Service English text book 服务英语实用手册

1ServiceEnglishCONTENTSLESSON1WELCOME&GREETINGLESSON2WHEREAREYOUFROM?LESSON3PARTINGLESSON4NUMBER,TIME,DAYANDDATELESSON5COURTESYEXPRESSIONSLESSON6TELEPHONECOURTESYLESSON7SHOWINGDIRECTIONLESSON8OFFERINFORMATIONLESSON9REQUESTLESSON10HANDLINGCOMPLAINTSLESSON11KNOWOURCLUB2LESSON1WELCOME&GREETINGI.OPENINGSInChina,weusuallygreeteachotherwiththeexpression“Haveyoueaten?”Foreignersuseamoreformaltypeofgreeting,whichdependsuponthetimeofday.GoodmorningGoodafternoonGoodeveningWhenyouusethesegreetings,yourvoiceshouldbefriendlyandcheerful.Rememberafriendlysmileandvoicedoesn’tcostanything.II.RECONGNITIONa.Aguest’snameismusictohim.Usetheguest’snamewheneverpossible.Goodmorning,Mr.MillerGoodevening,Mrs.ZhuHowever,avoidoverusingaguest’sname,asthiswillsoundinsincere.b.Recognitioncanstillbegivenevenwhenwedonotknowaguest’sname.Use:SirMadamGentlemenLadiesLadiesandgentlemenMadam,gentlemenSir,ladiesEg,“Goodevening,gentlemen”III.KEYPOINTSANDEXPLANATIONS“Howareyou?”a.Don’tsay“howdoyoudo?”whichisonlyusedforintroductions.Andtheonlyansweris“Howdoyoudo?”Whengreetinguse“Howareyou?”Ifguestssayitfirst,alwaysremembertoaskinreturn,“Andyou,sir?”b.Don’tsay“Hello”whengreetingguests.Alwaysuse“Goodmorning,sir.”IV.CONVERSATIONSConversationAGuest:Howareyou,Tony?You:Fine,thankyou.Andyou?Guest:Everythingisok.3ConversationBYou:Goodmorning,madamGuest:Goodmorning,sir.You:Welcometoourhotel/club!Guest:Thanks.You:Letmehelpyou,isallofyourbaggagehere?Guest:Yes,Ihavegotthreesuitcases.You:Comethisway,please.Thereceptiondeskisoverthere.Iwillputyourbaggagebythepostoverthere.Guest:Thanks.You:Abellboywillshowyoutoyourroomwhenyoufinishthecheck-in.Guest:Thatisfine.You:Pleaseenjoyyourstayatourhotel/club.4LESSON2WHEREAREYOUFROM?I.INTRODUCTIONGuestsarealwayspleasedtotellyouwheretheycamefrom.Theyareoftenalongwayfromhomeandliketothinkyouareinterestedintheircountry.Guestalsolikestoknowwhereyouarefrom.Rememberthough,thatmanyforeignersdon’tknowmuchaboutChina,soyouneedtosaymorethan“Dalian”ifguestsaskwhereyoucomefrom.“Dalian,inNorthEastChina”ismucheasiertounderstand.II.VOCABULARYEuropeAsiaNorthAmericaSouthAmericaAustraliaNorthwesteastsouthIII.WHEREAREYOUFROM?AGuest:Whereareyoufrom?You:I’mfromChengdu,inSichuanprovince.BYou:Whereareyoufrom,sir?Guest:I’mfromItaly.IV.WHEREARETHESEPLACES?UsingNorth,South,EastandWest,tellyourteacherwheretheseplacesare:BeijingGuangzhouXi’anShanghaiUrumqiV.CONVERSATIONSA.UsefulwordsandphrasesWhereareyoufrom…你來自…?Iamfrom…我來自Haveyoumet…你見過嗎？Letus…讓我們…Howdoyoudo?你好？Itisapleasuretomeetyou.認識你很高興。Itisagreathonortomeetyou.認識你真榮幸。Iamverygladtomeetyou.認識你我很高興。B.CONVERSATIONSCONVERSATIONAWang:John,haveyoumetMr.Chen?5John:No.Wang:ThisisMr.Chen,ChenMing.John:Howdoyoudo,Mr.Chen?Chen:Howdoyoudo?John:MynameisJohn.Chen:Itisnicetomeetyou.Whereareyoufrom?John:IamfromAustralia.Iamgladtomeetyou,too.CONVERSATIONBWang:John,thisisLiYan,mygoodfriend.Haveyoumetbefore?John:No.Howdoyoudo,Miss.Li?Li:Howdoyoudo?John:ThisismywifeMary.Li:Verygladtomeetyou.AreyoufromCanada?John:No.WecomefromAmerica.Wang:John,themanoverthereisourmanager.Letusgoandmeethim,Mr.Zhang.ThisisMr.John,fromAustralia.Zhang:Itisagreathonortomeetyou.John:Metoo.6Lesson3PartingI.INTRODUCTIONPartingsareasimportanttotheguestasgreetings.Whilegreetingsgivethegueststheirfirstimpressionofthehotel,afriendlyandcourteouspartingroundsoffthestaycomfortablyandleavestheguestfeelingverypositiveabouthistimewithMISSIONHILLSGOLFCLUB.Useoneoffollowingphrasestoachieveasuccessfulparting:1.Goodbye/Goodnight2.Seeyounexttime/soon/tomorrow/later3.Ifthereisanythingthatyourequire/want,pleasedonothesitatetocontactus.4.(Ihopeyouwill)enjoyyourstay.5.Haveapleasantday/trip.6.Haveagoodjourney.7.You’rewelcome.8.Wearelookingforwardtoseeingyouagain.9.Thankyouforcallingus.10.Thankyouforshoppingwithus.11.Thankyouforstayingwithus.12.Thankyouforusingroomservice.13.Thankyoufordiningwithus,pleasecomeagain.14.It’sapleasuretoserveyouandyourfamilyagain.15.Wehopetowelcomeyouagain.16.Itwasapleasurehavingyou.II.KEYPOINTSANDEXPLANATIONSa.Ifguestsgreetyoufirst:“Haveaniceevening.”Youalwayssay“youtoo.”“Andyou.”“Thesametoyou.”b.1stday“Ihopeyouenjoyyourstaywithus.”(Followingdays)“Ihopeyouareenjoyingyourstaywithus.”(Lastday)“Ihopeyouenjoyedyourstaywithus.”III.CONVERSATIONCONVERSATIONAJohn:IamafraidImustbeleavingnow.Wang:Mustyou?Itisstillearly.John:WemustleaveforNanjingearlytomorrowmorning.Wang:Inthatcase,Iwon’tkeepyou.John:Thankyouagainforinvitingme.Wang:Takecareandgoodnight.John:Goodnight.7CONVERSATIONBJohn:Itisveryniceofyoutocometoseemeoff.Wang:Itismypleasure.John:IenjoyedmystayinShenzhenverymuch.Ireallydon’tknowhowtothankyou.Wang:Don’tmentionit.Itisveryniceknowingyou.John:Wewillseeeachotheragainverysoon,Iamsure.Wang:Haveanicetrip.Goodbye.John:Bye.ExerciseTranslationChineseintoEnglish1.祝你旅途愉快！2.見到你很高興！3.我明天動身去深圳.4.恐怕現在去太晚了.8LESSON4NUMBERS,TIME,DAYANDDATEI.NUMBERSa.Cardinalnumbersonetwothreefourfivesixseveneightnineteneleventwelvethirteenfourteenfifteensixteenseventeeneighteennineteentwentythirtyfortyfiftysixtyseventyeightyninetyonehundredonethousandtenthousandonehun