金陵苏源大酒店新员工入职培训金陵连锁酒店礼貌服务英语COURTESYHOTELENGLISHWordswhichar
e“musts”inEnglish:Please;Thankyou;Excuseme;Pardon;Sos
orry.e.g.“Excuseme,sir.MayIknowyourname,please?”“Mr
.Smith,Thankyouverymuch”“I’msosorrytohavebotheredyou
.”Addressingindividuals:Ifyoudonotknowtheguest’sname,
addresshim/heras:“sir”or“madam”e.g.“Yes,sir.”“Good
night,madam.”“MayIhelpyou,sir?”?Addressingagroupofg
uests:“Gentlemen”“Ladies”“Ladies&gentlemen”?Everyguestl
ovestohearyourememberhisname:Ifyouarenotsureyouhave
therightname,say:“It’sMr…..,isn’tit?”Ifyoudonotknow
aguest’sname,say:“MayIknowyourname,sir/madam?”Ifyoun
eedthefullname,add:“Andyourinitials,please?”“Andyour
firstname,please?”Everyguestlovestohearyourememberhisn
ame:Neversay:“Yourwife”(or“husband”).Usethesurname,sa
y:“Mrs.”or“Mr.”Ifyouarenotsuretheyaremarried,sa
y:“Theladywithyou.”or“Thegentlemanwithyou.”Greetings:
Accordingtothetimeofday,say:“Goodmorning,sir/madam.”“G
oodafternoon,sir/madam.”“Goodevening,sir/madam.”Add:“May
Ibeofyourservice,madam?”“MayIbeofyourservice,sir?”
Greetings:Followwith:“Welcomebacktohotel,sir/madam.”
“Welcometohotel,sir/madam.”“It’snicetoseeyouagain,si
r/madam.”Fornewarrivals:“Didyouhaveanicetrip,sir/madam
?”Add:“Haveapleasantstayinhotel,sir/madam.”“Ihope
youenjoyyourstaywithus,sir/madam.”Exchangeofgreetings:
“Howareyoutoday/thismorning,Mr.?”Ifheanswers,“Fine
,thankyou.”,say:“I’mgladtohearthat.”Ifheanswerssom
ethingnotverypositiveabouthimself,say:“I’msorrytohear
that,Ihopeyouarebetternow.”“I’msorrytohearthat,take
iteasytoday.”“I’msorrytohearthat,pleasetakecare.”Excha
ngeofgreetings:Ifaguestsneezeswhiletalkingtoyou,say:“
Blessyou.”Ifaguesthurtshimself,say:“Ihopeyoudidnot
hurtyourself.”“Areyouallright,sir/madam?”Exchangeofg
reetings:Iftheguestgreetsyoufirstwith“Howareyou?”,say:
“Verywell,thankyou.(Andyou?)Ifyouhaveanaccident,and
theguestseesit,theguestaskyou:“Areyouallright?”or“Ha
veyouhurtyourself?”,say:“I’mallright,thankyou.”Onleav
ing,say:“Haveaniceday.”“Haveapleasantevening.”“Havea
goodweekend.”Ifaguestwishesyoufirstbysaying“Haveagood
day.”Thankhimandreply:“Thankyou,youtoo.Mr..”“Thes
ametoyou,sir/madam.”?Answeringaguest’scall:Say:“Yes,M
r..MayIhelpyou?”Ifyoucan’tattendtotheclientimmediat
ely,saywithasmile:“I’llbewithyouinamoment,sir.”“Itw
on’tbetoolong,sir.”“It’sonlybeafewmoments.”“I’mservin
gthisgentlemanatthemoment.I’llberightback.”Answeringa
guest’scall:Neversay:“Waitaminute.”Say:“Justamomen
t,please.”“Wouldyoupleasewaitamoment?”Ifyouarestilln
otabletoservehim/her,say:“Sorrytokeepyouwaiting,sir/m
adam.”Whenreturningtotheguest,say:“Thankyouforwaiting.
”Introducingyourself:“Mynameis.Ifthereisanythingw
ecandoforyou,justletusknow.”?Whenguestsaskforsometh
ing:Saycheerfully:“Certainly,sir,ifyoucanexcuseme,I’ll
goandgetitforyounow.”“yes,sir.”“Certainly,madam.I’llh
appytodoit.”“Hereisyour,Mr.Whenguestsaskforsometh
ing:Ifyouhavetoleavetheguesttogetwhattheywant,say:“
Justamoment,please,sir.I’llgoandgetitrightaway.”When
youreturn,say:“I’msorrytohavekeptyouwaiting.”“Hereyou
are.”Whenguestsaskforsomethingthatyoucan’tprovide,say:
“I’mverysorrywehaverunoutof….”“I’msorrysir,I’mafrai
dwearefullybooked.Perhapsyouwouldlikemetobookyouaro
ominanotherhotel.”“Sorrysir,I’mafraidwedon’thaveanysi
nglerooms.Howaboutadoubleroom?”Whenguestsaskforsomethi
ngthatyouarenotsureyoucanprovideanswerhonestly:“Ifyo
uwaitamoment,sir/madam,I’lltrytofindout.”“I’msorry,ma
dam,I’mafraidI’mnotsure,butI’llasksomeoneforyou.”Onr
eturningwithapositiveanswer,say:“Thankyouforwaiting.We
dohave…available.”Whengueststhankyou:Alwaysreplywit
hasmile,usingoneofthefollowing:“It’smypleasure.”“Mypl
easure.I’mhappyeverythingwassatisfactory.”“You’remostwelc
ome.”“Gladtobeofservice.Pleasefeelfreetocontactusanyt
ime.”“Thankyou.”Whenguestsapologizebysaying,“Sorry”,say:
“That’sallright.”“Itdoesn’tmatter.”GivingwaytoguestR
ememberalwaystoletguestsgofirst:“Afteryou,madam/sir.”Wh
enguestspassyouandsay:“Excuseme”,Youreplyis:“Certainly
,Sir,afteryou.”GivingwaytoguestIfyouhavetopassinfr
ontofaguest,say:“Excuseme,please.”“MayIcomethrough,pl
ease?”Ifyousneeze,coughaccidentallywhileserving,say:“Exc
useme”or“Pardonme”.Whenaguestasksifhemaytakesomethi
ng“Certainly,pleasehelpyourself,sir/madam.”“Certainly,sir
/madam.”Ifyouseeaguestneedshelpwithachairorparcel,sa
y:“MayIhelpyouwiththat,madam?”“Letmehelpyouwithit,
sir.”Whenguestsaskforsomethingandyoucan’tobligeYoush
ouldsay:“I’mafraidsuchinformationisconfidential.”“Iregre
t,wecan’tguarantee,butwe’lldoourbest.”“Unfortunately,do
gsarenotallowedhere.”Whenaguestgivesyousomething:Some
timesguests,outofpoliteness,offeryouadrink;somesweetst
heyareeating;orasouvenir,etc.Replygraciously:“That’sv
erykindofyou.Butno,thankyou.”Ifitissomethingyoucana
ccept,say:“That’sverykindofyou.Thankyouverymuch.”Tos
ay“YES”“Yes,madam/sir.”“YesIwill,sir.”(Ifyouareasked
toremembersomething)“I’llseetoitrightaway;madam.”“Yes,
certainly,justleaveit(everything)tous,sir.”“Certainly,Mr
.We’rehappytodoit.”“Verygood,sir.We’dbegladtohelp.”
“Certainly,sir.”“That’scorrect.”Tosay“NO”toaguest’srequ
est:Say:“Thatwon’tbenecessary,thankyou.”“I’msorry,ther
e’snodiscount.”“Iregretthatwecan’tofferyou.”“Notreally
.It’sgoodvaluefortheprice.”Add:“MayIbeofanyfurther
assistance,sir?”Breakingawayfromconversationwithguests:
Say:“Excuseme.Aguestiswaitingforme.”“I’msorry,sir.I
mustgo.Nicetalkingwithyou.”“Willyouexcuseme,please?”Ad
d:“Haveapleasant(good/nice)day,madam&sir.”“Goodday,M
r.….”Ifaguestexplainssomething:Maintaineyecontact,no
d,andsay:“Isee.”“Yes,Isee.”“Oh,Isee.”Ifaguestexpl
ainssomething:Ifyouagree,youcansay:“That’strue.”“Yes,e
xactly.”“Iagree.”Ifyouaresurprisedatwhatyouhear,youc
ansay:“Really?How/veryinteresting.”“Isthatso?Whenagu
estisembarrassedbecauseheisslowandclumsy(orhandicapped)
:Say:“Pleasetakeyourtime,sir/madam.There’snohurry.”?“
Don’tworry,sir/madam.We’llseetoit.”(We’llcleanitup.Etc
.)Whenyoubreakintotheguests’conversation:“Excuseme,si
r,mayIhaveyourmembershipcard(creditcard/roomnumber),pl
ease?”“Excusemeforinterrupting.”“MayItakeupafewmoments
ofyourtime?”“Mayspeaktoyouforamomentsir/madam?”After
wards,say:“Sorrytohavebotheredyou,madam.”Whenagustask
syoutohurryup.Say:“Thankyouforwaiting.I’llseetoitr
ightaway.”Guestsdemandingservice:Youcanonlyserveoneper
sonatatime,sosaypleasantly(Smiling):“MayIaskwho’snext
,please?”“I’llbewithyouinamoment,sir/madam.”(tothegue
stwhoisstillwaiting)Iftheguestbreaksaqueuetodemands
ervice,say:“I’msorry,Imusttakeeachguestbyturn,sir/mada
m.I’llbewithyouassoonaspossible.”Onpickingupatelepho
neforanincomingcall:Answerwithasmileinyourvoice:“Good
morning/afternoon/evening,Reservation(departmentetc.)May
Ihelpyou?”Ifaguestwantsanoutsideline,say:“Pleasedial
0first,sir.”Handlingmistakes:Say:“I’mverysorry.There
couldhavebeenamistake.Idoapologize.”“I’msorry,sir/mad
am.I’lllookintothematteratonce.”“Thankyouforwaiting.”
Acceptingcomplaints/criticism:Say:“Thankyoufortellingu
s,madam.Itwon’thappenagain,Pleaseacceptourapologies.Iw
illletthepersoninchargeknow.”Whenyoudon’tunderstand:
Say:“I’msorrywouldyoupleaserepeatit?”“I’msorry,Idon’
tquiteunderstand.ShouldIgetthemanager?”“Ibegyourpardon
,sir/madam.”Iftheguestdoesn''tunderstandyou,say:“MayIsh
owyou,please?”Whenaskingtheguesttodosomething:Neversay
:“Gotothenextcounter.”Say:“Wouldyoupleasegotothene
xtcounter?”Starttherequestwith:“Wouldyouplease….?”“May
I…?”Whentheguesthandsyouwhatyourequested:E.g.Cheque;
card,key,etc.,say:“Thankyou,sir/madam.”Acceptingcomplim
ents:Say:“Thankyou.”Ifaguestpraisesyourhotel,say:“I’m
gladtohearthat.”“Thankyouforyourcompliment.”Good-byes:
“Thankyouforstayingwithus.”“Thankyouforcoming.Pleasec
omeagain.”“Good-bye,madam&sir.”Ifaguestisleavinghotel
(afterastay),say:“Ihopeyouenjoyedyourstaywithus,madam
&sir.Good-bye.”“Haveapleasantjourneyhome.Mr.&Mrs.”“H
aveanicetriphome,wealllookforwardtoseeingyousoon.”Gi
vingdirections:“Itwillbeonyourrighthandside.Youwon’t
missit.”“Gouptheroadtoyourlefttillyoucometothejunction.”“Goalongthisstreetandcrossatthetrafficlights.”“Whenyoucometothejunction,bearleftandtakethesecondturningontheright.”“Gostraightahead.”Givingdirections:“Turnleft/rightatthefirstcorner.”“Gouptheescalator.”“Godowntothelobby.”“Pleasetaketheliftto3rdfloor.”“Pleasetaketheescalatorto2ndfloor.”此项培训结束谢谢大家!金陵苏源大酒店培训资料SuyuanJinlingPlaza金陵苏源大酒店培训资料SuyuanJinlingPlaza |
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