五星級酒店英語培訓教材

1、學好英語讓效勞更上一層樓五星級酒店外語培訓We believe that English will bring you to a totally new world我們相信英語將帶您到一個全新的世界課程安排 Part 1 酒店根本禮貌用語 Part 2 前臺效勞 Part 3 餐飲效勞 Part 4 客房效勞 Part 5 日常知識 經(jīng)典語句Part 1酒店根底禮貌效勞用語 1、 禮貌地與客人打招呼及稱呼客人，表示你 對他們的熱情歡送: 早上好，小姐/先生。 Good morning, madam/sir. 下午好，小姐/先生。 Good afternoon, madam/sir.晚上好，小姐

2、/先生。 Good evening, madam/sir. 客人喜歡聽你稱呼他的姓氏，因此盡可能常用，如：“王先生，陳小姐，李太太等。 “很快樂再次見到您歡送再次光臨， 王先生?！癗ice to see/ meet you again, Mr. Wang.或與客人互相應酬： “您今天好嗎？ “How are you ( today)?返 回Part 1酒店根底禮貌效勞用語 很好，謝謝您？Im very well, /Im fine, too. Thank you. Useful Words and Expressions: 1) Sir (先生) 2) Madam 女士、夫人3) Miss(小

3、姐) 4) Ms.(女士、小姐)5) the lady with you(和您一起的女士)6) Good morning/ afternoon/ evening!7) Glad / Nice to 8) How do you do? /How are you ?Part 1酒店根底禮貌效勞用語 2、What can I do for 主動向客人提供幫助: 我可以幫您嗎？May I help you? you? 盡量為客人多做一點： 還有什么需要我?guī)湍鷨?？Is there anything else I can do for you ？ Useful Words and Expressions:

4、1) May /Can I ?2) If you need my help , just call me please.Part 1酒店根底禮貌效勞用語 3 、記住一些能討人喜歡的言詞: 謝謝。Thank you. 別客氣。 You are welcome. 對不起。 Im sorry. 沒關系。Thats all right. 請。Please. Useful Words and Expressions:1) welcome 2) Thats all right.Part 1酒店根底禮貌效勞用語 4 、打攪客人之前，要提示客人： 打攪了Excuse me 這個情形可能包括諸如：打斷客人談話，

5、為客人上菜時，進客房之前，請客人讓路，你在效勞時中途退場等。 5、 向客人呈遞某物時： 這是您的Here is / are your(key, newspaper, boiled water, breakfast,lunch ,supper)Here you are.Part 1酒店根底禮貌效勞用語 6、 要客人等待時，要先有交代: 請稍等一會兒。Just a moment, please. Wait a minute, please. 我一會兒就來。I will be with you in a moment. 再返回客人身邊時，對久等的客人說抱歉： 對不起，讓您久等了。 Sorry to

6、have kept you waiting .Part 1酒店根底禮貌效勞用語 7 、聽不明白客人說話時，不要臆想，你可以： 請再說一遍好嗎？ I am sorry, I dont understand. Could you show me?I beg your pardon.8 、當客人因行動笨拙而顯露為難時， 撫慰客人說： 請慢慢來，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)椭?，?告訴我。 My name is . Please let me knowif theres anything I

7、 can do for you.Can I help you?Part 1酒店根底禮貌效勞用語 10 、與客人友好地辭別，讓 客人對你和酒店留下深刻印象: 再見。Goodbye. 祝您今天過得愉快。Have a nice day. 祝您在這居住愉快。Wish you happy here. 對要離店客人報以祝愿： 希望很快又見到您。 Hope to see you again soon. 祝一路順風。Have a nice trip.Part 1酒店根底禮貌效勞用語 11、 在三響之內迅速接聽 : 拿起 時： 早上好/ 下午好/ 晚上好，這 是_部門/ 部份名稱。我是，我可以幫您嗎？Good

8、morning/ Good afternoon/Good evening, This is (Name of your department/ outlet). speaking. May I help you? 掛 前： 多謝您的來電。 Thank you for calling.Part 1酒店根底禮貌效勞用語 12、 禮貌地回應客人的請求或詢問: 當你能滿足客人要求時，要馬上采取行動： 好的，小姐/先生，我馬上拿給您。Certainly, madam/sir. I will get it right away. 是的，小姐/先生，我馬上幫您處理。Yes, madam/sir. I wil

9、l take care of it at once. 當你對客人的詢問不肯定時： 對不起，我不太確定。如果您能等一會，我 馬上去查找。Sorry, I am not sure. If you wait a minute, Ill tryto find out. 當你不能滿足客人要求時： 我恐怕這違反酒店的規(guī)定。Im afraid it is against hotel regulation. 對不起，我們不允許這樣做。Im sorry, we are not allowed to do this.Part 1酒店根底禮貌效勞用語 對不起，恐怕我們沒有客人要的東西。I m sorry, I m

10、afraid we donthave(things guests want). 這時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 in the basement)?Part 1酒店根底禮貌效勞用語13、 當你請求客人做某事時： 您可以在這里簽名嗎？Could you (sign here)? 您介意稍后再來 嗎？ Would you mind (calling back later)? 我可以知道您的嗎？ May I (have your name)?14 、為客人指示方向: 請跟我來。Follo

11、w me please. 請一直往前走。Please go straight ahead. 請向右轉/左轉。Please turn right / left. 它在 樓上。It is on the floor.Part 1酒店根底禮貌效勞用語 15、 處理投訴，錯誤時: 謝謝您告訴我們，小姐/先生。我會向經(jīng)理報告這件事， 請接受我們的抱歉。Thank you for telling us, madam / sir, Ill inform my managerabout it.Please accept our apology. 我非常抱歉，小姐/先生，是我們出過失了，我馬上改正 過來。/ 我馬

12、上去查這件事。Im terribly sorry, madam / sir. There could have been somemistakes. Ill have it corrected at once. / Ill look into thematter at once.Part 1酒店根底禮貌效勞用語 歡送和問候語:(Welcoming & Greeting) 1) Good morning(afternoon, evening),sir(madam).早上(下午、晚上) 好，先生(夫人) 。 2) How do you do!您好！(初次見面)How do you do ?

13、 您好！Glad to meet you . 很快樂見到您。 3) Were glad to see you again.很快樂見到你。 4) Welcome to our hotel(restaurant,). 歡送您到我們賓館(餐廳) 來。Part 1酒店根底禮貌效勞用語歡送和問候語:(Welcoming & Greeting) 5) Wish you a most pleasant stay in our hotel .愿您在我們酒店過得愉快。 6) I hope you will enjoy your stay with us . 希望您在我們賓館過得愉快。 (客人剛入店時)

14、I hope you are enjoying your stay with us .希望您在我們賓館過得愉快。(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得愉快。(客人離店時) 7) Have a good time !祝您過得愉快！Part 1酒店根底禮貌效勞用語 用語： 8) Fudu Hotel, Front Desk. Can I help you ?富都大酒店，前廳。您找誰？ 9) Sorry , Ive dialed the wrong number. 對不起，我撥錯號了。10) May I sp

15、eak to your General Manager? 能和你們總經(jīng)理說話嗎？Speaking. 我就是。11) Sorry. He is not in at the moment . 對不起，他現(xiàn)在不在。 Would you like to leave a message ? 您要留口信嗎？12) Pardon ? 對不起，請再說一遍好嗎？ I beg your pardon ? 對不起，請再說一遍好嗎？Part 1酒店根底禮貌效勞用語祝賀語(Expressing good wishes)： 13)Congratulations! 祝賀您！14) Happy birthday! 生日快樂！

16、15) Happy New Year! 新年快樂！16) Merry Christmas! 圣誕快樂！17) Have a nice holiday! 節(jié)日快樂！18) Wish you every success! 祝您成功！Part 1酒店根底禮貌效勞用語致謝及對致謝的答復 (Expressing thanks and answers to thanks) 19) Thank you (very much). 謝謝您(非常感謝) 。20) Thank you for your advice(information,help). 感謝您的忠告(信息、幫助) 。21) Its very kin

17、d of you . 謝謝，您真客氣。22) You are welcome. 不用謝。23) Not at all (Dont mention it ). 不用謝。24) Its my pleasure / With pleasure ./ My pleasure .很快樂為您 效勞。Part 1酒店根底禮貌效勞用語致歉語(Apologizing) 27) Excuse me . 不好意思，打攪一下！打攪客人時 28) Im sorry . 很抱歉。 29) Im awfully sorry. 真是很抱歉！ 30) Im sorry . Its my fault . 對不起，那是我的過錯。

18、31) Sorry to have kept you waiting . 對不起，讓您久等了。 32) Sorry to interrupt you . 對不起，打攪您了。 33) Im sorry about this. 對此表示歉意。 34) I apologize for this. 我為此抱歉。 35) Thats all right . 沒關系。 36) It doesnt matter. 沒關系。 37) Its nothing. 這沒什么。Part 1酒店根底禮貌效勞用語征詢語(Asking & inquiring): 38) Can(May ) I help you ?

19、 Yes ,please . 我能幫您什么嗎？好的。39) What can I do for you ? 我能為您干點什么嗎？ 40) Is there anything else I can do for you ? 有什么我能為您效勞的？41) Just a moment , please . 請稍等一下。 42) May I have your signature here, sir? 請您在這里簽名。 43) May I take your order now? 可以點菜了嗎？ 44) Would you to have a cup of tea? 您來一杯茶嗎？Part 1酒店根底

20、禮貌效勞用語指路用語(Directing): 45) Let me show you. 我給您帶路吧。/ 我指給您看。 46) Go straight ahead. 直走。 47) It will be on your right hand side. You cant miss it. 就在您的右手邊。您會看到的。 48) Its on the second(third) floor. 在二(三) 樓49) Excuse me. Where is the washroom？(restroom , elevator) 對不起，請問盥洗室(電梯) 在哪兒？ This way ,please. 請

21、這邊走。 50) Turn left/right at the first exist. 在第一個出口往左(右) 轉。51) Go down to the lobby. 往下走到大堂。 52) Please take the lift to the 3rd floor. 請乘電梯到三樓。Part 1酒店根底禮貌效勞用語提醒用語(Arousing attention): 53) Mind(Watch) your step. 請走好。54) Please be careful. 請留神。55) Please dont leave anything behind. 請別遺忘您的東西.56) Dont

22、 worry，madam. Well see to it. 夫人，請別擔憂。我們會跟進這件事情的。57) Please take it easy , madam. 夫人，請慢慢來。58) Please dont smoke here. 請不要在這里抽煙。Part 1酒店根底禮貌效勞用語辭別語(Saying good-bye): 59) Goodbye. (and have a nice day) 再見！祝您愉快！60) See you later. 等會見。61) Good night. 晚安。62) See you tomorrow. 明天見。63) Goodbye and thank yo

23、u for coming. 再見，謝謝您的光臨。64) Goodbye and hope to see you again. 再見，希望再見到您。65) Have a nice trip! 一路平安！66) Wish you a pleasant journey! Good luck! 祝您旅途愉快！返 回Part 2 The Front Office前臺效勞 Unit 1 Room Reservations 預訂客房 Unit 2 Reception 迎賓接待 Unit 3 Check-in 入住賓館 Unit 4 To Deliver Luggage 提送行禮 Unit 5 Complai

24、ning of Service 投訴效勞 Unit 6 Check-out 結賬離店返 回Part 2 The Front Office 前臺效勞/ 預訂客房Sentences必背金句 For which dates?/ When for? 預訂什么時間的？ Which kind of room would you like? 你想要什么要的房間？ We have a twin at 580 yuan(RMB) and another at 380 yuan (RMB), Which would you prefer? 我們有一間人民幣580元和一間380元的雙人間，您想訂哪一間？ Im so

25、rry, sir. We are fully booked on that day. 對不起，先生。我們那天的 房間已經(jīng)訂滿。 We dont have any vacancies for that day. 那天我們沒有空房了。 Is it possible for you to change your reservation date? 您可不可以訂別的 時間的？ May I have your name/ your phone number/ your passport number? 我可 以知道您的名字、 號碼、護照號碼嗎？ Id like to confirm your reser

26、vation. 我要確認一下您的預訂。Part 2 The Front Office 前臺效勞/ 預訂客房 Dialogue A: Room Reservations. What can I do for you? B: Yes . Id like to cancel a reservation , for the travel schedule hasbeen changed. A: Thats OK. Could you tell me in whose name the reservation made? B: James. A: And the date of the reservat

27、ion? B: From June 10th for 3 days. A: Excuse me, but is the reservation for yourself or for another party? B: Its for my brother. A:Well, may I have your name and phone number , please? B: Yes, its Hellen Green, and my number is 229-4298 A: Thank you, madam. I will cancel the reservation for June 10

28、the for 3days. We look forward to another chance to serve you. B: Thank you all the same. A:Its my pleasure.Part 2 The Front Office 前臺效勞/ 迎賓接待 Sentences必背金句 Welcome to our hotel. 歡送來我們酒店。 Follow me please. 請跟我來。 Hope your enjoy your stay. 希望您住宿愉快！ Good afternoon, madam and sir. Did you have a nice t

29、rip? 太太，先生 下午好！旅途愉快嗎？ I hope you will enjoy your stay with us. 希望您在我們酒店過得愉快！Part 2 The Front Office 前臺效勞/ 迎賓接待 Dialogue 1A: Good morning. Welcome to Fudu Hotel. 早上好！歡送來富都飯店。B: Good morning.早上好！A: How many pieces of baggage do you have? 您有多少件行李？B: Just there four. 就這四件。A: This way, please. 這邊請。Dialog

30、ue 2A: Good afternoon. Welcome to Fudu Hotel. 早上好！歡送來富都飯店。B: Thanks. Good afternoon. 下午好，謝謝！A: Im the doorman, sir. Let me help you with your baggage. 我是門童， 先生，讓我來幫您提行李。B: Its so kind of you. 你真是太好了。A: The reception desk is straight ahead. After you. Please. 接待處就在前面，請您先走。Part 2 The Front Office 前臺效勞

31、/ 入住賓館Sentences必背金句 Have you made a reservation, sir? 先生，您預訂了嗎？ Let me see if theres a room available. 我查一下是否有空房。 Will you please fill in the registration form? 請您填一下這個登記表可以嗎？ Heres the key to Room 908 and your room card. Please keepthem. 這是908房間的鑰匙和您的房卡。請您收好。 May I reconfirm your departure date? 我能

32、再確認一下你們離店的日期嗎？Part 2 The Front Office 前臺效勞/ 入住賓館 Dialogue 1A: Good afternoon. Can I help you, sir? 下午好，先生。我能為您做些什么？B: Good afternoon .Id like to check in.下午好，我想要辦理住宿登記。A: Do you have a reservation? 您是否預訂了房間？B: Yes, I do . My name is Betty Gables. 是的，我的名字是貝蒂· 蓋伯斯。 A: Thank you, Miss Gables. Let

33、me check the computer謝謝您，蓋伯斯小姐，我來查一下電腦。B: Sure. 好的。A: You re staying for three days, correct? 您要住3天，對嗎？B: Thats right. 沒錯。Part 2 The Front Office 前臺效勞/ 入住賓館 Dialogue 2A: Good afternoon. Welcome to the Shangri-la Hotel. May I help you?午安，歡送光臨香格里拉大酒店。能為您效勞嗎？B: Yes, Id like to check-in, please. 我要登記住宿。

34、 A: Certainly, sir. May I have your name, please? 好的，請問大名？B: Yes, its Robert Zimmerman. 我叫勞勃特·西摩門。 A: Do you have a reservation with us, sir? 先生，您有沒有預約？ B: Yes, for tonight. 有的，預約今晚。A: Just a moment, please. Ill check our reservation recordThank you for waiting, sir. Your reservation is for a s

35、ingle room for three nights. Could you fill out the registrations card, please? 請稍后，我查一下預約 記錄。讓您就等了，您預約了3個晚上的單人房。請?zhí)顚戇@張登記卡好嗎？B: Sure. (fill out card). 好的。填寫卡片Part 2 The Front Office 前臺效勞/ 入住賓館 A: May I reconfirm your departure date? 請再確認您要哪一天離開好嗎？B: Yes, I should be leaving on the 5th. 好的，我會在5號離開。A:

36、How would you like to make payment? 您要如何付款？B: By American Express Card. 用美國運通信用卡。 A: May I take a print of the card, please? Thank you sir. Your room is #543 on the 5th Floor. Just a moment, please. A bell man will show you to your room. I hope you will enjoy your stay. 讓我刷一下您的信用卡，好嗎 ？謝謝您，先生。您的房間是五樓

37、的543號。請稍后，效勞員會帶您過去，希望您住得愉快！返 回Part 2 The Front Office 前臺效勞/ 提送行李必背金句 Sentences How many pieces of baggage do you have? 您有幾見行李？ Watch your step, please. 請小心走。 May I put your bags here? 我可以把行李放在這兒嗎？ Is this your baggage? 這是您的行李嗎？ Is this all you have? 這是您所有的東西嗎？ Ill get the baggage up to your room. 我會

38、把行李送到您的房間去的。Part 2 The Front Office 前臺效勞/ 投訴效勞 dialogue 1A: Excuse me.對不起。B: Yes, Mr. Hendrickson. Can I help you?您好，亨德里克森先生。要我?guī)湍鷨?？A: Yes. Id like to complain. This bill is wrong. Ive been overcharged. It says I sent two faxes from your business centre, but Ive never even been know where it is!是的，我要

39、投訴，這個賬單不對，多收我錢了。帳單上說我在商務中心發(fā)了兩份 ，可我根本就沒去過那兒，我甚至不知 道它在什么地方？B: I see, Mr. Hendrickson, So youve been charged for faxes you didnt send?明白了，亨德里克森先生，您是說您沒有發(fā)過 ，我們卻向您收 錢了？A: Yes, thats right. Im on holiday here. Why would I want to send faxes?是 的，沒錯。我是來這兒度假的，為什么要發(fā) 呢？Part 2 The Front Office 前臺效勞/ 投訴效勞B: Mm,

40、yes, I understand. Can you just wait one moment while I checkwith the business centre? 嗯，好的，我知道了。請您稍等一會，我來問 問商務中心，好嗎？A: Ok. 好的。B: Could I have your passport, please, Mr. Hendrickson? 我看一下您的護 照，好嗎，亨德利克森先生？A: Yeah, here you are. 給你。B: Thank you sirHello, Business Centre? Ive been speaking to(fade). 謝謝您，先生.喂，商務中心嗎？.我剛剛在.漸弱A: Well, sir, Im terribly sorry, but it appears weve made a mistake. The business cen