酒店英语PPT课件

-,1,酒店英语EnglishforHotelBusiness,-,2,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。,概述,-,3,-,4,不说OK,Sure,Yeah等，而要说Certainly,Sir.,Hey,uh-huh,Hangon等，也不适合在酒店中使用。,别说“Idontknow.”回答“不知道”是非常不礼貌的说法。可以说“justamoment,please.Illcheckthatforyou.”（请稍候，我来帮您确认），然后请有能力处理的人前来协助。,对男性客人，尊称为Sir;面对女性客人时尊称为Ms.,注意,在招呼客人时，最好说“Excuseme,Sir(Ms)”,不要直接称呼Mr.或Ms.至于称呼小孩，可以直接使用Excuseme，但是不可以直接称呼boy或girl.,-,5,基本待客英语,基本句型,招呼语回答,MayI.?Couldyou.?Wouldyou.?ShallI.?,-,6,MayI.,自己要做什么事时，使用MayI.MayIhaveyourname,please?MayIseeyourpassport,please?MayIknowyournationality,please?,-,7,Couldyou.,麻烦客人时，可使用Couldyou.Couldyoufillouttheform,please?Couldyouwritethatdown,please?Couldyoudraftthefax,please?Couldyouholdtheline,please?,-,8,Wouldyou.,询问客人的喜好或做什么时，使用Wouldyou.Wouldyouliketeaorcoffee?Wouldyouliketotakeataxi?Wouldyoumindsittinghere?,-,9,ShallI.,提供建议协助、征求意见时，可使用ShallI.ShallIdrawthecurtains?ShallIdrawyouamap?ShallImakethereservationforyou?,-,10,Goodmorning.Goodafternoon.Goodevening.Goodmorning,sir.Areyouchecking-out?Goodafternoon,sir.WelcometoLIJIAHotel.Goodevening,Ms.MayIhelpyou?Goodmorning,sir.ThisistheFrontDesk.MayIhelpyou?,招呼语,中午之前,中午至下午六点以前,下午六点过后,-,11,回答,一般性的回答,Isee,sir.Certainly,sir.,请对方再等一会儿,Justamoment,please.Thankyouforwaiting.Iamverysorrytohavekeptyouwaiting.Couldyouwaitalittlelonger,please?,-,12,要麻烦客人或是拒绝客人的要求,IamafraidIcantdothat.Excuseme,sir.Pleaseletmepass.,道歉,Iamverysorryforthedelay.Iamverysorryfortheinconvenience.Iwouldliketoapologizeforthemistake.,回答,-,13,客人对自己说“Thankyou.”时回答,Youarewelcome.Thankyouverymuch.Thankyou,sir.,交给客人某些东西时，可以说,Hereyouare.Hereisyourroomkey.Hereitis.,回答,-,14,当客人准备离开时,Haveaniceday.PleaseenjoyyourstayWehopetoseeyouagainsoon.,当客人的英语难以理解时,PardonPardonme?Ibegyourpardon?Couldyourepeatthat,please?,回答,-,15,B=行李服务员（Bellman）C=服务员(Clerk)H=客房服务员（Housekeeping）BC=领班（BellCaptain）G=客人（Guest）TotheFrontDesk.带客人到柜台,练习一,-,16,-,17,Guest:Hello,Idliketocheckinplease.Hotelstaff:Certainly.CanIhavethenameplease?Guest:MrHaroldSmith.HaroldSmith。Hotelstaff:Ok,Areyoucheckingouttomorrow?Guest:Yes,Iam.Thatsright.Hotelstaff:Willyouneedawakeupcall,sir?Guest:Yesplease.At6.30am.Hotelstaff:Okthen,yourroomis502onthefifthfloor.Breakfastisservedbetween6.30amand9am.Enjoyyourstay.Guest:Thankyou.,练习二,-,18,Whatnameisthereservationunder,please?CouldIhaveyourpassportandcreditcard,please?Doyouhaveareservation？Sorrytokeepyouwaiting,sir.,Illcheckifthereisaroomavailable.Itlltakeoneminute,sir.Wouldyoulikeasingleroomoradoubleroom?Youcanalsogetasafedepositboxatourfrontdesk,sir.Yourangforalaundryservice?Youarewelcome.Ihopeyouhaveapleasantstay.,-,19,Wouldyoupleasefilloutthisregisrationcard?Thisway,please.Afteryou,sir.Staff员工Stuff材料，衣物,-,20,Regisrationcard登记卡Putaway放置，wardrobew:drub