【文章內(nèi)容簡介】 婉言拒絕客人的要求時，應(yīng)答： No, I’ m sorry Sir / Madam. I’ m afraid not, unfortunately No, Sir /Madam, It is not. ? 18. Breaking away from conversation with guest 要中斷與客人談話時，應(yīng)答： I’ m sorry, Sir / Madam. I’ m being called away. Have a pleasant day, Sir / Madam. ? 19. If guest wishes us first: Have a nice day / evening 當(dāng)客人先客氣地與我們說“有個愉快的一天、晚上”的時候，應(yīng)答： Thank you, you too, Sir / Madam. Thank you, and you, Sir / Madam. Thank you, the same to you, Sir / Madam. USEFUL EXPRESSION FOR FRONT OFFICE 以下我們將會看到一些前臺上有用的措詞 ? 20. When guest is embarrassed because he is slow and clumsy 客人因他的緩慢，拙劣而尷尬時，應(yīng)說： Please take your time, Sir / Madam. There’ s no hurry. ? 21. When we are cutting in 當(dāng)打斷客人的談話時，應(yīng)說： Excuse me for interrupting. May I take up a few minutes of you time? May I speak to you for a moment, Sir / Madam? ? 22. When guest asks us to hurry up 當(dāng)客人催促我們時，應(yīng)說： Sorry to have kept you waiting. I’ ll see to it right away ? 23. On presenting something to guest 向客人展示物品時，應(yīng)說： Here is your , Sir / Madam. ? 24. On picking up telephone for ine call 接聽電話時，應(yīng)說： Good morning /Afternoon/Evening. This is reception (the name of section), speaking, May I help you? USEFUL EXPRESSION FOR FRONT OFFICE 以下我們將會看到一些前臺上有用的措詞 ? 25. Accepting plaints /Criticism 接聽電話時，應(yīng)說 Thank you for telling us, Sir / Madam. I’ ll report to our manager about it. Please accept our apology. ? 26. Handing mistakes 處理錯誤或過失時，應(yīng)說： I’ m terribly sorry, there could have been some mistake. I do apologize. I’ m sorry, Sir / Madam, I’ ll look into the matter at once. ? 27. When we don’ t understand 當(dāng)我們不懂時，應(yīng)說： I’ m sorry, I don’ t understand .I’ ll get you the manager. I’ m sorry, I don’ t understand, Can you please show me? ? 28. When asking guest to do something 請客人做某種事時，應(yīng)說： Could you (sign here), please? May I ask you to (return in 5 minutes), Sir / Madam? Could you have your name /departure date/passport, please? Please (e this way ), Sir / Madam 請回答下列問題 : ? 溝通有幾種方式？ ? 為什么要溝通？它的要點(diǎn)是什么？ ? 跟辦的作用是什么？如果不做，會有什么影響？ Communication溝通 /理解 1 ? What the sender says is not true, only what the receiver understands is true。 不管你跟別人交代的事情是否明確，只有對方自己能明白是否理解了。 ? If the receiver misunderstands the message of the sender, it will always the sender who will be blamed for it. 如果對方誤解了你的意思，那么你就要負(fù)主要的責(zé)任。 ? It is the sender who has the responsibility of exact munication. 因此這就是你必須要通過進(jìn)行嚴(yán)謹(jǐn)?shù)臏贤ú拍苓_(dá)到目的。 ? Whoever has to municate (to inform, to delegate, to advise, to instruct etc.) has to make sure, that the receiver understands the message. 無論你采用哪一種溝通的方式（通知、委派、提醒或命令等等）都必須保證對方已完全領(lǐng)悟了你的意思 ? How to make sure如何確保呢 : ? In getting a “ feedback” from the receiver. If the sender does not ask for the feedback, the receiver can not be lamed for any misunderstanding. 就是跟對方拿“反饋”。如果你沒有獲得反饋，那么對方將不承擔(dān)任何誤解所造成錯誤的責(zé)任。 ? NOTA BENE溝通要點(diǎn) : To have SAID does not mean to have HEARD To have HEARD does not mean to have UNDERSTOOD To have UNDERSTOOD does not mean to have AGREED To have AGREED does not mean to have DONE ? Therefore always FEEDBACK Communication溝通 /理解 2 IN PRINCIPLE原則上： ? The language must be clear and distinct. 語言必須簡潔和清晰。 ? The way of expression must be easy to understand. 表達(dá)的方式必須讓人容易理解。 ? The formulation must be well structured. 所闡述的事情必須要有結(jié)構(gòu)。 ? The information must be plete. 所提供的信息必須完整。 ? The vocabulary and the language level must be adapted to the interlocutor. 所用的詞匯和語言水準(zhǔn)必須適合于對方。 ? The sender always has to seek a feedback. 因此你必須去獲得反饋 FOLLOW UP跟 辦 FOLLOW UP is 跟辦就是 : ? Indispensable for efficient operations. 能夠為有效率的運(yùn)作所不可缺少的因素。 ? Important for interdepartmental munications. 內(nèi)部各部門之間溝通結(jié)果的重要環(huán)節(jié)。 ? The work for successful coordination and cooperation. 能夠成功地體現(xiàn)與建立各部之間合作和配合意識的網(wǎng)絡(luò)機(jī)構(gòu)。 ? A sign of responsibility and professionalism. 能夠體現(xiàn)企業(yè)各部是否有責(zé)任感和專業(yè)素質(zhì)的標(biāo)志。 ? Of paramount importance to meet all requirements of our guests on time. 能夠及時準(zhǔn)確地滿足顧客需求的重要體現(xiàn)。 ? A sign of anizational skills 代表企業(yè)是一個有程序化的為顧客進(jìn)行統(tǒng)籌安排的環(huán)節(jié)。 ? To ensure and to verify that a specific task has been or is carried out in proper way. 保證和證明一個明確的指令已經(jīng)按照一個適當(dāng)?shù)姆椒▓?zhí)行了。 ? To be done by the person who is responsible for carrying out that specific task. 代表一個有責(zé)任心的人能夠正確的完成所交辦的事情。 ? Easy to do and yet very often neglected. 十分容易做但也經(jīng)常容易被忘記 GUIDELINES TO COURTESY禮貌禮儀指南 Whenever you meet them 無論什么時候你都要做到： ? Courtesy is Using greetings like good morning, good afternoon, good Evening, good night, Whenever you meet a guest or colleague. 當(dāng)你碰見客人或同事時，都要和他們打招呼，如：早上好 /下午好 /晚上好 / 晚安。 ? Courtesy is Holding the door open to let other people through first. 保持大門敞開讓其他人先行。 ? Courtesy is Paying special attention to other people’ s needs. 時刻關(guān)注其他人的需求和感受。 ? Courtesy is Listening when other people are talking. 當(dāng)別人正在談話的時候要認(rèn)真聽。 ? Courtesy is Never saying anything about another person unless it is good. 從來不議論其他人除非是他好的一面。 ? Courtesy is Putting a smile on your face because this will make other people smile. 臉上保持微笑因為這樣會獲得別人的笑容 GUIDELINES TO COURTESY禮貌禮儀指南 ? Courtesy is Holding a chair for g guest in a restaurant. 在餐廳里為顧客挪一下客椅。 ? Courtesy is Explaining politely to guests who do not know certain hotel policies .