第一篇：酒店前臺接待用語中英文

酒店前臺接待日常用語

第一部分 問候

1.Welcome to haiyatt garden Hotel.I’m ***, what should I call you, please?

歡迎光臨海悅酒店。我是***，請問我該怎么稱呼你呢？

2.Good morning/afternoon/evening, Sir/Madame.What can I do for you? 先生/女士，你好！請問我能為您做點什么？

3.My name is ***, is there anything else I can do for you, just let me know.我叫***，如果需要我為您做些什么，請告訴我。

4.If you have any problems, please feel free to contact us.如果你有任何需要，請隨時聯(lián)系我們。

Part 2 Helping to Check-in

第二部分 幫助入住

1.Please have a seat for a while I’ll help you with the check-in procedure.請在那邊稍坐一會兒，我將會為您辦理入住手續(xù)。

2.Would you please give me your passport and credit card ?, I’ll return them to you right away after the check-in procedure.請把您的護照和信用卡交給我。辦完入住手續(xù)后，我會馬上歸還給您。

3.How many nights will you stay this time?

這次入住您會住多少天？

4.Which room would you like, smoking room or non-smoking room? 您是要吸煙房間還是不吸煙房間？

5.Excuse me, Sir/Madame.How would you like to pay the deposit, together or separately?

先生/女士，不好意思，打攪一下。請問您是要分開付押金還是一起付呢？

Here is your room key and the breakfast coupon.Would you please sign here? 這是您的房卡和早餐券。請您在這里簽個名好嗎？

7.Here are your passport and the credit card.You can go up to the room now I hope you enjoy your stay with us..這是給回您的護照和信用卡?，F(xiàn)在您可以上房間了。希望您在這里居住愉快。Part 3 Providing Service During Staying

第三部分 居停期間提供服務(wù)

Regular Service常規(guī)服務(wù)

(1)Please wait a second.I’ll transfer it for you..請稍等一下。馬上為你轉(zhuǎn)接過去。

(2)Becauseso please be careful.今天外面在下雨，地面很滑走路時請多加小心。

Internet Service網(wǎng)絡(luò)服務(wù)

There is free broadband Internet access in every room , connector plug is on the desk.寫字臺上有寬帶插頭，您可以隨便使用。

(2)There is a little trouble in the computer service center, so the Internet is disconnected temporarily.Please wait a while, It’ll be recovered soon.對不起，酒店的電腦服務(wù)中心出現(xiàn)了一點小故障，房間暫時不上了網(wǎng)，請稍候一下就會恢復(fù)正常。

(3)Ok, I’ll arrange a computer engineer to help you.好的，我馬上安排電腦員上去幫您。

About the Laundry關(guān)于洗衣

The laundry collected between 8am to 6pm will be returned at midnight on the same day;while the one collected between 6pm to 8 am will be returned at 2pm on the next day.上午八點到下午兩點接洗衣將會在當天午夜前送回；而下午兩點到次日八點的洗衣將會在第二日下午兩點之前送回。

For the laundry, the regular service is within 8 hours and the express service is within 5hours.普洗服務(wù)是八小時內(nèi)送回,而快洗是5小時。

(3)There is a stain on your clothes, and we’ll try our best to get rid of it.However, I can’t guarantee that we can remove it totally.您的衣服上有很難洗掉的污跡，我們會盡最大的努力去處理，但不能保證一定可以處理掉。

(4)---Could you send someone up for my laundry, please?

請派人到我房間取要洗的衣服，好嗎？

===Certainly, sir.Our room attendant will be up in a minute.好的,我們的服務(wù)員馬上到。

Medical Service醫(yī)療服務(wù)

(1)You don’t look very well today.What seems to be wrong ?

你看上去有些不舒服, 還好吧 ?

(2)I feel dizzy and have a sore throat besides , I can not sleep well recently?

我感到頭暈，喉嚨痛。還有，最近都睡不好。

(3)Don’t worry , I will arrange a doctor to look after you.不要擔心，我將立即安排醫(yī)生照顧你。

(4)Any other symptoms? Like stomach ache, coughing, or nausea? 還有其他癥狀嗎？比如胃痛、咳嗽或者惡心？

(5)The doctor said you have got the flu.She’ll prescribe some medicine for you.take two tablets at a time, three times a day.You’d better stay in bed for one or two days.醫(yī)生說你感冒了。她會給你開藥。這藥每次吃兩片，每天三次，并建議你最好在床上休息一兩天。

(6)---Are they strong?

==Yes.They may make you a little drowsy.By the way, you should be sure to take them after you eat.---藥性強嗎？

==是的，會讓你犯困。還有，你得在用餐完畢后才能吃藥。

(7)Can you give me some medicine for heartburn?

你可以給點胃藥給我嗎？

(8)I’m afraid the doctor can’t give you medicine for that unless you tell her about your history of stomach ache?

如果你不告訴醫(yī)生你是否有胃病史，恐怕他不能隨便給你胃藥。

(9)Well, I do have gastritis for two years.恩，我確實有兩年的胃病。

(10)Since your blood pressure is higher than normal, could you tell the doctor whether you have diabetes?

你的血壓偏高，請問你是否有糖尿?。?/p>

(11)How is the acid in your stomach? Is the acid feeling very strong? 胃酸的強度怎么樣？你是否感覺十分強烈？

(12)Are you taking other medicine at present? Please let us know just in case of chemical reaction..你最近有沒有服用其它藥物？為了防止藥品之間產(chǎn)生不好的化學反應(yīng)請告訴我們。

(13)Are you feeling better now, Sir?

先生，你好些了嗎？

(14)---What happened to your leg, Sir?

先生，你的腿怎么呢 ？

==I tripped and fell in the bathroom.我不小心在浴室摔倒了。

---Please don’t worry, I’ll ask the doctor to go to see you right away.請不要擔心，我馬上叫醫(yī)生過去。

Part 4 Apologize

第四部分 道歉

1.I’m very sorry.There could have been a mistake, and I do apologize for that.很抱歉。出了錯誤，我應(yīng)當?shù)狼浮?/p>

2.I assure you it won’t happen again.我保證此類事情不會在發(fā)生。

3.I do apologize for inconvenience on behalf of our hotel.對您造成的不便，我謹代表酒店向您道歉。

4.I’m sorry to tell you that your medicine bottle(cosmetic bottle)was broken by accident.I sincerely apologize for that.非常抱歉，服務(wù)員在為您清理房間時，不小心打碎了你的藥瓶（化妝品瓶子）。

5.I’m sorry to hear that.That’s unusual.I’ll look into the matter at once.很抱歉，這很不尋常，我立刻去調(diào)查一下。

6.I’m very sorry.I hope you’re not hurt Please forgive me..對不起，你沒事吧，請原諒我。

7.I deeply apologize Madam, would you care to send this dress for dry-cleaning? No charge of course.我們深感抱歉，小姐。請你把衣服拿去干洗，一切費用，由酒店負擔。

8.I’m terribly sorry Please do accept our apology.We’ll do our best..請接受我們的道歉，我們會盡快想辦法。

9.I’m sorry for that.I will ask the repairman to fix it now.真是抱歉，我馬上安排人去修理。

Part 5 The Damage

第五部分 賠 償

1.I’m afraid you’ll have to pay for the damage.恐怕您得賠償損失。I’m afraid you have to pay for the broken chair according to the hotel policy.根據(jù)酒店規(guī)定，恐怕你要對弄壞的椅子做出賠償。

The indemnity for the burned carpet is 100 Yuan.損壞地毯的賠償是人民幣100元。

I’m sorry to inform you that we have to charge you 100 Yuan for the bloodstains

on your bed linen.我很遺憾地告訴你對于床單上的血跡我們要收取100元特別洗滌費。

Part 6 Expressing Appreciation

第六部分 道謝

1.Thank you for your kind understanding.謝謝您的理解。

2.I would like to thank you for your great support for our hotel.非常感謝您對我們酒店的大力支持。

Part 7 Say Goodbye

第七部分 道別

1.Wish you a pleasant journey!祝您旅途愉快！

2.On the house Sir,.I assure you that everything will be right next time you come.這是免費的。我保證你下次光臨時，一切都會妥妥當當。

3.I’m looking forward to seeing you again.Good luck！

我期盼再次見到你，祝你好運！

Good Bye, and hope to see you again.再見，希望再見到您

第二篇：酒店前臺接待服務(wù)用語

酒店前臺接待服務(wù)用語

一． 入?。?/p>

1． 先生或小姐，您好，歡迎光臨，請問有什么可以幫您的嗎？

2． 請問您有預(yù)訂嗎？

3． 請問您打算住多長時間呢？

4． 我們酒店有XXX的房間，您看您喜歡哪種類型的呢？

5． 這樣的房間每天每間只需人民幣XXX元，您看可以嗎？

6． 先生或小姐，麻煩您出示一下您的證件好嗎？謝謝

7． XX先生或小姐，請您稍等。

8． XX先生或小姐，請問您采用哪種方式付款呢？

10． XX先生或小姐，請問您還有其他要求嗎？

11． XX先生或小姐，如果沒有什么異議，請您在這兒簽個字好嗎？

12． XX先生或小姐，這是您的證件，請收好，謝謝。

13． 麻煩您在收銀處辦理一下押金手續(xù)好嗎？

14． XX先生或小姐，這是您的早餐券，每天早晨7:00----8:30您可

以在六樓自助餐廳用早餐。

15． XX先生或小姐，我們酒店實行房務(wù)中心制，如果您在房間內(nèi)

有什么需要可以撥打我們房務(wù)中心的電話。9285

16． XX先生或小姐，您的房間在X樓的XXX房間，這是您的歡迎

卡，請這邊走乘坐電梯。

17． 祝您居住或住店愉快。

二． 預(yù)訂：

1． 您好，北都大酒店。

2． 請問有什么可以幫您的嗎？

3． 先生或小姐，請問該怎么稱呼您呢？或是請問您貴姓？

4． XX先生或小姐，請問您是為自己預(yù)訂還是為客人預(yù)訂呢？

5． XX先生或小姐，請問您打算住幾天或預(yù)訂幾天呢？

6． 請問您的客人大約什么時間到酒店？

7． XX先生或小姐，請問您一共幾位客人？

8． XX先生或小姐，能告訴我您客人的名字嗎？

9． XX先生或小姐，您看您喜歡哪種類型的房間呢？

10． 那您采用哪種方式付款呢？

11． XX先生或小姐，您能留一下您的聯(lián)系方式嗎？謝謝

12． XX先生或小姐，您還有就餐或其他方面的要求嗎？

13． 我可以再為您復(fù)述一下預(yù)訂內(nèi)容嗎？

14． XX先生或小姐，因為酒店房間比較緊張，如果您的預(yù)訂有什

么變動的話，請及時通知我們，以便我們更好的為您提供服務(wù)，謝謝。

15． XX先生或小姐，請問還有其他要求嗎？

16． 謝謝您選擇我們酒店，我們將屆時歡迎您的光臨，再見。

第三篇：酒店前臺接待英語用語（模版）

酒店前臺接待英語用語

一、預(yù)訂服務(wù)

Good morning.This is Room reservation.May I help you?早上好，客房預(yù)訂處，我能為您做什么？

What kind of room would you like to reserve ? 您想訂哪種類型的房間?

A single room or a double room ?

要單人間還是雙人房間？

For which dates do you want to book the rooms ? 您想訂哪幾天的房間呢？

What time will you be arriving?

您將在何時到達？

May I know your name ?

您能告訴我您的名字嗎？

How long will you be staying?

您將要住多久？

I’d like to confirm your reservation.我要確認一下您的預(yù)訂。

I’ll check the room availability.我查查客房預(yù)訂情況。

You should pay a deposit of US$1000 beforehand.您應(yīng)預(yù)期付1000美元的定金。

There is a 10 per cent discount.10%的折扣。

二、接待服務(wù)

What kind of room would you be prefer? 您要什么樣的房間？

Have you got a booking?

您預(yù)訂了嗎？

A single room or a double room?

要單人間還是雙人房間？

A double room costs 368 Yuan per night.雙人房的房價是每晚368元。

Breakfast is also included.早餐也包括在內(nèi)。

May I see your passport?

我能看一下您的護照嗎？

Could you fill in this form, please?

請您填一下這張登記表好嗎？

This is your room card and room key?

這是您的房卡和房間鑰匙。

Could you sign your name, please?

請您簽一下名，好嗎？

If you leave after 6:00 p.m , you’ll have to pay the full account.晚上六點以后退房,按全天收費計算.You’ll have to register individually, please.請你們分開登記。

How would you like to pay , sir , in cash or by credit card ? 先生，請問您是用現(xiàn)金付款還是用信用卡付賬？

I feel terribly sorry.this is the busiest season and all kinds of rooms are fully booked.非常抱歉，這個季節(jié)人多，各種房間都訂滿了。

Do you know which unit is responsible for the reception?

您知道您是由哪個單位負責接待的嗎？

Could you keep your room key until you check out ?

請您在住宿期間自己保管鑰匙，直到結(jié)帳離開。

三、收銀服務(wù)

Here is your bill.It’s 2000 Yuan in all.這是您的賬單。總共2000元。

How would you like to pay , sir , in cash or by credit card ? 先生，請問您是用現(xiàn)金付款還是用信用卡付賬？

Please check it and sign here.請核對一下，在這里簽個字。

I will write out a receipt for you.我給您開一張收據(jù)。

May I check the details for you , please?

我能為您核對賬單上的詳細內(nèi)容嗎？

Do you have any charges for this morning?

您今天是否掛帳用酒店的服務(wù)?

We’ll have to charge you $10 extra.我們要向您額外收10美元。

Did you make any phone calls from room, sir?

先生，您從房間打過電話嗎？

Excuse me , sir , but I don’t think that will be enough.先生，對不起，我認為錢數(shù)不夠。

I am sorry ,sir ,there has been an error in your bill.Please wait a minute while I correct it.對不起，先生，您的帳單算錯了。請稍候，我馬上把它改過來。

Is your baggage down yet, sir ? Could you check out after your baggage have been brought down, please?

先生，您的行李拿下來了嗎？能請您在行李拿下來后再結(jié)帳嗎？

Sorry , your credit card has been stopped paying.According to the regulations of bank, it must be cancelled.對不起,您的信用卡已經(jīng)止付。根據(jù)銀行規(guī)定要取消。

四、兌換外幣

The rates of exchange are on the board there.今天的兌換牌價在那里的牌子上。

How much would you like to change?

您要換多少？

It’s 8.10 Yuan RMB for one US dollar?

1美元兌換8.10元人民幣。

情景對話

一、Check in

1.C :Good afternoon , sir.Welcome to our hotel.May I help you ? G:Yes.I booked a room one week ago.C:May I have your name please , sir ?

G:John Smith.C:Just a moment , sir.While I look through out list.Yes , We do have a reservation for you , Mr.Smith.A city view single room with bath.You’ve paid 2000 Yuan RMB as a deposit.Is that correct ?

G:That’s it.C:Would you please fill in this registration card , sir ?

G:Sure.Here you are.I think I’ve filled in everything correctly.C:Let me see …Name , address, nationality, forwarding address , passport number , signature and date of departure.Oh , here , sir.You forget to fill in the date of departure.May I fill it in for you ? You are leaving on…

G:October 24.C:May I see your passport , please ? Thank you ,sir.Now everything is in order.And here is your key.Mr.Smith.Your room number is 1107.It’s on the 11th floor and your room rate is 500 RMB per night.Here is your key card with all the information on your booking, the hotel services and the hotel rules and regulations on it.Please make sure that you have it with you all the time.You need to show it when you sign for your meals and drinks in the restaurants and the bars.G:Yes, I’ll keep it with care , thank you.C:I hope you enjoy yours stay with us.2.C:Good afternoon, madam.Can I help you?

G:Good afternoon, I want a single room, please.C:Have you made a reservation?

G:No, I haven’t.C:How long do you want to stay?

G:Three days.C:I’ll see what we have, madam.Oh, yes.I can offer you a room on the eight floor.G:Fine.C:May I see your passport?

G:Of course.Here you are.C:Thank you.Madam.Could you fill in this form, please?

G:Yes.Here it is.C:Thank you, Here is your key.It’s Room 808 on the eight floor.G:Thank you very much.Good night.二、Check out

1.C:Good morning.Can I help you?

G:Yes.I would like to check out.Could I have my bill.Please?

C:Certainly, sir, May I know your name and your room number, please ? G:Dennis black, Room 1108.C:All right.Here is your bill, Mr.Black.The total is 1800 Yuan.G:The figure seems right.C:How would you like to pay, Mr.Black , in cash or by credit card ? G:In cash.Here is the money.C:Thank you, Mr.Black.Just a moment, please , I’ll write out a receipt for you.2．C:Good morning.Can I help you?

G:Yes, I’d like to check out now.C:Can I have your name and room number, please ?

G:John smith, room 1208.C:May I have your room key, please ?

G:Sure.Here you are.C:Just a moment, please…..Mr.Smith.Here is your bill.Would you like to check it ?

G:I’m sorry.What’s the 20 Yuan for ?

C:That’s for the drinks you ordered from your room.G:I see.C:How would you like to make payment , Mr.Smith ?

G:I’d like to pay in cash.C:That’ll be 2180 Yuan.G:Here you are.C:Here’s your change and receipt ,Mr.Smith , I’ll send a bellman up to get your luggage.G:Thank you.C:You are welcome , Good-bye.三、Reservation

1.C:Good morning.This is room reservation.May I help you ? G:Yes , I’d like to book a room , please.C:Fine , For which date ?

G:For Oct.1st.C:For how many nights ?

G:Two nights.C:A single room or a double room ?

G:A double room.C:Could you give me your name , please ?

G:Mr.John Cook.C:May I have your telephone number , please ?

G:021-81006382

C:What time do you expect to arrive , sir ?

G:At about 6.p.m.C:Fine ,Mr.Jone Cook , a double room for Oct.1st and 2nd.G:That is right.Good-bye.C:Good-bye and we are looking forward to seeing you.2.C:Good morning.Room reservation.Can I help you ?

G:I’d like to make a reservation.C:When for ?

G:For Sept.9th.C:For how long ?

G:About a week.C:Could you hold the line , please ? I’ll check….Thank you for waiting , sir.I’m afraid our hotel is fully booked on those days.G:That’s all right.C:We’re very sorry , sir.We hope you understand

第四篇：前臺接待用語

一．造訪：

1．客戶或來訪者進門，前臺馬上起身接待，并致以問候或歡迎辭。如站著則先于客人問話而致以問候或歡迎辭。（“請問有什么可以幫忙的嗎？”）①單個人問候標準語如下：

“先生，您好！”或“先生，早上好！”

“小姐，您好！”或“小姐，早上好！”

“您好！歡迎來到通?？萍脊尽！?/p>

②來者是二人，標準問候語則為：

“二位先生好！”

“二位小姐好”

“先生、小姐，你們好！”

③來者為三人以上，標準問候語則為：

“各位好！”或“各位早上好！”“各位下午好”

“大家好！”或“大家早上好！”“大家下午好！”

④對已知道客戶或來訪者姓名的，標準問候語如下：

“X先生好！”

“X小姐好！”

⑤對已是第二次或二次以上來公司的客戶、來訪者，在沿用“單個人問候標準語”并看到客戶點頭或聽到客戶跟說“你好”之后，還可選用如下標準問候語：“先生，我記得您前不久（以前）來過我們公司，今天光臨，再次表示歡迎！”a)請客戶或來訪者填寫《來訪登記表》并引導(dǎo)到等候區(qū)就座，遞上茶水，送上公司營銷宣傳資料（“請問您找哪一位？”、“請問您貴姓？”、“請問您的單位？”、“您帶證件了嗎？”、“請您在這登記?！保?；

b)當場解答或電話通知相關(guān)人員出現(xiàn)，介紹時先介紹主人，后介紹客人；c)引領(lǐng)客戶或來訪者接觸相關(guān)人員，行走時走在客戶或來訪者側(cè)前位置，并隨時用手示意。途中與同事相遇，點頭行禮，表示致意；

d)進入房間，要先輕輕敲門，聽到回應(yīng)再進。進入后，回手關(guān)門；

e)介紹雙方，退出。如相關(guān)人員抽不開身回應(yīng)，則安撫客戶或來訪者稍等，退出。

二.電話：

1．聽到鈴響，至少在第三聲鈴響前拿起話筒；

2．聽話時先問候，并自報公司、部門。標準語：“您好，通?？萍脊?！”或 “您好，這里是通海科技公司！”(注意聲音和表情)

3.對方講述時留心聽并記下要點，未聽清時，及時告訴對方。隨后根據(jù)對方的初次問話，迅速判斷出他有何需求？作出標準回話。

①咨詢業(yè)務(wù)：先生（小姐），關(guān)于這方面情況（軟件咨詢），讓我們公司軟件顧問X先生為您服務(wù)吧，他可以全面、專業(yè)地解釋您所想了解的問題，我把電話轉(zhuǎn)過去，請稍等。

②聯(lián)系業(yè)務(wù)：與本公司關(guān)聯(lián)的業(yè)務(wù)則轉(zhuǎn)接相關(guān)部門相關(guān)人員；無關(guān)聯(lián)業(yè)務(wù)，則直接回答：先生（小姐），我們公司現(xiàn)在沒有這方面需要，請您聯(lián)系其他公司吧，謝謝！

③找人：先生（小姐），您找的XX先生（小姐）名字叫什么？您跟他（她）預(yù)約了嗎？請您稍等。（然后接通本公司XX先生的電話，詢問轉(zhuǎn)接與否。）④不指明的電話，判斷自己不能處理時，可坦白告訴對方，并馬上把電話轉(zhuǎn)給能處理的人，在轉(zhuǎn)交前，應(yīng)先把對方所談內(nèi)容簡明扼要地告訴接話人（通話簡明扼要，不應(yīng)長時間占線）；

4.結(jié)束時應(yīng)說“謝謝！”，禮貌道別，待對方切斷電話，再放下聽筒； 附：

1.已知相關(guān)的人員現(xiàn)在不在辦公室時，標準回話：“對不起，XX先生暫時不在辦公室，請問有什么事情我可以轉(zhuǎn)告嗎？在不了解對方的動機、目的時，不隨便傳話，更不在未授權(quán)的情況下說出指定被訪者/受話人的行蹤或?qū)⒈辉L者/受話人的手機號碼或家庭電話號碼告訴來電者。

2.如果來電者不希望和具體某個人或者不確定和誰通話時，標準回話: “有什么可以幫到您的嗎？”通過與他/她對話了解來電者的目的。如果是一般性的推銷電話，標準回話: “對不起，XX先生外出了，您需要我轉(zhuǎn)達什么信息嗎？”

3.如果來電者撥錯了號碼，標準回話: “對不起，您是不是打錯了呢？這里是通?？萍肌薄Ｈ绻斜匾氵€可以告訴來電者“這里的號碼是87512628

4.在向被訪者轉(zhuǎn)達來訪時，應(yīng)告訴來訪者的姓名。

第五篇：前臺接待禮貌用語

酒店禮貌用語-英語

1、早晨好。中午好。晚上好。Good morning / afternoon / evening.2、歡迎您光臨溫泉大酒店。Welcome to Hotspring Grand Hotel.3、旅游愉快嗎？ Did you have to nice trip？

4、我是接待員（行李員、電梯員、話務(wù)員、收帳員、電工、清潔工、洗衣工、廚師、餐廳服務(wù)員、調(diào)酒員、美容師）。

I am receptionist.（porter/lift operator/operator/cashier/electrician/cleaning person/laundry worker/cook/waiter，waitress/bartender/beautician）.5、需要我?guī)兔幔?What can I do for you?

6、還需要些什么？ What else can I do for you?

7、請稍等一會兒。Just a moment ,please.8、很高興為您服務(wù)。I am always at your service.9、希望您在這里住得愉快。

I hope you will enjoy your stay with us here.10、對不起，給您添麻煩了。

I am awfully sorry to have caused you so much inconvenience.11、如果您需要什么幫助，請及時告訴我。Just let me know if there is anything I can do for you.12、這邊請。This way , please.13、請走這邊。

Would you care to step this way , please?

14、不客氣。

You are welcome./Not at all./It’s my pleasure.15、為賓客服務(wù)是我們的榮幸。It’s our pleasure to serve our guests.16、您先請。After you.17、對不起，我馬上就過來。Excuse me , I’ll be with you in a minute.18、能告訴我您的姓名嗎？ May I have you name?

19、對不起，讓您久等了。Sorry to have you kept waiting.20、您能填一下這張表嗎？ Would you please fill in this form?

21、您如何付帳，是現(xiàn)金還是信用卡？

How are you going to pay, in cash or by credit card?

22、對不起，我能進來嗎？ Excuse me ,may I come in?

23、一直往前走。Go straight ahead.24、您可以坐這部電梯到客房。You may go to your room by this elevator.25、我馬上為您查一下。Let me have a check for you.26、請坐。Take a seat , please.27、我來為您指路。I’ll show you the way.28、祝您旅途愉快。Have a good trip.29、祝您生意興隆。I wish you a good business.30、歡迎您再來。

You are welcome to stay with us next tim

基本待客英語

（一）在正式的英語表現(xiàn)里，疑問基本句型可分為下列四種：

1.May I ~ 2.Could you ~ 3.Would you ~ 4.Shall I ~?

只要理解這四種基本的句型，就可以處理大部分業(yè)務(wù)上的狀況。

1．自己要做什么事時，就使用May I ~ May I have your name, please? 請問尊姓大名

May I have your check-out time, please? 請問您什么時候結(jié)帳離開？

May I see your passport, please? 請讓我看一下您的護照好嗎？

May I know your nationality, please? 請問您的國籍是什么？

2． 麻煩客人時，可使用Could you ~ Could you fill out the form, please? 請您填寫這張表格好嗎？

Could you write that down, please? 請您寫下來好嗎？

Could you draft the fax, please? 請您寫下傳真的草稿好嗎？

Could you hold the line, please? 請不要掛電話好嗎？ 3．詢問客人的喜好或是做什么時，可使用Would you ~ Would you like tea or coffee? 請問您要喝茶還是咖啡？

Would you like to take a taxi? 請問您要搭計程車嗎？

Would you mind sitting here? 請問您介意坐在這里嗎？

** 只要在疑問詞后加“Would you ~”，就可以提出大部分的詢問。

When would you like to visit Foshan? 請問您想要何時參觀佛山？

When would you like to have lunch? 請問您想在哪里用餐？

What time would you like to eat? 請問您想何時用餐？

Who would you like to contact? 請問您想和誰聯(lián)絡(luò)？

Which kind of room would you prefer? 請問您喜歡哪一種房間？

How would you like to settle your bill? 請問您的賬單如何處理？

How long would you like to stay? 請問您要逗留多久？

How many tickets would you like to buy? 請問您要買幾張票？

4．在提供建議協(xié)助、征求意見時，可使用Shall I ~ 或Would you like me to do ~? Shall I draw the curtains? 請問需要我把窗簾拉上嗎？

Shall I draw you a map? 請問要我為您畫一張地圖嗎？

Shall I make the reservation for you? 請問要我為您安排預(yù)約嗎？

（二）招呼語

Good morning.(用于中午以前)

Good afternoon.(用于中午至下午六點以前)Good evening.(用于下午六點過后)在這些招呼語的后面接句子，例如：

Good morning, sir.Are you checking-out? 早上好，先生，請問您要退房嗎？

Good afternoon, sir.Welcome to FOSHAN Electrcical Hotel.中午好，先生，歡迎光臨佛山電子賓館

Good evening, Ms.May I help you? 晚上好，小姐，請問我能為您服務(wù)嗎？

后面也可以接上自己酒店名稱、部門名稱，如：

Good morning, sir.This is the Front Desk.May I help you? 早上好，先生。這里是服務(wù)臺，請問您需要服務(wù)嗎？

（三）回答

1.一般性的回答

I see, sir.我明白了，先生。

Certainly, sir.好的，先生。

2.請對方再等一會兒

Just a moment, please.請稍等。

Thank you for waiting.您久等了，先生。

I am very sorry to have kept you waiting.很抱歉讓您久等了。

Could you wait a little longer, please? 請您稍候好嗎？ 3.要麻煩客人或是拒絕客人的要求時

拒絕客人時，不要一口回絕說“No.”，要委婉一些。

I am afraid I can’t do that.不好意思，我恐怕沒辦法那樣做。

Excuse me, sir.Please let me pass.不好意思，先生，麻煩讓我過一下。

4.道歉

如果是自己的錯就說“I am sorry.”;如果是公司的錯，就說：“We are sorry.”。

I am very sorry for the delay.很抱歉延誤了時間

I am very sorry for the inconvenience.很抱歉造成您的不便。

I would like to apologize for the mistake.為這個錯誤我深致歉意。

5.客人對自己說“Thank you.”時回答

You are welcome.不客氣。

Thank you, sir.謝謝您，先生。

Thank you very much.非常感謝您。

6.交給客人某些東西時，可以說

Here you are.您要的東西在這里。

Here is your room key.這是您的房間鑰匙。

Here it is.這是您的東西。

7． 當客人準備離開時，可以說：

Have a nice day.祝您有美好的一天。

Please enjoy your stay 祝您住宿愉快。

We hope to see you again soon.希望不久能再次見到您。

Thank you for staying with us.謝謝光臨。

8．當客人的英語難以理解時

面對客人的疑問，不要只是一味地傻笑，或是一直說Yes, Yes.如果聽不懂事，要向客人提出疑問，或是先向?qū)Ψ秸f“Just a moment, please.”, 然后請求他人協(xié)助。

Pardon? 對不起？

Pardon me? 對不起？

I beg your pardon? 對不起請再說一遍好嗎？

Could you repeat that, please? 請您重復(fù)一遍好嗎？

若是不敢肯定對方所說的部分內(nèi)容時，可以將不明白的部分重復(fù)一遍，如：

Excuse me, sir.Do you mean you lost your room key？

不好意思，先生，您是說您丟了房間的鑰匙？

電話英語的應(yīng)對

1． 接電話時不可以簡單地回答“Hello”,而應(yīng)報上自己的公司或所屬單位的名稱。例如：

“Hello, this is Information Desk.” 您好，這里是問詢處。

“Information Desk speaking.May I help you?” 問詢處，請問您要服務(wù)嗎? 2.打錯電話時

如果是外線打錯時，可以回答：

I am afraid you have the wrong number.不好意思，您打錯電話了。

This is the FOSHAN Electrcical Hotel, 這里是佛山電子賓館.如果是總線轉(zhuǎn)錯內(nèi)線時，可以回答：

This is Room Reservations.I’ll transfer your call to Restaurant Reservations.這里是客房預(yù)約處，我?guī)湍D(zhuǎn)接到餐廳預(yù)約柜臺。

3.當負責的工作人員不在時

I am afraid Mr.Lin is out at the moment.He should be back around 5 p.m.不好意思，林先生現(xiàn)在外出。他應(yīng)該會在下午5點左右回來。

I am afraid Mr.Hao is on another line.Could you hold the line, please? 不好意思，郝先生正在講電話。請您在線上稍侯好嗎？

I’ll tell him to call you back when he returns.他回來時，我會請他回電。

May I have your name and phone number, please? 請告訴我您的大名和電話好嗎？

4.當會話結(jié)束時

結(jié)束電話中的對話時，不可以簡單說“bye-bye”,最好說：

Thank you for calling.感謝您的來電。

You are welcome, sir.先生，不客氣。

We look forward to hearing from you.我們靜候您的佳音。

Please contact me if you have any further questions.如果您有任何其他問題，請和我聯(lián)絡(luò)。

三．柜臺服務(wù)

B=行李服務(wù)員（Bellman）

C=服務(wù)員(Clerk)

H=客房服務(wù)員（Housekeeping）

BC=領(lǐng)班（Bell Captain）G=客人（Guest）

To the Front Desk.帶客人到柜臺

B: Good evening, Ms.Welcome to FOSHAN Electrcical Hotel.小姐，晚安。歡迎光臨佛山電子賓館。

G: Thank you.謝謝你。

B: How many pieces of luggage do you have? 請問您有多少件行李？

G: Just this three.只有這3件。

B: Two suitcases and one bag.Is that right? 2個旅行箱和1個手提皮包，這樣對嗎？

G: Yes.That’s all.對，就這些了。

B: I’ll show you to the Front Desk.This way, please.I’ll put your bags by the post over there.我來帶您到柜臺，這邊請。我先將您的行李放在柱子旁邊。

G: I see, thanks.我知道了，謝謝。

B: A bellman will show you to your room when you have finished checking-in.當您辦好住宿登記時，行李服務(wù)員會帶您到房間。

G: OK.Fine.好極了。

B: Please enjoy your stay.祝您住宿愉快。

Taking a guest to the room