第二章第四节英语服务用语
酒店服务英语 初级
Part One Hotel Courteous English 酒店礼貌用语Unit One Welcome to Our Hotel!第一单元欢迎光临我们的酒店！Part 3 Words and Phrases词汇与短语good adj. 不错的；好的morning n. 早晨；上午sir n. 先生welcome v. 欢迎（光临）our pron. 我们的hotel n. 旅馆；酒店afternoon n. 下午；午后Mary n. 玛丽（女子名）help n. 帮助you pron. 你；你们no adv. (用以表示否定的回答)不，不是，没有thank v./n. 感谢Tom n. 汤姆（男子名）bellboy n. 门童glad adj. 高兴的serve vt. 为……服务Thank you 谢谢您。
evening n. 傍晚；晚上madam n. 女士、夫人、太太、小姐nice adj. 好的；美好的see vt. 看见；看到again adv. 再；再一次me pron. 我too adv. 也Mrs. n. 太太；夫人Black n. 布莱克（姓氏）please vt. 请enjoy vt. 享受；喜爱stay vi. 停留；暂住night n. 夜；晚上Mr. n. 先生sleep n. 睡眠；睡觉Part 5 Exercises课后练习1.Read the following sentences.朗读下列句子。
（1）Good morning, sir. Welcome to our hotel.（2）Good afternoon, madam. May I help you?（3）Good evening, Mr. Black. Nice to see you again in our hotel.（4）Good night. Have a good sleep.（5）Please enjoy your stay in our hotel.2.Listen to the short dialogues and fill in the blanks.听下列对话填空。
英语服务基本用语（银行英语口语）Englishmanual
英语服务基本用语（银行英语口语）EnglishmanualEnglishmanualSaying hello 打招呼1. Good morning/afternoon/evening.2. Hello/Hi./Hey.3. How are you?4. (I 'm)great. Thank you./Thanks.5. (I 'm)just fine.6. (I 'm)not bad.7. I'm OK.8. I 'm doing really well.Saying goodbye 说再见1. Good-bye./Bye./Bye-bye.2. Good night.3. See you later/tomorrow.4. Have a good evening/a nice day.Introducing yourself1. Hi. My name is Tom.2. I 'm Tom. 介绍自己早上好！（下午好/晚上好）你好（嗨/ 嘿。
）你好吗？很好，谢谢！还可以。
还不错。
我很好。
我很好。
再见。
晚安。
回头见！/ 明天见！祝你有一个愉快的夜晚（一天）你好，我叫T om。
我是Tom。
3.It is nice to meet you, Tom. 见到你很高兴，Tom1. Tom, this is Helen.2. Hi, Tom. It 's nice to meet you.3. Pleased/Good to meet you.Asking personal information1. What 'syour name ， please?2. What 'syour surname?3. Where are you from?4. Can I have your phone number?5. How 'severything?交换个人信息请问你叫什么名字？你姓什么？你是哪儿的人？能给留个您的电话号码吗？你怎么样？Asking about countries, nationalities, and languages 询问国家，国籍和语言1. -Are you from England? 你是英国人吗？ -Yes, I am.是的。
10086_ 服务用英语
客户服务中心服务用语目录第一节 10086礼貌服务用语1、问候语2、应答语3、请求语4、感谢语5、道歉语6、结束语7、祝愿语第二节 10086办理业务相关服务用语1、咨询入网业务服务用语2、咨询资费标准使用服务用语3、咨询缴费业务服务用语4、咨询停/开机及补卡业务服务用语5、咨询过户业务服务用语6、咨询撤户业务服务用语7、咨询长途及优惠使用服务用语8、咨询随e行业务服务用语9、查询话费时使用服务用语10、办理业务服务用语11、办理国际漫游业务服务用语12、特殊情况使用服务用语第三节移动业务专业服务用语1、短消息业务2、信息点播业务3、来电提醒4、飞信业务5、彩信冲印站6、手机彩信报7、积分业务8、动感装备包9、其他业务10、用户的意见与建议11、常用业务单词和词组12、手机菜单中英文对照第四节中国移动公司简要介绍第五节天津移动各品牌资费标准1、全球通2、动感地带3、神州行第六节我的移动奥运第七节奥运英语1、奥运会相关知识2、奥运会运动项目3、奥运京外比赛场馆4、奥运相关词组和短语第一节 1 0 0 8 6礼貌服务用语一、问候语1.您好！很高兴为您服务！Hello! Glad to give service to you!2.您好！我能为您做点什么？Hello! What can I do for you?3.您好！欢迎您拨打10086台！（自创亲切、清晰、简洁客户乐于接受的开头语）Hello! Welcome to dial 10086!二、应答语1.是的 Yes.2.好的 Ok.3.可以 Certainly.4.我帮您查询一下，请您稍等I’ll check it for you. Please hold on.5.您好，系统还在查询，请您稍等Hello, the system is still on checking. Wait a moment, please.6.谢谢您的耐心等待Thanks for your patient waiting.7.这是我们应该做的That is we should do.8.我这样理解您看是否正确I think it may be like this. Is it right?三、请求语1.请问您咨询什么业务Which service do you have question on?2.请问您办理什么业务Which service would you like to get?3.请问是您本机办理业务么Do you get the service for your own handset?4.请您报一下手机号码好吗5.previous attempt to restore the hostCould you tell me your telephone number?6.请问您贵姓怎么称呼（本机）May I have your (last) name, please?7.请问机主贵姓怎么称呼（非本机）What’s the (last) name of the subscriber?8.请报一下您的证件（身份证、护照、军官证、士兵证、港澳通行证、台湾居民大陆通行证）号码好吗Could you tell me the number of your valid documents?9.请问您有一码通（密码）吗Do you have the service pin number?10.请您不要挂机根据语音提示验证密码，如果密码错误系统会自动挂断（同时话务员将电话转接自动系统验证密码）Please hold on, and check the password according to the voice prompt. If the password is wrong, the system may cut off automatically.11.关于…（业务），您可以拨打…（自动台或10086**）查询。
饭店服务实用英语
《饭店服务实用英语》PartⅠFront Office Service前厅服务•Unit1Room Reservation房间预订Key Words（重点词汇）Receptionist接待员Reserve预订Apartment公寓房间room rate房间价格convenient方便的book预订guarantee担保，保证requirement要求operator话务员Take message替……留言Leave message留言Outside line外线Dial tone拨号音Country code国家代码Areas code电话区号IDD(International Direct Dial)长途直拨电拨电话DDD(Domestic Direct Dial)国际长途直拨电话information office问讯处reception office接待室hotel register旅客登记簿registration form登记表manager经理attendant服务员office clerk值班服务员waiter（餐厅）服务员waitress（餐厅）女服务员under your name以您的名义，在您的名下Useful Expressions（实用表达）Offering Help1)What can I help you,please?2)May I help you,please?3)Is there something I can do for you,sir/Madam?Reservation requirements1)Are there any rooms available?2)I want/would like to reserve a single room with bath and a fine view.3)I want/would like to reverse a room for one night.4)I want/would like to reserve a room from5th April to9th April.Giving Information about Rooms and Room Rates1)We have many types of rooms,such as…2)What kind of room do you want to reserve?3)What rate do you prefer?4)We can give/offer you30%off/30%discount at weekends.5)We will give/offer you20%off/20%discount for the group reservation.Accepting a Reservation1)For how long will you stay in our hotel?/How long will you be staying in our hotel?2)We still have rooms available which meet your requirements.3)In whose name will you reserve?4)I will confirm your reservation information.5)We look forward to your arrival/coming/seeing you soon.6)We are expecting your arrival.Refusing a reservation1)I am sorry.No rooms are available.2)Sorry,Miss Clinton.All the standard rooms have been fully booked on the day you planned to come.3)I am sorry.All the standard rooms have been fully booked.What about suite rooms?Revising a Reservation1)Sorry,due to…,I have to cancel the reservation made in your hotel.2)I want/would like to revise/change my reservation information.3)How would you like to revise/change it?4)I want/would like to change the reservation date?Room types（房型）单人间：Single Room双人间：Double Room大床间：King Size&Queen Size Room标准间：Standard Room标准间单人住：TSU(Twin for Sole Use)三人间：Triple Room四人间：Quad Room套间：Suite公寓：Apartment别墅：Villa按级别分：经济间Economic Room普通间Standard Room高级间Superior Room豪华间Deluxe Room商务标间Business Room行政标间Executive Room行政楼层Executive Floor不限房型Run of the House无烟标准间Non Smoking残疾人客房Handicapped Room带厨房客房Room with Kitchen相邻房Adjoining Room按朝向分:朝街房Front View Room背街房Rear View Room城景房City View Room园景房Garden View Room海景房Sea View Room湖景房Lake View RoomUnit2Check-in Service登记入住Key Words（重点词汇）•register['redŋistŋ]v.登记•passport['pɑ:spŋ:t]n.护照•pay[pei]v.支付•check[tŋek]n.支票•receipt[ri'si:t]n.收据•sign[sain]v.签•bellboy['belbŋi]n.行李员•luggage['lŋgidŋ]n.行李•brochure['brŋuŋŋ]n.小册子•deposit[di'pŋzit]n.定金•departure[di'pɑ:tŋŋ]n.出发Useful Expressions（实用表达）•Greeting guests and getting information about reservation•1)Good afternoon,sir.What can I do for you?•2)Do you have a reservation with our hotel?•3)In whose name was the reservation made?•4)Wait a moment,please.I’ll check our reservation record for you.•5)Your reservation was made by phone and it is guaranteed by credit card.•Registering guests1)May I have your passport to fill out the registration form for you?•2)Please sign your name here,sir/madam.•Advance information on payment•1)You need to pay a$1000deposit,sir/madam.•2)A$1000deposit is required to be paid in advance,sir/madam.•3)How would you like to pay(your deposit),sir/madam?In cash,bycredit card,or by check?•4)Your check is unlimited,please sign your name here,write down the name of your company and the phone number of the finance department in your company.•5)Please keep your receipt for the check-out,sir/madam.Useful Expressions（实用表达）•Giving guests key cards to rooms•1)Your key card and breakfast vouchers are all in this envelope,your room is0302.•2)The breakfast time is from6:30a.m to10:00a.m.•3)Our bellboy will help you with your luggage and show you to your room.•Wishes•1)Hope you’ll enjoy your stay with us.•2)Wish you a wonderful time here.Unit3Other Services Regarding Reception Desk其它有关前台服务•Main Points（知识要点）•※Procedures of extending the stay for a guest•延住服务程序•※Procedures of changing the room for a guest•换房服务程序•※Procedures of receiving visitors•接待访客服务程序Key Words（重点词汇）•extend[iks'tend]v.延伸•extension[iks'tenŋŋn]n.延长•transfer[træns'fŋ:]v.转移•signature['signitŋŋ]n.签名•attendant[ŋ'tendŋnt]n.服务员Useful expressions（实用表达）•Extending the stay•1)There is some change in my plan.•2)I am wondering if I can extend the stay?•3)I need to stay here for three more days.•4)Please wait a minute,Mr.Green,I need to check the reservation records first.•5)Here are the extension form and deposit receipt.•6)You need to pay more as a deposit for extending your stay.•Changing the room1)There is something wrong with my bed,can I change to another room?2)Would you mind waiting for a minute,I’ll send someone there rightaway for a check for you.3)Would you mind transferring to a standard room on the5th floor?4)The room is similar to the one you are staying in.5)I’m sorry for the inconvenience caused for you.•Receiving visitors•1)They are expecting me in their rooms.•2)Would you please complete this visiting card?•3)Please show the visiting card to the floor attendant•4)Have fun with your friends.Unit4Concierge Service礼宾服务Main Points（知识要点）•※The way to welcome and bid farewell to guests•迎客和送客方式•※Service of delivering luggage for guests•为客人运送行李服务•※Showing guests to rooms•引领服务•※Introducing facilities and services available in the hotel•介绍酒店设施和服务Key Words（重点词汇）•doorman['dŋ:mŋn]n.门童•suitcase['sju:tkeis]n.手提箱•elevator['eliveitŋ]n.电梯•corridor['kŋridŋ:]n.走廊•carpet['kɑ:pit]n.地毯•rack[ræk]n.行李架•switch[switŋ]n.开关•ceiling['si:liŋ]n.天花板•lamp[læmp]n.台灯•wardrobe['wŋ:drŋub]n.衣柜•hanger['hæŋŋ]n.挂•laundry['lŋ:ndri]n.洗衣店，要洗的衣服•instruction[in'strŋkŋŋn]n.使用说明Useful Expressions（实用表达）•Greeting guests•1)Welcome to Friendship Hotel.•2)Do you have any luggage?•3)I’ll take care of your suitcases,•4)This way,please.The reception desk is right ahead/over there.•Helping guests with their luggage and showing the way1)Shall I help you with your luggage?2)How many pieces of luggage have you got/do you have？3)This way,please.We need to take the elevator to go to the3rd floor.•Introducing the room facilities and the hotel service1)Please allow me to show you the room,sir.2)Here is the light switch,and this is the remote control for TV/air-conditioning.3)This is the brochure about our hotel services4)Do you want me to demonstrate the way of using it,sir?•Bidding farewell1)Shall I arrange a taxi for you,sir?2)Here is your taxi,please get in.3)Have a nice trip.Unit5总机服务opetator•Main Points（知识要点）•※Procedures of wake-up calls•叫早服务程序•※Three ways of wake-up calls•三种叫早服务方式•※Answer inquiries about long distance calls•解答关于长途电话咨询服务•※The way to take massages for guests•留言服务Key Words（重点词汇）•operator['ŋpŋreitŋ]n.操作员，话务员•wake[weik]v.叫醒，醒来•useful['ju:sful]a.有用的•Singapore[,siŋgŋ'pŋ:]n.新加坡•assist[ŋ'sist]v.协助•response[ris'pŋns]n.反应，响应•ensure[in'ŋuŋ]v.保证，担保Useful expressions（实用表达）•Wake-up calls•1)At what time?•2)Please dial your new wake-up time.The computer will cancel the old time.•3)I’ll wake you up at6:30a.m.tomorrow morning by knocking on your door.•Phone call•1)To which country,please?•2)Would you like a pay call or a person-to-person call?•3)I’ll put you through.Please hold on.•4)May I have the area code and the phone number?•5)I’m afraid you got a wrong number.•6)Shall I connect you with the international operator?•Taking a message•1)I’m afraid there is no response.Can I take a message,please?Or you can call later.•2)I’ll pass your message to Mr.Green.3)Would you mind leaving your telephone number?Unit6Information Desk咨询台•Main Points（知识要点）•※The way to give directions•指路服务•※Provide shopping information•提供购物信息•※Answer inquiries about transportation•回答交通咨询Key Words（重点词汇）•appreciate[ŋ'pri:ŋieit]v.感激•hesitate['heziteit]v.犹豫，迟疑•post[pŋŋst]n.柱子•vase[vɑ:z]n.花瓶•jewelry['dŋu:ŋlri]n.珠宝•feature['fi:tŋŋ]n.特色•transportation[,trænspŋ:'teiŋŋn]n.运输，运输工具•consultation[,kŋnsŋl'teiŋŋn]n.咨询•maximum['mæksimŋm]a.最高的，最大极限的Useful Expressions（实用表达）•Giving directions1)How will you come here,madam?2)I’ll tell/show you the way to our hotel.3)I’ll tell/show you how to come here/get there.4)Drive straight along the road,turn left at the second traffic lights,you’ll see our hotel on the right.5)Go straight and then take the left turn at the next corner,you’ll see it just in front of you.•Shopping information•1)There are a great variety of goods there.•2)There are so many you can choose from.•Transportation information1)There are two buses going to the Great Wall every day.2)How long does it take to get to the Great Wall？3)It usually takes you two hours.4)Do you need us to book you tickets?Unit7Check out结帐服务•Main Points（知识要点）•※Procedures of helping guests with their foreign currency exchange •外币兑换服务程序•※Procedures of providing check-out service•退房服务程序•※Ways of bidding farewell•送别方式Key Words（重点词汇）•memo['memŋu]n.备忘录•save[seiv]v.保存•refund[ri:'fŋnd]v.偿还•handling['hændliŋ]n.处理•luggage handling.行李寄存Useful Expressions（实用表达）•Foreign Currency Exchange•1)Can I exchange foreign currency for RMB here?•2)What kind of currency have you got?•3)What’s the exchange rate today?•4)One hundred US dollars are equal to750yuan RMB at today's exchange rate.•5)How much would you like to exchange?•6)How would you like your money?•7)Please check them and keep the memo.8)What for?•Check-out•1)I'm leaving today,would like to check out now.2)Your name,room number and your key card,please?3)Did you consume any thing in your room?•4)We'll refund you$335,and here is the receipt.5)Would you like me to contact the Concierge to help you with your luggage?•6)Look forward to seeing you again.•7)Have a nice trip.•8)Fly safe.1.假设你是上海金茂酒店的预订员简｡接到了一位客户从大连打来的电话,他将一个人驾车来上海休闲旅游(leisure travel),要预订一间豪华单人间,并先用信用卡保证预订(credit card guaranteed reservation)｡请你和你的同学模拟对话中的角色,准备对话,然后在班上进行口头表演｡J:ŋRoom Reservation.Can I help you?S:ŋYes,I am calling from Dalian City.I will make a leisure travel to Shanghai next week.So I want to book a room at your hotel.J:ŋThat’s wonderful.What dates do you need the room?/For which date/For when,please? S:ŋFrom September9th.J:ŋhow long will you be staying?/For how many nights?S:ŋFor two nights.J:ŋHow many guests will there be in your party?S:ŋJust my wife and myself.J:ŋWhat type/kind of room would you prefer?A single or a double?S:ŋA single,please.J:ŋCould you hold the line,please.I’ll check the list…Thank you for waiting,sir.We have a single room at RMB150and another at RMB180.Which one would you prefer?S:ŋI’d like to take the RMB180.J:ŋMay I have a credit card to guarantee this booking/Do you wish to guarantee the room?S:ŋYes,I need to.J:ŋWill that be your credit card or will you pay in advance?S:ŋMy credit card,please.J:ŋMay I know the type of card and the number?S:ŋYes,it’s Visa.The card number is4635111033345566,expiration date is Dec.10th,2010. And my name is Stephen Nobel.J:ŋThanks.Mr.Nobel.Let me just confirm your booking.One single room from September9th to September,in name of Mr.Stephen Nobel.The rate for the room is RMB180 per night.This is a guaranteed to your Visa Card.Your credit number is4635111033345566. Am I correct?S:ŋYes,that’s correct.Thank you for your help.Goodbye.J:ŋGoodbye.We are always at your service.2.假如你是一家电器公司的经理,你们公司打算在12月22日在北京举办庆祝公司成立十周年的会议,会后打算下榻上海金茂酒店,先致电金茂酒店预订部,要求订50间标准双人房,10间豪华双人房,2间套房,时间从12月22日至25日,共4天｡请你和你的同学模拟对话中的角色,准备对话,然后在班上进行口头表演｡J:ŋGood morning.Reservations,Jane speaking.May I help you?S:Good morning.This is Stephen Nobel from Dalian Electrical Company.Our company is going to give an anniversary in Beijing on December22nd.Please reserve50standard double room,10deluxe double room,2suites.J:ŋFor when,please?S:ŋFour nights.From December22nd through December25th.J:ŋPlease hold the line one moment.I see your company has an arrangement with this hotel for all types of room.We will give you a discount at30%.S:ŋOK.That’ll be fine.J:ŋWhat time will you be arriving?S:ŋWe will arrive at2,00p.m.on December22nd.J:ŋOK.We will make a perfect arrangement for your company.S:ŋThank you very much.See you.J:ŋGoodbye.6.行李员杰克正在帮一位女顾客搬运行李,陪着她把行李拿到房间,并向她介绍客房内的设施｡请你和你的同学准备该对话,并在班上表演｡J:Excuse me,madam.I’m the bellman.Do you need any help?M:Yes.Can you show me where to deposit my valuable?J:Sure.This way,please.The cashier desk is just over there.(The cashier is helping the guest with the deposit of valuable.)M:Please keep the receipt.Now shall I escort you to your room with your baggage?J:Your room is on the fifth floor,isn’t it?M:Yes.that’s right.J:This way to the elevator,please.Let me take your suitcase.M:Good.It is facing a beautiful garden.J:Can I put the suitcase here,madam?M:Thank you.May I ask where the dining hall is?J:We have two dinning halls on the third floor and the ninth floor respectively.The former serves Chinese food,and the latter western-styled cooking.M:Good.Pretty convenient.Thank you for the information.J:You are welcome,sir.I hope you’ll enjoy your stay here.。
英语服务用语
I hope you enjoy your stay.
希望你对我们的服务满意。
收 款 服 务 用 语
Will this be charge or cash?
I am a cashier.
刷卡还是现金？我付现金。
不用谢，这是我们应该做的。
对不起，我只会说一点英语
Thank you very much.
非常感谢。
Not at all.
别客气
Hale Waihona Puke That is all right.
没什么
附 件
Never mind.
没关系。
It was the least I can do.
这是我应该做的。
No thanks, this is what we should do.
Hold on,please! How about this one 请稍等。这个怎么样？
购 物 中 服 务 用 语
The fitting-room is over there.
试衣间在那边。
Can it/ they be cheaper?
Sorry, we don’t give discounts.
对不起， 我们这儿不打折。
能便宜点吗？
What size(color/kind)do you want?
你需要多大尺寸（颜色/样式）？
购 物 后 服 务 用 语
Please take care.
请慢走。
I wish you a happy shopping!
Thank you for coming. Welcome come again!
酒店英语学习内容及礼宾部接待礼貌用语
酒店英语学习内容及礼宾部接待礼貌用语第一篇：酒店英语学习内容及礼宾部接待礼貌用语酒店英语学习内容①前台英语:电话订房、介绍房间酒店设施与服务、前台接待、电话留言、为宾客提供信息与解决宾客的需求、推广与促销技巧、优质服务理念、应付宾客投诉、结账等。
②礼宾英语:迎宾、接待、解答问题和解决宾客需求、行李寄存、迎宾饮料、优质服务理念、如何向宾客道歉及其他礼宾常用英语。
③客房英语:解释客房部服务内容、解释房内设备、应答宾客的需求、询问宾客是否打扫房间、应付宾客投诉、汇报客房服务问题、优质问题。
④餐饮英语:订位、接待、菜单点菜、介绍菜色、菜的做法、介绍酒水饮料、服务理念、帮助宾客解决日常细节推广与促销技巧、优质服务理念、应付宾客投诉、结账。
⑤综合酒店英语:综合酒店英语课程，对学员的英语程度要求较高，适合大堂副理、客户公关主任、礼宾部高级职员。
从宾客入住到结账的整个流程，范围遍及前台、客房、商务中心、餐饮等部门，解答宾客面对的问题包括与宾客的信件沟通，为宾客解释工作流程、推广与促销技巧、优质服务理念、处理宾客的投诉，给宾客指点迷津。
礼宾部机场火车站接待礼貌用语:1.1早上好，先生/小姐，欢迎到×市，我是金江宾馆梨春苑的迎宾代表，我的名字叫××，请问贵姓（如一位就不用问，中招呼×先生/小姐）。
1.2让我带你们去班车，车辆就在前边，我可以替您拿行李吗？1..3这位司机叫××，他会载我们一起到酒店。
1.4Good morning Sir/Madam Welcome to Xi’an.I am airport representative of Paradise Rep ort, my name is ××, and May I know your name, please?1.5The car is ready, it is being parked at the front.Let me showthe way.May I help you to carry your baggages?1.6This is ×××, he will drive us back to hotel.第二篇：酒店英语：礼宾部常用英语美联英语提供：酒店英语：礼宾部常用英语机场 Airport 商场 Shopping center 小费 Tip 接机服务 Pick-up service 叫早服务 Morning call 叫醒服务 Wake up service 易碎物品Fragile objects 往前直走Straight on 前厅部Front office department 前台 Front desk 总机 Service center 商务中心Business center 票务服务Ticket service 西餐厅 Western restaurant 中餐厅Chinese restaurant 大堂吧Lobby bar 医务室Clinic Room 桑拿Sauna 按摩 Massage 会议室 Meeting room 停车场 Parking lot 总经理 General manager[GM]总监 Director 经理 Manager 大堂副理 Assistant manager[AM] 主管 Supervisor 领班Captain 宾客服务 Guest service[GS] 前台接待Receptionist 楼层服务Housekeeping 维修人员Repairman 换钱Change money 明信片Postcard 洗衣Laundry service 小心轻放Handle with Care 请勿倒立 Keep Top Side Up May I help you sir? 我可以帮你吗，先生? How many pieces of your luggage sir? 你有多少件行李，先生? Are these your luggage? 这些是您的行李吗? Is this everything, sir? 这是全部东西吗，先生? Let me help you with your luggage.让我来帮您拿吧。
中国移动呼叫中心标准服务用语大全
标准服务用语服务准则呼叫业务分公司是移动公司为客户提供服务而专设的一个特殊窗口，是通过语言的交流来传递真情的一种服务方式，是紧密联系客户的桥梁。
在工作中，服务人员不与客户发生面对面的接触，而是用温柔、甜美的声音、细致周到的服务来缩短与客户之间的距离，真正达到心与心的沟通。
这需要呼叫业务分公司每位服务人员树立正确的服务心态，掌握灵活的沟通技巧，精通广博的业务知识，内强素质，外树形象，以高度的工作热情和综合的服务技能博得客户的满意！第一章基本要求电话服务的特性是用声音与客户进行交流与沟通，为了能将热情、周到、真诚的服务提供给客户，员工在接听电话时的音量、语气措辞、语速等方面的技巧掌握显得尤为重要。
1、声音：运用带微笑、富人情味、轻松愉快的声音与客户交流。
2、音量：语筒保持在距嘴唇5厘米左右的位置，音量适中、悦耳，以客户听清为宜。
3、语气措辞：语气轻柔委婉，态度自然诚恳，措辞精炼恰当。
4、语速：语速适中，每分钟吐字约120个。
5、声调：自然、清晰、柔和、亲切，不要装腔作势，也不可声嘶力竭，而应给人以愉悦之感。
6、发音：清楚、易懂，使用标准普通话发音。
7、语调：优美、热情、富表达力。
第二章现场项目部客户代表基本要求当电话接通时，我们要立即调整好坐姿与心态，以全新的形象迎接客户。
1、即刻由深坐改为中坐，腰部挺起，收腹提气，以保持语气平稳。
2、面带微笑，神色坦然，以酝酿良好的心情，仿佛看到客户。
３、我们可以充分利用所掌握的业务知识，运用良好的沟通技能，以积极友善的服务态度，全心全意地为客户排忧解难。
第一节首问句VIP专席：在这里，每一位VIP都将享受到我们奉献的精品服务，关心、细心、轻松、放松的氛围，还有一份浓淡相宜的人情感情，让您领略一种别样的服务感受。
客户代表应在电话接通后两秒钟之内面带微笑问候客户：“您好！全球通VIP客户代表**(名字)为您服务！”普通全球通座席：客户代表应在电话接通后两秒钟之内面带微笑问候客户：“您好！全球通客户代表为您服务！”动感地带、他网、神州行座席客户代表应在电话接通后两秒钟之内面带微笑问候客户：“您好！中国移动，很高兴为您服务！”备注：1、若逢周末(每周五18:00--周六24:00)、节假日，则在首问句前加“周末快乐”“节日快乐”例如：“您好！周未快乐（节日快乐）！中国移动，很高兴为您服务！”或“您好！周未快乐（节日快乐）！全球通VIP客户代表为您服务！”2、客户代表为用户查询完毕或转IVR办理业务时,服务用语为:建议您下次查询(办理)**时,直接拨打10086,选择**号键就可以查询(办理),结束(**号为您转自动,请稍等).第二节各种语音环境1、电话接通客户无声音时客户代表：应保持微笑重复道：“您好，请问有什么可以帮助您吗（间隔2秒后）请问您能听到我的声音吗？（再间隔2秒后）很抱歉，我听不到您讲话，请您换一部电话再打来。
常用英语礼貌服务用语
常用英语礼貌服务用语COURTEOUS ENGLISH PHRASESFORHOTEL EMPLOYEES前言古人云：“行万里路，读万卷书”。
作为一家旅游涉外饭店的工作人员，能否正确有效地与外宾进行沟通交流，是衡量酒店工作人员素质，衡量酒店的服务质量与管理上层次，衡量宾客满意的重要依据之一。
酒店各岗位工作人员，尤其是前台接待、收银、大堂行李等部门员工及酒店管理员、部门经理都能熟练用外语与宾客进行沟通，是达成良好宾主状态，培养忠诚客户，促进酒店发展的重要因素之一。
因此，共同学习日常英语礼貌服务用语显得尤为重要。
本学习小册通过实践与情景句式，背景知识与经典词汇相结合，让您在轻松愉快的环境中了解行业知识，提高交流能力与业务技能。
希望您能在微笑中自信从容地与宾客交流，营造良好的语言环境。
“学以致用，契而不舍。
”才能达到理想的效果。
第一部分常用礼貌用语Part I Common Courteous Phrase饭店的第一线工作人员工种较多，在和外宾接触中，都应注意礼貌，举止语言必须得体。
下面列举在各种情况下，饭店所有第一线工作人员都应该牢记并熟练运用的礼貌用语。
一、欢迎和问候语1. Good morning, can I help you? sir.早上好，先生，我能为您效劳吗？Good afternoon, may I help you? / May I be of service, madam?下午好，太太，有什么我可以为您做呢？Good evening, what can I do for you? Mr. Smith.史密斯先生，晚上好，我能为您做什么？2. How do you do?您好。
How do you do?您好。
3. Glad to meet you.很高兴见到您。
Pleased to meet you.很高兴见到您。
It’s nice to see you.很高兴见到您。
4. How are you?您好吗？Fine, thanks. And you?很好，谢谢。
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
第二章中餐厅服务第四节中餐服务用语[教学目的]1、知识目标：掌握中英文对照中餐服务规范用语。
2、能力目标：能正确运用规范语言解决实际问题的职业能力3、德育目标：在教学中培养学生观察能力，树立学生的服务意识，培养学生的敬业精神。
[教学重点/难点] 规范用语[教学方法] 讲授、示范、分组练习[课型] 综合课[教学手段] 多媒体[课时] 2节[复习提问]1.简述中餐厅午晚餐服务程序。
2.中餐席间巡台服务要点有哪些？[讲授新课]第二章中餐厅服务第四节中餐服务用语一、预订1、Good morning/afternoon/evening. May I help you ?早上／下午／晚上好，我能为您做些什么？2、How many guests are coming?请问共有多少人用餐？3、How many people are there in your party,sir/madam?请问共有多少人用餐，先生／女士？4、What time would you like to arrive?请问你们几点钟到？5、May I have your name,please?请问贵姓？6、Could you spell your name for me ,please?请您拼读一下您的姓名好吗？7、May I take your telephone number,please?可以留下您的电话号码吗？8、Is there anything special you would like us to prepare,sir/madam?请问您有什么特殊要求需要我们做准备的，先生／女士？二、迎宾1、Good morning/afternoon/evening. Welcome to our restaurant.早上／下午／晚上好，欢迎光临。
2、may I help you, sir/madam?我能为您做什么，先生／女士？3、do you have a reservation, sir/madam?请问您有预定吗，先生／女士？4、how many persons are there in your party, sir /madam?请问共有多少人来用餐，先生／女士？5、please follow me, sir/madam.请跟我来，先生／女士。
6、this way please, sir/madam.请这边走，先生／女士。
7、please mind your step,sir/madam.请注意脚下，先生／女士。
8、is this table fine with you, sir/madam?请问您对这张餐桌满意吗，先生／女士？9、here is the menu for you, sir/madam.这是您的菜单，先生／女士。
10、if you need any help, please call me.如果您在用餐时有什么问题，请告诉我。
11、would you care for something to drink before your meal?您在用餐前要用些饮料吗？12、would you like to see the drink/wine list?您是否要看饮料／佐餐酒单？13、I suggest Chinese mineral water if you would like something refreshing.如果您需要一些清新的饮料，我向您推荐中国矿泉水。
三、点菜1、Are you ready to order now?请问可以为您点菜了吗？2、May I take your order now?请问可以为您点菜了吗？3、what would you like to start?请问先给您上些什么？4、what would you like to order?请问您想吃些什么？5、Would you like some more?请问您还需要点别的吗？6、Yes,sir/madam. We do have a selection of vegetable dishes.是的，先生／女士，我们有很好的蔬菜精选。
7、I’m afraid we do not have this brand, but I can recommend the Five Star Beer.恐怕我们没有这个牌子，但我可以向您推荐五星啤酒。
8、If possible, we’ll be pleased to meet your wish. I’ll check with the supervisor and chef. 如果可能，我们十分高兴能满足您的需求，我将与主管和厨师长联络。
9、I’m afraid we do not have time to prepare the dish unfortunately. May I suggest something else?对不起，恐怕我们没有这个菜，我可以向您推荐别的吗？10、I’m terribly sorry, sir/madam. We don’t have any now.十分抱歉，先生／女士，这道菜已经卖完了。
11、The chef’s special today is vegetable with green peas.今天厨师长特选是青豆蔬菜？12、May I recommend the shrimps sauted with green peas?我们可以向您推荐虾仁炒青豆吗？13、If you don’t mind, may I recommend the vegetable with crab meat?如果您不介意，我可以向您推荐蟹肉蔬菜吗？14、我可以向您推荐清蒸甲鱼吗？May I recommend the steamed turtle?15、The sweet and sour fish is particularly good tonight. Would you like to try?糖醋鱼是今晚特别推荐，您是否试试？四、征询意见1、Is everything to your satisfaction?请问您对一切还满意吗？2、Is everything all right with your meal?请问您对用餐还满意吗？3、Would you care for another drink?请问您还需要一杯饮料吗？4、Can I bring you anything else?请问您还需要我为您提供些什么吗？5、Is there anything that I can do for you?我还能为您做些什么？6、May I take up a few moments of your time?请问我能占用您一些时间吗？7、May I speak to you for a moment , sir/madam?对不起，先生／女士，我能和您谈一会儿吗？8、May I take the glasses away?我可以撤下杯子吗？9、May I clean your table now?请问我能清理餐桌吗？10、Would you like me to clear your table?请问您需要我帮您收拾一下餐桌吗？五、致歉1、I’m terribly sorry for such a mistake.我为这样的鲁莽向您道歉。
2、I would like to apologize once again.我再次向您郑重道歉。
3、I’m sorry, sir/madam. I did not no tice.对不起，先生／女士，我没有注意。
4、I’m sorry. The dish shall be replaced immediately.对不起，这道菜将立即被换掉。
六、结帐1、Would you like to have the bill now?请问您是现在结帐吗？2、Would you like to pay cash or by credit card?请问您是付现金还是用信用卡？3、I’m sorry. I shall add it up again, sir/madam.对不起，我将再算一遍，先生／女士。
4、I’m sorry. Would you show me what is wrong?对不起，您能告诉我哪儿错了吗？5、Excuse me, sir/madam. Would you please sign your name here?对不起，先生／女士，请您在这儿签名好吗？七、送客1、Think you ,sir/madam. We hope to see you again.感谢光临，先生／女士，希望再次为您服务。
2、Glad you enjoyed your meal. Good-bye.很高兴您用餐愉快，再见。
3、Thank you very much. Have a nice evening.十分感谢，祝您有个愉快的夜晚。
4、We hope to serve you again, sir/madam. Good night.希望再次为您服务，先生／女士，晚安。
[板书设计]第二章中餐厅服务程序与规范用语一、电话预定1、电话铃响三声以内迅速接听，问好并报餐厅名称您好，某某餐厅，我能为您做些什么？2、中餐厅接听订座电话则要了解人数，就餐时间，订餐姓名，联络方式和特别要求等（1）请问共有多少人用餐？（2）请问您们几点钟到？（3）请问贵姓？注意：如遇有同音不同字情况，应问清客人姓是哪个字。
如客人姓zhang，应问：请问是弓长“张”吗？避免误听误记。
（4）恐怕我们餐厅午餐时间截止到下午两点！（5）恐怕我们餐厅只能为您留桌到晚上八点！（6）可以留下您的电话号码吗？（7）请问您有什么特殊要求需要我们做准备的吗？3、重复客人预定内容，请客人确认。
4、礼貌致谢谢谢您的预定，期待您的光临。
再见！5、等客人挂上电话后再放下电话6、做好笔录并落实二、迎宾1、应事先了解当餐预定情况以便提供引领服务。
2、见到客人，微笑问候，了解是否有预订。
如果有预定，问清以什么姓名预订的；如果没有预订，应了解用餐人数等情况。
（1）您好，欢迎光临！请问我能为您做什么，先生/女士？（2）请问您有预订吗？A有预订:请问您以什么姓名预订的？B没有预订请问共有多少人用餐？3、走在客人左前方1米左右，引领客人到适当的座位注意不断回头招呼客人，提醒客人注意台阶。
A有空桌时：（1）请跟我来。
（2）请这边走。