酒店英语礼仪篇PPT课件

1,安徽皇冠大酒店酒店英语礼仪篇,.,2,课程,一、欢迎和问候二、祝贺语三、答谢和应答语四、道歉语五、征询与应答语,六、指路用语七、提醒用语八、告别用语九、基础英语,安徽皇冠大酒店,.,3,基础单词(Vocabulary),安徽皇冠大酒店,.,4,一、欢迎和问候WelcomeAndGreeting,（一）欢迎用语（welcome）1.Welcometoourhotel(restaurant,shop)。欢迎光临我们酒店（餐厅、商店）。2.Wishyouapleasantstayinourhotel.祝您入住愉快（客人刚入店时）。3.Ihopeyouwillenjoyyourstaywithus.希望您在我们酒店过的愉快。4.Haveagoodtime!祝您过得愉快！5.Haveagoodevening/weekend!祝您晚上过得愉快/祝您周末过得愉快！,安徽皇冠大酒店,.,5,问候（A）及回答（B）1、A：Goodmorning/afternoon/evening,sir/madam.早上/下午/晚上好，先生/夫人.B：Goodmorning/afternoon/evening,sir/madam.早上/下午/晚上好，先生/夫人.,（二）问候用语（Greeting）,安徽皇冠大酒店,.,6,（二）问候用语（Greeting）,2、A：Howdoyoudo?您好！B：Howdoyoudo?您好！,3、A：Gladtomeetyou.很高兴见到您！B：Gladtomeetyou,too.很高兴见到您！,安徽皇冠大酒店,.,7,（二）问候用语（Greeting）,4、A:Howareyou?您好吗？B:Fine,thanks.Andyou?好，谢谢，您呢？,5、A:Howrethingsgoing?最近好吗?B:Prettygood./Sameasusual./So-So.很好/老样子/马马虎虎。,安徽皇冠大酒店,.,8,二、祝贺语(Congratulation),Congratulations!祝贺您！Happybirthday!生日快乐！HappyNewYear!新年快乐！MerryChristmas!圣诞快乐！Haveaniceholiday!节日快乐！Wishyoueverysuccess!祝您成功！,.,9,三、致谢及回答(ThanksAndAnswer),（一）致谢(Thanks)1、Thankyou(verymuch).谢谢您（非常感谢）2、Thankyouforyouradvice(information,help).感谢您的建议（信息、帮助）3、Thankyouforstayinginourhotel.感谢您在我们酒店下榻。4、Thankyouforcoming.感谢光临。5、Thanksforyourhelp.谢谢您的帮助。,安徽皇冠大酒店,.,10,（二）回答(Answer)1、Youarewelcome.不用谢。2、Itsmypleasure.非常高兴为您服务。3、Dontmentionit.不用谢。4、With/Mypleasure.非常高兴为您服务。5、Iamatyourservice.乐意为您效劳。,安徽皇冠大酒店,.,11,四、道歉语（Apologies）,1.Imsorry.很抱歉。2.Excuseme.对不起。,Imsorry.Itsmyfault.很抱歉，那是我的过错。Imsorryforyourwaiting.对不起，让您久等了。5.Sorrytointerruptyou.抱歉打扰您了。6.Imsorryaboutthis.我为此感到抱歉。7.Iapologizeforthis.我为此抱歉。,安徽皇冠大酒店,.,12,主要语句,1.Imverysorry.Therecouldhavebeenamistake,andIdoapologizeforthat.很抱歉。出了错误，我应当道歉。2.Iassureyouitwonthappenagain.我保证此类事情不会在发生。3.Idoapologizeforinconvenienceonbehalfofourhotel.对您造成的不便，我谨代表酒店向您道歉。4.Imsorrytotellyouthatyourmedicinebottle(cosmeticbottle)wasbrokenbyaccident.Isincerelyapologizeforthat.非常抱歉，服务员在为您清理房间时，不小心打碎了你的药瓶（化妆品瓶子）。5.Imsorrytohearthat.Thatsunusual.Illlookintothematteratonce.很抱歉，这很不寻常，我立刻去调查一下。,.,13,主要语句,6.Imverysorry.IhopeyourenothurtPleaseforgiveme.对不起，你没事吧，请原谅我。7.IdeeplyapologizeMadam,wouldyoucaretosendthisdressfordry-cleaning?Nochargeofcourse.我们深感抱歉，小姐。请你把衣服拿去干洗，一切费用，由酒店负担。8.ImterriblysorryPleasedoacceptourapology.Welldoourbest.请接受我们的道歉，我们会尽快想办法。9.Imsorryforthat.Iwillasktherepairmantofixitnow.真是抱歉，我马上安排人去修理。,.,14,五、征询与应答语（AskAndAnswer）,1.Can(May)Ihelpyou?/WhatcanIdoforyou?我能为您做什么？Justamomentplease,Illbewithyourightaway/immediately.请稍等一下，我马上就来。3.Justamomentplease,Illbebackrightnow.请稍等一下，我马上就来。,安徽皇冠大酒店,.,15,六、指路用语（Directions）,（一）短语（Phrases）1.Goup/downstairs.上楼/下楼。2.Itsonthesecond(third)floor.在二（三）楼。3.Turnleft/right.往左/右转。4.Thisway,please.请这边走。5.Followmeplease.请跟我来。6.Afteryou./Youfirst.您先请。7.Thiswaytotheelevator这条路通向电梯8.Gostraight,please.请直走。,安徽皇冠大酒店,.,16,（二）情景对话,A:Excuseme,MayIhelpyou?对不起，打扰一下，请问有什么可以帮助您的吗？B:Yes,Imlookingformyroom.我在寻找我的房间。A:MayIknowyourroomnumber,please?请您告诉我您的房间号，好吗？B:Yes,myroomnumberis358.好的，我的房间号是358.A:Followme.Please.Illshowyoutoyourroom.请跟着我，我带您去您的房间B:Thankyou.Itsverykindofyou.谢谢，您真好。A:Itsmypleasuretoserveyou.Pleaseenjoyyourstay.我很乐意为您效劳，祝您入住愉快。B:Yes.Iwill.我会的,.,17,（二）情景对话,A:Itsmypleasuretoserveyou.Pleaseenjoyyourstay.我很乐意为您效劳，祝您入住愉快。B:Yes.Iwill.我会的。A:Goingup,sir?上楼吗，先生？B：Yes.是的。A:MayIhelpyouwithyourluggage?我来帮您拿行李吧？B:Sure,Thatsverykindofyou.好的，谢谢！A：Youremostwelcome.不客气。,.,18,七、提醒用语,1.Mind(Watch)yourstep.请走好！2.Pleasebecareful.请当心。3.Dontworry(aboutit).别担心。4.Takeiteasy.放心好了。5.Pleasedontleaveanythingbehind.请别遗忘物品。6.Pleasedontsmokehere.请别在这儿吸烟。,安徽皇冠大酒店,.,19,八、告别用语,1.Good-byeandhopetoseeyouagain.再见，希望再见到您2.Goodbyeandhopetoseeyounexttime.再见，希望再见到您。3.Goodbyeandthankyouforcoming.再见，感谢您光临。Seeyoulater.等会儿见。,安徽皇冠大酒店,.,20,5.Seeyoutomorrow.明天见。6.Haveapleasantjourney.祝您旅途愉快。7.Haveaniceday.祝您今天愉快。8.Goodluck.祝您好运。9.Seeyou./Solong.再见。10.Longtimenosee.好久不见。11.Haveanicetrip.一路平安。,安徽皇冠大酒店,.,21,主要语句,1.Wishyouapleasantjourney!祝您旅途愉快！2.OnthehouseSir,.Iassureyouthateverythingwillberightnexttimeyoucome.这是免费的。我保证你下次光临时，一切都会妥妥当当。3.Imlookingforwardtoseeingyouagain.Goodluck！我期盼再次见到你，祝你好运！4.GoodBye,andhopetoseeyouagain.再见，希望再见到您,.,22,基础英语,.,23,酒店部门名称（Namesofhotelsections）,总经理办公室Generalmanagersoffice餐饮部FoodandBeverageDepartment前厅部Frontoffice客房部HousekeepingDepartment销售部SalesandmarketingDepartment人力资源部HumanresourceDepartment培训部TrainingDepartment康乐部RecreationDepartment工程部EngineeringDepartment保安部SecurityDepartment财务部FinancialDepartment采购部PurchasingDepartment,.,24,营业场所名称（Namesofbusinessplace）,前台FrontOffice礼宾部Concierge商务中心BusinessCenter总机Operator健身中心Fitnesscenter游泳池Swimmingpool中餐厅ChineseRestaurant西餐厅WesternRestaurant大堂吧LobbyBar收银Cashiers商店Store,.,25,职位（Position）,总经理GeneralManager副总经理AssistantgeneralManager大堂副理AssistantManager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Cashier,.,26,数字（Number）,基数序数onetwofirstsecondthreefourthirdfourthfivesixfifthsixt