1、 Basic EnglishTraining WorkbookPERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION . ATTITUDE . EMPOWERMENT . PROFESSIONALISM2Basic English PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION . ATTITUDE . EMPOWERMENT . PROFESSIONALISMGreeting 问候- Good morning/ afternoon/ evening, sir/ madam!早上好/ 下午好/晚上好，先生
2、/夫人！- How are you today, sir?您好吗，先生？- How do you do!您好吗？- How are you (doing)?最近好吗？- Nice to meet/see you!很高兴见到你！Welcome 欢迎- Welcome to Kempinski Hotel Dalian!欢迎光临大连凯宾斯基饭店。- Welcome to our restaurant.- 欢迎光临本餐厅。- Were glad to see you again.- 很高兴见到您。Asking/inquiring 询问 /征询- May I have your name, pleas
3、e?- 可以告诉我您的名字吗？- Your initials, please?- 请告诉我您姓名的首字母。- May I have your signature here, sir?- 请您在这里签字。- Would you like to leave a message? - 您需要留口信么？- I beg your pardon? - 您能再说一遍么？- What do you think of our service?- 您觉得我们的服务怎么样？3Basic English PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION . ATTITUD
4、E . EMPOWERMENT . PROFESSIONALISM- May I know your name/room number?- 能告诉我您的名字/房号么？- May I know whom Im talking to?请问您是哪位？（打电话时用）- May I be of (your) service, madam?请让我为您服务，夫人。- May I recommend our xx to you, sir?先生，我向您推荐 xx。- How about a xx?xx 怎么样？- Would you like me to book you a xx?为您预订 xx，可以吗？-
5、Would you like to sit by the window?您喜欢坐窗边的位置吗？- Would you like to have a cup of tea?您来一杯茶吗？- Is there anything else I can do for you, madam?夫人，您还有什么需要吗？Expressing good wishes 祝福- Have a pleasant stay with us, Sir.愿您和我们共度好时光。- Have a nice day/ a pleasant evening/ a good weekend!祝您今天/今晚 /周末愉快！- Enjoy
6、 your stay/ day.祝您愉快！- Happy New Year/ Birthday!新年/生日快乐！- Merry Christmas!- 圣诞快乐！4Basic English PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION . ATTITUDE . EMPOWERMENT . PROFESSIONALISMAnswers to good wishes 对祝愿的回答- You too, Mr. xx /Ms. /Mrs. /Miss.也祝您愉快！- The same to you, sir/ madam.也祝您愉快！Expressi
7、ng thanks 致谢- Thank you very much.- 非常感谢。- Thank you for coming.- 谢谢您的光临。- Thank you for being so understanding.- 谢谢您的理解。（得到谅解时用）- Thats very kind of you. Thank you very much.- 您真是太好了！谢谢！Answers to thanks 对致谢的回答- You are welcome.- 不用谢- With pleasure.- 别客气- My pleasure. - 乐意为您效劳！- Glad to be of servi
8、ce. Please feel free to contact us anytime.- 很高兴为您服务，请随时与我们联系。Apologizing 致歉- Excuse me.不好意思，打扰一下！- Im awfully sorry.- 真是很抱歉！5Basic English PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION . ATTITUDE . EMPOWERMENT . PROFESSIONALISM- I beg your pardon.请您原谅！- Excuse me for interrupting.抱歉，打扰一下。不得不打扰客人时
9、）- Sorry to have bothered you.抱歉，打扰了！（打扰客人后）- Im very sorry. There could have been a mistake. I do apologize.对不起，可能出了什么差错，我真诚向您道歉。（有投诉时）- Im sorry. Im being called.不好意思，有人叫我/有个电话找我。（终止谈话时）- Im sorry. A guest is waiting for me.抱歉，有个客人正在等我过去。（终止谈话 时）- Im sorry to have kept you waiting, sir.抱歉让您久等了！- I
10、m sorry. The restaurant is fully booked.很抱歉，餐厅已经订满了。Answers to apology 对致歉的回答- Thats all right.- 没什么。- It doesntt matter.- 没关系。- Its nothing.- 这没什么。Directing 指示- Let me show you.我给您带路吧/我指给您看。- This way, please.- 请这边走。- It will be on your right hand side. You cant miss it.- 就在您的右手边。您会看到的6Basic Englis
11、h PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION . ATTITUDE . EMPOWERMENT . PROFESSIONALISM- Go straight ahead.直走。- Go down to the lobby.- 往下走到大堂。- Please take the lift to the 3rd floor.- 请乘电梯到三楼。- Turn left/right at the first exit.- 在第一个出口向左/ 右走。Arousing attention 提示- Here you are.- 这是您要的 XX。（递东西时
12、用）- Here we are.- 就是这里了/我们到了。（到达目的地）- Here comes the taxi.- 出租车来了。 - Beware of the ceiling/ the wet floor, sir.- 先生，请小心天花板/ 湿地板。（到达目的地）Reassuring 表示安慰- Dont worry, madam. Well see to it.夫人，请别担心。我们会跟进这件事情的。- Ill look into the matter.- 我会调查这件事情。- Ill be with you in a moment.- 我马上就来。- There is no hurry
13、, sir. Take your time.- 不要着急，请慢慢来。- It wont be too long, sir.时间不会太长的，先生。- Please take it easy, madam.夫人，请慢慢来。7Basic English PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION . ATTITUDE . EMPOWERMENT . PROFESSIONALISM- Well let you know as soon as there is any available.一有空位我们就会通知您的。- Ill report it to
14、our manager.我会报告给经理的。Willing to serve 表示乐意效劳- Ill be glad to help.乐意为您效劳！- Certainly, madam. Ill be happy to do it.当然，夫人，我非常乐意为您效劳！- Glad to be of service. Please feel free to contact us anytime.很荣幸为您服务。欢迎随时与我们联系。- My name is xx, if there is anything we can do for you, just let us know.我是 xx,如果有什么需要
15、，欢迎随时与我联系。Declining 表示婉拒- Im afraid such information is confidential.抱歉，这是机密。- Thats very kind of you, but no, thank you.谢谢您的好意，但是，很抱歉我不能接受。- That wont be necessary, sir, but thank you all the same.不需要了，先生。不过还是谢谢您。- Im afraid we cannot do that.恐怕我们不能那样做。Positive answer 肯定的答复- Certainly, sir, Ill bri
16、ng it to you right away.当然，我马上给您拿过来，先生。- We do have xx available.我们有 xx。8Basic English PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION . ATTITUDE . EMPOWERMENT . PROFESSIONALISMUncertain answer 未肯定时的答复- Im sorry we cannot guarantee it, but well do our best.很抱歉，我们不能保证，但是我们会尽力而为的。- Im sorry, madam, Im
17、 afraid Im not sure, but Ill ask someone for you. 很抱歉，夫人，我不能确定，不过我可以找另外的人为您服务。- If you wait a moment, sir, Ill try to find (it) out.如果您愿意稍等一会儿，我会找给您的。Negative answer 否定时的答复- Im sorry, there is no discount.很抱歉，没有折扣。- Im sorry, madam, Im afraid we dont have any available. 夫人，不好意思，我们没有合适的了。Expressing p
18、ity 表示遗憾- Im sorry to hear that.听到这个消息我也很难过。- Its a great pity. 真遗憾！Expressing concern 表示关怀- Are you all right, sir?.先生，您还好吧？- I hope you did not hurt yourself. 希望您没有伤到自己。- Would you like to see the doctor?您要去看医生吗？- I hope you are better now.希望你已经好些了。9Basic English PERFORMANCE THROUGH PEOPLEPERFORMA
19、NCE . PASSION . ATTITUDE . EMPOWERMENT . PROFESSIONALISMBeing modest 表示谦让- After you, sir. / You first, sir. 请您先走，先生。Agreeing 表示同意- Thats true.是的。- Absolutely, sir. 当然，先生。- Exactly, sir.- 确实如此，先生。Disagreeing 表示不同意- Not really. Its good value for the price.这个的确货真价实。（在客人对商品价格提出质疑时。）- Sorry, Im afraid恐
20、怕Understanding 表示明白- Yes, I see, sir. / Well madam, I know.我明白了，先生/夫人。Not understanding 表示不明白- Could you speak more slowly?您可以说的慢一些吗？- Im sorry, I dont quite understand. Should I get the manager?不好意思，我不是很明白。我叫经理过来，可以吗？- Please pardon?请再说一次。10Basic English PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASS
21、ION . ATTITUDE . EMPOWERMENT . PROFESSIONALISMDay/week 日 /星期的表达- Yesterday 昨天 - Today 今天 - Tomorrow 明天- The day after tomorrow 后天- The day before yesterday 前天- Week 星期- Weekend 周末- What day is it today? 今天星期几？ Its- Sunday (Sun.) Monday(Mon.) - Tuesday (Tue.) Wednesday (Wed.)- Thursday(Thur.) Friday
22、(Fri.) - Saturday (Sat.)星期日至星期六express times 时间的表达- Whats the time now?现在几点了？- May I know the time now?我能知道现在的时间么？- Its - Useful words:hour 小时 minute 分钟 second 秒quarter 刻 half 半 oclock X 点整 - Three ways to express time 三种表达时间的方法1.hour(时)+minute( 分)2.minute (分)+ past+ hour(时)3.60-minute(分)+to+hour(时)
23、+1Month 月的表达- Month 月11Basic English PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION . ATTITUDE . EMPOWERMENT . PROFESSIONALISM- Whats the date today? 今天几号？- Its the first in May.今天是五月一日- January (Jan.) February (Feb.) March (Mar.) April (Apr.) May June (Jun.)July (Jul.) August (Aug.) September (Sep
24、.) October (Oct.) November (Nov.) December (Dec.)1-12 月：Years 年的表达- Year 年- The beginning of a year 年初- The end of a year 年底- Last year 去年- This year 今年- Leap year 闰年- Sixteen forty-three1643 年Seasons 季节的表达- Season 季节- Spring 春季- Early spring 早春- Summer 夏季- Midsummer 盛夏- Autumn/fall 秋季- Late autumn
25、晚秋- winter 冬季Weather 关于天气- Whats the weather like today? 今天天气如何？- Today is XXX.Cloud 云 cloudy 阴天Sun 太阳 sunny 晴天12Basic English PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION . ATTITUDE . EMPOWERMENT . PROFESSIONALISMRain 雨 rainy 下雨天Fog 雾 foggy 雾天Wind 风 windy 刮风天Taste 味道的表达- How is it taste?- Its De
26、licious 美味的Sweet 甜的Sour 酸的Salty 咸的Bitter 苦的Hot 辣的Terrible 糟糕的Colors 色彩的表达- What color is it? Its在表达颜色的深浅时，直接在颜色前加 dark（深）或 light（浅）即可。如深蓝色为 dark blue,浅红色为 light red. - Red yellow green blue white black orangepink purple grey brown cream blue green crimsonNUMBER 数字- Cardinal No.基数词：主要表示数量，13-19 都以-te
27、en 结尾，20-90 等十位整数都以-ty 结尾。- Ordinal No.序数词：主要表示次第，如在表达楼层时，我们就用序数词。第 4-19 都由相应的基数词加 -th 构成。第 20-90 等十位整数的词是由相应的基数词去词尾-y，加-ieth 构成。Saying good-bye (告别语 )- Good-bye, and have a nice day.再见！祝您愉快！- We all look forward to serving you again.13Basic English PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION .
28、ATTITUDE . EMPOWERMENT . PROFESSIONALISM- 真诚期待再次为您服务。- We all look forward to serving you again.- 真诚期待再次为您服务。- Hope you enjoyed staying with us.- 希望您在这里过得愉快！The title of a technical post(职称 )- GM/General Manager 总经理- EXE Secretary 总经理秘书- Owner Representative 业主方代表- Director 总监- EXE Housekeeper 行政管家-
29、 AM/Assistant Manager 大堂经理- Manager 经理 - MOD Manager On Duty 值班经理- Supervisor 主管 - Captain 领班- Floor Attendant 客房服务员- Waiter/Waitress 男/ 女服务员- Clerk 文员- Operator 接线员- Bell Boy 行李生- GSA/Guest Service Assistant 接待员- GRO/Guest Relation Officer 客户关系主任Places of Interest and address (旅游景点 )- Tiger Beach 老
30、虎滩- Charm of the Sea Plaza 海之韵广场- He Pole Aquarium 水族馆- Golden Pepple Beach 金石滩- Bingyu Valley 冰峪沟- Lvshun City (Port Arthur) 旅顺（军港）- Bangchui Island 棒棰岛14Basic English PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION . ATTITUDE . EMPOWERMENT . PROFESSIONALISM- Xinghai Square 星海广场- Airport 机场- Railway Station 火车站
