酒店英语培训

酒店英语培训•第一节、酒店基础英语•第二节、客房英语•第三节、餐饮英语•第四节、前厅英语第一节、酒店基础英语•一.酒店客房类型•二.酒店各部门岗位英语识别：•三.各部门服务：各服务点名称•四.房间物品英语识别：房间各设施物品英语识别•五、礼貌用语第一节：酒店基础英语•一、房间类型：•1.单人房-singleroom•2.双人房-doubleroom•3.标准间-standardroom•4.豪华客房deluxeroom•5.豪华套房deluxesuite1.ExecutiveOffice(EO)2.FrontOffice(FO)3.FoodandBeverage(FB)4.Housekeeping(HK)5.HumanResource(HR)6.SalesandMarketing(SM)7.FinancialDepartment(FIN)8.EngineeringDepartment(ENG)9.SecurityDepartment(SEC)10.PurchasingDepartment(pur)二、各部门名称1.ExecutiveOffice(EO)总办2.FrontOffice(FO)前厅部3.FoodandBeverage(FB)餐饮部4.Housekeeping(HK)房务部5.HumanResource(HR)人力资源部6.SalesandMarketing(SM)市场营销部7.FinancialDepartment(FIN)财务部8.EngineeringDepartment(ENG)工程部9.SecurityDepartment(SEC)保安部10.PurchasingDepartment(PD)采购部三、酒店各服务点英语•一、休闲、娱乐设施：•1.游泳池-swimmingpool•2.酒吧-bar•3.茶室-tearoom•4.健身房-gym•5.咖啡厅-coffeeshop•6.棋牌室-chessandcardroom•7.水疗spa•二、会议、商务设施：•1.会议室-Conferenceroom•2.商务中心-businesscenter•3.多功能厅-Multifunctionalhall•四、其他设施：•1.餐厅-restaurant/dining-room、•2.厨房-kitchen•3.大厅-lobby•4.休息区-restarea•5.洗衣房-laundry•6.停车场-parkingarea•7.公共区域-PA（publicarea）四、房间物品、设施•一、洗漱用品：•1.牙膏-toothpaste•2.牙刷-toothbrush•3.口杯-cup•4.毛巾-towel•5.剃须刀-shaver•6.梳子-comb•7.镜子-mirror•8.洗脸盆-washbasin•二、淋浴设施、用品：•1.浴室-bathroom•2.浴盆-bathtub•3.淋浴喷头-showerhead•4.沐浴露-bathfoam•5.洗发液-shampoo•6.香皂-toiletsoap•7.浴衣-bathrobe•8.浴巾-bathtowel•9.浴帽-showercap•10.脚巾-foottowel•11.拖鞋-slipper•12.睡衣-pajamas•三、床上用品：•1.bed•2.sheet•3.mattress•4.quilt•5.coverlet床罩/被单•6.pillow•7.blanket•四、电器设备：1.switch2.socket3.plug4.TV5.telephone6.fridge7.electricfan8.air-conditioning/airconditioner9.remotecontrol10.iron（[aiən]）•五、其他：Curtainbalconyhookclothes-hangercarpetrubbishbasketgarbagebagtoiletpaperashtraychairstoolsofateatableroomcard/key•6.节假日：⑴、西方节日：情人节-Valentine’sDay愚人节-AllFool’sDay母亲节-Mother’sDay父亲节-Father’sDay感恩节-ThanksGivingDay圣诞节-ChristmasDay⑵、中国节日：新年：-newyear’sday春节-SpringFestival元宵节-theLanternFestival端午节-DragonBoatFestival清明节-Tomb-SweepingDay中秋节-Mid-AutumnFestivalITEMS•Greeting问候•Thanks致谢回答致谢•Apologies致歉•Directions指路•Festivals节日•Department各部门名称•Facility设施•CourtesyEnglish礼貌英语注意事项：1、酒店英语是商务英语，较注重礼节。非正式英语What’syourname?正式英语MayIhaveyourname,please?2、别说“Idon’tknow.”可以说“justamoment,please.I’llcheckthatforyou.”I’llaskoursupervisor.YouarewelcomeIt’smypleasureThat’sallright.NotatallDon’tmentionit何足挂齿Apologies致歉•Excuseme•Iamsorry.•Iamawfullysorry.•It’smyfault.•Iapologizeforthis.Directions指路•Goupstairs/downstairs.•It’sonthe2ndfloor.•Thisway,please.Turnleft/right•Thiswaytotheelevator.•Followme,please.第二节客房英语LOGO•RoomCleaning•清理房间•ShowingRoom•为客人开房•LaundryService•洗衣服务•Emergencies•紧急情况1234OnGuest'sRequests回应客人的要求5ShowingRoom为客人开房LOGO1、为客人引路Bellmanshowsguesttohis/herroom.Introducehotelservice.等客人进入房间后，询问Howdoyoulikethisroom?Ifyouneedsomething,pleasecallme.Haveaniceday.）背景常识须知ShowingRoom为客人开房LOGO2、如何搭讪在等待电梯的空隙，如果始终一言不发，终究有些尴尬。所以，不妨准备一些话题跟客人搭搭讪——虽然未必有什么实质性的内容，但可以给客人一种友善、热情的感觉。例如：Isthisyourfirstvisithere?这是您第一次来这儿吗？Howdoyoulikethiscity?您觉得这个城市怎么样？Thiscityisfamousforitsethnicfood.这个城市以风味小吃驰名。It'sveryhottoday,isn'tit?今天真热，是吧?Yourchildissocute.您的孩子真可爱！背景常识须知句型精选LOGO1、招呼和带领客人A.WelcometoHotel!B.MayIseeyourroomcard?A.Yourroomnumber,please?A.Followme,pleaseB.Pleasewatchyourstep.A.Pleasetaketheliftonyourleft.句型精选LOGO2、回应客人的要求A.Rightaway,sir.我马上就去办，先生。A.I'llbring...toyourightaway.我马上就为您拿...来。A.I'mafraidwe'renotallowedtodoso.恐怕我们不允许这么办。A.I'llcheckwithmysupervisor.我得请示主管。情景对话LOGOM：Mary玛丽G：Guest旅客M:Here'syourroom,MrsLaura.Afteryou.G:Thankyou.M:ShowIputyourluggagehere?G:Ok,thankyou.M:Hereisthesafe.You‘llfinditsinstructioninourservicebooklet.It’sbythetelephoneG:Great!Thankyou.M:AnythingelseIcandoforyou?G:No,thanks.M:I'malwaysatyourservice,Mrs.Laura.Haveaniceday.Good-bye!句型精选LOGO1、请求清理房间A.Turn-downservice.MayIcomein？开夜床了，我可以进来吗？B.ShallIcomebacklater,sir?先生，要我等会儿再来吗？C.Whattimewouldbebetterforyou?您什么时间更合适呢？D.PleasecalltheFrontDeskwhenyouwantyourroomdone.当您需要清理房间时，请给前台打电话。句型精选LOGO2、进房清理A.MayIvacuumtheroomnow？我可以吸尘吗？B.MayItidyupyourdesk?我帮您整理一下书桌好吗？C.MayImovethis?我可以移动这个吗？D.Sure,goahead.好的，请吧。情景对话LOGOM：Mary玛丽G：Guest旅客M:（Knockingthedoor）Housekeeping.MayIcomein?G:Comein,please.M:Goodevening,ma'am.MayIdoyourroomnow?G:Sure.(Finishcleaningtheroom)M:I'mdone.Anythingelse,ma'am?G:No,thanks.句型精选LOGO背景常识须知1、添加物品*Iamoutofthetoiletpaper.我的厕纸用完了。*CanIhaveanextrapillow?我能多要个枕头吗？*Canyoubringmeahair-dryer?能给我拿个吹风机吗？*Rightaway,sir/ma'am.我马上去办，先生/女士。*Certainly,sir/ma'am.好的，先生/女士。句型精选LOGO背景常识须知2、客房设施出现问题There'sabadsmellinmyroom.我的房间有一股特别难闻的气味。Mytoiletisclogged.我的抽水马桶堵住了。Myceilingisleaking.我的天花板漏水。Theair-conditionerisn'tworking.空调坏了。I'msorrytohearthat.很抱歉听到这样的事。I'llasktheengineertocheckit.我叫工程人员来检查。Ittakestimetorepair.修理需要时间。Canyouchangearoomforme?可以给我换个房间吗？WouldRoom3102bealright?3102房间好吗？Couldyouchangearoom,sir?先生，您换个房间好吗？Wearereallysorryforthis.我们实在是非常抱歉。句型精选LOGO背景常识须知3、教客人使用保险箱*I'dliketousethesafe.我想使用这个保险箱。*Letmeshowyouhowtouseit.让我给您示范怎么使用它。*Youenterthepassword.您输入密码。*Youmaychangethepasswordbydoingthis.这样做，您就可以更改密码。*Hereistheinstructioncard.这里是使用说明卡。句型精选LOGO背景常识须知4、mini-bar添加饮品*CanIhavesomesprites?我能要些雪碧吗？*Doyouhaveicedt