酒店客房英语培训-2
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。
管家部英语培训002
主要词汇
• • • • • • • • • • • • • • • • • Manager 经理 captain 领班 room attendant 客房服务员 room rate ： 房价 Charge：费用 switch : 开关 iron： 熨斗，熨烫 Turn-down service : 做晚床 Wardrobe : 衣柜、衣橱 Mattress : 床垫 Air-condition : 空调 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 towel rack, towel rail 毛巾架 wash basin, hand basin 面盆 hair drier 吹风机 nail scissors 指甲剪 bathroom 浴室
• • • • • • • • •
其他应用 • I’m afraid that you have to pay an indemnity. It’s a hotel policy. • 恐怕您得赔偿。这是酒店规定。 • According to our regulation, I think you should pay 220 Yuan. • 根据酒店的规定，我想您得赔偿220元。 • I’m awfully sorry to have broken your glasses while cleaning the room. • 对不起，清洁房间时我不小心把您的眼镜打破了。 • Here is the master switch, Please be sure to insert the keyboard into its slot. • 这是总开关。请记住把钥匙牌插入它的槽内 这是总开关。 •
客房培训教案
课时时间地点培训师主题内容1.For laundry service please dial 62 and you will get housekeeping.需要洗衣时，请拨“62”，就可以接客房部。
2. You can find the price from the laundry list, which is in the right drawer of the TV cabinet.在电视柜右手抽屉里的洗衣单上有价钱。
3.The laundry bag is in the right drawer of the TV cabinet.洗衣袋在您电视柜的右边抽屉里。
4.I have some laundry in my room 201. Would you please send someone to get it ?我是201房间，我有几件衣服要洗，能否派个人来取一下？5.I’m sorry, I haven’t collected your laundry. I’ll do it immediately.对不起，我还没有为您收洗衣，我马上为您收洗衣。
6.The laundry department can press clothes for you.洗衣部可以为你烫衣服。
7.Could you come to my room to pick upmy laundry?能到我房间收衣服吗？8.No problem. I’ll ask the room attendant to pick it up.没问题。
我让服务员来取。
9.I ′ll send room attendant pick up you laundry ﹖我马上叫服务员过来收洗衣10.Is this for washing, madam?夫人，这是要清洗的吗？11.Would you like express service?您是否要快洗？12.We have a special service in four-hour ,我们有四小时快洗服务13.There is an extra charge of 50 % for quick service,快洗的话，我们要收50%的费用14.What ‘s rates?怎么收费呢龙泉国际大酒店客房常用英语培训教案—2第二部分10月16日12：30—13：3018：00—19：00培训室黄元魁洗衣服务用语课时时间地点培训师主题内容15.How soon will they be done?什么时候能洗好？16.When would you like your laundry back?您需要衣服什么时间送回？17.When do you need them, madam?夫人，您什么时候要？18.Will tomorrow morning be all right?明天早上洗好行吗？19.If we receive your laundry before 10 am, it will be back before evening.如果我们在上午10点前收到衣服，傍晚前就可以送回。
酒店服务英语培训
Interactive games and group discussions
Interactive games
By designing interesting interactive games, students can be stimulated to learn and improve their English listening and speaking abilities.
Spa and fitness
Hotel employees should be able to provide information about spa and fitness facilities, services, and appointment scheduling
Customer communication skills and complaint handling
Culture awareness
Body language
Hotel employees should be aware of different cultural backgrounds and preferences, and adapt their communication style accordingly
Active listening
Hotel employees should be able to listen attentively to guest requests and concerns, and demonstrate empathy and understanding
Complaint handling
Reservation and check-in
前厅英语培训(2)
.一Bellboy 礼宾部1.Welcome to Leisure Hotel (again).欢迎光临丽逸酒店，欢迎下次光临。
2.Have a nice holiday Sir.(gentlemen)节日快乐，先生（女士）。
3.Good morning (afternoon, evening).Sir先生，早上好（下午好，晚上好）。
4. After you sir. This way please. Sir.你先走，先生。
请这边走，先生。
5. I’ll show you to the reception desk, this way please.请这边走，我带你到接待处，先生。
6.I’ll show you to your room, this wayplease.我带你到你房间，请这边走。
7.Is this all your luggage? Is this all youhave?这都是你的行李吗？这都是你的东西吗？8.May I help you with your luggage sir?先生，我可以帮你拿行李吗？9.Just a moment please, the elevator will behere soon.请稍等一下，电梯很快就到这里。
10.Just a moment, I’ll bring a luggage cart.请稍等，我拿个行李车来。
11.Please take this elevator for the WesternCoffee Hall.请乘电梯上西餐厅。
12.Please take this elevator for your room.请乘坐电梯上房间。
13.This elevator goes up to the guest rooms.这电梯通去客房。
14.Which floor please sir? Here comes the listcome in please.请问你上哪层楼，先生？电梯来了，请进。
酒店客房部-客房部英语培训资料
客房部英语培训资料※Making up the room（清洁房间）RA: Housekeeping, may I come in? 我是服务员，可以进来吗？G: Sorry, I’m busy right now. Can you come later? 抱歉，我现在正忙。
你能等会儿来吗？RA: Certainly. What time would be convenient for you? 好的，那何时方便呢？G: About 10:30 in the morning. 上午10:30 左右。
RA: I will come over after 10:30。
好的，那我10:30 后再来。
RA: Housekeeping, may I come in and make up your room now?我是服务员，可以进来清洁房间吗？G: Could you wait a few minutes please? 请等会儿好吗？RA: Certainly. Madam. When would you like me to come over? 好的夫人。
何时您方便我过来呢？G: In 15 minutes. 再过15分钟吧。
RA: I’ll be back in 15 minutes. Can I take your laundry now or later? 15分钟后我再来。
现在能收洗衣吗，或是等会儿。
G: Oh thank you. You can take it now. 哦,谢谢，现在可以收。
H: Good morning, sir/madam. This is Housekeeping. Can we make up your room for you now?先生/女士，早上好。
房务中心。
请问现在可以打扫您的房间吗？G: No, not now. Thanks. 现在不要。
谢谢。
客房部基础英语培训
客房部基础英语培训housekeeping department of vocabulary本章概述一、Room words 房间词汇二、Speeial words 客房特殊词汇1、Sleeping 睡眠空间2、Washing 梳洗空间3、Living 起居空间4、Writing 书写空间5、Storing 存储空间6、Other equipment 其它设备Part One: Sleeping 睡眠空间1)、床bed床单sheet 被子quilt被罩bed-cover 枕头pillow 内枕pillow-slip枕套pillowcase 毛毯blanket 床垫mattress床垫套Mattress pad 床头灯bed-side lamp 床头灯罩lamp shade灯泡light bulb 壁画picture 墙壁wall壁纸wallpaper 折叠床folding bed 加床rollaway bed2)、床头柜bedside table电话telephone 便签note paper 笔pen电子表clock 请匆吸烟卡please don’t smoke on the bed音响radio 夜灯night lightPart Two: Washing 梳洗空间1)、洗脸台commode镜子bathroom mirror 中巾架towel rack 洗手盆wash hand basin面盆水龙头tap 下水堵stopper 排水河drain hole化装镜vanity counter 肥皂碟soap dish 卷纸架toilet paper holder 吹风机hairdryer 垃圾筒garbage can 烟灰缸ashtray口杯drinking glasses 小巾hand towel 中巾face towel牙刷toothbrush 牙膏toothpaste 浴帽shower cap梳子comb 针线包a swing kit 洗发水shampoo润肤body lotion 肥皂soap 面巾纸tissue卷纸toilet paper 剃须刀razor2)、抽水马桶toilet bowl马桶盖toilet seat cover 马桶垫toilet seat 抽水柄flush handle排水管waste pipe 溢出overflow3)、浴缸bath tub大巾架towel rack 浴缸扶手grab bar 淋浴头shower head晾衣绳clothes line 地巾bath mat 浴袍bathrobe浴巾bath towel 浴帘shower curtain 浴帘杆shower rail4)、其它词汇other words丢失missing 染污stain 堵塞clog烧坏的burn out 不通风的stuffy 门钩door hookPart Three: Living 起居空间1)、休闲咖啡桌coffee table 圈椅chair 扶手椅armchair火柴match 落地灯floor lamp 窗户window宣传架notice 窗帘杆curtains rod 窗帘curtains2)、娱乐电视TV 遥控器remote control 机顶盒VOD电视柜TV shelf 节目单TV program list3)、小酒吧mini bar酒单minibar list 热水壶electric kettle 冷水壶Flask冰筒ice bucket 托盘tray 茶壶teapot茶叶tea 咖啡coffe 咖啡杯cup茶杯tea cup 冰箱fridge4)、酒水花生peanut 土豆片chips 可乐co-ca-co-la雪碧sprite 本地啤酒local beer 果汁juice新其士Sunkist 巧克力chocolate 本地矿泉水mineral water 进口矿泉水evianPart Four: Writing 书写空间1)、写字台writing desk梳妆镜dressing mirror 台灯lamp 节目架TV program shelf 梳妆椅dress table stool2)、文具盒stationery box信纸envelope 传真纸fax paper 笔pen抽屉drawer 服务指南Service Guide 电话本Imperial GuidePart Five : Storing 存储空间壁橱closet 衣柜wardrobe 衣架hanger备用枕头extra pillow 毛毯blanket 洗衣单laundry list洗衣袋laundry bag 鞋拨子shoehorn 衣刷子cloths brush擦鞋纸shoeshine 拖鞋slipper 保险箱safe BOX行李架luggage rackPart Six : Other Equipment 其它设备1)、门厅门door 门锁lock 门把手handle窥镜spy-hole 打扫牌make up room DND牌do not disturb 早餐牌breakfast card 开关switch 沙帘cheers窗台window sill 电源插座socket 适配器adapter花瓶vase 沙发sofa 安乐椅easy chair穿衣镜full-length mirror 紧急疏散图fire escape plan 壁角板skirting插头plug 接线板Wiring board 吸尘机vacuum cleaner 抹布dust cloth 钥匙master key 手推车trolly消毒剂disinfectant 空气清新剂air freshener 剪刀scissors熨斗iron 胶水glue water 胶条adhesive tape宽带线coder line 变压器transformer 空调air condition一、greeting 问候二、offering help 提供帮助三、promising 承诺四、apologize & Responding to apologies 道歉与回应的道歉五、sympathizing 同情六、expressing thanks & responding to thanks 表达感谢与回应,谢谢七、giving suggestions 给予建议八、saying goodbye 说再见九、responding to complaints 回应投诉十、inquiring about preference 打听偏好十一、asking for & giving directions 要求与指示十二、making a request 请求十三、good wishes 良好的祝愿语英语培训（一）一、问候：Good morning sir/Mr…... 早上好先生Good afternoon miss/madam 下午好Good evening 晚上好Good night 晚安二、情景对话：A：Housekeeping . May I come in? 服务员，我能够进来吗？B: Yes, what it is? 什么事呀？A: we ‘d like to clean the room. May we do it now:? 我们为您打扫房间，现在能够吗？B: Yes, go ahead 能够来吧！三、句型May I make up your room? 我能够打扫您的房间了吗？May we clean your room now . Sir? 我能够打扫您的房间了吗？Could you come back later? 你能一会儿来吗？May I help you / what can I do for you ? 我能帮您做点什么吗？四、词汇morning 早上afternoon 下午evening 晚上Housekeeping 客房服务员clean the room 打扫房间come back later 一会儿来make up room 打扫房间英语培训（二）一、日常用语Excuse me. Sir/Miss/Madam 打搅您一下，先生// 小姐Thank you/thanks 谢谢You are welcome. 别客气Goodbye / See you 再见二、句型What time would it be convenient. Sir? 什么时候比较方便先生？We’ll come and clean your immediately.我们将立刻来打扫您的房间What time is it now? 现在几点了？What is your room number ? 我的房间是哪间？三、数字/时间one two three four five six seven eight nine ten eleven twelve thirteen fourteen fifteen sixteen seventeen eighteen nineteen twenty-one thirty fifty sixty seventy eighty ninety thousand million billionone ‘o clock two ‘o clock two thirty a quarter to/past three四、词汇Just a moment 稍等convenient 方便immediately立刻英语培训（三）一、日常用语I’m sorry to disturb you sir.打搅了先生Have a nice day . 祝您今天过的愉快Have a good rest 祝您过的愉快Sure Certainly 当然能够二、句型I’ll be there in a few minutes 我马上就去Could I have some more towels\tea\coffee 请给我那一些毛巾\茶叶\咖啡I’ll get there right away \I ‘ll bring it right away 我马上去拿\ 我马上给您拿来I’m sorry to have kept you waiting 对不起让您久等了三、词汇disturb打搅rest休息minutes分钟towel毛巾wait 等侯tissues面巾纸quilt被子ashtray烟灰缸ice冰块hot water热水英语培训（四）一、日常用语Have a pleasant evening 祝您度过愉快的夜晚Is there anything else I can do for you 还需要我做什么二、句型Do you have laundry? 你有洗衣吗？May I replenish you mini bar? 我能给您补充酒水吗？When will they be ready ? 什么时间能洗好？We’ll deliver them tomorrow evening around six 。
客房部基础英语培训
客房部基础英语培训1. 培训目的客房部是酒店运营中非常重要的一个部门，直接关系到酒店服务质量和顾客满意度。
为了提升客房部员工的英语能力，提高沟通能力和服务质量，我们开展了客房部基础英语培训。
本次培训旨在帮助客房部员工掌握常用的英语词汇和表达方式，提高英语听、说、读、写能力。
2. 培训内容2.1 英语基础知识 - 英语字母表及发音 - 常用的英语单词及短语 - 日常交流用语2.2 客房部工作常用英语 - 客房清洁与整理用语 - 客人接待与询问用语 - 房型介绍与预订用语2.3 英语听力与口语训练 - 听取客人需求和投诉，并做出回应 - 向客人提供信息和服务2.4 阅读与写作练习 - 酒店相关文档的阅读理解 - 表格填写和写作练习3. 培训方法3.1 教师授课我们将请专业的英语教师进行授课，通过讲解、示范、练习等方式，帮助员工学习和掌握相关的英语知识和技巧。
3.2 视听教学我们将准备相关的视听材料，包括英语培训视频、听力材料等，帮助员工进行听力和口语的训练，提高英语的实际应用能力。
3.3 互动讨论我们将组织互动讨论环节，让员工在实际中应用所学英语知识，提高他们的沟通和表达能力。
4. 培训时间与地点本次客房部基础英语培训将于8月10日开始，为期5天。
培训地点为酒店的会议室。
5. 培训成果评估培训结束后，我们将进行培训成果评估，评估内容包括听力、口语、阅读和写作能力等方面。
评估结果将作为培训效果的参考，为今后的培训提供基础。
6. 培训反馈和改进为了不断提升培训质量，我们将收集员工的培训反馈意见，并根据反馈意见进行培训改进。
同时，我们鼓励员工在培训过程中积极提问和互动，以促进学习效果。
结束语客房部基础英语培训是为了提高客房部员工的英语水平和服务质量，进一步提升酒店的竞争力和顾客满意度。
我们希望通过这次培训，使员工们能够熟练掌握常用的英语表达方式，提高与客人的交流能力，为客人提供更好的服务和体验。
同时，我们也期待培训后员工能够对培训进行反思，不断提升自己的英语能力，为酒店的发展做出更大的贡献。
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majong 麻将
Apologize to the guests I’m awfully sorry for that, sir. I’ll see to it right away.
• 先生，我对此非常抱歉，我马上处理 此事。
I do apologize for all the trouble.
• 没问题，先生，我们会解决的。
Key words trouble Sorry for the trouble. carelessness Pardon my carelessness.
manage / manager We’ll manage it. / I can manage it. I will talk to the manager. I’m the manager here, can I help you?
• 对于一切不便，我真的很抱歉。
• Mr. Smith, we are sorry to have kept you waiting.
• 史密斯先生，我们很抱歉让您久等了。
• I’m awfully sorry for my carelessness.
• 对于我的粗心大意我非常抱歉。
• No problem, sir. We’ll manage it.
Good evening! Short review
Everyday English 1. It doesn’t work. 这个坏了。 这个坏了。 2. We will fix it. 我们会修好的。 我们会修好的。 3. I will change it for you. 我帮你换一下。 我帮你换一下。
To be a good waitress!!!
Comfort guests
Don’t worry. We’ll take care of it. We’ll see to it. Let me check for you. Let me have a look. Please calm down. Tell me what happened.
What kind of request is against your regulation?
1.Accept tips? 2.Smoking in the room? 3.2 people in a single room? or 3 people in a double room? 4.Gambling in the room?
5. Care –
Anything else I can do for you?
6. Wish –
Have a nice day. / Have a good night.
Practice
1. Which room, please? 2. What’s your room number, please? 3. We will be there in 5 mins. 4. Problem solved!
How to reply…
-- The temperature is too low/high. -- I will turn down/ up the temperature for you. --It’s too cold for me. --I will set at 27 (degree), ok?
Tell me what you see
happy unhappy
If you did something wrong…
apologize [ə’pɔlədʒaiz] v. 道歉 ɔ
I’m sy! I apologize. / I do apologize.
To persuade the guest
1. Apologize–
Sorry for the trouble.
2. Explain –
It’s against our regulations/ rules.
4. Comfort –
We’ll take care of it immediately.