酒店礼貌服务英语.pptVIP

金陵苏源大酒店新员工入职培训第一页，共四十八页。1 金陵连锁酒店礼貌服务英语COURTESY HOTEL ENGLISH 第二页，共四十八页。2 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.”第三页，共四十八页。3 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?”?第四页，共四十八页。4 Addressing a group of guests: “Gentlemen”“Ladies”“Ladies gentlemen”?第五页，共四十八页。5 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?”第六页，共四十八页。6 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.”第七页，共四十八页。7 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?”第八页，共四十八页。8 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.”第九页，共四十八页。9 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.”第十页，共四十八页。10 Exchange of greetings:If a guest sneezes while talking to you