酒店前厅部英语培训.doc

君家酒店(king house)培训教材前厅部英语培训教材目录1. 酒店通用英语（）a) 常用句型b) 部门英语名称2. 迎宾用语（）a) 常用句型3. 客房预定（）a) 基本词汇b) 常用句型c) 样本对话4. 前厅接待（）a) 基本词汇b) 常用句型c) 样本对话5. 商务中心（）a) 基本词汇b) 常用句型c) 样本对话6. 结账退宿（）a) 基本词汇b) 常用句型c) 样本对话7. 附录（）I. 前厅部常用词汇a) 服务台常用词汇b) 电讯服务II. 前厅部组织架构英汉互译III. 月份、星期、数字表达酒店通用英语1、常用句型：答谢语 Thanks1. 非常感谢。Thank you very much.2. 不客气。You are welcome.道歉语 Apologies3. 对不起。Im sorry.4. 劳驾。Excuse me.5. 抱歉让您久等了。Sorry to have kept you waiting.6. 我没明白您的意思，我马上请我们经理过来。I dont understand. Ill get the manager.7. 没关系。Thats all right.8. 我马上就办。I will do it right away.9. 听到这件事我很抱歉。Im sorry to hear that.提醒用语 Notice10. 请小心。Please be careful.11. 别担心。Dont worry.12. 放心好了。Take it easy.13. 请稍等。Just a moment, please.提供帮助Offering Help14. 请走这边。This way, please.15. 能请您跟我走吗？Could you please follow me?16. 洗手间在那边。The rest room is over there.再见&祝福用语Parting & Good wishes17. 明天见. See you tomorrow.18. 祝你们玩得愉快!Have a good time19. 圣诞快乐.Merry Christmas! 20. 新年/中秋节/生日快乐！Happy New Year/Mid-Autumn Day/Birthday!2、酒店部门英语名称 ：1 Executive Office行政办公室 2 Human Resources Dept.人力资源部 3 Front Office前厅部 4 Housekeeping Dept.客房部 5 Food & Beverage Dept.餐饮部 6 Recreational Dept.康乐部 7 Financial Dept.财务部 8 Sales Dept.销售部 9 Purchase Dept.保安部 10Engineering Dept.工程部迎宾用语1、常用句型1. 您好。How do you do.2. 您好吗？How are you?3. 早上（下午、晚上）好。Good morning, (afternoon, evening).4. 欢迎光临君家酒店。Welcome to King-house hotel.5. 欢迎入住我们酒店。Welcome to stay in our hotel.6. 希望您住店愉快。Hope youll enjoy your staying here.客房预定1、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 American Express 美国运通卡 scheduled如期的2、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.3、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 isR: Mr. Li, phone number isxcuse 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.前厅接待1、基本词汇Registration登记 form表格 luggage行李 cart手推车 apologize道歉 check-in登记入住 record记录 exactly完全正确 payment付款2、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.3、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.商务中心1、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2、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.结账退宿1、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 2、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 cheques.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.3、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.附录1、前厅部常用词汇服务台常用词汇 1. DND=Do Not Disturb请勿打扰 2. VIP=Very Important Person贵宾 3. Message留言 4. Cancellation取消 5. Morning call叫醒服务 6. Complain投诉 7. Over booking超额预订 8. OOO=Out of Order维修房 9. Lost and found 失物招领 10. Room status 房间状态 11. Check in 登记入住 12. Check out 结账离店 13. Reservation预订 14. Reception接待 15. Suite套房 16. Standard room标准间 17. Double room大床间 18. Mini-bar小酒吧 19. Menu菜单 20. Tips=To Insure Prompt Service小费 电讯服务 1. Operator总机话务员 2. DDD=Domestic Direct Dial国内直拨 3. IDD=International Direct Dial国际直拨 4. LDD=Local Direct Dial市话 5. telephone number 电话号码 6. long distance 长途电话 7. telephone directory 电话