《饭店专业英语》Part 5 Unit 28 Sales Dept
饭店实用英语课件part5.ppt
gymnasium
n. 健身房
apparatus
chest-expander n. 扩胸器
billiards
sauna
n. 桑拿
massage
recommend
v. 推荐
shunt
dissipate
n. 驱散
decongest
internal
a. 内部的
organ
stimulate
v. 刺激，激励 circulation
拉力器械 跑步机 固定自行车 杠铃 哑铃 常驻教练 蒸气浴 有……的效果 搓澡工 时而，不时 目前
乐意帮助某人, 听某人使唤
Step 3
Useful Sentences
1. Asking about services
2. Telling the guest about services
Step 4
go gray 变灰白
keep the same style 保持原来的发型
have a cold wave 冷烫 to one’s liking
让某人称心
neagiglwvhairtneish
指甲蛋油白 every other day
每个一天
Step 3
Useful Sentences
1. Asking about or demanding services
Part 5 Other Departments
30
At the Beauty Center
31 Recreation and Fitness Center
32
Business Center
Chapter 30 At the Beauty Center
饭店员工英语培训辅导材料
饭店员工英语培训辅导材料酒店英语Hotel English第一部分公共知识The First Part The Public Knowledges一、饭店部门 Departments董事会directorate, board of directors 总经理办公室general manager’s office人事培训部 personnel and training department财务部finance department前厅部 front office客房部 housekeeping department餐饮部 food and beverage department工程部 engineering department保安部security department采购部purchasing department营销部 sales department旅行社 tourism agency department工会 trade union , labor union康乐部entertainment department二、从业人员Staffs董事长 board chairman副董事长 vice-board chairman总经理 general manager副总经理 vice-general manager总经理助理 assistant general manager经理 manager副经理 vice-manager大堂副理 assistant manager营销员 salesman/saleswoman主管 supervisor领班 captain文员 clerk行李员 bellman/bellboy话务员 operator秘书 secretary收帐员 cashier总工程师 chief engineer电脑工程师 computer engineer房务主管 head housekeeper楼层领班 floor supervisor公共区域领班 public area captain客房女服务员 housemaid/attendant男服务员 waiter餐厅女服务员 waitress厨师 chef行政总厨 executive chef餐厅主管 head waiter商场营业员 shop assistant驾驶员 driver洗衣工 laundry worker三、安徽饭店简介安徽饭店坐落于省会合肥市梅山中路18号，地处景色秀丽的西山风景区，北临清碧河塘，南眺繁华闹市，位距合肥骆岗机场9公里，火车站8公里，距省政府尚不足3公里，交通十分通捷。
饭店各部门及各职位英语名称
饭店各部门及各职位英语名称飯店各部門及各職位英語名稱總行政辦公室Executive Management Office董事總經理Managing Director總經理General Manager常務副總經理Deputy General Manager人力資源部Human Resources Department / Division 人力資源開發總監Director of Human Resources人事部經理Personnel Manager培訓部經理Training Manager財務部Finance and Accounting Division / Department 財務總監Financial Controller財務部經理Chief Accountant成本部經理Cost Controller採購部經理Purchasing Manager總出納Chief Cashier餐飲部Food & Beverage (F&B) Department餐飲總監F&B Director餐飲部經理F&B Manager西餐廳經理Western Restaurant Manager中餐廳經理Chinese Restaurant Manager咖啡廳經理Coffee Shop Manager餐廳經理Catering Manager行政總廚Executive chef中廚師長Sous Chef(Chinese Kitchen)西廚師長Sous Chef(Western Kitchen)西餅主管Chief Baker市場營銷部Sales & Marketing Division / Department 市場營銷總監Director of Sales and Marketing銷售部總監/經理Director of Sales宴會銷售經理Banquet Sales Manager會議場地銷售經理Convention Sales Manager銷售及預訂部經理Sales & Reservation Manager銷售經理Sales Manager公關及客戶部Public & Guest Relations Division / Department 公關經理P.R.Manager高級客戶經理Senior Account Manager客戶經理Account Manager禮賓部經理Chief Concierge / Concierge Manager前廳部經理Front Office Manager管家部Room Services & Housekeeping Department 行政管家Executive Housekeeper行政副管家Assistant Executive Housekeeper客務部經理Room Services Manager洗衣房經理Laundry Manager電腦部Information Services / Technology Department 電腦部經理I.T. Manager工程部Engineering (& Maintenance) Department工程總監Chief Engineer工程部經理Engineering Manager值班工程師Duty Engineer保安部Security Department保安部經理Security Manager保安部副經理Assistant Security Manager康樂部Recreation and Entertainment Department康樂部經理Recreation Manager康樂部經理Entertainment Facitilities Manager美容部經理Health and Beauty Manager商場部Shopping Arcade商場部經理Shop Manager賭場Casino Division賭場總監Director of Casino Operations 賭場總經理General Manager - Casino 賭場經理Floor Manager總出納Chief Cashier。
《饭店专业英语》Part 1 Unit 5 Business Center
Read the dialogue and answer these questions.
• Why does the clerk not agree to use the guest’s USB flash disk?
• What is the charge for printing and for typhe original draft. By the way, how about the charge?
C: Five yuan a page for printing, and two yuan a page for typing. How many pages do you need, sir?
Business Center. G: How much is it for one page? C: Two yuan a page for A4 and B5, and four yuan a
• As a clerk of the business center, you have to operate the facilities skillfully and explain the service details to the guests directly, keep the guests’ privacy confidential and assist in checking documents.
饭店英语课程标准
饭店英语课程标准饭店英语课程标准1．课程定位和课程设计1.1课程的性质《饭店英语》课程是旅游管理专业的必修课程之一，是培养学生从事饭店服务工作所需的实用英语技能的课程。
本课程旨在培养学生具有较强的语言表达能力，在培养学生扎实的英语语言表达能力的同时，联系旅游服务工作实际，使学生能用所学英语开展饭店服务活动，培养学生从事饭店接待的实践能力，并为学生进一步从事饭店实践工作奠定良好的基础。
1.2课程设计理念《饭店英语》教学安排以就业为导向、以服务饭店行业为宗旨、以饭店主要岗位的工作为主线。
本课程密切结合饭店业的工作特点和服务内容，从饭店业的概况入手，逐渐深入到各岗位的具体职能和服务流程，使学生既能从总体掌握饭店业的工作内容，具备良好的英语听力和表达能力，又能锻炼实际动手操作能力。
（1）以学生为主体，注重个体差异本课程的教学活动的安排、评价的方式遵循“以学习者为中心”的原则，面向全体学生，尊重学生的个体差异，为他们提供多种课堂学习任务和课外练习任务，供他们选择，进行个性化的学习；同时，对学生的学习过程进行评价。
（2）以任务为载体，体现职业情境课堂教学采用具有实践性的任务式主题式教学法，以饭店服务工作内容为主题，创造真实的语言环境，让学生通过完成基于饭店服务程序的各种学习活动，在完成学习任务的过程中掌握英语。
（3）突出能力目标，形成解决问题和自主学习的能力积极培养学生的用英语完成各项工作任务的能力，除了让学生了解饭店服务英语的规律、掌握饭店服务工作用语，还要通过多种学习任务的完成，培养学生解决问题、处理问题的能力，以及自主学习的能力。
（4）将职业道德教育贯穿教学过程始终当今社会，无论哪一个岗位，都需要具备良好的职业道德。
企业家牛根生先生提出的著名观点“有德有才破格重用，有德无才培养使用，有才无德限制录用，无德无才，坚决不用。
”得到了广大用人单位的推广使用。
这就要求我们在教学过程中，不能一味的关注学生掌握知识量的多少，更要关注学生的思想道德建设，积极引导，将他们打造成符合社会需求的合格工作者。
(餐饮管理)饭店术语英语名词解释
饭店术语英语名词解释Account——帐目，记录有关饭店企业的转帐、宾客费用或客人费用帐单等。
Account number——帐户号码或帐单号码，即饭店帐目、团队全包帐目的手记或电脑自动编排的帐目号码，以此来计算和转记客人的费用帐目。
Account settlement——客有费用帐单或公司转帐付款帐目最终结帐应支付款额。
Adjoining Room——毗连房，即有一个公用墙而没有一个公用门的室外毗连房。
Adjustment——调整费用帐目，即纠正和扣除帐目费用差额。
Advance Deposit——事先押金付款，即担保预订客房交付的押金，它可能是客房价格的全部或部分费用。
Affinity Group——爱好、关系团体，即为了某种目的而紧密结合起来的俱乐部、组织、学校、企业或公共社团、公司等。
Agent ID——代理人证明，即分配给每一位电脑系统使用人独特唯一的证明密码。
当签字于电脑系统之时，代理人证明(密码)就被输入进电脑；以便区别证明每位不同使用电脑系统的个人。
代理人证明密码是由饭店管理层确定建立的，这个代理人证明密码是受人员变化的制约，也可随时变化。
AH and MA——美国旅馆和汽车旅馆协会，它是一个全国范围的协会组织，代表着全美国饭店酒店业。
Allowance——扣除帐单人的费用差额，即调整由于不周到服务所应扣除的费用；或是因为房租价格差额以及转帐时多收的差额等均工除扣。
Amenities——令人愉快的事物和环境，即为了改进和提高宾客的物质舒适程度，饭店向客人所提供的有头项目；如卫生间的宜人环境包括有一块大型豪华的浴皂、洗发液、大型和舒适的浴巾或是浴衣以及是一个冰凉饮料的冰容器等。
American Plan(AP or FAP)——美式计价方式，即饭店标出的客房价格包括一日三餐的费用在内，三餐基本上是定餐，菜单供应项目没有客人的额外付费，一般是不更换花费的。
有时是类似公寓生活的供应餐。
饭店英语电子档
Unit 1四1、With 60 co-ops in the building ,you get a very welcoming , feel-like-home kind of atmosphere .大楼里有60套组合式公寓，你会体验到一种非常热忱的、宾至如归的氛围。
2、Rome was not built in a day ?欲成大器，绝非一日之功。
3、I think hotel service is a very decent and honorable occupation .我认为酒店服务是一种非常体面和光荣的职业。
4、Never forget our hotel's motto--"Reputation first ,customer foremost."永远不要忘记我们酒店的座右铭：“名誉第一，顾客至上。
”五1、Hospitality means people dealing with people.The hospitality industry is a phrase covering a variety of service industries/from receiving a customer to servicing them ,such as providing them food and beverages,or provision of a room and bed to sleep.款待他人意味着人及人之间相互交往。
饭店业这个用语涉及从接待顾客到为顾客服务等多种服务行业，如为顾客提供餐饮，或提供睡觉所需的房间和床铺。
2、There are five basic types of hotel--commercial,resort residential,extended-stay ,and casino .Most hotels and motels are commercial properties that cater mainly to business people, tourists ,and other travelers who need accommodations for a brief stay.旅店基本上可分为五种类型，即商业饭店，度假村，做住所用的旅馆，逗留期长的旅馆及娱乐场。
《饭店服务与管理英语》Unit 5 Food and Beverage
cup.) • Sir, here is your Mao Tai. By the way, it is best taken in small
• rooms banqueting halls，cafeterias，bars，and cafes. We may say that the food service department of a hotel has become one of its pillars. The Food and Beverage Department staff, such as chefs，waiters and waitresses， bussers and bartenders，can contribute a lot to the reputation of a restaurant.
Part One Speaking and Passage
• Exercises
• Small Group Work • 1 .Questions for comprehension. • (1)How do people describe the Chinese cuisine? • ( 2 ) Can you give the terms of different areas of food service in
• 如果服务员服务迟缓、缺乏热情或不懂哪些饮料配哪些菜肴…… • 饮料与菜肴搭配，可参考本课英译中练习。 • 3.A love for the guests. . .throughout the world. • 热爱顾客，技能娴熟，知识充实，礼仪周到，讲究效率就烹制出一道
酒店饭店常用英语
酒店饭店常用英语--部门、职位、常用词汇....E.D.P(Electronic Data Processor)电脑部1．Executive Office行政办公室2．Human Resources Dept.人力资源部3．Front Office前厅部4．Housekeeping Dept.管家部5．Food & Beverage Dept.餐饮部6．Recreational Dept.康乐部7．Financial Dept.财务部8．Sales Dept.市场营销部9．Security Dept.保安部10．Engineering Dept.工程部11．Waiting list等候名单12．Average room rate平均房价13．DND=Do Not Disturb请勿打扰14．VIP=Very Important Person贵宾15．Package包价服务16．No-show订房不到17．Message留言18．Cancellation取消19．Walk-in无预订散客20．Morning call叫醒服务21．Complain投诉22．Over booking超额预订23．OOO=Out of Order维修房24．Lost and found 失物招领25．Room status 房间状态26．Check in 登记入住27．Check out 结账离店28．Reservation预订29．Reception接待30．Operator总机话务员31．Business centre商务中心32．DDD=Domestic Direct Dial国内直拨33．IDD=International Direct Dial国际直拨34．LDD=Local Direct Dial市话35．Suite套房36．Standard room标准间37．Double room大床间38．Mini-bar小酒吧39．Laundry service洗衣服务40．Room service送餐服务41．Menu菜单42．PA=Public Area公共区域43．DJ=Disk Jockey音控员44．Tips=To Insure Prompt Service小费45．AM=Assistant Manager大堂副理总经理general manager外方总经理Expatriate General Manager副总经理deputy general manager财务总监Finance Controller销售总监Director of Sales市场总监Director of Marketing客务总监Director of Rooms Divsion行政总厨Executive Chef部门经理department manager; division manager ;section manager经理助理assistant manager主管supervisor领班captain英文简历常用词汇及英文简历范文able 有才干的，能干的adaptable 适应性强的active 主动的，活跃的aggressive 有进取心的ambitious 有雄心壮志的amiable 和蔼可亲的amicable 友好的analytical 善于分析的apprehensive 有理解力的aspiring 有志气的，有抱负的audacious 大胆的，有冒险精神的capable 有能力的，有才能的careful 办理仔细的candid 正直的competent 能胜任的constructive 建设性的cooperative 有合作精神的creative 富创造力的dedicated 有奉献精神的dependable 可靠的diplomatic 老练的，有策略的disciplined 守纪律的dutiful 尽职的well--educated 受过良好教育的efficient 有效率的energetic 精力充沛的expressivity 善于表达faithful 守信的，忠诚的frank 直率的，真诚的generous 宽宏大量的genteel 有教养的gentle 有礼貌的humorous 有幽默impartial 公正的independent 有主见的industrious 勤奋的ingenious 有独创性的motivated 目的明确的intelligent 理解力强的learned 精通某门学问的logical 条理分明的methodical 有方法的modest 谦虚的objective 客观的precise 一丝不苟的punctual 严守时刻的realistic 实事求是的responsible 负责的sensible 明白事理的sporting 光明正大的steady 踏实的systematic 有系统的purposeful 意志坚强的sweet-tempered 性情温和的temperate 稳健的tireless 孜孜不倦的education 学历educational history 学历educational background 教育程度curriculum 课程major 主修minor 副修educational highlights 课程重点部分curriculum included 课程包括specialized courses 专门课程courses taken 所学课程special training 特别训练social practice 社会实践part-time jobs 业余工作summer jobs 暑期工作vacation jobs 假期工作refresher course 进修课程extracurricular activities 课外活动physical activities 体育活动recreational activities 娱乐活动academic activities 学术活动social activities 社会活动rewards 奖励scholarship 奖学金excellent League member 优秀团员excellent leader 优秀干部student council 学生会off-job training 脱产培训in-job training 在职培训educational system 学制academic year 学年semester 学期（美）term 学期（英）supervisor 论文导师pass 及格fail 不及格marks 分数examination 考试degree 学位post doctorate 博士后doctor(Ph.D) 博士master 硕士bachelor 学士graduate student 研究生abroad student 留学生abroad student 留学生undergraduate 大学肆业生government-supported student 公费生commoner 自费生extern 走读生intern 实习生prize fellow 奖学金生boarder 寄宿生graduate 毕业生guest student 旁听生（英）auditor 旁听生（美）day-student 走读生work experience 工作经历occupational history 工作经历professional history 职业经历specific experience 具体经历responsibilities 职责second job 第二职业achievements 工作成就，业绩administer 管理assist 辅助adapted to 适应于accomplish 完成（任务等）appointed 被认命的adept in 善于analyze 分析authorized 委任的；核准的behave 表现break the record 打破纪录breakthrough 关键问题的解决control 控制conduct 经营，处理cost 成本；费用create 创造demonstrate 证明，示范decrease 减少design 设计develop 开发，发挥devise 设计，发明direct 指导double 加倍，翻一番earn 获得，赚取effect 效果，作用eliminate 消除enlarge 扩大enrich 使丰富exploit 开发（资源，产品）enliven 搞活establish 设立（公司等）；使开业evaluation 估价，评价execute 实行，实施expedite 加快；促进generate 产生good at 擅长于guide 指导；操纵improve 改进，提高initiate 创始，开创innovate 改革，革新invest 投资integrate 使结合；使一体化justified 经证明的；合法化的launch 开办（新企业）maintain 保持；维修modernize 使现代化negotiate 谈判nominated 被提名；被认命的overcome 克服perfect 使完善；改善perform 执行，履行profit 利润be promoted to 被提升为be proposed as 被提名（推荐）为realize 实现（目标）获得（利润）reconstruct 重建recorded 记载的refine 精练，精制registered 已注册的regenerate 更新，使再生replace 接替，替换retrieve 挽回revenue 收益，收入scientific 科学的，系统的self-dependence 自力更生serve 服务，供职settle 解决（问题等）shorten 减低……效能simplify 简化，精简spread 传播，扩大standard 标准，规格supervises 监督，管理supply 供给，满足systematize 使系统化test 试验，检验well-trained 训练有素的valuable 有价值的target 目标，指标working model 劳动模范advanced worker 先进工作者name 姓名in. 英寸pen name 笔名ft. 英尺alias 别名street 街Mr. 先生road 路Miss 小姐district 区Ms （小姐或太太）house number 门牌Mrs. 太太lane 胡同，巷age 年龄height 身高bloodtype 血型weight 体重address 地址born 生于permanent address 永久住址birthday 生日province 省birthdate 出生日期city 市birthplace 出生地点county 县home phone 住宅电话prefecture 专区office phone 办公电话autonomous region 自治区business phone 办公电话nationality 民族；国籍current address 目前住址citizenship 国籍date of birth 出生日期native place 籍贯postal code 邮政编码duel citizenship 双重国籍marital status 婚姻状况family status 家庭状况married 已婚single 未婚divorced 离异separated 分居number of children 子女人数health condition 健康状况health 健康状况excellent （身体）极佳short-sighted 近视far-sighted 远视ID card 身份证date of availability 可到职时间membership 会员、资格president 会长vice-president 副会长director 理事standing director 常务理事society 学会association 协会secretary-general 秘书长research society 研究会应聘职位objective 目标position desired 希望职位job objective 工作目标employment objective 工作目标career objective 职业目标position sought 谋求职位position wanted 希望职位position applied for 申请职位离职原因for more specialized work 为更专门的工作for prospects of promotion 为晋升的前途for higher responsibility 为更高层次的工作责任for wider experience 为扩大工作经验due to close-down of company 由于公司倒闭due to expiry of employment 由于雇用期满sought a better job 找到了更好的工作to seek a better job 找一份更好的工作业余爱好hobbies 业余爱好play the guitar 弹吉他reading 阅读play chess 下棋play 话剧long distance running 长跑play bridge 打桥牌collecting stamps 集邮play tennis 打网球jogging 慢跑sewing 缝纫travelling 旅游listening to symphony 听交响乐do some clay scultures 搞泥塑常见职业词汇英译一览表accountant: 会计actor: 男演员actress: 女演员airline representative: 地勤人员anchor: 新闻主播announcer: 广播员architect: 建筑师artist: 艺术家associate professor: 副教授astronaut: 宇航员.attendant: 服务员auditor: 审计员auto mechanic : 汽车技工baker: 烘培师barber: 理发师 (男)baseball player: 棒球选手bell boy: 门童bellhop: 旅馆的行李员binman: 清洁工,垃圾工blacksmith: 铁匠boxer: 拳击手broker (agent) : 经纪人budgeteer: 预算编制者bus driver: 公车(巴士)司机butcher: 屠夫,肉商buyer: 采购员carpenter:木匠cartoonist: 漫画家cashier: 出纳员chef: 厨师chemist : 化学师clerk : 店员clown :小丑cobbler: 制(补)鞋匠computer programmer : 程序员construction worker : 建筑工人cook: 厨师cowboy :牛仔customs officer :海关官员dancer : 舞者dentist: 牙科医生designer: 设计师desk clerk: 接待员detective 侦探doctor: 医生door-to-door salesman: 推销员driver: 司机dustman: 清洁工editor : 编辑electrician :电工engineer:工程师farmer: 农夫fashion designer: 时装设计师fireman (firefighter): 消防员fisherman: 渔夫flyer: 飞行员Foreign minister : 外交部长gardener花匠(园丁)gas station attendant : 加油工geologist : 地质学家guard :警卫guide: 导游hiredresseer: 理发师,美容师(女) housekeeper : 管家housewife : 家庭主妇interpreter :口译员janitor : 清洁工journalist: 记者judge 法官lawyer :律师librarian: 图书管理员.life guard :救生员magician :魔术师masseur : 男按摩师masseuse : 女按摩师mathematician : 数学家mechanic: 机械师 ,机修工miner: 矿工model: 模特儿monk : 和尚,教士movie director: 导演movie star : 电影明星musician : 音乐家nun : 尼姑office clerk : 职员office staff 上班族operator: 接线员parachutist: 跳伞人.pharmacist药剂师photographer:摄影师pilot: 飞行员planner: 计划员policeman: 警察postal clerk: 邮政人员postman :邮差President: 总统priest: 牧师processfor: 教授real estate agent: 房地产经纪人receptionist :接待员repairman :修理工人reporter : 记者sailor: 船员，水手salesman/ selespeople/ salesperson: 售货员scientist: 科学家seamstress 女装裁缝师secretary: 秘书singer: 歌手soldiery: 士兵,军人statistician : 统计员surveyor: 测量技师tailor: 裁缝师taxi driver计程车司机technician : 技术人员tour guide: 导游traffic warden: 交通管理员.translator: 翻译（笔译）TV producer: 电视制作人typist: 打字员vet: 兽医veterinarian兽医waiter: 侍者(服务生)waitress: 女侍者(服务生)welder : 焊接工writer: 作家职位名称中英文对照表Marketing and Sales(市场与销售部分）Vice-President of Sales 销售副总裁Senior Customer Manager 高级客户经理Sales Manager 销售经理Regional Sales Manager 地区销售经理Merchandising Manager 采购经理Sales Assistant 销售助理Wholesale Buyer 批发采购员Tele-Interviewer 电话调查员Real Estate Appraiser 房地产评估师Marketing Consultant 市场顾问Marketing and Sales Director 市场与销售总监Market Research Analyst 市场调查分析员Manufacturer's Representative 厂家代表Director of Subsidiary Rights 分公司权利总监Sales Representative 销售代表Assistant Customer Executive 客户管理助理Marketing Intern 市场实习Marketing Director 市场总监Insurance Agent 保险代理人Customer Manager 客户经理Vice-President of Marketing 市场副总裁Regional Customer Manager 地区客户经理Sales Administrator 销售主管Telemarketing Director 电话销售总监Advertising Manager 广告经理Travel Agent 旅行代办员Salesperson 销售员Telemarketer 电话销售员Sales Executive 销售执行者Marketing Assistant 市场助理Retail Buyer 零售采购员Real Estate Manager 房地产经理Real Estate Broker 房地产经纪人Purchasing Agent 采购代理Product Developer 产品开发Marketing Manager 市场经理Advertising Coordinator 广告协调员Advertising Assistant 广告助理Ad Copywriter(Direct Mail) 广告文撰写人Customer Representative 客户代表Computers and Mathematics(计算机部分) Manager of Network Administration 网络管理经理MIS Manager 电脑部经理Project Manager 项目经理Technical Engineer 技术工程师Developmental Engineer 开发工程师Systems Programmer 系统程序员Administrator 局域网管理员Operations Analyst 操作分析Computer Operator 电脑操作员Product Support Manager 产品支持经理Computer Operations Supervisor 电脑操作主管Director of Information Services 信息服务主管Systems Engineer 系统工程师Hardware Engineer 硬件工程师Applications Programmer 应用软件程序员Information Analyst 信息分析LAN Systems Analyst 系统分析Statistician 统计员Human Resources（人力资源部分）Director of Human Resources 人力资源总监Assistant Personnel Officer 人事助理Compensation Manager 薪酬经理Employment Consultant 招募顾问Facility Manager 后勤经理Job Placement Officer 人员配置专员Labor Relations Specialist 劳动关系专员 Recruiter 招聘人员Training Specialist 培训专员Vice-President of Human Resources 人力资源副总裁Assistant Vice-President of Human Resources 人力资源副总裁助理Personnel Manager 职员经理Benefits Coordinator 员工福利协调员Employer Relations Representative 员工关系代表Personnel Consultant 员工顾问Training Coordinator 培训协调员Executive and Managerial(管理部分)Chief Executive Officer(CEO) 首席执行官Director of Operations 运营总监Vice-President 副总裁Branch Manager 部门经理Retail Store Manager 零售店经理HMO Product Manager 产品经理Operations Manager 操作经理Assistant Vice-President 副总裁助理Field Assurance Coordinator 土地担保协调员Management Consultant 管理顾问District Manager 市区经理Hospital Administrator 医院管理Import/Export Manager 进出口经理Insurance Claims Controller 保险认领管理员Program Manager 程序管理经理Insurance Coordinator 保险协调员Project Manager 项目经理Inventory Control Manager 库存管理经理Regional Manager 区域经理Chief Operations Officer(COO) 首席运营官General Manager 总经理Executive Marketing Director 市场行政总监Controller(International) 国际监管Food Service Manager 食品服务经理Production Manager 生产经理Administrator 医疗保险管理Property Manager 房地产经理Claims Examiner 主考官Controller(General) 管理员Service Manager 服务经理Manufacturing Manager 制造业经理Vending Manager 售买经理Telecommunications Manager 电信业经理Transportation Manager 运输经理Warehouse Manager 仓库经理Assistant Store Manager 商店经理助理Manager(Non-Profit and Charities) 非盈利性慈善机构管理要求薪水常用语My salary requirement is in the $100,000-$120,000range with appropriate benefits.I would be willingto relocate fo r the right opportunity.Thesalary required is 12,000 per month,living in the house.Iam quite willing to start with a small salary.Iam willing to serve on trial for some months at a smallsalary.I got five thousand and five hundred per month.英文简历（酒店文职人员）HOTEL CLERKSandy Lin 15/F,TOWER2 ,BRIGHT CHINA,BUILDING1,BEIJING.OBJECTIVE:To contribute developed customer relations and administrative skills to a challenging in a hotel.SUMMARY OF QUALIFICATIONS:Developed interpersonal skills,having dealt with a diversity of clients,professionals and staff members.Detail-and goal-oriented.Function well in high-stress atmosphere.Knowledgeable on both EECO and APTEC computers systems.CAREER HISTORY1992-Present THE OLIVER HOTEL,Whitewater,KSHotel ClerkResolved guests' needs.Controlled reservation input utilizing EECO computer system.Handled incoming calls. Maintained daily reports involving return guests，corporate accounts,and suite rentals.Inspected rooms.1988-1991 WALDEN HOTEL,Walton,KSHotel ClerkTrained personnel.Handled telephone,international fax and telex bookings.Maintained daily and monthly repo rts tracking demands and guaranteed no-show billing.Utilized APTEC computer for inputting group booking and li sts.1986-1987 WALDEN HOTEL,Walton,KSSales AssociateAssisted customers.Maintained stock.Opened/closed shop.Tracked best selling novels,and made recommendations to customers.1983-1985 BETHEL COLLEGE,North Newton,KSSecretaryResponsible for general clerical duties.Resolved inquiries.Assisted in locating guest speakers.EDUCATIONBETHANY COLLEGE,Lindsborg,KSBachelor of Science;Sociology,1983PREFERENCESFurnished upon request.Candidate's customer relations and administrative skills,essential in the hotel/hospitality field,are emphasize d throughout the resume.Education is de-emphasized because candidate's work history is strong人力资源管理常用短语英汉对照表Action learning：行动学习Alternation ranking method：交替排序法Annual bonus：年终分红Application forms：工作申请表Appraisal interview：评价面试Aptitudes：资质Arbitration：仲裁Attendance incentive plan参与式激励计划Authority职权Behavior modeling：行为模拟Behaviorally anchored rating scale (bars)：行为锚定等级评价法Benchmark job：基准职位Benefits：福利Bias：个人偏见Boycott：联合抵制Bumping/layoff procedures：工作替换/临时解雇程序Burnout：耗竭Candidate-order error：候选人次序错误Capital accumulation program：资本积累方案Career anchors：职业锚Career cycle：职业周期Career planning and development职业规划与职业发展Case study method：案例研究方法Central tendency：居中趋势Citations：传讯Civil Rights Act：民权法Classes：类Classification (or grading) method归类（或分级）法Collective bargaining：集体谈判Comparable worth：可比价值Compensable factor：报酬因素Computerized forecast：计算机化预测Content validity：内容效度Criterion validity：效标效度Critical incident method：关键事件法Davis-Bacon Act (DBA)：戴维斯―佩根法案Day-to-day-collective bargaining：日常集体谈判Decline stage：下降阶段Deferred profit-sharing plan：延期利润分享计划Defined benefit：固定福利Defined contribution：固定缴款Department of Labor job analysis劳工部工作分析法Discipline：纪律Dismissal：解雇；开除Downsizing：精简Early retirement window提前退休窗口Economic strike经济罢工Edgar Schein艾德加·施恩Employee compensation职员报酬Employee orientation：雇员上岗引导Employee Retirement Income Security Act (ERISA) ：雇员退休收入保障法案Employee services benefits：雇员服务福利 Employee stock ownership plan (ESOP) ：雇员持股计划Equal Pay Act：公平工资法Establishment stage：确立阶段Exit interviews：离职面谈Expectancy chart：期望图表Experimentation：实验Exploration stage：探索阶段Fact-finder：调查Fair day's work：公平日工作Fair Labor Standards Act：公平劳动标准法案Flexible benefits programs：弹性福利计划Flex place：弹性工作地点Flextime：弹性工作时间Forced distribution method：强制分布法Four-day workweek：每周4天工作制Frederick Taylor：弗雷德里克·泰罗Functional control：职能控制Functional job analysis：功能性工作分析法General economic conditions：一般经济状况Golden offerings：高龄给付Good faith bargaining：真诚的谈判Grade description：等级说明书Grades：等级Graphic rating scale图尺度评价法Grid training：方格训练Grievance：抱怨Grievance procedure：抱怨程序Group life insurance：团体人寿保险Group pension plan：团体退休金计划Growth stage：成长阶段Guarantee corporation：担保公司Guaranteed fair treatment：有保证的公平对待Guaranteed piecework plan：有保障的计件工资制Halo effect：晕轮效应Health maintenance organization (HMO) ：健康维持组织Illegal bargaining：非法谈判项目Impasse：僵持 Gain sharing：收益分享Implied authority：隐含职权Incentive plan：激励计划Individual retirement account (IRA) ：个人退休账户In-house development center：企业内部开发中心Insubordination：不服从Insurance benefits：保险福利Interviews：谈话；面谈Job analysis：工作分析Job description：工作描述Job evaluation：职位评价Job instruction training (JIT) ：工作指导培训Job posting：工作公告Job rotation：工作轮换Job sharing：工作分组Job specifications：工作说明书John Holland：约翰·霍兰德Junior board：初级董事会Layoff：临时解雇Leader attach training：领导者匹配训练Lifetime employment without guarantees 无保证终身解雇Line manager：直线管理者Local market conditions：地方劳动力市场Lockout：闭厂Maintenance stage：维持阶段Management assessment center：管理评价中心Management by objectives (MBO)目标管理法Management game：管理竞赛Management grid：管理方格训练Management process：管理过程Mandatory bargaining强制谈判项目Mediation：调解Merit pay：绩效工资Merit raise：绩效加薪Mid career crisis sub stage：中期职业危机阶段Nondirective interview：非定向面试Occupational market conditions：职业市场状况Occupational orientation：职业性向Occupational Safety and Health Act：职业安全与健康法案Occupational Safety and Health Administration (OSHA) ：职业安全与健康管理局Occupational skills：职业技能On-the-job training (OJT) ：在职培训Open-door：敞开门户Opinion survey：意见调查Organization development(OD) ：组织发展Outplacement counseling：向外安置顾问Paired comparison method：配对比较法Panel interview：小组面试Participant diary/logs：现场工人日记/日志Pay grade：工资等级Pension benefits：退休金福利Pension plans：退休金计划People-first values："以人为本"的价值观Performance analysis：工作绩效分析Performance Appraisal interview工作绩效评价面谈Personnel (or human resource) management：人事（或人力资源）管理Personnel replacement charts：人事调配图Piecework：计件Plant Closing law：工厂关闭法Point methodPolicies：政策Position Analysis Questionnaire (PAQ)职位分析问卷Position replacement cards：职位调配卡Pregnancy discrimination act：怀孕歧视法案Profit-sharing plan利润分享计划Programmed learning：程序化教学Qualifications inventories资格数据库Quality circle质量圈Ranking method排序法Rate ranges：工资率系列Ratio analysis：比率分析Reality shock：现实冲击 Reliability：信度Retirement：退休Retirement benefits：退休福利Retirement counseling：Rings of defense：保护圈Role playing：角色扮演Salary surveys：薪资调查Savings plan：储蓄计划Scallion plan：斯坎伦计划Scatter plot：散点分析Scientific management：科学管理Self directed teams：自我指导工作小组Self-actualization：自我实现Sensitivity training：敏感性训练Serialized interview：系列化面试Severance pay：离职金Sick leave：病假Situational interview：情境面试Skip-level interview：越级谈话Social security：社会保障Speak up! ：讲出来！Special awards：特殊奖励Special management development techniques：特殊的管理开发技术Stabilization sub stage：稳定阶段Staff (service) function：职能（服务）功能Standard hour plan：Stock option：股票期权Straight piecework：直接计件制Strategic plan：战略规划Stress interview：压力面试Strictness/leniency：偏紧/偏松Strikes：罢工Structured interview：结构化面试Succession planning：接班计划Supplement pay benefits：补充报酬福利Supplemental unemployment benefits 补充失业福利Survey feedback：调查反馈Sympathy strike：同情罢工System Ⅳ组织体系ⅣSystem I：组织体系ⅠTask analysis：任务分析Team building：团队建设Team or group：班组Termination：解雇；终止Termination at will：随意终止Theory X：X理论Theory Y：Y理论Third-party involvement：Training：培训Transactional analysis (TA) ：人际关系心理分析Trend analysis：趋势分析Trial sub stage：尝试阶段Unclear performance standards：绩效评价标准不清Unemployment insurance：失业保险Unfair labor practice strike：不正当劳工活动罢工Action learning：行动学习Alternation ranking method：交替排序法Annual bonus：年终分红Application forms：工作申请表Appraisal interview：评价面试Aptitudes：资质Arbitration：仲裁Attendance incentive plan参与式激励计划Authority职权Behavior modeling：行为模拟Behaviorally anchored rating scale (bars)：行为锚定等级评价法Benchmark job：基准职位Benefits：福利Bias：个人偏见Boycott：Bumping/layoff procedures：工作替换/临时解雇程序Burnout：耗竭Candidate-order error：候选人次序错误Capital accumulation program：资本积累方案Career anchors：职业锚Career cycle：职业周期Career planning and development 职业规划与职业发展Case study method：案例研究方法Central tendency：居中趋势Citations：传讯Civil Rights Act：民权法Classes：类Classification (or grading) method 归类（或分级）法Collective bargaining：集体谈判Comparable worth：可比价值Compensable factor：报酬因素Computerized forecast：计算机化预测Content validity：内容效度Criterion validity：效标效度Critical incident method：关键事件法Davis-Bacon Act (DBA)：戴维斯―佩根法案Day-to-day-collective bargaining：Decline stage：下降阶段Deferred profit-sharing plan：延期利润分享计划Defined benefit：固定福利Defined contribution：固定缴款Department of Labor job analysis劳工部工作分析法Discipline：纪律Dismissal：解雇；开除Downsizing：精简Early retirement window提前退休窗口Economic strike经济罢工Edgar Schein艾德加·施恩Employee compensation职员报酬Employee orientation：雇员上岗引导Employee Retirement Income Security Act (ERISA) ：雇员退休收入保障法案Employee services benefits：雇员服务福利 Employee stock ownership plan (ESOP) ：雇员持股计划Equal Pay Act：公平工资法Establishment stage：确立阶段Exit interviews：离职面谈Expectancy chart：期望图表Experimentation：实验Exploration stage：探索阶段调查Fair day's work：公平日工作Fair Labor Standards Act：公平劳动标准法案Flexible benefits programs：弹性福利计划Flex place：弹性工作地点Flextime：弹性工作时间Forced distribution method：强制分布法Four-day workweek：每周4天工作制Frederick Taylor：弗雷德里克·泰罗Functional control：职能控制Functional job analysis：功能性工作分析法General economic conditions：一般经济状况Golden offerings：高龄给付Good faith bargaining：真诚的谈判Grade description：等级说明书Grades：等级Graphic rating scale图尺度评价法Grid training：方格训练Grievance：抱怨Grievance procedure：抱怨程序Group life insurance：团体人寿保险Group pension plan：团体退休金计划成长阶段Guarantee corporation：担保公司Guaranteed fair treatment：有保证的公平对待Guaranteed piecework plan：有保障的计件工资制Halo effect：晕轮效应Health maintenance organization (HMO) ：健康维持组织Illegal bargaining：非法谈判项目Impasse：僵持 Gain sharing：收益分享Implied authority：隐含职权Incentive plan：激励计划Individual retirement account (IRA) ：个人退休账户In-house development center：企业内部开发中心Insubordination：不服从Insurance benefits：保险福利Interviews：谈话；面谈Job analysis：工作分析Job description：工作描述Job evaluation：职位评价Job instruction training (JIT) ：工作指导培训Job posting：工作公告Job rotation：工作轮换Job sharing：工作分组Job specifications：工作说明书John Holland：约翰·霍兰德Junior board：初级董事会Layoff：临时解雇Leader attach training：领导者匹配训练Lifetime employment without guarantees 无保证终身解雇Line manager：直线管理者Local market conditions：地方劳动力市场Lockout：闭厂Maintenance stage：维持阶段Management assessment center：管理评价中心Management by objectives (MBO)目标管理法Management game：管理竞赛Management grid：管理方格训练Management process：管理过程Mandatory bargaining强制谈判项目Mediation：调解Merit pay：绩效工资Merit raise：绩效加薪Mid career crisis sub stage：中期职业危机阶段Nondirective interview：非定向面试Occupational market conditions：Occupational orientation：职业性向Occupational Safety and Health Act：职业安全与健康法案Occupational Safety and Health Administration (OSHA) ：职业安全与健康管理局Occupational skills：职业技能On-the-job training (OJT) ：在职培训Open-door：敞开门户Opinion survey：意见调查Organization development(OD) ：组织发展Outplacement counseling：向外安置顾问Paired comparison method：配对比较法Panel interview：小组面试Participant diary/logs：现场工人日记/日志Pay grade：工资等级Pension benefits：退休金福利Pension plans：退休金计划People-first values："以人为本"的价值观Performance analysis：工作绩效分析Performance Appraisal interview工作绩效评价面谈Personnel (or human resource) management：人事（或人力资源）管理Personnel replacement charts：人事调配图Piecework：计件Plant Closing law：Point methodPolicies：政策Position Analysis Questionnaire (PAQ) 职位分析问卷Position replacement cards：职位调配卡Pregnancy discrimination act：怀孕歧视法案Profit-sharing plan利润分享计划Programmed learning：程序化教学Qualifications inventories资格数据库Quality circle质量圈Ranking method排序法Rate ranges：工资率系列Ratio analysis：比率分析Reality shock：现实冲击 Reliability：信度Retirement：退休Retirement benefits：退休福利Retirement counseling：退休前咨询Rings of defense：保护圈Role playing：角色扮演Salary surveys：薪资调查Savings plan：储蓄计划Scallion plan：斯坎伦计划Scatter plot：Scientific management：科学管理Self directed teams：自我指导工作小组Self-actualization：自我实现Sensitivity training：敏感性训练Serialized interview：系列化面试Severance pay：离职金Sick leave：病假Situational interview：情境面试Skip-level interview：越级谈话Social security：社会保障Speak up! ：讲出来！Special awards：特殊奖励Special management development techniques：特殊的管理开发技术Stabilization sub stage：稳定阶段Staff (service) function：职能（服务）功能Standard hour plan：标准工时工资Stock option：股票期权Straight piecework：直接计件制Strategic plan：战略规划Stress interview：压力面试Strictness/leniency：偏紧/偏松Strikes：罢工Structured interview：结构化面试Succession planning：接班计划Supplement pay benefits：补充报酬福利Supplemental unemployment benefits 补充失业福利Survey feedback：调查反馈Sympathy strike：同情罢工System Ⅳ组织体系ⅣSystem I：组织体系ⅠTask analysis：任务分析Team building：团队建设Team or group：班组Termination：解雇；终止Termination at will：随意终止Theory X：X理论Theory Y：Y理论Third-party involvement：第三方介入Training：培训Transactional analysis (TA) ：人际关系心理分析Trend analysis：趋势分析Trial sub stage：尝试阶段Unclear performance standards：绩效评价标准不清Unemployment insurance：失业保险Unfair labor practice strike：不正当劳工活动罢工酒店英语面试问题1、您认为您的岗位职责有哪些？What do you think of your responsibility for this job?2、您的英语水平如何？How do you like the level of your English skill?3、能用英语自我介绍吗？Could you introduce yourself in English?4、您是如何培训本部门员工的？How do you train the staff of your department?5、如果酒店正式录取您，您上班第一件事是做什么？If you are employ by the hotel , what will you do firstly?6、请画出西餐banquet流程图.Please illustrate the procedure of western restaurant banquet.7、您如何理解服务行业的“服务意识”？How do you comprehend the “service consciousness” of service trade?8、您是如何理解职业道德的？How do you perceive the morality of career?9、请举例您在工作中遇到的几件困难，而您是如何克服的？Could you list some difficulties during your work? And how did you conquer them?10、您对您以前的直属领导有何看法？How do you like your senior leader who led you directly before?11、您的人生观是什么？What is your philosophy?12、您对自己未来五个的计划是什么？What are the five plans for yourself in the future?13、您都用业余时间学习些什么？What are you studying in your spare time?14、你的期望待遇是什么？What kind of treatment do you expect?15、请介绍你的家庭。
Unit Five《饭店实用英语》
telephone,which the Front Desk agent switches on to notify the guest that his mail or packages arrive. • 4.switchboard:a piece of equipment for connecting and disconnecting telephone calls. • 5.log book:a journal in which important Front Office events and decisions are recorded for reference during subsequent shifts. • 6.daily event board:also called reader board,a posting or closed circuit broadcast of daily events at a hotel.
Wordv.仪表记录 • surcharge n.附加费 • floppy disc电脑软盘 • legible adj.清晰易读的 • xerox v.静电复印 • switchboard n.电话总机 • in the form of以……形式 • closed circuit television system闭路电视 • meter panel仪表盘 • for the benefit of为了 • simplified maps简图 • free...from免于
Notes
• 7.meter panel:a call accounting system(CAS)is a set of software programs that initiate the placement,pricing,and posting of calls.The CAS usually interfaces with a hotel's computer system and electronically posts charges to guest folios.
饭店管理专业英语(第二版
Unit 1 General Introduction to Hotel Management
TEXT : Classification of Hotels Hotels are classified in accordance with the normally accepted gauges, including guest resources, location, scale and service standards, etc. Such classification is a necessity in that it enables hotels to find their individual position in the market and assists customers with their right choice. Currently, hotels are put into six classes, namely, commercial (short-term) hotel, long-term hotel, holiday inn, motel, airport hotel, and conference hotel. ● Commercial hotel is located in the city center, catering for commercial guests and tourists. It offers high standard of facilities, especially those for commercial purpose. ● Residence or condominium is similar to apartment, and it targets those guests who will stay there long either on business or vacation. It offers suites equipped with living facilities. Hence, it charges only for daily service and involves less management.
Unit Ten《饭店实用英语》
• entity n. 实体，单位 • participant n. 参与者 • accessories n. 附件，附属品 • apparel n. 运动服装 • grandstand n. 大看台 • solarium n. 日光浴室 • sun deck 日光甲板 • massage n. 按摩 • locker n. 衣帽间 • sauna suite 桑拿浴室 • billiards n. 台球，弹子戏 • innovative adj. 创新的
饭店实用英语
Unit Ten
Words & Phrases
• resort n. 度假地 • gymnastic center 健身中心 • apparatus n. 器械，设备 • therapeutic adj. 治疗的 • aerobics n. 有氧健身法 • shadow boxing n. 太极拳 • groundskeeper n. 场地管理员 • stable n. 马厩 • grooming n. 喂马，马饰 • hiker n. 徒步旅行者 • alleviate v. 减轻 • implication n. 含义，暗示
• 6.run up area:投球区。 bowling alleys:保龄球馆/道。 ball lanes:球道。 pin:木瓶。
Notes
• 7.white water rafting:also called white water canoeing， the sport of riding in a canoe or on a raft down rapidly flowing rivers.木筏漂流。
• 8.solarium or sun deck:room where you can enjoy real or artificial sunlight；top deck of a passenger ship where people can sit in the sun.
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
The procedure of receiving a visitor
Step 1 Greet visitor (s)问候访客
Step 2 Contact the appointment person for visitor (s)
为访客联系约见人
Step 3 Tell visitor (s ) about time and place
Unit 28 Sales Department
Learning Objectives
In this unit you will learn:
How to make an appointment/receive a guest Sales promotion
I. SNAPSHOT
Most of people are not familiar with the sales department, are they? Sales department is a supporting section. The main duty of this department is to introduce the hotel for travel agency, big company and FIT and mobilize the ability of the supporting and cooperation of other departments. Whenever there is an opportunity, sales representatives should attract it to sell hotel’s rooms, foods and other things and make all guests satisfy. That is a real success.
(The sales manager is coming.)
C: Good morning. I’m Li Xiao, the sales manager. B: Good morning. I’m Lucy White from China Travel Service.
C: Glad to meet you. B: Glad to meet you too. I want to take up your time to
see your sales manager?
A: Just a moment, please. I’ll contact him for you.
…Our sales manager will come here. Please sit in our lobby. B: Thank you very much. A: You are welcome.
(A: Assistant of the sales manager; B: Lucy White; C: Sales manager)
A: Good morning, madam. How may I help you? B: Yes, I’m Lucy White from China Travel Service. May I
II. Word List
contact v.联系;联络 reservation n.预订 discuss v.&n.商讨,讨论 term n.条件;条款,费用;价格 group n.团队 booking n.预约,登记 honor n.尊敬,崇敬 copy v.&n.复印,复本 tariff n.收费表 periods n.一段时间,期间 application n.申请 arrangement n.安排 limit n.限度 fax n. 传真 hostn.东道主,主人
告知访客时间、地点
IV. Sentences Pattern
May I see…?
我能约见……？
I will contact…for you.
我为您联系……。
Please wait in…
请在……等候。
I’m from…
我来自……
I want to take up your some time to…
discuss reservation for our groups in 2010. We would like to have your room rates and terms for groups. C: I’m glad to hear that, Miss White. And we feel honorable that you will favor us with your bookings. Here is a copy of our tariff, we have different rates for groups and FIT in different periods of the year, that is, the peak season, the shoulder season and the low season. B: That’s good. What is your expected price? C: Here we have a credit application form when credit arrangements have been made. And we will bill you based on your credit limit and you do not have to pay in advance.
我想占用您一些时间……
(I’m) glad to…
我很高兴……
Thank you for giving me your time.
Hale Waihona Puke 感谢您给我的时间。We are looking forward to 我们期待着……
V. Dialogue
Scene: Lucy White will visit the sales manager.
FIT (Free Independent Traveler) 散客 peak season 旺季shoulder season 平季 expected price 期望价格 look forward to 期望,期待 cooperate with与……合作
III. Procedure
The procedure of making an appointment
Do you know any travel agency in China?
China Travel Service (CTS) Youth Travel Service (YTS) China Youth (CY) China Comfort Travel Service (CCT) China International Travel Service (CTTS)
Step 1 Greet visitor (s) 问候访客 Step 2 Introduce yourself 告知身份 Step 3 Know your appointment person了解约会人 Step 4 Confirm appointment time and place
确定时间、地点