英語培訓教材

1、Chapter1酒店基礎禮貌服務用語Section1 歡迎問候語與告別語一、歡迎問候語基本詞匯：good 好的 morning 早上 afternoon 下午 evening 晚上 welcome 歡迎sir 先生 madam 女士、太太 Mr. 先生 Mrs. 夫人 Miss 小姐nice 令人愉快的、美好的 glad 高興的 see 看見 meet 看見、遇見基本句型：禮貌地與客人打招呼及稱呼客人，表示你對他們的熱情歡迎: 1. Good morning, madam/sir. 早上好，女士/先生。 2. Good afternoon, madam/sir. 下午好，女士/先生。3. Go

2、od evening, madam/sir. 晚上好，女士/先生。4. Nice to see/ meet you, madam / sir. 很高興見到您，女士/先生。5. Glad to see/meet you. 很高興見到您。6. How do you do. 您好！（初次見面）7. How are you ? 您好嗎？8. Im fine, thank you, and you? 我很好，謝謝，你呢？9. Im very well, /Im fine, too. Thank you. 很好，謝謝您？10. Welcome to our hotel. 歡迎到我們酒店來。二、告別語基本詞

3、匯：day 一天 wish 祝愿 hope 希望 again 再、又 soon 很快 trip 旅行 happy 開心，愉快 here這里 基本句型： 與客人友好地告別，讓客人對你和酒店留下深刻印象: 1. Goodbye. 再見。2. Have a nice day. 祝您今天過得愉快。3. Wish you happy here. 祝您在這居住愉快。對要離店客人報以祝愿： 1. Hope to see you again . 希望再次見到您。2. Have a nice trip.祝一路順風。3. Goodbye and hope to see you again. 再見，希望再見到您。S

4、ection2 道歉語、答謝語、祝福語一、道歉語基本詞匯：excuse 原諒 apologize 請求原諒 sorry 對不起 fault 過錯、錯誤wait 等、等候 interrupt 打擾 this 這個、這 forgive 原諒accept 接收 please 請 基本句型：1. Im sorry.很抱歉。2. Excuse me.對不起。打擾客人之前，要提示客人： “打擾了”“Excuse me” 這個情形可能包括諸如：打斷客人談話，為客人上菜時，進客房之前，請客人讓路，你在服務時中途退場等。 3. Im sorry, Its my fault. 很抱歉。那是我的過錯。4. Sorr

5、y to have kept you waiting. 對不起，讓您久等了。5. Sorry to interrupt you. 對不起，打擾您了。6. Im sorry about this. 對此表示抱歉。7. I apologize for this. 我為此道歉。8. Thats all right. 沒關系。/ Thats OK. 沒什么。/ 沒關系9. Please forgive me. 請原諒。10. I do apologize. 我很抱歉。11. Please accept our apology. 請接受我們的歉意。二、 答謝語基本詞匯：advice 建議、忠告 info

6、rmation 信息 help 幫助 kind 友善的、和藹的pleasure 愉快、樂意 service 服務 基本句型：1. Thank you (very much). 謝謝您（非常感謝）。2. Thank you for your advice (information, help). 感謝您的忠告（信息、幫助）。3. Its very kind of you. 謝謝，您真客氣。4. You are welcome. 不用謝。5. Not at all. 不用謝。6. Its my pleasure. 非常高興為您服務。/ (With pleasure.) /(My pleasure.

7、)7. I am at your service. 樂意為您效勞。三、 祝福語基本詞匯： birthday 生日 merry 歡樂的 holiday 假日 every 每一個、 success 成功基本句型：1. Congratulations! 祝賀您！2. Happy birthday! 生日快樂！3. Happy new year! 新年快樂！4. Merry Christmas! 圣誕快樂！5. Have a nice holiday! 假日快樂！6. Wish you every success! 祝您成功！Section3 征詢語與指路用語一、征詢語基本詞匯：certainly 當

8、然、沒問題 right away 馬上 at once 馬上 sure 確定 find out 查找 afraid 恐怕、擔心 allow 允許 mind 介意 sign 簽名 name 名字 minute分、一會兒 regulation規(guī)定 against違反 基本句型：禮貌地回應客人的請求或詢問: 1. 當你能滿足客人要求時，要馬上采取行動： “Certainly, madam/sir. I will get it right away.”“好的，小姐/先生，我馬上拿給您。” “Yes, madam/sir. I will take care of it at once.” “是的，小姐/

9、先生，我馬上幫您處理?！?2. 當你對客人的詢問不肯定時： “Sorry, I am not sure. If you wait a minute, Ill try to find out.” “對不起，我不太確定。如果您能等一會，我馬上去查找。” 3. 當你不能滿足客人要求時： “Im afraid it is against hotel regulation.”“我恐怕這違反酒店的規(guī)定?！?“Im sorry, we are not allowed to do this.” “對不起，我們不允許這樣做?！?當你請求客人做某事時： 1. “Could you (sign here)?” “您

10、可以（在這里簽名）嗎？” 2. “Would you mind (calling back later)?” “您介意（稍后再來電話）嗎？” 3. “May I (have your name)?” “我可以知道（您的姓名）嗎？” 二、指路用語基本詞匯：Follow me 跟我來 straight 直的 turn 轉彎 right 右邊 left 左邊、Upstairs 樓上 downstairs 樓下 second 第二 floor 樓層 way 道路基本句型：1. Follow me please.請跟我來。2. Please go straight ahead.請一直往前走。 3. Pl

11、ease turn right / left.請向右轉/左轉。4. Go upstairs/downstairs.上樓/下樓。5. Its on the second (third) floor.在二（三）樓。6. This way, please.請這邊走Section4 英譯時間與數(shù)字的表達月份、星期的 表達法漢語+簡寫英語一月 （Jan）January二月 (Feb)_February三月 (Mar)March四月 (Apr)April五月 May六月 (Jun)June七月 (Jul)July八月 (Aug)August九月 (Sep)September十月 (Oct)October十

12、一月 (Nov)November十二月 (Dec)December星期一(Mon)Monday星期二(Tues)Tuesday星期三(Wed)Wednesday星期四(Thur)(s)Thursday星期五(Fri)Friday星期六(Sat)Saturday星期天(Sun)Sunday基序數(shù)的表達法漢語+基序+簡寫漢語+基序+簡寫一 onefirst(1st)十二 twelveTwentieth(12th)二 twosecond(2nd)十三 thirteenthirteenth(13th)三 threethird(3rd)十四 fourteenfourteenth(14th)四 fourf

13、ourth(4th)十五 fifteenfifteenth(15th)五 fivefifth(5th)十六 sixteensixteenth (16th)六 sixsixth(6th)十七 seventeenseventeenth (17th)七 sevenseventh(7th)十八 eighteeneighteenth (18th)八 eighteighth(8th)十九 nineteennineteenth (19th)九 nineninth(9th)二十 twentytwentieth(20th)十 tententh(10th)三十 thirtythirtieth(30th)十一 el

14、eveneleventh(11th)零 zero在號碼中讀“O”Chapter 2酒店英語前廳部Section 1客房預定基本詞匯：reserve預定 hold the line不掛斷 single單個的 twin一對的 double一雙的 availability可用性 per每一的 unguaranteed無擔保的 scheduled如期常用句型：1. 您好，客房預定部，請問有什么可以幫助您？Good morning, Room reservations. May I help you? 2. 我想預定一個房間。Yes, Id like to reserve a room.3. 謝謝您，要

15、定在什么時候吧？您一行有多少人？Thank you, sir. For which date and how many guests will there be in your party?4. 四月16日到20日。只有我和我太太。From April 16th to 20th. Just my wife and myself.5. 請別掛斷好嗎？ Could you hold the line, please? 6. 我來查一下是否有空房間。Ill check our room availability.7. 您能告訴我您的姓名和電話號碼嗎？May I have your name and

16、phone number, please?8. 您想要什么樣的房間？What kind of room would you prefer?9. 您希望住幾晚？How many nights do you wish to stay?10. 讓您久等了，先生/女士。Thank you for waiting, sir/maam. 11. 單人房/雙人房每晚*人民幣。A single room/a twin room (a double room)is *RMB.3、樣本對話R=Reservation Clerk G=GuestR: Good morning. Room Reservation .M

17、ay I help you?G: Yes, Id like to reserve a room.R: Thank you, sir. For which date and how many guests will there be in your party?G; From April 16th to 20th. Just my wife and myself.R: A twin, please.G:Could you hold the line, please? Ill check our room availability.(After a while)Thank you for wait

18、ing, sir. We have a twin room at US$180 per night, will that be right?G: Ok, Ill take it.R: Thank you, sir. May I have your name and you phone number, please?Excuse me, how do you spell your first name?G: Its L,I.R: L,I. thank you, Mr. Li. May I know your arrival time on April 16th?G: Around 9:00p.m

19、.R: Mr. Li, for the unguaranteed reservation, we can only hold the room by 6:00p.m., because it is the peak season now. If you make a guaranteed reservation, we can hold the room overnight. Would you like to make a guaranteed reservation by credit card?G: Fine, Do you accept American Express? R: Yes

20、. May I know the number?G: Its 134986.R: Thank you, Mr. Li. You ve made a guaranteed reservation at the ChuZhou King-house hotel, from April 16th to 20th for 5 nights. If you cant arrive as scheduled, please inform us before p.m. on April 16th. Thank you for calling and we look forward to serving yo

21、u.Section 2 前廳接待基本詞匯：Registration登記 form表格 luggage行李 cart手推車 record記錄apologize道歉 check-in登記入住 exactly完全正確 payment付款常用句型：1. 下午好，歡迎光臨*酒店。Good afternoon. Welcome to * Hotel.2. 能為您效勞嗎?May I help you?3. 請?zhí)钸@張登記表好嗎？Could you fill out the registration form, please?4. 謝謝您，*先生，您的房間號為*樓的*房。Thank you, Mr.*. You

22、r room number is *, that is on the *th floor.5. 服務員會帶您過去。A bellman will show you the room.6. 希望您住的愉快。Please enjoy your stay.7. 我派個行李員來幫您搬行李。Ill send a porter to help you with the luggage.8. 請讓我來幫您拿行李。Let me help you with the luggage.9. 您一共有幾件行李？How many pieces of luggage do you have?10. 請稍候，我去推一輛行李車

23、來。Just a minute, please. Ill bring a trolley/baggage cart.11. 我們?yōu)槟龅氖窃谔邢蘖?。This is really the least we can do for you. 12. 我們可能忽略了一些細小的地方。We might have overlooked some points.13. 可能是除了什么差錯。There could have been some mistake. 14. 實在對不起。I do apologize.樣本對話：C=Front Office Clerk G= GuestC: Good afternoo

24、n. Welcome to King-house hotel. May I help you?G: Yes, Id like to check-in, please.C: Certainly, sir. May I have your name, please?G: Im Polly Green.C: Do you have reservation with us, Mr. Green?G: Yes, from tonight. C: Just a moment, please. Ill check our reservation record.(After a while )Thank yo

25、u for waiting, Mr. Green. Your reservation is for a twin from March 5th to 7th for three nights. Is that all right?G: Exactly.C: Could you fill out the registration form, please?G: Fine.(Fill in the form)C: How would you like to make payment?G: By American Express Card.C: May I take a print of the c

26、ard, please?G: Sure, here you are.C: Thank you, Mr. Green. Your room number is 2008, thats on the 8th floor.A bellman will show you the room. Please enjoy your stay.（處理投訴）C=Front Office Clerk G=GuestC: Good evening, Front Office. Can I help you?G: This is Mrs. Green, Room 2046. I ve just checked in

27、and Im not happy with my room.C: May I know what is wrong?G: The room is smelly and there is someones hair on my bed! I didnt expect such things would happen in your hotel.C: Im sorry to hear that, Mrs. Green. Ill send a housemaid to your room at once. She will bring air fresher and make up the bed

28、again for you. We do apologize for the inconvenience.G: Thats fine. Thank you.C: Youre welcome, Mrs. Green. My names Lin Ling, and if there is anything else I can do for you, please dont hesitate to call me.C: (Printed the card) could you sign here, please?G: Sure.C: Thank you, Mr. Green. Here is yo

29、ur card and your receipt. Have a nice trip.Section 3商務中心基本詞匯：urgent緊急的 original原始的;原件 fax 傳真 business center商務中心 code 代碼 parcel包裹 directly直接 extension分機;延長常用句型：1. 好的，您想復印多少份？Certainly, How many copies would you like? 2. 每張2份。Two copies for each.3. 是急件。Its urgent.4. 我需要5點以前拿到。I need it before 5 o clo

30、ck.5. 我想要復印/打(字)/打印這個。Id like to copy/tape/print this.6. 這是您的原件。Here is your original.7. 我把原件放在這里。Ill leave the original here.8. 等復印好了就打電話通知我吧。Please call me when the copy is ready.9. 我想要發(fā)份傳真。Id like to send a fax.10. 發(fā)去哪里？To where?11. 請寫下國家代號、區(qū)號和對方的號碼。Please write down the country code, the area co

31、de and their number.12. *先生，我是商務中心的*。Mr.*,this is *from the Business Center. 13. 我們收到給您的一份傳真。We have received a fax for you.14. 你們如何收費？Whats the rate?15. 最低收費是*元。The minimum charge is * Yuan.16. 您檢查一下好嗎？Could you check it?17. 我怎樣可以去*？How can I get to *?18. 您可以乘*路公交車去。You may take Bus NO.*.19. 如果你搭的士

32、去的話，大概要15分鐘。If you take a taxi, it will take you 15 minutes.20. 我要寄封信。Id like to poster a letter.21. 我要寄一個包裹。Id like to send a parcel.22. 郵費是多少？How much is the postage?23. 我現(xiàn)在還不清楚。I cant say for sure now? 24. 我遲一些告訴您可以嗎？Ill let you know later, will that be all right?25. 沒問題，先生。No problem, sir. 26. 這

33、兒有一份價格表。Here is the rate list.27. 晚上好，詢問臺。Good evening, information Desk.28. 請再說一次好嗎Could you repeat that, please?29. 請說慢一點好嗎？Could you speak more slowly, please?30. 請說大聲一點好嗎？Could you speak a little louder, please?31. 您能幫我接通客房預定部/餐廳預訂部/客房送餐服務部嗎？Could you put me through to Room Reservations/the Rest

34、aurant Reservation Desk/Room Service？32. 我這就為您轉接過去。ll put you through.33. 您能再試一次嗎？Could you try again?34. 打內線，直接撥房號。From the house phone, please dial the room number directly.35. 請撥分機*。Please dial extension *.36. 每天有幾次航班。There are several flights a day.37. 我們可以為您訂票。We can book a ticket for you.38. 您

35、要哪一天的票？Which days tickets would you like?39. 您想坐哪次車？Which train would you like to take?40. 我想坐1592次。I d like to take train 1592.41. 您要座位還是臥鋪？A seat or a berth?42. 硬臥票已經(jīng)賣完了。Hard berth tickets are not available now?43. 軟臥怎么樣？How about a soft berth ticket?44. 我要一張下鋪，多少錢？A low berth ticket, please.Secti

36、on 4結賬退宿基本詞匯：check out結帳 personal個人的 cheque支票 draw up起草 cashier收銀員 credit card信用卡 receipt收據(jù) 常用句型：1. 如果您在中午12點以后退宿，就得付半天的房費(如果您在中午下午六點以后退宿，就得付半天一天的房費)。If you check out after12:00 at noon, youll have to pay half of the rate. (If you check out after 6 p.m., youll have to pay the full rate.)2. 對不起，我們不能接

37、受個人支票。Im sorry, but we are not allowed to accept personal cheque.3. 根據(jù)酒店的規(guī)定，我們不受個人支票。But we dont accept personal checks according to the hotel policy.4. 我想退宿.Id like to check out.5. 好的,請把房間鑰匙給我好嗎?Certainly, sir. May I have your room key, please?6. 請等一下,我?guī)湍Y算賬單.Just a moment, please. I ll draw up you

38、r bill for you.7. 收銀員馬上會幫您準備好您的賬單.The cashier will have your bill ready in a moment.8. 讓您久等了，*先生。Thank you for your waiting, Mr.*.9. 這是您的賬單。Here is your bill.10. 您要核對一下嗎？Would you like to check it?11. 您打算如何付款呢？How would you like to make payment?12. 用現(xiàn)金/信用卡/旅行支票.In cash./By credit card./By travelers

39、checks.13. 美元兌人民幣的兌換率100：*。The exchange rate of US dollar to RMB is100:*. 14. 那就是說該給您*元人民幣。That will give you RMB * Yuan.15. 請您在這里簽名，好嗎？Could you sign here, please?16. 這是您的卡和收據(jù)。Here is your card and your receipt. 17. 祝您旅途愉快Have a nice trip.18. 我們期待能再次為您服務。We look forward to serving you again.樣本對話：C=

40、Cashier G=GuestC: Good morning, sir. May I help you?G: Yes, Id like to check out.C: Certainly sir. May I have your room key, please?G: Sure. Here it is.C: Just a moment, please. Ill draw up your bill for you.(After a while)C: Mr. Green, your bill totals US$520. How would you like to make the payment

41、?G: By credit Card. Do you accept Visa?C: Yes, Mr. Green.G: Here you are.Chapter 3 酒店英語房務部客房服務Housekeeping Service一、關鍵詞語 Key words bed 床basin 洗臉盆single bed 單人床bath-tub 浴缸double-size bed 雙人床shower cap 浴帽extra bed 加床shampoo 洗發(fā)水sheet 床單conditioner 護發(fā)素blanket 毛毯comb 梳子quilt 棉被tooth-paste 牙膏bed spread 床罩

42、tooth-brush 牙刷pillow 枕頭soap 肥皂pillow-case 枕頭套bedside 肥皂碟bedside 床頭柜cotton tips 棉簽wardrobe closet 水龍頭switch 開關shower curtain 浴簾lampshade 燈罩towel rail 毛巾架bulb holder 燈頭bathrobe 浴衣lampshade 燈罩towel rail 毛巾架bulb holder 燈頭bathrobe 浴衣bulb 燈泡tank 水箱socket 插座shower head 噴頭hair dryer 電吹頭telephone 電話shaver 剃須

43、刀telephone directory 電話目錄electric razor 電動剃須刀slippers 拖鞋 glass 水杯ball-pen 圓珠筆ashtray 煙灰缸aerogram 航空郵件match 火柴questionnaire 意見書tea table 茶幾post card 明信片curtain 窗簾 brochure 酒店簡介blackout drape 遮光窗簾hotel card 酒店名片 cloth brush 衣刷desk 寫字臺 shoe-horn 鞋拔stationery folder 文件夾mirror 鏡子letter paper 信紙clothes ha

44、nger 衣架air mail envelope 航空信封carpet 地毯service directory 服務指南rubbish bin 垃圾桶 sewing kit 針線包 toilet 恭桶bath foam 淋浴液body lotion 潤膚露quality executive 行政樓層 bathroom 浴室deluxe suit 豪華套房 refrigerator 冰箱double room 雙人房 chair 椅子twin room 雙床房sofa 沙發(fā) stepping pad 墊腳凳bed light 床頭燈 safety box 保險箱 telephone 電話機 painting 壁畫 shoe brush 鞋刷 bath mat towel 地巾 bath towel 浴巾 towel 毛巾hand towel 方巾 al