最新酒店商务英语课程资料
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。
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。
2024年商务英语培训资料
Clear purpose
At the beginning of the letter, clarify the purpose of the letter so that the recipient can quickly understand the main idea of the letter.
• Marketing: including market research, advertising, sales strategies, etc., requires the use of business English for market promotion and brand promotion.
Punctuality and punctuality
Respect level
Strictly adhere to the meeting and agreed time to demonstrate your integrity and reliability.
Understand and respect the hierarchical systems of different countries and regions to avoid unnecessary misunderstandings or conflicts.
02 Business English communication skills
Principles of Effective Business Communication
酒店英语培训资料
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。
酒店英语培训资料
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。
酒店英语初级培训教材
Could you fill out the form, please?
请您填写这张表格好吗？
Could you write that down, please? 请您写下来好吗？ Could you hold the line, please? 请不要挂电话好吗？
询问客人的喜好或是做什么时，可使用Would you ~
沈达江海大酒店
日常服务英语培训
一、疑问句基本句式
在正式的英语表现里，疑问基本句型可分为下列四种：
1. May I ~
2. Could you ~ 3. Would you ~ 4. Shall I ~? 只要理解这四种基本的句型，我们就可以处理大部分业务上的 状况。
当自己要做什么事时，就使用May I ~
Thank you for staying with us.
谢谢光临。
当难以理解客人的话语时
当客人的英语难以理解时。面对客人的疑问，不要只是一味地 傻笑，或是一直说Yes, Yes.如果听不懂事，要向客人提出疑 问，或是先向对方说“Just a moment, please.”, 然后请求 他人协助。 Pardon? 对不起？ Pardon me? 对不起？
三、回答语
一般性的回答
I see, sir.
我明白了，先生。
Certainly, sir.
好的/当然，先生。
请对方再等一会儿
Just a moment, please.
请稍等。
Thank you for waiting. 您久等了，先生。 I am very sorry to have kept you waiting. 很抱歉让您久等了。 Could you wait a little longer, please? 请您稍候好吗？
商务英语课程介绍
常用商务术语和短语
学习常见的商务术语和短语，提升与合作伙伴交流 的能力。
行业特定术语
学习特定行业的术语，为行业相关的沟通做好准备。
III. 商务写作技巧
1 商业信函和电子邮件
学习撰写商业信函和电子邮件的技有效传达重要信息。
3 报告写作
学习撰写报告的方法和结构，呈现清晰的商务数据和见解。
学习肢体语言的重要性，提高面试表现。
X. 商务英语旅行
旅行必备词汇
掌握商务旅行所需的基本词汇。
酒店预订和交通
了解酒店预订和交通服务，确保 商务旅行无忧。
社交和建立人脉
学习如何在外国国家中进行社交 和建立人脉。
XI. 商务英语销售与市场营销
销售技巧和策略
学习销售技巧和灵活的销售策略，提高销售业绩。
VIII. 商业道德
1
理解道德问题
认识商务中的道德问题，学习如何做出道德决策。
2
商业中的道德决策
掌握在商业环境中做出道德决策的方法和原则。
IX. 面试商务英语
1 成功面试技巧
学习面试的技巧，提高在商务英语面试中的表现。
2 常见面试问题及回答
了解常见商务英语面试问题及其回答，为面试做好准备。
3 肢体语言
商务英语课程介绍
欢迎参加商务英语课程！通过本课程，您将学习商务英语的关键技能和知识， 帮助您成功应对国际商务场景。让我们开始探索这激动人心的旅程吧！
I. 商务英语概述
商务英语定义
了解商务英语的定义和范围，明确其在国际商务中的重要性。
商务英语的重要性
了解商务英语对于跨国企业和个人发展的关键作用。
II. 商务英语词汇
营销词汇和概念
了解市场营销的关键词汇和概念，为市场营销活动做好准备。
【商务英语】酒店英语-4_laundry delivery【声音字幕同步PPT】
I'll speak to him about it.我要和他说这件事。 Lesson Three第三课
Missing One Piece of Laundry丢失了送洗的衣 服
R:Reception.接待员:前台，你好。 G:Can you speak English?旅客:你会讲英语吗？
服。
R:May I know your room number?登记员:请 问您的房间号码是多少？
G:3406.旅客:3406。 R:When did you send it?登记员:您是什么时候
送洗的？
G:This morning.旅客:今天早晨。
R:I'll check with Housekeeping to see if your laundry has come back yet.登记员:我问一下
只送还了两件。
G:3208.旅客:3208。 R:3208.Let me check with Housekeeping.接 待员:3208。让我和客房部/洗衣房核对一下， I'll call you back shortly.一会儿再给您打电话。
G:Hello?旅客:喂，你好？
R:This is Reception.Your missing shirt will be delivered tomorrow.接待员:这是前台接待员。
不起。我立即派人到您房间去取。
If I send them now they won't be ready for tomorrow,will they?如果现在才送去洗，明天
就来不及了，对吗？ R:No,I'm afraid not.登记员:是的，恐怕来不及
商务英语初级教程1-4课件
Introduction to Business Eng lish
基础知识
学习商务英语的基础知识， 包括语法和词汇。
商务术语
掌握常见的商务术语，以便 在工作中有效沟通。
沟通技巧
学习在商务环境中进行有效 沟通的技巧和策略。
Greeting s and Introductions
商务问候
学习在商务场合中进行问候和介 绍的方式。
商务英语初级教程1-4课 件
欢迎来到商务英语初级教程1-4课件！在这个课程中，我们将介绍商务英语的 基础知识，包括问候和自我介绍、公司结构和部门、工作和责任、办公设备 和用品、电话礼仪和用语、电子邮件写作和礼仪、给予和接受指示、预约和 安排会议、旅行和交通、预订酒店和餐厅、谈判和讨价还价、演讲技巧和技 巧、商务文化和礼仪、商务函电写作技巧、全球商务和跨文化交流。
指令应该准确、简洁和易于理解。
积极反馈
2
提供及时的积极反馈，以便员工理解他
们的工作，并改进。
3
沟通技巧
了解有效沟通的技巧，以确保指令得到 正确的执行。
办公用品
掌握办公用品的常见名称和用 途，如文件夹和笔记本。
节能环保
学习如何在办公环境中实施节 能和环保措施。
Telep ho ne Etiq uette and Phrases
接听电话
学习接听电话的礼仪和常用 用语。
电Hale Waihona Puke 转接了解如何正确转接电话，并 提供准确的信息。
电话会议
掌握电话会议的礼仪和注意 事项。
会议礼仪
了解商务会议的礼仪要求和注意 事项。
名片交换
掌握正确的名片交换礼仪，以展 示专业形象。
C om pany S tructure and D epartm ents
商务英语-酒店服务 ppt课件
5
Provide a pillow menu
4
room
service
ppt课件
2
Clean the room everday
3
Laundry service
9
3
Food and beverage service
餐饮服务
ppt课件
12
Different kinds of food
1 Chinese food 2 western food 3 The buffet
Sauna massage room and
beauty salon 桑拿室和美容沙龙
3
Cafe 咖啡厅
4
ppt课件
18
5
Opportunities and strengths
机遇和优势
ppt课件
19
Strengths
1 Provide personalized
service：
Establish scientific guesthistory, record the guest's likes and dislikes, provide
得空前的发展机遇
2 3 A growing number of travelers through the network
reservation independently. 越来越多的旅行者通过网络自主预定房间。 The hotel can get the benefit by improving the
network evaluation 酒店可以通过提高网络评价获得收益
ppt课件
21
LOGO
Thanks
ppt课件
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酒店商务英语课程
课程介绍
Useful Expressions 惯用表达语（询问，问候，回答）
Basic Dialogue 基础对话
常用问句
What’s your name? May I have your name? 您贵姓？请问您贵姓大名？
Do you want some tea? Could you like some tea? 您要喝茶吗？请问您想喝茶吗？
Over here, please. Could you come this way please? 这边请。
请您往这边走好吗？
* 不要说OK, Sure, Yeah等等，而要说Certainly, Sir.
* Hey, uh-huh, Hang on 等等，也不适合在酒店中使用。
* 别说“I don’t know.”回答“不知道”是非常不礼貌的说法。
可以说“Just a moment, please. I’ll check that for you.”（请稍候，我来帮您确认），然后请有能力处理的人前来协助。
* 对男性客人，尊称为Sir; 面对女性客人时尊称为Ms.
在招呼客人时，最好说“Excuse me, Sir(Ms.)”,不要直接称呼Mr.或Ms. 至于称呼小孩，可以直接使用Excuse me，但是不可以直接称呼boy或girl.
* 正视对方的眼睛，以显示出你的信心和诚意。
但必须注意，注视对方的眼睛，并不是无理地盯着对方看。
* 在面对语言不通的外籍人士时，一定要多加利用手势和肢体语言。
但是使用手势时要特别小心，因为对于不同国家、民族而言，手势的意义也大不相同。
（一）在正式的英语表现里，疑问基本句型可分为下列四种：
1. May I ~
2. Could you ~
3. Would you ~
4. Shall I ~?
只要理解这四种基本的句型，就可以处理大部分业务上的状况。
1.自己要做什么事时，就使用May I ~
May I have your name, please? 请问尊姓大名
May I have your check-out time, please? 请问您什么时候结账离开？
May I see your passport, please? 请让我看一下您的护照好吗？
May I know your nationality, please? 问您的国籍是什么？
2．麻烦客人时，可使用Could you ~
Could you fill out the form, please? 请您填写这张表格好吗？
Could you write that down, please? 请您写下来好吗？
Could you draft the fax, please? 请您写下传真的草稿好吗？
Could you hold the line, please? 请不要挂电话好吗？
3．询问客人的喜好或是做什么时，可使用Would you ~
Would you like tea or coffee? 请问您要喝茶还是咖啡？
Would you like to take a taxi? 请问您要搭计程车吗？
Would you mind sitting here? 请问您介意坐在这里吗
** 只要在疑问词后加“Would you ~”，就可以提出大部分的询问。
When would you like to visit Kunshan? 请问您想要何时参观昆山？
When would you like to have lunch? 请问您想在哪里用餐？
What time would you like to eat? 请问您想何时用餐？
Who would you like to contact? 请问您想和谁联络？
Which kind of room would you prefer? 请问您喜欢哪一种房间？
How would you like to settle your bill? 请问您的账单如何处理？
How long would you like to stay? 请问您要逗留多久？
How many tickets would you like to buy? 请问您要买几张票？
4．在提供建议协助、征求意见时,可使用Shall I ~或Would you like me to do ~? Shall I draw the curtains? 请问需要我把窗帘拉上吗？
Shall I draw you a map? 请问要我为您画一张地图吗？
Shall I make the reservation for you? 请问要我为您安排预约吗？
G: Excuse me, but where is the toilet? 对不起，请问卫生间在哪里？
W: Go straight, then turn left. 一直向前走，然后向左拐。
W: Good afternoon. Can I help you? 下午好！要帮忙吗？
G: Yes. Can you tell me where the Chinese Restaurant is? 是的。
请问中餐厅在哪里？W: Please take the elevator to the third floor. 请乘电梯到三楼。
G: Thank you very much. 非常感谢。
W: My pleasure. 很愿意为您效劳。