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1、 Courtesy Standards Generic Sentences in English –II–  List of Contents目錄表 ¨ 1 ASKING GUESTS TO DO SOMETHING 請求賓客做某事 2 GUEST OFFER SOMETHING OUT OF POLITENESS 賓客出于客氣而贈送某物時 3 POLITE DENIAL 委婉的否認(rèn) 4 SHORT DELAYS (less than 5 minutes) 短時延誤 （少于五分鐘） 5 LONG DEL

2、AYS (more than 5 minutes) 長時間延誤（超過五分鐘） 6 APOLOGIZING FOR AN INCONVENIENCE 對所造成的不便致歉 7 ACCEPTING COMPLAINTS / CRITICISM 接受投訴、批評 8 WHEN THE GUEST ASKS IF HE/SHE MAY TAKE SOMETHING 賓客要求帶走某物時 9 WHEN THE GUEST APOLOGIZES BY SAYING “SORRY” 當(dāng)賓客說“抱歉”、“對不起”時 10 BREAKING AWAY FROM A CONVE

3、RSATION 打斷客人 (中斷談話) 11 SUGGESTIVE SELLING 推介式銷售 ASKING GUESTS TO DO SOMETHING 請求賓客做某事 Excuse me, Sir/Madam, could you please ( “sign”/ “wait” etc.) here? 對不起，先生/小姐, 請您（“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

4、? 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, 請跟我來好嗎？ Would you please 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! 請小心樓梯！ Remember: Be utmost h

5、umble and courteous when doing this. 在要求或請求賓客做某事時，一定要盡可能謙恭、禮貌。 GUEST OFFER SOMETHING OUT OF POLITENESS 賓客出于客氣而贈送某物時 No, thank you. You are very kind. 您真是太客氣了，心意領(lǐng)了就行了。 It’s very kind of 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

6、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。 I’m afraid not, unfortunately. 很遺憾，我覺得不是這樣的（我看恐怕不行）。 Not really. 不會吧（不能吧）（好像不會吧）（不完全是這樣吧）（不太可能吧）。 No, Sir/Madam. It is not. 不是，（某）先生（小姐），不是這樣的。 S

7、HORT DELAYS (less than 5 minutes) 短時延誤 （少于五分鐘） Just a moment / one moment, please, Sir/Madam. 請您稍候，先生/小姐。 This may take a few minutes, Sir/Madam. 可能會等（要花）幾分鐘，先生/小姐。 I’ll be with you in a moment, Sir/Madam. 先生/小姐，我稍等一會兒就過來（就為您服務(wù)）。 Sorry to keep you waiting, Sir/Madam. 很抱歉讓您等候， 先生

8、/小姐。 I’m sorry about the delay. 不好意思要請您耽待一下了。 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，也一定要知會客人。 My apologies for the delay. 讓您等候，我很抱歉。 LONG DELA

9、YS (more than 5 minutes) 長時間延誤（超過五分鐘） I’m sorry, Sir/Madam. This may take about ... minutes. Is that all right? 我很抱歉，先生/小姐?？赡軙壬?... 分鐘。您看行嗎？ I’m sorry for the delay, Sir/Madam. It will just be a few minutes longer. Will that be all right? 對不起，先生/小姐，可能等候的時間會稍久一點，您看有問題嗎？ I’m terribly sor

10、ry for the inconvenience, Sir/Madam, but 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，要讓客人感到你對延遲一事很在意。 Ask for the guest’s 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。 APO

11、LOGIZING FOR AN INCONVENIENCE 對所造成的不便致歉 I’m very sorry, Sir/Madam. Thank 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。 I’m terribly sorry we are not permitted to do this. 十分遺憾我們不允許這樣做。 I’m terribly sorry. There could have been some mistake. 我真是很抱歉，可能

12、是什么環(huán)節(jié)出了差錯。 I do apologize. 我誠心向您道歉。 I’m sorry, Sir/Madam. I’ll look into the matter at once. 對不起了，先生/小姐。我這就去把事情弄清楚（我馬上去查一下）。 I’m afraid it’s against company policy to do this. 很不好意思，這樣做會違反公司規(guī)定。 ACCEPTING COMPLAINTS / CRITICISM 接受投訴、批評 Thank you for telling us, Sir/Madam. I assure

13、 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。我向您保證我們會盡全力不讓這種事情再發(fā)生。請您接受我們的歉意。 Please accept our apologies. I shall let the person in charge know. 請接受我們的道歉。我會轉(zhuǎn)告有關(guān)負(fù)責(zé)人的。 I’m sorry for what happened. It must be very annoying. 對于所發(fā)生的事我很抱

14、歉。這種事肯定很讓人生氣。 I’m 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 necessary to show your sincerity. 留意傾聽客人的投訴，必要時當(dāng)客人的面寫下來以示重視和誠意。 Remember: Never say things like “ It’s not my fault / I did not handle it / i

15、t’s not my department.” 絕對不可以說類似于“這不是我的錯”、“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 Certainly, Sir/Madam, let me help you. 可以的，（某）先生（小姐），請讓我?guī)湍茫ㄈ。? Go ahead please, you’re welcome. 您請隨意。您的要求是我 們的榮

16、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. 客人時常喜歡要走餐單、推廣小冊從等等。如果你不能確定某些東西是否可以給他們，你應(yīng)該請示你的上司或經(jīng)理。 WHEN THE GUEST APOLOGIZES BY SAYING “SORRY” 當(dāng)賓客說“抱歉”、“對不起”時

17、 That’s all right. 沒關(guān)系。 It doesn’t matter. 沒問題。 It’s nothing serious. 不要緊。不用在意。 Please do not worry about it, Sir/Madam. 先生/小姐，請不用太在意。 But in case some valuable properties of the hotel is damaged, you should say: “ I am sorry of what happened. But I am afraid I have to report t

18、his 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，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)理報告了。希望您能理解。” BREAKING AWAY FROM A CONVERSATION 打斷客人 (中斷談話) Excuse me, Sir/Madam, but I’m being called. 對不起（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 up a few mo

19、ments of your time? 可以占用您一會兒時間嗎？ 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（您還要點兒別的什么嗎）？ I’m sorry I’m 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: Excusi

20、ng yourself shows courtesy. 請求對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，可以請您看一下我們的（某項服務(wù)或某物）嗎？我能領(lǐng)您（給您）看一下我們的（某項服務(wù)或某物）嗎？ Have you tried our ... ? 您有沒有試過我們的（某項服務(wù)或某物）呢？ May I suggest you ... ? 我提一個建議好嗎？/我建議您享用（使用）我們的（某項服務(wù)或某物），您看行嗎？ Would you like more ... ? 您需要再來點兒 ... 嗎 ?