金陵连锁酒店礼貌服务知识英文版.pptx

金陵苏源大酒店新员工入职培训;金陵连锁酒店礼貌服务英语COURTESY HOTEL ENGLISH ;Words which are “musts” in English: ;Addressing individuals: ;Addressing a group of guests: ;Every guest loves to hear you remember his name: ;Every guest loves to hear you remember his name:;Greetings: ;Greetings:;Exchange of greetings: ;Exchange of greetings:;Exchange of greetings:;On leaving, say:;Answering a guest’s call:;Answering a guest’s call:;Introducing yourself:;When guests ask for something:;When guests ask for something:;When guests ask for something that you can’t provide, say:;When guests ask for something that you are not sure you can provide answer honestly:;When guests thank you: ;When guests apologize by saying, “Sorry”, say:;Giving way to guest ;Giving way to guest;When a guest asks if he may take something ;When guests ask for something and you can’t oblige ;When a guest gives you something: ;To say “YES” ;To say “NO” to a guest’s request:;Breaking away from conversation with guests: ;If a guest explains something: ;If a guest explains something:;When a guest is embarrassed because he is slow and clumsy (or handicapped): ;When you break into the guests’ conversation: ;When a gust asks you to hurry up. ;Guests demanding service:;On picking up a telephone for an incoming call:;Handling mistakes: ;Accepting complaints / criticism:;When you don’t understand: ;When asking the guest to do something:;When the guest hands you what you requested:;Accepting compliments:;Good-byes:;Giving directions: ;Giving directions:;此项培训结束谢谢大家!