酒店礼仪（二）courtesy training 2.pptVIP

* COURTESY STANDARD礼仪 - II - Course Outline 课程大纲 Asking guest to do something 请求宾客做某事 Guest offers something out of politeness 宾客出于客气而赠送某物时 Polite denial 委婉的否认 Short delays (less than 5 minutes) 短时延误（少于五分钟） Long delays (more than 5 minutes) 长时间延误（超过五分钟） Apologizing for an inconvenience 对所造成的不便致歉 Accepting complaints/ criticism 接受投诉、批评 When the guest asks if they may take something 宾客要求带走某物时 When the guest apologizes by saying “sorry” 当宾客说“抱歉”、“对不起”时 Breaking (away from) a conversation 打断客人 (中断谈话) Suggestive selling 推介式销售 Asking guest to do something 请求宾客做某事 Be utmost humble and courteous when doing this. 在要求或请求宾客做某事时，一定要尽可能谦恭、礼貌。 Excuse me, Sir/Madam, could you please ( “sign”/ “wait” etc.) here? 对不起，先生/小姐, 请您（“签上名”或“稍候”）好吗？ Could I have (request), Sir/Madam? 先生/小姐，我可以（某要求或做某事）吗？ May I ask you to (request), Sir/Madam? 先生/小姐，可以麻烦您（做某事）吗？ Would you like to...? 您是否愿意（可不可以）...呢? Excuse me, Sir/Madam, could you please follow me. 不好意思 ，先生/小姐, 请跟我来好吗？ Would you please print/ spell your full name for me, Sir/Madam? 先生/小姐, 能麻烦您将您的姓名用正楷写出来吗？ Please mind the stairs! 请小心楼梯！ Guest offers 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（心意我领了就行了）。 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）。 Not really. 不会吧（不能吧）（好像不会吧）（不完全是这样吧） （不太可能吧）。 No, Sir/Madam. It is not. 不是，（某）先生（小姐），不是这样的。 It is important that the guest does not feel he has been ignored. 重要的是，不要让客人感到被忽视了。 Just a moment / one moment, please, Sir/Madam. 请您稍候，先生/小姐。 This may take a few minutes, Sir/Madam. 可能会等（要花）几分钟，先生/小姐。 I’ll be with you in a moment, Sir/Madam. 先生/小姐，我稍等一会儿就过来（就为您服务）。 Sorry to keep yo