酒店英语培训手册完整版.docx

1、酒店英语培训手册完整版酒店英语培训手册English Training Manual目 录基本礼貌英语Courtesy English 1一. 欢迎问候语Welcome and Greeting 1二. 祝贺语Congratulation 1三. 告别语Farewell 1四. 征询语Requests 2五. 应答语Responses 2六. 道歉语Apologies 2七. 婉言推托语Refusal 3八. 接听电话语Telephone Sentences 3九. 答谢语Thanks and Answers 3十. 指路用语Giving directions 4十一. 提醒用语Remind

2、words 4十二. 情景应对Situational responses 4十三. 酒店部门名称 7十四. 节日和庆祝日 8十五. 旅游景点 Scenic spots 9前厅服务Front Office Service 10一. 关键词语Key words 10二. 基本句型Basic Sentences 10三. 情景对话Conversation 12客房服务Housekeeping Service 15一. 关键词语 Key words 15二. 基本句型 Basic Sentences 17三. 情景对话Conversation 18餐馆英语Food &Beverage service

3、22一. 关键词语Key words 22二. 基本句型Basic Sentences 23三. 情景对话 Conversations 25康乐服务Recreation Service 29一. 关键词语 Key words 29二. 基本句型 Basic Sentences: 30情景对话 Conversation 31基本礼貌英语Courtesy English一. 欢迎问候语Welcome and Greeting 1. Good morning (afternoon, evening), sir (madam). 早上（下午，晚上）好，先生（夫人）。2. Welcome to our

4、hotel. 欢迎光临我们酒店。3. Welcome to stay in hotel. 欢迎住在我们酒店。4. How do you do ? 您好吗？5. How nice to see you again. 真高兴再次见到您。6. I hope youll enjoy your staying here. 我希望你们在这儿逗留愉快。7. Have a nice stay with us. 希望您与我们在一起时开心愉快。8. Did you have a nice trip? 旅途愉快吗？二. 祝贺语Congratulation1. Congratulations. 恭喜您。2. Happ

5、y new year. 新年快乐。3. Happy birthday to you. 生日快乐。4. Merry Christmas. 圣诞快乐。5. Wish you every success. 祝您成功。6. Wish you good luck. 祝您好运。7. Have a good journey. 祝您旅途愉快。8. Have a nice weekend. 祝您周末愉快。三. 告别语Farewell1. Goodbye. 再见。2. See you tomorrow. 明天见。3. Wish you come again. 希望再次光临。4. Have a good trip

6、and saft journey. 希望您一路平安，旅途愉快。5. goodbye and hope to see you again. 再见，希望再见到您。6. Have a nice trip. 旅途愉快。四. 征询语Requests1. May (can)I help you? 我可以帮您吗？2. What can I do for you? 我能为您做什么？3. Is there anything I can do for you?我还能为您做些什么？4. will it trouble you? 那会麻烦您吗？5. Would you like ?您喜欢？6. Would you m

7、ind if ？五. 应答语Responses1. You are welcome. 愿意效劳。2. It doesnt matter. 没关系。3. I see. 我明白了。4. Thank you very much. 非常感谢您。5. Thank you for you kindness. 谢谢您的好意。6. Ill do it for you right away. 我马上为您服务。7. Im glad to serve you. 乐意为您服务。8. Sorry to have kept you waiting, sir/madam. 很抱歉，让您久等了，先生/小姐。9. Ill be

8、 with you in a moment. 我一会儿就来为您服务。10. Thank you for your advice (information, help), 感谢您的忠告（信息. 帮助）。六. 道歉语Apologies1. Excuse me 对不起。2. I apologize for this. 我为此道歉。3. Im sorry to disturb you. 真抱歉打扰您。4. Im sorry, its our fault. 对不起，是我们的过错。5. Thanks for your reminding. 谢谢您的提醒。6. Well try our best to ta

9、ke some measures, so that you can be satisfied. 我们将尽力使您满意。7. Please forget it, sir/madam. 请不要放在心上，先生/小姐。8. Im sorry about it. 关于那件事，我很抱歉。七. 婉言推托语Refusal1. Im sorry I cant help you. 真抱歉我不能帮您。2. Its very kind of you but您的好意我领了，可是3. Thank you，no. We are not allowed to drink on duty. 谢谢，但是我们上班时不方便饮酒。八.

10、接听电话语Telephone Sentences1. Good morning, Receptionspeaking. May I help you?您好，总台，我是某某2. Sorry, youve dialed a wrong number. 抱歉，您打错电话了。3. Please dial number，thanks. 请拨号码，谢谢。4. Whos calling, please? 请问您是谁？5. Hold the line please, Ill see if she is available. 请稍等，我看看她是否方便接电话。6. Sorry, I still dont unde

11、rstand what you said. 抱歉，我仍不明白您说什么。7. Could you repeat that please?请您再重复一遍好吗？8. Will you please speak more slowly?请您说的慢一点好吗？9. Im sorry, I cant follow you. 抱歉，我听不懂。九. 答谢语Thanks and Answers1. Youre most welcome. 欢迎之至。2. With Pleasure. 这是我们的荣幸。3. Were always at your service. 我们随时为您提供服务。4. Thank you fo

12、r coming. 谢谢光临。5. Thank you for your staying in our hotel. 谢谢光临我们酒店。6. Its our pleasure to have your staying with us. 您来我店是我们的荣幸。7. Thank you for such a lovely gift. 谢谢您给了我这么可爱的礼物。8. My pleasure. 这是我的荣幸。十. 指路用语Giving directions1. After you please, sir (madam). 2. Go straight ahead, sir(madam). 请笔直走，

13、先生/女士。3. This way, please. 这边请。4. Turn left(right)at the first corner. 在第一个拐口左转（右转）。5. Please use the elevator there, sir/madam. 在那边用电梯，先生/小姐。6. Please go down to the lobby here, madam/sir. 请从这边下去到大堂，小姐/先生。7. Its on the second(third)floor. 在二（三）楼。8. Sorry, Im not sure. If youll wait a minute. Ill be

14、 glad to find out for you. 抱歉，我不能肯定，如果您等几分钟，我很乐意为您查清楚9. When you return to the hotel, please show this hotel card to the driver. 当您回酒店的时候，请把这张酒店卡给司机看。10. I will take you there, sir/madam. 我带您去，先生/女士。十一. 提醒用语Remind words1. Please dont leave anything behind. 请别遗忘您的东西。2. Please dont smoke here. 请不要在这里抽

15、烟。3. Please be careful. 请当心。十二. 情景应对Situational responses(一) 可以满足客人之要求时；1. Certainly, sir/madam. 好的，先生/小姐。2. Ill go and get it right away, sir/madam. 我马上去拿来，先生/小姐。3. Immediately, sir/madam. 马上就来，先生/小姐。（二）不能满足客人之要求时；1. Im terribly sorry, we dont have非常抱歉，我们没有2. Awfully sorry, sir/madam. We have sold

16、out实在抱歉，先生/小姐，我们已经卖完了。3. Im afraid we do not have恐怕我们已没有（三）一时未能肯定是否能满足客人之要求时：1. If you wait a minute, sir/madam. Ill try to find out it for you. 如果您能等一会儿，先生/小姐，我将尽力找找。2. Sorry to keep you waiting, Im pleased to say we do have抱歉，让您久等了，我很高兴地说，我们确实有（四）客人征询你的同意可否拿走某物伯时：1. Certainly, sir/madam. Let me he

17、lp you. 好的，先生/小姐，让我来帮您。2. Go ahead please. Youre welcome. 请拿吧，您可以随意使用。（五）当不能答允客人的要求时：1. I am so sorry, we cant do that, Its against our rules. 真抱歉，我们不能那样做。那违反我们的规定。2. Im terribly sorry, we are not allowed to do this. 我很抱歉，我们不允许这样做。3. Im afraid its against hotel policy, Im so sorry. 我恐怕这违反了酒店的制度，非常抱歉

18、。（六）当客人由于客气而给你赏物时：1. No, thand you. Youve very kind. 不，谢谢您。您真好。2. Its very kind of you. But we cant accept it. Thank you您非常好心，但我们不能够接受，谢谢。（七）婉拒客人的要求时：1. Im sorry. I cant do it. 对不起，我不能做。2. Im afraid thats not possible. 我恐怕那不可能。3. No, sir/madam, it is not possible. 不，先生/小姐，那是不可能的。（八）要中断与客人谈话时：1. Im s

19、orry, sir I must go. Nice talking with you. 很抱歉，先生，我必须走了。和您谈话真令人愉快。2. Good bye, sir/madam. 请原谅我。（九）若客人客气地与你说声“有个愉快的周末”等祝贺语的时候；1. Thank you. You too, sir/madam. 谢谢您。您也一样，先生/小姐。2. Thank you. And you, sir/madam. 谢谢您。您也是，先生/小姐。3. Thank you. The same to you, sir/madam. 谢谢您。您也一样，先生/小姐。（十）要打断客人的谈话时，应说：1. E

20、xcuse me for interrupting. 对不起，打扰了。2May I take up a few minutes of your time?我能占用你们一会儿时间吗？3. May I speak to you for a moment, sir/madam. 我能与您谈会儿吗，先生/小姐。（十一）当客人催促时：Sorry to keep you waiting, Ill see to it right away. 抱歉，让您久等了，我马上查看。（十二）向客人展示单据等物时：Here is yourSir/madam. 这是您的，先生/小姐。（十三）接受投诉或批评时：1. Than

21、k you for telling us, sir/madam. I assure you it wont happen again. 谢谢您告诉我们这些，先生/小姐。我保证今后再也不会发生这种事情了。2. Ill speak to our manager about it, please accept our apologies. 我会报告我的经理，请接受我们的道歉。（十四）处理错误或过失时；1. Im ratably sorry. There could have been some mistake. I do apologize. 非常抱歉，一定出错了，实在对不起。2. Im sorry

22、, sir/madam. Ill look into the matter at once. 对不起，先生/小姐。我马上查核这件事。（十五）当你听不懂时：1. Im sorry I dont understand. Ill get you the manager. 对不起，我不明白，我去叫经理来。2. Im sorry, I dont understand. Can you show me?对不起，我听不懂，请问您能给我看吗？（十六）请客人作某种事情时：1. Could you(sign here), please?请问您能（在这儿签名）吗？2. May I ask you to (retur

23、n in 5 minutes), sir/madam?我能请您（在五分钟内返回）吗，先生/小姐？3. Could I have your name, sir/madam?能告诉我您的名字吗，先生/小姐？（十七）听到对客人不利的事时：Im sorry to hear that. I hope you will be better soon. 真抱歉听到这个消息，希望您很快就会好起来。（十八）当你知道客人一个好消息时：Im glad to hear that. 很高兴听到这个消息。（十九）当客人因为自己动作慢. 手脚不灵或残疾而感到困窘时：1. Please take your time, sir

24、. Theres no hurry. 请慢慢来，先生。不用忙。2. Dont worry, madam. well see to it. 不必担心，夫人。我们会料理的。3. Dont worry, sir. Well clean it up. 不必担心，先生。我们会把它收拾干净的。（二十）当客情忙，你不能同时招呼两位客人时；Ill be with you in a moment, sir/madam. 我一会儿就为您服务，先生/小姐。（二十一）当人手短缺而外宾需要服务时：1. Ill be with you in moment, sir. 我一会儿就来招呼您，先生。2. Ill sorry.

25、I must take each guest by turn, sir. 很抱歉，我必须按先后次序为顾客服务，先生。3. Ill be with you as soon as possible. 我将尽快来为您服务。十三. 酒店部门名称Names of the hotel sectionsDepartment 部门Executive Office 行政办Engineering Dept. 工程部Human Resources Dept. 人力资源部Accounting Dept. 财务部Food Beverage Dept. 餐饮部Security Dept. 安全部Sales Marketi

26、ng Dept. 市场部Front Office Dept. 前厅部Recreation Dept. 康乐部Public Relations Dept. 公关部Housekeeping Dept. 管家部Reservation 预订处Business Center 商务中心Reception 接待处Information 问询处Cashiers 收银处Chinese Restaurant 中餐厅Western Restaurant 西餐厅Lobby Bar 大堂吧Beauty salon 美容中心Night Club 夜总会Swimming Pool 游泳池Sauna 桑拿Shopping M

27、all 购物中心Clinic 医务室Multifunction Hall 多功能厅Chatting Bar 聊天吧Reflexology Service Center 足浴中心Table Tennis Room 乒乓球室Billiards Room 桌球室Fitness Center 健身中心Tennis Court 网球场Rose Garden 玫瑰花园Chess and Cards Room 棋牌室Grand Pastry 名都饼屋Long bar 廊吧Four Seasons Chamber 四季轩Cookfun Town 国风堂Yigar Bar 颐年雪茄吧New Century Ha

28、ll 开元厅Grand Dynasty Hall 竞潮厅Montalcino Grill 梦迪西诺扒房Position 职位General Manager 总经理Resident Manager 驻店经理Director 总监Manager 经理Assistant Manager 大堂副理Supervisor 主管Captain 领班Cashier 收银员Room Attendant 客房服务员Clerk 职员Waitress 餐厅女服务员Waiter 餐厅男服务员Operator 话务员Bellboy 行李员Driver 司机Receptionist 接待员Secretary 秘书Repai

29、rman 维修员十四. 节日和庆祝日Festival and CelebrationSpring Festival 春节Lantern Festival 元宵节New Years Day 元旦Christmas Day 圣诞节Thanksgiving 感恩节Valentines Day 情人节Easter 复活节Mid-Autumn Day 中秋节Birthday 生日Anniversary 周年纪念日International Labor Day 国际劳动节International Childrens day 国际儿童节Westlake Exposition 西博会Qiantang Tid

30、al Bore Festival 钱塘观潮节十五. 旅游景点 Scenic spotsWest Lake 西湖Linying Temple 灵隐寺Yues Tomb 岳庙Future world 未来世界Song Dynasty Town 宋城Yellow Dragon Cave 黄龙洞Taizi Bend 太子湾公园Xiling Seal-EngraversSociety 西泠印社Hangzhou Recreational Park 杭州乐园Oriental Culture Park 东方文化园Households in the Hills 山里人家Kuahu Bridge Cultural Site 跨湖桥文化遗址Renmin Square 人民广场Liangzhu Culture Museum 良渚文化博物馆Spring Dawn ath Su Causeway 苏堤春晓Bamboo-Lined Path at Yunqi 云栖竹径Br