English training.docx

1、English trainingEnglish training materialSTANDARD FUNCTION AND PHRASES FOR SERVICE USE LIST OF CONTENTS1 GREETINGS2 EXCHANGE OF GREETINGS3 OFFERING SERVICE4 RESPONDING TO GUESTS REQUESTS5 CHECKING6 ASKING GUEST TO PERFORM AN ACTION7 REFERRING A GUEST ELSEWHERE8 SAYING THANK YOU9 ASSISTING THE GUEST1

2、0 HANDLING COMMUNICATION PROBLEMS11 REFERRING GUEST WHEN YOU DO NOT UNDERSTAND12 GUEST OFFERS SOMETHING OUT OF POLITENESS13 POLITE DENIAL14 SHORT DELAYS (Less than 5 minutes)15 LONG DELAYS (more than 5 minutes)16 APOLOGIZING FOR AN INCONVENIENCE17 ACCEPTING COMPLAINTS18 SUGGESTIVE SELLING19 BREAKING

3、 AWAY FROM CONVERSATION20 GIVING DIRECTIONS21 WHEN THE GUEST ASKS TO TAKE SOMETHING22 WHEN THE GUEST APOLOGIZES BY SAYING “SORRY”23 WHEN THE GUST PASSES AND SAYS “EXCUSE ME”24 CONFIRMING REQUESTS25 FAREWELLING THE GUEST1 GREETINGS Good morning/ good afternoon/ good evening, Sir/madam, how may I help

4、 you? My name is . I am very glad to be of service.Do not say Hi or just Hello, this is too informal. If you know guest name, do not hesitate to use instead of “Sir/Madame”, e.g. use “Mr./Mrs./Ms/ Mr. & Mrs. Clinton” to replace “Sir/Madam.”A guests name is music to his ears.Addressing individual gue

5、st(s) whose name you do not know you can use “ Sir/ Madam/Miss/ Sir & Madam”; if you address a group of guests, to call the attention of the whole group, even if you know the name of some of them, you still can use “ Gentlemen/ Ladies/ Ladies & Gentlemen”. * Magic words which open all doors: “Please

6、/ Thank You/ Excuse Me/ Pardon Me”.2. EXCHANGE OF GREETING Good morning/ good afternoon/ good evening, have a pleasant day, Sir/Madam (Mr.). how are you today, Sir/Madam (Mrs.). how nice to see you again, Mr./Mrs./Ms. If A guest say that to you, you should respond like: “ You, too. Sir/Madam.” “ Ver

7、y well, Thank you, Mr./Ms/Mrs. “ The pleasure is mine, Mr./Mrs./Ms.” 3 OFFERING SERVICE May I help you, Sir/Madam? May I be of assistance, Sir/Madam? Would you like to have.? May I offer you.? Say it with smile to show guests that you are friendly and attentive to their needs. 4 RESPONDING TO GUEST

8、REQUEST Yes, certainly Sir/Madam (Mr./Ms/Mrs.). I will take care of it immediately/ right away, Sir/Madam (Mr./Ms/Mrs.). I will go and check immediately/ right away, Sir/ Madam. Yes, Sir/Madam. /all right, Sir/Madam. Immediately, Sir/Madam. Certainly I will be happy to do that. Do not keep the guest

9、 waiting. If you do not know the answer, check with your superior or someone in charge.Never use “ OK” or “ of course”, which are informal and rude in 5 star hotels.5 CHECKING Let me check for you, Sir/Madam. Please wait a moment, Sir/Madam. I will try to find out for you. Certainly Sir/Madam, I wil

10、l check for you. (Or: I will check and come back to you as soon as possible. Never say things you are not sure of by assuming, such as: “Our air-con system isshut down.”/ “ We have run out of seafood/ we do not have ice cream today.” (Although it might be true.) Say the above mentioned sentences, ch

11、eck with concerned department and come back to the guest with the answer/ or let the guest know you have concerned department informed to help him by saying: “ Sorry to have kept you waiting, I have checked.” 6 ASKING GUESTS TO PERFORM AN ACTION Excuse me, Sir/Madam, could you please (request such a

12、s “sign”/ “wait” etc.) here? Excuse me, Sir/Madam, could you please follow me. Would you please print/ spell your full name for me, Sir/Madam? Please mind the stairs! May I ask you to (request), Sir/Madam? Could I have (request), Sir/Madam? Would you like to.? Be utmost humble and courteous when doi

13、ng this. 7 REFERRING A GUEST ELSEWHERE I am sorry, Sir/Madam. The . Department/ counter is responsible for . I shall contact the . Department to check . The people in our . Department can answer that question for you, Sir/Madam. Be utmost humble and courteous when doing this. Explain to the guest th

14、at the function is the task of another area and offer help by using sentences in “5” and never ask guests to contact or find out by themselves. 8 SAYING THANK YOU Thank you very much, Sir/Madam. Its my pleasure! You are most welcome. Glad to be of service. Be sincere when Thanking the guests and smi

15、le at the same time, if possible, use positive body language as well, such as a small bow or nodding. 9 ASSISTING THE GUESTS May I help you? Let me help you with your . , Sir/Madam. Let me get you a . please Sir/Madam. Would you like to sit here, Sir/Madam? May I assist in any way?You should offer h

16、elp before the guest asks. This show attentiveness towards the guest and good customer care skills.10 HANDLING COMMUNICATION PROBLEMS Sorry, could you please speak more SLOWLY, Sir/Madam? Sorry, could you please speak more CLEARLY, Sir/Madam? Sorry, could you please speak more LOUDLY, Sir/Madam? I a

17、m sorry, I do not understand. Ill get my superior for you, Sir/Madam. I am sorry, I do not understand. Could you please show me? I am sorry, could you please repeat that? Never say “What!” when you do not understand. DO NOT be afraid to say you do not understand. Call your superior if you do not und

18、erstand. DO NOT let guest repeat for the third time.11 REFERRING GUEST WHEN YOU DO NOT UNDERSTAND I am sorry, I dont speak English/ Japanese well. But I will get someone to help you immediately/ right away, Sir/Madam. I am sorry, I do not understand. I will get the manager for you, Sir/Madam. Do not

19、 be afraid to say you do not understand. Better let your superior help the guest than making mistakes to upset the guest.12 GUEST OFFER SOMETHING OUT OF POLITENESS No, thank you. You are very kind. Its very kind of you but no, thank you. You are very kind, but I cannot accept.13 POLITE DENIAL I am a

20、fraid not. Sorry, Sir/Madam. No, I am sorry. Im afraid not, unfortunately. Not really. No, Sir/Madam. It is not.14 SHORT DELAYS (Less than 5 minutes) Just a moment, please, Sir/Madam. This may take a few minutes, Sir/Madam. One moment, please, Sir/Madam. Ill be with you in a moment, Sir/Madam. Sorry

21、 to keep you waiting, Sir/Madam. Im sorry about the delay. My apologies for the delay. It is important that the guest does not feel they have been ignored. Always acknowledge the guest even if you have to keep them waiting. 15 LONG DELAYS (more than 5 minutes) Im sorry, Sir/Madam. This may take abou

22、t . minutes. Is that all right? Im sorry for the delay, Sir/Madam. It will just be a few minutes longer. Will that be all right? Im terribly sorry for the inconvenience, Sir/Madam, but this may take a few minutes longer. Be SINCERE and show the guest you are concerned of the delay.Ask for the guests

23、 approval so that they feel looked after.16 APOLOGIZING FOR AN INCONVENIENCE Im very sorry, Sir/Madam. Thank you for your co-operation/patience. Im terribly sorry we are not permitted to do this. Im afraid its against company policy to do this. Im terribly sorry. There could have been some mistake.

24、I do apologize. Im sorry, Sir/Madam. Ill look into the matter at once. 17 ACCEPTING COMPLAINTS/ CRITICISM Thank you for telling us, Sir/Madam. I assure you we shall do our best to ensure it will not happen again. Please accept our apology. Please accept our apologies. I shall let the person in charg

25、e know. Im sorry for what happened. It must be very annoying. Im sorry to hear that. You must be very annoyed. Listen attentively to guests complaints and take notes if necessary to show your sincerity.DO NOT ARGUE- THE GUEST IS ALWAYS RIGHT! (Even if sometimes they are not.)Never say things like “

26、Its not my fault/ I did not handle it/ its not my department.” 18 SUGGESTIVE SELLING May I show you our (item/service), Sir/Madam? Have you tried our . ? May I suggest you . ? Would you like more . ?19 BREAKING AWAY FROM A CONVERSATION Excuse me, Sir/Madam, but Im being called. Excuse me for interru

27、pting. May I take up a few moments of your time? May I speak to you for a moment, Sir/Madam. Will there be anything else, Sir/Madam? Im sorry Im being called away. Have a pleasant day, Sir/Madam. Excusing yourself shows courtesy. Courtesy is the nature of service! 20 GIVING DIRECTIONS Go straight ah

28、ead, please. Please turn left/ right at the first corner. Please go up the escalator. Please go down to the lobby. Sorry, Im not sure. If you wait a moment, Ill be glad to find out for you. The .(item) is at the bottom of the (item). The . (item) is at the top of the (item). The . (service) is on .t

29、h floor.Show the way with your hand, NOT FINGER. If applicable, personally accompany the guest or show the location of the item by saying “let me show you the way” or “please follow me”.21 WHEN THE GUEST ASKS IF THEY MAY TAKE SOMETHING Certainly, Sir/Madam, let me help you. Go ahead please, youre we

30、lcome. Yes, sure, allow me.Guest often like to take menus, leaflets articles, etc. If you are not sure if they are permitted, check with your superior or manager.22 WHEN THE GUEST APOLOGIZES BY SAYING “SORRY” Thats quite all right. It doesnt matter. Its nothing serious. Please do not worry about it,

31、 Sir/Madam. But in case some valuable properties of the hotel is damaged, you should not say the above mentioned to the guest; you should say: “ I am sorry what happened. But Im afraid I have to report this to my manager. Hope you understand that.”23 WHEN THE GUEST PASSES YOU BY AND SAYS “EXCUSE ME” Your reply should be - “ Im sorry ” and turn to listen to the guests request.