酒店公共英语培训叶顺庆.ppt

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1、常山东方大酒店英语培训,一、称呼 二、问候语、礼貌用语三、致歉 四、问询与应答五、感谢与应答 六、指路、指引七、时间 八、酒店服务项目英语,称呼,对男性客人，尊称为Sir;面对女性客人时尊称为Ms Miss未婚，小姐 Mrs.已婚，夫人 MS不知对方是否已婚，女士 如果知道客人姓名，例：John Adams 可以叫做 Mr.Adams(Mr=mister)，也可以直接叫 John,(双方熟悉)。补充：国外客人姓名与中国之间的区别 姓：first name,surname(书面),family name 名：second name,given name如果想唤起对方注意:可以说：Hello si

2、r(MS)/hello Mr admas/hello john/也可说 Excuse me,Sir(Ms)”,至于称呼小孩，可以直接使用Excuse me，但是不可以直接称呼boy或girl.,客人如何称呼我们,一般情况下，客会直接说hello 或hi 或 excuse me,下面列举一些各岗位对应的名称：总台：reception desk 商务中心：business center总台服务员 receptionist 礼宾部：concierge 总机接待员 operator 西餐厅：western restaurant 收银员 cashier 洗手间：toilet,restroom 门僮 do

3、orman/bellman/Bell Attendants 餐厅：restaurant/dining room 服务员 waiter/waitress 女迎宾 ceremonial usherette 跑菜员：food runner 预订员：Reservation Agent领班：head waiter/waitress/Bell Captain 餐厅主管:Restaurant Supervisor 经理：manager 客房部：housekeeping department客房服务员：Room Attendant、house keeper,问候语、礼貌用语,How are you doing

4、-well,thank you How are you doing 不是问你是怎么做的,对话演练,1.早上、下午、晚上 与客人相遇相互打招呼2.见客人从店外归来3.见客人从酒店外出4.见客人退房离店5.（综合）早上见客人路过大堂，外出，下午见客回店，结账退房后离店。,Staff:Good morning,sirmadamms 早上好Guest:Good morning 早上好,Staff:hello,sir.Welcome back 你好，欢迎回店 how are you today 今天过得好嘛Guest:well,its great.thank you非常好，谢谢,Guest:Excuse

5、 me,can you get my room cleaned,Im out in the morning 打扰一下，你能把我的房间整理下吗，我上午要出去Staff:sure ok,Have a nice day 好的，祝你有愉快的一天,Guest:Im leave the hotel today.Thank you for your service.我今天要离店了，很感谢你的服务Staff:its my pleasure,looking forward to see you again.(hope to see you soon)Have a nice trip.Byebye 不用谢，这是我

6、的荣幸，希望能再次见到你，祝你旅行愉快,综合：S:good morning sir,are you going out?先生早上好，您要出去吗G:good morning,yes.Can you get me a taxi?早上好，是的，你能帮我中辆车吗S:no problem.just a second.好的，请稍等S:Have a nice day sir,see you later 祝您有愉快的一天，再见G:Thank you,bye.再见回店：S:Hi,welcome back,sir.Nice to see you again.how was your day today.先生你好，

7、欢迎回来，你今天过得好吗G:not bad 还不错离店：g:hey buddy,Im leaving the hotel today,I wanna say thank you for your service.我要离店了，谢谢你的服务S:you are welcome,its my pleasure.i hope to see your soon.G:bye 不用谢，这是我应该的，希望再次见到你,致歉,致歉语 Excuse me 打扰一下 Im sorry I do apologize 我很抱歉 please accept our apology 请接受我们的歉意 I assure you

8、it wont happen again 我向你保证下次不会再发生这种事 Im sorry to hear that 对你所说的事情我感到很抱歉 Im sorry we made a mistake 很抱歉我们犯了个错误,劳驾，我想我的账单不对,很抱歉，我检查一下，请稍等,对不起，您的账单上有个差错，下次不会再发生了,划线句可替换为：I think there is something wrong with my bill/order./computer.我的账单/我点的菜 有点问题 in my room.我的房间里面出了点问题 Tv set in my room doesnt work我房间

9、里电视机不能使用 万能句：Im sorry to hear that.ill check it for you right away.Would you please wait a momnet 很抱歉，我马上检查一下，请您稍等 如果不是你能修复或纠正的可以说 Im sorry,Ill send someone to fix it/check it right away 我马上叫人去给你看下是什么问题,Im sorry,i/We made a mistake,例句Sorry to have kept you waiting.抱歉让您久等了。Sorry to disturb you.不好意思打扰

10、您了。I am sorry for this.我对此表示抱歉。Sorry to interrupt you.对不起，打扰您了。I am sorry,I dont understand.I will get the manager/supervisor/captain.不好意思，我不是很明白，我叫我的经理/主管/领班过来。Im sorry.Would you mind saying it again?抱歉，您介意再说一遍吗？I am sorry to have given you so much trouble.对不起，给您添了这么多麻烦。I apologize for what Ive sai

11、d just now.我为刚才说的话道歉。We are very sorry for the inconvenience.不便之处敬请原谅。,对话练习,1.客投诉隔壁房间声音吵2.客投诉自已点的菜没上来 3.客投诉房间内没厕纸4.客投诉有骚扰电话打进来,客致电总机o:operator,can I help you 你好总机G:I can hear loud noise in my room,It make me hardly to sleep 我房间里能听到很吵的声音，我很难入睡O:Im sorry to hear that,dont worry sir,Ill send someone to

12、 check that.很抱歉，不要担心，我马上叫人去了解下 could you tell me your room number?您能告诉我房间号吗(Im sorry sir,I dont understand,Ill get my supervisor,he can help you,could you tell me your room number)抱歉，我不懂英文，我叫我主管来，您的房号是多少G:909O:please wait,my colleague will be there soon 稍等，我同事马上到,G:excuse me 打扰了w:What can I do for y

13、ou 有什么可以为你效劳吗G:why am I still not get my order 我点的菜怎么还没来W:I so sorry,Ill check it if it is ready 我去看看好了没 几分钟后W:sorry to have kept you waiting,here is your dish 让你久等了，这是你点的菜,G:can you bring me some toilet paper to room 806.麻烦你能拿点厕纸到806房来A:ok,please wait.好的，请稍等,G:reception desk?总台吗s:yes,can I help you

14、 是的G:there is a disturbing call from outside and wake me up from asleep 有个骚扰电话打过来，影响我休息S:sorry to have cause you inconvenience.I assure you it wont happen again.Do you need I to put you room in the list of secrecy.so you wont get disturbing call.抱歉给您造成不便，你需要我把你的房间设保密状吗，这样你就不会再接到不想接的电话了G:yes,please,没

15、听懂怎么办？,有办法一、完全没听清的 I beg your pardon/pardon me对不起；请再说一遍 二、听懂部分，不确定，没安全听懂 sorry,I didnt hear you clearly,do you mean.不好意思，我没听清楚，你的意思是。sorry,could you say it slowly 您能说慢点吗三、完全没听懂，不知所云的（这个最简单了）(一定要记住)sorry I cant speak English,Ill send you assistant manage he can be help 我不会英语，我叫大副来 sorry I cant speak

16、English,please wait a moment.Ill call someone else 抱歉我不会英语，请稍等，我叫其他人来,问询与应答,问：1、May I help you?/can I help you 我能帮你做什么？2、What can I do for you?有什么需要帮忙的吗？3、Anything I can do for you?还有别的帮忙的吗？4、Is this all right?这样可以吗？5、if there is anything I can do for you,please let me know 有什么我能帮忙的，请告诉我6、if I can b

17、e any assistance,please dont hesitate 如果我能帮上忙，请尽管讲,May I have your name,please 你叫什么名字May I have your room number 你能告诉我房间号码吗May I have your telephone number你能告诉我你的电话号码吗May I have your passport你能出示下护照吗记住四种句型：1.May I 2.Could you 3.Would you 4.Shall I?May I know your nationality,please?请问您的国籍是什么？,只要理解这四

18、种基本的句型，就可以处理大部分业务上的状况自己要做什么事时，就使用May I May I have your name,please?请问尊姓大名 May I have your check-out time,please?请问您什么时候结帐离开？May I see your passport,please?请让我看一下您的护照好吗？,2 麻烦客人时，可使用Could you Could you fill out the form,please?请您填写这张表格好吗？Could you write that down,please?请您写下来好吗？Could you hold the line

19、,please?请不要挂电话好吗？3询问客人的喜好或是做什么时，可使用Would you Would you like tea or coffee?请问您要喝茶还是咖啡？Would you like to take a taxi?请问您要搭计程车吗？Would you mind sitting here?请问您介意坐在这里吗？How many tickets would you like to buy?请问您要买几张票？,只要在疑问词后加“Would you”，就可以提出大部分的询问。When would you like to visit Shanghai?请问您想要何时参观深圳？When

20、would you like to have lunch?请问您想在哪里用餐？What time would you like to eat?请问您想何时用餐？Who would you like to contact?请问您想和谁联络？Which kind of room would you prefer?请问您喜欢哪一种房间？How would you like to settle your bill?请问您的账单如何处理？How long would you like to stay?请问您要逗留多久？,4在提供建议协助、征求意见时，可使用Shall I 或Would you like

21、me to do?Shall I draw the curtains?请问需要我把窗帘拉上吗？Shall I draw you a map?请问要我为您画一张地图吗？Shall I make the reservation for you?请问要我为您安排预约吗？,答：（需要时间）请客稍等 Just a moment.wait a momentjust a secondplease wait 请稍等一会儿。G:can I have a bottle of beer?W:please wait a moment 能给我一瓶啤酒吗？请稍等 答应客人能做到的 Yes,of course Certai

22、nly.当然可以。G:can I pay it in credit card?W:yes,of course certainly 我能用信用卡付款吗 当然可以 马上去做的 I will get it at once.我马上帮您拿过来。G:hey,I need a charger for my cellphone,can you pass me one?W:I will get it at once 嘿，你能给我个手机充电器吗？我马上去拿最后来一个大结合的 G:Excuse me,there is no towel in my room,can you send me some?A:yes,of

23、 course,I will get it at once,please wait,感谢与应答,Thank you very much.Thank you for your coming.Thanks a lot.非常感谢。谢谢光临 十分感谢。Thank you for your cooperation.谢谢您的合作。Thank you for staying in our hotel.Thank you for your suggestion 感谢您入住我们酒店。感谢您提出的宝贵意见。Thank you for your praise.I appreciate your precious t

24、ime.谢谢您的夸奖。花您的宝贵时间我很感谢客表示感谢，如何应答 g:I appreciate your help 我真诚的对您的帮助表示感谢.w:you are welcome 不用谢。g:Thank you for your kindness.谢谢您的好心 w:Not at all.不用谢。g:Its very kind of you.您真客气 w:Your are welcome.不用谢。Dont mention it.Thats all right its my pleasure 不用谢。,对话练习,你好，有什么可以为您效劳的,我找不到我的房间了,你的房号是多少呢,358房间,在走廊的

25、尽头，跟我来，我带你去,好的,不用客气，希望你住的愉快,上楼吗,小心台阶，地面很湿滑,需要我给你拉行李吗,好的,下午好，我来修灯泡,很好，就是厨房里的那个，,我来检查一下，是电线松了，现在好了,非常感谢,乐意为您效劳,还有就是我的电话杂音太多，能帮我看下吗,抱歉，我是电工，不会修电话，我叫我同事来,指路、指引,1.This way,please.这边请。2、Could you please follow me,madam/sir.请跟我来。3、Please go straight ahead.一直向前就是了。4、Turn left/right.往左/右。5、please take the el

26、evator/lift here.请到这边乘电梯。6、Please go downstairs/upstairs here.请到这边下楼/上楼。7、Its on the second floor.在二楼。8、Its at the end of the hallway.在走廊的尽头。9、Go straight ahead till you reach the lobby,then turn right.请超前走到大堂，然后右转。10、Its in the lobby near the main entrance.在大厅靠近大门处。,Find restaurant 餐厅Dial a interna

27、tional call/long distance call 国际/长途电话Print the file/copy the file 打印/复印,早上好,你能告诉我哪能发传真？,你可以去商务中心，我同事会帮你的,商务中心在哪里呢？,在二楼，你坐电梯上去，在二楼下，然后左转，就在走廊左手边,你帮了很大的忙,时间,One two three four five six seven eight nine ten eleven 1 2 3 4 5 6 7 8 9 10 11Twelve thirteen fourteen fifteen sixteen seventeen eighteen 12 13

28、 14 15 16 17 18 Nineteen twenty thirty forty fifty sixty seventy eighty ninety 19 20 30 40 50 60 70 80 90 0Clock 点 am 上午时间 pm下午时间 3：05 13：15 17：30 3：00,酒店服务项目英语,中餐厅：Chinese restaurant 西餐厅：western restaurant咖啡厅：coffee shop 酒吧：bar会议室：conference room 商务中心：business center行李服务：bell serviceluggage service

29、寄存服务：safety deposit service 叫醒服务：morning call/wake up service送餐服务：room service 外币兑换：currency exchange长途直拔电话：IDD 桑拿：sauna擦鞋服务：shoe shine service 洗衣服务：laundry service,电话英语,接电话人自我介绍时不能说：I am 而要用this is.speaking问对方是谁是不能说“who are you?,而要说：who is this如：good morning,this is tom speaking,who is speaking 早上好

30、，我是汤姆，请问你是哪位例：1、Good morning,XX department.May I help you?早上好，XX部门，有什么可以帮到您吗？2、Would you like to leave a message?您要留口信吗？3、Beg pardon?请您重复一遍可以吗？4、I am sorry,the line is busy.Will you call later?对不起，电话占线，稍后再拨好吗？,5、Hold the line,I will put you through.请不要挂电话，我帮您接通。6、Just a moment,please.Ill get him/her

31、 at once.请稍等，我马上让他她接电话。7、I will pass the message to him/her.我会向他/她转达这个意思。8、The line is through sir/madam.先生/女士，电话给您接通了。,1接电话时不可以简单地回答“Hello”,而应报上自己的公司或所属单位的名称。例如：“Hello,this is Information Desk.”您好，这里是问询处。“Information Desk speaking.May I help you?”问询处，请问您要服务吗?2.打错电话时 如果是外线打错时，可以回答：I am afraid you ha

32、ve the wrong number.不好意思，您打错电话了。This is the LI JIA Hotel,2234-1156.这里是丽嘉酒店，电话是2234-1156。,如果是总线转错内线时，可以回答：This is Room Reservations.Ill transfer your call to Restaurant Reservations.这里是客房预约处，我帮您转接到餐厅预约柜台。I am afraid this is a direct line.We can not transfer your call to the Chinese Restaurant Could y

33、ou dial 2234-1156,please.不好意思，这是直接电话。我们无法为您转接中式餐厅。请您改拨2234-1156好吗？,3.当负责的工作人员不在时 I am afraid Mr.Lin is out at the moment.He should be back around 5 p.m.不好意思，林先生现在外出。他应该会在下午5点左右回来。I am afraid Mr.Hao is on another line.Could you hold the line,please?不好意思，郝先生正在讲电话。请您在线上稍侯好吗？Ill tell him to call you bac

34、k when he returns.他回来时，我会请他回电。May I have your name and phone number,please?请告诉我您的大名和电话好吗？,4.当会话结束时结束电话中的对话时，不可以简单说“bye-bye”,最好说：Thank you for calling.感谢您的来电。You are welcome,sir.先生，不客气。We look forward to hearing from you.我们静候您的佳音。Please contact me if you have any further questions.如果您有任何其他问题，请和我联络。,总

35、结：,1.一般性的回答I see,sir.我明白了，先生。Certainly,sir.好的，先生。2.请对方再等一会儿Just a moment,please.请稍等。Thank you for waiting.您久等了，先生。I am very sorry to have kept you waiting.很抱歉让您久等了。Could you wait a little longer,please?请您稍候好吗？3.要麻烦客人或是拒绝客人的要求时 拒绝客人时，不要一口回绝说“No.”，要委婉一些。I am afraid I cant do that.不好意思，我恐怕没办法那样做。Excuse

36、 me,sir.Please let me pass.不好意思，先生，麻烦让我过一下。,4.道歉 如果是自己的错就说“I am sorry.”;如果是公司的错，就说：“We are sorry.”。I am very sorry for the delay.很抱歉延误了时间I am very sorry for the inconvenience.很抱歉造成您的不便。I would like to apologize for the mistake.为这个错误我深致歉意。5.客对自己说“Thank you.”时回答 You are welcome.Thank you,sir.Thank you

37、 very much.不客气。谢谢您，先生。非常感谢您。6.交给客人某些东西时，可以说 Here you are.Here is your room key.您要的东西在这里。这是您的房间钥匙 Here it is.这是您的东西。,7 当客人准备离开时，可以说：Have a nice day.Please enjoy your stay We hope to see you again soon.祝您有美好的一天。祝您住宿愉快。希望不久能再次见到您。Thank you for staying with us.谢谢光临。8当客人的英语难以理解时面对客人的疑问，不要只是一味地傻笑，或是一直说Yes

38、,Yes.如果听不懂事，要向客人提出疑问，或是先向对方说“Just a moment,please.”,然后请求他人协助。Pardon?Pardon me?I beg your pardon?Could you repeat that,please?对不起？对不起请再说一遍好吗？请您重复一遍好吗？若是不敢肯定对方所说的部分内容时，可以将不明白的部分重复一遍，如：Excuse me,sir.Do you mean you lost your room key？不好意思，先生，您是说您丢了房间的钥匙？,带客人到柜台,B:Good evening,Ms.Welcome to China-trust

39、Hotel.小姐，晚安。欢迎光临中信酒店。G:Thank you.谢谢你。B:How many pieces of luggage do you have?请问您有多少件行G:Just this three.只有这3件。B:Two suitcases and one bag.Is that right?2个旅行箱和1个手提皮包，这样对吗？G:Yes.Thats all.对，就这些了。B:Ill show you to the Front Desk.This way,please.Ill put your bags by the post over there.我来带您到柜台，这边请。我先将您的

40、行李放在柱子旁边。G:I see,thanks.我知道了，谢谢。B:A bellman will show you to your room when you have finished checking-in.当您办好住宿登记时，行李服务员会带您到房间。G:OK.Fine.好极了。B:Please enjoy your stay.祝您住宿愉快。,提醒用语：,47、Mind/(Watch)your step.请走好。48、Please be careful.请当心。49、Please dont leave anything behind.请别遗忘您的东西。50、Dont worry.别担心。5

41、1、Take it easy.放心好了。52、Please dont smoke here.请不要在这边抽烟。告别语：53、Goodbye.再见。54、See you late.再见。55、Good night.晚安。56、See you tomorrow.明天见。57、Goodbye and thank you for coming.再见，谢谢您的光临。58、Goodbye and hope to see you again.再见，希望再见到您。59、Have a nice trip!一路平安！60、Wish you a pleasant journey!Good luck!祝您旅途愉快！祝

42、您好运！,指路用语,41、Go upstairs/downstairs.上楼/下楼。42、Its on the second(third)floor.在二（三）楼。43、Excuse me.对不起。Where is the washroom(restroom,elevator)?请问盥洗室（休息室、电梯）在哪儿？This way,please.请这边走Turn left/right.往左转/右转。45、Its in the lobby near the main entrance.在大厅靠近大门。46、Its in the basement at the end of the corridor

43、.在地下室走廊尽头。,征询语,36、Can(May)I help you?我能帮您什么吗？Yes,please.好的。37、What can I do for you.我能为您干点什么？38、Is there anything I can do for you?有什么能为您效劳的吗？39、Just a moment,please.请稍等一下。40、May I use your phone?我能借用您的电话吗？Certainly.当然可以。Yes,of course.当然可以。,答谢和答应语:,19、Thank you(very much).谢谢您（非常感谢）。20、Thank you for

44、your advice(information,help)感谢您的忠告（信息、帮助）。21、Its very kind of you.谢谢，您真客气。22、You are welcome.不用谢。23、Not at all.不用谢。Dont mention it.不用谢。24、Its my pleasure.非常高兴为您服务。(With pleasure.)(My pleasure.)25、I am at your service.乐意为您效劳。26、Thank you for staying in our hotel.感谢您在我们酒店下榻。27、Im sorry.很抱歉。28、Excuse me.对不起。29、Im sorry,Its my fault.很抱歉。那是我的过错。30、Sorry to have kept you waiting.对不起，让您久等了。31、Sorry to interrupt you.对不起，打扰您了。32、Im sorry about this.对此表示抱歉。33、I apologize for this.我为此道歉。34、Thats all right.没关系。35、Lets forget it.算了吧。,