酒店basicenglishtraining(文件)
【正文】 say 當(dāng)客人滿足了你的需求后，你應(yīng)當(dāng)說：“Thank you, sir/madam”Don’t snatch it wordlessly 別只字不言13. Leaving a room or a table 離開房間或餐臺Say: “Will that be all, Madam/Sir?”“Is there anything else I can get you (do for you)?”This shows your willingness to serve. 這表明愿意繼續(xù)服務(wù)。BPart A: Contact with guest 與客人接觸1. Greetings 問候Always smile and keep eyecontact with the guest 隨時(shí)保持目光接觸Use guest’s name at any time if possible 在任何時(shí)候盡是用客名稱呼客人“Good Morning, Sir/Madam.” (Either/or both)— (0:0012:00)“Good Afternoon, Sir/Madam.” (at noon or after lunch—12:0018:00)“Good Evening, Sir/Madam.” (Sunset—18:0024:00)“May I help you, Sir/Madam?”“Wele to _____” (name your hotel or restaurant)“It’s good to see you again, Sir/Madam” (to repeat guest only)“I hope you enjoy your stay with us.”2. Magic words which open all doors 打開所有大門的魔力詞語“Please”“Thank you”“Excuse me”“Pardon me”“Sorry”3. A guest’s name is music to his ears 客人姓名對于他（她）本人而言是美妙的音樂It is difficult to remember so many names, but where there is a will, there is a way. 要記住所有人的姓名是件非常困難的事情，但只要你愿意，就能辦到。“Mr. ___” “Miss ___” “Mrs. ___” “Mr. and Mrs. ___”(“Master” for young boys is now seldom used.)Don’t say “Your wife/husband”. Use the name . “Mrs. ___” or say “The lady/gentleman with you.” 不要說“你的妻子/你的丈夫”，使用客名，如：“**太太”，或說“與你在一起的那位小姐/先生”。14. Goodbyes 再見“Thank you for ing.” (Not for you ing)“Please e again. Goodbye, Madam/Sir.”“Good night, sleep well.”“I hope you enjoyed your stay with us, Madam/Sir, goodbye”“Have a nice trip.”Part D: Handling guest 與客交流1. If a guest explains (or repeats) something 如果客人在解釋（或重復(fù)）一些事時(shí)Maintain eyecontact, nod, and say 保持目光接觸，點(diǎn)頭，并說：“I see”“Yes, I see”“Oh, I see”or “That’s right, sir”Don’t use 別只說 “Right?” (as a question) or on it’s own right 或沒有反應(yīng)2. Asking a guest to e back (to sign, etc) or breaking into a conversation 要求客人回來（比如：簽單）或打斷客人的談話“Excuse me, sir. May I have your room number?”“Excuse me for interrupting.”“May I take up a few moments of your time.”“May I speak to you for a moment, sir/madam?”afterwards, say 然后說：“Sorry to have bothered you.”3. When guest asks you to hurry up
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