【正文】 h you.Bellman: Certainly, sir. How many pieces?G: Five in all.B :Is there anything valuable or breakable in your bags?G: No,B: Thank you.G: When dose the cloakroom close?B: The cloakroom is open until . Here are the name tags.G: Thank you , goodbye.B: Goodbye,D. Business CenterClerk : Good morning . Business Center , May I help you?Guest : Good morning . This is Henry Bellow calling from Room you mind giving me some information on your services?C: Certainly , Mr. ,Bellow. We have a lot of facilities to offer secretary service for our business guest,G: I have some documents to be typed at the moment and I hope they will be ready before 3:.C: How many pages are they in all?G: It will be about 20 pages.C: Well, it’s rather a tough job , but we’ll try our best ,Mr. Bellow.G: Good ,I’d really appreciate it if it could be arranged,A,預(yù)訂客房預(yù)訂員：您好！開元名都大酒店，預(yù)訂處，我能為您服務(wù)嗎？客人：我從巴黎打電話過來，想在你們酒店訂一個(gè)房間。 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。’d better request a morning call.您最好要求叫醒服務(wù)。,we have no domestic collect call service. You have to pay for the call yourself.對不起，國內(nèi)電話是沒有對方付費(fèi)的，您得自己付款。 a hotel policy, we require one day’s room charge as deposit for guests without reservation.根據(jù)酒店規(guī)定，對于沒有預(yù)訂的客人，我們要收一天的費(fèi)用作為押金。 is a brochure explaining hotel services.這兒用說明酒店的服務(wù)手冊。17. It takes about 30 minutes by taxi to the Xiaoshan Airport. The charge is 100 Yuan.到蕭山機(jī)場大約需要30分鐘，費(fèi)用是100元。14. Is there anything valuable or breakable in your bag?您包里有貴重或易碎物品嗎？15. You can get your money changed at the Cashier’s Desk.您可以去收銀處兌換錢。12. I’m afraid it’s against the hotel’s regulations.很抱歉，這違反酒店的規(guī)章制度。我傳呼大堂副理來幫您。8. We hope we’ll have another opportunity of serving you.我們希望另有機(jī)會為您效勞。5. Thank you for calling. We look forward to serving you. Goodbye.謝謝您打電話來，我們期待為您服務(wù)，再見。3. I’ll be with you as soon as possible.我將盡快來為您服務(wù)。（二十一）當(dāng)人手短缺而外賓需要服務(wù)時(shí)：1. I’ll be with you in moment, sir.我一會兒就來招呼您，先生。我們會把它收拾干凈的。我們會料理的。不用忙。（十八）當(dāng)你知道客人一個(gè)好消息時(shí)：I’m glad to hear that.很高興聽到這個(gè)消息。（十五）當(dāng)你聽不懂時(shí)：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,sir/’ll look into the matter at once.對不起，先生/小姐。2. I’ll speak to our manager about it ,please accept our aplolgies.我會報(bào)告我的經(jīng)理，請接受我們的道歉。（十三）接受投訴或批評時(shí)： 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。（十一）當(dāng)客人催促時(shí)：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）要打斷客人的談話時(shí)，應(yīng)說：1. Excuse me for interrupting.對不起，打擾了。 same to you,sir/madam.謝謝您。 you,sir/madam.謝謝您。（九）若客人客氣地與你說聲“有個(gè)愉快的周末”等祝賀語的時(shí)候；1. Thank you .You too,sir/madam.謝謝您。和您談話真令人愉快。3. No,sir/madam,it is not possible.不，先生/小姐，那是不可能的。（七）婉拒客人的要求時(shí)：1. I’m can’t do it.對不起，我不能做。您真好?！痬 afraid it’s against hotel policy,I’m so sorry.我恐怕這違反了酒店的制度，非常抱歉。那違反我們的規(guī)定。 ahead ’re wele.請拿吧，您可以隨意使用。3. I’m afraid we do not have…恐怕我們已沒有…（三）一時(shí)未能肯定是否能滿足客人之要求時(shí)：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。3. Immediately,sir/madam.馬上就來，先生/小姐。十二、情景應(yīng)對Situational responses(一) 可以滿足客人之要求時(shí)；1. Certainly,sir/madam.好的，先生/小姐。 don’t smoke here.請不要在這里抽煙。 will take you there,sir/madam.我?guī)?，先?女士。7. It’s on the second(third)floor.在二（三）樓。5. Please use the elevator there ,sir/madam.在那邊用電梯，先生/小姐。3. This way, 。 ?！痵 our pleasure to have your staying with us.您來我店是我們的榮幸。 you for 。2. With Pleasure. 這是我們的榮幸。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(diǎn)好嗎？ ’msorry,I can’t follow you.抱歉，我聽不懂。Please dial number…，thanks.請撥號碼…，謝謝。It’s very kind of you but…您的好意我領(lǐng)了，可是…Thank you，no. We are not allowed to drink on duty.謝謝，但是我們上班時(shí)不方便飲酒。 I’m sorry about it .關(guān)于那件事，我很抱歉。 We’ll try our best to take some measures, so that you can be satisfied.我們將盡力使您滿意。 I’m sorry, it’s our fault.對不起，是我們的過錯(cuò)。 I apologize for this. 我為此道歉。 Thank you for your advice (information, help),感謝您的忠告（信息、幫助）。 Sorry to have kept you waiting, sir/madam.很抱歉，讓您久等了，先生/小姐。 I’ll do it for you right away.我馬上為您服務(wù)。 Thank you very 。 It doesn’t 。 Have a nice 。 Have a good trip and saft journey.希望您一路平安，旅途愉快。 See you 。 Have a nice 。 Wish you good 。 Merry 。 Happy new 。Have a nice stay with us.希望您與我們在一起時(shí)開心愉快。 How do you do ?您好嗎？ How nice to see you again.真高興再次見到您。 Wele to our hotel.歡迎光臨我們酒店。愿您不斷在工作中找到學(xué)習(xí)的動力，在交流中獲得分享知識的樂趣。為進(jìn)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(shí)學(xué)習(xí)。某星級酒店英語培訓(xùn)手冊English Training Manual目錄CONTENTSForeword 1 前言Part One 3 第一部分Courtesy English 基本禮貌用語Part Two 22第二部分Front Office Service 前廳服務(wù)Part Three 35 第三部分Housekeeping Service 客房服務(wù)Part Four 52 第四部分Food and Beverage Service 餐飲服務(wù)Part Five 71 第五部分Recreation Service 康樂服務(wù)前言Foreword步入全球知識經(jīng)濟(jì)時(shí)代后，中國飯店業(yè)與國際接軌日趨緊密。英語作為一種國際語言，是酒店員工與外賓交流的主要語言工具，已成為酒店員工需要掌握的一項(xiàng)基本技能。學(xué)以致用，是我們學(xué)習(xí)的最終目標(biāo)。 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 Good morning (afternoon, evening),sir (madam).早上（下午，晚上）好，先生（夫人）。 Wele to stay in hotel.歡迎住在我們酒店。I hope you’ll enjoy your staying here.我希望你們在這兒逗留愉快。Did you have a nice trip?旅途愉快嗎？二、