1、英语培训手册Englishi training manual目录第一部分 基本礼貌用语1第二部分 前厅服务17第三部分 客房服务21第四部分 餐饮英语21第三部分 康体服务219、Pardon.对不起，请你再说一遍，好吗？二、祝贺语1、Congratulations!祝贺您！2、Happy birthday!生日快乐！3、Happy new year!新年快乐！4、Merry Christmas!圣诞快乐！5、Have a nice holiday!假日快乐！6、Wish you every success!祝您成功！三、答谢语1、Thank you (very much).谢谢您（非常感谢）
2、 。2、Thank you for your advice(information,help)感谢您的忠告（信息、帮助） 。3、Its very kind of you.谢谢，您真客气。4、You are welcome.不用谢。5、Not at all.不用谢。6、Its my pleasure.非常高兴为您服务。(With pleasure.)(My pleasure.)7、I am at your service.乐意为您效劳。8、Thank you for staying in our hotel.感谢您在我们酒店下榻。9、Im sorry.很抱歉。10、Excuse me.对不起。1
3、1、Im sorry，Its my fault.很抱歉，那是我的过错。12、Sorry to have kept you waiting.对不起，让您久等了。13、Sorry to intetupt you.对不起，打扰您了。14、Im sorry about this.对此表示抱歉。15、I apologize for this.我为此道歉。16、Thats all right.没关系四、征询/指路用语1、Can(May) I help you?我能帮您什么吗？ Yes,please. 好的。2、What can I do for you.我能为您干点什么？3、Is there anythi
4、ng I can do for you?有什么能为您效劳的吗？4、Just a moment,please.请您稍等一下。5、May I use your phone?我能借您的电话吗？Certainly.当然可以。Yes,of course.当然可以。6、Go upstairs/dowmstairs.上楼/下楼7、Its on the second (third) floor.在二（三）楼8、Excuse me.对不起。Where is the washroom(restroom,elevator)?请问盥洗室（洗手间/休息室、电梯）在哪儿？This way,please.请这边走。Turn
5、 left/right.往左转/右转。9、Its in the lobby near the main entrance.在靠近大门的大厅里。10、Its in the basement at the end of the corridor.在走廊尽头的地下室里。五、提醒/告别用语1、Mind/(Watch) your step,please.请走好。2、Please be careful.请当心。3、Please dont leave anything behind.请别遗忘您的东西。4、Dont worry.别担心。5、Take it easy.放心好了。6、Please dont smo
6、ke here.请不要在这边抽烟。7、Goodbye.再见。8、See you tomorrow.再见（待会见） 。9、Good night.晚安。10、See you tomorrow.明天见。11、Goodbye and thank you for coming.再见，谢谢您的光临。12、Goodbye and hope to see you again.再见，希望再见到您。13、Have a nice trip!一路平安。14、Wish you a pleasant journey!Good luck!祝您旅途愉快！祝您好运！六、销售用语1、What kind of rooms(food
7、s) would you like to have?你需要什么样的房间（吃什么样的菜）？2、Here is a brochure of our hotel and tariff.这是介绍我们饭店的小册子。3、Well give you a 10%(ten percent) discount.我们给您九折优惠。4、Well offer tour guides complimentary breakfasts.我们给陪同提供免费早餐。5、We accept your terms.我们接受您的条件。6、May I introduce myself?让我介绍我自己。7、May I present yo
8、u a litter souvenir?请接受我们的一点小纪念品。8、Let me propose a toast to the health of our guests!为我们的友谊干杯！9、Let me propose a toast to the health of our guests!建议为在座客人的健康干杯！10、Cheers!(Bottoms!)干杯！11、How do you like Chinese food?您喜欢中国菜吗？12、What do you think of our service!您对我们的服务有什么意见？13、Thank you for your eomme
9、nts(compliment,suggestions).谢谢您给我们提的意见（赞扬、建议）14、Im afraid its against the hotels regulations.这是违反饭店规章制度的。15、In our hotel we dont accept tips.我们饭店是不收小费的。Its our pleasure to serve our guests well.我们为能为客人服务好而感到高兴。Thank you all the same.然而，还是要谢谢您。16、Thank you for telling us about it.谢谢您告诉我们。Ill look int
10、o the matetr right away.我马上去处理这件事情。17、I assure you it wont happen again.我保证此类事情不会再发生。18、Please dont worry,sir(madam)先生（夫人） ，请不必担心。I will send someone up to your room right away.我马上派人到你的房间去。19、I cant guarantee anything,but Ill try my best.我不能保证，但我会尽力而为。20、What can I show you.您要买什么？21、How do you like
11、this fashion(color,size,design)?您喜欢这种款式（颜色、尺寸、图案）吗？22、The extra large size of this color is out of stock.这种颜色的特大号已经卖完了。Please try us again tomorrow.请明天再来看看。23、They are altogether 175(one hundred and seventy-five) Yuan.共计 175 元。You may pay in cash or with credit card.您可以付现今也可以用信用卡。24、You have made a
12、good choice,you have very good taste.您真会买东西，眼力真好。七、其他1、听见或遇到对客人不利的事时：Im sorry to hear that. I hope you are bettet soon.听到这个我很遗憾，我希望你很快会好起来的。Im sorry to heat that.Have a good rest.我很遗憾，您好好休息一下吧。Im sorry to hear that,Take it easy now.听到这个我很遗憾，现在你不要着急。2、客人碰到意外（如电梯碰到他）时：I hope you did mot hurt yourself.
13、我希望您没有受伤。Are you hurt?您伤着没有？Did you hurt yourself?您伤着了没有？3、离开客人时：Have a nice day.祝您今天过得愉快！Have a pleasant evening.祝您今晚过得愉快！Have a good weekend.祝您周末过得好！4、当客人要什么东西时Certainly,sir,If you can excuse me,Illfetch it.好的，先生，当然先生，如果您能允许我离开的话，我去把它拿来。Yes,sir.Its mo problem.好的，先生，这不成问题。Here you are,sir.这儿就是，先生。H
14、eres your change,madam.这是您的找零，夫人。5、必须离开客人去拿他们所要的东西时Juat a moment,please,miss,Ill go and get it right away.小姐，请稍候片刻。我马上给您去拿来。Sorry to have kept you waiting.很抱歉让您久等了。6、给客人让路时：After you ,madam.夫人，请。You first,sir.先生，您先请。7、推小车或提重物经过客人身旁时:Excuse me,madam请原谅，夫人。Could you please make way,madam?可不可以请您让让路，夫人？
15、May I come through,please?请问我可以穿过去吗？8、上菜或斟酒时不得不向客人俯下身去或不得不在外宾面前通过时：Excuse me,madam请原谅。偶然碰撞客人时：I beg your pardom.请您原谅。9、当客人询问是不是可以拿物品时：Certainly,madam.Let me help you.当然可以，夫人，让我来帮您。Yes,sir.Allow me.是的，先生，请允许我来帮你。Go ahead ,please,Youre welcome.请拿吧，您可以随意取用。10、看见客人在搬椅子或包裹需要帮助时Allow me,madam请允许我帮您，夫人。Let
16、 me take that.sir.让我来拿，先生。11、当客人送东西给你时：A、可以接受时Its very kind of you,I dont know bow to thank you properly,You really shouldnt have.您真好，我真不知道要怎样谢您才好，您真的不必那么客气。B、婉言谢绝Thank you ,no.Ww are mot allowed to drink on duty.谢谢，不能。上班时我们不允许喝酒。Thank you very much,but I cant accept.十分感谢，不过我不能接受。12、当中断和客人交谈时Excuse
17、me,I must serve the client.请原谅，我必须去照料那们客人。Im sorry ,sir ,I must go.Nice talking with you.很抱歉，先生，我必须走了。和您谈话真令人愉快。Will you excuse me,please.请原谅我。13、当外宾对你解释什么事情时：I see.我明白。A、 如果同意他的话：Thats true.确实如此。Yes,exactly.是的，完全如此。B、如果对所听到的事感到意外：Really? How interesting!真的吗？多有趣。Is that so?是那样的吗？14、当客人因为自己动作慢、手脚不灵或残
18、疾而感到困窘时：Please take you time,sir,Theres mo hurry.请慢慢来，先生。不用忙。Dont worry,madam.Well see to it.不必担心，夫人。我们会照看的。Dont worry,madam.Well cleam it up.不必担心，先生，我们会把它收拾干净的。15、需要宾客配合或签字时Exsuse me for interrupting.请原谅我打断你啦。May I take up a few moments of your time?我可以占用您一些时间吗？May I speak to you for a moment,madam
19、?我可以和您谈一会儿话吗？夫人Would you be so kind as to sign here ?请您在这里签字好吗?16、当事情太多而外宾需要服务时Im sorry,I must take each guest by turn,sir.很抱歉，我必须按先后次序为顾客服务，先生。Ill be wity you as soon as possible.我将尽快来为您服务。17、当客人提出批评时Thank you for telling us,madam.感谢您告诉我们这一切。It wont happen again.这种事不会再发生。It wont happen again.请接受我们的
20、道歉。I will let the person in charge know.我会把这件事向我们主管此事的人员报告的。18、领路过程中的语言Mind(Watch) your step,sir.请当心，先生。/走路小心，先生。May I suggest you hole the rail? Its very slippery.请您扶好扶手，这儿很滑，先生。Here we are ,Room*第*号房间。19、当服务完离开客人的房间或餐桌时Will that be all,madam and sir?就这些吗，夫人和先生？Is there anything else I can do for y
21、ou?我还能为你做别的什么事吗？Is there anything else I can get for you?我还能为您拿些别的什么东西？20、接听电话Hold on a minute/second.请等一下/请勿挂断Just hole the line a minute.请勿挂断Dont hang up.please.请勿挂断。Just wait a moment and Ill connect you.请等一下，我替您接通。Sorry,the line is busy.对不起，占线。Whos calling,please?请问你是谁？Where are you calling?您是从哪
22、里打来的？They arent answering.没有人接电话。Now Room*is on the line,speaking,please.现在*房间接通了，请您说话。A computer wake-up service.电脑叫醒服务The line is free.线路通了。Area code.地区号I D D call=intermational direct dial call.国际长途直拨电话D D D call=domestic direct dial call国内长途直拨电话21、留言服务What is your message,please?请问您要留什么话？What sh
23、all I tell her,sir?先生，要我转告她什么？May I read back ,the message to see if it is correct?我把留言念一下，请您听听是否正确？Shall I sak him to call back when he comes back?他回来后是否要他给您回电话。22、兑换外币The rates of eschange are on the board there.今天的兑换牌价在那里的牌子上。What is the exdhange rate for American currency today?今天的美元兑换牌价是多少？Will
24、 you please sign your name on the exchange meno?请您在兑换证明上签字好吗？23、行李服务Just a moment,please.Illbring a loggage cart.请稍等一下，我去推一辆行李车来。Dont worry,sir,Your baggge will be sent up at once.先生，别担心，您的行李很快就会送上去的。24、Please call number*.and well help you wity your luggage immediately.请拨打电话*，我们会马上帮您运送行李的。Taxi serv
25、ice is available all day in our hotel.出租车全天候提供服务。25、结帐服务How would you like to make the payment ,sir?先生，您准备如何付帐？Please wait a moment while I correct the bill.请稍等，让我更正一下。As a hotel policy,we accept the following credit cards-酒店规定，我们接受以上几种信用卡-Ill draw up your bill for you,sir.先生，我来给您把帐单开出来。The charge o
26、f your room will be paid by your host unit while the others should be at your expense.您的房费将由接待单位支付，而杂费则应由您自己付。Have you sigmed any chits in the last hour?请问你在结帐前一小时之内是否签过帐单？May I hare a print of your card ,pleace?我可以刷一下信用卡吗？26、商务中心服务Make photo copy复印We charge each page*Yuan for typing and *Yuan for f
27、ax to U.S.A plus 10% service charge.打印费每页*元，发传真到美国每页*元，外加 10%服务费。For A4 B5,Twenty four Yuan each page,and A3Br ,thirty Yuan,Which would you prefer?小张纸每页 24 元，大张纸每页 30 元。您要哪一种？Can you give me your fax mumber,please,sir?请告诉我你的传真号码，先生？八、酒店部门名称Department 部门Executive office 行政办Engimeering dept.工程部Human r
28、esources dept.人力资源部Accounting dept.财务部Food & beverage dept.餐饮部Security dept.安全部Sales &marketing dept.市场部Front office dept.前厅部Recreation dept.康乐部Public relations dept.公关部Housekeeping dept.管家部Reservation 预定处Business center 商务中心Reception 接待处Information 问讯处Cashiers 收银处Chinese restarrant 中餐厅Western resta
29、nrant 西餐厅Lobby bar 大堂吧Beauty salon 美容中心Night club 夜总会Swimming pool 游泳池Sauna 桑拿Shopping mall 购物中心Clinic 医务室Multifunction hall 多功能厅Chating bar 聊天吧Reflexology service center 足浴中心Table tennis room 乒乓球室Billiards room 桌球室Fitness center 健身中心Tennis garden 网球场New century hall 开元厅Position 职位Genetal manager 总经
30、理Resident manager 驻店经理Director 总监Manager 经理Assistant manager 大堂副理Supervisor 主管Captain 领班Cashier 收银员Room attendant 客房服务员Clerk 职员Waitress 餐厅女服务员Waitet 餐厅男服务员Operator 话务员Bellboy 行李员Driver 司机Receptionist 接待员Secretary 秘书Repairman 维修员第二部分 前厅服务(front office service)Lobby 大堂Emergency exit 紧急出口Safety boxes 保
31、险箱Preidential 总统套房Single room 单人房Standard room 双人房Check-in 登记入住Check-out 退房Registration form 登记卡Room charge 房价Service charge 服务费discount 折扣operator 总机elevator 电梯deposit 定金possport 护照tariff 房价表baggage/luggage 行李face south 朝南trolley cart 行李车special rate 优惠价arrival time 到达时间department time 离开时间flight n
32、umber 航班号message 留言envelope 信封receipt 收据cheque 支票brekfast voucher 早餐券eredit card 信用卡morning call 叫醒服务tax extra 另加税金stamp 邮票envelope 信封，封套airport 机场foreign exchange counter 外币兑换处receipt 收据，收条amount 数额certificate 单据signature 签名，署名前厅基本用语1、Do you haue a reservation?您预定过了吗？2、May I know your name and room
33、 number?您能告诉我您的名字与房间号吗？3、Coule you show me your passport,please?能出示一下您的护照吗？4、Here is your dey card,please keep it until you check out.这是您的钥匙卡，住店期间请保管好。5、We are fully booked for all types of rooms on that night.那天晚上各种类型的房间都预定额满了。6、Dont worry,sir.ill call our assistant manager to help you now.别着急，先生，我
34、传呼大堂副理来帮您。7、Our bellboy will take your bags and show you the room.我们的行李员会帮您拿行李，并领您去房间。8、Im afraid its against the hotels regulations.很抱歉，这是违反酒店的规章制度。9、Well have to charge you 50 percent of the room rate extra,if you cant check out before 12:00a.m.中午 12：00 前未离店的客人需要加收 50%的房费。10、Is there anything valu
35、able or breakable in your bag?您包里有贵重或易碎的物品吗？11、You can get your money changed at the Cashiers Desk.您可以去收银处兑换钱。12、Im sorry,sir. There has been a mitake.please wait a moment while I correct the bill.对不起，先生，这里有些错，请您稍候，让我更正一下。13、It takes about one hour by taxi to the xhengxin airport. The charge is 180y
36、uan.到新郑机场大约需要一个小时，费用是 180 元。14、Please give the slip to the taxi driver and hell take you there.请把这张字条交给出租车司机，他会送您到那里的。15、Here is a brodhure explaining hotel services.这儿有说明酒店的服务手册。16、Do you meed a map or hotel card?请问您要地图或是酒店名片吗？17、Well send your original copy to your room after we hare fared that.我们
37、发出传真后，会把您的原文送到您房间去的。18、Please pay at the cashiers desk over there.请去那边帐台付款。19、Would you like me to call a taxi for you?请问需要帮你叫车吗？20、For outside calls,please prsee 9 frist and when you hear the dialing tone.press the numbr you want.打外线请先按 9，听到声响后再按您所要的号码。21、Would you mind filling in this form and pay
38、 a hundred yuan in advance for him.请填好并预付一百元钱。22、This is a receipt for paying in advance.Please keep it.这是预付款收据，请收好。23、So you have got altogether four pieces of baggage?您一共带了 4 件行李，是不是？24、Let me have a check again.让我再看一下。25、The Reception Desk is straight ahead.接待处就在前面。26、After you,please.你先请。第三部分 客房
39、服务(housekeeping service)bed 床single bed 单人床extra bed 加床double-xize bed 双人床twin room 双床房double room 双人房deluxe suit 豪华套房bed spread 床罩pillow 枕头pillow-case 枕头套bedside 床头柜sheet 床单bed light 床头灯basin 洗脸盆bath-tub 浴缸bathrobe 浴衣bathroom 浴室shower curtain 浴帘shower cap 浴帽shower head 喷头bath foam 沐浴液body lotion 润肤
40、露bath wat towel 地巾bath towel 浴巾towel 毛巾hand towel 方巾Shampoo 洗发水Conditioner 护发素Blnnker 毛毯Comb 梳子Quit 棉被Tooth-paste 牙膏Tooth-brush 牙刷Soap 肥皂Soap dish/holder 肥皂碟Cotton tips 棉签Wardobe close 衣橱Water tap 水龙头seitch 开关lampshade 灯罩towel rail 毛巾架bulb holder 灯头bulb 灯泡tank 水箱socket 插座hair dryer 吹风机Telephone 电话sh
41、aver 剃须刀telephone directory 电话目录electric razor 电动剃须刀slippers 拖鞋glass 水杯ball-pen 圆珠笔ashtray 烟灰缸aerogram 航空邮件match 火柴tea table 茶几curtain 窗帘questionnaire 意见书brochure 酒店简介stationery folder 文件夹air mail envelope 航空信封service directory 服务指南letter paper 信纸blackout drape 遮光窗帘cloth brush 衣刷desk 写字台shoe-horn 鞋拔
42、mirror 镜子clothes hanger 衣架carpet 地毯rubbish bin 垃圾桶sewing kit 针线包toilet 卫生间quality executive 行政楼层refrigerator 冰箱chair 椅子sofa 沙发stepping pad 垫脚凳safety box 保险箱painting 壁画shoe brush 鞋刷alarm clock 闹钟tv remote control 遥控器table lamp 落地灯scissors 剪刀toilet paper 卫生纸tissue 面巾纸客房基本用语1、Housekeeping,may I come in
43、?客房服务员，我可以进来吗？2、leave your laundry in the laundry bag.请把要洗的东西方在洗衣袋中。 3、I hope Im not disturbing you.我希望没有打扰您。4、One moment.madam.Ill bring them to you right away.等一会儿，夫人。我马上送来。5、Ill send for an electrician(doctor,)我给您请电工（大夫）6、Imsorry,but we dont have the special equipment mecessary.抱歉，我们没有所需的特别设备。7、I
44、f you dont want to be disturbed,youd better press the “dont disturb”key on the bedside controls.如果您不想被打扰，您最好按床头的“请勿打扰”键。8、There are several kinds in the mini-bar,please help yourself to them.the cost of drinks youve had will be added to your account.冰箱里有饮料，请随便用，用后统一结帐。9、Im afraid you have to pay it
45、according to the hotel policy.根据酒店规定，恐怕您得赔偿。10、Youd better check your laundry.您最好查看一下洗好的衣服。11、May I know your name and room number?您能告诉我您的名字和房号吗？12、A repairman will come and check it right away.修理工马上回来检查。13、When would you like me to chean your room,sir?您要我什么时间来为您整理房间，先生？14、May I clean your room now?
46、我现在可以清理您得房间了吗？15、Our hotel has wery good room service.我们酒店的送餐服务非常优良。16、 Exsuse me.Have you any laundry?对不起，请问有没有要洗的衣服？17、Please tell us or notify in the list whether you need your clothes ironed,washed,dry-cleaned or mended also what time you want to get them back.请告诉我们或在洗衣单上写明您的衣服是否需要熨烫，水洗，干洗或缝补，还要
47、写明何时需要取衣服。18、But would you like express service or same-day?不过，您是要快洗服务还是当日取？19、Please get contact with the service counter.The clerks there deal with room changing.请你到服务台去办理换房手续。第四部分 餐饮英语(food&beverage service)Coffee pot 咖啡壶Coffee cup 咖啡杯Paper towel 纸巾napkin 餐巾table cloth 桌布tea-pot 茶壶dish 碟plate 盘sa
48、ucer 小碟子rice bowl 饭碗chopsticks 筷子soup 汤spoon 匙knife 餐刀cup 杯子glass 玻璃杯fruit plate 水果盘fruit knife 水果刀fork 叉子cruet 调味瓶toothpick 牙签ice candy 冰棒straw 吸管breakfast 早餐lunch 午餐supper 晚餐dinner 正餐sakty 咸的fresh 鲜的sour 酸的sweet 甜的tart 涩的bitter 苦的fried 油煎的crisp 松脆的smoked 烟熏的meat diet 荤菜vegetables 素菜local dish 地方菜Cantonese cuisine 广东菜Typical lical dish 风味菜French cuisine 法国菜Todays special 今日特餐Chefs special 主厨特餐buffet 自助餐fast food 快餐specialty 招牌菜餐饮基本用语：1、Sit down,please.Here is the menu.
