酒店礼仪（一）courtesy training 1.pptVIP

* COURTESY STANDARD礼仪 - I - Course Outline 课程大纲 Recognizing guest 招呼宾客 Offering service 主动提供服务 Responding to guest requests 对宾客要求的回应 Guest who needs help 协助宾客 Giving direction 为宾客指路 Referring Guest when you do not know 当你不知道时将宾客引荐给其他同事 When you do not understand 当你不明白/不理解时 When the guest says ‘Excuse me??’ 当宾客说“劳驾”“请问”时 Confirming a request 确证宾客要求 Checking 检查、咨询 Thanking the guest 感谢宾客 Fare welling the guest 与宾客道别 Magic words which open all doors 叩开所有心扉的魔法字眼 Please 请 Thank you 谢谢 Excuse me 不好意思（对不起） Pardon me 抱歉（*没听清楚时说） Recognizing Guest 招呼宾客 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。 Good morning Good afternoon Good evening Sir / Madam / Miss, how may I help you ? Mister Issenberg Miss Ho Misses Leung my name is John, I am glad to be of service. “Hi” and “Hello” are too informal If you know the guest name, use it ! A guest 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。 Offering service主动提供服务 Say it with a smile to show that you are friendly and attentive to guest’s 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? May I be of assistance, Sir/Madam? 先生/ 小姐/ 女士/ 夫人，我能帮上忙吗？ Would you like to have… ? 您愿意要...吗? May I offer you...? 我能为您提供...吗? Responding to guest request 对宾客要求的回应 Do not keep the guest waiting ! 别让宾客等候！ If you do not know the answer, check with your superior or someone in charge. 如果你不清楚某些事，可向你的主管或负责某事的人咨询。 Yes, certainly Sir/Madam (Mr. Shiu / Miss Ho / Mrs. Wang) 好的，(某) 先生/ 小姐/ 夫人，一定/ 可以的。 Yes, Sir/Madam. All right, Sir/Madam. 好的，(某) 先生/小姐/夫人/女士。 Immediately, Sir/Madam. 先生/夫人，我马上做 （去）。 “OK” and “of course” are too informal, and rude in 5 star hotels 切忌说 “OK“ 或 ” 当然“等在五星级酒店里算粗鲁或过于随便的字眼。 Guest who needs help 协助宾客 You should offer help BEFORE the guest asks. 你应该在宾客开口前主动提出帮忙! This shows attentiveness towards the guest. 这样才能充分体现出我们对客人的关怀及优异的对客服务技能。 Ma