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1、酒店工作英语酒店工作英语TASK ENGLISH FOR HOTELSTASK ENGLISH FOR HOTELS The aim of this training is to create a home away from home for all the travelling guests who need rest, food and drink.绍兴开元名都大酒店：绍兴开元名都大酒店：New Century Grand Hotel Shaoxing人力资源部：人力资源部：Human Resources Division财务部：财务部：Finance Division市场部：市场部：S
2、alesMarketing Division销售部：销售部：Sales Department房务部：房务部：Rooms Division餐饮部：餐饮部：餐饮部：餐饮部：FoodFoodBeverageBeverage Division Division工程部：工程部：工程部：工程部：Engineering DepartmentEngineering Department保安部：保安部：保安部：保安部：Security DepartmentSecurity Department康乐部：康乐部：康乐部：康乐部：Recreation DepartmentRecreation Department公关
3、部：公关部：公关部：公关部：Public RelationsPublic Relations Department Department前厅部：前厅部：前厅部：前厅部：Front Office DepartmentFront Office Department管家部：管家部：管家部：管家部：Housekeeping DepartmentHousekeeping Department绍兴开元名都大酒店：绍兴开元名都大酒店：New Century Grand Hotel Shaoxing大堂大堂 Lobby维珍咖啡厅维珍咖啡厅 Virgin Caf茗兰吧茗兰吧 Lounge Orchid香榭饼屋香
4、榭饼屋 Champs Deli商务中心商务中心 Business Centre文锦轩中餐厅文锦轩中餐厅 Vong King Garden揽桥阁包厢群揽桥阁包厢群 Legend Court Chamber福港日本料理福港日本料理 Fugang Japanese Restaurant桌球房桌球房 Snooker Room棋牌室棋牌室 The Chess and Bridge Centre健身房健身房 Fitness Centre乒乓球室乒乓球室 Table Tennis Room足浴中心足浴中心 Reflexology Service Centre桑拿中心桑拿中心 Sauna Centre美容中心
5、美容中心 Beauty Centre恒温游泳池恒温游泳池 Swimming Pool开元厅开元厅 New Century Hall名都厅名都厅 Dynasty Hall景明厅景明厅 Jingming Hall景和厅景和厅 Jinghe Hall景晖厅景晖厅 Jinghui Hall景悦厅景悦厅 Jingyue Hall景华厅景华厅 Jinghua Hall景丽厅景丽厅 Jingli Hall金粉尊爵金粉尊爵KTV Jinfen Supreme KTV名仕阁名仕阁 Prestige Club 金爵会金爵会 Nobility Club House职务与职位职务与职位 Position 总经理总经理
6、总经理总经理 General ManagerGeneral Manager副总经理副总经理副总经理副总经理 Vice-general ManagerVice-general Manager大堂副理大堂副理大堂副理大堂副理 Assistant ManagerAssistant Manager总监总监总监总监 DirectorDirector经理经理经理经理 ManagerManager主管主管主管主管 SupervisorSupervisor秘书秘书秘书秘书 SecretarySecretary领班领班领班领班 CaptainCaptain文员文员文员文员 ClerkClerk客房服务员客房服务
7、员 Room Attendant餐厅男服务员餐厅男服务员 Waiter餐厅女服务员餐厅女服务员 Waitress总台接待员总台接待员 Receptionist话务员话务员 Operator收银员收银员 Cashier行李员行李员 Bellman保安员保安员 Security Officer维修员维修员 Repairman基本英语基本英语一、称呼方式1.先生 Mister (Mr.) Sir2.夫人 Madam3.太太 Mistress (Mrs.,Mrs)4.小姐 Miss二、欢迎和问候语1.早上好，先生。Good morning, sir.2.您好！ Hello. How do you do
8、?3.很高兴见到您 Glad/Nice to meet/see you.4.欢迎到我们酒店来 Welcome to our hotel/ New Century Grand Hotel Shaoxing5.愿您在我们酒店过的愉快 I hope youll enjoy your stay with us.三、祝贺语三、祝贺语1.1.祝贺您！祝贺您！ Congratulations!Congratulations!2.2.生日快乐！生日快乐！ Happy birthday!Happy birthday!3.3.新年快乐！新年快乐！ Happy new year!Happy new year!4.4
9、.圣诞快乐！圣诞快乐！Merry Christmas!Merry Christmas!5.5.祝您好运！祝您好运！ Good luck (to you)!Good luck (to you)!6.6.祝您成功！祝您成功！Wish you every success!Wish you every success!7.7.祝您旅途愉快！祝您旅途愉快！ Pleasant journey!Pleasant journey!四、答谢和答应语1.谢谢您 Thank you (very much)2.谢谢您的帮助 Thank you for your help.3.太感谢您了 Its very kind o
10、f you.4.别客气/不用谢 Youre welcome./Not at all./ Dont mention it5.很高兴为您服务 Its my pleasure.五、道歉语1.很抱歉 Im sorry.2.不好意思 Excuse me.3.对不起，让您久等了。Sorry to have kept you waiting.4.对不起，打扰您了。Sorry to interrupt you.5.我为此道歉 I apologize for this.六、征询语六、征询语1.1.我能帮您什么吗？我能帮您什么吗？ MayMay I help you? I help you? What can I
11、 do for you? What can I do for you?2.2.有什么能为您效劳吗？有什么能为您效劳吗？ Is there anything I can do Is there anything I can do for you?for you?3.3.我可以知道您的名字吗？我可以知道您的名字吗？May I have your May I have your name,pleasename,please? ?4.4.您可以把名字签在这儿吗，先生？您可以把名字签在这儿吗，先生？Can you sign Can you sign here, sir?here, sir?5.5.先生，
12、您想要点什么？先生，您想要点什么？What would you like,What would you like, sir?sir?七、指路用语七、指路用语1.1.上楼上楼 Go upstairs.Go upstairs. 下楼下楼 Go downstairs.Go downstairs.2.2.在二楼在二楼 Its on the second floor.Its on the second floor.3.3.请这边走请这边走 This way, pleaseThis way, please4.4.往右转往右转 Turn right.Turn right.5.5.在大厅靠近大门在大厅靠近大门
13、 Its in the lobby near the main Its in the lobby near the main entrance.entrance.6.6.在走廊尽头在走廊尽头 Its at the end of the corridor.Its at the end of the corridor.八、提醒用语1.请走好 Mind your step.2.请当心 Please be careful.3.请别遗忘您的东西 Please dont leave anything behind.4.请不要在这里抽烟 Please dont smoke here.九、告别语九、告别语1.
14、1.再见再见 Good byeGood bye2.2.等会见等会见 See you laterSee you later3.3.明天见明天见 See you tomorrowSee you tomorrow4.4.再见，谢谢您的光临再见，谢谢您的光临 Goodbye and thank you Goodbye and thank you for comingfor coming5.5.再见，希望再见到您。再见，希望再见到您。 Goodbye and hope to Goodbye and hope to see you again.see you again.6.6.一路平安！一路平安！Hav
15、e a nice trip.Have a nice trip.Dialogue 1 Dialogue 2 酒酒酒酒店店店店员员员员工工工工：下下午午好好，先先生生。欢欢迎迎光光临临我我们们酒酒店店，我我可可以以帮帮您您吗吗？客客客客人人人人：谢谢谢谢，我我想想办办理理入入住住手手续续，前前台台在在哪儿？哪儿？酒店员工：酒店员工：酒店员工：酒店员工：前台在那前台在那儿，请这边走。希望儿，请这边走。希望您入住愉快。您入住愉快。 酒酒酒酒店店店店员员员员工工工工：夫夫人人您您好好，欢欢迎迎光光临临我我们们酒酒店店。很很高高兴兴再再次次见见到到您您，您今天过的好么？您今天过的好么？客人：客人：客人：客
16、人：很好，谢谢。很好，谢谢。酒酒酒酒店店店店员员员员工工工工：希希望望您您在在本酒店再次入住愉快。本酒店再次入住愉快。客客客客人人人人：谢谢谢谢，我我也也希希望如此。望如此。Dialogue 3酒店员工：酒店员工：您好，先生。您要离店了吧。客人：客人：是的，我要回去了。酒酒店店员员工工：希望您在我们酒店度过一段愉快的时光。客人：客人：是的，我过的很愉快，谢谢。酒酒店店员员工工：祝您旅途愉快，希望您能很快再次光临。Module 1 Basic Guest Contact 1(Greeting and Farewell)问候：greeting 住店愉快：pleasant stay早上好：Good
17、morning 开心：good time下午好：Good afternoon 登记入住：check in晚上好:Good evening 出示：show欢迎光临：Welcome to 喜欢：enjoy希望：hope 接待台前台：Reception Counter Front DeskModule 1 Basic Guest Contact 1(Greeting and Farewell)1.Good 2. How do you do?/How are you?/How is your day?/How is your dinner?/How was your trip? morningafte
18、rnooneveningModule 1 Basic Guest Contact 1(Greeting and Farewell)3.Welcome to our hotel/our restaurant. How may I help you/What can I do for you? 4.I am glad/happy/pleased to see you. 5. I hope you will enjoy your stay with us.have a good time here.have a pleasant stay in our hotel.Dialogue1Staff: G
19、ood afternoon, sir. Welcome to our hotel, how can I help you?Guest: I want to Vong King Garden, Where is it ?Staff: Its on the 2nd floor, this way, please. I hope you will have a good time here.Guest: Thank you .Staff: Youre welcome.Module 1 Basic Guest Contact 1(Greeting and Farewell)再见：再见：Good bye
20、 喜欢：喜欢：enjoyed入住本酒店：入住本酒店：stay with us 服务：服务：service赞赏：赞赏：compliment 满意的：满意的：satisfied评论：评论：comments 期待：期待：look forward to旅途愉快：旅途愉快：nice trip 访问：访问：visit飞行顺利：飞行顺利：smooth flight一路平安：一路平安：Have a safe tripjourney Bon VoyageModule 1 Basic Guest Contact 1(Greeting and Farewell)6. Good-bye,Thank you forst
21、aying with us/visiting us.choosing our hotel.your compliment.your comments.Module 1 Basic Guest Contact 1(Greeting and Farewell)7. Good-bye Sir/Mr/Miss/Ms,and have a nice trip.have a pleasant journey.have a smooth flight.have a nice day.Module 1 Basic Guest Contact 1(Greeting and Farewell)8. 8. We h
22、ope youWe hope you PleasePlease enjoyed your meal. enjoyed your stay.had a great time.are happy with the service.are satisfied with e e back soon.visit us again.stay with us againModule 1 Basic Guest Contact 1(Greeting and Farewell) 9. 9. We look forward toWe look forward to 10. 10. Did you enjoy Di
23、d you enjoy seeing you again.serving you again.receiving you again.your next visit/arrival.your stay with us?your meal/trip?staying in our hotel? your stay in ShaoxingDialogue2Staff: Goodbye, sir, thank you for choosing our hotel, do you enjoy your meal in our hotel?Guest: yes, its very good.Staff: Thank you for your compliments. We hope you enjoyed your meal, please come again.Guest: OK, Thank you.Staff: Goodbye, sir, and have a safe trip.
