酒店常用英语培训资料.doc

目录（Catalogue）第一章 日常用语(Everyday-use English)第一节 问候语（greeting）第二节 打招呼（saying hello）第三节 介绍（introduction）第四节 感谢（appreciation）第五节 致歉（apologizing）第六节 引路（showing the way）第七节 道别 (saying goodbye)第八节 打、接电话（making& answering a call）第九节 谢绝（refusing in a polite way）第十节 英语脏话（dirty words）第十一节 委婉用语（euphemism）第二章 部门英语（English on specific occasions）第一节 预订处（Reservation）第二节 总台 （The Front Office）第三节 水疗 （Kurhas Center）第四节 客房 （Housekeeping）第五节 收银 （Cashiers） 第三章 有用词汇（useful vocabulary） 酒店各部 (name of each department) 职务头衔 (posts & titles) 酒店建筑 (buildings and architectures) 娱乐休闲场所 (place for recreation and leisure) 娱乐休闲保健健身项目(entertainment, leisure, health-care and sports) 客房常见物品 (furniture and fittings in guest room) 浴室常见物品 (fittings in bath room) 客人可能遗留的物品(things left by guests) 第一章 日常用语 Everyday-use English第一节 问候语 Greeting1.日常问候早上好 Morning/Good morning.下午好 Good afternoon.晚上好 Good evening.晚安 Good night. 做个美梦 (Wish you) Have a nice dream.睡个好觉 (Wish you) Have a sound sleep.节日祝福 传统的西方节日 Traditional Western Holidays生日快乐Happy birthday! Happy birthday to you! Wish you a happy birthday!新年快乐Happy new year!情人节快乐Happy valentines day!复活节 Easter(在每年的三月底或四月初，三月出现满月后的第一个星期天)母亲节快乐Happy mothers day! (五月的第三个星期天)父亲节快乐Happy fathers day! (六月的第四个星期天)(美国)独立日快乐Happy Independence Day! (每年月4日)万圣节快乐Happy Halloween (宗教节日，每年10月日)感恩节快乐 Happy Thanks-giving day!(每年月的第四个星期四) 圣诞快乐Merry Christmas.（每年的月日）传统的中国节日 Traditional Chinese holidays 春节 Spring Festival 妇女节Womens Day 清明节 Tomb-sweeping Day 青年节 Youth Day 劳动节 Labors Day 儿童节 Childrens Day端午节 Dragon-boat Day 中秋节Mid-autumn Day国庆节 National Day注意: 问候外国人的时候,一定不要说You are very tired.(“您累了吧”)。因为文化背景不一样,加之思维方式的差异,外国人会认为这是对其健康与能力的一种怀疑。如果非说不可,可以说“You must be very tired”(你一定很累了吧),这样还勉强可以接受。第二节 打招呼 Saying hello您好/你好(初次见到客人)How do you do?您好/你好(非初次见面,非正式) Hello/hi. 很高兴见到你.Nice to meet /see you. Glad to see/meet you. Its a pleasureto see/meet you. Im very pleased to see/meet you.您好吗? How are you (today)? 还不错,你呢? Fine, thank you, and you? 我也不错,你呢?Im Ok/not bad. 还好吗(较为随便)?Whats up?注意:在给外国客人,尤其是英美客人打招呼的时候,切忌问Have you eaten/ have you had your breakfast/lunch/dinner？（您吃了没有/您吃早饭/午饭/晚饭没有）因为客人会认为这是他自己的事情,和其他人没有关系,或是会推测你是不是有意请他吃饭,把这视为一个用餐的邀请,或是认为你怀疑他基本的生存能力(是不是连饭都吃不起了)第三节 介绍 Introduction 这是张先生.This is Mr. Zhang.(切记,在这个句子中,不能用he(他)代替this) 这是王小姐.This is Miss Wang. (同样,在这个句子中,不能用she代替this) 这是我们酒店总经理.This is the general manager of our hotel. 补充: 称呼外国人的时候,可以按以下方式:男士:Sir先生 Gentleman绅士 Man男人（太过随便,慎用） Guy小伙子（慎用）女士：Madam夫人（用于已婚女性） Lady女士，（多指出生名门，有文化教养的女性，这样称呼，多半能让对方很开心）Miss 小姐（用于未婚女性，后接姓氏）Mrs.夫人，太太（后接姓氏）Ms.(用于不知道是否已经结婚的女性)备注：英美人的名字一般包括三个部分：名（given name），中间名（middle name）以及姓氏（family name/surname）。比如说，在George W. Bush(乔治.沃克 .布什) 中，George是名，布什是姓。因此，我们可以称呼他George,或是Mr. Bush,而不能是Mr. George. 另外，英美女性在结婚之后都会随夫姓，因此，如果Rose Williams(罗斯.威廉姆斯)嫁给Tom Hamilton（汤姆.汉密尔顿）之后，我们就只能称她为Mrs. Hamilton而不是Mrs. Williams第四节 感谢 Appreciation1表示感谢（expressing ones gratitude）谢谢你，先生。 Thank you, sir. 多谢。 Thanks a million.谢谢你的帮助。Thanks for you help.非常感谢。Thank you very much/Thanks a lot.你能这样说，真的太好了。Its very kind of you to say such我感谢你的好意。I appreciate for you kindness.对你所做的一切，我非常感激。Im deeply grateful for all you have done.2. 用英语回答别人的谢意 别客气。Not at all. You are welcome. Dont mention it. 我高兴，我乐意。Its a pleasure. Its my pleasure.我随时奉命。Im at your service.我乐意效劳。Im willing to be of service.注意：酒店美女云集，当客人称赞你漂亮的时候，如You are very beautiful/bonny/attractive/sweet/charming.(你很漂亮/美丽/有吸引力/甜美/有魅力)，切忌不可说No, Im not beautiful at all。(不，我根本就不漂亮)。恰当的回答应该是：Thank you. (谢谢) Its very nice of you to say that.（非常感谢你这么说） You are flattering me.（你过奖了） Are you serious?（你是认真的吗）Is my face red?（我脸红了吗）。第五节 致歉 Apologizing 1. 表达歉意 Expressing ones repentance 对不起 Sorry. Im sorry.我很遗憾 I regret.对不起，打搅一下 Excuse me.能再说一遍吗？ Pardon? Beg your pardon?非常对不起 Im awfully sorry. Im terribly sorry.原谅我来迟到了。 Forgive me for being late. 给您添麻烦了。 Sorry to bring you trouble.给你带来不便了。 Sorry to bring you inconvenience. 疏忽大意，请原谅。 Please forgive my negligence.他经验不够，请原谅。Please forgive him since he is not as experienced.我为我说的话道歉。I apologize for what I have said.对不起，设备正在检修。Sorry, the facility here is being repaired.注意：就程度而言，apologize表达的歉意最深，一般用于己方明显或是重大的过错，而terribly sorry 或是awfully sorry程度次之，sorry表示一般的歉意，而regret则表示的一种同情或是遗憾。注意：和英美人打交道，千万不要很“谦虚”，很不好意思地说Sorry to have taken up your time(耽误你时间了)或是Sorry to waste your time（浪费你的时间了），因为对方会认为你觉得和他在一起的时间毫无意义，不充实，也不开心。我们可以说Its great to be with you(和你一起太棒了)。 2. 回应别人的歉意算了 Forget it.没关系 It doesnt matter.没事 No problem.根本没有什么 Not at all.不要紧 Never mind.别操心了 Do not let it worry you.这不是你的错 Its not your fault.第六节 引路 Showing the way藏羌风情园在二楼 The Zang and Qiang Custom Garden is on the second floor.西餐厅在二楼 The western food restaurant is on the second floor.您的房间在四楼，你可以乘电梯上去 Your room is on the fourth floor, and you can take the elevator.要用早餐的话，请下一楼 Go downstairs to the first floor if you want to have your breakfast. 请这边走 This way, please.请跟我来 Please follow me. Please go with me.我会给你引路 Ill show you the way.温泉区下二楼，那里有人会为你引路 Go downstairs to the second floor, and there will be some one to show you to the hot spring area.一直走，在第一个路口左拐 Walk on and turn left at the first corner. 直走大约20米，你会发现卫生间在你右手边 Walk along for about 20 meters, and youll find the restroom is on your right.别墅在宾会大厅后面The Villas are behind the Housing and Guests Center. 网球场在桂苑对面 The tennis court is on the opposite of the Laurel Garden. 走路大概要5分钟 It will take you five minutes to walk there. 第七节 道别 Bidding farewell/Saying goodbye 再见 Goodbye. Bye. See you. 欢迎再次光临 Welcome to come again.希望能很快再次见到你 Hope to see you again soon.一路保重 Take care. Mind your step.旅行愉快 Have a good trip. Have a nice journey.一路顺风 Bon voyage. 注意：切记不要把中文的“慢走”按照字面意思翻译成“Please walk slowly”, 更为恰当的的说法应该是“Take care”或者“Mind your step”。第八节 打接电话 Making & answering a call 喂，是绵洲温泉酒店吗？Hello, is that Mianzhou Hot Spring Hotel?您好，这是绵洲温泉酒店。Good morning/afternoon/evening, this is Mianzhou Hot Spring Hotel.您需要什么服务吗？Can I help you? What can I do for you? Is there anything I can do for you.请稍等。Please hold on for a moment. A moment, please.我可以和詹姆斯先生通话吗? May /Can/Could I speak to Mr. James? Is that Mr. James?是的,我是詹姆斯。Yes, this is James speaking.对不起，这是客房中心，请拨分机号。Sorry, this is housekeeping center; please dial the extension number. 对不起，他不在，我可以给他捎个信吗？Sorry, he is not in/available. May I take a message? 请稍等，他马上就到。Please wait for a moment. Hell come immediately.请稍等，我去叫他。 Please wait for a moment. Ill get him soon.我能知道你的名字吗？May I know your name?我能知道你的电话号码吗？May I know your telephone number?第九节 谢绝 Refusing in a polite way 谢谢你,但是恐怕这违反酒店的规定。Thank you, but Im afraid this is against the regulations of the hotel.感谢你的邀请，但是我已经有约会了。Thank you for your invitation, but I have already had an appointment.对不起，上班时间，我不能离开自己的工作岗位。Sorry, its not allowed to leave while on duty. 对不起，这是不允许的。Sorry, its forbidden. 对不起，这不是我们的习俗。Sorry, its not our cup of tea.如果你不介意的话，我宁愿不谈此事。If you dont mind, Id rather not discuss it.事实上,这个项目是不打折扣的 In fact, we offer no discount for this item.老实说,这超出了我的权限范围 To be honest，its not within my authority.我情愿不I prefer not. 对我来说，这个问题太有争议了。For me, this question is quite controversial.第十节 英语脏话 Dirty words酒店的服务有口皆碑，但这与学习英语脏话并不矛盾。掌握常见，流行的脏话有助于我们洞察客人的情绪，态度，以便做出相应的措施。 最常见的四字脏言(四字经)Fuck 操 Shit 狗屎 Hell 混蛋，地狱 Damn 该死的 Cunt 讨厌鬼 其他脏言 Son of bitch 狗娘养的 Bastard 狗杂种 Damn you 该死的Go to hell 滚开 Rubbish 废话 Nonsense 胡说表示讨厌和气愤的脏言How boring! 真烦人 You are crazy! 你疯了Im very upset! 难受 How annoying! 真讨厌Im very annoyed! 心烦 I cant stand it! 我受够了I cant put up with all this! 简直无法忍受It makes me sick! 让人恶心This is too much! 太过分了 Its a disgrace! 真不象话 第十一节 委婉用语 Euphemism 一直以来,我们习惯用W。C或Toilet表示厕所,但是,前者显得太直接,原始,而后者指抽水马桶,让人感觉不爽.1 怎样更加文明地表示厕所Restroom休息室 Bathroom 卫生间 Powder-room 化妆间 Happy room 快乐室Comfort station 舒服站 Mens/Gentlemens 男士Womens/ladies 女士2. 外国人怎样委婉地表示入厕answer the call of nature 响应一下大自然的号召go somewhere else 去别的地方make oneself comfortable 放松一下pick some flowers 摘点花get some fresh air 呼吸一下新鲜空气cash a check 取点钱3. 常见委婉用语残疾 crippled 肥胖plump(丰满的) 瘦的 slim(苗条) 老人 senior citizen(资深公民)家庭主妇 domestic engineer(室内工程师)瞎眼的 sightless(看不见的) 弱智的 mentally handicapped(智力第二章 部门英语第一节 预订处 Reservation Reservations, can I help you?客房预订部，可以为你效劳吗？What kind of a room do you want/prefer?你要什么样的房间？We have economic standard rooms, deluxe standard rooms, single rooms, suites, deluxe suites, hot spring single rooms, deluxe hot spring suites and villas.我们有经济标准间，豪华标准间，单间，套房，豪华套房，温泉单间，豪华温泉套房以及别墅。A economic standard room is 328 RMB per night, a deluxe standard room 688 RMB per night, a single room 788RMB per night, a suite 1288 RMB per night, a deluxe suite 1688 RMB per night, a hot spring single room 688 RMB per night, and a deluxe hot spring suite 988 RMB per night. All the rates above are subject to 10% service charge. 经济标准间328元每晚，豪华标准间688元每晚，单间788元每晚，套房1288元每晚，豪华套房1688元每晚，温泉单间688元每晚，豪华温泉套房988元每晚。以上所有的房间都要加收10%的服务费。 How many nights do you want to stay? 你希望住几晚？ From which date? 从哪一天开始？ How many rooms do you want? 你需要订几间房呢？ Im afraid we have no double rooms, but we can offer you a standard room. 我们没有双人间，但是我们可以提供您一个标准间。Could you please hold on line? Ill check the room availability for those days.请别挂断好吗？我要查查最近几天有没有空房间。 Sorry, but we are all fully booked for next week. 对不起，下个星期的房间都被预订完了。 Sorry, we have no vacant room available now. 对不起，我们现在没有空房间。 Sorry, we have no vacant room now, cause this is the busiest /high/peak season, but would you please call us again this weekend? We may have a cancellation? 对不起，由于现在是旺季，我们已经没有空房间了，但是您能不能周末再打电话过来，也许有人会取消预约。 May I know your name? 可以告诉我您的名字吗？ How do you spell your name? 您的名字是怎么拼写的？ May I know your phone number please? 我可以知道您的电话吗？ Do you have a reservation or do you want to reserve? 您是已经有预约了呢还是您想预约？ We provide a special rate for your company. 我们对贵公司提供特价优惠。 The room rate is inclusive of bath rate. 房价是包括浴资的。 The room rate is exclusive of the bath rate. 房价不包括浴资。 You can pay by cash, credit card such as Visa card, Master card,American Express Card etc. 你可以用现金，或者威士卡，万士达卡或者美国运通卡付帐。 All our rooms are occupied. May I recommend you another hotel? 我们所有的房间都已有客人居住。我们可以给您推荐另外一家酒店吗？词汇 Vocabularyreserve/book 预订(动词) prefer 喜欢 cancel 取消(动词)single room 单间 double room 双人间 suite 套房triple room三人间 standard room 标准间 deluxe suite豪华套房 presidential suite 总统套房 vacant 空的 credit card 信用卡 slack/off season 淡季 high/peak season 旺季 cash 现金第二节 总台接待处 The front office Good morning/afternoon/evening! Welcome to Mianzhou Hot Spring Hotel. 早上/下午/晚上好。欢迎光临绵洲温泉酒店。 Please check in here. 请到这儿登记入住。 Do you have a reservation with us? 您有预约吗？ What kind of a room do you prefer? 您想要一个什么样的房间呢？ We have economic standard rooms, deluxe standard rooms, single rooms, suites, deluxe suites, hot spring single rooms, deluxe hot spring suites and villas.我们有经济标准间，豪华标准间，单间，套房，豪华套房，温泉单间，豪华温泉套房以及别墅。Here is the tariff. You can have a look at it.这儿是房间牌，您可以看一看。The room rate is inclusive of bath rate. 房费包括浴资。 The room rate is exclusive of the bath rate. 房费不包括浴资。 We provide no discount here. 我们是不提供折扣的。 You can pay by cash, credit card such as Visa card, Master card, American Express Card etc. 你可以用现金，威士卡，万士达卡或者美国运通卡付帐。 Could you please show me your passport/ 我可以看下您的护照吗？ Could you please show your I.D card? 我可以看一下您的身份证吗？ Please fill in the registration card. 请填写入住登记卡。 You are expected to send a deposit here, which is 1.5 times of the room rate，or you can also deposit your credit card here. 您要交相当于房间1.5倍的押金,或是将您的信用卡压在这里。May I take a print of your card?我可以刷一下您的卡吗？Please keep your valuables here.贵重物品，请在这里寄存。Your room number is 6325 on the third floor. Just a moment please. A bellman will show you to your room. I wish you a happy stay.您的房间是3楼的6325号。稍等一下，行李员会带你过去。祝你居住愉快。You can play badminton, tennis, table tennis, bowling, snooker, pool, and electronic games here.在这里您可以打羽毛球，网球，乒乓球，斯洛克，还可以玩电玩。Western food is served on the second floor, and Chinese food is provided on the first floor.在二楼可以用西餐，一楼可以用中餐。You can sing in KTV on the second floor, or you can have barbecues and enjoy the performance in the Zang and Qiang Custom Garden.在二楼您可以唱卡拉OK，或是在藏羌风情圆吃烧烤，看节目表演。The kurhas center mainly includes the indoor hot springs，the outdoor hot springs and a swimming pool.水疗中心主要包括室内温泉,室外温泉以及游泳池。The Aquatic Park mainly consists of the Entrance Area, the Mountain Tai Forest and the Aquatic Garden.水公园主要由入口区域，泰山森林以及水上乐园构成。There are such interesting items like Man-made Sea, Childrens Water World, Happy Water World, Aquatic Gymnastics Club, Gusto Vale，Cabin in Jungle，and so on. 这里有很多有趣的项目，诸如人造海，儿童水世界，欢乐水世界，水上健身俱乐部，野趣沟，丛林树屋等等。If you need our service, please take up the phone in your room and dial“ 6”.如果你需要服务，请拿起房间电话，拨“6”。Please sign at the Cashers Counter when you check out.结帐时请到收银台签名。词汇 Vocabulary tariff 房价表 Visa Card 威士卡 Master Card 万事达卡American Express Card 美国运通卡 valuables贵重物品 badminton羽毛球 tennis网球 table tennis乒乓球 bowling 保龄球 snooker斯洛克(英式台球) pool美式台球electronic games电玩 Chinese food中餐 western food 西餐barbecue烧烤 Kurhaus Center水疗中心 Aquatic Park水公园inclusive包括的 exclusive不包括的 第三节 水疗养生中心 Kurhas Center Welcome to Kurhas Center! 欢迎光临水疗养生中心。 Please check in at the front office. 请到总台登记。 Caution, wet floor. 地滑，请小心。This way to change room 更衣室这边走 Please show me your room card. 请出示你的房卡 Please change your shoes here. 请在这里换鞋 Please sign your name here. 请在这里签字 In public area, please take care of your possessions. 公共区域，请保管好您的财物 Please keep in valuables in the front office. 贵重物品，请在总台寄存 Please dont enjoy the hot spring for over 15 minutes each time. 泡浴时间，每次不要超过15分钟 Once feeling uncomfortable, please immediately get out of the pond and have a rest. 稍微感觉不适，请马上出池休息 Do you like something to drink? 您想喝点什么吗 We have Pepsi Cola, Coco Cola, Sprite, beer, orange juice and tea. 我们有百事可乐，可口可乐，雪碧，啤酒，橙汁，还有茶 Sorry, its not allowed to swim. 对不起，不能游泳 The pool is 1.8 meters deep. Please take care. 水深1.8米，请注意安全 There are indoor hot spring ponds and outdoor hot spring ponds.温泉包括室内温泉和室外温泉Mind your step.请慢走Welcome to come again.欢迎再次光临第四节 客房中心 Housekeeping For laundry service, dial 6. 若要洗衣服务，请拨6 Whats your room number? 您的房间号是多少 Well send someone to your room to pick up your laundry. 我们会派人到您的房间取您要洗的衣服 Please fill in/out this form. 请填写这张卡 Well deliver it to your room tonight. 我们今天晚上会把衣服送到您的房间 If you are in a hurry, we have a quick service. 如果您急着要，我们提供快洗服务 There is an extra charge of 50% for quick service. 快洗服务要额外支付50%的费用 Do you want to have it dry washed or just washed in water? 您是要干洗还是水洗 We also provide mending service. 我们还提供缝补服务 What do you want to drink? 你们想喝点什么呢？ There is a drink list in your room, which is next to the TV. 房间的电视机旁有酒水单 What kind of snacks do you want? 你需要什么小吃呢 We have rice noodles, dumpling, steamed bread, and clod dishes.我们有米粉，饺子，馒头还有凉菜Please wait for 10 minutes.请等10分钟Dont worry; well send some one to fix it.不要担心，我们会派人来修理An engineer will come and check immediately.工程师会马上来检查第五节 收银处 AccountingJust a moment, please. The cashier will have your bill ready.请稍等，收银员奥妙上准备好您的帐单Shall I draw up your bill?要我帮您结帐吗Excuse me, but I dont think thats enough.对不起，我认为钱不够That will cover the amount.钱足够了Here is your change and receipt.这是 您的找零和收据May I have your signature?请签名好吗We can exchange US dollars, pounds, and HK dollars.我们可以兑换美元，英镑以及港币Sorry, its non-convertible here.对不起，这不能兑换It comes to 200 US dollars at todays exchange rate.按照今天的汇率，折合起来是200美元词汇cashier收银员 bill帐单 change找零 receipt收据signature签字 exchange兑换 convertible可兑换的US dollar美元 Pound英镑 RMB人民币HK dollar港币 Lire 里拉 Rouble 卢布 Franc(FRF)法国法郎 Krona(SEK)瑞士法郎 Yen(JPY)日元 Deutsche Mark(DEM)德国马克酒店各部 综合部 Comprehensive Department 质检部 Quality-inspecting department水疗中心 Kurhuas Center餐饮部 Catering Department工程部 Engineering Department安全部 Security Department房务部 Housekeeping Department营销部 Marketing Department财务部 Treasury Department 职务与头衔 总经理 General manager 部门经理 (Section) man