酒店工作英语课件

绍兴开元名都大酒店：NewCenturyGrandHotelShaoxing人力资源部：HumanResourcesDivision财务部：FinanceDivision市场部：Sales＆MarketingDivision销售部：SalesDepartment房务部：RoomsDivision绍兴开元名都大酒店：NewCenturyGrandHo1餐饮部：Food＆BeverageDivision

工程部：EngineeringDepartment

保安部：SecurityDepartment

康乐部：RecreationDepartment

公关部：PublicRelationsDepartment

前厅部：FrontOfficeDepartment

管家部：HousekeepingDepartment

餐饮部：Food＆BeverageDivision

工程2绍兴开元名都大酒店：NewCenturyGrandHotelShaoxing

大堂Lobby维珍咖啡厅VirginCafé茗兰吧LoungeOrchid香榭饼屋ChampsDeli商务中心BusinessCentre文锦轩中餐厅VongKingGarden揽桥阁包厢群LegendCourtChamber福港日本料理FugangJapaneseRestaurant桌球房SnookerRoom绍兴开元名都大酒店：NewCenturyGrandHo3棋牌室TheChessandBridgeCentre健身房FitnessCentre乒乓球室TableTennisRoom足浴中心ReflexologyServiceCentre桑拿中心SaunaCentre美容中心BeautyCentre恒温游泳池SwimmingPool开元厅NewCenturyHall名都厅DynastyHall棋牌室TheChessandBridge4景明厅JingmingHall景和厅JingheHall景晖厅JinghuiHall景悦厅JingyueHall景华厅JinghuaHall景丽厅JingliHall金粉尊爵KTVJinfenSupremeKTV名仕阁PrestigeClub金爵会NobilityClubHouse景明厅JingmingHall5职务与职位Position总经理GeneralManager副总经理Vice-generalManager大堂副理AssistantManager总监Director经理Manager主管Supervisor秘书Secretary领班Captain文员Clerk职务与职位Position总经理GeneralMa6客房服务员RoomAttendant餐厅男服务员Waiter餐厅女服务员Waitress总台接待员Receptionist话务员Operator收银员Cashier行李员Bellman保安员SecurityOfficer维修员Repairman客房服务员RoomAttendant7基本英语一、称呼方式1.先生Mister(Mr.)Sir2.夫人Madam3.太太Mistress(Mrs.,Mrs)4.小姐Miss基本英语一、称呼方式8二、欢迎和问候语1.早上好，先生。Goodmorning,sir.2.您好！Hello.Howdoyoudo?3.很高兴见到您Glad/Nicetomeet/seeyou.4.欢迎到我们酒店来Welcometoourhotel/NewCenturyGrandHotelShaoxing5.愿您在我们酒店过的愉快Ihopeyou’llenjoyyourstaywithus.二、欢迎和问候语9三、祝贺语1.祝贺您！Congratulations!2.生日快乐！Happybirthday!3.新年快乐！Happynewyear!4.圣诞快乐！MerryChristmas!5.祝您好运！Goodluck(toyou)!6.祝您成功！Wishyoueverysuccess!7.祝您旅途愉快！Pleasantjourney!三、祝贺语10四、答谢和答应语1.谢谢您Thankyou(verymuch)2.谢谢您的帮助Thankyouforyourhelp.3.太感谢您了It’sverykindofyou.4.别客气/不用谢You’rewelcome./Notatall./Don’tmentionit5.很高兴为您服务It’smypleasure.四、答谢和答应语11五、道歉语1.很抱歉I’msorry.2.不好意思Excuseme.3.对不起，让您久等了。Sorrytohavekeptyouwaiting.4.对不起，打扰您了。Sorrytointerruptyou.5.我为此道歉Iapologizeforthis.五、道歉语12六、征询语1.我能帮您什么吗？MayIhelpyou?WhatcanIdoforyou?2.有什么能为您效劳吗？IsthereanythingIcandoforyou?3.我可以知道您的名字吗？MayIhaveyourname,please?4.您可以把名字签在这儿吗，先生？Canyousignhere,sir?5.先生，您想要点什么？Whatwouldyoulike,sir?六、征询语13七、指路用语1.上楼Goupstairs.下楼Godownstairs.2.在二楼It’sonthesecondfloor.3.请这边走Thisway,please4.往右转Turnright.5.在大厅靠近大门It’sinthelobbynearthemainentrance.6.在走廊尽头It’sattheendofthecorridor.七、指路用语14八、提醒用语1.请走好Mindyourstep.2.请当心Pleasebecareful.3.请别遗忘您的东西Pleasedon’tleaveanythingbehind.4.请不要在这里抽烟Pleasedon’tsmokehere.八、提醒用语15九、告别语1.再见Goodbye2.等会见Seeyoulater3.明天见Seeyoutomorrow4.再见，谢谢您的光临Goodbyeandthankyouforcoming5.再见，希望再见到您。Goodbyeandhopetoseeyouagain.6.一路平安！Haveanicetrip.九、告别语16Dialogue1

Dialogue2

酒店员工：下午好，先生。欢迎光临我们酒店，我可以帮您吗？客人：谢谢，我想办理入住手续，前台在哪儿？酒店员工：前台在那儿，请这边走。希望您入住愉快。

酒店员工：夫人您好，欢迎光临我们酒店。很高兴再次见到您，您今天过的好么？客人：很好，谢谢。酒店员工：希望您在本酒店再次入住愉快。客人：谢谢，我也希望如此。Dialogue1Dialog17Dialogue3酒店员工：您好，先生。您要离店了吧。客人：是的，我要回去了。酒店员工：希望您在我们酒店度过一段愉快的时光。客人：是的，我过的很愉快，谢谢。酒店员工：祝您旅途愉快，希望您能很快再次光临。Dialogue3酒店员工：您好，先生。您要离店了吧。18Module1BasicGuestContact1

(GreetingandFarewell)问候：greeting住店愉快：pleasantstay早上好：Goodmorning开心：goodtime下午好：Goodafternoon登记入住：checkin晚上好:Goodevening出示：show欢迎光临：Welcometo喜欢：enjoy希望：hope接待台\前台：ReceptionCounter\FrontDeskModule1BasicGuestContact119Module1BasicGuestContact1

(GreetingandFarewell)

1.Good

2.Howdoyoudo?/Howareyou?/Howisyourday?/Howisyourdinner?/Howwasyourtrip?morningafternooneveningModule1BasicGuestContact120Module1BasicGuestContact1

(GreetingandFarewell)

3.Welcometo

ourhotel/ourrestaurant.

HowmayIhelpyou/WhatcanIdoforyou?4.Iamglad/happy/pleasedtoseeyou.

5.Ihopeyouwill

enjoyyourstaywithus.haveagoodtimehere.haveapleasantstayinourhotel.Module1BasicGuestContact121Dialogue1Staff:Goodafternoon,sir.Welcometoourhotel,howcanIhelpyou?Guest:IwanttoVongKingGarden,Whereisit?Staff:It’sonthe2ndfloor,thisway,please.Ihopeyouwillhaveagoodtimehere.Guest:Thankyou.Staff:You’rewelcome.Dialogue1Staff:Goodafternoon22Module1BasicGuestContact1

(GreetingandFarewell)再见：Goodbye喜欢：enjoyed入住本酒店：staywithus服务：service赞赏：compliment满意的：satisfied评论：comments期待：lookforwardto旅途愉快：nicetrip访问：visit飞行顺利：smoothflight一路平安：Haveasafetrip\journeyBonVoyageModule1BasicGuestContact123Module1BasicGuestContact1

(GreetingandFarewell)

6.Good-bye,Thankyouforstayingwithus/visitingus.choosingourhotel.yourcompliment.yourcomments.Module1BasicGuestContact124Module1BasicGuestContact1

(GreetingandFarewell)

7.Good-byeSir/Mr/Miss/Ms,and

haveanicetrip.haveapleasantjourney.haveasmoothflight.haveaniceday.Module1BasicGuestContact125Module1BasicGuestContact1

(GreetingandFarewell)

8.WehopeyouPlease

ebacksoon.visitusagain.staywithusagainModule1BasicGuestContact126Module1BasicGuestContact1

(GreetingandFarewell)

9.Welookforwardto

10.Didyouenjoy

seeingyouagain.servingyouagain.receivingyouagain.yournextvisit/arrival.yourstaywithus?yourmeal/trip?stayinginourhotel?yourstayinShaoxingModule1BasicGuestContact127Dialogue2Staff:Goodbye,sir,thankyouforchoosingourhotel,doyouenjoyyourmealinourhotel?Guest:yes,it’sverygood.Staff:Thankyouforyourcompliments.Wehopeyouenjoyedyourmeal,pleasecomeagain.Guest:OK,Thankyou.Staff:Goodbye,sir,andhaveasafetrip.Dialogue2Staff:Goodbye,sir,28

更多精品资请访问更多精品资请访问29

更多品资源请访问更多品资源请访问30绍兴开元名都大酒店：NewCenturyGrandHotelShaoxing人力资源部：HumanResourcesDivision财务部：FinanceDivision市场部：Sales＆MarketingDivision销售部：SalesDepartment房务部：RoomsDivision绍兴开元名都大酒店：NewCenturyGrandHo31餐饮部：Food＆BeverageDivision

工程部：EngineeringDepartment

保安部：SecurityDepartment

康乐部：RecreationDepartment

公关部：PublicRelationsDepartment

前厅部：FrontOfficeDepartment

管家部：HousekeepingDepartment

餐饮部：Food＆BeverageDivision

工程32绍兴开元名都大酒店：NewCenturyGrandHotelShaoxing

大堂Lobby维珍咖啡厅VirginCafé茗兰吧LoungeOrchid香榭饼屋ChampsDeli商务中心BusinessCentre文锦轩中餐厅VongKingGarden揽桥阁包厢群LegendCourtChamber福港日本料理FugangJapaneseRestaurant桌球房SnookerRoom绍兴开元名都大酒店：NewCenturyGrandHo33棋牌室TheChessandBridgeCentre健身房FitnessCentre乒乓球室TableTennisRoom足浴中心ReflexologyServiceCentre桑拿中心SaunaCentre美容中心BeautyCentre恒温游泳池SwimmingPool开元厅NewCenturyHall名都厅DynastyHall棋牌室TheChessandBridge34景明厅JingmingHall景和厅JingheHall景晖厅JinghuiHall景悦厅JingyueHall景华厅JinghuaHall景丽厅JingliHall金粉尊爵KTVJinfenSupremeKTV名仕阁PrestigeClub金爵会NobilityClubHouse景明厅JingmingHall35职务与职位Position总经理GeneralManager副总经理Vice-generalManager大堂副理AssistantManager总监Director经理Manager主管Supervisor秘书Secretary领班Captain文员Clerk职务与职位Position总经理GeneralMa36客房服务员RoomAttendant餐厅男服务员Waiter餐厅女服务员Waitress总台接待员Receptionist话务员Operator收银员Cashier行李员Bellman保安员SecurityOfficer维修员Repairman客房服务员RoomAttendant37基本英语一、称呼方式1.先生Mister(Mr.)Sir2.夫人Madam3.太太Mistress(Mrs.,Mrs)4.小姐Miss基本英语一、称呼方式38二、欢迎和问候语1.早上好，先生。Goodmorning,sir.2.您好！Hello.Howdoyoudo?3.很高兴见到您Glad/Nicetomeet/seeyou.4.欢迎到我们酒店来Welcometoourhotel/NewCenturyGrandHotelShaoxing5.愿您在我们酒店过的愉快Ihopeyou’llenjoyyourstaywithus.二、欢迎和问候语39三、祝贺语1.祝贺您！Congratulations!2.生日快乐！Happybirthday!3.新年快乐！Happynewyear!4.圣诞快乐！MerryChristmas!5.祝您好运！Goodluck(toyou)!6.祝您成功！Wishyoueverysuccess!7.祝您旅途愉快！Pleasantjourney!三、祝贺语40四、答谢和答应语1.谢谢您Thankyou(verymuch)2.谢谢您的帮助Thankyouforyourhelp.3.太感谢您了It’sverykindofyou.4.别客气/不用谢You’rewelcome./Notatall./Don’tmentionit5.很高兴为您服务It’smypleasure.四、答谢和答应语41五、道歉语1.很抱歉I’msorry.2.不好意思Excuseme.3.对不起，让您久等了。Sorrytohavekeptyouwaiting.4.对不起，打扰您了。Sorrytointerruptyou.5.我为此道歉Iapologizeforthis.五、道歉语42六、征询语1.我能帮您什么吗？MayIhelpyou?WhatcanIdoforyou?2.有什么能为您效劳吗？IsthereanythingIcandoforyou?3.我可以知道您的名字吗？MayIhaveyourname,please?4.您可以把名字签在这儿吗，先生？Canyousignhere,sir?5.先生，您想要点什么？Whatwouldyoulike,sir?六、征询语43七、指路用语1.上楼Goupstairs.下楼Godownstairs.2.在二楼It’sonthesecondfloor.3.请这边走Thisway,please4.往右转Turnright.5.在大厅靠近大门It’sinthelobbynearthemainentrance.6.在走廊尽头It’sattheendofthecorridor.七、指路用语44八、提醒用语1.请走好Mindyourstep.2.请当心Pleasebecareful.3.请别遗忘您的东西Pleasedon’tleaveanythingbehind.4.请不要在这里抽烟Pleasedon’tsmokehere.八、提醒用语45九、告别语1.再见Goodbye2.等会见Seeyoulater3.明天见Seeyoutomorrow4.再见，谢谢您的光临Goodbyeandthankyouforcoming5.再见，希望再见到您。Goodbyeandhopetoseeyouagain.6.一路平安！Haveanicetrip.九、告别语46Dialogue1

Dialogue2

酒店员工：下午好，先生。欢迎光临我们酒店，我可以帮您吗？客人：谢谢，我想办理入住手续，前台在哪儿？酒店员工：前台在那儿，请这边走。希望您入住愉快。

酒店员工：夫人您好，欢迎光临我们酒店。很高兴再次见到您，您今天过的好么？客人：很好，谢谢。酒店员工：希望您在本酒店再次入住愉快。客人：谢谢，我也希望如此。Dialogue1Dialog47Dialogue3酒店员工：您好，先生。您要离店了吧。客人：是的，我要回去了。酒店员工：希望您在我们酒店度过一段愉快的时光。客人：是的，我过的很愉快，谢谢。酒店员工：祝您旅途愉快，希望您能很快再次光临。Dialogue3酒店员工：您好，先生。您要离店了吧。48Module1BasicGuestContact1

(GreetingandFarewell)问候：greeting住店愉快：pleasantstay早上好：Goodmorning开心：goodtime下午好：Goodafternoon登记入住：checkin晚上好:Goodevening出示：show欢迎光临：Welcometo喜欢：enjoy希望：hope接待台\前台：ReceptionCounter\FrontDeskModule1BasicGuestContact149Module1BasicGuestContact1

(GreetingandFarewell)

1.Good

2.Howdoyoudo?/Howareyou?/Howisyourday?/Howisyourdinner?/Howwasyourtrip?morningafternooneveningModule1BasicGuestContact150Module1BasicGuestContact1

(GreetingandFarewell)

3.Welcometo

ourhotel/ourrestaurant.

HowmayIhelpyou/WhatcanIdoforyou?4.Iamglad/happy/pleasedtoseeyou.

5.Ihopeyouwill

enjoyyourstaywithus.haveagoodtimehere.haveapleasantstayinourhotel.Module1BasicGuestContact151Dialogue1Staff:Goodafternoon,sir.Welcometoourhotel,howcanIhelpyou?Guest:IwanttoVongKingGarden,Whereisit?Staff:It’sonthe2ndfloor,thisway,please.Ihopeyouwillhaveagoodtimehere.Guest:Thankyou.Staff:You’rewelcome.Dialogue1Staff:Goodafternoon52Module1BasicGuestContact1

(GreetingandFarewell)再见：Goodbye喜欢：enjoyed入住本酒店：staywithus服务：service赞赏：compliment满意的：satisfied评论：comments期待：lookforwardto旅途愉快：nicetrip访问：visit飞行顺利：smoothflight一路平安：Haveasafetrip\journeyBonVoyageModule1BasicGuestContact153Module1BasicGuestContact1

(GreetingandFarewell)

6.Good-bye,Tha