【正文】 謝您。您也一樣，先生/小姐。（十）要打斷客人的談話時，應(yīng)說：1. Excuse me for interrupting.對不起，打擾了。2．May I take up a few minutes of your time?我能占用你們一會兒時間嗎？ I speak to you for a moment,sir/madam.我能與您談會兒嗎，先生/小姐。（十一）當(dāng)客人催促時：Sorry to keep you waiting,I’ll see to it right away.抱歉，讓您久等了，我馬上查看。（十二）向客人展示單據(jù)等物時：Here is your…Sir/madam.這是您的…，先生/小姐。（十三）接受投訴或批評時： you for telling us,sir/ assure you it won’t happen again.謝謝您告訴我們這些，先生/小姐。我保證今后再也不會發(fā)生這種事情了。2. I’ll speak to our manager about it ,please accept our aplolgies.我會報告我的經(jīng)理，請接受我們的道歉。（十四）處理錯誤或過失時；1. I’m rettibly could have been some do apologize.非常抱歉，一定出錯了，實(shí)在對不起。2. I’m sorry,sir/’ll look into the matter at once.對不起，先生/小姐。我馬上查核這件事。（十五）當(dāng)你聽不懂時：1. I’m sorry I don’t ’ll get you the manager.對不起，我不明白，我去叫經(jīng)理來。2. I’m sorry,I don’t you show me?對不起，我聽不懂，請問您能給我看嗎？（十六）請客人作某種事情時：1. Could you(sign here),please?請問您能（在這兒簽名）嗎？2. May I ask you to (return in 5minutes),sir/madam?我能請您（在五分鐘內(nèi)返回）嗎，先生/小姐？3. Could I have your name,sir/madam?能告訴我您的名字嗎，先生/小姐？（十七）聽到對客人不利的事時：I’m sorry to hear hope you will be better soon.真抱歉聽到這個消息，希望您很快就會好起來。（十八）當(dāng)你知道客人一個好消息時：I’m glad to hear that.很高興聽到這個消息。（十九）當(dāng)客人因?yàn)樽约簞幼髀?、手腳不靈或殘疾而感到困窘時：1. Please take your time,’s no hurry.請慢慢來，先生。不用忙?！痶 worry, see to it.不必?fù)?dān)心，夫人。我們會料理的?！痶 worry, clean it up.不必?fù)?dān)心，先生。我們會把它收拾干凈的。（二十）當(dāng)客情忙，你不能同時招呼兩位客人時；I’ll be with you in a moment, sir/madam.我一會兒就為您服務(wù)，先生/小姐。（二十一）當(dāng)人手短缺而外賓需要服務(wù)時：1. I’ll be with you in moment, sir.我一會兒就來招呼您，先生。2. I’ll sorry. I must take each guest by turn, sir.很抱歉，我必須按先后次序?yàn)轭櫩头?wù)，先生。3. I’ll be with you as soon as possible.我將盡快來為您服務(wù)。十三、酒店部門名稱Names of the hotel sectionsDepartment 部門Executive Office 行政辦Engineering Dept. 工程部Human Resources Dept. 人力資源部Accounting Dept. 財(cái)務(wù)部Food Beverage Dept 餐飲部Security Dept. 安全部Sales Marketing Dept 市場部Front Office Dept. 前廳部Recreation Dept. 康樂部Public Relations Dept. 公關(guān)部Housekeeping Dept 管家部Reservation 預(yù)訂處Business Center 商務(wù)中心Reception 接待處Information 問詢處Cashier’s 收銀處Chinese Restaurant 中餐廳Western Restaurant 西餐廳Lobby Bar 大堂吧Beauty salon 美容中心Night Club 夜總會Swimming Pool 游泳池Sauna 桑拿Shopping Mall 購物中心Clinic 醫(yī)務(wù)室Multifunction Hall 多功能廳Chatting Bar 聊天吧Reflexology Service Center 足浴中心Table Tennis Room 乒乓球室Billiards Room 桌球室Fitness Center 健身中心Tennis Court 網(wǎng)球場Rose Garden 玫瑰花園Chess and Cards Room 棋牌室Grand Pastry 名都餅屋Long bar 廊吧Four Seasons Chamber 四季軒Cookfun Town 國風(fēng)堂Yigar Bar 頤年雪茄吧New Century Hall 開元廳Grand Dynasty Hall 競潮廳Montalcino Grill 夢迪西諾扒房Position 職位General Manager 總經(jīng)理Resident Manager 駐店經(jīng)理Director 總監(jiān)Manager 經(jīng)理Assistant Manager 大堂副理Supervisor 主管Captain 領(lǐng)班Cashier 收銀員Room Attendant 客房服務(wù)員Clerk 職員Waitress 餐廳女服務(wù)員Waiter 餐廳男服務(wù)員Operator 話務(wù)員Bellboy 行李員Driver 司機(jī)Receptionist 接待員Secretary 秘書Repairman 維修員十四、節(jié)日和慶祝日Festival and CelebrationSpring Festival 春節(jié)Lantern Festival 元宵節(jié)New Year’s Day 元旦Christmas Day 圣誕節(jié)Thanksgiving 感恩節(jié)Valentine’s Day 情人節(jié)Easter 復(fù)活節(jié)MidAutumn Day 中秋節(jié)Birthday 生日Anniversary 周年紀(jì)念日International Labor Day 國際勞動節(jié)International Children’s day 國際兒童節(jié)Westlake Exposition 西博會Qiantang Tidal Bore Festival 錢塘觀潮節(jié)十五、旅游景點(diǎn) Scenic spotsWest Lake 西湖Linying Temple 靈隱寺Yue’s Tomb 岳廟Future world 未來世界Song Dynasty Town 宋城Yellow Dragon Cave 黃龍洞Taizi Bend 太子灣公園Xiling SealEngravers’Society 西泠印社Hangzhou Recreational Park 杭州樂園Oriental Culture Park 東方文化園Households in the Hills 山里人家Kuahu Bridge Cultural Site 跨湖橋文化遺址Renmin Square 人民廣場Liangzhu Culture Museum 良渚文化博物館Spring Dawn ath Su Causeway 蘇堤春曉BambooLined Path at Yunqi 云棲竹徑Breezeruffled Lotus at Quyuan Garden 曲苑同荷Sweet Osmanthus Rainat Man