酒店英语培训手册

1、英语培训手册English Training Manual目录CONTENTS前言Foreword第一部分：基本礼貌用语Part One Courtesy English第二部分：前厅服务Part Two Front Office Service第三部分：客房服务Part Three Housekeeping Service第四部分：餐饮服务Part FourFood and Beverage Service前言Foreword步入全球知识经济时代后，中国饭店业及国际接轨日趋紧密。英语作为一种国际语言，是酒店员工及外宾交流的主要语言工具，已成为酒店员工需要掌握的一项基本技能。为进一步提髙员工的

2、英语水平，酒店人力资源部特编写了这本英语培训手册，以方便员工随时学习。学以致用，是我们学习的最终目标。愿您不断在工作中找到学习的动力，在交流中获得分享知识的乐趣。人力资源部As the world has already stepped into the era of knowledge economy, China's hotel industry is closely related to the international market. English, a word language, functions as a main tool or a basic ability f

3、or hotel staff to communicate with foreign guests. This English Training Manual is compiled by the Human Resources Division for the staff's study and improvement.Put what we learn into practice. Wish you would obtainmotivation of the study from your working, and benefitfrom the learning.Human Re

4、sources Department第一部分：基本礼貌用语 Courtesy English一、欢迎问候语Welcome and Greeting1.Good morning (afternoon, evening),sir (madam).早上好（下午、晚上），先生（女士）。2. Welcome to our hotel.欢迎光临我们酒店。3. Welcome to stay in our hotel.欢迎住在我们酒店。4. How do you do? 您好吗？5. How nice to see you again.真高兴再次见到你？6. I hope you'll enjoy

5、your staying here.我希望你们在这儿逗留愉快。7. Have a nice stay with us.希望您及我们在一起时开心愉快。8. Did you have a nice trip? 旅途愉快吗？二、祝贺语Congratulation1. Congratulations.恭喜您。2. Happy new year.新年快乐。3. Happy birthday to you.生日快乐。4. Merry Christmas.圣诞快乐。5. Wish you every success.祝您成功。6. Wish you good luck.祝您好运。7. Have a good

6、 journey.祝您旅途愉快。8. Have a nice weekend.祝您周末偷快。三、告别语Farewell1. Goodbye.再见。2. See you tomorrow.明天见。3. Wish you come again.希望再次光临。4. Have a good trip and safe journey.希望您一路平安，旅途愉快。5. Goodbye and hope to see you again.再见，希望再见到您。6. Have a nice trip.旅途愉快。四、征询语Requests1.May (can) I help you? 我可以帮您吗？2.What

7、can I do for you? 我能为您做什么？3. Is there anything I can do for you? 我还能为您做些什么？4. Will it trouble you? 那会麻烦您吗？5.Would you like? 您喜欢？6.Would you mind if? 请问您是否介意？五、应答语Responses1.You are welcome. 愿意效劳。2.It doesn't matter. 没关系。3.I see. 我明白了。4.Thank you very much. 非常感谢您。5.Thank you for your kindness.谢谢您

8、的美意。6.I'll do it for you right away. 我马上为您服务。7.I'm glad to serve you. 乐意为您服务。8.Sorry to have kept you waiting, sir/madam. 很抱歉，让您久等了，先生/小姐。9.I'll be with you in a moment. 我一会儿就来为您服务。10.Thank you for your advice (information, help). 感谢您的忠告信息、帮助）。六、道歉语Apologize1.Excuse me. 对不起。2.I apologize

9、 for this. 我为此道歉。3.I'm sorry to disturb you. 真抱歉打扰您。4.I'm sorry, it's our fault. 对不起，是我们的过错。5.Thanks for your reminding. 谢谢您的提醒。6.We'll try our best to take some measures, so that you can be satisfied. 我们将尽力使您满意。7.Please forget it, sir/madam. 请不要放在心上，先生/小姐。8.I'm sorry about it. 关

10、于那件事，我很抱歉。七、婉言推脱语Refusal1.I'm sorry I can't help you. 真抱歉我不能帮您。2.It's very kind of you but您的好意我领了，可是3.Thank you. We are not allowed to drink on duty. 谢谢，但是我们上班时不方便饮酒。八、接听电话语Telephone Sentences1.Good morning, Receptionspeaking. May I help you? 您好，总台，我是某某2. Sorry, you've dialed a wrong

11、 number. 抱歉，您打错电话了。3.Please dial numberthanks. 请拨号码，谢谢。4. Who's calling, please? 请问您是谁？5. Hold on please. I'll see if she is available. 请别挂，我看看她是否在。6. Sorry, He is not in at the moment. Would you like to leave a message?对不起，他现在不在，你要留口信吗？7.Sorry, I still don't understand what you said. 抱歉

12、，我仍不明白您说什么。8. Can you repeat that please? 请您再重复一遍好吗？9.Will you please speak more slowly? 请您说的慢一点好吗？10. I'm sorry, I can't follow you. 抱歉，我听不懂。九、答谢语Thanks and Answers1.You're most welcome. 欢迎之至。2.With Pleasure. 这是我们的荣幸。3.We're always at your service. 我们随时为您提供服务。4.Thank you for coming.

13、 谢谢光临！5.Thank you for your staying in our hotel. 谢谢光临我们酒店。6.It's our pleasure to have your staying with us. 您来我店是我们的荣幸。7.Thank you for such a lovely gift. 谢谢您给了我这么可爱的礼物。8.My pleasure. 这是我的荣幸。十、指路用语Glving directions1.After you please, sir (madam). 您先请，先生/女士。2.Go straight ahead, sir(madam). 请直走，先生

14、/女士。3.This way, please. 这边请。4.Turn left(right)at the first corner. 第一个拐口左转右转）。5.Please use the elevator there,sir/madam. 电梯在那边，先生/小姐。6.Please go down to the lobby here, madam/sir. 请从这边下去到大堂，小姐/先生。7.It's on the second(third)floor. 在二 (三)楼。8.Sorry, I'm not sure. If you'll wait a minute. I&

15、#39;ll be glad to find out for you.抱歉，我不能肯定，如果您等几分钟，我很乐意为您査清楚9.When you return to the hotel, please show this hotel card to the driver.当您回酒店的时候，请把这张酒店卡给司机看。10.I will take you there, sir/madam.我带您去，先生/女士。十一、提醒用语Remind Words1.Please don't leave anything behind. 请别遗忘您的东西。2.Please don't smoke he

16、re. 请不要在这里抽烟。3.Please be careful. 请当心。十二、情景对话Situational responses（一）可以满足客人要求1. Certainly, sir/madam. 好的，先生/小姐。2.I'll go and get it right away, sir/madam. 我马上去拿来，先生/小姐。3.Immediately, sir/madam. 马上就来，先生/小姐。（二）不能满足客人要求1.I'm terribly (very) sorry, we don't have非常抱歉，我们没有2.Awfully sorry, sir/

17、madam. We have sold out实在抱歉，先生/小姐，我们已经卖完了。3.I'm afraid we do not have恐怕我们已没有（三）一时未能肯定是否能满足客人要求1.If you wait a minute, sir/madam. I'll try to find out it for you.如果您能等一会儿，先生/小姐，我将尽力找找。2.Sorry to keep you waiting, I'm pleased to say we do have抱歉，让您久等了，我很高兴地说，我们确实有（四）客人征询你的同意可否拿走某物品时1.Certa

18、inly,sir/madam.Let me help you. 好的，先生/小姐，让我来帮您。2.Go ahead please. You're welcome. 请拿吧，您可以随意使用。（五）当不能答允客人的要求时1.I'm so sorry, we can't do that, It's against ourrules.真抱歉，我们不能那样做。那违反我们的规2.I'm terribly sorry, we are not allowed to do this. 我很抱歉，我们不允许这样做。3.I'm afraid it's agai

19、nst hotel policy, I'm so sorry. 我恐怕这违反了酒店的制度，非常抱歉。（六）当客人由于客气而给你赏物时1.No,thank you. You're very kind. 不，谢谢您。您真好。2.It's very kind of you. But we can't accept it. Thank you. 您非常好心，但我们不能够接受，谢谢。（七）婉拒客人的要求时1. I'm sorry. I can't do it. 对不起，我不能做。2.I'm afraid that's not possibl

20、e(impossible). 我恐怕那不可能。（八）要中断及客人谈话时1. I'm sorry, sir I must go .Nice talking with you.很抱歉，先生，我必须走了。和您谈话真令人愉快。2. Good bye, sir/madam. 请原谅我。（九）若客人及你说声祝福语的时候1. Thank you .You too, sir/madam. 谢谢您。您也一样，先生/小姐。2. Thank you. And you, sir/madam. 谢谢您。您也是，先生/小姐。3. Thank you. The same to you,sir/madam. 谢谢您。

21、您也一样，先生/小姐。（十）要打断客人的谈话时1.Excuse me for interrupting. 对不起，打扰了 。2. May I take up a few minutes of your time? 我能占用你们一会儿时间吗？3.May I speak to you for a moment, sir/madam. 我能及您谈会儿吗，先生/小姐。（十一）当客人催促时Sorry to keep you waiting, I'll see to it right away. 抱歉，让您久等了，我马上查看。（十二）向客人展示单据等物品时Here is your. Sir/mad

22、am. 这是您的，先生7小姐。（十三）接受投诉或批评时1. Thank you for telling us, sir/madam. I assure you it won't happen again.谢谢您告诉我们这些，先生/小姐。我保证今后再也不会发生这种事情了。2. I'll speak to our manager about it ,please accept our apologies.我会报告我的经理，请接受我们的道歉。（十四）处理错误或过失时1.I'm terribly sorry. There could have been some mistake

23、s. I do apologize.非常抱歉，一定出错了，实在对不起。2.I'm sorry, sir/madam.I'll look into the matter at once.对不起，先生/小姐。我马上査核这件（十五）当你听不懂时1.I'm sorryI don't understand. I'll get you the manager. 对不起，我不明白，我去叫经理来。2. I'm sorry, I don't understand. Can you show me? 对不起，我听不懂，请问您能给我看吗？（十六）请客人作某种事

24、情时1. Could you(sign here), please? 请问您能在这儿签名）吗？2. May I ask you to (return in 5minutes),sir/madam?我能请您(在五分钟内返回)吗，先生/小姐？3. Could I have your name, sir/madam? 能告诉我您的名字吗，先生/小姐？（十七）听到对客人不利的事情时1. I'm sorry to hear that. I hope you will be better soon.真抱歉听到这个消息，希望您很快就会好起来。（十八）当你知道客人一个好消息时1. I'm gl

25、ad to hear that. 很高兴听到这个消息。（十九）当客人因自己行动不便而感到困窘时1.Please take your time, sir. There's no hurry. 请慢慢来，先生。不用忙。2.Don't worry, madam. we'll see to it. 不必担心，夫人。我们会料理的。3.Don't worry, sir. We'll clean it up. 不必担心，先生。我们会把它收拾干净的。（二十）当你不能同时招呼两位客人时I'll be with you in a moment, sir/madam.

26、 我一会儿就为您服务，先生/小姐。（二十一）当人手短缺而外宾需要服务时1.I'll be with you in a moment, sir. 我一会儿就来招呼您，先生。2.I'll sorry. I must take each guest by turn, sir. 很抱歉，我必须按先后次序为顾客服务，先生。3.I'll be with you as soon as possible. 我将尽快来为您服务。十三、酒店部门用语Names of the hotel sectionsDepartment/Division部门Executive Office行政办Human

27、 Resources Department人力资源部Finance Department财务部Sales & Marketing Department营销部Rooms Division房务部Food & Beverage Department餐饮部Recreation Department康乐部Engineering Department工程部Security Department保安部Front Office Department前厅部Housekeeping Department客房部Public Relations Department公关部Sales Departmen

28、t销售部Reservation desk预定处Business Center商务中心Front desk总台Reception desk接待处Cashier's desk收银处Chinese Restaurant中餐厅Western Restaurant西餐厅Lobby Bar大堂吧Chess and Cards Room棋牌室Position职位General Manager总经理Vice-General Manager副总经理Director总监Manager经理Assistant Manager大堂副理Supervisor主管Captain领班Secretary文书Clerk文员

29、Receptionist接待Cashier收银员Room Attendant客房服务员Waitress餐厅女服务员Waiter餐厅男服务员Operator话务员Bellboy行李生Driver司机Repairman维修工Security Officer保安员十四、节日和庆祝日Festival and CelebrationNew year新年Spring Festival春节Lantern Festival元宵节New years Day元旦Christmas Eve平安夜Christmas Day圣诞夜Thanksgiving感恩节Valentines Day情人节Easter复活节Inte

30、rnational Labor Day国际劳动节International Childrens Day国际儿童节Dragon-Boat Festival端午节Chong Yang Festival重阳节Mid-Autumn Day中秋节National Day国庆节Father's Day父亲节Mother's Day母亲节Birthday生日Holiday假日第二部分：前厅服务 Front Office Service一、关键词语Key wordsLobby大堂emergency exit紧急出口safety boxes保险箱quality executive行政楼层pres

31、idential suite总统套房deluxe suite豪华套房single room单人间double room标准间check-in登记入住check-out退房registration form登记卡room charge房价service charge服务费discount折扣identification身份证operator总机elevator电梯Deposit定金Passport护照tariff房价表baggage/luggage行李trolley cart行李车special rate优惠价arrival time 到达时间department time离开时间flight

32、number航班号message留言envelope信封Receipt收据cheque支票breakfast voucher早餐券credit card信用卡morning call叫醒服务二、基本句型Basic Sentences1.Do youhave a reservation?/Have you a reservation? 您预订过吗？2. How long will you be staying ? 您将要住多久？3. May I know your name and room number? 您能告诉我您的名字及房间号码吗？4.Here is your key card, ple

33、ase keep it until you check out.这是您的钥匙卡，住店期间请包管好.5.Thank you for calling. We look forward to serving you. Goodbye.谢谢您打电话来，我们期待为您服务，再见。6.To whom should we send the bill? 我们应该把帐单寄给谁？7.We are fully booked for all types of rooms on that night.那天晚上各种类型的房间都预约满了 。8.We hope we'll have another opportunit

34、y of serving you. 我们希望另有机会为您效劳。9.Could you show me your passport, please? 能出示一下您的护照吗？10.Don't worry, sir. I'll call our Assistant Manager to help you now.别着急，先生。我传呼大堂副理来帮您。11.Our bellboy will take your bags and show you the room.我们的行李员会帮您拿行李，并领您去房间。12.I'm afraid it's against the hote

35、l's regulations. 很抱歉，这违反酒店的规章制度。13.We'll have to charge you 50 percent of the room rate extra, if you can't check out before 12:00a.m. 中午12:00前未离店的客人需加收50%的房费。14.Is there anything valuable or breakable in yourbag? 您包里有贵重或易碎物品吗？15.You can get your money changed at the Cashier'sDesk. 您

36、可以去收银处兑换零钱。16.I'm sorry, sir. There has been a mistake. Pleasewait a moment while I correct the bill.对不起，先生，这里有些错，请您稍候，让我更正一下。17.It takes about 10 minutes by taxi to the Neixiang railway station. The charge is about 5 Yuan. 到内乡火车站打车大约需要10分钟，费用5元左右。18.Please give the slip to the taxi driver and h

37、e'lltake you there.请把这张字条交给出租车司机，他会送您到那里的。19.Here is a brochure explaining hotel services. 这是说明酒店的服务手册。20.There are safety deposit boxes at the Front Desk. 总台有存放贵物品的保险箱。21.As a hotel policy, we require one day's roomcharge as deposit for guests without reservation. 根据酒店规定，对于没有预订的客人，我们要收一天的费用

38、作为押金。22.Do you need a map or hotel card? 请问您要地图或是酒店名片吗？23.Sir,you may keep the room until six O'clock inthe afternoon, but I'm afraid I have to charge youa half day's room charge according to the hotelpolicy.先生，您可将房间保留至下午6时，但根据宾馆规定，恐怕我们要收半天房租。24.Sorry, we have no domestic collect call se

39、rvice.You have to pay for the call yourself.对不起，国内电话是没有对方付费的，您得自己付款。25.For outside calls, please press 9 first and whenyou hear the dialing tone, press the number youwant. 打外线请先按9，听到声响后再按您所要的号码。26.You'd better request a morning call. 您最好要求叫醒服务。27.Would you like me to call a taxi for you? 请问需要帮您叫

40、车吗？28.We'll send your original copy to your room afterwe have faxed that.我们发出传真后，会把您的原文送到您房间去的。29.Is there anything valuable or breakable in yourbag? 您包里有贵重或易碎物品吗？30.Please pay at the Cashier's Desk over there. 请去那边帐台付款。三、情景对话ConversationA. Room reservationReservationist: Zhongzhou Internati

41、onal Hotel,Reservation Desk. Can I help you?Guest: I am calling from Zhengzhou. I'd like to reserve aroom in your hotel.R: What kind of room would you like, sir? Wehave single rooms, double rooms, suites etc.G: A suite, please.R: Which date would that be?G: From May 15th, and for three nights.R:

42、 Ok, sir. Could you hold the line, please? I'llcheck our room availability for those days.Thank you for waiting, sir. Your room isconfirmed. Would you like breakfast?G: Yes, of course.R: Can you give me your name please, sir?G: George Brown.R: Mr. Brown. May I have your phone numberplease?G: Yes

43、,the number is 0371-.R: Mr. Brown, I'd like to confirm your reservation.A suite room for three nights from May 15thto 17th, the phone number is 0371-.Am I right?G: Yes, thank you.R: You are welcome. We look forward to servingyou.B. RegistrationClerk:Good afternoon. Welcome to Zhongzhou Internati

44、onal Hotel .May I help you , sir?Guest: Yes, I'd like to check-in, please.C: Certainly, sir. May I have your name, please?G: Yes, it's George Brown.C: Do you have a reservation with us, Mr. Brown?G: Yes.C: Just a moment, please. I'll check our reservationrecordthank you for waiting, Mr.

45、Brown. Yourreservation is for a suite for three nights. Couldyou fill out the registration card, please?G: Ok, thank you.C: How would you like to make payment, Mr.Brown?G: By credit card.C: May I take a print of the card, please? Thank you,Mr. Brown. Your room is 1906 on the 19 floor.Just a moment p

46、lease. A bellboy will show youto your room. I hope you will enjoy your stay.C. Depositing bagsGuest: I'd like to leave these with you.Bellman: Certainly, sir. How many pieces?G: Five in all.B: Is there anything valuable or breakable in your bags?G: No.B: Thank you.G: When dose the cloakroom clos

47、e?B: The cloakroom is open until 9p.m. Here are thename tags.G: Thank you, goodbye.B: Goodbye.D. Business CenterClerk: Good morning. Business Center, May I helpyou?Guest: Good morning. This is Henry Bellow callingfrom Room 1905. Would you mind givingme some information on your services?C: Certainly,

48、 Mr. Bellow. We have a lot of facilitiesto offer secretary service for our business guest.G: I have some documents to be typed at themoment and I hope they will be ready before3:00p.m. today.C: How many pages are they in all?G: It will be about 20 pages.C: Well, it's rather a tough job, but we&#

49、39;ll try our best.Mr. Bellow.G: Good, I'd really appreciate it if it could bearranged.A、预订客房预订员：您好！中州国际饭店，预订处，我能为您服务吗？ 客人：我从郑州打电话过来，想在你们酒店订一个房间。员：先生，请问您想要什么样的房间呢？我们这里有单人间、双人间、套间等等.客：一个套间。员：请问您哪天要这个房间？客：从5月15日开始，一共3天。员：好的，先生。请稍等，为您査一下那几天的预订情况，谢谢，让您久等了。您的房间已经定好了，您需要早餐吗？客：当然。员：请告诉我您的姓名，好吗？ 客：乔治，布朗

50、。员：布朗先生，请留下您的电话号码，好吗？客：好的，0371-员：布朗先生，我确认一下您的预订。您定了一个套间，从10月15日至17日，共三晚， 您的电话号码是0。对吗？客：是的，谢谢。员：别客气。我们期待为您服务。B、登记入住员工：下午好，欢迎光临中州国际。我能为您服务吗？先生？客人：是的，我想办理入住登记手续。员：当然可以，先生，请问您的姓名？客：乔治.布朗。员：请问您预订了吗？布朗先生？ 客：是的。员：请稍等，我査一下预订单谢谢您的等待，布朗先生。您预订的是一个套间，共3个晚上，请填一下登记单，好吗？客：好的，谢谢。员：请问您将以何种方式付款。客：用信用卡，员：让我复印一下您的信用卡，好

51、吗？谢谢您，布朗先生，您的房间在19层，房号是1906。请稍等一下，行李员会带您去您的房间的。希望您住得愉快。C、寄存行李客人：我想把这些东西存放在您这儿。行李员：当然可以先生，请问有几件？客：一共有五件。员：在您的行李中有没有贵重或易碎物品呢？ 客：没有。员：谢谢。客：你们这儿什么时间关门？员：我们这个行李寄存处营业到晚上9点。给您行李牌。客：谢谢，再见。员：再见。D、商务中心职员：早上好，商务中心。我能为您服务吗？ 客人：早上好，我是1905房的哈瑞，比朗，我能问一下服务情况吗？员：当然可以，比朗先生。我们有很多设施为商务客人提供秘书服务。客：我现在有些文件想打印，希望在今天3点之前能完成

52、。员：共有几页？ 客：大约20页。员：有些困难，但我们会尽力的，比朗先生。客：好的，我希望完成。第三部分 客房服务 Housekeeping Service一、关键词Key wordsbed床extra bed加床single bed单人床double-size bed双人床sheet床单blanket毛毯quilt棉被bed spread床罩pillow枕头Pillow-case枕头套Bedside床头柜Desk写字台chair椅子tea table茶几glass水杯Ashtray烟灰缸match 火柴ball-pen圆珠笔aerogram航空邮件Questionnaire意见书post c

53、ard明信片brochure酒店简介hotel card酒店名片letter paper信纸air mail envelope航空信封service directory服务指南sewing kit针线包wardrobe closet衣橱bathroom浴室Bath-tub浴缸shower curtain浴帘Bathrobe浴衣water tap水龙头shaver 剃须刀electric razor电动剃须刀towel rail毛巾架bath mat towel地巾bath towel浴巾towel毛巾hand towel方巾shower cap浴帽comb梳子tooth-paste牙膏toot

54、h-brush牙刷soap肥皂soap dish/holder肥皂碟cotton tips棉签shampoo洗发水conditioner护发素bath foam淋浴液body lotion润肤露toilet恭桶toilet paper卫生纸switch开关lampshade灯罩bulb灯泡table lamp台灯bed light床头灯floor lamp落地灯socket插座hair dryer电吹风telephone电话telephone directory电话目录alarm clock闹钟safety box保险箱telephone电话机refrigerator冰箱remote cont

55、rol遥控器curtain窗帘blackout drape遮光窗帘mirror镜子clothes hanger衣架rubbish bin垃圾桶painting壁画Slippers拖鞋cloth brush衣刷shoe-horn鞋拔shoe brush鞋刷二、基本句型Basic Sentences1. Welcome to the 19th floor. 欢迎光临19楼2.Housekeeping, may I come in? 客房服务员，我可以进来吗？3.When would you like me to clean your room, sir? 您要我什么时间来为您整理房间，先生？4.M

56、ay I clean your room now? 我现在可以清理您的房间吗？5.Leave your laundry in the laundry bag. 请把要洗的东西放在洗衣袋中。6.The Laundry bag and laundry list are in thewardrobe. 洗衣袋和洗衣单在衣柜内7.We will deliver it within 4 hours at a 50% extracharge.加收50%的费用，我们在4小时内洗好送还。8.Would you like express service or normal service? 您要快洗服务还是普洗

57、服务？9.You'd better check your laundry. 您最好查看一下洗好的衣服。10.May I know your name and room number? 您能告诉我您的名字和房号吗？11.Here we are , room 1905. 1905房间到了。12.I'll send for an electricianfor you. 我给你请电工13.A repairman will come and check it right away. 修理工马上会来检查。14.I'll show you the way myself. 我亲自带您。15.I am sorry, but we don't have the specialequipment necessary.抱歉，我们没有所需的特别设备。16.I am afraid guests are not allowed to use iron orelectric heaters in their rooms.客人恐怕不准在房间里使用熨斗或电器。17.Our hotel has very good room service. 我们酒店的送餐服务非常优良。18.If you don't want to be disturbed, you