五星级酒店英语培训教材

1、学好英语让服务更上一层楼五星级酒店外语培训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痴台服务Part曜饮服务Part皑房月艮务Part 5日常知识经典语句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：一早上好，小姐/先生。Good morning, madam/sir.一下午好，小姐出生。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：主先生，陈小姐，李太太等 一很高兴再次见到您（欢迎再次光临）， 王先生。“ Ntoesee

2、/ meet you agaWangd或与客人互相寒暄：您今天好吗？ ”Hare yoito(day)? ”返W很好，谢谢您？I ' very wdll, fine, too.Thank you.x Useful Words and Expressions:1) Sir今生)2) Madam女士、夫人)3) Mi曲姐)4) M或士、小姐)5) the lady witlfyoW起的女士)6) Good morning/ afternoon/ evening!7) Glad / Nice - to8) How do you do? /How are you ?Part 1酒店基础礼貌服务

3、用语2、What can I do fO动向客人提供帮助：我可以帮您吗？May I help you? you?卜尽量为客人多做一点：一还有什 么需要我帮您吗？Is there anything else I can do for you?Useful Words and Expressions:1) May /Ca in 12) If you need my help , just call me please.酒店基础礼貌服务用语卷卷3、记住一些能讨人喜欢的言 词：一谢谢。Thank you.一别客气。Youare welcome., 不起。I ' sorry.一没关系。That

4、a ll right.一请。Please.Useful Words and Expressions:1) welcome 2)That a ll right.Part 1酒店基础礼貌服务用语04、打扰客人之前，要提示客人：打扰了 Excmee-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。日向客人呈递某物时：这是您的Here is / are your(key, newspaper, boiled water, breakfast, lunchsupper )Here you are.Part 1酒店基础礼貌服务用语&要客人等待时，要

5、先有交代一请稍等一会儿。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：一对不起，让您久等了。Sorry to have kept you waiting .7、听不明白客人说话时，不要臆想， 你可以：一请再说一遍好吗？I am sorr况dn 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：一请慢慢来，别着务Please take you

6、rthiere nio hurry.a向客人作自我介绍：我叫 。如果看什么需要我帮忙，请 告诉我。My name is. Please let me know if there anything I can do for you.Can I help you?10、与客人友好地告别，让客人对你和酒店留下深刻印象一再见。Goodbye.一祝您今天过得愉快。Have a nice day.一祝您在这居住愉快。Wish you happy here.*对要离店客人报以祝愿：希望很快又见到您。Hopeto see you again soon.一祝一路顺风。Have a nice trip.Part

7、1酒店基础礼貌服务用语14 在三响之内迅速接听电话：拿起电话时：一早上好/下午好/晚上好，（这是）名称）。我是；我可以帮您吗？Good morning/ Good afternoon/Good evening, Th(Nisme of your departmenUet).speaking. May I help you?挂电击前：一多谢您的来电。Thank you for calling.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：一好的，小姐/先生，我马上拿给您。Certainly, madam/sir. I wighteaWay.是的）小姐 /先生，我马上帮您处

8、理。Yes, madam/sir. I will taket aa renoce.当你对客人的询问不肯定时：一对不起，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 arminute, 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 regulatW.我们不允许这样做。I ' sorry, we are not allowed to do this.Part 1酒店基础礼貌服务用语一对不起，恐怕我们没有 (客人要的东西)。I m

9、sorry, I afraid wdon ' t have (things guesant). ”*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 （callinglatek?我可以知道（您的姓名）吗？May I （have your name）?14、为客人指示方向：

10、一请跟我来。Follow me pleas靖一直往前走。Please go straight ahead.一请向右转 庞转。Please turn right / left.它在楼上。It is on thfoor.假a15处理投诉，错误时：一谢谢您告诉我们，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, madamfO sir,my managerabout 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 'terribly sorry,

11、 madam / sir. There could have been somemistakeIs:have it corrected at od Csol/ into thematter 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(T午、晚上)好，先生(夫人)2) How do you do!您好！制次见面)How do you do?好！Glad to meet yoG 艮高兴见到您。3)We gead to see you a

12、gain.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

13、）I hope you have enjoyed your stay with us .希望您在我们宾馆过得愉快。密人离店时）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, FEOnSk. Can I help you富都大酒店，前厅。您找谁？9) Sorry : dialed the wrongmber.对不起)我拨错号了。10) May I speak to your General Manager?经理说话 一Speaking.我就是。11) Sorry. He is not in at the moment 不

14、起)他现在不在。 Would you like to leave a message 留口信呜？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？花令酒店基础礼貌服务用语祝贺语(Expressing good w ishes)13)CongratulationS贺您!14) Happy birthday!日快乐!15) Happy New Year快乐!16) Merry Christria诞快乐!17) Have a nice holidOyB 快乐！18) Wish you every success® 功!Part 1

15、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(informBto您help)告 (信息、帮助)。21Jt very kind of you!谢,您真客气。22) You are welcom时用谢。23) Not at (Dbnrn ention it不用谢。24)It my pleasure / With pleasure ./ MyBpeas由您 服务致歉语(Apologizing)27)

16、Excuse me好意思，打扰一下！(打扰客人时)28J ' sorry .很抱歉。29J ' awfully soil谭很抱歉！30J ' sorryIt my fault.对不起,那是我的过错。31) Sorry to have kept you WOtng)让您久等了。32) Sorry to interrupt you .对不起)打扰您了。33) ' sorry about this.对此表示歉意。34) I apologize for this. 我为此道赖。35That a ll right .没关系。36) d oesmi atter.没关系。这没

17、什么37Jt nothing.征询语(Asking & inquiring):38) Can(May ) I help yous?,please .我能帮您什么吗？好的。39) What can I do for y就能为您干点什么吗?40) Is there anything else I can do foryoU烈您效劳的?41) Just a moment , pleOjiei 等一下42) May I have your signatureMref sr?签名。43) May I take your order WoW?了吗?44) Would you to have a c

18、Up 新演铢吗?指路用语(Directing):45) Let me shoWSSyoU您带路吧。/我指给您看。46) Go straight aheOd.47) It will be on your right hanatsidmiissoUi就在您的右手边。您会看到的。48Jt onsthe second(third) floor.在二(三)楼49) Excuse me. Where is the SwOrebtiooom , elevator)对不起，请问盥洗室(电梯)在哪儿?This way ,pleaseW这边走。50) Turn left/right at the firstSex

19、str 个出 口往左(右)转。51) Go down to the徒班库到大堂。52) Please take the lif1r(fctheS3 电梯到三楼。Part 1酒店基础礼貌服务用语酒店基础礼貌服务用语 ) >1/ j*© d F提醒用语(Arousing attention):53) Mind(Watch) your step.请走好。54) Please be careful.请当心。55) Pleadon leave anything behind. 请别遗忘您的东西.56)Don worry madarWe see to it.夫人，请别担心。我们会跟进这件事

20、情的。57) Please take it easy , madam.夫人，请慢慢来。58) Pleasen smoke here.请不要在这里抽烟。告另 U 语(Saying good-bye):59) Goodbye. (and have a niCeday祝您愉快!60) See you lat舞会见。61) Good night.晚安。62) See you tomorrow。63) Goodbye and thank you for coming 再 见，谢谢您的光临。65) Have a nice trip!64) Goodbye and hope to see you again

21、 再 见，希望再见到您。66) Wish you a pleasant journey! Good luc祝您 旅途愉快！Part 2 The Front 0在服务/预订客房Part 2 The Front Office前台服务Unit Room Reservatfen蛤房Unit Reception 宾接待Unit Check-i木住宾馆Unit To Deliver Luggl询亍礼Unit Complaining of SeOC服务Unit Check-cfiMK离店S Sentences必背金句For which dates?/ Whenfor?么时间的？Which kind of r

22、oom wouldyyoU Ike?么要的房间？We have a twin at 580 yuan(RMB) and another at 380 yuan (RMB),Which would you prefer?一间人民币58况和一间38况的双人间,您想订哪一间？I ' sorry, sir. We are fully booked on郝超 d瞭生。我们那天的房间已经订满。Wedon have any vacancies forthat: day.没有空房了。Is it possible for you to change your reservOtionT date?方勺时间

23、的？May I have your name/ your phone number/ your睾assport number?以知道您的名字、电话号码、护照号码吗？I 'like to confirm your reservation.下您的预订Part 2 The Front Ofc服务/预订客房|LHDialogueA: Room Reservations. What can I do for you?B: YesI .'like tcancea reservation , for the travel schedule has been changed.A:That O

24、K. Could you tell me in whose name the reservation made?B: James.A: And the date of the reservation?B: From Jurtefo03 days.A: Excuse me, but is the reservation for yourself or for another party?B:It for my brother.A:Well, may I have your name and phone number , please?B: Yes Hellen Green, and my num

25、ber is 229-4298A: Thank you, madwim .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 m y pleasure.Part 2 The Front 0在服务/迎宾接待ntences必背金句Welcome to ourhote来我们酒店。Follow me pleWe我来Hope your enjoy yo 希 Stay住宿愉快!Good afternoon

26、, madam and sir. Did you hive a nce trip?下午好！旅途愉快吗?I hope you will enjoy your stay with 每我们酒店过得愉快!Dialogue 1A: Good morning. Welcome to FUdU 'Hotel.迎来富都饭店。B: Good morMng好!A: How many pieces of baggage doSyoUhOve?亍李?B: Just there foitfe 这四件。A: This way, pleased 请。DialogueA: Good afternoon. Welcom

27、e to 闻也女Hotefc 迎来富都饭店。B: Thanks. Good afternoon, 谢谢！A:I ' the doorman, sir. Let me help you withoUrl'baggage.先生，让我来帮您提行李。B:It so skind of yo谟是太好了。A: The reception desk is straight ahead. AfteTSyoUSSP穆ase. 面，请您先走。Part 2 The Front Office务 /入住宾馆二.一-匚-Sentences必背金句Have you made a reservation主sir

28、您预订了吗?Let me sethifre a ' room avaiiab直一下是否有空房。Will you please fill in the registrationform?这个登记表 可以吗？Here the key to Room 908 and your room card. Please keepthe尼是90跨间的钥匙和您的房卡。请您收好。May I reconfirm your departure date以一下你们离店的日期吗?Dialogue 1A: Good afternoon. Can I helpyoU, sir?生。我能为您做些什么B: Good af

29、ternlocfike to check能好）我想要办理住宿登记。A: Do you have a rese 您ation?订了房间？B: Yes, I do . My name is Betty Gab拗t勺名字是贝蒂 盖伯斯A Thank you, Miss Gables. Let msochpcteth谢您）盖伯斯 小姐，我来查一下电脑。B: Sure?的。A: You ' seaying for three days,演翻债3天）对吗?B:That righ股错。Dialogue 2A: Goodfternoon. WelcomeSbOthgri-la Hotel. May I

30、 help you?午安，欢迎光临香格里拉大酒店。能为您效劳吗？B: YeS/like to check-in,唯蓊登记住宿。A Certainly, sir. May I have your name, pleiSe大名?B: YeSt, Robert ZimmerBOn劳勃特 西摩门。A Do you have a reservation wdthius,您r?没有预约?B Yes, for tonight.）预约今晚。A: Just a moment, pl echieck our reservecordfor waiting, sir. Your reservation is for

31、a single room for three nights.Could you fill out the registrations ccardl 届ea!e?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 ca的卜（填写卡片）A: May I reconfirm your depa调再确ate?要哪一天离开好吗?B: Yes, I should be leaving onBthe 胧会在 5号离开A: How would you like to makepayment?款?B: By American Express美园近

32、通信用卡A May I take a print of the card, please? Thank you sir. Your room is#543 on thteF5oor. Just a moment, Aleaseman will show you toyour room. I hope you will enjoyyoursay. 您的信用卡）好吗?谢谢您，先生。您的房间是五楼的54若。请稍后，服务员会带您过去,希望您住得愉快！退叵Part 2 The Front 0的服务/投诉服务Sentences必背金句How many pieces of baggage dOijyoUha

33、Ve?Watch your step, praise. 走。May I put your bagsihere?把行李放在这儿吗?Is this your baggOge您的行李吗?Is this all you hVe?您所有的东西吗?I ' get the baggage up to ycouriroom:李送到您的房间去的dialogue 1A: Excuse对e.起。A: YeS/like to complain. This bill is Wbeeng overcharged. ItB: Yes, Mr. Hendrickson. Can您help yoU?里克森先生。要我帮您

34、 吗？says I sent two faxes from your business raevereeVartbeen know where的s!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： Seen charged for faxesry6 u tsend?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: Yesh at right. ' on holiday here. Why would I want tolsend faxes?的

35、，没错。我是来这儿度假的，为什么要发传真呢？Part 2 The Front 0在服务/结账离店B: Mm, yes, I understand. Can you just wait one moment while I check with the business centre?的）我知道了。请您稍等一会）我来问 问商务中心，好吗？A: Ok子的。B: Could I have your passport, please, M我Hendrickson?照，好吗，亨德利克森先生？A:Yeah, here yoLre.B: Thank you HBusjness Cen trie ? been speaking to（fade）W谢您，先生喂，商务中心吗？ 我刚才在.（渐弱）A: Well, sir, terribly sorry, but it app eavade a mist