酒店公共英语应用培训.pptx

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1、新员工入职培训酒店公共礼貌英语ENameofDepartment阳光酒店七部一室前厅部FrontofficeDpt餐饮部Food&BeverageDpt客房部HousekeepingDpt营销部Sales&MarketingDpt安保部SecurityDpt工程部EngineeringDpt财务部FinancialDpt人事行政办公室HumanResource&ExecutiveOfficeGREETING&FAREWELLSwelcome欢迎friend朋友farewell告别identify识别definitely肯定safe安全的enjoy喜欢pl

2、eased高兴sure当然trip(短程)旅行weekend周末again再lookforwardto盼望satisfaction满意VOCABULARYPHRASESONTHEJOBGoodmorning/Goodafternoon/Goodevening/Goodnight/Good-bye早上好/下午好/晚上好/晚安/再见WelcometoSoluxeHotel,Urumqi.欢迎来到乌鲁木齐阳光酒店Welcomeback欢迎回来Nicetomeetyou./Itwasnicetoseeingyou.很高兴见到您。Itwasnicetoseeyou

3、again.很高兴又见到您。Enjoyyourstaywithus.祝您入住愉快。Haveasafejourney(Haveasafetriphome)/Haveanicetrip/Haveagoodday/Haveagoodweekend.一路平安/旅途愉快/祝您有愉快的一天/周末愉快Hopetoseeyouagain./Lookforwardtoseeingyouagain盼望再见到您。Seeyoulater回头见。Thankyouforcoming感谢光临。Howareyou?您好吗？Fine,thankyou,andyou?很好，谢谢，你呢？PH

4、RASESONTHEJOBCONVERSATIONStaff:Goodmorning,Mr.Smith.Howareyoutoday?员工：早上好，史密斯先生，您今天好吗？Guest:Goodmorning,Jane.I’mfine,thanks,andyou?客人：早上好，简。我很好，谢谢，你呢？Staff:I’mfinetoo.Areyouchecking-outtoday?员工：我也很好，您今天要离店了吗？Guest:yes,Ithinkso.客人：是的。Staff:Didyouenjoyyourstayhere?员工：您在这里住的还愉快吗？Gue

5、st:Yes,Idid.客人：是的，我很愉快。CONVERSATIONStaff:Ihopeourserviceistoyoursatisfaction.员工：我希望我们的服务能让你满意。Guest:Sure.I’mverypleasedwitheverythinghere.客人：似的，我对这里的一切都很满意。Staff:Thankyou.Iwishyouanicetriphomeandlookforwardtoseeingyouagain.员工：谢谢您，希望您一路平安并且盼望再一次见到您。Guest:Thankyou.I’lldefinitelycom

6、etoSoluxeHotelnexttimewhenI’minUrumqi.客人：谢谢你。当我下一次来乌鲁木齐的时候我一定会来阳光酒店的。APOLOGIESExcuse原谅apologize请求原谅mistake错误forgive原谅mind介意assure保证sorry对不起Rightaway马上happen发生bill帐单check检查assist协助VOCABULARYAPOLOGIESafraid恐怕accept接受beg乞求pardon请再说一遍disturb打扰immediately立刻地misunderstanding误解problem问题

7、solve解决fix修理VOCABULARYPHRASESONTHEJOBIamsorry.对不起。Excuseme.抱歉/打扰了Idoapologize.我真诚地道歉。Pleaseforgiveme.请原谅。PHRASESONTHEJOBPleaseacceptourapology.请接受我们的歉意Iamsorrytohearthat.听到这个我非常抱歉。Iamsorrytodisturb.不好意思打扰一下。PHRASESONTHEJOBWouldyoupleasewaitamoment?请稍等好吗？Wouldyoumindwaitingasecond

8、?请稍等好吗？I’llfixtheproblemrightaway.我将立刻为您