酒店常用英语培训资料.

客房英语培训材料1、乐意为您效劳I am at your survice.2、很抱歉I’am sorry.3、对不起Excuse me4、很抱歉，那是我的过错I’am sorry, It’s my foult.5、对不起，让您久等了sorry to have kept,you waiting6、对不去，打扰您了sorry to in terrupt you.7、对此表示抱歉I’m sorry about this.8、没关系That’s all right9、算了吧！Let’s forget it!10、能帮你什么吗？好的。

Can I halp you? Yes please.11、请稍等一下Just a moment please.12、在三楼It’s on the third floor.13、请这边走This way please14、左转/右转Turn left/Turn right15、请走好Watch your step16、请别遗忘您的东西Please don’t leave anything behind.17、请不要在这里抽烟Please don’t snoke here18、早上好good morning19、中午好good afternoon20、中午好good evening21、您好?（初次见面）How do you do?您好!很高兴见到您。

How do you do! Glad to meet you.22、您好吗？How are you?好的，谢谢。

您呢？Fine,thanks.And you?23、欢迎到我们酒店来Welcome to our hotel24、愿您在我们宾馆过得愉快。

Wish you a most pleasant stay in our hotel.25、祝您过的愉快！Have good time!26、对不起，请再说一遍好吗？I beg your pardon?27、这个房间每天都打扫。

客房部基础英语培训1. 培训目的客房部是酒店运营中非常重要的一个部门，直接关系到酒店服务质量和顾客满意度。

为了提升客房部员工的英语能力，提高沟通能力和服务质量，我们开展了客房部基础英语培训。

本次培训旨在帮助客房部员工掌握常用的英语词汇和表达方式，提高英语听、说、读、写能力。

2. 培训内容2.1 英语基础知识 - 英语字母表及发音 - 常用的英语单词及短语 - 日常交流用语2.2 客房部工作常用英语 - 客房清洁与整理用语 - 客人接待与询问用语 - 房型介绍与预订用语2.3 英语听力与口语训练 - 听取客人需求和投诉，并做出回应 - 向客人提供信息和服务2.4 阅读与写作练习 - 酒店相关文档的阅读理解 - 表格填写和写作练习3. 培训方法3.1 教师授课我们将请专业的英语教师进行授课，通过讲解、示范、练习等方式，帮助员工学习和掌握相关的英语知识和技巧。

3.2 视听教学我们将准备相关的视听材料，包括英语培训视频、听力材料等，帮助员工进行听力和口语的训练，提高英语的实际应用能力。

3.3 互动讨论我们将组织互动讨论环节，让员工在实际中应用所学英语知识，提高他们的沟通和表达能力。

4. 培训时间与地点本次客房部基础英语培训将于8月10日开始，为期5天。

培训地点为酒店的会议室。

5. 培训成果评估培训结束后，我们将进行培训成果评估，评估内容包括听力、口语、阅读和写作能力等方面。

评估结果将作为培训效果的参考，为今后的培训提供基础。

6. 培训反馈和改进为了不断提升培训质量，我们将收集员工的培训反馈意见，并根据反馈意见进行培训改进。

同时，我们鼓励员工在培训过程中积极提问和互动，以促进学习效果。

结束语客房部基础英语培训是为了提高客房部员工的英语水平和服务质量，进一步提升酒店的竞争力和顾客满意度。

我们希望通过这次培训，使员工们能够熟练掌握常用的英语表达方式，提高与客人的交流能力，为客人提供更好的服务和体验。

同时，我们也期待培训后员工能够对培训进行反思，不断提升自己的英语能力，为酒店的发展做出更大的贡献。

酒店基础英语培训1. 引言在当今全球化的时代，酒店已成为人们出行的重要组成部分。

为了提供更优质的服务，酒店员工需要具备良好的英语沟通能力。

本文将为酒店员工提供一个基础英语培训，帮助他们更好地应对工作中的各种情境。

2. 培训内容2.1 酒店接待在酒店接待环节中，员工需要和客人进行简单的交流和沟通。

下面是一些常用的英语句子示例：•您好，欢迎光临本酒店。

- Hello, welcome to our hotel.•您需要办理入住手续吗？- Do you need to check-in?•我们将安排您一间标准客房。

- We will arrange a standard room for you.•请填写这张登记表。

- Please fill out this registration form.•早餐时间是从7点到10点。

- Breakfast is served from 7am to 10am.2.2 餐饮服务酒店的餐饮服务是吸引客人的一项重要服务。

以下是一些常用的英语句子示例：•您想在哪里用餐？- Where would you like to dine?•请跟我来，这是我们的餐厅。

- Please follow me, this is our restaurant.•您想尝试我们的特色菜吗？- Would you like to try our specialty dish?•我们还提供素食选项。

- We also have vegetarian options.•谢谢您的用餐，祝您度过愉快的一天。

- Thank you for dining with us, have a pleasant day.2.3 服务投诉处理在工作中，员工可能会遇到客人的投诉。

以下是一些处理投诉的英语句子示例：•对不起，我了解您的不满意。

- I’m sorry to hear that you are unhappy.•我会立即跟进这个问题。

前台部英语培训（一）自我介绍/ Self introduction姓名/Name 年龄/Age 性别/Gender 身高/Stature 名族/Nation语言/Language 婚姻/Marriage 兴趣爱好/Hobby 特长/One’s Strong Suit教育/Education 工作经验/Work Experience 工作成绩/Work Achievement职位/Position 工作年限/Work Duration 面试/Interview（二）酒店设施设备客房/Guest Room:普通房/Standard Room 豪华房/Deluxe Room 套房/Suite Room行政套房/Executive suite 总统套房/Presidential Suite 公寓/Apartment Room复式套房/Compound Room 单人房/Single Room 双人房/Twin Room 三人房/Triple Room餐饮/Food & Beverage:中餐厅/Chinese Restaurant (The Garden Restaurant) 会议室/Conference Room宴会室/Banquet Room 西餐厅/Western Restaurant (The Mien Café) 酒吧/Bar (The Long Bar)康体娱乐设施/Heath & Entertainment Facilities: 羽毛球/Badminton Court 篮球馆/Basketball Court 网球馆/Tennis Court沐足馆/Massage Room 麻将室/Mah-jiong Room 桌球/Snooker 泳池/Swimming pool (Out Door)（三）对话练习Dialogue AG: This is John speaking from room 6311, I want somebody to help me take my luggage.S: Certainly! Mr.John! Can I ask how many pieces of luggage do you have?G: Five.S: OK, The bellboy will come to take them right now!G: By the way! Can you prepare my bill now? I’m in hurry to catch the flight/ go to the airport.S: No problem!Dialogue BG: Can you wake up me tomorrow?S: Y es sir! May I know your room number?G: 6311.S: May I know what time would you like to wake up?G: A quarter to 7 o’clock/ six forty five.S: OK. We will call you on time. Good night!G: Thank you! By the way, where is the breakfast?S: It’s in the western restaurant. And it’s from 7-10 o’clock.G: Where is it?S: It’s on the first floor of 6th block.G: I see. Thank you! Good night!Dialogue CG: It’s something wrong with my air-condition in the room./ My toilet is not work.S: I’m sorry sir. May I know your room number?G: 6311.S: Don’t worry sir! The engineer will come to check & fix it as soon immediately!S: Good evening! Sir.The calling from reception. We are so sorry to inform you that the air-condition could not ready tonight! There was a terrible problem of if, we should contact to professional people to fix it tomorrow. Can we help you to change another room?G: OK! Which room?S: The new room is 6310. Please pack your luggage and waiting in your room. The bellboy will come & help you change the room.G: OK!Dialogue DG: Do you have laundry service?S: Y es! There are laundry list & laundry bags in the room. Please fill in it & pack you clothes. Then just leave its on the bed. The housekeeping will take its in the morning.G: When can I take its back?S: If deliver before 10 o’clock in the morning. Its can sent back at 7 o’clock in the evening.G: Do you have express service?S: Y es! We have. Express service can take it back after six hours from delivering. But it should be sent before 5 o’clock.G: I see. Thank you very much! Y our English is very good.S: Thank you! It’s my pleasure to help you! We hope you will enjoy you stay with us!Dialogue EG: Do you have room service?S: Y es! There is a menu in the drawer. And the room service phone number was marked on the telephone. It’s open until 2 o’clock in the early morning.G: Thanks. Can I ask massage service in room?S: Sorry! Sir.We don’t have massage service in the room. Y ou’d better to go to the massage centre. It’s on the 5th block. Business time is 10 o’clock in the morning to 12 o’clock at night.G: Thank you!Dialogue FG: I want to play golf tomorrow morning. Can I book your golf car at 7 o’clock.S: No problem! How many people are there in your party?G: Only one.S: Ok! The car will waiting for you on time tomorrow morning.G: By the way, can I ask a late check out?S: So when will you check out?G: About three o’clock.S: I’m sorry sir! We only can approve you free late check out until one o’clock. After it you should pay half charge.Dialogue GG: Can get more slippers/ bath robe/ tooth brush? Can you sent me a adapter/ hair dryer/ iron & iron board?S: No problem. May I know your room number?G: 6311.S: OK! The room attendant will bring to you immediately.Dialogue HS: Good afternoon! Reservation! Tracy speaking may I help you?G: I want to book a single room on this Friday.S: Please wait a moment. Let me check our rooms availabilities/ vacancy of that date…..Sorry to keep your waiting,madam. Y es, we have the vacancy/ don’t have any single rooms available of that date.May I know in whose name would you like to book/ would you mind a twin beds room to instead? G: MICHELLS: How many night would like to stay?G: Three.S: So the price is RMB922net on the weekend & RMB717net on the weekdays.G: OK! I get it.S: May I know you phone number?G: 12345111S: May know when will you upon?G: About nine o’clock in the evening.S: OK! Ms.Michell. your room was booked, let me repeat your reservation. It’s a single room for Ms.Michell from this Friday to Monday. The price is RMB922net & RMB717met.G: Correct!S: Thanks for your booking. We are looking forward to serving you.Dialogue IG: I have a reservation.S: May I have your name or your passport?G: Here you are.S: Y es,your booking is a single room stay here for three nights.G: Correct!S: Please fill in/ writ down your home address and sign your name here.S: May I ask how would you like to pay/ settle your deposit/ bill? By credit card or in cash?G: By credit card.S: May I have it?S: This is your credit card authorization voucher. Please sign your name here.S: This is your room card.The room number is 6311,on the third floor of 6th block.Please sign your name here to confirm all the details. The breakfast it in the western restaurant. It’s from 7-10 o’clock. It’s included. Just show your welcome card to take it.Out bellboy will show you to your room. We hope you will enjoy your staying with us.Dialogue JG: I want to store/ keep my luggage.S: Is there anything valuable or breakable inside?G: No!S: May ask what time will you take it back?G: About 5 o’clock in the afternoon.S: OK! Its totally three pieces. Please sign you name on this luggage tap.G: Here is your tap. Please show it when you take back your luggage.（四）常用句子Useful Sentences1. Could you speak slowly and loudly?2. Pardon? I’m sorry sir. I don’t know what do you mean. Please wait a moment/ hold the line. I willbring my manager to you.3. Thank you for your understanding.4. I’m afraid it’s against our policy.5. We have shuttle bus from hotel to golf club/ swimming pool. It’s leaving for every one hour.6. Anything else I can do for you? Just let me know.7. Let me help you with your luggage.8. I’m always at your service.9. I’m afraid the room is not ready yet. The will be delay about half an hour.10. We apologize for the inconvenience. What about having some drink in the western restaurant. Andwe will take care of you luggage11. We really apologize for the delay.12. I’m sorry, there could be some mistakes.13. Never mind.14. It’s all right./ It’s doesn’t matter.15. Right away, sir.16. Wish you have a good trip.17. The same to you.18. We don’t have shuttle bus to GZ city centre. Y ou’d better to rent our hotel car. It’s cost RMB300.19. It’s about twenty five minutes/ forty five minutes from hotel to the airport/ GZ.Show DirectionsEast/ 东South/ 南West/ 西North/ 北In front of/ 在….前面beside/ 旁边behind/ 后面above/ 上面Below/ 下面on/ 上面under/ 下面river/ 河crossroad/ 十字路口bridge/ 桥traffic light/ 交通灯block/ 街区Corner/ 拐角on the left/ 在左边on the right/ 在右边at the end of/ 在最后cross the street/ 过马路turn left/ 转左turn right/ 转右in the next/ 在下一个Near by/ 附近，旁边go straight/ 直走road sign/ 路标by bus/ taxi/ 乘车on foot/ 步行drive along/ 一直往前开keep straight on/ 继续走下去。

Taking Orders (点菜服务)1)Aims of StudyingHow to recommend dishes2) Dialogue 1 Recommending Chinese Food and DrinksJ=Jane(Waiterss) S=Stephen Nobel(Guest)J: Good afternoon, sir. How are you today?S: Fine, thank you.J: Here is the menu. You may have a look at it.S: Can you recommend something for me? I’ve got no idea about Chinese dishes. And I can’t read Chinese.J: We have a good variety of Chinese food and wine at your choice. I can recommend our special dishes. Double-cooked Pork, Mapo Beancurd. Today’s specialty is Steamed Crabs. They really taste good. I’m sure you’ll like them.S: Sounds great! We’ll take them. What can I drink here?J: Beer. Here is the wine list. Beer, Great Wall red wine and white wine. They are all very famous in China.S: What’s Mao Tai?J: Mao Tai is the best liquor in China. It’s very strong but it never goes to the head as most liquors do.S: Really? I’d like to try a cup. And I need some tea, green tea. It is said that China is the homeland of tea.J: Yes, sir. We can serve you very good green tea. Besides, would you like to have some noodles in fish soup?S: I’ve never tasted that. It must be very delicious. I’ll have it.J: So you’d like to have Double-cooked Pork, Mapo Beancurd, Steamed Crabs, noodles in fish soup, green tea and Mao Tai. Anything else, please?S: No, thanks.J: Thank you, sir. Your dishes will be served in a minute.Dialogue 2: Helping to Order DishesScene: Mr Bellow (B) is looking at the menu which has been handed to him by a waiter (W) as soon as he sits down. A few minutes later the waiter comes over to him.W: Excuse me, sir. Are you ready to order?B: Yes, I am. But there’s so many thing on the menu that look fine. Could you recommend me something special?W: Yes, sir. We have a very nice vegetable today, broccoli with crabmeat sauce. It’s our chef’s recommendation. The broccoli is local, so it’s a little bit different from yours. It’s delicious and worth a try.B: OK. I’ll take it. I know little about Chinese food. What do you mean by Luo han Zhai?W: It’s a typical Cantonese dish. In English it means mixed vegetable.B: Hm, I’ll have it.W: What about steamed red garoupa?B: That a good idea. (Returning the menu to the waiter)W: Sir, you’d like broccoli with crabmeat sauce and steamed red garoupa. Am I correct?B: Yes, exactly.W: Sir, your dishes will take about 15 minutes to prepare. While waiting, would you have something to drink?B: OK. I’ll have whiskey.W: Thank you.3) New Words and ExpressionsSpecialty.['speʃəlti:] n. 特色菜liquor：['likə] n. 酒;含酒精饮料.Noodle. ['nu:dl] n. 面条soup [su:p]n.汤, 羹delicious[dɪ'lɪʃəs] a. 美味的;香喷喷的The fried chicken is delicious.Broccoli n. 花椰菜sauce[sɔ:s]n.调味汁, 酱汁worth.[wə:θ]a 值得……的；值……钱。