礼宾部英语培训

1、为加强酒店礼宾部员工英语水平，提高对客服务质量，体现五星级酒店氛围，适应国际化服务要求，特制定11年礼宾部英语资料。一，适用范围：礼宾部所有员工。二，培训目标：通过2-3个月的练习，普及基本礼貌英语，掌握与礼宾部工作有关的基本词汇及简单对话。三，内容分类：分为词汇部分、句子部分及对话部分。重要词汇礼宾部 Concierge行李生 Bell man / Bell boy门童 Doorman行李 Luggage / Baggage行李架 Luggage rack行李存放处 Luggage Depository行李车 Baggage trolley司机 Driver导游 Tour guide电梯 E

2、levator洗手间 Toilet机场 Airport火车站 Railway station商场 Shopping center超市 Super market小费 Tip雨伞 Umbrella接机服务 Pick-up service / Limousine service行李寄存 Check baggage叫早服务 Morning call贵重物品 Valuables易碎物品 Fragile objects自助早餐 Buffet breakfast往前直走 Straight on常用词汇五星级酒店Five-star hotel前厅部 Front office department总台 Rece

3、ption / Front desk总机 Operator / Service center商务中心 Business center 票务 Ticket service游泳池 Swimming pool怡湖园西餐厅 / 西餐厅 Lakeside Café / Western restaurant明珠中餐厅 / 中餐厅 Powerlone Pearl Restaurant / Chinese restaurant大堂吧 Lobby lounge / 医务室 Clinic Room桑拿 Sauna / 按摩 Massage / 美容厅 Beauty salon宝龙会 Powerlong

4、Club多功能厅 / 会议室 Powerlong Multi-Function Hall / Meeting room 停车场 Parking lot总经理 General manager / 经理 Manager大堂副理 Assistant manager AM宾客关系主任 Guest relation officer GRO主管 Director / 领班 Supervisor楼层服务员 Room boy / Room waiter总台接待 Receptionist / 维修人员 Repairman换钱change money 明信片postcard 洗衣袋Laundry bag小心轻放H

5、andle with Care / 请勿倒立Keep Top Side Up 常用句子Are these your baggage?这些是您的行李吗？Is this everything, sir？这是全部东西吗，先生？May I take them for you? / Let me help you with your luggage.我来帮您拿好吗？ / 让我来帮您拿吧。I hope I'm not disturbing you.我希望没有打扰您。Just a moment, madam. I'll bring them to you right away.等一会儿，夫人

6、。我马上送来。The bellboy will show you to your room, sir.先生，行李生会送您到房间的。Here is your room key.给您房间钥匙。You maycan leave your luggage in the Concierge.您可以把行李放在礼宾部。Would you like to check your luggage here?您要寄存行李吗？Dont worry, your luggage will be sent up at once.别担心，您的行李很快就会送上去的。When you check out, please call

7、 NO.6849 and well help you with your luggage immediately.如果您要退房，请致电6849，我们将马上帮您运送行李。May I know your room number? / What's your room number, please?您能告诉我您的房间号吗？May I have a look at your room card?我可以看一下您的房卡吗？Do you mind if I put your luggage at here?我把您的行李放在这里好吗？Please sign your name here.请您在这里签名

8、。Would you like me to call a taxi for you? / Would you want a taxi?你需要我为你叫一辆出租车吗？ / 需要出租车吗？About 20 minutes by texi from here to Airport.从这里到机场大概需要20分钟。I'm sorry to have kept you waiting ./Sorry to have kept you waiting对不起让你久等了。Would you tell me your phone number? 您能告诉我您的电话号码吗？After you, please/

9、 You first, please.你先请。This way, please这边请。Is there anything else I can do for you？您还有什么事要我做吗？I see what your mean. 我了解你的意思。Ill send the luggage up by another lift.我乘另一部电梯把行李送上去。Here we are, sir, room 1101先生，1101房到了。情景对话1，客人在门口时A car pulls up in front of Powerlong Hotel and a doorman goes forward to

10、 meet the Mr Steven，opening the door of the car for them.汽车停在了宝龙大酒店门口，门童上前为Steven先生开车门。场景一：DoormanD: Good evening, sir and madamWelcome to our hotel门童D：晚上好。欢迎光临！Mr StevenS： Good eveningSteven先生S：晚上好。D Excuse me, sir So you have got altogether four pieces of luggage？D：对不起先生，您一共带了4件行李是吗？S Yes.D OkLeav

11、e it to me, sir. Ill take care of your luggage.D：好的，让我帮您拿吧，我会照看好行李的。S Thank youS：谢谢。D Not at all. The Reception Desk is straight aheadThis way, pleaseD：不客气先生。总台就在前面，这边请。场景二：S：Excuse me，where is the restaurant？S：对不起，请问餐厅在哪里？D：We have Chinese restaurant and a western-style restaurantWhich one do you p

12、refer？D：我们这里有中餐厅和西餐厅，您更喜欢哪个呢？S：I'd like to try some Chinese food todayS：今天我想来点中国菜。D：The buffet?D：要自助的吗？S：Yes.S：是的。D：Is on the second floorThis way, please.D：那在二楼，这边请。S： What are the hours at the restaurant？S：几点有饭吃呢？D：Lunch 1030 amto200 pm；Dinner 530 to 1000 pmD：午餐是上午10点半到下午2点，晚餐是下午5点半到晚上10点。S：Th

13、ank youD： You're welcome 2，带领客人到房间BellboyB： Is this everything, sir？B：这是全部的行李吗，先生？Mr StevenS：Yes, that's everythingS：是的。B：Ok, May I have a look at your room card？B：能不能让我看下您的房卡？S：Oh，yesis 1101S：噢，好的。我住1101房。B：I seeNow please follow meIll show you to your room.B：好的。现在我带您去您的房间。S：Where is the We

14、stern restaurant？S：西餐厅在哪呢？B：Oh, its on the First floor. Get out the lift and turn right, sir. B：在一楼，先生。出电梯右转就到了。S：When will it open?S：什么时候开呢？B：The service time is 6:30am. To 10:00am. B：营业时间是早上6点半到10点。S：OK。B：Here we are, sir. Room 1101.Let me help you to open the door.B：我们到了先生，1101房。让我帮您开门吧。门开后B：You

15、first, sir. Do you mind if I put your luggage at here?B：您先请先生，我把您的行李放在这里好吗？S：It's OK, Thank you many much,S：好的，非常感谢。B：Thats my job. How do you like this room?B：这是我们工作。房间如何呢先生？S：It's very cozyI like it very much.S：非常舒适，我很喜欢。B：Right, is there anything else I can do for you?B：还有其他需要吗？S：No, Than

16、k you.B：OK, Good night. 3，客人寄存行李Mr StevenS：I want to check my luggage.S：我想要寄存我的行李。BellmanB：Certainly, sir. You can check luggage here. Please go through the formalities.B：当然可以，先生。你可以把行李寄存在这里。请您办一下寄存手续。S：No problem.S：没问题。B：May I know your room number?B：您是几号房的？S：My room number is 1101.S：1101。B：When wi

17、ll you take them back? Sir.B：您什么时候来取呢？S：About 30 minutes later.S：大约半小时以后。B：OK, please sign your name here. B：好的，请在这里签个名。B：Keep the luggage check card, and for drawing, please show the second half of this card.B：请保存好行李寄存卡，当您来取回行李时，请出示这张卡的下半联。S：OK, thank you very much. Bye bye.B：See you. Sir. 4，客人要出租车 DoormanD：Would you like me to call a taxi for you?D：需要一辆的士吗？Mr StevenS：Yes, thanks.S：是的。D：Where to? Sir.D：到哪里呢，先生。S：To the airport, international line.S：到机场，国际线。D：OK, Just moment, please. D：好的，请稍等。