酒店礼貌服务英语

金陵苏源大酒店

新员工入职培训

第一页，共四十八页。1金陵连锁酒店礼貌服务英语

COURTESYHOTELENGLISH

第二页，共四十八页。2Wordswhichare“musts”inEnglish:

Please;Thankyou;Excuseme;Pardon;Sosorry.

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

“Mr.Smith,Thankyouverymuch”

“I’msosorrytohavebotheredyou.”第三页，共四十八页。3Addressingindividuals:

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

e.g.“Yes,sir.”

“Goodnight,madam.”“MayIhelpyou,sir?”

第四页，共四十八页。4Addressingagroupofguests:

“Gentlemen”“Ladies”“Ladies&gentlemen”

第五页，共四十八页。5Everyguestlovestohearyourememberhisname:

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

“Andyourinitials,please?”“Andyourfirstname,please?”第六页，共四十八页。6Everyguestlovestohearyourememberhisname:Neversay:“Yourwife”(or“husband”).Usethesurname,say:“Mrs.”or“Mr.”Ifyouarenotsuretheyaremarried,say:“Theladywithyou.”or“Thegentlemanwithyou.”第七页，共四十八页。7Greetings:

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

Add:

“MayIbeofyourservice,madam?”“MayIbeofyourservice,sir?”第八页，共四十八页。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.”第九页，共四十八页。9Exchangeofgreetings:

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

“I’mgladtohearthat.”Ifheanswerssomethingnotverypositiveabouthimself,say:“I’msorrytohearthat,Ihopeyouarebetternow.”“I’msorrytohearthat,takeiteasytoday.”“I’msorrytohearthat,pleasetakecare.”第十页，共四十八页。10Exchangeofgreetings:Ifaguestsneezeswhiletalkingtoyou,say:

“Blessyou.”Ifaguesthurtshimself,say:“Ihopeyoudidnothurtyourself.”“Areyouallright,sir/madam?”第十一页，共四十八页。11Exchangeofgreetings:Iftheguestgreetsyoufirstwith“Howareyou?”,say:“Verywell,thankyou.(Andyou?)Ifyouhaveanaccident,andtheguestseesit,theguestaskyou:“Areyouallright?”or“Haveyouhurtyourself?”,say:“I’mallright,thankyou.”第十二页，共四十八页。12Onleaving,say:

“Haveaniceday.”“Haveapleasantevening.”“Haveagoodweekend.”Ifaguestwishesyoufirstbysaying“Haveagoodday.”Thankhimandreply:“Thankyou,youtoo.Mr..”“Thesametoyou,sir/madam.”

第十三页，共四十八页。13Answeringaguest’scall:Say:

“Yes,Mr..MayIhelpyou?”Ifyoucan’tattendtotheclientimmediately,saywithasmile:“I’llbewithyouinamoment,sir.”“Itwon’tbetoolong,sir.”“It’sonlybeafewmoments.”“I’mservingthisgentlemanatthemoment.I’llberightback.”第十四页，共四十八页。14Answeringaguest’scall:Neversay:

“Waitaminute.”Say:“Justamoment,please.”

“Wouldyoupleasewaitamoment?”Ifyouarestillnotabletoservehim/her,say:

“Sorrytokeepyouwaiting,sir/madam.”Whenreturningtotheguest,say:

“Thankyouforwaiting.”

第十五页，共四十八页。15Introducingyourself:

“Mynameis.Ifthereisanythingwecandoforyou,justletusknow.”

第十六页，共四十八页。16Whenguestsaskforsomething:Saycheerfully:“Certainly,sir,ifyoucanexcuseme,I’llgoandgetitforyounow.”“yes,sir.”“Certainly,madam.I’llhappytodoit.”“Hereisyour,Mr.第十七页，共四十八页。17Whenguestsaskforsomething:Ifyouhavetoleavetheguesttogetwhattheywant,say:“Justamoment,please,sir.I’llgoandgetitrightaway.”Whenyoureturn,say:“I’msorrytohavekeptyouwaiting.”“Hereyouare.”第十八页，共四十八页。18Whenguestsaskforsomethingthatyoucan’tprovide,say:

“I’mverysorrywehaverunoutof….”“I’msorrysir,I’mafraidwearefullybooked.Perhapsyouwouldlikemetobookyouaroominanotherhotel.”“Sorrysir,I’mafraidwedon’thaveanysinglerooms.Howaboutadoubleroom?”第十九页，共四十八页。19Whenguestsaskforsomethingthatyouarenotsureyoucanprovideanswerhonestly:

“Ifyouwaitamoment,sir/madam,I’lltrytofindout.”“I’msorry,madam,I’mafraidI’mnotsure,butI’llasksomeoneforyou.”Onreturningwithapositiveanswer,say:“Thankyouforwaiting.Wedohave…available.”

第二十页，共四十八页。20Whengueststhankyou:

Alwaysreplywithasmile,usingoneofthefollowing:“It’smypleasure.”“Mypleasure.I’mhappyeverythingwassatisfactory.”“You’remostwelcome.”“Gladtobeofservice.Pleasefeelfreetocontactusanytime.”“Thankyou.”第二十一页，共四十八页。21Whenguestsapologizebysaying,“Sorry”,say:“That’sallright.”“Itdoesn’tmatter.”

第二十二页，共四十八页。22Givingwaytoguest

Rememberalwaystoletguestsgofirst:“Afteryou,madam/sir.”Whenguestspassyouandsay:“Excuseme”,Youreplyis:

“Certainly,Sir,afteryou.”第二十三页，共四十八页。23GivingwaytoguestIfyouhavetopassinfrontofaguest,say:“Excuseme,please.”“MayIcomethrough,please?”Ifyousneeze,coughaccidentallywhileserving,say:“Excuseme”or“Pardonme”.第二十四页，共四十八页。24Whenaguestasksifhemaytakesomething

“Certainly,pleasehelpyourself,sir/madam.”“Certainly,sir/madam.”Ifyouseeaguestneedshelpwithachairorparcel,say:“MayIhelpyouwiththat,madam?”“Letmehelpyouwithit,sir.”第二十五页，共四十八页。25Whenguestsaskforsomethingandyoucan’toblige

Youshouldsay:“I’mafraidsuchinformationisconfidential.”“Iregret,wecan’tguarantee,butwe’lldoourbest.”“Unfortunately,dogsarenotallowedhere.”第二十六页，共四十八页。26Whenaguestgivesyousomething:

Sometimesguests,outofpoliteness,offeryouadrink;somesweetstheyareeating;orasouvenir,etc.Replygraciously:“That’sverykindofyou.Butno,thankyou.”Ifitissomethingyoucanaccept,say:

“That’sverykindofyou.Thankyouverymuch.”第二十七页，共四十八页。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.”第二十八页，共四十八页。28Tosay“NO”toaguest’srequest:Say:

“Thatwon’tbenecessary,thankyou.”“I’msorry,there’snodiscount.”“Iregretthatwecan’tofferyou.”“Notreally.It’sgoodvaluefortheprice.”Add:“MayIbeofanyfurtherassistance,sir?”

第二十九页，共四十八页。29Breakingawayfromconversationwithguests:

Say:

“Excuseme.Aguestiswaitingforme.”“I’msorry,sir.Imustgo.Nicetalkingwithyou.”“Willyouexcuseme,please?”Add:

“Haveapleasant(good/nice)day,madam&sir.”

“Goodday,Mr.….”第三十页，共四十八页。30Ifaguestexplainssomething:

Maintaineyecontact,nod,andsay:“Isee.”“Yes,Isee.”“Oh,Isee.”第三十一页，共四十八页。31Ifaguestexplainssomething:Ifyouagree,youcansay:“That’strue.”“Yes,exactly.”“Iagree.”Ifyouaresurprisedatwhatyouhear,youcansay:“Really?How/veryinteresting.”“Isthatso?第三十二页，共四十八页。32Whenaguestisembarrassedbecauseheisslowandclumsy(orhandicapped):

Say:

“Pleasetakeyourtime,sir/madam.There’snohurry.”

“Don’tworry,sir/madam.We’llseetoit.”(We’llcleanitup.Etc.)

第三十三页，共四十八页。33Whenyoubreakintotheguests’conversation:

“Excuseme,sir,mayIhaveyourmembershipcard(creditcard/roomnumber),please?”“Excusemeforinterrupting.”“MayItakeupafewmomentsofyourtime?”“Mayspeaktoyouforamomentsir/madam?”Afterwards,say:“Sorrytohavebotheredyou,madam.”第三十四页，共四十八页。34Whenagustasksyoutohurryup.

Say:

“Thankyouforwaiting.I’llseetoitrightaway.”

第三十五页，共四十八页。35Guestsdemandingservice:Youcanonlyserveonepersonatatime,sosaypleasantly(Smiling):“MayIaskwho’snext,please?”“I’llbewithyouinamoment,sir/madam.”(totheguestwhoisstillwaiting)

Iftheguestbreaksaqueuetodemandservice,say:

“I’msorry,Imusttakeeachguestbyturn,sir/madam.I’llbewithyouassoonaspossible.”第三十六页，共四十八页。36Onpickingupatelephoneforanincomingcall:Answerwithasmileinyourvoice:“Goodmorning/afternoon/evening,Reservation(departmentetc.)MayIhelpyou?”Ifaguestwantsanoutsideline,say:

“Pleasedial0first,sir.”第三十七页，共四十八页。37Handlingmistakes:

Say:

“I’mverysorry.Therecouldhavebeenamistake.Idoapologize.”“I’msorry,sir/madam.I’lllookintothematteratonce.”“Thankyouforwaiting.”第三十八页，共四十八页。38Acceptingcomplaints/criticism:Say:

“Thankyoufortellingus,madam.Itwon’thappenagain,Pleaseacceptourapologies.Iwillletthepersoninchargeknow.”第三十九页，共四十八页。39Whenyoudon’tunderstand:

Say:

“I’msorrywouldyoupleaserepeatit?”“I’msorry,Idon’tquiteunderstand.ShouldIgetthemanager?”“Ibegyourpardon,sir/madam.”Iftheguestdoesn'tunderstandyou,say:“MayIshowyou,please?”第四十页，共四十八页。40Whenaskingtheguesttodosomething:Neversay:

“Gotothenextcounter.”Say:

“Wouldyoupleasegotothenextcounter?”Starttherequestwith:“Wouldyouplease….?”“MayI…?”第四十一页，共四十八页。41Whentheguesthandsyouwhatyourequested:E.g.Cheque;card,key,etc.,say:“Thankyou,sir/madam.”第四十二页，共四十八页。42Acceptingcompliments:Say:

“Thankyou.”Ifaguestpraisesyourhotel,say:“I’mgladtohearthat.”“Thankyouforyourcompliment.”第四十三页，共四十八页。43Good-byes:“Thankyouforstayin