教案 《酒店服务管理》酒店规范语言示范（公共）.docVIP

附： 日常礼貌用语 You, please, morning, goodbye, sorry, it doesn’t matter, you’re welcome, not at all 您、请、早、好、再见、谢谢、对不起、没关系、别客气、不用谢 First time meet--- “I have heard of you for a long time” Long time has no contact---” I havent seen you for ages” 初次见面说“久仰”；久未联系说“久违”； Waiting for the guest ---” Just a moment, please” When guest coming---” welcome to…” 等候客人说“恭候”；客人到来说“光临”； When you are going---“goodbye.” When you goanna leave for awhile---” can I be excused” 起身走时说“告辞”；中途先走说“失陪”； Ask to offer an opinion---“... please advice.” Ask for answer---“may I know…please” 请人批评说“指教”；求人解答用“请问”； Ask for advice---“…please advice.” Ask for sb. To do st.---“please….” 请人指教说“赐教”；请人看稿称“阅示”； Ask for help---“could you please…” 请人帮助说“劳驾”；托人办事用“拜托”； Congratulation---“congratulations” Showing complements---“ab. have the respected opinion of…” 向人祝贺说“恭喜”；赞人见解用“高见”； Disturb sb.---“excuse me…” Ask for favor---“could you do me a favor…?” 麻烦别人说“打扰”；求人方便用“借光”； Return st.---“…to return st. borrowed.” Ask for forgiveness---“excuse for…” 物归原主说“奉还”；请人谅解说“包涵”； Bid farewell---“goodbye” Invite to return--- “hope can see you again” 送客出门说“再见”；与客道别说“再来”。 酒店规范语言示范 （公共部分） 情景 不当用语 礼貌用语 1向人问好 greeting 喂 Hi 您好/早安/午安/晚安/多日不见，您好吗？ Good morning/afternoon/evening/I haven’t seen you for ages, how are you doing? 怎么样啊？ What’s up? 您好吗？ How are you?/How are you doing?/ How’s everything? 2直接称谓 你，你们 您，诸位，先生，xx先生，小姐、夫人、女士、太太 “you, everyone, sir, Mr., Miss, Mrs., Madam, Mrs. 3间接称谓 那男的、那女的 那位先生/那位女士/您的先生/您的夫人 The gentleman who…/the lady who…/Mr./Mrs. 4自称 俺，俺们 我，我们，这里 I/We/Here 5征询事情 您有什么事情？ What is your problem? 您好，需要我帮忙吗？/我能为您做些什么？ Good morning/afternoon/evening, How may I help you? What can I do for you? 我可以……吗？ Can I….? 如果您不介意的话，我可以……吗？ If you don’t mind, shall I/ May I…? 你干啥？ What are you doing? 您有什么事需要我来做吗？ Is there anything I can do for you? 我帮您问一下 I will ask for you. 请您稍等，我请教一下我的同事（xx部门） Just a moment, I will check with my colleagues(XX department) 您想要些什么？ What do you want? 请问您需要些什么？ What would you like to have