客房英语培训优质PPT.ppt
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Cattlemen”5、团体客人的称呼、团体客人的称呼Page8n“Howareyoutoday,Mr.?
”n“Verywell,Thankyou.Andnyourself.Sir?
”6、见面时的寒喧、见面时的寒喧Page9n“Yes,Sir/Madam.”n“MayIhelpyou?
”n“Illbewithyouinamoment,Sir/Madam.”n“Sorrytohavekeptyouwaiting,Sir/Madam.”7、应答客人呼唤的词句、应答客人呼唤的词句Page10n“Certainly,Sir/Madam.”n“Illgoandgetitrightaway,Sir/Madam.”n“Yes,Sir/Madam.”n“Immediately,Sir/Madam.”8、可以供应客人之要求时、可以供应客人之要求时,应答应答Page11n“Sorry,wehaveRunoutof.”n“ImterriblySorry.Wedonthave.”n“Awfullysorry.Sir/Madam.Wehavesoldout.”n“ImAfraidWedonothave.”9、不能供应客人之要求时、不能供应客人之要求时,应答应答Page12n“Ifyouwaitaminute,Sir/Madam.Illtrytofindout.”n“Yes,Certainly.Allowme.”10、一时未能肯定是否能供应客人之要、一时未能肯定是否能供应客人之要求时求时,应答应答Page13n“MyNameIs.Callmeanytime.Imverygladtobeofservice.”11、自我介绍、自我介绍Page14n“Mypleasure”n“Youremostwelcome”n“Gladtobeofservice”12、当客人向你道谢时、当客人向你道谢时Page15n“Thatsquiteallright.”n“Itdoesntmatter.”n“ItsNothing.”13、当客人向你道歉时、当客人向你道歉时Page16n“Imsorry.”14、让路给客人、让路给客人Page17n“Certainly,Sir/Madam.Letmehelpyou.”n“Goaheadplease.Yourewelcome.n“Yes,ofcourse.AllowMe.”15、客人微询你的同意可否拿走某物件、客人微询你的同意可否拿走某物件时时Page18n“Sosorrywecantdothat.Itsagainstourrules.”n“Imterriblysorry,wearenotpermittedtodothis.”n“Imafraiditsagainstcompanypolicy.Imsosorry.”16、当不能答允客人的要求时、当不能答允客人的要求时Page19n“No,thankyou.Youreverykind.”n“Itsawfullykindofyou.Butno,thankyou.”17、当客人由於客气而给你赏物时、当客人由於客气而给你赏物时Page20n“No.Imsorry.”n“Imafraidthatsnotso.”n“Imafraidnot.Unfortunately.”n“Notreally.”n“No,Sir/Madam.Itisnot.”18、婉拒客人的要求时、婉拒客人的要求时Page21n“Imsorry.Sir.Imbeingcalledaway.Haveapleasantday.Sir/Madam.”n“Goodday,Sir/Madam.”19、中断与客人谈话时、中断与客人谈话时Page22n“Youtoo,Sir/Madam.”n“Andyou,Sir/Madam.”n“TheSametoyou,Sir/Madam.”20、若客人客气地先和你说、若客人客气地先和你说“有个愉快有个愉快的周未的周未”的时候的时候Page23n“Pleasetakeyourtime,Sir/Madam.Theresnohurry.”21、客人因他的缓慢、客人因他的缓慢,拙劣而面露尴尬拙劣而面露尴尬时时Page24n“Excusemeforinterrupting.”n“MayItakeupafewmomentsofyourtime?
”n“MayISpeaktoyouforamoment,Sir/Madam?
”22、要打断客人的谈话时、要打断客人的谈话时,应说应说Page25n“Sorrytohavekeptyouwaiting.Illseetoitrightaway.”23、当客人催促你时、当客人催促你时Page26n“Hereisyour.Sir/Madam.”24、向客人展示单据等物时、向客人展示单据等物时Page27n“Goodmorning/Afternoon/evening.nThisis.Mynameisn.MayIhelpyou?
”25、接听电话时、接听电话时Page28n“Thankyoufortellingus,Sir/Madam.Iassureyouitwonthappenagain.Illspeaktoourmanageraboutit.Pleaseacceptourapology.”26、接受投诉或批评时、接受投诉或批评时Page29n“Imterriblysorry.Therecouldhavebeensomemistake.Idoapologise.”n“Imsorry,Sir/Madam.Illlookintothematteratonce.”27、处理错误或达失时、处理错误或达失时Page30n“Imsorry.Idontunderstand.Illgetyouthemanager.”n“Imsorry,Idontunderstand.Canyoupleaseshowme?
”28、当你听不懂时、当你听不懂时Page31n“Gostraightahead.”n“Turnleft/rightatthefirstcorner.”n“Gouptheescalator.”n“Godowntothelobby.”n“Sorry,Imnotsure.Ifyoullwaitaminute.Illbegladtofindoutforyou.”29、为客人指示方向、为客人指示方向Page32n“Couldyou(Signhere),please?
”n“MayIaskyouto(returnin5minutes)Sir/Madam?
”n“CouldIHave(yourname)Sir/Madam?
”n“Please(comethisway)”30、请客人作某种事情时、请客人作某种事情时Page33Chapter2.GeneralEnglishConversation第二部分第二部分基本会话基本会话Page34nVOCABULARYWelcome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UNIT1:
GREETINGS&
FAREWELLSPage35Goodmorning.GoodAfternoon.早上好。
下午好。
Goodevening.Welcomeback.晚上好。
欢迎回来。
Hello.Howdoyoudo?
你好你好吗?
Howareyou?
Fine,thankyou,andyou?
你好吗?
很好,谢谢,你呢?
Good-bye.Goodnight.再见。
晚安。
PHRASESONTHEJOBPage36Itwasnicetoseeyouagain.很高兴又见到你。
HaveaHaveagoodevening.Seeyoulater.晚上愉快。
回头见dweekend.Haveasafetrip.周末愉快。
一路平安。
Haveagoodday.Hopetoseeyouagain.祝您愉快。
希望再见到您。
Thankyouforcoming.(Thanksforcoming)感谢光临。
Lookforwardtoseeingyouagain.盼望再见到您。
Page37Staff:
Goodmorning.Mr.Smith.Howareyoutoday?
Guest:
Goodmorning,Jane.Imfine,thanks,andyou?
Staff:
Imfine,too.Areyouchecking-outtoday?
Yes,Ithinkso.Staff:
Didyouenjoyyourstayhere?
Yes,Idid.TALKINGTOTHEGUESTPage38Staff:
Ihopeourserviceistoyoursatisfaction.Guest:
Sure.Imverypleasedwitheverythinghere.Staff:
Thankyou.Iwishyouanicetriphomeandlookforwardtoseeingyouagain.Guest:
Thankyou.IlldefinitelycometotheRenaissancenexttimeIminTianjin.Page39nVOCABULARYIntroduction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UNIT2:
INTRODUCTIONSPage40MynameisJohnSmith.我叫约翰.史密斯Itsnicetomeetyou.很高兴见到您。
Imgladtomeety