酒店英語(yǔ)培訓(xùn)市公開課金獎(jiǎng)市賽課一等獎(jiǎng)?wù)n件

1、Basic Hotel EnglishFor New StaffI. Basic Courtesy EnglishII. Basic Service English第1頁(yè)P(yáng)EARL RIVER INTERNATIONAL HOTEL第2頁(yè)1.總經(jīng)理辦公室 General Manager Office2.市場(chǎng)銷售部 Sales & Marketing Department3.房務(wù)部 House Keeping Division4.餐飲部 Food & Beverage Department5.財(cái)務(wù)部 Finance Department fainns6.工程部 Engineering Depar

2、tmentendini7.行政人事部 Human Resources Department酒店各部門英文名(Vocabulary)第3頁(yè)Front Office前臺(tái) Front desk/Receptionrisepn總機(jī) Operator preit商務(wù)中心 Business Center 禮賓部 Concierge knsie(r)收銀臺(tái) Cashierk(r) 第4頁(yè)HousekeepingCustomer kstm service center服務(wù)中心Room Attendant tendnt樓層服務(wù)Public Area PALaundry l:ndri 洗衣房第5頁(yè)Food & B

3、everageWestern restaurant restrntBanquet Department bkwitBeverage bevrid DepartmentSteward sturd Lobby Bar第6頁(yè)酒店?duì)I業(yè)設(shè)施(Vocabulary)1. Lobby lbi2. Front desk前臺(tái)3. Chinese/Western Restaurant中/西餐廳 4. Conference knfrns 會(huì)議5. Guest room 客房6. Swimming Pool 游泳池7. Health hel Club 康體中心第7頁(yè)酒店服務(wù)設(shè)施(Vocabulary)1. Toile

4、t/Restroom/Washroom 洗手間 Female or Male 女/男洗手間2. Elevatoreliveit/Lift/escalator 電梯3. Parking area 停車場(chǎng)4. Shopping 購(gòu)物公共服務(wù)設(shè)施Escalatoresk,let(r) 5. Bus station6. railway station第8頁(yè)I. Basic Courtesy English第9頁(yè)-Good morning(afternoon, evening),Sir./Madam.-Good morning(afternoon, evening).-How are you?/how

5、are you doing?/How are you feeling today? /How is it going? 你好嗎？ - Fine/Just so so/Not bad.1.問候-Hello./HI./How do you do ?第10頁(yè)2.道別-Good-bye. And have a nice day(evening). Sir./Madam. -Thank you. Good bye.2) -Good-bye. And have a nice trip. Mr.Denny. -Thank you. Good bye.4) -Good night. Ms. White. -G

6、ood night. 晚安3)-See you!第11頁(yè)3. 致謝1)-Thank you(very much) -Youre welcome, Sir./Madam. 2)-Thank you. -My pleasure, Sir./Madam.3)- Thank you for your coming.4)-Thanks( a lot)第12頁(yè)4. 道歉-Im sorry, sir/Madam.-Im really sorry for-Im terribly terbli(極) sorry about-Thats all right./That ok.-Never mind, it doe

7、snt （really） matter.-Its nothing serious siris(嚴(yán)重). 第13頁(yè)II. Basic Service English第14頁(yè) 主動(dòng)向客人提供幫助-Good afternoon, Sir./Madam. Welcome to PIH/our hotel. (How)May I help you? What can I do for you ? May I . -Sure.第15頁(yè)請(qǐng)客人稍侯1) -Wait a moment, Sir./ Madam. Thank you for waiting.2) - Hold on, please. - Ok.第

8、16頁(yè)需打攪、提醒或打斷客人時(shí)-Excuse me, sir. May I come through?-Oh, Yes.第17頁(yè)向客人遞送物品時(shí)-Here you are, sir.-Thank you.第18頁(yè)向客人指示方向1)-Please follow me.(Let me show you.)2)-This way, please.turn rightGo straight streit(直)Turn left第19頁(yè)英語(yǔ)慣用語(yǔ)-FOWelcome to Pearl River International Hotel.After you.Do you want to check in

9、?What kind of room would you like?For how many nights ?May I see your passport/ID card, please?Please sign your name here, sir.Your room number is 1618 on the 16th floor.I hope you will enjoy your stay with us.第20頁(yè)對(duì)話現(xiàn)在有位外國(guó)客人走進(jìn)酒店大堂，你要怎么接待他呢？第21頁(yè)DialogueA： GUEST B：RECEPETIONISTB: Good morning, How may

10、 I help you?A: I wanna book a room.B:第22頁(yè)F & B-Welcome to our restaurant.-Have you got a reservation rezvein?-This way ,please /Please follow me .-Will this table be all right ?/-How about this table ?-Would you like something to drink ?-Would you like one bill or separate bills?第23頁(yè)假如你是個(gè)咨客，你怎樣接待客人？第24頁(yè)HousekeepingHousekeeping ,