酒店英语培训1

1、酒店英语培训1课程内容Foreword 前言第一部分 Courtesy English 基本礼貌用语第二部分 Front Office Service 前厅服务第三部分 Housekeeping Service 客房服务2一、基本礼貌用语1.欢迎问候语5.答谢与应答3.告别欢送语4.祝愿语2.询问名字、房间号、电话号码等6.指路、引路7.致歉语及答语3一、欢迎问候语 Welcome and Greeting 1.Good morning (afternoon, evening),sir (madam).早上（下午，晚上）好，先生（夫人）。2.Welcome to our hotel.欢迎光临我

2、们酒店。3.Welcome to stay in our hotel.欢迎入住我们酒店。4.How do you do ！您好！-How do you do !5. Nice to see you！ - Nice to see you, too.很高兴见到您。4二、询问姓名、房间号、电话等 1. May I have your name? How to spell? （Helen） 请问您的名字是？怎样拼写呢？My name is Helen,H-E-L-E-N,Helen. 2.May I have your room number? （2513） 请问您的房间号码是多少？ Its 2513

3、. 3.May I have your telephone number? 您的电话号码是多少？ Its 4. May I have your passport ,please? -Here you are. 我可以看一下您的护照吗? 5三、告别欢送语 1.Goodbye！See you！再见Goodbye! See you! 2. Have a nice trip.旅途愉快。- Thankyou! 3.Thank you for coming. 谢谢您的光临。 4.We look forward to seeing you soon. 我们

4、期待着你的再次光临。 5.Thank you for staying in our hotel. 感谢您光 临我们酒店。6四、祝愿语：1.Have a nice day ！ (祝您愉快！)2.Have a pleasant journey. /Have a good trip. (祝您一路顺风/旅途愉快)3. Good night! 晚安！ 7五、答谢和应答语：1. Thank you for your help ！谢谢您的帮助！ 2. -Thank you !谢谢！ -You are welcome. 没关系！3. Its my pleasure. 很高兴为您服务。4. I am alway

5、s at your service.我随时为您服务。8六、指路、引路1.Excuse me. Where is the washroom ？请问洗手间在哪？2. Follow me ,please! 请跟我来！3. This way，please .请走这边。 4. Go along this street and turn right/left! 沿着这条路直走，然后往右/左拐。5.Please take the lift to the 3rd floor. 请乘电梯到三楼。9七、致歉语及答语I am sorry. 我很抱歉！Excuse me. 打扰一下！Sorry to have kep

6、t you waiting.让您久等了！Sorry to interrupt you.很抱歉打断您！Im sorry about this.对于这个事我很抱歉！Thats all right.没关系Lets forget it. 忘记吧！不提这些了！10二、前厅英语一、前台接待语二、酒店预订三、寄存行李四、叫醒服务五、结账11一、前台接待英语1. Do you have a reservation? 请问您有预订吗？2.Mr. Wang, Just a moment please. Ill check the computer. 王先生，请稍等， 我查一下电脑。3. Please fill i

7、n the registration form ? Thank you. 请您填写一下登好吗？谢谢.124. Would you like a single room or a double room? 您是要单人间还是双人间？5. When do you check in? - Now. Tomorrow 请问你什么时候入住？6.When do you check out ? -July 5th. 请问你什么时候退房？7. How long will you stay in the hotel? 你在酒店打算住多久？13二、酒店预定英语（当面预订、电话预订）1.Good morning, r

8、eservation, may I help you? 您好，预订部 ，需要什么帮吗？2.We have standard room, deluxe room, suite room and so on. Room rate is What kind of room do you like？(288RMB,358RMB,and518RMB.) 我们酒店有标准间，豪华间，和套房。房价分别是.，你想要什么样房间？14电话预订对话A:-JinQiu Hotel, Room reservations. May I help you? 金秋酒店预订部，请问有什么可以帮助您？B:-Id like to r

9、eserve a double room in your hotel.我想在你们酒店预订一个双人房间。A:-When do you check in? 请问你什么时候入住？B:-Tomorrow.明天。 15-May I have your name and telephone number? 请问您姓名和电话号码是？- My name is Tom and my telephone NO. is 3835258.我叫Tom,电话是。- OK！ A double room for tomorrow . Mr.Tom, telephone number is 3835258. Right？好的。

10、一个明天晚上的双人间。Tom 先生，电话号码是。- Thats right. Thank you! 没错，谢谢您！- Its a pleasure! Goodbye! 很高兴为您服务。再见！16亲自预订 Reservation in personC: Good moring! This is room reservation.Can I help you? 早上好！预订部，请问有什么可以帮助您？G: Yes, I d like to reserve a room. 我需要预订一个房间。C: Thankyou! For which date? 谢谢！是哪一天呢？G: From Janunary

11、5th. 从1月5日C: For how many nights? 几天？G Fout nights. 四天C: How many guests will there be in your party? 你们一行多少人？G: Just my wife and myself. So I prefer a twin room, plesae. 我和我的妻子，所以我需要一个双人间。17C: Hold the line, please. I will check our room availability for those days. Thankyou for your waiting. We ha

12、ve a twin room at RMB 1000 and at RMB 1500. which would you prefer. 您稍等，我查看一下我们那几天有没有空房。 让您久等了。我们的双人房有1000块钱和1500块钱的，你需要哪一种？G: I will take the one at RMB 1500. 我要1500的。C: Certainly. May I have your name ，please. 好的。请问您的姓名？G:Yes. Its Tom Cruise T.C.好的，汤姆,克如斯。C: Mr. Tom Cruise. May I have your phone n

13、umber? 汤姆,克如斯，请问您的电话号码是？G:Yes, the number is电话号码是010-8207366018C: What time do you expect to arrive, sir? 您预订什么时候到达？G: Oh, around 7 p.m. I suppose. 我想大概是下午7点。C: I d like to comfirm your reservation. A twin room for Mr.and Mrs. Cruise at RMB 1500 per night for four nights from Januanary

14、 5th to 9th . My name is Mary and look forward to seving you.我想确认一下您的预订，克鲁斯夫妇要一间双人房，每晚1500元，1月5日到9日。 我是玛丽，期待为您服务。G: Thankyou！谢谢！C: Its my pleasure.很乐意为您服务。19预订对话（已预订）Good evening. What can I do for you, sir? 晚上好请问有什么需要帮助吗？ I reserved a double room three weeks ago. Im. 我在三个星期前预订了一个双人房。我是。Wait for a m

15、oment, please, Ill check the arrival list. 请稍等，我查一下接待单。Could I see your passport, please 我能不能看一下您的护照呢？（出示护照）20Thank you. And would you mind filling in the registration form?谢谢！麻烦您填写登记表。How are you going to pay, in cash or by credit card? 您想如何付款呢？用现金还是信用卡？（付款）Heres the room card to room 908. Please k

16、eep it. 这是您的房卡，请收好！21Practise 练习Role-play 角色扮演Client客户: 1.Youd like a single room for tonight.你今晚想要一个单人间。 2.You have no reservation.你没有预定。Hotel Employee酒店工作人员: The room No. is 305 房间号是305. 22三、寄存行李Id like to check my baggage /valuables. 我想要寄存我的行李/贵重物品。Do you want to check your valuable thing? 你需要寄存贵

17、重物品吗？23四、 叫醒服务Could you give me the wake up service? 你们能提供叫醒服务吗？I need to wake up at 6:00.我需要在明天六点起床。What kind of wake up service would you prefer, by phone or by knocking at the door? 请问您需要那种叫醒服务？ 电话叫醒还是敲门叫醒？ 24五、Check out 结账-Can I check out here? / Can I pay my bill here, please? 我能在这结账吗？-Would yo

18、u please go to the Cashier Desk to pay your bill? 麻烦您到收银台结账！-May I know your room number, sir?请问您的房间号是？-Would you like to check and see the amount? 请您核对一下价格。-How would you like to pay, in cash or by credit card?请问您是用现金付款还是信用卡付款？-Could you show me the room card?麻烦您出示下房卡。Please input your passport.请输入

19、密码。25Housekeeping 客房LOGO招呼和带领客人如何搭讪回应客人的要求123介绍酒店内的设施与服务三、客房英语4Showing Room 为客人开房LOGO一、如何搭讪在等待电梯的空隙，如果始终一言不发，终究有些尴尬。所以，不妨准备一些话题跟客人搭搭讪虽然未必有什么实质性的内容，但可以给客人一种友善、热情的感觉。例如：Is this your first visit here? 这是您第一次来这儿吗？How do you like this city? 您觉得这个城市怎么样？Its very hot today, isnt it? 今天真热， 是吧?Your child is s

20、o cute. 您的孩子真可爱！ 背景常识须知句型精选LOGO二、招呼和带领客人Welcome to JinQiu Hotel! 欢迎您来到金秋酒店！May I see your room card?我能看看您的住房卡吗？Your room number, please?请问您的房间号码是多少？Follow me, please.请跟我来！Please watch your step.请您小心走好！Please take the lift on your left.请您搭乘左边的电梯。 句型精选LOGO三、介绍酒店和客房内的设施与服务The in our Hotel is very popul

21、ar.我们酒店的很受欢迎。It is open from 9 am to 11 pm.它的营业时间是早上9点到晚上11点。We have both a sauna and massage sevice in our hotel.我们酒店有桑拿和按摩服务。Here is the mini-bar.这个是（客房里）的迷你酒吧。here is the water boiler.这个是煮水器。here is the light switch.这个是电灯开关。here is the controller. 这个是遥控器。 句型精选LOGO四、回应客人的要求Right away, sir.我马上就去办，先

22、生。Ill bring .to you right away.我马上就为您拿.来。Im afraid were not allowed to do so.恐怕我们不允许这么办。Ill check with my supervisor.我得请示主管。 LOGOM: Heres your room,Mrs Laura. After you. (这是您的房间，劳拉女士。您先请。)G: Thank you.（谢谢！）M: Show I put your luggage here? （我把您的行李放在这里好吗？）G: Ok, thank you.（好，谢谢。）M: Here is the safe. Y

23、oull find its instruction in our service booklet.Its by the telephone.（这是保险箱。您可以在我们的服务指南里面看到说明书，服务指南在电话旁边。）G: Great! Thank you.（太好了，谢谢！）M:Anything else I can do for you?（还需要我为您做什么吗？）G: No, thanks.（不用了，谢谢！）M: Im always at your service, Mrs.Laura. Have a nice day. Good-bye!（我随时乐意为您服务，劳拉女士。祝您愉快，再见！）情景对话 附：酒店专业用语前台常用简写：ID (Identification) 身份证 Late C/O（Check Out） 延迟退房 RC（Registration Card） 入住登记表 SDB (Safe Deposit Box) 前台保险箱F (Female) 女性 M (Male) 男性 CHRG (Charge) 收费Instant C/I (Check In) (快速)