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1、 PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION . ATTITUDE . EMPOWERMENT . PROFESSIONALISMBasic English Basic EnglishTraining Workbook PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION . ATTITUDE . EMPOWERMENT . PROFESSIONALISMGreeting 問候- Good morning/ afternoon/ evening, sir/ madam! 早上好/下午好/晚上好，先生/2、夫人！- How are you today, sir? 您好嗎，先生？- How do you do!您好嗎？- How are you (doing)?最近好嗎？- Nice to meet/see you!很高興見到你！Welcome 歡迎- Welcome to Kempinski Hotel Dalian!歡迎光臨大連凱賓斯基飯店。- Welcome to our restaurant.- 歡迎光臨本餐廳。- Were glad to see you again.- 很高興見到您。Asking/inquiring 詢問/征詢- May I have your name, please3、?- 可以告訴我您的名字嗎？- Your initials, please?- 請告訴我您姓名的首字母。- May I have your signature here, sir?- 請您在這里簽字。- Would you like to leave a message? - 您需要留口信么？- I beg your pardon? - 您能再說一遍么？- What do you think of our service?- 您覺得我們的服務怎么樣？- May I know your name/room number?- 能告訴我您的名字/房號么？- May I know whom Im ta4、lking to?請問您是哪位？（打電話時用）- May I be of (your) service, madam?請讓我為您服務，夫人。- May I recommend our xx to you, sir?先生，我向您推薦xx。- How about a xx?xx怎么樣？- Would you like me to book you a xx?為您預訂xx，可以嗎？- Would you like to sit by the window?您喜歡坐窗邊的位置嗎？- Would you like to have a cup of tea?您來一杯茶嗎？- Is there anythi5、ng else I can do for you, madam?夫人，您還有什么需要嗎？Expressing good wishes祝福- Have a pleasant stay with us, Sir.愿您和我們共度好時光。- Have a nice day/ a pleasant evening/ a good weekend!祝您今天/今晚/周末愉快！- Enjoy your stay/ day.祝您愉快！- Happy New Year/ Birthday!新年/生日快樂！- Merry Christmas!- 圣誕快樂！Answers to good wishes對祝愿的回答- 6、You too, Mr. xx /Ms. /Mrs. /Miss.也祝您愉快！- The same to you, sir/ madam.也祝您愉快！Expressing thanks 致謝- Thank you very much.- 非常感謝。- Thank you for coming.- 謝謝您的光臨。- Thank you for being so understanding.- 謝謝您的理解。（得到諒解時用）- Thats very kind of you. Thank you very much.- 您真是太好了！謝謝！Answers to thanks對致謝的回答- You a7、re welcome.- 不用謝- With pleasure.- 別客氣- My pleasure. - 樂意為您效勞！- Glad to be of service. Please feel free to contact us anytime.- 很高興為您服務，請隨時與我們聯系。Apologizing致歉- Excuse me.不好意思，打擾一下！- Im awfully sorry.- 真是很抱歉！- I beg your pardon.請您原諒！- Excuse me for interrupting.抱歉，打擾一下。不得不打擾客人時）- Sorry to have bothere8、d you.抱歉，打擾了！（打擾客人后）- Im very sorry. There could have been a mistake. I do apologize.對不起，可能出了什么差錯，我真誠向您道歉。（有投訴時）- Im sorry. Im being called.不好意思，有人叫我/有個電話找我。（終止談話時）- Im sorry. A guest is waiting for me.抱歉，有個客人正在等我過去。（終止談話 時）- Im sorry to have kept you waiting, sir.抱歉讓您久等了！- Im sorry. The restaurant 9、is fully booked.很抱歉，餐廳已經訂滿了。Answers to apology對致歉的回答- Thats all right.- 沒什么。- It doesntt matter.- 沒關系。- Its nothing.- 這沒什么。Directing 指示- Let me show you.我給您帶路吧/我指給您看。- This way, please.- 請這邊走。- It will be on your right hand side. You cant miss it.- 就在您的右手邊。您會看到的- Go straight ahead.直走。- Go down to th10、e lobby.- 往下走到大堂。- Please take the lift to the 3rd floor.- 請乘電梯到三樓。- Turn left/right at the first exit.- 在第一個出口向左/右走。Arousing attention 提示- Here you are.- 這是您要的XX。（遞東西時用）- Here we are.- 就是這里了/我們到了。（到達目的地）- Here comes the taxi.- 出租車來了。 - Beware of the ceiling/ the wet floor, sir.- 先生，請小心天花板/濕地板。（到達目的11、地）Reassuring表示安慰- Dont worry, madam. Well see to it.夫人，請別擔心。我們會跟進這件事情的。- Ill look into the matter.- 我會調查這件事情。- Ill be with you in a moment.- 我馬上就來。- There is no hurry, sir. Take your time.- 不要著急，請慢慢來。- It wont be too long, sir.時間不會太長的，先生。- Please take it easy, madam.夫人，請慢慢來。- Well let you know as so12、on as there is any available.一有空位我們就會通知您的。- Ill report it to our manager.我會報告給經理的。Willing to serve表示樂意效勞- Ill be glad to help.樂意為您效勞！- Certainly, madam. Ill be happy to do it.當然，夫人，我非常樂意為您效勞！- Glad to be of service. Please feel free to contact us anytime.很榮幸為您服務。歡迎隨時與我們聯系。- My name is xx, if there i13、s anything we can do for you, just let us know.我是xx,如果有什么需要，歡迎隨時與我聯系。Declining表示婉拒- Im afraid such information is confidential.抱歉，這是機密。- Thats very kind of you, but no, thank you.謝謝您的好意，但是，很抱歉我不能接受。- That wont be necessary, sir, but thank you all the same.不需要了，先生。不過還是謝謝您。- Im afraid we cannot do tha14、t.恐怕我們不能那樣做。Positive answer肯定的答復- Certainly, sir, Ill bring it to you right away.當然，我馬上給您拿過來，先生。- We do have xx available.我們有xx。Uncertain answer未肯定時的答復- Im sorry we cannot guarantee it, but well do our best.很抱歉，我們不能保證，但是我們會盡力而為的。- Im sorry, madam, Im afraid Im not sure, but Ill ask someone for you. 15、很抱歉，夫人，我不能確定，不過我可以找另外的人為您服務。- If you wait a moment, sir, Ill try to find (it) out.如果您愿意稍等一會兒，我會找給您的。Negative answer否定時的答復- Im sorry, there is no discount.很抱歉，沒有折扣。- Im sorry, madam, Im afraid we dont have any available. 夫人，不好意思，我們沒有合適的了。Expressing pity表示遺憾- Im sorry to hear that.聽到這個消息我也很難過。- Its a 16、great pity. 真遺憾！Expressing concern表示關懷- Are you all right, sir?.先生，您還好吧？- I hope you did not hurt yourself. 希望您沒有傷到自己。- Would you like to see the doctor? 您要去看醫生嗎？- I hope you are better now.希望你已經好些了。Being modest表示謙讓- After you, sir. / You first, sir. 請您先走，先生。Agreeing表示同意- Thats true.是的。- Absolutely,17、 sir. 當然，先生。- Exactly, sir.- 確實如此，先生。Disagreeing表示不同意- Not really. Its good value for the price.這個的確貨真價實。（在客人對商品價格提出質疑時。）- Sorry, Im afraid恐怕Understanding表示明白- Yes, I see, sir. / Well madam, I know.我明白了，先生/夫人。Not understanding 表示不明白- Could you speak more slowly?您可以說的慢一些嗎？- Im sorry, I dont quite und18、erstand. Should I get the manager?不好意思，我不是很明白。我叫經理過來，可以嗎？- Please pardon?請再說一次。Day/week 日/星期的表達- Yesterday 昨天 - Today 今天 - Tomorrow 明天- The day after tomorrow 后天- The day before yesterday 前天- Week 星期- Weekend 周末- What day is it today? 今天星期幾？ Its- Sunday (Sun.) Monday(Mon.) - Tuesday (Tue.) Wednesday19、 (Wed.)- Thursday(Thur.) Friday (Fri.) - Saturday (Sat.)星期日至星期六express times時間的表達- Whats the time now?現在幾點了？- May I know the time now?我能知道現在的時間么？- Its - Useful words:hour 小時 minute 分鐘 second 秒quarter 刻 half 半 oclock X點整 - Three ways to express time 三種表達時間的方法1.hour(時)+minute(分)2.minute (分)+ past+ hou20、r(時)3.60-minute(分)+to+hour(時)+1Month 月的表達- Month 月- Whats the date today? 今天幾號？- Its the first in May.今天是五月一日- January (Jan.) February (Feb.) March (Mar.) April (Apr.) May June (Jun.)July (Jul.) August (Aug.) September (Sep.) October (Oct.) November (Nov.) December (Dec.)1-12月：Years 年的表達- Year年- The21、 beginning of a year年初- The end of a year年底- Last year去年- This year今年- Leap year閏年- Sixteen forty-three1643年Seasons季節的表達- Season季節- Spring春季- Early spring早春- Summer夏季- Midsummer盛夏- Autumn/fall秋季- Late autumn晚秋- winter冬季Weather 關于天氣- Whats the weather like today? 今天天氣如何？- Today is XXX.Cloud 云 cloudy 22、陰天Sun 太陽 sunny 晴天Rain 雨 rainy 下雨天Fog 霧 foggy 霧天Wind 風 windy 刮風天Taste 味道的表達- How is it taste?- Its Delicious 美味的Sweet 甜的Sour 酸的Salty 咸的Bitter 苦的Hot 辣的Terrible 糟糕的Colors色彩的表達- What color is it? Its在表達顏色的深淺時，直接在顏色前加dark（深）或light（淺）即可。如深藍色為dark blue,淺紅色為light red. - Red yellow green blue white black ora23、ngepink purple grey brown cream blue green crimsonNUMBER數字- Cardinal No.基數詞：主要表示數量，13-19都以-teen結尾，20-90等十位整數都以-ty結尾。- Ordinal No.序數詞：主要表示次第，如在表達樓層時，我們就用序數詞。第4-19都由相應的基數詞加-th構成。第20-90等十位整數的詞是由相應的基數詞去詞尾-y，加-ieth構成。Saying good-bye (告別語)- Good-bye, and have a nice day.再見！祝您愉快！- We all look forward to se24、rving you again.- 真誠期待再次為您服務。- We all look forward to serving you again.- 真誠期待再次為您服務。- Hope you enjoyed staying with us.- 希望您在這里過得愉快！The title of a technical post(職稱)- GM/General Manager 總經理- EXE Secretary 總經理秘書- Owner Representative 業主方代表- Director 總監- EXE Housekeeper 行政管家- AM/Assistant Manager 大堂經25、理- Manager 經理 - MOD Manager On Duty 值班經理- Supervisor 主管 - Captain 領班- Floor Attendant 客房服務員- Waiter/Waitress 男/女服務員- Clerk 文員- Operator 接線員- Bell Boy 行李生- GSA/Guest Service Assistant 接待員- GRO/Guest Relation Officer 客戶關系主任Places of Interest and address (旅游景點)- Tiger Beach老虎灘- Charm of the Sea Plaza 海之韻廣場- He Pole Aquarium 水族館- Golden Pepple Beach 金石灘- Bingyu Valley 冰峪溝- Lvshun City (Port Arthur) 旅順（軍港）- Bangchui Island 棒棰島- Xinghai Square 星海廣場- Airport 機場- Railway Station 火車站13