培训礼宾英语-Concierge-English.doc
酒店英语培训教材(共36页)
珍珠岛高尔夫会所酒店英语培训教材Dandong Pearl-Island HotelHotel English training material目录第一章酒店根底英语 (1)第二章酒店前台英语 (7)第三章酒店礼宾英语 (17)第四章酒店商务中心英语 (23)第五章酒店总机英语 (26)第六章酒店客房英语 (28)第七章酒店餐饮英语 (34)第八章酒店收银英语 (42)第一章酒店根底英语●礼貌用语 Courtesy EnglishGood morning/afternoon/evening, Sir/Madam. 早上好/下午好/晚上好。
Nice to meet you. 很快乐见到你。
Welcome to our hotel. 欢送光临我们酒店。
Have a good time. 祝您在酒店过的愉快。
●用语 Telephone sentencesWait a moment, please. 对不起,请稍等。
Sorry, he is no in at the moment. 对不起,他暂时不在。
I beg your pardon? 对不起〔我没听清楚〕。
Could you speak a little slower, please?请您稍微讲慢一点。
●答谢用语 Thanks and answerThank you. 谢谢。
It’s very kind of you. 谢谢,您真客气。
You are welcome. 不用谢。
It is my pleasure. 非常乐意为您效劳。
I am at your service. 随时为您效劳。
That is all right. 没关系。
●征询语 ConsultCan I help you? / How many I help you? 我能为您做些什么?What is your suggestion? 您有什么意见或建议吗?Excuse me; may I have your name? 对不起,请问您怎么称呼?●指路 Asking and giving directionsThis way, please. 这边请。
礼宾部英语培训 Shopping Recommendation
Concierge English part 03 (3) July 8, 2012 write by FranklinShopping RecommendationOne afternoon, a foreign guest comes out from the main entrance…B: Good afternoon, sir. How may I help you?G: “Nihao”. I would like to do some shopping. Could you please tell me one of the shopping mall or a shopping district in the city of Sanya?B: Certainly sir. My name is Franklin. How may I call you, sir?G: You can call me Jack.B: Mr. Jack. What would you like to buy?G: Let me see. I have prepared a list for all the things which I need to buy. You know I would stay here for a couple of days. A suit, T shirt, leather shoes, shaver, Heineken beer and so on.Besides, I will buy some special local products for my friends.B: Mr. Jack, I would suggest you to go to our hotel shopping center on the 3rd floor area A.G: Yes, I know. But, I want to go shopping in the city center so that I have much more choices.B: Alright, I recommend that you may go to the Summer Mall first, the Chinese name is “Xiaribaihuo”. They have both domestic and international brand.I think it’s on the 3rd floor for men’s clothe including Casual ['kæʒjuəl] wear and formal wear.On the 5th floor, there is a boutique [bu:'ti:k] supermarket, you could buy the shaver like Philips or Braun, Heineken beer, cigarette and the others you need.Near the Summer Mall, there is a supermarket named “Nanguo,jiapin” which you could buy special local products.For more choices you may go to International shopping center.Mr. Jack, could I arrange a limousine for you?G: Year, what limousines do you have?B: How many people will go with you?G: Just me.B: Wait a moment, please! Let me check whether the limousine is available…Well, Mr. Jack, we only have Benzs300. The rate is 400RMB. Would you book one?G: Year, please arrange one.B: May I have your room number, sir?G: 1216.B: For what time? /Leave at what time? /May I know when will you set out?G: At one o’clock pm, today. How much time does it take?B: About 35 minutes. By the way, how would you like to pay, Mr. Jack?G: Put it on my hotel bill/account.Ask the receptionist if 1216 can put it on the bill.B: Aright, Mr. Jack, you have reserved a Benzs300 limousine, the price is 400 RMB, the leaving time is one o’clock pm, today, just one person, the payment is putting your hotel account and your room number is 1216. If no problem, please sign your name on the Transportation Form.We will arrange the limousine for you then.G: “xiexie!”B: “bukeqi”! See you later, Mr. Jack.Please inform the transportation office and tell them the details.At 12:50pmB: Good afternoon, Sir. How may I help you?G: I’m from Room 1216. I have booked/reserved a limousine to go to the Summer Mall, “xiari baihuo”. B: Certainly, Mr. Jack. The limousine is ready.G: Perfect!B: Please follow me to the limousine, sir! Let me help you with your bag.G: That’s ok. I got it!B: Please put your baggage in the trunk.Open the car door for guestsB: Please come in.Said to the driver:师傅,客人到夏日百货和其附近的南国佳品超市,辛苦了!B: Mr. Jack. I have told the limousine driver to drop you to the Summer Mall and Nanguo jiapin supermarket. Here is the hotel name card, our hotel name and number on it. If you have any problems during the process of shopping, please call us.G: Thank you very much. Franklin, I really appreciate it.B: Have nice shopping, Mr. Jack. See you later!Record the limousine numbe..。
五星级酒店常用英语内部培训资料
英语培训一、基本礼貌接待英语1、称呼语:先生sir 夫人(女士)madam / ma’am 小姐miss女士们先生们Ladies and gentlemen2、欢迎光临我们酒店!Welcome to our hotel.3、祝您在我们酒店过得愉快。
Please enjoy your stay in our hotel.Have a nice stay. / Enjoy your stay with us.4、愿您如同在家一样舒适。
Wish you feel at home.5、早上好/下午好/晚上好。
Good morning. / Good afternoon. / Good evening.6、很高兴(再次)见到您。
Glad to meet you (again). / Nice to see you (again).It’s good to see you (again)7、您来这儿我们很高兴。
Glad to have you here.8、祝您玩得愉快。
Please have a good time. / Please enjoy yourself.9、祝您生日快乐。
Happy birthday to you!10、圣诞节快乐!Merry Christmas!11、新年快乐!Happy New Year!12、新春快乐!Happy Spring Festival!13、祝贺!Congratulations!14、致以良好的祝愿!Best wishes / regards to you.15、请这边走。
This way, please.16、您先请。
After you, please. / Please you first.17、请便。
/用吧。
Go a head, please.18、请跟我来。
Follow me, please. / Come with me, please.19、您慢走。
什么是Concierge
什什么么是是C C o o n n c c i i e e r r g g e e ??[Concierge]-名词,词义为:门房、守门人、钥匙看管人。
关于"Concierge"一词的来源有一个很有趣的说法,一种说法是来源于拉丁文,语意为"保管"、"管理"或是仆人;我们却宁愿选择另一种说法,即古代法语的衍生意思,那能让我们寻回封建时代CONCIERGE 发展的轨迹,这个词为"Comte des cierge"(蜡烛伯爵,即保管蜡烛的人),是负责满足一些到豪华场所娱乐的贵族们的奇想和渴望,以及其他需求的人)。
古时,遍布在那些荒无人烟的边境地区,照顾过往的旅行商队的人,我们叫他们作"Concierge",这种职业最终在中世纪传到欧洲、在一些知名的政府建筑、宫廷和城堡里,"Concierge"变成"钥匙的保管人"。
酒店Concierge 的一条龙服务正是围绕着宾客的需要而开展的。
例如从接客人订房、安排车到机场、车站、码头接客人;根据客人的要求介绍各特色餐厅,并为其预订座位;联系旅行社为客人安排好导游;当客人需要购买礼品时帮客人在地图上标明各购物点等等。
最后当客人要离开时,在酒店里帮助客人买好车、船、机票,并帮客人托运行李物品。
W W h h a a t t ''s s C C o o n n c c i i e e r r g g e e ??[Concierge]- n. janitor, the keeper of keys.There is an interesting etymology to the word concierge. One school of thought suggests that the Latin root is conserves, or fellow slave. Les Clefs d'Or members, however, prefer the Old French derivation that can be traced back to feudal times. "The comte des cierge", or keeper of the candles, was the person in charge of catering to every whim and desire of a palace's visiting nobility.Over time, we called people who took care of tourist trade caravan and lived in deserted border as concierge. In the Middle Ages, the concierges were the "keepers of the keys" at noted government buildings and castles.The Concierge chain service is responsible for everything from meeting the guests at the station in a horse-drawn carriage to assisting them with every detail of their stay, for example, to accept booking; to arrange car to meet them at the airport, train station or dock; to introduce special restaurants and reserve sits according to their requests; to contact with travel agency on arranging guide; to mark down every shopping areas on map when they need to buy some keepsakes, and so on. Finally, when they are leaving, the Concierge chain service will buy tickets of vehicle for them, and help to consign luggage.待待客客服服务务的的十十条条黄黄金金准准则则T T H H E E T T E E N N G G O O L L D D E E N N R R U U L L E E S S O O F F C C U U S S T T O O M M E E R R S S E E R R V V I I C C E E1. 整洁的仪容仪表 / LOOK NEAT AND WELL GROOMED专业的服务从员工的仪表开始。
Concierge English
Concierge English Core Values核心价值Warm温暖亲切Connected联系感应Community共通共享Human Truth人的本性Be understood获得理解Belong有归属感Feel special感觉特殊Have control控制掌握Reach their potential发挥潜能Associates’ Success Profile员工成功要素Connect with guests与客人联络感情Belong to the Sheraton family 归属于喜来登大家庭Deliver Results讲求实效Change and Grow转变与成长*Concierge Service Standard phrase1.下午好, 先生/女士, 欢迎光临宁波东港喜来登大酒店.您好,Good afternoon, Sir / Madam, welcome to Sheraton Ningbo Hotel.2.早上好, 礼宾部, 我能为您做什么?您好,Good morning, concierge, XXX speaking, May I help you?3.我可以知道您的姓名和房间号吗?May I have your name and room number, please?4.不用客气, 谢谢您的来电.You are welcome, thanks for calling.5.谭先生, 我马上就送到您的房间去.Mr. Tan. I will send it to your room right now.6.请问还有什么我可以帮您的吗?Is there anything else I can do for you?7.不用客气. 很乐意为您效劳.You are welcome. It' s my pleasure.8.谭先生, 请问您一共有几件行李?Mr. Tan, how many piece of luggage do you have?9.谭先生,这是您的行李牌, 请妥善保管.This is your luggage tag, Mr. Tan. Please keep it well.10.请您在取行李的时候出示您的行李牌.Please show the luggage tag upon you collecting your luggage.11.谭先生, 在礼宾部那边有一个您的电话.Mr. Tan, there is a telephone call for you at concierge.12.您将以怎样的方式来结账呢?记到房费还是付现金?How would you like to settle your payment? Charge to your room or by cash?13.您需要语音留言吗?我们可以为您接通谭先生的语音留言信箱.Would you like to leave a voice message? We can connect you to Mr. Tan' s voice mailbox. 14.请问您的行李里有贵重或易碎物品吗?Do you have any valuable or breakable articles in your luggage?15.您需要我们为您购买车票吗?Would you need us to buy the tickets for you?16.谭先生, 谢谢您的宝贵意见,对给您造成的不便, 请接受我们诚挚的道歉.Thank you, Mr. Tan for bringing this problem to our attention and please accept our sincere apologies for all inconvenience caused to you.17.谭先生, 我将领您去您的房间, 这边请.Mr. Tan, I will show you to your room, this way please.18.谭先生, 这是您的房间, 请在这里插入钥匙取电.Mr. Tan, this is your room, please insert the key here to bring up all the electricity power.19.谭先生, 您需要我为您介绍一下房间的设施吗?Mr. Tan, would you like me to explain the facilities?20.谭先生, 在房间的壁橱内有一个电子储物柜, 请参照使用说明. 另外,在前台也提供有保险箱服务.Mr. Tan, we have an in room safety box and it located in the closet here and also safety deposit box at Front Desk is available. Please refer to the using card.21.谭先生, 在电视机柜里有一个储藏丰富的小冰箱. 吹风机在写字台的右边抽屉里.Mr. Tan, we have a fully stocked Mini bar under the TV cabinet. We also have a hair dryer located in the right drawer of the writing desk.22.谭先生, 这是宽带网线接口.我们的送餐菜单和酒店服务指南一起放在这本夹子里.Mr. Tan, This is the broad band. Our in room dinning menu is place in this folder here together with hotel directory.23.谭先生, 您需要再次确认一下行李件数吗?Mr. Tan, would you like to double check your luggage?24.我叫TOM, 如果您有什么需要请您随时与我们联系.My name is Tom; please let me know if there is anything else I could do for you.25.祝您入住愉快.Wish you had a pleasant stay with us.26.感谢您入住我们的饭店. 期待您的再次光临.Thank you for staying with us. Hope to see you again.27.祝您旅途愉快Have a nice trip.28.谭先生, 请问您有什么特殊要求吗?Mr. Tan, do you have any special request29.您好, 谭先生, 您的新房间是706, 我将领您去房间. 请问您什么时间换房比较方便? Ninhao, Mr. Tan, Your new room number is 706. I will show you to the room. What is the most convenient time for you to change your room?30.从酒店到飞机场坐出租车大概需要40分钟.It' s about 40 minutes from hotel to airport by taxi.*Appologize道歉Let me get my manager who might be able to help you.让我叫我们的经理来帮助您。
Concierge礼宾部培训 PPT课件
四、行李寄存与提取
二 门厅迎接服务 门童(doorman)
——站在酒店入口处负责迎送客人的前厅部员工。
一、门童的主要职责
迎宾; 指挥门前交通; 做好门前保安工作; 回答客人问讯; 送客;
女性门童:亲切,温和; 长者门童:稳重、可信、慈祥; 外国人门童:新奇、有特色;
二、门童的一般素质要求
形象高大、魁梧; 记忆力强; 目光敏锐、接待经验丰富; 知识面广;
介绍客房设备 客人离店时:
引领客人入房间 道别,离开客房
核对客人要求、信息
进入房间
清点核对行李
核对、装车、道别 填写记录表
将行李搬到大厅
团队行李抵店服务规程
客人抵店时:
迎接准备
分检行李
行李登记
分送行李
客人离店时: 确定收取行李时间等
收取行李
行李送至大厅
填写登记表
换房行李服务规程
确认房号等
清点行李
(一)行李寄存与提取程序
主动迎宾
收存行李 清点检查
填写寄存卡 下联交给客人
存放行李 填写行李寄存登记表
主动迎宾 请客人出示寄存单
在行李寄存登记表备注“已 取”、时间、经手人等
核对寄存 单和行李
行李交给客人
(二)行李寄存的注意事项
确认客人身份; 检查行李; 必须有有效证件才可以领取行李; 行李寄存与处理一定要按规定的手续进行;
礼宾部培训计划Concierge Daily Training Plan
Department 部门:FrontOffice前厅部
Date 日期
Self Indurction员工介绍 ,热身运动 Break休息 Welcome new associates by FO managers& Section heads 前厅各经理/部门主管欢迎词 律 Duty Roster/payroll information arrange 排班/考勤安排 Break休息 Hotel Introduction 酒店介绍 Lunch 午餐时间 Introuducing each section-GSM 前厅部门介绍-GSM Shift briefing 交班会 Pre-opening period FO rules and policy筹备开业期间部门纪
Training Material 培训资料
Game
SOP-FO-001/ 012
PPT PPT SOP-FO-DM-021 PPT PPT SOP-FO-OTSC-001 SOP-FO-FD-005/ 007 SOP-FO-RC-001 PPT PPT PPT SOP-FO-002 SOP-FO-FD-012 /013 SOP-FO-RC-002 SOP-FO- OTSC -008/ 010// 032/033 SOP-FO-006 SOP-FO- OTSC -002/ 003 SOP-FO-RC-011 SOP-FO- OTSC -009/ 018/ 031 PPT + Handout SOP-FO-015 SOP-FO-004/ 011 SOP-FO-OTSC-004 SOP-FO-DM-003 SOP-FO-005 / 013 SOP-FO-007 SOP-FO-OTSC -034 SOP-FO-DM-006 SOP-FO-DM-002 SOP-FO-OTSC-035 SOP-FO-FD-014
礼宾部英语培训 Show Room 房间介绍
Concierge English Part 2 July 7, 2012 By FranklinShow Room房间介绍顺序:电话→网线→电视→迷你吧→茶柜→衣柜→电子储物柜→个人护理用品→浴缸→床头柜→床→空调F:Here we are! Mr. Sun. May I use your room key?接过房卡,按一下门铃,连续敲三下门,“Bell service,您好,行李员”,简单演示开门方法,开门至30~45度时,“Bell service,您好,行李员”,迅速推开并定门,插卡取电,打开房间走廊灯,立即退出,请客人先进...Please come in. Mr. Sun.F:Could I put your baggage on the luggage rack? Mr. Sun.S:Certainly.F:You have totally 2 pieces, right?S:That’s right. It`s very kind of you.F:With my pleasure! How about the room, Mr. Sun ?S:Very nice.F:How is the room temperature, sir ?S:Comfortable.F:Shall I open the curtains for you, sir?S:Yes, please…F:So beautiful? May I introduce the room for you, sir?S:Go ahead, Franklin.用手指着电话:F:Here is the house phone. Please dial 9 plus phone number for outside call. Dial 8 plus room number for the other room in this hotel. Please Dial this shortcut key or “3” for guest service center if you need anything during your stay.引领至书桌旁,Here is the internet connection. We also have WIFI. They are both complimentary[,kɔmpli'mentəri].后退两步至迷你吧旁,We have 00 channels ,and 00 foreign language channels. Here is the TV remote [ri'məut]. Besides, on this TV, you can inquire for your bill,service information, flight number and so on.. Compared with the others,it`s so special.打开迷你吧,Here is the mini bar. There are some drinks and snacks which you can enjoy. The price list is on the bar. Here are complimentary coffee and 2 bottles of drinking water are offered everyday. If you need extra coffee or water, please contact guest service center.打开茶箱,Tea set and Chinese tea are provided. You can make tea by yourself.后退两步至衣柜,Here is the wardrobe.(打开衣柜)Bathrobe, laundry list, laundry bag, umbrella are offered. Do you have some laundry, Sir?S:No .关闭衣柜,后退两步,伸手指示,That is the electronic locker, and this is the emergency escape map.引领客人从侧门进入洗漱间,Follow me, please, Mr. Sun.Here is the bathroom. Here are your personal care products. Including toothpaste, toothbrush, razor, small soap and so on. This is your bathtub. From this tap,you can get the hotsping water which is free, the other isordinary water. Above the bathtub, there is a miniTV, when you are taking bubble bath, you won't miss any wonderful TV programmes.走出洗漱间至卧室,边走边介绍,This way, please. Your bed is very big, 2.1 meters long, 2 meters wide. It is bigger than other hotel`s bed.Here is the air-condition control.If you need city or tour information. Please contact Concierge. By the way the fitness center is on floor 3. From 07:00-24:00.S:I will do some exercise for sure.F:That`s all. So What else I can do for you ?S:NO. Thank you. Franklin. I really appreciate it.F:My pleasure! If you need anything during your stay, please contact the guest service center ,24 hours for service. Have a pleasant stay. Mr. Sun.面对客人后退至房间走廊处转身轻轻带上房门。
酒店管理之礼宾培训
务
(1)接机/ 接站牌的客人姓名打印准确。
(2)充足的备用金以支付旅途中预计发生的过路过桥和停车费。
8
(3)移动电话电量充足、信号正常。
(4)放置当日《China Daily》和两份中文报纸。
(5)带酒店Logo的行李保护垫、香氛、酒店品牌的音乐CD、无线上
网操作说明和面巾保温箱。
(6)饮料保温箱,温度符合保温要求。
及时、定期地检查和清除PMS中的可操作项目
整理行李房,礼宾部工具的清洁和保养
(一)上班和下班
场景一:班次安排及上下班
Daniel今天给礼宾部的排班是:早班Adam、Ryan、中班John、Owen,
晚班Jack。昨天上晚班的Henry交班后休息。现在是早上7:00,Henry需要和
Adam、Ryan进行早班交接。
场景二:客人预订的接机服务
散客张先生3天前通过酒店官网预订了一个房间,今天入住酒店,同时
预订了酒店的Audi A4车的接机。根据预订信息,张先生今天上午8:20从上
海飞往本市,飞行时间2小时。在礼宾部早间简报会中,Daniel安排Adam为
礼
机场代表前往接机,Adam随即开始准备接机。
宾
服
1.接机/ 接站用品准备
(三)礼宾服务人员的
经验和教育要求
1.客户和个人服务:了解
提供客户和个人服务的原则和
流程。
礼
2.语言:有一门外语的基
宾
础,能进行基本的听、说、
服
读、写。
务
3.信息系统:信息系统的
3
交互、控制和操作的知识。
4.公共安全和安全:了解
相关设备、程序和政策,以保
护人员、数据、财产、企业和
礼宾岗位英语
a)请问您有没有订过车?我可以为您订车吗?
b)您可以订一辆车去,它经这里有50公里左右。
c)如果您想订出租车或行李服务,请拨“3”和我们联系,我们很高兴为您服务。
d)请告诉我您的航班号,我们会安排班车送您去机场。
a)Excuse me sir/madam,Do you have a taxi reservation with us?
b)Which restaurant do you prefer?Can I make a reservation for you?
5.市内主要风景点
南京是一个有着古老文化背景的城市,有许多名胜古迹。你可以在秦淮河畔的夫子庙品尝风味小吃,其它的风景名胜有:中山陵,灵谷寺,明孝陵。
Nanjingis a city with an ancient cultural back ground, there are many paces of interest to visit.The area of theQinhuaiRiverwithConfuciusTemplehas become the most wonderful place for sightseeing,taste of local snacks as well. The other famous scenic spots and place are: the Dr.Sun-Yet_sen’s mausoleum,LingguTemple,Xiao mausale for ming dynasty.
d)According to today’s exchange rate,every dollar is equal to 8.07 yuan RMB
e)Would you please go to the cashier to check out ?The bell-boy will put your luggage in your car.
礼宾部英文培训
Useful Documents礼宾部英文培训(一)、词汇Concierge 礼宾部Receptrion/FrontDesA 前台Cashier 'DesA 收银台CoffeeShop 咖啡厅WesternRestaurant 西餐厅LobbyBar 大堂吧BeautySalon 美容美发DinningHall 中餐厅NightClub 夜总会ConferenceCenter 会议中心TeaHouse 茶楼SwimmingPool 游泳池TennisCourt 网球场AssistantManager 大堂副理、句型1 ,Goodmorning/afternoon/evening,thisisconciege. 早上/下午/ 晚上好,这是礼宾部。
2 ,WelcomtoChongQing! 欢迎到重庆!3,I 'llshowyoutheway. 我给您带路。
4,Goaheadandturnleft/right. 朝前走,再向左/ 向右5,Watchyourstep! 走好!6,Haveagoodtime! 希望您住的愉快!7,WhatcanIdoforyou? 我能为您做什么?8,MayItaAethebaggageforyou? 我能帮您拿行李吗? 9,Sorrytodisturb/interruptyou. 抱歉打搅您. 10,Youarewelcome.It 'smypleasure!别客气,很高兴为您服务. 礼宾部英文培训(二)、词汇1ParAinglot 停车场 2Airport 机场3TrainStation 火车站4Longdistancestop 5DocA 码头 6ParA 公园7Downtown 市区 8Hospital 医院9BanAofChina 中国银行10SupermarAet 、句型1,Sorry,heisnotinatthemoment. 对不起,他现在不在 .2,WouldyouliAetoleaveamessage? 您想留言吗 ? 3,Ibegyourparden,please? 您能重复一下吗 ? 4,ThanAsforyourhelp/advice. 谢谢您的帮助 / 建议.5,It 'sveryAindofyou.您太好 (友善)了.6,Don ' tmentionit.别放在心上 .7,I 'malwaysatyourservice. 非常乐意为您效劳 .8,Aretheseyourbaggage? 这些是您的行李吗 ?9,MayItaAethemforyou? 请让我来运送 ,好吗 ?长途站 超市10,Idon ' tAnowforsure. 我不太清楚(确定).。
礼宾部英语培训资料
第三单元提送行李Baggage一、业务述要行李是旅游、商务不可缺少的组成部分,因为行李包括日用品之外,还可能是贵重物品,或者是商务资料或者是商业秘密。
行李运送一般由行李员负责,客人一到酒店门口,行李员应主动上前打开车门,问客人有无姓李,如有则帮客人提至前台,等客人办好登记后,再送到房间,同时应建议(提醒)客人把贵重物品放入酒店保险箱保存。
如果是团队的行李,应由行李员点清件数,由领队或导游确认签字,再分别送往客人房间。
团队离开时,应当提前收集行李,由领队或导游确认签字后再送往机场、车站或码头,搬运时,一定要小心轻放。
旅客外出旅行时,应把自己的行李贴上醒目的标签,以便让人辨认,应当用结实耐用的旅行箱或旅行包,最好上锁,加固,以免搬运时破碎,丢失财物带来不便。
二、核心词语bellman/bellhop 行李员pack 包装suitcase 箱子、行李lock/unlock 上锁、锁baggage/luggage 行李safe box 保险箱a piece of 一件baggage office/room 行李房belongings 行李show sb. the way 带某人去help sb. with sth.帮某人提/拿deliver 护送put/place 放trunk 汽车尾部的行李箱turn on /off 打开/关上collect 收回come for 来取slippery 光滑的be sent up 送来deposit 保管处sign 签字perishable 易坏的wait for 等待describe 描述;说明transfer 移转label/tag 标签pick up 领取revolving door 旋转门attach to 贴/附属business card 名片delay 耽搁cloakroom 寄物处immediately 立即valuables 贵重物品三、句型范例1. How many pieces of baggage do you have?您有几件行李?2. I’ll show you to the Front Desk. This way, please.我带您去前台,请跟我来。
COURTESY ENGLISH礼貌英语培训
Answering A Guest Call应答客人呼唤
Yes, Sir/Madam.是,就来,先生/小姐 May I help you,Sir? Can I help you,Sir/ What can I do for you Sir?先生,请问有什么 可以帮您? I’ll be with you in a moment, Sir/Madam 我马上就来,先生/小姐。 Sorry to keep you waiting, Sir/Madam 先生/小姐,让您久等了,不好意思。
Lesson Outline课程结构
Greetings见面招呼问候 Answering a guest’s call应答客人呼唤时 When you don’t understand 当你听不懂时 Handling guest complaints/criticisms处理客人投 诉时,接受客人批评时 Polite requests 请客人做某事时 Bidding farewell 与客人道别
GREETING问候 ADDRESSING称呼 WELCOME欢迎词
Gentlemen先生们
Ladies女士们 Ladies&Gentlemen 女士们、先生们
Good Afternoon 下午好
Welcome to
Ramada Plaza Taian
欢迎光临华美达酒店
(12:00~18:00)
Greetings见面招呼问候
WELCOME TO HOTEL COURTESY ENGLISH TRAINING
TRAINING OBJECTIVE:
At the end of today’s training you will be able to:在本次培训结束后你将能够: Speak to guests by using the basic courtesy English phrases.
Concierge English
礼宾部常用英语Concierge English1. Good Morning/Afternoon Mr/Ms XX, do you have a reservation?上午/下午/晚上好,**先生/女士,请问您有预定吗?2. Mr/Ms XX, were you completely satisfied with your stay? If you haveany complaints or suggestions to raise, please do tell us so that we may improve in order to better serve you.**先生/女士, 您这次入住还满意吗?如果有不满意的地方,请您给我们提出来,以便我们改进。
3.我们这里有五种车型,需要帮您预定一辆吗?Sir, we have 5 different types of cars for you to choose from, would you like us to help you make a reservation for one of them?4.您的房间在9楼,需要帮您提行李吗。
Sir, your room is on floor 9, do you require any help with your luggage?5.需要为您介绍一下房间设施吗。
Sir, would you like an introduction of the room and hotel’s features?6.外面下雨了,您需要带把伞吗。
It’s raining outside at the moment sir, you would need an umbrella.7.出门右拐,沿这条路直走,过去两个红绿灯就是朝山街了。
Turn right after exiting through these doors and follow this road straight onwards, after you’ve gone past 2 traffic lights you’d have reached Chao Shan Jie.8.这是您的租车账单请您签字确认。
礼宾部培训英语
上行李服务Concierge 礼宾部 Luggage/Baggage 行李 Bellman 行李员 piece 件 store 存Valuable 贵重物品 Tag/card 标签 Breakable 易碎物品 Suitcase 箱子Front desk/front office 前台 Rack 行李架 Dial 拨打 Signature 签字Pick up 取 Pleasure 荣幸情景1A: Good morning/afternoon/evening, sir/madam. Welcome to our hotel早上好/下午好/晚上好,先生/女生。
欢迎来到我们酒店B: Thank you谢谢A: What can I do for you ?我能帮助你吗?B: Yes是的A: This is your taxi card这是您的出租车登记卡(递上出租车登记卡)A: How many pieces of luggage do you have?您有几件行李B: Just three3件A: Two suitcases and one bag. Is that right?2个箱子和1个包。
对吗?B: Yes, that’s all是的A: I’ll show you to the front desk. This way please, I’ll take care of your luggage. 我带你去前台,请这边走,我会照看好你的行李B: Thank you谢谢A: This way, please这边请A: Here we go to the elevator电梯在这边B: Thank you谢谢A: Can I open the door for you ?我可以帮您开门吗?A: Can I put your luggages on the luggage rack ?行李放在行李架上可以吗?A: Is there anything else I can do for you ?还有什么需要帮助吗,先生/女士B: No没有了A: If you need any help, please dial 62有什么需要直接拨打房务中心电话是62A: Thank you for you stay our hotel, Have a nice day.欢迎您的入住我们酒店,祝您入住愉快。
Concierge English
一.Greetings 寒暄1.Good morning, sir. 早上好。
早上好,先生。
2.Good afternoon, madam.下午好,夫人。
3.Good evening, sir晚上好,先生。
4.Good night, madam.晚安,夫人。
5.How are you?您好吗?Fine, thank you, and you?很好,您呢?Fine thanks.很好。
6.Welcome to Hilton Xi’an.欢迎来到希尔顿酒店。
7.Hope you had a good trip祝您旅途愉快(客人到酒店).8.Hope you have a good journey祝您旅途愉快(客人离开酒店)9.It’s nice to meet you, sir.见到您很高兴,先生。
10.Pleasant to meet you, sir. My name is…..很高兴见到您,我的名字叫。
11.Welcome you back, sir.欢迎您回来,先生。
12.Nice to see you again, madam很高兴又见到您,太太。
13.Goodbye, thank you for coming, please come again.再见,感谢您光临,希望您再来。
14.Have a nice day.祝您今天愉快。
15.Have a good evening..祝您过个愉快的夜晚。
16.Have a pleasant weekend.祝您周末愉快。
17.Good night and have a good rest.晚安,祝您休息好。
18.Good night and pleasant dreams.晚安,祝您做个好梦。
19.What can I do for you, sir?我能为您做点什么吗,先生?20.May I help you?我能帮您吗?21.May be of any assistance?我能为您做点什么?22.Is there anything I can do for you?有什么我可以帮您的吗,先生?23.Here you are, sir.这个给您。
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礼宾英语Concierge EnglishTraining OfficeApril, 2008ContentPart I. Situational Dialogue •Greeting Guests 2问候•Checking Baggage 3检查行李•Showing A Guest to the Floor 4带客人上房间•Help Looking for Baggage 5帮助寻找行李•Providing Information 6 问询•Limousine Service7出租车服务•Saying Goodbye to the Guest 8送别Part II. Commonly Used Expressions 9 Part I. Situational DialogueGreeting GuestsDialogue OneBellboy : Good morning! Madam.Guest : Good morning!Bellboy : Welcome to Mission Hills!Guest : Thank you.Bellboy : Let me help you. Is all of your baggage here?Guest : Yes, I’ve got three suitcases.Bellboy : Come this way, please. The reception is over there.Guest : Thanks a lot.Bellboy : A bellboy will show you to your room when you have finished check-in.Guest : OK. That’s fine.Bellboy : Enjoy your stay.Dialogue TwoBellboy : Good afternoon, sir.Guest : Good afternoon.Bellboy : Welcome to Mission Hills.Guest : Thank you.Bellboy : Please check your baggage here. I’ll carry it to the reception desk.Guest : Oh, my God! I can’t find my handbag. It must have been left behind the shuttle bus. Bellboy : Don’t worry. I’ll go and get it for you… Is this your handbag, sir?Guest : Yes, it is. It’s very kind of you to do so. Would you please accept the gift for my thanks? Bellboy : Thank you.Checking BaggageDialogue OneClerk : Good morning! Madam. May I help you?Guest : Yes, I’d like to check my baggage.Clerk : May I have your name and room number?Guest : Yes, here’s the card.Clerk : How many pieces of baggage have you got?Guest : I’ve got four pieces in all.Clerk : When will you want them?Guest : In three days.Clerk : Please keep the name tag.Guest : Thank you.Clerk : You’re welcome.Dialogue TwoClerk : Would you like to check your baggage here, sir?Guest : Yes, I’m leaving for Hangzhou today and I’ll be back in three days. So I’ll leave the trunk in the storeroom.Clerk : Is there any food, anything valuable or breakable in the trunk?Guest : Oh, here is a watch, porcelain and a bottle of whiskey.Clerk : I’m afraid you have to take them out. The whiskey is combustible, the porcelain is a fragile object and the watch is also valuable.Guest : I’m sorry. I don’t know. I’ll take them out. Is everything ready?Clerk : Yes, thank you for your cooperation. Have a good journey!Guest : Thank you.Dialogue ThreeGuest : I’m sorry. I’ve lost my tags. How can I do about it?Clerk : Would you please show me your key card?Guest : Here it is.Clerk : I see. What is your baggage? And do you remember the tag’s number or color?Guest : It’s a suitcase. it is red or so mething.Clerk : Could you give me a description of your case?Guest : It’s like this. It’s square with a leathe r cover. Yes, I remember, there is green string around the handle. That’s right.Clerk : I’ll check it for you… sorry for keeping you waiti ng. I’ve found it. Is this yours?Guest : Yes, it is the right one.Clerk : All right.Showing A Guest to the FloorDialogue OneBellboy : Good afternoon, Mr. Baldwin. Your room is on the 5th floor. I’ll show you to the room. This way, please.Guest : It’s very kind of you.Bellboy : My pleasure, Mr. Baldwin. Well, is this your first time to come to China?Guest : No, it is the second time.Bellboy : Oh. Your room faces the golf course. It’s lovely.Guest : How nice to have the beautiful surroundings! What about the food here? Do you serve western food?Bellboy : Yes, the restaurants serve not only various kinds of Chinese food but also western food.Guest : That’s great!Bellboy : Are you here on business or for a holiday?Guest : I’m here on business.Bellboy : Here is the room.Guest : Thank you very much indeed.Bellboy : My pleasure.Dialogue TwoBellboy : Good evening, madam. You’ve finished check-in, haven’t you?Guest : Yes, I’ve just got the key to the room.Bellboy : Shall I show you to the room now?Guest : Yes, let’s go.Bellboy : You’ve got three handbags. Is that correct?Guest : Yes, right.Bellboy : Is there anything fragile in your handbag?Guest : Yes, there is some pottery in this bag.Bellboy : Let me carry those two bags for you.Guest : Thanks.Bellboy : Follow me, please.Guest : All right. Here I come.Bellboy : The lift is this way…Guest : Thank you.Bellboy : You’re welcome.This is the 5th floor. … Here is Ro om 5008, Madam. When you check out, please dial 3 andwe’ll help you with your baggage at once. Well, I hope you’ll have a nice stay here. Good night. Guest : Thank you very much indeed. Good night.Help Looking for BaggageDialogue OneGuest : Excuse me. Can you do me a favor?Clerk : Yes, of course. What can I do for you, sir?Guest : I’ve lost a handbag.Clerk : Do you remember when you couldn’t find it?Guest : Let me think it over. Oh, I remember it now. I bought a pair of sports shoes and then took a taxi back to the hotel. Right, it must still be in the taxi.Clerk : Do you remember the taxi number?Guest : No, I don’t. I only noticed it’s a Toyota car.Clerk : Could you tell me what’s in the handbag?Guest : Yes, there is a passport, about 2,000U.S. Dollars, 1,000 Hong Kong dollars and some RMB pocket money.Clerk : All right. We’ll try our best to find it. Once we’ve got news, we’ll inform you as soon as possible.Could you tell us your name and room number?Guest : Yes. Mary Smith. Room 3311. Sorry to put you to trouble.Clerk : No trouble at all, Ms. Smith.Dialogue TwoGuest : Good morning! Could you help me?Clerk : Certainly. What is the trouble?Guest : I’ve just found a traveling bag is missing.Clerk : Are you sure where you lost it? And may I have your name and room number, please?Guest : Yes, at the airport. I’m Iris Jackson, room 6026.Clerk : Don’t worry, Ms. Jackson. Please tell me the articles in the bag, I’ll contact the people at the airport.Guest : It’s the normal size with a design of blue and white stripes.Clerk : (Hello, is this the Lost and Found Office at the airport? This is Mission Hills Resort, one of our guests has lost a bag with blue and white stripes. What? …You’ve got it? That’s right, I’ll havesomeone fetch it. Thank you…)Ms. Jackson, we’ll contact you as soon as your bag is back.Guest : It’s very kind of you. Thank you.。