Vous accueillez des touristes tous les jours. Vous vous débrouillez. Mais il y a une différence entre « se débrouiller » et un client qui écrit dans son avis Google : « The staff spoke excellent English and made us feel at home. » Cette différence tient à une cinquantaine de phrases, dites naturellement, pas comme dans le manuel.
Accueil (riad, hôtel, restaurant)
| Manuel | Naturel |
|---|
| Welcome. Please, sit down. | Welcome! Come on in, have a seat. |
| Do you have a reservation? | Do you have a booking with us? / Are you checking in? |
| Please give me your passport. | Could I grab your passport real quick? |
| The room is on the first floor. | You're up on the first floor, I'll show you the way. |
| Do you want water? | Can I get you some water? Or a mint tea? |
| The breakfast is from 8 to 10. | Breakfast is served from 8 to 10, right out on the terrace. |
Expliquer et recommander
- If you're looking for a good local place, I'd recommend...
- It's about a 10-minute walk, I can draw you a quick map.
- Honestly, the best time to go is early morning, before it gets busy.
- Would you like me to book that for you?
- Just so you know, the souks close around 8.
- Feel free to ask if you need anything at all.
Vendre sans être insistant (boutiques, souks, artisanat)
Le hard sell ne marche pas avec les Américains, Britanniques, Canadiens, Australiens. Ce qui marche : l'histoire de l'objet, et laisser respirer.
- This one's handmade, it took about three weeks. (l'histoire)
- Take your time, have a look around. (l'espace)
- That's a really popular one, good choice. (validation légère)
- I can do a better price if you take two. (l'offre)
- No pressure at all. (magique : ça détend, ils achètent plus)
Évitez : « My friend, come, come, just look, good price for you », c'est ce que tout le monde dit et ça fait fuir.
Gérer un problème
C'est ici que se gagnent ou se perdent les 5 étoiles.
- I'm really sorry about that, let me take care of it right away.
- That shouldn't have happened. Here's what I can do...
- Let me check on that and get back to you in five minutes.
- Thank you for letting us know, we'll fix it tonight.
- Is there anything else I can do to make it right?
Ne dites pas « It's not my fault » ou « The other staff did it ». Prenez la responsabilité, réglez, passez à autre chose.
Guides et chauffeurs
- On your left you'll see..., it dates back to the 12th century.
- We'll stop here for about 20 minutes, the restrooms are just over there.
- Watch your step, it's a bit uneven.
- Any questions so far?
- If you want to take pictures, this is the spot.
- We're running a little behind, so let's keep it moving.
Départ et avis
- How was everything? Anything we could've done better?
- It was a pleasure having you.
- Safe travels, and if you have a minute, a Google review would mean a lot to us.
- Come back and see us!
Les 3 erreurs de prononciation qui font répéter les touristes
- Le H : hotel, hammam, hour, hour a un H muet, hotel non.
- Le TH : thank you pas sank you, the terrace pas ze terrace.
- L'accent tonique : HOtel est faux, c'est hoTEL. REStaurant, TERrace, BREAKfast.
Formation pour votre équipe
Fluenti forme le personnel de riads, hôtels, agences et restaurants à Marrakech : sessions individuelles ou petits groupes (4 maximum), sur vos situations réelles, avec facture ICE. Un membre d'équipe qui parle bien anglais vaut des dizaines d'avis 5 étoiles.
Anglais des affaires & formation entreprise, devis sur WhatsApp.