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1、LOGOPage 2Chapter 1. Courtesy English第一部分第一部分 礼貌英语礼貌英语Page 3n “Good Morning, Sir / Madam.”n “Good Afternoon, Sir / Madam.”n “Good Evening, Sir / Madam.”n “May I help you, Sir / Madam?”1、见面打招呼、见面打招呼Page 4n “Please”n “Thank You”n “Excuse Me”n “Pardon Me”2、能讨人喜欢的谈吐、能讨人喜欢的谈吐Page 5n “Mr. ”n “Mrs. ”n “Mr.
2、 & Mrs. ”n “Master”3、客人喜欢听你称呼他的姓氏、客人喜欢听你称呼他的姓氏Page 6n “Sir”n “Madam”n “Miss”n “Sir & Madam”4、普通个人的称呼、普通个人的称呼Page 7n “Gentlemen”n “Ladies & Gentlemen”n “Ladies”n “Lady & Cattlemen”5、团体客人的称呼、团体客人的称呼Page 8n “How are you today, Mr. ?”n “Very well, Thank you. And n yourself. Sir?”6、见面时的寒喧、见面时的寒喧Page 9n “
3、Yes, Sir / Madam.”n “May I help you ?”n “Ill be with you in a moment, Sir / Madam.”n “Sorry to have kept you waiting, Sir / Madam.” 7、应答客人呼唤的词句、应答客人呼唤的词句Page 10n “Certainly , Sir / Madam.”n “Ill go and get it right away , Sir / Madam.”n “Yes, Sir / Madam.”n “Immediately, Sir / Madam.”8、可以供应客人之要求时、可以
4、供应客人之要求时, 应答应答Page 11n “Sorry, we have Run out of .”n “Im terribly Sorry. We dont have . ”n “Awfully sorry. Sir / Madam. We have sold out . ”n “Im Afraid We do not have .”9、不能供应客人之要求时、不能供应客人之要求时, 应答应答Page 12n “If you wait a minute, Sir / Madam. Ill try to find out.”n “Yes, Certainly. Allow me.”10、一时
5、未能肯定是否能供应客人之要、一时未能肯定是否能供应客人之要求时求时, 应答应答Page 13n “My Name Is . Call me any time. Im very glad to be of service.”11、自我介绍、自我介绍Page 14n “My pleasure”n “Youre most welcome”n “Glad to be of service”12、当客人向你道谢时、当客人向你道谢时Page 15n “Thats quite all right.”n “It doesnt matter.”n “Its Nothing.”13、当客人向你道歉时、当客人向你道
6、歉时Page 16n “Im sorry.”14、让路给客人、让路给客人Page 17n “Certainly, Sir / Madam. Let me help you.”n “Go ahead please. Youre welcome.n “Yes , of course. Allow Me.”15、客人微询你的同意可否拿走某物件、客人微询你的同意可否拿走某物件时时Page 18n “So sorry we cant do that. Its against our rules.”n “Im terribly sorry, we are not permitted to do this.
7、”n “Im afraid its against company policy. Im so sorry.”16、当不能答允客人的要求时、当不能答允客人的要求时Page 19n “No, thank you. Youre very kind.”n “Its awfully kind of you. But no, thank you.”17、当客人由於客气而给你赏物时、当客人由於客气而给你赏物时Page 20n “No. Im sorry.”n “Im afraid thats not so.”n “Im afraid not. Unfortunately.”n “Not really.”n
8、 “No, Sir / Madam. It is not.”18、婉拒客人的要求时、婉拒客人的要求时Page 21n “Im sorry. Sir. Im being called away . Have a pleasant day. Sir / Madam.”n “Good day, Sir / Madam.”19、中断与客人谈话时、中断与客人谈话时Page 22n “You too , Sir / Madam.”n “And you , Sir / Madam.”n “The Same to you , Sir/ Madam. ”20、若客人客气地先和你说、若客人客气地先和你说“有个愉快
9、有个愉快的周未的周未”的时候的时候Page 23n “Please take your time, Sir / Madam . Theres no hurry.”21、客人因他的缓慢、客人因他的缓慢, 拙劣而面露尴尬拙劣而面露尴尬时时Page 24n “Excuse me for interrupting.”n “May I take up a few moments of your time?”n “May I Speak to you for a moment, Sir / Madam?”22、要打断客人的谈话时、要打断客人的谈话时, 应说应说Page 25n “Sorry to have
10、 kept you waiting. Ill see to it right away.”23、当客人催促你时、当客人催促你时Page 26n “Here is your . Sir / Madam.”24、向客人展示单据等物时、向客人展示单据等物时Page 27n “Good morning / Afternoon/evening.n This is . My name isn . May I help you? ”25、接听电话时、接听电话时Page 28n “Thank you for telling us, Sir / Madam. I assure you it wont happe
11、n again. Ill speak to our manager about it. Please accept our apology.”26、接受投诉或批评时、接受投诉或批评时Page 29n “Im terribly sorry. There could have been some mistake. I do apologise .”n “Im sorry, Sir / Madam. Ill look into the matter at once.”27、处理错误或达失时、处理错误或达失时Page 30n “Im sorry . I dont understand. Ill get
12、 you the manager.”n “Im sorry, I dont understand. Can you please show me?”28、当你听不懂时、当你听不懂时Page 31n “Go straight ahead.”n “Turn left / right at the first corner.”n “Go up the escalator.”n “Go down to the lobby.”n “Sorry, Im not sure. If youll wait a minute. Ill be glad to find out for you.”29、为客人指示方向
13、、为客人指示方向Page 32n “Could you (Sign here), please?”n “May I ask you to (return in 5 minutes) Sir / Madam?”n “Could I Have ( your name) Sir / Madam?”n “Please ( come this way) ” 30、请客人作某种事情时、请客人作某种事情时Page 33Chapter 2.General English Conversation第二部分第二部分 基本会话基本会话Page 34n VOCABULARYWelcome 欢迎 friend 朋友 f
14、arewell 告别Identify 识别 definitely 肯定 safe 安全的Enjoy 喜欢 pleased 高兴 sure 当然trip 旅游 weekend 周末 again 再look forward to盼望 satisfaction 满意UNIT 1:GREETINGS & FAREWELLSPage 35Good morning. Good Afternoon.早上好。 下午好。Good evening. Welcome back. 晚上好。 欢迎回来。Hello. How do you do? 你好 你好吗？How are you? Fine, thank you,
15、and you?你好吗？ 很好，谢谢，你呢？Good-bye. Good night. 再见。 晚安。PHRASES ON THE JOBPage 36It was nice to see you again. 很高兴又见到你。 Have a Have a good evening. See you later.晚上愉快。 回头见d weekend. Have a safe trip.周末愉快。 一路平安。Have a good day. Hope to see you again.祝您愉快。 希望再见到您。Thank you for coming. (Thanks for coming)感谢
16、光临。Look forward to seeing you again.盼望再见到您。Page 37 Staff: Good morning. Mr. Smith. How are you today? Guest: Good morning, Jane. 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.TALKING TO THE GU
17、ESTPage 38 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 forward to seeing you again. Guest: Thank you. Ill definitely come to the Renaissance next time Im in Tianjin.Page 39n VOCABULARYInt
18、roduction 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 enjoy 喜欢UNIT 2:INTRODUCTIONSPage 40My name is John Smith. 我叫约翰.史密斯Its nice to meet you. 很高兴见到您。 Im glad to meet you.很高兴见到您。Im Mary Copper.我叫玛丽.库伯。 Im pleased to meet you.很高兴见到您。PHRASE
19、S ON THE JOBPage 41Let me introduce you to John Smith. 我把你介绍给约翰.史密斯。Id like to introduce you to Mary Silver.我想把你介绍个玛丽。Id like you to meet Mr. Thomson.希望你认一下托玛斯先生。I dont think weve met before.我想我们以前没见过。Have we met before?我们以前见过面吗？ Youre new here, arent you?你是新来的，对吗？Page 42 Staff: Good morning. May I
20、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 you 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 w
21、ill. Staff: See you later. Guest: See you.TALKING TO THE GUESTPage 43n VOCABULARYexcuse 原谅原谅 apologize请求原凉请求原凉mistake 错误错误 forgive 原谅原谅 mind 介意介意 assure 保证保证sorry 对不起对不起 right away马上马上happen 发生发生 bill 帐单帐单Check 检查，帐单检查，帐单UNIT 3:APOLOGIESPage 44Excuse me. Im sorry. Please forgive me. Thats OK.打扰一下。 对
22、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? 请稍等好吗？Would you mind waiting a second?请稍等好吗？I didnt mean for that to happen. 我是不想出这种事的。 I assure you it wont happen again.我向您保证以后不再发生这种事。PHRASES ON THE JOBPage 45 Guest: Excuse
23、 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. There is a mistake in your bill. I assure you it wont happen again. Guest: Well, thats all right.TALK
24、ING TO THE GUESTPage 46n VOCABULARYappreciate 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 展示 serve 服务end 尽头UNIT 4:OFFERING HELPPage 47Anything I can do for you? 我能为您做些什么？If theres anything I can do to help, please
25、 let me know.如果有我能帮忙的话，请告诉我。Can I help you? 我能帮忙吗？ If I can be of assistance, please do not hesitate to ask.如果要我帮忙，别犹豫，尽管讲。Do you need any help? 要帮忙吗？ Id be very glad to help you.很高兴认识您。 PHRASES ON THE JOBPage 48Can I give you a hand? If you wouldnt mind.要帮忙吗？ 如果你不介意。If you dont mind. If its no trou
26、ble.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。Page 49 Staff: Excuse me. May I help you? Guest: Yes, Im looking for my room. Staff: May I know your room number, please? Guest: Yes, My room number is 358. Staff: Thats at the other end of the corridor.
27、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. TALKING TO THE GUESTPage 50 Staff: Going up, sir? Guest: Yes. Staff: Watch your steps, please. The floor is wet. Guest: OK. Thank you
28、. Staff: By the way, may I help you with your luggage? Guest: Sure. Thats very kind of you. Staff: Youre most welcome.Page 51n VOCABULARYrepair 修理 kitchen 厨房 wire 电线light 灯 noisy 吵 indeed 的确by the way 顺便说一下 electrician电器师Colleague 同事as soon as possible 尽可能早help sb. with sth 帮某人做某事UNIT 5:THANKS AND R
29、EPLIESPage 52Thanks. 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. 同样得谢谢您 不客气Its my pleasure to serve you. Thats quite all right.很荣幸为您服务 一点儿关系都没有Im pleased to be o
30、f service to you.愿意为您效劳I know next to nothing.我几乎一窍不通。PHRASES ON THE JOBPage 53 Staff: Good 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, a wire is loose. Now, its all right. Guest: Yes, it i
31、s. 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?TALKING TO THE GUESTPage 54 Staff: Sorry. Im an electrician. I know next to nothing about telephone. But Ill call my colleague to come as soon as possible. Guest: O
32、K. Thank you just the same. Staff: Not at all. Good-bye, Mrs. Thomson. Guest: Good-bye.Page 55n VOCABULARYFavor 喜欢 over there 在那边do sb. a favor 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UNIT 6:REQUESTS AND REPLIESPage 56Would you please do me a favor?能帮我个忙吗？Could you
33、do me a favor?帮我个忙好吗？Could I ask you a favor?帮我个忙好吗？Could you do a favor for me?帮我个忙好吗？Could you possibly do a favor for me?帮我个忙好吗？PHRASES ON THE JOBPage 57Of course. 当然。 No problem. 没问题。No trouble at all.不麻烦。 Id be glad to.我会很高兴的。Page 58 Guest: Excuse me. Staff: Yes? Guest: Could you please do me a
34、 favor? 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.TALKING TO THE GUESTPage 59n VOCABULARYAge 年代 pretty 相当的on holiday 度假daughter 女儿 granddaughter
35、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UNIT 7:LONG TIME NO SEEPage 60Long time no see. 好久不见了。 I havent seen you for ages.久日不见了。Congratulations.祝贺。PHRASES ON THE JOBPage 61 Staff: Good morning. How are you Ms. Jackson? Havent seen you for ages. Guest: Yes
36、. 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.TALKING TO THE GUESTPage 62 Staff: So you have a granddaughter now.
37、 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.Page 63n VOCABULARYReservation 预定 nationality国籍t least 至少 Im afraid 恐怕Australian 澳大利亚人pardon 原谅beg 请求 on the fourth floor 在四楼rep
38、eat 重复 possible 可能intend 打算 plan 计划UNIT 8:ASKING PEOPLE TO REPEATPage 64Pardon? Please say it slowly.没听清？ 请慢慢讲。I beg your pardon. Sorry?我没听清。 对不起？I didnt follow you.我没听懂。Would you please say it again?请您再说一遍好吗？PHRASES ON THE JOBPage 65 Staff: Good afternoon, sir. Do you have a reservation? Guest: No,
39、 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 give yo
40、u a room on the 4th floor. Is that all right? Guest: Youre most welcome.TALKING TO THE GUESTPage 66 Chapter 3.Housekeeping English Conversation 第三部分第三部分 客房英语会话客房英语会话Page 67n VOCABULARYFax 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F
41、INDING PLACESPage 68Could you please tell me?请你告诉我好吗? Its on the second floor.在二楼。Its on the right side of the corridor.在走廊的右边。Turn left 左拐。PHRASES ON THE JOBPage 69 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 Busi
42、ness Centre. My colleague there can do it for you. Guest: But 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 i
43、t. Guest: Thank you very much. Youve been of great help. Staff: Its my pleasure to be of service.TALKING TO THE GUESTPage 70n VOCABULARYBeijing 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TIMEPage 71Th
44、eres a time difference of 6 hours. 时差6小时。 Id better make the call in the evening.我最好晚上打电话。Thats great.太棒了。Is it the correct time?时间准吗？Its 5:50 by my watch.我的表是5点50分。PHRASES ON THE JOBPage 72 Guest: Excuse me. What time is it now? Staff: Its 2:25 by my watch. Guest: Is it the correct time? Staff: Yes
45、. I think so. Guest: You use Beijing time here, dont you? Staff: Yes, we do. Guest: Do you know what time it is now in Holland?TALKING TO THE GUESTPage 73 Staff: I guess it is about half past eight in the morning. There is a time difference of 6 hours. Guest: I see. I want to call back home. It seem
46、s Id better make the call in the evening. Staff: I think so if nothing is urgent, because there are special rates at night after 9:00. Guest: Do you mean cheaper? Staff: Yes. Guest: Thats great. Thank you. Staff: My pleasure.Page 74n VOCABULARYcheck 检查 German 德国人over there 在那里 American 美国人 second 秒
47、mean 意思wonder 奇怪 stand for 代表taxi 出租车Apartment Building公寓楼GETTING INFORMATIONPage 75What does this stand for?这代表什么？Thank you for your help. 感谢您的帮助。 Please wait a second.请等一会儿。Ill check for you.我给您查一下。No wonder.难怪呢！PHRASES ON THE JOBPage 76 Staff: Good morning, maam. Anything I can do for you? Guest:
48、 Good morning. Im here to see my friend, but I dont know which building she lives in. Staff: Do you have her room number? Guest: Yes. Its 408. Staff: May I know your friends name? Guest: Sure. Her name is Shelly. Shelly Wilson. Staff: Is she an American? Guest: No, she is German.TALKING TO THE GUEST
49、Page 77 Staff: Please wait a second. Ill check for you. Guest: OK. Staff: Yes, here it is. She lives in Room 2408 in the Apartment Building over there. Guest: What does 2 mean? Staff: It stands for the Apartment Building. Guest: I see. No wonder. Thank you for your help. Staff: Youre welcome.Page 78
50、n VOCABULARYvisitor 客人 exit 出口adapter 连接器 need 需要brief case 公文包 out of order 坏了coupon 奖券 interesting 有趣room key 钥匙 tour guide 导游Food Mall 食品街 Ancient Culture Street 古文化街VISTING A GUESTPage 79Im tied up at the moment. 我这会儿非常忙。Ill be off then.到那时我就下班了。Dont worry.别担心。 I did ask for one.我确实要了一个。PHRASES