喜来登酒店英语培训资料

Chapter 1. Courtesy English

Unit 1： GREETING & FAREWELLS

●

VOCABULARY

●

PHRASES ON THE JOB

Good morning Good afternoon Good evening Welcome back Hi 早上好 下午好 晚上好 欢迎回来 嗨 Hello How do you do? How are you? Fine, thank you, and you? 你好

你好

你好吗？ 很好，谢谢，你呢？

Fine, thanks, and you? Good-bye Good night Good-bye for now 很好，谢谢，你呢？ 再见 晚安 再见

It was nice to see you again. Have a good evening See you later. It was nice seeing you. 很高兴又见到你。 晚上愉快。 回头见。 很高兴见到你。 Have a good weekend Have a safe trip Have a good day Hope to see you again 周末愉快。 一路平安。 祝您愉快。 希望再见到您。 Thank you for coming (Thanks for coming) Look forward to seeing you again 感谢光临。 盼望再见到您。 ● LISTEN TO THE CONVERSATION

Listen to the guest and then fill the gap in each sentence. The guest ’s name is . The staff ’s name is . The guest will today.

He ’ll live in next time he comes.

● T ALKING TO THE GUEST

Staff : Good morning. Mr. Smith. How are you today>? Guest: Good morning. Jane. I’m fine, thanks, and you? Staff : I’m fine too. Are you checking-out today? Guest: yes, I think so

Staff : Did you enjoy your stay here? Guest: Y es, I did.

Staff : I hope our service is to your satisfaction

Guest: Sure. I’m very pleased with everything here.

Staff : Thank you. I wish you a nice trip home and look forward to seeing you again. Guest:

Thank you. I’ll definitely come to the Sheraton next time I’

m in Tianjin.

Find a partner and play the roles of the staff and the guest who will be on holiday soon.

OXFORD HUMOUR

The more I study, the more I know. The more I know, the more I forget. The more I forget, the less I know. So why study?

UNIT 2: INTRODUCTIONS

VOCABULARY

PHRASES ON THE JOB

My name is John Smith It ’s nice to meet you. It ’s nice meeting youi. 我叫约翰.史密斯。 很高兴见到您。 很高兴见到您。 I’m Mary Copper I’m pleased to meet you I’m glad to meet you. 我叫玛丽.库伯。 很高兴见到您。 很高兴见到您。 Let me introduce you to John Smith I’d like to introduce you to Mary Copper. 我把你介绍给约翰.史密斯。 我想把你介绍给玛丽。 I ’d like you to meet Mr. Thomson. I don’t think we ’ve met before 希望你认识一下托玛斯先生。 我想我们以前没见过。 Have we met before? Y ou ’re new here, aren ’t you? 我们以前见过面吗？ 你是新来的，对吗？

LISTEN TO THE CONVERSATION TALKING TO THE GUEST ： Staff : Good morning, sir, May I know your name? Guest: Certainly. My name is John Smith Staff : Would you please spell your last name? Guest: Sure. P-a-r-k-I-n-s-o-n, Parkinson.

Staff : How do you do Mr. Parkinson? Welcome to our hotel Guest: How do you do? V ery nice to meet you. Staff : Hope you ’ll enjoy you stay here. Guest: I think I will Staff : See you later. Guest:

See you.

Introduce yourself to a partner.

EXERCISE

Put in articles where needed.

A: Would you like cold milk? B: Y es, please. I’d like glass of beer if you ’ve got it. A: I’ll go and have a look in kitchen.

Y es, there ’s bottle here, but it isn ’t cold

B:

Never mind. Can I have piece of ice in it?

A: Sure. There is quite a lot in refrigerator.

IDIOMS ： No pain no gain. As busy as a bee. Hand and foot. As proud as a peacock. As hungry as a wolf Beat about the bush.

UNIT 3: APOLOGIES

VOCABULARY

PHRASES ON THE JOB

Excuse me I’m sorry please forgive me. That ’s Ok 打扰一下。 对不起。 请原谅。 没什么。 I do apologize That ’s all right Please accept our apology. 我很抱歉。 没关系。 请接受我们的 歉意。

Would you please wait a moment? Would you mind waiting a second? 请稍等好吗？ 请稍等好吗？

I didn ’t mean for that to happen. I assure you it won ’t happen again. 我是不想出这种事的。 我向您保证以后不再发生这种事。 T ALKING TO THE GUEST

Guest: Excuse me. I think there is a mistake in my bill.. Staff : I ’m sorry to hear that. I’ll check for you right away. Would you please wait a moment? Guest: OK. ( a moment later)

Staff :

I do applogize, Mr. Smith. There is a mistake in your bill. I assure you it won ’

t happen

again.

Guest: Well, that’s all right

EXERCISE

Put in the missing word.

Mr and Mrs Miller are from Austria. They often go shopping without their German guide.But they can’t to the taxi driver as they can a word of Chinese.They don’t know how to him where they want to go. And the driver doesn’t know how to to them because he dosen’t German. Mr. Miller to himself. “ I wish I could some Chinese.”

UNIT 4: OFFERING HELP

VOCABULARY

PHRASES ON THE JOB

Anything I can do for you? If there’s anything I can do to help, please let me know.

我能为您做些什么？如果有我能帮忙的话，请告诉我。

Can I help you? If I can be of assistance. Please do not hesitate.

我能帮忙吗？如果要我帮忙，别犹豫，尽管讲。

Do you need any help? I’d be very glad to help you.

要帮忙吗？很高兴认识你。

Can I give you a hand? If you wouldn’t mind.

要帮忙吗？如果你不介意。

If you don’t mind. If it’s no trouble

如果你不介意。如果不麻烦的话。

There’s no h urry please take your time

不着急。不着急。

Going up? Going down.

上楼吗？下楼。

LISTEN TO THE CONVERSATION

Staff :Excuse me, May I help you?

Guest: Y es, I’m looking for my room.

Staff :May I know your room number, please?

Guest: Y es, my room number is 358.

Staff :That’s at the other end of the corridor. Follow me. Please. I’ll show you to your room.

Guest: Thank you. It’s very kind of you.

Staff :It’s my pleasure to serve you. Please enjoy your stay.

Guest: Y es. I will.

Staff :Going up, sir?

Guest: Y es

Staff :Watch your steps, please, The floor is wet.

Guest: OK, Thank you..

Staff :By the way, may I help you with your luggage?

Guest: Sure, That’s very kind of you.

Staff :Y ou’re most welcome

PAIR WORK

Find a partner and play the roles of the guest and the staff. The guest wants to find the fitness center.

EXERCISE

Put little, a little, few or a few into the sentences.

We need more staff

There is milk left. Go and get some.

He asked for more salt.

UNIT 5: THANKS AND REPLIES

VOCABULARY

Repair 修理kitchen 厨房wire 电线light 灯noisy 吵indeed 的确by the way顺便说一下

Electrician 电器师colleague 同事as soon as possible 尽可能早help sb with sth帮助某人做某事

PHRASE ON THE JOB

Thanks Thank you very much Thank you ever so much

谢谢。非常感谢。太感谢了。

I appreciate that/it That’s very kind of you. Y ou are so sweet

我很感激。你太好了。你真甜。

Thank you just the same Y ou’re most welcome It’s my pleasure to serve you.

同样得感谢您。不客气。很荣幸为您服务。

That’s quite all right I’m pleased to be of services of you I know next to nothing.

一点儿关系也没有。愿意为您效劳。我几乎一窍不通。

LISTEN TO THE CONVERSATION

Listen to the talk between the guest and the staff an then decide whether the following statements are right or wrong.

The problem is in the bedroom.

One of the lights is broken.

Something is wrong with the TV as well.

The electrician will repair the TV right away.

T ALKING TO THE GUEST

Staff :Good afternoon. Miss Thomson. I’m here to repair your light.

Guest: That’s very nice. It’s this one in the kitchen. It doesn’t work

Staff :Let me have a look. Oh, a wire is loose. Now, it’s all right.

Guest: Y es, it is. Thank you very much indeed.

Staff :It’s my pleasure.

Guest: By the way, my telephone is too noisy. Could you please help me with this?

Staff : Sorry, I’m an electrician. I know next to nothing about telephone. But I’ll call my

colleague to come as soon as possible.

Guest : OK. Thank you just the same.

Staff : Not at all. Good-bye, Mrs. Thomson.

Guest : Good-bye

PAIR WORK

Find a partner and play the roles of the guest and the staff. The guest wants a baby cot.

EXERCISE

Put the verbs into correct tenses:

A: Which country (be) you from, Ms. Miller?

B: I (be) from Brazil.

A: Did you (come) yesterday?

B: No. I (come) the day before yesterday.

A: So you (stay) here from 2 nights

B: Y es, and I leave for home tomorrow.

UNIT 6：REQUESTS AND REPLIES

VOCABULARY

Favour 喜欢over there 在那边do sb a favour 为某人帮助next to 紧挨者look for 寻找request要求

Easy 容易reply 回答trouble 麻烦problem问题

PHRASES ON THE JOB

Would you please do me a favour? Could you do me a favour?

能帮我个忙吗？帮我个忙好吗？

Could I ask you a favour ?Could you do a favour for me?

帮我个忙好吗？帮我个忙好吗？

Could you possibly do a favour for me? Of course

帮我个忙好吗？当然。

No problem No trouble at all.I’d be glad to meet you

没问题。不麻烦。我会很高兴的。

LISTEN TO THE CONVERSATION

Listen to the talk between the guest and a staff and then answer 2 questions.

What’s the guest’s request?

Where could he find it?

T ALKING TO THE GUEST

Guest: Excuse me.

Staff :Y es

Guest: Could you please do me a favour?

Staff :Certainly. What can I do for you?

Guest: I’m looking for the Sales Department

Staff :That’s easy. It’s over there, next to the Information Desk

Guest: I see, Thanks a lot.

Staff :My pleasure.

PAIR WORK

Find a partner and play the roles of a guest and a staff. The guest wants to send a letter.

EXERCISE

Respond to the following using “Neither, Either or So”

I can’t speak English.

Christmas is an important holiday

I don’t like fish.

I’m very fond of sweet and sour pork.

UNIT 7：LONG THIME NO SEE

VOV ABULARY

Age 年代pretty 相当的on holiday 度假daughter 女儿granddaughter 孙女grandson 孙儿

Aunt 姨、姑、婶uncle 叔、伯、舅son 儿子first cousin 第一代表兄弟姐妹second cousin 第二代表兄弟姐妹

PHRASES ON THE JOB

Long time no see. I haven’t seen you for ages. Congratulations

LISTEN TO THE CONVERSA TION

Listen to the talk between the guest and the staff and then fill in the table with the information

The guest’s name is

She went

She has grandchildren

T ALKING TO THE GUEST

Staff :Good morning. How are you Ms. Jackson? Haven’t seen you for ages.

Guest: Y es. Long time no see. I’m fine, thanks. How are you?

Staff :Pretty well. Did you go on holiday?

Guest: Y es, I went back home because my daughter had a baby.

Staff :Congratulations

Guest: Thanks

Staff :A girl or a boy?

Guest: A girl

Staff :So you have a granddaughter now

Guest: A granddaughter? I’ve got three

Staff :Three granddaughters

Guest: Y es, and a grandson as well.

Staff :They must be very lovely

Guest: Sure. I enjoy them greatly.

PAIR WORK

Find a partner and play the part of a guest and a staff. The guest went back home because her brother was ill.

UNIT 8：ASKING PEOPLE TO REPEAT

VOCUBULARY

Reservation 预定nationality 国籍at least 至少I’m afraid 恐怕Australian 澳大利亚人plan计划

Pardon 原谅Beg 请求On the fourth floor 在四楼repeat 重复possible 可能intend打算

PHRASES ON THE JOB

Pardon? Please say it slowly. I beg your pardon I didn’t follow you

没听清？请慢慢讲。我没听清。我没听懂。

Would you please say it again?

请您再说一遍好吗？

LISTEN TO THE CONVERSATION

Listen to the conversation between the guest and the staff and then answer the following questions:

When did the guest get to the hotel>

What’s his name and nationality?

How long did he plan to stay?

What room did the staff give him?

T ALING TO THE GUEST

Staff :Good evening, sir, do you have a reservation?

Guest: No. I’m afraid not.

Staff :May I know your name, please?

Guest: Y es, I’m David White

Staff :Y our nationality?

Guest: I’m Australian

Staff :Sorry, I beg your pardon?

Guest: I’m Australian

Staff :I see. How long do you intend to stay?

Guest: At least a week. Possibly longer .

Staff :Good. I can give you a room on the 4th floor, is that all right?

Guest: Y es. It’s quite all right. Thank you very much.

Staff :Y ou’re most welcome.

ADDITIONAL EXPRESSION AND PHRASES

Sorry to have kept you waiting抱歉让您久等了。

Excuse me for interrupting抱歉打扰一下了。

It doesn’t matter没关系。

Please take your time别急。

I’ll try my best我将尽力而为。

It’s my pleasure to serve you为您服务很荣幸。

May I call you back可以给您打回去吗？

Can I assist you further?还能给您帮什么忙吗？

Sit down at this table, please请坐这张桌子。

I’ll take care of that.我来处理这件事。

Would you mind waiting for a moment?请稍等，您介意吗？

One for the road走前再喝一杯。

I’ll have another on ice我再要一杯加冰的。

Follow me, please.请跟我来。

Welcome back欢迎您回来。

Let me help you我来帮您。

There is no hurry别着急。

I’ll be with you in a moment我马上就来。

After you.您先请。

Chapter 2 General English

The hospitality industry in Chian is a growing industry with unique challenges. These challenges will be met by motivated and well trained professionals such as yourself. The English language is a tool that will enable you to communicate with a majority of the guests you meet a Sheraton. In addition, a new world of information and resources will be open to you as you can learn from people form different countries and cultures.

In today’s ever increasing competitive enviroment, the most valuable employeses are those people who have the ability to work in many different areas of the hotel. We call this ability “multi-skilled”,and in China one of the biggest barriers to achieving this goal is the language barrier.

Study hard, strive for excellence, and remember that at all times you represent Sheraton to our guests., other employees, and the community. Every week we spend 5 days or more per week at work. Why not make this time an investment in your future by taking on more responsibilities, being proactive, and learning as much as you can about our dynamic PEOPLE DRIVEN industry? With your new found “multi-skilled” English abilities and SGSS I guarantee you will have a bright, rewarding, and successful future!

UNIT 1: FINDING PLACES

VOCABULARY

Fax 传真miss 错过colleague 同事lift 电梯get off 下left 左right 右send 发达

Take 乘then 然后Front Office 前台Business Centre商务中心

PHRASES ON THE JOB

Could you please tell me? It’s on the second floor

请你告诉我好吗？在二楼。

It’s on the right side of the corridor Turn left

在走廊的右边。左拐。

LISTEN TO THE GUEST

Listen to the conversation between the staff and the guest and then fill in the blanks

The guest wants to send a

He should go to

He may go by

It’s on the floor

T ALKING TO THE GUEST

Staff: Good morning, madam. Can I help you?

Guest: Y es. Could you please tell me where I can send a fax?

Staff :Y ou may go the Business Centre. My colleague there can do it for you.

Guest: But where is the Business Centre?

Staff :It’s on the second floor, just above the Front Office. Y ou may take the lift here, get off on

the second，and then turn left. The Business Centre is on the right side of the corridor.

Y ou can’t miss it.

Guest: Thank you very much. Y ou’ve been of great help.

Staff :It’s my pleasure to be of service.

PAIR WORK

The guest wants to find the apartment building

Find a partner and play the role of the guest and the staff.

Using what you have learned

Make sentences with the following phrases:

Y ou’d better Get ready for / to

Have a day off in time

Set the table look forward to

UNIT 2：TIME

VOCABULARY’

Beijing Time 北京时间special 特殊的rate 价格correct 正确的rate 价格seem似乎

Cheaper 更便宜in the morning 在早上at night 夜里urgent 紧急的downtown市中心

Hour 小时difference不同、差别o’clock钟

PHRASES ON THE JOB

There’s a time difference of 6 hours. I’d better make the call in the evening

时差6小时。我最好晚上打电话。

That’s great Is it the correct time? It’s 5:50 by my watch.

太棒了。时间准吗？我的表是5点50分。

LISTEN TO THE GUEST

Listen to the talk between the guest and the staff and then decide whether the statements are right or wrong.

It’s 2:35 in the afternoon Y es/No.

The guest wants to make a call to Poland Y es/No

The special night rates start from 9:00 pm Y es/No

The time difference is 3 hours Y es/No.

T ALING TO THE GUEST

Guest: Excuse me. What time is it now?

Staff :It’s 2:25 by my watch;

Guest: Is it the correct time?

Staff :Y es, I think so .

Guest: Y ou use Beijing Time here, don’t you?

Staff :Y es, we do

Guest: Do you know what time it is now in Holland?

Staff :I guest it is about half past eight in the morning. There is a time difference of 6 hours

Guest: I see. I want to call back home. It seems I’d better make the call in the evening

Staff :I think so if nothing is urgent, because there are special rates at night after 9:00

Guest: Do you mean cheaper?

Staff :Y es

Guest: That’s great. Thank you

Staff :My pleasure

PROVERBS

A light heart lives long

Health is better then wealth.

A man becomes learned by asking questions.

UNIT 3：GETTING INFORMATION

VOCABULARY

Check 检查German 德国人over there 在那边American 美国人second 秒mean 意思

Wonder 奇怪stand for 代表taxi 出租车apartment building公寓楼

PHRASES ON THE JOB

What does this stand for ? Thank you for your help. Please wait a second

这代表什么？感谢您的帮助。请等一会儿。

I’ll check for you No wonder.

我给您查一下。难怪呢！

LISTEN TO THE CONVERSATION

Listen to the conversation and then fill in the table with the information about the lady’s friend.

NAME

ROOM NUMBER

NA TIONALITY

FIRST NAME

FAMILY NAME

T ALKING TO THE GUEST

Staff :Good morning, ma’am. Anything I can do for you?

Guest: Good morning. I’m here to see my friend. But I don’t know which building she lives in

Staff :Do you have her room number?

Guest: Y es, It’s 408

Staff :May I know your friend’s name?

Guest: Sure. Her name is Shelly, Shelly Wilson

Staff :Is she an American?

Guest: No, she is German

Staff :Please with a second. I’ll check for you

Guest: OK

Staff :Y es, here it is. She lives in Room 2408 in the apartment building over there

Guest: What does 2 mean?

Staff :It stands for the Apartment Building

Guest: I see. No wonder. Thank you for your help

Staff :Y ou’re welcome.

GUESSING RIDDLES

I go out every day but I never leave my home. What am I ?

What is it that can carry a message to anyone in any town?

What is it that when once lost you can never find again?

What is it that cannot burn in the fire and cannot drown in water?

UNIT 4：VISITING A GUEST

VOCABULARY

Visitor 客人exit 出口adapter 连接器need 需要brief ease 公文包out of order 坏了coupon奖券

Interesting 有趣

room key 钥匙tour guide 导游Food Mall 食品街

Ancient Culture Street古文化街

PHRASES ON THE JOB

I’m tied up at the moment. I’ll be off then.

我这会儿非常忙。到那时我就下班了。

Don’t worry. I did ask for one.

别担心。我确实要了一个。

LISTEN TO THE GUEST

Listen to the conversation between the guest and the staff and then answer the following questions.

What does the staff want to do?

Can the staff work now? why?

When should she come back?

What else dose the guest need?

Can the guest get it?

T ALKING TO THE GUEST

Staff :Good afternoon, Mrs Anderson. Can I clean your room now?

Guest: Could you please come back again. I’m tied up at the moment. I’ve some visitors

Staff :All right, no problem. When do you need me to come back?

Guest: How about 6:00. is that all right?

Staff :Sorry, I’ll be off then. I’ll finish working at 5:30. but don’t worry. One of my

colleagues will come.

Guest: OK

Staff :By the way, do you need an adapter?

Guest: Y es, I did ask for one

Staff :Here you are. I’ve got it for you

Guest: Thank you

Staff :Not at all.

USING WHAT YOU HA VE LEARNED

Draw a happy or sad face after each sentence.

The place is really neat.

It’s quite a large room

The pool is being repaired again?

Y ou’ve disconnected me twice.

I called three times, but nobody answered the phone

Y our manner is un-professional

I didn’t ask for that

The food is better than at home.

Y ou always run out of cigarettes

It’s quite all right. I’m satified.

UNIT 5: DAYS & DATES

VOCABULARY

Date 日期Sunday 星期日Monday 星期一Tuesday 星期二Wednesday 星期三Thursday星期四

Friday, 星期五Saturday 星期六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Spring 春天Summer 夏天Autumn 秋天Winter 冬天Easter复活节

Christmas圣诞节Spring festival 春节Lunar Calendar 阴历Good Friday,王蒙难日

PHRASES ON THE JOB

That is next Tuesday, isn’t it? My brother will get it on November 2nd

那是下星期二对吗？我弟弟将于11月2日收到。

Planes have to fly over the International Dateline How silly I am

飞机得飞越国际日期变更线。我真傻。

LISTEN TO THE GUEST

Listen to the conversation between the staff and the guest and then answer the following question.

What day is today?

What is the date today?

How long does it take for a letter to reach America?

What is the time difference between Beijing and New Y ork?

T ALKING TO THE GUEST

Guest: Excuse me. What day is today?

Staff :Today is Tuesday

Guest: It’s October the 27th, isn’t it?

Staff :Y es, it is

Guest: How long does it take for a letter to get to America?

Staff :About a week.

Guest: So if I send a letter today, my brother will get it on November 2nd. That is next Tuesday,

isn’t ?

Staff :No, it will be November 1st in America. Because planes have to fly over the International

Date

Guest: Y ou’re right. How silly I am.

USE WHAT YOU’VE LEARNED

Put the following dates into English.

5月2日8月9日3月15日4月1日12月25日

10月1日7月4日1月22日

Humor

Betty : Black hens are more clever than white hens, aren’t they?

Kelly : How do you know?

Betty : The black hens can lay white eggs, but the white hens cannot lay black ones.

UNIT 6: MAKING AN APPOINTMENT

VOCABULARY

Mid-Autumn Festival 中秋节wonderful 太棒了music 音乐important 重要的entrance 入口

Nut 坚果 a little bit 一点儿pick 摘采policy 政策celebrate 庆祝one-day trip一日游

Traditional传统的

PHRASES ON THE JOB

I wonder if you would like to join us. I think so. I will

不知您是否想和我们去。我想是的。我会的。，

I’m glad you like it. Thank you very much for telling me all this

我很高兴您能喜欢。非常感谢告诉我这些。

LISTEN TO THE GUEST

Listen to the conversation and decide whether the statements are right or wrong.

The trip is to the Summer Palace. s/No

There will be music and fruits at the party s/No.

The trip will take 2 days s /No.

The taxi leaves the hotel at 6:00am s/No.

T ALKING TO THE GUEST

Staff :Good morning . Mrs. Jones

Guest: Good morning.

Staff :Y ou know the Mid-Autumn Festival is coming. It’s an important traditional festival in

China. The Hotel is now organizing a one-day trip to the Great Wall. The holiday will be

celebrated with music and nut picking.

Guest: That’s a great idea. It will be wonderful.

Staff :Definitely, but how shall we go?

Guest: By the Hotel Taxi

Staff :What time shall we set out?

Guest: At 5:30 in the morning. The taxi will be waiting for you at the entrance. Please get there

a little bit earlier because the seat arrangement policy is on a first come, first serve basis.

Staff :Ok, I will. Thank you very much for telling me all this.

Guest: I’m glad you like it.

UNIT 7: ABOUT SIGHTSEEING

VOCABULARY

Place of interest 旅游景点visit 参观recommend 推荐scenic spot 观光景点just 恰好babysitter 保姆historic place 历史古迹capital 首都Dynasty 王朝travel agency 旅行社either…or…或者assist 帮助by train/bus 乘火车/汽车wonder 奇迹Tian An Men Square 天安门广场The Summer Palace 颐和园The Temple of Heaven 天坛

Ming Tombs明十三陵

PHRASES ON THE JOB

Right away.

马上。

Have a nice time.

祝您玩的愉快。

It’s a must.

那是个必看之处。

The Housekeeping Department will arrange it for you.

客房部会给您安排的。

How can I find a babysitter?

我怎么能找到个保姆。

LISTEN TO THE GUEST

Listen to the talk between the guest and the staff and name three things the guest needs.

1.

2.

3.

T ALKING TO THE GUEST:

Staff: Good morning, sir. Anything I can do for you?

Guest: Y es. My wife and I are going to Beijing tomorrow. This is our first visit, would you please recommend some places worth visiting?

Staff: Ok. There are a lot of scenic spots and historic places in Beijing since it has been the capital of the country for hundreds of years. I think the Palace Museum is a must. It’s just by Tian An Men Square. Emperors in Ming and Qing Dynasties once lived there. The Summer Palace, the Temple of Heaven, the Ming Tombs are points of interest, too.

Guest: And also the Wall.

Staff: Y es. People say it’s one of the seven wonders of the world.

Guest: Do you think I can see them all in one day?

Staff: Oh, no. Y ou need at least seven days.

Guest: How can we go to Beijing?

Staff: Y ou can go either by Hotel Taxi or train or bus.

Guest: Can I book our tickets at the Hotel?

Staff: Sure. The travel Agency is just behind you.

Guest: Y es, I see. That’s great, by the way…

Staff: Can I assist you further?

Guest: How can I find a babysitter? My son is only three years old. We don’t want to take him with us.

Staff: That’s easy. I call the Housekeeping Department right away.They can arrange everything for you.

Guest: Thank you ever so much indeed.

Staff: Y ou’re most welcome. I hope you enjoy your stay here and have a nice time in Beijing.

Guest: Sure, we will.

Chapter 3 Housekeeping English

UNIT 1: ENTER THE ROOM

V ACABULARY

Sheet床单fire sprinkler 灭火喷淋picture照片coat hanger 大衣架pillow 枕头mirror 镜子sofa沙发heating control 加热控制ice tongs 冰夹chair 椅子wall 墙telephone 电话bedside table 床头桌ceiling light 顶灯luggage stand 行李架swimming bag游泳袋window 窗户power socket 电源插座note pad 记事簿carpet 地毯curtain 窗帘blanket 毛痰shoe basket鞋篮matches 火柴ice bucket 冰桶security latch安全门

PHRASES ON THE JOB

Good morning.

早上好。

See you later.

再见。

May I clean your room?

我可以为您打扫房间吗？

Shall I come back later?

我可以过会儿再来吗？

Could you come back in an hour?

我能一小时后再来吗？

T ALKING TO THE GUEST:

Attend: Good morning, Housekeeping.

Guest: Good morning.

Attend: May I clean your room, sir?

Guest: Sorry, this is not the right moment.

Attend: Shall I come back later?

Guest: Y es please. Could you come back in an hour?

Attend: It is Ok. I’ll be back in an hour. Bye bye.

Guest: See you later.

PAIR WORK

Find a partner and play the role of the guest and the room attend.

Speak courteously and in full sentences.

The room attendant enters the room.

VOCABULARY

V ase scales disposal bag shower head rubbish bin door bottle opener face towel sink tap ashtray hand towel grab bar toilet soap dish exhaust fan bath tub shaving socket vanity flush toilet paper plug glass facial tissue soap shower curtain

USING WHAT YOU’VE LEARNED

Fill the words in the right place.

We cover the beds with a ___________

In the ___________ are cool drinks.

Can you turn off the ____________ , it’s getting cold here.

I need my shoes to be cleaned. I’ll put them in the ___________

After cleaning the glasses we put them on the ___________

Y ou can switch on the television with a ____________

My lamp does not work. Could you change the ____________ for me?

Do you have some ___________ to light my cigarette?

For the cleaning of the bathroom we have to use ____________

I don’t know the phone number. Can you please give me the ____________ , so that I can look it up.

UNIT 2 ：TURN DOWN SERVICE

VOCABULARY

dusting 去尘toilet brush 马桶刷子refuse bag 废物袋general cleaning vacuum 真空bucket桶mopping 拖地scrub 檫洗dustpan and brush 簸箕和刷子detergent 清洁剂vacuum cleaner 吸尘器mop 拖把shampoo 洗发水soap 香皂bath foam 浴液sewing kit 针线盒comb梳子tooth brush 牙刷moisturizer 润肤露shower cap 浴帽shoehorn鞋拔shoe shine檫皮鞋

PHRASES ON THE JOB

May I come in for turn down service?

Is there anything else I can do for you?

Just a moment.

I will go and get it at once.

Thank you very much.

Y ou’re welcome.

LISTEN TO THE GUEST

Listen to the conversation between the guest and the room attendant. Fill in the following table.

T ALKING TO THE GUEST:

Attendant: Good evening, may I come in for turn down service?

Guest: Y es, come in please.

Attendant: Is there anything else I can do for you?

Guest: Y es, I would like a few more towels.

Attendant: Sure. Just a moment. I will go and get them at once.

Here you are, sir.

Guest: Thank you very much.

Attendant: Y ou’re welcome.

Guest: Good night.

Attendant: Good night.

VOCABULARY

dry cleaning docket 干洗单breakfast menu 早餐菜单light switch 灯开关air conditioner vent 空调排风口pillow case枕套coffee table 咖啡桌wall paper 壁纸hair dryer 吹风机standing lamp 地灯valet stand 衣物架switch 开关desk chair （与书桌配套的）椅子laundry docket 洗衣单Do Not Disturb Sign 请勿打扰牌DND sign请勿打扰牌chest of drawers 带抽屉的柜厨sheer curtains 纱窗帘desk lamp 台灯television cabinet 电视柜furniture 家具single bed 单人床double bed 双人床desk书桌

PHASES ON THE JOB

Turn down service, may I come in?

是做夜床服务，我能进来吗？

Is there anything else I can do for you?

我能为您做些什么？

Have a good night.

晚安。

The same to you.

你也一样。

LISTEN TO THE GUEST

Listen to the conversation between the guest and the room attendant. Choose between right and wrong.

RIGHT WRONG

The guest asked for new laundry dockets.

He asked for it yesterday

The room attendant couldn’t get one on the same floor.

T ALKING TO THE GUEST:

Attendant: Good morning.

Turn down service. May I come in?

Guest: Oh no, Thank you. That is not necessary today.

Attendant: Is there anything else I can do for you, sir?

Guest: Well in fact there is. This morning I asked for new laundry bags but they still haven’t rough me some. Attendant: Oh, I’m sorry. Well, I’ll have to get one on anther floor.

Would you mind waiting for a minute?

Guest: No, no problem.

Attendant: Here you are, sir. Have a good night.

Guest: Thank you. The same to you.

USING WHAT YOU’VE LEARED

During turn-down service we put the ice cubes in the (refrigerator, ice tongs, ice bucket)

In the bathroom, we put the (matches, glasses, soap) next to the ashtray.

Every morning we have to collect the (laundry bags, laundry docket, breakfast menu)

For cleaning the (curtains, wall, carpet) we use the vacuum cleaner.

We have to use the (air conditioner vent, heating control, air conditioner) to control the cool air in the room. UNIT 3：GUESTS QUESTIONS

VOCABULARY

Bedside lamp 床头灯smoke detector 烟感器air conditioner 空调wardrobe 衣柜television guide 电视指南Please Make Up sign 请收拾房间牌PMU sign 请收拾房间牌slippers拖鞋drapes 布帘television电视bed 床battery电池ceiling屋顶glasses杯子

Laundry docket 洗衣单door 门window sill 窗台shopping b ag 购物袋menu菜单pen钢笔

PHRASES ON THE JOB

Good morning How are you today? V ery well, thank you

早上好。您今天好吗？很好，谢谢。

Where are you from? I’m form America Is there anything I can do for you?

您是哪里人？我是美国人。我能为您做些什么？

Could you please show me? Have a nice day/

您能领着我看看好吗？祝您今天快乐。

LISTEN TO THE GUEST

Listen to the conversation between the guest and the room attendant. Fill in the following table.

What’s the guest’s nationality?

When will the room attendant clean his room?

What is wrong in the room?

When will the room attendant call the engineering?

T ALKING TO THE GUEST

Attendant :Good morning, Madam, How are you today?

Guest : Good morning. V ery well, thank you. And you?

Attendant :I’m fine, too. Do you have any plans for today?

Guest : No, not really. Tomorrow I’ll fly back home.

Attendant :O’really, where are you from?

Guest : I’m from America. By the way, when are you going to clean my room? Attendant :I’ll come to your room as soon as I have finished this one. Why? Is there anything I can do for you?

Guest : Y es, there is. The tap in my bathroom is broken. Could you have it fixed for me? Attendant :Well, certainly. Could you please show me?

Guest : Y es, come in.

Attendant :Oh, I see. I’ll call the engineering department right away. They can fix it for you. Guest : V ery good. Thank you very much.

Attendant :My pleasure. Have a nice day.

Guest : The same to you. Good bye

PAIR WORK

Find a partner and play the role of the guest and the room attendant.

The guest is not satisfied with the cleaning of his room

(too much dust and the bed sheets are not clean etc.)

USING WHAT YOU’VE LEARNED

Something is wrong with these things. Write a sentence about each one.

1、Air conditioner

2、Door

3、elephone

4、Sink

PHARSES ON THE JOB

I’m terrible sorry. Do not disturb sign. Thank you very much

T ALKING TO THE GUEST

Guest : Good afternoon. Smith speaking

Attendant :Good afternoon sir. This is Nicole speaking from the Housekeeping Department.

I’m terribly sorry to disturb you, but when can we clean your room?

Guest : Why do you ask? Is there a problem?

Attendant :Well, your DND sign is still on your door.

Guest : Is it? I’m sorry. I forgot to take it of the door knob. Y ou can come whenever you want.

Attendant :Oh. Thank you very much.

饭店服务员常用英语口语

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.?

初级英语培训资料

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

酒店常用英语

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。

培训英语资料整理新

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

酒店前台英语培训

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.

酒店前台常用英语句子

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

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?

英语培训资料

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.

酒店常用英语词汇

Hotel English Words: make a reservation:预定 register：登记、注册 Room Reservation: 客房预订处 Book : 预订 book a room/ book a ticket Confirm : 确认 Counter : 柜台 Double room: 双人房 Single room: 单人间 Triple room:三人间 Standard room : 标准间 Family suite: 家庭套房 Deluxe suite : 豪华套房 Presidential suite : 总统套房 Double room with tiwn beds:有两张单人床的双人间 Double bed:双人床 Room change : 房价 Special rate : 优惠价 Service change: 服务费

Discount : 折扣 a 10 percent discount/off suites: 套房 How would you like to pay credit card or cash (您想怎么付款) ---Credit card: 信用卡 ---Cash : 现金 Name tag : 标签，行李牌 Luggage/baggage: 行李 Suitcase : 箱子 Handbag : 手提包 Valuables: 贵重物品 Breakable : 易碎的 Full name/complete name: 全名 Fill in : 填写 Nationality : 国籍 Departure date : 离开日期 Signature : 签名 Passport :护照 Receipt : 收据 Fine : 罚金 Sundry fee : 杂费

常用酒店服务英语汇编

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-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(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.sodocs.net/doc/4b9456363.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

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

酒店英语培训内容

京华世纪酒店英语培训教材 （目录） 第一部分国际音标及语音语调 第二部分酒店内部公共英语 第一单元酒店职位与职务 第二单元酒店部门英语 第三单元酒店常见设施 第四单元服务台常用词汇 第三部分酒店常用英语 第一单元称谓 第二单元欢迎与问候 第三单元介绍与寒暄 第四单元指引（指路）用语 第五单元询问信息（征询语） 第六单元祝愿语及回答 第七单元致歉与致谢语 第八单元提醒和告别用语 第九单元处理客人投诉 第十单元常见的餐厅英语问题 第十一单元其他用语 第四部分酒店岗位日常服务用语 第一单元前台类 第二单元客房类 第三单元餐饮类 第四单元康娱类

第二部分酒店内部公共英语 第一单元酒店职位与职务 董事长：Director 总经理：General Manager 总经办：Executive Office 总经办主任：Director of Executive Office 车队长：Chief Driver 行政干事：Executive Affairs 司机：Driver 文员：Clerk 电脑部经理：EDP Manager 电脑工程师：Computer Engineer 电脑操作员：Computer Operator

总工程师：General Engineer 高级工程师：Senior Engineer 值班工程师：Duty Engineer 主管工程师：Supervisor Engineer 电梯高级技工：Lift Senior Technician 空调高级技工：Air-conditioning Technician 锅炉高级技工：Senior Boiler man 强电值班技工：Duty Electrician 强电维修技工：Electrician 电梯技工：Lift Man 机修技工：Machination 弱电值班维修技工：Duty Electrician 强电维修高级技工：Senior Electrician 财务部总监：Financial Controller 财务部经理：Chief Accountant 会计部经理：Accounting Manager 成本部经理：Cost Controller 采购部经理：Purchasing Manager

常用酒店英语词汇大全如下

常用酒店英语词汇大全如下： Restaurant 酒店里面的称为餐厅，酒店外的可以叫饭馆或者餐馆都可以B&B 家庭式酒店 Boutique hotel 精品酒店 Resort 度假村 King-size 特大号床 Queen-size 大号床 Twin beds 双床房 Single bed 单床房 Double room 双人间 Single room 单人间 Suite 套房 Studio suite 公寓套房 Adjoining room 相邻房 Connecting room 连通房 Executive Floor 行政楼层 Bellboy 行李员 Concierge 礼宾 Receptionist 前台接待 Reception/Front desk 前台 Coach 旅游大巴 Reservation 预订(不是预定) Doorman 门房门童 Housekeeping staff 客房清洁人员

Room service 客房服务，有时特指客房送餐服务 Ground 花园 Tip 小费 Service charge 服务费 Turn down 开夜床服务(指的是傍晚的时候再次整理房间，使客人晚上睡的舒服) Executive room 商务房 Shuttle bus 班车 Do Not Disturb Sign /DND sign请勿打扰牌 Please Make Up sign /PMU sign 请收拾房间牌 check-out 退房 check-in 登记入住 lobby 大堂 Owner response: 业主回复 Porter门房 Hotel Concierge酒店礼宾部 Procurement Manager; Purchasing Manager采购部经理 Food & Beverage Manager; Catering Manager餐饮部经理 Table Hostess餐桌女服务员 Kitchen Hand; Kitchen Help; Kitchen Worker厨工 Cook; Chef厨师 Head Chef厨师长 Cook炊事员

酒店英语培训内容

CONTENT PAGES HOTEL COURTESY ENGLISH 2 CLASS TOPIC---introduction yourself 3 OPERATOR VOCABULARY 4 OPERATOR ENGLISH 4 CLASS TOPIC---our hotel 8 RESERV ATION ENGLSH 9 RESERV ATION ENGLISH 10 CLASS TOPIC---my colleague 13 RECEPTION VOCABULARY 14 RECEPTION ENGLISH 15 CLASS TOPIC---how to show the way 17 CONCIERGE ENGLISH 18 CONCIER GE ENGLISH 18 BUSINESS CENTER 20

Hotel Courtesy English Greeting 1 Good morning/afternoon/evening , Sir/Madam 早上好/下午好/晚上好/，先生/太太。 2 How are you today , Sir/Madam? 您今天过得好吗，先生/太太。 3 Welcome to our hotel , Sir/Madam! 欢迎来到我们酒店，先生/太太 4 Nice to meet you again , Mr. , Miss 很高兴再次见到您！ Offer help 1 May I help you , Sir/Madam? 有什么需要为您效劳的吗？ 2 Do you need help , Sir/Madam? 您需要帮忙吗？ 3 Anything I can do for you , Sir/Madam? 有什么需要为您做的呢？ 4 You are welcome! 不客气。 5 This is my pleasure. 这是我的荣幸。 Farewell 1 Thank you very much. 非常感激您的居住。 2 We are looking forward to seeing you soon. 我们希望再次见到您。 3 Enjoy your holiday/trip/journey. 祝您假期/旅途愉快！ 4 May I ask you any adverse about our hotel? 您能提供点关于我们酒店的建议吗？ 5 We will value your comments. 我们会关注您的意见。