饭店员工英语培训辅导材料.docx
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1、酒 店 英 语Hotel English第一部分 公共知识The First Part The Public Knowledges一、饭店部门 Departments董事会 directorate, board of directors 总经理办公室 general managers office人事培训部 personnel and training department财务部finance department前厅部 front office客房部 housekeeping department餐饮部 food and beverage department工程部 engineering
2、department保安部security department采购部purchasing department营销部 sales department旅行社 tourism agency department工会 trade union , labor union康乐部 entertainment department二、从业人员 Staffs董事长 board chairman副董事长 vice-board chairman总经理 general manager副总经理 vice-general manager总经理助理 assistant general manager经理 manage
3、r副经理 vice-manager大堂副理 assistant manager营销员 salesman/saleswoman主管 supervisor领班 captain 文员 clerk行李员 bellman/bellboy话务员 operator秘书 secretary收帐员 cashier总工程师 chief engineer电脑工程师 computer engineer房务主管 head housekeeper 楼层领班 floor supervisor公共区域领班 public area captain客房女服务员 housemaid/attendant男服务员 waiter餐厅女服
4、务员 waitress厨 师 chef行政总厨 executive chef餐厅主管 head waiter商场营业员 shop assistant驾驶员 driver洗衣工 laundry worker三、安徽饭店简介安徽饭店坐落于省会合肥市梅山中路18号,地处景色秀丽的西山风景区,北临清碧河塘,南眺繁华闹市,位距合肥骆岗机场9公里,火车站8公里,距省政府尚不足3公里,交通十分通捷。饭店主楼二十四层,建筑面积26000平方米,占地面积5.5公顷。包公故里,兴业宝地的合肥,自古以来是商贾云集、美食荟萃之地。安徽饭店作为安徽省首家四星级旅游涉外饭店,是安徽省对外开放的一个重要窗口。自一九九二年开
5、业以来,先后接待来自世界40多个国家和地区的政府要员和首脑,接待境内外嘉宾350万人次,受到社会各界的高度赞扬,被皖籍著名科学家杨振宁教授誉为“故乡第一饭店”。The Brief of Anhui HotelAnhui Hotel is located on No. 18 Meishan Road, Hefei, the capital of Anhui Province. The hotel towers in the Xishan scenic area and faces a limpid pond. From the top of the hotel building, you can
6、 enjoy a superb view of the bustling city. Its quite easy of access, just 9 kilometers away from Hefei Luogang Airport, 8 kilometers away from the railway station and less than 3 kilometers away from the provincial government administration. The hotel has a 24-story main building with a total area o
7、f 26,000 square meters. As Baozhengs native place, Hefei has always been the gathering place of various merchants and local delicacies since ancient times. Anhui Hotel, the first four-star international hotel in Anhui province, is also an important window for opening to the outside world. It has rec
8、eived presidents and government officials from over 40 countries and regions, and three and a half millions of inbound guests since it opened in 1992. It has been highly commended by public figures from all walks of life, praised as “the best hotel in my hometown” by Professor Yang Zhenning, a world
9、 famous scientist.第二部分岗位英语The Second Part English for the Different Positions 第一节总台英语English for the Front Desk一、预订 RESERVATION1. May I have your name?请问您的名字?2. xx.00RMB a night plus 15%service charge, free daily buffet breakfast, no extra charge for children aged 12 yours and under occupying the sa
10、me room with adults.房价一晚xx.00加15%的服务费,早餐免费,12岁以下儿童和成人同住一个房间免费。3. When for and for how long?您哪天开始预订?多长时间?4. For which date?您要订哪天的房间?5. How many in your party?你们一行几人?6. I can book you a suite for the 5th and 6th.我可以为您在5日和6日订一个套间。7. We can confirm a room for the 7th and 8th .我们可以确认您为7日和8日订的房间。8. Could
11、you hold the line please, Ill check the room availability. Thank you for waiting.请别挂电话,我来查查有没有空房.谢谢等候.9. We can put you on a waiting list if you like, could you call us again closer to the date or would you like to leave your phone number?我们可以把你的名字记下来,请你在接近预订日期再来电话或请您留下电话号码。10. All reserved rooms wi
12、ll be held until 6:00p.m. only unless guaranteed.所有预订的房间保留至下午18:00,除非属保证预订等。11. Im sorry, were fully booked for (date), but.对不起,我们那天预订已满,但是12. We dont have any standard double, would you mind a standard twin?我们没有标准双人大床,单人床如何?13. Im sorry, we have no record of a reservation in your name, when was it
13、made?对不起,我没有查到任何以你名义的预订,请问什么时候预订的?14. What was the date of reservation?您预订的日期是哪天的?15 . Is this a new reservation or a confirmation call?请问是预订还是确认?16. In whose name was the reservation made?请问以谁的名字预订的?17. Ill cancel it then, I hope we can help you at some other time then.我把它取消,希望有机会为您服务。18. The time
14、difference between xx and xx is 16 hours.两地时差为16小时。19. How long would you like us to keep it?你打算让我们保存多久?20. We will deliver your baggage to your room soon.我们会把行李送到你的房间。二、接待 RECEPTION1. Have you got a reservation?有预订吗?2. May I reconfirm your departure date?我可以再确定一下你预订的离店日期吗?3. Youll have to register
15、individually, please.请分别登记。4. What kind of rooms would you like?要什么样的房间?5. May I see your passport?请给看下你的护照。6. How many people have you got?你们有几位?7. The rate includes breakfast.房费包括早餐。8. We have double room with double bed or with twin beds, executive or standard?我们有双人房有大床或小床要商务层还是普通层?9. We dont hav
16、e standard double, would you mind an executive double?我们普通双人房没有了,商务双人房怎么样?10. Have you got any identification?你有什么可以证明你身份的吗?11. Here is your key, the bellman will show you up.这是你的钥匙,行李员会带你上去。12. Please pay at the cashiers.请在收银处结账。13. Well hold your card during your stay, you could also pay cash if y
17、ou like when settle the final account.你可先把信用卡放在我们这,离店时也可付现金。14. Our checkout time is 12:00noon.退房时间为中午12点。15. Kindly sign your name on this card.请在卡上签字。16. For a suite the price would be xx.00 RMB plus service charge.套房的价格为xx元加上服务费。17. Service charge is not included in the room rate.房价不包括服务费。18. Im
18、afraid we have no rooms available today. 恐怕今天客房全满。三、问讯 INFORMATION1. Mr. Wang , whats the problem?王先生,您为什么要换房?2. Well make the change for you.我们可以换房。3. Im afraid your room is not ready yet, would you mind waiting for a while? We are very sorry for the inconvenience.恐怕你房间还没收拾好,希望你不会介意在这里等一下,给你带来不便真对不
19、起。4. How much longer would you like to stay?您想延迟多长时间?5. According to our policy, a half days rents is charged against a room not vacated by 12:00 noon. 根据规定,房间在12:00前未退房的话,要加收半天房费。6. Whats the name, please?请问以什么名字(预订)的?7. When did he arrive here?他什么时候到的?8. Theres a call for you.你的电话。9. Whos calling?
20、 请问你是哪位?10. Who would you like to talk to?您想找谁?11. Im afraid he isnt staying in our hotel.对不起,他不住本店。12. How many? And how would you like them?要几张?要什么样面值的?四、对话 DIALOGUE对话一: G:Hello, is that Reception?R: Yes, it is.G: This is Miss Bryant in room 1402.I checked in about ten minutes ago.R: Ah yes, Miss
21、Bryant, How can I help you?G: You can help me by getting my bathroom put right. Its in an absolutely terrible condition. When I tried the shower, no water came out at all.R: Oh dear. I am sorry to hear that. Ill have it fixed immediately.G: And thats not all. There no soap. Towel or toilet paper.R:
22、I apologize for this. Miss Bryant. Were rather short-staffed at present. Housekeeping should have checked your room. Well attend to it as soon as possible. Theres been a misunderstanding.G: Thats all right. The most important thing is to fix it as soon as possible.对话二:R:Good morning. Mrs. DuPont. Is
23、 everything all right?G: No. its not. Someones stolen some of my valuables-two rings and a gold watch.R: Im very sorry to hear that. Madam. Where were they?G: In my room. And the door was locked. It can only be one of your staff. I want my things back. And fast.R: Well. I can certainly understand th
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