Are you enjoying your holiday sir?” “Is this your first trip to China? How long are you Staying?”“What are your plans for today?”“I hope you enjoy the rest of your stay”Weather: “The weather has been very nice today” “The summer here is very hot” “The winter here is quite warm.”Club: “How do you like the club?” “Have you used the heath club?”Country: “Where are you from sir?”Sports and amusements: “What is the most popular sport in America?” “What is your favorite sport?” LESSON 6 TELEPHONE COURTESYMaking a Telephone .Useful expressions :- This is _ speaking. Is in? May I speak to?- Who is calling/speaking, please?- Who am I speaking to?- May I have your name, please?- There is a call for you.- You are wanted on the phone.- I was cut off. Will you connect me again?- I have been connected to the wrong party.- The line is engaged.- The lines to Guangzhou are busy now. Will you hold the line, please?- I am sorry, but the telephone is out of order.-Tom is not here / available now. Shall I take a message for him?/ Would you like to leave a message?-Could I have extension 123? / Would you give me extension 123 ?-Im returning Mr. Browns call.-We are trying to locate Mr. Brown. He is on his way.-Shes on another line.-Shall I have her call you back?.An Incoming CallGuest: Hello.You: Good morning, this is _, May I help you?Guest: Yes, could you put me through to the Front Office?You: Yes, sir.A Room to room callGuest:Hello.You:Good afternoon, this is _. can I help you ? Guest:Good afternoon, this is Mrs. Smith in room 1208, please connect me with the managers office.You:Yes, Mrs. Smith. I am sorry, Mrs. Smith. The manager s line is engaged, I will ring you back when it is free. (in five minutes the operator rings Mrs. Smith ) Mrs. Smith, the managers on the line now, go ahead please.M:Good afternoon, Mr. Clark speaking. May I help you?Guest: It is Mrs. Smith speaking. I have something to tell you.A long-distance callYou: Good evening, This is operator Ms. Jane speaking, may I help you?Guest : Yes, I want to place a long distance cal to Shanhai.You: What number are you calling?Guest: 21-4412.You: 21-4412. Who would you like to talk to?Guest: Make it a station to station call, please.You: Certainly, sir. May I have your name and telephone number, please?Guest: This is Mr. Taylor, my room is 2208.You: Thank you. We will call you back in 3 minutes, Mr. Taylor. Will you hang up and wait, please?Guest: Thank you.LESSON 7 SHOWING DIRETIONS. VACABULARYTurn left /right/aroundWalk straightGo upstairs/downstairsGo backTake the first /second/third leftThe first /second/third rightThe lift (elevator) to the first/second/third floorIn front of beside above behind near under Opposite in the - on the right outside upstairs downstairs.COVERSATIONSPART AWhere is the ladies room?It is right beside the pro shop.Where is the reception desk?It is in the main lobby of the clubhouse.Where can I make a phone call to HongKong?The public phone is at the reception desk.Im going to have lunch now. Meet me at the putting green in half an hour.Where is the 10th tee of the World cup course?It is beside the putting green.Where is the members driving range?It is near the parking lot. Come on, let me show you.Where can I catch the Mission Hills bus back to HongKong?You can find it in front of the clubhouse at 4 oclock.PART BDialogue AMary: Excuse me, sir. Is there a post office nearby?Man: Go straight on to the traffic lights. Then turn right.Mary: Is it far from here?Man: No. It will take you five minutes to walk.Mary: Go straight on and turn right?Man: Yes. It is a green building.Mary: Thank you very much.Dialogue BMary: Excuse me, how can I get to the station?Man: Go along this road. Then turn left at the traffic lights.Mary: Is it far to walk?Man: It is about ten minutes walk.Mary: Thank you very much.Man: You are welcome.Mary: Excuse me, is this the right way to the station?Man: Yes. Go straight on.Mary: Many thanks.基本句型舉一反三 1.Go straight on to the traffic lights.Go straight on to the crossroad.Go straight on until you see a tall building.2.Then turn right.Then turn left.Then cross the road.3.Is it far from here?Is it far from my hotel?Is it far to walk?4.It will take you five minutes to walk.It will take me three days.It will take them a week.It will take her a long time.Dialogue CGuest: Excuse me, where is BC. Room A please?Staff: Along the corridor to your right, past the toilet and shop and you will find it. Just in front of you.Guest: By the way, which way is the telephone box?Staff: It is over there opposite the elevator hall.Guest: Thanks a lot.Staff : You are welcome, madam.Useful Expression1. Can you tell me the way to the Groundball room, please?2. Could you direct me to the Mountain Caf?3. We are looking for the Beauty Parlor. Is it on the 2nd floor beside the Billiard Room?4. Is this the right way for the Flower shop?Yes, it is. Along the corridor, past the bar. You will find it on the right/left.5. Am I going the right way for the Japanese restaurant?6. Go along the corridor to your right. Turn left, go down the stairs, then you wont miss it.7. Shall I draw you a map?8. I think it could be better to take a taxi, sir.9. Shall I write directions for you?10.When you return to the hotel, please show this hotel card to the taxi driver.Exercise Explain the word in italic.I will go to your home right now.You answer is right.It is on the right side, not left.I dont like him, he always keeps a straight face to me.Could you draw a straight line here?Please turn on the lamp for me, it is very dark here.Dont turn left, go straight ahead.It is your turn to clean the room todayLESSON 8 OFFER PRICE AND SHUTLLE BUS INFORMATION.Asking PriceUseful words & phrases:Handbag手袋label標簽more than多于Pay付款change零錢How much .多少錢in all全部Dialogue 1John :How much, please?Sales :That is 32 dollars in all. Anything else?John : How much is that handbag?Sales :The price is on the label. Let me see It is 32 dollars.John :That is more than I wanted to pay. Here is 40 dollars.Sales : Thank you. Here is your change, 8 dollars.基本句型舉一反三：1. How much , please?How much is it?How much is it in all?How much is that handbag?2. That is more than I wanted to pay.That is more than I expected.That is very expensive.That is more than enough.3. Here is your change.Here is your handbag.Here is 20 yuan. Here is your bill. OFFER SHUTTLE BUS INFORMATIONHow long is the ride?About half an hour.How long does it take to get there ?About twenty minutes.Is it a long ride?Only ten minutes.How can I get to downtown from here?The shuttle bus goes that way.How often does the bus run?Every ten minutes.Are you sure this is the right bus to Luohu?Yes. Im going that way too. Ill tell you where to get off. LESSON 9 REQUESTS. ASKING PERNISSIONYou:“May I c