某連鎖酒店禮貌服務(wù)英語培訓(xùn)(編輯修改稿)
2025-02-12 02:40 本頁面
【文章內(nèi)容簡介】 ave any single rooms. How about a double room?” 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 20 When guests ask for something that you are not sure you can provide answer honestly: ? “If you wait a moment, sir/madam, I’ll try to find out.” ? “I’m sorry, madam, I’m afraid I’m not sure, but I’ll ask someone for you.” ? On returning with a positive answer, say: ? “Thank you for waiting. We do have … available.” 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 21 When guests thank you: ? Always reply with a smile, using one of the following: ? “It’s my pleasure.” ? “My pleasure. I’m happy everything was satisfactory.” ? “You’re most wele.” ? “Glad to be of service. Please feel free to contact us anytime.” ? “Thank you.” 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 22 When guests apologize by saying, “Sorry”, say: ? “That’s all right.” ? “It doesn’t matter.” 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 23 Giving way to guest ? Remember always to let guests go first: ? “After you, madam/sir.” ? When guests pass you and say:“Excuse me”, ? You reply is: ? “Certainly, Sir, after you.” 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 24 Giving way to guest ? If you have to pass in front of a guest, say: ? “Excuse me, please.” ? “May I e through, please?” ? If you sneeze, cough accidentally while serving, say: ? “Excuse me” or “Pardon me”. 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 25 When a guest asks if he may take something ? “Certainly, please help yourself, sir/madam.” ? “Certainly, sir/madam.” ? If you see a guest needs help with a chair or parcel, say: ? “May I help you with that, madam?” ? “Let me help you with it, sir.” 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 26 When guests ask for something and you can’t oblige ? You should say: ? “I’m afraid such information is confidential.” ? “I regret, we can’t guarantee, but we’ll do our best.” ? “Unfortunately, dogs are not allowed here.” 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 27 When a guest gives you something: ? Sometimes guests, out of politeness, offer you a drink。 some sweets they are eating。 or a souvenir, etc. ? Reply graciously: ? “That’s very kind of you. But no, thank you.” ? If it is something you can accept, say: ? “That’s very kind of you. Thank you very much.” 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 28 To say “YES” ? “Yes, madam/sir.” ? “Yes I will, sir.” (If you are asked to remember something) ? “I’ll see to it right away。 madam.” ? “Yes, certainly, just leave it (everything) to us, sir.” ? “Certainly, Mr. We’re happy to do it.”
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