英语培训内容.docx
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英语培训内容
CONTENTPAGES
HOTELCOURTESYENGLISH2
CLASSTOPIC---introductionyourself3
OPERATORVOCABULARY4
OPERATORENGLISH4
CLASSTOPIC---ourhotel8
RESERVATIONENGLSH9
RESERVATIONENGLISH10
CLASSTOPIC---mycolleague13
RECEPTIONVOCABULARY14
RECEPTIONENGLISH15
CLASSTOPIC---howtoshowtheway17
CONCIERGEENGLISH18
CONCIERGEENGLISH18
BUSINESSCENTER20
HotelCourtesyEnglish
Greeting
1Goodmorning/afternoon/evening,Sir/Madam
早上好/下午好/晚上好/,先生/太太。
2Howareyoutoday,Sir/Madam?
您今天过得好吗,先生/太太。
3Welcometoourhotel,Sir/Madam!
欢迎来到我们酒店,先生/太太
4Nicetomeetyouagain,Mr.,Miss
很高兴再次见到您!
Offerhelp
1MayIhelpyou,Sir/Madam?
有什么需要为您效劳的吗?
2Doyouneedhelp,Sir/Madam?
您需要帮忙吗?
3AnythingIcandoforyou,Sir/Madam?
有什么需要为您做的呢?
4Youarewelcome!
不客气。
5Thisismypleasure.
这是我的荣幸。
Farewell
1Thankyouverymuch.
非常感激您的居住。
2Wearelookingforwardtoseeingyousoon.
我们希望再次见到您。
3Enjoyyourholiday/trip/journey.
祝您假期/旅途愉快!
4MayIaskyouanyadverseaboutourhotel?
您能提供点关于我们酒店的建议吗?
5Wewillvalueyourcomments.我们会关注您的意见。
CLASSTOPIC
Introduceyourself自我介绍
Youcanfromtheseaspectstointroduceyourself.Pleasedonotworryaboutgrammarmistakes,pronunciation,speakit!
您可以从下列方面来介绍自己,不必去担心语法错误,发音不准,大胆的说!
Name
姓名
Birthday
生日
Hometown
家乡
Department
部门
Hobby
兴趣爱好
Workexperiences
工作经历
Expectationaboutthistrainingprogram
对于此次培训的期望和要求
ETC
Operator—总机房
1OPERATOR—总机
2CONNECT—接通
3TRANSFER—转接
4MORNINGCALL/WAKEUPCALLL—叫醒服务
5REPEAT—重复
6LONGDISTANCECALLS—长途电话
7LOCALCALLS—市内电话
8INTERNATIONALCALL—国际电话
9PERSONTOPERSONCALL—叫人电话
10INTERFERENCE—干扰
11DIAL—拨,打
12TELEPHONENUMBER—电话号码
13HOLDTHELINE—别挂断电话
14THELINEISBUSY—电话占线
15WRONGNUMBER—错误的号码
16CATCHSb’sVOICE—听不清,听不到
OperatorEnglish总机房英语
1Goodmorning/afternoon/evening,GoldHarbourHotel,Operator,×××speaking,MayIhelpyou?
(早上好/下午好/晚上好,黄金港国际假日酒店,总机×××为您服务,有什么需要效劳的吗?
2Couldyouholdtheline,please?
(请别挂断电话,好吗?
)
3Wehopeyouwillenjoyyourstayhere.
(希望您住得愉快)
4Thankyouverymuchforyouradverse/information/help
(多谢您的忠告/信息/帮助)
5Iwilldoitimmediately.
(我马上去做)
6Iamsoregretaboutit.
(对此,我感到很遗憾)
7Excuseme,Iamsosorrytodisturbyou,thisisoperatorspeaking.
(对不起,很抱歉打搅您,这里是总机)
8Youarewelcome/Thisismypleasure/Itismyduty.
(别客气/这是我的荣幸/这是我的职责)
9MayIhelpyou?
/WhatcanIdoforyou?
/Doyouneedhelp?
(请问有什么可以为您效劳的?
)
10Ihopeyoudonotmind.
(希望您不会介意)
11Inyouropinion,howaboutourservice?
(在您看来,我们的服务如何?
)
12Iamsosorry,thisisnotallowedinourhotel/Wearenotpermittedtodoit.
(很抱歉,在我们酒店,这是不被允许的)
13Ifyouneedhelp,pleasedonothesitatetocontactus.Wewilltryourbesttodoitforyou.
(如果您需要帮助,请随时与我们联系,我们会尽力为您服务的)
14Iamsorry.Icannotcatchyourvoice,couldyouspeakalittlelouder?
/Pardon!
(很抱歉,我听不清,您能说大声点吗?
/请大声点)
15MayIrepeatthemessageforyou?
/Couldyouallowmetorepeatthemessage?
(我能重复一下留言吗?
/请允许我重复留言)
16Iamsorry,couldyouspeakslowly?
(很抱歉,您能说慢点吗?
)
17MayIhaveyourcontactnumberandyournameplease?
(请给我您的联系电话和您的名字)
18Iwillaskhimtocontactyouassoonaspossible.
(我会请他尽快与您联系的)
19Iamafraidhe/shealreadycutoffthelime.
(我想他已经挂线了)
20Iamsorry,thelineisbusy.
(很抱歉,电话战线)
21MayIremindyouthereisstillahandlingcharge?
(提醒您,这还有一个手续费)
22Iamsorry,thereisnoonecalled×××inthatroom.
(我很抱歉,这间房没有叫×××的人)
23Whatisthephonenumberyouwanttocall,please?
(您想要打的电话号码是多少呢?
)
24Iwillswitchonthemessagelightinhisroomandputthenoteinhisroom,inthatcase,whenhecomesback,hewillgetit.
(我会打开他房间的留言灯,并且将留言放在他的房间,这样一来,他一回来,就能收信息)
25Iamsorry,inourhotel;thereisnocollectcallservice.
(很抱歉,在我们酒店,不提供对方付费服务)
26IsthereanythingIcandoforyou?
(还有什么需要效劳的呢?
)
27MayIhaveyourwake-uptime,Sir/Madame?
(您的叫醒时间是多少呢?
)
28MayIhaveyourroomnumber,Sir/Madame?
(您的房间号是多少呢?
)
29Yourroomnumberis×××,yourwake-uptimeis×××,wewillcallyouontime.Haveagoodrest!
(您的房间号是×××,您的叫醒时间是×××,届时我们会准时叫您的,祝您睡个好觉!
)
30Thisisyourwake-uptime,Sir/Madame.Haveaniceday!
(您的起床时间到了,先生/太太。
祝您一天愉快!
)
31Iamafraidyoudialedawrongnumber.
(我想您恐怕打错了)
Forexample
Operator:
Goodmorning,GoldenPalaceHotel,Operator,×××speaking,mayIhelpyou?
Guest:
IWouldliketocallmyfriend,heisinroom×××.
Operator:
Yes,Iwilltransfertohim,couldyouholdtheline,please?
Guest:
Yes,thatisallright.
Operator:
Excuseme,Sir:
Iamafraidthereisnobodyintheroom;yourfriendmaybeoutofthehotelnow.Wouldyouliketoleaveamessagetohim?
Guest:
No,thanks,Iwillcallbacklater.
Operator:
Thatisallright.Thankyouforyourcalling,Sir.Good-byeandhaveaniceday!
Guest:
Bye!
CLASSTOPIC
Ourhotel我们的酒店
Thistimewewilltalkaboutourhotel—TheGoldenPalaceHotel,Shilong.Youmayfromthesepartstodescribeourbotel:
这次我们将讨论金凯悦石龙大酒店,你们可以参考下列方面进行描述
HotelName
酒店名称
Location
位置
Environment
周遭环境
Roomnumbers
房间数量
Roomtypes
房间种类
Hotelfacilities
酒店设施
Entertainment
娱乐项目
Promotion
促销活动
ETC
RESERVATION订房部
1BOOKING—预订
2RESERVATION—订房
3GROUP—团队
4TRAVELAGENCY—旅行社
5TOURGUIDE—导游
6COMPANY—公司-------
7CONTACTNUMBER—联系电话
8ADDRESS—地址
9CONTACTPERSON—联系人
10DISCOUNT—折扣
11PROMOTION—促销
12CORPORATERATE—公司价
13VIP(VeryImportantPerson)--贵宾
14ARRIVALDATE—到达日期
15DEPARTUREDATE—离开日期
16ESTIMATEDTIME—估计时间
17METHODOFPAYMENT—付款方式
18GUARANTEE—担保
19CONFIRMATIONLETTER—确认书
20CONFIRM—确认
21CANCEL—取消
22AMENDMENT—修改
23CREDITCARD—信用卡
24CASH—现金
25TRAVELLCHECK—旅行支票
26ADVANCEDDEPOSIT—预付押金
27AVAILABLE—有空的,有房的
28FULLYBOOKING—无房,客满
29WAITINGLIST—候补名单
ReservationEnglish订房部英语
1Goodmorning/afternoon/evening,GoldenPalaceHotel,Reservation,×××speaking,mayIhelpyou?
(早上好/下午好/晚上好,金凯悦耳大酒店订房部,×××为您服务,有什么需要效劳的呢?
)
2Howmanynightswouldyouliketostay?
(您想住多少天呢?
)
3Whatkindofroomsdoyouprefer?
(什么类型的房间您喜欢呢?
)
4MayIhaveyourname,andtelephonenumber,please?
(我能知道您的姓名和联系电话吗?
)
5Ourpriceis…
(我们的房间价是…)
6Wecangive×××%discount.
(我们可以给您%的折扣)
7Doyouhaveanyspecialrequestforyourroom?
(关于您的房间,您有什么特别的要求吗?
)
8MayIhaveyourarrivaldateanddeparturedate?
(我可以知道您的到达和离开日期吗?
)
9Justamoment,Sir/Madam,Iwillcheckouroccupancyforyou.
(稍等,我检查一下我们的房间情况)
10Yes,westillhaveroomsavailableonthatdate.
(是的,我们在那天还有空房)
11Whatkindslfmethodslfpaymentdoyouprefer?
(您会以何种形式付款呢?
)
12CanIhaveyourcreditcardnumberandexpiredate,please?
(您能告知您的信用卡卡号和有效期吗?
)
13Wewillholdyourroomuntil×××,ifyounotcomeonthatday/time,wewillcancelyourreservation,isitrightforyou?
(我们会保留您的房间到×××,如果届时您还没有来,我们将取消您的预订,如何呢?
)
14Wearelookingforwardtoseeingyousoon.
(我们盼望您的到来)
15Thankyouforyourreservation.
(感谢您的预订)
16Goodbyeandhaveaniceday!
(再见并祝您有好的一天)
Forexample
Staff:
Goodmorning/afternoon/evening,GoldenPalaceHotel,Reservation,×××speaking,mayIhelpyou?
Guest:
Iwouldliketomakeareservationformyself,mynameis×××.
Staff:
Yes,Sir,mayIhaveyourarrivaldate,please?
Guest:
Myarrivaldateis×××,andIwilldepartureon×××,doyoustillhaveroomsavailable?
Staff:
Couldyouholdtheline,please,Iwillcheckitforyou.
Guest:
OK
Staff:
Sorrytokeepyourwaiting,Sir.Westillhaveroomsavailable,butwhichtypesofroomsdoyouprefer?
Guest:
Howaboutyourroomrate?
Staff:
Ourroomratesare…
Guest:
OK,Iwouldliketotakeadeluxeriverviewroom,forIperson.
Staff:
OK,doyouhaveanyspecialrequestforyourroom?
Guest:
Iwouldliketohaveanon-smokingroom.
Staff:
Thatisnoproblem,mayIrepeatyourreservation,Sir?
Youbookadeluxeriverviewroomforyourself,non-smokingroom,yourarrivaldateis×××,andyourdeparturedateis×××,yourroomrateis×××,withoutbreakfast.Isitallright?
Guest:
Itisfine.
Staff:
Howwouldyouliketosettleyourpayment?
Guest:
VisaCard.
Staff:
WewelcometheVisaCard,mayIhaveyourfullnameandcontactnumber,
Please?
Guest:
Myfullnameis×××,andmytelephonenumberis×××.
Staff:
Couldyouspellyourname,please?
Guest:
Itis×××.
Staff:
Itisnice,wewillholdyourroomuntil×××,ifyounotcomeuntilthattime,andwewillcancelyourreservation.Isitsoundsniceforyou?
Guest:
ItisOK
Staff:
Thankyouforyourcalling.Wearelookingforwardtoseeingyousoon.Haveaniceday!
Guest:
Youtoo,bye!
Staff:
Good-bye!
CLASSTOPIC
Mycolleague我的同事
Thistime,wemayaskyoutotalksomethingaboutoneofyourcolleagues.Heorshecanbeoneofyourbestfriends.Hereweprovidesomeguidelinesandyoucanfromthesepartstodescribeyourcolleague.
此次,我们将要求大家讲述一下您的同事,这个人可以是您的好朋友。
下面我们提供了一些提示,大家可以从下列方面进行描述。
Name
名字
Gender
性别
Age
年龄
Hobby
兴趣
Characters
特征
Relationshipbetweenyouandyourcolleague
你与你同事的关系
Yourownopinionsaboutyourcolleague
你自己对于此人的观点
RECEPTION前台接待
1REGISTRATIONFORM—登记表
2RESERVATION—预订
3PASSPORT—护照
4IDCARD—身份证
5TYPESOFROOMS—房间类型
6PAYMENTOFDEPOSIT—支付押金的方式
7FILLIN—填写
8SCAN—扫描
9KEYCARD—房卡
10IMPRINT—过卡(信用卡)
11RACKRATE—门市价
12CONTRACT—合同
13REPEATCUSTOMERS—熟客
14NEWCUSTOMERS—新客人
15ARRIVALLISTRT—抵达名单
16SIGNATURE—签名
17CITYLEDGER—单位挂帐
18COMPLIMENTARYROOM—免费房
19UPGRADE—升级
20BREAKFAST—早餐
21FIT(FREEDEPENDENRTRAVELLER)—散客
22WALKINGUEST—自入客人
23OCCUPANCYRATE—住房率
24DUEOUT—该离店却还未离的客人
25ESTIMATEDDEPARTURE—预计离店
26CHECKOUT—结帐
27ROOMSTATUS—房态
28VACANTCLEAN—已干净的空房
29VACANTDIRTY—脏空房
30OUTOFORDER—坏房,待修房
31MEETING—会议
32BANQUET—宴会
33EMERGENCYCASE—紧急事件
34STANDARDROOMS—标准房
35DELUXROOMS—豪华房
36RIVERVIEW—河景
37GARDENVIEW—园景
38CONNECTINGROOMS—相连房
39ADJOININGROOMS—相邻房
40PRESIDENT