《饭店专业英语》Part 5 Unit 28 Sales Dept
酒店专业术语及日常用语英语
白玉饭店政策及操作程序
饭店专业术语及日常用语培训
（英文）
Policies & Procedures
Policies & Procedures
制度及操作程序Policies & Procedures
制度及操作程序Policies & Procedures
制度及操作程序Policies & Procedures
制度及操作程序
Policies & Procedures
制度及操作程序
Policies & Procedures
制度及操作程序
Policies & Procedures
制度及操作程序Policies & Procedures
制度及操作程序
Policies & Procedures
制度及操作程序
Policies & Procedures
制度及操作程序
Policies & Procedures
制度及操作程序
Policies & Procedures
制度及操作程序Policies & Procedures
制度及操作程序Policies & Procedures
制度及操作程序Policies & Procedures
制度及操作程序Policies & Procedures
制度及操作程序Policies & Procedures
制度及操作程序
Policies & Procedures
制度及操作程序Policies & Procedures
制度及操作程序
Policies & Procedures
Policies & Procedures
Policies & Procedures
制度及操作程序
饭店基础英语
Sec manager
Purchase manager Sales manager Eng manager
大堂副理
Assistant manager
销售总监
行政管家 康乐部经理 人力资源部经理 行政部经理 销售经理 培训部经理
Director of Sales
Executive Housekeeper Recreation manager HR manager Executive manager Sales manager Training manager
一月 二月 三月 四月 五月 六月 七月 八月 九月 十月 十一月 十二月
January February March April May June July August September October November December
季节
season
春
夏 秋
spring
summer autumn
• 19、Thank you (very much). • 谢谢您（非常感谢）。 • 20、Thank you for your advice (information,
• • • • • • • • •
help) 感谢您的忠告（信息、帮助）。 21、It's very kind of you. 谢谢，您真客气。 22、You are welcome. 不用谢。 23、Not at all. 不用谢。 Don't mention it. 不用谢。
餐饮英语
餐饮业
Food&Beverage Industry Catering Industry
餐饮专业英语词汇
1、餐饮专业用语组织结构图：Organization Chart
前厅：Front of the House
后堂：Back of the House
餐厅经理：Manager of The Restaurant
部门经理：Department Head
部门头(部门的“头”就是部门经理)
餐饮部经理：Food and Beverage Manager
食物饮料经理
楼面员工：Floor Staff
楼面员工
领班：Captain
陆军的上尉(陆军上尉和餐厅领班的重量级差不多吧？)
主管：Supervisor
Super + Visor
超级的监督者(服务员的超级监督者就是主管啰！)
服务员：Waiter/Waitress
男服务员女服务员
调酒师：Bartender
Bar + Tender
酒吧看管者(看管酒吧的当然是调酒师啰！)
收银员：Cashier
Cash + ier
钱人(管钱的人肯定是收银啰！)
接待员：Receptionist
Reception + ist
接待人(负责接待的人)
厨师：Chef
冷菜厨师：Cold Chef
总厨：Head Chef
备菜员/切配员：The Prep Person
准备人(在厨房做准备工作的人)
勤杂工：Bus Boy
男孩(Bus常见的意思是“公共汽车”，但在美国，也指在餐厅打杂)
洗碗工：The Dishwasher
Dish + Wash + er
碗洗人(洗碗的人)
仓库保管员：The Steward
饭店基础英语
Captain领班
Clerk文员 Coordinator协调员 Executive Chef行政总厨
03
常用语句
Commonly used Expression
对话常用语—询问 inquiry[ɪn'kwaɪrɪ] 1．自己要做什么事时，就使用May I ... 2．麻烦客人时，可使用Could you ...
Please enjoy your stay 祝您住宿愉快。
We hope to see you again soon. 希望不久能再次见 到您。
You are welcome. 不客气。
Thank you, sir. 谢谢您，先生。 R>Thank you very much. 非常感谢您。 6．交给客人某些东西时，可以说 Here you are. 您要的东西在这里。
Shall I make the reservation for you?
请问要我为您安排预约吗？
对话常用语—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) 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，请问您要退房吗？
对话常用语—回答语 1．一般性的回答 I see, sir. 我明白了，先生。 Certainly, sir.好的，先生。
实用酒店英语
白玉饭店政策及操作程序
饭店专业术语及日常用语培训
（英文）
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
Policies & Procedures
酒店基础公共英语
返回
酒店基础英语 第一部分 (7)
五、道歉语
■ ■
对不起（打扰）。 ---Excuse me! 对不起。 ---Sorry. 请原谅。 ---Oh, pardon me. 很抱歉，打扰您了。 ---Excuse me! I’m sorry to disturb you. 请原谅我打断您了。 ---Excuse me for interrupting you.
酒店基础英语 第一部分 (2)
■
■
最地道的美式打招呼：（熟人之间） ---Long time no see! How are you doing? (好久不见了，你过的好吗？) ---I’m doing great! / Super, yourself? (我过的很好，你呢？) ---Couldn’t be better! （非常不错!） 早上好/下午好/晚上好！ ---Good morning / afternoon / evening!
酒店基础英语 第四部分 (1)
(C) In the evening
A: Good evening, Mr. Brown. B: Good evening, Xiao Li. A: Is this your first visit to Dongguan? B: Yes, it is. A: How do you enjoy your stay in our hotel? B: Oh, it’s a brand new hotel with every modern comfort. The room is tidy and clean, food excellent and service super. I like it very much. A: I’m very glad you like it.
餐饮业专业英语
餐饮业专业英语
Manager
餐厅经理
Job Description
工作描述
PLACE OF WORK: RESTAURANT
工作地点餐厅
JOB OVERVIEW: Responsible for the management of all aspects of the restaurant functions,
工作概述： in accordance with restaurant standards. Directs implements and maintains a service and management philosophy which serves as a guide to respective staff.
有责任按照餐厅标准向管理层报告餐厅所有事宜，指导实施并保持管
理层的经营理念。
REPORTS TO: Management
报告对象：管理层
KEY RELATIONSHIPS: Internal: Restaurant Staff, Bar Staff, Stewarding/Kitchen Staff
主要工作关系： /Catering/Storeroom.
内部：餐厅、酒吧、保洁、厨房、外卖库房等各部门员工。
External: Restaurant guests, other staff of the building and suppliers.
外部：餐厅客人，大厦其他工作人员及供应商。
STANDARD
SPECIFICATIONS: Requirements are representative of minimum levels of knowledge, skills
HotelIndustryEnglish酒店行业英语
Hotel Industry English 酒店行业英语
Tips for General Self Recommendation
A self－introduction will be needed during the interview，at this time，do not talk about much more details about your life or working experience，but to try every means to make the interviewer to learn much about yourself，tell him the advantages you possess when you are in this position．Maybe you would like to select several stories of human kindness to tell him，but make sure，you will grasp with the idea of line．Or you can outline the contact between the job you did recently and the job you are applying for now，how it can help you，and why you choose this company，etc．particularly worth mentioning is that the examples should be given，your answers are more authenticity and more likely to be accepted，and then give the interviewer a deep impression．
饭店公共英语
饭店公共英语
员工部分
一、职位名称
首席执行官，类似总经理、总裁，是企业的法人代表CEO(Chief Executive Officer) 驻店经理Resident Manager
总经理GM---General Manage
副总经理DGM--- Deputy General Manager/ Vice General Manager
总经理助理Assistant to General Manager
总经理秘书Executive Secretary
首席财务官，类似财务总经理CFO(Chief Financial Officer)
人力资源总监HRD(Human Resource Director)
客务部总监DOR--- Director of Rooms/ Housekeeping
前厅部经理FOM---FRONT OFFICE MANAGER
前厅部副经理Asst . Front Office Manager
大堂经理AM---ASSISTANT MANAGER
当值经理DM---Duty Manager
宾客关系经理Guest Relation Officer /GRO
礼宾部经理/主管Chief Concierge
前台主管Front Office Supervisor
行李员Bellboy
女礼宾员Door Girl
礼宾司Door Man
接待员Receptionist
总台收款员F/O Cashier
车队队长Chief Driver / Driver Captain
司机Driver
出租车订车员Taxi Service Clerk
饭店基础英语知识
饭店基础英语知识
一、饭店主要部门
房务部Housekeeping Dept.
大堂lobby前厅front office总台front desk商场hotel shop
大堂吧lobby bar 商务中心business center客房中心housekeeping center 会议室meeting room /conference room
客房guest room（单人间single room、标准间standard room、双人间double room、豪华套间deluxe suit、总统套房president suit）
1、餐饮部Food & Beverage Dept.
餐厅restaurant 厨房kitchen 接待台reception desk
2、工程部Engineering Dept.
3、安全部Safe Controlling Dept.
4、人力资源部Human Resource Dept.
5、营销部Sales & Promotion Dept.
6、财务部Accounting Dept.
7、桑拿中心Sauna Center
8、棋牌室Chess & Cards Center
二、设施设备
大门entrance /gate走廊corridor电梯elevator楼梯stairway
空调air conditioning洗手间wash room楼层floor床bed
电脑computer电视机TV 电话机telephone地毯carpet
窗户window写字台desk 椅子chair沙发sofa 镜子mirror
餐饮业专业英语
餐饮业专业英语
Manager
餐厅经理
Job Description
工作描述
PLACE OF WORK: RESTAURANT
工作地点餐厅
JOB OVERVIEW: Responsible for the management of all aspects of the restaurant functions,
工作概述： in accordance with restaurant standards. Directs implements and maintains a service and management philosophy which serves as a guide to respective staff.
有责任按照餐厅标准向管理层报告餐厅所有事宜，指导实施并保持管
理层的经营理念。
REPORTS TO: Management
报告对象：管理层
KEY RELATIONSHIPS: Internal: Restaurant Staff, Bar Staff, Stewarding/Kitchen Staff
主要工作关系： /Catering/Storeroom.
内部：餐厅、酒吧、保洁、厨房、外卖库房等各部门员工。
External: Restaurant guests, other staff of the building and suppliers.
外部：餐厅客人，大厦其他工作人员及供应商。
STANDARD
SPECIFICATIONS: Requirements are representative of minimum levels of knowledge, skills
酒店餐饮英语
总经理/ General Manage 驻店经理/ Resident Manager
常务副总经理/ Deputy General Manager 副总经理/ Vice-General Manager
总经理助理/ General Manager Assistant 总经理秘书/ General Manager's Secretary
17 .What kind of food do you prefer？
你喜欢哪一种菜？ 18 Would you like to sit by the window?
你喜欢挨窗坐吗？ 19 Would you like me to book a free seat for
Department
餐饮常用语
2.3.
4.5.What would you like to order？ 你要点些什么菜？
酒店餐饮英语
一：打招呼
称谓：Mr.（先生），Mrs.（太太），
Ms.（小姐），sir（先生）,madam（女士， 夫人）,lady（女士），gentleman（先生）， ladies and gentlemen（女士们先生们）， everyone（每一位）
5 What kind of food do you like，Chinese or American？ 你喜欢吃什么菜，中式的还是美式的？
酒店知识英文
Main Department in a hotel
• • • • • • The Security Dept 保安部 The Sales Dept 销售部 The Engineering Dept 工程部 The Personnel Dept 人事部 The Public Relation Department 公关部 The Financial Dept 财务部
The organizational structure of the front office
• • • • • • • • Reception 接待处 Information Desk 问讯处 Cashier Desk 收银处 Concierge 礼宾部 Reservation Desk 预订处 Business Center 商务中心 Operator 总机 Asistant Manager 大堂副理
• Single room 单人房 • TWB room:a twin-beds room with bath(the standard room) 标准间 • DWB:a double-bed room with bath双人间 （双人大床） • Triple room 三人间 • Presidential suite 总统套房
The front office staff seem to “do it all” reservations register guests assign rooms distribute baggages store guests’ valuables provide information delivery mails and message exchange foreign currencies check room occupancies check guests out…
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
餐饮专业英语
1.餐饮专业⽤语/Terms
组织结构图：Organization Chart
组织图表
前厅：Front of the House
前⾯房⼦(在英语中，房⼦也可⽤来指餐厅，餐厅的前⾯当然是前厅啰！) 后堂：Back of the House
后⾯房⼦(餐厅的后⾯当然是后堂啰！)
餐厅经理：Manager of The Restaurant
经理餐厅
部门经理：Department Head
部门头(部门的“头”就是部门经理)
餐饮部经理：Food and Beverage Manager
⾷物饮料经理
楼⾯员⼯：Floor Staff
楼⾯员⼯
领班：Captain
陆军的上尉(陆军上尉和餐厅领班的重量级差不多吧？)
主管：Supervisor
Super + Visor
超级的监督者(服务员的超级监督者就是主管啰！)
服务员：Waiter/Waitress
男服务员⼥服务员
调酒师：Bartender
Bar + Tender
酒吧看管者(看管酒吧的当然是调酒师啰！)
收银员：Cashier
Cash + ier
钱⼈(管钱的⼈肯定是收银啰！)
接待员：Receptionist
Reception + ist
接待⼈(负责接待的⼈)
厨师：Chef
冷菜厨师：Cold Chef
总厨：Head Chef
备菜员/切配员：The Prep Person
准备⼈(在厨房做准备⼯作的⼈)
勤杂⼯：Bus Boy
男孩(Bus常见的意思是“公共汽车”，但在美国，也指在餐厅打杂)
洗碗⼯：The Dishwasher
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III. Procedure
The procedure of making an appointment
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.
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
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
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
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.
Do you know any travel agency in China?
China Travel Service (CTS) Yຫໍສະໝຸດ Baiduuth Travel Service (YTS) China Youth (CY) China Comfort Travel Service (CCT) China International Travel Service (CTTS)
(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
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…
(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
我想占用您一些时间……
(I’m) glad to…
我很高兴……
Thank you for giving me your time.
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.
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.