某连锁酒店礼貌服务英语培训课件

1

金陵苏源大酒店

新员工入职培训

更多资料：2金陵连锁酒店礼貌服务英语

COURTESYHOTELENGLISH

3Wordswhichare“musts”inEnglish:

Please;Thankyou;Excuseme;Pardon;Sosorry.

e.g.“Excuseme,sir.MayIknowyourname,please?”

“Mr.Smith,Thankyouverymuch”

“I’msosorrytohavebotheredyou.”5Addressingagroupofguests:

“Gentlemen”“Ladies”“Ladies&gentlemen”

6Everyguestlovestohearyourememberhisname:

Ifyouarenotsureyouhavetherightname,say:“It’sMr…..,isn’tit?”Ifyoudonotknowaguest’sname,say:“MayIknowyourname,sir/madam?”Ifyouneedthefullname,add:

“Andyourinitials,please?”“Andyourfirstname,please?”更多资料：Everyguestlovestohearyourememberhisname:Neversay:“Yourwife”(or“husband”).Usethesurname,say:“Mrs.”or“Mr.”Ifyouarenotsuretheyaremarried,say:“Theladywithyou.”or“Thegentlemanwithyou.”9Greetings:Followwith:“Welcomebackto***hotel,sir/madam.”“Welcometo**hotel,sir/madam.”“It’snicetoseeyouagain,sir/madam.”Fornewarrivals:“Didyouhaveanicetrip,sir/madam?”Add:“Haveapleasantstayin***hotel,sir/madam.”“Ihopeyouenjoyyourstaywithus,sir/madam.”10Exchangeofgreetings:

“Howareyoutoday/thismorning,Mr.?”Ifheanswers,“Fine,thankyou.”,say:

“I’mgladtohearthat.”Ifheanswerssomethingnotverypositiveabouthimself,say:“I’msorrytohearthat,Ihopeyouarebetternow.”“I’msorrytohearthat,takeiteasytoday.”“I’msorrytohearthat,pleasetakecare.”11Exchangeofgreetings:Ifaguestsneezeswhiletalkingtoyou,say:

“Blessyou.”Ifaguesthurtshimself,say:“Ihopeyoudidnothurtyourself.”“Areyouallright,sir/madam?”13Onleaving,say:

“Haveaniceday.”“Haveapleasantevening.”“Haveagoodweekend.”Ifaguestwishesyoufirstbysaying“Haveagoodday.”Thankhimandreply:“Thankyou,youtoo.Mr..”“Thesametoyou,sir/madam.”

14Answeringaguest’scall:Say:

“Yes,Mr..MayIhelpyou?”Ifyoucan’tattendtotheclientimmediately,saywithasmile:“I’llbewithyouinamoment,sir.”“Itwon’tbetoolong,sir.”“It’sonlybeafewmoments.”“I’mservingthisgentlemanatthemoment.I’llberightback.”15Answeringaguest’scall:Neversay:

“Waitaminute.”Say:“Justamoment,please.”

“Wouldyoupleasewaitamoment?”Ifyouarestillnotabletoservehim/her,say:

“Sorrytokeepyouwaiting,sir/madam.”Whenreturningtotheguest,say:

“Thankyouforwaiting.”

17Whenguestsaskforsomething:Saycheerfully:“Certainly,sir,ifyoucanexcuseme,I’llgoandgetitforyounow.”“yes,sir.”“Certainly,madam.I’llhappytodoit.”“Hereisyour,Mr.18Whenguestsaskforsomething:Ifyouhavetoleavetheguesttogetwhattheywant,say:“Justamoment,please,sir.I’llgoandgetitrightaway.”Whenyoureturn,say:“I’msorrytohavekeptyouwaiting.”“Hereyouare.”19Whenguestsaskforsomethingthatyoucan’tprovide,say:

“I’mverysorrywehaverunoutof….”“I’msorrysir,I’mafraidwearefullybooked.Perhapsyouwouldlikemetobookyouaroominanotherhotel.”“Sorrysir,I’mafraidwedon’thaveanysinglerooms.Howaboutadoubleroom?”21Whengueststhankyou:

Alwaysreplywithasmile,usingoneofthefollowing:“It’smypleasure.”“Mypleasure.I’mhappyeverythingwassatisfactory.”“You’remostwelcome.”“Gladtobeofservice.Pleasefeelfreetocontactusanytime.”“Thankyou.”22Whenguestsapologizebysaying,“Sorry”,say:“That’sallright.”“Itdoesn’tmatter.”

23Givingwaytoguest

Rememberalwaystoletguestsgofirst:“Afteryou,madam/sir.”Whenguestspassyouandsay:“Excuseme”,Youreplyis:

“Certainly,Sir,afteryou.”25Whenaguestasksifhemaytakesomething

“Certainly,pleasehelpyourself,sir/madam.”“Certainly,sir/madam.”Ifyouseeaguestneedshelpwithachairorparcel,say:“MayIhelpyouwiththat,madam?”“Letmehelpyouwithit,sir.”26Whenguestsaskforsomethingandyoucan’toblige

Youshouldsay:“I’mafraidsuchinformationisconfidential.”“Iregret,wecan’tguarantee,butwe’lldoourbest.”“Unfortunately,dogsarenotallowedhere.”29Tosay“NO”toaguest’srequest:Say:

“Thatwon’tbenecessary,thankyou.”“I’msorry,there’snodiscount.”“Iregretthatwecan’tofferyou.”“Notreally.It’sgoodvaluefortheprice.”Add:“MayIbeofanyfurtherassistance,sir?”

30Breakingawayfromconversationwithguests:

Say:

“Excuseme.Aguestiswaitingforme.”“I’msorry,sir.Imustgo.Nicetalkingwithyou.”“Willyouexcuseme,please?”Add:

“Haveapleasant(good/nice)day,madam&sir.”

“Goodday,Mr.….”31Ifaguestexplainssomething:

Maintaineyecontact,nod,andsay:“Isee.”“Yes,Isee.”“Oh,Isee.”32Ifaguestexplainssomething:Ifyouagree,youcansay:“That’strue.”“Yes,exactly.”“Iagree.”Ifyouaresurprisedatwhatyouhear,youcansay:“Really?How/veryinteresting.”“Isthatso?33Whenaguestisembarrassedbecauseheisslowandclumsy(orhandicapped):

Say:

“Pleasetakeyourtime,sir/madam.There’snohurry.”

“Don’tworry,sir/madam.We’llseetoit.”(We’llcleanitup.Etc.)

34Whenyoubreakintotheguests’conversation:

“Excuseme,sir,mayIhaveyourmembershipcard(creditcard/roomnumber),please?”“Excusemeforinterrupting.”“MayItakeupafewmomentsofyourtime?”“Mayspeaktoyouforamomentsir/madam?”Afterwards,say:“Sorrytohavebotheredyou,madam.”35Whenagustasksyoutohurryup.

Say:

“Thankyouforwaiting.I’llseetoitrightaway.”

36Guestsdemandingservice:Youcanonlyserveonepersonatatime,sosaypleasantly(Smiling):“MayIaskwho’snext,please?”“I’llbewithyouinamoment,sir/madam.”(totheguestwhoisstillwaiting)

Iftheguestbreaksaqueuetodemandservice,say:

“I’msorry,Imusttakeeachguestbyturn,sir/madam.I’llbewithyouassoonaspossible.”37Onpickingupatelephoneforanincomingcall:Answerwithasmileinyourvoice:“Goodmorning/afternoon/evening,Reservation(departmentetc.)MayIhelpyou?”Ifaguestwantsanoutsideline,say:

“Pleasedial0first,sir.”38Handlingmistakes:

Say:

“I’mverysorry.Therecouldhavebeenamistake.Idoapologize.”“I’msorry,sir/madam.I’lllookintothematteratonce.”“Thankyouforwaiting.”39Acceptingcomplaints/criticism:Say:

“Thankyoufortellingus,madam.Itwon’thappenagain,Pleaseacceptourapologies.Iwillletthepersoninchargeknow.”40Whenyoudon’tunderstand:

Say:

“I’msorrywouldyoupleaserepeatit?”“I’msorry,Idon’tquiteunderstand.ShouldIgetthemanager?”“Ibegyourpardon,sir/madam.”Iftheguestdoesn'tunderstandyou,say:“MayIshowyou,please?”41Whenaskingtheguesttodosomething:Neversay:

“Gotothenextcounter.”Say:

“Wouldyoupleasegotothenextcounter?”Starttherequestwith:“Wouldyouplease….?”“MayI…?”42Whentheguesthandsyouwhatyourequested:E.g.Cheque;card,key,etc.,say:“Thankyou,sir/madam.”43Acceptingcompliments:Say:

“Thankyou.”Ifaguestpraisesyourhotel,say:“I’mgladtohearthat.”“Thankyouforyourcompliment.”44Good-byes:“Thankyouforstaying