酒店礼仪英语培训专业版课件

《酒店礼仪英语培训专业版课件》由会员分享，可在线阅读，更多相关《酒店礼仪英语培训专业版课件（105页珍藏版）》请在金锄头文库上搜索。

1、英语培训专业级1 1酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）一概述 n n在酒店里所使用的英语会话，基本上是属于商业英语，与日常生活会话中所使用的英语略有不同，较注重礼节。正式英语通常会让人误解为极艰深的英语，其实，只要套用一定格式的句子和单词，就可以了。 2 2酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）例如n n 非正式英语非正式英语 正式英语正式英语 n nWhats your name? May I have your name? Whats your name? May I have your name? n n您贵姓？您贵姓？ 请问您贵姓大名？请问您贵姓大名？ n

2、nDo you want some tea? Could you like some Do you want some tea? Could you like some tea? tea? n n您要喝茶吗？您要喝茶吗？ 请问您想喝茶吗？请问您想喝茶吗？ n nOver here, please. Could you come this way Over here, please. Could you come this way please? please? n n这边请。这边请。 请您往这边走好吗？请您往这边走好吗？ 3 3酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n n不要说不要

3、说OK, Sure, YeahOK, Sure, Yeah等等，而要说等等，而要说Certainly, Sir. Certainly, Sir. n nHey, uh-huh, Hang on Hey, uh-huh, Hang on 等等，也不适合在酒店中等等，也不适合在酒店中使用。使用。 n n别说别说“ “I dont know.”I dont know.”回答回答“ “不知道不知道” ”是非常不礼是非常不礼貌的说法。貌的说法。 可以说可以说“ “just a moment, please. Ill just a moment, please. Ill check that for yo

4、u.” check that for you.” （请稍候，我来帮您确认），（请稍候，我来帮您确认），然后请有能力处理的人前来协助。然后请有能力处理的人前来协助。 n n* * 对男性客人，尊称为对男性客人，尊称为Sir; Sir; 面对女性客人时尊称为面对女性客人时尊称为Ms. Ms. n n在招呼客人时，最好说在招呼客人时，最好说“ “Excuse me, Sir(Ms)”, Excuse me, Sir(Ms)”, 不不要直接称呼要直接称呼Mr.Mr.或或Ms. Ms. 至于称呼小孩，可以直接使至于称呼小孩，可以直接使用用Excuse meExcuse me，但是不可以直接称呼，但是不可

5、以直接称呼boyboy或或girl. girl. 4 4酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n n* 正视对方的眼睛，以显示出你的信心和诚意。但必须注意，注视对方的眼睛，并不是无理地盯着对方看。 n n * 在面对语言不通的外籍人士时，一定要多加利用手势和肢体语言。但是使用手势时要特别小心，因为对于不同国家、民族而言，手势的意义也大不相同。5 5酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）二.基本待客英语 n n（一）在正式的英语表现里，疑问基本句型可分为下列四种： n n1. May I n n2. Could you n n3. Would you n n4. Shal

6、l I ? n n只要理解这四种基本的句型，就可以处理大部分业务上的状况。 6 6酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）1.自己要做什么事时，就使用May I n nMay I have your name, please? n n请问尊姓大名 n nMay I have your check-out time, please? n n请问您什么时候结帐离开？ n nMay I see your passport, please? n n请让我看一下您的护照好吗？ n nMay I know your nationality, please? n n请问您的国籍是什么？ 7 7酒店

7、礼酒店礼仪仪英英语语培培训训（专业专业版）版）2 麻烦客人时，可使用Could you n nCould you fill out the form, please? n n请您填写这张表格好吗？ n nCould you write that down, please? n n请您写下来好吗？ n nCould you draft the fax, please? n n请您写下传真的草稿好吗？ n nCould you hold the line, please? n n请不要挂电话好吗？ 8 8酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）3 询问客人的喜好或是做什么时，可使用Wou

8、ld you n nWould you like tea or coffee? n n请问您要喝茶还是咖啡？ n nWould you like to take a taxi? n n请问您要搭计程车吗？ n nWould you mind sitting here? n n请问您介意坐在这里吗？ 9 9酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）* 只要在疑问词后加“Would you ”，就可以提出大部分的询问。 n nWhen would you like to visit Kunshan? n n请问您想要何时参观昆山？ n nWhen would you like to hav

9、e lunch? n n请问您想在哪里用餐？ n nWhat time would you like to eat? n n请问您想何时用餐？ n nWho would you like to contact? n n请问您想和谁联络？ 1010酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n nWhich kind of room would you prefer? n n请问您喜欢哪一种房间？ n nHow would you like to settle your bill? n n请问您的账单如何处理？ n nHow long would you like to stay? n n

10、请问您要逗留多久？ n nHow many tickets would you like to buy? n n请问您要买几张票？ 1111酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）4 在提供建议协助、征求意见时，可使用Shall I 或Would you like me to do ? n nShall I draw the curtains? n n请问需要我把窗帘拉上吗？ n nShall I draw you a map? n n请问要我为您画一张地图吗？ n nShall I make the reservation for you? n n请问要我为您安排预约吗？ 1212

11、酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）（二）招呼语 n n Good morning. (用于中午以前) n n Good afternoon. (用于中午至下午六点以前) n n Good evening. (用于下午六点过后) 1313酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）在这些招呼语的后面接句子，例如： n nGood morning, sir. Are you checking-out? n n早上好，先生，请问您要退房吗？ n nGood afternoon, sir. Welcome to LI JIA Hotel. n n中午好，先生，欢迎光临丽嘉酒店 n

12、 nGood evening, Ms. May I help you? n n晚上好，小姐，请问我能为您服务吗？ 1414酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）后面也可以接上自己酒店名称、部门名称，如： n nGood morning, sir. This is the Front Desk. May I help you? n n早上好，先生。这里是服务台，请问您需要服务吗？ 1515酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）（三）回答 n n 1.一般性的回答 n n I see, sir. n n我明白了，先生。 n nCertainly, sir. n n好的，先生

13、。 1616酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版） 2.请对方再等一会儿 n nJust a moment, please. n n请稍等。 n nThank you for waiting. n n您久等了，先生。 n nI am very sorry to have kept you waiting. n n很抱歉让您久等了。 n nCould you wait a little longer, please? n n请您稍候好吗？ 1717酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）3.要麻烦客人或是拒绝客人的要求时 n n拒绝客人时，不要一口回绝说“No.”，要委婉一

14、些。 n nI am afraid I cant do that. n n不好意思，我恐怕没办法那样做。 n nExcuse me, sir. Please let me pass. n n不好意思，先生，麻烦让我过一下。 1818酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）4.道歉 n n如果是自己的错就说“I am sorry.”; 如果是公司的错，就说：“We are sorry.”。 n nI am very sorry for the delay. n n很抱歉延误了时间 n nI am very sorry for the inconvenience. n n很抱歉造成您的不

15、便。 n nI would like to apologize for the mistake. n n为这个错误我深致歉意。 1919酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）5.客人对自己说“Thank you.”时回答 n nYou are welcome. n n不客气。 n nThank you, sir. n n谢谢您，先生。 n nThank you very much. n n非常感谢您。 2020酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）6.交给客人某些东西时，可以说 n nHere you are. n n您要的东西在这里。 n nHere is your

16、room key. n n这是您的房间钥匙。 n nHere it is. n n这是您的东西。 2121酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）7 当客人准备离开时，可以说： n nHave a nice day. n n祝您有美好的一天。 n nPlease enjoy your stay n n祝您住宿愉快。 n nWe hope to see you again soon. n n希望不久能再次见到您。 n nThank you for staying with us. n n谢谢光临。 2222酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）8当客人的英语难以理解时 n

17、n面对客人的疑问，不要只是一味地傻笑，或是一面对客人的疑问，不要只是一味地傻笑，或是一直说直说Yes, Yes.Yes, Yes.如果听不懂事，要向客人提出疑问，如果听不懂事，要向客人提出疑问，或是先向对方说或是先向对方说“ “Just a moment, please.”, Just a moment, please.”, 然后然后请求他人协助。请求他人协助。 n nPardon? Pardon? n n对不起？对不起？ n nPardon me? Pardon me? n n对不起？对不起？ n nI beg your pardon? I beg your pardon? n n对不起请再

18、说一遍好吗？对不起请再说一遍好吗？ 2323酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n nCould you repeat that, please? n n请您重复一遍好吗？ n n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： n nExcuse me, sir. Do you mean you lost your room key？ n n不好意思，先生，您是说您丢了房间的钥匙？ 2424酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）电话英语的应对 n n1 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： n n“He

19、llo, this is Information Desk.” n n您好，这里是问询处。 n n“Information Desk speaking. May I help you?” n n问询处，请问您要服务吗? 2525酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）2.打错电话时 n n如果是外线打错时，可以回答： n nI am afraid you have the wrong number. n n不好意思，您打错电话了。 n nThis is the huaiyuan holiday Hotel, . n n这里是怀源假日酒店，电话是 。 2626酒店礼酒店礼仪仪英英语语培

20、培训训（专业专业版）版）n n如果是找其它部门时，可以回答：如果是找其它部门时，可以回答： n nThis is Room Reservations. You can dial 3952886 This is Room Reservations. You can dial 3952886 to Restaurant Reservations. to Restaurant Reservations. n n这里是客房预约处，餐厅预约请打这里是客房预约处，餐厅预约请打39528863952886。 n nI am afraid this is a direct line. We can not I

21、 am afraid this is a direct line. We can not transfer your call to the Chinese Restaurant transfer your call to the Chinese Restaurant Could you dial , please. Could you dial , please. n n不好意思，这是直接电话。我们无法为您转接中不好意思，这是直接电话。我们无法为您转接中式餐厅。请您改拨好吗？式餐厅。请您改拨好吗？ 2727酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）3.当负责的工作人员不在时 n nI

22、 am afraid Mr.Lin is out at the moment. He should be I am afraid Mr.Lin is out at the moment. He should be back around 5 p.m. back around 5 p.m. n n不好意思，林先生现在外出。他应该会在下午不好意思，林先生现在外出。他应该会在下午5 5点左右回点左右回来。来。 n nI am afraid Mr.Hao is on another line. Could you hold the I am afraid Mr.Hao is on another li

23、ne. Could you hold the line, please? line, please? n n不好意思，郝先生正在讲电话。请您在线上稍侯好吗？不好意思，郝先生正在讲电话。请您在线上稍侯好吗？ n nIll tell him to call you back when he returns. Ill tell him to call you back when he returns. n n他回来时，我会请他回电。他回来时，我会请他回电。 n nMay I have your name and phone number, please? May I have your name a

24、nd phone number, please? n n请告诉我您的大名和电话好吗？请告诉我您的大名和电话好吗？ 2828酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）4.当会话结束时 n n结束电话中的对话时，不可以简单说结束电话中的对话时，不可以简单说“ “bye-bye”,bye-bye”,最好说：最好说： n nThank you for calling. Thank you for calling. n n感谢您的来电。感谢您的来电。 n nYou are welcome, sir. You are welcome, sir. n n先生，不客气。先生，不客气。 n nWe lo

25、ok forward to hearing from you. We look forward to hearing from you. n n我们静候您的佳音。我们静候您的佳音。 n nPlease contact me if you have any further questions. Please contact me if you have any further questions. n n如果您有任何其他问题，请和我联络。如果您有任何其他问题，请和我联络。 2929酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）三柜台服务 n nB=行李服务员（Bellman） n nC=服务

26、员 (Clerk) n nH=客房服务员（Housekeeping） n nBC=领班（Bell Captain） n nG=客人（Guest） 3030酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）To the Front Desk. 带客人到柜台 n nB: Good evening, Ms. Welcome to huaiyuan holiday B: Good evening, Ms. Welcome to huaiyuan holiday Hotel. Hotel. n n小姐，晚安。欢迎光临中信酒店。小姐，晚安。欢迎光临中信酒店。 n nG: Thank you. G: Tha

27、nk you. n n谢谢你。谢谢你。 n nB: How many pieces of luggage do you have? B: How many pieces of luggage do you have? n n请问您有多少件行李？请问您有多少件行李？ n nG: Just this three. G: Just this three. n n只有这只有这3 3件。件。 n nB: Two suitcases and one bag. Is that right? B: Two suitcases and one bag. Is that right? n n2 2个旅行箱和个旅行

28、箱和1 1个手提皮包，这样对吗？个手提皮包，这样对吗？ n nG: Yes. Thats all. G: Yes. Thats all. n n对，就这些了。对，就这些了。 3131酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n nB: Ill show you to the Front Desk. This way, B: Ill show you to the Front Desk. This way, please. Ill put your bags by the post over there. please. Ill put your bags by the post ove

29、r there. n n 我来带您到柜台，这边请。我先将您的行李放在我来带您到柜台，这边请。我先将您的行李放在柱子旁边。柱子旁边。 n nG: I see, thanks. G: I see, thanks. n n我知道了，谢谢。我知道了，谢谢。 n nB: A bellman will show you to your room when B: A bellman will show you to your room when you have finished checking-in. you have finished checking-in. n n 当您办好住宿登记时，行李服务员会

30、带您到房间。当您办好住宿登记时，行李服务员会带您到房间。 n nG: OK. Fine. G: OK. Fine. n n好极了。好极了。 n nB: Please enjoy your stay. B: Please enjoy your stay. n n祝您住宿愉快。祝您住宿愉快。 3232酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）带领客人至客房 n nB: Good evening, Ms. Ill show you to your room. You B: Good evening, Ms. Ill show you to your room. You have two su

31、itcases and one bag. Is that right? have two suitcases and one bag. Is that right? 小姐，晚小姐，晚安。我来带您到房间。您有安。我来带您到房间。您有2 2个旅行箱和个旅行箱和1 1个手提皮包，是个手提皮包，是吗？吗？ n nG: Yes, thats right. G: Yes, thats right. n n是的。是的。 n nB: Is there anything valuable or breakable in your bagB: Is there anything valuable or break

32、able in your bag？ n n 请问您的皮包里有贵重物品或是易碎物品吗？请问您的皮包里有贵重物品或是易碎物品吗？ n nG: YesG: Yes，theres a bottle of whisky. theres a bottle of whisky. n n 有，里面有一瓶威士忌。有，里面有一瓶威士忌。 n nB: Could you carry this bag, Ms? Im afraid the contents B: Could you carry this bag, Ms? Im afraid the contents might break. might break.

33、 n n 小姐，手提包请您自己拿着好吗？我担心皮包里的物品会小姐，手提包请您自己拿着好吗？我担心皮包里的物品会破掉。破掉。 3333酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n nG: Sure, no problem. n n 好的，没问题。 n nB: Thank you, Ms. May I have your room key, please? n n 谢谢。您的房间钥匙借我用一下好吗？ n nG: Yes. Here you are. n n 好的，给你。 n nB: Thank you, Ms. Your room is on the 3rd Floor. Please f

34、ollow me. n n 谢谢。您的房间在3楼，请随我来。 3434酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）带领客人到达客房 n nB: This is your room. May I put your bags here, Ms? B: This is your room. May I put your bags here, Ms? n n 这就是您的房间。我把行李放在这边好吗，小姐？这就是您的房间。我把行李放在这边好吗，小姐？ n nG: Sure. Just put them anywhere. G: Sure. Just put them anywhere. n n 好啊

35、，放哪里都可以。好啊，放哪里都可以。 n nB: Is this the correct number of bags? B: Is this the correct number of bags? n n 请问行李的件数对吗？请问行李的件数对吗？ n nG: Lets see. Yes, thats all. G: Lets see. Yes, thats all. n n 嗯嗯-我看看，没错，就是这些。我看看，没错，就是这些。 n nB: May I hang your coat in the closet, Ms? B: May I hang your coat in the close

36、t, Ms? n n 小姐，我把您的外套挂在衣柜里好吗？小姐，我把您的外套挂在衣柜里好吗？ n nG: Ah, yes. Please do! G: Ah, yes. Please do! n n 哦，好的，麻烦你了。哦，好的，麻烦你了。 3535酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n nB: Shall I open the curtains for you? B: Shall I open the curtains for you? n n 需要我为您拉开窗帘吗？需要我为您拉开窗帘吗？ n nG: Yes, thats a good idea. G: Yes, thats a

37、 good idea. n n 好主意。好主意。 n nB: Here is your room key. Is there anything else I can do B: Here is your room key. Is there anything else I can do for you? for you? n n 这是您的房间钥匙，请问您还有什么要我服务的吗？这是您的房间钥匙，请问您还有什么要我服务的吗？ n nG: No. Thank you. G: No. Thank you. n n 没有了，谢谢你。没有了，谢谢你。 n nB: Please enjoy your sta

38、y. B: Please enjoy your stay. n n 住你住宿愉快。住你住宿愉快。 3636酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）婉拒小费 n nIts very kind of you, sir. But I am afraid we are not allowed to accept tips. n n先生，谢谢您的好意，可是我们不允许收小费。 n nWe have no tipping systems in our hotel. n n我们酒店没有小费制度。 3737酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）五住宿登记 n nC: Good mornin

39、g. May I help you? C: Good morning. May I help you? n n午安，请问您需要服务吗？午安，请问您需要服务吗？ n nG: Yes, my name is James Grimble. G: Yes, my name is James Grimble. n n对，我的名字是对，我的名字是JAMES GRIMBLEJAMES GRIMBLE。 n nC: Do you have a reservation with us, sir? C: Do you have a reservation with us, sir? n n先生，请问您有预约吗？先

40、生，请问您有预约吗？ n nG: Yes. G: Yes. n n有。有。 n nC: Thank you, sir. Just a moment, please. C: Thank you, sir. Just a moment, please. n n 先生，谢谢您。请您稍候。先生，谢谢您。请您稍候。 n nThank you for waiting, sir. Could you fill out the Thank you for waiting, sir. Could you fill out the registration card, please? registration c

41、ard, please? n n先生，让您久等了，麻烦您填写住宿登记卡好吗？先生，让您久等了，麻烦您填写住宿登记卡好吗？ 3838酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n nMr. Grimble. Your reservation is for a twin room for 6 nights and your bill will be paid by the Company. Could you sign at the Cashiers Counter, when you check-out, please? n nGrimble. 先生，您订的是6个晚上的两张床的双人房。您的

42、费用将由公司支付，麻烦您退房时到出纳柜台签名，好吗？ 3939酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n nG: Fine. G: Fine. n n好的。好的。 n nC: Your room is 607 on the 6th floor. A bellman C: Your room is 607 on the 6th floor. A bellman will show you to your room. Please enjoy your will show you to your room. Please enjoy your stay. stay. n n 您的房间是您

43、的房间是6 6楼的楼的607607号房，行李服务员会过来带号房，行李服务员会过来带您过去，祝您住宿愉快。您过去，祝您住宿愉快。 n nG: Thanks, I will. G: Thanks, I will. n n谢谢你。谢谢你。 4040酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）八客房管理 n nH: Housekeeping. May I come in? H: Housekeeping. May I come in? n n 我是客房管理人员，请问我可以进来吗？我是客房管理人员，请问我可以进来吗？ n nG: Yes, Id like to have this laundry

44、done, please. G: Yes, Id like to have this laundry done, please. n n 请进，麻烦你，我这些衣物要送洗。请进，麻烦你，我这些衣物要送洗。 n nH: Certainly, sir. Could you fill out the laundry form, H: Certainly, sir. Could you fill out the laundry form, please? please? n n 好的先生，麻烦你填一下送洗单好吗？好的先生，麻烦你填一下送洗单好吗？ n nG: Where is it? G: Where

45、is it? n n 单子在哪里？单子在哪里？ n nH: Its in the drawer of the writing desk. H: Its in the drawer of the writing desk. n n 在写字桌的抽屉里。在写字桌的抽屉里。 4141酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n nG: Fine. May I use your pen? G: Fine. May I use your pen? n n 好的，您的笔借我一下好吗？好的，您的笔借我一下好吗？ n nH: Certainly, sir. Here you are. H: Certai

46、nly, sir. Here you are. n n 好的，请用。好的，请用。 n nG: Thanks. Oh, and I dont want these shirts G: Thanks. Oh, and I dont want these shirts starched. starched. n n 谢谢。哦，这些衬衫不用上浆。谢谢。哦，这些衬衫不用上浆。 n nH: No starch. I understand, sir. H: No starch. I understand, sir. n n 不用上浆，我知道了。不用上浆，我知道了。 4242酒店礼酒店礼仪仪英英语语培培训训（

47、专业专业版）版）n nG: Yes, and Id like this sweater washed by hand G: Yes, and Id like this sweater washed by hand in cold water. It might shrink otherwise. in cold water. It might shrink otherwise. n n 对，还有件毛衣要用冷水手洗，要不然会缩水。对，还有件毛衣要用冷水手洗，要不然会缩水。 n nH: By hand in cold water. I understand. H: By hand in cold

48、water. I understand. n n 要用冷水手洗，我知道了。要用冷水手洗，我知道了。 n nG: When will it be ready? G: When will it be ready? n n 什么时候可以洗好？什么时候可以洗好？ H: We will deliver them H: We will deliver them tomorrow night around 6 p.m. tomorrow night around 6 p.m. n n 我们会在明天晚上我们会在明天晚上6 6点左右送过来。点左右送过来。 n nG: Fine. Thanks a lot. G:

49、 Fine. Thanks a lot. n n 好，谢谢你。好，谢谢你。 4343酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n n衣服各部位的名称衣服各部位的名称 n ncollar collar 衣领衣领 cuff cuff 袖口袖口 n nsleeve sleeve 袖子袖子 lapel lapel 西服或夹克的翻领西服或夹克的翻领 n nseam seam 接缝接缝 hem hem 褶边褶边 n nbuttonhole buttonhole 纽扣口纽扣口 pocket pocket 口袋口袋 n nwaistband waistband 腰带腰带 dart (dart (衣服上

50、的褶子衣服上的褶子) ) n npleat pleat 衣褶衣褶 gather gather 裙褶裙褶 n nturn-up turn-up （裤管底部折起来的）折边（裤管底部折起来的）折边 n nlining lining 夹里夹里 4444酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）要求打扫客房时 n nH: Housekeeping. May I come in? H: Housekeeping. May I come in? n n 我是客房人员，请问我可以进去吗？我是客房人员，请问我可以进去吗？ n nG: Yes, what is it? G: Yes, what is it

51、? n n 可以，有什么事吗？可以，有什么事吗？ n nH: Im sorry to disturb you, Ms, but we would like to H: Im sorry to disturb you, Ms, but we would like to clean the room. May we do it now? clean the room. May we do it now? n n 小姐，抱歉打扰您了，我想打扫房间。请问我们可以开始小姐，抱歉打扰您了，我想打扫房间。请问我们可以开始吗？吗？ n nG: Well, Im a bit busy at the moment

52、. Can you come G: Well, Im a bit busy at the moment. Can you come back later? back later? n n 嗯，我现在很忙，你能不能晚一点再来？嗯，我现在很忙，你能不能晚一点再来？ n nH: What time would be convenient, Ms? H: What time would be convenient, Ms? n n 小姐，请问什么时候方便呢？小姐，请问什么时候方便呢？ 4545酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n nG: Lets see. Could you come

53、 again around 5 p.m.? G: Lets see. Could you come again around 5 p.m.? n n 这个么，你大概下午这个么，你大概下午5 5点左右再来可以吗？点左右再来可以吗？ n nH: Im afraid no cleaning can be done between 4:30 and H: Im afraid no cleaning can be done between 4:30 and 6 p.m., may we come between 6 and 7:30 6 p.m., may we come between 6 and 7

54、:30 n np.m.? p.m.? n n不好意思，下午不好意思，下午4 4点半到点半到7 7点半之间我们不进行客房清扫工点半之间我们不进行客房清扫工作。请问下午作。请问下午6 6点到点到7 7点半之点半之n n间可以吗？间可以吗？ n nG: I guess so. Ill be out then anyway. G: I guess so. Ill be out then anyway. n n 我想是可以吧，反正那时候我不在。我想是可以吧，反正那时候我不在。 4646酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）客房之间的电话和外线电话 n nO: This is the rece

55、ption. May I help you? O: This is the reception. May I help you? n n 这里是总机，能为您服务吗？这里是总机，能为您服务吗？ n nG: Yes. Id like to call my friend in his room. G: Yes. Id like to call my friend in his room. What should I do? What should I do? n n 对，我想打到朋友的房间，要怎么打呢？对，我想打到朋友的房间，要怎么打呢？ n nO: Do you know the room num

56、ber, sir? O: Do you know the room number, sir? n n 请问您知道对方的房间号码吗？请问您知道对方的房间号码吗？ n nG: Yes, its 204. G: Yes, its 204. n n 204 204房间房间 n nO: the telephone number is 2824O: the telephone number is 2824n n 电话号码是电话号码是282428244747酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n nG: I see, well what about outside calls? n n 知道了

57、，那外线电话怎么打？ n nO: For calls inside jiaozuo, please dial 9 first and then the number. n n 如果是焦作市内电话，请先拨9，然后再拨电话号码。 n nG: What about outside jiaozuo? Id like to call Shanghai. n n 那焦作市以外的电话怎么打？我想打到上海。 4848酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n nO: For calls outside jiaozuo, please dial 0 and then the area code and

58、 number. n n 外市电话请先拨9，再拨区号，最后拨电话号码。 n nG: Fine. Thanks a lot. n n 好的，真是谢谢你。 n nO: Youre welcome, sir. n n 不客气。 4949酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）餐饮服务 n nGood evening, sir. Welcome to our restaurant. Good evening, sir. Welcome to our restaurant. n n晚上好，先生。欢迎光临。晚上好，先生。欢迎光临。 n nHow many persons, please? How

59、 many persons, please? n n请问几位？请问几位？ n nWhere would you like to sit? Where would you like to sit? n n您喜欢坐哪？您喜欢坐哪？ n nIll show you to your table. This way, please. Ill show you to your table. This way, please. n n我领你们去你们的卓位，请这边走。我领你们去你们的卓位，请这边走。 n nPlease take a seat. Please take a seat. n n请坐。请坐。 n

60、nA waiter will come to take your order. Just a moment, A waiter will come to take your order. Just a moment, please. please. n n服务员马上就来为您点菜，请稍候。服务员马上就来为您点菜，请稍候。 5050酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n nCan I take your order, sir? Can I take your order, sir? n n先生，您准备点菜吗？先生，您准备点菜吗？ n nHere you are, sir, the m

61、enu. Here you are, sir, the menu. n n先生，这是菜单。先生，这是菜单。 n nWhat kind of food would you like? What kind of food would you like? n n您喜欢什么样的食物？您喜欢什么样的食物？ n nThese are our specialties. These are our specialties. n n这些是我们的特色菜。这些是我们的特色菜。 n nThe chefs specialty is - The chefs specialty is - n n厨师的拿手好菜是厨师的拿手好

62、菜是- - 5151酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n nIm afraid we havent any trout left, Ms, but the turbot is Im afraid we havent any trout left, Ms, but the turbot is excellent. excellent. n n小姐对不起，鳟鱼已经没有了，但我们的比目鱼是非常好小姐对不起，鳟鱼已经没有了，但我们的比目鱼是非常好的。的。 n nExcuse me, sir. Chicken cubes with chili peppers has just Excus

63、e me, sir. Chicken cubes with chili peppers has just gone off. Would you like to try pork shreds with fresh gone off. Would you like to try pork shreds with fresh seasoning? Its also very good. seasoning? Its also very good. n n对不起先生，辣子鸡丁刚刚卖完。您要不要试试鱼香肉丝对不起先生，辣子鸡丁刚刚卖完。您要不要试试鱼香肉丝？这菜也很不错。？这菜也很不错。 n nWh

64、ich flavor would you prefer, sweet or sour? Which flavor would you prefer, sweet or sour? n n您喜欢哪种口味，甜的还是酸的？您喜欢哪种口味，甜的还是酸的？ n nHow about fried crisp pork? How about fried crisp pork? n n脆皮锅酥肉怎么样脆皮锅酥肉怎么样 5252酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n nAny to follow? Any to follow? n n接下来还要来点什么？接下来还要来点什么？ n nWould yo

65、u like to order a dessert? Would you like to order a dessert? n n您要甜点吗？您要甜点吗？ n nOur cocktail is excellent, I can recommend it. Our cocktail is excellent, I can recommend it. n n我们的鸡尾酒很不错，我想您推荐。我们的鸡尾酒很不错，我想您推荐。 n nWould you mind serving now? Would you mind serving now? n n现在上菜好吗？现在上菜好吗？ n nAnother b

66、eer, sir? Another beer, sir? n n先生，再来杯啤酒吗？先生，再来杯啤酒吗？ 5353酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n nThis wine goes very well with seafood. This wine goes very well with seafood. n n吃海鲜喝这种酒味到很好。吃海鲜喝这种酒味到很好。 n nSorry to have kept you waiting, sir. Your smoked Sorry to have kept you waiting, sir. Your smoked crisp fi

67、sh, special spicy chicken and beer. Please crisp fish, special spicy chicken and beer. Please enjoy your lunch. enjoy your lunch. n n很抱歉让您久等了，这是您的烟熏酥鱼、怪味鸡很抱歉让您久等了，这是您的烟熏酥鱼、怪味鸡和啤酒。祝您午餐愉快。和啤酒。祝您午餐愉快。 n nHere is your bill, sir. The total is 650 Yuan. Here is your bill, sir. The total is 650 Yuan. n n这是

68、您的账单，一共这是您的账单，一共650650元。元。 5454酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）寄放贵重物品程序 n nC: Good evening. May I help you? C: Good evening. May I help you? n n 晚上好，我能为您服务吗？晚上好，我能为您服务吗？ n nG: Yes. Id like to use a safety deposit box. G: Yes. Id like to use a safety deposit box. n n 我想使用保险箱。我想使用保险箱。 n nC: Certainly, sir. C

69、ould you fill out this form, C: Certainly, sir. Could you fill out this form, please? please? n n 好的，请填写这张表格好吗？好的，请填写这张表格好吗？ n nG: Here you are. G: Here you are. n n 写好了。写好了。 5555酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n nC: Thank you, sir. You would like to use it until C: Thank you, sir. You would like to use it

70、 until May 20th. May 20th. n n 谢谢。您预计寄放到谢谢。您预计寄放到5 5月月2020吗？吗？ n nG: Yes. G: Yes. n n 是的。是的。 n nC: This way, please. Your box number is 520. C: This way, please. Your box number is 520. n n 请往这边走，您的保险箱号码是请往这边走，您的保险箱号码是520520号。号。 n nG: Thank you. G: Thank you. n n 谢谢。谢谢。 5656酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）

71、柜台出纳 n nC: Good morning, sir. May I help you? C: Good morning, sir. May I help you? n n 早上好，先生，我能为您服务吗？早上好，先生，我能为您服务吗？ n nG: Yes, Id like to pay my bill, please. G: Yes, Id like to pay my bill, please. n n 是的，麻烦你，我要结账。是的，麻烦你，我要结账。 n nC: Certainly, sir. May I have your room key, please? C: Certainly,

72、 sir. May I have your room key, please? n n 好的先生。请给我房间钥匙好吗？好的先生。请给我房间钥匙好吗？ n nG: Sure. Here you are. G: Sure. Here you are. n n 好的，在这里。好的，在这里。 n nC: Just a moment, please. Ill print out your bill for you. C: Just a moment, please. Ill print out your bill for you. n n 请稍候，我来为您结账。请稍候，我来为您结账。 5757酒店礼酒店

73、礼仪仪英英语语培培训训（专业专业版）版）n n Thank you for waiting, sir. Your bill totals NT5,600. Thank you for waiting, sir. Your bill totals NT5,600. n n 让您久等了，您的账单总计是五千六百元。让您久等了，您的账单总计是五千六百元。 n nG: Thats too much! Would you mind letting me have a G: Thats too much! Would you mind letting me have a look at it? look a

74、t it? n n 这么多啊，您可不可以让我看一下？这么多啊，您可不可以让我看一下？ n nC: Not at all, sir. Here you are. C: Not at all, sir. Here you are. n n 好的，请看。好的，请看。 n nG: Thanks. Well, it seems to be all right. How much is G: Thanks. Well, it seems to be all right. How much is that in dollars, please? that in dollars, please? n n 谢谢

75、。嗯，看起来好像没问题。请问这些换成美金是多少谢谢。嗯，看起来好像没问题。请问这些换成美金是多少钱？钱？ 5858酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n nC: Just a moment, sir. Ill calculate that for you. It comes C: Just a moment, sir. Ill calculate that for you. It comes to 241 dollars and 41 cents at todays exchange rate. to 241 dollars and 41 cents at todays exch

76、ange rate. n n 请稍候，我来为您算一下。用今天的汇率换算是美金二百请稍候，我来为您算一下。用今天的汇率换算是美金二百四十一元四十一分。四十一元四十一分。 n nG: I see, OK. G: I see, OK. n n 好的，我知道了。好的，我知道了。 n nC: How would you like to make the payment? C: How would you like to make the payment? n n 请问您想要如何付费呢？请问您想要如何付费呢？ n nG: In cash, please. Here you are. G: In cash,

77、 please. Here you are. n n 付现金，给你。付现金，给你。 n nC: Thank you, sir. NT6,000. C: Thank you, sir. NT6,000. n n 谢谢，收您谢谢，收您60006000元。元。 5959酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n n Here is your change, NT400. Could you check it, Here is your change, NT400. Could you check it, please? Thank you for having chosen our ple

78、ase? Thank you for having chosen our n nhotel. I hope you enjoyed your stay. hotel. I hope you enjoyed your stay. n n 找您找您400400元，请您点收。谢谢您光临本酒店，希元，请您点收。谢谢您光临本酒店，希望您在这里一切愉快。望您在这里一切愉快。 n nG: It was great. Thanks very much. G: It was great. Thanks very much. n n 住这里挺不错的，谢谢。住这里挺不错的，谢谢。 n nC: Hope to see

79、 you again soon. Goodbye. C: Hope to see you again soon. Goodbye. n n 希望您再度光临，再见。希望您再度光临，再见。 6060酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）Instructions to a group of guests 对团体客人的说明事项 n n1) Your room keys and breakfast meal vouchers are in 1) Your room keys and breakfast meal vouchers are in the envelopes on this de

80、sk. They are arranged in the envelopes on this desk. They are arranged in alphabetical order. Please take the one which bears your alphabetical order. Please take the one which bears your name. name. n n各位的房间钥匙和早餐券就在这张桌子上面的信封里。请各位的房间钥匙和早餐券就在这张桌子上面的信封里。请拿写上自己名字的信封，信封是按照字母顺序排列的。拿写上自己名字的信封，信封是按照字母顺序排列的

81、。 n n2) Breakfast will be served from 7 a.m. tomorrow at the 2) Breakfast will be served from 7 a.m. tomorrow at the Coffee Shop on the First Floor. Please hand your meal Coffee Shop on the First Floor. Please hand your meal voucher to the wait when you arrive there. voucher to the wait when you arr

82、ive there. n n明天早上请在明天早上请在1 1楼的咖啡厅用餐，用餐时间从早上楼的咖啡厅用餐，用餐时间从早上7 7点开始。点开始。请各位到时将餐券交给服务人员。请各位到时将餐券交给服务人员。 6161酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n n3) The lobby is on the 2nd floor. Please press the L 3) The lobby is on the 2nd floor. Please press the L button in the elevator. button in the elevator. n n大厅在大厅在2 2楼

83、，搭乘电梯时请按楼，搭乘电梯时请按L L键。键。 n n4) The door of your room locks automatically. Please 4) The door of your room locks automatically. Please make sure that you have your room key when you leave make sure that you have your room key when you leave the room. You may keep your room key until you check-the roo

84、m. You may keep your room key until you check-out. out. n n 各位的房门会自动上锁。请各位在外出时务必携带钥匙。各位的房门会自动上锁。请各位在外出时务必携带钥匙。在退房之前，各位可以自行保管钥匙。在退房之前，各位可以自行保管钥匙。 n n5) Room-to room calls may be made from your room. 5) Room-to room calls may be made from your room. Please dial 6 first and then the room number. Please

85、 dial 6 first and then the room number. n n 各位房间的电话可以互相拨通，使用时请先拨各位房间的电话可以互相拨通，使用时请先拨6 6，然后再，然后再拨对方的房间号码。拨对方的房间号码。 6262酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n n6) Out side calls may be made from your room. Please 6) Out side calls may be made from your room. Please dial 0 first then the number. dial 0 first then

86、the number. n n各位房间的电话也可以拨外线，使用时请先拨各位房间的电话也可以拨外线，使用时请先拨0 0，然后再，然后再拨电话号码。拨电话号码。 n n7) Please read the emergency instructions on your room 7) Please read the emergency instructions on your room door. Your nearest emergency exit is also shown. door. Your nearest emergency exit is also shown. n n请阅读房门上的

87、紧急逃生说明。上面也标示了离您最近的请阅读房门上的紧急逃生说明。上面也标示了离您最近的紧急逃生出口。紧急逃生出口。 n n8) Please pay any incidental charges at the Front 8) Please pay any incidental charges at the Front Cashiers Desk when you check-out. You may hand in Cashiers Desk when you check-out. You may hand in your room key ay that time. your room k

88、ey ay that time. n n请各位退房时到出纳柜台自付杂费，同时请交还房间钥匙。请各位退房时到出纳柜台自付杂费，同时请交还房间钥匙。 6363酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）n n9) We will deliver your baggage to your room 9) We will deliver your baggage to your room soon. Please place your bags in front of your soon. Please place your bags in front of your room by 7:30

89、a.m. tomorrow morning. The room by 7:30 a.m. tomorrow morning. The bellman will collect them. bellman will collect them. n n我们很快就会将各位的行李送到房间里去。请各我们很快就会将各位的行李送到房间里去。请各位在明天早上位在明天早上7 7点点3030分，将行李放在房间门口。行分，将行李放在房间门口。行李服务员会去取件。李服务员会去取件。 n n10) Your departure time is at 9 a.m. Please be 10) Your departure

90、 time is at 9 a.m. Please be here by 8:50 a.m. at the latest. here by 8:50 a.m. at the latest. n n各位出发的时间是明天早上各位出发的时间是明天早上9 9点钟，请大家最晚点钟，请大家最晚8 8点点5050分之前来这里集合。分之前来这里集合。 6464酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）6565酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）6666酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）6767酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）6868酒店礼酒店礼仪仪英英语

91、语培培训训（专业专业版）版）6969酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）7070酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）7171酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）7272酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）7373酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）7474酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）7575酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）7676酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）7777酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）7878酒店礼酒店礼仪仪英英语语培培训训（专业专业

92、版）版）7979酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）8080酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）8181酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）8282酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）8383酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）8484酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）8585酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）8686酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）8787酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）8888酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）8989酒店

93、礼酒店礼仪仪英英语语培培训训（专业专业版）版）9090酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）9191酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）9292酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）9393酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）9494酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）9595酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）9696酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）9797酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）9898酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）9999酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）100100酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）101101酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）102102酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）103103酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）104104酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）105105酒店礼酒店礼仪仪英英语语培培训训（专业专业版）版）