酒店英语培训资料

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。

酒店英语培训教材English:When working in a hotel, it is essential to have a good command of both spoken and written English.Chinese:在酒店工作时，良好的英语口语和书面表达能力至关重要。

English:Effective communication in English is crucial for providing excellent customer service, handling guest inquiries, and resolving any issues that may arise during a guest's stay.Chinese:有效的英语沟通对于提供优质的客户服务、处理客人的咨询并解决客人住宿期间可能出现的问题至关重要。

English:Furthermore, being able to communicate effectively in English can help hotel staff establish rapport with guests, build trust, and create a positive and memorable experience for guests.Chinese:此外，能够有效地用英语沟通可以帮助酒店员工与客人建立良好关系，建立信任，并为客人创造积极和难忘的体验。

English:English language training materials for hotel employees should cover a range of topics such as basic phrases, hotel amenities, check-in and check-out procedures, handling complaints, and providing recommendations for local attractions and dining options.Chinese:酒店员工的英语培训教材应涵盖各种主题，如基本短语、酒店设施、办理入住和退房手续、处理投诉，并为当地景点和餐饮场所提供建议。

酒店前台接待英语培训资料1. 前言酒店前台接待是酒店服务中至关重要的一环。

为了提高前台接待人员的英语水平，本资料将着重介绍酒店前台接待所需的英语表达和沟通技巧，以便为客人提供更好的服务体验。

2. 基本词汇与句型在酒店前台接待工作中，以下基本词汇和句型是必不可少的。

基本词汇•Check-in: 办理入住手续•Check-out: 办理退房手续•Reservation: 预订•Room key/card: 房卡•Guest: 客人•Receptionist: 前台接待员•Welcome: 欢迎•How may I assist you?: 我能帮您什么？•Do you have a reservation?: 您有预订吗？•May I have your name, please?: 请问您的姓名？•Would you like a smoking or non-smoking room?: 您需要吸烟房还是非吸烟房？•How many nights will you be staying?: 您会住几个晚上？•Is there anything else I can help you with?: 还有什么我可以帮您的吗？常用句型•Good morning/afternoon/evening. How may I assist you?: 早上/下午/晚上好。

我能帮您什么？•Welcome to our hotel. Do you have a reservation?: 欢迎来到我们酒店。

您预订了房间吗？•May I have your name, please?: 请问您的姓名？•Here is your room key/card. Your room number is XXX.: 这是您的房卡。

您的房间号码是XXX。

•How many nights will you be staying?: 您会住几个晚上？•If you need any assistance, please feel free to ask.: 如果您需要任何帮助，请随时告诉我们。

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”)。

酒店英语培训资料一、培训目的酒店英语培训的目的是帮助酒店员工提高他们的英语沟通能力，以提供更好的服务。

随着旅游业的快速发展，英语已经成为酒店行业中不可或缺的语言。

酒店员工需要能够流利地与国际客人进行沟通，合理地使用酒店专业英语词汇，提供专业而周到的服务。

二、培训内容1. 基本表达在酒店英语培训中，我们将重点关注基本表达能力的提升。

包括但不限于以下内容：•问候客人并提供帮助•介绍酒店设施和服务•向客人说明酒店政策和流程•接听电话并处理客人的请求•处理客户投诉和问题2. 酒店专业英语词汇在酒店行业中，有很多专业术语和词汇需要掌握。

这些词汇包括但不限于以下内容：•房间类型和设施•餐厅和酒吧服务•酒店预订和入住流程•客人服务和行政服务3. 语法和语音除了词汇外，酒店员工还需要掌握一定的语法知识和正确的语音发音。

毕竟，良好的语法和清晰的发音能够更好地与客人进行沟通，避免产生误解。

•英语基本语法知识•声调和重音规则•流利的口语表达4. 情景演练和角色扮演为了更好地帮助员工应对各种实际工作中可能遇到的情况，我们将设置一些情景演练和角色扮演的活动。

通过这些活动，员工将有机会模拟真实情况并实践所学知识。

•客人入住和退房•接待客人和提供服务•处理客户投诉和问题三、培训方法为了提高培训效果，我们将采用多种培训方法和教学工具。

1. 课堂教学我们将组织定期的课堂教学，讲解基本表达、专业英语词汇、语法和语音等知识点。

课堂教学将通过投影仪展示演示，并提供相应的学习材料。

2. 小组讨论和练习除了课堂教学，我们还将组织小组讨论和练习的活动。

在这些活动中，员工可以共同讨论和解决问题，并进行角色扮演。

3. 游戏和竞赛为了增加培训的趣味性和活跃性，我们还将组织一些游戏和竞赛。

通过游戏和竞赛，员工可以巩固所学知识，并增强团队合作能力。

4. 在线学习资源为了方便员工的学习，我们还将提供在线学习资源。

员工可以根据自己的时间和进度学习，并参与在线讨论和测试。

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。

酒店英语培训讲义Hotel English( Veegle Hotel·Hangzhou)第一讲日常用语Part One Daily Expressions基本用语与对话Basic sentences & Conversation 词汇Useful words●早上（下午/晚上）好，怀特先生。

Good morning (afternoon/ evening), Mr. White.●您好。

How are you?How do you do?●再见。

Good-bye.●明天见。

See you tomorrow.●谢谢您的光临。

Thank you for your coming.●非常感谢。

Thank you very much.●欢迎来酒店。

Welcome to Veegle hotel.●我可以帮您什么吗？May I help you?What shall I do for you?Is there anything I can do for you?●这个给您。

Here you are.●很高兴能为您服务。

It’s my pleasure to be at your service.My pleasure to serve you.●请稍等。

Please wait for a moment.Just a minute, please. Hotel 酒店，宾馆General manager总经理Deputy general manager副总经理Director 总监Manager 经理Supervisor 主管Captain 领班Assistant Manager大堂副理Front office 前厅部Housekeeping 客房部/管家部Engineering Department工程部Finance Department财务部Security DepartmentSafety Department安全部Sales & Marketing市场营销部Food & Beverage餐饮部●对不起，让您久等了。

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。

英语培训E n g l i s h T r a i n i n g接接待待宾宾客客英英语语对对话话注注意意事事项项1. 不要太顾及文法 针对情况应对作答俗语说“熟能生巧”只要多听多讲多练习，自然能说得很流利。

最怕一开始就想要像中文一样讲的百分百的完整、正确，而产生不敢开口或构思半天才作答的毛病。

切记，学习英语会话最忌害羞，英语并不是我们的母语，讲错了也不用难为情，只要能使对方了解自己想说的事，并且针对客人的问题作答，就已经相当不错了。

刚开始时，不要存有非说得很流利不可的想法，只要把握每一次说话的机会，就是进步的秘诀。

2. 用心听客人说话 不懂时可以再问一次初学英语时，应先练习听力，训练自己的耳朵，以便跟得上客人的说话速度。

接待客人时，在确定了客人的意思或要求之后，应该重复确认一遍。

有不懂得地方马上再问一次。

假装听懂了，很容易会误人误己，是绝对行不通的。

如果仍然听不懂，可以对客人说“Just a moment, please.”然后找来上级应对。

3. 不要使用和朋友交谈式的英语酒店英语对话，是以商务英语为基础，必须正式、合乎礼节、具有格调，不可以使用和朋友交谈时的非正式英语。

宾客至上，且酒店大部分是招待社会地位较高或经济较充裕的阶层，讲话当然不能有失礼的地方。

酒店对话使用的即是正式的英语，故不会因为交谈对象的年龄、性别而有所改变。

另外，要注意尽量避免使用和客人一样的说话方式，使对方误以为你在模仿。

以下举几个例子，是比较正式和非正式英语的差别：[非正式英语] [正式英语]What's your name? May I have your name, please? Do you want some tea? Would you like some tea?Over hare, please.Could you come this way, please?4. 不要使用俚语（Slang ）俚语对整个社会通常由直接或间接的影响，也是语言的一个重要组成部分。

酒店英语培训资料酒店英语培训资料（一）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迎:—“早上好，小姐/先生。

”“Goodmorning,madam/sir.”—“下午好，小姐/先生。

”“Goodafternoon,madam/sir.”—“晚上好，小姐/先生。

”“Goodevening,madam/sir.”﹡客人喜爱听你称呼他的姓氏，因此尽可能常用，如：“王先生，陈小姐，李太太”等。

—“专门快乐再次见到您（欢迎再次光临），王先生。

”“Nicetosee/meetyouagain,Mr.Wang.”或与客人互相寒暄：—“您今天好吗？”“Howareyou(today)?”—“我专门好，感谢，你呢？”“I’mfine,thankyou,andyou?”—“专门好，感谢您？”“I’mverywell,/I’mfine,too.Thankyou.”酒店英语培训资料：※UsefulWordsandExpressions:1)Sir2)Madam3)Miss4)Ms5)meet6)Goodmorning/afternoon/evening!7)Glad/Niceto…8)Howdoyoudo?/Howareyou?酒店英语培训资料（二）2、主动向客人提供关心:—“我能够帮您吗？”“MayIhelpyou?”/WhatcanIdoforyou?”﹡尽量为客人多做一点：—“还有什么需要我帮您吗？”“IsthereanythingelseIcandoforyou?”※UsefulWordsandExpressions:1)May/CanI…?2)Ifyouneedmyhelp,justcallmeplease.3、记住一些能讨人喜爱的言词:—“感谢。

”“Thankyou.”—“别客气。

”“Youarewelcome.”—“对不起。

”“I’msorry.”—“没关系。

”“That’sallright.”—“请。

酒店英语口语培训内容1. 简介酒店英语口语培训是为酒店行业从业人员提供的专门培训课程，旨在提高酒店员工的英语口语水平，以便更好地与国际客人进行沟通和服务。

本文将就酒店英语口语培训的内容进行介绍。

2. 基础词汇和表达为了能够基本应对酒店工作中的日常对话，酒店英语口语培训通常从基础词汇和表达开始。

包括但不限于以下内容： - 问候和介绍：学习如何礼貌地问候客人，介绍自己和酒店。

- 订房和登记入住：掌握预订房间和登记入住的流程以及相关词汇。

- 房间设施和服务：学习各种房间设施和服务的英文表达，如空调、电视、热水等。

- 酒店设施和服务：了解酒店其他设施和服务的英文表达，如健身房、餐厅、行李存放等。

- 日常交流：掌握日常交流中常用的英文表达，如提供帮助、解决问题等。

3. 客房服务客房服务是酒店工作中的重要一环，故在酒店英语口语培训中通常会特别强调客房服务相关的英文口语表达，主要包括以下内容： - 提供清洁服务：学习如何向客人提供清洁服务，包括更换床单、清洁浴室、整理客房等。

- 提供客房用品：熟悉客房用品的名称和英文表达，如毛巾、牙刷、拖鞋等。

- 解答客人问题：掌握如何解答客人在客房服务方面常见的问题，如如何调节空调、如何使用电视遥控器等。

4. 餐厅服务餐厅服务是酒店的重要一部分，因此酒店英语口语培训还会着重培训餐厅服务相关的口语表达，具体内容包括： - 座位安排：学习如何礼貌地引导客人入座，并向客人介绍餐厅的各个区域。

- 点菜和服务：掌握点菜和服务过程中的英文表达，如推荐菜品、询问口味偏好等。

- 结账和离场：学习如何向客人提供账单，接收付款并告别客人。

5. 应对客户投诉和解决问题在酒店工作中，客户投诉和问题处理是不可避免的，酒店英语口语培训会为员工提供相关的口语技巧和表达，以解决客户投诉和问题，保证客户满意度。

6. 角色扮演和实践活动酒店英语口语培训一般以角色扮演和实践活动为主要教学方法。

通过模拟真实的酒店工作场景，让学员实际运用所学的口语表达进行对话练习，加强口语交流能力。