问题描述：
比如欢迎光临、请慢走、欢迎下次光临什么的！越多越好！谢谢大家！
问题解答：
1 礼貌地与客人打招呼及称呼客人，表示你对他们的热情欢迎:
“早上好，小姐/先生。”“Good morning, madam/sir.”
“下午好，小姐/先生。”“Good afternoon, madam/sir.”
“晚上好，小姐/先生。”“Good evening, madam/sir.”
客人喜欢听你称呼他的姓氏，因此尽可能常用，如：“王先生，陈小姐，李太太”等。
“很高兴再次见到您（欢迎再次光临），王先生。”“Nice to see/ meet you again, Mr. Wang.”
或与客人互相寒暄：
“您今天好吗？”“How are you ( today)?”
“我很好，谢谢，你呢？”“I’m fine, thank you, and you?”
“很好，谢谢您？”“I’m very well, /I’m fine, too. Thank you.”
Useful Words and Expressions:
1) Sir
2) Madam
3) Miss
4) Ms
5) meet
6) Good morning/ afternoon/ evening!
7) Glad / Nice to …
8) How do you do? /How are you ?
2 主动向客人提供帮助:
“我可以帮您吗？”“May I help you?”/What can I do for you ?
尽量为客人多做一点：
“还有什么需要我帮您吗？”“Is there anything else I can do for you?”
Useful Words and Expressions:
1) May /Can I …?
2) If you need my help, just call me please.
3 记住一些能讨人喜欢的言词:
“谢谢。”“Thank you.”
“别客气。”“You are welcome.”
“对不起。”“I’m sorry.”
“没关系。”“That’s all right.”
“请。”“Please.”
Useful Words and Expressions:
1) welcome
2) That’s all right.
4 打扰客人之前，要提示客人：
“打扰了……”“Excuse me…”
这个情形可能包括诸如：打断客人谈话，为客人上菜时，进客房之前，请客人让路，你在服务时中途退场等。
5 向客人呈递某物时：
“这是您的……” “Here is / are your (key, newspaper, boiled water, breakfast, lunch ,supper…”) / “Here you are.”
6 要客人等待时，要先有交代:
“请稍等一会儿。”“Just a moment, please./Wait a minute, please.”
“我一会儿就来。”“I will be with you in a moment.”
再返回客人身边时，对久等的客人说抱歉：
“对不起，让您久等了。”“Sorry to have kept you waiting .”
Useful Words and Expressions:
1) moment
2) wait
3) I will be…
4) Sorry to…
7 听不明白客人说话时，不要臆想，你可以：
“请再说一遍好吗？”
“I am sorry, I don’t understand. Could you show me?”/“ I beg your pardon.”
8 当客人因行动笨拙而显露尴尬时，安慰客人说：
“请慢慢来，别着急。”“Please take your time, there’s no hurry.”
9 向客人作自我介绍:
“我叫 。如果有什么需要我帮忙，请告诉我。”
“My name is . Please let me know if there’s anything I can do for you.”/Can I help you?
10 与客人友好地告别，让客人对你和酒店留下深刻印象:
“再见。”“Goodbye.”
“祝您今天过得愉快。”“Have a nice day.”
“祝您在这居住愉快。”“Wish you happy here.”
对要离店客人报以祝愿：
“希望很快又见到您。” “Hope to see you again soon.”
“祝一路顺风。”“Have a nice trip.”
11 在三响之内迅速接听电话:
拿起电话时：
“早上好/ 下午好/ 晚上好，（这是）___________（部门/ 部份名称）。
我是……，我可以帮您吗？
“Good morning/ Good afternoon/ Good evening, (This is) (Name of your department/ outlet).…speaking. May I help you?”
挂电话前：
“多谢您的来电。”“Thank you for calling.”
12 礼貌地回应客人的请求或询问:
当你能满足客人要求时，要马上采取行动：
“好的，小姐/先生，我马上拿给您。”
“Certainly, madam/sir. I will get it right away.”
“是的，小姐/先生，我马上帮您处理。”
“Yes, madam/sir. I will take care of it at once.”
当你对客人的询问不肯定时：
“对不起，我不太确定。如果您能等一会，我马上去查找。”
“Sorry, I am not sure. If you wait a minute, I’ll try to find out.”
当你不能满足客人要求时：
“我恐怕这违反酒店的规定。”
“I’m afraid it is against hotel regulation.”
“对不起，我们不允许这样做。”
“I’m sorry, we are not allowed to do this.”
“对不起，恐怕我们没有（客人要的东西）。”
“I’ m sorry, I ’m afraid we don’t have (things guests want).”
这时向客人作其它介绍或建议是非常重要的。
“我可以建议（你联系地下层的银行）吗？”
“May I suggest (you contact the bank in the basement)?”
13 当你请求客人做某事时：
“您可以（在这里签名）吗？” “Could you (sign here)?”
“您介意（稍后再来电话）吗？”“Would you mind (calling back later)?”
“我可以知道（您的姓名）吗？”“May I (have your name)?”
14 为客人指示方向:
“请跟我来。” “Follow me please.”
“请一直往前走。”“Please go straight ahead.”
“请向右转/左转。”“Please turn right / left.”
“它在 楼。”“It is on the floor.”
15 处理投诉，错误:
“谢谢您告诉我们，小姐/先生。我会向经理报告这件事，请接受我们的道歉。”
“Thank you for telling us, madam / sir, I’ll inform my manager about it. Please accept our apology.”
“我非常抱歉，小姐/先生，是我们出差错了，我马上改正过来。/ 我马上去查这件事。”
“I’m terribly sorry, madam / sir. There could have been some mistakes. I’ll have it corrected at once. / I’ll look into the matter at once.”
15 处理投诉，错误:
“谢谢您告诉我们，小姐/先生。我会向经理报告这件事，请接受我们的道歉。”
“Thank you for telling us, madam / sir, I’ll inform my manager about it. Please accept our apology.”
“我非常抱歉，小姐/先生，是我们出差错了，我马上改正过来。/ 我马上去查这件事。”
“I’m terribly sorry, madam / sir. There could have been some mistakes. I’ll have it corrected at once. / I’ll look into the matter at once.”
Welcome. Please come back. Take care and see you next time.
Have a nice trip!
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