1、双击页眉页脚后可删除，豆丁网友（洪枫）为您奉献，QQ：332985688主页 http:/ http:/ kalear85 贡献doc 文档可能在 WAP 端浏览体验不佳。建议您优先选择 TXT，或下载源文件到本机查看。员工英语手册Haiyatt Garden Hotel HoujieStaff English Handbook培训部 编Edited By Training Office1Contents 目 录Part One Elementary English 公共英语 Courtesy Service English 礼仪英语01 Hotel Facilities 酒店设施03 Sit
2、uational Responses 情景应答.04Part TwoService English For Each Department 部门岗位英语1、Front Office 前厅.07 2、F B 餐饮部.11 Chinese Restaurant 中餐. 11 Italian RestaurantTeppanyaki 意餐及铁餐.13 The Bar 酒吧.15 Key Words 重要单词.183、Housekeeping 管家部22 4、The Spa Health Club 桑拿及健康中心.26Part ThreeDepartments And Positions 酒店部门和职
3、位名称2厚街海悦花园大酒店礼貌服务英语 全员培训教案（公共部分） 全员培训教案（公共部分）PART I Elementary English for Hotel Staff一、 Courtesy Service English 欢迎和问候语 Greetings双击页眉页脚后可删除，豆丁网友（洪枫）为您奉献，QQ：332985688主页 http:/ http:/ Good morning (afternoon, evening), sir (madam).早上（下午、晚上）好，先生（夫 人）2. How do you do? 您好！ （初次见面） How do you do? 您好！ Glad
4、 to meet you. 很高兴见到您。 3. How are you? 您好吗？ Fine, thanks. And you? 好的，谢谢，您呢？ 4. Welcome to our hotel (restaurant). 欢迎到我们酒店（餐厅）来。 5. 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)6. 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）7. Have a good time! 祝您过得愉快！礼仪英语电话用
5、语 Terms of Telephone8. Good morning, Front Desk. Can I help you? 早上好， 前厅。请问有什么可以帮到 您的？9. Sorry, Ive dialed the wrong number. 对不起，我拨错号了。 10. Please press 9 first and when you hear the dialing tone, press the number you want. 请先拨 9，听到拨号音后再拨您所要的号码。 11. Hold on ,please. 请稍等。 12. Sorry. He is not in at t
6、he moment. 对不起，他现在不在。 Would you like to leave a message? 您要留口信吗？ 13. Would you repeat that, please? 对不起，请再说一遍好吗？ I beg your pardon? 对不起，请再说一遍好吗？祝贺语 Congratulations14. 15. 16. 17. 18. 19. 20. 21. 22. 23. Congratulations! 祝贺您! Happy birthday! 生日快乐! Happy New Year! 新年快乐! Merry Christmas! 圣诞快乐! Have a n
7、ice holiday! 节日快乐! Wish you every success! 祝您成功! Thank you (very much). 谢谢您（非常感谢） 。 Thank you for your advice (information, help). 感谢您的忠告（信息、帮助） 。 Its very kind of you. 您真客气。 You are welcome. 不用谢。3答谢和应答语 Thanks and Responses24. Not at all. 不用谢。 Dont mention it. 不用谢。 25. Its my pleasure. 非常高兴为您服务。 Im
8、 glad that I can help.很高兴能帮到您。 26. Im always at your service. 乐意为您效劳。 27. Thank you for staying in our hotel. 感谢您在我们酒店下榻。道歉语 Apologies双击页眉页脚后可删除，豆丁网友（洪枫）为您奉献，QQ：332985688主页 http:/ http:/ 29. 30. 31. 32. 33. 34. 35. 36. 37. 38. 39. 40. 41. 42. 43. 44. 45. 46. 47. Im sorry. 很抱歉。 Excuse me. 对不起。 Im sor
9、ry. Its my fault. 很抱歉，那是我的过错。 Sorry to have kept you waiting. 对不起，让您久等了。 Sorry to interrupt you. 对不起，打扰您了。Im sorry about this. 我对此表示抱歉。 I do apologize for this. 我为此道歉。 Lets forget it. 算了吧。 Can (May) I help you?/ What can I do for you?我能为您做什么？ May I have your name? 能告诉我您的名字吗？ Just a moment, please. 请
10、稍等一下。 I see. 我明白了。 All right. 好的。 Thats fine. 好极了。 Yes, of course./ Certainly./Sure. 当然可以。征询与应答语 Requests the bellboy will show you up. Enjoy your stay, sir.这是您的 908 号房间钥匙和房卡。 您的房 间在 9 楼，行李生会领您上去的。希望您过得愉快，先生。 26. Good morning, may I have your room number please? 早上好，请问您的房间号码？ 27. Mr. Scout, did you
11、consume anything in your Mini bar? 斯格特先生,您消费过迷你吧吗？ 28. How would you like to settle your bill? 您选择怎样的付账方式呢？ 29. May I take a print of your card? 我能刷一下您的卡吗？ 30. Mr. Scout, here is your bill, Please check it. 斯格特先生，这是您的账单，请复核。 31. This figure here accounts for the room service that you used yesterday.
12、 这个数字是您昨天消 费客房送餐的费用。 32. Here is your deposit receipt, please keep it with you during you stay with us and present this receipt upon you check out for settlement. 这是您的押金收据，请保存好，结帐时请出示 此收据。33. It comes to 900RMB at todays exchange rate. 根据今天的汇率一共是 900 人民币。34. Do you have luggage in the trunk? 行李箱里有没有
13、行李呢？ 35. May I help you with your luggage, sir? 先生，需要我帮您拿行李吗？ 36. I will show you to your room. This way, please.我带您到您的房间去，请跟我来。 37. How many pieces of luggage do you have? 您有几件行李呢？ 38. Is this all your luggage? 这是您的所有行李吗？ 39. Im sorry , we cant accept perishable goods. 对不起，我们不寄存易腐坏的物品。 40. Altogeth
14、er 3 suitcases and 2 handbags, is that right? 一共是 3 个箱子，2 个手提包，对吗？ 41. Is there anything valuable or breakable in your bag? 您包里有贵重或易碎物品吗？ 42. There is a safe in each guest room.每间房都有保险箱。 43. Just a moment, please. Ill get a cart.请稍等，我去拿行李车。 44. This is your claim tag, sir.这是您的取物条，先生。1145. 46. 47. 48
15、. 49. 50. 51. 52. 53. 54. 55. 56. 57. 58. 59. 60. 61. 62. 63. 64. 65. 66. 67. 68. 69. 70. 71. 72. 73. 74.Your bags can be picked up from the Bell Captains desk.您可以到服务台领取行李。 After you, sir. 您先请，先生。 Going up/down to which floor, sir? 去哪一层楼呢，先生？ This is your room, sir. 这是您的房间，先生。 May I put your bags here, sir? 我可以把行
