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酒店服务礼仪Hotel Service Etiquette酒店服务礼仪基础知识模块一The Basic Information of Hotel Service Etiquette Module One一、什么是礼仪s the Etiquette? ’Section one What二、酒店服务礼仪Hotel Service Etiquette Section Two酒店服务礼仪的定义)一(1.Definition of Hotel Service Etiquette酒店服务礼仪的原则)二(2. Principle of Hotel Service Etiquette( 酒店服务礼仪的内容)三3. Content of Hotel Service Etiquette酒店服务礼仪的)四(4. Effect of Hotel Service Etiquette学习酒店服务礼仪的方法)五(5. The Ways of learning Hotel Service Etiquette学习酒店服务礼仪的意义)六(6. Significance of learning Hotel Service Etiquette三、角色定位与服务意识Role Orientation and Service Consciousness Section Three一( 服务意识)二( 角色定位)1. Role Orientation2. Service Consciousness酒店服务人员的仪容仪表模块二Appearance and Dress of Hotel Service Staff Module Two一、概述Introduction Section One二、仪容Appearance Section Two)一( 酒店服务人员仪容的基本要求1. Basic Requests to Appearance of Hotel Service Staff 酒店服务人员的化妆原则)二(2. Principles for make-up of Hotel Service Staff三、仪表Dress Section Three一( 着装的原则)1. Principle of Dress酒店服务人员服饰礼仪)二(2. Dress Manners of Hotel Service Staff酒店服务人员的仪态模块三Deportment of Hotel Service Staff Module Three 一、概述Introduction Section One二、表情语Section Two Facial Expression微笑)一(1. Smiling目光)二(2. Look in eyes三、动作语Body Language Section Three手势语)一(1. Gesture站姿)二(2. Standing Posture坐姿)三(3. Sitting Posture( 走姿)四4. Walking Posture蹲姿)五(5. Crouching Posture模块四酒店服务的语言艺术Linguistic Art of Hotel Service Module Four一、酒店服务语言概述Introduction of Linguistic Art of Hotel Service Section One酒店服务语言的基本要求)一(1. Basic Requests to Linguistic Art of Hotel Service 酒店服务语言的基本原则)二(2. Basic Principles of Linguistic Art of Hotel Service 酒店服务的语言艺术及其作用)三(3. Linguistic Art of Hotel Service and its significance二、酒店服务语言的应用Section Two Applications of Hotel Service Language 迎候语言)一(1. Language of Meeting the Guests交流语言)二(2. Language of Communication电话语言)三(3. Language in Telephone语言禁忌)四(4. Language Inhibitions三、服务语言艺术的培养途径Section Three Cultivating Approach of Linguistic Art of Hotel Service会议服务礼仪模块五Conference Service Etiquette Module Five一、会议的概念The Concept of Conference One Section二、会议的类型Section Two The Types of Conference三、会议服务礼仪的基本流程Basic Procedure of Conference Service Etiquette Three Section四、会前准备服务礼仪Service Etiquette of Preparations for Conference Section Four)一( 环境礼仪规范)室(会议厅1. Environmental Etiquette Rules of the Conference Hall 会议会场布置礼仪规范)二(2. Etiquette Rules of Decorating the Conference Hall会议摆台礼仪规范)三(3. Etiquette Rules of Setting the tables of Conference设备使用礼仪规范)室(会议厅)四(4. Etiquette Rules of using the Equipments in the Conference Hall五、会议期间的服务礼仪Section Five Service Etiquette during the Conference 礼仪原则)一(1. Principles of Etiquette操作标准)二(2. Standards of Operation一般会议服务礼仪)三(3. Service Etiquette of General Conference特殊会议服务礼仪)四(4. Service Etiquette of Special Conference会议附属设施服务礼仪)五(5. Service Etiquette of Attached Facilities to the Conference六、会后服务礼仪Service Etiquette after the Conference Section Six送客服务)一(1. Service of Seeing the Guests off会场清洁)二(2. Cleaning the Conference三( 处理会议文件)3. Dealing with the Documents of the Conference 其他服务)四(4. Other Service国际接待礼仪常识模块六Module Six一、国际接待礼仪原则Section One Etiquette Rules of International Reception 依法办事)一(1. Acting accordance with the Law)二( 遵时守约2. Being on Time and Keeping to the Promise尊重隐私)三(3. Valuing the Privacy女士优先)四(4. Ladies first( 尊重他人)五5. Respecting others保护环境)六(6. Protecting Environment二、迎送接待礼仪Section Two Etiquette of Meeting and Seeing Off接待准备)一(1. Preparations for Reception迎送)二(2. Meeting and Seeing Off会见、会谈)三(3. Meeting and Conversation签字)四(4. Signing宴请仪式)五(5. The Ceremony of Entertainment西餐宴请)六(6. Feasting the Guests on Western Food三、礼宾次序与国旗悬挂法of Ways the and Ceremony the of Order Three Section the HangingNational Flag礼宾次序)一(1. Order of the Ceremony国旗悬挂法)二(2. The Ways of Hanging the National Flag我国主要客源国和地区以及部分少数民族的习俗和礼节模块七Tourist Main s ’CountryOur of Etiquette and Custom Seven ModuleSource Countries, areas and some Minoritis一、我国主要客源国和地区的习俗与礼节。
酒店礼貌英语HOTEL COURTESY ENGLISH接待处礼貌服务英语COURTESY ENGLISH FOR RECEPTION1、请填写登记表。
Please fill in the registration form.2、请稍等。
Just a moment please.3、先生，您有没有预约？Do you have a reservation with us, sir?4、您预备如何付款呢？How would you like to pay your bill?5、请问怎么拼呢？How do you spell that, please?6、我在贵店预订了房间。
I have a reservation with you.7、请让我刷您的信用卡好吗？May I print down your card, please?8、早上好***先生（女士），有一位先生（女士）在大堂想和您通话，请稍候。
Good morning/afternoon/evening, Mr/Mrs….There is a Mr/Mrs…in the lobby whowants to speak to you. Just a moment, please. 9、对不起，电话没人接。
I’m sorry, but nobody is answering the phone. 10、请您在这里签一下字，好吗？Would you sign here, please?11、您打算在这里逗留多长时间？How long will you be staying here?12、能对一下您的护照吗？May I see your passport?13、这是房间钥匙，您的房间号码是***。
Here’s the room key. Y our room number is***.14、我能和David讲话吗？May I speak to David, please?15、我能给他留言吗？Could I leave a message for him?16、我们希望您在这里和我们一起度过的时光非常愉快。
酒店基本用语第一篇：酒店基本用语酒店基本用语欢迎和问候语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? 您好!Glad to meet you.很高兴见到您。
3.How are you? 您好吗?Fine, thanks.And you? 好的，谢谢，您呢?4.Welcome to our hotel(restaurant ,shop)欢迎到我们的宾馆(餐厅、商店)来。
5.Wish you a most pleasant stay in our hotel.愿您在我们宾馆过得愉快。
(客人刚入店时)6.I hope you will enjoy your stay with us.希望您在我们宾馆过得愉快。
(客人在饭店逗留期间)7.Have a good time!祝您过得愉快!电话用语8.Park Hotel, Front Desk.Can I help you? 公园饭店，前厅。
您找谁?9.Sorry, I’ve dialed the wrong number.对不起，我拨错号了。
10.May I speak to your General Manager? 能和你们总经理说话吗?11.Sorry.He is not in at the moment.对不起，他现在不在。
Would you like to leave a message? 您要留口信吗?12.Pardon? 对不起，请再说一遍好吗?I beg your pardon? 对不起，请再说一遍好吗?祝贺语13.Congratulations!祝贺您!14.Happy birthday!生日快乐!15.Happy New Year!新年快乐!16.Merry Christmas!圣诞快乐!17.Have a nice holiday!节日快乐!18.Wish you every success!祝您成功!答谢和应答语19.Thank you(very much).谢谢您(非常感谢)。
客房部服务英语第一节基本礼貌用语1、称谓用语3) Excuse me. 对不起。
1)知道客人的姓氏时: 4) Sorry to have kepy you waiting.Mr.XX "XX先生" 对不起,让您久等了。
Mrs.XX "XX太太" 5) That’s all right.没关系Mr & Mrs.XX "XX先生和太太" 6) Don’t mention it.不必介意Miss XX "XX小姐" 5、祝贺用语2)不知道客人的姓氏时: 1) Congratulations. 祝贺您Sir "先生" 2) Have a good day. 祝您快乐Madan "女士" 3) Merry Christmas. 圣诞快乐Miss "小姐" 4) Happy mew year. 新年快乐3) 对团体客人的称呼: 5) Happy birthday. 生日快乐Gentinen "先生们" 6、告别用语Ladies & Gentlimen "女士们、先生们" 1) Good-bye 再见Ladies "女士们" 2) Have a nice trip. 一路顺风Lady & Gentlemen "女士和先生们" 3) Hope to see you ag2、问候用语希望再见到您。
1) How do you do ? 您好4) Good night. 晚安2) How are you? 您好吗？7、应对用语3) I’m fine, thank you,And you? 1) Yes, sir/madam.好的,先生/太太很好,谢谢。
您呢？2) Certainly, sir/madam. 当然可以4) Good morning. 早上好。
武陵源宾馆员工礼貌服务用语一、常用词汇先生/女士sir/ lady卫生间Toilet/ W.C/ lavatory/ bath room中餐厅Chinese restaurant西餐厅west restaurant泡脚feet-dipping演艺中心showplace全陪导游tour guide 司机driver 香皂soap 沐浴液shower洗发液shampoo 卫生纸toilet paper电吹风hair drier 剃须刀razor 毛巾towels 浴巾bath towel面巾face towel 梳子comb 牙刷toothbrush 牙膏toothpaste插座plug 烟灰缸ashtray信封envelope 衣架caathangers湿巾wet towel 茶水teas绿茶green tea北京二锅头erguotou made inBeijing啤酒beer电话号码telephone number房间号码room number二、方位：前front 后behind左left 右right三、数字0~100 zero 1 one 2 two3 three4 four5 five6six 7seven 8 eight9 nine 10 ten四、基本礼貌用语欢迎您下榻我宾馆。
Welcome to our hotel!欢迎welcome您好How do you do!/ How areyou!早上（上午/下午）好。
Good morning(afternoon)晚安！Good night!祝您节日快乐Have a good holiday!新年快乐！Happy new year!生日快乐！Happy birthday!对不起！Sorry!没关系！Don‟t mention it!不要紧！It doesn‟t matter.别客气！Y ou are welcome!再见！Bye-bye!请问我能帮到您什么吗?What can I do for you?/May I helpyou?请稍等。
直接称谓语：Gentleman 先生Sir 先生Mr 某某先生Lady 夫人、女士Madam 女士Mrs 某某夫人、某某太太Ms 不知是已婚或未婚Ms Green,格林女士，但是Lady Madam后面不能跟姓或名。
间接称谓语：The gentleman 那位先生That lady 那位女士Your husband 您的先生Your wife 您的夫人欢迎语：Welcome to stay in our hotel.欢迎您住在我们酒店。
Welcome to have your meals here.欢迎您来这里进餐。
I hope you will enjoy your staying here.希望您在这里生活愉快。
问候语：How do you do? 您好！Good morning. 早安！Good afternoon.. 午安！Good evening. 晚安！Long time no see you. How are you?多日不见，您好吗？祝贺语：Congratulations! 恭喜、祝贺I wish you a happy holiday!祝您节日愉快！A merry christmas to you!祝您圣诞愉快！Happy New Year!祝您新年愉快！Wish you a happy birthday!祝您生日愉快！Wish you every success!祝您一切都好！Wish you good business!祝您生意兴隆！告别语：Good bye 再见。
Good night 晚安。
See you tomorrow.明天再见。
Pleasant journey!祝您旅途愉快！Have a good trip!一路平安！Hope to see you again.欢迎您再来。
May I help you?我能为您做些什么吗？Is there anything else?您还有别的事情吗？Will it trouble you?这会打搅您吗？Would you like……?您喜欢……吗？Would you want……?您需要……吗？Can you……?您能够……吗？Would you mind if I……?我可以……吗？Please speak slowly.请您讲慢一点。
一、预定1、上午/下午/晚上好，我能为您做些什么？Good morning / afternoon/ evenig, May I help you?2、请问您一共有多少人来用餐？How many presons are there in you party,Sir/Madam?How many gicests are coming?3、请问您几点到？What time would you like to arrive?4、请问您贵姓？May I have your name,please?5、可以留下您的联系方式吗？May I take your telephone number,please?6、请问您有什么需求需要我们做准备的？Is there anything specis you would like us to prepore?7、如果您有什么要求，请通知我们。
If you have further requiements,please let us know.8、恐怕我们餐厅给您留座到晚上8：00。
I'm afraid that we only can guarantee the table before 8:00in the evening.二、迎宾1 、上午好，欢迎光临。
Welcome to our restanrant.2、我能为您做些什么？May I help you?3、请问您是否有预定？Do you have a reservation?4、请问您一共有多少人来用餐？How many persons5、请这边走/请跟我来。
This way please/Follow me,please.6、先生，您看见在这里可以吗？Would you like to sit here,sir?7、您是愿意靠窗户坐还是靠门坐呢？Which do you prefer,by the window or near the door?8、您对这张餐桌还满意吗？Is this table fine with you?9、这是您的菜单，先生。
礼宾服务用语（中英文）一、常用词语：breakable(易碎的) produce(出示) deposit(寄存) safety deposit(保险箱) tag(取物牌) valuable(贵重物品)二、常用句型（注：★表示该句话为酒店客人所说）1、寄存物品(1)l’d like to leave this bag with you.★我想把这个袋子寄存在你这儿。
(2)ls there anything valuable or breakable in it?请问里面有贵重物品或易碎物品吗？(3)Would you mind taking the valuables with you, or leaving them at the safety depositbox?您介不介意自己带着贵重物品，或者把它们放在保险箱里呢？(4)Here is your tag.这是您的取物牌。
(5)You’re expected to produce the tag when you collect your bag.您来拿袋子的时候要出事取物牌。
2、领取物品(1)Can l get my bag back please?★请问我能拿回我的袋子吗？(2)May l have your tag please?请把取物牌给我好吗?Could you check if everything is here?(3)麻烦您检查一下东西是否齐全好吗？3、客人遗失了取物牌（1）l left my bag with you ,but l can’t find the tag anywhere.★我把袋子放在你这儿了，可我找不到取物牌。
（2）Do you remember the number of the tag?您记不记得牌子的号码呢？（3）Could you describe it, please?您能不能描述一下（寄存的包裹）呢？（4）May I see some identification, please?我能看一看您的证件吗？（5）Just a moment, please. I’ll check for you.请稍等，我来为您查查看。
酒店常用英语口语带翻译50句1. Greeting•Good morning, can I help you? 早上好，我能帮您吗？•Hello, welcome to our hotel. 您好，欢迎光临我们的酒店。
2. Check-in•I have a reservation under the name of Smith. 我有一个叫做Smith的预订。
•Could you please fill out this registration form? 请您填写这张登记表好吗？3. Room Assignment•Your room number is 305, on the third floor. 您的房间号是305，位于三楼。
•Enjoy your stay in our hotel. 希望您在我们酒店过得愉快。
4. Room Facilities•Is there free Wi-Fi in the room? 房间里有免费的Wi-Fi吗？•The air conditioning is not working properly. 空调不太正常。
5. Room Service•Can I order breakfast to be delivered to my room? 我可以订购送到房间的早餐吗？•I would like fresh towels and toiletries, please. 我需要新的毛巾和洗漱用品。
6. Dining at the Hotel•What time is breakfast served? 早餐什么时间开始供应？•I would like to make a dinner reservation for two at7 pm. 我想预订今晚7点的晚餐，两人。
7. Checking Out•Could you please prepare the bill for room 305? 请给305房间准备账单。
