酒店常用英語培訓資料.doc

此文檔收集于網(wǎng)絡(luò)，如有侵權(quán)，請聯(lián)系網(wǎng)站刪除 目錄（Catalogue）第一章 日常用語(Everyday-use English)第一節(jié) 問候語（greeting）第二節(jié) 打招呼（saying hello）第三節(jié) 介紹（introduction）第四節(jié) 感謝（appreciation）第五節(jié) 致歉（apologizing）第六節(jié) 引路（showing the way）第七節(jié) 道別 (saying goodbye)第八節(jié) 打、接電話（making& answering a call）第九節(jié) 謝絕（refusing in a polite way）第十節(jié) 英語臟話（dirty words）第十一節(jié) 委婉用語（euphemism）第二章 部門英語（English on specific occasions）第一節(jié) 預訂處（Reservation）第二節(jié) 總臺 （The Front Office）第三節(jié) 水療 （Kurhas Center）第四節(jié) 客房 （Housekeeping）第五節(jié) 收銀 （Cashiers） 第三章 有用詞匯（useful vocabulary） 酒店各部 (name of each department) 職務(wù)頭銜 (posts & titles) 酒店建筑 (buildings and architectures) 娛樂休閑場所 (place for recreation and leisure) 娛樂休閑保健健身項目(entertainment, leisure, health-care and sports) 客房常見物品 (furniture and fittings in guest room) 浴室常見物品 (fittings in bath room) 客人可能遺留的物品(things left by guests) 第一章 日常用語 Everyday-use English第一節(jié) 問候語 Greeting1.日常問候早上好 Morning/Good morning.下午好 Good afternoon.晚上好 Good evening.晚安 Good night. 做個美夢 (Wish you) Have a nice dream.睡個好覺 (Wish you) Have a sound sleep.節(jié)日祝福 傳統(tǒng)的西方節(jié)日 Traditional Western Holidays生日快樂Happy birthday! Happy birthday to you! Wish you a happy birthday!新年快樂Happy new year!情人節(jié)快樂Happy valentines day!復活節(jié) Easter(在每年的三月底或四月初，三月出現(xiàn)滿月后的第一個星期天)母親節(jié)快樂Happy mothers day! (五月的第三個星期天)父親節(jié)快樂Happy fathers day! (六月的第四個星期天)(美國)獨立日快樂Happy Independence Day! (每年月4日)萬圣節(jié)快樂Happy Halloween (宗教節(jié)日，每年10月日)感恩節(jié)快樂 Happy Thanks-giving day!(每年月的第四個星期四) 圣誕快樂Merry Christmas.（每年的月日）傳統(tǒng)的中國節(jié)日 Traditional Chinese holidays 春節(jié) Spring Festival 婦女節(jié)Womens Day 清明節(jié) Tomb-sweeping Day 青年節(jié) Youth Day 勞動節(jié) Labors Day 兒童節(jié) Childrens Day端午節(jié) Dragon-boat Day 中秋節(jié)Mid-autumn Day國慶節(jié) National Day注意: 問候外國人的時候,一定不要說You are very tired.(“您累了吧”)。因為文化背景不一樣,加之思維方式的差異,外國人會認為這是對其健康與能力的一種懷疑。如果非說不可,可以說“You must be very tired”(你一定很累了吧),這樣還勉強可以接受。第二節(jié) 打招呼 Saying hello您好/你好(初次見到客人)How do you do?您好/你好(非初次見面,非正式) Hello/hi. 很高興見到你.Nice to meet /see you. Glad to see/meet you. Its a pleasureto see/meet you. Im very pleased to see/meet you.您好嗎? How are you (today)? 還不錯,你呢? Fine, thank you, and you? 我也不錯,你呢?Im Ok/not bad. 還好嗎(較為隨便)?Whats up?注意:在給外國客人,尤其是英美客人打招呼的時候,切忌問Have you eaten/ have you had your breakfast/lunch/dinner？（您吃了沒有/您吃早飯/午飯/晚飯沒有）因為客人會認為這是他自己的事情,和其他人沒有關(guān)系,或是會推測你是不是有意請他吃飯,把這視為一個用餐的邀請,或是認為你懷疑他基本的生存能力(是不是連飯都吃不起了)第三節(jié) 介紹 Introduction 這是張先生.This is Mr. Zhang.(切記,在這個句子中,不能用he(他)代替this) 這是王小姐.This is Miss Wang. (同樣,在這個句子中,不能用she代替this) 這是我們酒店總經(jīng)理.This is the general manager of our hotel. 補充: 稱呼外國人的時候,可以按以下方式:男士:Sir先生 Gentleman紳士 Man男人（太過隨便,慎用） Guy小伙子（慎用）女士：Madam夫人（用于已婚女性） Lady女士，（多指出生名門，有文化教養(yǎng)的女性，這樣稱呼，多半能讓對方很開心）Miss 小姐（用于未婚女性，后接姓氏）Mrs.夫人，太太（后接姓氏）Ms.(用于不知道是否已經(jīng)結(jié)婚的女性)備注：英美人的名字一般包括三個部分：名（given name），中間名（middle name）以及姓氏（family name/surname）。比如說，在George W. Bush(喬治.沃克 .布什) 中，George是名，布什是姓。因此，我們可以稱呼他George,或是Mr. Bush,而不能是Mr. George. 另外，英美女性在結(jié)婚之后都會隨夫姓，因此，如果Rose Williams(羅斯.威廉姆斯)嫁給Tom Hamilton（湯姆.漢密爾頓）之后，我們就只能稱她為Mrs. Hamilton而不是Mrs. Williams第四節(jié) 感謝 Appreciation1表示感謝（expressing ones gratitude）謝謝你，先生。 Thank you, sir. 多謝。 Thanks a million.謝謝你的幫助。Thanks for you help.非常感謝。Thank you very much/Thanks a lot.你能這樣說，真的太好了。Its very kind of you to say such我感謝你的好意。I appreciate for you kindness.對你所做的一切，我非常感激。Im deeply grateful for all you have done.2. 用英語回答別人的謝意 別客氣。Not at all. You are welcome. Dont mention it. 我高興，我樂意。Its a pleasure. Its my pleasure.我隨時奉命。Im at your service.我樂意效勞。Im willing to be of service.注意：酒店美女云集，當客人稱贊你漂亮的時候，如You are very beautiful/bonny/attractive/sweet/charming.(你很漂亮/美麗/有吸引力/甜美/有魅力)，切忌不可說No, Im not beautiful at all。(不，我根本就不漂亮)。恰當?shù)幕卮饝?yīng)該是：Thank you. (謝謝) Its very nice of you to say that.（非常感謝你這么說） You are flattering me.（你過獎了） Are you serious?（你是認真的嗎）Is my face red?（我臉紅了嗎）。第五節(jié) 致歉 Apologizing 1. 表達歉意 Expressing ones repentance 對不起 Sorry. Im sorry.我很遺憾 I regret.對不起，打攪一下 Excuse me.能再說一遍嗎？ Pardon? Beg your pardon?非常對不起 Im awfully sorry. Im terribly sorry.原諒我來遲到了。 Forgive me for being late. 給您添麻煩了。 Sorry to bring you trouble.給你帶來不便了。 Sorry to bring you inconvenience. 疏忽大意，請原諒。 Please forgive my negligence.他經(jīng)驗不夠，請原諒。Please forgive him since he is not as experienced.我為我說的話道歉。I apologize for what I have said.對不起，設(shè)備正在檢修。Sorry, the facility here is being repaired.注意：就程度而言，apologize表達的歉意最深，一般用于己方明顯或是重大的過錯，而terribly sorry 或是awfully sorry程度次之，sorry表示一般的歉意，而regret則表示的一種同情或是遺憾。注意：和英美人打交道，千萬不要很“謙虛”，很不好意思地說Sorry to have taken up your time(耽誤你時間了)或是Sorry to waste your time（浪費你的時間了），因為對方會認為你覺得和他在一起的時間毫無意義，不充實，也不開心。我們可以說Its great to be with you(和你一起太棒了)。 2. 回應(yīng)別人的歉意算了 Forget it.沒關(guān)系 It doesnt matter.沒事 No problem.根本沒有什么 Not at all.不要緊 Never mind.別操心了 Do not let it worry you.這不是你的錯 Its not your fault.第六節(jié) 引路 Showing the way藏羌風情園在二樓 The Zang and Qiang Custom Garden is on the second floor.西餐廳在二樓 The western food restaurant is on the second floor.您的房間在四樓，你可以乘電梯上去 Your room is on the fourth floor, and you can take the elevator.要用早餐的話，請下一樓 Go downstairs to the first floor if you want to have your breakfast. 請這邊走 This way, please.請跟我來 Please follow me. Please go with me.我會給你引路 Ill show you the way.溫泉區(qū)下二樓，那里有人會為你引路 Go downstairs to the second floor, and there will be some one to show you to the hot spring area.一直走，在第一個路口左拐 Walk on and turn left at the first corner. 直走大約20米，你會發(fā)現(xiàn)衛(wèi)生間在你右手邊 Walk along for about 20 meters, and youll find the restroom is on your right.別墅在賓會大廳后面The Villas are behind the Housing and Guests Center. 網(wǎng)球場在桂苑對面 The tennis court is on the opposite of the Laurel Garden. 走路大概要5分鐘 It will take you five minutes to walk there. 第七節(jié) 道別 Bidding farewell/Saying goodbye 再見 Goodbye. Bye. See you. 歡迎再次光臨 Welcome to come again.希望能很快再次見到你 Hope to see you again soon.一路保重 Take care. Mind your step.旅行愉快 Have a good trip. Have a nice journey.一路順風 Bon voyage. 注意：切記不要把中文的“慢走”按照字面意思翻譯成“Please walk slowly”, 更為恰當?shù)牡恼f法應(yīng)該是“Take care”或者“Mind your step”。第八節(jié) 打接電話 Making & answering a call 喂，是綿洲溫泉酒店嗎？Hello, is that Mianzhou Hot Spring Hotel?您好，這是綿洲溫泉酒店。Good morning/afternoon/evening, this is Mianzhou Hot Spring Hotel.您需要什么服務(wù)嗎？Can I help you? What can I do for you? Is there anything I can do for you.請稍等。Please hold on for a moment. A moment, please.我可以和詹姆斯先生通話嗎? May /Can/Could I speak to Mr. James? Is that Mr. James?是的,我是詹姆斯。Yes, this is James speaking.對不起，這是客房中心，請撥分機號。Sorry, this is housekeeping center; please dial the extension number. 對不起，他不在，我可以給他捎個信嗎？Sorry, he is not in/available. May I take a message? 請稍等，他馬上就到。Please wait for a moment. Hell come immediately.請稍等，我去叫他。 Please wait for a moment. Ill get him soon.我能知道你的名字嗎？May I know your name?我能知道你的電話號碼嗎？May I know your telephone number?第九節(jié) 謝絕 Refusing in a polite way 謝謝你,但是恐怕這違反酒店的規(guī)定。Thank you, but Im afraid this is against the regulations of the hotel.感謝你的邀請，但是我已經(jīng)有約會了。Thank you for your invitation, but I have already had an appointment.對不起，上班時間，我不能離開自己的工作崗位。Sorry, its not allowed to leave while on duty. 對不起，這是不允許的。Sorry, its forbidden. 對不起，這不是我們的習俗。Sorry, its not our cup of tea.如果你不介意的話，我寧愿不談此事。If you dont mind, Id rather not discuss it.事實上,這個項目是不打折扣的 In fact, we offer no discount for this item.老實說,這超出了我的權(quán)限范圍 To be honest，its not within my authority.我情愿不I prefer not. 對我來說，這個問題太有爭議了。For me, this question is quite controversial.第十節(jié) 英語臟話 Dirty words酒店的服務(wù)有口皆碑，但這與學習英語臟話并不矛盾。掌握常見，流行的臟話有助于我們洞察客人的情緒，態(tài)度，以便做出相應(yīng)的措施。 最常見的四字臟言(四字經(jīng))Fuck 操 Shit 狗屎 Hell 混蛋，地獄 Damn 該死的 Cunt 討厭鬼 其他臟言 Son of bitch 狗娘養(yǎng)的 Bastard 狗雜種 Damn you 該死的Go to hell 滾開 Rubbish 廢話 Nonsense 胡說表示討厭和氣憤的臟言How boring! 真煩人 You are crazy! 你瘋了Im very upset! 難受 How annoying! 真討厭Im very annoyed! 心煩 I cant stand it! 我受夠了I cant put up with all this! 簡直無法忍受It makes me sick! 讓人惡心This is too much! 太過分了 Its a disgrace! 真不象話 第十一節(jié) 委婉用語 Euphemism 一直以來,我們習慣用W。C或Toilet表示廁所,但是,前者顯得太直接,原始,而后者指抽水馬桶,讓人感覺不爽.1 怎樣更加文明地表示廁所Restroom休息室 Bathroom 衛(wèi)生間 Powder-room 化妝間 Happy room 快樂室Comfort station 舒服站 Mens/Gentlemens 男士Womens/ladies 女士2. 外國人怎樣委婉地表示入廁answer the call of nature 響應(yīng)一下大自然的號召go somewhere else 去別的地方make oneself comfortable 放松一下pick some flowers 摘點花get some fresh air 呼吸一下新鮮空氣cash a check 取點錢3. 常見委婉用語殘疾 crippled 肥胖plump(豐滿的) 瘦的 slim(苗條) 老人 senior citizen(資深公民)家庭主婦 domestic engineer(室內(nèi)工程師)瞎眼的 sightless(看不見的) 弱智的 mentally handicapped(智力第二章 部門英語第一節(jié) 預訂處 Reservation Reservations, can I help you?客房預訂部，可以為你效勞嗎？What kind of a room do you want/prefer?你要什么樣的房間？We have economic standard rooms, deluxe standard rooms, single rooms, suites, deluxe suites, hot spring single rooms, deluxe hot spring suites and villas.我們有經(jīng)濟標準間，豪華標準間，單間，套房，豪華套房，溫泉單間，豪華溫泉套房以及別墅。A economic standard room is 328 RMB per night, a deluxe standard room 688 RMB per night, a single room 788RMB per night, a suite 1288 RMB per night, a deluxe suite 1688 RMB per night, a hot spring single room 688 RMB per night, and a deluxe hot spring suite 988 RMB per night. All the rates above are subject to 10% service charge. 經(jīng)濟標準間328元每晚，豪華標準間688元每晚，單間788元每晚，套房1288元每晚，豪華套房1688元每晚，溫泉單間688元每晚，豪華溫泉套房988元每晚。以上所有的房間都要加收10%的服務(wù)費。 How many nights do you want to stay? 你希望住幾晚？ From which date? 從哪一天開始？ How many rooms do you want? 你需要訂幾間房呢？ Im afraid we have no double rooms, but we can offer you a standard room. 我們沒有雙人間，但是我們可以提供您一個標準間。Could you please hold on line? Ill check the room availability for those days.請別掛斷好嗎？我要查查最近幾天有沒有空房間。 Sorry, but we are all fully booked for next week. 對不起，下個星期的房間都被預訂完了。 Sorry, we have no vacant room available now. 對不起，我們現(xiàn)在沒有空房間。 Sorry, we have no vacant room now, cause this is the busiest /high/peak season, but would you please call us again this weekend? We may have a cancellation? 對不起，由于現(xiàn)在是旺季，我們已經(jīng)沒有空房間了，但是您能不能周末再打電話過來，也許有人會取消預約。 May I know your name? 可以告訴我您的名字嗎？ How do you spell your name? 您的名字是怎么拼寫的？ May I know your phone number please? 我可以知道您的電話嗎？ Do you have a reservation or do you want to reserve? 您是已經(jīng)有預約了呢還是您想預約？ We provide a special rate for your company. 我們對貴公司提供特價優(yōu)惠。 The room rate is inclusive of bath rate. 房價是包括浴資的。 The room rate is exclusive of the bath rate. 房價不包括浴資。 You can pay by cash, credit card such as Visa card, Master card,American Express Card etc. 你可以用現(xiàn)金，或者威士卡，萬士達卡或者美國運通卡付帳。 All our rooms are occupied. May I recommend you another hotel? 我們所有的房間都已有客人居住。我們可以給您推薦另外一家酒店嗎？詞匯 Vocabularyreserve/book 預訂(動詞) prefer 喜歡 cancel 取消(動詞)single room 單間 double room 雙人間 suite 套房triple room三人間 standard room 標準間 deluxe suite豪華套房 presidential suite 總統(tǒng)套房 vacant 空的 credit card 信用卡 slack/off season 淡季 high/peak season 旺季 cash 現(xiàn)金第二節(jié) 總臺接待處 The front office Good morning/afternoon/evening! Welcome to Mianzhou Hot Spring Hotel. 早上/下午/晚上好。歡迎光臨綿洲溫泉酒店。 Please check in here. 請到這兒登記入住。 Do you have a reservation with us? 您有預約嗎？ What kind of a room do you prefer? 您想要一個什么樣的房間呢？ We have economic standard rooms, deluxe standard rooms, single rooms, suites, deluxe suites, hot spring single rooms, deluxe hot spring suites and villas.我們有經(jīng)濟標準間，豪華標準間，單間，套房，豪華套房，溫泉單間，豪華溫泉套房以及別墅。Here is the tariff. You can have a look at it.這兒是房間牌，您可以看一看。The room rate is inclusive of bath rate. 房費包括浴資。 The room rate is exclusive of the bath rate. 房費不包括浴資。 We provide no discount here. 我們是不提供折扣的。 You can pay by cash, credit card such as Visa card, Master card, American Express Card etc. 你可以用現(xiàn)金，威士卡，萬士達卡或者美國運通卡付帳。 Could you please show me your passport/ 我可以看下您的護照嗎？ Could you please show your I.D card? 我可以看一下您的身份證嗎？ Please fill in the registration card. 請?zhí)顚懭胱〉怯浛ā?You are expected to send a deposit here, which is 1.5 times of the room rate，or you can also deposit your credit card here. 您要交相當于房間1.5倍的押金,或是將您的信用卡壓在這里。May I take a print of your card?我可以刷一下您的卡嗎？Please keep your valuables here.貴重物品，請在這里寄存。Your room number is 6325 on the third floor. Just a moment please. A bellman will show you to your room. I wish you a happy stay.您的房間是3樓的6325號。稍等一下，行李員會帶你過去。祝你居住愉快。You can play badminton, tennis, table tennis, bowling, snooker, pool, and electronic games here.在這里您可以打羽毛球，網(wǎng)球，乒乓球，斯洛克，還可以玩電玩。Western food is served on the second floor, and Chinese food is provided on the first floor.在二樓可以用西餐，一樓可以用中餐。You can sing in KTV on the second floor, or you can have barbecues and enjoy the performance in the Zang and Qiang Custom Garden.在二樓您可以唱卡拉OK，或是在藏羌風情圓吃燒烤，看節(jié)目表演。The kurhas center mainly includes the indoor hot springs，the outdoor hot springs and a swimming pool.水療中心主要包括室內(nèi)溫泉,室外溫泉以及游泳池。The Aquatic Park mainly consists of the Entrance Area, the Mountain Tai Forest and the Aquatic Garden.水公園主要由入口區(qū)域，泰山森林以及水上樂園構(gòu)成。There are such interesting items like Man-made Sea, Childrens Water World, Happy Water World, Aquatic Gymnastics Club, Gusto Vale，Cabin in Jungle，and so on. 這里有很多有趣的項目，諸如人造海，兒童水世界，歡樂水世界，水上健身俱樂部，野趣溝，叢林樹屋等等。If you need our service, please take up the phone in your room and dial“ 6”.如果你需要服務(wù)，請拿起房間電話，撥“6”。Please sign at the Cashers Counter when you check out.結(jié)帳時請到收銀臺簽名。詞匯 Vocabulary tariff 房價表 Visa Card 威士卡 Master Card 萬事達卡American Express Card 美國運通卡 valuables貴重物品 badminton羽毛球 tennis網(wǎng)球 table tennis乒乓球 bowling 保齡球 snooker斯洛克(英式臺球) pool美式臺球electronic games電玩 Chinese food中餐 western food 西餐barbecue燒烤 Kurhaus Center水療中心 Aquatic Park水公園inclusive包括的 exclusive不包括的 第三節(jié) 水療養(yǎng)生中心 Kurhas Center Welcome to Kurhas Center! 歡迎光臨水療養(yǎng)生中心。 Please check in at the front office. 請到總臺登記。 Caution, wet floor. 地滑，請小心。This way to change room 更衣室這邊走 Please show me your room card. 請出示你的房卡 Please change your shoes here. 請在這里換鞋 Please sign your name here. 請在這里簽字 In public area, please take care of your possessions. 公共區(qū)域，請保管好您的財物 Please keep in valuables in the front office. 貴重物品，請在總臺寄存 Please dont enjoy the hot spring for over 15 minutes each time. 泡浴時間，每次不要超過15分鐘 Once feeling uncomfortable, please immediately get out of the pond and have a rest. 稍微感覺不適，請馬上出池休息 Do you like something to drink? 您想喝點什么嗎 We have Pepsi Cola, Coco Cola, Sprite, beer, orange juice and tea. 我們有百事可樂，可口可樂，雪碧，啤酒，橙汁，還有茶 Sorry, its not allowed to swim. 對不起，不能游泳 The pool is 1.8 meters deep. Please take care. 水深1.8米，請注意安全 There are indoor hot spring ponds and outdoor hot spring ponds.溫泉包括室內(nèi)溫泉和室外溫泉Mind your step.請慢走Welcome to come again.歡迎再次光臨第四節(jié) 客房中心 Housekeeping For laundry service, dial 6. 若要洗衣服務(wù)，請撥6 Whats your room number? 您的房間號是多少 Well send someone to your room to pick up your laundry. 我們會派人到您的房間取您要洗的衣服 Please fill in/out this form. 請?zhí)顚戇@張卡 Well deliver it to your room tonight. 我們今天晚上會把衣服送到您的房間 If you are in a hurry, we have a quick service. 如果您急著要，我們提供快洗服務(wù) There is an extra charge of 50% for quick service. 快洗服務(wù)要額外支付50%的費用 Do you want to have it dry washed or just washed in water? 您是要干洗還是水洗 We also provide mending service. 我們還提供縫補服務(wù) What do you want to drink? 你們想喝點什么呢？ There is a drink list in your room, which is next to the TV. 房間的電視機旁有酒水單 What kind of snacks do you want? 你需要什么小吃呢 We have rice noodles, dumpling, steamed bread, and clod dishes.我們有米粉，餃子，饅頭還有涼菜Please wait for 10 minutes.請等10分鐘Dont worry; well send some one to fix it.不要擔心，我們會派人來修理An engineer will come and check immediately.工程師會馬上來檢查第五節(jié) 收銀處 AccountingJust a moment, please. The cashier will have your bill ready.請稍等，收銀員奧妙上準備好您的帳單Shall I draw up your bill?要我?guī)湍Y(jié)帳嗎Excuse me, but I dont think thats enough.對不起，我認為錢不夠That will cover the amount.錢足夠了Here is your change and receipt.這是 您的找零和收據(jù)May I have your signature?請簽名好嗎We can exchange US dollars, pounds, and HK dollars.我們可以兌換美元，英鎊以及港幣Sorry, its non-convertible here.對不起，這不能兌換It comes to 200 US dollars at todays exchange rate.按照今天的匯率，折合起來是200美元詞匯cashier收銀員 bill帳單 change找零 receipt收據(jù)signature簽字 exchange兌換 convertible可兌換的US dollar美元 Pound英鎊 RMB人民幣HK dollar港幣 Lire 里拉 Rouble 盧布 Franc(FRF)法國法郎 Krona(SEK)瑞士法郎 Yen(JPY)日元 Deutsche Mark(DEM)德國馬克酒店各部 綜合部 Comprehensive Department 質(zhì)檢部 Quality-inspecting department水療中心 Kurhuas Center餐飲部 Catering Department工程部 Engineering Department安全部 Security Department房務(wù)部 Housekeeping Department營銷部 Marketing Department財務(wù)部 Treasury Department 職務(wù)與頭銜 總經(jīng)理 General manager 部門經(jīng)理 (Section) manager 部門