飯店公共英語

1、飯店公共英語職工部分一、職位名稱首席執(zhí)行官，類似總經(jīng)理、總裁，是企業(yè)的法人代表CEO(Chief Executive Officer)駐店經(jīng)理 Resident Manager總經(jīng)理 GM-General Manage副總經(jīng)理 DGM- Deputy General Manager/ Vice General Manager總經(jīng)理助理 Assistant to General Manager總經(jīng)理秘書 Executive Secretary首席財務(wù)官，類似財務(wù)總經(jīng)理 CFO(Chief Financial Officer)人力資源總監(jiān) HRD(Human Resource Director)客

2、務(wù)部總監(jiān) DOR- Director of Rooms/ Housekeeping前廳部經(jīng)理 FOM-FRONT OFFICE MANAGER前廳部副經(jīng)理 Asst . Front Office Manager大堂經(jīng)理 AM-ASSISTANT MANAGER當(dāng)值經(jīng)理 DM-Duty Manager賓客關(guān)系經(jīng)理 Guest Relation Officer /GRO禮賓部經(jīng)理/主管 Chief Concierge 前臺主管 Front Office Supervisor 行李員 Bellboy女禮賓員 Door Girl 禮賓司 Door Man 接待員 Receptionist總臺收款員 F

3、/O Cashier車隊隊長 Chief Driver / Driver Captain司機Driver出租車訂車員 Taxi Service Clerk商場營業(yè)員 Shop Assistant行政管家 Executive Housekeeper行政副管家 Assistant Executive Housekeeper樓層主管 Floor supervisor樓層領(lǐng)班 Floor Captain客房服務(wù)員 Room Attendant 洗衣房經(jīng)理 Laundry Manager 公衛(wèi)主管：PA Supervisor洗衣房主管：Laundry Supervisor布草主管：Uniforms Su

4、pervisor服務(wù)中心領(lǐng)班：Service Center Captain公衛(wèi)領(lǐng)班：PA Captain水洗領(lǐng)班：Laundry Captain 干洗領(lǐng)班：Dry Clean Captain 布草領(lǐng)班：Uniforms Captain倉管員 Storeroom Keeper清潔工：P.A /Public Area客房服務(wù)員：Room Attendant縫紉工：Seamstress 熨燙工：Presser洗滌工：Washer萬能工 Fitting-up Worker財務(wù)總監(jiān) Financial Controller 財務(wù)部經(jīng)理 Chief Accountant 成本部經(jīng)理 Cost Contro

5、ller采購部經(jīng)理 Purchasing Manager 采購部主管 Purchasing Officer 總出納 Chief Cashier夜審計員 Night Auditor 信用管理員 Credit Clerk 應(yīng)收款管理員 A/R Clerk往來款結(jié)算員 Accounting Clerk 收入費用結(jié)算員 Accounting Clerk 成本核算員 Cost Clerk驗貨員 Receiving Clerk銷售部總監(jiān) DOM- Director of Sales and Marketing公關(guān)經(jīng)理 P.R.Manager / Public Relation Manager銷售經(jīng)理 Sa

6、les Manager 銷售代表 Sales Executive 美工 Artist銷售中心預(yù)訂員 Sales CenterReservation Clerk工程總監(jiān) Chief Engineer工程部經(jīng)理 Engineering Manager值班工程師 Duty Engineer 電腦部經(jīng)理 EDP Manager DJ 部主管 DJ Supervisor DJ 員：DJ保安部經(jīng)理 Security Manager 保安部主管 Security Supervisor 警衛(wèi)領(lǐng)班 Security Captain門衛(wèi) Entrance Guard巡邏員 Patrol Guard監(jiān)控員 TV M

7、onitoring Clerk餐飲總監(jiān) F&B Director餐飲部經(jīng)理 F&B Manager西餐廳經(jīng)理 Western Restaurant Manager 中餐廳經(jīng)理 Chinese Restaurant Manager 咖啡廳經(jīng)理 Coffee Shop Manager拓展部經(jīng)理：Marketing Manager樓面經(jīng)理：Service Manager 餐飲部秘書 F&B Secretary 領(lǐng)班 Captain迎賓員/咨 客 Hostess餐廳收款員 F&B Cashier領(lǐng)班：Captain高級服務(wù)員：Senior Waiter & Waitress服務(wù)員 Waiter ,wa

8、itress 傳菜 Pantry man/girl 實習(xí)生：Trainee行政總廚 Executive chef中廚師長 Chef of Chinese Kitchen 西廚師長 Chef of Western Kitchen 西餅主管 Chief Baker西餅主管 Chief Baker 點心工：Pastry Cook 燒味廚師：Grill Chef 廚工：Cook Assistant管事部主管：Steward Supervisor洗碗工：Dishwasher 管事清潔工：Cleaner人力資源部經(jīng)理 Manager of Human Resources人力資源部副經(jīng)理 Assistant

9、 Manager of Human Resources人事培訓(xùn)經(jīng)理P&T Manager福利勞資員Payroll Clerk文員 Secretary職工宿舍管理員 Dormitory Keeper職工餐廳勤雜工 StaffRestaurant Cleaner二、部門名稱人力資源部 HR-Human Resources Department培訓(xùn)部 Training Department質(zhì)檢部 Quality Inspection Department保安部 Security Department行政辦公室 Executive Office財務(wù)部 Accounting Department采購部

10、Purchasing Department 成本部 Cost-control Department 審計部 Auditor Department市場營銷部 sales & Marketing Department公關(guān)部 Public Relation Department預(yù)訂部 Reservation Department客務(wù)部 Room Division前廳部 FO -Front Office Department前臺 FD-FRONT DESK禮賓部 CONC-CONCIERGE商務(wù)中心 BC-BUSINESS CENTER管家部/客房部 HK-Housekeeping Departmen

11、t餐飲部 F&B-Food & Beverage Department西餐廳 WR-Western Restaurant r中餐廳 CR-Chinese Restaurant康樂部 Recreation and Entertainment Department工程部 ENG -Engineering Department電腦部 E.D.P.- Electronic Data Processing Dept.三、專業(yè)術(shù)語GOP 總經(jīng)營利潤:Gross Operating Profit;RevPAR 平均每間可賣房間的收入:Revenue Per Available Room ; GSTS 賓客意

12、見調(diào)查系統(tǒng):Guest Satisfaction Tracking System; ESPS 職工滿意度調(diào)查:ESPS=Employee Satisfaction Pulse Survey ; SOP(標(biāo)準(zhǔn)經(jīng)營程序): SOP= Standard Operating ProceduresFIT (散客):FIT=Fully Independent Traveler ; DND (請勿打攪):DN D= Do Not Disturb ;VIP (非常重要的人)：VIP= Very Important Person ; OBFOriental breakfast 中式早餐BBFBuffet bre

13、akfast自助早餐大家!See y 3、Make yourself at home請不要拘禮。四、中英文對照飯店職工常用英語100 句一、日常問候：1、Welcome to our hotel./ Galactic Peace International Hotel歡送來到我們酒店。 /嘉萊特和平國際酒店。2、Thank you for staying in our hotel.感謝您下榻我們酒店。4、Good morning /Good afternoon/ Good evening，sirmadam/ladies and gentlemen.早上好/下午好/晚上好，先生夫人/女士先生們。

14、5、Good night. See you Tomorrow./see you latter晚安。 明天見。/回頭見6、How are you today ，Mr/Mrs Brown？Nice to meet you./it is very nice to meet youIm fine. Thank you.你好嗎？布朗先生/夫人。見到你真高興。我很好，謝謝你。7、Have a good time！ 祝你們玩得愉快！8、Have a nice evening！ 祝你晚上愉快。9、Im the receptionist here ，welcome to our hotel.我是這兒的接待員，歡

15、送來到我們酒店。二、處理日常事物：10、May I know your name，sirmadam？ 我可以知道你的名字嗎？先生小姐。11、Heres a letter for you .這兒有你的一封信。12、youre wanted on the phone. /hold the line please有你的。/請別掛斷13、Im Alice ，Im here to meet you.我叫愛麗絲，我是來接您的。14、Would your please sign here ？ -用于詢問客人的意愿請在這兒簽名好嗎？15、Could you please spell your name ？ 請

16、拼一下你的名字，好嗎？16、May I have your telephone number ？ -用于自已想做什么事情的時候我可以知道你的號碼嗎？17、Whats the trouble， sir？ 你怎么啦？先生。18、Do you like this room?你喜歡這間房嗎？19、Its up to you 由你決定。20、Ill fix you Up 我會幫你打點的。21、Ill check it outI cant guarantee anything, but Ill try my best.我去查查看。我不能保證，但我會盡力而為。22、Have you a reservatio

17、n? May I know your name and room number?您預(yù)定過了嗎？您能告訴我您的名字與房間號嗎？23、What do you think of our service?您對我們的服務(wù)有什么意見？24、Would you like me to call a taxi for you ？ 你需要我為你叫一輛出租車嗎？25、Reservations /(Front desk )，May I help you ？ 預(yù)訂部/前臺，我能幫你嗎？26、Room service ，May I come in ？ 送餐服務(wù)/房內(nèi)用膳，我可以進(jìn)來嗎？ 27 、How long do y

18、ou plan to stay ？ 你計劃住多久。28、What kind of room would you like ？ 你要哪類房間？/單人床/大號雙人床/雙人床 29、Who is speaking, please?請問您是誰？( 用語) 30、Here is your receipt. 這是你的收據(jù)。31、Enjoy you breakfast ，sir ？請享用你的早餐，先生。/玩得愉快/享受生活32、Here is the menu.給你菜譜。33、The service guide is on the desk?服務(wù)指南在桌面上。34、Please consult 參考 the

19、 song list 。請翻閱點歌單。35、Sorry, he is not in at the moment./wait moment please對不起，他現(xiàn)在不在。36、Would you like to leave a message?您要留口信嗎？/留言/書面留言/口頭留言37、Go upstairs/downstairs.(樓梯)上樓/下樓。38、This way, please.請這邊走39、Turn left /right.往左轉(zhuǎn)/右轉(zhuǎn)。40、What would you like to have, coffee or tea?您要喝咖啡還是茶？41、Here is a bro

20、chure of our hotel and tariff.這是介紹我們飯店的小冊子和價目表。42、In our hotel we dont accept tips.我們飯店是不收小費的。43、You may pay by cash or by credit card.您可以付現(xiàn)金也可以用信用卡或者是旅行支票。44、So you have got altogether four pieces of baggage?您一共帶了 4 件行李，是不是？45、Have you got through with the check-in procedure?你是否已經(jīng)辦妥住宿登記手續(xù)？46、This i

21、s a receipt for paying in advance. Please keep it.這是預(yù)付款收據(jù)，請收好。47、Sorry, we have no vacant (spare) room for you.對不起，我們已經(jīng)客滿了。48、Yes, we do have a reservation for you.對了，我們這兒是有您預(yù)訂的房間。49、And here is your key, Mr.Bradley. Your room number is 1420.給您房間的鑰匙，布拉德利先生。您的房間號碼是1420。50、It is on the 14th floor and

22、the daily rate is $90.房間在 14 層，每天的房費是 90 美元。51、Ill take a look at the hotels booking situation.我來查看一下本店房間的預(yù)訂情況。52、Im glad that well be able to accept your extension request.很高興我們有方法接受您延長住宿的要求。53、Well, if you need anything else, please call room service.如果你有什么事，請叫房間服務(wù)。54、Just a minute, please. Ill se

23、e if he is registered.請稍等，我看看他是否登記了。55、Mr. Brown said hes waiting for you in his room.布朗先生說他在房間里等您。56、Housekeeping. May I come in?我是客房的，可以進(jìn)來嗎？57、When would you like me to do your room, sir?您要我什么時間來給你打掃房間呢，先生？ 58、May I do the turn-down service for you now? 現(xiàn)在可以為您收拾房間了嗎？59、Certainly, madam. Ill let th

24、e over-night staff know.當(dāng)然可以，女士。我會轉(zhuǎn)告夜班服務(wù)員。60、Its growing dark. Would you like me to draw the curtains for you?天黑下來了，要不要我拉上窗簾？61、Well manage it, but we dont have any spare room today.我們會盡力辦到，但是今天我們沒有空余房間。62、Could you wait till tomorrow?等到明天好嗎？ 三、提供幫助：63、May I help you /Can I help you？/ What can I do

25、for you ？我能幫你嗎？64、May I take your bag/ suitcase for you？=May I help you with your bag/ suitcase？=Would you like me to take your bag/ suitcase for you?我能幫你拿你的包/箱子嗎？65、Anything else?還要別的嗎?66、What can I show you.您要買什么？67、Excuse me. Have you any laundry?對不起，請問有沒有要洗的衣服？68、If you have any, please just lea

26、ve it in the laundry bag behind the bathroom door.如果您有衣服要洗，請放在浴室門后的洗衣袋里。69、And if there is anything more you need, please let us know.如果還需要別的什么東西，請告訴我們。70、Ill send for an electrician from the Engineering department.我去請工程部的電工來。71、At what time would you like us to call you tomorrow morning?您想讓我們明天早上什么

27、時候叫醒您？72、Would you like a morning call?您要叫醒服務(wù)嗎？73、Your name and room number, please?請問您的和房間號碼？ 四、回應(yīng)感謝：74、Dont mention提及，說起 it.不用謝。75、Its my pleasure. (愉快快樂)這是我的榮幸。76、Im always at your service ，sir madam。隨時為你效勞，先生小姐。五、抱歉：77、Im very sorry.真對不起。78、Im sorry to have kept you waiting 。對不起讓你久等了。79、Im sorry to have taken so much of your time.對不起占用你太多時間了。80、Sorry, Ive dialed the wron