酒店服務(wù)英語

1、酒酒 店店 服服 務(wù)務(wù) 英英 語語 Thank you for everyone to have a class with me! I hope that well be friends together through the English class. I want to know much information ofyours before we begin our lessons ! Example: English name、department、position、hobbies 、wishes and so on 1高校教育精品PPTHotel Organization Cha

2、rt飯店機構(gòu)表飯店機構(gòu)表 General Managers Office 總經(jīng)理室 Executive Office 總經(jīng)理辦公室 Human Resource Department 人力資源部 Training Department 教育培訓(xùn)部 Sales Department 銷售部 Public Relations Office 公共關(guān)系部 Front Office 前廳部 Housekeeping Department 客房部2高校教育精品PPTHotel Organization Chart飯店機構(gòu)表飯店機構(gòu)表 Food & Beverage Department 餐飲部 R

3、ecreation Department 娛樂部 Shopping Arcade 商場部 Financial Department 財務(wù)部 Engineering Department 工程維修部 Purchasing Department 采購部 Security Department 保安部 Administration Department 行政部3高校教育精品PPTFront Office Words:(1) reservation 預(yù)訂 (2) register 登記,注冊(3) assign 分配,指定(4) baggage 行李(5) distribute 分發(fā)(6) deliv

4、er 投遞,遞交 (7) currency 貨幣 (8) occupancy 居住,占用 (9) smart 活潑的,精明的(10) appearance 外表 (11) adaptability 適應(yīng)性 (12) figure 數(shù)字 (13) settle 解決,安定(14) complaint 投訴,抱怨4高校教育精品PPTFront Office Words:(15) soothe 安撫 (16) reveal 顯示(17) financial 財政的,財經(jīng)的(18) satisfaction 滿意(19) check in/out 入住/離店(20) departure date 離開

5、日期(21) guarantee 保證(22) client 顧客(23) conference 會議(24) program 議程,節(jié)目(25) handicapped 殘疾的(26) facilities 設(shè)施(27) wheelchair 輪椅(28) cancellation 取消5高校教育精品PPTFront Office Words:(29) favorite 最喜愛的(30) airy 通風(fēng)的(31) banquet 宴會(32) patio 室外就餐處(33) salon 沙龍(34) souvenir 紀(jì)念品 (35) convenience 便利，方便(36) consid

6、er 考慮(37) overweight 超重 （38）scenic spot 風(fēng)景點 （39）trolley bus 電車(40) Mend 修補 （41）Mis-calculation 計算出錯 （42）communication 通訊,交流6高校教育精品PPTFront Office Words:(43) secretary 秘書 ( 4 4 ) d o c u m e n t 文 件 (45) equipment 設(shè)備(46) stapler 小訂書機(47) calculator 計算器 (48) exhibition 展覽 (49) discount 折扣 (50) extend

7、延伸,延長(51) scissors 剪刀,剪子 (52) handkerchief 手帕,紙巾(53) wardrobe 衣柜 (54) budget 預(yù)算 (55) thermos 熱水瓶 (56) directory 目錄 7高校教育精品PPTFront Office Words: (57) tap 籠頭 (58) mucilage 膠水 (59) features 特征 (60) architecture 建筑 (61) supervisor 主管 (62) houseman 雜務(wù)工 (63) shelf 書架 (64) typewriter 打字機 (65) extension 分機

8、 (66) trunk 行李箱 (67) comfortable 舒適 (68) envelope 信封 (69) pond 池塘 (70) cigarette 香煙 8高校教育精品PPTFront OfficeWords: (71) locate 坐落于(72) sightseeing 觀光(73) invoice 發(fā)票(74) overpay 多付(75) regulation 規(guī)章(76) insist 堅持(77) request 請求(78) fault 過錯 (79) replace 替換 (80) noisy 吵鬧的(81) corridor 走廊 (82) brochure 介

9、紹冊(83) refuse 拒絕(84) elevator 電梯9高校教育精品PPTFront OfficeWords: (85) loan 出租 (86) carpet 地毯 (87) afford 抽出 (88) misunderstand 誤解 (89) wheelchair 輪椅 (90) unfortunate 不幸的 (91) babysitter 照看兒童者 (92) bleed 流血 (93) slip 滑 (94) detail 細(xì)節(jié) (95) destination 目的地 (96) appreciate 欣賞 (97) average 平均 (98) delegate 代

10、表10高校教育精品PPTFront Office Words:(99) boost 提高(100) security 治安,保安(101) senser 感應(yīng)器(102) sprinkler噴水設(shè)備(103) hydrant 消防龍頭(104) hose 軟管(105) earn 賺得，掙得(106) alarm 警報(107) exit 安全門(108) basement地下室(109) mezzanine夾層樓面(110) rude 粗魯?shù)?111) fare 車費(112) contact 聯(lián)系11高校教育精品PPTFront OfficeWords:(113) soap 肥皂(114)

11、 towel 毛巾(115) punch 打印(116) nail 指甲(117) bedcover 床罩(118) watermark 水印圖案(119) interfere 干涉(120) private 私人的(121) firework 煙火 (122) ID card 身份證(123) atmosphere 氣氛(124) motto 座右銘(125) devoutly 誠懇地 (126) total 總計12高校教育精品PPTFront OfficeWords:(127) print 印刷 (128) account 帳戶(129) delivery 支付 (130) compro

12、mise 妥協(xié)(131) deposit 押金 (132) coin 硬幣(133) safety box 保險箱(134) mineral water 礦水(135) shopping bag 購物袋 (136) luggage rack 行李架(137) remote control 遙控裝置 (138) hairdryer 吹風(fēng)機(139) dustbin 垃圾箱 (140) magazine 雜志13高校教育精品PPTFront OfficeWords: (141）night stool 臥室用便器 （142）bathtub 浴缸（143）floor 地板 （144）shampoo 香

13、波（145）body lotion 潤膚露 （146）toothbrush 牙刷（147）razor 刮胡刀 （148）shower cap 浴帽（149）sewing kit 針線包 （150）comb 梳子（151）laundry bag 洗衣袋 （152）sanitary bag 衛(wèi)生袋（153）tissue paper 衛(wèi)生紙（154）napkin 餐巾（155）napkin paper 餐巾紙 （156）bulb 燈泡 14高校教育精品PPTFront Office phrasal:(1) check in/ out 入住/離店 (2) good / bad manners 有禮貌/

14、無禮(3) in short 簡言之(4) departure date 離開日期(5) by air 乘飛機(6) flight number 航班號(7) high occupancy 出租率高 (8) show sb up 領(lǐng)某人上樓 (9) DDD system (Domestic Direct Dial) 國內(nèi)長途(10) IDD system (International Direct Dial)國際長途15高校教育精品PPTFront Office phrasal:(11) booked up 預(yù)訂完了(12) get in touch with 與取得聯(lián)系(13) recomm

15、end to 向推薦(14) computer records 電腦記錄(15) ordinary airmail 普通航空信(16) show the way 指路(17) north district of Shanghai 上海北部地區(qū)(18) near the bund 靠近外灘(19) take pictures 照相(20) within easy reach 很容易到16高校教育精品PPTFront Office phrasal:(21) foreign currency exchange 外幣兌換 (22) todays exchange rate 今天的兌換率(23) set

16、tle guest complaint 處理客人投訴(24) at the lost and found desk 在失物招領(lǐng)處(25) free of charge 免費(26) cut off 切斷、切開(27) incoming fax 過來的傳真(28) up to now 直到現(xiàn)在(29) in order to 為了(30) long distance call reservation 長途電話預(yù)訂 17高校教育精品PPTFront Office phrasal:(31) spend ones holidays 度假(32) credit card number 信用卡號(33)

17、take care of 照料(34) peak season 旺季(35) travelers checks 旅行支票(36) replace A with B 把A替換成B(37) no- show 預(yù)訂客未到(38) tell you the truth 老實說(39) dying to do sth 迫不及待地想做某事(40) in advance 預(yù)先18高校教育精品PPTFront Office phrasal:(41) if possible 如果可能的話(42) at ones convenience 在方便時(43) as well 也(44) do service for

18、為服務(wù),效勞(45) make way for sb 為某人讓路(46) rush into 沖進(jìn)(47) put ones heart into 全神貫注(48) in tears 熱淚盈眶(49) on loan 出租(50) in the name of 以的名義 19高校教育精品PPTFront Office phrasal:(51) be tired of 厭倦,厭煩(52) report on duty 報到 (53) apply sb for help 請求某人幫助(54) familiar with 通曉,熟悉(55) the handbook for hotel staff

19、飯店員工手冊 (56) smoke senser 煙感器(57) automatic sprinkler 自動噴水系統(tǒng)(58) fire hose 消防救火軟管(59) deal with 處理(60) as soon as possible 盡快 20高校教育精品PPTFront Office phrasal:(61) be upset about 對感到不安(62) look for 尋找(63) pay for the damage 賠償(64) take notice 注意(65) go ahead 走吧(66) be responsible for 對負(fù)責(zé)(67) pass out

20、暈倒(68) go back and forth 來回(69) pass on 轉(zhuǎn)達(dá)(70) shuttle bus 班車 21高校教育精品PPTFront Office phrasal:(71) at least 至少(72) be not in 不在(73) make out 填寫,編制(74) soft berth 軟臥(75) business repeat rate 回客率(76) take steps 采取措施(77) extend the room 續(xù)住(78) registration form 登記單(79) put off 推遲(80) by reason of 由于 22

21、高校教育精品PPTFront Office phrasal: (81) wake up 醒來 (82) low season 淡季 (83) shoulder season 平季 (84) forged bank note 假幣 (85) refuse to do sth 拒絕做某事 (86) be angry at/about sth 因某事而生氣 (87) high quality service 優(yōu)質(zhì)服務(wù) (88) make a few suggestions 提些建議 (89) hand sth to sb 把某物遞給某人 (90) would love to do sth 愛干某事

22、23高校教育精品PPTFront Office phrasal:(91) catch a cold 傷風(fēng)(92) look forward to 期望,希望(93) one more thing 還有件事(94) at the moment 此刻,眼下(95) at present 現(xiàn)在(96) come over 走過來(97) be worth doing 值得做某事(98) know little about sth 對某事一無所知(99) take your time 別著急,慢慢來(100) on the house 免費 (99) (100) 24高校教育精品PPTFront Of

23、ficephrasal:(101) start with sth 從某事開始(102) without question 毫無疑問(103) use up 用完,耗盡(104) call off 取消(105) clear up 清理,變晴(106) catch ones eye 引人注目(107) catch ones breath 喘氣,松口氣(108) break up 打碎,結(jié)束(109) before long 不久以后 25高校教育精品PPTFront Office sentence: 1.what kind of room would you like, sir ? 先生,您想要

24、什么樣的房間? 2.would you like breakfast? 您需要用早餐嗎? 3.can you give me your name, please, sir ? 先生,您能讓我知道您的名字嗎? 4.can you tell me your arrival and departure dates? 您能告訴我您的抵離日期嗎? 5.Is there a special rate for a group reservation? 團(tuán)隊預(yù)訂有優(yōu)惠嗎？ 6.there is a 10 percent discount . 有10%的優(yōu)惠。26高校教育精品PPTFront Office se

25、ntence:7. We can either put him on a waiting list or find him a room in a nearby hotel. 我們可以將他列入等待名單或幫他在附近酒店找間房間。8. For one night, the hotel cost would be five hundred yuan. How will you be paying, sir? 酒店一晚收取500元房費，您怎樣付呢，先生？9. My company will cover all the expenses, well send you a check right away

26、. 我公司會為我支付所有費用,我們會馬上送支票過來。10.How are you going to pay, in cash or by credit card? 您準(zhǔn)備如何支付, 用現(xiàn)金還是信用卡?11.Could I pay with travellers checks? 我可以用旅行支票付嗎?12.Would you give me some features of your baggage? 您能提供一些您行李的特征嗎?27高校教育精品PPTFront Office sentence:13. Im sorry to have inconvenienced you. 很抱歉給您帶來了不便

27、。14. I assure you such things will never happen again. 我向您保證此類事情不會再發(fā)生。15. Well have a good chance to feast our eyes. 我們將有一個大飽眼福的機會了。16. Could you order a taxi for us? 你能為我叫輛出租車嗎?17. The long-stay guest has been in our hotel for two years. 那位包房客人在我們賓館已經(jīng)住了兩年了。18.Every US dollar in cash is equivalent t

28、o 8.21Yuan , RMB. How much would you like to change, sir ? 1美金可兌換8.21元人民幣,您需要換多少,先生?28高校教育精品PPTFront Office sentence: 19.Would you please fill in this memo and show me your passport? 請?zhí)顚懰畣尾⒊鍪疽幌伦o(hù)照。 20.I need some small change. 我需要一些零錢。 21.By the way, can you tell me what I should do with the RMB left

29、 with me? 順便問一下,你能告訴我人民幣用不完怎么辦呢? 22.Youll have to go to the Bank of china or the airport exchange office to change it back into dollars by showing the memo. 憑兌換水單您可以到中國銀行或機場兌換點換回。 23.Have you used any hotel services since breakfast? 早餐前您有用過飯店的服務(wù)設(shè)施嗎? 24.Here is your invoice. 這是您的發(fā)票。29高校教育精品PPTFront O

30、ffice sentence: 25.I do apologize for my mis-checking. 我為我的失誤致歉。 26.Here is the money you overpaid. 這是您多付的錢。 27.Im awfully sorry to have caused you so much trouble. Ill try to be more careful another time. 我很抱歉給您帶來這么多麻煩，以后我會盡 量仔細(xì)的。 28.The room rate is the same as that one. 這間房的房價和那間是一樣的。 29.If there

31、 is anything more you need, please let us know. 如果還有任何需要,盡管告訴我們。 30.Ill ask our manager to come and take care of your request. 我將告知我們經(jīng)理來處理您的要求。 30高校教育精品PPTFront Office sentence: 31.We can only confirm a room from the 17th to the 20th. 我們僅可以確認(rèn)20號到27號有房間。 32.Im afraid we wont be able to guarantee you

32、a room after the 21th. 恐怕我們不能保證21號以后有房間。 33.Have you made a reservation, sir ? 先生,請問您有預(yù)訂過嗎? 34.All the rooms are booked up, but I think well be able to arrange for you a room after six oclock this evening. 所有的房間都訂完了,但今天下午6點以后我們能為您安排房間。 35.If you need a room right now, would you like me to get in tou

33、ch with somewhere else for you? 如果您現(xiàn)在想要房間,我?guī)湍俾?lián)系其它地方可以嗎? 36.Please wait a moment, sir. Ill have to check the computer records. 請稍等,先生。我得查一下電腦記錄。31高校教育精品PPTFront Office sentence: 37.After you. 您先請。 38.Thatll be a matter for police. 這將由警方處理。 39.Thats for the DDD calls you made from your room. 這是您為在房間里

34、打的國內(nèi)直撥電話應(yīng)付的費用。 40.If you want to keep your room this afternoon, well have to charge you 50% of the price. 如果今天下午您還想保留房間的話,我們將收取50%的房費。 41.According to our regulations, a half days rent is charged against a room not vacated by 12:00 noon. 根據(jù)我們的規(guī)定,凡過中午12:00點還沒騰出的房要收半天房金。 42.I have some documents to be

35、 typed at the moment and I hope they will be ready before 10:00 PM today.我現(xiàn)在有一些文件需要打印,希望10:00之前可以準(zhǔn)備好。32高校教育精品PPTFront Office sentence: 43.Let me try the number again and see if the fault is in their equipment or in ours. Ill call back as soon as I can. 讓我再重新試一下,看是他們的設(shè)備有問題還是我們的。我會盡快給您答復(fù)的。 44.I must s

36、ay that we cannot be held responsible, you should have deposited valuables with the Reception. 我得說我們不能對此負(fù)責(zé),您應(yīng)該把貴重物品寄存在接待處。 45.Im sorry, sir. There must be something misunderstanding . 我很抱歉，先生，這里面可能有誤會。 46.There are several ways of paying. 有好幾種付款方式。 47.Whats your opinion of our service? 您對我們的服務(wù)有什么意見嗎

37、? 48. Dont you think the price is reasonable? 您認(rèn)為這個價格不合理嗎? 33高校教育精品PPTFront Office sentence:49. Im afraid our hotel is fully booked on that date. 對不起，我們飯店那一天的客房全部訂滿了。50. Your room is confirmed for that day.We look forward to serving you. 我們期待著下一次為您服務(wù)。 51. Ill cancel Mr Bells reservation from Februar

38、y 27th for three nights. 我將取消BELL先生從2月27日開始3個晚上的預(yù)訂。52. May I reconfirm your departure date? 我可以再次確認(rèn)您的離店日期嗎53. Im sorry, madam. We dont have any vacancy at the moment. 對不起，小姐，我們現(xiàn)在沒有空房間54. How many pieces of luggage do you have? 請問您有幾件行李？ 34高校教育精品PPTFront Officesentence:55. Is there anything valuable

39、or breakable in your bag? 您包里有貴重或易碎物品嗎？ 56. You can get your money changed at the cashiers Desk. 您可以去收款處兌換錢。 57. Could you take a message for her, please? 你能不能為我給她留信口信？ 58. Just a moment, please, sir. Ill put you through. 請稍等一下，先生。我馬上為您接通。59. For outside calls, please press 9 first and when you hear

40、 the dialing tone, press the number you want. 打外線請先按9，聽到聲響后再按您所要的號碼。 60. How would you like to make payment, sir. 先生，請問您將如何付款？ 35高校教育精品PPTFront Office sentence:61. Here is your change and receipt, sir. Ill send a bellman up to get your luggage. 先生，這是您的找錢和收據(jù)。我馬上叫行李員上去取您的行李。62. The rate of your room w

41、ill be paid by your host unit while the others should be at your expense. 您的房費將由接待單位支付，而雜費則應(yīng)由您自己付。63. How many copies do you need? 您要復(fù)印幾份？ 64. Can you give me your fax number, sir? 請您告訴我您的傳真號碼好65. When can I pick it up? 我什么時間能?。?66. Housekeeping. May I come in? 客房服務(wù)員，我可以進(jìn)來嗎？ 36高校教育精品PPTFront Office

42、sentence67. Leave your laundry in the laundry bag behind the bathroom door. 請把要洗的東西放在浴室門后的洗衣袋中。 68. I hope Im not disturbing you. 我希望沒有打擾您。 69. One moment, madam. Ill bring them to you right away. 等一會，夫人。我馬上送來。 70. Ill show you to your room.Would you come this way? 我?guī)ツ姆块g。請這邊走好嗎？ 71. Im sorry to d

43、isturb you, sir, but we would like to clean the room. May we do it now? 對不起，打擾您了，先生。我們想現(xiàn)在打掃房間，可以嗎？ 72. Im sorry, sir, but could you wait another 20 minutes, please? 對不起，先生， 但您能再等20分鐘嗎？ 37高校教育精品PPTFront Office sentence:73. Could you bring me some more towels, please? 你能不能再給我拿幾條毛巾來？74.Yes, madam. Ill

44、bring them to your room at once. 好的，夫人，我馬上給您送來。 75.The hotel provides free shoe shining service for its guests. 酒店為住店客人提供免費擦鞋服務(wù)。 76. Im terribly sorry. I do wish we had known it earlier. 非常對不起。要是我們早點知道就好了。 77. What kind of rooms(food) would you like to have ? 您需要什么樣的房間(菜) ？78. Here is a brochure of

45、our hotel . 這是介紹我們酒店的小冊子。 38高校教育精品PPTFront Office sentence: 79. Well give you a 10%(ten percent ) discount. 我們給您九折優(yōu)惠。 80. Well offer tour guides complimentary breakfasts. 我們給陪同提供免費早餐。81.We accept your terms . 我們接受您的條件。 82. May I introduce myself ? 讓我介紹我自己。 83. May I present you a little souvenir ? 請

46、接受我們的一點小紀(jì)念品。84. Lets drink to our friendship ! 為我們的友誼干杯。 39高校教育精品PPTFront Office sentence: 85.Lets propose a toast to the health of our guests ! 建議為在座客人的健康干杯。 86. Cheers ! 干杯!87.How do you like Chinese food ? 您喜歡中國菜嗎？88. What do you think of our service ? 您對我們的服務(wù)有什么意見？89.Thank you for your comments(

47、compliment , suggestions). 謝謝您給我們提的意見(贊揚、建議) 。90. Im afraid its against the hotels regulations. 這是違反飯店的規(guī)章制度。 40高校教育精品PPTFront Office sentence: 91. In our hotel we dont accept tips . 我們飯店是不收小費的。 92.Its our pleasure to serve our guests well. 我們?yōu)榭腿朔?wù)好感到高興。 93.Thank you all the same . 然而，還是要謝謝您。 94.Im a

48、fraid youll have to pay for the damage . 您必須賠償。 95. Thank you for telling us about it . 謝謝您告訴我們。 96.Ill look into the matter right away . 我馬上去處理這事。 97. I assure you it wont happen again . 我保證此類事不會再發(fā)生。 41高校教育精品PPTFront Office sentence: 98. Please dont worry ,sir (madam) . 先生(夫人) ，請不必?fù)?dān)憂。 99. Ill send

49、someone up to your room right away . 我馬上派人到您的房間去。 100.I cant guarantee anything ,but Ill try my best . 我不能保證，但我會盡力而為。 101. What can I show you? 您要買什么？ 102.How do you like fashion(color , size , design)? 您喜歡這種款式(顏色、尺寸、圖案) 嗎？ 103. The extra large size of this color is out of stock . 這種顏色的特大號已經(jīng)賣完了。104.

50、 Please try us again tomorrow . 請明天再來看看。 42高校教育精品PPTFront Office sentence: 105. They are altogether 175(one hundred and seventy-five) yuan RMB. You may pay in cash or with credit card . 共計175元人民幣。您可以付現(xiàn)金也可以 用信用卡。106. Please pay at the cashiers . 請到帳臺付款。107. You have made a good choice . 您真會買東西。108. y

51、ou have very good taste . 您眼力真好。 43高校教育精品PPTFront Office (unit 1)Dialogue 1-1: A Long Distance Call Reservation Good morning, reception. Can I help you?Im calling from New York. Id like to reserve a room.What kind of room would you like?A single room, please.John Smith, J-o-h-n S-m-i-t-h.Thank you,

52、Mr.Smith,when are you going to arrive here?On Sept.20th.For how long?3 nights, from Sept 20th to Sept 22nd.How much?580RMB one night include one breakfast.OK.Well, Mr. Smith, a single room from Sept 20th to Sept 22nd, and the room rate is 580RMB one night include one breakfast. Am I correct?Yes, tha

53、nk you.One more thing, may I have your phone number, please?Yes, its 06-4895-3084.Thank you, Mr. Smith. My name is Susan, we are looking forward to serving you.44高校教育精品PPTFront Office (unit 1)Dialogue1- 2: A Group Reservation Good morning, reception. Can I help you?Yes, Id like to reserve 10 single

54、rooms for three days.For which dates?For October 24th, 25th and 26th .One moment please, sir. Yes, we can confirm 10 rooms for three days.Thank you. Is there a special rate for a group reservation?Yes, there is a 10 percent discount.Thats fine. By the way, how will they be getting to Shanghai? Will

55、they be coming by air ?Yes.Could you give me the flight number, please, in case the planes late?Oh, sorry. I dont know the flight number, but Ill let you know by phone the day after tomorrow.Thank you, sir.Oh, yes. Have you got a big conference hall?Yes, sir , we have a very nice multi-function hall

56、, but youll have to speak to the sales manager about that. Please hold on a moment and Ill see if I can put you through. 45高校教育精品PPTFront Office (unit 1) Dialogue 1-3: A Face-to-Face Reservation Can I help you, sir? Yes, Id like to book a single room with shower for Mr George Smith. He plans to arri

57、ve on the 20th of this month.How long will he be staying?I dont know, but it could be anything from seven to ten days.Then we can only confirm a room from the 20th to the 27th. Im afraid we wont be able to guarantee him a room after the 27th. We usually have high occupancies in the peak seasons.What

58、 if there isnt any room then ? Dont worry,sir . We can either put him on a waiting list or find him a room in a nearby hotel.I see.One more thing, Mr Smith is handicapped. Do you have facilities for the handicapped?46高校教育精品PPT Dialogue 1-3: A Face-to-Face Reservation Yes, sir . We have special bedro

59、oms which all have a wide door into the bathroom with appropriate washing and toilet facilities. Besides, therere no steps between the street and the entrance to the hotel. There is a special lift from the car park to the 1st floor, and lifts are all wide enough to take a wheelchair.Fine. How much d

60、o you charge for a single room for the handicapped?For one night, the hotel cost would be 200yuan. How will he be paying,sir? His company will cover all the expenses. Well send you a check right away.Thank you, sir.Thank you. Good-bye.Front Office (unit 1)47高校教育精品PPTFront Office (unit 2)Dialogue 2-1: R