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1、Courtesy Standards Generic Sentences in EnglishIIList of Contents目錄表 1ASKING GUESTS TO DO SOMETHING請(qǐng)求賓客做某事2GUEST OFFER SOMETHING OUT OF POLITENESS賓客出于客氣而贈(zèng)送某物時(shí)3POLITE DENIAL委婉的否認(rèn)4SHORT DELAYS (less than 5 minutes)短時(shí)延誤 （少于五分鐘） 5LONG DELAYS (more than 5 minutes)長時(shí)間延誤（超過五分鐘）6APOLOGIZING FOR AN INCONVENI
2、ENCE對(duì)所造成的不便致歉7ACCEPTING COMPLAINTS / CRITICISM接受投訴、批評(píng)8WHEN THE GUEST ASKS IF HE/SHE MAY TAKE SOMETHING賓客要求帶走某物時(shí)9WHEN THE GUEST APOLOGIZES BY SAYING “SORRY”當(dāng)賓客說“抱歉”、“對(duì)不起”時(shí)10 BREAKING AWAY FROM A CONVERSATION打斷客人 (中斷談話)11SUGGESTIVE SELLING推介式銷售ASKING GUESTS TO DO SOMETHING請(qǐng)求賓客做某事Excuse me, Sir/Madam,
3、could you please ( “sign”/ “wait” etc.) here?對(duì)不起，先生/小姐, 請(qǐng)您（“簽上名”或“稍候”）好嗎？Could I have (request), Sir/Madam?先生/小姐，我可以（某要求或做某事）嗎？May I ask you to (request), Sir/Madam?先生/小姐，可以麻煩您（做某事）嗎？Would you like to.?您是否愿意（可不可以）.呢?Excuse me, Sir/Madam, could you please follow me. 不好意思 ，先生/小姐, 請(qǐng)跟我來好嗎？Would you plea
4、se print/ spell your full name for me, Sir/Madam?先生/小姐, 能麻煩您將您的姓名用正楷寫出來嗎？Please mind the stairs!請(qǐng)小心樓梯！Remember:Be utmost humble and courteous when doing this.在要求或請(qǐng)求賓客做某事時(shí)，一定要盡可能謙恭、禮貌。GUEST OFFER SOMETHING OUT OF POLITENESS賓客出于客氣而贈(zèng)送某物時(shí)No, thank you. You are very kind.您真是太客氣了，心意領(lǐng)了就行了。Its very kind of
5、you but no, thank you.謝謝您，不必這么客氣送我禮物了。You are very kind, but I cannot accept.您真太客氣了，可我不能收（心意我領(lǐng)了就行了）。POLITE DENIAL委婉的否認(rèn)I am afraid not. Sorry, Sir/Madam.恐怕不是這樣吧（恐怕不行），真不好意思，先生/小姐。No, I am sorry.不是的（不可以的），我很抱歉。Im afraid not, unfortunately.很遺憾，我覺得不是這樣的（我看恐怕不行）。Not really.不會(huì)吧（不能吧）（好像不會(huì)吧）（不完全是這樣吧）（不太可能吧）
6、。No, Sir/Madam. It is not.不是，（某）先生（小姐），不是這樣的。SHORT DELAYS (less than 5 minutes)短時(shí)延誤 （少于五分鐘）Just a moment / one moment, please, Sir/Madam.請(qǐng)您稍候，先生/小姐。This may take a few minutes, Sir/Madam.可能會(huì)等（要花）幾分鐘，先生/小姐。Ill be with you in a moment, Sir/Madam.先生/小姐，我稍等一會(huì)兒就過來（就為您服務(wù)）。Sorry to keep you waiting, Sir/Ma
7、dam.很抱歉讓您等候， 先生/小姐。Im sorry about the delay.不好意思要請(qǐng)您耽待一下了。Remember:It is important that the guest does not feel they have been ignored. Always acknowledge the guest, even if you have to keep them waiting.重要的是，不要讓客人感到被忽視了。即使你必須要客人等候，也一定要知會(huì)客人。My apologies for the delay.讓您等候，我很抱歉。LONG DELAYS (more than
8、5 minutes)長時(shí)間延誤（超過五分鐘）Im sorry, Sir/Madam. This may take about . minutes. Is that all right?我很抱歉，先生/小姐?？赡軙?huì)等上 . 分鐘。您看行嗎？Im sorry for the delay, Sir/Madam. It will just be a few minutes longer. Will that be all right?對(duì)不起，先生/小姐，可能等候的時(shí)間會(huì)稍久一點(diǎn)，您看有問題嗎？Im terribly sorry for the inconvenience, Sir/Madam, but
9、 this may take a few minutes longer.真不好意思，先生/小姐，給您造成不便我深表歉意，可能需要再多等幾分鐘。Be SINCERE and show the guest you are concerned of the delay.要滿懷誠意，要讓客人感到你對(duì)延遲一事很在意。Ask for the guests approval so that they feel looked after.要征詢客人的意見，以使他們感到被關(guān)懷。APOLOGIZING FOR AN INCONVENIENCE對(duì)所造成的不便致歉Im very sorry, Sir/Madam. T
10、hank you for your co-operation / patience / understanding.我深表歉意，先生/小姐。多謝您的合作/耐心/體諒。Im terribly sorry we are not permitted to do this.十分遺憾我們不允許這樣做。Im terribly sorry. There could have been some mistake.我真是很抱歉，可能是什么環(huán)節(jié)出了差錯(cuò)。I do apologize.我誠心向您道歉。Im sorry, Sir/Madam. Ill look into the matter at once.對(duì)不起了
11、，先生/小姐。我這就去把事情弄清楚（我馬上去查一下）。Im afraid its against company policy to do this.很不好意思，這樣做會(huì)違反公司規(guī)定。ACCEPTING COMPLAINTS / CRITICISM接受投訴、批評(píng)Thank you for telling us, Sir/Madam. I assure you we shall do our best to ensure it will not happen again. Please accept our apology.謝謝您告訴我們，先生/小姐。我向您保證我們會(huì)盡全力不讓這種事情再發(fā)生。請(qǐng)
12、您接受我們的歉意。Please accept our apologies. I shall let the person in charge know.請(qǐng)接受我們的道歉。我會(huì)轉(zhuǎn)告有關(guān)負(fù)責(zé)人的。Im sorry for what happened. It must be very annoying.對(duì)于所發(fā)生的事我很抱歉。這種事肯定很讓人生氣。Im sorry to hear that. You must be very annoyed.聽到這種事我很抱歉。您一定很生氣。Listen attentively to guests complaints and take notes if neces
13、sary to show your sincerity.留意傾聽客人的投訴，必要時(shí)當(dāng)客人的面寫下來以示重視和誠意。Remember:Never say things like “ Its not my fault / I did not handle it / its not my department.”絕對(duì)不可以說類似于“這不是我的錯(cuò)”、“這不是我做的”、“我可沒做過這種事”、“這可不是我們部門的事”等等話。DO NOT ARGUE !千萬不要分辨！WHEN THE GUEST ASKS IF HE/SHE MAY TAKE SOMETHING賓客要求帶走某物時(shí)Certainly, Sir
14、/Madam, let me help you.可以的，（某）先生（小姐），請(qǐng)讓我?guī)湍茫ㄈ。?。Go ahead please, youre welcome.您請(qǐng)隨意。您的要求是我 們的榮 幸。Yes, sure, allow me.可以可以，讓我來吧。Guest often like to take menus, leaflets articles, etc. If you are not sure if they are permitted, check with your superior or manager.客人時(shí)常喜歡要走餐單、推廣小冊(cè)從等等。如果你不能確定某些東西是否可以給他們，
15、你應(yīng)該請(qǐng)示你的上司或經(jīng)理。WHEN THE GUEST APOLOGIZES BY SAYING “SORRY”當(dāng)賓客說“抱歉”、“對(duì)不起”時(shí)Thats all right. 沒關(guān)系。It doesnt matter. 沒問題。Its nothing serious. 不要緊。不用在意。Please do not worry about it, Sir/Madam. 先生/小姐，請(qǐng)不用太在意。But in case some valuable properties of the hotel is damaged, you should say: “ I am sorry of what hap
16、pened. But I am afraid I have to report this to my manager. Hope you understand that.”可是如果涉及到酒店的貴重物品被損壞時(shí)，你就是應(yīng)該說：我很遺憾發(fā)生這樣的事；不過，恐怕我得向經(jīng)理報(bào)告了。希望您能理解?！盉REAKING AWAY FROM A CONVERSATION打斷客人 (中斷談話)Excuse me, Sir/Madam, but Im being called.對(duì)不起（抱歉），先生/小姐，那邊叫我了。Excuse me for interrupting.不好意思，打斷一下。May I take u
17、p a few moments of your time?可以占用您一會(huì)兒時(shí)間嗎？May I speak to you for a moment, Sir/Madam.先生/小姐，我可以跟您談一下嗎？Will there be anything else, Sir/Madam?先生/小姐，還有別的什么需要我做的嗎（您還要點(diǎn)兒別的什么嗎）？Im sorry Im being called away. Have a pleasant day, Sir/Madam.真不好意思，我得去招呼那邊了。先生/小姐，祝您過得愉快！Remember:Excusing yourself shows courtes
18、y.請(qǐng)求對(duì)方原諒你打斷或中斷談話，是顯示你的禮貌。Courtesy is the nature of service !禮貌是服務(wù)的核心！SUGGESTIVE SELLING推介式銷售May I show you our (item/service), Sir/Madam?先生/小姐，可以請(qǐng)您看一下我們的（某項(xiàng)服務(wù)或某物）嗎？我能領(lǐng)您（給您）看一下我們的（某項(xiàng)服務(wù)或某物）嗎？Have you tried our . ?您有沒有試過我們的（某項(xiàng)服務(wù)或某物）呢？May I suggest you . ?我提一個(gè)建議好嗎？/我建議您享用（使用）我們的（某項(xiàng)服務(wù)或某物），您看行嗎？Would you like more . ?您需要再來點(diǎn)兒 . 嗎 ?
禮儀培訓(xùn) - II - 禮貌的句子
