Haiyatt Garden Hotel Houjie
Staff English Handbook

培训部 编
Edited By Training Office

Contents
目 录

Part OneElementary English
公共英语
Ⅰ Courtesy Service English 礼仪英语…01
Ⅱ Hotel Facilities 酒店设施……………03
Ⅲ Situational Responses情景应答……..04
Part TwoService English For Each Department
部门岗位英语
1、Front Office 前厅…..07
2、F＆B 餐饮部……….11
ⅰChinese Restaurant 中餐………….. 11
ⅱItalian Restaurant＆Teppanyaki 意餐及铁餐..………….13
ⅲThe Bar酒吧…..15
ⅳKey Words重要单词……………….18
3、Housekeeping管家部22
4、The Spa＆Health Club 桑拿及健康中心.26

Part ThreeDepartments And Positions
酒店部门和职位名称

厚街海悦花园大酒店礼貌服务英语
全员培训教案（公共部分）
PART I Elementary English for Hotel Staff
Courtesy Service English礼仪英语
◆欢迎和问候语 Greetings
Good morning (afternoon, evening), sir (madam).早上（下午、晚上）好，先生（夫人）
How do you do 您好！（初次见面）
How do you do 您好！
Glad to meet you. 很高兴见到您。

How are you您好吗？
Fine, thanks. And you好的，谢谢，您呢？
Welcome to our hotel (restaurant).欢迎到我们酒店（餐厅）来。

Wish you a most pleasant stay in our hotel.愿您在我们酒店过得愉快.(客人刚入店时)
I hope you will enjoy your stay with us.希望您在我们酒店过得愉快。（客人在酒店逗留期间）
Have a good time!祝您过得愉快！
◆电话用语 Terms of Telephone
Good morning, Front Desk. Can I help you 早上好， 前厅。请问有什么可以帮到您的？
Sorry, I’ve dialed the wrong number. 对不起，我拨错号了。

Please press 9 first and when you hear the dialing tone, press the number you want. 请先拨9，听到拨号音后再拨您所要的号码。

Hold on ,please. 请稍等。

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？
Would you repeat that, please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 Congratulations
Congratulations!祝贺您!
Happy birthday!生日快乐!
Happy New Year!新年快乐!
Merry Christmas!圣诞快乐!
Have a nice holiday!节日快乐!
Wish you every success!祝您成功!
◆答谢和应答语 Thanks and Responses
Thank you (very much).谢谢您（非常感谢）。

Thank you for your advice (information, help). 感谢您的忠告（信息、帮助）。

It’s very kind of you.您真客气。

You are welcome.不用谢。