酒店英語培訓(xùn)

1、2021-5-71 2021-5-72 introduce nthis is .?！斑@是”是在介紹人們相互 認(rèn)識(shí)時(shí)通常用的句型。作自我介紹時(shí)，常說： may i introduce myself? im.介紹時(shí)應(yīng)遵循 的禮節(jié)是： n和客人初次風(fēng)面，問候可說：how do you do? n對從前來過的賓客，要說：how are you today/this morgning? 2021-5-73 nmodule 1 basic guest contact i單元單元1 基本基本 交際技能交際技能i nm1t1 - greetings - reading na greeting is how y

2、ou say “hello”. greetings are very important. you should always greet a guest as they enter the hotel. your greeting shows the guest that you see them, that you care about them and that you are available if the guest needs any help. when you greet a guest you should be very polite and energetic. a p

3、olite and energetic greeting will give the guest a good impression about the hotel. n問候就是你如何去說問候就是你如何去說“你好你好”。問候是非常重要的。當(dāng)客人進(jìn)入酒店時(shí)。問候是非常重要的。當(dāng)客人進(jìn)入酒店時(shí) 你應(yīng)該問候他們。你的問候表明你看到了他們，重視他們并且會(huì)在他們你應(yīng)該問候他們。你的問候表明你看到了他們，重視他們并且會(huì)在他們 有任何需要的時(shí)候提供幫助。問候客人時(shí)，應(yīng)該很有禮貌，態(tài)度熱情。有任何需要的時(shí)候提供幫助。問候客人時(shí)，應(yīng)該很有禮貌，態(tài)度熱情。 一個(gè)禮貌而熱情的問候會(huì)使客人對酒店留下一個(gè)好印象一個(gè)禮貌

4、而熱情的問候會(huì)使客人對酒店留下一個(gè)好印象。 2021-5-74 m1t1 - greetings - key words n問候問候 ngreeting n早上好早上好 ngood morning n下午好下午好 ngood afternoon n晚上好晚上好 ngood evening n歡迎光臨歡迎光臨 nwelcome to n希望希望 nhope n喜歡喜歡 nenjoy n住店愉快住店愉快 npleasant stay n開心開心 ngood time n登記入住登記入住 ncheck in n出示出示 nshow n接待臺(tái)接待臺(tái)/前臺(tái)前臺(tái) nreception counter/fr

5、ont desk 2021-5-75 good . nmorning, sir/ madam（中午12： 00前用） nafternoon, mr. _（下午5點(diǎn) 前用） nevening, mrs. _（下午5點(diǎn) 后用） nmorning, miss _ nafternoon, ms. _ n早上好,先生/夫人。 n下午好， 先生。 n晚上好， 女士。 n早上好, 小姐。 n下午好，女士。 2021-5-76 welcome to . how may i help you? nyour hotel name nour hotel nbeijing nour restaurant nthe h

6、ealth club/the sports center n歡迎光臨 酒店,我能 幫助您嗎？ n歡迎光臨我們酒店, 我能 幫助您嗎？ n歡迎光臨北京, 我能幫助 您嗎？ n歡迎光臨我們餐廳, 我能 幫助您嗎？ n歡迎光臨健身俱樂部/運(yùn) 動(dòng)中心, 我能幫助您嗎？ 2021-5-77 n n m1t1 - greetings - substitutions 2021-5-78 稱呼 n（1）對個(gè)人的稱呼，如果不知道對方的姓，可以用下列稱呼： sir, madam, miss. madam 既可以用于已婚婦女，亦可用于未婚 子子。 n（2）當(dāng)有數(shù)位女賓時(shí)應(yīng)稱呼ladies,不可稱madams;當(dāng)有數(shù)

7、位男賓 時(shí)應(yīng)稱呼gentlemen,不可稱sirs. n(3)對青年人的稱呼：young man(年輕人）young gentleman(年 輕先生）young lady(年輕女士） n（4）對于了解姓氏的客人應(yīng)稱呼其姓氏。mr先生，用在男子之 姓（或姓名）之前，mrs夫人，太太，用在已婚女子之姓（或姓 名）之前；miss小姐，用在未婚女子之姓（或姓名）之前，ms女 士，冠于不明婚姻善的女子之姓（或姓名）之前。mr, miss, ms均 不能用在名字（first name)之前 2021-5-79 n1、先將男子介紹給女子 n2、同性別時(shí)，先將年齡較輕的介紹給年齡較 大的，將一般的人介紹給重要

8、的人 n3、先將未婚女子介紹給已婚女子 n4、先將兒童介紹給成年人 n5、先將已方人員介紹給客方人員 2021-5-710 m1t2 - farewell 2021-5-711 m1t3-thanks nwhen a person does something for someone or is given something the correct response is always “thank you”. in hotels, it is important to thank the guest for staying at your hotel. you should always

9、say “thank you” when a guest helps you or does something nice for you. for example, a guest might inform you about something that needs fixing in the hotel. usually after someone says “thank you” the other person will reply by saying “you are welcome”. saying “you are welcome” is a polite way of sho

10、wing the person that you accept their appreciation. n一個(gè)人為他人做了某事，或者獲得他人幫助的時(shí)候，正確的回應(yīng)往往一個(gè)人為他人做了某事，或者獲得他人幫助的時(shí)候，正確的回應(yīng)往往 n是是“謝謝謝謝”。在酒店里，感謝客人入住酒店非常重要。當(dāng)客人幫助你或。在酒店里，感謝客人入住酒店非常重要。當(dāng)客人幫助你或 n者對你有善意的舉動(dòng)時(shí)，你必須說者對你有善意的舉動(dòng)時(shí)，你必須說“謝謝您謝謝您”。例如，客人可能會(huì)告訴。例如，客人可能會(huì)告訴 你酒店有東西需要維修。通常當(dāng)一個(gè)人說你酒店有東西需要維修。通常當(dāng)一個(gè)人說“謝謝謝謝”后，對方應(yīng)該以后，對方應(yīng)該以“不不 客氣

11、客氣”作答。說作答。說“不客氣不客氣”是一種表示你接受對方感謝之意的禮貌方式。是一種表示你接受對方感謝之意的禮貌方式。 2021-5-712 m1t3 - thanks - key words n謝謝謝謝 nthank you n理解理解 nunderstanding n寶貴建議寶貴建議 nvaluable advice n告訴我們告訴我們 ntelling us n感激感激 nappreciate n支持支持 nsupport n滿意我們的服務(wù)滿意我們的服務(wù) nhappy with our service n協(xié)助協(xié)助 nassist n歡迎歡迎 nwelcome n沒問題沒問題 nno pr

12、oblem n不客氣不客氣 ndont mention it n小事一樁小事一樁 nit is the least i can do 2021-5-713 m1t3 - thanks - substitutions thank you very much / so much for . nstaying with us nyour understanding nyour nice words nyour valuable advice/ comments nyour information n非常感謝您的入住。 n非常感謝您的理解。 n非常感謝您的稱贊。 n非常感謝您的寶貴建 議。 n非常感謝

13、您提供的信 息。 2021-5-714 it is nice . nseeing you again nserving you nhaving you back nhearing that nreceiving your call n很高興再次見到您。 n很高興能為您提供服 務(wù)。 n很高興您再次光臨。 n很高興聽您這么說。 n很高興接到您的電話。 2021-5-715 i/ we really appreciate . nyour assistance nyour comments nyour support, sir nyour kindness, miss nall you have do

14、ne n我/我們非常感謝您 的幫助。 n我/我們非常感謝您 的意見。 n我/我們非常感謝您 的幫助，先生。 n我/我們非常感謝您 的好意，小姐。 2021-5-716 i am glad . nto hear that you have had a good time nyou like it, miss nyou enjoyed your stay here nthat youre happy with our service nto assist you, miss n我很高興聽到您過得 愉快。 n我很高興您喜歡它， 小姐。 n我很高興您入住愉快。 n我很高興您對我們的 服務(wù)感到滿意。 n

15、我很高興幫助您，小 姐。 2021-5-717 you are . nwelcome nwelcome. it is my pleasure nwelcome. it is not a problem nwelcome. please dont mention it n不客氣。 n不客氣，我很樂意。 n不客氣，不成問題。 n不客氣，不值一提。 n不客氣，小事一樁。 2021-5-718 m1t3 -thanks - dialogue nthe guest is leaving the hotel. nhotel staff: hello mrs. smith. i understand you

16、 are returning home. thank you for staying with us. nguest: thank you. i have had a pleasant trip. nhotel staff: i am glad to hear that you have had a good time. we look forward to seeing you again. n客人要離店了。 n酒店員工酒店員工：您好，史密斯太 太。我知道您要回家了。感 謝您入住我們的酒店。 n客人客人：謝謝。我的旅途很愉 快。 n酒店員工酒店員工：很高興您過得愉 快。我們期待再次見到您。

17、2021-5-719 role playing exercise 1 na guest is leaving the hotel and the hotel employee needs to make sure that the guest is satisfied with their stay by asking, “did you enjoy your stay with us?” the guest could reply by complimenting the hotel. for example, the guest could say, “the hotel service

18、has been very good.” nhow should the hotel employee respond? act out your own dialogue and practice. n一位客人要離店了，酒店員 工需確認(rèn)該客人滿意其入住， 問道：“您在我們酒店過得 愉快嗎？”客人也許會(huì)表揚(yáng) 酒店。例如，客人可以說： “酒店的服務(wù)非常好。”酒 店員工該如何回答？將對話 表演出來并練習(xí)。 2021-5-720 m1t3 -thanks dialogue nguest: i wanted to let you know that there is some water on the

19、 floor over there. nhotel staff: thank you for bringing this to my attention. i will take care of it right away. we really appreciate your assistance. nguest: you are welcome. n客人客人：我想告訴你那邊 的地板上有水。 n酒店員工酒店員工：謝謝您告訴 我們此事。我會(huì)馬上解 決。非常感謝您的幫助。 n客人客人：不用謝。 2021-5-721 role playing exercise 2 na guest wants to

20、 inform a hotel employee that the bathroom toilet is broken. how should the hotel employee respond? remember, the hotel employee is very happy that the guest has informed him or her about the problem. act out the exercise together. n一位客人想通知酒店員 工，浴室的坐便器壞了。 酒店員工該如何回答？ 記住，酒店員工對客人 向其告知問題這一做法 非常高興。一同表演該

21、練習(xí)。 2021-5-722 m1t4 - apology - reading nwhen people make mistakes they need to apologize. an apology is a polite way of saying that you are sorry for making a mistake. the most commonly used apology is “im sorry”. when you say “im sorry”, the guest will know that you care about the situation. for e

22、xample, if you spill water on a guest the first thing you should do is apologize for the clumsy mistake. saying “im sorry” may not fix the mistake but it will show the guest that you care. n當(dāng)人們犯錯(cuò)誤后需要道歉。道歉是表明你為自己所犯的錯(cuò)誤而感到抱當(dāng)人們犯錯(cuò)誤后需要道歉。道歉是表明你為自己所犯的錯(cuò)誤而感到抱 n歉的一種禮貌方式。最常用的道歉語是歉的一種禮貌方式。最常用的道歉語是“對不起對不起”。當(dāng)你說。當(dāng)

23、你說“對不起對不起” n時(shí)，客人會(huì)知道你關(guān)心當(dāng)時(shí)的情況。舉例來說，如果你將水灑到了客時(shí)，客人會(huì)知道你關(guān)心當(dāng)時(shí)的情況。舉例來說，如果你將水灑到了客 n人身上，你該做的第一件事就是為這個(gè)笨拙的錯(cuò)誤而道歉。說人身上，你該做的第一件事就是為這個(gè)笨拙的錯(cuò)誤而道歉。說“對不對不 n起起”雖不能挽回錯(cuò)誤，但會(huì)讓客人感受到你的誠意。雖不能挽回錯(cuò)誤，但會(huì)讓客人感受到你的誠意。 2021-5-723 m1t4 - apologies - key words n對不起對不起 ni am sorry n耽擱耽擱 ndelay n誤會(huì)誤會(huì) nmisunderstanding n道歉道歉 napologize n粗心的粗

24、心的 ncareless n事故事故 naccident n帶來的麻煩帶來的麻煩 ntrouble it has caused n不便不便 ninconvenience n遺憾遺憾 nregret n不適不適 ndiscomfort n令人不快的令人不快的 nunpleasant n關(guān)心關(guān)心 ntake care of 2021-5-724 im sorry nto hear that nfor the delay nfor this misunderstanding nto keep you waiting nto disturb you n我很遺憾聽您這么說。 n我為延誤感到抱歉。 n我為

25、這個(gè)誤會(huì)感到抱 歉。 n我很抱歉讓您久等了。 n我很抱歉打擾您。 2021-5-725 i do apologize nfor the mistake nfor this error nfor this accident nfor the trouble this has caused you nfor any inconvenience this has caused n我為這個(gè)錯(cuò)誤道歉。 n我為這個(gè)錯(cuò)誤道歉。 n我為這個(gè)事故表示道 歉。 n我為由此給您造成的 麻煩而道歉。 n我為由此給您造成的 不便而道歉。 2021-5-726 i /we regret _. nyour discomfo

26、rt sir / miss nthis mistake nyour unpleasant experience sir/miss nthat you did not like that dish nthat you did not enjoy your meal here n我/我們?yōu)槟牟贿m感到 遺憾，先生/小姐。 n我/我們?yōu)檫@個(gè)錯(cuò)誤感到。 n我/我們對您不愉快的經(jīng) 歷感到遺憾。 n我/我們很遺憾您不喜歡 這道菜。 n很遺憾您不喜歡這里的 飯菜。 2021-5-727 i/we feel _ sorry about this. _ nvery, ill take care of it ri

27、ght way nterribly, well look into the matter nreally, please give me a minute nawfully, ill get it for you right away nextremely, ill get someone to take care of this right away n我/我們很抱歉。我會(huì)馬 上處理。 n我/我們很抱歉。我們馬 上調(diào)查此事。 n我/我們很抱歉。請給我 一分鐘。 n我/我們很抱歉。我馬上 給您拿來。 n我/我們很抱歉。我馬上 找人來處理。 2021-5-728 please . ntell m

28、e what you will do about it nfix the problem now nsee to it that it never happens again ncall the manager for me ntake care of this right away n請告訴我你打算怎么 處理。 n請馬上解決這個(gè)問題！ n請千萬不要讓這個(gè)問 題再次發(fā)生！ n請幫我把經(jīng)理叫來。 n請馬上處理此事！ 2021-5-729 m1t4 - apologies - dialogue nguest: i have been waiting for someone to help me f

29、or a long time. i am very tired and this is bad service! nhotel staff: i am sorry to have kept you waiting. please accept my apology for the trouble this has caused you. nguest: you should make sure that your staff is trained properly. nhotel staff: i understand. this will not happen again. n客人客人：我已

30、經(jīng)等了很久了。 我很累，服務(wù)太差了！ n酒店員工酒店員工：很抱歉，讓您久 等了。為由此給您帶來的麻 煩，請接受我的道歉。 n客人客人：你們應(yīng)該確保員工都 接受正規(guī)的培訓(xùn)。 n酒店員工酒店員工：我明白。這種事 以后不會(huì)再發(fā)生了。 2021-5-730 role playing exercise 1 npartner with a friend. one person will be the hotel employee while the other person will be the guest. the guest is very angry because they do not lik

31、e their food. how should the hotel employee respond? act out the situation. n與一位朋友搭檔。一個(gè) 人扮演酒店員工，另一 個(gè)人扮演客人。客人不 喜歡他們的食物，因而 非常生氣。酒店員工該 如何回答？把這個(gè)場景 表演出來。 2021-5-731 m1t4 - apologies dialogue nguest: i am very sorry but i have spilled my glass of water on the floor. can you send someone over to clean it u

32、p. nhotel staff: no problem. thank you for letting us know about this. ill send someone to clean it up right away. n客人客人：非常抱歉，我 把杯子里的水灑在地 板上了。你可以派人 過去收拾一下嗎？ n酒店員工酒店員工：沒問題。 感謝您通知我們。我 馬上派人過去收拾干 凈。 2021-5-732 role playing exercise 2 none person will be the hotel employee while the other person will be

33、the guest. the guest has broken a bottle of red wine in their hotel room. how should the hotel staff respond? act out the dialogue. n一個(gè)人扮演酒店員工， 另一個(gè)人扮演客人。 客人在自己的客房內(nèi) 打碎了一瓶紅酒。酒 店員工該如何應(yīng)對？ 把對話表演出來。 2021-5-733 有趣的俚語 nthe apple of ones eye 掌上明珠 例：may is the apple of her fathers eye. 梅是她父親的掌上明珠。 the big app

34、le 紐約城 例：the little girl is from the big apple. 這個(gè)女孩來自于紐約城。 top banana 大老板 例：whos your top banana? 誰是你們的老板？ a lemon 沒有價(jià)值的商品 例：that car is a lemon. 那輛小汽車不值錢。 2021-5-734 module2 basic guest contact ii nwhen a guest arrives at the hotel, and after the guest has been greeted, you should offer to help th

35、e guest. a lot of guests that stay in your hotel are often staying at your hotel for the first time. these guests may not be familiar with your hotel and it is up to you to help them. good hotel employees should treat all guests kindly and should offer their services to help them check in or find th

36、eir way around the hotel. offering your services is a very polite way to make the guest feel welcome. 2021-5-735 key words nplease 請 nhelp 幫助 ncan 能 ndo 做 nknow 知道 nanything 任何事物 nenjoyable令人愉快的 nanother 另一個(gè) nlooking for尋找 nbottle of water一瓶水 ninternet connection互 聯(lián)網(wǎng)連接 nat the moment 此刻 2021-5-736 s

37、ubstitutions nmay i /can i _? n help you n assist you with your luggage nsee your passport nhave your credit card nhelp you to your room n我能嗎？ n我能幫助您嗎？ n我能幫您將行李送到您的房 間嗎？ n我能看一下您的護(hù)照嗎？ n你能把信用卡給我嗎？ n我能幫您去往您的房間嗎？ 2021-5-737 is there anything i can_? n do for you n help you with nassist you with ndo to m

38、ake your stay more comfortable ndo to make your visit more enjoyable n我有什么能為您效勞的嗎？ n有什么我能幫助您的嗎？ n有什么我能幫助您的嗎？ n我能做些什么讓您的入住更 加舒適嗎？ n我能做些什么使您的施行更 加愉快嗎？ 2021-5-738 please let me know_. n if there is anything i can do for you n if i can help you n if i can send this up to your room n if you need any help

39、 n if you need help with your internet connection n如果有什么我能為您效勞的 請告訴我。 n如果有什么我能幫助您的請 告訴我 n如需我將這個(gè)送至您房間請 告訴我 n如果您需要什么幫助請告訴 我 n如果您需要互聯(lián)網(wǎng)連結(jié)方面 的幫助請告訴我 2021-5-739 i would be happy to _. n assist you. n help you with this n get this for you n bring you another bottle of water n我會(huì)很樂意幫助您。 n我會(huì)很樂意幫助您。 n我會(huì)很樂意給您這個(gè)

40、。 n我會(huì)很樂意再給您拿一瓶水 來。 2021-5-740 thanks,but i am_. n fine n ok n alright n ok for now n fine at the moment n我很好，謝謝。 n我很好，謝謝。 n我很好，謝謝。 n我很好，謝謝。 n我很好，謝謝。 2021-5-741 dialogue1 nhotel staff: good afternoon sir. may i help you? nguest: yes, i am looking for my friend mr. stevens. has he checked in yet? nhot

41、el staff: i am not sure but the front desk will be able to assist you. nguest: thanks. nhotel staff: youre welcome! n酒店員工：早上好，先生！ 我能為您提供什么幫助嗎？ n客人：是的，我正在找我的 朋友史蒂文先生。他辦理入 住手續(xù)了嗎/ n酒店員工：我不太確定，但 是前臺(tái)會(huì)協(xié)助您。 n客人：謝謝。 n酒店員工：不客氣！ 2021-5-742 dialogue2 nhotel staff: good afternoon madam, can i please show you to

42、 the conference room now? nguest: yes please. i do not know where it is. nhotel staff: it is on the #floor. please follow me. n(once they have reached the conference room) nhotel staff: here you are madam. is there anything else i can assist you with? nguest:can i please have a bottle of water? nhot

43、el staff: certainly. i will bring one to you. n酒店員工：下午好，夫人！ 我現(xiàn)在能帶您去會(huì)議室嗎？ n客人：好的。我不知道經(jīng)在 哪里。 n酒店員工：它位于層，請 跟我來。 n（他們來到會(huì)議室后） n酒店員工：這里就是了，夫 人。還有其他什么事情我能 幫助您的嗎？ n客人：我能要一瓶水嗎？ n酒店員工：當(dāng)然，我馬上拿 來給您。 2021-5-743 exercise n1、與一位朋友搭擋。一 個(gè)人扮演酒店員工，另 一個(gè)人扮演客人?？腿?剛走進(jìn)酒店。問候客人 并為其提供服務(wù)。客人 不需要你的幫助。你們 兩個(gè)會(huì)說些什么。 n2、一個(gè)學(xué)員扮演客人， 另一人

44、學(xué)員扮演酒店員 工?？腿苏诘厣蠈ふ?什么，酒店員工要為他/ 她提供幫助?？腿苏?尋找一只丟失的耳環(huán) （earring)。你們會(huì)說什 么呢？ 2021-5-744 m2t2-offering services 2 nbesides asking the guest if there is anything you can do for them,there are often situations that require you to distrub the guest in order to help them. for example,a guest might be having c

45、onversation with someone but has just received an urgent phone call. you need to interrupt the guest in a very polite way so that he or she can receive the call. if you do not interrupt the guest and he or she missed the phone call then the guest would be very upset. disturbing a guest is never wron

46、g if there is a good reason for it. 2021-5-745 m2t2-offering services2-key words n assistance 幫助 n specials 特色菜 n give 給 n repeat 重復(fù) n signature 簽名 n coat 外套 n lobby 大堂 n conference room會(huì)議室 n important 重要的 n bed 床 n allow 允許 n make 做 2021-5-746 excuse me,_ can i show you to your room now? would you

47、like some water? do you need some assistance? would you like to look at our specials? can i help you with that? n現(xiàn)在我能帶您去您的房間嗎？ n您要喝點(diǎn)兒水嗎？ n您需要什么幫助嗎？ n您要看一下我們的特色菜嗎？ n我能幫您嗎？ 2021-5-747 pardon me_ nms./mr,could you please repeat what you said? ncould i ask you to repeat that? ni need to get through. ni

48、found your coat in the lobby. nsir,but there seems to be a problem. n抱歉女士/先生。請您重復(fù)一 遍好嗎？ n抱歉，能請您重復(fù)一遍嗎？ n抱歉，借過一下。 n打擾了，我在大堂里發(fā)現(xiàn)了 您的外套。 2021-5-748 i am very sorry to disturb you but_ ni need your signature ni was asked to give you this nyou have a phone call nhere is your order/food nyou have a visitor

49、n打擾了，我需要您的簽名。 n打擾了，有人讓我把這個(gè)交 給您。 n打擾了，有您一個(gè)電話。 n打擾了，這是您的客房送餐 服務(wù)。 n打擾了，有人找您。 2021-5-749 would you please_? n follow me n wait one moment n sit here while i call a taxi for you nsign here ntake a seat. n請您跟我來。 n請您稍候。 n請?jiān)谶@里坐，我去為您叫出 租車 n請您在這里簽字。 n請您在這里就座。 2021-5-750 let me_ nhelp you with your luggage nta

50、ke you to your room nmake a reservation for you nhelp you with that nfind out for you n我?guī)湍眯欣畎?n我?guī)シ块g吧 n我?guī)湍鲱A(yù)訂吧 n我來幫您吧 n我?guī)湍橐幌掳?2021-5-751 m2t2-offering services2-dialogue nthe final guest has arrived to meet his group in the lobby. the hotel employee approaches the guests. nhotel staff:pardon me,

51、may i show you to your room now? nguests:sure,that would be fine. nhotel staff:we have already sent your luggage up to your rooms. nguests: thank you. nhotel staff:please follow me to the elevators.i will show you the way now. n最后一個(gè)客人到達(dá)大堂與他的團(tuán) 隊(duì)會(huì)合，酒店員工走近這些客人。 n酒店員工：打擾了，我現(xiàn)在能帶 你們?nèi)シ块g嗎？ n客人們：當(dāng)然，好啊。 n酒店員工

52、：我們已經(jīng)將你們的行 李送去房間了。 n客人們：謝謝。 n酒店員工：請跟我去電梯，我來 為你們指路。 2021-5-752 dialogue 2 ntwo guests are talking but the hotel employee needs to tet the guests signature for the bill before he leaves. nhotel staff: excuse me sir.i am sorry to disturb you but i need your signature on this bill. nguest:sure,wher do i

53、 sign? nhotel staff: right here, sir. here is a pen. nguest:there you are. nhotel staff:thank you. have a pleasant trip and please stay with us again soon. n兩個(gè)客人正在交談，但是酒店員 工需要在客人離開前讓他在帳單 上簽名。 n酒店員工：抱歉打擾您，先生！ 我需要您在帳單上簽字。 n客人：好。我在哪兒簽字？ n酒店員工：就在這兒，先生。給 您筆。 n客人：簽好了。 n酒店員工：謝謝您，先生！祝您 旅途愉快，并希望您很快再次光 臨我們酒店。

54、 2021-5-753 exercise n一個(gè)學(xué)員扮演客人， 另一個(gè)學(xué)員扮演酒店 員工。酒店員工需要 為客人提供幫助。這 個(gè)客人看起來像是在 找會(huì)議室時(shí)迷路了。 酒店員工要幫助客人 到達(dá)會(huì)議室。 n一個(gè)學(xué)員扮演客人， 另一個(gè)學(xué)員扮演酒店 員工。酒店員工必須 打斷客人，告訴她前 臺(tái)有她一個(gè)重要的電 話。 2021-5-754 諺語 n諺語it is easier to go up the hill than to run down.上山容易，下山難。 n諺語never offer to teach fish to swim. 不要班門弄斧. 2021-5-755 m2t3-handing re

55、quests reading nrequests are questions asking for (提出要求）some action or service from you.usually guests will need help with something or will need you to give them something. as （作為）a hotel employee,you are responsible for (職責(zé)）helping the guest.helping a guest with their request means （意味著）that you a

56、re responding to(對作出回應(yīng)） their needs. hotel employees should try to meet every guests needs and make sure they are happy and comfortable. most guests will approach you by saying that they”would like”something or will ask “can you help me”. these are common forms of requests. your response to these re

57、quests should always be efficient,polite and helpful. one common response to requests is “certainly” and “no problem”. 2021-5-756 key words ni would like 我想 ntomorrow 明天 nwake up call 叫早電話 nluggage/bags 行李 ntaxi driver 出租車司機(jī) nlimo 豪華轎車 nright 右邊 nfollow 跟隨 nbill 帳單 nbank 銀行 nbathroom 浴室（美語）廁所 nbring

58、 拿來 2021-5-757 i would like to have_ n a wake up call tomorrow morning n a bottle of water n to order a taxi/hotel limo n a room with a view n a firm pillow n 我想訂明早的叫早電話服務(wù)。 n我想要一瓶水 n我想要訂一輛出租車/酒店轎 車 n我想要一間觀景房。 n我想要個(gè)硬一點(diǎn)的枕頭。 2021-5-758 can you send_? n up my bags n for some help n me the bill n up the

59、food n this letter for me n你能把我的包送上去嗎？ n你能幫我個(gè)忙嗎？ n你能把賬單給我嗎？ n你能送餐上來嗎？ n你能幫我發(fā)這封信嗎？ 2021-5-759 could you please tell_ n the taxi driver that i want to go to tiananmen square? n me the way to the bathroom? n me where the bank is? n me how to get to my room? nthe staff that i need help today? n你能告訴出租車司機(jī)

60、我要去 天安門廣場嗎？ n你能告訴我去洗手間怎么走 嗎？ n你能告訴我銀行在哪兒嗎？ n你能告訴我怎么去我的房間 n你能告訴員工今天我需要幫 助嗎？ 2021-5-760 certinly,_ n here you are n i am glad to assist you n i will be back in a moment n one moment,please n id be happy to n當(dāng)然，給您 n當(dāng)然，我很樂意幫助您 n當(dāng)然，我很快回來。 n當(dāng)然，請稍候。 n當(dāng)然，我很樂意 2021-5-761 no problem,_ ni will be back very soo