台北凯悦大酒店礼貌用语.ppt

* 台北凱悅大飯店宴會廳 Courtesy Phrases for Hotel Staff 飯店人員禮貌用語 台北凱悅大飯店宴會廳 Courtesy Phrases for Hotel Staff 飯店人員禮貌用語 When (當下列情形發生時) Never say (不要說 ) Please Say (請說) 問候,打招呼 Hi Hello Can you…/Do you... Good morning, Sir/Madam. Good afternoon,Sir/Madam. Good evening, Sir/Madam. 拒絕 No, we don’t have it! I’m afraid it’s not available. 台北凱悅大飯店宴會廳 Courtesy Phrases for Hotel Staff 飯店人員禮貌用語 When (當下列情形發生時) Never say (不要說 ) Please Say (請說) 當客人詢問的事情, 不是你工作範圍 所能解答的時候... I don’t know. It is not handled by this department. I am sorry. I am not very sure, but I‘ll check for you right away. 當聽不清楚客人說話 請客人再重複一次時 Say that again. What? I beg your pardon/ Pardon me, Sir/ Madam. Would you repeat that, please? I am sorry, Sir/Ma’am. I didn’t catch that. Could you speak slowly again? 台北凱悅大飯店宴會廳 Courtesy Phrases for Hotel Staff 飯店人員禮貌用語 When (當下列情形發生時) Never say (不要說 ) Please Say (請說) 當客人詢問飯店機密事項不便告知時 I can’t tell you. I am afraid I can’t disclose that information. I am afraid I can’t release the information to you as it is confidential. 當然可以 Why not? Ok. Sure. Certainly, Sir./Ma’am. 台北凱悅大飯店宴會廳 Courtesy Phrases for Hotel Staff 飯店人員禮貌用語 When (當下列情形發生時) Never say (不要說 ) Please Say (請說) 拒絕,否定時 No I am afraid not, Sir/Ma’am. 當客人要買的東西 非常便宜時 It’s very cheap. It’s not expensive. 台北凱悅大飯店宴會廳 Courtesy Phrases for Hotel Staff 飯店人員禮貌用語 When (當下列情形發生時) Never say (不要說 ) Please Say (請說) 附和客人所說的話 It’s expensive. It’s a little bit expensive, but it is good value for the price. Right. It’s correct. Yes, exactly. 當客人要買的東西 非常貴時 台北凱悅大飯店宴會廳 Courtesy Phrases for Hotel Staff 飯店人員禮貌用語 When (當下列情形發生時) Never say (不要說 ) Please Say (請說) 當客人向你抱怨 但錯不在你時 It’s not my fault. I haven’t done that. I’m sorry, Sir/Ma’am. There could have been a mistake. I’ll look into the matter at once. I will tell the concerned department of the problem. 詢問誰是下一位 Next! Who’s next please? 台北凱悅大飯店宴會廳 Courtesy Phrases for Hotel Staff 飯店人員禮貌用語 When (當下列情形發生時) Never say (不要說 ) Please Say (請說