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1、金陵苏源大酒店 新员工入职培训1金陵连锁酒店礼貌服务英语COURTESYHOTELENGLISH2Wordswhichare“musts”inEnglish:Please;Thankyou;Excuseme;Pardon;Sosorry.e.g.“Excuseme,sir.MayIknowyourname,please?”“Mr.Smith,Thankyouverymuch”“I’msosorrytohavebotheredyou.”3Addressingindividuals:Ifyoudono
2、tknowtheguest’sname,addresshim/heras:“sir”or“madam”e.g.“Yes,sir.”“Goodnight,madam.”“MayIhelpyou,sir?”4Addressingagroupofguests:“Gentlemen”“Ladies”“Ladies&gentlemen”5Everyguestlovestohearyourememberhisname:Ifyouarenotsureyouhavetherightname,say:“It’sMr
3、…..,isn’tit?”Ifyoudonotknowaguest’sname,say:“MayIknowyourname,sir/madam?”Ifyouneedthefullname,add:“Andyourinitials,please?”“Andyourfirstname,please?”6Everyguestlovestohearyourememberhisname:Neversay:“Yourwife”(or“husband”).Usethesurname,say:“Mrs.”or“M
4、r.”Ifyouarenotsuretheyaremarried,say:“Theladywithyou.”or“Thegentlemanwithyou.”7Greetings:Accordingtothetimeofday,say:“Goodmorning,sir/madam.”“Goodafternoon,sir/madam.”“Goodevening,sir/madam.”Add:“MayIbeofyourservice,madam?”“MayIbeofyourservice,sir?”8G
5、reetings: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.”9Ex
6、changeofgreetings:“Howareyoutoday/thismorning,Mr.?”Ifheanswers,“Fine,thankyou.”,say:“I’mgladtohearthat.”Ifheanswerssomethingnotverypositiveabouthimself,say:“I’msorrytohearthat,Ihopeyouarebetternow.”“I’msorrytohearthat,takeiteasytoday.”“I’msorrytoheart
7、hat,pleasetakecare.”10Exchangeofgreetings:Ifaguestsneezeswhiletalkingtoyou,say:“Blessyou.”Ifaguesthurtshimself,say:“Ihopeyoudidnothurtyourself.”“Areyouallright,sir/madam?”11Exchangeofgreetings:Iftheguestgreetsyoufirstwith“Howareyou?”,say:“Verywell,tha
8、nkyou.(Andyou?)Ifyouhaveanaccident,andtheguestseesit,theguestaskyou:“Areyouallright?”or“Haveyouhurtyourself?”,say:“I’mallright,thankyou.”12Onleaving,say:“Haveaniceday.”“Haveapleasantevening.”“Haveagoodweekend.”Ifaguestwishesyoufirstbysaying“Ha
