酒店英语全攻略必备手册
酒店英语手册
新版酒店英语手册 洪国生著第一章常用寒暄用语Chapter One The Sentences for Greeting-1-新版酒店英语手册 洪国生著第一节 问候è Greeting 见面打招呼Good morning.~早上好 Good afternoon.~(正午 12 时以后) Good evening.~(下午 6 时以后) 称呼：sir(先生） ma’am=madam 女士 ① 例句： Good afternoon, sir. Welcome to Furama hotel. 先生下午好!欢迎光临富丽华大酒店. Good morning, ma’am. May I help you? 晚上好夫人,需要为您效劳吗? Good evening, sir. Are you checking out? 先生早上好!你要结帐(退房)吗? Nice to meet you, sir( +again) Glad to meet you, sir. Good to see you, sir.è Parting 离别Have a nice trip (day). 祝您旅途愉快. We hope you enjoyed your stay. 希望您在这住得愉快. We look forward to serving you again. 我们期望能再度为您服务. 【国生解读】①众所周知，男客人用 Sir 称呼，女客人则以 ma’am[mæm, ma: m] 称呼，ma’am 是 Madam(女士；夫人—对女子的尊称)的俗称，这些年用的比较多。
年轻的女客人如果以中文称呼她为“女士” ，多少会有些奇怪的感觉，但 ma’am 的使用与年龄无关。
另外，在召唤客人时，最好用 Excuse me,sir (或 ma’am)。
切忌以 Mr.或 Miss. 相称，除非是熟客或朋友。
在招呼小客人的时候，可以只用 Excuse me。
酒店英语全攻略必备手册
酒店英语全攻略必备手册一．概述在酒店里所使用的英语会话，基本上是属于商业英语，与日常生活会话中所使用的英语略有不同，较注重礼节。
正式英语通常会让人误解为极艰深的英语，其实，只要套用一定格式的句子和单词，就可以了。
例如：二．非正式英语正式英语What’s your name? May I have your name?三．您贵姓？请问您贵姓大名？Do you want some tea? Could you like some tea?您要喝茶吗？请问您想喝茶吗？Over here, please. Could you come this way please?这边请。
请您往这边走好吗？* 不要说OK, Sure, Yeah等等，而要说Certainly, Sir.* Hey, uh-huh, Hang on 等等，也不适合在酒店中使用。
* 别说“I don’t know.”回答“不知道”是非常不礼貌的说法。
可以说“just a moment, please. I’ll check that for you.” （请稍候，我来帮您确认），然后请有能力处理的人前来协助。
* 对男性客人，尊称为Sir; 面对女性客人时尊称为Ms.在招呼客人时，最好说“Excuse me, Sir(Ms)”, 不要直接称呼Mr.或Ms. 至于称呼小孩，可以直接使用Excuse me，但是不可以直接称呼boy或girl.* 正视对方的眼睛，以显示出你的信心和诚意。
但必须注意，注视对方的眼睛，并不是无理地盯着对方看。
* 在面对语言不通的外籍人士时，一定要多加利用手势和肢体语言。
但是使用手势时要特别小心，因为对于不同国家、民族而言，手势的意义也大不相同。
二.基本待客英语（一）在正式的英语表现里，疑问基本句型可分为下列四种：1. May I ~2. Could you ~3. Would you ~4.Shall I ~?只要理解这四种基本的句型，就可以处理大部分业务上的状况。
酒店常用英语培训资料
）Catalogue（目录(Everyday-use English) 日常用语第一章）greeting问候语（第一节）saying hello打招呼（第二节）introduction介绍（第三节感谢（第四节）appreciation）apologizing致歉（第五节）showing the way引路（第六节(saying goodbye) 道别第七节）making& answering a call打、接电话（第八节）refusing in a polite way谢绝（第九节）dirty words英语脏话（第十节）euphemism委婉用语（第十一节）English on specific occasions部门英语（第二章）Reservation预订处（第一节）The Front Office（总台第二节）Kurhas Center（水疗第三节客房第四节）Housekeeping（）Cashier’s（收银第五节）useful vocabulary有用词汇（第三章酒店各部 (name of each department)(posts & titles) 职务头衔(buildings and architectures) 酒店建筑(place for recreation and leisure) 娱乐休闲场所娱乐休闲保健健身项目(entertainment, leisure, health-care and sports)(furniture and fittings in guest room) 客房常见物品(fittings in bath room) 浴室常见物品(things left by guests) 客人可能遗留的物品Everyday-use English 日常用语第一章 Greeting 问候语第一节1.日常问候Morning/Good morning. 早上好Good afternoon. 下午好Good evening. 晚上好晚安 Good night.(Wish you) Have a nice dream. 做个美梦(Wish you) Have a sound sleep. 睡个好觉２．节日祝福Traditional Western Holidays传统的西方节日Happy birthday! Happy birthday to you! 生日快乐 Wish you a happy birthday!Happy new year! 新年快乐情人节快乐Happy valentine’s day!Easter 复活节)三月出现满月后的第一个星期天在每年的三月底或四月初，() 五月的第三个星期天Happy mother’s day! ( 母亲节快乐) 六月的第四个星期天( Happy father’s day! 父亲节快乐Happy Independence Day! 独立日快乐)美国(() 日4每年７月Happy Halloween ( 万圣节快乐)月３１日10宗教节日，每年Happy Thanks-giving day! 感恩节快乐) 每年１１月的第四个星期四(圣诞快乐（每年的１２月２５日）Merry Christmas.Traditional Chinese holidays 传统的中国节日Women’s Day妇女节 Spring Festival 春节Youth Day 青年节 Tomb-sweeping Day 清明节Labor’s Day 劳动节Children’s Day 儿童节 Mid-autumn Day 中秋节 Dragon-boat Day 端午节 National Day 国庆节You 一定不要说,问候外国人的时候: 注意“您累了tired.(very are外国人会认为这是,加之思维方式的差异,。
酒店常用英语培训资料
目录（Catalogue）第一章日常用语(Everyday-use English)第一节问候语（greeting）第二节打招呼（saying hello）第三节介绍（introduction）第四节感谢（appreciation）第五节致歉（apologizing）第六节引路（showing the way）第七节道别(saying goodbye)第八节打、接电话（making& answering a call）第九节谢绝（refusing in a polite way）第十节英语脏话（dirty words）第十一节委婉用语（euphemism）第二章部门英语（English on specific occasions）第一节预订处（Reservation）第二节总台（The Front Office）第三节水疗（Kurhas Center）第四节客房（Housekeeping）第五节收银（Cashier’s）第三章有用词汇（useful vocabulary）酒店各部(name of each department)职务头衔(posts & titles)酒店建筑(buildings and architectures)娱乐休闲场所(place for recreation and leisure)娱乐休闲保健健身项目(entertainment, leisure, health-care and sports) 客房常见物品(furniture and fittings in guest room)浴室常见物品(fittings in bath room)客人可能遗留的物品(things left by guests)第一章日常用语Everyday-use English第一节问候语Greeting1.日常问候早上好Morning/Good morning.下午好Good afternoon.晚上好Good evening.晚安Good night.做个美梦(Wish you) Have a nice dream.睡个好觉(Wish you) Have a sound sleep.２．节日祝福传统的西方节日Traditional Western Holidays生日快乐Happy birthday! Happy birthday to you!Wish you a happy birthday!新年快乐Happy new year!情人节快乐Happy valentine’s day!复活节Easter(在每年的三月底或四月初，三月出现满月后的第一个星期天)母亲节快乐Happy mother’s day! (五月的第三个星期天)父亲节快乐Happy father’s day! (六月的第四个星期天)(美国)独立日快乐Happy Independence Day! (每年７月4日)万圣节快乐Happy Halloween (宗教节日，每年10月３１日)感恩节快乐Happy Thanks-giving day!(每年１１月的第四个星期四)圣诞快乐Merry Christmas.（每年的１２月２５日）传统的中国节日Traditional Chinese holidays春节Spring Festival 妇女节Women’s Day清明节Tomb-sweeping Day 青年节Youth Day劳动节Labor’s Day 儿童节Children’s Day端午节Dragon-boat Day 中秋节Mid-autumn Day国庆节National Day注意: 问候外国人的时候,一定不要说You are very tired.(“您累了吧”)。
酒店英语培训资料
一.、客房常用词汇：north 北south 南west 西east 东presidential suite 总统套deluxe suite 豪华套single room 单间executive suite 商务套standard(double)room 标准间junior suite 普通套assistant manager 大堂副理handicapped room残疾人用房cashier 收银员receptionist 接待员operator （总机）话务员telephone switchboard电话总机extension 分机bellman 行李员bowling保龄球housekeeping department客务部gymnasium 健身房room/housekeeper/floor attendant 客房服务员restaurant 餐厅the front desk/office前台lobby 大堂bell 门铃hall closet/wardro衣橱，壁橱peep hole窥视孔please make up room请打扫房间make up 整理hanger衣架spare pillow 备用枕头breakfast menu早餐单bathrobe 浴袍closet rods 衣柜挂杆clothes brush 衣刷flash light 手电筒laundry bag洗衣袋safety box 保险柜shoe horn 鞋把blanket 毛毯mini-bar 迷你吧ice-bucket 冰桶ice-clip冰夹glass 玻璃杯refrigerator 电冰箱mineral water矿泉水soft drink 软饮料free mineral water 免费矿泉水drink (beverage)饮料cup 茶杯mend缝补mineral water with compliment免费矿泉水lobby bar 大堂吧business floor bar商务酒吧trade mark/shop 商场business center商务中心reservation center预定中心morning call 叫醒服务meal voucher 就餐券laundry水洗floor 楼层laundry洗衣、洗衣房laundry service 洗衣服务dry-clean 干洗pressing 烫衣regular service 普通服务4-hour service 快洗服务cleaning list/form 洗衣单settee背椅furniture 家具express service快洗服务air-conditioning 空调PA(public area)公共区域sitting-room 客厅cushion靠垫chaise 躺椅couch双人沙发chain lock 防盗扣do not disturb 请勿打扰coaster杯垫plug 插头socket插座kettle 水壶drawer 抽屉baggage (luggage) rack行李柜，行李架shopping bag 礼品袋good night card 晚安卡television cabinet 电视柜program card 节目单TV remote control 遥控器desk 桌子mirror 镜子table lamp 台灯telephone电话机computer line 电脑线chair椅子service directory 服务指南ashtray 烟灰缸matches 火柴envelope 信封writing paper 信纸fax paper 传真纸post card 明信片sewing kit 针线包map 地图ballpoint pen 圆珠笔pencil 铅笔window窗户curtain 窗帘slipper拖鞋shoe shine clothe擦鞋布memo/note pad 便签bed床shampoo洗发液quilt 被子pillow 枕头shoe basket 鞋篮toilet卫生间bed table 床头柜alarm clock闹钟yellow page黄页night light 夜灯trash can 垃圾桶bed pad床垫bed sheet床单bed skirting 床裙pillow case枕头套smokedetector烟感器carpet/rug vacuum cleaner吸尘器wall lamp 壁灯ceiling lamp 吊灯ground lamp 落地灯bathroom 浴室fluorescent lamp 日光灯serving tray 托盘scale 体称hand towel 小方巾wash room 卫生间shower 淋浴bath towel 澡巾ground towel 地巾face towel 面巾hair dryer 吹风机bath tub 浴缸shower head淋浴头closet马桶tap 水龙头wash basin面盆towel rack 毛巾架marble table 大理石台面hanger衣架、挂钩wall telephone面包机bidet净身器flower vase 花瓶tissue paper dispenser面巾纸盒shower curtain 浴帘tissue/toilet paper卫生纸bath gel 沐浴液razor shaver剃须刀comb 梳子tooth brush 牙刷tooth past牙膏soap肥皂cotton swab 棉签tips小费emery board指甲锉sanitary bag 女宾袋shower cap 浴帽elevator lift 电梯fruitplate 果盘fruit knife (fork)水果刀（叉）ice cubes 冰块room card 房卡passport 护照deposit 押金charge收费price 价格Poker扑克night-club夜总会massage 按摩、桑拿boiling water开水newspaper报纸corridor走道trolley手推车Monday周一Tuesday周二Wednesday周三Thursday周四Friday周五Saturday周六Sunday周日January一月February二月March三月April四月May五月June六月July七月August八月September九月October十月November十一月December十二月Fine晴Overcast阴Snow雪Rain雨Cloudy多云FO前台Cashier收银Guest客人Telephoto电话Maintain维修Safety保险柜Cigarette香烟Nailhole指甲剪Forfex剪刀Socket插座Blower吹风机Charger充电器Keep secrecy保密Remote control遥控器Massage按摩Entertainment娱乐elevator电梯tea茶叶water bottle水壶for free免费safe-conduct安全通道reticle网线iron熨斗ironing board熨衣板map地图hot water热水fruit 水果shoeshine擦皮鞋drink饮料food食品bedsheet床单quilt cover被套bath robe 浴衣towel毛巾pillowcase枕套curtain窗帘ashtray 烟灰缸glass杯子tea-cap盖杯tea-box茶叶盒clothes-rack衣架the senice clamps服务夹noise菜谱close stool马桶broken electricity断电window窗户make water漏水lock 锁chair椅子light灯bathtub浴缸ice冰icebox/refrigeratory冰箱electric torch手电筒bed床dish盘子scoop勺子boud碗knife小刀fixing调料sugar糖salt盐shoeshine鞋油toecap鞋刷insect虫glue water胶水calculator计算器rule尺子stapler订书机inkpad印泥mouse鼠标do not disturb勿扰make up room打扫房间extra bed加床no need service不需要服务lost and found遗留物品plug插销二、客房服务常用短语：morning call service 叫醒服务room service 客房用餐服务dial outside call / internal call 拨打外线电话DDD(domestic distant dial)国内长途certainly 当然可以IDD(international distant dial ) 国际长途public phone 公共电话Room/floor attendant楼层服务员good morning早上好good afternoon下午好good evening 晚上好toilet needs 卫生用品check-out room 退房turn-down service 夜床服务by the way 顺便问一下door knob menu客房内的门把菜单don’t worry别担心please wait a moment 稍等I’m afraid not很抱歉、恐怕不行OCC(occupied) 住客房C/O(check out ) 走客房V(vacant)空房VD(vacant dirty )脏房OOO(out of order )维修房DND(do not disturb)勿扰房VIP(very important person)贵宾LSG(long staying guess)长住房Make up the room 打扫房间go ahead 您请说after you 您先请put …through to 往….转电话sign the bill 签单sign your name 签名Have a nice trip 旅途愉快good luck好运see you late/tomorrow再见、明天见It’s very kind of you!您真是太客气了！How do you do? 您好！（初次见面，回答同样用该句）welcome to our hotel欢迎光临！good bye 再见You are welcome / not at all / It’s mypleasure不用谢！thank you very much非常感谢I’m sorry 很抱歉Excuse me打扰一下！go upstairs/downstairs上楼/下楼This way please 这面请turn right/left 向右/左转go straight on 直走extra bed加床how are you？fine .thank you！andyou？您好吗?很好!谢谢!您呢??price list房价表general manager总经理deputy general manager副总经理general manager’s assistant总经理助理sales department 销售部executive office总经理办公室front office 前台部food and beverage department餐饮部personal department人力资源部shopping arcade商场financial department 财务部security department 安全部purchasing department采购部engineering department工程部三、客房服务常用对话：G: guest 客人R: room attendant 楼层服务员1.showing the guests to the room为客人带路R: Good morning, sir and madam. Welcome to International peace hotel!G: Good morning. Are you a room attendant?R: Yes, I can. What can I do for you?G: Yes. Where is room 2708,please.R: It’s along here. I can show you to your room.(after a while).Here it is.(The room attendant knocks at the floor first. opens it. and precedes the guests into the room and turns on the lights).This way ,please.G: Thank you very much.R: It’s my pleasure! And wish you have a nice trip in HeFei!2.Making up the room.Dialogue one:(The room attendant knock at the door. Then the door opened)R: Good morning! May I clean your room now?G: Well, Thank you! Please come back about 20 minutes.R: Sorry to disturb you. I will come back later. Have a nice day.Dialogue Two:R: Good morning, madam. May I come through, please?G: Good morning! It’s almost 11 o’clock. and my room hasn’t been made up it.R: I’m sorry, madam. I’ll be there as room as I finish this one.G: How along will it take? R: About 10 minutes.Dialogue Three:R: Good morning, sir and madam. May I do the turn-down service for you new?G: Oh, thank you! Would you tidy up a bit in the room? It’s quite a mess now.R: Yes, It’ll just be finished in a few minutes!(After a while)R: It’s growing, dark. Would you like me to draw the curtains and turn on the lights for you!G: Why not! That would be comfortable!R: And three are today’s newspaper, You can read it at anytime you want!G: Oh. Thank you so much!R: I’m always at your service! Good night!undry service.洗衣服务Dialogue one:G: Good afternoon! I want to have some laundry.R: Yes, sir. just leave it in the laundry bag and sign your name and room number on the laundry list. G: What can I get it back?R: Tonight at 6:00pm.by regular service./Since it is already 3:00pm.you can get them back before 12:00 at tomorrow noon. by regular service.G: Can it be more quickly?R: Express service is avail aide. You can get it back with 4 hours. but it’s 50% more than the regular service.G: OK, I’ll choose the express service!Dialogue two:R: Excuse me, Sir and Madam. Your clothes are ready. Will you see if they are all right?G: Very good.R: Here you are.G: Oh, How nice! Your hotel’s laundry service is excellent.R: Thank you !That’s just what we should do.4.RepairingDialogueG: Excuse me!R: Yes?G: Ah, I’m afraid tore is something wrong with the TV.I can’t turn it on.R: Well, There is a switch on the beddable, Did you turn on it?G: Yes, I’ve done is.R :I’m sorry. May I have a look at it?(Trying to fix it, but in rain)R: I’ll send for an electrician to have it repaired. Please wait just a few minutes. (She leaves the room. Five minutes later. There is a knock on the door).R: Housekeeping, May I come in?G: Yes.R: Good evening! We are going to check your TV set.(Electncian finishes the repairing)R :Dear sir, everything is OK now, Is there anything dse I can do for you?G: No, Thanks very much!R: It’s my pleasure .And with you have a sweet evening!Dialogue twoR: Good evening! What’s the matter sir? G: Air conditioner is not cool/heat enough.R: Well, Let me see! Oh, I’m sorry sir. We’ll contact with engineer department to send some one are up to cheek if for you.Dialogue threeG: There is no water in the shower head. Can you call someone to fix it for me.R: We’ll call the engineer immediately. I’m sorry for any inconvenience.5.Room serviceG: What would like to take our lunch in our room. Could you bring it here?R: Yes .Of course. Our hotel provides very good room service, sir.G: Very nice. When should me order our lunch?R: At any time you want. You may dial“2619”to call the room service section directly to order breakfast, lunch or dinner.G: By the way. What should we do with the plates when we finish eating?R: You can call me to clean it up, or just leave them outside you room.G: Oh, I see. Thank you.6.Miscellaneous servicesDialogue oneR: Good morning. Dear Madam!G: Good morning. Will you de me a favor?R: Sure.G: I’d like to have some glasses?R: How many would you like?G: Three.R: Yes, we’ll send them up right away.Dialogue twoG: The air in the room is stale. Can you do something about it?R: Do you mind if we spray air freshener?/ Do you mind me open the windows for a little whule. G: No go ahead!R: Thank you very much for you understanding!Dialogue threeG: Will you do me a favor? Miss?R: Certainly sir.G: This is my first visit to HeFei. I wonder if your hotel has the morning call service.R: Yes, sir. At what time do you want me to call your up?G: At 6:00 sharp tomorrow morning. please.R: What kind of call would you like. By phone or by knocking at the door?G: By phone. I don’t want to elistrub my neighbors.R: That’s very kind of you sir. Well, I’ll tell the operator to call you up at 6:00 tomorrow morning. G: Thanks!R: My pleasure, sir! Sleep well and have pleasant dreams.Dialogue FourR: Good morning. What can I do for you?G: Yes. I’d like to check out my room. But I want to have the breakfast first!R: Well, Is that any luggage in your room?G: Yes, a lot of luggage.R: I see. I’ll contact the bell service center to get you luggage there. And after you finish your breakfast. You can come to the Front desk to check out your room and get back your luggage directly!G: Wonderful! Thank you!R: You are welcome!Dialogue fiveG: I left my key in the room. Would you open the door for me?R: Sorry, Due to the security reasons. I can not open the door for you. Please contact the front desk. Dialogue sixR: Housekeeping. May I come in?G: Yes, What’s the matter?R: Your smoke detector is flashing, sir. Is the anything burning in your room!G: No, I’ve been smoking a cigar. That’s all.R: May I check your room sir!G: Sure, go ahead.(Checks the room)R: Thanks, sir. I’m sorry to have disturbed you.G: Oh. That’s all right.R: The detector is very sensitive. So if you smoke nest time, Please open the window.G: Oh, That’s all right.R: The detector is very sensitive. So if you smoke nest time. Please open the window.G: Thank you for your suggestion.R:I hope you can stay here happily. And anytime you need half. Just call me! See you!G: Thanks. Bye-bye.新增加部分：1.开门G: I’m the guest from 1817.And I left key in the room/My key isn’t available. Would you open thedoor for me?R: I’m sorry. Let me past you call. Thonght to the front desk. Then after they check the identity with you. I’ll call the attendant open the door for you. OK?2.G: When can I take my breakfast?R: You can have your breakfast on the second floor from 6:30am to 9:30am.3.G: I want to have two pokers?R: The pokey is at the price of 10 yuan a box in cash. Including 54 sheets. The ototle price is 10 yuan. Is that OK?4.G: I have to check out my room. And my room number is 1314.R: Well. Please go the front office on the first floor with you luggage. I’ll call the room attendant to cheek out your room.G: Hello. May I have two more cans of cola? My room number is 1211.R: Of course. I’ll call the altendant send it to you. Please sign your name and room number on the winelist.6.G: I’m the guest lived in room 2705 two ays before. And I cheeked my room yesterday. I want to ask whether the attendant have found a neck lace in my room.R: Please wait a moment. Lat me check it. Novo your necklace is kept in service center. You can get it back in three months with you indontity card.或：R: I’m sorry. We haven’t taken any nate about it. Please leave your phone number. After we seek the room again. We’ll contact with you.7.G: I want to get my clothes back.R: Well. What time did you have the laundry?G: At 四．简单的称谓：1．Sir:对不相识的男士的通称。
酒店英语培训资料
酒店英语培训资料酒店英语培训资料——酒店基础礼貌英语酒店英语培训资料(一)1、礼貌地与客人打招呼及称呼客人，表示你对他们的热情欢迎: —“早上好，小姐/先生。
”“Goodmorning,madam/sir.”—“下午好，小姐/先生。
”“Goodafternoon,madam/sir.”—“晚上好，小姐/先生。
”“Goodevening,madam/sir.”,客人喜欢听你称呼他的姓氏，因此尽可能常用，如:“王先生，陈小姐，李太太”等。
—“很高兴再次见到您(欢迎再次光临)，王先生。
”“Nicetosee/meetyouagain,Mr.Wang.”或与客人互相寒暄:—“您今天好吗,”“Howareyou(today)?”—“我很好，谢谢，你呢,”“I’mfine,thankyou,andyou?”—“很好，谢谢您,”“I’mverywell,/I’mfine,too.Thankyou.”酒店英语培训资料:※UsefulWordsandExpressions: 1)Sir2)Madam3)Miss4)Ms5)meet6)Goodmorning/afte rnoon/evening! 7)Glad/Niceto…8)Howdoyoudo?/Howareyou?酒店英语培训资料(二)2、主动向客人提供帮助:—“我可以帮您吗,”“MayIhelpyou?”/WhatcanIdoforyou?” ,尽量为客人多做一点:—“还有什么需要我帮您吗,”“IsthereanythingelseIcandoforyou?”※UsefulWordsandExpressions: 1)May/CanI…?2)Ifyouneedmyhelp,justcallmeplease.3、记住一些能讨人喜欢的言词:—“谢谢。
”“Thankyou.”—“别客气。
”“Youarewelcome.”—“对不起。
”“I’msorry.”—“没关系。
酒店英语手册完整版
奇墅仙境中坤国际大酒店礼貌服务英语全员培训教案（公共部分）PART I Elementary English for Hotel Staff一、Courtesy Service English 礼仪英语◆欢迎和问候语Greetings◆Good morning (Good afternoon, Good evening),早上好（下午好、晚上好）◆sir (madam).先生（夫人）。
1.How do you do? 您好！（初次见面）How do you do? 您好！Glad to meet you. 很高兴见到您。
2.How are you? 您好吗？Fine, thanks. And you? 好的，谢谢，您呢？3.Welcome to our hotel (restaurant). 欢迎到我们酒店（餐厅）来。
4.Wish you a most pleasant stay in our hotel.愿您在我们酒店过得愉快.(客人刚入店时)5.I hope you will enjoy your stay with us. 希望您在我们酒店过得愉快。
（客人在酒店逗留期间）6.Have a good time! 祝您过得愉快！公共用语：Welcome to our hotel 欢迎光临我们酒店thank you 谢谢Y ou're welcome 不客气I am sorry 对不起Never mind 没关系excuse me 请原谅/打扰了I'm sorry for disturb you ,对不起，打扰您了this way ,please这边请Take care 请慢走please wait a moment请稍等See you later 回头见it's my duty 是我应该做的Don't worry 别着急please follow me 请跟我来Please after you 您先请here you are 给您Turn left(right),please,请左/右拐go straight ,please ,请直走Please repeat 请在说一遍can you speak slowly?请讲慢点◆电话用语Terms of Telephone7.Good morning, Front Desk. Can I help you? 早上好，前厅。
酒店常用英语汇总
酒店常用英语汇总English for Front Office Dept.前厅部常用英语1.Good morning/ Good afternoon /Good evening !早上好/下午好/晚上好!2、Welcome to Ravi Shinger International Hotel下午好！欢迎光顾诺威香卡国际酒店。
3.How may I help you ?请问有什么可以帮到您？4.May I know your name ,please ?请问贵姓？5、Do you have a reservation with us？请问您预订了房间了吗？6.I’ll check our room availability 我来查一下与否有空房间。
7、Just a moment ,Please请稍等8、I'.对不起, 我们没有以您旳名义预订旳房间记录。
9、We have standard rooms, single rooms, Garden suite and presidential suite.我们有标间、单人间、花园套房及总统套房。
10、How long do you plan to stay?请问您估计住几天？11.May I see your passport ?我能看一下您旳护照吗？12、Your room charge for one night is RMB***,sir/madam.先生/女士, 您一晚旳房费是***元13.The room charge is include two breakfast.房价涉及两份早餐。
14.please pay RMB300 as deposit请支付300元作为押金。
15.How would you like to make the payment, in cash or by credit card?请问您打算如何付款？钞票支付还是信用卡？16、If you need the room service ,please dial8800.如果您需要客房送餐, 请拨8800.17、We hope you enjoyed your stay .但愿您在这儿住旳快乐。
酒店业常用英语
酒店业常用英语一、前台接待英语1. Hello, welcome to our hotel. 你好，欢迎来到我们的酒店。
2. How many people are there in your group? 您的团队有多少人？3. Would you like to make a reservation? 您想预订房间吗？4. We have a double room available for you. 我们有一间双人房可供您使用。
5. Here is your room key. 这是您的房间钥匙。
6. Do you need any assistance with your luggage? 您需要帮忙搬运行李吗？7. Please let us know if you need anything else. 如果您需要其他任何东西，请告诉我们。
二、客房服务英语1. Good morning, is there anything else you need? 早上好，您还需要其他东西吗？2. Would you like a wake-up call? 您想要叫醒服务吗？3. Your breakfast has been delivered to your room. 您的早餐已经送到您的房间。
4. Please let us know if there is anything wrong with your room. 如果您的房间有任何问题，请告诉我们。
5. We will send someone to clean your room in a few minutes. 我们会在几分钟内派人去打扫您的房间。
三、餐饮服务英语1. Do you have a reservation for dinner? 您有预订晚餐吗？2. Would you like to be seated in the main dining room or the private room? 您想在主餐厅还是包间就餐？3. Here is the menu. 您看菜单。
酒店英语使用手册 Unit 2
Unit 2 Checking In and Out教学目标教学过程建议Mind Map教学步骤●介绍前台接待员的工作职责；●介绍前台工作岗位的中英文名称；●引导学生进行头脑风暴并完成练习。
参考答案(1) checking in(2) checking out(3) extending stay(4) exchanging foreign currencyBackground Information教学步骤●引导学生讨论：（1）常见的付款方式；（2）常见信用卡种类；（3）常见外币中英文名称及符号；●引导学生熟悉本部分的词汇；●引导学生完成课本练习。
附1：常见信用卡种类ChinaUSAUKEurozoneSwitzerlandJapanKorea练习答案Task 1Task 2(1) room key(2) receptionist(3) visa(4) signature(5) receipt(6) passportDoing in the Scene教学步骤●引导学生思考前台办理登记入住的服务流程；●引导学生思考前台提出合理增销建议的方式；●引导学生听音频完成练习。
听力脚本&课文译文练习答案Scene 1 Registering guestsTask 1Correct order: A F D E H B C G ITask 2☐ 1. I see you’ve only booked a deluxe room.☐ 2. Would you consider our buffet breakfast? It’s 138 yuan per adult.☐ 3. Our deluxe room is much better than the room you’ve booked.☑ 4. Mr. and Mrs. Wilson, now we also have the Member Rate Stay for Breakfast package.☑ 5. You only need to give me your email address and pay an extra 216 yuan per night, and then you can enjoy our daily buffet breakfast for two adults.☑ 6. Would you like to take this package?Scene 2 Extending stay and changing roomsTask 1(1) May I have your name and room number, please?(2) May I have your name and room number, please?(3)How long would you like to extend your stay, Ms. Jones?(4) Would you mind changing to another room on the tenth floor?(5) If there are no doubts, please sign your name here.Task 2(1) Susan Jones(2) 906(3) Oct. 18(4) Deluxe Room, 1 King, City View(5) 1,780(6) bookedScene 3 Checking outTask 1☐ 1.Minibar☑ undry service ☑ 3.Room service ☑ 4.Breakfast☐ 5.Bar☑ 6.ParkingPractical Reading教学步骤●介绍酒店账单的基本内容；●引导学生熟悉本部分的生词与词组；●引导学生思考如何书面回复客人的留言和意见；●引导学生完成练习。
(完整版)酒店常用英语汇总
(完整版)酒店常用英语汇总酒店常用英语汇总Introduction:English is widely used in the hospitality industry, especially in hotels. In order to provide excellent service to international guests, hotel staff need to be proficient in common English phrases and expressions. This article aims to provide a comprehensive compilation of commonly used English phrases in hotels, enabling hotel employees to effectively communicate with guests and provide a comfortable and pleasant stay.Arrival and Check-In:1. Greeting the guest:- "Good morning/afternoon/evening, welcome to [hotel name]. How may I assist you?"- "Hello, how can I help you today?"- "Welcome to [hotel name]. Do you have a reservation?"2. Asking for identification:- "May I have your passport/ID, please?"- "Could you please provide me with a valid form of identification?"3. Confirming the reservation:- "May I have your reservation details, such as your name and check-in date?"- "Could you please confirm your reservation, including your name and check-in date?"4. Providing information about the stay:- "Here is your room key. You are staying in room number [room number]."- "Breakfast is served from [time] to [time] in the restaurant on the ground floor."- "Our gym and swimming pool are located on the second floor and are open from [time] to [time]."Room Service:1. Taking room service orders:- "Good morning/afternoon/evening, this is [hotel name] room service. How may I assist you?"- "What can I get for you today?"2. Informing about food options:- "We have a variety of menu options available. Would you like to hear our recommendations?"- "Our specialties include [dish/food item] and [dish/food item]."3. Confirming the order:- "To confirm, you would like to order [dish/food item], [dish/food item], and [dish/food item], correct?"4. Asking for additional requests:- "Is there anything else you would like to add to your order?"- "Do you have any dietary preferences or allergies that we should be aware of?"Concierge Services:1. Assisting with transportation:- "Would you like us to arrange a taxi for you?"- "We can provide shuttle service to the airport. What time is your flight?"2. Recommending local attractions:- "If you're interested in sightseeing, we recommend visiting [attraction name]. It is known for its [describe attraction]."- "For shopping, we suggest you explore [shopping area]. It offers a variety of stores and boutiques."3. Offering assistance with reservations:- "Do you need any assistance in making dinner reservations?"- "We can help you with booking tickets for shows or events. Is there anything specific you're interested in?"Conclusion:In conclusion, mastering common English phrases is essential for hotel staff to deliver exceptional service to international guests. This compilationof commonly used English phrases in hotels serves as a valuable resource for hotel employees to effectively communicate with guests and ensure a pleasant and comfortable stay. By utilizing these phrases, hotels can create a welcoming environment and cater to the needs of their diverse clientele.。
酒店服务指南(中英文版)
服务指南欢迎辞MESSAGE OF WELCOME尊敬的宾客：欢迎您下榻鹰潭金地酒店！您的到来，我和我的员工都感到非常荣幸，此《服务指南》为您详细介绍了酒店的各项服务及设施。
若您有什么需要，请直接与酒店各部门联系，我们将竭诚为您效劳。
在金地酒店，您是我们的第一关注，我们将为您提供尽善尽美的服务，让您在金地酒店处处都看到温馨的微笑。
如果您对我们的服务及设施有什么意见或建议，请及时联系我们，或者填写桌上的“宾客意见表”，我们会立即改进，因为您的满意是我们的最终目标。
最后，希望您把在这里获得的愉快经历告诉更多的朋友，期待您的再次光临，谢谢！总经理Dear Guest:Welcome to the Golden World Hotel!All of us very grateful for you patronage and hope you enjoy your stay at our hotel. This 《Service Directory》will inform you various service and facilities of our hotel. If you need more help, please contact with our relevant departments, all of us already stand by and surely you will get the excellent service at any time.You are our concern in the Golden World Hotel during you stay. We shall try our best to offer the perfect service for you, If there is any more comments or suggestion, please contact us promptly or fill in questionnaire form on the desk of your room.We wish, during you stay with us joviality experience wise up to your friends and we hope we will have the pleasure of serving you again.General Manager服务指南电话服务TELEPHONE SERVICE先进可靠的通讯系统Advanced Communication System酒店通讯设计先进，服务周全。
饭店工作英语
酒店英语全攻略必备手册一．概述在酒店里所使用的英语会话，基本上是属于商业英语，与日常生活会话中所使用的英语略有不同，较注重礼节。
正式英语通常会让人误解为极艰深的英语，其实，只要套用一定格式的句子和单词，就可以了。
例如：非正式英语正式英语What’s your name? May I have your name?您贵姓？请问您贵姓大名？Do you want some tea? Could you like some tea?您要喝茶吗？请问您想喝茶吗？Over here, please. Could you come this way please?这边请。
请您往这边走好吗？* 不要说OK, Sure, Yeah等等，而要说Certainly, Sir.* Hey, uh-huh, Hang on 等等，也不适合在酒店中使用。
* 别说“I don’t know.”回答“不知道”是非常不礼貌的说法。
可以说“just a moment, please. I’ll check that for you.”（请稍候，我来帮您确认），然后请有能力处理的人前来协助。
* 对男性客人，尊称为Sir; 面对女性客人时尊称为Ms.在招呼客人时，最好说“Excuse me, Sir(Ms)”,不要直接称呼Mr.或Ms. 至于称呼小孩，可以直接使用Excuse me，但是不可以直接称呼boy或girl.* 正视对方的眼睛，以显示出你的信心和诚意。
但必须注意，注视对方的眼睛，并不是无理地盯着对方看。
* 在面对语言不通的外籍人士时，一定要多加利用手势和肢体语言。
但是使用手势时要特别小心，因为对于不同国家、民族而言，手势的意义也大不相同。
二.基本待客英语（一）在正式的英语表现里，疑问基本句型可分为下列四种：1. May I ~2. Could you ~3. Would you ~4.Shall I ~?只要理解这四种基本的句型，就可以处理大部分业务上的状况。
酒店英语使用手册_Unit_5_Housekeeping_Service_202203
Unit 5 Housekeeping Service教学目标教学过程建议Mind Map教学步骤●介绍客房部在酒店中的重要性；●了解客房部提供各项服务的中英文表达；●引导学生头脑风暴并完成练习。
参考答案(1) room cleaning (2) lost and found (3) maintenance serviceBackground Information教学步骤●引导学生列举客房内的各种设施及客用品的中英文名称；●引导学生列举浴室内的各种设施及客用品的中英文名称；●引导学生看图完成练习题。
参考答案Task 1A 灯开关B 穿衣镜C 体重秤D 被子E 枕头F 床头柜G 床头灯H 窗帘I 扶手椅J 茶几K 落地灯L 梳妆台M 电视机N 行李架O 小冰箱P 电视柜Task 2A 淋浴喷头B 浴巾C 晾衣架D 洗发水E 水龙头F 洗脸池G 镜灯H 地漏I 马桶J 卫生纸K 浴缸L 毛巾架Doing in the Scene教学步骤●引导学生思考打扫客房时客人若不方便该如何处理；●引导学生思考如何告知客人会尽快满足其需求；●引导学生思考如何介绍洗衣服务流程及洗衣单的正确填写方法；●引导学生听音频完成练习。
听力脚本&课文译文练习答案Scene 1 Room cleaning serviceTask 11-7-5-3-4-2-8-6Task 2□ tidy up the bathroom dust the deskspray some air freshener □ put away the things on the desk empty the waste bin □ change the bed sheet□ vacuum the carpet bring some more cups and teaScene 2 Dealing with a guest’s specific requestsTask 11. an adaptor2. a baby stool3. a kid’s robe4. an iron and ironing boardTask 21. Yes, we do, Mrs. Fisherman. I’ll get one for you immediately.2. I see, Mrs. Fisherman. I’ll send a stool to your room right away.3.No problem, Mrs. Fisherman. I’ll bring it to your room at once.4.Actually we have them in each guest room. You can find them in your wardrobe.Scene 3 Laundry ServiceTask 11. I’m here to collect your laundry.2. Please fill out the laundry list and put your clothes in the laundry bag.3. It usually takes about two days to have the laundry done.4. If you’re in a hurry, we have a three-hour express service.5. But there is an extra charge of 50% for it.6. We’ll charge it to your hotel bill.Task 2教学步骤●介绍客房内常见的温馨提示卡内容；●熟悉洗衣单上的衣物词汇、洗涤方法及相关赔偿条款；●引导学生完成练习。
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酒店英语全攻略必备手册
English for Hotel Business
一．概述
在酒店里所使用的英语会话，基本上是属于商业英语，与日常生活会话中所使用的英语略有不同，较注重礼节。
正式英语通常会让人误解为极艰深的英语，其实，只要套用一定格式的句子和单词，就可以了。
例如：
非正式英语正式英语
What’s your name? May I have your name?
您贵姓？请问您贵姓大名？
Do you want some tea? Could you like some tea?
您要喝茶吗？请问您想喝茶吗？
Over here, please. Could you come this way please?
这边请。
请您往这边走好吗？
* 不要说OK, Sure, Yeah等等，而要说Certainly, Sir.
* Hey, uh-huh, Hang on 等等，也不适合在酒店中使用。
* 别说“I don’t know.”回答“不知道”是非常不礼貌的说法。
可以说“just a moment, please. I’ll check that for you.”（请稍候，我来帮您确认），然后请有能力处理的人前来协助。
* 对男性客人，尊称为Sir; 面对女性客人时尊称为Ms.
在招呼客人时，最好说“Excuse me, Sir(Ms)”, 不要直接称呼Mr.或Ms. 至于称呼小孩，可以直接使用Excuse me，但是不可以直接称呼boy或girl.
* 正视对方的眼睛，以显示出你的信心和诚意。
但必须注意，注视对方的眼睛，并不是无理地盯着对方看。
* 在面对语言不通的外籍人士时，一定要多加利用手势和肢体语言。
但是使用手势时要特别小心，因为对于不同国家、民族而言，手势的意义也大不相同。
二.基本待客英语
（一）在正式的英语表现里，疑问基本句型可分为下列四种：
1. May I ~
2. Could you ~
3. Would you ~
4. Shall I ~?
只要理解这四种基本的句型，就可以处理大部分业务上的状况。
1．自己要做什么事时，就使用May I ~
May I have your name, please?
请问尊姓大名
May I have your check-out time, please?
请问您什么时候结帐离开？
May I see your passport, please?
请让我看一下您的护照好吗？
May I know your nationality, please?
请问您的国籍是什么？
2．麻烦客人时，可使用Could you ~
Could you fill out the form, please?
请您填写这张表格好吗？
Could you write that down, please?
请您写下来好吗？
Could you draft the fax, please?
请您写下传真的草稿好吗？
Could you hold the line, please?
请不要挂电话好吗？
3．询问客人的喜好或是做什么时，可使用Would you ~
Would you like tea or coffee?
请问您要喝茶还是咖啡？
Would you like to take a taxi?
请问您要搭计程车吗？
Would you mind sitting here?
请问您介意坐在这里吗？
** 只要在疑问词后加“Would you ~”，就可以提出大部分的询问。
When would you like to visit Kunshan?
请问您想要何时参观昆山？
When would you like to have lunch?
请问您想在哪里用餐？
What time would you like to eat?
请问您想何时用餐？
Who would you like to contact?
请问您想和谁联络？
Which kind of room would you prefer?
请问您喜欢哪一种房间？
How would you like to settle your bill?
请问您的账单如何处理？
How long would you like to stay?
请问您要逗留多久？
How many tickets would you like to buy?
请问您要买几张票？
4．在提供建议协助、征求意见时，可使用Shall I ~ 或Would you like me to do ~? Shall I draw the curtains?
请问需要我把窗帘拉上吗？
Shall I draw you a map?
请问要我为您画一张地图吗？
Shall I make the reservation for you?
请问要我为您安排预约吗？
（二）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？
Good afternoon, sir. Welcome to LI JIA Hotel.
中午好，先生，欢迎光临丽嘉酒店
Good evening, Ms. May I help you?
晚上好，小姐，请问我能为您服务吗？
后面也可以接上自己酒店名称、部门名称，如：Good morning, sir. This is the Front Desk. May I help you? 早上好，先生。
这里是服务台，请问您需要服务吗？（三）回答
1.一般性的回答
I see, sir.
我明白了，先生。
Certainly, sir.
好的，先生。
2.请对方再等一会儿
Just a moment, please.
请稍等。
Thank you for waiting.
您久等了，先生。
I am very sorry to have kept you waiting.
很抱歉让您久等了。
Could you wait a little longer, please?
请您稍候好吗？
3.要麻烦客人或是拒绝客人的要求时
拒绝客人时，不要一口回绝说“No.”，要委婉一些。
I am afraid I can’t do that.
不好意思，我恐怕没办法那样做。
Excuse me, sir. Please let me pass.
不好意思，先生，麻烦让我过一下。
4.道歉
如果是自己的错就说“I am sorry.”; 如果是公司的错，就说：“We are sorry.”。
I am very sorry for the delay.
很抱歉延误了时间
I am very sorry for the inconvenience.
很抱歉造成您的不便。
I would like to apologize for the mistake.
为这个错误我深致歉意。
5.客人对自己说“Thank you.”时回答
You are welcome.
不客气。
Thank you, sir.
谢谢您，先生。
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。
Here is your room key.
这是您的房间钥匙。
Here it is.
这是您的东西。
7．当客人准备离开时，可以说：Have a nice day.
祝您有美好的一天。
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。
Thank you for staying with us.
谢谢光临。
8．当客人的英语难以理解时
面对客人的疑问，不要只是一味地傻笑，或是一直说Yes, Yes.如果听不懂事，要向客人提出疑问，或是先向对方说“Just a moment, please.”, 然后请求他人协助。
Pardon?
对不起？
Pardon me?
对不起？
I beg your pardon?
对不起请再说一遍好吗？
Could you repeat that, please?
请您重复一遍好吗？
若是不敢肯定对方所说的部分内容时，可以将不明白的部分重复一遍，如：
Excuse me, sir. Do you mean you lost your room。