English trainingWord文档格式.docx
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14SHORTDELAYS(Lessthan5minutes)
15LONGDELAYS(morethan5minutes)
16APOLOGIZINGFORANINCONVENIENCE
17ACCEPTINGCOMPLAINTS
18SUGGESTIVESELLING
19BREAKINGAWAYFROMCONVERSATION
20GIVINGDIRECTIONS
21WHENTHEGUESTASKSTOTAKESOMETHING
22WHENTHEGUESTAPOLOGIZESBYSAYING“SORRY”
23WHENTHEGUSTPASSESANDSAYS“EXCUSEME”
24CONFIRMINGREQUESTS
25FAREWELLINGTHEGUEST
Goodmorning/goodafternoon/goodevening,Sir/madam,howmayIhelpyou?
Mynameis....Iamverygladtobeofservice.
DonotsayHiorjustHello,thisistooinformal.Ifyouknowguestname,donothesitatetouseinsteadof“Sir/Madame”,e.g.use“Mr./Mrs./Ms/Mr.&
Mrs.Clinton”toreplace“Sir/Madam.”
Aguest’snameismusictohisears.
Addressingindividualguest(s)whosenameyoudonotknowyoucanuse“Sir/Madam/Miss/Sir&
Madam”;
ifyouaddressagroupofguests,tocalltheattentionofthewholegroup,evenifyouknowthenameofsomeofthem,youstillcanuse“Gentlemen/Ladies/Ladies&
Gentlemen”.
*Magicwordswhichopenalldoors:
“Please/ThankYou/ExcuseMe/PardonMe”.
2.EXCHANGEOFGREETING
Goodmorning/goodafternoon/goodevening,haveapleasantday,Sir/Madam(Mr...).
howareyoutoday,Sir/Madam(Mrs...).
hownicetoseeyouagain,Mr./Mrs./Ms....
IfAguestsaythattoyou,youshouldrespondlike:
“You,too.Sir/Madam.”
“Verywell,Thankyou,Mr./Ms/Mrs....
“Thepleasureismine,Mr./Mrs./Ms....”
MayIhelpyou,Sir/Madam?
MayIbeofassistance,Sir/Madam?
Wouldyouliketohave...?
MayIofferyou...?
Sayitwithsmiletoshowgueststhatyouarefriendlyandattentivetotheirneeds.
4RESPONDINGTOGUESTREQUEST
Yes,certainlySir/Madam(Mr./Ms/Mrs...).
Iwilltakecareofitimmediately/rightaway,Sir/Madam(Mr./Ms/Mrs...).
Iwillgoandcheckimmediately/rightaway,Sir/Madam.
Yes,Sir/Madam./allright,Sir/Madam.
Immediately,Sir/Madam.
CertainlyIwillbehappytodothat.
Donotkeeptheguestwaiting.Ifyoudonotknowtheanswer,checkwithyoursuperiororsomeoneincharge.
Neveruse“OK”or“ofcourse”,whichareinformalandrudein5starhotels.
Letmecheckforyou,Sir/Madam.
Pleasewaitamoment,Sir/Madam.Iwilltrytofindoutforyou.
CertainlySir/Madam,Iwillcheckforyou.(Or:
Iwillcheckandcomebacktoyouassoonaspossible.
Neversaythingsyouarenotsureofbyassuming,suchas:
“Ourair-consystemis
shutdown.”/“Wehaverunoutofseafood/wedonothaveicecreamtoday.”
(Althoughitmightbetrue.)Saytheabovementionedsentences,checkwithconcerneddepartmentandcomebacktotheguestwiththeanswer/orlettheguestknowyouhaveconcerneddepartmentinformedtohelphimbysaying:
“Sorrytohavekeptyouwaiting,Ihavechecked....”
6ASKINGGUESTSTOPERFORMANACTION
Excuseme,Sir/Madam,couldyouplease(requestsuchas“sign”/“wait”etc.)here?
Excuseme,Sir/Madam,couldyoupleasefollowme.
Wouldyoupleaseprint/spellyourfullnameforme,Sir/Madam?
Pleasemindthestairs!
MayIaskyouto(request),Sir/Madam?
CouldIhave(request),Sir/Madam?
Wouldyouliketo...?
Beutmosthumbleandcourteouswhendoingthis.
Iamsorry,Sir/Madam.The...Department/counterisresponsiblefor....
Ishallcontactthe...Departmenttocheck...
Thepeopleinour...Departmentcananswerthatquestionforyou,Sir/Madam.
Beutmosthumbleandcourteouswhendoingthis.Explaintotheguestthatthefunctionisthetaskofanotherareaandofferhelpbyusingsentencesin“5”andneveraskgueststocontactorfindoutbythemselves.
Thankyouverymuch,Sir/Madam.
It’smypleasure!
Youaremostwelcome.
Gladtobeofservice.
BesincerewhenThankingtheguestsandsmileatthesametime,ifpossible,usepositivebodylanguageaswell,suchasasmallbowornodding.
9ASSISTINGTHEGUESTS
MayIhelpyou?
Letmehelpyouwithyour...,Sir/Madam.
Letmegetyoua...pleaseSir/Madam.
Wouldyouliketosithere,Sir/Madam?
MayIassistinanyway?
Youshouldofferhelpbeforetheguestasks.Thisshowattentivenesstowardstheguestandgoodcustomercareskills.
Sorry,couldyoupleasespeakmoreSLOWLY,Sir/Madam?
Sorry,couldyoupleasespeakmoreCLEARLY,Sir/Madam?
Sorry,couldyoupleasespeakmoreLOUDLY,Sir/Madam?
Iamsorry,Idonotunderstand.I’llgetmysuperiorforyou,Sir/Madam.
Iamsorry,Idonotunderstand.Couldyoupleaseshowme?
Iamsorry,couldyoupleaserepeatthat?
Neversay“What!
!
”whenyoudonotunderstand.DONOTbeafraidtosayyoudonotunderstand.Callyoursuperiorifyoudonotunderstand.DONOTletguestrepeatforthethirdtime.
Iamsorry,Idon’tspeakEnglish/Japanesewell.ButIwillgetsomeonetohelpyouimmediately/rightaway,Sir/Madam.
Iamsorry,Idonotunderstand.Iwillgetthemanagerforyou,Sir/Madam.
Donotbeafraidtosayyoudonotunderstand.Betterletyoursuperiorhelptheguestthanmakingmistakestoupsettheguest.
12GUESTOFFERSOMETHINGOUTOFPOLITENESS
No,thankyou.Youareverykind.
It’sverykindofyoubutno,thankyou.
Youareverykind,butIcannotaccept.
Iamafraidnot.Sorry,Sir/Madam.
No,Iamsorry.
I’mafraidnot,unfortunately.
Notreally.
No,Sir/Madam.Itisnot.
Justamoment,please,Sir/Madam.
Thismaytakeafewminutes,Sir/Madam.
Onemoment,please,Sir/Madam.
I’llbewithyouinamoment,Sir/Madam.
Sorrytokeepyouwaiting,Sir/Madam.
I’msorryaboutthedelay.
Myapologiesforthedelay.
Itisimportantthattheguestdoesnotfeeltheyhavebeenignored.Alwaysacknowledgetheguestevenifyouhavetokeepthemwaiting.
I’msorry,Sir/Madam.Thismaytakeabout...minutes.Isthatallright?
I’msorryforthedelay,Sir/Madam.Itwilljustbeafewminuteslonger.Willthatbeallright?
I’mterriblysorryfortheinconvenience,Sir/Madam,butthismaytakeafewminuteslonger.
BeSINCEREandshowtheguestyouareconcernedofthedelay.
Askfortheguest’sapprovalsothattheyfeellookedafter.
I’mverysorry,Sir/Madam.Thankyouforyourco-operation/patience.
I’mterriblysorrywearenotpermittedtodothis.
I’mafraidit’sagainstcompanypolicytodothis.
I’mterriblysorry.Therecouldhavebeensomemistake.
Idoapologize.
I’msorry,Sir/Madam.I’lllookintothematteratonce.
17ACCEPTINGCOMPLAINTS/CRITICISM
Thankyoufortellingus,Sir/Madam.Iassureyouweshalldoourbesttoensureitwillnothappenagain.Pleaseacceptourapology.
Pleaseacceptourapologies.Ishallletthepersoninchargeknow.
I’msorryforwhathappened.Itmustbeveryannoying.
I’msorrytohearthat.Youmustbeveryannoyed.
Listenattentivelytoguestscomplaintsandtakenotesifnecessarytoshowyoursincerity.
DONOTARGUE-THEGUESTISALWAYSRIGHT!
(Evenifsometimestheyarenot.)
Neversaythingslike“It’snotmyfault/Ididnothandleit/it’snotmydepartment.”
MayIshowyouour(item/service),Sir/Madam?
Haveyoutriedour...?
MayIsuggestyou...?
Wouldyoulikemore...?
19BREAKINGAWAYFROMACONVERSATION
Excuseme,Sir/Madam,butI’mbeingcalled.
Excusemeforinterrupting.
MayItakeupafewmomentsofyourtime?
MayIspeaktoyouforamoment,Sir/Madam.
Willtherebeanythingelse,Sir/Madam?
I’msorryI’mbeingcalledaway.Haveapleasantday,Sir/Madam.
Excusingyourselfshowscourtesy.
Courtesyisthenatureofservice!
Gostraightahead,please.
Pleaseturnleft/rightatthefirstcorner.
Pleasegouptheescalator.
Pleasegodowntothelobby.
Sorry,I’mnotsure.Ifyouwaitamoment,I’llbegladtofindoutforyou.
The...(item)isatthebottomofthe(item).
The...(item)isatthetopofthe(item).
The...(service)ison...thfloor.
Showthewaywithyourhand,NOTFINGER.Ifapplicable,personallyaccompanytheguestorshowthelocationoftheitembysaying“letmeshowyoutheway”or“pleasefollowme”.
21WHENTHEGUESTASKSIFTHEYMAYTAKESOMETHING
Certainly,Sir/Madam,letmehelpyou.
Goaheadplease,you’rewelcome.
Yes,sure,allowme.
Guestoftenliketotakemenus,leafletsarticles,etc.Ifyouarenotsureiftheyarepermitted,checkwithyoursuperiorormanager.
That’squiteallright.
Itdoesn’tmatter.
It’snothingserious.
Pleasedonotworryaboutit,Sir/Madam.
Butincasesomevaluablepropertiesofthehotelisdamaged,youshouldnotsay
theabovementionedtotheguest;
youshouldsay:
“Iamsorrywhathappened.ButI’mafraidIhavetoreportthistomymanager.Hopeyouunderstandthat.”
23WHENTHEGUESTPASSESYOUBYANDSAYS“EXCUSEME”
Yourreplyshouldbe-“I’msorry”andturntolistentotheguestsrequest.