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1、英语培训,专业级,一概述,在酒店里所使用的英语会话，基本上是属于商业英语，与日常生活会话中所使用的英语略有不同，较注重礼节。正式英语通常会让人误解为极艰深的英语，其实，只要套用一定格式的句子和单词，就可以了。,例如,非正式英语 正式英语 Whats your name? May I have your name? 您贵姓？ 请问您贵姓大名？ Do you want some tea? Could you like some tea? 您要喝茶吗？ 请问您想喝茶吗？ Over here, please. Could you come this way please? 这边请。 请您往这边走好吗？
2、,不要说OK, Sure, Yeah等等，而要说Certainly, Sir. Hey, uh-huh, Hang on 等等，也不适合在酒店中使用。 别说“I dont know.”回答“不知道”是非常不礼貌的说法。 可以说“just a moment, please. Ill check that for you.” （请稍候，我来帮您确认），然后请有能力处理的人前来协助。 * 对男性客人，尊称为Sir; 面对女性客人时尊称为Ms. 在招呼客人时，最好说“Excuse me, Sir(Ms)”, 不要直接称呼Mr.或Ms. 至于称呼小孩，可以直接使用Excuse me，但是不可以直接称呼b
3、oy或girl.,* 正视对方的眼睛，以显示出你的信心和诚意。但必须注意，注视对方的眼睛，并不是无理地盯着对方看。 * 在面对语言不通的外籍人士时，一定要多加利用手势和肢体语言。但是使用手势时要特别小心，因为对于不同国家、民族而言，手势的意义也大不相同。,二.基本待客英语,（一）在正式的英语表现里，疑问基本句型可分为下列四种： 1. May I 2. Could you 3. Would you 4. Shall I ? 只要理解这四种基本的句型，就可以处理大部分业务上的状况。,1.自己要做什么事时，就使用May I ,May I have your name, please? 请问尊姓大名
4、May I have your check-out time, please? 请问您什么时候结帐离开？ May I see your passport, please? 请让我看一下您的护照好吗？ May I know your nationality, please? 请问您的国籍是什么？,2 麻烦客人时，可使用Could you ,Could you fill out the form, please? 请您填写这张表格好吗？ Could you write that down, please? 请您写下来好吗？ Could you draft the fax, please? 请您写下
5、传真的草稿好吗？ Could you hold the line, please? 请不要挂电话好吗？,3 询问客人的喜好或是做什么时，可使用Would you ,Would you like tea or coffee? 请问您要喝茶还是咖啡？ Would you like to take a taxi? 请问您要搭计程车吗？ Would you mind sitting here? 请问您介意坐在这里吗？,* 只要在疑问词后加“Would you ”，就可以提出大部分的询问。,When would you like to visit Kunshan? 请问您想要何时参观昆山？ When w
6、ould you like to have lunch? 请问您想在哪里用餐？ What time would you like to eat? 请问您想何时用餐？ Who would you like to contact? 请问您想和谁联络？,Which kind of room would you prefer? 请问您喜欢哪一种房间？ How would you like to settle your bill? 请问您的账单如何处理？ How long would you like to stay? 请问您要逗留多久？ How many tickets would you like
7、to buy? 请问您要买几张票？,4 在提供建议协助、征求意见时，可使用Shall I 或Would you like me to do ?,Shall I draw the curtains? 请问需要我把窗帘拉上吗？ Shall I draw you a map? 请问要我为您画一张地图吗？ Shall I make the reservation for you? 请问要我为您安排预约吗？,（二）招呼语,Good morning. (用于中午以前) Good afternoon. (用于中午至下午六点以前) Good evening. (用于下午六点过后),在这些招呼语的后面接句子，例
8、如：,Good morning, sir. Are you checking-out? 早上好，先生，请问您要退房吗？ Good afternoon, sir. Welcome to LI JIA Hotel. 中午好，先生，欢迎光临丽嘉酒店 Good evening, Ms. May I help you? 晚上好，小姐，请问我能为您服务吗？,后面也可以接上自己酒店名称、部门名称，如：,Good morning, sir. This is the Front Desk. May I help you? 早上好，先生。这里是服务台，请问您需要服务吗？,（三）回答,1.一般性的回答 I see,
9、 sir. 我明白了，先生。 Certainly, sir. 好的，先生。,2.请对方再等一会儿,Just a moment, please. 请稍等。 Thank you for waiting. 您久等了，先生。 I am very sorry to have kept you waiting. 很抱歉让您久等了。 Could you wait a little longer, please? 请您稍候好吗？,3.要麻烦客人或是拒绝客人的要求时,拒绝客人时，不要一口回绝说“No.”，要委婉一些。 I am afraid I cant do that. 不好意思，我恐怕没办法那样做。 Exc
10、use me, sir. Please let me pass. 不好意思，先生，麻烦让我过一下。,4.道歉,如果是自己的错就说“I am sorry.”; 如果是公司的错，就说：“We are sorry.”。 I am very sorry for the delay. 很抱歉延误了时间 I am very sorry for the inconvenience. 很抱歉造成您的不便。 I would like to apologize for the mistake. 为这个错误我深致歉意。,5.客人对自己说“Thank you.”时回答,You are welcome. 不客气。 Th
11、ank you, sir. 谢谢您，先生。 Thank you very much. 非常感谢您。,6.交给客人某些东西时，可以说,Here you are. 您要的东西在这里。 Here is your room key. 这是您的房间钥匙。 Here it is. 这是您的东西。,7 当客人准备离开时，可以说：,Have a nice day. 祝您有美好的一天。 Please enjoy your stay 祝您住宿愉快。 We hope to see you again soon. 希望不久能再次见到您。 Thank you for staying with us. 谢谢光临。,8当客
12、人的英语难以理解时,面对客人的疑问，不要只是一味地傻笑，或是一直说Yes, Yes.如果听不懂事，要向客人提出疑问，或是先向对方说“Just a moment, please.”, 然后请求他人协助。 Pardon? 对不起？ Pardon me? 对不起？ I beg your pardon? 对不起请再说一遍好吗？,Could you repeat that, please? 请您重复一遍好吗？ 若是不敢肯定对方所说的部分内容时，可以将不明白的部分重复一遍，如： Excuse me, sir. Do you mean you lost your room key？ 不好意思，先生，您是说您
13、丢了房间的钥匙？,电话英语的应对,1 接电话时不可以简单地回答“Hello”,而应报上自己的公司或所属单位的名称。例如： “Hello, this is Information Desk.” 您好，这里是问询处。 “Information Desk speaking. May I help you?” 问询处，请问您要服务吗?,2.打错电话时,如果是外线打错时，可以回答： I am afraid you have the wrong number. 不好意思，您打错电话了。 This is the huaiyuan holiday Hotel, . 这里是怀源假日酒店，电话是 。,如果是找其它
14、部门时，可以回答： This is Room Reservations. You can dial 3952886 to Restaurant Reservations. 这里是客房预约处，餐厅预约请打3952886。 I am afraid this is a direct line. We can not transfer your call to the Chinese Restaurant Could you dial , please. 不好意思，这是直接电话。我们无法为您转接中式餐厅。请您改拨好吗？,3.当负责的工作人员不在时,I am afraid Mr.Lin is out a
15、t the moment. He should be back around 5 p.m. 不好意思，林先生现在外出。他应该会在下午5点左右回来。 I am afraid Mr.Hao is on another line. Could you hold the line, please? 不好意思，郝先生正在讲电话。请您在线上稍侯好吗？ Ill tell him to call you back when he returns. 他回来时，我会请他回电。 May I have your name and phone number, please? 请告诉我您的大名和电话好吗？,4.当会话结束
16、时,结束电话中的对话时，不可以简单说“bye-bye”,最好说： Thank you for calling. 感谢您的来电。 You are welcome, sir. 先生，不客气。 We look forward to hearing from you. 我们静候您的佳音。 Please contact me if you have any further questions. 如果您有任何其他问题，请和我联络。,三柜台服务,B=行李服务员（Bellman） C=服务员 (Clerk) H=客房服务员（Housekeeping） BC=领班（Bell Captain） G=客人（Gues
17、t）,To the Front Desk. 带客人到柜台,B: Good evening, Ms. Welcome to huaiyuan holiday Hotel. 小姐，晚安。欢迎光临中信酒店。 G: Thank you. 谢谢你。 B: How many pieces of luggage do you have? 请问您有多少件行李？ G: Just this three. 只有这3件。 B: Two suitcases and one bag. Is that right? 2个旅行箱和1个手提皮包，这样对吗？ G: Yes. Thats all. 对，就这些了。,B: Ill s
18、how you to the Front Desk. This way, please. Ill put your bags by the post over there. 我来带您到柜台，这边请。我先将您的行李放在柱子旁边。 G: I see, thanks. 我知道了，谢谢。 B: A bellman will show you to your room when you have finished checking-in. 当您办好住宿登记时，行李服务员会带您到房间。 G: OK. Fine. 好极了。 B: Please enjoy your stay. 祝您住宿愉快。,带领客人至客房
19、,B: Good evening, Ms. Ill show you to your room. You have two suitcases and one bag. Is that right? 小姐，晚安。我来带您到房间。您有2个旅行箱和1个手提皮包，是吗？ G: Yes, thats right. 是的。 B: Is there anything valuable or breakable in your bag？ 请问您的皮包里有贵重物品或是易碎物品吗？ G: Yes，theres a bottle of whisky. 有，里面有一瓶威士忌。 B: Could you carry
20、this bag, Ms? Im afraid the contents might break. 小姐，手提包请您自己拿着好吗？我担心皮包里的物品会破掉。,G: Sure, no problem. 好的，没问题。 B: Thank you, Ms. May I have your room key, please? 谢谢。您的房间钥匙借我用一下好吗？ G: Yes. Here you are. 好的，给你。 B: Thank you, Ms. Your room is on the 3rd Floor. Please follow me. 谢谢。您的房间在3楼，请随我来。,带领客人到达客房,
21、B: This is your room. May I put your bags here, Ms? 这就是您的房间。我把行李放在这边好吗，小姐？ G: Sure. Just put them anywhere. 好啊，放哪里都可以。 B: Is this the correct number of bags? 请问行李的件数对吗？ G: Lets see. Yes, thats all. 嗯-我看看，没错，就是这些。 B: May I hang your coat in the closet, Ms? 小姐，我把您的外套挂在衣柜里好吗？ G: Ah, yes. Please do! 哦，好
22、的，麻烦你了。,B: Shall I open the curtains for you? 需要我为您拉开窗帘吗？ G: Yes, thats a good idea. 好主意。 B: Here is your room key. Is there anything else I can do for you? 这是您的房间钥匙，请问您还有什么要我服务的吗？ G: No. Thank you. 没有了，谢谢你。 B: Please enjoy your stay. 住你住宿愉快。,婉拒小费,Its very kind of you, sir. But I am afraid we are no
23、t allowed to accept tips. 先生，谢谢您的好意，可是我们不允许收小费。 We have no tipping systems in our hotel. 我们酒店没有小费制度。,五住宿登记,C: Good morning. May I help you? 午安，请问您需要服务吗？ G: Yes, my name is James Grimble. 对，我的名字是JAMES GRIMBLE。 C: Do you have a reservation with us, sir? 先生，请问您有预约吗？ G: Yes. 有。 C: Thank you, sir. Just a
24、 moment, please. 先生，谢谢您。请您稍候。 Thank you for waiting, sir. Could you fill out the registration card, please? 先生，让您久等了，麻烦您填写住宿登记卡好吗？,Mr. Grimble. Your reservation is for a twin room for 6 nights and your bill will be paid by the Company. Could you sign at the Cashiers Counter, when you check-out, plea
25、se? Grimble. 先生，您订的是6个晚上的两张床的双人房。您的费用将由公司支付，麻烦您退房时到出纳柜台签名，好吗？,G: Fine. 好的。 C: Your room is 607 on the 6th floor. A bellman will show you to your room. Please enjoy your stay. 您的房间是6楼的607号房，行李服务员会过来带您过去，祝您住宿愉快。 G: Thanks, I will. 谢谢你。,八客房管理,H: Housekeeping. May I come in? 我是客房管理人员，请问我可以进来吗？ G: Yes, I
26、d like to have this laundry done, please. 请进，麻烦你，我这些衣物要送洗。 H: Certainly, sir. Could you fill out the laundry form, please? 好的先生，麻烦你填一下送洗单好吗？ G: Where is it? 单子在哪里？ H: Its in the drawer of the writing desk. 在写字桌的抽屉里。,G: Fine. May I use your pen? 好的，您的笔借我一下好吗？ H: Certainly, sir. Here you are. 好的，请用。 G
27、: Thanks. Oh, and I dont want these shirts starched. 谢谢。哦，这些衬衫不用上浆。 H: No starch. I understand, sir. 不用上浆，我知道了。,G: Yes, and Id like this sweater washed by hand in cold water. It might shrink otherwise. 对，还有件毛衣要用冷水手洗，要不然会缩水。 H: By hand in cold water. I understand. 要用冷水手洗，我知道了。 G: When will it be read
28、y? 什么时候可以洗好？ H: We will deliver them tomorrow night around 6 p.m. 我们会在明天晚上6点左右送过来。 G: Fine. Thanks a lot. 好，谢谢你。,衣服各部位的名称 collar 衣领 cuff 袖口 sleeve 袖子 lapel 西服或夹克的翻领 seam 接缝 hem 褶边 buttonhole 纽扣口 pocket 口袋 waistband 腰带 dart (衣服上的褶子) pleat 衣褶 gather 裙褶 turn-up （裤管底部折起来的）折边 lining 夹里,要求打扫客房时,H: Houseke
29、eping. May I come in? 我是客房人员，请问我可以进去吗？ G: Yes, what is it? 可以，有什么事吗？ H: Im sorry to disturb you, Ms, but we would like to clean the room. May we do it now? 小姐，抱歉打扰您了，我想打扫房间。请问我们可以开始吗？ G: Well, Im a bit busy at the moment. Can you come back later? 嗯，我现在很忙，你能不能晚一点再来？ H: What time would be convenient,
30、Ms? 小姐，请问什么时候方便呢？,G: Lets see. Could you come again around 5 p.m.? 这个么，你大概下午5点左右再来可以吗？ H: Im afraid no cleaning can be done between 4:30 and 6 p.m., may we come between 6 and 7:30 p.m.? 不好意思，下午4点半到7点半之间我们不进行客房清扫工作。请问下午6点到7点半之间可以吗？ G: I guess so. Ill be out then anyway. 我想是可以吧，反正那时候我不在。,客房之间的电话和外线电话,
31、O: This is the reception. May I help you? 这里是总机，能为您服务吗？ G: Yes. Id like to call my friend in his room. What should I do? 对，我想打到朋友的房间，要怎么打呢？ O: Do you know the room number, sir? 请问您知道对方的房间号码吗？ G: Yes, its 204. 204房间 O: the telephone number is 2824 电话号码是2824,G: I see, well what about outside calls? 知道
32、了，那外线电话怎么打？ O: For calls inside jiaozuo, please dial 9 first and then the number. 如果是焦作市内电话，请先拨9，然后再拨电话号码。 G: What about outside jiaozuo? Id like to call Shanghai. 那焦作市以外的电话怎么打？我想打到上海。,O: For calls outside jiaozuo, please dial 0 and then the area code and number. 外市电话请先拨9，再拨区号，最后拨电话号码。 G: Fine. Than
33、ks a lot. 好的，真是谢谢你。 O: Youre welcome, sir. 不客气。,餐饮服务,Good evening, sir. Welcome to our restaurant. 晚上好，先生。欢迎光临。 How many persons, please? 请问几位？ Where would you like to sit? 您喜欢坐哪？ Ill show you to your table. This way, please. 我领你们去你们的卓位，请这边走。 Please take a seat. 请坐。 A waiter will come to take your o
34、rder. Just a moment, please. 服务员马上就来为您点菜，请稍候。,Can I take your order, sir? 先生，您准备点菜吗？ Here you are, sir, the menu. 先生，这是菜单。 What kind of food would you like? 您喜欢什么样的食物？ These are our specialties. 这些是我们的特色菜。 The chefs specialty is - 厨师的拿手好菜是-,Im afraid we havent any trout left, Ms, but the turbot is e
35、xcellent. 小姐对不起，鳟鱼已经没有了，但我们的比目鱼是非常好的。 Excuse me, sir. Chicken cubes with chili peppers has just gone off. Would you like to try pork shreds with fresh seasoning? Its also very good. 对不起先生，辣子鸡丁刚刚卖完。您要不要试试鱼香肉丝？这菜也很不错。 Which flavor would you prefer, sweet or sour? 您喜欢哪种口味，甜的还是酸的？ How about fried crisp
36、pork? 脆皮锅酥肉怎么样,Any to follow? 接下来还要来点什么？ Would you like to order a dessert? 您要甜点吗？ Our cocktail is excellent, I can recommend it. 我们的鸡尾酒很不错，我想您推荐。 Would you mind serving now? 现在上菜好吗？ Another beer, sir? 先生，再来杯啤酒吗？,This wine goes very well with seafood. 吃海鲜喝这种酒味到很好。 Sorry to have kept you waiting, sir
37、. Your smoked crisp fish, special spicy chicken and beer. Please enjoy your lunch. 很抱歉让您久等了，这是您的烟熏酥鱼、怪味鸡和啤酒。祝您午餐愉快。 Here is your bill, sir. The total is 650 Yuan. 这是您的账单，一共650元。,寄放贵重物品程序,C: Good evening. May I help you? 晚上好，我能为您服务吗？ G: Yes. Id like to use a safety deposit box. 我想使用保险箱。 C: Certainly,
38、 sir. Could you fill out this form, please? 好的，请填写这张表格好吗？ G: Here you are. 写好了。,C: Thank you, sir. You would like to use it until May 20th. 谢谢。您预计寄放到5月20吗？ G: Yes. 是的。 C: This way, please. Your box number is 520. 请往这边走，您的保险箱号码是520号。 G: Thank you. 谢谢。,柜台出纳,C: Good morning, sir. May I help you? 早上好，先生
39、，我能为您服务吗？ G: Yes, Id like to pay my bill, please. 是的，麻烦你，我要结账。 C: Certainly, sir. May I have your room key, please? 好的先生。请给我房间钥匙好吗？ G: Sure. Here you are. 好的，在这里。 C: Just a moment, please. Ill print out your bill for you. 请稍候，我来为您结账。,Thank you for waiting, sir. Your bill totals NT5,600. 让您久等了，您的账单总计
40、是五千六百元。 G: Thats too much! Would you mind letting me have a look at it? 这么多啊，您可不可以让我看一下？ C: Not at all, sir. Here you are. 好的，请看。 G: Thanks. Well, it seems to be all right. How much is that in dollars, please? 谢谢。嗯，看起来好像没问题。请问这些换成美金是多少钱？,C: Just a moment, sir. Ill calculate that for you. It comes to
41、 241 dollars and 41 cents at todays exchange rate. 请稍候，我来为您算一下。用今天的汇率换算是美金二百四十一元四十一分。 G: I see, OK. 好的，我知道了。 C: How would you like to make the payment? 请问您想要如何付费呢？ G: In cash, please. Here you are. 付现金，给你。 C: Thank you, sir. NT6,000. 谢谢，收您6000元。,Here is your change, NT400. Could you check it, please
42、? Thank you for having chosen our hotel. I hope you enjoyed your stay. 找您400元，请您点收。谢谢您光临本酒店，希望您在这里一切愉快。 G: It was great. Thanks very much. 住这里挺不错的，谢谢。 C: Hope to see you again soon. Goodbye. 希望您再度光临，再见。,Instructions to a group of guests 对团体客人的说明事项,1) Your room keys and breakfast meal vouchers are in
43、 the envelopes on this desk. They are arranged in alphabetical order. Please take the one which bears your name. 各位的房间钥匙和早餐券就在这张桌子上面的信封里。请拿写上自己名字的信封，信封是按照字母顺序排列的。 2) Breakfast will be served from 7 a.m. tomorrow at the Coffee Shop on the First Floor. Please hand your meal voucher to the wait when yo
44、u arrive there. 明天早上请在1楼的咖啡厅用餐，用餐时间从早上7点开始。请各位到时将餐券交给服务人员。,3) The lobby is on the 2nd floor. Please press the L button in the elevator. 大厅在2楼，搭乘电梯时请按L键。 4) The door of your room locks automatically. Please make sure that you have your room key when you leave the room. You may keep your room key unti
45、l you check-out. 各位的房门会自动上锁。请各位在外出时务必携带钥匙。在退房之前，各位可以自行保管钥匙。 5) Room-to room calls may be made from your room. Please dial 6 first and then the room number. 各位房间的电话可以互相拨通，使用时请先拨6，然后再拨对方的房间号码。,6) Out side calls may be made from your room. Please dial 0 first then the number. 各位房间的电话也可以拨外线，使用时请先拨0，然后再拨
46、电话号码。 7) Please read the emergency instructions on your room door. Your nearest emergency exit is also shown. 请阅读房门上的紧急逃生说明。上面也标示了离您最近的紧急逃生出口。 8) Please pay any incidental charges at the Front Cashiers Desk when you check-out. You may hand in your room key ay that time. 请各位退房时到出纳柜台自付杂费，同时请交还房间钥匙。,9)
47、 We will deliver your baggage to your room soon. Please place your bags in front of your room by 7:30 a.m. tomorrow morning. The bellman will collect them. 我们很快就会将各位的行李送到房间里去。请各位在明天早上7点30分，将行李放在房间门口。行李服务员会去取件。 10) Your departure time is at 9 a.m. Please be here by 8:50 a.m. at the latest. 各位出发的时间是明天早上9点钟，请大家最晚8点50分之前来这里集合。,经常不断地学习,你就什么都知道。你知道得越多,你就越有力量Study Constantly, And You Will Know Everything. The More You Know, The More Powerful You Will Be,写在最后,Thank You在别人的演说中思考，在自己的故事里成长Thinking In Other PeopleS Speeches，Growing Up In Your Own Story讲师：XXXXXX XX年XX月XX日,
