(精選文檔)酒店英語(yǔ)培訓(xùn)手冊(cè)(72p)

1、蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁

2、肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅

3、襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆

4、肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃

5、罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈

6、膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊

7、肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿

8、裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃

9、聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇

10、羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞

11、膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆

12、羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃

13、袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇

14、聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁

15、羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆

16、膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕

17、羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄

18、袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿

19、肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊

20、袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀

21、膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄

22、羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈

23、袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃

24、肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿薄蚈袇肈蚇羄膆肇莆螇肂肆蒈羂羈肆薁螅襖肅蚃薈膃膄莃螃聿膃蒅薆羅膂蚇螁羈膁莇蚄袇膀葿袀膅膀薂蚃肁腿蚄袈羇膈莄蟻袃芇蒆袆蝿芆薈蠆肈芅羋裊肄芄蒀螇羀芄薂羃袆芃蚅螆膄節(jié)莄蕿肀芁蕆螄羆莀蕿薇袂荿艿螂螈莈莁薅膇莈薃袁肅莇蚆蚃罿莆蒞衿裊蒞蒈螞膄莄薀袇聿蒃螞蝕羅蒂莂裊袁聿 某星級(jí)酒店英語(yǔ)培訓(xùn)手冊(cè)english training manual目錄contentsforeword 1 前言part one 3 第一部分courtesy english

25、基本禮貌用語(yǔ)part two 22第二部分front office service 前廳服務(wù)part three 35 第三部分housekeeping service 客房服務(wù)part four 52 第四部分food and beverage service 餐飲服務(wù)part five 71 第五部分recreation service 康樂(lè)服務(wù)前言foreword步入全球知識(shí)經(jīng)濟(jì)時(shí)代后，中國(guó)飯店業(yè)與國(guó)際接軌日趨緊密。英語(yǔ)作為一種國(guó)際語(yǔ)言，是酒店員工與外賓交流的主要語(yǔ)言工具，已成為酒店員工需要掌握的一項(xiàng)基本技能。為進(jìn)一步提高員工的英語(yǔ)水平，酒店人力資源部特編寫(xiě)了這本英語(yǔ)培訓(xùn)手冊(cè)，以方便員工

26、隨時(shí)學(xué)習(xí)。學(xué)以致用，是我們學(xué)習(xí)的最終目標(biāo)。愿您不斷在工作中找到學(xué)習(xí)的動(dòng)力，在交流中獲得分享知識(shí)的樂(lè)趣。 人力資源部as the world has already stepped into the era of knowledge economy, chinas hotel industry is closely related to the international market. english, a word language, functions as a main tool or a basic ability for hotel staff to communicate with

27、 foreign guests. this english training manual is compiled by the human resources department for the staffs study and improvement.put what we learn into practice. wish you would obtain motivation of the study from your working, and benefit from the learning. human resources department基本禮貌英語(yǔ)courtesy e

28、nglish一、歡迎問(wèn)候語(yǔ)welcome and greeting 1、 good morning (afternoon, evening),sir (madam).早上（下午，晚上）好，先生（夫人）。2、 welcome to our hotel.歡迎光臨我們酒店。3、 welcome to stay in hotel.歡迎住在我們酒店。4、 how do you do ?您好嗎？5、 how nice to see you again.真高興再次見(jiàn)到您。6、i hope youll enjoy your staying here.我希望你們?cè)谶@兒逗留愉快。7、have a nice sta

29、y with us.希望您與我們?cè)谝黄饡r(shí)開(kāi)心愉快。8、did you have a nice trip?旅途愉快嗎？二、祝賀語(yǔ)congratulation1、 congratulations.恭喜您。2、 happy new year.新年快樂(lè)。3、 happy birthday to you.生日快樂(lè)。4、 merry christmas.圣誕快樂(lè)。5、 wish you every success.祝您成功。6、 wish you good luck.祝您好運(yùn)。7、 have a good journey.祝您旅途愉快。8、 have a nice weekend.祝您周末愉快。三、告別語(yǔ)

30、farewell1、 goodbye.再見(jiàn)。2、 see you tomorrow.明天見(jiàn)。3、 wish you come again.希望再次光臨。4、 have a good trip and saft journey.希望您一路平安，旅途愉快。5、 goodbye and hope to see you again.再見(jiàn)，希望再見(jiàn)到您。6、 have a nice trip.旅途愉快。四、征詢(xún)語(yǔ)requests1、 may (can)i help you ?我可以幫您嗎？2、 what can i do for you ?我能為您做什么？3、 is there anything i c

31、an do for you?我還能為您做些什么？4、 will it trouble you ?那會(huì)麻煩您嗎？5、 would you like ?您喜歡？6、 would you mind if ？7、五、應(yīng)答語(yǔ)responses1、 you are welcome.愿意效勞。2、 it doesnt matter.沒(méi)關(guān)系。3、 i see.我明白了。4、 thank you very much.非常感謝您。5、 thank you for you kindness.謝謝您的好意。6、 ill do it for you right away.我馬上為您服務(wù)。7、 im glad to se

32、rve you .樂(lè)意為您服務(wù)。8、 sorry to have kept you waiting, sir/madam.很抱歉，讓您久等了，先生/小姐。9、 ill be with you in a moment.我一會(huì)兒就來(lái)為您服務(wù)。10、 thank you for your advice (information, help),感謝您的忠告（信息、幫助）。11、六、道歉語(yǔ)apologies1、 excuse me 對(duì)不起。2、 i apologize for this. 我為此道歉。3、 im sorry to disturb you.4、 真抱歉打擾您。5、 im sorry, it

33、s our fault.對(duì)不起，是我們的過(guò)錯(cuò)。6、 thanks for your reminding.謝謝您的提醒。7、 well try our best to take some measures, so that you can be satisfied.我們將盡力使您滿(mǎn)意。8、 please forget it, sir/madam.請(qǐng)不要放在心上，先生/小姐。9、 im sorry about it .關(guān)于那件事，我很抱歉。七、婉言推托語(yǔ)refusal1、 im sorry i cant help you.真抱歉我不能幫您。2、its very kind of you but您的好

34、意我領(lǐng)了，可是3、thank you，no. we are not allowed to drink on duty.謝謝，但是我們上班時(shí)不方便飲酒。八、接聽(tīng)電話語(yǔ)telephone sentences1、good morning, receptionspeaking.may i help you?您好，總臺(tái)，我是某某2、sorry, youve dialed a wrong number.抱歉，您打錯(cuò)電話了。3、please dial number，thanks.請(qǐng)撥號(hào)碼，謝謝。4、whos calling, please?請(qǐng)問(wèn)您是誰(shuí)？5、hold the line please, ill

35、see if she is available.6、sorry, i still dont understand what you said.抱歉，我仍不明白您說(shuō)什么。7、could you repeat that please?請(qǐng)您再重復(fù)一遍好嗎？8、will you please speak more slowly?請(qǐng)您說(shuō)的慢一點(diǎn)好嗎？ 10.imsorry,i cant follow you.抱歉，我聽(tīng)不懂。九、答謝語(yǔ)thanks and answers1. youre most welcome.歡迎之至。2. with pleasure. 這是我們的榮幸。3. were always

36、at your service.我們隨時(shí)為您提供服務(wù)。4.thank you for coming.謝謝光臨。5.thank you for your staying in our hotel.謝謝光臨我們酒店。6.its our pleasure to have your staying with us.您來(lái)我店是我們的榮幸。7.thank you for such a lovely gift.謝謝您給了我這么可愛(ài)的禮物。8.my pleasure.這是我的榮幸。十、指路用語(yǔ)giving directions1. after you please,sir (madam).2. go stra

37、ight ahead,sir(madam).請(qǐng)筆直走，先生/女士。3. this way, please.這邊請(qǐng)。4. turn left(right)at the first corner.在第一個(gè)拐口左轉(zhuǎn)（右轉(zhuǎn)）。5. please use the elevator there ,sir/madam.在那邊用電梯，先生/小姐。6. please go down to the lobby here, madam/sir.請(qǐng)從這邊下去到大堂，小姐/先生。7. its on the second(third)floor.在二（三）樓。8. sorry,im not sure.if youll w

38、ait a minute.ill be glad to find out for you.抱歉，我不能肯定，如果您等幾分鐘，我很樂(lè)意為您查清楚9. when you return to the hotel,please show this hotel card to the driver.當(dāng)您回酒店的時(shí)候，請(qǐng)把這張酒店卡給司機(jī)看。10.i will take you there,sir/madam.我?guī)ィ壬?女士。十一、提醒用語(yǔ)remind words1.please dont leave anything behind.請(qǐng)別遺忘您的東西。2.please dont smoke here

39、.請(qǐng)不要在這里抽煙。3、please be careful.請(qǐng)當(dāng)心。十二、情景應(yīng)對(duì)situational responses(一) 可以滿(mǎn)足客人之要求時(shí)；1. certainly,sir/madam.好的，先生/小姐。2. ill go and get it right away,sir/madam.我馬上去拿來(lái)，先生/小姐。3. immediately,sir/madam.馬上就來(lái)，先生/小姐。（二）不能滿(mǎn)足客人之要求時(shí)；1. im terribly sorry, we dont have非常抱歉，我們沒(méi)有2. awfuly sorry,sir/madam.we have sold out實(shí)

40、在抱歉，先生/小姐，我們已經(jīng)賣(mài)完了。3. im afraid we do not have恐怕我們已沒(méi)有（三）一時(shí)未能肯定是否能滿(mǎn)足客人之要求時(shí)：1. if you wait a minute, sir/madam.ill try to find out it for you.如果您能等一會(huì)兒，先生/小姐，我將盡力找找。2. sorry to keep you waiting,im pleased to say we do have抱歉，讓您久等了，我很高興地說(shuō)，我們確實(shí)有（四）客人征詢(xún)你的同意可否拿走某物伯時(shí)：1.certainly,sir/madam.let me help you .好的

41、，先生/小姐，讓我來(lái)幫您。2.go ahead please.youre welcome.請(qǐng)拿吧，您可以隨意使用。（五）當(dāng)不能答允客人的要求時(shí)：1.i am so sorry,we cant do that,its against our rules.真抱歉，我們不能那樣做。那違反我們的規(guī)定。2.im terribly sorry,we are not allowed to do this.我很抱歉，我們不允許這樣做。3.im afraid its against hotel policy,im so sorry.我恐怕這違反了酒店的制度，非常抱歉。（六）當(dāng)客人由于客氣而給你賞物時(shí)：1.no,

42、thand you.youve very kind.不，謝謝您。您真好。2.its very kind of you.but we cant accept it.thank you您非常好心，但我們不能夠接受，謝謝。（七）婉拒客人的要求時(shí)：1. im sorry.i cant do it.對(duì)不起，我不能做。2. im afraid thats not possible.我恐怕那不可能。3. no,sir/madam,it is not possible.不，先生/小姐，那是不可能的。（八）要中斷與客人談話時(shí)：1. im sorry,sir i must go .nice talking wit

43、h you.很抱歉，先生，我必須走了。和您談話真令人愉快。2. good bye ,sir/madam.請(qǐng)?jiān)徫?。（九）若客人客氣地與你說(shuō)聲“有個(gè)愉快的周末”等祝賀語(yǔ)的時(shí)候；1. thank you .you too,sir/madam.謝謝您。您也一樣，先生/小姐。2.thank you.and you,sir/madam.謝謝您。您也是，先生/小姐。3.thank you.the same to you,sir/madam.謝謝您。您也一樣，先生/小姐。（十）要打斷客人的談話時(shí)，應(yīng)說(shuō)：1. excuse me for interrupting.對(duì)不起，打擾了。2may i take up

44、a few minutes of your time?我能占用你們一會(huì)兒時(shí)間嗎？3.may i speak to you for a moment,sir/madam.我能與您談會(huì)兒?jiǎn)?，先?小姐。（十一）當(dāng)客人催促時(shí)：sorry to keep you waiting,ill see to it right away.抱歉，讓您久等了，我馬上查看。（十二）向客人展示單據(jù)等物時(shí)：here is yoursir/madam.這是您的，先生/小姐。（十三）接受投訴或批評(píng)時(shí)：1.thank you for telling us,sir/madam.i assure you it wont happe

45、n again.謝謝您告訴我們這些，先生/小姐。我保證今后再也不會(huì)發(fā)生這種事情了。2. ill speak to our manager about it ,please accept our aplolgies.我會(huì)報(bào)告我的經(jīng)理，請(qǐng)接受我們的道歉。（十四）處理錯(cuò)誤或過(guò)失時(shí)；1. im rettibly sorry.there could have been some mistake.i do apologize.非常抱歉，一定出錯(cuò)了，實(shí)在對(duì)不起。2. im sorry,sir/madam.ill look into the matter at once.對(duì)不起，先生/小姐。我馬上查核這件事。

46、（十五）當(dāng)你聽(tīng)不懂時(shí)：1. im sorry i dont understand.ill get you the manager.對(duì)不起，我不明白，我去叫經(jīng)理來(lái)。2. im sorry,i dont understand.can you show me?對(duì)不起，我聽(tīng)不懂，請(qǐng)問(wèn)您能給我看嗎？（十六）請(qǐng)客人作某種事情時(shí)：1. could you(sign here),please?請(qǐng)問(wèn)您能（在這兒簽名）嗎？2. may i ask you to (return in 5minutes),sir/madam?我能請(qǐng)您（在五分鐘內(nèi)返回）嗎，先生/小姐？3. could i have your name

47、,sir/madam?能告訴我您的名字嗎，先生/小姐？（十七）聽(tīng)到對(duì)客人不利的事時(shí)：im sorry to hear that.i hope you will be better soon.真抱歉聽(tīng)到這個(gè)消息，希望您很快就會(huì)好起來(lái)。（十八）當(dāng)你知道客人一個(gè)好消息時(shí)：im glad to hear that.很高興聽(tīng)到這個(gè)消息。（十九）當(dāng)客人因?yàn)樽约簞?dòng)作慢、手腳不靈或殘疾而感到困窘時(shí)：1. please take your time,sir.theres no hurry.請(qǐng)慢慢來(lái)，先生。不用忙。2.dont worry,madam.well see to it.不必?fù)?dān)心，夫人。我們會(huì)料理的。3

48、.dont worry,sir.well clean it up.不必?fù)?dān)心，先生。我們會(huì)把它收拾干凈的。（二十）當(dāng)客情忙，你不能同時(shí)招呼兩位客人時(shí)；ill be with you in a moment, sir/madam.我一會(huì)兒就為您服務(wù)，先生/小姐。（二十一）當(dāng)人手短缺而外賓需要服務(wù)時(shí)：1. ill be with you in moment, sir.我一會(huì)兒就來(lái)招呼您，先生。2. ill sorry. i must take each guest by turn, sir.很抱歉，我必須按先后次序?yàn)轭櫩头?wù)，先生。3. ill be with you as soon as poss

49、ible.我將盡快來(lái)為您服務(wù)。十三、酒店部門(mén)名稱(chēng)names of the hotel sectionsdepartment 部門(mén)executive office 行政辦engineering dept. 工程部human resources dept. 人力資源部accounting dept. 財(cái)務(wù)部food beverage dept 餐飲部security dept. 安全部sales marketing dept 市場(chǎng)部front office dept. 前廳部recreation dept. 康樂(lè)部public relations dept. 公關(guān)部housekeeping dept 管家部reservation 預(yù)訂處business center 商務(wù)中心reception 接待處information 問(wèn)詢(xún)處cashiers 收銀處chinese restaurant 中餐廳western restaurant 西餐廳lobby bar 大堂吧beauty salon 美容中心night club 夜總會(huì)swimming p