酒店收银员英语培训资料.doc

酒店收银员英语培训资料一、礼貌用语 courtesy english （一）欢迎和问候语：welcome & greetings1、good morning/afternoon /evening , sir/madam 早上（下午、晚上）好，先生（夫人）。2、how do you do? 您好！（初次见面）3、glad to meet you . 很高兴见到您。4、how are you? 您好吗？ fine, thanks. and you? 很好，谢谢。您呢？5、welcome to our hotel/restaurant. 欢迎来到我们酒店（餐厅）。（二）致谢、答应语、致歉、要求客要重复：thanks, reply, apologies, repeat致谢1、thank you (very much) . 谢谢您（非常感谢）。2、i appreciated it. 非常感谢！回应客人致谢3、you are welcome . 不用谢。4、not at all. 不用谢。5、its my pleasure . 非常高兴为您服务。6、thats all right. 没关系。致歉7、im sorry . 很抱歉。8、excuse me . 对不起。9、im sorry , its my fault. 很抱歉。那是我的过错。10、sorry to have kept you waiting . 对不起，让您久等了。11、im sorry about this. 对此表示抱歉。要求客人重复12、i beg your pardon？ 对不起，您可以重复一遍吗？13、im sorry, i dont understand. could you repeat that? 没听懂，可以重复一遍吗？（三）征询语：asking & inquiries 1、can(may)i help you? 我能帮您什么吗？2、what can i do for you . 我能为您干点什么？3、is there anything i can do for you ? 有什么能为您效劳的吗？4、just a moment , please. 请稍等一下。5、certainly. 当然可以。6、yes, of course . 当然可以。（四）指路用语：directions1、go upstairs/downstairs. 上楼/下楼。2、its on the second (third) floor . 在二（三）楼。3、where is the washroom /restroom/ elevator? 请问卫生间/休息室/电梯在哪儿？4、this way ,please. 请这边走5、turn left /right. 往左转/右转。6、its in the lobby near the main entrance. 在大堂靠近大门。7、its at the end of the corridor. 在走廊尽头。6sign 标志/指示牌entrance 入口exit 出口gate 大门口glass door 玻璃门crossing 路口/交叉路口elevator/lift 电梯stairs 楼梯upstairs 楼上downstairs 楼下turn left/right 转左/右go straight 直走go through 穿过walk out 走出go up/down 上/下楼go down/along 沿着walk into 走进1st floor 一楼basement （1） 地下室/负（一）楼sandwich 夹层（五）提醒用语：reminding & tips1、mind/(watch)your step. 请走好。2、please be careful. 请当心。3、please dont leave anything behind. 请别遗忘您的东西。4、dont worry. 别担心。5、take it easy. 放心好了。6、please dont smoke here. 请不要在这边抽烟。 （六）告别语：saying goodbye1、goodbye. 再见。2、see you later. 再见。3、good night . 晚安。4、see you tomorrow. 明天见。5、goodbye and thank you for coming. 再见，谢谢您的光临。6、goodbye and hope to see you again. 再见，希望再见到您。7、have a nice trip! 一路平安！二、常用词汇 common wordsbill 账单cash 现金total 总计receipt 收据pre-authorized 预授权invoice 发票together 一起（结账）deposit 押金signature 签字separately 分开地change 零钱check/cheque 支票discount 折 扣counterfeit 假 钞master 万事达union pay 银 联visa visa卡adult 成人children 儿童height 身高meter 米rack rate 门市价net rate 净价special offer 特价promotion rate 促销价charge 收费/费用standard 标准balance 余额password 密码insufficient 不充足的tariff 价目表item 项目 price 价格remark 备注三、常用短语common phrasescheck out 结帐master folio 总帐make payment 付账how much 多少钱pay in cash 现付credit card 信用卡sign the bill 签单service charge 服务费minimum charge 最低消费foreign currency 外币foreign exchange 外币兑换exchange rate 兑换率draw up 结算free of charge 免费business hour 营业时间opening time 营业开始时间closing time 营业结束时间四、常用句子 common sentences（一）关于结帐 about settling the bill1. 客人提出结帐 1）im checking out. 我要结帐2）check, please! 麻烦结账3）we are ready to pay. 我们要结账2. 给客人出示账单4）just a moment, please. ill draw up the bill for you. 稍等，我帮您结算一下。5）here is your bill. 这是您的账单6）here you are. 给您7）that comes to 48 yuan. 一共是48元8）the total is 48 yuan. 一共是48元3. 询问结帐方式9）would you like to pay separately or together? 您要分开付还是一起付？10）how would you like to pay? 您要怎么付款？11）how would you like to make payment? 您要怎么付款？12）how would you like to settle your bill? 您要怎么付款？4.客人结帐方式13）we asked for separate checks. 我们的账要分开结。14）ill pay for both of us. 两份都算在我账上。15）ill use my credit card. 我要刷卡。16）please sign on the line. 请在线上签上您的名字。17）please sign your name here 请您在这里签名。18）ill pay by cash. 我要付现金。19）my company will pay the bill. 由我的公司支付。20）sorry, we dont accept personal checks in our hotel.对不起我们不接收私人支票。（二）找零钱开发票 change & invoice21）please count the change. 请点一下找您的零钱。22）just a minute, ill print out your invoice. 稍等，给您开发票。23）here is your receipt/invoice. 这是您的收据/发票。24）here is your change。 这是找您的零钱。（三）兑换外币 foreign exchange25）you can exchange your money at the reception. 你可以到接待处兑换。26）may i exchange some money here? 这里可以兑换外币吗？27）whats the exchange rate today? 今天的汇率是多少？28）todays exchange rate is 7.5 yuan against 1us dollar.今天的兑换率是1美元兑换7.5元人民币.29）how much would you like to change? 您想换多少钱？（四）其他常语句 other common expressions30) theres a 15 service charge. 要加收百分之十五的服务费。31) the minimum charge is 150 yuan per person. 每人最低消费是元。32) can you break a 100 yuan? 你能找开元吗？33) your credit card was denied. 您的信用卡被拒收。34) whats this 12 yuan for? 这元是什么钱？35) would you like to settle the difference in cash? 您用现金支付差额吗？36) there is a twenty percent discount. 给您打八折37) we need an advance deposit by credit card or in cash.您要用信用卡或者现金支付押金。五、补充资料其他酒店常用英语 supply materials常用词汇manager 经理supervisor 主管journey 旅程weather 天气minute 分钟quarter 一刻钟hour 小时day 天week 周month 月weekdays 周一至周五 weekend 周末congratulations 祝贺bank 银行cancellation 取消confirm 确认colleague 同事percent 百分之january 一月february 二月march 三月april 四月may 五月june 六月july 七月august 八月september 九月october 十月november 十一月december 十二月sunday 星期日 monday 星期一 tuesday 星期二 wednesday 星期三 thursday 星期四 friday 星期五 saturday 星期六 passport 护照opposite 对面的elevator 电梯souvenir 纪念品lobby 大堂supermarket 超市booth 雅间breakfast 早餐lunch午餐supper 晚餐dinner正餐，宴会lemonade 柠檬水常用短语、部门、项目recreation center 康体部shopping arcade 购物中心international convention center 会展中心international conference hall 国际会议厅conference room 会议室any time 随时hold the line 别挂电话half price 半价service charge 服务费check in 登记住宿check-in info. slip 入住信息条check out 结账离店room card 房卡breakfast coupon早餐券very important person （vip） 重要客人business card 名片room service 送餐服务laundry service 洗衣服务business hour 营业时间western food 西餐cantonese food 粤菜coffee 咖啡baby chair 婴儿椅soda water 苏打水orange juice 橙汁mineral water 矿泉水ice cream 冰淇淋wine list酒水单napkin 餐巾纸gym 健身房billiard room 台球室swimming pool 游泳池race apparatus 跑步机bowling 保龄球tennis 网球ping pong/ table tennis 乒乓球game center 游戏中心game coin 游戏币sauna 桑拿foot massage 沐足/足底按摩massage 推拿/按摩manicure 修甲aromatherapy 香薰常用句子1. thank you for your comments. 感谢您的意见。2. breakfast will be served from 7:00 to 9:30 at the hall of chinese restaurant.早餐时间是7-9，地点是中餐大厅。3. go straight