English training.docx

English training.docx

《English training.docx》由会员分享，可在线阅读，更多相关《English training.docx（20页珍藏版）》请在冰豆网上搜索。

Englishtraining

Englishtrainingmaterial

STANDARDFUNCTIONANDPHRASESFORSERVICEUSE

LISTOFCONTENTS

1GREETINGS

2EXCHANGEOFGREETINGS

3OFFERINGSERVICE

4RESPONDINGTOGUESTSREQUESTS

5CHECKING

6ASKINGGUESTTOPERFORMANACTION

7REFERRINGAGUESTELSEWHERE

8SAYINGTHANKYOU

9ASSISTINGTHEGUEST

10HANDLINGCOMMUNICATIONPROBLEMS

11REFERRINGGUESTWHENYOUDONOTUNDERSTAND

12GUESTOFFERSSOMETHINGOUTOFPOLITENESS

13POLITEDENIAL

14SHORTDELAYS（Lessthan5minutes）

15LONGDELAYS（morethan5minutes）

16APOLOGIZINGFORANINCONVENIENCE

17ACCEPTINGCOMPLAINTS

18SUGGESTIVESELLING

19BREAKINGAWAYFROMCONVERSATION

20GIVINGDIRECTIONS

21WHENTHEGUESTASKSTOTAKESOMETHING

22WHENTHEGUESTAPOLOGIZESBYSAYING“SORRY”

23WHENTHEGUSTPASSESANDSAYS“EXCUSEME”

24CONFIRMINGREQUESTS

25FAREWELLINGTHEGUEST

1GREETINGS

Goodmorning/goodafternoon/goodevening,Sir/madam,howmayIhelpyou?

Mynameis....Iamverygladtobeofservice.

DonotsayHiorjustHello,thisistooinformal.Ifyouknowguestname,donothesitatetouseinsteadof“Sir/Madame”,e.g.use“Mr./Mrs./Ms/Mr.&Mrs.Clinton”toreplace“Sir/Madam.”

Aguest’snameismusictohisears.

Addressingindividualguest（s）whosenameyoudonotknowyoucanuse“Sir/Madam/Miss/Sir&Madam”;ifyouaddressagroupofguests,tocalltheattentionofthewholegroup,evenifyouknowthenameofsomeofthem,youstillcanuse“Gentlemen/Ladies/Ladies&Gentlemen”.

*Magicwordswhichopenalldoors:

“Please/ThankYou/ExcuseMe/PardonMe”.

2.EXCHANGEOFGREETING

Goodmorning/goodafternoon/goodevening,haveapleasantday,Sir/Madam（Mr...）.

howareyoutoday,Sir/Madam（Mrs...）.

hownicetoseeyouagain,Mr./Mrs./Ms....

IfAguestsaythattoyou,youshouldrespondlike:

“You,too.Sir/Madam.”

“Verywell,Thankyou,Mr./Ms/Mrs....

“Thepleasureismine,Mr./Mrs./Ms....”

3OFFERINGSERVICE

MayIhelpyou,Sir/Madam?

MayIbeofassistance,Sir/Madam?

Wouldyouliketohave...?

MayIofferyou...?

Sayitwithsmiletoshowgueststhatyouarefriendlyandattentivetotheirneeds.

4RESPONDINGTOGUESTREQUEST

Yes,certainlySir/Madam（Mr./Ms/Mrs...）.

Iwilltakecareofitimmediately/rightaway,Sir/Madam（Mr./Ms/Mrs...）.

Iwillgoandcheckimmediately/rightaway,Sir/Madam.

Yes,Sir/Madam./allright,Sir/Madam.

Immediately,Sir/Madam.

CertainlyIwillbehappytodothat.

Donotkeeptheguestwaiting.Ifyoudonotknowtheanswer,checkwithyoursuperiororsomeoneincharge.

Neveruse“OK”or“ofcourse”,whichareinformalandrudein5starhotels.

5CHECKING

Letmecheckforyou,Sir/Madam.

Pleasewaitamoment,Sir/Madam.Iwilltrytofindoutforyou.

CertainlySir/Madam,Iwillcheckforyou.（Or:

Iwillcheckandcomebacktoyouassoonaspossible.

Neversaythingsyouarenotsureofbyassuming,suchas:

“Ourair-consystemis

shutdown.”/“Wehaverunoutofseafood/wedonothaveicecreamtoday.”

（Althoughitmightbetrue.）Saytheabovementionedsentences,checkwithconcerneddepartmentandcomebacktotheguestwiththeanswer/orlettheguestknowyouhaveconcerneddepartmentinformedtohelphimbysaying:

“Sorrytohavekeptyouwaiting,Ihavechecked....”

6ASKINGGUESTSTOPERFORMANACTION

Excuseme,Sir/Madam,couldyouplease（requestsuchas“sign”/“wait”etc.）here?

Excuseme,Sir/Madam,couldyoupleasefollowme.

Wouldyoupleaseprint/spellyourfullnameforme,Sir/Madam?

Pleasemindthestairs!

MayIaskyouto（request）,Sir/Madam?

CouldIhave（request）,Sir/Madam?

Wouldyouliketo...?

Beutmosthumbleandcourteouswhendoingthis.

7REFERRINGAGUESTELSEWHERE

Iamsorry,Sir/Madam.The...Department/counterisresponsiblefor....

Ishallcontactthe...Departmenttocheck...

Thepeopleinour...Departmentcananswerthatquestionforyou,Sir/Madam.

Beutmosthumbleandcourteouswhendoingthis.Explaintotheguestthatthefunctionisthetaskofanotherareaandofferhelpbyusingsentencesin“5”andneveraskgueststocontactorfindoutbythemselves.

8SAYINGTHANKYOU

Thankyouverymuch,Sir/Madam.

It’smypleasure!

Youaremostwelcome.

Gladtobeofservice.

BesincerewhenThankingtheguestsandsmileatthesametime,ifpossible,usepositivebodylanguageaswell,suchasasmallbowornodding.

9ASSISTINGTHEGUESTS

MayIhelpyou?

Letmehelpyouwithyour...,Sir/Madam.

Letmegetyoua...pleaseSir/Madam.

Wouldyouliketosithere,Sir/Madam?

MayIassistinanyway?

Youshouldofferhelpbeforetheguestasks.Thisshowattentivenesstowardstheguestandgoodcustomercareskills.

10HANDLINGCOMMUNICATIONPROBLEMS

Sorry,couldyoupleasespeakmoreSLOWLY,Sir/Madam?

Sorry,couldyoupleasespeakmoreCLEARLY,Sir/Madam?

Sorry,couldyoupleasespeakmoreLOUDLY,Sir/Madam?

Iamsorry,Idonotunderstand.I’llgetmysuperiorforyou,Sir/Madam.

Iamsorry,Idonotunderstand.Couldyoupleaseshowme?

Iamsorry,couldyoupleaserepeatthat?

Neversay“What!

!

”whenyoudonotunderstand.DONOTbeafraidtosayyoudonotunderstand.Callyoursuperiorifyoudonotunderstand.DONOTletguestrepeatforthethirdtime.

11REFERRINGGUESTWHENYOUDONOTUNDERSTAND

Iamsorry,Idon’tspeakEnglish/Japanesewell.ButIwillgetsomeonetohelpyouimmediately/rightaway,Sir/Madam.

Iamsorry,Idonotunderstand.Iwillgetthemanagerforyou,Sir/Madam.

Donotbeafraidtosayyoudonotunderstand.Betterletyoursuperiorhelptheguestthanmakingmistakestoupsettheguest.

12GUESTOFFERSOMETHINGOUTOFPOLITENESS

No,thankyou.Youareverykind.

It’sverykindofyoubutno,thankyou.

Youareverykind,butIcannotaccept.

13POLITEDENIAL

Iamafraidnot.Sorry,Sir/Madam.

No,Iamsorry.

I’mafraidnot,unfortunately.

Notreally.

No,Sir/Madam.Itisnot.

14SHORTDELAYS（Lessthan5minutes）

Justamoment,please,Sir/Madam.

Thismaytakeafewminutes,Sir/Madam.

Onemoment,please,Sir/Madam.

I’llbewithyouinamoment,Sir/Madam.

Sorrytokeepyouwaiting,Sir/Madam.

I’msorryaboutthedelay.

Myapologiesforthedelay.

Itisimportantthattheguestdoesnotfeeltheyhavebeenignored.Alwaysacknowledgetheguestevenifyouhavetokeepthemwaiting.

15LONGDELAYS（morethan5minutes）

I’msorry,Sir/Madam.Thismaytakeabout...minutes.Isthatallright?

I’msorryforthedelay,Sir/Madam.Itwilljustbeafewminuteslonger.Willthatbeallright?

I’mterriblysorryfortheinconvenience,Sir/Madam,butthismaytakeafewminuteslonger.

BeSINCEREandshowtheguestyouareconcernedofthedelay.

Askfortheguest’sapprovalsothattheyfeellookedafter.

16APOLOGIZINGFORANINCONVENIENCE

I’mverysorry,Sir/Madam.Thankyouforyourco-operation/patience.

I’mterriblysorrywearenotpermittedtodothis.

I’mafraidit’sagainstcompanypolicytodothis.

I’mterriblysorry.Therecouldhavebeensomemistake.

Idoapologize.

I’msorry,Sir/Madam.I’lllookintothematteratonce.

17ACCEPTINGCOMPLAINTS/CRITICISM

Thankyoufortellingus,Sir/Madam.Iassureyouweshalldoourbesttoensureitwillnothappenagain.Pleaseacceptourapology.

Pleaseacceptourapologies.Ishallletthepersoninchargeknow.

I’msorryforwhathappened.Itmustbeveryannoying.

I’msorrytohearthat.Youmustbeveryannoyed.

Listenattentivelytoguestscomplaintsandtakenotesifnecessarytoshowyoursincerity.

DONOTARGUE-THEGUESTISALWAYSRIGHT!

（Evenifsometimestheyarenot.）

Neversaythingslike“It’snotmyfault/Ididnothandleit/it’snotmydepartment.”

18SUGGESTIVESELLING

MayIshowyouour（item/service）,Sir/Madam?

Haveyoutriedour...?

MayIsuggestyou...?

Wouldyoulikemore...?

19BREAKINGAWAYFROMACONVERSATION

Excuseme,Sir/Madam,butI’mbeingcalled.

Excusemeforinterrupting.

MayItakeupafewmomentsofyourtime?

MayIspeaktoyouforamoment,Sir/Madam.

Willtherebeanythingelse,Sir/Madam?

I’msorryI’mbeingcalledaway.Haveapleasantday,Sir/Madam.

Excusingyourselfshowscourtesy.

Courtesyisthenatureofservice!

20GIVINGDIRECTIONS

Gostraightahead,please.

Pleaseturnleft/rightatthefirstcorner.

Pleasegouptheescalator.

Pleasegodowntothelobby.

Sorry,I’mnotsure.Ifyouwaitamoment,I’llbegladtofindoutforyou.

The...（item）isatthebottomofthe（item）.

The...（item）isatthetopofthe（item）.

The...（service）ison...thfloor.

Showthewaywithyourhand,NOTFINGER.Ifapplicable,personallyaccompanytheguestorshowthelocationoftheitembysaying“letmeshowyoutheway”or“pleasefollowme”.

21WHENTHEGUESTASKSIFTHEYMAYTAKESOMETHING

Certainly,Sir/Madam,letmehelpyou.

Goaheadplease,you’rewelcome.

Yes,sure,allowme.

Guestoftenliketotakemenus,leafletsarticles,etc.Ifyouarenotsureiftheyarepermitted,checkwithyoursuperiorormanager.

22WHENTHEGUESTAPOLOGIZESBYSAYING“SORRY”

That’squiteallright.

Itdoesn’tmatter.

It’snothingserious.

Pleasedonotworryaboutit,Sir/Madam.

Butincasesomevaluablepropertiesofthehotelisdamaged,youshouldnotsay

theabovementionedtotheguest;youshouldsay:

“Iamsorrywhathappened.ButI’mafraidIhavetoreportthistomymanager.Hopeyouunderstandthat.”

23WHENTHEGUESTPASSESYOUBYANDSAYS“EXCUSEME”

Yourreplyshouldbe-“I’msorry”andturntolistentotheguestsrequest.