一.、客房常用词汇：
north 北south 南west 西east 东presidential suite 总统套
deluxe suite 豪华套
single room 单间
executive suite 商务套
standard(double)room 标准间
junior suite 普通套
assistant manager 大堂副理handicapped room残疾人用房cashier 收银员
receptionist 接待员
operator （总机）话务员telephone switchboard
电话总机
extension 分机
bellman 行李员
bowling保龄球
housekeeping department
客务部
gymnasium 健身房
room/housekeeper/floor attendant 客房服务员restaurant 餐厅
the front desk/office前台
lobby 大堂bell 门铃
hall closet/wardro衣橱，壁橱
peep hole窥视孔
please make up room请打扫房间
make up 整理hanger衣架
spare pillow 备用枕头
breakfast menu早餐单
bathrobe 浴袍
closet rods 衣柜挂杆
clothes brush 衣刷
flash light 手电筒
laundry bag洗衣袋
safety box 保险柜
shoe horn 鞋把
blanket 毛毯
mini-bar 迷你吧
ice-bucket 冰桶
ice-clip冰夹
glass 玻璃杯
refrigerator 电冰箱
mineral water矿泉水
soft drink 软饮料
free mineral water 免费矿泉水
drink (beverage)饮料
cup 茶杯mend缝补
mineral water with compliment
免费矿泉水
lobby bar 大堂吧
business floor bar商务酒吧
trade mark/shop 商场
business center商务中心
reservation center预定中心
morning call 叫醒服务
meal voucher 就餐券
laundry水洗
floor 楼层
laundry洗衣、洗衣房
laundry service 洗衣服务
dry-clean 干洗
pressing 烫衣
regular service 普通服务
4-hour service 快洗服务
cleaning list/form 洗衣单
settee背椅
furniture 家具
express service快洗服务
air-conditioning 空调
PA(public area)公共区域
sitting-room 客厅
cushion靠垫
chaise 躺椅
couch双人沙发
chain lock 防盗扣
do not disturb 请勿打扰coaster
杯垫
plug 插头
socket插座
kettle 水壶
drawer 抽屉
baggage (luggage) rack
行李柜，行李架
shopping bag 礼品袋
good night card 晚安卡
television cabinet 电视柜
program card 节目单
TV remote control 遥控器
desk 桌子
mirror 镜子
table lamp 台灯
telephone电话机
computer line 电脑线
chair椅子
service directory 服务指南
ashtray 烟灰缸
matches 火柴
envelope 信封
writing paper 信纸
fax paper 传真纸
post card 明信片
sewing kit 针线包
map 地图
ballpoint pen 圆珠笔pencil 铅笔
window窗户
curtain 窗帘
slipper拖鞋
shoe shine clothe擦鞋布memo/note pad 便签
bed床
shampoo洗发液
quilt 被子
pillow 枕头
shoe basket 鞋篮
toilet卫生间bed table 床头柜
alarm clock闹钟
yellow page黄页
night light 夜灯
trash can 垃圾桶
bed pad床垫
bed sheet床单
bed skirting 床裙
pillow case枕头套
smokedetector烟感器
carpet/rug vacuum cleaner
吸尘器
wall lamp 壁灯
ceiling lamp 吊灯
ground lamp 落地灯
bathroom 浴室
fluorescent lamp 日光灯
serving tray 托盘
scale 体称
hand towel 小方巾
wash room 卫生间
shower 淋浴
bath towel 澡巾
ground towel 地巾
face towel 面巾
hair dryer 吹风机
bath tub 浴缸
shower head淋浴头
closet马桶
tap 水龙头
wash basin面盆
towel rack 毛巾架
marble table 大理石台面
hanger衣架、挂钩
wall telephone面包机
bidet净身器
flower vase 花瓶
tissue paper dispenser
面巾纸盒
shower curtain 浴帘
tissue/toilet paper卫生纸
bath gel 沐浴液
razor shaver剃须刀
comb 梳子
tooth brush 牙刷
tooth past牙膏
soap肥皂
cotton swab 棉签
tips小费
emery board指甲锉
sanitary bag 女宾袋
shower cap 浴帽
elevator lift 电梯
fruitplate 果盘
fruit knife (fork)水果刀（叉）
ice cubes 冰块
room card 房卡
passport 护照
deposit 押金
charge收费
price 价格
Poker扑克
night-club夜总会
massage 按摩、桑拿
boiling water开水
newspaper报纸
corridor走道
trolley手推车
Monday周一
Tuesday周二
Wednesday周三
Thursday周四
Friday周五Saturday周六Sunday周日January一月February二月March三月
April四月
May五月
June六月
July七月August八月September九月October十月November十一月December十二月Fine晴Overcast阴Snow雪
Rain雨
Cloudy多云
FO前台Cashier收银Guest客人Telephoto电话Maintain维修
Safety保险柜
Cigarette香烟
Nailhole指甲剪
Forfex剪刀
Socket插座
Blower吹风机
Charger充电器
Keep secrecy保密
Remote control遥控器
Massage按摩
Entertainment娱乐
elevator电梯
tea茶叶
water bottle水壶
for free免费
safe-conduct安全通道
reticle网线
iron熨斗
ironing board熨衣板
map地图
hot water热水
fruit 水果
shoeshine擦皮鞋
drink饮料
food食品
bedsheet床单
quilt cover被套
bath robe 浴衣
towel毛巾
pillowcase枕套
curtain窗帘
ashtray 烟灰缸
glass杯子
tea-cap盖杯
tea-box茶叶盒
clothes-rack衣架
the senice clamps服务夹
noise菜谱
close stool马桶
broken electricity断电
window窗户
make water漏水
lock 锁
chair椅子
light灯
bathtub浴缸
ice冰
icebox/refrigeratory冰箱
electric torch手电筒
bed床
dish盘子
scoop勺子
boud碗
knife小刀
fixing调料
sugar糖
salt盐
shoeshine鞋油
toecap鞋刷
insect虫
glue water胶水
calculator计算器
rule尺子
stapler订书机
inkpad印泥
mouse鼠标
do not disturb勿扰
make up room打扫房间
extra bed加床
no need service不需要服务
lost and found遗留物品
plug插销
二、客房服务常用短语：morning call service 叫醒服务room service 客房用餐服务dial outside call / internal call 拨打外线电话
DDD(domestic distant dial)
国内长途
certainly 当然可以
IDD(international distant dial ) 国际长途
public phone 公共电话Room/floor attendant
楼层服务员
good morning早上好
good afternoon下午好
good evening 晚上好
toilet needs 卫生用品check-out room 退房
turn-down service 夜床服务by the way 顺便问一下
door knob menu
客房内的门把菜单
don’t worry别担心please wait a moment 稍等
I’m afraid not
很抱歉、恐怕不行
OCC(occupied) 住客房
C/O(check out ) 走客房
V(vacant)空房
VD(vacant dirty )脏房
OOO(out of order )维修房
DND(do not disturb)勿扰房
VIP(very important person)
贵宾
LSG(long staying guess)
长住房
Make up the room 打扫房间
go ahead 您请说
after you 您先请
put …through to 往….转电话
sign the bill 签单
sign your name 签名
Have a nice trip 旅途愉快
good luck好运
see you late/tomorrow
再见、明天见
It’s very kind of you!
您真是太客气了！
How do you do? 您好！（初次见面，回
答同样用该句）
welcome to our hotel
欢迎光临！
good bye 再见
You are welcome / not at all / It’s my
pleasure不用谢！
thank you very much非常感谢
I’m sorry 很抱歉
Excuse me打扰一下！
go upstairs/downstairs
上楼/下楼
This way please 这面请
turn right/left 向右/左转
go straight on 直走
extra bed加床
how are you？fine .thank you！and
you？
您好吗?很好!谢谢!您呢??
price list房价表
general manager总经理
deputy general manager
副总经理
general manager’s assistant
总经理助理
sales department 销售部
executive office总经理办公室
front office 前台部
food and beverage department
餐饮部
personal department
人力资源部
shopping arcade商场
financial department 财务部
security department 安全部
purchasing department采购部
engineering department工程部
三、客房服务常用对话：
G: guest 客人
R: room attendant 楼层服务员
1.showing the guests to the room为客人带路
R: Good morning, sir and madam. Welcome to International peace hotel!
G: Good morning. Are you a room attendant?
R: Yes, I can. What can I do for you?
G: Yes. Where is room 2708,please.
R: It’s along here. I can show you to your room.(after a while).Here it is.(The room attendant knocks at the floor first. opens it. and precedes the guests into the room and turns on the lights).This way ,please.
G: Thank you very much.
R: It’s my pleasure! And wish you have a nice trip in HeFei!
2.Making up the room.
Dialogue one:
(The room attendant knock at the door. Then the door opened)
R: Good morning! May I clean your room now?
G: Well, Thank you! Please come back about 20 minutes.
R: Sorry to disturb you. I will come back later. Have a nice day.
Dialogue Two:
R: Good morning, madam. May I come through, please?
G: Good morning! It’s almost 11 o’clock. and my room hasn’t been made up it.
R: I’m sorry, madam. I’ll be there as room as I finish this one.
G: How along will it take? R: About 10 minutes.
Dialogue Three:
R: Good morning, sir and madam. May I do the turn-down service for you new?
G: Oh, thank you! Would you tidy up a bit in the room? It’s quite a mess now.
R: Yes, It’ll just be finished in a few minutes!
(After a while)
R: It’s growing, dark. Would you like me to draw the curtains and turn on the lights for you!
G: Why not! That would be comfortable!
R: And three are today’s newspaper, You can read it at anytime you want!
G: Oh. Thank you so much!
R: I’m always at your service! Good night!
https://www.doczj.com/doc/5014477404.html,undry service.洗衣服务
Dialogue one:
G: Good afternoon! I want to have some laundry.
R: Yes, sir. just leave it in the laundry bag and sign your name and room number on the laundry list. G: What can I get it back?
R: Tonight at 6:00pm.by regular service./Since it is already 3:00pm.you can get them back before 12:00 at tomorrow noon. by regular service.
G: Can it be more quickly?
R: Express service is avail aide. You can get it back with 4 hours. but it’s 50% more than the regular service.
G: OK, I’ll choose the express service!
Dialogue two:
R: Excuse me, Sir and Madam. Your clothes are ready. Will you see if they are all right?
G: Very good.
R: Here you are.
G: Oh, How nice! Your hotel’s laundry service is excellent.
R: Thank you !That’s just what we should do.
4.Repairing
Dialogue
G: Excuse me!
R: Yes?
G: Ah, I’m afraid tore is something wrong with the TV.I can’t turn it on.
R: Well, There is a switch on the beddable, Did you turn on it?
G: Yes, I’ve done is.
R :I’m sorry. May I have a look at it?
(Trying to fix it, but in rain)
R: I’ll send for an electrician to have it repaired. Please wait just a few minutes. (She leaves the room. Five minutes later. There is a knock on the door).
R: Housekeeping, May I come in?
G: Yes.
R: Good evening! We are going to check your TV set.
(Electncian finishes the repairing)
R :Dear sir, everything is OK now, Is there anything dse I can do for you?
G: No, Thanks very much!
R: It’s my pleasure .And with you have a sweet evening!
Dialogue two
R: Good evening! What’s the matter sir? G: Air conditioner is not cool/heat enough.
R: Well, Let me see! Oh, I’m sorry sir. We’ll contact with engineer department to send some one are up to cheek if for you.
Dialogue three
G: There is no water in the shower head. Can you call someone to fix it for me.
R: We’ll call the engineer immediately. I’m sorry for any inconvenience.
5.Room service
G: What would like to take our lunch in our room. Could you bring it here?
R: Yes .Of course. Our hotel provides very good room service, sir.
G: Very nice. When should me order our lunch?
R: At any time you want. You may dial“2619”to call the room service section directly to order breakfast, lunch or dinner.
G: By the way. What should we do with the plates when we finish eating?
R: You can call me to clean it up, or just leave them outside you room.
G: Oh, I see. Thank you.
6.Miscellaneous services
Dialogue one
R: Good morning. Dear Madam!
G: Good morning. Will you de me a favor?
R: Sure.
G: I’d like to have some glasses?
R: How many would you like?
G: Three.
R: Yes, we’ll send them up right away.
Dialogue two
G: The air in the room is stale. Can you do something about it?
R: Do you mind if we spray air freshener?/ Do you mind me open the windows for a little whule. G: No go ahead!
R: Thank you very much for you understanding!
Dialogue three
G: Will you do me a favor? Miss?
R: Certainly sir.
G: This is my first visit to HeFei. I wonder if your hotel has the morning call service.
R: Yes, sir. At what time do you want me to call your up?
G: At 6:00 sharp tomorrow morning. please.
R: What kind of call would you like. By phone or by knocking at the door?
G: By phone. I don’t want to elistrub my neighbors.
R: That’s very kind of you sir. Well, I’ll tell the operator to call you up at 6:00 tomorrow morning. G: Thanks!
R: My pleasure, sir! Sleep well and have pleasant dreams.
Dialogue Four
R: Good morning. What can I do for you?
G: Yes. I’d like to check out my room. But I want to have the breakfast first!
R: Well, Is that any luggage in your room?
G: Yes, a lot of luggage.
R: I see. I’ll contact the bell service center to get you luggage there. And after you finish your breakfast. You can come to the Front desk to check out your room and get back your luggage directly!
G: Wonderful! Thank you!
R: You are welcome!
Dialogue five
G: I left my key in the room. Would you open the door for me?
R: Sorry, Due to the security reasons. I can not open the door for you. Please contact the front desk. Dialogue six
R: Housekeeping. May I come in?
G: Yes, What’s the matter?
R: Your smoke detector is flashing, sir. Is the anything burning in your room!
G: No, I’ve been smoking a cigar. That’s all.
R: May I check your room sir!
G: Sure, go ahead.
(Checks the room)
R: Thanks, sir. I’m sorry to have disturbed you.
G: Oh. That’s all right.
R: The detector is very sensitive. So if you smoke nest time, Please open the window.
G: Oh, That’s all right.
R: The detector is very sensitive. So if you smoke nest time. Please open the window.
G: Thank you for your suggestion.
R:I hope you can stay here happily. And anytime you need half. Just call me! See you!
G: Thanks. Bye-bye.
新增加部分：
1.开门
G: I’m the guest from 1817.And I left key in the room/My key isn’t available. Would you open the
door for me?
R: I’m sorry. Let me past you call. Thonght to the front desk. Then after they check the identity with you. I’ll call the attendant open the door for you. OK?
2.G: When can I take my breakfast?
R: You can have your breakfast on the second floor from 6:30am to 9:30am.
3.G: I want to have two pokers?
R: The pokey is at the price of 10 yuan a box in cash. Including 54 sheets. The ototle price is 10 yuan. Is that OK?
4.G: I have to check out my room. And my room number is 1314.
R: Well. Please go the front office on the first floor with you luggage. I’ll call the room attendant to cheek out your room.
G: Hello. May I have two more cans of cola? My room number is 1211.
R: Of course. I’ll call the altendant send it to you. Please sign your name and room number on the winelist.
6.G: I’m the guest lived in room 2705 two ays before. And I cheeked my room yesterday. I want to ask whether the attendant have found a neck lace in my room.
R: Please wait a moment. Lat me check it. Novo your necklace is kept in service center. You can get it back in three months with you indontity card.
或：R: I’m sorry. We haven’t taken any nate about it. Please leave your phone number. After we seek the room again. We’ll contact with you.
7.G: I want to get my clothes back.
R: Well. What time did you have the laundry?
G: At 四．简单的称谓：
1．Sir:对不相识的男士的通称。（先生）
Mr:一般对熟悉的男士的尊称，后面加上姓氏，例如：Mr zhang 张先生。
Gentleman:绅士，有身份的男士，出身高贵的男士的尊称。
2．Mrs:夫人，对结过婚的女人的称谓，可加上姓氏。
Ms(miss):小姐，女人，用于婚姻状况不明的女子的称谓。
Lady:夫人，女士，小姐，比较正规的称谓，一般不常用。
饭店服务员常用英语口语 1、What?kind?of?rooms(foods)?would?you?like?to?have?您需要什么样的房间（吃什么样的菜）？ 2、 Here?is?a?brochure?of?our?hotel?and?t ariff. 这是介绍我们饭店的小册子和价目表。3、 We'll?give?you?a?10%(ten?percent?)?di scount.? 我们给您九折优惠。 4、 We'll?offer?tour?guides?complimentary ?breakfasts.? 我们给陪同提供免费早餐。 5、We?accept?your?terms.? 我们接受您的条件。 6、May?I?introduce?myself?? 让我介绍我自己。 7、 May?I?present?you?a?litter?souvenir??请接受我们的一点小纪念品。 8、Let's?drink?to?our?friendship!? 为我们的友谊干杯！ 9、 Let?me?propose?a?toast?to?the?health ?of?our?guests!? 建议为在座客人的健康干杯！ 10、Cheers!(Bottoms!)? 干杯！ 11、How?do?you?like?Chinese?food??您喜欢中国菜吗？ 12、 What?do?you?think?of?our?service??您对我们的服务有什么意见？
13、 Thank?you?for?your?comments(compli ment,?suggestions).? 谢谢您给我们提的意见（赞扬、建议）14、 I'm?afraid?it's?against?the?hotel's?regul ations.? 这是违反饭店规章制度的。 15、 In?our?hotel?we?don't?accept?tips.? 我们饭店是不收小费的。 16、 It's?our?pleasure?to?serve?our?guests? well.? 我们为能为客人服务好而感到高兴。 17、Thank?you?all?the?same.? 然而，还是要谢谢您。 16、 I'm?afraid?you'll?have?to?pay?for?the? damage.? 您必须赔偿。 17、 Thank?you?for?telling?us?about?it.? 谢谢您告诉我们 18、 I'll?look?into?the?mater?right?away.?我马上去处理这件事情。 19、 I?assure?you?it?wont?happen?again.?我保证此类事情不会再发生。 20、Please?don't?worry,?sir?(madam)?先生（夫人），请不必担心。 21、 I?will?send?someone?up?to?your?room? right?away.?
一、Numerals (数字） (一）基数词 1、第一类： zero 0 one 1 two 2 three 3 four 4 five 5 six 6 seven 7 eight 8 nine 9 ten 10 eleven 11 twelve 12 2、第二类： thirteen 13 fourteen 14 fifteen 15 sixteen 16 seventeen 17 eighteen 18 nineteen 19 3、第三类： twenty 20 thirty 30 forty 40 fifty 50 sixty 60 seventy 70 eighty 80 ninety 90 4、第四类： twenty-one 21 forty-six 46 seventy-eight 78 ninety-five 95 5、第五类： 100 one hundred 101 one hundred and one 156 one hundred and fifty-six 192 one hundred and ninety-two 200 two hundred 6、第六类： 1,000 one thousand 1,001 one thousand and one 1,300 thirteen hundred;one thousand and three hundred 2,034 two thousand and thirty-four
6,502 six thousand five hundred and two （二）序数词 下面把1－99的序数词也分为四个类。 1、第一类 first (1st) 第一second (2nd) 第二third (3rd) 第三 （在括号里的是缩写形式，均在阿拉伯数字后面加上相应序数词的最后两个字母构成，以下各类与此相同。）这类序数词只有三个，在整个序数词里面是特殊的，就和第一类基数词一样，需要逐个地硬记下来。 2、第二类： fourth (4th) 第四fifth (5th) 第五sixth (6th) 第六seventh (7th) 第七 eighth (8th) 第八 ninth (9th) 第九 tenth (10th) 第十eleventh (11th) 第十一twelfth (12th) 第十二thirteenth (13th) 第十三fourteenth (14th) 第十四fifteenth (15th) 第十五sixteenth (16th) 第十六seventeenth (17th) 第十七eighteenth (18th) 第十八 nineteenth (19th) 第十九 3、第三类： twentieth (20th) 第二十 thirtieth (30th) 第三十 fortieth (40th) 第四十 fiftieth (50th) 第五十 sixtieth (60th) 第六十 seventieth (70th) 第七十 eightieth (80th) 第八十 ninetieth (90th) 第九十 这一类全是十位整数的序数词，共八个。它们的构成 方法是：先将相应的十位整数的基数词词尾－t y中的 y改成i，然后在加上后缀－eth。 4、第四类： thirty-first (31st) 第三十一 sixty-second (62nd) 第六十二
客房英语培训材料 1、乐意为您效劳I am at your survice. 2、很抱歉I’am sorry. 3、对不起Excuse me 4、很抱歉，那是我的过错I’am sorry, It’s my foult. 5、对不起，让您久等了sorry to have kept,you waiting 6、对不去，打扰您了sorry to in terrupt you. 7、对此表示抱歉I’m sorry about this. 8、没关系That’s all right 9、算了吧！Let’s forget it! 10、能帮你什么吗？好的。Can I halp you? Yes please. 11、请稍等一下Just a moment please. 12、在三楼It’s on the third floor. 13、请这边走This way please 14、左转/右转Turn left/Turn right 15、请走好Watch your step 16、请别遗忘您的东西Please don’t leave anything behind. 17、请不要在这里抽烟Please don’t snoke here 18、早上好good morning 19、中午好good afternoon 20、中午好good evening 21、您好?（初次见面）How do you do? 您好!很高兴见到您。How do you do! Glad to meet you. 22、您好吗？How are you? 好的，谢谢。您呢？Fine,thanks.And you? 23、欢迎到我们酒店来Welcome to our hotel 24、愿您在我们宾馆过得愉快。Wish you a most pleasant stay in our hotel. 25、祝您过的愉快！Have good time! 26、对不起，请再说一遍好吗？I beg your pardon? 27、这个房间每天都打扫。The room is cleaned every day. 28、生日快乐Happy birthday 29、新年快乐Happy new year 30、圣诞快乐Merry chris tmas 31、节日快乐have a nise holiday
酒店常用英语-打铃服务 Ring the Bell 打铃服务 -Did you ring,madam?-是你按铃吗，太太? -Yes.Kindly turn off the air-conditioner in this room.I've tried to do so,but I can't. -是的，麻烦你把这屋的空调器关掉。我自己已经试过了，可我关不动。 -Yes,madam.There's something wrong with the switch;perhaps it needs repairing .-好的，太太。这个开关有点毛病，大概需要修理一下了。 -What can I do for you,sir?-先生，你有什么事要我办吗? -The light has fused.Please change the bulb for me.-电灯泡坏了，请换一个。 -The light of this room is dim,please get me a brighter one.-房间里灯光太暗，可否调一只亮灯泡? -There is no water in the bottle.-热水瓶没水了。 -The tea cup is dirty.Please get some glasses for me.-茶杯脏了，请拿几只玻璃杯来。 -Please bring me some ice blocks.-请拿些冰块来。 -I've got some coffee.Please get me some cube sugar.-我自己有咖啡，请拿几块方糖来。 -I should like you to bring me some hot watcr.-我想请你给我送些热水来。 -Please buy tow packets of Zhonghua cigarettes(filter tipped)and a box of match for me. -我要两包带过滤嘴的"中华"香烟和一盒火柴。
1. 幕墙国际会议自我介绍： 名字：My english name is andrew. 公司：I am representing JiangHe curtain wall company. 职责（主要负责事物）：I am in charge of structural calculation/design&fabrication drawing/tender drawing. 2. 我是刚毕业的学生： I am a fresh graduate. 3. 幕墙中常用的变形：deflection, 而不是deformation. Deflection: the degree to which the moving part on a measuring instrument moves away from zero. Deformation: the progress of changing the shape of something in a way that spoil its usefulness or appearance. dead load 永久荷载 4. 常用的荷载缩写 wind load 风荷载 live load 活荷载 5.表面处理可分为两种： Natural Anodise Black Anodise Bronze Anodise 镀铜色
Hot dipped galvanize 热镀 stick curtain wall system 框架式幕墙 6. Electrical galvanize 电镀 unitised curtain wall system 单元式幕墙 Tower 主楼分格 division 方管 square section 7. Podium 群楼格栅 lattice 圆管 round pipe Primary gasket 第一胶条 primary bracket steel primary bracket 8. gasket 转角连接t Secondary gasket 第二胶条 secondary bracket secondary U-shape bracket
酒店初级英文教材
酒店基础英文培训课件 BasicEnglish PartOne:BasicHotelServiceEnglish Addressing:（称谓） 1Mr./Mrs./Ms./MissGentlemen,ladies, 某某先生/夫人，夫人或小姐，小姐先生们，夫人们Greeting:（问好） 2.Goodmorning/afternoon/evening,sir/madam 早上好/下午好/晚上好，先生/小姐 3.Howareyoutoday,sir?(Fine,thankyou,andyou?) 你好吗，先生？好，谢谢你，你呢？Welcoming:（欢迎） 6.WelcometotheZhonggechengHotel/ourrestaurant. 欢迎到中阁城大酒店/我们餐厅 8.We＇regladtoseeyouagain. 我们很高兴又见到您 Asking/inquiring:（询问/征询） 9.MayIhaveyour（first）name/roomnumber,please? 我能够知道您的名字/房号吗？ 10.Yourinitials,please? 请您告诉我你姓名的首写字母，好吗？ 12.MayItakeyourordernow? 当下能够点菜了吗？ 14.MayIhaveyoursignature,sir?Hereplease. 我能够有您的签名吗，先生？这儿请。 15.MayIknowwhoI＇mtalkingwith? 我能够知道打电话来的是谁吗？ 16.MayIaskwhoisnext? 我能够问谁是下壹个吗？ 17.MayIbeofservice,madam? 我能够为您效劳吗，小姐？
前台接待英语口语 C/I 入住 Dialogue A / 对话 A：Good morning, sir.Welcome to Golden Ocean Holiday Inn .May I help you? 早上好，先生，欢迎光临金海洋假日酒店，请问有什么可以帮到您的？A: would you like single room or double room? 请问您需要单人房还是双人房? B: I like a single room./I have a reservation for a single room 我要一间单人房. /我订了一间的单人房。 A：May I have your name, sir, please? 请问先生用什么名字预订？ B：My friend help me the book，She used the name of zhang peng 我那个叫张朋的朋友帮我预定的房间 A：Just a moment , sir. Let me check the reservation for you. 请稍等先生，让我为您查找。 A: May I have your passport. 请把您的护照给我一下 B：Yes.Here you are. 当然, 给您.
A：Thank you.Mr Zhao.Please sign here 谢谢，赵先生，请在这里签个名。 B：Yes. 好的。 A：Mr Zhao , How long would you like stay here? 赵先生,请问您打算住多久？ B：Just one night. 只是一个晚上。 A：Thank you. How would you like to pay the deposit? In cash or credit card? 谢谢！请问押金是给现金或是刷卡呢? B：Credit card. 信用卡。 A：May I have your credit card ? 可以借用您的卡吗？ B：Yes. A：Thank you for your credit card. Sir.Please sign here, 谢谢先生的信用卡，请在这里签个名。 B：Yes. 好的。 A：Mr Zhao,Your room number is 8385. This is your room key.Here you are.
前台常用英语句子 1.What kind of the room would you like to book? A double or a single? 请问您需要什么类型的房间？单人房还是双人房？ 2.For which date would you like to book? 请问您要预订哪一天的？ 3.Hold the line please; let me check our room availabilities for those days. 请别挂线，我查询下那天是否有房间 4.Sorry to have kept your waiting. Yes, we have a vacancy for those days. 不好意思让您久等了，我们那天有空房 5.The room rate is RMB xx include breakfast and surcharge. 房价是ＸＸ包含早餐服务费。 6.The price is RMB xx. We can offer a special discount to you that is RMB xx. It was after x% off discount. 房价是ＸＸ，我们为您提供Ｘ％折扣，折后价是ＸＸＲＭＢ。 7.Let me repeat your reservation. You book one deluxe room for one night from 6/Jun-7/Jun for Mr. Lee. The price is RMB xx include breakfast and surcharge. 我重复一下您的预订，李先生您预订的是豪华房一晚，６月６日入住６月７日退房，房价是ＸＸ包括早餐服务费。 8.Your reservation has been confirmed. We are looking forward to serving you. Thank you! 您的预订已经确定了，我们期待为您服务，谢谢！ 9.Do you have a reservation? 请问您有预订吗？ 10.Please wait some minutes, Let me find your details from the computer. 请您稍等，我在电脑上查询下您的详细资料。 11.Yes, sir. I found your reservation. A deluxe room for one night as RMB x/per night. 是的，先生，您预订的是豪华房住一晚，房价是ＸＸＲＭＢ。 12.Would you prefer smoking or non-smoking room? 请问您需要吸烟楼层还是无烟层呢？ 13.Please fill in the registration form and sign your signature. 请在表格上填写您的资料并签名。 14.Would you like to pay by credit card or cash for the deposit? / How would you like
酒店常用接待服务英语欢迎语： (1) 欢迎光临我们酒店! Welcome to our hotel! (2) 欢迎您来这里进餐。 Welcome to have meals here. (3) 欢迎您再度光临，很高兴再见到您。 Welcome back. Nice to see you again. *禁语：喂!您好哇! Hello. Hi. Well. 问候语： (1) 您好!(初次见面) How do you do? (2) 您好吗!布莱克先生。(见到常客) How are you today. Mr.Black? (3) 早上好!先生/夫人。 Good morning. Sir/Madam. (4) 下午好! Good afternoon. (5) 晚上好! Good evening. (6) 多日不见，您好吗? Long time no see. How are you? (7) 我很好，谢谢!先生您好吗?(回答问候时) Very well, Thank you, And yourself Sir? (8) 早上好!这里是——，能为您效劳吗? Good morning. This is - - ,May I help you? (9) 希望您在我们酒店住得愉快!
Hope your enjoy your stay in our Hotel. *禁语： (1) 您吃过饭了吗? Have you had lunch (breakfast dinner) (2) 您到哪里去啊? Where are you going? (3) 什么事? Yes? What? 祝贺语： (1) 恭喜您! Congratulations! (2) 祝您生日快乐! Wish you a Happy birthday! (3) 祝您新年快乐! Happy new year to you! (4) 祝您周末愉快! Wish you a good weekend! (5) 祝您圣诞快乐! Merry Christmas! 征询语： (1) 先生，我能为您效劳吗? May I help you, Sir? (2) 先生，我能为您做些什么? What can I do for you, Sir. (3) 请问先生您喜欢吗? Do you enjoy it , Sir? (4) 布莱克先生，如果您不介意的话，我能——吗? Mr. Black, Would you mind if I ……. (5) 先生，请问您贵姓? Could I have your name, Sir?
问候与接待： ）晚上好！下午好！（早上好！你好！ ) ！(Good morning/afternoon/evening！Hello 我能帮你什么忙吗？ What can I do for you?/May I help you? 您能重复一遍吗？ I beg your pardon? 可以请您慢一点吗？Would you please slow down? 请稍等一下。 Please wait a minute/second/moment. 感谢与应答： 非常感谢。Thank you very much. 谢谢您的合作。Thanks for your cooperation! 不客气。You are welcome!/It’s my pleasure!/ Don’t mention it! 道歉与应答： I’m sorry对不起！！ 对不起，让您久等了。 Sorry to keep you waiting. 很抱歉打扰您。 Sorry to trouble you. 很抱歉，这是规定。I’m terribly sorry, but this is the rule. Never mind./ 没关系。It doesn’t matter. 告别： 再见！ /See you later! ！Goodbye 祝您旅途愉快！ Have a nice trip!
欢迎下次再来中国。 Welcome to China again. Communication(1 ) 1 对话 机场职员S: Staff 旅客P: Passenger 您能告诉我餐厅在哪吗？ P: Could you tell me where the restaurant is located? ] down to Basement Level One and it’s right ?S: Certainly. Take the elevator ['eliveit there. 可以，乘电梯到地下一层就是。 P: Where are the elevators? 电梯在哪里？ 自动扶梯在那 ] over there. ?leit?S: The elevators are beside the escalators['esk 边，电梯在自动扶梯旁边。 知道了。非常感谢。 P: Got it. Thank you very much. 不客气。S: You are welcome. 对话 Communication(2) 2 P: Excuse me. Do you know where I can find something to read? 麻烦您了，请问您知道哪里可以买到读物？ a beside bookstore a see will you and ahead corner second the at left Turn S: restaurant. 在前面第二个拐角左转，你会看到在餐厅旁边有一家书店。 P: OK. Thanks. 好的。谢谢。 不客气。 S: My pleasure.
2010年暑期《酒店英语》培训方案 一、指导思想： 随着我国酒店业在经济和社会发展中的作用不断加强，在世界酒店业中的地位不断提高，人才建设日益提高到重要的战略地位，人们充分认识到酒店人才培训的重要性，增强了酒店人才建设的责任感和紧迫感，真正把人才培养作为事关酒店业发展的一件大事来抓。 二、培训目标 知识培训，是组织培训中的第一层次。知识培训有利于理解概念，增强对新环境的适应能力。同时，要系统掌握一门专业知识，则必须进行系统的知识培训，如要使酒店员工熟练地掌握前台接待知识，不经过系统的知识培训是达不到要求的；要培养一个酒店的大堂副理，没有系统的知识培训是不可能实现的。虽然知识培训简单易行，但容易忘记，仅停留在知识培训层次上，效果不好是可以预见的。 技能培训，这是酒店培训中的第二个层次，也是目前酒店内最重视的一个培训项目，是指能使某些事情发生的操作能力。技能一旦学会，一般不容易忘记，如摆台，铺床等等。招进新员工，都不可避免要进行技能培训，因为抽象的知识培训不可能立即适应具体的操作。 素质培训，是组织培训的最高层次。此处“素质”是指个体能否正确地思维。素质高的员工应该有正确的价值观，有积极的态度，有良好的思维习惯，有较高的目标。素质高的员工可能暂时缺乏知识和技能，但他会为实现目标有效地、主动地学习知识和技能；而素质低的员工，即使已经掌握了知识和技能，但可能不用。 三、培训要求： 通过本次培训，员工应基本达到如下要求：
1．听力 能理解母语为英语的人士的以慢于正常的语速（每分钟120词左右）并带有停顿、重复和解释的谈话。内容包括： 询问酒店或旅游信息的电话交谈； 说明酒店或旅游业常见物品的功能、特性； 酒店客人、游客或饭店员工讲述他人的个人经历或事情； 对某一地区某地点的方位描述。 2．阅读和词汇 能阅读并理解简单的课文，阅读生词数在总词数的3%左右，阅读速度不低于每分钟50词。内容包括： 摘自旅游指南、旅游杂志、宣传册、国际旅游文献的简单文章； 描述和介绍历史重大事件和名胜古迹的简单文章； 旅游或酒店客人的有关事务的文章； 介绍酒店有关政策、规章和有关物品的使用的文章； 3．口语 讲话有偶尔的停顿、重复并重复性的发音错误和母语的语调，但基本上不妨碍交流，能清楚地完成交际任务，并基本能运用转述、求助、直译等交际策略帮助语言交流。 4．写作 能用英语填写关于酒店和旅游业的表格，套写便函、简历等，词句基本正确，无重大语法错误，格式基本恰当，表达清楚。 5．文化知识 熟悉中国文化传统和民俗，了解一些英语国家的历史文化传统、风俗习惯；具有一定的人文素养。 四、培训对象： 南安大酒店一线员工 五、培训时间
酒店常用英语口语语句 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Couldyou ... 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？ 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，例如： Good morning, sir. Are you checking-out? 早上好，先生，请问您要退房吗？ Good afternoon, sir. Welcome toLI 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：
酒店服务英语培训-制度大全 酒店服务英语培训之相关制度和职责，一、预定1、上午/下午/晚上好,我能为您做些什么.................,MayIhelpyou?2、请问您一共有多少人来用餐Howmanypresonsarethereinyouparty,Sir/Madam?Howmanygicests... 一、预定1、上午/下午/晚上好,我能为您做些什么.................,May I help you? 2、请问您一共有多少人来用餐 How many presons are there in you party,Sir/Madam? How many gicests are coming? 3、请问您几点到 What time would you like to arrive? 4、请问您贵姓 May I have your name,please? 5、可以留下您的联系方式吗 May I take your telephone number,please? 6、请问您有什么需求需要我们做准备的 Is there anything specis you would like us to prepore? 7、如果您有什么要求,请通知我们。 If you have further requiements,please let us know. 8、恐怕我们餐厅给您留座到晚上8:00。 I'm afraid that we only can guarantee the table before 8:00in the evening. 二、迎宾 1 、上午好,欢迎光临。 。。。。Welcome to our restanrant. 2、我能为您做些什么 May I help you? 3、请问您是否有预定 Do you have a reservation? 4、请问您一共有多少人来用餐 How many persons 5、请这边走/请跟我来。 This way please/Follow me,please. 6、先生,您看见在这里可以吗 Would you like to sit here,sir? 7、您是愿意靠窗户坐还是靠门坐呢 Which do you prefer,by the window or near the door? 8、您对这张餐桌还满意吗 Is this table fine with you? 9、这是您的菜单,先生。
Daily Service 日常服务(酒店常用英语) Daily Service 日常服务 -(Knocking at the door.)-(敲门。) -May I come in?-我可以进来吗? -Come in,please.-请进。 -Please don't come in.-请不要进来。 -Just a moment(a minute),please.-请稍等一下。 -I'm sorry to disturb you.May I clean the room,sir?-对不起打扰你了，我来打扫一下房间好吗? -All https://www.doczj.com/doc/5014477404.html,e in,please.-好的，请进来。 -Please clean it when I am out.-我马上要出去，请等一会儿打扫。 -May I change the water of the thermos now?-我现在可以换水吗? -Yes,please.-请换吧。 -Some of my friends will come and see me this afternoon.Will you please give me some more hot bottles and tea cups? -下午我有几位朋友来访，请给加些热水瓶和茶杯。 -Well,we'll send tea into the room when the visitors come. -好，客人来访我们会端茶进来的。 -By the way,is there any mail for me?-顺便一下，有我的邮件吗?
-No.If there is,I'll give it to you in time.-没有。如果有的话，我会及时给你送来的。 -Why did you come in without my permission?-你为什么没经我允许就进来了? -It's my negligence.I beg your pardon.-我疏忽了，请你原谅。 -I come and make the bed.Shall I do it now or later?-我来做夜床，你看是现在做还是等会儿做? -Since you have come,you may do it now?-既然来了，现在就做吧。 -Here's your clean laundry.you'd better check it.-衣服洗好了，请您过目。 -I am collecting the fee of the long distance call.-我来收长途电话费。 -This is the bill for the room rent of half a day.-这是补半天房金的帐单。 -Here is a telegram for you.-这儿有一封你的电报。 -Why is it unsealed?-它怎么被拆开了? -Because there is no name of the receiver on the envelope,therefore the clerk uns ealed it in order to find out the name of the receiver. -因为电报封面没有收报人姓名，服务台为了查对姓名而拆开的。 -Have you lost anything today,sir?-先生，你今天丢过什么东西吗? -Yes,a wallet.I'm looking for it now.-丢了一只皮夹子，我正在找呢。 -What is there in the wallet?-皮夹子里有些什么? -My daughter's photo and some money.-有一张我女儿的照片，还有一些钱。 -Look,is this wallet yours?-看，这只皮夹子是不是你的? -Yes,it's mine.Thank you ever so much.-是我的，太感谢你了。
英语培训讲义培训对象：物业管理中心（处）客服部 一、常用基本词汇部分： 华敏·翰尊国际Huamin Empire Plaza 华敏世纪广场Huamin Century Square 物业管理中心（处）property management centre (office) 大厦、幢、楼tower/building 小区residential area(lot) 延安西路Yan’an Road West 楼层floor 一楼the first floor 二楼the second floor 三楼the third floor 地下一层：basement 1 地下二层: basement 2 左left；右right; 中middle; 数字表达： 1 one; 2 two; 3 three; 4 four; 5 five; 6 six; 7 seven; 8 eight; 9 nine; 10 ten; 11 eleven; 12 twelve; 13 thirteen; 14 fourteen; 15 fifteen; 16 sixteen; 17 seventeen; 18 eighteen; 19 nineteen; 20 twenty; 百hundred; 千thousand; 客户customer 业主owner 租户tenant 第一业主/租户the first owner/tenant 上任业主/租户the last owner/tenant 员工staff 保安部security department 安保人员security personnel
客服部customer service department 客服人员service staff 工程部engineering department 先生Mr.（+姓）、Sir（统称） 小姐Miss. （+姓） 女士Ms. （+姓）、madam（统称）经理manager 管理处主任director 卫生间washing room/toilet 电梯elevator/lift 楼梯stair 货梯goods lift 客梯guests lift 自动扶梯escalator 停车场parking area 地下车库underground garage 车位parking lot 邮局post office 办公室office 家、房间house 前台the reception desk The front desk 会所club 餐厅restaurant 物业管理费management service fee 电费charges for power 帐单bill 租金rental 转租sublease 找零small change 合同/公约contract/agreement 有偿服务paid service 保洁服务cleaning service 现金cash 支票check 发票invoice 收据receipt 伪钞forged bank note 投诉complaint 签收sign(v.) signature(n.) 打印/复印print/copier 二次装修the second fitting-up
酒店英语培训方案 应酒店员工要求，培训部在近期将举办英语培训班，开设“酒店英语口语课程”及“酒店职业（初、中、高级）英语课程”，酒店员工均可报名参加。具体课程安排如下 一、培训目标 提高酒店员工的英语水平，掌握酒店常用英语，基本能和外籍客人沟通。给有意向参加酒店职业英语等级考试的员工提供英语辅助。 二、培训课程 1.酒店初级英语 2.酒店中级英语 3.酒店高级英语 参考教材：《酒店英语口语实例大全》、《酒店职业英语（初、中、高级）》。 三、培训实施 培训方式：讲授、游戏、视频 1.激发学员对英语的学习兴趣，培养其每天练习英语的习惯； 2.从常见俗语、趣味英语中提炼并熟记大量英语单词； 3.互动式教学，通过英语小游戏、角色扮演等形式寓教于乐； 4.针对性培训，结合不同岗位服务需求，对前厅部、餐饮部、客房部 员工针对性培训； 5.观看外语电影。 以与酒店相关的基础单词和句子为主，通过学习，掌握吃、穿、住、行的表达方式。以口语教学为主，穿插语法、单词、阅读和写作，以全面提高员工的英文运用能力和口语表达能力。
培训地点：酒店培训教室 四、时间安排 每周一，下午15：00-17：00（初级） 每周三，下午15：00-17：00（中级） 每周五，下午15：00-17：00（高级） （每课时1.5小时，每四个课时为一个课程） 五、任课老师 由培训部在酒店范围内筛选三至四名培训老师（英语六级以上），并申请相关培训津贴（100元/课时）。 六、考核方式 1.课堂参与度占20%；出勤占10%。 2.小组演练占20%，自行选择场景对话，上台表演。5分钟/3人组。 3.闭卷考试占50%。 （考试合格员工颁发证书，并可参加下一阶段英语培训。取得高级证书员工，可享受50元/月语言津贴。） 七、其他 1.各部门负责人安排好部门员工班次，尽量使每个报名员工都能参加 培训。 2.培训部制定英语考核奖惩制度，并于员工考核后，将获得证书员工 名单张贴在员工宣传栏上。