酒店收銀員英語(yǔ)培訓(xùn)資料

1、酒店收銀員英語(yǔ)培訓(xùn)資料一、禮貌用語(yǔ) courtesy english （一）歡迎和問(wèn)候語(yǔ)：welcome & greetings1、good morning/afternoon /evening , sir/madam 早上（下午、晚上）好，先生（夫人）。2、how do you do? 您好?。ǔ醮我?jiàn)面）3、glad to meet you . 很高興見(jiàn)到您。4、how are you? 您好嗎？ fine, thanks. and you? 很好，謝謝。您呢？5、welcome to our hotel/restaurant. 歡迎來(lái)到我們酒店（餐廳）。（二）致謝、答應(yīng)語(yǔ)、致歉、要求客要重

2、復(fù)：thanks, reply, apologies, repeat致謝1、thank you (very much) . 謝謝您（非常感謝）。2、i appreciated it. 非常感謝！回應(yīng)客人致謝3、you are welcome . 不用謝。4、not at all. 不用謝。5、its my pleasure . 非常高興為您服務(wù)。6、thats all right. 沒(méi)關(guān)系。致歉7、im sorry . 很抱歉。8、excuse me . 對(duì)不起。9、im sorry , its my fault. 很抱歉。那是我的過(guò)錯(cuò)。10、sorry to have kept you wa

3、iting . 對(duì)不起，讓您久等了。11、im sorry about this. 對(duì)此表示抱歉。要求客人重復(fù)12、i beg your pardon？ 對(duì)不起，您可以重復(fù)一遍嗎？13、im sorry, i dont understand. could you repeat that? 沒(méi)聽(tīng)懂，可以重復(fù)一遍嗎？（三）征詢(xún)語(yǔ)：asking & inquiries 1、can(may)i help you? 我能幫您什么嗎？2、what can i do for you . 我能為您干點(diǎn)什么？3、is there anything i can do for you ? 有什么能為您效勞的嗎？4、

4、just a moment , please. 請(qǐng)稍等一下。5、certainly. 當(dāng)然可以。6、yes, of course . 當(dāng)然可以。（四）指路用語(yǔ)：directions1、go upstairs/downstairs. 上樓/下樓。2、its on the second (third) floor . 在二（三）樓。3、where is the washroom /restroom/ elevator? 請(qǐng)問(wèn)衛(wèi)生間/休息室/電梯在哪兒？4、this way ,please. 請(qǐng)這邊走5、turn left /right. 往左轉(zhuǎn)/右轉(zhuǎn)。6、its in the lobby near

5、 the main entrance. 在大堂靠近大門(mén)。7、its at the end of the corridor. 在走廊盡頭。sign 標(biāo)志/指示牌entrance 入口exit 出口gate 大門(mén)口glass door 玻璃門(mén)crossing 路口/交叉路口elevator/lift 電梯stairs 樓梯upstairs 樓上downstairs 樓下turn left/right 轉(zhuǎn)左/右go straight 直走go through 穿過(guò)walk out 走出go up/down 上/下樓go down/along 沿著walk into 走進(jìn)1st floor 一樓bas

6、ement （1） 地下室/負(fù)（一）樓sandwich 夾層（五）提醒用語(yǔ)：reminding & tips1、mind/(watch)your step. 請(qǐng)走好。2、please be careful. 請(qǐng)當(dāng)心。3、please dont leave anything behind. 請(qǐng)別遺忘您的東西。4、dont worry. 別擔(dān)心。5、take it easy. 放心好了。6、please dont smoke here. 請(qǐng)不要在這邊抽煙。 （六）告別語(yǔ)：saying goodbye1、goodbye. 再見(jiàn)。2、see you later. 再見(jiàn)。3、good night . 晚

7、安。4、see you tomorrow. 明天見(jiàn)。5、goodbye and thank you for coming. 再見(jiàn)，謝謝您的光臨。6、goodbye and hope to see you again. 再見(jiàn)，希望再見(jiàn)到您。7、have a nice trip! 一路平安！二、常用詞匯 common wordsbill 賬單cash 現(xiàn)金total 總計(jì)receipt 收據(jù)pre-authorized 預(yù)授權(quán)invoice 發(fā)票together 一起（結(jié)賬）deposit 押金signature 簽字separately 分開(kāi)地change 零錢(qián)check/cheque 支票di

8、scount 折 扣counterfeit 假 鈔master 萬(wàn)事達(dá)union pay 銀 聯(lián)visa visa卡adult 成人children 兒童height 身高meter 米rack rate 門(mén)市價(jià)net rate 凈價(jià)special offer 特價(jià)promotion rate 促銷(xiāo)價(jià)charge 收費(fèi)/費(fèi)用standard 標(biāo)準(zhǔn)balance 余額password 密碼insufficient 不充足的tariff 價(jià)目表item 項(xiàng)目 price 價(jià)格remark 備注三、常用短語(yǔ)common phrasescheck out 結(jié)帳master folio 總帳make p

9、ayment 付賬how much 多少錢(qián)pay in cash 現(xiàn)付credit card 信用卡sign the bill 簽單service charge 服務(wù)費(fèi)minimum charge 最低消費(fèi)foreign currency 外幣foreign exchange 外幣兌換exchange rate 兌換率draw up 結(jié)算free of charge 免費(fèi)business hour 營(yíng)業(yè)時(shí)間opening time 營(yíng)業(yè)開(kāi)始時(shí)間closing time 營(yíng)業(yè)結(jié)束時(shí)間四、常用句子 common sentences（一）關(guān)于結(jié)帳 about settling the bill1.

10、客人提出結(jié)帳 1）im checking out. 我要結(jié)帳2）check, please! 麻煩結(jié)賬3）we are ready to pay. 我們要結(jié)賬2. 給客人出示賬單4）just a moment, please. ill draw up the bill for you. 稍等，我?guī)湍Y(jié)算一下。5）here is your bill. 這是您的賬單6）here you are. 給您7）that comes to 48 yuan. 一共是48元8）the total is 48 yuan. 一共是48元3. 詢(xún)問(wèn)結(jié)帳方式9）would you like to pay separa

11、tely or together? 您要分開(kāi)付還是一起付？10）how would you like to pay? 您要怎么付款？11）how would you like to make payment? 您要怎么付款？12）how would you like to settle your bill? 您要怎么付款？4.客人結(jié)帳方式13）we asked for separate checks. 我們的賬要分開(kāi)結(jié)。14）ill pay for both of us. 兩份都算在我賬上。15）ill use my credit card. 我要刷卡。16）please sign on th

12、e line. 請(qǐng)?jiān)诰€(xiàn)上簽上您的名字。17）please sign your name here 請(qǐng)您在這里簽名。18）ill pay by cash. 我要付現(xiàn)金。19）my company will pay the bill. 由我的公司支付。20）sorry, we dont accept personal checks in our hotel.對(duì)不起我們不接收私人支票。（二）找零錢(qián)開(kāi)發(fā)票 change & invoice21）please count the change. 請(qǐng)點(diǎn)一下找您的零錢(qián)。22）just a minute, ill print out your invoice.

13、 稍等，給您開(kāi)發(fā)票。23）here is your receipt/invoice. 這是您的收據(jù)/發(fā)票。24）here is your change。 這是找您的零錢(qián)。（三）兌換外幣 foreign exchange25）you can exchange your money at the reception. 你可以到接待處兌換。26）may i exchange some money here? 這里可以?xún)稉Q外幣嗎？27）whats the exchange rate today? 今天的匯率是多少？28）todays exchange rate is 7.5 yuan against

14、1us dollar.今天的兌換率是1美元兌換7.5元人民幣.29）how much would you like to change? 您想換多少錢(qián)？（四）其他常語(yǔ)句 other common expressions30) theres a 15 service charge. 要加收百分之十五的服務(wù)費(fèi)。31) the minimum charge is 150 yuan per person. 每人最低消費(fèi)是元。32) can you break a 100 yuan? 你能找開(kāi)元嗎？33) your credit card was denied. 您的信用卡被拒收。34) whats t

15、his 12 yuan for? 這元是什么錢(qián)？35) would you like to settle the difference in cash? 您用現(xiàn)金支付差額嗎？36) there is a twenty percent discount. 給您打八折37) we need an advance deposit by credit card or in cash.您要用信用卡或者現(xiàn)金支付押金。五、補(bǔ)充資料其他酒店常用英語(yǔ) supply materials常用詞匯manager 經(jīng)理supervisor 主管journey 旅程weather 天氣minute 分鐘quarter 一

16、刻鐘hour 小時(shí)day 天week 周month 月weekdays 周一至周五 weekend 周末congratulations 祝賀bank 銀行cancellation 取消confirm 確認(rèn)colleague 同事percent 百分之january 一月february 二月march 三月april 四月may 五月june 六月july 七月august 八月september 九月october 十月november 十一月december 十二月sunday 星期日 monday 星期一 tuesday 星期二 wednesday 星期三 thursday 星期四 fr

17、iday 星期五 saturday 星期六 passport 護(hù)照opposite 對(duì)面的elevator 電梯souvenir 紀(jì)念品lobby 大堂supermarket 超市booth 雅間breakfast 早餐lunch午餐supper 晚餐dinner正餐，宴會(huì)lemonade 檸檬水常用短語(yǔ)、部門(mén)、項(xiàng)目recreation center 康體部shopping arcade 購(gòu)物中心international convention center 會(huì)展中心international conference hall 國(guó)際會(huì)議廳conference room 會(huì)議室any time 隨

18、時(shí)hold the line 別掛電話(huà)half price 半價(jià)service charge 服務(wù)費(fèi)check in 登記住宿check-in info. slip 入住信息條check out 結(jié)賬離店room card 房卡breakfast coupon早餐券very important person （vip） 重要客人business card 名片room service 送餐服務(wù)laundry service 洗衣服務(wù)business hour 營(yíng)業(yè)時(shí)間western food 西餐cantonese food 粵菜coffee 咖啡baby chair 嬰兒椅soda wate

19、r 蘇打水orange juice 橙汁mineral water 礦泉水ice cream 冰淇淋wine list酒水單napkin 餐巾紙gym 健身房billiard room 臺(tái)球室swimming pool 游泳池race apparatus 跑步機(jī)bowling 保齡球tennis 網(wǎng)球ping pong/ table tennis 乒乓球game center 游戲中心game coin 游戲幣sauna 桑拿foot massage 沐足/足底按摩massage 推拿/按摩manicure 修甲aromatherapy 香薰常用句子1. thank you for your comments. 感謝您的意見(jiàn)。2. breakfast will be served from 7:00 to 9:30 at the hall of chinese restaurant.早餐時(shí)間是7-9，地點(diǎn)是中餐大廳。3. go straight