Part I Hotel Basic English 酒店基础英语
Part I General English 公共英语
一、Basic vocabulary 基本词汇
房务部：Housekeeping (HSK)
营业部：Front Office (FO)
工程部：Engineering Department (ENG)
餐饮部：Food and Beverage Department (F&B)
总 办：Executive Office (EO)
保安部：Security Department (SD)
销售部：Sales and Marketing Department (SMD)
财务部：Finance Department (FD)
General Manager 总经理
Deputy General Manager 副总经理
Director 总监
Manager 经理
Assistant Manager 大堂副理
Manager On Duty 值班经理
Supervisor 主管
Captain 领班
Room Attendant 客房服务员
Maid 清洁员
Waiter/Waitress 餐厅男/女服务员
Operator 总机话务员
Bellboy 行李生
Receptionist 总台接待员
lobby 大堂．
front desk 总台
cashiers 结账处
concierge/bell service 行李组
lift/elevator 电梯
ticket service 票务服务
F&B Reservation 宴会预订
restaurant 餐厅
conference room/meeting room 会议室
parking lot 停车场
basement parking lot 地下停车场
toilet/washing room/lavatory 卫生间
deluxe floor 豪华楼层
executive floor 商务楼层
welcome card/passport 欢迎卡
豪华双床房 Deluxe Twins Room (DT)
豪华大床房 Deluxe King Room (DK)
商务双床房 Business Twins Room (BT)
商务大床房 Business King Room (BK)
豪华套房 Deluxe Suite(DS)
行政套房 Executive Suite (ES) 高级房 Superior King Room(SK)
二、Daily Expressions 日常用语
(一)、Greeting and Parting 问候与告别
1、Good morning(afternoon, evening), sir(madam).
早上(下午、晚上)好，先生(夫人)。
2、How do you do?
您好!(初次见面)
How do you do? Nice/ Glad to meet you.
您好!(回答)很高兴见到您。
3、How are you? Fine, thanks, and you?
您好吗? 好，谢谢，您呢?
4、Welcome to our hotel (restaurant).
欢迎到我们酒店(餐厅)来。
5、Wish you a most pleasant stay in our hotel.
愿您在我们酒店过得愉快。
6、I hope you will enjoy your stay with us.
希望您在我们酒店过得愉快。
7、Have a good time!
祝您过得愉快！
8、Have a good evening/weekend!
祝您晚上过得愉快／祝您周末过得愉快!
9、See you later. 等会儿见。
10、Good night. 晚安。
11、See you tomorrow. 明天见。
12、Goodbye and thank you for coming. 再见，谢谢您光临。
13、Goodbye and hope to see you again. 再见，希望再见到您。
14、Have a nice trip. 一路平安。
15、Have a pleasant journey. 祝您旅途愉快。
16、Have a nice day. 祝您今天过好。
17、Good luck. 祝您好运。
(二)、Telephone Expressions 电话用语
1、Good morning, --------Hotel. /This is…Can I help you?
您好，----------酒店／这里是……。需要帮忙吗?
2、Sorry, I've dialed the wrong number.
对不起，我拨错号了。
3、Sorry, you have dialed the wrong number, I'll extend you to…
对不起，您拨错号码了，让我帮您转到……
4、Who are you looking for? /Where are you transferring for?
您找哪位?／您要转哪里?
5、May I speak to your General Manager?
能和你们总经理说话吗？
Speaking, please. 我就是。
6、Sorry, he is not in at the moment.
对不起，他现在不在。
Would you like to leave a message? 你要留口信吗？
7、Pardon? (升调)对不起，请再说一遍好吗?
I beg your pardon? 对不起，请再说一遍好吗?
8、Sorry, I still didn't understand what you said,
Will you please speak slowly?
对不起，我还没听懂，您能讲慢一点吗?
9、Hold the line, please. I'll extend you to the Assistant Manager.
请稍等，我帮您转至大堂副理处。
l0、I'm sorry, the line is busy. Would you mind waiting on the line?
对不起，电话占线。您是否拿着电话稍等一会儿?
11、Thank you for your waiting. 让您久等了!
(三)、Greetings 祝贺语
1、Congratulations! 祝贺您！
2、Happy birthday! 生日快乐！
3、Happy New Year! 新年快乐！
4、Merry Christmas! 圣诞快乐！
5、Have a nice holiday! 节日快乐！
6、Wish you every success! 祝您成功！
(四)、Thanks and Responses 答谢和应答语
1、Thank you(very much). 谢谢您(非常感谢)。
2、Thank you for your advice(information, help)
感谢您的忠告(信息、帮助)。
3、It's very kind of you. 您真客气。
4、You are welcome. 不用谢。
Don't mention it. 不用谢。
5、It's my pleasure. 非常高兴为您服务。
With pleasure. 非常高兴为您服务。
My pleasure. 非常高兴为您服务。
6、I am at your service. 乐意为您效劳。
7、Thank you for staying in our hotel. 感谢您在我们饭店下榻。
(五)、Apologies 道歉语
1、I'm sorry. 很抱歉。
2、Excuse me. 对不起。
3、I'm sorry. It's my fault. 很抱歉，那是我的过错。
4、Sorry to have kept you waiting. 对不起，让您久等了。
5、Sorry to interrupt you. 抱歉打扰您。
6、I'm sorry about this. 我为此感到抱歉。
7、I apologize for this. 我为此抱歉。
8、That's all right. 没关系。
9、Let's forget it. 算了吧。
(六)、Requests and Responses 征询与应答语
1、Can/May I help you? 我能为您做什么?
What can l do for you? 我能为您做什么?
2、Just a moment please, I'll be with you right away/immediately. 请稍等一下，我马上就来。
3、Yes, of course. 当然可以。
Certainly. 当然可以。
(七)、Giving Directions 指路用语
1、Go upstairs/downstairs. 上楼／下楼。
2、It's on the second/third floor. 在二／三楼。
3、Turn left/right. 往左／右转。
4、This way, please. 请这边走。
5、Follow me please. 请跟我来。
6、After you. 您先请。
7、Excuse me, where is the(washing room)? 请问(洗手间)在哪里?
8、The washing room is at the end of the lobby. 洗手间在大厅的尽头。
9、The F&B reservation desk is on the first floor. 宴会预订处就在一楼。
10、I'll show you to the….This way, please. 我带您到……，请跟我来。
(八)、Reminding 提醒用语
1、Mind(Watch)your step. 请走好!
2、Please be careful. 请当心。
3、Don't worry(about it). 别担心。
4、Take it easy. 放心好了。
5、Please don't leave anything behind. 请别遗忘物品。
6、Please don't smoke here. 请别在这儿吸烟。
HOUSEKEEPING客房部
Vocabulary词汇
Washroom： 卫生间
Tumbler 漱口杯
Toothbrush 牙刷
Toothpaste 牙膏
Toothpick 牙签
Bath foam/gel 沐浴液
Body lotion 润肤露
Shampoo 洗发水
Conditioner 护发素
Shower cap 浴帽
Bath soap 沐浴香皂
Hand soap 洗手香皂
Soap dish 香皂碟
Comb 梳子
Razor 剃须刀
Electric shaver 电动剃须刀
Cotton ball 棉棒 Sanitary bag 卫生袋
Tile/ceramic tile 瓷砖
Bath mat 防滑垫
Floor towel 地巾
Towel rail 毛巾架
Bath towel 浴巾
Face towel 擦脸巾
Hand/wash towel 手巾
Shower curtain 浴帘
Shower curtain rod 浴帘杆
Water tap/faucet 水龙头
Wash basin 洗手盆
