Fraseología adecuada

Como ya sabemos, una gran parte de la auditoria de FORBES tiene que ver con Cortesía y Modales, para lo cual
especifica que el personal es articulado, que no habla con muletillas ni exceso de frases entrecortadas además de no
usar slangs o frases informales. Es por eso que aquí les presento una guía para evitar lo que no debemos decir y
practicar las frases formales correctas
GREETINGS O SALUDOS

DON´TS/INFORMAL DO´S/FORMAL
• HI/HEY • HELLO
• WHAT´S UP? • GOOD MORNING, WELCOME
• HOW´S IT GOING? • GOOD AFTERNOON, WELCOME
• WHAT´S GOING ON? • GOOD EVENING, WELCOME
• HOW HAVE YOU BEEN? • HOW ARE YOU TODAY?
• HOW ARE THINGS? • HOW ARE YOU DOING?
• WHAT´S NEW? • WELCOME BACK
• HOW´S YOUR DAY? • WE ARE DELIGHTED TO HAVE YOU BACK
• GOOD TO SEE YOU • IT´S A PLEASURE TO MEET YOU
• HI GUYS • HELLO EVERYONE (SR. MISS, MADAM, MR. MRS.)
 Fraseología adecuada
RESPUESTAS ADECUADAS

SI TE PREGUNTAN A TI COMO ESTAS MEJOR RESPÓNDE ASI/DO´S

EVITA DECIR/ DON´TS • I´M GREAT, THANK YOU FOR ASKING, ¿AND YOU?
• NOT BAD • ¡I´M FINE!, THANK YOU FOR ASKING
• I CAN´T COMPLAIN • I´M DOING GOOD/VERY WELL, HOW ARE YOU?
• SAME OLD, SAME OLD • VERY WELL, THANK YOU FOR ASKING
• NOTHING NEW
• SO, SO CAMBIA EL OKAY, SURE, YEAH, NO PROBLEM POR:
• SUPER GOOD ¿CAN I GET A MARGARITA?: CERTAINLY OR ABSOLUTELY
• NOT BAD AT ALL ¡ IS IT POSSIBLE I CAN LEAVE MY STUFF HERE?: BY ALL MEANS MR. SMITH
• LIVING THE DREAM IS IT OKAY IS ME JOR USA: ¿IS IT ACCEPTABLE?
• SUPER DUPER PARA MOSTRAR ACUERDO: I AGREE, I UNDERSTAND, ALL RIGHT
• NOT SO GOOD
 Fraseología adecuada
CUANDO TE AGRADECEN/ THANK YOU SO MUCH

DON´TS DO´S
• NO PROBLEM • YOU ARE VERY WELCOME
• YOU BET • IT IS MY PLEASURE
• YOU GOT IT • IT WAS A PLEASURE MR. SMITH
• ANY TIME • IT IS ALWAYS A PLEASURE
• THAT WAS NOTHING • YOU ARE MOST WELCOME MADAM

CUANDO TE DAN UN CUMPLIDO/ YOU ARE AMAZING, YOUR SERVICE IS TOP NOTCH

DO´S
• YOU ARE VERY KIND MR. SMITH
• I APPRECIATE YOUR KIND WORDS
• I APPRECIATE YOUR KINDNESS
• THAT IS SO NICE TO HEAR, I
APPRECIATE IT, THANK YOU
 Fraseología adecuada
MOSTRANDO GENUINO INTERES POR EL HUESPED

- HOW ARE YOU TODAY MR. SMITH?
- I´M NOT SO WELL, I´M A LITTLE
UNDER THE WEATHER
- I´M SORRY TO HEAR THAT, ¿IS
THERE ANYTHING I CAN DO TO
MAKE YOU FEEL BETTER?
- HOW ARE YOU TODAY MR. SMITH?
- I´M FANTASTIC, I´M HAVING A
BLAST
- THAT IS SO NICE TO HEAR, I WILL
MAKE SURE TO KEEP IT THAT WAY
DURING YOUR STAY AT THE POOL

APPROPRIATE CLOSING REMARKS

DO´S
• ENJOY YOUR MEAL, I WILL BE AROUND.
• ENJOY THE REST OF YOUR DAY
• IT WAS GREAT TALKING TO YOU, I WILL SEE YOU TOMORROW, TAKE CARE.
• IT WAS A PLEASURE TAKING CARE OF YOU TODAY, I LOOK FORWARD TO SEEING YOU
TOMORROW, ENJOY YOUR DINNER