酒店英语课件.ppt

1、*在酒店里所使用的英语会话，基本上是属于商业英语，与日常生活会话中所使用的英语略有不同，较注重礼节。概述*非正式英语非正式英语正式英语正式英语Whats your name?May I have your name?您贵姓？请问您贵姓大名？Do you want some tea?Could you like some tea?您要喝茶吗？请问您想喝茶吗？Over here,please.Could you come this way please?这边请。请您往这边走好吗？*u 不说不说OK,Sure,Yeah等，而要说等，而要说Certainly,Sir.u Hey,uh-huh,Hang

2、 on 等，也不适合在酒店中使用等，也不适合在酒店中使用。u 别说别说“I dont know.”回答回答“不知道不知道”是非常不礼貌的说法是非常不礼貌的说法。可以说可以说“just a moment,please.Ill check that for you.”（请稍候，我来帮您确认），然后请有能力处理的（请稍候，我来帮您确认），然后请有能力处理的 人前来协助。人前来协助。u 对男性客人，尊称为对男性客人，尊称为Sir;面对女性客人时尊称为面对女性客人时尊称为Ms.注意 u 在招呼客人时，最好说在招呼客人时，最好说“Excuse me,Sir(Ms)”,不要直接不要直接 称呼称呼Mr.或或M

3、s.至于称呼小孩，可以直接使用至于称呼小孩，可以直接使用Excuse me，但是不可以直接称呼但是不可以直接称呼boy或或girl.*基本待客英语基本待客英语基本句型基本句型 招呼语招呼语 回答回答 May I.?Could you.?Would you.?Shall I.?*May I.自己要做什么事时自己要做什么事时，使用May I.p May I have your name,please?p May I see your passport,please?p May I know your nationality,please?国籍国籍*Could you.麻烦客人时，可使用Could

4、you.p Could you fill out the form,please?p Could you write that down,please?p Could you draft the fax,please?p Could you hold the line,please?*Would you.询问客人的喜好或做什么时，使用Would you.p Would you like tea or coffee?p Would you like to take a taxi?p Would you mind sitting here?*Shall I.提供建议协助、征求意见时，可使用Shal

5、l I.p Shall I draw the curtains?p Shall I draw you a map?p Shall I make the reservation for you?*Good morning.Good afternoon.Good evening.Good morning,sir.Are you checking-out?Good afternoon,sir.Welcome to LI JIA Hotel.Good evening,Ms.May I help you?Good morning,sir.This is the Front Desk.May I help

6、 you?招呼语 中午之前中午至下午六点以前下午六点过后*回答 一般性的回答 u I see,sir.u Certainly,sir.请对方再等一会儿 u Just a moment,please.u Thank you for waiting.u I am very sorry to have kept you waiting.u Could you wait a little longer,please?*要麻烦客人或是拒绝客人的要求 u I am afraid I cant do that.u Excuse me,sir.Please let me pass.道歉u I am very

7、sorry for the delay.u I am very sorry for the inconvenience.u I would like to apologize for the mistake.回答*客人对自己说“Thank you.”时回答 u You are welcome.u Thank you very much.u Thank you,sir.交给客人某些东西时，可以说 u Here you are.u Here is your room key.u Here it is.回答*当客人准备离开时u Have a nice day.u Please enjoy your

8、stay u We hope to see you again soon.当客人的英语难以理解时u PardonPardon me?u I beg your pardon?u Could you repeat that,please?回答*B=行李服务员（Bellman）C=服务员(Clerk)H=客房服务员（Housekeeping）BC=领班（Bell Captain）G=客人（Guest）To the Front Desk.带客人到柜台 练习一*B:Good evening,Ms.Welcome to China-trust Hotel.G:Thank you.B:How many pi

9、eces of luggage do you have?G:Just this three.B:Two suitcases and one bag.Is that right?G:Yes.Thats all.B:Ill show you to the Front Desk.This way,please.Ill put your bags by the post over there.G:I see,thanks.B:A bellman will show you to your room when you have finished checking-in.G:OK.Fine.B:Pleas

10、e enjoy your stay.*Guest:Hello,Id like to check in please.Hotel staff:Certainly.Can I have the name please?Guest:Mr Harold Smith.Harold Smith。Hotel staff:Ok,Are you checking out tomorrow?Guest:Yes,I am.Thats right.Hotel staff:Will you need a wake up call,sir?Guest:Yes please.At 6.30am.Hotel staff:Ok

11、 then,your room is 502 on the fifth floor.Breakfast is served between 6.30am and 9am.Enjoy your stay.Guest:Thank you.练习二*What name is the reservation under,please?Could Ihave your passport and credit card,please?Do you have a reservation？Sorry to keep you waiting,sir.Ill check if there is a room ava

12、ilable.Itll take one minute,sir.Would you like a single room or a double room?You can also get a safe deposit box at our front desk,sir.You rang for a laundry service?You are welcome.I hope you have a pleasant stay.*Would you please fill out this regisration card?This way,please.After you,sir.Staff 员工 Stuff 材料，衣物*Regisration card 登记卡 Put away 放置，wardrobe w:drub 衣柜 In-room safe 室内保险箱 Safe deposite box 保险箱 Valet service 送洗服务 Wash and press 洗熨 Stain 污点，瑕疵 Guarantee 担保，保证 Limosine n.豪华轿车；大型豪华轿车*