酒店英语培训PPT课件

.,1,酒店英语培训,.,2,第一节、酒店基础英语第二节、客房英语第三节、餐饮英语第四节、前厅英语,.,3,第一节、酒店基础英语,一.酒店客房类型二.酒店各部门岗位英语识别：三.各部门服务：各服务点名称四.房间物品英语识别：房间各设施物品英语识别五、礼貌用语,.,4,第一节：酒店基础英语,一、房间类型：1.单人房-singleroom2.双人房-doubleroom3.标准间-standardroom4.豪华客房deluxeroom5.豪华套房deluxesuite,.,5,1.ExecutiveOffice(EO)2.FrontOffice(FO)3.FoodandBeverage(FB)4.Housekeeping(HK)5.HumanResource(HR)6.SalesandMarketing(SM)7.FinancialDepartment(FIN)8.EngineeringDepartment(ENG)9.SecurityDepartment(SEC)10.PurchasingDepartment(pur),二、各部门名称,.,6,1.ExecutiveOffice(EO)总办2.FrontOffice(FO)前厅部3.FoodandBeverage(FB)餐饮部4.Housekeeping(HK)房务部5.HumanResource(HR)人力资源部6.SalesandMarketing(SM)市场营销部7.FinancialDepartment(FIN)财务部8.EngineeringDepartment(ENG)工程部9.SecurityDepartment(SEC)保安部10.PurchasingDepartment(PD)采购部,.,7,三、酒店各服务点英语,一、休闲、娱乐设施：1.游泳池-swimmingpool2.酒吧-bar3.茶室-tearoom4.健身房-gym5.咖啡厅-coffeeshop6.棋牌室-chessandcardroom7.水疗spa,.,8,二、会议、商务设施：1.会议室-Conferenceroom2.商务中心-businesscenter3.多功能厅-Multifunctionalhall四、其他设施：1.餐厅-restaurant/dining-room、2.厨房-kitchen3.大厅-lobby4.休息区-restarea5.洗衣房-laundry6.停车场-parkingarea7.公共区域-PA（publicarea）,.,9,四、房间物品、设施,一、洗漱用品：1.牙膏-toothpaste2.牙刷-toothbrush3.口杯-cup4.毛巾-towel5.剃须刀-shaver6.梳子-comb7.镜子-mirror8.洗脸盆-washbasin,.,10,二、淋浴设施、用品：1.浴室-bathroom2.浴盆-bathtub3.淋浴喷头-showerhead4.沐浴露-bathfoam5.洗发液-shampoo6.香皂-toiletsoap7.浴衣-bathrobe8.浴巾-bathtowel9.浴帽-showercap10.脚巾-foottowel11.拖鞋-slipper12.睡衣-pajamas,.,11,三、床上用品：1.bed2.sheet3.mattress4.quilt5.coverlet床罩/被单6.pillow7.blanket,.,12,四、电器设备：1.switch2.socket3.plug4.TV5.telephone6.fridge7.electricfan8.air-conditioning/airconditioner9.remotecontrol10.iron（ain）,.,13,五、其他：Curtainbalconyhookclothes-hangercarpetrubbishbasketgarbagebagtoiletpaperashtraychairstoolsofateatableroomcard/key,.,14,6.节假日：、西方节日：情人节-ValentinesDay愚人节-AllFoolsDay母亲节-MothersDay父亲节-FathersDay感恩节-ThanksGivingDay圣诞节-ChristmasDay、中国节日：新年：-newyearsday春节-SpringFestival元宵节-theLanternFestival端午节-DragonBoatFestival清明节-Tomb-SweepingDay中秋节-Mid-AutumnFestival,.,15,ITEMS,Greeting问候Thanks致谢回答致谢Apologies致歉Directions指路Festivals节日Department各部门名称Facility设施CourtesyEnglish礼貌英语,.,16,注意事项：1、酒店英语是商务英语，较注重礼节。非正式英语Whatsyourname?正式英语MayIhaveyourname,please?2、别说“Idontknow.”可以说“justamoment,please.Illcheckthatforyou.”Illaskoursupervisor.,.,17,YouarewelcomeItsmypleasureThatsallright.NotatallDontmentionit何足挂齿,.,18,Apologies致歉,ExcusemeIamsorry.Iamawfullysorry.Itsmyfault.Iapologizeforthis.,.,19,Directions指路,Goupstairs/downstairs.Itsonthe2ndfloor.Thisway,please.Turnleft/rightThiswaytotheelevator.Followme,please.,20,第二节客房英语,LOGO,1,2,3,4,5,21,ShowingRoom为客人开房,LOGO,1、为客人引路Bellmanshowsguesttohis/herroom.Introducehotelservice.等客人进入房间后，询问Howdoyoulikethisroom?Ifyouneedsomething,pleasecallme.Haveaniceday.）,背景常识须知,22,ShowingRoom为客人开房,LOGO,2、如何搭讪在等待电梯的空隙，如果始终一言不发，终究有些尴尬。所以，不妨准备一些话题跟客人搭搭讪虽然未必有什么实质性的内容，但可以给客人一种友善、热情的感觉。例如：Isthisyourfirstvisithere?这是您第一次来这儿吗？Howdoyoulikethiscity?您觉得这个城市怎么样？Thiscityisfamousforitsethnicfood.这个城市以风味小吃驰名。Itsveryhottoday,isntit?今天真热，是吧?Yourchildissocute.您的孩子真可爱！,背景常识须知,23,句型精选,LOGO,1、招呼和带领客人WelcometoHotel!MayIseeyourroomcard?Yourroomnumber,please?Followme,pleasePleasewatchyourstep.Pleasetaketheliftonyourleft.,24,句型精选,LOGO,2、回应客人的要求Rightaway,sir.我马上就去办，先生。Illbring.toyourightaway.我马上就为您拿.来。Imafraidwerenotallowedtodoso.恐怕我们不允许这么办。Illcheckwithmysupervisor.我得请示主管。,25,情景对话,LOGO,M：Mary玛丽G：Guest旅客M:Heresyourroom,MrsLaura.Afteryou.G:Thankyou.M:ShowIputyourluggagehere?G:Ok,thankyou.M:Hereisthesafe.Youllfinditsinstructioninourservicebooklet.ItsbythetelephoneG:Great!Thankyou.M:AnythingelseIcandoforyou?G:No,thanks.M:Imalwaysatyourservice,Mrs.Laura.Haveaniceday.Good-bye!,26,句型精选,LOGO,1、请求清理房间Turn-downservice.MayIcomein？开夜床了，我可以进来吗？B.ShallIcomebacklater,sir?先生，要我等会儿再来吗？C.Whattimewouldbebetterforyou?您什么时间更合适呢？D.PleasecalltheFrontDeskwhenyouwantyourroomdone.当您需要清理房间时，请给前台打电话。,27,句型精选,LOGO,2、进房清理MayIvacuumtheroomnow？我可以吸尘吗？B.MayItidyupyourdesk?我帮您整理一下书桌好吗？C.MayImovethis?我可以移动这个吗？D.Sure,goahead.好的，请吧。,28,情景对话,LOGO,M：Mary玛丽G：Guest旅客M:（Knockingthedoor）Housekeeping.MayIcomein?G:Comein,please.M:Goodevening,maam.MayIdoyourroomnow?G:Sure.(Finishcleaningtheroom)M:Imdone.Anythingelse,maam?G:No,thanks.,29,句型精选,LOGO,背景常识须知,1、添加物品Iamoutofthetoiletpaper.我的厕纸用完了。CanIhaveanextrapillow?我能多要个枕头吗？Canyoubringmeahair-dryer?能给我拿个吹风机吗？Rightaway,sir/maam.我马上去办，先生/女士。Certainly,sir/maam.好的，先生/女士。,30,句型精选,LOGO,背景常识须知,2、客房设施出现问题Theresabadsmellinmyroom.我的房间有一股特别难闻的气味。Mytoiletisclogged.我的抽水马桶堵住了。Myceilingisleaking.我的天花板漏水。Theair-conditionerisntworking.空调坏了。Imsorrytohearthat.很抱歉听到这样的事。Illasktheengineertocheckit.我叫工程人员来检查。Ittakestimetorepair.修理需要时间。Canyouchangearoomforme?可以给我换个房间吗？WouldRoom3102bealright?3102房间好吗？Couldyouchangearoom,sir?先生，您换个房间好吗？Wearereallysorryforthis.我们实在是非常抱歉。,31,句型精选,LOGO,背景常识须知,3、教客人使用保险箱Idliketousethesafe.我想使用这个保险箱。Letmeshowyouhowtouseit.让我给您示范怎么使用它。Youenterthepassword.您输入密码。Youmaychangethepasswordbydoingthis.这样做，您就可以更改密码。Hereistheinstructioncard.这里是使用说明卡。,32,句型精选,LOGO,背景常识须知,4、mini-bar添加饮品CanIhavesomesprites?我能要些雪碧吗？Doyouhaveicedtea?你们有冰茶吗？Whichkindofdrinkwouldyouprefer?您喜欢哪种饮料呢？Whichbrandwouldyouprefer?您喜欢什么牌子的呢？5、递送物品Hereisafax/parcelforyou.这是您的传真/包裹。Couldyousignhere,please?请您在这签个名好吗？,33,句型精选,LOGO,背景常识须知,1、送洗衣物Doyouhaveanylaundry?您有送洗的衣物吗？Hereismylaundrybag,3pieces.这是我的洗衣袋，有三件。Couldyoufillinthelaundrylist?请您填写洗衣单好吗？Howlongwillittakeyou?你们（洗衣物）要多久？Ittakes12hours.要12个小时。Youmaygetthembackby9pm.您在9点以前可以取回。Forquickservice,youmaygetthemin2hours.快洗服务的话，可以两个小时之内取回。Ithasanextrachargeof50%.它需要额外收取50%的费用。Wecharge50%moreforquickservice.快洗服务我们要加收50%的费用。,34,句型精选,LOGO,背景常识须知,2、洗涤要求Canyouremovethestain?可以去掉这块污渍吗？Welltryourbest.我们会尽力。Iwantitdry-cleaned.这个我要干洗。Iwantitwashedbyhand.这个我要手洗。Itneedsironing.这个要烫干。Isee.我明白了。,35,情景对话,LOGO,M：Mary玛丽G：Guest旅客M:Housekeeping.Doyouhaveanylaundry?客房服务部。您有要洗的衣物吗？G:Yes.Hereisthelaundrybag.有。这是洗衣袋。M:Couldyoufillinthelaundrylist?请您填一下洗衣单好吗？G:Itsinthebag.在袋子里。M:Thankyou,madam.谢谢您，女士。,36,Emergencies紧急情况,LOGO,背景常识须知,ShallIcalladoctorforyou？AnythingIcandobeforethedoctorarrives?（Dontworry。ThedoctoriscomingYoullbealrightsoon.Areyoufeelingbetternow?CanIhelpyoutolookforitIllreporttoourassistantManager,37,句型精选,LOGO,背景常识须知,1、火警等意外Attention,please!请注意！Thehotelisonfire.酒店失火了！Thehotelisunderattack.酒店正受到袭击。Thehotelisindanger.酒店有危险。Atyphooniscoming.台风要来了。Pleaseleaveyourroom.请离开您的房间。Taketheemergencyexit!走紧急出口！Letsgo!走吧！,38,句型精选,LOGO,背景常识须知,2、客人生病或受伤Shefainted!她晕倒了！Yournoseisbleeding.你的鼻子在流血！Ihaveaheadache/stomachache.我头疼/肚子疼。Mylegisbroken!我的腿断了！Thathurts!那里受伤了！Pleasedontmove.请别动！Illcallthedoctor.我去叫医生。Illcalltheambulance.我去叫救护车。Hereisyourmedicine.这是您的药。Areyoufeelingbetternow?您感觉好些吗？,39,句型精选,LOGO,背景常识须知,3、客人遗失物品Mybagwasstolen!我的包被偷了！Imsorrytohearthat.我对此深表遗憾。Whenandwheredidyoulastseeit?您最后一次见到它是什么时候、什么地方？Couldyoudescribeit?您能不能描述一下它是什么样子呢？ShallIcallthepoliceforyou,sir?我为您报警好吗，先生？,40,句型精选,LOGO,背景常识须知,4、托儿服务Canyoulookafterthebabyforus?你能帮我照看一下我们的宝贝吗？Wearenotallowedtodothat.我们是不允许照看小孩的。Howaboutthebaby-sittingservice?托儿服务怎么样？,.,41,第三节、餐饮英语,.,42,PART1为客人服务,.,43,Dialogue对话,S:Goodmorning，sir.WelcometoSunSunCaf.G:Goodmorning.S:Howmanypersonsofyou,please?G:Atableforfour,please.,.,44,S：Wherewouldyouprefertosit?Bythewindow,please.S:Illshowyoutoyourtable.thisway,please.Isthisfine?G：OK,itsfine.,.,45,S:Pleasehaveyourseat,sir.G:Thanks.S:Hereisthemenu,sir,pleasetakealook.S:Ourwaiter/waitresswillcometotakeyourorderrightaway.Amoment,please.S:Wishyouhaveapleasantmeal.,.,46,电话订位,1.电话用语1)TheRoseRestaurant.MayIhelpyou?2).ThisisPaul.Howmayihelpyou?2.询问是否是某餐厅IsthistheJapaneseRestaurant?Hello,IsthistheABCRestaurant?3.告知是餐厅Yes,itis.MayIhelpyou,sir?,.,47,4.询问店内是否提供餐点1)Whatkindoffooddoyouserve?2)Idlikesomeinformationaboutyourmeal.Whatkindoffooddoyouserve?3)Doyouhaveachildrensmenu(portions)?4)Doyouhave(any)vegetariandishes?5.告知店内餐点1)WeserveagreatvarietyofpopularJapanesedishesinsetcoursesandweservemanymeatdishes.2)Weservemanygrilledmeat,prawnandvegetabledisheswhicharepreparedinfrontoftheguest.,.,48,3)Yes,wedo.Wehaveadifferentmenuforourvegetarianquests.6.询问价位1)Whatisthepricerangeforthesetmenu?2)Whatpricedoyoursetcoursesstartat?3)Howmuchisyourdinnerset?4)Doyouhaveacovercharge?,.,49,7.告知价位1)FromNT600perperson,sir.2)WehavesetcoursesfromNT360.8.询问是否有收服务费1)Doyouhaveaservicecharge?9.询问营业时间1)Howearlydoyouopenforlunch?2)Whendoestherestaurantopenforbreakfast?3)Whataretherestaurantshours?4)Whatareyourdinnerhours?,.,50,10.告知营业时间1)Weopenat11:30forlunch,Ms.2)Therestaurantopensat11a.m.3)Therestaurantisopenforbreakfastfrom6a.m.until10a.m.4)Therestaurantshoursarefrom11a.m.until10p.m.11.询问营业到几点Untilwhattimeareyouopen?12.告知营业到几点Weareopenuntil10butourlastorderfordinnerisat9:30p.m.13.询问打烊时间1)Whendoestherestaurantclose?2)Whendoyouclose?,.,51,14.告知打烊时间Therestaurantclosesat10p.m.15.告知最后点餐时间1)Ourlastorderisat9p.m.Couldyouarrivealittleearlierthanthat,please?2)Ourlastorderisat10p.m.Couldyoucomebeforethatastoenjoyaleisurelymeal?16.客人订位1)Iwantatablefor6:30thisevening.2)Idliketoreserveatable.,.,52,17.确认预约名单Justamoment,sir.Illcheckourreservetionlist.18.接受订位1)Ihavereservedatableforthreepersonsfor7:30inyourname.2)Idliketoconfirmyourreservationfortomorrowevening.19.询问偏好whatkindoffoodwouldyouprefer?20.告知偏好Letssee.Somethingunusualwouldbegood.,.,53,ByeBye,Thankyoutojointhisclass,.,54,第四节、前厅岗位基本操作对话,1、入住服务（checkin）：2、结账服务（checkout）：3、预定服务（reservation）：,.,55,一、入住R:ReceptionG:GuestCheckinR:Goodmorning,madam!MyIhelpyou?G:Ineedaroom.R:Doyouhaveroomreservation,please?G:No.R:OK,whatkindofroomswouldyoulike?singleroomordoubleroom?G:Ineedasingleroomfortwonights!,.,56,R:Madam,ourrackrateis998RMBper-night,butnowourpromotionrateis518RMBper-night,includingoneortwobreakfast.G:Itsok.R:Madam,mayIhaveyourpassport,please?G:Hereyouare!R:Thankyou!Hereisyourregistrationform,pleasecheckandsignyournamehere.R:MissZhang,howwouldyouliketomakethepayment,creditcardorincash?G:creditcard.hereyouare.,.,57,R:Thankyou!MayIdeposit1500RMBforyou?G:Certainly.R:pleaseinputyourpassword!R:MissZhang,hereisyourpos-list,pleasesignyournamehere.Doyouhaveanyvaluablethingstodeposit?G:No,thanks.R:Hereisyourpassport、creditcard、pos-listandyourroomcard,pleasetakecare!TheBreakfastisintheGoldCoast,theservicetimeisfrom6:30-9:30,justshowyourroomcard.Thebellboywillhelpyouwithyourluggageandshowyoutoyourroom.Haveanicestayinourhotel!,.,58,C/I入住DialogueA/对话A：Goodmorning,sir.WelcometoGoldenOceanHolidayInn.MayIhelpyou?A:wouldyoulikesingleroomordoubleroom?B:Ilikeasingleroom./IhaveareservationforasingleroomA：MayIhaveyourname,sir,please?B：Myfriendhelpmethebook，SheusedthenameofzhangpengA：Justamoment,sir.Letmecheckthereservationforyou.A:MayIhaveyourpassport.B：Yes.Hereyouare.A：Thankyou.MrZhao.PleasesignhereB：Yes.A：MrZhao,Howlongwouldyoulikestayhere?,.,59,B：Justonenight.A：Thankyou.Howwouldyouliketopaythedeposit?Incashorcreditcard?B：Creditcard.A：MayIhaveyourcreditcard?B：Yes.A：Thankyouforyourcreditcard.Sir.Pleasesignhere,B：Yes.A：MrZhao,Yourroomnumberis8385.Thisisyourroomkey.Hereyouare.B：Thankyou.A：Enjoyyourstaying.,.,60,1、入住服务（checkin）C:Goodafternoon,sir.Welcometoourhotel.MayIhelpyou?下午好，先生，欢迎您入住我们酒店，我能帮您些什么吗？G:Yes.Ibookedaroomoneweekago.是的，我前一周已预定了一个房间C:MayIhaveyournameplease,sir?先生，请问您贵姓？G:JohnSmith.约翰-史密斯,.,61,C:Justamoment,sir.WhileIlookthroughoutlist.Yes,Wedohaveareservationforyou,Mr.Smith.Asingleroomwithbath.Youvepaid2000YuanRMBasadeposit.Isthatcorrect?先生，请您稍等一会。我看下清单，是的，史密斯先生，我们这里有您的预定。一个带浴室的单人间，您已经支付2000元的预定金，是这样的吗？G:Thatsit.就是这样。C:Wouldyoupleasefillinthisregistrationcard,sir！先生，请您填写这张登记表。G:Sure.Hereyouare.IthinkIvefilledineverythingcorrectly.可以，给你，我想各项内容都填对了。,.,62,C:LetmeseeName,address,nationality,passportnumber,signatureanddateofdeparture.Oh,here,sir.Youforgettofillinthedateofdeparture.MayIfillitinforyou?Youareleavingon让我看看.名字，地址，国籍，护照号码，签名，启行日期。喔，先生，这里，您忘记填写这个启行日期了，我可以帮您填写吗？你离开.G:October24.十月二十四日,.,63,C:MayIseeyourpassport,please?Thankyou,sir.Noweverythingisinorder.Andhereisyourkey.Mr.Smith.Yourroomnumberis1107.Itsonthe11thfloorandyourroomrateis500RMBpernight.Hereisyourkeycardwithalltheinformationonyourbooking,thehotelservicesandthehotelrulesandregulationsonit.Pleasemakesurethatyouhaveitwithyouallthetime.Youneedtoshowitwhenyousignforyourmealsanddrinksintherestaurantsandthebars.能把您的护照给我看看吗？谢谢！现在所有手续都办好了，史密斯先生，这是您的房间钥匙，您的房间是1107号。它在第11层楼，您的房费是每晚500元。这是您的房卡以及所有预定信息，酒店服务和酒店规章制度都在上面，请您务必随时带着它。以便当你在餐厅用餐和酒吧消费挂账时，需要它来证明。G:Yes,Illkeepitwithcare,thankyou.好的，谢谢，我会小心保管的。C:Ihopeyouenjoyyoursstaywithus.希望您在这儿过的愉快。,.,64,2、checkoutR:Goodmorning,madam.MayIhelpyou?G:Checkout,please.R:Madam,MayIhaveyourroomcard?G:Hereyouare.R:Theroomnumberis2008,MissZhang,amIright？G:Yes.(打电话给客房中心，报2008退房)R：MissZhang,didyoutakeanythingfromthemini-bar?Haveyouenjoyyourstayinourhotel?(客房中心报房间OK),.,65,MissZhang,thisisyourbill,pleasecheck.Youhaveconsumed1300RMBinourhotel.MayIhaveyourcreditcard,please?Thisisyourposlist,pleasesignyourname.Doyouneedinvoice?No,thanks.Thankyouforstayingwithus!Hopetoseeyouagain!,.,66,2.结账服务（checkout）C:Goodmorning.Sir，CanIhelpyou?早上好，先生，我能为您做些什么？G:Yes.Iwouldliketocheckout.CouldIhavemybill.Please?好的，我想结账，我能看下我的账单吗？C:Certainly,sir,MayIknowyournameandyourroomnumber,please?当然可以，先生，能把你的名字和房间号告诉我吗？G:Dennisblack,Room1108.丹尼斯-布莱克，1108号。,.,67,C:Allright.Hereisyourbill,Mr.Black.Thetotalis1800Yuan.好的，这是您的账单，布莱克先生。总共是1800元。G:Thefigureseemsright.这数据好像没错C:Howwouldyouliketopay,Mr.Black,incashorbycreditcard?你怎么付账，布莱克先生。用现金还是信用卡？G:Incash.Hereisthemoney.用现金，这是钱。C:Thankyou,Mr.Black.Justamoment,