酒店客房英语培训材料
客房服务员培训计划英语
客房服务员培训计划英语Introduction:The hotel room attendant plays a vital role in providing exceptional customer service and maintaining the hotel's reputation. In order to ensure that the room attendants are well-equipped with the necessary skills and knowledge, a comprehensive training program is essential. This training program aims to provide the room attendants with the necessary tools and resources to perform their duties effectively and efficiently.Training Objectives:The primary objectives of the room attendant training program are as follows:1. To provide an overview of the hotel's standards and expectations regarding room cleanliness and guest satisfaction.2. To equip room attendants with knowledge on proper cleaning techniques, safety protocols, and customer service skills.3. To ensure that room attendants understand the importance of attention to detail and consistency in their work.4. To empower room attendants to handle various cleaning tasks and guest requests with professionalism and confidence.Training Content:The training program will cover the following key areas:1. Introduction to Hotel Standards and Expectations- Overview of the hotel's cleanliness and hygiene standards- Importance of maintaining a positive guest experience- Expectations for room attendants in terms of efficiency and quality of work2. Cleaning Techniques and Safety Protocols- Proper use of cleaning equipment and supplies- Understanding and implementing safety protocols in the workplace- Handling of hazardous materials and waste disposal procedures3. Customer Service Skills- Communication skills and professional etiquette- Handling guest requests and complaints with empathy and efficiency- Ways to enhance the guest experience through attention to detail and personalization4. Task Management and Time Efficiency- Prioritizing tasks and managing time effectively- Strategies for organizing work supplies and maintaining a tidy work area- Ensuring completion of tasks within the designated timeframeTraining Methods:The training program will utilize a variety of methods to ensure that the room attendants are fully engaged and actively involved in the learning process. These methods include:1. Classroom Sessions: Interactive presentations and discussions on hotel standards, safety procedures, and customer service techniques.2. Practical Demonstrations: Hands-on training in cleaning techniques, use of equipment, and task management.3. Role-Playing Exercises: Simulated scenarios to practice customer service skills and handling of guest requests and complaints.4. On-the-Job Training: Supervised work alongside experienced room attendants to apply the knowledge and skills learned in real-life situations.Training Schedule:The training program will be conducted over a period of two weeks, with a combination of classroom sessions, practical demonstrations, and on-the-job training. The schedule is as follows:Week 1:- Day 1: Introduction to Hotel Standards and Expectations- Day 2: Cleaning Techniques and Safety Protocols- Day 3: Customer Service Skills- Day 4: Task Management and Time EfficiencyWeek 2:- Day 5-10: Practical Demonstrations and On-the-Job TrainingTraining Evaluation:An evaluation process will be conducted at the end of the training program to assess the room attendants' understanding and application of the knowledge and skills acquired. The evaluation will include written tests, practical assessments, and feedback from supervisors and trainers.Conclusion:The hotel room attendant training program is designed to equip room attendants with the necessary skills and knowledge to perform their duties effectively and uphold the hotel's standards of cleanliness and guest satisfaction. By providing a comprehensive training program, the hotel aims to ensure that the room attendants are well-prepared to meet the challenges and demands of their role while delivering exceptional customer service.。
酒店客房部-客房部英语培训资料
客房部英语培训资料※Making up the room（清洁房间）RA: Housekeeping, may I come in? 我是服务员，可以进来吗？G: Sorry, I’m busy right now. Can you come later? 抱歉，我现在正忙。
你能等会儿来吗？RA: Certainly. What time would be convenient for you? 好的，那何时方便呢？G: About 10:30 in the morning. 上午10:30 左右。
RA: I will come over after 10:30。
好的，那我10:30 后再来。
RA: Housekeeping, may I come in and make up your room now?我是服务员，可以进来清洁房间吗？G: Could you wait a few minutes please? 请等会儿好吗？RA: Certainly. Madam. When would you like me to come over? 好的夫人。
何时您方便我过来呢？G: In 15 minutes. 再过15分钟吧。
RA: I’ll be back in 15 minutes. Can I take your laundry now or later? 15分钟后我再来。
现在能收洗衣吗，或是等会儿。
G: Oh thank you. You can take it now. 哦,谢谢，现在可以收。
H: Good morning, sir/madam. This is Housekeeping. Can we make up your room for you now?先生/女士，早上好。
房务中心。
请问现在可以打扫您的房间吗？G: No, not now. Thanks. 现在不要。
谢谢。
客房英语培训
Page 29
28、当你听不懂时
“I’m sorry . I don’t understand. I’ll get you the manager.”
“I’m sorry, I don’t understand. Can you please show me?”
Page 30
29、为客人指示方向
Page 11
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. I’ll try to find out.”
“Yes, Certainly. Allow me.”
Page 12
11、自我介绍
“My Name Is
. Call me any time. I’m very
Page 28
27、处理错误或达失时
“I’m terribly sorry. There could have been some mistake. I do apologise .”
“I’m sorry, Sir / Madam. I’ll look into the matter at once.”
9、不能供应客人之要求时, 应答
“Sorry, we have Run out of .” “I’m terribly Sorry. We don’t have . ” “Awfully sorry. Sir / Madam. We have sold
客房部基础英语培训
客房部基础英语培训housekeeping department of vocabulary本章概述一、Room words 房间词汇二、Speeial words 客房特殊词汇1、Sleeping 睡眠空间2、Washing 梳洗空间3、Living 起居空间4、Writing 书写空间5、Storing 存储空间6、Other equipment 其它设备Part One: Sleeping 睡眠空间1)、床bed床单sheet 被子quilt被罩bed-cover 枕头pillow 内枕pillow-slip枕套pillowcase 毛毯blanket 床垫mattress床垫套Mattress pad 床头灯bed-side lamp 床头灯罩lamp shade灯泡light bulb 壁画picture 墙壁wall壁纸wallpaper 折叠床folding bed 加床rollaway bed2)、床头柜bedside table电话telephone 便签note paper 笔pen电子表clock 请匆吸烟卡please don’t smoke on the bed音响radio 夜灯night lightPart Two: Washing 梳洗空间1)、洗脸台commode镜子bathroom mirror 中巾架towel rack 洗手盆wash hand basin面盆水龙头tap 下水堵stopper 排水河drain hole化装镜vanity counter 肥皂碟soap dish 卷纸架toilet paper holder 吹风机hairdryer 垃圾筒garbage can 烟灰缸ashtray口杯drinking glasses 小巾hand towel 中巾face towel牙刷toothbrush 牙膏toothpaste 浴帽shower cap梳子comb 针线包a swing kit 洗发水shampoo润肤body lotion 肥皂soap 面巾纸tissue卷纸toilet paper 剃须刀razor2)、抽水马桶toilet bowl马桶盖toilet seat cover 马桶垫toilet seat 抽水柄flush handle排水管waste pipe 溢出overflow3)、浴缸bath tub大巾架towel rack 浴缸扶手grab bar 淋浴头shower head晾衣绳clothes line 地巾bath mat 浴袍bathrobe浴巾bath towel 浴帘shower curtain 浴帘杆shower rail4)、其它词汇other words丢失missing 染污stain 堵塞clog烧坏的burn out 不通风的stuffy 门钩door hookPart Three: Living 起居空间1)、休闲咖啡桌coffee table 圈椅chair 扶手椅armchair火柴match 落地灯floor lamp 窗户window宣传架notice 窗帘杆curtains rod 窗帘curtains2)、娱乐电视TV 遥控器remote control 机顶盒VOD电视柜TV shelf 节目单TV program list3)、小酒吧mini bar酒单minibar list 热水壶electric kettle 冷水壶Flask冰筒ice bucket 托盘tray 茶壶teapot茶叶tea 咖啡coffe 咖啡杯cup茶杯tea cup 冰箱fridge4)、酒水花生peanut 土豆片chips 可乐co-ca-co-la雪碧sprite 本地啤酒local beer 果汁juice新其士Sunkist 巧克力chocolate 本地矿泉水mineral water 进口矿泉水evianPart Four: Writing 书写空间1)、写字台writing desk梳妆镜dressing mirror 台灯lamp 节目架TV program shelf 梳妆椅dress table stool2)、文具盒stationery box信纸envelope 传真纸fax paper 笔pen抽屉drawer 服务指南Service Guide 电话本Imperial GuidePart Five : Storing 存储空间壁橱closet 衣柜wardrobe 衣架hanger备用枕头extra pillow 毛毯blanket 洗衣单laundry list洗衣袋laundry bag 鞋拨子shoehorn 衣刷子cloths brush擦鞋纸shoeshine 拖鞋slipper 保险箱safe BOX行李架luggage rackPart Six : Other Equipment 其它设备1)、门厅门door 门锁lock 门把手handle窥镜spy-hole 打扫牌make up room DND牌do not disturb 早餐牌breakfast card 开关switch 沙帘cheers窗台window sill 电源插座socket 适配器adapter花瓶vase 沙发sofa 安乐椅easy chair穿衣镜full-length mirror 紧急疏散图fire escape plan 壁角板skirting插头plug 接线板Wiring board 吸尘机vacuum cleaner 抹布dust cloth 钥匙master key 手推车trolly消毒剂disinfectant 空气清新剂air freshener 剪刀scissors熨斗iron 胶水glue water 胶条adhesive tape宽带线coder line 变压器transformer 空调air condition一、greeting 问候二、offering help 提供帮助三、promising 承诺四、apologize & Responding to apologies 道歉与回应的道歉五、sympathizing 同情六、expressing thanks & responding to thanks 表达感谢与回应,谢谢七、giving suggestions 给予建议八、saying goodbye 说再见九、responding to complaints 回应投诉十、inquiring about preference 打听偏好十一、asking for & giving directions 要求与指示十二、making a request 请求十三、good wishes 良好的祝愿语英语培训（一）一、问候：Good morning sir/Mr…... 早上好先生Good afternoon miss/madam 下午好Good evening 晚上好Good night 晚安二、情景对话：A：Housekeeping . May I come in? 服务员，我能够进来吗？B: Yes, what it is? 什么事呀？A: we ‘d like to clean the room. May we do it now:? 我们为您打扫房间，现在能够吗？B: Yes, go ahead 能够来吧！三、句型May I make up your room? 我能够打扫您的房间了吗？May we clean your room now . Sir? 我能够打扫您的房间了吗？Could you come back later? 你能一会儿来吗？May I help you / what can I do for you ? 我能帮您做点什么吗？四、词汇morning 早上afternoon 下午evening 晚上Housekeeping 客房服务员clean the room 打扫房间come back later 一会儿来make up room 打扫房间英语培训（二）一、日常用语Excuse me. Sir/Miss/Madam 打搅您一下，先生// 小姐Thank you/thanks 谢谢You are welcome. 别客气Goodbye / See you 再见二、句型What time would it be convenient. Sir? 什么时候比较方便先生？We’ll come and clean your immediately.我们将立刻来打扫您的房间What time is it now? 现在几点了？What is your room number ? 我的房间是哪间？三、数字/时间one two three four five six seven eight nine ten eleven twelve thirteen fourteen fifteen sixteen seventeen eighteen nineteen twenty-one thirty fifty sixty seventy eighty ninety thousand million billionone ‘o clock two ‘o clock two thirty a quarter to/past three四、词汇Just a moment 稍等convenient 方便immediately立刻英语培训（三）一、日常用语I’m sorry to disturb you sir.打搅了先生Have a nice day . 祝您今天过的愉快Have a good rest 祝您过的愉快Sure Certainly 当然能够二、句型I’ll be there in a few minutes 我马上就去Could I have some more towels\tea\coffee 请给我那一些毛巾\茶叶\咖啡I’ll get there right away \I ‘ll bring it right away 我马上去拿\ 我马上给您拿来I’m sorry to have kept you waiting 对不起让您久等了三、词汇disturb打搅rest休息minutes分钟towel毛巾wait 等侯tissues面巾纸quilt被子ashtray烟灰缸ice冰块hot water热水英语培训（四）一、日常用语Have a pleasant evening 祝您度过愉快的夜晚Is there anything else I can do for you 还需要我做什么二、句型Do you have laundry? 你有洗衣吗？May I replenish you mini bar? 我能给您补充酒水吗？When will they be ready ? 什么时间能洗好？We’ll deliver them tomorrow evening around six 。
1_酒店客房部英语培训
敦煌宾馆客房部英语培训计划一．培训目标1. 能够用英语礼貌问候外宾。
2. 结合本部门工作程序，掌握核基本英语服务用语。
二．教学方法。
1. 以领读为主。
掌握常用单词及句子的发音，读法。
2. 当天掌握发音，课后背会。
第二天提问。
3. 所要要求的句子全部背会后，后期训练对话。
客房部英语培训资料（2019年冬）常用礼貌用语（一）一．常用词汇：1.Please 请11. Nice 美好的2.Excuse me 对不起12.room number 房号3.Pardon? 对不起，请您再说一遍好吗？13. floor 楼层4.I’m very sorry. 非常抱歉。
14.evening 晚上5.Thank you . 谢谢。
15.weekend 周末6.Welcome 欢迎16.Follow 跟随7.Sir 先生17.first 首先8.Madam/Miss女士18.first floor (美)一楼9.hotel 酒店 19. second floor (美)二楼10. Help 帮助 20.room card 房卡二．常用句子(和客人招呼时忌用“Hi”或“Hello”，应按照时间说：“Good morning, .”“Good afternoon”称呼个别客人：如一时不知客人的姓氏，切不可单独用“Lady” , “Miss”，而应称呼：“Sir”“Madam”)1. Good morning,sir. can I help you?早上好，先生，我能为您效劳吗？2.Good afternoon,madam? may I help you?下午好，太太，有什么我可以为您做呢？3.It’s my pleasure.很乐意为您服务。
4.You are welcome.不用谢。
5. It’s nice to see you.很高兴见到您。
6.. How are you? 您好吗？Fine, thanks. And you?很好，谢谢。
客房部英文培训模板
- Not to be compromised
Quality with a Profit:
- Good business sense
Nurturing and Caring Environment:
- Employees’ personal fulfillment and professional success
“THE FULLERTON WAY”
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18.
We are Committed to Consistently Deliver Excellence We conduct ourselves in a Professional Manner Fun and Humour is part of our workplace We take Personal Responsibility for all our Actions Teamwork has No Boundaries We Treat Everyone with Care and Respect We will Attract and Retain the Best Talents Take Pride in All That We Do We Embrace and Adapt to Change Communicate Clearly and Effectively to Everyone Do it Right. The First Time We are Empowered to Make Decisions Customers are the Focus in All That We Do We Value and Recognize our People and our Customers We are full of Energy and Enthusiasm Continuous Learning and Improvement is key to our Success We Care and Support our Community We provide a Safe and Secure Environment
酒店客房基础英语[精选5篇]
![酒店客房基础英语[精选5篇]](https://img.taocdn.com/s3/m/a00f5c073868011ca300a6c30c2259010202f322.png)
酒店客房基础英语[精选5篇]第一篇：酒店客房基础英语酒店客房基础英语基本句型一、打扫房间1、Housekeeping.May I come in?客房服务员，我能进来吗？2、I’m sorry to trouble you, sir May I clean the room now?对不起，打扰了，先生，现在我能为您打扫房间吗？3、Would you like me to make your bed now?现在我能为您整理床铺吗？4、When would you like me to do room , sir?您要我什么时候来为您整理房间，先生？5、Shall we come back later?我们等一会再来，好吗？6、I hope I’m not disturbing you.我希望没有打扰您7、I’m coming to change the sheets and pillowcases.我来调换床单和枕套8、We will come and clean your room immediately.我们马上就来打扫您的房间。
9、Can you tell me your room number?您能告诉我您的房号吗？10、A repairman will come and check it right away.修理工会马上来检查。
11、Don’t worry.We will help you to look for it.不要担心,我们会帮您寻找的。
12、Have you check your room?您检查过您的房间了吗？13、It takes half an hour to finish cleaning.打扫房间一般花半个小时。
14、It will take 6 hours to repair the water pipes.修理水管要花6个小时。
15、Let me inqure about it and I’ll let you know as soon as possible.让我来询问此事，我会尽快答复您。
酒店客房英语培训
精品课件
LOGO
句型精选
背 景常识须知
2、客房设施出现问题
➢There's a bad smell in my room.我的房间有一股特别难闻的气味。 ➢My toilet is clogged.我的抽水马桶堵住了。 ➢My ceiling is leaking.我的天花板漏水。 ➢The air-conditioner isn't working.空调坏了。 ➢I'm sorry to hear that.很抱歉听到这样的事。 ➢I'll ask the engineer to check it. 我叫工程人员来检查。 ➢It takes time to repair.修理需要时间。 ➢Can you change a room for me?可以给我换个房间吗？ ➢Would Room 3102 be alright?3102房间好吗？ ➢Could you change a room,sir?先生，您换个房间好吗？ ➢We are really sorry for this.我们实在是非常抱歉。
儿吗？
How do you like this city?
您觉得这个城市怎么样？
This city is famous for its ethnic food.
这个城市以风味小吃驰名。
It's very hot today, isn't it?
今天真热， 是吧?
Your child is so cute.
精品课件
LOGO
Room Cleaning 清理房间
背
景常识须知
d)道歉
如果是自己的错就说“I am sorry.” 如果是酒店的错，就说“We are sorry.” 注
客房部基础英语培训词汇部分汇编
客房部基础英语培训词汇部分本章概述一、Room words 房间词汇1、Sleeping 睡眠空间2、Washing 梳洗空间3、Living 起居空间4、Writing书写空间5、Storing 存储空间6、Other equipment 其它设备二、Special words客房特殊词汇一、房间词汇Part One、SLEEPIGN（睡眠空间）一、床bed床单sheet 被子quilt被罩bed-cover 枕头pillow内枕pillow-slip 枕套pillowcase毛毯blanket 床垫mattress白拍mattress pad 床头灯bed-side lamp床头灯罩lamp shade 灯泡light bulb壁画picture 墙壁wall壁纸wallpaper 折叠床folding bed加床 rollaway bed二、床头柜bedside table电话telephone 便签 note paper (memo)笔pen 电子表clo ck请勿吸烟卡please don’t smoke on the bed音响 radio 夜灯night lightPart Two、WASHING （梳洗空间）一、洗脸台: 镜子bathroom mirror 中巾架 tower rack洗手盆wash hand basin 面盆水龙头tap(hot and cold)下水堵stopper 排水洞drain h ole化装镜vanity counter 肥皂碟 soap dish卷纸架 toilet paper holder 吹风机 hairdryer垃圾筒garbage can1、备品：口杯drinking glasses 小巾hand towel中巾face towel 烟灰缸ashtray2、供应品：牙刷toothbrush 牙膏toothpaste浴帽shower cap 梳子comb针线包a swing kit 洗发水shampoo润肤body lotion 肥皂soap面巾纸tissue 卷纸toilet paper剃须刀razor二、抽水马桶toilet bowl ：马桶盖toilet seat cover马桶垫toilet seat 抽水柄flush handle排水管waste pipe 溢出overflow三、浴缸bath tub: 大巾架towel r ack浴缸扶手grab bar 淋浴头shower head晾衣绳 clothes line1、备品：地巾bath mat 浴袍bathrob e大巾bath towel 浴帘shower curtain浴帘杆shower rail四、其他词汇other words丢失missing 沾染 stain堵塞clog 烧坏的 burn out通风不凉的 stuffy 门钩door hookPart Three、LIVING （起居空间）一、休闲：咖啡桌coffee table 圈椅chair扶手椅armchair 火柴matc h落地灯floor lamp 窗户window窗帘curtains(day and night) 窗帘curtain rod宣传架notice二、娱乐：电视 TV 遥控器re mote control机顶盒 VOD 电视柜TV shelf节目单 TV program list三、小酒吧mini bar：酒单mini-bar list 热水壶 electr ic kettle冷水壶Flask 冰筒ice bucket托盘 tray 茶壶teapot茶叶tea 咖啡coffee咖啡杯cup 茶杯tea cup冰箱fridge四、酒水：花生peanut 土豆片chips可乐 co-ca-co-la 雪碧sprite本地啤酒local beer 果汁juice新其士 sunkist 巧克力choc olate本地矿泉水mineral water 进口矿泉水evianPart Four、WRITING （书写空间）一、写字台writing desk：梳妆镜 d ressing mirror 台灯 lamp节目架TV program shelf梳妆椅dress table stool二、文具盒stationery box：信纸envelop e电传 fax paper 行李贴安全须知抽屉drawer ：服务指南Service Guide电话本Imperial GuidePart Five、STORING （存储空间）壁橱wardrobe/closet 衣架hanger备用枕头 extra pillow 毛毯blanket洗衣单laundry list 洗衣袋 laundry bag鞋拔子shoehorn 衣刷子 cloths brush 擦鞋纸shoeshine 拖鞋slipper保险箱safe 衣柜门door行李架luggage rackPart Six: Other Equipment (其它设备)一、门厅：门door 门锁l ock门把手handle 窥镜spy-hole打扫牌 make up room DND牌do not disturb早餐牌 breakfast 开关 switch沙帘cheers 窗台window sill 电源插座socket 空调air condition花瓶vase 沙发 sofa安乐椅easy chair 穿衣镜full-length mirror紧急疏散图fire escape plan 壁角板skirting二、Special Housekeeping Nouns(客房特殊词汇)插头plug 接线板 adapter吸尘器 vacuum cleaner 抹布 dust cloth钥匙master key 手推车trolly消毒剂 disinfectant 空气清新剂air freshener 剪刀scissors 熨斗iro n胶水glue water 胶条adhesive tape宽带线coder line 变压器 transformerBASIC ENGISH FOR HOTEL HOUSEKEEPINGPART TWO客房部英语培训句型部分本章概述一、Greeting二、Offering help三、Promising四、Apologize & Responding to apologies五、Sympathizing六、Expressing thanks & responding to thanks七、Giving suggestions八、Saying goodbye九、Responding to complaints十、Inquiring about preference十一、Asking for & giving directions十二、Making a request十三、Good wishes英语培训（一）一、问候：Good morning sir/Mr…...早上好先生Good afternoon miss/madam 下午好Good evening 晚上好Good night 晚安二、情景对话：A： Housekeeping . May I come in? 服务员，我可以进来吗？B: Yes, what it is? 什么事呀？A: we ‘d like to clean the room. May we do it now:? 我们为您打扫房间，现在可以吗？B: Yes, go ahead 可以来吧！三、句型May I make up your room? 我可以打扫您的房间了吗？May we clean your room now . Sir? 我可以打扫您的房间了吗？Could you come back later? 你能一会儿来吗？May I help you / what can I do for you ? 我能帮您做点什么吗？四、词汇morning 早上 afternoon 下午 evening 晚上Housekeeping 客房服务员 clean the room 打扫房间 c ome back later 一会儿来 make up room 打扫房间英语培训（二）一、日常用语Excuse me. Sir/Miss/Madam 打扰您一下，先生 // 小姐Thank you/thanks 谢谢You are welcome. 别客气Goodbye / See you 再见二、句型What time would it be convenient. Sir? 什么时候比较方便先生？We’ll come and clean your immediately.我们将立刻来打扫您的房间What time is it now? 现在几点了？What is your room number ? 我的房间是哪间？三、数字/时间one two three four five six seven eight nine ten eleven twelve thirte en fourteen fifteen sixteen seventeen eighteen nineteen twenty-one th irty fifty sixty seventy eighty ninety thousand million billionone ‘o clock two ‘o clock two thirty a quarter to/past th ree四、词汇Just a moment 稍等 convenient 方便 immediately立刻英语培训（三）一、日常用语I’m sorry to disturb you sir.打扰了先生Have a nice day . 祝您今天过的愉快Have a good rest 祝您过的愉快Sure Certainly 当然可以二、句型I’ll be there in a few minutes我马上就去Could I have some more towels\tea\coffee 请给我那一些毛巾 \茶叶\咖啡I’ll get there right away \I ‘ll bring it right away 我马上去拿\ 我马上给您拿来I’m sorry to have kept you waiting 对不起让您久等了三、词汇disturb打扰 rest休息minutes分钟towel毛巾wait 等侯tissues面巾纸 qu ilt被子 ashtray烟灰缸 ice冰块 hot water热水英语培训（四）一、日常用语Have a pleasant evening 祝您度过愉快的夜晚Is there anything else I can do for you 还需要我做什么二、句型Do you have laundry? 你有洗衣吗？May I replenish you mini bar? 我能给您补充酒水吗？When will they be ready ? 什么时间能洗好？We’ll deliver them tomorrow evening around six 。
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?
英语培训-客房部
Housekeeping Department带客进房（1）在引导客人时, 应走在客人的左前方2-3步, 将客人引至接待厅或客房。
客房服务员随后送上开水、毛巾等, 还应主动、适当地介绍服务设施, 热情表示愿为宾客服务。
客房服务员为新来的客人打开房门后自己应先进客房, 一是可避免新客万一走错房间及房内客人照面的尴尬场面, 二是春秋冬季的下午或黄昏、晚上较暗, 而无人的空房是不亮灯的, 服务人员先进去开灯, 可免去客人的不便。
酒店小贴士Tips带客进房绝句1. 如何开灯Please slide the key tag into the key tag box on the wall , and the lights are switched on.请将钥匙板插到墙上的钥匙盒上, 这样灯就会亮。
2.如何用水Pull up the faucet valve , then turn it to the left and the heated water will run out.将水笼头朝上提一下, 然后向左拧, 热水就会出来。
3.设施说明Here is the light switch, the temperature adjuster, the wardrobe and the mini-bar.这是开关、温度调节器、衣柜和食品柜。
4.擦鞋服务Our hotel offers free shoes polishing service for guests.Put your shoes outside the door before you go to bed.我们宾馆为客人提供免费擦鞋服务, 您在睡觉前把鞋放在门外就行。
5.如何开电视To turn on the TV , just press the button on the upper-right corner .按右上角的按钮, 就可以打开电视机。
客房部基础英语培训词汇
BASIC ENGLISH FOR HOTEL HOUSEKEEPING STUFF PART ONE WORD客房部基础英语培训词汇部分本章概述一、Room words 房间词汇1、Sleeping 睡眠空间2、Washing 梳洗空间3、Living 起居空间4、Writing书写空间5、Storing 存储空间6、Other equipment 其它设备二、Special words客房特殊词汇一、房间词汇Part One、SLEEPIGN（睡眠空间）一、床bed床单sheet 被子quilt被罩bed-cover 枕头pillow内枕pillow-slip 枕套pillowcase毛毯blanket 床垫mattress白拍（软床垫）mattress pad 床头灯bed-side lamp床头灯罩lamp shade 灯泡light bulb壁画picture 墙壁wall壁纸wallpaper 折叠床folding bed加床rollaway bed二、床头柜bedside table电话telephone 便签note paper笔pen 电子表clock请勿吸烟卡please don’t smoke on the bed音响radio 夜灯night lightPart Two、WASHING （梳洗空间）一、洗脸台: 镜子bathroom mirror 毛巾架tower rack 洗手盆wash hand basin 面盆水龙头tap(hot and cold)下水堵stopper 排水洞drain hole化装镜vanity counter 肥皂碟soap dish卷纸架toilet paper holder 吹风机hairdryer垃圾筒garbage can1、备品：口杯drinking glasses 小巾hand towel中巾face towel 烟灰缸ashtray2、供应品：牙刷toothbrush 牙膏toothpaste浴帽shower cap 梳子comb针线包a swing kit 洗发水shampoo润肤body lotion 肥皂soap面巾纸tissue 卷纸toilet paper剃须刀razor二、抽水马桶toilet bowl ：马桶盖toilet seat cover 马桶垫toilet seat 抽水柄flush handle排水管waste pipe 溢出overflow三、浴缸bath tub: 大巾架towel rack浴缸扶手grab bar 淋浴头shower head晾衣绳clothes line1、备品：地巾bath mat 浴袍bathrobe大巾bath towel 浴帘shower curtain浴帘杆shower rail四、其他词汇other words丢失missing 沾染stain堵塞clog 烧坏的burn out通风不凉的stuffy 门钩door hookPart Three、LIVING （起居空间）一、休闲：咖啡桌coffee table 圈椅chair扶手椅armchair 火柴match落地灯floor lamp 窗户window窗帘curtains(day and night) 窗帘curtain rod宣传架notice二、娱乐：电视TV 遥控器remote control机顶盒VOD 电视柜TV shelf节目单TV program list三、小酒吧mini bar：酒单minibar list 热水壶electric kettle 冷水壶Flask 冰筒ice bucket托盘tray 茶壶teapot茶叶tea 咖啡coffee咖啡杯cup 茶杯tea cup冰箱fridge四、酒水：花生peanut 土豆片chips可乐co-ca-co-la 雪碧sprite本地啤酒local beer 果汁juice新其士Sunkist 巧克力chocolate本地矿泉水mineral water 依云EvianPart Four、WRITING （书写空间）一、写字台writing desk：梳妆镜dressing mirror 台灯lamp 节目架TV program shelf梳妆椅dress table stool二、文具盒stationery box：信纸envelope电传fax paper 行李贴安全须知抽屉drawer ：服务指南Service Guide二、电话本Imperial GuidePart Five、STORING （存储空间）壁橱wardrobe/closet 衣架hanger备用枕头extra/spare pillow 毛毯blanket洗衣单laundry list 洗衣袋laundry bag鞋拔子shoehorn 衣刷子cloths brush 擦鞋纸shoeshine 拖鞋slipper 保险箱safe 衣柜门door行李架luggage rackPart Six: Other Equipment (其它设备)一、门厅：门door 门锁lock门把手handle/doorknob 窥镜spy-hole打扫牌make up room DND牌do not disturb早餐牌breakfast 开关switch沙帘cheers 窗台window sill 电源插座socket 空调air condition花瓶vase 沙发sofa安乐椅easy chair 穿衣镜full-length mirror紧急疏散图fire escape plan 壁角板skirting二、Special Housekeeping Nouns(客房特殊词汇)插头plug 接线板adapter吸尘器vacuum cleaner 抹布dust cloth钥匙master key 手推车trolley消毒剂disinfectant 空气清新剂air freshener 剪刀scissors 熨斗iron 胶水glue water 胶条adhesive tape宽带线coder line 变压器transformerBASIC ENGISH FOR HOTEL HOUSEKEEPING PART TWO客房部英语培训句型部分本章概述一、Greeting二、Offering help三、Promising四、Apologize & Responding to apologies五、Sympathizing六、Expressing thanks & responding to thanks七、Giving suggestions八、Saying goodbye九、Responding to complaints十、Inquiring about preference十一、Asking for & giving directions十二、Making a request十三、Good wishes英语培训（一）一、问候：Good morning sir/Mr…...早上好先生Good afternoon miss/madam 下午好Good evening 晚上好Good night 晚安二、情景对话：A：Housekeeping . May I come in? 服务员，我可以进来吗？B: Yes, what it is? 什么事呀？A: we ‘d like to clean the room. May we do it now:? 我们为您打扫房间，现在可以吗？B: Yes, go ahead 可以来吧！三、句型May I make up your room? 我可以打扫您的房间了吗？May we clean your room now . Sir? 我可以打扫您的房间了吗？Could you come back later? 你能一会儿来吗？May I help you / what can I do for you ? 我能帮您做点什么吗？四、词汇morning 早上afternoon 下午evening 晚上Housekeeping 客房服务员clean the room 打扫房间come back later 一会儿来make up room 打扫房间英语培训（二）一、日常用语Excuse me. Sir/Miss/Madam 打扰您一下，先生// 小姐Thank you/thanks 谢谢You are welcome. 别客气Goodbye / See you 再见二、句型What time would it be convenient. Sir? 什么时候比较方便先生？We’ll come and clean your immediately.我们将立刻来打扫您的房间What time is it now? 现在几点了？What is your room number ? 我的房间是哪间？三、数字/时间one two three four five six seven eight nine ten eleven twelve thirteen fourteen fifteen sixteen seventeen eighteen nineteen twenty-one thirty fifty sixty seventy eighty ninety thousand million billionone ‘o clock two ‘o clock two thirty a quarter to/past three四、词汇Just a moment 稍等convenient 方便immediately立刻英语培训（三）一、日常用语I’m sorry to disturb you sir.打扰了先生Have a nice day . 祝您今天过的愉快Have a good rest 祝您过的愉快Sure Certainly 当然可以二、句型I’ll be there in a fe w minutes 我马上就去Could I have some more towels\tea\coffee 请给我那一些毛巾\茶叶\咖啡I’ll get there right away \I ‘ll bring it right away 我马上去拿\ 我马上给您拿来I’m sorry to have kept you waiting 对不起让您久等了三、词汇disturb打扰rest休息minutes分钟towel毛巾wait 等侯tissues面巾纸quilt被子ashtray烟灰缸ice冰块hot water热水英语培训（四）一、日常用语Have a pleasant evening 祝您度过愉快的夜晚Is there anything else I can do for you 还需要我做什么二、句型Do you have laundry? 你有洗衣吗？May I replenish you mini bar? 我能给您补充酒水吗？When will they be ready ? 什么时间能洗好？We’ll deliver them tomorrow evening around six 。
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客房英语培训材料
1、乐意为您效劳I am at your survice.
2、很抱歉I’am sorry.
3、对不起Excuse me
4、很抱歉，那是我的过错I’am sorry, It’s my foult.
5、对不起，让您久等了sorry to have kept,you waiting
6、对不去，打扰您了sorry to in terrupt you.
7、对此表示抱歉I’m sorry about this.
8、没关系That’s all right
9、算了吧！Let’s forget it!
10、能帮你什么吗？好的。
Can I halp you? Yes please.
11、请稍等一下Just a moment please.
12、在三楼It’s on the third floor.
13、请这边走This way please
14、左转/右转Turn left/Turn right
15、请走好Watch your step
16、请别遗忘您的东西Please don’t leave anything behind.
17、请不要在这里抽烟Please don’t snoke here
18、早上好good morning
19、中午好good afternoon
20、中午好good evening
21、您好?（初次见面）How do you do?
您好!很高兴见到您。
How do you do! Glad to meet you.
22、您好吗？How are you?
好的，谢谢。
您呢？Fine,thanks.And you?
23、欢迎到我们酒店来Welcome to our hotel
24、愿您在我们宾馆过得愉快。
Wish you a most pleasant stay in our hotel.
25、祝您过的愉快！Have good time!
26、对不起，请再说一遍好吗？I beg your pardon?
27、这个房间每天都打扫。
The room is cleaned every day.
28、生日快乐Happy birthday
29、新年快乐Happy new year
30、圣诞快乐Merry chris tmas
31、节日快乐have a nise holiday
32、非常感谢Thank you very much
33、不用谢Not at all
34、再见Goodbye
35、等会见See you later
36、晚安Good night
37、明天见See you Tomorrow
38、一路平安Have a nice trip!
39、祝您归途愉快!Have a nice trip home!
40、您能告诉我您的名字与房间号码吗？May I konow your name and room
number?
41、客房部Houst keeping\Department
客房服务员house keeping
客房女服务员Chamber maid
客房部经理house keeper
42、入住Cheak in
43、退房Cheak out
44、做夜床turn-down
45、单词
毛巾towel
浴帽Showel cap
擦鞋布Shoe Shine Cloth
剃须刀razor
梳子comb
牙具Tooth brush
润肤露Body lotion
香皂Soap
抽纸Facial Tissue paper
拖鞋
洗发液Champoo
沐浴液Body Cleanser。