酒店Basic English TrainingVIP免费

Basic English for Hotel/F&BPart A: Contact with guest 与客人接触1.Greetings 问候Always smile and keep eye-contact with the guest 随时保持目光接触Use guest’s name at any time if possible 在任何时候尽是用客名称呼客人“Good Morning, Sir/Madam.” (Either/or both)— (0:00-12:00)“Good Afternoon, Sir/Madam.” (at noon or after lunch—12:00-18:00)“Good Evening, Sir/Madam.” (Sunset—18:00-24:00)“May I help you, Sir/Madam?”“Welcome to _____” (name your hotel or restaurant)“It’s good to see you again, Sir/Madam” (to repeat guest only)“I hope you enjoy your stay with us.”2.Magic words which open all doors 打开所有大门的魔力词语“Please”“Thank you”“Excuse me”“Pardon me”“Sorry”3.A guest’s name is music to his ears 客人姓名对于他（她）本人而言是美妙的音乐It is difficult to remember so many names, but where there is a will, there is a way. 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. and Mrs. ___”(“Master” for young boys is now seldom used.)Don’t say “Your wife/husband”. Use the name i.e. “Mrs. ___” or say “The lady/gentleman with you.” 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.Addressing individualIf you do not know their names address the guest as 如果你不知道客名，则用以下的称呼：“Sir”“Madam”“Sir and Madam”Never say “Missy”. Address young unmarried ladies as “Miss…..”, married ladies as “Mrs….” elderly ladies as “Madam”, or if you do not know address them “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.Addressing group of guests 称呼团体客人To call the general attention the guest in a group, say: 为引起团体客人的注意，请说：“Gentle...