酒店英语ppt

酒店英语EnglishforHotelBusiness在酒店里所使用的英语会话，基本上是属于商业英语，与日常生活会话中所使用的英语略有不同，较注重礼节。概述非正式英语正式英语What’syourname?MayIhaveyourname?您贵姓？请问您贵姓大名？Doyouwantsometea?Couldyoulikesometea?您要喝茶吗？请问您想喝茶吗？Overhere,please.Couldyoucomethiswayplease?这边请。请您往这边走好吗？不说OK,Sure,Yeah等，而要说Certainly,Sir.Hey,uh-huh,Hangon等，也不适合在酒店中使用。别说“Idon’tknow.”回答“不知道”是非常不礼貌的说法。可以说“justamoment,please.I’llcheckthatforyou.”（请稍候，我来帮您确认），然后请有能力处理的人前来协助。对男性客人，尊称为Sir;面对女性客人时尊称为Ms.注意在招呼客人时，最好说“Excuseme,Sir(Ms)”,不要直接称呼Mr.或Ms.至于称呼小孩，可以直接使用Excuseme，但是不可以直接称呼boy或girl.基本待客英语•基本句型•招呼语•回答MayI...?Couldyou...?Wouldyou...?ShallI...?MayI...自己要做什么事时，使用MayI...MayIhaveyourname,please?MayIseeyourpassport,please?MayIknowyournationality,please?国籍Couldyou...麻烦客人时，可使用Couldyou...Couldyoufillouttheform,please?Couldyouwritethatdown,please?Couldyoudraftthefax,please?Couldyouholdtheline,please?Wouldyou...询问客人的喜好或做什么时，使用Wouldyou...Wouldyouliketeaorcoffee?Wouldyouliketotakeataxi?Wouldyoumindsittinghere?ShallI...提供建议协助、征求意见时，可使用ShallI...ShallIdrawthecurtains?ShallIdrawyouamap?ShallImakethereservationforyou?•Goodmorning.•Goodafternoon.•Goodevening.Goodmorning,sir.Areyouchecking-out?Goodafternoon,sir.WelcometoLIJIAHotel.Goodevening,Ms.MayIhelpyou?Goodmorning,sir.ThisistheFrontDesk.MayIhelpyou?招呼语中午之前中午至下午六点以前下午六点过后回答•一般性的回答Isee,sir.Certainly,sir.•请对方再等一会儿Justamoment,please.Thankyouforwaiting.Iamverysorrytohavekeptyouwaiting.Couldyouwaitalittlelonger,please?•要麻烦客人或是拒绝客人的要求IamafraidIcan’tdothat.Excuseme,sir.Pleaseletmepass.•道歉Iamverysorryforthedelay.Iamverysorryfortheinconvenience.Iwouldliketoapologizeforthemistake.回答•客人对自己说“Thankyou.”时回答Youarewelcome.Thankyouverymuch.Thankyou,sir.•交给客人某些东西时，可以说Hereyouare.Hereisyourroomkey.Hereitis.回答•当客人准备离开时Haveaniceday.PleaseenjoyyourstayWehopetoseeyouagainsoon.•当客人的英语难以理解时PardonPardonme?Ibegyourpardon?Couldyourepeatthat,please?回答•B=行李服务员（Bellman）•C=服务员(Clerk)•H=客房服务员（Housekeeping）•BC=领班（BellCaptain）•G=客人（Guest）TotheFrontDesk.带客人到柜台练习一B:Goodevening,Ms.WelcometoChina-trustHotel.G:Thankyou.B:Howmanypiecesofluggagedoyouhave?G:Justthisthree.B:Twosuitcasesandonebag.Isthatright?G:Yes.That’sall.B:I’llshowyoutotheFrontDesk.Thisway,please.I’llputyourbagsbythepostoverthere.G:Isee,thanks.B:Abellmanwillshowyoutoyourroomwhenyouhavefinishedchecking-in.G:OK.Fine.B:Pleaseenjoyyourstay.•Guest:Hello,I’dliketocheckinplease.•Hotelstaff:Certainly.CanIhavethenameplease?•Guest:MrHaroldSmith.HaroldSmith。•Hotelstaff:Ok,Areyoucheckingouttomorrow?•Guest:Yes,Iam.That’sright.•Hotelstaff:Willyouneedawakeupcall,sir?•Guest:Yesplease.At6.30am.•Hotelstaff:Okthen,yourroomis502onthefifthfloor.Breakfastisservedbetween6.30amand9am.Enjoyyourstay.•Guest:Thankyou.练习二•Whatnameisthereservationunder,please?•CouldIhaveyourpassportandcreditcard,please?•Doyouhaveareservation？•Sorrytokeepyouwaiting,sir.I’llcheckifthereisaroomavailable.It’lltakeoneminute,sir.Wouldyoulikeasingleroomoradoubleroom?Youcanalsogetasafedepositboxatourfrontdesk,sir.Yourangforalaundryservice?Youarewelcome.Ihopeyouhaveapleasantstay.•Wouldyoupleasefilloutthisregisrationcard?•Thisway,please.•Afteryou,sir.•Staff员工•Stuff材料，衣物•Regisrationcard登记卡•Putaway放置，•wardrobe[‘wɔ:drəub]衣柜•In-roomsafe室内保险箱•Safedepositebox保险箱•Valetservice送洗服务•Washandpress洗熨•Stain污点，瑕疵•Guarantee担保，保证•Limosinen.豪华轿车；大型豪华轿车