金陵连锁酒店礼貌服务英语_第1页
金陵连锁酒店礼貌服务英语_第2页
金陵连锁酒店礼貌服务英语_第3页
金陵连锁酒店礼貌服务英语_第4页
金陵连锁酒店礼貌服务英语_第5页
已阅读5页,还剩42页未读, 继续免费阅读

下载本文档

kok电子竞技权说明:本文档由用户提供并上传,收益归属内容提供方,若内容存在侵权,请进行举报或认领

kok电子竞技:文档简介

1、 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza金陵苏源大酒店新员工入职培训1 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza 2 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza 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

2、have bothered you.”3 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza If you do not know the guests name, address him/her as: “sir” or “madam” e.g. “Yes, sir.” “Good night, madam.” “May I help you, sir?” 4 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza “Gentlemen” “Ladies” “Ladies & gentlemen” 5 金陵苏源大金陵

3、苏源大酒店酒店培训资料培训资料 Suyuan Jinling PlazaEvery guest loves to hear you remember his name: If you are not sure you have the right name, say: “Its Mr., isnt it?” If you do not know a guests name, say: “May I know your name, sir/madam?” If you need the full name, add: “And your initials, please?” “And your

4、first name, please?”6 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling PlazaEvery guest loves to hear you remember his name: Never say: “Your wife” ( or “husband”). Use the surname, say: “Mrs. ” or “Mr. ”If you are not sure they are married, say: “The lady with you.” or “The gentleman with you.”7 金陵苏源大金陵苏源大酒店酒

5、店培训资料培训资料 Suyuan Jinling Plaza According to the time of day, say: “Good morning, sir/madam.” “Good afternoon, sir/madam.” “Good evening, sir/madam.” Add: “May I be of your service, madam?” “May I be of your service, sir?”8 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza Follow with: “Welcome back to * h

6、otel, sir/madam.” “Welcome to * hotel, sir/madam.” “Its nice to see you again, sir/madam.” For new arrivals: “Did you have a nice trip, sir/madam?” Add: “Have a pleasant stay in * hotel, sir/madam.” “ I hope you enjoy your stay with us, sir/madam.”9 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza “How a

7、re you today/ this morning, Mr. ?” If he answers, “Fine, thank you.”, say: “ Im glad to hear that.” If he answers something not very positive about himself, say: “Im sorry to hear that, I hope you are better now.” “Im sorry to hear that, take it easy today.” “Im sorry to hear that, please take care.

8、”10 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza If a guest sneezes while talking to you, say: “Bless you.” If a guest hurts himself, say: “I hope you did not hurt yourself.” “Are you all right, sir/madam?”11 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza If the guest greets you first with “How are you?

9、”, say: “Very well, thank you. (And you?) If you have an accident, and the guest sees it, the guest ask you: “Are you all right?” or “Have you hurt yourself?”, say: “Im all right, thank you.”12 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza “Have a nice day.” “Have a pleasant evening.” “Have a good wee

10、kend.” If a guest wishes you first by saying “Have a good day.” Thank him and reply: “Thank you, you too. Mr. .” “The same to you, sir/madam.” 13 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza Say: “Yes, Mr. . May I help you?” If you cant attend to the client immediately, say with a smile: “Ill be with

11、 you in a moment, sir.” “It wont be too long, sir.” “Its only be a few moments.” “Im serving this gentleman at the moment. Ill be right back.”14 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza Never say: “Wait a minute.” Say: “ Just a moment, please.” “Would you please wait a moment?” If you are still n

12、ot able to serve him/her, say: “Sorry to keep you waiting, sir/madam.” When returning to the guest, say: “Thank you for waiting.” 15 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza “My name is . If there is anything we can do for you, just let us know.” 16 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza Say

13、 cheerfully: “Certainly, sir, if you can excuse me, Ill go and get it for you now.” “yes, sir.” “Certainly, madam. Ill happy to do it.” “Here is your , Mr. 17 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza If you have to leave the guest to get what they want, say: “Just a moment, please, sir. Ill go an

14、d get it right away.” When you return, say: “Im sorry to have kept you waiting.” “Here you are.”18 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza “Im very sorry we have run out of .” “Im sorry sir, Im afraid we are fully booked. Perhaps you would like me to book you a room in another hotel.” “Sorry sir

15、, Im afraid we dont have any single rooms. How about a double room?”19 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza “If you wait a moment, sir/madam, Ill try to find out.” “Im sorry, madam, Im afraid Im not sure, but Ill ask someone for you.” On returning with a positive answer, say: “Thank you for w

16、aiting. We do have available.” 20 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza Always reply with a smile, using one of the following: “Its my pleasure.” “My pleasure. Im happy everything was satisfactory.” “Youre most welcome.” “Glad to be of service. Please feel free to contact us anytime.” “Thank y

17、ou.”21 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza “Thats all right.” “It doesnt matter.” 22 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza Remember always to let guests go first: “After you, madam/sir.” When guests pass you and say:“Excuse me”, You reply is: “Certainly, Sir, after you.”23 金陵苏源大金陵苏源大酒店

18、酒店培训资料培训资料 Suyuan Jinling Plaza If you have to pass in front of a guest, say: “Excuse me, please.” “May I come through, please?” If you sneeze, cough accidentally while serving, say: “Excuse me” or “Pardon me”.24 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza “Certainly, please help yourself, sir/madam

19、.” “Certainly, sir/madam.” If you see a guest needs help with a chair or parcel, say: “May I help you with that, madam?” “Let me help you with it, sir.” 25 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza You should say: “Im afraid such information is confidential.” “I regret, we cant guarantee, but well

20、 do our best.” “Unfortunately, dogs are not allowed here.”26 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza Sometimes guests, out of politeness, offer you a drink; some sweets they are eating; or a souvenir, etc. Reply graciously: “Thats very kind of you. But no, thank you.” If it is something you can

21、accept, say: “Thats very kind of you. Thank you very much.”27 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza “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 hap

22、py to do it.” “Very good, sir. Wed be glad to help.” “Certainly, sir.” “Thats correct.”28 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza 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 b

23、e of any further assistance, sir?” 29 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza 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 & sir.” “Good day, Mr. .”30 金陵苏源大金陵苏源大酒店酒店培

24、训资料培训资料 Suyuan Jinling Plaza Maintain eye contact, nod, and say: “I see. ” “Yes, I see.” “Oh, I see.”31 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza If you agree, you can say: “Thats true.” “Yes, exactly.” “I agree.” If you are surprised at what you hear, you can say: “Really? How/ very interesting.”

25、 “ Is that so?32 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza Say: “Please take your time, sir/madam. Theres no hurry.” “Dont worry, sir/madam. Well see to it.” (Well clean it up. Etc.) 33 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza “Excuse me, sir, may I have your membership card (credit card/ room

26、number), please?” “Excuse me for interrupting.” “May I take up a few moments of your time?” “May speak to you for a moment sir/ madam?” Afterwards, say: “Sorry to have bothered you, madam.”34 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza Say:“Thank you for waiting. Ill see to it right away.”35 金陵苏源大金陵

27、苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza You can only serve one person at a time, so say pleasantly (Smiling): “May I ask whos next, please?” “Ill be with you in a moment, sir/madam.” (to the guest who is still waiting) If the guest breaks a queue to demand service, say: “Im sorry, I must take each gues

28、t by turn, sir/madam. Ill be with you as soon as possible.”36 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza Answer with a smile in your voice: “Good morning /afternoon / evening, Reservation (department etc.) May I help you?” If a guest wants an outside line, say: “Please dial 0 first, sir.”37 金陵苏源大金陵

29、苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza Say: “ Im very sorry. There could have been a mistake. I do apologize.” “Im sorry, sir/madam. Ill look into the matter at once.” “Thank you for waiting.”38 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza Say: “Thank you for telling us, madam. It wont happen again, Pl

30、ease accept our apologies. I will let the person in charge know.”39 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza Say: “ Im sorry would you please repeat it?” “Im sorry, I dont quite understand. Should I get the manager?” “I beg your pardon, sir/madam.” If the guest doesnt understand you, say: “May I

31、show you, please?”40 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza Never say: “Go to the next counter.” Say: “Would you please go to the next counter?” Start the request with: “Would you please . ?” “May I ?”41 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza E.g. Cheque; card, key, etc., say: “Thank you,

32、sir/madam.”42 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza Say: “Thank you.” If a guest praises your hotel, say: “Im glad to hear that.” “Thank you for your compliment.”43 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza “Thank you for staying with us.” “Thank you for coming. Please come again.” “Good-bye

33、, madam & sir.” If a guest is leaving hotel (after a stay), say: “I hope you enjoyed 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.”44 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza “It wi

34、ll 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.”45 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza “Turn left/right at the first corner.” “Go up the escalator.” “Go down to the lobby.” “Please take the lift to 3rd floor.” “Please take the escalator to 2nd floor.”46 金陵苏源大金陵苏源大酒店酒店培训资料培训资料 Suyuan Jinling Plaza此项培训结束谢谢大家!47

温馨提示

  • 1. 本站所有资源如无特殊说明,都需要本地电脑安装OFFICE2007和PDF阅读器。图纸软件为CAD,CAXA,PROE,UG,SolidWorks等.压缩文件请下载最新的WinRAR软件解压。
  • 2. 本站的文档不包含任何第三方提供的附件图纸等,如果需要附件,请联系上传者。文件的所有权益归上传用户所有。
  • 3. 本站RAR压缩包中若带图纸,网页内容里面会有图纸预览,若没有图纸预览就没有图纸。
  • 4. 未经权益所有人同意不得将文件中的内容挪作商业或盈利用途。
  • 5. 人人文库网仅提供信息存储空间,仅对用户上传内容的表现方式做保护处理,对用户上传分享的文档内容本身不做任何修改或编辑,并不能对任何下载内容负责。
  • 6. 下载文件中如有侵权或不适当内容,请与我们联系,我们立即纠正。
  • 7. 本站不保证下载资源的准确性、安全性和完整性, 同时也不承担用户因使用这些下载资源对自己和他人造成任何形式的伤害或损失。

评论

0/150

提交评论