酒店客房部-客房部英语培训资料

客房部基础英语培训词汇部分housekeeping department of vocabulary本章概述一、Room words 房间词汇二、Speeial words 客房特殊词汇1、Sleeping 睡眠空间2、Washing 梳洗空间3、Living 起居空间4、Writing 书写空间5、Storing 存储空间6、Other equipment 其它设备Part One: Sleeping 睡眠空间1)、床bed床单sheet 被子quilt被罩bed-cover 枕头pillow 内枕pillow-slip枕套pillowcase 毛毯blanket 床垫mattress床垫套Mattress pad 床头灯bed-side lamp 床头灯罩lamp shade灯泡light bulb 壁画picture 墙壁wall壁纸wallpaper 折叠床folding bed 加床rollaway bed2)、床头柜bedside table电话telephone 便签note paper 笔pen电子表clock 请匆吸烟卡please don’t smoke on the bed音响radio 夜灯night lightPart Two: Washing 梳洗空间1)、洗脸台mode镜子bathroom mirror 中巾架towel rack 洗手盆wash hand basin面盆水龙头tap 下水堵stopper 排水河drain hole化装镜vanity counter 肥皂碟soap dish 卷纸架toilet paper holder 吹风机hairdryer 垃圾筒garbage can 烟灰缸ashtray口杯drinking glasses 小巾hand towel 中巾face towel牙刷toothbrush 牙膏toothpaste 浴帽shower cap梳子 b 针线包a swing kit 洗发水shampoo润肤body lotion 肥皂soap 面巾纸tissue卷纸toilet paper 剃须刀razor2)、抽水马桶toilet bowl马桶盖toilet seat cover 马桶垫toilet seat 抽水柄flush handle排水管waste pipe 溢出overflow3)、浴缸bath tub大巾架towel rack 浴缸扶手grab bar 淋浴头shower head晾衣绳clothes line 地巾bath mat 浴袍bathrobe浴巾bath towel 浴帘shower curtain 浴帘杆shower rail4)、其它词汇other words丢失missing 染污stain 堵塞clog烧坏的burn out 不通风的stuffy 门钩door hookPart Three: Living 起居空间1)、休闲咖啡桌coffee table 圈椅chair 扶手椅armchair火柴match 落地灯floor lamp 窗户window宣传架notice 窗帘杆curtains rod 窗帘curtains2)、娱乐电视TV 遥控器remote control 机顶盒VOD电视柜TV shelf 节目单TV program list3)、小酒吧mini bar酒单minibar list 热水壶electric kettle 冷水壶Flask冰筒ice bucket 托盘tray 茶壶teapot茶叶tea 咖啡coffe 咖啡杯cup茶杯tea cup 冰箱fridge4)、酒水花生peanut 土豆片chips 可乐co-ca-co-la雪碧sprite 本地啤酒local beer 果汁juice新其士Sunkist 巧克力chocolate 本地矿泉水mineral water 进口矿泉水evianPart Four: Writing 书写空间1)、写字台writing desk梳妆镜dressing mirror 台灯lamp 节目架TV program shelf 梳妆椅dress table stool2)、文具盒stationery box信纸envelope 传真纸fax paper 笔pen抽屉drawer 服务指南Service Guide 电话本Imperial GuidePart Five : Storing 存储空间壁橱closet 衣柜wardrobe 衣架hanger备用枕头extra pillow 毛毯blanket 洗衣单laundry list洗衣袋laundry bag 鞋拨子shoehorn 衣刷子cloths brush擦鞋纸shoeshine 拖鞋slipper 保险箱safe BOX行李架luggage rackPart Six : Other Equipment 其它设备1)、门厅门door 门锁lock 门把手handle窥镜spy-hole 打扫牌make up room DND牌do not disturb 早餐牌breakfast card 开关switch 沙帘cheers窗台window sill 电源插座socket 适配器adapter花瓶vase 沙发sofa 安乐椅easy chair穿衣镜full-length mirror 紧急疏散图fire escape plan 壁角板skirting插头plug 接线板Wiring board 吸尘机vacuum cleaner 抹布dust cloth 钥匙master key 手推车trolly消毒剂disinfectant 空气清新剂air freshener 剪刀scissors熨斗iron 胶水glue water 胶条adhesive tape宽带线coder line 变压器transformer 空调air condition一、greeting 问候二、offering help 提供帮助三、promising 承诺四、apologize & Responding to apologies 道歉和回应的道歉五、sympathizing 同情六、expressing thanks & responding to thanks 表达感谢和回应,谢谢七、giving suggestions 给予建议八、saying goodbye 说再见九、responding to plaints 回应投诉十、inquiring about preference 打听偏好十一、asking for & giving directions 要求和指示十二、making a request 请求十三、good wishes 良好的祝愿语英语培训（一）一、问候：Good morning sir/Mr…... 早上好先生Good afternoon miss/madam 下午好Good evening 晚上好Good night 晚安二、情景对话：A：Housekeeping . May I e in? 服务员，我可以进来吗？B: Yes, what it is? 什么事呀？A: we ‘d like to clean the room. May we do it now:? 我们为您打扫房间，现在可以吗？B: Yes, go ahead 可以来吧！三、句型May I make up your room? 我可以打扫您的房间了吗？May we clean your room now . Sir? 我可以打扫您的房间了吗？Could you e back later? 你能一会儿来吗？May I help you / what can I do for you ? 我能帮您做点什么吗？四、词汇morning 早上afternoon 下午evening 晚上Housekeeping 客房服务员clean the room 打扫房间e back later 一会儿来make up room 打扫房间英语培训（二）一、日常用语Excuse me. Sir/Miss/Madam 打扰您一下，先生// 小姐Thank you/thanks 谢谢You are wele. 别客气Goodbye / See you 再见二、句型What time would it be convenient. Sir? 什么时候比较方便先生？We’ll e and clean your immediately.我们将立刻来打扫您的房间What time is it now? 现在几点了？What is your room number ? 我的房间是哪间？三、数字/时间one two three four five six seven eight nine ten eleven twelve thirteen fourteen fifteen sixteen seventeen eighteen nineteen twenty-one thirty fifty sixty seventy eighty ninety thousand million billionone ‘o clock two ‘o clock two thirty a quarter to/pa st three四、词汇Just a moment 稍等convenient 方便immediately立刻英语培训（三）一、日常用语I’m sorry to disturb you sir.打扰了先生Have a nice day . 祝您今天过的愉快Have a good rest 祝您过的愉快Sure Certainly 当然可以二、句型I’ll be there in a few minutes 我马上就去Could I have some more towels\tea\coffee 请给我那一些毛巾\茶叶\咖啡I’ll get there right away \I ‘ll bring it right away 我马上去拿\ 我马上给您拿来I’m sorry to have kept you waiting 对不起让您久等了三、词汇disturb打扰rest休息minutes分钟towel毛巾wait 等侯tissues面巾纸quilt被子ashtray烟灰缸ice冰块hot water热水英语培训（四）一、日常用语Have a pleasant evening 祝您度过愉快的夜晚Is there anything else I can do for you 还需要我做什么二、句型Do you have laundry? 你有洗衣吗？May I replenish you mini bar? 我能给您补充酒水吗？When will they be ready ? 什么时间能洗好？We’ll deliver them tomorrow evening around six 。

敦煌宾馆客房部英语培训计划一．培训目标1. 能够用英语礼貌问候外宾。

2. 结合本部门工作程序，掌握核基本英语服务用语。

二．教学方法。

1. 以领读为主。

掌握常用单词及句子的发音，读法。

2. 当天掌握发音，课后背会。

第二天提问。

3. 所要要求的句子全部背会后，后期训练对话。

客房部英语培训资料（2019年冬）常用礼貌用语（一）一．常用词汇：1.Please 请11. Nice 美好的2.Excuse me 对不起12.room number 房号3.Pardon? 对不起，请您再说一遍好吗？13. floor 楼层4.I’m very sorry. 非常抱歉。

14.evening 晚上5.Thank you . 谢谢。

15.weekend 周末6.Welcome 欢迎16.Follow 跟随7.Sir 先生17.first 首先8.Madam/Miss女士18.first floor (美)一楼9.hotel 酒店 19. second floor (美)二楼10. Help 帮助 20.room card 房卡二．常用句子(和客人招呼时忌用“Hi”或“Hello”，应按照时间说：“Good morning, .”“Good afternoon”称呼个别客人：如一时不知客人的姓氏，切不可单独用“Lady” , “Miss”，而应称呼：“Sir”“Madam”)1. Good morning,sir. can I help you?早上好，先生，我能为您效劳吗？2.Good afternoon,madam? may I help you?下午好，太太，有什么我可以为您做呢？3.It’s my pleasure.很乐意为您服务。

4.You are welcome.不用谢。

5. It’s nice to see you.很高兴见到您。

6.. How are you? 您好吗？Fine, thanks. And you?很好，谢谢。

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。

northwestpresidential suite 总统套deluxe suite 豪华套single room 单间executive suite 商务套standard(double)room 标准间junior suite 普通套assistant manager 大堂副理handicapped room 残疾人用房cashier 收银员receptionist 接待员operator (总机)话务员telephone switchboard电话总机extension 分机bellman 行李员bowling 保龄球housekeeping department客务部gymnasium 健身房room/housekeeper/floor attendant 客房服务员restaurant 餐厅the front desk/office 前台lobby 大堂bell 门铃hall closet/wardro 衣橱，壁橱peep hole 窥视孔please make up room 请打扫房间make up 整理hanger 衣架spare pillow 备用枕头breakfast menu 早餐单bathrobe 浴袍closet rods 衣柜挂杆clothes brush 衣刷flash light 手电筒laundry bag 洗衣袋safety box 保险柜shoe horn 鞋把blanket 毛毯mini-bar 迷你吧ice-bucket 冰桶ice-clip 冰夹glass 玻璃杯refrigerator 电冰箱mineral water 矿泉水soft drink 软饮料free mineral water 免费矿泉水drink (beverage)饮料cup 茶杯mend 缝补mineral water with compliment免费矿泉水lobby bar 大堂吧business floor bar 商务酒吧trade mark/shop 商场business center 商务中心reservation center 预定中心morning call 叫醒服务meal voucher 就餐券laundry 水洗floor 楼层laundry 洗衣、洗衣房laundry service 洗衣服务dry-clean 干洗pressing 烫衣regular service 普通服务4-hour service 快洗服务cleaning list/form 洗衣单settee 背椅furniture 家具express service 快洗服务air-conditioning 空调PA(public area)公共区域sitting-room 客厅cushion 靠垫chaise 躺椅couch 双人沙发chain lock 防盗扣do not disturb 请勿打搅coaster杯垫plug 插头socket 插座kettle 水壶drawer 抽屉baggage (luggage) rack行李柜，行李架shopping bag 礼品袋good night card 晚安卡television cabinet 电视柜program card 节目单TV remote control 遥控器desk 桌子mirror 镜子table lamp 台灯telephone 电话机south east南东北西computer line 电脑线bed table 床头柜face towel 面巾tips 小费chair 椅子alarm clock 闹钟hair dryer 吹风机emery board 指甲锉service directory 服务指南yellow page 黄页bath tub 浴缸sanitary bag 女宾袋ashtray 烟灰缸night light 夜灯shower head 淋浴头shower cap 浴帽matches 火柴trash can 垃圾桶closet 马桶elevator lift 电梯envelope 信封bed pad 床垫tap 水龙头fruitplate 果盘writing paper 信纸bed sheet 床单wash basin 面盆fruit knife (fork)水果刀(叉) fax paper 传真纸bed skirting 床裙towel rack 毛巾架ice cubes 冰块post card 明信片pillow case 枕头套marble table 大理石台面room card 房卡sewing kit 针线包smokedetector 烟感器hanger 衣架、挂钩passport 护照map 地图carpet/rug vacuum cleaner wall telephone 面包机deposit 押金ballpoint pen 圆珠笔吸尘器bidet 净身器charge 收费pencil 铅笔wall lamp 壁灯flower vase 花瓶price 价格window 窗户ceiling lamp 吊灯tissue paper dispenser Poker 扑克curtain 窗帘ground lamp 落地灯面巾纸盒night-club 夜总会slipper 拖鞋bathroom 浴室shower curtain 浴帘massage 按摩、桑拿shoe shine clothe 擦鞋布fluorescent lamp 日光灯tissue/toilet paper 卫生纸boiling water 开水memo/note pad 便签serving tray 托盘bath gel 沐浴液newspaper 报纸bed 床scale 体称razor shaver 剃须刀corridor 走道shampoo 洗发液hand towel 小方巾comb 梳子trolley 手推车quilt 被子wash room 洗手间tooth brush 牙刷Monday 周一pillow 枕头shower 淋浴tooth past 牙膏Tuesday 周二shoe basket 鞋篮bath towel 澡巾soap 肥皂Wednesday 周三toilet 洗手间ground towel 地巾cotton swab 棉签Thursday 周四Friday 周五Maintain 维修drink 饮料icebox/refrigeratory 冰箱Saturday 周六Safety 保险柜food 食品electric torch 手电筒Sunday 周日Cigarette 香烟bedsheet 床单bed 床January 一月Nailhole 指甲剪quilt cover 被套dish 盘子February 二月Forfex 剪刀bath robe 浴衣scoop 勺子March 三月Socket 插座towel 毛巾boud 碗April 四月Blower 吹风机pillowcase 枕套knife 小刀May 五月Charger 充电器curtain 窗帘fixing 调料June 六月Keep secrecy 保密ashtray 烟灰缸sugar 糖July 七月Remote control 遥控器glass 杯子salt 盐August 八月Massage 按摩tea-cap 盖杯shoeshine 鞋油September 九月Entertainment 娱乐tea-box 茶叶盒toecap 鞋刷October 十月elevator 电梯clothes-rack 衣架insect 虫November 十一月tea 茶叶the senice clamps 服务夹glue water 胶水December 十二月water bottle 水壶noise 菜谱calculator 计算器Fine 晴for free 免费close stool 马桶rule 尺子Overcast 阴safe-conduct 安全通道broken electricity 断电stapler 订书机Snow 雪reticle 网线window 窗户inkpad 印泥Rain 雨iron 熨斗make water 漏水mouse 鼠标Cloudy 多云ironing board 熨衣板lock 锁do not disturb 勿扰FO 前台map 地图chair 椅子make up room 打扫房间Cashier 收银hot water 热水light 灯extra bed 加床Guest 客人fruit 水果bathtub 浴缸no need service 不需要服务Telephoto 电话shoeshine 擦皮鞋ice 冰lost and found 遗留物品plug 插销二、客房服务常用短语：morning call service 叫醒服务room service 客房用餐服务dial outside call / internal call 拨打外线电话DDD(domestic distant dial)国内长途certainly 固然可以IDD(international distant dial ) 国际长途public phone 公共电话Room/floor attendant楼层服务员good morning 早上好good afternoon 下午好good evening 晚上好toilet needs 卫生用品check-out room 退房turn-down service 夜床服务by the way 顺便问一下door knob menu客房内的门把菜单don’t worry 别耽心please wait a moment 稍等I’m afraid not很抱歉、恐怕不行OCC(occupied) 住客房C/O(check out ) 走客房V(vacant)空房VD(vacant dirty )脏房OOO(out of order )维修房DND(do not disturb)勿扰房VIP(very important person)贵宾LSG(long staying guess)长住房Make up the room 打扫房间go ahead 您请说after you 您先请put …through to 往….转电话sign the bill 签单sign your name 签名Have a nice trip 旅途愉快good luck 好运see you late/tomorrow再见、明天见It’s very kind of you!您真是太客气了！How do you do? 您好！ (初次见面，回答同样用该句)welcome to our hotel欢迎光临！good bye 再见You are welcome / not at all / It’ s mypleasure 不用谢！thank you very much 非常感谢I’m sorry 很抱歉Excuse me 打搅一下！go upstairs/downstairs上楼/下楼This way please 这面请turn right/left 向右/左转go straight on 直走extra bed 加床how are you？fine .thank you！andyou？您好吗?很好!谢谢!您呢??price list 房价表general manager 总经理deputy general manager副总经理general manager’s assistant总经理助理sales department 销售部executive office 总经理办公室front office 前台部food and beverage department餐饮部personal department人力资源部shopping arcade 商场financial department 财务部security department 安全部purchasing department 采购部engineering department 工程部G: guest 客人R: room attendant 楼层服务员1. showing the guests to the room 为客人带路R: Good morning, sir and madam. Welcome to International peace hotel!G: Good morning. Are you a room attendant?R: Yes, I can. What can I do for you?G: Yes. Where is room 2708,please.R: It’s along here. I can show you to your room.(after a while).Here it is.(The room attendant knocks at the floor first. opens it. and precedes the guests into the room and turns on the lights).This way ,please.G: Thank you very much.R: It’s my pleasure! And wish you have a nice trip in HeFei!2. Making up the room.Dialogue one:(The room attendant knock at the door. Then the door opened)R: Good morning! May I clean your room now?G: Well, Thank you! Please come back about 20 minutes.R: Sorry to disturb you. I will come back later. Have a nice day.Dialogue Two:R: Good morning, madam. May I come through, please?G: Good morning! It’s almost 11 o’clock. and my room hasn’t been made up it.R: I’m sorry, madam. I’ll be there as room as I finish this one.G: How along will it take? R: About 10 minutes.Dialogue Three:R: Good morning, sir and madam. May I do the turn-down service for you new?G: Oh, thank you! Would you tidy up a bit in the room? It’s quite a mess now.R: Yes, It’ll just be finished in a few minutes!(After a while)R: It’s growing, dark. Would you like me to draw the curtains and turn on the lights for you!G: Why not! That would be comfortable!R: And three are today’s newspaper, You can read it at anytime you want!G: Oh. Thank you so much!R: I’m always at your service! Good night!3. Laundry service.洗衣服务Dialogue one:G: Good afternoon! I want to have some laundry.R: Yes, sir. just leave it in the laundry bag and sign your name and room number on the laundry list. G: What can I get it back?R: Tonight at 6:00pm.by regular service./Since it is already 3:00pm.you can get them back before 12:00 at tomorrow noon. by regular service.G: Can it be more quickly?R: Express service is avail aide. You can get it back with 4 hours. but it ’s 50% more than the regular service.G: OK, I’ll choose the express service!Dialogue two:R: Excuse me, Sir and Madam. Your clothes are ready. Will you see if they are all right?G: Very good. G: Air conditioner is not cool/heat enough.R: Here you are. R: Well, Let me see! Oh, I’m sorry sir. We’ll contact with engineer department to send some one are G: Oh, How nice! Your hotel’s laundry service is excellent. up to cheek if for you.R: Thank you !That’s just what we should do. Dialogue three4. Repairing G: There is no water in the shower head. Can you call someone to fix it for me.Dialogue R: We’ll call the engineer immediately. I’m sorry for any inconvenience.G: Excuse me! 5. Room serviceR: Yes? G: What would like to take our lunch in our room. Could you bring it here?G: Ah, I’m afraid tore is something wrong with the TV.I can’t turn it on. R: Yes .Of course. Our hotel provides very good room service, sir.R: Well, There is a switch on the beddable, Did you turn on it? G: Very nice. When should me order our lunch?G: Yes, I’ve done is.R: At any time you want. You may dial “2619”to call the room service section directly to order R :I’m sorry. May I have a look at it? breakfast, lunch or dinner.(Trying to fix it, but in rain) G: By the way. What should we do with the plates when we finish eating?R: I’ll send for an electrician to have it repaired. Please wait just a few minutes. R: You can call me to clean it up, or just leave them outside you room.(She leaves the room. Five minutes later. There is a knock on the door). G: Oh, I see. Thank you.R: Housekeeping, May I come in? 6. Miscellaneous servicesG: Yes. Dialogue oneR: Good evening! We are going to check your TV set. R: Good morning. Dear Madam!(Electncian finishes the repairing) G: Good morning. Will you de me a favor?R :Dear sir, everything is OK now, Is there anything dse I can do for you? R: Sure.G: No, Thanks very much! G: I’d like to have some glasses?R: It’s my pleasure .And with you have a sweet evening! R: How many would you like?Dialogue two G: Three.R: Good evening! What’s the matter sir? R: Yes, we’ll send them up right away.Dialogue twoG: The air in the room is stale. Can you do something about it?R: Do you mind if we spray air freshener?/ Do you mind me open the windows for a little whule. G: No go ahead!R: Thank you very much for you understanding!Dialogue threeG: Will you do me a favor? Miss?R: Certainly sir.G: This is my first visit to HeFei. I wonder if your hotel has the morning call service.R: Yes, sir. At what time do you want me to call your up?G: At 6:00 sharp tomorrow morning. please.R: What kind of call would you like. By phone or by knocking at the door?G: By phone. I don’t want to elistrub my neighbors.R: That’s very kind of you sir. Well, I’ll tell the operator to call you up at 6:00 tomorrow morning. G: Thanks!R: My pleasure, sir! Sleep well and have pleasant dreams.Dialogue FourR: Good morning. What can I do for you?G: Yes. I’d like to check out my room. But I want to have the breakfast first!R: Well, Is that any luggage in your room?G: Yes, a lot of luggage.R: I see. I’ll contact the bell service center to get you luggage there. And after you finish your breakfast. You can come to the Front desk to check out your room and get back your luggage directly!G: Wonderful! Thank you!R: You are welcome!Dialogue fiveG: I left my key in the room. Would you open the door for me?R: Sorry, Due to the security reasons. I can not open the door for you. Please contact the front desk. Dialogue sixR: Housekeeping. May I come in?G: Yes, What’s the matter?R: Your smoke detector is flashing, sir. Is the anything burning in your room!G: No, I’ve been smoking a cigar. That’s all.R: May I check your room sir!G: Sure, go ahead.(Checks the room)R: Thanks, sir. I’m sorry to have disturbed you.G: Oh. That’s all right.R: The detector is very sensitive. So if you smoke nest time, Please open the window.G: Oh, That’s all right.R: The detector is very sensitive. So if you smoke nest time. Please open the window.G: Thank you for your suggestion.R:I hope you can stay here happily. And anytime you need half. Just call me! See you!G: Thanks. Bye-bye.新增加部份：1.开门G: I ’m the guest from 1817.And I left key in the room/My key isn ’t available. Would you open thedoor for me?R: I’m sorry. Let me past you call. Thonght to the front desk. Then after they check the identity with you. I’ll call the attendant open the door for you. OK?2.G: When can I take my breakfast?R: You can have your breakfast on the second floor from 6:30am to 9:30am.3.G: I want to have two pokers?R: The pokey is at the price of 10 yuan a box in cash. Including 54 sheets. The ototle price is 10 yuan. Is that OK?4.G: I have to check out my room. And my room number is 1314.R: Well. Please go the front office on the first floor with you luggage. I ’ll call the room attendant to cheek out your room.G: Hello. May I have two more cans of cola? My room number is 1211.R: Of course. I ’ll call the altendant send it to you. Please sign your name and room number on the winelist.6.G: I’m the guest lived in room 2705 two ays before. And I cheeked my room yesterday. I want to ask whether the attendant have found a neck lace in my room.R: Please wait a moment. Lat me check it. Novo your necklace is kept in service center. You can get it back in three months with you indontity card.或者：R: I’m sorry. We haven’t taken any nate about it. Please leave your phone number. After we seek the room again. We’ll contact with you.7.G: I want to get my clothes back.R: Well. What time did you have the laundry?G: At1 ．(先生)普通对熟悉的男士的尊称，后面加之姓氏，例如：Mr zhang 张先生。

客房部新员工培训计划英语Room Division New Staff Training ProgramIntroductionThe purpose of the Room Division New Staff Training Program is to provide new employees with the necessary knowledge and skills to excel in their roles within the department. This comprehensive training program will cover various aspects of guest services, room operations, and hotel standards. The program will consist of both theoretical and practical training sessions to ensure that the new staff members are well-equipped to perform their duties effectively.Training Objectives1. To familiarize new staff with the hotel's policies, procedures, and standards.2. To develop a strong understanding of guest service and satisfaction.3. To ensure that new staff members are proficient in room operations and management.4. To cultivate a positive and professional attitude in all staff members.Training ScheduleThe training program will be conducted over a period of two weeks, with a combination of classroom sessions, on-the-job training, and role-playing exercises. The schedule will be as follows:Week 1:- Day 1: Introduction to hotel operations and departmental overview- Day 2: Hotel policies and procedures- Day 3: Guest service excellence and effective communication- Day 4: Room types, amenities, and facilities- Day 5: Housekeeping and room maintenanceWeek 2:- Day 6: Front office operations and reservations- Day 7: Revenue management and upselling techniques- Day 8: Problem-solving and conflict resolution- Day 9: Role-playing exercises and practical assessments- Day 10: Final assessment and evaluationTraining MethodsThe training program will utilize a variety of methods to ensure that new staff members are engaged and actively learning. These methods will include:1. Classroom sessions: Interactive lectures and presentations to deliver theoretical knowledge.2. On-the-job training: Shadowing experienced staff members to observe and learn practical skills.3. Role-playing exercises: Simulated scenarios to practice handling guest interactions and problem-solving.4. Assessments: Written tests, practical evaluations, and feedback sessions to gauge learning progress.Evaluation and FeedbackAt the conclusion of the training program, all new staff members will undergo a final assessment to evaluate theirunderstanding and proficiency in the training materials. Additionally, feedback will be collected from both trainers and trainees to identify areas of improvement and further training needs.ConclusionThe Room Division New Staff Training Program aims to provide new employees with a solid foundation of knowledge and skills to excel in their roles within the department.By combining theoretical learning with practical application, the program will ensure that new staff members are well-prepared to deliver exceptional service to our guests and uphold the high standards of the hotel.客房部新员工培训计划引言客房部新员工培训计划的目的是为新员工提供必要的知识和技能，使他们能够在部门内发挥出色的作用。

Section E Summary小结
In this unit, we have learned about the procedures of hotel maintenance service and useful words or expressions for offering service. To ensure hotel maintenance standards are achieved, the hotel maintenance worker must perform a variety of tasks. From preventative maintenance to repair work, hotel maintenance workers must strive to keep the hotel at a high quality level.
New Words and Expressions 1. light bulb 灯泡 2. electrician n.电工 3. Maintenance Department 维修部 4. burn out 烧坏 5. technician n.技工，维修工
Useful Words and Expressions
批注本地保存成功开通会员云端永久保存去开通
Chapter 2 Housekeeping Department客房部
Unit 1 Cleaning the Room 打扫房间
Training Objectives实训目标 After learning this unit, students will be able to: 1. Understand the hotel housekeeping procedures. 2. Understand basic housekeeping service. 3. Offer basic housekeeping services. 4. Deal with the guest complaints.

课程安排第一部分数字及其相关表达（3h）数字及房间表达1h时间表达及叫醒2h第二部分客房物品基础词汇（3h）第三部分句型及对话（10h）一房间清理（2h）二电话接听（2h）三洗衣服务（2h）四维修服务（2h）五其他服务（2h）客房英语培训教程第一部分数字及其相关表达0 zero一one 十一eleven二two 十二twelve 二十twenty 二十一twenty-one 三three 十三thirteen 三十thirty 三十二thirty-two 四four 十四fourteen 四十forty 四十三forty-three 五five 十五fifteen 五十fifty 五十四fifty-four 六six 十六sixteen 六十sixty 六十五sixty-five 七seven 十七seventeen 七十seventy 七十六seventy-six 八eight 十八eighteen 八十eighty 八十七eighty-seven 九nine 十九nineteen 九十ninety 九十八ninety-eight 十ten 一百one hundred房号的表达:30510房间-----Room three zero five one zero31201房间-----Room three one two zero one练习：30621 30820 30913时间表达：(1)整点数字+o’clock 7点/8点seven/eight o’clock(2)非整点，一般表达小时+分钟4:12 four twelve 6:20 six twenty(3)加介词1)分钟<=30 分钟+past+小时……几点过几分8:05 five past eight （8点过5分）7:16 sixteen past seven （7点过16分）2)分钟>30 （60-分钟）+ to +（点+1）…….差多少到多少9:35 twenty-five to ten （差25分钟到10点）5:50 ten to six (差十分钟到6点)(4)一刻钟（15分钟） a quarter11点15 a quarter past eleven 11:45 a quarter to twelve (5)正好30分half7:30 half past seven 8:30 half past eight上午am. 下午pm.在早上in the morning 在下午in the afternoon 在晚上at night 8:30 am. 早上八点半half past eight in the morning8:30pm. 晚上八点半half past eight at night2:20 am. 凌晨两点过二十twenty past two in the morning2:20pm. 下午两点过二十twenty past two in the afternoon练习：7:30 a.m. 3:15 p.m. 8:45 p.m.叫醒服务对话A:Good evening，this is housekeeping，may I help you？(晚上好，客房中心，有什么需要帮忙的吗？)G:This is room 31021.A wake up call at half past seven tomorrow morning，please.（这是31021房间，我明天早上7:30需要叫醒）A: Ok, your room number is 31021, and a wake up call at half past seven tomorrow morning ?（好的，31021房间明天早上7:30叫醒？）G: Yes.（是的）A: Do you need the second wake up?（请问您需要二次叫醒吗？）G: No, thank you.（没有了，谢谢）A: It’s my pleasure .Thanks for your calling.（这是我应该做的，感谢您的来电。

酒店客房基础英语[精选5篇]第一篇：酒店客房基础英语酒店客房基础英语基本句型一、打扫房间1、Housekeeping.May I come in?客房服务员，我能进来吗？2、I’m sorry to trouble you, sir May I clean the room now?对不起，打扰了，先生，现在我能为您打扫房间吗？3、Would you like me to make your bed now?现在我能为您整理床铺吗？4、When would you like me to do room , sir?您要我什么时候来为您整理房间，先生？5、Shall we come back later?我们等一会再来，好吗？6、I hope I’m not disturbing you.我希望没有打扰您7、I’m coming to change the sheets and pillowcases.我来调换床单和枕套8、We will come and clean your room immediately.我们马上就来打扫您的房间。

9、Can you tell me your room number?您能告诉我您的房号吗？10、A repairman will come and check it right away.修理工会马上来检查。

11、Don’t worry.We will help you to look for it.不要担心,我们会帮您寻找的。

12、Have you check your room?您检查过您的房间了吗？13、It takes half an hour to finish cleaning.打扫房间一般花半个小时。

14、It will take 6 hours to repair the water pipes.修理水管要花6个小时。

15、Let me inqure about it and I’ll let you know as soon as possible.让我来询问此事，我会尽快答复您。

精品课件
LOGO
句型精选
背 景常识须知
2、客房设施出现问题
➢There's 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 isn't working.空调坏了。 ➢I'm sorry to hear that.很抱歉听到这样的事。 ➢I'll ask the engineer to 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。
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。
It's very hot today, isn't it?
今天真热， 是吧?
Your child is so cute.
精品课件
LOGO
Room Cleaning 清理房间
背
景常识须知
d)道歉
如果是自己的错就说“I am sorry.” 如果是酒店的错，就说“We are sorry.” 注

Housekeeping Department带客进房（1）在引导客人时, 应走在客人的左前方2-3步, 将客人引至接待厅或客房。

客房服务员随后送上开水、毛巾等, 还应主动、适当地介绍服务设施, 热情表示愿为宾客服务。

客房服务员为新来的客人打开房门后自己应先进客房, 一是可避免新客万一走错房间及房内客人照面的尴尬场面, 二是春秋冬季的下午或黄昏、晚上较暗, 而无人的空房是不亮灯的, 服务人员先进去开灯, 可免去客人的不便。

酒店小贴士Tips带客进房绝句1. 如何开灯Please slide the key tag into the key tag box on the wall , and the lights are switched on.请将钥匙板插到墙上的钥匙盒上, 这样灯就会亮。

2.如何用水Pull up the faucet valve , then turn it to the left and the heated water will run out.将水笼头朝上提一下, 然后向左拧, 热水就会出来。

3.设施说明Here is the light switch, the temperature adjuster, the wardrobe and the mini-bar.这是开关、温度调节器、衣柜和食品柜。

4.擦鞋服务Our hotel offers free shoes polishing service for guests.Put your shoes outside the door before you go to bed.我们宾馆为客人提供免费擦鞋服务, 您在睡觉前把鞋放在门外就行。

5.如何开电视To turn on the TV , just press the button on the upper-right corner .按右上角的按钮, 就可以打开电视机。

BASIC ENGLISH FOR HOTEL HOUSEKEEPING STUFF PART ONE WORD客房部基础英语培训词汇部分本章概述一、Room words 房间词汇1、Sleeping 睡眠空间2、Washing 梳洗空间3、Living 起居空间4、Writing书写空间5、Storing 存储空间6、Other equipment 其它设备二、Special words客房特殊词汇一、房间词汇Part One、SLEEPIGN（睡眠空间）一、床bed床单sheet 被子quilt被罩bed-cover 枕头pillow内枕pillow-slip 枕套pillowcase毛毯blanket 床垫mattress白拍（软床垫）mattress pad 床头灯bed-side lamp床头灯罩lamp shade 灯泡light bulb壁画picture 墙壁wall壁纸wallpaper 折叠床folding bed加床rollaway bed二、床头柜bedside table电话telephone 便签note paper笔pen 电子表clock请勿吸烟卡please don’t smoke on the bed音响radio 夜灯night lightPart Two、WASHING （梳洗空间）一、洗脸台: 镜子bathroom mirror 毛巾架tower rack 洗手盆wash hand basin 面盆水龙头tap(hot and cold)下水堵stopper 排水洞drain hole化装镜vanity counter 肥皂碟soap dish卷纸架toilet paper holder 吹风机hairdryer垃圾筒garbage can1、备品：口杯drinking glasses 小巾hand towel中巾face towel 烟灰缸ashtray2、供应品：牙刷toothbrush 牙膏toothpaste浴帽shower cap 梳子comb针线包a swing kit 洗发水shampoo润肤body lotion 肥皂soap面巾纸tissue 卷纸toilet paper剃须刀razor二、抽水马桶toilet bowl ：马桶盖toilet seat cover 马桶垫toilet seat 抽水柄flush handle排水管waste pipe 溢出overflow三、浴缸bath tub: 大巾架towel rack浴缸扶手grab bar 淋浴头shower head晾衣绳clothes line1、备品：地巾bath mat 浴袍bathrobe大巾bath towel 浴帘shower curtain浴帘杆shower rail四、其他词汇other words丢失missing 沾染stain堵塞clog 烧坏的burn out通风不凉的stuffy 门钩door hookPart Three、LIVING （起居空间）一、休闲：咖啡桌coffee table 圈椅chair扶手椅armchair 火柴match落地灯floor lamp 窗户window窗帘curtains(day and night) 窗帘curtain rod宣传架notice二、娱乐：电视TV 遥控器remote control机顶盒VOD 电视柜TV shelf节目单TV program list三、小酒吧mini bar：酒单minibar list 热水壶electric kettle 冷水壶Flask 冰筒ice bucket托盘tray 茶壶teapot茶叶tea 咖啡coffee咖啡杯cup 茶杯tea cup冰箱fridge四、酒水：花生peanut 土豆片chips可乐co-ca-co-la 雪碧sprite本地啤酒local beer 果汁juice新其士Sunkist 巧克力chocolate本地矿泉水mineral water 依云EvianPart Four、WRITING （书写空间）一、写字台writing desk：梳妆镜dressing mirror 台灯lamp 节目架TV program shelf梳妆椅dress table stool二、文具盒stationery box：信纸envelope电传fax paper 行李贴安全须知抽屉drawer ：服务指南Service Guide二、电话本Imperial GuidePart Five、STORING （存储空间）壁橱wardrobe/closet 衣架hanger备用枕头extra/spare pillow 毛毯blanket洗衣单laundry list 洗衣袋laundry bag鞋拔子shoehorn 衣刷子cloths brush 擦鞋纸shoeshine 拖鞋slipper 保险箱safe 衣柜门door行李架luggage rackPart Six: Other Equipment (其它设备)一、门厅：门door 门锁lock门把手handle/doorknob 窥镜spy-hole打扫牌make up room DND牌do not disturb早餐牌breakfast 开关switch沙帘cheers 窗台window sill 电源插座socket 空调air condition花瓶vase 沙发sofa安乐椅easy chair 穿衣镜full-length mirror紧急疏散图fire escape plan 壁角板skirting二、Special Housekeeping Nouns(客房特殊词汇)插头plug 接线板adapter吸尘器vacuum cleaner 抹布dust cloth钥匙master key 手推车trolley消毒剂disinfectant 空气清新剂air freshener 剪刀scissors 熨斗iron 胶水glue water 胶条adhesive tape宽带线coder line 变压器transformerBASIC ENGISH FOR HOTEL HOUSEKEEPING PART TWO客房部英语培训句型部分本章概述一、Greeting二、Offering help三、Promising四、Apologize & Responding to apologies五、Sympathizing六、Expressing thanks & responding to thanks七、Giving suggestions八、Saying goodbye九、Responding to complaints十、Inquiring about preference十一、Asking for & giving directions十二、Making a request十三、Good wishes英语培训（一）一、问候：Good morning sir/Mr…...早上好先生Good afternoon miss/madam 下午好Good evening 晚上好Good night 晚安二、情景对话：A：Housekeeping . May I come in? 服务员，我可以进来吗？B: Yes, what it is? 什么事呀？A: we ‘d like to clean the room. May we do it now:? 我们为您打扫房间，现在可以吗？B: Yes, go ahead 可以来吧！三、句型May I make up your room? 我可以打扫您的房间了吗？May we clean your room now . Sir? 我可以打扫您的房间了吗？Could you come back later? 你能一会儿来吗？May I help you / what can I do for you ? 我能帮您做点什么吗？四、词汇morning 早上afternoon 下午evening 晚上Housekeeping 客房服务员clean the room 打扫房间come back later 一会儿来make up room 打扫房间英语培训（二）一、日常用语Excuse me. Sir/Miss/Madam 打扰您一下，先生// 小姐Thank you/thanks 谢谢You are welcome. 别客气Goodbye / See you 再见二、句型What time would it be convenient. Sir? 什么时候比较方便先生？We’ll come and clean your immediately.我们将立刻来打扫您的房间What time is it now? 现在几点了？What is your room number ? 我的房间是哪间？三、数字/时间one two three four five six seven eight nine ten eleven twelve thirteen fourteen fifteen sixteen seventeen eighteen nineteen twenty-one thirty fifty sixty seventy eighty ninety thousand million billionone ‘o clock two ‘o clock two thirty a quarter to/past three四、词汇Just a moment 稍等convenient 方便immediately立刻英语培训（三）一、日常用语I’m sorry to disturb you sir.打扰了先生Have a nice day . 祝您今天过的愉快Have a good rest 祝您过的愉快Sure Certainly 当然可以二、句型I’ll be there in a fe w minutes 我马上就去Could I have some more towels\tea\coffee 请给我那一些毛巾\茶叶\咖啡I’ll get there right away \I ‘ll bring it right away 我马上去拿\ 我马上给您拿来I’m sorry to have kept you waiting 对不起让您久等了三、词汇disturb打扰rest休息minutes分钟towel毛巾wait 等侯tissues面巾纸quilt被子ashtray烟灰缸ice冰块hot water热水英语培训（四）一、日常用语Have a pleasant evening 祝您度过愉快的夜晚Is there anything else I can do for you 还需要我做什么二、句型Do you have laundry? 你有洗衣吗？May I replenish you mini bar? 我能给您补充酒水吗？When will they be ready ? 什么时间能洗好？We’ll deliver them tomorrow evening around six 。

BASIC ENGLISH FOR HOTEL HOUSEKEEPING STUFFPART ONE WORD客房部基础英语培训词汇部分一、 Room words 房间词汇1、 Sleeping 睡眠空间2、 Washing 梳洗空间3、 Living 起居空间4、 Writing书写空间5、 Storing 存储空间6、 Other equipment 其它设备二、Special words客房特殊词汇一、房间词汇Part One、SLEEPIGN（睡眠空间）一、床bed床单sheet 被子quilt 被罩bed-cover枕头pillow 内枕pillow-slip 枕套pillowcase毛毯blanket 床垫mattress 白拍mattress pad床头灯bed-side lamp 床头灯罩lamp shade 灯泡light bulb壁画picture 墙壁wall 壁纸wallpaper折叠床folding bed 加床 rollaway bed二、床头柜bedside table电话telephone 便签 note paper 笔pen电子表clock 请勿吸烟卡please don’t smoke on the bed 音响 radio 夜灯night lightPart Two、WASHING （梳洗空间）一、洗脸台:镜子bathroom mirror 中巾架 tower rack洗手盆wash hand basin 面盆水龙头tap(hot and cold) 下水堵stopper 排水洞drain hole化装镜vanity counter 肥皂碟 soap dish卷纸架 toilet paper holder 吹风机 hairdryer垃圾筒garbage can1、备品：口杯drinking glasses 小巾hand towel中巾face towel 烟灰缸ashtray2、供应品：牙刷toothbrush 牙膏toothpaste浴帽shower cap 梳子comb针线包a sewing kit 洗发水shampoo润肤body lotion 肥皂soap面巾纸tissue 卷纸toilet paper剃须刀razor二、抽水马桶toilet bowl ：马桶盖toilet seat cover马桶垫toilet seat 抽水柄flush handle排水管waste pipe 溢出overflow三、浴缸bath tub: 大巾架towel rack浴缸扶手grab bar 淋浴头shower head晾衣绳 clothes line1、备品：地巾bath mat 浴袍bathrobe大巾bath towel 浴帘shower curtain浴帘杆shower rail四、其他词汇other words丢失missing 沾染 stain 堵塞clog烧坏的 burn out 通风不凉的 stuffy 门钩door hookPart Three、LIVING （起居空间）一、休闲：咖啡桌coffee table 圈椅chair 扶手椅armchair 火柴match 落地灯floor lamp 窗户window窗帘curtains(day and night) 窗帘curtain rod宣传架notice二、娱乐：电视 TV 遥控器remote control 机顶盒 VOD电视柜TV shelf 节目单 TV program list三、小酒吧mini bar：酒单minibar list 热水壶 electric kettle冷水壶Flask 冰筒ice bucket 托盘 tray 茶壶teapot 茶叶tea 咖啡coffe咖啡杯cup 茶杯tea cup 冰箱fridge四、酒水：花生peanut 土豆片 chips 可乐 co-ca-co-la 雪碧sprite 本地啤酒local beer 果汁juice新其士 sunkist 巧克力chocolate本地矿泉水mineral water 进口矿泉水evianPart Four、WRITING （书写空间）一、写字台writing desk：梳妆镜 dressing mirror 台灯 lamp节目架TV program shelf 梳妆椅dress table stool 二、文具盒stationery box：信纸envelope 电传 fax paper抽屉drawer ：服务指南Service Guide 电话本Imperial Guide Part Five、STORING （存储空间）壁橱wardrobe/closet 衣架hanger 备用枕头 extra pillow 毛毯blanket 洗衣单laundry list 洗衣袋 laundry bag 鞋拔子shoehorn 衣刷子 cloths brush 擦鞋纸shoeshine 拖鞋slipper 保险箱safe 衣柜门door行李架luggage rack Part Six: Other Equipment (其它设备) 一、门厅：门door 门锁lock 门把手handle 窥镜spy-hole打扫牌 make up room DND牌do not disturb早餐牌 breakfast 开关 switch 沙帘cheers窗台window sill 电源插座socket 空调air condition花瓶vase 沙发 sofa 安乐椅easy chair穿衣镜full-length mirror 紧急疏散图fire escape plan 壁角板skirting二、Special Housekeeping Nouns(客房特殊词汇)插头plug 接线板 adapter 吸尘器 vacuum cleaner抹布 dust cloth 钥匙master key 手推车trolly消毒剂 disinfectant 空气清新剂air freshener 剪刀scissors 熨斗iron 胶水glue water 胶条adhesive tape宽带线coder line 变压器 transformer酒店客房英语常用例句20句1、 Could you please show me your room card?请问能看一下您的房卡吗？2、 May I make up the room now?现在可以清理房间吗?3、 It is designed with French window so you can enjoy the view of the city.特别设计的落地大窗，让您尽享这座城市的景色。