高星级饭店客房英语培训教材35P.docx
《高星级饭店客房英语培训教材35P.docx》由会员分享，可在线阅读，更多相关《高星级饭店客房英语培训教材35P.docx（43页珍藏版）》请在冰豆网上搜索。
高星级饭店客房英语培训教材35P
高星级饭店客房英语培训教材
HOUSEKEEPINGENGLISHTRAININGCOURSE
内容
Contain
Chapter1.CourtesyEnglish
第一部分礼貌英语
Chapter2.GeneralEnglishConversation
第二部分基本会话
Chapter3.HousekeepingEnglishConversation
第三部分客房英语会话
Chapter4.HousekeepingTerminology
第四部分专业词汇
CourtesyEnglishMulti-SkillHotelEngli
1.见面打招呼:
“GoodMorning,Sir/Madam.”
“GoodAfternoon,Sir/Madam.”
“GoodEvening,Sir/Madam.”
“MayIhelpyou,Sir/Madam?
”
2.能讨人喜欢的谈吐:
“Please”
“ThankYou”
“ExcuseMe”
“PardonMe”
3.客人喜欢听你称呼他的姓氏:
“Mr.”
“Mrs.”
“Mr.&Mrs.”
“Master”
4.普通个人的称呼:
“Sir”
“Madam”
“Miss”
“Sir&Madam”
5.团体客人的称呼:
“Gentlemen”
“Ladies&Gentlemen”
“Ladies”
“Lady&Cattlemen”
6.见面时的寒喧:
“Howareyoutoday,Mr.?
”
“Verywell,Thankyou.Andyourself.Sir?
”
7.应答客人呼唤的词句:
“Yes,Sir/Madam.”
“MayIhelpyou?
”
“I’llbewithyouinamoment,Sir/Madam.”
“Sorrytohavekeptyouwaiting,Sir/Madam.”
8.可以供应客人之要求时,应答:
“Certainly,Sir/Madam.”
“I’llgoandgetitrightaway,Sir/Madam.”
“Yes,Sir/Madam.”
“Immediately,Sir/Madam.”
9.不能供应客人之要求时,应答:
“Sorry,wehaveRunoutof.”
“I’mterriblySorry.Wedon’thave.”
“Awfullysorry.Sir/Madam.Wehavesoldout.”
“I’mAfraidWedonothave.”
10.一时未能肯定是否能供应客人之要求时,应答:
“Ifyouwaitaminute,Sir/Madam.I’lltrytofindout.”
“Yes,Certainly.Allowme.”
11.自我介绍:
“MyNameIs.Callmeanytime.I’mverygladtobeofservice.”
12.当客人向你道谢时:
“Mypleasure”
“You’remostwelcome”
“Gladtobeofservice”
13.当客人向你道歉时:
“That’squiteallright.”
“Itdoesn’tmatter.”
“It’sNothing.”
14.让路给客人:
“I’msorry.”
15.客人微询你的同意可否拿走某物件时:
“Certainly,Sir/Madam.Letmehelpyou.”
“Goaheadplease.You’rewelcome.’
“Yes,ofcourse.AllowMe.”
CourtesyEnglishMulti-SkillHotelEnglish
16.当不能答允客人的要求时:
“Sosorrywecan’tdothat.It’sagainstourrules.”
“I’mterriblysorry,wearenotpermittedtodothis.”
“I’mafraidit’sagainstcompanypolicy.I’msosorry.”
17.当客人由於客气而给你赏物时:
“No,thankyou.You’reverykind.”
“It’sawfullykindofyou.Butno,thankyou.”
18.婉拒客人的要求时:
“No.I’msorry.”
“I’mafraidthat’snotso.”
“I’mafraidnot.Unfortunately.”
“Notreally.”
“No,Sir/Madam.Itisnot.”
19.中断与客人谈话时:
“I’msorry.Sir.I’mbeingcalledaway.Haveapleasantday.Sir/Madam.”
“Goodday,Sir/Madam.”
20.若客人客气地先和你说“有个愉快的周未”的时候:
“Youtoo,Sir/Madam.”
“Andyou,Sir/Madam.”
“TheSametoyou,Sir/Madam.’
21.客人因他的缓慢,拙劣而面露尴尬时:
“Pleasetakeyourtime,Sir/Madam.There’snohurry.”
22.要打断客人的谈话时,应说:
“Excusemeforinterrupting.”
“MayItakeupafewmomentsofyourtime?
”
“MayISpeaktoyouforamoment,Sir/Madam?
”
23.当客人催促你时:
“Sorrytohavekeptyouwaiting.I’llseetoitrightaway.”
24.向客人展示单据等物时:
“Hereisyour.Sir/Madam.”
25.接听电话时:
“Goodmorning/Afternoon/evening.Thisis.Mynameis
.MayIhelpyou?
”
26.接受投诉或批评时:
“Thankyoufortellingus,Sir/Madam.Iassureyouitwon’thappenagain.I’llspeaktoourmanageraboutit.Pleaseacceptourapology.”
27.处理错误或达失时:
“I’mterriblysorry.Therecouldhavebeensomemistake.Idoapologise.”
“I’msorry,Sir/Madam.I’lllookintothematteratonce.”
28.当你听不懂时:
“I’msorry.Idon’tunderstand.I’llgetyouthemanager.”
“I’msorry,Idon’tunderstand.Canyoupleaseshowme?
”
29.为客人指示方向:
“Gostraightahead.”
“Turnleft/rightatthefirstcorner.”
“Gouptheescalator.”
“Godowntothelobby.”
“Sorry,I’mnotsure.Ifyou’llwaitaminute.I’llbegladtofindoutforyou.”
30.请客人作某种事情时:
“Couldyou（Signhere）,please?
”
“MayIaskyouto（returnin5minutes）Sir/Madam?
”
“CouldIHave（yourname）Sir/Madam?
”
“Please（comethisway）
GeneralEnglishConversationMulti-SkillHotelEnglish
UNIT1:
GREETINGS&FAREWELLS
VOCABULARY
welcome欢迎friend朋友farewell告别
identify识别definitely肯定safe安全的
enjoy喜欢pleased高兴sure当然
trip旅游weekend周末again再
lookforwardto盼望satisfaction满意
PHRASESONTHEJOB
Goodmorning.GoodAfternoon.Goodevening.Welcomeback.
早上好。
下午好。
晚上好。
欢迎回来。
Hello.Howdoyoudo?
Howareyou?
你好。
你好你好吗？
Fine,thankyou,andyou?
Good-bye.Goodnight.
很好，谢谢，你呢？
再见。
晚安。
Itwasnicetoseeyouagain.Haveagoodevening.Seeyoulater.
很高兴又见到你。
晚上愉快。
回头见。
Haveagoodweekend.Haveasafetrip.Haveagoodday.Hopetoseeyouagain.
周末愉快。
一路平安。
祝您愉快。
希望再见到您。
Thankyouforcoming.（Thanksforcoming）Lookforwardtoseeingyouagain.
感谢光临。
盼望再见到您。
TALKINGTOTHEGUEST:
Staff:
Goodmorning.Mr.Smith.Howareyoutoday?
Guest:
Goodmorning,Jane.I’mfine,thanks,andyou?
Staff:
I’mfine,too.Areyouchecking-outtoday?
Guest:
Yes,Ithinkso.
Staff:
Didyouenjoyyourstayhere?
Guest:
Yes,Idid.
Staff:
Ihopeourserviceistoyoursatisfaction.
Guest:
Sure.I’mverypleasedwitheverythinghere.
Staff:
Thankyou.Iwishyouanicetriphomeandlookforwardtoseeingyouagain.
Guest:
Thankyou.I’lldefinitelycometotheRenaissancenexttimeI’minTianjin.
GeneralEnglishConversationMulti-SkillHotelEnglish
UNIT2:
INTRODUCTIONS
VOCABULARY
introduction介绍happy高兴spellout拼写出来
meet会见glad高兴firstname名
pleased高兴nice很好lastname姓
certainly当然了pleasure高兴enjoy喜欢
PHRASESONTHEJOB
MynameisJohnSmith.It’snicetomeetyou.I’mgladtomeetyou.
我叫约翰.史密斯很高兴见到您。
很高兴见到您。
I’mMaryCopper.I’mpleasedtomeetyou.
我叫玛丽.库伯。
很高兴见到您。
LetmeintroduceyoutoJohnSmith.I'dliketointroduceyoutoMarySilver.
我把你介绍给约翰.史密斯。
我想把你介绍个玛丽。
I’dlikeyoutomeetMr.Thomson.Idon'tthinkwe'vemetbefore.
希望你认识一下托玛斯先生。
我想我们以前没见过。
Havewemetbefore?
You’renewhere,aren'tyou?
我们以前见过面吗？
你是新来的，对吗？
TALKINGTOTHEGUEST:
Staff:
Goodmorning.MayIknowyourname?
Guest:
Certainly.MynameisJohnParkinson.
Staff:
Wouldyoupleasespellyourlastname?
Guest:
Sure.P-a-r-k-i-n-s-o-n.
Staff:
HowdoyoudoMr.Parkinson?
Welcometoourhotel.
Guest:
Howdoyoudo?
Verynicetomeetyou.
Staff:
Hopeyou’llenjoyyourstayhere.
Guest:
IthinkIwill.
Staff:
Seeyoulater.
Guest:
Seeyou.
GeneralEnglishConversationMulti-SkillHotelEnglish
UNIT3:
APOLOGIES
VOCABULARY
excuse原谅apologize请求原谅mistake错误
forgive原谅mind介意assure保证
sorry对不起rightaway马上happen发生
bill帐单check检查，帐单
PHRASESONTHEJOB
Excuseme.I’msorry.Pleaseforgiveme.That’sOK.
打扰一下。
对不起。
请原谅。
没什么。
Idoapologize.That'sallright.Pleaseacceptourapology.
我很抱歉。
没关系。
请接受我们的歉意。
Wouldyoupleasewaitamoment?
Wouldyoumindwaitingasecond?
请稍等好吗？
请稍等好吗？
Ididn’tmeanforthattohappen.Iassureyouitwon'thappenagain.
我是不想出这种事的。
我向您保证以后不再发生这种事。
TALKINGTOTHEGUEST:
Guest:
Excuseme.Ithinkthereisamistakeinmybill.
Staff:
I’msorrytohearthat.I’llcheckforyourightaway.Wouldyoupleasewaitamoment?
Guest:
OK.（amomentlater）
Staff:
Idoapologize,Mr.Smith.Thereisamistakeinyourbill.Iassureyouitwon’thappenagain.
Guest:
Well,that’sallright.
GeneralEnglishConversationMulti-SkillHotelEnglish
UNIT4:
OFFERINGHELP
VOCABULARY
appreciate喜欢grateful感谢offer提供
assist帮助favor喜欢desire希望
request要求hesitate犹豫mind介意
trouble麻烦welcome欢迎followme跟
corridor走廊show展示serve服务
end尽头
PHRASESONTHEJOB
AnythingIcandoforyou?
Ifthere’sanythingIcandotohelp,pleaseletmeknow.
我能为您做些什么？
如果有我能帮忙的话，请告诉我。
CanIhelpyou?
IfIcanbeofassistance,pleasedonothesitatetoask.
我能帮忙吗？
如果要我帮忙，别犹豫，尽管讲。
Doyouneedanyhelp?
I'dbeverygladtohelpyou.
要帮忙吗？
很高兴认识您。
CanIgiveyouahand?
Ifyouwouldn’tmind.
要帮忙吗？
如果你不介意。
Ifyoudon'tmind.Ifit’snotrouble.
如果你不介意。
如果不麻烦的话。
There’snohurry.Pleasetakeyoutime.
不着急。
不着急。
Goingup?
Goingdown.
上楼吗？
下楼。
TALKINGTOTHEGUEST:
Staff:
Excuseme.MayIhelpyou?
Guest:
Yes,I’mlookingformyroom.
Staff:
MayIknowyourroomnumber,please?
Guest:
Yes,Myroomnumberis358.
Staff:
That’sattheotherendofthecorridor.Followme,please.I’llshowyoutoyourroom.
Guest:
Thankyou.It’sverykindofyou.
Staff:
It’smypleasuresoserveyou.Pleaseenjoyyourstay.
Guest:
Yes.Iwill.
*****
Staff:
Goingup,sir?
Guest:
Yes.
Staff:
Watchyoursteps,please.Theflooriswet.
Guest:
OK.Thankyou.
Staff:
Bytheway,mayIhelpyouwithyourluggage?
Guest:
Sure.That’sverykindofyou.
Staff:
You’remostwelcome.
GeneralEnglishConversationMulti-SkillHotelEnglish
UNIT5:
THANKSANDREPLIES
VOCABULARY
repair修理kitchen厨房wire电线
light灯noisy吵indeed的确
bytheway顺便说一下electrician电器师colleague同事
assoonaspossible尽可能早helpsb.withsth.帮某人做某事
PHRASESONTHEJOB
Thanks.Thankyouverymuch.Thankyoueversomuch.
谢谢。
非常感谢。
太感谢了。
Iappreciatethat/it.That’sverykindofyou.Youaresosweet.
我很感激。
你太好了。
你真甜。
Thankyoujustthesame.You’remostwelcome.It’smypleasuretoserveyou.
同样得谢谢您。
不客气。
很荣幸为您服务。
That’squiteallright.I’mpleasedtobeofservicetoyou.Iknownexttonothing.
一点儿关系都没有。
愿意为您效劳。
我几乎一窍不通。
TALKINGTOTHEGUEST:
Staff:
Goofafternoon.MissThomson.I’mheretorepairyourlight.
Guest:
That’sverynice.It’sthisoneinthekitchen.Itdoesn’twork.
Staff:
Letmehavealook.Oh,awireisloose.Now,it’sallright.
Guest:
Yes,itis.Thankyouverymuchindeed.
Staff:
It’smypleasure.
Guest:
Bythe
升级会员 