酒店服務(wù)英語課件

1、Ruising.butterfly Ruising.Butterfly hotelRuising.Butterfly hotel Everyday English(常用表達(dá))1.Addressing1.Addressing（稱呼）（稱呼）first name / given name first name / given name 名字名字 surname / family name / last name surname / family name / last name 姓姓full name full name 全名全名 英語中人名的順序?yàn)橛⒄Z中人名的順序?yàn)?“名字名字+ +姓氏姓氏”

2、name and initialsname and initials姓名縮寫姓名縮寫 如：如：Brown T.E.Brown T.E. Yi Jianlian Yi Jianlian 縮寫為縮寫為 JL YiJL Yi 英語中常用的稱呼語 1）對男士的稱呼，常用 Mr.加上姓氏, 如：對John Brown 先生應(yīng)稱為 Mr.Brown（布朗先生） 2）對女士的稱呼，常用Mrs. Miss 或 Ms. 對不同的對象應(yīng)使用 不同的稱呼： 對已婚女性用Mrs.+其丈夫的姓 如：Mrs. Brown（布朗夫人） 對未婚女性用Miss +姓氏 如：Miss Brown（布朗小姐） 對婚姻狀況不明的女性

3、用Ms.+姓氏 如：Ms.Brown（布朗女士） 3)在不知道客人姓名時(shí)，男士稱sir （先生），女士稱madam或 Maam（女士）For Example:Good morning ,sir /madam.Nice to see you, Mr. Wang. Im sorry, Ms. Smith. Good-bye, Mrs. White.1) This way, please ,sir. 2.Months 2.Months ，week & week & weatherweather January January 一月一月 February February 二月二月 M

4、arch March 三月三月 April April 四月四月 May May 五月五月 June June 六月六月 July July 七月七月 August August 八月八月 September September 九月九月 October October 十月十月 November November 十一月十一月 December December 十二月十二月 - What- Whats the date today? s the date today? 今天幾號？今天幾號？ - Aug. 17- Aug. 17thth Oct. 1 = National Oct. 1 =

5、National DayDay （國慶節(jié)） Week 星期的表達(dá) Monday Monday 星期一星期一 Tuesday Tuesday 星期二星期二 Wednesday Wednesday 星期三星期三 Thursday Thursday 星期四星期四 Friday Friday 星期五星期五 Saturday Saturday 星期六星期六 Sunday Sunday 星期日星期日 weekday weekday 平日平日- weekend - weekend 周末周末 - What day is today? - What day is today? 今天星期幾？今天星期幾？ - To

6、day is Thursday.- Today is Thursday.Weather（天氣） -What -Whats the weather like today?s the weather like today? 今天天氣怎么樣？今天天氣怎么樣？ -It -Its fine today.s fine today.今天天氣不錯(cuò)今天天氣不錯(cuò) (sunny (sunny 晴朗的晴朗的, rainy , rainy 有雨有雨, windy , windy 刮風(fēng)刮風(fēng), snowy , snowy 下雪下雪, foggy , foggy 有霧有霧) ) It Its warm . s warm .

7、暖和暖和( hot ( hot 炎熱炎熱, cool , cool 涼爽涼爽, cold , cold 寒冷寒冷) )3.Hotels(3.Hotels(酒店）酒店）departments departments （部門）（部門） and and clerksclerks（人（人 員）員）hotelhotel（酒店）（酒店）, inn, guest house, inn, guest house（旅館）（旅館） Front desk / officeFront desk / office（前臺，總臺）（前臺，總臺） Housekeeping DepartmentHousekeeping Dep

8、artment（客房部）（客房部）Food & Beverage DepartmentFood & Beverage Department（餐飲部） lobby 大堂 restaurant 餐廳Clerk（人員） general managergeneral manager（總經(jīng)理）（總經(jīng)理） assistant general managerassistant general manager（副總經(jīng)理）（副總經(jīng)理） department managerdepartment manager（部門經(jīng)（部門經(jīng)理）理） assistant managerassistant manag

9、er（大堂副理（大堂副理) ) supervisor(supervisor(主管）主管） captaincaptain（行李房領(lǐng)班）（行李房領(lǐng)班） doorman(doorman(門童）門童） bellman / bellboy bellman / bellboy （行李員）（行李員）Clerk（人員） operatoroperator（總機(jī)，接線員）（總機(jī)，接線員） receptionistreceptionist（接待員）（接待員） cashiercashier（收銀員）（收銀員） roommaid / room attendantroommaid / room attendant（客（客

10、房服務(wù)員）房服務(wù)員） repairmanrepairman（維修工）（維修工） waiter / waitress waiter / waitress （餐廳男、女服（餐廳男、女服務(wù)員）務(wù)員） cook cook （廚師）（廚師） chef chef （大廚）（大廚） barman / bartender barman / bartender （酒吧服務(wù)員）（酒吧服務(wù)員）4.Reservation / booking（預(yù)定） SentencesSentences（句子）（句子）: : 1 1）MayMay I help you? I help you? 您需要幫忙嗎？您需要幫忙嗎？ 2 2）F

11、or what dates? / For how long?For what dates? / For how long? 您要訂哪一天的房？您要訂哪一天的房？/ / 要住幾天？要住幾天？ 3 3）How long do you want to stay here?How long do you want to stay here? 您要住幾天？您要住幾天？ 4 4）Do you want a single room or Do you want a single room or a double ro a double roo om?m? 您要單人房還是大床房？您要單人房還是大床房？ 5)-

12、What kind of room would you like?5)-What kind of room would you like? 您想要什么房間？您想要什么房間？ -A standard room. -A standard room.（標(biāo)準(zhǔn)間）（標(biāo)準(zhǔn)間） （A twin-bed room A twin-bed room 雙床間雙床間 / A single / A single roomroom單人間單人間 / A double room / A double room 大床間大床間/ A / A suite suite 套房）套房） 6 6）For a single room the

13、 price would For a single room the price would be 35 dollars.be 35 dollars. 單人間的價(jià)格是單人間的價(jià)格是3535美元。美元。 The room rate is 518 yuan pernight The room rate is 518 yuan pernight include two breakfast.include two breakfast. 房價(jià)是房價(jià)是518518元元/ /晚，房價(jià)含兩份早餐。晚，房價(jià)含兩份早餐。 7 7）Sorry, sirSorry, sir，all rooms are taken.

14、/ all rooms are taken. / we are fully booked now.we are fully booked now. 抱歉，先生。我們沒有空房間了。抱歉，先生。我們沒有空房間了。 8) For how many ,please?8) For how many ,please? 你們有幾個(gè)人呢？你們有幾個(gè)人呢？ 9) I9) Id like to confirm your d like to confirm your reservation.reservation. 我想確認(rèn)一下你的預(yù)定。我想確認(rèn)一下你的預(yù)定。Dialoges （對話） (A) (A) A: A:

15、Butterfly Butterfly Hotel. May I help you?Hotel. May I help you? B: Yes, IB: Yes, Id like to book a room, d like to book a room, please.please. A: For what dates, please?A: For what dates, please? B: From Mar. 3rd to 7th.B: From Mar. 3rd to 7th. A: What kind of room would you like?A: What kind of ro

16、om would you like? B: A single room, please.B: A single room, please. A: Hold the line, please. IA: Hold the line, please. Ill check ll check it up for you. it up for you. Thanks for waiting. Thanks for waiting. Yes, we have single rooms available Yes, we have single rooms available on those days.on

17、 those days. B: Thanks. WhatB: Thanks. Whats the rate per day?s the rate per day? A: 520 yuan for the standard ones A: 520 yuan for the standard ones and 580 yuan for the deluxe ones. and 580 yuan for the deluxe ones. Which would you prefer?Which would you prefer? B: IB: Id prefer a deluxe single.d

18、prefer a deluxe single. A: May I have your name, please?A: May I have your name, please? B: William Newman.B: William Newman. A: How do you spell it?A: How do you spell it? B: W-I-double L-I-A-M, William, N-E-W-B: W-I-double L-I-A-M, William, N-E-W-M-A-N, Newman.M-A-N, Newman. A: Thank you, Mr. Newm

19、an. Your A: Thank you, Mr. Newman. Your reservation is confirmed. We look reservation is confirmed. We look forward to your comingforward to your coming5. Check-in （入住登記） SentencesSentences 1 1）I Id like to check in / out. d like to check in / out. 我要辦理入住我要辦理入住/ / 結(jié)賬結(jié)賬退房。退房。 2 2）ItIts nice to meet y

20、ou again, Mr. s nice to meet you again, Mr. Johnson.Johnson. 再次見到您太好了，約翰遜先生。再次見到您太好了，約翰遜先生。 3 3）May I see your passport, please?May I see your passport, please? 請把護(hù)照給我。請把護(hù)照給我。 4 4）Could you fill in this form please? Could you fill in this form please? 請?zhí)顚懻執(zhí)顚戇@份表格。這份表格。. . . 5) What 5) Whats your nati

21、onality,s your nationality, please? please? 請問你的國籍？請問你的國籍？ 6 6）Could you sign your name Could you sign your name please ? please ? 請簽名。請簽名。 7 7）Your room number is 821 Your room number is 821 on the eighth floor. on the eighth floor. 您的房間您的房間 是是8 8樓的樓的821821 8 8）Here is your key card. Here is your k

22、ey card. 這是您這是您的匙牌。的匙牌。9）I hope you will enjoy your stay in our hotel. 希望您入住愉快。10）Please dont leave anything behind. 請不要遺忘您的東西。11) Is there anything else I can do for you? 有什么能為您效勞嗎？12) There is a washroom at the end of the corridor. 洗手間在走廊盡頭。 Dialoge A: Good afternoon, madam. May I A: Good afternoo

23、n, madam. May I help you?help you? B: IB: Id like to check in, please.d like to check in, please. A:A:Do you have a reservation with Do you have a reservation with us?us? B: Yes, I made the reservation B: Yes, I made the reservation yesterday.yesterday. A:A:May I have your name?May I have your name?

24、 B:B:Tina White. Reservation is for a Tina White. Reservation is for a suite for three nights.suite for three nights.ruising.butterfly hotel A: Just a moment, please. A: Just a moment, please. Yes, Yes, Mrs. Tina White, a suite, three nights. Mrs. Tina White, a suite, three nights. Could you fill ou

25、t the registration Could you fill out the registration card?card? B: All right.B: All right. A: May I see your passport?A: May I see your passport? B: Here you are.B: Here you are. A: Thank you, Mrs. White. Your room A: Thank you, Mrs. White. Your room is 1221. A bellboy will take you up is 1221. A

26、bellboy will take you up and show you to your room. Enjoy and show you to your room. Enjoy your stay.your stay.6、Check-out（結(jié)賬退房）1 1）May I have your room cardMay I have your room card（room number), please? room number), please? 請給我你的房卡請給我你的房卡( ( 房號）房號） 2 2）Just a moment, please. Just a moment, please

27、. 請稍等。請稍等。 3 3） How would you like to pay?/How would you like to How would you like to pay?/How would you like to your payment?your payment? 你要怎樣付賬？你要怎樣付賬？ 4 4）I Id like to pay in cash d like to pay in cash （ by credit cardby credit card）. . 我付現(xiàn)我付現(xiàn)金金 （ 用信用卡）。用信用卡）。. .5 5）Here is your bill .Would you

28、 Here is your bill .Would you like to check it? like to check it? 這是你的賬單，請過目。這是你的賬單，請過目。6 6）Here is your change. Here is your change. 這是找這是找您的錢您的錢 。7 7）Have a nice trip. Have a nice trip. 旅途愉快。旅途愉快。8 8）Good-bye and hope to see you Good-bye and hope to see you again. again. 再見，希望再見到你。再見，希望再見到你。Dialog

29、eDialoge A: Morning, may I help you?A: Morning, may I help you? B: IB: Id like to check out now.d like to check out now. A: Your name and room number, A: Your name and room number, sir?sir? B: William Brown, room 1224.B: William Brown, room 1224. A: Wait a moment, A: Wait a moment, please. please. .

30、Your bill totals 600 .Your bill totals 600 yuan. Would you like to check?yuan. Would you like to check?t B: WhatB: Whats this for?s this for? A: ThatA: Thats for the laundry service.s for the laundry service. B: Ok. Can I pay by credit card?B: Ok. Can I pay by credit card? A: Certainly, sirA: Certai

31、nly, sir. Sign here, please. . Sign here, please. HereHeres your card. Have a good day s your card. Have a good day and welcome to our hotel again.and welcome to our hotel again. B: Thank you. Bye!B: Thank you. Bye!7.Bellman and Operator Bellman and Operator 1. Welcome to our hotel. 1. Welcome to ou

32、r hotel. 歡迎光臨歡迎光臨 2. This way, please. 2. This way, please. 請這邊走。請這邊走。 3. May I help you with your suitcase? 3. May I help you with your suitcase? 我?guī)湍隳孟渥雍脝?？我?guī)湍隳孟渥雍脝幔?4. Shall I show you to your room now, sir?4. Shall I show you to your room now, sir? 先生，我?guī)シ块g好嗎？先生，我?guī)シ块g好嗎？ 5. Are these your luggag

33、e ?5. Are these your luggage ? 這是您的行李嗎？這是您的行李嗎？ 6. How much luggage do you have in all ? 6. How much luggage do you have in all ? 您總共有幾件行李？您總共有幾件行李？ruising.butterfly hotel 7. After you, ma7. After you, maam. am. 您先請，女士。您先請，女士。 8. How do you like our hotel?8. How do you like our hotel? 您覺得我們酒店怎么樣？您覺得

34、我們酒店怎么樣？ 9. Turn left (right).9. Turn left (right). 左（右）轉(zhuǎn)左（右）轉(zhuǎn) 10.I beg your pardon ?10.I beg your pardon ? 對不起請?jiān)僬f一遍好嗎？對不起請?jiān)僬f一遍好嗎？ 11. Would you like to take a taxi? 11. Would you like to take a taxi? 請問您要搭計(jì)程車嗎？請問您要搭計(jì)程車嗎？ 12. Who is speaking, please?12. Who is speaking, please? 請問您是誰？（電話用語）請問您是誰？（電話

35、用語） 13. I13. Ill switch you to Room 1120.ll switch you to Room 1120. 我馬上給你接我馬上給你接11201120房間。房間。 14. If you need a morning call, 14. If you need a morning call, please call the operator .please call the operator . 如果您需要叫醒服務(wù)，請撥總機(jī)如果您需要叫醒服務(wù)，請撥總機(jī). . 15. Would you like to leave a 15. Would you like to lea

36、ve a message? message? 您需要留言嗎？您需要留言嗎？ 16）You can make a long distance call from your room. 您可以在房間里撥打長途電話。 17)Could you hold the line, please? 請不要掛電話。8. Room attendant 1. Housekeeping, may I come in?1. Housekeeping, may I come in? 客房服務(wù)員，我能進(jìn)來嗎？客房服務(wù)員，我能進(jìn)來嗎？ 2. Sorry to disturb you. Can I clean 2. Sorry

37、 to disturb you. Can I clean the room now?the room now? 抱歉打擾您了，我現(xiàn)在可以打掃房間嗎？抱歉打擾您了，我現(xiàn)在可以打掃房間嗎？ 3. Would you mind if I do the 3. Would you mind if I do the cleaning now? cleaning now? 我現(xiàn)在可以打掃房間嗎？我現(xiàn)在可以打掃房間嗎？ 4. What time would be convenient, 4. What time would be convenient, sir? sir? 先生，什么時(shí)間方便呢？先生，什么時(shí)間

38、方便呢？ 5. The toilet doesn5. The toilet doesnt work in my roomt work in my room 我房間的抽水馬桶壞了。我房間的抽水馬桶壞了。 6. Something is wrong with the heating in 6. Something is wrong with the heating in my room.my room. 我房間的暖氣壞了。我房間的暖氣壞了。 7.Sorry for the trouble/ inconvenience. 7.Sorry for the trouble/ inconvenience.

39、 對不起，給您帶來不便。對不起，給您帶來不便。 8. We 8. Well send someone to repair it right ll send someone to repair it right now. Whatnow. Whats your room number?s your room number? 我們馬上派人來修理。您的房號是多少？我們馬上派人來修理。您的房號是多少？ 9 9）I Ill come back in an hour.ll come back in an hour. 我將在一個(gè)小時(shí)以后回來。我將在一個(gè)小時(shí)以后回來。10) Please don10) Ple

40、ase dont smoke here. t smoke here. 這里不允許抽煙。這里不允許抽煙。 9.房間內(nèi)用品和設(shè)備 air-conditionerair-conditioner空調(diào)空調(diào) coolingcooling冷氣冷氣 heatingheating暖氣暖氣 curtaincurtain窗簾窗簾 bulbbulb電燈泡電燈泡 bathroombathroom浴室浴室 towel towel 毛巾毛巾 soap soap 香皂香皂 bulb bulb 燈泡燈泡 toilettoilet衛(wèi)生間衛(wèi)生間 wardrobewardrobe衣櫥；衣柜衣櫥；衣柜 washbasinwashbas

41、in臉盆臉盆 toothbrushtoothbrush牙刷牙刷 toothpastetoothpaste牙膏牙膏 shampooshampoo洗發(fā)水洗發(fā)水 D.D.Dcall D.D.Dcall 國內(nèi)直撥電話國內(nèi)直撥電話 ashtray ashtray 煙灰缸煙灰缸 bed sheetbed sheet床單床單 internet service internet service 上網(wǎng)服務(wù)上網(wǎng)服務(wù) hangerhanger衣架衣架 mirror mirror鏡子鏡子 laundry baglaundry bag洗衣袋洗衣袋 leak leak 漏水漏水 make-upmake-up化妝品化妝品

42、shower shower 淋浴淋浴 blanket blanket 毯子毯子 Lounge Lounge 休息室休息室 pants pants 褲子褲子 same-day service same-day service 當(dāng)日可取當(dāng)日可取 necklace necklace 項(xiàng)鏈項(xiàng)鏈 jeans jeans 牛仔褲牛仔褲 leather leather 皮革皮革 overcoatovercoat大衣大衣 Dialoges (1) (1) Roommaid = R Guest = GRoommaid = R Guest = G R: Housekeeping, may I come in?R:

43、 Housekeeping, may I come in? G: Come on in, please.G: Come on in, please. R: IR: Id like to clean the room. d like to clean the room. Can I do it now?Can I do it now? G: Go ahead, please.G: Go ahead, please. ( 2 )( 2 ) Clerk = K Guest = GClerk = K Guest = G C: Housekeeping, May I help You?C: Housek

44、eeping, May I help You? G: The faucet is leaking in my room.G: The faucet is leaking in my room. C: May I have your room number?C: May I have your room number? G: 1024.G: 1024. C: Sorry for the trouble. WeC: Sorry for the trouble. Well send ll send someone to repair it now.someone to repair it now.1

45、0.Food & beverage （餐飲服務(wù)） Sentences （句子） 1. I1. Id like to book a table for four d like to book a table for four for this evening.for this evening. 我想訂一個(gè)今天晚上的四人桌。我想訂一個(gè)今天晚上的四人桌。 2. For how many, please?2. For how many, please? 請問有幾位？請問有幾位？ 3. May I have your name?3. May I have your name? 請問您貴姓？請問您

46、貴姓？ 4. For what time, sir?4. For what time, sir? 請問幾點(diǎn)？請問幾點(diǎn)？ 5. Welcome to our restaurant. Do 5. Welcome to our restaurant. Do you have a reservation?you have a reservation? 歡迎光臨我們酒店。您有預(yù)定嗎？歡迎光臨我們酒店。您有預(yù)定嗎？ 6. Follow me, please.6. Follow me, please. 請跟我來。 7. Will this table be all right?7. Will this ta

47、ble be all right? 這張桌子可以嗎？這張桌子可以嗎？ 8. HereHeres the menu.s the menu. 這是菜單。 9. May I take your order now?9. May I take your order now? 您現(xiàn)在要點(diǎn)菜嗎？您現(xiàn)在要點(diǎn)菜嗎？ 10. What would you like to have10. What would you like to have （drinkdrink）? ? 您想吃點(diǎn)（喝點(diǎn)）什么？您想吃點(diǎn)（喝點(diǎn)）什么？ 11. You can try You can try today. today. 您今天可以

48、嘗一嘗. 12. How would you like your 12. How would you like your steak, rare, medium or well-steak, rare, medium or well-done? done? 牛排要幾成熟呢？三成，五成還牛排要幾成熟呢？三成，五成還是全熟？是全熟？ 13. What else would you like?13. What else would you like? 還需要別的嗎？還需要別的嗎？ 14. This is all what you14. This is all what youve ve ordere

49、d. Please enjoy your meal ordered. Please enjoy your meal / food. / food. 這些就是您點(diǎn)的菜。請慢用。這些就是您點(diǎn)的菜。請慢用。 15. Is everything to your 15. Is everything to your satisfaction? satisfaction? 您對菜還滿意吧？您對菜還滿意吧？ 16. Here is your bill. 16. Here is your bill. 這是賬單。這是賬單。食品詞匯 baconbacon熏肉熏肉 steamed bun steamed bun 饅頭

50、饅頭 steamed stuffed bunsteamed stuffed bun包子包子 rice gruel rice gruel 米粥米粥 bread bread 面包面包 cabbagecabbage圓白菜圓白菜; ;卷心菜卷心菜 cheesecheese奶酪奶酪 butterbutter黃油黃油 sugarsugar糖糖 chipschips薯片薯片 chocolatechocolate巧克力巧克力 snack snack 小吃小吃 local flavorlocal flavor地方風(fēng)味地方風(fēng)味 dessertdessert甜點(diǎn)甜點(diǎn) hamham火腿火腿 hamburgerhamb

51、urger漢堡包漢堡包 hot doghot dog熱狗熱狗 jamjam果醬果醬 ketchupketchup番茄醬番茄醬 main course main course 主菜主菜 pizzapizza比薩比薩 noodlesnoodles面條面條 potato potato 土豆土豆 mushroommushroom蘑菇蘑菇 steaksteak牛排牛排 beef beef 牛肉牛肉 chickenchicken雞肉雞肉 duckduck鴨鴨 Beijing Roast DuckBeijing Roast Duck北京烤鴨北京烤鴨 muttonmutton羊肉羊肉 fishfish魚魚 p

52、orkpork豬肉豬肉 酒水飲料 black teablack tea紅茶紅茶 green teagreen tea綠茶綠茶 jasmine teajasmine tea茉莉花茶茉莉花茶 black coffeeblack coffee清咖啡清咖啡 white coffeewhite coffee加奶的咖啡加奶的咖啡 milkmilk牛奶牛奶 yogurtyogurt酸奶酸奶 spritesprite雪碧雪碧 juicejuice果汁果汁 mineral watermineral water礦泉水礦泉水 iced watericed water冰水冰水 ice cubeice cube冰塊冰塊

53、 lemonade lemonade 檸檬水檸檬水 wine wine 葡萄酒葡萄酒 whiskywhisky威士忌威士忌 brandy brandy白蘭地白蘭地 cocktailcocktail雞尾酒雞尾酒Fruit (Fruit (水果水果) ) bananabanana香蕉香蕉 pearpear梨梨 strawberrystrawberry草莓草莓 cherrycherry櫻桃櫻桃 lemonlemon檸檬檸檬 peachpeach桃桃 water melonwater melon西瓜西瓜 Hami melonHami melon哈密瓜哈密瓜 lycheelychee荔枝荔枝 Kiwi fruit Kiwi fruit 獼猴桃獼猴桃調(diào)味品調(diào)味品 cooking oilcooking oil食用油食用油 saltsalt鹽鹽 gourmet powdergourmet powder味精味精 soy saucesoy sauce醬油醬油 vinegarvinegar醋醋 olive oilolive oil橄欖油橄欖油 Chinese onionChinese onion大蔥大蔥 gingerginger姜姜 garlicgarlic大蒜大蒜 pepperpepper胡椒胡椒 chillichilli紅辣椒紅辣椒烹飪常用動詞烹飪常用動詞 pan-fry