最新动态:
当前位置:口语资料>旅游英语>酒店英语:万豪酒店的成功之道
推荐文章
相关文章

酒店英语:万豪酒店的成功之道

发布: 2019-09-24 17:43  来源:未知 编辑:admin 查看: 字体: [ ]

(单词翻译:双击或拖选)

1.我们群策群力,互相尊重,对待同事如同对待自已的家人和贵宾一样。我们坚守万豪先生的信念:“同事之间互相关怀照顾,必定能为客人提供更周到体贴的服务。”

We practice teamwork and treat each other with the same respect we afford our family and best guests. We adhere to Mr. Marriott’s belief that "If we take care of each other, we will be able to take better care of our guests."

 

2.真诚待客,体贴关怀,以确保客人不断再来光顾是我们最重要的宗旨。对客人表现出真诚热情的态度,时刻全心全意的关注。

Genuine care and comfort of our guests to ensure their return is our highest mission . Display genuine and enthusiastic interest in the guest, and always pay complete attention.

 

3.笑脸迎人,亲切招呼每位客人。以热情有礼,和蔼可亲的态度与客人交谈。尽可能用客人的名字来称呼对方。谨记用适当的言辞,避免使用俗语和酒店术语。

Smile and greet every guest. Speak to the guest in a warm, friendly and courteous manner. Use their name as often as possible. Always use appropriate vocabulary. Avoid slang and hotel jargon.

 

4.感谢客人光临,亲切地向客人说再见,令他们临离开之前对酒店留下温馨难忘的好印象。

Thank the guest for their business and bid them a fond farewell. Make their last impression of the hotel warm and positive.

 

5.预先估计客人的需要,灵活配合。贯彻“主动待客”的原则,留心客人的神态,察颜辨色,以提供体贴周到的服务,令客人喜出望外。

Anticipate guest needs and be flexible In responding to them. Practice "Proactive Hospitality". Pick up on non-verbal cues to initiate personalized service and delight all guests.

 

6.对酒店的情况了如指掌,随时能够回答客人的问询。总是首先推荐本酒店的餐饮服务。亲自为客人引路,单是指出方向并不足够。如果走不开,至少陪客人走几步。

Be knowledgeable about hotel information to answer guest inquiries. Always recommend the hotel’s food and beverage outlets first. Escort guests rather than pointing out directions. When this is not possible , take the guest the first three steps.

 

7.遵守电话礼仪。自我介绍。尽快接听,不要让电话铃声声响超过三声。用适当的话语问候来电者。若要转驳来电或要对方等候,必须先得到对方同意。尽量不要转驳来电。

Follow telephone etiquette .Introduce yourself. Always answer within three rings. Use appropriate greetings . Always request the guest’s permission to transfer their call or place them>

 

8.遵守制服及仪容标准,包括佩带自己的名牌,穿着大方得体的鞋袜。随身携带"基本须知"卡。保持个人卫生最为重要。

Follow uniform and appearance standards, including name tags, appropriate footwear and "The Basics" card. Personal hygiene is of the utmost importance.

 

9.了解本酒店和所属部门的目标。你有责任与同事分享你的意见和建议,尽你所能不断提高营业额、盈利、客人满意程度和同事的士气。

Know the goals of your department. It is your responsibility to share your ideas, Suggestions and energies to continuously improve sales, profit, guest satisfaction, and associate morale.

 

10.你得到本酒店授权和信任,尽你所能处理客人的需要。必要时,应请同事帮忙。思考如何以创新的方法说"是"。

You are empowered and trusted to handle guest needs and problems to the best of your ability. Seek assistance , if needed. Think of creative ways to say "Yes".

[收藏]  [打印]  [关闭]

关于我们 使用指南 友情链接 联系我们 图书代购 充值说明

有任何问题,请给我们留言, 管理员邮箱:oralp@126.com 联系电话:0535-2129302

网站管理员:10001  在线客服:10005 10006 客服QQ:点击这里给我发消息

© Copyright 2008-2010 口语陪练网     鲁ICP备10014333号-14