Basic English Training B3.pptVIP

Hotel Basic English Training B1 酒店基础英语培训B1 Knowing your hotel 了解你的酒店 Formal English Informal English 正式英语与非正式英语的区别 Informal English 非正式英语 What’s your name? 你叫什么名字？ Do you want some tea? 您要喝茶吗？ Over here 这边。 Formal English 正式英语 May I have your name? 请问您贵姓？ Would you like some tea? 请问您想喝茶吗？ This way, please? 请您往这边走好吗？ Attention 注意事项 Do not say “OK, Sure, Yeah”,you can say “Certainly, sir\Of course, sir.” 不要说“OK, Sure, Yeah”等,而要说“Certainly, sir\Of course, sir.” Do not say “Hey, uh-huh, Hang on”. “Hey, uh-huh, Hang on”等，也不适合在酒店中使用。 Do not say “I don’t know.”it is not polite. 别说“I don’t know.”回答“不知道”是非常不礼貌的说法。 You can say “Just a moment, please. I’ll check that for you.’’ and then ask other staff for help. 可以说“Just a moment, please. I’ll check that for you.”（请稍后，我来帮您确认），然后请有能力处理的人前来协助。 Attention 注意事项 It polite to address male guest as “Sir\Mr” 对男性客人，尊称为Sir\Mr；面对女性客人时尊称为Madam\Miss\Ms\Mrs。 It is not polite to call young guest “girl\boy”, you can say “Excuse me” 至于称呼小孩，可以直接使用Excuse me，但是不可以直接称呼boy或girl。 It is good to use body language to communicate with foreigner, but you must be make sure all are appropriate. 在面对语言不通的外籍人士时，一定要多加使用手势和肢体语言。但是使用手势时要特别小心，因为对于不同国家、民族而言，手势的意义也大不相同。 Basic Hospitality English 基本待客英语 In formal English, basic question sentences can be divided into the four patterns 在正式的英语表现里，疑问基本句型可分为下列四种： 1、May I ~ 2、Could you ~ 3、Would you ~ 4、Shall I ~ If you know well about this four patterns ,you can get along well with our guests. 只要理解这四种基本的句型，就可以处理大部分业务上的状况。 Basic Hospitality English 基本待客英语 If you want to do something, you can use “May I ” 自己要做什么事时，就使用“May I ~” May I have your name, please? May I have your check-out time, please? May I see your passport, please? May I know your nationality, please? 请问您尊姓大名？ 请问我可以知道您的离店日期吗？ 请让我看一下您的护照好吗？ 请问您的国籍是什么？ Basic Hospitality English 基本待客英语 If you trouble sb. to do sth. ,you can use “Could you ” 麻烦客人时，可使用“Could you ~” Could you fill out the form, please? Could you write that down, please?