Unit 12
The convention business is profitable for the hotel industry. A convention guarantees a good occupancy rate for the hotel over a period of at least several days. In addition , the special exhibit and meeting areas are rented by the sponsoring organization for a fee and the people attending the convention also generate more business in the hotel’s restaurants, bars , and shops. In many cases, the business and professional people who are members of the sponsoring group are accompanied by their families, and this means still more business for the hotel . For most people , in fact, a convention is a combination of business and pleasure, a chance to get away from the usual daily routine. This is one of the major reasons behind the increasing shift of conventions to resort areas.
译文：会议业务对饭店来说利润可观。接待一次会议能保证饭店在一定时期，至少几天内，有较高的出租率。另外，主办单位承租展区和会议区域会给饭店带来收入，而且，参加会议的人员由于在餐厅、酒吧和商场消费，也会增加饭店的收入。在多数情况下，与会者和主办组织的专业人士都有家人陪同，这意味着给饭店带来了更多的生意业务。对大多数人来说，出席会议实际上是处理公务与享受娱乐的结合，是一次从日常工作中摆脱出来的机会。这就是度假地越来越多举办会议的重要原因。
当您以门市价入住任何一家香格里拉大饭店或度假村，您即可免费获得以下特别优惠和服务：
免费机场接送服务：无论您何时抵达，何时离开，我们的轿车都将随时恭候您。
免费洗衣和干洗服务：在您入住期间，免费的洗衣和干洗服务会让您的旅途变得更轻松。
免费早餐：每日为您准备免费的美式或欧陆式早餐。
免费市内电话。
国际电话及传真只收取成本费。
译文：when you check in at any Shangri-La hotels or resorts at the published rates, you can have the following preferential and complimentary services: Complimentary air limousine : No matter when you arrive or depart , our limousine awaits you respectively at any time.
Complimentary laundry and dry-cleaning : The courteous services of laundry and dry-cleaning will make your trip more enjoyable during your stay.
Complimentary breakfast : Free AP or EP breakfast is prepared specially for you.
Free local calls.
IDD and Fax are at cost prices.
Part Two .
Unit 1.
饭店行业的历史是从客栈和小酒店开始的。它们为旅行者提供饮食、住宿，但通常都很简单，旅行者还常常与其他客人共享床铺。服务很周到，但缺乏今天客人们所需要的舒适。以前的小酒店与今日遍布全球的豪华饭店有天壤之别。交通的变化使食宿业发生了深刻的变化。航空业的发展使人们到边远地区旅行成为可能，度假饭店的发展就是这一发展中的一部分，而且，人们因公出差也比过去多多了。随着新的特许权的发展，连锁饭店之间的竞争者将越来越激烈。
译文：The history of hospitality begun with the tavern and inn. Although they offered food and shelter to travelers, the food was usually simple and travelers often had to share beds with other guests. The service was friendly , but the accommodations lacked the comfort our clientele expects today. The inns of the past were certainly different from the deluxe hotels all over the world today . The airline industry now allows the public to travel to remote places. The growth of resorts is part of this development. Also ,people travel on business much more than they were able to in the past. With the growth of new franchises, the competition among the chains is increasing.
The lodging industry has been aware of the need for security for many years. In fact ,security officers have been employed by hotels longer than by many other types of business and industry . Unfortunately , however rather distorted and shorted concept of security on the part of the industry has produced results that are far from satisfactory . This has been due largely to the fact that innkeepers , security officers , and guests basically do not understand the role of protection in relation to the lodging industry . To most innkeepers the word security means house detectives or watchmen , the control of keys , concern with the burglary of guest rooms , and fire alarms . It also means and the occasionally obstreperous guest.
译文：饭店业多年来已意识到安全工作的必要性。事实上，饭店雇佣保
安人员的时间比其他企业和行业都要长。然而，不幸的是，饭店业对安全工作有误解和概念不清，使其安全工作没有达到令人满意的效果。主要原因是店主、保安人员以及客人未从根本上理解饭店安全保护的作用。对大部分店主来说，安全一词就是指保安或是门卫、钥匙保管、谨防客房被盗以及火灾预防。它还意味着偶尔接待难以对付的客人。Unit 2
译文：饭店把他们的主顾当客人对待，并且努力提供超过客人预期的殷勤款待。埃尔斯沃思M.斯塔特勒有句著名的口号“客人永远是对的”，很多人对此表示由衷的赞同。后来一个无名氏反驳道：“客人并不永远是对的，但他永远是客人。”这句话隐含了对产业专业性的最大挑战：即提供一定水准的客户服务以应对不断变化的要求和客人的需要。
旅馆业的吸引力和诱惑力可以归因于各种要素。例如，所以的饭店都要选择一个他们希望表达出的形象。这种形象通过建筑和设计能完成一部分，然而，不管设计多么的有效，大楼也仅仅是砖、钢、玻璃和家居。建筑物和里面物品的风格对建立饭店的主要形象可能很重要，但创造这种氛围最本质的因素是饭店的员工，尤其是前台的员工。
饭店在社区中可以扮演一个重要的角色。著名的民间俱乐部、商业集团、地方和国有的公司可能在饭店聚会，一些组织机构会被高水准的食宿设施吸引而加入社区。一家饭店能成为服务于作为整个社区聚会的中心场所。
旅馆业是旅游和观光这个大产业中的一部分。旅游和观光业商机无限，两者共同之处是给游客提供必要的和想要的产品和服务。旅游和观光业是世界上最大的产业之一。旅游和观光涉及所有的东西，从旅行者之间的相互影响到商业、政府以及他们接触到的人，无所不包。
Unit 3
康乐中心recreation center
夜总会night club
迪斯科舞厅discotheque
卡拉OK厅Karaoke bar
舞厅ball room
健身房health club
健身馆keep-fit gym
室内游泳池indoor swimming pool
网球场tennis court
保龄球室bowling room
台球室billiard room
桑拿浴室sauna bathroom
按摩室massage parlor
美容厅beauty salon
Unit 5
译文：饭店员工要不断地做修理和维护工作，诸如油漆房间和公共区域、修理破损的家具、修理管道和照明设备、进行室内装潢、修理地毯等成百上千种杂事，以保证实物设施达到订立的标准。一些大饭店拥有自己的车间供木工和装潢之类的工作使用。很多饭店也雇用自己的油漆工，定期刷新客房和公共区域。在正常的情形下，通常一年刷新一次就足够了，但是对一间损坏的客房而言，就必须进行一次特别的油漆工作。
在一些饭店内，工程也维修是分开的。这样的话，工程处对机械设备负责。一家现代化饭店会使用大量复杂的设备，简单列举一下其中最重要的，就有取暖和空调系统、升降电梯、扶梯、电力和管道等。所有这些专项技术人员的工作都在一位总工程师的监督下，他们真正的工作大部分不是修理而是防范。我们已经知道闲置的客房不能为饭店带来任何收入。通过防止毁坏和磨损的技术，那些后勤、维护和工程处的员工努力保证尽可能多的房间投入服务。
Unit 6
译文：很多人声称旅行的快乐之一是有机会寻找并且品尝新型的食品。而事实是，大多数人为保险起见没多久就去寻找自己熟悉的食品。西班牙的旅游胜地到处都是经营饮食的餐厅，为德国人、英国人和北欧游客提供日常的部分饮食，这些游客是餐厅的最大市场。
日本游客到了欧洲自然不习惯西方的食物，对其中一些人来说，中餐馆也并非是一个特别好的替代。不过，食物正飞快的国际化，比如高速扩张的麦当劳和它无处不在的汉堡包、鸡块，美国经营者特许的披萨和薄饼连锁店等。现今在绝大多数国际饭店中常见的咖啡屋里，当地的食物也国际化了，他们增加了薯条或欧洲风味的面包，以确保菜单能被饭店中绝大多数客人接受。
Unit 8
译文：管理是一个过程，这一过程由一系列服务于终极目标的行为措施构成。在管理过程中，
饭店采取的每一个措施都以实现饭店的共同目标为准则，比如追求更好的收益等。因此，管理过程是指利用饭店所有有效资源，包括人力、物力和财力，以圆满实现预期目标。
当今的饭店是一种高度组织化的商业单位，无论在运营部门还是支持部门，协作是经营一家好饭店必不可少的要素。所以，饭店的雇员之间必须相互合作，且服从管理。总之，管理是成就或是毁掉一家饭店的决定性因素。
饭店管理的职能有计划、组织、雇用、领导和控制。计划是指找到一条合理的途径实现精选的目标——既带来经济效益又要产生社会效益。组织是给所有的要素搭建一个框架，包括职员和各种职责。雇用是指当需要是找到我们想要的人并进行培训。而领导则是讨论如何最有效地带领和指导员工。控制的意思是按照搭建好的结构进行管理。
一个饭店经理的工作主要是与饭店内外的人打交道。每位经理必须将各种具体任务的活动与他脑子里饭店的目标协调好。这些基本管理功能协调好了将有利于任务的圆满完成，反过来又有助于饭店整体目标的实现。每个饭店的行政机构及他们采用的方法或许各不相同，但他们的根本目标是一致的：给所有出门在外需要住宿、餐饮和娱乐的客人创造一个家外之家。
试卷代码： 南京城市职业学院2015-2016学年度第二学期 酒店管理专业酒店英语期末考试试题 班级：学号：姓名： 2016年6月 一、单选题（每题1分，共20分） 1、Good morning. _______ I help you? A、Would B、Must C、May D、Am 2、I would like to _________ a room, please. A．order B、book C、see D、look 3. It’s very kind __________ you to help me. A．of B、to C、by D、for 4. What’s the ________ for a double room? A. right B. rate C、money D、for 5. I would like to book a double room ________ bath. A. with B. of C、by D、for 6.Excuse me, sir. You need to ________ the form. A. fill in B. fill on C、fill of D、fill for 7.We are looking forward to __________ you. A. see B. saw C、seeing D、sees 8.I'm afraid we are fully booked _______ the 5th. A. with B. of C、by D、for 9.Do you want to pay _____ cash or _____ credit card. A. in in B. by by C、by in D、in by 10.The porter will show you _______ your room. A. with B. to C、by D、for 11.My flight will leave ______ 6 pm today. A. with B. on C、at D、for 12.The hotel is full and there is someone ________ your room. A. take B. To take C、takes D、taking 13.Let me _______ you with your luggage.
酒店英语口语脱口而出：习惯销售用语 1、What kind of rooms(foods) would you like to have?您需要什么样的房间（吃什么样的菜）？ 2、Here is a brochure of our hotel and tariff. 这是介绍我们饭店的小册子和价目表。 3、We'll give you a 10%(ten percent ) discount. 我们给您九折优惠。 4、We'll offer tour guides complimentary breakfasts.我们给陪同提供免费早餐。 5、We accept your terms. 我们接受您的条件。 6、May I introduce myself? 让我介绍我自己。 7、May I present you a litter souvenir? 请接受我们的一点小纪念品。 8、Let's drink to our friendship! 为我们的友谊干杯！ 9、Let me propose a toast to the health of our guests!建议为在座客人的健康干杯！ 10、Cheers!(Bottoms!)
干杯！ 11、How do you like Chinese food? 您喜欢中国菜吗？ 12、What do you think of our service? 您对我们的服务有什么意见？ 13、Thank you for your comments(compliment, suggestions).谢谢您给我们提的意见（赞扬、建议）。 14、I'm afraid it's against the hotel's regulations. 这是违反饭店规章制度的。 15、In our hotel we don't accept tips. 我们饭店是不收小费的。 It's our pleasure to serve our guests well. 我们为能为客人服务好而感到高兴。 Thank you all the same. 不过，还是要谢谢您。 16、I'm afraid you'll have to pay for the damage. 您必须赔偿。 17、Thank you for telling us about it. 谢谢您告诉我们 I'll look into the mater right away. 我马上去处理这件事情。
期末考试《酒店英语》（A 卷）参考答案及评分标准 一、选择题（下列各题的备选答案中只有一个选项是正确的，请将正确答案填在10分） A. knowledge B. preservation C. development D.B and C 2.Resources are a fundamental _______ in the development of tourism. https://www.doczj.com/doc/2214212041.html,parison https://www.doczj.com/doc/2214212041.html,position https://www.doczj.com/doc/2214212041.html,pliment https://www.doczj.com/doc/2214212041.html,ponent 3. The Yangtze River is nearly 6300 kilometers in _______ . A. wide B. long C. width D. length 4.The most important factors for the travel agents to succeed are ______. A.good management and good service B.good offices https://www.doczj.com/doc/2214212041.html,puter reservations systems D.fare quotations and ticketing skills 5. _______ the temperature, _______ water turns into steam. A. The high, the fast B. Higher, faster C. The more higher, the faster D. The higher, the faster 6.As China's economy shifts to a more market system, the domestic travel industry will face increasing _____ in a more highly competitive environment. A.changes B.charges C.challenges D.chances 7. Our company is _______ of other makers of spare parts for the airplane. A. in advance B. ahead C. abreact D. in front 8. People on vacation often go to_______ to rest or play or to meet other people. A. major cities B. airports C. resorts D. ground transportation 9. A hotel's_______comes from payments made for the use of its rooms and other facilities. A reservations B. file C. income D. responsibility 10. Local people usually see tourism as ______. A.an opportunity to make a profit B.an opportunity to create jobs C.a cultural and employment factor D.a wealth factor in the economy of their jurisdictions 二、判断题（下列说法正确的请用 “T ” 表示，错误的请用“F ” 表示，请将正确答 案填在答题框。每题1分，共10分） Shanghai: a City for Cuisine Exploration Shanghai offers a dazzling variety of food and provides and opportunity for cuisine exploration by learning to use chopsticks. Stylish dining is one area where Shanghai leaves Beijing in the dust. Eating out in Shanghai is about more than just the food: it is a social lubricant, a time when families get together and a major form of recreation for Shanghai ’s chic elite. While friends in the west go out for a beer, the Shanghainese will choose a meal punctuated with numerous shots of rice wine. Even if you are a regular customer at your local Chinese restaurant back in America you won ’t necessarily find yourself at home with Chinese cuisine in China. You ’ll find no fortune cookies or chop suey in Shanghai and only the occasional prawn cracker. Most top-end Chinese restaurants in Shanghai have some kind of English menu but even these don ’t include the more interesting dishes. Go with your Chinese friends and let them order. In general it is always better to eat Chinese food in a group as you ’ll get a better variety of dishes. Restaurants often have set meals for a table of 10, which is
英语日常交际用语大全 一、祝愿、祝贺和应答（Good wishes, congratulations and responses） 1.- 很好完成了和对你的祝贺。 1.- Well done and congratulations to you. - 非常的。 - Thanks very much. 2.- 我希望你意志成功在每件事物中。 2.- I hope you'll succeed in everything. - 我也是。 - So do I. 3.- 我希望你成功。 3.- I wish you success. - 你。 - Thank you. 4.- 我们向你问好希望。 4.- We send you our best wishes. - 非常你。 - Thank you very much. 5.- 新年快乐! 5.- Happy new year ! - 新年快乐! (对你的一样.) - Happy new year! (The same to you.) 6.- 一圣诞快乐对你。 6.- A merry Christmas to you. - 你。 - Thank you. 7.- 我希望你将会有善行时间。 7.- I hope you'll have a good time. - 你。 - Thank you. 8.- 生日快乐! 8.- Happy birthday! - 你。 - Thank you. 二, 邀請和应答（邀请和反应）（Invitations and responses） 1.- 你会喜欢到达宴会吗? 1.- Would you like to come to the party? - 哦是的，你。 - Oh yes, thank you. 2.- 我希望你能来到那跳舞下一个星期六。2.- I hope you can come to the dance next - 对不起，但是我不能。 - I'm sorry, but I can't. 3.- 你能和我们去舞蹈吗? 3.- Will you go dancing with us? - 当然。我将高兴到。 Of course. I'll be glad to. 4.- 你能到达我们的英国人晚上吗? 4.- Will you come to our English Evening? - 是的，你。 - Yes, thank you. 5.- 你会请给予我们一谈话在英国人身上学问? 5.- Would you please give us a talk on English Learning? - 好。当? OK. When? 6.- 你和你的朋友一定过来我的房子而且见到 6.- You and your friends must come over to my house and see mooncakes。 - 好。非常你。 - OK. Thank you very much. 三, 表示同意和不同意（达成共识和不合）（Expressing agreement and disagreement） 1. - 我想商店是关闭在这次日子。 1. - I think the shop is closed at this time of day. - 不, 我认为它是公开。 - No, I think it's open. 2. - 我想外国语比科学更有趣。 2. - I think foreign languages are more interesting than science. - 我真的不能同意你。我偏爱科学 - I really can't agree with you. I prefer science. 3. - 我认为我将改为看一本书。 3. - I think I shall read a book instead. - 善行主意。那是加比较好的超过看一架坏的电视 - Good idea. That's much better than
饭店交流用语 最牛英语口语培训模式：躺在家里练口语，全程外教一对一，三个月畅谈无阻！太平洋英语，免费体验全部外教一对一课程：https://www.doczj.com/doc/2214212041.html, 欢迎和问候语： 1、Good morning(afternoon , evening) , sir(madam) 早上（下午、晚上）好，先生（夫人）。 2、How do you do? 您好！（初次见面） Glad to meet you . 很高兴见到您。 3、How are you? 您好吗？ Fine , Thanks . And you ? 很好，谢谢。您好吗？ 4、Welcome to our hotel (restaurant , shop). 欢迎到我们宾馆（餐厅、商店）来。 5、Wish you a most pleasant stay in our hotel . 愿您在我们宾馆过得愉快。 6、I hope you will enjoy your stay with us. 希望您在我们宾馆过得愉快。（客人刚入店时） I hope you are enjoying your stay with us. 希望您在我们宾馆过得愉快。（客人在饭店逗留期间） I hope you have enjoyed your stay with us. 希望您在我们宾馆过得愉快。（客人离店时）
7、Have a good time! 祝您过得愉快！ 电话用语： 8、**hotel , front desk . Can I help you? **饭店，前厅。您找谁？ 9、Sorry , I’ve dialed the wrong numb er . 对不起，我拨错号了。 10、May I speak to your general manager? 能和你们总经理说话吗？ Speaking. 我就是。 11、Sorry , he is not in at the moment . 对不起，他现在不在。 Would you like to leave a message ? 您要留口信吗？ 12、Pardon. 对不起，请再说一遍，好吗？ I beg your pardon. 对不起，请再说一遍，好吗？ 祝贺语： 13、Congratulations! 祝贺您！ 14、Happy birthday!
编号：＿＿＿ 饭店英语课程标准 课程名称：饭店英语 适用专业：中等职业学校国际商务专业 一、课程性质与任务 （一）课程性质 《饭店英语》课程是酒店管理专业的必修课程之一，是培养学生从事涉外酒店服务工作所需的实用服务英语技能的课程。 （二）设计思路 本课程旨在培养学生具有较强的语言表达能力，掌握酒店服务工作的基本流程和技能，在培养学生英语语言表达能力的同时，联系酒店服务工作实际，使学生能用所学英语开展酒店服务活动，培养学生从事涉外酒店接待的实践能力，并为学生进一步从事酒店实践工作奠定良好的基础。 二、参考课时 每周4课时，一个学期20周共80课时，2个学期共160课时 三、课程目标与内容 （一）课程目标 1.知识教学目标 了解酒店服务各项工作任务的基本服务流程和要点，掌握用英语进行酒店各部门服务工作所必备的，基础的专业术语和表达句。 2.能力培养目标 能综合运用所学的英语，从事酒店服务工作环境中的客房预订，接待入住，退房，礼宾服务，商务中心服务，总机服务，各项客房服务，餐位预订，引领入座，点菜，席间服务，结账，客房服务，洗衣服务，处理投诉等各项酒店服务工作。 3.思想教育目标 具备良好的职业道德素养，爱岗敬业吃苦耐劳的精神，有合格的仪容仪表及服务礼貌礼节
（二）课程内容和要求 （三）考核标准 本课程的考核为期末笔试，期末口试，平时项目考核加总的形式，共100分。平时情况（包括旷课，多次请假，迟到等）为倒扣分。具体考核标准如下：
旷课1次减5分，3次以上请假和迟到减2分 三、教学实施建议 （一）教材编写（此项以是否有编写校本教材为选择） （二）教学设计 1. 情境引入。以图片、视频、提问等形式引入本次课将涉及的工作任务或工作环境。明确本次课的能力目标。 2. 布置任务。教师布置任务，并提出若干问题。要求学生用英语完成该项服务任务，同时思考问题。要求语言准确、符合酒店工作用语环境。以独立、对子、小组等不同形式练习，各次课视情况而定。 3. 示范/模仿。抽取若干小组进行演练。 4. 任务完成，知识归纳。根据学生对任务的完成情况，师生共同归纳该项服务任务的基本工作流程和要点、主要的英语表达句、专业术语等。 5. 布置新任务，并完成总结。教师布置新的服务任务，并提出问题。新任务覆盖了第一个任务所涵盖的基本工作要点并对第一个任务所要求的能力进行扩充，比如设置一批不同性质的客人或者客人提出不同的要求。学生练习完成该项任务，并对知识点进行总结。 6. 布置课外学习任务。要求学生用所学技能和知识完成一项新的服务任务，促进学生思考、提高学生的行动能力。 （三）教学方法建议
英语口语交际用语 1.问候Greetings (1)Good morning/afternoon/evening. 早上好/下午好/晚上好Hello/Hi! 嗨! How are you? 你好吗? (2)Fine, thank you.And you? 很好,谢谢,你呢? V ery well,thank you! 很好,谢谢. 2.介绍Introductions (1)This is Mr/Ms... 这是...先生/小姐. (2)How do you do? 你好吗? Nice/Glad to see/meet you. 很高兴见到你. (3)My name is...I'm a student/work etc. 我叫...我是个学生/工人. 3.告别Farewells (1)I think it's time for us to leave now. 我想我们该离开了. (2)Goodbye! 再见! See you later/tomorrow.(See you.) 回头见/明天见。 Good night! 晚安! 4.打电话Making telephone calls (1)Hello!May i speak to...? 你好,我想找.....? （2）This is ...speaking. (2)Hold on, please. 你别挂. He/she isn't here right now. 他/她不在这儿. Can i take a message for you? 我能替你捎个口信吗? (3)I'm calling to tell/ask you... 我打电话是想告诉/问你...... (4)Goodbye! 再见! 5.感谢和应答Thanks and responses (1)Thank you(very much.). (非常)感谢 Thanks a lot. 多谢 Many thanks. 多谢 Thanks for... 谢谢,因为..... (2)Not at all. 没关系 That's all right. 没关系 You're welcome. 不客气 交际用语之问路 1.Excuse me, where is the shop? 2.Excuse me, is there a shop near here? 3.How can I get to the shop? 4.Which is the way to the shop?
2015年上学期《饭店英语》期末考试卷 班级__________ 姓名__________ 学号__________ 计分___________ I. Multiple choice 单选（20%） 1. May I ______ your name and phone number?. A. know B. to know C. knows 2. We look forward to your _________. A. come B. came C. coming 3.—— How would you like your steak cooked? ——___________,please . A. Rare B. Certainly C. No problem 4. ---Thank you for your help. --- _________________________ A. Never mind B. Very good C. No thanks 5.---What ’s your ______, please? ---1205. A. room number B. ID card C. telephone 6. There are two flights ________ on that day. A. reserve B. available C. introduce 7.--- For which date, sir? ---- ________. A. At half past eight B. On September 1st C. In June 8th 8.--- ________ would you like, first class or business class? ---First class. A. Which class B. What class C. How class 9. --- What kind of ______ do you have? --- We have single, standard and presidential. A. fruit B. room C. vegetables 10. ---I ’ll _____ you ______ so that you can see everyone? ---Thank you. A.show …around. B. show …on. C. show …to II. Fill in the blanks with the proper phrases given below. 选择词汇，用正确形式填空。（10%） 1. Would you like a room ______________gardon? 2. I ’m ____________ recently. 3. The reservation is _____________ Mr. Brown. 4. ---There is__________________________ my telephone. --- Let me have a look. 5. Many guest ___________________ our roast duck.. III. Dialogues. 补全对话。（30%） w: Good evening. Welcome to our hotel. May I help you ？ B: Good evening. w: May I take your order now? B: Yes ,show me your menu. w: ______1_______ B: I ’d like cucumber salad. w: Ok,_______2_______ B: Oh ，champagne please. w: With ice or not? B ：Without ，_______3_______ w ：Ok , What do you recommend for the main course ？ B: ______4______ w: Sounds great ，two portions, please!
(1) Accommodation (住宿)：提供的给予睡觉休息的场所。 (2) Adjoining Room (邻近房)：指两间房间近连在一起。 (3) Advanced Deposit (订金)：客人为了确保能有房间而提前支付给酒店一笔直按金。 (4) Advance Payment（预付金/押金）：按照酒店财务规定和有关规定，前台服务员要求客人预先支付房费和不可预测费用的付费方式，如现金担保、信用卡预授权。 (5) Amenity（致意品）：指酒店免费向住店客人提供的一些礼品，如水果、鲜花或饮品等。 (6) Arrival(到店)：指客人入住酒店的抵店，如： Arrvial Date。 (7) Average Room Rate（平均房价）：指所有住房的平均价格，它是前台的一个常用术语。即A.R.R.。 (8) Block (预告锁房)：指为了把某间房能够保留下来，而提前把此房间在某日锁起来，使其在该时间段显示被占用，有利于控制房间的预售。 (9) Cancellation (取消)：指客人取消订房。 (10)Check-In：指客人登记入住酒店，包括机场登机手续也是同样的叫法。 (11)Check-Out：指客人结账离开酒店。 (12)Complimentary(免费)：指由总经理批准提供给某个客人的不需要收费的房间，即COMP。 (13)Confirmation (确认)：指酒店发给订房客人的一种十分详细的订房书而协议，承认客人在将来的某一天有权居住在本酒店。另，机票中的往返票，连程票，在中转途中要求做位置的Comfirmation，否则航空公司有权取消该位置而转售他人。 (14)Connecting (连通房)：指两间房中间有一扇门连通起来的房间。 (15)Corporate Rate (公司合同价)：指与酒店有协议而提供给公司的客人的房间价格，这类价格通常为特别价，且保密。 (16)Credit Card (信用卡)：指由银行签发的一种可以作为交易的卡片，代替现金支付的凭证。 (17)Expected Departure Date(预离日期):指客人预计离店的日期。 (18)Double Sale (双重出售)：指两个没有关系的客人，被错误地安排入住同一间房。 (19)预离未离房：指某个房间应该是空房，但到了中午十二点以后，客人仍然没有退房。 (20)Early Arrival (提前抵达)：在下午两点以前到达酒店办理入住手续的客人。
英语口语常用日常交际用语 Absolutely impossible! 绝对不可能的！ All I have to do is learn English. 我所要做的就是学英语。Are you free tomorrow? 你明天有空吗？ Are you married? 你结婚了吗？ Are you used to the food here? 你习惯吃这儿的饭菜吗？ Be careful. 小心、注意。 Be my guest. 请便、别客气。 Better late than never. 迟到总比不做好。 Better luck next time. 祝你下一次好运。 Better safe than sorry. 小心不出大错。 Can I have a day off? 我能请一天假吗？ Can I help? 要我帮忙吗？ Can I take a message? 要我传话吗？ Can I take a rain check? 你能改天再请我吗？ Can I take your order? 您要点菜吗？ Can you give me a wake-up call? 你能打电话叫醒我吗？Can you give me some feedback? 你能给我一些建议吗？Can you make it? 你能来吗？ Can I have a word with you? 我能跟你谈一谈吗？ Catch me later. 过会儿再来找我。 Cheer up! 高兴起来!振作起来! Come in and make yourself at home. 请进，别客户。 Could I have the bill, please? 请把账单给我好吗？ Could you drop me off at the airport? 你能载我到飞机场吗？Could you speak slower? 你能说得慢一点 Could you take a picture for me? 你能帮我拍照吗？ Did you enjoy your flight? 你的飞行旅途愉快吗？ Did you have a good day today? 你今天过得好吗？ Did you have a nice holiday? 你假期过得愉快吗？ Did you have fun? 你玩得开心吗？ Dinner is on me. 晚饭我请客。 Do you have a room available? 你们有空房间吗？ Do you have any hobbies? 你有什么爱好吗？ Do you have some change? 你有零钱吗？ Do you mind my smoking? 你介意我抽烟吗？ Do you often work out? 你经常锻炼身体吗？ Do you speak English? 你会说英语吗？ Dont be so modest. 别这么谦虚。 Dont bother. 不用麻烦了。 Dont get me wrong. 别误会我。 Dont give up. 别放弃。 Dont jump to conclusions. 不要急于下结论。
酒店宾馆服务人员英语 问好 1、Good morning(afternoon, evening), sir(madam) 早上（下午、晚上）好，先生（夫人）。 2、How do you do?您好！（初次见面） Glad to meet you.很高兴见到您。 3、How are you?您好吗？ Fine, thanks. And you?很好，谢谢。您好吗？ 4、Welcome to our hotel (restaurant, shop).欢迎到我们宾馆（餐厅、商店）来。 5、Wish you a most pleasant stay in our hotel.愿您在我们宾馆过得愉快。 6、I hope you will enjoy your stay with us.希望您在我们宾馆过得愉快。 （客人刚入店时） I hope you are enjoying your stay with us.希望您在我们宾馆过得愉快。 （客人在饭店逗留期间） I hope you have enjoyed your stay with us.希望您在我们宾馆过得愉快。 （客人离店时） 7、Have a good time!祝您过得愉快！ 8、***hotel, front desk. Can I help you?***饭店，前厅。您找谁？ 9、Sorry, I've dialed the wrong number.对不起，我拨错号了。 10、May I speak to your general manager?能和你们总经理说话吗？ Speaking.我就是。 11、Sorry, he is not in at the moment.对不起，他现在不在。 Would you like to leave a message?您要留口信吗？ 12、Pardon.对不起，请再说一遍，好吗？ I beg your pardon.对不起，请再说一遍，好吗？ 祝贺 13、Congratulations!祝贺您！ 14、Happy birthday!生日快乐！ 15、Happy new year!新年快乐！ 16、Merry Christmas!圣诞快乐！ 17、Have a nice holiday!假日快乐！ 18、Wish you every success!祝您成功！ 答谢和答应 19、Thank you (very much).谢谢您（非常感谢）。 20、Thank you for your advice (information, help)感谢您的忠告（信息、帮助）。 21、It's very kind of you.谢谢，您真客气。 22、You are welcome.不用谢。 23、Not at all.不用谢。Don't mention it.不用谢。 24、It's my pleasure.非常高兴为您服务。 (With pleasure.)(My pleasure.) 25、I am at your service.乐意为您效劳。 26、Thank you for staying in our hotel.感谢您在我们酒店下榻。 27、I'm sorry.很抱歉。 28、Excuse me.对不起。
、 小学英语日常交际用语 一、日常问候和答语 1. Hello/ Hi你好。 3. Good morning/ afternoon/evening. 早上/下午/晚上好。 4. How are you(this morning/afternoon/evening)? 你今天早晨/下午/晚上好吗？ 5. Fine, thank you/ thanks. 我很好，谢谢。 6. Not bad, thank you. 不错，谢谢。 7. How do you do? 你好。 8. Nice to meet /see you. 很高兴认识/见到你。 二、告别、祝福和答语 1. Goodbye/Bye . 再见 2. See you! (See you later!)再见，回头见。 3. Good night. 晚安。 4. Happy birthday! 生日快乐！Thank you!谢谢！ 5. Happy New Year! 新年快乐！Happy New Year!/ The same to you!(大家共同的节日) 6. Happy Children’s Day!Happy Wome n’s Day! 7.Merry Christmas! 圣诞快乐！ 三、介绍和谈论人物 1. My name is…/ I’m… 我的名字是…/ 我名叫… 2. This is Miss/ Mr/ Mrs… 这位是…小姐/先生/女士。 3. This is my friend. 这是我的朋友。
4. He/ She is …他是/她是… 四、询问 人：1)姓名 1. What’s your name, please? 你的名字是什么? My name is … 2. What’s his/her/its name? 她/他/它叫什么名字？Her/His/Its name is …2）年龄 1.How old are you? 你多大了？I’m… 2. How old is he/she/it? 她/他/它多大？She /He/ It is … 3) 生日 1．When is your /his/her birthday? It’s July 1st. 4) 出处 1. Where is/ are ….from?She is from American. 她来自美国。 2. Wh ere do/does… come from?She is from American. 她来自美国。 5) 人物 1. Who is he ? He is my brother. 他是我弟弟。 6）职业 1. What is he? He is a doctor. 他是医生。 2. What does he do? He is a doctor. 3. What’s his job?He is a doctor. 7）外貌 1. What is he like? He is short and thin. 他很矮很瘦。 8) 喜好 1. What do/does he like? He likes English. 2. Do/does …like English?Yes, he does/ No, he doesn’t. 9) 事情 1. What’s the matter with you? 你怎么啦？I have a cold.我感冒了。
1.What are the responsibilities of a receptionist? 2.What are the responsibilities of a room attendant ? 3.Guest:Your name is Mark brown. You’d like to reserve a single room away from the street from 12 to 15 April. You are calling the hotel. Receptionist: You answer the phone and accept the booking. 4.Guest: Your name is Mary Liu. You are in room 1234 and you want to check out. When you see the bill you find there is a laundry charge for 68 yuan, but you did not use the laundry service. Cashier: when the guest complains about the overcharge, you recheck the bill and find that you have really made a mistake. You apologize to the guest and make out another bill. 5.Guest: you are the guests and have come to the restaurant with a reservation. You have reserved a private room in 301. Hostess: lead the guests to their room and take the menu for the guests. Waitress: take order for the guest. Guests: You have no idea about the Chinese dish. You ask the waitress to recommend some dishes. Pickled cucumber 酱黄瓜Steamed beaf balls 蒸牛肉丸 Kong Pao Chicken Jacket potato 带皮烤的马铃薯 Spicy Chicked 怪味鸡Fried mandarin fish in squirrel shape 松鼠桂鱼 Twice-cooked pork slices 回锅肉 Beijing roast duck 北京烤鸭Sweet and sour pork 咕噜肉
常用酒店英语词汇大全如下： Restaurant 酒店里面的称为餐厅，酒店外的可以叫饭馆或者餐馆都可以B&B 家庭式酒店 Boutique hotel 精品酒店 Resort 度假村 King-size 特大号床 Queen-size 大号床 Twin beds 双床房 Single bed 单床房 Double room 双人间 Single room 单人间 Suite 套房 Studio suite 公寓套房 Adjoining room 相邻房 Connecting room 连通房 Executive Floor 行政楼层 Bellboy 行李员 Concierge 礼宾 Receptionist 前台接待 Reception/Front desk 前台 Coach 旅游大巴 Reservation 预订(不是预定) Doorman 门房门童 Housekeeping staff 客房清洁人员
Room service 客房服务，有时特指客房送餐服务 Ground 花园 Tip 小费 Service charge 服务费 Turn down 开夜床服务(指的是傍晚的时候再次整理房间，使客人晚上睡的舒服) Executive room 商务房 Shuttle bus 班车 Do Not Disturb Sign /DND sign请勿打扰牌 Please Make Up sign /PMU sign 请收拾房间牌 check-out 退房 check-in 登记入住 lobby 大堂 Owner response: 业主回复 Porter门房 Hotel Concierge酒店礼宾部 Procurement Manager; Purchasing Manager采购部经理 Food & Beverage Manager; Catering Manager餐饮部经理 Table Hostess餐桌女服务员 Kitchen Hand; Kitchen Help; Kitchen Worker厨工 Cook; Chef厨师 Head Chef厨师长 Cook炊事员