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