XX連鎖酒店禮貌服務(wù)英語課件

金陵連鎖酒店禮貌服務(wù)英語2022/12/26金陵連鎖酒店禮貌服務(wù)英語金陵連鎖酒店禮貌服務(wù)英語2022/12/26金陵連鎖酒店禮貌1金陵連鎖酒店禮貌服務(wù)英語

COURTESYHOTELENGLISH

金陵連鎖酒店禮貌服務(wù)英語2金陵連鎖酒店禮貌服務(wù)英語

COURTESYHOTELENWordswhichare“musts”inEnglish:

Please;Thankyou;Excuseme;Pardon;Sosorry.

e.g.“Excuseme,sir.MayIknowyourname,please?”

“Mr.Smith,Thankyouverymuch”

“I’msosorrytohavebotheredyou.”金陵連鎖酒店禮貌服務(wù)英語3Wordswhichare“musts”inEngAddressingindividuals:

Ifyoudonotknowtheguest’sname,addresshim/heras:“sir”or“madam”

e.g.“Yes,sir.”

“Goodnight,madam.”“MayIhelpyou,sir?”

金陵連鎖酒店禮貌服務(wù)英語4Addressingindividuals:IfyouAddressingagroupofguests:

“Gentlemen”“Ladies”“Ladies&gentlemen”

金陵連鎖酒店禮貌服務(wù)英語5Addressingagroupofguests:Everyguestlovestohearyourememberhisname:

Ifyouarenotsureyouhavetherightname,say:“It’sMr…..,isn’tit?”Ifyoudonotknowaguest’sname,say:“MayIknowyourname,sir/madam?”Ifyouneedthefullname,add:

“Andyourinitials,please?”“Andyourfirstname,please?”金陵連鎖酒店禮貌服務(wù)英語6EveryguestlovestohearyouEveryguestlovestohearyourememberhisname:Neversay:“Yourwife”(or“husband”).Usethesurname,say:“Mrs.”or“Mr.”Ifyouarenotsuretheyaremarried,say:“Theladywithyou.”or“Thegentlemanwithyou.”金陵連鎖酒店禮貌服務(wù)英語7EveryguestlovestohearyouGreetings:

Accordingtothetimeofday,say:“Goodmorning,sir/madam.”“Goodafternoon,sir/madam.”“Goodevening,sir/madam.”

Add:

“MayIbeofyourservice,madam?”“MayIbeofyourservice,sir?”金陵連鎖酒店禮貌服務(wù)英語8Greetings:AccordingtothetiGreetings:Followwith:“Welcomebackto***hotel,sir/madam.”“Welcometo**hotel,sir/madam.”“It’snicetoseeyouagain,sir/madam.”Fornewarrivals:“Didyouhaveanicetrip,sir/madam?”Add:“Haveapleasantstayin***hotel,sir/madam.”“Ihopeyouenjoyyourstaywithus,sir/madam.”金陵連鎖酒店禮貌服務(wù)英語9Greetings:Followwith:金陵連鎖酒店禮Exchangeofgreetings:

“Howareyoutoday/thismorning,Mr.?”Ifheanswers,“Fine,thankyou.”,say:

“I’mgladtohearthat.”Ifheanswerssomethingnotverypositiveabouthimself,say:“I’msorrytohearthat,Ihopeyouarebetternow.”“I’msorrytohearthat,takeiteasytoday.”“I’msorrytohearthat,pleasetakecare.”金陵連鎖酒店禮貌服務(wù)英語10Exchangeofgreetings:“HowarExchangeofgreetings:Ifaguestsneezeswhiletalkingtoyou,say:

“Blessyou.”Ifaguesthurtshimself,say:“Ihopeyoudidnothurtyourself.”“Areyouallright,sir/madam?”金陵連鎖酒店禮貌服務(wù)英語11Exchangeofgreetings:IfagueExchangeofgreetings:Iftheguestgreetsyoufirstwith“Howareyou?”,say:“Verywell,thankyou.(Andyou?)Ifyouhaveanaccident,andtheguestseesit,theguestaskyou:“Areyouallright?”or“Haveyouhurtyourself?”,say:“I’mallright,thankyou.”金陵連鎖酒店禮貌服務(wù)英語12Exchangeofgreetings:IfthegOnleaving,say:

“Haveaniceday.”“Haveapleasantevening.”“Haveagoodweekend.”Ifaguestwishesyoufirstbysaying“Haveagoodday.”Thankhimandreply:“Thankyou,youtoo.Mr..”“Thesametoyou,sir/madam.”

金陵連鎖酒店禮貌服務(wù)英語13Onleaving,say:“HaveaniceAnsweringaguest’scall:Say:

“Yes,Mr..MayIhelpyou?”Ifyoucan’tattendtotheclientimmediately,saywithasmile:“I’llbewithyouinamoment,sir.”“Itwon’tbetoolong,sir.”“It’sonlybeafewmoments.”“I’mservingthisgentlemanatthemoment.I’llberightback.”金陵連鎖酒店禮貌服務(wù)英語14Answeringaguest’scall:Say:金Answeringaguest’scall:Neversay:

“Waitaminute.”Say:“Justamoment,please.”

“Wouldyoupleasewaitamoment?”Ifyouarestillnotabletoservehim/her,say:

“Sorrytokeepyouwaiting,sir/madam.”Whenreturningtotheguest,say:

“Thankyouforwaiting.”

金陵連鎖酒店禮貌服務(wù)英語15Answeringaguest’scall:NeverIntroducingyourself:

“Mynameis.Ifthereisanythingwecandoforyou,justletusknow.”

金陵連鎖酒店禮貌服務(wù)英語16Introducingyourself:“MynameWhenguestsaskforsomething:Saycheerfully:“Certainly,sir,ifyoucanexcuseme,I’llgoandgetitforyounow.”“yes,sir.”“Certainly,madam.I’llhappytodoit.”“Hereisyour,Mr.金陵連鎖酒店禮貌服務(wù)英語17Whenguestsaskforsomething:Whenguestsaskforsomething:Ifyouhavetoleavetheguesttogetwhattheywant,say:“Justamoment,please,sir.I’llgoandgetitrightaway.”Whenyoureturn,say:“I’msorrytohavekeptyouwaiting.”“Hereyouare.”金陵連鎖酒店禮貌服務(wù)英語18Whenguestsaskforsomething:Whenguestsaskforsomethingthatyoucan’tprovide,say:

“I’mverysorrywehaverunoutof….”“I’msorrysir,I’mafraidwearefullybooked.Perhapsyouwouldlikemetobookyouaroominanotherhotel.”“Sorrysir,I’mafraidwedon’thaveanysinglerooms.Howaboutadoubleroom?”金陵連鎖酒店禮貌服務(wù)英語19WhenguestsaskforsomethingWhenguestsaskforsomethingthatyouarenotsureyoucanprovideanswerhonestly:

“Ifyouwaitamoment,sir/madam,I’lltrytofindout.”“I’msorry,madam,I’mafraidI’mnotsure,butI’llasksomeoneforyou.”O(jiān)nreturningwithapositiveanswer,say:“Thankyouforwaiting.Wedohave…available.”

金陵連鎖酒店禮貌服務(wù)英語20WhenguestsaskforsomethingWhengueststhankyou:

Alwaysreplywithasmile,usingoneofthefollowing:“It’smypleasure.”“Mypleasure.I’mhappyeverythingwassatisfactory.”“You’remostwelcome.”“Gladtobeofservice.Pleasefeelfreetocontactusanytime.”“Thankyou.”金陵連鎖酒店禮貌服務(wù)英語21Whengueststhankyou:AlwaysWhenguestsapologizebysaying,“Sorry”,say:“That’sallright.”“Itdoesn’tmatter.”

金陵連鎖酒店禮貌服務(wù)英語22WhenguestsapologizebysayinGivingwaytoguest

Rememberalwaystoletguestsgofirst:“Afteryou,madam/sir.”Whenguestspassyouandsay:“Excuseme”,Youreplyis:

“Certainly,Sir,afteryou.”金陵連鎖酒店禮貌服務(wù)英語23GivingwaytoguestRememberaGivingwaytoguestIfyouhavetopassinfrontofaguest,say:“Excuseme,please.”“MayIcomethrough,please?”Ifyousneeze,coughaccidentallywhileserving,say:“Excuseme”or“Pardonme”.金陵連鎖酒店禮貌服務(wù)英語24GivingwaytoguestIfyouhaveWhenaguestasksifhemaytakesomething

“Certainly,pleasehelpyourself,sir/madam.”“Certainly,sir/madam.”Ifyouseeaguestneedshelpwithachairorparcel,say:“MayIhelpyouwiththat,madam?”“Letmehelpyouwithit,sir.”金陵連鎖酒店禮貌服務(wù)英語25WhenaguestasksifhemaytaWhenguestsaskforsomethingandyoucan’toblige

Youshouldsay:“I’mafraidsuchinformationisconfidential.”“Iregret,wecan’tguarantee,butwe’lldoourbest.”“Unfortunately,dogsarenotallowedhere.”金陵連鎖酒店禮貌服務(wù)英語26WhenguestsaskforsomethingWhenaguestgivesyousomething:

Sometimesguests,outofpoliteness,offeryouadrink;somesweetstheyareeating;orasouvenir,etc.Replygraciously:“That’sverykindofyou.Butno,thankyou.”Ifitissomethingyoucanaccept,say:

“That’sverykindofyou.Thankyouverymuch.”金陵連鎖酒店禮貌服務(wù)英語27WhenaguestgivesyousomethiTosay“YES”

“Yes,madam/sir.”“YesIwill,sir.”

(Ifyouareaskedtoremembersomething)“I’llseetoitrightaway;madam.”“Yes,certainly,justleaveit(everything)tous,sir.”“Certainly,Mr.We’rehappytodoit.”“Verygood,sir.We’dbegladtohelp.”“Certainly,sir.”“That’scorrect.”金陵連鎖酒店禮貌服務(wù)英語28Tosay“YES”“Yes,madam/sir.”Tosay“NO”toaguest’srequest:Say:

“Thatwon’tbenecessary,thankyou.”“I’msorry,there’snodiscount.”“Iregretthatwecan’tofferyou.”“Notreally.It’sgoodvaluefortheprice.”Add:“MayIbeofanyfurtherassistance,sir?”

金陵連鎖酒店禮貌服務(wù)英語29Tosay“NO”toaguest’srequeBreakingawayfromconversationwithguests:

Say:

“Excuseme.Aguestiswaitingforme.”“I’msorry,sir.Imustgo.Nicetalkingwithyou.”“Willyouexcuseme,please?”Add:

“Haveapleasant(good/nice)day,madam&sir.”

“Goodday,Mr.….”金陵連鎖酒店禮貌服務(wù)英語30BreakingawayfromconversatioIfaguestexplainssomething:

Maintaineyecontact,nod,andsay:“Isee.”“Yes,Isee.”“Oh,Isee.”金陵連鎖酒店禮貌服務(wù)英語31Ifaguestexplainssomething:Ifaguestexplainssomething:Ifyouagree,youcansay:“That’strue.”“Yes,exactly.”“Iagree.”Ifyouaresurprisedatwhatyouhear,youcansay:“Really?How/veryinteresting.”“Isthatso?金陵連鎖酒店禮貌服務(wù)英語32Ifaguestexplainssomething:Whenaguestisembarrassedbecauseheisslowandclumsy(orhandicapped):

Say:

“Pleasetakeyourtime,sir/madam.There’snohurry.”

“Don’tworry,sir/madam.We’llseetoit.”(We’llcleanitup.Etc.)

金陵連鎖酒店禮貌服務(wù)英語33WhenaguestisembarrassedbeWhenyoubreakintotheguests’conversation:

“Excuseme,sir,mayIhaveyourmembershipcard(creditcard/roomnumber),please?”“Excusemeforinterrupting.”“MayItakeupafewmomentsofyourtime?”“Mayspeaktoyouforamomentsir/madam?”Afterwards,say:“Sorrytohavebotheredyou,madam.”金陵連鎖酒店禮貌服務(wù)英語34WhenyoubreakintotheguestsWhenagustasksyoutohurryup.

Say:

“Thankyouforwaiting.I’llseetoitrightaway.”

金陵連鎖酒店禮貌服務(wù)英語35WhenagustasksyoutohurryGuestsdemandingservice:Youcanonlyserveonepersonatatime,sosaypleasantly(Smiling):“MayIaskwho’snext,please?”“I’llbewithyouinamoment,sir/madam.”(totheguestwhoisstillwaiting)

Iftheguestbreaksaqueuetodemandservice,say:

“I’msorry,Imusttakeeachguestbyturn,sir/madam.I’llbewithyouassoonaspossible.”金陵連鎖酒店禮貌服務(wù)英語36Guestsdemandingservice:YoucOnpickingupatelephoneforanincomingcall:Answerwithasmileinyourvoice:“Goodmorning/afternoon/evening,Reservation(departmentetc.)MayIhelpyou?”Ifaguestwantsanoutsideline,say:

“Pleasedial0first,sir.”金陵連鎖酒店禮貌服務(wù)英語37OnpickingupatelephoneforHandlingmistakes:

Say:

“I’mverysorry.Therecouldhavebeenamistake.Idoapologize.”“I’msorry,sir/madam.I’lllookintothematteratonce.”“Thankyouforwaiting.”金陵連鎖酒店禮貌服務(wù)英語38Handlingmistakes:Say:金陵連鎖酒店Acceptingcomplaints/criticism:Say:

“Thankyoufortellingus,madam.Itwon’thappenagain,Pleaseacceptourapologies.Iwillletthepersoninchargeknow.”金陵連鎖酒店禮貌服務(wù)英語39Acceptingcomplaints/criticiWhenyoudon’tunderstand:

Say:

“I’msorrywouldyoupleaserepeatit?”“I’msorry,Idon’tquiteunderstand.ShouldIgetthemanager?”“Ibegyourpardon,sir/madam.”Iftheguestdoesn'tunderstandyou,say:“MayIshowyou,please?”金陵連鎖酒店禮貌服務(wù)英語40Whenyoudon’tunderstand:SayWhenaskingtheguesttodosomething:Neversay:

“Gotothenextcounter.”Say:

“Wouldyoupleasegotothenextcounter?”Starttherequestwith:“Wouldyouplease….?”“MayI…?”金陵連鎖酒店禮貌服務(wù)英語41WhenaskingtheguesttodosoWhentheguesthandsyouwhatyourequested:E.g.Cheque;card,key,etc.,say:“Thankyou,sir/madam.”金陵連鎖酒店禮貌服務(wù)英語42WhentheguesthandsyouwhatAcceptingcompliments:Say:

“Thankyou.”Ifaguestpraisesyourhotel,say:“I’mgladtohearthat.”“Thankyouforyourcompliment.”金陵連鎖酒店禮貌服務(wù)英語43Acceptingcompliments:Say:金陵連Good-byes:“Thankyouforstayingwithus.”“Thankyouforcoming.Pleasecomeagain.”“Good-bye,madam&sir.”Ifaguestisleavinghotel(afterastay),say:“Ihopeyouenjoyedyourstaywithus,madam&sir.Good-bye.”“Haveapleasantjourneyhome.Mr.&Mrs.”“Haveanicetriphome,wealllookforwardtoseeingyousoon.”金陵連鎖酒店禮貌服務(wù)英語44Good-byes:“ThankyouforstayiGivingdirections:

“Itwillbeonyourrighthandside.Youwon’tmissit.”“Gouptheroadtoyourlefttillyoucometothejunction.”“Goalongthisstreetandcrossatthetrafficlights.”“Whenyoucometothejunction,bearleftandtakethesecondturningontheright.”“Gostraightahead.”金陵連鎖酒店禮貌服務(wù)英語45Givingdirections:“ItwillbeGivingdirections:“Turnleft/rightatthefirstcorner.”“Gouptheescalator.”“Godowntothelobby.”“Pleasetaketheliftto3rdfloor.”“Pleasetaketheescalatorto2ndfloor.”金陵連鎖酒店禮貌服務(wù)英語46Givingdirections:“Turnleft/r演講完畢，謝謝聽講!再見，seeyouagain3rew2022/12/26金陵連鎖酒店禮貌服務(wù)英語演講完畢，謝謝聽講!再見，seeyouagain3rew47金陵連鎖酒店禮貌服務(wù)英語2022/12/26金陵連鎖酒店禮貌服務(wù)英語金陵連鎖酒店禮貌服務(wù)英語2022/12/26金陵連鎖酒店禮貌48金陵連鎖酒店禮貌服務(wù)英語

COURTESYHOTELENGLISH

金陵連鎖酒店禮貌服務(wù)英語49金陵連鎖酒店禮貌服務(wù)英語

COURTESYHOTELENWordswhichare“musts”inEnglish:

Please;Thankyou;Excuseme;Pardon;Sosorry.

e.g.“Excuseme,sir.MayIknowyourname,please?”

“Mr.Smith,Thankyouverymuch”

“I’msosorrytohavebotheredyou.”金陵連鎖酒店禮貌服務(wù)英語50Wordswhichare“musts”inEngAddressingindividuals:

Ifyoudonotknowtheguest’sname,addresshim/heras:“sir”or“madam”

e.g.“Yes,sir.”

“Goodnight,madam.”“MayIhelpyou,sir?”

金陵連鎖酒店禮貌服務(wù)英語51Addressingindividuals:IfyouAddressingagroupofguests:

“Gentlemen”“Ladies”“Ladies&gentlemen”

金陵連鎖酒店禮貌服務(wù)英語52Addressingagroupofguests:Everyguestlovestohearyourememberhisname:

Ifyouarenotsureyouhavetherightname,say:“It’sMr…..,isn’tit?”Ifyoudonotknowaguest’sname,say:“MayIknowyourname,sir/madam?”Ifyouneedthefullname,add:

“Andyourinitials,please?”“Andyourfirstname,please?”金陵連鎖酒店禮貌服務(wù)英語53EveryguestlovestohearyouEveryguestlovestohearyourememberhisname:Neversay:“Yourwife”(or“husband”).Usethesurname,say:“Mrs.”or“Mr.”Ifyouarenotsuretheyaremarried,say:“Theladywithyou.”or“Thegentlemanwithyou.”金陵連鎖酒店禮貌服務(wù)英語54EveryguestlovestohearyouGreetings:

Accordingtothetimeofday,say:“Goodmorning,sir/madam.”“Goodafternoon,sir/madam.”“Goodevening,sir/madam.”

Add:

“MayIbeofyourservice,madam?”“MayIbeofyourservice,sir?”金陵連鎖酒店禮貌服務(wù)英語55Greetings:AccordingtothetiGreetings:Followwith:“Welcomebackto***hotel,sir/madam.”“Welcometo**hotel,sir/madam.”“It’snicetoseeyouagain,sir/madam.”Fornewarrivals:“Didyouhaveanicetrip,sir/madam?”Add:“Haveapleasantstayin***hotel,sir/madam.”“Ihopeyouenjoyyourstaywithus,sir/madam.”金陵連鎖酒店禮貌服務(wù)英語56Greetings:Followwith:金陵連鎖酒店禮Exchangeofgreetings:

“Howareyoutoday/thismorning,Mr.?”Ifheanswers,“Fine,thankyou.”,say:

“I’mgladtohearthat.”Ifheanswerssomethingnotverypositiveabouthimself,say:“I’msorrytohearthat,Ihopeyouarebetternow.”“I’msorrytohearthat,takeiteasytoday.”“I’msorrytohearthat,pleasetakecare.”金陵連鎖酒店禮貌服務(wù)英語57Exchangeofgreetings:“HowarExchangeofgreetings:Ifaguestsneezeswhiletalkingtoyou,say:

“Blessyou.”Ifaguesthurtshimself,say:“Ihopeyoudidnothurtyourself.”“Areyouallright,sir/madam?”金陵連鎖酒店禮貌服務(wù)英語58Exchangeofgreetings:IfagueExchangeofgreetings:Iftheguestgreetsyoufirstwith“Howareyou?”,say:“Verywell,thankyou.(Andyou?)Ifyouhaveanaccident,andtheguestseesit,theguestaskyou:“Areyouallright?”or“Haveyouhurtyourself?”,say:“I’mallright,thankyou.”金陵連鎖酒店禮貌服務(wù)英語59Exchangeofgreetings:IfthegOnleaving,say:

“Haveaniceday.”“Haveapleasantevening.”“Haveagoodweekend.”Ifaguestwishesyoufirstbysaying“Haveagoodday.”Thankhimandreply:“Thankyou,youtoo.Mr..”“Thesametoyou,sir/madam.”

金陵連鎖酒店禮貌服務(wù)英語60Onleaving,say:“HaveaniceAnsweringaguest’scall:Say:

“Yes,Mr..MayIhelpyou?”Ifyoucan’tattendtotheclientimmediately,saywithasmile:“I’llbewithyouinamoment,sir.”“Itwon’tbetoolong,sir.”“It’sonlybeafewmoments.”“I’mservingthisgentlemanatthemoment.I’llberightback.”金陵連鎖酒店禮貌服務(wù)英語61Answeringaguest’scall:Say:金Answeringaguest’scall:Neversay:

“Waitaminute.”Say:“Justamoment,please.”

“Wouldyoupleasewaitamoment?”Ifyouarestillnotabletoservehim/her,say:

“Sorrytokeepyouwaiting,sir/madam.”Whenreturningtotheguest,say:

“Thankyouforwaiting.”

金陵連鎖酒店禮貌服務(wù)英語62Answeringaguest’scall:NeverIntroducingyourself:

“Mynameis.Ifthereisanythingwecandoforyou,justletusknow.”

金陵連鎖酒店禮貌服務(wù)英語63Introducingyourself:“MynameWhenguestsaskforsomething:Saycheerfully:“Certainly,sir,ifyoucanexcuseme,I’llgoandgetitforyounow.”“yes,sir.”“Certainly,madam.I’llhappytodoit.”“Hereisyour,Mr.金陵連鎖酒店禮貌服務(wù)英語64Whenguestsaskforsomething:Whenguestsaskforsomething:Ifyouhavetoleavetheguesttogetwhattheywant,say:“Justamoment,please,sir.I’llgoandgetitrightaway.”Whenyoureturn,say:“I’msorrytohavekeptyouwaiting.”“Hereyouare.”金陵連鎖酒店禮貌服務(wù)英語65Whenguestsaskforsomething:Whenguestsaskforsomethingthatyoucan’tprovide,say:

“I’mverysorrywehaverunoutof….”“I’msorrysir,I’mafraidwearefullybooked.Perhapsyouwouldlikemetobookyouaroominanotherhotel.”“Sorrysir,I’mafraidwedon’thaveanysinglerooms.Howaboutadoubleroom?”金陵連鎖酒店禮貌服務(wù)英語66WhenguestsaskforsomethingWhenguestsaskforsomethingthatyouarenotsureyoucanprovideanswerhonestly:

“Ifyouwaitamoment,sir/madam,I’lltrytofindout.”“I’msorry,madam,I’mafraidI’mnotsure,butI’llasksomeoneforyou.”O(jiān)nreturningwithapositiveanswer,say:“Thankyouforwaiting.Wedohave…available.”

金陵連鎖酒店禮貌服務(wù)英語67WhenguestsaskforsomethingWhengueststhankyou:

Alwaysreplywithasmile,usingoneofthefollowing:“It’smypleasure.”“Mypleasure.I’mhappyeverythingwassatisfactory.”“You’remostwelcome.”“Gladtobeofservice.Pleasefeelfreetocontactusanytime.”“Thankyou.”金陵連鎖酒店禮貌服務(wù)英語68Whengueststhankyou:AlwaysWhenguestsapologizebysaying,“Sorry”,say:“That’sallright.”“Itdoesn’tmatter.”

金陵連鎖酒店禮貌服務(wù)英語69WhenguestsapologizebysayinGivingwaytoguest

Rememberalwaystoletguestsgofirst:“Afteryou,madam/sir.”Whenguestspassyouandsay:“Excuseme”,Youreplyis:

“Certainly,Sir,afteryou.”金陵連鎖酒店禮貌服務(wù)英語70GivingwaytoguestRememberaGivingwaytoguestIfyouhavetopassinfrontofaguest,say:“Excuseme,please.”“MayIcomethrough,please?”Ifyousneeze,coughaccidentallywhileserving,say:“Excuseme”or“Pardonme”.金陵連鎖酒店禮貌服務(wù)英語71GivingwaytoguestIfyouhaveWhenaguestasksifhemaytakesomething

“Certainly,pleasehelpyourself,sir/madam.”“Certainly,sir/madam.”Ifyouseeaguestneedshelpwithachairorparcel,say:“MayIhelpyouwiththat,madam?”“Letmehelpyouwithit,sir.”金陵連鎖酒店禮貌服務(wù)英語72WhenaguestasksifhemaytaWhenguestsaskforsomethingandyoucan’toblige

Youshouldsay:“I’mafraidsuchinformationisconfidential.”“Iregret,wecan’tguarantee,butwe’lldoourbest.”“Unfortunately,dogsarenotallowedhere.”金陵連鎖酒店禮貌服務(wù)英語73WhenguestsaskforsomethingWhenaguestgivesyousomething:

Sometimesguests,outofpoliteness,offeryouadrink;somesweetstheyareeating;orasouvenir,etc.Replygraciously:“That’sverykindofyou.Butno,thankyou.”Ifitissomethingyoucanaccept,say:

“That’sverykindofyou.Thankyouverymuch.”金陵連鎖酒店禮貌服務(wù)英語74WhenaguestgivesyousomethiTosay“YES”

“Yes,madam/sir.”“YesIwill,sir.”

(Ifyouareaskedtoremembersomething)“I’llseetoitrightaway;madam.”“Yes,certainly,justleaveit(everything)tous,sir.”“Certainly,Mr.We’rehappytodoit.”“Verygood,sir.We’dbegladtohelp.”“Certainly,sir.”“That’scorrect.”金陵連鎖酒店禮貌服務(wù)英語75Tosay“YES”“Yes,madam/sir.”Tosay“NO”toaguest’srequest:Say:

“Thatwon’tbenecessary,thankyou.”“I’msorry,there’snodiscount.”“Iregretthatwecan’tofferyou.”“Notreally.It’sgoodvaluefortheprice.”Add:“MayIbeofanyfurtherassistance,sir?”

金陵連鎖酒店禮貌服務(wù)英語76Tosay“NO”toaguest’srequeBreakingawayfromconversationwithguests:

Say:

“Excuseme.Aguestiswaitingforme.”“I’msorry,sir.Imustgo.Nicetalkingwithyou.”“Willyouexcuseme,please?”Add:

“Haveapleasant(good/nice)day,madam&sir.”

“Goodday,Mr.….”金陵連鎖酒店禮貌服務(wù)英語77BreakingawayfromconversatioIfaguestexplainssomething:

Maintaineyecontact,nod,andsay:“Isee.”“Yes,Isee.”“Oh,Isee.”金陵連鎖酒店禮貌服務(wù)英語78Ifaguestexplainssomething:Ifaguestexplainssomething:Ifyouagree,youcansay:“That’strue.”“Yes,exactly.”“Iagree.”Ifyouaresurprisedatwhatyouhear,youcansay:“Really?How/veryinteresting.”“Isthatso?金陵連鎖酒店禮貌服務(wù)英語79Ifaguestexplainssomething:Whenaguestisembarrassedbecauseheisslowandclumsy(orhandicapped):

Say:

“Pleasetakeyourtime,sir/madam.There’snohurry.”

“Don’tworry,sir/madam.We’llseetoit.”(We’llcleanitup.Etc.)

金陵連鎖酒店禮貌服務(wù)英語80WhenaguestisembarrassedbeWhenyoubreakintotheguests’conversation:

“Excuseme,sir,mayIhaveyourmembershipcard(creditcard/roomnumber),please?”“Excusemeforinterrupting.”“MayItakeupafewmomentsofyourtime?”“Mayspeaktoyouforamomentsir/madam?”Afterwards,say:“Sorrytohavebotheredyou,madam.”金陵連鎖酒店禮貌服務(wù)英語81WhenyoubreakintotheguestsWhenagustasksyoutohurryup.

Say:

“Thankyouforwaiting.I’llseetoitrightaway.”

金陵連鎖酒店禮貌服務(wù)英語82WhenagustasksyoutohurryGuestsdemandingservice:Youcanonlyserveonepersonatatime,sosaypleasantly(Smiling):“MayIaskwho’snext,please?”“I’llbewithyouinamoment,sir/madam.”(totheguestwhoisstillwaiting)

Iftheguestbreaksaqueuetodemandservice,say:

“I’msorry,Imusttakeeachguestbyturn,sir/madam.I’llbewithyouassoonaspossible.”金陵連鎖酒店禮貌服務(wù)英語83Guestsdemandingservice:YoucOnpickingupatelephoneforanincomingcall:Answerwithasmileinyourvoice:“Goodmorning/afternoon/evening,Reservation(departmentetc.)MayIhelpyou?”Ifaguestwantsanoutsideline,say: