金陵蘇源大酒店

新員工入職培訓

1金陵連鎖酒店禮貌服務英語

COURTESYHOTELENGLISH

2Wordswhichare“musts”inEnglish:

Please;Thankyou;Excuseme;Pardon;Sosorry.

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

“Mr.Smith,Thankyouverymuch”

“I’msosorrytohavebotheredyou.”3Addressingindividuals:

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

e.g.“Yes,sir.”

“Goodnight,madam.”“MayIhelpyou,sir?”

4Addressingagroupofguests:

“Gentlemen”“Ladies”“Ladies&gentlemen”

5Everyguestlovestohearyourememberhisname:

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

“Andyourinitials,please?”“Andyourfirstname,please?”6Everyguestlovestohearyourememberhisname:Neversay:“Yourwife”(or“husband”).Usethesurname,say:“Mrs.”or“Mr.”Ifyouarenotsuretheyaremarried,say:“Theladywithyou.”or“Thegentlemanwithyou.”7Greetings:

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

Add:

“MayIbeofyourservice,madam?”“MayIbeofyourservice,sir?”8Greetings: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.”9Exchangeofgreetings:

“Howareyoutoday/thismorning,Mr.?”Ifheanswers,“Fine,thankyou.”,say:

“I’mgladtohearthat.”Ifheanswerssomethingnotverypositiveabouthimself,say:“I’msorrytohearthat,Ihopeyouarebetternow.”“I’msorrytohearthat,takeiteasytoday.”“I’msorrytohearthat,pleasetakecare.”10Exchangeofgreetings:Ifaguestsneezeswhiletalkingtoyou,say:“Blessyou.”Ifaguesthurtshimself,say:“Ihopeyoudidnothurtyourself.”“Areyouallright,sir/madam?”11Exchangeofgreetings:Iftheguestgreetsyoufirstwith“Howareyou?””,say:“Verywell,thankyou.(Andyou?)Ifyouhaveanaccident,andtheguestseesit,theguestaskyou:“Areyouallright?”or“Haveyouhurtyourself?”,say:“I’mallright,thankyou.”12Onleaving,say:“Haveaniceday.”“Haveapleasantevening.”“Haveagoodweekend.”Ifaguestwishesyoufirstbysaying“Haveagoodday.”Thankhimandreply:“Thankyou,youtoo.Mr..””“Thesametoyou,sir/madam.””13Answeringaguest’scall:Say:“Yes,Mr..MayIhelpyou?””Ifyoucan’tattendtotheclientimmediately,saywithasmile:“I’llbewithyouinamoment,sir.”“Itwon’tbetoolong,sir.”“It’sonlybeafewmoments.””“I’mservingthisgentlemanatthemoment.I’’llberightback.”14Answeringaguest’scall:Neversay:“Waitaminute.”Say:“Justamoment,please.””“Wouldyoupleasewaitamoment?””Ifyouarestillnotabletoservehim/her,say:“Sorrytokeepyouwaiting,sir/madam.”Whenreturningtotheguest,say:“Thankyouforwaiting.”15Introducingyourself:“Mynameis.Ifthereisanythingwecandoforyou,justletusknow.””16Whenguestsaskforsomething:Saycheerfully:“Certainly,sir,ifyoucanexcuseme,I’’llgoandgetitforyounow.””“yes,sir.””“Certainly,madam.I’’llhappytodoit.””“Hereisyour,Mr.17Whenguestsaskforsomething:Ifyouhavetoleavetheguesttogetwhattheywant,say:“Justamoment,please,sir.I’’llgoandgetitrightaway.””Whenyoureturn,say:“I’’msorrytohavekeptyouwaiting.””“Hereyouare.””18Whenguestsaskforsomethingthatyoucan’’tprovide,say:“I’’mverysorrywehaverunoutof…….””“I’’msorrysir,I’’mafraidwearefullybooked.Perhapsyouwouldlikemetobookyouaroominanotherhotel.””“Sorrysir,I’’mafraidwedon’’thaveanysinglerooms.Howaboutadoubleroom?””19Whenguestsaskforsomethingthatyouarenotsureyoucanprovideanswerhonestly:“Ifyouwaitamoment,sir/madam,I’’lltrytofindout.””“I’’msorry,madam,I’’mafraidI’’mnotsure,butI’’llasksomeoneforyou.””Onreturningwithapositiveanswer,say:“Thankyouforwaiting.Wedohave……available.””20Whengueststhankyou:Alwaysreplywithasmile,usingoneofthefollowing:“It’’smypleasure.””“Mypleasure.I’’mhappyeverythingwassatisfactory.””“You’’remostwelcome.””“Gladtobeofservice.Pleasefeelfreetocontactusanytime.””“Thankyou.””21Whenguestsapologizebysaying,““Sorry””,say:“That’’sallright.”“Itdoesn’tmatter.”22GivingwaytoguestRememberalwaystoletguestsgofirst:“Afteryou,madam/sir.”Whenguestspassyouandsay:“Excuseme”,Youreplyis:“Certainly,Sir,afteryou.”23GivingwaytoguestIfyouhavetopassinfrontofaguest,say:“Excuseme,please.”“MayIcomethrough,please?””Ifyousneeze,coughaccidentallywhileserving,say:“Excuseme””or““Pardonme”.24Whenaguestasksifhemaytakesomething“Certainly,pleasehelpyourself,sir/madam.””“Certainly,sir/madam.””Ifyouseeaguestneedshelpwithachairorparcel,say:“MayIhelpyouwiththat,madam?”“Letmehelpyouwithit,sir.””25Whenguestsaskforsomethingandyoucan’tobligeYoushouldsay:“I’’mafraidsuchinformationisconfidential.”“Iregret,wecan’tguarantee,butwe’lldoourbest.”“Unfortunately,dogsarenotallowedhere.””26Whenaguestgivesyousomething:Sometimesguests,outofpoliteness,offeryouadrink;somesweetstheyareeating;orasouvenir,etc.Replygraciously:“That’sverykindofyou.Butno,thankyou.”Ifitissomethingyoucanaccept,say:“That’sverykindofyou.Thankyouverymuch.””27Tosay““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.””28Tosay““NO””toaguest’’srequest:Say:“Thatwon’tbenecessary,thankyou.””“I’’msorry,there’snodiscount.””“Iregretthatwecan’tofferyou.””“Notreally.It’sgoodvaluefortheprice.”Add:“MayIbeofanyfurtherassistance,sir?”29Breakingawayfromconversationwithguests:Say:“Excuseme.Aguestiswaitingforme.””“I’’msorry,sir.Imustgo.Nicetalkingwithyou.””“Willyouexcuseme,please?””Add:“Haveapleasant(good/nice)day,madam&sir.””“Goodday,Mr.…….””30Ifaguestexplainssomething:Maintaineyecontact,nod,andsay:“Isee.””“Yes,Isee.””“Oh,Isee.””31Ifaguestexplainssomething:Ifyouagree,youcansay:“That’’strue.””“Yes,exactly.””“Iagree.””Ifyouaresurprisedatwhatyouhear,youcansay:“Really?How/veryinteresting.””“Isthatso?32Whenaguestisembarrassedbecauseheisslowandclumsy(orhandicapped):Say:“Pleasetakeyourtime,sir/madam.There’’snohurry.””“Don’’tworry,sir/madam.We’’llseetoit.””(We’’llcleanitup.Etc.)33Whenyoubreakintotheguests’’conversation:“Excuseme,sir,mayIhaveyourmembershipcard(creditcard/roomnumber),please?”“Excusemeforinterrupting.”“MayItakeupafewmomentsofyourtime?”“Mayspeaktoyouforamomentsir/madam?”Afterwards,say:“Sorrytohavebotheredyou,madam.””34Whenagustasksyoutohurryup.Say:“Thankyouforwaiting.I’’llseetoitrightaway.””35Guestsdemandingservice:Youcanonlyserveonepersonatatime,sosaypleasantly(Smiling):“MayIaskwho’snext,please?””“I’llbewithyouinamoment,sir/madam.”(totheguestwhoisstillwaiting)Iftheguestbreaksaqueuetodemandservice,say:“I’msorry,Imusttakeeachguestbyturn,sir/madam.I’llbewithyouassoonaspossible.”36Onpickingupatelephoneforanincomingcall:Answerwithasmileinyourvoice:“Goodmorning/afternoon/evening,Reservation(departmentetc.)MayIhelpyou?”Ifaguestwantsanoutsideline,say:“Pleasedial0first,sir.”37Handlingmistakes:Say:“I’mverysorry.Therecouldhavebeenamistake.Idoapologize.”“I’msorry,sir/madam.I’lllookintothematteratonce.”“Thankyouforwaiting.”38Acceptingcomplaints/criticism:Say:“Thankyoufortellingus,madam.Itwon’’thappenagain,Pleaseacceptourapologies.Iwillletthepersoninchargeknow.”39Whenyoudon’tunderstand:Say:“I’msorrywouldyoupleaserepeatit?”“I’msorry,Idon’tquiteunderstand.ShouldIgetthemanager?”“Ibegyourpardon,sir/madam.””Iftheguestdoesn'tunderstandyou,say:“MayIshowyou,please?””40Whenaskingtheguesttodosomething:Neversay:“Gotothenextcounter.””Say:“Wouldyoupleasegotothenextcounter?”Starttherequestwith:“Wouldyouplease….?”“MayI…?”41Whentheguesthandsyouwhatyourequested:E.g.Cheque;card,key,etc.,say:“Thankyou,sir/madam.”42Acceptingcompliments:Say:“Thankyou.”Ifaguestpraisesyourhotel,say:“I’mgladtohearthat.”“Thankyouforyourcompliment.”43Good-byes:“Thankyouforstayingwithus.”“Thankyouforcoming.Pleasecomeagain.”“Good-bye,madam&sir.”Ifaguestisleavinghotel(afterastay),say:“Ihopeyouenjoyedyourstaywithus,madam&sir.Good-bye.”“Haveapleasantjourneyhome.Mr.&Mrs.””“Haveanicetriphome,wealllookforwardtoseeingyousoon.”44Givingdirections:“Itwillbeonyourrighthandside.Youwon’’tmissit.”“Gouptheroadtoyourlefttillyoucometothejunction.”“Goalongthisstreetandcrossatthetrafficlights.”“Whenyoucometothejunction,bearleftandtakethesecondturningontheright.”“Gostraightahead.”45Givingdirections:“Turnleft/rightatthefirstcorner.”“Gouptheescalator.”“Godowntothelobby.”“Pleasetaketheliftto3rdfloor.”“Pleasetaketheescalatorto2ndfloor.”46此項培訓結結束

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