英语培训手册.doc

英语培训手册英语培训手册English Training Manual目录CONTENTSForeword 1 前言Part One 3 第一部分Courtesy English 基本礼貌用语Part Two 22第二部分Front Office Service 前厅服务Part Three 35 第三部分Housekeeping Service 客房服务Part Four 52 第四部分Food and Beverage Service 餐饮服务Part Five 71 第五部分Recreation Service 康乐服务前言Foreword步入全球知识经济时代后，中国饭店业与国际接轨日趋紧密。英语作为一种国际语言，是酒店员工与外宾交流的主要语言工具，已成为酒店员工需要掌握的一项基本技能。为进一步提高员工的英语水平，酒店人力资源部特编写了这本英语培训手册，以方便员工随时学习。1学以致用，是我们学习的最终目标。愿您不断在工作中找到学习的动力，在交流中获得分享知识的乐趣。人力资源部AS the world has already stepped into the era of knowledge economy, Chinas hotel industry is closely related to the international market. English, a word language, functions as a main tool or a basic ability for hotel staff to communicate with foreign guests. This English Training Manual is compiled by the Human Resources Department for the staffs study and improvement.Put what we learn into practice. Wish you would obtain motivation of the study from your working, and benefit from the learning.Human Resources Department基本礼貌英语Courtesy English一、欢迎问候语Welcome and Greeting1、 Good morning (afternoon, evening),sir (madam).早上（下午，晚上）好，先生（夫人）。2、 Welcome to our hotel.欢迎光临我们酒店。3、 Welcome to stay in hotel.欢迎住在我们酒店。4、 How do you do ?您好吗？25、 How nice to see you again. 真高兴再次见到您。6、I hope youll enjoy your staying here. 我希望你们在这儿逗留愉快。7、Have a nice stay with us.希望您与我们在一起时开心愉快。8、Did you have a nice trip?旅途愉快吗？二、祝贺语Congratulation1、 Congratulations.恭喜您。2、 Happy new year.新年快乐。3、 Happy birthday to you.生日快乐。4、 Merry Christmas.圣诞快乐。5、 Wish you every success.祝您成功。6、 Wish you good luck.祝您好运。7、 Have a good journey.祝您旅途愉快。8、 Have a nice weekend.祝您周末愉快。三、告别语Farewell1、 Goodbye.再见。2、 See you tomorrow.明天见。3、 Wish you come again.希望再次光临。4、 Have a good trip and saft journey. 希望您一路平安，旅途愉快。35、 goodbye and hope to see you again. 再见，希望再见到您。6、 Have a nice trip.旅途愉快。四、征询语Requests1、 May (can)I help you ?我可以帮您吗？2、 What can I do for you ?我能为您做什么？3、 Is there anything I can do for you? 我还能为您做些什么？4、 will it trouble you ?那会麻烦您吗？5、 Would you like ?您喜欢？6、 Would you mind if ？五、应答语Responses1、 You are welcome.愿意效劳。2、 It doesnt matter.没关系。3、 I see.我明白了。4、 Thank you very much.非常感谢您。5、 Thank you for you kindness.谢谢您的好意。6、 Ill do it for you right away.我马上为您服务。7、 Im glad to serve you .乐意为您服务。8、 Sorry to have kept you waiting, sir/madam. 4很抱歉，让您久等了，先生/小姐。9、 Ill be with you in a moment.我一会儿就来为您服务。10、 Thank you for your advice (information, help),感谢您的忠告（信息、帮助）。六、道歉语Apologies1、 Excuse me 对不起。2、 I apologize for this. 我为此道歉。3、 Im sorry to disturb you.真抱歉打扰您。4、 Im sorry, its our fault.对不起，是我们的过错。5、 Thanks for your reminding.谢谢您的提醒。6、 Well try our best to take some measures, so that you can besatisfied.我们将尽力使您满意。7、 Please forget it, sir/madam.请不要放在心上，先生/小姐。8、 Im sorry about it .关于那件事，我很抱歉。七、婉言推托语Refusal1、 Im sorry I cant help you.5真抱歉我不能帮您。2、Its very kind of you but您的好意我领了，可是3、Thank you，no. We are not allowed to drink on duty. 谢谢，但是我们上班时不方便饮酒。八、接听电话语Telephone Sentences1、Good morning, Reception××speaking.May I help you?您好，总台，我是某某2、Sorry, youve dialed a wrong number.抱歉，您打错电话了。3、Please dial number，thanks.请拨号码，谢谢。4、Whos calling, please?请问您是谁？5、Hold the line please, Ill see if she is available.6、Sorry, I still dont understand what you said. 抱歉，我仍不明白您说什么。7、Could you repeat that please?请您再重复一遍好吗？8、Will you please speak more slowly?请您说的慢一点好吗？10.Imsorry,I cant follow you.6抱歉，我听不懂。九、答谢语Thanks and Answers1. Youre most welcome.欢迎之至。2. With Pleasure. 这是我们的荣幸。3. Were always at your service.我们随时为您提供服务。4.Thank you for coming.谢谢光临。5.Thank you for your staying in our hotel. 谢谢光临我们酒店。6.Its our pleasure to have your staying with us. 您来我店是我们的荣幸。7.Thank you for such a lovely gift.谢谢您给了我这么可爱的礼物。8.My pleasure.这是我的荣幸。十、指路用语Giving directions1. After you please,sir (madam).2. Go straight ahead,sir(madam).请笔直走，先生/女士。3. This way, please.这边请。4. Turn left(right)at the first corner. 在第一个拐口左转（右转）。5. Please use the elevator there ,sir/madam. 7在那边用电梯，先生/小姐。6. Please go down to the lobby here, madam/sir.请从这边下去到大堂，小姐/先生。7. Its on the second(third)floor.在二（三）楼。8. Sorry,Im not sure.If youll wait a minute.Ill be glad to find out for you.抱歉，我不能肯定，如果您等几分钟，我很乐意为您查清楚9. When you return to the hotel,please show this hotel card to the driver.当您回酒店的时候，请把这张酒店卡给司机看。10.I will take you there,sir/madam.我带您去，先生/女士。十一、提醒用语Remind words1.Please dont leave anything behind.请别遗忘您的东西。2.Please dont smoke here.请不要在这里抽烟。3、Please be careful.请当心。十二、情景应对Situational responses(一) 可以满足客人之要求时；1. Certainly,sir/madam.8好的，先生/小姐。2. Ill go and get it right away,sir/madam.我马上去拿来，先生/小姐。3. Immediately,sir/madam.马上就来，先生/小姐。（二）不能满足客人之要求时；1. Im terribly sorry, we dont have非常抱歉，我们没有2. Awfuly sorry,sir/madam.We have sold out实在抱歉，先生/小姐，我们已经卖完了。3. Im afraid we do not have恐怕我们已没有（三）一时未能肯定是否能满足客人之要求时：1. If you wait a minute, sir/madam.Ill try to find out it for you. 如果您能等一会儿，先生/小姐，我将尽力找找。2. Sorry to keep you waiting,Im pleased to say we do have××× 抱歉，让您久等了，我很高兴地说，我们确实有（四）客人征询你的同意可否拿走某物伯时：1.Certainly,sir/madam.Let me help you .好的，先生/小姐，让我来帮您。2.Go ahead please.Youre welcome.请拿吧，您可以随意使用。9（五）当不能答允客人的要求时：1.I am so sorry,we cant do that,Its against our rules. 真抱歉，我们不能那样做。那违反我们的规定。2.Im terribly sorry,we are not allowed to do this. 我很抱歉，我们不允许这样做。3.Im afraid its against hotel policy,Im so sorry. 我恐怕这违反了酒店的制度，非常抱歉。（六）当客人由于客气而给你赏物时：1.No,thand you.Youve very kind.不，谢谢您。您真好。2.Its very kind of you.But we cant accept it.Thank you 您非常好心，但我们不能够接受，谢谢。（七）婉拒客人的要求时：1. Im sorry.I cant do it.对不起，我不能做。2. Im afraid thats not possible.我恐怕那不可能。3. No,sir/madam,it is not possible.不，先生/小姐，那是不可能的。（八）要中断与客人谈话时：1. Im sorry,sir I must go .Nice talking with you.很抱歉，先生，我必须走了。和您谈话真令人愉快。102. Good bye ,sir/madam.请原谅我。（九）若客人客气地与你说声“有个愉快的周末”等祝贺语的时候；1. Thank you .You too,sir/madam.谢谢您。您也一样，先生/小姐。2.Thank you.And you,sir/madam.谢谢您。您也是，先生/小姐。3.Thank you.The same to you,sir/madam.谢谢您。您也一样，先生/小姐。（十）要打断客人的谈话时，应说：1. Excuse me for interrupting.对不起，打扰了。2May I take up a few minutes of your time?我能占用你们一会儿时间吗？3.May I speak to you for a moment,sir/madam.我能与您谈会儿吗，先生/小姐。（十一）当客人催促时：Sorry to keep you waiting,Ill see to it right away.抱歉，让您久等了，我马上查看。（十二）向客人展示单据等物时：Here is yourSir/madam.11这是您的，先生/小姐。（十三）接受投诉或批评时：1.Thank you for telling us,sir/madam.I assure you it wont happen again.谢谢您告诉我们这些，先生/小姐。我保证今后再也不会发生这种事情了。2. Ill speak to our manager about it ,please accept our aplolgies. 我会报告我的经理，请接受我们的道歉。（十四）处理错误或过失时；1. Im rettibly sorry.There could have been some mistake.I do apologize.非常抱歉，一定出错了，实在对不起。2. Im sorry,sir/madam.Ill look into the matter at once.对不起，先生/小姐。我马上查核这件事。（十五）当你听不懂时：1. Im sorry I dont understand.Ill get you the manager.对不起，我不明白，我去叫经理来。2. Im sorry,I dont understand.Can you show me?对不起，我听不懂，请问您能给我看吗？（十六）请客人作某种事情时：1. Could you(sign here),please?请问您能（在这儿签名）吗？122. May I ask you to (return in 5minutes),sir/madam?我能请您（在五分钟内返回）吗，先生/小姐？3. Could I have your name,sir/madam?能告诉我您的名字吗，先生/小姐？（十七）听到对客人不利的事时：Im sorry to hear that.I hope you will be better soon.真抱歉听到这个消息，希望您很快就会好起来。（十八）当你知道客人一个好消息时：Im glad to hear that.很高兴听到这个消息。（十九）当客人因为自己动作慢、手脚不灵或残疾而感到困窘时：1. Please take your time,sir.Theres no hurry.请慢慢来，先生。不用忙。2.Dont worry,madam.well see to it.不必担心，夫人。我们会料理的。3.Dont worry,sir.Well clean it up.不必担心，先生。我们会把它收拾干净的。（二十）当客情忙，你不能同时招呼两位客人时；Ill be with you in a moment, sir/madam.我一会儿就为您服务，先生/小姐。（二十一）当人手短缺而外宾需要服务时：1. Ill be with you in moment, sir.13我一会儿就来招呼您，先生。2. Ill sorry. I must take each guest by turn, sir.很抱歉，我必须按先后次序为顾客服务，先生。3. Ill be with you as soon as possible.我将尽快来为您服务。十三、酒店部门名称Names of the hotel sectionsDepartmentExecutive OfficeEngineering Dept.Human Resources Dept.Accounting Dept.Food Beverage DeptSecurity Dept.Sales Marketing DeptFront Office Dept.Recreation Dept.Public Relations Dept.Housekeeping DeptReservationBusiness CenterReception 部门 行政办 工程部 人力资源部财务部 餐饮部 安全部 市场部 前厅部 康乐部 公关部 管家部 预订处 商务中心 接待处14Information 问询处 Cashiers 收银处 Chinese Restaurant 中餐厅 Western Restaurant 西餐厅 Lobby Bar 大堂吧 Beauty salon Night Club Swimming Pool Sauna Shopping Mall Clinic Multifunction Hall Chatting Bar Reflexology Service Center Table Tennis Room Billiards Room Fitness Center Tennis Court Rose Garden Chess and Cards Room Grand PastryLong bar 美容中心 夜总会 游泳池 桑拿 购物中心 医务室 多功能厅 聊天吧 足浴中心 乒乓球室 桌球室 健身中心 网球场 玫瑰花园 棋牌室 名都饼屋 廊吧15Four Seasons Chamber 四季轩 Cookfun Town 国风堂 Yigar Bar 颐年雪茄吧 New Century Hall 开元厅 Grand Dynasty Hall 竞潮厅 Montalcino GrillPositionGeneral ManagerResident ManagerDirectorManagerAssistant ManagerSupervisorCaptainCashierRoom AttendantClerkWaitressWaiterOperatorBellboyDriver 梦迪西诺扒房 职位 总经理 驻店经理 总监 经理 大堂副理 主管 领班 收银员 客房服务员 职员 餐厅女服务员 餐厅男服务员 话务员 行李员 司机16Receptionist 接待员 Secretary 秘书 Repairman 维修员 十四、节日和庆祝日Festival and CelebrationSpring FestivalLantern FestivalNew Years DayChristmas DayThanksgivingValentines DayEasterMid-Autumn DayBirthdayAnniversaryInternational Labor DayInternational Childrens dayWestlake ExpositionQiantang Tidal Bore Festival十五、旅游景点 Scenic spotsWest LakeLinying Temple 春节 元宵节 元旦 圣诞节 感恩节 情人节 复活节 中秋节 生日 周年纪念日 国际劳动节 国际儿童节 西博会 钱塘观潮节 西湖 灵隐寺17Yues Tomb 岳庙 Future world 未来世界 Song Dynasty Town 宋城 Yellow Dragon Cave 黄龙洞 Taizi Bend 太子湾公园 Xiling Seal-EngraversSociety 西泠印社 Hangzhou Recreational Park 杭州乐园 Oriental Culture Park 东方文化园 Households in the Hills 山里人家Kuahu Bridge Cultural Site 跨湖桥文化遗址 Renmin Square 人民广场 Liangzhu Culture Museum 良渚文化博物馆 Spring Dawn ath Su Causeway 苏堤春晓 Bamboo-Lined Path at Yunqi 云栖竹径 Breeze-ruffled Lotus at Quyuan Garden 曲苑同荷Sweet Osmanthus Rainat Manjuelong Village 满陇桂雨 Autumn Moon over the Clam Lake 平湖秋月 Dreaming of Tiger Springat Hupao Valley 虎跑梦泉 Malting Snow at Broken Bridge 断桥残雪 Inquiring About Tea at Dragon Well 龙井问茶 Orioles Singing in the Willows 柳浪闻莺 Nine Greeks Meandering Through a Misty Forest 九溪烟树18Viewing Fish at Flower Harbor 花港观鱼 Heavenly Wind over Wu Hill 吴山天风 Leifeng Pagoda in Evening Glow 雷峰夕照 Ruan Gong Islet Submerged in Greenery 阮墩环碧 Twin Peaks Piercing the Cloud 双峰插云 Yellow Dragon Cave Dressed in Green 黄龙吐翠 Evening Bell Ringing at Nan ping Hill 南屏晚钟Clouds Scurrying over Jade Emperor Hill 玉皇飞云 Three Pools Mirroring the Moon 三潭印月 Precious Stone Hill 宝石流霞前厅服务Front Office Service一、关键词语Key wordsLobby 大堂 Emergency exit 紧急出口 Safety boxes 保险箱 Presidential suite 总统套房 Single room 单人间 Standard room 标准间 Check-in 登记入住 Check-out 退房 Registration form 登记卡19Room charge 房价 Service charge 服务费 Discount 折扣 Identification 身份证 Operator 总机 Elevator Deposit Passport Tariff Baggage/luggage Face south Trolley cart Special rate Arrival time Department time Flight number Message Envelope Receipt Cheque Breakfast voucherCredit card 电梯 定金 护照 房价表 行李 朝南 行李车 优惠价 到达时间 离开时间 航班号 留言 信封 收据 支票 早餐券 信用卡20Morning call 叫醒服务二、基本句型Basic Sentences1. Do you have a reservation?/ Have you a reservation?您预订过吗？2. How long will you be staying ?您将要住多久？3. May I know your name and room number?您能告诉我您的名字与房间号码吗？4. Here is your key card, please keep it until you check out. 这是您的钥匙卡，住店期间请包管好。5. Thank you for calling. We look forward to serving you. Goodbye. 谢谢您打电话来，我们期待为您服务，再见。6. To whom should we send the bill?我们应该把帐单寄给谁？7. We are fully booked for all types of rooms on that night. 那天晚上各种类型的房间都预约额满了。8. We hope well have another opportunity of serving you. 我们希望另有机会为您效劳。9. Could you show me your passport, please?能出示一下您的护照吗？10. Dont worry sir. Ill call our Assistant Manager to help you now. 别着急，先生。我传呼大堂副理来帮您。2111. Our bellboy will your bags and show you the room.我们的行李员会帮您拿行李，并领您去房间。12. Im afraid its against the hotels regulations.很抱歉，这违反酒店的规章制度。13. Well have to charge you 50 percent of the room rate extra, if you cant check out before 12:00a.m中午12：00前未离店的客人需加收50%的房费。14. Is there anything valuable or breakable in your bag?您包里有贵重或易碎物品吗？15. You can get your money changed at the Cashiers Desk. 您可以去收银处兑换钱。16. Im sorry, sir. There has been a mistake. Please wait a moment while I correct the bill.对不起，先生，这里有些错，请您稍候，让我更正一下。17. It takes about 30 minutes by taxi to the Xiaoshan Airport. The charge is 100 Yuan.到萧山机场大约需要30分钟，费用是100元。18Please give the slip to the taxi driver an