— “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.
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)?” 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.”
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