最新五星级酒店英语培训手册修改版

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酒店英语培训教材(共36页)

珍珠岛高尔夫会所酒店英语培训教材Dandong Pearl-Island HotelHotel English training material目录第一章酒店根底英语 (1)第二章酒店前台英语 (7)第三章酒店礼宾英语 (17)第四章酒店商务中心英语 (23)第五章酒店总机英语 (26)第六章酒店客房英语 (28)第七章酒店餐饮英语 (34)第八章酒店收银英语 (42)第一章酒店根底英语●礼貌用语 Courtesy EnglishGood morning/afternoon/evening, Sir/Madam. 早上好/下午好/晚上好。

Nice to meet you. 很快乐见到你。

Welcome to our hotel. 欢送光临我们酒店。

Have a good time. 祝您在酒店过的愉快。

●用语 Telephone sentencesWait a moment, please. 对不起，请稍等。

Sorry, he is no in at the moment. 对不起，他暂时不在。

I beg your pardon? 对不起〔我没听清楚〕。

Could you speak a little slower, please？请您稍微讲慢一点。

●答谢用语 Thanks and answerThank you. 谢谢。

It’s very kind of you. 谢谢，您真客气。

You are welcome. 不用谢。

It is my pleasure. 非常乐意为您效劳。

I am at your service. 随时为您效劳。

That is all right. 没关系。

●征询语 ConsultCan I help you? / How many I help you? 我能为您做些什么？What is your suggestion? 您有什么意见或建议吗？Excuse me; may I have your name? 对不起，请问您怎么称呼？●指路 Asking and giving directionsThis way, please. 这边请。

超五星级酒店服务手册中英文版

目录总经理致辞大堂服务GRAND LOBBY SERVICES1．大堂经理 Assistant Manager2．问讯∕留言Information ∕ Message3．预订∕接待Reservation ∕ Reception 4．收银∕结账 Cashier5．外币兑换 Foreign Currency Exchange6．信用卡 Credit Card 7．退房时刻 Check-out Time8．客房门卡 Room Card9．行李服务 Luggage Service 10．大堂保险箱 Lobby Safe box11．商务中心 Business Center 12．商场 Shopping Center 13．残疾人士设施 Handicapped Facilities 14．擦鞋服务 Shoe-Shine Service15．花店 Flower Shop16．租车 Car Hire 17．着装 Dressing18．停车 Parking19．行政楼层接待处 Executive Floor Reception客房服务GUEST ROOM SERVICES1．客房中心 Housekeeping Center 2．房间清洁服务 Room Cleaning 3．房间夜床服务 Turn-down Service 4．洗衣服务 Laundry Service 5．小酒吧 Mini-Bar 6．房间加床服务 Extra Bed7．送餐服务 Room Service 8．擦鞋服务 Shoes-shine Service 9．叫醒服务 Wake-up Call 10．饮用水 Drinking Water 11．电话 Telephone 12．电吹风 Hair Dryer 13．冰块 Ice Cube 14．电熨斗/烫衣板 Iron / Iron Board 15．房间保密/电话免打搅16．失物招领 Lost And Found 17．电视节目 TV Channel18．网上漫游 Internet Service 19．空气调节 Air Conditioner 20．电源总开关 Energy Saver 21．电源讲明 Power Supply 22．无烟楼层 Non-smoking floor 23．医疗服务 Clinic Service 24．环境爱护 Environmental Protection 25．紧急情况 Emergency餐饮服务FOOD & BEVERAGE SERVICES1．宴会预订 Banquet Reservation 2．大堂吧 Lobby Bar3．西餐厅 Western Restaurant4．行政酒廊 Executive Lounge 5．中餐厅 Chinese Restaurant6．日韩餐厅Japanese & Korean Restaurant7．洗浴自助餐厅 Bath buffet Restaurant 8．会议室 Conference Room 9．送餐服务 Room Service会馆服务HEALTH& ENTERTAIMENT SERVICE1．洗浴 Bathe 2．游泳馆 Swimming Pool 3．健身房 Gymnasium Center 4．电影厅 Film Hall 5．休息厅 Lounge 6．游乐区 Game Area 7．棋牌室 Chess and Mahjong Room8． SPA理疗室安全指南SAFETY DIRECTORY1．遵守措施2．来宾注意事项Guest’s Notices3．安保 Safeguard4．火警 Fire Prevention5．火警须知 Fire alarm notice电话指南TELEPHONE DIRECTORY1．拨打客房电话 Room to Room Calls2．拨打外线电话 Outside Calls3．国内直拨电话 DDD Calls4．国际直拨电话 IDD Calls5．国内、国际直拨须知 IDD&DDD Service Guide 6．国内、国际长途电话区号 IDD&DDD DIRECTORY附表客房物品有偿价格表金龙国际饭店热忱欢迎阁下光临尊敬的来宾：欢迎您下榻张家口金龙国际饭店！您的到来，我们饭店全体职员都感到特不荣幸，此《服务指南》为您详细介绍了饭店的各项服务及设施。

五星级酒店英语培训教材

五星级酒店英语培训教材学好英语让效劳更上一层楼五星级酒店外语培训1 / 53五星级酒店英语培训教材We believe that English will bring you to a totally new world 我们相信英语将带您到一个崭新的世界1 / 53课程安排Part 1 酒店根本礼貌用语Part 2 前台效劳Part 3 餐饮效劳Part 4 客房效劳Part 5 平常知识经典语句1 / 53Part 1酒店基础礼貌效劳用语1、礼貌地与客人打招呼及称呼客人，表示你对他们的热情欢送:—清早好，小姐/先生。

Good morning, madam/sir.—下午好，小姐/先生。

Good afternoon, madam/sir.—夜晚好，小姐/先生。

Good evening, madam/sir.﹡客人喜欢听你称呼他的姓氏，因此尽可能常用，如：“王先生，陈小姐，李太太〞等。

—“很快乐再次见到您〔欢送再次光临〕，王先生。

1 / 53“Niceto see/ meet you again, Mr. Wang.〞或与客人互相应酬：—“您今天好吗？〞“Howare you ( today)? 〞返回2 / 53Part 1酒店基础礼貌效劳用语—很好，感谢您？I ’m very well, /I ’f m ine, too.Thank you.Useful Words and Expressions:※1) Sir ( 先生) 2) Madam 〔女士、夫人〕3) Miss( 小姐) 4) Ms.( 女士、小姐)5) the lady with you( 和您一起的女士)6) Good morning/ afternoon/ evening!7) Glad / Nice to ⋯8) How do you do? /How are you ?1 / 53Part 1酒店基础礼貌效劳用语2、What can I do for 主动向客人供应帮助:—我能够帮您吗？May I help you? you?﹡尽量为客人多做一点：—还有什么需要我帮您吗？Is there anything else I can do for you ？※Useful Words and Expressions:1) May /Can I ⋯?2) If you need my help , just call me please.1 / 53Part 1酒店基础礼貌效劳用语3 、记住一些能讨人喜欢的言词:—感谢。

著名国际五星级酒店培训教材大全中英对照

著名国际五星级酒店集团培训教材大全目录Task: Account Files 任务: 客户档案 (3)Task: Account Management任务: 客户管理 (5)Task 任务：Suppliers File 供应商档案 (7)Task: Brand Identity任务：品牌一致 (10)Task 任务：COMPETITORS SURVEY 竞争对手调查 (12)Task 任务：Strategic Sales Plan 销售策略计划 (14)Task: Standard Letters任务：标准信函 (16)Task: Daily Sales Briefing任务：每日销售会议 (18)Task 任务：Initial Sales Call 初次拜访 (20)Task: Daily Sales Calls任务：每日销售拜访 (22)Task: Joint Sales Call 任务：联合销售拜访 (24)Task 任务：Communication 沟通与合作 (26)Task 任务：FOLLOW UP ACTION 活动跟进 (28)Task: Hotel Inspection 任务：店内参观 (30)Task 任务： PRODUCT KNOWLEDGE 产品知识 (32)Task 任务：SPP 仕达屋优先计划者计划 (34)Task: Leads Management任务: 信息资源管理 (36)Task 任务：Corporate Design Guideline 集团设计标准 (38)Task 任务：Marketing Communications Monthly Presentation 公关部月度汇报展示 (40)Task 任务：Database Management 数据库管理 (42)Task 任务：Photo Library 图片库 (45)Task 任务：Collateral library 宣传资料库 (48)Task 任务：Inventory Check 库存检查 (50)Task 任务： Office Equipment 公关部设备管理 (52)Task 任务：Media Interview 会见媒体 (55)Task 任务：Media Call 拜访媒体人士 (57)Task 任务：Site inspection 参观饭店 (59)Task 任务： Monthly Press Luncheon 月度媒体人员午餐会 (61)Task 任务：Press Conference 新闻发布会 (64)Task 任务：Press Release 发布酒店新闻 (67)Task 任务：Public inquiry 回复咨询 (69)Task 任务：Press Clipping 剪报 (71)Task 任务：Collateral Production 制作宣传品 (73)Task： VIP Guest Handling任务: 贵宾接待 (75)Task: Standard Forms任务: 标准表格 (77)Task : Sales Administration任务: 办公室行政管理 (79)Task: Office Review任务: 办公室核查 (81)Task: Action Plan任务：活动计划 (83)Task: Business Trip Standard任务：商务旅行标准 (85)Task: Sales & Marketing Meeting任务: 市场销售会议 (87)Task ： Group Handling题目：团队接待 (89)Task: Government Guest Handling 任务: 政府客人接待 (91)Task: Group Reservation任务:团队预订 (93)Task:End of Shift Procedures / Morning Shift Procedure 任务:下班程序 / 早班程序 (95)Task: Working Area Maintaining任务:工作区域维护 (97)Task:Booking Confirmation任务:确认信 (98)Task:Reporting任务:打印报告 (100)Task:Filing 任务:存档 (102)Task:Processing Busy Line 任务:电话占线的处理程序 (104)Task:Taking Message任务:电话留言 (106)Task:Guest Name任务:客人名字 (108)Task:Guest History Profiles任务:客人档案管理 (110)Task:Answering the telephone-guest greetings/ SPG recognition任务:接听电话/仕达屋优先顾客计划会员识别标准 (112)Task:Checking Availability 任务:查看可卖房 (114)Task:Taking Reservation / Same day Reservations任务:作预订/ 当天预订 (116)Task:Guaranteed Arrival 任务:担保预定 (118)Task:No Show任务:预订未到 (120)Task:Amendments and Cancellations任务:更改和取消预订 (122)Task:VIP Booking 任务:贵宾预订 (124)Task:Airport Transfer & Limousine Booking任务:接送机和租用车服务 (126)Task:Special Requests & Trace Function任务:特殊要求及跟踪服务 (128)Task:Next Arrival Report Checking任务:检查第二天预抵客人报表 (130)Task:Choice Program任务:选择计划 (132)Task:Room Blocking任务:锁房 (134)Task:Overbooking任务:超额预订 (136)Task:Waiting List & Recommend other hotel任务:等候名单和推荐其他酒店 (138)Task:CI & M Inquiry任务:会议及宴会预订需要 (140)Task:Restaurant Booking任务:餐厅预订 (142)Task:Handling Complaints 任务:处理客人投诉 (144)Task:Build Rapport with key booker任务:与订房人建立良好关系 (146)Task:Check-In / Check – Out Times, Early Arrival and Late Departure.任务:登记和结帐时间, 提前抵店和推迟离开。

卓顶精文最新五星级酒店常用英语-内部培训资料.doc

英语培训一、基本礼貌接待英语1、称呼语：先生siY夫人（女士）madam/ma’am小姐miss女士们先生们Ladiesandgentlemen2、欢迎光临我们酒店！WelcometoouYhotel.3、祝您在我们酒店过得愉快。

PleaseenjoYYouYstaYinouYhotel.HaveanicestaY./EnjoYYouYstaYwithus.4、愿您如同在家一样舒适。

WishYoufeelathome.5、早上好/下午好/晚上好。

GoodmoYning./GoodafteYnoon./Goodevening.6、很高兴（再次）见到您。

GladtomeetYou(again)./NicetoseeYou(again).It’sgoodtoseeYou(again)7、您来这儿我们很高兴。

GladtohaveYouheYe.8、祝您玩得愉快。

Pleasehaveagoodtime./PleaseenjoYYouYself.9、祝您生日快乐。

HappYbiYthdaYtoYou!10、圣诞节快乐！MeYYYChYistmas!11、新年快乐！HappYNewYeaY!12、新春快乐！HappYSpYingFestival!13、祝贺！CongYatulations!14、致以良好的祝愿！Bestwishes/YegaYdstoYou.15、请这边走。

ThiswaY,please.16、您先请。

AfteYYou,please./PleaseYoufiYst.17、请便。

/用吧。

Goahead,please.18、请跟我来。

Followme,please./Comewithme,please.19、您慢走。

/请留心走。

PleasewatchYouYstep.20、请在这儿休息。

PleasetakeaYestheYe.21、当心。

/请留神。

/请注意。

Lookout,please./TakecaYe,please./Attention,please.BecaYeful,please.22、请乘电梯。

五星级酒店有效沟通培训手册

Effective Communication Training Workbook有效沟通培训手册This workbook has been designed to enhance your communication skills in order to be more effective when interacting with others.为了提高你的沟通技巧，使你与他人沟通时更加有效，我们设计了此培训手册。

Objectives of the programme 课程目标:i.Explain the importance of communication 解释沟通的重要性ii.Identify and avoid roadblocks to successful communication 确定并避免成功沟通的障碍iii.Apply effective communication cycle 运用有效沟通的循环iv.I dentify basic beliefs for communication 明确沟通的基本信条In short, an important part of coming to this training programme is to help you develop your interaction skills by practicing them and receiving feedback in the workshop.简言之，本课程最重要的部分是帮助你在工作场所通过不断的练习与接受反馈来提高你的沟通技巧。

Introduction to Communication 沟通介绍Communication exists at anytime in everywhere. It is an important part of people’s lives at work and home. Today, everyone is being called to interact with a wide variety of people at work, including colleagues,supervisors, suppliers and guests. Communication involves discussing improvement ideas, solving problems, evaluating performance, negotiating with suppliers and planning actions. It is becoming a regular part of people’s job. Effective communication affects how well people do their jobs, the quality of product, the standard of service and whether guests’ expectation are met or exceeded.沟通无处不在，无时不在；沟通是人们工作及生活的一部分。

国际五星酒店培训资料

HOUSE RULES & REGULATIONS & POLICIES规章制度及工作要求Personal Hygiene : 个人卫生要求及标准Your first impression is your personal appearance. Therefore good personal grooming is vital to us.客人对我们的餐厅的第一印象是从你个人的卫生情况而得来的，所以保持好的个人的卫生是大家工作中很重要的一部分！⏹Employee should be clean and neat.⏹每位员工要保持良好的个人卫生，清洁卫生。

⏹Male employee must be well-shaved, with hair neat & clean at all times.⏹男员工要保持面部的清洁，刮胡须，头发要干净，整齐。

⏹Female employee make-up should be light and appropriate.⏹女员工要化淡装。

⏹The employee’s hand and nails must be clean at all times.⏹指甲要干净清洁，不可有长指甲。

⏹All staff uniforms must be clean and well-pressed.上班之前要检查自己的工服是否清洁，有破损，带齐应带物品。

⏹Make sure that there are no mouth or body odors.⏹确保无口臭，体臭。

⏹Always remember your standing posture whenever you are on duty.⏹和客人交谈时，站姿要好，精神饱满。

⏹Smile!!!⏹要记住，你的笑容是最重要的。

⏹Do not yawn in front of guest. If you can’t avoid it, turn away & cover your mouth with hand.⏹不要当众打哈欠，如果不可以忍，就用手捂住嘴。

SHERATON喜来登星级酒店英语培训修订版

S H E R A T O N喜来登星级酒店英语培训修订版IBMT standardization office【IBMT5AB-IBMT08-IBMT2C-ZZT18】Chapter 1. Courtesy EnglishUnit 1：GREETING & FAREWELLSVOCABULARYwelcome 欢迎 friend 朋友 farewell告别PHRASES ON THE JOBGood morning Good afternoon Good evening Welcome back Hi早上好下午好晚上好欢迎回来嗨Hello How do you do? How are you? Fine, thank you, and you?你好你好你好吗？很好，谢谢，你呢？Fine, thanks, and you? Good-bye Good night Good-bye for now很好，谢谢，你呢？再见晚安再见It was nice to see you again. Have a good evening See you later.It was nice seeing you.很高兴又见到你。

晚上愉快。

回头见。

很高兴见到你。

Have a good weekend Have a safe trip Have a good day Hope to see you again周末愉快。

一路平安。

祝您愉快。

希望再见到您。

Thank you for coming (Thanks for coming) Look forward to seeing you again感谢光临。

盼望再见到您。

LISTEN TO THE CONVERSATIONListen to the guest and then fill the gap in each sentence.The guest’s name is .The staff’s name is .The guest will today.He’ll live in next time he comes.TALKING TO THE GUESTStaff : Good morning. Mr. Smith. How are you today>?Guest: Good morning. Jane. I’m fine, thanks, and you?Staff : I’m fine too. Are you checking-out today?Guest: yes, I think soStaff : Did you enjoy your stay here?Guest: Yes, I did.Staff : I hope our service is to your satisfactionGuest: Sure. I’m very pleased with everything here.Staff : Thank you. I wish you a nice trip home and look forward to seeing you again.Guest: Thank you. I’ll definitely come to the Sheraton next time I’m in Tianjin.PAIR WORKFind a partner and play the roles of the staff and the guest who will be on holiday soon.OXFORD HUMOURThe more I study, the more I know.The more I know, the more I forget.The more I forget, the less I know.So why study?UNIT 2: INTRODUCTIONSVOCABULARYPHRASES ON THE JOBMy name is John Smith It’s nice to meet you.It ’s nice meeting youi.我叫约翰.史密斯。

著名国际五星级酒店培训教材大全(中英对照)

五星级酒店入职培训教材

Complaints are really an opportunity for us to create guest loyalty 客人的投诉是帮助我们建立客人忠诚度的机会
Complains allow us to focus on the areas that need improvement 投诉可以使我们注意到需要改进与提高的方面 Complains provide us with an opportunity to improve our customer Service 投诉给予了我们提高服务水平的机会
4
Objectives 目标
Identify three steps in the WOW Recovery System 确定惊喜补救系统的三个步骤 Identify the four levels of problem severity 确定问题的四个严重程度 Explain the WOW Guidelines for the hotel 解释酒店惊喜指南 Demonstrate resolving a guest problem using the WOW Recovery System 演示运用惊喜补救系统解决客人的问题
STAR Service Standard STAR 服务标准
S
Smile & Greet 微笑与问候
T
A R
Talk & Listen 交谈与倾听
Answer & Anticipate 回答与预计 Resolve 圆满的解决
1
STAR Service Standard 4 STAR 服务标准 4 Resolve 解决问题

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五星级酒店英语培训手册修改版五星级酒店英语培训手册English Training Manual目录CONTENTSForeword 1 前言Part One 3 第一部分Courtesy English 基本礼貌用语Part Two 22第二部分Front Office Service 前厅服务Part Three 35 第三部分Housekeeping Service 客房服务Part Four 52 第四部分Food and Beverage Service 餐饮服务Part Five 71 第五部分Recreation Service 康乐服务前言Foreword步入全球知识经济时代后，中国饭店业与国际接轨日趋紧密。

英语作为一种国际语言，是酒店员工与外宾交流的主要语言工具，已成为酒店员工需要掌握的一项基本技能。

为进一步提高员工的英语水平，酒店人力资源部特编写了这本英语培训手册，以方便员工随时学习。

学以致用，是我们学习的最终目标。

愿您不断在工作中找到学习的动力，在交流中获得分享知识的乐趣。

人力资源部AS the world has already stepped into the era of knowledge economy, China’s hotel industry is closelyrelated to the international market. English, a wordlanguage, functions as a main tool or a basic ability forhotel staff to communicate with foreign guests. ThisEnglish Training Manual is compiled by the Human Resources Department for the staffs study and improvement.Put what we learn into practice. Wish you would obtain motivation of the study from your working, and benefit from the learning.Human Resources Department基本礼貌英语Courtesy English一、欢迎问候语Welcome and Greeting1、Good morning (afternoon, evening),sir (madam).早上（下午，晚上）好，先生（夫人）。

2、Welcome to our hotel.欢迎光临我们酒店。

3、Welcome to stay in hotel.欢迎住在我们酒店。

4、How do you do ?您好吗？5、How nice to see you again.真高兴再次见到您。

6、I hope you’ll enjoy your staying here.我希望你们在这儿逗留愉快。

7、Have a nice stay with us.希望您与我们在一起时开心愉快。

8、Did you have a nice trip?旅途愉快吗？二、祝贺语Congratulation1、Congratulations.恭喜您。

2、Happy new year.新年快乐。

3、Happy birthday to you.生日快乐。

4、Merry Christmas.圣诞快乐。

5、Wish you every success.祝您成功。

6、Wish you good luck.祝您好运。

7、Have a good journey.祝您旅途愉快。

8、Have a nice weekend.祝您周末愉快。

三、告别语Farewell1、Goodbye.再见。

2、See you tomorrow.明天见。

3、Wish you come again.希望再次光临。

4、Have a good trip and saft journey.希望您一路平安，旅途愉快。

5、goodbye and hope to see you again.再见，希望再见到您。

6、Have a nice trip.旅途愉快。

四、征询语Requests1、May (can)I help you ?我可以帮您吗？2、What can I do for you ?我能为您做什么？3、Is there anything I can do for you?我还能为您做些什么？4、will it trouble you ?那会麻烦您吗？5、Would you like … ?您喜欢…？6、Would you mind if …？7、五、应答语Responses1、You are welcome.愿意效劳。

2、It doesn’t matter.没关系。

3、I see.我明白了。

4、Thank you very much.非常感谢您。

5、Thank you for you kindness.谢谢您的好意。

6、I’ll do it for you right away.我马上为您服务。

7、I’m glad to serve you .乐意为您服务。

8、Sorry to have kept you waiting, sir/madam.很抱歉，让您久等了，先生/小姐。

9、I’ll be with you in a moment.我一会儿就来为您服务。

10、Thank you for your advice (information, help),感谢您的忠告（信息、帮助）。

11、六、道歉语Apologies1、Excuse me 对不起。

2、I apologize for this. 我为此道歉。

3、I’m sorry to disturb you.真抱歉打扰您。

4、I’m sorry, it’s our fault.对不起，是我们的过错。

5、Thanks for your reminding.谢谢您的提醒。

6、We’ll try our best to take some measures, so that youcan be satisfied.我们将尽力使您满意。

7、Please forget it, sir/madam.请不要放在心上，先生/小姐。

8、I’m sorry about it .关于那件事，我很抱歉。

七、婉言推托语Refusal1、I’m sorry I can’t help you.真抱歉我不能帮您。

2、It’s very kind of you but…您的好意我领了，可是…3、Thank you，no. We are not allowed to drink on duty.谢谢，但是我们上班时不方便饮酒。

八、接听电话语Telephone Sentences1、Good morning, Reception××speaking.May I help you?您好，总台，我是某某…2、Sorry, you’ve dialed a wrong number.抱歉，您打错电话了。

3、Please dial number…，thanks.请拨号码…，谢谢。

4、Who’s calling, please?请问您是谁？5、Hold the line please, I’ll see if she is available.6、Sorry, I still don’t understand what you said.抱歉，我仍不明白您说什么。

7、Could you repeat that please?请您再重复一遍好吗？8、Will you please speak more slowly?请您说的慢一点好吗？10.I’msorry,I can’t follow you.抱歉，我听不懂。

九、答谢语Thanks and Answers1.You’re most welcome..欢迎之至。

2.With Pleasure. 这是我们的荣幸。

3.We’re always at your service.我们随时为您提供服务。

4.Thank you for coming.谢谢光临。

5.Thank you for your staying in our hotel.谢谢光临我们酒店。

6.It’s our pleasure to have your staying with us.您来我店是我们的荣幸。

7.Thank you for such a lovely gift.谢谢您给了我这么可爱的礼物。

8.My pleasure.这是我的荣幸。

十、指路用语Giving directions1.After you please,sir (madam).2.Go straight ahead,sir(madam).请笔直走，先生/女士。

3.This way, please.这边请。

4.Turn left(right)at the first corner.在第一个拐口左转（右转）。

5.Please use the elevator there ,sir/madam.在那边用电梯，先生/小姐。

6.Please go down to the lobby here, madam/sir.请从这边下去到大堂，小姐/先生。

7.It’s on the second(third)floor.在二（三）楼。

8.Sorry,I’m not sure.If you’ll wait a minute.I’ll beglad to find out for you.抱歉，我不能肯定，如果您等几分钟，我很乐意为您查清楚…9.When you return to the hotel,please show this hotel cardto the driver.当您回酒店的时候，请把这张酒店卡给司机看。

10.I will take you there,sir/madam.我带您去，先生/女士。

十一、提醒用语Remind words1.Please don’t leave anything behind.请别遗忘您的东西。

2.Please don’t smoke here.请不要在这里抽烟。

3、Please be careful.请当心。

十二、情景应对Situational responses(一)可以满足客人之要求时；1.Certainly,sir/madam.好的，先生/小姐。

2.I’ll go and get it right away,sir/madam.我马上去拿来，先生/小姐。