酒店英语培训资料.ppt

1、Logo Greeting&Farewell欢迎和迎和欢送送Programme Outline课程内容课程内容lHow to greet a guest?向客人打招呼lHow to welcome a guest?如何欢迎客人lHow to farewell如何道别 Related DocumentsHow to greet a guest?向客人打招呼If you dont know the guest s name,how do you greet.不知道客人的名字时，不同的对象该如何打招呼？Who do we greet these two guests?我们该怎么对图片中这两位人物打招

2、呼？First Name&Last Name名与姓名与姓lUse salutation before the last name,ie.If the guests full name is Michael Jackson,we call him“Mr Jackson”.使用称谓-称呼客人的姓而不是名。如客人全名为刘德华，应称“刘先生”而不是“德华先生”。lNever call the guests first name without his/her permission.未经客人允许，不可任意称呼客人的名First Name&Last Name 名与姓名与姓lFor Japanese gue

3、sts,when the name is in English,the leading part is the first name;when it is in Chinese,the leading part is the last name.ie.If the guest names Hiroshi(浩)Oya(大矢),Oya is the last name,we call him Mr Oya or Oya san.日本客人的名字若是以英文书写，姓会排在后面。若是以中文书写，姓会排在前面。如客人名字是大矢浩，则英文表达方式为Hiroshi(浩)Oya(大矢)。应称呼他Oya san.T

4、ips提示提示lTry to use guest name at all times:show the respect.尽量以客人的名字来称呼他(她)，以示对个别客人的重视lSalutation should be used before the last name.称谓应与客人的姓一起使用Tips 提示提示lUse“madam”or“sir”,“ladies”or“gentlemen”when you do not know the guest name.不知道客人姓名时，称呼“先生”或“小姐”lWhen you are not sure which is the last name,ASK

5、 nicely;ie:May I know which is the last name?不确定哪一个是姓时，礼貌地说“请问.”lWhen you are not sure whether the lady you serve is married,use“Ms.”.Use Miss if not married.Use Mrs.if not married.称呼已婚女性用Mrs.，未婚女性用Miss，不确定用Ms.l对女客人，不论年龄，都可以用maam l另外，在招呼客人时，最好用Excuse me,sir(maam),忌以Mr.或Miss相称在招呼小客人的时候，可以只用Excuse me，

6、但不可以用boy或girl.When A Guest Greet You First.当客人先向您打招呼时当客人先向您打招呼时.G:Good Morning!S:Good Morning!G:How are you today?S:I am fine,thank you,Sir/Madam /(Guest Name),and you?Dont Say.请不要说请不要说.rOK OKrSure rOf course!rYeah Yeah YeahShowing understanding表示理解表示理解.You may say您可以说.h“I see.”h“I understand.Sir/Ma

7、dam/(Guest Name).”h“Certainly,Sir/Madam/(Guest Name).”You can also use your body language也可运用肢体语言ie.Nodding the head slightly如：微微点头 Responding to Thanks回应客人的感谢回应客人的感谢.You are welcome,Sir/Madam.Not at all,Sir/Madam/(Guest Name)Its my pleasure.My pleasure.Magic Words关键字关键字Please请.Certainly好的！Thank you

8、谢谢！You are welcome不客气！Excuse me 不好意思.欢迎欢迎Welcome to Parkview hotel.欢迎您来到明宫观景轩.Welcome to Ming Palace.您光临xx酒店，我们感到非常荣幸.It is our pleasure to have you at the xx hotel.祝您住店愉快We wish you a pleasant stay.I hope you will enjoy your stay with us.I hope you are enjoying your stay with us.（客人在饭店逗留期间）Have a g

9、ood time.祝您过的愉快餐厅迎客l如餐厅客满，不得不让客人用餐时，应先征得双方客人同意：Would you mind sharing a table?您愿不愿意与别人共用一张桌子？l如因客满而不得不让别人等待时：I am afraid all our tables are taken.Would you mind waiting?恐怕我们已经客满，你介意等一会儿吗？l等有了位子，立即引客入座，这时候应该说：Thank you for waiting 抱歉让您久等了指引方向指引方向这边请This way,please.请注意脚下Mind your step.小心碰头Mind your he

10、ad.您的房间在二楼 Your room is in the second floor.我带您参观一下酒店I will show you around the hotel.我来给您领位I will show you to the table.请当心Please be careful餐桌安排餐桌安排l当需要客人往旁边挪一下时当需要客人往旁边挪一下时Excuse me,Would you mind moving over a little?l当需要客人将椅子拉近桌子时当需要客人将椅子拉近桌子时Could you move your chair closer to the table,please?

11、l当需要打扰客人借过时当需要打扰客人借过时Excuse me,sir,but may I pass?l当需要客人为别的客人挪个位子时当需要客人为别的客人挪个位子时Another guest wishes to sit at the counter.Could you move down one seat,please?lWhen you need some time to handle the guest requests.当您需要时间处理客人的要求时当您需要时间处理客人的要求时.One moment,please.Just a moment,please.Please wait a mome

12、nt.l当当客人所点菜品需要时间较长时客人所点菜品需要时间较长时This dish you order may take some time,would you like to have ice tea/lemanade while waiting?l客人主动给你小费时，你应该说：That is very nice of you,thank you.Is there any thing I can do for you?非常感谢您，您真是太好了还需要我为您做什么呀？l如果在服务过程中，遇到自己不能解决的问题或需要重新确认的问题，可以说 I will check with my supervis

13、or（captain）我得请示主管 I will get my supervisor.（captain）我去请我的主管如果客人需要什么物品时I will send one up right away.我这就送一个上来I will send it to your room at once.I will have someone fix them for you right away.I will get them for you right away.我马上就去帮您拿.Dont worry,leave it to me.别担心，有我呢，包在我身上欢送欢送l在服务结束或因为工作需要先离开时，可以说

14、 Enjoy your dinner.（lunch）If there is anything I can do for you,please call me.dont hesitate to tell me.如果有什么我能效劳的，请给我打电话。请一定要通知我。I am always at your service 我将随时为您提供服务lFarewell 道别 Good bye!See you again,Sir/Madam!Good bye and have a nice trip,Sir/Madam!(中文是：祝您旅途愉快！)l当客人离开酒店(餐厅)时 I hope you have enj

15、oyed your stay with us.l询问客人对饭菜的满意度时How is your meal?How is everything?Is everything to your satisfaction?您吃得还满意吗？您吃得还满意吗？l 提示客人临走时别遗忘东西 Please dont leave anything behind.I am sorry.I don t I am sorry.I don t understand.I will get understand.I will get you my supervisor,Sir/you my supervisor,Sir/Madam/(Guest Name).Madam/(Guest Name).eg.1 某外籍团队一行8人到中餐厅吃中饭，他们希望坐到靠窗的地方以观景，此时餐厅没有空座，在等待时间，他们询问了酒店中餐厅的特色菜。餐厅工作人员耐心做了解答。请模拟演示服务中、服务完毕征询客人意见、欢送的场景。2 一名为Juliet Robert的女士请客房服务员帮她寄发一个包裹到上海浦东机场机票预定处，(注意邮寄物品所需要的信息)请模拟从敲门开始至离开房间的服务过程及语言。