酒店英语手册

厚街海悦花园大酒店

员工英语手册IKW苗整人加斜HAIYATTCARDENHOTELHOU3XEHaiyattGardenHotelHoujieStaffEnglishHandbook培训部编EditedByTrainingOffice

Contents目录PartOneElementaryEnglish公共英语TOC\o"1-5"\h\zCourtesyServiceEnglish礼仪英语 01HotelFacilities酒店设施 03\o"CurrentDocument"\hHISituationalResponses情景应答 04PartTwoServiceEnglishForEachDepartment部门岗位英语1、 FrontOffice前厅 072、 F&B餐饮部 11ChineseRestaurant中餐 11ItalianRestaurant&Teppanyaki意餐及铁餐 13TheBar酒吧 15KeyWords重要单词 183、 Housekeeping管家部 224、 TheSpa&HealthClub桑拿及健康中心 26PartThreeDepartmentsAndPositions酒店部门和职位名称厚街海悦花园大酒店礼貌服务英语

全员培训教案（公共部分）PARTIElementaryEnglishforHotelStaffCourtesyServiceEnglish礼仪英语♦欢迎和问候语Greetings1.Goodmorning（afternoon,evening）,sir（madam）.早上（下午、晚上）好，先生（夫人）2.Howdoyoudo?您好！（初次见面）Howdoyoudo?您好！Gladtomeetyou.很兴奋见到您。3.Howareyou?您好吗？Fine,thanks.Andyou?好的，感谢，您呢？Welcometoourhotel（restaurant）.欢迎到我们酒店（餐厅）来。Wishyouamostpleasantstayinourhotel.愿您在我们酒店过得开心.（客人刚入店时）Ihopeyouwillenjoyyourstaywithus.希望您在我们酒店过得开心。（客人在酒店逗留期间）Haveagoodtime!祝您过得开心！♦电话用语TermsofTelephoneGoodmorning.FrontDesk.CanIhelpyou?早上好，前厅。请问有什么可以帮到您的？Sorry,I'vedialedthewrongnumber,对不起，我拨错号了。Pleasepress9firstandwhenyouhearthedialingtone,pressthenumberyouwant.请先拨9,听到拨号音后再拨您所要的号码。Holdon.please.请稍等。Sorry.Heisnotinatthemoment.对不起，他现在不在。Wouldyouliketoleaveamessage?您要留口信吗？Wouldyourepeatthat,please?对不起，请再说一遍好吗？Ibegyourpardon?对不起，请再说一遍好吗？♦庆贺语CongratulationsCongratulations!庆贺您！Happybirthday!生日欢乐！HappyNewYear!新年欢乐！MerryChristmas!圣诞欢乐！Haveaniceholiday!节日欢乐！Wishyoueverysuccess!祝您胜利！♦答谢和应答语ThanksandResponsesThankyou（verymuch）.感谢您（特别感谢）。Thankyouforyouradvice（information,help）.感谢您的忠告（信息、帮助）。It'sverykindofyou.您真客气。Youarewelcome.不用谢。Notatall.不用谢。Don'tmentionit.不用谢。It'smypleasure.特别兴奋为您服务。I'mgladthatIcanhelp.很兴奋能帮到您。I'malwaysatyourservice.乐意为您效劳。Thankyouforstayinginourhotel.感谢您在我们酒店下榻。♦致歉语ApologiesI'msorry.很愧疚。Excuseme,对不起。Tmsorry.It'smyfault.很愧疚，那是我的过错。Sorrytohavekeptyouwaiting,对不起，让您久等了。Sorrytointerruptyou,对不起，打搅您了。Tmsorryaboutthis.我对此表示愧疚。Idoapologizeforthis.我为此致歉。Let'sforgetit,算了吧。♦征询与应答语Requests&ResponsesCan(May)Ihelpyou?/WhatcanIdoforyou?我能为您做什么？MayIhaveyourname?能告知我您的名字吗？Justamoment,please,请稍等一下。Isee.我明白了。Allright.好的。That'sfine.好极了。Yes,ofcourse./Certainly./Sure.当然可以。♦指路用语GivingDirectionsIl'sonthesecond(third)floor.在二(三)楼。Turnleft/right.往左/右转。Thisway,please,请这边走。I'llshowyoutheway.我带您走。It'sattheendofthecorridor,在走廊终点。It'sinthelobbynearthemainentrance..在大厅靠近大门。♦提示用语RemindTermsMind(Watch)yourstep,请走好。Pleasebecareful.请当心。Don'tworry.别担忧。Takeiteasy.放心好了。Pleasedon'tleaveanythingbehind.请别遗忘您的东西。♦告辞用语PartingsGood-bye.再见。Seeyoulater.—会见。Goodnight.晚安。Good-byeandhopetoseeyouagain.再见，希望再见到您。二、酒店设施Hotelfacilities酒店名称：厚街海悦花园大酒店

NAME：HaiyattGardenHotel,Houjie酒店总机/Tel.：(86-769)5885888酒店传真/Fax.：(86-769)5831837邮编/P.C.：523960地址/Address:HoujieE.Ave.HoujieTown.DongguanCity,GuangdongProvince网址/Website: ://haiyaithoujie电子邮箱/E-mail:haiyatt@haiyatthoujieA栋：TowerA一楼/IF菲菲酒廊TheAfricaDeck大堂副理AssistantManager前台接待处ReceptionCounter商务中心BusinessCenter收银处Cashier意大利复合餐厅RomanzoItalianRestaurant二楼/2F悦中餐厅YueChineseRestaurant四楼/4F健康中心TheSpa桑拿及蒸汽浴：Sauna&Steam游泳池SwimmingPool健身房Gymnasium五楼/5F及以上客房GuestRooms&Suites七、九楼/7、9F无烟楼层Non-smokingFloor九楼/9F仕女楼层LadiesFloor十楼10F总统套房PresidentSuiteB栋:TowerB一、二楼/1,2F停车场ParkingLot三楼/3F消遣部KTV雪茄吧CigarBar四楼/4F国际宴会厅BanquetingHall五楼/5F及以上客房GuestRooms&SuitesC栋:TowerC五楼/5F

客房GuestRooms&Suites客房GuestRooms&Suites六楼/6F行政办公室 ExecutiveOffice三、SituationalResponses情景应答♦饭店员工必用词汇Please,请。Excuseme,对不起。Pardon? 对不起，请您再说一遍好吗？I'mverysorry,特别愧疚。Thankyou,感谢。♦听见或遇到对客人不利的事时：I'msorrytohearthat.Ihopeyouw山getbettersoon,听到这个我很缺憾，我希望您很快会好起来。I'msorrytohearthat.Takeiteasytoday,听到这个我很缺憾，今日您可别焦急。♦客人遇到意外时：Ihopeyoudidnothurtyourself. 我希望您没有受伤。Areyouhurt?/Didyouhurtyourself?您伤着没有？♦离开客人时：•Haveaniceday.祝您今日过得开心。Haveagoodweekend.祝您周末欢乐。♦当亙人要什么东西时：Certainly,sir.Ifyoucanexcuseme.I'llfetchit.好的，先生。假如您能允许我离开的话,我去把它拿来。Yes,sir.It'snoproblem.好的，先生。这不成问题。Hereyouare,sir.这儿就是，先生。Justamoment,please,miss.Tilgoandgetitrightaway.小姐，请稍候片刻。我立刻给您去拿来。Immediately,madam.夫人，我立刻去拿来。Sorrytohavekeptyouwaiting. 很愧疚让您久等了。♦给客人让路时：Afteryou/youfirst,madam/sir.夫人/先生，您先请♦推小车或提重物经过客人身旁时：Excuseme,madam. 请宽恕，夫人。Couldyoupleasemakeway,madam? 可不行以请您让让路，夫人？MayIcomethrough,please?请问我可以穿过去吗？”通过之后：Thankyou,madam. 感谢您，夫人。♦上菜或斟酒时不得不向客人俯下身去或不得不在外宾面前通过时：Excuseme,please.请宽恕。偶然碰撞客人时：Ibegyourpardon.请您宽恕。♦言客人询问是不是可以拿某物时：Certainly,sir/madam.Letmehelpyou,当然可以，先生。让我来帮您。Yes,sir.Allowme.是的，先生，请允许我来帮您。Goahead,please.You'rewelcome, 请拿吧，您可以随意运用。Takemine,madam.请用我的，夫人。♦望见客人在搬椅子等或须要帮助时：Allowme,madam. 请允许我帮您，夫人。Letmetakethat,sir. 让我来拿，先生。♦当客人送东西给你时：可以接受：It'sverykindofyou.Idon'tknowhowtothankyouproperly.Youreallyshouldn'thave.您真好。我不知道怎样谢您才好。您真的不必那么客气。婉言谢绝：Thankyou,butwearenotallowedtodrinkonduty,感谢，不能。上班时我们不允许喝酒。Thankyouverymuch,butIcan'taccept, 特别感谢，不过我不能接受。♦当中断和客人的交谈时Excuseme.Ihavetoservethatguest,请宽恕，我得去照料那位客人。I'msorry,sir,Tvegottogo.Nicetalkingwithyou. 很愧疚，先生，我必需走啦。和您谈话真令人开心。Willyouexcuseme,please?愧疚。♦当外宾对你说明什么事情时：Isee. 我明白。Yes,Isee.是的，我明白。假如同意他的话：That'strue. 的确这样。Yes,exactly.完全如此。假如对所听到的事感到意外：Really?Howinteresting! 真的吗？多好玩。Isthatso?是那样的吗？♦当客人因为自己动作慢、手脚不灵或残疾而感到窘况时：Pleasetakeyourtime,sir.There'snohurry. 请渐渐来，先生。不用忙。Don'tworry,madam.We'llseetoit.不必担忧，夫人。我们会料理的。Don'tworry,sir.We'llcleanit叩.不必担忧，先生。我们会把它整理干净的。♦当请客人签字，询问等而不得不打断他的谈话时：Excuseme,sir.MayIhaveyourroomnumber?请宽恕，先生，您的房间号码？Excusemeforinterrupting. 请宽恕我打断您。Wouldyousparemeafewminutes,please? 我可以占用您一些时间吗？MayIspeaktoyouforamoment,madam? 我可以和您谈一会儿话吗，夫人？Wouldyoupleasesignthis? 请您在这里签字好吗？♦当人手短缺而外宾须要服务时：I'llbewithyouinamoment,sir. 我一会儿就来招呼您，先生。I'msorry,butIhavetotakeeachguestbyturn,sir.很愧疚，我得按先后次序为顾客服务,先生。I'llbewithyouassoonaspossible. 我将尽快来为您服务。♦当客人提出指责时或投诉时Thankyoufbrtellingus,madam.Itwon'thappenagain.Pleaseacceptourapologies.Iwillletourmanagerknow.

感谢您告知我们，夫人。这种事不会再发生。请接受我们的致歉。我会把这件事向我们经理报告的。I'mreallysorry,I'lllookintothematterrightaway.Itwon'thappennexttime.很愧疚，我将立即调查这件事，下次不会再发生了。♦领路的时候：Pleasefollowme,sir.先生，请跟我来。Wouldyoupleasecomethisway?It'salonghere.请您这边走，好吗？那是在这儿。假如客人有跌倒的危急：Mind（Watch）yourstep,sir, 请当心，先生/走路当心，先生。MayIsuggestyouholdtherail?It'sveryslippery,sir, 请您扶好扶手。这儿很滑，先生。当函客人到目的地时：Hereweare.Room1506.1506号房间到啦。♦当服务完离开客人的房间或餐桌时：Willthatbeall,madamandsir? 就这些吗，夫人，先生。IsthereanythingelseIcandoforyou?我还能为您做些别的什么东西？四、WorldPopularHolidaysAndFestivals中外流行节假日NewYear元旦（1月1日）ChineseSpringFestival/LunaNewYear春节（正月初一至十五）Valentine'sDay情人节（2月14H）FestivalofLanterns元宵节、灯节（农历正月十五）InternationalWomen'sDay国际妇女节（3月8日）AprilFools'Day愚人节（4月1日）MayDay国际劳动节（5月1日）Mother'sDay母亲节（每年5月的其次个星期日）儿童节（6月儿童节（6月1日）Father'sDay父亲节（每年6月的第三个星期日）DragonBoatFestival端午节（农历5月5H）ChineseValentine七夕（农历七月初七）Mid-AutumnFestival中秋节（农历8月15日）Halloween万圣节前夕（10月30日）Allhallowmas万圣节、鬼节（10月31日）EasterSunday复活节（3月21日或该日后月圆以后第一个星期日）Thanksgiving感恩节Thanksgiving感恩节（11月的第四个星期四）ChristmasEve圣诞节前夕、平安夜（12月24日）圣诞节（12月250）BoxingDay节礼日（圣诞节次日，圣诞节后的第一个工作日）各部门常用服务英语

PARTIIServiceEnglishforEachDepartmentvoucher凭证单，实惠券invoice发票cheque支票sign签字♦前厅部常用词汇♦前厅部常用词汇KeyWords：lobby大堂receptionist前台接待员concierge礼宾部businesscenter商务中心assistantmanager大堂副理operator接线员bellboy行李生doorboy/girl门童/门女checkin入住checkout退房extendv.续住marketprice市价tariff房价表specialrate实惠价befullybooked预订客满40percentdiscount六折high/offseason旺/淡季singleroom单人间suite套房presidentsuite总统套房vacant/vacancy空房identificationcard身份证passport护照registrationform登i己表deposit押金settlethebill结算creditcard信用卡available可用的，存在的reservev.预订cancelv.取消dale日期departuretime离开时间trolleycart行李车luggageroom行李房luggagetag/label行李标签apieceof一件（行李）safe保险箱valuables珍贵物品luxurious豪华的suitcase箱子trunk汽车尾部行李箱twin两张单人床间taxi的士put/leavetheluggage存放行李claim/pickluggage取行李transfer转移packv.n.包装citycenter市中心flightnumber航班号fillintheform填写表格arrangev.支配exchangerate汇率cashier'sdesk兑换处VIP贵宾longstay长住nationality国籍noshow未至Ubusinesscard名片servicecharge服务费procedurefee手续费extrakey备用钥匙IDCNationalDirectCall国内直拨bill帐单IDDInternationalDirectCall国际直拨prefix010国际电话代号holdon别挂电话connectionisbad听不清payphone公用电话roundtripticket来冋票fax传真copy复印translate/interprel翻译originalmailroundtripticket来冋票fax传真copy复印translate/interprel翻译originalmail平信cash现金EMS(ExpressMailService)postcard明信片walkinguest散客receipt收据registeredmail挂号信receiver听筒internalline内线clerk文员outsidecall外线localcall市内电话long-distancecall长途电话connection接通thelineisbusy电话忙nobodyanswer无人接听telephonedirectory电话薄replacethephone挂上电话leavemessage留言postcode区号walk-inguest散客ServiceEnglishForFrontofficeGoodmorning,Reservation,mayIhelpyou?早上好，客房预订部，可以为您效劳吗？MayIhaveyournameandtelephonenumber?能告知我您的名字和电话吗？MayIknowyourarrivalanddeparturedate?请问您准备住多久呢？Whatkindofroomwouldyouprefer?您想要什么样的房间呢？Howmanyroomsdoyouneed?您须要几间呢？Howmanyguestsdoyouhave?您一行共有多少位客人呢？Whenwouldyouexpecttoarrive?您什么时候能到呢？Holdon,please,rilcheckourroomavailabilityforthosedays.请别挂断，我查一下那几天有没有空房。I'msorry,butwehavenodeluxeroomavailablefbrthosedays,butwecanofferyouExecutiveSuit.很愧疚唯恐那几天没有豪华间了，但我们还有行政套房。Wewilldoourbesttobookyouintodeluxeroom.我们尽量为您订豪华间。ThedailyrateofthedeluxeroomisRMB780with10%servicecharge.豪华客房的价格是人民币780元加10%的服务费。Weofferspecialratesfbryourcompany,sir.Foralltypeofroomsthereisa50%discouni.我们为贵公司供应房价五折实惠。Howwouldyouliketoguaranteeyourreservation?您想怎样担保您的预订呢？Wouldyoulikeustoarrangeacartopickupyouattheairport?须要我们派车去机场接您吗？Iw山connectyouwiththeConcierge.我帮您转接礼宾部。MayIconfirmthereservation,sir?AEliteroomfromMay26lhto29,h.AmIright?先生，确认一下您的预约好吗？一间5月26日至29日的雅致客房，对吗？Wewillextendthereservation(makethecancellation/thecorrection/thechange)foryou.感谢您，我们会为您延长(取消/改正/变更)Doyouhaveareservationwithus,sir?请问您有没有预订，先生？I'mverysorry,ourroomsarefullybookedtoday.MayIintroduceahotelnearbyfbryou?彳艮愧疚，今日客房全部满了，为您介绍旁边的酒店好吗？Justmoment,please,Tilcheckourreservationrecord.请稍等，我查一下预约记录。Yessir.Ihaveyourreservationrighthere,weareexpectingyou.对的，先生。您的预订在这儿，我们正等候您的光临。CouldIseeyourpassports/lDcard,sir?先生，请出示您的护照/身份证好吗？Wouldyoupleasefillintheregistrationcard?请填写这张登记卡好吗？WouldyoupleasepayRMB1000fordeposit?请付人民币1000元做押金。Here'syourroomkeyto908androomcard,pleasekeepthem.Yourroomisonthe9,hfloor;thebellboywillshowyouup.Enjoyyourstay,sir.这是您的908号房间钥匙和房卡。您的房间在9楼，行李生会领您上去的。希望您过得开心，先生。Goodmorning,may1haveyourroomnumberplease?早上好，请问您的房间号码？Mr.Scout,didyouconsumeanythinginyourMinibar?斯格特先生，您消费过迷你吧吗？Howwouldyouliketosettleyourbill?您选择怎样的付账方式呢？MayItakeaprintofyourcard?我能刷一下您的卡吗？Mr.Scout,hereisyourbill.Pleasecheckil.斯格特先生，这是您的账单，请复核。Thisfigurehereaccountsfortheroomservicethatyouusedyesterday.这个数字是您昨天消费客房送餐的费用。Hereisyourdepositreceipt,pleasekeepitwithyouduringyoustaywithusandpresentthisreceiptuponyoucheckoutforsettlement.这是您的押金收据，请保存好，结帐时请出示此收据。Ilcomesto900RMBa〔today'sexchangerate.依据今日的汇率一共是900人民币。Doyouhaveluggageinthetrunk?行李箱里有没有行李呢？MayIhelpyouwithyourluggage,sir?先生，须要我帮您拿行李吗？1w山showyoutoyourroom.Thisway,please.我带您到您的房间去，请跟我来。Howmanypiecesofluggagedoyouhave?您有几件行李呢？Isthisallyourluggage?这是您的全部行李吗？I'msorry,wecan'tacceptperishablegoods.对不起，我们不寄存易腐坏的物品。Altogether3suitcasesand2handbags,isthatright?一共是3个箱子，2个手提包，对吗？Isthereanythingvaluableorbreakableinyourbag?您包里有珍贵或易碎物品吗？Thereisasafeineachguestroom.每间房都有保险箱。Justamoment,please.I'llgetacart.请稍等,我去拿行李车。Thisisyourclaimtag,sir.这是您的取物条，先生。Yourbagscanbepicked叩fromtheBellCaptain'sdesk.您可以到服务台领取行李。Afteryou,sir.您先请，先生。Goingup/downtowhichfloor,sir?去哪一层楼呢，先生？Thisisyourroom,sir.这是您的房间，先生。MayIputyourbagshere,sir?我可以把行李放在这里吗，先生？MayIarrangeacarforyou?为您叫辆车好吗？Pleasewaitforamoment,I'llputthroughwithyou.请稍等，我立刻为您转接。I'llconnectyouwiththeFrontDesk.我为您转接前台。I'msorry,thelineisbusy,pleasecallbacklater.对不起，对方电话无法接通，请稍后再拨。Thelinewasbad/noisy.线路故障/有杂音。Pleasedial9beforethecountrycodeandthentheareacodeandthenthenumber.请先拨9再拨国家号和地区号，最终拨电话号码。Forroom-to-roomcalls,pleasedial8firstandthenroomnumber.如要客房拨打客房，请拨8加房间号码。Youmaycalldirecilyfromyourroom,sir.先生，您可以干脆由客房打出去。Thecountrycodesarelistedintheservicedirectoryinyouroom.您房间的服务指南中列有国家代码。Wouldyoupleasebelouder?Ican'thearyouclearly.请大声点好吗？我听不清晰您的声音Whoareyoucalling?请问您要找谁？I'mafraidthereisnobodyanswer.Wouldyouliketoleaveamessage?没人接听电话，您要留话吗？Couldyourepeatthat?请再说一次好吗？Couldyouspeakmoreslowly?请说慢一点好吗？I'msorrytohavekeptyouwaiting.愧疚让您久等了。Atwhattimeshallwecallyou?我们该什么时候叫您呢？（叫早）Thanksforyourcalling,goodbye.感谢您的来电，再见。Pleaseleaveyourroomnumberandwewillsendthefaxuptoyourroomassoonaswegetit.请留下您的房号，一旦传真收到我们立刻为您送上去。Wehavecomprehensivecommunicationfacilitiesandsecreiarialassistance.我们供应综合性的商务设备和秘书服务。MayIhavethefaxnumber?能告知我传真号吗？Thefeeis5yuanperpageforalocalfax.本地传真5元_页。ItcostslOyuan.这个10元钱。Theyareallfirst—lassgoods.这些都是一等品。Isthereanythingelseyouareinterestedin?您还想买点別的吗？It'sveryfragile,pleasehandlewithcare.Don'tputitupsidedown.它是易碎物品，请当心轻放，不要倒放。中餐常用服务用语中餐常用服务用语ServiceEnglishForF&B(ChineseRestaurant)♦预订AcceptingReservationHowmanypeopledoyouhave,please?您一行有多少人呢？Forwhattime?您要订几点的位子呢？MayIhaveyournameandtelephonenumber?能告知我您的名字及电话吗？We'llholdthetablefor15minutes.我们为您保留桌子15分钟。Welookforwardtoseeingyou.我们期盼您的光临。♦客满FullyBookedI'msorry,sir,wedon'thaveanytableleftfor8:00tonight.愧疚，我们八点钟没位子。WearefullybookeduntilnextMonday.下个星期一之前位子都订满了。rilcallyouwhenthereisafreetable.一有位子我们将尽快通知您。♦迎客&引客SeatingTheGuestsGoodevening,sir.WelcometoYueChineserestaurant.晚上好欢迎光临悦中餐厅。Doyouhaveareservation?请问您预订了吗？Sorry,therestaurantisfullnow,couldyouwaitforamoment?对不起，现在餐厅客满了，请稍等。Thisway,please.这边请。Becarefulofthesteps/slipperyfloor,当心台阶/地滑。Wouldyouliketosithere?坐这里好吗？Howaboutthistable?坐这里怎样？Youcansitwhereyoulike.您可以随意坐。I'msorry,histableisreserved.对不起，这张桌子有人订了。CanIgetahighchairforthebaby?我能摆一张婴儿椅吗？Hereisthemenu.给您菜单。♦点单TakingOrderExcuseme,sir,areyoureadytoorder?/MayItakeyourorder?先生，打搅一下，现在可以点菜了吗？Pleasetakeyourtime.I'llbebacktotakeyourorder.请渐渐看，我冋头为您点餐。Whatkindofleawouldyoulike?WehaveLongjing,puertea,JasmineteaTieguanyinandsoon.您要喝什么茶呢？我们有龙井茶，普洱茶，茉莉花茶，铁观音等。Wouldyoulikesomethinglodrink?您想喝点什么呢？I'mafraiditwilltakesometimefbrthisdish,about25minutes.Doyoumindwaitingalittlebitlonger?唯恐这道菜要等25分钟，您介意吗？Yourdisheswillsenttoyouin15minutes.您的点菜15分钟后上桌。I'mverysorry,RoastDuckissoldoutnow对不起，片皮鸭短暂售完了。Whatelsewouldyoulike?请问还须要什么吗？Wouldyoulikesomesoup?要不要来点什么汤？Wouldyoulikesomedessert?要来点甜点吗？So,youhaveorderedisthatright?您点了 ，对吗？MayIrepeatyourorder?我能重复一下您点的菜吗？Wearegladtomakeitforyou.ButIhavetoaskthechefifwehavethematerials.我们很乐意为您做这个菜式，但我必须要问一问我们厨师有没有材料。Pleaseenjoyyourmeal.请慢用♦点单建议MakingRecommendation1.Today'sspecialis...今日的特色菜有 MayIsuggesttheRoastCrispyChicken?It'sourchefrecommendation.我能举荐披海悦脆皮鸡吗？那是我们大厨的.拿手菜。3Afsdeliciousandworthatry.它味道鲜美，值得一尝。4RoastCrispyChickenisverypopularinourrestaurant.海悦脆皮鸡在我们餐厅特别受欢迎.Ifsverytasty.Wouldyouliketotryit?这道菜特别可口，要不要尝尝？Whynottrysome?为什么不尝尝呢？♦上菜ServingTheDishesExcuseme,sir,yourdishesareready,wouldyoulikeitservednow?打搅一下，先生，您的菜准备好了，现在可以上了吗？Thisdishisveryhot,pleasebecareful.这道菜很烫，当心。Hereisyourso叩.这是您点的汤。It'sbetterusingwhilehot.趁热吃比较好。♦餐间服务ServiceDuringThemealExcuseme.对不起，请让一让Sorrytointerruptyou.打搅一下。MayIputtheplateaway?我能把盘子收走吗？Wouldyoulikeitcookedalittlelonger?要不要把它再煮一下？Couldyoulikesomemoreredwine?给您再添点红酒好吗？♦结帐PresentingTheBillHereisyourcheck/bill,sir.这是您的帐单，先生。Howwouldyouliketopayforit?您想怎样结帐呢？Wouldyouliketopaytogetherorseparately?请问您要分单呢还是一起付？Pleasewaitminute.I'llbebackwithyourchangesandinvoice.请稍等，我一会给您找零和发票。MayIhaveyourroomnumber?能告知我您的房间号吗？Willyoupleasesignon(hebill,sir?先生，请在帐单上签字。♦送客Leave-TakingHopetoseeyouagain.期盼您的下次光临。Seeyou.再见Thankyouforyourcoming.感谢您的光临。Ihopeyouhaveenjoyedyourdinner.希望您吃得满足。♦处理客人投诉HandlingthecomplainsI'msorry,it'sourfault.对不起，这是我们的错。Iwanttoapologize,isthereanythingIcoulddo?对不起，我能做什么?I'msorryforgivingyouthewrongdish.Tilchangeitimmediatelyforyou.真的很愧疚上错了，我立刻替你换I'msorrytohavekeptyouwaiting.I'llgotothekitchentocheck对不起让您久等了，我立刻到厨房查看I'msorry.I'llcallourmanager.对不起，我去叫我们经理来。Iassureyouitwon'thappenagain.我保证不会再发生了。意餐及铁板烧常用服务用语ServiceEnglishForF&B(ItalianRestaurant&Teppanyaki)♦预订AcceptingReservationHowmanypeopleinyourparty,please?您一行有多少人呢？Forwhattime?您要订几点的位子呢？MayIhaveyournameandtelephonenumber?能告知我您的名字及电话吗？We'llholdthetablefor15minutes.我们为您保留桌子15分钟。Welookforwardtoseeingyou.我们期盼您的光临。♦客满FullyBookedI'msorry,sir,wedon'thaveanytableleftfor8:00tonight.愧疚，我们八点钟没位子。WearefullybookeduntilnextMonday,下个星期一之前位子都订满了。I'llcallyouwhenthereisafreetable.一有位子我们将尽快通知您。♦迎客&引客SeatingTheGuestsGoodevening,sir.WelcometoItalianrestaurant/Teppanyaki.晚上好欢迎光临意餐厅/铁板烧。Doyouhaveareservation?请问您预订了吗？Sorry,therestaurantisfullnow,couldyouwaitforamoment?对不起，现在餐厅客满了，请稍等。Wouldyoulikesmokingornon-smokingarea?您要坐吸烟区还是非吸烟区呢？Thisway,please.这边请。Becarefulofthesteps/slipperyfloor,当心台阶/地滑。Wouldyouliketosithere?坐这里好吗？Howaboutthistable?坐这里怎样？Youcansitwhereyoulike.您可以随意坐。I'msorry,thistableisreserved.对不起，这张桌子有人订了。CanIgetahighchairforthebaby?我能摆一张婴儿椅吗？I'llbringthemenu.我去拿菜单。♦点单TakingOrderExcuseme,sir,areyoureadytoorder?/MayItakeyourorder?先生，打搅一下，现在可以点菜了吗？Pleasetakeyourtime.I'llbebacktotakeyourorder.请渐渐看，我冋头为您点餐。Wouldyoulikecoffeeortea?您要喝咖啡还是茶？Wouldyoulikesomethinglodrink?您想喝点什么呢？I'mafraiditwilltakesometimeforthisdish,about25minutes.Doyoumindwaitingalittlebitlonger?唯恐这道菜要等25分钟，您介意吗？Yourdisheswillsenttoyouin15minutes.您的点菜15分钟后上桌。I'mverysorry,steakissoldoutnow对不起，牛排短暂售完了。Howwouldyoulikeyoursteak,rare,mediumrare,medium,mediumwellorwelldone?您想您的牛排几成熟呢？Whatkindofsaucewouldyouliketogowithyoursteak?您的牛排要配什么汁酱呢？Wouldyoulikesomesoup?要不要来点什么汤？Whatelsewouldyoulike?请问还须要什么吗？Wouldyoulikesomedessert?要来点甜点吗？So,youhaveorderedamIright?您点了 ，对吗？MayIrepeatyourorder?我能重复一下您点的菜吗？Wearegladtomakeitforyou.ButIhavetoaskthechefifwehavethematerials.我们很乐意为您做这个菜式，但我必须要问一问我们厨师有没有材料。Pleaseenjoyyourmeal.请慢用♦点单建议MakingRecommendation1.Today'sspecialis...今日的特色菜有 MayIsuggestthePizza?It'sourchefrecommendation.我能举荐披萨吗？那是我们大厨的拿手菜。3Afsdeliciousandworthatry.它味道鲜美，值得一尝。4isverypopularinourrestaurant,这道菜在我们餐厅特别受欢迎.Ifsverytasty.Wouldyouliketotryit?这道菜特别可口，要不要尝尝？Whynottrysome?为什么不尝尝呢？♦上菜ServingTheDishesExcuseme,sir,yourdishesareready,wouldyoulikeitservednow?打搅一下，先生，您的菜准备好了，现在可以上了吗？Thisdishisveryhot,pleasebecareful.这道菜很烫，当心。Hereisyourso叩.这是您点的汤。It'sbetterusingwhilehot.趁热吃比较好。♦餐间服务ServiceDuringThemealExcuseme.对不起，请让一让Sorrytointerruptyou.打搅一下。MayIputtheplateaway?我能把盘子收走吗？Wouldyoulikeitcookedalittlelonger?要不要把它再煮一下？Couldyoulikesomemoreredwine?给您再添点红酒好吗？♦结账PresentingTheBillHereisyourcheck/bill,sir.这是您的账单，先生。Howwouldyouliketopayforit?您想怎样结账呢？Wouldyouliketopaytogeiherorseparately?请问您要分单呢还是一起付？Pleasewaitminute.I'llbebackwithyourchangesandinvoice.iW稍等，我-会给您找零和发票。MayIhaveyourroomnumber?能告知我您的房间号吗？Willyoupleasesignonthebill,sir?先生，请在账单上签字。♦送客Leave-TakingHopetoseeyouagain.期盼您的下次光临。Seeyou.再见Thankyouforyourcoming.感谢您的光临。Ihopeyouhaveenjoyedyourdinner.希望您吃得满足。♦处理客人投诉HandlingthecomplainsI'msorry,it'sourfault.对不起，这是我们的错。Iwanttoapologize,isthereanythingIcoulddo?对不起，我能做什么?I'msorryforgivingyouthewrongdish.Tilchangeitimmediatelyforyou.真的很愧疚上错了，我立刻替你换I'msorrytohavekeptyouwaiting.I'llgotothekitchentocheck对不起让您久等了，我立刻到厨房查看I'msorry.I'llcallourmanager.对不起，我去叫我们经理来。Iassureyouitwon'thappenagain.我保证不会再发生了。♦客房送餐RoomserviceGoodmorning,roomservice,PeterspeakingcanIhelpyou?早上好，送餐部，我是Peter,能帮到您什么吗？MayIhaveyourroomnumber?能告知我您的房间号吗？Wouldyoulikeanythingelse?还须要别的吗？Thankyouforcalling,感谢您的来电。We'llsentthedishesuptoyourroomassoonaspossible,我们将尽快把点餐送上去。Yourdisheswillbesenttoyouin30minutes.我们将在30分钟内把点餐送上去。Roomservice,mayIcomein?客房送餐，能进来吗？Hereisyourmeal.这是您的点餐。mbringitatonce.我立刻送来。Enjoyyourmeal.请慢用。MayIenterandtakethetray,please?我可以进来收餐吗？Ifyouhaveanyrequirementspleasedial77forroomservice.假如您有什么要求，请拨77到送餐部。酒吧常用英语ServiceEnglishForTheBar见面招呼用语ExchangeOfGreetingsHowareyoutoday/thisevening,sir?先生，今日还好吗？Fine,thanks.不错，感谢。Verywell,thankyou,andyourself,sir?特别好，感谢。您呢，先生？It'snicetoseeyouagain,sir.先生,很兴奋再次见到您。Haveapleasant/nicestayinhotel,sir.先生，祝您在酒店住得开心。Goodmorning,welcometoourlobbylounge,早上好，欢迎光临大堂吧。带位SeatingtheGuestsAtablefortwo?请问是两位吗？Thiswayplease!这边请！Howaboutthistable?这张桌子怎么样？Howaboutthetablenearthestage/dancingfloor?坐在舞台（舞池）旁边怎么样？Worldyoulikethistable?这张桌子怎样？Worldyouliketositatthebaroverthere?你喜爱坐在吧台吗？Pleasetakeaseal.请坐。点单TakingOrdersAreyoureadytoorder,sir?您己经准备好点菜了吗，先生？whatwouldyouliketodrink? 你想喝点什么？Hereisourdrinklist/winelist. 这是酒水牌和葡萄酒牌。Howaboutthebeerorwhisky?来点啤酒、威士忌怎么样？Whafsyourprefer?你喜爱哪一些？Wehave Doyouwanttotry?我们这有 你想试试吗？MayItakeyourordernow,sir?我现在可以帮你下单吗？♦假如听不清晰：Pardon?请宽恕Wouldyousayitagain?请再说一遍好吗？Wouldyoumindrepeating?请再说一遍好吗？I'msorry,1don'tunderstand.I'llgetourmanager.对不起,我不明白，我去叫我们经理来。♦可以供应客人要求时：Certainly,sir/madam.好的，先生/女士Yes,sir/madam.是的，先生/女士DIgoandgetitrightaway,sir/madam.我立刻去拿给您，先生/女士♦不能供应客人要求时：Sorry,wehaverunoutofcroissanttoday.真对不起，今日牛角包己经卖完了Sorry,Tmafraidwedonothave（singtaobeer.真对不起，我们没有青岛啤酒。Doyoumindchangingyourorder?请您改一下单好吗？♦未能确定是否能供应客人要求时：Ifyoucouldwaitamoment,sir/madam.I'lltrytofindout.先生,请您稍等一会，我去问一下。I'msorrytohavekeptyouwaiting.I'mpleasedtosaywedohaveit.对不起，让您久等了。很兴奋告知您我们有……♦点完单后：MayIrepeatyourorder?可以重复一下您的单吗？Yourorderis...您点的是 Justamoment,please!请稍等！KeyWords:Straightup净饮ontherock加冰withice加冰withoutice不加冰withwater加水出品PresentingExcuseme!Hereisyourbeer/coffee.打搅了！这是你的啤酒（咖啡）。Pleaseenjoyyourdrink!请享用！Wouldyoulikeanythingelse?还须要些什么吗？其他OthersMayItakethisglass/boltle/chairaway?我可以拿走这个杯子（瓶子，椅子）吗？Onemoreround.再要一轮Wouldyoulikeonemorebeer?再要一杯啤酒吗？结帐PresentingTheBillJustamoment,please,sir.先生，请您稍等一下。Hereisyourbill/checksir,totallyis...Yuan先生，这是您的账单。 一共是 元Thankyousir,hereisonehundredandthirtyfiveyuanandseventycents.感谢先生，您一共给了135元7角Pleasewaitamoment,Iwillgiveyouchange.请您稍等，我会给您找钱。Here'syourchange,sir.先生，这是找给您的钱。Separatebilloronebill?分单还是一张单？Pleasesignthebill请签单Doyoumindshowingmeyourwelcomecard?请给我看一下您的住房卡，好吗？送客Leave-TakingIhopeyouenjoyyourstayhere.希望您在这过的开心！Haveagoodtime!过的开心！Haveaniceday!开心的一天！Seeyou!再见！Ihopetoseeyouagain!希望再次光临！KeyWords:Payincash付现金usecreditcard运用信用卡roomaccount房帐ASKINGGUESTSQUESTIONS向客人询问时MayIhelpyou,sir?先生，有什么可以帮到您？MayIknowyourroomnumber,sir?先生，可以告知我您的房间号吗？PRESENTINGSOMETHINGTOGUESTS向客人展示东西时Here'syourcoffee,sir.先生，这是您的咖啡,Here'sourmenu,sir,先生，这是餐牌。WORDSWHICHOPENALLDOORS客人喜爱的字眼Please请Thankyou感谢Excuseme对不起Pardonme请宽恕INTRODUCINGYOURSELF介绍自己Mynameiscallmeanytime.I'mverygladtobeofservice.我的名字叫 ，请随时找我,很兴奋为您服务。WHENGUESTTHANKYOU当客人向你道谢时It'smypleasure.这是我的荣幸。You'remostwelcome.您太客气了。ANSWERINGAGUEST'SCALL回答客人的呼喊Yes,sir./Certainly,sir.是的，先生。Justamoment,please,sir.先生，请您稍等一下。rilbewithyouinamoment,sir,先生，我一会就过来。Sorrytohavekeptyouwaiting,sir.对不起，让您久等了。WHENGUESTAPOLOGIZESBYSAYING“IAMSORRY”当客人向你致歉时That^squitealright,sir.没关系，先生。Pleasedon'tmentionit.没关系。WHENGUESTPASSESYOUBYSAYING:"EXCUSEME”让路给客人Fmsorry,sir/madam. 对不起，先生/女士。MayIgothrough?我可以过去吗？基本餐具名称dinnerknife主菜刀dinnerfork.主菜叉saladknife色拉刀saladfork色拉叉butterknife面包刀oysterfork生蛇叉soupspoon汤匙sodaspoon苏打勺teaspoon茶勺servicefork自助餐勺icetong冰夹plate,dish盘子dish碟子bowl碗platter大浅盘fingerbowl洗手指碗tray托盘waterglass水杯eggc叩鸡蛋杯beermug睥酒杯wineglass葡萄酒杯milkjug奶罐cruststand调味品架sugartongs方糖夹子teasei茶具saltshaker盐瓶chopsticks筷子chopsticksstand筷子架chinaspoon瓷勺toothpick牙签toothpickholder牙amaranth觅菜broccoli花椰菜签盅beansprouts豆芽pumpkin南瓜napkin餐巾Whiteguard冬瓜marrow葫芦ashtray烟灰缸Balsampear苦瓜waterspinach空心menu-holder菜单架Mustardleaf芥菜菜teapot壶Chineseonion大葱bittermelon苦瓜candlestick烛台tomato西红柿pickle泡菜tablecloth桌布garlic大蒜silverware银器bambooshoots青笋水果类sugarbowl糖罐parsley香菜orange桔、橙billfolder帐单夹ginger姜pear梨子breadbasket面包篮mushroom香菇strawberry草莓stirrer搅棒agarics木耳pineapple菠萝trolley服务车waterchestnut菱角grape葡萄reservedcard留座silveragarics车艮耳watermelon西瓜卡Chinesecabbage大apple苹果cakespade蛋糕铲白菜peach桃straw吸管carrot胡萝卜apricot杏子lemonsqueezer柠beet甜菜lemon柠檬檬夹potherb雪里红olive橄榄towel毛巾pea豌豆cherry樱桃beancurd豆腐mango芒果蔬菜类broadbean蚕豆muskmelon香瓜greenpepper青椒mungbean绿豆papaya木瓜lettuce生菜，萬笋cowpea亜豆coconut椰子musiard芥末stringbean菜豆banana香蕉celery芹菜soybean黄豆plum李子spinach菠菜garlicshoots蒜苗prune西梅rape油菜lotusroot藕lychee荔枝cabbage卷心菜potato土豆longan龙眼Frenchbean豆角greenbean扁豆jujube枣子cucumber黄瓜yam山药Kivifruit奇异果spongeguard丝瓜taro芋头haw山楂eggplant茄子stuffedpepper泡椒lime青柠radish萝卜corn玉米坚果类peanut花生herring海令鱼well-done很熟的荷汁chestnut栗子mackerel鳍鱼indigestible不简单cinnamon桂皮walnut核桃turbot大型比目鱼消化的clove丁香hazelnut榛子halibut大型扁鱼tough咬不动的chilly红辣椒almond杏仁sturgeon負寻鱼overdone老的custard芥末melonseed瓜子shadfish西衅burned烧焦的gravy肉烧汁cashewnut腰果pomfret蜗鱼greasy油腻的sugar糖raisins葡萄干grouper石斑鱼oily油腻的whitesugarA糖prune梅干sable黑貂鱼flavour风味、美味brownsugar红糖persimmoncake柿swordfish旗鱼thesmell