酒店英语培训.pptx

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1、第一节、酒店基础英语第二节、客房英语第三节、餐饮英语第四节、前厅英语第1页/共72页第一节、酒店基础英语一.酒店客房类型二.酒店各部门岗位英语识别：三.各部门服务：各服务点名称四.房间物品英语识别：房间各设施物品英语识别五、礼貌用语第2页/共72页第一节：酒店基础英语一、房间类型：1.单人房-singleroom2.双人房-doubleroom3.标准间-standardroom4.豪华客房deluxeroom5.豪华套房deluxesuite 第3页/共72页1.Executive Office(EO)2.Front Office(FO)3.Food and Beverage(FB)4.Ho

2、usekeeping(HK)5.Human Resource(HR)6.Sales and Marketing(SM)7.Financial Department(FIN)8.Engineering Department(ENG)9.Security Department(SEC)10.Purchasing Department(pur)二、各部门名称第4页/共72页1.Executive Office(EO)总办2.Front Office(FO)前厅部 3.Food and Beverage(FB)餐饮部4.Housekeeping(HK)房务部 5.Human Resource(HR)人

3、力资源部6.Sales and Marketing(SM)市场营销部7.Financial Department(FIN)财务部 8.Engineering Department(ENG)工程部 9.Security Department(SEC)保安部10.Purchasing Department(PD)采购部第5页/共72页三、酒店各服务点英语一、休闲、娱乐设施：1.游泳池-swimmingpool2.酒吧-bar3.茶室-tearoom4.健身房-gym5.咖啡厅-coffeeshop6.棋牌室-chessandcardroom7.水疗spa第6页/共72页二、会议、商务设施：1.会议

4、室-Conferenceroom2.商务中心-businesscenter3.多功能厅-Multifunctionalhall四、其他设施：1.餐厅-restaurant/dining-room、2.厨房-kitchen3.大厅-lobby4.休息区-restarea5.洗衣房-laundry6.停车场-parkingarea7.公共区域-PA（publicarea）第7页/共72页四、房间物品、设施 一、洗漱用品：1.牙膏-toothpaste2.牙刷-toothbrush3.口杯-cup4.毛巾-towel5.剃须刀-shaver6.梳子-comb7.镜子-mirror8.洗脸盆-wash

5、basin第8页/共72页二、淋浴设施、用品：1.浴室-bathroom2.浴盆-bathtub3.淋浴喷头-showerhead4.沐浴露-bathfoam5.洗发液-shampoo6.香皂-toiletsoap7.浴衣-bathrobe8.浴巾-bathtowel9.浴帽-showercap10.脚巾-foottowel11.拖鞋-slipper12.睡衣-pajamas第9页/共72页三、床上用品：1.bed2.sheet3.mattress4.quilt5.coverlet床罩/被单6.pillow7.blanket 第10页/共72页四、电器设备：1.switch2.socket3.

6、plug4.TV5.telephone6.fridge7.electricfan8.air-conditioning/airconditioner9.remotecontrol10.iron（ain）第11页/共72页五、其他：Curtainbalconyhookclothes-hangercarpetrubbishbasketgarbagebagtoiletpaperashtraychairstoolsofateatableroomcard/key第12页/共72页6.节假日：、西方节日：情人节-ValentinesDay愚人节-AllFoolsDay母亲节-MothersDay父亲节-Fa

7、thersDay感恩节-ThanksGivingDay圣诞节-ChristmasDay、中国节日：新年：-newyearsday春节-SpringFestival元宵节-theLanternFestival端午节-DragonBoatFestival清明节-Tomb-SweepingDay中秋节-Mid-AutumnFestival第13页/共72页ITEMS Greeting Greeting 问候问候Thanks Thanks 致谢致谢 回答致谢回答致谢Apologies Apologies 致歉致歉Directions Directions 指路指路Festivals Festivals

8、 节日节日Department Department 各部门名称各部门名称Facility Facility 设施设施Courtesy English 礼貌英语第14页/共72页注意事项：1、酒店英语是商务英语，较注重礼节。非正式英语Whatsyourname?正式英语MayIhaveyourname,please?2、别说“Idontknow.”可以说“justamoment,please.Illcheckthatforyou.”Illaskoursupervisor.第15页/共72页You are welcome Its my pleasure Thats all right.Not a

9、t all Dont mention it 何足挂齿第16页/共72页 Apologies 致歉致歉Excuse me I am sorry.I am awfully sorry.Its my fault.I apologize for this.第17页/共72页Directions 指路指路Go upstairs/downstairs.Its on the 2nd floor.This way,please.Turn left/rightThiswaytotheelevator.Followme,please.第18页/共72页第二节 客房英语LOGORoom Cleaning 清理房间S

10、howing Room 为客人开房Laundry Service 洗衣服务Emergencies紧急情况1234On Guests Requests 回应客人的要求5第19页/共72页Showing Room 为客人开房LOGO1、为客人引路Bellman shows guest to his/her room.Introduce hotel service.等客人进入房间后，询问 How do you like this room?If you need something,please call me.Have a nice day.）背景常识须知第20页/共72页Showing Room

11、 为客人开房LOGO2、如何搭讪在等待电梯的空隙，如果始终一言不发，终究有些尴尬。所以，不妨准备一些话题跟客人搭搭讪虽然未必有什么实质性的内容，但可以给客人一种友善、热情的感觉。例如：Is this your first visit here?这是您第一次来这儿吗？How do you like this city?您觉得这个城市怎么样？This city is famous for its ethnic food.这个城市以风味小吃驰名。Its very hot today,isnt it?今天真热，是吧?Your child is so cute.您的孩子真可爱！背景常识须知第21页/共7

12、2页句型精选LOGO1、招呼和带领客人A.Welcome to Hotel!B.May I see your room card?A.Your room number,please?A.Follow me,pleaseB.Please watch your step.A.Please take the lift on your left.第22页/共72页句型精选LOGO2、回应客人的要求A.Right away,sir.我马上就去办，先生。A.Ill bring.to you right away.我马上就为您拿.来。A.Im afraid were not allowed to do so

13、.恐怕我们不允许这么办。A.Ill check with my supervisor.我得请示主管。第23页/共72页情景对话LOGO M：Mary 玛丽 G：Guest 旅客M:Heres your room,Mrs Laura.After you.G:Thank you.M:Show I put your luggage here?G:Ok,thank you.M:Here is the safe.Youll find its instruction in our service booklet.Its by the telephoneG:Great!Thank you.M:Anythin

14、g else Ican do for you?G:No,thanks.M:Im always at your service,Mrs.Laura.Have a nice day.Good-bye!第24页/共72页句型精选LOGO1、请求清理房间A.Turn-down service.May I come in？开夜床了，我可以进来吗？B.Shall I come back later,sir?先生，要我等会儿再来吗？C.What time would be better for you?您什么时间更合适呢？D.Please call the Front Desk when you want

15、your room done.当您需要清理房间时，请给前台打电话。第25页/共72页句型精选LOGO2、进房清理A.May I vacuum the room now？我可以吸尘吗？B.May I tidy up your desk?我帮您整理一下书桌好吗？C.May I move this?我可以移动这个吗？D.Sure,go ahead.好的，请吧。第26页/共72页情景对话LOGO M：Mary 玛丽 G：Guest 旅客M:（Knocking the door）Housekeeping.May I come in?G:Come in,please.M:Good evening,maam

16、.May I do your room now?G:Sure.(Finish cleaning the room)M:I m done.Anything else,maam?G:No,thanks.第27页/共72页 句型精选LOGO 背景常识须知1、添加物品*I am out of the toilet paper.我的厕纸用完了。*Can I have an extra pillow?我能多要个枕头吗？*Can you bring me a hair-dryer?能给我拿个吹风机吗？*Right away,sir/maam.我马上去办，先生/女士。*Certainly,sir/maam.好

17、的，先生/女士。第28页/共72页 句型精选LOGO 背景常识须知2、客房设施出现问题Theres a bad smell in my room.我的房间有一股特别难闻的气味。My toilet is clogged.我的抽水马桶堵住了。My ceiling is leaking.我的天花板漏水。The air-conditioner isnt working.空调坏了。Im sorry to hear that.很抱歉听到这样的事。Ill ask the engineer to check it.我叫工程人员来检查。It takes time to repair.修理需要时间。Can you

18、 change a room for me?可以给我换个房间吗？Would Room 3102 be alright?3102房间好吗？Could you change a room,sir?先生，您换个房间好吗？We are really sorry for this.我们实在是非常抱歉。第29页/共72页 句型精选LOGO 背景常识须知3、教客人使用保险箱*I d like to use the safe.我想使用这个保险箱。*Let me show you how to use it.让我给您示范怎么使用它。*You enter the password.您输入密码。*You may c

19、hange the password by doing this.这样做，您就可以更改密码。*Here is the instruction card.这里是使用说明卡。第30页/共72页 句型精选LOGO 背景常识须知4、mini-bar 添加饮品*Can I have some sprites?我能要些雪碧吗？*Do you have iced tea?你们有冰茶吗？*Which kind of drink would you prefer?您喜欢哪种饮料呢？*Which brand would you prefer?您喜欢什么牌子的呢？5、递送物品*Here is a fax/parce

20、l for you.这是您的传真/包裹。*Could you sign here,please?请您在这签个名好吗？第31页/共72页 句型精选LOGO 背景常识须知1、送洗衣物pDo you have any laundry?您有送洗的衣物吗？pHere is my laundry bag,3 pieces.这是我的洗衣袋，有三件。pCould you fill in the laundry list?请您填写洗衣单好吗？pHow long will it take you?你们（洗衣物）要多久？pIt takes 12 hours.要12个小时。pYou may get them back

21、 by 9 pm.您在9点以前可以取回。pFor quick service,you may get them in 2 hours.快洗服务的话，可以两个小时之内取回。pIt has an extra charge of 50%.它需要额外收取50%的费用。pWe charge 50%more for quick service.快洗服务我们要加收50%的费用。第32页/共72页 句型精选LOGO 背景常识须知2、洗涤要求nCan you remove the stain?可以去掉这块污渍吗？nWell try our best.我们会尽力。nI want it dry-cleaned.这个

22、我要干洗。nI want it washed by hand.这个我要手洗。nIt needs ironing.这个要烫干。nI see.我明白了。第33页/共72页情景对话LOGO M：Mary 玛丽 G：Guest 旅客M:Housekeeping.Do you have any laundry?客房服务部。您有要洗的衣物吗？G:Yes.Here is the laundry bag.有。这是洗衣袋。M:Could you fill in the laundry list?请您填一下洗衣单好吗？G:Its in the bag.在袋子里。M:Thank you,madam.谢谢您，女士。第

23、34页/共72页Emergencies 紧急情况LOGO 背景常识须知Shall I call a doctor for you？Anything I can do before the doctor arrives?（Dont worry。The doctor is comingYoull be alright soon.Are you feeling better now?Can I help you to look for itIll report to our assistant Manager第35页/共72页 句型精选LOGO 背景常识须知1、火警等意外Attention,plea

24、se!请注意！The hotel is on fire.酒店失火了！The hotel is under attack.酒店正受到袭击。The hotel is in danger.酒店有危险。A typhoon is coming.台风要来了。Please leave your room.请离开您的房间。Take the emergency exit!走紧急出口！Lets go!走吧！第36页/共72页 句型精选LOGO 背景常识须知2、客人生病或受伤She fainted!她晕倒了！Your nose is bleeding.你的鼻子在流血！I have a headache/stomac

25、hache.我头疼/肚子疼。My leg is broken!我的腿断了！That hurts!那里受伤了！Please dont move.请别动！Ill call the doctor.我去叫医生。Ill call the ambulance.我去叫救护车。Here is your medicine.这是您的药。Are you feeling better now?您感觉好些吗？第37页/共72页 句型精选LOGO 背景常识须知3、客人遗失物品My bag was stolen!我的包被偷了！Im sorry to hear that.我对此深表遗憾。When and where did

26、you last see it?您最后一次见到它是什么时候、什么地方？Could you describe it?您能不能描述一下它是什么样子呢？Shall I call the police for you,sir?我为您报警好吗，先生？第38页/共72页 句型精选LOGO 背景常识须知4、托儿服务Can you look after the baby for us?你能帮我照看一下我们的宝贝吗？We are not allowed to do that.我们是不允许照看小孩的。How about the baby-sitting service?托儿服务怎么样？第39页/共72页 第三节、

27、餐饮英语第40页/共72页PART 1 为客人服务第41页/共72页Dialogue 对话S:Goodmorning，sir.WelcometoSunSunCaf.G:Goodmorning.S:Howmanypersonsofyou,please?G:Atableforfour,please.第42页/共72页S：Wherewouldyouprefertosit?Bythewindow,please.S:Illshowyoutoyourtable.thisway,please.Isthisfine?G：OK,itsfine.第43页/共72页S:Pleasehaveyourseat,sir.

28、G:Thanks.S:Hereisthemenu,sir,pleasetakealook.S:Ourwaiter/waitresswillcometotakeyourorderrightaway.Amoment,please.S:Wishyouhaveapleasantmeal.第44页/共72页电话订位1.电话用语1)TheRoseRestaurant.MayIhelpyou?2).ThisisPaul.Howmayihelpyou?2.询问是否是某餐厅1)IsthistheJapaneseRestaurant?2)Hello,IsthistheABCRestaurant?3.告知是餐厅Ye

29、s,itis.MayIhelpyou,sir?第45页/共72页4.询问店内是否提供餐点1)Whatkindoffooddoyouserve?2)Idlikesomeinformationaboutyourmeal.Whatkindoffooddoyouserve?3)Doyouhaveachildrensmenu(portions)?4)Doyouhave(any)vegetariandishes?5.告知店内餐点1)WeserveagreatvarietyofpopularJapanesedishesinsetcoursesandweservemanymeatdishes.2)Weserv

30、emanygrilledmeat,prawnandvegetabledisheswhicharepreparedinfrontoftheguest.第46页/共72页3)Yes,wedo.Wehaveadifferentmenuforourvegetarianquests.6.询问价位1)Whatisthepricerangeforthesetmenu?2)Whatpricedoyoursetcoursesstartat?3)Howmuchisyourdinnerset?4)Doyouhaveacovercharge?第47页/共72页7.告知价位1)FromNT600perperson,si

31、r.2)WehavesetcoursesfromNT360.8.询问是否有收服务费1)Doyouhaveaservicecharge?9.询问营业时间1)Howearlydoyouopenforlunch?2)Whendoestherestaurantopenforbreakfast?3)Whataretherestaurantshours?4)Whatareyourdinnerhours?第48页/共72页10.告知营业时间1)Weopenat11:30forlunch,Ms.2)Therestaurantopensat11a.m.3)Therestaurantisopenforbreakf

32、astfrom6a.m.until10a.m.4)Therestaurantshoursarefrom11a.m.until10p.m.11.询问营业到几点Untilwhattimeareyouopen?12.告知营业到几点Weareopenuntil10butourlastorderfordinnerisat9:30p.m.13.询问打烊时间1)Whendoestherestaurantclose?2)Whendoyouclose?第49页/共72页14.告知打烊时间Therestaurantclosesat10p.m.15.告知最后点餐时间1)Ourlastorderisat9p.m.Co

33、uldyouarrivealittleearlierthanthat,please?2)Ourlastorderisat10p.m.Couldyoucomebeforethatastoenjoyaleisurelymeal?16.客人订位1)Iwantatablefor6:30thisevening.2)Idliketoreserveatable.第50页/共72页17.确认预约名单Justamoment,sir.Illcheckourreservetionlist.18.接受订位1)Ihavereservedatableforthreepersonsfor7:30inyourname.2)I

34、dliketoconfirmyourreservationfortomorrowevening.19.询问偏好whatkindoffoodwouldyouprefer?20.告知偏好Letssee.Somethingunusualwouldbegood.第51页/共72页 Bye Bye第52页/共72页第四节、前厅岗位基本操作对话1、入住服务（checkin）：2、结账服务（checkout）：3、预定服务（reservation）：第53页/共72页一、入住R:ReceptionG:GuestCheckinR:Goodmorning,madam!MyIhelpyou?G:Ineedaroo

35、m.R:Doyouhaveroomreservation,please?G:No.R:OK,whatkindofroomswouldyoulike?singleroomordoubleroom?G:Ineedasingleroomfortwonights!第54页/共72页R:Madam,ourrackrateis998RMBper-night,butnowourpromotionrateis518RMBper-night,includingoneortwobreakfast.G:Itsok.R:Madam,mayIhaveyourpassport,please?G:Hereyouare!R:

36、Thankyou!Hereisyourregistrationform,pleasecheckandsignyournamehere.R:MissZhang,howwouldyouliketomakethepayment,creditcardorincash?G:creditcard.hereyouare.第55页/共72页R:Thankyou!MayIdeposit1500RMBforyou?G:Certainly.R:pleaseinputyourpassword!R:MissZhang,hereisyourpos-list,pleasesignyournamehere.Doyouhave

37、anyvaluablethingstodeposit?G:No,thanks.R:Hereisyourpassport、creditcard、pos-listandyourroomcard,pleasetakecare!TheBreakfastisintheGoldCoast,theservicetimeisfrom6:30-9:30,justshowyourroomcard.Thebellboywillhelpyouwithyourluggageandshowyoutoyourroom.Haveanicestayinourhotel!第56页/共72页C/I入住DialogueA/对话A：G

38、oodmorning,sir.WelcometoGoldenOceanHolidayInn.MayIhelpyou?A:wouldyoulikesingleroomordoubleroom?B:Ilikeasingleroom./IhaveareservationforasingleroomA：MayIhaveyourname,sir,please?B：Myfriendhelpmethebook，SheusedthenameofzhangpengA：Justamoment,sir.Letmecheckthereservationforyou.A:MayIhaveyourpassport.B：Y

39、es.Hereyouare.A：Thankyou.MrZhao.PleasesignhereB：Yes.A：MrZhao,Howlongwouldyoulikestayhere?第57页/共72页B：Justonenight.A：Thankyou.Howwouldyouliketopaythedeposit?Incashorcreditcard?B：Creditcard.A：MayIhaveyourcreditcard?B：Yes.A：Thankyouforyourcreditcard.Sir.Pleasesignhere,B：Yes.A：MrZhao,Yourroomnumberis8385

40、.Thisisyourroomkey.Hereyouare.B：Thankyou.A：Enjoyyourstaying.第58页/共72页1、入住服务（check in）C:Goodafternoon,sir.Welcometoourhotel.MayIhelpyou?下午好，先生，欢迎您入住我们酒店，我能帮您些什么吗？G:Yes.Ibookedaroomoneweekago.是的，我前一周已预定了一个房间C:MayIhaveyournameplease,sir?先生，请问您贵姓？G:JohnSmith.约翰-史密斯第59页/共72页C:Justamoment,sir.WhileIlookth

41、roughoutlist.Yes,Wedohaveareservationforyou,Mr.Smith.Asingleroomwithbath.Youvepaid2000YuanRMBasadeposit.Isthatcorrect?先生，请您稍等一会。我看下清单，是的，史密斯先生，我们这里有您的预定。一个带浴室的单人间，您已经支付2000元的预定金，是这样的吗？G:Thatsit.就是这样。C:Wouldyoupleasefillinthisregistrationcard,sir！先生，请您填写这张登记表。G:Sure.Hereyouare.IthinkIvefilledineveryt

42、hingcorrectly.可以，给你，我想各项内容都填对了。第60页/共72页C:LetmeseeName,address,nationality,passportnumber,signatureanddateofdeparture.Oh,here,sir.Youforgettofillinthedateofdeparture.MayIfillitinforyou?Youareleavingon让我看看.名字，地址，国籍，护照号码，签名，启行日期。喔，先生，这里，您忘记填写这个启行日期了，我可以帮您填写吗？你离开.G:October24.十月二十四日第61页/共72页C:MayIseeyou

43、rpassport,please?Thankyou,sir.Noweverythingisinorder.Andhereisyourkey.Mr.Smith.Yourroomnumberis1107.Itsonthe11thfloorandyourroomrateis500RMBpernight.Hereisyourkeycardwithalltheinformationonyourbooking,thehotelservicesandthehotelrulesandregulationsonit.Pleasemakesurethatyouhaveitwithyouallthetime.You

44、needtoshowitwhenyousignforyourmealsanddrinksintherestaurantsandthebars.能把您的护照给我看看吗？谢谢！现在所有手续都办好了，史密斯先生，这是您的房间钥匙，您的房间是1107号。它在第11层楼，您的房费是每晚500元。这是您的房卡以及所有预定信息，酒店服务和酒店规章制度都在上面，请您务必随时带着它。以便当你在餐厅用餐和酒吧消费挂账时，需要它来证明。G:Yes,Illkeepitwithcare,thankyou.好的，谢谢，我会小心保管的。C:Ihopeyouenjoyyoursstaywithus.希望您在这儿过的愉快。第6

45、2页/共72页2、checkoutR:Goodmorning,madam.MayIhelpyou?G:Checkout,please.R:Madam,MayIhaveyourroomcard?G:Hereyouare.R:Theroomnumberis2008,MissZhang,amIright？G:Yes.(打电话给客房中心，报2008退房)R：MissZhang,didyoutakeanythingfromthemini-bar?Haveyouenjoyyourstayinourhotel?(客房中心报房间OK)第63页/共72页MissZhang,thisisyourbill,plea

46、secheck.Youhaveconsumed1300RMBinourhotel.MayIhaveyourcreditcard,please?Thisisyourposlist,pleasesignyourname.Doyouneedinvoice?No,thanks.Thankyouforstayingwithus!Hopetoseeyouagain!第64页/共72页2.结账服务（check out）C:Goodmorning.Sir，CanIhelpyou?早上好，先生，我能为您做些什么？G:Yes.Iwouldliketocheckout.CouldIhavemybill.Please

47、?好的，我想结账，我能看下我的账单吗？C:Certainly,sir,MayIknowyournameandyourroomnumber,please?当然可以，先生，能把你的名字和房间号告诉我吗？G:Dennisblack,Room1108.丹尼斯-布莱克，1108号。第65页/共72页C:Allright.Hereisyourbill,Mr.Black.Thetotalis1800Yuan.好的，这是您的账单，布莱克先生。总共是1800元。G:Thefigureseemsright.这数据好像没错C:Howwouldyouliketopay,Mr.Black,incashorbycredi

48、tcard?你怎么付账，布莱克先生。用现金还是信用卡？G:Incash.Hereisthemoney.用现金，这是钱。C:Thankyou,Mr.Black.Justamoment,please,Illwriteoutareceiptforyou.谢谢您，布莱克先生。请您稍等一会，我给您开一张收据。第66页/共72页C/O退房A：Goodmorning,sir.MayIhelpyou?B：Iwouldliketocheckout.A：MayIhaveyourroomNO.sir?B：RM8385A：Pleasewaitforamoment,Iwillcallhousekeepingtochec

49、kyourroom.A：Thankyousir.Thisisyourbill,totalis1000.Pleasesignhere,A:Incashorcreditcard?B：Bycreditcard.A：MayIhaveyourcreditcard.sir?B：Sure.Hereyouare.A：Thankyousir.Pleasesignhere,B：YesA：Thankyouforyourcreditcardsir.Thisisyourbillandcardreceipt.B：Thankyou.Bye!A：Goodbyesir.Andhopetoseeyouagain.第67页/共72

50、页3.预定服务(reservation)1.C:Goodmorning.ThisisRoomreservation.MayIhelpyou?早上好，这是客房预订部，我能为您做些什么吗？G:Yes,Idliketobookaroom,please.是的，我想预定一个房间C:Fine,Forwhichdate?好的，哪个日期？G:ForOct.1st.十月一日。C:Forhowmanynights?您要预定几个晚上?G:Twonights.两个晚上。第68页/共72页C:Asingleroomoradoubleroom?您要预定一个单人房还是双人房？G:Adoubleroom.双人房C:Could