新2011下半年酒店英语培训内容.doc

京华世纪酒店英语培训教材（目录）第一部分 国际音标及语音语调第二部分 酒店内部公共英语第一单元 酒店职位与职务第二单元 酒店部门英语第三单元 酒店常见设施第四单元 服务台常用词汇第三部分 酒店常用英语第一单元 称谓第二单元 欢迎与问候第三单元 介绍与寒暄第四单元 指引（指路）用语第五单元 询问信息（征询语）第六单元 祝愿语及回答第七单元 致歉与致谢语第八单元 提醒和告别用语第九单元 处理客人投诉第十单元 常见的餐厅英语问题第十一单元 其他用语第四部分 酒店岗位日常服务用语第一单元 前台类第二单元 客房类第三单元 餐饮类第四单元 康娱类第一部分 国际音标及语音语调元音(vowel)单元音双元音辅音（consonant）p t k f s tr tsb d g v z dr dz第二部分 酒店内部公共英语第一单元 酒店职位与职务董事长：director 总经理：general manager 总经办：executive office 总经办主任：director of executive office 车队长：chief driver 行政干事：executive affairs 司机：driver 文员：clerk电脑部经理：edp manager电脑工程师：computer engineer电脑操作员：computer operator总工程师：general engineer高级工程师：senior engineer值班工程师：duty engineer主管工程师：supervisor engineer电梯高级技工：lift senior technician空调高级技工：air-conditioning technician锅炉高级技工：senior boiler man强电值班技工：duty electrician强电维修技工：electrician电梯技工：lift man机修技工：machination弱电值班维修技工：duty electrician 强电维修高级技工：senior electrician财务部总监：financial controller 财务部经理：chief accountant 会计部经理：accounting manager成本部经理：cost controller 采购部经理：purchasing manager 仓库主管：storeroom officer收银主管：cashier officer会计主管：accounting officer采购主管：purchasing officer收货员：receiver出纳员：teller工资员：payroll control 采购员：purchaser成本员：cost control 仓管员：storeman收银员：cashier会计：accouter总管事：chef steward 主管：steward supervisor 清洁工：cleaner人事部总监: personnel director 人事部经理：personnel manager人事助理兼后勤总务: personnel officer员工宿舍领班：staff dormitory captain宿舍管理员：staff dormitory keeper培训部经理：training manager培训部主任(人事干事)： training officer翻译兼英语教师：english translator & teacher市场营销部总监：director of sales and marketing销售部经理; sales manager高级客户经理：senior clients manager策划经理：planning manager公关部经理; public relations manager销售部副经理：sales manager assistant销售主任：sales officer公关主任：public relations officer员工餐厅主管：staff canteen supervisor 员工餐厅领班：staff canteen captain厨师：cook厨师助理：cook assistant房务总监：rooms division director前厅部经理：front office manager接待处经理：reception manager管家部经理：executive housekeeper 管家总管：asst. executive housekeeper大堂副理：assistant manager总机主管：operators supervisor楼层高级主管：senior floor supervisor楼层主管：floor supervisor 公卫主管：pa supervisor 洗衣房主管：laundry supervisor 布草主管：uniforms supervisor接待处领班：receptionist captain 总机领班：operators captain 服务中心领班：service center captain 楼层领班：floor captain 公卫领班：pa captain水洗领班：laundry captain干洗领班：dry clean captain 布草领班：uniforms captain 服务中心文员：service center clerk健身房服务员：gymnasium attendant客房服务员：room attendant 接待员：receptionist 行李员：bellboy 门僮：doorman清洁工：p.a. man 缝纫工：seamstress 熨烫工：presser 洗涤工：washer 保安部经理：security manager高级主管：security senior 主管：security supervisor消防主任： fire center officer领班：security captain消防员：fireman保安员：security guard娱乐总监：recreation director 餐饮总监：f & b director餐饮部经理：f & b manager宴会销售部经理：banquet sales manager 楼面经理：service manager中餐部经理：chinese restaurant manager西餐部经理：western restaurant manager营业部经理：sales manager酒水部经理：beverage manager行政总厨：executive chef助理行政总厨：asst. executive chef中厨总厨：master chef chinese food中厨主厨：sous chef (chinese kitchen)西厨总厨；master chef .western food西厨主厨：sous chef (western kitchen)西饼主厨：chief baker楼面部长：captain 宴会销售主任：banquet sales officer 高级服务员：senior waiter & waitress咖啡厅主管：coffee shop supervisor 高级主管；senior supervisor 领班：captain 调酒师：bartender 酒吧服务员：barman点心工：pastry cook烧味厨师：grill chef厨工：cook assistant碗工：dishwasher咨 客：hostess传菜员：pantry man 服务员：waiter & waitress实习生：trainee第二单元 酒店部门英语酒店部门英语名称executive office行政办公室 human resources dept.人力资源部 training department培训部food & beverage dept.餐饮部 housekeeping dept.管家部 recreational dept.康乐部 information technology department电脑部 engineering dept.工程部 financial dept.财务部 front office前厅部 sales dept.市场营销部 purchasing dept.采购部operator总机reception接待处information问讯处security dept.保安部reservations预定处 concierge礼宾部business center商务中心 ticket counter票务处cashiers counter收银处 fire fighting center消防中心 第三单元 酒店常见设施fitness centre健康中心chinese restaurant中餐厅western restaurant西餐厅conference room会议室function room宴会厅indoor swimming pool室内泳池beauty saloon美容中心snooker room桌球室laundry洗衣部lobby大堂suite套房 standard room标准间 double room大床间 mini-bar小酒吧 escalator 自动楼梯 bookshelf 书架 ground floor (英)底，层，一楼 cabinet 橱柜 switch 开关 venetian blind 百叶窗帘 curtain 窗帘 wastebasket 字纸篓tea trolley 活动茶几 night table 床头柜 first floor (英)二楼，(美)一楼 folding screen 屏风 hanger 挂钩 plug 插头 chinese painting 国画elevator, lift 电梯 drawer 抽屉 second floor (英)三楼，(美)二楼 spring 弹簧 cushion 靠垫，垫子 socket 插座，插口 sitting room 起居室 voltage 电压carpentry (总称)木器 tea table 茶几 bedclothes 床上用品 quilt 被子 mattress 床垫 thermos 热水瓶 transformer 变压器 第四单元 服务台常用词汇 management 经营、管理 market price 市价 cashiers desk 兑换处 coin 硬币 accounting desk 帐务处 check-out time 退房时间 voucher 证件 price list 价目表 check, cheque 支票 sign (动)签字 interest 利息 form 表格reservation 预订 reception desk 接待处 tip 小费 reservation desk 预订处 luggage office 行李房 per thousand 千分之 spare (形)多余的 postpone (动)延期 cancel (动)取消 travelers cheque 旅行支票 pay (动)付款 fill (动)填写administration 管理、经营 note 纸币 registration desk 入宿登记处 lobby 前厅 luggage rack 行李架 visit card 名片 identification card 身份证 rate of exchange 兑换率 conversion rate 换算率 charge (动)收费 bill 账单 change money 换钱procedure 手续、程序 information desk 问询处 luggage label 行李标签 overbooking 超额订房 percent 百分之 reasonable (形)合理的 cash (动)兑换 keep (动)保留、保存 bank draft 汇票 accept (动)接受 procedure fee 手续费 fill in the form 填表 电讯服务 operator 电话员 house phone 内部电话 special line 专线 dial a number 拨号码 hold the line 别挂电话 cant put somebody through 接不通 ordinary telegram 普通电话receiver 听筒 city phone 城市电话 telephone number 电话号码 replace the phone 挂上电话 line, please. 请接外线。 the line is busy(engaged) 占线。 send a telegram(cable) 发电报long distance 长途电话 telephone directory 电话簿 call somebody up 打电话给某人 cant hear somebody 听不见 cant get through 打不通 inland telegram 国内电报 ordinary mail 平信switchboard 交换台 central exchange 电话总局 the connection is bad. 听不清。 express telegram 加快电报 special despatch 专电 registered fee 挂号邮资 postcard 明信片第三部分 酒店常用英语第一单元 称谓1、直接称谓：mr., mrs., ms., miss., sir, madam, gentleman, lady, young gentleman.2、间接称谓：the lady with you, the gentleman with you, that lady, that gentleman.第二单元 欢迎与问候欢迎：1、i hope you will enjoy your stay with us.希望您在我们宾馆过得愉快。（客人刚入店时）2、welcome to our hotel.欢迎光临我们酒店。3、were glad to see you again.我们很高兴能再见到您。问候：1、good morning, sir/madam早上好！先生/夫人。2、good afternoon, sir/madam下午好！先生/夫人。3、good evening, sir/madam晚上好！先生/夫人。4、how are you today, sir? 先生，今天一切都好吗？回答：thank you. and you? 很好，谢谢。你呢？ 5、how do you do?您好！（初次见面）6、glad to meet you .很高兴见到您。7、wish you a most pleasant stay in our hotel .愿您在我们宾馆过得愉快。（客人在饭店逗留期间）8. hope you have enjoyed your stay with us.希望您在我们宾馆过得愉快。（客人离店时）第三单元 介绍与寒暄greetings寒暄let me introduce myself: im judy, a waitress in the restaurant. 我介绍一下自己吧，我叫judy，是本餐厅的服务员。or: may i introduce myself?this is my colleague, jack wang. 这是我的同事jack。ive often heard about you. 我经常听人说起你。your name just doesnt come to me. 我就是想不起你的名字来。your look familiar, have we met before? 你看起来好眼熟，我们以前见过面吗？have you met jeff? -no, im afraid not/ no, i dont believe so./yes, we already met.how nice to see you again! 很高兴再次见到您！im so glad you could come. 你能来我真高兴。what a pleasant surprise, i havent seen you for ages. 这真是一个惊喜，我好久没看到您了。how are you doing these days? 最近怎样。-im ok/im just great./fine, thank you, how about you?/all right, and you?/quite well./pretty good. /everythings fine./so far so good.nice talking to you. 和您谈话很高兴。its been a great pleasure talking to you。 和您谈话很荣幸。-its also been wonderful to me.will you excuse me for a minute, please? 可以允许我失陪一会吗？see you again/soon/next time.小知识：当自己做中间人，把一方介绍给另一方的时候，应遵从如下原则，把职 位或地位低的介绍给职位或地位高的，把次要人物介绍给重要人物，把年纪小的介绍给年纪长的，把男士介绍给女士等。第四单元 指示用语指示：1、let me show you.让我告诉您。2、this way, please.这边请。3、please dial “0”, sir.先生，请按“0”4、it will be on your right hand side. you wont miss it.它在您的右手边，您一定能够找到的。5、go straight ahead.直走。6、go down to the lobby.往下走到大堂。7、please take the lift to the 3rd floor.请您乘电梯到三楼。8、turn left/right at the first corner.请在第一个转弯角转左/右9、go upstairs/downstairs.上楼/下楼。10、its on the second (third) floor .在二（三）楼。11、excuse me.对不起。where is the washroom (restroom, elevator)?请问盥洗室（休息室、电梯）在哪儿？12、its in the lobby near the main entrance.在大厅靠近大门。13、its in the basement at the end of the corridor.在地下室走廊尽头。 第五单元 询问信息（征询语）询问/征询：1、may i have your name, please?请问您叫什么名字？2、your initials, please?请问您的名字首写字母？3、may i have your first name?请告诉我您的名字。4、may i take your order now?我现在为您下单好吗？5、may i have your room number?请您告诉我您的房间号，好吗？6、may i have your signature, sir?here please.先生，请您把名字签这儿，好吗？7、may i know who im talking with?(打电话时用)请问您是哪位？8、may i ask who is next?请问下一位是哪位？9、may i be of service, madam?请问这位夫人，我能为您做些什么？10、may i recommend our, sir?先生，我能为您推荐我们11、may i help you withmadam?夫人，我能帮您做12、would you like me to book a for you?需要我为您订13、would you like to sit by the window?您喜欢坐在靠窗边的位置吗？14、would you like to have a cup of coffee?来杯咖啡如何？15、is there anything else i can do for you, madam?这儿需要我帮忙吗？16、how about a您觉得怎样？17、what can i do for you .我能为您干点什么？第六单元 祝愿语及回答祝愿/祝福：1、have a pleasant stay at our hotel, sir.愿您在我们中心，一切顺心开心。2、have a pleasant stay with us, madam.夫人，愿您和我们在一起开开心心。3、have a nice/good day!祝您今天一切都好！4、have a pleasant evening.愿您拥有一个愉快的晚上。5、have a good weekend!周末愉快！6、enjoy your stay/day.愿您在这儿玩得开心。7、happy new year!新年快乐！8、merry christmas!圣诞快乐！9、happy birthday!生日快乐！10、congratulations!祝贺您！11、have a nice holiday!假日快乐！12、wish you every success!祝您成功！13、wish you good business.对一般祝愿的回答：1、you too, mr也希望您也一样2、the same to you, sir/madam也希望您也一样。第七单元 致歉与致谢语致谢：1、thank you.谢谢。2、thank you very much.非常感谢。3、thank you for telling us.感谢您的慷慨陈词。4、thank you for your compliment.谢谢您的赞美。5、thank you for coming.感谢您的到来。6、thank you for calling.谢谢您打电话给我。7、thank you for waiting.谢谢您在此等我。8、thank you for being so understanding.理解万岁。9、thats very kind of you. thank you very much.非常感谢。对致谢的回答1、you are welcome.不用谢。2、with pleasure.这是我的荣幸。3、my pleasure.这是我们荣幸。4、thank you.谢谢。5、glad to be of service. please feel free to contact us anytime.很高兴能为您服务，有需要请随时联系我们致歉：1、excuse me.不好意思，打扰了。2、im awfully sorry.我感到十分的抱歉。3、i beg your pardon, sir.先生，您能再说一次吗？4、excuse me for interrupting.(不得不打扰客人时)不好意思，打扰了。5、sorry to have bothered you.不好意思，打扰了。6、im very sorry. there could have been a mistake. i do apologize非常抱歉，这儿肯定是出错了。真的对不起。7、im sorry. would you excuse me, please.对不起。您能原谅我吗？8、im sorry. im being called.对不起，我得接个电话。9、im sorry to have kept you waiting, sir.很抱歉，让您等了我这么久。10、im sorry. the house/restaurant is fully booked.很抱歉。酒店已经客满了。11、im sorry. we have run out of.我感到十分抱歉。我们把都用完了。12、im sorry to trouble you.对不起打扰你了。13、im sorry to have taken so much of your time.对不起占用你太多时间了。14、i hope youll forgive me.我希望你能原谅我。对道歉的回答：1、thats all right.没关系。2、it doesnt matter.没关系。第八单元 提醒和告别用语提醒用语：1、here you are(递东西时)给您。2、here we are.(到目的地)我们到了。3、there comes the taxi.(有的士来时)有部的士来啦。4、there he is.(发现要找的人时)他在那。5、be aware of the ceiling, sir.当心天花板，先生。6. mind/(watch)your step.请走好。7. please be careful.请当心。8. please dont leave anything behind.请别遗忘您的东西。9. please dont smoke here.请不要在这边抽烟。告别语：1、good-bye, and have a nice trip.再见，祝您一路顺风。2、thank you for coming.感谢您的光临。3、sorry, i have to go. nice talking with you.对不起，我不得不走了。和您谈话很开心。4、we all look forward to serve you again.我们期待能再次服务您。5、hope you enjoyed staying with us.希望您能和我们一起度过愉快的时光。6、have a good time!祝您过得愉快！7、see you later.再见。8、good night .晚安。9、see you tomorrow.明天见。10、goodbye and hope to see you again.再见，希望再见到您。11、wish you a pleasant journey! good luck!祝您旅途愉快！祝您好运！第九单元 处理客人投诉1、can you change the room for me？ its too noisy能给我换个房间吗？这儿太吵了。2、my wife was woken up several times by the noise the baggage elevator made我妻子被运送行李的电梯发出的嘈杂声弄醒了几次。3、she said it was too much for her她说这使她难以忍受。4、im awfully sorry，sir非常对不起，先生。5、i do apologize我向您道歉。6、no problem，sir没问题，先生。7、well manage it，but we dont have any spare room today我们会尽力办到，但是今天我们没有空余房间。8、could you wait till tomorrow？等到明天好吗？9、i hope well be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep我希望明天晚上我们能呆在一套安静的房间里睡个好觉。10、and if there is anything more you need， please let us know如果还需要别的什么东西，请告诉我们。11、the light in this room is too dim这房间里的灯光太暗了。12、please get me a brighter one请给我换个亮的。13、certainly，sirill be back right away好的，先生，我马上就回来。14、the room is too cold for mei feel rather cold when i sleep这房间太冷了，我睡觉时感到很冷。dialogue aa guest（b） wants to change a roomhe goes to the assistant manager（a）a：good morning，sirwhat can i do for you？b：im bellim in room 908can you change the room for me？its too noisymy wife was woken up several times by the noise the baggage elevator madeshe said it was too much for hera：im awfully sorry，siri do apologizeroom 908 is at the end of the corridorits possible that the noise is heard early in the morning when all is quietb：anyhow，id like to change our rooma：no problem，sirwell manage it，but we dont have any spare room todaycould you wait till tomorrow？the american people-to-people education delegation will be leaving tomorrow morningtherell be some rooms for you to choose fromb：all righti hope well be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleepa：be sureill make a note of thateverything will be taken care ofand if there is anything more you need，please let us knowdialogue ba：good evening，maamdid you ring for service？what can i do for you？b：yesthe light in this room is too dimplease get me a brighter onea：certainly，sirill be back right awaydo you mind if i move your things？b：oh，nogo aheada：thank youhow is the light now？b：its much better nowthank youa：youre welcomeand if you need any other things，please let us knowb：ah，yes，the room is too cold for mei feel rather cold when i sleepcan you turn off the air-conditioning？a：（checks）the air-conditioning is already off，maamb：maybe im getting a colda：would you like an extra blanket？b：okand would you please get me some hot water，too？i think i need to take some medicinea： certainly，maamill be right backhere is a blanket，and hot water for youanything else？b：no，thanksa：good night，maam.words and expressionselevator n电梯corridor n走廊，回廊delegation n代表团extra a额外的，外加的blanket n羊毛毯，毯子，毛毡第十单元 常见的餐厅英语问题常见的餐厅英语问题(q:服务员 a:顾客)a: have you got a table for two, pleaseq: certainly, sir. ill show you to your table.a: may i have a reservation for ten for tonight, please?q: im sorry, sir. the restaurant is fully booked.q: 您预定了吗q: have you made a reservation?q: 您喜欢吸烟区还是非吸烟区?q: would you like smoking or non-smoking areaq:您想喝些什么q: would you like something to drink?q: 您现在可以点餐吗q: may i take your order now?q: 请坐,给您菜单,先生.a: sit down, please. here is the menu, sir.q: 您想吃什么菜q: what kind of foods would you like to have?q: 您用餐前要喝什么吗q: what would you like to drink before your meal?q: 您要喝咖啡还是茶?q: what would you like to have, coffee or tea?q: could i have the bill, pleasea: certainly, sir. wait a moment, please.q: 请问您怎样付款?a: how would you like to pay?q: 这是您的账单,请您在这里签名.q: here is the bill. please sign your name here.a: 餐厅招牌菜式是什麼?a: what is the specialty of the house?q: 今天餐厅有什么特餐吗?a: what do you have for todays special?q: 餐厅是否有供应素食餐q: do you have vegetarian dishes? a:could you tell me where i could wash my hands?q: go straight ahead. turn left.a id like a glass of water, please.q: certainly, sir. ill bring it right away.q: 请给我一瓶矿泉水.a: may i have a bottle of mineral water?a: my steak is overdone. its too tough.q: im terribly sorry to hear that.a: 甜点有那几种?a what do you have for dessert.a:可以给我一些芝士吗a: may i have some cheese?a: 可以给我一点蕃茄酱吗a: may i have some ketchup, please?a: 可不可以不要甜点改要水果?a: can i have some fruit instead of the dessert?q: i would like to have your special beefsteak.q: how do you like your beefsteak, sir?a:medium well, please.q: how would you like your eggs?a: a fried egg, sunny-side up.a: could you tell me the service hours of restaurant?q: 7:00a.m.to 9:00a.m. for breakfast.a:请给我刀,叉.a: may i have a fork and knife, pleasea请给我一双筷子.a: may i have a pair of chopsticks, please?a: can we sit over there theres a table free by the window.q: sorry, sir. the table has been reserved.a: what do you recommend?q: how about a green tea or a jasmine tea?a: i like to have a cup of coffee, please.q: certainly, madam. what kind of coffee would you like?q: 给您.砂糖就在那边.q: here you are. youll find the sugar just over there.q:请在您的账单上签上您的名字和房间号q: could you sign the bill and add your room number, please?q:我上错了汤,真抱歉.q:i do apologize for giving you the wrong soup.a: id like to have a table for 8 for lunch.q: would you like a table in the hall or a private room?a: is there a minimum charge for a private room?q: sure. there is a minimum charge of 600yuan.q:您点的菜已经上齐了.请慢用.q all your dishes are served now. please enjoy your meal.q: 让您久等了.这边请.q: thank you for waiting. this way, please.q:先生,请出示您的早餐劵q: sir, could you show your breakfast voucher, please?q: 女士,您要在您用