某連鎖酒店禮貌服務英語培訓

1、 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza1金陵蘇源大酒店新員工入職培訓 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza2 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza3 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.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza4 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?” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza5 “Gentlemen” “Ladies” “Ladies & gentlemen” 金陵蘇源大酒店金陵蘇

3、源大酒店培訓資料培訓資料 Suyuan Jinling Plaza6Every 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 fi

4、rst name, please?” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 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.” 金陵蘇源大酒店金陵蘇源大酒店培訓資

5、料培訓資料 Suyuan Jinling Plaza8 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?” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza9 Follow with: “Welcome back to * hote

6、l, 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.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza10 “How are

7、 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、金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza11 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?” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza12 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.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza13 “Have a nice day.” “Have a pleasant evening.” “Have a good weeke

10、nd.” 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.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza14 Say: “Yes, Mr. . May I help you?” If you cant attend to the client immediately, say with a smile: “Ill be with yo

11、u 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.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza15 Never say: “Wait a minute.” Say: “ Just a moment, please.” “Would you please wait a moment?” If you are still not

12、able to serve him/her, say: “Sorry to keep you waiting, sir/madam.” When returning to the guest, say: “Thank you for waiting.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza16 “My name is . If there is anything we can do for you, just let us know.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza17 Say chee

13、rfully: “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. 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza18 If you have to leave the guest to get what they want, say: “Just a moment, please, sir. Ill go and get

14、it right away.” When you return, say: “Im sorry to have kept you waiting.” “Here you are.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza19 “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, Im a

15、fraid we dont have any single rooms. How about a double room?” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza20 “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 waiting

16、. We do have available.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza21 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 you.” 金陵

17、蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza22 “Thats all right.” “It doesnt matter.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza23 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.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料

18、 Suyuan Jinling Plaza24 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”. 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza25 “Certainly, please help yourself, sir/madam.” “Cert

19、ainly, 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.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza26 You should say: “Im afraid such information is confidential.” “I regret, we cant guarantee, but well do our b

20、est.” “Unfortunately, dogs are not allowed here.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza27 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 accept, s

21、ay: “Thats very kind of you. Thank you very much.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza28 “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 happy to do

22、it.” “Very good, sir. Wed be glad to help.” “Certainly, sir.” “Thats correct.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza29 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 be of any

23、further assistance, sir?” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza30 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. .” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyu

24、an Jinling Plaza31 Maintain eye contact, nod, and say: “I see. ” “Yes, I see.” “Oh, I see.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza32 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

25、 so? 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza33 Say: “Please take your time, sir/madam. Theres no hurry.” “Dont worry, sir/madam. Well see to it.” (Well clean it up. Etc.) 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza34 “Excuse me, sir, may I have your membership card (credit card/ room number), pl

26、ease?” “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.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza35 Say:“Thank you for waiting. Ill see to it right away.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓

27、資料 Suyuan Jinling Plaza36 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 guest by turn,

28、sir/madam. Ill be with you as soon as possible.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza37 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.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓

29、資料 Suyuan Jinling Plaza38 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.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza39 Say: “Thank you for telling us, madam. It wont happen again, Please accept

30、 our apologies. I will let the person in charge know.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza40 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, p

31、lease?” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza41 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 ?” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza42 E.g. Cheque; card, key, etc., say: “Thank you, sir/madam.” 金陵蘇源大酒店金陵蘇源大酒店培訓資料培訓資料 Suyuan Jinling Plaza43 Say: “Thank you.” If a guest praises you