金陵連鎖酒店禮貌服務(wù)英語

1、 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 Suyuan Jinling Plaza金陵蘇源大酒店新員工入職培訓(xùn)1 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 Suyuan Jinling Plaza 2 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 Suyuan Jinling Plaza “Gentlemen” “Ladies” “Ladies & gentlemen” 5 金陵蘇源大金陵

3、蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒

5、店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 Suyuan Jinling Plaza “My name is . If there is anything we can do for you, just let us know.” 16 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 Suyuan Jinling Plaza “Thats all right.” “It doesnt matter.” 22 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店

18、酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培

24、訓(xùn)資料培訓(xùn)資料 Suyuan Jinling Plaza Maintain eye contact, nod, and say: “I see. ” “Yes, I see.” “Oh, I see.”31 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 Suyuan Jinling Plaza Say:“Thank you for waiting. Ill see to it right away.”35 金陵蘇源大金陵

27、蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵

29、蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 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 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 Suyuan Jinling Plaza E.g. Cheque; card, key, etc., say: “Thank you, sir/madam.”42 金陵蘇源大金陵蘇源大酒店酒店培訓(xùn)資料培訓(xùn)資料 Suyuan Jinling Plaza Say: “Thank you.” If a guest praises you