酒店英语培训对客方式
学语言最讲究的就是方法,方法得当,势如破竹啊1.多记,首先单词量是必须滴; 2.多背,课文范例,背得越多越好,越熟越好; 3.敢说,象李阳那样,大胆说,大声说,不怕错,错了及时纠正; 4.多写,好记性不如烂笔头,天天写,熟能生巧; 5.多听,收音机广播,还有录音等; 6.多看,尤其象国外经典原文片,反复看; 7.再就是有机会与外国人接触最好英语口语培训资料
我觉得传统教育方式的培训学校效果都不怎么样,学好英语最好是一对一保姆式前期中教后期外教,助教全程帮助钱才不会花的冤枉,建议你试试现在很受追捧的电话英语e-say吧!至少你不用担心没时间学英语,这个不用你跑补习班,课程时间你来安排, 这里有我收藏的免费课,有兴趣的话就来听一听,反正不要钱,我也是听了课才决定要学他们的课程的。真的很好。
一、问候客人 1.Good morning,sir. 早上好,先生。 2.Good afternoon,madam. 中午好,太太。 3.Good evening,sir. 晚上好,先生。 4.Good night,madam. 晚安,夫人。 How are you? 你好吗? Fine,thank you,and you? 很好,谢谢,您呢? Fine,thanks. 很好,谢谢。 5.How do you do? 您好? How do you do! 您好! 6.Welcome to our hotel. 欢迎光临我们饭店。 7.May you enjoy your stay in our hotel. 祝您住店期间愉快。 8.Hope you had a good trip. 希望您旅途愉快。 9.Hope you have a good journey. 祝您旅途愉快。 10.It’s nice to meet you,sir. 见到您很高兴,先生。 11.Pleasant to meet you,sir. My name is……见到您很高兴,先生。我叫××× 12.Welcome you back,sir. 欢迎您回来,先生。 13.Nice to see you again,madam. 很高兴又见到您,夫人。 14.Goodbye,thank you for coming. Please come again. 再见,感谢您光临,希望您再次光临。 15.Have a nice day. 祝您今天愉快。 16.Have a good evening. 祝您度过一个愉快的夜晚。 17.Have a good weekend. 祝您周末愉快。 18.Good night and have a good rest. 晚安,祝您休息好。 19.Good night and pleasant dreams. 晚安,祝您做个好梦。 20.Good night and rest well. Hope you will come back tomorrow. 晚安,祝您休息好,明天再来。 资料引用:
你问这些做什么?要去吗
酒店英语培训方式
自学如果不行的话呢,那就报班吧你主要是要学习酒店口语,你可以试试这个呀,蛮好的说
英孚有专门的行业英语,也有旅游英语课程的,比较实用,可以尝试
学外语是细水常流,要每天用外语听与说;学外语要脸皮厚,不要怕说错,一定要开口,与不同口音的人对话;学外语需要环境,只要你肯学,相信你在酒店前台工作一段时间后,外语会话会有明显的进步。
多听多说多练习啊··呵呵 英语都是这样的 你主要是口语上的交流你其实交流多了就只到了 你先要背单词增加点词汇量大概的你要知道他说的某个词是什么意思,你也可以根据但是得场景来大概的猜测一般的交流不难的,加油!!!我姐姐之前也是,报班在 新奇 IELTS 培训的,外教就教他们学习的方法很不错的
酒店客人英语对话
下面是我整理的酒店日常英语对话,欢迎大家阅读!
酒店日常英语对话:
-(Knocking at the door.)-(敲门。)
-May I come in?-我可以进来吗?
-Come in,please.-请进。
-Please don't come in.-请不要进来。
-Just a moment(a minute),please.-请稍等一下。
-I'm sorry to disturb you.May I clean the room,sir?-对不起打扰你了,我来打扫一下房间好吗?
-All right.Come in,please.-好的,请进来。
-Please clean it when I am out.-我马上要出去,请等一会儿打扫。
-May I change the water of the thermos now?-我现在可以换水吗?
-Yes,please.-请换吧。
-Some of my friends will come and see me this afternoon.Will you please give me some more hot bottles and tea cups?
-下午我有几位朋友来访,请给加些热水瓶和茶杯。
-Well,we'll send tea into the room when the visitors come.
-好,客人来访我们会端茶进来的。
-By the way,is there any mail for me?-顺便一下,有我的邮件吗?
-No.If there is,I'll give it to you in time.-没有。如果有的话,我会及时给你送来的。
-Why did you come in without my permission?-你为什么没经我允许就进来了?
-It's my negligence.I beg your pardon.-我疏忽了,请你原谅。
-I come and make the bed.Shall I do it now or later?-我来做夜床,你看是现在做还是等会儿做?
-Since you have come,you may do it now?-既然来了,现在就做吧。
-Here's your clean laundry.you'd better check it.-衣服洗好了,请您过目。
-I am collecting the fee of the long distance call.-我来收长途电话费。
-This is the bill for the room rent of half a day.-这是补半天房金的帐单。
-Here is a telegram for you.-这儿有一封你的电报。
-Why is it unsealed?-它怎么被拆开了?
-Because there is no name of the receiver on the envelope,therefore the clerk unsealed it in order to find out the name of the receiver.
-因为电报封面没有收报人姓名,服务台为了查对姓名而拆开的。
-Have you lost anything today,sir?-先生,你今天丢过什么东西吗?
-Yes,a wallet.I'm looking for it now.-丢了一只皮夹子,我正在找呢。
-What is there in the wallet?-皮夹子里有些什么?
-My daughter's photo and some money.-有一张我女儿的照片,还有一些钱。
-Look,is this wallet yours?-看,这只皮夹子是不是你的?
-Yes,it's mine.Thank you ever so much.-是我的,太感谢你了。
-I want to borrow China Daily of these days.-我要看这几天的《中国日报》。
-Please get some copise of China Pictorial for me.-请拿几份《中国日报》给我。
-Please bring some chairs for me.-请拿几把椅子来。
-Please get me some soap.-卫生间的肥皂要添了。
-The slippers are wornout.Change them for me,please.-拖鞋坏了,请给换一双。
-Get a hot-water bottle,please.-请拿一只热水瓶给我。
-I feel a bit cold when I sleep.Please get me a blanket.-我睡得有点冷,请给我加一条毯子。
-I need another pillow.-我需要加一只枕头。
-All right,I'll get it for you right away.-好的,我就去拿。
-Just a moment,I'll do it right now.-请稍等一下,我马上给你办好。
-Excuse me.-对不起。
-I am sorry.-很抱歉。
-I beg your pardon.-请你原谅。
-Pardon me for interrupting.-对不起打扰你们了。
-Please excuse me for coming so late.-请原谅我来迟了。
-I'm sorry I was so careless.-很抱歉我太粗心了。
问候及回答:
1. Good morning (afternoon, evening), sir (madam).
早上(下午、晚上)好,先生(夫人)。
2. How do you do? Glad to meet you.
您好!(初次见面) 很高兴见到您。
3. How are you? Fine, Thanks. And you?
您好吗? 很好,谢谢。您好吗?
4. Welcome to our hotel (restaurant, shop).
欢迎到我们宾馆(餐厅、商店)来。
5. Wish you a most pleasant stay in our hotel.
愿您在我们宾馆过得愉快。
6. I hope you will enjoy your stay with us. I hope you are enjoying your stay with us.
希望您在我们宾馆过得愉快。(客人刚入店时) 希望您在我们宾馆过得愉快。(客人在饭店逗留期间)
I hope you have enjoyed your stay with us.
希望您在我们宾馆过得愉快。(客人离店时)
7. Have a good time!
祝您过得愉快!
电话用语:
8. **Hotel, front desk. Can I help you?
**饭店,前厅。您找谁?
9. Sorry, I’ve dialed the wrong number.
对不起,我拨错号了。
10. May I speak to your front office manager?
能和你们前台经理说话吗?
11. Sorry, he is not in at the moment.
对不起,他现在不在。
12. Would you like to leave a message?
您要留口信吗?
13. Pardon. I beg your pardon.
对不起,请再说一遍,好吗? 对不起,请再说一遍,好吗?
酒店日常英语 句子 二:
Receiving a walk-in guest. 为散客登记
How many people do you have ,XX Mr./Mrs.? 先生/小姐,请问您有几位?
What kind of room do you prefer,XX Mr./Mrs. Please ? XX先生/小姐,请问您想要哪种房间?
Just a moment, I have to check if there’s a room available XX Mr./Mrs.
XX先生/小姐,请稍等,我看看有没有空房。
Here is a brochure of our hotel and our tariff, XX Mr./Mrs. 先生/小姐 给您我们酒店介绍和价目表。
We’ll give you a 10% discount, XX Mr./Mrs. XX先生/小姐,我们给您九折优惠。
Would you like to register, please? XX Mr./Mrs. XX先生/小姐,请您登记,好吗?
You have to register individually, please. XX Mr./Mrs. XX先生/小姐,请您们分开登记,好吗?
Would you fill in this registration form, please? XX Mr./Mrs. XX先生/小姐请您填一下登记表。
Would you please put your nationality there, sir? 先生,请您将您的国籍写在这儿。
Would I ask you to put your name in block capital? XX Mr./Mrs.
XX先生/小姐请用大写字母写您的名字,好吗?
May I have your occupation, please? 请问您的职业?
Would you sign your name, please? /I’ll need your signature. XX Mr./Mrs. XX先生/小姐,请签名。
Would I see your passport, please?/Sir, would you mind showing your passport? XX Mr./Mrs.
XX先生/小姐,能出示一下您的护照吗?
I’m afraid your room is not ready yet. Would you mind waiting, please? XX Mr./Mrs.
XX先生/小姐,恐怕您的房间还没收拾好,希望您不介意在这里等一下。
How would you like to pay by cash or credit card,XX Mr./Mrs. ? XX先生/小姐,请问您是现金或是信用卡付款?
How long will you stay here,XX Mr./Mrs.? XX先生/小姐,您准备在我们酒店住多久?
How would you like to settle you Account? In cash or by credit card? XX Mr./Mrs.
XX先生/小姐,您付现金还是用信用卡付账?
Please pay at the cashier over there,XX Mr./Mrs. XX先生/小姐,请到那边的收银台付款。
Would you mind filling out this form while I prepare your keycard? XX Mr./Mrs.
XX先生/小姐,在我准备钥匙卡的时候,您能填一下这张表吗?
May I have your passport so that I can fill in you visa number and place of entry , xx Mr./Mrs.
XX先生/小姐,能用一下您的护照填一下您的签证号码和入境口岸吗?
Would you tell me your departure date? / What time will you check out? XX Mr./Mrs.
XX先生/小姐能告诉我您的离店日期吗?
Our rack rate is RMB 498,XX Mr./Mrs.. XX先生,我们的门市价格是498元。
The room rate for a double room is RMB 368 plus 15% service charge, not including breakfast. XX Mr./Mrs.
XX先生/小姐,双人房是368元加上15%的服务费,不包括早餐。
I have to ask you to pay RMB1500 for deposit,XX Mr./Mrs.. XX先生/小姐,您需要付1500元人民币作为押金。
As a hotel policy, we require one day’s room charge as deposit for guests without a reservation.
按酒店规定,没有预订的客人得付一天房费作为押金。
Would you like a smoking or non-smoking room , XX Mr./Mrs.?
XX先生/小姐,您需要一间吸烟房还是不吸烟房?
XX Sir/Madam, you room number is 2103. This is your room key. The rate is RMB 498 for one night, no service charge. And the bellboy will show you to your room. Have a nice stay.
XX先生/小姐,您的房间号码是2103。这是您的房间钥匙,房间是498元每晚,免服务费。行李生会带您去房间的,祝您愉快。
Please remember to return your key before you leave our hotel , XX Mr./Mrs.
XX先生/小姐,在您离开酒店前,请记住归还钥匙。
Sir, Here is your room key and room card for you. And your room rate includes one buffet breakfast in the western restaurant.
先生,这是您的房间钥匙和房卡,您的房费包括西餐厅的一次(自助)早餐。
The check-out time is postponed to 2:00pm/ You can check out before 2:00 pm tomorrow. XX Mr./Mrs.
XX先生/小姐,我们的退房时间延迟到下午2:00。
XX Mr./Mrs. Would you please sign your name here? XX先生/小姐,请您签一下名?
XX Mr./Mrs. May I confirm your departure date , Please ? XX先生/小姐,能确认一下您的离店日期吗?
Registering a tour group 为团队登记
XX Mr./Mrs. Who is the Tour leader, please? XX先生/小姐,请问谁是领队?
I’d like to reconfirm your reservation and the schedule for the period of your stay. XX Mr./Mrs.
XX先生/小姐,我想确认一下贵团的预订和日程。
Is there any change in the number in your group ,XX Mr./Mrs.? XX先生/小姐,您的团队人数有变化吗?
You have made a reservation for 14 double rooms and 6 single rooms. Here is the rooming list, is that right? XX Mr./Mrs.
XX先生/小姐,您们预订了14个双人间和6个单人间。 这是住房名单,对吗?
XX Mr./Mrs. Here are the room keys and breakfast vouchers. XX先生/小姐,这是房间钥匙和早餐券。
XX Mr./Mrs. Your check out time is 8:00 a.m. on the 16th. Has there been any change in your schedule? We’ll arrange a morning call at 6:30 am.
XX先生/小姐,您们是16日早8:00离店,日程有变化吗?我们安排早6:30叫早。
XX Mr./Mrs. If there is any change, Would you notify the Front Desk, please?
XX先生/小姐,如有变化,请通知前台。
对话教学作为一种新型而有效的教学方式,主张教师和学生应具有对话心态,坚持对话原则,学生在互动交流与沟通合作中学习、使用英语,有效实现学生英语交际能力的锻炼与培养。我整理了酒店常用英语对话短文,欢迎阅读!
Guiding the Guest to Their Rooms 引客进房
Floor Attendant (FA): (Smiling) Good afternoon, sir and madam. Did you have a nice trip? 下午好,先生女士,您们旅途愉快吗?
Mr. Bellow (B): Yes, thanks. 是的,谢谢。
FA: Welcome to the ninth floor. I’m the floor attendant. Just let me know if there is anything I can do for you.
欢迎到9楼,我是楼层服务员。如果有什么需要,请告诉我。
B: Where is Room 908, please? 908房在哪儿呢?
FA: Ah, Mr. and Mrs. Bellow. Would you care to step this way, please? It is along here.
BELLOW先生、夫人,请走好,沿着这儿走就可以了。
Mrs. Bellow(M):Oh, how do you know our name?
你是怎么会知道我们的名字?
FA: It was on the arrival list for room 908.Here we are. May I have your key, please? Let me open the door for you.
您们的名字在908房的预抵名单上,把房间的钥匙给我好吗?我帮您们开门。
B: Here it is. 在这。
FA (Knocks at the door first, opens it, and precedes the guests into the room and turns on the light) This way, please.(先敲门,然后引领客人进房间并开灯)这边请。
B: Thank you. When will our baggage arrive?
谢谢,我们的行李什么时候送上来?
FA: Your suitcases will be here shortly. The bellman is handling them.
您们的行李马上就送上来了。行李员正在处理当中。
B: Very well(Looking around the room.) 非常好(环视房间)
FA: How do you like this room? 您觉得这房间怎么样呢?
M: Oh, it looks comfortable and cozy. We like it very much.
看起来很舒适。我们很喜欢。
FA: (Drawing the curtains aside) The room is facing south and commands a good view of the Huangpu River.
(把窗帘拉开)这房间朝南并面对着黄浦江,景色很好。
M: Yes, how lovely it is! 是的,真的很美!
FA:(Handing the room key to Mr. Bellow) Here is your key, Mr. Bellow.(把房间钥匙交给BELLOW先生)这是您的钥匙。
Making a Reservation 预订客房
Reservationist(R): Good afternoon. What can I do for you?
下午好,我能帮您什么吗?
Client (C) : Good afternoon. I’m calling from Beijing Foreign Trade Company. Is it possible for me to have a suite?
下午好,这里是北京外贸公司,我想订一间套房,有吗?
R: Certainly, can you give me your name please, sir?
有的,先生,可以告诉我您的名字吗?
C: West, W-E-S-T.
R: Thank you, Mr. West. But by the way, how long will you stay here?
谢谢,WEST先生。请问你要住多久呢?
C: I’ll stay here for quite a long time.
我将会住很长一段时间的。
R: I’m glad you will be staying at our hotel for a long time.
很高兴你将会在我们酒店长住。
C: How much is the suite, please?
请问套房多少钱呢?
R: Your suite is 320 yuan (RMB) per day.
您订的套房一天是320元。
C: Does that include attendance?
有包括服务费吗?
R:Three hundred and twenty yuan a day, service included.
320元一天,包含服务费。
C: Meals included?
餐费有包含在内吗?
R: Meals are extra, not included.
餐费是另外算的,不包含在内。
C: What services come with that?
都还有些其他的什么服务吗?
R: For three hundred and twenty yuan a day, you will have one bedroom with air-conditioning, a sitting room, a bathroom, a colour TV set, a telephone and a major international newspaper delivered to your room every day.
您的房间有一间带空调的卧室,一间客厅,一间浴室,一台彩电,一部电话并且每天都有主要的国际新闻报送到您的房间。
C: Do I have to pay in advance?
我需要提前预付吗?
R: Yes, you may pay half of it. The account will be settled later.
要的,您需要先预付一半,稍后会设定一个帐户。
C: On which floor is the suite?
套房在几楼呢?
R: We have reserved two suites for you to choose. One is on the first floor, the other on the thirteenth floor. Both of them have a bathroom and face to the south.
我们提供两个套房供您选择。一个是在一楼,另一个是在十三楼。两个套房都带浴室并且都是朝南的。
C: What’s the difference between them?
它们之间有什么不同呢?
R: The conditions and the prices are the same. No difference.。
条件和价格都是一样的,没什么不同。
C: Which is quiet? I want a quiet one. I hate noise at night.
哪一间更安静?
R: The one on the thirteenth floor is very quiet. The room number is 1316.
三楼的那一间是非常安静的。房间号是1316。
C: I think I’ll take the one on the thirteenth floor.。
我想我还是订三楼的那一间吧。
R: OK. And your arrival and departure dates?
好的,那您抵店和离店的日期是?
C: I don’t know, but it could be seventeen to twenty days.
不知道,但是大概会住17至20天吧。
R: Then we can only confirm a room from the 10th to the 27th. I’m afraid we won’t be able to guarantee you the room after the 27th.
那我们只能确认一个房间给您,从10号至27号,恐怕我们不能保证27号之后有房间给您了。
C: What if there isn’t any room then?
是不是那之后都没有房间了?
R: Don’t worry, sir, We can either put you on a waiting list or find you a room in a nearby hotel.
不要急,先生,我们也可以将您列在等候名单上或者在最近的地方为您找一家酒店。
C: Fine, thank you. Good-bye.
好的,谢谢,再见。
C: Good morning. Can I help you?
G: Yes, I’d like to check out now .
C: Can I have your name and room number, please ?
G: John smith, room 1208 .
C: May I have your room key, please ?
G: Sure. Here you are.
C: Just a moment, please…..Mr. Smith . Here is your bill. Would you like to check it ?
G: I’m sorry . What’s the 20 Yuan for ?
C: That’s for the drinks you ordered from your room .
G: I see .
C: How would you like to make payment , Mr. Smith ?
G: I’d like to pay in cash .
C: That’ll be 2180 Yuan .
G: Here you are .
C: Here’s your change and receipt , Mr. Smith , I’ll send a bellman up to get your luggage.
G: Thank you .
C: You are welcome , Good-bye .
酒店客房英语对话
酒店行业英语口语客房预订经典对话
导语:下面是我整理的关于酒店行业英语经典对话,希望对大家有帮助。
Room Reservations 客房预订
经典对话
R=Reservation Clerk 预定员 G=Guest 顾客
R:Good morning. Room Reservations . May I help you?
您早,客房预订部,请问有什么可以帮助您?
G:Yes,I’d like to book a room.
我想预订一个房间。
R:Thank you, sir. For which date and how many guests will there be in your party?
谢谢您。要订在什么时候?您一行有多少人?
G:From April 16th to 20th .Just my wife and myself.
4 月 16 日到 20 日。只有我和我太太。
R:From April 16th to 20th „„ .And which kind of room would you prefer, sir?
4 月 16 日到 20 日。请问您想预订哪种房间。
G:A Twin,please.
R: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 all right?
请别挂断好吗?我来检查一下是否有空房间。(过来一会儿)让您久等了,先生。我们有空余的双床间,现在价格是每晚 180 美元,这样可以吗?
G:Ok, I’ll take it.
好的,我订了。
R:Thank you ,sir. May I have your name and phone number, please?
谢谢您,先生。您能告诉我您的姓名和电话号码吗?
G:Sure. May name is Aaron Johnson, and my phone number is 3242-5827.
没问题。我叫艾伦.约翰逊,电话是 3242-5827.
R:Mr. Aaron Johnson, phone number is 3242-5827.„„Excuse me, how do you spell your first name?
艾伦.约翰逊,电话是 3242-5827。请问怎么拼写您的名字?
G:It’s double A,R,O,N.
两个 A,R,O,N。
R:Double A,R,O,N. Thank you,Mr. Johnson. May I have your arrival time on April 16th?
两个 A,R,O,N。谢谢您,约翰逊先生。请问您 4 月 16 日大概什么时候到酒店?
G:Around 9 p.m.
大约晚上 9 点。
R:Mr. Johnson, for the unguaranteed reservation, we can only hold the room by 6 p.m., because it is the peak season now. If you make a guaranteed reservation ,we can hold the room overnight. Would you like me to make a guaranteed reservation by credit card?
约翰逊先生,因为现在是旺季,我们酒店的非担保预订只能保留到下午 6 点。您若做了担保预订,我们可以整夜都保留您的预订。您愿意用信用卡做担保预订吗?
G:Fine. Do you accept American Express?
好的。你们酒店接受美国运通卡吗?
R:Yes. May I know the number?
接受,请问信用卡号是多少?
G:It’s 134986
号码是 134986.
R:Thank you, Mr. Johnson. You’ve made a guaranteed reservation at the Guangzhou xx Hotel, from April 16th to 20th for 5 nights. If you can’t arrive as schedule, please inform us before 6 p.m. on April 16th .Thank you for calling and we look forward to serving you.
谢谢您,约翰逊先生。您已经在广州 xx 酒店办理了担保预订,从 4 月 16 日到 20 日,预住 5天。您若不能如其到达,请务必在 16 日下午 6 点前通知我们。感谢您的电话,我们期待能为您服务。
常用句型百宝箱
1. 预订基本应对
1) Do you have one single room for two nights?
我想预订两个晚上的单人房一间,行吗?
2) Reservations. Can I help you?
客房预订部,可以为您效劳吗?
3) I’d like to reserve a room.
我想订个房间。
4) How many nights do you wish to stay?
您希望住几晚?
5) How mach is the room?
房租是多少?
6) Which date would that be?
要订在什么时候?
7) How many guest will there be in your party?
您一行有多少人?
8) May I know your name /phone number/Email?
能告诉我您的姓名/电话号码/电子 邮件吗?
9) How do you spell that?
请问怎么拼写?
10) Could hold the line, please? I’ll check our room availability.
请别挂断好吗?我来检查一下是否有空房。
11) Thank you for waiting, sir/ma’am.
让您久等了,先生/女士。
12) I’ll arrive late, but please keep my reservation.
我会晚一点到,请保留所预订的房间。
13) Would you like me to make a guaranteed reservation by credit card?
您愿意用信用卡来担保预订吗?
14) I’d like to confirm your reservation.
我想确认一下您的预订。
2. 海外预订
1) May I have your airline and flight number, please?
请告诉我您搭乘的航空公司和班机号好吗?
2) We offer free transportation to and from airport.
我们提供免费的机场迎送服务。
3) We have a counter at the airport where our representative will escort you to the car.
我们在机场设有柜台,到时将有机场代表护送您上车。
4) Do you know arrival time at xx airport ,sir?
您知道您抵达 xx 机场的时间吗?
5) Do you mean local time ?
您指的是当地时间吗?
6) Where can we contact you in Guangzhou?
在广州我们可以经由哪个单位跟您联络?
7) Care of xx company, the number is „„
可以由 xx 公司转告我,电话号码是„„
8) We look forward to serving you. Have a safe trip.
我们期待能为您服务。祝一路平安。
3. 对房间和床具的偏好
1) What kind of room would you prefer?
您想要什么样的房间?
2) I’d like to reserve a room with a sea/mountain view.
我想要一个可以看到海/山的房间。
3) I’d like a room with very large bed/balcony.
我想要一间有大床/阳台的房间。
4) Certainly ,sir. We’ll book you into a room with a Queen-size/King-size bed.
好的,先生。我们会为您等级一间有大号床/特大号床的房间。
4. 房价和付款事项
1) A single room is US$180 per night, with 10% tax and 10% service charge.
单人房每晚 80 美元,外加 10%的税金和 10%的.服务费。
2) We have a double at KH$800 and HK$1000 available. Which one would you prefer?
我们有价位在 800 员和 1000 员港币的大床间,您喜欢哪一种?
3) Does the price include breakfast?
这个价钱包括早餐吗?
4) I’m afraid we have no credit arrangements with your company. We will need an advance
deposit by bank draft or in cash before the reservation date.
恐怕我们和贵公司没有信用贷款的协定,您得在预订得日期之前,预先送了银行汇票和先进,
座位订金。
5) We offer special rates for your company, sir. For a single room, there is a 15% discount.
我们酒店为贵公司提供特价,先生。单人房可以打 8.5 折。
6) Shall we charge this to your company?
我们是向贵公司收费吗?
7) Which department (of your company ) should the bill made out to?
我说门应该将账单送到(贵公司)哪个部门?
8) Do you accept credit cards/travel’s check?
你们酒店接受信用卡/旅行支票吗?
5. 指定的房间没空缺或房间客满
1) I’m afraid we have no twin rooms available, but we can offer a double room.
我们恐怕没有空余的双床间了,但可以提供给你一个大床间。
2) I’m afraid we have no suites available. Would you mind a twin instead?
我们恐怕没有空余的套间了。您介意改订双床间吗?
3) I’m sorry,but we are fully booked for those days as it is the peak season.
很抱歉,因为是旺季,那段时间的客房都被预订光了。
4) Is it possible for you to change your reservation date?
您可不可以改变预订日期呢?
5) This is the busiest season. I’m very sorry, but could you call us again later this week? We may
have some cancellations.
现在是旺季,非常抱歉,但是请您这个周末再打来好吗?可能会有人取消预订。
6) Can you book me into another in the area?
可不可以在当地为我预订另外一家旅馆呢?
7) We hope we’ll have another opportunity to server you.
我们期待下次能再为您效劳。
6. 确认预订
1) Is this a new reservation or a confirmation call?
您这个电话是新的预订,还是确认预订呢?
2) I’d like to confirm a reservation.
我要确认一下预订。
3) Your room is confirmed.
您的预订已经得到确认。
4) I’m afraid that we have no record of a reservation(for that date)in your name.
恐怕我们没有您那天预订的记录。
5) Shall I make a reservation for you now?
我现在为您预订好吗?
6) When did you make the reservation?
您什么时候预订的?
7) In whose name was the reservation make?
这预订是用谁的名字订的?
7. 为客人更改/取消/延长预订
1) I’d like to extend my reservation for one more night.
我想将预订再延长一晚上。
2) We’ll extend the reservation for you.
我们会为您延长预订的。
3) I’d like to change/cancel a reservation.
我要更改/取消一项预订。
4) Certainly ,sir. We’ll make the change/cancellation fir you.
当然可以,先生。我们会为您更改/取消预订的。
Guest: Hello, I’d like to check in please. 你好,我想入住贵酒店。Hotel staff: Certainly. Can I have the name please? 当然可以,能把姓名给我吗?Guest: Mr Harold Smith. Harold Smith先生。Hotel staff: Ok, Are you checking out tomorrow?好的,您是明天退房吗?Guest: Yes, I am. That’s right. 是的没错,是明天退房。Hotel staff: Will you need a wake up call, sir? 先生您需要唤醒服务吗?Guest: Yes please. At 6.30am. 是的,请在早上6.30唤醒我。Hotel staff: Ok then, your room is 502 on the fifth floor. Breakfast is served between 6.30am and 9am. Enjoy your stay.好的。您的房间号码是五层的502房间。早餐是早晨6.30到9点。祝您入住愉快。Guest: Thank you.谢谢你
出国旅游免不了去入住酒店,学习一些基本的英语口语对话,更有利于提升自己的能力,下面是住酒店日常英语口语对话汇总,一起来了解下吧:【住酒店日常英语口语对话汇总】A:Good morning, sir. How may I help you?A:早上好,先生。有什么可以为您效劳的吗?B:Good morning! Do you have any rooms available at the moment?B:早上好,请问现在有空房吗?A:Yes, we do. What kind of room would you like?A:是的,先生。您想要什么样的房间呢?B:I'd like a suite for four nights.B:我想要一间套房,住四晚。A:Please wait a moment while I check availability. Ah, I'm sorry, sir. We only have a double room available now.A:请稍等。我为您查一下。啊!很抱歉,先生,我们现在只有双人间了。B:That's all right. How much do they cost?B:那也可以。双人间是怎么收费的?A:Each night costs 320 RMB, but for a four night stay, we can offer a discount of 15% .A:每晚人民币320元。但如果您住四天,可以打15%的折扣。B:How much in total?B:一共需要多少钱?A:1088 RMB.A:人民币1088元。B:Is breakfast included?B:这个费用里包括早餐的费用吗?A:Yes, it is. You also have free use of the leisure facilities here.A:是的,而且您还可以免费使用这里的休闲设施。B:That's fine. I'll get it.B:很好,那我就住这了。A:OK. Please fill out this form with your details.A:好的,请您详细填写这份表格。【酒店办理入住英语对话】A:We reserved a double room for you.甲:我们为您预订了一间双人房。B:May I have a look at the room?乙:我可以看一下房间吗?A:Certainly. Your room is on the sixth floor.甲:当然可以。您的房间在6楼。B:I've got altogether three pieces of baggage.乙:我共有3件行李。A:Don't worry, the porter will help you.甲:别担心,服务员会帮您拿的。经典句型:Is the checkin procedure finished? 住宿登记手续办好了吗?A:Is the checkin procedure finished?甲:住宿登记手续办好了吗?B:Yes. This is your receipt and room card.乙:是的。这是您的收据和房卡。A:Where is the elevator?甲:电梯在哪儿?B:It's over there.乙:就在那边。句型讲解:check in表示入住登记。相反,check out表示结账离开。【住酒店要求换房间英语对话】A:Please change a room for me. 甲:请给我换个房间。B:What's the matter? 乙:怎么了?A:There is no hot water in this room. 甲:房间里没有热水。B:Sorry, I'll send someone to have a look. 乙:对不起,我会派人去看看。A:Please come as soon as possible. 甲:请尽快来。经典句型:Something is wrong with the toilet. 马桶坏了。A:What can I do for you?甲:需要什么帮助?B:Something is wrong with the toilet.乙:马桶坏了。A:We'll send someone to repair it immediately.甲:我们马上派人去修。句型讲解:如果对房间的设施或旅馆的服务不满意,可以向旅馆的Room Service Section(客房服务部)或者bell captain(领班)进行投诉,提出自己的要求。【住酒店结账的英语对话】A:I would like to check out.甲:我要结账。B:Please show me your room card.乙:请出示您的房卡。A:Here you are.甲:给你。经典句型:Are you paying in cash or by credit? 您用现金还是信用卡结账?A:Are you paying in cash or by credit? 甲:您用现金还是信用卡结账?B:I'll pay by credit.乙:用信用卡。A:Here is your bill. Please sign here. 甲:这是您的账单。请在这里签名。句型讲解:check out意思是付账后离开,如果后面接旅馆或房间,用介词of。如:The last guests checked out of their rooms in the morning.最后一批客人在上午结账退房了。名词形式是Checkout is at midday in this hotel.本旅店中午结账。
酒店客房英语培训
酒店培训内容包括员工服务知识、员工从业能力和员工从业观念三个方面。其中,员工服务知识是指酒店员工为了更好地提供服务而应当知道的各种与服务有关的信息总和;员工从业能力是包含语言能力、交际能力、观察能力、记忆能力和应变能力等在酒店服务中需要具备的能力总和;员工从业观念是指员工在工作中保持负责、认真的思想观念。此外,酒店培训还应该强调提供服务过程中,员工要保持客人至上的理念。
员工培训尤其是基于胜任能力模型的企业员工培训在提升企业的人力资本、帮助企业走出“培训困境”的斗争中,具有战略性、特殊性的作用。下面是我收集整理的客房服务员培训计划范文,欢迎借鉴参考。
客房服务员培训计划(一)
一、说明
培训计划按中级客房服务员技术等级标准编写。
二、培训目标
使学员具备中级客房服务员所应具备的服务意识,全面了解中级客房服务员专业理论知识,熟练掌握本工种操作技能和管理水平,达到适应岗位工作的水准。
三、课程设置和培训要求
(一)专业理论
1. 客房接待服务
2. 客房会议接待
3. 客房卫生知识
4. 客房常用设备的维护与保养
5. 饭店管理知识
6. 旅游地理知识
7. 主要客源国的风俗习惯
8. 旅游法规与饭店安全保卫
9. 绿色饭店知识
10. 外语知识
(二)专业技能
1. 会议服务
2. 客房做夜床服务
3. 管理基本技能
4. 计算机操作
客房服务员培训计划(二)
一、本课程培训的基本要求:
1、了解客房产品知识
2、掌握客房清洁服务规范要求
3、掌握客房接待服务规范要求
4、学会使用客房服务的基本礼节
5、树立安全意识,掌握基本防范措施
6、熟悉辽宁地区的旅游交通、景点等综合知识
7、掌握标准的普通话,坚持用普通话对客服务
8、掌握客房服务工作常用英语,并能简单应答
二、培训要求与内容:
第一章 客房产品概述
培训要求:
1、能描述客房的种类及其设备用品配备
2、了解客房部的基本任务
3、明确客房服务员岗位职责和素质要求
培训内容:
一、客房种类及其特征
1、客房的各种类型与功能
2、设施设备的配备
3、客房用品的品种、数量与布置
二、客房部的组织机构及其任务
1、客房部的组织机构与岗位设置
2、客房部的基本任务
三、客房服务员岗位职责和素质要求
1、客房服务员岗位职责
2、客房服务员素质要求
第二章 客房清洁服务
培训要求:
1、掌握客房日常清洁的规范要求
2、掌握楼层计划清洁的实施要求
3、清洁用品的使用与保养知识
培训内容:
一、客房清洁
1、清洁工作的一般原则
2、客房清洁的操作程序与质量要求
3、客房清洁的注意事项
二、计划清洁
1、计划清洁的概念
2、计划清洁的项目与操作要求
三、清洁用具
1、清洁剂的种类与功能
2、清洁工具的使用与保管
第三章 客房接待服务
培训要求:
1、熟悉客房接待服务内容
2、掌握客房接待服务程序与要求
培训内容:
一、服务准备工作
1、了解客情
2、布置客房
3、检查工作
二、楼层迎宾服务
1、新客
2、老客
三、住客服务工作
1、会客服务
2、客衣服务
3、饮料服务
4、开床服务
5、物品租用
6、其他服务
四、宾客离店服务
1、送客服务
2、查房工作
第四章 客房服务礼节
培训要求:
1、掌握饭店服务人员仪表仪容仪态的要求
2、掌握客房服务的礼貌用语和操作礼节
培训内容:
一、仪表仪容仪态
1、仪表
2、仪容
3、仪态
二、语言
1、称呼
2、问候
3、应答
三、操作
1、迎送
2、服务操作
第五章 客房安全知识
培训要求
1、具备安全意识
2、掌握预防和应付事故的基本常识
3、掌握职业安全的要求
培训内容:
一、饭店安全概述
1、饭店安全内容、重点及原则
2、相关法规
二、饭店安全管理
1、对住宿宾客的要求
2、住宿登记
3、接待来访的服务和管理
4、钥匙管理
5、宾客财务的保管
6、对公安机关通缉、通报的处理
7、对宾客遗留物品的处理
三、消防知识
1、消防要求
2、防火灭火的主要措施
3、火灾报警系统
4、火灾发生时应注意的问题
四、职业安全
1、操作安全
2、身心安全
第六章 旅游地理(辽宁地区)
培训要求:
熟悉辽宁地区旅游活动各部要素的特色与方位
培训内容:
1、辽宁的食
2、辽宁的住
3、辽宁的行
4、辽宁的游
5、辽宁的购
6、辽宁的娱
第七章 英语
培训要求
学会常用英语l00句,并能用简单的礼貌用语应答。
培训内容:
1、熟悉通用英语l00句
2、简单的礼仪应答
客房服务员培训计划(三)
1 目标:加强员工的专业知识和技能培训,增强员工队伍的整体文化素质.使培训过的服务员具有良好的职业道德和行为规范,掌握餐厅服务基础知识和各项操作技能.
2 对象:酒店所有在职服务人员.
3 培训形式:半脱产,分批培训.
4 培训内容与设置:公司管理项目,服务员职业素质,餐饮服务技能,餐厅服务基本程序,顾客心理学,礼貌用语.
培训中理论培训,技能培训,实践操作相结合.学员以动手为主,多采用情景模拟,提高学员参与兴趣,也可开展讲座,每阶段结束后对学员进行考评,可采用口述问答,模拟操作等形式.
5 培训时间:分两批轮流培训,周一,三,五上午8:00--11:00 ,共20天
6 讲师:公司聘请优秀讲师与从业人员
7 经费:讲师讲课费用:20000
道具费:3000
场地费:4000
资料费:5000
合计:32000元
8 培训控制措施:为保证本次新员工培训方案有效实施,确保培训期间的安全,特制定新员工培训纪律及要求:
1、所有入职新员工须按要求准时报到,不得迟到;
2、报到后必须服从入职培训的相关要求与管理;
3、培训期间不得随意外出。有事外出须有书面请假条,经同意后方可外出。
4、学员间要团结互助、相互关心、相互爱互,确保培训任务圆满完成。
5、理论课培训需严格遵守课堂纪律,认真做好笔记,努力的上好入职后的第一课。
客房服务员培训计划(四)
培训要求;
一:培训期间要求工装整齐,人员整齐。
二:培训期间不允许佩带手机/香烟/钥匙以及员工三宝等硬物。
三:培训期间不允许说笑、聊天、乱动、有问题喊报告。
通过培训使学员深刻理解企业的经营理念,提高对客服务的综合能力,以优质的服务让客人完全满意。全力打造东山宾馆服务品牌。提升宾馆服务档次。
四:培训站位时、要以标准站立姿势站位、站位高到低一字排开。
理论知识课占总课时的40%。理论知识各部分的比重为:职业道德10%,基础知识30%,制作家庭餐15%,家具清洁15%,洗涤摆放衣物10%,照料孕、产妇、婴幼儿、老年人与护理病人20%。
培训时间60分钟
15分钟:全员形体培训:要求跨立要领{其中考核个别房间价位}
15分钟:贯彻服务员领位礼貌用语。
30分钟:培训人员中提出几名服务员来实际操作领位流程{其余员工继续形体}
领位礼貌用语:
服从领导开档前卫生工作的安排,保质保量完成充餐具,备调料,铺台,摆位,环境卫生等,事前一切准备工作。我们是一个整体,要有全局观念,要互相合作,互相帮助。
一、晚上好,欢迎光临黄金北岸。
二、贵宾几位,有预定的房间吗?
三、贵宾您好,订房人贵姓或手机尾号是多少?
四、贵宾您好,为您安排中包可以吗?
五、房间价位348元,这后不开发票278元,您看可以吗?
申请参加中级工鉴定者必须取得本职业初级职资格证书后,连续从事本职业工作1年以上或连续从事本职业工作2年以上。
对待选购快和慢的消费者的策略。消费者选购商品的速度有快有慢。一般来讲,对慢性的消费者,营业员不能因为他们选购商品时间长就沉不住气,更不能急躁,显出不耐烦的表情;对急性消费者,营业员对他们没有经过充分思考匆忙做出的决定应谨慎稳重,适度提醒,防止他们后悔退货;敏感性的消费者,对需要购买的商品的性能和特点早已心中有数,有必要的准备,对产品的要求很高。营业员应根据他们的要求,需要买什么就拿什么,不要多介绍商品的性能和特点;
六、贵宾您好,您的房间这边请,请跟我来。
七、楼层接待贵宾几位!
八、收到谢谢,晚上好,欢迎光临黄金北岸。
九、贵宾您好,您的房间这边请。
十、您的房间到了,祝您玩的愉快。
VT对客语言:
A,晚上好,欢迎光临黄金北岸。贵宾几位有预定的房间吗?
B1.五位给我安排个房间.
A1.贵宾您好为您安排中包可以吗?中包价位348元折后不开发票278元,您看可以吗?
B2.有房间211在哪?
A2.贵宾您好,请问订房人贵姓或是手机尾号是多少?
{顾客说明信息后,服务员与主接核实确定房态}
A贵宾您好,您的房间这边请,请跟我来.
A X楼层接待贵宾几位?
C收到谢谢,晚上好,欢迎光临黄金北岸。贵宾您好,您的房间里面请,您的房间到了,祝您玩的愉快!
岗位培训课程设置采用能力模块组合,共设置公司管理项目、餐厅服务员职业素质、餐饮服务基本技能、酒水服务、上菜及分菜、撤换餐用具和餐厅服务基本程序等七个培训模块。
客房服务员培训计划(五)
一、说明
本培训计划按劳动和社会保障部颁发的《国家职业标准》编写。
二、培训目标
通过培训,使学员具备一定的服务意识,全面了解初级客房服务员专业的理论知识,熟练掌握本工种操作技能,达到独立上岗的水平。
三、课程设置和培训要求
(一)专业理论
1、客房产品概述
2、客房清洁服务
3、客房接待服务
4、客房服务礼节
5、客房安全礼节
6、旅游地理(辽宁地区)
7、外语知识
(二)专业技能
1、服务仪态训练
2、客房清洁操作
3、标准的普通话
Guest Room Department 客房部House Keeping Department 管家部, 也是客房管理部
Guest Room Dept