酒店英语培训资料
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,。
酒店英语培训资料
酒店英语培训资料一、培训目的酒店英语培训的目的是帮助酒店员工提高他们的英语沟通能力，以提供更好的服务。
随着旅游业的快速发展，英语已经成为酒店行业中不可或缺的语言。
酒店员工需要能够流利地与国际客人进行沟通，合理地使用酒店专业英语词汇，提供专业而周到的服务。
二、培训内容1. 基本表达在酒店英语培训中，我们将重点关注基本表达能力的提升。
包括但不限于以下内容：•问候客人并提供帮助•介绍酒店设施和服务•向客人说明酒店政策和流程•接听电话并处理客人的请求•处理客户投诉和问题2. 酒店专业英语词汇在酒店行业中，有很多专业术语和词汇需要掌握。
这些词汇包括但不限于以下内容：•房间类型和设施•餐厅和酒吧服务•酒店预订和入住流程•客人服务和行政服务3. 语法和语音除了词汇外，酒店员工还需要掌握一定的语法知识和正确的语音发音。
毕竟，良好的语法和清晰的发音能够更好地与客人进行沟通，避免产生误解。
•英语基本语法知识•声调和重音规则•流利的口语表达4. 情景演练和角色扮演为了更好地帮助员工应对各种实际工作中可能遇到的情况，我们将设置一些情景演练和角色扮演的活动。
通过这些活动，员工将有机会模拟真实情况并实践所学知识。
•客人入住和退房•接待客人和提供服务•处理客户投诉和问题三、培训方法为了提高培训效果，我们将采用多种培训方法和教学工具。
1. 课堂教学我们将组织定期的课堂教学，讲解基本表达、专业英语词汇、语法和语音等知识点。
课堂教学将通过投影仪展示演示，并提供相应的学习材料。
2. 小组讨论和练习除了课堂教学，我们还将组织小组讨论和练习的活动。
在这些活动中，员工可以共同讨论和解决问题，并进行角色扮演。
3. 游戏和竞赛为了增加培训的趣味性和活跃性，我们还将组织一些游戏和竞赛。
通过游戏和竞赛，员工可以巩固所学知识，并增强团队合作能力。
4. 在线学习资源为了方便员工的学习，我们还将提供在线学习资源。
员工可以根据自己的时间和进度学习，并参与在线讨论和测试。
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
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。
酒店餐饮常用英语培训
酒店餐饮常用英语培训以下为您提供 20 个酒店餐饮常用的英语培训内容：1. "Reservation" [ˌrezəˈveɪʃn]- 释义：预订；预约- 短语：make a reservation 预订- 用法：We need to make a reservation for dinner. （我们需要预订晚餐。
）- 例句：I have a reservation under the name Smith. （我有一个以史密斯名字预订的。
）2. "Menu" [ˈmenjuː]- 释义：菜单- 短语：à la carte menu 点菜菜单- 用法：Can you please give me the menu? （能请您给我菜单吗？） - 例句：The menu offers a wide variety of dishes. （菜单提供了各种各样的菜肴。
）3. "Appetizer" [ˈæpɪtaɪzə(r)]- 释义：开胃菜；前菜- 短语：order an appetizer 点一份开胃菜- 用法：The appetizer was very delicious. （这道开胃菜非常美味。
） - 例句：We started with some appetizers before the main course.（在主菜之前我们先吃了些开胃菜。
）4. "Main course" [meɪn kɔːs]- 释义：主菜- 短语：choose the main course 选择主菜- 用法：The main course will be served shortly. （主菜很快就会上。
）- 例句：I ordered the steak as my main course. （我点了牛排作为我的主菜。
酒店英语培训资料
酒店英语培训讲义Hotel English( Veegle Hotel·Hangzhou)第一讲日常用语Part One Daily Expressions基本用语与对话Basic sentences & Conversation 词汇Useful words●早上（下午/晚上）好，怀特先生。
Good morning (afternoon/ evening), Mr. White.●您好。
How are you?How do you do?●再见。
Good-bye.●明天见。
See you tomorrow.●谢谢您的光临。
Thank you for your coming.●非常感谢。
Thank you very much.●欢迎来酒店。
Welcome to Veegle hotel.●我可以帮您什么吗？May I help you?What shall I do for you?Is there anything I can do for you?●这个给您。
Here you are.●很高兴能为您服务。
It’s my pleasure to be at your service.My pleasure to serve you.●请稍等。
Please wait for a moment.Just a minute, please. Hotel 酒店，宾馆General manager总经理Deputy general manager副总经理Director 总监Manager 经理Supervisor 主管Captain 领班Assistant Manager大堂副理Front office 前厅部Housekeeping 客房部/管家部Engineering Department工程部Finance Department财务部Security DepartmentSafety Department安全部Sales & Marketing市场营销部Food & Beverage餐饮部●对不起，让您久等了。
酒店前台部英语培训
前台部英语培训（一）自我介绍/ Self introduction姓名/Name 年龄/Age 性别/Gender 身高/Stature 名族/Nation语言/Language 婚姻/Marriage 兴趣爱好/Hobby 特长/One’s Strong Suit教育/Education 工作经验/Work Experience 工作成绩/Work Achievement职位/Position 工作年限/Work Duration 面试/Interview（二）酒店设施设备客房/Guest Room:普通房/Standard Room 豪华房/Deluxe Room 套房/Suite Room行政套房/Executive suite 总统套房/Presidential Suite 公寓/Apartment Room复式套房/Compound Room 单人房/Single Room 双人房/Twin Room 三人房/Triple Room餐饮/Food & Beverage:中餐厅/Chinese Restaurant (The Garden Restaurant) 会议室/Conference Room宴会室/Banquet Room 西餐厅/Western Restaurant (The Mien Café) 酒吧/Bar (The Long Bar)康体娱乐设施/Heath & Entertainment Facilities: 羽毛球/Badminton Court 篮球馆/Basketball Court 网球馆/Tennis Court沐足馆/Massage Room 麻将室/Mah-jiong Room 桌球/Snooker 泳池/Swimming pool (Out Door)（三）对话练习Dialogue AG: This is John speaking from room 6311, I want somebody to help me take my luggage.S: Certainly! Mr.John! Can I ask how many pieces of luggage do you have?G: Five.S: OK, The bellboy will come to take them right now!G: By the way! Can you prepare my bill now? I’m in hurry to catch the flight/ go to the airport.S: No problem!Dialogue BG: Can you wake up me tomorrow?S: Y es sir! May I know your room number?G: 6311.S: May I know what time would you like to wake up?G: A quarter to 7 o’clock/ six forty five.S: OK. We will call you on time. Good night!G: Thank you! By the way, where is the breakfast?S: It’s in the western restaurant. And it’s from 7-10 o’clock.G: Where is it?S: It’s on the first floor of 6th block.G: I see. Thank you! Good night!Dialogue CG: It’s something wrong with my air-condition in the room./ My toilet is not work.S: I’m sorry sir. May I know your room number?G: 6311.S: Don’t worry sir! The engineer will come to check & fix it as soon immediately!S: Good evening! Sir.The calling from reception. We are so sorry to inform you that the air-condition could not ready tonight! There was a terrible problem of if, we should contact to professional people to fix it tomorrow. Can we help you to change another room?G: OK! Which room?S: The new room is 6310. Please pack your luggage and waiting in your room. The bellboy will come & help you change the room.G: OK!Dialogue DG: Do you have laundry service?S: Y es! There are laundry list & laundry bags in the room. Please fill in it & pack you clothes. Then just leave its on the bed. The housekeeping will take its in the morning.G: When can I take its back?S: If deliver before 10 o’clock in the morning. Its can sent back at 7 o’clock in the evening.G: Do you have express service?S: Y es! We have. Express service can take it back after six hours from delivering. But it should be sent before 5 o’clock.G: I see. Thank you very much! Y our English is very good.S: Thank you! It’s my pleasure to help you! We hope you will enjoy you stay with us!Dialogue EG: Do you have room service?S: Y es! There is a menu in the drawer. And the room service phone number was marked on the telephone. It’s open until 2 o’clock in the early morning.G: Thanks. Can I ask massage service in room?S: Sorry! Sir.We don’t have massage service in the room. Y ou’d better to go to the massage centre. It’s on the 5th block. Business time is 10 o’clock in the morning to 12 o’clock at night.G: Thank you!Dialogue FG: I want to play golf tomorrow morning. Can I book your golf car at 7 o’clock.S: No problem! How many people are there in your party?G: Only one.S: Ok! The car will waiting for you on time tomorrow morning.G: By the way, can I ask a late check out?S: So when will you check out?G: About three o’clock.S: I’m sorry sir! We only can approve you free late check out until one o’clock. After it you should pay half charge.Dialogue GG: Can get more slippers/ bath robe/ tooth brush? Can you sent me a adapter/ hair dryer/ iron & iron board?S: No problem. May I know your room number?G: 6311.S: OK! The room attendant will bring to you immediately.Dialogue HS: Good afternoon! Reservation! Tracy speaking may I help you?G: I want to book a single room on this Friday.S: Please wait a moment. Let me check our rooms availabilities/ vacancy of that date…..Sorry to keep your waiting,madam. Y es, we have the vacancy/ don’t have any single rooms available of that date.May I know in whose name would you like to book/ would you mind a twin beds room to instead? G: MICHELLS: How many night would like to stay?G: Three.S: So the price is RMB922net on the weekend & RMB717net on the weekdays.G: OK! I get it.S: May I know you phone number?G: 12345111S: May know when will you upon?G: About nine o’clock in the evening.S: OK! Ms.Michell. your room was booked, let me repeat your reservation. It’s a single room for Ms.Michell from this Friday to Monday. The price is RMB922net & RMB717met.G: Correct!S: Thanks for your booking. We are looking forward to serving you.Dialogue IG: I have a reservation.S: May I have your name or your passport?G: Here you are.S: Y es,your booking is a single room stay here for three nights.G: Correct!S: Please fill in/ writ down your home address and sign your name here.S: May I ask how would you like to pay/ settle your deposit/ bill? By credit card or in cash?G: By credit card.S: May I have it?S: This is your credit card authorization voucher. Please sign your name here.S: This is your room card.The room number is 6311,on the third floor of 6th block.Please sign your name here to confirm all the details. The breakfast it in the western restaurant. It’s from 7-10 o’clock. It’s included. Just show your welcome card to take it.Out bellboy will show you to your room. We hope you will enjoy your staying with us.Dialogue JG: I want to store/ keep my luggage.S: Is there anything valuable or breakable inside?G: No!S: May ask what time will you take it back?G: About 5 o’clock in the afternoon.S: OK! Its totally three pieces. Please sign you name on this luggage tap.G: Here is your tap. Please show it when you take back your luggage.（四）常用句子Useful Sentences1. Could you speak slowly and loudly?2. Pardon? I’m sorry sir. I don’t know what do you mean. Please wait a moment/ hold the line. I willbring my manager to you.3. Thank you for your understanding.4. I’m afraid it’s against our policy.5. We have shuttle bus from hotel to golf club/ swimming pool. It’s leaving for every one hour.6. Anything else I can do for you? Just let me know.7. Let me help you with your luggage.8. I’m always at your service.9. I’m afraid the room is not ready yet. The will be delay about half an hour.10. We apologize for the inconvenience. What about having some drink in the western restaurant. Andwe will take care of you luggage11. We really apologize for the delay.12. I’m sorry, there could be some mistakes.13. Never mind.14. It’s all right./ It’s doesn’t matter.15. Right away, sir.16. Wish you have a good trip.17. The same to you.18. We don’t have shuttle bus to GZ city centre. Y ou’d better to rent our hotel car. It’s cost RMB300.19. It’s about twenty five minutes/ forty five minutes from hotel to the airport/ GZ.Show DirectionsEast/ 东South/ 南West/ 西North/ 北In front of/ 在….前面beside/ 旁边behind/ 后面above/ 上面Below/ 下面on/ 上面under/ 下面river/ 河crossroad/ 十字路口bridge/ 桥traffic light/ 交通灯block/ 街区Corner/ 拐角on the left/ 在左边on the right/ 在右边at the end of/ 在最后cross the street/ 过马路turn left/ 转左turn right/ 转右in the next/ 在下一个Near by/ 附近，旁边go straight/ 直走road sign/ 路标by bus/ taxi/ 乘车on foot/ 步行drive along/ 一直往前开keep straight on/ 继续走下去。
酒店常用英语培训资料
8.对女客人，不论年龄都可以用'
众所周知，男宾客用称呼，女宾客则以'称呼，'是的俗称。年轻的女客人如果以中文称呼她“女士”，多少会有些奇怪的感觉，但'的使用则与年龄无关。
另外，在和客人打招呼时，最好用, / '。切忌以.或.相称。在招呼小客人时，可以只用，但不可以称呼小客人为或。
刚开始时，不要存有非说得很流利不可的想法，只要把握每一次说话的机会，就是进步的秘诀。
2.用心听客人说话不懂时可以再问一次
初学英语时，应先练习听力，训练自己的耳朵，以便跟得上客人的说话速度。
接待客人时，在确定了客人的意思或要求之后，应该重复确认一遍。有不懂得地方马上再问一次。假装听懂了，很容易会误人误己，是绝对行不通的。如果仍然听不懂，可以对客人说“a , .”然后找来上级应对。
~ ?您介意~吗？
下列为“疑问词+ ~ ?”的句型，只能用于询问客人的希望。
JadeBuddhaTemple?您什么时候参观玉佛寺？
?您想去哪里吃午餐？
?您想要什么时候用餐？
?您想和谁联系？
?您为什么想去香港？
?您喜欢哪一种房型？
?您想去参观哪一间博物馆？
?您想用什么方式付帐？
?您住多久？
?您要买几张票？
提供建议或服务给客人时，用I ~ ?与~ ?的意思相同。
I ?需要我把窗帘拉上吗？
I a ?需要我叫服务生来吗？
I a ?需要我画张地图给您吗？
I ?需要我替您订房间吗？
2.打招呼
向宾客问候时，必须始终面带微笑用眼睛看着对方。不要说或应该按照时间来说：
酒店基础英语培训
02
Basic knowledge of hotel English
Common vocabulary used in hotels
Check in
Handle check-in procedures, including confirming guest identity, registering check-in information, etc.
• Group discussions: Conversational English and hotel specific vocabulary will be discussed in small groups, sourcing participants to engage in conversation and practice their language skills
Restaurant
A restaurant that provides catering services.
Check out
Handle check-out procedures, including checkout, organizing guest rooms, etc.
Guest room
Introduce hotel facilities and services, including restaurants, gyms, conference rooms, etc.
Inform guests of the breakfast time and location, as well as other hotel regulations and precautions.
Check in service English
酒店各个部门英语培训500例
Hotel Housekeeping English 酒店客房英语
Housekeeping, May I come in, sir(madam)？ 客房服务员，我可以进来吗，先生（女士）？
May I make up your room now, sir (madam)? 我现在能为您清扫房间吗？先生（女士）？
酒店公共英语
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)
Good morning, sir. Are you checking-out? 早上好，先生，请问您要退房吗？
Here is your… 这是您的***
Hotel Front Office English 酒店前厅英语
Did you have any reservation, sir (madam)? 请问您有预订吗, 先生（女士）?
show me your license for registration，please？
Thank you, sir. 谢谢您，先生。
You are welcome/that’s all right 不客气。
Pardon? 对不起？
I beg your pardon? 对不起请再说一遍好吗？
Thank you for calling. 感谢您的来电。
you like pay any deposit for miscellaneous? 您的公司为您付房费,您可以付一下杂费押金吗?
Thank you, sir. How can I establish your method of payment? By credit card or cash? 谢谢您,先生.请问您怎么付押金?用信用卡还是 现金?
酒店英语培训EnglishLesson1
Responding appropriately
Staff should respond promptly and courteously to guests' inquiries or
requests, whether it is providing information, solving problems, or
Do you require a wake-up call? We offer a variety of room service options.
Common hotel expressions
We apologize for any inconvenience.
The front desk is open from 8 am to 10 pm.
Gain confidence in speaking English in a hotel setting
04
Learn to effectively deal with guest requests and complaints
course arrangement
Lesson 1
Introduction to the Hotel Industry and Basic Vocabulary
Room service
• Here is your order, please check if everything is correct.
Room service
Payment and feedback
Your payment has been processed. Do you need anything else?
Lesson 2
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。
酒店英语培训资料
酒店前台常用英语培训资料1一．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。
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办理退房 check out
办理退房
❖ please show me your room card.
❖ 请给我您的房卡
❖ Here is your bill . It’s 2000 Yuan in all. ❖ 这是您的账单。总共2000元。
❖ Will you pay in cash or by credit card ?
❖ 先生，请问您是用现金付款还是用信用卡付账？
❖ Please check it and sign here.
❖ 请核对一下，在这里签个字。
❖ I will write out a receipt for you .
❖ 我给您开一张收据。
❖ Thank you for living in **hotel, welcome for the next time.
❖ 您应预期付500人民币的定金或者提供您的信用卡作担保。
❖ Mr luo,Because you did’t offer your credit card for insurance, we will keep the reservation till twenty o’clock of the day ,if you have any change ,please call us ,thank you .
❖ 一般房型及相关设施均有中英文对照，员工 不必死记硬背。重点要向客人介绍酒店的特 点及特色。
❖ 例如：“Our hotel is five-A environmental-friendly hotel according to the latest standard of ratings （我们酒店是按照最新等级评定标准来划分的绿色 环保5A酒店）
❖ 请去那边帐台付款。
❖ If you leave after 6:00 p.m , you’ll have to pay the full account.
❖ 晚上六点以后退房,按全天收费计算.
❖ I feel terribly sorry . this is the busiest season and all kinds of rooms are fully booked.
如何强化培训
第一步注意事项
❖ 一、力求听懂客人关键词语，并迅速作出判断，不 必猜测整句话的意思。
❖ 例如：客人提出“May I change the Business Room to
Business Suite ?”（我是否能把商务房换成商务套房？）这 句话的关键词是“change”（换）。这就要求前台员工有灵 活应变的能力。
中南集团常用英语培训
前厅篇
为何要强化英语培训
❖ 影响酒店员工提高英语能力的主要因素有三 个：
❖ 一、外宾少，没有语言环境； ❖ 二、不敢上前与外宾对话； ❖ 三、自觉和酒店组织的强化培训机会少。
如何强化培训
❖ 强化培训可分两步。 ❖ 第一步：熟记常用英语，规定时间，死记硬
背（不讲解语法）。
❖ 然后在每天上班前后短暂的休息时间内进行培训， 轮流对话，强化模拟，随时纠正发音。一周后，由 主管排出值台表，要求轮流为外宾服务（第一次可 由主管陪同），活学活用。
❖ 很抱歉先生，您的房间还需要几分钟才能收拾好，我先帮您 办理入住，然后您先到那边休息一下可以吗？
❖ Please show me your identification. (passport , identification )
❖ 请您出示证件。 (护照，身份证)
❖ This is your room card and room key?
前台电话预订 Take reservation
前台接听预定电话
❖ For which dates do you want to book the rooms ?
❖ 您想订哪几天的房间呢？
❖ What time will you be arriving? For which date ?
❖ 您将在何时到达？哪天到
❖ 因为您没有提供信用卡担保，我们的房间保留到当天晚上八 点，如果您有变动请事先通知我们
❖ Thank you for calling **hotel again, bye.
❖ 再次感谢您致电***酒店，再见。
办理入住 check in
办理入住
❖ Good afternoon ,sir,welcome to **hotel, Are these your baggage？May I take them for you?
❖ 请问您的姓名。
办理入住
❖ I am sorry sir, I’m afraid your room will be ready in a few minutes .We are sorry for that, I will help you check in, then would you please sit there and have a rest for a few minutes？
❖ May I know your name and telephone number?
❖ 您能告诉我您的名字和电话号码吗？
❖ How long will you be staying? For how many nights ?
❖ 您将要住多久？几个晚上
❖ I’d like to confirm your reservation.
❖ 这是您的房卡和房间钥匙。
办理入住
❖ Please pay a deposit of RMB500 , How would you like to pay , sir , in cash or by credit card ?
❖ 请付500元作为押金，您想用现金付还是刷信用卡
❖ Please pay at the cashier's desk over there.
❖ 下午好先生，欢迎来到**酒店，这些是您的行李吗？我来帮 您提行李
❖ Good evening , sir . Welcome to our hotel .
❖ 晚上好，先生，欢迎光临
❖ Do you have a reservation , sir ?
❖ 先生，您有预订ase?
❖ 二、不要试图拚凑完整的一句话再回答客人。
❖ 这样既浪费时间，也无把握。在明白意思后，给予简短回答 即可。当然，如果自己根本不能回答，应立即向客人说： “Wait a minute ,please”，（请等一会儿。）然后迅速请主
管解决。
如何强化培训
❖ 第二步：要求服务员能熟练地运用英语介绍 和推销本酒店的房型、相关配套及房价。
❖ 再次感谢入住***酒店，欢迎下次光临
❖ 我要确认一下您的预订。
❖ Wait for a moment ,I’ll check the room availability.
❖ 请稍等，我查查客房预订情况。
前台接听预定电话
❖ You should pay a deposit of RMB500 beforehand or offer your credit card for insurance .