饭店员工英语培训辅导材料.doc

酒 店 英 语Hotel English第一部分 公共知识The First Part The Public Knowledges一、饭店部门 Departments董事会 directorate, board of directors 总经理办公室 general managers office人事培训部 personnel and training department财务部finance department前厅部 front office客房部 housekeeping department餐饮部 food and beverage department工程部 engineering department保安部security department采购部purchasing department营销部 sales department旅行社 tourism agency department工会 trade union , labor union康乐部 entertainment department二、从业人员 Staffs董事长 board chairman副董事长 vice-board chairman总经理 general manager副总经理 vice-general manager总经理助理 assistant general manager经理 manager副经理 vice-manager大堂副理 assistant manager营销员 salesman/saleswoman主管 supervisor领班 captain 文员 clerk行李员 bellman/bellboy话务员 operator秘书 secretary收帐员 cashier总工程师 chief engineer电脑工程师 computer engineer房务主管 head housekeeper 楼层领班 floor supervisor公共区域领班 public area captain客房女服务员 housemaid/attendant男服务员 waiter餐厅女服务员 waitress厨 师 chef行政总厨 executive chef餐厅主管 head waiter商场营业员 shop assistant驾驶员 driver洗衣工 laundry worker三、安徽饭店简介安徽饭店坐落于省会合肥市梅山中路18号，地处景色秀丽的西山风景区，北临清碧河塘，南眺繁华闹市，位距合肥骆岗机场9公里，火车站8公里，距省政府尚不足3公里，交通十分通捷。饭店主楼二十四层，建筑面积26000平方米，占地面积5.5公顷。包公故里，兴业宝地的合肥，自古以来是商贾云集、美食荟萃之地。安徽饭店作为安徽省首家四星级旅游涉外饭店，是安徽省对外开放的一个重要窗口。自一九九二年开业以来，先后接待来自世界40多个国家和地区的政府要员和首脑，接待境内外嘉宾350万人次，受到社会各界的高度赞扬，被皖籍著名科学家杨振宁教授誉为“故乡第一饭店”。The Brief of Anhui HotelAnhui Hotel is located on No. 18 Meishan Road, Hefei, the capital of Anhui Province. The hotel towers in the Xishan scenic area and faces a limpid pond. From the top of the hotel building, you can enjoy a superb view of the bustling city. Its quite easy of access, just 9 kilometers away from Hefei Luogang Airport, 8 kilometers away from the railway station and less than 3 kilometers away from the provincial government administration. The hotel has a 24-story main building with a total area of 26,000 square meters. As Baozhengs native place, Hefei has always been the gathering place of various merchants and local delicacies since ancient times. Anhui Hotel, the first four-star international hotel in Anhui province, is also an important window for opening to the outside world. It has received presidents and government officials from over 40 countries and regions, and three and a half millions of inbound guests since it opened in 1992. It has been highly commended by public figures from all walks of life, praised as “the best hotel in my hometown” by Professor Yang Zhenning, a world famous scientist.第二部分岗位英语The Second Part English for the Different Positions 第一节总台英语English for the Front Desk一、预订 RESERVATION1. May I have your name?请问您的名字？2. xx.00RMB a night plus 15%service charge, free daily buffet breakfast, no extra charge for children aged 12 yours and under occupying the same room with adults.房价一晚xx.00加15%的服务费，早餐免费，12岁以下儿童和成人同住一个房间免费。3. When for and for how long?您哪天开始预订？多长时间？4. For which date?您要订哪天的房间？5. How many in your party?你们一行几人？6. I can book you a suite for the 5th and 6th.我可以为您在5日和6日订一个套间。7. We can confirm a room for the 7th and 8th .我们可以确认您为7日和8日订的房间。8. Could you hold the line please, Ill check the room availability. Thank you for waiting.请别挂电话，我来查查有没有空房.谢谢等候.9. We can put you on a waiting list if you like, could you call us again closer to the date or would you like to leave your phone number?我们可以把你的名字记下来，请你在接近预订日期再来电话或请您留下电话号码。10. All reserved rooms will be held until 6:00p.m. only unless guaranteed.所有预订的房间保留至下午18：00，除非属保证预订等。11. Im sorry, were fully booked for (date), but.对不起，我们那天预订已满，但是12. We dont have any standard double, would you mind a standard twin?我们没有标准双人大床，单人床如何？13. Im sorry, we have no record of a reservation in your name, when was it made?对不起，我没有查到任何以你名义的预订，请问什么时候预订的？14. What was the date of reservation?您预订的日期是哪天的？15 . Is this a new reservation or a confirmation call?请问是预订还是确认？16. In whose name was the reservation made?请问以谁的名字预订的？17. Ill cancel it then, I hope we can help you at some other time then.我把它取消，希望有机会为您服务。18. The time difference between xx and xx is 16 hours.两地时差为16小时。19. How long would you like us to keep it?你打算让我们保存多久？20. We will deliver your baggage to your room soon.我们会把行李送到你的房间。二、接待 RECEPTION1. Have you got a reservation?有预订吗？2. May I reconfirm your departure date?我可以再确定一下你预订的离店日期吗？3. Youll have to register individually, please.请分别登记。4. What kind of rooms would you like?要什么样的房间？5. May I see your passport?请给看下你的护照。6. How many people have you got?你们有几位？7. The rate includes breakfast.房费包括早餐。8. We have double room with double bed or with twin beds, executive or standard?我们有双人房有大床或小床要商务层还是普通层？9. We dont have standard double, would you mind an executive double?我们普通双人房没有了，商务双人房怎么样？10. Have you got any identification?你有什么可以证明你身份的吗？11. Here is your key, the bellman will show you up.这是你的钥匙，行李员会带你上去。12. Please pay at the cashiers.请在收银处结账。13. Well hold your card during your stay, you could also pay cash if you like when settle the final account.你可先把信用卡放在我们这，离店时也可付现金。14. Our checkout time is 12:00noon.退房时间为中午12点。15. Kindly sign your name on this card.请在卡上签字。16. For a suite the price would be xx.00 RMB plus service charge.套房的价格为xx元加上服务费。17. Service charge is not included in the room rate.房价不包括服务费。18. Im afraid we have no rooms available today. 恐怕今天客房全满。三、问讯 INFORMATION1. Mr. Wang , whats the problem?王先生，您为什么要换房？2. Well make the change for you.我们可以换房。3. Im afraid your room is not ready yet, would you mind waiting for a while? We are very sorry for the inconvenience.恐怕你房间还没收拾好，希望你不会介意在这里等一下，给你带来不便真对不起。4. How much longer would you like to stay?您想延迟多长时间？5. According to our policy, a half days rents is charged against a room not vacated by 12:00 noon. 根据规定，房间在12:00前未退房的话，要加收半天房费。6. Whats the name, please?请问以什么名字（预订）的？7. When did he arrive here?他什么时候到的？8. Theres a call for you.你的电话。9. Whos calling? 请问你是哪位？10. Who would you like to talk to?您想找谁？11. Im afraid he isnt staying in our hotel.对不起，他不住本店。12. How many? And how would you like them？要几张？要什么样面值的？四、对话 DIALOGUE对话一： G：Hello, is that Reception?R: Yes, it is.G: This is Miss Bryant in room 1402.I checked in about ten minutes ago.R: Ah yes, Miss Bryant, How can I help you?G: You can help me by getting my bathroom put right. Its in an absolutely terrible condition. When I tried the shower, no water came out at all.R: Oh dear. I am sorry to hear that. Ill have it fixed immediately.G: And thats not all. There no soap. Towel or toilet paper.R: I apologize for this. Miss Bryant. Were rather short-staffed at present. Housekeeping should have checked your room. Well attend to it as soon as possible. Theres been a misunderstanding.G: Thats all right. The most important thing is to fix it as soon as possible.对话二：R：Good morning. Mrs. DuPont. Is everything all right?G: No. its not. Someones stolen some of my valuables-two rings and a gold watch.R: Im very sorry to hear that. Madam. Where were they?G: In my room. And the door was locked. It can only be one of your staff. I want my things back. And fast.R: Well. I can certainly understand that youre upset about losing them and well do all we can help. If they really are missing. its a matter for the police.G: What do you mean , if they are missing? I told you they were.R: Yes, madam, but first Ill have one of the Housekeeping staff look though your room in case theyre still there. But I must say that we cant be held responsible. You should have deposited the valuables with Reception. It says so on the Key Card.G: Thats not good enough. I want to see the manager, immediately.R: Ill be glad to call the duty manager for you. Madam,. but hell certainly say the same. We have very clear instructions about valuables and we must follow them.对话三：G: Id like to leave the bag with youR: Is there anything valuable or breakable in your bag?G: Yes, I have a camera in my bag.R: Oh, I see. Please fill out this form. Here is your tag #78.对话四：G: Excuse me, can I deposit valuables here?R: Of course, you can. Please put your articles in this bag and seat it.G: Ok.R: How long would you like us to keep it?G: Till Friday when I check out. 五、常用词汇 THE USUFULL WORDS & EXEPRESSIONS1、房态 STATUS OF ROOMS待售房 vacant room/未清扫房 unmade room/住客房 occupied room/待修房 out of order/行李房luggage room/已结账房 check-out room/正在清洁房 cleaning room2、价格 RATES房价room rate/全价full price/标准房价 standard rate/按日计算价格 daily rate/折扣 discount/日价 day rate/半价 half-day rate六、短文 THE SHORT ARTICLEThe Front DeskA receptionist, belongs to the front office department, works side by side with the reservationists at the front desk by the front hall. In small hotels a receptionist also serves as the bookkeeper, the informationist and the advanced reservationist. In bigger hotels they take over the work of the advance reservation department between 5:30 and 9:30 p.m.A receptionists job is to welcome and register the guest when a guest with a hotel reservation arrives at the front desk. The receptionist greets the guest and then gives out a registration from to the guest to fill out.Another part of his job is to deal with group check-ins and large numbers of conference guests. When large tour groups and conference guests check in, it is always advisable for the receptionist to require the tour leader or the conference coordinator to handle the registration forms and hand it over to the front desk himself.前 台接待员属于前厅工作人员，他跟预订员员在前大厅的前台工作。在小型饭店里，接待员还担任记账员、问讯员和预订员。在大型饭店里，接待员在晚上5:30至9:30之间接管预订工作。接待员的职责是欢迎客人，帮助他们办理登记入住手续。当预订房间的客人来到前台时，接待员首先向客人问好，然后把入店登记表递给客人填写。接待员的另一项职责就是办理团队和大型会议客人的入住。当大型团队和会议客人办理入住手续时，接待员应要求团队领队或会议协调人亲自填写登记表，并交给前台。第二节 客房英语English for the Housekeeping一、句型范例 PATTERN DRILLS1. Id like to know about your laundry service hours.我想知道你们洗衣服务的时间。2. If your laundry is received before 10:00 a.m., we will deliver it to your room by 10:00 p.m. the same day.如果在早上十点以前接到您送洗的衣物，我们会在当天下午十点以前送回您房间。3. For laundry service, dial 6 and you will get housekeeping.若需要洗衣服务，请拨6和客房中心联系。4. We will deliver it to your room by tomorrow noon.我们会在明天中午以前送回您房里。5. If you are in a hurry, we have a two-hour quick service.如果您急着要，我们有两个小时的加快服务。6. There is an extra charge of 50% for quick service.加快服务需要额外付50%的费用。7. Id like this sweater washed by hand in cold water.这件毛衣要用冷水手洗。8. The laundry forms and bags are in the top right-hand drawer of the writing desk.洗衣单和洗衣袋在写字台的右边第一个抽屉里。9. Im afraid its too late for todays laundry.现在恐怕已过了今天的洗衣时间。10. Is this for pressing only (washing)?这件只要烫干/清洗吗？11. We have a special four-hour service.我们有四小时的特别服务。12. We will deliver it within 4 hours at a 50% extra charge.我们可在四小时内送回，但要增收50%的费用。13. Id like this garment dry-cleaned, please.这件衣服要干洗。14. Im sorry, but we dont have the special equipment necessary.很抱歉，我们没有所需的特别设备。15. We are very sorry for the inconvenience.我们十分抱歉给您带来不便。16. Do you have a mending service for clothes?你们有缝补衣服的服务吗？17. Could you come to Room 2312 now? Well wait for you there?请现在到2312房来好吗？我们会在那等您。18. Im a bit tied up at the moment.我现在有点事情。19. You may use 220 volt appliances in your room.您可以在房间使用220伏特的电器。20. If the appliance has a higher voltage, could you use it with a converter, please?若电器电压量较大，请配合变频器使用好吗？21. Im afraid guests are not allowed to use irons or electric heaters in their rooms.客人恐怕不准在房间里使用熨斗和电器。22. We will bring a baby bed immediately.我们马上送婴儿床过来。23. We wondered if you had finished using the hair dryer. Another guest would like to use it.我们想知道电吹风用好了吗？有其他客人要用。24. I have a terrible headache. Can you bring something for it?我头疼得厉害，可不可以拿点头痛药来？25. Please take two tablets three times a day after meals.请每天三餐后服用两片。26. Im afraid we dont stock medicine, sir. Could you buy some at the Drug Store outside, please?先生，我们恐怕未储备药品，请到外面的药房去买好吗？27. Could you bring me an English newspaper, please?请送份英文报纸给我？28. There is a clothes (shoe) brush in the closet (wardrobe).衣柜里有衣刷（鞋刷）。29. The television isnt working. We will bring a replacement immediately.电视坏了。我们马上更换一台。30. Ill take care of it personally.我会亲自处理这件事。二、对话 DIALOGUE对话一：O: Operator, may I help you?G: Please wake me up at 6:00a.m. tomorrow morning.O: Your room number, please.G: Room 1206对话二：C: Good morning. Housekeeping. May I help you?G: Yes. Id like to know about your laundry service hours.C: If your laundry is received before 10:00 a.m. , we will deliver it to your room by 10:00p.m. the same day. If we receive it before 3:00 p.m., well get it back to you by noon the next day, sir.G: What are your rates?C: That rate chart is contained in the stationery folder in your dresser drawer, sir.G: I see , well, would you please send someone to room 604 to pick up some laundry for me?C: Yes, sir. The room maid will be there in a few minutes, sir.G: Thank you.C: Youre welcome, sir.对话三：C: Housekeeping. May I come in?G: Yes, Id like to have this laundry done, please?C: Certainly, sir. Could you fill out the laundry form, please?G: Where is it?C: Its in the drawer of the writing desk.G: Fine, may I use you pen?C: Certainly, sir. Her you are.G: Thanks. Oh , and I dont want these shirts starched.C: No starch. I understand, sir.G: Yes, and Id like this sweater washed by hand in cold water. It might shrink otherwise.C: By hand in cold water. I understand.G: When will it be ready?C: We will deliver them tomorrow evening around 6:00p.m.G: Fine , thanks a lot.对话四：G: Id like this garment dry cleaned, please.C: Im afraid we cannot launder embroidered items, maam.G: Why not?C: We do not have the facilities and we cannot take responsibility for any damage.G: Well, O.K. But what about this coat?C: Im sorry but we do not have the special equipment necessary.G: Thats a nuisance!C: Im very sorry we couldnt help you, maam.G: Thats not your fault.对话五：C: Housekeeping. May I come in?G: Yes, what is it?C: Im sorry to disturb you, sir, but wed like to clean the room. May we do it now?G: Well, Im a bit tied up at the moment.C: What time would be convenient, sir?G: Lets see. Could you come again around 5:00p.m.?C: Thats OK.三、常用词汇 THE USUFULL WORDS & EXEPRESSIONScup 盖杯/tooth glass 漱口杯 /ashtray 烟灰缸/fruit basket果篮/electric water heater电水壶/tea caddy茶叶筒/memo pad便签夹/file folder文件夹/hanger木制衣架/clothes brush衣刷/remote controller遥控器/wall-painting壁画/rubbish bin 垃圾筒/bathroom scale体秤/telephone 电话机/face towel面巾/bath mat 地巾/bath towel浴巾 /shower curtain浴帘浴衣/quilt cover被套/quilt被芯/pillow case枕套/pillow枕芯 /bed sheet床单/cotton wadded mattress垫被/bed skirt床裙/service directory服务指南/desk lamp台灯 /hair drier电吹风/make-up box化妆盒/tea plate茶盘/MUR sign, DND sign“速扫勿扰”牌/cloth laundry bag 布洗衣袋 /cigarette burnt hole on carpet地毯烟洞/each cigarette brand on furniture 家具烟印 /each cigarette brand on curtain窗帘烟印四、短文 THE SHORT ARTICLELearn About the Hotel and Enjoy the ServiceThe housekeeping department is the backbone of a hotel. In a sense, it is possible to say that a clean and attractive guestroom is the product that the hotel sells.The actual work of cleaning and caring for the guestrooms is performed by chambermaids. Their duties include making beds, dusting furniture, sweeping or cleaning floors and carpets, washing bathrooms, replacing towels, and supplying the rooms with the items that are specified by management or custom. In some hotels, the chambermaids pick up and deliver clothing for the laundry and valet service. In other hotels, particularly in the luxury class, there is a nightly “turn-down service”, in which the bed covers are turned down to make the look more inviting. 了解饭店，享受服务客房部是饭店的脊梁。在某种意义上可以说，清洁宜人的客房就是饭店出售的产品。 客房清洁工作由客房女服务员承担。她们的工作包括铺床、抹家具、清除地上灰尘、打扫浴室、更换浴巾以及提供该店所规定的或习惯上应有尽有的一些物品。在有些饭店，服务员还为客人取送洗烫的衣物。在另一些饭店，尤其是高级饭店，还有“夜床服务”业务，也就是把床罩揭掉，把床铺好，给人一种温馨的感觉。第三节 餐饮英语English for the F&B Department一、句型范例 PATTERN DRILLS1. Welcome to our restaurant, sir. 先生，欢迎您来我们饭店吃饭。2. Could you follow me, please? 请跟我来好吗？3. Welcome, sir. Step right in, please.欢迎光临！先生，请进。4. Good morning, sir. Are you alone? 早晨好，先生。就您一位吗？5. How many of you, please? 请问几位？6. You may sit where you like. 您随便坐吧。7. Is anyone joining you, sir? 请问先生，还有人与您一起用餐吗？8. Take a seat, please. 请坐。9. May I take your order, madam? 请问您要吃点什么，夫人？10.Are you ready to order now? 您准备点菜吗？11.Could you repeat the order, please? 您能再说一遍点的菜吗？12.Just point it if you dont know the name. 您不知道菜名，就用手指一下。13.What kind of drink would you like? 您喜欢喝什么饮料？14.Which brand would you prefer? 您喜欢什么牌子的？15.Is there anything that you want? 您还点别的什么吗？16.Ill repeat your order, roast steak. 我重复一下您点的菜，牛排。17.Your dishes will come at once.您的菜马上就来。18.The buffet is over there, please help yourself? 自助餐在那边，请随便用餐。19.What happened to my order? Ive been kept waiting for over half an hour.我点的东西呢？我已经等了半个小时了。20.Is there anything wrong, madam? 出什么事了，夫人？21.Im the manager of the restaurant. Whats wrong with your order? 我是餐厅经理，请问您点的菜有什么问题吗？22.Im sorry, sir. Ill get your another one/change it right away. 对不起，先生，我去给您重端一份来。/马上去换一份。23.Im sorry to have kept you waiting.很抱歉，让您久等了。24.Im sorry, sir. I must have misunderstood you. 对不起，先生，我刚才一定是弄错了。25.Im sorry, sir. Please accept our apologies. 对不起，先生，请接受我们的歉意。26.Thank you for telling us about it. Ill look into the matter righ