文档介绍：金陵苏源大酒店新员工入职培训
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金陵连锁酒店礼貌服务英语COURTESY HOTEL ENGLISH
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Words which are “musts” in English:
Please; Thank you; Excuse me; Pardon; So sorry.
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“Excuse me, sir. May I know your name, please?”
“Mr. Smith, Thank you very much”
“I’m so sorry to have bothered you.”
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Addressing individuals:
If you do not know the guest’s name, address him/her as:
“sir” or “madam”
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“Yes, sir.”
“Good night, madam.”
“May I help you, sir?”
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Addressing a group of guests:
“Gentlemen”
“Ladies”
“Ladies & gentlemen”
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Every guest loves to hear you remember his name:
If you are not sure you have the right name, say:
“It’s Mr….., isn’t it?”
If you do not know a guest’s name, say:
“May I know your name, sir/madam?”
If you need the full name, add:
“And your initials, please?”
“And your first name, please?”
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Every guest loves to hear you remember his name:
Never say:
“Your wife”( or “husband”).
Use the surname, say:
“Mrs. ” or “Mr. ”
If you are not sure they are married, say:
“The lady with you.” or “The gentleman with you.”
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Greetings:
According to the time of day, say:
“Good morning, sir/madam.”
“Good afternoon, sir/madam.”
“Good evening, sir/madam.”
Add:
“May I be of your service, madam?”
“May I be of your service, sir?”
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Greetings:
Follow with:
“e back to *** hotel, sir/madam.”
“e to ** ho