酒店礼貌用语培训
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• Anything I can do for you? 我能为您做些什么？ • If there’s anything I can do to help, please let me know. 如果有我能帮忙的话，请告诉我。
Leabharlann Baidu PHRASES ON THE JOB
• Can I help you? 我能帮忙吗？ • If I can be of assistance. Please do not hesitate. 如果要我帮忙，别犹豫，尽管讲。
Put in the missing word.
• C：Sorry to keep you _____. • 对不起让您久等了。 • G：It’s all right. • 没什么。
Put in the missing word.
• C：Sorry to _________ you. • 对不起，打扰了。 • G：That’s all right. • 没关系。
PHRASES ON THE JOB
• I didn’t mean for that to happen. 我是不想出这种事的。 • I assure you it won’t happen again. 我向您保证以后不再发生这种事。
TALKING TO THE GUEST
• Guest: Excuse me. I think there is a _______ in my bill. 打扰一下，我看我的账单有错误。 • Staff: I’m sorry to hear that. I’ll check for you ______. Would you please wait a moment? • 对不起！我马上检查一下。请稍等好吗？ • Guest: OK. 没关系( a moment later)
TALKING TO THE GUEST
• Staff: That’s at the other end of the corridor. Follow me. Please. I’ll show you to your room. 我领您去房间。请跟我来。 • Guest: Thank you. It’s very kind of you. 谢谢 • Staff: It’s my pleasure to serve you. Please enjoy your stay. 很高兴为您服务。祝您在我们的酒店愉快 • Guest: Yes. I will. 谢谢。 • Staff: Going up, sir? 上楼吗？ • Guest: Yes ， 是的
Group work: hotel information
B)What are the business hours of Western Restaurant? -06:30-22:00 A)How can the guest make a call between rooms? - dial “8” first, and then dial the room number
VOCABULARY
• • • • • sorry ['sɔri] 对不起 right away 马上 happen ['hæpən] 发生 bill [bil] 帐单 check [tʃek] 检查
PHRASES ON THE JOB
• • • • Excuse me 打扰一下。 I’m sorry 对不起。 Please forgive me. 请原谅 That’s Ok 没什么。
TALKING TO THE GUEST
• Staff: Excuse me, May I help you? 打扰一下。我能帮忙吗？ • Guest: Yes, I’m looking for my room. 恩，我正在找我的客房 • Staff: May I know your room number, please? 请问您房间的号是多少？ • Guest: Yes, my room number is 358. 我的房间号是358.
Group work: hotel information A)How many guest rooms are there in the hotel? -274 B)Where is the Gold Time Hotel located? - in the Bayuquan A)On which floor is there the business centre in the hotel? -on the second floor
Courtesy English for hotel service
酒店礼貌英语
APOLOGIES
VOCABULARY
• • • • • • Excuse [iksˈ kju:z] Apologize [ə'pɔlədʒaiz] mistake [misˈ teik] forgive [fəˈ ɡiv] mind [maind] assure [əˈ ʃuə] 原谅 请求原谅 错误 原谅 介意 保证
Group work: hotel information
B)What is it?
Slippers
OFFERING HELP
VOCABULARY
• • • • • • luggage ['lʌgidʒ] 行李 corridor ['kɔridɔ:] 走廊 offer ['ɔ:fə] 提供 assist [ə'sist] 帮助 serve [sə:v] 服务 want [wɔnt] 想要，要
Put in the missing word.
• C：I apologize for this. • 我对此表示抱歉。 • G：Never______. • 没关系。
Put in the missing word.
• G：_______to trouble you. • 对不起，麻烦您了。 • C：That’s all right. • 没关系。
Two groups A and B should answer the following questions ( one question –one score), if one of the group can not answer the question or the answer is not correct, the other group can answer it and get two scores.
Group work: hotel information
B) Does the hotel have a sauna? -yes, it has A)How can the guest make a local call in the room? - Dial “9” first, then dial the target telephone number.
Group work: hotel information
B)It can not be used if the fire accident occurred? What is it? -elevator A)Which floor is there the 360˚ Red Wine Cigar Bar in the hotel? -the first floor
Mixed-up sentence exercise
name have I please may your ? May I have your name, please?
Mixed-up sentence exercise
much is single per room a how night ?
Mixed-up sentence exercise
me check let have a Let me have a check
Mixed-up sentence exercise
want a drink you if have to the have bar go can you If you want have a drink, you can go to the bar.
PHRASES ON THE JOB
• I do apologize 我很抱歉。 • That’s all right 没关系。 • Please accept our apology. 请接受我们的 歉意。
PHRASES ON THE JOB
• Would you please wait a moment? 请稍等好吗？ • Would you mind waiting a second? 请稍等好吗？
VOCABULARY
• • • • • • request [ri'kwest] Hesitate ['heziteit] mind [maind] trouble ['trʌbl] look for [luk] follow me ['fɔləu] 要求 犹豫 介意 麻烦 寻找 跟我走
PHRASES ON THE JOB
PHRASES ON THE JOB
• Do you need any help? 要帮忙吗 • I’d be very glad to help you. 很高兴帮您的忙。
PHRASES ON THE JOB
• If you don’t mind. 如果您不介意。 • If it’s not trouble you. 如果不麻烦您的话。
Pair work: make up a dialog with your partner according to the following situations 根据下面的情况做对话
The guest wants to go upstairs but the elevator is not working. 客户想用电梯，可是电梯 坏了还没修好
Pair work
• The guest wants to go to the gym but it is not opened yet. 客户想去健身房，可是健身房还没开业。
Mixed-up sentence exercise
Our welcome hotel to Welcome to our hotel.
Staff: I do apologize, Mr. Smith. There is a mistake in your ____. I ______ you it won’t happen again. 我很抱歉，Smith先生。 您的账单错 的。我向您保证以后不再发生这种事 Guest: Well, that’s all right 没关系。
EXERCISE 1:Put in the missing word. • C：I’m sorry .It’s my fault. • 对不起，这是我的错。 • G：That’s all______. • 没关系。
Put in the missing word.
• C：I’m very _____ about it. • 对此我十分抱歉。 • G：That’s all right. • 别在意。
Group work: hotel information
B)What kinds of suites does the hotel have? - deluxe, business, garden(花园套房）， garden( executive，presidential。 executive presidential A)Does the hotel provide baby sitting service? - yes, it does
How much is a single room per night?
Mixed-up sentence exercise
sir apology please our accept Please accept our apology, sir.
Group work: hotel information
Leabharlann Baidu PHRASES ON THE JOB
• Can I help you? 我能帮忙吗？ • If I can be of assistance. Please do not hesitate. 如果要我帮忙，别犹豫，尽管讲。
Put in the missing word.
• C：Sorry to keep you _____. • 对不起让您久等了。 • G：It’s all right. • 没什么。
Put in the missing word.
• C：Sorry to _________ you. • 对不起，打扰了。 • G：That’s all right. • 没关系。
PHRASES ON THE JOB
• I didn’t mean for that to happen. 我是不想出这种事的。 • I assure you it won’t happen again. 我向您保证以后不再发生这种事。
TALKING TO THE GUEST
• Guest: Excuse me. I think there is a _______ in my bill. 打扰一下，我看我的账单有错误。 • Staff: I’m sorry to hear that. I’ll check for you ______. Would you please wait a moment? • 对不起！我马上检查一下。请稍等好吗？ • Guest: OK. 没关系( a moment later)
TALKING TO THE GUEST
• Staff: That’s at the other end of the corridor. Follow me. Please. I’ll show you to your room. 我领您去房间。请跟我来。 • Guest: Thank you. It’s very kind of you. 谢谢 • Staff: It’s my pleasure to serve you. Please enjoy your stay. 很高兴为您服务。祝您在我们的酒店愉快 • Guest: Yes. I will. 谢谢。 • Staff: Going up, sir? 上楼吗？ • Guest: Yes ， 是的
Group work: hotel information
B)What are the business hours of Western Restaurant? -06:30-22:00 A)How can the guest make a call between rooms? - dial “8” first, and then dial the room number
VOCABULARY
• • • • • sorry ['sɔri] 对不起 right away 马上 happen ['hæpən] 发生 bill [bil] 帐单 check [tʃek] 检查
PHRASES ON THE JOB
• • • • Excuse me 打扰一下。 I’m sorry 对不起。 Please forgive me. 请原谅 That’s Ok 没什么。
TALKING TO THE GUEST
• Staff: Excuse me, May I help you? 打扰一下。我能帮忙吗？ • Guest: Yes, I’m looking for my room. 恩，我正在找我的客房 • Staff: May I know your room number, please? 请问您房间的号是多少？ • Guest: Yes, my room number is 358. 我的房间号是358.
Group work: hotel information A)How many guest rooms are there in the hotel? -274 B)Where is the Gold Time Hotel located? - in the Bayuquan A)On which floor is there the business centre in the hotel? -on the second floor
Courtesy English for hotel service
酒店礼貌英语
APOLOGIES
VOCABULARY
• • • • • • Excuse [iksˈ kju:z] Apologize [ə'pɔlədʒaiz] mistake [misˈ teik] forgive [fəˈ ɡiv] mind [maind] assure [əˈ ʃuə] 原谅 请求原谅 错误 原谅 介意 保证
Group work: hotel information
B)What is it?
Slippers
OFFERING HELP
VOCABULARY
• • • • • • luggage ['lʌgidʒ] 行李 corridor ['kɔridɔ:] 走廊 offer ['ɔ:fə] 提供 assist [ə'sist] 帮助 serve [sə:v] 服务 want [wɔnt] 想要，要
Put in the missing word.
• C：I apologize for this. • 我对此表示抱歉。 • G：Never______. • 没关系。
Put in the missing word.
• G：_______to trouble you. • 对不起，麻烦您了。 • C：That’s all right. • 没关系。
Two groups A and B should answer the following questions ( one question –one score), if one of the group can not answer the question or the answer is not correct, the other group can answer it and get two scores.
Group work: hotel information
B) Does the hotel have a sauna? -yes, it has A)How can the guest make a local call in the room? - Dial “9” first, then dial the target telephone number.
Group work: hotel information
B)It can not be used if the fire accident occurred? What is it? -elevator A)Which floor is there the 360˚ Red Wine Cigar Bar in the hotel? -the first floor
Mixed-up sentence exercise
name have I please may your ? May I have your name, please?
Mixed-up sentence exercise
much is single per room a how night ?
Mixed-up sentence exercise
me check let have a Let me have a check
Mixed-up sentence exercise
want a drink you if have to the have bar go can you If you want have a drink, you can go to the bar.
PHRASES ON THE JOB
• I do apologize 我很抱歉。 • That’s all right 没关系。 • Please accept our apology. 请接受我们的 歉意。
PHRASES ON THE JOB
• Would you please wait a moment? 请稍等好吗？ • Would you mind waiting a second? 请稍等好吗？
VOCABULARY
• • • • • • request [ri'kwest] Hesitate ['heziteit] mind [maind] trouble ['trʌbl] look for [luk] follow me ['fɔləu] 要求 犹豫 介意 麻烦 寻找 跟我走
PHRASES ON THE JOB
PHRASES ON THE JOB
• Do you need any help? 要帮忙吗 • I’d be very glad to help you. 很高兴帮您的忙。
PHRASES ON THE JOB
• If you don’t mind. 如果您不介意。 • If it’s not trouble you. 如果不麻烦您的话。
Pair work: make up a dialog with your partner according to the following situations 根据下面的情况做对话
The guest wants to go upstairs but the elevator is not working. 客户想用电梯，可是电梯 坏了还没修好
Pair work
• The guest wants to go to the gym but it is not opened yet. 客户想去健身房，可是健身房还没开业。
Mixed-up sentence exercise
Our welcome hotel to Welcome to our hotel.
Staff: I do apologize, Mr. Smith. There is a mistake in your ____. I ______ you it won’t happen again. 我很抱歉，Smith先生。 您的账单错 的。我向您保证以后不再发生这种事 Guest: Well, that’s all right 没关系。
EXERCISE 1:Put in the missing word. • C：I’m sorry .It’s my fault. • 对不起，这是我的错。 • G：That’s all______. • 没关系。
Put in the missing word.
• C：I’m very _____ about it. • 对此我十分抱歉。 • G：That’s all right. • 别在意。
Group work: hotel information
B)What kinds of suites does the hotel have? - deluxe, business, garden(花园套房）， garden( executive，presidential。 executive presidential A)Does the hotel provide baby sitting service? - yes, it does
How much is a single room per night?
Mixed-up sentence exercise
sir apology please our accept Please accept our apology, sir.
Group work: hotel information