DOC《员工英语手册》

员工英语手册 Haiyatt Garden Hotel Houjie Staff English Handbook 培训部 编Edited By Training Office Contents 目录Part One Elementary English 公共英语 Ⅰ Courtesy Service English 礼仪英语…01 Ⅱ Hotel Facilities 酒店设施…03 Ⅲ Situational Responses情景应答…04 Part Two Service 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 Restaurant&

Teppanyaki 意餐及铁餐.

13 The Bar酒吧…15 Key Words重要单词…18

3、Housekeeping管家部…22

4、The Spa&

Health Club 桑拿及健康中心…26 Part Three Departments And Positions 酒店部门和职位名称 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) PART I Elementary English for Hotel Staff Courtesy Service English 礼仪英语 欢迎和问候语 Greetings Good morning (afternoon, evening), sir (madam).早上(下午、晚上)好,先生(夫人) How do you do? 您好!(初次见面) How do you do? 您好! Glad to meet you. 很高兴见到您. How are you? 您好吗? Fine, thanks. And you? 好的,谢谢,您呢? Welcome to our hotel (restaurant). 欢迎到我们酒店(餐厅)来. 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) 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) Have a good time! 祝您过得愉快! 电话用语 Terms of Telephone Good morning, Front Desk. Can I help you? 早上好, 前厅.请问有什么可以帮到您的? Sorry, I'

ve dialed the wrong number. 对不起,我拨错号了. 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. Hold on ,please. 请稍等. Sorry. He is not in at the moment. 对不起,他现在不在. Would you like to leave a message? 您要留口信吗? 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 Congratulations 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 nice holiday! 节日快乐! Wish you every success! 祝您成功! 答谢和应答语 Thanks and Responses 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). It'

s very kind of you. 您真客气. You are welcome. 不用谢. Not at all. 不用谢. Don'

t mention it. 不用谢. It'

s my pleasure. 非常高兴为您服务. I'

m glad that I can help.很高兴能帮到您. I'

m always at your service. 乐意为您效劳. Thank you for staying in our hotel. 感谢您在我们酒店下榻. 道歉语 Apologies I'

m sorry. 很抱歉. Excuse me. 对不起. I'

m sorry. It'

s 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. I'

m sorry about this. 我对此表示抱歉. I do apologize for this. 我为此道歉. Let'

s forget it. 算了吧. 征询与应答语 Requests &

Responses 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. 请稍等一下. I see. 我明白了. All right. 好的. That'

s fine. 好极了. Yes, of course./ Certainly./Sure. 当然可以. 指路用语 Giving Directions It'

s on the second (third) floor. 在二

(三)楼. Turn left/right. 往左/右转. This way, please. 请这边走. I'

ll show you the way. 我带您走. It'

s at the end of the corridor. 在走廊尽头. It'

s in the lobby near the main entrance.. 在大厅靠近大门. 提醒用语 Remind Terms Mind (Watch) your step. 请走好. Please be careful. 请当心. Don'

t worry. 别担心. Take it easy. 放心好了. Please don'

t leave anything behind.请别遗忘您的东西. 告别用语 Partings Good-bye. 再见. See you later.一会见. Good night. 晚安. Good-bye and hope to see you again. 再见,希望再见到您. 酒店设施 Hotel facilities 酒店名称:厚街海悦花园大酒店 NAME:Haiyatt Garden Hotel, Houjie 酒店总机/Tel.:(86-769)5885888 酒店传真/Fax.:(86-769)5831837 邮编/P.C. :523960 地址/Address: Houjie E.Ave. Houjie Town. Dongguan City, Guangdong Province 网址/Website:http://www.haiyatthoujie.com 电子邮箱/E-mail:[email protected] A栋:Tower A 一楼/1F 菲菲酒廊 The Africa Deck 大堂副理 Assistant Manager 前台接待处 Reception Counter 商务中心 Business Center 礼宾部 Concierge 收银处 Cashier 商场 Boutique 意大利复合餐厅 Romanzo Italian Restaurant 二楼/ 2F 悦中餐厅 Yue Chinese Restaurant 三楼/3F 竹村日本料理 Takemura Japanese Restaurant 石坊铁板烧 Teppanyaki 四楼/4 F 健康中心 The Spa 桑拿及蒸汽浴: Sauna &

Steam 游泳池 Swimming Pool 健身房 Gymnasium 五楼/5 F及以上 客房 Guest Rooms &

Suites

七、九楼/

7、9F 无烟楼层 Non-smoking Floor 九楼 /9 F 仕女楼层 Ladies Floor 十楼 10F 总统套房 President Suite B栋: Tower B 二楼/1,2F 停车场 Parking Lot 三楼/3F 娱乐部 KTV 雪茄吧 Cigar Bar 四楼/4F 国际宴会厅 Banqueting Hall 五楼/5 F及以上 客房 Guest Rooms &

Suites C栋:Tower C 五楼/5 F 客房 Guest Rooms &

Suites 六楼/6F 行政办公室 Executive Office

三、Situational Responses 情景应答 饭店员工必用词汇 Please. 请. Excuse me. 对不起. Pardon? 对不起,请您再说一遍好吗? I'

m very sorry. 非常抱歉. Thank you. 谢谢. 听见或遇到对客人不利的事时: I'

m sorry to hear that. I hope you will get better soon. 听到这个我很遗憾,我希望您很快会好起来. I'

m sorry to hear that. Take it easy today. 听到这个我很遗憾,今天您可别着急. 客人碰到意外时: I hope you did not hurt yourself. 我希望您没有受伤. Are you hurt? / Did you hurt yourself? 您伤着没有? 离开客人时: Have a nice day. 祝您今天过得愉快. Have a good weekend. 祝您周末快乐. 当客人要什么东西时: Certainly, sir. If you can excuse me, I'

ll fetch it. 好的,先生.如果您能允许我离开的话,我去把它拿来. Yes, sir. It'

s no problem. 好的,先生.这不成问题. Here you are, sir. 这儿就是,先生. Just a moment, please, miss. I'

ll go and get it right away. 小姐,请稍候片刻. 我马上给您去拿来. Immediately, madam. 夫人,我马上去拿来. Sorry to have kept you waiting. 很抱歉让您久等了. 给客人让路时: After you/ you first, madam/sir. 夫人/先生,您先请 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? May I come through, please? 请问我可以穿过去吗? 通过之后: Thank you, madam. 谢谢您,夫人. 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, please. 请原谅. 偶然碰撞客人时: I beg your pardon. 请您原谅. 当客人询问是不是可以拿某物时: Certainly, sir/madam. Let me help you. 当然可以,先生.让我来帮您. Yes, sir. Allow me. 是的,先生,请允许我来帮您. Go ahead, please. You'

re welcome. 请拿吧,您可以随意使用. Take mine, madam. 请用我的,夫人. 看见客人在搬椅子等或需要帮助时: Allow me, madam. 请允许我帮您,夫人. Let me take that, sir. 让我来拿,先生. 当客人送东西给你时: 可以接受: It'

s very kind of you. I don'

t know how to thank you properly. You really shouldn'

t have. 您真好.我不知道怎样谢您才好.您真的不必那么客气. 婉言谢绝: Thank you, but we are not 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 can'

t accept. 十分感谢,不过我不能接受. 当中断和客人的交谈时 Excuse me. I have to serve that guest. 请原谅,我得去照料那位客人. I'

m sorry, sir, I'

ve got to go . Nice talking with you. 很抱歉,先生,我必须走啦.和您谈话真令人愉快. Will you excuse me, please? 抱歉. 当外宾对你解释什么事情时: I see. 我明白. Yes, I see. 是的,我明白. 如果同意他的话: That'

s true. 确实这样. Yes, exactly. 完全如此. 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? 当客人因为自己动作慢、手脚不灵或残疾而感到困窘时: Please take your time, sir, There'

s no hurry. 请慢慢来,先生.不用忙. Don'

t worry, madam. We'

ll see to it. 不必担心,夫人.我们会料理的. Don'

t worry, sir. We'

ll clean it up. 不必担心,先生.我们会把它收拾干净的. 当请客人签字,询问等而不得不打断他的谈话时: Excuse me, sir. May I have your room number? 请原谅,先生,您的房间号码? Excuse me for interrupting. 请原谅我打断您. Would you spare me a few minutes, please? 我可以占用您一些时间吗? May I speak to you for a moment, madam? 我可以和您谈一会儿话吗,夫人? Would you please sign this? 请您在这里签字好吗? 当人手短缺而外宾需要服务时: I'

ll b........