酒店常用英语培训资料
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。
酒店前台接待英语培训资料
酒店前台接待英语培训资料1. 前言酒店前台接待是酒店服务中至关重要的一环。
为了提高前台接待人员的英语水平，本资料将着重介绍酒店前台接待所需的英语表达和沟通技巧，以便为客人提供更好的服务体验。
2. 基本词汇与句型在酒店前台接待工作中，以下基本词汇和句型是必不可少的。
基本词汇•Check-in: 办理入住手续•Check-out: 办理退房手续•Reservation: 预订•Room key/card: 房卡•Guest: 客人•Receptionist: 前台接待员•Welcome: 欢迎•How may I assist you?: 我能帮您什么？•Do you have a reservation?: 您有预订吗？•May I have your name, please?: 请问您的姓名？•Would you like a smoking or non-smoking room?: 您需要吸烟房还是非吸烟房？•How many nights will you be staying?: 您会住几个晚上？•Is there anything else I can help you with?: 还有什么我可以帮您的吗？常用句型•Good morning/afternoon/evening. How may I assist you?: 早上/下午/晚上好。
我能帮您什么？•Welcome to our hotel. Do you have a reservation?: 欢迎来到我们酒店。
您预订了房间吗？•May I have your name, please?: 请问您的姓名？•Here is your room key/card. Your room number is XXX.: 这是您的房卡。
您的房间号码是XXX。
•How many nights will you be staying?: 您会住几个晚上？•If you need any assistance, please feel free to ask.: 如果您需要任何帮助，请随时告诉我们。
酒店员工常用英语培训教材
Laundry services
Laundry services
03
Common English for Hotel Catering Services
03
Common English for Hotel Catering Services
Order taking
Waiters should clean the room according to the hotel's designated time and procedures to ensure cleanliness and hygiene.
After completing the cleaning, the waiter should notify the guest that the room has been cleaned and ask if they have any other needs.
Order modifications
Hotel employees should be able to modify orders if necessary, such as substituting ingredients or changing the preparation method They should also be able to communicate any potential issues or delays with the guest
Room cleaning service
Room cleaning service
When guests need to clean their rooms, the waiter should politely ask them if they need to clean their rooms and confirm the room number and check-in date.
酒店常用英语培训资料
）Catalogue（目录(Everyday-use English) 日常用语第一章）greeting问候语（第一节）saying hello打招呼（第二节）introduction介绍（第三节感谢（第四节）appreciation）apologizing致歉（第五节）showing the way引路（第六节(saying goodbye) 道别第七节）making& answering a call打、接电话（第八节）refusing in a polite way谢绝（第九节）dirty words英语脏话（第十节）euphemism委婉用语（第十一节）English on specific occasions部门英语（第二章）Reservation预订处（第一节）The Front Office（总台第二节）Kurhas Center（水疗第三节客房第四节）Housekeeping（）Cashier’s（收银第五节）useful vocabulary有用词汇（第三章酒店各部 (name of each department)(posts & titles) 职务头衔(buildings and architectures) 酒店建筑(place for recreation and leisure) 娱乐休闲场所娱乐休闲保健健身项目(entertainment, leisure, health-care and sports)(furniture and fittings in guest room) 客房常见物品(fittings in bath room) 浴室常见物品(things left by guests) 客人可能遗留的物品Everyday-use English 日常用语第一章 Greeting 问候语第一节1.日常问候Morning/Good morning. 早上好Good afternoon. 下午好Good evening. 晚上好晚安 Good night.(Wish you) Have a nice dream. 做个美梦(Wish you) Have a sound sleep. 睡个好觉２．节日祝福Traditional Western Holidays传统的西方节日Happy birthday! Happy birthday to you! 生日快乐 Wish you a happy birthday!Happy new year! 新年快乐情人节快乐Happy valentine’s day!Easter 复活节)三月出现满月后的第一个星期天在每年的三月底或四月初，() 五月的第三个星期天Happy mother’s day! ( 母亲节快乐) 六月的第四个星期天( Happy father’s day! 父亲节快乐Happy Independence Day! 独立日快乐)美国(() 日4每年７月Happy Halloween ( 万圣节快乐)月３１日10宗教节日，每年Happy Thanks-giving day! 感恩节快乐) 每年１１月的第四个星期四(圣诞快乐（每年的１２月２５日）Merry Christmas.Traditional Chinese holidays 传统的中国节日Women’s Day妇女节 Spring Festival 春节Youth Day 青年节 Tomb-sweeping Day 清明节Labor’s Day 劳动节Children’s Day 儿童节 Mid-autumn Day 中秋节 Dragon-boat Day 端午节 National Day 国庆节You 一定不要说,问候外国人的时候: 注意“您累了tired.(very are外国人会认为这是,加之思维方式的差异,。
酒店餐饮基本英语培训
十二、结帐 1、This is your bill, thank you very much. 2、Sign your name and room number, please. 3、Would you like one check or separate? 4、Here’s your change.
五、上饮品 Excuse me, sir/madam, here is your …..
六、点菜 1、May I take your order now? sir/madam. 2、How would you like steak/Lamb chop? How about your steak? 一二成 Rare 三四成 medium rare 五成 medium 七八成 medium well 全熟 well done
三、递菜单、酒水单 This is our menu and drink list ,sir/madam.
四、问饮品 1、Excuse me, sir/madam, would you like something to drinke? 2、we have ……..which one would you like?
七、重复点单 Excuse me, sir/madam, you ordered … Would you like anything else?
八、服务面包 What kind of bread would you like? soft bread/hard bread…。
九、上菜 Here is your soup/salad/steak…… enjoy your meal, please。
西兰花 broccoli
蔬 菜
胡萝卜 carrot
酒店英语培训资料
一.、客房常用词汇：north 北south 南west 西east 东presidential 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 请勿打扰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computer line 电脑线chair椅子service directory 服务指南ashtray 烟灰缸matches 火柴envelope 信封writing paper 信纸fax paper 传真纸post card 明信片sewing kit 针线包map 地图ballpoint pen 圆珠笔pencil 铅笔window窗户curtain 窗帘slipper拖鞋shoe shine clothe擦鞋布memo/note pad 便签bed床shampoo洗发液quilt 被子pillow 枕头shoe basket 鞋篮toilet卫生间bed table 床头柜alarm clock闹钟yellow page黄页night light 夜灯trash can 垃圾桶bed pad床垫bed sheet床单bed skirting 床裙pillow case枕头套smokedetector烟感器carpet/rug vacuum cleaner吸尘器wall lamp 壁灯ceiling lamp 吊灯ground lamp 落地灯bathroom 浴室fluorescent lamp 日光灯serving tray 托盘scale 体称hand towel 小方巾wash room 卫生间shower 淋浴bath towel 澡巾ground towel 地巾face towel 面巾hair dryer 吹风机bath tub 浴缸shower head淋浴头closet马桶tap 水龙头wash basin面盆towel rack 毛巾架marble table 大理石台面hanger衣架、挂钩wall telephone面包机bidet净身器flower vase 花瓶tissue paper dispenser面巾纸盒shower curtain 浴帘tissue/toilet paper卫生纸bath gel 沐浴液razor shaver剃须刀comb 梳子tooth brush 牙刷tooth past牙膏soap肥皂cotton swab 棉签tips小费emery board指甲锉sanitary bag 女宾袋shower cap 浴帽elevator lift 电梯fruitplate 果盘fruit knife (fork)水果刀（叉）ice cubes 冰块room card 房卡passport 护照deposit 押金charge收费price 价格Poker扑克night-club夜总会massage 按摩、桑拿boiling water开水newspaper报纸corridor走道trolley手推车Monday周一Tuesday周二Wednesday周三Thursday周四Friday周五Saturday周六Sunday周日January一月February二月March三月April四月May五月June六月July七月August八月September九月October十月November十一月December十二月Fine晴Overcast阴Snow雪Rain雨Cloudy多云FO前台Cashier收银Guest客人Telephoto电话Maintain维修Safety保险柜Cigarette香烟Nailhole指甲剪Forfex剪刀Socket插座Blower吹风机Charger充电器Keep secrecy保密Remote control遥控器Massage按摩Entertainment娱乐elevator电梯tea茶叶water bottle水壶for free免费safe-conduct安全通道reticle网线iron熨斗ironing board熨衣板map地图hot water热水fruit 水果shoeshine擦皮鞋drink饮料food食品bedsheet床单quilt cover被套bath robe 浴衣towel毛巾pillowcase枕套curtain窗帘ashtray 烟灰缸glass杯子tea-cap盖杯tea-box茶叶盒clothes-rack衣架the senice clamps服务夹noise菜谱close stool马桶broken electricity断电window窗户make water漏水lock 锁chair椅子light灯bathtub浴缸ice冰icebox/refrigeratory冰箱electric torch手电筒bed床dish盘子scoop勺子boud碗knife小刀fixing调料sugar糖salt盐shoeshine鞋油toecap鞋刷insect虫glue water胶水calculator计算器rule尺子stapler订书机inkpad印泥mouse鼠标do not disturb勿扰make up room打扫房间extra bed加床no need service不需要服务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 当然可以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别担心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打扰一下！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工程部三、客房服务常用对话：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!undry 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.R: Here you are.G: Oh, How nice! Your hotel’s laundry service is excellent.R: Thank you !That’s just what we should do.4.RepairingDialogueG: Excuse me!R: Yes?G: Ah, I’m afraid tore is something wrong with the TV.I can’t turn it on.R: Well, There is a switch on the beddable, Did you turn on it?G: Yes, I’ve done is.R :I’m sorry. May I have a look at it?(Trying to fix it, but in rain)R: I’ll send for an electrician to have it repaired. Please wait just a few minutes. (She leaves the room. Five minutes later. There is a knock on the door).R: Housekeeping, May I come in?G: Yes.R: Good evening! We are going to check your TV set.(Electncian finishes the repairing)R :Dear sir, everything is OK now, Is there anything dse I can do for you?G: No, Thanks very much!R: It’s my pleasure .And with you have a sweet evening!Dialogue twoR: Good evening! What’s the matter sir? G: Air conditioner is not cool/heat enough.R: Well, Let me see! Oh, I’m sorry sir. We’ll contact with engineer department to send some one are up to cheek if for you.Dialogue threeG: There is no water in the shower head. Can you call someone to fix it for me.R: We’ll call the engineer immediately. I’m sorry for any inconvenience.5.Room serviceG: What would like to take our lunch in our room. Could you bring it here?R: Yes .Of course. Our hotel provides very good room service, sir.G: Very nice. When should me order our lunch?R: At any time you want. You may dial“2619”to call the room service section directly to order breakfast, lunch or dinner.G: By the way. What should we do with the plates when we finish eating?R: You can call me to clean it up, or just leave them outside you room.G: Oh, I see. Thank you.6.Miscellaneous servicesDialogue oneR: Good morning. Dear Madam!G: Good morning. Will you de me a favor?R: Sure.G: I’d like to have some glasses?R: How many would you like?G: Three.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.新增加部分：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：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: At 四．简单的称谓：1．Sir:对不相识的男士的通称。
酒店英语培训资料
酒店英语培训讲义Hotel English( Veegle Hotel·Hangzhou)第一讲日常用语Part One Daily Expressions基本用语与对话Basic sentences & Conversation 词汇Useful words●早上（下午/晚上）好，怀特先生。
Good morning (afternoon/ evening), Mr. White.●您好。
How are you?How do you do?●再见。
Good-bye.●明天见。
See you tomorrow.●谢谢您的光临。
Thank you for your coming.●非常感谢。
Thank you very much.●欢迎来酒店。
Welcome to Veegle hotel.●我可以帮您什么吗？May I help you?What shall I do for you?Is there anything I can do for you?●这个给您。
Here you are.●很高兴能为您服务。
It’s my pleasure to be at your service.My pleasure to serve you.●请稍等。
Please wait for a moment.Just a minute, please. Hotel 酒店，宾馆General manager总经理Deputy general manager副总经理Director 总监Manager 经理Supervisor 主管Captain 领班Assistant Manager大堂副理Front office 前厅部Housekeeping 客房部/管家部Engineering Department工程部Finance Department财务部Security DepartmentSafety Department安全部Sales & Marketing市场营销部Food & Beverage餐饮部●对不起，让您久等了。
酒店基础英语培训
酒店基础英语培训1. 引言在当今全球化的时代，酒店已成为人们出行的重要组成部分。
为了提供更优质的服务，酒店员工需要具备良好的英语沟通能力。
本文将为酒店员工提供一个基础英语培训，帮助他们更好地应对工作中的各种情境。
2. 培训内容2.1 酒店接待在酒店接待环节中，员工需要和客人进行简单的交流和沟通。
下面是一些常用的英语句子示例：•您好，欢迎光临本酒店。
- Hello, welcome to our hotel.•您需要办理入住手续吗？- Do you need to check-in?•我们将安排您一间标准客房。
- We will arrange a standard room for you.•请填写这张登记表。
- Please fill out this registration form.•早餐时间是从7点到10点。
- Breakfast is served from 7am to 10am.2.2 餐饮服务酒店的餐饮服务是吸引客人的一项重要服务。
以下是一些常用的英语句子示例：•您想在哪里用餐？- Where would you like to dine?•请跟我来，这是我们的餐厅。
- Please follow me, this is our restaurant.•您想尝试我们的特色菜吗？- Would you like to try our specialty dish?•我们还提供素食选项。
- We also have vegetarian options.•谢谢您的用餐，祝您度过愉快的一天。
- Thank you for dining with us, have a pleasant day.2.3 服务投诉处理在工作中，员工可能会遇到客人的投诉。
以下是一些处理投诉的英语句子示例：•对不起，我了解您的不满意。
- I’m sorry to hear that you are unhappy.•我会立即跟进这个问题。
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目录（Catalogue）第一章日常用语(Everyday-use English)第一节问候语（greeting）第二节打招呼（saying hello）第三节介绍（introduction）第四节感谢（appreciation）第五节致歉（apologizing）第六节引路（showing the way）第七节道别(saying goodbye)第八节打、接电话（making& answering a call）第九节谢绝（refusing in a polite way）第十节英语脏话（dirty words）第十一节委婉用语（euphemism）第二章部门英语（English on specific occasions）第一节预订处（Reservation）第二节总台（The Front Office）第三节水疗（Kurhas Center）第四节客房（Housekeeping）第五节收银（Cashier’s）第三章有用词汇（useful vocabulary）酒店各部(name of each department)职务头衔(posts & titles)酒店建筑(buildings and architectures)娱乐休闲场所(place for recreation and leisure)娱乐休闲保健健身项目(entertainment, leisure, health-care and sports) 客房常见物品(furniture and fittings in guest room)浴室常见物品(fittings in bath room)客人可能遗留的物品(things left by guests)第一章日常用语Everyday-use English第一节问候语Greeting1.日常问候早上好Morning/Good morning.下午好Good afternoon.晚上好Good evening.晚安Good night.做个美梦(Wish you) Have a nice dream.睡个好觉(Wish you) Have a sound sleep.２．节日祝福传统的西方节日Traditional Western Holidays生日快乐Happy birthday! Happy birthday to you!Wish you a happy birthday!新年快乐Happy new year!情人节快乐Happy valentine’s day!复活节Easter(在每年的三月底或四月初，三月出现满月后的第一个星期天)母亲节快乐Happy mother’s day! (五月的第三个星期天)父亲节快乐Happy father’s day! (六月的第四个星期天)(美国)独立日快乐Happy Independence Day! (每年７月4日)万圣节快乐Happy Halloween (宗教节日，每年10月３１日)感恩节快乐Happy Thanks-giving day!(每年１１月的第四个星期四)圣诞快乐Merry Christmas.（每年的１２月２５日）传统的中国节日Traditional Chinese holidays春节Spring Festival 妇女节Women’s Day清明节Tomb-sweeping Day 青年节Youth Day劳动节Labor’s Day 儿童节Children’s Day端午节Dragon-boat Day 中秋节Mid-autumn Day国庆节National Day注意: 问候外国人的时候,一定不要说You are very tired.(“您累了吧”)。
因为文化背景不一样,加之思维方式的差异,外国人会认为这是对其健康与能力的一种怀疑。
如果非说不可,可以说“You must be verytired”(你一定很累了吧),这样还勉强可以接受。
第二节打招呼Saying hello您好/你好(初次见到客人)How do you do?您好/你好(非初次见面,非正式)Hello/hi.很高兴见到你.Ni ce to meet /see you. Glad to see/meet you. It’s a pleasureto see/meet you. I’m very pleased to see/meet you.您好吗?How are you (today)?还不错,你呢?Fine, thank you, and you?我也不错,你呢?I’m Ok/not bad.还好吗(较为随便)?What’s up?注意:在给外国客人,尤其是英美客人打招呼的时候,切忌问Have you eaten/ have you had your breakfast/lunch/dinner？（您吃了没有/您吃早饭/午饭/晚饭没有）因为客人会认为这是他自己的事情,和其他人没有关系,或是会推测你是不是有意请他吃饭,把这视为一个用餐的邀请,或是认为你怀疑他基本的生存能力(是不是连饭都吃不起了)第三节介绍 Introduction这是张先生.This is Mr. Zhang.(切记,在这个句子中,不能用he(他)代替this)这是王小姐.This is Miss Wang.(同样,在这个句子中,不能用she代替this)这是我们酒店总经理.This is the general manager of our hotel. 补充: 称呼外国人的时候,可以按以下方式:男士:Sir先生 Gentleman绅士 Man男人（太过随便,慎用）Guy小伙子（慎用）女士：Madam夫人（用于已婚女性） Lady女士，（多指出生名门，有文化教养的女性，这样称呼，多半能让对方很开心）Miss 小姐（用于未婚女性，后接姓氏）Mrs.夫人，太太（后接姓氏）Ms.(用于不知道是否已经结婚的女性)备注：英美人的名字一般包括三个部分：名（given name），中间名（middle name）以及姓氏（family name/surname）。
比如说，在George W. Bush(乔治.沃克 .布什) 中，George是名，布什是姓。
因此，我们可以称呼他George,或是Mr. Bush,而不能是Mr. George. 另外，英美女性在结婚之后都会随夫姓，因此，如果Rose Williams(罗斯.威廉姆斯)嫁给Tom Hamilton（汤姆.汉密尔顿）之后，我们就只能称她为Mrs. Hamilton而不是Mrs. Williams第四节感谢 Appreciation1．表示感谢（expressing one’s gratitude）谢谢你，先生。
Thank you, sir.多谢。
Thanks a million.谢谢你的帮助。
Thanks for you help.非常感谢。
Thank you very much/Thanks a lot.你能这样说，真的太好了。
It’s very kind of you to say such我感谢你的好意。
I appreciate for you kindness.对你所做的一切，我非常感激。
I’m deeply grateful for all you have done.2. 用英语回答别人的谢意别客气。
Not at all. You are welcome. Don’t mention it.我高兴，我乐意。
It’s a pleasure. It’s my pleasure.我随时奉命。
I’m at your service.我乐意效劳。
I’m willing to be of service.注意：酒店美女云集，当客人称赞你漂亮的时候，如You are very beautiful/bonny/attractive/sweet/charming.(你很漂亮/美丽/有吸引力/甜美/有魅力)，切忌不可说No, I’m not beautiful at all。
(不，我根本就不漂亮)。
恰当的回答应该是：Thank you. (谢谢) It’s very nice of you to say that.（非常感谢你这么说）You are flattering me.（你过奖了）Are you serious?（你是认真的吗）Is my face red?（我脸红了吗）。
第五节致歉Apologizing1. 表达歉意Expressing one’s repentance对不起Sorry. I’m sorry.我很遗憾I regret.对不起，打搅一下Excuse me.能再说一遍吗？Pardon? Beg your pardon?非常对不起I’m awfully sorry. I’m terribly sorry.原谅我来迟到了。
Forgive me for being late.给您添麻烦了。
Sorry to bring you trouble.给你带来不便了。
Sorry to bring you inconvenience.疏忽大意，请原谅。
Please forgive my negligence.他经验不够，请原谅。
Please forgive him since he is not as experienced.我为我说的话道歉。
I apologize for what I have said.对不起，设备正在检修。
Sorry, the facility here is being repaired.注意：就程度而言，apologize表达的歉意最深，一般用于己方明显或是重大的过错，而terribly sorry 或是awfully sorry程度次之，sorry 表示一般的歉意，而regret则表示的一种同情或是遗憾。
注意：和英美人打交道，千万不要很“谦虚”，很不好意思地说Sorry to have taken up your time(耽误你时间了)或是Sorry to waste your time （浪费你的时间了），因为对方会认为你觉得和他在一起的时间毫无意义，不充实，也不开心。
我们可以说It’s great to be with you(和你一起太棒了)。
2. 回应别人的歉意算了Forget it.没关系It doesn’t matter.没事No problem.根本没有什么Not at all.不要紧Never mind.别操心了Do not let it worry you.这不是你的错It’s not your fault.第六节引路Showing the way藏羌风情园在二楼The Zang and Qiang Custom Garden is on the second floor.西餐厅在二楼The western food restaurant is on the second floor.您的房间在四楼，你可以乘电梯上去Your room is on the fourth floor, and you can take the elevator.要用早餐的话，请下一楼Go downstairs to the first floor if you want to have your breakfast.请这边走This way, please.请跟我来Please follow me. Please go with me.我会给你引路I’ll show you the way.温泉区下二楼，那里有人会为你引路Go downstairs to the second floor, and there will be some oneto show you to the hot spring area.一直走，在第一个路口左拐Walk on and turn left at the first corner.直走大约20米，你会发现卫生间在你右手边Walk along for about 20 meters, and you’ll find the restroom is on your right.别墅在宾会大厅后面The Villas are behind the Housing and Guests Center.网球场在桂苑对面The tennis court is on the opposite of the Laurel Garden.走路大概要5分钟It will take you five minutes to walk there. ]第七节道别Bidding farewell/Saying goodbye再见Goodbye. Bye. See you.欢迎再次光临Welcome to come again.希望能很快再次见到你Hope to see you again soon.一路保重Take care. Mind your step.旅行愉快Have a good trip. Have a nice journey.一路顺风Bon voyage.注意：切记不要把中文的“慢走”按照字面意思翻译成“Please walk slowly”, 更为恰当的的说法应该是“Take care”或者“Mind your step”。