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1、1,Basic English for hotel service 酒店服务英语(基础),词汇 称谓 问好 欢迎 询问/征询 祝愿/祝福 致谢 致歉,指示 提示 表示安慰 表示乐意效劳 表示婉拒 答复 表示高兴 表示遗憾,2,Basic English for hotel service 酒店服务英语(基础),表示关怀 表示谦让 请让路,表示同意/不同意 表示明白/不明白 告别语,Lets begin at once!,3,词汇vocabulary （）,China Coal 中煤 Best Western 最佳西方 friendship 友谊 hotel 宾馆 General Manager
2、 总经理 Deputy General Manager 副总经理,manager 经理 supervisor 主管 foreman 领班 ushership 领宾员 waiter （餐厅）服务员 waitress （餐厅）女服务员 chef 厨师 attendant 服务员,4,词汇vocabulary （）,China Coal Best Western friendship hotel General Manager Deputy General Manager,manager supervisor foreman ushership waiter waitress chef attend
3、ant,5,词汇vocabulary （）,suite 套间 single room 单人房间 double room 双人房间 dining-roomdining hall restaurant 餐厅 public area 公共区域 front desk 前台 staircase 楼梯 Function room 宴会厅,shop 商店 Business Center 商务中心 mens room 男盥洗室 ladies room 女盥洗室 bar 酒吧间 lounge 休息厅 information desk 问讯处 Conference room 会议室 lobby 大堂,6,词汇vo
4、cabulary （）,suite single room double room dining-roomdining hall restaurant public area front desk staircase Function room,shop Business Center mens room ladies room bar lounge information desk Conference room lobby,7,词汇vocabulary （）,Executive Office 行政办公室 EX.O. Food Beverage Department 餐饮部 FB Dept.
5、 Housekeeping Department 客房部 HK Dept. Security Department 保安部 SEC Dept. Front Office Department 前厅部 FO Dept.,Human & Resources Department 人力资源部 H&R Dept. Engineering Department 工程部 ENG Dept. Sales & Market Department 营销部 S&M Dept. Accounting Department 财务部 ACCT Dept. A/C Dept.,8,词汇vocabulary （）,Exec
6、utive Office EX.O. Food Beverage Department FB Dept. Housekeeping Department HK Dept. Security Department SEC Dept. Front Office Department FO Dept.,Human & Resources Department H&R Dept. Engineering Department ENG Dept. Sales & Market Department S&M Dept. Accounting Department ACCT Dept. A/C Dept.,
7、9,称谓appellation,1、直接称谓：Mr.XXX, Mrs.XXX, Ms.XXX, Miss.XXX, Sir, Madam, Gentlemen, Lady, young gentleman. 2、间接称谓：the lady with you, the gentleman with you, that lady, that gentleman.,10,问好greeting,1、Good morning, sir/madam 早上好！先生/夫人。 2、Good afternoon, sir/madam 下午好！先生/夫人。 3、Good evening, sir/madam 晚上好
8、！先生/夫人。 4、How are you today, sir? 回答： Fine. Thank you. And you? 先生，今天一切都好吗？ 很好，谢谢。你呢？,11,欢迎 to welcome,1、Welcome to the Xuzhou China Coal Best Western Friendship Hotel. 欢迎光临徐州中煤最佳西方友谊宾馆。 2、Welcome to our hotel. 欢迎光临我们酒店。 3、Were glad to see you again. 我们很高兴能再见到您。,12,询问/征询to inquire,1、May I have your
9、name, please? 请问您叫什么名字？ 2、Your initials, please? 请问您的名字首写字母？ 3、May I have your first name/family name/full name? 请告诉我您的名字/姓/全名。 4、May I take your order now? 我现在为您下单好吗？,13,询问/征询to inquire,5、May I have your room number? 请您告诉我您的房间号，好吗？ 6、May I have your signature, sir?here please. 先生，请您把名字签这儿，好吗？ 7、May
10、 I know who Im talking with?(打电话时用) 请问您是哪位？ 8、May I ask who is next? 请问下一位是哪位？,14,询问/征询to inquire,9、May I be of service, madam? 请问这位夫人，我能为您做些什么？ 10、May I recommend our, sir? 先生，我能为您推荐我们 11、May I help you withmadam? 夫人，我能帮您做 12、Would you like me to book a for you? 需要我为您订,15,询问/征询to inquire,13、Would y
11、ou like to sit by the window? 您喜欢坐在靠窗边的位置吗？ 14、Would you like to have a cup of tea? 来杯咖啡如何？ 15、Is there anything else I can do for you, madam? 这儿需要我帮忙吗？ 16、How about a 您觉得怎样？,16,祝愿/祝福 wish,1、Have a pleasant stay at our hotel, sir. 愿您在我们中心，一切顺心开心。 2、Have a pleasant stay with us, madam. 夫人，愿您和我们在一起开开心
12、心。 3、Have a nice day! 祝您今天一切都好！ 4、Have a pleasant evening. 愿您拥有一个愉快的晚上。,17,祝愿/祝福wish,5、Have a good weekend! 周末愉快！ 6、Have a good day. 祝您今天一切都好！ 7、Enjoy your stay/day. 愿您在这儿玩得开心。 8、Happy New Year! 新年快乐！,18,祝愿/祝福wish,9、Merry Christmas! 圣诞快乐！ 10、Happy birthday! 生日快乐！,19,对一般祝愿的回答 the answers to common wi
13、shes,1、You too, Mr 也希望您也一样 2、The same to you, sir/madam. 也希望您也一样。,20,致谢 express our thanks,1、Thank you. 谢谢。 2、Thank you very much. 非常感谢。 3、Thank you for telling us. 感谢您的慷慨陈词。 4、Thank you for your compliment. 谢谢您的赞美。,21,致谢 express our thanks,5、Thank you for coming. 感谢您的到来。 6、Thank you for calling. 谢谢
14、您打电话给我。 7、Thank you for waiting. 谢谢您在此等我。 8、Thank you for being so understanding. 理解万岁。,22,致谢 express our thanks,9、Thats very kind of you. Thank you very much. 非常感谢。,23,对致谢的回答 reply to thanks,1、You are welcome. 不用谢。 2、With pleasure. 这是我的荣幸。 3、My pleasure. 这是我们荣幸。 4、Thank you. 谢谢。,24,对致谢的回答 reply to
15、thanks,5、Glad to be of service. Please feel free to contact us anytime. 很高兴能为您服务，有需要请随时联系我们。,25,致歉 apologize,1、Excuse me. 不好意思，打扰了。 2、Im awfully sorry. 我感到十分的抱歉。 3、I beg your pardon, sir. 先生，您能再说一次吗？ 4、Excuse me for interrupting.(不得不打扰客人时) 不好意思，打扰了。,26,致歉 apologize,5、Sorry to have bothered you. 不好意思
16、，打扰了。 6、Im very sorry. There could have been a mistake. I do apologize. 非常抱歉，这儿肯定是出错了。真的对不起。 7、Im sorry. Would you excuse me, please. 对不起。您能原谅我吗？ 8、Im sorry. Im being called. 对不起，我得接个电话,27,致歉 apologize,9、Im sorry to have kept you waiting, sir. 很抱歉，让您等了我这么久。 10、Im sorry. The house/restaurant is fully booked. 很抱歉。中心已经客满了。 11、Im sorry. We have run out of . 我感到十分抱歉。我们把都用完了。,28,对道歉的回答 reply to apologies,1、Th
