酒店英语培训手册
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。
四季酒店集团培训手册(英文版本)
Standards TrainingForF LOOR SUPERVISORT ABLE OF C ONTENTSF LOOR SUPERVISOR/H OUSEKEEPINGT OPIC P AGE # TRAINING CHECKLIST 1 SECTION 1 - CORE STANDARDSCore Standards Defined 7 Golden Rule 8 Service Culture Standards 8 Four Seasons Core Standards for Guest Room Initial Service 9 Four Seasons Core Standards for Guest Room daily Service 11 Four Seasons Core standards for Guest Room Evening Service 13 Four Seasons Core standards for Housekeeping/Maintenance Request 15 Four Seasons Core Standards for Problem Resolution 16 SECTION 2 - SEQUENCE OF SERVICESequence of Service Defined 19 Sequence for Inspecting a Check-Out/ Vacant Room 20 SECTION 3 - HOW TO’SHow To‟s Defined23 Do‟s & Don‟ts24 How To‟s for Inspecting a Check Out/Vacant Room 25 Additional How To‟s32 SECTION 4 – TRAINING RESOURCESInsert all items that would be an appendices and include:1.Hotel Floor Diagrams2.Pictures of amenity placement3.Housekeeping report4.Safety checklist for Housekeeping5.MSDS Compliance6.Bloodborne Pathogensputer application training8.Hotel Facts9.Standards TestT RAINING C HECKLISTFLOOR SUPERVISORName:Hire Date:Completion Date:Trainer:A trainer or manager will teach you the tasks and responsibilities of your position. As you learn each of the items below, place your initials and date. This is an indication that you have been shown how to perform the task and have had the opportunity to demonstrate your abilities. If at any time you are uncertain or are uncomfortable on how to perform any of the tasks, it is your responsibility to inform your trainer. It is our commitment to provide you with the necessary tools and skills for you to be successful in your new position.Trainer Comments:Trainee Comments:I agree that I have been taught all of the items listed on the Training Checklist and will to the best of my ability perform each task according to Four Seasons policies and procedures.Trainee Signature DateTrainer Signature DateManager Signature DateS ECTION 1C ORE S TANDARDSC ORE S TANDARDSD EFINEDOur working definition of Core Standards of Guest Service is the minimum level of service that every guest will receive from the moment a guest interacts or makes a request with an employee, until the interaction or request is completed. All guests will receive these service Core Standards, regardless of:▪what the guest requests▪the time of day▪any staffing, personnel or personal problems.1. UNDERSTAND that:a) If you are not directly serving a guest, then you are assisting the person who isserving the guest.b) Core Standards of Guest Service are non-negotiable.c) The only person who can change our Core Standards of Guest Service is the guest- not the manager, or any employee.d) The Core Standards of Guest Service are based on the concept and the goals of theDepartment, the Hotel and the Company.e) Implementation of these Core Standards of Guest Service is necessary for oursuccess and must be achieved 1OO% of the time, for 1OO% of our guests.2. REMEMBER that:a) Core Standards of Guest Service are written to ensure that we consistently meet theguest‟s needs, and not the employee‟s needs.c) If you have a better way to meet our guests‟ needs, you can change a Core Standardof Guest Service by presenting your idea to your manager. If the change is approved,all employees will be informed of the change.When each employee consistently works by the Golden Rule, a foundation is set to successfullyaccomplish all Service Culture and Core Standards.G OLDEN R ULEIn all our interactions with our guests, customers, business associates and colleagues, we seek todeal with others as we would have them deal with us.S ERVICE C ULTURE S TANDARDSAll Staff should follow our S.E.R.V.I.C.E. Cultural StandardsS MILEEmployees will actively greet guests, SMILE, and speak clearly in a friendly manner.E YEEmployees will make EYE contact, even in passing, with an acknowledgement.R ECOGNITIONAll staff will create a sense of RECOGNITION by using the guest's name, when known, in a natural and discreet manner.V OICEStaff will speak to guests in an attentive, natural and courteous manner, avoiding pretension and in a clear VOICE.I NFORMEDAll guest contact staff will be well INFORMED about their hotel, their product, will take ownership of simple requests, and not refer guests elsewhere.C LEANStaff will always appear CLEAN, crisp, well groomed and well fitted.E VERYONEEVERYONE, everywhere, all the time show their care to our guests.F OUR S EASONS C ORE S TANDARDSFOR GUEST ROOM I NITIAL CONDITIONMission: To create a sense of welcome, comfort and outstanding hygiene1. The guest room door will be free of scuffs, marks and nicks2. Door locks will function smoothly, and will be in excellent condition3. Carpeting/flooring throughout the room will be in very good condition, free of visible wearand loose seams and threads; and will be completely free of debris and stain4. Walls, woodwork and ceilings will be in very good condition, free of nicks, marks and soil5. Furniture will be in very good condition, free of visible wear, and will be completely free ofdebris and stain6. Windows and glass doors will be completely clean inside, including sills and frames7. Windows and glass doors will operate smoothly and easily, and lock securely8. All surfaces, fixtures and equipment throughout the room will be free of any debris, film,buildup, or dust9. All shelves and drawers throughout the room will be completely free of dust and debris10. Beds will present a plush and comfortable appearance, with extra pillows (4 on king bed, 2on double beds)11. All bedding materials will be in excellent condition, free of wear and any debris, hair or stainwhatsoever12. Entire room is fresh and odor-free and gives an impression of good ventilation13. Temperature controls are simple to use and have quick effectiveness in changing roomtemperature14. Room collateral will include Four Seasons directory, Guest Services directory, gueststationery, jogging map, guest questionnaire and room service menu, all in excellentcondition15. Instructions for telephone, voice mail, and frequently used hotel extensions will be provided16. Periodicals will include at least Four Seasons (Regent) magazine and a popular localmagazine, all current issues and in excellent condition17. Televisions and radios will be in good, clean condition, function conveniently (includingremotes), and TV channel directory will be prominently available18. Lighting will provide superior reading illumination at the bed, desk, and chairs/sofas19. Mirrors throughout the room will be spotlessly clean, and in excellent repair20. Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration21. Towels and robes will be in excellent condition, fluffy and absorbent and color-consistent22. Drains will function smoothly and drain quickly23. Taps will function smoothly and provide for firm water pressure in all fixtures24. Grout and caulk will be in excellent repair, and will not show any discoloration25. Lighted shaving mirrors will be installed in each bathroom, and general bathroomillumination will be superior for make-up purposes26. The bathroom amenities will be invitingly and conveniently displayed27. A night light or under-counter vanity light will be provided in all bathrooms. All rooms willhave a CD player, with additional CDs available through the Concierge28.All guest rooms to have high speed internet access with appropriate connection cable.Why:F OUR SEASONS CORE STANDARDSFOR GUEST ROOM DAILY SERVICEMission: To maintain a sense of welcome, comfort and outstanding hygiene. When meeting guests, to provide a sense of respect and discretion.1. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendlymanner2. All guest contact staff will be able to answer basic questions about the property, will takeownership of simple requests, and not simply refer guests elsewhere3. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment4. Staff will create a sense of recogniti on by using the guest‟s name, when known, in a naturaland discreet manner5. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension6. Staff will always appear clean, crisp, polished, and well fitted7. In the case of Do Not Disturb sign, guests will not be contacted until after 2pm, at whichtime, a phone call will be placed to the room by a supervisor to determine the guest‟s needs;if the phone is not answered, the room will be serviced.8. The room‟s furnishings will be returned to their original position. Hotel sponsoredcollateral, if moved by the guest, will be neatly arranged where the guest has placed it.9. Guest clothing which is on the bed or floor will be neatly folded and placed on the bed orchair - guest clothing left on other furniture will be neatly folded and left in place; shoes will be paired10. Newspapers and periodicals will be neatly stacked and left on a table, shelf, or rack in plainview; guest‟s personal papers will not be disturbed in any way11. Carpeting/flooring throughout the room will be in very good condition, free of visible wearand loose seams and threads; and will be completely free of debris and stain12. All surfaces, fixtures and equipment throughout the room will be free of any debris, film,buildup, or dust; ashtrays emptied13. All bedding materials will be in excellent condition, free of wear and any debris, hair or stainwhatsoever, with fresh sheeting daily14. Towels and robes will be in excellent condition, fluffy and absorbent and color-consistent15. Guest toiletries will be neatly arranged on a clean, flat cloth if left on vanity. Cloths are notrequired for shelves16. Mirrors throughout the room will be spotlessly clean, and in excellent repair17. Bathroom fixtures will be spotlessly clean, free of hair, damage and discolorationWhyStandard 7:Recognizes a guest‟s right to privacy, and addresses the problem of guests inadvertently using their DND while facilitating an opportunity for service.Standards 8 & 17: Allow us to return the room to impeccable condition with each re-make without inappropriately disturbing personal effects and respecting the guests desire to have certain items in a specific location.Room attendants should proactively report maintenance issues in the guest rooms to ensure they are always in the best possible condition.FOUR SEASONS CORE STANDARDSGUEST ROOM EVENING SERVICEMission: To maintain a sense of welcome, comfort and outstanding hygiene. When meeting guests, to provide a sense of respect and discretion.1. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendlymanner2. All guest contact staff will be able to answer basic questions about the property, will takeownership of simple requests, and not simply refer guests elsewhere3. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment4. Staff will create a sense of recognition by using the guest‟s name, when known, in a naturaland discreet manner5. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension6. Staff will always appear clean, crisp, polished, and well fitted7. In the case of Do Not Disturb sign, a card will be left inviting guests to call for service8. The rooms furnishings will be returned to their original position. Hotel sponsored collateral,if moved by the guest, will be neatly arranged where the guest placed it.9. Guest clothing which is on the bed or floor will be neatly folded and placed on the bed orchair - guest clothing left on other furniture will be neatly folded and left in place; shoes will be paired10. Newspapers and periodicals will be neatly stacked and left on a table or table shelf in plainview; guest personal papers will not be disturbed in any way11. Bedspreads, when removed, are placed in a cloth bag on the floor, or placed on a shelf orcabinet12. Sheer and black-out drapes (or shutters) will be closed (in bedroom only - not in sitting room,if separate)13. Clock angled to face the bed; TV remote and TV directory placed bedside14. Turndown tray will be left on bed, to include breakfast menu, laundry bag and form,shoeshine bag, and newspaper card15. Guest toiletries will be neatly arranged on a clean, flat cloth if left on vanity. Cloths are notrequired on shelves16. Mirrors throughout the room will be spotlessly clean, and in excellent repair17. Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration18. Turndown service will be available to begin within ten minutes after guest specifically callsfor serviceWhyStandard 7: Recognizes a guest‟s right to privacy (and addresses the problem of guests inadvertently using their DND) while facilitating an opportunity for service.Standards 8-18: Allow us to return the room to impeccable condition with each turndown without inappropriately disturbing personal effects and respecting the guests desire to have certain items in a specific location.Standard 13: Places items in a convenient location for the guestRoom attendants should proactively report maintenance issues in the guest rooms to ensure they are always in the best possible conditionH OUSEKEEPING &M AINTENANCE R EQUESTMission: To provide responsive and immediate service1. Phone service will be highly efficient, including; answered before the fourth ring; no holdlonger than 15 seconds; or, in the case of longer holds, call-backs offered, then provided in less than three minutes2. Staff on telephone will sound calm and organized, giving the guest an unhurried impression3. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendlymanner4. All guest contact staff will be able to answer basic questions about the property, will takeownership of simple requests, and not simply refer guests elsewhere5. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment6. Staff will create a sense of recognition by using the guest‟s name, when know n, in a naturaland discreet manner7. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension8. Staff will always appear clean, crisp, polished, and well fitted9. Routine article delivery will occur within ten minutes from call (15 minutes in resorts)10. Items will be conveniently presented and set up - any item requiring plug-in will be set up(or offered)11. All items will be presented attractively and thoughtfully, not simply handed loosely toguests12. If maintenance is requested, staff will verbally apologize for the inconvenience, inquire bouta convenient time to make the repair, and complete the repair in a timely manner.13. A specially printed note card will be placed in the room advising that the repair has occurred,if the guest was not presentWhyStandard 10: Ensures that items such as ironing boards, fax machines, etc., are fully set up by the staff and prepared for guest useStandard 11: Ensures a quality presentation for delivering small items (such as a tray, basket, etc.) Standard 13: Should include the name of the engineer, a brief handwritten explanation of the specific repair, a Thank You, and a contact number in case further assistance, is required.PROBLEM RESOLUTIONMission: To make guests feel that their satisfaction is the most important mission of all Four Seasons employees, including the General Manager1. Phone service will be highly efficient, including; answered before the fourth ring; no holdlonger than 15 seconds; or, in the case of longer holds, call-backs offered, then provided in less than three minutes2. Staff on telephone will sound calm and organized, giving the guest an unhurried impression3. During hectic or busy periods in the lobby, when more than four guests are waiting at theconcierge or reception, a supervisor or facilitator will be on duty to greet guests and offer expedited service4. In the event of a specific complaint, the employee receiving it will listen carefully,sympathetically, apologize and advise the guest what actions will be taken, and when5. If a problem involves a response by others employees, all details will be carefully relayed,so that it is never necessary for the guest to repeat himself6. Managers are involved in each complaint to ensure satisfaction and completion.7. If a room is not ready for an arriving guest, they will be advised accurately of the estimatedtime8. In room-not-ready situations, guests may be offered a pager or local-only cell phone toadvise them when it becomes ready, and the luggage will be waiting for them in the room 9. If a room is not ready for a guest arriving BEFORE the published check-in time, they willbe escorted to a comfortable lounge or restaurant and offered changing facilities and luggage storage.10. If a room is not ready for a guest arriving AFTER the published check-in time, they will beoffered the option to take advantage of luggage storage, changing facilities and or comfortable lounge/restaurant seating. Escort is provided to the preferred facility. A specific time regarding room availability is communicated. At a minimum, a complimentary beverage is offered. The escorting staff will communicate directly with the server.11. If guests experience food quality problem, the offending dish will be immediatelysubstituted, and there will be no cost for the item12. All guests who have experienced any kind of serious problem will receive a note of apologyand/or a telephone call from the highest level manager available, with specific reference to the situation13. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendlymanner14. Staff will create a sense of recognition by using the guest‟s name, when known, in a naturaland discreet manner15. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension16. Staff will always appear clean, crisp, polished, and well fittedWhy:Standard 4: Staff should always establish a climate in which a guest can feel comfortable enough to complain or give feedback while giving the impression they care about resolving the problem.All managers and employees should be aware of the 6 Step Complaint Handling Process to facilitate satisfactory resolution:1. Listen Actively2. Empathize3. Ask Questions4. Offer Solutions5. Follow-up with fellow employees and the guest6. Tell a Manager up the lineStandards 5, 6 and 12: Emphasize that staff take ownership of a problem, communicate clearly to other employees to avoid repeating the same situation or worse, and to eliminate the possibility the guest will be further inconvenienced by reliving the problem and retelling the story to every employee they meet. Involving a manager reassures the guest the hotel takes their issue very seriously and creates an opportunity for swift resolutionStaff should always establish a climate in which a guest can feel comfortable enough to complain or give feedback while giving the impression that they care about resolving the problem.Standard 5 emphasizes that staff take ownership of a problem, and communicate clear to others to avoid a repeat of the same situation or worse.Standards 7-10: In room-not-ready situations receptionists must still immediately set the guest at ease and convey the sense "we are happy to see you and we have been expecting you". Consistent with our normal check-in process, the guests must be confident their personal wishes and needs have been anticipated and will be met to the extent possible. In the interim, the steps provided ensure their wait will be as comfortable as possible.Standard 11: Ensures a guest will never be challenged on subjective taste even if the dish may appear to be fine.S ECTION 2S EQUENCE OF S ERVICEFloor Supervisor/HousekeepingSection 2 – Sequence of ServiceS EQUENCE OF S ERVICE D EFINEDOur working definition of Sequence of Service/Task is the specific order that service will be given to every guest, or tasks will be completed. Each sequence is created to consistently meet the Core Standards and to ensure efficient and effective service or completion of tasks. All guests will receive the Sequence of Service/Tasks, regardless of:▪what the guest requests▪the time of day▪any staffing, personnel or personal problems.1. UNDERSTAND that:a) If you are not directly serving a guest, then you are assisting the person who isserving the guest.b) The Sequence of Service is non-negotiable.c) The only person who can change the Sequence of Service is the guest - not themanager, or any employee.d) The Sequence of Service is based on the concept and the goals of the Department,the Hotel and the Company.e) Implementation of Sequence of Service is necessary for our success, and must beachieved 1OO% of the time, for 1OO% of our guests.2. REMEMBER that:a) A Sequence of Service is written t o ensure that we consistently meet the guest‟sneeds, and not the employee‟s needs.b) If you have a better way to meet our guests‟ needs, you can change a Sequence ofService by presenting your idea to your manager. If the change is approved, allemployees will be informed of the change.S EQUENCE OF S ERVICEF OR INSPECTING A CHECK-OUT/VACANT ROOMS ECTION 3 H OW T O’ST HE H OW T O’S D EFINEDOur working definition of How To’s of Guest Service is the specific method for completing every task in each department. All guests will receive this level of job performance, regardless of: ▪what the guest requests▪the time of day▪any staffing, personnel or personal problems.1. UNDERSTAND that:a) If you are not directly serving a guest, then you are assisting the person who isserving the guest.b) The How To’s of Guest Service are non-negotiable.c) The only person who can change the How To’s of Guest Service is the guest - notthe manager, or any employee.d) The How To’s of Guest Service are based on the concept and the goals of theDepartment, the Hotel and the Company.e) Implementation of How To’s of Guest Service is necessary for our success and mustbe achieved 1OO% of the time, for 1OO% of our guests.2. REMEMBER that:a) A How To’s of Guest Service is written to ensure that we consistently meet theguest‟s needs, and not the employee‟s needs.b) If you have a better way to meet our guests‟ needs, you can change a How To’s ofGuest Service by presenting your idea to your manager. If the change is approved,all employees will be informed of the change.HOUSEKEEPINGDo’s & Don’ts[Change these based on department. Reinforce first impression and Service Culture Standards] Do’s1.Smile at the guest – it makes a lasting impression.e the guest‟s name – this gives a sense of belonging and recognition.3.Give your undivided attention to each guest.4.Have a positive attitude – even in difficult situations.5.Work efficiently and professionally.6.Anticipate guest‟s needs.e proper verbiage and descriptive words.municate with team members when you need assistance.9.Take ownership of guest requests and complaints.10.Always be neatly presented and comply with grooming guidelines.Don’ts1.Say “NO.”2.Ignore guests when you are on the telephone – acknowledge them with a smile and eyecontact.3.Argue with a guest.4.Be pretentious when talking to a guest – be natural but courteous.5.Congregate in groups talking.6.Move slowly – it looks terrible.7.Ever say “that‟s not my job” – give the guest the impression that you care and will assistthem.e to work with a poor attitude – guests will notice it and your co-workers hate it.9.Ignore instructions from your supervisors/managers.H OW TO’SNote:∙All of the items that are bolded under a TASK are Core Standards.∙All the phrases that are in italics are recommended phrases to use.INSPECTING A CHECK-OUT/VACANT ROOMTASK 1.ENTER THE GUEST ROOMa)When entering a room, follow the steps below:∙Knock on the door or ring doorbell∙Wait six seconds for response∙Knock or ring doorbell again∙If no response, insert key∙Open door six inches/six centimeters∙Place head inside the door.∙Announce yourself, “Housekeeping, Good morning”∙If no response, open door and enter room, place door sign on front door. Close door behind you.∙If guest responds, enquire of another service time.∙Place the “We Are Servicing Your Room” sign on door knob.∙Enter room∙If guest is present once you enter the room, apologize for disturbance and offer enquire of another service timeb)Please Note: If DND sign is displayed or DOUBLE LOCK (two red lights flashing) do notaccess the roomc)Door locks will function smoothly, and will be in excellent condition.d)Staff will actively greet guests, smile, make eye contact and speak in clearly, in afriendly manner.e)Staff will always appear clean, crisp, polished and well fitted.f)Staff will speak to guests in attentive, natural and courteous manner, avoidingpretensiong)In the case of Do Not Disturb sign, guests will not be contacted until after 2pm, atwhich time a phon e call will be placed to the room by a supervisor to determine guest’s needs; if the phone is not answered, the room will be serviced.TASK 2.START FROM ENTRANCE - MOVE AROUND THE ROOMa)Inspect the door∙Frame, threshold, peephole, hinges∙Fresh DND sign on doorknob∙Lights – Ceiling light and mini-bar activated by switch∙Safety directions with frame free of dust∙Door bolt clear of scuff marks (interior & exterior)∙Dead bolt is working properlyb)The guest room door will be free of scuffs, marks and nicksc)Door locks will function smoothly, and will be in excellent condition.d)Walls, woodwork and ceilings will be in very good condition, free of nicks, marks andsoil.e)Test air conditioning on high and check if the fan does not make any excessive noise Thethermostat on the air conditioner should be set correctlyf). Temperature controls are simple to use and have quick effectiveness in changingroom temperatureg)Check for room smells of odors, including cigarettes or cigars, spray with air freshener orcall Housekeeping for the ozone machine. Open windows to air, if applicableh)Entire room is fresh and odor-free and gives an impression of good ventilationTASK 3.INSPECT ROOM FOR MAINTENANCEa)Check the following items before inspecting the room:∙Turn on all lights, check for blown bulbs etc.∙Turn on television and radio to see if clear picture and sound.∙Check all telephone lines in rooms that they are in working condition.∙Turn on air-conditioning and check all speeds – (check temperature).The thermostat on the air conditioner should be set correctly∙Open all curtains and check for tears, rips or stains.∙Check appearance of bathroom - check for mould∙Check shower nozzle∙Flush toilet - check∙Open wardrobe doors – check∙Check that safe is open.。
五星级酒店常用英语内部培训资料
英语培训一、基本礼貌接待英语1、称呼语：先生sir 夫人（女士）madam / ma’am 小姐miss女士们先生们Ladies and gentlemen2、欢迎光临我们酒店！Welcome to our hotel.3、祝您在我们酒店过得愉快。
Please enjoy your stay in our hotel.Have a nice stay. / Enjoy your stay with us.4、愿您如同在家一样舒适。
Wish you feel at home.5、早上好/下午好/晚上好。
Good morning. / Good afternoon. / Good evening.6、很高兴（再次）见到您。
Glad to meet you (again). / Nice to see you (again).It’s good to see you (again)7、您来这儿我们很高兴。
Glad to have you here.8、祝您玩得愉快。
Please have a good time. / Please enjoy yourself.9、祝您生日快乐。
Happy birthday to you!10、圣诞节快乐！Merry Christmas!11、新年快乐！Happy New Year!12、新春快乐！Happy Spring Festival!13、祝贺！Congratulations!14、致以良好的祝愿！Best wishes / regards to you.15、请这边走。
This way, please.16、您先请。
After you, please. / Please you first.17、请便。
/用吧。
Go a head, please.18、请跟我来。
Follow me, please. / Come with me, please.19、您慢走。
酒店初级英文教材
酒店基础英文培训教材Basic EnglishPart One: Basic Hotel Service English Addressing:（称谓）1 Mr. / Mrs. /Ms. / Miss Gen tleme n, ladies,某某先生/夫人，夫人或小姐，小姐先生们，夫人们Greeting:（问好）2. Good morning/afternoon /eve ning, sir/madam早上好/下午好/晚上好，先生/小姐3. How are you today, sir? （Fine, tha nk you, and you?）你好吗，先生？好，谢谢你，你呢？Welcoming:（欢迎）6. Welcome to the Zhon ggeche ng Hotel/ our restaura nt.欢迎到中阁城大酒店/我们餐厅/8. We re glad to see you again.我们很高兴又看到您Asking/inquiring:（询问/征询）9. May I have your （first）name/ room number, please? 我可以知道您的名字/房号吗？10. Your ini tials, please?请您告诉我你姓名的首写字母，好吗？12. May I take your order now?现在可以点菜了吗？14. May I have your sig nature, sir? Here please.我可以有您的签名吗，先生？这儿请。
/15. May I know who I m talking with?我可以知道打电话来的是谁吗？16. May I ask who is next?我可以问谁是下一个吗？17. May I be of service, madam?我可以为您效劳吗，小姐？18. May I recomme nd our _ , sir?我可以推荐我们的……吗，先生？19. May I help you with ___ , madam?我可以帮助您做……吗，小姐？20. Would you like me to book a ____ or you?您想要我为您订一个……吗？21. Would you like to sit by the wi ndow?你想坐在窗边吗？22. Would you like to have a cup of tea?您想要喝一杯茶吗？23. Is there anything else I can do for you, madam?还有别的什么事情要我为您的，夫人？Expressing good wishes：祝愿/ 祝福）25. Have a pleasa nt stay at the Zhon ggeche ng, sir.祝愿您在中阁城过得愉快。
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？
酒店英语培训资料
酒店英语培训资料酒店英语培训资料——酒店基础礼貌英语酒店英语培训资料(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。
—“很高兴再次见到您(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)?”—“我很好，谢谢，你呢,”“I’mfine,thankyou,andyou?”—“很好，谢谢您,”“I’mverywell,/I’mfine,too.Thankyou.”酒店英语培训资料:※UsefulWordsandExpressions: 1)Sir2)Madam3)Miss4)Ms5)meet6)Goodmorning/afte rnoon/evening! 7)Glad/Niceto…8)Howdoyoudo?/Howareyou?酒店英语培训资料(二)2、主动向客人提供帮助:—“我可以帮您吗,”“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、记住一些能讨人喜欢的言词:—“谢谢。
”“Thankyou.”—“别客气。
”“Youarewelcome.”—“对不起。
”“I’msorry.”—“没关系。
酒店英语手册完整版
奇墅仙境中坤国际大酒店礼貌服务英语全员培训教案（公共部分）PART I Elementary English for Hotel Staff一、Courtesy Service English 礼仪英语◆欢迎和问候语Greetings◆Good morning (Good afternoon, Good evening),早上好（下午好、晚上好）◆sir (madam).先生（夫人）。
1.How do you do? 您好！（初次见面）How do you do? 您好！Glad to meet you. 很高兴见到您。
2.How are you? 您好吗？Fine, thanks. And you? 好的，谢谢，您呢？3.Welcome to our hotel (restaurant). 欢迎到我们酒店（餐厅）来。
4.Wish you a most pleasant stay in our hotel.愿您在我们酒店过得愉快.(客人刚入店时)5.I hope you will enjoy your stay with us. 希望您在我们酒店过得愉快。
（客人在酒店逗留期间）6.Have a good time! 祝您过得愉快！公共用语：Welcome to our hotel 欢迎光临我们酒店thank you 谢谢Y ou're welcome 不客气I am sorry 对不起Never mind 没关系excuse me 请原谅/打扰了I'm sorry for disturb you ,对不起，打扰您了this way ,please这边请Take care 请慢走please wait a moment请稍等See you later 回头见it's my duty 是我应该做的Don't worry 别着急please follow me 请跟我来Please after you 您先请here you are 给您Turn left(right),please,请左/右拐go straight ,please ,请直走Please repeat 请在说一遍can you speak slowly?请讲慢点◆电话用语Terms of Telephone7.Good morning, Front Desk. Can I help you? 早上好，前厅。
酒店基础英语培训
目录
PART 01 GREETING 问候与欢迎 PART 02 THANKS 感谢与回答 PART 03 DIRECTION 指路与带领
PART 04 APOLOGIES 致歉与答复 PART 05 CHECK IN 入住
01
问候与欢迎
DIANJITIANJIZHUAYOWENZINER
CHECK IN 入住
入住
1. 多久……How long… 2. 多少……How many… 3. 待／留／保持Stay 4. 计划plan 5. 期望／想做……Expect 6. 等待Wait Wait a moment/second/minute. 稍等一 下
CHECK IN 入住
情景4: 询问是否有预订……
CHECK IN 入住
入住
情景6: 询问房价…… 客人：What’s the room rate today? 今天房价多少？ 回答：The price of a single room is 170 RMB per day./The single room rate is 170RMB per day.单间的房费是每天170 元。 客人：OK, I’ll take it for two nights. 一 个单人间，住两晚。 回答：Sure, no problem. Thank you very much, sir. 没问题，先生。非常感 谢。
们饭店下榻
THANKS 感谢与回答
感谢的应答：
You are welcome./Welcome! 不用谢。 My pleasure./With pleasure. 乐意效劳。
Don’t mention it. 何足挂齿。 It’s very kind of you./You are so kind.
英语培训手册(72p)汇编
某星级酒店英语培训手册English Training Manual目录CONTENTSForeword 1 前言Part One 3 第一部分Courtesy English 基本礼貌用语Part Two 22第二部分Front Office Service 前厅服务Part Three 35 第三部分Housekeeping Service 客房服务Part Four 52 第四部分Food and Beverage Service 餐饮服务Part Five 71 第五部分Recreation Service 康乐服务前言Foreword步入全球知识经济时代后，中国饭店业与国际接轨日趋紧密。
英语作为一种国际语言，是酒店员工与外宾交流的主要语言工具，已成为酒店员工需要掌握的一项基本技能。
为进一步提高员工的英语水平，酒店人力资源部特编写了这本英语培训手册，以方便员工随时学习。
学以致用，是我们学习的最终目标。
愿您不断在工作中找到学习的动力，在交流中获得分享知识的乐趣。
人力资源部AS the world has already stepped into the era of knowledge economy, China’s hotel industry is closely related to the international market. English, a word language, functions asa main tool or a basic ability for hotel staff to communicatewith foreign guests. This English Training Manual is compiled by the Human Resources Department for the staffs study and improvement.Put what we learn into practice. Wish you would obtain motivation of the study from your working, and benefit from the learning.Human Resources Department基本礼貌英语Courtesy English一、欢迎问候语Welcome and Greeting1、Good morning (afternoon, evening),sir (madam).早上（下午，晚上）好，先生（夫人）。
酒店英语培训手册
酒店英语培训手册English Training Manual目录CONTENTSForeword 1 前言Part One 第一部分Courtesy English 基本礼貌用语Part Two 18 第二部分Front Office Service 前厅服务Part Three 29 第三部分Housekeeping Service 客房服务Part Four 44 第四部分Food and Beverage Service 餐饮服务前言ForewordAS the world has already stepped into the era of knowledge economy, China’s hotel industry is closely related to the international market. English, a word language, functions as a maintool or a basic ability for hotel staff to communicate with foreignguests. This English Training Manual is compiled by the HumanResources Department for the staffs study and improvement.Put what we learn into practice. Wish you would obtain motivation of the study from your working, and benefit from thelearning.Human Resources Department基本礼貌英语Courtesy English一、欢迎问候语Welcome and Greeting1、Good morning (afternoon, evening),sir (madam).早上（下午，晚上）好，先生（夫人）。
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酒店英语培训手册English Training Manual目录CONTENTS前言Part One 第一部分Courtesy English 基本礼貌用语Part Two第二部分Front Office Service 前厅服务Part Three 第三部分Housekeeping Service 客房服务Part Four 第四部分Food and Beverage Service 餐饮服务Part Five 第五部分Recreation Service 康乐服务前言Foreword步入全球知识经济时代后，中国饭店业与国际接轨日趋紧密。
英语作为一种国际语言，是酒店员工与外宾交流的主要语言工具，已成为酒店员工需要掌握的一项基本技能。
为进一步提高员工的英语水平，酒店人力资源部特编写了这本英语培训手册，以方便员工随时学习。
学以致用，是我们学习的最终目标。
愿您不断在工作中找到学习的动力，在交流中获得分享知识的乐趣。
人力资源部AS the world has already stepped into the era of knowledge economy, China’s hotel industry is closely related to the international market. English, a word language, functions as a main tool or a basic ability for hotel staff to communicate with foreign guests. This English Training Manual is compiled by the Human Resources Department for the staffs study and improvement.Put what we learn into practice. Wish you would obtain motivation of the study from your working, and benefit from the learning.Human Resources Department基本礼貌英语Courtesy English一、欢迎问候语Welcome and Greeting1、Good morning (afternoon, evening),sir (madam). 早上（下午，晚上）好，先生（夫人）。
Welcome to our hotel. 欢迎光临我们酒店。
Welcome to stay in hotel.欢迎住在我们酒店。
How do you do? 您好吗？How nice to see you again. 真高兴再次见到您。
I hope you’ll enjoy your staying here.我希望你们在这儿逗留愉快。
Have a nice stay with us. 希望您与我们在一起时开心愉快。
Did you have a nice trip? 旅途愉快吗？二、祝贺语CongratulationCongratulations.恭喜您。
Happy new year.新年快乐。
Happy birthday to you.生日快乐。
Merry Christmas.圣诞快乐。
Wish you every success.祝您成功。
Wish you good luck.祝您好运。
Have a good journey.祝您旅途愉快。
Have a nice weekend.祝您周末愉快。
三、告别语FarewellGoodbye.再见。
See you tomorrow.明天见。
Wish you come again.希望再次光临。
Have a good trip and safe journey. 您一路平安，旅途愉快。
Goodbye and hope to see you again. 希望再见到您。
Have a nice trip.旅途愉快。
四、征询语RequestsMay (can) I help you? 我可以帮您吗？What can I do for you? 我能为您做什么？Is there anything I can do for you? 我还能为您做些什么？Will it trouble you? 那会麻烦您吗？Would you like …?您喜欢…？Would you mind if …？五、应答语ResponsesYou are welcome.愿意效劳。
It doesn’t matter.没关系。
I see.我明白了。
Thank you very much.非常感谢您。
Thank you for you kindness.谢谢您的好意。
I’ll do it for you right away. 我马上为您服务。
I’m glad to serve you .乐意为您服务。
Sorry to have kept you waiting, sir/madam.很抱歉，让您久等了，先生/小姐。
I’ll be with you in a moment.我一会儿就来为您服务。
Thank you for your advice (information, help),感谢您的忠告（信息、帮助）。
六、道歉语ApologiesExcuse me 对不起。
I apologize for this. 我为此道歉。
I’m sorry to disturb you.真抱歉打扰您。
I’m sorry, it’s our fault.对不起，是我们的过错。
Thanks for your reminding.谢谢您的提醒。
We’ll try our best to take some measures, so that you can be satisfied.我们将尽力使您满意。
Please forget it, sir/madam.请不要放在心上，先生/小姐。
I’m sorry about it .关于那件事，我很抱歉。
七、婉言推托语RefusalI’m sorry I can’t help you.真抱歉我不能帮您。
It’s very kind of you but…您的好意我领了，可是…Thank you，no. We are not allowed to drink on duty. 谢谢，但是我们上班时不方便饮酒。
八、接听电话语Telephone SentencesGood morning, Reception××speaking. May I help you? 您好，总台，我是某某…Sorry, you’ve dialed a wrong number.抱歉，您打错电话了。
Please dial number…，thanks.请拨号码…，谢谢。
Who’s calling, please? 请问您是谁？Hold the line please, I’ll see if she is available.Sorry, I still don’t understand what you said.抱歉，我仍不明白您说什么。
Could you repeat that please? 请您再重复一遍好吗？Will you please speak more slowly? 请您说的慢一点好吗？I’m sorry, I can’t follow you.抱歉，我听不懂。
九、答谢语Thanks and AnswersYou’re most welcome..欢迎之至。
With Pleasure. 这是我们的荣幸。
We’re always at your service.我们随时为您提供服务。
Thank you for coming.谢谢光临。
Thank you for your staying in our hotel. 谢谢光临我们酒店。
It’s our pleasur e to have your staying with us.您来我店是我们的荣幸。
Thank you for such a lovely gift. 谢谢您给了我这么可爱的礼物。
My pleasure.这是我的荣幸。
十、指路用语Giving directionsAfter you please, sir (madam). Go straight ahead, sir(madam).请笔直走，先生/女士。
This way, please.这边请。
Turn left(right)at the first corner.在第一个拐口左转（右转）。
Please use the elevator there ,sir/madam.在那边用电梯，先生/小姐。
Please go down to the lobby here, madam/sir.请从这边下去到大堂，小姐/先生。
It’s on the second(third)floor.在二（三）楼。
Sorry, I’m not sure. If you’ll wait a minute. I’ll be glad to find out for you.抱歉，我不能肯定，如果您等几分钟，我很乐意为您查清楚…When you return to the hotel, please show this hotel card to the driver.当您回酒店的时候，请把这张酒店卡给司机看。
I will take you there, sir/madam.我带您去，先生/女士。
十一、提醒用语Remind wordsPlease don’t leave anything behind.请别遗忘您的东西。
Please don’t smoke here.请不要在这里抽烟。
Please be careful.请当心。
十二、情景应对Situational responses(一)可以满足客人之要求时；Certainly, sir/madam.好的，先生/小姐。
I’ll go and get it right away, sir/madam. 我马上去拿来，先生/小姐。
Immediately, sir/madam.马上就来，先生/小姐。
(二）不能满足客人之要求时；I’m terribly sorry, we don’t have…非常抱歉，我们没有…Awfully sorry, sir/madam. We have sold out…实在抱歉，先生/小姐，我们已经卖完了。