度假酒店新入职员工培训简单酒店英语用语.doc

度假酒店新入职员工培训-简单酒店英语用语English Trainning For The Front OfficeFront Office Reception 前堂接待处Reservation 订房部Information 问询处PR and Department 公关销售部Business Centre 商务中心1、 Greeting and Modes of Adress 问候及招呼Good morning /afternoon /evening .Sir /Madam.How do you do?How are you ?Nice / glad to meet you .2、 Welcomes 欢迎语 Welcome here .Welcome to our hotel .Welcome to stay in our hotel . 3、Offering help 提供帮助 May I help you ? What can I do for you ? Can I do anything for you ? Is there anything I can do for you ?4、Thanks 感谢 Thank you . Thanks a lot .Thanks for your help.Its very kind of you .5、Answer 应答语 Youre welcome. Its all right . Dont mention it . Its my pleasure to do. /My pleasure. Glad to have been of help .6、Apologies , Regrets 道歉及遗憾 Im sorry . Excuse me . Oh , pardon me . Sorry to keep you waiting . Im afraid I have taken up too much of your time . It doesnt matter.7、Good wishes 祝愿语 Good luck to you . Have a good time . Take care . Have a good trip. Best wishes. Happy landing . Hope youll have a pleasure trip home .8、Parting expression 告别 Thank you for coming. See you later . So long . Welcome next time. I hope to see you again .简单英语会话1、 问客人是否有预定Have you made the reservation yet ? Have you got a reservation ?Yes , I have already .No , I havent .2、 向客人介绍房间类型What kind of room would you like, sir /madam?Our hotel has a total 210 rooms ,composing of single rooms ,double rooms ,triple suites, deluxe doule rooms , deluxe small suites , deluxe suites ,administrative suites in japanese , American,Victoria and European styles .3、 问客人订几间房How many peaple do you have ,please ?How many peaple are there in your party ?How many rooms would you like?4、 检查是否有余房 Please wait a moment .Let me have a check .I have to check if theres a room available .Ill have to check the computer records .5、 填写登记表May I know your name ?Would you mind filling in the registration form ?Would you please fill in this memo ?6、 请客人出示有关证件Would you please show me your ID card ?Would you please shou me your passport ?7、 询问客人离店时间Please tell me when you are checking room ?How long will you be staying ?For which dates ?How long do you intend to stay?8、 向客人报房价Whats the room rate /the price /the daily rate for a single room ?Its 200RMB for a single room .The room rate for a single room is 200RMB.9、 客人询问折扣及应答Is there a special rate for a group reservation ?Can I have a discount ?Any discount for a single room ?What discount do you offer for a single room ?There is a -per cent discount .Ill give you a -% discount .We offer -% discount for a single room .10、向客人介绍房间设备设施 room facilities : air-condition , color TV , telephones , carpet ,bathroom , sauna , living room , hot-water supply . Our rooms are equipped with air-condition , TV , telephone,and other up-to date facilities . English Training for cashier1. Word List 单词表cashier 收银员 cash 现金 deposit 押金 receipt 收据 bill 帐单 equivalent 相等 invoice 发票 memo 便笺 sign a bill 签单credit card 信用卡 check out 结帐exchange rate 兑换率 mis-check 算帐出错travellers check旅行支票 Master card 万事达卡foreign currency 外币 Visa card 东美卡be equivalent to 相当与 Great card 长城卡peony card 牡丹卡 Dragon card 龙卡US dollars 美元 HongKong dollars 港币Pound sterlings 英镑 RMB 人民币2、Useful Sentences 常用句型我可以帮你什么忙吗？May I help you ? 您打算什么时候结帐？When would you like to check out ?请问您用哪种方式付款？How do you wish to settle your bill ?What kind of checks have you got ?您用银行卡吗？Have you got a bank card ?请您填写这张表格并出示您的护照，好吗？ Would you please fill in this memo and show me your passort? 请您交一些押金好吗？ Would you please pay some deposit? 请您稍等一下，我给您开张收据。 Please just a minite , Ill write a receipt for you . 这是您的帐单，请检查一下。 Here is your bill ,sir ,please check it . 请您检查一下并保存好这张便笺。 Please have a check and keep the exchange memo. 我想知道今天的兑换率。Id like to know todays exchange rate.您想兑换多少钱？How much would you like to change ?按照今天的兑换率，一美元兑换8.32元人民币。 According to todays exchange rate ,every US dollar in cash is equivalent to 8.32 yuan RMB. 如果我的人民币用不完怎么办？ What should I do with the RMB left with me ? 您