金陵苏源大酒店培训资料
3
Suyuan Jinling Plaza
Addressing individuals:
• If you do not know the guest’s name, address him/her as:
• “sir” or “madam” • e.g. • “Yes, sir.” • “Good night, madam.” • “May I help you, sir?”
available.”
金陵苏源大酒店培训资料
20
Suyuan Jinling Plaza
When guests thank you:
• Always reply with a smile, using one of the following:
• For new arrivals:
• “Did you have a nice trip, sir/madam?”
• Add:
• “Have a pleasant stay in *** hotel, sir/madam.”
• “ I hope you enjoy your stay with us,
When guests ask for something:
• Say cheerfully: • “Certainly, sir, if you can excuse me, I’ll
go and get it for you now.” • “yes, sir.” • “Certainly, madam. I’ll happy to do it.” • “Here is your , Mr.
• If you are not sure you have the right name, say: • “It’s Mr….., isn’t it?” • If you do not know a guest’s name, say: • “May I know your name, sir/madam?” • If you need the full name, add: • “And your initials, please?” • “And your first name, please?”
