1、酒店基礎(chǔ)禮貌服務(wù)英語(yǔ),Hotel English,一、與客人打招呼,禮貌地與客人打招呼及稱呼客人，表示你對(duì)他們的熱情歡迎： “早上好，小姐/先生?！薄癎ood morning, madam/sir.” “下午好，小姐/先生?！薄癎ood afternoon, madam/sir.” “晚上好，小姐/先生。”“Good evening, madam/sir.”,客人喜歡聽(tīng)你稱呼他的姓氏，因此盡可能常用，如：“王先生，陳小姐，李太太”等。 “很高興再次見(jiàn)到您（歡迎再次光臨），王先生?！?“Nice to see/ meet you again, Mr. Wang.” 或與客人互相寒暄： “您今天好

2、嗎？” “How are you ( today)?” “我很好，謝謝，你呢？” “Im fine, thank you, and you?” “很好，謝謝您？” “Im very well, /Im fine, too. Thank you.”, Useful Words and Expressions: 1) Sir 2) Madam 3) Miss 4) Ms 5) meet 6) Good morning/ afternoon/ evening! 7) Glad / Nice to 8) How do you do? /How are you ?,二、主動(dòng)向客人提供幫助, “我可以幫您

3、嗎？” “May I help you?”/“What can I do for you ?” 盡量為客人多做一點(diǎn)： “還有什么需要我?guī)湍鷨幔俊?“Is there anything else I can do for you?” Useful Words and Expressions: 1) May /Can I ? 2) If you need my help, just call me please.,三、記住一些客人喜歡的言詞, “謝謝?！薄癟hank you.” “別客氣。”“You are welcome.” “對(duì)不起?！薄癐m sorry.” “沒(méi)關(guān)系?！薄癟hats all

4、right.” “請(qǐng)?！薄癙lease.” “很高興為您效勞?！薄癐t is my pleasure.”, Useful Words and Expressions: 1) Welcome . 2) Thats all right. 3) It is my pleasure.,四、 打擾客人之前，要提示客人, “打擾了”“Excuse me” 這個(gè)情形可能包括諸如：打斷客人談話，為客人上菜時(shí)，進(jìn)客房之前，請(qǐng)客人讓路，你在服務(wù)時(shí)中途退場(chǎng)等。,五、向客人呈遞某物時(shí), “這是您的” “Here is / are your (key, newspaper, boiled water, breakfas

5、t, lunch ,supper”) / “Here you are.”,六、要客人等待時(shí)，要先有交代, “請(qǐng)稍等一會(huì)兒。”“Just a moment, please./Wait a minute, please.” “我一會(huì)兒就來(lái)。”“I will be with you in a moment.” 再返回客人身邊時(shí)，對(duì)久等的客人說(shuō)抱歉： “對(duì)不起，讓您久等了?！薄癝orry to have kept you waiting .”, Useful Words and Expressions: 1) moment 2) wait 3) I will be 4) Sorry to,七、聽(tīng)不明白

6、客人說(shuō)話時(shí)，不要臆想，你可以, “請(qǐng)?jiān)僬f(shuō)一遍好嗎？” “I am sorry, I dont understand. Could you show me?”/“ I beg your pardon.”,八、當(dāng)客人因行動(dòng)笨拙而顯露尷尬時(shí)，安慰客人說(shuō), “請(qǐng)慢慢來(lái)，別著急?！薄癙lease take your time, theres no hurry.”,九、向客人作自我介紹, “我叫杰克。如果有什么需要我?guī)兔?，?qǐng)告訴我。” “My name is Jack. Please let me know if theres anything I can do for you.”/“Can I help

7、 you? ”,十、與客人友好地告別，讓客人對(duì)你和酒店留下深刻印象, “再見(jiàn)?！薄癎oodbye.” “祝您今天過(guò)得愉快。”“Have a nice day.” “祝您在這居住愉快?！薄癢ish you happy here.” 對(duì)要離店客人報(bào)以祝愿： “希望很快又見(jiàn)到您。” “Hope to see you again soon.” “祝您一路順風(fēng)。”“Have a nice trip.”,十一、在三響之內(nèi)迅速接聽(tīng)電話,拿起電話時(shí)： “早上好/ 下午好/ 晚上好，（這是）_（部門/ 部份名稱）。 我是，我可以幫您嗎？ “Good morning/ Good afternoon/ Good e

8、vening, (This is) (Name of your department/ outlet).speaking. May I help you?” 掛電話前： “多謝您的來(lái)電?！薄癟hank you for calling.”,十二、禮貌地回應(yīng)客人的請(qǐng)求或詢問(wèn),當(dāng)你能滿足客人要求時(shí)，要馬上采取行動(dòng)： “好的，小姐/先生，我馬上拿給您?！?“Certainly, madam/sir. I will get it right away.” “是的，小姐/先生，我馬上幫您處理?！?“Yes, madam/sir. I will take care of it at once.”,當(dāng)你不能滿

9、足客人要求時(shí)： “我恐怕這違反酒店的規(guī)定?！?“Im afraid it is against hotel regulation.” “對(duì)不起，我們不允許這樣做。” “Im sorry, we are not allowed to do this.” “對(duì)不起，恐怕我們沒(méi)有（客人要的東西）?！?“I m sorry, I m afraid we dont have (things guests want).” 這時(shí)向客人作其它介紹或建議是非常重要的。 “我可以建議（你聯(lián)系地下層的銀行）嗎？” “May I suggest (you contact the bank in the basemen

10、t)?”,當(dāng)你對(duì)客人的詢問(wèn)不肯定時(shí)： “對(duì)不起，我不太確定。如果您能等一會(huì)，我馬上去查找?！?“Sorry, I am not sure. If you wait a minute, Ill try to find out.”,十三、當(dāng)你請(qǐng)求客人做某事時(shí)：, “您可以（在這里簽名）嗎？” “Could you (sign here)?” “您介意（稍后再來(lái)電話）嗎？”“Would you mind (calling back later)?” “我可以知道（您的姓名）嗎？”“May I (have your name)?”,十四、為客人指示方向, “請(qǐng)跟我來(lái)?！?“Follow me plea

11、se.” “請(qǐng)一直往前走?！薄癙lease go straight ahead.” “請(qǐng)向右轉(zhuǎn)/左轉(zhuǎn)?！薄癙lease turn right / left.” “它在 樓。”“It is on the floor.”,十五、處理投訴與錯(cuò)誤, “謝謝您告訴我們，小姐/先生。我會(huì)馬上向經(jīng)理報(bào)告這件事，請(qǐng)接受我們的道歉?！?“Thank you for telling us, madam / sir, Ill inform my manager about it at once. ” “Please accept our apology.” “我非常抱歉，小姐/先生，是我們出差錯(cuò)了，我馬上改正過(guò)來(lái)。