英语培训全套文档.doc

Part. 1 Courtesy English 礼貌用语一、 情景对话Unit 1 Greetings and Farewells 问候语与告别语 1. Expressions on the job Good morning/ Good afternoon/ Good evening. 早上好/ 下午好/ 晚上好- How do you do? 您好 - How are you? 您好-How do you do? 您好 - Fine, thank you, and you? 很好，谢谢， 您呢？Hello. 您好 Welcome to Dihao Hotel. 欢迎光临帝豪酒店 Welcome back. 欢迎回来 Nice to meet you. 见到您很高兴。 Good-bye 再见 Good night 晚安 See you later 回头见 Hope to see you again希望再见到您 Thank you for coming. 谢谢光临Look forward to seeing you again 希望再见到您Have a good stay. 祝您住店愉快 2. Talking to the guest: Staff: Good morning, Mr. Smith. How are you today?Guest: Good morning, Jane. Im fine, thanks, and you? Staff: Im fine too. Are you checking-out today?Guest: Yes, I think so. Staff: Did you enjoy your stay here? Guest: Yes, I did. Staff: I hope our service is to your satisfaction. Guest: Sure. Im very pleased with everything here. Staff: Thank you. I wish you a well trip and look forward to seeing you again. Guest: Thank you. Im sure Ill come to Dihao Hotel next time. 3. How to use 1) Addressing Guests 称呼客人 不认识的人： SIR， MADAM， MISS SMITHS YOUNG MAN/ LADY 团体： gentlemen， ladies， ladies and gentlemen 直呼姓名： 客人喜欢您称呼他的姓名“May I have/ know your name, sir?” 我能知道您的姓名吗 “Mr. Smith, Mrs. Smith” “the gentleman/ lady with you”2）Exchange of Greeting 互致问候见到客人，可以说：Good morning/ afternoon/ evening, sir/ madam. Welcome to Dihao Hotel. May I help you? / Could I help you? Did you have a nice trip, sir/ maam? Have a pleasant stay in Dihao Hotel. / I hope you enjoy your stay with us, sir/ maam. 当您问候客人：How are you today/ this morning? 客人的回答不是我们预期的“Fine, thank you.” 比如： - I am not feel well.（身体不舒服之类的） -I hope you are better soon. -Im hurt. 不好/好的消息 - Im sorry/ glad to hear that - Im tired. （旅途疲惫之类的） - Have a good rest. 3） On taking your leaving 分开时您可以说： Having a nice day/ evening. Good weekend. 如果客人先说， 我们可以这样回答： You too, sir. And the same to you, sir. 4) Breaking away from conversation 中断对话 不要和客人长篇大论， 应该学会有礼貌地停止谈话。 这时您可以说： Excuse me, please. I must serve that guest. Im sorry, sir, I must go. Nice talking with you. 然后说再见： Have a nice day. Good bye, sir. 4. Play roles Find a partner and play the roles of staff and guest who will be on the holiday soon. -Unit 2 Introduction 介绍身份 1. Expressions on the job introduce 介绍 My name is . / Please call me . 我叫 spell 拼写family name 姓 Given name 名 certainly 当然了 enjoy 喜欢 meet 会见 at your service 为您服务 Im glad/ pleased to meet you. 很高兴见到您 2. Talking to the guest:Staff: Good morning, sir. May I know your name?Guest: Certainly, my name is John Parkinson. Staff: Would you please spell your first name? Guest: Sure. P-a-r-k-i-n-s-o-n, Parkinson. Staff: Mr. Parkinson, welcome to our hotel. Guest: Very nice to meet you. Staff: Hope youll enjoy your stay here. Guest: I think I will. Staff: See you later. Guest: See you. 3. How to use 1） Introducing yourself 自我介绍My name is Chen. Call for service any time. 我姓陈，需要服务请随时叫我。I am Chen. Just let me know if there is anything we can do for you.我姓陈,有事请叫我。Please just call me Chen. Im at your service. 我姓陈，随时为您服务。 当您这么说的时候，您会吃惊地发现客人多么高兴。 2） Answering a guests call 回应客人呼叫 当客人叫您的时候，您可以这么回应： Yes, Mr.-. / May I help you? At your service, sir. / May I take your order? 如果不能马上为客人服务， 您可以这么说： Ill be with you in a moment, sir.先生， 我马上过来 / Ill be right back 我立即就来 Would you please wait a moment? 请稍等一下好吗？如果让客人久等了，您要说： Sorry to keep you waiting, Sir/ Madam. 3) On taking your leave 与客人话别 “祝您一天愉快” “Have a nice day” “祝您晚安”“Have a pleasant evening”“祝您周末愉快”“Have a good weekend”如果客人先祝愿您说：“Have a nice day”，我们可以这样回答：“Thank you, and the same to you, Sir/ Madam.” “谢谢，希望您也一样，XX先生”Unit 3 Apologies 道歉 1. Expressions on the job Excuse me. 打扰一下 Im very sorry. 真对不起 Please forgive me. 请原谅Thats OK。 没什么 I do apologize. 我很抱歉 Thats all right. 没关系 Please accept our apology. 请接受我们的道歉 It doesnt matter. 没关系Would you please wait a moment? 请稍等好吗？ Im terribly sorry. 非常抱歉 Would you mind waiting a second? 请稍等好吗？ I assure you it wont happen again. 我向您保证以后不再发生这种事情。2. Talking to the guest:Guest: Excuse me. I think there is a mistake in my bill.Staff: Im sorry to hear that. Ill check out for you right away. Would you please wait a moment? Guest: OKStaff: I do apologize, Mr. Smith. There is a mistake in your bill. I assure you it wont happen again Guest: Well, thats all right. 3. How to use 1. 当客人要东西而您不能提供Im sorry. We have run out of _ / Im terribly sorry. We dont provide room service. 2. 处理错误Im terribly sorry. Ill look into the matter at once. / Im sorry for keeping you waiting. 3. 接受投诉Thank you for telling us, sir. We will fix it at once.It wont happen again. Please accept our apologies.4. 您听不懂客人的话 Im sorry. I dont understand you. Can you please show me?Im sorry, I dont understand you. Ill get you the manager. He speaks better English than I do. -Unit 4 Offering Help 提供帮助1. Expressions on the job offer 提供 favor 喜欢 welcome 欢迎 This way please 跟我来 serve 服务 show 展示wet 湿的 corridor 走廊 Can I help you? 我能帮忙吗？Do you need any help? 需要帮忙吗Id be very glad to help/ serve you. 很高兴能帮助您/为您服务 Ill do that for you. 我会为您做那事 Watch your step, please. 请注意脚下。 2. Talking to the guest:Staff: Excuse me, may I help you? Guest: Yes, Im looking for my room.Staff: May I know your room number, please? Guest: Yes, my room number is 641. Staff: Thats at the other end of the corridor. Follow me, please. Ill show you to your room.Guest: Thank you. Its very kind of you. Staff: Im glad to serve you. Please enjoy your stay. Guest: Yes, I will. _Staff: Going up?Guest: Yes. Staff: Be careful, please. The floor is wet. Guest: OK. Thank you. Staff: By the way, may I help you with your bags?Guest: Sure. Thats very kind of you. Staff: Youre most welcome3. How to use 1. When guests ask for something 当客人要某物时Yes, sir. Its no problem. / Certainly, madam. Ill be glad to do it.Here you are. / Here is your bill/ receipt. 2. Giving way to guests 给客人让路 记住让客人先走： After you, maam. / You first, sir. 客人要过去： - Excuse me. / - Certainly, after you, please. 您推着车要经过客人时说： - Excuse me, sir/ maam. 最后说： - Thank you. 3. Leading the way 领路Please follow me, sir. / Would you please come this way? This way, please sir, to the left. / Mind your step, sir. 当您到达目的地时： Here we are the rest room. Here we are - Will this table do, sir? / Here we are Room 906. -Unit 5 Thanks and Replies 致谢及回答Expressions on the job Thanks. 谢谢 Thank you very much. 非常感谢 Thank you so much. 太感谢了 Thats very kind of you. 您太好了 You are so kind. 您太好了 Thank you just the same. 同样得谢谢您。 You are welcome. 不客气 Its my pleasure to serve you. 很荣幸为您服务 Thats all right./ Not at all 没关系 Thank you for your help/ your cooperation. 感谢您您的帮助/合作 Talking to the guest:Staff: Good afternoon, Miss Smith. Im here to repair your light. Guest: Thats very nice. It doesnt work. Staff: Let me have a look. Now its all right. Guest: Thank you very much. Staff: Its my pleasure. Guest: By the way, my telephone is too noisy. Could you please help me with this？Staff: Sorry. I cant fix it. But Ill call my colleague to come as soon as possible. Guest: OK. Thank you just the same. Staff: Not at all. Good bye, maam. Guest: Good Bye. How to use When guests thank you 当客人感谢您时保持微笑，用以下用语中的一种： My pleasure. 我很乐意 / You are welcome. 不客气 Not at all. 没关系 / Im happy I was able to help. 我很高兴能帮助您。 当客人向您道歉时, 您可以说：Thats quite all right.Accepting compliments 接受赞美 如果客人称赞您或您的酒店时，您可以这么回答：Im glad to hear that. / We are glad to serve you. -Unit 6 Requests and Replies 请求及回答1. Expressions on the job favor 喜欢 over there在那边 next to 紧挨着 look for 寻找 trouble 麻烦 problem 问题Would you please do me a favor? 能帮我个忙吗？ Could you do a favor for me? 帮我个忙好吗？ Of course. /Certainly 当然 No problem.没问题 Id be glad to 我很乐意。 2. Talking to the guest:Guest: Excuse me.Staff: Yes? Guest: Could you please do me a favor? Staff: Certainly. What can I do for you? Guest: Im looking for the Cashiers Desk. Staff: Thats easy. Its over there, next to the Information Desk. Guest: I see. Thanks a lot. Staff: My pleasure. 3. How to use 1） When guests offer you something 当客人给您东西时 给您的东西不能接受时， 您可以说：“Thank you, no, we are not allowed to drink on duty.” “谢谢，但我们上班时不允许喝饮料。”Thats very kind of you, but I cant accept. 您真好，但我不能收。 Thank you very much, but I cant accept. 非常感谢您， 但我不能收。2）To say no to a guests request 怎样对客人的要求说不 No, madam, I regret it is not. 很抱歉，夫人，不是这样的。I regret, no. Its a little late.很抱歉，现在有点晚了。 Im afraid that. 恐怕。 / Im sorry, there is not discount. 对不起，这里没有折扣。 3）When guests ask you to hurry up 当客人让您快点时您要面带微笑说： Sorry for keeping you waiting. Ill see to it at once. 4） Guests demanding service 当客人要求您服务时 人手不够， 只能为一个人服务时，您要愉快地说：Ill be with you in a moment, sir/ maam. Unit 7 Asking people to repeat 请对方重复1. Expressions on the job reservation 预定 nationality 国籍 pardon 原谅 beg 请求 repeat 重复 I beg your pardon./ Pardon? 我没听清 Please say it slowly. 请慢慢说。I dont understand you. 我没听懂。 Would you please say it again.您能不能重复一下。 Would you please repeat it? 请您再说一遍好吗？2. Talking to the guest:Staff: Good afternoon, sir. Do you have a reservation?Guest: No, Im afraid not. Staff: May I know your name, please? Guest: Yes, Im David Stevenson Staff: Your nationality? Guest: Im Australian. Staff: I see. How long will you stay here?Guest: A week. Possibly longer. Staff: Good. I can give you a room on the 4th floor. Is it all right? Guest: Yes, its quite all right. Thank you very much.Staff: You are welcome. 3. 常用表达方式1. Sorry to keep you waiting. 让您久等了 2. It doesnt matter. 没关系3. Please take your time. 别急 4. Ill try my best. 我将尽力而为5. Ill take care of it. 我来处理这件事 5. Follow me please. 请跟我来6. Welcome back 欢迎您回来 7. Ill be with you in a moment. 我马上就来 8. After you. 您先请 8. Im sorry to disturb you. 很抱歉，打扰您了 9. Sit down at this table, please. 请坐这张桌子 10. Let me help you. 我来帮您 -Unit 8 About the Dihao Hotel 关于帝豪酒店1. Information 酒店信息 The address of Dihao Hotel: Quanan Road Jinjiang city, China Location: Dihao Hotel is located in the middle part of Quanan Road, Jinjiang. The operator number of DiHao hotel The fax number of DiHao hotelWhere is the Dihao Hotel? Where is the Dihao Hotel located? Would you please tell me where I can find the Dihao Hotel? 酒店设施Chinese Restaurant 中餐厅 Western Restaurant 西餐厅 Sauna Center桑拿中心 Business Center商务中心 Massage 按摩 Room Service客房送餐 Bowling保龄球 Beauty Parlor/Salon 美发厅 Bell Service 行李部 Meeting room 会议室Our service is from 8 AM to 12 PM. /We offer 24 hours service. 3. 岗位名称 General Manager 总经理 Assistant General Manager 助理总经理 Manager 经理 Supervisor 主管 Captain 领班 Assistant Manager大堂副理 operator 接线员 Waiter/ Waitress 男/女服务员 Receptionist 接待员 Bellboy 行李生 Room attendant 客房服务员 security guard 保安 cook 厨师 是我的工作 MY job is . / I work as . / I am 4. 十大服务用语 1. Good morning/ afternoon / evening. 早上好 / 下午好 / 晚上好2. Welcome to Dihao Hotel. 欢迎光临帝豪酒店 3. Excuse me. 打扰一下。4. Can I help you? / May I help you? 能为您做点什么吗 ？5. Yes, Sir/ madam. 是的，先生/女士 6. Wait a moment, please. 请稍等一下。 7. Sorry to keep you waiting. 对不起，让您久等了。 8. Thank you. / Its a pleasure. 谢谢。/ 我很乐意。 9. Have a pleasant stay with us. 希望您住得愉快。 10. Goodbye. Thank you for coming. We look forward to serving you again. 再见。 谢谢光临。 希望再为您服务。 5. Introducing yourself in the following way 以下列方式介绍自己 I work in Dihao Hotel. / Dihao Hotel is located in . My job is . /We offer 24 hours service. -Unit 9 Finding Places 寻找地点1. Expressions on the job fax传真 miss错过 colleague同事 lift 电梯 get off 下 left 左 right 右 send 发送 then 然后 Front Desk 前台 round the corner 拐个弯 Could you please tell me? 请您告诉我好吗？ Its on the second/ first floor. 在二/ 一楼 Its on the right side of the corridor. 在走廊的右边 Turn left/ right 左拐/ 右拐 at the other end of the corridor: 在走廊的另一头 go straight 一直往前走2. Talking to the guest:Staff: Good morning, madam. Can I help you? Guest: Yes. Could you please tell me where I can send a fax? Staff: You may go to the Business Center. My colleague there can do it for you. Guest: But where is the Business Center? Staff: Its in the lobby desk, just near the Front Office. You may take the lift here, get off on the first floor, and then turn right. The Business Center is on the right side of the corridor. You cant miss it. Guest: Thank you very much. Staff: Its my pleasure. 3. Dialogue Where is the nightclub? The Nightclub is on the forth floor.Where is the toilet? The toilet is on the left side of the first floor. Where is the Sauna Center? The Sauna Center is on the forth floor. Where can I buy cigarette? Cigarette is for sale in the Western Restaurant. 4. Play roles Tell the guest how to go to the Sauna CenterUnit 10 Getting Information 咨询Expressions on the job check 检查 German 德国人 over there 在那边 American 美国人 second 秒 taxi 出租车 Thank you for your help.谢谢您的帮助 Please wait a second.请等一下。 Ill check for you. 我给您查一下。 Talking to the guest:Staff: Good morning, madam. Can I help you? Guest: Good morning. Im here to see my friend, but I dont know where she lives in. Staff: Do you have her room number?Guest: No, I dont have. Staff: May I know your friends name? Guest: Sure. Her name is Shelly.Staff: Is she an American? Guest: No, she is German. Staff: Please wait a second. Ill check for you. Guest: Ok.Staff: Yes, here it is. She lives in Room 908 Guest: I see. Thank you for your help. Staff: You are welcome. 3. Play roles Play the roles of guests and staff and get the information about the guest May I know your name? / Where are you from? What kind of room would you like to live in?How long would you like to stay at our hotel? May I have your passport number? -Unit 11 Days and Seasons 日期与季节1. 星期和月份 Days and Months What day is it today?Sunday星期日 Monday 星期一 Tuesday 星期二 Wednesday星期三 Thursday 星期四 Friday 星期五 Saturday 星期六What day is it? Today is Monday. / What day was yesterday? Yesterday was Sunday.January一月 February 二月 March 三月 April 四月 May 五月 June 六月 July 七月 August 八月 September九月 October 十月 November 十一月 December 十二月 What is the date today? - Today is 4th April. What is the date yesterday? - Yesterday is the third April. 2. 四季 Seasons spring 春天 summer 夏天 Autumn 秋天 winter 冬天Which season do you like? Why do you like ? 3. 时间 Time 8:15 eight fifteen/ a quarter past eight 11:00 eleven oclock 12:30 half past twelve 1:55 five to two 2:05 five past two 3:45 a quarter to four What time is it now? - It is 3 oclock. When is the Western Restaurant open? It is open from 7:00 a.m. to 03:00 am .the next day.The business time is from _ to _. 4. 介绍您的生日以及一天的作息时间 My birthday is on . I get up at I go to work at My work is over at My dinner time is -Unit 12 The Ways You May Asks 学会询问Would you like to 您想要。? 吗？ order now, sir? 您想要点菜了吗？ use the lift? 您要坐电梯吗？ go to the meeting room? 您要去会议室吗？Would you like me to 您要我去 。吗？ call them? 您要我去叫他们吗？ draw the curtains/open the window? 您要我去拉窗帘/打开窗户吗？ book a ticket for you? 您要我去给您订票吗？Coul