凯宾斯基酒店英语培训手册.doc

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1、BasicEnglishTrainingWorkbookPERFORMANCETHROUGHPEOPLEPERFORMANCE.PASSION.ATTITUDE.EMPOWERMENT.PROFESSIONALISMGreeting问候-Goodmorning/afternoon/evening,sir/madam!早上好/下午好/晚上好，先生/夫人！-Howareyoutoday,sir?您好吗，先生？-Howdoyoudo!您好吗？-Howareyou(doing)?最近好吗？-Nicetomeet/seeyou!很高兴见到你！Welcome欢迎-Welc

2、ometoKempinskiHotelDalian!欢迎光临大连凯宾斯基饭店。-Welcometoourrestaurant.-欢迎光临本餐厅。-We’regladtoseeyouagain.-很高兴见到您。Asking/inquiring询问/征询-MayIhaveyourname,please?-可以告诉我您的名字吗？-Yourinitials,please?-请告诉我您姓名的首字母。-MayIhaveyoursignaturehere,sir?-请您在这里签字。-Wouldyouliketoleaveamessage?-您需要留口信么？-Ibegyour

3、pardon?-您能再说一遍么？-Whatdoyouthinkofourservice?-您觉得我们的服务怎么样？-MayIknowyourname/roomnumber?-能告诉我您的名字/房号么？-MayIknowwhomI’mtalkingto?请问您是哪位？（打电话时用）-MayIbeof(your)service,madam?请让我为您服务，夫人。-MayIrecommendourxxtoyou,sir?先生，我向您推荐xx。-Howaboutaxx?xx怎么样？-Wouldyoulikemetobookyouaxx?为您预订xx，可以吗？-Woul

4、dyouliketositbythewindow?您喜欢坐窗边的位置吗？-Wouldyouliketohaveacupoftea?您来一杯茶吗？-IsthereanythingelseIcandoforyou,madam?夫人，您还有什么需要吗？Expressinggoodwishes祝福-Haveapleasantstaywithus,Sir.愿您和我们共度好时光。-Haveaniceday/apleasantevening/agoodweekend!祝您今天/今晚/周末愉快！-Enjoyyourstay/day.祝您愉快！-HappyNewYear/Bir

5、thday!新年/生日快乐！-MerryChristmas!-圣诞快乐！Answerstogoodwishes对祝愿的回答-Youtoo,Mr.xx/Ms./Mrs./Miss.也祝您愉快！-Thesametoyou,sir/madam.也祝您愉快！Expressingthanks致谢-Thankyouverymuch.-非常感谢。-Thankyouforcoming.-谢谢您的光临。-Thankyouforbeingsounderstanding.-谢谢您的理解。（得到谅解时用）-That’sverykindofyou.Thankyouverymuch.-您

6、真是太好了！谢谢！Answerstothanks对致谢的回答-Youarewelcome.-不用谢-Withpleasure.-别客气-Mypleasure.-乐意为您效劳！-Gladtobeofservice.Pleasefeelfreetocontactusanytime.-很高兴为您服务，请随时与我们联系。Apologizing致歉-Excuseme.不好意思，打扰一下！-I’mawfullysorry.-真是很抱歉！-Ibegyourpardon.请您原谅！-Excusemeforinterrupting.抱歉，打扰一下。不得不打扰客人时）-Sorry

7、tohavebotheredyou.抱歉，打扰了！（打扰客人后）-I’mverysorry.Therecouldhavebeenamistake.Idoapologize.对不起，可能出了什么差错，我真诚向您道歉。（有投诉时）-I’msorry.I’mbeingcalled.不好意思，有人叫我/有个电话找我。（终止谈话时）-I’msorry.Aguestiswaitingforme.抱歉，有个客人正在等我过去。（终止谈话时）-I’msorrytohavekeptyouwaiting,sir.抱歉让您久等了！-I’msorry.Therestaurantisfu

8、llybooked.很抱歉，餐厅已经订