客房英語培訓(xùn)ppt課件

1、客房英語培訓(xùn)教材HOUSEKEEPING ENGLISH TRAINING COURSEChapter 1. Courtesy English第一部分 禮貌英語“Good Morning, Sir / Madam.“Good Afternoon, Sir / Madam.“Good Evening, Sir / Madam.“May I help you, Sir / Madam?1、見面打招呼“Please“Thank You“Excuse Me“Pardon Me2、能討人喜歡的談吐“Mr. “Mrs. “Mr. & Mrs. “Master3、客人喜歡聽他稱謂他的姓氏“Sir“Madam

2、“Miss“Sir & Madam4、普通個人的稱謂“Gentlemen“Ladies & Gentlemen“Ladies“Lady & Cattlemen5、團體客人的稱謂“How are you today, Mr. ?“Very well, Thank you. And yourself. Sir?6、見面時的寒喧“Yes, Sir / Madam.“May I help you ?“Ill be with you in a moment, Sir / Madam.“Sorry to have kept you waiting, Sir / Madam. 7、應(yīng)對客人呼喚的詞句“Cer

3、tainly , Sir / Madam.“Ill go and get it right away , Sir / Madam.“Yes, Sir / Madam.“Immediately, Sir / Madam.8、可以供應(yīng)客人之要求時, 應(yīng)對“Sorry, we have Run out of .“Im terribly Sorry. We dont have . “Awfully sorry. Sir / Madam. We have sold out . “Im Afraid We do not have .9、不能供應(yīng)客人之要求時, 應(yīng)對“If you wait a minute

4、, Sir / Madam. Ill try to find out.“Yes, Certainly. Allow me.10、一時未能一定能否能供應(yīng)客人之要求時, 應(yīng)對“My Name Is . Call me any time. Im very glad to be of service.11、自我引見“My pleasure“Youre most welcome“Glad to be of service12、當(dāng)客人向他道謝時“Thats quite all right.“It doesnt matter.“Its Nothing.13、當(dāng)客人向他負疚時“Im sorry.14、讓路給客

5、人“Certainly, Sir / Madam. Let me help you.“Go ahead please. Youre welcome.“Yes , of course. Allow Me.15、客人微詢他的贊同可否拿走某物件時“So sorry we cant do that. Its against our rules.“Im terribly sorry, we are not permitted to do this.“Im afraid its against company policy. Im so sorry.16、當(dāng)不能答允客人的要求時“No, thank you

6、. Youre very kind.“Its awfully kind of you. But no, thank you.17、當(dāng)客人由於客氣而給他賞物時“No. Im sorry.“Im afraid thats not so.“Im afraid not. Unfortunately.“Not really.“No, Sir / Madam. It is not.18、婉拒客人的要求時“Im sorry. Sir. Im being called away . Have a pleasant day. Sir / Madam.“Good day, Sir / Madam.19、中斷與客人

7、說話時“You too , Sir / Madam.“And you , Sir / Madam.“The Same to you , Sir/ Madam. 20、假設(shè)客人客氣地先和他說“有個愉快的周未的時候“Please take your time, Sir / Madam . Theres no hurry.21、客人因他的緩慢, 拙劣而面露為難時“Excuse me for interrupting.“May I take up a few moments of your time?“May I Speak to you for a moment, Sir / Madam?22、要打

8、斷客人的說話時, 應(yīng)說“Sorry to have kept you waiting. Ill see to it right away.23、當(dāng)客人敦促他時“Here is your . Sir / Madam.24、向客人展現(xiàn)單據(jù)等物時“Good morning / Afternoon/evening.This is . My name is . May I help you? 25、接聽時“Thank you for telling us, Sir / Madam. I assure you it wont happen again. Ill speak to our manager a

9、bout it. Please accept our apology.26、接受贊揚或批判時“Im terribly sorry. There could have been some mistake. I do apologise .“Im sorry, Sir / Madam. Ill look into the matter at once.27、處置錯誤或達失時“Im sorry . I dont understand. Ill get you the manager.“Im sorry, I dont understand. Can you please show me?28、當(dāng)他聽

10、不懂時“Go straight ahead.“Turn left / right at the first corner.“Go up the escalator.“Go down to the lobby.“Sorry, Im not sure. If youll wait a minute. Ill be glad to find out for you.29、為客人指示方向“Could you (Sign here), please?“May I ask you to (return in 5 minutes) Sir / Madam?“Could I Have ( your name)

11、 Sir / Madam?“Please ( come this way) 30、請客人作某種事情時Chapter 2.General English Conversation第二部分 根本會話VOCABULARYWelcome 歡迎 friend 朋友 farewell 告別Identify 識別 definitely 一定 safe 平安的Enjoy 喜歡 pleased 高興 sure 當(dāng)然trip 旅游 weekend 周末 again 再look forward to盼望 satisfaction 稱心UNIT 1:GREETINGS & FAREWELLSGood morning.

12、 Good Afternoon.早上好。 下午好。Good evening. Welcome back. 晚上好。 歡迎回來。Hello. How do you do? 他好 他好嗎？How are you? Fine, thank you, and you?他好嗎？ 很好，謝謝，他呢？Good-bye. Good night. 再見。 晚安。PHRASES ON THE JOBIt was nice to see you again. 很高興又見到他。 Have a Have a good evening. See you later.晚上愉快。 回頭見d weekend. Have a s

13、afe trip.周末愉快。 一路平安。Have a good day. Hope to see you again.祝您愉快。 希望再見到您。Thank you for coming. (Thanks for coming)贊賞光臨。Look forward to seeing you again.盼望再見到您。Staff: Good morning. Mr. Smith. How are you today?Guest: Good morning, Jane. Im fine, thanks, and you?Staff: Im fine, too. Are you checking-ou

14、t today?Guest: Yes, I think so.Staff: Did you enjoy your stay here?Guest: Yes, I did.TALKING TO THE GUESTStaff: I hope our service is to your satisfaction.Guest: Sure. Im very pleased with everything here.Staff: Thank you. I wish you a nice trip home and look forward to seeing you again.Guest: Thank

15、 you. Ill definitely come to the Renaissance next time Im in Tianjin.VOCABULARYIntroduction 引見 happy 高興 spell out拼寫出來meet會見 glad 高興 first name名pleased 高興 nice 很好 last name 姓Certainly 當(dāng)然了 pleasure 高興 enjoy 喜歡UNIT 2:INTRODUCTIONSMy name is John Smith. 我叫約翰.史密斯Its nice to meet you. 很高興見到您。 Im glad to m

16、eet you.很高興見到您。Im Mary Copper.我叫瑪麗.庫伯。 Im pleased to meet you.很高興見到您。PHRASES ON THE JOBLet me introduce you to John Smith. 我把他引見給約翰.史密斯。Id like to introduce you to Mary Silver.我想把他引見個瑪麗。Id like you to meet Mr. Thomson.希望他認一下托瑪斯先生。I dont think weve met before.我想我們以前沒見過。Have we met before?我們以前見過面嗎？ Yo

17、ure new here, arent you?他是新來的，對嗎？Staff: Good morning. May I know your name?Guest: Certainly. My name is John Parkinson.Staff: Would you please spell your last name?Guest: Sure. P-a-r-k-i-n-s-o-n.Staff: How do you do Mr. Parkinson? Welcome to our hotel.Guest: How do you do? Very nice to meet you.Staf

18、f: Hope youll enjoy your stay here.Guest: I think I will.Staff: See you later.Guest: See you.TALKING TO THE GUESTVOCABULARYexcuse 原諒 apologize懇求原涼mistake 錯誤 forgive 原諒 mind 介意 assure 保證sorry 對不起 right away馬上happen 發(fā)生 bill 帳單Check 檢查，帳單UNIT 3:APOLOGIESExcuse me. Im sorry. Please forgive me. Thats OK.

19、打擾一下。 對不起。 請原諒。 沒什么。I do apologize. Thats all right. Please accept our apology.我很負疚。 沒關(guān)系。 請接受我們的歉意。Would you please wait a moment? 請稍等好嗎？Would you mind waiting a second?請稍等好嗎？I didnt mean for that to happen. 我是不想出這種事的。 I assure you it wont happen again.我向您保證以后不再發(fā)生這種事。PHRASES ON THE JOBGuest: Excuse

20、me. I think there is a mistake in my bill.Staff: Im sorry to hear that. Ill check for you right away. Would you please wait a moment?Guest: OK. ( a moment later)Staff: I do apologize, Mr. Smith. There is a mistake in your bill. I assure you it wont happen again.Guest: Well, thats all right.TALKING T

21、O THE GUESTVOCABULARYappreciate 喜歡 grateful 贊賞 offer 提供assist 協(xié)助 favor 喜歡 desire 希望request 要求 hesitate 猶疑 mind 介意trouble 費事 welcome 歡迎 follow me 跟corridor 走廊 show 展現(xiàn) serve 效力end 盡頭UNIT 4:OFFERING HELPAnything I can do for you? 我能為您做些什么？If theres anything I can do to help, please let me know.假設(shè)有我能協(xié)助的

22、話，請通知我。Can I help you? 我能協(xié)助嗎？ If I can be of assistance, please do not hesitate to ask.假設(shè)要我協(xié)助，別猶疑，雖然講。Do you need any help? 要協(xié)助嗎？ Id be very glad to help you.很高興認識您。PHRASES ON THE JOBCan I give you a hand? If you wouldnt mind.要協(xié)助嗎？ 假設(shè)他不介意。If you dont mind. If its no trouble.假設(shè)他不介意。 假設(shè)不費事的話。Theres no

23、 hurry. Please take you time.不焦急。 不焦急。Going up? Going down.上樓嗎？ 下樓。Staff: Excuse me. May I help you?Guest: Yes, Im looking for my room.Staff: May I know your room number, please?Guest: Yes, My room number is 358.Staff: Thats at the other end of the corridor. Follow me, please. Ill show you to your r

24、oom.Guest: Thank you. Its very kind of you.Staff: Its my pleasure so serve you. Please enjoy your stay.Guest: Yes. I will. TALKING TO THE GUESTStaff: Going up, sir?Guest: Yes.Staff: Watch your steps, please. The floor is wet.Guest: OK. Thank you.Staff: By the way, may I help you with your luggage?Gu

25、est: Sure. Thats very kind of you.Staff: Youre most welcome.VOCABULARYrepair 修繕 kitchen 廚房 wire 電線light 燈 noisy 吵 indeed 確實by the way 順便說一下 electrician電器師Colleague 同事as soon as possible 盡能夠早help sb. with sth 幫某人做某事UNIT 5:THANKS AND REPLIESThanks. Thank you very much. Thank you ever so much.謝謝。 非常贊賞。

26、 太贊賞了。I appreciate that/it. Thats very kind of you. You are so sweet.我很贊賞。 他太好了。 他真甜。Thank you just the same. Youre most welcome. 同樣得謝謝您 不客氣Its my pleasure to serve you. Thats quite all right.很榮幸為您效力 一點兒關(guān)系都沒有Im pleased to be of service to you.情愿為您效力I know next to nothing.我?guī)缀跻桓[不通。PHRASES ON THE JOBSt

27、aff: Good afternoon. Miss Thomson. Im here to repair your light.Guest: Thats very nice. Its this one in the kitchen. It doesnt work.Staff: Let me have a look. Oh, a wire is loose. Now, its all right.Guest: Yes, it is. Thank you very much indeed.Staff: Its my pleasure.Guest: By the way, my telephone

28、is too noisy. Could you please help me with this?TALKING TO THE GUESTStaff: Sorry. Im an electrician. I know next to nothing about telephone. But Ill call my colleague to come as soon as possible.Guest: OK. Thank you just the same.Staff: Not at all. Good-bye, Mrs. Thomson.Guest: Good-bye.VOCABULARYF

29、avor 喜歡 over there 在那邊do sb. a favor 為某人協(xié)助next to 緊挨著look for 尋覓request 要求 easy 容易reply 回答 trouble 費事Problem 問題UNIT 6:REQUESTS AND REPLIESWould you please do me a favor?能幫我個忙嗎？Could you do me a favor?幫我個忙好嗎？Could I ask you a favor?幫我個忙好嗎？Could you do a favor for me?幫我個忙好嗎？Could you possibly do a fav

30、or for me?幫我個忙好嗎？PHRASES ON THE JOBOf course. 當(dāng)然。 No problem. 沒問題。No trouble at all.不費事。 Id be glad to.我會很高興的。Guest: Excuse me.Staff: Yes?Guest: Could you please do me a favor?Staff: Certainly. What can I do for you?Guest: Im looking for the Sales Department.Staff: Thats easy. Its over there, next t

31、o the Information Desk.Guest: I see. Thanks a lot.Staff: My pleasure.TALKING TO THE GUESTVOCABULARYAge 年代 pretty 相當(dāng)?shù)膐n holiday 度假daughter 女兒 granddaughter 孫女grandson孫子 aunt 姨、姑、嬸 uncle 叔、伯、舅 son兒子first cousin 第一代表兄弟姐妹second cousin 第二代表兄弟姐妹UNIT 7:LONG TIME NO SEELong time no see. 好久不見了。 I havent seen

32、 you for ages.久日不見了。Congratulations.祝賀。PHRASES ON THE JOBStaff: Good morning. How are you Ms. Jackson? Havent seen you for ages.Guest: Yes. Long time no see. Im fine, thanks. How about you?Staff: Pretty well. Did you go on holiday?Guest: Yes. I went back home because my daughter had a baby.Staff: Co

33、ngratulations.Guest: Thanks.Staff: A girl or a boy?Guest: A girl.TALKING TO THE GUESTStaff: So you have a granddaughter now.Guest: A granddaughter? Ive got three.Staff: Three granddaughters?Guest: Yes, and a grandson as well.Staff: They must be very lovely.Guest: Sure. I enjoy them greatly.VOCABULAR

34、YReservation 預(yù)定 nationality國籍t least 至少 Im afraid 恐怕Australian 澳大利亞人pardon 原諒beg 懇求 on the fourth floor 在四樓repeat 反復(fù) possible 能夠intend 計劃 plan 方案UNIT 8:ASKING PEOPLE TO REPEATPardon? Please say it slowly.沒聽清？ 請漸漸講。I beg your pardon. Sorry?我沒聽清。 對不起？I didnt follow you.我沒聽懂。Would you please say it aga

35、in?請您再說一遍好嗎？PHRASES ON THE JOBStaff: Good afternoon, sir. Do you have a reservation?Guest: No, Im afraid not.Staff: May I know your name, please?Guest: Yes, Im David Stevenson.Staff: Your nationality?Guest: Im Australian.Staff: Sorry, I beg your pardon?Guest: Im Australian.Staff: I see. How long do

36、you intend to stay?Guest: At least a week. Possibly longer.Staff: Good. I can give you a room on the 4th floor. Is that all right?Guest: Youre most welcome.TALKING TO THE GUEST Chapter 3.Housekeeping English Conversation 第三部分 客房英語會話VOCABULARYFax miss 錯過 colleague 同事Lift 電梯 get off 下 left 左right 右 se

37、nd 發(fā)送take 乘 then 然后Front Office 前臺Business Centre 商務(wù)中心FINDING PLACESCould you please tell me?請他通知我好嗎? Its on the second floor.在二樓。Its on the right side of the corridor.在走廊的右邊。Turn left 左拐。PHRASES ON THE JOBStaff: Good morning, madam. Can I help you?Guest: Yes. Could you please tell me where I can se

38、nd a fax?Staff: You may go to the Business Centre. My colleague there can do it for you.Guest: But where is the Business Centre?Staff: Its on the second floor, just above the Front Office. You may take the lift here, get off the second floor, and then turn left. The Business Centre is on the right s

39、ide of the corridor. You cant miss it.Guest: Thank you very much. Youve been of great help.Staff: Its my pleasure to be of service.TALKING TO THE GUESTVOCABULARY Time 北京時間 special特殊的rate 價錢 correct正確的seem 似乎 cheaper 更廉價的in the morning在早上 at night 夜里urgent 緊急的 downtown 市中心hour 小時 difference 不同/差別oclo

40、ck 鐘TIMETheres a time difference of 6 hours. 時差6小時。 Id better make the call in the evening.我最好晚上打。Thats great.太棒了。Is it the correct time?時間準嗎？Its 5:50 by my watch.我的表是5點50分。PHRASES ON THE JOB Guest: Excuse me. What time is it now?Staff: Its 2:25 by my watch.Guest: Is it the correct time?Staff: Yes.

41、I think so.Guest: You use time here, dont you?Staff: Yes, we do.Guest: Do you know what time it is now in Holland?TALKING TO THE GUESTStaff: I guess it is about half past eight in the morning. There is a time difference of 6 hours.Guest: I see. I want to call back home. It seems Id better make the c

42、all in the evening.Staff: I think so if nothing is urgent, because there are special rates at night after 9:00.Guest: Do you mean cheaper?Staff: Yes.Guest: Thats great. Thank you.Staff: My pleasure.VOCABULARYcheck 檢查 German 德國人over there 在那里 American 美國人 second 秒 mean 意思wonder 奇異 stand for 代表taxi 出租

43、車Apartment Building公寓樓GETTING INFORMATIONWhat does this stand for?這代表什么？Thank you for your help. 贊賞您的協(xié)助。 Please wait a second.請等一會兒。Ill check for you.我給您查一下。No wonder.難怪呢！PHRASES ON THE JOBStaff: Good morning, maam. Anything I can do for you?Guest: Good morning. Im here to see my friend, but I dont

44、know which building she lives in.Staff: Do you have her room number?Guest: Yes. Its 408.Staff: May I know your friends name?Guest: Sure. Her name is Shelly. Shelly Wilson.Staff: Is she an American?Guest: No, she is German.TALKING TO THE GUESTStaff: Please wait a second. Ill check for you.Guest: OK.S

45、taff: Yes, here it is. She lives in Room 2408 in the Apartment Building over there.Guest: What does 2 mean?Staff: It stands for the Apartment Building.Guest: I see. No wonder. Thank you for your help.Staff: Youre welcome.VOCABULARYvisitor 客人 exit 出口adapter 銜接器 need 需求brief case 公文包 out of order 壞了co

46、upon 獎券 interesting 有趣room key 鑰匙 tour guide 導(dǎo)游Food Mall 食品街 Ancient Culture Street 古文化街VISTING A GUESTIm tied up at the moment. 我這會兒非常忙。Ill be off then.到那時我就下班了。Dont worry.別擔(dān)憂。 I did ask for one.我確實要了一個。PHRASES ON THE JOBStaff: Good afternoon, Mrs. Anderson. Can I clean your room now?Guest: Could y

47、ou please come back again. Im tied up at the moment. Ive some visitors.Staff: All right, no problem. When do you need me to come back?Guest: How about 6:00. Is that all right?Staff: Sorry. Ill be off then. Ill finish working at 5:30. But dont worry. One of my colleagues will come.Guest: OK.Staff: By

48、 the way, do you need an adapter?Guest: Yes. I did ask for one.Staff: Here you are. Ive got it for you.Guest: Thank you.Staff: Not at all.TALKING TO THE GUESTVOCABULARYDate 日期 Sunday 星期日 Monday 星期一Tuesday 星期二 Wednesday 星期三 Thursday 星期四Friday 星期五 Saturday 星期六 January 一月May 二月 March 三月 April 四月May 五月

49、June 六月 July 七月August 八月 September 九月 October 十月November 十一月 December 十二月 Spring 春天Summer 夏天 Autumn 秋天 Winter 冬天Easter 復(fù)活節(jié) Christmas 圣誕節(jié) Spring Festival春節(jié)Lunar Calendar 陰歷 Good Friday 主蒙難日DAYS & DATESThat is next Tuesday, isnt it?那是下星期二對嗎？My brother will get it on November 2nd.我弟弟將于11月2日收到。Planes ha

50、ve to fly over the International Dateline.飛機得飛越國際日期變卦線How silly I am.我真傻。PHRASES ON THE JOBGuest: Excuse me. What day is today?Staff: Today is Tuesday.Guest: Its October the 27th, isnt it?Staff: Yes, it is.Guest: How long does it take for a letter to get to America?Staff: About a week.Guest: So if I

51、 send a letter today, my brother will get it on November 2nd. That is next Tuesday, isnt it?Staff: No, it will be November 1st in America, because planes have to fly over the International Date line.Guest: Youre right. How silly I am.TALKING TO THE GUESTVOCABULARYMid-Autumn Festival 中秋節(jié)wonderful 太棒了

52、 music 音樂Important 重要的 entrance 入口nut 堅果 a little bit 一點兒pick 摘采 Policy 政策 celebrate 慶賀one-day trip 一日游 Traditional 傳統(tǒng)的MAKING AN APPOINTMENTI wonder if you would like to join us.不知您能否想和我們?nèi)?。I think so. I will.我想是的。 我會的。Im glad you like it.我很高興您能喜歡。 Thank you very much for telling me all this.非常贊賞通知我這

53、些。PHRASES ON THE JOBStaff: Good morning, Mrs. Jones.Guest: Good morning.Staff: You know the Mid-Autumn Festival is coming. Its an important traditional festival in China. The hotel is now organizing a one-day trip to the Great Wall. The holiday will be celebrated with music and nut picking.Guest: Th

54、ats a great idea. It will be wonderful.Staff: Yes, I think so. I wonder if you would like to join us.Guest: Definitely, but how shall we go?TALKING TO THE GUESTStaff: By the Hotel Taxi.Guest: What time shall we set out?Staff: At 5:30 in the morning. The taxi will be waiting for you at the entrance.

55、Please get there a little bit earlier, because the seat arrangement policy is on a first come, first serve basis.Guest: Ok, I will. Thank you very much for telling me all this.Staff: Im glad you like it.VOCABULARYplace of interest 旅游景點 visit觀賞recommend 引薦 scenic spot觀光景點just 恰好babysitter保姆historic p

56、lace 歷史古跡capital 首都Dynasty 皇朝 travel agency游覽社eitheror 或者assist協(xié)助by train/bus 乘火車/汽車wonder 奇觀Tian An Men Square天安門廣場The Summer Palace頤和園The Temple of Heaven 天壇Ming Tombs明十三陵ABOUT SIGHTSEEINGRight away.馬上。Have a nice time.祝您玩的愉快。Its a must. 那是個必看之處。The Housekeeping Department will arrange it for you.

57、客房部會給您安排的。How can I find a babysitter.我怎樣能找到個保姆。PHRASES ON THE JOBStaff: Good evening, sir. Anything I can do for you?Guest: Yes. My wife and I are going to tomorrow. This is our first visit, would you please recommend some places worth visiting?Staff: Ok. There are a lot of scenic spots and histori

58、c places in since it has been the capital of the country for hundreds of years. I think the Palace Museum is a must. Its just by Tian An Men Square. Emperors in Ming and Qing Dynasties once lived there. The Summer Palace, the Temple of Heaven and the Ming Tombs are points of interest, too.Guest: And

59、 also the Wall.Staff: Yes. People say its one of the seven wonders of the world.Guest: Do you think I can see them all in one day?Staff: Oh, no. You need at least seven days.Guest: How can we go to ?TALKING TO THE GUESTStaff: You can go either by plane.Guest: Can I book our tickets at the Hotel?Staf

60、f: Sure. The Travel Agency is just behind you.Guest: Yes, I see. Thats greet, by the way.Staff: Yes. Can I assist you further?Guest: How can I find a babysitter? My son is only three years old. We dont want to take him with us.Staff: Thats easy. I call the Housekeeping Department right away. They ca