酒店英语培训教材.docx
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酒店英语培训教材
珍珠岛高尔夫会所
酒店英语培训教材
DandongPearl-IslandHotel
HotelEnglishtrainingmaterial
第一章酒店基础英语………………………………………………1
第二章酒店前台英语………………………………………………7
第三章酒店礼宾英语………………………………………………17
第四章酒店商务中心英语…………………………………………23
第五章酒店总机英语………………………………………………26
第六章酒店客房英语………………………………………………28
第七章酒店餐饮英语………………………………………………34
第八章酒店收银英语………………………………………………42
第一章酒店基础英语
●礼貌用语CourtesyEnglish
Goodmorning/afternoon/evening,Sir/Madam.早上好/下午好/晚上好。
Nicetomeetyou.很高兴见到你。
Welcometoourhotel.欢迎光临我们酒店。
Haveagoodtime.祝您在酒店过的愉快。
●用语Telephonesentences
Waitamoment,please.对不起，请稍等。
Sorry,heisnoinatthemoment.对不起，他暂时不在。
Ibegyourpardon?
对不起（我没听清楚）。
Couldyouspeakalittleslower,please？
请您稍微讲慢一点。
●答用语Thanksandanswer
Thankyou.。
It’sverykindofyou.，您真客气。
Youarewelcome.不用。
Itismypleasure.非常乐意为您服务。
Iamatyourservice.随时为您服务。
Thatisallright.没关系。
●征询语Consult
CanIhelpyou?
/HowmanyIhelpyou?
我能为您做些什么？
Whatisyoursuggestion?
您有什么意见或建议吗？
Excuseme;mayIhaveyourname?
对不起，请问您怎么称呼？
●指路Askingandgivingdirections
Thisway,please.这边请。
Goahead,andturntotheleft/right.往前走，然后左/右转。
Itisonthesecondfloor.在二楼。
Itisnextto…紧靠着…
Itisoppositethe…在…的对面。
Iwilltakeyouthere.我带您去。
Goupstairstothethirdfloor.往楼上走到三楼。
Whereisthetoilet?
卫生间在哪？
Youfirst,please.您先请。
●提醒用语recallingwords
Watchyourstep.请走好。
Becareful,please.请小心。
Donotworry.别担心。
Takeiteasy.别紧。
Pleasedonotsmokehere.请不要在这吸烟。
Pleasedonotleavinganythingbehind.请别忘了您的东西。
●道歉Apology
Iamsorry.对不起。
Sorrytokeepyouwaiting.对不起，让您久等了。
Waitamoment,Iwillasksomebodytohandleit.请稍等，我马上叫人来处理。
●告别Farewell
Goodbye.再见。
Seeyoulater.一会见。
Goodnight.晚安。
Seeyoutomorrow.明天见。
Haveagood/nicetrip.旅途愉快。
Wishyouhaveapleasantjourney.祝您旅途愉快。
Goodluck.祝你好运。
Goodbyeandthanksforcoming.再见，感您的光临。
Goodbyeandhopetoseeyouagain.再见，欢迎下次再来。
Iamgladtobeservicetoyou.很高兴能为您服务。
●酒店部门名称Namesofhotelsections
总经理办公室Generalmanagers’office
餐饮部FoodandBeverageDepartment
前厅部Frontoffice
客房部HousekeepingDepartment
销售部SalesandmarketingDepartment
人力资源部HumanresourceDepartment
培训部TrainingDepartment
康乐部RecreationDepartment
工程部EngineeringDepartment
保安部SecurityDepartment
财务部FinancialDepartment
采购部PurchasingDepartment
●营业场所名称Namesofbusinessplace
前台FrontOffice礼宾部Concierge
商务中心BusinessCenter总机Operator
健身中心Fitnesscenter游泳池Swimmingpool
中餐厅ChineseRestaurant西餐厅WesternRestaurant
餐厅KoreanRestaurant大堂吧LobbyBar
咖啡厅CofferShop收银Cashier’s
美容美发BeautySalon商店Store
●职位Position
总经理GeneralManager
副总经理AssistantgeneralManager
大堂副理AssistantManager经理Manager
主管Supervisor领班Captain
客房服务员Attendant接待员Receptionist
餐厅男服务员Waiter餐厅女服务员Waitress
调酒员Bartender接线员Operator
职员Clerk秘书Secretary
司机Driver行员Bellman
收银员Cashier
●数字Number
基数序数
onetwofirstsecond
threefourthirdfourth
fivesixfifthsixth
seveneightseventheighth
ninetenninthtenth
●星期Week
星期一Monday星期二Tuesday
星期三Wednesday星期四Thursday
星期五Friday星期六Saturday
星期日Sunday
●月份Month
一月January二月February三月March
四月April五月May六月June
七月July八月August九月September
十月October十一月November十二月December
●季节Seasons
春季Spring夏季Summer秋季Autumn冬季Winter
●节日和庆祝日FestivalandCelebrations
新年NewYear元旦NewYear’sDay
春节SpringFestival复活节Easter
感恩节Thanksgivingday国庆节NationalDay
圣诞节Christmas平安夜ChristmasEve
第二章酒店前台英语
基本句型
●预订服务
1、Goodmorning.ThisisRoomreservation.MayIhelpyou?
早上好，客房预订处，我能为您做什么？
2、Whatkindofroomwouldyouliketoreserve?
您想订哪种类型的房间?
3、Asingleroomoradoubleroom?
要单人间还是双人房间？
4、Forwhichdatesdoyouwanttobooktherooms?
您想订哪几天的房间呢？
5、Whattimewillyoubearriving?
您将在何时到达？
6、MayIhaveyourname,please?
您能告诉我您的名字吗？
7、Howlongwillyoubestaying?
您将要住多久？
8、I’dliketoconfirmyourreservation.
我要确认一下您的预订。
9、I’llchecktheroomavailability.
我查查客房预订情况。
10、YoushouldpayadepositofUS$1000beforehand.
您应预期付1000美元的定金。
11、Thereisa10percentdiscount.
10%的折扣。
●接待服务
1、Whatkindofroomwouldyoubeprefer?
您要什么样的房间？
2、Doyouhaveareservation?
您预订了吗？
3、Asingleroomoradoubleroom?
要单人间还是双人房间？
4、Adoubleroomcosts368Yuanpernight.
双人房的房价是每晚368元。
5、Breakfastisalsoincluded.
早餐也包括在。
6、MayIseeyourpassport?
我能看一下您的护照吗？
7、Couldyoufillinthisform,please?
请您填一下这登记表好吗？
8、Thisisyourroomcardandroomkey.
这是您的房卡和房间钥匙。
9、MayIhaveyoursignaturehere,please?
请您签一下名，好吗？
10、Ifyouleaveafter6:
00p.m,you’llhavetopaythefullaccount.
晚上六点以后退房,按全天收费计算.
11、You’llhavetoregisterindividually,please.
请你们分开登记。
12、Howwouldyouliketopay,sir,incashorbycreditcard?
先生，请问您是用现金付款还是用信用卡付账？
13、Ifeelterriblysorry.Thisisthebusiestseasonandallkindsofroomsarefullybooked.
非常抱歉，这个季节人多，各种房间都订满了。
14、Doyouknowwhichunitisresponsibleforthereception?
您知道您是由哪个单位负责接待的吗？
15、Couldyoukeepyourroomkeyuntilyoucheckout?
请您在住宿期间自己保管钥匙，直到结帐离开。
●收银服务
1、Hereisyourbill.It’s2000Yuaninall.
这是您的账单。
总共2000元。
2、Howwouldyouliketopay,sir,incashorbycreditcard?
先生，请问您是用现金付款还是用信用卡付账？
3、Pleasecheckitandsignhere.
请核对一下，在这里签个字。
4、Iwillwriteoutareceiptforyou.
我给您开一收据。
5、MayIcheckthedetailsforyou,please?
我能为您核对账单上的详细容吗？
6、Doyouhaveanychargesforthismorning?
您今天是否挂帐用酒店的服务?
7、We’llhavetochargeyou$10extra.
我们要向您额外收10美元。
8、Didyoumakeanyphonecallsfromroom,sir?
先生，您从房间打过吗？
9、Excuseme,sir,butIdon’tthinkthatwillbeenough.
先生，对不起，我认为钱数不够。
10、Iamsorry,sir,therehasbeenanerrorinyourbill.PleasewaitaminutewhileIcorrectit.
对不起，先生，您的帐单算错了。
请稍候，我马上把它改过来。
11、Isyourbaggagedownyet,sir?
Couldyoucheckoutafteryourbaggagehasbeenbroughtdown,please?
先生，您的行拿下来了吗？
能请您在行拿下来后再结帐吗？
12、Sorry,yourcreditcardhasbeenstoppedpaying.Accordingtotheregulationsofbank,itmustbecancelled.
对不起,您的信用卡已经止付。
根据银行规定要取消。
情景对话
●Checkin----1办理入住
C:
Goodafternoon,sir.Welcometoourhotel.MayIhelpyou?
G:
Yes.Ibookedaroomoneweekago.
C:
MayIhaveyournameplease,sir?
G:
JohnSmith.
C:
Justamoment,Mr.Smith.WhileIlookthroughoutlist.Yes,wedohaveareservationforyou,Mr.Smith.Acityviewsingleroomfor2days.Theroomrateis500RMBpernightincludebreakfast.Isthatcorrect?
G:
That’sit.
C:
MayIhaveyourpassport?
G:
Sure.Hereyouare.
C:
Thankyou.（FilltheR/C）MayIhaveyoursignaturehere?
G:
Sure.
C:
Thankyou,Mr.Smith.Andhowwouldliketopayyourdeposit,bycreditcardorbycash?
G:
Bycreditcard,hereyouare.
C:
Thankyou.Iwouldprint2500RMBfordeposit.
G:
OK.
C:
Couldyoupressthepassword,please?
G:
Yes,Certainly.
C:
Thankyou.AndmayIhaveyoursignaturehere?
（Theguestsignthereceipt）
Thankyou.Noweverythingisinorder.Andhereisyourkey.Mr.Smith.Yourroomisonthe11thfloor.Andthebreakfastisonthesecondfloorfrom6:
30amto9am.Pleasemakesurethatyouhaveitwithyouallthetime.Youneedtoshowitwhenyousignforyourmealsanddrinksintherestaurantsandthebars.
G:
Yes,I’llkeepitwithcare,thankyou.
C:
Youarewelcome,theelevatorisbehindyou.Ihopeyouenjoyyoursstaywithus.
●Checkin----2办理入住
C:
Goodafternoon,madam.CanIhelpyou?
G:
Goodafternoon,Iwantaroom,please.
C:
Haveyoumadeareservation?
G:
No,Ihaven’t.
C:
Howlongdoyouwanttostay?
G:
Threedays.
C:
Whatkindofroomswouldyouprefer,thekingroomorthetwinroom?
G:
I’dlikeakingroomwhichIcanseetheriverintheroom.
C:
Isee,Madam.Wehavetheriverviewkingroom,andtheroomrateis500RMBpernightincludeabreakfast.
G:
ItisgoodandIwillgetit.
C:
MayIseeyourpassport?
G:
Ofcourse.Hereyouare.
C:
Thankyou,Madam.MayIhaveyoursignaturehere,please?
G:
Yes.Hereitis.
C:
Thankyou.Andhowwouldliketopayyourdeposit,bycreditcardorincash?
G:
Bycreditcard,hereyouare.
C:
Thankyou.Iwouldprint2500RMBfordeposit.
G:
OK.
C:
Couldyoupressthepassword,please?
G:
Yes,Certainly.
C:
Thankyou.AndmayIhaveyoursignaturehere?
（Theguestsignthereceipt）
Thankyou.Noweverythingisinorder.Andhereisyourkey.Mr.Smith.Yourroomisonthe8thfloor.Andthebreakfastisonthesecondfloorfrom6:
30amto9am.Pleasemakesurethatyouhaveitwithyouallthetime.Youneedtoshowitwhenyousignforyourmealsanddrinksintherestaurantsandthebars.
G:
Yes,I’llkeepitwithcare,thankyou.
C:
Youarewelcome,theelevatorisbehindyou.Ihopeyouenjoyyoursstaywithus.
G:
Thankyouverymuch.Goodnight.
●Checkout---1办理退房
1.C:
Goodmorning.CanIhelpyou?
G:
Yes.Iwouldliketocheckout.CouldIhavemybill.Please?
C:
Certainly,sir,MayIknowyournameandyourroomnumber,please?
G:
Dennisblack,Room1108.
C:
Allright.Isthereanychargeinthemini-bar?
G:
No.
C:
Thankyou.Hereisyourbill,Mr.Black.Thetotalis1800Yuan.
G:
Thefigureseemsright.
C:
Howwouldyouliketopay,Mr.Black,incashorbycreditcard?
G:
Incash.Hereisthemoney.
C:
Thankyou,Mr.Black.Justamoment,please,I’llwriteoutareceiptforyou.…..Hereyouare.
G:
Thankyou.
C:
Youarewelcome.Hopetoseeyouagain.
●Checkout---2办理退房
C:
Goodmorning.CanIhelpyou?
G:
Yes,I’dliketocheckoutnow.
C:
CanIhaveyournameandroomnumber,please?
G:
Johnsmith,room1208.
C:
MayIhaveyourroomkey,please?
G:
Sure.Hereyouare.
C:
Justamoment,please…..Mr.Smith.Hereisyourbill.Wouldyouliketocheckit?
G:
I’msorry.What’sthe20Yuanfor?
C:
That’sforthedrinksyouorderedfromyourroom.
G:
Isee.
C:
Howwouldyouliketomakepay
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