英语培训手册2.pdf

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1、某星级酒店英语培训手册English Training Manual目录CONTENTSForewordPart OneCourtesy EnglishPart TwoFront Office ServicePart ThreeHousekeeping ServicePart FourFood and Beverage ServicePart FiveRecreation Service1 前言3 第一部分基本礼貌用语22第二部分前厅服务3 5第三部分客房服务5 2第四部分餐饮服务71 第五部分康乐服务1 刖 百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

2、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。为进一步提高员工的英语水平，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 ofknowledge economy,China s hotel industry is closely relatedto the international market.English,a word language,func

3、tions as a main tool or a basic ability for hotel staff tocommunicate with foreign guests.This English TrainingManual is compiled by the Human Resources Department forthe staffs study and improvement.Put what we learn into practice.Wish you would obtainmotivation of the study from your working,and b

4、enefit fromthe learning.Human ResourcesDepartment基本礼貌英语Courtesy English一、欢迎问候语 Welcome and Greeting1、Good morning(afternoon,evening),sir(madam).早 上(下 午，晚 上)好，先 生(夫 人I2、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

5、you II 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、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 g

6、ood journey祝您旅途愉快。8、Have a nice weekend.祝您周末愉快。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 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。四、征询语Requests1、May(can)I help you?我可以帮您吗？2、What can I

7、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.?7、五、应答语Responses1、You are welcome.愿意效劳。2、It doesnz t 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、r II do it for you

8、 right away.我马上为您服务。7、r m 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、F II 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I11、六、道歉语Apologies1、Excuse me 对不起。2、I apologize for this.我为此道歉。3、F m sorry to disturb

9、 you.真抱歉打扰您。4、r m sorry,it s our fault.对 不 起，是我们的过错。5、Thanks for your reminding.谢谢您的提醒。6、We II try our best to take some measures,so that youcan 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 F m sorry about it.关于那件事，我很抱歉。七、婉言推托语Refusal1、F m sorry I can,t help you.真抱歉我不能帮您。2、It

10、s 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。八、接听电话语 Telephone Sentences1、Good morning,Receptionxxspeaking.May I help you?您 好，总 台，我是某某2、Sorry,you ve dialed a wrong number.抱 歉，您打错电话了。3、Please dial number.,thanks.请拨号码，谢谢。4、Who s calling,please?请问

11、您是谁？5、Hold the line please,T II see if she is available.6、Sorry,I still don t understand what you said.抱 歉，我仍不明白您说什么。7、Could you repeat that please?请您再重复一遍好吗？8、Will you please speak more slowly?请您说的慢一点好吗？10.F msorry,!can1 t follow you.抱 歉，我听不懂。九、答谢语 Thanks and Answers1.You re most welcome.欢迎之至。2.Wit

12、h Pleasure.这是我们的荣幸。3.We re 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。6.1tz s 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 Giving directions1.Aft

13、er 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)o5.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.It s on the second(third)floor.在 二(三)楼。8.

14、Sorry,F m not sure.If you II wait a minute.r II be glad tofind 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 tothe driver.当您回酒店的时候，请把这张酒店卡给司机看。10.1 will take you there,sir/madam.我带您去，先生/女士。H 一、提醒用语 Remind wordsl .Please don t leave anything behind.

15、请别遗忘您的东西。2.Please don t smoke here.请不要在这里抽烟。3、Please be careful.请当心。十二、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.r II 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）不能满足客人之要求时；1.r m terribly sorry,we don,t have.非常抱歉，我们没有2.Awfuly

16、sorry,sir/madam.We have sold out.实在抱歉，先生/小姐，我们已经卖完了。3.F m 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之要求时：1.If you wait a minute,sir/madam.r II try to find out it foryou.如果您能等一会儿，先生/小姐，我将尽力找找。2.Sorry to keep you waiting,r m pleased to say we do havexXX.抱歉，让您久等了，我很高兴地说，我们确实有（四）客人征询你的同意可否拿走某物伯时：l.Ce

17、rtainly,sir/madam.Let me help you.好的，先生/小姐，让我来帮您。2.Go ahead please.You re welcome.请拿吧，您可以随意使用。（五）当不能答允客人的要求时：1.1 am so sorry,we can t do that,It7 s against our rules.真抱歉，我们不能那样做。那违反我们的规定。2.F m terribly sorry,we are not allowed to do this.我很抱歉，我们不允许这样做。3.F m afraid it s against hotel policy,r m so so

18、rry.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：l.No,thand you.You,ve very kind.不，谢谢您。您真好。2.1 t s very kind of you.But we can,t 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.r m sorry.I canz t do it.对 不 起，我不能做。2.F m afraid that s 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。（A）要

19、中断与客人谈话时：1.F m 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。（十）要打断客人的谈话时，应 说：

20、1.Excuse me for interrupting.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,II 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 your.Sir/madam.这是您的，先生/小姐。（十 三）接受投诉或批评时：l .T

21、hank you for telling us,sir/madam.I assure you it won thappen 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.F II speak to our manager about it,please accept ouraplolgies.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.r m rettibly sorry.There could have been some mistake.I doapologize.非常抱歉，一定出错了，实在对不起。2.F m sorry,sir/

22、madam.r II look into the matter at once.对不起，先生/小姐。我马上查核这件事。（十五）当你听不懂时：1.F m sorry I donz t understand II get you the manager.对不起，我不明白，我去叫经理来。2.r m sorry,I donz t 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 5minute

23、s）,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时：r m 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：r m glad to hear that.很高兴听到这个消息。（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.There,s no hurry.请慢

24、慢来，先生。不用忙。2.Don t worry,madam.well see to it.不必担心，夫人。我们会料理的。3.Don t worry,sir.Well clean it up.不必担心，先生。我们会把它收拾干净的。（二十）当客情忙，你不能同时招呼两位客人时；r II 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.r II be with you in moment,sir.我一会儿就来招呼您，先生。2.F II sorry.I must take each guest by turn,

25、sir.很抱歉，我必须按先后次序为顾客服务，先生。3.r II be with you as soon as possible.我将尽快来为您服务。十三、酒店部门名称Names of the hotel sectionsDepartmentExecutive Office部门行政办Engineering Dept.工程部Human Resources Dept.人力资源部Accounting Dept.财务部Food Beverage Dept餐饮部Security Dept.Sales Marketing Dept市场部Front Office Dept.前厅部Recreation Dept

26、.康乐部Public Relations Dept.公关部Housekeeping Dept管家部Reservation预订处Business Center商务中心Reception接待处Information问询处Cashier s收银处Chinese Restaurant中餐厅Western Restaurant西餐厅Lobby Bar大堂吧Beauty salon美容中心Night Club夜思念Swimming Pool游泳池Sauna桑拿Shopping MallClinicMultifunction HallChatting BarReflexology Service Cente

27、rTable Tennis RoomBilliards RoomFitness CenterTennis CourtRose GardenChess and Cards RoomGrand PastryLong barFour Seasons ChamberCookfun TownYigar BarNew Century HallGrand Dynasty HallMontalcino GrillPositionGeneral ManagerResident Manager购物中心医务室多功能厅聊天吧足浴中心乒乓球室桌球室健身中心网球场玫瑰花园棋牌室名都饼屋廊吧四季轩国风堂颐年雪茄吧开元厅竞潮

28、厅梦迪西诺扒房职位总经理驻店经理DirectorManagerAssistant ManagerSupervisorCaptainCashierRoom AttendantClerkWaitressWaiterOperatorBellboyDriverReceptionistSecretaryRepairman十四、节日和庆祝日Festival and CelebrationSpring FestivalLantern FestivalNew Year s Day总监经理大堂副理主管领班收银员客房服务员职员餐厅女服务员餐厅男服务员话务员行李员司机接待员秘书维修员春节兀汨M7 SChristma

29、s DayThanksgivingValentine,s DayEasterMid-Autumn DayBirthdayAnniversaryInternational Labor DayInternational Children s dayWestlake ExpositionQiantang Tidal Bore Festival十五、旅游景点Scenic spotsWest LakeLinying TempleYue s TombFuture worldSong Dynasty TownYellow Dragon CaveTaizi BendXiling Seal-Engravers7

30、 SocietyHangzhou Recreational Park圣诞节感恩节情人节复活节中秋节生日周年纪念日国际劳动节国际儿童节西博会钱塘观潮节西湖灵隐寺岳庙未来世界宋城黄龙洞太子湾公园西泠印社杭州乐园Oriental Culture ParkHouseholds in the HillsKuahu Bridge Cultural SiteRenmin SquareLiangzhu Culture MuseumSpring Dawn ath Su CausewayBamboo-Lined Path at Yunqi东方文化园山里人家跨湖桥文化遗址人民广场良渚文化博物馆苏堤春晓云栖竹径Bre

31、eze-ruffled Lotus at Quyuan Garden 曲苑同荷Sweet Osmanthus Rainat Manjuelong Village 满陇桂雨Autumn Moon over the Clam Lake 平湖秋月Dreaming of Tiger Springat Hupao Valley 虎跑梦泉Malting Snow at Broken Bridge 断桥残雪Inquiring About Tea at Dragon Well 龙井问茶Orioles Singing in the Willows 柳浪闻莺Nine Greeks Meandering Throu

32、gh a Misty Forest 九溪烟树Viewing Fish at Flower Harbor 花港观鱼Heavenly Wind over Wu Hill 吴山天风Leifeng Pagoda in Evening Glow 雷峰夕照Ruan Gong Islet Submerged in Greenery 阮墩环碧Twin Peaks Piercing the Cloud 双峰插云Yellow Dragon Cave Dressed in Green 黄龙吐翠Evening Bell Ringing at Nan ping H川 南屏晚钟Clouds Scurrying over

33、Jade Emperor Hill 玉皇飞云Three Pools Mirroring the Moon 三潭印月Precious Stone Hill 宝石流霞前厅服务Front Office Service一、关键词语Key wordsLobby大堂Emergency exit 紧急出口Safety boxes 保险箱Presidential suite 总统套房Single room 单人间Standard room 标准间Check-in 登记入住Check-out 退房Registration form 登i己卡Room charge 房价Service charge 月 员 务 费

34、Discount 折扣Identification 身份证Operator 总机日evator 电梯Deposit定金Passport护照Tariff房价表Baggage/luggage行李Face south朝南Trolley cart行李车Special rate优惠价Arrival time到达时间Department time高开时间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

35、 you have a reservation?/Have you a reservation?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

36、服务，再见。6.To whom should we 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额满了。8.We hope wez II have another opportunity of servingyou.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.Donz t worry sir.F II call our Assistant Manager

37、 to helpyou now.别 着 急，先生。我传呼大堂副理来帮您。11.Our bellboy will 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.r m afraid it s against the hotel/s regulations.很抱歉，这违反酒店的规章制度。13.We II have to charge you 50 percent of the room rateextra,if you can,t 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.

38、Is there 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 Cashier7 sDesk.您可以去收银处兑换钱。16.r m sorry,sir.There has been a mistake.Please wait amoment 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 30 minutes by taxi to the Xiaoshan Air

39、port.The charge is 100 Yuan.到萧山机场大约需要30分钟，费用是100元。18.Please give the slip to the taxi driver and hez II take youthere.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.这儿用说明酒店的服务手册。2O.There are safety deposit boxes at the Front Desk.总台有存放贵物品的保险箱。21.As a hotel policy,we require o

40、ne day s room charge asdeposit 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 O clock in theafternoon,but I m afraid I have to charge you a half day sroom charge according to the hotel policy.先 生，您

41、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 topay 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 thedialing tone,press the number you want.打外线请先按9,听到声响后再按您的要的号码。26.You d better request a mornin

42、g 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.We II send your original copy to your room after we havefaxed that我们发出传真后，会把您的原文送到您房间去的。29.1s there anything valuable or breakable in your bag?您包里有贵重或易碎物品吗？3O.PIease pay at the Cashier7 s Desk over there.请去那边帐台付款。三、情景对话Convers

43、ationA.Room reservationReservationist;New Century Grand Hotel,Reservation Desk.Can I help you?Guest:I an calling from Paris.F d like to reserve a room inyour hotel.R:What kind or room would you like,sir.We have singlerooms,double rooms,suites etc,G:A suite,please!R:Which date would that be?G:From Oc

44、tober 15th,and for three nightsR:Ok,sir.Could you hold the line,please?F II check our roomavailability for those days.Thank you for waiting,sir.yourroom is confirmed.Would you like breakfast?G:Yes,of course.R:Can you give me your name please,sir.G:George BrownR:Mr.Brown.May I have your phone number

45、please?G:Yes,the number is 0031-321-2345R:What time do you expert to arrive.Mr.Brown?G:Oh,around 6 p.m.I SupposeR:Mr.,Brown.T d like to confirm your reservation.A suiteroom for three nights from October 15th to 17th,the phonenumber 00331-321-2345.Am I right?G:Yes,thank youR:You are welcome.We look f

46、orward to serving you.B.RegistrationClerk:Good afternoon.Welcome to the New Century GrandHotel.May I help you,sir?Guest:Yes,F d like to check-in,please.C:Certainly,sir.May I have your name,please?G:Yes,it s George Brown.C:Do you have a reservation with us,Mr.Brown?G:Yes.C:Just a moment,please.V II c

47、heck our reservation record.thank you for waiting,Mr.Brown.Your reservation is for asuite for three nights.Could you fill out the registrations card,please?G:Ok,Thank you.C:How would you like to make payment,Mr.Brown?G:By credit card.C:May I take a print of the card,please?Thank you,Mr.Brown.Your ro

48、om is 3706 on the 37 floor.Just a momentplease.A bellboy will show you to your room.I hope you willenjoy your stay.C.Depositing bagsGuest:F d like to leave these with you.Bellman:Certainly,sir.How many pieces?G:Five in all.B:Is there anything valuable or breakable in your bags?G:No,B:Thank you.G:Whe

49、n 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 fromRoom 3904.Would you mind giving me some information onyour service

50、s?C:Certainly,Mr.,Bellow.We have a lot of facilities to offersecretary service for our business guest,G:I have some documents to be typed at the moment and Ihope they will be ready before 3:00p.m.today.C:How many pages are they in all?G:It will be about 20 pages.C:Well,it s rather a tough job,but we