酒店基础英语培训Basic Hotel English Training

IntroduceMyselfOurAgreement我们的协议YourImage=HotelImage您的形象=酒店形象Whenyouattendourtraining,pleasemakesurethat...当您参加我们的培训时,请注意以下事项：OurAgreement我们的协议*AlwaysBEPUNCTURAL准时ShowourWONDERFULGROOMING优秀的仪容仪表HavetheCellularPhoneOFF关闭手机OurAgreement我们的协议AlwaysmindourBEHAVIOR注意您的言行AlwaysBEPOSITIVEdrACTIVE积极参与AlwaysKEEPTHETRAININGVENUETIDY&CLEAN保持培训场所的整洁TheWayWeWork我们的工作方式Integrity诚信Ourcustomersknowweconsistentlydowhatwesay.我们的顾客知道我们始终是言行一致的。Trust信任Wehavefaithineachotherasastartingpointinourworkingrelationships.我们彼此的信任是我们建立工作关系的基础和起点。TheWayWeWork我们的工作方式Respect尊重Wetreateveryonewithdignity,whoevertheyare.我们尊重每一个人,无论他们是谁。OneTeam一体Weareonebusiness,andweallworkasateamtoleadandwin.我们从事同一个事业,我们象一个队伍一样前进并赢得胜利。TheWayWeWork我们的工作方式Service服务Wedowhatittakestodelivergreatservice.我们竭尽所能提供优质服务。OrganizationchartofHousekeepingDept.管家部组织结构图管家部HSKP房务中心ServiceCenter楼层GuestFloor公共区域PublicArea布草房LinenRoomTherelationshipbetweenthesectionsofHSKP管家部各分部之间的关系公共区域PublicArea楼层Floor布草房LinenRoom服务中心ServiceCenter布草房LinenRoom员工服客人服装脏布草PublicArea公区清洁维护整个酒店公共区域优雅舒适安全Floor楼层UsefulWordsHotelCenturyDepartmentHousekeepingFrontOfficeUsefulWordsFloorPublicAreaServiceCenterLinenRoomCaptainUsefulWordsFinanceManagerGuestCheckInUsefulWordsMorningNightEveningLeft/RightPart1:Greeting：问候语：GoodMorning早上好（00:00–12:00）GoodAfternoon中午好（12:00–18:00）GoodEvening晚上好（18:00-00:00）PART1Howdoyoudo?你好！Nicetomeetyou.很高兴见到您！Haveaniceday!祝您有愉快的一天！Greeting：问候语：PART2Thankyou！谢谢！It’sverykindofyou.您太客气了Thankyouforyourcoming!感谢您的到来！ExpressThanks：表达谢意：PART2ExpressThanks：表达谢意：Thankyouforyourcalling.感谢您的来电。Youarewelcome.不客气。It’smypleasure.很乐意为您服务。PART3Sorry/Excuseme对不起/请原谅。Sorrytokeepyouwaiting.抱歉让您久等了。MayIbegyourpardon？请您重复一遍好吗？Apologize：表达歉意：PART3That’sallright没什么。Itdoesn’tmatter没关系。Takeiteasy.没关系的。Apologize：表达歉意：PART4GivingDirection：指示方向：Gostraightahead,Please.请您一直往前走。Pleaseturnleft/right.请左转/请右转。Thiswayplease.请这边走。PART5OfferingHelp：提供帮助：HowmayIhelpyou?有什么可以帮您的吗？IsthereanythingIcandoforyou?有什么我可以为您做的吗?Letmegiveyouahand.让我帮您吧。PART6Remind：提醒客人Mindyourstep!当心您的脚下！Pleasebecareful!请小心！Pleasedon’tleaveanythingbehind.请别忘记东西。PART7Haveanicetrip!祝您一路顺风！GoodBye!再见！Goodbyeandhopetoseeyouagain.再见，希望您下次再来。Farewell：道别：PART8Internalcalls内线电话:Goodmorning,XXXdepartment,XXXspeaking,howmayIassist/helpyou?早上好，XXX部门，我是XXX，请问有什么可以帮您的吗？Example例如：Goodmorning,Housekeeping,Jasenspeaking,howmayIassistyou?早上好，管家部，我是Jasen,请问有什么可以帮你的吗？PART8Externalcalls外线电话:Goodmorning,XXXHotel,XXXspeaking,howmayIhelpyou?早上好,XXX酒店,我是XXX,请问有什么可以帮您的吗?Example例如：GoodMorning,YuanheCenturyHotel,JasenSpeaking,HowmayIassistyou？你好，元和世纪酒店，请问有什么可以帮您的吗？StaySmile······保持微笑Thankyou!