酒店basicenglishtraining-資料下載頁
2025-06-22 02:20本頁面
【正文】 5 minutes), sir/madam?”“May I have (your name), sir/madam?”“Please (e this way), sir/madam.”Followed with:“I hope I haven’t inconvenienced you.”“Sorry to have taken up your time.”When the guest hands you what you have requested . cheque, key, etc, say 當客人滿足了你的需求后，你應當說：“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。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）一些事時Maintain eyecontact, nod, and say 保持目光接觸，點頭，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 如果客人要求你快點兒Say: “sorry to have kept you waiting”4. Guest demanding service (shortage of staff) 客人需要服務（但員工數(shù)不足）You can only serve one person at a time, so say 你只能在一個時間里服務一名客人，所以你應說：“I’ll be with you in a moment, sir/madam.” (keep eyecontact 保持目光接觸)“I’m sorry, I must take each guest by turn, sir/madam.” (with courteous tone of voice 使用禮貌的語調)5. Accepting plaints/criticism 接受投訴/批評Listen attentively. Don’t argue or say, “It is not my fault.” 認真傾聽，切勿爭執(zhí)或說“這不是我的錯”。But say 應當說：“Thank you for your feedback Madam/Sir. It won’t happen again.I’ll speak to (our manager or ___ about it. Please accept our apologies”6. Handling mistakes 處理錯誤“I’m terribly sorry. There has been some mistake.”“I do apologize.”“I’m sorry, sir/madam. I’ll look into the matter at once.”7 /
高考資料相關推薦
鄂ICP備17016276號-1