酒店服务英语培训 - 制度大全
西餐厅服务员英语培训大全 - 制度大全
西餐厅服务员英语培训大全-制度大全西餐厅服务员英语培训大全之相关制度和职责，餐厅常用英语一百句1、早上好(午安、晚安)Goodmorning.(afternoonevening)2、您好!Howareyou?Howdoyoudo?Welcometogoldencityrestaurant.3、再见,欢迎下次再来!Good-bye!Come...餐厅常用英语一百句1、早上好(午安、晚安)Good morning.(afternoon evening)2、您好!How are you? How do you do?Welcome to golden city restaurant.3、再见,欢迎下次再来!Good-bye! Come again next time, you are Welcome.4、慢走,感谢您的光临。
Mind your step and thank you for coming.5、请稍等。
Please wait a moment. Just a moment. Just a minute.6、请原谅。
Excuse me.7、对不起,让您久等了。
Sorry to have kept you waiting so long.8、请问您有几位For how many?9、请跟我来,请这边走。
Come with me, please. follow me, please.10、请问您贵姓May I have your fist name?11、请问您喝什么茶What kinds of tea would you like to drink?12 、请稍候,我们马上给您安排。
Just a moment, please. we will arrange, it for you right away.13、请问您有预订吗Do you have a reservation?14、您看坐在这里可以吗Would you mind sitting here?15、祝您旅途愉快!Have a pleasant journey!16、对不起,那边的桌子已给预订了。
餐饮服务业英语培训 - 制度大全
餐饮服务业英语培训-制度大全餐饮服务业英语培训之相关制度和职责，餐饮服务英语1.Goodmorning(afternoon,evening),sir(madam).早上(下午、晚上)好,先生(夫人)。
2.Howdoyoudo?Gladtomeetyou.您好!(初次见面)很高兴见到您。
3.Howareyou?Fine,...餐饮服务英语1.Good morning (afternoon, evening), sir (madam).早上(下午、晚上)好,先生(夫人)。
2.How do you do?Glad to meet you.您好!(初次见面) 很高兴见到您。
3.How are you?Fine, Thanks. And you?您好吗很好,谢谢。
您好吗4.Welcome to our hotel (restaurant, shop).欢迎到我们宾馆(餐厅、商店)来。
5.Wish you a most pleasant stay in our hotel.愿您在我们宾馆过得愉快。
6.I hope you will enjoy your stay with us.I hope you are enjoying your stay with us.希望您在我们宾馆过得愉快。
(客人刚入店时)希望您在我们宾馆过得愉快。
(客人在饭店逗留期间)I hope you have enjoyed your stay with us.希望您在我们宾馆过得愉快。
(客人离店时)7.Have a good time!祝您过得愉快!电话用语:8.**Hotel, front desk. Can I help you?**饭店,前厅。
您找谁9.Sorry, I’ve dialed the wrong number.对不起,我拨错号了。
10. May I speak to your front office manager?能和你们前台经理说话吗11. Sorry, he is not in at the moment.对不起,他现在不在。
酒店外语培训
酒店外语培训
1.准备工作
①根据酒店需要，安排相应的培训；
②由人力资源部发通知给各部室；
2.审定资格
①每位员工可以根据自己的情况选择性地报考一至三级英
语；
②员工报考四级英语之前，必须先通过三级英语测试；
③通过国家CET三级英语考试，取得TOFEL英语考试580分
或类似考试成绩者，只需通过酒店英语三级培训和考试，即可认为通过4级
④接到英语培训通知后，相关员工应按时参加。
如确有事假、
病假不能参加培训的，应提前持部门经理批准的书面请假条向人力资源部请假。
3.培训内容
①岗位英语；
②酒店英语；
③商务英语。
4.培训方式
情景式、参与式、电化教学式
5.结业考试
学习结束后，所有员工必须参加考试，包括：
A、笔试
B、口试
C、听力理解
6.存档
把学员的学习的情况存入个人培训档案，并通知各部门领导。
注：关于外语水平的标准
酒店英语等级共分六级，各级英语使用教材和要求掌握的程度分别为：
一级：酒店英语200句，熟悉日常用语；
二级：酒店英语300句，能用英语听、说、写酒店各部门名称、员工岗位名称；
三级：酒店英语400句，能英语听、说、写中西餐所有餐
饮用品、菜名、饮料、客房部各用品、康乐物品、
娱乐用品等；
四级：新概念英语第一、二册；
五级：新概念英语第三册；
六级：新概念英语第四册。
酒店员工英语培训
酒店员工英语培训
酒店员工的英语培训是确保服务质量和客户满意度的关键部分。
以下是一些建议，可以用于酒店员工的英语培训：
基础英语培训：
* 提供基础的英语语法和词汇培训，以确保员工能够进行简单而流利的日常交流。
客户服务用语：
* 强调在与客人互动时使用礼貌、友好的用语。
* 培训员工处理投诉和问题时的专业用语。
预订和接待：
* 教授预订流程中使用的相关英语短语，包括确认、修改和取消预订。
* 提供接待客人时用到的问候语和常见问题的英语回答。
餐饮服务英语：
* 培训餐厅和客房服务人员使用点餐、推荐菜单、和客人交流的英语表达。
* 学习处理特殊饮食要求或食物过敏的英语用语。
应急情况培训：
* 确保员工了解应急情况下的英语应对措施，如火警、医疗紧急情况等。
沟通技巧：
* 培训员工如何有效地与客人和同事进行沟通，包括倾听技巧和礼貌用语。
文化敏感度：
* 强调对不同文化背景客人的尊重和关注。
* 提供跨文化交流的英语表达培训。
模拟场景培训：
* 利用角色扮演或模拟场景培训，让员工在真实场景中练习英语应用。
在线学习资源：
* 提供在线学习资源，包括视频、课程、和在线测验，以方便员工在工作之余进行学习。
定期评估：
* 定期进行员工英语水平的评估，并根据需要提供额外的培训支持。
这些建议可以根据酒店的具体需求和员工水平进行调整。
培训的目标是确保员工在工作中能够自信、准确地使用英语进行沟通，提升整体服务水平。
酒店英语培训
Computer Department C&D
Part 3.数字
数字 1 2 3 4 5 6
英文 One Two Three Four Five Six
中文 一 二 三 四 五 六
英文 First /1st Second /2nd Third /3rd Fourth / 4th Fifth /5th Sixth /6th
September (Sep.) 九月
October (Oct.) 十月
November (Nov.) 十一月
December (Dec.) 十二月
三、Times 时间
hour 小时 minute 分钟
second 秒钟
quarter 刻钟 o’clock 点钟
It’s four past eight (eight four). 8:04
It’s fifteen to nine (a quarter to nine). 8:45
It’s half past sever (seven thirty). 7:30
It’s five to eight (sever fifty). 7:55
四、Seasons 季节 spring 春天 summer 夏天 autumn 秋天 winter 冬天
One thousand一千
One million一百萬
One billion 十亿
一、The days of the week 星期 Sunday (Sun.) 星期日 Monday (Mon.) 星期一 Tuesday (Tues.) 星期二 Wednesday (wed.) 星期三 Thursday (Thurs.) 星期四 Friday (Fri.) 星期五 Saturday (Sat.) 星期六
酒店服务英语培训计划
酒店服务英语培训计划1. IntroductionIn today's globalized world, the hospitality industry is constantly expanding and evolving. With an increasing number of international travelers, it is essential for hotel employees to be proficient in English in order to provide the best possible service to their guests. In order to meet this demand, we have developed a comprehensive training program to improve the English language skills of our hotel staff. This program aims to enhance communication, customer service, and overall job performance. By investing in the English language proficiency of our employees, we are committed to providing exceptional service and creating a positive experience for our guests.2. Objectives- Enhance English language skills, including speaking, listening, reading, and writing- Improve communication with guests and colleagues- Increase confidence and proficiency in using English in various hotel-related situations- Provide a better understanding of cultural differences and customer expectations- Improve guest satisfaction and overall hotel reputation3. ParticipantsThe training program is designed for all hotel staff members who are in direct contact with guests, including front desk agents, concierge, waitstaff, room attendants, and guest service agents. It is also open to any other interested employees who wish to improve their English communication skills.4. Training ContentThe training program is divided into several modules, each focusing on different aspects of English language skills and hotel service. The modules may include, but are not limited to, the following topics:Module 1: Basic English Communication- Greetings and introductions- Small talk and casual conversation- Asking and answering questions- Providing simple directions and instructions- Telephone etiquetteModule 2: Customer Service English- Handling guest inquiries and requests- Dealing with complaints and resolving issues- Expressing empathy and concern- Offering assistance and recommendations- Upselling and promoting hotel servicesModule 3: Hotel Terminology and Procedures- Learning hotel-specific vocabulary and phrases- Understanding hotel operations and procedures- Role-playing various hotel scenarios- Practicing common hotel conversations and interactionsModule 4: Cultural Awareness and Sensitivity- Understanding and respecting cultural differences- Adapting communication styles for different guests- Appreciating diversity and inclusion- Being mindful of international customs and traditionsModule 5: Practical English for Specific Departments- Tailored language training for different departments- Role-specific vocabulary and phrases- Conversational practice related to daily job duties- Communication skills for teamwork and collaboration5. Training MethodsThe training program will incorporate various interactive and engaging methods to ensure effective learning and participation. These may include:- Group discussions and activities- Role-playing and simulation exercises- Vocabulary and grammar exercises- Listening comprehension activities- Interactive multimedia presentations- Real-life scenarios and case studies- Guest speakers and language experts6. Training ScheduleThe training program will be conducted in multiple sessions to accommodate different shifts and work schedules. Each session will have a duration of 2-3 hours to allow for thorough exploration of the topics and sufficient practice. The schedule will be flexible and can be adjusted to meet the needs of the participants and the hotel's operational requirements.7. Training Materials and ResourcesParticipants will be provided with a range of materials and resources to support their learning, including:- English language textbooks and workbooks- Audio and video materials for listening and speaking practice- Vocabulary lists and flashcards- Role-playing scripts and scenarios- Online resources and language learning platforms- Reference guides and cheat sheets8. Assessments and FeedbackThroughout the training program, participants will be evaluated and provided with feedback to monitor their progress and address any areas that need improvement. Assessments may include written exams, oral presentations, role-playing assessments, and other performance-based evaluations. In addition, participants will have the opportunity to give feedback on the training program and suggest any changes or additions that could enhance their learning experience.9. Follow-up and SupportAfter the initial training program, ongoing support and resources will be available to help employees continue improving their English skills. This may include additional language workshops, conversation clubs, language exchange programs, and access to languagelearning materials. Managers and supervisors will also play a role in providing continuous feedback and encouragement to employees in their language development.10. ConclusionThe Hotel Service English Training Program is a valuable investment in the professional development of our staff and the overall success of our hotel. By enhancing the English language skills of our employees, we aim to improve guest satisfaction, increase efficiency, and elevate the level of service we provide. We are committed to empowering our employees with the knowledge and confidence to communicate effectively in English and create memorable experiences for our guests. Thank you for your participation and dedication to this training program. We look forward to seeing the positive impact it will have on our hotel and the satisfaction of our guests.By implementing this comprehensive training program, we aim to provide our staff with the necessary tools and support to excel in their roles and deliver exceptional service to our guests. We believe that investing in English language training will not only enhance the capabilities of our employees, but also contribute to the overall success and reputation of our hotel. Thank you for your commitment to this program, and we look forward to seeing the positive impact it will have on our staff and our guests.。
酒店餐饮基本英语培训
十二、结帐 1、This is your bill, thank you very much. 2、Sign your name and room number, please. 3、Would you like one check or separate? 4、Here’s your change.
五、上饮品 Excuse me, sir/madam, here is your …..
六、点菜 1、May I take your order now? sir/madam. 2、How would you like steak/Lamb chop? How about your steak? 一二成 Rare 三四成 medium rare 五成 medium 七八成 medium well 全熟 well done
三、递菜单、酒水单 This is our menu and drink list ,sir/madam.
四、问饮品 1、Excuse me, sir/madam, would you like something to drinke? 2、we have ……..which one would you like?
七、重复点单 Excuse me, sir/madam, you ordered … Would you like anything else?
八、服务面包 What kind of bread would you like? soft bread/hard bread…。
九、上菜 Here is your soup/salad/steak…… enjoy your meal, please。
西兰花 broccoli
蔬 菜
胡萝卜 carrot
酒店英语培训资料
northwestpresidential 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 请勿打搅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south east南东北西computer line 电脑线bed table 床头柜face towel 面巾tips 小费chair 椅子alarm clock 闹钟hair dryer 吹风机emery board 指甲锉service directory 服务指南yellow page 黄页bath tub 浴缸sanitary bag 女宾袋ashtray 烟灰缸night light 夜灯shower head 淋浴头shower cap 浴帽matches 火柴trash can 垃圾桶closet 马桶elevator lift 电梯envelope 信封bed pad 床垫tap 水龙头fruitplate 果盘writing paper 信纸bed sheet 床单wash basin 面盆fruit knife (fork)水果刀(叉) fax paper 传真纸bed skirting 床裙towel rack 毛巾架ice cubes 冰块post card 明信片pillow case 枕头套marble table 大理石台面room card 房卡sewing kit 针线包smokedetector 烟感器hanger 衣架、挂钩passport 护照map 地图carpet/rug vacuum cleaner wall telephone 面包机deposit 押金ballpoint pen 圆珠笔吸尘器bidet 净身器charge 收费pencil 铅笔wall lamp 壁灯flower vase 花瓶price 价格window 窗户ceiling lamp 吊灯tissue paper dispenser Poker 扑克curtain 窗帘ground lamp 落地灯面巾纸盒night-club 夜总会slipper 拖鞋bathroom 浴室shower curtain 浴帘massage 按摩、桑拿shoe shine clothe 擦鞋布fluorescent lamp 日光灯tissue/toilet paper 卫生纸boiling water 开水memo/note pad 便签serving tray 托盘bath gel 沐浴液newspaper 报纸bed 床scale 体称razor shaver 剃须刀corridor 走道shampoo 洗发液hand towel 小方巾comb 梳子trolley 手推车quilt 被子wash room 洗手间tooth brush 牙刷Monday 周一pillow 枕头shower 淋浴tooth past 牙膏Tuesday 周二shoe basket 鞋篮bath towel 澡巾soap 肥皂Wednesday 周三toilet 洗手间ground towel 地巾cotton swab 棉签Thursday 周四Friday 周五Maintain 维修drink 饮料icebox/refrigeratory 冰箱Saturday 周六Safety 保险柜food 食品electric torch 手电筒Sunday 周日Cigarette 香烟bedsheet 床单bed 床January 一月Nailhole 指甲剪quilt cover 被套dish 盘子February 二月Forfex 剪刀bath robe 浴衣scoop 勺子March 三月Socket 插座towel 毛巾boud 碗April 四月Blower 吹风机pillowcase 枕套knife 小刀May 五月Charger 充电器curtain 窗帘fixing 调料June 六月Keep secrecy 保密ashtray 烟灰缸sugar 糖July 七月Remote control 遥控器glass 杯子salt 盐August 八月Massage 按摩tea-cap 盖杯shoeshine 鞋油September 九月Entertainment 娱乐tea-box 茶叶盒toecap 鞋刷October 十月elevator 电梯clothes-rack 衣架insect 虫November 十一月tea 茶叶the senice clamps 服务夹glue water 胶水December 十二月water bottle 水壶noise 菜谱calculator 计算器Fine 晴for free 免费close stool 马桶rule 尺子Overcast 阴safe-conduct 安全通道broken electricity 断电stapler 订书机Snow 雪reticle 网线window 窗户inkpad 印泥Rain 雨iron 熨斗make water 漏水mouse 鼠标Cloudy 多云ironing board 熨衣板lock 锁do not disturb 勿扰FO 前台map 地图chair 椅子make up room 打扫房间Cashier 收银hot water 热水light 灯extra bed 加床Guest 客人fruit 水果bathtub 浴缸no need service 不需要服务Telephoto 电话shoeshine 擦皮鞋ice 冰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 固然可以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 别耽心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 打搅一下！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!3. Laundry 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. G: Air conditioner is not cool/heat enough.R: Here you are. R: Well, Let me see! Oh, I’m sorry sir. We’ll contact with engineer department to send some one are G: Oh, How nice! Your hotel’s laundry service is excellent. up to cheek if for you.R: Thank you !That’s just what we should do. Dialogue three4. Repairing G: There is no water in the shower head. Can you call someone to fix it for me.Dialogue R: We’ll call the engineer immediately. I’m sorry for any inconvenience.G: Excuse me! 5. Room serviceR: Yes? G: What would like to take our lunch in our room. Could you bring it here?G: Ah, I’m afraid tore is something wrong with the TV.I can’t turn it on. R: Yes .Of course. Our hotel provides very good room service, sir.R: Well, There is a switch on the beddable, Did you turn on it? G: Very nice. When should me order our lunch?G: Yes, I’ve done is.R: At any time you want. You may dial “2619”to call the room service section directly to order R :I’m sorry. May I have a look at it? breakfast, lunch or dinner.(Trying to fix it, but in rain) G: By the way. What should we do with the plates when we finish eating?R: I’ll send for an electrician to have it repaired. Please wait just a few minutes. R: You can call me to clean it up, or just leave them outside you room.(She leaves the room. Five minutes later. There is a knock on the door). G: Oh, I see. Thank you.R: Housekeeping, May I come in? 6. Miscellaneous servicesG: Yes. Dialogue oneR: Good evening! We are going to check your TV set. R: Good morning. Dear Madam!(Electncian finishes the repairing) G: Good morning. Will you de me a favor?R :Dear sir, everything is OK now, Is there anything dse I can do for you? R: Sure.G: No, Thanks very much! G: I’d like to have some glasses?R: It’s my pleasure .And with you have a sweet evening! R: How many would you like?Dialogue two G: Three.R: Good evening! What’s the matter sir? 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.新增加部份：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.或者：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: At1 ．(先生)普通对熟悉的男士的尊称，后面加之姓氏，例如：Mr zhang 张先生。
酒店前台常用服务英语培训：结账问题 - 制度大全
酒店前台常用服务英语培训：结账问题-制度大全酒店前台常用服务英语培训：结账问题之相关制度和职责，1.请原谅,我想知道如果您觉得账单不对,为什么当时没有提出疑问为什么您还会在账单上签名确认Imsorry,butcouldyouletmeknowwhyyoudidnttellusandsignthebillifyouthi...1.请原谅,我想知道如果您觉得账单不对,为什么当时没有提出疑问为什么您还会在账单上签名确认Im sorry, but could you let me know why you didnt tell us and sign the bill if you think it is wrong at that time?2.对不起,是我们的工作出现了失误,这项收费我们会为您取消。
Sorry, it is our mistake. We will deduct this charge.3.对不起,按酒店规定没有押金单我们不能退您余款,但如果您真的把押金单丢了,我们需要您提供一份收条证明您本人已将余款取回。
Sorry, according to the rule of our hotel without the receipt of deposit we can not refund your balance, but if you really lost the receipt of deposit, we need you provide a receipt to prove that you have got the balance back.4.我们的账单格式是在电脑中设定好的,您要的那种我们提供不了。
The form of our bill is set up by the computer, we couldnt provide you the bill of that form.纪律委员职责技术员职责教师职责欢迎下载使用，分享让人快乐。
酒店英语培训方案（合集5篇）
酒店英语培训方案（合集5篇）第一篇：酒店英语培训方案酒店英语培训方案应酒店员工要求，培训部在近期将举办英语培训班，开设“酒店英语口语课程”及“酒店职业（初、中、高级）英语课程”，酒店员工均可报名参加。
具体课程安排如下一、培训目标提高酒店员工的英语水平，掌握酒店常用英语，基本能和外籍客人沟通。
给有意向参加酒店职业英语等级考试的员工提供英语辅助。
二、培训课程1.酒店初级英语2.酒店中级英语3.酒店高级英语参考教材：《酒店英语口语实例大全》、《酒店职业英语（初、中、高级）》。
三、培训实施培训方式：讲授、游戏、视频1.激发学员对英语的学习兴趣，培养其每天练习英语的习惯；2.从常见俗语、趣味英语中提炼并熟记大量英语单词；3.互动式教学，通过英语小游戏、角色扮演等形式寓教于乐；4.针对性培训，结合不同岗位服务需求，对前厅部、餐饮部、客房部员工针对性培训；5.观看外语电影。
以与酒店相关的基础单词和句子为主，通过学习，掌握吃、穿、住、行的表达方式。
以口语教学为主，穿插语法、单词、阅读和写作，以全面提高员工的英文运用能力和口语表达能力。
培训地点：酒店培训教室四、时间安排每周一，下午15：00-17：00（初级）每周三，下午15：00-17：00（中级）每周五，下午15：00-17：00（高级）（每课时1.5小时，每四个课时为一个课程）五、任课老师由培训部在酒店范围内筛选三至四名培训老师（英语六级以上），并申请相关培训津贴（100元/课时）。
六、考核方式1.课堂参与度占20%；出勤占10%。
2.小组演练占20%，自行选择场景对话，上台表演。
5分钟/3人组。
3.闭卷考试占50%。
（考试合格员工颁发证书，并可参加下一阶段英语培训。
取得高级证书员工，可享受50元/月语言津贴。
）七、其他1.各部门负责人安排好部门员工班次，尽量使每个报名员工都能参加培训。
2.培训部制定英语考核奖惩制度，并于员工考核后，将获得证书员工名单张贴在员工宣传栏上。
酒店前厅英语培训计划
酒店前厅英语培训计划一、背景介绍随着国内旅游业的迅速发展，越来越多的国际游客前来入住国内酒店，因此酒店前厅员工对于英语的要求也日益提高。
为提高酒店前厅员工的英语水平，我们制定了以下英语培训计划。
二、培训目标本培训计划的目标是提高酒店前厅员工的英语水平，使其能够流利地应对与外国客人的日常沟通需求，包括接待、询问客户需求、解答客户问题等方面。
三、培训内容1.日常用语培训–问候语–自我介绍–客房预订常用语–结账常用语等2.接待技巧培训–如何礼貌接待客人–如何主动询问客户需求–如何有效解答客户问题–如何提供协助和帮助等3.情景对话练习–模拟外国客人入住、离店等场景对话练习–模拟应对紧急情况的英语应对练习四、培训方式1.课堂培训–每周安排2-3次课堂培训，每次培训时间为2小时–课堂培训内容包括听、说、读、写练习2.角色扮演–安排角色扮演训练，让员工在模拟场景中练习英语对话技巧3.在线学习–提供英语学习资料和视频，让员工可以在业余时间进行在线学习五、培训考核1.日常练习–员工需要每天完成一定量的英语练习，包括听、说、读、写练习2.模拟考核–每两周进行一次模拟考核，考核内容包括日常用语、接待技巧和情景对话练习六、培训效果评估1.成绩评定–根据员工的日常练习表现和考核成绩评定培训效果–对成绩优秀的员工给予奖励2.反馈调查–每月进行一次培训效果调查，收集员工对培训计划的反馈意见，不断改进培训内容和方式七、总结通过本英语培训计划，我们相信酒店前厅员工的英语水平将得到显著提高，能够更好地满足国际客人的需求，提升酒店服务质量，为酒店的发展打下坚实的基础。
希望每位员工在英语培训中取得好成绩！。
酒店中高级服务员英语日常用语培训 - 制度大全
酒店中高级服务员英语日常用语培训-制度大全酒店中高级服务员英语日常用语培训之相关制度和职责，1.饭店员工必用词汇:Please请Excuseme对不起Pardon?对不起,请您再说一遍好吗I’mverysorry.非常抱歉。
Thankyou.谢谢。
2.听见或遇见对客人不利的事时:I’msorrytohearthat.I...1.饭店员工必用词汇:Please 请Excuse me 对不起Pardon? 对不起,请您再说一遍好吗I’m very sorry. 非常抱歉。
Thank you . 谢谢。
2.听见或遇见对客人不利的事时:I’m sorry to hear that. I hope you are better soon. 听到这个我很遗憾,我希望您好很快会好起来。
I’m sorry to hear that. Have a good rest. 听到这个我很遗憾,您好好休息一下吧。
I’m sorry to hear that .Take it easy today. 听到这个我很遗憾,今天您可别着急。
3.客人碰到意外(如电梯门碰到他)时:I hope you did not hurt yourself. 我希望您没有受伤.Are you hurt? 您伤着没有?Did you hurt yourself? 您伤着了没有?4.离开客人时:Have a nice day. 祝您今天过得愉快.Have a pleasant evening.祝您今晚过得愉快.Have a good weekend. 祝您周末过得好.5.当客人要什么东西时:Certainly, sir. If you can excuse me, I’ll fetch it . 好的先生.如果您能允许我离开的话,我去把它拿来.Yes, sir. It’s no problem. 好的先生.这不成问题.Here you are, sir. 这儿就是,先生.Here’s your change, madam. 这是您的找零,夫人.6.必须离开客人去拿他们所要的东西时:Just a moment, please, miss. I’ll go and get it right away. 小姐,请稍等片刻.我马上给您去拿来. Immediately, madam. 夫人,我马上去拿来.Sorry to have kept you waiting. 很报歉让您久等了.7.给客人让路时:After you, madam. 夫人,请.You first, sir. 先生,您先请.8.推小车或提重物经过客人身旁时:Excuse me, madam. 请原谅,夫人.Could you please make way, madam? 可不可以请您让让路,夫人?May I come through , please? 请问我可以穿过去吗?通过之后:Thank you ,madam. 谢谢您, 夫人.9.上菜或斟酒时不得不向客人俯下身去或不得不在外宾面前通过时: Excuse me ,please. 请原谅.基金制度备课制度外事制度欢迎下载使用，分享让人快乐。
酒店服务常用英语培训 - 制度大全
酒店服务常用英语培训-制度大全酒店服务常用英语培训之相关制度和职责，1.Goodmorning/evening.Reservation.MayIhelpyou?早上好/晚上好,这里是...酒店客房预订部,请问需要什么帮忙吗2.WhatcanIdoforyou?我能为您帮什么忙吗3.Holdon...1. Good morning/evening. Reservation. May I help you?早上好/晚上好,这里是...酒店客房预订部,请问需要什么帮忙吗2. What can I do for you?我能为您帮什么忙吗3. Hold on line, please. Could you please hold on?请稍等(电话中) 请稍等,好吗4. Could you wait a minute, please?请稍等,好吗5. Are you with a company?您是公司预订吗6. May I know you departure date?请问您的离店日期是哪天7. How long will you stay with us?请问您住几天8. How many people are there in your party?您们一共几个人9. That will be four nights.四个晚上。
10. May I know the arrival date, please?请问哪天入住11. Is it just for tonight?请问只住今天一晚吗12. When do you check in?请问您什么时候入住13. Would you like a single room or a double room?请问你想订单人间还是双人间14. What kind of room would you like/prefer?请问您喜欢什么样的房间15. Would you please tell me your full name, please?请问您的全名是16. And your address, please?请问您的地址17. May I know you telephone number, Mr Smith?史密斯先生,请问您的电话号码是May I know your company name and how would you like to settle your payment?请问您的公司全称及付款方式18. We have a single available for those dates.我们还有一些单人间可以接受预订在那个时间段。
酒店英语培训资料
酒店英语培训资料酒店英语培训资料（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.”﹡客人喜爱听你称呼他的姓氏，因此尽可能常用，如：“王先生，陈小姐，李太太”等。
—“专门快乐再次见到您（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)?”—“我专门好，感谢，你呢？”“I’mfine,thankyou,andyou?”—“专门好，感谢您？”“I’mverywell,/I’mfine,too.Thankyou.”酒店英语培训资料：※UsefulWordsandExpressions:1)Sir2)Madam3)Miss4)Ms5)meet6)Goodmorning/afternoon/evening!7)Glad/Niceto…8)Howdoyoudo?/Howareyou?酒店英语培训资料（二）2、主动向客人提供关心:—“我能够帮您吗？”“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、记住一些能讨人喜爱的言词:—“感谢。
”“Thankyou.”—“别客气。
”“Youarewelcome.”—“对不起。
”“I’msorry.”—“没关系。
”“That’sallright.”—“请。
02. 各部门英语培训
英语培训手册English Training Manual 19页后无打印稿CONTENTS 目录Foreword 1 前言Part One 3 第一部分Courtesy English 基本礼貌用语Part Two 20 第二部分Front Office Service 前厅服务Part Three 31 第三部分Housekeeping Service 客房服务Part Four 46 第四部分Food and Beverage Service 餐饮服务Part Five 63 第五部分Recreation Service 康乐服务前言Foreword步入全球知识经济时代后，中国饭店业与国际接轨日趋紧密。
英语作为一种国际语言，是酒店员工与外宾交流的主要语言工具，已成为酒店员工需要掌握的一项基本技能。
为进一步提高员工的英语水平，酒店人力资源部特编写了这本英语培训手册，以方便员工随时学习。
学以致用，是我们学习的最终目标。
愿您不断在工作中找到学习的动力，在交流中获得分享知识的乐趣。
人力资源部AS the world has already stepped into the era of knowledge economy, China’s hotel industry is closely related to the international market. English, a word language, functions as a main tool or a basic ability for hotel staff to communicate with foreign guests. This English Training Manual is compiled by the Human Resources Department for the staffs study and improvement.Put what we learn into practice. Wish you would obtain motivationof the study from your working, and benefit from the learning.Human Resources Department基本礼貌英语Courtesy English一、欢迎问候语Welcome and Greeting1、Good morning (afternoon, evening) sir (madam).早上（下午，晚上）好，先生（夫人）。
英语培训管理制度
英语培训管理制度一、目的：提高全体员工英语水平；二、适用范围：酒店在岗的所有员工；三、责权（一）办公室部：1、制定酒店英语培训计划，并组织实施；2、负责组织酒店年度英语考核工作；3、负责英语培训讲师选拔工作；4、组织日常英语课培训；5、建立英语课程库以及考试题库；（二）英语培训讲师1、负责有计划的开设不同部门英语课程；2、对参训员工合格率负责；3、负责更新维护英语培训课件或教材；四、操作流程：（一）酒店级英语培训班：1、讲师选拔：（1）由办公室统一组织，依照《培训师管理制度》中有关选拔培训师的流程进行选拔，同时享受相应级别的讲师津贴；（2）由办公室聘请店外专业教师至本酒店进行英语教授；2、组织形式：时间培训课题人员讲师每周（星期二）前厅英语前厅部全体员工酒店内部培训师每周（星期四）客房英语客房部全体员工酒店内部培训师每周（星期三）餐厅英语餐饮部全体员工酒店内部培训师注：以上部门人员必须每两周至少参加一次英语培训；（2）培训考勤管理：A、员工必须严格依照培训班上课时间进行签到、签退，不得为他人代签，教员严把考勤关，实事求是做好考勤记录；B、迟到或早退超过10分钟每次罚款5元，累计达到三次者给予一次口头警告；C、参培人员按上课时间按正常出勤，如确因工作需要无法出勤，须出具书面请假条，并由部门负责人及培训经理批准同意；D、如无故缺勤者每次罚款10元，累计达到三次者取消其参训资格并永久无权参与英语培训；E、培训课堂有违纪行为者（如睡觉、考试抄袭）取消其参训资格并永久无权参与英语培训；五、以上规定自2009年9月1日起执行，如与之前有关制度冲突，以此规定为准。
厦门华侨大厦二00九年八月二十一日。
酒店客房服务英语培训 - 制度大全
酒店客房服务英语培训-制度大全酒店客房服务英语培训之相关制度和职责，1.Welcometoourhotel..欢迎光临我们饭店。
2.I’malwaysatyourservice,sir/madam.我随时为您服务,先生/小姐。
3.Afteryou,madam.小姐,您先请。
4.IhopeI’mnotdisturbingyou.G...1.Welcome to our hotel..欢迎光临我们饭店。
2.I’m always at your service, sir/madam.我随时为您服务,先生/小姐。
3.After you, madam.小姐,您先请。
4.I hope I’m not disturbing you. Good night.但愿我没有打扰您,晚安。
5.When would you like me to make-up/tidy your room, sir?您需要我什么时间来我为您整理房间,先生6.Housekeeping. May I come in?客房服务员。
我可以进来吗7.Please leave your laundry in the laundry bag.请把要洗的衣服放在洗衣袋中。
8.I hope I’m not disturbing you.我希望没有打扰您。
9.One moment, madam. I’ll bring it to you right away.等一会,夫人。
我马上送来。
10. I will call the electrician right now.我现在给您请电工。
11.Turn-down service.夜床服务。
12.I’m glad to serve you .很高兴为您服务。
13.Please send someone to pick up my laundry.请派人来取我的衣服。
14.May I tidy your room now?我现在可以整理您的房间了吗15.Do you have any laundry?您有衣服要洗吗16.Thank you, but we can’t accept it.谢谢您,但是我不能接受。
客房服务员专用英语培训 - 制度大全
客房服务员专用英语培训-制度大全客房服务员专用英语培训之相关制度和职责，客房服务员专用英语:1.Yes,wedohaveareservationforyou.对了,我们这儿是有您预订的房间。
2.WouldyoupleasefilloutthisformwhileIprepareyourkeycardforyou请您把这份...客房服务员专用英语:1.Yes, we do have a reservation for you.对了,我们这儿是有您预订的房间。
2.Would you please fill out this form while I prepare your key card for you请您把这份表填好,我同时就给您开出入证,好吗3.What should I fill in under ROOM NUMBER房间号码这一栏我该怎么填呢4.I'll put in the room number for you later on.过会儿我来给您填上房间号码。
5.You forgot to put in the date of your departure.您忘了填写离店日期了。
6.And here is your key,Mr.Bradley.Your room number is 1420.给您房间的钥匙,布拉德利先生。
您的房间号码是1420。
7.It is on the 14th floor and the daily rate is＄90.房间在14层,每天的房费是90美元。
8. Please make sure that you have it with you all the time.请务必随时带着它。
9.I'll take a look at the hotel's booking situation.我来查看一下本店房间的预订情况。
10.I'm glad that we'll be able to accept your extension re-quest.很高兴我们有办法接受您延长住宿的要求。
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酒店服务英语培训-制度大全
酒店服务英语培训之相关制度和职责，一、预定1、上午/下午/晚上好,我能为您做些什么.................,MayIhelpyou?2、请问您一共有多少人来用餐Howmanypresonsarethereinyouparty,Sir/Madam?Howmanygicests...
一、预定1、上午/下午/晚上好,我能为您做些什么.................,May I help you?
2、请问您一共有多少人来用餐
How many presons are there in you party,Sir/Madam?
How many gicests are coming?
3、请问您几点到
What time would you like to arrive?
4、请问您贵姓
May I have your name,please?
5、可以留下您的联系方式吗
May I take your telephone number,please?
6、请问您有什么需求需要我们做准备的
Is there anything specis you would like us to prepore?
7、如果您有什么要求,请通知我们。
If you have further requiements,please let us know.
8、恐怕我们餐厅给您留座到晚上8:00。
I'm afraid that we only can guarantee the table before 8:00in the evening.
二、迎宾
1 、上午好,欢迎光临。
Welcome to our restanrant.
2、我能为您做些什么
May I help you?
3、请问您是否有预定
Do you have a reservation?
4、请问您一共有多少人来用餐
How many persons
5、请这边走/请跟我来。
This way please/Follow me,please.
6、先生,您看见在这里可以吗
Would you like to sit here,sir?
7、您是愿意靠窗户坐还是靠门坐呢
Which do you prefer,by the window or near the door?
8、您对这张餐桌还满意吗
Is this table fine with you?
9、这是您的菜单,先生。
Here is the menle for you,sir.
10、对不起,先生,我们现在没有空餐桌,请您在酒吧稍等一会儿,好吗有空桌,我们会立刻通知您。
I'm sorry,sir,we don't have a free table now,Would you like to have a drink in the bar?We'll call you as soon as possible.
11、先生,对不起,让您久等了。
I'm sorry to keep you waiting,sir?
12、如果您在用餐时有什么问题,请告诉我。
If you need any help,please call me.
三、点菜
1、请问我可以为您点菜吗
Are you ready to order now?
2、请问您想吃些什么
What would you like to order?
3、请问您还需要点别的吗
Would you like some more?
4、请问您的牛排要几成熟
How would you like your steak coled?
(Rare一成熟;
Medium Rare 三成熟;
Medium五成熟;
Medium Well 七成熟;
Well Done 全熟)
5、对不起,先生,这道菜已卖完。
I'm sorry sir ,we don't have any more.
四、征询意见
1、请问您对一切还满意吗
Is everything to you satisfaction?
Is everything all right with your med?
2、请问您还需要我为您提供些什么吗
Is there anything eles that I can do for you ?
Can I bring you anything else?
3、请问我能清理餐台吗
May I clean your table now?
Would you like me to clear you table?
五、致歉
1、先生,实在对不起,我为我刚才的鲁莽行为向您道歉。
I'm terribly sorry for such a mistake sir?
2、先生,对不起,我马上给你换一盘。
I'm change it right away.
3、实在对不起,我马上报告主管。
I’m very sorry ,I'll call the superrisor.
4、我再次向你道歉。
I would like to apologize once again.
5、对不起,但我们很高兴您向我们指正出来。
I'm sorry,but we glad you pointed this buttons.
六、结帐
1、请问您现在结帐吗
Would you like to have the bill now?
2、请问您是付现金还是使用信用卡结帐
Would you like to pay cash or by cred it card?
3、请问你们是分帐单是是合在一起
Would you like the amout on the same billor seperately?
4、对不起,我马上再重新算一遍。
Sorry,I shall add it up again.
5、对不起,您能告诉我哪儿错了吗
Sorry,wouldyou show me what is wrong.
6、对不起,您能告诉我您的房间号并出示您的房卡吗Sorry,may I have you room key and room card?
7、对不起,请您在这签个名。
Excuse me ,sir, would you please sign your name here?
七、送客
1、感谢您的光临希望再次为您服务。
Thank you,sir,we hope to see you again.
2、很高兴您用餐愉快,再见。
I'm glad you enjoyed your med,Good bye.
3、十分感谢,祝您有个愉快的夜晚,再见。
Thank you very much,Have a nice evening,Good Bye.
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