Basic English Training B2.ppt

1、,Hotel Basic English TrainingB2 酒店基础英语培训B2,Knowing your hotel 了解你的酒店,1、General Answer 一般性的回答 I see, sir. 我明白了，先生。 Certainly, sir. / Of course, sir. 好的，先生。,2、Ask for waiting 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。 Would

2、you mind waiting a little longer, please? 请您稍等好吗？,Answer 回答,3、Apologize 道歉 如果是自己的错就说“I am sorry.”(if you are wrong)；如果是公司的错，就说：“We are sorry.”(If our hotel is wrong) I am very sorry for the delay. 很抱歉耽误了时间。 I am very sorry for the inconvenience. 很抱歉造成您的不便。 I would like to apologize for this, sir. (t

3、he mistake) 为这个错误我深表歉意。,4、When guest say “Thank you!” ,you can say 客人对自己说“Thank you.”时回答 You are welcome./My pleasure. 不客气。,Answer 回答,6、If you hand sb. sth. ,You can say交给客人某些东西时，可以说： Here you are. 您要的东西在这里。 Here is your room key. 这是您的房间钥匙。,7、When our guest check out, you can say当客人准备离开时，可以说： Have a

4、 nice day. 祝您有美好的一天。 We look forward to seeing you again soon. 希望不久能再次见到您。 Thank you for staying with us. 谢谢光临。,Answer 回答,8、When you dont understand what our guest say当客人的英语难以理解时： Do not always say YES. You can say “Just a moment,please.”and then ask your manager to help.面对客人的疑问，不要只是一味地傻笑，或是一直说Yes，Y

5、es。如果听不懂，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。或者： I beg your pardon? 对不起，请再说一遍好吗？,Answer 回答,You can also say as follows 若是不敢肯定对方所说的部分内容时，可以将不明白的部分重复一遍，如： Excuse me, sir. Do you mean you lost your room key? 不好意思，先生，您是说您丢了房间的钥匙？,Just a moment, please. 请稍等。 Thank you for waiting. 您久等了，先生。

6、I am very sorry to have kept you waiting. 很抱歉让您久等了。 Would you mind waiting a little longer, please? 请您稍等好吗？ We look forward to seeing you again soon. 希望不久能再次见到您。 I am very sorry for the delay. 很抱歉耽误了时间。,Role Play 角色演练,Design a scene and use the following sentences. 运用下面的句子设计一个场景练习,Telephone English

7、电话英语的应对,Do not say “Hi, Hello” when you answer the phone 接电话时绝对不可以说“Hi”、“Hello”，而应该用酒店标准用语。,Inside Call 内线： “Good morning, HSKP, Ann speaking. May I help you? ” 您好，客房部。我是安，有什么可以帮您？Outside Call 外线： “Good morning, Gold Sand Hotel. May I help you? ”您好，金沙大酒店，有什么可以帮您？,Telephone English 电话英语的应对,2、If it is

8、 a wrong call 打错电话时：If it is a inside wrong call ,you can say 如果是内线打错时，可以回答： I am afraid you have the wrong number. 不好意思，您打错电话了。If it is the GSC transfer wrong 如果是总机转错内线时，可以回答： This is room reservations. Ill transfer your call to restaurant reservations. 这里是客房预定处，我帮您转接到餐厅预定处。 Im afraid this is a dir

9、ect line. We can not transfer your call to the Sun Seeker. Could you dial 6761 6688, please? 不好意思，这是直线电话。我们无法为您转接到圣汐西餐厅。请您改拨6761 6688好吗？,Telephone English 电话英语的应对,3、When the staff is not online 当负责的工作人员不在时：不好意思，林先生现在外出。他应该会在下午5点左右回来。 I am afraid Mr. Lin is out at the moment. He should be back around

10、 5 p.m 不好意思，郝先生正在讲电话。请您在线上稍候好吗？ I am afraid Mr. Hao is on another line. Would you hold the line for a moment, please? Could 他回来时，我会请他回电。 Ill askget him to call you back when he returns. Tell 请告诉我您的全名和电话好吗？ May I have your name and phone number, please?,Telephone English 电话英语的应对,4、When the communicat

11、ion is end 当会话结束时：,Do not just say “Bye-bye”, you can say 结束电话中的对话时，不可以简单说“bye-bye”，最好说： 感谢您的来电。 Thank you for calling. 我们期待您下次来电。 We look forward to hearing from you. are looking forward to,Role Play 角色演练,Use at least 3 following sentences to design an Role Play. 至少运用下面3个句子来设计一个场景练习,I am afraid you

12、 have the wrong number. 不好意思，您打错电话了。 This is room reservations. Ill transfer your call to restaurant reservations. 这里是客房预定处，我帮您转接到餐厅预定处。 Im afraid this is a direct line. We can not transfer your call to the Sun Seeker. Could you dial 6761 6688, please? 不好意思，这是直线电话。我们无法为您转接到圣汐西餐厅。请您改拨6761 6688好吗？不好意思

13、，林先生现在外出。他应该会在下午5点左右回来。 I am afraid Mr. Lin is out at the moment. He should be back around 5 p.m不好意思，郝先生正在讲电话。请您在线上稍候好吗？ I am afraid Mr. Hao is on another line. Would you hold the line for a moment, please? 他回来时，我会请他回电。 Ill askget him to call you back when he returns. 请告诉我您的全名和电话好吗？ May I have your name and phone number, please?,Q&A,Thank you!,