酒店基礎(chǔ)英語(yǔ)培訓(xùn)課件

1、The Hotel English酒店基礎(chǔ)英語(yǔ)培訓(xùn)酒店禮儀關(guān)于禮儀What is etiquette?禮貌言行舉止儀表穿著打扮專業(yè)專業(yè)的服務(wù)得體不冷漠、不過(guò)分、不做作周全服務(wù)到位、照顧周全Tips 小貼士:在面對(duì)語(yǔ)言不通的外籍人士時(shí)，一定要多加利用手勢(shì)和肢體語(yǔ)言。用短句，簡(jiǎn)化自己的英語(yǔ)表達(dá)從而避免錯(cuò)誤。Items 內(nèi)容 Greeting 問候與歡迎 Direction 指路與帶領(lǐng) Thanks 感謝與回答 Apologies 致歉與答復(fù) Check in 入住 Check out 退房 Farewell 道別Part one 問候與歡迎 Good morning. (用于中午以前) Good

2、afternoon. (用于中午至下午六點(diǎn)以前) Good evening. (用于下午六點(diǎn)過(guò)后) Hello/Hi! 您好！ How are you? 您好嗎？ Glad/nice to meet you. 見到您很高興。 Welcome to our hotel. 歡迎到我們的酒店來(lái)！ Nice to meet you again.很高興再次見到您。 Have a good rest. 祝您休息好！Part one 問候與歡迎情景1：當(dāng)國(guó)外客人來(lái)到大門前/前臺(tái)時(shí)1. Hello, sir! Welcome! 先生您好，歡迎！2. Good afternoon, sir! Welcome t

3、o Ibis Hotel/our hotel! 下午好先生，歡迎光臨宜必思酒店！3. Good evening, Ms. Nice to meet you in our hotel. May I help you? 晚上好小姐，歡迎光臨，請(qǐng)問我能為您服務(wù)嗎？Part two 指路與帶領(lǐng) Follow me, please. 請(qǐng)跟隨我來(lái)。 This way, please. 這邊請(qǐng)。 Its over there. 在那邊。（用手指明方向） Walk straight ahead. 一直往前走。 Turn left/right. 往左/右轉(zhuǎn)。 Go upstairs/downstairs. 上/

4、下樓。 Please go to the 2nd floor. 請(qǐng)到2樓。 Part TWO 指路與帶領(lǐng)情景2：當(dāng)國(guó)外客人需要前臺(tái)帶領(lǐng)或指明到某處時(shí)客人：Excuse me, wheres the toilet/restroom please? 請(qǐng)問洗手間在哪兒？回答：Its over there. Turn right at the corner, please. 在那邊，前面角落處右轉(zhuǎn)?；颍篜lease go to the 2nd floor. Youll see it after you get off the elevator. 請(qǐng)您上2樓，出電梯就可以看到。 客人：Thank you

5、. 謝謝！回答：My pleasure./You are welcome. 不客氣Useful Words 常用詞回顧1. 在哪里？Where is/Wheres?2. 衛(wèi)生間/洗手間toilet/restroom/washroom/water closet 3. 角落Corner4. 左/右轉(zhuǎn)Turn left/right 5. 樓層地面Floor一二三樓First/second/third floor1st/2nd/3rd/4th6. （從）下來(lái)Get off7. 電梯Elevator/liftPart three 感謝與回答（一）如何表達(dá)感謝？ Thank you (so/very mu

6、ch). 謝謝您（非常感謝）。 Thanks a lot.多謝。 Thank you for coming. 謝謝您的光臨。 Thank you for staying in our hotel. 感謝您在我們飯店下榻。 Thanks for your help. 謝謝你的幫助。 Im very grateful to you. 非常感謝您。 Part three 感謝與回答（二）感謝的應(yīng)答： You are welcome./Welcome! 不用謝。 My pleasure./With pleasure. 樂意效勞。 Dont mention it. 何足掛齒。 Its very kind

7、 of you./You are so kind.您真客氣。 Part three 感謝與回答（三） 情景3：當(dāng)國(guó)外客人向你表示感謝，要懂得接受他的謝意客人：Thank you! (Thanks a lot!)回答：My pleasure! 我的榮幸或 : Youre welcome! 不客氣Part four 致歉與答復(fù)（一）真誠(chéng)及時(shí)的道歉有時(shí)會(huì)很好的緩和尷尬氣氛 Excuse me. 請(qǐng)?jiān)?打擾一下 Im sorry./Sorry. 對(duì)不起 Im awfully/really sorry. 我真的很抱歉。 Its my fault. 這是我的錯(cuò)。 I apologize./I apolo

8、gize for you/it/this. 我抱歉。我向你道歉。Part four 致歉與答復(fù)（二）道歉的答復(fù)： Thats all right. 這沒什么。 Thats/Its OK. 沒事。 It doesnt matter. 沒關(guān)系。 Never mind. 不要緊，沒關(guān)系。 Lets forget it./Forget about it./Forget it. 算了吧！ Part five 入?。ㄒ唬┣榫?: 詢問是否有預(yù)訂問：Did you have a reservation with us? /Did you make a reservation, please? 您有預(yù)訂嗎？

9、客人： No, I just arrived in this place.沒有，我剛到這里?；卮穑篧e have single rooms, double rooms, suites and luxury suites in our hotel. 我們有單間、雙人間、套間和豪華套間。 What kind of room would you like/prefer? A single room or a double room? 您需要哪種房間？單人房還是雙人房？ 客人： I want a single room with window. 單人間，有窗戶回答：Im sorry, we dont

10、have any single rooms left/all single rooms have been booked, would you like a double room? 對(duì)不起，我們沒有單間了，雙人間可以嗎？客人：Yes, please. 可以。Part five 入?。ǘ┣榫?: 詢問入住天數(shù)、人數(shù) 問：How long do you plan/expect to stay?/How many days will you stay? 請(qǐng)問需要住幾天？ 客人：Two days, please.住兩天?；卮穑篛K. How many people are there, pleas

11、e? 您一起有幾個(gè)人？客人：Only myself. 只有我一個(gè)人?；卮穑?OK, sir. Please wait a moment/second.好的，請(qǐng)稍等。Part five 入住（三）情景6: 詢問房?jī)r(jià)客人：Whats the room rate today? 今天房?jī)r(jià)多少？回答：The price of a single room is 170 RMB per day./The single room rate is 170RMB per day.單間的房費(fèi)是每天170元?？腿耍篛K, Ill take it for two nights. 一個(gè)單人間，住兩晚?；卮穑篠ure, n

12、o problem. Thank you very much, sir. 沒問題，先生。非常感謝。Part five 入?。ㄋ模〤ould you give me your passport?/May I have your passport, please? 麻煩出示一下您的護(hù)照。 Your room number is 246 on the second floor. 您的房號(hào)是二樓的246室。 Heres your key card/room card. 這是您的房卡。 You may keep the room till 2PM./Youll have to leave/vacate

13、your room by 2PM. 您可以將房間保留到下午2點(diǎn)。Do you need a morning/wake-up call, please? 需要叫早服務(wù)嗎？We have breakfast for free on 2nd floor each morning from 7:30-9:30. 早餐免費(fèi)，每天上午7:30到9:30在2樓。Western Restaurant中餐廳Chinese Restaurant西餐廳Coffee Shop咖啡廳Bar酒吧Parking停車場(chǎng)PBusiness CenterVISACredit Card信用卡Conference Room會(huì)議室商務(wù)中心Luggage Service行李服務(wù)safe deposit box/safety box保險(xiǎn)箱morning/wake up call叫醒服務(wù)Night Club夜 總 會(huì)Tennis courtsSwimming PoolSauna桑拿浴洗衣服務(wù)Laundry Service