酒店客房培训--001正确称呼客人Addressing-a-Guest汇编

1、 学习-好资料addressing a guest正确称呼客人: i expect to be addressed correctly and politely and i expect my butler to be able to pronounce and rememberuest xpectationt培训时间：t:30 minutes30 分钟why is this task important for you and our guests?为什么这项任务对你和我们的客人都很重要。answers:回答：1. i should be courteous to all guests. 应

2、该礼貌地对待客人。2. i need to fulfill the guest expectation 应该实现客人期望。3. i want to maintain intercontinental hotel high standards by addressing guests correctly.按照洲际最高标准迎接客人。4. i can show my professionalism.展示我们的职业水准。更多精品文档 学习-好资料training questions培训问题/print next day arrival report in the afternoon and check

3、 when do we check the guest names?我们在哪里检查客人名单？why do i have to memorize the guest name?为什么我要记住客人名字。重要客人及随同人员房间，洲际俱乐部客人名单how do we address our guests?应该怎样称呼我们的客人？检查客人名字及头衔why is it important to address guests with their title?为什么用正确的头衔称呼客人很重要？1. a king 国王drill language/body language训练语言及身体语言3. a prin

4、cess 公主first time as “your royal highness”, then“madam”第一次称呼为“殿下”，然后称为“女士”4. a prince 王子更多精品文档 学习-好资料training questions培训问题如何做/标准first time as “your royal highness”, then “sir”第一次称呼“殿下”，然后称为“先生”5. a royal duke 皇室公爵first time as “your royal highness”, then “sir”第一次称呼为“殿下”，然后称为“先生”6. a duchess 公爵夫人fir

5、st time as “your royal highness”, then“madam”第一次称呼为“殿下”，然后称为“夫人”8. a baron 男爵first time as “lord (last name)”, then “sir”第一次称呼为姓加阁下，然后称为“先生”9. a president 总统“mr. president” “总统先生”10. a senator 议员“senator (last name)”姓加议员11. an ambassador大使first times as “ambassador (last name)”, then“your excellency

6、”第一次称呼为姓加大使，然后称为“阁下”12. a mayor 市长“mr. mayor”“市长先生”3)how should we address a guest if we do not know thename or title?在不知道客人名字或头衔前，我们应该怎样称呼1.2. when in doubt, address as “sir” or “madam”称呼客人时的礼貌标准更多精品文档3. never call a guest by their first name, evenwhen asked.should we shake a guests hand? 学习-好资料tra

7、ining questions培训问题/4.迎接客人时要弯腰，眼睛要注视对方（泰国国王、王后除外）。6. never offer to shake hands.不要主动跟人握手。7.8. if a guest initiates a handshake, do so如果客人主动要跟你握手，才能跟客人握手。summary questions:问题概述:1. how should we address our guests? 我们应该怎样称呼客人。2. what do we have to do when we do not have specific information?当我们没有专门信息时，我们应该做协商能够做些什么？3. should we always shake a guests hands?我们应该主动跟客人握手吗4. which are the appropriate guest titles? 对客