酒店基础英语培训

酒店基础英语培训TheHotelEnglishByEragonKang欢迎大家！Welcometoourclass!IbisHotel宜必思宜必思是法国雅高酒店集团旗下的经济型酒店品牌。宜必思酒店遍布世界四十个国家和地区，900多家连锁酒店，宜必思在极具竞争力的价格下提供高标准的高质住宿与服务。精心设计的全装修卧室套间、7天24小时全天候的主要酒店服务以及现场饮食选择。Etiquette酒店礼仪关于礼仪Whatisetiquette?礼貌－言行举止仪表－穿着打扮专业－专业的服务得体－不冷漠、不过分、不做作周全－服务到位、照顾周全Tips小贴士:☆在面对语言不通的外籍人士时，一定要多加利用手势和肢体语言。☆用短句，简化自己的英语表达从而避免错误。Items内容Greeting问候与欢迎Direction指路与带领Thanks感谢与回答Apologies致歉与答复Checkin入住Checkout退房Farewell道别PARTONE问候与欢迎Goodmorning.(用于中午以前)Goodafternoon.(用于中午至下午六点以前)Goodevening.(用于下午六点过后)Hello/Hi!您好！Howareyou?您好吗？Glad/nicetomeetyou.见到您很高兴。Welcometoourhotel.欢迎到我们的酒店来！Nicetomeetyouagain.很高兴再次见到您。Haveagoodrest.祝您休息好！PARTONE问候与欢迎情景1：当国外客人来到大门前/前台时……1.Hello,sir!Welcome!先生您好，欢迎！2.Goodafternoon,sir!WelcometoIbisHotel/ourhotel!下午好先生，欢迎光临宜必思酒店！3.Goodevening,Ms.Nicetomeetyouinourhotel.MayIhelpyou?晚上好小姐，欢迎光临，请问我能为您服务吗？PARTTWO指路与带领Followme,please.请跟随我来。Thisway,please.这边请。It’soverthere.在那边。（用手指明方向）Walkstraightahead.一直往前走。Turnleft/right.往左/右转。Goupstairs/downstairs.上/下楼。Pleasegotothe2ndfloor.请到2楼。PARTTWO指路与带领情景2：当国外客人需要前台带领或指明到某处时……客人：Excuseme,where’sthetoilet/restroomplease?请问洗手间在哪儿？回答：It’soverthere.Turnrightatthecorner,please.在那边，前面角落处右转。或：Pleasegotothe2ndfloor.You’llseeitafteryougetofftheelevator.请您上2楼，出电梯就可以看到。客人：Thankyou.谢谢！回答：Mypleasure./Youarewelcome.不客气1.…在哪里？Whereis/Where’s…?2.卫生间/洗手间toilet/restroom/washroom/watercloset3.角落Corner4.左/右转Turnleft/rightUsefulWords常用词回顾5.楼层／地面Floor一／二／三…楼First/second/thirdfloor1st/2nd/3rd/4th…6.（从）…下来Getoff7.电梯Elevator/liftPARTTHREE感谢与回答（一）如何表达感谢？Thankyou(so/verymuch).谢谢您（非常感谢）。Thanksalot.多谢。Thankyouforcoming.谢谢您的光临。Thankyouforstayinginourhotel.感谢您在我们饭店下榻。Thanksforyourhelp.谢谢你的帮助。I’mverygratefultoyou.非常感谢您。PARTTHREE感谢与回答（二）感谢的应答：Youarewelcome./Welcome!不用谢。Mypleasure./Withpleasure.乐意效劳。Don’tmentionit.何足挂齿。It’sverykindofyou./Youaresokind.您真客气。PARTTHREE感谢与回答（三）情景3：当国外客人向你表示感谢，要懂得接受他的谢意……客人：Thankyou!(Thanksalot!)回答：Mypleasure!我的荣幸或:You’rewelcome!不客气PARTFOUR致歉与答复（一）真诚及时的道歉有时会很好的缓和尴尬气氛……Excuseme.请原谅/打扰一下I’msorry./Sorry.对不起I’mawfully/reallysorry.我真的很抱歉。It’smyfault.这是我的错。Iapologize./Iapologizeforyou/it/this.我抱歉。／我向你道歉。PARTFOUR致歉与答复（二）道歉的答复：That’sallright.这没什么。That’s/It’sOK.没事。Itdoesn’tmatter.没关系。Nevermind.不要紧，没关系。Let’sforgetit./Forgetaboutit./Forgetit.算了吧！PARTFIVE入住（一）情景4:询问是否有预订……问：Didyouhaveareservationwithus?/Didyoumakeareservation,please?您有预订吗？客人：No,Ijustarrivedinthisplace.没有，我刚到这里。回答：Wehavesinglerooms,doublerooms,suitesandluxurysuitesinourhotel.我们有单间、双人间、套间和豪华套间。Whatkindofroomwouldyoulike/prefer?Asingleroomoradoubleroom?您需要哪种房间？单人房还是双人房？客人：Iwantasingleroomwithwindow.单人间，有窗户回答：I’msorry,wedon’thaveanysingleroomsleft/allsingleroomshavebeenbooked,wouldyoulikeadoubleroom?对不起，我们没有单间了，双人间可以吗？客人：Yes,please.可以。1.预订Reservation/bookMake/haveareservation进行预订2.到达arrive3.Singleroom单间doubleroom双人间suite套间luxurysuite豪华套间4.Like喜欢／像……prefer更喜欢（比较级）UsefulWords常用词回顾5.窗户Window6.留下／离开Leave7.☆英语中的肯定答复Yes,please./Yep.OK,sir.Certainly,sir.Sure.Surething.Exactly.Sure,goahead.Sure,noproblem.PARTFIVE入住（二）情景5:询问入住天数、人数……问：Howlongdoyouplan/expecttostay?/Howmanydayswillyoustay?请问需要住几天？客人：Twodays,please.住两天。回答：OK.Howmanypeoplearethere,please?您一起有几个人？客人：Onlymyself.只有我一个人。回答：OK,sir.Pleasewaitamoment/second.好的，请稍等。1.多久……Howlong…2.多少……Howmany…3.待／留／保持Stay4.计划planUsefulWords常用词回顾5.期望／想做……Expect6.等待WaitWaitamoment/second/minute.稍等一下PARTFIVE入住（三）情景6:询问房价……客人：What’stheroomratetoday?今天房价多少？回答：Thepriceofasingleroomis170RMBperday./Thesingleroomrateis170RMBperday.单间的房费是每天170元。客人：OK,I’lltakeitfortwonights.一个单人间，住两晚。回答：Sure,noproblem.Thankyouverymuch,sir.没问题，先生。非常感谢。1.房价Roomrate/price2.……多少钱？Howmuch…What’sthepriceof…3.人民币RMB4.折扣discountCouldyougivemeanydiscount?有折扣吗？UsefulWords常用词回顾PARTFIVE入住（四）Couldyougivemeyourpassport?/MayIhaveyourpassport,please?麻烦出示一下您的护照。Yourroomnumberis246onthesecondfloor.您的房号是二楼的246室。Here’syourkeycard/roomcard.这是您的房卡。Youmaykeeptheroomtill2PM./You’llhavetoleave/vacateyourroomby2PM.您可以将房间保留到下午2点。Doyouneedamorning/wake-upcall,please?需要叫早服务吗？Wehavebreakfastforfreeon2ndflooreachmorningfrom7:30-9:30.早餐免费，每天上午7:30到9:30在2楼。1.护照passport2.房号RoomnumberNo./#3.房卡Roomcard/keycardUsefulWords常用词回顾4.点／整点O’clock2o’clock2点钟6.离开Leave7.空出，搬出Vacate8.免费Forfree/free洗衣服务PARTSIX道别情景7：客人退房后说再见：1.Seeyou,sir!/Hopetoseeyounexttime!期待下次光临！2.Goodbye!/Byefornow!再见！3.Haveaniceafternoon/evening/day!祝您下午／晚上／一天愉快！4.Wewishyouapleasantjourney.祝您旅途愉快！UsefulWords常用词回顾2.祝您有个愉快的…Haveanice/goodafternoon.Haveanice/goodday.Haveanice/goodevening.Haveanice/goodweekend.3.祝您…wishyou…3.旅途trip/journey1.再见Goodbye.Bye.Byefornow.Seeyou.Seeyoutomorrow.Seeyounexttime.Farewell.ROLEPLAY！角色扮演谢谢大家！Thankyou!