酒店英语基础培训Word文档下载推荐.docx

酒店英语基础培训Word文档下载推荐.docx

《酒店英语基础培训Word文档下载推荐.docx》由会员分享，可在线阅读，更多相关《酒店英语基础培训Word文档下载推荐.docx（20页珍藏版）》请在冰点文库上搜索。

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,youshouldnotsaytheabovementionedtotheguest;

youshouldsay:

“Iamsorrywhathappened.ButI’mafraidIhavetoreportthistomymanager.Hopeyouunderstandthat.”

23WHENTHEGUESTPASSESYOUBYANDSAYS“EXCUSEME”

Yourreplyshouldbe-“I’msorry”andturntolistentotheguestsrequest.

24CONFIRMINGREQUEST

MayIrep