中山酒店英语培训课件

中山酒店英语培训课件培训目标与课程结构提升沟通效率通用与专项结合解决客诉技能通过系统化的训练，提高员工英语沟通能课程设计将通用英语话术与各岗位专业需重点培训员工处理投诉的英语表达能力，力，确保与国际客人的交流更加流畅高效，求相结合，既覆盖所有员工必备的基础英掌握安抚客人情绪和解决问题的有效话术，减少因语言障碍导致的服务延误语表达，又针对不同部门的特殊情境提供提升客人满意度和酒店服务质量评价专业化培训酒店英语基础表达常用问候与礼貌用语实用打招呼英文短语•Good morning/afternoon/evening,welcome to Mountain Hotel.•Welcome back,Mr.Johnson.Its goodto see you again.•How may I help you today•Did youhave apleasant journey•Its mypleasure to assist you.•How was your flight/trip•Thank you for stayingwith us.•Is thisyour firstvisit to Zhongshan•Have awonderful day/evening/stay.•I hope youre enjoyingyour stayso far.•Please acceptour sincereapologies for any inconvenience.介绍与自我介绍句型•My nameis Lisa,Im the front deskmanager.•Ill be your attendantduring yourstay.•Allow me to introduceour hotel facilities.•This isMr.Wang,our hotelmanager.前台入住登记场景英文接待开场白Welcome to Mountain Hotel.Do youhave a reservation with usGood afternoon,how mayI assist you withcheck-in todayHelloand welcome!Are youchecking inwith ustoday询问预订信息May I have thename on your reservation,pleaseCould youplease provide your confirmationnumberWhat datewasyourbooking madefor登记表填写Please fillout thisregistration formwith yourdetails.We needyour passport/ID number and contact information.Please verifyyour addressand signatureat the bottom.前台接待是客人对酒店的第一印象，因此优质的英文接待至关重要在客人抵达时，应主动问候并确认其是否有预订若客人出示预订确认信息，可使用等过渡语句Thank youfor your confirmation.Let mecheck oursystem.在登记表填写过程中，应耐心解释表格中各项内容，并提供必要的协助客人信息确认身份证件询问英文处理无预订客人表达•May I see your passport or ID card,please•I dontsee anyreservation underyour name.Would youlike to checkavailability fortonight•Could youprovide someidentification forverification•We dohave roomsavailable.Let metell you about our•Ill need to make a copyof yourpassport for our records.current rates.•For securitypurposes,we need to verifyyour identity.•Even withouta priorreservation,wed behappy to•Is this the passportyou usedwhen makingthe reservationaccommodateyou.预订细节核对流程句型•For walk-in guests,we offerthese roomtypes at theserates...•Let meconfirm your reservation details.Youve bookeda•Would you prefer to makea new reservationnow,ordeluxe room for threenights,from July15th to18th,iswould you like tocheck otheroptions firstthatcorrect•Your reservationshows a king-size bed.Is thatsuitable•We haveyou downfor anon-smoking room.Is that right•The bookingincludes breakfastfor twopeople.Would youlike to confirmthis讲解酒店设施健身房游泳池服务Gym/Fitness CenterSwimming PoolWi-Fi Wi-Fi ServiceOurfitness center is located on the3rd The indoor swimming pool is on the5th ComplimentaryWi-Fi is availablefloor.Its open from6AM to10PM floor,open from7AM to9PM.throughout the hotel.daily.The gymis equippedwith treadmills,Swimming capsare required in thepool Thenetwork nameis Mountain Hotelexercise bikes,and weighttraining area,which you can purchaseat theGuest andthe passwordison your keyequipment.reception.card holder.Towels andmineral waterare Childrenunder12must beIf youexperience anyconnectivity issues,complimentary in the gymarea.accompanied byan adultin thepool please contact the front deskforarea.assistance.其他常见设施英文表达商务中心停车场•Business Center:Our business center providesprinting,•Parking Lot:Complimentary parkingis availablefor hotelcopying,and faxingservices.guests in our undergroundparking garage.水疗中心洗衣服务•Spa:The spaoffers varioustreatments andmassages by•Laundry Service:We offersame-day laundry service ifappointment.items aresubmitted before10AM.餐厅会议室•Restaurant:Our main restaurant servesbreakfast from6:30•Conference Room:Conference facilitiescan bebookedto10AM,lunch from11:30AM to2PM,and dinnerfrom5:30to throughour business center.9:30PM.入住须知与退房流程讲解房卡钥匙领取与归还流程全英文结账账单常用句/Here are your key cards.Youll needthem to access your room andoperate the elevator.Would you like toreview your bill beforesettling theaccountPlease keep your key card awayfrom mobilephones andmagnetic objects.Here is the itemizedstatement of your chargesduring yourstay.If youlose your key card,please inform the front desk immediatelyfor areplacement.Do youhave anyquestions aboutany of the chargesUponcheck-out,you cansimply leaveyour key cards at the front desk ordrop them in thedesignated box.How would you like to settleyourbillWe acceptcredit cards,WeChat Pay,and Alipay.退房时间、延迟退房表达Weve alreadypre-authorized yourcredit card for the room charges.Would you like to use thesame cardfor the finalpaymentOur standardcheck-out timeis12noon.Your depositwill berefunded to your originalpayment methodwithin3-5business days.If you need a late check-out,please informus atleast12hours in advance.Late check-out until2PM canbe arrangedwith an additional charge of50%of the daily rate.For check-out after2PM,a fulldays chargewill apply.Would youlike me to arrange alatecheck-out for you英语电话接听与转接标准电话问候词转接、留言表达范例常用电话应答句型Thank youfor callingMountain Hotel.Ill connectyou to the HousekeepingCould youplease speaka littlemoreThis isLisa speaking.How mayI helpDepartment.Please holdwhile Islowly Iwant tomake sureIyou todaytransfer your call.understand correctly.Good morning/afternoon/evening,Mr.Wang is currently unavailable.May Let me justconfirm thatinformation.Mountain Hotel.Lisa at your service.I take a messagefor himYou said...Mountain Hotelreservations,Lisa CouldI have your name and contactI apologize,but Ididnt quitecatchspeaking.How mayI assistyou numberso hecan returnyourcallthat.Could yourepeat it,pleaseWould youlike toleave avoice message,Would youmind spellingthat forme,or would you preferI take a writtenpleasemessageIll lookinto this matter immediatelyandget backtoyouas soon as possible.电话沟通是酒店与客人之间重要的联系方式，掌握标准的英语电话礼仪至关重要接听电话时，应使用清晰、专业的问候语，并明确表明自己的身份在转接电话前，应先询问客人的姓名和目的，确保转接到正确的部门或人员如需让客人等待，应使用并在客人同意后再进行操作May Iput youon holdfor a moment处理预订及查询电话房间查询与预订确认流程取消与变更预订常用语Thank youfor yourinterest inMountain Hotel.What datesareyoulooking tostay with us Ourcancellation policyrequires notice24hours priorto thescheduled arrival date.Let mecheck ouravailability forthose dates...Yes,we haveseveral roomtypes available.Cancellations madeless than24hours beforearrival willincur aone-night charge.Would you prefer acity viewor agarden viewroom Tomodify yourreservation,Ill needyourconfirmationnumberandthe detailsyou wishto change.How manyguests will be stayingin theroom We can certainlychange your arrivaldatefrom the15th to the16th.Let meupdate thatfor you.May Ihave yourfull nameand contactinformation to proceed with the reservationIf you need toshorten yourstay,please informus atleast oneday inadvance toavoid additionalcharges.Your reservationis confirmed.Your confirmationnumber isMH

12345.Would youlike meto emailyou theconfirmation detailsYourreservation has been successfullymodified.Would youlike meto sendyou theupdated confirmation价格和房型英文表达Our StandardRoom ispriced at680yuan per night,including breakfastfor two.The DeluxeRoom featuresaking-size bedand costs880yuan pernight.For families,we recommendour Suite,which has a separateliving areaand canaccommodate upto fourpeople.All room rates aresubject toa10%service chargeand6%tax.处理预订电话时，应首先了解客人的基本需求，如入住日期、人数、停留时间等，然后提供相应的房型和价格信息在确认预订前，应清楚解释酒店的取消政策和付款要求，避免日后产生误解处理变更预订请求时，应灵活应对，尽量满足客人的需求，同时确保系统中的信息得到准确更新问路与指引场景指引餐厅、健身房、洗手间附近景点、交通方式The restaurantis locatedon thefirst floor,next to the mainlobby.Sun Yat-sen MemorialHall is about2kilometers from our hotel.You cantake a taxi orbus number

12.To reachthe fitnesscenter,take the elevator to the third floor andturn right.The nearestsubway stationis CentralStation,which is a10-minute walkfrom here.The nearestrestrooms arejust around the corner,past thebusiness center.For theZhongshan Park,I recommendtaking ataxi.Its abouta15-minute ride,depending ontraffic.The swimming pool ison thefifth floor.You cantake eithertheelevatororthestairs at the end of thiscorridor.We can arrange ahotel shuttleto the shopping mall.It departsevery hourfrom themain entrance.常用方向与距离术语向右左转拐角处•Turn right/left/:Turn rightat theend of the corridor.•Around thecorner:The ATMis justaroundthecorner.一直往前在您的右左侧•Straight ahead:Go straightahead untilyou reachthe fountain.•On your right/left/:Youll seetheelevatoron yourright.对面步行范围内•Opposite:The giftshop isopposite thereception desk.•Within walking distance:There areseveral restaurantswithin walkingdistance.旁边几分钟步行路程•Next to:The businesscenter isnext to the lobbylounge.•A fewminutes walk:The beachis justa fewminutes walkfrom our hotel.之间大约•Between:Our hotelis locatedbetween themuseum andtheshoppingcenter.•Approximately/About:Its approximately20minutes bycar tothe airport.餐饮服务英文情景英文点餐与推荐句型餐厅预订和座位安排菜单解读与特色菜品介绍May Itake your order now,or wouldyou Would youlike tomakea reservation for This isatraditional Cantonesedish madelikea fewmore minutesour restaurantthis eveningwith freshlocal ingredients.Our chefsrecommendation todayistheWe have a tableavailable at7:30PM.Our signature dish isBeggars Chicken,steamed fishwith gingerand scallion.Would thatwork for you whichis wrappedin lotusleaves andclay,then bakedfor hours.Would youlike yoursteak rare,medium,Would you prefer atable bythe windoworwell-done orinaquieter areaThe spicinesslevel canbe adjustedaccordingto yourpreference.This dishcontains nuts.Do youhave anyFor partieslarger than8,weallergies Ishould be aware ofrecommend bookingour privatedining Thissymbol indicatesdishes thatareroom.suitable for vegetarians.在餐饮服务中，员工需要熟悉菜单内容，能够用英语准确描述各种菜品的烹饪方法、主要原料和口味特点当客人点餐时，应耐心聆听并确认订单，必要时提供建议或推荐处理特殊要求时，如调整口味或烹饪方式，应确保准确传达给厨房处理特殊饮食需求询问食物过敏表达素食者、无麸质等相关词汇素食者•Do youhave anyfood allergiesor dietary restrictions weshould be aware of•Vegetarian:These dishesare suitableforvegetariansas theycontain nomeat.纯素食者•Please letus knowif youreallergic toany ingredientslike nuts,seafood,or dairy.•Vegan:Vegan optionsare completelyfree of animal products,including eggsand dairy.无麸质•This dishcontains peanuts.Would thatbe aconcern for anyone atyour table•Gluten-free:We havegluten-free breadand pastaavailable uponrequest.乳糖不耐•We canprovide detailedingredient informationfor anydish uponrequest.•Lactose intolerant:These dessertsare madewithout dairyproducts forguests withlactose intolerance.清真•Our kitchenstaff takesfood allergiesvery seriouslyand canprepare alternativeoptions.•Halal:We offerhalal-certified meatoptions for our Muslimguests.犹太洁食特殊餐饮请求句型•Kosher:Unfortunately,we donthave kosher-certified meals,but we can recommendnearbykosher restaurants.•We cancertainly preparethis dish with lessoil/salt/sugar asrequested.•Would youprefer yourvegetables steamedinstead ofstir-fried•For children,we offersmaller portionsand milderflavors.•If youreonalow-calorie diet,I wouldrecommend thesehealthier optionsfrom our menu.•We canmodify mostdishes toaccommodate yourspecific dietaryneeds.在全球化的今天，酒店餐厅越来越需要应对各种特殊饮食需求员工应熟悉常见的饮食限制类型，并能够准确识别菜单中可能导致过敏的成分在接受特殊餐饮请求时，应确保完全理解客人的需求，并与厨房进行明确沟通，避免任何误解客房服务实用英语客房清洁与送物表达更换毛巾床单与加床服务迷你吧洗衣服务相关对话/Would youlike your room to be cleanednow,Would youlike usto changeyour bedlinens Theminibar isrestocked daily.Any consumedor wouldyouprefer wecome backlater todayitems will be chargedto your room.We provideturndown servicebetween6PM Aspart of our environmentalprogram,we Forlaundryservice,please fillout thisformand9PM.Would youlike thisservice changetowels onlywhen theyare placedon andplace yourclothes inthe laundrybag.the floor.Ive broughtthe extra towels/pillows youRegular laundryservice takes24hours,butrequested.We canset upan extra bed in your roomfor wealso offerexpress serviceat an additionalan additionalcharge of200yuan pernight.cost.Housekeeping.May Icome into cleanyour Yourlaundry will be returned to your roomroom Theextra bedwill beprepared whileyoure by6PM tomorrow.at dinner.We noticedyour DoNot Disturbsign.When Drycleaning servicesare availablefor suitswould be aconvenient timefor usto cleanWould youprefer arollaway bedorababy anddelicate fabrics.your roomcrib for your child客房服务是酒店体验的核心部分，员工需要掌握相关英语表达，以提供专业、周到的服务进入客房前，应先敲门并清晰表明身份，得到客人允许后再进入提供客房清洁服务时，应尊重客人的隐私和个人物品，并根据客人的要求调整清洁时间和内容房间设施问题应对空调、、电视、浴室英文投诉处理报修、报障标准表达安抚客人常用句型WIFII apologize that theair conditionerisnt Thank youforreporting this issue.Well I understand howinconvenient thismustworking properly.Let mesend atechnician addressit immediately.be for you,and I sincerely apologize for thetofix itright away.discomfort.Ill createa maintenancerequest rightnow.Im sorryyoure havingtrouble connectingThe technicianshould arrivewithin15-20Your comfortis ourpriority,and weretothe Wi-Fi.Let meprovideyouwith the minutes.doing everythingpossible toresolve thiscorrectlogin information,orI can sendour quickly.Would itbe convenientfor ourAs atoken of our apology,wed like toIT supporttoassistyou.maintenance stafftoaccessyour roomnow,offer youa complimentarybreakfast/lateI understandthe TVremote controlisnt or wouldyouprefer toschedule atime check-out/room upgrade.functioning.Ill bringa replacementIfwe cantresolve the issue quickly,were Pleasebe assuredthat this is not our usualimmediately.prepared tooffer youan alternativeroom.standard ofservice,and weappreciate yourIapologize for the issuewiththeshower patience.Well need approximately30minutes tofixwater temperature.Our maintenanceteamthis problem.Would youlike towait inthe May I follow up with you later to ensurewillcheck thewater heatersystem assoonlobby orrestaurant during this timethe issuehasbeenresolved to youras possible.satisfaction处理房间设施问题是酒店服务中的重要环节，直接影响客人的入住体验当客人报告设施问题时，应首先表示理解和歉意，然后承诺迅速解决在整个处理过程中，保持与客人的沟通至关重要，告知预计解决时间和进展情况快速应急处理情景医疗急救寻医问药常用语非常规突发事件应对/•Do you need medicalassistance I can calla doctorfor youimmediately.•Due tothe poweroutage,our emergencygenerators have been activated.Essential serviceswill continueto function.•We have a firstaid kitat the frontdeskfor minorinjuries.•For your safety during the storm,we recommendstaying indoorsuntil furthernotice.•The nearesthospital isabout10minutes away.Would youlike usto arrangetransportation•In caseofanearthquake,take coverunder sturdyfurniture oragainst aninterior wall.•Theres apharmacy withinwalkingdistancewhere you can purchaseover-the-counter medications.•Were implementingour emergencyprotocol duetothesituation.Please followstaff instructions.•What areyour symptomsThis willhelp usinform themedical professional.•The hoteliscurrentlyon lockdown.Please returnto your rooms andawait furtherannouncements.•Is thereanyone weshould contacton yourbehalf-a familymember orcolleague•Were workingclosely withlocal authoritiesto ensureeveryones safetyduringthis incident.火警、报警流程话术•Please remaincalm.We need to evacuatethe buildingimmediately.•Please use the emergency exit staircaseat theendofthe corridor.Do notuse the elevators.•Follow theilluminated exit signs andproceed tothe assemblypoint inthe parkinglot.•Our staffwill assistguests whoneed helpevacuating.•The firealarm hasbeen activated.For yoursafety,please leaveeverything behindand exitnow.应急情况下的沟通必须清晰、准确、简洁，能够快速传达关键信息并给予明确指示在医疗紧急情况下，员工应迅速评估情况的严重性，提供适当的初步帮助，并联系专业医疗人员所有前台员工应熟知附近医院、诊所和药店的位置、联系方式和营业时间接待团队与宾客VIP123欢迎贵宾与团体客户场景对话欢送和感谢用语定制化服务表达Welcome to Mountain Hotel,Mr.Johnson.It hasbeen ourpleasure tohost you at Wevearranged forthe specificpillow typeWevebeen lookingforward to yourarrival.MountainHotel.youprefer tobeplaced inyour room.On behalfofourentire team,Id like to Wehopeyourstay withus hasbeen Asrequested,weve prepareda fruitbasketwelcome theABC Companydelegation to our comfortableand productive.with yourpreferred selection.hotel.Weve prepareda specialwelcome receptionThank youfor choosingour hotel for yourYour preferrednewspaper will be deliveredtofor yourgroup in our GrandBallroom.important conference.yourroomeach morning.Your companyslogo hasbeen displayedin We look forward to welcoming you backon Wevenoted yourdietaryrestrictionsandthe conferencearea asrequested.your nextvisit toZhongshan.informed allour restaurantstaff.All thearrangements for your corporateSafe travels,and please dont hesitate to Thecar serviceyou requestedhas beeneventhavebeenfinalized accordingto yourcontact usif you need anyassistance withscheduled for your airport transfer tomorrowspecifications.future bookings.at10AM.接待客人和团队需要特别的关注和定制化服务客人通常包括酒店常客、商务精英、名人或政府官员，他们期望得到高水平的个性化服务酒店应提前了解这些客人的偏好和特VIP VIP殊要求，如房间类型、楼层、餐饮习惯等，并做好相应准备处理投诉和表达歉意道歉黄金句型危机公关正面话术•I sincerely apologize forthe inconveniencethis hascaused you.•We appreciateyou bringingthis to our attention.It givesus anopportunity toimprove ourservice.•Im trulysorry aboutyour experience.This is not thelevel ofservice westrive to provide.•I assureyou thatthis isnotourstandard,and welltake immediatesteps toresolve this issue.•Please acceptour deepestapologies for this unpleasantsituation.•As agesture ofour sincereapology,we wouldliketooffer you...•I understand your frustration,and Iapologizethatwe didntmeet yourexpectations.•We valueyour patronageand arecommitted tomaking thisright foryou.•We takefull responsibilityforthismistake andsincerelyapologize.•What wouldbeasatisfactory resolutionfrom yourperspective如何记录并转达投诉•Weve implementednew proceduresto ensurethis doesnthappen again.•Im goingto documentall thedetails ofyour concernto ensureits addressedproperly.•Let memake sureI understandcorrectly.Youre sayingthat...•Ill personallyinformthedepartment managerabout thisissue immediately.•Your feedbackis valuabletous.Ill ensurethisisshared with our managementteam.•May Ihave yourcontactinformationso wecan followup withyouabout thismatter常见高频英文问答集关于酒店设施关于服务与政策关于周边信息Q:What timedoes theswimming poolopenA:Q:Is breakfastincluded inmy roomrateA:Let Q:Where isthe nearestATMA:Theres anATMOur swimmingpool isopen from7AM to9PM mecheck yourreservation...Yes,your packagein our lobby nearthe elevators,and severalbanksdaily.includes breakfastfor twoat our mainrestaurantwithin a5-minute walkfrom ourhotel.from6:30to10AM.Q:Is therea gyminthe hotelA:Yes,our fitnesscenter is locatedon thethirdfloorand isopen24Q:Whats yourcheck-out timeCan I get alate Q:Can yourecommend somelocal restaurantsA:hours forhotel guests.check-outA:Our standardcheck-out timeis12Certainly!For authenticCantonese cuisine,wenoon.Late check-out until2PM canbe arrangedrecommend GoldenLotus Restaurant,just twoQ:Do youhavea businesscenterwhere I can printdependingon availability,with asurcharge of50%blocks away.For internationaloptions,the CentraldocumentsA:Yes,our businesscenterison theofthedailyrate.Mall foodcourt offersa varietyof choices.lobby level,offering printing,copying,and scanningservicesfrom8AM to8PM.Q:How doIgettotheZhongshan MuseumfromQ:Do youoffer airportshuttle serviceA:We hereA:The museumisabout3kilometers away.provide airporttransfers for anadditionalfee.You cantake ataxi approximately15yuan orWould youlike metoarrange oneforyoubus number25from thestop acrossthe street.流利应对常见问题是酒店员工必备的技能为提高回答效率和准确性，员工应熟记这些高频问题的标准答案，并能够根据具体情况进行适当调整回答时应保持亲切但专业的态度，提供清晰、准确的信息，避免使用过于复杂的词汇或句式酒店安全与防疫用语安检程序、防疫提醒表达体温检测、健康码、佩戴口罩英文大堂安全提醒场景For securitypurposes,we conductrandom Werequire temperaturescreening for all Pleasekeepyourvaluables withyou atallbag checksat thehotel entrance.guests uponentry.This willonly takea timesor storetheminyourroomsafe.moment.Please notethat our security camerasare Werecommend using oursafetydepositoperating throughout the propertyfor yourYour temperatureis normal.Thank youfor boxesat the frontdeskfor valuableitems.safety.your cooperation.For yoursafety,pleasedo not letstrangersWeve implementedenhanced cleaningCould youplease showus yourhealth codeinto yourroom.protocols inall publicareas andguest onyour phoneIf you noticeany suspiciousactivity,pleaserooms.Hand sanitizingstations areavailable Facemasks arerequiredinall publicareas informoursecuritystaff immediately.throughoutthehotelfor your convenience.ofthehotel.In caseof emergency,please followtheAll high-touch surfacesare disinfectedIf youneed amask,wecanprovide onefor illuminatedexitsignstothenearestregularly throughoutthe day.youatthefrontdesk.emergencyexit.酒店安全与防疫措施是保障客人健康和安全的重要环节，尤其在全球疫情背景下更显重要员工应熟练掌握相关英语表达，以专业、礼貌但坚定的方式向客人传达安全要求和防疫规定在执行安检和防疫措施时，应解释其必要性，获取客人的理解和配合增值服务及推荐表达旅游、交通、快递服务推荐增值服务销售案例句型•Our conciergecanarrangecustom citytours tailoredto yourinterests.•I noticeyoure stayingwithusfor threenights.Have youconsidered ourspa packageIt includesa massageand facialat aspecialrate forhotel guests.•Would yoube interestedin ourguided tourto Sun Yat-sens formerresidence Itsa popularhistorical site.•We canarrangeaprivate carwith adriver whospeaks English for yourconvenience.•As avalued guest,youre eligibleforourspecial diningpromotion-a complimentaryglass of wine with your dinnerat ourrooftoprestaurant.•For reliableand affordabletransportation,we recommendusing theofficial taxiservice throughour concierge.•Would yoube interestedin upgradingtoourclub floorIt includesaccess tothe executivelounge withcomplimentary•We offercourier andpackage servicesatthebusinesscenter.They canhandle domesticand internationalshipments.breakfast andevening cocktails.•If youneedtosend anydocuments orpackages,our frontdesk can assist with arranging pickupby majorcourier companies.•For just100yuan more,youcan enjoy ourbreakfast buffetwith over100international andlocal dishes.售卖纪念品、商务中心表达•Many ofour guestsenjoy ourairporttransferservice,which providesa comfortableand stress-free startor endto theirtrip.•May Isuggest ourweekend brunchpackage Itsbeen verypopular amongour guestsand offersexcellent value.•Our giftshop offersa selection of localhandicrafts andsouvenirs uniquetoZhongshan.•These teasets arehandcrafted bylocal artisansand makewonderful gifts.•Our businesscenter providesa fullrange ofservices includingprinting,binding,and translation.•Would youneed anyassistance withdocument preparationor businesscard printing•We canarrange meetingrooms equippedwith videoconferencingfacilities ifneeded.增值服务是酒店提升收入和改善客人体验的重要途径推荐这些服务时，应了解客人的需求和偏好，提供个性化的建议，而非使用一成不变的销售话术描述服务时，应强调其价值和便利性，而非单纯推销价格，使客人感受到这些服务能够真正增强其入住体验国际文化小贴士1不同国家客户礼仪差异日本客人重视礼节和尊重，喜欢详细的服务说明，避免直接拒绝请求:中东客人注重隐私，女性员工应避免与男性客人直接握手，尊重祷告时间安排:俄罗斯客人直接坦率的沟通风格，欣赏热情的招待和周到的服务:印度客人注意饮食习惯，许多客人是素食者或有宗教饮食限制:2英美客户沟通注意点个人空间保持适当的社交距离，避免过于亲密的肢体接触:幽默感美国客人通常欣赏轻松友好的服务风格，英国客人则可能更欣赏含蓄的幽默:称呼方式初次接触时使用敬称加姓氏，除非客人邀请使用名字:Mr./Ms.小费文化美国客人习惯给小费，可能期望较高水平的个性化服务:时间观念英美客人普遍重视准时，对服务延迟较为敏感:3东南亚、日韩客户特别习惯热水需求许多亚洲客人偏好饮用热水或温水，而非冰水:房间偏好日韩客人可能对房间的清洁度和安静程度有较高要求:群体决策东亚商务团体通常由领队做主要决定，应尊重这一层级关系:礼品交换收到礼物时应双手接受，表示尊重和感谢:数字忌讳某些文化对特定数字有忌讳，如东亚文化中的与死谐音:4了解不同国家和文化的客户习惯，有助于提供更加贴心和个性化的服务与国际客人交流时，应尊重文化差异，避免使用过于口语化的表达或本地俚语，以免造成误解注意非语言沟通的重要性，如眼神接触、手势和肢体语言在不同文化中可能有不同的解读常见酒店英文词汇集前台与客房个高频词餐饮食材与菜单专用词常见客户身份与付款术语100前台术语预订入住餐饮设施餐厅自助餐客户身份商务旅客:reservation,check-in,:restaurant,buffet,à:business traveler,leisure退房房卡押单点菜单用餐区休闲客人贵宾check-out,keycard,depositla carte,dining room,bar guest,VIP guest,regular金身份证明酒吧休息厅露台常客团队预订,identification,registration form,lounge,terrace,private guest,group booking,walk-登记表房价空房包厢无预订客人长住客,roomrate,vacancy,dining roomin guest,long-stay guest入住率免费的人会议参会者occupancy,complimentary,,conference attendee食材与烹饪方式清蒸的炒:steamed,stir-fried礼宾部行李寄存concierge,luggage storage的红烧的烤的付款术语信用卡借记,braised,roasted,seafood:credit card,debit card客房术语单人间海鲜禽肉牛肉猪肉卡现金移动支付:single room,double room,poultry,beef,pork,,cash,mobile payment,双人间双床房套房素食无麸质微信支付支付宝,twin room,suite,vegetarian,gluten-free,WeChat Pay,Alipay,相邻房间客房招牌菜时发票收据税adjoining rooms,room servicesignature dish,seasonal specialtiesinvoice,receipt,tax,service服务客房部洗漱用令特色服务费货币兑换,housekeeping,amenitiescharge,currency exchange,餐饮服务预订账单:reservation,bill,set品夜床服务记账到房间,turndown service,donotroom charge套餐酒单menu,wine list,chefs请勿打扰请打扫房间disturb,make uproom,厨师推荐品recommendation,tasting menu加床枕头菜单extra bed,pillow menu尝菜单食物过敏,food allergy,dietary饮食限制restrictions掌握酒店专业术语是有效沟通的基础这些词汇按照工作场景分类，涵盖了酒店各个部门的常用英语表达员工应注意这些词汇的准确发音，特别是一些容易混淆的术语，如免费的和互补的，以及入住和退房等complimentarycomplementarycheck-incheck-out邮件与书面沟通基础预订确认邮件模板行李存放找回书面表达/Subject:Confirmation ofYour Reservationat MountainHotel-Booking#MH12345Dear Mr.Johnson,Thank youfor choosingMountain LUGGAGESTORAGE RECEIPTDate:September10,2023Guest Name:Ms.Emma SmithRoom Number:615Former GuestItemDescription:-1Hotel foryour upcomingstay inZhongshan.I ampleased toconfirm yourreservation detailsas follows:Reservation Number:Large blacksuitcase withname tag-1Small bluebackpackStorage Period:From Sept10to Sept15,2023Storage Location:MH12345Guest Name:Mr.Robert JohnsonCheck-in Date:October15,2023Check-out Date:October18,2023Room Type:Deluxe KingLuggage Room#3Reference Number:LG-20230910-08Please presentthis receiptwhen retrievingyour luggage.Items notclaimedRoomNumber ofGuests:2Rate:CNY880pernightinclusive oftaxesSpecial Requests:Non-smoking room,high floorYourwithin30days maybe disposedof accordingto hotelpolicy.For inquiries,please contact:+8676012345678reservation includescomplimentary Wi-Fi andaccess toour fitnesscenter.Breakfast isavailable atour mainrestaurant from6:30AM to10:00AM forCNY88per person.For anychanges oradditional requests,pleasecontactourreservationdepartment atreservation@mountainhotel.com or call+

8676012345678.Welookforwardtowelcomingyou toMountainHotel.Best regards,LisaWangReservations ManagerMountainHotel意见和建议卡英文写法GUEST FEEDBACKCARDDear ValuedGuest,We striveto provideexceptional serviceand wouldappreciate yourfeedback to help usimprove.Name Optional:_______________RoomNumber:_______________Date ofStay:_______________Please rateour servicesExcellent/Good/Average/Poor:-Reception Service:_______-Room Cleanliness:_______-Restaurant Quality:_______-StaffFriendliness:_______-Overall Experience:_______Comments andSuggestions:______________________________________________________________________________________________Thank youfor yourvaluablefeedback!智能设备与数字化服务英文自助入住、操作指导词二维码、电子支付英文智能客服常用口语APPYou cancheck inusingourmobile appto Scanthis QR code toview ourrestaurant OurAI chatbotcanassist with commonskipthefrontdesk queue.menu onyour device.questions andrequests24hours aday.Our hotelapp allowsyoutouse yourWe acceptWeChat Payand Alipay.Please Forimmediate assistance,youcanuse thesmartphoneasadigital roomkey.scan theQR codeatthe payment voicecommand HelloHotel on the smartterminal.speaker inyourroom.To useself check-in,scan this QRcodeTo accessour Wi-Fi network,scan thisQRand followthe instructionsonyourscreen.code insteadof typingthe password.Thein-room tabletcontrols lights,temperature,curtains,and TV.Just tapTheapp menuis atthebottomoftheFor contactlesspayment,tap yourcard ortheicons oruse voicecommands.screen.Tap Servicesto orderroom servicephone on the readeror scanthisQRcode.or requesthousekeeping.Our robotbutler candeliver amenitiestoThe e-invoice willbe sentto youremailyour room.Just requestthrough the appIf youencounter anyissues withtheapp,after completingthepayment.orcallthefrontdesk.our digitalconcierge isavailable24/7through thehelp button.The smartmirror inyour bathroomdisplaysweather,news,andyourschedulewhile youget ready.随着科技的发展，酒店数字化服务越来越普及，员工需要掌握相关英语表达，以便向客人解释这些现代化设施的使用方法在介绍自助入住和操作时，应使用简单明了的指导语，APP并准备好回答客人可能遇到的技术问题指导客人使用二维码和电子支付系统时，应详细解释每一步操作，确保客人能够顺利完成交易典型案例（前台）Role Play入住对话实景演练Staff:Good afternoonand welcometoMountainHotel.How mayI help you todayGuest:Hi,Ihaveareservationunder thename RobertSmith.Staff:Thank you,Mr.Smith.Let mecheck yourreservation.May I see yourpassport orID card,pleaseGuest:Sure,here yougo.Staff:Thank you.Icanseeyouhaveareservationfora DeluxeKing Roomfor threenights,from todayuntil the15th.Is thatcorrectGuest:Yes,thats right.Staff:Perfect.Could youplease filloutthisregistration formI alsoneedacredit cardfor incidentals.Guest:Do youneedtocharge mycard nowI thoughtI alreadypaid online.Staff:Youre right,yourroomis alreadypaid for.We justneedtopre-authorize yourcardforincidental expensessuch asroom serviceor minibaritems.The authorizationwillbereleased ifno additionalcharges areincurred.Guest:Isee,that makessense.Heres mycard.Staff:Thank you.Now,let metell youabout ourhotelfacilities.Breakfast isserved inourmainrestaurant from6:30to10:00AM.The fitnesscenter andswimmingpoolare on the5th floor,openfrom7:00AM to10:00PM.Wi-Fi iscomplimentary throughoutthehotel-thepassword isonyourkeycardholder.Guest:Great.Is thereabusinesscenter Ican useStaff:Yes,our businesscenteris locatedon the lobbylevel,next totheelevators.Its open24hours andoffers computers,printing,and scanningservices.Guest:Perfect,thanks.Staff:Here areyourkeycards forroom1218onthe12th floor.The elevatorsare toyourright.Ifyouneed anyassistance withyour luggage,our bellboywillbehappy to helpyou.Is thereanything elseIcanassistyouwithGuest:No,thats allfor now.Thank you.Staff:My pleasure,Mr.Smith.Enjoy yourstay withus,and pleasedont hesitateto contactthefrontdesk ifyouneed anything.Have awonderful day!突发情况处理情境Guest:Excuse me,I justchecked intoroom805,but theressomeone elsesluggage inthere!Is thissome kindof mistakeStaff:I sincerelyapologize forthis confusion,sir/madam.This isclearly anerror onour part.Let mecheck thisimmediately.MayIhaveyournameandtheroomnumber again,pleaseGuest:My nameis SarahJohnson,room

805.Staff:Thank you,Ms.Johnson.Iseetheissuenow.There appears to havebeen asystem errorduringtheroom assignment.Im terribly sorry forthis inconvenience.Letmearrange another roomforyou right away.Would youmind waitingfor justamomentwhile Ifind thebestavailable optionGuest:Well,Im quitetired aftermy journey.How long will thistakeStaff:Iunderstandcompletely,and Illexpedite thisprocess.Icanoffer youa complimentaryupgrade toa JuniorSuite onthe15th floorwithacity view.It willtake justa fewminutes to prepare thenew keycards.Would youliketotakea seat inourlobbylounge Ican offeryoua complimentarydrink whileyou wait.典型案例（客房）Role Play请求加床与紧急维修场景对话场景一请求加床Guest电话:Hello,thisisroom

618.We justchecked inwith ourfamily,and weneedanextra bedforourchild.Is thatpossibleStaff:Good evening,thank youfor callingHousekeeping.Id behappy toarrange anextra bedforyourchild.There isanadditionalchargeof200yuan pernight forthe extra bed.Would youlikemetoproceedwith thisarrangementGuest:Yes,thats fine.How sooncan youset itupStaff:Wecanhave theextrabedset upinyourroom withinthe next30minutes.Would thatbe convenientfor youGuest:Thats perfect,thank you.Staff:Youre welcome.Would youlike usto provideadditional amenitiessuch asextra towelsand toiletriesforyourchild aswellGuest:Yes,that wouldbe helpful.Staff:Certainly.Ive notedyour requestforanextrabedand additionalamenities forroom

618.Our housekeepingteam willbe therewithin30minutes.The chargeof200yuan pernight willbe addedtoyourroom bill.Is thereanything elseyouneedassistance withGuest:No,thats allfor now.Thank you.Staff:Youre welcome.Please donthesitatetocall ifyouneedanything else.Have apleasant staywithus.场景二紧急维修Guest电话:Hello,theres waterleaking fromthe ceilinginourbathroom!Its gettingworse bytheminute.Were inroom

1205.Staff:Im verysorry tohear that,sir/madam.Thisisclearly anemergency situation.Ill sendour maintenanceteam toyourroomimmediately.Are anyofyour belongings atrisk ofwater damageGuest:Ive movedour toiletriesaway,but wateris startingto poolonthefloor.Staff:Thank youfor thatquick action.Our maintenanceteam ison theirway rightnow.In themeantime,Ill alsosend housekeepingtoprovideextratowelstohelpcontain thewater.Would youlike ustoprepareanotherroomforyouwhile weassess thesituationGuest:Yes,I thinkthat wouldbe better.We cantuse thebathroom likethis.Staff:I completelyunderstand.Im arrangingan immediateroom changeforyou.Ill prepareanewkeycardforasimilar roomonthe14th floor.Our staffwillbeatyourdoor within5minutes tohelpyourelocate andassistwithyourbelongings.Again,I sincerelyapologize forthisinconvenience.Guest:Thank youfor respondingso quickly.Staff:Its ourresponsibility to ensure yourcomfort andsafety.Ive alsonotified the manager onduty aboutthisincident.Someone willfollowupwithyoulatertoensure everythingis satisfactorywithyournew room.Is thereanything specificyouneedright awayGuest:No,just thenew roomand helpwithourluggage.Staff:Understood.Our teamwillbethere veryshortly.Thank youforyourpatience andunderstanding.多角色互动举例场景房间清洁协调Guest:Excuse me,I justreturnedtomy roomand ithasnt beencleaned yet.I leftat9AM andits now4PM.典型案例（餐饮）Role Play点餐、错单、结账英语演练场景一点餐对话Server:Good eveningand welcometoMountainView Restaurant.My nameis David,and Illbeyourserver tonight.Would youliketo start withsomething todrinkGuest:Yes,Id likea glassof whitewine,please.Do youhave anyrecommendationsServer:We havean excellentChardonnay fromthe localZhongshan vineyardthat pairswonderfully withour seafooddishes.We alsooffer acrisp SauvignonBlanc ifyouprefersomething lighter.Guest:The Chardonnaysounds good.Ill trythat.Server:Excellent choice.Ill bringthat rightaway.Have youhad achance tolook atourmenu,orwouldyoulikemetohighlight someofourspecialtiesGuest:Im notfamiliar withthe localcuisine.What wouldyou recommendServer:Our chefssignaturedishisthe steamed grouper with gingerand scallion.Its preparedwith freshfish delivereddaily fromthe localmarket.For appetizers,our dimsum platteris verypopular,featuring aselectionofhandmade dumplingsand springrolls.Guest:That soundsdelicious.Ill have the dimsum plattertostartand thenthe grouper.Server:Wonderful choices.Would youliketoadd aside dishOur seasonal vegetables orfried ricecomplement thegrouper verywell.Guest:Ill takethe seasonalvegetables,please.Server:Perfect.So thatsa glassof Chardonnay,the dimsum platterfor starters,followed bythe steamed grouperwithseasonalvegetables.Ill placeyour order rightawayand beback withyour winemomentarily.Guest:Thank you.场景二处理错单Guest:Excuse me,I orderedthesteamedgrouper,but thisappearstobeadifferent fishdishwitha spicysauce.Server:I sincerelyapologize forthe mistake.Youre absolutelyright-thisisour spicyfish fillet,not thesteamedgrouperyou ordered.Ill takethis backimmediately andensure the kitchen preparesyour correctorderrightaway.Wouldyouliketowait forthe correctdish,orwould youprefertochoose somethingelse thatmight beprepared morequicklyGuest:Ill waitforthegrouper,but howlongwillit takeServer:The steamedgrouper typicallytakes about15minutes toprepare properly.Ill askthe kitchento prioritizeyourorder.While yourewaiting,mayIoffer youa complimentaryappetizer oranother glassof wineGuest:Another glassof winewouldbenice,thank you.Server:Ill bringthatrightaway.Again,Isincerelyapologizeforthe confusion.Ill personallycheck yourorder withthekitchentoensureits preparedexactly asyou requested.Server返回Server:Heres youradditional glassofwine,complimentary ofcourse.Your steamedgrouper isbeing preparednow,and Ivespoken withthemanagerwho willbe comingby shortlyto apologizepersonally.Thankyouforyourpatience andunderstanding.场景三结账对话Guest:Could wehavethebill,pleaseServer:Certainly.Wouldyouliketocharge thistoyourroom,orwouldyoupreferto payhere atthe restaurantGuest:Ill payhere.Can Iuse acredit card中山酒店本地特色服务词汇岭南特色早餐、旅游景点专有名词当地风俗与酒店个性化服务英文表达粥岭南文化Congee:Our breakfastbuffet featurestraditional Cantonesecongee withLingnan Culture:Our hotelarchitecture reflectsthe traditionalLingnanvarious toppings.style withits distinctivearches andcourtyards.肠粉端午节Cheung fun:Cheung funisarice noodleroll thatsa localbreakfast Dragon Boat Festival:During theDragonBoatFestival inJune,we servespecialty.traditional zongzirice dumplingsand organizeviewings oflocal dragonboat点心races.Dim sum:Our dimsum selectionincludes shrimpdumplings,pork buns,and中秋节lotus leafrice.Mid-Autumn Festival:For theMid-Autumn Festival,we offerhouse-made油条mooncakes andhost alantern displayinourgarden.Youtiao:Youtiao arefried doughsticks oftenenjoyed withcongee orsoy粤剧milk.Cantonese Opera:Every Fridayevening,we featurea shortCantonese Opera中山纪念堂performance inour culturalcenter.SunYat-sen MemorialHall:The SunYat-sen MemorialHall茶艺commemorates thefather ofmodern Chinaand isa15-minute drivefromourTea Ceremony:Our dailytea ceremonydemonstrates thetraditionalhotel.中山温泉Chaozhou gongfutea preparationmethod.Zhongshan HotSprings:Zhongshan isfamous forits naturalhot springs,当地水果拼盘where youcanenjoytherapeutic mineralbaths.Local FruitPlatter:Our welcomeamenity includesa seasonalfruit石岐步行街platter featuringlocal specialtieslike lychees,longans,or Guangdongpears.Shiqi PedestrianStreet:Shiqi PedestrianStreet offerstraditional凉茶服务architecture andlocal streetfood.Herbal TeaService:During summermonths,we offercomplimentary中山公园traditional herbaltea inthe lobbytohelpguests beatthe heat.Zhongshan Park:Zhongshan Parkfeatures beautifullandscapes andpavilionsin traditionalLingnan style.中山位于广东省珠江三角洲，是孙中山先生的故乡，拥有丰富的岭南文化遗产和独特的地方特色作为当地酒店员工，掌握这些本地特色的英文表达非常重要，能够帮助国际客人更好地了解和体验中山的文化魅力在介绍当地特色早餐时，应能够解释各种食物的原料和制作方法，如解释肠粉是steamed ricenoodle rollsoften filledwith shrimp,beef,or barbecuedpork常见错误分析与纠正易混淆发音、词义讲解典型表达误区纠正本土员工典型错误举例许多中国员工将发音为错误直译思维请坐一会儿的直译正Check-in/Chicken:check-in:You can*borrow*ataxi atthehotel:You*sit amoment*chicken，导致客人困惑正确发音应为/ˈtʃekɪn/entrance.正确:You cantakeataxiatthehotel确表达:Please haveaseatforamoment.entrance.床单与粗俗词汇发音相近，注意清错误正确过度礼貌Sheet/Shit:sheet:What*your*name:What isyour:Im*terriblysorry*we donthave Coca-晰发音元音/i:/，而非/ɪ/nameCola.小事过度道歉适当表达:Im afraidwe donthaveCoca-Cola.Would Pepsibe okay推荐海滩时，确保发音正确，延长错误正Beach/Bitch:beach:He*has alreadywent*totherestaurant.元音确/i:/:He hasalready gonetotherestaurant.词序问题正确表达餐具与禁忌词汇发音相似，注意清晰错误正确:Where*islocated*the gym:Fork/Fuck:fork:Please*tell*me yourpassport.:Please发出/ɔː/音，避免误解show meyourpassport.Where isthe gymlocated冠词缺失与发音易混，注错误正确:Guest canuse*swimmingpool*on fifthWait/Wet:Please waitPlease wet:Its not*convenient*to smokehere.:正确表达意元音区别floor.:Guests canusetheswimming poolSmokingisnotallowed/not permittedhere.onthefifth floor.时态混淆正:Yesterday he*is coming*toourhotel.确表达:Yesterday hecame toourhotel.中国员工在使用酒店英语时常见的错误主要源于中英文思维和语法结构的差异，以及某些发音的难点发音方面，特别需要注意英语中的长短元音区别，如/i:/和/ɪ/，以及辅音/r/、/l/和/th/的准确发音此外，声调方面也需要注意，中文是声调语言，而英语则依靠重音和语调表达意义，员工应避免用中文声调说英语结业与实战提升建议基础打牢掌握本课程介绍的基本词汇和句型，特别是与自己岗位相关的内容每天抽出分钟复习课程笔记和练习对话30日常练习利用工作间隙与同事进行角色扮演练习在接待外国客人时，主动用英语服务，克服语言恐惧使用手机录音功能记录自己的英语对话，回放分析改进输入强化利用通勤时间听英语酒店服务相关的播客或视频观看国际酒店的英文培训视频，学习专业表达和服务标准跟读模仿标准发音，注意语调和节奏寻求反馈请主管或英语水平较好的同事给予指导和纠正在处理外国客人时，注意观察他们的反应，根据反馈调整自己的表达方式保持记录常见问题和解决方案的习惯持续学习参加酒店内部英语角活动，创造更多英语使用机会考虑报名酒店英语专业证书课程，如TOEIC Testof Englishfor International与国际连锁酒店员工建立交流，分享经验Communication英语口语自测方法情景自测选择特定工作场景如办理入住、解释账单等，用手机录下自己的表达，评估流畅度、准确性和专业性压力测试请同事扮演难缠客人，练习在压力下保持冷静和专业的英语表达::阅读测试大声朗读英文酒店指南或服务手册，检查发音准确性和语调自然度词汇检查定期测试自己对本课程词汇表的掌握程度，特别关注专业术语和易混淆词汇::速度挑战设定常见问题清单，计时回答所有问题，逐步提高回应速度外教评估如有条件，每季度安排一次外教一对一评估，获取专业反馈::日常练习资源与推荐APP语言学习应用基础英语与母语人士交流发音纠正:Duolingo,HelloTalk,ELSA Speak酒店英语专业资源频道行业专用学习材料:EnglishforHotel StaffYouTube,HotelEnglish.com实用工具英文写作检查紧急翻译需求专业词汇查询:Grammarly,Google Translate,Cambridge Dictionary自制资源建立个人常用英语短语笔记本，根据工作场景分类整理，随身携带以便查阅和记忆:。