Hotel service terms

Hotel service terms: welcome to our hotel, welcome to stay in this building and welcome to visit.

Greetings of hotel service terms: hello, good morning, good afternoon, good morning, good morning, good afternoon, good evening, hard journey.

Congratulations, happy holidays, merry Christmas, have a safe trip and welcome you to come again next time.

Hotel service language apology: I'm sorry to bother you, it was rude, please forgive me.

Thank you and I appreciate it.

Yes, ok, I see. Thank you for your kindness. You're welcome. It's okay. This is what I should do.

Question: What can I do for you? what can I do for you? ) What can I do for you? Do you have anything else? Do you like (need, can,,,)? Would you please,,,,?

Basic courtesy expressions 10 words: hello, please, thank you, sorry, goodbye.

Common polite expressions 1 1: please, you, thank you, I'm sorry, please forgive me, it's okay, it's okay, you're welcome, good morning, hello, goodbye and so on. Polite service terms should pay attention to the following points when serving guests:

(1) When three or more people talk, they should use a language that they can understand each other;

(2) Don't imitate others' language, tone and dialogue;

(3) Don't get together to chat, talk loudly, laugh loudly and make noise loudly;

(5) Do not refute, satirize or dig at the guests under any pretext;

(6) Don't tell excessive jokes;

(7) Do not use foul language, contemptuous and insulting language;

(8) Don't quarrel, quarrel, and talk loudly;

(9) Do not use any language that is detrimental to the image of the hotel. 1. Formal requirements

(1) just right. Service is neither a lecture nor a sermon. Service personnel should express clearly, kindly and accurately when serving, and don't talk too much. Mainly to inspire customers to talk more, so that they can be respected and relaxed here, release psychological pressure, and express their willingness to consume and their views on the restaurant as much as possible.

(2) Audio service. Service without sound lacks enthusiasm and charm. In the process of service, you can't just bow and scrape, no greetings, only gestures, no language cooperation.

(3) Service in a low voice. The traditional service is to call for service, order food in the hall, and the singers have to pay for it. The modern service pays attention to light service, keeping a quiet world for guests, and requires three lightness (that is, speaking lightly, walking lightly and operating lightly).

(4) Clear service. Some service personnel are often shy or can't speak Mandarin well, so they can't provide clear services to the guests during the service process, which causes the guests' dissatisfaction. In particular, the names of newspapers often make customers puzzled and have to ask again. This hinders the communication between the host and the guest and delays the normal work.

(5) Putonghua service. Even restaurants with outstanding local flavor and style need to use dialect services to show their individuality, which cannot hinder normal communication. Therefore, waiters in such restaurants should also speak Mandarin, or managers above the foreman should also speak Mandarin, so as to use bilingual services, which can not only reflect their own personality, but also make communication smooth and clear.

2. Procedural requirements

(1) Welcome guests to the store.

(2) There is a farewell sound when guests leave the store.

(3) When guests help or show off, they are grateful.

(4) When guests are sick or see guests, they are greeted.

(5) Apologize for the poor service.

(6) There is a reminder before the service.

(7) The guest calls and responds.

It is helpful to check and guide the language specification of waiters to make corresponding requirements for service language in procedures.

Classification and Application of Service Language

1. address format

For example: Miss, Sir, Lady, Madam, Lady, Sister, Aunt, Comrade, Host, Teacher, Big Brother, etc.

The processing of this language has the following requirements:

(1) just right.

(2) clear and cordial.

(3) If you are not sure, you can address ordinary people as Mr. or Ms. ..

(4) flexibility.

For example, you already know that the guests are a mother and daughter coming to dinner together. It is inappropriate to call her daughter miss and her mother miss. It's time to call her aunt or lady. It seems that it is not enough for a lady with a certain status to come to dinner. You should call her teacher or lady at this time. It is proper for an old customer with status to call Mr. Wang when he comes to dinner for the first time. If he knows that it is General Manager Huang or General Manager Hu, or Director Zhang or Director Tan, he should not call Mr. Wang. Therefore, service personnel must remember the surnames, titles and positions of old customers and address them accordingly. In the usual reception work, guests are generally not called comrades or secretaries, but if they are meeting meals, it becomes reasonable to call them comrades or secretaries.

send one's regards to

For example: hello, sir! Good morning! Good afternoon (when meeting in the afternoon) Good evening (when meeting in the evening) Merry Christmas! Happy National Day! Happy Mid-Autumn Festival! Happy new year!

The processing of such languages has the following requirements:

(1) Pay attention to the sense of time and space. Greetings cannot be "hello, sir!" " In short, guests should have a sense of time and space, otherwise it will sound boring. For example, you say "Happy Mid-Autumn Festival, sir" to your guests on the Mid-Autumn Festival. It strengthens the festive atmosphere.

(2) Seize the opportunity. Say hello at the right time. Generally speaking, it is most appropriate to say hello when the guest is 1.5 meters away from you. For guests who are far away, you should only smile and nod, and don't say hello.

(3) cooperate with nodding or bowing. It is impolite to greet guests without nodding or bowing. For example, waiters in some restaurants will ask guests, "Where is the bathroom?" Sometimes, it is impolite to just use a far-end gesture to indicate the position, without language cooperation, or even just send away the guests with Nunu's mouth. If the waiter not only uses the far-end gesture, but also says to the guest, "Sir, please go straight ahead, it's on the corner on the right!" " "The guests will feel much better.

(4) When guests enter the door, they can't say "How many people are there?" "Do you eat?" At this time, we should only welcome and say, "Sir, please come with me!" " "You can't ask any more questions before you arrive at the lobby or elevator. For example, "What's my name, sir? When the other party says "My name is Liu". " Then, "Mr. Liu, how many people do you have today? ..... "This topic can be deepened.

3. Consulting language

The inquiry language is the inquiry language for soliciting opinions. Example: Sir, do you think we can serve now? Are you ready to open the wine, sir? Can I take this plate away, sir? Miss, what can I do for you? Miss, if you don't mind, may I adjust your seat?

Consulting language is often an important procedure of service. If omitted, it will cause confusion in service. Improper use of consulting language will make customers very unhappy. For example, the guest has ordered, and the waiter didn't ask the guest, "Sir, can I serve now?" "Sir, can you open your wine?" I took the liberty of serving food and opening wine. At this time, the guests may still be waiting for other important guests, or there are some important conversations that are not over. If you do this, the guests will be unhappy.