Polite expressions in hotels

1. Basic requirements of politeness: ① Speak respectfully and have a steady attitude; ② Speak politely, concisely and clearly; 3 talk.

Be euphemistic and enthusiastic;

④ Pay attention to the art of language when speaking,

Strive for beautiful language,

Melodious;

⑤ Pay attention to lifting your feet when talking with guests.

Stop looking.

2

、

'

Sanqing

'

: Walk lightly, talk lightly and operate lightly.

'

Three don't care.

'

Never mind the unattractive language of the guests; Regardless of the impatient attitude of the guests; Never mind the unreasonable demands of individual guests.

Beg.

'

Qin Si

'

: oral diligence, eye diligence, leg diligence, hand diligence (brain diligence)

'

Four people don't talk.

'

: don't swear; Do not swear; Don't speak sarcastically; No service.

'

Five tones

'

Welcome guests,

Guests ask and answer:

Apologize for work mistakes,

Thank you for your help,

There will be a noise when the guests leave.

'

Six polite expressions

'

Greetings, entreaties, apologies, thanks, honorifics and farewell.

'

Eleven polite expressions

'

Please, hello, thank you, sorry, goodbye.

'

Four major service taboos

'

: contempt, denial, contradiction, irritability.

three

, honorific service

Basic requirements:

① The language intonation is pleasant and clear;

② The language content is accurate and substantial;

3 sincere and cordial tone;

(4) speak ordinary.

Words; ⑤ The language expression is just right.

First, everyday polite expressions

1

, greetings. Requirements: Speak kindly, politely, greet warmly and speak naturally.

(1) Hello!

⑾ Please give us your advice.

(

2 1

) Good night.

Good morning!

⑿ ask for advice.

(

22

) goodbye.

Good morning.

[13] It doesn't matter.

(

23

) You are welcome to come again.

(4) please.

[14] Sorry.

5] Excuse me.

⒂ It doesn't matter.

Please sit down.

You're welcome.

A moment, please.

⒄, what's your name?

Please forgive me.

⒅ Sorry to bother you.

Please go.

Thank you.

Please take care of me.

Good evening.

2

, address terms. Requirements: Smile, be kind and generous, and make guests feel at home.

(

24

) comrade.

(

29

) manager.

(

25

) sir.

(

30

) minister.

(

26

) madam.

(

3 1

) director.

(

27

) madam.

(

32

) director.

(

28

) Miss.

(

33

) section chief.

three

Seek answers. Requirements: warm and polite, serious and responsible, all ears, to solve customers' difficulties.

(

34

) What can I do for you?

(

35

what can I do for you?

(

36

) Do you have anything else to do?

(

37

) Does this bother you?

(

38

) Do you need XXX?

(

39

Do you like XXX?

(

40

) Can you ××?

(

4 1

) Please speak slowly.

(

Forty two.

Would you please repeat that?

(

43

) ok.

2

(

Forty-four

) yes.

(

45

) I see.

(

46

) This is what I should do.

(

47

) I'll do it right away.

(

48

No, it's no trouble at all.

(

Forty nine

) Thank you very much!

(

50

Thank you for your kindness.

four

Apologize Requirements: sincere attitude, gentle language, open-minded listening and understanding.

(

5 1

) I'm very sorry.

(

Fifty two

) This is my fault.

(

53

) Sorry to bother you.

(

54

) I am careless in my work and must correct it.

(

55

This is a complete mistake in my work.

(

Fifty-six

I'm sorry to bother you.

(

57

) I'm very sorry, I made a mistake just now.

(

58

Please forgive what I said just now.

(

59

) I was wrong. I apologize.

(

60

Please forgive me for making you unhappy.

(

6 1

) I'm not sure. I will tell you when I ask.

(

62

Your suggestion is very good, and we will certainly adopt it and improve our work.

Second, the agreement terms of service

(

1

Welcome to XX Hotel.

(

2

) What can I do for you, Sir (Comrade)?

(

three

What's your name and company?

(

four

Please show me your identification.

(

five

Please register the visitor list.

(

six

Please contact me at the office.

(

seven

Please go through the formalities at the front desk.

(

eight

Mr XXX is not in. Would you please contact him and come again?

(

nine

) I will definitely give it to you.

(

10

Please walk slowly. Goodbye.

III. Terms and Conditions of Service of Front Desk

(

1

Welcome to XX Hotel.

(

2

Please show me your ID card.

(

three

How many days will you stay?

(

four

Please fill in the accommodation form.

(

five

Please pay a deposit of ×× yuan.

(

six

Here is your house card and receipt. Please keep it.

(

seven

Please deposit your valuables in the safe at the front desk.

(

eight

This is your luggage, three pieces.

(

nine

If you have anything, please contact the front desk and we will try our best to help you solve it.

(

10

Let me help you with your luggage.

(

1 1

Please go to the south reception hall.

(

12

Please go upstairs.

13

Please take the elevator. )

Hope to adopt! ! ! Thank you! !