英语培训教材.doc

英语培训教材Chapter1酒店基础礼貌服务用语Section1 欢迎问候语与告别语一、欢迎问候语基本词汇：good 好的 morning 早上 afternoon 下午 evening 晚上 welcome 欢迎sir 先生 madam 女士、太太 Mr. 先生 Mrs. 夫人 Miss 小姐nice 令人愉快的、美好的 glad 高兴的 see 看见 meet 看见、遇见基本句型：礼貌地与客人打招呼及称呼客人，表示你对他们的热情欢迎: 1. Good morning, madam/sir. 早上好，女士/先生。 2. Good afternoon, madam/sir. 下午好，女士/先生。3. Good evening, madam/sir. 晚上好，女士/先生。4. Nice to see/ meet you, madam / sir. 很高兴见到您，女士/先生。5. Glad to see/meet you. 很高兴见到您。6. How do you do. 您好！（初次见面）7. How are you ? 您好吗？8. Im fine, thank you, and you? 我很好，谢谢，你呢？9. Im very well, /Im fine, too. Thank you. 很好，谢谢您？10. Welcome to our hotel. 欢迎到我们酒店来。二、告别语基本词汇：day 一天 wish 祝愿 hope 希望 again 再、又 soon 很快 trip 旅行 happy 开心，愉快 here这里 基本句型： 与客人友好地告别，让客人对你和酒店留下深刻印象: 1. Goodbye. 再见。2. Have a nice day. 祝您今天过得愉快。3. Wish you happy here. 祝您在这居住愉快。对要离店客人报以祝愿： 1. Hope to see you again . 希望再次见到您。2. Have a nice trip.祝一路顺风。3. Goodbye and hope to see you again. 再见，希望再见到您。Section2 道歉语、答谢语、祝福语一、道歉语基本词汇：excuse 原谅 apologize 请求原谅 sorry 对不起 fault 过错、错误wait 等、等候 interrupt 打扰 this 这个、这 forgive 原谅accept 接收 please 请 基本句型：1. Im sorry.很抱歉。2. Excuse me.对不起。打扰客人之前，要提示客人： “打扰了”“Excuse me” 这个情形可能包括诸如：打断客人谈话，为客人上菜时，进客房之前，请客人让路，你在服务时中途退场等。 3. Im sorry, Its my fault. 很抱歉。那是我的过错。4. Sorry to have kept you waiting. 对不起，让您久等了。5. Sorry to interrupt you. 对不起，打扰您了。6. Im sorry about this. 对此表示抱歉。7. I apologize for this. 我为此道歉。8. Thats all right. 没关系。/ Thats OK. 没什么。/ 没关系9. Please forgive me. 请原谅。10. I do apologize. 我很抱歉。11. Please accept our apology. 请接受我们的歉意。二、 答谢语基本词汇：advice 建议、忠告 information 信息 help 帮助 kind 友善的、和蔼的pleasure 愉快、乐意 service 服务 基本句型：1. Thank you (very much). 谢谢您（非常感谢）。2. Thank you for your advice (information, help). 感谢您的忠告（信息、帮助）。3. Its very kind of you. 谢谢，您真客气。4. You are welcome. 不用谢。5. Not at all. 不用谢。6. Its my pleasure. 非常高兴为您服务。/ (With pleasure.) /(My pleasure.)7. I am at your service. 乐意为您效劳。三、 祝福语基本词汇： birthday 生日 merry 欢乐的 holiday 假日 every 每一个、 success 成功基本句型：1. Congratulations! 祝贺您！2. Happy birthday! 生日快乐！3. Happy new year! 新年快乐！4. Merry Christmas! 圣诞快乐！5. Have a nice holiday! 假日快乐！6. Wish you every success! 祝您成功！Section3 征询语与指路用语一、征询语基本词汇：certainly 当然、没问题 right away 马上 at once 马上 sure 确定 find out 查找 afraid 恐怕、担心 allow 允许 mind 介意 sign 签名 name 名字 minute分、一会儿 regulation规定 against违反 基本句型：礼貌地回应客人的请求或询问: 1. 当你能满足客人要求时，要马上采取行动： “Certainly, madam/sir. I will get it right away.”“好的，小姐/先生，我马上拿给您。” “Yes, madam/sir. I will take care of it at once.” “是的，小姐/先生，我马上帮您处理。” 2. 当你对客人的询问不肯定时： “Sorry, I am not sure. If you wait a minute, Ill try to find out.” “对不起，我不太确定。如果您能等一会，我马上去查找。” 3. 当你不能满足客人要求时： “Im afraid it is against hotel regulation.”“我恐怕这违反酒店的规定。” “Im sorry, we are not allowed to do this.” “对不起，我们不允许这样做。” 当你请求客人做某事时： 1. “Could you (sign here)?” “您可以（在这里签名）吗？” 2. “Would you mind (calling back later)?” “您介意（稍后再来电话）吗？” 3. “May I (have your name)?” “我可以知道（您的姓名）吗？” 二、指路用语基本词汇：Follow me 跟我来 straight 直的 turn 转弯 right 右边 left 左边、Upstairs 楼上 downstairs 楼下 second 第二 floor 楼层 way 道路基本句型：1. Follow me please.请跟我来。2. Please go straight ahead.请一直往前走。 3. Please turn right / left.请向右转/左转。4. Go upstairs/downstairs.上楼/下楼。5. Its on the second (third) floor.在二（三）楼。6. This way, please.请这边走Section4 英译时间与数字的表达月份、星期的 表达法汉语+简写英语一月 （Jan）January二月 (Feb)_February三月 (Mar)March四月 (Apr)April五月 May六月 (Jun)June七月 (Jul)July八月 (Aug)August九月 (Sep)September十月 (Oct)October十一月 (Nov)November十二月 (Dec)December星期一(Mon)Monday星期二(Tues)Tuesday星期三(Wed)Wednesday星期四(Thur)(s)Thursday星期五(Fri)Friday星期六(Sat)Saturday星期天(Sun)Sunday基序数的表达法汉语+基序+简写汉语+基序+简写一 onefirst(1st)十二 twelveTwentieth(12th)二 twosecond(2nd)十三 thirteenthirteenth(13th)三 threethird(3rd)十四 fourteenfourteenth(14th)四 fourfourth(4th)十五 fifteenfifteenth(15th)五 fivefifth(5th)十六 sixteensixteenth (16th)六 sixsixth(6th)十七 seventeenseventeenth (17th)七 sevenseventh(7th)十八 eighteeneighteenth (18th)八 eighteighth(8th)十九 nineteennineteenth (19th)九 nineninth(9th)二十 twentytwentieth(20th)十 tententh(10th)三十 thirtythirtieth(30th)十一 eleveneleventh(11th)零 zero在号码中读“O”Section5 酒店部门名称与职位头衔一、酒店部门名称1行政办：Executive office2行政人力资源部：Administration and Human Resources Department3保安部：Security Department4财务部：Accounting Department5营销部： Sales & Marketing Department6工程部：Engineering Department 7前厅部：Front Office8客房部：Housekeeping Department9娱乐部：Entertainment Department10中餐部：Chinese Restaurant11西餐部：Western Restaurant12日餐部：Japanese Restaurant13桑拿部：Sauna Department14沐足部：Foot Massage Department二、职位头衔1董事长：Chairman2总经理：General Manager3副总经理： Deputy General Manager4助理总经理：Assistant General Manager5总监：Director6经理：Manager7大堂副理：Assistant Manager8推广经理：Promotion Manager9主任(主管）：Supervisor10客户关系主任：Guest Relation Officer11领班：Captain12秘书：Secretary13文员：ClerkChapter 2酒店英语前厅部Section 1客房预定基本词汇：reserve预定 hold the line不挂断 single单个的 twin一对的 double一双的 availability可用性 per每一的 unguaranteed无担保的 scheduled如期常用句型：1. 您好，客房预定部，请问有什么可以帮助您？Good morning, Room reservations. May I help you? 2. 我想预定一个房间。Yes, Id like to reserve a room.3. 谢谢您，要定在什么时候吧？您一行有多少人？Thank you, sir. For which date and how many guests will there be in your party?4. 四月16日到20日。只有我和我太太。From April 16th to 20th. Just my wife and myself.5. 请别挂断好吗？ Could you hold the line, please? 6. 我来查一下是否有空房间。Ill check our room availability.7. 您能告诉我您的姓名和电话号码吗？May I have your name and phone number, please?8. 您想要什么样的房间？What kind of room would you prefer?9. 您希望住几晚？How many nights do you wish to stay?10. 让您久等了，先生/女士。Thank you for waiting, sir/maam. 11. 单人房/双人房每晚*人民币。A single room/a twin room (a double room)is *RMB.样本对话R=Reservation Clerk G=GuestR: Good morning. Room Reservation .May I help you?G: Yes, Id like to reserve a room.R: Thank you, sir. For which date and how many guests will there be in your party?G; From April 16th to 20th. Just my wife and myself.R: A twin, please.G:Could you hold the line, please? Ill check our room availability.(After a while)Thank you for waiting, sir. We have a twin room at US$180 per night, will that be right?G: Ok, Ill take it.R: Thank you, sir. May I have your name and you phone number, please?G: Sure. My name is Li Fang, and my phone number is 13615500547.R: Mr. Li, phone number is 13615500547Excuse me, how do you spell your first name?G: Its L,I.R: L,I. thank you, Mr. Li. May I know your arrival time on April 16th?G: Around 9:00p.m.R: Mr. Li, for the unguaranteed reservation, we can only hold the room by 6:00p.m., because it is the peak season now. If you make a guaranteed reservation, we can hold the room overnight. Would you like to make a guaranteed reservation by credit card?G: Fine, Do you accept American Express? R: Yes. May I know the number?G: Its 134986.R: Thank you, Mr. Li. You ve made a guaranteed reservation at the ChuZhou King-house hotel, from April 16th to 20th for 5 nights. If you cant arrive as scheduled, please inform us before p.m. on April 16th. Thank you for calling and we look forward to serving you.Section 2 前厅接待基本词汇：Registration登记 form表格 luggage行李 cart手推车 record记录apologize道歉 check-in登记入住 exactly完全正确 payment付款常用句型：1. 下午好，欢迎光临*酒店。Good afternoon. Welcome to * Hotel.2. 能为您效劳吗?May I help you?3. 请填这张登记表好吗？Could you fill out the registration form, please?4. 谢谢您，*先生，您的房间号为*楼的*房。Thank you, Mr.*. Your room number is *, that is on the *th floor.5. 服务员会带您过去。A bellman will show you the room.6. 希望您住的愉快。Please enjoy your stay.7. 我派个行李员来帮您搬行李。Ill send a porter to help you with the luggage.8. 请让我来帮您拿行李。Let me help you with the luggage.9. 您一共有几件行李？How many pieces of luggage do you have?10. 请稍候，我去推一辆行李车来。Just a minute, please. Ill bring a trolley/baggage cart.11. 我们为您做的是在太有限了。This is really the least we can do for you. 12. 我们可能忽略了一些细小的地方。We might have overlooked some points.13. 可能是除了什么差错。There could have been some mistake. 14. 实在对不起。I do apologize.样本对话：C=Front Office Clerk G= GuestC: Good afternoon. Welcome to King-house hotel. May I help you?G: Yes, Id like to check-in, please.C: Certainly, sir. May I have your name, please?G: Im Polly Green.C: Do you have reservation with us, Mr. Green?G: Yes, from tonight. C: Just a moment, please. Ill check our reservation record.(After a while )Thank you for waiting, Mr. Green. Your reservation is for a twin from March 5th to 7th for three nights. Is that all right?G: Exactly.C: Could you fill out the registration form, please?G: Fine.(Fill in the form)C: How would you like to make payment?G: By American Express Card.C: May I take a print of the card, please?G: Sure, here you are.C: Thank you, Mr. Green. Your room number is 2008, thats on the 8th floor.A bellman will show you the room. Please enjoy your stay.（处理投诉）C=Front Office Clerk G=GuestC: Good evening, Front Office. Can I help you?G: This is Mrs. Green, Room 2046. I ve just checked in and Im not happy with my room.C: May I know what is wrong?G: The room is smelly and there is someones hair on my bed! I didnt expect such things would happen in your hotel.C: Im sorry to hear that, Mrs. Green. Ill send a housemaid to your room at once. She will bring air fresher and make up the bed again for you. We do apologize for the inconvenience.G: Thats fine. Thank you.C: Youre welcome, Mrs. Green. My names Lin Ling, and if there is anything else I can do for you, please dont hesitate to call me.C: (Printed the card) could you sign here, please?G: Sure.C: Thank you, Mr. Green. Here is your card and your receipt. Have a nice trip.Section 3商务中心基本词汇：urgent紧急的 original原始的;原件 fax 传真 business center商务中心 code 代码 parcel包裹 directly直接 extension分机;延长常用句型：1. 好的，您想复印多少份？Certainly, How many copies would you like? 2. 每张2份。Two copies for each.3. 是急件。Its urgent.4. 我需要5点以前拿到。I need it before 5 o clock.5. 我想要复印/打(字)/打印这个。Id like to copy/tape/print this.6. 这是您的原件。Here is your original.7. 我把原件放在这里。Ill leave the original here.8. 等复印好了就打电话通知我吧。Please call me when the copy is ready.9. 我想要发份传真。Id like to send a fax.10. 发去哪里？To where?11. 请写下国家代号、区号和对方的号码。Please write down the country code, the area code and their number.12. *先生，我是商务中心的*。Mr.*,this is *from the Business Center. 13. 我们收到给您的一份传真。We have received a fax for you.14. 你们如何收费？Whats the rate?15. 最低收费是*元。The minimum charge is * Yuan.16. 您检查一下好吗？Could you check it?17. 我怎样可以去*？How can I get to *?18. 您可以乘*路公交车去。You may take Bus NO.*.19. 如果你搭的士去的话，大概要15分钟。If you take a taxi, it will take you 15 minutes.20. 我要寄封信。Id like to poster a letter.21. 我要寄一个包裹。Id like to send a parcel.22. 邮费是多少？How much is the postage?23. 我现在还不清楚。I cant say for sure now? 24. 我迟一些告诉您可以吗？Ill let you know later, will that be all right?25. 没问题，先生。No problem, sir. 26. 这儿有一份价格表。Here is the rate list.27. 晚上好，询问台。Good evening, information Desk.28. 请再说一次好吗Could you repeat that, please?29. 请说慢一点好吗？Could you speak more slowly, please?30. 请说大声一点好吗？Could you speak a little louder, please?31. 您能帮我接通客房预定部/餐厅预订部/客房送餐服务部吗？Could you put me through to Room Reservations/the Restaurant Reservation Desk/Room Service？32. 我这就为您转接过去。ll put you through.33. 您能再试一次吗？Could you try again?34. 打内线，直接拨房号。From the house phone, please dial the room number directly.35. 请拨分机*。Please dial extension *.36. 每天有几次航班。There are several flights a day.37. 我们可以为您订票。We can book a ticket for you.38. 您要哪一天的票？Which days tickets would you like?39. 您想坐哪次车？Which train would you like to take?40. 我想坐1592次。I d like to take train 1592.41. 您要座位还是卧铺？A seat or a berth?42. 硬卧票已经卖完了。Hard berth tickets are not available now?43. 软卧怎么样？How about a soft berth ticket?44. 我要一张下铺，多少钱？A low berth ticket, please.Section 4结账退宿基本词汇：check out结帐 personal个人的 cheque支票 draw up起草 cashier收银员 credit card信用卡 receipt收据 常用句型：1. 如果您在中午12点以后退宿，就得付半天的房费(如果您在中午下午六点以后退宿，就得付半天一天的房费)。If you check out after12:00 at noon, youll have to pay half of the rate. (If you check out after 6 p.m., youll have to pay the full rate.)2. 对不起，我们不能接受个人支票。Im sorry, but we are not allowed to accept personal cheque.3. 根据酒店的规定，我们不受个人支票。But we dont accept personal checks according to the hotel policy.4. 我想退宿.Id like to check out.5. 好的,请把房间钥匙给我好吗?Certainly, sir. May I have your room key, please?6. 请等一下,我帮您结算账单.Just a moment, please. I ll draw up your bill for you.7. 收银员马上会帮您准备好您的账单.The cashier will have your bill ready in a moment.8. 让您久等了，*先生。Thank you for your waiting, Mr.*.9. 这是您的账单。Here is your bill.10. 您要核对一下吗？Would you like to check it?11. 您打算如何付款呢？How would you like to make payment?12. 用现金/信用卡/旅行支票.In cash./By credit card./By travelers checks.13. 美元兑人民币的兑换率100：*。The exchange rate of US dollar to RMB is100:*. 14. 那就是说该给您*元人民币。That will give you RMB * Yuan.15. 请您在这里签名，好吗？Could you sign here, please?16. 这是您的卡和收据。Here is your card and your receipt. 17. 祝您旅途愉快Have a nice trip.18. 我们期待能再次为您服务。We look forward to serving you again.样本对话：C=Cashier G=GuestC: Good morning, sir. May I help you?G: Yes, Id like to check out.C: Certainly sir. May I have your room key, please?G: Sure. Here it is.C: Just a moment, please. Ill draw up your bill for you.(After a while)C: Mr. Green, your bill totals US$520. How would you like to make the payment?G: By credit Card. Do you accept Visa?C: Yes, Mr. Green.G: Here you are.Chapter 3 酒店英语房务部客房服务Housekeeping Service一、关键词语 Key words bed 床basin 洗脸盆single bed 单人床bath-tub