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高星级饭店客房英语培训教材HOUSEKEEPINGENGLISHTRAININGCOURSE内容ContainChapter1.CourtesyEnglish第一部分礼貌英语Chapter2.GeneralEnglishConversation第二部分基本会话Chapter3.HousekeepingEnglishConversation第三部分客房英语会话Chapter4.HousekeepingTerminology第四部分专业词汇CourtesyEnglishMulti-SkillHotelEngli1.见面打招呼:“GoodMorning,Sir/Madam.”“GoodAfternoon,Sir/Madam.”“GoodEvening,Sir/Madam.”“MayIhelpyou,Sir/Madam?”2.能讨人喜欢的谈吐:“Please”“ThankYou”“ExcuseMe”“PardonMe”3.客人喜欢听你称呼他的姓氏:“Mr.”“Mrs.”“Mr.&Mrs.”“Master”4.普通个人的称呼:“Sir”“Madam”“Miss”“Sir&Madam”5.团体客人的称呼:“Gentlemen”“Ladies&Gentlemen”“Ladies”“Lady&Cattlemen”6.见面时的寒喧:“Howareyoutoday,Mr.?”“Verywell,Thankyou.Andyourself.Sir?”7.应答客人呼唤的词句:“Yes,Sir/Madam.”“MayIhelpyou?”“I’llbewithyouinamoment,Sir/Madam.”“Sorrytohavekeptyouwaiting,Sir/Madam.”8.可以供应客人之要求时,应答:“Certainly,Sir/Madam.”“I’llgoandgetitrightaway,Sir/Madam.”“Yes,Sir/Madam.”“Immediately,Sir/Madam.”9.不能供应客人之要求时,应答:“Sorry,wehaveRunoutof.”“I’mterriblySorry.Wedon’thave.”“Awfullysorry.Sir/Madam.Wehavesoldout.”“I’mAfraidWedonothave.”10.一时未能肯定是否能供应客人之要求时,应答:“Ifyouwaitaminute,Sir/Madam.I’lltrytofindout.”“Yes,Certainly.Allowme.”11.自我介绍:“MyNameIs.Callmeanytime.I’mverygladtobeofservice.”12.当客人向你道谢时:“Mypleasure”“You’remostwelcome”“Gladtobeofservice”13.当客人向你道歉时:“That’squiteallright.”“Itdoesn’tmatter.”“It’sNothing.”14.让路给客人:“I’msorry.”15.客人微询你的同意可否拿走某物件时:“Certainly,Sir/Madam.Letmehelpyou.”“Goaheadplease.You’rewelcome.’“Yes,ofcourse.AllowMe.”CourtesyEnglishMulti-SkillHotelEnglish16.当不能答允客人的要求时:“Sosorrywecan’tdothat.It’sagainstourrules.”“I’mterriblysorry,wearenotpermittedtodothis.”“I’mafraidit’sagainstcompanypolicy.I’msosorry.”17.当客人由於客气而给你赏物时:“No,thankyou.You’reverykind.”“It’sawfullykindofyou.Butno,thankyou.”18.婉拒客人的要求时:“No.I’msorry.”“I’mafraidthat’snotso.”“I’mafraidnot.Unfortunately.”“Notreally.”“No,Sir/Madam.Itisnot.”19.中断与客人谈话时:“I’msorry.Sir.I’mbeingcalledaway.Haveapleasantday.Sir/Madam.”“Goodday,Sir/Madam.”20.若客人客气地先和你说“有个愉快的周未”的时候:“Youtoo,Sir/Madam.”“Andyou,Sir/Madam.”“TheSametoyou,Sir/Madam.’21.客人因他的缓慢,拙劣而面露尴尬时:“Pleasetakeyourtime,Sir/Madam.There’snohurry.”22.要打断客人的谈话时,应说:“Excusemeforinterrupting.”“MayItakeupafewmomentsofyourtime?”“MayISpeaktoyouforamoment,Sir/Madam?”23.当客人催促你时:“Sorrytohavekeptyouwaiting.I’llseetoitrightaway.”24.向客人展示单据等物时:“Hereisyour.Sir/Madam.”25.接听电话时:“Goodmorning/Afternoon/evening.Thisis.Mynameis.MayIhelpyou?”26.接受投诉或批评时:“Thankyoufortellingus,Sir/Madam.Iassureyouitwon’thappenagain.I’llspeaktoourmanageraboutit.Pleaseacceptourapology.”27.处理错误或达失时:“I’mterriblysorry.Therecouldhavebeensomemistake.Idoapologise.”“I’msorry,Sir/Madam.I’lllookintothematteratonce.”28.当你听不懂时:“I’msorry.Idon’tunderstand.I’llgetyouthemanager.”“I’msorry,Idon’tunderstand.Canyoupleaseshowme?”29.为客人指示方向:“Gostraightahead.”“Turnleft/rightatthefirstcorner.”“Gouptheescalator.”“Godowntothelobby.”“Sorry,I’mnotsure.Ifyou’llwaitaminute.I’llbegladtofindoutforyou.”30.请客人作某种事情时:“Couldyou(Signhere),please?”“MayIaskyouto(returnin5minutes)Sir/Madam?”“CouldIHave(yourname)Sir/Madam?”“Please(comethisway)GeneralEnglishConversationMulti-SkillHotelEnglishUNIT1:GREETINGS&FAREWELLSVOCABULARYwelcome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旅游weekend周末again再lookforwardto盼望satisfaction满意PHRASESONTHEJOBGoodmorning.GoodAfternoon.Goodevening.Welcomeback.早上好。下午好。晚上好。欢迎回来。Hello.Howdoyoudo?Howareyou?你好。你好你好吗？Fine,thankyou,andyou?Good-bye.Goodnight.很好，谢谢，你呢？再见。晚安。Itwasnicetoseeyouagain.Haveagoodevening.Seeyoulater.很高兴又见到你。晚上愉快。回头见。Haveagoodweekend.Haveasafetrip.Haveagoodday.Hopetoseeyouagain.周末愉快。一路平安。祝您愉快。希望再见到您。Thankyouforcoming.(Thanksforcoming)Lookforwardtoseeingyouagain.感谢光临。盼望再见到您。TALKINGTOTHEGUEST:Staff:Goodmorning.Mr.Smith.Howareyoutoday?Guest:Goodmorning,Jane.I’mfine,thanks,andyou?Staff:I’mfine,too.Areyouchecking-outtoday?Guest:Yes,Ithinkso.Staff:Didyouenjoyyourstayhere?Guest:Yes,Idid.Staff:Ihopeourserviceistoyoursatisfaction.Guest:Sure.I’mverypleasedwitheverythinghere.Staff:Thankyou.Iwishyouanicetriphomeandlookforwardtoseeingyouagain.Guest:Thankyou.I’lldefinitelycometotheRenaissancenexttimeI’minTianjin.GeneralEnglishConversationMulti-SkillHotelEnglishUNIT2:INTRODUCTIONSVOCABULARYintroduction介绍happy高兴spellout拼写出来meet会见glad高兴firstname名pleased高兴nice很好lastname姓certainly当然了pleasure高兴enjoy喜欢PHRASESONTHEJOBMynameisJohnSmith.It’snicetomeetyou.I’mgladtomeetyou.我叫约翰.史密斯很高兴见到您。很高兴见到您。I’mMaryCopper.I’mpleasedtomeetyou.我叫玛丽.库伯。很高兴见到您。LetmeintroduceyoutoJohnSmith.I'dliketointroduceyoutoMarySilver.我把你介绍给约翰.史密斯。我想把你介绍个玛丽。I’dlikeyoutomeetMr.Thomson.Idon'tthinkwe'vemetbefore.希望你认识一下托玛斯先生。我想我们以前没见过。Havewemetbefore?You’renewhere,aren'tyou?我们以前见过面吗？你是新来的，对吗？TALKINGTOTHEGUEST:Staff:Goodmorning.MayIknowyourname?Guest:Certainly.MynameisJohnParkinson.Staff:Wouldyoupleasespellyourlastname?Guest:Sure.P-a-r-k-i-n-s-o-n.Staff:HowdoyoudoMr.Parkinson?Welcometoourhotel.Guest:Howdoyoudo?Verynicetomeetyou.Staff:Hopeyou’llenjoyyourstayhere.Guest:IthinkIwill.Staff:Seeyoulater.Guest:Seeyou.GeneralEnglishConversationMulti-SkillHotelEnglishUNIT3:APOLOGIESVOCABULARYexcuse原谅apologize请求原谅mistake错误forgive原谅mind介意assure保