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1、LOGO,酒店基础英语培训,汇报人：某某某 部门：某某部,输入酒店名称,目录,01,问候与欢迎,DIANJITIANJIZHUAYOWENZINER,NICE TO MEET YOU AGAIN. 很高兴再次见到您。 HAVE A GOOD REST. 祝您休息好！,问候与欢迎,情景1：当国外客人来到大门前/前台时1. Hello, sir! Welcome!先生您好，欢迎！2. Good afternoon, sir! Welcome to Ibis Hotel/our hotel!下午好先生，欢迎光临宜必思酒店！3. Good evening, Ms. Nice to meet you i
2、n our hotel. May I help you?晚上好小姐，欢迎光临，请问我能为您服务吗？,02,感谢与回答,DIANJITIANJIZHUAYOWENZINER,如何表达感谢？,Thank you (so/very much).谢谢您（非常感谢） Thanks a lot.多谢 Thank you for coming谢谢您的光临Thank you for staying in our hotel. 感谢您在我们饭店下榻,感谢的应答：,You are welcome./Welcome! 不用谢。My pleasure./With pleasure. 乐意效劳。 Dont mentio
3、n it. 何足挂齿。 Its very kind of you./You are so kind.您真客气。,THANKS,情景3：当国外客人向你表示感谢，要懂得接受他的谢意客人：Thank you! (Thanks a lot!)回答：My pleasure!我的荣幸或:Youre welcome!不客气,03,指路与带领,DIANJITIANJIZHUAYOWENZINER,Follow me, please. 请跟随我来。 This way, please. 这边请。 Its over there. 在那边。（用手指明方向） Walk straight ahead. 一直往前走。 Tu
4、rn left/right. 往左/右转。 Go upstairs/downstairs. 上/下楼。 Please go to the 2nd floor. 请到2楼。,指路与带领,指路与带领,情景2：当国外客人需要前台带领或指明到某处时客人：Excuse me, wheres the toilet/restroom please? 请问洗手间在哪儿？回答：Its over there. Turn right at the corner, please. 在那边，前面角落处右转。或：Please go to the 2nd floor. Youll see it after you get
5、off the elevator. 请您上2楼，出电梯就可以看到。 客人：Thank you. 谢谢！回答：My pleasure./You are welcome. 不客气,指路与带领,1. 在哪里？Where is/Wheres?2. 卫生间/洗手间toilet/restroom/washroom/water closet 3. 角落Corner4. 左/右转Turn left/right 5. 楼层地面Floor一二三楼First/second/third floor1st/2nd/3rd/4th6. （从）下来Get off7. 电梯Elevator/lift,04,致歉与答复,DIA
6、NJITIANJIZHUAYOWENZINER,致歉与答复,真诚及时的道歉有时会很好的缓和尴尬气氛 Excuse me. 请原谅/打扰一下Im sorry./Sorry. 对不起Im awfully/really sorry. 我真的很抱歉。Its my fault. 这是我的错。I apologize./I apologize for you/it/this.我抱歉。我向你道歉。,致歉与答复,道歉的答复：Thats all right. 这没什么。Thats/Its OK. 没事。 It doesnt matter. 没关系。 Never mind. 不要紧，没关系。 Lets forget
7、 it./Forget about it./Forget it. 算了吧！,05,欢迎入住,DIANJITIANJIZHUAYOWENZINER,入住,1. 预订Reservation/bookMake/have a reservation进行预订2. 到达arrive 3. Single room 单间double room 双人间suite 套间luxury suite 豪华套间4. Like 喜欢像prefer 更喜欢（比较级） 5. 窗户Window6. 留下离开Leave7. 英语中的肯定答复Yes, please./Yep.OK, sir.Certainly, sir.Sure.
8、Sure thing.Exactly.Sure, go ahead.Sure, no problem.,入住,1. 多久How long2. 多少How many3. 待留保持Stay 4. 计划plan5. 期望想做Expect 6. 等待WaitWait a moment/second/minute. 稍等一下,情景4: 询问是否有预订,问：Did you have a reservation with us? /Did you make a reservation, please? 您有预订吗？ 客人： No, I just arrived in this place.没有，我刚到这里。
9、回答：We have single rooms, double rooms, suites and luxury suites in our hotel. 我们有单间、双人间、套间和豪华套间。 What kind of room would you like/prefer? A single room or a double room? 您需要哪种房间？单人房还是双人房？ 客人： I want a single room with window. 单人间，有窗户回答：Im sorry, we dont have any single rooms left/all single rooms ha
10、ve been booked, would you like a double room? 对不起，我们没有单间了，双人间可以吗？客人：Yes, please. 可以。,入住,情景6: 询问房价客人：Whats the room rate today? 今天房价多少？回答：The price of a single room is 170 RMB per day./The single room rate is 170RMB per day.单间的房费是每天170元。客人：OK, Ill take it for two nights. 一个单人间，住两晚。回答：Sure, no problem
11、. Thank you very much, sir. 没问题，先生。非常感谢。,入住,1. 护照passport2. 房号Room numberNo./#3. 房卡Room card/key card 4. 点整点Oclock2 oclock 2点钟6. 离开Leave7. 空出，搬出Vacate8. 免费For free/free,06,客人退房,DIANJITIANJIZHUAYOWENZINER,PHONESLIDE HERE,输入你的标题,详细内容点击输入本栏的具体文字，简明扼要的说明分项内容，此为概念图解。,输入你的标题,详细内容点击输入本栏的具体文字，简明扼要的说明分项内容，此为概念图解。,详细内容点击输入本栏的具体文字，简明扼要的说明分项内容，此为概念图解。,汇报人：某某某 部门：某某部,LOGO,输入酒店名称,酒店基础英语培训,