《酒店英語培訓(xùn)》課件

服務(wù)英語（一）BestWesternHotelHumanResourseServiceEnglish于同一波段思維用同一語言交流在同一平臺做事服務(wù)英語（一）BestWesternHotelSe1NACYNACY2ITEMSGreeting問候Thanks致謝Apologies致歉Directions指路Festivals節(jié)日Department各部門名稱Facility設(shè)施CourtesyEnglish禮貌英語ITEMSGreeting問候3EnglishTraining

communicationEnglishservice溝通服務(wù)EnglishTrainingcommun4Greeting問候（FirstMeeting第一次見面時打招呼）問：Howdoyoudo?答：Howdoyoudo?Nicetomeetyou/GladtomeetyouNicetomeetyoutoo.很高興見到你Greeting問候（FirstMeeting第一次見5Greeting問候Howareyou?你好嗎Fine,thankyou,andyou?我很好，謝謝你，你呢？Howareyoudoing?你好嗎？Well,thankyou很好，謝謝Greeting問候Howareyou?你好嗎6Greeting問候祝您過得愉快！Haveagoodtime!你看起來氣色不錯。

Youlookfinetoday我很高興你這么認(rèn)為Iamgladyouthinkso.Greeting問候祝您過得愉快！7Greeting問候Howiseverythinggoingwithyou你最近好嗎？Notbusy/Soso.

還行，不忙/一般。Howaboutyourfamily?您的家人最近好嗎Greeting問候Howiseverythingg8Thanks致謝Thanks謝謝Thankyou謝謝你！Thanksalot多謝！Thankyouforyourhelp謝謝你的幫助！Thanks致謝Thanks謝謝9Youarewelcome您太客氣了

It’smypleasure

這是我的榮幸That’sallright不用謝！Notatall沒什么

Don’tmentionit何足掛齒Youarewelcome10

Apologies致歉Excuseme請原諒/打擾一下Iamsorry.對不起Iamawfullysorry.我真的很抱歉It’smyfault.這是我的錯Iapologizeforthis.我為此感到很抱歉Apologies致歉Excuseme請原諒/11Directions指路Goupstairs/downstairs.上樓It’sonthe2ndfloor.在二樓Thisway,please.Turnleft/right這邊請，向左/右轉(zhuǎn)Thiswaytotheelevator.這條路通往電梯Followme,please.請跟我來Directions指路Goupstairs/dow12Festivals節(jié)日NewYear新年

NewYear’sDay元旦

SpringFestival春節(jié)

SaintValentine’sDay情人節(jié)HappyBirthday生日快樂MerryChristmas圣誕節(jié)

Festivals節(jié)日NewYear13各部門名稱

1.ExecutiveOffice(EO)總辦2.FrontOffice(FO)前廳部3.FoodandBeverage(FB)餐飲部4.Housekeeping(HK)房務(wù)部5.HumanResource(HR)人力資源部6.SalesandMarketing(SM)市場營銷部7.FinancialDepartment(FIN)財務(wù)部8.EngineeringDepartment(ENG)工程部9.SecurityDepartment(SEC)安保部10.PurchasingDepartment(pur)采購部各部門名稱14Western中餐廳Chinese西餐廳Coffee咖啡廳BarWestern中餐廳Chinese西餐廳Coffee咖15CarPark停車場PBusinessCenterVISACreditCardConferenceRoom會議室商務(wù)中心CarParkPBusinessVISACredit16LuggageService行李服務(wù)BellServiceLuggageService行李服務(wù)BellServic17SafetyDepositBox貴重物品寄存SafetyDepositBox貴重物品寄存18morning/wakeupcall叫醒服務(wù)morning/wakeupcall叫醒服務(wù)19RoomService送餐服務(wù)RoomService送餐服務(wù)20CurrencyExchangeIDDShoppingArcade長途InternationalDirectDailCurrencyExchangeIDDShopping長21NightClubtenniscourtsswimmingpoolSaunna桑拿浴NightClubtenniscourtsswimmin22L&F失物招領(lǐng)FlowerOrdering鮮花預(yù)訂LostandFoundL&F失物招領(lǐng)FlowerOrdering鮮花預(yù)訂Lo23ShoeShineService擦鞋服務(wù)ShoeShineService擦鞋服務(wù)24洗衣服務(wù)laundryService洗衣服務(wù)laundryService25CourtesyEnglish禮貌英語1、旅游愉快嗎？Didyouhavetonicetrip？2、我是接待員（行李員、電梯員、話務(wù)員、收帳員、電工、清潔工、洗衣工、廚師、餐廳服務(wù)員、調(diào)酒員、美容師）。Iamthereceptionist.（porter/liftoperator/operator/cashier/electrician/cleaningpersonLaundryworker/cook/waiter,waitress/bartender/beautician）.3、需要我?guī)兔幔縒hatcanIdoforyou?4、還需要些什么？WhatelseIcandoforyou?5、請稍等一會兒。Justamoment，please.CourtesyEnglish禮貌英語1、旅游愉快嗎？266、請稍等一會兒。Justamoment，please.7、很高興為您服務(wù)。Iamalwaysatyourservice.8、希望您在這里住得愉快。Ihopeyouwillenjoyyourstaywithushere.9、對不起，給您添麻煩了。Iamawfullysorrytohavecausedyousomuchinconvenience.10、如果您需要什么幫助，請及時告訴我。JustletmeknowifthereisanythingIcandoforyou.11、這邊請。Thisway,please.12、請走這邊。Wouldyoucaretostepthisway,please?6、請稍等一會兒。2713、您先請。Afteryou.14、對不起，我馬上就過來。Excuseme,I’llbewithyouinaminute.15、能告訴我您的姓名嗎？MayIhaveyouname?16、對不起，讓您久等了。Sorrytohaveyoukeptwaiting.17、您能填一下這張表嗎？Wouldyoupleasefillinthisform?18、您如何付帳，是現(xiàn)金還是信用卡？Howareyougoingtopay,incashorbycreditcard?19、對不起，我能進(jìn)來嗎？Excuseme,mayIcomein?13、您先請。2820、您可以坐這部電梯到客房。Youmaygotoyourroombythiselevator.21、我馬上為您查一下。Letmehaveacheckforyou.22、祝您生意興隆。Iwishyouagoodbusiness.23、Whatkindofroomwouldyoulike,sir?

先生，您要什么樣的房間？24、MayIknowyournameandyourroomnumber,please?

我可以知道您的名字和房間號碼嗎？25、Here’syourroomkey.

這是您的房間鑰匙。

26、I’msorrytokeepyouwaiting,sir.WhatcanIdoforyou?

先生，對不起，讓您久等了。我能為您做點什么嗎？

27、MayIknownyourname,please?

請問尊姓大名？（不認(rèn)識客人時用）

20、您可以坐這部電梯到客房。2928、I’msorry,sir.Ourhotelroomsareallbookedatthismoment.Wehavenovacancy.

對不起，先生。我們已經(jīng)客滿，沒有空房間。29、Hereisyourbill,sir.

先生，這是您的帳單。

30、Pleasesignhere,sir.

先生，請在這簽上您的名字。

31、Wehopeyouwillcomestaywithusagain.

希望您再光臨我們酒店。

32、Besuretokeepit.

請好好保存28、I’msorry,sir.Ourhotelr30ByeByeThankyoutoBye31服務(wù)英語（一）BestWesternHotelHumanResourseServiceEnglish于同一波段思維用同一語言交流在同一平臺做事服務(wù)英語（一）BestWesternHotelSe32NACYNACY33ITEMSGreeting問候Thanks致謝Apologies致歉Directions指路Festivals節(jié)日Department各部門名稱Facility設(shè)施CourtesyEnglish禮貌英語ITEMSGreeting問候34EnglishTraining

communicationEnglishservice溝通服務(wù)EnglishTrainingcommun35Greeting問候（FirstMeeting第一次見面時打招呼）問：Howdoyoudo?答：Howdoyoudo?Nicetomeetyou/GladtomeetyouNicetomeetyoutoo.很高興見到你Greeting問候（FirstMeeting第一次見36Greeting問候Howareyou?你好嗎Fine,thankyou,andyou?我很好，謝謝你，你呢？Howareyoudoing?你好嗎？Well,thankyou很好，謝謝Greeting問候Howareyou?你好嗎37Greeting問候祝您過得愉快！Haveagoodtime!你看起來氣色不錯。

Youlookfinetoday我很高興你這么認(rèn)為Iamgladyouthinkso.Greeting問候祝您過得愉快！38Greeting問候Howiseverythinggoingwithyou你最近好嗎？Notbusy/Soso.

還行，不忙/一般。Howaboutyourfamily?您的家人最近好嗎Greeting問候Howiseverythingg39Thanks致謝Thanks謝謝Thankyou謝謝你！Thanksalot多謝！Thankyouforyourhelp謝謝你的幫助！Thanks致謝Thanks謝謝40Youarewelcome您太客氣了

It’smypleasure

這是我的榮幸That’sallright不用謝！Notatall沒什么

Don’tmentionit何足掛齒Youarewelcome41

Apologies致歉Excuseme請原諒/打擾一下Iamsorry.對不起Iamawfullysorry.我真的很抱歉It’smyfault.這是我的錯Iapologizeforthis.我為此感到很抱歉Apologies致歉Excuseme請原諒/42Directions指路Goupstairs/downstairs.上樓It’sonthe2ndfloor.在二樓Thisway,please.Turnleft/right這邊請，向左/右轉(zhuǎn)Thiswaytotheelevator.這條路通往電梯Followme,please.請跟我來Directions指路Goupstairs/dow43Festivals節(jié)日NewYear新年

NewYear’sDay元旦

SpringFestival春節(jié)

SaintValentine’sDay情人節(jié)HappyBirthday生日快樂MerryChristmas圣誕節(jié)

Festivals節(jié)日NewYear44各部門名稱

1.ExecutiveOffice(EO)總辦2.FrontOffice(FO)前廳部3.FoodandBeverage(FB)餐飲部4.Housekeeping(HK)房務(wù)部5.HumanResource(HR)人力資源部6.SalesandMarketing(SM)市場營銷部7.FinancialDepartment(FIN)財務(wù)部8.EngineeringDepartment(ENG)工程部9.SecurityDepartment(SEC)安保部10.PurchasingDepartment(pur)采購部各部門名稱45Western中餐廳Chinese西餐廳Coffee咖啡廳BarWestern中餐廳Chinese西餐廳Coffee咖46CarPark停車場PBusinessCenterVISACreditCardConferenceRoom會議室商務(wù)中心CarParkPBusinessVISACredit47LuggageService行李服務(wù)BellServiceLuggageService行李服務(wù)BellServic48SafetyDepositBox貴重物品寄存SafetyDepositBox貴重物品寄存49morning/wakeupcall叫醒服務(wù)morning/wakeupcall叫醒服務(wù)50RoomService送餐服務(wù)RoomService送餐服務(wù)51CurrencyExchangeIDDShoppingArcade長途InternationalDirectDailCurrencyExchangeIDDShopping長52NightClubtenniscourtsswimmingpoolSaunna桑拿浴NightClubtenniscourtsswimmin53L&F失物招領(lǐng)FlowerOrdering鮮花預(yù)訂LostandFoundL&F失物招領(lǐng)FlowerOrdering鮮花預(yù)訂Lo54ShoeShineService擦鞋服務(wù)ShoeShineService擦鞋服務(wù)55洗衣服務(wù)laundryService洗衣服務(wù)laundryService56CourtesyEnglish禮貌英語1、旅游愉快嗎？Didyouhavetonicetrip？2、我是接待員（行李員、電梯員、話務(wù)員、收帳員、電工、清潔工、洗衣工、廚師、餐廳服務(wù)員、調(diào)酒員、美容師）。Iamthereceptionist.（porter/liftoperator/operator/cashier/electrician/cleaningpersonLaundryworker/cook/waiter,waitress/bartender/beautician）.3、需要我?guī)兔幔縒hatcanIdoforyou?4、還需要些什么？WhatelseIcandoforyou?5、請稍等一會兒。Justamoment，please.CourtesyEnglish禮貌英語1、旅游愉快嗎？576、請稍等一會兒。Justamoment，please.7、很高興為您服務(wù)。Iamalwaysatyourservice.8、希望您在這里住得愉快。Ihopeyouwillenjoyyourstaywithushere.9、對不起，給您添麻煩了。Iamawfullysorrytohavecausedyousomuchinconvenience.10、如果您需要什么幫助，請及時告訴我。JustletmeknowifthereisanythingIcandoforyou.11、這邊請。Thisway,please.12、請走這邊。Wouldyoucaretostepthisway,please?6、請稍等一會兒。5813、您先請。Afteryou.14、對不起，我馬上就過來。Excuseme,I’llbewithyouinaminute.15、能告訴我您的姓名嗎？MayIhaveyouname?16、對不起，讓您久等了。Sorrytohaveyoukeptwaiting.17、您能填一下這張表嗎？Wouldyoupleasefillinthisform?18、您如何付帳，是現(xiàn)金還是信用卡？Howa