前厅礼貌用语(English).ppt

XXX酒店 酒店礼貌服务英语 COURTESY HOTEL ENGLISH Words which are “musts” in English: Please; Thank you; Excuse me; Pardon; So sorry. e.g. “Excuse me, sir. May I know your name, please?” “Mr. Smith, Thank you very much” “I’m so sorry to have bothered you.” Addressing individuals: If you do not know the guest’s name, address him/her as: “sir” or “madam” e.g. “Yes, sir.” “Good night, madam.” “May I help you, sir?”? Addressing a group of guests: “Gentlemen” “Ladies” “Ladies gentlemen”? Every guest loves to hear you remember his name: If you are not sure you have the right name, say: “It’s Mr….., isn’t it?” If you do not know a guest’s name, say: “May I know your name, sir/madam?” If you need the full name, add: “And your initials, please?” “And your first name, please?” Every guest loves to hear you remember his name: Never say: “Your wife” ( or “husband”). Use the surname, say: “Mrs. ” or “Mr. ” If you are not sure they are married, say: “The lady with you.” or “The gentleman with you.” Greetings: According to the time of day, say: “Good morning, sir/madam.” “Good afternoon, sir/madam.” “Good evening, sir/madam.” Add: “May I be of your service, madam?” “May I be of your service, sir?” Greetings: Follow with: “Welcome back to *** hotel, sir/madam.” “Welcome to ** hotel, sir/madam.” “It’s nice to see you again, sir/madam.” For new arrivals: “Did you have a nice trip, sir/madam?” Add: “Have a pleasant stay in *** hotel, sir/madam.” “ I hope you enjoy your stay with us, sir/madam.” Exchange of greetings: “How are you today/ this morning, Mr. ?” If he answers, “Fine, thank you.”, say: “ I’m glad to hear that.” If he answers something not very positive about himself, say: “I’m sorry to hear that, I hope you are better now.” “I’m sorry to hear that, take it easy today.” “I’m sorry to hear that, please take care.” Exchange of greetings: If a guest sneezes while talking to you, say: “Bless you.” If a guest hurts himself, say: “I hope you did no