中高端商务酒店交流接待英语培训文档资料 怡豪国际酒店 酒店英语培训P44.ppt

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1、酒店英语培训English training人力资源部人力资源部Human resourceHuman resourcePart.1 Useful phrase一、称呼一、称呼(title)：先生先生/夫人（非正式场合）：夫人（非正式场合）：Sir/Madam Sir/Madam 先生先生/女士（正式场合）：女士（正式场合）：Gentleman/LadyGentleman/Lady先生先生/小姐：小姐：Mr./MissMr./Miss那位先生那位先生/那位女士：那位女士：That gentleman/That ladyThat gentleman/That lady您的先生您的先生/您的夫人：

2、您的夫人：Your husband/Your wifeYour husband/Your wife二、欢迎及问候语：二、欢迎及问候语：二、欢迎及问候语：二、欢迎及问候语：1 1、您好！（初次见面）、您好！（初次见面）l l-How do you do!-How do you do!l l-How do you do!-How do you do!2 2、您好吗？好的，谢谢。（熟人之间）、您好吗？好的，谢谢。（熟人之间）l l-How are you?-How are you?l l-Fine,thank you.And you?-Fine,thank you.And you?l l-Im fi

3、ne,too.-Im fine,too.3 3、-Long time no see!How are you doing?-Long time no see!How are you doing?l l(好久不见了，你过的好吗？好久不见了，你过的好吗？)Im doing great!/yourself?(Im doing great!/yourself?(我过的很好，你呢？我过的很好，你呢？)Couldnt be better!Couldnt be better!（非常不错（非常不错!）4 4、早上好、早上好/下午好下午好/晚上好！晚上好！Good morning!/Good morning!/G

4、ood afternoon!/Good evening!Good afternoon!/Good evening!5 5、晚安！、晚安！Good night!Good night!6 6、很高兴见到您！、很高兴见到您！Nice to meet you!/Glad to Nice to meet you!/Glad to meet you!meet you!7 7、认识您是我的荣幸！、认识您是我的荣幸！Its a pleasure to meet Its a pleasure to meet you!you!8、欢迎您到我们酒店（餐厅）！Welcome to our hotel!/Restaur

5、ant!三、征询语三、征询语三、征询语三、征询语1 1、请问怎么称呼？、请问怎么称呼？How can I address you,How can I address you,please?please?（地道美语）（地道美语）2 2、请问您尊姓大名？、请问您尊姓大名？May I know/have your May I know/have your name,please?name,please?3 3、我能帮您什么吗？、我能帮您什么吗？May I help youMay I help you，Sir/Madam?Sir/Madam?4 4、我能为您做点什么吗？、我能为您做点什么吗？What

6、can I do for What can I do for youyou，Sir/Madam?/Is there anything I can Sir/Madam?/Is there anything I can do for you?do for you?5 5、需要我为您做点什么吗？、需要我为您做点什么吗？Can I do anything Can I do anything for you?for you?6 6、让我来帮您一下吧！、让我来帮您一下吧！Let me give you a Let me give you a hand!hand!7 7、请别挂断电话，好吗？、请别挂断电话，

7、好吗？Would you hold the Would you hold the line,please?line,please?四、应答语：四、应答语：四、应答语：四、应答语：1 1、很高兴为您服务、很高兴为您服务/乐意为您效劳。乐意为您效劳。Its my pleasure!Its my pleasure!2 2、不用谢。、不用谢。You are welcome!/Not at all!You are welcome!/Not at all!3 3、我马上去做。、我马上去做。Ill do it at once!/Ill do it right now!Ill do it at once!/I

8、ll do it right now!4 4、请稍等。、请稍等。Just a moment,please.Just a moment,please.五、道歉语：五、道歉语：五、道歉语：五、道歉语：1 1、对不起（打扰）。、对不起（打扰）。Excuse me!Excuse me!2 2、对不起。、对不起。Sorry.Sorry.3 3、请原谅。、请原谅。O,Pardon me.O,Pardon me.4 4、很抱歉，打扰您了。、很抱歉，打扰您了。Excuse me!Im sorry to disturb you.Excuse me!Im sorry to disturb you.5 5、请原谅我

9、打断您了。、请原谅我打断您了。Excuse me for interrupting you,Sir/Madam.Excuse me for interrupting you,Sir/Madam.6 6、对不起，请您再说一遍好吗？、对不起，请您再说一遍好吗？I beg your I beg your pardon?pardon?7 7、我对此非常抱歉。、我对此非常抱歉。Im very sorry about it.Im very sorry about it.8 8、希望您不介意。、希望您不介意。I hope you dont mind.I hope you dont mind.9 9、请原谅，

10、我要走开一下，我马上回来。、请原谅，我要走开一下，我马上回来。Please excuse me for a moment.I wont be Please excuse me for a moment.I wont be long.long.六、感谢语：六、感谢语：六、感谢语：六、感谢语：1 1、非常感谢。、非常感谢。Thank you very much!Thank you very much!2 2、多谢了。、多谢了。Thanks a lot!Thanks a lot!3 3、感谢您的光临。、感谢您的光临。Thanks for your coming.Thanks for your com

11、ing.七、祝贺语：七、祝贺语：七、祝贺语：七、祝贺语：l l祝贺祝贺/恭喜！恭喜！Congratulations!Congratulations!l l祝您好运！祝您好运！Good luck to you!Good luck to you!l l祝您愉快！祝您愉快！Have a good day.Have a good day.l l致以最良好的祝愿！致以最良好的祝愿！Best wishes!Best wishes!l l生日快乐！生日快乐！Happy birthday!Happy birthday!l l新年快乐！新年快乐！Happy New Year!Happy New Year!l l

12、圣诞快乐！圣诞快乐！Merry Christmas!Merry Christmas!八、八、八、八、道別道別道別道別语语语语：l l再再见见！Goodbye!/So long!Goodbye!/So long!l l明天明天见见！See you tomorrow!See you tomorrow!l l一一会儿见会儿见！See you soon!/See you See you soon!/See you later!later!l l保重！保重！Fake Coot!Fake Coot!l l希望下次再希望下次再见见到您到您！HopeHope to see youto see you agai

13、n!again!l l祝您旅途愉快！祝您旅途愉快！Have a good tripHave a good trip！Part 2.酒店各部门中英文全称及简称序号序号 部部 门门 英英 语语 英文代码英文代码l l 1 1 总总 办办 Executive OfficeExecutive Office EOEOl l 2 2 人力资源部人力资源部 Human Resource Human Resource HRHRl l 3 3 财务部财务部 Accounting Department ACCAccounting Department ACCl l 4 4 营销部营销部 Sales&maketer

14、Sales&maketer Department S&M Department S&Ml l 5 5 房务部房务部 Room DivisionRoom Division R&DR&Dl l 6 6 餐饮部餐饮部 Food&Beverage Dept.Food&Beverage Dept.F&BF&Bl l 7 7 中中 餐餐 Chinese Restaurant RESChinese Restaurant RESl l 8 8 西西 餐餐 Western RestaurantWestern Restaurant WRSWRSl l 9 9 中中 厨厨 China KitchensChina K

15、itchens C.H.KC.H.K序号序号 部部 门门 英英 语语 英文代码英文代码l l 10 10 西西 厨厨 West Kitchens W.KWest Kitchens W.Kl l 11 11 酒水部酒水部 Beverage DepartmentBeverage Department BEVBEVl l 12 12 前厅部前厅部 Front OfficeFront Office FOFOl l 13 13 娱乐部娱乐部 Entertainment ENTEntertainment ENTl l 14 14 康乐部康乐部 Recreation DepartmentRecreation

16、 Department RECRECl l 15 15 管家部管家部 HousekeepingHousekeeping HSKPHSKPl l 16 16 工程部工程部 EngineeringEngineering ENGENGl l 17 17 保安部保安部 Security Security DepartmenyDepartmeny SEC SECl l 18 18 电脑音控部电脑音控部 Computer DepartmentComputer Department C&DC&DPart 3.数字l l数字数字 英文英文 中文中文 英文英文 中文中文l l1 One 1 One 一一 Fir

17、stFirst/1 1stst 第一第一l l2 2 TwoTwo 二二 SecondSecond/2 2ndnd 第二第二l l3 3 Three Three 三三 ThirdThird/3 3rdrd 第三第三 l l4 4 F Fourour 四四 FourthFourth/4 4thth 第四第四l l5 5 Five Five 五五 Fifth Fifth/5 5thth 第五第五l l6 6 SixSix 六六 Sixth Sixth/6 6thth 第六第六l l数字数字 英文英文 中文中文 英文英文 中文中文l l 7 7 SevenSeven 七七 SeventhSevent

18、h /7 7thth 第七第七l l 8 8 EightEight 八八 Eighth Eighth/8 8thth 第八第八l l 9 9 NineNine 九九 Ninth Ninth/9 9thth 第九第九 l l1010 Ten Ten 十十 Tenth Tenth/10th 10th 第十第十l l1111 Eleven Eleven 十一十一 Eleventh Eleventh/11th 11th 第十一第十一l l1212 Twelve Twelve 十二十二 TwelfthTwelfth/12th 12th 第十二第十二l lThirteenThirteen十三十三 Four

19、teen Fourteen 十四十四l lFifteen Fifteen 十五十五 Sixteen Sixteen 十六十六l lSeventeenSeventeen十七十七 EighteenEighteen十八十八l lNineteenNineteen十九十九 Twenty Twenty 二十二十l lTwenty-oneTwenty-one 二十一二十一 Thirty Thirty 三十三十l lThirty-twoThirty-two三十二三十二 FortyForty四十四十l lForty-three Forty-three 四十三四十三 Fifty Fifty 五十五十 l lFif

20、ty-fourFifty-four五十四五十四 Sixty Sixty 六十六十l lSixty-fiveSixty-five六十五六十五 SeventySeventy七十七十l lSeventy-six Seventy-six 七十六七十六 EightyEighty八十八十l lEight-sevenEight-seven八十七八十七 NinetyNinety九十九十l lNinety-eight Ninety-eight 九十八九十八 One hundred One hundred 一百一百l lOne hundred and nineOne hundred and nine一百零九一百零

21、九l lOne thousandOne thousand一千一千l lOne millionOne million一百萬一百萬l lOne billion One billion 十亿十亿一、一、The days of the week The days of the week 星期星期l lSunday(Sun.)Sunday(Sun.)星期日星期日 l lMonday(Mon.)Monday(Mon.)星期一星期一 l l Tuesday(Tues.)Tuesday(Tues.)星期二星期二 l l Wednesday(wed.)Wednesday(wed.)星期三星期三 l l Thur

22、sday(Thurs.)Thursday(Thurs.)星期四星期四 l lFriday(Fri.)Friday(Fri.)星期五星期五l lSaturday(Sat.)Saturday(Sat.)星期六星期六二、二、二、二、The months of the year The months of the year 月份月份l lJanuary(JanJanuary(Jan.).)一月一月 February(FebFebruary(Feb.).)二月二月 l lMarch(MarMarch(Mar.).)三月三月 April(Apr.)April(Apr.)四月四月 l lMay(May.)M

23、ay(May.)五月五月 June(Jun.)June(Jun.)六月六月 l lJuly(Jul.)July(Jul.)七月七月 August(Aug.)August(Aug.)八月八月 l lSeptember(Sep.)September(Sep.)九月九月 l lOctober(Oct.)October(Oct.)十月十月 l lNovember(Nov.)November(Nov.)十一月十一月 l lDecember(Dec.)December(Dec.)十二月十二月三、三、三、三、Times Times 时间时间时间时间l l hour hour 小小时时 minute minu

24、te 分分钟钟 second second 秒秒钟钟 l lquarter quarter 刻刻钟钟 oclock oclock 点钟点钟l lIts four past eight(eight four).Its four past eight(eight four).8:048:04l l Its fifteen to nine(a quarter to nine).Its fifteen to nine(a quarter to nine).8:458:45l l Its half past sever(seven thirty).Its half past sever(seven th

25、irty).7:30 7:30l l Its five to eight(sever fifty).Its five to eight(sever fifty).7:55 7:55四四四四、Seasons Seasons 季季季季节节节节l lspring spring 春天春天 l lsummer summer 夏天夏天 l lautumn autumn 秋天秋天 l lwinter winter 冬天冬天六、六、六、六、FestivalsFestivals and Celebrationand Celebration 节节节节日日日日和庆祝和庆祝和庆祝和庆祝l lNew years day

26、 New years day 新年（元旦）新年（元旦）l l Spring Festival Spring Festival 春春节节 l lLabor day Labor day 劳动节劳动节 National day National day 国庆节国庆节l lChristmas Christmas 圣诞节圣诞节 Christmas Eve Christmas Eve 平安夜平安夜 l lMothers day Mothers day 母母亲节亲节 Fathers day Fathers day 父父亲节亲节 l lValentines dayValentines day 情人情人节节l

27、lWomens day Womens day 妇女节妇女节 l lMid-autumn Festival Mid-autumn Festival 中秋中秋节节Part 4.Dialogue一一一一、GreetingGreeting問候問候l l(A)In the morning(A)In the morningl lA:Good morning,sir.A:Good morning,sir.l lB:Good morning.B:Good morning.l lA:Welcome to A:Welcome to yihaoyihao Hotel.Hotel.l lB:Thank you.B:T

28、hank you.l l(B)In the afternoon(B)In the afternoonl lA:Good afternoon,Mr.Brown.A:Good afternoon,Mr.Brown.l lB:Good afternoon.B:Good afternoon.l lA:How are you this afternoon?A:How are you this afternoon?l lB:Im very well,thank you.And you?B:Im very well,thank you.And you?l lA:Im very well,too.Thank

29、you.A:Im very well,too.Thank you.l l (C)In the evening(C)In the eveningl lA:Good evening,Mr.Brown.A:Good evening,Mr.Brown.l lB:Good evening,B:Good evening,caocao Li.Li.l lA:Is this your first visit to A:Is this your first visit to our hotel?our hotel?l lB:Yes,it is.B:Yes,it is.l lA:How do you enjoy

30、your stay in our hotel?A:How do you enjoy your stay in our hotel?l lB:Oh,its a new hotel with comfort.The room B:Oh,its a new hotel with comfort.The room is tidy and clean,food excellent and service is tidy and clean,food excellent and service super.I like it very much.super.I like it very much.l lA

31、:Im very glad you like it.A:Im very glad you like it.二、二、二、二、Introduction Introduction 介紹介紹介紹介紹l l(A)Self-introduction(A)Self-introductionl lReceptionist:Good afternoon,sir.May I help Receptionist:Good afternoon,sir.May I help you?you?l lGuest:Yes,Im John Smith from England,I Guest:Yes,Im John Smith

32、 from England,I have a booking for tonight.have a booking for tonight.l lR:Let me see,Mr.Smith.Yes,your booking R:Let me see,Mr.Smith.Yes,your booking was for a single room.was for a single room.l lG:Yes,thats right.G:Yes,thats right.(B)Introducing people(B)Introducing peoplel lG:Id like to see your

33、 manager,please.G:Id like to see your manager,please.l lR:Just a minute,Mrs.SmithMrs.Smith,this is R:Just a minute,Mrs.SmithMrs.Smith,this is our manager,Mr.Li,Mr.Li our manager,Mr.Li,Mr.Li，this is Mrs.Smith.this is Mrs.Smith.l lL:How do you do,Mrs.Smith?L:How do you do,Mrs.Smith?l lG:How do you do,

34、Mr.Li.Glad to meet you!G:How do you do,Mr.Li.Glad to meet you!l lL:Glad to meet you,too.L:Glad to meet you,too.三、三、三、三、Parting Parting 道別道別道別道別l l（A A）In hotelIn hotell lCashier:Good morning,sir.May I help you?Cashier:Good morning,sir.May I help you?l lGuest:Yes.Im leaving this morning.I want Guest:

35、Yes.Im leaving this morning.I want to pay my bill now.The name is Mr.Black.to pay my bill now.The name is Mr.Black.Room 1234.Room 1234.l lCa:Ca:JustJust a moment,please.Thats 250 a moment,please.Thats 250 Yuan.Yuan.l lG:Here you are.G:Here you are.l lCa:Heres your receipt.I hope you enjoyed Ca:Heres

36、 your receipt.I hope you enjoyed your stay with us.your stay with us.l lG:Thank you and good-bye.G:Thank you and good-bye.l lCa:Good-bye.Ca:Good-bye.l l(B)B)InIn restaurant restaurantl lGuest:Waiter!Can I have the bill,please?Guest:Waiter!Can I have the bill,please?l lWaiter:Yes,sir Here you are.Wai

37、ter:Yes,sir Here you are.l lG:can I sign for it?G:can I sign for it?l lW:Certainly,sir.W:Certainly,sir.l lG:(signs the bill)I really enjoyed the food and G:(signs the bill)I really enjoyed the food and service here very much.service here very much.l lW:Its very kind of you to W:Its very kind of you

38、to s say so.We hope to ay so.We hope to serve you again.serve you again.l lG:Thank you and good-byeG:Thank you and good-bye！l lW:Good-byeW:Good-bye！四、四、四、四、Request and Respond Request and Respond 请请请请求及求及求及求及应应应应答答答答 l l(A)May(can)I please?(A)May(can)I please?l lClerk:Good morning,sir,Can I help you

39、?Clerk:Good morning,sir,Can I help you?l lGuest:Yes,Ive booked a room here.Guest:Yes,Ive booked a room here.l lC:Yes,sir.May I have your name,please?C:Yes,sir.May I have your name,please?l lG:James Cook.G:James Cook.l lC:Thank you,sir.C:Thank you,sir.l l(B)Could(Would)you please?Will you(B)Could(Wou

40、ld)you please?Will you please?please?l lC:C:CouldCould you fill you fill outout this registration form,this registration form,please?please?l lG:All right.G:All right.l lC:WouldC:Would you sign here,Please?.Will you you sign here,Please?.Will you please show your passport?please show your passport?l

41、 lG:Here you are.G:Here you are.l lC:Thank you very much,sir.C:Thank you very much,sir.l l(C)Certainly,sir(madam)(C)Certainly,sir(madam)l lWaiter:Good evening,madam.Can I help you?Waiter:Good evening,madam.Can I help you?l lGuest:Yes,we want a table for two.Guest:Yes,we want a table for two.l lW:Cer

42、tainly,madam.This way,please.Will W:Certainly,madam.This way,please.Will this table be all right?this table be all right?l lG:Its fine.Thank you.G:Its fine.Thank you.l l(D)Im afraid(sorry).(D)Im afraid(sorry).l lG:Waiter,this table is too near the doorway.G:Waiter,this table is too near the doorway.

43、Could we have that one over Could we have that one over there,pleasethere,please?l lW:Im afraid that table is reserved.W:Im afraid that table is reserved.l l五、五、五、五、Thanks and Responses Thanks and Responses 感感感感谢谢谢谢及及及及应应应应答答答答 l l(A)When a guest thank you(A)When a guest thank youl lClerk:Good morni

44、ng,madam.May I help you?Clerk:Good morning,madam.May I help you?l lGuest:Yes,can you tell me where the post Guest:Yes,can you tell me where the post office is?office is?l lC:Its at the other end of the lobby.C:Its at the other end of the lobby.l lG:Thank you very much.G:Thank you very much.l lC:My p

45、leasure,madam.C:My pleasure,madam.l l(B)When you thank a guest(B)When you thank a guestl lG:Waiter!Bring me the bill please.G:Waiter!Bring me the bill please.l lW:Yes,sir.Just a minute,please,Thank you for W:Yes,sir.Just a minute,please,Thank you for waiting,sir.(gives the bill)waiting,sir.(gives th

46、e bill)l lG:Id like to sign for it.G:Id like to sign for it.l lW:Certainly,sir.Whats your room number?W:Certainly,sir.Whats your room number?l lG:1227.G:1227.l lW:Thank you.I hope you enjoyed your meal.W:Thank you.I hope you enjoyed your meal.l l(C)Refusing tips(C)Refusing tipsl lG:I really enjoyed

47、my stay here very much.G:I really enjoyed my stay here very much.Here is something for you.Here is something for you.l lC:Its very kind of you,sir.But we dont accept C:Its very kind of you,sir.But we dont accept tips.Thank you all the same.tips.Thank you all the same.五五五五 Apologies Apologies 道歉語道歉語道

48、歉語道歉語(A)For bad service(A)For bad servicel lGuest:Could I see the manager,please?Guest:Could I see the manager,please?l lManager:Can I help you,madam?Manager:Can I help you,madam?l lG:Did you check this room before we moved in?G:Did you check this room before we moved in?There is no toilet paper,the

49、 shower doesnt There is no toilet paper,the shower doesnt work,and the sheets have not been changed.work,and the sheets have not been changed.l lM:Im extremely sorry to hear that.Ill see to it M:Im extremely sorry to hear that.Ill see to it right away.The housekeeper usually checks right away.The ho

50、usekeeper usually checks every room before new guests move in.every room before new guests move in.l lG:People dont see this kind of thing in a 5-star G:People dont see this kind of thing in a 5-star hotel.hotel.l lM:No,madam.I do apologize.M:No,madam.I do apologize.(B)For poor food(B)For poor foodl