英文资料(礼貌行为举止)

COURTEOUS ENGLISH 礼貌语言 -“Your newspaper , Sir” -先生,您要的报纸 -“Your Blanket , Mr Green” -格林先生,您要的毛毯 -“Your Towels , Mrs Brown” -布朗夫人,您要的毛巾 -“Your Telex , Mr Michel Horn” -迈克霍先生,,您的电报 -“Your Transformer,Madam” -小姐,您的变压器 -“Your Ball Pen, Mr Wong” -王先生,您要的圆珠笔 -“Your Sets Laundry Lists, Mr Chan” -陈先生,你的洗衣单 -“Your Match , Ms Apples” -苹果女士,您的手 表 关于同志近三年现实表现材料材料类招标技术评分表图表与交易pdf视力表打印pdf用图表说话 pdf -If the guest is occupied or does not notice you , say: “Excuse me” “Excuse me, Sir , Your Newspaper“ -如果客人很忙或者没有注意到你,可以说“不好意思”“对不起打扰您,先生,您要的报纸” COURTEOUS BEHA VIOUR 文明礼貌举止 -Approach the guest in such a way that he can see you coming . -以让客人能注意到你的方式靠近客人 -Stop about a metre from the guest and look at his eyes. -与客人保持1米的间距,同时看着客人的眼睛 -Speak clearly ( “Your welcome tea , Sir”) and then present or serve it . -说话清楚(“先生,您的茶”),然后上茶 -If the guest does not notice you or if his occupied, always get his attention by excusing yourself (Excuse me ). Be careful not to startle the guest by speaking to him from behind . -如客人未注意到你或客人正忙,应说:“对不起,打扰一下”,注意不要在客人身后说话,以免吓到客人。 -NOTE: If you are presenting something to a guest you have not dealt with earlier (i.e. he gave his order to someone else and you are just delivering it ) remember to greet the guest before presenting, e.g. “Good Morning , Sir . Your welcome tea”. -记住在赠送前要礼貌地问候,如:“早上好,先生,你 COURTEOUS ENGLISH 礼貌语言 -General Service -一般服务 Sometimes the guest seems to want something , but we don’t know what. Sometimes the guest calls us but we are not sure what he wants . In these cases , we make a general offer of service: “May I help you , Sir?” 有时客人看上去想要某种服务,但是我们并不清楚是何种服务时,或在联系了我们但并不确定客人的需求的场合中,应提供一般的服务要求:我能为您做些什么? -Specific Service -特别服务 We often need to offer a specific service , 有时我们需要提供特别的服务 e.g. Clear the plate , 例清洗盘子 Carry a bag , 拿包 Collect the laundry , etc 收拾洗衣,等 Before we perform the service , we often need to check : 在提供服务时应先向客人核实 “May I clear your plate , Sir?” “先生,需要清洗盘子吗?” “May I carry your bag ,Mr Smith?” “史密斯先生,需要提包吗?” “May I turn down your beds , Sir ?” “先生,需要调低床位吗?” “May I clean up your room , Madam?” “女士,需要收拾房间吗?” “May I collect your glasses and ashtrays for cleaning?” “需要清洗玻璃和烟灰缸吗?” “May I vacuum the carpet , Mr Victor Pool?” “维克多扑司先生,需要清理地毯吗?” “May I empty the rubbish bin , Madam?” “女士,需要到垃圾吗?” “May I change your towels , Sir?” “先生,需要更换毛巾吗?” COURTEOUS BEHA VIOUR 文明举止 -Always acknowledge the guest who needs service, Even if you cannot take care of him immediately, give a signal that you will look after him as soon as possible. Smile , bow slightly towards him – let him see that you will be happy to serve him. -经常答谢需要服务的客人,如不能立即为他服务,应告知客人会尽快做到,同时对客人微笑,稍稍鞠躬,---让客人明白你很乐意为他服务。 -When you approach the guest to offer service, make sure that he can see you before you speak . D on’t speak up behind the guest and give him a shock . -当接近客人准备为其服务是,应确定他能在你说话前看到你,不要站在客人背后说话,让客人受到惊吓。 -When offering service , give the guest your full attention : -在提供服务时,应全神贯注: -Look him in the eyes , - 看着他的眼睛 -Face your whole body towards him. -整个身体面对着他 -Bow slightly, -稍稍鞠躬 -Use his name if you know it. -如认识客人,应使用客人的名字 -Keep a look out for guests who need service. Try to offer service before they ask. -注意观察客人是否需要服务,尽可能在客人开口前提供服务。 -When a guest calls you or signals you from a distance , smile or nod (or do both )to show that you understand. -当客人隔着一定距离召唤或暗示你时,应微笑或点头(或同时点头微笑),让客人明白你已了解) USING GUESTS NAMES 使用客人的姓名 -Use the guest’s name frequently . especially when you greet him , thank him , when you say goodbye, and when he calls you to ask for something. -经常使用客人的姓名,特别是在对客人表示问候,感谢,告别的场合中,以及在客人要求服务的时候。 -IF you don’t know the guest’s name , try to find our ; ask someone else , check with Reception , check with our Guest Relations Officers, etc . Make an effort to find out . -如果不知道客人姓名,应努力查找,或咨询他人,向前台,房务中心查询。 -I f you recognize a guest but you don’t know the name , ask : “May I know your name , please?”-如果认得客人但不知道姓名,应礼貌询问客人:请问您贵姓? -When you learn a new name , use it . Repeat it out loud. Repeat it to yourself a few times , the more you repeat it , the easier it will be to remember. -要记住客人姓名,可以大声重复念一会,反复多次,记得会更牢 -If you don’t know how to pronounce a name , ask the guest. He will be pleased by your interest . Say: “I’m sorry , how do you say your name?” -如果有不认识的生字,可以请教客人,“对不起,您能念一下您的名字吗?”客人会很乐意告知的。 -Look at the guest when saying his name, so that you connect the name with the face -说出客人名字是看着客人,这样才能将名字与客人对上号. -Everyone wants to be recognized and remembered, People return again and again to the hotels , restaurants and bars where staff remember them and make them feel important . -每个人都希望被他人认识,并记住,人们会经常光顾那些能被服务员记住自己的酒店,因为这样会使客人感到倍受重视。 -The easiest and most powerful way of making guests feel good is to use their names. -所以客人的名字会使客人感到很满意---这是最直接,有效的 方法 快递客服问题件处理详细方法山木方法pdf计算方法pdf华与华方法下载八字理论方法下载 。 COURTEOUS ENGLISH 礼貌语言 Staff : “May I know you name , please?” 请问您贵姓? Guest : “Michel Horn” 迈克霍 Staff : “Mr Horn , Thank you”. 谢谢,霍先生 COURTEOUS ENGLISH –cont’d 礼貌语言- Staff : “I’m sorry , how do you say your name?” 不好意思,您能说出您的名字吗? Guest : “Mr Bossche”. 伯斯先生 Staff : “Mr Bossche , Thank You , my name is John”or “My name is Pete” or “I’m John”. “谢谢,伯斯先生,我叫琼”或“我的名字是彼特”或“我是琼” THANKING THE GUEST IS IMPORTANT 对客人表示感谢是很重要的 1.Guests often do things for us – small things like signing the bill , and big things like giving us a tip. 客人有时也会帮助我们,在买单时,或给小费。 Everytime a guest does something for us we should say Thank You. Remember that “Thank You” is used much more often in the English language than in our language. 每到这时,都应该向客人表示感谢,记住:“谢谢”这个词在英语中比在国语中使用得更为频繁。 2.Sometime a guest does something special for us , like giving us a tip or holding open a door for us to pass . In these cases we need more than a simple “ thank you”; we must say “thank you very much”. 有时候客人会为我们做一些特别的事,如付小费或为我们开门等,在这些场合就不能简单说声“谢谢”必须再三表示“非常感谢” 3. Guests often say “Thank you” to us . When never the guest thanks us, we should acknowledge him courteously by saying “ You’re Welcome” 客人有时也会说“谢谢”无论何时应有礼貌答谢,并说:“您太客气了。” COURTEOUS BEHA VIOUR 举止文明有礼 -Give the guest your full attention when thanking him or when responding to thanks. -对客人表示感谢或答谢客人时都应该全神灌注 -Face the guest your full attention when thanking him or when responding to thanks. -面对客人并看着客人的眼睛 -Smile and bow slightly -微笑,微微鞠躬 COURTEOUS LANGUAGE 礼貌用语 -Routine thanking , say : “Thank you”. -一般感谢,说:“谢谢。” -Speci al thanking , say : “Thank you very much”. -特别感谢,说:“非常感谢。” -Replying to thanks , say : “You’re welcome”. -答谢,说:“您太客气了。” -There is one occasion when we do not use “You’re Welcome”. -在下面场合中无需说“您太客气” Suppose you ask a guest how he is , or how was his meal : the guest may reply : “I’m fine thank you” or “ Its delicious, thank you”. In these case we should not say “You’re welcome”. Instead, say “That’s good” or “I’m glad you like it” or just smile. 当你询问客人身体状况或者饭菜口味如何时,如客人回答:“我很好,谢谢。”或者“饭菜很美味,谢谢。”这时就无需说:“您太客气。”相反,应回答:“那太好了”或者“很高兴您喜欢”或者用微笑就可以了。