酒店英语培训.ppt

*1 *2 introduce nthis is .。“这是”是在介绍人们相互认 识时通常用的句型。作自我介绍时，常说： may i introduce myself? im.介绍时应遵循 的礼节是： n和客人初次风面，问候可说：how do you do? n对从前来过的宾客，要说：how are you today/this morgning? *3 nmodule 1 basic guest contact i单元1 基本 交际技能i nm1t1 - greetings - reading na greeting is how you say “hello”. greetings are very important. you should always greet a guest as they enter the hotel. your greeting shows the guest that you see them, that you care about them and that you are available if the guest needs any help. when you greet a guest you should be very polite and energetic. a polite and energetic greeting will give the guest a good impression about the hotel. n问候就是你如何去说“你好”。问候是非常重要的。当客人进入酒店时你 应该问候他们。你的问候表明你看到了他们，重视他们并且会在他们有 任何需要的时候提供帮助。问候客人时，应该很有礼貌，态度热情。一 个礼貌而热情的问候会使客人对酒店留下一个好印象。 *4 m1t1 - greetings - key words n问候 ngreeting n早上好 ngood morning n下午好 ngood afternoon n晚上好 ngood evening n欢迎光临 nwelcome to n希望 nhope n喜欢 nenjoy n住店愉快 npleasant stay n开心 ngood time n登记入住 ncheck in n出示 nshow n接待台/前台 nreception counter/front desk *5 good . nmorning, sir/ madam（中午12 ：00前用） nafternoon, mr. _（下午5点 前用） nevening, mrs. _（下午5点 后用） nmorning, miss _ nafternoon, ms. _ n早上好,先生/夫人 。 n下午好， 先生 。 n晚上好， 女士 。 n早上好, 小姐 。 n下午好，女士。 *6 welcome to . how may i help you? nyour hotel name nour hotel nbeijing nour restaurant nthe health club/the sports center n欢迎光临 酒店,我能 帮助您吗？ n欢迎光临我们酒店, 我能 帮助您吗？ n欢迎光临北京, 我能帮助 您吗？ n欢迎光临我们餐厅, 我能 帮助您吗？ n欢迎光临健身俱乐部/运 动中心, 我能帮助您吗？ *7 n n m1t1 - greetings - substitutions *8 称呼 n（1）对个人的称呼，如果不知道对方的姓，可以用下列称呼： sir, madam, miss. madam 既可以用于已婚妇女，亦可用于未婚 子子。 n（2）当有数位女宾时应称呼ladies,不可称madams;当有数位男宾 时应称呼gentlemen,不可称sirs. n(3)对青年人的称呼：young man(年轻人）young gentleman(年 轻先生）young lady(年轻女士） n（4）对于了解姓氏的客人应称呼其姓氏。mr先生，用在男子之 姓（或姓名）之前，mrs夫人，太太，用在已婚女子之姓（或姓 名）之前；miss小姐，用在未婚女子之姓（或姓名）之前，ms女 士，冠于不明婚姻善的女子之姓（或姓名）之前。mr, miss, ms均 不能用在名字（first name)之前 *9 n1、先将男子介绍给女子 n2、同性别时，先将年龄较轻的介绍给年龄较 大的，将一般的人介绍给重要的人 n3、先将未婚女子介绍给已婚女子 n4、先将儿童介绍给成年人 n5、先将已方人员介绍给客方人员 *10 m1t2 - farewell *11 m1t3-thanks nwhen a person does something for someone or is given something the correct response is always “thank you”. in hotels, it is important to thank the guest for staying at your hotel. you should always say “thank you” when a guest helps you or does something nice for you. for example, a guest might inform you about something that needs fixing in the hotel. usually after someone says “thank you” the other person will reply by saying “you are welcome”. saying “you are welcome” is a polite way of showing the person that you accept their appreciation. n一个人为他人做了某事，或者获得他人帮助的时候，正确的回应往往 n是“谢谢”。在酒店里，感谢客人入住酒店非常重要。当客人帮助你或 n者对你有善意的举动时，你必须说“谢谢您”。例如，客人可能会告诉你 酒店有东西需要维修。通常当一个人说“谢谢”后，对方应该以“不客气” 作答。说“不客气”是一种表示你接受对方感谢之意的礼貌方式。 *12 m1t3 - thanks - key words n谢谢 nthank you n理解 nunderstanding n宝贵建议 nvaluable advice n告诉我们 ntelling us n感激 nappreciate n支持 nsupport n满意我们的服务 nhappy with our service n协助 nassist n欢迎 nwelcome n没问题 nno problem n不客气 ndont mention it n小事一桩 nit is the least i can do *13 m1t3 - thanks - substitutions thank you very much / so much for . nstaying with us nyour understanding nyour nice words nyour valuable advice/ comments nyour information n非常感谢您的入住。 n非常感谢您的理解。 n非常感谢您的称赞。 n非常感谢您的宝贵建 议。 n非常感谢您提供的信 息。 *14 it is nice . nseeing you again nserving you nhaving you back nhearing that nreceiving your call n很高兴再次见到您。 n很高兴能为您提供服 务。 n很高兴您再次光临。 n很高兴听您这么说。 n很高兴接到您的电话 。 *15 i/ we really appreciate . nyour assistance nyour comments nyour support, sir nyour kindness, miss nall you have done n我/我们非常感谢您 的帮助。 n我/我们非常感谢您 的意见。 n我/我们非常感谢您 的帮助，先生。 n我/我们非常感谢您 的好意，小姐。 *16 i am glad . nto hear that you have had a good time nyou like it, miss nyou enjoyed your stay here nthat youre happy with our service nto assist you, miss n我很高兴听到您过得 愉快。 n我很高兴您喜欢它， 小姐。 n我很高兴您入住愉快 。 n我很高兴您对我们的 服务感到满意。 n我很高兴帮助您，小 姐。 *17 you are . nwelcome nwelcome. it is my pleasure nwelcome. it is not a problem nwelcome. please dont mention it n不客气。 n不客气，我很乐意。 n不客气，不成问题。 n不客气，不值一提。 n不客气，小事一桩。 *18 m1t3 -thanks - dialogue nthe guest is leaving the hotel. nhotel staff: hello mrs. smith. i understand you are returning home. thank you for staying with us. nguest: thank you. i have had a pleasant trip. nhotel staff: i am glad to hear that you have had a good time. we look forward to seeing you again. n客人要离店了。 n酒店员工：您好，史密斯太 太。我知道您要回家了。感 谢您入住我们的酒店。 n客人：谢谢。我的旅途很愉 快。 n酒店员工：很高兴您过得愉 快。我们期待再次见到您。 *19 role playing exercise 1 na guest is leaving the hotel and the hotel employee needs to make sure that the guest is satisfied with their stay by asking, “did you enjoy your stay with us?” the guest could reply by complimenting the hotel. for example, the guest could say, “the hotel service has been very good.” nhow should the hotel employee respond? act out your own dialogue and practice. n一位客人要离店了，酒店员 工需确认该客人满意其入住 ，问道：“您在我们酒店过得 愉快吗？”客人也许会表扬酒 店。例如，客人可以说：“酒 店的服务非常好。”酒店员工 该如何回答？将对话表演出 来并练习。 *20 m1t3 -thanks dialogue nguest: i wanted to let you know that there is some water on the floor over there. nhotel staff: thank you for bringing this to my attention. i will take care of it right away. we really appreciate your assistance. nguest: you are welcome. n客人：我想告诉你那边 的地板上有水。 n酒店员工：谢谢您告诉 我们此事。我会马上解 决。非常感谢您的帮助 。 n客人：不用谢。 *21 role playing exercise 2 na guest wants to inform a hotel employee that the bathroom toilet is broken. how should the hotel employee respond? remember, the hotel employee is very happy that the guest has informed him or her about the problem. act out the exercise together. n一位客人想通知酒店员 工，浴室的坐便器坏了 。酒店员工该如何回答 ？记住，酒店员工对客 人向其告知问题这一做 法非常高兴。一同表演 该练习。 *22 m1t4 - apology - reading nwhen people make mistakes they need to apologize. an apology is a polite way of saying that you are sorry for making a mistake. the most commonly used apology is “im sorry”. when you say “im sorry”, the guest will know that you care about the situation. for example, if you spill water on a guest the first thing you should do is apologize for the clumsy mistake. saying “im sorry” may not fix the mistake but it will show the guest that you care. n当人们犯错误后需要道歉。道歉是表明你为自己所犯的错误而感到抱 n歉的一种礼貌方式。最常用的道歉语是“对不起”。当你说“对不起” n时，客人会知道你关心当时的情况。举例来说，如果你将水洒到了客 n人身上，你该做的第一件事就是为这个笨拙的错误而道歉。说“对不 n起”虽不能挽回错误，但会让客人感受到你的诚意。 *23 m1t4 - apologies - key words n对不起 ni am sorry n耽搁 ndelay n误会 nmisunderstanding n道歉 napologize n粗心的 ncareless n事故 naccident n带来的麻烦 ntrouble it has caused n不便 ninconvenience n遗憾 nregret n不适 ndiscomfort n令人不快的 nunpleasant n关心 ntake care of *24 im sorry nto hear that nfor the delay nfor this misunderstanding nto keep you waiting nto disturb you n我很遗憾听您这么说 。 n我为延误感到抱歉。 n我为这个误会感到抱 歉。 n我很抱歉让您久等了 。 n我很抱歉打扰您。 *25 i do apologize nfor the mistake nfor this error nfor this accident nfor the trouble this has caused you nfor any inconvenience this has caused n我为这个错误道歉。 n我为这个错误道歉。 n我为这个事故表示道 歉。 n我为由此给您造成的 麻烦而道歉。 n我为由此给您造成的 不便而道歉。 *26 i /we regret _. nyour discomfort sir / miss nthis mistake nyour unpleasant experience sir/miss nthat you did not like that dish nthat you did not enjoy your meal here n我/我们为您的不适感到 遗憾，先生/小姐。 n我/我们为这个错误感到 。 n我/我们对您不愉快的经 历感到遗憾。 n我/我们很遗憾您不喜欢 这道菜。 n很遗憾您不喜欢这里的 饭菜。 *27 i/we feel _ sorry about this. _ nvery, ill take care of it right way nterribly, well look into the matter nreally, please give me a minute nawfully, ill get it for you right away nextremely, ill get someone to take care of this right away n我/我们很抱歉。我会马 上处理。 n我/我们很抱歉。我们马 上调查此事。 n我/我们很抱歉。请给我 一分钟。 n我/我们很抱歉。我马上 给您拿来。 n我/我们很抱歉。我马上 找人来处理。 *28 please . ntell me what you will do about it nfix the problem now nsee to it that it never happens again ncall the manager for me ntake care of this right away n请告诉我你打算怎么 处理。 n请马上解决这个问题 ！ n请千万不要让这个问 题再次发生！ n请帮我把经理叫来。 n请马上处理此事！ *29 m1t4 - apologies - dialogue nguest: i have been waiting for someone to help me for a long time. i am very tired and this is bad service! nhotel staff: i am sorry to have kept you waiting. please accept my apology for the trouble this has caused you. nguest: you should make sure that your staff is trained properly. nhotel staff: i understand. this will not happen again. n客人：我已经等了很久了。 我很累，服务太差了！ n酒店员工：很抱歉，让您久 等了。为由此给您带来的麻 烦，请接受我的道歉。 n客人：你们应该确保员工都 接受正规的培训。 n酒店员工：我明白。这种事 以后不会再发生了。 *30 role playing exercise 1 npartner with a friend. one person will be the hotel employee while the other person will be the guest. the guest is very angry because they do not like their food. how should the hotel employee respond? act out the situation. n与一位朋友搭档。一个 人扮演酒店员工，另一 个人扮演客人。客人不 喜欢他们的食物，因而 非常生气。酒店员工该 如何回答？把这个场景 表演出来。 *31 m1t4 - apologies dialogue nguest: i am very sorry but i have spilled my glass of water on the floor. can you send someone over to clean it up. nhotel staff: no problem. thank you for letting us know about this. ill send someone to clean it up right away. n客人：非常抱歉，我 把杯子里的水洒在地 板上了。你可以派人 过去收拾一下吗？ n酒店员工：没问题。 感谢您通知我们。我 马上派人过去收拾干 净。 *32 role playing exercise 2 none person will be the hotel employee while the other person will be the guest. the guest has broken a bottle of red wine in their hotel room. how should the hotel staff respond? act out the dialogue. n一个人扮演酒店员工 ，另一个人扮演客人 。客人在自己的客房 内打碎了一瓶红酒。 酒店员工该如何应对 ？把对话表演出来。 *33 有趣的俚语 nthe apple of ones eye 掌上明珠 例：may is the apple of her fathers eye. 梅是她父亲的掌上明珠。 the big apple 纽约城 例：the little girl is from the big apple. 这个女孩来自于纽约城。 top banana 大老板 例：whos your top banana? 谁是你们的老板？ a lemon 没有价值的商品 例：that car is a lemon. 那辆小汽车不值钱。 *34 module2 basic guest contact ii nwhen a guest arrives at the hotel, and after the guest has been greeted, you should offer to help the guest. a lot of guests that stay in your hotel are often staying at your hotel for the first time. these guests may not be familiar with your hotel and it is up to you to help them. good hotel employees should treat all guests kindly and should offer their services to help them check in or find their way around the hotel. offering your services is a very polite way to make the guest feel welcome. *35 key words nplease 请 nhelp 帮助 ncan 能 ndo 做 nknow 知道 nanything 任何事物 nenjoyable令人愉快的 nanother 另一个 nlooking for寻找 nbottle of water一瓶水 ninternet connection互 联网连接 nat the moment 此刻 *36 substitutions nmay i /can i _? n help you n assist you with your luggage nsee your passport nhave your credit card nhelp you to your room n我能吗？ n我能帮助您吗？ n我能帮您将行李送到您的房 间吗？ n我能看一下您的护照吗？ n你能把信用卡给我吗？ n我能帮您去往您的房间吗？ *37 is there anything i can_? n do for you n help you with nassist you with ndo to make your stay more comfortable ndo to make your visit more enjoyable n我有什么能为您效劳的吗？ n有什么我能帮助您的吗？ n有什么我能帮助您的吗？ n我能做些什么让您的入住更 加舒适吗？ n我能做些什么使您的施行更 加愉快吗？ *38 please let me know_. n if there is anything i can do for you n if i can help you n if i can send this up to your room n if you need any help n if you need help with your internet connection n如果有什么我能为您效劳的 请告诉我。 n如果有什么我能帮助您的请 告诉我 n如需我将这个送至您房间请 告诉我 n如果您需要什么帮助请告诉 我 n如果您需要互联网连结方面 的帮助请告诉我 *39 i would be happy to _. n assist you. n help you with this n get this for you n bring you another bottle of water n我会很乐意帮助您。 n我会很乐意帮助您。 n我会很乐意给您这个。 n我会很乐意再给您拿一瓶水 来。 *40 thanks,but i am_. n fine n ok n alright n ok for now n fine at the moment n我很好，谢谢。 n我很好，谢谢。 n我很好，谢谢。 n我很好，谢谢。 n我很好，谢谢。 *41 dialogue1 nhotel staff: good afternoon sir. may i help you? nguest: yes, i am looking for my friend mr. stevens. has he checked in yet? nhotel staff: i am not sure but the front desk will be able to assist you. nguest: thanks. nhotel staff: youre welcome! n酒店员工：早上好，先生！ 我能为您提供什么帮助吗？ n客人：是的，我正在找我的 朋友史蒂文先生。他办理入 住手续了吗/ n酒店员工：我不太确定，但 是前台会协助您。 n客人：谢谢。 n酒店员工：不客气！ *42 dialogue2 nhotel staff: good afternoon madam, can i please show you to the conference room now? nguest: yes please. i do not know where it is. nhotel staff: it is on the #floor. please follow me. n(once they have reached the conference room) nhotel staff: here you are madam. is there anything else i can assist you with? nguest:can i please have a bottle of water? nhotel staff: certainly. i will bring one to you. n酒店员工：下午好，夫人！ 我现在能带您去会议室吗？ n客人：好的。我不知道经在 哪里。 n酒店员工：它位于层，请 跟我来。 n（他们来到会议室后） n酒店员工：这里就是了，夫 人。还有其他什么事情我能 帮助您的吗？ n客人：我能要一瓶水吗？ n酒店员工：当然，我马上拿 来给您。 *43 exercise n1、与一位朋友搭挡。一 个人扮演酒店员工，另 一个人扮演客人。客人 刚走进酒店。问候客人 并为其提供服务。客人 不需要你的帮助。你们 两个会说些什么。 n2、一个学员扮演客人 ，另一人学员扮演酒店 员工。客人正在地上寻 找什么，酒店员工要为 他/她提供帮助。客人正 在寻找一只丢失的耳环 （earring)。你们会说什 么呢？ *44 m2t2-offering services 2 nbesides asking the guest if there is anything you can do for them,there are often situations that require you to distrub the guest in order to help them. for example,a guest might be having conversation with someone but has just received an urgent phone call. you need to interrupt the guest in a very polite way so that he or she can receive the call. if you do not interrupt the guest and he or she missed the phone call then the guest would be very upset. disturbing a guest is never wrong if there is a good reason for it. *45 m2t2-offering services2-key words n assistance 帮助 n specials 特色菜 n give 给 n repeat 重复 n signature 签名 n coat 外套 n lobby 大堂 n conference room会议室 n important 重要的 n bed 床 n allow 允许 n make 做 *46 excuse me,_ can i show you to your room now? would you like some water? do you need some assistance? would you like to look at our specials? can i help you with that? n现在我能带您去您的房间吗 ？ n您要喝点儿水吗？ n您需要什么帮助吗？ n您要看一下我们的特色菜吗 ？ n我能帮您吗？ *47 pardon me_ nms./mr,could you please repeat what you said? ncould i ask you to repeat that? ni need to get through. ni found your coat in the lobby. nsir,but there seems to be a problem. n抱歉女士/先生。请您重复一 遍好吗？ n抱歉，能请您重复一遍吗？ n抱歉，借过一下。 n打扰了，我在大堂里发现了 您的外套。 *48 i am very sorry to disturb you but_ ni need your signature ni was asked to give you this nyou have a phone call nhere is your order/food nyou have a visitor n打扰了，我需要您的签名。 n打扰了，有人让我把这个交 给您。 n打扰了，有您一个电话。 n打扰了，这是您的客房送餐 服务。 n打扰了，有人找您。 *49 would you please_? n follow me n wait one moment n sit here while i call a taxi for you nsign here ntake a seat. n请您跟我来。 n请您稍候。 n请在这里坐，我去为您叫出 租车 n请您在这里签字。 n请您在这里就座。 *50 let me_ nhelp you with your luggage ntake you to your room nmake a reservation for you nhelp you with that nfind out for you n我帮您拿行李吧 n我带您去房间吧 n我帮您做预订吧 n我来帮您吧 n我帮您查一下吧 *51 m2t2-offering services2-dialogue nthe final guest has arrived to meet his group in the lobby. the hotel employee approaches the guests. nhotel staff:pardon me, may i show you to your room now? nguests:sure,that would be fine. nhotel staff:we have already sent your luggage up to your rooms. nguests: thank you. nhotel staff:please follow me to the elevators.i will show you the way now. n最后一个客人到达大堂与他的团 队会合，酒店员工走近这些客人 。 n酒店员工：打扰了，我现在能带 你们去房间吗？ n客人们：当然，好啊。 n酒店员工：我们已经将你们的行 李送去房间了。 n客人们：谢谢。 n酒店员工：请跟我去电梯，我来 为你们指路。 *52 dialogue 2 ntwo guests are talking but the hotel employee needs to tet the guests signature for the bill before he leaves. nhotel staff: excuse me sir.i am sorry to disturb you but i need your signature on this bill. nguest:sure,wher do i sign? nhotel staff: right here, sir. here is a pen. nguest:there you are. nhotel staff:thank you. have a pleasant trip and please stay with us again soon. n两个客人正在交谈，但是酒店员 工需要在客人离开前让他在帐单 上签名。 n酒店员工：抱歉打扰您，先生！ 我需要您在帐单上签字。 n客人：好。我在哪儿签字？ n酒店员工：就在这儿，先生。给 您笔。 n客人：签好了。 n酒店员工：谢谢您，先生！祝您 旅途愉快，并希望您很快再次光 临我们酒店。 *53 exercise n一个学员扮演客人， 另一个学员扮演酒店 员工。酒店员工需要 为客人提供帮助。这 个客人看起来像是在 找会议室时迷路了。 酒店员工要帮助客人 到达会议室。 n一个学员扮演客人， 另一个学员扮演酒店 员工。酒店员工必须 打断客人，告诉她前 台有她一个重要的电 话。 *54 谚语 n谚语it is easier to go up the hill than to run down.上山容易，下山难。 n谚语never offer to teach fish to swim. 不要班门弄斧. *55 m2t3-handing requests reading nrequests are questions asking for (提出要求）some action or service from you.usually guests will need help with something or will need you to give them something. as （作为）a hotel employee,you are responsible for (职责）helping the guest.helping a guest with their request means （意味着）that you are responding to(对作出回应） their needs. hotel employees should try to meet every guests needs and make sure they are happy and comfortable. most guests will approach you by saying that they”would like”something or will ask “can you help me”. these are common forms of requests. your response to these requests should always be efficient,polite and helpful. one common response to requests is “certainly” and “no problem”. *56 key words ni would like 我想 ntomorrow 明天 nwake up call 叫早电话 nluggage/bags 行李 ntaxi driver 出租车司机 nlimo 豪华轿车 nright 右边 nfollow 跟随 nbill 帐单 nbank 银行 nbathroom 浴室（美语）厕所 nbring 拿来 *57 i would like to have_ n a wake up call tomorrow morning n a bottle of water n to order a taxi/hotel limo n a room with a view n a firm pillow n 我想订明早的叫早电话服务 。 n我想要一瓶水 n我想要订一辆出租车/酒店轿 车 n我想要一间观景房。 n我想要个硬一点的枕头。 *58 can you send_? n up my bags n for some help n me the bill n up the food n this letter for me n你能把我的包送上去吗？ n你能帮我个忙吗？ n你能把账单给我吗？ n你能送餐上来吗？ n你能帮我发这封信吗 ？ *59 could you please tell_ n the taxi driver that i want to go to tiananmen square? n me the way to the bathroom? n me where the bank is? n me how to get to my room? nthe staff that i need help today? n你能告诉出租车司机我要去 天安门广场吗？ n你能告诉我去洗手间怎么走 吗？ n你能告诉我银行在哪儿吗？ n你能告诉我怎么去我的房间 n你能告诉员工今天我需要帮 助吗？ *60 certinly,_ n here you are n i am glad to assist you n i will be back in a moment n one moment,please n id be happy to n当然，给您 n当然，我很乐意帮助您 n当然，我很快回来。 n当然，请稍候。 n当然，我很乐意 *61 no problem,_ ni will be back very soon n follow me ni can have that ready for you in 10 minutes ni will send it right up ni will tell housekeeping right now n没问题，我很快回来。 n没问题，跟我来。 n没问题，我会在10分钟后给 您准备好。 n没问题，我马上送上去。 n没问题，我马上告诉客房服 务员。 *62 dialogue 1 nguest walk up to the front desk nguest: i would like a wake up call tomorrow morning. nhotel staff:certainly,what is your room number? nguest:room 596. nhotel staff:what time,sir? nguest:six oclock in the morning please. nhotel staff:ok, six oclock tomorrow morning for room 596. is there anything else i can help you with? nguest:no thank you nhotel staff:have a good night. n客人走向前台。 n客人：我想订明早的叫电话服务 n酒店员工：好的。您的房间号是 多少？ n客人：596号房。 n酒店员工：什么时间呢，先生？ n客人：请在早上6点钟。 n酒店员工：好的，596房间，明 早6点。还有其他什么需要我帮 助的吗？ n客人：没有了，谢谢！ n酒店员