酒店禮儀英語培訓(xùn)專業(yè)版

1、英語培訓(xùn),專業(yè)級,一．概述,在酒店里所使用的英語會話，基本上是屬于商業(yè)英語，與日常生活會話中所使用的英語略有不同，較注重禮節(jié)。正式英語通常會讓人誤解為極艱深的英語，其實，只要套用一定格式的句子和單詞，就可以了。,例如,非正式英語 正式英語 What’s your name? May I have your name? 您貴姓？ 請問您貴姓大名？ Do you want some t

2、ea? Could you like some tea? 您要喝茶嗎？ 請問您想喝茶嗎？ Over here, please. Could you come this way please? 這邊請。 請您往這邊走好嗎？,,不要說OK, Sure, Yeah等等，而要說Certainly, Sir. Hey, uh-huh, Hang on 等等，也不適合在酒店中使用。 別說“I don’t

3、know.”回答“不知道”是非常不禮貌的說法。 可以說“just a moment, please. I’ll check that for you.” （請稍候，我來幫您確認），然后請有能力處理的人前來協(xié)助。 * 對男性客人，尊稱為Sir; 面對女性客人時尊稱為Ms. 在招呼客人時，最好說“Excuse me, Sir(Ms)”, 不要直接稱呼Mr.或Ms. 至于稱呼小孩，可以直接使用Excuse me，但是不可以直接稱呼boy或

4、girl.,,* 正視對方的眼睛，以顯示出你的信心和誠意。但必須注意，注視對方的眼睛，并不是無理地盯著對方看。 * 在面對語言不通的外籍人士時，一定要多加利用手勢和肢體語言。但是使用手勢時要特別小心，因為對于不同國家、民族而言，手勢的意義也大不相同。,二.基本待客英語,（一）在正式的英語表現(xiàn)里，疑問基本句型可分為下列四種： 1. May I ~ 2. Could you ~ 3. Would you ~ 4. Shall I

5、 ~? 只要理解這四種基本的句型，就可以處理大部分業(yè)務(wù)上的狀況。,1.自己要做什么事時，就使用May I ~,May I have your name, please? 請問尊姓大名 May I have your check-out time, please? 請問您什么時候結(jié)帳離開？ May I see your passport, please? 請讓我看一下您的護照好嗎？ May I know your natio

6、nality, please? 請問您的國籍是什么？,2． 麻煩客人時，可使用Could you ~,Could you fill out the form, please? 請您填寫這張表格好嗎？ Could you write that down, please? 請您寫下來好嗎？ Could you draft the fax, please? 請您寫下傳真的草稿好嗎？ Could you hold the line

7、, please? 請不要掛電話好嗎？,3． 詢問客人的喜好或是做什么時，可使用Would you ~,Would you like tea or coffee? 請問您要喝茶還是咖啡？ Would you like to take a taxi? 請問您要搭計程車嗎？ Would you mind sitting here? 請問您介意坐在這里嗎？,** 只要在疑問詞后加“Would you ~”，就可以提出大部分的詢問。

8、,When would you like to visit Kunshan? 請問您想要何時參觀昆山？ When would you like to have lunch? 請問您想在哪里用餐？ What time would you like to eat? 請問您想何時用餐？ Who would you like to contact? 請問您想和誰聯(lián)絡(luò)？,,Which kind of room would you p

9、refer? 請問您喜歡哪一種房間？ How would you like to settle your bill? 請問您的賬單如何處理？ How long would you like to stay? 請問您要逗留多久？ How many tickets would you like to buy? 請問您要買幾張票？,4． 在提供建議協(xié)助、征求意見時，可使用Shall I ~ 或Would you like me

10、to do ~?,Shall I draw the curtains? 請問需要我把窗簾拉上嗎？ Shall I draw you a map? 請問要我為您畫一張地圖嗎？ Shall I make the reservation for you? 請問要我為您安排預(yù)約嗎？,（二）招呼語,Good morning. (用于中午以前) Good afternoon. (用于中午至下午六點以前) Good evening.

11、 (用于下午六點過后),在這些招呼語的后面接句子，例如：,Good morning, sir. Are you checking-out? 早上好，先生，請問您要退房嗎？ Good afternoon, sir. Welcome to LI JIA Hotel. 中午好，先生，歡迎光臨麗嘉酒店 Good evening, Ms. May I help you? 晚上好，小姐，請問我能為您服務(wù)嗎？,后面也可以接上自己酒店名稱、部

12、門名稱，如：,Good morning, sir. This is the Front Desk. May I help you? 早上好，先生。這里是服務(wù)臺，請問您需要服務(wù)嗎？,（三）回答,1.一般性的回答 I see, sir. 我明白了，先生。 Certainly, sir. 好的，先生。,2.請對方再等一會兒,Just a moment, please. 請稍等。 Thank you for waiting.

13、您久等了，先生。 I am very sorry to have kept you waiting. 很抱歉讓您久等了。 Could you wait a little longer, please? 請您稍候好嗎？,3.要麻煩客人或是拒絕客人的要求時,拒絕客人時，不要一口回絕說“No.”，要委婉一些。 I am afraid I can’t do that. 不好意思，我恐怕沒辦法那樣做。 Excuse me, sir.

14、 Please let me pass. 不好意思，先生，麻煩讓我過一下。,4.道歉,如果是自己的錯就說“I am sorry.”; 如果是公司的錯，就說：“We are sorry.”。 I am very sorry for the delay. 很抱歉延誤了時間 I am very sorry for the inconvenience. 很抱歉造成您的不便。 I would like to apologize for

15、 the mistake. 為這個錯誤我深致歉意。,5.客人對自己說“Thank you.”時回答,You are welcome. 不客氣。 Thank you, sir. 謝謝您，先生。 Thank you very much. 非常感謝您。,6.交給客人某些東西時，可以說,Here you are. 您要的東西在這里。 Here is your room key. 這是您的房間鑰匙。 Here it is.

16、這是您的東西。,7． 當(dāng)客人準(zhǔn)備離開時，可以說：,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. 希望不久能再次見到您。 Thank you for staying with us. 謝謝光臨。,8．當(dāng)客人的英語難以理解時,面對客人的疑問，不要只是一味地傻笑，或是一直說Yes, Yes.如果聽不

17、懂事，要向客人提出疑問，或是先向?qū)Ψ秸f“Just a moment, please.”, 然后請求他人協(xié)助。 Pardon? 對不起？ Pardon me? 對不起？ I beg your pardon? 對不起請再說一遍好嗎？,,Could you repeat that, please? 請您重復(fù)一遍好嗎？ 若是不敢肯定對方所說的部分內(nèi)容時，可以將不明白的部分重復(fù)一遍，如： Excuse me, sir. Do y

18、ou mean you lost your room key？ 不好意思，先生，您是說您丟了房間的鑰匙？,電話英語的應(yīng)對,1． 接電話時不可以簡單地回答“Hello”,而應(yīng)報上自己的公司或所屬單位的名稱。例如： “Hello, this is Information Desk.” 您好，這里是問詢處。 “Information Desk speaking. May I help you?” 問詢處，請問您要服務(wù)嗎?,2.打錯電

19、話時,如果是外線打錯時，可以回答： I am afraid you have the wrong number. 不好意思，您打錯電話了。 This is the huaiyuan holiday Hotel, 0391-3952882. 這里是懷源假日酒店，電話是0391-3952882 。,,如果是找其它部門時，可以回答： This is Room Reservations. You can dial 3952886 to

20、 Restaurant Reservations. 這里是客房預(yù)約處，餐廳預(yù)約請打3952886。 I am afraid this is a direct line. We can not transfer your call to the Chinese Restaurant Could you dial 0391-3952882, please. 不好意思，這是直接電話。我們無法為您轉(zhuǎn)接中式餐廳。請您改撥0391-39528

21、82好嗎？,3.當(dāng)負責(zé)的工作人員不在時,I am afraid Mr.Lin is out at the moment. He should be back around 5 p.m. 不好意思，林先生現(xiàn)在外出。他應(yīng)該會在下午5點左右回來。 I am afraid Mr.Hao is on another line. Could you hold the line, please? 不好意思，郝先生正在講電話。請您在線上稍侯好嗎？

22、 I’ll tell him to call you back when he returns. 他回來時，我會請他回電。 May I have your name and phone number, please? 請告訴我您的大名和電話好嗎？,4.當(dāng)會話結(jié)束時,結(jié)束電話中的對話時，不可以簡單說“bye-bye”,最好說： Thank you for calling. 感謝您的來電。 You are welcome, s

23、ir. 先生，不客氣。 We look forward to hearing from you. 我們靜候您的佳音。 Please contact me if you have any further questions. 如果您有任何其他問題，請和我聯(lián)絡(luò)。,三．柜臺服務(wù),B=行李服務(wù)員（Bellman） C=服務(wù)員 (Clerk) H=客房服務(wù)員（Housekeeping） BC=領(lǐng)班（Bell Captain） G

24、=客人（Guest）,To the Front Desk. 帶客人到柜臺,B: Good evening, Ms. Welcome to huaiyuan holiday Hotel. 小姐，晚安。歡迎光臨中信酒店。 G: Thank you. 謝謝你。 B: How many pieces of luggage do you have? 請問您有多少件行李？ G: Just this three. 只有這3件。 B:

25、 Two suitcases and one bag. Is that right? 2個旅行箱和1個手提皮包，這樣對嗎？ G: Yes. That’s all. 對，就這些了。,B: I’ll show you to the Front Desk. This way, please. I’ll put your bags by the post over there. 我來帶您到柜臺，這邊請。我先將您的行李放在柱子旁邊。

26、G: I see, thanks. 我知道了，謝謝。 B: A bellman will show you to your room when you have finished checking-in. 當(dāng)您辦好住宿登記時，行李服務(wù)員會帶您到房間。 G: OK. Fine. 好極了。 B: Please enjoy your stay. 祝您住宿愉快。,帶領(lǐng)客人至客房,B: Good evening, Ms. I’ll

27、 show you to your room. You have two suitcases and one bag. Is that right? 小姐，晚安。我來帶您到房間。您有2個旅行箱和1個手提皮包，是嗎？ G: Yes, that’s right. 是的。 B: Is there anything valuable or breakable in your bag？ 請問您的皮包里有貴重物品或是易碎物品嗎？ G:

28、Yes，there's a bottle of whisky. 有，里面有一瓶威士忌。 B: Could you carry this bag, Ms? I'm afraid the contents might break. 小姐，手提包請您自己拿著好嗎？我擔(dān)心皮包里的物品會破掉。,,G: Sure, no problem. 好的，沒問題。 B: Thank you, Ms. May I have yo

29、ur room key, please? 謝謝。您的房間鑰匙借我用一下好嗎？ G: Yes. Here you are. 好的，給你。 B: Thank you, Ms. Your room is on the 3rd Floor. Please follow me. 謝謝。您的房間在3樓，請隨我來。,帶領(lǐng)客人到達客房,B: This is your room. May I put your bags here, Ms?

30、 這就是您的房間。我把行李放在這邊好嗎，小姐？ G: Sure. Just put them anywhere. 好啊，放哪里都可以。 B: Is this the correct number of bags? 請問行李的件數(shù)對嗎？ G: Let's see. Yes, that's all. 嗯---我看看，沒錯，就是這些。 B: May I hang your coat in the clo

31、set, Ms? 小姐，我把您的外套掛在衣柜里好嗎？ G: Ah, yes. Please do! 哦，好的，麻煩你了。,,B: Shall I open the curtains for you? 需要我為您拉開窗簾嗎？ G: Yes, that's a good idea. 好主意。 B: Here is your room key. Is there anything else I can do fo

32、r you? 這是您的房間鑰匙，請問您還有什么要我服務(wù)的嗎？ G: No. Thank you. 沒有了，謝謝你。 B: Please enjoy your stay. 住你住宿愉快。,婉拒小費,It’s very kind of you, sir. But I am afraid we are not allowed to accept tips. 先生，謝謝您的好意，可是我們不允許收小費。 We have no

33、tipping systems in our hotel. 我們酒店沒有小費制度。,五．住宿登記,C: Good morning. May I help you? 午安，請問您需要服務(wù)嗎？ G: Yes, my name is James Grimble. 對，我的名字是JAMES GRIMBLE。 C: Do you have a reservation with us, sir? 先生，請問您有預(yù)約嗎？ G: Yes.

34、 有。 C: Thank you, sir. Just a moment, please. 先生，謝謝您。請您稍候。 Thank you for waiting, sir. Could you fill out the registration card, please? 先生，讓您久等了，麻煩您填寫住宿登記卡好嗎？,,Mr. Grimble. Your reservation is for a twin room for

35、6 nights and your bill will be paid by the Company. Could you sign at the Cashier’s Counter, when you check-out, please? Grimble. 先生，您訂的是6個晚上的兩張床的雙人房。您的費用將由公司支付，麻煩您退房時到出納柜臺簽名，好嗎？,,G: Fine. 好的。 C: Your room is 607 on t

36、he 6th floor. A bellman will show you to your room. Please enjoy your stay. 您的房間是6樓的607號房，行李服務(wù)員會過來帶您過去，祝您住宿愉快。 G: Thanks, I will. 謝謝你。,八．客房管理,H: Housekeeping. May I come in? 我是客房管理人員，請問我可以進來嗎？ G: Yes, I’d like to

37、have this laundry done, please. 請進，麻煩你，我這些衣物要送洗。 H: Certainly, sir. Could you fill out the laundry form, please? 好的先生，麻煩你填一下送洗單好嗎？ G: Where is it? 單子在哪里？ H: It’s in the drawer of the writing desk. 在寫字桌的抽屜里。,,G

38、: Fine. May I use your pen? 好的，您的筆借我一下好嗎？ H: Certainly, sir. Here you are. 好的，請用。 G: Thanks. Oh, and I don’t want these shirts starched. 謝謝。哦，這些襯衫不用上漿。 H: No starch. I understand, sir. 不用上漿，我知道了。,,G: Yes, and

39、I’d like this sweater washed by hand in cold water. It might shrink otherwise. 對，還有件毛衣要用冷水手洗，要不然會縮水。 H: By hand in cold water. I understand. 要用冷水手洗，我知道了。 G: When will it be ready? 什么時候可以洗好？ H: We will deliver the

40、m tomorrow night around 6 p.m. 我們會在明天晚上6點左右送過來。 G: Fine. Thanks a lot. 好，謝謝你。,,衣服各部位的名稱 collar 衣領(lǐng) cuff 袖口 sleeve 袖子 lapel 西服或夾克的翻領(lǐng) seam 接縫 hem 褶邊 buttonhole 紐扣口 pocket

41、 口袋 waistband 腰帶 dart (衣服上的褶子) pleat 衣褶 gather 裙褶 turn-up （褲管底部折起來的）折邊 lining 夾里,要求打掃客房時,H: Housekeeping. May I come in? 我是客房人員，請問我可以進去嗎？ G: Yes, what is it? 可以，有什么事嗎？ H: I’m sorry to dist

42、urb you, Ms, but we would like to clean the room. May we do it now? 小姐，抱歉打擾您了，我想打掃房間。請問我們可以開始嗎？ G: Well, I’m a bit busy at the moment. Can you come back later? 嗯，我現(xiàn)在很忙，你能不能晚一點再來？ H: What time would be convenient, M

43、s? 小姐，請問什么時候方便呢？,,G: Let’s see. Could you come again around 5 p.m.? 這個么，你大概下午5點左右再來可以嗎？ H: I’m 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點半到7點半之間我們不進行客房清掃

44、工作。請問下午6點到7點半之間可以嗎？ G: I guess so. I’ll be out then anyway. 我想是可以吧，反正那時候我不在。,客房之間的電話和外線電話,O: This is the reception. May I help you? 這里是總機，能為您服務(wù)嗎？ G: Yes. I’d like to call my friend in his room. What should I do?

45、 對，我想打到朋友的房間，要怎么打呢？ O: Do you know the room number, sir? 請問您知道對方的房間號碼嗎？ G: Yes, it’s 204. 204房間 O: the telephone number is 2824 電話號碼是2824,,G: I see, well what about outside calls? 知道了，那外線電話怎么打？ O: For calls in

46、side jiaozuo, please dial 9 first and then the number. 如果是焦作市內(nèi)電話，請先撥9，然后再撥電話號碼。 G: What about outside jiaozuo? I’d like to call Shanghai. 那焦作市以外的電話怎么打？我想打到上海。,,O: For calls outside jiaozuo, please dial 0 and then th

47、e area code and number. 外市電話請先撥9，再撥區(qū)號，最后撥電話號碼。 G: Fine. Thanks a lot. 好的，真是謝謝你。 O: You’re welcome, sir. 不客氣。,餐飲服務(wù),Good evening, sir. Welcome to our restaurant. 晚上好，先生。歡迎光臨。 How many persons, please? 請問幾位？ Whe

48、re would you like to sit? 您喜歡坐哪？ I’ll show you to your table. This way, please. 我領(lǐng)你們?nèi)ツ銈兊淖课?，請這邊走。 Please take a seat. 請坐。 A waiter will come to take your order. Just a moment, please. 服務(wù)員馬上就來為您點菜，請稍候。,,Can I take y

49、our order, sir? 先生，您準(zhǔn)備點菜嗎？ Here you are, sir, the menu. 先生，這是菜單。 What kind of food would you like? 您喜歡什么樣的食物？ These are our specialties. 這些是我們的特色菜。 The chef’s specialty is --- 廚師的拿手好菜是------,,I’m afraid we haven

50、’t any trout left, Ms, but the turbot is excellent. 小姐對不起，鱒魚已經(jīng)沒有了，但我們的比目魚是非常好的。 Excuse me, sir. Chicken cubes with chili peppers has just gone off. Would you like to try pork shreds with fresh seasoning? It’s also very

51、 good. 對不起先生，辣子雞丁剛剛賣完。您要不要試試魚香肉絲？這菜也很不錯。 Which flavor would you prefer, sweet or sour? 您喜歡哪種口味，甜的還是酸的？ How about fried crisp pork? 脆皮鍋酥肉怎么樣,,Any to follow? 接下來還要來點什么？ Would you like to order a dessert? 您要甜點嗎？ Ou

52、r cocktail is excellent, I can recommend it. 我們的雞尾酒很不錯，我想您推薦。 Would you mind serving now? 現(xiàn)在上菜好嗎？ Another beer, sir? 先生，再來杯啤酒嗎？,,This wine goes very well with seafood. 吃海鮮喝這種酒味到很好。 Sorry to have kept you waiting,

53、sir. Your smoked crisp fish, special spicy chicken and beer. Please enjoy your lunch. 很抱歉讓您久等了，這是您的煙熏酥魚、怪味雞和啤酒。祝您午餐愉快。 Here is your bill, sir. The total is 650 Yuan. 這是您的賬單，一共650元。,寄放貴重物品程序,C: Good evening. May I help

54、 you? 晚上好，我能為您服務(wù)嗎？ G: Yes. I’d like to use a safety deposit box. 我想使用保險箱。 C: Certainly, sir. Could you fill out this form, please? 好的，請?zhí)顚戇@張表格好嗎？ G: Here you are. 寫好了。,,C: Thank you, sir. You would like to use

55、it until May 20th. 謝謝。您預(yù)計寄放到5月20嗎？ G: Yes. 是的。 C: This way, please. Your box number is 520. 請往這邊走，您的保險箱號碼是520號。 G: Thank you. 謝謝。,柜臺出納,C: Good morning, sir. May I help you? 早上好，先生，我能為您服務(wù)嗎？ G: Yes, I’d like

56、to pay my bill, please. 是的，麻煩你，我要結(jié)賬。 C: Certainly, sir. May I have your room key, please? 好的先生。請給我房間鑰匙好嗎？ G: Sure. Here you are. 好的，在這里。 C: Just a moment, please. I’ll print out your bill for you. 請稍候，我來為您結(jié)賬。,

57、,Thank you for waiting, sir. Your bill totals NT5,600. 讓您久等了，您的賬單總計是五千六百元。 G: That’s too much! Would you mind letting me have a look at it? 這么多啊，您可不可以讓我看一下？ C: Not at all, sir. Here you are. 好的，請看。 G: Thanks. We

58、ll, it seems to be all right. How much is that in dollars, please? 謝謝。嗯，看起來好像沒問題。請問這些換成美金是多少錢？,,C: Just a moment, sir. I’ll calculate that for you. It comes to 241 dollars and 41 cents at today’s exchange rate. 請稍候，我

59、來為您算一下。用今天的匯率換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? 請問您想要如何付費呢？ G: In cash, please. Here you are. 付現(xiàn)金，給你。 C: Thank you, sir. NT6,000. 謝謝，收您6000元。,,Here is your chan

60、ge, NT400. Could you check it, please? Thank you for having chosen our hotel. I hope you enjoyed your stay. 找您400元，請您點收。謝謝您光臨本酒店，希望您在這里一切愉快。 G: It was great. Thanks very much. 住這里挺不錯的，謝謝。 C: Hope to see you again

61、soon. Goodbye. 希望您再度光臨，再見。,Instructions to a group of guests 對團體客人的說明事項,1) Your room keys and breakfast meal vouchers are in the envelopes on this desk. They are arranged in alphabetical order. Please take the one whi

62、ch bears your name. 各位的房間鑰匙和早餐券就在這張桌子上面的信封里。請拿寫上自己名字的信封，信封是按照字母順序排列的。 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 you arrive th

63、ere. 明天早上請在1樓的咖啡廳用餐，用餐時間從早上7點開始。請各位到時將餐券交給服務(wù)人員。,,3) The lobby is on the 2nd floor. Please press the L button in the elevator. 大廳在2樓，搭乘電梯時請按L鍵。 4) The door of your room locks automatically. Please make sure that you ha

64、ve your room key when you leave the room. You may keep your room key until you check-out. 各位的房門會自動上鎖。請各位在外出時務(wù)必攜帶鑰匙。在退房之前，各位可以自行保管鑰匙。 5) Room-to room calls may be made from your room. Please dial 6 first and then the r

65、oom number. 各位房間的電話可以互相撥通，使用時請先撥6，然后再撥對方的房間號碼。,,6) Out side calls may be made from your room. Please dial 0 first then the number. 各位房間的電話也可以撥外線，使用時請先撥0，然后再撥電話號碼。 7) Please read the emergency instructions on your roo

66、m door. Your nearest emergency exit is also shown. 請閱讀房門上的緊急逃生說明。上面也標(biāo)示了離您最近的緊急逃生出口。 8) Please pay any incidental charges at the Front Cashier’s Desk when you check-out. You may hand in your room key ay that time. 請各位退

67、房時到出納柜臺自付雜費，同時請交還房間鑰匙。,,9) 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. 我們很快就會將各位的行李送到房間里去。請各位在明天早上7點30分，將行李放