一、常用词汇
董事总经理Managing Director
经济师Economist
总经理General Manager
副总经理Deputy General Manager
驻店经理Resident Manager
总经理行政助理Executive Assistant Manager
总经理秘书Executive Secretary
总经理室Executive Office
机要秘书Secretary
接待文员Clerk
副总经理Vice General Manager
总经理助理Assistant to General Manager
总经理秘书Secretary to general Manager
行政秘书Executive Secretary
行政助理Administrative Assistant
人力资源开发部Human Resources Division
人事部Personnel Department
培训部Training Department
督导部Quality Inspection Department
计财部Finance and Accounting Division
财务部Accounting Department
成本部Cost-control Department
采购部Purchasing Department
电脑部E.D.P.
市场营销部sales & Marketing Division
销售部Sales Department
公关部Public Relation Department
预订部Reservation Department
客务部Room Division
前厅部Front Office Department
管家部Housekeeping Department
餐饮部Food & Beverage Department
康乐部Recreation and Entertainment Department
工程部Engineering Department
保安部Security Department
行政部Rear-Service Department
商场部Shopping Arcade
人力资源开发总监Director of Human Resources
人事部经理Personnel Manager
培训部经理Training Manager
督导部经理Quality Inspector
人事主任Personnel Officer
培训主任Training Officer
财务总监Financial Controller
财务部经理Chief Accountant
成本部经理Cost Controller
采购部经理Purchasing Manager
采购部主管Purchasing Officer
电脑部经理EDP Manager
总出纳Chief Cashier
市场营销总监Director of Sales and Marketing
销售部经理Director of Sales
公关经理P.R.Manager
宴会销售经理Banquet Sales Manager
销售经理Sales Manager
宴会销售主任Banquet Sales Officer
销售主任Sales Officer
高级销售代表 Senior Sales Executive
销售代表 Sales Executive
公关代表 P.R. Representative
Executive Office总行政办公室
宾客关系主任Guest Relation Officer
公关部经理Public Relation Manager
公关部主任Public Relation Supervisor
客户经理Account Manager
高级客户经理Senior Account Manager
资深美工Senior Artist
美工Artist
销售部联络主任Sales Coordinator
资深销售中心预订员Sales Center Senior Reservation Clerk
销售中心主任Sales Center Supervisor
礼宾部经理Chief Concierge
行李员Bellboy
女礼宾员Door Girl
礼宾司Door Man
Accounting财务部
Sales & Marketing Dept.营销部
General Manager总经理
Human Resource & Training Dept.人力资源及培训部
Deputy General Manager常务副总经理
Room Division房务部
Food & Beverage Dept.餐饮部
Purchasing Dept.采购部
Electronic Data Processing Dept.电脑部
Security Dept.保安部
Engineer Dept.工程部
客房总监Director of Housekeeping
前厅部经理Front Office Manager
前厅部副经理Asst . Front Office Manager
大堂副理Assistant Manager
礼宾主管Chief Concierger
客务主任Guest Relation Officer
接待主管Chief Concierge
接待员Receptionist
车队主管Chief Driver
出租车订车员Taxi Service Clerk
行政管家Executive Housekeeper
行政副管家Assistant Executive Housekeeper
办公室文员Order Taker
客房高级主任Senior Supervisor
楼层主管Floor supervisor
楼层领班Floor Captain
客房服务员Room Attendant
洗衣房经理Laundry Manager
餐饮总监F&B Director
餐饮部经理F&B Manager
西餐厅经理Western Restaurant Manager
中餐厅经理Chinese Restaurant Manager
咖啡厅经理Coffee Shop Manager
餐饮部秘书F&B Secretary
领班Captain
迎宾员Hostess
服务员Waiter ,waitress
传菜Bus Boy, Bus Girl
行政总厨Executive chef
中厨师长Sous Chef(Chinese Kitchen)
西厨师长Sous Chef(Western Kitchen)
西饼主管Chief Baker
工程总监Chief Engineer
工程部经理Engineering Manager
值班工程师Duty Engineer
保安部经理Security Manager
保安部副经理Asst. Security Manager
保安部主任Security Manager
保安员Security Manager
商场部经理Shop Manager
商场营业员Shop Assistant
有些说法不一样，比如“客房部”“管家部”，但都应该叫housekeeping dept.
二、日常服务:
1. - (Knocking at the door. 敲门) -May I come in? 我可以进来吗?
-Come in, please.请进。/ -Please don’t come in.请不要进来。/ -Just a moment (a minute), please. 请稍等一下。
-I’m sorry to disturb you. May I clean the room, sir? 对不起打扰您了，我来打扫一下房间好吗?
-All right. Come in, please. 好的，请进来。/-Please clean it when I am out. 我马上要出去，请等一会儿再打扫。
2. -May I change the water of the thermos now? 我现在可以换水吗? -Yes，please. 请换吧。
3. -Some of my friends will come and see me this afternoon. Will you please give me some more hot bottles and tea cups? 下午我有几位朋友来访，请给加些热水瓶和茶杯。
-Well，we’ll send tea into the room when the visitors come. 好，客人来访我们会端茶进来的。 -By the way, is there any mail for me? 顺便问一下，有我的邮件吗?
-No. If there is, I’ll give it to you in time. 没有。如果有的话，我会及时给您送来的。 4. -Why did you come in without my permission? 你为什么没经我允许就进来了? -It’s my negligence. I beg your pardon. 我疏忽了，请您原谅。
-I come and make the bed. Shall I do it now or later? 我来做夜床，您看是现在做还是等会儿做?
-Since you have come, you may do it now. 既然来了，现在就做吧。 5. -Here’s your laundry. You’d better check it. 衣服洗好了，请您过目。 -I am collecting the fee of the long distance call. 我来收长途电话费。 -This is the bill for the room rent of half a day. 这是补半天房金的帐单。 6. -Here’s a telegram for you. 这儿有一封您的电报。 -Why is it unsealed?它怎么被拆开了?
-Because there is no name of the receiver on the envelope, therefore the clerk unsealed it in order to find out the name of the receiver. 因为电报封面没有收报人姓名，服务台为了查对姓名而打开的。
7. -Have you lost anything today, sir? 先生，您今天丢过什么东西吗? -Yes，a wallet. I’m looking for it now. 丢了一只皮夹子，我正在找呢。 -What is there in the wallet? 皮夹子里有些什么?
-My daughter’s photo and some money. 有一张我女儿的照片，还有一些钱。
-Look，is this wallet yours? 看，这只皮夹子是不是你的? -Yes, it’s mine. Thank you ever so much. 是我的，太感谢你了。
8. -I want to borrow China Daily of these days. 我要看这几天的《中国日报》。 -Please get some copies of China Pictorial for me. 请拿几份《中国日报》给我。 -Please bring some chairs for me. 请拿几把椅子来。 -Please get me some soap. 卫生间的肥皂要添了。
-The slippers are worn out. Change them for me, please. 拖鞋坏了，请给我换一双。 -Get a hot water bottle, please. 请拿一只热水瓶给我。
-I feel a bit cold when I sleep. Please get me a blanket. 我睡得有点冷，请给我加一条毯子。 -I need another pillow. 我需要加一只枕头。
-All right, I’ll get it for you right away. 好的，我就去拿。/-Just a moment, I’ll do it right now. 请稍等一下，我马上给您办好。
9. –Excuse me. 对不起。/-I’m sorry. 很抱歉。/-I beg your pardon. 请您原谅。/-Pardon me for interrupting. 对不起，打扰你们了。/-I’m sorry I was so careless.很抱歉，我太粗心了。
Welcome:
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) 3. Glad to meet you. 很高兴见到您!
4. -How are you? 您好吗?-Fine，thanks. And you? 很好，谢谢。您好吗? 5. Welcome to our hotel (restaurant, shop). 欢迎到我们宾馆(餐厅，商店)来。 6. Wish you a most pleasant stay in our hotel. 愿您在我们宾馆过得愉快。
7. 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。(客人在店逗留期间) I hope you have enjoyed your stay with us.希望您在我们酒店过得愉快。(客人离店时) 8. Have a good time! 祝您过得愉快!
三、电话用语：
1. ***hotel, front desk. Can I help you? ***饭店前厅，请问可以为您效劳吗? 2. Sorry，I’ve dialed the wrong number. 对不起，我拨错号了。 3. -May I speak to your general manager? 能和你们总经理说话吗?
-Speaking. 我就是。/-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? 4. Pardon. /I beg your pardon. 对不起，请再说一遍, 好吗?
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