酒店工作英语.ppt

1、酒店工作英语TASK ENGLISH FOR HOTELS,The aim of this training is to create a home away from home for all the travelling guests who need rest, food and drink.,绍兴开元名都大酒店：New Century Grand Hotel Shaoxing 人力资源部：Human Resources Division 财务部：Finance Division 市场部：SalesMarketing Division 销售部：Sales Department 房务部：R

2、ooms Division,餐饮部：FoodBeverage Division工程部：Engineering Department保安部：Security Department康乐部：Recreation Department公关部：Public Relations Department前厅部：Front Office Department管家部：Housekeeping Department,绍兴开元名都大酒店：New Century Grand Hotel Shaoxing,大堂 Lobby 维珍咖啡厅 Virgin Caf 茗兰吧 Lounge Orchid 香榭饼屋 Champs De

3、li 商务中心 Business Centre 文锦轩中餐厅 Vong King Garden 揽桥阁包厢群 Legend Court Chamber 福港日本料理 Fugang Japanese Restaurant 桌球房 Snooker Room,棋牌室 The Chess and Bridge Centre 健身房 Fitness Centre 乒乓球室 Table Tennis Room 足浴中心 Reflexology Service Centre 桑拿中心 Sauna Centre 美容中心 Beauty Centre 恒温游泳池 Swimming Pool 开元厅 New Ce

4、ntury Hall 名都厅 Dynasty Hall,景明厅 Jingming Hall 景和厅 Jinghe Hall 景晖厅 Jinghui Hall 景悦厅 Jingyue Hall 景华厅 Jinghua Hall 景丽厅 Jingli Hall 金粉尊爵KTV Jinfen Supreme KTV 名仕阁 Prestige Club 金爵会 Nobility Club House,职务与职位 Position,总经理 General Manager 副总经理 Vice-general Manager 大堂副理 Assistant Manager 总监 Director 经理 Man

5、ager 主管 Supervisor 秘书 Secretary 领班 Captain 文员 Clerk,客房服务员 Room Attendant 餐厅男服务员 Waiter 餐厅女服务员 Waitress 总台接待员 Receptionist 话务员 Operator 收银员 Cashier 行李员 Bellman 保安员 Security Officer 维修员 Repairman,基本英语,一、称呼方式 1.先生 Mister (Mr.) Sir 2.夫人 Madam 3.太太 Mistress (Mrs.,Mrs) 4.小姐 Miss,二、欢迎和问候语 1.早上好，先生。Good mor

6、ning, sir. 2.您好！ Hello. How do you do? 3.很高兴见到您 Glad/Nice to meet/see you. 4.欢迎到我们酒店来 Welcome to our hotel/ New Century Grand Hotel Shaoxing 5.愿您在我们酒店过的愉快 I hope youll enjoy your stay with us.,三、祝贺语 1.祝贺您！ Congratulations! 2.生日快乐！ Happy birthday! 3.新年快乐！ Happy new year! 4.圣诞快乐！Merry Christmas! 5.祝您好

7、运！ Good luck (to you)! 6.祝您成功！Wish you every success! 7.祝您旅途愉快！ Pleasant journey!,四、答谢和答应语 1.谢谢您 Thank you (very much) 2.谢谢您的帮助 Thank you for your help. 3.太感谢您了 Its very kind of you. 4.别客气/不用谢 Youre welcome./Not at all./ Dont mention it 5.很高兴为您服务 Its my pleasure.,五、道歉语 1.很抱歉 Im sorry. 2.不好意思 Excuse

8、me. 3.对不起，让您久等了。Sorry to have kept you waiting. 4.对不起，打扰您了。Sorry to interrupt you. 5.我为此道歉 I apologize for this.,六、征询语 1.我能帮您什么吗？ May I help you? What can I do for you? 2.有什么能为您效劳吗？ Is there anything I can do for you? 3.我可以知道您的名字吗？May I have your name,please? 4.您可以把名字签在这儿吗，先生？Can you sign here, sir?

9、 5.先生，您想要点什么？What would you like, sir?,七、指路用语 1.上楼 Go upstairs. 下楼 Go downstairs. 2.在二楼 Its on the second floor. 3.请这边走 This way, please 4.往右转 Turn right. 5.在大厅靠近大门 Its in the lobby near the main entrance. 6.在走廊尽头 Its at the end of the corridor.,八、提醒用语 1.请走好 Mind your step. 2.请当心 Please be careful.

10、3.请别遗忘您的东西 Please dont leave anything behind. 4.请不要在这里抽烟 Please dont smoke here.,九、告别语 1.再见 Good bye 2.等会见 See you later 3.明天见 See you tomorrow 4.再见，谢谢您的光临 Goodbye and thank you for coming 5.再见，希望再见到您。 Goodbye and hope to see you again. 6.一路平安！Have a nice trip.,Dialogue 1 Dialogue 2,酒店员工：下午好，先生。欢迎光临

11、我们酒店，我可以帮您吗？ 客人：谢谢，我想办理入住手续，前台在哪儿？ 酒店员工：前台在那儿，请这边走。希望您入住愉快。,酒店员工：夫人您好，欢迎光临我们酒店。很高兴再次见到您，您今天过的好么？ 客人：很好，谢谢。 酒店员工：希望您在本酒店再次入住愉快。 客人：谢谢，我也希望如此。,Dialogue 3,酒店员工：您好，先生。您要离店了吧。 客人：是的，我要回去了。 酒店员工：希望您在我们酒店度过一段愉快的时光。 客人：是的，我过的很愉快，谢谢。 酒店员工：祝您旅途愉快，希望您能很快再次光临。,Module 1 Basic Guest Contact 1(Greeting and Farewel

12、l),问候：greeting 住店愉快：pleasant stay 早上好：Good morning 开心：good time 下午好：Good afternoon 登记入住：check in 晚上好:Good evening 出示：show 欢迎光临：Welcome to 喜欢：enjoy 希望：hope 接待台前台：Reception Counter Front Desk,Module 1 Basic Guest Contact 1(Greeting and Farewell),1.Good 2. How do you do?/How are you?/How is your day?/H

13、ow is your dinner?/How was your trip?,morning afternoon evening,Module 1 Basic Guest Contact 1(Greeting and Farewell),3.Welcome to our hotel/our restaurant. How may I help you/What can I do for you? 4.I am glad/happy/pleased to see you. 5. I hope you will,enjoy your stay with us. have a good time he

14、re. have a pleasant stay in our hotel.,Dialogue1,Staff: Good afternoon, sir. Welcome to our hotel, how can I help you? Guest: I want to Vong King Garden, Where is it ? Staff: Its on the 2nd floor, this way, please. I hope you will have a good time here. Guest: Thank you . Staff: Youre welcome.,Modul

15、e 1 Basic Guest Contact 1(Greeting and Farewell),再见：Good bye 喜欢：enjoyed 入住本酒店：stay with us 服务：service 赞赏：compliment 满意的：satisfied 评论：comments 期待：look forward to 旅途愉快：nice trip 访问：visit 飞行顺利：smooth flight 一路平安：Have a safe tripjourney Bon Voyage,Module 1 Basic Guest Contact 1(Greeting and Farewell),6.

16、 Good-bye,Thank you for,staying with us/visiting us. choosing our hotel. your compliment. your comments.,Module 1 Basic Guest Contact 1(Greeting and Farewell),7. Good-bye Sir/Mr/Miss/Ms,and,have a nice trip. have a pleasant journey. have a smooth flight. have a nice day.,Module 1 Basic Guest Contact

17、 1(Greeting and Farewell),8. We hope you Please,enjoyed your meal. enjoyed your stay. had a great time. are happy with the service. are satisfied with us.,come again. come back soon. visit us again. stay with us again,Module 1 Basic Guest Contact 1(Greeting and Farewell),9. We look forward to 10. Did you enjoy,seeing you again. serving you again. receiving you again. your next visit/arrival.,your stay with us? your meal/trip? staying in our hotel? your stay in Shaoxing,Dialog