某連鎖酒店禮貌服務(wù)英語(yǔ)培訓(xùn)-資料下載頁(yè)
2025-01-16 02:40本頁(yè)面
【正文】 ne, say: ? “Please dial 0 first, sir.” 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 38 Handling mistakes: ? Say: ? “ I’m very sorry. There could have been a mistake. I do apologize.” ? “I’m sorry, sir/madam. I’ll look into the matter at once.” ? “Thank you for waiting.” 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 39 Accepting plaints / criticism: ? Say: ? “Thank you for telling us, madam. It won’t happen again, Please accept our apologies. I will let the person in charge know.” 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 40 When you don’t understand: ? Say: ? “ I’m sorry would you please repeat it?” ? “I’m sorry, I don’t quite understand. Should I get the manager?” ? “I beg your pardon, sir/madam.” ? If the guest doesn39。t understand you, say: ? “May I show you, please?” 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 41 When asking the guest to do something: ? Never say: ? “Go to the next counter.” ? Say: ? “Would you please go to the next counter?” ? Start the request with: ? “Would you please … . ?” ? “May I … ?” 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 42 When the guest hands you what you requested: ? . Cheque。 card, key, etc., say: ? “Thank you, sir/madam.” 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 43 Accepting pliments: ? Say: ? “Thank you.” ? If a guest praises your hotel, say: ? “I’m glad to hear that.” ? “Thank you for your pliment.” 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 44 Goodbyes: ? “Thank you for staying with us.” ? “Thank you for ing. Please e again.” ? “Goodbye, madam amp。 sir.” ? If a guest is leaving hotel (after a stay), say: ? “I hope you enjoyed your stay with us, madam amp。 sir. Goodbye.” ? “Have a pleasant journey home. Mr.amp。 Mrs. ” ? “Have a nice trip home, we all look forward to seeing you soon.” 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 45 Giving directions: ? “It will be on your right hand side. You won’t miss it.” ? “Go up the road to your left till you e to the junction.” ? “Go along this street and cross at the traffic lights.” ? “When you e to the junction, bear left and take the second turning on the right.” ? “Go straight ahead.” 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 46 Giving directions: ? “Turn left/right at the first corner.” ? “Go up the escalator.” ? “Go down to the lobby.” ? “Please take the lift to 3rd floor.” ? “Please take the escalator to 2nd floor.” 金陵蘇源大酒店 培訓(xùn)資料 Suyuan Jinling Plaza 47 此項(xiàng)培訓(xùn)結(jié)束 謝謝大家 ! 更多資料：
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