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1、高星级饭店客房英语培训教材HOUSEKEEPING ENGLISH TRAINING COURSE内容ContainChapter 1.Courtesy English第一部分 礼貌英语Chapter 2.General English Conversation第二部分 基本会话Chapter 3.Housekeeping English Conversation 第三部分 客房英语会话Chapter 4.Housekeeping Terminology第四部分 专业词汇Courtesy English Multi-Skill Hotel Engli1. 见面打招呼:“Good Morning
2、, Sir / Madam.”“Good Afternoon, Sir / Madam.”“Good Evening, Sir / Madam.”“May I help you, Sir / Madam?”2. 能讨人喜欢的谈吐:“Please”“Thank You”“Excuse Me”“Pardon Me”3. 客人喜欢听你称呼他的姓氏:“Mr. ”“Mrs. ”“Mr. & Mrs. ”“Master”4. 普通个人的称呼:“Sir”“Madam”“Miss”“Sir & Madam”5. 团体客人的称呼:“Gentlemen”“Ladies & Gentlemen”“Ladies”“L
3、ady & Cattlemen”6. 见面时的寒喧:“How are you today, Mr. ?”“Very well, Thank you. And yourself. Sir?”7. 应答客人呼唤的词句:“Yes, Sir / Madam.”“May I help you ?”“Ill be with you in a moment, Sir / Madam.”“Sorry to have kept you waiting, Sir / Madam.”8. 可以供应客人之要求时, 应答:“Certainly , Sir / Madam.”“Ill go and get it righ
4、t away , Sir / Madam.”“Yes, Sir / Madam.”“Immediately, Sir / Madam.”9. 不能供应客人之要求时, 应答:“Sorry, we have Run out of .”“Im terribly Sorry. We dont have . ”“Awfully sorry. Sir / Madam. We have sold out . ”“Im Afraid We do not have .”10. 一时未能肯定是否能供应客人之要求时, 应答:“If you wait a minute, Sir / Madam. Ill try to
5、 find out.”“Yes, Certainly. Allow me.”11. 自我介绍:“My Name Is . Call me any time. Im very glad to be of service.”12. 当客人向你道谢时:“My pleasure”“Youre most welcome”“Glad to be of service”13. 当客人向你道歉时:“Thats quite all right.”“It doesnt matter.”“Its Nothing.”14. 让路给客人:“Im sorry.”15. 客人微询你的同意可否拿走某物件时:“Certainl
6、y, Sir / Madam. Let me help you.”“Go ahead please. Youre welcome.“Yes , of course. Allow Me.”Courtesy English Multi-Skill Hotel English16. 当不能答允客人的要求时:“So sorry we cant do that. Its against our rules.”“Im terribly sorry, we are not permitted to do this.”“Im afraid its against company policy. Im so s
7、orry.”17. 当客人由於客气而给你赏物时:“No, thank you. Youre very kind.”“Its awfully kind of you. But no, thank you.”18. 婉拒客人的要求时:“No. Im sorry.”“Im afraid thats not so.”“Im afraid not. Unfortunately.”“Not really.”“No, Sir / Madam. It is not.”19. 中断与客人谈话时:“Im sorry. Sir. Im being called away . Have a pleasant day.
8、 Sir / Madam.”“Good day, Sir / Madam.”20. 若客人客气地先和你说“有个愉快的周未”的时候:“You too , Sir / Madam.”“And you , Sir / Madam.”“The Same to you , Sir / Madam.21. 客人因他的缓慢, 拙劣而面露尴尬时:“Please take your time, Sir / Madam . Theres no hurry.”22. 要打断客人的谈话时, 应说:“Excuse me for interrupting.”“May I take up a few moments of
9、your time?”“May I Speak to you for a moment, Sir / Madam?”23. 当客人催促你时:“Sorry to have kept you waiting. Ill see to it right away.”24. 向客人展示单据等物时:“Here is your . Sir / Madam.”25. 接听电话时:“Good morning / Afternoon/evening. This is . My name is . May I help you? ”26. 接受投诉或批评时:“Thank you for telling us, Si
10、r / Madam. I assure you it wont happen again. Ill speak to our manager about it. Please accept our apology.”27. 处理错误或达失时:“Im terribly sorry. There could have been some mistake. Ido apologise.”“Im sorry, Sir / Madam. Ill look into the matter at once.”28. 当你听不懂时:“Im sorry . I dont understand. Ill get
11、you the manager.”“Im sorry, I dont understand. Can you please show me?”29. 为客人指示方向: “Go straight ahead.”“Turn left / right at the first corner.”“Go up the escalator.”“Go down to the lobby.”“Sorry, Im not sure. If youll wait a minute. Ill be glad to find out for you.”30. 请客人作某种事情时:“Could you (Sign he
12、re), please?”“May I ask you to (return in 5 minutes) Sir / Madam?”“Could I Have ( your name) Sir / Madam?”“Please ( come this way) General English Conversation Multi-Skill Hotel EnglishUNIT 1:GREETINGS & FAREWELLSVOCABULARYwelcome欢迎friend朋友farewell告别identify识别definitely肯定safe安全的enjoy喜欢pleased高兴sure当
13、然trip旅游weekend周末again再look forward to盼望satisfaction满意PHRASES ON THE JOBGood morning.Good Afternoon.Good evening.Welcome back.早上好。下午好。晚上好。欢迎回来。Hello.How do you do?How are you?你好。你好你好吗？Fine, thank you, and you?Good-bye.Good night.很好，谢谢，你呢？再见。晚安。It was nice to see you again.Have a good evening.See you
14、later.很高兴又见到你。晚上愉快。回头见。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。TALKING TO THE GUEST:Staff:Good morning. Mr. Smith. How are you today?Guest:Good morning, Jan
15、e. Im fine, thanks, and you?Staff:Im fine, too. Are you checking-out today?Guest:Yes, I think so.Staff:Did you enjoy your stay here?Guest:Yes, I did.Staff:I hope our service is to your satisfaction.Guest:Sure. Im very pleased with everything here.Staff:Thank you. I wish you a nice trip home and look
16、 forward to seeing you again.Guest:Thank you. Ill definitely come to the Renaissance next time Im in Tianjin.General English Conversation Multi-Skill Hotel EnglishUNIT 2:INTRODUCTIONSVOCABULARYintroduction 介绍happy高兴spell out拼写出来meet会见glad高兴first name名pleased高兴nice很好last name姓certainly当然了pleasure高兴en
17、joy喜欢PHRASES ON THE JOBMy name is John Smith.Its nice to meet you.Im glad to meet you.我叫约翰.史密斯很高兴见到您。很高兴见到您。Im Mary Copper.Im pleased to meet you.我叫玛丽.库伯。很高兴见到您。Let me introduce you to John Smith.Id like to introduce you to Mary Silver.我把你介绍给约翰.史密斯。我想把你介绍个玛丽。Id like you to meet Mr. Thomson.I dont th
18、ink weve met before.希望你认识一下托玛斯先生。我想我们以前没见过。Have we met before?Youre new here, arent you?我们以前见过面吗？你是新来的，对吗？TALKING TO THE GUEST:Staff:Good morning. May I know your name?Guest:Certainly. My name is John Parkinson.Staff:Would you please spell your last name?Guest:Sure. P-a-r-k-i-n-s-o-n.Staff:How do yo
19、u do Mr. Parkinson? Welcome to our hotel.Guest:How do you do? Very nice to meet you.Staff:Hope youll enjoy your stay here.Guest:I think I will.Staff:See you later.Guest:See you.General English Conversation Multi-Skill Hotel EnglishUNIT 3:APOLOGIESVOCABULARYexcuse原谅apologize请求原谅mistake错误forgive原谅mind
20、介意assure保证sorry对不起right away马上happen发生bill帐单check检查，帐单PHRASES ON THE JOBExcuse me.Im sorry.Please forgive me.Thats OK.打扰一下。对不起。请原谅。没什么。I do apologize.Thats all right.Please accept our apology.我很抱歉。没关系。请接受我们的歉意。Would you please wait a moment?Would you mind waiting a second?请稍等好吗？请稍等好吗？I didnt mean fo
21、r that to happen.I assure you it wont happen again.我是不想出这种事的。我向您保证以后不再发生这种事。TALKING TO THE GUEST:Guest:Excuse me. I think there is a mistake in my bill.Staff:Im sorry to hear that. Ill check for you right away. Would you please wait a moment?Guest:OK. ( a moment later)Staff:I do apologize, Mr. Smith
22、. There is a mistake in your bill. I assure you it wont happen again.Guest:Well, thats all right.General English Conversation Multi-Skill Hotel EnglishUNIT 4:OFFERING HELPVOCABULARYappreciate喜欢grateful感谢offer提供assist帮助favor喜欢desire希望request要求hesitate犹豫mind介意trouble麻烦welcome欢迎follow me跟corridor走廊show
23、展示serve服务end尽头PHRASES ON THE JOBAnything I can do for you?If theres anything I can do to help, please let me know.我能为您做些什么？如果有我能帮忙的话，请告诉我。Can I help you?If I can be of assistance, please do not hesitate to ask.我能帮忙吗？如果要我帮忙，别犹豫，尽管讲。Do you need any help?Id be very glad to help you.要帮忙吗？很高兴认识您。Can I gi
24、ve you a hand?If you wouldnt mind.要帮忙吗？如果你不介意。If you dont mind.If its no trouble.如果你不介意。如果不麻烦的话。Theres no hurry.Please take you time.不着急。不着急。Going up?Going down.上楼吗？下楼。TALKING TO THE GUEST:Staff:Excuse me. May I help you?Guest:Yes, Im looking for my room.Staff:May I know your room number, please?Gue
25、st:Yes, My room number is 358.Staff:Thats at the other end of the corridor. Follow me, please. Ill show you to your room.Guest:Thank you. Its very kind of you.Staff:Its my pleasure so serve you. Please enjoy your stay.Guest:Yes. I will.*Staff:Going up, sir?Guest:Yes.Staff:Watch your steps, please. T
26、he floor is wet.Guest:OK. Thank you.Staff:By the way, may I help you with your luggage?Guest:Sure. Thats very kind of you.Staff:Youre most welcome.General English Conversation Multi-Skill Hotel EnglishUNIT 5:THANKS AND REPLIESVOCABULARYrepair修理kitchen厨房wire电线light灯noisy吵indeed的确by the way顺便说一下electr
27、ician电器师colleague同事as soon as possible尽可能早help sb. with sth.帮某人做某事PHRASES ON THE JOBThanks.Thank you very much.Thank you ever so much.谢谢。非常感谢。太感谢了。I appreciate that/it.Thats very kind of you.You are so sweet.我很感激。你太好了。你真甜。Thank you just the same.Youre most welcome.Its my pleasure to serve you.同样得谢谢您
28、。不客气。很荣幸为您服务。Thats quite all right.Im pleased to be of service to you.I know next to nothing.一点儿关系都没有。愿意为您效劳。我几乎一窍不通。TALKING TO THE GUEST:Staff:Goof afternoon. Miss Thomson. Im here to repair your light.Guest:Thats very nice. Its this one in the kitchen. It doesnt work.Staff:Let me have a look. Oh,
29、a wire is loose. Now, its all right.Guest:Yes, it is. Thank you very much indeed.Staff:Its my pleasure.Guest:By the way, my telephone is too noisy. Could you please help me with this?Staff:Sorry. Im an electrician. I know next to nothing about telephone. But Ill call my colleague to come as soon as
30、possible.Guest:OK. Thank you just the same.Staff:Not at all. Good-bye, Mrs. Thomson.Guest:Good-bye.General English Conversation Multi-Skill Hotel EnglishUNIT 6:REQUESTS AND REPLIESVOCABULARYfavour喜欢over there在那边do sb. a favour为某人帮忙next to紧挨着look for寻找request要求easy容易reply回答trouble麻烦problem问题PHRASES O
31、N THE JOBWould you please do me a favour?Could you do me a favour?能帮我个忙吗？帮我个忙好吗？Could I ask you a favour?Could you do a favour for me?帮我个忙好吗？帮我个忙好吗？Could you possibly do a favour for me?Of course.帮我个忙好吗？当然。No problem.No trouble at all.Id be glad to.没问题。不麻烦。我会很高兴的。TALKING TO THE GUEST:Guest:Excuse me
32、.Staff:Yes?Guest:Could you please do me a favour?Staff:Certainly. What can I do for you?Guest:Im looking for the Sales Department.Staff:Thats easy. Its over there, next to the Information Desk.Guest:I see. Thanks a lot.Staff:My pleasure.General English Conversation Multi-Skill Hotel EnglishUNIT 7:LO
33、NG TIME NO SEEVOCABULARYage年代pretty相当的on holiday度假daughter女儿granddaughter孙女grandson孙子aunt姨、姑、婶uncle叔、伯、舅son儿子first cousin第一代表兄弟姐妹second cousin第二代表兄弟姐妹PHRASES ON THE JOBLong time no see.I havent seen you for ages.Congratulations.好久不见了。久日不见了。祝贺。TALKING TO THE GUEST:Staff:Good morning. How are you Ms.
34、Jackson? Havent seen you for ages.Guest:Yes. Long time no see. Im fine, thanks. How about you?Staff:Pretty well. Did you go on holiday?Guest:Yes. I went back home because my daughter had a baby.Staff:Congratulations.Guest:Thanks.Staff: A girl or a boy?Guest:A girl.Staff:So you have a granddaughter n
35、ow.Guest:A granddaughter? Ive got three.Staff:Three granddaughters?Guest:Yes, and a grandson as well.Staff:They must be very lovely.Guest:Sure. I enjoy them greatly.General English Conversation Multi-Skill Hotel EnglishUNIT 8:ASKING PEOPLE TO REPEATVOCABULARYreservation预定nationality国籍at least至少Im af
36、raid恐怕Australian澳大利亚人pardon原谅beg请求on the fourth floor在四楼repeat重复possible可能intend打算plan计划PHRASES ON THE JOBPardon?Please say it slowly.I beg your pardon.Sorry?没听清？请慢慢讲。我没听清。对不起？I didnt follow you.Would you please say it again?我没听懂。请您再说一遍好吗？TALKING TO THE GUEST:Staff:Good afternoon, sir. Do you have a
37、 reservation?Guest:No, Im afraid not.Staff:May I know your name, please?Guest:Yes, Im David Stevenson.Staff:Your nationality?Guest:Im Australian.Staff:Sorry, I beg your pardon?Guest:Im Australian.Staff:I see. How long do you intend to stay?Guest:At least a week. Possibly longer.Staff:Good. I can giv
38、e you a room on the 4th floor. Is that all right?Guest:Youre most welcome.General English Conversation Multi-Skill Hotel EnglishUNIT 1:FINDING PLACESVOCABULARYfax传真miss错过colleague同事lift电梯get off下left左right右send发送take乘then然后Front Office前台Business Centre商务中心PHRASES ON THE JOBCould you please tell me?I
39、ts on the second floor.请你告诉我好吗?在二楼。Its on the right side of the corridor.Turn left.在走廊的右边。左拐。TALKING TO THE GUEST:Staff:Good morning, madam. Can I help you?Guest:Yes. Could you please tell me where I can send a fax?Staff:You may go to the Business Centre. My colleague there can do it for you.Guest:B
40、ut where is the Business Centre?Staff:Its on the second floor, just above the Front Office. You may take the lift here, get off the second floor, and then turn left. The Business Centre is on the right side of the corridor. You cant miss it.Guest:Thank you very much. Youve been of great help.Staff:Its my pleasure to be of service.General English Conversation Multi-Skill Hotel EnglishUNIT 2:TIMEVOCABULARYBeijing Time 北京时间special特殊的rate价格correct正确的seem似乎cheaper更便宜的in the morning在早上at night夜里urgent紧急的downtown市中心hour小时difference不同/差别oclock钟PHRASES ON THE JOBTheres a time difference o