1、酒店英语培训酒店英语培训第1页/共72页第2页/共72页 第3页/共72页二、各部门名称第4页/共72页7.Financial Department(FIN)财务部财务部8.Engineering Department(ENG)工程部工程部9.Security Department(SEC)保安部保安部10.Purchasing Department(PD)采购部采购部第5页/共72页第6页/共72页第7页/共72页第8页/共72页第9页/共72页 第10页/共72页第11页/共72页第12页/共72页第13页/共72页第14页/共72页第15页/共72页You are welcome Its
2、 my pleasure Thats all right.Not at all Dont mention it 何足挂齿何足挂齿第16页/共72页第17页/共72页第18页/共72页第二节第二节 客房英语客房英语LOGORoom Cleaning 清理房间清理房间Showing Room 为客人开房为客人开房Laundry Service 洗衣服务洗衣服务Emergencies紧急情况紧急情况1234On Guests Requests 回应客人的要求回应客人的要求5第19页/共72页Showing Room 为客人开房为客人开房LOGO1、为客人引路、为客人引路Bellman shows g
3、uest to his/her room.Introduce hotel service.等客人进入房间后，询问等客人进入房间后，询问 How do you like this room?If you need something,please call me.Have a nice day.）背景常识须背景常识须知知第20页/共72页Showing Room 为客人开房为客人开房LOGO2、如何搭讪、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些话题跟客人搭搭讪虽然未必有什么实质
4、性的内容，但可以给客人一种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：友善、热情的感觉。例如：Is this your first visit here?这是您第一次来这儿吗？How do you like this city?您觉得这个城市怎么样？This city is famous for its ethnic food.这个城市以风味小吃驰名。Its very hot today,isnt it?今天真热，是吧?Your child is so cute.您的孩子真可爱！背景常识须背景常识须知知第21页/共72页句型精选句型精选LOGO1、招呼和带领客人、招呼和
5、带领客人A.Welcome to Hotel!B.May I see your room card?A.Your room number,please?A.Follow me,pleaseB.Please watch your step.A.Please take the lift on your left.第22页/共72页句型精选句型精选LOGO2、回应客人的要求、回应客人的要求A.Right away,sir.我马上就去办，先生。A.Ill bring.to you right away.我马上就为您拿.来。A.Im afraid were not allowed to do so.恐怕
6、我们不允许这么办。A.Ill check with my supervisor.我得请示主管。第23页/共72页情景对话情景对话LOGO M：Mary 玛丽 G：Guest 旅客M:Heres your room,Mrs Laura.After you.G:Thank you.M:Show I put your luggage here?G:Ok,thank you.M:Here is the safe.Youll find its instruction in our service booklet.Its by the telephoneG:Great!Thank you.M:Anythi
7、ng else Ican do for you?G:No,thanks.M:Im always at your service,Mrs.Laura.Have a nice day.Good-bye!第24页/共72页句型精选句型精选LOGO1、请求清理房间、请求清理房间A.Turn-down service.May I come in？开夜床了，我可以进来吗？B.Shall I come back later,sir?先生，要我等会儿再来吗？C.What time would be better for you?您什么时间更合适呢？D.Please call the Front Desk wh
8、en you want your room done.当您需要清理房间时，请给前台打电话。第25页/共72页句型精选句型精选LOGO2、进房清理、进房清理A.May I vacuum the room now？我可以吸尘吗？B.May I tidy up your desk?我帮您整理一下书桌好吗？C.May I move this?我可以移动这个吗？D.Sure,go ahead.好的，请吧。第26页/共72页情景对话情景对话LOGO M：Mary 玛丽 G：Guest 旅客M:（Knocking the door）Housekeeping.May I come in?G:Come in,p
9、lease.M:Good evening,maam.May I do your room now?G:Sure.(Finish cleaning the room)M:I m done.Anything else,maam?G:No,thanks.第27页/共72页 句型精选句型精选LOGO 背景常识须背景常识须知知1、添加物品、添加物品*I am out of the toilet paper.我的厕纸用完了。*Can I have an extra pillow?我能多要个枕头吗？*Can you bring me a hair-dryer?能给我拿个吹风机吗？*Right away,si
10、r/maam.我马上去办，先生/女士。*Certainly,sir/maam.好的，先生/女士。第28页/共72页 句型精选句型精选LOGO 背景常识须背景常识须知知2、客房设施出现问题、客房设施出现问题Theres a bad smell in my room.我的房间有一股特别难闻的气味。My toilet is clogged.我的抽水马桶堵住了。My ceiling is leaking.我的天花板漏水。The air-conditioner isnt working.空调坏了。Im sorry to hear that.很抱歉听到这样的事。Ill ask the engineer t
11、o check it.我叫工程人员来检查。It takes time to repair.修理需要时间。Can you change a room for me?可以给我换个房间吗？Would Room 3102 be alright?3102房间好吗？Could you change a room,sir?先生，您换个房间好吗？We are really sorry for this.我们实在是非常抱歉。第29页/共72页 句型精选句型精选LOGO 背景常识须背景常识须知知3、教客人使用保险箱、教客人使用保险箱*I d like to use the safe.我想使用这个保险箱。*Let
12、me show you how to use it.让我给您示范怎么使用它。*You enter the password.您输入密码。*You may change the password by doing this.这样做，您就可以更改密码。*Here is the instruction card.这里是使用说明卡。第30页/共72页 句型精选句型精选LOGO 背景常识须背景常识须知知4、mini-bar 添加饮品添加饮品*Can I have some sprites?我能要些雪碧吗？*Do you have iced tea?你们有冰茶吗？*Which kind of drink
13、would you prefer?您喜欢哪种饮料呢？*Which brand would you prefer?您喜欢什么牌子的呢？5、递送物品、递送物品*Here is a fax/parcel for you.这是您的传真/包裹。*Could you sign here,please?请您在这签个名好吗？第31页/共72页 句型精选句型精选LOGO 背景常识须背景常识须知知1、送洗衣物、送洗衣物pDo you have any laundry?您有送洗的衣物吗？pHere is my laundry bag,3 pieces.这是我的洗衣袋，有三件。pCould you fill in t
14、he laundry list?请您填写洗衣单好吗？pHow long will it take you?你们（洗衣物）要多久？pIt takes 12 hours.要12个小时。pYou may get them back by 9 pm.您在9点以前可以取回。pFor quick service,you may get them in 2 hours.快洗服务的话，可以两个小时之内取回。pIt has an extra charge of 50%.它需要额外收取50%的费用。pWe charge 50%more for quick service.快洗服务我们要加收50%的费用。第32页/
15、共72页 句型精选句型精选LOGO 背景常识须背景常识须知知2、洗涤要求、洗涤要求nCan you remove the stain?可以去掉这块污渍吗？nWell try our best.我们会尽力。nI want it dry-cleaned.这个我要干洗。nI want it washed by hand.这个我要手洗。nIt needs ironing.这个要烫干。nI see.我明白了。第33页/共72页情景对话情景对话LOGO M：Mary 玛丽 G：Guest 旅客M:Housekeeping.Do you have any laundry?客房服务部。您有要洗的衣物吗？G:Y
16、es.Here is the laundry bag.有。这是洗衣袋。M:Could you fill in the laundry list?请您填一下洗衣单好吗？G:Its in the bag.在袋子里。M:Thank you,madam.谢谢您，女士。第34页/共72页Emergencies 紧急情况紧急情况LOGO 背景常识须背景常识须知知Shall I call a doctor for you？Anything I can do before the doctor arrives?（Dont worry。The doctor is comingYoull be alright s
17、oon.Are you feeling better now?Can I help you to look for itIll report to our assistant Manager第35页/共72页 句型精选句型精选LOGO 背景常识须背景常识须知知1、火警等意外、火警等意外Attention,please!请注意！The hotel is on fire.酒店失火了！The hotel is under attack.酒店正受到袭击。The hotel is in danger.酒店有危险。A typhoon is coming.台风要来了。Please leave your ro
18、om.请离开您的房间。Take the emergency exit!走紧急出口！Lets go!走吧！第36页/共72页 句型精选句型精选LOGO 背景常识须背景常识须知知2、客人生病或受伤、客人生病或受伤She fainted!她晕倒了！Your nose is bleeding.你的鼻子在流血！I have a headache/stomachache.我头疼/肚子疼。My leg is broken!我的腿断了！That hurts!那里受伤了！Please dont move.请别动！Ill call the doctor.我去叫医生。Ill call the ambulance.我
19、去叫救护车。Here is your medicine.这是您的药。Are you feeling better now?您感觉好些吗？第37页/共72页 句型精选句型精选LOGO 背景常识须背景常识须知知3、客人遗失物品、客人遗失物品My bag was stolen!我的包被偷了！Im sorry to hear that.我对此深表遗憾。When and where did you last see it?您最后一次见到它是什么时候、什么地方？Could you describe it?您能不能描述一下它是什么样子呢？Shall I call the police for you,sir
20、?我为您报警好吗，先生？第38页/共72页 句型精选句型精选LOGO 背景常识须背景常识须知知4、托儿服务、托儿服务Can you look after the baby for us?你能帮我照看一下我们的宝贝吗？We are not allowed to do that.我们是不允许照看小孩的。How about the baby-sitting service?托儿服务怎么样？第39页/共72页第40页/共72页第41页/共72页第42页/共72页第43页/共72页第44页/共72页第45页/共72页第46页/共72页4)Do you have a cover charge?第47页/共72页第48页/共72页第49页/共72页第50页/共72页第51页/共72页第52页/共72页第53页/共72页第54页/共72页第55页/共72页第56页/共72页第57页/共72页第58页/共72页第59页/共72页第60页/共72页第61页/共72页第62页/共72页第63页/共72页第64页/共72页第65页/共72页第66页/共72页第67页/共72页第68页/共72页第69页/共72页第70页/共72页第71页/共72页感谢您的观看！感谢您的观看！第72页/共72页
