【正文】 sir. Goodbye.” ? “Have a pleasant journey home. Mr.amp。 sir.” ? “Good day, Mr. … .” 金陵蘇源大酒店 培訓資料 Suyuan Jinling Plaza 31 If a guest explains something: ? Maintain eye contact, nod, and say: ? “I see. ” ? “Yes, I see.” ? “Oh, I see.” 金陵蘇源大酒店 培訓資料 Suyuan Jinling Plaza 32 If a guest explains something: ? If you agree, you can say: ? “That’s true.” ? “Yes, exactly.” ? “I agree.” ? If you are surprised at what you hear, you can say: ? “Really? How/ very interesting.” ? “ Is that so? 金陵蘇源大酒店 培訓資料 Suyuan Jinling Plaza 33 When a guest is embarrassed because he is slow and clumsy (or handicapped): ? Say: ? “Please take your time, sir/madam. There’s no hurry.” ? “Don’t worry, sir/madam. We’ll see to it.” (We’ll clean it up. Etc.) 金陵蘇源大酒店 培訓資料 Suyuan Jinling Plaza 34 When you break into the guests’ conversation: ? “Excuse me, sir, may I have your membership card (credit card/ room number), please?” ? “Excuse me for interrupting.” ? “May I take up a few moments of your time?” ? “May speak to you for a moment sir/ madam?” ? Afterwards, say: ? “Sorry to have bothered you, madam.” 金陵蘇源大酒店 培訓資料 Suyuan Jinling Plaza 35 When a gust asks you to hurry up. ? Say: “Thank you for waiting. I’ll see to it right away.” 金陵蘇源大酒店 培訓資料 Suyuan Jinling Plaza 36 Guests demanding service: ? You can only serve one person at a time, so say pleasantly (Smiling): ? “May I ask who’s next, please?” ? “I’ll be with you in a moment, sir/madam.” ? (to the guest who is still waiting) ? If the guest breaks a queue to demand service, say: “I’m sorry, I must take each guest by turn, sir/madam. I’ll be with you as soon as possible.” 金陵蘇源大酒店 培訓資料 Suyuan Jinling Plaza 37 On picking up a telephone for an ining call: ? Answer with a smile in your voice: ? “Good morning /afternoon / evening, Reservation (department etc.) May I help you?” ? If a guest wants an outside line, say: ? “Please dial 0 first, sir.” 金陵蘇源大酒店 培訓資料 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 培訓資料 Suyuan Jin