COURTESYHOTELENGLISH.docx

COURTESYHOTELENGLISH.docx

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COURTESYHOTELENGLISH

COURTESYHOTELENGLISH

（1）Wordswhichare“musts”inEnglish:

Please;Thankyou;Excuseme;Pardon;Sosorry.

e.g.“Excuseme,sir.MayIknowyourname,please?

”

“Mr.Smith,Thankyouverymuch.”

“I’msosorrytohavebotheredyou.”

（2）Addressingindividuals:

Ifyoudonotknowtheguest’sname,addresshim/her

As:

“sir”“madam”

e.g.“yes,sir”

“Goodnight,madam.”

“MayIhelpyou,sir?

”

（3）Addressingagroupofguests:

“Gentlemen”

“Ladies”

“Ladies&gentlemen”

（4）Everyguestlovestohearyourememberhisname:

a）Ifyouarenotsureyouhavetherightname,say:

“It’sMr.________,isn’tit?

”

b）Ifyoudonotknowaguest’sname,say:

“MayIknowyourname,sir/madam?

”

c）Ifyouneedthefullname,add:

“Andyourinitials,please?

”

or“Andyourfirstname,please.”

d）Neversay:

“Yourwife”（or“husband”）.

Usethesurname,say:

“Mrs.______”or“Mr.______”

e）Ifyouarenotsuretheyaremarried,say>

“Theladywithyou”.

“Thegentlemanwithyou”.

（5）Greetings:

a）（i）Accordingtothetimeofday,say:

“Goodmorning,sir/madam”

“Goodafternoon,sir/madam”

“Goodevening,sir/madam”

（ii）Add:

“MayIbeofyourservice,madam?

”

Add:

“MayIbeofyourservice,sir?

”

（iii）Followwith:

“WelcomebacktoJINLINGHOTEL,sir/madam.”

or:

WelcometoJINLINGHOTEL,sir/madam.

or:

“It’snicetoseeyouagain,sir/madam.”

b）（i）Fornewarrivals:

“Didyouhaveanicetrip,sir/madam?

”

（ii）Add:

“HaveapleasantstayinJINLINGHOTEL,sir/madam.”

or:

“Ihopeyouenjoyyourstaywithus,sir/madam.”

（6）Exchangeofgreetings:

“Howareyoutoday/thismorning,Mr._______?

”

a）Ifheanswers,“Fine,thankyou”,say:

“I’mgladtohearthat”.

b）Ifheanswerssomethingnotverypositiveabouthimself,say:

“I’msorrytohearthat,Ihopeyouarebetternow.”

“I’msorrytohearthat,takeiteasytoday.”

“I’msorrytohearthat,pleasetakecare.”

c）Ifaguestsneezeswhiletalkingtoyou,say:

“Blessyou.”

d）Ifaguesthurtshimself,say:

“Ihopeyoudidnothurtyourself.”

or“Areyoualright,sir/madam?

”

e）Iftheguestgreetsyoufirstwith“Howareyou”,say:

“Verywell,thankyou.Andyourself（Andyou）?

”

f）Ifyouhaveanaccident,andtheguestseesit,theguestasksyou:

“Areyoualright?

”or“Haveyouhurtyourself?

”,say:

“I’malright,thankyou.”

（7）Onleaving,say:

“Haveaniceday.”

“Haveapleasantevening.”

“Haveagoodweek–end.”

Ifaguestwishesyoufirstbysaying“Haveagoodday.”

Thankhimandreply:

“Thankyou,youtoo,Mr.______”

or“Thesametoyou,sir/madam.”

（8）Answeringaguest’scall:

a）Say:

“Yes,Mr.______.MayIhelpyou?

”

b）Ifyoucan’tattendtotheclientimmediately,saywithasmile:

“I’llbewithyouinamoment,sir.”

“Itwon’tbetoolong,sir.”

“It’llonlybeafewmoments.”

“I’mservingthisgentlemanatthemoment.I’llberightback.”

c）Neversay,“Waitaminute.”Say:

“Justamoment,please.”

or“Wouldyoupleasewaitamoment?

”

d）Ifyouarestillnotabletoservehim/her,

Say“Sorrytokeepyouwaiting,sir/madam.”

e）Whenreturningtotheguest,say:

“Thankyouforwaiting.”

（9）Introducingyourself:

“Mynameis______ifthereisanythingwecandoforyou,justletusknow.”

（10）Whenguestsaskforsomething:

a）Saycheerfully:

“Certainly,sir,ifyoucanexcuseme,I’llgoandgetitforyounow.”

“Yes,sir.”

“Certainly,madam.I’llbehappytodoit.”

“Hereisyour______Mr.______.”

b）Ifyouhavetoleavetheguesttogetwhattheywant,say:

“Justamoment,please,sir.I’llgoandgetitrightaway.”

Whenyoureturn,say:

“I’msorrytohavekeptyouwaiting.”

“Hereyouare.”

（11）Whenguestsaskforsomethingwhichyoucan’tprovide,say:

“I’mverysorrywehaverunoutof______.”

“I’msorrysir,I’mafraidwearefullybooked.Perhapsyouwouldlikemetobookyouaroominanotherhotel.”

“Sorrysir,I’mafraidwedon’thaveanysinglerooms.Howaboutadoubleroom?

”

（12）Whenguestsaskforsomethingwhichyouarenotsureyoucanprovideanswerhonestly:

“Ifyouwaitamoment,sir/madam,I’lltrytofindout.”

“I’msorrymadam,I’mafraidI’mnotsure,butI’llasksomeoneforyou.”

Onreturningwithapositiveanswer,say:

“Thankyouforwaiting.Wedohave______available.”

（13）Whengueststhankyou:

Alwaysreplywithasmile,usingoneofthefollowing:

“It’smypleasure.”

“Mypleasure.I’mhappyeverythingwassatisfactory.”

“You’remostwelcome.”

“Gladtobeofservice.Pleasefeelfreetocontactusanytime.”

“Thankyou.”

（14）Whenguestsapologizebysaying“Sorry”,say:

“That’sallright.”

or“Itdoesn’tmatter.”

（15）Givingwaytoguest

a）Rememberalwaystoletguestsgofirst:

“Afteryou,madam/sir.”

b）Whenguestspassyouandsay:

“Excuseme”,

Yourreplyis:

“Certainly,Sir,afteryou.”

c）Ifyouhavetopassinfrontofaguest,say:

“Excuseme,please.”

or“MayIcomethrough,please?

”

d）Ifyousneeze,coughaccidentallywhileserving,say:

“Excuseme”or“Pardonme”.

（16）Whenaguestasksifhemaytakesomething

“Certainly,pleasehelpyourself,sir/madam.”

“Certainly,sir/madam.”

Ifyouseeaguestneedhelpwithachairorparcel,say:

“MayIhelpyouwiththat,madam?

”

“Letmehelpyouwithit,sir.”

（17）Whenguestsaskforsomethingandyoucan’toblige.

Youshouldsay:

“I’mafraidsuchinformationisconfidential.”

“Iregret,wecannotguarantee,butwe’lldoourbest.”

“Unfortunately,dogsarenotallowedhere.”

（18）Whenaguestgivesyousomething:

a）Sometimesguests,outofpoliteness,offeryouadrink;somesweetstheyareeating;orasouvenir,etc.

Replygraciously:

“That’sverykindofyou.Butno,thankyou.”

b）Ifitissomethingyoucanaccept,say:

“That’sverykindofyou.Thankyouverymuch.”

（19）Tosay“YES”

“Yes,madam/sir.”

“YesIwill,sir.”（Ifyouareaskedtoremembersomething）

“I’llseetoitrightaway,madam.”

“Yes,certainly,justleaveit（everything）tous,sir.”

“Certainly,Mr.______.We’rehappytodoit.”

“Verygood,sir.We’dbegladtohelp.”

“Certainly,sir.”

“That’scorrect.”

（20）Tosay“No”toaguest’srequest:

Say:

“Thatwon’tbenecessary,thankyou.”

“I’msorry,there’snodiscount.”

“Iregretthatwecannotofferyou.”

“Notreally.It’sgoodvaluefortheprice.”

Add:

“MayIbeofanyfurtherassistance,sir?

”

（21）Breakingawayfromconversationwithguests:

Say:

“Excuseme.Aguestiswaitingforme.”

“I’msorry,sir,Imustgo.Nicetalkingwithyou.”

“Willyouexcuseme,please?

”

Add:

“Haveapleasant（good/nice）day,madam&sir.”

“Goodday,Mr.______.”

（22）Ifaguestexplainssomething:

a）Maintaineyecontact,nod,andsay:

“Isee.”

“Yes,Isee.”

“Oh,Isee.”

b）Ifyouagree,youcansay:

“That’strue.”

“Yes,exactly.”

“Iagree.”

c）Ifyouaresurprisedatwhatyouhear,youcansay:

“Really?

Howveryinteresting.”

or“Isthatso?

”

（23）Whenaguestisembarrassedbecauseheisslowandclumsy（orhandicapped）:

Say:

“Pleasetakeyourtime,sir/madam.There’snohurry.”

“Don’tworry,sir/madam.We’llseetoit.”（We’llcleanitup.etc.）

（24）Whenyoubreakintotheguests’conversation:

“Excuseme,sir,mayIhaveyourmembershipcard（creditcard/roomnumber）,please?

”

“Excusemeforinterrupting.”

“MayItakeupafewmomentsofyourtime?

”

“MayIspeaktoyouforamoment,sir/madam?

”

Afterwards,say:

“Sorrytohavebotheredyou,madam.”

（25）Whenaguestasksyoutohurryup:

Say:

“Thankyouforwaiting.I’llseetoitrightaway.”

（26）Guestsdemandingservice:

a）Youcanonlyserveonepersonatatime,sosaypleasantly.（Smiling）:

“MayIaskwho’snext,please?

”

“I’llbewithyouinamoment,sir/madam.”

（totheguestwhoisstillwaiting）

b）Iftheguestbreaksaqueuetodemandservice,say:

“I’msorry,Imusttakeeachguestbyturn,sir/madam.I’llbewithyouassoonaspossible.”

（27）Onpickingupatelephoneforanincomingcall:

Answerwithasmileinyourvoice:

“Goodmorning/afternoon/evening.Reservation（departmentetc.）,MayIhelpyou?

”

Ifaguestwantsanoutsideline,say:

“Pleasedial0first,sir.”

（28）Handlingmistakes:

Say:

“I’mverysorry.Therecouldhavebeenamistake.Idoapologize.”

or:

“I’msorry,sir/madam.I’lllookintothematteratonce.”

“Thankyouforwaiting.”

（29）Acceptingcomplaints/criticism:

Say:

“Thankyoufortellingus,madam.Itwon’thappenagain,Pleaseacceptourapologies.Iwillletthepersoninchargeknow.”

（30）Whenyoudon’tunderstand:

a）Say:

“I’msorrywouldyoupleaserepeatit?

”

“I’msorry,Idon’tquiteunderstand.ShouldIgetthemanager?

”

“Ibegyourpardon,sir/madam.”

b）Iftheguestdoesn’tunderstandyou,say:

“MayIshowyou,please?

”

（31）Whenaskingtheguesttodosomething:

Neversay:

“Gotothenextcounter.”

Say:

“Wouldyoupleasegotothenextcounter?

”

Starttherequestwith:

“Wouldyouplease______________?

”

“MayI________________?

”

（32）Whentheguesthandsyouwhatyourequested:

e.g.cheque;card,key,etc.,say:

“Thankyou,sir/madam.”

（33）Acceptingcompliments:

Say:

“Thankyou.”

Ifaguestpraisesyourhotel,say:

“I’mgladtohearthat.”

“Thankyouforyourcompliment.”

（34）Good–byes:

“Thankyouforstayingwithus.”

“Thankyouforcoming.Pleasecomeagain.”

“Good–bye,madam&sir.”

Ifaguestisleavinghotel（afterastay）,say:

“Ihopeyouenjoyedyourstaywithus,madam&sir,Good–bye.”

“Haveapleasantjourneyhome.Mr.&Mrs.______.”

“Haveanicetriphome,wealllookforwardtoseeingyousoon.”

（35）Givingdirections:

“Itwillbeonyourrighthandside.Youwon’tmissit.”

“Gouptheroadtoyourlefttillyoucometothejunction.”

“Goalongthisstreetandcrossatthetrafficlights.”

“Whenyoucometothejunction,bearleftandtakethesecondturningontheright.”

“Gostraight