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1、Bar Service在酒瓶上, 常常可看到以下标记及其含义EEspecial特制的PPale淡色的FFine优良的XExtra特别的VVery十分X.O.Extra Old特酿CCognac可 涅克O Old年代久的SSuperior上好的斟酒的顺序女士优先,客人优先,主人最后?如果顾客选用了多种酒,一般顺序是:红葡萄酒(客人入座前 ) 白酒啤酒 ?Cocktail鸡尾酒Brandy白兰地酒Scotch苏格兰威士忌Irish爱尔兰咖啡(掺威士忌和浓奶油的热咖啡)Gin杜松子酒?琴酒Vodka伏特加酒利口酒 (甜酒 )加冰苏格兰威士忌LiqueurScotch on the rocksTips

2、1. 中国名酒简介 TOC o 1-5 h z 茅台酒(Mao Tai):被誉为“国酒 ”, 因产于贵州的茅台镇而得名?五粮液 (Wu Liang Ye):以高粱?糯米?大米?小麦和玉米为原料,产于四川宜宾?泸州老窖(Lu Zhou Lao Jiao):产地四川泸州?古井贡酒(Gu Jing Gong Jiu):取古井之水酿造,明清两代列为贡品,因而得名?产于安徽毫州 ?剑南春 (Jian Nan Chun):产地四川绵阳市?董酒 (Dong Jiu):产地贵州遵义,因厂址坐落于董公寺而得名?汾酒(Fen Jiu):产地山西汾阳市杏花村?黄酒 (Yellow Wine): 著名的黄酒有:浙江绍

3、兴加饭酒?浙江状元红(女儿红)?福建龙岩沉缸酒?山东即墨老酒?上海蜜清醇?竹叶青和花雕酒?Check Out信用卡相关用语:issuing bank 发卡银行annual fee 年费credit line/limit 信用额度interest rate 利率monthly statement 月结单balance transfer 信用卡余额代偿available credit line/limit 可用信用额度APR=annual percentage rate 年利率activate a card 开卡reward program 积点回馈point 红利积点cash advance 预

4、借现金信用卡的种类:affinity card 认同卡platinum card 白金卡student card 学生卡preferred card / gold card 金卡value card 储值卡classic card 普卡co-branded card 联名卡supplementary card 附属卡debit card 转账卡charge card 签账卡cash advance card 现金卡corporate card 商务卡 ?公司卡Tips常见的信用卡Credit CardAmerican Express Card 美国运通卡International Dinner

5、 s Clu大莱俱乐部卡 b CardMaster Card Card 万事达卡International Great Wall Card 长城卡Visa Card 维萨卡Greeting the GuestsTips1. Showing the Way for the Guest 为客人指路turn left/righton your left/right opposite to.next tobehind in front ofon the ground/second floor at the cornerfar from here向左 /右转在您的左边/右边在对面在旁边在后面在 前面在一

6、楼 /二楼在角落离这儿很远在附近一直走穿过向东/西 /南 /北沿 一直走到沿楼梯向下/上be nearby go straight go through go east/west/south/north go along.till you see. go down/up the stairIntroductionHotel organizationRoomsFront officeReceptionReservationOperatorBell serviceBusiness centerDuty manager HousekeepingRecreation and relaxationF&B

7、RestaurantKitchenBarRoom serviceAdministrationPersonnel & training Finance and Accounting Sales & marketingPurchasingSecurityPublic relationsEngineeringHotel staff RoomsGM (general manager) Assistant general manager Assistant manager SecretaryReceptionistSupervisor CashierReservations clerkShift lea

8、derOperator (day/night shift)Captain (bell captain) Interpreter /translator Room maidLaundry workerCleaning staffLifeguardBarberMasseuse/ masseurHairdresser/ hair designer/ hairstylistDisk jockey (DJ)Event coordinatorF & B? Host / hostess? Waiter / waitress? Head waiter? Busboy? Chef? Assistant chef

9、? Cook? Kitchen assistant? Dish-washer? Bartender? Musician? Day shift staffAdministration ( Back office)? Director? Assistant? Clerk? Accountant? Chief accountant? Deputy director? Marketing specialist? Sales representative? Security guard? Technician? Mechanic? Repairman? Plumber? P. R. Specialist

10、? SpokespersonTypes of rooms? single room A room for one person with one single bed? twin room A room for two people with two single beds ? double room A room with one large bed for two peoplesuite A room with a living room and a bedroom conference room A room used for meetings banquet room / ball r

11、oom A large room used for meetings or social eventsHotel facilities? guest room? restaurant? bar? coffee shop? dance club? shopping arcade? flower shop? exercise room? swimming pool? Lobby? business center?barber shop?beauty salon? spa? saunabell desk? concierge? safety-deposit box? valuables? valet

12、 parking? laundry service?traveler s check?currency exchange? tax? credit cardLaundry Service洗衣专业词汇一 ?干洗 (Dry Cleaning)一般干洗Dryclean专业干洗Professionally Dryclean以干洗为最佳Drycleanning Recommended不可用蒸汽No Steam干洗过程中不可加水分No Water in System二 ?水洗 (Washing)可机洗 Machine Washable不可水洗Do not Wash手洗 Hand Wash冷水洗 Cold

13、Wash温水洗 Warm Wash热水洗 Hot Wash不可拧干No Wring / Do not Wring不可拧绞No Twist / Do not Twist温水清洗Warm Rinse冷水清洗Cold Rinse不可脱水No Spin / Do not Spin不可浸泡Do not Soak三 ? 漂白 (Bleaching)需要时漂白Bleaching When Needed不可漂白No Bleach / Do not Bleach只可用非氯性漂白剂Only Non-Chlorine Bleach四 ? 干衣 (Drying)滴干 Drip Dry避热挂干Line Dry away

14、 from Heat挂干 Line Dry用烘干机烘干Tumble Dry阴凉挂干Line Dry in Shade五? 熨烫(Ironing and Pressing)热熨烫Hot Iron温熨烫Warm Iron低温熨烫Cold Iron不可熨Do not Iron反面熨Iron on Wrong Side用蒸汽熨烫Steam Press / IronRoom CleaningBackground Information客房状态种类 TOC o 1-5 h z .住客房(Occupied):住店客人正在使用的客房,简称:OCC.空房(Vacant Room):打扫完毕,待租房,简称:VAC

15、.走客房(Check Out):待打扫完毕后,可租房,简称:C/O.待修房(Out of Order):内部整修,不可出租房,简称 :OOO.保留房(Blocked Room):预留给他人,不可出租房,简称 :BR客户基本信息客人姓名Guest Name登记编号Code联系电话Telephone Number联系地址Address入住人数Number of Guests入住时间Occupation Time客户要求房间种类Room Type房间数量Room Number价格标准Price折扣优惠Discount房间要求Room Demand房间布置DecorationsShowing Room

16、DialoguesBackground Information一 ? 客房部各班组宾客服务中心(Guest Service Center)客房楼面卫生(Floor)公共区域(Public Area)被服室(Linen Room)洗衣房(Laundry Room)二 ? “金钥匙”(Les Clefs D or)“金钥匙”是一种“委托代办”(Concierge)的服务概念?在现代酒店业中为客人提供全方位 “一条龙”服务的岗位上的代表人物就是他们的首领 “金钥匙”, “金钥匙” (Les Clefs D or)通常身着燕尾服,衣领上面别着一对交叉的“金钥匙”微号 , “金钥匙”的服务哲学无所不能,

17、但一定要做到竭尽所能?Table Reservation一 ? 餐厅简介The Introduction of the Restaurant餐厅简介通常包括下面几方面的内容:name of the restaurant location of the restaurant size and setting capacity decoration and furnishings type of food and drinks served type of guestsprice of food and drinks service and atmosphere summary and recommendation餐厅的名字 餐厅的位置 大小及餐位数 装潢及布置 餐饮质量 顾客定位 餐饮价位 服务及环境 总结及推荐二 ? 预订登记要素.客户基本信息guest namecodeteleph