1、酒店英語培訓教材（目錄）第一部分 國際音標及語音語調(diào)第二部分 酒店內(nèi)部公共英語第一單元 酒店職位與職務第二單元 酒店部門英語第三單元 酒店常見設施第四單元 服務臺常用詞匯第三部分 酒店常用英語第一單元 稱謂第二單元 歡迎與問候第三單元 介紹與寒暄第四單元 指引（指路）用語第五單元 詢問信息（征詢語）第六單元 祝愿語及回答第七單元 致歉與致謝語第八單元 提醒和告別用語第九單元 處理客人投訴第十單元 常見的餐廳英語問題第十一單元 其他用語第四部分 酒店崗位日常服務用語第一單元 前臺類第二單元 客房類第三單元 餐飲類第四單元 康娛類第一部分 國際音標及語音語調(diào)元音(vowel)單元音雙元音輔音（co

2、nsonant）p t k f s tr tsb d g v z dr dz第二部分 酒店內(nèi)部公共英語第一單元 酒店職位與職務董事長：Director 總經(jīng)理：General Manager 總經(jīng)辦：Executive Office 總經(jīng)辦主任：Director of Executive Office 車隊長：Chief Driver 行政干事：Executive Affairs 司機：Driver 文員：Clerk電腦部經(jīng)理：EDP Manager電腦工程師：Computer Engineer電腦操作員：Computer Operator總工程師：General Engineer高級工程師：

3、Senior Engineer值班工程師：Duty Engineer主管工程師：Supervisor Engineer電梯高級技工：Lift Senior Technician空調(diào)高級技工：Air-conditioning Technician鍋爐高級技工：Senior Boiler man強電值班技工：Duty Electrician強電維修技工：Electrician電梯技工：Lift Man機修技工：Machination弱電值班維修技工：Duty Electrician 強電維修高級技工：Senior Electrician財務部總監(jiān)：Financial Controller 財務部經(jīng)

4、理：Chief Accountant 會計部經(jīng)理：Accounting Manager成本部經(jīng)理：Cost Controller 采購部經(jīng)理：Purchasing Manager 倉庫主管：Storeroom Officer收銀主管：Cashier Officer會計主管：Accounting Officer采購主管：Purchasing Officer收貨員：Receiver出納員：Teller工資員：Payroll Control 采購員：Purchaser成本員：Cost Control 倉管員：Storeman收銀員：Cashier會計：Accouter總管事：Chef Steward

5、 主管：Steward Supervisor 清潔工：Cleaner人事部總監(jiān): Personnel Director 人事部經(jīng)理：Personnel Manager人事助理兼后勤總務: Personnel Officer員工宿舍領班：Staff Dormitory Captain宿舍管理員：Staff Dormitory Keeper培訓部經(jīng)理：Training Manager培訓部主任(人事干事)： Training Officer翻譯兼英語教師：English Translator & Teacher市場營銷部總監(jiān)：Director of Sales and Marketing銷

6、售部經(jīng)理; Sales Manager高級客戶經(jīng)理：Senior Clients Manager策劃經(jīng)理：Planning Manager公關部經(jīng)理; Public Relations Manager銷售部副經(jīng)理：Sales Manager Assistant銷售主任：Sales Officer公關主任：Public Relations Officer員工餐廳主管：Staff Canteen Supervisor 員工餐廳領班：Staff Canteen Captain廚師：Cook廚師助理：Cook Assistant房務總監(jiān)：Rooms Division Director前廳部經(jīng)理：Fro

7、nt Office Manager接待處經(jīng)理：Reception Manager管家部經(jīng)理：Executive Housekeeper 管家總管：Asst. Executive Housekeeper大堂副理：Assistant Manager總機主管：Operators Supervisor樓層高級主管：Senior Floor Supervisor樓層主管：Floor Supervisor 公衛(wèi)主管：PA Supervisor 洗衣房主管：Laundry Supervisor 布草主管：Uniforms Supervisor接待處領班：Receptionist Captain 總機領班：O

8、perators Captain 服務中心領班：Service Center Captain 樓層領班：Floor Captain 公衛(wèi)領班：PA Captain水洗領班：Laundry Captain干洗領班：Dry Clean Captain 布草領班：Uniforms Captain 服務中心文員：Service Center Clerk健身房服務員：Gymnasium Attendant客房服務員：Room Attendant 接待員：Receptionist 行李員：Bellboy 門僮：Doorman清潔工：P.A. Man 縫紉工：Seamstress 熨燙工：Presser 洗

9、滌工：Washer 保安部經(jīng)理：Security Manager高級主管：Security Senior 主管：Security Supervisor消防主任： Fire Center Officer領班：Security Captain消防員：Fireman保安員：Security Guard娛樂總監(jiān)：Recreation Director 餐飲總監(jiān)：F & B Director餐飲部經(jīng)理：F & B Manager宴會銷售部經(jīng)理：Banquet Sales Manager 樓面經(jīng)理：Service Manager中餐部經(jīng)理：Chinese Restaurant Manage

10、r西餐部經(jīng)理：Western Restaurant Manager營業(yè)部經(jīng)理：Sales Manager酒水部經(jīng)理：Beverage Manager行政總廚：Executive Chef助理行政總廚：Asst. Executive chef中廚總廚：Master Chef Chinese Food中廚主廚：Sous Chef (Chinese Kitchen)西廚總廚；Master Chef .Western Food西廚主廚：Sous Chef (Western Kitchen)西餅主廚：Chief Baker樓面部長：Captain 宴會銷售主任：Banquet Sales Officer

11、 高級服務員：Senior Waiter & Waitress咖啡廳主管：Coffee Shop Supervisor 高級主管；Senior Supervisor 領班：Captain 調(diào)酒師：Bartender 酒吧服務員：Barman點心工：Pastry Cook燒味廚師：Grill Chef廚工：Cook Assistant碗工：Dishwasher咨 客：Hostess傳菜員：Pantry man 服務員：Waiter & Waitress實習生：Trainee第二單元 酒店部門英語酒店部門英語名稱Executive Office行政辦公室 Human Resourc

12、es Dept.人力資源部 Training Department培訓部Food & Beverage Dept.餐飲部 Housekeeping Dept.管家部 Recreational Dept.康樂部 Information Technology Department電腦部 Engineering Dept.工程部 Financial Dept.財務部 Front Office前廳部 Sales Dept.市場營銷部 Purchasing Dept.采購部Operator總機Reception接待處Information問訊處Security Dept.保安部Reservati

13、ons預定處 Concierge禮賓部Business Center商務中心 Ticket counter票務處Cashiers Counter收銀處 Fire Fighting Center消防中心 第三單元 酒店常見設施Fitness Centre健康中心Chinese Restaurant中餐廳Western Restaurant西餐廳Conference room會議室Function room宴會廳Indoor swimming pool室內(nèi)泳池Beauty saloon美容中心Snooker room桌球室Laundry洗衣部Lobby大堂Suite套房 Standard room

14、標準間 Double room大床間 Mini-bar小酒吧 escalator 自動樓梯 bookshelf 書架 ground floor (英)底，層，一樓 cabinet 櫥柜 switch 開關 venetian blind 百葉窗簾 curtain 窗簾 wastebasket 字紙簍tea trolley 活動茶幾 night table 床頭柜 first floor (英)二樓，(美)一樓 folding screen 屏風 hanger 掛鉤 plug 插頭 Chinese painting 國畫elevator, lift 電梯 drawer 抽屜 second floo

15、r (英)三樓，(美)二樓 spring 彈簧 cushion 靠墊，墊子 socket 插座，插口 sitting room 起居室 voltage 電壓carpentry (總稱)木器 tea table 茶幾 bedclothes 床上用品 quilt 被子 mattress 床墊 thermos 熱水瓶 transformer 變壓器 第四單元 服務臺常用詞匯 management 經(jīng)營、管理 market price 市價 cashier's desk 兌換處 coin 硬幣 accounting desk 帳務處 check-out time 退房時間 voucher 證件

16、 price list 價目表 check, cheque 支票 sign (動)簽字 interest 利息 form 表格reservation 預訂 reception desk 接待處 tip 小費 reservation desk 預訂處 luggage office 行李房 per thousand 千分之 spare (形)多余的 postpone (動)延期 cancel (動)取消 travelers cheque 旅行支票 pay (動)付款 fill (動)填寫administration 管理、經(jīng)營 note 紙幣 registration desk 入宿登記處 lob

17、by 前廳 luggage rack 行李架 visit card 名片 identification card 身份證 rate of exchange 兌換率 conversion rate 換算率 charge (動)收費 bill 賬單 change money 換錢procedure 手續(xù)、程序 information desk 問詢處 luggage label 行李標簽 overbooking 超額訂房 percent 百分之 reasonable (形)合理的 cash (動)兌換 keep (動)保留、保存 bank draft 匯票 accept (動)接受 procedu

18、re fee 手續(xù)費 fill in the form 填表 電訊服務 operator 電話員 house phone 內(nèi)部電話 special line 專線 dial a number 撥號碼 hold the line 別掛電話 can't put somebody through 接不通 ordinary telegram 普通電話receiver 聽筒 city phone 城市電話 telephone number 電話號碼 replace the phone 掛上電話 Line, please. 請接外線。 The line is busy(engaged) 占線。 s

19、end a telegram(cable) 發(fā)電報long distance 長途電話 telephone directory 電話簿 call somebody up 打電話給某人 can't hear somebody 聽不見 can't get through 打不通 inland telegram 國內(nèi)電報 ordinary mail 平信switchboard 交換臺 central exchange 電話總局 The connection is bad. 聽不清。 express telegram 加快電報 special despatch 專電 registere

20、d fee 掛號郵資 postcard 明信片第三部分 酒店常用英語第一單元 稱謂1、直接稱謂：Mr., Mrs., Ms., Miss., Sir, Madam, Gentleman, Lady, young gentleman.2、間接稱謂：the lady with you, the gentleman with you, that lady, that gentleman.第二單元 歡迎與問候歡迎：1、I hope you will enjoy your stay with us.希望您在我們賓館過得愉快。（客人剛?cè)氲陼r）2、Welcome to our Hotel.歡迎光臨我們酒店。

21、3、Were glad to see you again.我們很高興能再見到您。問候：1、Good morning, sir/madam早上好！先生/夫人。2、Good afternoon, sir/madam下午好！先生/夫人。3、Good evening, sir/madam晚上好！先生/夫人。4、How are you today, sir? 先生，今天一切都好嗎？回答：Thank you. And you? 很好，謝謝。你呢？ 5、How do you do?您好?。ǔ醮我娒妫?、Glad to meet you .很高興見到您。7、Wish you a most pleasant s

22、tay in our hotel .愿您在我們賓館過得愉快。（客人在飯店逗留期間）8. hope you have enjoyed your stay with us.希望您在我們賓館過得愉快。（客人離店時）第三單元 介紹與寒暄Greetings寒暄Let me introduce myself: Im Judy, a waitress in the restaurant. 我介紹一下自己吧，我叫JUDY，是本餐廳的服務員。Or: May I introduce myself?This is my colleague, Jack Wang. 這是我的同事JACK。Ive often heard

23、 about you. 我經(jīng)常聽人說起你。Your name just doesnt come to me. 我就是想不起你的名字來。Your look familiar, have we met before? 你看起來好眼熟，我們以前見過面嗎？Have you met Jeff? -No, Im afraid not/ No, I dont believe so./Yes, we already met.How nice to see you again! 很高興再次見到您！Im so glad you could come. 你能來我真高興。What a pleasant surpris

24、e, I havent seen you for ages. 這真是一個驚喜，我好久沒看到您了。How are you doing these days? 最近怎樣。-Im ok/Im just great./Fine, thank you, how about you?/All right, and you?/Quite well./Pretty good. /Everythings fine./So far so good.Nice talking to you. 和您談話很高興。Its been a great pleasure talking to you。 和您談話很榮幸。-Its

25、also been wonderful to me.Will you excuse me for a minute, please? 可以允許我失陪一會嗎？See you again/soon/next time.小知識：當自己做中間人，把一方介紹給另一方的時候，應遵從如下原則，把職 位或地位低的介紹給職位或地位高的，把次要人物介紹給重要人物，把年紀小的介紹給年紀長的，把男士介紹給女士等。第四單元 指示用語指示：1、Let me show you.讓我告訴您。2、This way, please.這邊請。3、Please dial “0”, sir.先生，請按“0”4、It will be o

26、n your right hand side. You wont miss it.它在您的右手邊，您一定能夠找到的。5、Go straight ahead.直走。6、Go down to the lobby.往下走到大堂。7、Please take the lift to the 3rd floor.請您乘電梯到三樓。8、Turn left/right at the first corner.請在第一個轉(zhuǎn)彎角轉(zhuǎn)左/右9、Go upstairs/downstairs.上樓/下樓。10、Its on the second (third) floor .在二（三）樓。11、Excuse me.對不起

27、。Where is the washroom (restroom, elevator)?請問盥洗室（休息室、電梯）在哪兒？12、Its in the lobby near the main entrance.在大廳靠近大門。13、Its in the basement at the end of the corridor.在地下室走廊盡頭。 第五單元 詢問信息（征詢語）詢問/征詢：1、May I have your name, please?請問您叫什么名字？2、Your initials, please?請問您的名字首寫字母？3、May I have your first name?請告訴我

28、您的名字。4、May I take your order now?我現(xiàn)在為您下單好嗎？5、May I have your room number?請您告訴我您的房間號，好嗎？6、May I have your signature, sir?here please.先生，請您把名字簽這兒，好嗎？7、May I know who Im talking with?(打電話時用)請問您是哪位？8、May I ask who is next?請問下一位是哪位？9、May I be of service, madam?請問這位夫人，我能為您做些什么？10、May I recommend our, sir?

29、先生，我能為您推薦我們11、May I help you withmadam?夫人，我能幫您做12、Would you like me to book a for you?需要我為您訂13、Would you like to sit by the window?您喜歡坐在靠窗邊的位置嗎？14、Would you like to have a cup of coffee?來杯咖啡如何？15、Is there anything else I can do for you, madam?這兒需要我?guī)兔幔?6、How about a您覺得怎樣？17、What can I do for you .我能

30、為您干點什么？第六單元 祝愿語及回答祝愿/祝福：1、Have a pleasant stay at our hotel, sir.愿您在我們中心，一切順心開心。2、Have a pleasant stay with us, madam.夫人，愿您和我們在一起開開心心。3、Have a nice/good day!祝您今天一切都好！4、Have a pleasant evening.愿您擁有一個愉快的晚上。5、Have a good weekend!周末愉快！6、Enjoy your stay/day.愿您在這兒玩得開心。7、Happy New Year!新年快樂！8、Merry Christm

31、as!圣誕快樂！9、Happy Birthday!生日快樂！10、Congratulations!祝賀您！11、Have a nice holiday!假日快樂！12、Wish you every success!祝您成功！13、Wish you good business.對一般祝愿的回答：1、You too, Mr也希望您也一樣2、The same to you, sir/madam也希望您也一樣。第七單元 致歉與致謝語致謝：1、Thank you.謝謝。2、Thank you very much.非常感謝。3、Thank you for telling us.感謝您的慷慨陳詞。4、Tha

32、nk you for your compliment.謝謝您的贊美。5、Thank you for coming.感謝您的到來。6、Thank you for calling.謝謝您打電話給我。7、Thank you for waiting.謝謝您在此等我。8、Thank you for being so understanding.理解萬歲。9、Thats very kind of you. Thank you very much.非常感謝。對致謝的回答1、You are welcome.不用謝。2、With pleasure.這是我的榮幸。3、My pleasure.這是我們榮幸。4、Th

33、ank you.謝謝。5、Glad to be of service. Please feel free to contact us anytime.很高興能為您服務，有需要請隨時聯(lián)系我們致歉：1、Excuse me.不好意思，打擾了。2、Im awfully sorry.我感到十分的抱歉。3、I beg your pardon, sir.先生，您能再說一次嗎？4、Excuse me for interrupting.(不得不打擾客人時)不好意思，打擾了。5、Sorry to have bothered you.不好意思，打擾了。6、Im very sorry. There could hav

34、e been a mistake. I do apologize非常抱歉，這兒肯定是出錯了。真的對不起。7、Im sorry. Would you excuse me, please.對不起。您能原諒我嗎？8、Im sorry. Im being called.對不起，我得接個電話。9、Im sorry to have kept you waiting, sir.很抱歉，讓您等了我這么久。10、Im sorry. The house/restaurant is fully booked.很抱歉。酒店已經(jīng)客滿了。11、Im sorry. We have run out of.我感到十分抱歉。我們

35、把都用完了。12、Im sorry to trouble you.對不起打擾你了。13、Im sorry to have taken so much of your time.對不起占用你太多時間了。14、I hope youll forgive me.我希望你能原諒我。對道歉的回答：1、Thats all right.沒關系。2、It doesnt matter.沒關系。第八單元 提醒和告別用語提醒用語：1、Here you are(遞東西時)給您。2、Here we are.(到目的地)我們到了。3、There comes the taxi.(有的士來時)有部的士來啦。4、There he

36、 is.(發(fā)現(xiàn)要找的人時)他在那。5、Be aware of the ceiling, sir.當心天花板，先生。6. Mind/(Watch)your step.請走好。7. Please be careful.請當心。8. Please dont leave anything behind.請別遺忘您的東西。9. Please dont smoke here.請不要在這邊抽煙。告別語：1、Good-bye, and have a nice trip.再見，祝您一路順風。2、Thank you for coming.感謝您的光臨。3、Sorry, I have to go. Nice tal

37、king with you.對不起，我不得不走了。和您談話很開心。4、We all look forward to serve you again.我們期待能再次服務您。5、Hope you enjoyed staying with us.希望您能和我們一起度過愉快的時光。6、Have a good time!祝您過得愉快！7、See you later.再見。8、Good night .晚安。9、See you tomorrow.明天見。10、Goodbye and hope to see you again.再見，希望再見到您。11、Wish you a pleasant journey!

38、 Good luck!祝您旅途愉快！祝您好運！第九單元 處理客人投訴1、Can you change the room for me？ It's too noisy能給我換個房間嗎？這兒太吵了。2、My wife was woken up several times by the noise the baggage elevator made我妻子被運送行李的電梯發(fā)出的嘈雜聲弄醒了幾次。3、She said it was too much for her她說這使她難以忍受。4、I'm awfully sorry，sir非常對不起，先生。5、I do apologize我向您道歉

39、。6、No problem，sir沒問題，先生。7、We'll manage it，but we don't have any spare room today我們會盡力辦到，但是今天我們沒有空余房間。8、Could you wait till tomorrow？等到明天好嗎？9、I hope we'll be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep我希望明天晚上我們能呆在一套安靜的房間里睡個好覺。10、And if there is anything

40、 more you need， please let us know如果還需要別的什么東西，請告訴我們。11、The light in this room is too dim這房間里的燈光太暗了。12、Please get me a brighter one請給我換個亮的。13、Certainly，sirI'll be back right away好的，先生，我馬上就回來。14、The room is too cold for meI feel rather cold when I sleep這房間太冷了，我睡覺時感到很冷。Dialogue AA guest（B） wants to

41、 change a roomHe goes to the assistant manager（A）A：Good morning，sirWhat can I do for you？B：I'm BellI'm in Room 908Can you change the room for me？It's too noisyMy wife was woken up several times by the noise the baggage elevator madeShe said it was too much for herA：I'm awfully sorry，

42、sirI do apologizeRoom 908 is at the end of the corridorIt's possible that the noise is heard early in the morning when all is quietB：Anyhow，I'd like to change our roomA：No problem，sirWe'll manage it，but we don't have any spare room todayCould you wait till tomorrow？The American Peopl

43、e-to-people Education Delegation will be leaving tomorrow morningThere'll be some rooms for you to choose fromB：All rightI hope we'll be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleepA：Be sureI'll make a note of thatEverything will be taken care ofAnd if

44、there is anything more you need，please let us knowDialogue BA：Good evening，ma'amDid you ring for service？What can I do for you？B：YesThe light in this room is too dimPlease get me a brighter oneA：Certainly，sirI'll be back right awayDo you mind if I move your things？B：Oh，noGo aheadA：Thank youH

45、ow is the light now？B：It's much better nowThank youA：You're welcomeAnd if you need any other things，please let us knowB：Ah，yes，the room is too cold for meI feel rather cold when I sleepCan you turn off the air-conditioning？A：（Checks）The air-conditioning is already off，ma'amB：Maybe I'

46、m getting a coldA：Would you like an extra blanket？B：OKAnd would you please get me some hot water，too？I think I need to take some medicineA： Certainly，ma'amI'll be right backhere is a blanket，and hot water for youAnything else？B：No，thanksA：Good night，maam.Words and Expressionselevator n電梯corr

47、idor n走廊，回廊delegation n代表團extra a額外的，外加的blanket n羊毛毯，毯子，毛氈第十單元 常見的餐廳英語問題常見的餐廳英語問題(Q:服務員 A:顧客)A: Have you got a table for two, pleaseQ: Certainly, sir. I'll show you to your table.A: May I have a reservation for ten for tonight, please?Q: I'm sorry, sir. The restaurant is fully booked.Q: 您預定了

48、嗎Q: Have you made a reservation?Q: 您喜歡吸煙區(qū)還是非吸煙區(qū)?Q: Would you like smoking or non-smoking areaQ:您想喝些什么Q: Would you like something to drink?Q: 您現(xiàn)在可以點餐嗎Q: May I take your order now?Q: 請坐,給您菜單,先生.A: Sit down, please. Here is the menu, sir.Q: 您想吃什么菜Q: What kind of foods would you like to have?Q: 您用餐前要喝什么

49、嗎Q: What would you like to drink before your meal?Q: 您要喝咖啡還是茶?Q: What would you like to have, coffee or tea?Q: Could I have the bill, pleaseA: Certainly, sir. Wait a moment, please.Q: 請問您怎樣付款?A: How would you like to pay?Q: 這是您的賬單,請您在這里簽名.Q: Here is the bill. Please sign your name here.A: 餐廳招牌菜式是什麼?

50、A: What is the specialty of the house?Q: 今天餐廳有什么特餐嗎?A: What do you have for today's special?Q: 餐廳是否有供應素食餐Q: Do you have vegetarian dishes? A:Could you tell me where I could wash my hands?Q: Go straight ahead. Turn left.A I'd like a glass of water, please.Q: Certainly, sir. I'll bring it

51、right away.Q: 請給我一瓶礦泉水.A: May I have a bottle of mineral water?A: My steak is overdone. It's too tough.Q: I'm terribly sorry to hear that.A: 甜點有那幾種?A What do you have for dessert.A:可以給我一些芝士嗎A: May I have some cheese?A: 可以給我一點蕃茄醬嗎A: May I have some ketchup, please?A: 可不可以不要甜點改要水果?A: Can I hav

52、e some fruit instead of the dessert?Q: I would like to have your special beefsteak.Q: How do you like your beefsteak, sir?A:Medium well, please.Q: How would you like your eggs?A: A fried egg, sunny-side up.A: Could you tell me the Service hours of restaurant?Q: 7:00a.m.to 9:00a.m. for breakfast.A:請給

53、我刀,叉.A: May I have a fork and knife, pleaseA請給我一雙筷子.A: May I have a pair of Chopsticks, please?A: Can we sit over there There's a table free by the window.Q: Sorry, sir. The table has been reserved.A: What do you recommend?Q: How about a green tea or a jasmine tea?A: I like to have a cup of coff

54、ee, please.Q: Certainly, madam. What kind of coffee would you like?Q: 給您.砂糖就在那邊.Q: Here you are. You'll find the sugar just over there.Q:請在您的賬單上簽上您的名字和房間號Q: Could you sign the bill and add your room number, please?Q:我上錯了湯,真抱歉.Q:I do apologize for giving you the wrong soup.A: I'd like to have

55、 a table for 8 for lunch.Q: Would you like a table in the hall or a private room?A: Is there a minimum charge for a private room?Q: Sure. There is a minimum charge of 600yuan.Q:您點的菜已經(jīng)上齊了.請慢用.Q All your dishes are served now. Please enjoy your meal.Q: 讓您久等了.這邊請.Q: Thank you for waiting. This way, please.Q:先生,請出示您的早餐劵Q: Sir, Could you show your breakfast voucher, pleas