酒店常用英语精品PPT课件
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酒店英语-unit-1PPT课件
me to book them a triple room for October 9th.
J:Just a minute, please. I’m sorry, sir. We’re fully booked
up on that date.
S:Oh, that’s too bad.
J:I’m sorry, we’re rather full at the moment. Can I
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S: 我叫 Stephen. S-t-e-p-h-e-n. J: 谢谢您｡您什么时间会入住呢? S: 我想大约是下午三点钟吧｡ J: 我想再一次确定一下您的预订｡您要预订一间时间
从5月9日星期三到5月12日星期六共三个晚上,价 钱为人民币每晚380元的临街单人间｡我的名字是 简,我们期待下个星期三见到您光临｡ S: 好的,一切都办妥了,再见｡ J: 再见｡
J: Tiantian Hotel. Room Reservations. Good afternoon. S: I’d like to book a single room for Wednesday next week. J: That’s fine, sir. A single room for Wednesday, May 9th, with a
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Dialogues
J=Jane (Receptionist) S=Stephen Nobel (Guest)
Dialogue 3
We Are Fully Booked 客房已满
J:Room Reservations. Good morning. May I help you?
S:Yes, I have some friends coming to China and they want
酒店英语一ppt
Concierge services
The Concierge can assist with any requests or information you may need during your stay
04
Hotel Catering English
Western Restaurant English
Chinese Restaurant English
Recommended dishes: Familiar with the dishes on the menu, able to recommend suitable dishes based on the customer's taste and needs, and provide corresponding introductions and explanations.
Ordering service: Familiar with the dishes on the menu, able to accurately describe the characteristics and flavors of each dish, and provide ordering suggestions.
Express checkout
The front desk staff should be able to handle express checkout to ensure a smooth and effective process for guests in a timely manner
Hotel English 1
CATALOGUE
目录
Basic knowledge of hotel English Hotel front desk English Hotel Room English Hotel Catering English English for other hotel services
The Concierge can assist with any requests or information you may need during your stay
04
Hotel Catering English
Western Restaurant English
Chinese Restaurant English
Recommended dishes: Familiar with the dishes on the menu, able to recommend suitable dishes based on the customer's taste and needs, and provide corresponding introductions and explanations.
Ordering service: Familiar with the dishes on the menu, able to accurately describe the characteristics and flavors of each dish, and provide ordering suggestions.
Express checkout
The front desk staff should be able to handle express checkout to ensure a smooth and effective process for guests in a timely manner
Hotel English 1
CATALOGUE
目录
Basic knowledge of hotel English Hotel front desk English Hotel Room English Hotel Catering English English for other hotel services
酒店英语(课堂PPT)
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Exห้องสมุดไป่ตู้use me，
但是不可以直接称呼boy或girl.
.
4
基本待客英语
• 基本句型
➢ May I ...? ➢ Could you ...? ➢ Would you ... ? ➢ Shall I ... ?
.
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回答
• 要麻烦客人或是拒绝客人的要求
I am afraid I can’t do that. Excuse me, sir. Please let me pass.
• 道歉
I am very sorry for the delay. I am very sorry for the inconvenience. I would like to apologize for the mistake.
Shall I draw the curtains? Shall I draw you a map? Shall I make the reservation for you?
.
9
招呼语
• Good morning. 中午之前 • Good afternoon. 中午至下午六点以前 • Good evening. 下午六点过后
hotelbusinessenglishhotelbusiness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
酒店英语
English for Hotel Business
.
1
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。
酒店餐饮英语PPT
• 苹果 Apple
• 梨 Pear [pɛə]
桃 Peach [pi:tʃ]
香蕉 Banana [bə'nɑ:nə]
• 西瓜Watermelon['wɔ:tə.melən] • 哈密瓜 Harmi Melon
• 葡萄 Grape[greip]
• 荔枝 Lychee ['laitʃi:]
• 菠萝 Pineapple['pain.æ pl] • 木瓜papaya [pə'pɑiə] • 草莓 strawberry ['strɔbɛrɪ] • 樱桃 Cherry['tʃeri]
（二）表示欢迎： Wolcome to our restaurant. 欢迎来到我们餐厅。
（三）给客人带路 This way, please.请这边走！ Come in and sit down please.请里边坐！
（四）给客人菜单 Here is the menu.菜单给您。
（五）问客人是否准备点餐？ Are you ready to order now?您现在准备点餐吗？
大米饭 、 面条 、 饺子 盐 、醋 、 茶 、 粉 、 番茄酱 、可口可乐 酒、
、 粥 、 黄油 胡椒粉 、芥末粉
、矿泉水 、啤酒
威士忌 、白兰地 、伏特加 、苹果汁 、
、 、咖喱
、葡萄
二、当客人就餐时，有哪八步是需要注意的。
（一）如何问好！ （二）如何表示欢迎？ （三）如何给客人带路？ （四）如何给客人菜单？ （五）如何询问客人是不是要点餐？ （六）如何表达请客人稍等？ （七）如何询问需要什么帮助？ （八）需要打断客人的时候应如何表达？
Thank You Very Mu条noodle ['nu:dl, 'nu:dəl]
• 梨 Pear [pɛə]
桃 Peach [pi:tʃ]
香蕉 Banana [bə'nɑ:nə]
• 西瓜Watermelon['wɔ:tə.melən] • 哈密瓜 Harmi Melon
• 葡萄 Grape[greip]
• 荔枝 Lychee ['laitʃi:]
• 菠萝 Pineapple['pain.æ pl] • 木瓜papaya [pə'pɑiə] • 草莓 strawberry ['strɔbɛrɪ] • 樱桃 Cherry['tʃeri]
（二）表示欢迎： Wolcome to our restaurant. 欢迎来到我们餐厅。
（三）给客人带路 This way, please.请这边走！ Come in and sit down please.请里边坐！
（四）给客人菜单 Here is the menu.菜单给您。
（五）问客人是否准备点餐？ Are you ready to order now?您现在准备点餐吗？
大米饭 、 面条 、 饺子 盐 、醋 、 茶 、 粉 、 番茄酱 、可口可乐 酒、
、 粥 、 黄油 胡椒粉 、芥末粉
、矿泉水 、啤酒
威士忌 、白兰地 、伏特加 、苹果汁 、
、 、咖喱
、葡萄
二、当客人就餐时，有哪八步是需要注意的。
（一）如何问好！ （二）如何表示欢迎？ （三）如何给客人带路？ （四）如何给客人菜单？ （五）如何询问客人是不是要点餐？ （六）如何表达请客人稍等？ （七）如何询问需要什么帮助？ （八）需要打断客人的时候应如何表达？
Thank You Very Mu条noodle ['nu:dl, 'nu:dəl]
酒店基础英语培训PPT课件
第21页/共34页
Useful Words 常用词回顾
1. 护照 passport
4. 点／整点 O’clock 2 o’clock 2点钟
2. 房号 Room number No./#
6. 离开 Leave
7. 空出，搬出 Vacate
3. 房卡
8. 免费 For free/free
Room card/key card
suites in our hotel. 我们有单间、双人间、套间和豪华套间。 • What kind of room would you like/prefer? A single room or a
double room? 您需要哪种房间？单人房还是双人房？ • 客人： I want a single room with window. 单人间，有窗户 • 回答：I’m sorry, we don’t have any single rooms left/all single
我抱歉。／我向你道歉。
第13页/共34页
Part four 致歉与答复（二）
道歉的答复： • That’s all right. 这没什么。 • That’s/It’s OK. 没事。 • It doesn’t matter. 没关系。 • Never mind. 不要紧，没关系。 • Let’s forget it./Forget about it./Forget it. 算了吧！
一／二／三…楼 First/second/third floor 1st/2nd/3rd/4th…
6. （从）…下来 Get off
7. 电梯 Elevator/lift
Part three 感谢与回答（一）
如何表达感谢？
Useful Words 常用词回顾
1. 护照 passport
4. 点／整点 O’clock 2 o’clock 2点钟
2. 房号 Room number No./#
6. 离开 Leave
7. 空出，搬出 Vacate
3. 房卡
8. 免费 For free/free
Room card/key card
suites in our hotel. 我们有单间、双人间、套间和豪华套间。 • What kind of room would you like/prefer? A single room or a
double room? 您需要哪种房间？单人房还是双人房？ • 客人： I want a single room with window. 单人间，有窗户 • 回答：I’m sorry, we don’t have any single rooms left/all single
我抱歉。／我向你道歉。
第13页/共34页
Part four 致歉与答复（二）
道歉的答复： • That’s all right. 这没什么。 • That’s/It’s OK. 没事。 • It doesn’t matter. 没关系。 • Never mind. 不要紧，没关系。 • Let’s forget it./Forget about it./Forget it. 算了吧！
一／二／三…楼 First/second/third floor 1st/2nd/3rd/4th…
6. （从）…下来 Get off
7. 电梯 Elevator/lift
Part three 感谢与回答（一）
如何表达感谢？
酒店英语-At-the-hotelppt课件
breakfast voucher 早餐券
1 New words & notes
key card 钥匙卡
1 New words & notes
American Express 美国运通卡
1 New words & notes
room service 客房送餐服务
1 New words & notes
turn-down service 铺床服务 room maid 酒店打扫人员
1 New words & notes
laundry service 洗衣服务
1 New words & notes
laundry bag 洗Байду номын сангаас袋
1 New words & notes
sofa bed 沙发床
1 New words & notes
bath 浴室
buffet restaurant 自助餐厅
Dialog reading(1)
Read dialog 1 and try to find out the questions Wang Mei asks when she reserves the hotel rooms.
Dialog reading(1)
❖ How can we find the hotel after we arrive?
A local guide will be meeting you at the airport and there will be a car or shuttle bus pick-up service, which is free of charge.
1 New words & notes
key card 钥匙卡
1 New words & notes
American Express 美国运通卡
1 New words & notes
room service 客房送餐服务
1 New words & notes
turn-down service 铺床服务 room maid 酒店打扫人员
1 New words & notes
laundry service 洗衣服务
1 New words & notes
laundry bag 洗Байду номын сангаас袋
1 New words & notes
sofa bed 沙发床
1 New words & notes
bath 浴室
buffet restaurant 自助餐厅
Dialog reading(1)
Read dialog 1 and try to find out the questions Wang Mei asks when she reserves the hotel rooms.
Dialog reading(1)
❖ How can we find the hotel after we arrive?
A local guide will be meeting you at the airport and there will be a car or shuttle bus pick-up service, which is free of charge.
《酒店实用英语》课件
Confirming the reservation details with the guest (arrival
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and department dates, contact information)
Room reservation
• Issuing a confirmation letter or email to the guest
Room reservation
"Yes, we have a room available. Would you prefer a
double or two bed?"
"A double bed please. What is the check out time on Wednesday?"
"Check out time is noon. Do you require breakfast in the
03
"Yes, please. I would like the full English breakfast."
Room service
• "Perfect, we will bring it to your room shortly. Do you need anything else?"
Room service
Apologies
If something goes wrong, express your Apologies using phrases like "I'm sorry for the inconvenience" or "We Apologize for the delay"
酒店英语PPT课件
Hotel
《酒店 英语》 English
1
Unit Ten Booking a Table
2
Booking a Table
I Discovering Language
3
Read and Explore
I. Discovering Language
Read the following, pay Байду номын сангаасttention to the sound-linking:
2.What are the main tasks for the food and beverage department? How the activities can be divided?
3. What is the major activity of the most hotels? Why does it say that the services in food and drink are very important?
preliminary adj. 初步的
sanitation n.卫生
account for 占…比重
proportion n.比例
sales outlets 销售渠道
lounge bars 休闲酒吧
6
Introduction
Even though the sleeping rooms provide the major source of income for a hotel, a quality food and beverage operation is often at the heart of various types of hotels. The food and beverage department is a very important division in a hotel. It is often one of the foremost income earners for the hotel, which can account for two fifth to one half of a hotel’s profit.
《酒店 英语》 English
1
Unit Ten Booking a Table
2
Booking a Table
I Discovering Language
3
Read and Explore
I. Discovering Language
Read the following, pay Байду номын сангаасttention to the sound-linking:
2.What are the main tasks for the food and beverage department? How the activities can be divided?
3. What is the major activity of the most hotels? Why does it say that the services in food and drink are very important?
preliminary adj. 初步的
sanitation n.卫生
account for 占…比重
proportion n.比例
sales outlets 销售渠道
lounge bars 休闲酒吧
6
Introduction
Even though the sleeping rooms provide the major source of income for a hotel, a quality food and beverage operation is often at the heart of various types of hotels. The food and beverage department is a very important division in a hotel. It is often one of the foremost income earners for the hotel, which can account for two fifth to one half of a hotel’s profit.
酒店英语PPT课件
12
• 让我看一下预定单 • Let me check the reservation list. • 您打算这住几晚？ • How long do you intend/plan to
stay at this/our hotel? • 您房间号是多少？ • What is your room number, sir?
• What’s the charge for a single room per night?
• How much do you charge for a single room per night?
11
你能告诉我您的姓名吗？
• Could you give me your name, please? • May I have your name, sir (madam)? • Could I have your name, please? • What’s the name, sir?
一下信息页。 • I need your signature here , please? • 我需要您在这签字
15
CHECK OUT
• The rent of your room will be paid by your host company while extra services should be at your expense.
酒店英语培训
1
酒店分类
• 商业性酒店 • Commercial Hotel • 长住型酒店 • Resident Hotel • 度假型酒店 • Resort Hotel • 会议型酒店 • Convention Hotel • 赌场酒店 • Casino Hotel
• 一星级酒店 • One-star Hotel • 二星级酒店 • Two-star Hotel • 三星级酒店 • Three-star Hotel • 四星级酒店 • Four-star Hotel • 五星级酒店 • Five-star Hotel
• 让我看一下预定单 • Let me check the reservation list. • 您打算这住几晚？ • How long do you intend/plan to
stay at this/our hotel? • 您房间号是多少？ • What is your room number, sir?
• What’s the charge for a single room per night?
• How much do you charge for a single room per night?
11
你能告诉我您的姓名吗？
• Could you give me your name, please? • May I have your name, sir (madam)? • Could I have your name, please? • What’s the name, sir?
一下信息页。 • I need your signature here , please? • 我需要您在这签字
15
CHECK OUT
• The rent of your room will be paid by your host company while extra services should be at your expense.
酒店英语培训
1
酒店分类
• 商业性酒店 • Commercial Hotel • 长住型酒店 • Resident Hotel • 度假型酒店 • Resort Hotel • 会议型酒店 • Convention Hotel • 赌场酒店 • Casino Hotel
• 一星级酒店 • One-star Hotel • 二星级酒店 • Two-star Hotel • 三星级酒店 • Three-star Hotel • 四星级酒店 • Four-star Hotel • 五星级酒店 • Five-star Hotel
酒店英语[ppt演示模板、实例]
![酒店英语[ppt演示模板、实例]](https://img.taocdn.com/s3/m/240514bbd15abe23482f4dec.png)
Front Office 前厅服务
1、入住登记
Check-in Service
2. 收银/退房
Check-out Service
3. 商务中心
Business Center
1. 问好
Good evening!
What can I do for you? / Can I help you ?
2. 您预定房间了吗？
6. 请问您要住几天？
How long will you be staying?/ how many nights?
7. 您是要用何种方式付押金呢？
Would you pay RMB1000 as deposit? Cash or credit card?
8. 祝您入住愉快！
I hope you will enjoy your stay with us .
2. I’d like to check out./ check out
Please check the bill , Would you sign your name on it ?
3. 结账方式
How would you like to pay , cash or credit card ?
4. 外币兑换
4. 请在这里签字好吗？
Would you sign your name here ?
Your signature please.
5. 请留下您的联系方式好吗？
May I have your cell-phone number ,please?
and your cell-phone number?
3. Woulபைடு நூலகம் you like something to drink with dinner? Would you like something to drink ? Something to drink?
酒店常用英语
• bedside table床头桌 • dressing table 梳妆台 drawer抽屉 match火柴
vase花瓶
armchair扶手椅 fruit 水果 ashtray烟缸 flower花
www.第一课件网.com
LOGO
Stationary文具
• Directory 服务指南 stationary 文具
LOGO
酒店常用英语
Essential English For Hotel
酒店组织机构 Hotel organization
•前厅部 •客房部 •餐饮部 •销售部 •安全部 •工程部 •人力资源部 •财务部 •总经办 Front Office（FO) Housekeeping Food& Beverage Department (F&B) Sales& Marketing Department (S&M) Security Department Engineering Department Human Resource Department (HR) Finance Department General Manager’ office
• telephone guide电话指南
• envelop信封 • a sewing kit针线包 fax paper传真纸 pencil铅笔 ball-pen圆珠笔 • magazine杂志
staple订书针
writing paper信纸 breakfast card 早餐牌 note pad记事本 postcard明信片 newspaper报纸 stapler订书机
LOGO
www.第一课件网.com
词汇表 Vocabulary
vase花瓶
armchair扶手椅 fruit 水果 ashtray烟缸 flower花
www.第一课件网.com
LOGO
Stationary文具
• Directory 服务指南 stationary 文具
LOGO
酒店常用英语
Essential English For Hotel
酒店组织机构 Hotel organization
•前厅部 •客房部 •餐饮部 •销售部 •安全部 •工程部 •人力资源部 •财务部 •总经办 Front Office（FO) Housekeeping Food& Beverage Department (F&B) Sales& Marketing Department (S&M) Security Department Engineering Department Human Resource Department (HR) Finance Department General Manager’ office
• telephone guide电话指南
• envelop信封 • a sewing kit针线包 fax paper传真纸 pencil铅笔 ball-pen圆珠笔 • magazine杂志
staple订书针
writing paper信纸 breakfast card 早餐牌 note pad记事本 postcard明信片 newspaper报纸 stapler订书机
LOGO
www.第一课件网.com
词汇表 Vocabulary
HotelEnglishConcierge酒店英语-礼宾服务ppt课件
case
箱子
baggage
行李
carry-on
手提行李箱
shoulder bag 挎包
suitcase
衣箱；手提箱
belongings
物品；财物
article
物品
wallet
钱包
handbag
手提包
backpack
背包
精品课件
Listen to the sentences, repeat and translate
精品课件
Lesson 2 我可以带您去您的房间了吧？ May I Show You to Your Room?
Talking to the Guest 情景会话 Bellboy: Good morning, sir. Guest: Good morning. Bellboy: May I show you to your room
精品课件
此课件下载可自行编辑修改，供参考！ 感谢您的支持，我们努力做得更好！
精品课件
精品课件
Your turn to try now.
Listen to the words and repeat.
comb
梳子
razor
剃须刀
soap
肥皂
astray
烟灰缸
wardrobe
衣柜
television
电视
mirror
镜子
plug
插头
air-conditioner 空调
看 =show sb sth. My pleasure.=(It’s) my pleasure.=You’re
welcome. =Not at all.
精品课件
酒店实用英语培训课件
Thank you for you staying here. 感谢您的光 临
What time is it? 现在几点钟 It’s 10:30 in the morning. 早上十点半 Please keep it. 请保管好 What do you think of our service. 您对我们的
销售部
Sales manager
销售经理
Food and beverage department 餐饮部
Housekeeping department 客房部
Personal and training department 人事培训部
Financial department
财务部
Engineer department
38 Here is your change.
这是找您的零钱
39 Go straight on, please.
请一直往前走
40 Turn left(right) please.
请往左（右）走
客房设施常用词汇
Air conditioner Dressing table Night table TV set Bathtub
牙刷 肥皂 牙刷 润肤乳 卫生纸 烟灰缸
Laptop Hairdryer Service guide Control panel
开关
手提电脑 吹风机 服务指南 床头灯
Luggage rack Safety box Switch Socket Mini-bar
行李架 保险箱 开关 插座 小冰箱
酒店公共英语
Hope you have a good time in our hotel.希 望您在我们酒店入住愉快
What time is it? 现在几点钟 It’s 10:30 in the morning. 早上十点半 Please keep it. 请保管好 What do you think of our service. 您对我们的
销售部
Sales manager
销售经理
Food and beverage department 餐饮部
Housekeeping department 客房部
Personal and training department 人事培训部
Financial department
财务部
Engineer department
38 Here is your change.
这是找您的零钱
39 Go straight on, please.
请一直往前走
40 Turn left(right) please.
请往左（右）走
客房设施常用词汇
Air conditioner Dressing table Night table TV set Bathtub
牙刷 肥皂 牙刷 润肤乳 卫生纸 烟灰缸
Laptop Hairdryer Service guide Control panel
开关
手提电脑 吹风机 服务指南 床头灯
Luggage rack Safety box Switch Socket Mini-bar
行李架 保险箱 开关 插座 小冰箱
酒店公共英语
Hope you have a good time in our hotel.希 望您在我们酒店入住愉快
《酒店专业英语》课件——Room Cleaning Service 客房清洁服务_
床整理好了，另外我在洗手间多放了两条干净 的毛巾。
三、Listening Comprehension
1. Listen and Answer (omission )
2. Role-play the dialogue
8.1 Turn-down Service
开夜床服务
一、Lead-In
Question for discussion: What is turn-down service?
desk lamp 台灯 carpet n. 地毯 blanket n. 毯子 trash can 垃圾箱 washcloth n. 面巾 duvet n. 羽绒被 make up the room 整理房间 change the sheets 更换床单 make the bed 铺床 empty the garbage 倒垃圾 wastebasket（美） 废纸篓 tidy up 收拾好，整理好
(三) Useful Expressions
1. Housekeeping . May I come in? 客房服务员。可以进来吗？ --Come in, please.
2. I am sorry to disturb you. Do you want me to come back later?
我会尽快完成。
Useful Expressions
7. Is this trash? 这个是要扔掉的东西吗？
8. Could I get some extra towels, please? 能多给我些毛巾吗？
9. The bed is made and I put two extra towels in the bathroom.
1. Greet 2. May I clean the room? 3. Make up the room for the guest 4. Put some extra items requested by the guest 5. Bid farewell
三、Listening Comprehension
1. Listen and Answer (omission )
2. Role-play the dialogue
8.1 Turn-down Service
开夜床服务
一、Lead-In
Question for discussion: What is turn-down service?
desk lamp 台灯 carpet n. 地毯 blanket n. 毯子 trash can 垃圾箱 washcloth n. 面巾 duvet n. 羽绒被 make up the room 整理房间 change the sheets 更换床单 make the bed 铺床 empty the garbage 倒垃圾 wastebasket（美） 废纸篓 tidy up 收拾好，整理好
(三) Useful Expressions
1. Housekeeping . May I come in? 客房服务员。可以进来吗？ --Come in, please.
2. I am sorry to disturb you. Do you want me to come back later?
我会尽快完成。
Useful Expressions
7. Is this trash? 这个是要扔掉的东西吗？
8. Could I get some extra towels, please? 能多给我些毛巾吗？
9. The bed is made and I put two extra towels in the bathroom.
1. Greet 2. May I clean the room? 3. Make up the room for the guest 4. Put some extra items requested by the guest 5. Bid farewell
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8、对女客人，不论年龄都可以用Ma'am
众所周知，男宾客用sir称呼，女宾客则以ma'am称呼，ma'am是 madam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ma'am的使用则与年龄无关。
另外，在和客人打招呼时，最好用Excuse me, sir / ma'am。切忌以 Mr.或Miss.相称。在招呼小客人时，可以只用Excuse me，但不可以称 呼小客人为Boy或Girl。
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7、注意手势的使用.
在表达意思的时候，语言只能传达35%。有些事情在电话中没办法解决， 但当面洽谈却能马上迎刃而解，这是因为脸部的表情和动作能表达语言所 不能传达的意思。面对很难沟通的外宾时，加上手和身体的动作，有助于 意思的表达和沟通。但是，要特别注意手势的使用，因为手势所代表的意 思会因民族、习惯而有所差异。不过，指示方向时，则不会有任何差异。
以上这类情况如果用Would you ~ ? 来问，就变成上级对下级说话的口气，带有质问对方的意思，不适 合酒店服务人员使用，所以应特别留意。
询问客人的喜好或意愿时，用Would you ~ ?
Would you like to take
a taxi? 您需要出租车吗？
Would you like tea or
1
Could you fill out the form, please?
请填写这张表格好吗？
2
有求于客人时，用Could you ~ ?
Could you write that down, please? 请写下来好吗？
3
Could you hold the line, please?
请不要挂断电话好吗？
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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“Just a moment, please.”然后找来上级应对。
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5. 不要说“I don't know”
客人通常是有事相求或遇到麻烦时，才会开口询问的，如果以“不知道 ”一口加以回绝，会显得很不亲切。外籍客人或部分长期居住海外的华 侨，由于语言不通，所以常会有不安的感觉，有事请或麻烦时更需要有 人伸出援手，一句“I don't know.”只会使他更不知所措。适时加以协 助，才能建立酒店服务亲切的形象。
以下举几个例子，是比较正式和非正式英语的差别：
[非正式英语] What's your name? Do you want some tea? Over hare, please.
[正式英语]
May I have your name,please?
VS
Would you like some tea?
May I have your name, please? 请问贵姓？
May I see your passport, please? 我可以看一下您的护照吗？
May I have your check out time, please?
请问您什么时候结帐退宿？
•14
有求于客人时，用Could you ~ ?
酒店职场服务英语
2017年11月10日
01 接待宾客英语对话注意事项
内
02 前厅用语
容
03 客房用语
包
括
04 餐饮用语
05 礼兵用语及其他
06 酒店常用英语口语大全
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1. 不要太顾及文法 针对情况应对作答
俗语说“熟能生巧”只要多听多讲多练习，自然能说得很流利。最怕 一开始就想要像中文一样讲的百分百的完整、正确，而产生不敢开口 或构思半天才作答的毛病。切记，学习英语会话最忌害羞，英语并不 是我们的母语，讲错了也不用难为情，只要能使对方了解自己想说的 事，并且针对客人的问题作答，就已经相当不错了。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。
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3. 不要使用和朋友交谈式的英语源自酒店英语对话，是以商务英语为基础，必须正式、合乎礼节、具有格调 ，不可以使用和朋友交谈时的非正式英语。宾客至上，且酒店大部分是 招待社会地位较高或经济较充裕的阶层，讲话当然不能有失礼的地方。
酒店对话使用的即是正式的英语，故不会因为交谈对象的年龄、性别 而有所改变。另外，要注意尽量避免使用和客人一样的说话方式，使对 方误以为你在模仿。
Could you come this
way,please?
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4. 不要使用俚语（Slang）
俚语对整个社会通常由直接或间接的影响，也是语言的一个重要组成部 分。但是俚语必须用于适当的场合，对客人使用俚语，会被认为轻薄。 像O.K.，Sure，Yeah等最好不要使用，应该成“Certainly”之类比较庄 重的说法。
第一节
接待宾客英语对话句型
四种基本句型
May I ~ ?
我可以 ~ 吗？
Could you ~ ?
您可以 ~ 吗？
Would you ~ ?
您愿意 ~ 吗？
Shall I ~ ?
我可以 ~ 吗？
四种句型被广泛地应用在业务应对上。用法如下： 自己想做某些事情时，用May I ~ ? 想问不知道该不该问的问题时，用May I know?
如果客人询问的东西自己不知道或听不懂时，可以说：“Just a moment, please. I'll check that for you.”然后请上级或同事帮助。
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6、眼睛也会说话.
“说话的时候眼睛要看着对方”— 这是世界各国共同的原则 。尤其是西欧，说话的时候如果不看着对方，会被认为说谎 ，或是对自己所说的话没有自信。即使你满怀诚意和对方交 谈，眼睛却不看着对方，对方必然无法感受到你的诚意。不 管客人是多么的生气，你都应该开着他的眼睛，虚心的听他 说话。如此一来，至少能平息对方30%的怒火，我方的回答 或解释说明，自然也比较容易得到客人的理解。但如果只盯 着客人看，有时候会导致相反效果。应该适度点头和附和， 并配合诚挚、体贴的表情。