凱賓斯基酒店英語(yǔ)培訓(xùn)手冊(cè)

1、Basic EnglishTraining Workbook PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION . ATTITUDE . EMPOWERMENT . PROFESSIONALISMGreeting 問(wèn)候- Good morning/ afternoon/ evening, sir/ madam! 早上好/下午好/晚上好，先生/夫人！- How are you today, sir? 您好嗎，先生？- How do you do!您好嗎？- How are you (doing)?最近好嗎？- Nice to meet/see you

2、!很高興見(jiàn)到你！Welcome 歡迎- Welcome to Kempinski Hotel Dalian!歡迎光臨大連凱賓斯基飯店。- Welcome to our restaurant.- 歡迎光臨本餐廳。- Were glad to see you again.- 很高興見(jiàn)到您。Asking/inquiring 詢(xún)問(wèn)/征詢(xún)- May I have your name, please?- 可以告訴我您的名字嗎？- Your initials, please?- 請(qǐng)告訴我您姓名的首字母。- May I have your signature here, sir?- 請(qǐng)您在這里簽字。- Wou

3、ld you like to leave a message? - 您需要留口信么？- I beg your pardon? - 您能再說(shuō)一遍么？- What do you think of our service?- 您覺(jué)得我們的服務(wù)怎么樣？- May I know your name/room number?- 能告訴我您的名字/房號(hào)么？- May I know whom Im talking to?請(qǐng)問(wèn)您是哪位？（打電話時(shí)用）- May I be of (your) service, madam?請(qǐng)讓我為您服務(wù)，夫人。- May I recommend our xx to you, si

4、r?先生，我向您推薦xx。- How about a xx?xx怎么樣？- Would you like me to book you a xx?為您預(yù)訂xx，可以嗎？- Would you like to sit by the window?您喜歡坐窗邊的位置嗎？- Would you like to have a cup of tea?您來(lái)一杯茶嗎？- Is there anything else I can do for you, madam?夫人，您還有什么需要嗎？Expressing good wishes祝福- Have a pleasant stay with us, Sir.愿

5、您和我們共度好時(shí)光。- Have a nice day/ a pleasant evening/ a good weekend!祝您今天/今晚/周末愉快！- Enjoy your stay/ day.祝您愉快！- Happy New Year/ Birthday!新年/生日快樂(lè)！- Merry Christmas!- 圣誕快樂(lè)！Answers to good wishes對(duì)祝愿的回答- You too, Mr. xx /Ms. /Mrs. /Miss.也祝您愉快！- The same to you, sir/ madam.也祝您愉快！Expressing thanks 致謝- Thank yo

6、u very much.- 非常感謝。- Thank you for coming.- 謝謝您的光臨。- Thank you for being so understanding.- 謝謝您的理解。（得到諒解時(shí)用）- Thats very kind of you. Thank you very much.- 您真是太好了！謝謝！Answers to thanks對(duì)致謝的回答- You are welcome.- 不用謝- With pleasure.- 別客氣- My pleasure. - 樂(lè)意為您效勞！- Glad to be of service. Please feel free to

7、 contact us anytime.- 很高興為您服務(wù)，請(qǐng)隨時(shí)與我們聯(lián)系。Apologizing致歉- Excuse me.不好意思，打擾一下！- Im awfully sorry.- 真是很抱歉！- I beg your pardon.請(qǐng)您原諒！- Excuse me for interrupting.抱歉，打擾一下。不得不打擾客人時(shí)）- Sorry to have bothered you.抱歉，打擾了?。ù驍_客人后）- Im very sorry. There could have been a mistake. I do apologize.對(duì)不起，可能出了什么差錯(cuò)，我真誠(chéng)向您道歉

8、。（有投訴時(shí)）- Im sorry. Im being called.不好意思，有人叫我/有個(gè)電話找我。（終止談話時(shí)）- Im sorry. A guest is waiting for me.抱歉，有個(gè)客人正在等我過(guò)去。（終止談話 時(shí)）- Im sorry to have kept you waiting, sir.抱歉讓您久等了！- Im sorry. The restaurant is fully booked.很抱歉，餐廳已經(jīng)訂滿了。Answers to apology對(duì)致歉的回答- Thats all right.- 沒(méi)什么。- It doesntt matter.- 沒(méi)關(guān)系。- I

9、ts nothing.- 這沒(méi)什么。Directing 指示- Let me show you.我給您帶路吧/我指給您看。- This way, please.- 請(qǐng)這邊走。- It will be on your right hand side. You cant miss it.- 就在您的右手邊。您會(huì)看到的- Go straight ahead.直走。- Go down to the lobby.- 往下走到大堂。- Please take the lift to the 3rd floor.- 請(qǐng)乘電梯到三樓。- Turn left/right at the first exit.-

10、在第一個(gè)出口向左/右走。Arousing attention 提示- Here you are.- 這是您要的XX。（遞東西時(shí)用）- Here we are.- 就是這里了/我們到了。（到達(dá)目的地）- Here comes the taxi.- 出租車(chē)來(lái)了。 - Beware of the ceiling/ the wet floor, sir.- 先生，請(qǐng)小心天花板/濕地板。（到達(dá)目的地）Reassuring表示安慰- Dont worry, madam. Well see to it.夫人，請(qǐng)別擔(dān)心。我們會(huì)跟進(jìn)這件事情的。- Ill look into the matter.- 我會(huì)調(diào)查這

11、件事情。- Ill be with you in a moment.- 我馬上就來(lái)。- There is no hurry, sir. Take your time.- 不要著急，請(qǐng)慢慢來(lái)。- It wont be too long, sir.時(shí)間不會(huì)太長(zhǎng)的，先生。- Please take it easy, madam.夫人，請(qǐng)慢慢來(lái)。- Well let you know as soon as there is any available.一有空位我們就會(huì)通知您的。- Ill report it to our manager.我會(huì)報(bào)告給經(jīng)理的。Willing to serve表示樂(lè)意效勞-

12、 Ill be glad to help.樂(lè)意為您效勞！- Certainly, madam. Ill be happy to do it.當(dāng)然，夫人，我非常樂(lè)意為您效勞！- Glad to be of service. Please feel free to contact us anytime.很榮幸為您服務(wù)。歡迎隨時(shí)與我們聯(lián)系。- My name is xx, if there is anything we can do for you, just let us know.我是xx,如果有什么需要，歡迎隨時(shí)與我聯(lián)系。Declining表示婉拒- Im afraid such inform

13、ation is confidential.抱歉，這是機(jī)密。- Thats very kind of you, but no, thank you.謝謝您的好意，但是，很抱歉我不能接受。- That wont be necessary, sir, but thank you all the same.不需要了，先生。不過(guò)還是謝謝您。- Im afraid we cannot do that.恐怕我們不能那樣做。Positive answer肯定的答復(fù)- Certainly, sir, Ill bring it to you right away.當(dāng)然，我馬上給您拿過(guò)來(lái)，先生。- We do h

14、ave xx available.我們有xx。Uncertain answer未肯定時(shí)的答復(fù)- Im sorry we cannot guarantee it, but well do our best.很抱歉，我們不能保證，但是我們會(huì)盡力而為的。- Im sorry, madam, Im afraid Im not sure, but Ill ask someone for you. 很抱歉，夫人，我不能確定，不過(guò)我可以找另外的人為您服務(wù)。- If you wait a moment, sir, Ill try to find (it) out.如果您愿意稍等一會(huì)兒，我會(huì)找給您的。Negat

15、ive answer否定時(shí)的答復(fù)- Im sorry, there is no discount.很抱歉，沒(méi)有折扣。- Im sorry, madam, Im afraid we dont have any available. 夫人，不好意思，我們沒(méi)有合適的了。Expressing pity表示遺憾- Im sorry to hear that.聽(tīng)到這個(gè)消息我也很難過(guò)。- Its a great pity. 真遺憾！Expressing concern表示關(guān)懷- Are you all right, sir?.先生，您還好吧？- I hope you did not hurt yoursel

16、f. 希望您沒(méi)有傷到自己。- Would you like to see the doctor? 您要去看醫(yī)生嗎？- I hope you are better now.希望你已經(jīng)好些了。Being modest表示謙讓- After you, sir. / You first, sir. 請(qǐng)您先走，先生。Agreeing表示同意- Thats true.是的。- Absolutely, sir. 當(dāng)然，先生。- Exactly, sir.- 確實(shí)如此，先生。Disagreeing表示不同意- Not really. Its good value for the price.這個(gè)的確貨真價(jià)實(shí)。

17、（在客人對(duì)商品價(jià)格提出質(zhì)疑時(shí)。）- Sorry, Im afraid恐怕Understanding表示明白- Yes, I see, sir. / Well madam, I know.我明白了，先生/夫人。Not understanding 表示不明白- Could you speak more slowly?您可以說(shuō)的慢一些嗎？- Im sorry, I dont quite understand. Should I get the manager?不好意思，我不是很明白。我叫經(jīng)理過(guò)來(lái)，可以嗎？- Please pardon?請(qǐng)?jiān)僬f(shuō)一次。Day/week 日/星期的表達(dá)- Yesterda

18、y 昨天 - Today 今天 - Tomorrow 明天- The day after tomorrow 后天- The day before yesterday 前天- Week 星期- Weekend 周末- What day is it today? 今天星期幾？ Its- Sunday (Sun.) Monday(Mon.) - Tuesday (Tue.) Wednesday (Wed.)- Thursday(Thur.) Friday (Fri.) - Saturday (Sat.)星期日至星期六express times時(shí)間的表達(dá)- Whats the time now?現(xiàn)在幾

19、點(diǎn)了？- May I know the time now?我能知道現(xiàn)在的時(shí)間么？- Its - Useful words:hour 小時(shí) minute 分鐘 second 秒quarter 刻 half 半 oclock X點(diǎn)整 - Three ways to express time 三種表達(dá)時(shí)間的方法1.hour(時(shí))+minute(分)2.minute (分)+ past+ hour(時(shí))3.60-minute(分)+to+hour(時(shí))+1Month 月的表達(dá)- Month 月- Whats the date today? 今天幾號(hào)？- Its the first in May.今天是

20、五月一日- January (Jan.) February (Feb.) March (Mar.) April (Apr.) May June (Jun.)July (Jul.) August (Aug.) September (Sep.) October (Oct.) November (Nov.) December (Dec.)1-12月：Years 年的表達(dá)- Year年- The beginning of a year年初- The end of a year年底- Last year去年- This year今年- Leap year閏年- Sixteen forty-three16

21、43年Seasons季節(jié)的表達(dá)- Season季節(jié)- Spring春季- Early spring早春- Summer夏季- Midsummer盛夏- Autumn/fall秋季- Late autumn晚秋- winter冬季W(wǎng)eather 關(guān)于天氣- Whats the weather like today? 今天天氣如何？- Today is XXX.Cloud 云 cloudy 陰天Sun 太陽(yáng) sunny 晴天Rain 雨 rainy 下雨天Fog 霧 foggy 霧天Wind 風(fēng) windy 刮風(fēng)天Taste 味道的表達(dá)- How is it taste?- Its Delicio

22、us 美味的Sweet 甜的Sour 酸的Salty 咸的Bitter 苦的Hot 辣的Terrible 糟糕的Colors色彩的表達(dá)- What color is it? Its在表達(dá)顏色的深淺時(shí)，直接在顏色前加dark（深）或light（淺）即可。如深藍(lán)色為dark blue,淺紅色為light red. - Red yellow green blue white black orangepink purple grey brown cream blue green crimsonNUMBER數(shù)字- Cardinal No.基數(shù)詞：主要表示數(shù)量，13-19都以-teen結(jié)尾，20-90等十位整數(shù)都以-ty結(jié)尾。- Ordinal No.序數(shù)詞：主要表示次第，如在表達(dá)樓層時(shí)，我們就用序數(shù)詞。第4-19都由相應(yīng)的基數(shù)詞加-th構(gòu)成。第20-90等十位整數(shù)的詞是由相應(yīng)的基數(shù)詞去詞尾-y，加-ieth構(gòu)成。Saying good-bye (告別語(yǔ))- Good-bye, and have a nice day.再見(jiàn)！祝您愉快！- We all look forward to serving you again.- 真誠(chéng)期待