酒店基础英语培训课件

酒店基酒店基础英英语培培训 The Hotel EnglishBy Eragon Kang1 1欢迎大家！迎大家！Welcome to our class!2 2Ibis Hotel 宜必思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。3 3Etiquette 酒店礼仪酒店礼仪关于礼仪关于礼仪What is etiquette?礼貌言行举止礼貌言行举止仪表穿着打扮仪表穿着打扮专业专业的服务专业专业的服务得体不冷漠、不过分、不做作得体不冷漠、不过分、不做作周全服务到位、照顾周全周全服务到位、照顾周全Tips 小贴士小贴士:在面对语言不通的外籍人士时，一定要多加利用手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。势和肢体语言。用短句，简化自己的英语表达从而避免错误。用短句，简化自己的英语表达从而避免错误。4 4Items 内容内容 Greeting Greeting 问候与欢迎问候与欢迎 Direction Direction 指路与带领指路与带领 Thanks Thanks 感谢感谢与回答与回答 Apologies Apologies 致歉与答复致歉与答复 C Checkheck in in 入住入住 Check out Check out 退房退房 Farewell Farewell 道别道别5 5PART ONE 问候与欢迎问候与欢迎Good morning.(用于中午以前用于中午以前)Good afternoon.(用于中午至下午六点以前用于中午至下午六点以前)Good evening.(用于下午六点过后用于下午六点过后)Hello/Hi!您好！您好！How are you?您好吗？您好吗？Glad/nice to meet you.见到您很高兴。见到您很高兴。Welcome to our hotel.欢迎到我们的酒店来！欢迎到我们的酒店来！Nice to meet you again.很高兴很高兴再次见到您。再次见到您。Have a good rest.祝您休息好！祝您休息好！6 6PART ONE 问候与欢迎问候与欢迎情景情景1：当国外客人来到大门前当国外客人来到大门前/前台时前台时1.Hello,sir!Welcome!先生先生您好您好，欢迎，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！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，晚上好小姐，欢迎光临，欢迎光临，请问我能为您服务吗？请问我能为您服务吗？7 7PART TWO 指路与带领指路与带领 Follow me,please.请跟随我来。请跟随我来。This way,please.这边请。这边请。Its over there.在那边。（用手指明方向）在那边。（用手指明方向）Walk straight ahead.一直往前走。一直往前走。Turn left/right.往左往左/右转。右转。Go upstairs/downstairs.上上/下楼。下楼。Please go to the 2nd floor.请到请到2楼。楼。8 8PART TWO 指路与带领指路与带领情景情景2：当国外客人需要前台带领或指明到某处时当国外客人需要前台带领或指明到某处时客人：客人：Excuse me,wheres the toilet/restroom please?请问洗手间在哪儿？请问洗手间在哪儿？回答：回答：Its over there.Turn right at the corner,please.在那边在那边，前面角落处右转。，前面角落处右转。或：或：Please go to the 2nd floor.Youll see it after you get off the elevator.请您上请您上2楼，出楼，出电梯就可以看到。电梯就可以看到。客人：客人：Thank you.谢谢！谢谢！回答：回答：My pleasure./You are welcome.不客气不客气9 91.1.在哪里？在哪里？Where isWhere is/Wheres?/Wheres?2.2.卫生间卫生间/洗手间洗手间toilet/restroomtoilet/restroom/washroom/water closet/washroom/water closet 3.3.角落角落CornerCorner4.4.左左/右转右转Turn left/right Turn left/right Useful Words 常用词回顾常用词回顾5.5.楼层地面楼层地面FloorFloor一二三一二三楼楼F Fi irst/second/thirdrst/second/third floorfloor1s1st/2nd/3rd/4tht/2nd/3rd/4th6.6.（从）（从）下来下来GetGet offoff7 7.电梯电梯Elevator/liftElevator/lift1010PART THREE 感谢与回答（一）感谢与回答（一）如何表达感谢？如何表达感谢？Thank you(so/very much).谢谢您（非常感谢）。谢谢您（非常感谢）。Thanks a lot.多谢。多谢。Thank you for coming.谢谢您的光临。谢谢您的光临。Thank you for staying in our hotel.感谢您在我们饭感谢您在我们饭店下榻。店下榻。Thanks for your help.谢谢你的帮助。谢谢你的帮助。Im very grateful to you.非常感谢您。非常感谢您。1111PART THREE 感谢与回答（二）感谢与回答（二）感谢的应答：感谢的应答：You are welcome./Welcome!不用谢。不用谢。My pleasure./With pleasure.乐意效劳。乐意效劳。Dont mention it.何足挂齿何足挂齿。Its very kind of you./You are so kind.您您真客气。真客气。1212PART THREE 感谢与回答（三）感谢与回答（三）情景情景3：当国外客人向你表示感谢，要懂得接受他当国外客人向你表示感谢，要懂得接受他的谢意的谢意客人客人：Thank you!(Thanks a lot!)回答：回答：My pleasure!我的荣幸我的荣幸或或 :Youre welcome!不客气不客气1313PART FOUR 致歉与答复（一）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真诚及时的道歉有时会很好的缓和尴尬气氛 Excuse me.请原谅请原谅/打扰一下打扰一下 Im sorry./Sorry.对不起对不起 Im awfully/really sorry.我真的很抱歉。我真的很抱歉。Its my fault.这这是是我的错。我的错。I apologize./I apologize for you/it/this.我抱歉。我向你道歉。我抱歉。我向你道歉。1414PART FOUR 致歉与答复（二）致歉与答复（二）道歉的答复道歉的答复：Thats all right.这没什么这没什么。Thats/Its OK.没事。没事。It doesnt matter.没关系。没关系。Never mind.不要紧，没关系。不要紧，没关系。Lets forget it./Forget about it./Forget it.算算了吧！了吧！1515PART FIVE 入住（一）入住（一）情景情景4 4:询问询问是否是否有有预订预订问：Didyouhaveareservationwithus?/Didyoumakeareservation,please?您有预订吗？客人：No,Ijustarrivedinthisplace.没有，我刚到这里。回答：Wehavesinglerooms,doublerooms,suitesandluxurysuitesinourhotel.我们有单间、双人间、套间和豪华套间。Whatkindofroomwouldyoulike/prefer?Asingleroomoradoubleroom?您需要哪种房间？单人房还是双人房？客人：Iwantasingleroomwithwindow.单人间，有窗户回答：Imsorry,wedonthaveanysingleroomsleft/allsingleroomshavebeenbooked,wouldyoulikeadoubleroom?对不起，我们没有单间了，双人间可以吗？客人：Yes,please.可以。16161.1.预订预订Reservation/bookReservation/bookMake/haveMake/have a a reservationreservation进行预订进行预订2.2.到达到达arrive arrive 3.Single3.Single roomroom 单间单间 doubledouble room room 双人间双人间 suite suite 套间套间 luxuryluxury suite suite 豪华豪华套间套间4.4.Like Like 喜欢像喜欢像 prefer prefer 更喜欢（比更喜欢（比较级）较级）Useful Words 常用词回顾常用词回顾5.5.窗户窗户WindowWindow6.6.留下离开留下离开LeaveLeave7 7.英语中的肯定答复英语中的肯定答复Yes,Yes,please./Yep.please./Yep.O OK,K,sir.sir.Certainly,Certainly,sir.sir.Sure.Sure.Sure Sure thing.thing.ExactlyExactly.Sure,Sure,g go o aheadahead.Sure,Sure,n no o problem.problem.1717PART FIVE 入住（二）入住（二）情景情景5 5:询问询问入住天数、人数入住天数、人数 问：Howlongdoyouplan/expecttostay?/Howmanydayswillyoustay?请问需要住几天？客人：Twodays,please.住两天。回答：OK.Howmanypeoplearethere,please?您一起有几个人？客人：Onlymyself.只有我一个人。回答：OK,sir.Pleasewaitamoment/second.好的，请稍等。18181.1.多久多久HowHow longlong2.2.多少多少HowHow manymany3 3.待留保持待留保持StayStay 4.4.计划计划planplanUseful Words 常用词回顾常用词回顾5.5.期望想做期望想做ExpectExpect 6.6.等待等待WaitWaitWaitWait a a moment/second/minute.moment/second/minute.稍等一下稍等一下1919PART FIVE 入住（三）入住（三）情景情景6:询问房价询问房价客人：Whats the room rate today?今天房价多少？回答：Thepriceofasingleroomis170RMBperday./Thesingleroomrateis170RMBperday.单间的房费是每天170元。客人：OK,Ill 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。20201.1.房价房价RoomRoom rate/pricerate/price2.2.多少钱？多少钱？HowHow muchmuchWhatsWhats thethe priceprice ofof3 3.人民币人民币 R RMBMB4 4.折扣折扣 discount discountCouldCould youyou givegive meme anyany discount?discount?有折扣有折扣吗？吗？Useful Words 常用词回顾常用词回顾2121PART FIVE 入住（四）入住（四）Couldyougivemeyourpassport?/MayIhaveyourpassport,please?麻烦出示一下您的护照。Yourroomnumberis246onthesecondfloor.您的房号是二楼的246室。Heresyourkeycard/roomcard.这是您的房卡。Youmaykeeptheroomtill2PM./Youllhavetoleave/vacateyourroomby2PM.您可以将房间保留到下午2点。Doyouneedamorning/wake-upcall,please?需要叫早服务吗？Wehavebreakfastforfreeon2ndflooreachmorningfrom7:30-9:30.早餐免费，每天上午7:30到9:30在2楼。22221.1.护照护照passportpassport2.2.房号房号RoomRoom numbernumberN No./#o./#3 3.房卡房卡RoomRoom c card/keyard/key cardcard Useful Words 常用词回顾常用词回顾4 4.点整点点整点OclockOclock2 2 oclockoclock 2 2点钟点钟6.6.离开离开LeaveLeave7 7.空出，搬出空出，搬出VacateVacate8 8.免费免费ForFor free/freefree/free2323242425252626272728282929洗衣服务3030PART SIX 道别道别情景情景7：客人退房后说再见客人退房后说再见：1.See you,sir!/Hope to see you next time!期待下次光临期待下次光临！2.Goodbye!/Bye for now!再见！再见！3.Have a nice afternoon/evening/day!祝您下祝您下午晚上一天愉快午晚上一天愉快！4.We wish you a pleasant journey.祝您祝您旅途愉快旅途愉快！3131 Useful Words 常用词回顾常用词回顾2.2.祝您有个愉快的祝您有个愉快的Have a Have a nice/good nice/good afternoon.afternoon.Have a Have a nice/good nice/good day.day.Have a Have a nice/good nice/good evening.evening.Have a Have a nice/good nice/good weekendweekend.3.3.祝您祝您 wishwish youyou3.3.旅途旅途 trip/journeytrip/journey 1.1.再见再见Goodbye.Goodbye.Bye.Bye.Bye for now.Bye for now.See you.See you.See you tomorrow.See you tomorrow.See you next time.See you next time.FarewellFarewell.3232ROLE PLAY！角色扮演角色扮演3333谢谢大家！Thank you!3434