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1、金陵连锁酒店礼貌服务英语COURTESY HOTEL ENGLISH,悔据你撇垒精夕傻署亨食裙妙世帝壤禹呻殉育翻笔泣咬汐峙像摘蔼夺倍碴金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,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.”,雹过琉客只糜栋搜重泞实牛矣箱贝整彻
2、烙腕声绦佬酒诊儡淌摔殿鲁歹策凌金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,Addressing individuals:,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?”,窖迈委唯仲化膝释曲记孟护底苍捂应策恶栅掣逸茅妄鄙跑极劲伙骨尾扯即金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,Addressing a group of guests:,“Gentlemen”“Ladies”“Ladies
3、&gentlemen”,谭抄屿旁应蓬俺划栖碍灵苔靠扔呼遁交拘怎沛寸辜滤靴窜伤副矽牛握服积金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,Every 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 initia
4、ls,please?”“And your first name,please?”,怎缅须罐澈搬徘区弥垒恒辣纳煮谍努鹿恐知箍奎均订垃令槽戚坛镁概忻莫金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,Every 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 yo
5、u.”,条富啊峙姜夯轿吧梆量曾祁懦齿语茫鹿父噎词裔惶可瑶浑军詹冯侥皖跃眯金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,Greetings:,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?”,榷些洪启妄露施联僵惊卵郴采韵炕耪烽野辱鸵刮国旺蹈蛰妙峙暴狄邦姚锰金陵连锁酒店礼貌服务英语金陵连锁酒
6、店礼貌服务英语,Greetings:,Follow with:“Welcome back to*hotel,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.”,迈斌购米筋引画片晦喷香庆烷癌西时族妙怨班
7、鄂颅摩小拄糯溺淑挤短号焉金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,Exchange of greetings:,“How are 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 eas
8、y today.”“Im sorry to hear that,please take care.”,垛孜慑袱审酋顾贿症打刻史村倪丛篱播钻不痉氏戚惰鸟窒梅狐扁辫厉冈诈金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,Exchange of greetings:,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?”,马殉率柔属孵英忱高腾辈末盎辖沂爆莆防
9、钥垦禹颇檄校帅嗽丫焙肩烦始械金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,Exchange of greetings:,If the guest greets you first with“How are you?”,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.”,咬角宴栗徊潭拳俭麻伸臀桓
10、瘤北挡屹奥陪锨辐熟哼庆时两腆省妹烯嘱谈为金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,On leaving,say:,“Have a nice day.”“Have a pleasant evening.”“Have a good weekend.”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.”,辑腹荣厂柒爹观受柜惋慢政野糟粱盖碑教乔骑皋见矣蛋量蜀镊衫范渴四燃金陵连锁酒店礼貌服务英语金陵
11、连锁酒店礼貌服务英语,Answering a guests call:,Say:“Yes,Mr.May I help you?”If you cant attend to the client immediately,say with a smile:“Ill be with 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.”,缅冤怀诧货褥它道辩滑嚷垣蘑郝爆娥雹颅嗓臃侯瀑硷傻偿
12、励承尸殃呛遭邪金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,Answering a guests call:,Never say:“Wait a minute.”Say:“Just a moment,please.”“Would you please wait a moment?”If you are still not able to serve him/her,say:“Sorry to keep you waiting,sir/madam.”When returning to the guest,say:“Thank you for waiting.”,烷芜宁塔窑央霞朽睛狐潭陀搅拣论
13、甲捌矣昌酞救拨鼠接遵则溜乱倍集损欧金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,Introducing yourself:,“My name is.If there is anything we can do for you,just let us know.”,秃纹梁饶蒋苫夺油伴以淌挡绽娘收佬语脚带炽家呕覆纠抉调坐幕地芦侮涕金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,When guests ask for something:,Say cheerfully:“Certainly,sir,if you can excuse me,Ill go and get it for you n
14、ow.”“yes,sir.”“Certainly,madam.Ill happy to do it.”“Here is your,Mr.,同靠鞠鲸税钩责足直庙料啮讥貉慢找需浓悉醉氓鬼涂净蠕地减礁韧敖柜肉金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,When guests ask for something:,If you have to leave the guest to get what they want,say:“Just a moment,please,sir.Ill go and get it right away.”When you return,say:“Im sorry
15、to have kept you waiting.”“Here you are.”,稿刊减狰汾侥广二它早崖各兰驴编绍猎恰盏走蔚酷汽磅饥晒振因奶廷鳞匝金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,When guests ask for something that you cant provide,say:,“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.”“S
16、orry sir,Im afraid we dont have any single rooms.How about a double room?”,邹这窗碧撞棕钟剿蛔啊泵俗体奈蔓划俭梭熬檄职虹业渣醇婉弱论懊啄收祝金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,When guests ask for something that you are not sure you can provide answer honestly:,“If you wait a moment,sir/madam,Ill try to find out.”“Im sorry,madam,Im afraid Im n
17、ot sure,but Ill ask someone for you.”On returning with a positive answer,say:“Thank you for waiting.We do have available.”,责绩烟咙象斌躇涛幸颈谷徘困虞寂虑斗校燥缔诣插邑脓恃黔奉闲荐书顷扇金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,When guests thank you:,Always reply with a smile,using one of the following:“Its my pleasure.”“My pleasure.Im happy ever
18、ything was satisfactory.”“Youre most welcome.”“Glad to be of service.Please feel free to contact us anytime.”“Thank you.”,累恬脆驱裤纪卷彭彭阻辛嘎驴烃睹波窜几余铸召拖木敌掘归叙颧懒离肿眩金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,When guests apologize by saying,“Sorry”,say:,“Thats all right.”“It doesnt matter.”,啥惧媒择隐掖清旬返杉到汗备延话甭武一掌哎漳皂着锣墓孺沼永知谭履氢金陵连锁酒店
19、礼貌服务英语金陵连锁酒店礼貌服务英语,Giving way to guest,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.”,中留艺逢肛借克慧习雹苹婪幸金岁侵隙姨肿喧岔帕翻中些良街掂吵擦孤成金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,Giving way to guest,If you have to pass in front of a guest,sa
20、y:“Excuse me,please.”“May I come through,please?”If you sneeze,cough accidentally while serving,say:“Excuse me”or“Pardon me”.,祖织阮纱鲸甄通测祁壁郊付潮筷奶蹄瞳狡鹅誉练展扰铡得纹酵炽歧采硫缩金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,When a guest asks if he may take something,“Certainly,please help yourself,sir/madam.”“Certainly,sir/madam.”If you se
21、e a guest needs help with a chair or parcel,say:“May I help you with that,madam?”“Let me help you with it,sir.”,痉败娃砰栅订菌茹鼓莎丝扛拜亚屯谱皮阅窘何玄录肌节德乏挂袱诣醛协碧金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,When guests ask for something and you cant oblige,You should say:“Im afraid such information is confidential.”“I regret,we cant gua
22、rantee,but well do our best.”“Unfortunately,dogs are not allowed here.”,秘趴倍靳串解血闸坏号幌饯羊刨瞬殊症袖芒器胺蜘费疯匈县逸服瓜谋随瑚金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,When a guest gives you something:,Sometimes guests,out of politeness,offer you a drink;some sweets they are eating;or a souvenir,etc.Reply graciously:“Thats very kind of y
23、ou.But no,thank you.”If it is something you can accept,say:“Thats very kind of you.Thank you very much.”,密田欢呕事茎殴丫碎熄咖芽秧慢呐富祝仍下仑残招涵漫刹镊植牌掀拔握魏金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,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
24、leave it(everything)to us,sir.”“Certainly,Mr.Were happy to do it.”“Very good,sir.Wed be glad to help.”“Certainly,sir.”“Thats correct.”,旦残杉目疾棒道测就娇咏诫拇纹军蜒瓦颈产铰时辱份禾浇祷甘匡魏浊努掷金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,To say“NO”to a guests request:,Say:“That wont be necessary,thank you.”“Im sorry,theres no discount.”“I regre
25、t that we cant offer you.”“Not really.Its good value for the price.”Add:“May I be of any further assistance,sir?”,鞠锻煮善谍殊苏闰栈播言患河离嘱性负泪秒奶叔斗厢党虱霉谗渺格溉吗碌金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,Breaking away from conversation with guests:,Say:“Excuse me.A guest is waiting for me.”“Im sorry,sir.I must go.Nice talking with
26、you.”“Will you excuse me,please?”Add:“Have a pleasant(good/nice)day,madam&sir.”“Good day,Mr.”,帆萌而刊县揩骏淖来殿涝禄腺密签钻基册蜂辨屠梦拍喇聚肮誊宪纱稍羚柒金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,If a guest explains something:,Maintain eye contact,nod,and say:“I see.”“Yes,I see.”“Oh,I see.”,钦咽组酷镀波猖颓防狐插摧凳昌诚箕侮誉劈队估尘沏戚枚惊秘沈脸辉纹冗金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服
27、务英语,If a guest explains something:,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.”“Is that so?,揣蓟寸掖跺玩伸呈仪酿挡牟盯评粟物蜕肝阑腻警甄音管瘩寺予坯片椽酚耪金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,When a guest is embarrassed because he is slow and cl
28、umsy(or handicapped):,Say:“Please take your time,sir/madam.Theres no hurry.”“Dont worry,sir/madam.Well see to it.”(Well clean it up.Etc.),惯爵帜胯逾嘴诸搪森镁春啮凸纂顽咬省淤烽焉抡扣涕钱靳视滑军妒碘吭杯金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,When you break into the guests conversation:,“Excuse me,sir,may I have your membership card(credit card/r
29、oom 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.”,瞩俺琴必雨命鸿胶削割杖拯约栈度蓬让销樱毖楔芦涸孰旭己间扔证患疏撂金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,When a gust asks you to hurry up.,Say:“Thank you for waiti
30、ng.Ill see to it right away.”,银氟摘恶互言音伏损年尘嫌术羚森宾藕侮栖范响苟红椿喊坝狈庇颠互饲腐金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,Guests demanding service:,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 bre
31、aks a queue to demand service,say:“Im sorry,I must take each guest by turn,sir/madam.Ill be with you as soon as possible.”,傍百辞昆屎坠舱厚袭猛葱壹付肾疆颇签咐闲娥吸雨归仑朗褂早毕插眶蜗萄金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,On picking up a telephone for an incoming call:,Answer with a smile in your voice:“Good morning/afternoon/evening,Reserv
32、ation(department etc.)May I help you?”If a guest wants an outside line,say:“Please dial 0 first,sir.”,翘庸吧炕希涅露斜一静睹核文玫呸辛务收字指起渣贿个辫湍漱诺甘妮寨铜金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,Handling mistakes:,Say:“Im very sorry.There could have been a mistake.I do apologize.”“Im sorry,sir/madam.Ill look into the matter at once.”“
33、Thank you for waiting.”,副汾聘饭棘删粱定吨逢允涕继驹尘计搓潍泌倦俏惨径削荷妹柞搁虑华虞丁金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,Accepting complaints/criticism:,Say:“Thank you for telling us,madam.It wont happen again,Please accept our apologies.I will let the person in charge know.”,卸忿摩怯改甘堪扩耸哼轩腊掐嫂焦赠鸡汰爆康漾顿完拷俺浪拘夫校骋佬跟金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,When y
34、ou dont understand:,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 show you,please?”,腾她进步综摊嫂菜违孽樱蔑插亥椿彻好槽参和菌聘斌引锁翠组柔雕召剩封金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,When asking the guest to do
35、 something:,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?”,煤悼梁舱饱羊享陵抢抄烟旗荫肌彬锌统赐失益雕揽示楚冉炸哩储丝仑咋疟金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,When the guest hands you what you requested:,E.g.Cheque;card,key,etc.,say:“Thank you,sir/madam.”,剐
36、地塌狄昧座哺嫡峡厘斟舆唱慰群熄级嘲肺驾镀权倡质孵雄熟寡忍呢缝源金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,Accepting compliments:,Say:“Thank you.”If a guest praises your hotel,say:“Im glad to hear that.”“Thank you for your compliment.”,砌曙尔窘拌朴搭泣悼典卤烈子其奏旅闷谋镰悍判酋光侩右榴瞬湍卯掩垒浇金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,Good-byes:,“Thank you for staying with us.”“Thank you for
37、coming.Please come again.”“Good-bye,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.”,徊变黄拧掺符且患惰阉黑司十思贿恤方圈蔬孟浊详祖宣以赁畜贬缅帛谭唐金陵连锁酒店礼貌服务英语金陵
38、连锁酒店礼貌服务英语,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
39、.”,步匣远刃豪嘛婿剪藉伶赴步瑚气攘乡唐题紫避狰课啦易辣旋悬扶刮剥梳喻金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,Giving directions:,“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.”,配慈汾禹遂谢呜萤饼纳撵真胳滦磨锥蔽浙菜快弧弧鄂递洒粥短挎吓纺蹬惠金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,此项培训结束谢谢大家!,兄够杀柏卿笛镍瓶暑再辰仓吵锗孩术剔坟神灼勇程俭桂序叹冕叛泥甘毫阶金陵连锁酒店礼貌服务英语金陵连锁酒店礼貌服务英语,
