餐厅员工英语培训教材.doc

惠州康帝国际酒店 餐饮部餐厅英语培训 Basic English for Hotel Service 一、酒店服务基础英语 称谓(Addressing): （直接）Mr. ×××, Mrs. Ms. ×××, Miss, sir, madam, gentlemen, ladies, young lady, young gentleman. （间接）the lady with you, the gentleman with you, that lady, that gentleman. 问好(Greeting): Good morning, sir/madam. Good afternoon, sir/madam. Good evening, sir/madam. How are you today, sir?（回答：Fine, thank you. And you?） 欢迎(Welcoming): Welcome to the ×××× Hotel. Welcome to our restaurant. We’re glad to see you again. 询问/征询(Asking/inquiring): May I have your name, please? Your initials, please? May I have your first name? May I take you order now? May I have your room number? May I have your signature, sir?… here please. May I know who I’m talking with?（打电话时用） May I ask who is next? May I be of service, madam? May I recommend our , sir? May I help you with , madam? Would you like me to book a for you? Would you like to sit by the window? Would you like to have a cup of tea? Is there anything else I can do for you, madam? How about a ? 祝愿/祝福(Expressing good wishes): Have a pleasant stay at the ×××, sir. Have a pleasant stay with us, madam. Have a nice day! Have a pleasant evening. Have a good weekend! Have a good day. Enjoy your stay/day. Happy New Year! Merry Christmas! Happy Birthday! 对一般祝愿的回答(Answers to good wishes): You too, Mr. . The same to you, sir/madam. 致谢(Expressing thanks): Thank you. Thank you very much. Thank you for telling us. Thank you for your compliment. Thank you for coming. Thank you for calling. Thank you for waiting. Thank you for being so understanding.（得到谅解时用） That’s very kind of you. Thank you very much. 对致谢的回答(Answers to thanks): You are welcome. With pleasure. My pleasure. Thank you.（用升调） 致歉(Apologizing): Excuse me. (打扰客人时) I’m awfully sorry. I beg your pardon, sir. Excuse me for interrupting.（不得不打扰客人时） Sorry to have bothered you.（打扰客人后） I’m very sorry. There could have been a mistake. I do apo