酒店基础英语
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The Hotel English
By Eragon Kang
欢迎大家!
Welcome to our class!
Ibis Hotel 宜必思
宜必思是法国雅高酒店集团旗下的经济型酒店品牌。宜必思酒店遍布世界四十个国家和地区,900多家连锁酒店,宜必思在极具竞争力的价格下提供高标准的高质住宿与服务。精心
设计
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的全装修卧室套间、7天24小时全天候的主要酒店服务以及现场饮食选择。
Etiquette 酒店礼仪
关于礼仪
What is etiquette?
礼貌-言行举止
仪
表
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-穿着打扮
专业-专业的服务
得体-不冷漠、不过分、不做作
周全-服务到位、照顾周全
Tips 小贴士:
☆在面对语言不通的外籍人士时,一定要多加利用手势和肢体语言。
☆用短句,简化自己的英语表达从而避免错误。
Items 内容
Greeting 问候与欢迎
Direction 指路与带领
Thanks 感谢与回答
Apologies 致歉与答复
Check in 入住
Check out 退房
Farewell 道别
Part one 问候与欢迎
Good morning. (用于中午以前)
Good afternoon. (用于中午至下午六点以前)
Good evening. (用于下午六点过后)
Hello/Hi! 您好!
How are you? 您好吗?
Glad/nice to meet you. 见到您很高兴。
Welcome to our hotel. 欢迎到我们的酒店来!
Nice to meet you again.很高兴再次见到您。
Have a good rest. 祝您休息好!
Part one 问候与欢迎
情景1:当国外客人来到大门前/前台时……
1. Hello, sir! Welcome!
先生您好,欢迎!
2. Good afternoon, sir! Welcome to Ibis Hotel/our hotel!
下午好先生,欢迎光临宜必思酒店!
3. Good evening, Ms. Nice to meet you in our hotel. May I help you?
晚上好小姐,欢迎光临,请问我能为您服务吗?
Part two 指路与带领
Follow me, please. 请跟随我来。
This way, please. 这边请。
It’s over there. 在那边。(用手指明方向)
Walk straight ahead. 一直往前走。
Turn left/right. 往左/右转。
Go upstairs/downstairs. 上/下楼。
Please go to the 2nd floor. 请到2楼。
Part TWO 指路与带领
情景2:当国外客人需要前台带领或指明到某处时……
客人:Excuse me, where’s the toilet/restroom please? 请问洗手间在哪儿?
回答:It’s over there. Turn right at the corner, please. 在那边,前面角落处右转。
或:Please go to the 2nd floor. You’ll see it after you get off the elevator. 请您上2楼,出电梯就可以看到。
客人:Thank you. 谢谢!
回答:My pleasure./You are welcome. 不客气
1. …在哪里?
Where is
/Where’s…?
2. 卫生间/洗手间
toilet/restroom
/washroom/water closet
3. 角落
Corner
4. 左/右转
Turn left/right
Useful Words 常用词回顾
5. 楼层/地面
Floor
一/二/三…楼
First/second/third floor
1st/2nd/3rd/4th…
6. (从)…下来
Get off
7. 电梯
Elevator/lift
Part three 感谢与回答(一)
如何表达感谢?
Thank you (so/very much).
谢谢您(非常感谢)。
Thanks a lot.多谢。
Thank you for coming. 谢谢您的光临。
Thank you for staying in our hotel. 感谢您在我们饭店下榻。
Thanks for your help. 谢谢你的帮助。
I’m very grateful to you. 非常感谢您。
Part three 感谢与回答(二)
感谢的应答:
You are welcome./Welcome! 不用谢。
My pleasure./With pleasure. 乐意效劳。
Don’t mention it. 何足挂齿。
It’s very kind of you./You are so kind.您真客气。
Part three 感谢与回答(三)
情景3:当国外客人向你表示感谢,要懂得接受他的谢意……
客人:Thank you! (Thanks a lot!)
回答:My pleasure!
我的荣幸
或 : You’re welcome!
不客气
Part four 致歉与答复(一)
真诚及时的道歉有时会很好的缓和尴尬气氛……
Excuse me. 请原谅/打扰一下
I’m sorry./Sorry. 对不起
I’m awfully/really sorry. 我真的很抱歉。
It’s my fault. 这是我的错。
I apologize./I apologize for you/it/this.
我抱歉。/我向你道歉。
Part four 致歉与答复(二)
道歉的答复:
That’s all right. 这没什么。
That’s/It’s OK. 没事。
It doesn’t matter. 没关系。
Never mind. 不要紧,没关系。
Let’s forget it./Forget about it./Forget it. 算了吧!
Part five 入住(一)
情景4: 询问是否有预订……
问:Did you have a reservation with us? /Did you make a reservation, please? 您有预订吗?
客人: No, I just arrived in this place.没有,我刚到这里。
回答:We have single rooms, double rooms, suites and luxury suites in our hotel. 我们有单间、双人间、套间和豪华套间。
What kind of room would you like/prefer? A single room or a double room? 您需要哪种房间?单人房还是双人房?
客人: I want a single room with window. 单人间,有窗户
回答:I’m sorry, we don’t have any single rooms left/all single rooms have been booked, would you like a double room? 对不起,我们没有单间了,双人间可以吗?
客人:Yes, please. 可以。
1. 预订
Reservation/book
Make/have a reservation进行预订
2. 到达
arrive
3. Single room 单间
double room 双人间
suite 套间
luxury suite 豪华套间
4. Like 喜欢/像……
prefer 更喜欢(比较级)
Useful Words 常用词回顾
5. 窗户
Window
6. 留下/离开
Leave
7. ☆英语中的肯定答复
Yes, please./Yep.
OK, sir.
Certainly, sir.
Sure.
Sure thing.
Exactly.
Sure, go ahead.
Sure, no problem.
Part five 入住(二)
情景5: 询问入住天数、人数……
问:How long do you plan/expect to stay?/How many days will you stay? 请问需要住几天?
客人:Two days, please.住两天。
回答:OK. How many people are there, please? 您一起有几个人?
客人:Only myself. 只有我一个人。
回答: OK, sir. Please wait a moment/second.好的,请稍等。
1. 多久……
How long…
2. 多少……
How many…
3. 待/留/保持
Stay
4.
计划
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plan
Useful Words 常用词回顾
5. 期望/想做……
Expect
6. 等待
Wait
Wait a moment/second/minute. 稍等一下
Part five 入住(三)
情景6: 询问房价……
客人:What’s the room rate today? 今天房价多少?
回答:The price of a single room is 170 RMB per day./The single room rate is 170RMB per day.单间的房费是每天170元。
客人:OK, I’ll take it for two nights. 一个单人间,住两晚。
回答:Sure, no problem. Thank you very much, sir. 没问题,先生。非常感谢。
1. 房价
Room rate/price
2. ……多少钱?
How much…
What’s the price of…
3. 人民币 RMB
4. 折扣 discount
Could you give me any discount?有折扣吗?
Useful Words 常用词回顾
Part five 入住(四)
Could you give me your passport?/May I have your passport, please? 麻烦出示一下您的护照。
Your room number is 246 on the second floor. 您的房号是二楼的246室。
Here’s your key card/room card. 这是您的房卡。
You may keep the room till 2PM./You’ll have to leave/vacate your room by 2PM. 您可以将房间保留到下午2点。
Do you need a morning/wake-up call, please? 需要叫早服务吗?
We have breakfast for free on 2nd floor each morning from 7:30-9:30. 早餐免费,每天上午7:30到9:30在2楼。
1. 护照
passport
2. 房号
Room number
No./#
3. 房卡
Room card/key card
Useful Words 常用词回顾
4. 点/整点
O’clock
2 o’clock 2点钟
6. 离开
Leave
7. 空出,搬出
Vacate
8. 免费
For free/free
Western
Restaurant
中餐厅
Chinese
Restaurant
西餐厅
Coffee
Shop
咖啡厅
Bar
酒吧
Parking
停车场
P
Business
Center
VISA
Credit Card
信用卡
Conference Room
会议室
商务中心
Luggage Service
行李服务
safe deposit box/safety box
保险箱
morning/wake up call
叫醒服务
Night Club
夜 总 会
Tennis courts
Swimming Pool
Sauna
桑拿浴
洗衣服务
Laundry Service
Part six 道别
情景7:客人退房后说再见:
1. See you, sir!/Hope to see you next time!
期待下次光临!
2. Goodbye!/Bye for now! 再见!
3. Have a nice afternoon/evening/day!
祝您下午/晚上/一天愉快!
4. We wish you a pleasant journey.
祝您旅途愉快!
Useful Words 常用词回顾
2. 祝您有个愉快的…
Have a nice/good afternoon.
Have a nice/good day.
Have a nice/good evening.
Have a nice/good weekend.
祝您… wish you…
旅途 trip/journey
1. 再见
Goodbye.
Bye.
Bye for now.
See you.
See you tomorrow.
See you next time.
Farewell.
ROLE PLAY!
角色扮演
谢谢大家!
Thank you!