最新喜来登大酒店内部英语培训资料
酒店客房部-客房部英语培训资料
客房部英语培训资料※Making up the room（清洁房间）RA: Housekeeping, may I come in? 我是服务员，可以进来吗？G: Sorry, I’m busy right now. Can you come later? 抱歉，我现在正忙。
你能等会儿来吗？RA: Certainly. What time would be convenient for you? 好的，那何时方便呢？G: About 10:30 in the morning. 上午10:30 左右。
RA: I will come over after 10:30。
好的，那我10:30 后再来。
RA: Housekeeping, may I come in and make up your room now?我是服务员，可以进来清洁房间吗？G: Could you wait a few minutes please? 请等会儿好吗？RA: Certainly. Madam. When would you like me to come over? 好的夫人。
何时您方便我过来呢？G: In 15 minutes. 再过15分钟吧。
RA: I’ll be back in 15 minutes. Can I take your laundry now or later? 15分钟后我再来。
现在能收洗衣吗，或是等会儿。
G: Oh thank you. You can take it now. 哦,谢谢，现在可以收。
H: Good morning, sir/madam. This is Housekeeping. Can we make up your room for you now?先生/女士，早上好。
房务中心。
请问现在可以打扫您的房间吗？G: No, not now. Thanks. 现在不要。
谢谢。
SHERATON喜来登酒店英语培训精品文档39页
Chapter 1. Courtesy EnglishUnit 1：GREETING & FAREWELLS●VOCABULARY●PHRASES ON THE JOBGood morning Good afternoon Good evening Welcome back Hi 早上好下午好晚上好欢迎回来嗨Hello How do you do? How are you? Fine, thank you, and you? 你好你好你好吗？很好，谢谢，你呢？Fine, thanks, and you? Good-bye Good night Good-bye for now很好，谢谢，你呢？再见晚安再见It was nice to see you again. Have a good evening See you later. It was nice seeing you.很高兴又见到你。
晚上愉快。
回头见。
很高兴见到你。
Have a good weekend Have a safe trip Have a good day Hope to see you again周末愉快。
一路平安。
祝您愉快。
希望再见到您。
Thank you for coming (Thanks for coming) Look forward to seeing you again感谢光临。
盼望再见到您。
●LISTEN TO THE CONVERSATIONListen to the guest and then fill the gap in each sentence.The guest’s name is .The staff’s name is .The guest will today.He’ll live in next time he comes.●TALKING TO THE GUESTStaff : Good morning. Mr. Smith. How are you today>?Guest: Good morning. Jane. I’m fine, thanks, and you?Staff :I’m fine too. Are you checking-out today?Guest: yes, I think soStaff :Did you enjoy your stay here?Guest: Yes, I did.Staff :I hope our service is to your satisfactionGuest: Sure. I’m very pleased with everything here.Staff :Thank you. I wish you a nice trip home and look forward to seeing you again.Guest: Thank you. I’ll definitely come to the Sheraton next time I’m in Tianjin.PAIR WORKFind a partner and play the roles of the staff and the guest who will be on holiday soon.OXFORD HUMOURThe more I study, the more I know.The more I know, the more I forget.The more I forget, the less I know.So why study?UNIT 2: INTRODUCTIONSVOCABULARYPHRASES ON THE JOBMy name is John Smith It’s nice to meet you. It’s nice meeting you. 我叫约翰.史密斯。
五星级酒店常用英语-内部培训资料
英语培训一、基本礼貌接待英语1、称呼语：先生sir 夫人(女士)madam / ma’am 小姐miss女士们先生们Ladies and gentlemen2、欢迎光临我们酒店！Welcome to our hotel.3、祝您在我们酒店过得愉快。
Please enjoy your stay in our hotel.Have a nice stay。
/ Enjoy your stay with us.4、愿您如同在家一样舒适.Wish you feel at home.5、早上好/下午好/晚上好.Good morning。
/ Good afternoon。
/ Good evening。
6、很高兴（再次）见到您。
Glad to meet you (again）。
/ Nice to see you （again).It’s good to see you （again)7、您来这儿我们很高兴.Glad to have you here.8、祝您玩得愉快。
Please have a good time。
/ Please enjoy yourself。
9、祝您生日快乐.Happy birthday to you!10、圣诞节快乐！Merry Christmas！11、新年快乐！Happy New Year!12、新春快乐！Happy Spring Festival!13、祝贺！Congratulations!14、致以良好的祝愿！Best wishes / regards to you。
15、请这边走。
This way，please.16、您先请。
After you, please。
/ Please you first。
17、请便。
/用吧。
Go a head，please。
18、请跟我来。
Follow me，please. / Come with me，please.19、您慢走。
/请留心走。
Please watch your step.20、请在这儿休息。
酒店英文培训课件内容范文
酒店英文培训课件内容范文Slide 1:Welcome to our Hotel English Training Session!Slide 2:Introduction to Hotel English- The importance of Hotel English- Key skills and vocabulary for hotel staff- The objectives of this training sessionSlide 3:Greeting and Welcoming Guests- Standard greetings for different times of the day- Common phrases for welcoming guests- Examples of polite and friendly interactions with guests Slide 4:Check-In Process- Asking for identification and reservation details- Explaining hotel amenities and services- Providing assistance with luggage and room access Slide 5:Handling Guest Requests- Understanding guest needs and preferences- Active listening and effective communication- Offering appropriate solutions and alternativesSlide 6:Room Service and Housekeeping- Taking orders and delivering food to rooms- Housekeeping procedures and standards- Dealing with guest complaints related to cleanliness Slide 7:Problem-solving and Complaint Handling- Understanding guest complaints and concerns- Remaining calm and empathetic- Resolving issues promptly and professionallySlide 8:Check-Out Process- Arranging payment and issuing invoices- Collecting feedback from guests- Expressing gratitude and inviting guests to return Slide 9:Telephone Etiquette- Proper phone greetings and introductions- Transferring calls and taking messages- Engaging in effective telephonic conversations Slide 10:Front Desk Operations- Managing reservations and cancellations- Assisting with travel arrangements and transportation - Handling special requests and VIP guestsSlide 11:Language Tools and Vocabulary- Common phrases and expressions used in the hotel industry- Developing language skills for effective communication- Useful resources for ongoing learning and improvementSlide 12:Conclusion- Recap of key points covered in the training session- Importance of continuous development and practice- Thank you for participating in this training session!Note: The above are just suggestions for the content of a hotel English training presentation. You may modify and adjust the content to better suit your specific needs and requirements.Slide 13: Cross-cultural Communication- Understanding cultural differences and preferences- Adapting language and behavior to different cultures- Respecting and appreciating diversity in the hospitality industry Slide 14:Emergency Situations- Handling emergencies and crisis situations- Communicating calmly and clearly during emergencies- Knowing emergency procedures and protocolsSlide 15:Upselling and Promoting Hotel Services- Identifying opportunities for upselling- Recommending additional services and amenities- Providing persuasive and informative sales pitchesSlide 16:Guest Feedback and Online Reviews- Importance of guest feedback for improvement- Responding to guest reviews professionally- Monitoring online reputation and public perceptionSlide 17:Teamwork and Collaboration- Working cooperatively with fellow staff members- Effective communication within a team- Resolving conflicts and promoting a positive work environment Slide 18:Cultural Etiquette and Sensitivity- Understanding cultural norms and etiquette- Respecting and valuing diversity- Avoiding cultural misunderstandings and stereotypesSlide 19:Continuing Professional Development- Importance of ongoing training and development- Resources for further education and learning- Encouraging a culture of continuous improvementSlide 20:Conclusion- Recap of key points covered in the training session- Acknowledging the importance of Hotel English skills- Thank you for your participation and dedication to improving your language skills in the hospitality industry.。
Welcome to Banquet喜来登培训资料
W ELCOME TO B ANQUET 宴会厅欢迎您T RAINING M ANUAL培训手册T HE B UDDY S YSTEM伙伴制度The Buddy system has been set in place to work in with the Banquet Training Manual (BQTTM). The Buddy will be roistered the same shifts as the new employee and liaise with the shift leader as to how they progress.这个伙伴体系是与宴会厅的员工手册相配套的，伙伴会和新员工一起工作，并把新员工的学习进程汇报给上级领导。
Responsibility of a buddy is to make sure the new employee understands procedures of Banquet and how to follow standards set in place as outlined in the BQTTM.对于一个伙伴的责任来说，是要确保新员工明白宴会厅的操作程序并能按照宴会厅的培训手册中的大纲规定的标准实际操作。
The outcome of this training manual will ensure that the new employee is competent in all areas of the department. A clear understanding will be established firstly, of Back of House procedures before they venture into service. This will create a professional and positive outlook by all.这个培训手册的目的是确保新员工能胜任部门的所有工作。
酒店客房英语培训课件
M：Mary 玛丽
G：Guest 旅客
M: （Knocking the door）Housekeeping.May I come in? 我是客房服务员，可以进来吗？ G:Come in, please. 请进！ M:Good evening, ma'am. May I do your room now? 晚上好，女士，我现在可以清理您的房间吗？ G:Sure.(Finish cleaning the room) 当然啦。 M:I' m done. Anything else,ma'am? 我做完了，还有什么事吗，女士？ G:No, thanks. 没有了，谢谢！
LOGO
句型精选
1、招呼和带领客人
A.Welcome to Dongming International Hotel! 欢迎您来东明国际大酒店！ A.May I see your room card? 我能看看您的住房卡吗？ A.Your room number, please? 请问您的房间号码是多少？ A.Follow me, please. 请跟我来！ A.Please watch your step. 请您小心走好！ A.Please take the lift on your left. 请您搭乘左边的电梯。
背景常识须知
I'm sorry to hear that.很抱歉听到这样的事。
I'll ask the engineer to check it. 我叫工程人员来检查。 It takes time to repair.修理需要时间。 Can you change a room for me?可以给我换个房间吗？ Would Room 3102 be alright?3102房间好吗？ Could you change a room,sir?先生，您换个房间好吗？ We are really sorry for this.我们实在是非常抱歉。
Sheraton(喜来登)酒店一对一培训技巧
Slide# 2
Definition of Structured Training 系统培训的定义
A planned and systematic effort to modify or develop
knowledge or skill as a result of the teaching of practical skills and knowledge that relate to specific useful competencies for a given job.
Examples 范例
• Taking a reservation • Taking a food order • Setting a table for four • Checking in a guest • Making a bed • Presenting a bill to guest • Performing first aid
ETS Module I: Conducting One-on-One Training
Slide# 11
有效的培训技巧课程概览
Module 1: Conducting one-on-one training 第一单元: 开展一对一的培训
Module 2: Conducting group training 第二单元: 开展一对多人培训
ETS Module I: Conducting One-on-One Training
Effective Training Skills Module 1
有效的培训技巧 第一单元
Conducting One-on-One Training 开展一对一的培训
ETS Module I: Conducting One-on-One Training
关于SHERATON喜来登酒店英语培训(45页)
Chapter 1. Courtesy EnglishUnit 1： GREETING & FAREWELLS● VOCABULARY● PHRASES ON THE JOBGood morning Good afternoon Good evening Welcome back Hi 早上好 下午好 晚上好 欢迎回来 嗨 Hello How do you do? How are you? Fine, thank you, and you? 你好 你好 你好吗？ 很好，谢谢，你呢？ Fine, thanks, and you? Good-bye Good night Good-bye for now 很好，谢谢，你呢？ 再见 晚安 再见 It was nice to see you again. Have a good evening See you later. It was nice seeing you. 很高兴又见到你。
晚上愉快。
回头见。
很高兴见到你。
Have a good weekend Have a safe trip Have a good day Hope to see you again 周末愉快。
一路平安。
祝您愉快。
希望再见到您。
Thank you for coming (Thanks for coming) Look forward to seeing you again 感谢光临。
盼望再见到您。
● LISTEN TO THE CONVERSATIONListen to the guest and then fill the gap in each sentence. The guest ’s name is . The staff ’s name is . The guest will today.He ’ll live in next time he comes.● TALKING TO THE GUESTStaff : Good morning. Mr. Smith. How are you today>? Guest: Good morning. Jane. I’m fine, thanks, and you? Staff : I’m fine too. Are you checking-out today? Guest: yes, I think soStaff : Did you enjoy your stay here? Guest: Yes, I did.Staff : I hope our service is to your satisfactionGuest: Sure. I’m very pleased with everything here.Staff : Thank you. I wish you a nice trip home and look forward to seeing you again. Guest: Thank you. I’ll definitely come to the Sheraton next time I’m in Tianjin.PAIR WORKFind a partner and play the roles of the staff and the guest who will be on holiday soon.OXFORD HUMOURThe more I study, the more I know. The more I know, the more I forget. The more I forget, the less I know. So why study?UNIT 2: INTRODUCTIONSVOCABULARYPHRASES ON THE JOBMy name is John Smith It ’s nice to meet you. It ’s nice meeting youi. 我叫约翰.史密斯。
sheraton喜来登星级酒店英语培训页
C h a p t e r 1. C o u r t e s y E n g l i s hUnit 1： GREETING & FAREWELLS●VOCABULARY●PHRASES ON THE JOBGood morning Good afternoon Good eveningWelcome backHi早上好 下午好 晚上好 欢迎回来 嗨HelloHow do you do?How are you?Fine, thank you, andyou?你好 你好 你好吗？ 很好，谢谢，你呢？ Fine, thanks, and you?Good-byeGood nightGood-bye for now 很好，谢谢，你呢？ 再见 晚安 再见 It was nice to see you again. Have a good evening See you later.It was nice seeing you. 很高兴又见到你。
晚上愉快。
回头见。
很高兴见到你。
Have a good weekendHave a safe tripHave a good dayHope to see you again周末愉快。
一路平安。
祝您愉快。
希望再见到您。
Thank you for coming (Thanks for coming)Look forward to seeing you again感谢光临。
盼望再见到您。
●LISTEN TO THE CONVERSATIONListen to the guest and then fill the gap in each sentence. The guest ’s name is . The staff ’s name is . The guest will today.He ’ll live in next time he comes. ●TALKING TO THE GUESTStaff : Good morning. Mr. Smith. How are you today>? Guest: Good morning. Jane. I’m fine, thanks, and you? Staff : I’m fine too. Are you checking-out today? Guest: yes, I think soStaff : Did you enjoy your stay here? Guest: Yes, I did.Staff : I hope our service is to your satisfaction Guest: Sure. I’m very pleased with everything here.Staff : Thank you. I wish you a nice trip home and look forward to seeing you again. Guest:Thank you. I’ll definitely come to the Sheraton next time I’m in Tianjin.PAIR WORKFind a partner and play the roles of the staff and the guest who will be on holiday soon.OXFORD HUMOURThe more I study, the more I know.The more I know, the more I forget.The more I forget, the less I know.So why study?UNIT 2: INTRODUCTIONSVOCABULARYPHRASES ON THE JOBMy name is John Smith It’s nice to meet you. It ’s nice meeting youi.我叫约翰.史密斯。
喜来登酒店培训
ORIENTATION PROGRAMME 入职培训内容
DAY Three 第三天
Teamwork Activity 团队活动 STAR Service Standards IV STAR服务标准 （4）
Career Development 事业上升 Fire safety 防火 First-aid 急救常识 Safety & Security 安全防范 Test & Team Activity 测试及团队活动
北
部
- 大中国 ，日本，韩国 ， 北太平洋岛屿
Central- South East Asia &am和孟加拉国
South - Australia, New Zealand & South Pacific Islands 南 部 - 澳大利亚，新西兰和南太平洋岛屿…
ASIA PACIFIC DIVISION 亚太地区分布
STARWOOD ASIA PACIFIC 喜达屋亚太地区
Divided into 3 Regions 分布在3个地区
North
- Greater China, Japan, Korea & North Pacific Islands
Starwood Cares
喜达屋关爱
Spirit of Service Excellence 优质服务精神
Starwood Cares
喜达屋关爱
我们服务文化的“核心” The ―Core‖ of our Service Culture 树干 Tree Trunk 其它所有一切的基础 The basis for everything else
酒店新员工入职培训系列教材(第八章--酒店基础英语)
第八章酒店基础英语培训目标：✧读写出酒店各部门的英语单词；✧会听与说十句最简单的酒店基础英语句子。
第一节酒店基础英语45句⏹礼貌用语Courtesy EnglishGood morning/afternoon/evening, sir/madam. 早上好/下午好/晚上好Nice to meet you. 很高兴见到您Welcome to our hotel。
欢迎光临我们酒店Have a good time。
祝您在酒店过得愉快⏹电话用语Telephone sentencesWait a moment，please。
对不起,请稍等Sorry，he is no in at the moment. 对不起，他暂时不在I beg your pardon? 对不起,(我听不太清楚) Could you speak a little slower，please? 请稍微讲慢一点⏹答谢英语Thanks and answerThank you。
谢谢It is very kind of you. 谢谢，您真客气You are welcome. 不用谢It is my pleasure。
非常高兴为您服务I am at your service。
我随时愿为您服务That is all right。
没关系⏹征询语ConsultCan I help you? 我能帮您什么忙吗？What is your suggestion? 您有什么意见或建议吗? Excuse me, may I have your name? 对不起，请问尊姓贵名？⏹指路Asking and giving directionsThis way, please. 这边请Co ahead, and turn to the left/right。
往前面走，然后往左/右边拐It is on the second floor. 在二楼It is next to……它紧靠着……It is opposite the……它在……对面I will take you there. 我带您去Go upstairs to the third floor. 往楼上走到三楼Where is the toilet？请问洗手间在哪?You first, please。
酒店培训教材— Hotel Inspection
SHERATON SHENYANG LIDO HOTEL沈阳丽都喜来登饭店TRAINING ACTIVITY OUTLINE培训活动纲要Task: Hotel Inspection任务：店内参观Code序号： OH-SM-RM-D104Objectives：At the end of this session, each trainee will be able to provide sales Associates with guide line in conducting inspection of hotel.目的：课程结束后，将为每个学员提供酒店内参观的指导方针。
Standard：Sales associates will conduct inspection of hotel facilities to in-houseguests, prospective clients and other individuals with a pre-determinedobjective.标准：销售部员工将向客人展示酒店的服务设施，对有潜在生意的客户要根据其具体要求参观。
Resources： LCD, Whiteboard，flipchart【实用】酒店管理制度文件附赠酒店管理的八大要点酒店管理无小事，酒店管理的任一个方面都可能至关重要，酒店管理的每一个细节都可能关乎成败。
归纳起来，酒店管理离不开以下八件事：酒店质量管理酒店取得成功的关键是什么?是能持续提供符合客户要求，能得到客户满意和信赖的高质量产品和服务。
质量管理是酒店管理最基本的要素，最基本思路就是通过酒店店运行中的每一个过程进行调查、分析，从而确定质量管理的总体状况。
酒店能源管理加强能源管理是酒店规划建设以及运营阶段的一个永恒的话题。
作为酒店的管理人员应该注重酒店的建筑节能，设备节能，人员节能，合理处理好能源的分配和使用。
总之，能源管理的目标是使酒店在整个寿命周期的能源消耗及配套改造工程费用降到最低。
英语培训-客房部
Housekeeping Department带客进房（1）在引导客人时, 应走在客人的左前方2-3步, 将客人引至接待厅或客房。
客房服务员随后送上开水、毛巾等, 还应主动、适当地介绍服务设施, 热情表示愿为宾客服务。
客房服务员为新来的客人打开房门后自己应先进客房, 一是可避免新客万一走错房间及房内客人照面的尴尬场面, 二是春秋冬季的下午或黄昏、晚上较暗, 而无人的空房是不亮灯的, 服务人员先进去开灯, 可免去客人的不便。
酒店小贴士Tips带客进房绝句1. 如何开灯Please slide the key tag into the key tag box on the wall , and the lights are switched on.请将钥匙板插到墙上的钥匙盒上, 这样灯就会亮。
2.如何用水Pull up the faucet valve , then turn it to the left and the heated water will run out.将水笼头朝上提一下, 然后向左拧, 热水就会出来。
3.设施说明Here is the light switch, the temperature adjuster, the wardrobe and the mini-bar.这是开关、温度调节器、衣柜和食品柜。
4.擦鞋服务Our hotel offers free shoes polishing service for guests.Put your shoes outside the door before you go to bed.我们宾馆为客人提供免费擦鞋服务, 您在睡觉前把鞋放在门外就行。
5.如何开电视To turn on the TV , just press the button on the upper-right corner .按右上角的按钮, 就可以打开电视机。
喜来登酒店-前厅培训手册
PrefaceDear Trainer,I appreciate that you are willing to put effort in training a new co-worker! Thank you!You will train the trainee the coming 2 weeks/ 4 weeks. The trainee has to be able to work alone after the training. We start with the basic procedures and basic information. You will have to provide the trainee with a lot of information and you have to show him/ her a lot of procedures.The trainee will be very busy during the training and will get a lot of information. It can be hard for the trainee to cope with all the information. Please be patient and try to remember how your first weeks were. At the end it will all work out.The training manual will be a guide line for the trainee to learn the procedures and standards. Your manual has the answers to the questions. You must know the answers already, but there is information in the manual that you need to explain to the trainee, and the answers are a guideline. So do not forget to use it. The answers are thorough and that is what you need your trainee to know.If you have any remarks or other feedback about the manual, please let us know. This is the first draft, so there may be errors in it or not that handy to work with. All feedback is welcome!With you were are going to make sure that all the co-workers at the Front Office Department know all the standards and all procedures. This way we can provide a 5 star service to the guest, which we can all benefit from!Good luck and thank you!Greetings,Derek van der PollDirector of RoomsDay 109.00 – 17.30 Introduction DayToday you will meet your trainee. General questions are going to be answered and the trainee is going to look in the hotel rooms (which have to be prepared when the trainee asks for this). The trainee is going to look at the 5th floor and at the 4th floor as well and has to answer the following questions regarding the rooms and other departments.今天您将见到您的学员。
SHERATON喜来登酒店英语培训45页word精品文档39页
Chapter 1. Courtesy EnglishUnit 1：GREETING & FAREWELLS●VOCABULARY●PHRASES ON THE JOBGood morning Good afternoon Good evening Welcome back Hi 早上好下午好晚上好欢迎回来嗨Hello How do you do? How are you? Fine, thank you, and you? 你好你好你好吗？很好，谢谢，你呢？Fine, thanks, and you? Good-bye Good night Good-bye for now很好，谢谢，你呢？再见晚安再见It was nice to see you again. Have a good evening See you later. It was nice seeing you.很高兴又见到你。
晚上愉快。
回头见。
很高兴见到你。
Have a good weekend Have a safe trip Have a good day Hope to see you again周末愉快。
一路平安。
祝您愉快。
希望再见到您。
Thank you for coming (Thanks for coming) Look forward to seeing you again感谢光临。
盼望再见到您。
●LISTEN TO THE CONVERSATIONListen to the guest and then fill the gap in each sentence.The guest’s name is .The staff’s name is .The guest will today.He’ll live in next time he comes.●TALKING TO THE GUESTStaff : Good morning. Mr. Smith. How are you today>?Guest: Good morning. Jane. I’m fine, thanks, and you?Staff :I’m fine too. Are you checking-out today?Guest: yes, I think soStaff :Did you enjoy your stay here?Guest: Yes, I did.Staff :I hope our service is to your satisfactionGuest: Sure. I’m very pleased with everything here.Staff :Thank you. I wish you a nice trip home and look forward to seeing you again.Guest: Thank you. I’ll definitely come to the Sheraton next time I’m in Tianjin.PAIR WORKFind a partner and play the roles of the staff and the guest who will be on holiday soon.OXFORD HUMOURThe more I study, the more I know.The more I know, the more I forget.The more I forget, the less I know.So why study?UNIT 2: INTRODUCTIONSVOCABULARYPHRASES ON THE JOBMy name is John Smith It’s nice to meet you. It ’s nice meeting youi. 我叫约翰.史密斯。
《酒店英语培训》课件
《酒店英语培训》课件酒店英语培训一、课程背景随着全球化的不断深入，酒店行业对于高素质英语人才的需求日益增长。
为了培养具备出色英语沟通能力的酒店人才，本课程针对酒店行业从业者设计，旨在提高学员的英语水平，使他们能够更好地为国内外客户提供优质服务。
二、课程目标本课程的目标是让学员在掌握基本英语沟通技巧的基础上，熟悉酒店行业的常用英语表达，培养学员在酒店工作中具备跨文化交流的能力，从而提升酒店服务质量和客户满意度。
三、课程内容1、酒店英语基础：介绍酒店行业的基本英语词汇、句型和常用表达，帮助学员快速入门。
2、客房服务英语：学习如何为客人提供优质的客房服务，包括欢迎词、房间介绍、清洁服务等内容。
3、餐饮服务英语：掌握餐厅服务中的常用英语表达，学习如何进行点菜、推荐菜品、处理客人的投诉等。
4、前台英语：学习如何处理预订、入住、退房等前台工作，提高与客人的沟通效率。
5、跨文化交流：介绍不同文化背景的客人的沟通需求和习惯，提升学员的跨文化交流能力。
四、课程形式1、视频教学：通过生动的视频素材，展示酒店工作中的实际场景，帮助学员更好地理解课程内容。
2、角色扮演：学员分组进行角色扮演，模拟酒店工作中的真实场景，提高英语口语表达能力。
3、案例分析：通过分析真实的酒店案例，让学员了解酒店工作中可能遇到的问题及解决方法。
4、课堂互动：邀请行业专家进行现场讲解，与学员进行互动交流，答疑解惑。
五、课程评估1、课堂表现：根据学员的课堂参与度、角色扮演表现等方面进行评估。
2、课后作业：布置与课程内容相关的作业，巩固学习成果。
3、阶段测试：定期进行阶段性测试，了解学员的学习进度和掌握程度。
4、期末考试：进行综合性的期末考试，评估学员在整个课程中的学习成果。
六、课程优势1、针对酒店行业设计，符合行业需求，更具针对性。
2、课程内容丰富，涵盖了酒店服务的各个方面，全面提升学员的英语能力。
3、结合实际工作场景，注重实践操作，使学员更好地适应工作环境。
最新资料酒店客房英语培训材料
客房英语培训材料1、乐意为您效劳I am at your survice.2、很抱歉I’am sorry.3、对不起Excuse me4、很抱歉，那是我的过错I’am sorry, It’s my foult.5、对不起，让您久等了sorryto have kept,youwaiting6、对不去，打扰您了sorry to in terrupt you.7、对此表示抱歉I’m sorry about this.8、没关系That’s all right9、算了吧！Let’s forget it!10、能帮你什么吗？好的。
Can I halp you? Yes please.11、请稍等一下Just a moment please.12、在三楼It’s on the third floor.13、请这边走This way please14、左转/右转Turn left/Turn right15、请走好Watch your step16、请别遗忘您的东西Please don’t leave anything behind.17、请不要在这里抽烟Please don’t snoke here18、早上好good morning19、中午好good afternoon20、中午好good evening21、您好?（初次见面）How do you do?您好!很高兴见到您。
How do you do! Glad to meet you.22、您好吗？How are you?好的，谢谢。
您呢？Fine,thanks.And you?23、欢迎到我们酒店来Welcome to our hotel24、愿您在我们宾馆过得愉快。
Wish you a most pleasant stay in our hotel.25、祝您过的愉快！Have good time!26、对不起，请再说一遍好吗？I beg your pardon?27、这个房间每天都打扫。
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喜来登大酒店内部英语培训资料Chapter 1. Courtesy EnglishUnit 1: GREETING & FAREWELLSVOCABULARYPHRASES ON THE JOBGood morning Good afternoon Good eveningWelcome back Hi早上好下午好晚上好欢迎回来嗨How do you do? How are you? HelloFine, thank you, and you?你好你好你好吗, 很好，谢谢，你呢,Fine, thanks, and you? Good-bye Good nightGood-bye for now很好，谢谢，你呢, 再见晚安再见It was nice to see you again. Have a good evening See you later. It was nice seeing you.很高兴又见到你。
晚上愉快。
回头见。
很高兴见到你。
Have a good weekend Have a safe trip Have a good dayHope to see you again周末愉快。
一路平安。
祝您愉快。
希望再见到您。
Thank you for coming Thanks for coming Look forward to seeing you again感谢光临。
盼望再见到您。
LISTEN TO THE CONVERSATIONListen to the guest and then fill the gap in each sentence. The guest’s name i s .The staff’s name is .The guest will today.He’ll live in next time he comes.TALKING TO THE GUESTStaff : Good morning. Mr. Smith. How are you today ? Guest: Good morning. Jane. I’m fine, thanks, and you?Staff : I’m fine too. Are you checking-out today?Guest: yes, I think soStaff : Did you enjoy your stay here?Guest: Yes, I did.Staff : I hope our service is to your satisfaction Guest: Sure. I’m very pleased with everything here.Staff : Thank you. I wish you a nice trip home and look forward to seeing you again.Guest: Thank you. I’ll definitely come to the Sheraton next timeI’m in Tianjin.PAIR WORKFind a partner and play the roles of the staff and the guest whowillbe on holiday soon.OXFORD HUMOURThe more I study, the more I know.The more I know, the more I forget.The more I forget, the less I know.So why study?UNIT 2: INTRODUCTIONSVOCABULARYPHRASES ON THE JOBMy name is John Smith It’s nice to meet you.It’s nice meeting you.我叫约翰.史密斯。
很高兴见到您。
很高兴见到您。
I’m Mary Copper I’m pleased to meet youI’m glad to meet you.我叫玛丽.库伯。
很高兴见到您。
很高兴见到您。
Let me introduce you to John Smith I’d like to introduce you to Mary Copper.我把你介绍给约翰.史密斯。
我想把你介绍给玛丽。
I’d like you to meet Mr. Thomson.I don’t think we’ve met before 希望你认识一下托玛斯先生。
我想我们以前没见过。
Have we met before? You’re new here, aren’t you?我们以前见过面吗, 你是新来的，对吗,LISTEN TO THE CONVERSATIONTALKING TO THE GUEST:Staff : Good morning, sir, May I know your name? Guest: Certainly. My name is John Smith Staff : Would you please spell your last name? Guest: Sure. P-a-r-k-I-n-s-o-n, Parkinson. Staff : How do you do Mr. Parkinson? Welcome to our hotelHow do you do? Very nice to meet you. Guest:Staff : Hope you’ll enjoy you stay here.I think I will Guest:Staff : See you later.Guest: See you.PAIR WORKIntroduce yourself to a partner.EXERCISEPut in articles where needed.A: Would you like cold milk?B: Yes, please. I’d like glass of beer if you’ve got it.A: I’ll go and have a loo k in kitchen.Yes, there’s bottle here, but it isn’t coldB: Never mind. Can I have piece of ice in it? A: Sure. There is quite a lot in refrigerator. IDIOMS:No pain no gain.As busy as a bee.Hand and foot.As proud as a peacock.As hungry as a wolfBeat about the bush.UNIT 3: APOLOGIESVOCABULARYPHRASES ON THE JOBExcuse me I’m sorry please forgive me. That’s Ok打扰一下。
对不起。
请原谅。
没什么。
I do apologize That’s all rightPlease accept our apology.我很抱歉。
没关系。
请接受我们的歉意。
Would you please wait a moment? Wouldyou mind waiting a second?请稍等好吗, 请稍等好吗,I didn’t mean for that to happen. I assureyou it won’t happen aga in.我是不想出这种事的。
我向您保证以后不再发生这种事。
TALKING TO THE GUESTGuest: Excuse me. I think there is a mistake in my bill..Staff : I’m sorry to hear that. I’ll check for you right away. Would you please wait a moment?Guest: OK. a moment laterStaff : I do applogize, Mr. Smith. There is a mistake in your bill.I assure you it won’t happenagain.Guest: Well, that’s all rightEXERCISEPut in the missing word.Mr and Mrs Miller are from Austria. They often go shopping without their German guide.But they can’t to the taxi driver as they can a word of Chinese.They don’t know how to him where they want to go. And the driver doesn’t knowhow to to them because he dosen’t German. Mr. Miller to himself. “ I wish I could some Chinese.”UNIT 4: OFFERING HELPVOCABULARYPHRASES ON THE JOBAnything I can do for you? If there’s anything Ican do to help, please let me know.我能为您做些什么, 如果有我能帮忙的话，请告诉我。
Can I help you? If I can be of assistance. Please do not hesitate.我能帮忙吗, 如果要我帮忙，别犹豫，尽管讲。
Do you need any help? I’d be very glad to helpyou.要帮忙吗, 很高兴认识你。
Can I give you a hand? If you wouldn’t mind. 要帮忙吗, 如果你不介意。
If you don’t mind. If it’s no trouble如果你不介意。
如果不麻烦的话。
please take your time There’s no h urry不着急。
不着急。
Going down. Going up?上楼吗, 下楼。