饭店员工英语培训辅导材料

董事长 副董事长 总经理 副总经理 总经理助理 经理 副经理 大堂副理 营销员领班 文员 行李员 话务员 秘书 收帐员酒店英语Hotel English第一部分公共知识The First PartThe Public Knowledges一、饭店部门 Departments董事会 directorate, board of directors总经理办公室general manager s office人事培训部personnel and training department财务部finance department前厅部front office客房部housekeeping department餐饮部food and beverage department工程部engineering department保安部security department采购部purchasing department营销部sales department旅行社tourism agency department工会trade union , labor union康乐部entertainment departmentStaffsboard chairmanvice-board chairmangeneral managervice-general managerassistant general managermanagervice-managerassistant managersalesman/saleswomansupervisorcaptainclerkbellman/bellboyoperatorsecretarycashier总工程师 电脑工程师 房务主管 楼层领班 公共区域领班 客房女服务员 男服务员 餐厅女服务员 厨师 行政总厨 餐厅主管 商场营业员 驾驶员 洗衣工chief engineer computer engineerhead housekeeperfloor supervisorpublic area captainhousemaid/attendantwaiterwaitresschefexecutive chefhead waitershop assistantdriverlaundry worker三、安徽饭店简介安徽饭店坐落于省会合肥市梅山中路18号，地处景色秀丽的西山风景区，北临清碧河塘，南眺繁华闹市，位距合肥骆岗机场9公里，火车站8公里，距省政府尚不足3公里，交通十分通捷。饭店主楼二十四层，建筑面积26000平方米，占地面积5.5公顷。包公故里，兴业宝地的合肥，自古以来是商贾云集、美食荟萃之地。安徽饭店作为安徽省首家四星级旅游涉外饭店，是安徽省对外开放的一个重要窗口。自一九九二年开业以来，先后接待来自世界40多个国家和地区的政府要员和首脑，接待境内外嘉宾350万人次，受到社会各界的高度赞扬，被皖籍著名科学家杨振宁教授誉为“故乡第一饭店”。The Brief of Anhui HotelAnhui Hotel is located on No. 18 Meishan Road, Hefei, the capital of Anhui Province. The hotel towers in the Xishan scenic area and faces a limpid pond. From the top of the hotel building, you can enjoy a superb view of the bustling city. It s quite easy of access, just 9 kilometers away from Hefei Luogang Airport, 8 kilometers away from the railway station and less than 3 kilometers away from the provincial government administration. The hotel has a 24-story main building with a total area of 26,000 square meters.As Baozheng s native place, Hefei has always been the gathering place of various merchants and local delicacies sinceancient times. Anhui Hotel, the first four-star internationalhotel in Anhui province, is also an important window for opening to the outside world. It has received presidents and government officials from over 40 countries and regions, and three and a half millions of inbound guests since it opened in 1992. It has beenhighly commendedby public figures from all walks of life, praised as “ the best hotel in my hometown ” by Professor Yang Zhenning, a world famous scientist.第二部分 岗位英语The Second Part English for the Different Positions第一节 总台英语English for the Front Desk一、预订 RESERVATION1. May I have your name?请问您的名字？2. xx.00RMB a night plus 15%service charge, free daily buffet breakfast, no extra charge for children aged 12 yours and under occupying the same room with adults.房价一晚 xx.00 加 15%的服务费，早餐免费，12 岁以下儿童和成人同住一个房间免费。3. When for and for how long?您哪天开始预订？多长时间？4. For which date?您要订哪天的房间？5. How many in your party?你们一行几人？6. I can book you a suite for the 5th and 6th.我可以为您在5 日和 6 日订一个套间。7. We can confirm a room for the 7th and 8th .我们可以确认您为 7 日和 8 日订的房间。8. Could you hold the line please, I lcl heck the room availability. Thank you for waiting .请别挂电话，我来查查有没有空房 .谢谢等候.9. We can put you on a waiting list if you like, could you call us again closer to the date or would you like to leave your phone number?我们可以把你的名字记下来， 请你在接近预订日期再来电话或请您留下电话号码。#10. All reserved rooms will be held until 6:00p.m. only unless guaranteed.所有预订的房间保留至下午18： 00，除非属保证预订等。11. I' m sorry, we ' re fully booked for (date), but对不起，我们那天预订已满，但是 12. We don t have any standard double, would you mind a standard twin?我们没有标准双人大床，单人床如何？13. I m sorry, we have no record of a reservation in your name, when was it made?对不起，我没有查到任何以你名义的预订，请问什么时候预订的？14. What was the date of reservation?您预订的日期是哪天的？15. . Is this a new reservation or a confirmation call?请问是预订还是确认？16. In whose name was the reservation made?请问以谁的名字预订的？17. I ll cancel it thenI ,hope we can help you at some other time then.我把它取消，希望有机会为您服务。18. The time difference between xx and xx is 16 hours.两地时差为 16 小时。19. How long would you like us to keep it?你打算让我们保存多久？20. We will deliver your baggage to your room soon.我们会把行李送到你的房间。二、接待 RECEPTION1. Have you got a reservation?有预订吗？2. May I reconfirm your departure date?我可以再确定一下你预订的离店日期吗？3. You ll have to register individually, please.请分别登记。4. What kind of rooms would you like?要什么样的房间？5. May I see your passport?请给看下你的护照。6. How many people have you got?你们有几位？7. The rate includes breakfast.房费包括早餐。8. We have double room with double bed or with twin beds, executive or standard?我们有双人房有大床或小床 要商务层还是普通层？9. We don t have standard double, would you mind an executive double?我们普通双人房没有了，商务双人房怎么样？10. Have you got any identification?你有什么可以证明你身份的吗？11. Here is your key, the bellman will show you up.