【正文】 ood and Beverage Service 餐飲服務(wù) Part Five 71 第五部分 Recreation Service 康樂服務(wù) 2 前言 Foreword 步入全球知識經(jīng)濟時代后，中國飯店業(yè)與國際接軌日趨緊密。 How do you do ?您好嗎？ How nice to see you again. 真高興再次見到您。 Wish you good 。 Have a nice 。 Sorry to have kept you waiting, sir/madam. 很抱歉，讓您久等了，先生 /小姐。 We’ll try our best to take some measures, so that you can be satisfied. 6 我們將盡力使您滿意。 Could you repeat that please? 請您再重復(fù)一遍好嗎？ Will you please speak more slowly? 請您說的慢一點好嗎？ ’msorry,I can’t follow you. 抱 歉，我聽不懂。 。 will take you there,sir/madam. 我?guī)?，先?/女士。 3. I’m afraid we do not have? 恐怕我們已沒有? （三）一時未能肯定是否能滿足客人之要求時： 1. If you wait a minute, sir/’ll try to find out it for you. 如果您能等一會兒，先生 /小姐，我將盡力找找。您真好。 （九）若客人客氣地與你說聲“有個愉快的周末”等祝賀語的時候； 1. Thank you .You too,sir/madam. 謝謝您。 （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。 （十五）當(dāng)你聽不懂時： 13 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。我們會把它收拾干凈的 。 8. We hope we’ll have another opportunity of serving you. 我們希望另有機會為您效勞。 17. It takes about 30 minutes by taxi to the Xiaoshan Airport. The 23 charge is 100 Yuan. 到蕭山機場大約需要 30 分鐘，費用是 100 元。 ’d better request a morning call. 您最好要求叫醒服務(wù)。 員：好的，先生。 員：別客氣。您預(yù)訂的是一個套間，共 3 個晚上，請?zhí)钜幌碌怯泦?，好嗎? 客：好的，謝謝。 員：在您的行李中有沒有貴重或易碎物品呢？ 客：沒有。我們有很多設(shè)施為商務(wù)客人提供秘書服務(wù)。 you like express service or normal service? 您要快洗服務(wù)還是普洗服務(wù)？ ’d better check you laundry. 您最好查看一下洗好的衣服。 19. There are several kinds of drinks in the help yourself to cost of the drinks you’ve had will be added to your account. 冰箱里有飲料，請隨便用，用后統(tǒng)一結(jié)帳。 三、情景對話 Conversation to clean the room Attendant:(Knocking at the door or prssing the door bell three times) Housekeeping .May I e in? Guest:Come in,please. A:Good afternoon, am sorry to disturb I clean the room now? G:Yes,please. A:Thanks a lot. service Attendant:Turndown I e in? 37 A: Good Mrs are you this evening? Guest:Fine,thank you,and you? A:I’m fine, you,. G:We are waiting for our friends will go to have dinner you e later? A:All right,’ll e else I can do for you ,madam? G: about tidying up a bit in the ’ve just showered and it’s quite a mess. A。 12. I’ll send for an electrician(doctor? )for you. 我給你請電工（大夫?） repairman will e and check it right away. 修理工馬上會來檢查。 30 員： 共有幾頁？ 客：大約 20 頁。 客：你們這兒什么時間關(guān)門？ 員：我們這個行李寄存處營業(yè)到晚上 9 點。 29 客：用信用卡。 B，登記入住 職員：下午好 ，歡迎光臨開元名都大酒店。您的房間已經(jīng)定好了，您需要早餐嗎？ 客：當(dāng)然。 there anything valuable or breakable in your bag? 您包里有貴重或易碎物品嗎？ pay at the Cashier’s Desk over there. 請去那邊帳臺付款。 is a brochure explaining hotel services. 這兒用說明酒店的服務(wù)手冊 。我傳呼大堂副理來幫您。 （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。 （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。 you,sir/madam. 謝謝您。 （七）婉拒客人的要求時： 1. I’m can’t do it. 對不起，我不能做。 ahead ’re wele. 請拿吧，您可以隨意使用。 don’t smoke here. 請不要在這里抽煙。 3. This way, 。 2. With Pleasure. 這是我們的榮幸。 I’m sorry about it . 關(guān)于那件事，我很抱歉。 Thank you for your advice (information, help),感謝您的忠告（信息、幫助）。 It doesn’t 。 4 Have a nice 。 Have a nice stay with us. 希望您與我們在一起時開心愉快。為進一步提高員工的英語水平，酒店人力資源部特編寫了這本英語培訓(xùn)手冊，以方便員工隨時學(xué)習(xí)。 人力資源部 AS the world has already stepped into the era of knowledge economy, China’s hotel industry is closely related to the international market. English, a word language, functions as a main tool or a basic ability for hotel staff to municate with foreign guests. This English Training Manual is piled by the Human Resources Department for the staffs study and improvement. Put what we learn into practice. Wish you would obtain motivation of the study from your working, and benefit from the learning. Human Resources Department 基本禮貌英語 Courtesy English 一、歡迎問候語 Wele and Greeting 3 Good morning (afternoon, evening),sir (madam). 早上（下午，晚上）好，先生（夫人）。 Happy birthday to 。 Wish you e 。 Thank you for you kindness. 謝謝您的好意。 I’m sorry to disturb 。 八、接聽電話語 Telephone Sentences Good morning, Reception speaking. May I help you? 您好，總臺，我是某某? Sorry, you’ve dialed a wrong number. 抱歉，您打錯電話了。 you for your staying in our hotel. 謝謝光臨我們酒店。 6. Please go down to the lobby here, madam/sir. 請從這邊下去到大堂，小姐 /先生。 2. I’ll go and get it right away,sir/madam. 我馬上去拿來，先生 /小姐。 ’m terribly sorry,we are not allowed to do this. 我很抱歉，我們不允許這樣做。 （八）要中斷與客人談話時： 1. I’m sorry,sir I must go .Nice talking with you. 很抱歉，先生，我必須走了。您也一樣，先生 /小姐。 （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，實在對不起。 ’t worry, see to it. 不必擔(dān)心，夫人。 十三、酒店部門名稱 Names of the hotel sections Department 部門 Executive Office 行政辦 Engineering Dept. 工程部 Human Resources Dept. 人力資源部 Accounting Dept. 財務(wù)部 Food Beverage Dept 餐飲部 Security Dept. 安全部 Sales Marketing Dept 市場部 15 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