饭店情景英语（第2版）全套教学课件.pptx

Lesson 1 Courtesy Hospitality礼貌热情 Major Contents 第一章酒店基础英语 第一章酒店基础英语 1. Why? 2. Means what? 3. If not, then? 4. How? I. Leading-in BACK NEXT 第一章酒店基础英语 1. Why? Courtesy hospitality is the manner we behave towards other people. It’s the way everyone likes to be treated. I. Leading-in PREV. NEXT 第一章酒店基础英语 2. Means what? To be courteous is to be polite, friendly, understanding, respectful, smiling and helpful. To be hospitable is to be friendly as well as welcoming towards guests we meet. It is the extra effort we put into our job that creates a good impression on our guests. I. Leading-in PREV. NEXT 第一章酒店基础英语 3. If not, then? Courtesy hospitality is an essential part of all our jobs in the hotel. If there’s no Courtesy hospitality, a guest will feel he is not getting the kind of service that he expects and deserves, therefore he will not return. I. Leading-in PREV. NEXT 第一章酒店基础英语 4. How? As greeting is the first contact that we have with the guest, what we say will give the guest his first impression of us, and of the hotel. A friendly and welcoming voice and message will not cost much, but will achieve excellent results. The guest will also feel more important if we are able to call him/her by his/her proper name. e.g. • Good morning, Mr. Wilson. • Good evening, Miss Smith. I. Leading-in PREV. NEXT 第一章酒店基础英语 4. How? However it is more likely that we do not know the guest by name, particularly if we have not had any contact with him/her before. In this case, it is perfectly alright to call him/her as follows: • Good morning, Sir. • Good morning, Gentlemen. • Good evening, Madam. • Good afternoon, Ladies.　 Having made this first contact with the guest, it is then courteous to show some interest in him/her and add something pleasant. e.g. 　 I. Leading-in PREV. NEXT 第一章酒店基础英语 I. Leading-in 4. How? • Good morning/afternoon/evening. • How are you? • Welcome to our hotel. • Pleased to meet you. • Glad to see you. • Nice to see you again. If the guests tell