酒店英語培訓(xùn)手冊97878

1、酒店英語培訓(xùn)手冊English Training Manual目錄CONTENTSForeword 1 前言Part One 2 第一部分Courtesy English 基本禮貌用語Part Two 18 第二部分Front Office Service 前廳服務(wù)Part Three 29 第三部分Housekeeping Service 客房服務(wù)Part Four 44 第四部分Food and Beverage Service 餐飲服務(wù)前言ForewordAS the world has already stepped into the era of knowledge economy,

2、 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 foreign guests. This English Training Manual is compiled by the Human Resources Department for the staffs study and improve

3、ment.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Courtesy English一、歡迎問候語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

4、.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.真高興再次見到您。6、I hope youll enjoy your staying here.我希望你們在這兒逗留愉快。7、Have a nice stay with us.希望您與我們在一起時開心愉快。8、Did you have a nice trip?旅途愉快嗎？二、祝賀語Congratulation1、 Congratulations.恭喜您。2、 Happy new year.新年快樂。3

5、、 Happy birthday to you.生日快樂。4、 Merry Christmas.圣誕快樂。5、 Wish you every success.祝您成功。6、 Wish you good luck.祝您好運。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Farewell1、 Goodbye.再見。2、 See you tomorrow.明天見。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

6、快。5、 goodbye and hope to see you again.再見，希望再見到您。6、 Have a nice trip.旅途愉快。四、征詢語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 can do for you?我還能為您做些什么？4、 will it trouble you ?那會麻煩您嗎？5、 Would you like ?您喜歡？6、 Would you mind if ？五、應(yīng)答語Responses1、 You are

7、 welcome.愿意效勞。2、 It doesnt matter.沒關(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 serve you .樂意為您服務(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.我一會兒就來為您服務(wù)。10、 Tha

8、nk you for your advice (information, help)感謝您的忠告（信息、幫助）。六、道歉語Apologies1、 Excuse me 對不起。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.對不起，是我們的過錯。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

9、們將盡力使您滿意。7、 Please forget it, sir/madam.請不要放在心上，先生/小姐。8、 Im sorry about it .關(guān)于那件事，我很抱歉。七、婉言推托語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，但是我們上班時不方便飲酒。八、接聽電話語Telephone Sentences1、Good morning, Reception×&#

10、215;speaking.May I help you?您好，總臺，我是某某2、Sorry, youve dialed a wrong number.抱歉，您打錯電話了。3、Please dial number，thanks.請撥號碼，謝謝。4、Whos calling, please?請問您是誰？5、Hold the line please, Ill see if she is available.6、Sorry, I still dont understand what you said.抱歉，我仍不明白您說什么。7、Could you repeat that please?請您再重復(fù)一遍

11、好嗎？8、Will you please speak more slowly?請您說的慢一點好嗎？ 10.Imsorry,I cant follow you.抱歉，我聽不懂。九、答謝語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

12、to have your staying with us.您來我店是我們的榮幸。7.Thank you for such a lovely gift.謝謝您給了我這么可愛的禮物。8.My pleasure.這是我的榮幸。十、指路用語Giving directions1. After you please,sir (madam).2. Go straight ahead,sir(madam).請筆直走，先生/女士。3. This way, please.這邊請。4. Turn left(right)at the first corner.在第一個拐口左轉(zhuǎn)（右轉(zhuǎn)）。5. Please use th

13、e 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，我很樂意為您查清楚9. When you return to the hotel,please show this hotel

14、 card to the driver.當(dāng)您回酒店的時候，請把這張酒店卡給司機看。10.I will take you there,sir/madam.我?guī)ィ壬?女士。十一、提醒用語Remind words1.Please dont leave anything behind.請別遺忘您的東西。2.Please dont smoke here.請不要在這里抽煙。3、Please be careful.請當(dāng)心。十二、情景應(yīng)對Situational responses(一) 可以滿足客人之要求時；1. Certainly,sir/madam.好的，先生/小姐。2. Ill go and ge

15、t it right away,sir/madam.我馬上去拿來，先生/小姐。3. Immediately,sir/madam.馬上就來，先生/小姐。（二）不能滿足客人之要求時；1. Im terribly sorry, we dont have非常抱歉，我們沒有2. Awfuly sorry,sir/madam.We have sold out實在抱歉，先生/小姐，我們已經(jīng)賣完了。3. Im afraid we do not have恐怕我們已沒有（三）一時未能肯定是否能滿足客人之要求時：1. If you wait a minute, sir/madam.Ill try to find o

16、ut it for you.如果您能等一會兒，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，我們確實有（四）客人征詢你的同意可否拿走某物伯時：1.Certainly,sir/madam.Let me help you .好的，先生/小姐，讓我來幫您。2.Go ahead please.Youre welcome.請拿吧，您可以隨意使用。（五）當(dāng)不能答允客人的要求時：1.I am so sorry,we cant do that,Its

17、 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：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

18、。（七）婉拒客人的要求時：1. Im sorry.I cant do it.對不起，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：1. Im sorry,sir I must go .Nice talking with you.很抱歉，先生，我必須走了。和您談話真令人愉快。2. Good bye ,sir/madam.請原諒我。（九）若客人客氣地與你說聲“有個愉快的周末”等祝賀語的時候；1. Thank you .You to

19、o,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，應(yīng)說：1. Excuse me for interrupting.對不起，打擾了。2May I take up a few minutes of your time?我能占用你們一會兒時間嗎？3.May I speak to you for a moment,sir/madam.我能與您談會兒嗎，先生/小姐。（十一）當(dāng)客人催

20、促時：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：Here is yourSir/madam.這是您的，先生/小姐。（十三）接受投訴或批評時：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發(fā)生這種事情了。2. Ill speak to our manager about it ,please accept our aplolgies.

21、我會報告我的經(jīng)理，請接受我們的道歉。（十四）處理錯誤或過失時；1. Im rettibly sorry.There could have been some mistake.I do apologize.非常抱歉，一定出錯了，實在對不起。2. Im sorry,sir/madam.Ill look into the matter at once.對不起，先生/小姐。我馬上查核這件事。（十五）當(dāng)你聽不懂時：1. Im sorry I dont understand.Ill get you the manager.對不起，我不明白，我去叫經(jīng)理來。2. Im sorry,I dont underst

22、and.Can you show me?對不起，我聽不懂，請問您能給我看嗎？（十六）請客人作某種事情時：1. Could you(sign here),please?請問您能（在這兒簽名）嗎？2. May I ask you to (return in 5minutes),sir/madam?我能請您（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）聽到對客人不利的事時：Im sorry to hear that.I hope you will be better soon.真抱歉聽到這個消息，希望

23、您很快就會好起來。（十八）當(dāng)你知道客人一個好消息時：Im glad to hear that.很高興聽到這個消息。（十九）當(dāng)客人因為自己動作慢、手腳不靈或殘疾而感到困窘時：1. Please take your time,sir.Theres no hurry.請慢慢來，先生。不用忙。2.Dont worry,madam.well see to it.不必擔(dān)心，夫人。我們會料理的。3.Dont worry,sir.Well clean it up.不必擔(dān)心，先生。我們會把它收拾干凈的。（二十）當(dāng)客情忙，你不能同時招呼兩位客人時；Ill be with you in a moment, sir/

24、madam.我一會兒就為您服務(wù)，先生/小姐。（二十一）當(dāng)人手短缺而外賓需要服務(wù)時：1. Ill be with you in moment, sir.我一會兒就來招呼您，先生。2. Ill sorry. I must take each guest by turn, sir.很抱歉，我必須按先后次序為顧客服務(wù)，先生。3. Ill be with you as soon as possible.我將盡快來為您服務(wù)。十三、酒店部門名稱Names of the hotel sectionsDepartment 部門Executive Office 行政辦Engineering Dept. 工程部Hu

25、man Resources Dept. 人力資源部Accounting Dept. 財務(wù)部Food Beverage Dept 餐飲部Security Dept. 安全部Sales Marketing Dept 市場部Front Office Dept. 前廳部Recreation Dept. 康樂部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 問詢處Cashiers 收銀處Chinese Restaurant 中餐廳Weste

26、rn Restaurant 西餐廳Lobby Bar 大堂吧Beauty salon 美容中心Night Club 夜總會Swimming Pool 游泳池Sauna 桑拿Shopping Mall 購物中心Clinic 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Rose Garden 玫瑰花園Chess and Cards Room 棋牌室L

27、ong bar 廊吧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 話務(wù)員Bellboy 行李員Driver 司機Receptionist 接待員Secretary 秘書Repairman 維修員十四、節(jié)日和慶祝日Festival and Celebration

28、Spring 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 周年紀念日International Labor Day 國際勞動節(jié)International Childrens day 國際兒童節(jié)前廳服務(wù)Front Office Service一、關(guān)鍵詞語Key wordsLobby 大堂Emergency exit 緊急出口Safety boxe

29、s 保險箱Presidential suite 總統(tǒng)套房Single room 單人間Standard room 標準間Check-in 登記入住Check-out 退房Registration form 登記卡Room charge 房價Service charge 服務(wù)費Discount 折扣Identification 身份證Operator 總機Elevator 電梯Deposit 定金Passport 護照Tariff 房價表Baggage/luggage 行李Face south 朝南Trolley cart 行李車Special rate 優(yōu)惠價Arrival time 到達時間

30、Department time 離開時間Flight number 航班號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

31、與房間號碼嗎？4. Here is your key card, please keep it until you check out.這是您的鑰匙卡，住店期間請包管好。5. Thank you for calling. We look forward to serving you. Goodbye.謝謝您打電話來，我們期待為您服務(wù)，再見。6. To whom should we send the bill?我們應(yīng)該把帳單寄給誰？7. We are fully booked for all types of rooms on that night.那天晚上各種類型的房間都預(yù)約額滿了。8. We

32、 hope well have another opportunity of serving you.我們希望另有機會為您效勞。9. Could you show me your passport, please?能出示一下您的護照嗎？10. Dont worry sir. Ill call our Assistant Manager to help you now.別著急，先生。我傳呼大堂副理來幫您。11. Our bellboy will your bags and show you the room. 我們的行李員會幫您拿行李，并領(lǐng)您去房間。12. Im afraid its again

33、st the hotels regulations.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。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

34、。16. Im sorry, sir. There has been a mistake. Please wait a moment while I correct the bill.對不起，先生，這里有些錯，請您稍候，讓我更正一下。17. It takes about 30 minutes by taxi to the Xiaoshan Airport. The charge is 100 Yuan.到蕭山機場大約需要30分鐘，費用是100元。18Please give the slip to the taxi driver and hell take you there.請把這張字條交給出

35、租車司機，他會送您到那里的。19.Here is a brochure explaining hotel services.這兒用說明酒店的服務(wù)手冊。20.There are safety deposit boxes at the Front Desk.總臺有存放貴物品的保險箱。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，對于沒有預(yù)訂的客人，我們要收一天的費用作為押金。22.Do you need a map or hotel car

36、d?請問您要地圖或是酒店名片嗎？23.Sir,you 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，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.對不起，國內(nèi)電

37、話是沒有對方付費的，您得自己付款。25.For outside calls, please press 9 first and when you hear the dialing tone, press the number you want.打外線請先按9，聽到聲響后再按您的要的號碼。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?請問需要幫您叫車嗎？28.Well send your original copy to your room after we

38、have faxed that.我們發(fā)出傳真后，會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.請去那邊帳臺付款。三、情景對話ConversationA. Room reservation Reservationist; New Century Grand Hotel, Reservation Desk. Can I help you?Guest: I an calling from Pa

39、ris. Id like to reserve a 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

40、for those days.Thank you 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

41、: 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. We look forward to serving you.B. RegistrationClerk: Good afternoon. Welcome to th

42、e New Century Grand Hotel .May I help you ,sir?Guest: Yes, Id like to check-in, please.C: Certainly ,sir. May I have your name ,please?G: Yes , its George Brown.C: Do you have a reservation with us, Mr. Brown?G: Yes.C: Just a moment , please. Ill check our reservation recordthank you for waiting, Mr

43、. .Brown. Your reservation is for a suite for three nights . Could you fill out the registrations card , please?G: Ok, Thank you.C: How would you like to make payment, Mr. .Brown?G: By credit card.C: May I take a print of the card ,please? Thank you ,Mr. . Brown. Your room is 3706 on the 37 floor .

44、Just a moment please. A bellboy will show you to your room . I hope you will enjoy your stay.C. Depositing bagsGuest: Id like to leave these with you.Bellman: Certainly, sir. How many pieces?G: Five in all.B :Is there anything valuable or breakable in your bags?G: No,B: Thank you.G: When dose the cl

45、oakroom close?B: The cloakroom is open until 9p.m. Here are the name tags.G: Thank you , goodbye.B: Goodbye,D. Business CenterClerk : Good morning . Business Center , May I help you?Guest : Good morning . This is Henry Bellow calling from Room 3904.Would you mind giving me some information on your services?C: Certainly , Mr. ,Bellow. We have a lot of facilities to offer secretary service for our busi