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1、BasicHotelEnglishForNewStaffI.Basic Courtesy EnglishII.Basic Service English第1页PEARL RIVER INTERNATIONAL HOTEL第2页1.总经理办公室GeneralManagerOffice2.市场销售部Sales&MarketingDepartment3.房务部HouseKeepingDivision4.餐饮部Food&BeverageDepartment5.财务部FinanceDepartmentfainns6.工程部EngineeringDepartmentendini7.行政人事部HumanRe
2、sourcesDepartment酒店各部门英文名酒店各部门英文名(Vocabulary)第3页FrontOffice前台Frontdesk/Receptionrisepn总机Operatorpreit商务中心BusinessCenter礼宾部Conciergeknsie(r)收银台Cashierk(r)第4页HousekeepingCustomerkstmservicecenter服务中心RoomAttendanttendnt楼层服务PublicAreaPALaundryl:ndri洗衣房第5页Food&BeverageWesternrestaurantrestrntBanquetDepar
3、tmentbkwitBeveragebevridDepartmentStewardsturdLobbyBar第6页酒店营业设施酒店营业设施(Vocabulary)1.Lobby lbi2.Frontdesk前台3.Chinese/WesternRestaurant中/西餐厅4.Conference knfrns会议5.Guestroom客房6.SwimmingPool游泳池7.Health helClub康体中心第7页酒店服务设施酒店服务设施(Vocabulary)1.Toilet/Restroom/Washroom洗手间FemaleorMale女/男洗手间2.Elevatoreliveit/
4、Lift/escalator电梯3.Parkingarea停车场4.Shopping购物公共服务设施Escalatoresk,let(r)5.Busstation6.railwaystation第8页I.BasicCourtesyEnglish第9页-Goodmorning(afternoon,evening),Sir./Madam.-Goodmorning(afternoon,evening).-Howareyou?/howareyoudoing?/Howareyoufeelingtoday?/Howisitgoing?你好吗？-Fine/Justsoso/Notbad.1.问候问候-Hel
5、lo./HI./Howdoyoudo?第10页2.道别道别1)-Good-bye.Andhaveaniceday(evening).Sir./Madam.-Thankyou.Goodbye.2)-Good-bye.Andhaveanicetrip.Mr.Denny.-Thankyou.Goodbye.4)-Goodnight.Ms.White.-Goodnight.晚安3)-Seeyou!第11页3.致谢致谢1)-Thankyou(verymuch)-Yourewelcome,Sir./Madam.2)-Thankyou.-Mypleasure,Sir./Madam.3)-Thank you
6、for your coming.4)-Thanks(alot)第12页4.道歉道歉-Imsorry,sir/Madam.-Imreallysorryfor-Imterriblyterbli(极)sorryabout-Thatsallright./Thatok.-Nevermind,itdoesnt（really）matter.-Itsnothing serious siris(严重).第13页II.BasicServiceEnglish第14页 主动向客人提供帮助主动向客人提供帮助-Good afternoon,Sir./Madam.Welcome to PIH/our hotel.(How)
7、May I help you?What can I do for you?May I.-Sure.第15页请客人稍侯请客人稍侯1)-Waitamoment,Sir./Madam.Thankyouforwaiting.2)-Holdon,please.-Ok.第16页需打搅、提醒或打断客人时需打搅、提醒或打断客人时-Excuseme,sir.MayIcomethrough?-Oh,Yes.第17页向客人递送物品时向客人递送物品时-Hereyouare,sir.-Thankyou.第18页向客人指示方向向客人指示方向1)-Pleasefollowme.(Letmeshowyou.)2)-Thisw
8、ay,please.turn rightGo straight streit(直)Turn left第19页英语惯用语英语惯用语-FOWelcometoPearl River International Hotel.Afteryou.Doyouwanttocheck in?Whatkindofroomwouldyoulike?Forhowmanynights?MayIseeyourpassport/IDcard,please?Pleasesignyournamehere,sir.Yourroomnumberis1618onthe16thfloor.Ihopeyouwillenjoy your
9、stay withus.第20页对话现在有位外国客人走进酒店大堂，你要怎么接待他呢？第21页DialogueA：GUESTB：RECEPETIONISTB:Goodmorning,HowmayIhelpyou?A:Iwannabookaroom.B:第22页F&B-Welcometoourrestaurant.-Haveyougotareservationrezvein?-Thisway,please/Pleasefollowme.-Willthistablebeallright?/-Howaboutthistable?-Wouldyoulikesomethingtodrink?-Wouldyoulikeonebillorseparatebills?第23页假如你是个咨客，你怎样接待客人？第24页HousekeepingHousekeeping,MayIcomein?MayIhaveyourroomnumber,please?Imtheroomattendanttendnt(服务员),WhatcanIdoforyou?第25页I hope we will become good friends.感激观看学习！感激观看学习！第26页
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