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1、1金陵苏源大酒店 新员工入职培训www.6eat.comwww.6eat.com更多资料：www.6eat.com2金陵连锁酒店礼貌服务英语COURTESYHOTELENGLISH3Wordswhichare“musts”inEnglish:Please;Thankyou;Excuseme;Pardon;Sosorry.e.g.“Excuseme,sir.MayIknowyourname,please?”“Mr.Smith,Thankyouverymuch”“I’msosorrytohavebotheredyou.”4
2、Addressingindividuals:Ifyoudonotknowtheguest’sname,addresshim/heras:“sir”or“madam”e.g.“Yes,sir.”“Goodnight,madam.”“MayIhelpyou,sir?”5Addressingagroupofguests:“Gentlemen”“Ladies”“Ladies&gentlemen”6Everyguestlovestohearyourememberhisname:Ifyouarenotsureyouhavether
3、ightname,say:“It’sMr…..,isn’tit?”Ifyoudonotknowaguest’sname,say:“MayIknowyourname,sir/madam?”Ifyouneedthefullname,add:“Andyourinitials,please?”“Andyourfirstname,please?”更多资料：www.6eat.comEveryguestlovestohearyourememberhisname:Neversay:“Yourwife”(or“husband”).Use
4、thesurname,say:“Mrs.”or“Mr.”Ifyouarenotsuretheyaremarried,say:“Theladywithyou.”or“Thegentlemanwithyou.”8Greetings:Accordingtothetimeofday,say:“Goodmorning,sir/madam.”“Goodafternoon,sir/madam.”“Goodevening,sir/madam.”Add:“MayIbeofyourservice,madam?”“MayIbeofyours
5、ervice,sir?”9Greetings:Followwith:“Welcomebackto***hotel,sir/madam.”“Welcometo**hotel,sir/madam.”“It’snicetoseeyouagain,sir/madam.”Fornewarrivals:“Didyouhaveanicetrip,sir/madam?”Add:“Haveapleasantstayin***hotel,sir/madam.”“Ihopeyouenjoyyourstaywithus,sir/madam.”
6、10Exchangeofgreetings:“Howareyoutoday/thismorning,Mr.?”Ifheanswers,“Fine,thankyou.”,say:“I’mgladtohearthat.”Ifheanswerssomethingnotverypositiveabouthimself,say:“I’msorrytohearthat,Ihopeyouarebetternow.”“I’msorrytohearthat,takeiteasytoday.”“I’msorrytohearthat,ple
7、asetakecare.”11Exchangeofgreetings:Ifaguestsneezeswhiletalkingtoyou,say:“Blessyou.”Ifaguesthurtshimself,say:“Ihopeyoudidnothurtyourself.”“Areyouallright,sir/madam?”12Exchangeofgreetings:Iftheguestgreetsyoufirstwith“Howareyou?”,say:“Verywell,thankyou.(Andyou?)Ify
8、ouhaveanaccident,andtheguestseesit,theguestaskyou:“Areyouallright?”or“Haveyouhurtyourself?”,say:“I’mallright,thankyou.”13Onleaving,say:“Haveaniceday.”“Haveapleasantev
