岗位英语培训—门童.doc

岗 位 英 语 培 训前厅部 Front Office礼宾部 Concierge：门童 Doorman 培训内容：第一讲：欢 迎 与 问 候第二讲：确 认 行 李 与 指 引 方 向第三讲：常 用 应 答 语第四讲：叫 车 服 务 与 出 行 咨 询第五讲：道 别 与 祝 愿第六讲：情 景 运 用第一讲：欢迎与问候PART I 第一部分I 关键词：称谓：Sir/ madamMr./ Mrs./ Miss/ Ms. Xxx问候语：Good morning/ afternoon/ eveningWelcome to Jin Jiang Towerhotel先生/ 夫人xxx 先生/ 太太/ 小姐/ 女士早上/ 下午/ 晚上好欢迎光临新锦江大酒店酒店；宾馆II 常用语句：v 问候客人Good _.morning, sir/ madamafternoon, Mr. _evening, Mrs. _morning, Miss _afternoon, Ms. _早上好，先生/ 夫人。下午好，（）先生。晚上好，（）太太。早上好，（）小姐。下午好，（）女士。v 欢迎客人Welcome to _. Jin Jiang Towerour hotel欢迎光临新锦江大酒店。欢迎光我们的酒店。 PART II 第二部分I 关键词：提供帮助：How may I Whatdohelp祝福：hopehereenjoygoodtimepleasantstay我能吗？什么做帮助希望（代）这儿喜欢好的；美好的时光；时间愉快的逗留v 提供帮助How may I help you?What can I do for you?我能帮助您吗？我能为您做点什么？ v 在客人入住酒店时，祝福客人I hope you will _.enjoy your stay with ushave a good time herelike the hotelhave a pleasant stay in our hotel希望您入住愉快希望您在这里过得愉快希望您能喜欢我们的酒店希望您入住愉快第二讲：确认行李与指引方向PART II 第一部分 I 关键词：Luggage/ baggageBagSuitcaseallpiecestake care of数字：1 one2 two3 three4 four5 five6 six7 seven8 eight9 nine10 ten行李包手提箱全部的件（复数形式）照看好/照顾好 11 eleven12 twelve13 thirteen14 fourteen15 fifteen20 twenty30 thirty40 forty41 forty-one42 forty-twoII 常用语句：v 确认行李How many _ do you have? pieces of luggage bags Is this all your luggage?_ suitcases and _ bag. Is that right? 1、2、3Ill take care of your luggage.您一共有几件行李？您一共有几个包？这些是您全部的行李吗？ （）个行李箱和（）个包，是吗？我会照看好您的行李的。PART II 第二部分I 关键词：go straightrightleftturn front desk/ reception deskelevator/ liftResting Arealobbyon the 2nd / 3rd / 4th floor( 21st /22nd /23rd 42nd ) toilet / restroomcorridorcornerrestaurant笔直走右左向转前台电梯休息区域 大堂在2/ 3/ 4 楼 (21/22/23楼42楼)厕所、洗手间走廊拐角餐厅II 常用语句：v 指引服务Go straight ahead, please.Turn left/ right, please.This way, please.After you, Sir. You first, Sir.The Font Desk is straight ahead.It is on the _ floor.请向前直走。请向左/ 右拐。这边请。您先请。您先请总台就在前面。它在（）楼。 第三讲：常用应答语PART II 第一部分 I 关键词：anything elsecomingadvicesuggestionYou are welcome / My pleasure任何其他事情（常用语问句）来、光临意见建议不用谢、别客气II 常用语句：v 提供帮助What can I do for you?Is there anything else I can do for you?我能为您做点什么？还有什么能为您效劳的吗？v 表达感谢Thank you for _.for your comingfor your advice/ suggestion谢谢您的光临。感谢您的意见 / 建议。 v 应答感谢You are welcome.It is my pleasure.I am always at your service.不用谢。很乐意为您效劳。很高兴能为您服务。PART II 第二部分I 关键词：waitingI beg your pardoninconvenienceinterruptsupervisormanagerA.M. = Assistant ManagerGRO.= guest relationship officer等待请再说一遍不便、麻烦打断主管经理大堂经理客户关系专员（主任）II 常用语句：v 表示歉意I am sorry _.about thatto have kept you waitingto interrupt youfor the inconvenience对此我十分抱歉。对不起让您久等了。对不起，打扰了。很抱歉给您带来了不便。 v 当你听不懂、不确定或无法提供帮助时May I beg your pardon, please？Excuse me, do you mean that ？Please wait a moment. I will get my supervisor（my manager / the A.M.）to help you.请您重复一遍，好吗？你的意思是？请稍等。我将请我的主管/ 经理/ 大堂经理前来帮助您。第四讲：叫车服务与出行咨询 PART II 第一部分 I 关键词：交通工具及常用景点：taxisubway station（Metro）Line XXPudong International Airport Hongqiao International Airport terminal xxShanghai Railway StationShanghai South Railway Stationthe Expo SitePeoples Square skwThe Bund Yu GardenJingan Temple路名及周边信息：South Shanxi Roadcinemashopping mall / Shopping centerdepartment storesupermarketconvenience storefruit storerestaurant出租车地铁站地铁xx号线浦东国际机场虹桥国际机场xx号航站楼上海火车站上海南站世博园区人民广场外滩豫园静安寺陕西南路电影院购物中心百货商店超市便利店水果店餐厅/饭店II 常用语句：v 征询Would you want a taxi?Would you like me to call a taxi for you?Where are you going to? / Where to?您需要出租车吗？需要我为您叫出租车吗？您打算去哪里？PART II 第二部分I 关键词：aboutminutescosttrunk trkget offremember toask forreceipt risi:t大约分钟（复数形式）花费 后备箱下车记得做某事请求、索要收据/ 发票v 关于目的地You can take Line _ to .It is about _ minutes by taxi to .It costs about _ RMB to go there by taxi.您可以乘坐地铁（）号线去。坐出租车到xx大约（）分钟。打的去那里大约需要（）元。v 行李搬运Are there _ pieces of luggage in all?Let me take your luggage to the trunk.您一共有_件行李，是吗？让我把您的行李放到后背箱吧。v 提醒When you get off, please remember to ask for receipt.下车时，请记得索要乘车发票。第五讲：道别与祝福I 关键词：good byestay with usnice triplook forward toserve再见入住本酒店旅途愉快期待为服务 II 常用语句：v 询问客人感受与致谢Did you enjoy your stay with us?Thank you for staying with us.您入住本酒店愉快吗？感谢您入住我们酒店。v 道别并祝福客人Good-bye, sir. And have a nice trip home.再见先生，祝您一路平安。v 欢迎客人再次光临We look forward to serving you again.我们期待再次为您服务。第六讲：情景运用回顾与练习：GreetingsDirectionResponse to “Thanks”Farewell Taxi service欢 迎指 引回应感谢告 别叫车服务场景一：客人抵店 DoormanD: Good evening, sirWelcome to our hotel门童D：晚上好，先生。欢迎光临！Mr. StevenS: Good eveningSteven先生S：晚上好。D: Excuse me, sir. So you have got altogether four pieces of luggage？D：对不起先生，您一共带了4件行李是吗？S: Yes. S: 是的。D: OkLeave it to me, sir. Ill take care of your luggage.D：好的，让我帮您拿吧，我会照看好行李的。S: Thank youS：谢谢。D: My pleasure, sir. The Reception Desk is straight aheadThis way, pleaseD：不客气先生。总台就在前面，这边请。场景二：客人离店Doorman D: Would you like me to call a taxi for you?D：您需要我为您叫一辆出租车吗？Mr. StevenS: Yes, thanks.S：是的，谢谢。D：Where to, Sir?D：到哪里呢，先生。S：Shanghai Pudong International Airport.S：到上海浦东国际机场。D：OK. Just a moment, please. D：好的，请稍等。D：Sorry to have kept you waiting, sir. Are there