台州国际客房英语培训新Word文档格式.docx

1、“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:“How are you today, Mr. ?“Very well, Thank you. And yourself. Sir?7. 应答客人呼唤的词句:“Yes, Sir / Madam.”“May I help you ?“Ill be with you in a moment, Sir / Madam.”“Sorry to have

2、 kept you waiting, Sir / Madam.”8. 可以供应客人之要求时, 应答:“Certainly , Sir / Madam.”“Ill go and get it right away , Sir / Madam.”“Immediately, Sir / Madam.”9. 不能供应客人之要求时, 应答:“Sorry, we have Run out of .”“Im terribly Sorry. We dont have . ”“Awfully sorry. Sir / Madam. We have sold out . ”“Im Afraid We do not

3、 have .”10. 一时未能肯定是否能供应客人之要求时, 应答:“If you wait a minute, Sir / Madam. Ill try to find out.”“Yes, Certainly. Allow me.”11. 自我介绍:“My Name Is . Call me any time. Im very glad to be of service.”12. 当客人向你道谢时:“My pleasure”“Youre most welcome”“Glad to be of service”13. 当客人向你道歉时:“Thats quite all right.”“It

4、doesnt matter.”“Its Nothing.”14. 让路给客人:“Im sorry.”15. 客人微询你的同意可否拿走某物件时:“Certainly, Sir / Madam. Let me help you.”“Go ahead please. Youre welcome.“Yes , of course. Allow Me.”16. 当不能答允客人的要求时:“So sorry we cant do that. Its against our rules.”“Im terribly sorry, we are not permitted to do this.”“Im afra

5、id its against company policy. Im so sorry.”17. 当客人由於客气而给你赏物时:“No, thank you. Youre very kind.”“Its awfully kind of you. But no, thank you.”18. 婉拒客人的要求时:“No. Im sorry.”“Im afraid thats not so.”“Im afraid not. Unfortunately.”“Not really.”“No, Sir / Madam. It is not.”19. 中断与客人谈话时: “Im sorry. Sir. Im b

6、eing called away . Have a pleasant day. Sir / Madam.” “Good day, Sir / Madam.”20. 若客人客气地先和你说“有个愉快的周未”的时候: “You too , Sir / Madam.” “And you , Sir / Madam.” “The Same to you , Sir / Madam.21. 客人因他的缓慢, 拙劣而面露尴尬时:“Please take your time, Sir / Madam . Theres no hurry.”22. 要打断客人的谈话时, 应说:“Excuse me for int

7、errupting.”“May I take up a few moments of your time?“May I Speak to you for a moment, Sir / Madam?23. 当客人催促你时:“Sorry to have kept you waiting. Ill see to it right away.”24. 向客人展示单据等物时:“Here is your . Sir / Madam.”25. 接听电话时:“Good morning / Afternoon/evening. This is . My name is . May I help you? ”2

8、6. 接受投诉或批评时:“Thank you for telling us, Sir / Madam. I assure you it wont happen again. Ill speak to our manager about it. Please accept our apology.”27. 处理错误或达失时:“Im terribly sorry. There could have been some mistake. Ido apologise.”“Im sorry, Sir / Madam. Ill look into the matter at once.”28. 当你听不懂

9、时:“Im sorry . I dont understand. Ill get you the manager.”“Im sorry, I dont understand. Can you please show me?29. 为客人指示方向: “Go straight ahead.” “Turn left / right at the first corner.” “Go up the escalator.” “Go down to the lobby.” “Sorry, Im not sure. If youll wait a minute. Ill be glad to find ou

10、t for you.”30. 请客人作某种事情时:“Could you （Sign here）, please?“May I ask you to （return in 5 minutes） Sir / Madam?“Could I Have （ your name） Sir / Madam?“Please （ come this way） General English Conversation Multi-Skill Hotel EnglishUNIT 1: GREETINGS & FAREWELLSVOCABULARYwelcome 欢迎 friend 朋友 farewell 告别ide

11、ntify 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look forward to 盼望 satisfaction 满意PHRASES ON THE JOBGood morning. Good Afternoon. Good evening. Welcome back. 早上好。 下午好。 晚上好。 欢迎回来。 Hello. How do you do? How are you?你好。 你好 你好吗？Fine, thank you, and you? Good-bye. Good

12、 night. 很好，谢谢，你呢？ 再见。 晚安。It was nice to see you again. Have a good evening. See you later. 很高兴又见到你。 晚上愉快。 回头见。Have a good weekend. Have a safe trip. Have a good day. Hope to see you again.周末愉快。 一路平安。 祝您愉快。 希望再见到您。Thank you for coming.（Thanks for coming） Look forward to seeing you again.感谢光临。 盼望再见到您。

13、TALKING TO THE GUEST:Staff: Good morning. Mr. Smith. How are you today?Guest: Good morning, Jane. Im fine, thanks, and you? Im fine, too. Are you checking-out today? Yes, I think so. Did you enjoy your stay here? Yes, I did. I hope our service is to your satisfaction. Sure. Im very pleased with ever

14、ything here. Thank you. I wish you a nice trip home and look forward to seeing you again. Thank you. Ill definitely come to the Renaissance next time Im in Tianjin.UNIT 2: INTRODUCTIONSintroduction 介绍 happy 高兴 spell out 拼写出来meet 会见 glad 高兴 first name 名pleased 高兴 nice 很好 last name 姓certainly 当然了 plea

15、sure 高兴 enjoy 喜欢My name is John Smith. Its nice to meet you. Im glad to meet you.我叫约翰.史密斯 很高兴见到您。 很高兴见到您。Im Mary Copper. Im pleased to meet you. 我叫玛丽.库伯。 很高兴见到您。 Let me introduce you to John Smith. Id like to introduce you to Mary Silver.我把你介绍给约翰.史密斯。 我想把你介绍个玛丽。Id like you to meet Mr. Thomson. I don

16、t think weve met before.希望你认识一下托玛斯先生。 我想我们以前没见过。Have we met before? Youre new here, arent you?我们以前见过面吗？ 你是新来的，对吗？ Good morning. May I know your name? Certainly. My name is John Parkinson. Would you please spell your last name? Sure. P-a-r-k-i-n-s-o-n. How do you do Mr. Parkinson? Welcome to our hote

17、l. How do you do? Very nice to meet you. Hope youll enjoy your stay here. I think I will. See you later. See you.UNIT 3: APOLOGIESexcuse 原谅 apologize 请求原谅 mistake 错误forgive 原谅 mind 介意 assure 保证sorry 对不起 right away 马上 happen 发生bill 帐单 check 检查，帐单 Excuse me. Im sorry. Please forgive me. Thats OK.打扰一下。

18、 对不起。 请原谅。 没什么。I do apologize. Thats all right. Please accept our apology.我很抱歉。 没关系。 请接受我们的歉意。Would you please wait a moment? Would you mind waiting a second?请稍等好吗？ 请稍等好吗？I didnt mean for that to happen. I assure you it wont happen again.我是不想出这种事的。 我向您保证以后不再发生这种事。 Excuse me. I think there is a mista

19、ke in my bill. Im sorry to hear that. Ill check for you right away. Would you please wait a moment? OK. （ a moment later） I do apologize, Mr. Smith. There is a mistake in your bill. I assure you it wont happen again. Well, thats all right.UNIT 4: OFFERING HELPappreciate 喜欢 grateful 感谢 offer 提供assist

20、 帮助 favor 喜欢 desire 希望request 要求 hesitate 犹豫 mind 介意trouble 麻烦 welcome 欢迎 follow me 跟corridor 走廊 show 展示 serve 服务end 尽头Anything I can do for you? If theres anything I can do to help, please let me know.我能为您做些什么？ 如果有我能帮忙的话，请告诉我。Can I help you? If I can be of assistance, please do not hesitate to ask.

21、我能帮忙吗？ 如果要我帮忙，别犹豫，尽管讲。Do you need any help? Id be very glad to help you.要帮忙吗？ 很高兴认识您。Can I give you a hand? If you wouldnt mind. 如果你不介意。If you dont mind. If its no trouble.如果你不介意。 如果不麻烦的话。Theres no hurry. Please take you time.不着急。 不着急。Going up? Going down.上楼吗？ 下楼。 Excuse me. May I help you? Yes, Im

22、looking for my room. May I know your room number, please? Yes, My room number is 358. Thats at the other end of the corridor. Follow me, please. Ill show you to your room. Thank you. Its very kind of you. Its my pleasure so serve you. Please enjoy your stay. Yes. I will. * * * * * Going up, sir? Yes

23、. Watch your steps, please. The floor is wet. OK. Thank you. By the way, may I help you with your luggage? Sure. Thats very kind of you. Youre most welcome.UNIT 5: THANKS AND REPLIESrepair 修理 kitchen 厨房 wire 电线light 灯 noisy 吵 indeed 的确by the way 顺便说一下 electrician 电器师 colleague 同事as soon as possible

24、尽可能早 help sb. with sth. 帮某人做某事Thanks. Thank you very much. Thank you ever so much.谢谢。 非常感谢。 太感谢了。I appreciate that/it. Thats very kind of you. You are so sweet.我很感激。 你太好了。 你真甜。Thank you just the same. Youre most welcome. Its my pleasure to serve you.同样得谢谢您。 不客气。 很荣幸为您服务。Thats quite all right. Im ple

25、ased to be of service to you. I know next to nothing.一点儿关系都没有。 愿意为您效劳。 我几乎一窍不通。 Goof afternoon. Miss Thomson. Im here to repair your light. Thats very nice. Its this one in the kitchen. It doesnt work. Let me have a look. Oh, a wire is loose. Now, its all right. Yes, it is. Thank you very much indeed. I