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1、2023/2/20,1,酒店英语培训,2023/2/20,2,Introduce,This is.。“这是”是在介绍人们相互认识时通常用的句型。作自我介绍时，常说：May I introduce myself?Im.介绍时应遵循的礼节是：和客人初次风面，问候可说：How do you do?对从前来过的宾客，要说：How are you today/this morgning?,2023/2/20,3,Module 1 Basic Guest Contact I单元1 基本交际技能IM1T1-Greetings-Reading A greeting is how you say“hello”.
2、Greetings are very important.You should always greet a guest as they enter the hotel.Your greeting shows the guest that you see them,that you care about them and that you are available if the guest needs any help.When you greet a guest you should be very polite and energetic.A polite and energetic g
3、reeting will give the guest a good impression about the hotel.问候就是你如何去说“你好”。问候是非常重要的。当客人进入酒店时你应该问候他们。你的问候表明你看到了他们，重视他们并且会在他们有任何需要的时候提供帮助。问候客人时，应该很有礼貌，态度热情。一个礼貌而热情的问候会使客人对酒店留下一个好印象。,2023/2/20,4,M1T1-Greetings-Key Words,问候greeting早上好Good Morning下午好Good Afternoon晚上好Good Evening欢迎光临Welcome to希望hope,喜欢en
4、joy住店愉快pleasant stay开心good time登记入住check in出示show接待台/前台Reception Counter/Front Desk,2023/2/20,5,Good.,morning,sir/madam（中午12：00前用）afternoon,Mr._（下午5点前用）evening,Mrs._（下午5点后用）morning,Miss _afternoon,Ms._,早上好,先生/夫人。下午好，先生。晚上好，女士。早上好,小姐。下午好，女士。,2023/2/20,6,Welcome to.How may I help you?,Your Hotel Nameo
5、ur hotelBeijingour restaurantthe health club/the sports center,欢迎光临 酒店,我能帮助您吗？欢迎光临我们酒店,我能帮助您吗？欢迎光临北京,我能帮助您吗？欢迎光临我们餐厅,我能帮助您吗？欢迎光临健身俱乐部/运动中心,我能帮助您吗？,2023/2/20,7,M1T1-Greetings-Substitutions,2023/2/20,8,称呼,（1）对个人的称呼，如果不知道对方的姓，可以用下列称呼：sir,madam,miss.madam 既可以用于已婚妇女，亦可用于未婚子子。（2）当有数位女宾时应称呼ladies,不可称madams
6、;当有数位男宾时应称呼gentlemen,不可称sirs.(3)对青年人的称呼：young man(年轻人）young gentleman(年轻先生）young lady(年轻女士）（4）对于了解姓氏的客人应称呼其姓氏。Mr先生，用在男子之姓（或姓名）之前，Mrs夫人，太太，用在已婚女子之姓（或姓名）之前；Miss小姐，用在未婚女子之姓（或姓名）之前，Ms女士，冠于不明婚姻善的女子之姓（或姓名）之前。Mr,Miss,Ms均不能用在名字（first name)之前,2023/2/20,9,1、先将男子介绍给女子2、同性别时，先将年龄较轻的介绍给年龄较大的，将一般的人介绍给重要的人3、先将未婚女子
7、介绍给已婚女子4、先将儿童介绍给成年人5、先将已方人员介绍给客方人员,2023/2/20,10,M1T2-Farewell,2023/2/20,11,M1T3-Thanks,When a person does something for someone or is given something the correct response is always“thank you”.In hotels,it is important to thank the guest for staying at your hotel.You should always say“thank you”when
8、a guest helps you or does something nice for you.For example,a guest might inform you about something that needs fixing in the hotel.Usually after someone says“thank you”the other person will reply by saying“you are welcome”.Saying“you are welcome”is a polite way of showing the person that you accep
9、t their appreciation.一个人为他人做了某事，或者获得他人帮助的时候，正确的回应往往是“谢谢”。在酒店里，感谢客人入住酒店非常重要。当客人帮助你或者对你有善意的举动时，你必须说“谢谢您”。例如，客人可能会告诉你酒店有东西需要维修。通常当一个人说“谢谢”后，对方应该以“不客气”作答。说“不客气”是一种表示你接受对方感谢之意的礼貌方式。,2023/2/20,12,M1T3-Thanks-Key Words,谢谢thank you理解understanding宝贵建议valuable advice告诉我们telling us感激appreciate支持support,满意我们的服务
10、happy with our service协助assist欢迎welcome没问题No problem不客气dont mention it小事一桩It is the least I can do,2023/2/20,13,M1T3-Thanks-SubstitutionsThank you very much/so much for.,staying with usyour understandingyour nice wordsyour valuable advice/commentsYour information,非常感谢您的入住。非常感谢您的理解。非常感谢您的称赞。非常感谢您的宝贵建
11、议。非常感谢您提供的信息。,2023/2/20,14,It is nice.,seeing you againserving youhaving you backhearing thatreceiving your call,很高兴再次见到您。很高兴能为您提供服务。很高兴您再次光临。很高兴听您这么说。很高兴接到您的电话。,2023/2/20,15,I/We really appreciate.,your assistanceyour commentsyour support,Siryour kindness,Missall you have done,我/我们非常感谢您的帮助。我/我们非常感谢
12、您的意见。我/我们非常感谢您的帮助，先生。我/我们非常感谢您的好意，小姐。,2023/2/20,16,I am glad.,to hear that you have had a good timeyou like it,Missyou enjoyed your stay herethat youre happy with our serviceto assist you,Miss,我很高兴听到您过得愉快。我很高兴您喜欢它，小姐。我很高兴您入住愉快。我很高兴您对我们的服务感到满意。我很高兴帮助您，小姐。,2023/2/20,17,You are.,welcome welcome.It is m
13、y pleasurewelcome.It is not a problemwelcome.Please dont mention it,不客气。不客气，我很乐意。不客气，不成问题。不客气，不值一提。不客气，小事一桩。,2023/2/20,18,M1T3-Thanks-Dialogue,The guest is leaving the hotel.Hotel staff:Hello Mrs.Smith.I understand you are returning home.Thank you for staying with us.Guest:Thank you.I have had a ple
14、asant trip.Hotel staff:I am glad to hear that you have had a good time.We look forward to seeing you again.,客人要离店了。酒店员工：您好，史密斯太太。我知道您要回家了。感谢您入住我们的酒店。客人：谢谢。我的旅途很愉快。酒店员工：很高兴您过得愉快。我们期待再次见到您。,2023/2/20,19,Role Playing Exercise 1,A guest is leaving the hotel and the hotel employee needs to make sure that
15、 the guest is satisfied with their stay by asking,“Did you enjoy your stay with us?”The guest could reply by complimenting the hotel.For example,the guest could say,“The hotel service has been very good.”How should the hotel employee respond?Act out your own dialogue and practice.,一位客人要离店了，酒店员工需确认该客
16、人满意其入住，问道：“您在我们酒店过得愉快吗？”客人也许会表扬酒店。例如，客人可以说：“酒店的服务非常好。”酒店员工该如何回答？将对话表演出来并练习。,2023/2/20,20,M1T3-Thanks Dialogue,Guest:I wanted to let you know that there is some water on the floor over there.Hotel staff:Thank you for bringing this to my attention.I will take care of it right away.We really appreciate
17、 your assistance.Guest:You are welcome.,客人：我想告诉你那边的地板上有水。酒店员工：谢谢您告诉我们此事。我会马上解决。非常感谢您的帮助。客人：不用谢。,2023/2/20,21,Role Playing Exercise 2,A guest wants to inform a hotel employee that the bathroom toilet is broken.How should the hotel employee respond?Remember,the hotel employee is very happy that the gu
18、est has informed him or her about the problem.Act out the exercise together.,一位客人想通知酒店员工，浴室的坐便器坏了。酒店员工该如何回答？记住，酒店员工对客人向其告知问题这一做法非常高兴。一同表演该练习。,2023/2/20,22,M1T4-Apology-Reading,When people make mistakes they need to apologize.An apology is a polite way of saying that you are sorry for making a mistak
19、e.The most commonly used apology is“Im sorry”.When you say“Im sorry”,the guest will know that you care about the situation.For example,if you spill water on a guest the first thing you should do is apologize for the clumsy mistake.Saying“Im sorry”may not fix the mistake but it will show the guest th
20、at you care.当人们犯错误后需要道歉。道歉是表明你为自己所犯的错误而感到抱歉的一种礼貌方式。最常用的道歉语是“对不起”。当你说“对不起”时，客人会知道你关心当时的情况。举例来说，如果你将水洒到了客人身上，你该做的第一件事就是为这个笨拙的错误而道歉。说“对不起”虽不能挽回错误，但会让客人感受到你的诚意。,2023/2/20,23,M1T4-Apologies-Key Words,对不起I am sorry耽搁delay误会misunderstanding道歉apologize 粗心的careless事故accident,带来的麻烦trouble it has caused不便incon
21、venience遗憾regret不适discomfort令人不快的unpleasant关心take care of,2023/2/20,24,Im sorry,to hear thatfor the delayfor this misunderstandingto keep you waitingto disturb you,我很遗憾听您这么说。我为延误感到抱歉。我为这个误会感到抱歉。我很抱歉让您久等了。我很抱歉打扰您。,2023/2/20,25,I do apologize,for the mistakefor this errorfor this accidentfor the troub
22、le this has caused youfor any inconvenience this has caused,我为这个错误道歉。我为这个错误道歉。我为这个事故表示道歉。我为由此给您造成的麻烦而道歉。我为由此给您造成的不便而道歉。,2023/2/20,26,I/We regret _.,your discomfort Sir/Missthis mistakeyour unpleasant experience Sir/Missthat you did not like that dishthat you did not enjoy your meal here,我/我们为您的不适感到遗
23、憾，先生/小姐。我/我们为这个错误感到。我/我们对您不愉快的经历感到遗憾。我/我们很遗憾您不喜欢这道菜。很遗憾您不喜欢这里的饭菜。,2023/2/20,27,I/We feel _ sorry about this._,very,Ill take care of it right way terribly,Well look into the matterreally,Please give me a minuteawfully,Ill get it for you right awayextremely,Ill get someone to take care of this right a
24、way,我/我们很抱歉。我会马上处理。我/我们很抱歉。我们马上调查此事。我/我们很抱歉。请给我一分钟。我/我们很抱歉。我马上给您拿来。我/我们很抱歉。我马上找人来处理。,2023/2/20,28,Please.,tell me what you will do about itfix the problem nowsee to it that it never happens againcall the manager for metake care of this right away,请告诉我你打算怎么处理。请马上解决这个问题！请千万不要让这个问题再次发生！请帮我把经理叫来。请马上处理此事
25、！,2023/2/20,29,M1T4-Apologies-Dialogue,Guest:I have been waiting for someone to help me for a long time.I am very tired and this is bad service!Hotel staff:I am sorry to have kept you waiting.Please accept my apology for the trouble this has caused you.Guest:You should make sure that your staff is t
26、rained properly.Hotel staff:I understand.This will not happen again.,客人：我已经等了很久了。我很累，服务太差了！酒店员工：很抱歉，让您久等了。为由此给您带来的麻烦，请接受我的道歉。客人：你们应该确保员工都接受正规的培训。酒店员工：我明白。这种事以后不会再发生了。,2023/2/20,30,Role Playing Exercise 1,Partner with a friend.One person will be the hotel employee while the other person will be the g
27、uest.The guest is very angry because they do not like their food.How should the hotel employee respond?Act out the situation.,与一位朋友搭档。一个人扮演酒店员工，另一个人扮演客人。客人不喜欢他们的食物，因而非常生气。酒店员工该如何回答？把这个场景表演出来。,2023/2/20,31,M1T4-Apologies Dialogue,Guest:I am very sorry but I have spilled my glass of water on the floor
28、.Can you send someone over to clean it up.Hotel staff:No problem.Thank you for letting us know about this.Ill send someone to clean it up right away.,客人：非常抱歉，我把杯子里的水洒在地板上了。你可以派人过去收拾一下吗？酒店员工：没问题。感谢您通知我们。我马上派人过去收拾干净。,2023/2/20,32,Role Playing Exercise 2,One person will be the hotel employee while the
29、other person will be the guest.The guest has broken a bottle of red wine in their hotel room.How should the hotel staff respond?Act out the dialogue.,一个人扮演酒店员工，另一个人扮演客人。客人在自己的客房内打碎了一瓶红酒。酒店员工该如何应对？把对话表演出来。,2023/2/20,33,有趣的俚语,the apple of ones eye掌上明珠例：May is the apple of her fathers eye.梅是她父亲的掌上明珠。th
30、e Big Apple纽约城例：The little girl is from the Big Apple.这个女孩来自于纽约城。top banana大老板例：Whos your top banana?谁是你们的老板？a lemon没有价值的商品例：That car is a lemon.那辆小汽车不值钱。,2023/2/20,34,Module2 Basic Guest Contact II,When a guest arrives at the hotel,and after the guest has been greeted,you should offer to help the g
31、uest.A lot of guests that stay in your hotel are often staying at your hotel for the first time.These guests may not be familiar with your hotel and it is up to you to help them.Good hotel employees should treat all guests kindly and should offer their services to help them check in or find their wa
32、y around the hotel.Offering your services is a very polite way to make the guest feel welcome.,2023/2/20,35,Key Words,Please 请Help 帮助Can 能Do 做Know 知道Anything 任何事物,Enjoyable令人愉快的Another 另一个Looking for寻找Bottle of water一瓶水Internet connection互联网连接At the moment 此刻,2023/2/20,36,substitutions,May I/Can I _
33、?help you assist you with your luggageSee your passportHave your credit cardHelp you to your room,我能吗？我能帮助您吗？我能帮您将行李送到您的房间吗？我能看一下您的护照吗？你能把信用卡给我吗？我能帮您去往您的房间吗？,2023/2/20,37,Is there anything I can_?,do for you help you withAssist you withDo to make your stay more comfortableDo to make your visit more
34、enjoyable,我有什么能为您效劳的吗？有什么我能帮助您的吗？有什么我能帮助您的吗？我能做些什么让您的入住更加舒适吗？我能做些什么使您的施行更加愉快吗？,2023/2/20,38,Please let me know_.,if there is anything I can do for you if I can help you if I can send this up to your room if you need any help if you need help with your internet connection,如果有什么我能为您效劳的请告诉我。如果有什么我能帮助您的
35、请告诉我如需我将这个送至您房间请告诉我如果您需要什么帮助请告诉我如果您需要互联网连结方面的帮助请告诉我,2023/2/20,39,I would be happy to _.,assist you.help you with this get this for you bring you another bottle of water,我会很乐意帮助您。我会很乐意帮助您。我会很乐意给您这个。我会很乐意再给您拿一瓶水来。,2023/2/20,40,Thanks,but I am_.,fine OK alright ok for now fine at the moment,我很好，谢谢。我很好，
36、谢谢。我很好，谢谢。我很好，谢谢。我很好，谢谢。,2023/2/20,41,Dialogue1,Hotel staff:Good afternoon Sir.May I help you?Guest:Yes,I am looking for my friend Mr.Stevens.Has he checked in yet?Hotel staff:I am not sure but the front desk will be able to assist you.Guest:Thanks.Hotel staff:Youre welcome!,酒店员工：早上好，先生！我能为您提供什么帮助吗？
37、客人：是的，我正在找我的朋友史蒂文先生。他办理入住手续了吗/酒店员工：我不太确定，但是前台会协助您。客人：谢谢。酒店员工：不客气！,2023/2/20,42,Dialogue2,Hotel staff:Good afternoon madam,can I please show you to the conference room now?Guest:Yes please.I do not know where it is.Hotel staff:It is on the#floor.Please follow me.(once they have reached the conference
38、 room)Hotel staff:Here you are madam.Is there anything else I can assist you with?Guest:Can I please have a bottle of water?Hotel staff:Certainly.I will bring one to you.,酒店员工：下午好，夫人！我现在能带您去会议室吗？客人：好的。我不知道经在哪里。酒店员工：它位于层，请跟我来。（他们来到会议室后）酒店员工：这里就是了，夫人。还有其他什么事情我能帮助您的吗？客人：我能要一瓶水吗？酒店员工：当然，我马上拿来给您。,2023/2/
39、20,43,Exercise,1、与一位朋友搭挡。一个人扮演酒店员工，另一个人扮演客人。客人刚走进酒店。问候客人并为其提供服务。客人不需要你的帮助。你们两个会说些什么。,2、一个学员扮演客人，另一人学员扮演酒店员工。客人正在地上寻找什么，酒店员工要为他/她提供帮助。客人正在寻找一只丢失的耳环（earring)。你们会说什么呢？,2023/2/20,44,M2T2-Offering Services 2,Besides asking the guest if there is anything you can do for them,there are often situations that
40、 require you to distrub the guest in order to help them.For example,a guest might be having conversation with someone but has just received an urgent phone call.You need to interrupt the guest in a very polite way so that he or she can receive the call.If you do not interrupt the guest and he or she
41、 missed the phone call then the guest would be very upset.Disturbing a guest is never wrong if there is a good reason for it.,2023/2/20,45,M2T2-Offering Services2-Key Words,assistance 帮助 specials 特色菜 give 给 repeat 重复 signature 签名 coat 外套,lobby 大堂 conference room会议室 important 重要的 bed 床 allow 允许 make
42、做,2023/2/20,46,Excuse me,_,Can I show you to your room now?Would you like some water?Do you need some assistance?Would you like to look at our specials?Can I help you with that?,现在我能带您去您的房间吗？您要喝点儿水吗？您需要什么帮助吗？您要看一下我们的特色菜吗？我能帮您吗？,2023/2/20,47,Pardon me_,Ms./Mr,could you please repeat what you said?Cou
43、ld I ask you to repeat that?I need to get through.I found your coat in the lobby.Sir,but there seems to be a problem.,抱歉女士/先生。请您重复一遍好吗？抱歉，能请您重复一遍吗？抱歉，借过一下。打扰了，我在大堂里发现了您的外套。,2023/2/20,48,I am very sorry to disturb you but_,I need your signatureI was asked to give you thisYou have a phone callHere is
44、your order/foodYou have a visitor,打扰了，我需要您的签名。打扰了，有人让我把这个交给您。打扰了，有您一个电话。打扰了，这是您的客房送餐服务。打扰了，有人找您。,2023/2/20,49,Would you please_?,follow me wait one moment sit here while I call a taxi for youSign hereTake a seat.,请您跟我来。请您稍候。请在这里坐，我去为您叫出租车请您在这里签字。请您在这里就座。,2023/2/20,50,Let me_,Help you with your lugga
45、geTake you to your roomMake a reservation for youHelp you with thatFind out for you,我帮您拿行李吧我带您去房间吧我帮您做预订吧我来帮您吧我帮您查一下吧,2023/2/20,51,M2T2-Offering Services2-Dialogue,The final guest has arrived to meet his group in the lobby.The hotel employee approaches the guests.Hotel Staff:Pardon me,may I show you
46、 to your room now?Guests:Sure,that would be fine.Hotel Staff:We have already sent your luggage up to your rooms.Guests:Thank you.Hotel Staff:Please follow me to the elevators.I will show you the way now.,最后一个客人到达大堂与他的团队会合，酒店员工走近这些客人。酒店员工：打扰了，我现在能带你们去房间吗？客人们：当然，好啊。酒店员工：我们已经将你们的行李送去房间了。客人们：谢谢。酒店员工：请跟我
47、去电梯，我来为你们指路。,2023/2/20,52,Dialogue 2,Two guests are talking but the hotel employee needs to tet the guests signature for the bill before he leaves.Hotel staff:Excuse me sir.I am sorry to disturb you but I need your signature on this bill.Guest:Sure,wher do I sign?Hotel staff:Right here,Sir.Here is a
48、 pen.Guest:There you are.Hotel staff:Thank you.Have a pleasant trip and please stay with us again soon.,两个客人正在交谈，但是酒店员工需要在客人离开前让他在帐单上签名。酒店员工：抱歉打扰您，先生！我需要您在帐单上签字。客人：好。我在哪儿签字？酒店员工：就在这儿，先生。给您笔。客人：签好了。酒店员工：谢谢您，先生！祝您旅途愉快，并希望您很快再次光临我们酒店。,2023/2/20,53,Exercise,一个学员扮演客人，另一个学员扮演酒店员工。酒店员工需要为客人提供帮助。这个客人看起来像是在找
49、会议室时迷路了。酒店员工要帮助客人到达会议室。,一个学员扮演客人，另一个学员扮演酒店员工。酒店员工必须打断客人，告诉她前台有她一个重要的电话。,2023/2/20,54,谚语,谚语It is easier to go up the hill than to run down.上山容易，下山难。谚语Never offer to teach fish to swim.不要班门弄斧.,2023/2/20,55,M2T3-Handing Requests Reading,Requests are questions asking for(提出要求）some action or service from
50、 you.Usually guests will need help with something or will need you to give them something.As（作为）a hotel employee,you are responsible for(职责）helping the guest.Helping a guest with their request means（意味着）that you are responding to(对作出回应）their needs.Hotel employees should try to meet every guests need
