五星級(jí)酒店英語(yǔ)培訓(xùn)教材

1、學(xué)好英語(yǔ)讓服務(wù)更上一層樓五星級(jí)酒店外語(yǔ)培訓(xùn)We believe that English will bring you to a totally new world我們相信英語(yǔ)將帶您到一個(gè)全新的世界課程安排 Part 1 酒店基本禮貌用語(yǔ) Part 2 前臺(tái)服務(wù) Part 3 餐飲服務(wù) Part 4 客房服務(wù) Part 5 日常知識(shí) 經(jīng)典語(yǔ)句Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ) 1、 禮貌地及客人打招呼及稱呼客人，表示你 對(duì)他們的熱情歡迎: 早上好，小姐/先生。 Good morning, madam/sir. 下午好，小姐/先生。 Good afternoon, madam/sir.晚上好，小姐

2、/先生。 Good evening, madam/sir. 客人喜歡聽(tīng)你稱呼他的姓氏，因此盡可能常用，如：“王先生，陳小姐，李太太”等。 “很高興再次見(jiàn)到您（歡迎再次光臨）， 王先生?！癗ice to see/ meet you again, Mr. Wang.”或及客人互相寒暄： “您今天好嗎？” “How are you ( today)?”返 回Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ) 很好，謝謝您？Im very well, /Im fine, too. Thank you. Useful Words and Expressions: 1) Sir (先生) 2) Madam （女士、夫人）3

3、) Miss(小姐) 4) Ms.(女士、小姐)5) the lady with you(和您一起的女士)6) Good morning/ afternoon/ evening!7) Glad / Nice to 8) How do you do? /How are you ?Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ) 2、What can I do for 主動(dòng)向客人提供幫助: 我可以幫您嗎？May I help you? you? 盡量為客人多做一點(diǎn)： 還有什么需要我?guī)湍鷨?？Is there anything else I can do for you ？ Useful Words and Expr

4、essions:1) May /Can I ?2) If you need my help , just call me please.Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ) 3 、記住一些能討人喜歡的言詞: 謝謝。Thank you. 別客氣。 You are welcome. 對(duì)不起。 Im sorry. 沒(méi)關(guān)系。Thats all right. 請(qǐng)。Please. Useful Words and Expressions:1) welcome 2) Thats all right.Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ) 4 、打擾客人之前，要提示客人： 打擾了Excuse me 這個(gè)情形可能包括諸如

5、：打斷客人談話，為客人上菜時(shí)，進(jìn)客房之前，請(qǐng)客人讓路，你在服務(wù)時(shí)中途退場(chǎng)等。 5、 向客人呈遞某物時(shí)： 這是您的Here is / are your(key, newspaper, boiled water, breakfast,lunch ,supper)Here you are.Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ) 6、 要客人等待時(shí)，要先有交代: 請(qǐng)稍等一會(huì)兒。Just a moment, please. Wait a minute, please. 我一會(huì)兒就來(lái)。I will be with you in a moment. 再返回客人身邊時(shí)，對(duì)久等的客人說(shuō)抱歉： 對(duì)不起，讓您久等了。 S

6、orry to have kept you waiting .Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ) 7 、聽(tīng)不明白客人說(shuō)話時(shí)，不要臆想，你可以： 請(qǐng)?jiān)僬f(shuō)一遍好嗎？ I am sorry, I dont understand. Could you show me?I beg your pardon.8 、當(dāng)客人因行動(dòng)笨拙而顯露尷尬時(shí)， 安慰客人說(shuō)： 請(qǐng)慢慢來(lái)，別著急。Please take your time, theres no hurry. 9、 向客人作自我介紹: 我叫 。如果有什么需要我?guī)兔?，?qǐng) 告訴我。 My name is . Please let me knowif theres an

7、ything I can do for you.Can I help you?Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ) 10 、及客人友好地告別，讓 客人對(duì)你和酒店留下深刻印象: 再見(jiàn)。Goodbye. 祝您今天過(guò)得愉快。Have a nice day. 祝您在這居住愉快。Wish you happy here. 對(duì)要離店客人報(bào)以祝愿： 希望很快又見(jiàn)到您。 Hope to see you again soon. 祝一路順風(fēng)。Have a nice trip.Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ) 11、 在三響之內(nèi)迅速接聽(tīng)電話: 拿起電話時(shí)： 早上好/ 下午好/ 晚上好，（這 是）_（部門/ 部份名稱）。我

8、是，我可以幫您嗎？Good morning/ Good afternoon/Good evening, This is (Name of your department/ outlet). speaking. May I help you? 掛電話前： 多謝您的來(lái)電。 Thank you for calling.Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ) 12、 禮貌地回應(yīng)客人的請(qǐng)求或詢問(wèn): 當(dāng)你能滿足客人要求時(shí)，要馬上采取行動(dòng)： 好的，小姐/先生，我馬上拿給您。Certainly, madam/sir. I will get it right away. 是的，小姐/先生，我馬上幫您處理。Yes, m

9、adam/sir. I will take care of it at once. 當(dāng)你對(duì)客人的詢問(wèn)不肯定時(shí)： 對(duì)不起，我不太確定。如果您能等一會(huì)，我 馬上去查找。Sorry, I am not sure. If you wait a minute, Ill tryto find out. 當(dāng)你不能滿足客人要求時(shí)： 我恐怕這違反酒店的規(guī)定。Im afraid it is against hotel regulation. 對(duì)不起，我們不允許這樣做。Im sorry, we are not allowed to do this.Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ) 對(duì)不起，恐怕我們沒(méi)有（客人要的東西

10、）。I m sorry, I m afraid we donthave(things guests want).” 這時(shí)向客人作其它介紹或建議是非常重要的。 我可以建議（你聯(lián)系地下 層的銀行）嗎？ May I suggest(you contact the bank in the basement)?Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ)13、 當(dāng)你請(qǐng)求客人做某事時(shí)： 您可以（在這里簽名）嗎？Could you (sign here)? 您介意（稍后再來(lái)電話）嗎？ Would you mind (calling back later)? 我可以知道（您的姓名）嗎？ May I (have your

11、name)?14 、為客人指示方向: 請(qǐng)跟我來(lái)。Follow me please. 請(qǐng)一直往前走。Please go straight ahead. 請(qǐng)向右轉(zhuǎn)/左轉(zhuǎn)。Please turn right / left. 它在 樓上。It is on the floor.Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ) 15、 處理投訴，錯(cuò)誤時(shí): 謝謝您告訴我們，小姐/先生。我會(huì)向經(jīng)理報(bào)告這件事， 請(qǐng)接受我們的道歉。Thank you for telling us, madam / sir, Ill inform my managerabout it.Please accept our apology. 我非常抱

12、歉，小姐/先生，是我們出差錯(cuò)了，我馬上改正 過(guò)來(lái)。/ 我馬上去查這件事。Im terribly sorry, madam / sir. There could have been somemistakes. Ill have it corrected at once. / Ill look into thematter at once.Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ) 歡迎和問(wèn)候語(yǔ):(Welcoming & Greeting) 1) Good morning(afternoon, evening),sir(madam).早上(下午、晚上) 好，先生(夫人) 。 2) How do you do

13、!您好！(初次見(jiàn)面)How do you do ? 您好！Glad to meet you . 很高興見(jiàn)到您。 3) Were glad to see you again.很高興見(jiàn)到你。 4) Welcome to our hotel(restaurant,). 歡迎您到我們賓館(餐廳) 來(lái)。Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ)歡迎和問(wèn)候語(yǔ):(Welcoming & Greeting) 5) Wish you a most pleasant stay in our hotel .愿您在我們酒店過(guò)得愉快。 6) I hope you will enjoy your stay with us . 希望

14、您在我們賓館過(guò)得愉快。 (客人剛?cè)氲陼r(shí)) I hope you are enjoying your stay with us .希望您在我們賓館過(guò)得愉快。(客人在飯店逗留期間) I hope you have enjoyed your stay with us .希望您在我們賓館過(guò)得愉快。(客人離店時(shí)) 7) Have a good time !祝您過(guò)得愉快！Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ)電話用語(yǔ)： 8) Fudu Hotel, Front Desk. Can I help you ?富都大酒店，前廳。您找誰(shuí)？ 9) Sorry , Ive dialed the wrong number.

15、對(duì)不起，我撥錯(cuò)號(hào)了。10) May I speak to your General Manager? 能和你們總經(jīng)理說(shuō)話嗎？Speaking. 我就是。11) Sorry. He is not in at the moment . 對(duì)不起，他現(xiàn)在不在。 Would you like to leave a message ? 您要留口信嗎？12) Pardon ? 對(duì)不起，請(qǐng)?jiān)僬f(shuō)一遍好嗎？ I beg your pardon ? 對(duì)不起，請(qǐng)?jiān)僬f(shuō)一遍好嗎？Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ)祝賀語(yǔ)(Expressing good wishes)： 13)Congratulations! 祝賀您！14)

16、 Happy birthday! 生日快樂(lè)！15) Happy New Year! 新年快樂(lè)！16) Merry Christmas! 圣誕快樂(lè)！17) Have a nice holiday! 節(jié)日快樂(lè)！18) Wish you every success! 祝您成功！Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ)致謝及對(duì)致謝的回答 (Expressing thanks and answers to thanks) 19) Thank you (very much). 謝謝您(非常感謝) 。20) Thank you for your advice(information,help). 感謝您的忠告(信息

17、、幫助) 。21) Its very kind of you . 謝謝，您真客氣。22) You are welcome. 不用謝。23) Not at all (Dont mention it ). 不用謝。24) Its my pleasure / With pleasure ./ My pleasure .很高興為您 服務(wù)。Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ)致歉語(yǔ)(Apologizing) 27) Excuse me . 不好意思，打擾一下?。ù驍_客人時(shí)） 28) Im sorry . 很抱歉。 29) Im awfully sorry. 真是很抱歉！ 30) Im sorry . Its

18、 my fault . 對(duì)不起，那是我的過(guò)錯(cuò)。 31) Sorry to have kept you waiting . 對(duì)不起，讓您久等了。 32) Sorry to interrupt you . 對(duì)不起，打擾您了。 33) Im sorry about this. 對(duì)此表示歉意。 34) I apologize for this. 我為此道歉。 35) Thats all right . 沒(méi)關(guān)系。 36) It doesnt matter. 沒(méi)關(guān)系。 37) Its nothing. 這沒(méi)什么。Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ)征詢語(yǔ)(Asking & inquiring): 38) Ca

19、n(May ) I help you ? Yes ,please . 我能幫您什么嗎？好的。39) What can I do for you ? 我能為您干點(diǎn)什么嗎？ 40) Is there anything else I can do for you ? 有什么我能為您效勞的？41) Just a moment , please . 請(qǐng)稍等一下。 42) May I have your signature here, sir? 請(qǐng)您在這里簽名。 43) May I take your order now? 可以點(diǎn)菜了嗎？ 44) Would you to have a cup of te

20、a? 您來(lái)一杯茶嗎？Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ)指路用語(yǔ)(Directing): 45) Let me show you. 我給您帶路吧。/ 我指給您看。 46) Go straight ahead. 直走。 47) It will be on your right hand side. You cant miss it. 就在您的右手邊。您會(huì)看到的。 48) Its on the second(third) floor. 在二(三) 樓49) Excuse me. Where is the washroom？(restroom , elevator) 對(duì)不起，請(qǐng)問(wèn)盥洗室(電梯) 在哪兒？

21、 This way ,please. 請(qǐng)這邊走。 50) Turn left/right at the first exist. 在第一個(gè)出口往左(右) 轉(zhuǎn)。51) Go down to the lobby. 往下走到大堂。 52) Please take the lift to the 3rd floor. 請(qǐng)乘電梯到三樓。Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ)提醒用語(yǔ)(Arousing attention): 53) Mind(Watch) your step. 請(qǐng)走好。54) Please be careful. 請(qǐng)當(dāng)心。55) Please dont leave anything behin

22、d. 請(qǐng)別遺忘您的東西.56) Dont worry，madam. Well see to it. 夫人，請(qǐng)別擔(dān)心。我們會(huì)跟進(jìn)這件事情的。57) Please take it easy , madam. 夫人，請(qǐng)慢慢來(lái)。58) Please dont smoke here. 請(qǐng)不要在這里抽煙。Part 1酒店基礎(chǔ)禮貌服務(wù)用語(yǔ)告別語(yǔ)(Saying good-bye): 59) Goodbye. (and have a nice day) 再見(jiàn)！祝您愉快！60) See you later. 等會(huì)見(jiàn)。61) Good night. 晚安。62) See you tomorrow. 明天見(jiàn)。63)

23、Goodbye and thank you for coming. 再見(jiàn)，謝謝您的光臨。64) Goodbye and hope to see you again. 再見(jiàn)，希望再見(jiàn)到您。65) Have a nice trip! 一路平安！66) Wish you a pleasant journey! Good luck! 祝您旅途愉快！返 回Part 2 The Front Office前臺(tái)服務(wù) Unit 1 Room Reservations 預(yù)訂客房 Unit 2 Reception 迎賓接待 Unit 3 Check-in 入住賓館 Unit 4 To Deliver Luggage

24、 提送行禮 Unit 5 Complaining of Service 投訴服務(wù) Unit 6 Check-out 結(jié)賬離店返 回Part 2 The Front Office 前臺(tái)服務(wù)/ 預(yù)訂客房Sentences必背金句 For which dates?/ When for? 預(yù)訂什么時(shí)間的？ Which kind of room would you like? 你想要什么要的房間？ We have a twin at 580 yuan(RMB) and another at 380 yuan (RMB), Which would you prefer? 我們有一間人民幣580元和一間38

25、0元的雙人間，您想訂哪一間？ Im sorry, sir. We are fully booked on that day. 對(duì)不起，先生。我們那天的 房間已經(jīng)訂滿。 We dont have any vacancies for that day. 那天我們沒(méi)有空房了。 Is it possible for you to change your reservation date? 您可不可以訂別的 時(shí)間的？ May I have your name/ your phone number/ your passport number? 我可 以知道您的名字、電話號(hào)碼、護(hù)照號(hào)碼嗎？ Id like

26、to confirm your reservation. 我要確認(rèn)一下您的預(yù)訂。Part 2 The Front Office 前臺(tái)服務(wù)/ 預(yù)訂客房 Dialogue A: Room Reservations. What can I do for you? B: Yes . Id like to cancel a reservation , for the travel schedule hasbeen changed. A: Thats OK. Could you tell me in whose name the reservation made? B: James. A: And the

27、 date of the reservation? B: From June 10th for 3 days. A: Excuse me, but is the reservation for yourself or for another party? B: Its for my brother. A:Well, may I have your name and phone number , please? B: Yes, its Hellen Green, and my number is 229-4298 A: Thank you, madam. I will cancel the re

28、servation for June 10the for 3days. We look forward to another chance to serve you. B: Thank you all the same. A:Its my pleasure.Part 2 The Front Office 前臺(tái)服務(wù)/ 迎賓接待 Sentences必背金句 Welcome to our hotel. 歡迎來(lái)我們酒店。 Follow me please. 請(qǐng)跟我來(lái)。 Hope your enjoy your stay. 希望您住宿愉快！ Good afternoon, madam and sir.

29、Did you have a nice trip? 太太，先生 下午好！旅途愉快嗎？ I hope you will enjoy your stay with us. 希望您在我們酒店過(guò)得愉快！Part 2 The Front Office 前臺(tái)服務(wù)/ 迎賓接待 Dialogue 1A: Good morning. Welcome to Fudu Hotel. 早上好！歡迎來(lái)富都飯店。B: Good morning.早上好！A: How many pieces of baggage do you have? 您有多少件行李？B: Just there four. 就這四件。A: This wa

30、y, please. 這邊請(qǐng)。Dialogue 2A: Good afternoon. Welcome to Fudu Hotel. 早上好！歡迎來(lái)富都飯店。B: Thanks. Good afternoon. 下午好，謝謝！A: Im the doorman, sir. Let me help you with your baggage. 我是門童， 先生，讓我來(lái)幫您提行李。B: Its so kind of you. 你真是太好了。A: The reception desk is straight ahead. After you. Please. 接待處就在前面，請(qǐng)您先走。Part 2

31、The Front Office 前臺(tái)服務(wù)/ 入住賓館Sentences必背金句 Have you made a reservation, sir? 先生，您預(yù)訂了嗎？ Let me see if theres a room available. 我查一下是否有空房。 Will you please fill in the registration form? 請(qǐng)您填一下這個(gè)登記表可以嗎？ Heres the key to Room 908 and your room card. Please keepthem. 這是908房間的鑰匙和您的房卡。請(qǐng)您收好。 May I reconfirm yo

32、ur departure date? 我能再確認(rèn)一下你們離店的日期嗎？Part 2 The Front Office 前臺(tái)服務(wù)/ 入住賓館 Dialogue 1A: Good afternoon. Can I help you, sir? 下午好，先生。我能為您做些什么B: Good afternoon .Id like to check in.下午好，我想要辦理住宿登記。A: Do you have a reservation? 您是否預(yù)訂了房間？B: Yes, I do . My name is Betty Gables. 是的，我的名字是貝蒂 蓋伯斯。 A: Thank you, Mis

33、s Gables. Let me check the computer謝謝您，蓋伯斯小姐，我來(lái)查一下電腦。B: Sure. 好的。A: You re staying for three days, correct? 您要住3天，對(duì)嗎？B: Thats right. 沒(méi)錯(cuò)。Part 2 The Front Office 前臺(tái)服務(wù)/ 入住賓館 Dialogue 2A: Good afternoon. Welcome to the Shangri-la Hotel. May I help you?午安，歡迎光臨香格里拉大酒店。能為您效勞嗎？B: Yes, Id like to check-in, p

34、lease. 我要登記住宿。 A: Certainly, sir. May I have your name, please? 好的，請(qǐng)問(wèn)大名？B: Yes, its Robert Zimmerman. 我叫勞勃特西摩門。 A: Do you have a reservation with us, sir? 先生，您有沒(méi)有預(yù)約？ B: Yes, for tonight. 有的，預(yù)約今晚。A: Just a moment, please. Ill check our reservation recordThank you for waiting, sir. Your reservation is

35、 for a single room for three nights. Could you fill out the registrations card, please? 請(qǐng)稍后，我查一下預(yù)約 記錄。讓您就等了，您預(yù)約了3個(gè)晚上的單人房。請(qǐng)?zhí)顚戇@張登記卡好嗎？B: Sure. (fill out card). 好的。（填寫卡片）Part 2 The Front Office 前臺(tái)服務(wù)/ 入住賓館 A: May I reconfirm your departure date? 請(qǐng)?jiān)俅_認(rèn)您要哪一天離開好嗎？B: Yes, I should be leaving on the 5th. 好的，我

36、會(huì)在5號(hào)離開。A: How would you like to make payment? 您要如何付款？B: By American Express Card. 用美國(guó)運(yùn)通信用卡。 A: May I take a print of the card, please? Thank you sir. Your room is #543 on the 5th Floor. Just a moment, please. A bell man will show you to your room. I hope you will enjoy your stay. 讓我刷一下您的信用卡，好嗎 ？謝謝您，

37、先生。您的房間是五樓的543號(hào)。請(qǐng)稍后，服務(wù)員會(huì)帶您過(guò)去，希望您住得愉快！返 回Part 2 The Front Office 前臺(tái)服務(wù)/ 提送行李必背金句 Sentences How many pieces of baggage do you have? 您有幾見(jiàn)行李？ Watch your step, please. 請(qǐng)小心走。 May I put your bags here? 我可以把行李放在這兒?jiǎn)幔?Is this your baggage? 這是您的行李嗎？ Is this all you have? 這是您所有的東西嗎？ Ill get the baggage up to you

38、r room. 我會(huì)把行李送到您的房間去的。Part 2 The Front Office 前臺(tái)服務(wù)/ 投訴服務(wù) dialogue 1A: Excuse me.對(duì)不起。B: Yes, Mr. Hendrickson. Can I help you?您好，亨德里克森先生。要我?guī)湍鷨幔緼: Yes. Id like to complain. This bill is wrong. Ive been overcharged. It says I sent two faxes from your business centre, but Ive never even been know where i

39、t is!是的，我要投訴，這個(gè)賬單不對(duì)，多收我錢了。帳單上說(shuō)我在商務(wù)中心發(fā)了兩份傳真，可我根本就沒(méi)去過(guò)那兒，我甚至不知 道它在什么地方？B: I see, Mr. Hendrickson, So youve been charged for faxes you didnt send?明白了，亨德里克森先生，您是說(shuō)您沒(méi)有發(fā)過(guò)傳真，我們卻向您收 錢了？A: Yes, thats right. Im on holiday here. Why would I want to send faxes?是 的，沒(méi)錯(cuò)。我是來(lái)這兒度假的，為什么要發(fā)傳真呢？Part 2 The Front Office 前臺(tái)服務(wù)

40、/ 投訴服務(wù)B: Mm, yes, I understand. Can you just wait one moment while I checkwith the business centre? 嗯，好的，我知道了。請(qǐng)您稍等一會(huì)，我來(lái)問(wèn) 問(wèn)商務(wù)中心，好嗎？A: Ok. 好的。B: Could I have your passport, please, Mr. Hendrickson? 我看一下您的護(hù) 照，好嗎，亨德利克森先生？A: Yeah, here you are. 給你。B: Thank you sirHello, Business Centre? Ive been speaking to(fade). 謝謝您，先生.喂，商務(wù)中心嗎？.我剛才在.（漸弱）A: Well, sir, Im terribly sorry, but it appears weve made a mistake. The business