中高端商务酒店交流接待英语培训文档资料 新员工入职公共英语培训P32.ppt

新员工入职培训新员工入职培训 公共英语培训公共英语培训 English Training一、单词部分 （Word）饭店组织机构：安徽世纪金源大饭店 Empark Grand Hotel Anhui前厅部 Front Office Dept.餐饮部 Food&Beverage Dept.客房部 Housekeeping Dept.销售部 Sales&Marketing Dept.财务部 Finance Dept.保安部 Security Dept.工程部 Engineering Dept.人事行政部 Personnel&Executive Dept.二、句子部分（Sentence)一、欢迎问候语一、欢迎问候语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.欢迎光临我们酒店。3、Welcome to stay in hotel.欢迎住在我们酒店。4、How do you do?您好吗？5、How nice to see you again.真高兴再次见到您。6、I hope youll enjoy your staying here.我希望你们在这儿逗留愉快。7、Have a nice stay with us.希望您与我们在一起时开心愉快。8、Did you have a nice trip?旅途愉快吗？。二、句子部分（Sentence)二、祝贺语二、祝贺语Congratulation1、Congratulations.恭喜您。2、Happy new year.新年快乐。3、Happy birthday to you.生日快乐。4、Merry Christmas.圣诞快乐。5、Wish you every success.祝您成功。6、Wish you good luck.祝您好运。7、Have a good journey.祝您旅途愉快。8、Have a nice weekend.祝您周末愉快。二、句子部分（Sentence)三、告别语三、告别语Farewell1、Goodbye.再见。2、See you tomorrow.明天见。3、Wish you come again.希望再次光临。4、Have a good trip and saft journey.希望您一路平安，旅途愉快。5、goodbye and hope to see you again.再见，希望再见到您。6、Have a nice trip.旅途愉快。二、句子部分（Sentence)四、征询语四、征询语Requests1、May(can)I help you?我可以帮您吗？2、What can I do for you?我能为您做什么？3、Is there anything I can do for you?我还能为您做些什么？4、will it trouble you?那会麻烦您吗？Would you like?Would you mind if？您喜欢？二、句子部分（Sentence)五、应答语五、应答语Responses1、You are welcome.愿意效劳。2、It doesnt matter.没关系。3、I see.我明白了。4、Thank you very much.非常感谢您。5、Thank you for you kindness.谢谢您的好意。6、Ill do it for you right away.我马上为您服务。7、Im glad to serve you.乐意为您服务。8、Sorry to have kept you waiting,sir/madam.很抱歉，让您久等了，先生/小姐。9、Ill be with you in a moment.我一会儿就来为您服务。10、Thank you for your advice(information,help),感谢您的忠告（信息、帮助）。二、句子部分（Sentence)六、道歉语六、道歉语Apologies1、Excuse me 对不起。2、I apologize for this.我为此道歉。3、Im sorry to disturb you.真抱歉打扰您。4、Im sorry,its our fault.对不起，是我们的过错。5、Thanks for your reminding.谢谢您的提醒。6、Well try our best to take some measures,so that you can be satisfied.我们将尽力使您满意。7、Please forget it,sir/madam.请不要放在心上，先生/小姐。8、Im sorry about it.关于那件事，我很抱歉。二、句子部分（Sentence)七、婉言推托语七、婉言推托语Refusal1、Im sorry I cant help you.真抱歉我不能帮您。2、Its very kind of you but您的好意我领了，可是3、Thank you，no.We are not allowed to drink on duty.谢谢，但是我们上班时不方便饮酒。二、句子部分（Sentence)八、接听电话语八、接听电话语Telephone Sentences1、Good morning,Receptionspeaking.May I help you?您好，总台，我是某某2、Sorry,youve dialed a wrong number.抱歉，您打错电话了。3、Please dial number，thanks.请拨号码，谢谢。4、Whos calling,please?请问您是谁？5、Hold the line please,Ill see if she is available.6、Could you repeat that please?请您再重复一遍好吗？7、Will you please speak more slowly?请您说的慢一点好吗？8.Imsorry,I cant follow you.抱歉，我听不懂。二、句子部分（Sentence)九、答谢语九、答谢语Thanks and Answers1.Youre most welcome.欢迎之至。2.With Pleasure.这是我们的荣幸。3.Were always at your service.我们随时为您提供服务。4.Thank you for coming.谢谢光临。5.Thank you for your staying in our hotel.谢谢光临我们酒店。6.Its our pleasure to have your staying with us.您来我店是我们的荣幸。7.Thank you for such a lovely gift.谢谢您给了我这么可爱的礼物。8.My pleasure.这是我的荣幸。二、句子部分（Sentence)十、指路用语十、指路用语Giving directions1.After you please,sir(madam).2.Go straight ahead,sir(madam).请笔直走，先生/女士。3.This way,please.这边请。4.Turn left(right)at the first corner.在第一个拐口左转（右转）。5.Please use the elevator there,sir/madam.在那边用电梯，先生/小姐。6.Please go down to the lobby here,madam/sir.请从这边下去到大堂，小姐/先生。7.Its on the second(third)floor.在二（三）楼。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，如果您等几分钟，我很乐意为您查清楚9.When you return to the hotel,please show this hotel card to the driver.当您回酒店的时候，请把这张酒店卡给司机看。10.I will take you there,sir/madam.我带您去，先生/女士。二、句子部分（Sentence)十一、提醒用语十一、提醒用语Remind words1.Please dont leave anything behind.请别遗忘您的东西。2.Please dont smoke here.请不要在这里抽烟。3、Please be careful.请当心。三、情景应对情景应对Situational responses(一)可以满足客人之要求时；1.Certainly,sir/madam.好的，先生/小姐。2.Ill go and get it right away,sir/madam.我马上去拿来，先生/小姐。3.Immediately,sir/madam.马上就来，先生/小姐。三、情景应对情景应对Situational responses（二）不能满足客人之要求时；1.Im terribly sorry,we dont have非常抱歉，我们没有2.Awfuly sorry,sir/madam.We have sold out实在抱歉，先生/小姐，我们已经卖完了。3.Im afraid we do not have恐怕我们已没有三、情景应对情景应对Situational responses（三）一时未能肯定是否能满足客人之要求时：1.If you wait a minute,sir/madam.Ill try to find out it for you.如果您能等一会儿，先生/小姐，我将尽力找找。2.Sorry to keep you waiting,Im pleased to say we do have抱歉，让您久等了，我很高兴地说，我们确实有三、情景应对情景应对Situational responses（四）客人征询你的同意可否拿走某物品时：1.Certainly,sir/madam.Let me help you.好的，先生/小姐，让我来帮您。2.Go ahead please.Youre welcome.请拿吧，您可以随意使用。三、情景应对情景应对Situational responses（五）当不能答允客人的要求时：1.I am so sorry,we cant do that,Its against our rules.真抱歉，我们不能那样做。那违反我们的规定。2.Im terribly sorry,we are not allowed to do this.我很抱歉，我们不允许这样做。3.Im afraid its against hotel policy,Im so sorry.我恐怕这违反了酒店的制度，非常抱歉。三、情景应对情景应对Situational responses（六）当客人由于客气而给你赏物时：1.No,thank you.Youve very kind.不，谢谢您。您真好。2.Its very kind of you.But we cant accept it.Thank you您非常好心，但我们不能够接受，谢谢。三、情景应对情景应对Situational responses（七）婉拒客人的要求时：1.Im sorry.I cant do it.对不起，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。三、情景应对情景应对Situational responses（八）要中断与客人谈话时：1.Im sorry,sir I must go.Nice talking with you.很抱歉，先生，我必须走了。和您谈话真令人愉快。2.Good bye,sir/madam.请原谅我。三、情景应对情景应对Situational responses（九）若客人客气地与你说声“有个愉快的周末”等祝贺语的时候；1.Thank you.You too,sir/madam.谢谢您。您也一样，先生/小姐。2.Thank you.And you,sir/madam.谢谢您。您也是，先生/小姐。3.Thank you.The same to you,sir/madam.谢谢您。您也一样，先生/小姐。三、情景应对情景应对Situational responses（十）要打断客人的谈话时，应说：1.Excuse me for interrupting.对不起，打扰了。2May I take up a few minutes of your time?我能占用你们一会儿时间吗？3.May I speak to you for a moment,sir/madam.我能与您谈会儿吗，先生/小姐。三、情景应对情景应对Situational responses（十一）当客人催促时：Sorry to keep you waiting,Ill see to it right away.抱歉，让您久等了，我马上查看。（十二）向客人展示单据等物时：Here is yourSir/madam.这是您的，先生/小姐。三、情景应对情景应对Situational responses（十三）接受投诉或批评时：1.Thank you for telling us,sir/madam.I assure you it wont happen again.谢谢您告诉我们这些，先生/小姐。我保证今后再也不会发生这种事情了。1.Ill speak to our manager about it,please accept our aplolgies.我会报告我的经理，请接受我们的道歉。三、情景应对情景应对Situational responses（十四）处理错误或过失时；1.Im rettibly sorry.There could have been some mistake.I do apologize.非常抱歉，一定出错了，实在对不起。2.Im sorry,sir/madam.Ill look into the matter at once.对不起，先生/小姐。我马上查核这件事。三、情景应对情景应对Situational responses（十五）当你听不懂时：1.Im sorry I dont understand.Ill get you the manager.对不起，我不明白，我去叫经理来。2.Im sorry,I dont understand.Can you show me?对不起，我听不懂，请问您能给我看吗？三、情景应对情景应对Situational responses（十六）请客人作某种事情时：1.Could you(sign here),please?请问您能（在这儿签名）吗？2.May I ask you to(return in 5minutes),sir/madam?我能请您（在五分钟内返回）吗，先生/小姐？3.Could I have your name,sir/madam?能告诉我您的名字吗，先生/小姐？三、情景应对情景应对Situational responses（十七）听到对客人不利的事时：Im sorry to hear that.I hope you will be better soon.真抱歉听到这个消息，希望您很快就会好起来。（十八）当你知道客人一个好消息时：Im glad to hear that.很高兴听到这个消息。三、情景应对情景应对Situational responses（十九）当客人因为自己动作慢、手脚不灵或残疾而感到困窘时：1.Please take your time,sir.Theres no hurry.请慢慢来，先生。不用忙。2.Dont worry,madam.well see to it.不必担心，夫人。我们会料理的。3.Dont worry,sir.Well clean it up.不必担心，先生。我们会把它收拾干净的。三、情景应对情景应对Situational responses（二十）当客情忙，你不能同时招呼两位客人时；Ill be with you in a moment,sir/madam.我一会儿就为您服务，先生/小姐。（二十一）当人手短缺而外宾需要服务时：1.Ill be with you in moment,sir.我一会儿就来招呼您，先生。2.Ill sorry.I must take each guest by turn,sir.很抱歉先生，我必须按先后次序为顾客服务。3.Ill be with you as soon as possible.我将尽快来为您服务。谢谢大家