员工英语手册.docVIP

PAGE PAGE 2 员工英语手册 Haiyatt Garden Hotel Houjie Staff English Handbook  培训部 编 Edited By Training Office Contents 目 录 Part One Elementary English 公共英语 Ⅰ Courtesy Service English 礼仪英语………………………01 Ⅱ Hotel Facilities 酒店设施…………………………………03 Ⅲ Situational Responses情景应答…………………………..04 Part Two Service English For Each Department 部门岗位英语 1、Front Office 前厅……………………………………………..07 2、F＆B 餐饮部………………………………………………….11 ⅰ Chinese Restaurant 中餐…………………………………………………….. 11 ⅱ Italian Restaurant＆Teppanyaki 意餐及铁餐..……………………………….13 ⅲ The Bar酒吧…………………………………………………………………..15 ⅳ Key Words重要单词………………………………………………………….18 3、Housekeeping管家部…………………………………………22 4、The Spa＆Health Club 桑拿及健康中心…………………….26 Part Three Departments And Positions 酒店部门和职位名称 厚街海悦花园大酒店礼貌服务英语 全员培训教案（公共部分） PART I Elementary English for Hotel Staff Courtesy Service English 礼仪英语 ◆欢迎和问候语 Greetings Good morning (afternoon, evening), sir (madam).早上（下午、晚上）好，先生（夫人） How do you do? 您好！（初次见面） How do you do? 您好！ Glad to meet you. 很高兴见到您。 How are you? 您好吗？ Fine, thanks. And you? 好的，谢谢，您呢？ Welcome to our hotel (restaurant). 欢迎到我们酒店（餐厅）来。 Wish you a most pleasant stay in our hotel.愿您在我们酒店过得愉快.(客人刚入店时) I hope you will enjoy your stay with us. 希望您在我们酒店过得愉快。（客人在酒店逗留期间） Have a good time! 祝您过得愉快！ ◆电话用语 Terms of Telephone Good morning, Front Desk. Can I help you? 早上好， 前厅。请问有什么可以帮到您的？ Sorry, I’ve dialed the wrong number. 对不起，我拨错号了。 Please press 9 first and when you hear the dialing tone, press the number you want. 请先拨9，听到拨号音后再拨您所要的号码。 Hold on ,please. 请稍等。 Sorry. He is not in at the moment. 对不起，他现在不在。 Would you like to leave a message? 您要留口信吗？ Would you repeat that, please? 对不起，请再说一遍好吗？ I beg your pardon? 对不起，请再说一遍好吗？ ◆祝贺语 Congratulations Congratulations! 祝贺您! Happy birthday! 生日快乐! Happy New Year! 新年快乐! Merry Christm