What Mandarin words are commonly spoken by hotel employees?

⒈Basic requirements for politeness: ① Speak with respect and a steady attitude; ② Speak in an elegant, concise and clear manner; ③ Speak in a tactful and enthusiastic manner; ④ When speaking, you must pay attention to the art of language, and strive to have beautiful, tactful and pleasant language; ⑤ Pay attention to your behavior and expression when speaking to guests. 2. "Three Lightnesses": Walk lightly, speak lightly, and operate lightly.

"Three don't cares": don't care about the guests' unkind words; don't care about the guests' impatient attitude; don't care about the unreasonable demands of individual guests.

"Four Diligences": Diligence with the mouth, diligence with the eyes, diligence with the legs, and diligence with the hands (diligence with the brain).

"Four Don'ts": No swear words; no swear words; no sarcastic words; no words unrelated to service.

"Five Tones": There is a sound to welcome guests when they come, a sound to answer questions, a sound to apologize for work mistakes, a sound to express thanks for help, and a sound to greet guests when they leave.

"Six polite terms": greeting terms, solicitation terms, apology terms, thank you terms, honorific terms, and farewell terms.

"Eleven words of civilized and polite expressions": please, you, hello, thank you, sorry, goodbye.

"Four taboo words in service": contemptuous words, negative words, contradictory words, and irritating words.

2. Honorific service

Basic requirements: ① The language intonation is pleasant and clear; ② The language content is accurate and substantial; ③ The tone is sincere and friendly; ④ Speak Mandarin well; ⑤ The language expression is exactly the opposite. benefit.

3. Basic terms

1) Basic service terms

①"Welcome", "Welcome" and "Hello" are used when guests arrive Used by greeters in restaurants.

② "Thank you" and "thank you" are used with a positive attitude when the guest brings convenience to the waiter's work.

③ "Please wait a moment" or "Please wait a moment" are used when guests cannot be served immediately and are said in a responsible manner.

④ "Please wait a moment" or "Please wait a moment" are used to apologize for disturbing or causing inconvenience to guests.

⑤ "I have kept you waiting for a long time", which is used to apologize to the waiting guests with enthusiasm.

⑥"I'm sorry" or "I'm really sorry" is used to say sincerely and politely for disturbing or causing inconvenience to guests.

⑦"Goodbye"," "Please take your time" and "Welcome to visit next time" are used to say with enthusiasm and sincerity when guests leave.

2) Daily service terms

① When guests enter the restaurant

--Good morning, sir (Miss).

--Please go this way

--Please follow. I'll come.

--Please take a seat.

--Please wait. I'll arrange it for you right away.

--Please wait a moment. The dining table will be ready (cleared) soon.

--Please take a look at the menu (please order cold dishes first)

--Sir (Miss), would you like to sit down? Here?

--Excuse me, can you share a table with that gentleman?

--Excuse me, is there any room here?

--Sorry, can I use a chair?

② When ordering for guests

--Excuse me, sir (Miss), can I order for you now?

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--What kind of drinks do you like? Our restaurant has...

--What kind of wine do you like to drink?

--Do you like...

--Are you interested in trying today's specials?

--Do you prefer tea or noodle soup?

--Do you like sweets? How about a plate of fruit salad?

--What else do you need?

--I'm sorry, this dish takes a while. Could you please wait a little longer?

--I'm so sorry, this dish has just been sold out.

--Okay, I'll contact the chef and I'll make sure you're satisfied.

--If you don't mind, I recommend you...

--You are in a hurry, right? Then I recommend these fast food for you.

③When serving food to guests

--Can I serve you hot food now?

--Sorry, please give way.

--I'm sorry to keep you waiting for so long. This dish is...

--I'm really sorry to have delayed you for a long time.

--Sorry, I got your dish wrong.

--I'm really sorry, we will do it again for you immediately (change a plate).

--Sir, this is what you ordered.

④When serving guests during the banquet

--Sir (Miss), your dishes are ready, please take your time.

--What other drinks do you need?

--Do you have enough food?

--I'm sorry, I'll ask you straight away and let you know.

--Sir, are you XX? Your phone number.

--Miss, I'm sorry to worry about you. Can I clear the desktop?

--Thank you for your cooperation.

--Thank you for your help.

⑤Check out and send guests off after the meal

--Your bill, sir.

--Sorry, please pay in cash.

--Please pay XX yuan, thank you.

--Sir (Miss), this is the change and invoice for you, please keep it, thank you.

--We hope you will give us your valuable feedback on the dishes here.

--Thank you very much for your opinion.

--Thank you very much for your enthusiastic advice.

--Thank you, welcome to come again.

--Goodbye and welcome to visit again.