酒-店-服-务-英-语-PPT

1、酒 店 服 务 英 语Thank you for everyone to have a class with me! I hope that well be friends together through the English class. I want to know much information ofyours before we begin our lessons ! Example: English name、department、position、hobbies 、wishes and so on 1hHotel Organization Chart饭店机构表 General

2、 Managers Office 总经理室 Executive Office 总经理办公室 Human Resource Department 人力资源部 Training Department 教育培训部 Sales Department 销售部 Public Relations Office 公共关系部 Front Office 前厅部 Housekeeping Department 客房部2hHotel Organization Chart饭店机构表 Food & Beverage Department 餐饮部 Recreation Department 娱乐部 Shopping Arc

3、ade 商场部 Financial Department 财务部 Engineering Department 工程维修部 Purchasing Department 采购部 Security Department 保安部 Administration Department 行政部3hFront OfficeWords:(1) reservation 预订 (2) register 登记,注册(3) assign 分配,指定(4) baggage 行李(5) distribute 分发(6) deliver 投递,递交 (7) currency 货币 (8) occupancy 居住,占用 (

4、9) smart 活泼的,精明的(10) appearance 外表 (11) adaptability 适应性 (12) figure 数字 (13) settle 解决,安定(14) complaint 投诉,抱怨4hFront OfficeWords:(15) soothe 安抚 (16) reveal 显示(17) financial 财政的,财经的(18) satisfaction 满意(19) check in/out 入住/离店(20) departure date 离开日期(21) guarantee 保证(22) client 顾客(23) conference 会议(24)

5、 program 议程,节目(25) handicapped 残疾的(26) facilities 设施(27) wheelchair 轮椅(28) cancellation 取消5hFront OfficeWords:(29) favorite 最喜爱的(30) airy 通风的(31) banquet 宴会(32) patio 室外就餐处(33) salon 沙龙(34) souvenir 纪念品 (35) convenience 便利，方便(36) consider 考虑(37) overweight 超重 （38）scenic spot 风景点 （39）trolley bus 电车(4

6、0)Mend 修补 （41）Mis-calculation 计算出错 （42）communication 通讯,交流6hFront OfficeWords:(43)secretary 秘书 (44)document 文件 (45)equipment 设备(46)stapler 小订书机(47)calculator 计算器 (48)exhibition 展览 (49)discount 折扣 (50)extend 延伸,延长(51) scissors 剪刀,剪子 (52) handkerchief 手帕,纸巾(53) wardrobe 衣柜 (54) budget 预算 (55) thermos

7、热水瓶 (56) directory 目录 7hFront Office Words: (57) tap 笼头 (58) mucilage 胶水 (59) features 特征 (60) architecture 建筑 (61) supervisor 主管 (62) houseman 杂务工 (63) shelf 书架 (64) typewriter 打字机 (65) extension 分机 (66) trunk 行李箱 (67) comfortable 舒适 (68) envelope 信封 (69) pond 池塘 (70) cigarette 香烟 8hFront OfficeWor

8、ds: (71) locate 坐落于(72) sightseeing 观光(73) invoice 发票(74) overpay 多付(75) regulation 规章(76) insist 坚持(77) request 请求(78) fault 过错 (79) replace 替换 (80) noisy 吵闹的(81) corridor 走廊 (82) brochure 介绍册(83) refuse 拒绝(84) elevator 电梯9hFront OfficeWords: (85) loan 出租 (86) carpet 地毯 (87) afford 抽出 (88) misunder

9、stand 误解 (89) wheelchair 轮椅 (90) unfortunate 不幸的 (91) babysitter 照看儿童者 (92) bleed 流血 (93) slip 滑 (94) detail 细节 (95) destination 目的地 (96) appreciate 欣赏 (97) average 平均 (98) delegate 代表10hFront Office Words:(99) boost 提高(100) security 治安,保安(101) senser 感应器(102) sprinkler喷水设备(103) hydrant 消防龙头(104) ho

10、se 软管(105) earn 赚得，挣得(106) alarm 警报(107) exit 安全门(108) basement地下室(109) mezzanine夹层楼面(110) rude 粗鲁的(111) fare 车费(112) contact 联系11hFront OfficeWords:(113) soap 肥皂(114) towel 毛巾(115) punch 打印(116) nail 指甲(117) bedcover 床罩(118) watermark 水印图案(119) interfere 干涉(120) private 私人的(121) firework 烟火 (122) I

11、D card 身份证(123) atmosphere 气氛(124) motto 座右铭(125) devoutly 诚恳地 (126) total 总计12hFront OfficeWords: print 印刷 account 帐户(129) delivery 支付 (130) compromise 妥协 deposit 押金 (132) coin 硬币(133) safety box 保险箱(134) mineral water 矿水(135) shopping bag 购物袋 (136) luggage rack 行李架(137) remote control 遥控装置 (138) h

12、airdryer 吹风机(139) dustbin 垃圾箱 (140) magazine 杂志13hFront OfficeWords: (141）night stool 卧室用便器 （142）bathtub 浴缸（143）floor 地板 （144）shampoo 香波（145）body lotion 润肤露 （146）toothbrush 牙刷（147）razor 刮胡刀 （148）shower cap 浴帽（149）sewing kit 针线包 （150）comb 梳子（151）laundry bag 洗衣袋 （152）sanitary bag 卫生袋（153）tissue paper

13、卫生纸（154）napkin 餐巾（155）napkin paper 餐巾纸 （156）bulb 灯泡 14hFront Officephrasal:(1) check in/ out 入住/离店 (2) good / bad manners 有礼貌/无礼(3) in short 简言之(4) departure date 离开日期(5) by air 乘飞机(6) flight number 航班号(7) high occupancy 出租率高 (8) show sb up 领某人上楼 (9) DDD system (Domestic Direct Dial) 国内长途(10) IDD sy

14、stem (International Direct Dial)国际长途15hFront Officephrasal:(11) booked up 预订完了(12) get in touch with 与取得联系(13) recommend to 向推荐(14) computer records 电脑记录(15) ordinary airmail 普通航空信(16) show the way 指路(17) north district of Shanghai 上海北部地区(18) near the bund 靠近外滩(19) take pictures 照相(20) within easy r

15、each 很容易到16hFront Officephrasal:(21) foreign currency exchange 外币兑换 (22) todays exchange rate 今天的兑换率(23)settle guest complaint 处理客人投诉(24) at the lost and found desk 在失物招领处(25) free of charge 免费(26) cut off 切断、切开(27) incoming fax 过来的传真(28) up to now 直到现在(29) in order to 为了(30) long distance call rese

16、rvation长途电话预订17hFront Officephrasal:(31) spend ones holidays 度假(32)credit card number 信用卡号(33) take care of 照料(34)peak season 旺季(35) travelers checks 旅行支票(36) replace A with B 把A替换成B(37)no- show 预订客未到(38) tell you the truth 老实说(39) dying to do sth 迫不及待地想做某事(40) in advance 预先18hFront Officephrasal:(4

17、1) if possible 如果可能的话(42)at ones convenience 在方便时(43) as well 也(44)do service for 为服务,效劳(45) make way for sb 为某人让路(46) rush into 冲进(47)put ones heart into 全神贯注(48) in tears 热泪盈眶(49) on loan 出租(50)in the name of 以的名义 19hFront Officephrasal:(51) be tired of 厌倦,厌烦(52) report on duty 报到 (53) apply sb fo

18、r help 请求某人帮助(54)familiar with 通晓,熟悉(55) the handbook for hotel staff 饭店员工手册 (56) smoke senser 烟感器(57)automatic sprinkler 自动喷水系统(58) fire hose 消防救火软管(59)deal with 处理(60) as soon as possible 尽快20hFront Officephrasal:(61) be upset about 对感到不安(62) look for 寻找(63) pay for the damage 赔偿(64) take notice 注

19、意(65) go ahead 走吧(66) be responsible for 对负责(67) pass out 晕倒(68) go back and forth 来回(69) pass on 转达(70) shuttle bus 班车21hFront Officephrasal:(71) at least 至少(72)be not in 不在(73) make out 填写,编制(74)soft berth 软卧(75) business repeat rate 回客率(76) take steps 采取措施(77) extend the room 续住(78) registration

20、form 登记单(79)put off 推迟(80) by reason of 由于 22hFront Officephrasal: (81) wake up 醒来(82)low season 淡季(83)shoulder season 平季(84)forged bank note 假币(85) refuse to do sth 拒绝做某事(86) be angry at/about sth 因某事而生气(87)high quality service 优质服务(88)make a few suggestions 提些建议 (89)hand sth to sb 把某物递给某人(90) woul

21、d love to do sth 爱干某事 23hFront Officephrasal:(91) catch a cold 伤风(92) look forward to 期望,希望(93) one more thing 还有件事(94) at the moment 此刻,眼下(95) at present 现在(96) come over 走过来(97)be worth doing 值得做某事(98) know little about sth 对某事一无所知(99) take your time 别着急,慢慢来(100) on the house 免费 (99)(100) 24hFront

22、 Officephrasal:(101) start with sth 从某事开始(102) without question 毫无疑问(103)use up 用完,耗尽(104) call off 取消(105) clear up 清理,变晴(106)catch ones eye 引人注目(107) catch ones breath 喘气,松口气(108) break up 打碎,结束(109)before long 不久以后 25hFront Officesentence: 1.what kind of room would you like, sir ? 先生,您想要什么样的房间? 2

23、.would you like breakfast? 您需要用早餐吗? 3.can you give me your name, please, sir ? 先生,您能让我知道您的名字吗? 4.can you tell me your arrival and departure dates? 您能告诉我您的抵离日期吗? 5.Is there a special rate for a group reservation? 团队预订有优惠吗？ 6.there is a 10 percent discount . 有10%的优惠。26hFront Officesentence:7. We can e

24、ither put him on a waiting list or find him a room in a nearby hotel. 我们可以将他列入等待名单或帮他在附近酒店找间房间。8. For one night, the hotel cost would be five hundred yuan. How will you be paying, sir? 酒店一晚收取500元房费，您怎样付呢，先生？9. My company will cover all the expenses, well send you a check right away. 我公司会为我支付所有费用,我们会

25、马上送支票过来。10.How are you going to pay, in cash or by credit card? 您准备如何支付, 用现金还是信用卡?11.Could I pay with travellers checks? 我可以用旅行支票付吗?12.Would you give me some features of your baggage? 您能提供一些您行李的特征吗?27hFront Officesentence:13. Im sorry to have inconvenienced you. 很抱歉给您带来了不便。14. I assure you such thin

26、gs will never happen again. 我向您保证此类事情不会再发生。15. Well have a good chance to feast our eyes. 我们将有一个大饱眼福的机会了。16. Could you order a taxi for us? 你能为我叫辆出租车吗?17. The long-stay guest has been in our hotel for two years. 那位包房客人在我们宾馆已经住了两年了。18.Every US dollar in cash is equivalent to 8.21Yuan , RMB. How much

27、would you like to change, sir ? 1美金可兑换8.21元人民币,您需要换多少,先生?28hFront Officesentence: 19.Would you please fill in this memo and show me your passport? 请填写水单并出示一下护照。 20.I need some small change. 我需要一些零钱。 21.By the way, can you tell me what I should do with the RMB left with me? 顺便问一下,你能告诉我人民币用不完怎么办呢? 22.

28、Youll have to go to the Bank of china or the airport exchange office to change it back into dollars by showing the memo. 凭兑换水单您可以到中国银行或机场兑换点换回。 23.Have you used any hotel services since breakfast? 早餐前您有用过饭店的服务设施吗? 24.Here is your invoice. 这是您的发票。29hFront Officesentence: 25.I do apologize for my mis-

29、checking. 我为我的失误致歉。 26.Here is the money you overpaid. 这是您多付的钱。 27.Im awfully sorry to have caused you so much trouble. Ill try to be more careful another time. 我很抱歉给您带来这么多麻烦，以后我会尽 量仔细的。 28.The room rate is the same as that one. 这间房的房价和那间是一样的。 29.If there is anything more you need, please let us kno

30、w. 如果还有任何需要,尽管告诉我们。 30.Ill ask our manager to come and take care of your request. 我将告知我们经理来处理您的要求。 30hFront Officesentence: 31.We can only confirm a room from the 17th to the 20th. 我们仅可以确认20号到27号有房间。 32.Im afraid we wont be able to guarantee you a room after the 21th. 恐怕我们不能保证21号以后有房间。 33.Have you m

31、ade a reservation, sir ? 先生,请问您有预订过吗? 34.All the rooms are booked up, but I think well be able to arrange for you a room after six oclock this evening. 所有的房间都订完了,但今天下午6点以后我们能为您安排房间。 35.If you need a room right now, would you like me to get in touch with somewhere else for you? 如果您现在想要房间,我帮您再联系其它地方可以

32、吗? 36.Please wait a moment, sir. Ill have to check the computer records. 请稍等,先生。我得查一下电脑记录。31hFront Officesentence: 37.After you. 您先请。 38.Thatll be a matter for police. 这将由警方处理。 39.Thats for the DDD calls you made from your room. 这是您为在房间里打的国内直拨电话应付的费用。 40.If you want to keep your room this afternoon,

33、 well have to charge you 50% of the price. 如果今天下午您还想保留房间的话,我们将收取50%的房费。 41.According to our regulations, a half days rent is charged against a room not vacated by 12:00 noon. 根据我们的规定,凡过中午12:00点还没腾出的房要收半天房金。 42.I have some documents to be typed at the moment and I hope they will be ready before 10:00

34、 PM today.我现在有一些文件需要打印,希望10:00之前可以准备好。32hFront Officesentence: 43.Let me try the number again and see if the fault is in their equipment or in ours. Ill call back as soon as I can. 让我再重新试一下,看是他们的设备有问题还是我们的。我会尽快给您答复的。 44.I must say that we cannot be held responsible, you should have deposited valuabl

35、es with the Reception. 我得说我们不能对此负责,您应该把贵重物品寄存在接待处。 45.Im sorry, sir. There must be something misunderstanding . 我很抱歉，先生，这里面可能有误会。 46.There are several ways of paying. 有好几种付款方式。 47.Whats your opinion of our service? 您对我们的服务有什么意见吗? 48. Dont you think the price is reasonable? 您认为这个价格不合理吗?33hFront Offic

36、e sentence:49. Imafraidourhotelisfullybookedonthatdate. 对不起，我们饭店那一天的客房全部订满了。50.Yourroomisconfirmedforthatday.Welookforward toservingyou. 我们期待着下一次为您服务。 51.IllcancelMrBellsreservationfromFebruary27th forthreenights. 我将取消BELL先生从2月27日开始3个晚上的预订。52.MayIreconfirmyourdeparturedate? 我可以再次确认您的离店日期吗53.Imsorry,

37、madam.Wedonthaveanyvacancyatthe moment. 对不起，小姐，我们现在没有空房间54.Howmanypiecesofluggagedoyouhave? 请问您有几件行李？ 34hFront Officesentence:55.Isthereanythingvaluableorbreakableinyourbag? 您包里有贵重或易碎物品吗？ 56.YoucangetyourmoneychangedatthecashiersDesk. 您可以去收款处兑换钱。 57.Couldyoutakeamessageforher,please? 你能不能为我给她留信口信？ 5

38、8.Justamoment,please,sir.Illputyouthrough. 请稍等一下，先生。我马上为您接通。59.Foroutsidecalls,pleasepress9firstandwhenyouhear thedialingtone,pressthenumberyouwant. 打外线请先按9，听到声响后再按您所要的号码。60.Howwouldyouliketomakepayment,sir. 先生，请问您将如何付款？35hFront Office sentence:61.Hereisyourchangeandreceipt,sir.Illsenda bellmanuptog

39、etyourluggage. 先生，这是您的找钱和收据。我马上叫行李员上去取您的行李。62.Therateofyourroomwillbepaidbyyourhostunit whiletheothersshouldbeatyourexpense. 您的房费将由接待单位支付，而杂费则应由您自己付。63.Howmanycopiesdoyouneed? 您要复印几份？ 64.Canyougivemeyourfaxnumber,sir? 请您告诉我您的传真号码好65.WhencanIpickitup? 我什么时间能取？ 66.Housekeeping.MayIcomein? 客房服务员，我可以进来吗

40、？ 36hFront Officesentence67. Leaveyourlaundryinthelaundrybagbehindthe bathroomdoor. 请把要洗的东西放在浴室门后的洗衣袋中。 68. IhopeImnotdisturbingyou. 我希望没有打扰您。 69. Onemoment,madam.Illbringthemtoyouright away. 等一会，夫人。我马上送来。 70. Illshowyoutoyourroom.Wouldyoucomethisway? 我带您去您的房间。请这边走好吗？ 71. Imsorrytodisturbyou,sir,but

41、wewouldliketoclean theroom.Maywedoitnow? 对不起，打扰您了，先生。我们想现在打扫房间，可以吗？ 72.Imsorry,sir,butcouldyouwaitanother20minutes, please? 对不起，先生，但您能再等20分钟吗？ 37hFront Officesentence:73.Couldyoubringmesomemoretowels,please? 你能不能再给我拿几条毛巾来？74.Yes,madam.Illbringthemtoyourroomatonce. 好的，夫人，我马上给您送来。 75.Thehotelprovidesf

42、reeshoeshiningserviceforits guests. 酒店为住店客人提供免费擦鞋服务。 76.Imterriblysorry.Idowishwehadknownitearlier. 非常对不起。要是我们早点知道就好了。 77. Whatkindofrooms(food)wouldyouliketo have? 您需要什么样的房间(菜)？78.Hereisabrochureofourhotel. 这是介绍我们酒店的小册子。 38hFront Officesentence:79.Wellgiveyoua10%(tenpercent)discount. 我们给您九折优惠。 80.W

43、elloffertourguidescomplimentarybreakfasts. 我们给陪同提供免费早餐。81.Weacceptyourterms. 我们接受您的条件。 82.MayIintroducemyself? 让我介绍我自己。 83. MayIpresentyoualittlesouvenir? 请接受我们的一点小纪念品。84. Letsdrinktoourfriendship! 为我们的友谊干杯。 39hFront Officesentence:85.Letsproposeatoasttothehealthofour guests! 建议为在座客人的健康干杯。86.Cheers!

44、 干杯!87.HowdoyoulikeChinesefood?您喜欢中国菜吗？88.Whatdoyouthinkofourservice?您对我们的服务有什么意见？89.Thankyouforyourcomments(compliment, suggestions). 谢谢您给我们提的意见(赞扬、建议)。90.Imafraiditsagainstthehotelsregulations. 这是违反饭店的规章制度。 40hFront Office sentence: 91. Inourhotelwedontaccepttips. 我们饭店是不收小费的。 92.Itsourpleasuretose

45、rveourguestswell. 我们为客人服务好感到高兴。 93.Thankyouallthesame. 然而，还是要谢谢您。 94.Imafraidyoullhavetopayforthedamage. 您必须赔偿。 95.Thankyoufortellingusaboutit. 谢谢您告诉我们。 96.Illlookintothematterrightaway. 我马上去处理这事。 97.Iassureyouitwonthappenagain. 我保证此类事不会再发生。 41hFront Officesentence:98. Pleasedontworry,sir(madam). 先生

46、(夫人)，请不必担忧。 99.Illsendsomeoneuptoyourroomrightaway.我马上派人到您的房间去。 100.Icantguaranteeanything,butIlltrymybest. 我不能保证，但我会尽力而为。 101.WhatcanIshowyou? 您要买什么？ 102.Howdoyoulikefashion(color,size,design)? 您喜欢这种款式(颜色、尺寸、图案)吗？ 103.Theextralargesizeofthiscolorisoutofstock. 这种颜色的特大号已经卖完了。104.Pleasetryusagaintomor

47、row. 请明天再来看看。 42hFront Officesentence:105.Theyarealtogether175(onehundredand seventy-five)yuanRMB. Youmaypayincashorwithcreditcard. 共计175元人民币。您可以付现金也可以 用信用卡。106.Pleasepayatthecashiers. 请到帐台付款。107.Youhavemadeagoodchoice.您真会买东西。108.youhaveverygoodtaste.您眼力真好。 43hFront Office (unit 1)Dialogue 1-1: A Lo

48、ng Distance Call Reservation Good morning, reception. Can I help you?Im calling from New York. Id like to reserve a room.What kind of room would you like?A single room, please.John Smith, J-o-h-n S-m-i-t-h.Thank you, Mr.Smith,when are you going to arrive here?On Sept.20th.For how long?3 nights, from

49、 Sept 20th to Sept 22nd.How much?580RMB one night include one breakfast.OK.Well, Mr. Smith, a single room from Sept 20th to Sept 22nd, and the room rate is 580RMB one night include one breakfast. Am I correct?Yes, thank you.One more thing, may I have your phone number, please?Yes, its 06-4895-3084.T

50、hank you, Mr. Smith. My name is Susan, we are looking forward to serving you.44hFront Office (unit 1)Dialogue1- 2: A Group Reservation Good morning, reception. Can I help you?Yes, Id like to reserve 10 single rooms for three days.For which dates?For October 24th, 25th and 26th .One moment please, si

51、r. Yes, we can confirm 10 rooms for three days.Thank you. Is there a special rate for a group reservation?Yes, there is a 10 percent discount.Thats fine. By the way, how will they be getting to Shanghai? Will they be coming by air ?Yes.Could you give me the flight number, please, in case the planes

52、late?Oh, sorry. I dont know the flight number, but Ill let you know by phone the day after tomorrow.Thank you, sir.Oh, yes. Have you got a big conference hall?Yes, sir , we have a very nice multi-function hall, but youll have to speak to the sales manager about that. Please hold on a moment and Ill

53、see if I can put you through. 45hFront Office (unit 1)Dialogue 1-3: A Face-to-Face Reservation Can I help you, sir? Yes, Id like to book a single room with shower for Mr George Smith. He plans to arrive on the 20th of this month.How long will he be staying?I dont know, but it could be anything from

54、seven to ten days.Then we can only confirm a room from the 20th to the 27th. Im afraid we wont be able to guarantee him a room after the 27th. We usually have high occupancies in the peak seasons.What if there isnt any room then ? Dont worry,sir . We can either put him on a waiting list or find him

55、a room in a nearby hotel.I see.One more thing, Mr Smith is handicapped. Do you have facilities for the handicapped?46hDialogue 1-3: A Face-to-Face Reservation Yes, sir . We have special bedrooms which all have a wide door into the bathroom with appropriate washing and toilet facilities. Besides, the

56、rere no steps between the street and the entrance to the hotel. There is a special lift from the car park to the 1st floor, and lifts are all wide enough to take a wheelchair.Fine. How much do you charge for a single room for the handicapped?For one night, the hotel cost would be 200yuan. How will h

57、e be paying,sir? His company will cover all the expenses. Well send you a check right away.Thank you, sir.Thank you. Good-bye.Front Office (unit 1)47hFront Office (unit 2)Dialogue 2-1: RegistrationBm: Good evening , sir and madam. Welcome to our hotel.Mr Bellow: Thanks.Good evening.Bm: Im the bellma

58、n, Mr Bellow. So you have got altogether four pieces of baggage ? B:Yes.Bm: The reception Desk is straight ahead, after you, please.R: Good evening. What can I do for you, sir?B: I reserved a British suite three weeks ago. Im Henry Bellow. R: Just a moment, please, Mr Bellow. Ill check the arrival l

59、ist. Could I see your passports, please? Thank you, sir. And would you mind filling in the registration form?B: Ill take care of it. Here you are. Is it all right ?R: Yes, thanks. How are you going to pay, in cash or by credit card?B: Could I pay with travellers checks?R: Certainly, Heres the key to

60、 Room 908 and your room cards. Please keep them. And the bellman will show you up. Have a nice evening, sir, And enjoy your stay.B: Thank you.48hFront Office (unit 2)Dialogue 2-2: Receiving a walk-in GuestR: Good afternoon, sir. May I help you?C: Yes, please. Ive just arrived from Hong Kong. Could y