酒店英语培训.doc

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酒店英语培训

备注：已含预订部常用英语在内
部门名称：
市场营销部：sales&marketing dept. S&M
房务部：room division dept. RD
餐饮部：food&beverage dept F&B
人力资源部：human resources dept. HR
工程部：engineering dept.
计划财务部：Financial dept. AR帐
保安部：security dept.
采购部：purchase dept. department

职位（市场营销部）：
市场营销总监 DOSM director of sales&marketing
秘书 security
销售部sales dept.
销售代表 sales
销售经理 sales manager
高级销售经理：senior sales manager
公关部：public relation dept.
公关经理 PRM manager
美工 artist
预订部：reservation dept. RSVN Dept.
预订经理 reservation manager RSVNM
预订员 reservationist
房务部——前厅部：
房务总监 DORD director of room division
前厅部：front office
前台：front desk FD
前台接待：reception
收银：cashier
外币兑换：currency exchange
大堂副理：AM assitant manager GSM guest service manager
礼宾部 concierge dept.
门童 bell man
商务中心 BC business centre
服务中心 service centre
总机 operator
行政酒廊 executive lounge
客房部：
客房部：housekeeping dept HSKP
客房部经理 housekeeping manager
楼层服务员 room attendent
领班 captain
主管 supervisor
公共区域 PA public area
洗衣房 laundry
洗衣服务laundry service
康乐部 health club
室内游泳池 indoor swimming pool
健身房 gym　　gymnasium
桑拿 sauna
夜总会 night club
餐饮部：
餐饮总监 director of food&beverage
行政总厨 executive chef
厨师长 chief chef
厨师 chef
餐饮部经理 F&B service manager
中餐厅经理 chinese restaurant manager
中餐厅chinese restaurant
迎宾 hostess
西餐厅经理 western restaurant manager
西餐厅western restaurant
酒吧服务员 bartender
服务员 waiter/waitress
自助餐厅 cafeteria
管事部 stewarding
外卖 catering 'keitəriŋ
Registration入住登记
Check in入住 C\I
Check out退房 C\O
Guest history 客史
Profile档案
Group 团队
FIT(Free individual [,ɪndi'vidjuəl] tourist ) 散客
VIP(very important person)贵宾
Early arrival提前抵店
Walk - in入住（散客）
No show未到
Departure time离店时间
Arrival time抵店时间
Cancellation取消 cancel
Over booking超预订 weight
Late check out延迟退房
Advanced [əd'vɑ:nst] deposit预订金
Guaranteed booking保证类预订
Confirm reservation确认预订
Amendment更改
Tariff ['tærif] 价目表
Rack [ræk] rate [reit] 门市价
Net rate 净价
Average room rate平均房价
Day use日租房
Free up-grade免费升级
Up selling提升销售
Full house 客满,满房
Waiting list等候名单
Rooming list团队名单
Room status['steitəs] 房态
House use自用房
Out of order (OOO)维修房
Sleep out 外宿房
Room type房间类别
Connecting room联通房
Adjoining room相邻房
Room change换房
DND(Do no disturb)请勿打扰
IDD(international direct dial)国际长话
DDD(domestic [də'mestik] direct dial)国内长话
Local ['ləukəl] call 市话
Leave a message留言 Massage按摩
Wake-up call service叫醒服务 Morning call叫早服务
Pick-up service接机服务
See-off service送机服务
Bathroom 浴室
No smoking floor 无烟楼层
Non-smoking room 无烟房
Smiling service 微笑服务
Wake-up service 叫醒服务
Room service 送餐服务
Extra ['ekstrə] bed加床
Emergency [i'mə:dʒənsi] exit紧急出口
Entrance 入口
Executive floor行政楼层
Lost and found 失物招领处
Tip小费
Service charge 服务费
service directory服务指南
Swimming pool 游泳池
Gymnasium 健身房
Elevator 电梯
Western restaurant 西餐厅
Massage 按摩
Chinese restaurant 中餐厅
Sauna Center 桑拿
Logbook ['lɔɡ,bʊk工作日志
Buffet[bəˈfe, bu-] 自助餐
Expense花费
Guest 客人
Confirm确认
List 目录
Flight航班
January一月 Jan
February二月 Feb
March[mɑ:tʃ]三月 Mar
April四月 Apr
May 五月 May
June[dʒu:n] 六月 Jun
July七月 Jul
August八月 Aug
September九月 Sep
October十月 Oct
November十一月 Nov
December 十二月 Dec
Monday星期一 Mon
Tuesday 星期二 Tue
Wednesday星期三 Wed
Thursday星期四 Thu
Friday星期五 Fri
Saturday 星期六 Sat
Sunday星期日 Sun
1. Sorry, my English is poor, I will ask somebody to help you .One moment ,please!
对不起,我的英语不好,我去找别人帮助您,请稍候!
2. Sorry to keep you waiting so long!
不好意思,让您久等了!
3. Enjoy your stay!
祝您入住愉快!
4. Sorry,I have dailed the wrong number.
对不起，我拨错号码了！
5. A moment please. I will be with you as soon as possible.
请稍等，我将马上为您服务！
6. May I have your name/company,please?
请问您贵姓/您的公司名是？
7. What kinds of room would you like?
请问您需要什么样的房间？
8. Could you spell your name,please?
请问您的名字怎么拼写呢？
9. Thank you for your advice!
感谢您给我们提的宝贵意见！
10. I'm sorry ,our hotel rooms are all booked at the moment.
不好意思,我们酒店的房间已被订满了.
11. Is there anything I can do for you ?
请问还有什么可以帮到您?
12. How would you like to pay for your bill?
请问您用什么方式付款呢?
13. Do you have a reservation?
请问您有预订吗?
14. I'll pass your message to him.
我会将您的留言转告给他.
15. For the outside calls,please dial 9 first and then the number.
如果您要拨打外线,请在号码前加拨9.
16、 from room to room calls please dial the room number directory.
如果您要拨打房间号码，请直拨房号。
17、I'll check it and call you as soon as possible.
我检查完后会尽快给您回电.
18、The line is busy or bad.
线路忙或有问题.
19、I’m sorry,could you speak slowly ?
对不起，麻烦您说慢些好吗?
20、Breakfast is from 6:30 till 10:00 at Western restaurant in the first floor.
早餐从6：30到10：00在一楼西餐厅。
21、All our rooms have free broadband internet connection.
我们所有的房间均含免费宽带。
22、How many nights will you stay here?
请问您将住几天呢?
23、We have king bed room \twin bed room \and all kinds of different suites ,what kind of room would you like ?
我们酒店有大床房、双床房和不同种类的套房，请问您需要什么类型的房间呢？
24、The room rate is including two pieces of breakfast for free and the service charge.房费包含两份免费早餐和服务费。
25、Would you please tell me your departure place and do you like us to meet you at the airport ?请你是从哪里出发，是否接机？
26、Thank you for calling Kuangyuang Jinjiang Hotel ,we are looking forward to servicing you.感谢您致电旷远锦江国际酒店，我们期待并恭候您的光临。
Would you speak more slowly\quickly ?您能说慢点\快点吗？
27、Would you speak a little louder ?请讲大声点好吗？
28、Could you put me through to the Front desk ?请帮我转到前台好吗？
29、Could you please send me the reservation confirmation letter by e-mail ?请用邮件形式给我发订房确认函，好吗？
30、Which way would you like us to send you the reservation confirmation letter?by fax or e-mail ? 请问你需要用什么样的方式给您发送订房确认函呢？是通过传真还是邮件呢？
31、Could you please tell me the fax number\e-mail address ?
方便告诉我您的传真号码\邮箱地址吗？
32、He is out on business .他在外面出差。
What time is the flight arrive Chang Le airport ?那航班几点抵达长乐机场呢？
33、How long does the flight take ?要飞多久
34、The pick-up service charge is RMB 500 including tax and service charge .我们接机的费用一次是500元，已含税和服务费。
35、I'd like to book a king bed room for tonight .我今晚想预订一间单人房。
36、What's the price of a double room ?双人房的价钱是多少？
37、Sorry to disturb you.很抱歉打扰您。
38、The check out time is at noon ,if you want to late check out ,please contact Front desk .退房时间是中午12点，如果您想延迟退房，请联系前台。
38、How many persons will stay in one room ?请问一个房间住几个人？
39、How many rooms would you need ?您需要订几个房间？
40、Just a moment please, i will check the room list for you !请稍等，我查询一下房间列表。
41、Can i make this room for you ?我介绍这种房间给您可以吗？
42、If yes, i will make the reservation, if no, i will offer anther type room and date .如果可以的话，我们立即做预订，如果不行，我们再介绍可供选择的房型和房价。
43、Is this reservation for you or for your friend ?请问是您自己订的房间还是帮朋友订房呢？
44、Have you ever been to our hotel ?请问你之前住过我们酒店吗?
45、May i have your arrival time ?请问你什么时候抵店呢？
46、Which credit card would you like us to guarantee for the reservation ?请问您需要用哪种信用卡做预订担保呢？
47、May i have the credit card number and the expiry date please？
您能告诉我您的信用卡号码和有效日期吗？
48、Do you have some special request ? Such as smoking room or non-smoking room ?请问您是否有其他的需求？例如，吸烟房或非吸烟房。
49、Can i double check you reservation details , Mr. Green ?
格林先生，我能复述一下您的预订信息吗？
50、This is Room Reservations .I'll transfer your call to Restaurant Reservations .
这里是客房预订部，我帮你转到餐厅预订部。
51、May i have your name and phone number ,please ?
请问您贵姓和电话号码？

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