酒店公共英语应用培训

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1、E Name of Department阳光酒店七部一室阳光酒店七部一室前厅部 Front office Dpt 餐饮部 Food&Beverage Dpt客房部 Housekeeping Dpt 营销部 Sales&Marketing Dpt安保部 Security Dpt 工程部 Engineering Dpt财务部 Financial Dpt人事行政办公室 Human Resource&Executive OfficeGREETING&FAREWELLSwelcome欢迎friend朋友farewell告别identify识别definitely肯定safe安全的enjoy喜欢pleas

2、ed高兴sure当然trip(短程)旅行 weekend周末again再look forward to盼望satisfaction 满意VOCABULARYPHRASES ON THE JOBGood morning/Good afternoon/Good evening/Good night/Good-bye早上好/下午好/晚上好/晚安/再见Welcome to Soluxe Hotel,Urumqi.欢迎来到乌鲁木齐阳光酒店Welcome back 欢迎回来 Nice to meet you./It was nice to seeing you.很高兴见到您。It was nice to

3、see you again.很高兴又见到您。Enjoy your stay with us.祝您入住愉快。Have a safe journey(Have a safe trip home)/Have a nice trip/Have a good day/Have a good weekend.一路平安/旅途愉快/祝您有愉快的一天/周末愉快Hope to see you again./Look forward to seeing you again盼望再见到您。See you later回头见。Thank you for coming感谢光临。How are you?您好吗？Fine,tha

4、nk you,and you?很好，谢谢，你呢？PHRASES ON THE JOBCONVERSATIONStaff :Good morning,Mr.Smith.How are you today?员工：早上好，史密斯先生，您今天好吗？Guest :Good morning,Jane.Im fine,thanks,and you?客人：早上好，简。我很好，谢谢，你呢？Staff :Im fine too.Are you checking-out today?员工：我也很好，您今天要离店了吗？Guest :yes,I think so.客人：是的。Staff :Did you enjoy y

5、our stay here?员工：您在这里住的还愉快吗？Guest :Yes,I did.客人：是的，我很愉快。CONVERSATIONStaff :I hope our service is to your satisfaction.员工：我希望我们的服务能让你满意。Guest :Sure.Im very pleased with everything here.客人：似的，我对这里的一切都很满意。Staff :Thank you.I wish you a nice trip home and look forward to seeing you again.员工：谢谢您，希望您一路平安并且

6、盼望再一次见到您。Guest :Thank you.Ill definitely come to Soluxe Hotel next time when Im in Urumqi.客人：谢谢你。当我下一次来乌鲁木齐的时候我一定会来阳光酒店的。APOLOGIESExcuse原谅apologize 请求原谅 mistake错误forgive原谅mind介意assure保证sorry对不起R i g h t away马上happen发生bill帐单check检查assist协助VOCABULARYAPOLOGIESafraid恐怕accept接受beg乞求pardon请再说一遍disturb打扰im

7、mediately 立刻地misunderstanding误解problem问题solve解决fix修理VOCABULARYPHRASES ON THE JOBI am sorry.对不起。Excuse me.抱歉/打扰了I do apologize.我真诚地道歉。Please forgive me.请原谅。PHRASES ON THE JOBPlease accept our apology.请接受我们的歉意I am sorry to hear that.听到这个我非常抱歉。I am sorry to disturb.不好意思打扰一下。PHRASES ON THE JOBWould you

8、please wait a moment?请稍等好吗？Would you mind waiting a second?请稍等好吗？Ill fix the problem right away.我将立刻为您解决。PHRASES ON THE JOBI am sorry to have kept you waiting.不好意思让您久等了。I assure you it wont happen again.我保证同样的事情绝不再次发生。I beg your pardon.不好意思，请您重复一遍。Sorry for the inconvenience.对不起给您造成不便。CONVERSATIONGu

9、est:Excuse me.I think there is a mistake in my bill.客人：不好意思，我想我的账单这里有一个错误。Staff :Im sorry to hear that.Ill check for you right away.Would you please wait a moment?员工：非常抱歉，我会马上帮您检查一遍，您可以稍等一下吗？Guest:OK.(A moment later)客人：好的。（一会儿之后）CONVERSATIONStaff :I do apologize,Mr.Smith.There is a mistake in your b

10、ill.I assure you it wont happen again.员工：我很抱歉，史密斯先生。您的账单确实有错误，我向您保证不会再有此类事情发生。Guest:Well,thats all right客人：好的，没关系。OFFERING HELPVOCABULARYappreciate感激grateful感谢offer提供assist帮助favor喜欢desire渴望request要求hesitate犹豫mind介意trouble麻烦welcome欢迎follow跟随corridor走廊show展示serve服务end尽头PHRASES ON THE JOBHow may I help

11、 you?/How may I assist you?有什么可以帮您？Do you need any help?要帮忙吗？Can I help you?我能帮忙吗？If theres anything I can do for you,please let me know.如果有我能帮忙的话，请告诉我。If I can be of assistance please do not hesitate to let me know.如果要我帮忙，别犹豫，尽管讲。PHRASES ON THE JOBId be very glad to help you.很高兴为您服务。If you dont min

12、d.如果你不介意。If its no trouble如果不麻烦的话。Theres no hurry./please take your time.不着急。CONVERSATIONStaff:Excuse me,How may I help you?员工：打扰一下，有什么我可以帮您的？Guest :Yes,Im looking for my room.客人：是的，我正在找我的房间。Staff:May I know your room number,please?客人：可以的话请告知我您的房间号码吗？Guest :Yes,my room number is 4301.客人：好的，我的房间号码是43

13、01.Staff:Thats at the other end of the corridor.Follow me.Please.Ill show you to your room.员工：这间房间在走廊另一边的尽头。请您跟着我，我可以带您去您的房间CONVERSATIONGuest :Thank you.Its very kind of you.客人：谢谢你。你真是太好了。Staff:Its my pleasure to serve you.Please enjoy your stay.员工：为您服务是我的荣幸，希望您入住愉快。Guest :Yes.I will.客人：好的，我会的。Staff

14、:The floor is wet,please watch your steps.员工：地板是湿的，注意您的脚下。CONVERSATIONGuest :OK,Thank you.客人：好的，谢谢。Staff:By the way,may I help you with your luggage?员工：顺便问一下，我可以帮您处理您的行李吗？Guest :Sure,Thats very kind of you.客人：当然，你真是太好了。Staff:Youre most welcome.员工：您真是太客气了。THANKS,REQUESTS AND REPLIESVOCABULARYindeed的确

15、favor喜欢colleague 同事o v e r there在那边problem问题look for寻找request要求easy容易reply回答trouble麻烦PHRASES ON THE JOBby the way顺便说一下as soon as possible尽可能早help sb with sth帮助某人做某事PHRASES ON THE JOBdo sb a favor为某人帮助Thank you very much/Thank you so much非常感谢。I appreciate that/it我很感激。Thats very kind of you.你太好了。PHRAS

16、ES ON THE JOBYou are so sweet你真体贴。Thank you just the same同样得感谢您。Youre most welcome您太客气了。PHRASES ON THE JOBIts my pleasure to serve you.很荣幸为您服务。Thats quite all right一点儿关系也没有。Would you please do me a favor?/Could you do me a favor?/Could you do a favor for me?能帮我个忙吗？Of course/No problem/No trouble at

17、all.当然。/没问题。/一点都不麻烦。CONVERSATIONGuest :Excuse me.客人：打扰一下。Staff:Yes.员工：请讲。Guest :Could you please do me a favor?客人：可以帮我一个忙吗？Staff:Certainly.What can I do for you?员工：当然。我可以帮您什么？CONVERSATIONGuest :Im looking for the Sales Department.客人：我正在找营销部。Staff:Thats easy.Its over there,next to the Information Desk.员工：很好找。就在那里，服务台的后面。Guest :I see,Thanks a lot.客人：我明白了，非常感谢。Staff:My pleasure.员工：别客气。谢谢观看/欢迎下载BY FAITH I MEAN A VISION OF GOOD ONE CHERISHES AND THE ENTHUSIASM THAT PUSHES ONE TO SEEK ITS FULFILLMENT REGARDLESS OF OBSTACLES.BY FAITH I BY FAITH