酒店公共英语应用培训

ENameofDepartment阳光酒店七部一室前厅部FrontofficeDpt餐饮部Food&BeverageDpt客房部HousekeepingDpt营销部Sales&MarketingDpt安保部SecurityDpt工程部EngineeringDpt财务部FinancialDpt人事行政办公室HumanResource&ExecutiveOfficeGREETING&FAREWELLSwelcome欢迎friend朋友farewell告别identify识别definitely肯定safe安全的enjoy喜欢pleased高兴sure当然trip(短程)旅行weekend周末again再lookforwardto盼望satisfaction满意VOCABULARYPHRASESONTHEJOBGoodmorning/Goodafternoon/Goodevening/Goodnight/Good-bye早上好/下午好/晚上好/晚安/再见WelcometoSoluxeHotel,Urumqi.欢迎来到乌鲁木齐阳光酒店Welcomeback欢迎回来Nicetomeetyou./Itwasnicetoseeingyou.很高兴见到您。Itwasnicetoseeyouagain.很高兴又见到您。Enjoyyourstaywithus.祝您入住愉快。Haveasafejourney(Haveasafetriphome)/Haveanicetrip/Haveagoodday/Haveagoodweekend.一路平安/旅途愉快/祝您有愉快的一天/周末愉快Hopetoseeyouagain./Lookforwardtoseeingyouagain盼望再见到您。Seeyoulater回头见。Thankyouforcoming感谢光临。Howareyou?您好吗？Fine,thankyou,andyou?很好，谢谢，你呢？PHRASESONTHEJOBCONVERSATIONStaff:Goodmorning,Mr.Smith.Howareyoutoday?员工：早上好，史密斯先生，您今天好吗？Guest:Goodmorning,Jane.I’mfine,thanks,andyou?客人：早上好，简。我很好，谢谢，你呢？Staff:I’mfinetoo.Areyouchecking-outtoday?员工：我也很好，您今天要离店了吗？Guest:yes,Ithinkso.客人：是的。Staff:Didyouenjoyyourstayhere?员工：您在这里住的还愉快吗？Guest:Yes,Idid.客人：是的，我很愉快。CONVERSATIONStaff:Ihopeourserviceistoyoursatisfaction.员工：我希望我们的服务能让你满意。Guest:Sure.I’mverypleasedwitheverythinghere.客人：似的，我对这里的一切都很满意。Staff:Thankyou.Iwishyouanicetriphomeandlookforwardtoseeingyouagain.员工：谢谢您，希望您一路平安并且盼望再一次见到您。Guest:Thankyou.I’lldefinitelycometoSoluxeHotelnexttimewhenI’minUrumqi.客人：谢谢你。当我下一次来乌鲁木齐的时候我一定会来阳光酒店的。APOLOGIESExcuse原谅apologize请求原谅mistake错误forgive原谅mind介意assure保证sorry对不起Rightaway马上happen发生bill帐单check检查assist协助VOCABULARYAPOLOGIESafraid恐怕accept接受beg乞求pardon请再说一遍disturb打扰immediately立刻地misunderstanding误解problem问题solve解决fix修理VOCABULARYPHRASESONTHEJOBIamsorry.对不起。Excuseme.抱歉/打扰了Idoapologize.我真诚地道歉。Pleaseforgiveme.请原谅。PHRASESONTHEJOBPleaseacceptourapology.请接受我们的歉意Iamsorrytohearthat.听到这个我非常抱歉。Iamsorrytodisturb.不好意思打扰一下。PHRASESONTHEJOBWouldyoupleasewaitamoment?请稍等好吗？Wouldyoumindwaitingasecond?请稍等好吗？I’llfixtheproblemrightaway.我将立刻为您解决。PHRASESONTHEJOBIamsorrytohavekeptyouwaiting.不好意思让您久等了。Iassureyouitwon’thappenagain.我保证同样的事情绝不再次发生。Ibegyourpardon.不好意思，请您重复一遍。Sorryfortheinconvenience.对不起给您造成不便。CONVERSATIONGuest:Excuseme.Ithinkthereisamistakeinmybill.客人：不好意思，我想我的账单这里有一个错误。Staff:I’msorrytohearthat.I’llcheckforyourightaway.Wouldyoupleasewaitamoment?员工：非常抱歉，我会马上帮您检查一遍，您可以稍等一下吗？Guest:OK.(Amomentlater)客人：好的。（一会儿之后）CONVERSATIONStaff:Idoapologize,Mr.Smith.Thereisamistakeinyourbill.Iassureyouitwon’thappenagain.员工：我很抱歉，史密斯先生。您的账单确实有错误，我向您保证不会再有此类事情发生。Guest:Well,that’sallright客人：好的，没关系。OFFERINGHELPVOCABULARYappreciate感激grateful感谢offer提供assist帮助favor喜欢desire渴望request要求hesitate犹豫mind介意trouble麻烦welcome欢迎follow跟随corridor走廊show展示serve服务end尽头PHRASESONTHEJOBHowmayIhelpyou?/HowmayIassistyou?有什么可以帮您？Doyouneedanyhelp?要帮忙吗？CanIhelpyou?我能帮忙吗？Ifthere’sanythingIcandoforyou,pleaseletmeknow.如果有我能帮忙的话，请告诉我。IfIcanbeofassistancepleasedonothesitatetoletmeknow.如果要我帮忙，别犹豫，尽管讲。PHRASESONTHEJOBI’dbeverygladtohelpyou.很高兴为您服务。Ifyoudon’tmind.如果你不介意。Ifit’snotrouble如果不麻烦的话。There’snohurry./pleasetakeyourtime.不着急。CONVERSATIONStaff:Excuseme,HowmayIhelpyou?员工：打扰一下，有什么我可以帮您的？Guest:Yes,I’mlookingformyroom.客人：是的，我正在找我的房间。Staff:MayIknowyourroomnumber,please?客人：可以的话请告知我您的房间号码吗？Guest:Yes,myroomnumberis4301.客人：好的，我的房间号码是4301.Staff:That’sattheotherendofthecorridor.Followme.Please.I’llshowyoutoyourroom.员工：这间房间在走廊另一边的尽头。请您跟着我，我可以带您去您的房间CONVERSATIONGuest:Thankyou.It’sverykindofyou.客人：谢谢你。你真是太好了。Staff:It’smypleasuretoserveyou.Pleaseenjoyyourstay.员工：为您服务是我的荣幸，希望您入住愉快。Guest:Yes.Iwill.客人：好的，我会的。Staff:Theflooriswet,pleasewatchyoursteps.员工：地板是湿的，注意您的脚下。CONVERSATIONGuest:OK,Thankyou.客人：好的，谢谢。Staff:Bytheway,mayIhelpyouwithyourluggage?员工：顺便问一下，我可以帮您处理您的行李吗？Guest:Sure,That’sverykindofyou.客人：当然，你真是太好了。Staff:You’remostwelcome.员工：您真是太客气了。THANKS,REQUESTSANDREPLIESVOCABULARYindeed的确favor喜欢colleague同事overthere在那边problem问题lookfor寻找request要求easy容易reply回答trouble麻烦PHRASESONTHEJOBbytheway顺便说一下assoonaspossible尽可能早helpsbwithsth帮助某人做某事PHRASESONTHEJOBdosbafavor为某人帮助Thankyouverymuch/Thankyousomuch非常感谢。Iappreciatethat/it我很感激。That’sverykindofyou.你太好了。PHRASESONTHEJOBYouaresosweet你真体贴。Thankyoujustthesame同样得感谢您。You’remostwelcome您太客气了。PHRASESONTHEJOBIt’smypleasuretoserveyou.很荣幸为您服务。That’squiteallright一点儿关系也没有。Wouldyoupleasedomeafavor?/Couldyoudomeafavor?/Couldyoudoafavorforme?能帮我个忙吗？Ofcourse/Noproblem/Notroubleatall.当然。/没问题。/一点都不麻烦。CONVERSATIONGuest:Excuseme.客人：打扰一下。Staff:Yes.员工：请讲。Guest:Couldyoupleasedomeafavor?客人：可以帮我一个忙吗？Staff:Certainly.WhatcanIdoforyou?员工：当然。我可以帮您什么？CONVERSATIONGuest:I’mlookingfortheSalesDepartment.客人：我正在找营销部。Staff:That’seasy.It’soverthere,nexttotheInformationDesk.员工：很好找。就在那里，服务台的后面。Guest:Isee,Thanksalot.客人：我明白了，非常感谢。Staff:Mypleasure.员工：别客气。