酒店英語(yǔ)禮儀篇課件

1、安徽皇冠大酒店酒店英語(yǔ)禮儀篇課 程一、歡迎和問(wèn)候二、祝賀語(yǔ)三、答謝和應(yīng)答語(yǔ)四、道歉語(yǔ)五、征詢(xún)與應(yīng)答語(yǔ)六、指路用語(yǔ)七、提醒用語(yǔ)八、告別用語(yǔ)九、基礎(chǔ)英語(yǔ)安徽皇冠大酒店基 礎(chǔ) 單 詞 (Vocabulary)安徽皇冠大酒店 問(wèn)候（A）及 回答（B） 1、 A： Good morning /afternoon/ evening, sir/madam. 早上/下午/晚上好，先生/夫人. B： Good morning /afternoon/ evening, sir/madam. 早上/下午/晚上好，先生/夫人. （二）問(wèn)候用語(yǔ)（Greeting） 安徽皇冠大酒店（二）問(wèn)候用語(yǔ)（Greeting） 2、

2、A：How do you do? 您好！ B：How do you do? 您好！ 3、A：Glad to meet you. 很高興見(jiàn)到您！ B：Glad to meet you,too. 很高興見(jiàn)到您！ 安徽皇冠大酒店（二）問(wèn)候用語(yǔ)（Greeting）4、A:How are you ? 您好嗎？ B:Fine,thanks.And you? 好，謝謝，您呢？ 5、A:Howre things going? 最近好嗎 ? B:Pretty good./ Same as usual./ So-So. 很好/ 老樣子 /馬馬虎虎。 安徽皇冠大酒店二、祝 賀 語(yǔ)(Congratulation) C

3、ongratulations! 祝賀您！ Happy birthday! 生日快樂(lè)！ Happy New Year! 新年快樂(lè)！ Merry Christmas! 圣誕快樂(lè)！ Have a nice holiday! 節(jié)日快樂(lè)！ Wish you every success! 祝您成功！（二）回答(Answer) 1、You are welcome. 不用謝。 2、Its my pleasure. 非常高興為您服務(wù)。 3、Dont mention it. 不用謝 。 4、With/My pleasure. 非常高興為您服務(wù)。 5、I am at your service. 樂(lè)意為您效勞。安徽皇

4、冠大酒店主要語(yǔ)句1. Im very sorry. There could have been a mistake, and I do apologize for that.很抱歉。出了錯(cuò)誤，我應(yīng)當(dāng)?shù)狼浮?. I assure you it wont happen again. 我保證此類(lèi)事情不會(huì)在發(fā)生。3. I do apologize for inconvenience on behalf of our hotel. 對(duì)您造成的不便，我謹(jǐn)代表酒店向您道歉。4. Im sorry to tell you that your medicine bottle (cosmetic bottle)

5、was broken by accident . I sincerely apologize for that. 非常抱歉，服務(wù)員在為您清理房間時(shí)，不小心打碎了你的藥瓶 （化妝品瓶子）。5. Im sorry to hear that. Thats unusual. Ill look into the matter at once. 很抱歉，這很不尋常，我立刻去調(diào)查一下。 五、征詢(xún)與應(yīng)答語(yǔ)（Ask And Answer）1. Can (May) I help you? /What can I do for you? 我能為您做什么？Just a moment please, Ill be wi

6、th you right away/ immediately. 請(qǐng)稍等一下，我馬上就來(lái)。3. Just a moment please, Ill be back right now. 請(qǐng)稍等一下，我馬上就來(lái)。安徽皇冠大酒店六、指路用語(yǔ) （Directions）（一）短語(yǔ)（Phrases）1. Go up / down stairs. 上樓/下樓。2. Its on the second (third) floor. 在二（三）樓。3. Turn left / right. 往左/右轉(zhuǎn)。4. This way, please. 請(qǐng)這邊走。5. Follow me please. 請(qǐng)跟我來(lái)。6.

7、After you. / You first. 您先請(qǐng)。7. This way to the elevator 這條路通向電梯8. Go straight,please. 請(qǐng)直走。 安徽皇冠大酒店（二）情景對(duì)話(huà)A:Excuse me, May I help you? 對(duì)不起，打擾一下，請(qǐng)問(wèn)有什么可以幫助您的嗎？B:Yes, Im looking for my room. 我在尋找我的房間。A:May I know your room number, please? 請(qǐng)您告訴我您的房間號(hào)，好嗎？B:Yes, my room number is 358. 好的，我的房間號(hào)是358.A:Follow

8、 me. Please. Ill show you to your room. 請(qǐng)跟著我，我?guī)ツ姆块gB:Thank you. Its very kind of you. 謝謝，您真好。A:Its my pleasure to serve you. Please enjoy your stay. 我很樂(lè)意為您效勞，祝您入住愉快。 B:Yes. I will. 我會(huì)的（二）情景對(duì)話(huà)A:Its my pleasure to serve you. Please enjoy your stay. 我很樂(lè)意為您效勞，祝您入住愉快。B:Yes. I will. 我會(huì)的。A:Going up, sir?

9、 上樓嗎，先生？B：Yes. 是的。A:May I help you with your luggage? 我來(lái)幫您拿行李吧？B:Sure, Thats very kind of you. 好的，謝謝！ A：Youre most welcome. 不客氣。七、提醒用語(yǔ)1. Mind (Watch) your step. 請(qǐng)走好！2. Please be careful. 請(qǐng)當(dāng)心。3. Dont worry (about it). 別擔(dān)心。4. Take it easy. 放心好了。5. Please dont leave anything behind. 請(qǐng)別遺忘物品。6. Please do

10、nt smoke here. 請(qǐng)別在這兒吸煙。 安徽皇冠大酒店5. See you tomorrow. 明天見(jiàn)。6. Have a pleasant journey. 祝您旅途愉快。7. Have a nice day. 祝您今天愉快。8. Good luck. 祝您好運(yùn)。9. See you./ So long. 再見(jiàn)。10. Long time no see. 好久不見(jiàn)。11. Have a nice trip. 一路平安。安徽皇冠大酒店主要語(yǔ)句1. Wish you a pleasant journey! 祝您旅途愉快！2. On the house Sir, .I assure you

11、 that everything will be right next time you come.這是免費(fèi)的。我保證你下次光臨時(shí)，一切都會(huì)妥妥當(dāng)當(dāng)。3. Im looking forward to seeing you again. Good luck！我期盼再次見(jiàn)到你，祝你好運(yùn)！4. Good Bye, and hope to see you again. 再見(jiàn)，希望再見(jiàn)到您 酒店部門(mén)名稱(chēng) （Names of hotel sections）總經(jīng)理辦公室 General managers office 餐飲部 Food and Beverage Department前廳部 Front off

12、ice客房部 Housekeeping Department銷(xiāo)售部 Sales and marketing Department人力資源部 Human resource Department培訓(xùn)部 Training Department康樂(lè)部 Recreation Department工程部 Engineering Department保安部 Security Department財(cái)務(wù)部 Financial Department采購(gòu)部 Purchasing Department營(yíng)業(yè)場(chǎng)所名稱(chēng) （Names of business place）前臺(tái) Front Office 禮賓部 Concierge商務(wù)中心 Business Center 總機(jī) Operator健身中心 Fitness center 游泳池 Swimming pool中餐廳 Chinese Restaurant 西餐廳 Western Restaurant 大堂吧 Lobby Bar收銀 Cashier s 商店 Store數(shù)字 （Number）基數(shù) 序數(shù)one two first secondthree four third fourthfive six fifth sixthseve