酒店英语培训

酒店英语培训第1页第一节、酒店基础英语第二节、客房英语第三节、餐饮英语第四节、前厅英语第2页第一节、酒店基础英语一.酒店客房类型二.酒店各部门岗位英语识别：三.各部门服务：各服务点名称四.房间物品英语识别：房间各设施物品英语识别

五、礼貌用语第3页第一节：酒店基础英语一、房间类型：1.单人房-singleroom2.双人房-doubleroom3.标准间-standardroom4.豪华客房deluxeroom5.豪华套房deluxesuite

第4页1.ExecutiveOffice(EO)2.FrontOffice(FO)3.FoodandBeverage(FB)4.Housekeeping(HK)5.HumanResource(HR)6.SalesandMarketing(SM)7.FinancialDepartment(FIN)8.EngineeringDepartment(ENG)9.SecurityDepartment(SEC)10.PurchasingDepartment(pur)二、各部门名称第5页1.ExecutiveOffice(EO)总办2.FrontOffice(FO)前厅部3.FoodandBeverage(FB)餐饮部4.Housekeeping(HK)房务部5.HumanResource(HR)人力资源部6.SalesandMarketing(SM)市场营销部7.FinancialDepartment(FIN)财务部8.EngineeringDepartment(ENG)工程部9.SecurityDepartment(SEC)保安部10.PurchasingDepartment(PD)采购部第6页三、酒店各服务点英语一、休闲、娱乐设施：1.游泳池-swimmingpool2.酒吧-bar3.茶室-tearoom4.健身房-gym5.咖啡厅-coffeeshop6.棋牌室-chessandcardroom7.水疗spa第7页二、会议、商务设施：1.会议室-Conferenceroom2.商务中心-businesscenter3.多功效厅-Multifunctionalhall四、其它设施：1.餐厅-restaurant/dining-room、2.厨房-kitchen3.大厅-lobby4.休息区-restarea5.洗衣房-laundry6.停车场-parkingarea7.公共区域-PA（publicarea）第8页四、房间物品、设施

一、洗漱用具：1.牙膏-toothpaste2.牙刷-toothbrush3.口杯-cup4.毛巾-towel5.剃须刀-shaver6.梳子-comb7.镜子-mirror8.洗脸盆-washbasin第9页二、淋浴设施、用具：1.浴室-bathroom2.浴盆-bathtub3.淋浴喷头-showerhead4.沐浴露-bathfoam5.洗发液-shampoo6.香皂-toiletsoap7.浴衣-bathrobe8.浴巾-bathtowel9.浴帽-showercap10.脚巾-foottowel11.拖鞋-slipper12.睡衣-pajamas第10页三、床上用具：1.bed2.sheet3.mattress4.quilt5.coverlet床罩/被单6.pillow7.blanket

第11页四、电器设备：1.switch2.socket3.plug4.TV5.telephone6.fridge7.electricfan8.air-conditioning/airconditioner9.remotecontrol10.iron（[aiən]）第12页五、其它：Curtainbalconyhookclothes-hangercarpetrubbishbasketgarbagebagtoiletpaperashtraychairstoolsofateatableroomcard/key第13页6.节假日：⑴、西方节日：情人节-Valentine’sDay愚人节-AllFool’sDay母亲节-Mother’sDay父亲节-Father’sDay感恩节-ThanksGivingDay圣诞节-ChristmasDay

⑵、中国节日：新年：-newyear’sday春节-SpringFestival元宵节-theLanternFestival端午节-DragonBoatFestival清明节-Tomb-SweepingDay中秋节-Mid-AutumnFestival第14页ITEMSGreeting问候Thanks致谢回答致谢Apologies致歉Directions指路Festivals节日Department各部门名称Facility设施CourtesyEnglish礼貌英语第15页注意事项：1、酒店英语是商务英语，较重视礼节。非正式英语What’syourname?正式英语MayIhaveyourname,please?2、别说“Idon’tknow.”能够说“justamoment,please.I’llcheckthatforyou.”I’llaskoursupervisor.第16页YouarewelcomeIt’smypleasure

That’sallright.NotatallDon’tmentionit何足挂齿第17页

Apologies致歉ExcusemeIamsorry.Iamawfullysorry.It’smyfault.Iapologizeforthis.第18页Directions指路Goupstairs/downstairs.It’sonthe2ndfloor.Thisway,please.Turnleft/rightThiswaytotheelevator.Followme,please.第19页第二节客房英语LOGORoomCleaning清理房间ShowingRoom为客人开房LaundryService洗衣服务Emergencies紧急情况1234OnGuest'sRequests回应客人要求5第20页ShowingRoom为客人开房LOGO1、为客人引路Bellmanshowsguesttohis/herroom.Introducehotelservice.等客人进入房间后，问询Howdoyoulikethisroom?Ifyouneedsomething,pleasecallme.Haveaniceday.）

背景常识须知第21页ShowingRoom为客人开房LOGO2、怎样搭讪在等候电梯空隙，假如一直一言不发，终究有些尴尬。所以，不妨准备一些话题跟客人搭搭讪——即使未必有什么实质性内容，但能够给客人一个友善、热情感觉。比如：Isthisyourfirstvisithere?这是您第一次来这儿吗？Howdoyoulikethiscity?您以为这个城市怎么样？Thiscityisfamousforitsethnicfood.这个城市以风味小吃驰名。It'sveryhottoday,isn'tit?今天真热，是吧?Yourchildissocute.您孩子真可爱！

背景常识须知第22页句型精选LOGO1、招呼和率领客人Welcometo

Hotel!MayIseeyourroomcard?Yourroomnumber,please?Followme,pleasePleasewatchyourstep.Pleasetaketheliftonyourleft.第23页句型精选LOGO2、回应客人要求Rightaway,sir.我马上就去办，先生。I'llbring...toyourightaway.我马上就为您拿...来。I'mafraidwe'renotallowedtodoso.恐怕我们不允许这么办。I'llcheckwithmysupervisor.我得请示主管。

第24页情景对话LOGOM：Mary玛丽G：Guest旅客M:Here'syourroom,MrsLaura.Afteryou.G:Thankyou.M:ShowIputyourluggagehere?G:Ok,thankyou.M:Hereisthesafe.You‘llfinditsinstructioninourservicebooklet.It’sbythetelephoneG:Great!Thankyou.M:AnythingelseIcandoforyou?G:No,thanks.M:I'malwaysatyourservice,Mrs.Laura.Haveaniceday.Good-bye!第25页句型精选LOGO1、请求清理房间Turn-downservice.MayIcomein？开夜床了，我能够进来吗？B.ShallIcomebacklater,sir?先生，要我等会儿再来吗？C.Whattimewouldbebetterforyou?您什么时间更适当呢？D.PleasecalltheFrontDeskwhenyouwantyourroomdone.当您需要清理房间时，请给前台打电话。

第26页句型精选LOGO2、进房清理MayIvacuumtheroomnow？我能够吸尘吗？B.MayItidyupyourdesk?我帮您整理一下书桌好吗？C.MayImovethis?我能够移动这个吗？D.Sure,goahead.好，请吧。

第27页情景对话LOGO

M：Mary玛丽G：Guest旅客M:（Knockingthedoor）Housekeeping.MayIcomein?G:Comein,please.M:Goodevening,ma'am.MayIdoyourroomnow?G:Sure.(Finishcleaningtheroom)M:I'mdone.Anythingelse,ma'am?G:No,thanks.第28页句型精选LOGO

背景常识须知1、添加物品Iamoutofthetoiletpaper.我厕纸用完了。CanIhaveanextrapillow?我能多要个枕头吗？Canyoubringmeahair-dryer?能给我拿个吹风机吗？Rightaway,sir/ma'am.我马上去办，先生/女士。Certainly,sir/ma'am.好，先生/女士。第29页句型精选LOGO

背景常识须知2、客房设施出现问题There'sabadsmellinmyroom.我房间有一股尤其难闻气味。Mytoiletisclogged.我抽水马桶堵住了。Myceilingisleaking.我天花板漏水。Theair-conditionerisn'tworking.空调坏了。I'msorrytohearthat.很抱歉听到这么事。I'llasktheengineertocheckit.我叫工程人员来检验。Ittakestimetorepair.修理需要时间。Canyouchangearoomforme?能够给我换个房间吗？WouldRoom3102bealright?3102房间好吗？Couldyouchangearoom,sir?先生，您换个房间好吗？Wearereallysorryforthis.我们实在是非常抱歉。第30页句型精选LOGO

背景常识须知3、教客人使用保险箱I'dliketousethesafe.我想使用这个保险箱。Letmeshowyouhowtouseit.让我给您示范怎么使用它。Youenterthepassword.您输入密码。Youmaychangethepasswordbydoingthis.这么做，您就能够更改密码。Hereistheinstructioncard.这里是使用说明卡。第31页句型精选LOGO

背景常识须知4、mini-bar添加饮品CanIhavesomesprites?我能要些雪碧吗？Doyouhaveicedtea?你们有冰茶吗？Whichkindofdrinkwouldyouprefer?您喜欢哪种饮料呢？Whichbrandwouldyouprefer?您喜欢什么牌子呢？5、递送物品Hereisafax/parcelforyou.这是您传真/包裹。Couldyousignhere,please?请您在这签个名好吗？第32页句型精选LOGO

背景常识须知1、送洗衣物Doyouhaveanylaundry?您有送洗衣物吗？Hereismylaundrybag,3pieces.这是我洗衣袋，有三件。Couldyoufillinthelaundrylist?请您填写洗衣单好吗？Howlongwillittakeyou?你们（洗衣物）要多久？Ittakes12hours.要12个小时。Youmaygetthembackby9pm.您在9点以前能够取回。Forquickservice,youmaygetthemin2hours.快洗服务话，能够两个小时之内取回。Ithasanextrachargeof50%.它需要额外收取50%费用。Wecharge50%moreforquickservice.快洗服务我们要加收50%费用。第33页句型精选LOGO

背景常识须知2、洗涤要求Canyouremovethestain?能够去掉这块污渍吗？We'lltryourbest.我们会尽力。Iwantitdry-cleaned.这个我要干洗。Iwantitwashedbyhand.这个我要手洗。Itneedsironing.这个要烫干。Isee.我明白了。第34页情景对话LOGOM：Mary玛丽G：Guest旅客M:Housekeeping.Doyouhaveanylaundry?客房服务部。您有要洗衣物吗？G:Yes.Hereisthelaundrybag.有。这是洗衣袋。M:Couldyoufillinthelaundrylist?请您填一下洗衣单好吗？G:It'sinthebag.在袋子里。M:Thankyou,madam.谢谢您，女士。第35页Emergencies紧急情况LOGO

背景常识须知ShallIcalladoctorforyou？AnythingIcandobeforethedoctorarrives?（Don‘tworry。ThedoctoriscomingYou‘llbealrightsoon.Areyoufeelingbetternow?CanIhelpyoutolookforitI'llreporttoourassistantManager第36页句型精选LOGO

背景常识须知1、火警等意外Attention,please!请注意！Thehotelisonfire.酒店失火了！Thehotelisunderattack.酒店正受到攻击。Thehotelisindanger.酒店有危险。Atyphooniscoming.台风要来了。Pleaseleaveyourroom.请离开您房间。Taketheemergencyexit!走紧急出口！Let'sgo!走吧！第37页句型精选LOGO

背景常识须知2、客人生病或受伤Shefainted!她晕倒了！Yournoseisbleeding.你鼻子在流血！Ihaveaheadache/stomachache.我头疼/肚子疼。Mylegisbroken!我腿断了！Thathurts!那里受伤了！Pleasedon'tmove.请别动！I'llcallthedoctor.我去叫医生。I'llcalltheambulance.我去叫救护车。Hereisyourmedicine.这是您药。Areyoufeelingbetternow?您感觉好些吗？第38页句型精选LOGO

背景常识须知3、客人遗失物品Mybagwasstolen!我包被偷了！I'msorrytohearthat.我对此深表遗憾。Whenandwheredidyoulastseeit?您最终一次见到它是什么时候、什么地方？Couldyoudescribeit?您能不能描述一下它是什么样子呢？ShallIcallthepoliceforyou,sir?我为您报警好吗，先生？第39页句型精选LOGO

背景常识须知4、托儿服务Canyoulookafterthebabyforus?你能帮我照看一下我们宝贝吗？Wearenotallowedtodothat.我们是不允许照看小孩。Howaboutthebaby-sittingservice?托儿服务怎么样？第40页第三节、餐饮英语第41页PART1为客人服务第42页Dialogue对话S:Goodmorning，sir.WelcometoSunSunCafé.G:Goodmorning.S:Howmanypersonsofyou,please?G:Atableforfour,please.第43页S：Wherewouldyouprefertosit?Bythewindow,please.S:I'llshowyoutoyourtable.thisway,please.

Isthisfine?G：OK,it’sfine.第44页S:Pleasehaveyourseat,sir.

G:Thanks.S:Hereisthemenu,sir,pleasetakealook.S:Ourwaiter/waitresswillcometotakeyourorderrightaway.Amoment,please.S:Wishyouhaveapleasantmeal.第45页电话订位1.电话用语1)TheRoseRestaurant.MayIhelpyou?2)...............................ThisisPaul.Howmayihelpyou?2.问询是否是某餐厅IsthistheJapaneseRestaurant?Hello,IsthistheABCRestaurant?3.通知是餐厅Yes,itis.MayIhelpyou,sir?第46页4.问询店内是否提供餐点1)Whatkindoffooddoyouserve?2)I’dlikesomeinformationaboutyourmeal.Whatkindoffooddoyouserve?3)Doyouhaveachildren’smenu(portions)?4)Doyouhave(any)vegetariandishes?5.通知店内餐点1)WeserveagreatvarietyofpopularJapanesedishesinsetcoursesandweservemanymeatdishes.2)Weservemanygrilledmeat,prawnandvegetabledisheswhicharepreparedinfrontoftheguest.第47页3)Yes,wedo.Wehaveadifferentmenuforourvegetarianquests.6.问询价位1)Whatisthepricerangeforthesetmenu?2)Whatpricedoyoursetcoursesstartat?3)Howmuchisyourdinnerset?4)Doyouhaveacovercharge?第48页7.通知价位1)FromNT600perperson,sir.2)WehavesetcoursesfromNT360.8.问询是否有收服务费1)Doyouhaveaservicecharge?9.问询营业时间1)Howearlydoyouopenforlunch?2)Whendoestherestaurantopenforbreakfast?3)Whataretherestaurant’shours?4)Whatareyourdinnerhours?第49页10.通知营业时间1)Weopenat11:30forlunch,Ms.2)Therestaurantopensat11a.m.3)Therestaurantisopenforbreakfastfrom6a.m.until10a.m.4)Therestaurant’shoursarefrom11a.m.until10p.m.11.问询营业到几点Untilwhattimeareyouopen?12.通知营业到几点Weareopenuntil10butourlastorderfordinnerisat9:30p.m.13.问询打烊时间1)Whendoestherestaurantclose?2)Whendoyouclose?第50页14.通知打烊时间Therestaurantclosesat10p.m.15.通知最终点餐时间1)Ourlastorderisat9p.m.Couldyouarrivealittleearlierthanthat,please?2)Ourlastorderisat10p.m.Couldyoucomebeforethatastoenjoyaleisurelymeal?16.客人订位1)Iwantatablefor6:30thisevening.2)I’dliketoreserveatable.第51页17.确认预约名单Justamoment,sir.I’llcheckourreservetionlist.18.接收订位1)Ihavereservedatableforthreepersonsfor7:30inyourname.2)I’dliketoconfirmyourreservationfortomorrowevening.19.问询偏好whatkindoffoodwouldyouprefer?20.通知偏好Let’ssee.Somethingunusualwouldbegood.第52页ByeByeThankyouto第53页第四节、前厅岗位基本操作对话1、入住服务（checkin）：2、结账服务（checkout）：3、预定服务（reservation）：第54页一、入住R:ReceptionG:GuestCheckinR:Goodmorning,madam!MyIhelpyou?G:Ineedaroom.R:Doyouhaveroomreservation,please?G:No.R:OK,whatkindofroomswouldyoulike?singleroomordoubleroom?G:Ineedasingleroomfortwonights!

第55页R:Madam,ourrackrateis998RMBper-night,butnowourpromotionrateis518RMBper-night,includingoneortwobreakfast.G:It’sok.R:Madam,mayIhaveyourpassport,please?G:Hereyouare!R:Thankyou!……Hereisyourregistrationform,pleasecheckandsignyournamehere.……R:MissZhang,howwouldyouliketomakethepayment,creditcardorincash?G:creditcard.hereyouare.第56页R:Thankyou!MayIdeposit1500RMBforyou?G:Certainly.R:pleaseinputyourpassword!……R:MissZhang,hereisyourpos-list,pleasesignyournamehere.……Doyouhaveanyvaluablethingstodeposit?G:No,thanks.R:Hereisyourpassport、creditcard、pos-listandyourroomcard,pleasetakecare!TheBreakfastisintheGoldCoast,theservicetimeisfrom6:30-9:30,justshowyourroomcard.Thebellboywillhelpyouwithyourluggageandshowyoutoyourroom.Haveanicestayinourhotel!第57页C/I入住DialogueA/对话A：Goodmorning,sir.WelcometoGoldenOceanHolidayInn.MayIhelpyou?A:wouldyoulikesingleroomordoubleroom?B:Ilikeasingleroom./IhaveareservationforasingleroomA：MayIhaveyourname,sir,please?B：Myfriendhelpmethebook，SheusedthenameofzhangpengA：Justamoment,sir.Letmecheckthereservationforyou.A:MayIhaveyourpassport.B：Yes.Hereyouare.A：Thankyou.MrZhao.PleasesignhereB：Yes.A：MrZhao,Howlongwouldyoulikestayhere?第58页B：Justonenight.A：Thankyou.Howwouldyouliketopaythedeposit?Incashorcreditcard?B：Creditcard.A：MayIhaveyourcreditcard?B：Yes.A：Thankyouforyourcreditcard.Sir.Pleasesignhere,B：Yes.A：MrZhao,Yourroomnumberis8385.Thisisyourroomkey.Hereyouare.B：Thankyou.A：Enjoyyourstaying.第59页1、入住服务（checkin）C:

Goodafternoon,sir.Welcometoourhotel.MayIhelpyou?下午好，先生，欢迎您入住我们酒店，我能帮您些什么吗？G:

Yes.Ibookedaroomoneweekago.是，我前一周已预定了一个房间C:

MayIhaveyournameplease,sir?先生，请问您贵姓？G:

JohnSmith.约翰-史密斯第60页C:

Justamoment,sir.WhileIlookthroughoutlist.Yes,Wedohaveareservationforyou,Mr.Smith.Asingleroomwithbath.You’vepaidYuanRMBasadeposit.Isthatcorrect?先生，请您稍等一会。我看下清单，是，史密斯先生，我们这里有您预定。一个带浴室单人间，您已经支付元预定金，是这么吗？G:

That’sit.就是这么。C:

Wouldyoupleasefillinthisregistrationcard,sir！先生，请您填写这张记录表。G:

Sure.Hereyouare.IthinkI’vefilledineverythingcorrectly.能够，给你，我想各项内容都填对了。第61页C:

Letmesee…Name,address,nationality,passportnumber,signatureanddateofdeparture.Oh,here,sir.Youforgettofillinthedateofdeparture.MayIfillitinforyou?Youareleavingon…让我看看…….名字，地址，国籍，护照号码，署名，启行日期。喔，先生，这里，您忘记填写这个启行日期了，我能够帮您填写吗？你离开…..G:

October24.十月二十四日第62页C:

MayIseeyourpassport,please?Thankyou,sir.Noweverythingisinorder.Andhereisyourkey.Mr.Smith.Yourroomnumberis1107.It’sonthe11thfloorandyourroomrateis500RMBpernight.Hereisyourkeycardwithalltheinformationonyourbooking,thehotelservicesandthehotelrulesandregulationsonit.Pleasemakesurethatyouhaveitwithyouallthetime.Youneedtoshowitwhenyousignforyourmealsanddrinksintherestaurantsandthebars.能把您护照给我看看吗？谢谢！现在全部手续都办好了，史密斯先生，这是您房间钥匙，您房间是1107号。它在第11层楼，您房费是每晚500元。这是您房卡以及全部预定信息，酒店服务和酒店规章制度都在上面，请您务必随时带着它。方便当你在餐厅用餐和酒吧消费挂账时，需要它来证实。G:

Yes,I’llkeepitwithcare,thankyou.好，谢谢，我会小心保管。C:

Ihopeyouenjoyyoursstaywithus.希望您在这儿过愉快。第63页2、checkoutR:Goodmorning,madam.MayIhelpyou?G:Checkout,please.R:Madam,MayIhaveyourroomcard?G:Hereyouare.R:Theroomnumberis,MissZhang,amIright？G:Yes.(打电话给客房中心，报退房)R：MissZhang,didyoutakeanythingfromthemini-bar?Haveyouenjoyyourstayinourhotel?(客房中心报房间OK)第64页MissZhang,thisisyourbill,pleasecheck.Youhaveconsumed1300RMBinourhotel.MayIhaveyourcreditcard,please?Thisisyourposlist,pleasesignyourname.Doyouneedinvoice?No,thanks.Thankyouforstayingwithus!Hopetoseeyouagain!第65页2.结账服务（checkout）C:

Goodmorning.Sir，CanIhelpyou?早上好，先生，我能为您做些什么？G:

Yes.Iwouldliketocheckout.CouldIhavemybill.Please?好，我想结账，我能看下我账单吗？C:

Certainly,sir,MayIknowyournameandyour