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1、金陵連鎖酒店禮貌服務(wù)英語(yǔ)COURTESYHOTELENGLISH1Wordswhichare“musts”inEnglish:Please;Thankyou;Excuseme;Pardon;Sosorry.e.g.“Excuseme,sir.MayIknowyourname,please?”“Mr.Smith,Thankyouverymuch”“I’msosorrytohavebotheredyou.”2Addressingindividuals:Ifyoudonotknowtheguest’sname,addresshim/heras:“
2、sir”or“madam”e.g.“Yes,sir.”“Goodnight,madam.”“MayIhelpyou,sir?”3Addressingagroupofguests:“Gentlemen”“Ladies”“Ladies&gentlemen”4Everyguestlovestohearyourememberhisname:Ifyouarenotsureyouhavetherightname,say:“It’sMr…..,isn’tit?”Ifyoudonotknowaguest’sname,say:“MayIknowyournam
3、e,sir/madam?”Ifyouneedthefullname,add:“Andyourinitials,please?”“Andyourfirstname,please?”5Everyguestlovestohearyourememberhisname:Neversay:“Yourwife”(or“husband”).Usethesurname,say:“Mrs.”or“Mr.”Ifyouarenotsuretheyaremarried,say:“Theladywithyou.”or“Thegentlemanwithyou.”6Gre
4、etings:Accordingtothetimeofday,say:“Goodmorning,sir/madam.”“Goodafternoon,sir/madam.”“Goodevening,sir/madam.”Add:“MayIbeofyourservice,madam?”“MayIbeofyourservice,sir?”7Greetings:Followwith:“Welcomebackto***hotel,sir/madam.”“Welcometo**hotel,sir/madam.”“It’snicetoseeyouagai
5、n,sir/madam.”Fornewarrivals:“Didyouhaveanicetrip,sir/madam?”Add:“Haveapleasantstayin***hotel,sir/madam.”“Ihopeyouenjoyyourstaywithus,sir/madam.”8Exchangeofgreetings:“Howareyoutoday/thismorning,Mr.?”Ifheanswers,“Fine,thankyou.”,say:“I’mgladtohearthat.”Ifheanswerssomethingno
6、tverypositiveabouthimself,say:“I’msorrytohearthat,Ihopeyouarebetternow.”“I’msorrytohearthat,takeiteasytoday.”“I’msorrytohearthat,pleasetakecare.”9Exchangeofgreetings:Ifaguestsneezeswhiletalkingtoyou,say:“Blessyou.”Ifaguesthurtshimself,say:“Ihopeyoudidnothurtyourself.”“Arey
7、ouallright,sir/madam?”10Exchangeofgreetings:Iftheguestgreetsyoufirstwith“Howareyou?”,say:“Verywell,thankyou.(Andyou?)Ifyouhaveanaccident,andtheguestseesit,theguestaskyou:“Areyouallright?”or“Haveyouhurtyourself?”,say:“I’mallright,thankyou.”11Onleaving,say:“Haveaniceday.”“Ha
8、veapleasantevening.”“Haveagoodweekend.”Ifaguestwishesyoufirstbysaying“Haveagoodday.”Thank
