酒店英语(课堂PPT)
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酒店英语1PPT课件
8. I will reserve a tale on terrace for you. 我会为您预订一个露台上的桌子。
9. May I take your name and phone number? 我能留下你的名字和联系方式吗？
10. We look forward to seeing you and tonight. 我们期待你和Samantha今晚的到来。
4. Can I take your coats? 我来为你们拿外 衣，好吗？
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5. Here is your table. Is it OK? 这是你们的桌子，可以吗？
6. I’m sorry, they were booked in advance. How about on the terrace？ 对不起，靠窗的桌子事先订出去了。
Chapter 1 Restaurant Operation 餐厅运作 Unit 1 Restaurant Operation 1. Director of Food and Beverage
餐饮部总监
2. Food and Beverage Manager 餐饮部经理 3. Food and Beverage Manager Assistant
in spicy soup. 这道菜叫作“水煮鱼”。就是香辣汤煮鱼片。
3. Stir-fried green beans are called “si ji dou”. That dish is very popular. “四季豆”，就是炒青豆。这道菜很多人点。
4. I can also recommend a stir-fried tofu dish called “jia chang dou fu”. It’s a home-style tofu dish with some vegetables. 我还可以给您推荐一道“家常豆腐”。这是一道由豆 腐和其他蔬菜一起烧的家常菜。
9. May I take your name and phone number? 我能留下你的名字和联系方式吗？
10. We look forward to seeing you and tonight. 我们期待你和Samantha今晚的到来。
4. Can I take your coats? 我来为你们拿外 衣，好吗？
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5. Here is your table. Is it OK? 这是你们的桌子，可以吗？
6. I’m sorry, they were booked in advance. How about on the terrace？ 对不起，靠窗的桌子事先订出去了。
Chapter 1 Restaurant Operation 餐厅运作 Unit 1 Restaurant Operation 1. Director of Food and Beverage
餐饮部总监
2. Food and Beverage Manager 餐饮部经理 3. Food and Beverage Manager Assistant
in spicy soup. 这道菜叫作“水煮鱼”。就是香辣汤煮鱼片。
3. Stir-fried green beans are called “si ji dou”. That dish is very popular. “四季豆”，就是炒青豆。这道菜很多人点。
4. I can also recommend a stir-fried tofu dish called “jia chang dou fu”. It’s a home-style tofu dish with some vegetables. 我还可以给您推荐一道“家常豆腐”。这是一道由豆 腐和其他蔬菜一起烧的家常菜。
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.
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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?
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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
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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.
酒店英语说课PPT课件
创设情境， 导入主题
讲授法 提问法
背景知识介绍
展示情境， 呈现主题
融入情境， 模拟操练
案例教学法 角色扮演法
讲解服务流程 呈现服务对话 总结服务用语
案例教学法 归纳演绎法
项目教学法 任务教学法 现场演示法 小组合作法
讲解案例对话 分角色扮演对话
创设新情境，布置项目任务
拓展情境， 分组讨论，编写对话
演绎对话
2.方法手段 课堂讨论法
项目教学方法
教学方法
现场教学法
角色扮演法
小组合作法作法ຫໍສະໝຸດ .13学生英语学习基础相对较弱，口语水平低。
学生的学习主动性相对比较弱，习惯被动听讲。
学
情 分
学习方法单一，缺少科学方法指导。
析
学习方法
自主学习法
合作学习法
情景模拟法
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校内环境
3 保障条件
多媒体教室、录音机、语音室、校园广 播。
餐饮实训室
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校外环境
建立了多个校外实习实训基地，包括有：喜 来登大酒店、海都大酒店、良友大酒店等。
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课外实践
积极参加英语角和英语竞赛，鼓励与外国人的沟通， 增加对英语国家文化知识的了解。
辩论 赛
圣诞晚会
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4.1总体设计
预餐
定台
餐厅迎宾
点菜服务
结
账
上菜服务
席间服务
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4.2 实施过程
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客房服务
前厅服务 康乐服务
酒店 接待 部门
餐饮服务
会议会展
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收入来源
“食” 举足轻重
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
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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.
《酒店英语培训》PPT课件
•
I am always at your service.
• 8、希望您在这里住得愉快。
•
I hope you will enjoy your stay with us here.
• 9、对不起，给您添麻烦了。
•
I am awfully sorry to have caused you so much inconvenience.
• 24、May I know your name and your room number, please? 我可以知道您的名字和房间号码吗？
• 25、 Here’s your room key. 这是您的房间钥匙。
• 26、I’m sorry to keep you waiting, sir. What can I do for you? 先生，对不起，让您久等了。我能为您做点什么吗？
• Excuse me 请原谅/打扰一下 • I am sorry. 对不起 • I am awfully sorry.我真的很抱歉 • It’s my fault.这是我的错
• I apologize for this.
• 我为此感到很抱歉
Directions 指路
• Go upstairs/downstairs. 上楼 • It’s on the 2nd floor. 在二楼 • This way, please. Turn left/right • 这边请，向左/右转 • This way to the elevator. • 这条路通往电梯 • Follow me, please.请跟我来
8.Engineering Department ( ENG) 工程部
9.Security Department ( SEC) 安保部
酒店英语PPT课件
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• 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?
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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
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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
酒店英语课件unit
Replace the used towels with new ones
Refull the toys as needed
03
Provide cleaning services
1
Check and replace the lines and pillowcases
2
Check and replace the matress covers
03
English for Hotel Catering Services
Restaurant reservation service
01
Reservation Procedure
02
Greeting the customer and inquiring about the reservation
03
Confirming the reservation details such as date, time, party size, and special requests
Restaurant reservation service
• Providing the customer with confirmation of the reservation and possible cancellation policy
Checkout service
Checkout Procedure
Greet the guest and present the bill
Collect payment and process any necessary refunds or adjustments
Checkout service
Functional delivery of the ordered items to the guest's room
酒店英语ppt
2
Pair work. Decide which sentences are spoken by the bellman B, which by the guest G. Then, arrange the sentences to make a good conversation.
Waiter : Good evening, sir and madam. Have you made
Waiter: How many people are in you party? Four Guest: ______.
Waiter: Would you like to sit in the smoking or non-smoking
area, sir?
Guest: Non-smoking. This way, please (Guiding) Is this table OK? Waiter:________________. Guest: This is fine. ____________ Thank you
Hotel English 酒店英语视听说
Video II
1
In the Restaurant
Fill in the blanks with the words you hear.
Waiter: Good evening, sir. Welcome to Minshan Restaurant. May I help you ______________ Guest: My friends and I want to have dinner here. reservation ? Waiter: Do you have a ____________ Guest: No, I’m afraid not.
Pair work. Decide which sentences are spoken by the bellman B, which by the guest G. Then, arrange the sentences to make a good conversation.
Waiter : Good evening, sir and madam. Have you made
Waiter: How many people are in you party? Four Guest: ______.
Waiter: Would you like to sit in the smoking or non-smoking
area, sir?
Guest: Non-smoking. This way, please (Guiding) Is this table OK? Waiter:________________. Guest: This is fine. ____________ Thank you
Hotel English 酒店英语视听说
Video II
1
In the Restaurant
Fill in the blanks with the words you hear.
Waiter: Good evening, sir. Welcome to Minshan Restaurant. May I help you ______________ Guest: My friends and I want to have dinner here. reservation ? Waiter: Do you have a ____________ Guest: No, I’m afraid not.
酒店基础英语培训教学PPT课件
问 候 与 欢 迎一望无际的田野上泛起一片片绿色的涟漪。草木是绿的、山水是绿的、棋格般划分的田野更是绿了，绿得干净，绿得出奇。漫山遍野都是荡漾着春意的绿，悄悄地用这般蓬勃的绿染到了我的心间。
G R E E T I N G 一望无际的田野上泛起一片片绿色的涟漪。草木是绿的、山水是绿的、棋格般划分的田野更是绿了，绿得干净，绿得出奇。漫山遍野都是荡漾着春意的绿，悄悄地用这般蓬勃的绿染到了我的心间。 一望无际的田野上泛起一片片绿色的 涟漪。 草木是 绿的、 山水是 绿的、 棋格般 划分的 田野更 是绿了 ，绿得 干净， 绿得出 奇。漫 山遍野 都是荡 漾着春 意的绿 ，悄悄 地用这 般蓬勃 的绿染 到了我 的心间 。
LOGO
一望无际的田野上泛起一片片绿色的 涟漪。 草木是 绿的、 山水是 绿的、 棋格般 划分的 田野更 是绿了 ，绿得 干净， 绿得出 奇。漫 山遍野 都是荡 漾着春 意的绿 ，悄悄 地用这 般蓬勃 的绿染 到了我 的心间 。
酒店基础英语培训
Greeting ｜ Direction ｜ Thanks ｜ Apologies ｜ Check in ｜ Farewell ｜ Hotel place
一望无际的田野上泛起一片片绿色的 涟漪。 草木是 绿的、 山水是 绿的、 棋格般 划分的 田野更 是绿了 ，绿得 干净， 绿得出 奇。漫 山遍野 都是荡 漾着春 意的绿 ，悄悄 地用这 般蓬勃 的绿染 到了我 的心间 。
您好吗？
Glad/nice to meet
you
Good
Have a
evening good rest
Greeting ｜ Direction ｜
一望无际的田野上泛起一片片绿色的 涟漪。 草木是 绿的、 山水是 绿的、 棋格般 划分的 田野更 是绿了 ，绿得 干净， 绿得出 奇。漫 山遍野 都是荡 漾着春 意的绿 ，悄悄 地用这 般蓬勃 的绿染 到了我 的心间 。
《酒店英语》课件
提供客房服务和解决问题
学习如何提供满意的客房服务和解决客人遇到的问题，让客人感到宾至如归。
客房清洁
及时清洁客房，更换床单、毛 巾等，并保持整洁有序。
解决问题
灵活应对客人的需求和问题， 积极解决并提供满意的解决方 案。
个性化服务
根据客人需求提供个性化的服 务，比如额外的床垫、升级客 房等。
酒店设施和设备介绍
1 问候客人
使用友好的语言和表情向客人问候并提供帮助。
2 解答问题
倾听客人问题并提供准确的解答和指导。
3 处理投诉
冷静并专业地处理客人的投诉，解决问题并恢复客人对酒店的满意度。
总结和复习
本课程回顾了酒店英语的重要性，常用词汇与短语，房间预订和办理入住手 续，提供客房服务和解决问题，酒店设施和设备介绍，与客人交流等内容。 请务必复习并运用所学知识提升您的酒店英语能力。
常用酒店英语词汇与短语
学习一些常用的酒店英语词汇和短语，可以帮助您在工作中更流畅地与客人进行沟通。
Reception Desk
前台接待处，是客人办理入住和退房手续的地方。
Housekeeping
客房服务部，负责清洁客房和提供客房服务。
Room Service
客房服务，提供在客房内就餐和其他服务。
Concierge
《酒店英语》PPT课件
欢迎来到《酒店英语》PPT课件！通过本课程，您将学习到酒店英语的重要性， 常用词汇与短语，预定房间和办理入住手续，提供客房服务和解决问题，酒 店设施和设备介绍，与客人交流等场景，并进行总结和复习。
酒店英语的重要性
学习酒店英语能够帮助您与全球来宾更好地沟通和交流，提升工作效率，增强职业竞争力。
跨文化交流
酒店英语-unit-1PPT课件
/v/b/90634278-1598523020.html /programs/view/1s4dtuQ76Ys/
2
Content
Dialogues Useful Drills Tips Exercises
3
Dialogues
10
Translation
Dialogues
Dialogue 2
J: May I see your passport, please? S: Oh, yes, I’m going to fill in the registration form right now. Can I book a single room for my friend as he will arrive in Beijing tomorrow morning? J: Sure. Here is the form for reservations. Would you mind filling in this form and paying one hundred Yuan in advance for him? S: All right. Here is one hundred Yuan. J: Thank you. Here is a receipt for paying in advance. Please keep it.
4
Dialogues
Background Information 二､ 预订登记要素
客户基本信息
客户要求
客人姓名 登记编号 联系电话 联系地址 入住人数 入住时间
Guest Name Code Telephone Number Address Number of Guests Occupation Time
2
Content
Dialogues Useful Drills Tips Exercises
3
Dialogues
10
Translation
Dialogues
Dialogue 2
J: May I see your passport, please? S: Oh, yes, I’m going to fill in the registration form right now. Can I book a single room for my friend as he will arrive in Beijing tomorrow morning? J: Sure. Here is the form for reservations. Would you mind filling in this form and paying one hundred Yuan in advance for him? S: All right. Here is one hundred Yuan. J: Thank you. Here is a receipt for paying in advance. Please keep it.
4
Dialogues
Background Information 二､ 预订登记要素
客户基本信息
客户要求
客人姓名 登记编号 联系电话 联系地址 入住人数 入住时间
Guest Name Code Telephone Number Address Number of Guests Occupation Time
酒店英语Lesson3-优质课件
We do have a single room available / vacant for those days.
I’m sorry we are fully booked for 22nd. Do you mind changing the reservation rates?
The Key Sentences
Translate the following into English 早上好，我是订房部。有何吩咐? 您要订什么房间，夫人？ 您觉得豪华套房怎么样？ 我们有标准间，每间每天860元。 您打算用怎样的支付方式，信用卡还是现金？ 对不起，明天所有的客房都已经订满。 可不可以替我在当地预订一家饭店呢？ 我们会为您延长预约的。 我们期待着为您服务。 能不能请您这个周末再打电话来？可能会有人取消预约。
2、Our destiny offers not only the cup of despair, but the chalice of opportunity. (Richard Nixon, American President )命运给予我们的不是失望之酒，而是机会之杯。二〇二一年五月二十六日2021年5月26 日星期三
5、You have to believe in yourself. That's the secret of success. ----Charles Chaplin人必须相信自己，这是成功的秘诀。-Wednesday, May 26, 2021May 21Wednesday, May 26, 20215/26/2021
Thirdly, inquiry and mail service. Inquiries from guests will be answered and mails for guests will be taken care of.
I’m sorry we are fully booked for 22nd. Do you mind changing the reservation rates?
The Key Sentences
Translate the following into English 早上好，我是订房部。有何吩咐? 您要订什么房间，夫人？ 您觉得豪华套房怎么样？ 我们有标准间，每间每天860元。 您打算用怎样的支付方式，信用卡还是现金？ 对不起，明天所有的客房都已经订满。 可不可以替我在当地预订一家饭店呢？ 我们会为您延长预约的。 我们期待着为您服务。 能不能请您这个周末再打电话来？可能会有人取消预约。
2、Our destiny offers not only the cup of despair, but the chalice of opportunity. (Richard Nixon, American President )命运给予我们的不是失望之酒，而是机会之杯。二〇二一年五月二十六日2021年5月26 日星期三
5、You have to believe in yourself. That's the secret of success. ----Charles Chaplin人必须相信自己，这是成功的秘诀。-Wednesday, May 26, 2021May 21Wednesday, May 26, 20215/26/2021
Thirdly, inquiry and mail service. Inquiries from guests will be answered and mails for guests will be taken care of.
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但是不可以直接称呼boy或girl.
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基本待客英语
• 基本句型
➢ May I ...? ➢ Could you ...? ➢ Would you ... ? ➢ Shall I ... ?
• 招呼语 • 回答
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May I ...
自己要做什么事时，使用May I ...
May I have your name, please? May I see your passport, please? May I know your nationality, please?
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回答
• 当客人准备离开时
Have a nice day. Please enjoy your stay We hope to see you again soon.
• 当客人的英语难以理解时
PardonPardon me? I beg your pardon? Could you repeat that, please?
国籍
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Could you ...
麻烦客人时，可使用Could you ...
Could you fill out the form, please? Could you write that down, please? Could you draft the fax, please? Could you hold the line, please?
May I help you?
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回答
• 一般性的回答
I see, sir. Certainly, sir.
• 请对方再等一会儿
Just a moment, please. Thank you for waiting. I am very sorry to have kept you waiting. Could you wait a little longer, please?
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Would you ...
询问客人的喜好或做什么时，使用Would you ...
Would you like tea or coffee? Would you like to take a taxi? Would you mind sitting here?
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Shall I...
提供建议协助、征求意见时，可使用Shall I...
酒店英语
English for Hotel Business
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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。
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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. 这边请。
Could Байду номын сангаасou come this way please?
请您往这边走好吗？
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注意
不说OK, Sure, Yeah等，而要说Certainly, Sir.
Hey, uh-huh, Hang on 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 人对前男来性协客助人。，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，
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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?
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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
➢ Good morning, sir. Are you checking-out? ➢ Good afternoon, sir. Welcome to LI JIA Hotel. ➢ Good evening, Ms. May I help you? ➢ Good morning, sir. This is the Front Desk.
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练习一
• B=行李服务员（Bellman） • C=服务员 (Clerk) • H=客房服务员（Housekeeping） • BC=领班（Bell Captain） • G=客人（Guest）
To the Front Desk. 带客人到柜台
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B: Good evening, Ms. Welcome to China-trust Hotel.
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回答
• 客人对自己说“Thank you.”时回 答 You are welcome.
Thank you very much. Thank you, sir.
• 交给客人某些东西时，可以说
Here you are. Here is your room key. Here it is.
G: Thank you.
B: How many pieces of luggage do you have?
G: Just this three.
B: Two suitcases and one bag. Is that right?