【正文】 Service EnglishCONTENTSLESSON 1 WELCOME amp。 GREETINGLESSON 2 WHERE ARE YOU FROM? LESSON 3 PARTINGLESSON 4 NUMBER, TIME, DAY AND DATELESSON 5 COURTESY EXPRESSIONSLESSON 6 TELEPHONE COURTESY LESSON 7 SHOWING DIRECTIONLESSON 8 OFFER INFORMATIONLESSON 9 REQUESTLESSON 10 HANDLING COMPLAINTSLESSON 11 KNOW OUR CLUB41LESSON 1 WELCOME amp。 GREETINGI. OPENINGSIn China, we usually greet each other with the expression “Have you eaten?” Foreigners use a more formal type of greeting, which depends upon the time of day.Good morningGood afternoonGood eveningWhen you use these greetings, your voice should be friendly and cheerful. Remember a friendly smile and voice doesn’t cost anything.II. RECONGNITIONa. A guest’s name is music to him. Use the guest’s name whenever possible.Good morning, Mr. MillerGood evening, Mrs. ZhuHowever, avoid over using a guest’s name, as this will sound insincere.b. Recognition can still be given even when we do not know a guest’s name. Use:Sir Madam Gentlemen Ladies Ladies and gentlemen Madam, gentlemen Sir, ladiesEg, “Good evening, gentlemen”III. KEY POINTS AND EXPLANATIONS“How are you?”a. Don’t say “how do you do?” which is only used for introductions. And the only answer is “ How do you do?” When greeting use “How are you?” If guests say it first, always remember to ask in return, “And you, sir?” b. Don’t say “Hello” when greeting guests. Always use “Good morning, sir.”IV. CONVERSATIONS Conversation AGuest: How are you, Tony?You: Fine, thank you. And you?Guest: Everything is ok.Conversation BYou: Good morning, madamGuest: Good morning, sir.You: Wele to our hotel/club!Guest: Thanks.You: Let me help you, is all of your baggage here?Guest: Yes, I have got three suitcases.You: Come this way, please. The reception desk is over there. I will put your baggage by the post over there.Guest: Thanks. You: A bellboy will show you to your room when you finish the checkin.Guest: That is fine.You: Please enjoy your stay at our hotel/club.LESSON 2 WHERE ARE YOU FROM?Guests are always pleased to tell you where they came from. They are often a long way from home and like to think you are interested in their country. Guest also likes to know where you are from. Remember though, that many foreigners don’t know much about China, so you need to say more than “Dalian” if guests ask where you e from. “Dalian, in North East China” is much easier to understand.II. VOCABULARYEurope Asia North America South America Australia North west east south III. WHERE ARE YOU FROM?A Guest: Where are you from? You: I’m from Chengdu, in Sichuan province.B You: Where are you from, sir?Guest: I’m from Italy.IV. WHERE ARE THESE PLACES?Using North, South, East and West, tell your teacher where these places are: Beijing Guangzhou Xi’an Shanghai Urumqi V. CONVERSATIONS A. Useful words and phrasesWhere are you from …你來自…?I am from…我來自Have you met…你見過嗎？Let us … 讓我們…How do you do? 你好？It is a pleasure to meet you. 認(rèn)識(shí)你很高興。It is a great honor to meet you. 認(rèn)識(shí)你真榮幸。I am very glad to meet you. 認(rèn)識(shí)你我很高興。B. CONVERSATIONSCONVERSATION AWang: John, have you met Mr. Chen?John: No.Wang: This is Mr. Chen, Chen Ming.John: How do you do, Mr. Chen?Chen: How do you do?John: My name is John.Chen: It is nice to meet you. Where are you from?John: I am from Australia. I am glad to meet you, too.CONVERSATION BWang: John, this is Li Yan, my good friend. Have you met before?John: No. How do you do, Miss. Li?Li: How do you do?John: This is my wife Mary.Li: Very glad to meet you. Are you from Canada?John: No. We e from America.Wang: John, the man over there is our manager. Let us go and meet him, Mr. Zhang. This is Mr. John, from Australia.Zhang: It is a great honor to meet you.John: Me too.Lesson 3 PartingI. INTRODUCTIONPartings are as important to the guest as greetings. While greetings give the guests their first impression of the hotel, a friendly and courteous parting rounds off the stay fortably and leaves the guest feeling very positive about his time with MISSION HILLS GOLF CLUB.Use one of following phrases to achieve a successful parting:1. Good bye /Good night 2. See you next time /soon/tomorrow/later3. If there is anything that you require/want, please do not hesitate to contact us.4. (I hope you will) enjoy your stay.5. Have a pleasant day/trip.6. Have a good journey.7. You’re wele.8. We are looking forward to seeing you again.9. Thank you for calling us.10. Thank you for shopping with us.11. Thank you for staying with us.12. Thank you for using room service.13. Thank you for dining with us, please e again.14. It’s a pleasure to serve you and your family again.15. We hope to wele you again.16. It was a pleasure having you.II. KEY POINTS AND EXPLANATIONSa. If guests greet you first: “Have a nice evening.” You always say “you too.” “And you.” “The same to you.”b. 1st day “I hope you enjoy your stay with us.”(Following days) “I hope you are enjoying your stay with us.”(Last day) “I hope you enjoyed your stay with us.”III. CONVERSATIONCONVERSATION AJohn: I am afraid I must be leaving now.Wang: Must you? It is still early.John: We must leave for Nanjing early tomorrow morning.Wang: In that case, I won’t keep you.John: Thank you again for inviting me.Wang: Take care and good night.John: Good night.CONVERSATION BJohn: It is very nice of you to e to see me off.Wang: It is my pleasure.John: I enjoyed my stay in Shenzhen very much. I really don’t know how to thank you.Wang: Don’t m