凯越酒店 关键礼貌英语01 Essential Courtesy English.ppt

General Situations Greeting a guest Good morning (Mr. / Mr. and Mrs.). How are you? Good afternoon (Ms. /Miss / Mrs.). Welcome (back) Good evening (Sir / Madam). May I help you? Madam (pause) sir Gentlemen Ladies Ladies and gentlemen General Situations If you greet the guest first Employee: Good morning, Mr. Kite. How are you today? Guest: I’m fine, thank you. Employee: that’s good. Or Employee: Good morning, Mr. Kite. How are you today? Guest: I am not feeling very well today. Employee: I am sorry. Is there anything I can do for you? General Situations Exchanging a greeting (cont) If the guest greet you first Guest: Good morning. How are you today? Employee: I am (fine / very well), thank you. And how are you, sir/ madam? General Situations Introduction yourself My name is (…) Obtaining guest information Could I have your (name), please? May I have your (room number), please? Would you mind (completing this form), please? General Situations Offering help General situations May I help you, (sir / madam)? Is there anything (else) I can do for you? May I be of assistance? If the guest seems unwell Are you feeling all right, (sir / madam)? Is there anything I can do to help? Would you like me to call someone for you? I hope you feel better soon General Situations Offering service Would you like me to ….? Would you like me to serve it now, (sir / madam)? If you’d like, I could … If you’d like, I could phone the reception desk and ask. May I …? May I carry your briefcase for you? General Situations Making a polite request Could you … please, (sir / madam)? Could you spell your name, please? Would you mind …, please? Would you mind repeating your surname, please? Asking permission May I …? May I help you with that? Would it be possible (to…/ for me to…)? Would it be possible for me to move your bag? General Situations Giving items to a g