《酒店英语培训》PPT课件.ppt

1、酒店英语培训,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,第一节：酒店基础英语,一、房间类型： 1.单人房-single room 2.双人房-double room 3.标准间-standard room 4.豪华客房deluxe room 5.豪华套房deluxe suite,1.Executive Office (EO) 2. Front Office (FO) 3. Food and Bever

2、age (FB ) 4.Housekeeping ( HK) 5.Human Resource ( HR) 6.Sales and Marketing ( SM) 7.Financial Department ( FIN) 8.Engineering Department ( ENG) 9.Security Department ( SEC) 10.Purchasing Department (pur),二、各部门名称,1. Executive Office (EO) 总办 2. Front Office (FO) 前厅部 3. Food and Beverage (FB ) 餐饮部 4.Ho

3、usekeeping ( HK) 房务部 5.Human Resource ( HR) 人力资源部 6.Sales and Marketing ( SM) 市场营销部 7.Financial Department ( FIN) 财务部 8.Engineering Department ( ENG) 工程部 9.Security Department ( SEC) 保安部 10.Purchasing Department (PD)采购部,三、酒店各服务点英语,一、休闲、娱乐设施： 1.游泳池- swimming pool 2.酒吧-bar 3.茶室- tea room 4.健身房- gym 5.

4、咖啡厅- coffee shop 6. 棋牌室-chess and card room 7.水疗 spa,二、会议、商务设施： 1.会议室- Conference room 2.商务中心- business center 3.多功能厅-Multifunctional hall 四、其他设施： 1.餐厅-restaurant/dining-room 、 2.厨房-kitchen 3.大厅-lobby 4.休息区-rest area 5.洗衣房-laundry 6.停车场-parking area 7.公共区域-PA（public area）,四、房间物品、设施,一、洗漱用品： 1.牙膏-toot

5、hpaste 2.牙刷-toothbrush 3.口杯-cup 4.毛巾-towel 5.剃须刀-shaver 6.梳子-comb 7.镜子-mirror 8.洗脸盆-washbasin,二、淋浴设施、用品： 1.浴室-bathroom 2.浴盆-bath tub 3.淋浴喷头-shower head 4.沐浴露-bath foam 5.洗发液-shampoo 6.香皂-toilet soap 7.浴衣-bathrobe 8.浴巾-bath towel 9.浴帽-shower cap 10.脚巾-foot towel 11.拖鞋-slipper 12.睡衣-pajamas,三、床上用品： 1.

6、bed 2.sheet 3.mattress 4.quilt 5.coverlet 床罩/被单 6.pillow 7. blanket,四、电器设备： 1.switch 2.socket 3.plug 4.TV 5.telephone 6. fridge 7.electric fan 8.air-conditioning/air conditioner 9.remote control 10.iron （ain ）,五、其他： Curtain balcony hook clothes-hanger carpet rubbish basket garbage bag toilet paper a

7、shtray chair stool sofa tea table room card/key,6.节假日： 、西方节日： 情人节-Valentines Day 愚人节-All Fools Day 母亲节-Mothers Day 父亲节-Fathers Day 感恩节-Thanks Giving Day 圣诞节-Christmas Day 、中国节日： 新年：-new years day 春节-Spring Festival 元宵节-the Lantern Festival 端午节-Dragon Boat Festival 清明节-Tomb-Sweeping Day 中秋节-Mid-Autum

8、n Festival,ITEMS,Greeting 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 Courtesy English 礼貌英语,注意事项： 1、酒店英语是商务英语，较注重礼节。 非正式英语 Whats your name ? 正式英语 May I have your name , please? 2、别说“I dont know.” 可以说“just a moment, please. Ill check that for you.” Ill ask o

9、ur supervisor.,You are welcome Its my pleasure Thats all right . Not at all Dont mention it 何足挂齿,Apologies 致歉,Excuse me I am sorry. I am awfully sorry. Its my fault. I apologize for this.,Directions 指路,Go upstairs/downstairs. Its on the 2nd floor. This way, please. Turn left/right This way to the el

10、evator. Follow me, please.,第二节 客房英语,LOGO,1,2,3,4,5,Showing Room 为客人开房,LOGO,1、为客人引路 Bellman shows guest to his/her room. Introduce hotel service . 等客人进入房间后，询问 How do you like this room? If you need something, please call me. Have a nice day.）,背景常识须知,Showing Room 为客人开房,LOGO,2、如何搭讪 在等待电梯的空隙，如果始终一言不发，终究

11、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？ This city is famous for its ethnic food. 这个城市以风味小吃驰名。 Its very hot today, isnt it? 今天真热， 是吧? Your child is so cute. 您的孩子真可爱！,背景常识须知,句型精选,LOGO,1、招呼和带领客人 Welcome t

12、o Hotel! May I see your room card? Your room number, please? Follow me, please Please watch your step. Please take the lift on your left.,句型精选,LOGO,2、回应客人的要求 Right away, sir. 我马上就去办，先生。 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 superv

13、isor. 我得请示主管。,情景对话,LOGO,M：Mary 玛丽 G：Guest 旅客 M: Heres your room,Mrs Laura. After you. G: Thank you. M: Show I put your luggage here? G: Ok, thank you. M: Here is the safe. Youll find its instruction in our service booklet.Its by the telephone G: Great! Thank you. M:Anything else Ican do for you? G:

14、No, thanks. M: Im always at your service, Mrs.Laura. Have a nice day. Good-bye!,句型精选,LOGO,1、请求清理房间 Turn-down service. May I come in？ 开夜床了，我可以进来吗？ B.Shall I come back later, sir? 先生，要我等会儿再来吗？ C.What time would be better for you? 您什么时间更合适呢？ D.Please call the Front Desk when you want your room done. 当您

15、需要清理房间时，请给前台打电话。,句型精选,LOGO,2、进房清理 May I vacuum the room now？ 我可以吸尘吗？ B.May I tidy up your desk? 我帮您整理一下书桌好吗？ C.May I move this? 我可以移动这个吗？ D.Sure, go ahead. 好的，请吧。,情景对话,LOGO,M：Mary 玛丽 G：Guest 旅客 M: （Knocking the door）Housekeeping.May I come in? G:Come in, please. M:Good evening, maam. May I do your r

16、oom now? G:Sure.(Finish cleaning the room) M:I m done. Anything else,maam? G:No, thanks.,句型精选,LOGO,背景常识须知,1、添加物品 I am out of the toilet paper. 我的厕纸用完了。 Can I have an extra pillow? 我能多要个枕头吗？ Can you bring me a hair-dryer? 能给我拿个吹风机吗？ Right away, sir / maam. 我马上去办，先生/女士。 Certainly, sir / maam. 好的，先生/女士

17、。,句型精选,LOGO,背景常识须知,2、客房设施出现问题 Theres a bad smell in my room.我的房间有一股特别难闻的气味。 My toilet is clogged.我的抽水马桶堵住了。 My ceiling is leaking.我的天花板漏水。 The air-conditioner isnt working.空调坏了。 Im sorry to hear that.很抱歉听到这样的事。 Ill ask the engineer to check it. 我叫工程人员来检查。 It takes time to repair.修理需要时间。 Can you chan

18、ge a room for me?可以给我换个房间吗？ Would Room 3102 be alright?3102房间好吗？ Could you change a room,sir?先生，您换个房间好吗？ We are really sorry for this.我们实在是非常抱歉。,句型精选,LOGO,背景常识须知,3、教客人使用保险箱 I d like to use the safe. 我想使用这个保险箱。 Let me show you how to use it. 让我给您示范怎么使用它。 You enter the password. 您输入密码。 You may change

19、the password by doing this. 这样做，您就可以更改密码。 Here is the instruction card. 这里是使用说明卡。,句型精选,LOGO,背景常识须知,4、mini-bar 添加饮品 Can I have some sprites? 我能要些雪碧吗？ Do you have iced tea? 你们有冰茶吗？ Which kind of drink would you prefer? 您喜欢哪种饮料呢？ Which brand would you prefer? 您喜欢什么牌子的呢？ 5、递送物品 Here is a fax / parcel fo

20、r you. 这是您的传真/包裹。 Could you sign here, please? 请您在这签个名好吗？,句型精选,LOGO,背景常识须知,1、送洗衣物 Do you have any laundry? 您有送洗的衣物吗？ Here is my laundry bag, 3 pieces. 这是我的洗衣袋，有三件。 Could you fill in the laundry list? 请您填写洗衣单好吗？ How long will it take you? 你们（洗衣物）要多久？ It takes 12 hours. 要12个小时。 You may get them back b

21、y 9 pm. 您在9点以前可以取回。 For quick service, you may get them in 2 hours. 快洗服务的话，可以两个小时之内取回。 It has an extra charge of 50%.它需要额外收取50%的费用。 We charge 50% more for quick service. 快洗服务我们要加收50%的费用。,句型精选,LOGO,背景常识须知,2、洗涤要求 Can you remove the stain? 可以去掉这块污渍吗？ Well try our best. 我们会尽力。 I want it dry-cleaned. 这个我

22、要干洗。 I want it washed by hand. 这个我要手洗。 It needs ironing. 这个要烫干。 I see. 我明白了。,情景对话,LOGO,M：Mary 玛丽 G：Guest 旅客 M: Housekeeping. Do you have any laundry? 客房服务部。您有要洗的衣物吗？ G: Yes. Here is the laundry bag. 有。这是洗衣袋。 M: Could you fill in the laundry list? 请您填一下洗衣单好吗？ G: Its in the bag. 在袋子里。 M: Thank you, ma

23、dam. 谢谢您，女士。,Emergencies 紧急情况,LOGO,背景常识须知,Shall I call a doctor for you？ Anything I can do before the doctor arrives? （Dont worry。The doctor is coming Youll be alright soon. Are you feeling better now? Can I help you to look for it Ill report to our assistant Manager,句型精选,LOGO,背景常识须知,1、火警等意外 Attenti

24、on, please! 请注意！ The hotel is on fire. 酒店失火了！ The hotel is under attack. 酒店正受到袭击。 The hotel is in danger. 酒店有危险。 A typhoon is coming. 台风要来了。 Please leave your room. 请离开您的房间。 Take the emergency exit! 走紧急出口！ Lets go! 走吧！,句型精选,LOGO,背景常识须知,2、客人生病或受伤 She fainted! 她晕倒了！ Your nose is bleeding. 你的鼻子在流血！ I h

25、ave a headache / stomachache. 我头疼/肚子疼。 My leg is broken! 我的腿断了！ That hurts! 那里受伤了！ Please dont move. 请别动！ Ill call the doctor. 我去叫医生。 Ill call the ambulance. 我去叫救护车。 Here is your medicine. 这是您的药。 Are you feeling better now? 您感觉好些吗？,句型精选,LOGO,背景常识须知,3、客人遗失物品 My bag was stolen! 我的包被偷了！ Im sorry to hea

26、r that. 我对此深表遗憾。 When and where did you last see it? 您最后一次见到它是什么时候、什么地方？ Could you describe it? 您能不能描述一下它是什么样子呢？ Shall I call the police for you, sir? 我为您报警好吗，先生？,句型精选,LOGO,背景常识须知,4、托儿服务 Can you look after the baby for us? 你能帮我照看一下我们的宝贝吗？ We are not allowed to do that. 我们是不允许照看小孩的。 How about the bab

27、y-sitting service? 托儿服务怎么样？,第三节、餐饮英语,PART 1 为客人服务,Dialogue 对话,S: Good morning，sir. Welcome to Sun Sun Caf. G: Good morning. S: How many persons of you, please? G: A table for four, please.,S：Where would you prefer to sit? By the window, please. S: Ill show you to your table. this way, please. Is thi

28、s fine? G：OK, its fine.,S: Please have your seat, sir. G: Thanks. S: Here is the menu, sir, please take a look. S: Our waiter/waitress will come to take your order right away. A moment ,please. S: Wish you have a pleasant meal.,电话订位,1.电话用语 1)The Rose Restaurant.May I help you? 2) .This is Paul.How m

29、ay i help you? 2.询问是否是某餐厅 Is this the Japanese Restaurant? Hello,Is this the ABC Restaurant? 3.告知是餐厅 Yes,it is.May I help you,sir?,4.询问店内是否提供餐点 1) What kind of food do you serve? 2) Id like some information about your meal.What kind of food do you serve? 3) Do you have a childrens menu (portions)? 4

30、) Do you have (any) vegetarian dishes? 5.告知店内餐点 1) We serve a great variety of popular Japanese dishes in set courses and we serve many meat dishes. 2) We serve many grilled meat,prawn and vegetable dishes which are prepared in front of the guest .,3) Yes,we do.We have a different menu for our veget

31、arian quests. 6. 询问价位 1) What is the price range for the set menu? 2) What price do your set courses start at? 3) How much is your dinner set? 4) Do you have a cover charge?,7. 告知价位 1) From NT 600 per person,sir. 2) We have set courses from NT360. 8. 询问是否有收服务费 1) Do you have a service charge? 9.询问营业

32、时间 1) How early do you open for lunch? 2) When does the restaurant open for breakfast? 3) What are the restaurants hours? 4) What are your dinner hours?,10.告知营业时间 1) We open at 11:30 for lunch,Ms. 2) The restaurant opens at 11a.m. 3) The restaurant is open for breakfast from 6a.m. until 10a.m. 4) Th

33、e restaurants hours are from 11a.m. until 10 p.m. 11.询问营业到几点 Until what time are you open? 12.告知营业到几点 We are open until 10 but our last order for dinner is at 9:30p.m. 13.询问打烊时间 1) When does the restaurant close? 2) When do you close?,14.告知打烊时间 The restaurant closes at 10 p.m. 15.告知最后点餐时间 1) Our las

34、t order is at 9p.m.Could you arrive a little earlier than that,please? 2) Our last order is at 10p.m.Could you come before that as to enjoy a leisurely meal? 16.客人订位 1) I want a table for 6:30 this evening. 2) Id like to reserve a table.,17.确认预约名单 Just a moment,sir.Ill check our reservetion list. 18

35、.接受订位 1) I have reserved a table for three persons for 7:30 in your name. 2) Id like to confirm your reservation for tomorrow evening. 19.询问偏好 what kind of food would you prefer? 20.告知偏好 Lets see. Something unusual would be good.,Bye Bye,Thank you to join this class,第四节、前厅岗位基本操作对话,1、入住服务（check in）：

36、2、结账服务（check out）： 3、预定服务（reservation）：,一、入住 R: Reception G: Guest Check in R: Good morning, madam! My I help you? G:I need a room. R: Do you have room reservation, please? G: No. R:OK, what kind of rooms would you like? single room or double room? G:I need a single room for two nights!,R: Madam ,ou

37、r rack rate is 998 RMB per-night, but now our promotion rate is 518 RMB per-night, including one or two breakfast. G: Its ok. R: Madam, may I have your passport, please? G: Here you are! R: Thank you! Here is your registration form, please check and sign your name here. R: Miss Zhang ,how would you

38、like to make the payment, credit card or in cash? G: credit card. here you are.,R: Thank you! May I deposit 1500 RMB for you? G: Certainly. R: please input your password! R: Miss Zhang, here is your pos-list ,please sign your name here.Do you have any valuable things to deposit? G: No, thanks. R: He

39、re is your passport、credit card、pos-list and your room card ,please take care! The Breakfast is in the Gold Coast, the service time is from 6:30-9:30, just show your room card . The bellboy will help you with your luggage and show you to your room.Have a nice stay in our hotel!,C/I 入住 Dialogue A / 对

40、话 A：Good morning, sir.Welcome to Golden Ocean Holiday Inn .May I help you? A: would you like single room or double room? B: I like a single room./I have a reservation for a single room A：May I have your name, sir, please? B：My friend help me the book，She used the name of zhang peng A：Just a moment ,

41、 sir. Let me check the reservation for you. A: May I have your passport. B：Yes.Here you are. A：Thank you.Mr Zhao.Please sign here B：Yes. A：Mr Zhao , How long would you like stay here?,B：Just one night. A：Thank you. How would you like to pay the deposit? In cash or credit card? B：Credit card. A：May I

42、 have your credit card ? B：Yes. A：Thank you for your credit card. Sir.Please sign here, B：Yes. A：Mr Zhao,Your room number is 8385. This is your room key.Here you are. B：Thank you . A：Enjoy your staying.,1、入住服务（check in） C : Good afternoon , sir . Welcome to our hotel . May I help you ? 下午好，先生，欢迎您入住我

43、们酒店，我能帮您些什么吗？ G: Yes. I booked a room one week ago . 是的，我前一周已预定了一个房间 C: May I have your name please , sir ? 先生，请问您贵姓？ G: John Smith. 约翰-史密斯,C: Just a moment , sir . While I look through out list. Yes , We do have a reservation for you , Mr. Smith. A single room with bath . Youve paid 2000 Yuan RMB a

44、s a deposit . Is that correct ? 先生，请您稍等一会。我看下清单，是的，史密斯先生，我们这里有您的预定。一个带浴室的单人间，您已经支付2000元的预定金，是这样的吗？ G: Thats it . 就是这样。 C: Would you please fill in this registration card , sir ！ 先生，请您填写这张登记表。 G: Sure . Here you are. I think Ive filled in everything correctly . 可以，给你，我想各项内容都填对了。,C: Let me see Name ,

45、address, nationality, passport number , signature and date of departure . Oh , here , sir . You forget to fill in the date of departure. May I fill it in for you ? You are leaving on 让我看看.名字，地址，国籍，护照号码，签名，启行日期。 喔，先生，这里，您忘记填写这个启行日期了，我可以帮您填写吗？ 你离开. G: October 24. 十月二十四日,C: May I see your passport , pl

46、ease ? Thank you ,sir. Now everything is in order . And here is your key . Mr. Smith . Your room number is 1107. Its on the 11th floor and your room rate is 500 RMB per night . Here is your key card with all the information on your booking, the hotel services and the hotel rules and regulations on i

47、t. Please make sure that you have it with you all the time. You need to show it when you sign for your meals and drinks in the restaurants and the bars. 能把您的护照给我看看吗？谢谢！现在所有手续都办好了，史密斯先生，这是您的房间钥匙，您的房间是1107号。它在第11层楼，您的房费是每晚500元。这是您的房卡以及所有预定信息，酒店服务和酒店规章制度都在上面，请您务必随时带着它。以便当你在餐厅用餐和酒吧消费挂账时，需要它来证明。 G: Yes,

48、Ill keep it with care , thank you . 好的，谢谢，我会小心保管的。 C: I hope you enjoy yours stay with us. 希望您在这儿过的愉快。,2、check out R: Good morning ,madam . May I help you? G: Check out, please. R: Madam, May I have your room card? G: Here you are. R: The room number is 2008, Miss Zhang , am I right ？ G: Yes. (打电话给客

49、房中心，报2008退房) R：Miss Zhang, did you take anything from the mini-bar? Have you enjoy your stay in our hotel? (客房中心报房间OK),Miss Zhang ,this is your bill , please check .You have consumed 1300 RMB in our hotel. May I have your credit card ,please? This is your pos list , please sign your name. Do you nee

50、d invoice ? No , thanks. Thank you for staying with us! Hope to see you again!,2.结账服务（check out） C: Good morning. Sir，Can I help you? 早上好，先生，我能为您做些什么？ G: Yes. I would like to check out. Could I have my bill. Please? 好的，我想结账，我能看下我的账单吗？ C: Certainly, sir, May I know your name and your room number, ple

51、ase ? 当然可以，先生，能把你的名字和房间号告诉我吗？ G: Dennis black, Room 1108. 丹尼斯-布莱克，1108号。,C: All right. Here is your bill, Mr. Black. The total is 1800 Yuan. 好的，这是您的账单，布莱克先生。总共是1800元。 G: The figure seems right. 这数据好像没错 C: How would you like to pay, Mr. Black , in cash or by credit card ? 你怎么付账，布莱克先生。用现金还是信用卡？ G: In cash. Here is the money. 用现金，这是钱。 C: Thank you, Mr. Black . Just a moment, please , Ill write out a receipt for you . 谢谢您，布莱克先生。请您稍等一会，我给您开一张收据。