服务礼仪中英文

Manners and Behaviors 礼貌举止




Guests are never impressed to see a member of staff yawning or shouting across a room to a colleague. 客人看到酒店员工打呵欠或大声 喊叫时，对酒店是不会产生好印 象的； Scratching always gives the impression that you are unclean; biting nails suggests lack of selfdiscipline. 搔痒的动作会使人感觉很不干净, 咬指甲使人认为你缺乏自我控制；
Service Courtesy 服务礼仪
Courtesy 礼仪




When you find yourself in a lift with guests inside, do not get out in front of them. 当你和客人乘同一电梯时，不要抢在客人前出电梯； Always open doors for guests, if you can, and greet them with a smile. 有可能的话，一定要为客人开门，并微笑着向他们打招呼； When a guest approaches you at your desk, always ask them to sit down. If they refuse, do not remain sitting but stand up to join them. 当客人接近你的办公桌时，一定要请他们坐下。如果他们 拒绝坐下，你不要继续坐着，应站起来与客人一起站着；







பைடு நூலகம்
When walking through a public area, never walk across in front of guests, and never push between two guests, especially if they are talking 通过公共区域时，一定不要抢在客人的前面走；永 远不要从两个客人之间挤过，尤其是在他们交谈时； When in a public area, never stand next to your friend holding hands. 在公共区域永远不要与同事手拉手地走在一起 Show “funny pictures” and tell jokes only during your break, not when you are on duty. 同事之间开玩笑，讲笑话不能在工作区域内，要时 刻保持专业形象； When cleaning the guest rooms, never sit down and start watching television. 永远不要在打扫房间时坐在客人房里看电视。






In the restaurant, always be ready to greet your guests with a friendly smile. Then guide them to a table and help them to sit down by holding the chair. 在餐厅，要始终准备以友好的微笑欢迎你的客人。然 后引导他们到餐桌前，拉开椅子帮助他们坐下； Never enter a guest room without knocking first and waiting for a reply. 记住： 进入客人房间前，一定要先敲门，得到客人答 复后再进入； Always say goodbye to guests when they leave. A friendly word will make them want to return. 客人离开酒店时一定要和他们说再见。一句亲切友好 的话会让客人觉得很温暖，愿意再次光顾。