酒店英语基础培训.docx
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酒店英语基础培训.docx
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酒店英语基础培训
Englishtrainingmaterial
STANDARDFUNCTIONANDPHRASESFORSERVICEUSE
LISTOFCONTENTS
1GREETINGS
2EXCHANGEOFGREETINGS
3OFFERINGSERVICE
4RESPONDINGTOGUESTSREQUESTS
5CHECKING
6ASKINGGUESTTOPERFORMANACTION
7REFERRINGAGUESTELSEWHERE
8SAYINGTHANKYOU
9ASSISTINGTHEGUEST
10HANDLINGCOMMUNICATIONPROBLEMS
11REFERRINGGUESTWHENYOUDONOTUNDERSTAND
12GUESTOFFERSSOMETHINGOUTOFPOLITENESS
13POLITEDENIAL
14SHORTDELAYS(Lessthan5minutes)
15LONGDELAYS(morethan5minutes)
16APOLOGIZINGFORANINCONVENIENCE
17ACCEPTINGCOMPLAINTS
18SUGGESTIVESELLING
19BREAKINGAWAYFROMCONVERSATION
20GIVINGDIRECTIONS
21WHENTHEGUESTASKSTOTAKESOMETHING
22WHENTHEGUESTAPOLOGIZESBYSAYING“SORRY”
23WHENTHEGUSTPASSESANDSAYS“EXCUSEME”
24CONFIRMINGREQUESTS
25FAREWELLINGTHEGUEST
1GREETINGS
Goodmorning/goodafternoon/goodevening,Sir/madam,howmayIhelpyou?
Mynameis....Iamverygladtobeofservice.
DonotsayHiorjustHello,thisistooinformal.Ifyouknowguestname,donothesitatetouseinsteadof“Sir/Madame”,e.g.use“Mr./Mrs./Ms/Mr.&Mrs.Clinton”toreplace“Sir/Madam.”
Aguest’snameismusictohisears.
Addressingindividualguest(s)whosenameyoudonotknowyoucanuse“Sir/Madam/Miss/Sir&Madam”;ifyouaddressagroupofguests,tocalltheattentionofthewholegroup,evenifyouknowthenameofsomeofthem,youstillcanuse“Gentlemen/Ladies/Ladies&Gentlemen”.
*Magicwordswhichopenalldoors:
“Please/ThankYou/ExcuseMe/PardonMe”.
2.EXCHANGEOFGREETING
Goodmorning/goodafternoon/goodevening,haveapleasantday,Sir/Madam(Mr...).
howareyoutoday,Sir/Madam(Mrs...).
hownicetoseeyouagain,Mr./Mrs./Ms....
IfAguestsaythattoyou,youshouldrespondlike:
“You,too.Sir/Madam.”
“Verywell,Thankyou,Mr./Ms/Mrs....
“Thepleasureismine,Mr./Mrs./Ms....”
3OFFERINGSERVICE
MayIhelpyou,Sir/Madam?
MayIbeofassistance,Sir/Madam?
Wouldyouliketohave...?
MayIofferyou...?
Sayitwithsmiletoshowgueststhatyouarefriendlyandattentivetotheirneeds.
4RESPONDINGTOGUESTREQUEST
Yes,certainlySir/Madam(Mr./Ms/Mrs...).
Iwilltakecareofitimmediately/rightaway,Sir/Madam(Mr./Ms/Mrs...).
Iwillgoandcheckimmediately/rightaway,Sir/Madam.
Yes,Sir/Madam./allright,Sir/Madam.
Immediately,Sir/Madam.
CertainlyIwillbehappytodothat.
Donotkeeptheguestwaiting.Ifyoudonotknowtheanswer,checkwithyoursuperiororsomeoneincharge.
Neveruse“OK”or“ofcourse”,whichareinformalandrudein5starhotels.
5CHECKING
Letmecheckforyou,Sir/Madam.
Pleasewaitamoment,Sir/Madam.Iwilltrytofindoutforyou.
CertainlySir/Madam,Iwillcheckforyou.(Or:
Iwillcheckandcomebacktoyouassoonaspossible.
Neversaythingsyouarenotsureofbyassuming,suchas:
“Ourair-consystemis
shutdown.”/“Wehaverunoutofseafood/wedonothaveicecreamtoday.”
(Althoughitmightbetrue.)Saytheabovementionedsentences,checkwithconcerneddepartmentandcomebacktotheguestwiththeanswer/orlettheguestknowyouhaveconcerneddepartmentinformedtohelphimbysaying:
“Sorrytohavekeptyouwaiting,Ihavechecked....”
6ASKINGGUESTSTOPERFORMANACTION
Excuseme,Sir/Madam,couldyouplease(requestsuchas“sign”/“wait”etc.)here?
Excuseme,Sir/Madam,couldyoupleasefollowme.
Wouldyoupleaseprint/spellyourfullnameforme,Sir/Madam?
Pleasemindthestairs!
MayIaskyouto(request),Sir/Madam?
CouldIhave(request),Sir/Madam?
Wouldyouliketo...?
Beutmosthumbleandcourteouswhendoingthis.
7REFERRINGAGUESTELSEWHERE
Iamsorry,Sir/Madam.The...Department/counterisresponsiblefor....
Ishallcontactthe...Departmenttocheck...
Thepeopleinour...Departmentcananswerthatquestionforyou,Sir/Madam.
Beutmosthumbleandcourteouswhendoingthis.Explaintotheguestthatthefunctionisthetaskofanotherareaandofferhelpbyusingsentencesin“5”andneveraskgueststocontactorfindoutbythemselves.
8SAYINGTHANKYOU
Thankyouverymuch,Sir/Madam.
It’smypleasure!
Youaremostwelcome.
Gladtobeofservice.
BesincerewhenThankingtheguestsandsmileatthesametime,ifpossible,usepositivebodylanguageaswell,suchasasmallbowornodding.
9ASSISTINGTHEGUESTS
MayIhelpyou?
Letmehelpyouwithyour...,Sir/Madam.
Letmegetyoua...pleaseSir/Madam.
Wouldyouliketosithere,Sir/Madam?
MayIassistinanyway?
Youshouldofferhelpbeforetheguestasks.Thisshowattentivenesstowardstheguestandgoodcustomercareskills.
10HANDLINGCOMMUNICATIONPROBLEMS
Sorry,couldyoupleasespeakmoreSLOWLY,Sir/Madam?
Sorry,couldyoupleasespeakmoreCLEARLY,Sir/Madam?
Sorry,couldyoupleasespeakmoreLOUDLY,Sir/Madam?
Iamsorry,Idonotunderstand.I’llgetmysuperiorforyou,Sir/Madam.
Iamsorry,Idonotunderstand.Couldyoupleaseshowme?
Iamsorry,couldyoupleaserepeatthat?
Neversay“What!
!
”whenyoudonotunderstand.DONOTbeafraidtosayyoudonotunderstand.Callyoursuperiorifyoudonotunderstand.DONOTletguestrepeatforthethirdtime.
11REFERRINGGUESTWHENYOUDONOTUNDERSTAND
Iamsorry,Idon’tspeakEnglish/Japanesewell.ButIwillgetsomeonetohelpyouimmediately/rightaway,Sir/Madam.
Iamsorry,Idonotunderstand.Iwillgetthemanagerforyou,Sir/Madam.
Donotbeafraidtosayyoudonotunderstand.Betterletyoursuperiorhelptheguestthanmakingmistakestoupsettheguest.
12GUESTOFFERSOMETHINGOUTOFPOLITENESS
No,thankyou.Youareverykind.
It’sverykindofyoubutno,thankyou.
Youareverykind,butIcannotaccept.
13POLITEDENIAL
Iamafraidnot.Sorry,Sir/Madam.
No,Iamsorry.
I’mafraidnot,unfortunately.
Notreally.
No,Sir/Madam.Itisnot.
14SHORTDELAYS(Lessthan5minutes)
Justamoment,please,Sir/Madam.
Thismaytakeafewminutes,Sir/Madam.
Onemoment,please,Sir/Madam.
I’llbewithyouinamoment,Sir/Madam.
Sorrytokeepyouwaiting,Sir/Madam.
I’msorryaboutthedelay.
Myapologiesforthedelay.
Itisimportantthattheguestdoesnotfeeltheyhavebeenignored.Alwaysacknowledgetheguestevenifyouhavetokeepthemwaiting.
15LONGDELAYS(morethan5minutes)
I’msorry,Sir/Madam.Thismaytakeabout...minutes.Isthatallright?
I’msorryforthedelay,Sir/Madam.Itwilljustbeafewminuteslonger.Willthatbeallright?
I’mterriblysorryfortheinconvenience,Sir/Madam,butthismaytakeafewminuteslonger.
BeSINCEREandshowtheguestyouareconcernedofthedelay.
Askfortheguest’sapprovalsothattheyfeellookedafter.
16APOLOGIZINGFORANINCONVENIENCE
I’mverysorry,Sir/Madam.Thankyouforyourco-operation/patience.
I’mterriblysorrywearenotpermittedtodothis.
I’mafraidit’sagainstcompanypolicytodothis.
I’mterriblysorry.Therecouldhavebeensomemistake.
Idoapologize.
I’msorry,Sir/Madam.I’lllookintothematteratonce.
17ACCEPTINGCOMPLAINTS/CRITICISM
Thankyoufortellingus,Sir/Madam.Iassureyouweshalldoourbesttoensureitwillnothappenagain.Pleaseacceptourapology.
Pleaseacceptourapologies.Ishallletthepersoninchargeknow.
I’msorryforwhathappened.Itmustbeveryannoying.
I’msorrytohearthat.Youmustbeveryannoyed.
Listenattentivelytoguestscomplaintsandtakenotesifnecessarytoshowyoursincerity.
DONOTARGUE-THEGUESTISALWAYSRIGHT!
(Evenifsometimestheyarenot.)
Neversaythingslike“It’snotmyfault/Ididnothandleit/it’snotmydepartment.”
18SUGGESTIVESELLING
MayIshowyouour(item/service),Sir/Madam?
Haveyoutriedour...?
MayIsuggestyou...?
Wouldyoulikemore...?
19BREAKINGAWAYFROMACONVERSATION
Excuseme,Sir/Madam,butI’mbeingcalled.
Excusemeforinterrupting.
MayItakeupafewmomentsofyourtime?
MayIspeaktoyouforamoment,Sir/Madam.
Willtherebeanythingelse,Sir/Madam?
I’msorryI’mbeingcalledaway.Haveapleasantday,Sir/Madam.
Excusingyourselfshowscourtesy.
Courtesyisthenatureofservice!
20GIVINGDIRECTIONS
Gostraightahead,please.
Pleaseturnleft/rightatthefirstcorner.
Pleasegouptheescalator.
Pleasegodowntothelobby.
Sorry,I’mnotsure.Ifyouwaitamoment,I’llbegladtofindoutforyou.
The...(item)isatthebottomofthe(item).
The...(item)isatthetopofthe(item).
The...(service)ison...thfloor.
Showthewaywithyourhand,NOTFINGER.Ifapplicable,personallyaccompanytheguestorshowthelocationoftheitembysaying“letmeshowyoutheway”or“pleasefollowme”.
21WHENTHEGUESTASKSIFTHEYMAYTAKESOMETHING
Certainly,Sir/Madam,letmehelpyou.
Goaheadplease,you’rewelcome.
Yes,sure,allowme.
Guestoftenliketotakemenus,leafletsarticles,etc.Ifyouarenotsureiftheyarepermitted,checkwithyoursuperiorormanager.
22WHENTHEGUESTAPOLOGIZESBYSAYING“SORRY”
That’squiteallright.
Itdoesn’tmatter.
It’snothingserious.
Pleasedonotworryaboutit,Sir/Madam.
Butincasesomevaluablepropertiesofthehotelisdamaged,youshouldnotsaytheabovementionedtotheguest;youshouldsay:
“Iamsorrywhathappened.ButI’mafraidIhavetoreportthistomymanager.Hopeyouunderstandthat.”
23WHENTHEGUESTPASSESYOUBYANDSAYS“EXCUSEME”
Yourreplyshouldbe-“I’msorry”andturntolistentotheguestsrequest.
24CONFIRMINGREQUEST
MayIrep
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