酒店公共英语
酒店公共英语100句
32、请这边走。 Please come this way.
33、请跟我来。 Please follow me.
34、先生，请一直往前走。
Please go straight ahead, Sir. 35、请这里下（上）楼。
Please go down (up) stairs here. 36、乘电梯，请走这边。
The restroom is over there . 50、从这到云台山要多长时间。
How long will it take from here to the Yuntai mountain?
51、乘的士大约要一个小时。
It’s one hour by taxi. 52、到火车站要多长时间。
I am sorry about this. 24、对不起，是我们的过错。
I am sorry ,it’s our fault. 25、对不起，打扰您了。
I am sorry to disturb(interrupt) you.
26、对不起，先生，请稍等。 Sorry sir, wait a monent please.
要吗？
60、I am sorry.I am afraid that is not allowed. 对不起，这是不允许的。
61、I am sorry.It is out of the question. 对不起，这恐怕是不可能的。
62、Hope you will understand me. 希望您能谅解。 63、Any uneasiness,please point it out.
对不起，让您久等了。 51、Would you pay by cash or credit card?
酒店英语管理词汇大全m
酒店英语管理词汇大全1. Introduction酒店业是一个全球性的行业，需要与来自不同国家和文化背景的客人进行沟通和交流。
为了更好地管理酒店业务，学习和掌握酒店英语管理词汇是至关重要的。
本文将介绍一些常用的酒店英语管理词汇，以帮助酒店管理人员更好地理解和运用这些词汇。
2. Front desk（前台）2.1. Check-in（办理入住手续）•Reservation（预订）•Confirmation（确认）•ID proof/Identification（身份证明）•Guest registration card（客人登记卡）•Room key（房间钥匙）•Occupancy（入住率）•Room assignment（分配房间）•Room rate（房价）•Credit card authorization（信用卡授权）•Baggage handling（行李处理）2.2. Check-out（办理退房手续）•Settlement（结算）•Invoice（发票）•Room service charge（客房服务费）•Additional charges（额外费用）•Feedback（反馈）3. Housekeeping（客房部）3.1. Room cleaning（客房清洁）•Housekeeper（客房服务员）•Bed linen（床单）•Towels（毛巾）•Toiletries（洗漱用品）•Housekeeping checklist（客房清洁检查表）•Turndown service（夜床服务）•Deep cleaning（彻底清洁）•Vacuuming（吸尘）3.2. Mntenance（维修）•Mntenance request（维修请求）•Plumbing（水暖）•Electrical（电气）•r conditioning（空调）•Fire safety（消防安全）•Work order（工作订单）•Emergency response（紧急响应）4. Food and Beverage（餐饮部）4.1. Restaurant（餐厅）•Host/hostess（主持人/女主持）•Server/wter/wtress（服务员）•Menu（菜单）•Specials（特色菜）•Reservation（预订）•Order taking（点餐）•Food preparation（食物准备）•Serving（上菜）•Bill（账单）•Tip（小费）4.2. Bar（酒吧）•Bartender（调酒师）•Drinks（饮料）•Cocktls（鸡尾酒）•Wine list（酒水单）•Happy hour（欢乐时光）•Bar snacks（酒吧小吃）•Wine tasting（品酒）5. Sales and Marketing（销售与市场部）5.1. Sales（销售）•Sales representative（销售代表）•Sales target（销售目标）•Sales strategy（销售策略）•Sales forecast（销售预测）•Sales promotion（促销活动）•Sales report（销售报告）5.2. Marketing（市场）•Marketing campgn（市场活动）•Market research（市场调研）•Branding（品牌化）•Advertising（广告）•Public relations（公共关系）•Social media（社交媒体）•Customer loyalty（顾客忠诚度）6. Human Resources（人力资源部）6.1. Recruitment（招聘）•Job posting（招聘启事）•Resume/CV（简历）•Interview（面试）•Reference check（背景调查）•Job offer（职位录取）6.2. Trning（培训）•Orientation（入职培训）•On-the-job trning（在岗培训）•Team building（团队建设）•Performance evaluation（绩效评估）•Trning program（培训计划）6.3. Employee Relations（员工关系）•Grievance（投诉）•Conflict resolution（冲突解决）•Employee satisfaction（员工满意度）•Employee engagement（员工参与度）•Workplace culture（工作环境文化）7. Conclusion酒店英语管理词汇对于酒店管理人员来说是必不可少的。
酒店公共英语
What time is it?
现在几点钟
It’s 10:30 in the morning. 早上十点半 Please keep it. 请保管好
What do you think of our service. 您对我们的 服务有什么意见 Thank you for your comments. 谢谢您的意见
Never mind. 没关系 12 Excuse me. 请原谅/打扰了 13 This way please. 这边请 14 Take care. 请慢走 15 Goodbye. 再见 16 Please wait a moment. 请稍等 17 See you later. 回头见 18 I see. 我明白了 19 Have a nice day. 祝您今天心情愉快。 20 It’s my duty. 这是我应该做的
公共区域 宴会厅 会议室 中餐厅 西餐厅 超市 接线员 行李生 楼层服务员 接待员 收银员，出纳 主管
General Manager 总经理 Front office department 前厅部 Front office manager 前厅部经理 Assistant Manager 大堂副理 Sales department 销售部 Sales manager 销售经理 Food and beverage department 餐饮部 Housekeeping department 客房部 Personal and training department 人事培训部 Financial department 财务部 Engineer department 工程部 Security department 保安部
客房设施常用词汇
Air conditioner Dressing table Night table TV set Bathtub
最新酒店公共英语完全培训课件
传统的中国节日 Traditional Chinese holidays
• 春节 Spring Festival • 妇女节Women’s Day • 清明节 Tomb-sweeping Day • 青年节 Youth Day • 劳动节 Labor’s Day • 儿童节 Children’s Day • 端午节 Dragon-boat Day • 中秋节 Mid-autumn Day • 国庆节 National Day
备注：
• 英美人的名字一般包括三个部分：名（given name），中间名（middle name）以及姓氏 （family name/surname）。比如说，在George W. Bush(乔治.沃克 .布什) 中，George是名，布 什是姓。因此，我们可以称呼他George,或是Mr. Bush,而不能是Mr. George. 另外，英美女性在结 婚之后都会随夫姓，因此，如果Rose Williams(罗斯.威廉姆斯)嫁给Tom Hamilton（汤 姆.汉密尔顿）之后，我们就只能称她为Mrs. Hamilton而不是Mrs. Williams
3.nice to meet you.很高兴见到您.
4.how do you do?你好.
5.How are you today, Mr. Smith? 您好，史密斯先生？很好，谢谢
• Fine， Thank you. And you?
congratulations 祝贺
3.wish you every sucess!
酒店公共英语完全培训课件
• 问候祝福 • 送别祝愿 • 征询应答 • 问路引路 • 致歉答歉 • 致谢答谢 • 接打电话 • 提醒提示 • 日常术语
培训大纲
酒店公共英语100句
一、数字：zero one two three four five six seven eight nine ten零一二三四五六七八九十Eleven twelve thirteen fourteen fifteen sixteen seventeen eighteen nineteen 十一十二十三十四十五十六十七十八十九twenty twenty-one thirty-two forty-three fifty-four sixty-five二十二十一三十二四十三五十四六十五seventy-six eighty-seven ninety-nine one/a hundred七十六八十七九十九一百one hundred and one one hundred and ten one hundred and twenty-one 一百零一一百一一百二十一one thousand one thousand and one one thousand and ninety-three一千一千零一一千零九十三ten thousand one million one billion一万一百万十亿first 1st second 2nd third 3rd fourth 4th fifth 5th第一第二第三第四第五二、星期：Monday Tuesday Wednesday Thursday Friday Saturday Sunday 星期一星期二星期三星期四星期五星期六星期日一．问候用语：1.Good morning/afternoon/evening,sir/madam.早上好/下午好/晚上好，先生/女士。
2.How do you do ? 您好!(初次见面)3.Nice to meet you . 很高兴见到您。
4.Welcome to Swish Hotel of Panjin. 欢迎来到盘锦瑞诗酒店。
2021年广东省酒店职业英语等级考试初级
《广东省酒店职业英语级别考试》（初级）
考前培训班
省旅游局决意提高星级饭店一线员工英语水平，从开始举办《酒店职业英语级别考试》。
考试分四个级别，每个级别又分五大类考试内容，并按年规定酒店提高员工持证率。
报考岗位：前台、客房、中餐、西餐、康乐与商场
持证率：酒店6月前持证率持证率
五星级60% 75%
四星级45% 60%
三星级30% 50%
一、二星级15% 30%
省旅游局准备循序渐进，至先举办初级考试，-举办中、高档考试。
为了协助酒店员工争取优秀成绩，华通外语中心特此推出《酒店职业英语级别考试》培训方案，详情如下：
考前培训：依照测评成果，考生可以自愿选读课程，课程分为酒店公共英语（笔试某些）及岗位英语（口试某些），每个课程为4周，每周2次，每次90分钟。
培训流程：学前测试——注册按限度编班——参加考前培训——调节考试时间——考试
指定教材：广东省旅游行业职务培训指引委员会编写、广东旅游出版社出版——定价：38元/本
考前培训课程
联系人：章教师谭教师。
酒店英文50句
宏远酒店公共英语50句1、早上（下午，晚上）好！Good morning (afternoon, evening)!2、晚安！Good night!3、欢迎光临宏远酒店！Welcome to Winnerway Hotel!4、您好！（第一次见面）---How do you do!---How do you do!您好！（熟人之间）---How are you!---Fine, thank you .5、请问您尊姓大名？May I have your name?6、请别挂断电话，好吗？Would you hold the line, please?7、让您久等了！Sorry to have kept you waiting!8、您喜欢住在我们酒店吗？Would you like to stay in our hotel?9、请稍等！Please wait a moment!10、先生，下去（上去）吗？请问哪一层楼？Sir/Madam, going down (up)? Which floor ,please?11、祝您住得愉快！Hope you enjoy your stay here!12、请您签名。
Please sign here.13、谢谢，您真好！Thank you , it’s very kind of you!14、感谢您的忠告（信息，帮助）！Thanks for your advice (information, help)!15、我马上去做。
I’ll do it right away.16、对不起，我对此非常抱歉！Sorry, I’m awfully sorry about that!17、很抱歉，打扰您了！Excuse me, I’m sorry to disturb you!18、不用谢Don’t mention it. / My pleasure.19、这是我应该做的。
It’s my duty.20、需要我帮助吗？May I help you? / Can I be of help?/ What can I do for you?21、希望您不介意。
酒店公共英语应用培训.pptx
CONVERSATION
Staff :Good morning, Mr. Smith. How are you today? 员工：早上好，史密斯先生，您今天好吗？ Guest :Good morning, Jane. I’m fine, thanks, and you? 客人：早上好，简。我很好，谢谢，你呢？ Staff :I’m fine too. Are you checking-out today? 员工：我也很好，您今天要离店了吗？ Guest :yes, I think so. 客人：是的。 Staff :Did you enjoy your stay here? 员工：您在这里住的还愉快吗？ Guest :Yes, I did. 客人：是的，我很愉快。
财务部 Financial Dpt
人事行政办公室 Human Resource & Executive Office
GREETING & FAREWELLS
VOCABULARY
welcome identify enjoy trip look forward to
欢迎
friend
朋友
识别
definitely 肯定
E Name of Department
阳光酒店七部一室
前厅部 Front office Dpt 餐饮部 Food & Beverage Dpt
客房部 Housekeeping Dpt 营销部 Sales & Marketing Dpt
安保部 Security Dpt
工程部 Engineering Dpt
PHRASES ON THE JOB
I am sorry to have kept you waiting. 不好意思让您久等了。 I assure you it won’t happen again. 我保证同样的事情绝不再次发生。 I beg your pardon. 不好意思，请您重复一遍。 Sorry for the inconvenience.
酒店英语知识点总结
酒店英语知识点总结1. 预订和入住- 预订房间：make a reservation/book a room- 确认预订：confirm the reservation- 入住登记：check in- 退房：check out- 订房确认单：booking confirmation- 订金：deposit- 房卡：room key- 赠送的服务：complimentary services- 免费WiFi：free Wifi- 预付款：pre-payment- 房型选择：room selection2. 服务设施- 酒店大堂：hotel lobby- 行李服务：luggage service- 24小时前台服务：24-hour front desk service- 自助餐厅：buffet restaurant- 酒吧：bar- 中餐厅：Chinese restaurant- 游泳池：swimming pool- 按摩服务：massage service- 健身房：fitness center- 会议室：conference room- 商务中心：business center- 免费停车：free parking- 室外花园：outdoor garden- 游乐场：playground3.客房设施- 标准房间：standard room- 套房：suite- 单人间：single room- 双人间：double room- 电视：television- 免费饮料：complimentary drinks- 迷你吧：mini bar- 室内取暖/空调：room heating/air conditioning- 私人浴室：private bathroom- 免费洗漱用品：complimentary toiletries- 24小时客房服务：24-hour room service- 免费报纸：free newspaper- 公共电脑/打印服务：public computer/printing service - 浴袍和拖鞋：bathrobe and slippers4.用餐- 房间送餐：room service- 自助早餐：buffet breakfast- 午餐：lunch- 晚餐：dinner- 点菜：à la carte- 自助餐：buffet- 酒水：beverages- 特色菜肴：signature dishes- 饮食偏好：dietary preferences- 预订餐厅：book a table5.支付和结算- 结账：settle the bill- 支付方式：payment method- 现金支付：cash payment- 信用卡支付：credit card payment- 预付/押金：pre-pay/deposit- 发票：invoice- 账单：bill- 结算方式：settlement method- 优惠活动：promotion6.沟通与投诉- 表达需求：communicate needs- 投诉服务不满：complain about unsatisfactory service - 申请更换房间：request for a room change- 解决问题：resolve issues- 语言沟通：language communication- 翻译服务：translation service- 客户关怀：customer care- 满意度调查：satisfaction survey7.礼仪与礼貌- 接待礼仪：reception etiquette- 礼貌用语：polite phrases- 尊重个人隐私：respect personal privacy- 解决纠纷：resolve disputes- 提供帮助：offer assistance- 眼神交流：eye contact- 礼貌态度：polite attitude- 礼貌行为：polite behavior以上是酒店英语知识点的总结，希望对您有所帮助。
酒店各个部门英语培训500例
Hotel Housekeeping English 酒店客房英语
Housekeeping, May I come in, sir(madam)？ 客房服务员，我可以进来吗，先生（女士）？
May I make up your room now, sir (madam)? 我现在能为您清扫房间吗？先生（女士）？
酒店公共英语
招呼语 Good morning. (用于中午以前) Good afternoon. (用于中午至下午六点以前) Good evening. (用于下午六点过后)
Good morning, sir. Are you checking-out? 早上好，先生，请问您要退房吗？
Here is your… 这是您的***
Hotel Front Office English 酒店前厅英语
Did you have any reservation, sir (madam)? 请问您有预订吗, 先生（女士）?
show me your license for registration，please？
Thank you, sir. 谢谢您，先生。
You are welcome/that’s all right 不客气。
Pardon? 对不起？
I beg your pardon? 对不起请再说一遍好吗？
Thank you for calling. 感谢您的来电。
you like pay any deposit for miscellaneous? 您的公司为您付房费,您可以付一下杂费押金吗?
Thank you, sir. How can I establish your method of payment? By credit card or cash? 谢谢您,先生.请问您怎么付押金?用信用卡还是 现金?
酒店公共英语培训(26、30叶顺庆)
I apologize for what I’ve said just now. 我为刚才说的话道歉。
We are very sorry for the inconvenience. 不便之处敬请原谅。
对话练习
1.客投诉隔壁房间声音吵 2.客投诉自已点的菜没上来 3.客投诉房间内没厕纸 4.客投诉有骚扰电话打进来
问询与应答
问： 1、May I help you ? /can I help you 我能帮你做什么？ 2、What can I do for you ? 有什么需要帮忙的吗？ 3、Anything I can do for you ? 还有别的帮忙的吗？ 4、Is this all right ? 这样可以吗？ 5、if there is anything I can do for you ,please let me know 有什么我能帮忙的，请告诉我 6、if I can be any assistance, please don’t hesitate 如果我能帮上忙，请尽管讲
致歉
致歉语
Excuse me 打扰一下 I’m sorry I do apologize 我很抱歉 please accept our apology 请接受我们的歉意 I assure you it won’t happen again 我向你保证下次不会再发生这种事 I’m sorry to hear that 对你所说的事情我感到很抱歉 I’m sorry we made a mistake 很抱歉我们犯了个错误
不用谢，这是我的荣幸，希望能再次见到你，祝你旅行愉 快
综合： S: good morning sir ,are you going out? 先生早上好，您要出去吗 G:good morning, yes .Can you get me a taxi? 早上好，是的，你能帮我中辆车吗 S:no problem. just a second. 好的，请稍等 S: Have a nice day sir, see you later 祝您有愉快的一天，再见 G: Thank you ,bye. 再见 回店： S: Hi, welcome back ,sir . Nice to see you again. how was your day today. 先生你好，欢迎回来，你今天过得好吗 G: not bad 还不错 离店： g: hey buddy ,I’m leaving the hotel today ,I wanna say thank you for your service. 我要离店了，谢谢你的服务 S: you are welcome ,it’s my pleasure. i hope to see your soon. G:bye 不用谢，这是我应该的，希望再次见到你
酒店常用英语口语
酒店常用英语口语酒店常用英语口语一，招呼语和公共用语（公共课程）Good morning (用于中午以前)Good afternoon(用于中午至下午六点以前) Good evening (用于下午六点过后)在这些招呼语的后面接句子，例如：Good morning sir ,are you checking –out ?早上好先生，请问要退房么？Good afternoon sir ,welcome to Fameya Hotel.中午好先生，欢迎光临中恒泛亚酒店。
Good evening MS,may I help you ?晚上好，小姐，请问有什么可以帮您呢？后面也可以接上自己的酒店名称，部门名称，如；Good morning sir ,this is front desk ,may I help you ?早上好，先生，这里是服务台，请问有什么可以帮您呢？How do you do ?您好吗？Nice to meet you 很高兴见到你How are you /how is it going 你好吗？Welcome to our hotel 欢迎光临我们酒店thank you 谢谢You're welcome 不客气I am sorry 对不起Never mind 没关系excuse me 请原谅/打扰了I'm sorry for disturb you ,对不起，打扰您了this way ,please这边请Take care 请慢走please wait a moment请稍等See you later 回头见it's my duty 是我应该做的Don't worry 别着急please follow me 请跟我来Please after you 您先请here you are 给您Turn left(right),please,请左/右拐go straight ,please ,请直走Please repeat 请在说一遍can you speak slowly?请讲慢点二，酒店前台英语口语（针对前厅部员工）概述；在酒店里所使用的英语会话，基本上属于商业英语，与日常生活中所使用的略有不同，较注重礼节，对男性客人尊称为SIR，而对女性客人尊称为MS在招呼客人时，最好说excuse me ,SIR(MS),,正视对方的眼睛，已显示出你的信心和诚意，，不管什么情况下，别说“I DONN’T KNOW”，回答“不知道”是非常不礼貌的。
s-w-c--2015酒店物业工程部培训手册--公共英语100句
酒店公共英语100句欢迎和问候1.早上好，先生/女士。
Good morning, sir/madam2.下午好，先生/女士。
Good afternoon, sir/madam3.晚上好，先生/女士。
Good evening, sir/madam4.很高兴见到你。
Nice to meet you5.很高兴您再次光临本店，先生/女士。
Glad to have you here again, sir/madam6.欢迎光临酒店！7.您好吗？How is everything going8.祝您在这过得愉快Have a pleasant stay here9.您今天好吗？How are you today10.希望您在我们酒店过得愉快（客人刚入住时）I hope you will enjoy your stay with us11.祝您过得愉快！（客人再住期间）Have a good time12.很长时间没见到您了。
I haven't seen you for a long time13.欢迎您光临大堂吧。
Welcome to Lobby Lounge14.欢迎再次光临天伦阁西餐厅/珑堡法餐厅Welcome back to Courtyard Restaurant/Restaurant de Lonbo 指引用语15.这边请。
This way, please16.先生/女士，您先请。
After you sir/madam17.请上楼/下楼。
Go upstairs/downstairs, sir/madam18.请一直走。
Go straight, please19.在二层。
It's on the second floor20.在第一拐角向左/右。
Turn left/right at the first corner21.洗手间就在…旁边。
The washroom is beside…22.在地下室走廊尽头。
宁波远洲大酒店英语手册
宁波远洲大酒店英语手册S&N Hotel NingboHotel English目录第一部分公共英语一、酒店各部门英文名称1.餐饮部Food & Beverage Department2.客房部Housekeeping Department3.康乐部Recreation Department4.工程部Engineering Department5.保安部Security Department6.财务部Finance Department7.前厅部Front Office Department8.营销部Sales & Marketing Department9.人力资源部Human Resources Department10.行政办公室Executive Office二、称谓用语1、直接称谓：（1）知道客人的姓氏时使用：Mr.XXX, Mrs.XXX, Ms.XXX, Miss.XXX,（2）不知道客人的姓氏时使用：Sir, Madam, Gentlemen, Lady, young gentleman.2、间接称谓：the lady with you, the gentleman with you, that lady, that gentleman.问好：1、Good morning, sir/madam. 早上好！先生/夫人。
2、Good afternoon, sir/madam. 下午好！先生/夫人。
3、Good evening, sir/madam. 晚上好！先生/夫人。
4、A: How are you today, sir? B:Fine，Thank you. And you?先生，今天一切都好吗？很好，谢谢。
你呢？欢迎：1、Welcome to the Foreign Businessmen Club/Hotel. 欢迎光临外商活动中心。
2、Welcome to our Hotel. 欢迎光临我们酒店。
广东省酒店职业英语等级考试系列教材酒店职业英语(初级)
B 打搅了，请问酒店里有网吧吗？
Exxuse me, is there an Internet café in the hotel? 有的，请乘电梯到2楼，你将看到香奈尔专卖店，
网吧就在它旁边。
Yes. Please take the lift to the second floor. You’ll see a Chanel stroe. The Internet café is just nearby.
Here is the booklet. It’s very popular a 你听说过广东菜吗？
Have you heard about Cantonese food? 没有，不过我想尝尝。 No, but I’d like to try it. 如果你来中国，广东菜可是不容错过的呢。
B 史密斯先生，好久不见了。你好吗？ Long time no see, Mr. Smith. How are you? 嗨，小王。我很好。你呢？ Hi, Xiao Wang. I’m fine, and you? 我也一样，谢谢你。你看上去气色真好！ Me too, thank you. You look great! 哦，是嘛？我今天要去观光。 Oh yeah? I’ll go sightseeing today. 祝你玩得开心。 Have a nice day!
广东省酒店职业英语等级 考试系列教材
酒店职业英语（初级）
HOSPITALITY ENGLISH
（PRELIMINARY）
酒店公共英语 GENERAL ENGLISH
第一单元 打招呼及送行 Unit One Greeting and Sending off
A 下午好，欢迎来到国际大酒店。
初级酒店英语
酒店基础英语Hotel Basic English Part I General English 公共英语一、Basic vocabulary 基本词汇客房部：Housekeeping HK前厅部: Front Office FO工程部：Engineering Department ED餐饮部：Food and Beverage Department FB行政部：AdministrationDepartmentAD保安部：Security Department SD市场销售部：Sales and Marketing Department SM 财务部：Finance Department FDGeneral Manager 总经理Deputy General Manager 副总经理Director 总监Manager 经理Assistant Manager 大堂副理Manager On Duty 高值经理Supervisor 主管Captain 领班Assistant to the housekeeper管家助理Waiter/Waitress 餐厅男/女美食顾问Operator 总机话务员Bellboy 行李生Receptionist 总台接待员Lobby 大堂．Front desk 总台Cashiers 结帐处Guest service center 宾客服务中心Concierge/bell service 行李组Lift/Elevator 电梯Ticket service 票务服务F&B Reservation 宴会预订Room service 客房送餐Restaurant 餐厅Conference room/meeting room 会议室Parking lot 停车场Basement parking lot 地下停车场Toilet/Washing room/Lavatory 卫生间SPA 休闲中心Fitness Center 健身房二、Daily Expressions 日常用语一、Greeting and Parting 问候与告别1、Good morningafternoon, evening, sirmadam.早上下午、晚上好,先生夫人;2、How do you do您好初次见面How do you do您好回答Nice/Glad to meet you.很高兴见到您;3、How are you您好吗Fine, thanks, and you好,谢谢,您呢4、Welcome to our hotel restaurant.欢迎到我们酒店餐厅来;5、Wish you a most pleasant stay in our hotel.愿您在我们酒店过得愉快;6、I hope you will enjoy your stay with us.希望您在我们酒店过得愉快;7、Have a good time祝您过得愉快8、Have a good evening/weekend祝您晚上过得愉快／祝您周末过得愉快9、Good-bye and hope to see you again.再见,希望再次见到您;10、See you later. 等会儿见;11、Good night. 晚安;12、See you tomorrow. 明天见;13、Goodbye and thank you for coming. 再见,谢谢您光临;14、Goodbye and hope to see you again. 再见,希望再见到您;15、Have a nice trip. 一路平安;16、Have a pleasant journey. 祝您旅途愉快;17、Have a nice day. 祝您今天过好;18、Good luck. 祝您好运;二、Telephone Expressions 电话用语1、Good morning, MOON YO Hotel. /This is…Can I help you您好,幔悦酒店／这里是……;需要帮忙吗2、Sorry, I've dialed the wrong number.对不起,我拨错号了;3、Sorry, you have dialed the wrong number, I'll extend you to…对不起,您拨错号码了,让我帮您转到……4、Who are you looking for /Where are you transferring for您找哪位／您要转哪里5、May I speak to your General Manager能和你们总经理说话吗Speaking, please. 我就是;6、Sorry, he is not in at the moment.对不起,他现在不在;Would you like to leave a message你要留口信吗7、Pardon 升调对不起,请再说一遍好吗I beg your pardon 对不起,请再说一遍好吗8、Sorry, I still didn't understand what you said,will you please speak slowly对不起,我还没听懂,您能讲慢一点吗9、Hold the line, please. I'll extend you to the Assistant Manager.请稍等,我帮您转至大堂副理处;l0、I'm sorry, the line is busy. Would you mind waiting on the line 对不起,电话占线;您是否拿着电话稍等一会儿11、Thank you for your waiting. 让您久等了三、Greetings 祝贺语1、Congratulations 祝贺您2、Happy birthday 生日快乐3、Happy New Year 新年快乐4、Merry Christmas 圣诞快乐5、Have a nice holiday 节日快乐6、Wish you every success 祝您成功四、Thanks and Responses 答谢和应答语1、Thank youvery much. 谢谢您非常感谢;2、Thank you for your adviceinformation, help感谢您的忠告信息、帮助;3、It's very kind of you. 您真客气;4、You are welcome. 不用谢;Don't mention it. 不用谢;5、It's my pleasure. 非常高兴为您服务;With pleasure. 非常高兴为您服务;My pleasure. 非常高兴为您服务;6、I am at your service. 乐意为您效劳;7、Thank you for staying in our hotel. 感谢您在我们饭店下榻;五、Apologies 道歉语1、I'm sorry. 很抱歉;2、Excuse me. 对不起;3、I'm sorry. It's my fault. 很抱歉,那是我的过错;4、Sorry to have kept you waiting. 对不起,让您久等了;5、Sorry to interrupt you. 抱歉打扰您;6、I'm sorry about this. 我为此感到抱歉;7、I apologize for this. 我为此抱歉;8、That's all right. 没关系;9、Let's forget it. 算了吧;六、Requests and Responses 征询与应答语1、Can/May I help you 我能为您做什么What can l do for you 我能为您做什么2、Just a moment please, I'll be with you right away/immediately.请稍等一下,我马上就来;3、Yes, of course. 当然可以;Certainly. 当然可以;七、Giving Directions 指路用语1、Go upstairs/downstairs. 上楼／下楼;2、It's on the second/third floor. 在二／三楼;3、Turn left/right. 往左／右转;4、This way, please. 请这边走;5、Follow me please. 请跟我来;6、After you. 您先请;7、Excuse me, where is thewashing room请问洗手间在哪里8、The washing room is next to the lift.洗手间在电梯隔壁;9、The F&B reservation desk is on the second floor.宴会预订处就在二楼;10、I'll show you to the….This way, please.我带您到……,请跟我来;八、Reminding 提醒用语1、MindWatchyour step. 请走好2、Please be careful. 请当心;3、Don't worryabout it. 别担心;4、Take it easy. 放心好了;5、Please don't leave anything behind.请别遗忘物品;6、Please don't smoke here.请别在这儿吸烟;Part II Professional English 业务英语Front Office Dept. 前厅部一、Basic vocabulary 基本词汇1、reception 接待处2、information 问讯处3、reservation 预订处4、form 表格5、registration form 登记单6、fill in 填写7、welcome card/passport 欢迎卡8、C/Icheck-in 入住9、C/Ocheck-out 退房10、no-show 有预订未入住11、change room 换房12、extension of stay 续住13、complain 投诉14、preferential rate 优惠价15、commercial rate 协议价16、coupon/voucher 票／券17、complimentary 免费赠送18、message 留言19、confirm/confirmation 确认20、cancel/cancellation 取消21、signature 签名22、discount 折扣23、room rate 房价24、tariff 房价表25、umbrella 雨伞26、trolley/cart 手推车27、luggage/baggage 行李二、Daily Expressions 日常用语1、Good morning. This is Room Reservation. May I help you早晨好客房预订处,我能为您做什么2、For what date您要订哪一天的房间3、For how many nights您要住几个晚上;4、How long will you be with us /How long are you going to stay here您打算住多久5、A single room or a double room/deluxe suite需要单人房间还是双人房间／豪华套房6、For how many people please你们一起几个人7、What time will you be arriving您将在何时到达8、Have you made a reservation /Do you have any reservation您有没有预订房间9、For a____room the price would be RMB____yuan.____房的价格是____元;10、May I know your name and room number您能告诉我您的名字和房间号码吗11、May I see/have a look at your passport能看一下您的护照吗12、Would you please fill in this form麻烦您填写一下这张表,好吗13、Would you please sign your name here麻烦您在这儿签一下您的名字;14、Would you please have a seat in the sofa over there您在那边沙发上坐一会儿好吗15、May I take your luggage for you我来帮您拿行李,好吗16、How many bags do you have in all您一共有你个包17、Don't worry, your luggage will be sent up at once.别但心,您的行李很快就会送上去的;18、This is your room card and room key.这是您的房卡和房间钥匙;19、May I take a message for you我帮您传一下口信,好吗20、Here is the paper and pen, Please write down your message.这是纸和笔,请写下您的留言;21、Please pay the deposit in advance.请您先付一下订金;22、How would you like to pay, sir, in cash or by credit card先生,请问您是用现金还是用信用卡付账23、Your room number is 1208. This is your welcome card.您的房间号码是1208;这是您的欢迎卡;24、The check out time is 12:00 at noon. You'11 have to pay halfof the rate if you leave after 12:00. You'11 have to pay the full rate if you leave after 6:00pm,退房时间是中午12:00,如果您12点后退房,必须多付半天房租;如果晚上6点后退房,按全日收费计算;25、If you want a late check-out at____ pm, please contactwith the Assistant Manager.如果您想要在下午____点退房,请联系大堂副理;26、Sorry, all ____rooms are occupied. How about having a ____对不起,____房已经满了,____房怎么样Rooming the guestBellboys are the key personnel who not only escort guest to his/her room but also introduce the hotel facilities and the main features of guest room. It is the perfect opportunity for us to make our guest feel welcomed and relaxed.Scene one: guest completes check in at Front desk.At Front deskGSA: Mr. Robinson. This is your bellboy Tony. He will show you to your room.. Have a pleasant stay,GST: Thank you very much. Goodbye.GSA: Goodbye, Sir.Bell: Good morning, Mr. Robinson. Nice to meet you. May I have your room number, pleaseGST: Here you areBell: .This way to the elevator. Is this your first time in Fuzhou How is your tripGST: Not really. I used to stay in other hotels.Bell: Welcome to our hotel. Here comes the elevator. Please come in.In the elevatorBell: Your breakfast is in the Chinatown Restaurant located in the Second Floor from 7:00-10:00.GST: Ok.Escort guest to the roomBell: Here we are, Mr. Robinson. After youBell: This way to your room. Here is the emergency exit. This is your room. May I use your room keyGST: Sure. Here you are.Bell: Insert key for power Sir. Please come in.GST: Thanks.Bell: May I put your suitcase on the luggage rackGST: Yes, please. Please put my laptop on the table.Bell: Certainly, Mr. Robinson. How do you like the room temperature GST: I like it a little cooler.Bell: Certainly, sir. This is the air-condition control. Now I turn down the room temperature to 20 degrees centigrade.GST: That’ll be good.Bell: May I introduce the room facilities for youGST: Sure. Please go ahead.Bell: This is the internet connection. The internet is free. If you need anything during your stay, please simply contact Extension 60. All the stationery is in this drawer. This is the hotel service directory, GST: All right.Bell: Here is the mini bar. All the items are chargeable on consumption basis. We offer complimentary coffee and tea. If you need more, please feel free to inform Housekeeping.Bell: This is the TV guide for hotel channels.Bell: We offer 2 bottles of purified water everyday. If you need more, please inform our Housekeeping as well.GST: All right.Bell: This is the wardrobe. Here we have safe box; iron & ironing board.Bell: How do you like your room, Mr. RobinsonGST: Very good.Bell: Is there anything else I can do for you, sirGST: Thank you Tony.Bell: Have a pleasant stay in our hotel. If you need more information about the city, please just contact Concierge. Goodbye.GST: Goodbye.Finance Dept. 财务收银一、Basic vocabulary 基本词汇1、preferential price/privilege 优惠2、discount 折扣3、breakfast coupon 早餐券4、cashier 收银员5、deposit/deposit receipt 押金/押金收据6、credit card 信用卡7、exchange rate 汇率／兑换价8、foreign currency 外币10、Japanese yen 日元11、HK dollar 港币13、change 零钱14、exchange memo 兑换水单15、bill 账单16、unit price 单价17、note/bill 纸币18、mini bar 小酒吧19、drink 饮料20、valuables 贵重物品21、service charge 服务费22、cash 现金23、minimum charge 最低收费／最低价24、coin 硬币25、safety deposit box 保险箱26、free/free of charge/on the house 免费27、one-yuan/five-yuan/ten-yuan notel元/5元/10元钞票28、settle accounts with RMB/pay in RMB/by credit card用人民币结算／用信用卡付账二、Daily Expressions 日常用语1、Good morming/afternoon/evening. Can I help you早上好/中午好/晚上好,需要帮忙吗2、Are you checking out right now您现在要结账退房3、l'd like to check out now. I'd like to pay my bill now.我现在要结账;4、How would you like to make the payments您准备如何付账5、How would you like to pay,sir,in cash or by credit card先生,请问你是用现金付账还是用信用卡付帐6、May I have your name and your room number, please能告诉我您的姓名及房号吗7、Did you take anything from the mini-bar in your room您使用过客房小酒吧吗8、May I have your credit card, please我可以刷一下您的信用卡吗9、What's this amount for这是什么费用10、That's for the phone calls you made from your room.那是您在房间打的电话费;11、The charge is for drinks taken from the mini-bar.这笔费用是客房小酒吧的饮料费;12、The service charge is included in the bill.服务费也包括在这帐单内;13、How much is the total /How much does it come to in total请问总共多少饯14、Your bill comes to____Yuan.您的帐单共计____元;15、Here's your bill, it's 1000 yuan in a11. Would you like to check it这是您的帐单,一共是1000元,您要确认一下吗16、I am sorry, sir, but there has been an error in your bill.Please wait a minute while I correct it.对不起,先生,您的帐单弄错了;请稍侯,我马上把它改过来;17、I'll just check it again for you, madam.女士,我为您再核对一遍;18、Here is your change and receipt.这是您的钱和收据;19、Sorry, your credit card has been stopped paying. According to theregulations of bank, it must be cancelled.对不起,您的信用卡已经止付;根据银行规定要取消;20、Sorry to have kept you waiting.对不起,让您久等了;21、Please check it and sign here.请核对一下在这里签个字;22、Thank 're welcome to come again.谢谢,欢迎再次光临;23、Would you please tell me today's foreign exchange rate请告诉我今天的外币兑换率好吗24、Today's exchange rate for every US dollar is____Yuan.今天的美元兑换率是____元／美元;25、How much would you like to change, sir您想兑换多少26、Would you please fill in the exchange memo请填一下兑换水单好吗27、Would you like to pay your meal into your room bill您想将餐费计入房间总账里吗Housekeeping Dept. 客房服务一、Basic vocabulary 基本词汇extra bed 加床single bed 单人床twin bed 双人床king-sized bed 大床pillow 枕头towel 毛巾wardrobe 衣柜hanger 衣架bath robe 浴袍slippersa pair of…拖鞋safety deposit box 保险箱password 密码mini bar 小酒吧refrigerator 冰箱mineral water 矿泉水laundry bag 洗衣袋ironing board 烫衣板iron/flat iron/electric iron 熨斗/电熨斗kettle 电热水壶tooth brush 牙刷tooth paste 牙膏sewing kit 针线包fruit 水果room service 送餐服务ashtray 烟灰缸match 火柴breakfast voucher/coupon 早餐券drawer 抽屉switch 开关mirror 镜子remote control 遥控器floor lamp/light 落地灯reading lamp/light台灯night lamp夜灯bed-sidelamp床头灯telephone电话bathtub浴缸toiletbowl马桶wash basin洗脸盆tap水龙头bath foam 沐浴液shampoo洗发水quilt cover被套quilt被子bathing towel浴巾television电视hair dryer电吹风bathroom scales健康称computer电脑keyboard键盘mouse鼠标transformer多功能插座电压转换插座socket插座二、Daily Expressions 日常用语1、Housekeeping. May I come in客房服务;我可以进来吗2、Welcome to the ____ floor. I'm your room attendant.May I help you with your bag, please, madam我是您的客房服务员;要我帮您拿包吗,小姐3、May I have your room number, please能告诉我您的房号吗Thank you. Let me show you to your room.谢谢,让我带您到您的房间;This way please. Here we are.这边请;我们到了;4、Please let me know if there is anything I can do for you. The Extension is 60.如果有什么事需要我帮忙的话,请告诉我;分机号码是60;5、I’m sorry to trouble you, sir. May I clean the room now先生,对不起麻烦您了;现在我可以打扫房间吗6、Not at the moment. 现在不需要;7、Shall we come back later / Would you like me to come back later我们等一会再来,好吗／您要我迟些再来吗8、When would you like me to do your room, sir您要我什么时候来为您整理房间,先生In half an hour please.半个小时之后;9、I hope I'm not disturbing you.我希望没有打扰您;10、How long will it take to finish cleaning a room打扫完一个房间需要多少时间11、It usually takes half an hour to finish cleaning.打扫卫生一般需要半小时;12、I'd like one more toothbrush.我想再要一把牙刷;13、One moment, madam. I'll bring/send them to you right away.等一会,夫人;我马上送来;14、There is something wrong with the toilet.我房间的马桶出了些问题;15、I'm very sorry, sir. A repairman will come and check it right away.我很抱歉,先生;修理工马上来检查;16、I'll do it right away.我马上去办;17、Turn-down service. May I come in夜床服务;我能进来吗18、The bed is hard. Please add one blanket for me.这床太硬了,请帮我加一条毯子;19、All right, sir. We will do that then.好的,先生;到时我们会这样做的;20、For laundry service, dial 60 and you will get the housekeeping.若需要洗衣服务,请拨60与客房中心联系;21、Have you got any laundry, sir先生,您有衣服要洗吗22、Do you need washing or dry-cleaning您是要水洗还是干洗23、I'll send someone to pick it up right away.我立刻叫人去收您要送洗的衣服;24、Please fill in the laundry list.请您填写好洗衣单;25、For express service it will only take 4 hours, and there is an extra charge of 50%快洗服务只需4小时,但要加50％的费用;26、For ordinary Service, we will deliver the laundry before 18:00.对于普通洗衣服务,我们在晚上18点前送回;27、Your laundry is back, madam.小姐,您的衣服送来了;28、You'd better check your laundry.您最好查看一下洗好的衣服;Food & Beverage Dept. 餐饮服务一、Basic vocabulary 基本词汇1、Chinese restaurant 中餐厅2、banquet hall 宴会厅3、bar 酒吧4、morning tea 早茶5、afternoon tea 下午茶6、breakfast 早餐7、lunch 午餐8、supper 晚餐9、buffet 自助餐10、Chinese food 中餐菜肴11、western food 西餐菜肴12、ashtray 烟灰缸13、tea cup 茶杯14、teapot 茶壶15、menu 菜单16、chopstick 筷子17、tableware 餐具18、napkin 餐巾19、paper napkin 餐巾纸20、knife 餐刀21、fork 餐叉22、spoon汤勺23、butter knife黄油刀24、glass 杯子25、tooth pick牙签26、table card 台号卡二、Daily Expressions 日常用语1、Chinese/Western restaurant;May I help you这是中／西餐厅,能为您服务吗2、How many persons, please你们一起共有几位3、Are you expecting any other friends还有其他人吗4、We are open from 7：00 to 21：30.我们从7点一直营业到21点30分．6、The breakfast buffet is from 7:00 till 10:00 .自助早餐从早上7点营业到10点;7、I'm sorry, the restaurant is full now.很抱歉,餐厅客满了;8、Do you have a reservation, sir先生,您有预订吗9、Is it only two of you就你们两位吗10、Do you have a meal voucher/coupon您有餐券吗11、Where would you like your table, in the main restaurant or in a private room您要大厅的餐位还是要包厢12、Where would you like to sit, by the window or near the corridor/in themiddle/near the corner, sir先生,您喜欢坐哪儿,靠窗还是靠走廊／中间／角落13、I'11 show you to your table. This way, please.我带您入座,这边请;14、Is this table all right这张桌子可以吗15、I'll show you to your new table.我带您到另一桌去;16、I'm afraid that table is reserved.那桌恐怕被订走了;17、We can seat you very soon.我们会很快安排您入座;18、Take a seat, please. Here is the menu. May I take your order, sir请坐,给您菜单,先生,您要点菜吗19、What would you like to havedrink您要吃喝点什么20、Would you care for some soup您要汤吗21、Today's special is…今天的特色菜是…22、I'm sorry, there isn't any left. Would you like to try another dish很抱歉,这个菜供应完了;您试试其他的菜好吗23、Here is yourthe……. Please enjoy Your meal./it.这是您的……,请慢用;24、Will that be all/enough, sir就这些吗,先生25、Would you care for anything else您还要点些别的吗26、What would you like to have coffee or tea您要喝咖啡还是茶27、How would you like your steak, well-done or medium-done您的牛排要煮得熟透还是半熟28、May I serve it to you now现在可以上菜吗29、Which flavor would you prefer, ___or ___您喜欢哪一种口味, ___或 ___30、The buffet is over there. Please help yourself.自助餐在那边;请随意取用;31、The dish is very hot. Please be careful.这道菜很烫,请小心;32、This food is best eaten while it is hot. Please enjoy your meal.这食物最好趁热吃;请好好享用;33、Excuse me, may I take your plate, sir对不起,先生,我可以收盘子吗Breakfast vocabulary 早餐英语词汇西瓜Water melon西红柿Tomato香蕉Banana梨Pear橙Orange葡萄Grape方糖Sugar盐Salt酱油Soy sauce果酱Jam胡椒Pepper醋Vinegar黄油Butter 蛋糕Cake煎饺Fried dumpling油条Deep-fried dough sticks夹馅面包Bread sandwich单面煎蛋Sunny side up双面煎蛋Fried over火腿ham培根bacon香肠sausage肉包Steamed stuffed buns咸鸭蛋Salt duck’s egg烤面包Toast炒饭Fried rice炒面Fried Noodles稀饭Porridge牛奶Milk豆浆Soybean milk橙汁Orange juice苹果汁Apple juice西柚汁Grapefruit juice菠萝汁Pineapple juice咖啡Coffee黑咖啡Black coffee奶咖啡White coffee红茶black tea绿茶Green teaWelcome to our restaurant. 欢迎到我们餐厅来;May I have your room number能告诉我您的房间号码吗This way, please请这边走;Enjoy your breakfast祝您用餐愉快I’m sorry, it’s my fault.很抱歉,那是我的错;Where is the washing room 卫生间在哪儿Would you like some coffee or tea请问您要咖啡还是红茶The coffee is free for you. 这咖啡是为您免费提供的; How would you like the eggs请问您鸡蛋要怎么做I’m afraid, You should pay extra for another person.对不起,恐怕您要为另外一人额外付费;How would you like to pay,in cash or sign the room您如何付款,现金还是房账This is your bill;Please check it and sign here. 这是您的帐单,请核查并签字; Room service EnglishGood morning. Room service. May I help you 您好,送餐服务;Would you like some drink 请问你要喝点什么How about you main cause 主食你要点什么呢May I have your room number 请问你的房号是多少呢Thank you .May I repeat your order now 谢谢你,请问我能重复您的点单吗Your room number is1710. You ordered xxx. Am I correct 您的房号是1710,您点了xxx,对吗Thank you for your calling .We will deliver your food in about 30 minutes. Good-bye .感谢您的来电,大概30分钟后我会把食物送到您的房间;再见;Good morning, Mr./Miss. xx, Room Service. May I come in 你好,XX先生/小姐,送餐服务,我可以进来吗May I put the tray /trolley over here 我可以把托盘/餐车放这里吗It’s xxxopen cover ,introduce food ,and cover it.Is it correct这是你点的XXX打开盖子,介绍食品,再盖上,您看对吗Here is your bill, sir/madam. Would you mind to sign it now Total is xx RMB.这是您的帐单,麻烦您签一下;一共XXX元;Thank you .May I remove the covers 谢谢您,我可以把您的盖子拿走吗Is there anything I can do for you 请问您还有什么需要帮忙吗When you finish your meal .Please dial “200” to call us to remove the tray /trolly.当你用完餐后请拨电话“200”我们将会为您提供收拾餐具服务;Thank you .Enjoy your meal .Good –bye . 谢谢您;请慢用,再见;Good morning , Mr./Miss xx . This is room service, how’s your meal May I come and remove the tray /trolley你好,XX先生/小姐,我是送餐部的员工;您的用餐愉快吗请问您现在方便让我到您的房间把餐具收回来吗Security Department English 保安部英语资料一、Basic Vocabulary基本词汇Good morning早上好Good afternoon下午好Upstairs在楼上Taxi出租车Restaurant餐厅Rest room洗手间Right side右边Security guard保安Security department保安部Park停放Parking lot停车场Patrol巡逻Lobby大厅二、Daily Expressions 日常用语1. Good morning madam. Welcome to Best Western Fortune\Premier Hotel.早晨好,太太;欢迎光临最佳西方财富\品位酒店;2. May I help you我可以帮助你吗3. Where would you like to go 或 Where are you going你要去哪儿4. Follow me, please. I’ll call one for you.请跟我来,我来为你叫车;5. You are welcome.不用客气;6. Let me show you the way.我来给你带路;7. This way, please.请这边走;8. Can I help you需要我为你服务吗9. What ’s the matter with you你哪里不舒服吗10. Please follow me to the Security Department.请跟我到保安部去一趟;11. Excuse me, you are not allowed to park your car here.对不起,你的车不能停在这里;12. We don’t accept tips, I am very glad to be able to help you.我们不收小费;非常高兴能帮你的忙;。
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道歉
28. 对不起。 I am sorry. 29. 抱歉让您久等了。 Sorry to keep you waiting. 30. 请接受我们的道歉。 Please accept our apology.
情景设想
• 假设你是行李生或门僮。早上时分，有客 人下车来到酒店门口，你看见客人了应该 怎么说？ • 客人热情地和你打招呼，并说“How are you?” 这时你应该怎么说？ • 你帮客人提包，客人对你说“Thank you!” 你应该说…
大家都来说 Let’s say…
• • • • • 6387 58，234 2，936，500 第十五 第二十八
一、打招呼与告别 二、询问 三、回应客人要求 四、电话用语 五、指路带路 六、道歉
打招呼与告别
1. 早上好/下午好/晚上好，欢迎光临京基晶都 酒店。 Good morning/Good afternoon/Good evening. Welcome to Kingkey Oriental Regent Hotel. 2. 你好吗？ How are you? 3. 很好，谢谢。您呢？Fine, thank you. And you? Nice to meet you. 4. 很高兴见到您。 5. 很高兴再次见到您。 Nice to see you again.
指路带路
This way, please. 22. 这边请。 23. 一直往前走，然后向左/右拐。 Go ahead, and turn left/right. 24. 在二楼。 It is on the second floor. 25. 它在……的旁边。 It is next to… 26. 我带您去。 I will show you the way there. 27. 您先请。 After you, sir/ madam.( You first)
数字Numeral
基数词 0 nought/zero 1 one 2 two 3 three 4 four 5 five 6 six 7 seven 8 eight 9 nine 10 ten 序数词 first second third fourth fifth sixth seventh eighth ninth tenth
回应客人要求
15. 没问题 no problem 16. 别担心 Don't worry 17. 马上，先生 right away, Sir
电话用语
18. 我听不太清楚，麻烦再重复。 I can't hear you very well, please repeat. 19. 对不起，无人接听电话。 I'm sorry, and there is nobabay to answer the phone. 20. 感谢您的来电。 Thank you for your call
6. 祝您住得开心。 Enjoy your stay here. 7. 祝您有愉快的一天。 Have a nice day. 8. 旅途愉快！ Have a nice trip! 9. 祝您好运！ Good luck! 10 希望能再次见到您。 Hope to see you again.
询问
11. 我可以帮您吗？ May I help you? 12.我能为您做点什么？ What can I do for you? 13. 能否告诉我您的姓名和房号？ May I have your name and room number? 14. 您什么时间方便呢？ What time will be convenient(good)for you?
酒店基础公共英语tments 酒店部门名称
• • • • • • • • • 行政办 Executive Office 保安部 Security Department 人力资源部 Human Resources Department 财务部 Financial Department 采购部 Purchasing Department 市场营销部/销售部 Sales & Marketing Department 前厅部 Front Office Department 管家部 Housekeeping Department 康体部 Recreational Department 餐饮部（中餐厅、西餐厅）Food &Beverage Department (Chinese restaurant/ Western restaurant) • 工程部 Engineering Department
大家都来说 Let’s say…
• 我是什么职位？
• 让我们连起来说 例如：I’m a attendant from Housekeeping.
酒店场所 Hotel Sites
• • • • • • • 洗手间 Restroom/Washroom 商务中心 Business Center 大堂吧 Lobby Bar 健身房 Gymnasium 游泳池 Swimming pool 沐足 Foot Care/Foot Massage 美发中心 Hair Salon
称谓Address
• • • • 先生Mr. /Sir 夫人Mrs. /Madam 小姐Miss 男士/女士 Gentleman/Lady
季节 Seasons
• • • • 春 夏 秋 冬 Spring summer Autumn Winter
天气 Weather
• • • • • • 晴朗的 Sunny 多云的 Cloudy 有风的 Windy 下雨的 Rainy 下雪的 Snowy 有暴风雨的 Stormy
单位 unit
• • • • • • • • 百hundred 千thousand 秒second 分minute 小时hour 天day 星期week 月month 年year 今天today 明天tomorrow 昨天yesterday 一半 a half 四分之一 quarter 一打（12个）dozen 米meter 千米kilometer 克gram 千克kilogram
大家都来说 Let’s say…
• 我是来自哪个部门的？ I’m from…
Names of the Hotel Positions 酒店职位名称
• • • • • • • • • • • 总经理 General Manager 副经理 Assistant/Deputy General Manager 总监 Director 经理 Manager 大堂副理 Assistant Manager 主管/主任 Supervisor 领班 Captain 接待员 Receptionist 收银员 Cashier 接线员 Operator 行李员 Bellboy 门童 Doorman 客房服务员 Attendant 餐厅服务员 Waiter/Waitress 文员 Clerk 司机 Driver
• 讲电话时，客人说话太快，你没听清楚， 可以对客人说… • 通话完毕，应对客人说…
• 看见有客人在大堂四处张望，这时我们可 以上前说…
• 客人回答说想找洗手间，如果洗手间的位 置是一直往前走向右拐，这时你可以说… • 如果你有空，想亲自带客人过去，你可以 说…
• 如果你因某些原因不得不让客人等候，回 头应对客人说… • 请说出至少两句客人离店时我们可以说的 祝语。
• 星期Week 星期一Monday 星期二Tuesday 星期三Wednesday 星期四Thursday 星期五Friday 星期六 Saturday 星期日Sunday • 月份Month
一月January 四月April 七月July 十月October 二月February 三月March 五月May 六月June 八月August 九月September 十一月November 十二月December