肇庆酒店英语培训内容怎么写

Part 1 Greetings问候1.Welcome to XXXX Hotel . I’m..., what should I call you, please?欢迎光临XXX酒店。我是...，请问我该怎么称呼你呢?2. Goodmorning/afternoon/evening, Sir/Madam. What can I do for you?先生/女士，你好!请问我能为您做点什么?3. Myname is ..., is there anything else I can do for you, just let me know.我叫...，如果需要我为您做些什么，请告诉我。4.If youhave any problems, please feel free to contact us .如果你有任何需要，请随时联系我们。5.Haveyou make a reservation ?Have you booked the room?Are you the vip?请问有预订吗?请问你是会员吗?6.Whatkind of room would you like ?请问您需要什么类型的房间。7.Sorry,I don’t quite understand .对不起，我不是很明白。8.I’mafraid we’ve fully booked for that time .抱歉，我们那个时段已给订满了。9.It’sthe hot /peak/busy season ,you know ?这是酒店业的旺季。10.Excuseme ,How do spell it ,please ?打扰一下，您能拼写一下您的名字吗?11.We canonly keep your table /room till …我们能保留您的房间直到...12.Let meshow you to your room ,this way please .让我带您到房间，这边请。Part 2 Helpingto Check-in帮助入住1.Please have a seat for a while, I’ll helpyou with the check-in procedure.请在那边稍坐一会儿，我将会为您办理入住手续。2. Would you please give me your passportor ID card and credit card ?, I’ll help you to fill in the form.请把您的护照和信用卡交给我，我帮您办理入住手续。3. How many nights will you stay this time?这次入住您会住多少天?4. Which room would you like, we have thesekinds of rooms...?您是要哪种房间?5. Excuse me, Sir/Madame. How would youlike to pay the deposit, cash or credit card(together or separately)?先生/女士，不好意思，打搅一下。请问您是要付现金还是刷卡(分开付押金还是一起付)呢?6.Here is your room key and the breakfastcoupon. Would you please sign here?这是您的房卡和早餐券。请您在这里签个名好吗?7. Here are your passport and the creditcard . You can go up to the room now I hope you enjoy your stay with us..这是给回您的护照和信用卡。现在您可以上房间了。希望您在这里居住愉快。Part3 ProvidingService During Staying居住期间服务1.RegularService常规服务(1) Please wait a second. I’ll transfer itfor you. .请稍等一下，马上为你转接过去。(2) Because you are checking out two daysearly, You need to give us two cash vouchers back.您比原定退房的时间提前了两天，所以我们需要收回二张现金券。(3) There is a great garden and pond behind the hotel,which is suitable for exercise and having a walk酒店后面有很漂亮的花园和水塘，那里是非常适合跑步和散步的地方。(4) This money is damaged .I’m afraid wecan’t change it, this is according to the hotel rules.您的钱(纸币)上有裂口(污迹)，按酒店的规定，我们不能为您兑换。(5) I’m sorry that you could not get cashby credit card here . I can book a car take you to the bank to get some cash.不好意思，酒店规定不可以用信用卡来套取现金，如果您需要，我可以安排车送您去银行(ATM 机)上提取现金。(6) What denominations would you like?你想要什么面值的人民币呢?(7)I’m sorry, but we do not accept thedollars with CB.对不起，我们这里不收CB版的美金。(8)Can I fax this paper?我可以传真这份文件吗?-Certainly, sir. Where do you want to faxit to?当然可以，先生。请问是传真到哪里的?-How would you like to pay for it, sir?你打算怎样付款呢，先生?-Could you charge it to my room bill?可记在我的客房账单内吗?-Sure. Here is your fax record, Sir. Wouldyou please sign here?当然。这是你的传真记录，先生，麻烦你在这里签名好吗?(9)Could you please send a car to theairport to pick me up?你能安排一辆车到机场接我吗?(10)Could you please give us your flightNo.?你能告诉我您的航班号吗?2.Reminder提醒(1) It’s better for you to wear moreclothes, because it’s pretty cold outside.外面天气很冷，你最好穿多些衣服。(2) Today is a rainy day and the floor isslippery so please be careful.今天外面在下雨，地面很滑走路时请多加小心。3.InternetService网络服务(1) Thereis free broadband Internet access in every room , connector plug is on thedesk.写字台上有宽带插头，您可以随便使用。(2) There is a little trouble in thecomputer service center, so the Internet is disconnected temporarily. Pleasewait a while, It’ll be recovered soon.对不起，酒店的电脑服务中心出现了一点小故障，房间暂时不上了网，请稍候一下就会恢复正常。(3) Ok, I’ll arrange a computer engineer tohelp you.好的，我马上安排电脑员上去帮您。4.Aboutthe Laundry关于洗衣(1)The laundry collected between 8am to 6pmwill be returned at midnight on the same day ;while the one collected between6pm to 8 am will be returned at 2pm on the next day.上午八点到下午两点接洗衣将会在当天午夜前送回;而下午两点到次日八点的洗衣将会在第二日下午两点之前送回。(2)For the laundry, the regular service iswithin 8 hours and the express service is within 5hours.普洗服务是八小时内送回,而快洗是5小时。(3) There is a stain on your clothes, andwe’ll try our best to get rid of it . However, I can’t guarantee that we canremove it totally.您的衣服上有很难洗掉的污迹，我们会尽最大的努力去处理，但不能保证一定可以处理掉。(4)Could you send someone up for mylaundry, please?请派人到我房间取要洗的衣服，好吗?-Certainly, sir. Our room attendant will beup in a minute.好的,我们的服务员马上到。5.MedicalService医疗服务(1) You don’t look very well today. Whatseems to be wrong ?你看上去有些不舒服, 还好吧 ?(2) I feel dizzy and have a sorethroat besides , I can not sleep wellrecently?我感到头晕，喉咙痛。 还有，最近都睡不好。(3) Don’t worry , I will arrange a doctorto look after you .不要担心，我将立即安排医生照顾你。(4) Any other symptoms? Like stomach ache,coughing, or nausea?还有其他症状吗?比如胃痛、咳嗽或者恶心?(5) The doctor said you have got the flu.She’ll prescribe some medicine for you .take two tablets at a time, three timesa day. You’d better stay in bed for one or two days.医生说你感冒了。她会给你开药。这药每次吃两片，每天三次，并建议你最好在床上休息一两天。(6) -Are they strong?-Yes. They may make you a little drowsy. Bythe way, you should be sure to take them after you eat.药性强吗?是的，会让你犯困。还有，你得在用餐完毕后才能吃药。(7) Can you give me some medicine forheartburn?你可以给点胃药给我吗?(8) I’m afraid the doctor can’t give youmedicine for that unless you tell her about your history of stomach ache?如果你不告诉医生你是否有胃病史，恐怕他不能随便给你胃药。(9) Well, I do have gastritis for twoyears.恩，我确实有两年的胃病。(10) Since your blood pressure is higherthan normal, could you tell the doctor whether you have diabetes?你的血压偏高，请问你是否有糖尿病?(11)How is the acid in your stomach? Is the acid feeling very strong?胃酸的强度怎么样?你是否感觉十分强烈?(12) Are you taking other medicine at present? Please let us know just incase of chemical reaction. .你最近有没有服用其它药物?为了防止药品之间产生不好的化学反应请告诉我们。(13) Are you feeling better now, Sir?先生，你好些了吗?(14)What happened to your leg, Sir?先生，你的腿怎么呢 ?-I tripped and fell in the bathroom.我不小心在浴室摔倒了。-Please don’t worry, I’ll ask the doctor togo to see you right away.请不要担心，我马上叫医生过去。

28．Iwantadoubleroomwithabath．我要一间有浴室的双人房。29．Howmuchadaydoyoucharge？每天收费多少？30．Itishundr酒店前台英语口语：

Receiving a walk-in guest. 为散客登记How many people do you have ，XX Mr./Mrs.? 先生/小姐，请问您有几位?What kind of room do you prefer，XX Mr./Mrs. Please ? XX先生/小姐，请问您想要哪种房间?Just a moment, I have to check if there’s a room available XX Mr./Mrs.XX先生/小姐，请稍等，我看看有没有空房。Here is a brochure of our hotel and our tariff, XX Mr./Mrs. 先生/小姐 给您我们酒店介绍和价目表。We’ll give you a 10% discount, XX Mr./Mrs. XX先生/小姐，我们给您九折优惠。Would you like to register, please? XX Mr./Mrs. XX先生/小姐，请您登记，好吗?You have to register individually, please. XX Mr./Mrs. XX先生/小姐，请您们分开登记，好吗?Would you fill in this registration form, please? XX Mr./Mrs. XX先生/小姐请您填一下登记表。Would you please put your nationality there, sir? 先生，请您将您的国籍写在这儿。Would I ask you to put your name in block capital? XX Mr./Mrs.XX先生/小姐请用大写字母写您的名字，好吗?May I have your occupation, please? 请问您的职业?Would you sign your name, please? /I’ll need your signature. XX Mr./Mrs. XX先生/小姐，请签名。Would I see your passport, please?/Sir, would you mind showing your passport? XX Mr./Mrs.XX先生/小姐，能出示一下您的护照吗?I’m afraid your room is not ready yet. Would you mind waiting, please? XX Mr./Mrs.XX先生/小姐，恐怕您的房间还没收拾好，希望您不介意在这里等一下。How would you like to pay by cash or credit card，XX Mr./Mrs. ? XX先生/小姐,请问您是现金或是信用卡付款?How long will you stay here，XX Mr./Mrs.? XX先生/小姐，您准备在我们酒店住多久?How would you like to settle you Account? In cash or by credit card? XX Mr./Mrs.XX先生/小姐，您付现金还是用信用卡付账?Please pay at the cashier over there，XX Mr./Mrs. XX先生/小姐，请到那边的收银台付款。Would you mind filling out this form while I prepare your keycard? XX Mr./Mrs.XX先生/小姐，在我准备钥匙卡的时候，您能填一下这张表吗?May I have your passport so that I can fill in you visa number and place of entry , xx Mr./Mrs.XX先生/小姐，能用一下您的护照填一下您的签证号码和入境口岸吗?Would you tell me your departure date? / What time will you check out? XX Mr./Mrs.XX先生/小姐能告诉我您的离店日期吗?Our rack rate is RMB 498，XX Mr./Mrs.. XX先生，我们的门市价格是498元。The room rate for a double room is RMB 368 plus 15% service charge, not including breakfast. XX Mr./Mrs.XX先生/小姐，双人房是368元加上15%的服务费，不包括早餐。I have to ask you to pay RMB1500 for deposit，XX Mr./Mrs.. XX先生/小姐，您需要付1500元人民币作为押金。As a hotel policy, we require one day’s room charge as deposit for guests without a reservation.按酒店规定，没有预订的客人得付一天房费作为押金。Would you like a smoking or non-smoking room , XX Mr./Mrs.?XX先生/小姐，您需要一间吸烟房还是不吸烟房?XX Sir/Madam, you room number is 2103. This is your room key. The rate is RMB 498 for one night, no service charge. And the bellboy will show you to your room. Have a nice stay.XX先生/小姐，您的房间号码是2103。这是您的房间钥匙，房间是498元每晚，免服务费。行李生会带您去房间的，祝您愉快。Please remember to return your key before you leave our hotel , XX Mr./Mrs.XX先生/小姐，在您离开酒店前，请记住归还钥匙。Sir, Here is your room key and room card for you. And your room rate includes one buffet breakfast in the western restaurant.先生，这是您的房间钥匙和房卡，您的房费包括西餐厅的一次(自助)早餐。The check-out time is postponed to 2:00pm/ You can check out before 2:00 pm tomorrow. XX Mr./Mrs.XX先生/小姐，我们的退房时间延迟到下午2:00。XX Mr./Mrs. Would you please sign your name here? XX先生/小姐，请您签一下名?XX Mr./Mrs. May I confirm your departure date , Please ? XX先生/小姐，能确认一下您的离店日期吗? 内容提要:Registering a tour group 为团队登记 XX Mr./Mrs. Who is the Tour leader, please? XX先生/小姐，请问谁是领队? Id like to reconfirm your reservation and the schedule for the period of yoRegistering a tour group 为团队登记XX Mr./Mrs. Who is the Tour leader, please? XX先生/小姐，请问谁是领队?I’d like to reconfirm your reservation and the schedule for the period of your stay. XX Mr./Mrs.XX先生/小姐，我想确认一下贵团的预订和日程。Is there any change in the number in your group ，XX Mr./Mrs.? XX先生/小姐，您的团队人数有变化吗?You have made a reservation for 14 double rooms and 6 single rooms. Here is the rooming list, is that right? XX Mr./Mrs.XX先生/小姐，您们预订了14个双人间和6个单人间。 这是住房名单，对吗?XX Mr./Mrs. Here are the room keys and breakfast vouchers. XX先生/小姐，这是房间钥匙和早餐券。XX Mr./Mrs. Your check out time is 8:00 a.m. on the 16th. Has there been any change in your schedule? We’ll arrange a morning call at 6:30 am.XX先生/小姐，您们是16日早8:00离店，日程有变化吗?我们安排早6:30叫早。XX Mr./Mrs. If there is any change, Would you notify the Front Desk, please?XX先生/小姐，如有变化，请通知前台。

前厅部员工2010年培训计划项目 培训课程 教学基本知识点 课时 授课人一 酒店基本知识 1、酒店的基本概念2、酒店的服务项目和基本设施3、酒店的机构设置与基本岗位职责4、酒店的发展史介绍5、酒店的企业文化 2课时 部门经理二 酒店意识 1、 服务意识2、 质量意识3、 制度意识4、 团队意识5、 品牌意识6、 成本意识等 2课时 三 员工手册 1、 总则与组织管理条例2、 员工须知3、 劳动管理及员工福利条例4、 奖惩条例 2课时 部门经理 员工行为规范 1、 员工素质2、 服务纪律3、 着装仪容与礼节礼貌4、 服务语言与服务效率5、 形体动作6、 个人卫生 四 服务心理 前厅服务心理 1课时 五 职业道德与礼貌修养 1、 酒店员工的职业道德2、 酒店员工的礼貌修养3、 酒店员工的礼仪礼貌要求4、 主要客源国客人的风俗禁忌 2课时 部门经理六 总机电话接听与服务 1、 酒店总机电话接听服务规范2、 酒店总机电话接听服务技巧 1课时 七 消防与安全常识 1、 燃烧的基本知识2、 酒店的消防设施3、 酒店的防火制度4、 火警应对5、 酒店的安全守则 1课时 八 酒店常识 1、 酒店营业项目、地点、价格、营业时间2、 酒店路线3、 酒店周边场所 1课时 九 形体训练 1、 表情2、 站姿3、 坐姿4、 走姿 1课时 十 部门专业服务技能 1． 前厅接待岗位职责 2． 行李寄存程序 3． 问讯服务规定 4． 宾客查询及留言程序 5． 换房程序(住房信息变更程序) 6． 酒店钥匙领取的管理办法 7． 预定单的管理规定 8． 客人结帐对帐单有异议处理方法 9． 散客接待工作 10． VIP客人的接待程序 11． 团队及会议客人的接待 12． 开房系统和收银系统管理规定 13． 排房的管理规定 14． 大堂吧的管理规定 15． 捡拾物品的管理和认领程序规定 16． 大堂空调开关、大堂开关灯规定 17． 夜班人员的管理规定 18． 新员工入职培训资料 19． 岗位的卫生标准 20． 各种帐务的处理程序（各种结帐方式） 21． 支票、信用卡使用规定 22． 旅游饭店英语 23． 外宾护照登记 24． 火车、机票，出租车预定规定 25． 推销技巧 26． 礼貌用语、礼仪知识 27． 酒店企业文化 28． 消防知识培训 29． 案例培训、突发情况 10课时 部门经理总课时 15课时 备注：1、1课时为50分钟。