一 酒店基礎(chǔ)禮貌服務(wù)用語
1 禮貌地與客人打招呼及稱呼客人，表示你對他們的熱情歡迎:
— “早上好，小姐/先生?！薄癎ood morning, madam/sir.”
— “下午好，小姐/先生。”“Good afternoon, madam/sir.”
— “晚上好，小姐/先生?！薄癎ood evening, madam/sir.”
﹡ 客人喜歡聽你稱呼他的姓氏，因此盡可能常用，如：“王先生，陳小姐，李太太”等。
— “很高興再次見到您(歡迎再次光臨)，王先生?！薄癗ice to see/ meet you again, Mr. Wang.”
或與客人互相寒暄：
— “您今天好嗎?”“How are you ( today)?”
— “我很好，謝謝，你呢?”“I’m fine, thank you, and you?”
— “很好，謝謝您?”“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 ?
2 主動向客人提供幫助:
— “我可以幫您嗎?”“May I help you?”/What can I do for you ?
﹡ 盡量為客人多做一點：
— “還有什么需要我?guī)湍鷨?”“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.
3 記住一些能討人喜歡的言詞:
— “謝謝。”“Thank you.”
— “別客氣?！薄癥ou are welcome.”
— “對不起?！薄癐’m sorry.”
— “沒關(guān)系?！薄癟hat’s all right.”
— “請?！薄癙lease.”
※ Useful Words and Expressions:
1) welcome
2) That’s all right.
4 打擾客人之前，要提示客人：
— “打擾了……”“Excuse me…”
這個情形可能包括諸如：打斷客人談話，為客人上菜時，進(jìn)客房之前，請客人讓路，你在服務(wù)時中途退場等。
5 向客人呈遞某物時：
— “這是您的……” “Here is / are your (key, newspaper, boiled water, breakfast, lunch ,supper…”) / “Here you are.”
6 要客人等待時，要先有交代:
— “請稍等一會兒。”“Just a moment, please./Wait a minute, please.”
— “我一會兒就來。”“I will be with you in a moment.”
﹡再返回客人身邊時，對久等的客人說抱歉：
— “對不起，讓您久等了?！薄癝orry to have kept you waiting .”
※ Useful Words and Expressions:
1) moment
2) wait
3) I will be…
4) Sorry to…
7 聽不明白客人說話時，不要臆想，你可以：
— “請再說一遍好嗎?”
“I am sorry, I don’t understand. Could you show me?”/“ I beg your pardon.”
8 當(dāng)客人因行動笨拙而顯露尷尬時，安慰客人說：
— “請慢慢來，別著急?！薄癙lease take your time, there’s no hurry.”
9 向客人作自我介紹:
— “我叫 。如果有什么需要我?guī)兔?，請告訴我?！?BR> “My name is . Please let me know if there’s anything I can do for you.”/Can I help you?
10 與客人友好地告別，讓客人對你和酒店留下深刻印象:
— “再見?！薄癎oodbye.”
— “祝您今天過得愉快。”“Have a nice day.”
— “祝您在這居住愉快?！薄癢ish you happy here.”
﹡ 對要離店客人報以祝愿：
— “希望很快又見到您。” “Hope to see you again soon.”
— “祝一路順風(fēng)?！薄癏ave a nice trip.”
11 在三響之內(nèi)迅速接聽電話:
◆ 拿起電話時：
— “早上好/ 下午好/ 晚上好，(這是)___________(部門/ 部份名稱)。
我是……，我可以幫您嗎?
“Good morning/ Good afternoon/ Good evening, (This is) (Name of your department/ outlet).…speaking. May I help you?”
◆ 掛電話前：
— “多謝您的來電?！薄癟hank you for calling.”
12 禮貌地回應(yīng)客人的請求或詢問:
◆ 當(dāng)你能滿足客人要求時，要馬上采取行動：
— “好的，小姐/先生，我馬上拿給您?！?BR> “Certainly, madam/sir. I will get it right away.”
— “是的，小姐/先生，我馬上幫您處理?！?BR> “Yes, madam/sir. I will take care of it at once.”
◆ 當(dāng)你對客人的詢問不肯定時：
— “對不起，我不太確定。如果您能等一會，我馬上去查找?！?BR> “Sorry, I am not sure. If you wait a minute, I’ll try to find out.”
◆ 當(dāng)你不能滿足客人要求時：
— “我恐怕這違反酒店的規(guī)定。”
“I’m afraid it is against hotel regulation.”
— “對不起，我們不允許這樣做?！?BR> “I’m sorry, we are not allowed to do this.”
— “對不起，恐怕我們沒有(客人要的東西)。”
“I’ m sorry, I ’m afraid we don’t have (things guests want).”
﹡這時向客人作其它介紹或建議是非常重要的。
— “我可以建議(你聯(lián)系地下層的銀行)嗎?”
“May I suggest (you contact the bank in the basement)?”
13 當(dāng)你請求客人做某事時：
— “您可以(在這里簽名)嗎?” “Could you (sign here)?”
— “您介意(稍后再來電話)嗎?”“Would you mind (calling back later)?”
— “我可以知道(您的姓名)嗎?”“May I (have your name)?”
14 為客人指示方向:
— “請跟我來。” “Follow me please.”
— “請一直往前走?！薄癙lease go straight ahead.”
— “請向右轉(zhuǎn)/左轉(zhuǎn)?！薄癙lease turn right / left.”
— “它在 樓?！薄癐t is on the floor.”
15 處理投訴，錯誤:
— “謝謝您告訴我們，小姐/先生。我會向經(jīng)理報告這件事，請接受我們的道歉?！?BR> “Thank you for telling us, madam / sir, I’ll inform my manager about it.
Please accept our apology.”
— “我非常抱歉，小姐/先生，是我們出差錯了，我馬上改正過來。/ 我馬上去查這件事?！?BR> “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.”
1 禮貌地與客人打招呼及稱呼客人，表示你對他們的熱情歡迎:
— “早上好，小姐/先生?！薄癎ood morning, madam/sir.”
— “下午好，小姐/先生。”“Good afternoon, madam/sir.”
— “晚上好，小姐/先生?！薄癎ood evening, madam/sir.”
﹡ 客人喜歡聽你稱呼他的姓氏，因此盡可能常用，如：“王先生，陳小姐，李太太”等。
— “很高興再次見到您(歡迎再次光臨)，王先生?！薄癗ice to see/ meet you again, Mr. Wang.”
或與客人互相寒暄：
— “您今天好嗎?”“How are you ( today)?”
— “我很好，謝謝，你呢?”“I’m fine, thank you, and you?”
— “很好，謝謝您?”“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 ?
2 主動向客人提供幫助:
— “我可以幫您嗎?”“May I help you?”/What can I do for you ?
﹡ 盡量為客人多做一點：
— “還有什么需要我?guī)湍鷨?”“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.
3 記住一些能討人喜歡的言詞:
— “謝謝。”“Thank you.”
— “別客氣?！薄癥ou are welcome.”
— “對不起?！薄癐’m sorry.”
— “沒關(guān)系?！薄癟hat’s all right.”
— “請?！薄癙lease.”
※ Useful Words and Expressions:
1) welcome
2) That’s all right.
4 打擾客人之前，要提示客人：
— “打擾了……”“Excuse me…”
這個情形可能包括諸如：打斷客人談話，為客人上菜時，進(jìn)客房之前，請客人讓路，你在服務(wù)時中途退場等。
5 向客人呈遞某物時：
— “這是您的……” “Here is / are your (key, newspaper, boiled water, breakfast, lunch ,supper…”) / “Here you are.”
6 要客人等待時，要先有交代:
— “請稍等一會兒。”“Just a moment, please./Wait a minute, please.”
— “我一會兒就來。”“I will be with you in a moment.”
﹡再返回客人身邊時，對久等的客人說抱歉：
— “對不起，讓您久等了?！薄癝orry to have kept you waiting .”
※ Useful Words and Expressions:
1) moment
2) wait
3) I will be…
4) Sorry to…
7 聽不明白客人說話時，不要臆想，你可以：
— “請再說一遍好嗎?”
“I am sorry, I don’t understand. Could you show me?”/“ I beg your pardon.”
8 當(dāng)客人因行動笨拙而顯露尷尬時，安慰客人說：
— “請慢慢來，別著急?！薄癙lease take your time, there’s no hurry.”
9 向客人作自我介紹:
— “我叫 。如果有什么需要我?guī)兔?，請告訴我?！?BR> “My name is . Please let me know if there’s anything I can do for you.”/Can I help you?
10 與客人友好地告別，讓客人對你和酒店留下深刻印象:
— “再見?！薄癎oodbye.”
— “祝您今天過得愉快。”“Have a nice day.”
— “祝您在這居住愉快?！薄癢ish you happy here.”
﹡ 對要離店客人報以祝愿：
— “希望很快又見到您。” “Hope to see you again soon.”
— “祝一路順風(fēng)?！薄癏ave a nice trip.”
11 在三響之內(nèi)迅速接聽電話:
◆ 拿起電話時：
— “早上好/ 下午好/ 晚上好，(這是)___________(部門/ 部份名稱)。
我是……，我可以幫您嗎?
“Good morning/ Good afternoon/ Good evening, (This is) (Name of your department/ outlet).…speaking. May I help you?”
◆ 掛電話前：
— “多謝您的來電?！薄癟hank you for calling.”
12 禮貌地回應(yīng)客人的請求或詢問:
◆ 當(dāng)你能滿足客人要求時，要馬上采取行動：
— “好的，小姐/先生，我馬上拿給您?！?BR> “Certainly, madam/sir. I will get it right away.”
— “是的，小姐/先生，我馬上幫您處理?！?BR> “Yes, madam/sir. I will take care of it at once.”
◆ 當(dāng)你對客人的詢問不肯定時：
— “對不起，我不太確定。如果您能等一會，我馬上去查找?！?BR> “Sorry, I am not sure. If you wait a minute, I’ll try to find out.”
◆ 當(dāng)你不能滿足客人要求時：
— “我恐怕這違反酒店的規(guī)定。”
“I’m afraid it is against hotel regulation.”
— “對不起，我們不允許這樣做?！?BR> “I’m sorry, we are not allowed to do this.”
— “對不起，恐怕我們沒有(客人要的東西)。”
“I’ m sorry, I ’m afraid we don’t have (things guests want).”
﹡這時向客人作其它介紹或建議是非常重要的。
— “我可以建議(你聯(lián)系地下層的銀行)嗎?”
“May I suggest (you contact the bank in the basement)?”
13 當(dāng)你請求客人做某事時：
— “您可以(在這里簽名)嗎?” “Could you (sign here)?”
— “您介意(稍后再來電話)嗎?”“Would you mind (calling back later)?”
— “我可以知道(您的姓名)嗎?”“May I (have your name)?”
14 為客人指示方向:
— “請跟我來。” “Follow me please.”
— “請一直往前走?！薄癙lease go straight ahead.”
— “請向右轉(zhuǎn)/左轉(zhuǎn)?！薄癙lease turn right / left.”
— “它在 樓?！薄癐t is on the floor.”
15 處理投訴，錯誤:
— “謝謝您告訴我們，小姐/先生。我會向經(jīng)理報告這件事，請接受我們的道歉?！?BR> “Thank you for telling us, madam / sir, I’ll inform my manager about it.
Please accept our apology.”
— “我非常抱歉，小姐/先生，是我們出差錯了，我馬上改正過來。/ 我馬上去查這件事?！?BR> “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.”