酒店英语培训复杂武当山建国饭店.pptx

酒店基础英语培训Basic Hotel English前厅部前厅部:朱光辉朱光辉Front Office Dept.:GloryZhuFront Office Dept.:GloryZhu February 23,2012 February 23,2012Part.1 Useful phrase(短语短语)一、称呼一、称呼(title)：先生先生/夫人（非正式场合）：夫人（非正式场合）：Sir/Madam Sir/Madam 先生先生/女士（正式场合）：女士（正式场合）：Gentleman/LadyGentleman/Lady先生先生/小姐：小姐：Mr./MissMr./Miss那位先生那位先生/那位女士：那位女士：That gentleman/That ladyThat gentleman/That lady您的先生您的先生/您的夫人：您的夫人：Your husband/Your wifeYour husband/Your wife二、欢迎及问候语：二、欢迎及问候语：二、欢迎及问候语：二、欢迎及问候语：1 1、您好！（初次见面）、您好！（初次见面）l l-How do you do!-How do you do!l l-How do you do!-How do you do!2 2、您好吗？好的，谢谢。（熟人之间）、您好吗？好的，谢谢。（熟人之间）l l-How are you?-How are you?l l-Fine,thank you.And you?-Fine,thank you.And you?l l-I-I m fine,too.m fine,too.3 3、-Long time no see!How are you doing?-Long time no see!How are you doing?l l(好久不见了，你过的好吗？好久不见了，你过的好吗？)I I m doing great!/yourself?(m doing great!/yourself?(我过的很好，你呢？我过的很好，你呢？)CouldnCouldn t be better!t be better!（非常不错（非常不错!）4 4、早上好、早上好/下午好下午好/晚上好！晚上好！Good morning!/Good Good morning!/Good afternoon!/Good evening!afternoon!/Good evening!5 5、晚安！、晚安！Good night!Good night!(Good night and sweet Good night and sweet dreams)dreams)6 6、很高兴见到您！、很高兴见到您！Nice to meet you!/Glad to Nice to meet you!/Glad to meet you!meet you!7 7、认识您是我的荣幸！、认识您是我的荣幸！It It s a pleasure to meet s a pleasure to meet you!you!8、欢迎您到我们酒店（餐厅）！Welcome to our hotel!/Restaurant!三、征询语三、征询语三、征询语三、征询语1 1、请问您尊姓大名？、请问您尊姓大名？May I know/have your May I know/have your name,please?name,please?2 2、我能帮您什么吗？、我能帮您什么吗？May I help youMay I help you，Sir/Madam?Sir/Madam?4 4、我能为您做点什么吗？、我能为您做点什么吗？What can I do for What can I do for youyou，Sir/Madam?/Is there anything I can Sir/Madam?/Is there anything I can do for you?do for you?5 5、需要我为您做点什么吗？、需要我为您做点什么吗？Can I do anything Can I do anything for you?for you?6 6、让我来帮您一下吧！、让我来帮您一下吧！Let me give you a Let me give you a hand!hand!7 7、请别挂断电话，好吗？、请别挂断电话，好吗？Would you hold the Would you hold the line,please?line,please?四、应答语：四、应答语：四、应答语：四、应答语：1 1、很高兴为您服务、很高兴为您服务/乐意为您效劳。乐意为您效劳。It It s s my pleasure!my pleasure!2 2、不用谢。、不用谢。You are welcome!/Not at all!You are welcome!/Not at all!3 3、我马上去做。、我马上去做。I I ll do it at once!/Ill do it at once!/I ll do it right now!ll do it right now!4 4、请稍等。、请稍等。Just a moment,please.Just a moment,please.五、道歉语：五、道歉语：五、道歉语：五、道歉语：1 1、对不起（打扰）。、对不起（打扰）。Excuse me!Excuse me!2 2、对不起。、对不起。Sorry.Sorry.3 3、请原谅。、请原谅。O,Pardon me.O,Pardon me.4 4、很抱歉，打扰您了。、很抱歉，打扰您了。Excuse me!IExcuse me!I m sorry to disturb you.m sorry to disturb you.5 5、请原谅我打断您了。、请原谅我打断您了。Excuse me for interrupting you,Sir/Madam.Excuse me for interrupting you,Sir/Madam.6 6、对不起，请您再说一遍好吗？、对不起，请您再说一遍好吗？I beg your I beg your pardon?pardon?(Pardon?/Sorry?I couldnt catch(Pardon?/Sorry?I couldnt catch you.)you.)7 7、我对此非常抱歉。、我对此非常抱歉。I I m very sorry about it.m very sorry about it.8 8、希望您不介意。、希望您不介意。I hope you donI hope you don t mind.t mind.9 9、请原谅，我要走开一下，我马上回来。、请原谅，我要走开一下，我马上回来。Please excuse me for a moment.I wonPlease excuse me for a moment.I won t be t be long.(Ill be back soon.)long.(Ill be back soon.)六、感谢语：六、感谢语：六、感谢语：六、感谢语：1 1、非常感谢。、非常感谢。Thank you very much!Thank you very much!2 2、多谢了。、多谢了。Thanks a lot!Thanks a lot!3 3、感谢您的光临。、感谢您的光临。Thanks for your coming.Thanks for your coming.七、祝贺语：七、祝贺语：七、祝贺语：七、祝贺语：l l祝贺祝贺/恭喜！恭喜！Congratulations!Congratulations!l l祝您好运！祝您好运！Good luck to you!Good luck to you!l l祝您愉快！祝您愉快！Have a good/nice day./nice Have a good/nice day./nice journey/nice trip.(journey/nice trip.(旅途愉快旅途愉快)l l致以最良好的祝愿！致以最良好的祝愿！Best wishes!Best wishes!l l生日快乐！生日快乐！Happy birthday!Happy birthday!l l新年快乐！新年快乐！Happy New Year!Happy New Year!l l圣诞快乐！圣诞快乐！Merry Christmas!Merry Christmas!八、八、八、八、道別道別道別道別语语语语：l l再再见见！Goodbye!(So long!)Goodbye!(So long!)l l明天明天见见！See you tomorrow!See you tomorrow!l l一一会儿见会儿见！See you soon!/See you See you soon!/See you later!later!l l保重！保重！Take care(of yourself)!Take care(of yourself)!l l希望下次再希望下次再见见到您到您！HopeHope to see youto see you again!again!l l祝您旅途愉快！祝您旅途愉快！Have a good tripHave a good trip！Part 2.酒店各部门中英文全称及简称序号序号 部部 门门 英英 语语 英文代码英文代码l l 1 1 总总 办办 Executive OfficeExecutive Office EOEOl l 2 2 人力资源部人力资源部 Human Resources Human Resources HRHRl l 3 3 财务部财务部 Accounting Department ACCAccounting Department ACCl l 4 4 营销部营销部 Sales Marketing Department S&MSales Marketing Department S&Ml l 5 5 房务部房务部 Room DivisionRoom Division R&DR&Dl l 6 6 餐饮部餐饮部 Food&Beverage Dept.Food&Beverage Dept.F&BF&Bl l 7 7 中中 餐餐 Chinese Restaurant RESChinese Restaurant RESl l 8 8 西西 餐餐 Western RestaurantWestern Restaurant WRSWRSl l 9 9 中中 厨厨 China KitchensChina Kitchens C.H.KC.H.K序号序号 部部 门门 英英 语语 英文代码英文代码l l 10 10 西西 厨厨 West Kitchens W.KWest Kitchens W.Kl l 11 11 酒水部酒水部 Beverage DepartmentBeverage Department BEVBEVl l 12 12 前厅部前厅部 Front Office Dept.Front Office Dept.FOFOl l 13 13 娱乐部娱乐部 Entertainment Dept.ENTEntertainment Dept.ENTl l 14 14 康乐部康乐部 Recreation DepartmentRecreation Department RECRECl l 15 15 管家部管家部 HousekeepingHousekeeping HSKPHSKPl l 16 16 工程部工程部 EngineeringEngineering ENGENGl l 17 17 保安部保安部 Security Department SECSecurity Department SECl l 18 18 电脑音控部电脑音控部 Computer DepartmentComputer Department C&DC&DPart 3.数字l l数字数字 英文英文 中文中文 英文英文 中文中文l l1 One 1 One 一一 FirstFirst/1 1stst 第一第一l l2 2 TwoTwo 二二 SecondSecond/2 2ndnd 第二第二l l3 3 Three Three 三三 ThirdThird/3 3rdrd 第三第三 l l4 4 F Fourour 四四 FourthFourth/4 4thth 第四第四l l5 5 Five Five 五五 Fifth Fifth/5 5thth 第五第五l l6 6 SixSix 六六 Sixth Sixth/6 6thth 第六第六l l数字数字 英文英文 中文中文 英文英文 中文中文l l 7 7 SevenSeven 七七 SeventhSeventh /7 7thth 第七第七l l 8 8 EightEight 八八 Eighth Eighth/8 8thth 第八第八l l 9 9 NineNine 九九 Ninth Ninth/9 9thth 第九第九 l l1010 Ten Ten 十十 Tenth Tenth/10th 10th 第十第十l l1111 Eleven Eleven 十一十一 Eleventh Eleventh/11th 11th 第十一第十一l l1212 Twelve Twelve 十二十二 TwelfthTwelfth/12th 12th 第十二第十二l lThirteenThirteen十三十三 Fourteen Fourteen 十四十四l lFifteen Fifteen 十五十五 Sixteen Sixteen 十六十六l lSeventeenSeventeen十七十七 EighteenEighteen十八十八l lNineteenNineteen十九十九 Twenty Twenty 二十二十l lTwenty-oneTwenty-one 二十一二十一 Thirty Thirty 三十三十l lThirty-twoThirty-two三十二三十二 FortyForty四十四十l lForty-three Forty-three 四十三四十三 Fifty Fifty 五十五十 l lFifty-fourFifty-four五十四五十四 Sixty Sixty 六十六十l lSixty-fiveSixty-five六十五六十五 SeventySeventy七十七十l lSeventy-six Seventy-six 七十六七十六 EightyEighty八十八十l lEight-sevenEight-seven八十七八十七 NinetyNinety九十九十l lNinety-eight Ninety-eight 九十八九十八 One hundred One hundred 一百一百l lOne hundred and nineOne hundred and nine一百零九一百零九l lOne thousandOne thousand一千一千l lOne millionOne million一百萬一百萬l lOne billion One billion 十亿十亿一、一、The days of the week The days of the week 星期星期l lSunday(Sun.)Sunday(Sun.)星期日星期日 l lMonday(Mon.)Monday(Mon.)星期一星期一 l l Tuesday(Tues.)Tuesday(Tues.)星期二星期二 l l Wednesday(wed.)Wednesday(wed.)星期三星期三 l l Thursday(Thurs.)Thursday(Thurs.)星期四星期四 l lFriday(Fri.)Friday(Fri.)星期五星期五l lSaturday(Sat.)Saturday(Sat.)星期六星期六二、二、二、二、The months of the year The months of the year 月份月份l lJanuary(Jan.)January(Jan.)一月一月 February(Feb.)February(Feb.)二月二月 l lMarch(Mar.)March(Mar.)三月三月 April(Apr.)April(Apr.)四月四月 l lMay(May.)May(May.)五月五月 June(Jun.)June(Jun.)六月六月 l lJuly(Jul.)July(Jul.)七月七月 August(Aug.)August(Aug.)八月八月 l lSeptember(Sep.)September(Sep.)九月九月 l lOctober(Oct.)October(Oct.)十月十月 l lNovember(Nov.)November(Nov.)十一月十一月 l lDecember(Dec.)December(Dec.)十二月十二月三、三、三、三、Times Times 时间时间时间时间l l hour hour 小小时时 minute minute 分分钟钟 second second 秒秒钟钟 l lquarter quarter 刻刻钟钟 o o clock clock 点钟点钟l lIt It s four s four pastpast eight(eight four).eight(eight four).8:048:04l l It It s fifteen s fifteen toto nine(nine(a quarter to a quarter to nine).nine).8:458:45l l It It s s half pasthalf past seven(seven thirty).seven(seven thirty).7:30 7:30l l It It s five to eight(seven fifty).s five to eight(seven fifty).7:55 7:55四四四四、Seasons Seasons 季季季季节节节节l lspring spring 春天春天 l lsummer summer 夏天夏天 l lautumn(fall)autumn(fall)秋天秋天 l lwinter winter 冬天冬天六、六、六、六、FestivalsFestivals and Celebrationand Celebration 节节节节日日日日和庆祝和庆祝和庆祝和庆祝l lNew yearNew year s day s day 新年（元旦）新年（元旦）l l Spring Festival Spring Festival 春春节节 l lLabor day Labor day 劳动节劳动节 National day National day 国庆节国庆节l lChristmas Christmas 圣诞节圣诞节 Christmas Eve Christmas Eve 平安夜平安夜 l lMotherMother s day s day 母母亲节亲节 FatherFather s day s day 父父亲节亲节 l lValentineValentine s days day 情人情人节节 Fools day Fools day 愚人节愚人节l lWomenWomen s day s day 妇女节妇女节 l lMid-autumn Festival/DayMid-autumn Festival/Day 中秋中秋节节Part 4.Dialogue一一一一、GreetingGreeting問候問候l l(A)In the morning(A)In the morningl lA:Good morning,sir.A:Good morning,sir.l lB:Good morning.B:Good morning.l lA:Welcome to A:Welcome to our our Hotel.Hotel.l lB:Thank you.B:Thank you.l l(B)In the afternoon(B)In the afternoonl lA:Good afternoon,Mr.Brown.A:Good afternoon,Mr.Brown.l lB:Good afternoon.B:Good afternoon.l lA:How are you this afternoon?A:How are you this afternoon?l lB:IB:I m very well,thank you.And you?m very well,thank you.And you?l lA:IA:I m very well,too.Thank you.m very well,too.Thank you.l l (C)In the evening(C)In the eveningl lA:Good evening,Mr.Brown.A:Good evening,Mr.Brown.l lB:Good evening,Angel Wu.B:Good evening,Angel Wu.l lA:Is this your first visit to A:Is this your first visit to our hotel?our hotel?l lB:Yes,it is.B:Yes,it is.l lA:How do you enjoy your stay in our hotel?A:How do you enjoy your stay in our hotel?l lB:Oh,itB:Oh,it s a new hotel with comfort.s a new hotel with comfort.The room The room is tidy and clean,food excellent and service is tidy and clean,food excellent and service super.super.I like it very much.I like it very much.（平行结构谓语省略）（平行结构谓语省略）l lA:IA:I m very glad you like it.m very glad you like it.二、二、二、二、Introduction Introduction 介紹介紹介紹介紹l l(A)Self-introduction(A)Self-introductionl lReceptionist:Good afternoon,sir.May I help Receptionist:Good afternoon,sir.May I help you?you?l lGuest:Yes,IGuest:Yes,I m John Smith from England,I m John Smith from England,I have a booking for tonight.have a booking for tonight.l lR:Let me see,Mr.Smith.Yes,your booking R:Let me see,Mr.Smith.Yes,your booking was for a single room.was for a single room.l lG:Yes,thatG:Yes,that s right.s right.(B)Introducing people(B)Introducing peoplel lG:IG:I d like to see your manager,please.d like to see your manager,please.l lR:Just a minute,Mrs.SmithR:Just a minute,Mrs.SmithMrs.Smith,this is Mrs.Smith,this is our manager,Mour manager,Mississ Li Lisasa,M,Mississ Li Lisasa ，this is Mrs.this is Mrs.Smith.Smith.l lL:How do you do,Mrs.Smith?L:How do you do,Mrs.Smith?l lG:How do you do,MG:How do you do,Mississ Li Lisasa.Glad to meet you!.Glad to meet you!l lL:Glad to meet you,too.L:Glad to meet you,too.三、三、三、三、Parting Parting 道別道別道別道別l l（A A）In the hotel(check out)In the hotel(check out)l lCashier:Good morning,sir.May I help you?Cashier:Good morning,sir.May I help you?l lGuest:Yes.IGuest:Yes.I m leaving this morning.I want m leaving this morning.I want to pay my bill now.The name is Mr.Black.to pay my bill now.The name is Mr.Black.Room 1016.Room 1016.l lCa:Ca:JustJust a moment,please.a moment,please.That That s 949 s 949 Yuan.Yuan.l lG:Here you are.G:Here you are.l lCa:Thank you,Mr.Black.I hope you Ca:Thank you,Mr.Black.I hope you enjoyed your stay with us.enjoyed your stay with us.l lG:Thank you and good-bye.G:Thank you and good-bye.l lCa:Good-bye and hope to see you next time.Ca:Good-bye and hope to see you next time.l l(B)(B)In the restaurantIn the restaurant买单买单买单买单(pay for the bill)(pay for the bill)l lGuest:Guest:MissMiss，Can I have the bill,please?Can I have the bill,please?l lWaiter:Yes,sirWaiter:Yes,sir Here you are.Here you are.l lG:Can I sign for it?G:Can I sign for it?l lW:Certainly,sir.W:Certainly,sir.l lG:(signs the bill)I really enjoyed the food and G:(signs the bill)I really enjoyed the food and service here very much.service here very much.l lW:ItW:It s very kind of you to s very kind of you to s say soay so.(I am so .(I am so glad you like it)glad you like it)We hope to serve you again.We hope to serve you again.l lG:Thank you and good-byeG:Thank you and good-bye！l lW:Good-byeW:Good-bye！四、四、四、四、Request and Respond Request and Respond 请请请请求及求及求及求及应应应应答答答答 l l(A)May(can)I(A)May(can)I please?please?l lClerk:Good morning,sir,Can I help you?Clerk:Good morning,sir,Can I help you?l lGuest:Yes,IGuest:Yes,I ve booked a room here.ve booked a room here.l lC:Yes,sir.May I have your name,please?C:Yes,sir.May I have your name,please?l lG:James Cook.G:James Cook.l lC:Thank you,sir.C:Thank you,sir.l l(B)Could(Would)you(B)Could(Would)you please?Will you please?Will you pleaseplease?l lC:C:CouldCould you fill you fill outout this this registration form(registration form(住宿登住宿登记单记单),please?,please?l lG:All right.G:All right.l lC:Would you sign here,Please?C:Would you sign here,Please?.Will you.Will you please show your passport?please show your passport?l lG:Here you are.G:Here you are.l lC:Thank you very much,sir.C:Thank you very much,sir.l l(C)Certainly,sir(madam)(C)Certainly,sir(madam)l lWaiter:Good evening,madam.Can I help you?Waiter:Good evening,madam.Can I help you?l lGuest:Yes,we want a table for two.Guest:Yes,we want a table for two.l lW:Certainly,madam.This way,pleaseW:Certainly,madam.This way,please.Will.Will this this oneone be all right?be all right?l lG:ItG:It s fine.Thank you.s fine.Thank you.l l(D)I(D)I m afraid(sorry).m afraid(sorry).l lG:MG:Mississ,this table is too near the,this table is too near the doorwaydoorway（门（门口）口）.Could we have that one over there,.Could we have that one over there,please?please?l lW:IW:I m afraid that table is reserved.m afraid that table is reserved.l l五、五、五、五、Thanks and Responses Thanks and Responses 感感感感谢谢谢谢及及及及应应应应答答答答 l l(A)When a guest thank you(A)When a guest thank youl lClerk:Good morning,madam.May I help you?Clerk:Good morning,madam.May I help you?l lGuest:Yes,can you tell me where the Guest:Yes,can you tell me where the fitness fitness center(center(健身房健身房)is?is?l lC:ItC:It s on the 2s on the 2ndnd floor.May I lead you there?floor.May I lead you there?l lG:It couldnt be better.G:It couldnt be better.（）（）l lC:This way please.C:This way please.l l(B)When you thank a guest(B)When you thank a guestl lG:Waiter!Bring me the bill please.G:Waiter!Bring me the bill please.l lW:Yes,sir.Just a minute,please,Thank you for W:Yes,sir.Just a minute,please,Thank you for waiting,sir.(gives the bill)waiting,sir.(gives the bill)l lG:IG:I d like to sign for it.d like to sign for it.l lW:Certainly,sir.WhatW:Certainly,sir.What s your room number?s your room number?l lG:1016.G:1016.l lW:Thank you.I hope you enjoyed your meal.W:Thank you.I hope you enjoyed your meal.l l(C)Refusing tips(C)Refusing tipsl lG:I really enjoyed my stay here very much.G:I really enjoyed my stay here very much.Here is something for you.Here is something for you.l lC:ItC:It s very kind of you,sir.But we dons very kind of you,sir.But we don t accept t accept tips.Thank you all the same.tips.Thank you all the same.l l（Thank you very muck,M Thank you very muck,Mr.Michael,I am so r.Michael,I am so glad you like it,and we hope to see you again.glad you like it,and we hope to see you again.）五五五五 Apologies Apologies 道歉語道歉語道歉語道歉語(A)For bad service(A)For bad servicel lGuest:Could I see the manager,please?Gu