What are the five lines and six tones in hotel language?

One language is beautiful

1. The basic requirements of politeness are: ① speak respectfully and have a stable attitude; ② Speak politely, concisely and clearly; ③ Speak with euphemistic enthusiasm; (4) pay attention to the art of language when speaking, and strive to be beautiful and euphemistic; ⑤ Pay attention to manners and expressions when talking to guests.

2.' three lightness': walking lightly, speaking lightly and operating lightly.

' three don't care': don't care about the unattractive language of the guests; Regardless of the impatient attitude of the guests; Regardless of the unreasonable demands of individual guests.

' Four Diligences': Mouth Diligence, Eye Diligence, Leg Diligence and Hand Diligence (Brain Diligence).

' four don't talk': don't talk rude words; Do not swear; Do not speak sarcastically; Don't talk about services.

' five tones': guests are greeted when they come, answered when they ask questions, apologized for their work mistakes, thanked for their help, and sent away when they leave.

' Six polite expressions': greetings, solicitations, apologies, thanks, honorifics and farewell.

' Eleven words of polite expressions': Please, hello, thank you, sorry, goodbye.

' Four service taboos': contempt, negation, contradiction and irritability.

3. honorific service

Basic requirements: ① The language intonation is pleasant and clear; ② The language content is accurate and substantial; 3 sincere and cordial tone; ④ Speak Mandarin well; ⑤ Language expression is just the opposite to benefit.

4. Basic expressions

1) Basic service expressions

①' Welcome',' Welcome' and' Hello' are used by the welcoming staff when guests come to the restaurant.

②' thank you' and' thank you' are used when guests bring convenience to the waiter's work.

(3)' Please wait a moment' or' Please wait a moment' is used to say that we can't provide services to our guests immediately, and we are really sorry and responsible.

(4)' Please wait a moment' or' Please wait a moment', which are used to apologize for disturbing or causing inconvenience to the guests.

⑤' I have kept you waiting', and I apologize warmly for the waiting guests.

⑥' I'm sorry' or' I'm terribly sorry', which is used to say in good faith and courtesy for disturbing or causing inconvenience to the guests.

⑦' Goodbye',' Take your time' and' Welcome to visit next time' are used to say warmly and sincerely when guests leave.

2) Daily service terms

① When the guests enter the restaurant

-Good morning, sir (miss). How many are you?

-this way, please.

-please follow me.

-please sit down.

-just a moment, please. I'll arrange it for you right away.

-just a moment, please. your dining table will be ready (cleared) right away.

-Please have a look at the menu first (please order cold dishes first)

-Would you like to sit here, sir (miss)?

-excuse me, would you like to share a dining table with that gentleman?

-excuse me, are there any seats here?

-excuse me, can I hold a chair with this?

② When ordering for guests

-Excuse me, may I take your order now?

-What kind of drinks do you prefer? We have ...

-What kind of wine do you prefer?

-Do you like ...

-Are you interested in tasting today's special dishes?

-do you prefer tea or noodle soup?

-do you like sweets? How about a fruit salad?

-excuse me, what else do you need? We have fresh and delicious cold dishes here.

-I'm sorry, this dish needs a timely time. Would you please wait a little longer?

-I'm sorry, this dish has just been sold out.

-ok, I'll contact the chef, which will make you satisfied.

-If you don't mind, I recommend ...

-You are in a hurry, right? Then I recommend these fast food for you.

③ When serving food for guests

-Can I serve you hot food now?

-excuse me, please make way.

-I'm sorry to have kept you waiting. This dish is ...

-I'm sorry to have kept you so long.

-excuse me, I made a mistake about your dish.

-I'm terribly sorry. We'll make it again for you right away.

-here is your order, sir.

④ When serving guests

-Sir (Miss), your dishes are all here, please enjoy your meal.

-what else would you like to drink?

-do you have enough food?

-I'm sorry, I'll let you know as soon as I ask.

-are you XX, sir? Your phone.

-I'm sorry to bother you, miss. May I clean the desk?

-thank you for your cooperation.

-thank you for your help.

⑤ Check out after dinner and see the guests off

-Your bill, sir.

-sorry, please pay in cash.

-please pay XX yuan, thank you.

-Sir (Miss), here is your change and receipt. Please keep it. Thank you.

-I hope you can give me your valuable comments on the dishes here.

-thank you very much for your opinion.

-thank you very much for your enthusiastic advice.

-Thank you. Welcome to come again.

-goodbye and welcome to visit again.

When serving guests, we should pay attention to the following points:

(1) When talking with more than three people, we should use a language that we all understand;

(2) Do not imitate other people's language, tone and conversation;

(3) No chatting, talking loudly, laughing loudly or making noise;

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

(6) Don't tell excessive jokes;

(7) No foul language, contemptuous and insulting language;

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

(9) Don't speak any language that will damage the image of the hotel.

Language should pay attention to art and improvisation

There are always some tense atmosphere or awkward scenes in service, so we should improvise and compliment with clever language to ease the tense atmosphere.

Case 1:

On February 5th, at 2: 23 pm, a guest was waiting for him in the lobby bar of (Mr. Hu) Guangzhou Building, but it was delayed for the guest. Although the environment of the lobby bar is elegant and warm, Mr. Hu is a little restless. After all, the success or failure of this business is related to the rise and fall of the company.

sir, would you please put your feet down? Xiao Lin, the waiter, gently reminded me while adding boiling water. Only then did Mr. Hu realize that he had inadvertently put his feet on the opposite chair and swayed, which caused other guests to watch frequently. The impatience of waiting has made Mr. Hu extremely annoyed. Without thinking, he stared at the waiter with resentment and said word for word, "I won't let go. What can you do with me?"

There was a moment's silence, and the waiter smiled: "Sir, you are so humorous to ask me such a question. I think you are full of quality. " Say that finish, she smiled and turned to leave, and never looked back. Later, when Mr. Hu bent down to borrow the ash, he put his feet down.

from the above cases, we can see that the waiter Xiao Li first eased the tension with just the right clever compliment, and then left in time to give the guests a step down, so that the guests who originally wanted to be angry eased down and felt embarrassed to do that again. Finally, put your feet down. Xiao Li's language art and improvisation not only maintain the lobby image and service image of the hotel, but also leave enough face for the guests. How important language art and adaptability are in hotel service.

the way of language communication

As service personnel, we are faced with different guests and groups with different personalities, moods and expectations every day. Therefore, we should not only have personalized expression and communication, but also master many expressive ways and skills to serve our guests. At the same time, as waiters, we should also understand the guests' hobbies through communication and exchange. The communication methods of hotel service communication mainly include audio language, written language and silent communication.

1. Verbal communication

(1) Language, when you communicate with language, you can achieve different effects by using this tone or another expression of the same sentence. And in the hotel service communication, the language is quite rich. We should pay attention to the use of polite expressions in use.

(2) Tone and intonation. We should pay attention to our tone and intonation in the process of serving guests. The tone should be elegant, kind and appropriate. Not too high and low, so as to better serve the guests.

2. written language communication

written language communication is also common in the service industry, and it is often through written language communication that we can know whether the guests are satisfied with our service. At the same time, we can also publicize the culture and characteristics of the hotel through written language communication.

3. Silent language communication

In hotel service communication, we not only rely on verbal communication and written language communication to convey our thoughts and feelings. It is to combine silent language communication (expressions, gestures). Serve the guests through these three languages. Only in this way can we do our best and make our guests satisfied with our service.

(1) emoticons, he is a way of expression communication from the face. He is a silent language, but he is more colorful and expressive than verbal communication, and plays an important role in conveying information. Such as; In serving guests, we should pay attention to our expressions and smile

(2) Sign language and appropriate gestures when speaking. When talking about narration in Kan Kan, with infectious and convincing gestures, it can play a role in rendering the atmosphere, attract the attention of the listener, and make the words more vivid and enhance the expressive power of the audio language. Sometimes in some cases, gestures can also reflect people's inner thoughts and attitudes towards others, and enthusiasm and reluctance can be clearly reflected in gestures. In the service industry, sometimes silent language communication can also play a role of "silence is better than sound".

But when we are serving our guests, we should serve our guests with an infectious and convincing gesture and expression (smile) combined with verbal communication. This will enable us to serve every guest better. So as to improve our service quality and reputation.

every service personnel should master polite and standardized service terms. Polite and standardized service terms are very important in hotels. He is the core of hotel service quality and an important factor for hotels to win customers.

paul fussell, a famous American professor, once famously said, "Language can best express a person. I can understand you as soon as you open your mouth. " "How a person speaks and what he says, of course, shows his taste without exception."

The worst consequence of using service taboos is that they often hurt people. This kind of harm is mutual, and it hurts the service object as well as its own image. There are mainly the following four categories: 1. disrespectful words

When speaking to the elderly clients, you must never say anything like "old guy", "old thing", "old waste" and "old useless". Even if it is not necessarily the other party, the other party must be very disgusted. As for addressing the elderly by such names as "old man" and "old woman", it is also inappropriate.

When talking with patients, try not to mention words like "sick ghost", "sick number" and "sick seedling". There is no special reason, and don't mention whether you are healthy or not. It should be understood that the vast majority of patients are "afraid of diseases and doctors."

Never use the word "disabled" when facing the disabled. Some expressions that don't respect the disabled, such as "fool", "idiot", "dwarf" and "the blind are thin and proud? Printed thin I printed thin I printed thin I printed thin I printed thin I printed thin? Hey? Send ash to shrug off the jacket? br> When you are in contact with people with unsatisfactory figure, you should not call a spade a spade about what you are most dissatisfied with, such as the "fat" of your partner and the "short" of a low person.

2. unfriendly language. under any circumstances, service personnel are absolutely not allowed to use unfriendly or even hostile language to the clients. Only people who are in the wrong position or who are not going to do a good job in service will do that.

when the client asks the service personnel to provide services for him, the latter must not ask in a tone of contempt: "Can you afford it?" "Is this something for people like you?"

when the client expresses that he doesn't like the goods and services recommended by the service staff, or after some selection, he feels dissatisfied and is ready to turn around and leave, the latter whispers behind the former: "Why come here without money?" "What's the big money?" and "You look poor at first sight." All these are unfriendly words and deeds.

Some service personnel even contradict each other, saying, "Who's afraid of who? I don't want to wait on people like you", "What are you?" "Look at your virtue", "This is my attitude", "I can tell you where I want to go" and "I will stay with you to the end" and so on.

3. words of impatience

service personnel should do their jobs well and improve their service quality, and they should show their enthusiasm and patience when receiving clients. If the result is not very satisfactory, no matter what your original intention is, you are not allowed to answer "I don't know" or "I have never heard of it".

when the client asks about the specific service price, he can't tell the other party, "Isn't it written on it?" "Open your eyes and see for yourself!" "No eyes?"

When the client asks for service or help, he can't tell the other party: "What's the hurry", "Find someone else", "What's the fun", "It's not my business there", "Wait honestly", "What's the noise", or talk to himself "I'm exhausted" and "I'm bored to death".

4. You're welcome.

Service personnel must say a lot of polite words in their work, but they must never say a word if they are not welcome.

When discouraging clients from touching and touching, you can't say anything: "Be honest", "fiddle with something" or "pay for it if it is broken".

when the customer needs to pay the change, or there is no change to change, it is extremely inappropriate to directly ask the customer to "bring the change" or tell the customer that "there is no change".

directives

avoid imperative. For example, guests can't wait to go into the kitchen to rush the dishes. If you go out, sir, you can't go in the kitchen! Such an imperative tone will make the guests feel embarrassed and unhappy. If you say, Sir, if there is anything I can do for you, please take a seat and I will come later. Maybe.