酒店(jiǔdiàn)礼仪二CourseOutline课程(kèchéng)大纲Askingguesttodosomething请求(qǐngqiú)宾客做某事Guestofferssomethingoutofpoliteness宾客出于客气而赠送(zènꞬsònꞬ)某物时Politedenial委婉(wěiwǎn)的否认Itisimportantthattheguestdoesnotfeelhehasbeenignored.重要的是，不要(bùyào)让客人感到被忽视了。Longdelays(morethan5minutes)长时间延误(yánwù)（超过五分钟）Apologizingforaninconvenience对所造成(zàochénꞬ)的不便致歉Acceptingcomplaints/criticism接受(jiēshòu)投诉、批评Whentheguestasksifhemaytakesomething宾客(bīnkè)要求带走某物时Whentheguestapologizesbysaying“sorry”当宾客(bīnkè)说“抱歉”、“对不起”时Breaking(awayfrom)aconversation打断客人(kèrén)(中断谈话)Suggestiveselling推介(tuījiè)式销售Whydowedothat?我们(wǒmen)为什么这样做？感谢您的观看(guānkàn)。内容(nèiróng)总结