Courtesy Training

7/29/2019 Courtesy Training

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COURTESY STANDARD礼仪



Course Outline 课程大纲

1. Recognizing guest招呼宾客

2. Offering service主动提供服务

3. Responding to guest requests 对宾客要求的回应

4. Guest who needs help协助宾客

5. Giving direction为宾客指路

6. Referring Guest when you do not know 当

你不知道时将宾客引荐给其他同事

7. When you do not understand当你不明白 /不理解时

8. When the guest says „Excuse me? ‟当宾客说“劳驾”“请问”

时

9. Confirming a request确证宾客要求

10. Checking检查、咨询

11. Thanking the guest感谢宾客

12. Fare wellin the uest



Magic words which open all doors

叩开所有心扉的魔法字眼

Please 请

Thank you谢谢

Excuse me 不好意思（对不起）

Pardon me 抱歉（*没听清楚时说

）



Recognizing Guest招呼宾客

Recognize guest immediately with eye contact,

smile and greeting if a guest enters your area.

一旦有客人进入你的区域，即刻用目光注视、微笑及问候招呼客人。

Good morning

Good afternoon Good evening

Sir / Madam / Miss,

how may I help you ?

Mister Issenberg

Miss Ho

Misses Leungmy name is John, I am glad to be of

☻“Hi” and “Hello” are too informal

☻If you know the guest name, use it !

A guest name is music to his/her ears

客人的姓被人谦恭地称呼出来会让他有悦耳音乐之感。



Offering service主动提供服务

Say it with a smile to show that

you are friendly and attentive to guest‟s needs.

说话时面带微笑，让宾客感到你的友善及关怀 !

May I help you, Sir/Madam?

先生/ 小姐/ 女士/ 夫人，我可以帮您吗?

May I be of assistance, Sir/Madam?

先生/ 小姐/ 女士/ 夫人，我能帮上忙吗？

Would you like to have… ?

您愿意要...吗?

May I offer you...?

我能为您提供...吗?



Responding to guest request对宾客要求的回应

Do not keep the guest waiting !

别让宾客等候！

If you do not know the answer, check with your superior or

someone in charge.

如果你不清楚某些事，可向你的主管或负责某事的人咨询。

Yes, certainly Sir/Madam (Mr. Shiu / Miss Ho / Mrs. Wang)好的，(某) 先生/ 小姐/ 夫人，一定/ 可以的。

Yes, Sir/Madam.

All right, Sir/Madam.好的，(某) 先生/小姐/夫人/女士。

Immediately, Sir/Madam.先生/夫人，我马上做（去）。

☻“OK” and “of course” are too informal, and rude in 5 star hotels

切忌说 “OK“ 或 ” 当然“等在五星级酒店里算粗鲁或过于随便的字

眼。



Guest who needs help 协助宾客

You should offer help BEFORE the guest asks.你应该在宾客开口前主动提出帮忙!

This shows attentiveness towards the guest.

这样才能充分体现出我们对客人的关怀及优异的对客服务技能。

May I help you?

我能帮您吗？

Let me help you with your ... , Sir/Madam.

先生/小姐，让我帮您拿（扛）（提） ...好吗？ Let me get you a ... please Sir/Madam.

先生/小姐，请让我帮您取（找）... 吧。

Would you like to sit here, Sir/Madam?

先生/小姐，您坐这儿好吗？

May I assist in any way?

有什么我能帮到的吗？



Giving directions为宾客指路

Show the way with your hand, NOT finger.

指引方向时，四指并拢与拇指分开；绝不可只用某根指头指。

Go straight ahead, please. 请您照直走。请您一直往前走。

Please turn left/ right at the first corner.请在第一个拐弯处左（右）转。

Please go up the escalator. 请顺扶手电梯上去。

Please go down to the lobby. 请下到大堂。

Sorry, I’m not sure. If you wait a moment, I’ll be glad to find out for you.

抱歉，我不是很清楚。如果您不介意稍候的话，我很乐意帮您问清楚。

The ...(item) is at the top/bottom of the (item).

（某物）在（另外某物）的顶上/下面。

The ... (service) is on ...th floor.（某项服务或某个部门）在 ... 楼。

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”.

如果情况允许的话，对客人说“让我领您去吧”或“请您跟我来”，然

后亲自陪同客人前往。



Referring guest when you do not know

当你不知道时将宾客引荐给其他同事

Offer help by referring guest to the department.主动将客人引荐给职属部门。

I am sorry, Sir/Madam. The ... Department/ counter is

responsible for .... I shall contact the ... Department to check

...很抱歉，先生/小姐，（某某）部门专门负责这类事。我帮您跟

他们联系一下好吗？

The people in our ... Department can answer that question

for you, Sir/Madam. May I ask them to contact you? 先生/小姐，我们的（某某）部门可以回答您的这个问题，我

GO EXTRA MILE FOR THE GUEST !

NEVER ask guests to contact or find out by themselves

切忌让宾客自己去联系或自己去找出答案。



When you do not understand 当你不明白 /不理解时

Do not be afraid to say you do not understand !

不要惧怕说你不明白!Call your superior if necessary, do NOT let the guest repeat for the third time

必要时叫上司来。不可以让客人重复第三遍。

Better let your superior help the guest than making mistakes to upset the guest.

最好让你的上司来帮助客人，不要半懂不懂弄错了激怒客人。

Sorry, could you please speak more SLOWLY / LOUDLY, Sir/Madam?

对不起，先生/小姐，能请您说慢点儿/大声点儿吗？（您慢慢说好吗）

I am sorry, I do not understand. I’ll get my superior for you, Sir/Madam.

真对不起，先生/小姐，我听不懂您的话；我这就找我的上司过来。

I am sorry, I do not understand. Could you please show me?

真抱歉，我听不明白。能请您做（拿）（写）给我看看吗？

I am sorry, could you please repeat that?

真不好意思，能请您重复一遍吗？

Never say “What ?!” when you do not understand.

听不明白或听不清楚时，绝不可以说“什么？！”



When the guest says “Excuse me ?”

当宾客说“劳驾”、“请问”时

Reply: “ I’m sorry ”

and turn to listen to the guest request

你的回答应该是：“请问有什么需要我帮忙的吗？”

（注意：这句话的英文表达应该是：I am sorry. ）

然后面对客人，聆听他的要求。



Confirming a request确证宾客要求

To avoid any misunderstanding or mistakes, repeat the guestrequest or even write down first and then repeat.

为确保没有误解客人的意思，或避免客人的口误，必须复述客人的要求。对复杂的要求甚至要先写下来再口头复述。

May I repeat that, Mr./Miss/Mrs…. Sir/Miss/Madam ?

某先生/小姐/小姐，我重复一下您的要求好吗？

This is to ensure that right service be offered at the first place.

这是为了确保正确的服务一次到位。



Checking检查、咨询

Check with concerned department and come back to the guest with the answer

or let the guest know you have informed the concerned department to help him

向有关部门咨询，再给客人答复或告诉客人你已通知有关部门帮助他。

Let me check for you, Sir/Madam.

(某) 先生/小姐/夫人/女士，我去给您查（问）一下。 Certainly Sir/Madam, I will check for you.

好的，(某) 先生/小姐/夫人/女士，我去给您查（问）一下。

Please wait a moment, Sir/Madam. I will try to find out for you.先生/ 夫人，请您稍候（稍等）；我这就去给您查（问）清楚。

I will check and come back to you as soon as possible.

我去（给）您查（问）一下，然后尽快答复您。

Sorry to have kept you waiting, I have checked (I have

informed …department)....”对不起，让您久等了。我查问过了（我已通知某某部门）...”

Never say things you are not sure of by assuming.

切忌凭自己的推断说些你并不完全了解的事。



Thanking the guest 感谢宾客

Be sincere when thanking the guests and smile !If possible, use positive body language as well, such as a

small bow or nodding

表达谢意时要面带微笑，以示真诚。可能的话，配以积极的身

体语言，例如：微微鞠躬或点头。

Thank you very much, Sir/Madam.

先生/小姐，非常感谢您给我们带来生意！

It’s my pleasure! 为您服务是我的荣幸！

You are most welcome.

真诚欢迎您光临！

Glad to be of service.

很乐意为您服务！



Fare welling the guest与宾客道别

DO USE GUEST NAME if you know, to make it a personal

service and take the chance to build a relationship again.

假如你知道客人的姓名，一定要用姓氏称呼，以使服务更个性化

不要错过与客人建立融洽关系的良机。

Goodbye, Sir/Madam (Mr./Ms./Mrs.)（某）先生（小姐），再见，欢迎下次光临。

Thank you for coming! We hope to see you again soon.

感谢您的光临！希望能很快再次为您服务。

Thank you for staying with us. Have a pleasant journey.

谢谢您选择了我们酒店。祝您旅途愉快。 I hope you have enjoyed your stay with us.

希望您住在我们这儿的这些天都很愉快。

Have a pleasant flight / trip.

旅途愉快！一路顺风！

We hope to see you again very soon.希望能很快再次见到您。





COURTESY STANDARD

礼仪

- II -



Course Outline 课程大纲

1. Asking guest to do something请求宾客做某事

2. Guest offers something out of politeness宾客出于客气而赠送某物时

3. Polite denial委婉的否认

4. Short delays (less than 5 minutes) 短时延误（少于五分钟）

5. Long delays (more than 5 minutes)长时间延误（超过五分钟） 6. Apologizing for an inconvenience对所造成的不便致歉

7. Accepting complaints/ criticism接受投诉、批评

8. When the guest asks if they may take something

宾客要求带走某物时

9. When the guest apologizes by saying “sorry”

当宾客说“抱歉”、“对不起”时

10. Breaking (away from) a conversation打断客人 (中断谈话)

11. Suggestive selling推介式销售



Asking guest to do something 请求宾客做某事

Be utmost humble and courteous when doing this.

在要求或请求宾客做某事时，一定要尽可能谦恭、礼貌。

Excuse me, Sir/Madam, could you please ( “sign”/ “wait” etc.) here?

对不起，先生/小姐, 请您（“签上名”或“稍候”）好吗？

Could I have (request), Sir/Madam? 先生/小姐，我可以（某要求或做某事）吗？

May I ask you to (request), Sir/Madam?

先生/小姐，可以麻烦您（做某事）吗？

Would you like to...?

您是否愿意（可不可以）...呢? Excuse me, Sir/Madam, could you please follow me.

不好意思，先生/小姐, 请跟我来好吗？

Would you please print/ spell your full name for me, Sir/Madam?

先生/小姐, 能麻烦您将您的姓名用正楷写出来吗？

Please mind the stairs! 请小心楼梯！



Guest offers something out of politeness

宾客出于客气而赠送某物时

No, thank you. You are very kind.

您真是太客气了，心意领了就行了。

It’s very kind of you but no, thank you.

谢谢您，不必这么客气送我礼物了。

You are very kind, but I cannot accept.

您真太客气了，可我不能收（心意我领了就行了）。



Polite denial 委婉的否认

I am afraid not. Sorry, Sir/Madam.

恐怕不是这样吧（恐怕不行），真不好意思，先生/小姐。 No, I am sorry.

不是的（不可以的），我很抱歉。

I’m afraid not, unfortunately.

很遗憾，我觉得不是这样的（我看恐怕不行）。

Not really.不会吧（不能吧）（好像不会吧）（不完全是这样吧）

（不太可能吧）。

No, Sir/Madam. It is not.

不是，（某）先生（小姐），不是这样的。



It is important that the guest does not feel he has been ignored.

重要的是，不要让客人感到被忽视了。

Just a moment / one moment, please, Sir/Madam. 请您稍候，先生/小姐。

This may take a few minutes, Sir/Madam.

可能会等（要花）几分钟，先生/小姐。

I’ll be with you in a moment, Sir/Madam.

先生/小姐，我稍等一会儿就过来（就为您服务）。 Sorry to keep you waiting, Sir/Madam.

很抱歉让您等候，先生/小姐。

I’m sorry about the delay.

不好意思要请您耽待一下了。

My apologies for the delay. 让您等候，我很抱歉。

Always acknowledge the guest even if you have to keep him waiting.

即使你必须要客人等候，也一定要知会客人。

Short delays (less than 5 minutes)

短时延误（少于五分钟）



Long delays (more than 5 minutes)

长时间延误（超过五分钟）

Be SINCERE and show the guest you are concerned of the delay.

要满怀诚意，要让客人感到你对延迟一事很在意。

I’m sorry, Sir/Madam. This may take about ... minutes. Is that all right?

我很抱歉，先生/小姐。可能会等上 ... 分钟。您看行吗？

I’m sorry for the delay, Sir/Madam. It will just be a few minutes longer.Will that be all right?

对不起，先生/小姐，可能等候的时间会稍久一点，您看有问题吗？

I’m terribly sorry for the inconvenience, Sir/Madam, but this may take a

few minutes longer.

真不好意思，先生/

小姐，给您造成不便我深表歉意，可能需要再多等几分钟。

Ask for the guest‟s approval so that they feel looked after.

要征询客人的意见，以使他们感到被关怀。



Apologizing for an inconvenience

对所造成的不便致歉

Sorry, I’m not sure. If you wait a moment, I’ll be glad to find out for you.

I’m very sorry, Sir/Madam.

Thank you for your co-operation/patience/ understanding.

我深表歉意，先生/小姐。多谢您的合作/耐心/体谅。

I’m terribly sorry, we are not permitted to do this.

十分遗憾我们不允许这样做。

I’m terribly sorry. There could have been some mistake.

我真是很抱歉，可能是什么环节出了差错。

I do apologize.我诚心向您道歉。

I’m sorry, Sir/Madam. I’ll look into the matter at once.

对不起了，先生/小姐。我这就去把事情弄清楚（我马上去查一下）。 I’m afraid it’s against company policy to do this.

很不好意思，这样做会违反公司规定。



Accepting complaints/ criticism接受投诉、批评

Listen attentively to guests‟ complaints and take notes if necessary to

show your sincerity.

留意倾听客人的投诉，必要时当客人的面写下来以示重视和诚意。

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.

谢谢您告诉我们，先生/小姐。我向您保证我们会尽全力不让这种事情再发

生。请您接受我们的歉意。 Please accept our apologies. I shall let the person in charge know.

请接受我们的道歉。我会转告有关负责人的。

I’m sorry for what happened. It must be very annoying.

对于所发生的事我很抱歉。这种事肯定很让人生气。 I’m sorry to hear that. You must be very annoyed.

听到这种事我很抱歉。您一定很生气。

Never say things like “ It‟s not my fault/ I did not handle it/ it‟s not my department.”

绝对不可以说类似于“这不是我的错”、“这不是我做的”、“我可没做过这种事”、

“这可不是我们部门的事”等等话。

Do NOT argue千万不要分辨！！！



When the guest asks if he may take something

宾客要求带走某物时

Guest often like to take menus, leaflets articles, etc.

客人时常喜欢要走餐单、推广小册从等等。

Certainly, Sir/Madam, let me help you.

可以的，（某）先生（小姐），请让我帮您拿（取）。

Go ahead please, you’re welcome.

您请随意。您的要求是我们的荣幸。

Yes, sure, allow me.

可以可以，让我来吧。

If you are not sure if they are permitted, check with

your superior or manager.

如果你不能确定某些东西是否可以给他们，你应该请示你的上司或经理。



When the guest apologizes by saying “sorry”

当宾客说“抱歉”、“对不起”时

But in case some valuable properties of the hotel is damaged, you should say:

“ I am sorry of what happened. But I am afraid I have to report this to my

manager. Hope you understand that.”

可是如果涉及到酒店的贵重物品被损坏时，你就应该说：

“我很遗憾发生这样的事；不过，恐怕我得向经理报告了。希望您能理解。”

That’s all right.

没关系。

It doesn’t matter.

没问题。

It’s nothing serious. 不要紧。不用在意。

Please do not worry about it, Sir/Madam.

先生/小姐，请不用太在意。



Breaking (away from) a conversation

打断客人 (中断谈话)

Excuse me, Sir/Madam, but I’m being called. 对不起（抱歉），先生/小姐，那边叫我了。

Excuse me for interrupting.

不好意思，打断一下。

May I take up a few moments of your time?

可以占用您一会儿时间吗？ May I speak to you for a moment, Sir/Madam.

先生/小姐，我可以跟您谈一下吗？

Will there be anything else, Sir/Madam?

先生/小姐，还有别的什么需要我做的吗（您还要点儿别的什么吗）？

I’m sorry I’m being called away. Have a pleasant day, Sir/Madam. 真不好意思，我得去招呼那边了。先生/小姐，祝您过得愉快！

Excusing yourself shows courtesy.

请求对方原谅你打断或中断谈话，是显示你的礼貌。

Courtesy is the nature of service!

礼貌是服务的核心！



Suggestive selling推介式销售

May I show you our (item/service), Sir/Madam?

先生/小姐，可以请您看一下我们的（某项服务

或某物）吗？

我能领您（给您）看一下我们的（某项服务或某物）吗？

Have you tried our ... ?

您有没有试过我们的（某项服务或某物）呢？

May I suggest you ... ?

我提一个建议好吗？/我建议您享用（使用）我们的（某项服务或某物），您看行吗？

Would you like more ... ?

您需要再来点儿 ... 吗 ?



K i i t h



31

Knowing is not enough,

we must practice !

Thank you and

Have a nice day!

Date post:	03-Apr-2018
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