酒店基本服務(wù)英語(yǔ)知識(shí)點(diǎn)
服務(wù)英語(yǔ)基本句型
1.當(dāng)自己想做什么時(shí)用“MayI--------?”
(1).MayIhaveyourname,please?(2).MayIhaveyourcheck-outtime,please?
(3).MayIseeyourpassport,please?(4).MayIknowyournationality,please?
(5).MayItakeyourorder,please?(6).MayIhaveyourbill,please?
(7).MayIcleantheroom,please?(8).Housekeeping.MayIcomein?
2.在要求客人做什么時(shí)用“Couldyou---------”
(1).Couldyoufillouttheform,please?(2).Couldyouwriteyournamedown,please?
(3).Couldyouholdtheline,please?(4).Couldyoudraftthetelegram,please?
(5).Couldyoutellmetheaddress,please?(6).Couldyouwaitamoment,please?
3.在問(wèn)客人要求與否或愿望時(shí)用“Wouldyou--------”
(1).Wouldyouliketeaorcoffee?(2).Wouldyouliketotakeata*i?
(3).Wouldyoumindwaiting?(4).WouldyoumindifIopenthecurtains?
4.當(dāng)向客人征求意見(jiàn)要不要做什么時(shí)用“ShallI---------”
(1).ShallIdrawthecurtains?(2).ShallIcallthebellhop?
(3).ShallIdrawyouamap?(4).ShallImakethereservationforyou?
5.疑問(wèn)詞后接“Wouldyou---”的語(yǔ)句,均是詢(xún)問(wèn)客人愿望的表達(dá)形式.
(1).WhenwouldyouliketovisittheWindowoftheWorld?
(2).Wherewouldyouliketohavelunch?(3).Whattimewouldyouliketoeat?
(4).Whowouldyouliketocontact?(5).WhywouldyouliketovisitChina?
(6).Whichkindofroomwouldyouprefer?(7).Whichmuseumwouldyouliketovisit?
(8).Howwouldyouliketosettleyourbill?(9).Howmuchwouldyouliketospend?
(10).Howlongwouldyouliketostay?(11).howmanyticketswouldyouliketobuy?
(12).Howmanyroomswouldyouliketoreserve?
日常服務(wù)用語(yǔ).
1.迎客.(1)Howdoyoudo?/Howareyou?(2).Welcometoourhotel.
(3).MayIhelpyou?/WhatcanIdoforyou?(4)I’mgladofyourvisit.
(5).Howmanypersons,please?(6).I’mpleasure/glad/pleasanttomeetyou.
(7).Howhaveyoubeenlately?(8).Goodmorning/afternoon/evening/night!
2.受助答謝.(1).Thankyouforhelping!(2).Thankyouforyouradvice/information!
(3).Thankyou!/Thanksalot!/Manythanks!(4).It’sverykind/niceofyou!
3.致謝回應(yīng).(1).Youarewelcome.(2).I’mgladtoserveyou!
(3).Mypleasure!/It’smypleasure!(4).Don’tmentionit./Nevermind./Notatall.
(5).It’snothing./Itdoesn’tmatter.(6).Thankyouforyourencouragement.
4.麻煩別人致歉.(1).I’msorrytokeepyouwaitingsolong!
(2).I’msorrytodisturbyou!(3).I’msorry,It’smyfault./Iapologizeforthis.
(4).Pardonme?/Ibegyourpardon?(5).Iwouldliketoapologizeforthemistke.
(6).I’mverysorryforthedelay.(7).I’mverysorryfortheinconvenient/mistake.
(8).I’mverysorrytohearthat.(9).I’mafraidIcouldn’thelpyou./Waitamoment.
(10)Couldyourepeatthat,please?(11).I’mverysorryforthat.(12).Justaminute.
(13).Couldyouspeakmoreslowly,please?(14).I’mawfullysorry,Ireallydon’tknow.
5.客離歡送.(1).Goodbye.Welcomeagain./Welcometovisitnexttime.
(2).Thankyouforyourcoming/visit.(3).Wishyouapleasantjourney!
(4).Hopetoseeyouagainsoon!(5).Haveanice/goodday!
(6).Pleaseenjoyyourstaying/dining!(7).Thankyouforstayingwithus.
(8).I’msohappytobewithyou./Goodluck!(9).Haveagoodtrip!
6.節(jié)日祝賀(1).HappyNewYear!(2).HappyBirthday!
(3).MerryChristmas!/Congratulation!(4).HappySpringFestival!
7.其他.(1).Areyouallright?(2).What’syourtrouble?(3).What’swrongwithyou?
(4).What’sthematterwithyou?(5).How’syourfamily?(6).Godblessyou!
(7).Remembermekindlytoyourwife.代我問(wèn)候尊夫人.
(8).Pleasegivemyregardstoyourhusband.代我問(wèn)候您的丈夫.
(9).Givemylovetoyourchildren.代我問(wèn)候您的孩子們.
(10).Solong!后會(huì)有期.(11).Happylanding!旅途愉快!(送機(jī)時(shí)用.)
(12).Bon-Voyage!一路順風(fēng)!(送船時(shí)用.)(13).Ihavetosaygood-bye!
(14).Mustyougonow?(15).youareveryhelpful.您真是好幫手.
(16).Idon’tknowhowtorepayyou.我不知如何報(bào)答您.(17).Delaynomore!
(18).Pleaseforgiveme.(19).I’mtoblame.(20).Ishouldberesponsible.我應(yīng)負(fù)責(zé)任.
(21).Takeheart.放心吧.(22).Don’ttakeittoohard.不要耿耿于懷/要看開(kāi)些.(23).Cheerup.開(kāi)心些吧./振作起來(lái).(24).Don’tloseheart.不要灰心.
(25).Oh,whatapity!(26).Ifeelverysorryforyou!(27).Isympathywithyou.
(28).Youcantryagain.(29).Myverybestwishestoyoursuccess.
(30).ForGod’ssake,please.看老天爺?shù)姆萆习?(31).Besuretoletmeknow
簡(jiǎn)化問(wèn)句.(1).Fromwhen?何時(shí)開(kāi)始?(2).Tillwhen?要何時(shí)止?
(3).Sincewhen?從何時(shí)起?(4)Whynot?為什么不可以?
(5).Whatthen?之后有什么?(6).Sowhat?那又怎么樣?
(7).Whatnext?跟著還有什么?(8).Whatelse?還有其他的嗎?
(9).Oh!Whatamess!噢!真是一團(tuán)糟!(10).Whyme?為什要我?
(11).Whataboutyou?你又如何呀?(12).Whatfor?做什么的?
(13).Whereto?去哪里?(14).Meaningwhat?什么意思?
(15).Have/DidI?我嗎?
表示情感.(1)Leavemealong.讓我單獨(dú)一個(gè)人吧!
(2).真是有趣!Howinteresting!(3).我的天!Dearme!
(4).我是開(kāi)玩笑的.I’mkidding.(5).我請(qǐng)客.Bemyguest.
(6).拿定主意.Makeupyourmind.(7).張先生在嗎?IsMr.Zhangin?
(8).請(qǐng)問(wèn)王小姐在嗎?MayIspeaktoMisswang,please?
(9).很久沒(méi)見(jiàn)您了.Ihaven’tseenyouforages.(10).要命!JustChrist!
(11).這很難說(shuō),It’sdifficulttosay.(12).讓我想想看.Letmesee.
(13).但原如此.Ihopeso.(14).我想是的.Ithinkso.
(15).怎么會(huì)這樣?Howcome?(16).哦,我不確定.Well,I’mnotsure,
(17).樂(lè)意接受.Withpleasure.(18).榮幸之至.It’smyhonour.
(19).對(duì)極了!Youcansayitagain.(20).好主意!Goodidea.
(21).一言為定!That’sadeal.(22).我也一樣.SodoI.
(23).就這些.That’sall.(24).阿彌陀佛!Goodgracious!?
篇2:酒店基本服務(wù)禮儀規(guī)范
對(duì)餐飲行業(yè)來(lái)說(shuō),應(yīng)該看到越來(lái)越多的人帶著先進(jìn)的理念,高超的技術(shù),投身于餐飲行業(yè)中來(lái),這無(wú)疑是市場(chǎng)的一個(gè)福音。但我們應(yīng)該看到,在競(jìng)爭(zhēng)日趨激烈的今天,很多從事餐飲行業(yè)的同仁把大量的資金都用到硬件上.裝修越來(lái)越豪華,菜肴越來(lái)越奢侈,唯一能節(jié)省成本的就是不對(duì)服務(wù)員進(jìn)行體系的禮儀培訓(xùn).理由何在?因?yàn)榉?wù)員工資低,文化程度低,流動(dòng)性大。但是,大家是否忘記了,[民以食為天],[食]已不是單純的填飽肚子,滿(mǎn)足空腹之感(世界上有10億人口是因?yàn)轱柺扯酶鞣N成人病的),而是食出品位,食出生活方式,食出藝術(shù),尤其是餐飲行業(yè)的投資人的目標(biāo)客戶(hù)更是注重氛圍和服務(wù)。所以不論多好的菜肴,留住顧客的最終是取決于服務(wù)人員的禮儀和態(tài)度。在激烈的競(jìng)爭(zhēng)中,競(jìng)爭(zhēng)的成敗是取決于服務(wù)的優(yōu)劣。沒(méi)有受過(guò)系統(tǒng)禮儀培訓(xùn)的服務(wù)人員將無(wú)法使客戶(hù)滿(mǎn)意,無(wú)法讓企業(yè)在競(jìng)爭(zhēng)中獲勝。
一、為什么要推廣服務(wù)禮儀
1.提高服務(wù)人員個(gè)人素質(zhì);2.提升店面形象;3.提高客戶(hù)滿(mǎn)足度;4.創(chuàng)造品牌。
二、職業(yè)道德
1.職業(yè)道德的具體內(nèi)容
◎思想品質(zhì)◎工作態(tài)度◎職業(yè)素養(yǎng)
2.職業(yè)道德的具體表現(xiàn)
◎敬業(yè)愛(ài)社忠于職守;◎尊重自己,尊重他人;
◎具備高度的責(zé)任感;◎不抱怨,不找借口;◎注重團(tuán)隊(duì)合作。
3.服務(wù)行業(yè)的職業(yè)道德:讓顧客滿(mǎn)意讓顧客感動(dòng)
三、服務(wù)意識(shí)
所謂服務(wù)意識(shí)是指服務(wù)人員如何看待服務(wù)工作中的崗位要求。
1.樹(shù)立服務(wù)意識(shí)應(yīng)注意的事項(xiàng)
◎正確的服務(wù)意識(shí)◎錯(cuò)誤的服務(wù)意識(shí)
2.服務(wù)禮儀的關(guān)鍵詞和禁忌
◎服務(wù)禮儀的關(guān)鍵詞◎禮儀待客的三聲與三不講
待客三聲:來(lái)有迎聲、問(wèn)有答聲、去有送聲。
三不講:不尊重對(duì)方的語(yǔ)言、不客氣的語(yǔ)言、不耐煩的語(yǔ)言。
***服務(wù)行業(yè)的七大罪狀***
**餐廳服務(wù)員:你有過(guò)這樣的舉止嗎**
*不主動(dòng)上前迎接客人。*自始自終無(wú)微笑,無(wú)禮貌用語(yǔ)。
*遇見(jiàn)客人時(shí)視而不見(jiàn)。*不帶領(lǐng)客人入席。*服務(wù)員與客人之間講話(huà)距離過(guò)遠(yuǎn)。
*客人在點(diǎn)菜時(shí),強(qiáng)行推銷(xiāo)客人不要的菜或不推薦菜單上的菜。
*當(dāng)客人點(diǎn)菜時(shí),不主動(dòng)地表示謝意。*在客人的面前倒茶水,擋住客人的視線(xiàn)等。
*給客人的茶水,沒(méi)有確認(rèn)好茶水的溫度和濃、淡。*送茶時(shí)一語(yǔ)不發(fā),板著臉。
*用餐前未準(zhǔn)備濕巾,在客人詢(xún)問(wèn)之后才拿出。
*紛發(fā)餐具時(shí)將裝有餐具的箱子擱置在椅子上。
*餐間不換餐碟。*客人正在用餐時(shí),就送上水果。
*客人還在用餐時(shí),就開(kāi)始打掃衛(wèi)生。*客人還未用完餐時(shí),就把四周的燈全部關(guān)掉。
*不認(rèn)真打掃廚房的衛(wèi)生。*擦桌布太臟、太濕。
*廚房間的工作人員不帶帽子。*在客人用的衛(wèi)生間里談私事。
*服務(wù)員之間的大聲交談,嬉笑影響到客人用餐。*不認(rèn)真填寫(xiě)打掃衛(wèi)生間的時(shí)間表。
*移動(dòng)椅子時(shí)發(fā)出聲響。*走路拖沓,含胸駝背,并擦到角落的樹(shù)葉。
*不使用標(biāo)準(zhǔn)普通話(huà)。*說(shuō)話(huà)時(shí)吐字不清楚,語(yǔ)速快。
*對(duì)客人無(wú)稱(chēng)呼,小動(dòng)作多,與邊上的其他工作人員聊天,自始自終不抬頭看客人。
*結(jié)帳時(shí)找不到服務(wù)員。*不主動(dòng)送客人出餐廳。
*缺乏與客人語(yǔ)言交流,沒(méi)有友好的道別。
四、服務(wù)禮儀、行為語(yǔ)言規(guī)范
1.服務(wù)禮儀理論一:
3A規(guī)則:◎接受對(duì)方◎重視對(duì)方◎贊美對(duì)方
2.服務(wù)禮儀理論二:至關(guān)重要的首輪效應(yīng)
第一眼印象=第一印象=首輪效應(yīng)
30秒決定顧客對(duì)你的印象!!
如何留下最佳的第一印象
◎儀容整潔◎儀態(tài)大方◎姿勢(shì)端正◎服飾清潔◎態(tài)度端正
◎表情柔和◎正視對(duì)方◎笑容可掬◎輕聲細(xì)語(yǔ)◎動(dòng)作輕盈
3.服務(wù)禮儀理論三:余味無(wú)窮的末輪效應(yīng)
末輪效應(yīng):服務(wù)人員留給客戶(hù)的最后印象
對(duì)待顧客始終如一
服務(wù)禮儀理論四:零度干擾
◎?yàn)榭蛻?hù)提供舒適的環(huán)境◎不干擾客戶(hù)◎不敗壞客戶(hù)的心境
◎控制噪音(背景音樂(lè),說(shuō)話(huà)聲音,動(dòng)作等)◎注重環(huán)境衛(wèi)生
五、服務(wù)禮儀的應(yīng)用
1.語(yǔ)言禮儀
◎規(guī)范用語(yǔ)◎問(wèn)候語(yǔ)◎請(qǐng)托語(yǔ)◎致謝語(yǔ)
◎征詢(xún)語(yǔ)◎應(yīng)答語(yǔ)◎贊賞語(yǔ)◎推托語(yǔ)
2.表情禮儀
(一)面部表情眼神的運(yùn)用
◎注視的部位◎注視的角度◎注視的技巧
(二)面部表情微笑
◎笑的種類(lèi)◎微笑的要領(lǐng)◎笑容是提升好感度的捷徑
◎沒(méi)有笑容就沒(méi)有好的人際關(guān)系
◎笑容是服務(wù)人員的第一項(xiàng)工作帶著笑容出現(xiàn)在顧客面前
3.舉止禮儀
(一)良好的站姿
◎頭正◎肩平◎臀垂◎軀挺◎腿并
(二)正確的行姿
◎頭正肩平◎雙目平視◎方向明確◎步幅適度
◎收腹挺胸◎速度均勻◎重心平穩(wěn)◎協(xié)調(diào)平衡
(三)迎接客戶(hù)禮儀
(四)禮儀地指引方向
(五)引導(dǎo)客人的禮儀同引導(dǎo)方式
(六)禮儀引導(dǎo)客人上下臺(tái)階
(七)禮儀點(diǎn)菜,送菜,收菜
(八)禮儀結(jié)帳,送客
接待顧客=心(意愿)×技(言詞)×體(態(tài)度)
篇3:酒店基本服務(wù)英語(yǔ)知識(shí)點(diǎn)
服務(wù)英語(yǔ)基本句型
1.當(dāng)自己想做什么時(shí)用“MayI--------?”
(1).MayIhaveyourname,please?(2).MayIhaveyourcheck-outtime,please?
(3).MayIseeyourpassport,please?(4).MayIknowyournationality,please?
(5).MayItakeyourorder,please?(6).MayIhaveyourbill,please?
(7).MayIcleantheroom,please?(8).Housekeeping.MayIcomein?
2.在要求客人做什么時(shí)用“Couldyou---------”
(1).Couldyoufillouttheform,please?(2).Couldyouwriteyournamedown,please?
(3).Couldyouholdtheline,please?(4).Couldyoudraftthetelegram,please?
(5).Couldyoutellmetheaddress,please?(6).Couldyouwaitamoment,please?
3.在問(wèn)客人要求與否或愿望時(shí)用“Wouldyou--------”
(1).Wouldyouliketeaorcoffee?(2).Wouldyouliketotakeata*i?
(3).Wouldyoumindwaiting?(4).WouldyoumindifIopenthecurtains?
4.當(dāng)向客人征求意見(jiàn)要不要做什么時(shí)用“ShallI---------”
(1).ShallIdrawthecurtains?(2).ShallIcallthebellhop?
(3).ShallIdrawyouamap?(4).ShallImakethereservationforyou?
5.疑問(wèn)詞后接“Wouldyou---”的語(yǔ)句,均是詢(xún)問(wèn)客人愿望的表達(dá)形式.
(1).WhenwouldyouliketovisittheWindowoftheWorld?
(2).Wherewouldyouliketohavelunch?(3).Whattimewouldyouliketoeat?
(4).Whowouldyouliketocontact?(5).WhywouldyouliketovisitChina?
(6).Whichkindofroomwouldyouprefer?(7).Whichmuseumwouldyouliketovisit?
(8).Howwouldyouliketosettleyourbill?(9).Howmuchwouldyouliketospend?
(10).Howlongwouldyouliketostay?(11).howmanyticketswouldyouliketobuy?
(12).Howmanyroomswouldyouliketoreserve?
日常服務(wù)用語(yǔ).
1.迎客.(1)Howdoyoudo?/Howareyou?(2).Welcometoourhotel.
(3).MayIhelpyou?/WhatcanIdoforyou?(4)I’mgladofyourvisit.
(5).Howmanypersons,please?(6).I’mpleasure/glad/pleasanttomeetyou.
(7).Howhaveyoubeenlately?(8).Goodmorning/afternoon/evening/night!
2.受助答謝.(1).Thankyouforhelping!(2).Thankyouforyouradvice/information!
(3).Thankyou!/Thanksalot!/Manythanks!(4).It’sverykind/niceofyou!
3.致謝回應(yīng).(1).Youarewelcome.(2).I’mgladtoserveyou!
(3).Mypleasure!/It’smypleasure!(4).Don’tmentionit./Nevermind./Notatall.
(5).It’snothing./Itdoesn’tmatter.(6).Thankyouforyourencouragement.
4.麻煩別人致歉.(1).I’msorrytokeepyouwaitingsolong!
(2).I’msorrytodisturbyou!(3).I’msorry,It’smyfault./Iapologizeforthis.
(4).Pardonme?/Ibegyourpardon?(5).Iwouldliketoapologizeforthemistke.
(6).I’mverysorryforthedelay.(7).I’mverysorryfortheinconvenient/mistake.
(8).I’mverysorrytohearthat.(9).I’mafraidIcouldn’thelpyou./Waitamoment.
(10)Couldyourepeatthat,please?(11).I’mverysorryforthat.(12).Justaminute.
(13).Couldyouspeakmoreslowly,please?(14).I’mawfullysorry,Ireallydon’tknow.
5.客離歡送.(1).Goodbye.Welcomeagain./Welcometovisitnexttime.
(2).Thankyouforyourcoming/visit.(3).Wishyouapleasantjourney!
(4).Hopetoseeyouagainsoon!(5).Haveanice/goodday!
(6).Pleaseenjoyyourstaying/dining!(7).Thankyouforstayingwithus.
(8).I’msohappytobewithyou./Goodluck!(9).Haveagoodtrip!
6.節(jié)日祝賀(1).HappyNewYear!(2).HappyBirthday!
(3).MerryChristmas!/Congratulation!(4).HappySpringFestival!
7.其他.(1).Areyouallright?(2).What’syourtrouble?(3).What’swrongwithyou?
(4).What’sthematterwithyou?(5).How’syourfamily?(6).Godblessyou!
(7).Remembermekindlytoyourwife.代我問(wèn)候尊夫人.
(8).Pleasegivemyregardstoyourhusband.代我問(wèn)候您的丈夫.
(9).Givemylovetoyourchildren.代我問(wèn)候您的孩子們.
(10).Solong!后會(huì)有期.(11).Happylanding!旅途愉快!(送機(jī)時(shí)用.)
(12).Bon-Voyage!一路順風(fēng)!(送船時(shí)用.)(13).Ihavetosaygood-bye!
(14).Mustyougonow?(15).youareveryhelpful.您真是好幫手.
(16).Idon’tknowhowtorepayyou.我不知如何報(bào)答您.(17).Delaynomore!
(18).Pleaseforgiveme.(19).I’mtoblame.(20).Ishouldberesponsible.我應(yīng)負(fù)責(zé)任.
(21).Takeheart.放心吧.(22).Don’ttakeittoohard.不要耿耿于懷/要看開(kāi)些.(23).Cheerup.開(kāi)心些吧./振作起來(lái).(24).Don’tloseheart.不要灰心.
(25).Oh,whatapity!(26).Ifeelverysorryforyou!(27).Isympathywithyou.
(28).Youcantryagain.(29).Myverybestwishestoyoursuccess.
(30).ForGod’ssake,please.看老天爺?shù)姆萆习?(31).Besuretoletmeknow
簡(jiǎn)化問(wèn)句.(1).Fromwhen?何時(shí)開(kāi)始?(2).Tillwhen?要何時(shí)止?
(3).Sincewhen?從何時(shí)起?(4)Whynot?為什么不可以?
(5).Whatthen?之后有什么?(6).Sowhat?那又怎么樣?
(7).Whatnext?跟著還有什么?(8).Whatelse?還有其他的嗎?
(9).Oh!Whatamess!噢!真是一團(tuán)糟!(10).Whyme?為什要我?
(11).Whataboutyou?你又如何呀?(12).Whatfor?做什么的?
(13).Whereto?去哪里?(14).Meaningwhat?什么意思?
(15).Have/DidI?我嗎?
表示情感.(1)Leavemealong.讓我單獨(dú)一個(gè)人吧!
(2).真是有趣!Howinteresting!(3).我的天!Dearme!
(4).我是開(kāi)玩笑的.I’mkidding.(5).我請(qǐng)客.Bemyguest.
(6).拿定主意.Makeupyourmind.(7).張先生在嗎?IsMr.Zhangin?
(8).請(qǐng)問(wèn)王小姐在嗎?MayIspeaktoMisswang,please?
(9).很久沒(méi)見(jiàn)您了.Ihaven’tseenyouforages.(10).要命!JustChrist!
(11).這很難說(shuō),It’sdifficulttosay.(12).讓我想想看.Letmesee.
(13).但原如此.Ihopeso.(14).我想是的.Ithinkso.
(15).怎么會(huì)這樣?Howcome?(16).哦,我不確定.Well,I’mnotsure,
(17).樂(lè)意接受.Withpleasure.(18).榮幸之至.It’smyhonour.
(19).對(duì)極了!Youcansayitagain.(20).好主意!Goodidea.
(21).一言為定!That’sadeal.(22).我也一樣.SodoI.
(23).就這些.That’sall.(24).阿彌陀佛!Goodgracious!?