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金陵蘇源大酒店

新員工入職培訓(xùn)

2金陵連鎖酒店禮貌服務(wù)英語(yǔ)

COURTESYHOTELENGLISH

3Wordswhichare“musts”inEnglish:

Please;Thankyou;Excuseme;Pardon;Sosorry.

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

“Mr.Smith,Thankyouverymuch”

“I’msosorrytohavebotheredyou.”4Addressingindividuals:

Ifyoudonotknowtheguest’sname,addresshim/heras:“sir”or“madam”

e.g.“Yes,sir.”

“Goodnight,madam.”“MayIhelpyou,sir?”

5Addressingagroupofguests:

“Gentlemen”“Ladies”“Ladies&gentlemen”

6Everyguestlovestohearyourememberhisname:

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

“Andyourinitials,please?”“Andyourfirstname,please?”Everyguestlovestohearyourememberhisname:Neversay:“Yourwife”(or“husband”).Usethesurname,say:“Mrs.”or“Mr.”Ifyouarenotsuretheyaremarried,say:“Theladywithyou.”or“Thegentlemanwithyou.”8Greetings:

Accordingtothetimeofday,say:“Goodmorning,sir/madam.”“Goodafternoon,sir/madam.”“Goodevening,sir/madam.”

Add:

“MayIbeofyourservice,madam?”“MayIbeofyourservice,sir?”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?”12Exchangeofgreetings:Iftheguestgreetsyoufirstwith“Howareyou?””,say:“Verywell,thankyou.(Andyou?)Ifyouhaveanaccident,andtheguestseesit,theguestaskyou:“Areyouallright?”or“Haveyouhurtyourself?”,say:“I’mallright,thankyou.”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.”16Introducingyourself:“Mynameis.Ifthereisanythingwecandoforyou,justletusknow.”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?”20Whenguestsaskforsomethingthatyouarenotsureyoucanprovideanswerhonestly:“Ifyouwaitamoment,sir/madam,I’lltrytofindout.”“I’msorry,madam,I’’mafraidI’mnotsure,butI’llasksomeoneforyou.”O(jiān)nreturningwithapositiveanswer,say:“Thankyouforwaiting.Wedohave……available.”21Whengueststhankyou:Alwaysreplywithasmile,usingoneofthefollowing:“It’smypleasure.”“Mypleasure.I’mhappyeverythingwassatisfactory.””“You’’remostwelcome.”“Gladtobeofservice.Pleasefeelfreetocontactusanytime.”“Thankyou.”22Whenguestsapologizebysaying,““Sorry”,say:“That’sallright.”“Itdoesn’tmatter.”23GivingwaytoguestRememberalwaystoletguestsgofirst:“Afteryou,madam/sir.”Whenguestspassyouandsay:“Excuseme”,Youreplyis:“Certainly,Sir,afteryou.”24GivingwaytoguestIfyouhavetopassinfrontofaguest,say:“Excuseme,please.”“MayIcomethrough,please?””Ifyousneeze,coughaccidentallywhileserving,say:“Excuseme”or“Pardonme”.25Whenaguestasksifhemaytakesomething“Certainly,pleasehelpyourself,sir/madam.””“Certainly,sir/madam.”Ifyouseeaguestneedshelpwithachairorparcel,say:“MayIhelpyouwiththat,madam?”“Letmehelpyouwithit,sir.”26Whenguestsaskforsomethingandyoucan’’tobligeYoushouldsay:“I’’mafraidsuchinformationisconfidential.””“Iregret,wecan’’tguarantee,butwe’’lldoourbest.””“Unfortunately,dogsarenotallowedhere.””27Whenaguestgivesyousomething:Sometimesguests,outofpoliteness,offeryouadrink;somesweetstheyareeating;orasouvenir,etc.Replygraciously:“That’’sverykindofyou.Butno,thankyou.”Ifitissomethingyoucanaccept,say:“That’’sverykindofyou.Thankyouverymuch.””28Tosay““YES””“Yes,madam/sir.””“YesIwill,sir.””(Ifyouareaskedtoremembersomething)“I’’llseetoitrightaway;madam.””“Yes,certainly,justleaveit(everything)tous,sir.””“Certainly,Mr.We’’rehappytodoit.””“Verygood,sir.We’’dbegladtohelp.””“Certainly,sir.””“That’’scorrect.””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:“Thankyouforstayingwithus.”“Thankyouforcoming.Pleasecomeagain.”“Good-bye,madam&sir.”Ifaguestisleavinghotel(afterastay),say:“Ihopeyouenjoyedyourstaywithus,madam&sir.Good-bye.”“Haveapleasantjourneyhome.Mr.&Mrs.””“Haveanicetriphome,wealllookforwardtoseeingyousoon.””45Givingdirections:“Itwillbeonyourrighthandside.Youwon’tmissit.”“Gouptheroadtoyourlefttillyoucometothejunction.”“Goalongthisstreetandcrossatthetrafficlights.””“Whenyoucometothejunction,bearleftandtakethesecondturningontheright.”“Gostraightahead.”46Givingdirections:“Turnleft/rightatthefirstcorner.”“Gouptheescalator.””“Godowntothelobby.”“Pleasetaketheliftto3rdfloor.””“Pleasetaketheescalatorto2ndfloor.””47此項(xiàng)培訓(xùn)訓(xùn)結(jié)束謝謝謝大大家!9、靜夜四無(wú)無(wú)鄰，荒居居舊業(yè)貧。。。1月-231月-23Thursday,January5,202310、雨中黃葉葉樹，燈下下白頭人。。。23:08:1623:08:1623:081/5/202311:08:16PM11、以我獨(dú)沈久久，愧君相見見頻。。1月-2323:08:1623:08Jan-2305-Jan-2312、故人江海別別，幾度隔山山川。。23:08:1623:08:1623:08Thursday,January5,202313、乍乍見見翻翻疑疑夢(mèng)夢(mèng)，，相相悲悲各各問(wèn)問(wèn)年年。。。。1月月-231月月-2323:08:1623:08:16January5,202314、他他鄉(xiāng)鄉(xiāng)生生白白發(fā)發(fā)，，舊舊國(guó)國(guó)見見青青山山。。。。05一一月月202311:08:16下下午午23:08:161月月-2315、比不了了得就不不比，得得不到的的就不要要。。。一月2311:08下下午1月-2323:08January5,202316、行動(dòng)出成果果，工作出財(cái)財(cái)富。。2023/1/523:08:1623:08:1605January202317、做前，能能夠環(huán)視四四周；做時(shí)時(shí)，你只能能或者最好好沿著以腳腳為起點(diǎn)的的射線向前前。。11:08:16下下午11:08下午23:08:161月-239、沒沒有有失失敗敗，，只只有有暫暫時(shí)時(shí)停停止止成成功功??！。。1月月-231月月-23Thursday,January5,202310、很很多多事事情情努努力力了了未未必必有有結(jié)結(jié)果果，，但但是是不不努努力力卻卻什什么么改改變變也也沒沒有有。。。。23:08:1623:08:1623:081/5/202311:08:16PM11、成功功就是是日復(fù)復(fù)一日日那一一點(diǎn)點(diǎn)點(diǎn)小小小努力力的積積累。。。1月-2323:08:1623:08Jan-2305-Jan-2312、世間間成事事，不不求其其絕對(duì)對(duì)圓滿滿，留留一份份不足足，可可得無(wú)無(wú)限完完美。。。23:08:1623:08:1623:08Thursday,January5,202313、不知香香積寺，，數(shù)里入入云峰。。。1月-231月-2323:08:1623:08:16January5,202314、意志堅(jiān)強(qiáng)強(qiáng)的人能把把世界放在在手中像泥泥塊一樣任任意揉捏。。05一月月202311:08:16下下午23:08:161月-2315、楚楚塞塞三三湘湘接接，，荊荊門門九九派派通通。。。。。一月月2311:08下下午午1月月-232