前厅部英语培训教程

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酒店前厅英语培训课件

2、I beg your pardon? / Pardon? 对不起（我没听清楚）。
3、Could you speak a little slower, please？
请您稍微讲慢一点。 4、What number are you calling?
请问对方什么电话号码。
5、Could you hold the line, please? 请不要挂机。
营业场所名称 Names of business place
前台商务中心健身中心咖啡厅美容美发中餐厅西餐厅
Front Office
礼宾部
Business Center 总机
Fitness center 大堂吧
Coffer Shop
收银
Beautபைடு நூலகம் Salon 商店
Chinese Restaurant
总经理 General manager 餐饮部 Food and Beverage Department 前厅部 Front office 客房部 Housekeeping Department 销售部 Sales and marketing Department 人力资源部 Human resource Department 培训部 Training Department 康乐部 Recreation Department 工程部 Engineering Department 保安部 Security Department 财务部 Financial Department 采购部 Purchasing Department
答谢用语 Thanks and answer
1、Thank you (very much) 谢谢您（非常感谢） 2、Thanks a lot.多谢。 3、It’s very kind of you. 谢谢，您真客气。 4、You are welcome. 不用谢。 5、Not at all. / Don’t mention it.不用谢 6、It is my pleasure. 非常乐意为您服务。 7、I am at your service. 随时为您服务。 8、That is all right. 没关系。

酒店前台日常英语口语培训

酒店前台日常英语口语培训时间:2个小时地点:酒店大堂人员:前厅部全体员工目的:全面掌握前台日常英语口语，提高服务水平，整体提升服务质量。

第一章预订Key Sentences例句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,How would you like to guarantee your reservation?请问您的担保方式是, May I take your credit card number or Guarantee letter for the guarantee?请提供您的信用卡号码或担保信给我做为担保。

前厅英语培训2 reception

Front desk english前台英语Check-out离店退房G: guest（客人）R: receptionist（前台接待员）R: Good morning/afternoon/evening sir/madam, How may I assist you?早上/下午/晚上好，先生/女士，请问有什么可以帮到您？G: Good morning/afternoon/evening. I want to check-out.早上/下午/晚上好，我想要退房。

R: may I have you room number?请问您的房间号码是多少？G: 608.……Check the computer with guest room number and name……根据电脑登记核实客人房号和姓名R: The room 608 Mr, PETER LEE, right?.608房间，李彼得先生是吗？。

G: Right是的。

……Call to the housekeeping inform which room is check-out.……电话通知客房部XXX房间退房R: Mr, lee ,please return the room key to us. (if guest haven’t retur n the room key)李先生请还一下您的房卡。

（如果客人没有主动将房卡还回）G: Oh, sorry, I forget it. Here you are.哦，抱歉我忘了,给你。

R:Thank you Mr., lee. (take back the room key with two hands.) Did you used the mini-bar?谢谢您李先生。

（双手接过客人还回的房卡）请问您用过房间小酒吧的物品吗？G:No, nothing没有，什么都没有用过。

…When we waitting the room check we can talk with guest about: …当我们等待查房的时候可以和客人进行如下谈话。

酒店英语PPT课件(共3章)第一章Front Office(前厅部)

Names of the smaller sections in Responsibilities of each section in the How to address the staff
the front office
front office
working in different sections
13. division 14. operator 15. reservationist
Project 1
/dɪ'pɑːtmənt/ /ˌɪntərˈækt/ /ˈvɪzəbl/
/trænˈzækʃn/ /straɪk/
/ɪm'preʃn/ /'kɒnsieəʒ/ /ˌrezə'veɪʃn/ /rɪ'sepʃənɪst/ /'kʌrənsi/
operator
Project 1
Exercises
Fill in the following form according to the passage.
Names of the smaller sections in Responsibi How to address the staff
入住登记
目录
Task 6 Serving in the Business Center and
Executive Lounge 商务中心和行政酒廊服务
Task 8 Settling Guest Complaints
处理客人投诉
Task 5 Exchanging Foreign Currency
兑换外币
single room twin room family room deluxe suite

酒店前台英语培训课件

订房入住当天的保留时间
对宾客预定变更、取消变更的协议
Reservations, Aggreements and Cancellations
LOGO
Reservation 预定
• 2、客房基本种类
单人间 Single Room 标准间 Standard Room 双人间 Twin Room 大床房 King-size room Queen Room Double Room 三人间 Triple Room 无烟房 No Smoking Room
LOGO
情景对话
M：Mary 玛丽 G：Guest 旅客
M: Good morning. Dongming International Hotel. May I help you? (您好，东明国际大酒店，有什么可以为您效劳？) G: Yes, I'd like to reserve a room from the evening of March 3rd to the morning of 6th.（我想预定房间，从3月3号晚上到6号早上。） M: So that's 3nights. And which kind of room would you prefer? （那就是3天，请问您想订哪种房间？） G: A twin,please.（请给我一个双床间。） M: Could you hold the line,please?……Thank you for waiting, Sir. We have a twin at 239RMB per night. Is that alright?（请别挂断好吗？……让您久等了先生。我们有空余的双床间，价格是每晚239 元，这个可以吗?） G: That's OK.（可以） M: May I have your name and phone number?（可以告诉我您的姓名和电话吗？） G: Sure.My name is King W. Smith, at 3427-6798.（没问题。我叫金.W.史密斯，电话是3427-6798） M: 3427-6798, thank you. I'd like to confirm your reservation: a twin for Mr.King W.Smith, from March 3rd evening to 6th morning,3 nights. Is that right?（3427-6798，谢谢。我想确认一下您的预定：金.W.史密斯，一个双床间，从3月3号晚上到6号早上，一共3天，对吗？） G: Yes.（对） M: We look forward to serving you then. Goodbye, Mr. Smith.（那么我们恭候您的光临，再见，史密斯先生。）

酒店前台接待英语培训资料

酒店前台接待英语培训资料1. 前言酒店前台接待是酒店服务中至关重要的一环。

为了提高前台接待人员的英语水平，本资料将着重介绍酒店前台接待所需的英语表达和沟通技巧，以便为客人提供更好的服务体验。

2. 基本词汇与句型在酒店前台接待工作中，以下基本词汇和句型是必不可少的。

基本词汇•Check-in: 办理入住手续•Check-out: 办理退房手续•Reservation: 预订•Room key/card: 房卡•Guest: 客人•Receptionist: 前台接待员•Welcome: 欢迎•How may I assist you?: 我能帮您什么？•Do you have a reservation?: 您有预订吗？•May I have your name, please?: 请问您的姓名？•Would you like a smoking or non-smoking room?: 您需要吸烟房还是非吸烟房？•How many nights will you be staying?: 您会住几个晚上？•Is there anything else I can help you with?: 还有什么我可以帮您的吗？常用句型•Good morning/afternoon/evening. How may I assist you?: 早上/下午/晚上好。

我能帮您什么？•Welcome to our hotel. Do you have a reservation?: 欢迎来到我们酒店。

您预订了房间吗？•May I have your name, please?: 请问您的姓名？•Here is your room key/card. Your room number is XXX.: 这是您的房卡。

您的房间号码是XXX。

•How many nights will you be staying?: 您会住几个晚上？•If you need any assistance, please feel free to ask.: 如果您需要任何帮助，请随时告诉我们。

前厅部情景英语培训-前台接待

Deposit
定金，押金
confirm
确认
FO English
FO English
Sorry my English is not very well, I will
ask my colleague to assist you! 对不起，我的英文不太好，我请我的同事来协助您
What kind of room do you like? 您想要什么样的房间？
Mr Lee: I’d like to check in.我想要办理入住小美：Do you have a reservation?
请问您有预定么？ Mr Lee: I’m afraid， I don’t think so.
我没有预定
FO English
Check in 订房
ASK 询问
小美：先生下午好，请问有什么可以帮您的么？ Mr Lee: 我想要办理入住小美：请问您有预定么？ Mr Lee: 我没有预定
FO English
Re confirm Deposit
小美：May I have your passport please? 请出示您的护照？ Just reconfirm with you Mr Lee, a double room away from the street stay 2nights 李先生再次跟您确认您订的是不临街的双人房，住两晚
VIP 贵宾卡
小美：顺便跟您介绍下我们的VIP贵宾卡促销金卡享受住房价和用餐的8折铂金卡享受住房价和用餐的7折
我们还会送6张价值750-1500不等的礼券。 Mr Lee: how to apply this card?
要怎样申请贵宾卡呢？
FO English

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。

前台英语培训(1)

Part. 2 FRONT OFFICE 客务英语一、常用句型（一）总台：（Front Desk）1、请稍等，我查一下是否有空房。

Just a moment, please. Let me check if there is a room available.2、我们明天有单人房。

we do have a single room for tomorrow.3、很抱歉，单人房全部预订出去了，双人房可以吗？I’m sorry , but we’re fully booked for single rooms. /Would you like to have a double room instead?4、抱歉，但酒店那天客满。

I’m sorry, but the hotel is full on that date.5、一间房每晚是**元，包含早餐。

It’s**Yuan per room per night, including double breakfast.6、先生，我们对团体预订提供**优惠。

We offer**percent discount for a group reservation, sir.7、是否太贵了，这样好吗？您先住下来，我马上请示经理，争取给您更优惠的价格。

Is it too expensive for you? How about checking in now, then I’ll speak to my manager and try to give a better price.8、您打算住多久？How many nights do you plan to stay?9、女士，给哪位预订的？Whom is the reservation for, madam?10、怎么拼写？How do you spell it, sir?11、您可以写信，或通过电话、传真、电子邮件预订房间，我们会根据情况给予答复。

JW万豪前厅部英语培训

12GRO: Good morning, Reception. This is Tracy speaking. How may I help you?Guest: Yes, I'd like to reserve a room, please.GRO: Thank you. May I have your name, sir?Guest: Yes, It's David Brown.GRO: Mr. Brown. Could I have your arrival and departure dates, please?Guest: From Sep. 12 to 15, totally 3 nights.GRO: May I know the reservation is for how many persons?Guest: My wife, my son and myself.GRO: How old is your son?Guest: 9 years old.GRO: Do you need an extra bed for him?Guest: Sure.GRO: Which kind of room would you perfer, king-bed or twin-bed room?Guest: Kind-bed room with sea view.GRO: Let me check our room availability for those days ……Thank you for waiting. We have deluxe sea view room at 1500RMB Guest: We will take this one.GRO: That's great. May I know your preferred payment for your booking?Guest: By my Credit Card.GRO: Yes. Your reservation is confirmed and the confirmation number is *********. Checking-in on Sep.12 and check out on Sep.15. one deluxe sea view room with king-bed, the room rate is 1500RMB for one night. Booking is garanteed with credit card. Should you wish to change the booking, please call us 72 hours prior to arrival. Less than 72 hours cancellation charge will be incurred.Guest: That's correct.GRO: Do you mind leaving your telephone number?Guest: 010-********GRO: Is there anything else I can do for you?Guest: No. Thank you.TALKING TO THE GUEST 与客人交谈RESERVATION 预订VOCABULARY 词汇第 1 页 FO English.xls1first name 名passport 护照registration form 登记表cash 现金visa 签证rack rate 门市价deposit 预付group rate 团队价格key card钥匙卡complementary 免费的 currency exchange 货币兑换 non-smoking 禁止吸烟walk in guest 无预定客人 block 定下（某房间）late check-out 延迟退房 early arrival 提前入住full house 全满 flight number 航班号connected room 连通房 airport pick up service 机场接机服务free transportation 免费运输 duration of stay 入住天数您有预定吗？May I have your name, please?Co 我能知道您姓名吗？How do you spell your last name, please?请问您的姓是怎样拼写的？Could you please fill in this registration form?请您填一下这个登记表好吗？How would you like to pay your deposit, by credit card or cash?您打算怎样付押金，信用卡不是现金？How would you like to pay, by cash or by credit card?请问您打算如何付费？用现金还是用信用卡？Can I make an imprint of your credit card?我可以刷一下您的信用卡吗？May I have your passport, please?我能看一下您的护照吗？This is your room key card. 这是您的房卡。

酒店前厅部英语培训

前厅部英语培训教材目录1.酒店通用英语…………………………………………（１）a)常用句型b)部门英语名称2.迎宾用语………………………………………………（２）a)常用句型3.客房预定………………………………………………（２）a)基本词汇b)常用句型c)样本对话4.前厅接待………………………………………………（３）a)基本词汇b)常用句型c)样本对话5.商务中心………………………………………………（５）a)基本词汇b)常用句型c)样本对话6.结账退宿………………………………………………（７）a)基本词汇b)常用句型c)样本对话7.附录……………………………………………………（９）I.前厅部常用词汇a)服务台常用词汇b)电讯服务II.前厅部组织架构英汉互译III.月份、星期、数字表达酒店通用英语1、常用句型：答谢语Thanks1.非常感谢。

Thank you very much.2.不客气。

You are welcome.道歉语Apologies3.对不起。

I’m sorry.4.劳驾。

Excuse me.5.抱歉让您久等了。

Sorry to have kept you waiting.6.我没明白您的意思，我马上请我们经理过来。

I don’t under stand. I’ll get themanager.7.没关系。

That’s all right.8.我马上就办。

I will do it right away.9.听到这件事我很抱歉。

I’m sorry to hear that.提醒用语Notice10.请小心。

Please be careful.11.别担心。

Don’t worry.12.放心好了。

Take it easy.13.请稍等。

Just a moment, please.提供帮助Offering Help14.请走这边。

This way, please.15.能请您跟我走吗？Could you please follow me?16.洗手间在那边。

酒店前厅部英语培训课件

对不起，请再说一遍好吗？ 9、 Certainly.当然可以。 10、Of course.当然可以。 11、I’m sorry, that’s not allowed.
对不起，这是不允许的。 12、No, I’m afraid not.不，恐怕不行
电话用语 Telephone sentences
1、Wait a moment, please. 对不起，请稍等。
营业场所名称 Names of business place
前台商务中心健身中ห้องสมุดไป่ตู้ 咖啡厅美容美发中餐厅西餐厅
Front Office
礼宾部
Business Center 总机
Fitness center 大堂吧
Coffer Shop
收银
Beauty Salon 商店
Chinese Restaurant
2、Nice to meet you. 很高兴见到你。
3、How do you do?/ How are you? 你好吗？
4、Welcome to our hotel. 欢迎光临我们酒店。
5、Have a good time. 祝您过得愉快！
6、 Just a moment, please. 请稍等一下。 7、 Don’t worry about it别担心。 8、 I beg your pardon? (or Pardon?)
星期一 Monday / Mon 星期二 Tuesday/ Tue 星期三 Wednesday / Wed 星期四 Thursday/ Thu 星期五 Friday/ Fri 星期六 Saturday/ Sat 星期日 Sunday/ Sun
礼貌用语 Courtesy English

干货｜史上最全的酒店前厅部基础英语培训资料

干货｜史上最全的酒店前厅部基础英语培训资料前厅部常用英语Front Office Department词汇 Vocabulary前台Reception/Front Desk预订处Reservation经理Manager主管Director大堂副理Assistant Manager宾客关系主任G..R.O Guest Relation Officer总台接待员Receptionist话务员/接线员Operator行李员Bellboy服务员Waiter/ Waitress楼层服务员Chambermaid/ Floor Attendant大堂Lobby卫生间base Room / Washroom /Restroom表格Form登记Registration /Register /Check-In接待Receive登记单Registration Form性别Gender到达日期Date of Arrival / Arrival Date离店日期Date of Departure / Departure Date公司名称Company Name职业Occupation有效期限Date of Validity入境口岸Entry Port拟住天数Length of Stay加床Extra Bed / Rollaway Bed延长退房/继住Extension of Stay换房Room Change/ Change Room预订单Reservation Record预订记录Reservation Record等候名单Waiting List到达/到客名单Arrival List抵店时间/日期Arrival Time / Date离店时间/日期Departure Time/ Date预计抵达时间/E.T.A Estimated Time of Arrival预计离达时间/E.T.D Estimated Time of Departure欢迎卡Welcome Card住房率/出租率Occupancy Rate超额预订Overbook每日客情预报表Rooms Forecast Daily Report客史档案Guest History金卡会员Gold Club Member用正楷书写In Block Letters / In Print / In Capital Letters 出生日期Date of Birth详细家庭地址Full Home Address入境签证号Entry Permit Number旺季High Season淡季Low Season空房/VAC Vacant Room待修房/OOO Out of Order住客房/OCC Occupied Room酒店自用房/HU Hotel Use重锁房/DL Double Locked脏房/走客房 VD Vacant Dirty请勿打扰/DND Do Not Disturb贵宾/VIP Very Important Person外宿/OOT Out of Town入住/C /I Check in退房/C /O Check Out有预未订入住No-Show散客Walk In Guest团体预订Group Reservation等候排房名单Waiting List接机服务Pick-Up Service / Limousine Service 行李Baggage / Luggage行李寄存Leave/ Deposit/ Store /Check Baggage 雨伞Umbrella叫早服务Morning Call贵重物品Valuables易碎物品Fragile Objects手提箱/衣箱Suitcase身份证I.D Card / Identity Card护照Passport签证Visa入境签证Entry Visa出入境管理Entry and Exit Control团体签证Group Visa回乡证Return Home Card台胞证Taiwan Compatriots Card居留证Residence Permit国籍Nationality填写Fill in签名Signature全称Full Name姓Surname名First Name曾用名Former Name闭路电视Closed Circuit Television卫星电视Satellite Television音响/高保真Hi-Fi - High Fidelity旅行社Travel Service / Travel Agency导游Tour Guide海外领队Overseas Escort旅行团（队）领队Tour Director/ Leader团队分房名单Rooming List外国零散客人F.I\T. Foreign Independent Traveler长住客人Long Stay Guest常客Regular Guest / Familiar Guest / Frequent Guest 回头客Repeat Guest旅行团Tour Group口讯Message投诉Complaint / Complain处理投诉Handle / Settle Complaint道歉Apology / Apologize标准价/原价/门市价/ 散客价 Rack Rate团队价Group Rate优惠价Commercial Rate合同价Contract Rate折扣价Discount Rate取消Cancellation / Cancel确认Confirmation / Confirm确认预订Confirmed Reservation / Booking保证预订Guaranteed Booking更改Change延长Extension /Extent / Prolong延迟Delay票券Voucher / Ticket / Coupon自助早餐（券）Buffet Breakfast(Voucher)自助晚餐（券）Buffet Dinner(Voucher)中式点心Chinese Refreshment套房Suite标准房Standard Room单人房Single Room / Single双人房Double Room / Double带淋浴的双人房Twin Beds with Shower商务套房Business Suite豪华套房Deluxe Suite总统套房Presidential Suite客房设施Room Facilities单人床Twin-Size Bed双人床Double-Size Bed大号双人床Queen-Size Bed特大号双人床King-Size Bed加床Extra Bed / Rollaway Bed / Foldaway Bed空调Air-Conditioner中央空调系统Central Air Conditioning System 温度调节器Temperature Adjuster宽敞Spacious舒适Comfortable / Cozy保险箱Safe Box小酒吧/小冰箱Mini-Bar洗衣服务Laundry Service快洗Express Laundry Service普通洗Ordinary/ Normal Laundry Service 商务中心Business Center商务设施Business Facilities因特网Internet Service传真机Fax Machine / Facsimile Machine 复印/影印机Photocopier / Duplicator彩色打印机Color Printer激光打印机Laser Printer打字机Typewriter调制解调器Modem电脑Computer扫描仪Scanner录相机Video Recorder投影仪Overhead Projector幻灯机Slide Projector碎纸机Paper Scraper传真首页Cover Sheet圆珠笔Ballpoint Pen日历Calendar白板笔Marker笔记本Notebook信纸Writing Paper信封Envelope邮票Stamp邮政编码Zip Code报纸Newspaper杂志Magazine快递服务Express Mail Service文件夹（夹子）Clip文件夹（合页）Folder文件夹（垫板/写字板）Clipboard / Arch board扣钉文件夹Fastener Binder文件袋File / File Bag / Clear Bag尺子Ruler小刀Knife剪刀Scissors橡皮擦Eraser回形针Paper Clips大头针Pin胶水Glue印台Stamp Pad打孔器Punch / Paper Punch计算器Calculator电脑Computer显示器Video Monitor键盘Key Board鼠标Mouse软盘Floppy Disk光盘/CD Compact Disk电话机Telephone Set电话号码Telephone Number外线电话Outside Call内线电话House Call分机Extension电话号码薄/电话索引Telephone Directory国内长途直拔电话DDD Domestic Direct Dialing国际长途直拔电话IDD International Direct Dialing打长途电话Make A Long Distance Call市内/本地电话Local CallIP电话I.P. Call国际长途电话International Call转接电话Transfer Call紧急电话/加急电话Urgent Call无人接听No Answer国家/地区代码Country Code / Region Code地区代码Area Code电话号簿Telephone Directory电话黄页Yellow Pages占线Engaged/Busy服务费Service Charge八折Twenty Percent Discount手机/移动电话Mobile充电器Charger沙发Sofa椅子Chair商务洽谈室Business Meeting Room书架Bookshelf委托代办服务Miscellaneous Service For The Guest 代印名片Namecard-Printing Service地图Map烟灰缸Ashtray垃圾筒Trash Bin / Waste Basket插座Socket插头Plug/Adapter鲜花店Flower Shop鲜花Fresh Flower花蓝Floral Basket/A Basket Of Flowers盆景Miniature航班号码Flight Number时刻表Timetable不定期机票Open Ticket直达航班Direct Flight包机Charter Flight正常/定期航班Regular Flight免费托运行李重量Free Baggage Allowance头等舱First Class商务舱Business Class经济舱Economy Class单程机票Single Ticket/One Way Ticket双程机票Return Ticket/Round Trip Ticket确认/再确认Confirm/Reconfirm旅程/行程Journey/Trip纪念品Souvenir手推车Trolley/Cart走廊Corridor/Passage/Passageway邮件Mail分发Delivery/Distribute包裹Parcel/Package方便/便利Convenience/Convenient不便/麻烦Inconvenience/Inconvenient通知Inform提醒Remind赠偿Compensation/Indemnity损坏/损毁Damage01前台 Reception预订 reservations1、Goodevening, XX Hotel, Reception, how may I help you? / What can Ido for you?晚上好，XX酒店，总台，需要帮忙吗？2、Whatkind of room would you like to book?您要什么样的房间呢？3、We havesingle rooms ,double rooms, business, deluxe suites and apresidential suite.我们有单人房、双人房、商务套房、豪华套房和总统套房。

酒店前台英语培训教材

the card> This is your room key, your room number is 6301, that’s on the third floor.
情景二：现金支付
总台：您好,有什么需要么？ R: Good afternoon, may I help you? 老外：您好,我用顾小姐的名义订了5间湖景房,请你查一下. G: Good afternoon, I book 5 lake-view rooms with the name of Miss Gu. 总台：好的…您预订了5间标准间住一个晚上,对吗？ R: OK…You reserved 5 double rooms from today to tomorrow for one night. Is that
R:Good afternoon ,sir.may I help you ?先生,下午好！有什么可以帮您的么？ C:Yes,please!could you let me have a room for tonight今晚能给我一个房间么？ R:Have you made a reservation,sir先生您有预订么？ C:I’m afraid not 没有. R:How many people dou you have ,please?您几位入住？ C:Just one.i’m alone.就我一个人 R:Just a moment ,please.I have to check if there’s a room available.……what
您付现金还是刷卡？
Thank you, we will copy them…Please check the information, and sign here, please.. We need an advance deposit of 5000yuan, Would you pay for in cash or by credit card?

前厅部英文培训 Front Desk English Training

Front Desk English Training前厅部英文培训一、Professional Words in Opera Opera常用术语解释1.Register入住登记，办理手续登记内容包括客人姓名，生日，国籍，证件号码，签发机关，有效期，入境口岸，联络方式和客人核对房价信息，房号，房型所涉及到的英文单词有：Guest name, birthday, nationality, ID NO. (Identification Number), passport, issue, valid time, entrance port (harbor), communication, room rate/price/charge, room type, room number, floor, reservation2.Skipper故意逃账者，无行李或少行李的人，使用假支票或者假信用卡的人在账目中通常会造成押金不足涉及到的英文单词有：High balance, the deposit is not sufficient3.Upgrade升级，用于房间紧张时给有预定的客人，或者提高客人的接待规格涉及到的英文有：Free upgrade, benefit4.Early arrived在预定日期前到店的客人5.Connecting Room连通房涉及到的英文有：G：I have someone to take care of, can you arrange a connecting room for me? 6.Room Move换房，通常是客人房间内设施有问题，客人有投诉涉及到的英文有：G：There are some problem with the air condition, it won’t be hot/the temperature is too high,I can not fall to sleep.S: I will send our butler贴身管家/engineer staff工程人员to your room to check.I will change a room for you .7. House Use酒店人员用房8. Complimentary免费房，持免费房券入住者9.Profile客史资料，客人的信息以及其入住的记录涉及到的英文：History, stay information, last stay10.sleep out/discrepancy外宿办理入住登记了，实际却没有在酒店入住11.Walk-in事先无预定前来入住的散客mercial Rate/Corporate Rate公司协议价涉及到的英文：Discount, cheapG: Can you give me a cheaper price?S: Sir, this is a commercial rate, is has already have some discount.If you book 6 days earlier, you can have 90 percent discount13.Pressing给有预定的客人预先分房涉及到的英文：G：sir, we have already press/arrange the room for you , they are on the same floor.As now is just twelve o’clock and all our rooms are occup ied yesterday, yourroom is still cleaning now, can you wait in our club on the 19th floor, have arest, the staff there will notice you if the room is clean. Rate除去服务费的净收入涉及到的英文：Service rateG: Does this price including the service rate?S: Yes, it includes, it also contain two breakfast.15.Day Use半天房，早六点到晚六点的房间，超过此时间要收全天房费.S: Sir, right now we have to charge you the price of the whole day.16.Average Room Rate平均房价17.Guaranteed Booking担保订房，客人即使不来入住也要收取房费涉及到的英文：G: I will use the credit card as guarantee for the deposit, when check out I will pay for cash.18.DND=Do Not Disturb请勿打扰，在客房打DND灯涉及到的英文：G：Why my room is still dirty now, no one clean it、S：Sorry sir, because you turn on the DND Light, we will clean for you at once. 19.IDD/DDD国际、国内长途电话涉及到的英文：International direct dial, domestic direct dialG: How can I make a phone to America?S: You can dial the number 9 then the number of your country and district.20.No Show预定了，但是没有通知取消，最终当天又没有到店的预定。

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）。

前厅部英语培训教程

前厅部英语培训教程1. 迎接客人 Good morning Good afternoon Good eveningI’m glad to meet you. 很高兴见到您2. 提供帮忙May I help you?(比较委婉)Can I help you?What can I do for you?Is there anything I can do for you?3. 询问姓名、房间号、电话等情况时May I have your name? How to spell?May I have your room number?May I have your telephone number?4. 表示祝愿Have a nice day with us. (祝您在咱们酒店居住愉快)Enjoy your stay with us. Mr. Wang （姓氏） Mrs. Li 太太（已婚） Ms. Liu 女士 Miss Guo 小姐 sir/madam 姐 ladies and gentlemen:Have a pleasant journey. /Have a good trip.(祝您旅途愉快)5.客人离店时Thank you for coming. 谢谢您的光临。

We hope to see you again. 希望再次见到你。

Welcome to our hotel again.We are looking forward to your arrival.(咱们期待着您的到来)We look forward to seeing you soon.6.听不清对方的话时I’m sorry, I don’t understand. 对不起，我没有听懂。

I’m sorry, would you speak slowly? 对不起，您可以讲慢一些吗？I’m sorry, I didn’t hear clearly, would you repeat it? 对不起，我没有挺清楚你能在重复一遍吗?I’m sorry, I beg your pardon? 对不起，请您再说一遍好吗？7.请稍等时Just a moment/minute , please . 请稍等。