Hotel-Information--酒店问讯.doc

精品文档就在这里-各类专业好文档，值得你下载，教育，管理，论文，制度，方案手册，应有尽有-饭店公共袖珍英语手册一、Departments & Titles Departments Executive office(EO)Human Resources(HR)Financial Department(Fin)Sales Marketing(S&M)Front office(FO)Food & Beverage(F&B)Housekeeping(HSKP)ShopRecreation(Rec)Engineering(ENG)Purchasing(Pur)Security(sec) TitlesGeneral Manager(GM)Deputy General Manager(DGM)Assistant to GMExecutive office DirectorDuty Manager(DM)Department ManagerAssistant Manager(AM)SupervisorShift captainWaiter/waitressBartenderRoom attendantReception/cashier clerkBellboyDoormanGuardShop AssistantRepairmanDriveChefCookDoctor二、Venues Front officeCashierReceptionInformationConciergeBusiness centreOperator / SwitchboardExecutive FloorSunny Club Food & BeverageLobby barIseji Japanese RestaurantYi De Abalone RestaurantRoom ServiceVIP RestaurantQiantang Spring Chinese RestaurantSummer Palace Chinese RestaurantSunny I,II,III,IV Conference RoomSunny Plaace Multifunction BallroomGreenery Caf(Western Restaurant) RecreationMoon River Night ClubSauna CentreSwimming poolHealth ClubBeauty SalonBowling HallCards and Mahjong RoomTable Tennis RoomBilliards RoomFitness center/GymnasiumGolf Practice MiscellaneousService CentreIn-house phone Public phoneClinicShopBookstoreToiletUnderground parking lot/Underground garage Additional places of interestWest lakePub/barTea houseDiscoLive band Night marketSilk marketMuseumTrain stationAirportDepartment storePeakPagodaTempleBridgeCausewaySquareMountainHillAntiqueWest Lake ExpoLakesideSouthern West Lake Scenic ZoneWestern West Lake Scenic Zone总经办人力资源部财务部销售部前厅部餐饮部管家部商场部康乐部工程部采购部保安部职务总经理副总经理总经理助理总经办主任值班经理部门经理大堂经理主管领班餐厅服务员酒吧服务员楼层服务员总台接待员/收银行李员门僮保安营业员修理员驾驶员厨师长厨师医生场所前厅部收银台接待处问讯礼宾部商务中心总机行政楼层香溢会餐饮部大堂吧伊势路日本餐厅一德鲍鱼送餐服务贵宾房钱塘春中餐厅夏宫中餐厅香溢I,II,III,IV会议室香溢宫多功能厅雅苑咖啡阁（西餐厅）康乐部月亮河夜总会桑拿中心游泳池健身中心美容美发厅保龄球馆棋牌房乒乓球馆台球室健身房高尔夫训练场其他客房中心内线电话公用电话医务室商场书店洗手间地下车库客人感兴趣的一些地方西湖酒吧茶楼迪厅现场乐队夜市丝绸市场博物馆火车站汽车站飞机场百货大楼高峰塔桥堤广场大山小山古董西博会湖滨西湖南线西湖西线三、Hotel Information 酒店问讯 When a guest asks for hotel information, you can answer as following: 当客人询问有关酒店的一些营业场所和时间，你可以这样回答：1. The Lobby Bar is on the first floor. 大堂吧在一楼。2. The Japanese Restaurant is on the second floor. 日本餐厅在二楼。3. The Business Centre is on the third floor. 商务中心在三楼。4. The Sunny Palace is on the fourth floor. 香溢宫在四楼。5. The swimming pool is on the fifth floor. 游泳池在五楼。6. The VIP restaurant is on the twenty-first floor. 客房在21楼。7. Breakfast is served on the second floor. 早餐在二楼。8. The toilet is behind the Lobby bar, just go into the corridor right from it. 卫生间在大堂吧的后面，从大堂吧右边走廊进去就是。9. The Health Club is in the Building opposite the Front Desk. 健身中心在B楼，在总台的对面。10. Breakfast is served from half past six till ten oclock. 早餐时间是从六点到十点钟。11. The Japanese restaurant is opened from half past eleven until half past two in the afternoon. 日本餐厅的午餐时间是从早上11：30到下午2：30。12. Chinese Restaurant serves dinner from half past five until ten. 中餐厅的晚餐时间是从5：30到10点钟。 When a guest asks where the West Lake is, you can answer as following: 当客人询问到西湖该怎么走时，你可以这样回答： Please go out of the hotel and turn right, walk for about 2 minutes and you will see the sea. 请走出酒店大门向右拐，步行2 分钟就可以到大海边了。四、 Common Vocabulary Time YearWeekHourSecond Half an houra. m.Morning AfternoonEvening MondayWednesdayFridaySundayFebruaryAprilJuneAugustOctoberDecemberSpringAutumn/fall年星期小时秒钟半个小时上午早上下午晚上（9点前星期一星期三星期五星期天二月四月六月八月十月十二月春天秋天MouthDayMinuteOclockOne hourP.m.NoonNightMidnightTuesdayThursdaySaturdayJanuaryMarchMayJulySeptemberWinterNovemberSummerCentury月天分钟点钟一个小时下午中午晚上（9点以后子夜星期二星期四星期六一月三月五月七月九月冬天十一月夏天世纪 Colors and Holidays 颜色和节日dBlueYellowBrownPink PurpleLight colorBlackWhiteGreenGreyOrangeDark color红色蓝色黄色棕色粉红色紫色浅色黑色白色绿色灰色桔黄色深色New yearValentines DayWomens DayApril FoolsLabor DayChildrens DayNational DayHalloweenChristmasLunar New YearMothers DayEasterFathers Day元旦情人节妇女节愚人节劳动节儿童节国庆节万圣节圣诞节春节母亲节复活节父亲节 Numbers 数字OneThreeFiveSevenNineElevenThirteenTwenty-oneFortySixtyEightyOne hundredTen thousandSecondFourthSixthEighthTenthTwelfth一三五七九十一十三二十一四十六十八十一百一万第二第四第六第八第十第十二TwoFourSixEightTenTwelveTwentyFiftySeventyNinetyOne thousandFirstThirdFifthSeventhNinthEleventhtwentieth二四六八十十二二十三十七十九十一千第一第三第五第七第九第十一第二十五、Useful Expressions 常用的礼貌用语1. How are you today?2. Welcome to our hotel!3. Thank you very much.4. Good night.5. Good bye.6. This way, please.7. Nice to meet you.8. Im Sorry!9. Excuse me .10. Please wait a moment.11. Have a pleasant stay!12. Have a nice day!13. Can I help you?14. How can I help yor?15. I beg your pardon?16. Take care!17. Mind/Watch your step.18. Get well soon!19. Happy Birthday!20. Happy New Year!21. Merry Christmas!22. Go straight.23. Turn right.24. Over there.25. Behind26. In front of27. Across28. Opposite29. Good morning /afternoon / evening.30. Could you repeat that, please?31. I apologize for the inconvenience.32. You are welcome./Not at all/My pleasure!33. I hope youll enjoy your stay!34. We look forward to seeing you.你今天好吗？欢迎到我们酒店来！非常感谢！晚安。再见。这边请。认识你很高兴。对不起！对不起。请稍候！入住愉快！祝您今天过得愉快！我能帮您吗？我怎么能帮您？你能重复一遍吗？保重！走路当心！祝您早日康复！生日快乐！新年好！圣诞快乐！向直走。向右走。在那边。在后面在前面过在对面早上好/下午好/晚上好。请您重复一便好吗？对不起，给您添麻烦了。不用谢！祝您在我们酒店过得愉快！我们期待您的到来。六、Countries: 主要国家名AsiaIndonesiaJapanMalaysiaEuropeSpainFranceBelgiumGermanySwedenSwitzerlandAmericaAustralia亚洲印尼日本马兰西亚欧洲西班牙法国比利时德国瑞典瑞士美国澳大利亚ChinaIndiaKoreaSingaporeEnglandItalyRussiaAustriaDenmarkNorwayNetherlandsCanadaflag中国印度韩国新加坡英格兰意大利俄罗斯奥地利丹麦挪威荷兰加拿大国旗七、10 Basic Rules of Guest Communication 对客服务的10项基本原则1.If you dont know the guests name, address him/her as “sir”, “madam” or ”miss”. If you know the guests name, address him/her as “Mister*”, “Misses*”or “Miss*”. 如果不知道客人的姓名，请称呼他/她“先生”、“女士”或“小姐”。如果你知道客人的姓，请用姓氏称呼。2.While talking to a guest, remember at all times to keep eye contact and smile. 当你和客人说话时，记住要面带微笑看着客人说话。3.You must first green the guest by saying : “Good morning sir, how can I help you” before he/she asks for your help. 见到客人你必须主动向客人问好：“早上好，先生。我能帮您什么吗？”4.On the first day of the guests stay you can say:” “I hope you enjoy your stay ”,the next few days if you see the guest say: “Have a nice day”. After checkout ,say: “I hope you had a nice stay” or “I hope to see you again soon”. 当客人刚刚入住的时候，你可以这样跟客人说：“祝您入住愉快”。在客人入住的随后几天，你可以这样跟客人说：“祝您今天过得愉快”。当客人离店的时候，可以这样跟客人告别：“希望您这几天在我们这里过得很愉快”或者：“希望再见到您”。5.If any problem occurs or the guest doesnt get what he wants, always apologize first! Even if you cant help it. You represent the whole hotel! 如果客人有任何不愉快或他没得到所期望的服务，即便不是由于你的过错而引起的，首先也要向客人道歉，因为你代表了酒店。6.Dont use these expressions: 请勿使用以下的用语： I dont know. 我不知道。 Ill try. 我试试看。 I guess so . 应该吧。 Sound active and say: 你应该这样表达： Let me ask. 我帮您问问。 I will do my best to . 我将尽力为您。 Ill be glad to ? 我很高兴为您服务。7.Never say what you cant do, say what you can do or find someone who can help the guest! 千万不要说“我没办法”，要千方百计想办法帮助客人。8.If youre on the phone, act as if the guest were in front of you. 打电话的时候要感觉在和客人面对面讲话。9.If you transfer a guests call to someone else, tell the guest, where to and the extension number for future reference. Also explain the situation to the other employee. 如果你将客人的电话转接给另一个员工，应该告诉客人转接的原因，要转接的人，要转接的原因，要转接的人，要转接的分机号码等，并告诉另一个员工客人情况。10.If, while talking to a guest on the phone, you have to look up something ,you should say: “Could you hold the line ,please?” Then you may or may not put the guest on hold. Afterwards: “Thank you for waiting.” 当跟客人通话中你需要查实一下，你应该跟客人说：“请您稍等”，当然可以让他等候（给他听音乐）。查询完毕后，你应该跟客人说：“对不起，让您久等了。-精品 文档-