某连锁酒店礼貌服务英语培训课件.ppt

*金陵苏源大酒店新员工入职培训6eat6eat更多资料:6eat*金陵连锁酒店礼貌服务英语COURTESYHOTELENGLISH*Wordswhichare“musts”inEnglish:Please;Thankyou;Excuseme;Pardon;.“Excuseme,,please?”“,Thankyouverymuch”“I’msosorrytohavebotheredyou.”*Addressingindividuals:Ifyoudonotknowtheguest’sname,addresshim/heras:“sir”or“madam”.“Yes,sir.”“Goodnight,madam.”“MayIhelpyou,sir?”*Addressingagroupofguests:“Gentlemen”“Ladies”“Ladies&gentlemen”*Everyguestlovestohearyourememberhisname:Ifyouarenotsureyouhavetherightname,say:“It’sMr…..,isn’tit?”Ifyoudonotknowaguest’sname,say:“MayIknowyourname,sir/madam?”Ifyouneedthefullname,add:“Andyourinitials,please?”“Andyourfirstname,please?”更多资料:6eatEveryguestlovestohearyourememberhisname:Neversay:“Yourwife”(or“husband”).Usethesurname,say:“Mrs.”or“Mr.”Ifyouarenotsuretheyaremarried,say:“Theladywithyou.”or“Thegentlemanwithyou.”*Greetings:Accordingtothetimeofday,say:“Goodmorning,sir/madam.”“Goodafternoon,sir/madam.”“Goodevening,sir/madam.”Add:“MayIbeofyourservice,madam?”“MayIbeofyourservice,sir?”*Greetings:Followwith:“ebackto***hotel,sir/madam.”“eto**hotel,sir/madam.”“It’snicetoseeyouagain,sir/madam.”Fornewarrivals:“Didyouhaveanicetrip,sir/madam?”Add:“Haveapleasantstayin***hotel,sir/madam.”“Ihopeyouenjoyyourstaywithus,sir/madam.”*Exchangeofgreetings:“Howareyoutoday/thismorning,Mr.?”Ifheanswers,“Fine,thankyou.”,say:“I’mgladtohearthat.”Ifheanswerssomethingnotverypositiveabouthimself,say:“I’msorrytohearthat,Ihopeyouarebetternow.”“I’msorrytohearthat,takeiteasytoday.”“I’msorrytohearthat,pleasetakecare.”