第1页共7页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页共7页BasicEnglishforHotel/F&BPartA:Contactwithguest与客人接触1.Greetings问候Alwayssmileandkeepeye-contactwiththeguest随时保持目光接触Useguest’snameatanytimeifpossible在任何时候尽是用客名称呼客人“GoodMorning,Sir/Madam.”(Either/orboth)—(0:00-12:00)“GoodAfternoon,Sir/Madam.”(atnoonorafterlunch—12:00-18:00)“GoodEvening,Sir/Madam.”(Sunset—18:00-24:00)“MayIhelpyou,Sir/Madam?”“Welcometo_____”(nameyourhotelorrestaurant)“It’sgoodtoseeyouagain,Sir/Madam”(torepeatguestonly)“Ihopeyouenjoyyourstaywithus.”2.Magicwordswhichopenalldoors打开所有大门的魔力词语“Please”“Thankyou”“Excuseme”“Pardonme”“Sorry”3.Aguest’snameismusictohisears客人姓名对于他（她）本人而言是美妙的音乐Itisdifficulttoremembersomanynames,butwherethereisawill,thereisaway.要记住所有人的姓名是件非常困难的事情，但只要你愿意，就能办到。“Mr.___”“Miss___”“Mrs.___”“Mr.andMrs.___”(“Master”foryoungboysisnowseldomused.)Don’tsay“Yourwife/husband”.Usethenamei.e.“Mrs.___”orsay“Thelady/gentlemanwithyou.”不要说“你的妻子/你的丈夫”，使用客名，如：“**太太”，或说“与你在一起的那位小姐/先生”。4.AddressingindividualIfyoudonotknowtheirnamesaddresstheguestas如果你不知道客名，则用以下的称呼：“Sir”“Madam”“SirandMadam”Neversay“Missy”.Addressyoungunmarriedladiesas“Miss…..”,marriedladiesas“Mrs….”elderlyladiesas“Madam”,orifyoudonotknowaddressthem“Ms”.绝不能说“小姑娘”，对于未婚女性而言应称呼“**小姐”，结婚的应称呼为“**太太”，年龄大点儿的称呼为“女士”，或者不知道名者一律称为“小姐”。5.Addressinggroupofguests称呼团体客人Tocallthegeneralattentiontheguestinagroup,say:为引起团体客人的注意，请说：“Gentlemen”“Ladies”“LadiesandGentlemen”Neversay“Lady”,unlessitisatitlee.g.LadyDiana别说“女士”，除非有个称呼，比如：戴安娜女士第2页共7页第1页共7页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第2页共7页6.Exchangeofgreetings互致问候Don’tsaytoguest:“Howdoyoudo”别说：howdoyoudoThisisonlyforfirstintroductions,andnotaquestion/greetings.这是第一次见面的问候语，而不是一个问题Say:“Howareyoutoday,Mr/Mrssurname.”“Ihopeyouareenjoyingyourstaywithus.”Ifheanswers,“Fine,Iloveithere.”Say:“I’mgladtohearthat.”Ifheanswers,“I’venotbeentoowell.”(orsomethingnotverypleasant),say:“Iamsorrytohearthat,Ihopeyouarebettersoon.”Iftheguestgreetsyoufirstwith,“Howareyoutoday?”say:“Verywell,thankyou,andyourself?”7.Afteryourinitialgreeting在最初的问候之后Say“haveaniceday”.Ifguestwishesyoufirst,e.g.“Haveapleasantweek-end”Thankhimandreply:“Youtoo,Mr.___”“Andyou,Mrs.___”“Andthesametoyou,Sir/Madam.”8.Answeringaguest’scall回应客人Donotjustsay,“Yeah?”别说：YeahDependingonhowsoonyoucanattendtohim,say:根据你回应他的速度，说：“Yes,Mr.___”(orSir/Madam)“MayIhelpyou?”(Not“Whatdoyouwant?”)“CouldIbeofassistance?”(“----ofservice?”)“MayItakeyourorder?”Ifyoucannotattendtotheguest,say:如果你不能及时回应他，说：“I’llbewithyouinamoment,Mrs.___.”Whenyouareabletoservehim/her,say:如果你已可以服务他/她，说：“Sorrytohavekeptyouwaiting,Sir/Madam.”9.Introducingyourself自我介绍“Mynameis___.Pleasecallforservice,anytime.”Or“Justletusknowifthereisanythingwecandoforyou.”Youwillbesurprisedtoseehowhappytheguestwillbewhenyousaythis.你会惊奇的发现当客人听到这些时会有多么开心！10.Whenguestthanksyou当客人感谢...
