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金陵苏源大酒店培训资料SuyuanJinlingPlaza1金陵苏源大酒店新员工入职培训更多资料：“musts”inEnglish:•Please;Thankyou;Excuseme;Pardon;Sosorry.•e.g.•“Excuseme,sir.MayIknowyourname,please?”•“Mr.Smith,Thankyouverymuch”•“I’msosorrytohavebotheredyou.”金陵苏源大酒店培训资料SuyuanJinlingPlaza4Addressingindividuals:•Ifyoudonotknowtheguest’sname,addresshim/heras:•“sir”or“madam”•e.g.•“Yes,sir.”•“Goodnight,madam.”•“MayIhelpyou,sir?”金陵苏源大酒店培训资料SuyuanJinlingPlaza5Addressingagroupofguests:•“Gentlemen”•“Ladies”•“Ladies&gentlemen”金陵苏源大酒店培训资料SuyuanJinlingPlaza6Everyguestlovestohearyourememberhisname:•Ifyouarenotsureyouhavetherightname,say:•“It’sMr…..,isn’tit?”•Ifyoudonotknowaguest’sname,say:•“MayIknowyourname,sir/madam?”•Ifyouneedthefullname,add:•“Andyourinitials,please?”•“Andyourfirstname,please?”金陵苏源大酒店培训资料SuyuanJinlingPlaza更多资料：•Neversay:•“Yourwife”(or“husband”).•Usethesurname,say:•“Mrs.”or“Mr.”Ifyouarenotsuretheyaremarried,say:•“Theladywithyou.”or“Thegentlemanwithyou.”金陵苏源大酒店培训资料SuyuanJinlingPlaza8Greetings:•Accordingtothetimeofday,say:•“Goodmorning,sir/madam.”•“Goodafternoon,sir/madam.”•“Goodevening,sir/madam.”•Add:•“MayIbeofyourservice,madam?”•“MayIbeofyourservice,sir?”金陵苏源大酒店培训资料SuyuanJinlingPlaza9Greetings:•Followwith:•“Welcomebackto***hotel,sir/madam.”•“Welcometo**hotel,sir/madam.”•“It’snicetoseeyouagain,sir/madam.”•Fornewarrivals:•“Didyouhaveanicetrip,sir/madam?”•Add:•“Haveapleasantstayin***hotel,sir/madam.”•“Ihopeyouenjoyyourstaywithus,sir/madam.”金陵苏源大酒店培训资料SuyuanJinlingPlaza10Exchangeofgreetings:•“Howareyoutoday/thismorning,Mr.?”•Ifheanswers,“Fine,thankyou.”,say:•“I’mgladtohearthat.”•Ifheanswerssomethingnotverypositiveabouthimself,say:•“I’msorrytohearthat,Ihopeyouarebetternow.”•“I’msorrytohearthat,takeiteasytoday.”•“I’msorrytohearthat,pleasetakecare.”金陵苏源大酒店培训资料SuyuanJinlingPlaza11Exchangeofgreetings:•Ifaguestsneezeswhiletalkingtoyou,say:“Blessyou.”•Ifaguesthurtshimself,say:•“Ihopeyoudidnothurtyourself.”•“Areyouallright,sir/madam?”金陵苏源大酒店培训资料SuyuanJinlingPlaza12Exchangeofgreetings:•Iftheguestgreetsyoufirstwith“Howareyou?”,say:•“Verywell,thankyou.(Andyou?)•Ifyouhaveanaccident,andtheguestseesit,theguestaskyou:“Areyouallright?”or“Haveyouhurtyourself?”,say:•“I’mallright,thankyou.”金陵苏源大酒店培训资料SuyuanJinlingPlaza13Onleaving,say:•“Haveaniceday.”•“Haveapleasantevening.”•“Haveagoodweekend.”•Ifaguestwishesyoufirstbysaying“Haveagoodday.”•Thankhimandreply:•“Thankyou,youtoo.Mr..”•“Thesametoyou,sir/madam.”金陵苏源大酒店培训资料SuyuanJinlingPlaza14Answeringaguest’scall:•Say:•“Yes,Mr..MayIhelpyou?”•Ifyoucan’tattendtotheclientimmediately,saywithasmile:•“I’llbewithyouinamoment,sir.”•“Itwon’tbetoolong,sir.”•“It’sonlybeafewmoments.”•“I’mservingthisgentlemanatthemoment.I’llberightback.”金陵苏源大酒店培训资料SuyuanJinlingPlaza15Answeringaguest’scall:•Neversay:•“Waitaminute.”•Say:•“Justamoment,please.”•“Wouldyoupleasewaitamoment?”•Ifyouarestillnotabletoservehim/her,say:•“Sorrytokeepyouwaiting,sir/madam.”•Whenreturningtotheguest,say:•“Thankyouforwaiting.”金陵苏源大酒店培训资料SuyuanJinlingPlaza16Introducingyourself:•“Mynameis.Ifthereisanythingwecandoforyou,justletusknow.”金陵苏源大酒店培训资料SuyuanJinlingPlaza17Whenguestsaskforsomething:•Saycheerfully:•“Certainly,sir,ifyoucanexcuseme,I’llgoandgetitforyounow.”•“yes,sir.”•“Certainly,madam.I’llhappytodoit.”•“Hereisyour,Mr.金陵苏源大酒店培训资料SuyuanJinlingPlaza18Whenguestsaskforsomething:•Ifyouhavetoleavetheguesttogetwhattheywant,say:•“Justamoment,please,sir.I’llgoandgetitrightaway.”•Whenyoureturn,say:•“I’msorrytohavekeptyouwaiting.”•“Hereyouare.”金陵苏源大酒店培训资料SuyuanJinlingPlaza19Whenguestsaskforsomethingthatyoucan’tprovide,say:•“I’mverysorrywehaverunoutof….”•“I’msorrysir,I’mafraidwearefullybooked.Perhapsyouwouldlikemetobookyouaroominanotherhotel.”•“Sorrysir,I’mafraidwedon’thaveanysinglerooms.Howaboutadoubleroom?”金陵苏源大酒店培训资料SuyuanJinlingPlaza20Whenguestsaskforsomethingthatyouarenotsureyoucanprovideanswerhonestly:•“Ifyouwaitamoment,sir/madam,I’lltrytofindout.”•“I’msorry,madam,I’mafraidI’mnotsure,butI’llasksomeoneforyou.”•Onreturningwithapositiveanswer,say:•“Thankyouforwaiting.Wedohave…available.”金陵苏源大酒店培训资料SuyuanJinlingPlaza21Whengueststhankyou:•Alwaysreplywithasmile,usingoneofthefollowing:•“It’smypleasure.”•“Mypleasure.I’mhappyeverythingwassatisfactory.”•“You’remostwelcome.”•“Gladtobeofservice.Pleasefeelfreetocontactusanytime.”•“Thankyou.”金陵苏源大酒店培训资料SuyuanJinlingPlaza22Whenguestsapologizebysaying,“Sorry”,say:•“That’sallright.”•“Itdoesn’tmatter.”金陵苏源大酒店培训资料SuyuanJinlingPlaza23Givingwaytoguest•Rememberalwaystoletguestsgofirst:•“Afteryou,madam/sir.”•Whenguestspassyouandsay:“Excuseme”,•Youreplyis:•“Certainly,Sir,afteryou.”金陵苏源大酒店培训资料SuyuanJinlingPlaza24Givingwaytoguest•Ifyouhavetopassinfrontofaguest,say:•“Excuseme,please.”•“MayIcomethrough,please?”•Ifyousneeze,coughaccidentallywhileserving,say:•“Excuseme”or“Pardonme”.金陵苏源大酒店培训资料SuyuanJinlingPlaza25Whenaguestasksifhemaytakesomething•“Certainly,pleasehelpyo