Basic+English+Traning+II基础英文培训.pptVIP

* * * Basic Expressions for Employees II 员工服务英语常用语 Beijing Continental Grand Hotel 北京五洲大酒店 Beijing International Convention Center 北京国际会议中心 Outline Handling Complaints 处理客人投诉 Main Business Area Terms 主要商业区域术语 Giving Directions 指路 Telephone Etiquette 电话用语 Handling Complaints处理投诉 If a guest complains to you, you may say: 如果客人向你投诉、抱怨时，你可以： 1) Im very sorry, madam/sir. There seems to have been a mistake. Ill look into the matter at once and get back to you as soon as possible. 我非常抱歉,女士/先生。是我们出差错了，我马上去查这件事。 2) Thank you for telling us, madam/sir. Ill tell my manager about this at once/right away. Please accept our apologies. 谢谢您告诉我们,女士/先生。我会向经理报告这件事，请接受我们的道歉。 Main Business Area Terms 主要商业区域术语 咖啡厅 The Café Restaurant 五洲食府 The China Palace Restaurant 棕色茶餐厅 Dim Sum Restaurant 宴会厅 Ballroom 第一会议厅 Convention Hall No.1 北辰厅 North Star Room 荔江厅 Lijiang Room 贵宾厅 VIP Room 五洲厅 Wuzhou Room 商务中心 Business Center 商品部 Gift Shop Pop Quiz Giving Directions (Cont.) 指路 This way, please./Follow me, please. 这边请。 Please go straight ahead. 请一直往前走。 Please turn right/left. 请向右转/左转。 It’s on your left/right hand. 它在您的左手/右手边。 Please go downstairs/take the lift to (1st/2nd/3rd) floor. 请下楼梯或乘电梯到…楼。 Please go upstairs/take the lift to … floor. 请上楼梯或乘电梯到…楼。 It’s opposite/next to the… 它在…的对面/旁边。 Giving Directions 指路 hallway/corridor 走道，连廊 sign 指示牌 go along 沿着，顺着 go straight ahead 直走 The hallway connects our hotel and convention center. 这是连接酒店和会议中心的连廊。 Please go along this way and turn left/right when you see… 请沿着这条路走，当您看见XX时，请左转/右转。 Please go straight ahead and turn left/right at the end of this way. 请一直走到这条路的尽头再左转/右转。 ___is on your left/right hand. XX就在您的左手边/右手边。 ___is opposite/next to the___. XX就在XX的对面/旁边。 Exercise Role Play 1 请每组出一个关