饭店员工英语培训辅导材料

1酒店英语HotelEnglish第一部分公共知识TheFirstPartThePublicKnowledges一、饭店部门Departments董事会directorate,boardofdirectors总经理办公室generalmanager’soffice人事培训部personnelandtrainingdepartment财务部financedepartment前厅部frontoffice客房部housekeepingdepartment餐饮部foodandbeveragedepartment工程部engineeringdepartment保安部securitydepartment采购部purchasingdepartment营销部salesdepartment旅行社tourismagencydepartment工会tradeunion,laborunion康乐部entertainmentdepartment二、从业人员Staffs董事长boardchairman副董事长vice-boardchairman总经理generalmanager副总经理vice-generalmanager总经理助理assistantgeneralmanager经理manager副经理vice-manager大堂副理assistantmanager营销员salesman/saleswoman主管supervisor领班captain文员clerk行李员bellman/bellboy话务员operator秘书secretary收帐员cashier2总工程师chiefengineer电脑工程师computerengineer房务主管headhousekeeper楼层领班floorsupervisor公共区域领班publicareacaptain客房女服务员housemaid/attendant男服务员waiter餐厅女服务员waitress厨师chef行政总厨executivechef餐厅主管headwaiter商场营业员shopassistant驾驶员driver洗衣工laundryworker三、安徽饭店简介安徽饭店坐落于省会合肥市梅山中路18号，地处景色秀丽的西山风景区，北临清碧河塘，南眺繁华闹市，位距合肥骆岗机场9公里，火车站8公里，距省政府尚不足3公里，交通十分通捷。饭店主楼二十四层，建筑面积26000平方米，占地面积5.5公顷。包公故里，兴业宝地的合肥，自古以来是商贾云集、美食荟萃之地。安徽饭店作为安徽省首家四星级旅游涉外饭店，是安徽省对外开放的一个重要窗口。自一九九二年开业以来，先后接待来自世界40多个国家和地区的政府要员和首脑，接待境内外嘉宾350万人次，受到社会各界的高度赞扬，被皖籍著名科学家杨振宁教授誉为“故乡第一饭店”。TheBriefofAnhuiHotelAnhuiHotelislocatedonNo.18MeishanRoad,Hefei,thecapitalofAnhuiProvince.ThehoteltowersintheXishanscenicareaandfacesalimpidpond.Fromthetopofthehotelbuilding,youcanenjoyasuperbviewofthebustlingcity.It’squiteeasyofaccess,just9kilometersawayfromHefeiLuogangAirport,8kilometersawayfromtherailwaystationandlessthan3kilometersawayfromtheprovincialgovernmentadministration.Thehotelhasa24-storymainbuildingwithatotalareaof26,000squaremeters.AsBaozheng’snativeplace,Hefeihasalwaysbeenthegatheringplaceofvariousmerchantsandlocaldelicaciessince3ancienttimes.AnhuiHotel,thefirstfour-starinternationalhotelinAnhuiprovince,isalsoanimportantwindowforopeningtotheoutsideworld.Ithasreceivedpresidentsandgovernmentofficialsfromover40countriesandregions,andthreeandahalfmillionsofinboundguestssinceitopenedin1992.Ithasbeenhighlycommendedbypublicfiguresfromallwalksoflife,praisedas“thebesthotelinmyhometown”byProfessorYangZhenning,aworldfamousscientist.第二部分岗位英语TheSecondPartEnglishfortheDifferentPositions第一节总台英语EnglishfortheFrontDesk一、预订RESERVATION1.MayIhaveyourname?请问您的名字？2.xx.00RMBanightplus15%servicecharge,freedailybuffetbreakfast,noextrachargeforchildrenaged12yoursandunderoccupyingthesameroomwithadults.房价一晚xx.00加15%的服务费，早餐免费，12岁以下儿童和成人同住一个房间免费。3.Whenforandforhowlong?您哪天开始预订？多长时间？4.Forwhichdate?您要订哪天的房间？5.Howmanyinyourparty?你们一行几人？6.Icanbookyouasuiteforthe5thand6th.我可以为您在5日和6日订一个套间。7.Wecanconfirmaroomforthe7thand8th.我们可以确认您为7日和8日订的房间。8.Couldyouholdthelineplease,I’llchecktheroomavailability.Thankyouforwaiting….请别挂电话，我来查查有没有空房…..谢谢等候…..9.Wecanputyouonawaitinglistifyoulike,couldyoucallusagainclosertothedateorwouldyouliketoleaveyourphonenumber?我们可以把你的名字记下来，请你在接近预订日期再来电话或请您留下电话号码。410.Allreservedroomswillbehelduntil6:00p.m.onlyunlessguaranteed.所有预订的房间保留至下午18：00，除非属保证预订等。11.I’msorry,we’refullybookedfor(date),but….对不起，我们那天预订已满，但是……12.Wedon’thaveanystandarddouble,wouldyoumindastandardtwin?我们没有标准双人大床，单人床如何？13.I’msorry,wehavenorecordofareservationinyourname,whenwasitmade?对不起，我没有查到任何以你名义的预订，请问什么时候预订的？14.Whatwasthedateofreservation?您预订的日期是哪天的？15.Isthisanewreservationoraconfirmationcall?请问是预订还是确认？16.Inwhosenamewasthereservationmade?请问以谁的名字预订的？17.I’llcancelitthen,Ihopewecanhelpyouatsomeothertimethen.我把它取消，希望有机会为您服务。18.Thetimedifferencebetweenxxandxxis16hours.两地时差为16小时。19.Howlongwouldyoulikeustokeepit?你打算让我们保存多久？20.Wewilldeliveryourbaggagetoyourroomsoon.我们会把行李送到你的房间。二、接待RECEPTION1.Haveyougotareservation?有预订吗？2.MayIreconfirmyourdeparturedate?我可以再确定一下你预订的离店日期吗？3.You’llhavetoregisterindividually,please.请分别登记。4.Whatkindofroomswouldyoulike?要什么样的房间？5.MayIseeyourpassport?请给看下你的护照。6.Howmanypeoplehaveyougot?你们有几位？7.Therateincludesbreakfast.房费包括早餐。8.Wehavedoubleroomwithdoublebedorwithtwinbeds,executiveorstandard?我们有双人房有大床或小床…要商务层还是普通层？9.Wedon’thavestandarddouble,wouldyoumindanexecutivedouble?我们普通双人房没有了，商务双人房怎么样？10.Haveyougotanyidentification?5你有什么可以证明你身份的吗？11.Hereisyourkey,thebellmanwillshowyouup.这是你的钥匙，行李员会带你上去。12.Pleasepayatthecashier’s.请在收银处结账。13.We’llholdyourcardduringyourstay,youcouldalsopaycashifyoulikewhensettlethefinalaccount.你可先把信用卡放在我们这，离店时也可付现金。14.Ourcheckouttimeis12:00noon.退房时间为中午12点。15.Kindlysignyournameonthiscard.请在卡上签字。16.Forasuitethepricewouldbexx.00RMBplusservicecharge.套房的价格为xx元加上服务费。17.Servicechargeisnotincludedintheroomrate.房价不包括服务费。18.I’mafraidwehavenoroomsavailabletoday.恐怕今天客房全满。三、问讯INFORMATION1.Mr.Wang,what’stheproblem?王先生，您为什么要换房？2.We’llmakethechangeforyou.我们可以换房。3.I’mafraidyourroomisnotreadyyet,wouldyoumindwaitingforawhile?Weareverysorryfortheinconvenience.恐怕你房间还没收拾好，希望你不会介意在这里等一下，给你带来不便真对不起。4.Howmuchlongerwouldyouliketostay?您想延迟多长时间？5.Accordingtoourpolicy,ahalfday’srentsischargedagainstaroomnotvacatedby12:00noon.根据规定，房间在12:00前未退房的话，要加收半天房费。6.What’sthename,please?请问以什么名字（预订）的？7.Whendidhearrivehere?他什么时候到的？8.There’sacallforyou.你的电话。9.Who’scalling?请问你是哪位？10.Whowoul