酒店前台英语口语(同名22918).pdf

酒店前台英语口语概述在酒店里所使用的英语会话，根本上是属于商业英语，与日常生活会话中所使用的英语略有不同，较注重礼节。正式英语通常会让人误解为极艰深的英语，其实，只要套用一定格式的句子和单词，就可以了。例如：非正式英语正式英语Whats your name?May I have your name?您贵姓？请问您贵姓大名？Do you want some tea?Could you like sometea?您要喝茶吗？请问您想喝茶吗？Over here,please.Could you come this wayplease?这边请。请您往这边走好吗？*不 要 说 OK,Sure,Y eah等等，而要说Certainly,Sir.*Hey,uh-huh,Hang o n 等等，也不适合在酒店中使用。*别说“I dont know.答复 不知道”是非常不礼貌的说法。可以说“just a moment,please.Ill check thatf o ry o u.(请稍候，我来帮您确认)，然后请有能力处理的人前来协助。*对男性客人，尊称为S ir;面对女性客人时尊称为Ms.在 招 呼 客 人 时，最 好 说“Excuse me,Sir(Ms)”,不要直接称呼Mr.或 M s.至于称呼小孩，可以直接使用Excuse m e,但是不可以直接称呼boy或 girl.*正视对方的眼睛，以显示出你的信心和诚意。但必须注意，注视对方的眼睛，并不是无理地盯着对方看。特别小心，因为对于不同国家、民族而言,手势的意义也大不相同。二.根本待客英语(-)在正式的英语表现里，疑问根本句型可分为以下四种：1.May I 2.Could you 3.Would you 4.Shall I?只要理解这四种根本的句型，就可以处理大局部业务上的状况。1.自己要做什么事时，就使用May 1May 1 have your name,please?请问尊姓大名May I have your check-out time,please?请问您什么时候结帐离开？May I see your passport,please?请让我看一下您的护照好吗？May I know your nationality,please?请问您的国籍是什么？2.麻烦客人时，可使用Could you Could you fill out the form,please?请您填写这张表格好吗？Could you write that down,please?请您写下来好吗？Could you draft the fax,please?请您写下传真的草稿好吗？*在面对语言不通的外籍人士时，一定要多加利用手势和肢体语言。但是使用手势时要Could you hold the line,please?请不要挂电话好吗？3.询问客人的喜好或是做什么时，可使用Would you Would you like tea or coffee?请问您要喝茶还是咖啡？Would you like to take a taxi?请问您要搭计程车吗？Would you mind sitting here?请问您介意坐在这里吗？*只要在疑问词后加“Would you，就可以提出大局部的询问。When would you like to visit Kunshan?请问您想要何时参观昆山？When would you like to have lunch?请问您想在哪里用餐？What time would you like to eat?请问您想何时用餐？Who would you like to contact?请问您想和谁联络？Which kind of room would you prefer?请问您喜欢哪一种房间？How would you like to settle your bill?请问您的账单如何处理？How long would you like to stay?请问您要逗留多久？How many tickets would you like to buy?请问您要买几张票？4.在提供建议协助、征求意见时，可使用Shall I 或 Would you like me to do?Shall I draw the curtains?请问需要我把窗帘拉上吗？Shall I draw you a map?请问要我为您画一张地图吗？Shall I make the reservation for you?请问要我为您安排预约吗？（二）招呼语Good morning.（用于中午以前）Good afternoon.（用于中午至下午六点以前）Good evening.（用于下午六点过后）在这些招呼语的后面接句子，例如：Good morning,sir.Are you checking-out?早上好，先生，请问您要退房吗？Good afternoon,sir.Welcome to LI JIA Hotel.中午好，先生，欢迎光临丽嘉酒店Good evening,Ms.May I help you?晚上好，小姐，请问我能为您效劳吗？后面也可以接上自己酒店名称、部门名称，如：Good morning,sir.This is the Front Desk.May I help you?早上好，先生。这里是效劳台，请问您需要效劳吗？（三）答复1.一般性的答复I see,sir.我明白了，先生。Certainly,sir.好的，先生。2.请对方再等一会儿Just a moment,please.请稍等。Thank you for waiting.您久等了，先生。I am very sorry to have kept you waiting.很抱歉让您久等了。Could you wait a little longer,please?请您稍候好吗？3.要麻烦客人或是拒绝客人的要求时拒绝客人时，不要一口回绝说No.”,要委婉一些。I am afraid I cant do that.不好意思，我恐怕没方法那样做。Excuse me,sir.Please let me pass.不好意思，先生，麻烦让我过一下。4.抱歉如果是自己的错就说“I am sorry.;如果是公司的错，就说：“We are sorry。I am very sorry for the delay.很抱歉延误了时间I am very sorry for the inconvenience.很抱歉造成您的不便。I would like to apologize for the mistake.7.当客人准备离开时，可以说:为这个错误我深致歉意。5.客人对自己说“Thank you.时答复You are welcome.不客气。Thank you,sir.谢谢您，先生。Thank you very much.非常感谢您。6.交给客人某些东西时、可以说Here you are.您要的东西在这里。Here is your room key.这是您的房间钥匙。Here it is.这是您的东西。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.希望不久能再次见到您。Thank you for staying with us.谢谢光临。8.当客人的英语难以理解时面对客人的疑问，不要只是一味地傻笑，或是一直说Yes,Yes.如果听不懂事，要向客人提出疑问，或是先向对方说“Just a moment,please/,然后请求他人协助。Pardon?对不起？Pardon me?对不起？I beg your pardon?对不起请再说一遍好吗？Could you repeat that,please?请您重复一遍好吗？假设是不敢肯定对方所说的局部内容时，可以将不明白的局部重复一遍，如：Excuse me,sir.Do you mean you lost yourroom key?不好意思，先生，您是说您丢了房间的钥匙？电话英语的应对1.接电话时不可以简单地答复“H ello,而应报上自己的公司或所属单位的名称。例如：“Hello,this is Information Desk.您好，这里是问询处。*Information Desk speaking.May I helpyou?”问询处，请问您要效劳吗？2.打错电话时如果是外线打错时，可以答复：I am afraid you have the wrong number.不好意思，您打错电话了。This is the LI JIA Hotel,2234-1156.这里是丽嘉酒店，电话是2234-1156。如果是总线转错内线时，可以答复：This is Room Reservations,ril transfer yourcall to Restaurant Reservations.这里是客房预约处，我帮您转接到餐厅预约柜台。I am afraid this is a direct line.We can nottransfer your call to the Chinese RestaurantCould you dial 2234-1156,please.不好意思，这是直接电话。我们无法为您转接中式餐厅。请您改拨2234-1156好吗？3.当负责的工作人员不在时I am afraid Mr.Lin is out at the moment.Heshould be back around 5 p.m.不好意思，林先生现在外出。他应该会在下午 5 点左右回来。I am afraid Mr.Hao is on another line.Couldyou hold the line,please?不好意思，郝先生正在讲电话。请您在线上稍侯好吗？ril tell him to call you back when he returns.他回来时，我会请他回电。May I have your name and phone number,please?请告诉我您的大名和电话好吗？4.当会话结束时结 束 电 话 中 的 对 话 时，不可以简单说“bye-bye,最好说：Thank you for calling.感谢您的来电。You are welcome,sir.先生，不客气。We look forward to hearing from you.我们静候您的佳音。Please contact me if you have any furtherquestions.如果您有任何其他问题，请和我联络。三.柜台效劳B=行李效劳员(Bellman)C=效 劳 员(Clerk)H=客房效劳员(Housekeeping)B C=W (Bell Captain)G=客 人(Guest)To the Front Desk.带客人到柜台B:Good evening,Ms.Welcome to China-trustHotel.小姐，晚安。欢迎光临中信酒店。G:Thank you.谢谢你。B:How many pieces of luggage do you have?请问您有多少件行李？G:Just this three.只有这3 件。B:Two suitcases and one bag.Is that right?2 个旅行箱和1 个手提皮包，这样对吗？G:Yes.Thats all.对，就这些了。B:Til show you to the Front Desk.This way,please.ril put your bags by the post overthere.我来带您到柜台，这边请。我先将您的行李放在柱子旁边。G:I see,thanks.我知道了，谢谢。B:A bellman will show you to your roomwhen you have finished checking-in.当您办好住宿登记时，行李效劳员会带您到房间。G:OK.Fine.好极了。B:Please enjoy your stay.祝您住宿愉快。Taking a guest to the room酒店常用英语口语100句作者：英 语 培 训 来 源：职业餐饮网发布时间：2009年03月2 8日 点 击 数：4 6681字体：小 大】【收藏】1、Good morning，sir（madam）早上好，先 生（小姐）2、Good afternoon,ladies and gentlemen下午好，女士们，先生们。3、Good evening，miss Price晚上好，普莱丝小姐。4、How are you today,Mr Brown?你今天好吗？布朗先生。5、Fm quite well,thank you.6、Hs good to see you again，sir（madam）再次见到你真快乐，先 生（小姐）7、Nice to meet you,sir.见到你真快乐，先生。Titles（称呼）8、Are you Mrs.Best?你是贝丝特夫人吗？9、You must be professor Ford.你一定是福特教授。10 May I know your name,sir（madam）?我可以知道你的名字吗？先 生（小姐）。11、Heres a letter for you，Dr white.怀特医生，这儿有你的一封信。12 youre wanted on the phone,CaptainSmith.史密斯船长，有你的电话。13、Welcome to our hotel,miss Henry.欢迎来到我们酒店，享利小姐。14 May I be of service to you Mr Baker?我能为你效劳吗？贝克先生？15、Can I help you,Ms Blake?我能帮你吗？布雷克小姐？我很好，谢谢你。16、Would you take the seat,young lady?Answers to Thanks对感谢语的应答请坐，小姐,Offering H elp主动提出帮助17 May I help you?18、Can I help you?我能帮你吗？19、What can I do for you?我能为你作什么？20、May I take your ba for you?我可以为你拿你的手提包吗？21 May I help you with your suitcase?我能帮你拿你的箱子吗？22 Would you like me to call a taxi foryou?你需要我为你叫一辆出租车吗？23、Thank you very much.非常感谢24 Thanks for the trouble.麻烦你了25、Itsvry kind of you?你真是太好了26 No,thanks.27、Youre welcome.欢迎你28、Not at all.不用谢29 Thats all right.没关系30、Dont mention it.别提了31、Its my pleasure.这是我的荣幸Expressing welcome 表示欢迎32、Welcome,sir(madam)。欢迎光临，先生(小姐)33、Welcome to our hotel,sir(madam)。欢迎光临我们酒店，先生(小姐)34、Welcome to our western restaurant.欢迎来我们西餐厅35、Were glad to have you here.我们很快乐你来到之儿3 6、Im always at your service,sir(madam)。不用了,谢谢!随时为你效劳，先 生（小姐）。别放在心上。Apologies表示抱歉47、Thats nothing.37、Fmsorry,sir（madam）。没什么。对不起，先 生（小姐）。48、Dont bother about that.38、Iam very sorry.别再想它。非常抱歉。49、Dont worry about it.39、Fm sorry to trouble you.别担忧。对不起打搅你了。40、Fm sorry to have taken so much of your 50、Dont apologize,It was my fault,time.别抱歉，这是我的错。对不起占用你太多时间了。Good wishes（良好祝愿）41、Pm sorry to have kept you waiting.51 Have a good time!对不起让你久等。祝你们玩得愉快！42 Excuse me for interrupeing you.52、Have a nice evening!原谅我打挠你了。祝你晚上愉快。43 I hope youMl forgive me.53、Happy Birthday!我希望你能原谅我。生日快乐。Answers to Apology（对抱歉语的应答）54 Merry Christmas!44、It doesnt matter.圣诞快乐。没关系。55 May you succeed45、Its nothing.祝你成功没什么。Parting 分手再见）46 Never mind.56、Good-bye and good luck.我的名字是艾琳，我是管家部效劳员。再见，祝你好运。57、Hope youll have a nice trip.希望你旅途愉快。58、Wish you a pleasant journey.祝你旅途愉快。59 Happy landing.祝你平安抵达。60 Bon voyage.一帆风顺。61、Hope to see you again.希望再次见到你。62 Good night.晚安。63 See you Tomorrow.明天见。Self-Introduction(自我介绍)64、Im henry,Im from Golden Lake Hotel,Imhere to meet you.我叫享利，来自金湖酒店，我是来接您的。65、My name is Irene,Fm the housekeeping66、Im the receptionist here,welcome to ourhotel.我是这儿的接待员，欢迎来到我们酒店。67、Reservations,May I help you?预订部，我能帮你吗？68、Room service,May I come in?送餐效劳，我可以进来吗？69、This is Henry Adams speaking.我是享利。亚当斯。Affirmative Responses（肯定答复）70N Surely.当然可以。71 Certainly,sir（madam）。当然可以，先 生（小姐）。72 Yes,sir,（madam）。是的，先 生（小姐）。73、Thats true,sir（madam）。是这样的，先 生（小姐）。7 4 Very well.非常好。Negative Responses（否认答复）Department waiter.75 No,sir(madam)。不，先 生（小姐）。76、I dont think so.我不这样认为。77 Of course not.当然不。78、Em afraid thafs not a good idea.恐怕，那个主意不好。Useful Questions 常用问句79、What do you prefer，tea or coffee?你喜欢什么？茶还是咖啡。80 Woulld your please sign here?请在这儿签名好吗？81 A table for two?两人的一张台吗？8 2、How long do you plan to stay?你方案住多久。83、Could you please spell your name?请拼一下你的名字吗？84、What kind of room would you like?你要哪类房间？85 May I see your passport?我可以看你的护照吗？86 May I have your telephone number?我可以知道你的电话号码吗？87 Whats the trouble,sir?你怎么啦？先生。88 Shall I call a doctor for you?我为你叫一个医生吗？89、Dir you eyoy the play?你喜欢这个节目吗？90、Do you like this song?你喜欢这首歌吗？Useful expressions 惯用表达语91 Enjoy you breakfast,sir?请享用你的早餐，先生。92 Here is the menu.给你菜谱。93、The service guide is on the desk.效劳指南在桌面上。94 The swimmcing pool is over there.游泳池在那边。95、Go ahead,please.请接着讲。96、The line is busy.线路正忙。见到您很快乐。97、You look grest.你看上去真棒。98、Please consult the song list.请翻阅点歌单。99 Its a very touching story.这是一个非常感人的故事。100 Without music,the world would be dull.如果没有音乐，这世界将会变得很沉闷。酒 店 常 用 英 语 一)作者：英 语 培 训 来 源：职业餐饮网发布时间：2009年03月2 8日 点 击 数：17921字体：小 大】【收藏】Part one:general expressions1)Good morning(afternoon,evening),sir(madam).早 上 好(下 午、晚上好)，好，先生(夫人)2)How do you do?(how do you do?)您好！3)Hello(or hi)!您好！4)How is everything(with you)?(您的)一切都好吗？5)How are you getting on(or along)thesedays?这几天过得怎么样？6)How are you?(-Fine,thank you.and you?)您的身体好吗？7)Glad(nice)to see you.8)Welcome to our hotel.欢迎到我们的酒店来！9)Its nice to meet you again,Mr.Johnson.再次见到您太好了，约翰逊先生。10)Good-bye.(or bye-bye)再见!11)Good night.晚安(晚间辞别用)Have a good rest.祝您休息好！13)See you later(tomorrow).以 后(明 天)见！14)Hope to see you again soon.希望不久再见到您！15)Have a good time.祝您过得愉快！客房用品英文一览表作者：英 语 培 训 来 源：职业餐饮网发布时间：2009年03月2 5日 点 击 数：18971字体：小 大】【收娥】住 宿 篇1前台：company陪伴，同 伴single room单人房double room双 人 房intend想要，打算party(参加共同活动的)一批，一组，一组 人d a te日期，日子kind种，类bath浴 室shower淋浴suite(一 套)房 间 d elu x e豪 华 的presidential总统的，总统职务的available可用的,合用的,可得到的，可到达的fully完全地，彻 底 地 nam e名字，姓，姓名，名称address 地址 the phone number 电话号码be able to 能，会guarantee保证，担保，包,管 occupancy占有，占 用 peak最高的，顶峰的arrival到来，到达departure启程，离开，出 发 book预定，定hotel旅 馆 offer提出，提 供 discount折扣vacancy空，空房间solid全 部 地 be full u p 全 满 include包括，包 含 m ajor较大范围的，主要的international 国际的，世界的 provide with提供mini-bar小 冰 柜 so rt种类，类 别 price价格，价钱dollar 美元 service 效劳，伺候 of course当 然 rate价格，费用tax extra 另加税金 look forward to 期待，希望receive接待，接见，欢 迎 guest旅客，宿客 welcome t o 欢迎到来bellboy行李员，旅客效劳员客房用品英文一览表门铃trash can垃圾桶socket插座cats eye猫眼sheet床单clothesline晾衣绳safety chain防盗链doorbellquilt被子行李架receivercloset接收器衣柜switchpillowcase开关枕套guilt coverplug被套插头laundry formclothes hanger洗衣单衣架mirrorfacial tissues镜子纸巾pillowice cubes枕头冰块baggage rackprotective masknote防毒面具便签facial tissues boxmattress纸巾盒床垫ice pailbathrobe冰桶浴袍laundry bagshoe-brush洗衣袋鞋擦telephoneshampoo电话洗发液flat ironslippers熨斗拖鞋blanket bedside table毛毯床头柜foam bathdesk lamp沐浴液台灯air conditionertoilet空调卫生间glassweigh bridge玻璃地秤exhaust fandrawer换气扇抽屉deskwashbowl书桌洗脸盆bathroomwatering can浴室水壶棉签cotton swabhotel services guide饭店效劳指南water tappower水龙头电源handicraftenvelop工艺品信封remote controllertooth paste遥控器牙膏serving traymineral water托盘矿泉水buttonletter paper按钮信纸sewing kitshower cap针线包浴帽tooth brushinstant noodles牙刷碗面hair dryersoap dish吹风机soap香皂curtain窗帘yellow page黄页comb梳子window窗户magazine杂志皂托tea table茶几network cable网线glass cup玻璃杯ashtray烟缸mouse pad鼠标垫razor剃须刀matchchair火柴wall lamp壁灯stool马桶carpet地毯TV电视toilet paper手纸light bulb椅子towel毛巾refrigerator冰箱bath towel浴巾beer啤酒bathtub浴缸电灯泡coke cola可口可乐bath mat防滑垫seven-up七喜flower vase花瓶酒店处理投诉英语作者：英语培训来源：职业餐饮网发布时间：2009年 03月 2 5 日点击数：14281字体：小 大】【收藏】Settling complaints 处理投诉来源：日期：2006年 01月 0 4 日 20:36:45阅 读 11924次 作 者：Key Sentences（重点句子）128.Can you change the room for me?Ifstoo noisy.能给我换个房间吗？这儿太吵了。129.My wife was woken up several times bythe noise the baggage elevator made.我妻子被运送行李的电梯发出的嘈杂声弄醒了几次。130.She said it was too much for her.她说这使她难以忍受。131.Im awfully sorry,sir.非常对不起，先生。132.I do apologize.我向您抱歉。133.No problem,sir.没问题，先生。134.Well manage it,but we dont have anyspare room today.我们会尽力办到，但是今天我们没有空余房间。135.Could you wait till tomorrow?等到明天好吗？136.I hope well be able to enjoy our stay in aquiet suite tomorrow evening and have asound sleep.我希望明天晚上我们能呆在一套安静的房间里睡个好觉。137.And if there is anything more you need,please let us know.如果还需要别的什么东西，请告诉我们。138.The light in this room is too dim.这房间里的灯光太暗了。139.Please get me a brighter one.请给我换个亮的。140.Certainly,sir.Ill be back right away.好的，先生，我马上就回来。141.The room is too cold for me.I feel rathercold when I sleep.这房间太冷了，我睡觉时感到很冷。Dialogue AA guest(B)wants to change a room.He goesto the assistant manager(A)A：Good morning,sir.What can I do foryou?B：Im Bell.Fm in Room 908.Can you changethe room for me?Its too noisy.My wife waswoken up several times by the noise thebaggage elevator made.She said it was toomuch for her.A：Im awfully sorry,sir.I doapologize.Room 908 is at the end of thecorridor.Its possible that the noise is heardearly in the morning when all is quiet.B：Anyhow,Id like to change our room.A：No problem,sir.Well manage it,but wedont have any spare room today.Could youwait till tomorrow?The AmericanPeople-to-people Education Delegation willbe leaving tomorrow morning.Therell besome rooms for you to choose from.B：All right.I hope well be able to enjoy ourstay in a quiet suite tomorrow evening andhave a sound sleep.A：Be sure.Ill make a note of that.Everythingwill be taken care of.And if there is anythingmore you need,please let us know.Dialogue BA：Good evening,maam.Did you ring forservice?What can I do for you?B：Yes.The light in this room is toodim.Please get me a brighter one.A：Certainly,sir.ril be back right away.Doyou mind if I move your things?B：Oh,no.Go ahead.A：Thank you.How is the light now?B：Its much better now.Thank you.A：YouYe welcome.And if you need any otherthings,please let us know.B：Ah,yes,the room is too cold for me.I feelrather cold when I sleep.Can you turn off theair-conditioning?A：(Checks)The air-conditioning is alreadyoff,maam.B：Maybe Im getting a cold.A：Would you like an extra blanket?B：OK.And would you please get me somehot water,too?I think I need to take somemedicine.A：Certainly,maam.Ill be right back.hereis a blanket,and hot water for you.Anythingelse?B：No,thanks.A：Good night,ma,am.Words and Expressionselevator n.电梯corridor n.走廊，回廊delegation n.代表团extra a.额外的，外加的blanket n.羊毛毯，毯子，毛毡酒店前台接待常用英语作者：酒店英语来源：职业餐饮网发布时间：2009年 03月 15日点击数：2684【字体：小 大】【收藏】根本待客英语（一）在正式的英语表现里，疑问根本句型可分为以下四种：1.May I 2.Could you 3.Would you 4.Shall I?只要理解这四种根本的句型，就可以处理大局部业务上的状况。1.自己要做什么事时，就使用May I May I have your name,please?请问尊姓大名May I have your check-out time,please?请问您什么时候结帐离开？May I see your passport,please?请让我看一下您的护照好吗？When would you like to have lunch?请问您想在哪里用餐？May I know your nationality,please?请问您的国籍是什么？2.麻烦客人时，可使用Could youCould you fill out the form,please?请您填写这张表格好吗？Could you write that down,please?请您写下来好吗？What time would you like to eat?请问您想何时用餐？Who would you like to contact?请问您想和谁联络？Which kind of room would you prefer?请问您喜欢哪一种房间？Could you draft th