酒店基础礼貌服务英语.ppt

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,酒店基础礼貌服务英语,一、与客人打招呼,礼貌地与客人打招呼及称呼客人，表示你对他们的热情欢迎：,“,早上好，小姐,/,先生Good morning,madam/sir.,”,“,下午好，小姐,/,先生Good afternoon,madam/sir.,”,“,晚上好，小姐,/,先生Good evening,madam/sir.,”,客人喜欢听你称呼他的姓氏，因此尽可能常用，如：,“,王先生，陈小姐，李太太,”,等很高兴再次见到您（欢迎再次光临），王先生Nice to see/meet you again,Mr.Wang.,”,或与客人互相寒暄：,“,您今天好吗？,”,“,How are you(today)?,”,“,我很好，谢谢，你呢？,”,“,I,m fine,thank you,and you?,”,“,很好，谢谢您？,”,“,I,m very well,/I,m fine,too.Thank you.,”,Useful Words and Expressions:,1)Sir,2)Madam,3)Miss,4)Ms,5)meet,6)Good morning/afternoon/evening!,7)Glad/Nice to,8)How do you do?/How are you?,二、主动向客人提供帮助,“,我可以帮您吗？,”,“,May I help you?,”,/,“,What can I do for you?,”,尽量为客人多做一点：,“,还有什么需要我帮您吗？,”,“,Is there anything else I can do for you?,”,Useful Words and Expressions:,1)May/Can I,?,2)If you need my help,just call me please.,三、记住一些客人喜欢的言词,“,谢谢。

Thank you.,”,“,别客气You are welcome.,”,“,对不起I,m sorry.,”,“,没关系That,s all right.,”,“,请Please.,”,“,很高兴为您效劳It is my pleasure.,”,Useful Words and Expressions:,1)Welcome.,2)That,s all right.,3)It is my pleasure.,四、打扰客人之前，要提示客人,“,打扰了,”“,Excuse me,”,这个情形可能包括诸如：打断客人谈话，为客人上菜时，进客房之前，请客人让路，你在服务时中途退场等五、向客人呈递某物时,“,这是您的,”,“,Here is/are your (key,newspaper,boiled water,breakfast,lunch,supper,”,)/,“,Here you are.,”,六、要客人等待时，要先有交代,“,请稍等一会儿Just a moment,please./Wait a minute,please.,”,“,我一会儿就来I will be back in a moment.,”,再返回客人身边时，对久等的客人说抱歉：,“,对不起，让您久等了。

Sorry to have kept you waiting.,”,Useful Words and Expressions:,1)moment,2)wait,3)I will be,4)Sorry to,七、听不明白客人说话时，不要臆想，你可以,“,请再说一遍好吗？,”,“,I am sorry,I don,t understand.Could you show me?,”,/,“,I beg your pardon.,”,八、当客人因行动笨拙而显露尴尬时，安慰客人说,“,请慢慢来，别着急Please take your time,there,s no hurry.,”,九、向客人作自我介绍,“,我叫杰克如果有什么需要我帮忙，请告诉我My name is Jack.Please let me know if there,s anything I can do for you.,”,/,“,Can I help you?,”,十、与客人友好地告别，让客人对你和酒店留下深刻印象,“,再见Goodbye.,”,“,祝您今天过得愉快Have a nice day.,”,“,祝您在这居住愉快Wish you happy here.,”,对要离店客人报以祝愿：,“,希望很快又见到您。

Hope to see you again soon.,”,“,祝您一路顺风Have a nice trip.,”,十一、在三响之内迅速接听,拿起时：,“,早上好,/,下午好,/,晚上好，（这是）,_,（部门,/,部份名称）我是,，我可以帮您吗？,“,Good morning/Good afternoon/Good evening,(This is)(Name of your department/outlet).,speaking.May I help you?,”,挂前：,“,多谢您的来电Thank you for calling.,”,十二、礼貌地回应客人的请求或询问,当你能满足客人要求时，要马上采取行动：,“,好的，小姐,/,先生，我马上拿给您Certainly,madam/sir.I will get it right away.,”,“,是的，小姐,/,先生，我马上帮您处理Yes,madam/sir.I will take care of it at once.,”,当你不能满足客人要求时：,“,我恐怕这违反酒店的规定I,m afraid it is against hotel regulation.,”,“,对不起，我们不允许这样做。

I,m sorry,we are not allowed to do this.,”,“,对不起，恐怕我们没有（客人要的东西）I,m sorry,I,m afraid we don,t have(things guests want).,”,这时向客人作其它介绍或建议是非常重要的我可以建议（你去中国银行）吗？,”,“,May I suggest(you go to the bank of China)?,”,当你对客人的询问不肯定时：,“,对不起，我不太确定如果您能等一会，我马上去查找Sorry,I am not sure.If you wait a minute,I,ll try to find out.,”,十三、当你请求客人做某事时：,“,您可以（在这里签名）吗？,”,“,Could you(sign here)?,”,“,您介意（稍后再来）吗？,”“,Would you mind(calling back later)?,”,“,我可以知道（您的姓名）吗？,”“,May I(have your name)?,”,十四、为客人指示方向,“,请跟我来Follow me please.,”,“,请一直往前走。

Please go straight ahead.,”,“,请向右转,/,左转Please turn right/left.,”,“,它在 楼It is on the floor.,”,十五、处理投诉与错误,“,谢谢您告诉我们，小姐,/,先生我会马上向经理报告这件事，请接受我们的道歉Thank you for telling us,madam/sir,I,ll inform my manager about it at once.,”,“,Please accept our apology.,”,“,我非常抱歉，小姐,/,先生，是我们出差错了，我马上改正过来/,我马上去查这件事I,m terribly sorry,madam/sir.There could have been some mistakes.I,ll have it corrected at once./I,ll look into the matter at once.,”,THAT IS ALL,THANK YOU,。