酒店礼貌服务英语.ppt

1、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COURTESY HOTEL ENGLISH,3,Words which are “musts” in English:,Please; Thank you; Excuse me; Pardon; So sorry. e.g. “Excuse me, sir. May I know your name, please?” “Mr. Smith, Thank you very much” “Im so sorry to have bothered you.”,4,Addressing individuals:,If you do no

2、t know the guests name, address him/her as: “sir” or “madam” e.g. “Yes, sir.” “Good night, madam.” “May I help you, sir?”,5,Addressing a group of guests:,“Gentlemen” “Ladies” “Ladies some sweets they are eating; or a souvenir, etc. Reply graciously: “Thats very kind of you. But no, thank you.” If it

3、 is something you can accept, say: “Thats very kind of you. Thank you very much.”,28,To say “YES”,“Yes, madam/sir.” “Yes I will, sir.” (If you are asked to remember something) “Ill see to it right away; madam.” “Yes, certainly, just leave it (everything) to us, sir.” “Certainly, Mr. Were happy to do

4、 it.” “Very good, sir. Wed be glad to help.” “Certainly, sir.” “Thats correct.”,29,To say “NO” to a guests request:,Say: “That wont be necessary, thank you.” “Im sorry, theres no discount.” “I regret that we cant offer you.” “Not really. Its good value for the price.” Add: “May I be of any further a

5、ssistance, sir?”,30,Breaking away from conversation with guests:,Say: “Excuse me. A guest is waiting for me.” “Im sorry, sir. I must go. Nice talking with you.” “Will you excuse me, please?” Add: “Have a pleasant (good/nice) day, madam card, key, etc., say: “Thank you, sir/madam.”,43,Accepting compl

6、iments:,Say: “Thank you.” If a guest praises your hotel, say: “Im glad to hear that.” “Thank you for your compliment.”,44,Good-byes:,“Thank you for staying with us.” “Thank you for coming. Please come again.” “Good-bye, madam & sir.” If a guest is leaving hotel (after a stay), say: “I hope you enjoy

7、ed your stay with us, madam & sir. Good-bye.” “Have a pleasant journey home. Mr.& Mrs. ” “Have a nice trip home, we all look forward to seeing you soon.”,45,Giving directions:,“It will be on your right hand side. You wont miss it.” “Go up the road to your left till you come to the junction.” “Go along this street and cross at the traffic lights.” “When you come to the junction, bear left and take the second turning on the right.” “Go straight ahead.”,46,Giving directions:,“Turn left/right at the first corner.” “Go up the escalato