酒店基础英语.docxVIP

最新 精品 Word 欢迎下载 可修改 Basic English for Hotel/FB Part A: Contact with guest 与客人接触 Greetings　问候 Always smile and keep eye-contact with the guest　随时保持目光接触 Use guest’s name at any time if possible　在任何时候尽是用客名称呼客人 “Good Morning, Sir/Madam.” (Either/or both)— (0:00-12:00) “Good Afternoon, Sir/Madam.” (at noon or after lunch—12:00-18:00) “Good Evening, Sir/Madam.” (Sunset—18:00-24:00) “May I help you, Sir/Madam?” “Welcome to _____” (name your hotel or restaurant) “It’s good to see you again, Sir/Madam” (to repeat guest only) “I hope you enjoy your stay with us.” Magic words which open all doors　打开所有大门的魔力词语 “Please” “Thank you”“Excuse me”“Pardon me”“Sorry” A guest’s name is music to his ears　客人姓名对于他（她）本人而言是美妙的音乐 It is difficult to remember so many names, but where there is a will, there is a way.　要记住所有人的姓名是件非常困难的事情，但只要你愿意，就能办到。 “Mr. ___” “Miss ___” “Mrs. ___” “Mr. and Mrs. ___” (“Master” for young boys is now seldom used.) Don’t say “Your wife/husband”. Use the name i.e. “Mrs. ___” or say “The lady/gentleman with you.”　不要说“你的妻子/你的丈夫”，使用客名，如：“**太太”，或说“与你在一起的那位小姐/先生”。 Addressing individual If you do not know their names address the guest as　如果你不知道客名，则用以下的称呼： “Sir”“Madam”“Sir and Madam” Never say “Missy”. Address young unmarried ladies as “Miss…..”, married ladies as “Mrs….” elderly ladies as “Madam”, or if you do not know address them “Ms”.　绝不能说“小姑娘”，对于未婚女性而言应称呼“**小姐”，结婚的应称呼为“**太太”，年龄大点儿的称呼为“女士”，或者不知道名者一律称为“小姐”。 Addressing group of guests　称呼团体客人 To call the general attention the guest in a group, say:　为引起团体客人的注意，请说： “Gentlemen” “Ladies”“Ladies and Gentlemen”Never say “Lady”, unless it is a title e.g. Lady Diana　别说“女士”，除非有个称呼，比如：戴安娜女士 Exchange of greetings　互致问候 Don’t say to guest: “How do you do”　别说：how do you do This is only for first introductions, and not a question/greetings.　这是第一次见面的问候语，而不是一个问题 Say: “How are you today, Mr/Mrs surname.” “I hope you are enjoying your stay with us.” If he answers, “Fine, I love it here.” Say: “I’m glad to hear that.” If he answers,