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英语培训一、基本礼貌接待英语1、称呼语：先生sir 夫人（女士）madam / ma’am 小姐miss女士们先生们Ladies and gentlemen2、欢迎光临我们酒店！Welcome to our hotel.3、祝您在我们酒店过得愉快。
Please enjoy your stay in our hotel.Have a nice stay. / Enjoy your stay with us.4、愿您如同在家一样舒适。
Wish you feel at home.5、早上好/下午好/晚上好。
Good morning. / Good afternoon. / Good evening.6、很高兴（再次）见到您。
Glad to meet you (again). / Nice to see you (again).It’s good to see you (again)7、您来这儿我们很高兴。
Glad to have you here.8、祝您玩得愉快。
Please have a good time. / Please enjoy yourself.9、祝您生日快乐。
Happy birthday to you!10、圣诞节快乐！Merry Christmas!11、新年快乐！Happy New Year!12、新春快乐！Happy Spring Festival!13、祝贺！Congratulations!14、致以良好的祝愿！Best wishes / regards to you.15、请这边走。
This way, please.16、您先请。
After you, please. / Please you first.17、请便。
/用吧。
Go a head, please.18、请跟我来。
Follow me, please. / Come with me, please.19、您慢走。
酒店英文培训课件内容范文Slide 1:Welcome to our Hotel English Training Session!Slide 2:Introduction to Hotel English- The importance of Hotel English- Key skills and vocabulary for hotel staff- The objectives of this training sessionSlide 3:Greeting and Welcoming Guests- Standard greetings for different times of the day- Common phrases for welcoming guests- Examples of polite and friendly interactions with guests Slide 4:Check-In Process- Asking for identification and reservation details- Explaining hotel amenities and services- Providing assistance with luggage and room access Slide 5:Handling Guest Requests- Understanding guest needs and preferences- Active listening and effective communication- Offering appropriate solutions and alternativesSlide 6:Room Service and Housekeeping- Taking orders and delivering food to rooms- Housekeeping procedures and standards- Dealing with guest complaints related to cleanliness Slide 7:Problem-solving and Complaint Handling- Understanding guest complaints and concerns- Remaining calm and empathetic- Resolving issues promptly and professionallySlide 8:Check-Out Process- Arranging payment and issuing invoices- Collecting feedback from guests- Expressing gratitude and inviting guests to return Slide 9:Telephone Etiquette- Proper phone greetings and introductions- Transferring calls and taking messages- Engaging in effective telephonic conversations Slide 10:Front Desk Operations- Managing reservations and cancellations- Assisting with travel arrangements and transportation - Handling special requests and VIP guestsSlide 11:Language Tools and Vocabulary- Common phrases and expressions used in the hotel industry- Developing language skills for effective communication- Useful resources for ongoing learning and improvementSlide 12:Conclusion- Recap of key points covered in the training session- Importance of continuous development and practice- Thank you for participating in this training session!Note: The above are just suggestions for the content of a hotel English training presentation. You may modify and adjust the content to better suit your specific needs and requirements.Slide 13: Cross-cultural Communication- Understanding cultural differences and preferences- Adapting language and behavior to different cultures- Respecting and appreciating diversity in the hospitality industry Slide 14:Emergency Situations- Handling emergencies and crisis situations- Communicating calmly and clearly during emergencies- Knowing emergency procedures and protocolsSlide 15:Upselling and Promoting Hotel Services- Identifying opportunities for upselling- Recommending additional services and amenities- Providing persuasive and informative sales pitchesSlide 16:Guest Feedback and Online Reviews- Importance of guest feedback for improvement- Responding to guest reviews professionally- Monitoring online reputation and public perceptionSlide 17:Teamwork and Collaboration- Working cooperatively with fellow staff members- Effective communication within a team- Resolving conflicts and promoting a positive work environment Slide 18:Cultural Etiquette and Sensitivity- Understanding cultural norms and etiquette- Respecting and valuing diversity- Avoiding cultural misunderstandings and stereotypesSlide 19:Continuing Professional Development- Importance of ongoing training and development- Resources for further education and learning- Encouraging a culture of continuous improvementSlide 20:Conclusion- Recap of key points covered in the training session- Acknowledging the importance of Hotel English skills- Thank you for your participation and dedication to improving your language skills in the hospitality industry.。
）Catalogue（目录(Everyday-use English) 日常用语第一章）greeting问候语（第一节）saying hello打招呼（第二节）introduction介绍（第三节感谢（第四节）appreciation）apologizing致歉（第五节）showing the way引路（第六节(saying goodbye) 道别第七节）making& answering a call打、接电话（第八节）refusing in a polite way谢绝（第九节）dirty words英语脏话（第十节）euphemism委婉用语（第十一节）English on specific occasions部门英语（第二章）Reservation预订处（第一节）The Front Office（总台第二节）Kurhas Center（水疗第三节客房第四节）Housekeeping（）Cashier’s（收银第五节）useful vocabulary有用词汇（第三章酒店各部 (name of each department)(posts & titles) 职务头衔(buildings and architectures) 酒店建筑(place for recreation and leisure) 娱乐休闲场所娱乐休闲保健健身项目(entertainment, leisure, health-care and sports)(furniture and fittings in guest room) 客房常见物品(fittings in bath room) 浴室常见物品(things left by guests) 客人可能遗留的物品Everyday-use English 日常用语第一章 Greeting 问候语第一节1.日常问候Morning/Good morning. 早上好Good afternoon. 下午好Good evening. 晚上好晚安 Good night.(Wish you) Have a nice dream. 做个美梦(Wish you) Have a sound sleep. 睡个好觉２．节日祝福Traditional Western Holidays传统的西方节日Happy birthday! Happy birthday to you! 生日快乐 Wish you a happy birthday!Happy new year! 新年快乐情人节快乐Happy valentine’s day!Easter 复活节)三月出现满月后的第一个星期天在每年的三月底或四月初，() 五月的第三个星期天Happy mother’s day! ( 母亲节快乐) 六月的第四个星期天( Happy father’s day! 父亲节快乐Happy Independence Day! 独立日快乐)美国(() 日4每年７月Happy Halloween ( 万圣节快乐)月３１日10宗教节日，每年Happy Thanks-giving day! 感恩节快乐) 每年１１月的第四个星期四(圣诞快乐（每年的１２月２５日）Merry Christmas.Traditional Chinese holidays 传统的中国节日Women’s Day妇女节 Spring Festival 春节Youth Day 青年节 Tomb-sweeping Day 清明节Labor’s Day 劳动节Children’s Day 儿童节 Mid-autumn Day 中秋节 Dragon-boat Day 端午节 National Day 国庆节You 一定不要说,问候外国人的时候: 注意“您累了tired.(very are外国人会认为这是,加之思维方式的差异,。
目录（Catalogue）第一章日常用语(Everyday-use English)第一节问候语（greeting）第二节打招呼（saying hello）第三节介绍（introduction）第四节感谢（appreciation）第五节致歉（apologizing）第六节引路（showing the way）第七节道别(saying goodbye)第八节打、接电话（making& answering a call）第九节谢绝（refusing in a polite way）第十节英语脏话（dirty words）第十一节委婉用语（euphemism）第二章部门英语（English on specific occasions）第一节预订处（Reservation）第二节总台（The Front Office）第三节水疗（Kurhas Center）第四节客房（Housekeeping）第五节收银（Cashier’s）第三章有用词汇（useful vocabulary）酒店各部(name of each department)职务头衔(posts & titles)酒店建筑(buildings and architectures)娱乐休闲场所(place for recreation and leisure)娱乐休闲保健健身项目(entertainment, leisure, health-care and sports) 客房常见物品(furniture and fittings in guest room)浴室常见物品(fittings in bath room)客人可能遗留的物品(things left by guests)第一章日常用语Everyday-use English第一节问候语Greeting1.日常问候早上好Morning/Good morning.下午好Good afternoon.晚上好Good evening.晚安Good night.做个美梦(Wish you) Have a nice dream.睡个好觉(Wish you) Have a sound sleep.２．节日祝福传统的西方节日Traditional Western Holidays生日快乐Happy birthday! Happy birthday to you!Wish you a happy birthday!新年快乐Happy new year!情人节快乐Happy valentine’s day!复活节Easter(在每年的三月底或四月初，三月出现满月后的第一个星期天)母亲节快乐Happy mother’s day! (五月的第三个星期天)父亲节快乐Happy father’s day! (六月的第四个星期天)(美国)独立日快乐Happy Independence Day! (每年７月4日)万圣节快乐Happy Halloween (宗教节日，每年10月３１日)感恩节快乐Happy Thanks-giving day!(每年１１月的第四个星期四)圣诞快乐Merry Christmas.（每年的１２月２５日）传统的中国节日Traditional Chinese holidays春节Spring Festival 妇女节Women’s Day清明节Tomb-sweeping Day 青年节Youth Day劳动节Labor’s Day 儿童节Children’s Day端午节Dragon-boat Day 中秋节Mid-autumn Day国庆节National Day注意: 问候外国人的时候,一定不要说You are very tired.(“您累了吧”)。
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。
一、礼仪英语（公用部分）欢迎和问候语：1、Good morning ( afternoon , evening ) , sir (madam) .早上（下午、晚上）好，先生（女士）。
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).欢迎到我们酒店（餐厅、商店）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（客人刚入店时）。
I hope you are ejoying your stay with us.希望您在我们酒店过得愉快（客人在饭店逗留期间）。
I hope you have enjoyed your stay with us.希望您在我们酒店过得愉快（客人离店时）。
7、Have a good time.祝您过得愉快！电话用语：8、Peace Hotel , Front Desk .Can I help you ?和平大酒店，前台。
我能帮您做什么吗？9、Sorry, I ’ve dialed the wrong number.对不起，我拔错号了。
10、——May I speak to your General Manager?——能和你们总经理说话吗？——Speaking.——我就是。
11、S orry ,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？答谢和答应语：13、Thank you(very much) .谢谢您（非常感谢）。
目录（Catalogue）第一章 日常用语(Everyday-use English)第一节 问候语（greeting）第二节 打招呼（saying hello）第三节 介绍（introduction）第四节 感谢（appreciation）第五节 致歉（apologizing）第六节 引路（showing the way）第七节 道别 (saying goodbye)第八节 打、接电话（making& answering a call）第九节 谢绝（refusing in a polite way）第十节 英语脏话（dirty words）第十一节 委婉用语（euphemism）第二章 部门英语（English on specific occasions）第一节 预订处（Reservation）第二节 总台（The Front Office）第三节 水疗（Kurhas Center）第四节 客房（Housekeeping）第五节 收银（Cashier’s）第三章 有用词汇（useful vocabulary）酒店各部(name of each department)职务头衔(posts & titles)酒店建筑(buildings and architectures)娱乐休闲场所(place for recreation and leisure)娱乐休闲保健健身项目(entertainment, leisure, health-care and sports) 客房常见物品(furniture and fittings in guest room)浴室常见物品(fittings in bath room)客人可能遗留的物品(things left by guests)第一章日常用语 Everyday-use English第一节 问候语 Greeting1.日常问候早上好 Morning/Good morning.下午好 Good afternoon.晚上好 Good evening.晚安 Good night.做个美梦(Wish you) Have a nice dream.睡个好觉(Wish you) Have a sound sleep.２．节日祝福传统的西方节日 Traditional Western Holidays生日快乐 Happy birthday! Happy birthday to you!Wish you a happy birthday!新年快乐 Happy new year!情人节快乐Happy valentine’s day!复活节 Easter(在每年的三月底或四月初，三月出现满月后的第一个星期天)母亲节快乐 Happy mother’s day! (五月的第三个星期天)父亲节快乐 Happy father’s day! (六月的第四个星期天)(美国)独立日快乐Happy Independence Day! (每年７月4日)万圣节快乐 Happy Halloween (宗教节日，每年10月３１日)感恩节快乐 Happy Thanks-giving day!(每年１１月的第四个星期四)圣诞快乐 Merry Christmas.（每年的１２月２５日）传统的中国节日 Traditional Chinese holidays春节 Spring Festival 妇女节Women’s Day清明节 Tomb-sweeping Day 青年节 Youth Day劳动节 Labor’s Day 儿童节 Children’s Day端午节 Dragon-boat Day 中秋节 Mid-autumn Day国庆节 National Day注意: 问候外国人的时候,一定不要说You are very tired.(“您累了吧”)。
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3Task: Account Management任务: 客户管理5Task 任务：Suppliers File 供应商档案7Task: Brand Identity任务：品牌一致10Task 任务：COMPETITORS SURVEY 竞争对手调查12Task 任务：Strategic Sales Plan 销售策略计划14Task: Standard Letters任务：标准信函16Task: Daily Sales Briefing任务：每日销售会议18Task 任务：Initial Sales Call 初次拜访20Task: Daily Sales Calls任务：每日销售拜访22Task: Joint Sales Call 任务：联合销售拜访24Task 任务：Communication 沟通与合作26Task 任务：FOLLOW UP ACTION 活动跟进28Task: Hotel Inspection 任务：店内参观30Task 任务： PRODUCT KNOWLEDGE 产品知识32Task 任务：SPP 仕达屋优先计划者计划34Task: Leads Management任务: 信息资源管理36Task 任务：Corporate Design Guideline 集团设计标准38Task 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42Task 任务：Photo Library 图片库45Task 任务：Collateral library 宣传资料库48Task 任务：Inventory Check 库存检查50Task 任务： Office Equipment 公关部设备管理52Task 任务：Media Interview 会见媒体55Task 任务：Media Call 拜访媒体人士57Task 任务：Site inspection 参观饭店59Task 任务： Monthly Press Luncheon 月度媒体人员午餐会61Task 任务：Press Conference 新闻发布会64Task 任务：Press Release 发布酒店新闻67Task 任务：Public inquiry 回复咨询69Task 任务：Press Clipping 剪报71Task 任务：Collateral Production 制作宣传品73Task： VIP Guest Handling任务: 贵宾接待75Task: Standard Forms任务: 标准表格77Task : Sales Administration任务: 办公室行政管理79Task: Office Review任务: 办公室核查81Task: Action Plan任务：活动计划83Task: Business Trip Standard任务：商务旅行标准85Task: Sales & Marketing Meeting任务: 市场销售会议87Task ： Group Handling题目：团队接待89Task: Government Guest Handling 任务: 政府客人接待91Task: Group Reservation任务:团队预订93Task: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97Task:Booking Confirmation任务:确认信98Task:Reporting任务:打印报告100Task:Filing任务:存档102Task:Processing Busy Line任务:电话占线的处理程序104Task:Taking Message任务:电话留言106Task:Guest Name任务:客人名字108Task:Guest History Profiles任务:客人档案管理110Task: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112Task:Checking Availability任务:查看可卖房114Task:Taking Reservation / Same day Reservations任务:作预订/ 当天预订116Task:Guaranteed Arrival 任务:担保预定118Task:No Show任务:预订未到120Task:Amendments and Cancellations任务:更改和取消预订122Task:VIP Booking任务:贵宾预订124Task:Airport Transfer & Limousine Booking任务:接送机和租用车服务126Task:Special Requests & Trace Function任务:特殊要求及跟踪服务128Task:Next Arrival Report Checking任务:检查第二天预抵客人报表130Task:Choice Program任务:选择计划132Task:Room Blocking任务:锁房134Task:Overbooking任务:超额预订135Task:Waiting List & Recommend other hotel任务:等候名单和推荐其他酒店137Task:CI & M Inquiry任务:会议及宴会预订需要139Task:Restaurant Booking任务:餐厅预订141Task:Handling Complaints任务:处理客人投诉143Task:Build Rapport with key booker任务:与订房人建立良好关系145Task: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。
酒店英文培训English Training of HotelBe courteous------彬彬有礼Be helpful------乐于助人Be attentive -------有主动性Be caring ------无微不至Following up------随时跟进Key skills-------关键技巧接听电话基本标准：All alls must be answered as soon as possible with in 3 rings In a clear. 所有来电必须在3响内接听。
当电话无人接听时使用来电转接功能接听。
Your voice 你的声音Put a smile in your voice 把你的微笑容入你的声音Make sure it’s not too loud 不要太大声讲话Your voice should be clear 声音清晰Your voice should be not 声音热情Don’t speak to o fast 不要讲话太快留言所有留言记录在留言册上包括：.客人姓名.时间/日期.来电人姓名.来电人电话号码.流言.最好的回答时间.做留言人的名字接电话方法（正规用语）您好！xx (酒店名称) Hotel xx speaking. May I help you 用中文重复一遍。
最后讲Thank you for calling(谢谢您的来电)注意事项：1.不要顾忌文法，针对情况做答。
2.用心听客人讲话，不懂时再问一次。
Sorry! I beg your pardon? 对不起，请重复一遍。
Just a moment ! 请稍等！3.慢慢的清楚的说。
4.不要使用和朋友交谈时的英语。
May I know name ?(正式)What’s your name? (非正式)Would you like some tea?(正式)Do you like this way please?(请这边走)5.不要使用通俗语和方言。
某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 closely related to the international market。
English，a word language，functions as a main tool or a basic ability for hotel staff to communicate with foreign guests。
This English Training Manual is compiled by the Human Resources Department for the staffs study and improvement.Put what we learn into practice。
XX国际大酒店英语培训international Hotel English Training总经理办公室:Executive Office (G.M office)人力资源部:HR 财务部:FN 餐饮部:F&B 客房部:HSKP 工程部:ENG保安部:SEC 康乐部:ENT 前厅部:FO 销售部:S&M市场传讯部MC电脑房：ITr酒店职位英语董事长Board Chairman (Director)总经理General Manager驻店经理Hotel Manager总经理行政助理Executive Assistant Manager总经理秘书Executive Secretary人力资源部Human Resources Department培训部Training Department质检部Quality Inspection Department员工关系部 Staffing Relationship Department人力资源开发总监Director of Human Resources人事培训经理P&T Manager人事部经理Personnel Manager培训部经理Training Manager质检部经理Quality Inspection Manager人事主任Personnel Officer福利劳资员Payroll Clerk培训主任Training Officer行政部主任 Executive Officer秘书Secretary车队队长Driver Captain Chief Driver员工宿舍管理员 Dormitory Keeper员工餐厅勤杂工 Staff Restaurant Cleaner司机Driver更衣室管理员：Staff Lockers Rooms Keeper翻译兼英语教师：English Translator & Teacher计划财务部Finance and Accounting Division财务部Accounting Department成本部Cost-control Department采购部Purchasing Department审计部 Auditor Department财务总监Financial Controller (Director of Finance)财务部经理Chief Accountant成本部经理Cost Control manager结帐经理Cashier Manager信用审计经理Credit Manager采购部经理Purchasing Manager总出纳Chief Cashier仓储领班 Store Room Captain营业点结帐领班F&B Cashier Captain夜审计员 Night Auditor信用管理员Credit Clerk应收款管理员 A/R Clerk往来款结算员Accounting Clerk收入费用结算员 Accounting Clerk成本核算员 Cost Clerk验货员Receiving Clerk信息管理员Information System Clerk文员Secretary食品采购员Purchasing Clerk - F&B物资采购员Purchasing Clerk - Material食品保管员Storeroom Keep - F&B物资保管员 Storeroom Keep - Material餐厅收款员 F&B Cashier市场营销部Sales & Marketing Division销售部Sales Department公关部Public Relation Department市场营销总监Director of Sales and Marketing 销售部经理Director of Sales公关经理Public Relation Manager宴会销售经理Banquet Sales Manager销售经理Sales Manager宴会销售主任Banquet Sales Officer销售主任Sales Officer高级销售代表Senior Sales Executive销售代表Sales Executive公关代表P.R. Representative公关部经理Public Relation Manager公关部主任Public Relation Supervisor高级客户经理Senior Account Manager资深美工Senior Artist美工Artist销售部联络主任Sales Coordinator房务部Rooms前厅部Front Office Department客房部（管家部）Housekeeping Department预订部Reservation Department宾客关系主任Guest Relation Officer资深销售中心预订员Sales Center Senior Reservation Clerk 销售中心主任Sales Center Supervisor礼宾部经理Chief Concierge行李员Bellboy女礼宾员Door Girl礼宾司Door Man房务总监Director of Rooms前厅部经理Front Office Manager前厅部副经理Asst . Front Office Manager大堂副理Assistant Manager宾客关系主任 Guest Relation officer礼宾司Chief Concierge接待员Receptionist出租车订车员Taxi Service Clerk行政管家Executive Housekeeper行政副管家Assistant Executive Housekeeper房务中心文员Room service Clerk楼层主管Floor supervisor楼层领班Floor Captain客房服务员Room Attendant洗衣房经理Laundry Manager公卫主管：PA Supervisor洗衣房主管：Laundry Supervisor布草主管：Uniforms Supervisor服务中心领班：Service Center Captain公卫领班：PA Captain水洗领班：Laundry Captain干洗领班：Dry Clean Captain布草领班：Uniforms Captain仓管员：Store man清洁工：P.A. Man客房服务员：Room Attendant缝纫工：Seamstress熨烫工：Presser洗涤工：Washer餐饮部Food & Beverage Department中餐部 Chinese Restaurant Department 西餐部 Western Restaurant Department 厨房部 Kitchen Department管事部 Steward Department餐饮总监F&B Director餐饮部经理F&B Manager餐饮服务经理 F&B service Manager西餐厅经理Western Restaurant Manager 中餐厅经理Chinese Restaurant Manager 咖啡厅经理Coffee Shop Manager餐饮部秘书F&B Secretary领班Captain迎宾员Hostess服务员Waiter ,Waitress传菜Bus Boy, Bus Girl行政总厨Executive chef中厨师长Sous Chef(Chinese Kitchen)西厨师长Sous Chef(Western Kitchen)西饼主管Chief Baker点心工：Pastry Cook烧味厨师：Grill Chef厨工：Cook Assistant管事部：Steward Department总管事：Chef Steward主管：Steward Supervisor碗工：Dishwasher管事清洁工：Cleaner宴会销售部经理：Banquet Sales Manager 宴会销售主任：Banquet Sales Officer中餐部经理：Chinese Restaurant Manager 西餐部经理：Western Restaurant Manager 营业部经理：Sales Manager酒水部经理：Beverage Manager调酒师：Bartender酒吧服务员：Barman咖啡厅主管：Coffee Shop Supervisor高级主管；Senior Supervisor领班：Captain高级服务员：Senior Waiter & Waitress 服务员：Waiter & Waitress咨客：Hostess传菜员：Pantry man实习生：Trainee康乐部Recreation and Entertainment Department工程部Engineering Department工程总监Chief Engineer工程部经理Engineering Manager值班工程师Duty Engineer工程部经理Engineering Manager运行经理Operation Manager维修经理Repairing Manager安消经理Fire Control Supervisor运行领班Operation Captain强弱电领班Strong & Weak Captain维修领班Repairing Captain空调工Air-Conditioning Attendant锅炉工 Boiler配电工 Electrician强弱电工Strong & Weak Current Worker机修工Mechanician木工Carpenter万能工Fitting-up Worker水工Plumber文员Secretary仓管员Storeroom Keeper保安部Security Department保安部经理Security Manager保安部副经理Asst. Security Manager保安员Security Manager警卫领班Security Captain门卫Entrance Guard巡逻Patrol Guard监控员TV Monitoring Clerk。
喜来登酒店国际英语培训资料Unit 1： GREETING & FAREWELLS● VOCABULARY● 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？ 专门好，感谢，你呢？ Fine, thanks, and you? Good-bye Good night Good-bye for now 专门好，感谢，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. 专门快乐又见到你。
晚上愉快。
回头见。
专门快乐见到你。
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。
期望再见到您。
Thank you for coming (Thanks for coming) Look forward to seeing you again感谢光临。
希望再见到您。
● 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.Find 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: INTRODUCTIONSVOCABULARY PHRASES 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。
酒店英语培训资料哈尔滨国际饭店前厅部英语培训资料酒店英语单词前厅部the front office:前厅部 register:登记、注册 Room Reservation: 客房预订处 Book : 预订Confirm : 确认 Counter : 柜台 Double room: 双人房 Single room: 单人间 Twin room : 标准间 Deluxe suite : 豪华套房 Presidential suite : 总统套房 Room charge : 房价 Special rate : 优惠价 Service charge: 服务费Discount : 折扣 Suites: 套房 Credit card: 信用卡 Cash : 现金Name tag : 标签，行李牌 Luggage/baggage: 行李 Suitcase : 箱子Handbag : 手提包 Valuable : 贵重物品 Breakable : 易碎的 Full name: 全名Fill in : 填写 Nationality : 国籍 Departure date : 离店日期 Signature : 签名 Passport :护照Receipt : 收据 Fine : 罚金Sundry fee : 杂费 Bill : 账单Invoice : 发票 Mis-check : 算账出错 Overpay : 多付 Currency : 货币Charge to the room : 挂账 Free of charge :免费Exchange rate : 兑换率 Hotel policy : 酒店的规定Express : 快件Deposit : 压金 Off-season : 淡季 Peak-season : 旺季Arrival list : 来客单 Telephone directory : 电话号码本 A long distance :长途电话 A local call : 市内电话 Extension : 电话分机 Elevator : 电梯Supermarket : 超市哈尔滨国际饭店前厅部英语培训资料客房部switch : 开关 IDD : 国际直拔 DDD : 国内直拔 Turn-down service : 做晚床 Wardrobe : 衣柜、衣橱 Mattress : 床垫 Air-conditioner : 空调器Laundry : 洗衣 Express service : 快洗 Iron : 熨烫Mend : 修补 dry-cleaned 干洗 indemnity : 赔偿 shrink 缩水 fade 褪色colorfast : 不褪色的 laundry bag 洗衣袋 shirt 衬衫 coat 大衣 trousers: 裤子 toilet, lavatory 恭桶 toilet paper, toilet roll 卫生纸 toilet paper holder 卫生纸架 toilet cover 恭桶盖 toilet seat 恭桶座圈 hand towel 毛巾towel rack, towel rail 毛巾架 wash basin, hand basin 面盆 shaver outlet, shaver point 剃须刀插座 faucet, tap 水龙头bathtub, bath浴缸 bath towel 浴巾 shower 淋浴喷头 shower curtain 浴盆帘 soap dish 浴皂盒 toilet articles 盥洗用品 towel 毛巾 handkerchief手帕 shampoo 洗发香波 hot water 热水 soap 肥皂 detergent 洗衣粉 tooth paste 牙膏 hangers 衣架 tooth brush 牙刷 toilet mirror 梳妆 shaving brush 剃须刷 shaving cream剃须膏 comb 梳子 hair drier 吹风机 nail scissors 指甲剪 bathroom 浴室 shower bath, shower 淋浴 dresser 梳妆台mirror 镜子 toilet, lavatory, washroom 卫生间哈尔滨国际饭店前厅部英语培训资料water closet, W.C. 厕所;抽水马桶 bathrobe 浴衣 waste-paper basket 废纸篓 carpet 地毯 slippers 拖鞋 closet 壁橱chairs 椅子 nightstand 床头柜shoe-shiner 鞋刷。
XX国际大酒店英语培训international Hotel English Training总经理办公室:Executive Office (G.M office)人力资源部:HR 财务部:FN 餐饮部:F&B 客房部:HSKP 工程部:ENG保安部:SEC 康乐部:ENT 前厅部:FO 销售部:S&M市场传讯部MC电脑房：ITr酒店职位英语董事长Board Chairman (Director)总经理General Manager驻店经理Hotel Manager总经理行政助理Executive Assistant Manager总经理秘书Executive Secretary人力资源部Human Resources Department培训部Training Department质检部Quality Inspection Department员工关系部 Staffing Relationship Department人力资源开发总监Director of Human Resources人事培训经理P&T Manager人事部经理Personnel Manager培训部经理Training Manager质检部经理Quality Inspection Manager人事主任Personnel Officer福利劳资员Payroll Clerk培训主任Training Officer行政部主任 Executive Officer秘书Secretary车队队长Driver Captain Chief Driver员工宿舍管理员 Dormitory Keeper员工餐厅勤杂工 Staff Restaurant Cleaner司机Driver更衣室管理员：Staff Lockers Rooms Keeper翻译兼英语教师：English Translator & Teacher计划财务部Finance and Accounting Division财务部Accounting Department成本部Cost-control Department采购部Purchasing Department审计部 Auditor Department财务总监Financial Controller (Director of Finance)财务部经理Chief Accountant成本部经理Cost Control manager结帐经理Cashier Manager信用审计经理Credit Manager采购部经理Purchasing Manager总出纳Chief Cashier仓储领班 Store Room Captain营业点结帐领班F&B Cashier Captain夜审计员 Night Auditor信用管理员Credit Clerk应收款管理员 A/R Clerk往来款结算员Accounting Clerk收入费用结算员 Accounting Clerk成本核算员 Cost Clerk验货员Receiving Clerk信息管理员Information System Clerk文员Secretary食品采购员Purchasing Clerk - F&B物资采购员Purchasing Clerk - Material食品保管员Storeroom Keep - F&B物资保管员 Storeroom Keep - Material餐厅收款员 F&B Cashier市场营销部Sales & Marketing Division销售部Sales Department公关部Public Relation Department市场营销总监Director of Sales and Marketing 销售部经理Director of Sales公关经理Public Relation Manager宴会销售经理Banquet Sales Manager销售经理Sales Manager宴会销售主任Banquet Sales Officer销售主任Sales Officer高级销售代表Senior Sales Executive销售代表Sales Executive公关代表P.R. Representative公关部经理Public Relation Manager公关部主任Public Relation Supervisor高级客户经理Senior Account Manager资深美工Senior Artist美工Artist销售部联络主任Sales Coordinator房务部Rooms前厅部Front Office Department客房部（管家部）Housekeeping Department预订部Reservation Department宾客关系主任Guest Relation Officer资深销售中心预订员Sales Center Senior Reservation Clerk 销售中心主任Sales Center Supervisor礼宾部经理Chief Concierge行李员Bellboy女礼宾员Door Girl礼宾司Door Man房务总监Director of Rooms前厅部经理Front Office Manager前厅部副经理Asst . Front Office Manager大堂副理Assistant Manager宾客关系主任 Guest Relation officer礼宾司Chief Concierge接待员Receptionist出租车订车员Taxi Service Clerk行政管家Executive Housekeeper行政副管家Assistant Executive Housekeeper房务中心文员Room service Clerk楼层主管Floor supervisor楼层领班Floor Captain客房服务员Room Attendant洗衣房经理Laundry Manager公卫主管：PA Supervisor洗衣房主管：Laundry Supervisor布草主管：Uniforms Supervisor服务中心领班：Service Center Captain公卫领班：PA Captain水洗领班：Laundry Captain干洗领班：Dry Clean Captain布草领班：Uniforms Captain仓管员：Store man清洁工：P.A. Man客房服务员：Room Attendant缝纫工：Seamstress熨烫工：Presser洗涤工：Washer餐饮部Food & Beverage Department中餐部 Chinese Restaurant Department 西餐部 Western Restaurant Department 厨房部 Kitchen Department管事部 Steward Department餐饮总监F&B Director餐饮部经理F&B Manager餐饮服务经理 F&B service Manager西餐厅经理Western Restaurant Manager 中餐厅经理Chinese Restaurant Manager 咖啡厅经理Coffee Shop Manager餐饮部秘书F&B Secretary领班Captain迎宾员Hostess服务员Waiter ,Waitress传菜Bus Boy, Bus Girl行政总厨Executive chef中厨师长Sous Chef(Chinese Kitchen)西厨师长Sous Chef(Western Kitchen)西饼主管Chief Baker点心工：Pastry Cook烧味厨师：Grill Chef厨工：Cook Assistant管事部：Steward Department总管事：Chef Steward主管：Steward Supervisor碗工：Dishwasher管事清洁工：Cleaner宴会销售部经理：Banquet Sales Manager 宴会销售主任：Banquet Sales Officer中餐部经理：Chinese Restaurant Manager 西餐部经理：Western Restaurant Manager 营业部经理：Sales Manager酒水部经理：Beverage Manager调酒师：Bartender酒吧服务员：Barman咖啡厅主管：Coffee Shop Supervisor高级主管；Senior Supervisor领班：Captain高级服务员：Senior Waiter & Waitress 服务员：Waiter & Waitress咨客：Hostess传菜员：Pantry man实习生：Trainee康乐部Recreation and Entertainment Department工程部Engineering Department工程总监Chief Engineer工程部经理Engineering Manager值班工程师Duty Engineer工程部经理Engineering Manager运行经理Operation Manager维修经理Repairing Manager安消经理Fire Control Supervisor运行领班Operation Captain强弱电领班Strong & Weak Captain维修领班Repairing Captain空调工Air-Conditioning Attendant锅炉工 Boiler配电工 Electrician强弱电工Strong & Weak Current Worker机修工Mechanician木工Carpenter万能工Fitting-up Worker水工Plumber文员Secretary仓管员Storeroom Keeper保安部Security Department保安部经理Security Manager保安部副经理Asst. Security Manager保安员Security Manager警卫领班Security Captain门卫Entrance Guard巡逻Patrol Guard监控员TV Monitoring Clerk。
