1、服服 务务 英英 语语（一）（一）Best Western HotelHuman Resourse【2011酒店管理资料酒店管理资料】ITEMS vGreeting Greeting 问候问候vThanks Thanks 致谢致谢v Apologies Apologies 致歉致歉vDirections Directions 指路指路vFestivals Festivals 节日节日vDepartment Department 各部门名称各部门名称vFacility Facility 设施设施vCourtesy English 礼貌英语礼貌英语English Training communic
2、ationEnglishserviceGreeting 问候问候v（First Meeting 第一次见面时打招呼）第一次见面时打招呼）v问：How do you do?v答：How do you do?vNice to meet you/Glad to meet youvNice to meet you too.v很高兴见到你很高兴见到你Greeting 问候问候vHow are you?你好吗vFine,thank you,and you?v我很好，谢谢你，你呢？vHow are you doing?你好吗？v Well,thank you很好，谢谢Greeting 问候问候v祝您过得愉快
3、！祝您过得愉快！vHave a good time!v你看起来气色不错。你看起来气色不错。v You look fine todayv我很高兴你这么认为我很高兴你这么认为vI am glad you think so.Greeting 问候问候vHow is everything going with youv你最近好吗？你最近好吗？vNot busy/So so.v还行，不忙还行，不忙/一般。一般。vHow about your family?v您的家人最近好吗您的家人最近好吗Thanks 致谢致谢vThanks 谢谢vThank you 谢谢你！vThanks a lot 多谢！vThan
4、k you for your help 谢谢你谢谢你的帮助！的帮助！You are welcome 您太客气了您太客气了 Its my pleasure 这是我的荣幸这是我的荣幸 Thats all right 不用谢！不用谢！Not at all 没什么没什么 Dont mention it 何足挂齿何足挂齿 Apologies 致歉vExcuse me 请原谅请原谅/打扰一下打扰一下vI am sorry.对不起对不起vI am awfully sorry.我真的很抱歉我真的很抱歉vIts my fault.这是我的错这是我的错vI apologize for this.v我为此感到很抱歉
5、我为此感到很抱歉Directions 指路vGo upstairs/downstairs.上楼vIts on the 2nd floor.在二楼vThis way,please.Turn left/rightv这边请，向左/右转vThis way to the elevator.v这条路通往电梯vFollow me,please.请跟我来Festivals 节节 日日vNew Year 新年New Years Day 元旦Spring Festival 春节Saint Valentines Day 情人节vHappy Birthday 生日快乐vMerry Christmas 圣诞节各部门名称
6、 1.Executive Office(EO)总办总办2.Front Office(FO)前厅部前厅部 3.Food and Beverage(FB)餐饮部餐饮部4.Housekeeping(HK)房务部房务部 5.Human Resource(HR)人力资源部人力资源部6.Sales and Marketing(SM)市场营销部市场营销部7.Financial Department(FIN)财务部财务部 8.Engineering Department(ENG)工程部工程部 9.Security Department(SEC)安保部安保部10.Purchasing Department(pu
7、r)采购部采购部洗衣服务Courtesy English 礼貌英语v1、旅游愉快吗？vDid you have to nice trip？v2、我是接待员（行李员、电梯员、话务员、收帐员、电工、清洁工、洗衣工、厨师、餐厅服务员、调酒员、美容师）。vI am the receptionist.v（porter/liftoperator/operator/cashier/electrician/cleaningpersonvLaundry worker/cook/waiter,waitress/bartender/beautician）.v3、需要我帮忙吗？vWhat can I do for y
8、ou?v4、还需要些什么？vWhat else I can do for you?v5、请稍等一会儿。vJust a moment，please.v6、请稍等一会儿。v Just a moment，please.v7、很高兴为您服务。v I am always at your service.v8、希望您在这里住得愉快。v I hope you will enjoy your stay with us here.v9、对不起，给您添麻烦了。v I am awfully sorry to have caused you so much inconvenience.v10、如果您需要什么帮助，请及
9、时告诉我。v Just let me know if there is anything I can do for you.v11、这边请。v This way,please.v12、请走这边。v Would you care to step this way,please?v13、您先请。v After you.v14、对不起，我马上就过来。v Excuse me,Ill be with you in a minute.v15、能告诉我您的姓名吗？v May I have you name?v16、对不起，让您久等了。v Sorry to have you kept waiting.v17、
10、您能填一下这张表吗？v Would you please fill in this form?v18、您如何付帐，是现金还是信用卡？v How are you going to pay,in cash or by credit card?v19、对不起，我能进来吗？v Excuse me,may I come in?v20、您可以坐这部电梯到客房。vYou may go to your room by this elevator.v21、我马上为您查一下。vLet me have a check for you.v22、祝您生意兴隆。vI wish you a good business.v2
11、3、What kind of room would you like,sir?先生，您要什么样的房间？v24、May I know your name and your room number,please?我可以知道您的名字和房间号码吗？v25、Heres your room key.这是您的房间钥匙。v26、Im sorry to keep you waiting,sir.What can I do for you?先生，对不起，让您久等了。我能为您做点什么吗？v27、May I known your name,please?请问尊姓大名？（不认识客人时用）v28、Im sorry,sir.Our hotel rooms are all booked at this moment.We have no vacancy.v对不起，先生。我们已经客满，没有空房间。v29、Here is your bill,sir.先生，这是您的帐单。v30、Please sign here,sir.先生，请在这签上您的名字。v31、We hope you will come stay with us again.希望您再光临我们酒店。v32、Be sure to keep it.请好好保存 Bye Bye
