五星级酒店英语培训教材

学好英语 让服务更上一层楼 五星级酒店外语培训 We believe that English will bring you to a totally new world 我们相信英语将带您到一个全新的世界 课程安排 Part 1 酒店基本礼貌用语 Part 2 前台服务 Part 3 餐饮服务 Part 4 客房服务 Part 5 日常知识 经典语句 Part 1 酒店基础礼貌服务用语 1 礼貌地与客人打招呼及称呼客人 表示你 对他们的热情欢迎 早上好 小姐 先生 Good morning madam sir 下午好 小姐 先生 Good afternoon madam sir 晚上好 小姐 先生 Good evening madam sir 客人喜欢听你称呼他的姓氏 因此尽可 能常用 如 王先生 陈小姐 李太太 等 很高兴再次见到您 欢迎再次光临 王先生 Nice to see meet you again Mr Wang 或与客人互相寒暄 您今天好吗 How are you today 返 回 Part 1 酒店基础礼貌服务用语 很好 谢谢您 I m very well I m fine too Thank you Useful Words and Expressions 1 Sir 先生 2 Madam 女士 夫人 3 Miss 小姐 4 Ms 女士 小姐 5 the lady with you 和您一起的女士 6 Good morning afternoon evening 7 Glad Nice to 8 How do you do How are you Part 1 酒店基础礼貌服务用语 2 What can I do for 主动向客 人提供帮助 我可以帮您吗 May I help you you 尽量为客人多做一点 还有什 么需要我帮您吗 Is there anything else I can do for you Useful Words and Expressions 1 May Can I 2 If you need my help just call me please Part 1 酒店基础礼貌服务用语 3 记住一些能讨人喜欢的言 词 谢谢 Thank you 别客气 You are welcome 对不起 I m sorry 没关系 That s all right 请 Please Useful Words and Expressions 1 welcome 2 That s all right Part 1 酒店基础礼貌服务用语 4 打扰客人之前 要提示客人 打扰了 Excuse me 这个情形可能包括诸如 打断客人谈话 为客人上菜 时 进客房之前 请客人让路 你在服务时中途退场等 5 向客人呈递某物时 这是您的 Here is are your key newspaper boiled water breakfast lunch supper Here you are Part 1 酒店基础礼貌服务用语 6 要客人等待时 要先有交代 请稍等一会儿 Just a moment please Wait a minute please 我一会儿就来 I will be with you in a moment 再返回客人身边时 对久等的 客人说抱歉 对不起 让您久等了 Sorry to have kept you waiting Part 1 酒店基础礼貌服务用语 7 听不明白客人说话时 不要臆想 你可以 请再说一遍好吗 I am sorry I don t understand Coul d you show me I beg your pardon 8 当客人因行动笨拙而显露尴尬时 安慰客人说 请慢慢来 别着急 Please take your time there s no hurry 9 向客人作自我介绍 我叫 如果有什么需要我帮忙 请 告诉我 My name is Please let me know if there s anything I can do for you Can I help you Part 1 酒店基础礼貌服务用语 10 与客人友好地告别 让 客人对你和酒店留下深刻印象 再见 Goodbye 祝您今天过得愉快 Have a nice day 祝您在这居住愉快 Wish you happy here 对要离店客人报以祝愿 希望很快又见到您 Hope to see you again soon 祝一路顺风 Have a nice trip Part 1 酒店基础礼貌服务用语 11 在三响之内迅速接听电话 拿起电话时 早上好 下午好 晚上好 这 是 部门 部份 名称 我是 我可以帮您吗 Good morning Good afternoon Good evening This is Name of your department outlet speaking May I help you 挂电话前 多谢您的来电 Thank you for calling Part 1 酒店基础礼貌服务用语 12 礼貌地回应客人的请求或询问 当你能满足客人要求时 要马上采取行动 好的 小姐 先生 我马上拿给您 Certainly madam sir I will get it right away 是的 小姐 先生 我马上帮您处理 Yes madam sir I will take care of it at once 当你对客人的询问不肯定时 对不起 我不太确定 如果您能等一会 我 马上去查找 Sorry I am not sure If you wait a minute I ll try to find out 当你不能满足客人要求时 我恐怕这违反酒店的规定 I m afraid it is against hotel regulation 对不起 我们不允许这样做 I m sorry we are not allowed to do this Part 1 酒店基础礼貌服务用语 对不起 恐怕我们没有 客人要的东西 I m sorry I m afraid we don t have things guests want 这时向客人作其它介绍或建 议是非常重要的 我可以建议 你联系地下 层的银行 吗 May I suggest you contact th e bank in the basement Part 1 酒店基础礼貌服务用语 13 当你请求客人做某事时 您可以 在这里签名 吗 Could you sign here 您介意 稍后再来电话 吗 Would you mind calling back later 我可以知道 您的姓名 吗 May I have your name 14 为客人指示方向 请跟我来 Follow me please 请一直往前走 Please go straight ahead 请向右转 左转 Please turn right left 它在 楼上 It is on the floor Part 1 酒店基础礼貌服务用语 15 处理投诉 错误时 谢谢您告诉我们 小姐 先生 我会向经理报告这件事 请接受我们的道歉 Thank you for telling us madam sir I ll inform my manager about it Please accept our apology 我非常抱歉 小姐 先生 是我们出差错了 我马上改正 过来 我马上去查这件事 I m terribly sorry madam sir There could have been some mistakes I ll have it corrected at once I ll look into the matter at once Part 1 酒店基础礼貌服务用语 欢迎和问候语 Welcoming Greeting 1 Good morning afternoon evening sir madam 早上 下午 晚上 好 先生 夫人 2 How do you do 您好 初次见面 How do you do 您好 Glad to meet you 很高兴见到您 3 We re glad to see you again 很高兴见到你 4 Welcome to our hotel restaurant 欢迎您到我们宾馆 餐厅 来 Part 1 酒店基础礼貌服务用语 欢迎和问候语 Welcoming Greeting 5 Wish you a most pleasant stay in our hotel 愿您在我们酒店过得愉快 6 I hope you will enjoy your stay with us 希望您在我们宾馆过得愉快 客人刚入店时 I hope you are enjoying your stay with us 希望您在我们宾馆过得愉快 客人在饭店逗留期间 I hope you have enjoyed your stay with us 希望您在我们宾馆过得愉快 客人离店时 7 Have a good time 祝您过得愉快 Part 1 酒店基础礼貌服务用语 电话用语 8 Fudu Hotel Front Desk Can I help you 富都大酒店 前厅 您找谁 9 Sorry I ve dialed the wrong number 对不起 我拨错号了 10 May I speak to your General Manager 能和你们总经理说话 吗 Speaking 我就是 11 Sorry He is not in at the moment 对不起 他现在不在 Would you like to leave a message 您要留口信吗 12 Pardon 对不起 请再说一遍好吗 I beg your pardon 对不起 请再说一遍好吗 Part 1 酒店基础礼貌服务用语 祝贺语 Expressing good wishes 13 Congratulations 祝贺您 14 Happy birthday 生日快乐 15 Happy New Year 新年快乐 16 Merry Christmas 圣诞快乐 17 Have a nice holiday 节日快乐 18 Wish you every success 祝您成功 Part 1 酒店基础礼貌服务用语 致谢及对致谢的回答 Expressing thanks and answers to thanks 19 Thank you very much 谢谢您 非常感谢 20 Thank you for your advice information help 感谢您的忠告 信息 帮助 21 It s very kind of you 谢谢 您真客气 22 You are welcome 不用谢 23 Not at all Don t mention it 不用谢 24 It s my pleasure With pleasure My pleasure 很高兴为您 服务 Part 1 酒店基础礼貌服务用语 致歉语 Apologizing 27 Excuse me 不好意思 打扰一下 打扰客人时 28 I m sorry 很抱歉 29 I m awfully sorry 真是很抱歉 30 I m sorry It s my fault 对不起 那是我的过错 31 Sorry to have kept you waiting 对不起 让您久等了 32 Sorry to interrupt you 对不起 打扰您了 33 I m sorry about this 对此表示歉意 34 I apologize for this 我为此道歉 35 That s all right 没关系 36 It doesn t matter 没关系 37 It s nothing 这没什么 Part 1 酒店基础礼貌服务用语 征询语 Asking inquiring 38 Can May I help you Yes please 我能帮您什么吗 好的 39 What can I do for you 我能为您干点什么吗 40 Is there anything else I can do for you 有什么我能为您效劳的 41 Just a moment please 请稍等一下 42 May I have your signature here sir 请您在这里签名 43 May I take your order now 可以点菜了吗 44 Would you to have a cup of tea 您来一杯茶吗 Part 1 酒店基础礼貌服务用语 指路用语 Directing 45 Let me show you 我给您带路吧 我指给您看 46 Go straight ahead 直走 47 It will be on your right hand side You can t miss it 就在您的右手边 您会看到的 48 It s on the second third floor 在二 三 楼 49 Excuse me Where is the washroom restroom elevator 对不起 请问盥洗室 电梯 在哪儿 This way please 请这边走 50 Turn left right at the first exist 在第一个出口往左 右 转 51 Go down to the lobby 往下走到大堂 52 Please take the lift to the 3rd floor 请乘电梯到三楼 Part 1 酒店基础礼貌服务用语 提醒用语 Arousing attention 53 Mind Watch your step 请走好 54 Please be careful 请当心 55 Please don t leave anything behind 请别遗忘您的东西 56 Don t worry madam We ll see to it 夫人 请别担心 我们会跟进这件事情的 57 Please take it easy madam 夫人 请慢慢来 58 Please don t smoke here 请不要在这里抽烟 Part 1 酒店基础礼貌服务用语 告别语 Saying good bye 59 Goodbye and have a nice day 再见 祝您愉快 60 See you later 等会见 61 Good night 晚安 62 See you tomorrow 明天见 63 Goodbye and thank you for coming 再见 谢谢您的光临 64 Goodbye and hope to see you again 再见 希望再见到您 65 Have a nice trip 一路平安 66 Wish you a pleasant journey Good luck 祝您旅途愉快 返 回 Part 2 The Front Office 前台服务 Unit 1 Room Reservations 预订客房 Unit 2 Reception 迎宾接待 Unit 3 Check in 入住宾馆 Unit 4 To Deliver Luggage 提送行礼 Unit 5 Complaining of Service 投诉服务 Unit 6 Check out 结账离店 返 回 Part 2 The Front Office 前台服务 预订客房 Sentences 必背金句 For which dates When for 预订什么时间的 Which kind of room would you like 你想要什么要的房间 We have a twin at 580 yuan RMB and another at 380 yuan RMB Which would you prefer 我们有一间人民币580元和一间380元的双人间 您想订哪一间 I m sorry sir We are fully booked on that day 对不起 先生 我们那天的 房间已经订满 We don t have any vacancies for that day 那天我们没有空房了 Is it possible for you to change your reservation date 您可不可以订别的 时间的 May I have your name your phone number your passport number 我可 以知道您的名字 电话号码 护照号码吗 I d like to confirm your reservation 我要确认一下您的预订 Part 2 The Front Office 前台服务 预订客房 Dialogue A Room Reservations What can I do for you B Yes I d like to cancel a reservation for the travel schedule has been changed A That s OK Could you tell me in whose name the reservation made B James A And the date of the reservation B From June 10th for 3 days A Excuse me but is the reservation for yourself or for another party B It s for my brother A Well may I have your name and phone number please B Yes it s Hellen Green and my number is 229 4298 A Thank you madam I will cancel the reservation for June 10the for 3 days We look forward to another chance to serve you B Thank you all the same A It s my pleasure Part 2 The Front Office 前台服务 迎宾接待 Sentences 必背金句 Welcome to our hotel 欢迎来我们酒店 Follow me please 请跟我来 Hope your enjoy your stay 希望您住宿愉快 Good afternoon madam and sir Did you have a nice trip 太太 先生 下午好 旅途愉快吗 I hope you will enjoy your stay with us 希望您在我们酒店过得愉快 Part 2 The Front Office 前台服务 迎宾接待 Dialogue 1 A Good morning Welcome to Fudu Hotel 早上好 欢迎来富都饭店 B Good morning 早上好 A How many pieces of baggage do you have 您有多少件行李 B Just there four 就这四件 A This way please 这边请 Dialogue 2 A Good afternoon Welcome to Fudu Hotel 早上好 欢迎来富都饭店 B Thanks Good afternoon 下午好 谢谢 A I m the doorman sir Let me help you with your baggage 我是门童 先生 让我来帮您提行李 B It s so kind of you 你真是太好了 A The reception desk is straight ahead After you Please 接待处就在前 面 请您先走 Part 2 The Front Office 前台服务 入住宾馆 Sentences 必背金句 Have you made a reservation sir 先生 您预订了吗 Let me see if there s a room available 我查一下是否有空房 Will you please fill in the registration form 请您填一下这个登记表 可以吗 Here s the key to Room 908 and your room card Please keep them 这是908房间的钥匙和您的房卡 请您收好 May I reconfirm your departure date 我能再确认一下你们离店的日 期吗 Part 2 The Front Office 前台服务 入住宾馆 Dialogue 1 A Good afternoon Can I help you sir 下午好 先生 我能为您做些什么 B Good afternoon I d like to check in 下午好 我想要办理住宿登记 A Do you have a reservation 您是否预订了房间 B Yes I do My name is Betty Gables 是的 我的名字是贝蒂 盖伯斯 A Thank you Miss Gables Let me check the computer 谢谢您 盖伯斯 小姐 我来查一下电脑 B Sure 好的 A You re staying for three days correct 您要住3天 对吗 B That s right 没错 Part 2 The Front Office 前台服务 入住宾馆 Dialogue 2 A Good afternoon Welcome to the Shangri la Hotel May I help you 午安 欢迎光临香格里拉大酒店 能为您效劳吗 B Yes I d like to check in please 我要登记住宿 A Certainly sir May I have your name please 好的 请问大名 B Yes it s Robert Zimmerman 我叫劳勃特 西摩门 A Do you have a reservation with us sir 先生 您有没有预约 B Yes for tonight 有的 预约今晚 A Just a moment please I ll check our reservation record Thank you for waiting sir Your reservation is for a single room for three nights Could you fill out the registrations card please 请稍后 我查一下预约 记录 让您就等了 您预约了3个晚上的单人房 请填写这张登记卡好 吗 B Sure fill out card 好的 填写卡片 Part 2 The Front Office 前台服务 入住宾馆 A May I reconfirm your departure date 请再确认您要哪一天离开好吗 B Yes I should be leaving on the 5th 好的 我会在5号离开 A How would you like to make payment 您要如何付款 B By American Express Card 用美国运通信用卡 A May I take a print of the card please Thank you sir Your room is 543 on the 5th Floor Just a moment please A bell man will show you to your room I hope you will enjoy your stay 让我刷一下您的信用卡 好吗 谢谢您 先生 您的房间是五楼的543号 请稍后 服务员会带您过去 希望您住得愉快 返 回 Part 2 The Front Office 前台服务 提送行李 必背金句 Sentences How many pieces of baggage do you have 您有几见行李 Watch your step please 请小心走 May I put your bags here 我可以把行李放在这儿吗 Is this your baggage 这是您的行李吗 Is this all you have 这是您所有的东西吗 I ll get the baggage up to your room 我会把行李送到您的房间去的 Part 2 The Front Office 前台服务 投诉服务 dialogue 1 A Excuse me 对不起 B Yes Mr Hendrickson Can I help you 您好 亨德里克森先生 要我帮您 吗 A Yes I d like to complain This bill is wrong I ve been overcharged It says I sent two faxes from your business centre but I ve never even been know where it is 是的 我要 投诉 这个账单不对 多收我钱了 帐 单上说我在商务中心发了两份传真 可我根本就没去过那儿 我甚至不知 道它在什么地方 B I see Mr Hendrickson So you ve been charged for faxes you didn t send 明白了 亨德里克森先生 您是说您没有发过传真 我们却向您收 钱了 A Yes that s right I m on holiday here Why would I want to send faxes 是 的 没错 我是来这儿度假的 为什么要发传真呢 Part 2 The Front Office 前台服务 投诉服务 B Mm yes I understand Can you just wait one moment while I check with the business centre 嗯 好的 我知道了 请您稍等一会 我来问 问商务中心 好吗 A Ok 好的 B Could I have your passport please Mr Hendrickson 我看一下您的护 照 好吗 亨德利克森先生 A Yeah here you are 给你 B Thank you sir Hello Business Centre I ve been speaking to fade 谢谢您 先生 喂 商务中心吗 我刚才在 渐弱 A Well sir I m terribly sorry but it appears we ve made a mistake The business centre confused you with a M