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1、酒店管理,Hospitality Management,概述,InformalWhats your name?Do you want some tea?Over here,please.,FormalMay I have your name?Would you like some tea?Could you come this way，please?,OK,Sure,YeahHey,uh-huh,Hang onI dont know.Just a moment,please.Ill check that for you.,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.Co
2、uld you?3.Would you?4.Shall I?,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 yo
3、u write that down,please?请您写下来好吗？Could you draft the fax,please?请您写下传真的草稿好吗？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。,4
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？,酒店根据功能划分,Commercial HotelMotelResidential HotelAirport HotelResort HotelConference CenterSuite HotelEconomy Hotel/Budget Hote
5、l,酒店根据星级划分,Guess the meaning of the expressions,单人间大床间双人间普通套房高级套房立体套房（复式）豪华套房总统套房,家庭套房商务套房公寓客房连通房湖景房山景房大号双人床特大号双人床,Service procedure,Greetings.Reservation request:room type and number of people,arrival date and departure date.Check the room availability.Get the information from the guest:name,teleph
6、one number.Confirm the reservation.Express your wishes.Form the reservation record and hand over to reception.,Greetings,Good morning/afternoon/evening,sir/madamMay I help you?Can I help you?What can I do for you?Is there anything I can do for you?,Finding out what the client wants?,What kind of roo
7、m would you like?How long will you be staying?For how long?For which date?,Giving information,Im afraid we wont be able to guarantee you a roomThe price for a single room isThere will be a percent discount for group reservations.Im sorry,we are fully booked for these days.Would you like us to send you a brochure?,Getting details of the client,May I know your name?Whats your name/address/telephone number/flight number,please?What time will you be arriving?When is your arrival time,please?,
