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1、HotelEnglish酒店英語JamesGao課程安排CourseArrangement詞匯Words句型Sentences復(fù)習(xí)Review我是誰？WhoamI?自我介紹SelfIntroduction我的名字叫XXIamXX./MynameisXX.我來自……Icomefrom…我喜歡唱歌/跳舞/讀書/逛街…Ilikesinging/dancing/reading/shopping…我是哪個部門的？WhichDepartment?前廳部:FrontOffice(F/O)行政人事部:AdministrativeandHum
2、anResourcesDepartment(AH/R)客房部：HousekeepingDepartment(H/K)工程部：EngineeringDepartment(ENG)餐飲部：FoodandBeverageDepartment(F&B)保安部：SecurityDepartment(SEC)市場營銷部：SalesandMarketingDepartment(S&M)財務(wù)部：FinanceDepartment(FIN)我是什么職位？Whatposition?總經(jīng)理GMGeneralManager副總經(jīng)理DeputyGMD
3、eputyGeneralManager總監(jiān)Director經(jīng)理Manager副經(jīng)理AMAssistantManager值班經(jīng)理MODManagerOnDuty主管Supervisor領(lǐng)班Captain餐廳服務(wù)生Waiter/Waitress客房服務(wù)員Attendant常用口語SpokenEnglish迎接客人：Goodmorningsir/madam,welcometoourhotel,mayIhelpyou?提供幫助：MayIhelpyou?/CanIhelpyou?WhatcanIdoforyou?Isthereanyt
4、hingIcandoforyou?詢問姓名、房間號、電話等MayIhaveyourname?Howtospell?（Helen）MayIhaveyourroomnumber?（2513）MayIhaveyourtelephonenumber?(15226734896)MayIhaveyourpassport,please?我可以看一下您的護照嗎?Hereyouare.表祝愿：Haveanicedaywithus.(祝您在我們酒店居住愉快)Enjoyyourstaywithus.Haveapleasantjourney./Ha
5、veagoodtrip.(祝您旅途愉快)常用口語SpokenEnglish5.客人離店時：Thankyouforcoming.謝謝您的光臨。Wehopetoseeyouagain.希望再次見到你Welookforwardtoseeingyousoon.我們期盼著你的再次光臨。6.聽不清對方講話時：I’msorry,Idon’tunderstand.對不起，我沒有聽懂.I’msorry,wouldyouspeakslowly?對不起，您可以講慢一些嗎？I’msorry,Ididn’thearclearly,wouldyoure
6、peatit?對不起，我沒有聽清楚能在重復(fù)一遍嗎?I’msorry,Ibegyourpardon?對不起，請您再說一遍好嗎？7.請稍等時：Justamoment/minute,please.請稍等。Waitamoment/minute,please.Holdon,please.(別掛斷)常用口語SpokenEnglish8.對客人等候表示歉意：Sorrytokeepyouwaiting！/Thankyouforwaiting!對不起，讓您就等了!9.感謝與回答Thankyou.(You’rewelcome.)Thanks.(
7、That’allright.)Thankyouverymuch.(It’smypleasure.)That’sveryniceofyou.(Notatall.)10.電話用語：注意：（接電話人自我介紹時不能說“Iam……而要用Thisis......speaking.”問對方是誰時不能說“whoareyou?而要說whoisthis?”）如：---Goodmorning,thisisTomspeaking,whoisspeaking?早上好，我是湯姆，請問您是哪位？問候Greetings早上好Goodmorning!中午好G
8、oodafternoon!晚上好Goodevening!晚安GoodnightHello!你好！-Howareyou?-Fine,thankyou.Andyou?-你好嗎？-我很好，謝謝。你呢？Howdoyoudo?你好嗎？歡迎光臨圖騰鉑金酒店！WelcometoTotemPlatinum
