金陵连锁酒店礼貌服务英语.ppt

1,金陵苏源大酒店新员工入职培训,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”“Imsosorrytohavebotheredyou.”,4,Addressingindividuals:,Ifyoudonotknowtheguestsname,addresshim/heras:“sir”or“madam”e.g.“Yes,sir.”“Goodnight,madam.”“MayIhelpyou,sir?”,5,Addressingagroupofguests:,“Gentlemen”“Ladies”“Ladiessomesweetstheyareeating;orasouvenir,etc.Replygraciously:“Thatsverykindofyou.Butno,thankyou.”Ifitissomethingyoucanaccept,say:“Thatsverykindofyou.Thankyouverymuch.”,28,Tosay“YES”,“Yes,madam/sir.”“YesIwill,sir.”(Ifyouareaskedtoremembersomething)“Illseetoitrightaway;madam.”“Yes,certainly,justleaveit(everything)tous,sir.”“Certainly,Mr.Werehappytodoit.”“Verygood,sir.Wedbegladtohelp.”“Certainly,sir.”“Thatscorrect.”,29,Tosay“NO”toaguestsrequest:,Say:“Thatwontbenecessary,thankyou.”“Imsorry,theresnodiscount.”“Iregretthatwecantofferyou.”“Notreally.Itsgoodvaluefortheprice.”Add:“MayIbeofanyfurtherassistance,sir?”,30,Breakingawayfromconversationwithguests:,Say:“Excuseme.Aguestiswaitingforme.”“Imsorry,sir.Imustgo.Nicetalkingwithyou.”“Willyouexcuseme,please?”Add:“Haveapleasant(good/nice)day,madamcard,key,etc.,say:“Thankyou,sir/madam.”,43,Acceptingcompliments:,Say:“Thankyou.”Ifaguestpraisesyourhotel,say:“Imgladtohearthat.”“Thankyouforyourcompliment.”,44,Good-byes:,“Thankyouforstayingwithus.”“Thankyouforcoming.Pleasecomeagain.”“Good-bye,madam&sir.”Ifaguestisleavinghotel(afterastay),say:“Ihopeyouenjoyedyourstaywithus,madam&sir.Good-bye.”“Haveapleasantjourneyhome.Mr.&Mrs.”“Haveanicetriphome,wealllookforwardtoseeingyousoon.”,45,Givingdirections:,“Itwillbeonyourrighthandside.Youwontmissit.”“Gouptheroadtoyourlefttillyoucometothejunction.”“Goalongthisstreetandcrossatthetrafficlights.”“Whenyoucometothejunction,bearleftandtakethesecondturningontheright.”“Gostraightahead.”,46,Givingdirections:,“Turnleft/rightatthefirstcorner.”“Gouptheescalator