【ppt】-《明宫观景轩中餐厅欢迎和欢送英语培训》(23页)-餐饮

Greeting & Farewell欢迎和欢送,Programme Outline课程内容How to greet a guest?向客人打招呼How to welcome a guest?如何欢迎客人How to farewell如何道别,Related Documents,How to greet a guest?向客人打招呼If you dont know the guest s name, how do you greet. 不知道客人的名字时，不同的对象该如何打招呼？Who do we greet these two guests? 我们该怎么对图片中这两位人物打招呼？,First Name & Last Name名与姓Use salutation before the last name, ie. If the guests full name is Michael Jackson, we call him “Mr Jackson”.使用称谓 - 称呼客人的姓而不是名。如客人全名为刘德华，应称“刘先生”而不是“德华先生”。Never call the guests first name without his/ her permission.未经客人允许，不可任意称呼客人的名,First Name & Last Name 名与姓,For Japanese guests, when the name is in English, the leading part is the first name; when it is in Chinese, the leading part is the last name. ie. If the guest names Hiroshi (浩) Oya (大矢), Oya is the last name, we call him Mr Oya or Oya san.日本客人的名字若是以英文书写，姓会排在后面。若是以中文书写，姓会排在前面。如客人名字是大矢浩，则英文表达方式为Hiroshi (浩) Oya (大矢)。应称呼他Oya san.,Tips提示,Try to use guest name at all times : show the respect. 尽量以客人的名字来称呼他(她)，以示对个别客人的重视Salutation should be used before the last name.称谓应与客人的姓一起使用,Tips 提示,Use “madam”or “sir”, “ladies”or “gentlemen” when you do not know the guest name.不知道客人姓名时，称呼“先生”或“小姐”When you are not sure which is the last name, ASK nicely; ie: May I know which is the last name?不确定哪一个是姓时，礼貌地说“请问.”When you are not sure whether the lady you serve is married, use “Ms.”. Use Miss if not married. Use Mrs. if not married. 称呼已婚女性用Mrs. ，未婚女性用Miss，不确定用Ms.对女客人，不论年龄，都可以用maam 另外，在招呼客人时，最好用Excuse me ,sir(maam),忌以Mr.或Miss相称在招呼小客人的时候，可以只用Excuse me ，但不可以用boy或girl.,When A Guest Greet You First.当客人先向您打招呼时.,G: Good Morning! S: Good Morning!G:How are you today?S:I am fine, thank you, Sir / Madam / (Guest Name), and you?,Dont Say.请不要说.,OK OKSure Of course!Yeah Yeah Yeah,Showing understanding表示理解.,You may say您可以说.“I see.”“I understand. Sir/ Madam/ (Guest Name).”“Certainly, Sir/ Madam/ (Guest Name).”You can also use your body language也可运用肢体语言ie. Nodding the head slightly如：微微点头,Responding to Thanks回应客人的感谢.You are welcome, Sir/ Madam.Not at all, Sir/ Madam/ (Guest Name)Its my pleasure.My pleasure.,Magic Words关键字,Please请.Certainly好的！Thank you谢谢！You are welcome不客气！Excuse me 不好意思.,欢迎Welcome to Parkview hotel.欢迎您来到明宫观景轩. Welcome to Ming Palace.您光临xx酒店，我们感到非常荣幸.It is our pleasure to have you at the xx hotel.祝您住店愉快We wish you a pleasant stay.I hope you will enjoy your stay with us.I hope you are enjoying your stay with us. （客人在饭店逗留期间）Have a good time.祝您过的愉快,餐厅迎客如餐厅客满，不得不让客人用餐时，应先征得双方客人同意：Would you mind sharing a table? 您愿不愿意与别人共用一张桌子？如因客满而不得不让别人等待时：I am afraid all our tables are taken. Would you mind waiting ?恐怕我们已经客满，你介意等一会儿吗？等有了位子，立即引客入座，这时候应该说：Thank you for waiting 抱歉让您久等了,指引方向这边请This way, please.请注意脚下Mind your step.小心碰头Mind your head. 您的房间在二楼 Your room is in the second floor.我带您参观一下酒店I will show you around the hotel.我来给您领位I will show you to the table.请当心Please be careful,餐桌安排当需要客人往旁边挪一下时Excuse me,Would you mind moving over a little?当需要客人将椅子拉近桌子时Could you move your chair closer to the table, please?当需要打扰客人借过时Excuse me, sir, but may I pass?当需要客人为别的客人挪个位子时Another guest wishes to sit at the counter. Could you move down one seat, please?,When you need some time to handle the guest requests.当您需要时间处理客人的要求时. One moment, please. Just a moment, please. Please wait a moment.当客人所点菜品需要时间较长时This dish you order may take some time, would you like to have ice tea/lemanade while waiting?,客人主动给你小费时，你应该说： That is very nice of you, thank you. Is there any thing I can do for you? 非常感谢您，您真是太好了还需要我为您做什么呀？如果在服务过程中，遇到自己不能解决的问题或需要重新确认的问题，可以说 I will check with my supervisor（captain） 我得请示主管 I will get my supervisor. （captain） 我去请我的主管,如果客人需要什么物品时I will send one up right away.我这就送一个上来I will send it to your room at once.I will have someone fix them for you right away.I will get them for you right away.我马上就去帮您拿.Dont worry ,leave it to me.别担心，有我呢，包在我身上,欢送在服务结束或因为工作需要先离开时，可以说 Enjoy your dinner.（lunch） If there is anything I can do for you , please call me.dont hesitate to tell me . 如果有什么我能效劳的，请给我打电话。请一定要通知我。 I am always at your service 我将随时为您提供服务Farewell 道别 Good bye! See you again, Sir / Madam! Good bye and have a nice trip, Sir / Madam!(中文是：祝您旅途愉快！),当客人离开酒店(餐厅)时 I hope you have enjoyed your stay with us.询问客人对饭菜的满意度时How is your meal? How is everything?Is everything to your satisfaction?您吃得还满意吗？ 提示客人临走时别遗忘东西 Please dont leave anything behind.,I am sorry. I don t understand. I will get you my super