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COURTEOUS ENGLISH
礼貌语言
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“
Your newspaper , Sir
”
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先生，您要的报纸
-
“
Your Blanket , Mr Green
”
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格林先生，您要的毛毯
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“
Your Towels , Mrs Brown
”
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布朗夫人，您要的毛巾
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“
Your Telex , Mr Michel Horn
”
-
迈克霍先生，
，您的电报
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“
Your Transformer,Madam
”
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小姐，您的变压器
-
“
Your Ball Pen,
Mr Wong”
-
王先生，您要的圆珠笔
-
“Your Sets Laundry Lists, Mr Chan”
-
陈先生，你的洗衣单
-
“Your Match , Ms Apples”
-
苹果女士，您的手表
-
If the guest is occupied or does not notice you , say: “Excuse me”
“Excuse me, Sir , Your Newspaper
“
-
如果客人很忙或者没有注意到你，
可以说
“不好意思”
“对不起打扰您，
先生，
您要的报纸”
COURTEOUS BEHA
VIOUR
文明礼貌举止
-Approach the guest in such a way that he can see you coming .
-
以让客人能注意到你的方式
靠近客人
-Stop about a metre from the guest and look at his eyes.
-
与客人保持
1
米的间距，同时看着客人的眼睛
-
Speak clearly ( “Your welcome tea , Sir”) and then present or
serve it .
-
说话清楚（
“先生，您的茶”
）
，然后上茶
-If the guest does not notice you or if his occupied, always get his attention by excusing yourself
(Excuse me ). Be careful not to startle the guest by speaking to him from behind .
-
如客人未注意到你或客人正忙，应说：
“对不起，打扰一下”
，注意不要在 客人身后说话，
以免吓到客人。
-NOTE: If you are presenting something to a guest you have not dealt with earlier (i.e. he gave his
order
to
someone
else
and
you
are
just
delivering
it
)
remember
to
greet
the
guest
before
presenting, e.g. “Good Morning , Sir . Your welcome tea”.
-
记住在赠送前要礼貌地问候，如：
“早上好，先生，你
COURTEOUS ENGLISH
礼貌语言
-General Service
-
一般服务
Sometimes the guest seems to want something , but we don’t know what. Sometimes the guest
calls us but we are not sure what he wants . In these cases , we make a general offer of service:
“May I help you , Sir?”
有时客人看上去想要某种服务，但是我们 并不清楚是何种服务时，或在联系了我们但并不
确定客人的需求的场合中，应提供一般的服务要求：我能 为您做些什么？
-Specific Service
-
特别服务
We often need to offer a specific service ,
有时我们需要提供特别的服务
e.g.
Clear the plate ,
例
清洗盘子
Carry a bag ,
拿包
Collect the laundry , etc
收拾洗衣，等
Before we perform the service , we often need to check :
在提供服务时应先向客人核实
“May I clear your plate , Sir?”
“先生，需要清洗盘子吗？”
“May I carry your bag ,Mr Smith?”
“史密斯先生，需要提包吗？”
“May I turn down your beds , Sir ?”
“先生，需要调低床位吗？”
“May I clean up your room , Madam?”
“女士，需要收拾房间吗？”
“May I collect your glasses and ashtrays for cleaning?”
“需要清洗玻璃和烟灰缸吗？”
“May I vacuum the carpet , Mr Victor Pool?”
“维克多扑司先生，需要清理地毯吗？”
“May I empty the rubbish bin , Madam?”
“女士，需要到垃圾吗？”
“May I change your towels , Sir?”
“先生，需要更换毛巾吗？”
COURTEOUS BEHA
VIOUR
文明举止
-Always
acknowledge
the
guest
who
needs
service,
Even
if
you
cannot
take
care
of
him
immediately, give a signal that you will look after him as soon as possible. Smile , bow slightly
towards him
–
let him see that you will be happy to serve him.
-
经常答谢 需要服务的客人，如不能立即为他服务，应告知客人会尽快做到，同时对客人微
笑，稍稍鞠躬，
---
让客人明白你很乐意为他服务。
-When you approach the guest to offer service, make sure that he can see you before you speak .
D
on’t speak up behind the guest and give him a shock .
-< br>当接近客人准备为其服务是，应确定他能在你说话前看到你，不要站在客人背后说话，让
客人受到 惊吓。
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