酒店各部门英语学习手册.doc

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1、HaiyattgardenHotelEnglishContents目录ServiceEnglishForEachDepartment部门岗位英语ⅠFrontOffice前厅ⅰReceptiondesk前台接待…………………………………………………………………02ⅱreservation预定部..………………………………………………………………………05ⅲConcierge礼宾部…………………………………………………………………………10ⅳSwitchboard总机…………………………………………………

2、………………………13ⅴBusinesscenter商务中心………………………………………………………………….17ⅡFoodandBeverage餐饮部ⅰTheAfricaDeck菲菲酒廊…………………………………………………………………21ⅱJapaneserestaurant＆Teppanyakirestaurant日铁餐..………………………………………25ⅲItalianrestaurant意式复合餐厅……………………………………………………………34ⅳChineserestaurant中餐

3、厅………………………………………………………………….44ⅢHousekeeping管家部……………………………………………………………………53ⅣSecuritydepartment保安部…………………………………………………………59ⅤTherecreation＆saunadepartment娱乐与桑拿部……………………………6165/65前台接待日常用语Part1Greetings第一部分问候1.WelcometohaiyattgardenHotel.I’m***,whatshouldIcall

4、you,please?欢迎光临海悦酒店。我是***，请问我该怎么称呼你呢？2.Goodmorning/afternoon/evening,Sir/Madame.WhatcanIdoforyou?先生/女士，你好！请问我能为您做点什么？3.Mynameis***,isthereanythingelseIcandoforyou,justletmeknow.我叫***，如果需要我为您做些什么，请告诉我。4.Ifyouhaveanyproblems,pleasefeelfreetocontactus.如果你有

5、任何需要，请随时联系我们。Part2HelpingtoCheck-in第二部分帮助入住1.PleasehaveaseatforawhileI’llhelpyouwiththecheck-inprocedure.请在那边稍坐一会儿，我将会为您办理入住手续。2.Wouldyoupleasegivemeyourpassportandcreditcard?,I’llreturnthemtoyourightawayafterthecheck-inprocedure.请把您的护照和信用卡交给我。办完入住手续后，我

6、会马上归还给您。3.Howmanynightswillyoustaythistime?这次入住您会住多少天？4.Whichroomwouldyoulike,smokingroomornon-smokingroom?您是要吸烟房间还是不吸烟房间？5.Excuseme,Sir/Madame.Howwouldyouliketopaythedeposit,togetherorseparately?先生/女士，不好意思，打搅一下。请问您是要分开付押金还是一起付呢？6.Hereisyourroomkeyandth

7、ebreakfastcoupon.Wouldyoupleasesignhere?这是您的房卡和早餐券。请您在这里签个名好吗？7.Hereareyourpassportandthecreditcard.YoucangouptotheroomnowIhopeyouenjoyyourstaywithus..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。Part3ProvidingServiceDuringStaying第三部分居停期间提供服务1.RegularService常规服务(1

8、)Pleasewaitasecond.I’lltransferitforyou..请稍等一下。马上为你转接过去。(2)Becauseyouarecheckingouttwodaysearly,Youneedtogiveustwocashvouchersback.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)Thereisagreatgardenandpondbehindthehotel,whichissuitableforexercis