五星級(jí)酒店英語(yǔ)培訓(xùn)手冊(cè)(72P)

1、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 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

2、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

3、language, functions as a main tool or a basic ability for hotel staff to communicate with 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 fro

4、m your working, and benefit from the learning. human resources department基本禮貌英語(yǔ)courtesy english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

5、 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 stay 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、

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)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)requests

7、1、 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 can 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、 t

8、hank 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 serve 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 m

9、e 對(duì)不起。2、 i apologize for this. 我為此道歉。3、 im sorry to disturb you.真抱歉打擾您。4、 im sorry, its our fault.對(duì)不起，是我們的過(guò)錯(cuò)。5、 thanks for your reminding.謝謝您的提醒。6、 well try our best to take some measures, so that you can be satisfied.我們將盡力使您滿(mǎn)意。7、 please forget it, sir/madam.請(qǐng)不要放在心上，先生/小姐。8、 im sorry about it .關(guān)于那件事

10、，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(huà)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(huà)了。3、pleas

11、e 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 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)

12、thanks and answers1. youre most welcome.歡迎之至。2. with pleasure. 這是我們的榮幸。3. were always 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。

13、8.my pleasure.這是我的榮幸。十、指路用語(yǔ)giving directions1. after you please,sir (madam).2. go straight 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)

14、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 wait 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)?，先?女士。十一

15、、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.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)；

16、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)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

17、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，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.i

18、m 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,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 i

19、s not possible.不，先生/小姐，那是不可能的。（八）要中斷與客人談話(huà)時(shí)：1. im sorry,sir i must go .nice talking with you.很抱歉，先生，我必須走了。和您談話(huà)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/mada

20、m.謝謝您。您也一樣，先生/小姐。（十）要打斷客人的談話(huà)時(shí)，應(yīng)說(shuō)：1. excuse me for interrupting.對(duì)不起，打擾了。2may i take up 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

21、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 happen 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，

22、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。（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 as

23、k 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,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 t

24、ime,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.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 mus

25、t 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 possible.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

26、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 pool 游泳池sauna 桑拿shopping mall 購(gòu)物中心cli

27、nic 醫(yī)務(wù)室multifunction hall 多功能廳chatting bar 聊天吧reflexology service center 足浴中心table tennis room 乒乓球室billiards room 桌球室fitness center 健身中心tennis court 網(wǎng)球場(chǎng)rose garden 玫瑰花園chess and cards room 棋牌室grand pastry 名都餅屋long bar 廊吧four seasons chamber 四季軒cookfun town 國(guó)風(fēng)堂yigar bar 頤年雪茄吧new century hall 開(kāi)元廳grand

28、 dynasty hall 競(jìng)潮廳montalcino grill 夢(mèng)迪西諾扒房position 職位general manager 總經(jīng)理resident manager 駐店經(jīng)理director 總監(jiān)manager 經(jīng)理assistant manager 大堂副理supervisor 主管captain 領(lǐng)班cashier 收銀員room attendant 客房服務(wù)員clerk 職員waitress 餐廳女服務(wù)員waiter 餐廳男服務(wù)員operator 話(huà)務(wù)員bellboy 行李員driver 司機(jī)receptionist 接待員secretary 秘書(shū)repairman 維修員十四、

29、節(jié)日和慶祝日f(shuō)estival and celebrationspring festival 春節(jié)lantern festival 元宵節(jié)new years day 元旦christmas day 圣誕節(jié)thanksgiving 感恩節(jié)valentines day 情人節(jié)easter 復(fù)活節(jié)mid-autumn day 中秋節(jié)birthday 生日anniversary 周年紀(jì)念日international labor day 國(guó)際勞動(dòng)節(jié)international childrens day 國(guó)際兒童節(jié)westlake exposition 西博會(huì)qiantang tidal bore fest

30、ival 錢(qián)塘觀(guān)潮節(jié)十五、旅游景點(diǎn) scenic spotswest lake 西湖linying temple 靈隱寺yues tomb 岳廟future world 未來(lái)世界song dynasty town 宋城yellow dragon cave 黃龍洞taizi bend 太子灣公園xiling seal-engraverssociety 西泠印社hangzhou recreational park 杭州樂(lè)園oriental culture park 東方文化園households in the hills 山里人家kuahu bridge cultural site 跨湖橋文化遺址

31、renmin square 人民廣場(chǎng)liangzhu culture museum 良渚文化博物館spring dawn ath su causeway 蘇堤春曉bamboo-lined path at yunqi 云棲竹徑breeze-ruffled lotus at quyuan garden 曲苑同荷sweet osmanthus rainat manjuelong village 滿(mǎn)隴桂雨autumn moon over the clam lake 平湖秋月dreaming of tiger springat hupao valley 虎跑夢(mèng)泉malting snow at broke

32、n bridge 斷橋殘雪inquiring about tea at dragon well 龍井問(wèn)茶orioles singing in the willows 柳浪聞鶯nine greeks meandering through a misty forest 九溪煙樹(shù)viewing fish at flower harbor 花港觀(guān)魚(yú)heavenly wind over wu hill 吳山天風(fēng)leifeng pagoda in evening glow 雷峰夕照ruan gong islet submerged in greenery 阮墩環(huán)碧twin peaks piercing t

33、he cloud 雙峰插云yellow dragon cave dressed in green 黃龍吐翠evening bell ringing at nan ping hill 南屏晚鐘clouds scurrying over jade emperor hill 玉皇飛云three pools mirroring the moon 三潭印月precious stone hill 寶石流霞前廳服務(wù)front office service一、關(guān)鍵詞語(yǔ)key wordslobby 大堂emergency exit 緊急出口safety boxes 保險(xiǎn)箱presidential suite 總

34、統(tǒng)套房single room 單人間standard room 標(biāo)準(zhǔn)間check-in 登記入住check-out 退房registration form 登記卡room charge 房?jī)r(jià)service charge 服務(wù)費(fèi)discount 折扣identification 身份證operator 總機(jī)elevator 電梯deposit 定金passport 護(hù)照tariff 房?jī)r(jià)表baggage/luggage 行李face south 朝南trolley cart 行李車(chē)special rate 優(yōu)惠價(jià)arrival time 到達(dá)時(shí)間department time 離開(kāi)時(shí)間fligh

35、t number 航班號(hào)message 留言envelope 信封receipt 收據(jù)cheque 支票breakfast voucher 早餐券credit card 信用卡morning call 叫醒服務(wù)二、基本句型basic sentences1. do you have a reservation?/ have you a reservation?您預(yù)訂過(guò)嗎？2. how long will you be staying ?您將要住多久？3. may i know your name and room number?您能告訴我您的名字與房間號(hào)碼嗎？4. here is your ke

36、y card, please keep it until you check out.這是您的鑰匙卡，住店期間請(qǐng)包管好。5. thank you for calling. we look forward to serving you. goodbye.謝謝您打電話(huà)來(lái)，我們期待為您服務(wù)，再見(jiàn)。6. to whom should we send the bill?我們應(yīng)該把帳單寄給誰(shuí)？7. we are fully booked for all types of rooms on that night.那天晚上各種類(lèi)型的房間都預(yù)約額滿(mǎn)了。8. we hope well have another o

37、pportunity of serving you.我們希望另有機(jī)會(huì)為您效勞。9. could you show me your passport, please?能出示一下您的護(hù)照嗎？10. dont worry sir. ill call our assistant manager to help you now.別著急，先生。我傳呼大堂副理來(lái)幫您。11. our bellboy will your bags and show you the room. 我們的行李員會(huì)幫您拿行李，并領(lǐng)您去房間。12. im afraid its against the hotels regulations

38、.很抱歉，這違反酒店的規(guī)章制度。13. well have to charge you 50 percent of the room rate extra, if you cant check out before 12:00a.m中午12：00前未離店的客人需加收50%的房費(fèi)。14. is there anything valuable or breakable in your bag?您包里有貴重或易碎物品嗎？15. you can get your money changed at the cashiers desk.您可以去收銀處兌換錢(qián)。16. im sorry, sir. there

39、 has been a mistake. please wait a moment while i correct the bill.對(duì)不起，先生，這里有些錯(cuò)，請(qǐng)您稍候，讓我更正一下。17. it takes about 30 minutes by taxi to the xiaoshan airport. the charge is 100 yuan.到蕭山機(jī)場(chǎng)大約需要30分鐘，費(fèi)用是100元。18please give the slip to the taxi driver and hell take you there.請(qǐng)把這張字條交給出租車(chē)司機(jī)，他會(huì)送您到那里的。19.here is

40、a brochure explaining hotel services.這兒用說(shuō)明酒店的服務(wù)手冊(cè)。20.there are safety deposit boxes at the front desk.總臺(tái)有存放貴物品的保險(xiǎn)箱。21.as a hotel policy, we require one days room charge as deposit for guests without reservation.根據(jù)酒店規(guī)定，對(duì)于沒(méi)有預(yù)訂的客人，我們要收一天的費(fèi)用作為押金。22.do you need a map or hotel card?請(qǐng)問(wèn)您要地圖或是酒店名片嗎？23.sir,yo

41、u may keep the room until six oclock in the afternoon, but im afraid i have to charge you a half days room charge according to the hotel policy.先生，您可將房間保留至下午6時(shí)，但根據(jù)賓館規(guī)定，恐怕我們要收半天房租。24.sorry,we have no domestic collect call service. you have to pay for the call yourself.對(duì)不起，國(guó)內(nèi)電話(huà)是沒(méi)有對(duì)方付費(fèi)的，您得自己付款。25.for o

42、utside calls, please press 9 first and when you hear the dialing tone, press the number you want.打外線(xiàn)請(qǐng)先按9，聽(tīng)到聲響后再按您的要的號(hào)碼。26.youd better request a morning call.您最好要求叫醒服務(wù)。27.would you like me to call a taxi for you?請(qǐng)問(wèn)需要幫您叫車(chē)嗎？28.well send your original copy to your room after we have faxed that.我們發(fā)出傳真后，會(huì)

43、把您的原文送到您房間去的。29.is there anything valuable or breakable in your bag?您包里有貴重或易碎物品嗎？30.please pay at the cashiers desk over there.請(qǐng)去那邊帳臺(tái)付款。三、情景對(duì)話(huà)conversationa. room reservation reservationist; new century grand hotel, reservation desk. can i help you?guest: i an calling from paris. id like to reserve a

44、 room in your hotel.r: what kind or room would you like, sir . we have single rooms, double rooms, suites etc,g:a suite, please!r: which date would that be ?g: from october 15th,and for three nightsr: ok, sir. could you hold the line, please? ill check our room availability for those days.thank you

45、for waiting, sir .your room is confirmed. would you like breakfast?g: yes, of course.r: can you give me your name please, sir.g: george brownr: mr. brown. may i have your phone number please?g: yes ,the number is 0031-321-2345r: what time do you expert to arrive. mr. brown?g: oh, around 6 p.m. i supposer :mr., brown. id like to confirm your reservation. a suite room for three nights from october 15th to 17th,the phone number 00331-321-2345.am i right?g: yes ,thank you r: you are welcome. w