五星级酒店英语培训教材

1、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酉店根本礼貌用语Part 2前台效劳Part 3餐饮效劳Part 4客房效劳Part 5日常知识经典语句酒店根底礼貌效劳用语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送:早上好，小姐冼生。Good morning, madam/sir.下午好，小姐冼生。Good after noon, madam/sir.晚上好，小姐冼生。Good eve ning, madam/sir.*客人喜欢听你称呼他的姓氏，因此尽可

2、 能常用，如：王先生，陈小姐，李太太 等 很快乐再次见到您欢送再次光临， 王先生。“ Ntoesee/ meet you agaWarMr或与客人互相应酬：您今天好吗？ Hare yoUo(day) 返叵酒店根底礼貌效劳用语很好，谢谢您？I very well, fine, too.Tha nk you.探 Useful Words and Expressions:1) Sir先生)2) Madam女 士、夫人)3) Mis小(姐)4) Ms女士、小姐)5) the lady witlfy您一起的女士)6) Good morning/ after noon/ eve ning!7) Glad

3、/ Niceto8) How do you do /How are you酒店根底礼貌效劳用语2、What can I do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：一还有什么需要我帮您吗？Is there any thi ng else I can do for you?Useful Words and Expressions:1) May /Can I2) If you n eed my help , just call me please.酒店根底礼貌效劳用语3、记住一些能讨人喜欢的言词：谢谢。Tha nk you.别客气。Youare

4、welcome.寸不起。I smrry.没关系。That ail right.请。Please.Useful Words and Expressions:1) welcome 2)That ail right.酒店根底礼貌效劳用语4、打搅客人之前，要提示客人:打搅了 Excmses-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，你在效劳时中途退场等。5向客人呈递某物时：一这是您的Here is / are your(key, n ewspaper, boiled water, breakfast, lunchsupper )Here you are.N酉店根底礼貌

5、效劳用语6要客人等待时，要先有交代请稍等一会儿。Just a mome nt, please. Wait a minu te, please.我一会儿就来。I will be with you in a mome nt.*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 wait ing .气酒店根底礼貌效劳用语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 sorrydd n Un dersta nd. Coul d you show meI beg your pard on.8、当客人因行动笨拙而显露为难时， 抚

6、慰客人说：请慢慢来，别着急。Please take yourthiere n6 hurry.9向客人作自我介绍：我叫。如果有什么需要我帮助，请告诉我。My n ame is. Please let me know if thereanyts ing I can do for you. Can I help you10、与客人友好地辞别，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。Hbpeto see you aga in soon. 祝一路

7、顺风。 Have a nice trip.11在三响之内迅速接听 ： 拿起 时：早上好/下午好/晚上好，这 是宜门/部份名称。我是,我可以帮您吗？Good morning/ Good after noon/Good eve ning, Th(Nisme of your departmerntiet).speak ing. May I help you挂 前：多谢您的来电。Tha nk you for calli ng.酒店根底礼貌效劳用语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，小姐冼生，我马上拿给您。Certai nly, madam/sir. I wigh

8、gteaw.是的，小姐 冼生，我马上帮您处理。Yes, madam/sir. I will taket ca onofe.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 ryhinu te, 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 afraid it is against hotel re对不起， 我们不允许这样做。I sorry, we are not allowed to do this.对不起，恐怕我们没有 (客人要的东西)。I m sorrymfraid

9、 wdon t have(things guesteit). *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 con tact th e bank in the baseme nt)13当你请求客人做某事时：您可以在这里签名吗？Could you sig n here您介意稍后再来 吗？ Wouldyou mind calli ngiatek我可以知道您的姓名吗？May I have your n ame14、为客人指示方向：请跟我来。Follow me pleas 请一直往前走。Please go straight ahe

10、ad.请向右转/左转。Please turn right / left.它在楼上。It is on tHfoor.酒店根底礼貌效劳用语15处理投诉，错误时：谢谢您告诉我们，小姐 冼生。我会向经理报告这件事， 请接受我们的抱歉。Thank you for telli ng us, madamfO srr,my man ager about it.Please accept our apolog y.-我非常抱歉，小姐/先生，是我们出过失了，我马上改正过来。/我马上去查这件事。I tmrribly sorry, madam / sir. There could have been some mis

11、takeIs.haVe it corrected at (bncsbl/ into the matter at once.酒店根底礼貌效劳用语欢送和问候语：(Welcoming & Greeting)1) Good mornin g(after noon,eve nin g),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 d 您好！Glad to meet yoU 艮快乐见到您。3) we gtad to see you again.很快乐见到你。4) Welcome to our hotel (restaura

12、 nt)欢送您到我们宾馆(餐厅)来。f酒店根底礼貌效劳用语欢送和问候语：(Welcoming & Greeting)5) Wish you a most pleasa nt 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 enjo yed your stay with us . 希望您在

13、我们宾馆过得愉快。客人离店时)7) Have a good time !祝您过得愉快！酒店根底礼貌效劳用语 用语：8) Fudu Hotel, FEOeSk. Can I help you富咅R大酒店，前厅。您找谁？9) Sorry : dieled the wrcnugmber.对不起，我拨错号了。10) May I speak to your Gen erallM和你们 e总经理说话 吗？Speak ing我就是。11) Sorry. He is not in at the moment 不起，他现在不在。 Would you like to leave a mes您要e留口 信吗？12)

14、 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？酒店根底礼貌效劳用语祝贺语(Express ing good wishes)13)Co ngratulatio 祝贺您!15) Happy New Y新年快乐!16) Merry Christma诞快乐!17) Have a nice holid节日快乐！18) Wish you every suc祝您成功!酒店根底礼貌效劳用语china 致谢及对致谢的答复(Expressing thanks and an swers to tha nks)19) Thank you (very much谢谢您(

15、非常感谢)。20) Thank you for your advice(i nforn感谢您!的忠告 (信息、帮助)。21) t very kind of yoi谢谢，您真客气。22) You are welcome不 用谢。23) Not at (Dlonmention it 不用谢。24) It myr pleasure / With pleasure ./ My很高as为您 效劳。Part 1j酒店根底礼貌效劳用语致歉语(Apologizing)27) Excuse m不好意思，打搅一下！(打搅客人时)28) smrry .很抱歉。29厂 awfully sojty是很抱歉！30厂smr

16、rylt myfault 对不起，那是我的过错。31) Sorry to have kept you v对不起.让您久等了。32) Sorry to in terrupt you .对不起，打搅您了。33) smrry about this.对此表示歉意。34) I apologize for this. 我为此抱歉。35That all right .没关系。36) d oesnmater.没关系。酒店根底礼貌效劳用语征询语(Ask ing & inq uiri ng):38) Can (May ) I help Yeu ,please .我能帮您什么吗？好的。39) What can I

17、do for我能为您干点什么吗？40) Is there any thi ng else I can有什么我能为您效劳的?41) Just a mome nt , pie请稍等一下。42) May I have your sig natu请I您在这里签名。43) May I take your or可 r以点菜 了吗？44) Would you to have a c您来一杯茶吗?.酒店根底礼貌效劳用语指路用语(Directing):45) Let me show我给您带路吧。/我指给您看47) It will be on your right han (CsidiSSoiU就在您的右手边。您

18、会看到的。48) t 6nsthe seco nd(third) floor.在二(三)楼49) Excuse me. Where is the？(reStraom , 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 firs在X第一个出口往左(右)转。51) Go dow n to the循下走到大堂。52) Please take the liftdfcthii请乘电梯到三楼。酒店根底礼貌效劳用语I提醒用语(Arousing attention):53) Min d(Watch) your

19、 step.请走好。54) Please be careful.请留神。55) Pleads n leave anything beh ind.请别遗忘您的东西.56) Donwor，madarWe see to it.夫人，请别担忧。我们会跟进这件事情的57) Please take it easy , madam. 夫人，请慢慢来。58) Please n smoke here.请不要在这里抽烟。酒店根底礼貌效劳用语告另 U语(Say ing good-bye):59) Goodbye. (and have a n 再见 ay祝您愉快!60) See you late等会见。61) Goo

20、d night.晚安。62) See you tom明roWE。63) Goodbye and tha nk you for comi ng 再 见，谢谢您的光临。64) Goodbye and hope to see you aga in 再 见，希望再见到您。65) Have a nice trip!一路平安！66) Wish you a pleasa nt jour ney! Good luc祝您 旅途愉快！Part 2 The Front Office前台效劳Un it Room Reserva预&订客房Un it Recepti迎宾接待Un it Check-i入住宾馆Un it C

21、omplai ning of seft诉c 效劳Unit Check-c结t账离店返叵Part 2 The Front前台效劳/预订客房Senten ces必背金句For which dates/ Wh预订什么时间的?Which kind of room would你想要什么要的房间？We have a twin at 580 yua n(RMB) and ano ther at 380 yua n (RMB), Which would you我fe有一间人民币580元和一间38阮的双人间， 您想订哪一间？I smrry, sir. We are fully booked 对不起，a先生。我们

22、那天的房间已经订满。Wedon have any vaca ncies for 那天 d0们没有空房了。Is it possible for you to cha nge your re 您可不on 以a订别的时间的？May I have your n ame/ your pho ne n umber/ youilp可fesport nu mber 以知道您的名字、 号码、护照号码吗？I like to confirm your rese我要确认一下您的预订。DialogueA: Room Reservations. What can I do for youB: YesI .ke tca n

23、cea reservati on , for the travel schedule has bee n cha nged.A:That 0 冷.Could you tell me in whose n ame the reservati on madeB: James.A: And the date of the reservati onB: From Juriefo03 days.A: Excuse me, but is the reservation for yourself or for another party B:It fosmy brother.A:Well, may I ha

24、ve your n ame and pho ne n umber , pleaseB: Yest, Helle n Gree n, and my number is 229-4298A: Thank you, maldwm.cancel the reservation for June 10the for 3 days. We look forward to ano ther cha nee to serve you.B: Tha nk you all the same.A:It my pleasure.必背金句Part 2 The Fro nt前台效劳/迎宾接待Welcome to our欢

25、0迎来我们酒店。Follow me pie请跟我来Hope your enjoy yo希望您住宿愉快！Good after noon, madam and sir. Did you 太aVea先生e trip下午好！旅途愉快吗?I hope you will enjoy your st希望您在我们酒店过得愉快!Part 2 The Front前台效劳/迎宾接待Dialogue 1A: Good morni ng. Welcome to F早dh好Ot欢送来富都饭店。B: Good mor早Ihg 好！A: How many pieces of baggage您有o多少0件e行李？B: Just

26、 there foi就 这四件。A: This way, plea这边请。二亠j _匕_二三 二 工 m 匚二l _厂二巴_4士_*-：二 忙.=上二 匚上二 工1亠二J. ? _ z_ 学L三亠叵丄左 一WI !_-王兰7 -_1 5_ak_ J F _ _ _Jz * _=. s 7= _ 兰-_Z =_.壬 M T _卓 *_- r-r?-DialogueA: Good afternoo n. Welcome to早d上好lot欢送来富都饭店。 B: Thanks. Good aft下午好i,谢谢！A:I the doorman, sir. Let me help you with 我是

27、是门童gage. 先生，让我来帮您提行李。B:It so ski nd of y你真是太好了。A: The recepti on desk is straight ahead. Aft接待o处就在前e. 面，请您先走。Sen te ncesPart 2 The Front f 效劳/入住宾馆必背金句Have you made a reservat先生，i 您预订了吗？Let me sethifre arosm avaiia我查一下是否有空房。Will you please fill in the regis请您填f一下这个登记表可以吗？Here the key to Room 908 and

28、your room card. Please keepthem这是908房间的钥匙和您的房卡。请您收好。May I reconfirm your depal我能再a确认一下你们离店的日期吗?Part 2 The Front前台效劳/入住宾馆Dialogue 1A: Good afternoo n. Can I hel下午好，先生。我能为您做些什么?B: Good afternIocfie to chec下午好，我想要办理住宿登记。A: Do you have a rese您是否预 订了房间？B: Y es, I do . My name is Betty的ab我的名字是贝蒂 盖伯斯。 A Th

29、a nk you, Miss Gables. Let msoahpick谢谢您，盖伯斯 小姐，我来查一下电脑。B: Sur好的。A: You stayi ng for three days您要住C3 天，对吗？B:That righ 没错。Part 2 The Front前台效劳/入住宾馆Dialogue 2A: Goodfter noon. WelcomeSbahgri-la Hotel. May I help you 午安，欢送光临香格里拉大酒店。能为您效劳吗？B: Y eSike to check-i n, p我要登 记住宿。A Certa inly, sir. May I have y

30、our n 0好的，请问大名?B: YeSt, RoSert Zimme我酣劳勃特 西摩门。A Do you have a reservati on 先生us您有没有预约? B Y es, for ton有的，预约今晚。ThankA: Just a mome nt, pieaheck our reservaCondfor wait ing, sir. Your reservati on is for a si ngle room for three n ights. Could you fill out the registrati ons 请aTd 后,as 查一下预约记录。让您就等了，您预

31、约了 3个晚上的单人房。请填写这张登记卡好 吗？B: Sure. fill out好的。填写卡片Part 2 The Front前台效劳/入住宾馆亠天离开好吗?A: May I reco nfirm your depd青再e确认您要哪B: Yes, I should be leaving On的h,我会在 5号离开。A: How would you like to mak您要如m何付款?B: By American ExpreSS美国运通信用卡。A May I take a print of the card, please Thank you sir. Your room is #543 o

32、n thteF5oor. Just a mome nt, Aleasema n will show you to your room. I hope you will enjoy让我u刷stay. 您的信用卡，好吗54：号。请稍后，效劳员会带您过去，？谢谢您，先生。您的房间是五楼的 希望您住得愉快！Part 2 The Front前台效劳/提送行李必背金句How many pieces of baggage d您有0几见行李?Watch your step, pWa小心走。May I put your bag我可以把行李放在这儿吗?Is this your bag这是您的行李吗？I eit t

33、he baggage up to yc我会把行李送到您的房间去的。Is this all you这Vb您所有的东西吗？Part 2 The Fro nt前台效劳/投诉效劳dialogue 1A: Excuse对不起。B: Yes, Mr. He ndrickso n. Cad您好，亨0德里克森先生。要我帮您吗？ng overcharged. ItA: Y eSike to complai n. This bill IsWzvsays I sent two faxes from your busi nesnveee?Vertbeen know wher是的s!我要投诉，这个账单不对，多收我钱了。

34、帐 单上说我在商务中心发了两份 ，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. Hen drickyou/ See n charged for fajcfedryou tsen明白了，亨德里克森先生，您是说您没有发过 ，我们却向您收 钱了？A: Yesh at rhS. omholiday here. Why would I want 是 send faxes 的，没错。我是来这儿度假的，为什么要发 呢？Part 2 The Front前台效劳/投诉效劳B: Mm, yes, I un dersta nd. Can you just wait one mome nt while I check with the busi ness dpt好的，我知道了。请您稍等一会，我来问 问商务中心，好吗？A: O好 的B: Could I have your passport, please, M我看en 下您的护照，好吗，亨德利克森先生？A:Y eah, here yod给你。B: Thank you HBLbsjness Centre beaen speaking to(fade)谢谢您，先生喂，商务中心吗？我刚刚在(渐弱)A: Well, sif,tmribly sorry, but it apeeans