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1、,The Hotel English,酒店基础英语培训,酒店礼仪,关于礼仪What is etiquette?礼貌言行举止仪表穿着打扮专业专业的服务得体不冷漠、不过分、不做作周全服务到位、照顾周全Tips 小贴士: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。用短句，简化自己的英语表达从而避免错误。,Items 内容,Greeting 问候与欢迎 Direction 指路与带领 Thanks 感谢与回答 Apologies 致歉与答复 Check in 入住 Check out 退房 Farewell 道别,Part one 问候与欢迎,Good morning. (用于中午以前)
2、 Good afternoon. (用于中午至下午六点以前) Good evening. (用于下午六点过后) Hello/Hi! 您好！ How are you? 您好吗？ Glad/nice to meet you. 见到您很高兴。 Welcome to our hotel. 欢迎到我们的酒店来！ Nice to meet you again.很高兴再次见到您。 Have a good rest. 祝您休息好！,Part one 问候与欢迎,情景1：当国外客人来到大门前/前台时1. Hello, sir! Welcome! 先生您好，欢迎！2. Good afternoon, sir! W
3、elcome to Ibis Hotel/our hotel! 下午好先生，欢迎光临宜必思酒店！3. Good evening, Ms. Nice to meet you in our hotel. May I help you? 晚上好小姐，欢迎光临，请问我能为您服务吗？,Part two 指路与带领,Follow me, please. 请跟随我来。 This way, please. 这边请。 Its over there. 在那边。（用手指明方向） Walk straight ahead. 一直往前走。 Turn left/right. 往左/右转。 Go upstairs/downs
4、tairs. 上/下楼。 Please go to the 2nd floor. 请到2楼。,Part TWO 指路与带领,情景2：当国外客人需要前台带领或指明到某处时客人：Excuse me, wheres the toilet/restroom please? 请问洗手间在哪儿？回答：Its over there. Turn right at the corner, please. 在那边，前面角落处右转。或：Please go to the 2nd floor. Youll see it after you get off the elevator. 请您上2楼，出电梯就可以看到。 客人
5、：Thank you. 谢谢！回答：My pleasure./You are welcome. 不客气,Useful Words 常用词回顾,1. 在哪里？Where is/Wheres?2. 卫生间/洗手间toilet/restroom/washroom/water closet 3. 角落Corner4. 左/右转Turn left/right,5. 楼层地面Floor一二三楼First/second/third floor1st/2nd/3rd/4th6. （从）下来Get off7. 电梯Elevator/lift,Part three 感谢与回答（一）,如何表达感谢？ Thank y
6、ou (so/very much). 谢谢您（非常感谢）。 Thanks a lot.多谢。 Thank you for coming. 谢谢您的光临。 Thank you for staying in our hotel. 感谢您在我们饭店下榻。 Thanks for your help. 谢谢你的帮助。 Im very grateful to you. 非常感谢您。,Part three 感谢与回答（二）,感谢的应答： You are welcome./Welcome! 不用谢。 My pleasure./With pleasure. 乐意效劳。 Dont mention it. 何足挂齿
7、。 Its very kind of you./You are so kind.您真客气。,Part three 感谢与回答（三）,情景3：当国外客人向你表示感谢，要懂得接受他的谢意客人：Thank you! (Thanks a lot!)回答：My pleasure! 我的荣幸或 : Youre welcome! 不客气,Part four 致歉与答复（一）,真诚及时的道歉有时会很好的缓和尴尬气氛 Excuse me. 请原谅/打扰一下 Im sorry./Sorry. 对不起 Im awfully/really sorry. 我真的很抱歉。 Its my fault. 这是我的错。 I a
8、pologize./I apologize for you/it/this. 我抱歉。我向你道歉。,Part four 致歉与答复（二）,道歉的答复： Thats all right. 这没什么。 Thats/Its OK. 没事。 It doesnt matter. 没关系。 Never mind. 不要紧，没关系。 Lets forget it./Forget about it./Forget it. 算了吧！,Part five 入住（一）,情景4: 询问是否有预订问：Did you have a reservation with us? /Did you make a reservat
9、ion, please? 您有预订吗？ 客人： No, I just arrived in this place.没有，我刚到这里。回答：We have single rooms, double rooms, suites and luxury suites in our hotel. 我们有单间、双人间、套间和豪华套间。 What kind of room would you like/prefer? A single room or a double room? 您需要哪种房间？单人房还是双人房？ 客人： I want a single room with window. 单人间，有窗户回
10、答：Im sorry, we dont have any single rooms left/all single rooms have been booked, would you like a double room? 对不起，我们没有单间了，双人间可以吗？客人：Yes, please. 可以。,Part five 入住（二）,情景5: 询问入住天数、人数 问：How long do you plan/expect to stay?/How many days will you stay? 请问需要住几天？ 客人：Two days, please.住两天。回答：OK. How many p
11、eople are there, please? 您一起有几个人？客人：Only myself. 只有我一个人。回答： OK, sir. Please wait a moment/second.好的，请稍等。,Part five 入住（三）,情景6: 询问房价客人：Whats the room rate today? 今天房价多少？回答：The price of a single room is 170 RMB per day./The single room rate is 170RMB per day.单间的房费是每天170元。客人：OK, Ill take it for two nigh
12、ts. 一个单人间，住两晚。回答：Sure, no problem. Thank you very much, sir. 没问题，先生。非常感谢。,Part five 入住（四）,Could you give me your passport?/May I have your passport, please? 麻烦出示一下您的护照。 Your room number is 246 on the second floor. 您的房号是二楼的246室。 Heres your key card/room card. 这是您的房卡。 You may keep the room till 2PM./Y
13、oull have to leave/vacate your room by 2PM. 您可以将房间保留到下午2点。Do you need a morning/wake-up call, please? 需要叫早服务吗？We have breakfast for free on 2nd floor each morning from 7:30-9:30. 早餐免费，每天上午7:30到9:30在2楼。,Western Restaurant,中餐厅,Chinese Restaurant,西餐厅,Coffee Shop,咖啡厅,Bar酒吧,Parking停车场,P,Business Center,V
14、ISA,Credit Card信用卡,Conference Room,会议室,商务中心,Luggage Service,行李服务,safe deposit box/safety box,保险箱,morning/wake up call,叫醒服务,Night Club夜 总 会,Tennis courts,Swimming Pool,Sauna,桑拿浴,洗衣服务,Laundry Service,Part six 道别,情景7：客人退房后说再见：1. See you, sir!/Hope to see you next time! 期待下次光临！2. Goodbye!/Bye for now! 再见！3. Have a nice afternoon/evening/day! 祝您下午晚上一天愉快！4. We wish you a pleasant journey. 祝您旅途愉快！,THANK YOU,感谢聆听，批评指导,
