What is the hotel slang five tones and six tones?

What are the five tones in hotel lingo?

One language is beautiful

⒈Basic requirements for politeness: ①Speak respectfully and have a calm attitude; ②Speak elegantly , concise and clear; ③ Speak with tact and enthusiasm; ④ When speaking, you must pay attention to the art of language, and strive to have beautiful language, tactful and melodious; ⑤ When speaking to guests, pay attention to your manners and expressions.

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 ??foul language; no swear words; no sarcastic remarks; 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 expressions': greetings, solicitations, apologies, thanks, honorifics, and farewells.

'Eleven words of politeness': please, you, hello, thank you, sorry, goodbye.

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

3. 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 just the opposite. benefit.

4. Basic terms

1) Basic service terms

①'Welcome', 'Welcome', 'Hello', used when guests arrive Used by greeters in restaurants.

②'Thank you' and 'Thank you' are used with a positive attitude when guests bring convenience to the waiter's work.

③'Please wait a moment' or 'Please wait a moment' is used when the customer cannot be served immediately and is said in an apologetic and 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 express apologies to the waiting guests with enthusiasm.

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

⑦'Goodbye', 'Please take your time', 'Welcome to visit next time' are used to say warmly and sincerely when guests leave.

2) Daily service terms

①When a guest enters the restaurant

--Good morning, sir (miss), how many of you are there?

--Please go this way.

--Please follow me.

--Please take a seat.

--Please wait a moment, I will arrange it for you right away.

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

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

--Sir (Miss), do you like sitting here?

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

--Excuse me, are there any vacancies here?

--Excuse me, can I use this chair?

② When ordering for guests

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

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

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

--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 fruit salad?

--Excuse me, what else do you need? We have fresh and delicious cold dishes here.

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

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

--Okay, I will contact the chef and I will make you satisfied.

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

--Are you in a hurry? Then I recommend these fast food for you.

③ When 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 the dish you ordered.

④ When 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.

⑤ Check out and send guests off after the meal

--Your bill, sir.

--Sorry, please pay in cash.

--Please pay XX yuan, thank you.

--Sir (Miss), here 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.

The following points should be noted in polite service terms when serving guests:

(1) When talking to more than three people, use a language that is understood by each other;

(2) It is not allowed to imitate other people’s language, tone and conversation;

(3) It is not allowed to gather in groups to chat, talk loudly, laugh loudly, or make loud noises;

(5) It is not allowed Conflict, sarcastic, and sarcastic guests under any pretext;

(6) Do not tell excessive jokes;

(7) Do not use foul language, contemptuous and insulting language;

(8) Do not debate loudly, quarrel loudly, or talk loudly;

(9) Do not speak language that damages the image of the hotel.

Language should be artistic and adaptable

We often encounter some tensions or embarrassing scenes in service. At this time, we should adapt to the situation and use clever language to compliment and alleviate it. Tension.

Case 1:

At 2:23 pm on February 15th, there was a guest waiting for someone at the lobby bar of (Mr. Hu) Guangzhou Tower, but the guest was delayed in coming. Although the environment in the lobby bar is elegant and warm, Mr. Hu is a little restless. After all, the success or failure of this business is related to the rise and fall of the company.

Sir, would you please put your feet down? When the waiter Xiaolin added boiling water and reminded softly. Only then did Mr. Hu realize that he had inadvertently put his feet on the chair opposite and rocked, attracting the attention of other guests. The impatience of waiting had already made Mr. Hu extremely irritable. Without thinking, he stared at the waiter with resentment and said word by word: "I won't let go, what can you do to me?"

There was a moment of silence, and the waiter smiled: "Mr. , you are so humorous, asking me such a question.

I think you are very qualified. "After saying that, she turned around and left with a smile on her face, and never looked back. Later, when Mr. Hu bent down to borrow the ashes of his cigarette, he put his feet down.

From the above case, we can see that the waiter's Li first relieved the tense atmosphere with just the right compliments, and then left in time to give the guests a step down, so that the guests who were trying to show off their temper calmed down and felt embarrassed to do so again, and finally put their feet down. Art and adaptability not only maintain the hotel's lobby image and service image, but also save face for guests. How important language art and adaptability are in hotel services

Language communication

As service staff, we face every different customer every day, with different personalities, moods, and expectations. Therefore, we must not only have personalized expression and communication, but also must master many interesting things. To serve guests with unique expressions and skills. At the same time, as waiters, we also need to understand the guests' preferences through communication and communication. The communication methods for hotel service mainly include audio, written, silent and other communication methods.

1. Sound language communication

(1) Words, when communicating in words, in the same sentence, if you use this tone or another way of expression, you can achieve Different effects. There are quite a lot of terms in hotel service interactions. We should pay attention to the use of polite language.

(2) We should pay attention to the tone and tone in the process of serving guests. The tone and tone of our speech should be elegant, friendly, and the tone should not be too high or low, so that we can better serve the guests.

Written language communication. Verbal communication is also common in the service industry. We often use written language communication to understand whether guests are satisfied with our services. At the same time, we can also use written language communication to promote the hotel's culture and characteristics.

3. Silent language. Communication

In hotel service interactions, we not only rely on vocal language communication and written language communication to convey the thoughts and feelings to be expressed, but also need to combine silent language communication (expressions, gestures). To serve our guests, we can do our best and make our guests satisfied with our service.

(1) Emoticon is a form of facial expression communication, but it is a silent language. It is more colorful and expressive than audio communication, and plays an important role in conveying information. For example, when serving guests, we must pay attention to our expressions and smile

(2) Gestures. Use appropriate gestures when speaking and talking. Adding contagious and persuasive gestures can enhance the atmosphere, attract the listener's attention, and convey the words. Sometimes, gestures can also reflect people's inner thoughts and attitudes towards others, and their enthusiasm and reluctance can be clearly reflected in their gestures. In the service industry, sometimes silent verbal communication can also play a role of "silent is better than sound".

But when we serve our guests, we must serve our guests with a communication method that combines contagious and persuasive gestures and expressions (smiles) with spoken language communication. This will enable us to better serve every guest. Thereby improving our service quality and reputation.

Every service staff should master polite and standardized service terms. Polite and standard service terms are very important in hotels. It is the core of hotel service quality and an important factor for the hotel to win customers.

Paul Fussell, a well-known American professor, once said: "Language can best express a person. When you open your mouth, I can understand you." "How a person speaks and what he says, of course It shows his taste without exception."

The biggest negative consequence of using service taboos is that they often hurt others. This kind of harm is mutual. While it hurts the client, it also causes harm to one's own image.

There are mainly four categories: 1. Disrespectful words

When speaking to elderly service recipients, you must not say "old guy", "old thing", "old waste" or "old useless" ". Even if the person mentioned is not necessarily the other party, the other party will definitely be very disgusted. As for calling the elderly with titles such as "old man" and "old woman", it is also inappropriate.

When talking to patients, try not to mention words such as "sick ghost", "sick number", and "sick young man". There is no special reason, and don’t mention whether your health is good or bad. It should be understood that the vast majority of patients "keep their illnesses under wraps".

Never use the word "disabled" when dealing with people with disabilities. Some disrespectful terms for people with disabilities, such as "idiot", "idiot", "dwarf", "blind man" When meeting people with less than ideal figures, you should not speak out about the things you are most dissatisfied with about yourself, such as the "fatness" of your partner or the "shortness" of a short person.

2. Unfriendly words: Under no circumstances are service staff allowed to use unfriendly or even hostile language towards service recipients only if they misplace their actual position or do not intend to do so. Only people who are good at service will do that.

When the service recipient asks the service staff to provide services, the latter must not ask the former in a contemptuous tone: "Can you afford it?" Is this something people like you use?"

When the service recipient expresses that he or she does not like the products or services recommended by the service staff, or after some selection, he or she feels that they are not satisfied and is ready to turn around. When leaving, the latter whispered behind the former: "Why are you here if you don't have money?" "Why are you pretending to be rich?" Some service staff even contradict each other, saying: "Who are you afraid of? I don't want to serve someone like you", "Who do you think you are", "Look at your virtue", "I am "This attitude", "I can sue wherever I want", "I will stick with you to the end", etc.

3. Impatient words

Service staff should be required to do so at work. To do your job well and improve your service quality, you must show due enthusiasm and sufficient patience when receiving service recipients. If the result is not very satisfactory, no matter what your original intention is, you are not allowed to give the other party "an answer." I don’t know either,” and “I’ve never heard of it.”

When the service recipient asks about the specific service price, you cannot tell the other party: “Isn’t it written on it?” “Stare. You can see with your own eyes!" "Don't you have eyes?"

When the client requests services or help, you cannot tell the client: "What's the hurry?" "Find someone else", " Why are you joining in the fun?", "It's not my business there", "Just wait patiently", "Why are you so noisy?", or saying to yourself, "I'm so tired", "I'm so annoying".

4 .Poor words

There are many polite words that service staff must say at work, but rude words must not be used to discourage them.

When the client is asked not to mess around, you cannot say anything like: "Be honest", "What are you messing around with", "You will be responsible for the damage if it is damaged"

When the client needs to pay. When you have change, or there is no change, it is extremely inappropriate to directly ask the other person to "bring you the change", or to tell the other person "there is no change"

Instructions

Avoid. Imperative.

For example, if the guest is not in a hurry and walks into the kitchen to order the dishes, if you use the commanding tone: Sir, please go out, the kitchen is not allowed in! Such a commanding tone will make the guest feel embarrassed and unhappy. If you say: Sir, do you have anything to do? I'll help you. Just sit down and I'll come later. The effect may be much better. At the same time, your tone should be magnetic, your eyes should be soft or accompanied by gestures, which will make you more approachable.

Words of thanks

Use words of thanks when guests praise, help, or make suggestions. And be clear and straightforward. Dining guests sometimes have opinions about some dishes and services that may not be correct. At this time, some waiters like to argue. This is wrong. The correct approach is to answer regardless of whether the question is correct or not: Okay, thank you for your kindness. Or: Thank you for reminding. A customer in a restaurant was dining Inadvertently dropped the chopsticks on the ground. This customer was not very particular. He picked up the chopsticks and wiped them twice before preparing to use them. At this time, the waitress on duty had quick hands and eyes. She immediately handed over clean chopsticks and said: I'm sorry, please use this pair. Thank you for your cooperation! The guest was very touched. Before leaving, he went to the lobby manager to praise the waiter and said, "Your lady responded quickly, helped me and thanked me. She is really well-trained. I hope the restaurant will reward her."

Reminder of apology words

This is an important part of service language. If used well, guests will feel respected at any time during the meal and have a good impression of the restaurant. At the same time, reminder of apology words is also necessary The lack of this procedure will often cause service problems. To deal with this type of language, the following points are required: treat the reminder and apology as a mantra and a necessary procedure, and be sincere and proactive. Let’s give an example: Everyone As we all know, the tripe will mature after being shaken quickly in the boiling soup for seven or eight times. After being boiled for a long time, it will become tough and difficult to chew. Once, a customer in a hot pot restaurant was rinsing the tripe. At this time, the waiter did not say hello and mentioned the tripe. I put the soup pot into the pot and added soup. After the soup was added, the temperature dropped, and the hairy tripe naturally could not reach the desired temperature. The angry guest puffed his beard and stared at him and said: "Why didn't you say hello? Didn't you see that I was ironing the hairy tripe?" ? The author has had the same experience: My in-laws are very good at drinking liquor. When they came to Chengdu from Anhui, I always treated them with a big glass of good wine. One time, I accompanied my in-laws to a famous restaurant for dinner, because Most of us don't drink, so we ordered chrysanthemum tea, and specially ordered a bottle of Wuliangye for my in-laws. Since the wine glass in the restaurant was too small, it couldn't catch up with my in-laws' mouth, so I poured out the chrysanthemum tea in front of my in-laws and poured it for him. It was full of wine, but she only drank half of it. When the waiter came to pour tea, she quickly poured the tea into her in-laws' wine glass without saying hello. The service was fast, but Wuliangye was ruined. If she had been in advance If you remind and ask, this situation will not happen. The correct way is to first say "Sorry to bother you! Here you go... Okay? Of course, you don't have to say "Sorry" to every guest on the table. But when serving the guest of honor or the first guest, you must use an apology. In the future, you can use gestures to serve the guests in sequence.

Farewell words

The voice should be loud and lingering. , with a nod or bow.

In short, the language and ceremony of saying goodbye to guests cannot be turned into a formula that lacks emotion. The words of farewell should be lingering in the ears and leave good memories for the guests. For example: Goodbye, sir, have a safe journey. I hope to see you in the restaurant. .Good luck, sir.

Sales Speech

Sales Speech is an art. Properly used, it can effectively promote customer consumption. This requires long-term study and continuous thinking by the restaurant waiters. First of all, use more selective questions and less use of special questions. There is a great risk in using special questions, and there is at least a 50% chance of being rejected. For example, the waiter asks "Do you want rice?" "Do you want more food?" "Do you want liquor?" The inquiry is very bad. As long as one customer says "I won't drink today!" the sales will fail. If you use selected questions, the effect may be very different. For example, if a table of guests comes, there are gentlemen, ladies, and children. You can start with the children. Start by asking, "Can the kids have some Sprite or Coke?" Maybe the kids will make a choice without the adults being prepared. The adults will accommodate the kids, and after the kids' drinks are confirmed, they can then turn to the lady, "Would you please give me some Red Bull?" , ginkgo porridge or yogurt? These are very fashionable nutritional drinks, all of which have good beauty and health care effects." The lady is probably happy to choose one. Both the child and the wife have chosen it, and the husband and his friends are bold. , so he turned to the man and asked: "Sir, would you like some white wine or beer?" But it is also fashionable to drink red wine now." The type of wine has been determined, and then you can continue to choose the question sentence to determine the specific brand. This kind of salesmanship has a better chance of success. It can improve a lot. Secondly, guide customers’ single request to diversified choices. Many customers order dishes according to their own habits and familiarity. In fact, they don’t understand the restaurant’s specialties and new dishes. If the waiter simply says no, the guest will be disappointed and lose the desire to consume. At this time, the waiter should seize the opportunity to introduce related dishes or special dishes to guide the diversified needs, so that there will be comparison Good effect. For example, a customer ordered eight-treasure porridge. Although it was no longer available in the restaurant, the waiter still said: "Okay! But today's eight-treasure porridge has been sold out. There are also watermelon porridge, polenta, black rice porridge and preserved eggs." The lean meat porridge is very flavorful, how about a different taste?" So the guest happily ordered the polenta porridge. Again, use jingles, limericks or allusions to introduce the dishes in depth and detail. For example, one of the signature dishes of "Ba Guo Yi" After a mouthful of water chicken, the customer didn't know what it tasted like. The waiter immediately said that this is the most famous special dish in Eastern Sichuan, and introduced it with a jingle compiled by the author: water chicken, water chicken, my sister is good at cooking. Spicy Sweet, sour, fresh and fragrant, Sichuan cuisine is like a show. "When the customer is happy, they may order this dish immediately. The author once used the form of jingle to write ordering guides for many restaurants. The waiters can use it flexibly after they have memorized it. For promoting dishes, it not only increases the waiter's self-confidence, but also adds interest and credibility to the promotion. Hope it's useful to you. What does the hotel lingo Wu Dao Liu Sheng mean?

⒈Basic requirements for politeness: ①Speak respectfully and have a steady attitude; ②Speak elegantly, concisely, and clearly; ③Speak tactfully and enthusiastically; ④When speaking, you must pay attention to the art of language, and strive to be beautiful, tactful, and pleasant to the ear; 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 ??foul language; no swear words; no sarcasm; no words unrelated to service.

'Five Tones': There is a sound to greet 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 expressions': greetings, solicitations, apologies, thanks, honorifics, and farewells.

'Eleven words of politeness': please, you, hello, thank you, sorry, goodbye.

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

3. 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 just the opposite. benefit.

The basic definition of a hotel (also known as a hotel, a hotel, a hotel, a hostel, a business trip, a guesthouse, an inn, a hotel in Taiwan, a hotel in Hong Kong, Macao, Malaysia, Singapore, etc.) is to provide safety and comfort, making guests feel comfortable and safe. A commercial establishment where users get a short-term rest or sleeping space. Generally speaking, it is to provide guests with a place to stay and eat. Specifically, a hotel is an organization that uses its building as a voucher to provide services to guests by selling guest rooms, catering and comprehensive service facilities, thereby obtaining economic benefits. The hotel mainly provides tourists with accommodation services, life services and facilities (before bed service), catering, games, entertainment, shopping, business center, banquets and conference facilities.

China leads the rapid development of the tourism and hotel industries in Asia, and business and leisure revenue growth is strong. Compared with first-tier cities, hotel room prices in China's second- and third-tier cities have increased significantly. As new hotels continue to open in second- and third-tier cities and *** invest in the construction of new transportation facilities, this will further promote the steady growth of hotel room prices in China. Chinese and foreign hotel brands continue to expand their business footprint, and the balance between hotel supply and demand will be an issue of great concern in the future. The proportions of various types of global hotel chains are: luxury 5, high-end 30, mid-range 37, economy 20, and practical 8. However, economical and practical hotels account for only 28%, showing great potential for development. As of 2012, there were nearly 3.3 million accommodation and catering companies in the country, with annual operating income exceeding 2 trillion, accounting for about 5% of the GDP that year. In 2011, the national catering revenue was 2.0543 billion yuan, a year-on-year increase of 16.9%, with more than 22 million employees. In the accommodation industry, there are more than 280,000 accommodation companies nationwide, of which 16,000 are above designated size in the national accommodation industry, a year-on-year increase of 8.4%; operating income is 218.4 billion yuan, a year-on-year increase of 23.3%; operating profit is 160.3 billion yuan, a year-on-year increase of 22%. The growth rate of the industry has slowed down, indicating that the era of high profits in the past few years has passed and has entered the era of low profits. What are the six crows of a rooster when burying your mother?

The crow of a rooster not only represents the dawn and reminds people in the world of the world, but also reminds people in the underworld. Therefore, chickens are generally used to lead the way. When your mother is buried, the rooster crows. Calling six times means that someone is guiding the way, and more than one person is coming to pick her up. What is the zodiac sign of clicking the chess piece four or six times?

Rabbit (tiger in front, dragon behind) What are the "six calls" in KTV polite language? ”

I’ve been thinking about it for a long time. When guests arrive, they greet each other with questions and answers. The one in the middle forgets what to say. Anyway, it’s just an apology for not taking good care of them. When guests sit down, they greet each other. When guests leave, they greet each other. There are no 6 tones in the "send" sound, but there are five tones. What are the four tones and five tones in the hotel?

The four tones and five tones in the hotel

The five tones: greeting, salutation, apology, thank you, Farewell sounds

Eliminate four languages: negative language, irritating language, contemptuous language, and vindictive language. What are the five tones in hotel management?

There are greetings when guests arrive, hellos when meeting guests, farewells when guests leave, thanks when assistance is received, and apologies when guests are troubled. What does terry mean in hotel terms

English [?teri] American [?t?ri]

n.

Towel cloth; (used to make towels ) Terry cotton fabric What does the hotel term "high balance" mean?

High Balance can be understood as the hotel's management program. The high balance report is to strengthen the daily inspection of guest deposits and credit card authorizations.

If the guest's consumption exceeds the deposit amount authorized by his cash or credit card, he is considered a high balance tenant and must contact the guest immediately to pay the deposit.

English Talent Group What does DOR mean in hotel terms?

Is it the director of room? I guess it’s this one, customer service director