我们将⾃然恰当地尊称客⼈姓名，通过友善的⾝体语⾔、微笑及真挚的眼神去接待客⼈。
We will carefully watch and listen to each guest so that we can understand and anticipatetheirneeds, and respond in a timely manner.
我们将细⼼观察、仔细聆听以便理解客⼈的需求，并及时做出相应的回应。
We will maintain an alert posture so that we can proactively and respectfullyacknowledge guests andfellow colleagues, even when passing by, offeringassistance when needed.
我们将主动、礼貌地招呼客⼈及其他同僚，时刻准备提供帮助，即使只是从⾝旁经过也不例外。
We will take ownershipof each guest request or need to ensure that guests do not have torepeatthemselves.
我们将发挥主⼈翁精神，了解客⼈的要求和需要；并将资料详细转告其他同僚；使客⼈不必再次重复。
We will never say “no” to a guest, but offeralternative solutions. 我们绝不对客⼈说“不”，但提供其他⽅案以供选择。
We will record guest preferences in order to surprise and delight our guests andensure that theirpreferences are acted upon appropriately whenever possible.
我们将主动记录客⼈的喜好和习惯以便采取相应⾏动取悦客⼈，并确保客⼈的喜好资料随时随地得以妥善运⽤。
When directing guests around the hotel, we will always at least partly escort them,never simply pointing. 我们将尽量陪同/指引客⼈到达其酒店内的⽬的地，绝不⽤⼿指以指⽰⽅向。
We will answer telephones before the fourth ring,and always speak calmly and clearly. 任何来电需在铃响四声前接听, 贯彻使⽤清楚、⾃然及简洁的语⾔应答。
When talking withguests by telephone, we will ask permission before placing guests on hold,announceto whom they are being connected, and always allow the guest to be theone to end the call.
在电话对话中，要先征求客⼈同意后⽅可让他们等候；在转接电话前需清楚告知客⼈要将电话转接⾄哪⾥；等客⼈先结束通话⽅可挂电话。
We will listen to guest complaints calmly andsincerely, apologise for any inconvenience, agree uponan action which willfollow, and ensure the action occurs.
在处理客⼈投诉或意见时，我们将仔细聆听，态度平静、真诚；对任何不便之处道歉，然后确切地说明将要采取的措施并⽴即⾏动。
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