酒店中层管理者基础培训技术方案.ppt

7、ASSISTING THE GUESTS May I help you?我能帮助您吗？ Let me help you with your ... , Sir/Madam. （某）先生（小姐），让我帮您拿（扛）（提）…好吗? Let me get you a ... please Sir/Madam. （某）先生（小姐），请让我帮您取（找）…吧 Would you like to sit here, Sir/Madam? （某）先生（小姐），您坐这好吗？ May I assist in any way? 有什么我能帮到的吗？ 8、HANDLING COMMUNICATION PROBLEMS Sorry, could you please speak more SLOWLY, Sir/Madam? Sorry, could you please speak more CLEARLY, Sir/Madam? Sorry, could you please speak more LOUDLY, Sir/Madam? 对不起，先生（小姐），能请您说慢点/清楚些/大点声吗吗？ I am sorry, I do not understand. I’ll get my superior for you, Sir/Madam. 对不起，先生/小姐，我听不懂您的话：我这就找我的上司过来。 I am sorry, I do not understand. Could you please show me? 真抱歉，我听不明白。能请您做（拿）（写）给我看看吗？ I am sorry, could you please repeat that? 真不好意思，能请您重复一遍吗？ 9、GUEST OFFER SOMETHING OUT OF POLITENESS 宾客出于客气而赠送某物时 No, thank you. You are very kind. 您真是太客气了，心意领了就行了。 It’s very kind of you but no, thank you. 谢谢您，不必这么客气送我礼物了。 You are very kind, but I cannot accept. 您真太客气了，可我不能收。 10、POLITE DENIAL委婉的否认 I am afraid not. Sorry, Sir/Madam. 恐怕不是这样吧（恐怕不行），真不好意思，先生/小姐） No, I am sorry. 不是的（不可以的），我很抱歉。 I’m afraid not, unfortunately. 很遗憾，我觉得不是这样的（我看恐怕不行） 11、APOLOGIZING FOR AN INCONVENIENCE 对所造成的不便致歉 I’m very sorry, Sir/Madam. Thank you for your co-operation/patience. 我深表歉意，先生/小姐。多谢您的合作/耐心 I’m terribly sorry we are not permitted to do this. 十分遗憾我们不允许这样做。 I’m terribly sorry. There could have been some mistake. 我真是很抱歉，可能是什么环节出了差错。 I do apologize. 我诚心向您道歉。 I’m sorry, Sir/Madam. I’ll look into the matter at once. 对不起了，（某）先生/小姐。我这就去把事情弄清楚。 12、ACCEPTING COMPLAINTS/ CRITICISM 接受投诉、批评 Thank you for telling us, Sir/Madam. I assure you we shall do our best to ensure it will not happen again. Please accept our apology. 谢谢您告诉我们，（某）先生（小姐）。我向您保证我们会尽全力不让这种事情再发生：请您接受我们的歉意。 Please accept our apologies. I shall let the person in charge know. 请接受我们的道歉。我会转告有关负责人的。 I’m sorry fo