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前厅部英语培训教材目录1.酒店通用英语…………………………………………（１）a)常用句型b)部门英语名称2.迎宾用语………………………………………………（２）a)常用句型3.客房预定………………………………………………（２）a)基本词汇b)常用句型c)样本对话4.前厅接待………………………………………………（３）a)基本词汇b)常用句型c)样本对话5.商务中心………………………………………………（５）a)基本词汇b)常用句型c)样本对话6.结账退宿………………………………………………（７）a)基本词汇b)常用句型c)样本对话7.附录……………………………………………………（９）I.前厅部常用词汇a)服务台常用词汇b)电讯服务II.前厅部组织架构英汉互译III.月份、星期、数字表达君家酒店(kinghouse)培训教材1酒店通用英语1、常用句型：答谢语Thanks1.非常感谢。Thankyouverymuch.2.不客气。Youarewelcome.道歉语Apologies3.对不起。I’msorry.4.劳驾。Excuseme.5.抱歉让您久等了。Sorrytohavekeptyouwaiting.6.我没明白您的意思，我马上请我们经理过来。Idon’tunderstand.I’llgetthemanager.7.没关系。That’sallright.8.我马上就办。Iwilldoitrightaway.9.听到这件事我很抱歉。I’msorrytohearthat.提醒用语Notice10.请小心。Pleasebecareful.11.别担心。Don’tworry.12.放心好了。Takeiteasy.13.请稍等。Justamoment,please.提供帮助OfferingHelp14.请走这边。Thisway,please.15.能请您跟我走吗？Couldyoupleasefollowme?16.洗手间在那边。Therestroomisoverthere.再见&祝福用语Parting&Goodwishes17.明天见.Seeyoutomorrow.18.祝你们玩得愉快!Haveagoodtime19.圣诞快乐.MerryChristmas!20.新年/中秋节/生日快乐！HappyNewYear/Mid-AutumnDay/Birthday!2、酒店部门英语名称：1．ExecutiveOffice行政办公室2．HumanResourcesDept.人力资源部3．FrontOffice前厅部4．HousekeepingDept.客房部5．Food&BeverageDept.餐饮部6．RecreationalDept.康乐部7．FinancialDept.财务部8．SalesDept.销售部9．PurchaseDept.保安部10．EngineeringDept.工程部君家酒店(kinghouse)培训教材2迎宾用语1、常用句型1.您好。Howdoyoudo.2.您好吗？Howareyou?3.早上（下午、晚上）好。Goodmorning,(afternoon,evening).4.欢迎光临君家酒店。WelcometoKing-househotel.5.欢迎入住我们酒店。Welcometostayinourhotel.6.希望您住店愉快。Hopeyou’llenjoyyourstayinghere.客房预定1、基本词汇reserve预定holdtheline不挂断single单个的twin一对的double一双的availability可用性per每一的unguaranteed无担保的AmericanExpress美国运通卡scheduled如期的2、常用句型1.您好，客房预定部，请问有什么可以帮助您？Goodmorning,Roomreservations.MayIhelpyou?2.我想预定一个房间。Yes,I’dliketoreservearoom.3.谢谢您，要定在什么时候吧？您一行有多少人？Thankyou,sir.Forwhichdateandhowmanyguestswilltherebeinyourparty?4.四月16日到20日。只有我和我太太。FromApril16thto20th,Justmywifeandmyself.5.请别挂断好吗？Couldyouholdtheline,please?6.我来查一下是否有空房间。I’llcheckourroomavailability.7.您能告诉我您的姓名和电话号码吗？MayIhaveyournameandphonenumber,please?8.您想要什么样的房间？Whatkindofroomwouldyouprefer?9.您希望住几晚？Howmanynightsdoyouwishtostay?10.让您久等了，先生/女士。Thankyouforwaiting,sir/ma’am.11.单人房/双人房每晚**人民币。Asingleroom/atwinroom(adoubleroom)is**RMB.君家酒店(kinghouse)培训教材33、样本对话R=ReservationClerkG=GuestR:Goodmorning.RoomReservation.MayIhelpyou?G:Yes,I’dliketoreservearoom.R:Thankyou,sir.Forwhichdateandhowmanyguestswilltherebeinyourparty?G;FromApril16thto20th.Justmywifeandmyself.R:Atwin,please.G:Couldyouholdtheline,please?I’llcheckourroomavailability.(Afterawhile)Thankyouforwaiting,sir.WehaveatwinroomatUS$180pernight,willthatberight?G:Ok,I’lltakeit.R:Thankyou,sir.MayIhaveyournameandyouphonenumber,please?G:Sure.MynameisLiFang,andmyphonenumberis13615500547.R:Mr.Li,phonenumberis13615500547…Excuseme,howdoyouspellyourfirstname?G:It’sL,I.R:L,I.thankyou,Mr.Li.MayIknowyourarrivaltimeonApril16th?G:Around9:00p.m..R:Mr.Li,fortheunguaranteedreservation,wecanonlyholdtheroomby6:00p.m.,becauseitisthepeakseasonnow.Ifyoumakeaguaranteedreservation,wecanholdtheroomovernight.Wouldyouliketomakeaguaranteedreservationbycreditcard?G:Fine,DoyouacceptAmericanExpress?R:Yes.MayIknowthenumber?G:It’s134986.R:Thankyou,Mr.Li.You‘vemadeaguaranteedreservationattheChuZhouKing-househotel,fromApril16thto20thfor5nights.Ifyoucan’tarriveasscheduled,pleaseinformusbeforep.m.onApril16th.Thankyouforcallingandwelookforwardtoservingyou.前厅接待1、基本词汇Registration登记form表格luggage行李cart手推车apologize道歉check-in登记入住record记录exactly完全正确payment付款2、常用句型1.下午好，欢迎光临**酒店。Goodafternoon.Welcometo**Hotel.2.能为您效劳吗?MayIhelpyou?3.请填这张登记表好吗？Couldyoufillouttheregistrationform,please?4.谢谢您，**先生，您的房间号为*楼的***房。Thankyou,Mr.**.Yourroomnumberis****,thatisonthe*thfloor.君家酒店(kinghouse)培训教材45.服务员会带您过去。Abellmanwillshowyoutheroom.6.希望您住的愉快。Pleaseenjoyyourstay.7.我派个行李员来帮您搬行李。I’llsendaportertohelpyouwiththeluggage.8.请让我来帮您拿行李。Letmehelpyouwiththeluggage.9.您一共有几件行李？Howmanypiecesofluggagedoyouhave?10.请稍候，我去推一辆行李车来。Justaminute,please.I’llbringatrolley/baggagecart.11.我们为您做的是在太有限了。Thisisreallytheleastwecandoforyou.12.我们可能忽略了一些细小的地方。Wemighthaveoverlookedsomepoints.13.可能是除了什么差错。Therecouldhavebeensomemistake.14.实在对不起。Idoapologize.3、样本对话C=FrontOfficeClerkG=GuestC:Goodafternoon.WelcometoKing-househotel.MayIhelpyou?G:Yes,I’dliketocheck-in,please.C:Certainly,sir.MayIhaveyourname,please?G:I’mPollyGreen.C:Doyouhavereservationwithus,Mr.Green?G:Yes,fromtonight.C:Justamoment,please.I’llcheckourreservationrecord.(Afterawhile)Thankyouforwaiting,Mr.Green.YourreservationisforatwinfromMarch5thto7thforthreenights.Isthatallright?G:Exactly.C:Couldyoufillouttheregistrationform,please?G:Fine.(Fillintheform)C:Howwouldyouliketomakepayment?G:ByAmericanExpressCard.C:MayItakeaprintofthecard,please?G:Sure,hereyouare.C:Thankyou,Mr.Green.Yourroomnumberis2008,that’sonthe8thfloor.Abellmanwillshowyoutheroom.Pleaseenjoyyourstay.（处理投诉）C=FrontOfficeClerkG=GuestC:Goodevening,FrontOffice.CanIhelpyou?G:ThisisMrs.Green,Room2046.I’vejustcheckedinandI’mnothappywithmy君家酒店(kinghouse)培训教材5room.C:MayIknowwhatiswrong?G:Theroomissmellyandthereissomeone’shaironmybed!Ididn’texpectsuchthingswouldhappeninyourhotel.C:I