酒店英语培训手册.doc

《酒店英语培训手册.doc》由会员分享，可在线阅读，更多相关《酒店英语培训手册.doc（149页珍藏版）》请在淘文阁 - 分享文档赚钱的网站上搜索。

1、Four short words sum up what has lifted most successful individuals above the crowd: a little bit more.-author-date酒店英语培训手册天贵中州国际饭店英语培训手册English Training Manual目录CONTENTS前言Foreword第一部分：基本礼貌用语Part One Courtesy English第二部分：前厅服务Part Two Front Office Service第三部分：客房服务Part Three Housekeeping Service第四部分：餐

2、饮服务Part Four Food and Beverage Service前言Foreword步入全球知识经济时代后，中国饭店业与国际接轨日趋紧密。英语作为一种国际语言，是酒店员工与外宾交流的主要语言工具，已成为酒店员工需要掌握的一项基本技能。为进一步提髙员工的英语水平，酒店人力资源部特编写了这本英语培训手册，以方便员工随时学习。学以致用，是我们学习的最终目标。愿您不断在工作中找到学习的动力，在交流中获得分享知识的乐趣。人力资源部As the world has already stepped into the era of knowledge economy, Chinas hotel i

3、ndustry is closely related to the international market. English, a word language, functions as a main tool or a basic ability for hotel staff to communicate with foreign guests. This English Training Manual is compiled by the Human Resources Division for the staffs study and improvement.Put what we

4、learn into practice. Wish you would obtain motivation of the study from your working, and benefit from the learning.Human Resources Department第一部分：基本礼貌用语 Courtesy English一、欢迎问候语Welcome and Greeting1.Good morning (afternoon, evening),sir (madam).早上好（下午、晚上），先生（女士）。2. Welcome to our hotel.欢迎光临我们酒店。3. W

5、elcome to stay in our hotel.欢迎住在我们酒店。4. How do you do? 您好吗？5. How nice to see you again.真高兴再次见到你？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、祝贺语Congratulation1. Congratulations.恭喜您。2. Happy new year.新年快乐。3. Happ

6、y 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.祝您周末偷快。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 safe journey.希望您一路平安，旅途愉快。5. G

7、oodbye and hope to see you again.再见，希望再见到您。6. Have a nice trip.旅途愉快。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？5. Would you like? 您喜欢？6. Would you mind if? 请问您是否介意？五、应答语Responses1. You

8、 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 your kindness.谢谢您的美意。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

9、为您服务。10. Thank you for your advice (information, help). 感谢您的忠告信息、帮助）。六、道歉语Apologize1. 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 c

10、an 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。七、婉言推脱语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. We are not allowed to drink on duty. 谢谢，但是我们上班时不方便饮酒。八、接听电话语Telephone Sentences1. Good morn

11、ing, 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 numberthanks. 请拨号码，谢谢。4. Whos calling, please? 请问您是谁？5. Hold on please. Ill see if she is available. 请别挂，我看看她是否在。6. Sorry, He is not in at the moment. Would you like to leave a message?

12、 对不起，他现在不在，你要留口信吗？7. Sorry, I still dont understand what you said. 抱歉，我仍不明白您说什么。8. Can you repeat that please? 请您再重复一遍好吗？9. Will you please speak more slowly? 请您说的慢一点好吗？10. Im sorry, I cant follow you. 抱歉，我听不懂。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 alway

13、s 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。十、指路用语Glving directions1. After you please, sir (mad

14、am). 您先请，先生/女士。2. Go straight ahead, sir (madam). 请直走，先生/女士。3. This way, please. 这边请。4. Turn left (right) at the first corner. 第一个拐口左转右转）。5. Please use the elevator there, sir/madam. 电梯在那边，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

15、)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，我很乐意为您査清楚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。十一、提醒用语Remind Words1. Please dont leave anythin

16、g 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。十二、情景对话Situational responses（一）可以满足客人要求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。（二）不能满足客人要求1. Im terribly (very) sorry, we dont hav

17、e非常抱歉，我们没有2. Awfully 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）一时未能肯定是否能满足客人要求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（四）客人

18、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。（五）当不能答允客人的要求时1. Im 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 h

19、otel policy, Im so sorry. 我恐怕这违反了酒店的制度，非常抱歉。（六）当客人由于客气而给你赏物时1. No, thank you. Youre 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。（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 (impossible). 我恐怕那不可能。（八）要中断与客人谈话时1. Im

20、 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。（九）若客人与你说声祝福语的时候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。（十）要打断客人的谈话时1. Excuse me for int

21、errupting. 对不起，打扰了 。2. May 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。（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品时Here is your. Sir/madam. 这是您的，先生7小姐。（十三）接受投诉或批评时1. Thank you for te

22、lling 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。2. Ill speak to our manager about it ,please accept our apologies. 我会报告我的经理，请接受我们的道歉。（十四）处理错误或过失时1. Im terribly sorry. There could have been some mistakes. I do apologize. 非常抱歉，一定出错了，实在对不起。2. Im sorry, sir/madam

23、. Ill look into the matter at once. 对不起，先生/小姐。我马上査核这件（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？（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)

24、, 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？（十七）听到对客人不利的事情时1. 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1. Im glad to hear that. 很高兴听到这个消息。（十九）当客人因自己行动不便而感到困窘时1. Please take your time, sir. Theres no hurry.

25、 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。（二十）当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 a moment, sir. 我一会儿就来招呼您，先生。2.Ill sorry. I must take each guest b

26、y turn, sir. 很抱歉，我必须按先后次序为顾客服务，先生。3.Ill be with you as soon as possible. 我将尽快来为您服务。十三、酒店部门用语Names of the hotel sectionsDepartment/Division部门Executive Office行政办Human Resources Department人力资源部Finance Department财务部Sales & Marketing Department营销部Rooms Division房务部Food & Beverage Department餐饮部Recreation D

27、epartment康乐部Engineering Department工程部Security Department保安部Front Office Department前厅部Housekeeping Department客房部Public Relations Department公关部Sales Department销售部Reservation desk预定处Business Center商务中心Front desk总台Reception desk接待处Cashiers desk收银处Chinese Restaurant中餐厅Western Restaurant西餐厅Lobby Bar大堂吧Che

28、ss and Cards Room棋牌室Position职位General Manager总经理Vice-General Manager副总经理Director总监Manager经理Assistant Manager大堂副理Supervisor主管Captain领班Secretary文书Clerk文员Receptionist接待Cashier收银员Room Attendant客房服务员Waitress餐厅女服务员Waiter餐厅男服务员Operator话务员Bellboy行李生Driver司机Repairman维修工Security Officer保安员十四、节日和庆祝日Festival an

29、d CelebrationNew year新年Spring Festival春节Lantern Festival元宵节New years Day元旦Christmas Eve平安夜Christmas Day圣诞夜Thanksgiving感恩节Valentines Day情人节Easter复活节International Labor Day国际劳动节International Childrens Day国际儿童节Dragon-Boat Festival端午节Chong Yang Festival重阳节Mid-Autumn Day中秋节National Day国庆节Fathers Day父亲节Mo

30、thers Day母亲节Birthday生日Holiday假日第二部分：前厅服务 Front Office Service一、关键词语Key wordsLobby大堂emergency exit紧急出口safety boxes保险箱quality executive行政楼层presidential suite总统套房deluxe suite豪华套房single room单人间double room标准间check-in登记入住check-out退房registration form登记卡room charge房价service charge服务费discount折扣identification

31、身份证operator总机elevator电梯Deposit定金Passport护照tariff房价表baggage/luggage行李trolley cart行李车special rate优惠价arrival time 到达时间department time离开时间flight number航班号message留言envelope信封Receipt收据cheque支票breakfast voucher早餐券credit card信用卡morning call叫醒服务二、基本句型Basic Sentences1. Do you have a reservation?/Have you a re

32、servation? 您预订过吗？2. How long will you be staying ? 您将要住多久？3. May I know your name and room number? 您能告诉我您的名字与房间号码吗？4. Here is your key card, please keep it until you check out. 这是您的钥匙卡，住店期间请包管好.5. Thank you for calling. We look forward to serving you. Goodbye. 谢谢您打电话来，我们期待为您服务，再见。6. To whom should w

33、e send the bill? 我们应该把帐单寄给谁？7. We are fully booked for all types of rooms on that night. 那天晚上各种类型的房间都预约满了 。8. We hope well have another opportunity of serving you. 我们希望另有机会为您效劳。9. Could you show me your passport, please? 能出示一下您的护照吗？10. Dont worry, sir. Ill call our Assistant Manager to help you now.

34、 别着急，先生。我传呼大堂副理来帮您。11. Our bellboy will take your bags and show you the room.我们的行李员会帮您拿行李，并领您去房间。12. Im afraid its against the hotels regulations. 很抱歉，这违反酒店的规章制度。13. Well have to charge you 50 percent of the room rate extra, if you cant check out before 12:00a.m. 中午12:00前未离店的客人需加收50%的房费。14. Is there

35、 anything valuable or breakable in your bag? 您包里有贵重或易碎物品吗？15. You can get your money changed at the Cashiers Desk. 您可以去收银处兑换零钱。16. Im sorry, sir. There has been a mistake. Please wait a moment while I correct the bill. 对不起，先生，这里有些错，请您稍候，让我更正一下。17. It takes about 10 minutes by taxi to the Neixiang ra

36、ilway station. The charge is about 5 Yuan. 到内乡火车站打车大约需要10分钟，费用5元左右。18. Please give the slip to the taxi driver and hell take you there. 请把这张字条交给出租车司机，他会送您到那里的。19. Here is a brochure explaining hotel services. 这是说明酒店的服务手册。20. There are safety deposit boxes at the Front Desk. 总台有存放贵物品的保险箱。21. As a hot

37、el policy, we require one days room charge as deposit for guests without reservation. 根据酒店规定，对于没有预订的客人，我们要收一天的费用作为押金。22. Do you need a map or hotel card? 请问您要地图或是酒店名片吗？23. Sir, you may keep the room until six Oclock in the afternoon, but Im afraid I have to charge you a half days room charge accordi

38、ng to the hotel policy. 先生，您可将房间保留至下午6时，但根据宾馆规定，恐怕我们要收半天房租。24. Sorry, we have no domestic collect call service. You have to pay for the call yourself. 对不起，国内电话是没有对方付费的，您得自己付款。25. For outside calls, please press 9 first and when you hear the dialing tone, press the number you want. 打外线请先按9，听到声响后再按您所要

39、的号码。26. Youd better request a morning call. 您最好要求叫醒服务。27. Would you like me to call a taxi for you? 请问需要帮您叫车吗？28. Well send your original copy to your room after we have faxed that. 我们发出传真后，会把您的原文送到您房间去的。29. Is there anything valuable or breakable in your bag? 您包里有贵重或易碎物品吗？30. Please pay at the Cash

40、iers Desk over there. 请去那边帐台付款。三、情景对话ConversationA. Room reservationReservationist: Zhongzhou International Hotel, Reservation Desk. Can I help you?Guest: I am calling from Zhengzhou. Id like to reserve a room in your hotel.R: What kind of room would you like, sir? We have single rooms, double rooms

41、, suites etc.G: A suite, please.R: Which date would that be?G: From May 15th, and for three nights.R: Ok, sir. Could you hold the line, please? Ill check our room availability for those days.Thank you for waiting, sir. Your room is confirmed. Would you like breakfast?G: Yes, of course.R: Can you giv

42、e me your name please, sir?G: George Brown.R: Mr. Brown. May I have your phone number please?G: Yes, the number is 0371-65858100.R: Mr. Brown, Id like to confirm your reservation. A suite room for three nights from May 15thto 17th, the phone number is 0371-65858100.Am I right?G: Yes, thank you.R: Yo

43、u are welcome. We look forward to serving you.B. RegistrationClerk: Good afternoon. Welcome to Zhongzhou International Hotel .May I help you , sir?Guest: Yes, Id like to check-in, please.C: Certainly, sir. May I have your name, please?G: Yes, its George Brown.C: Do you have a reservation with us, Mr

44、. Brown?G: Yes.C: Just a moment, please. Ill check our reservation recordthank you for waiting, Mr. Brown. Your reservation is for a suite for three nights. Could you fill out the registration card, please?G: Ok, thank you.C: How would you like to make payment, Mr. Brown?G: By credit card.C: May I t

45、ake a print of the card, please? Thank you, Mr. Brown. Your room is 1906 on the 19 floor. Just a moment please. A bellboy will show you to your room. I hope you will enjoy your stay.C. Depositing bagsGuest: Id like to leave these with you.Bellman: Certainly, sir. How many pieces?G: Five in all.B: Is

46、 there anything valuable or breakable in your bags?G: No.B: Thank you.G: When dose the cloakroom close?B: The cloakroom is open until 9p.m. Here are the name tags.G: Thank you, goodbye.B: Goodbye.D. Business CenterClerk: Good morning. Business Center, May I help you?Guest: Good morning. This is Henry Bellow calling from Room 1905. Would you mind giving me some information on your services?C: Certainly, Mr. Bellow. We have a lot of facilities to offer secretary ser