基本面客礼仪语言标准.doc

基本面客礼仪语言标准 讲 师：周红霞 第一章 基本面客礼仪I Remember: Recognize guest immediately with eye contact, smile and greeting if a guest enters your area. 一旦有客人进入你的区域，即刻用目光注视、微笑及问候招呼客人。 Remember: A guest’s name is music to his/her ears ! 客人的姓被人谦恭地称呼出来会让他有悦耳音乐之感。 ( if you address a group of guests, to call the attention of the whole group, even if you know the name of some of them, you still can use: Gentlemen / Ladies / Ladies Gentlemen 当你招呼成队或团的宾客时，为了引起所有人的注意，即使你知道他们中有些人的姓名，你也可以称呼“先生们女士们”或“女士们先生们”。 ( Say it with a smile to show guests that you are friendly and attentive to their needs ! 说话时面带微笑，让宾客感到你的友善及关怀?!May I help you, Sir/Madam? 先生/ 小姐/ 女士/ 夫人，我可以帮您吗?