酒店英語禮儀篇課件

1、安徽皇冠大酒店酒店英語禮儀篇課 程一、歡迎和問候二、祝賀語三、答謝和應(yīng)答語四、道歉語五、征詢與應(yīng)答語六、指路用語七、提醒用語八、告別用語九、基礎(chǔ)英語安徽皇冠大酒店基 礎(chǔ) 單 詞 (Vocabulary)安徽皇冠大酒店 問候（A）及 回答（B） 1、 A： Good morning /afternoon/ evening, sir/madam. 早上/下午/晚上好，先生/夫人. B： Good morning /afternoon/ evening, sir/madam. 早上/下午/晚上好，先生/夫人. （二）問候用語（Greeting） 安徽皇冠大酒店（二）問候用語（Greeting） 2、

2、A：How do you do? 您好！ B：How do you do? 您好！ 3、A：Glad to meet you. 很高興見到您！ B：Glad to meet you,too. 很高興見到您！ 安徽皇冠大酒店（二）問候用語（Greeting）4、A:How are you ? 您好嗎？ B:Fine,thanks.And you? 好，謝謝，您呢？ 5、A:Howre things going? 最近好嗎 ? B:Pretty good./ Same as usual./ So-So. 很好/ 老樣子 /馬馬虎虎。 安徽皇冠大酒店二、祝 賀 語(Congratulation) C

3、ongratulations! 祝賀您！ Happy birthday! 生日快樂！ Happy New Year! 新年快樂！ Merry Christmas! 圣誕快樂！ Have a nice holiday! 節(jié)日快樂！ Wish you every success! 祝您成功?。ǘ┗卮?Answer) 1、You are welcome. 不用謝。 2、Its my pleasure. 非常高興為您服務(wù)。 3、Dont mention it. 不用謝 。 4、With/My pleasure. 非常高興為您服務(wù)。 5、I am at your service. 樂意為您效勞。安徽皇

4、冠大酒店主要語句1. Im very sorry. There could have been a mistake, and I do apologize for that.很抱歉。出了錯誤，我應(yīng)當?shù)狼浮?. I assure you it wont happen again. 我保證此類事情不會在發(fā)生。3. I do apologize for inconvenience on behalf of our hotel. 對您造成的不便，我謹代表酒店向您道歉。4. Im sorry to tell you that your medicine bottle (cosmetic bottle)

5、was broken by accident . I sincerely apologize for that. 非常抱歉，服務(wù)員在為您清理房間時，不小心打碎了你的藥瓶 （化妝品瓶子）。5. Im sorry to hear that. Thats unusual. Ill look into the matter at once. 很抱歉，這很不尋常，我立刻去調(diào)查一下。 五、征詢與應(yīng)答語（Ask And Answer）1. Can (May) I help you? /What can I do for you? 我能為您做什么？Just a moment please, Ill be wi

6、th you right away/ immediately. 請稍等一下，我馬上就來。3. Just a moment please, Ill be back right now. 請稍等一下，我馬上就來。安徽皇冠大酒店六、指路用語 （Directions）（一）短語（Phrases）1. Go up / down stairs. 上樓/下樓。2. Its on the second (third) floor. 在二（三）樓。3. Turn left / right. 往左/右轉(zhuǎn)。4. This way, please. 請這邊走。5. Follow me please. 請跟我來。6.

7、After you. / You first. 您先請。7. This way to the elevator 這條路通向電梯8. Go straight,please. 請直走。 安徽皇冠大酒店（二）情景對話A:Excuse me, May I help you? 對不起，打擾一下，請問有什么可以幫助您的嗎？B:Yes, Im looking for my room. 我在尋找我的房間。A:May I know your room number, please? 請您告訴我您的房間號，好嗎？B:Yes, my room number is 358. 好的，我的房間號是358.A:Follow

8、 me. Please. Ill show you to your room. 請跟著我，我?guī)ツ姆块gB:Thank you. Its very kind of you. 謝謝，您真好。A:Its my pleasure to serve you. Please enjoy your stay. 我很樂意為您效勞，祝您入住愉快。 B:Yes. I will. 我會的（二）情景對話A:Its my pleasure to serve you. Please enjoy your stay. 我很樂意為您效勞，祝您入住愉快。B:Yes. I will. 我會的。A:Going up, sir?

9、 上樓嗎，先生？B：Yes. 是的。A:May I help you with your luggage? 我來幫您拿行李吧？B:Sure, Thats very kind of you. 好的，謝謝！ A：Youre most welcome. 不客氣。七、提醒用語1. Mind (Watch) your step. 請走好！2. Please be careful. 請當心。3. Dont worry (about it). 別擔心。4. Take it easy. 放心好了。5. Please dont leave anything behind. 請別遺忘物品。6. Please do

10、nt smoke here. 請別在這兒吸煙。 安徽皇冠大酒店5. See you tomorrow. 明天見。6. Have a pleasant journey. 祝您旅途愉快。7. Have a nice day. 祝您今天愉快。8. Good luck. 祝您好運。9. See you./ So long. 再見。10. Long time no see. 好久不見。11. Have a nice trip. 一路平安。安徽皇冠大酒店主要語句1. Wish you a pleasant journey! 祝您旅途愉快！2. On the house Sir, .I assure you

11、 that everything will be right next time you come.這是免費的。我保證你下次光臨時，一切都會妥妥當當。3. Im looking forward to seeing you again. Good luck！我期盼再次見到你，祝你好運！4. Good Bye, and hope to see you again. 再見，希望再見到您 酒店部門名稱 （Names of hotel sections）總經(jīng)理辦公室 General managers office 餐飲部 Food and Beverage Department前廳部 Front off

12、ice客房部 Housekeeping Department銷售部 Sales and marketing Department人力資源部 Human resource Department培訓部 Training Department康樂部 Recreation Department工程部 Engineering Department保安部 Security Department財務(wù)部 Financial Department采購部 Purchasing Department營業(yè)場所名稱 （Names of business place）前臺 Front Office 禮賓部 Concierge商務(wù)中心 Business Center 總機 Operator健身中心 Fitness center 游泳池 Swimming pool中餐廳 Chinese Restaurant 西餐廳 Western Restaurant 大堂吧 Lobby Bar收銀 Cashier s 商店 Store數(shù)字 （Number）基數(shù) 序數(shù)one two first secondthree four third fourthfive six fifth sixthseve