星级酒店培训之05礼貌英语

1、礼 貌英语礼 貌英语courteous English礼貌英语Briefing No.3is about courteous and discourteous English words and expressions介绍三是关于礼貌和不礼貌英语的表达。Why this is important 为什么很重要：service is a combination of courtesy and efficiency .Courtesy means courteous actions combined with courteous language.服务是礼貌和效率的统一，礼貌是指礼貌行为+礼貌语言

2、。A large number lf our guests speak English and expect us to speak English too. Because English is not our mother tongue, we easily make mistake and our mistakes can make us seem discourteous. 许多客人都讲英语，他们也正期望我们讲英语，而英语不是我们的母语，因此更易出错而产生不礼貌。Why this is important 为什么很重要：Mandarin is a very different lang

3、uage from English .most lf us think in Mandarin even when we speak in English .sometimes guests think we are being rude ,when actually we are just speaking normally.普通话与英语是不同的语言，许多人以普通方式讲英语，因此有时会被客人认为是不礼貌的。These Briefings will cover English words and expressions that are guaranteed 100% courteous. T

4、his Briefing is a short summary lf courteous and discourteous English.这节概括礼貌英语及其表达，保证100%的礼貌，又是礼貌英语和不礼貌英语的小结。Key Points要点This Briefing is a quick summary of courteous English expressions. This is not an English lesson ,and we do not expect staff to remember all the points covered here. Different sta

5、ff will remember different points. 这节是礼貌英语表达的小结，而不是一节英语课，因此不希望员工记住所有概括。- The way to do the Briefing id to cover many points quickly and to point out some words and expressions which are discourteous., 这节课很快概括了许多语言点，并指出不礼貌的表达。- the way to do the Briefing is to elicit, point by point ,by asking questi

6、ons. 这节是一点一点以问题的方式引出。Key Points要点e.g.” what do you say when the guest calls you overt to his table ,and you dont know that he wants?”(Answer:” May I help you ,sir?”) 例如：当客人叫你收拾桌子，而你不懂他的意思你将说什么？（回答：你需要帮助吗？）Get staff to volunteer answer ,or pick individuals to give an answer .Explain what is the corre

7、ct answer .Get everyone to repeat it 3 or 4 times.让员工自愿回答，或单个回答，然后解释正确的答案，让每个重复3-4次。Key Points要点Explain the discourteous words and expressions also同样也解释不礼貌的表达句式。(Do not cover “Greeting “as is the topic of the next Briefing ).（不以“问候”概括下一个介绍的题目）You can add to this any discourteous words which are very

8、 common in your department.你也可以加入许多在你部门最常用的不礼貌的语言。1) When the guest calls you,or when you want to offer service : 当客人叫你或你想为客人服务时:May I help you ,sir? “先生,你需要帮助吗?” “Sir?”“先生? ” What do you want ?“ 你想要什么” Yes? “是吗” 2) When the guest asks you for something ,before you leave him: 当客人在你离开时要一些东西:Certainly

9、 ,sir . “当然可以，先生 Yes sir “是的,先生” OK“好的”Yes,all right “好的”3)When you want to hand something or serve something to a guest : 当你想给客人东西或为他服务时：Your beer,sir “您的啤酒,先生” Your towels,sir “您的毛巾,先生 Your fax,madam “您的电传,夫人” Nothing 不要什么都不说You want towels? “你想要毛巾?”Fax “电传”hello , your Beer“喂,啤酒”4) When the guest

10、 is occupied and need to present something to him: 你需要给客人呈上东西,而客人正好挡着:EXCUSE me , sir “打扰一下,先生” Your COFFEE “您的咖啡 Nothing没什么Ah , sir“哈,先生”Sorry , your coffee“对不起,你的咖啡”5)When you want the guest to do something :当你想让客人做点什么时:Could you Please “请您” e .g. Could you sign this form please You should “你应该”Yo

11、u will”你将 ”Will you “你愿意”You must“你必须” 6) When there is problem ,or when you make a mistake: 当有问题或你出了错: Im sorry sir “对不起, 先生” If you make a big mistake ,say : Im terribly sorry sir.“如果你犯了大错误, 应说: “先生,非常抱歉 。” Oops “啊呀”sorry “对不起”Pardon me“ “请原谅”7) If you need to keep the guest waiting: 如果你想让客人等一会:“O

12、ne moment please , Ill get it right away ” “请稍等” You wait“你等着”wait a minute “等一分钟”Nothing 不要什么都不说。8) If you dont hear what the guest says, you can ask him to say it again : 如果人听不清客人说什么,可以再上他再说一遍: Could you repeat that please? Sir/madam What “什么”Sorry “ “对不起”Say again? “再说一遍“Pardon? “对不起,请原谅” 9) If y

13、ou dont understand what the guest wants ,call a senior person to help 如你听不懂客人要什么,叫（年长的或资历高的）人帮助Im very sorry “非常抱歉” I dont understand “我听不懂” No understand “不懂” Dont pretend to understand if youDont know what the guest wants .And Dont walk away from the guest before you tell him that you are going to

14、 get a supervisor to look after him你要去叫主管这前, 不要丢下人不 管10) When the guest something you for the hotel : 当客人对你对饭店做些什么Thank you . “谢谢” If the guest does something special. i . e. helps us or gives us a tip , say: Thank you very much ,sir. “ 如客人做一些特殊事情,如: 帮助我们或给小费, 应说: “非常感谢”Thanks“多谢” OK“ “好的”11) When you return to guests thank? 当你回应客人的感谢时? If the guest says “Thank you” 当客人说”谢谢”时Youre welcome “愿为您效劳” No thanks “不用谢”Dont mention it “别客气” No problem“ “没问题”12) When the telephone rings: 当接电话时:Good morning, Information, SYLIA speaking .How may l help You ? “早上好,这里是问讯处,我能帮助您吗? Hello