酒店外語(yǔ)培訓(xùn)PPT課件

1、we believe that english will bring you to a totally new world我們相信英語(yǔ)將帶您到一個(gè)全新的世界v第1天 酒店專(zhuān)業(yè)術(shù)語(yǔ)v第2天 酒店基本禮貌用語(yǔ)v第3天 前廳部 v第4天 前廳部 v第5天 客房部v第6天 客房部 v第7天 客房部v第8天 日常知識(shí) 經(jīng)典語(yǔ)句hotel organization 飯店組織飯店組織vrooms division f&b dept front office v房務(wù)部 餐飲部 前廳部vreception kitchen finance v前臺(tái) 廚房 財(cái)務(wù)部vreservation bar accouting

2、v預(yù)訂部 酒吧 會(huì)計(jì)voperator room service sales&marketingv總機(jī) 客房服務(wù) 市場(chǎng)營(yíng)銷(xiāo)部vbell service purchasing duty managerv門(mén)房服務(wù) 采購(gòu)部 值班經(jīng)理vsecurity housekeeping engineeringv保安 客房部 工程部vhotel staff 飯店人員飯店人員vrooms division房務(wù)部房務(wù)部 vfront office 前廳部vgm (general manager) 總經(jīng)理 manager 經(jīng)理 reservations clerk 訂房人員 operator 總機(jī)，接線(xiàn)生 secre

3、tary 秘書(shū)vreception 前臺(tái)vassistant manager 副理 supervisor 組長(zhǎng) receptionist 大廳柜臺(tái)的接待員 cashier 出納員 reservations 訂房 supervisor 組長(zhǎng) reservations clerk 訂房員 operator 總機(jī)接待員 shift leader 領(lǐng)班 operator(day/night shift) 總機(jī)（日/夜班）vhousekeeping 房務(wù)管理房務(wù)管理 v manager 經(jīng)理 room maid 房間清理員（女） supervisor 主任 shift leader 領(lǐng)班vlaundry

4、 worker 洗衣工 cleaning staff 清潔工vrecreation and relaxation 休閑娛樂(lè)休閑娛樂(lè)vmanager 經(jīng)理 assistant manager 副理vmaintenance technician 維修工程師 vbarber 理發(fā)師 vhairdresser/hair designer/hairstylist 美發(fā)vf&b （food and beverage ） 餐飲部餐飲部vrestaurant 餐廳餐廳v manager 經(jīng)理 host/hostess 男/女接待員v assistant manager 副理 cashier 出納/收銀員v b

5、usboy 打雜小弟 waiter/waitress 男/女服務(wù)生v head waiter /head waitress 男/女領(lǐng)班vbar 酒吧酒吧v bartend 調(diào)酒師 musician 樂(lè)師v waiter/waitress 男/女 服務(wù)生v day shift staff 白班職員 night shift staff 晚班職員vkitchen 廚房廚房v chef 主廚/大廚 cook 一般小廚師v assistant chef 二廚 kitchen assistant 廚房助理師v dish-washer 洗碗工vadministration(back office) 行政部行

6、政部vpersonnel and training 人事與訓(xùn)練人事與訓(xùn)練v director 主任/處長(zhǎng) clerk 辦事員v supervisor 組長(zhǎng) assistant 助理員vfinance and accounting 財(cái)務(wù)與會(huì)計(jì)財(cái)務(wù)與會(huì)計(jì)v manager 經(jīng)理 assistant manager 副理v director 主任 supervisor 組長(zhǎng) v chief accountant 主任會(huì)計(jì)師 accountant會(huì)計(jì)師v cashier 出納員 clerk 辦事員vsales and marketing 銷(xiāo)售與行銷(xiāo)銷(xiāo)售與行銷(xiāo)v director/deputy dire

7、ctor主任/副主任 supervisor 組長(zhǎng) v sale representative 業(yè)務(wù)代表 marketing specialist 行銷(xiāo)專(zhuān)員vpurchasing 采購(gòu)采購(gòu)v director 主任 supervisor 組長(zhǎng) v clerk 辦事員 assistant 助理員vsecurity 保全保全v director/deputy director主任/副主任 supervisor 組長(zhǎng) v security guard 警衛(wèi)員 shief leader領(lǐng)班vengineering 工程工程vdirector 主任 supervisor 組長(zhǎng) vshief leader

8、領(lǐng)班 technician 技師 repairman 修理工 mechanic 機(jī)電修理師vplumber 水電工vpublic relations 公關(guān)公關(guān)vdirector/deputy director 主任/副主任 p.r.specialist 公關(guān)專(zhuān)員專(zhuān)員 v secretary 秘書(shū) spokesperson 發(fā)言人 vbar 酒吧 vcoffee shop 咖啡廳vdance club 迪斯科舞廳 shopping arcade 購(gòu)物區(qū)vflower shop 花店 exercise room 健身房vswimming pool 游泳池 vlobby 大廳vbusiness ce

9、nter 商務(wù)中心 barber shop 理發(fā)部vbeauty salon 美容院/發(fā)廊 spa 溫泉水療室vsauna 三溫暖 v bell desk 行李服務(wù)臺(tái)vbanquet room/ball room 宴會(huì)廳 concierge 門(mén)房服務(wù) vtypes of rooms房間的種類(lèi)房間的種類(lèi)vsinge(room) 單人房 twin(room) 兩人房 double(room) 雙人房 standard room 標(biāo)準(zhǔn)房 connecting rooms 連通房 adjoining rooms 相鄰房 suite 套房 executive suite 商務(wù)套deluxe suite

10、豪華套房 presidential suite總統(tǒng)套房 three-roomed suite 三連套 conference room 會(huì)議室 banquet room/ball room 宴會(huì)廳v客人類(lèi)型客人類(lèi)型:vregular guest 常住客 v long term guest長(zhǎng)住客 v walk-in guest散客 v group guest團(tuán)隊(duì)客人 vconference guest會(huì)議客人vforeign guest外國(guó)客人 vlocal guest當(dāng)?shù)乜腿?vbusinessman商務(wù)客人 v special gues特殊客人 vvip(very important pers

11、on)貴賓v1、 禮貌地與客人打招呼及稱(chēng)呼客人，表示你對(duì)他們的熱情歡迎: “早上好，小姐/先生?！薄癵ood morning, madam/sir.” “下午好，小姐/先生。”“good afternoon, madam/sir.” “晚上好，小姐/先生。”“good evening, madam/sir.” v 客人喜歡聽(tīng)你稱(chēng)呼他的姓氏，因此盡可能常用，如：“王先生，陳小姐，李太太”等。 “很高興再次見(jiàn)到您（歡迎再次光臨），王先生。 “nice to see/ meet you again, mr. wang.” 或與客人互相寒暄： “您今天好嗎？”“how are you ( today)

12、?” v “很好，謝謝您？”“im very well, /im fine, too. thank you.” useful words and expressions: 1) sir 2) madam 3) miss 4) ms 5) meet 6) good morning/ afternoon/ evening! 7) glad / nice to 8) how do you do? /how are you ? v2、 主動(dòng)向客人提供幫助: “我可以幫您嗎？”“may i help you?”/what can i do for you ? 盡量為客人多做一點(diǎn)： “還有什么需要我?guī)湍鷨?/p>

13、？”“is there anything else i can do for you?” useful words and expressions: 1) may /can i ? 2) if you need my help, just call me please. vv3 、記住一些能討人喜歡的言詞: “謝謝?！薄皌hank you.” “別客氣?！薄皔ou are welcome.” “對(duì)不起。”“im sorry.” “沒(méi)關(guān)系。”“thats all right.” “請(qǐng)?！薄皃lease.” useful words and expressions: 1) welcome 2) t

14、hats all right. vv4 、打擾客人之前，要提示客人： “打擾了”“excuse me” 這個(gè)情形可能包括諸如：打斷客人談話(huà)，為客人上菜時(shí)，進(jìn)客房之前，請(qǐng)客人讓路，你在服務(wù)時(shí)中途退場(chǎng)等。 5、 向客人呈遞某物時(shí)： “這是您的” 、 “here is / are your(key, newspaper, boiled water, breakfast, lunch ,supper”) v/ “here you are.” v v 6、 要客人等待時(shí)，要先有交代: v “請(qǐng)稍等一會(huì)兒。”“just a moment, please./wait a minute, please.” “

15、我一會(huì)兒就來(lái)?！薄癷 will be with you in a moment.” 再返回客人身邊時(shí)，對(duì)久等的客人說(shuō)抱歉： “對(duì)不起，讓您久等了?！薄皊orry to have kept you waiting .” v useful words and expressions: 1) moment 2) wait 3) i will be 4) sorry to v 7 、聽(tīng)不明白客人說(shuō)話(huà)時(shí)，不要臆想，你可以： “請(qǐng)?jiān)僬f(shuō)一遍好嗎？” “i am sorry, i dont understand. could you show me?”/“ i beg your pardon.” 8 、當(dāng)客人

16、因行動(dòng)笨拙而顯露尷尬時(shí)，安慰客人說(shuō)： “請(qǐng)慢慢來(lái)，別著急。”“please take your time, theres no hurry.” 9、 向客人作自我介紹: “我叫 。如果有什么需要我?guī)兔?，?qǐng)告訴我?！?“my name is . please let me know if theres anything i can do for you.”v/can i help you? v 10 、與客人友好地告別，讓客人對(duì)你和酒店留下深刻印象: “再見(jiàn)?！薄癵oodbye.” “祝您今天過(guò)得愉快?！薄癶ave a nice day.” “祝您在這居住愉快?！薄皐ish you happy

17、here.” 對(duì)要離店客人報(bào)以祝愿： “希望很快又見(jiàn)到您?！?“hope to see you again soon.” “祝一路順風(fēng)?！薄癶ave a nice trip.” v v11、 在三響之內(nèi)迅速接聽(tīng)電話(huà): 拿起電話(huà)時(shí)： “早上好/ 下午好/ 晚上好，（這是）_（部門(mén)/ 部份名稱(chēng)）。 我是，我可以幫您嗎？ “good morning/ good afternoon/ good evening, this is (name of your department/ outlet).vspeaking. may i help you?” 掛電話(huà)前： “多謝您的來(lái)電?！薄皌hank you

18、for calling.” v v 12、 禮貌地回應(yīng)客人的請(qǐng)求或詢(xún)問(wèn): 當(dāng)你能滿(mǎn)足客人要求時(shí)，要馬上采取行動(dòng)： “好的，小姐/先生，我馬上拿給您?！?“certainly, madam/sir. i will get it v right away.” “是的，小姐/先生，我馬上幫您處理?！?“yes, madam/sir. i will take care ofv it at once.” 當(dāng)你對(duì)客人的詢(xún)問(wèn)不肯定時(shí)： “對(duì)不起，我不太確定。如果您能等一會(huì)，我馬上去查找?！?“sorry, i am not sure. if you wait a minute, ill try to fin

19、d out.” 當(dāng)你不能滿(mǎn)足客人要求時(shí)： “我恐怕這違反酒店的規(guī)定?！?“im afraid it is against hotel regulation.” “對(duì)不起，我們不允許這樣做。” “im sorry, we are not allowed to do this.” v “對(duì)不起，恐怕我們沒(méi)有（客人要的東西）?！?“i m sorry, i m afraid we dont have (things guests want).” 這時(shí)向客人作其它介紹或建議是非常重要的。 “我可以建議（你聯(lián)系地下層的銀行）嗎？” “may i suggest(you contact the bank

20、in the basement)?” v v 13、 當(dāng)你請(qǐng)求客人做某事時(shí)： “您可以（在這里簽名）嗎？” “could you (sign here)?” “您介意（稍后再來(lái)電話(huà)）嗎？”“would you mind (calling back later)?” v “我可以知道（您的姓名）嗎？”“may i (have your name)?” 14 、為客人指示方向: “請(qǐng)跟我來(lái)?！?“follow me please.” “請(qǐng)一直往前走?！薄皃lease go straight ahead.” “請(qǐng)向右轉(zhuǎn)/左轉(zhuǎn)?！薄皃lease turn right / left.” “它在 樓?！薄?/p>

21、it is on the floor.” v 15、 處理投訴，錯(cuò)誤: “謝謝您告訴我們，小姐/先生。我會(huì)向經(jīng)理報(bào)告這件事，請(qǐng)接受我們的道歉?！?“thank you for telling us, madam / sir, ill inform my manager about it. please accept our apology.” “我非常抱歉，小姐/先生，是我們出差錯(cuò)了，我馬上改正過(guò)來(lái)。/ 我馬上去查這件事。” “im terribly sorry, madam / sir. there could have been some mistakes. ill have it cor

22、rected at once. / ill look into the matter at oncev 1) good morning(afternoon, evening),sir(madam). 早上(下午、晚上) 好，先生(夫人) 。v2) how do you do! v 您好！(初次見(jiàn)面) how do you do ? v您好！ glad to meet you . v 很高興見(jiàn)到您。v 3) how are you ? v 您好嗎？ fine ,thanks. and you ? v 好的，謝謝。您呢？v 4) welcome to our hotel(restaurant, s

23、hop). 歡迎您到我們賓館(餐廳、商店) 來(lái)。 v v 5) wish you a most pleasant stay in our hotel . v 愿您在我們賓館過(guò)得愉快。 6) i hope you will enjoy your stay with us . v希望您在我們賓館過(guò)得愉快。 (客人剛?cè)氲陼r(shí)) i hope you are enjoying your stay with us . v希望您在我們賓館過(guò)得愉快。 (客人在飯店逗留期間) i hope you have enjoyed your stay with us . 希望您在我們賓館過(guò)得愉快。 (客人離店時(shí)) 7)

24、 have a good time ! v祝您過(guò)得愉快！v 8) imedp hotel, front desk. . v edp聯(lián)盟大酒店，前廳。您找誰(shuí)？ can i help you ?v 9) sorry , ive dialed the wrong number. 對(duì)不起，我撥錯(cuò)號(hào)了。v 10) may i speak to your general manager? 能和你們總經(jīng)理說(shuō)話(huà)嗎？ speaking. 我就是。 11) sorry. he is not in at the moment . 對(duì)不起，他現(xiàn)在不在。 would you like to leave a messag

25、e ? 您要留口信嗎？ 12)pardon ? 對(duì)不起，請(qǐng)?jiān)僬f(shuō)一遍好嗎？v i beg your pardon ? v 對(duì)不起，請(qǐng)?jiān)僬f(shuō)一遍好嗎？v 13)congratulations! 祝賀您！ 14) happy birthday! 生日快樂(lè)！ 15) happy new year! 新年快樂(lè)！ 16) merry christmas! 圣誕快樂(lè)！ 17) have a nice holiday! 節(jié)日快樂(lè)！ 18) wish you every success! 祝您成功！ v 19) thank you (very much). 謝謝您(非常感謝) 。 20) thank you fo

26、r your advice(information,子help). 感謝您的忠告(信息、幫助) 。 21) its very kind of you . 謝謝，您真客氣。 22) you are welcome. v不用謝。 23) not at all (dont mention it ). v不用謝。v 24) its my pleasure (with pleasure . my pleasure) . v很高興為您服務(wù)。 v 27) im sorry . 很抱歉。 28) excuse me . 對(duì)不起。 29) im sorry . its my fault . 對(duì)不起，那是我的過(guò)錯(cuò)

27、。 30) sorry to have kept you waiting . 對(duì)不起，讓您久等了。 31) sorry to interrupt you . 對(duì)不起，打擾您了。 32) im sorry about this.   對(duì)此表示歉意。 33) i apologize for this. 我為此道歉。 34) thats all right . 沒(méi)關(guān)系。 35) lets forget it . 算了吧。v 36) can(may ) i help you ? v 我能幫您什么嗎？ yes ,please . 好的。 37) what can i do for you ?

28、v 我能為您干點(diǎn)什么嗎？ 38) is there anything i can do for you ? v 有什么我能為您效勞的？ 39) just a moment , please . v 請(qǐng)稍等一下。 40) may i use your phone ? v 我能借用您的電話(huà)嗎？ yes ,of course . 當(dāng)然可以。v v 41) go upstairs/downstairs 上樓/下樓v 42) its on the second(third) floor. 在二(三) 樓v 43) excuse me. where is the washroom v 對(duì)不起，請(qǐng)問(wèn)盥洗室(

29、電梯) 在哪兒？ (restroom,elevator) this way ,please. 請(qǐng)這邊走。v 44) turn left/right. 往左(右) 轉(zhuǎn)。 45) its in the lobby near the main entrance. v 在大廳附近大門(mén)。 46) its in the basement at the end of the corridor. v 在地下室走廊盡頭。 v 47) mind(watch) your step. v 請(qǐng)走好。 48) please be careful. v 請(qǐng)當(dāng)心。 49) please dont leave anything

30、 behind. v 請(qǐng)別遺忘您的東西. 50) dont worry. v 別擔(dān)心。 51) take it easy. v 放心好了。 52) please dont smoke here. v 請(qǐng)不要在這里抽煙。v 53) goodbye. 再見(jiàn). 54) see you later. 等會(huì)見(jiàn)。 55) good night. 晚安。 56) see you tomorrow. 明天見(jiàn)。 57) goodbye and thank you for coming. v 再見(jiàn)，謝謝您的光臨。 58) goodbye and hope to see you again. v 再見(jiàn)，希望再見(jiàn)到您

31、。 59) have a nice trip! v 一路平安！ 60) wish you a pleasant journey! good luck! v 祝您旅途愉快！v對(duì)話(huà):vdoorman:good afternoon,sir.vguest:good afternoon.vd:welcome to our hotel .let me show you to the front desk.vg:thank you.vd:youre welcome.i hope you will enjoy your stay with us.v1.good afternoon,sir.may i have

32、 your name and your room number,please?v2.could you please show me your room card?v3.may i have look at your id card?v4.may i know how would you like to pay your bill,please? 前廳部相關(guān)詞匯: registration desk 入宿登記處information desk 問(wèn)訊處 reception desk 接待處luggage office 行李房reservation desk 預(yù)訂處newsstand 售報(bào)處 po

33、stal service 郵局服務(wù)處cashiers desk 兌換處accounting desk 帳務(wù)處lobby 前廳mens room 男盥洗室 ladies room 女盥洗室 dining-room, dining hall 餐廳 lounge 休息廳 shop 小賣(mài)部 bar 酒吧間 v對(duì)話(huà):vg:xiaozhang,my wife gave birth to a fine healthy baby.vc:congratulations!mr.bellow,lm happy for you.vg:thank you .im happy,too.v1.may i help with

34、 your luggage?v2.is this your first time to live in our hotel?v3.our hotel is a 4-star hotel.v4.do you have a reservation,sir/madam?前廳部相關(guān)詞匯:brochure n小冊(cè)子valuables n貴重物品電訊服務(wù)operator 電話(huà)員house phone 內(nèi)部電話(huà)special line 專(zhuān)線(xiàn)dial a number 撥號(hào)碼hold the line 別掛電話(huà)cant put somebody through 接不通ordinary telegram 普通電

35、話(huà)receiver 聽(tīng)筒city phone 城市電話(huà)telephone number 電話(huà)號(hào)碼v對(duì)話(huà):vreceptionist:would you fill in this form,please?vguest:all right.vr:could you sign here,please?vg:sure.vr:will you please show me your passportvg:here you are.vr:thank you very much,sir.前廳部相關(guān)詞匯:coin 硬幣check, cheque 支票sign (動(dòng))簽字interest 利息spare (形)

36、多余的postpone (動(dòng))延期cancel (動(dòng))取消travelers cheque 旅行支票pay (動(dòng))付款fill (動(dòng))填寫(xiě)note 紙幣v對(duì)話(huà):vattendant:good evening,miss.what can i do for you?vguest:yes,am i going to the right way for the health club?va:im afraid not.please go along the corridor to your right.turn left,go down the stair,its on the second floo

37、r.vg:i see.thanks a lot.前廳部相關(guān)詞匯:registration form 登記表 hotel register 旅客登記簿 voucher 證件price list 價(jià)目表 reservation 預(yù)訂tip 小費(fèi) postpone (動(dòng))延期cancel (動(dòng))取消vgood morning,sir.may i help you?v先生您早,需要我效勞的嗎?vim the room attendant.what can i do for you?v我是樓層服務(wù)員,有什么吩咐?vmay i know your room number,please?v請(qǐng)問(wèn)您的房間號(hào)碼是

38、多少?vlet me help you with your luggage.v我來(lái)幫您提行李.vthis way,please.this is your room,maamv請(qǐng)這邊走,女士,這是您的房間.vafter you,please.v您先走.vtake a rest,please. v請(qǐng)休息.hair-dryer 吹風(fēng)筒 blanket毛毯 towel毛巾 tooth paste牙膏 shower cap浴帽 bath gel浴液 soap香皂 writing paper信紙ball-pen 圓珠筆 iced water冰水 telephone電話(huà) post card明信片ice cu

39、be冰塊vhave a wash,please.v請(qǐng)用汗巾.vhave some tea,please.v請(qǐng)用茶.vhousekeeping,may i come in?v管家部,可以進(jìn)來(lái)嗎?vim sorry to disturb you,sir.may i clean the room now?v對(duì)不起,打擾了.請(qǐng)問(wèn)現(xiàn)在可以打掃房間嗎?vshall i clean the room now or later?v我是現(xiàn)在清潔您的房間還是待會(huì)兒再來(lái)?vis there anything i can do for you?v請(qǐng)問(wèn)需要我做些什么嗎?vjust a moment,please.v請(qǐng)稍等.pillow 枕頭 ashtray煙缸 bath towel浴巾 bath tub浴缸 shampoo洗發(fā)液 shaver剃須刀 slippers拖鞋writing pad s