酒店英语培训课件.ppt

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,酒店英语培训课件,酒店英语培训课件酒店英语培训课件GM OFFICE,经办,总,英文全称,缩写,部门,DEPARTMENT,DEPT,职位,POSITION,POS,董事长,Chairman,总经理,General Manager,GM,副总经理,Deputy General Manager,DGM,秘书,Secretary,GM OFFICE,英文全称,缩写,经,理,MANAGER,MGR,主,管,SUPERVISOR,SUP,领,班,CAPTAIN,CAP,文,员,CLERK,-,服务员,WAITER,值班经理,DUTY MANAGER,DM,酒店英语职位词汇,房务部,ROOMS DIVISION,前厅部,FO,英文名称,缩写,前厅部,FRONT OFFICE,FO,前台,FRONT DESK,FD,接待处,RECEPTION,RECP,行政楼层,EXECUTIVE FLOOR,E/F,询问处,INFORMATION,INFM,订房部,RESERVATION,RESV,总机房,OPEATOR,OPT,礼宾部,CONCIERGE,CON,商务中心,BUSINESS CENTRE,BC,大堂,LOBBY,楼层,FLOOR,/F,员工通道,STAFF ENTRANCE,房务部,ROOMS DIVISION,前厅部,FO,英文名称,缩写,前厅经理,FRONT OFFICE MANAGER,FOM,大堂副理,ASSISTANT MANAGER,AM,接待员,RECEPTIONIST,订房员,RESERVATIONIST,RESV CLERK,门童,DOORMAN,司机,DRIVER,楼层,FLOOR,/F,员工通道,STAFF ENTRANCE,领班,CAPTAIN,行李生,BELL BOY,总机,/,商务领班,OPERATOR,商务中心文员,BUSINESS CENTER CLERK,世界最远的距离不是树与树的距离 而是同根生长的树枝却无法在风中相依 世界上最远的距离不是树枝无法相依 而是相互了望的星星却没有交汇的轨迹 世界上最远的距离不是星星之间的轨迹 而是纵然轨迹交汇却在转瞬间无处寻觅 世界上最远的距离不是瞬间无处寻觅 而是尚未相遇便注定无法相聚 世界上最远的距离是鱼与飞鸟的距离 一个在天 一个却深潜水底,点击添加文本,单击添加大标题,Your text,房务部,ROOMS DIVISION,管家部,英文名称,缩写,管家部,Housekeeping Department,行政管家,Executive Housekeeper,PA,经理,PA Manager,楼层主管,Floor Supervisor,布草房主管,Linen Room,楼层领班,Floor Captain,房务中心领班,Room Centre Captain,PA,技工领班,PA,captain,楼层服务员,FLOOR ATTENDANT,房务中心文员,HOUSEKEEPING CENTRE CLE,RK,布草工,LINEN ATTENDANT,缝纫员,SEAMSTRESS,世界最远的距离不是树与树的距离 而是同根生长的树枝却无法在风中相依 世界上最远的距离不是树枝无法相依 而是相互了望的星星却没有交汇的轨迹 世界上最远的距离不是星星之间的轨迹 而是纵然轨迹交汇却在转瞬间无处寻觅 世界上最远的距离不是瞬间无处寻觅 而是尚未相遇便注定无法相聚 世界上最远的距离是鱼与飞鸟的距离 一个在天 一个却深潜水底,点击添加文本,单击添加大标题,Your text,房务部,ROOMS DIVISION,洗衣房,LAUNDRY ROOM,英文名称,缩写,洗衣房经理,LAUNDRY MANAGER,洗衣房主管,LAUNDRY SUPERVISIOR,干洗工,DRY-CLEANER,水洗工,WASHER CAPTAIN,熨烫工,Valet,PRESSERS,世界上最远的距离不是生与死的距离,而是我站在你面前你不知道我爱你,世界上最远的距离不是我站在你面前你不知道我爱你,而是爱到痴迷却不能说我爱你,世界上最远的距离不是我不能说我爱你,而是想你痛彻心脾却只能深埋心底,点击更换文本,单击添加大标题,Your text,餐饮部,英文名称,缩写,中餐厅,Chinese Restaurant,Chinese Rest.,中餐经理,Chinese Restaurant Manager,西餐厅,Western Restaurant,酒吧,Lobby,Lounge,大董餐厅,Dadong Roast,Duck,宴会服务,Banquet Hall,管事部经理,Steward,FOOD&BEVERAGE DEPARTMENT,TEXT,TEXT,TEXT,TEXT,TEXT,TEXT,TEXT,TEXT,TEXT,TEXT,Your text here,单击添加大标题,Your text,财务部,FINANCE DEPARTMENT,英文名称,缩写,财务总监,FINANCIAL CONTROLLER,FC,总会计师,/,财务部经,CHIEF ACCOUNT,-,成本会计师,COST ACCOUNT,-,采购,部,PURCHASING DEPARTMENT,出纳收银,CASHIER,点击添加文本,点击添加文本,点击添加文本,点击添加标题,Text 1,Text 2,Text 3,单击添加大标题,Your text,行政人事部,HUMAN RESOURCE DEPARTMENT,英文名称,缩写,人力资源部,Human,Resource Division,人事部,Personnel Department,培训部,Training Department,质检部,Quality Inspection Department,福利劳资员,Payroll Clerk,员工宿舍管理员,Dormitory Keeper,行政主管,Administration Supervisor,单击添加大标题,Your text,工程部,ENGINEERING DEPARTMENT,英文名称,缩写,工程总监,Chief Engineer,工程部经理,Engineering Manager,单击添加大标题,Your text,保安部,SECURITY DEPARTMENT,英文名称,缩写,保安部经理,Security,Manager,门卫,Guard,单击添加大标题,Your text,市场营销部,SALES&MARKETING DIVISION,英文全称,缩写,市场营销总监,Director of Sales and Marketing,公关部,Public,Relation Manager,高级销售代表,Senior Sales Executive,单击添加大标题,Your text,康乐部,RECREATION&ENTERTAINMENT DEPARTMENT,英文全称,缩写,桑拿,Sauna,营业经理,Sales,Manaeer,酒店常用英语,AC Account,账户,ADD Address,地址,C/O Check-out,结账退房,C/I C heck-in,登记入住,COMP Complimentary,免费,CXL Cancel,取消,GRP Group,团队,HSKP Housekeeping,客房管理,LDY Laundry,洗衣,RSVN Reservation,预定,酒店常用英语,VO American Breadfast,美式早餐,AC Voucher,凭证，收据,WI Walk In,步入散客,RC Registration Card,登记表,DND Do not disturb,免打扰,Foreigner,国外客人,OOS Out of service,不卖房,VC Vacant clean,干净的空房,OOO Out of order,维修房,N/S No-show,未到客人,P/B Pay By,由。支付,Morning call,叫早服务,酒店常用英语,Credit card,信用卡,cash,现金,Cheque,支票,bill,账单,Passport,护照,Surcharge,服务费,Long-staying,长住,rack rate,门市价,Welcome booklet,钥匙,fire escape plan card,走火图,Deposit,押金,Guarantee,担保,Occupancy,入住率,Upgrade,升级,Confidential,保密,non-smoking,无烟,Due out,预退,directory of service,服务指南,Air conditioner,空调,Ashtray,烟灰缸,Wardrobe,衣柜,Blanket,地毯,Master key,万能钥匙,酒店常用英语,Door bell,门铃,Bathrobe,浴袍,Safety chain,安全链,Curtain,窗帘,Bath mat,地巾,Kettle,热水壶,Hanger,衣架,rack rate,门市价,Welcome booklet,钥匙,razor/shaver,剃须刀,Body lotion,沐浴露,Guarantee,担保,Occupancy,入住率,TV guide,电视节目单,Shampoo,洗发露,ice bucket,冰桶,Tissue,纸巾,coaster,杯垫,Shoes horn,鞋拔,sewing kit,针线包,Laundry bag,洗衣袋,Tooth brush,牙刷,Coffee mate,咖啡伴侣,世界上最远的距离不是生与死的距离,而是我站在你面前你不知道我爱你,世界上最远的距离不是我站在你面前你不知道我爱你,而是爱到痴迷却不能说我爱你,世界上最远的距离不是我不能说我爱你,而是想你痛彻心脾却只能深埋心底,点击更换文本,基本句式,在正式的英语表现里，疑问基本句型可分为下列四种：,1.May I,2.Could you,3.Would you,4.Shall I?,TEXT,TEXT,TEXT,TEXT,TEXT,TEXT,TEXT,TEXT,TEXT,TEXT,Your text here,单击添加大标题,Your text,Y,1,自己要做什么事时，就使用,May I,May I have your name,please?,请问尊姓大名,May I have your check-out time,please?,请问您什么时候结帐离开？,2,麻烦客人时，可使用,Could you,Could you fill out the form,please?,请您填写这张表格好吗？,Could you write that down,please?,请您写下来好吗？,基本句式,TEXT,TEXT,TEXT,TEXT,TEXT,TEXT,TEXT,TEXT,TEXT,TEXT,Your text here,单击添加大标题,Your text,Y,基本句式,3,询问客人的喜好或是做什么时，可使用,Would you,Would you like tea or coffee?,请问您要喝茶还是咖啡？,Would you like to take a taxi?,请问您要搭计程车吗？,4,在提供建议协助、征求意见时，可使用,Shall I,或,Would you like me to do?,Shall I draw the curtains?,请问需要我把窗帘拉上吗？,Shall I make the reservation for you?,请问要我为您安排预约吗？,点击添加文本,点击添加文本,点击添加文本,点击添加标题,Text 1,Text 2,Text 3,单击添加大标题,Your text,问候语,Good morning/afternoon/evening,sir/madam!,早上好,/,下午好,/,晚上好，先生,/,夫人！,How are you today,sir?,您好吗，先生？,How do you do!,您好！,Nice to meet/see you!,很高兴见到你！,Greeting,问候语,单击添加大标题,Your text,问候语,Welcome to hotel.,欢迎光临君宸大酒店,We,re glad to see you.,很高兴见到您。,欢迎词,点击添加文本,点击添加文本,点击添加文本,点击添加标题,Text 1,Text 2,Text 3,单击添加大标题,Your text,询问,/,征询,Asking/Inquiring,May I help you/What can I do for you?,需要帮忙吗？,May I have your name,please?,可以告诉我您的名字吗？,May I have your signature here,sir?,请您在这里签字。,Would you like to leave a message?,您需要留口信吗？,I beg your pardon?,您能再说一遍吗？,点击添加文本,点击添加文本,点击添加文本,点击添加标题,Text 1,Text 2,Text 3,单击添加大标题,Your text,询问,/,征询,Asking/Inquiring,What do you think of our service?,您觉得我们的服务怎么样？,May I know your name/room number?,能告诉我您的名字,/,房号吗？,May I know whom I,m talking to?,请问您是哪位？（打电话时用）,May I be of(your)service,madam?,请让我为您服务，夫人。,May I recommend our xx to you,sir?,先生，我向您推荐,xx,。,点击添加文本,点击添加文本,点击添加文本,点击添加标题,Text 1,Text 2,Text 3,单击添加大标题,Your text,询问,/,征询,Asking/Inquiring,How about xx?,xx,怎么样？,Would you like me to book you a xx?,为您预订,xx,，可以吗？,Would you like to sit by the window?,您喜欢坐窗边的位置吗？,Would you like to have a cup of tea?,您来一杯茶吗？,Is there anything else I can do for you,madam?,夫人，您还有什么需要吗？,点击添加文本,点击添加文本,点击添加文本,点击添加标题,Text 1,Text 2,Text 3,单击添加大标题,Your text,祝福,/,恭贺,Have a pleasant stay with us,sir.,愿您和我们共度好时光。,Have a nice day/a pleasant evening/a good weekend!,祝您今天,/,今晚,/,周末愉快！,Enjoy your stay/day.,祝您愉快！,Happy New Year/Birthday!,新年,/,生日快乐！,Merry Christmas!,圣诞快乐！,Congratulations!,点击添加文本,点击添加文本,点击添加文本,点击添加标题,Text 1,Text 2,Text 3,单击添加大标题,Your text,致谢,Thank you very much.,非常感谢。,Thank you for coming.,谢谢您的光临。,Thank you for being so understanding.,谢谢您的理解。（得到谅解时用）,That,s very kind of you.Thank you very much.,您真是太好了！谢谢！,点击添加文本,点击添加文本,点击添加文本,点击添加标题,Text 1,Text 2,Text 3,单击添加大标题,Your text,答谢,You are welcome.,不用谢。,With pleasure.,别客气。,Its my pleasure.,乐意为您效劳！,Glad to be of service.,很高兴为您服务。,点击添加文本,点击添加文本,点击添加文本,点击添加标题,Text 1,Text 2,Text 3,单击添加大标题,Your text,致歉,APOLOGIZING,Excuse me.,不好意思，打扰一下！,I,m awfully sorry.,真是很抱歉！,I beg your pardon.,请您原谅！,Excuse me for interrupting.,抱歉，打扰一下。（不得不打扰客人时）,Sorry to have bothered you.,抱歉，打扰了！（打扰客人后）,如果是自己的错就说“,I am sorry.,”,;,如果是公司的错，就说：“,We are sorry.,”,点击添加文本,点击添加文本,点击添加文本,点击添加标题,Text 1,Text 2,Text 3,单击添加大标题,Your text,致歉,APOLOGIZING,I,m very sorry.There could have been a mistake.I do apologize.,对不起，可能出了什么差错，我真诚向您道歉。（有投诉时）,I,m sorry.I,m being called.,不好意思，有人叫我,/,有个电话找我。（终止谈话时）,I,m sorry.A guest is waiting for me.,抱歉，有个客人正在等我过去。（终止谈话时）,I,m sorry to have kept you waiting,sir.,抱歉让您久等了！,I,m sorry.The restaurant is fully booked.,很抱歉，餐厅已经订满了。,点击添加文本,点击添加文本,点击添加文本,点击添加标题,Text 1,Text 2,Text 3,单击添加大标题,Your text,对致歉的回答,ANSWER TO,APOLOGIZING,That,s all right.,没什么。,It doesn,t matter.,没关系。,It,s nothing.,这没什么。,单击添加大标题,Your text,拒绝,Refuse,Im sorry,thats not allowed.,对不起，这是不允许的。,No,Im afraid not.,不，恐怕不行。,单击添加大标题,Your text,指示,DIRECTING,问路,Where is the,How can I get to,Could you show me the way to,单击添加大标题,Your text,指示,DIRECTING,Walk straight ahead.,一直往前走。,Turn left(right).,往左,(,右,),转。,Go upstairs(downstairs).,上,(,下,),楼。,Take the lift to the third floor.,乘电梯到三楼。,The lifts are in the lobby near the main entrance.,电梯间在大厅靠大门外。,The bellman will show you the way to the banquet hall.,大堂服务员将领您去宴会厅。,There is a washroom at the end of the corridor.,洗手间在走廊尽头。,The post and cable service is opposite the bar.,邮电所在酒吧对面。,The bank is next to the shop.,银行在小卖部隔壁。,单击添加大标题,Your text,指示,DIRECTING,指示常用词汇,near/next to/behind/at the back of/in front of/in the end of/opposite/east/south/west/north/turning/crossing/get off/get on,地点词汇,Bank,银行,/Train station,火车站,/Bus station,汽车站,/Airport,机场,点击添加文本,点击添加文本,点击添加文本,点击添加标题,Text 1,Text 2,Text 3,单击添加大标题,Your text,一般性回答,I see,sir.,我明白了，先生。,Certainly,sir.,好的，先生。,点击添加文本,点击添加文本,点击添加文本,点击添加标题,Text 1,Text 2,Text 3,单击添加大标题,Your text,请对方稍等一会,Just a moment,please.,请稍等。,Thank you for waiting.,您久等了，先生。,I am very sorry to have kept you waiting.,很抱歉让您久等了。,Could you wait a little longer,please?,请您稍候好吗？,点击添加文本,点击添加文本,点击添加文本,点击添加标题,Text 1,Text 2,Text 3,单击添加大标题,Your text,当不理解客人的英语时,面对客人的疑问，不要只是一味地傻笑，或是一直说,Yes,Yes.,如果听不懂事，要向客人提出疑问，或是先向对方说“,Just a moment,please.,”,然后请求他人协助。,Pardon?,对不起？,Pardon me?,对不起？,I beg your pardon?,对不起请再说一遍好吗？,Could you repeat that,please?,请您重复一遍好吗？,若是不敢肯定对方所说的部分内容时，可以将不明白的部分重复一遍，如：,Excuse me,sir.Do you mean you lost your room key,？,不好意思，先生，您是说您丢了房间的钥匙？,点击添加文本,点击添加文本,点击添加文本,点击添加标题,Text 1,Text 2,Text 3,单击添加大标题,Your text,情景对话,RESERVATION,C-Good morning.This is Room Reservation.May I help you?,G-Yes,Id like to reserve a room.,C-Thank you,for which date?,GFrom January 5,th,.,C-For how many nights?,G-For four nights.,C-How many guests will there be in your party?,G-Just my wife and myself.So I prefer a twin,please.,G-GUEST C-CLERK,点击添加文本,点击添加文本,点击添加文本,点击添加标题,Text 1,Text 2,Text 3,单击添加大标题,Your text,情景对话,G-GUEST C-CLERK,C,：,Room Reservations.Good afternoon.,G:Id like to book a double room for Tuesday next week.,C:Thats fine,sir.A double room for Tuesday,September 12,th,with a front view or rear view?,G:Whats the price difference?,C:A double room with a front view is 140 dollars per night,one with a rear view is 115 dollars per night.,G:I think Ill take the one with a front view then.,C:How long will you be staying?,G:Well be leaving Sunday morning.,C:That will be five nights,sir.Thank you very much,and we look forward to seeing you next Tuesday.,G:Good.Thats all settled then.Good-bye.,C:Good-bye,点击添加文本,点击添加文本,点击添加文本,点击添加标题,Text 1,Text 2,Text 3,单击添加大标题,Your text,情景对话,G-GUEST C-CLERK,G:Good evening!This is Mr.Bell in room 303.,R:Good evening,M r.Bell.What can I do for you?,G:Im going to Tianjin early tomorrow morning.So I would like to request an early morning call.,R:Yes,Mr.Bell,at what time would you like us to call you tomorrow morning?,G:Well,Im not really sure.But I have to be at the conference room of the Garden Hotel in Tianjin by 10 o clock.You wouldnt know how long it takes to drive to Tianjin from the hotel,would you?,R:I would give it three to three and a half hours.,G:That means that Ill have to be on the road by 7 oclock at the latest.,R:Thats right.,G:Well,in that case,I would like you to call me at 5:45?,R:OK,so we will wake you up at 5:45 tomorrow morning.Good night,Mr.Bell.Have a good sleep.,G:Good night.,hank you,T,谢谢！,