英语培训内容.doc

CONTENT PAGESHOTEL COURTESY ENGLISH 2CLASS TOPIC-introduction yourself 3OPERATOR VOCABULARY 4OPERATOR ENGLISH 4CLASS TOPIC-our hotel 8RESERVATION ENGLSH 9RESERVATION ENGLISH 10CLASS TOPIC-my colleague 13RECEPTION VOCABULARY 14RECEPTION ENGLISH 15CLASS TOPIC-how to show the way 17CONCIERGE ENGLISH 18CONCIER GE ENGLISH 18BUSINESS CENTER 20Hotel Courtesy English Greeting1 Good morning/afternoon/evening , Sir/Madam早上好/下午好/晚上好/，先生/太太。2 How are you today , Sir/Madam?您今天过得好吗，先生/太太。3 Welcome to our hotel , Sir/Madam!欢迎来到我们酒店，先生/太太4 Nice to meet you again , Mr. , Miss 很高兴再次见到您！Offer help1 May I help you , Sir/Madam?有什么需要为您效劳的吗？2 Do you need help , Sir/Madam?您需要帮忙吗？3 Anything I can do for you , Sir/Madam?有什么需要为您做的呢？4 You are welcome!不客气。5 This is my pleasure.这是我的荣幸。Farewell1 Thank you very much.非常感激您的居住。2 We are looking forward to seeing you soon.我们希望再次见到您。3 Enjoy your holiday/trip/journey.祝您假期/旅途愉快！4 May I ask you any adverse about our hotel?您能提供点关于我们酒店的建议吗？5 We will value your comments. 我们会关注您的意见。CLASS TOPICIntroduce yourself 自我介绍You can from these aspects to introduce yourself . Please do not worry about grammar mistakes , pronunciation , speak it!您可以从下列方面来介绍自己，不必去担心语法错误，发音不准，大胆的说！Name 姓名Birthday生日Hometown家乡Department部门Hobby兴趣爱好Work experiences工作经历Expectation about this training pro gram对于此次培训的期望和要求ETCOperator总机房1 OPERATOR总机2 CONNECT接通3 TRANSFER转接4 MORNING CALL/WAKE UP CALLL叫醒服务5 REPEAT重复6 LONG DISTANCE CALLS长途电话7 LOCAL CALLS市内电话8 INTERNATIONAL CALL国际电话9 PERSON TO PERSON CALL叫人电话10 INTERFERENCE干扰11 DIAL拨，打12 TELEPHONE NUMBER电话号码13 HOLD THE LINE别挂断电话14 THE LINE IS BUSY电话占线15 WRONG NUMBER错误的号码16 CATCH Sbs VOICE听不清，听不到Operator English 总机房英语1 Good morning/afternoon/evening , Gold Harbour Hotel , Operator , speaking , May I help you?(早上好/下午好/晚上好，黄金港国际假日酒店，总机为您服务，有什么需要效劳的吗？2 Could you hold the line , please?（请别挂断电话，好吗？）3 We hope you will enjoy your stay here.（希望您住得愉快）4 Thank you very much for your adverse/information/help（多谢您的忠告/信息/帮助）5 I will do it immediately.（我马上去做）6 I am so regret about it.（对此，我感到很遗憾）7 Excuse me , I am so sorry to disturb you , this is operator speaking.（对不起，很抱歉打搅您，这里是总机）8 You are welcome/This is my pleasure/It is my duty.（别客气/这是我的荣幸/这是我的职责）9 May I help you? / What can I do for you? / Do you need help?（请问有什么可以为您效劳的？）10 I hope you do not mind.（希望您不会介意）11 In your opinion , how about our service?（在您看来，我们的服务如何？）12 I am so sorry , this is not allowed in our hotel/We are not permitted to do it.（很抱歉，在我们酒店，这是不被允许的）13 If you need help , please do not hesitate to contact us . We will try our best to do it for you .（如果您需要帮助，请随时与我们联系，我们会尽力为您服务的）14 I am sorry .I can not catch your voice ,could you speak a little louder?/Pardon! （很抱歉，我听不清，您能说大声点吗？/请大声点）15 May I repeat the message for you? /Could you allow me to repeat the message? （我能重复一下留言吗？/请允许我重复留言）16 I am sorry ,could you speak slowly?（很抱歉，您能说慢点吗？）17 May I have your contact number and your name please?（请给我您的联系电话和您的名字）18 I will ask him to contact you as soon as possible.（我会请他尽快与您联系的）19 I am afraid he/she already cut off the lime.（我想他已经挂线了）20 I am sorry , the line is busy.（很抱歉，电话战线）21 May I remind you there is still a handling charge?（提醒您，这还有一个手续费）22 I am sorry ,there is no one called in that room.（我很抱歉，这间房没有叫的人）23 What is the phone number you want to call , please?（您想要打的电话号码是多少呢？）24 I will switch on the message light in his room and put the note in his room , in that case , when he comes back , he will get it .（我会打开他房间的留言灯，并且将留言放在他的房间，这样一来，他一回来，就能收信息）25 I am sorry , in our hotel ; there is no collect call service. （很抱歉，在我们酒店，不提供对方付费服务）26 Is there anything I can do for you?（还有什么需要效劳的呢？）27 May I have your wake-up time , Sir/Madame?（您的叫醒时间是多少呢？）28 May I have your room number , Sir/Madame?（您的房间号是多少呢？）29 Your room number is ,your wake-up time is ,we will call you on time . Have a good rest!（您的房间号是，您的叫醒时间是，届时我们会准时叫您的，祝您睡个好觉！）30 This is your wake-up time , Sir/Madame .Have a nice day!（您的起床时间到了，先生/太太。祝您一天愉快！）31 I am afraid you dialed a wrong number.（我想您恐怕打错了）For exampleOperator :Good morning , Golden Palace Hotel , Operator , speaking , may I help you?Guest :I Would like to call my friend , he is in room .Operator :Yes , I will transfer to him , could you hold the line , please?Guest :Yes , that is all right.Operator : Excuse me , Sir :I am afraid there is nobody in the room ;your friend may be out of the hotel now .Would you like to leave a message to him?Guest :No , thanks , I will call back later.Operator :That is all right .Thank you for your calling , Sir .Good-bye and have a nice day!Guest :Bye!CLASS TOPICOur hotel 我们的酒店This time we will talk about our hotelThe Golden Palace Hotel ,Shilong .You may from these parts to describe our botel:这次我们将讨论金凯悦石龙大酒店，你们可以参考下列方面进行描述Hotel Name酒店名称Location位置Environment周遭环境Room numbers房间数量Room types 房间种类Hotel facilities酒店设施Entertainment娱乐项目Promotion促销活动ETCRESERVATION 订房部1 BOOKING预订2 RESERVATION订房3 GROUP团队4 TRAVEL AGENCY旅行社5 TOUR GUIDE导游6 COMPANY公司-7 CONTACT NUMBER联系电话8 ADDRESS地址9 CONTACT PERSON联系人10 DISCOUNT折扣11 PROMOTION促销12 CORPORATE RATE公司价13 VIP（Very Important Person）-贵宾14 ARRIVAL DATE到达日期15 DEPARTURE DATE离开日期16 ESTIMATED TIME估计时间17 METHOD OF PAYMENT付款方式18 GUARANTEE担保19 CONFIRMATION LETTER确认书20 CONFIRM确认21 CANCEL取消22 AMENDMENT修改23 CREDIT CARD信用卡24 CASH现金25 TRAVELL CHECK旅行支票26 ADVANCED DEPOSIT预付押金27 AVAILABLE有空的，有房的28 FULLYBOOKING无房，客满29 WAITING LIST候补名单Reservation English 订房部英语1 Good morning/afternoon/evening ,Golden Palace Hotel ,Reservation , speaking ,may I help you?（早上好/下午好/晚上好，金凯悦耳大酒店订房部，为您服务，有什么需要效劳的呢？）2 How many nights would you like to stay?（您想住多少天呢？）3 What kind of rooms do you prefer?（什么类型的房间您喜欢呢？）4 May I have your name ,and telephone number ,please?（我能知道您的姓名和联系电话吗？）5 Our price is（我们的房间价是）6 We can give % discount.（我们可以给您%的折扣）7 Do you have any special request for your room?（关于您的房间，您有什么特别的要求吗？）8 May I have your arrival date and departure date?（我可以知道您的到达和离开日期吗？）9 Just a moment ,Sir/Madam ,I will check our occupancy for you.（稍等，我检查一下我们的房间情况）10 Yes ,we still have rooms available on that date.（是的，我们在那天还有空房）11 What kinds lf methods lf payment do you prefer?（您会以何种形式付款呢？）12 Can I have your credit card number and expire date ,please?（您能告知您的信用卡卡号和有效期吗？）13 We will hold your room until , if you not come on that day/time ,we will cancel your reservation ,is it right for you?（我们会保留您的房间到,如果届时您还没有来，我们将取消您的预订，如何呢？）14 We are looking forward to seeing you soon.（我们盼望您的到来）15 Thank you for your reservation.（感谢您的预订）16 Good bye and have a nice day!（再见并祝您有好的一天）For exampleStaff : Good morning/afternoon/evening ,Golden Palace Hotel ,Reservation ,speaking ,may I help you ?Guest :I would like to make a reservation for myself ,my name is .Staff :Yes ,Sir ,may I have your arrival date ,please ?Guest :My arrival date is ,and I will departure on ,do you still have rooms available ?Staff :Could you hold the line ,please ,I will check it for you.Guest :OK Staff :Sorry to keep your waiting ,Sir. We still have rooms available ,but which types of rooms do you prefer ?Guest :How about your room rate ?Staff :Our room rates are Guest :OK ,I would like to take a deluxe river view room ,for I person.Staff :OK ,do you have any special request for your room ?Guest :I would like to have a non-smoking room.Staff :That is no problem ,may I repeat your reservation ,Sir? You book a deluxe river view room for yourself ,non-smoking room ,your arrival date is,and your departure date is,your room rate is,without breakfast .Is it all right?Guest :It is fine .Staff :How would you like to settle your payment?Guest :Visa Card.Staff :We welcome the Visa Card ,may I have your full name and contact number,Please?Guest :My full name is,and my telephone number is.Staff :Could you spell your name ,please?Guest :It is.Staff :It is nice ,we will hold your room until,if you not come until that time ,and we will cancel your reservation .Is it sounds nice for you ?Guest :It is OKStaff :Thank you for your calling .We are looking forward to seeing you soon. Have a nice day !Guest :You too ,bye !Staff :Good-bye !CLASS TOPICMy colleague 我的同事This time ,we may ask you to talk something about one of your colleagues .He or she can be one of your best friends .Here we provide some guidelines and you can from these parts to describe your colleague .此次，我们将要求大家讲述一下您的同事，这个人可以是您的好朋友。下面我们提供了一些提示，大家可以从下列方面进行描述。Name 名字Gender性别Age 年龄Hobby兴趣Characters特征Relationship between you and your colleague你与你同事的关系Your own opinions about your colleague 你自己对于此人的观点RECEPTION 前台接待1 REGISTRATION FORM登记表2 RESERVATION预订3 PASSPORT护照4 ID CARD身份证5 TYPES OF ROOMS房间类型6 PAYMENT OF DEPOSIT支付押金的方式7 FILL IN填写8 SCAN扫描9 KEY CARD房卡10 IMPRINT过卡（信用卡）11 RACK RATE门市价12 CONTRACT合同13 REPEAT CUSTOMERS熟客14 NEW CUSTOMERS新客人15 ARRIVAL LISTRT抵达名单16 SIGNATURE签名17 CITY LEDGER单位挂帐18 COMPLIMENTARY ROOM免费房19 UPGRADE升级20 BREAKFAST早餐21 FIT（FREE DEPENDENR TRAVELLER）散客22 WALK IN GUEST自入客人23 OCCUPANCY RATE住房率24 DUE OUT该离店却还未离的客人25 ESTIMATED DEPARTURE预计离店26 CHECK OUT结帐27 ROOM STATUS房态28 VACANT CLEAN已干净的空房29 VACANT DIRTY脏空房30 OUT OF ORDER坏房，待修房31 MEETING会议32 BANQUET宴会33 EMERGENCY CASE紧急事件34 STANDARD ROOMS标准房35 DELUX ROOMS豪华房36 RIVER VIEW河景37 GARDEN VIEW园景38 CONNECTING ROOMS相连房39 ADJOINING ROOMS相邻房40 PRESIDENTIAL SUITE总统套房41 MINISTER SUITE首相套房42 EXECUTIVE SUITE行政套房43 SMOKING FLOOR吸烟楼层44 NON-SMOKING FLOOR非吸烟楼层Reception English前台英语1 Good morning/afternoon/evening ,Golden Palace Hotel ,Reception , speaking ,may I help you?（早上好/下午好/晚上好，金凯悦大酒店，前台，为您服务，请问有什么需要帮忙的？）2 I would like to check in .（我想登记）3 Do you have reservation?（请问您有预订吗？）4 May I have your name ,please?（我能知道您的姓名吗？）5 May I have your passport/ID Card ,please?（我能看一下您的护照/身份证吗？）6 What types of rooms do you prefer?（什么类型的房间您喜欢呢？）7 I will check the reservation record for you.（我查一下订房记录）8 Our room rate is ,but we can give you % discount ,is it OK for you?（您的房价是，但是我们可以给您%的折扣，您觉得如何？）9 Excuse me ,Sir ,do you have any special request?（对不起，先生，对您的房间有什么特别的要求吗？）10 Sir ,Your room number is ,and your room rate is ,the bellboy will send you to your room.（先生，您的房间号是，您的房价是，行李员会把您的行李送到您的房间）11 May I have your signature ,please?（请您签名）12 This is your room key.（这是您的房间钥匙）13 This is your breakfast coupon ,Sir.（这是您的早餐券，先生）14 Enjoy your staying.（祝您住得愉快）15 Just a moment ,I will check if there still have rooms available.（稍等，我将检查是否还有空房）16 We have different types rooms available ,which types of rooms do you prefer?（我们有各种不同类型的空房，哪种您喜欢呢？）17 If you need help ,please contact us as soon as possible.（如果您需要帮忙，请尽快与我们联系）CLASS TOPICHow to show the way-如何指路One day ,a guest comes to you ,he/she asks you how to go to hotels restaurant, sauna center, guestrooms etc. now you are requested to describe the way, gives the correct introduction to guests. You may consult these parts:一天，有位客人来到您身边，向你询问如何到酒店的餐厅，桑拿房，客房等。现在我们要求你给予客人正确的指引，可参考下列信息：Receptionfrom lobby to Executive Lounge前台员工从酒店大堂到行政廊Conciergefrom hotel lobby to Sports Bar 礼宾部员工从酒店大堂到康体阁Business Centerfrom hotel to Shilong railway station商务中心从酒店到石龙火车站Operatorfrom lobby to beauty salon总机从大堂到美容美发中心Tips:If you cannot describe the correct way, how will you do? Just stand up