酒店入职培训手册

《酒店入职培训手册》由会员上传分享，免费在线阅读，更多相关内容在教育资源-天天文库。

1、培训手册TRAININGHANDBOOK——摘录自三亚国光豪生度假酒店培训手册了解形体语言UnderstandingBodyLanguageMood情绪Bodylanguagesignals身体语言信号ImpatienceorLoosenedtie松开的领带NervousnessMovinginandoutoftime不停地看表不耐烦Handstouchingfacefrequently手不停地摸脸AngerArmscrossedoverchest手臂抱在胸前生气Tensedfacialmuscles,clenchedteeth脸部肌肉紧张，牙关咬紧Abruptgestures粗鲁的姿势C

2、lenchedfist紧握的拳头FatiguesEyesfocusedonfloororceiling眼睛天花板上或地板疲劳Handsinpockets手放在口袋里Leaningagainstdesk倚在桌子上Chinproppedonhand，elbow-supportingweight手撑下巴，用肘支撑头部重量Yawningandrubbingfacewithhand打哈欠，用手抚擦脸部Loosenedtie松开的领带Handstrembling发抖的手HappinessRelaxedfacailexpression放松的脸部表情高兴Smiling微笑Directeyecontact直

3、接的眼神交流Movementandposturefullofenergy姿势和行动充满活力TimidityorHeadlowered低头IndecisivenessNoeyecontact无眼神交流胆小，犹豫不决Handsdeepinpockets手深插在口袋里酒店基础英语1.问候Goodmoring.早上好。Goodevening.晚上好。Goodafternoon.下午好。Goodnight.晚安。2.称呼Sir先生Madam女士3.欢迎WelcometoourResort.欢迎到我们酒店来。WelcometoourRestaurant.欢迎到我们餐厅来。1.提供帮助MayIhelpy

4、ou?我能帮您做什么吗？MayIhelpyouwithyouluggage?我能帮您提行李吗？Onemoment,please.请稍等。2.致谢Thankyouforyourhelp.谢谢你(Thanksalot.)多谢了Thankyouforyourhelp.谢谢你的帮助。3.应答You’rewelcome.别客气。Thatisallright..没关系。Mypleasure./Withpleasure.别客气。4.致歉Sorry.对不起。Excuseme.打扰一下。Pardon?请再说一遍。Sorry,IcannotunderstandEnglish.Onemoment,please.

5、I’llcallthesupervisor.对不起，我听不懂英语。请稍等，我让主管来处理。5.肯定、否定回答Yes/Sure.是。No/No,thanks.不。/不，谢了。6.告别/祝福Good-bye/Bye/Seeyou.再见。Hopetoseeyouagain.我希望能再见到您。Haveanicetrip./Haveagoodtime.祝您一路顺风。/祝您快乐。7.问路与指南Excuseme,whereisthelift?请问电梯在哪里？Thisway,please./Followme,please.请这边走/请跟我走。Letmeshowyouthere,please.请让我带您去吧

6、。Gostraight,turnleft/right.一直向前走，往左/右转。8.主要营业场所及部门名称BusinessCenter商务中心ExecutiveOffice行政办Clinic医务室SPA水疗中心FrontOffice前厅部WesternRestaurant西餐厅SwimmingPool游泳池Sales&MarketingDept.营销部ChinessRestaurant中餐厅Reception前台接待Rooms房务部Cashier’s收银处Food&RecreationDept.餐娱部Bar酒吧Shop商店HumanResourceDept.人力资源部Gym健身房Engine

7、eringDept.工程部LaundryService洗衣服务MainDoor大门SecurityDept.保安部RoomService客房送餐服务Beach沙滩AccountingDept.财务部Meeting/ConferenceRoom会议室Barbece烧烤1.职位GeneralManager总经理Attendant服务员Bellboy/Bellman行李生AssistantManager大堂经理Manager经