凯宾斯基酒店英语培训手册.doc

PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION . ATTITUDE . EMPOWERMENT . PROFESSIONALISMBasic English Basic EnglishTraining Workbook PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION . ATTITUDE . EMPOWERMENT . PROFESSIONALISMGreeting 问候- Good morning/ afternoon/ evening, sir/ madam! 早上好/下午好/晚上好，先生/夫人！- How are you today, sir? 您好吗，先生？- How do you do!您好吗？- How are you (doing)?最近好吗？- Nice to meet/see you!很高兴见到你！Welcome 欢迎- Welcome to Kempinski Hotel Dalian!欢迎光临大连凯宾斯基饭店。- Welcome to our restaurant.- 欢迎光临本餐厅。- Were glad to see you again.- 很高兴见到您。Asking/inquiring 询问/征询- May I have your name, please?- 可以告诉我您的名字吗？- Your initials, please?- 请告诉我您姓名的首字母。- May I have your signature here, sir?- 请您在这里签字。- Would you like to leave a message? - 您需要留口信么？- I beg your pardon? - 您能再说一遍么？- What do you think of our service?- 您觉得我们的服务怎么样？- May I know your name/room number?- 能告诉我您的名字/房号么？- May I know whom Im talking to?请问您是哪位？（打电话时用）- May I be of (your) service, madam?请让我为您服务，夫人。- May I recommend our xx to you, sir?先生，我向您推荐xx。- How about a xx?xx怎么样？- Would you like me to book you a xx?为您预订xx，可以吗？- Would you like to sit by the window?您喜欢坐窗边的位置吗？- Would you like to have a cup of tea?您来一杯茶吗？- Is there anything else I can do for you, madam?夫人，您还有什么需要吗？Expressing good wishes祝福- Have a pleasant stay with us, Sir.愿您和我们共度好时光。- Have a nice day/ a pleasant evening/ a good weekend!祝您今天/今晚/周末愉快！- Enjoy your stay/ day.祝您愉快！- Happy New Year/ Birthday!新年/生日快乐！- Merry Christmas!- 圣诞快乐！Answers to good wishes对祝愿的回答- You too, Mr. xx /Ms. /Mrs. /Miss.也祝您愉快！- The same to you, sir/ madam.也祝您愉快！Expressing thanks 致谢- Thank you very much.- 非常感谢。- Thank you for coming.- 谢谢您的光临。- Thank you for being so understanding.- 谢谢您的理解。（得到谅解时用）- Thats very kind of you. Thank you very much.- 您真是太好了！谢谢！Answers to thanks对致谢的回答- You are welcome.- 不用谢- With pleasure.- 别客气- My pleasure. - 乐意为您效劳！- Glad to be of service. Please feel free to contact us anytime.- 很高兴为您服务，请随时与我们联系。Apologizing致歉- Excuse me.不好意思，打扰一下！- Im awfully sorry.- 真是很抱歉！- I beg your pardon.请您原谅！- Excuse me for interrupting.抱歉，打扰一下。不得不打扰客人时）- Sorry to have bothered you.抱歉，打扰了！（打扰客人后）- Im very sorry. There could have been a mistake. I do apologize.对不起，可能出了什么差错，我真诚向您道歉。（有投诉时）- Im sorry. Im being called.不好意思，有人叫我/有个电话找我。（终止谈话时）- Im sorry. A guest is waiting for me.抱歉，有个客人正在等我过去。（终止谈话 时）- Im sorry to have kept you waiting, sir.抱歉让您久等了！- Im sorry. The restaurant is fully booked.很抱歉，餐厅已经订满了。Answers to apology对致歉的回答- Thats all right.- 没什么。- It doesntt matter.- 没关系。- Its nothing.- 这没什么。Directing 指示- Let me show you.我给您带路吧/我指给您看。- This way, please.- 请这边走。- It will be on your right hand side. You cant miss it.- 就在您的右手边。您会看到的- Go straight ahead.直走。- Go down to the lobby.- 往下走到大堂。- Please take the lift to the 3rd floor.- 请乘电梯到三楼。- Turn left/right at the first exit.- 在第一个出口向左/右走。Arousing attention 提示- Here you are.- 这是您要的XX。（递东西时用）- Here we are.- 就是这里了/我们到了。（到达目的地）- Here comes the taxi.- 出租车来了。 - Beware of the ceiling/ the wet floor, sir.- 先生，请小心天花板/湿地板。（到达目的地）Reassuring表示安慰- Dont worry, madam. Well see to it.夫人，请别担心。我们会跟进这件事情的。- Ill look into the matter.- 我会调查这件事情。- Ill be with you in a moment.- 我马上就来。- There is no hurry, sir. Take your time.- 不要着急，请慢慢来。- It wont be too long, sir.时间不会太长的，先生。- Please take it easy, madam.夫人，请慢慢来。- Well let you know as soon as there is any available.一有空位我们就会通知您的。- Ill report it to our manager.我会报告给经理的。Willing to serve表示乐意效劳- Ill be glad to help.乐意为您效劳！- Certainly, madam. Ill be happy to do it.当然，夫人，我非常乐意为您效劳！- Glad to be of service. Please feel free to contact us anytime.很荣幸为您服务。欢迎随时与我们联系。- My name is xx, if there is anything we can do for you, just let us know.我是xx,如果有什么需要，欢迎随时与我联系。Declining表示婉拒- Im afraid such information is confidential.抱歉，这是机密。- Thats very kind of you, but no, thank you.谢谢您的好意，但是，很抱歉我不能接受。- That wont be necessary, sir, but thank you all the same.不需要了，先生。不过还是谢谢您。- Im afraid we cannot do that.恐怕我们不能那样做。Positive answer肯定的答复- Certainly, sir, Ill bring it to you right away.当然，我马上给您拿过来，先生。- We do have xx available.我们有xx。Uncertain answer未肯定时的答复- Im sorry we cannot guarantee it, but well do our best.很抱歉，我们不能保证，但是我们会尽力而为的。- Im sorry, madam, Im afraid Im not sure, but Ill ask someone for you. 很抱歉，夫人，我不能确定，不过我可以找另外的人为您服务。- If you wait a moment, sir, Ill try to find (it) out.如果您愿意稍等一会儿，我会找给您的。Negative answer否定时的答复- Im sorry, there is no discount.很抱歉，没有折扣。- Im sorry, madam, Im afraid we dont have any available. 夫人，不好意思，我们没有合适的了。Expressing pity表示遗憾- Im sorry to hear that.听到这个消息我也很难过。- Its a great pity. 真遗憾！Expressing concern表示关怀- Are you all right, sir?.先生，您还好吧？- I hope you did not hurt yourself. 希望您没有伤到自己。- Would you like to see the doctor? 您要去看医生吗？- I hope you are better now.希望你已经好些了。Being modest表示谦让- After you, sir. / You first, sir. 请您先走，先生。Agreeing表示同意- Thats true.是的。- Absolutely, sir. 当然，先生。- Exactly, sir.- 确实如此，先生。Disagreeing表示不同意- Not really. Its good value for the price.这个的确货真价实。（在客人对商品价格提出质疑时。）- Sorry, Im afraid恐怕Understanding表示明白- Yes, I see, sir. / Well madam, I know.我明白了，先生/夫人。Not understanding 表示不明白- Could you speak more slowly?您可以说的慢一些吗？- Im sorry, I dont quite understand. Should I get the manager?不好意思，我不是很明白。我叫经理过来，可以吗？- Please pardon?请再说一次。Day/week 日/星期的表达- Yesterday 昨天 - Today 今天 - Tomorrow 明天- The day after tomorrow 后天- The day before yesterday 前天- Week 星期- Weekend 周末- What day is it today? 今天星期几？ Its- Sunday (Sun.) Monday(Mon.) - Tuesday (Tue.) Wednesday (Wed.)- Thursday(Thur.) Friday (Fri.) - Saturday (Sat.)星期日至星期六express times时间的表达- Whats the time now?现在几点了？- May I know the time now?我能知道现在的时间么？- Its - Useful words:hour 小时 minute 分钟 second 秒quarter 刻 half 半 oclock X点整 - Three ways to express time 三种表达时间的方法1.hour(时)+minute(分)2.minute (分)+ past+ hour(时)3.60-minute(分)+to+hour(时)+1Month 月的表达- Month 月- Whats the date today? 今天几号？- Its the first in May.今天是五月一日- January (Jan.) February (Feb.) March (Mar.) April (Apr.) May June (Jun.)July (Jul.) August (Aug.) September (Sep.) October (Oct.) November (Nov.) December (Dec.)1-12月：Years 年的表达- Year年- The beginning of a year年初- The end of a year年底- Last year去年- This year今年- Leap year闰年- Sixteen forty-three1643年Seasons季节的表达- Season季节- Spring春季- Early spring早春- Summer夏季- Midsummer盛夏- Autumn/fall秋季- Late autumn晚秋- winter冬季Weather 关于天气- Whats the weather like today? 今天天气如何？- Today is XXX.Cloud 云 cloudy 阴天Sun 太阳 sunny 晴天Rain 雨 rainy 下雨天Fog 雾 foggy 雾天Wind 风 windy 刮风天Taste 味道的表达- How is it taste?- Its Delicious 美味的Sweet 甜的Sour 酸的Salty 咸的Bitter 苦的Hot 辣的Terrible 糟糕的Colors色彩的表达- What color is it? Its在表达颜色的深浅时，直接在颜色前加dark（深）或light（浅）即可。如深蓝色为dark blue,浅红色为light red. - Red yellow green blue white black orangepink purple grey brown cream blue green crimsonNUMBER数字- Cardinal No.基数词：主要表示数量，13-19都以-teen结尾，20-90等十位整数都以-ty结尾。- Ordinal No.序数词：主要表示次第，如在表达楼层时，我们就用序数词。第4-19都由相应的基数词加-th构成。第20-90等十位整数的词是由相应的基数词去词尾-y，加-ieth构成。Saying good-bye (告别语)- Good-bye, and have a nice day.再见！祝您愉快！- We all look forward to serving you aga