酒店英语.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,*,酒店英语,English for Hotel Business,1,在酒店里所使用的英语会话，基本上是属于商业英语，与日常生活会话中所使用的英语略有不同，较注重礼节。,概述,2,非正式英语,正式英语,Whats your name?,May I have your name?,您贵姓？,请问您贵姓大名？,Do you want some tea?,Could you like some tea?,您要喝茶吗？,请问您想喝茶吗？,Over here,please.,Could you come this way please?,这边请。,请您往这边走好吗？,3,不说,OK,Sure,Yeah,等，而要说,Certainly,Sir.,Hey,uh-huh,Hang on,等，也不适合在酒店中使用,。,别说“,I dont know.”,回答“不知道”是非常不礼貌的说法。,可以说“,just a moment,please.Ill check that for,you.”,（请稍候，我来帮您确认），然后请有能力处理的,人前来协助。,对男性客人，尊称为,Sir;,面对女性客人时尊称为,Ms.,注意,在招呼客人时，最好说“,Excuse me,Sir(Ms)”,不要直接,称呼,Mr.,或,Ms.,至于称呼小孩，可以直接使用,Excuse me,，,但是不可以直接称呼,boy,或,girl.,4,基本待客英语,基本句型,招呼语,回答,May I.?,Could you.?,Would you.?,Shall I.?,5,May I.,自己要做什么事时,，使用,May I.,May I have your name,please?,May I see your passport,please?,May I know your nationality,please?,国籍,6,Could you.,麻烦客人时，可使用,Could you.,Could you fill out the form,please?,Could you write that down,please?,Could you draft the fax,please?,Could you hold the line,please?,7,Would you.,询问客人的喜好或做什么时，使用,Would you.,Would you like tea or coffee?,Would you like to take a taxi?,Would you mind sitting here?,8,Shall I.,提供建议协助、征求意见时，可使用,Shall I.,Shall I draw the curtains?,Shall I draw you a map?,Shall I make the reservation for you?,9,Good morning.,Good afternoon.,Good evening.,Good morning,sir.Are you checking-out?,Good afternoon,sir.Welcome to LI JIA Hotel.,Good evening,Ms.May I help you?,Good morning,sir.This is the Front Desk.,May I help you?,招呼语,中午之前,中午至下午六点以前,下午六点过后,10,回答,一般性的回答,I see,sir.,Certainly,sir.,请对方再等一会儿,Just a moment,please.,Thank you for waiting.,I am very sorry to have kept you waiting.,Could you wait a little longer,please?,11,要麻烦客人或是拒绝客人的要求,I am afraid I cant do that.,Excuse me,sir.Please let me pass.,道歉,I am very sorry for the delay.,I am very sorry for the inconvenience.,I would like to apologize for the mistake.,回答,12,客人对自己说“,Thank you.”,时回答,You are welcome.,Thank you very much.,Thank you,sir.,交给客人某些东西时，可以说,Here you are.,Here is your room key.,Here it is.,回答,13,当客人准备离开时,Have a nice day.,Please enjoy your stay,We hope to see you again soon.,当客人的英语难以理解时,PardonPardon me?,I beg your pardon?,Could you repeat that,please?,回答,14,B=,行李服务员（,Bellman,）,C=,服务员,(Clerk),H=,客房服务员（,Housekeeping,）,BC=,领班（,Bell Captain,）,G=,客人（,Guest,）,To the Front Desk.,带客人到柜台,练习一,15,B:Good evening,Ms.Welcome to China-trust Hotel.,G:Thank you.,B:How many pieces of luggage do you have?,G:Just this three.,B:Two suitcases and one bag.Is that right?,G:Yes.Thats all.,B:Ill show you to the Front Desk.This way,please.Ill put your bags by the post over there.,G:I see,thanks.,B:A bellman will show you to your room when you have finished checking-in.,G:OK.Fine.,B:Please enjoy your stay.,16,Guest:Hello,Id like to check in please.,Hotel staff:Certainly.Can I have the name please?,Guest:Mr Harold Smith.Harold Smith,。,Hotel staff:Ok,Are you checking out tomorrow?,Guest:Yes,I am.Thats right.,Hotel staff:Will you need a wake up call,sir?,Guest:Yes please.At 6.30am.,Hotel staff:Ok then,your room is 502 on the fifth floor.Breakfast is served between 6.30am and 9am.Enjoy your stay.,Guest:Thank you.,练习二,17,What name is the reservation under,please?,Could Ihave your passport and credit card,please?,Do you have a reservation,？,Sorry to keep you waiting,sir.,Ill check if there is a room available.,Itll take one minute,sir.,Would you like a single room or a double room?,You can also get a safe deposit box at our front desk,sir.,You rang for a laundry service?,You are welcome.I hope you have a pleasant stay.,18,Would you please fill out this regisration card?,This way,please.,After you,sir.,Staff,员工,Stuff,材料，衣物,19,Regisration card,登记卡,Put away,放置，,wardrobe w:drub,衣柜,In-room safe,室内保险箱,Safe deposite box,保险箱,Valet service,送洗服务,Wash and press,洗熨,Stain,污点，瑕疵,Guarantee,担保，保证,Limosine,n.,豪华轿车；大型豪华轿车,20,class is over.,Thank you!,21,