《酒店英語(yǔ)培訓(xùn)》課件

服務(wù)英語(yǔ)（一）BestWesternHotelHumanResourseServiceEnglish于同一波段思維用同一語(yǔ)言交流在同一平臺(tái)做事1培訓(xùn)ppt服務(wù)英語(yǔ)（一）BestWesternHotelSeNACY2培訓(xùn)pptNACY2培訓(xùn)pptITEMSGreeting問(wèn)候Thanks致謝Apologies致歉Directions指路Festivals節(jié)日Department各部門名稱Facility設(shè)施CourtesyEnglish禮貌英語(yǔ)3培訓(xùn)pptITEMSGreeting問(wèn)候3培訓(xùn)pptEnglishTraining

communicationEnglishservice溝通服務(wù)4培訓(xùn)pptEnglishTrainingcommunGreeting問(wèn)候（FirstMeeting第一次見(jiàn)面時(shí)打招呼）問(wèn)：Howdoyoudo?答：Howdoyoudo?Nicetomeetyou/GladtomeetyouNicetomeetyoutoo.很高興見(jiàn)到你5培訓(xùn)pptGreeting問(wèn)候（FirstMeeting第一次見(jiàn)Greeting問(wèn)候Howareyou?你好嗎Fine,thankyou,andyou?我很好，謝謝你，你呢？Howareyoudoing?你好嗎？Well,thankyou很好，謝謝6培訓(xùn)pptGreeting問(wèn)候Howareyou?你好嗎6培訓(xùn)pGreeting問(wèn)候祝您過(guò)得愉快！Haveagoodtime!你看起來(lái)氣色不錯(cuò)。

Youlookfinetoday我很高興你這么認(rèn)為Iamgladyouthinkso.7培訓(xùn)pptGreeting問(wèn)候祝您過(guò)得愉快！7培訓(xùn)pptGreeting問(wèn)候Howiseverythinggoingwithyou你最近好嗎？Notbusy/Soso.

還行，不忙/一般。Howaboutyourfamily?您的家人最近好嗎8培訓(xùn)pptGreeting問(wèn)候HowiseverythinggThanks致謝Thanks謝謝Thankyou謝謝你！Thanksalot多謝！Thankyouforyourhelp謝謝你的幫助！9培訓(xùn)pptThanks致謝Thanks謝謝9Youarewelcome您太客氣了

It’smypleasure

這是我的榮幸That’sallright不用謝！Notatall沒(méi)什么

Don’tmentionit何足掛齒10培訓(xùn)pptYouarewelcome10培訓(xùn)ppt

Apologies致歉Excuseme請(qǐng)?jiān)?打擾一下Iamsorry.對(duì)不起Iamawfullysorry.我真的很抱歉It’smyfault.這是我的錯(cuò)Iapologizeforthis.我為此感到很抱歉11培訓(xùn)pptApologies致歉Excuseme請(qǐng)?jiān)?Directions指路Goupstairs/downstairs.上樓It’sonthe2ndfloor.在二樓Thisway,please.Turnleft/right這邊請(qǐng)，向左/右轉(zhuǎn)Thiswaytotheelevator.這條路通往電梯Followme,please.請(qǐng)跟我來(lái)12培訓(xùn)pptDirections指路Goupstairs/dowFestivals節(jié)日NewYear新年

NewYear’sDay元旦

SpringFestival春節(jié)

SaintValentine’sDay情人節(jié)HappyBirthday生日快樂(lè)MerryChristmas圣誕節(jié)

13培訓(xùn)pptFestivals節(jié)日NewYear各部門名稱

1.ExecutiveOffice(EO)總辦2.FrontOffice(FO)前廳部3.FoodandBeverage(FB)餐飲部4.Housekeeping(HK)房務(wù)部5.HumanResource(HR)人力資源部6.SalesandMarketing(SM)市場(chǎng)營(yíng)銷部7.FinancialDepartment(FIN)財(cái)務(wù)部8.EngineeringDepartment(ENG)工程部9.SecurityDepartment(SEC)安保部10.PurchasingDepartment(pur)采購(gòu)部14培訓(xùn)ppt各部門名稱14培訓(xùn)pptWestern中餐廳Chinese西餐廳Coffee咖啡廳Bar15培訓(xùn)pptWestern中餐廳Chinese西餐廳Coffee咖CarPark停車場(chǎng)PBusinessCenterVISACreditCardConferenceRoom會(huì)議室商務(wù)中心16培訓(xùn)pptCarParkPBusinessVISACreditLuggageService行李服務(wù)BellService17培訓(xùn)pptLuggageService行李服務(wù)BellServicSafetyDepositBox貴重物品寄存18培訓(xùn)pptSafetyDepositBox貴重物品寄存18培訓(xùn)ppmorning/wakeupcall叫醒服務(wù)19培訓(xùn)pptmorning/wakeupcall叫醒服務(wù)19培訓(xùn)ppRoomService送餐服務(wù)20培訓(xùn)pptRoomService送餐服務(wù)20培訓(xùn)pptCurrencyExchangeIDDShoppingArcade長(zhǎng)途InternationalDirectDail21培訓(xùn)pptCurrencyExchangeIDDShopping長(zhǎng)NightClubtenniscourtsswimmingpoolSaunna桑拿浴22培訓(xùn)pptNightClubtenniscourtsswimminL&F失物招領(lǐng)FlowerOrdering鮮花預(yù)訂LostandFound23培訓(xùn)pptL&F失物招領(lǐng)FlowerOrdering鮮花預(yù)訂LoShoeShineService擦鞋服務(wù)24培訓(xùn)pptShoeShineService擦鞋服務(wù)24培訓(xùn)ppt洗衣服務(wù)laundryService25培訓(xùn)ppt洗衣服務(wù)laundryService25培訓(xùn)pptCourtesyEnglish禮貌英語(yǔ)1、旅游愉快嗎？Didyouhavetonicetrip？2、我是接待員（行李員、電梯員、話務(wù)員、收帳員、電工、清潔工、洗衣工、廚師、餐廳服務(wù)員、調(diào)酒員、美容師）。Iamthereceptionist.（porter/liftoperator/operator/cashier/electrician/cleaningpersonLaundryworker/cook/waiter,waitress/bartender/beautician）.3、需要我?guī)兔?？WhatcanIdoforyou?4、還需要些什么？WhatelseIcandoforyou?5、請(qǐng)稍等一會(huì)兒。Justamoment，please.26培訓(xùn)pptCourtesyEnglish禮貌英語(yǔ)1、旅游愉快嗎？26、請(qǐng)稍等一會(huì)兒。Justamoment，please.7、很高興為您服務(wù)。Iamalwaysatyourservice.8、希望您在這里住得愉快。Ihopeyouwillenjoyyourstaywithushere.9、對(duì)不起，給您添麻煩了。Iamawfullysorrytohavecausedyousomuchinconvenience.10、如果您需要什么幫助，請(qǐng)及時(shí)告訴我。JustletmeknowifthereisanythingIcandoforyou.11、這邊請(qǐng)。Thisway,please.12、請(qǐng)走這邊。Wouldyoucaretostepthisway,please?27培訓(xùn)ppt6、請(qǐng)稍等一會(huì)兒。27培訓(xùn)ppt13、您先請(qǐng)。Afteryou.14、對(duì)不起，我馬上就過(guò)來(lái)。Excuseme,I’llbewithyouinaminute.15、能告訴我您的姓名嗎？MayIhaveyouname?16、對(duì)不起，讓您久等了。Sorrytohaveyoukeptwaiting.17、您能填一下這張表嗎？Wouldyoupleasefillinthisform?18、您如何付帳，是現(xiàn)金還是信用卡？Howareyougoingtopay,incashorbycreditcard?19、對(duì)不起，我能進(jìn)來(lái)嗎？Excuseme,mayIcomein?28培訓(xùn)ppt13、您先請(qǐng)。28培訓(xùn)ppt20、您可以坐這部電梯到客房。Youmaygotoyourroombythiselevator.21、我馬上為您查一下。Letmehaveacheckforyou.22、祝您生意興隆。Iwishyouagoodbusiness.23、Whatkindofroomwouldyoulike,sir?

先生，您要什么樣的房間？24、MayIknowyournameandyourroomnumber,please?

我可以知道您的名字和房間號(hào)碼嗎？25、Here’syourroomkey.

這是您的房間鑰匙。

26、I’msorrytokeepyouwaiting,sir.WhatcanIdoforyou?

先生，對(duì)不起，讓您久等了。我能為您做點(diǎn)什么嗎？

27、MayIknownyourname,please?

請(qǐng)問(wèn)尊姓大名？（不認(rèn)識(shí)客人時(shí)用）

29培訓(xùn)ppt20、您可以坐這部電梯到客房。29培訓(xùn)ppt28、I’msorry,sir.Ourhotelroomsareallbookedatthismoment.Wehavenovacancy.

對(duì)不起，先生。我們已經(jīng)客滿，沒(méi)有空房間。29、Hereisyourbill,sir.

先生，這是您的帳單。

30、Pleasesignher