前厅部英语培训教材

前厅部英语培训教材目录

1.                 酒店通用英语…………………………………………（１）

a)        常用句型

b)        部门英语名称

2.     迎宾用语………………………………………………（２）

a)        常用句型

3.        客房预定………………………………………………（２）

a)        基本词汇

b)        常用句型

c)        样本对话

4.                 前厅接待………………………………………………（３）

a)        基本词汇

b)        常用句型

c)        样本对话

5.                 商务中心………………………………………………（５）

a)        基本词汇

b)        常用句型

c)        样本对话

6.                 结账退宿………………………………………………（７）

a)        基本词汇

b)        常用句型

c)        样本对话

7.                 附录……………………………………………………（９）

I.        前厅部常用词汇

a)        服务台常用词汇

b)        电讯服务

II.     前厅部组织架构英汉互译

III. 月份、星期、数字表达

 

 

 

酒店通用英语

 

1、常用句型：

答谢语 Thanks

1.        非常感谢。Thank you very much.

2.        不客气。You are welcome.

道歉语 Apologies

3.        对不起。I’m sorry.

4.        劳驾。Excuse me.

5.        抱歉让您久等了。Sorry to have kept you waiting.

6.        我没明白您的意思，我马上请我们经理过来。I don’t understand. I’ll get the manager.

7.        没关系。That’s all right.

8.        我马上就办。I will do it right away.

9.        听到这件事我很抱歉。I’m sorry to hear that.

提醒用语 Notice

10.    请小心。Please be careful.

11.    别担心。Don’t worry.

12.    放心好了。Take it easy.

13.    请稍等。Just a moment, please.

提供帮助Offering Help

14.    请走这边。This way, please.

15.    能请您跟我走吗？Could you please follow me?

16.    洗手间在那边。The rest room is over there.

再见&祝福用语Parting & Good wishes

17.    明天见. See you tomorrow.

18.    祝你们玩得愉快!Have a good time

19.    圣诞快乐.Merry Christmas!

20.    新年/中秋节/生日快乐！Happy New Year/Mid-Autumn Day/Birthday!

 

2、酒店部门英语名称 ：

1． Executive Office行政办公室

2． Human Resources Dept.人力资源部

3． Front Office前厅部

4． Housekeeping Dept.客房部

5． Food & Beverage Dept.餐饮部

6． Recreational Dept.康乐部

7． Financial Dept.财务部

8． Sales Dept.销售部

9． Purchase Dept.保安部

10．Engineering Dept.工程部

 

 

 

迎宾用语

1、常用句型

1.        您好。How do you do.

2.        您好吗？How are you?

3.        早上（下午、晚上）好。Good morning, (afternoon, evening).

4.        欢迎光临君家酒店。Welcome to King-house hotel.

5.        欢迎入住我们酒店。Welcome to stay in our hotel.

6.        希望您住店愉快。Hope you’ll enjoy your staying here.

 

客房预定

1、基本词汇

reserve预定     hold the line不挂断    single单个的   twin一对的

double一双的    availability可用性    per每一的    unguaranteed无担保的       American Express 美国运通卡   scheduled如期的

2、常用句型

1.        您好，客房预定部，请问有什么可以帮助您？

Good morning, Room reservations. May I help you?                                                               

2.        我想预定一个房间。

Yes, I’d like to reserve a room.

3.        谢谢您，要定在什么时候吧？您一行有多少人？

Thank you, sir. For which date and how many guests will there be in your party?

4.        四月16日到20日。只有我和我太太。

From April 16th to 20th, Just my wife and myself.

5.        请别挂断好吗？

Could you hold the line, please?

6.        我来查一下是否有空房间。

I’ll check our room availability.

7.        您能告诉我您的姓名和电话号码吗？

May I have your name and phone number, please?

8.        您想要什么样的房间？

What kind of room would you prefer?

9.        您希望住几晚？

How many nights do you wish to stay?

10.    让您久等了，先生/女士。

Thank you for waiting, sir/ma’am.

11.    单人房/双人房每晚**人民币。

A single room/a twin room (a double room)is **RMB.

3、样本对话

R=Reservation Clerk G=Guest

R: Good morning. Room Reservation .May I help you?

G: Yes, I’d like to reserve a room.

R: Thank you, sir. For which date and how many guests will there be in your party?

G; From April 16th to 20th. Just my wife and myself.

R: A twin, please.

G:Could you hold the line, please? I’ll check our room availability.(After a while)Thank you for waiting, sir. We have a twin room at US$180 per night, will that be right?

G: Ok, I’ll take it.

R: Thank you, sir. May I have your name and you phone number, please?

G: Sure. My name is Li Fang, and my phone number is 13615500547.

R: Mr. Li, phone number is 13615500547…Excuse me, how do you spell your first name?

G: It’s L,I.

R: L,I. thank you, Mr. Li. May I know your arrival time on April 16th?

G: Around 9:00p.m..

R: Mr. Li, for the unguaranteed reservation, we can only hold the room by 6:00p.m., because it is the peak season now. If you make a guaranteed reservation, we can hold the room overnight. Would you like to make a guaranteed reservation by credit card?

G: Fine, Do you accept American Express?

R: Yes. May I know the number?

G: It’s 134986.

R: Thank you, Mr. Li. You ‘ve made a guaranteed reservation at the ChuZhou King-house hotel, from April 16th to 20th for 5 nights. If you can’t arrive as scheduled, please inform us before p.m. on April 16th. Thank you for calling and we look forward to serving you.