飯店總機(jī)文員速成專項(xiàng)培訓(xùn)

1、國泰飯店客房部文員英語培訓(xùn)PPT123456789*0#管理培訓(xùn)生課題報(bào)告袖珍13 客房服務(wù)中心0/ 總機(jī)947 工程（水工）949 工程（電工）946 庫房/布草房Marvin Liu Presents 1 內(nèi)線：客房服務(wù)中心內(nèi)線：您好！服務(wù)中心/總機(jī)！Operator, may I help you?叫醒服務(wù)借物相關(guān)維修相關(guān)客衣送洗Mirror 鏡子Toilet Paper 衛(wèi)生紙Bathrobe 浴袍 Towel 毛巾Follow Me ！詞匯熱身Dial132Safe Box 保險(xiǎn)箱Remote Control 遙控器 Bed Cover 床罩 Quilt 被子 Basic Vocab

2、ulary Internet Cable網(wǎng)線 Mineral Water礦泉水Whatre these？3Hair Dryer 吹風(fēng)機(jī) Ashtray 煙灰缸Tissue 紙巾Closet 壁櫥Bed Side Table 床頭柜Electric Kettle 電熱水壺Whatre those？Basic Vocabulary Whatre those？4考考你國泰飯店客房主要客用品配備Hanger 衣架 hComb 梳子Body Lotion 潤膚露Body Towel 浴巾bdi taulToothpaste牙膏tu:peistShaver/Razor剃須刀*國泰套間配備*明星套間配備Sl

3、ipper拖鞋 slip5下列物品需要在“客人借用物品登記表”上做記錄Pillow 枕頭Adaptor For ipad 蘋果電源適配器*客人有需求Universal Charger 萬能充Scissors剪刀Patch Board 接線板Iron 電熨斗*飯店共有5臺(tái)Iron Board 電熨斗板*須和熨斗同時(shí)送到客房 6叫醒服務(wù) Wake-up Service酒店住店客人的叫醒受理：1、May I have your name and your room number, please?能告訴我您的姓名和房號(hào)嗎？2、Could you tell me what time would you

4、like to get up ?/May I know your wake-up call time，please？請(qǐng)問您需要什么時(shí)間的叫醒？3、May I repeat your room number and the time , sir / madam ?我重復(fù)一遍您的房號(hào)和叫醒時(shí)間，好嗎？7Wake-up Call ServiceStaff：Operator, may I help you? 您好，總機(jī)，很高興為您服務(wù)！Guest：Id like to make a morning call at 06:45, and then 06:55 call me again. 我想要個(gè)明天早

5、上06：45分叫醒服務(wù)，然后06：55分再叫我一次。Staff：Certainly, madam. Your room number is 5003, and you need twice wake-up call service, the first time is at 06:45 and the second time is at 06:55, all right?好的，小姐，您的房間號(hào)是5003，您需要兩次叫醒服務(wù)，第一次叫醒時(shí)間是 06：45分，第二次叫醒時(shí)間是06：55分，對(duì)嗎？Guest：You are quiet right, please dont forget it, I

6、have to go to the airport tomorrow. 對(duì)極了，請(qǐng)不要忘記，我明天還要去機(jī)場。Staff：Please set your heart at rest, well call you on time. 請(qǐng)您放心，我們將會(huì)準(zhǔn)時(shí)叫醒您的。Guest：Thank you. 謝謝你。Staff：Have a good sleep. 晚安。Dialogue8淋浴噴頭 Shower水龍頭 FaucetToilet Bowl 馬桶Dialogue: Blocked Toilet 馬桶堵了Operator: Operator. May I help you?Anna: Yes, t

7、here seems to be something wrong with the toilet.Operator: Ill send someone to repair it right now. And may I have your name and room number, please?Anna: Anna from Room 3018.Operator: I see, wait a moment, please.Anna: OK, thanks a lot. 客人撥打13反映問題 服務(wù)中心做好報(bào)修記錄 文員撥打947通知水工前去維修9Dialogue: The Air Condit

8、ioner Doesnt WorkSwitch 開關(guān)Lora: This is Lora from Room 2004, Im afraid that the heating system doesnt work. Its very cold here.Room service: Did you switched on the air conditioner?Lora：Yes. I switched it on an hour ago, but the room is still very cold now.Room service: Were terribly sorry for that.

9、 Well send our staff to fix it now. Or do you want to change your room?Lora: I prefer not to move.Room service: What else can I do for you?Lora: Ah, Im afraid theres something wrong with the TV. The picture is wobbly.Room service: I see. Ill send an electrician to fix it right now.客人撥打13反映問題 服務(wù)中心做好報(bào)

10、修記錄 文員撥打949通知電工前去維修10Dialogue 客人撥打13（客房服務(wù)中心）咨詢洗衣相關(guān)事宜 文員用對(duì)講機(jī)呼叫樓層服務(wù)員上門收取客衣并送交布草房 946（布草房）來電通知文員做好當(dāng)日和次日應(yīng)回客衣記錄 待洗衣廠送回客衣后文員通知夜班服務(wù)員將洗衣送到客人房間Operator: Operator. May I help you?Guest: Yes, I have a laundry.Operator: May I have your room number?Guest: Six-Zero-Three-Five.Operator: OK, I see. Please put your

11、dirty clothes in the laundry bag, and I ll send someone right up to fetch your laundry immediately.Guest: By the way, could you tell me how long will it take to have my laundry done?Operator: It takes about twelve hours to wash your laundry. For quicker service, please tick “RUSH SERVICE”, but it wi

12、ll have a fifty percent additional charge.Guest: Twelve hours is ok. Thank you very much.Operator: Youre welcome.11Dialogue：Doing LaundryHousekeeping: Housekeeping. May I come in?Addison: Yes, Id like to have this laundry done, please.Housekeeping: Could you fill out the laundry form, please? Its in

13、 the drawer.Addison: Oh, I see. Ill do that then.Housekeeping: Thank you, sir. By the way, could you tell me how to wash your sweater?Addison: Well Id like this sweater washed by hand in cold water. It might shrink otherwise.Housekeeping: By hand in cold water. I understand, sir. 服務(wù)員：您好，服務(wù)員。我可以進(jìn)來嗎？愛

14、迪生：請(qǐng)進(jìn)，這些衣服要洗。服務(wù)員：請(qǐng)您填寫洗衣單，就放在抽屜里。愛迪生： 哦，好的。服務(wù)員：謝謝您，先生。順便問一下，您的毛衣該怎么洗？愛迪生：哦，這件毛衣要用冷水手洗，否則可能會(huì)縮水。服務(wù)員：用冷水手洗，我明白了，先生。對(duì)話場景：樓層服務(wù)員收取洗衣12外線：總機(jī) 0 / 65683366電話鈴響三聲接起，分別用中英文清晰報(bào)出酒店名稱： 您好！北京國泰飯店！Gotel Capital Hotel. May I help you?轉(zhuǎn)接分機(jī)電話占線無人接聽轉(zhuǎn)入客房長途電話指路相關(guān)國泰定制13Transferring Calls 轉(zhuǎn)接電話轉(zhuǎn)接時(shí)，對(duì)來電方要說： 請(qǐng)稍等！ Hold on ,pleas

15、e !Ill switch you to Room 4025.我馬上給您轉(zhuǎn)接4025房間?？倷C(jī)接線員轉(zhuǎn)接電話用語?！皊witch”字面意思是“開關(guān)”，這里引申為“轉(zhuǎn)接”。What number are you calling? 問客人需要轉(zhuǎn)接的號(hào)碼是多少，若是找人的電話，就問：Who would you like to talk to?請(qǐng)問受話人姓名？Could you hold the line, please? 請(qǐng)稍等一會(huì)好嗎？“hold the line” 是常用的電話用語，表示“別掛斷電話”。14The lines busy 電話占線電話占線時(shí)，要對(duì)客人說：對(duì)不起，電話占線，請(qǐng)您稍后再

16、撥。 Sorry, the line is busy. Please call back later! Dialogue:Staff：Gotel Capital Hotel. May I help you? 您好，北京國泰飯店，請(qǐng)問有什么可以幫您？Guest：Yes, I would like to speak to Rita Hong. 我想找一下麗塔.洪小姐。Staff：May I have the room number, please? 請(qǐng)問房間號(hào)碼是多少？Guest：5015.Staff：Ill put you through, sir. Sorry, the line is bus

17、y. 我?guī)湍舆^去，先生。不好意思先生，電話占線。Guest：Well, Ill call back later. 呃，我等一下再打來。Staff：Thank you for calling. 謝謝您的來電。15Nobody answer 無人接聽Staff：Gotel Capital Hotel. May I help you? 您好，北京國泰飯店，請(qǐng)問有什么可以幫您？Guest：Yes, I want to connect to room 6001, Mr. Ben. 幫我接通6001房，本先生。Staff：Certainly, madam. May I have your name, p

18、lease? 好的，夫人，請(qǐng)問您貴姓？Guest：Angela, his wife. 安吉拉，他的妻子。Staff：Wait a moment, please Mrs. Angela. Ill transfer you. Sorry to keep you waiting. Mrs. Angela, there is no answer, would you like to leave a message? 請(qǐng)稍等，安吉拉夫人，我?guī)湍D(zhuǎn)接，不好意思讓您久等了， 安吉拉夫人，電話沒有人接聽，請(qǐng)問您需要留言嗎？Guest：Yes. Please tell him to call me back t

19、onight at 10:00. 好的，請(qǐng)告訴他今晚10：00回我電話。Staff：Let me repeat it (repeat the message), ,Is that all right? 我重復(fù)一次，對(duì)嗎？Guest：Yes, you are quite right. Thank you. 是的，謝謝你。Staff：You are welcome. 不用客氣。Dialogue16 轉(zhuǎn)入客房A、 請(qǐng)問您找那位？ Who would you like to speak to ?B、 對(duì)不起，沒有這個(gè)姓名的客人。 Sorry , theres no guest with that na

20、me. C、 您能告訴我他是住客還是訪客？ Excuse me for asking but is he a visitor or a hotel guest?17Long distance call & International call (IDD)Staff: Good afternoon. Operator. How can I help you? 下午好！總機(jī)，能為您效勞嗎？Guest: Good afternoon. Id like to call my friend. He is staying in main building of the hotel. Could you p

21、ut me through? 下午好！我想打電話給住在酒店主樓的朋友，你可以幫我轉(zhuǎn)接嗎？Staff: For room-toroom calls, please dial the room number directly. There is no charge for house calls. 房與房之間互打請(qǐng)直接撥房間號(hào)即可，房間之間互打電話是免費(fèi)的。Guest: Thank you for the information. By the way, how shall I get through to a client in another hotel of the city? 謝謝你，順便

22、問一下，請(qǐng)問如何撥打本市的另一間酒店的電話呢？Staff: please dial 8 first and then the number. 請(qǐng)先撥8，然后再撥電話號(hào)碼。Guest: I see. Well, what about phone calls outside the city? Id like to call Guangzhou. 那外地電話又是怎么打呢？我想撥打廣州的電話。Staff: For calls outside the city, please dial 8 first and then the area code and the number. 打外地電話，請(qǐng)先撥8，

23、再撥區(qū)號(hào)和電話號(hào)碼。Guest: How can I make an international call? 請(qǐng)問國際電話又是怎么打呢？ Staff: The country codes are listed in the Service Directory in your room. Please dial 8 before the country code and then dial the area code and the number. 打國際長途電話，請(qǐng)先撥8、再撥國家號(hào)碼、區(qū)域號(hào)碼和電話號(hào)碼。另外所有國家的區(qū)號(hào)代碼在您房間內(nèi)的服務(wù)指南里都有標(biāo)注。Guest: I see. Tha

24、nk you very much. 我知道了，謝謝你。Staff: Youre welcome, sir. Thank you for calling. 不客氣，謝謝來電。18 為客人指路常用英語Route 1 (From West): Follow JianGuomen Avenue leading to the east, pull into the side road at the second traffic light. Then drive down to the side road, turn right when you see Bao Steel Building, turn left when you see No.119 Middle School at the end of the street. Gotel Capital is a