酒店Basic English Training

BasicEnglishforHotel/F&BPartA:Contactwithguest与客人接触1.Greetings问候Alwayssmileandkeepeye-contactwiththeguest随时保持目光接触Useguest’snameatanytimeifpossible在任何时候尽是用客名称呼客人“GoodMorning,Sir/Madam.”(Either/orboth)—(0:00-12:00)“GoodAfternoon,Sir/Madam.”(atnoonorafterlunch—12:00-18:00)“GoodEvening,Sir/Madam.”(Sunset—18:00-24:00)“MayIhelpyou,Sir/Madam?”“Welcometo_____”(nameyourhotelorrestaurant)“It’sgoodtoseeyouagain,Sir/Madam”(torepeatguestonly)“Ihopeyouenjoyyourstaywithus.”2.Magicwordswhichopenalldoors打开所有大门的魔力词语“Please”“Thankyou”“Excuseme”“Pardonme”“Sorry”3.Aguest’snameismusictohisears客人姓名对于他（她）本人而言是美妙的音乐Itisdifficulttoremembersomanynames,butwherethereisawill,thereisaway.要记住所有人的姓名是件非常困难的事情，但只要你愿意，就能办到。“Mr.___”“Miss___”“Mrs.___”“Mr.andMrs.___”(“Master”foryoungboysisnowseldomused.)Don’tsay“Yourwife/husband”.Usethenamei.e.“Mrs.___”orsay“Thelady/gentlemanwithyou.”不要说“你的妻子/你的丈夫”，使用客名，如：“**太太”，或说“与你在一起的那位小姐/先生”。4.AddressingindividualIfyoudonotknowtheirnamesaddresstheguestas如果你不知道客名，则用以下的称呼：“Sir”“Madam”“SirandMadam”Neversay“Missy”.Addressyoungunmarriedladiesas“Miss…..”,marriedladiesas“Mrs….”elderlyladiesas“Madam”,orifyoudonotknowaddressthem“Ms”.绝不能说“小姑娘”，对于未婚女性而言应称呼“**小姐”，结婚的应称呼为“**太太”，年龄大点儿的称呼为“女士”，或者不知道名者一律称为“小姐”。5.Addressinggroupofguests称呼团体客人Tocallthegeneralattentiontheguestinagroup,say:为引起团体客人的注意，请说：“Gentlemen”“Ladies”“LadiesandGentlemen”Neversay“Lady”,unlessitisatitlee.g.LadyDiana别说“女士”，除非有个称呼，比如：戴安娜女士6.Exchangeofgreetings互致问候Don’tsaytoguest:“Howdoyoudo”别说：howdoyoudoThisisonlyforfirstintroductions,andnotaquestion/greetings.这是第一次见面的问候语，而不是一个问题Say:“Howareyoutoday,Mr/Mrssurname.”“Ihopeyouareenjoyingyourstaywithus.”Ifheanswers,“Fine,Iloveithere.”Say:“I’mgladtohearthat.”Ifheanswers,“I’venotbeentoowell.”(orsomethingnotverypleasant),say:“Iamsorrytohearthat,Ihopeyouarebettersoon.”Iftheguestgreetsyoufirstwith,“Howareyoutoday?”say:“Verywell,thankyou,andyourself?”7.Afteryourinitialgreeting在最初的问候之后Say“haveaniceday”.Ifguestwishesyoufirst,e.g.“Haveapleasantweek-end”Thankhimandreply:“Youtoo,Mr.___”“Andyou,Mrs.___”“Andthesametoyou,Sir/Madam.”8.Answeringaguest’scall回应客人Donotjustsay,“Yeah?”别说：YeahDependingonhowsoonyoucanattendtohim,say:根据你回应他的速度，说：“Yes,Mr.___”(orSir/Madam)“MayIhelpyou?”(Not“Whatdoyouwant?”)“CouldIbeofassistance?”(“----ofservice?”)“MayItakeyourorder?”Ifyoucannotattendtotheguest,say:如果你不能及时回应他，说：“I’llbewithyouinamoment,Mrs.___.”Whenyouareabletoservehim/her,say:如果你已可以服务他/她，说：“Sorrytohavekeptyouwaiting,Sir/Madam.”9.Introducingyourself自我介绍“Mynameis___.Pleasecallforservice,anytime.”Or“Justletusknowifthereisanythingwecandoforyou.”Youwillbesurprisedtoseehowhappytheguestwillbewhenyousaythis.你会惊奇的发现当客人听到这些时会有多么开心！10.Whenguestthanksyou当客人感谢你Replywithabigsmileandsay:微笑的回复：“Mypleasure.”“Youaremostwelcome.”“Gladtobeofservice.”“Notatall.”Don’tsay:“Nevermind.”11.Pleasantriesand“silence-fillers”幽默与打破沉默“Howareyoutoday,Mr.____?”“Hopeyouareenjoyingyourstay,Sir.”“HowdoyoulikeHongKong,Madam?”“Areyoustayinglong?”“Areyouherewithyourfamily?”“Terrible(Kiekie)weatherwe’rehaving.”PartB:Helpingguests帮助客人1.WhenguestasksforsomethingwhichyoucanprovideDon’tjustgiveinsilenceorwalkawaytofetchitwithoutaword.Replypromptlywith:“Certainly,Sir/Madam.”“Hereyouare,Mr.___.Yourchange.”(orbill,soap,etc.)“Yes,Sir/Madam.”Ifyouhavetoleavegueststogetwhattheywantsay:“I’llgoandgetitrightaway.”“Onemoment,please.”Whenyoureturn,say:“Sorrytohavekeptyouwaiting,Mr.___.”2.Whenguestasksforsomethingwhichyoucan’tprovide当客人向你要求你难以提供的一些事物时Don’tsay:“No.”Thisshowsyouarenegative.Apologizeandshowregretandsay:别只是简单的回答：“不”，这表明你漠不关心，应首先致歉以表遗憾，然后说：“Sorrywehaverunoutof___”“I’mverysorrybutwedon’thave___”“Verysorry,Sir/Madam.Wehavesoldoutof.___”“I’mafraidwedon’thave___”Anddon’tforgettofollowupwithanalternativeasasignofyourdesiretohelp.别忘了同时提供替代事物以示你希望予以帮助。3.Whenguestasksforsomethingwhichyouarenotsureyoucanprovide当客人向你要求你不能确定是否能提供的事物时Answerhonestly:照实回答“Ifyouwaitamoment,Sir/Madam,I’lltrytofindout.”“I’mafraidIcan’tsayforsurebutI’llfindoutforyourightaway.”Onreturningwithapositiveanswer,say:“Sorrytohavekeptyouwaiting,I’mpleasedtosaywedohave___.”Neversay绝不能说：“Idon’tknow.”“Itisnothandledbythisdepartment.”4.Givingdirections指路“Pleasegostraightahead”“Pleaseturnleft/rightatthefirstcorner”“Pleasegouptheescalator”“Pleasegodowntothelobby”“Sorry,I’mnotsurebutI’llfindoutforyourightaway.”PartC:Socialetiquettewhendealingwithguest与客人打交道的社交礼仪1.Whenguestapologizesbysaying“Sorry”如果客人说“对不起”Youranswerisnot“Nevermind”,say:“That’squiteallright”“Pleasedon’tworry.”2.Givingwaytoguests为客让路Whenguestspassyouandsay,“Excuseme.”Yourreplyshouldbe当客人欲超过你，并说“不好意思”时，你应回答：“CertainlySir/Madam,afteryouplease.”a.Alwaysstopandstandasideforguestswhenthepassageisnarrow当过道狭窄时，你应停下站在一边让客人先过；b.Iftwoofyouarewalkingsidebyside,bothshouldstopandstandasidefortheguest当你与客人并肩而行时，你也应当停下站在一边让客人先行；c.Neverturnyourbacktoguestswhilegivingaway在为客让路时永远别背对客人；d.Ifyouarepushingaloadedtrolleypastaguest,addinacourteoustoneofvoice当你推着小车欲超过客人时，用礼貌的语调说：“Couldyoupleasemakeway,Sir/Madam”“MayIcomethrough,please”“Thankyou”e.Ifyouleanoverthem,bumpthem,orpassinfrontofthe