酒店英语培训教材.doc

珍珠岛高尔夫会所酒店英语培训教材Dandong Pearl-Island HotelHotel English training material目 录第一章 酒店基础英语 1第二章 酒店前台英语 7 第三章 酒店礼宾英语 17第四章 酒店商务中心英语 23第五章 酒店总机英语 26第六章 酒店客房英语 28第七章 酒店餐饮英语 34第八章 酒店收银英语 42第一章 酒店基础英语l 礼貌用语 Courtesy EnglishGood morning/afternoon/evening, Sir/Madam. 早上好/下午好/晚上好。Nice to meet you. 很高兴见到你。Welcome to our hotel. 欢迎光临我们酒店。Have a good time. 祝您在酒店过的愉快。l 电话用语 Telephone sentencesWait a moment, please. 对不起，请稍等。Sorry, he is no in at the moment. 对不起，他暂时不在。I beg your pardon? 对不起（我没听清楚）。Could you speak a little slower, please？ 请您稍微讲慢一点。l 答谢用语 Thanks and answerThank you. 谢谢。Its very kind of you. 谢谢，您真客气。You are welcome. 不用谢。It is my pleasure. 非常乐意为您服务。I am at your service. 随时为您服务。 That is all right. 没关系。l 征询语 ConsultCan I help you? / How many I help you? 我能为您做些什么？What is your suggestion? 您有什么意见或建议吗？Excuse me; may I have your name? 对不起，请问您怎么称呼？l 指路 Asking and giving directionsThis way, please. 这边请。Go ahead, and turn to the left/right. 往前走，然后左/右转。It is on the second floor. 在二楼。It is next to 紧靠着It is opposite the 在的对面。I will take you there. 我带您去。Go upstairs to the third floor. 往楼上走到三楼。Where is the toilet? 卫生间在哪？You first, please. 您先请。l 提醒用语 recalling wordsWatch your step. 请走好。Be careful, please. 请小心。Do not worry. 别担心。Take it easy. 别紧张。Please do not smoke here. 请不要在这吸烟。Please do not leaving anything behind. 请别忘了您的东西。l 道歉 ApologyI am sorry. 对不起。Sorry to keep you waiting. 对不起，让您久等了。Wait a moment, I will ask somebody to handle it. 请稍等，我马上叫人来处理。l 告别 FarewellGoodbye. 再见。See you later. 一会见。Good night. 晚安。See you tomorrow. 明天见。Have a good/nice trip. 旅途愉快。Wish you have a pleasant journey. 祝您旅途愉快。Good luck. 祝你好运。Goodbye and thanks for coming. 再见，感谢您的光临。Goodbye and hope to see you again. 再见，欢迎下次再来。I am glad to be service to you. 很高兴能为您服务。l 酒店部门名称 Names of hotel sections总经理办公室 General managers office 餐饮部 Food and Beverage Department前厅部 Front office客房部 Housekeeping Department销售部 Sales and marketing Department人力资源部 Human resource Department培训部 Training Department康乐部 Recreation Department工程部 Engineering Department保安部 Security Department财务部 Financial Department采购部 Purchasing Departmentl 营业场所名称 Names of business place前台 Front Office 礼宾部 Concierge商务中心 Business Center 总机 Operator健身中心 Fitness center 游泳池 Swimming pool中餐厅 Chinese Restaurant 西餐厅 Western Restaurant韩餐厅 Korean Restaurant 大堂吧 Lobby Bar咖啡厅 Coffer Shop 收银 Cashier s美容美发 Beauty Salon 商店 Storel 职位 Position 总经理 General Manager 副总经理 Assistant general Manager大堂副理 Assistant Manager 经理 Manager主管 Supervisor 领班 Captain客房服务员 Attendant 接待员 Receptionist餐厅男服务员 Waiter 餐厅女服务员 Waitress调酒员 Bartender 接线员 Operator职员 Clerk 秘书 Secretary司机 Driver 行李员 Bellman收银员Cashierl 数字 Number基数 序数one two first secondthree four third fourthfive six fifth sixthseven eight seventh eighthnine ten ninth tenthl 星期 Week星期一 Monday 星期二 Tuesday星期三 Wednesday 星期四 Thursday星期五 Friday 星期六 Saturday星期日 Sundayl 月份 Month一月 January 二月 February 三月 March四月 April 五月 May 六月 June七月 July 八月 August 九月 September十月 October 十一月 November 十二月 Decemberl 季节 Seasons春季 Spring 夏季Summer 秋季 Autumn 冬季 Winterl 节日和庆祝日 Festival and Celebrations新年 New Year 元旦 New Years Day春节 Spring Festival 复活节 Easter感恩节 Thanksgiving day 国庆节 National Day圣诞节 Christmas 平安夜 Christmas Eve第二章 酒店前台英语基本句型l 预订服务1、Good morning. This is Room reservation. May I help you? 早上好，客房预订处，我能为您做什么？2、What kind of room would you like to reserve?您想订哪种类型的房间?3、A single room or a double room? 要单人间还是双人房间？4、For which dates do you want to book the rooms?您想订哪几天的房间呢？5、What time will you be arriving? 您将在何时到达？6、May I have your name, please? 您能告诉我您的名字吗？7、How long will you be staying? 您将要住多久？8、Id like to confirm your reservation.我要确认一下您的预订。9、Ill check the room availability.我查查客房预订情况。10、You should pay a deposit of US$1000 beforehand.您应预期付1000美元的定金。11、There is a 10 per cent discount.10%的折扣。l 接待服务1、What kind of room would you be prefer?您要什么样的房间？2、Do you have a reservation?您预订了吗？3、A single room or a double room?要单人间还是双人房间？4、A double room costs 368 Yuan per night. 双人房的房价是每晚368元。5、Breakfast is also included.早餐也包括在内。6、May I see your passport? 我能看一下您的护照吗？7、Could you fill in this form, please? 请您填一下这张登记表好吗？8、This is your room card and room key.这是您的房卡和房间钥匙。9、May I have your signature here, please?请您签一下名，好吗？10、If you leave after 6:00 p.m, youll have to pay the full account.晚上六点以后退房,按全天收费计算.11、Youll have to register individually, please.请你们分开登记。12、How would you like to pay, sir, in cash or by credit card?先生，请问您是用现金付款还是用信用卡付账？13、I feel terribly sorry. This is the busiest season and all kinds of rooms are fully booked.非常抱歉，这个季节人多，各种房间都订满了。14、Do you know which unit is responsible for the reception?您知道您是由哪个单位负责接待的吗？15、Could you keep your room key until you check out?请您在住宿期间自己保管钥匙，直到结帐离开。l 收银服务1、Here is your bill. Its 2000 Yuan in all.这是您的账单。总共2000元。2、How would you like to pay, sir, in cash or by credit card?先生，请问您是用现金付款还是用信用卡付账？3、Please check it and sign here.请核对一下，在这里签个字。4、I will write out a receipt for you.我给您开一张收据。5、May I check the details for you, please?我能为您核对账单上的详细内容吗？6、Do you have any charges for this morning?您今天是否挂帐用酒店的服务?7、Well have to charge you $10 extra.我们要向您额外收10美元。8、Did you make any phone calls from room, sir?先生，您从房间打过电话吗？9、Excuse me, sir, but I dont think that will be enough.先生，对不起，我认为钱数不够。10、I am sorry, sir, there has been an error in your bill. Please wait a minute while I correct it.对不起，先生，您的帐单算错了。请稍候，我马上把它改过来。11、Is your baggage down yet, sir? Could you check out after your baggage has been brought down, please?先生，您的行李拿下来了吗？能请您在行李拿下来后再结帐吗？12、Sorry, your credit card has been stopped paying. According to the regulations of bank, it must be cancelled.对不起,您的信用卡已经止付。根据银行规定要取消。情景对话l Check in-1 办理入住C: Good afternoon, sir. Welcome to our hotel. May I help you?G: Yes. I booked a room one week ago.C: May I have your name please, sir?G: John Smith.C: Just a moment, Mr. Smith. While I look through out list. Yes, we do have a reservation for you, Mr. Smith. A city view single room for 2 days. The room rate is 500 RMB per night include breakfast. Is that correct?G: Thats it.C: May I have your passport?G: Sure. Here you are. C: Thank you. (Fill the R/C) May I have your signature here?G: Sure.C: Thank you, Mr. Smith. And how would like to pay your deposit, by credit card or by cash?G: By credit card, here you are.C: Thank you. I would print 2500 RMB for deposit.G: OK.C: Could you press the pass word, please?G: Yes, Certainly.C: Thank you. And may I have your signature here? (The guest sign the receipt)Thank you. Now everything is in order. And here is your key. Mr. Smith. Your room is on the 11th floor. And the breakfast is on the second floor from 6:30amto 9 am. Please make sure that you have it with you all the time. You need to show it when you sign for your meals and drinks in the restaurants and the bars. G: Yes, Ill keep it with care, thank you.C: You are welcome, the elevator is behind you. I hope you enjoy yours stay with us.l Check in-2 办理入住C: Good afternoon, madam. Can I help you?G: Good afternoon, I want a room, please.C: Have you made a reservation?G: No, I havent. C: How long do you want to stay?G: Three days.C: What kind of rooms would you prefer, the king room or the twin room?G: Id like a king room which I can see the river in the room.C: I see, Madam. We have the river view king room, and the room rate is 500 RMB per night include a breakfast.G: It is good and I will get it.C: May I see your passport?G: Of course. Here you are.C: Thank you, Madam. May I have your signature here, please?G: Yes. Here it is.C: Thank you. And how would like to pay your deposit, by credit card or in cash?G: By credit card, here you are.C: Thank you. I would print 2500 RMB for deposit.G: OK.C: Could you press the pass word, please?G: Yes, Certainly.C: Thank you. And may I have your signature here? (The guest sign the receipt)Thank you. Now everything is in order. And here is your key. Mr. Smith. Your room is on the 8th floor. And the breakfast is on the second floor from 6:30amto 9 am. Please make sure that you have it with you all the time. You need to show it when you sign for your meals and drinks in the restaurants and the bars. G: Yes, Ill keep it with care, thank you.C: You are welcome, the elevator is behind you. I hope you enjoy yours stay with us.G: Thank you very much. Good night.l Check out -1 办理退房1.C: Good morning. Can I help you?G: Yes. I would like to check out. Could I have my bill. Please?C: Certainly, sir, May I know your name and your room number, please?G: Dennis black, Room 1108.C: All right. Is there any charge in the mini-bar? G: No.C: Thank you. Here is your bill, Mr. Black. The total is 1800 Yuan.G: The figure seems right.C: How would you like to pay, Mr. Black, in cash or by credit card?G: In cash. Here is the money. C: Thank you, Mr. Black. Just a moment, please, Ill write out a receipt for you. . Here you are.G: Thank you.C: You are welcome. Hope to see you again.l Check out -2 办理退房C: Good morning. Can I help you?G: Yes, Id like to check out now. C: Can I have your name and room number, please?G: John smith, room 1208.C: May I have your room key, please?G: Sure. Here you are.C: Just a moment, please.Mr. Smith. Here is your bill. Would you like to check it?G: Im sorry. Whats the 20 Yuan for?C: Thats for the drinks you ordered from your room.G: I see. C: How would you like to make payment, Mr. Smith?G: Id like to pay in cash.C: Thatll be 2180 Yuan.G: Here you are. C: Heres your change and receipt, Mr. Smith, Ill send a bellman up to get your luggage.G: Thank you.C: You are welcome, Good-bye. l Reservation-1 预定1.C: Good morning. This is room reservation. May I help you?G: Yes, Id like to book a room, please. C: Fine, for which date?G: For Oct. 1st. C: For how many nights?G: Two nights.C: A single room or a double room?G: A double room.C: Could you give me your name, please?G: Mr. John Cook. C: Mr. Cook, the rate of the room is 600 RMB per night include a breakfast. Would that be all right?G: OK, I will take it.C: May I have your telephone number, please?G:: What time do you expect to arrive, sir?G: At about 6.p.m.C: Fine, Mr. John Cook, a double room for Oct.1st and 2nd.G: That is right. Good-bye.C: Good-bye and we are looking forward to seeing you.l Reservation-2 预定C: Good morning. Room reservation, Can I help you?G: Id like to make a reservation.C: When for?G: For Sept.9th.C: For how long?G: About a week.C: Could you hold the line, please? Ill check.Thank you for waiting, sir. Im afraid our hotel is fully booked on those days.G: Thats all right.C: Were very sorry, sir. We hope you understand.第三章 酒店礼宾英语基本句型1、May I take your luggage for you?我来帮您拿行李，好吗？2、Just a moment, please. Ill bring a luggage cart.请稍等一下，我去推一辆行李车来。3、Dont worry, sir. Your luggage will be sent up at once.先生，别担心，您的行李很快就会送上去的。4、When you check out, please call number 32 and well help you with your luggage immediately.如果您要离店，请打电话32，我们会马上帮您运送行李的。5、How many pieces of luggage do you have?请问您有几件行李？6、Two suitcases and one bag. Is that right?两只箱子和一个包，对吗？7、Ill show you to the Front Desk. This way please.让我带您去总台，请走这边。8、Is there anything valuable or breakable in your bag?您包里有贵重或易碎物品吗？9、May I have your room key, please?请把您房间的钥匙给我好吗？10、Most taxi drivers do not speak English. It is helpful if you have your destination written in Chinese.大多数出租车司机都不会英语，把您要去的目的地用中文写下来，会给您不少帮助。11、When you return to the hotel, please show this hotel card to the taxi driver.当您要返回酒店时，请向出租车司机出示一下酒店名片。12、According to regulation, we dont accept food, combustible, valuable and breakable objects.根据规定，食品、易燃品、贵重物品和易碎品都不给予保管。13、Is this the correct number of bags?您的行李数目对吗？ 情景对话l Bellmans service 门童服务B: Good afternoon, sir. Welcome to our hotel.G: Thank you.B: How many pieces of luggage do you have?G: Just these three. B: Two suitcases and one bag. Is that right?G: Yes, thats all.B: Ill show you to the front desk. This way please, I will put your bags by the post over there. G: I see thanks.B: Another bellman will show you to your room when you have finished checking in.G: Ok, fine. B: Please enjoy your stay. l Introducing hotels services 介绍酒店服务B: Good afternoon, sir and madam. Im the bellman.Mr. Bellow & Mrs. bellow: Good afternoon.B: Very glad to have you here. Let me carry your baggage. This way, please.(They are going to the elevator entrance)B: Could you tell us something about your hotels services?B: Certainly, sir. We have different kinds of restaurant in the hotel. There are one Chinese restaurant, a Western style restaurant, and a Korean restaurant. If you want to relax, you can go to the sauna center and the swimming poor.M: How about other services?B: Also available are a beauty salon, and golf. (Now they are at the elevator entrance)Here we are. Please take this elevator to the 9th floor. The floor attendant will meet you there and show you to room 908. Ill take the baggage elevator and get your baggage up to your room.B: Thank you. See you then.l On the way to the room 去房间的路上B: Good evening, sir. Ill show you to your room. You have two suitcases and one bag. Is that correct?G: Yes, thats right.B: Is there anything valuable or breakable in your bag?G: Yes, there is a bottle of whiskey.B: Could you carry this bag, sir? Im afraid the contents might break.G: Sure, no problem.B: Thank you, sir. May I have your room key, please?G: Yes, here you are.B: Thank you, sir. Your room is on the 12th floor, please follow me, your elevator is this way. G: I see. B: Is this your first time to Dandong?G: Yes, it is. B: I hope youll have time to see Dandong. There is a lot to see. G: Im sure there is. B: This is the 12th floor. Your room is to the right. After you, sir. This way, please. l Checking baggage （leave luggage/luggage storage）寄存行李B: Good morning, Madam. Can I help you?G: Yes, Id like to check my baggage.B: How many pieces have you got?G: Ive got four pieces in all. B: When will you want them?G: In three days.B: Please keep the name tags.G: Thank you B: Not at all.l Luggage check out 退房行李处理B: This is the bell captains desk. May I help you?G: Im going to check out soon. Could you pick up my luggage, please?B: Certainly, sir. May I have your room number, please?G: Yes, its 1101. B: Room 1101. Very good, sir well send a bellman immediately. Could you wait in you room, please?G: Ok.B: Good morning, sir. Ive come for your bags. G: Thank you. Could you take these two suitcases, please? Ill bring the bag with me. B: Certainly, sir. Two suitcases?G: Yes. B: Is there anything valuable or breakable in them?G: No. B: This is your claim tag, sir. Well keep your luggage at the bell captains desk. Could you pick it up there? Please?G: Certainly. B: Thank you, sir.G: You are welcome. See you later. 第四章 酒店商务中心英语基本句型1、We charge each page * Yuan for typing and * Yuan for fax to U.S.A. plus 10% service charge.打印费每页*元, 发传真到美国每页*元, 外加10%服务费. 2、As soon as your fax comes in, well inform you at once. 您的传真一到, 我们马上会通知您.3、Could you please write your name and room number and sign the billing voucher? Well send your original copy to your room after we have faxed them. 请您写下您的姓名和房间号码并在账单上签字, 好吗?我们发出传真后会将您的原文送到您的房间去的. 情景对话l Copying Service 复印C: May I help you, sir?G: Yes, Id like to make some photo copies of these documents, please.C: Very good, sir. How many copies do you need?G: One each.C: All right. Just a moment, please, sir. . Here they are.G: Thank you. How much does it cost?C: Three Yuan for each, sir.G: OK. Here is the money.C: Thank you, sir. Heres the receipt. Good-bye.G: Good-bye.l Fax Service 传真服务C: Good morning, sir. Can I help you?G: Good morning. I want to send a fax.C: Where to, sir?G: To American.C: Can you give me your fax number, please, sir?G: Certainly. Its (612)371-8999C: Thank you. Would you please sit down and wait for a while?G: Good. Thank you very much.C: All done, sir. Here you are. How would you like to pay?G: Ill pay in cash. How much?C: Its 90 RMB Yuan altogether.G: OK. Can I have a receipt?C: Certainly, sir. Here you are.G: Thank you very much. Bye.C