2022年2022年酒店礼宾英语 .pdf

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1、重要词汇礼宾部Concierge 行李生Bell man / Bell boy 门童Doorman 行李Luggage / Baggage 行李架Luggage rack 行李存放处Luggage Depository 行李车Baggage trolley 司机Driver 导游Tour guide 电梯 Elevator 洗手间Toilet 机场Airport 火车站Railway station 商场Shopping center 超市Super market 小费Tip 雨伞Umbrella 接机服务Pick-up service / Limousine service 行李寄存Chec

2、k baggage 叫早服务Morning call 贵重物品Valuables 易碎物品Fragile objects 自助早餐Buffet breakfast 往前直走Straight on 常用词汇五星级酒店Five-star hotel 前厅部Front office department 总台Reception / Front desk 总机Operator / Service center 商务中心Business center 票务Ticket service 游泳池Swimming pool 怡湖园西餐厅/ 西餐厅Lakeside Caf / Western restauran

3、t 名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 1 页，共 18 页 - - - - - - - - - 明珠中餐厅/ 中餐厅Powerlone Pearl Restaurant / Chinese restaurant 大堂吧Lobby lounge / 医务室Clinic Room 桑拿Sauna / 按摩Massage / 美容厅Beauty salon 宝龙会Powerlong Club 多功能厅/ 会议室Powerlong Multi-Function Hall / M

4、eeting room 停车场Parking lot 总经理General manager / 经理Manager 大堂副理Assistant manager AM 宾客关系主任Guest relation officer GRO 主管Director / 领班Supervisor 楼层服务员Room boy / Room waiter 总台接待Receptionist / 维修人员Repairman 换钱 change money 明信片 postcard 洗衣袋 Laundry bag 小心轻放Handle with Care / 请勿倒立Keep Top Side Up 常用句子Are

5、these your baggage? 名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 2 页，共 18 页 - - - - - - - - - 这些是您的行李吗？Is this everything, sir ？这是全部东西吗，先生？May I take them for you? / Let me help you with your luggage. 我来帮您拿好吗？/ 让我来帮您拿吧。I hope Im not disturbing you. 我希望没有打扰您。Just a

6、moment, madam. Ill bring them to you right away. 等一会儿，夫人。我马上送来。The bellboy will show you to your room, sir. 先生，行李生会送您到房间的。Here is your room key. 给您房间钥匙。You maycan leave your luggage in the Concierge. 您可以把行李放在礼宾部。Would you like to check your luggage here? 您要寄存行李吗？Don t worry, your luggage will be sen

7、t up at once.名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 3 页，共 18 页 - - - - - - - - - 别担心，您的行李很快就会送上去的。When you check out, please call NO.6849 and we ll help you with your luggage immediately.如果您要退房，请致电6849，我们将马上帮您运送行李。May I know your room number? / Whats your roo

8、m number, please? 您能告诉我您的房间号吗？May I have a look at your room card? 我可以看一下您的房卡吗？Do you mind if I put your luggage at here? 我把您的行李放在这里好吗？Please sign your name here. 请您在这里签名。Would you like me to call a taxi for you? / Would you want a taxi? 你需要我为你叫一辆出租车吗？/ 需要出租车吗？About 20 minutes by texi from here to A

9、irport. 从这里到机场大概需要20 分钟。Im sorry to have kept you waiting ./Sorry to have kept you waiting 对不起让你久等了。Would you tell me your phone number? 名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 4 页，共 18 页 - - - - - - - - - 您能告诉我您的电话号码吗？After you, please / You first, please. 你先

10、请。This way, please 这边请。Is there anything else I can do for you ？您还有什么事要我做吗？I see what your mean. 我了解你的意思。I ll send the luggage up by another lift. 我乘另一部电梯把行李送上去。Here we are, sir, room 1101 先生， 1101 房到了。情景对话1，客人在门口时A car pulls up in front of Powerlong Hotel and a doorman goes forward to meet the Mr S

11、teven，opening the door of the car for them. 汽车停在了宝龙大酒店门口，门童上前为Steven先生开车门。名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 5 页，共 18 页 - - - - - - - - - 场景一：DoormanD: Good evening, sir and madam Welcome to our hotel 门童 D ：晚上好。欢迎光临！Mr StevenS ： Good eveningSteven 先生 S ：晚

12、上好。D Excuse me, sir So you have got altogether four pieces of luggage ？D：对不起先生，您一共带了4 件行李是吗？S Yes. D Ok Leave it t o me, sir. I ll take care of your luggage.D：好的，让我帮您拿吧，我会照看好行李的。S Thank you S：谢谢。D Not at all. The Reception Desk is straight ahead This way, pleaseD：不客气先生。总台就在前面，这边请。场景二：S： Excuse me，wh

13、ere is the restaurant？S：对不起，请问餐厅在哪里？D：We have Chinese restaurant and a western-style restaurantWhich one do you prefer ？名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 6 页，共 18 页 - - - - - - - - - D：我们这里有中餐厅和西餐厅，您更喜欢哪个呢？S： Id like to try some Chinese food today S：今天我想

14、来点中国菜。D：The buffet? D：要自助的吗？S：Yes. S：是的。D：Is on the second floor This way, please. D：那在二楼，这边请。S： What are the hours at the restaurant？S：几点有饭吃呢？D：Lunch 1030 amto200 pm； Dinner 5 30 to 1000 p mD：午餐是上午10 点半到下午2 点，晚餐是下午5 点半到晚上10 点。S： Thank youD： Youre welcome 2，带领客人到房间BellboyB ： Is this everything, sir

15、？名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 7 页，共 18 页 - - - - - - - - - B：这是全部的行李吗，先生？Mr StevenS ：Yes, thats everything S：是的。B：Ok, May I have a look at your room card ？B：能不能让我看下您的房卡？S：Oh，yesis 1101S：噢，好的。我住1101 房。B：I seeNow please follow me I ll show you to your

16、 room.B：好的。现在我带您去您的房间。S： Where is the Western restaurant？S：西餐厅在哪呢？B：Oh, it s on the First floor. Get out the lift and turn right, sir. B：在一楼，先生。出电梯右转就到了。S： When will it open? S：什么时候开呢？B：The service time is 6:30am. To 10:00am. B：营业时间是早上6 点半到 10 点。S：OK。名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - -

17、- - - - 名师精心整理 - - - - - - - 第 8 页，共 18 页 - - - - - - - - - B：Here we are, sir. Room 1101.Let me help you to open the door. B：我们到了先生，1101 房。让我帮您开门吧。门开后 B：You first, sir. Do you mind if I put your luggage at here? B：您先请先生，我把您的行李放在这里好吗？S： Its OK, Thank you many much, S：好的，非常感谢。B：That s my job. How do

18、you like this room?B：这是我们工作。房间如何呢先生？S： Its very cozyI like it very much. S：非常舒适，我很喜欢。B：Right, is there anything else I can do for you? B：还有其他需要吗？S：No, Thank you. B：OK, Good night. 3，客人寄存行李Mr StevenS ：I want to check my luggage. 名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - -

19、- - - 第 9 页，共 18 页 - - - - - - - - - S：我想要寄存我的行李。BellmanB ：Certainly, sir. You can check luggage here. Please go through the formalities. B：当然可以，先生。你可以把行李寄存在这里。请您办一下寄存手续。S：No problem. S：没问题。B：May I know your room number? B：您是几号房的？S： My room number is 1101. S： 1101。B：When will you take them back? Sir

20、. B：您什么时候来取呢？S：About 30 minutes later. S：大约半小时以后。B：OK, please sign your name here. B：好的，请在这里签个名。B：Keep the luggage check card, and for drawing, please show the second half of this card. B：请保存好行李寄存卡，当您来取回行李时，请出示这张卡的下半联。S：OK, thank you very much. Bye bye. 名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - -

21、 - - - - - 名师精心整理 - - - - - - - 第 10 页，共 18 页 - - - - - - - - - B：See you. Sir. 4，客人要出租车DoormanD ：Would you like me to call a taxi for you? D：需要一辆的士吗？Mr StevenS ：Yes, thanks. S：是的。D：Where to? Sir. D：到哪里呢，先生。S： To the airport, international line. S：到机场，国际线。D：OK, Just moment, please. D：好的，请稍等。的士叫来后 D：

22、Sorry to have kept you waiting, sir. Are there four pieces in all? D：不好意思让您久等了，先生。您一共是四件行李对吗？S：Yes. 名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 11 页，共 18 页 - - - - - - - - - S：是的。D：Let me take them to the trunk. D：让我把他们放到后背箱吧。S：OK, thank you very much. S：非常感谢。D：Yo

23、u are welcome. Sir. Hope to see you again. Wish you good luck. D：不客气先生，希望能再次见到您。祝你好运。(A 是你 ,B 是外国人 ) A:Welcome to our hotel欢迎光临。A:So you have got altogether four pieces of baggage？您一共带了4 件行李，是不是？B:Let me have a check again让我再看一下。A:The Reception Desk is straight ahead接待处就在前面。A:After you, please你先请。B:

24、Excuse me ， where can I buy some cigarettes？劳驾。我到哪儿可买到香烟？A:There is a shop on the ground floor一楼有个商店。A:It sells both Chinese and foreign cigarettes在那儿可买到中国香烟和外国香烟。B:Can I also get some souvenirs there？也可以买到纪念品吗？A:There is a counter selling all kinds of souvenirs有个柜台出售各种各样的纪念品。B:Excuse me ，where is t

25、he restaurant？劳驾，请问饭厅在哪儿？A:We have Chinese restaurant and a western style restaurant Which one do you prefer？名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 12 页，共 18 页 - - - - - - - - - 我们有中餐厅和西餐厅，你愿意去哪个？B:Id like to try some Chinese food today今天我想尝尝中国菜。1 自己要做什么事时，就使

26、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？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？C

27、ould you draft the fax, please? 请您写下传真的草稿好吗？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 ”，就可以提出大部分的询问。When would you like to visit

28、 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？名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 13 页，共 18 页 - - - - - -

29、 - - - 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 rese

30、rvation 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，请问我能为您服务吗？后面

31、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。这里是服务台，请问您需要服务吗？（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.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。名师资料总结 - - -精品资料欢迎下载 - -

32、- - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 14 页，共 18 页 - - - - - - - - - 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，我恐怕没办法那样做。Excuse me, sir. Please let me pass. 不好意思，先生，麻烦让我过一下。4.道歉如果是自己的错就说“I am sorry.”; 如果是

33、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. 为这个错误我深致歉意。5.客人对自己说“Thank you. ”时回答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。H

34、ere is your room key. 这是您的房间钥匙。Here it is. 这是您的东西。7当客人准备离开时，可以说：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名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 15 页，共 18

35、页 - - - - - - - - - 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？若是不敢肯定对方所说的部分内容时，可以将不明白的部分重复一遍，如：Excuse me, sir. Do you mean you lost your room key？不好意思，先生，

36、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回答“Hello ”,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 help you?” 问询处，请问您要服务吗? 2.打错电话时如果是外线打错时，可以回答：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

37、线转错内线时，可以回答：This is Room Reservations. Ill transfer your call 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 not transfer your call to the Chinese Restaurant Could 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 afra

38、id Mr.Lin is out at the moment. He should 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. Could you 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？I ll 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

39、的大名和电话好吗？名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 16 页，共 18 页 - - - - - - - - - 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 fu

40、rther questions. 如果您有任何其他问题，请和我联络。三柜台服务B= 行李服务员（ Bellman ）C= 服务员(Clerk) H= 客房服务员（ Housekeeping）BC= 领班（ Bell Captain ）G=客人（ Guest ）To the Front Desk. 带客人到柜台B: Good evening, Ms. Welcome to China-trust Hotel. 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

41、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: Ill show you to the Front Desk. This way, please. Ill put your bags by the post over there. 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 room wh

42、en you have finished checking-in. 当您办好住宿登记时，行李服务员会带您到房间。G: OK. Fine. 好极了。B: Please enjoy your stay. 祝您住宿愉快。名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 17 页，共 18 页 - - - - - - - - - Taking a guest to the room 带领客人至客房酒店礼宾英语酒店礼宾英语基本句型酒店礼宾英语（一）May I take your luggage

43、for you? 我来帮您拿行李，好吗？Just a moment ,please . Ill bring a luggage cart.请稍等一下，我去推一辆行李车来。Dont worry , sir . Your luggage will be sent up at once . 先生，别担心，您的行李很快就会送上去的。When you check out , please call number 32 and well help you with your luggage immediately. 如果您要离店，请打电话32，我们会马上帮您运送行李的。How many pieces of

44、 luggage do you have? 酒店礼宾英语（二）请问您有几件行李？Two suitcases and one bag . Is that right? 两只箱子和一个包，对吗？I ll show you to the Front Desk. This way please. 让我带您去总台，请走这边。Is there anything valuable or breakable in your bag? 您包里有贵重或易碎物品吗？May I have your room key , please. 请把您房间的钥匙给我好吗？名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 18 页，共 18 页 - - - - - - - - -