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1、上海哈一顿大酒店 人力资源部酒店英语培训手册English Training Manual目录CONTENTSForeword 1 前言Part One 2 第一部分Courtesy English 基本礼貌用语Part Two 18 第二部分Front Office Service 前厅服务Part Three 29 第三部分Housekeeping Service 客房服务Part Four 44 第四部分Food and Beverage Service 餐饮服务前言ForewordAS the world has already stepped into the era of know
2、ledge 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 stu
3、dy 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 Greeting 1、 Good morning (afternoon, evening),sir (madam).早上（下午，晚上）好，先生（夫人）。2、 Welcom
4、e 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？5、 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 n
5、ew 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 journ
6、ey.希望您一路平安，旅途愉快。5、 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Respo
7、nses1、 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.很抱歉，让您久等了，先生/小姐。9、 Ill be with you in a moment.我一会儿
8、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
9、be satisfied.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.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, Rec
10、eptionspeaking.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
11、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.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 pleasur
12、e 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
13、the elevator there ,sir/madam.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 hot
14、el 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.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
