酒店英语手册.pdf

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1、中国旅游经理人联盟 English for Hotel Business 一概述一概述 在酒店里所使用的英语会话，基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：非正式英语非正式英语 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 some tea?您要喝茶吗？请问您想喝茶吗？Over here,please.Could you come th

2、is way please?这边请。请您往这边走好吗？*不要说 OK,Sure,Yeah 等等，而要说 Certainly,Sir.*Hey,uh-huh,Hang on 等等，也不适合在酒店中使用。*别说“I dont know.”回答“不知道”是非常不礼貌的说法。可以说“just a moment,please.Ill check that for you.”（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 Sir;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 Ms.至于称呼小孩，可以直接使用 E

3、xcuse me，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。*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。二二.基本待客英语基本待客英语（一）在正式的英语表现里，疑问基本句型可分为下列四种：1.May I 2.Could you 3.Would you 4.Shall I?只要理解这四种基本的句型，就可以处理大部分业务上的状况。1 自己要做什么事时，就使用自己要做什么事时，就使用 May I May I have

4、 your name,please?旅游经理人网 CNTMU.com STARWWW.com 1/30 中国旅游经理人联盟 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

5、 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？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

6、出大部分的询问。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 lik

7、e 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？旅游经理人网 CNTMU.com STARWWW.com 2/30 中国旅游经理人联盟 4 在提供建议协助、征求意见时，可使用在提供建议协助、征求意见时，可使用 Shall I 或或 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

8、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？后面也可以接上自己酒店名称、部门名称，如：Good morning,sir.T

9、his 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。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

10、一口回绝说“No.”，要委婉一些。I am afraid I cant do that.旅游经理人网 CNTMU.com STARWWW.com 3/30 中国旅游经理人联盟 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 woul

11、d 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。Here 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 ho

12、pe 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？旅游经理人网 CNTMU.com STARWWW.com 4/30 中国旅游经理人联盟 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

13、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，您是说您丢了房间的钥匙？电话英语的应对电话英语的应对 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

14、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 C

15、ould 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.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？Ill tell him to cal

16、l 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.旅游经理人网 CNTMU.com STARWWW.com 5/30 中国旅游经理人联盟 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

17、if you have any further questions.如果您有任何其他问题，请和我联络。三柜台服务三柜台服务 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

18、？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: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 when you

19、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。Taking a guest to the room 带领客人至客房带领客人至客房 B:Good evening,Ms.Ill show you to your room.You have two suitcases and one bag.Is that 旅游经理人网 CNTMU.com STARWWW.com 6/30 中国旅游经理人联盟 right?小姐，晚安。我来带您到房间。您有 2 个旅行箱和 1

20、个手提皮包，是吗？G:Yes,thats right.是的。B:Is there anything valuable or breakable in your bag？请问您的皮包里有贵重物品或是易碎物品吗？G:Yes，theres a bottle of whisky.有，里面有一瓶威士忌。B:Could you carry this bag,Ms?Im afraid the contents might break.小姐，手提包请您自己拿着好吗？我担心皮包里的物品会破掉。G:Sure,no problem.好的，没问题。B:Thank you,Ms.May I have your room

21、 key,please?谢谢。您的房间钥匙借我用一下好吗？G:Yes.Here you are.好的，给你。B:Thank you,Ms.Your room is on the 23rd Floor.Please follow me.谢谢。您的房间在 23 楼，请随我来。Arriving at the room 带领客人到达客房带领客人到达客房 B:This is your room.May I put your bags here,Ms?这就是您的房间。我把行李放在这边好吗，小姐？G:Sure.Just put them anywhere.好啊，放哪里都可以。B:Is this the co

22、rrect number of bags?请问行李的件数对吗？G:Lets see.Yes,thats all.嗯-我看看，没错，就是这些。B:May I hang your coat in the closet,Ms?小姐，我把您的外套挂在衣柜里好吗？G:Ah,yes.Please do!哦，好的，麻烦你了。B:Shall I open the curtains for you?需要我为您拉开窗帘吗？G:Yes,thats a good idea.好主意。B:Here is your room key.Is there anything else I can do for you?这是您的房

23、间钥匙，请问您还有什么要我服务的吗？G:No.Thank you.没有了，谢谢你。B:Please enjoy your stay.住你住宿愉快。Refusing a tip 旅游经理人网 CNTMU.com STARWWW.com 7/30 中国旅游经理人联盟 婉拒小费婉拒小费 G:Heres something for you.这是给你的小费。B:Thats very kind of you,but a 10%service charge will be added to your bill.谢谢您的好意，不过账单里已经包含了 10%的服务费。G:No,Id like you to hav

24、e it.没关系，你拿去吧。B:Well,if you insist,Ms.Thank you very much.小姐，如果您坚持的话，那我就收下了。非常感谢。Useful Expression Its very kind of you,sir.But I am afraid we are not allowed to accept tips.先生，谢谢您的好意，可是我们不允许收小费。We have no tipping systems in our hotel.我们酒店没有小费制度。Standard Delivery 一般递送流程一般递送流程-The doorbell is ringing

25、-门铃响了-G:Yes,coming.Who is it?来了，来了。哪位啊？B:The Bellman,Ms.I have brought your baggage.客房服务员，我把您的行李送来了。G:Fine.Come on in!好，进来吧。B:We are very sorry for the delay,Ms.May I put your bags here?抱歉让您久等了。我把行李放在这里好吗？G:Sure.好啊。B:Is this everything,Ms?小姐，请问您的行李都在这里了吗？G:Yes,thats right.对，都在这里了。B:Enjoy your stay w

26、ith us.祝您住宿愉快。Bringing Bags Down 将行李送出客房将行李送出客房 BC:This is the Bell Captains Desk.May I help you?这里是领班柜台，我能为您服务吗？G:Im going to check-out soon.Could you pick up my luggage,please?我马上要退房了，可不可以来帮我拿行李。旅游经理人网 CNTMU.com STARWWW.com 8/30 中国旅游经理人联盟 BC:Certainly,Ms.May I have your room number,please?好的小姐，请告诉

27、我您的房间号码好吗？G:Yes,its 2932.好的，2932 BC:Room 2932.We will send a bellman immediately.Could you wait in your room,please?2932 房间。我们会立刻派行李服务员过去，请在房间内稍候片刻好吗？-B:Good morning,Ms.Ive come for your bags.早安，小姐。我来为您提行李。G:Thank you.Could you take these two suitcases,please?I ll bring the shoulder bag with me.谢谢。这

28、两个旅行箱麻烦你提好不好？皮包我自己拿。B:Certainly,Ms.Two suitcases?好的，请问是两个旅行箱吗？G:Yes.对。B:Is there anything valuable or breakable in them?请问里面有没有贵重或是易碎物品？G:No.没有。B:This is your claim tag.We will keep your bags at the Bell Captains Desk.Could you pick them up there,please?小姐，这是你的行李领取证。我们会把行李送到领班柜台保管。请您到那边领取好吗？G:Certai

29、nly.好的。B:Thank you,Ms.谢谢您。When the guest deposits items 当客人寄存东西时当客人寄存东西时 G:Id like to leave this with you.我要寄放这个东西。B:Certainly,Ms.Is there anything valuable or breakable in your bag?小姐，好的。请问您的皮包里面有贵重物品或易碎物品吗？G:No.没有。B:Thank you.Here is your tag#33.谢谢您，这是您的，号码牌 33 号。G:When does the cloakroom close?你们

30、寄物处什么时候休息？B:This cloakroom is open until 9 p.m.我们这里开放到晚上 9 点。G:Oh,dear!I wont be back until about 10:30 tonight.Where can I pick up my bags?天啊！我今天要晚上 10 点半才会来耶。我要到哪里去拿皮包啊？旅游经理人网 CNTMU.com STARWWW.com 9/30 中国旅游经理人联盟 B:We will transfer your bag to the Lobby Floor Cloakroom.You may collect it there,Ms.

31、我们会将您的皮包转到大厅的寄物处。小姐，您可以到那里领取。G:I see.Thanks a lot.我知道了，真是谢谢你。B:Youre welcome.不客气。Useful Expression There are safety deposit boxes at the Front Desk.柜台有贵重物品保管箱。Could you leave your suitcase at Bell Captains Desk?请您将手提箱交给领班柜台好吗？Im afraid we cannot accept perishable goods here.不好意思，我们不接受生鲜物品。When the g

32、uests collect their bags.客人欲领取行李时客人欲领取行李时 G:I left my bag with you this morning.今天早上我在这里寄放了一个皮包。B:Certainly,sir.May I have your tag,please?先生，好的。请给我您的号码牌好吗？G:Sure.Here you are.好，在这里。B:Thank you,sir.Just a moment,please.先生，谢谢您，请稍等。-G:Thank you for waiting,sir.Is this everything?先生，让您久等了。请问您的东西全部都在这里了

33、吗。B:Yes,thats all.Thanks a lot.没错，就是这些了。多谢了。B:You are welcome,sir.先生，不客气。Useful Expression May I see some identification,please?请您将能够证明身份的资料给我看一下好吗？Guest arrival 客人抵达时客人抵达时*Good evening,sir.Are you checking-in?先生，晚安。请问您要住宿吗？*Do you have any baggage in the trunk?请问候车箱有您的行李吗？*Is this everything,sir?旅游

34、经理人网 CNTMU.com STARWWW.com 10/30 中国旅游经理人联盟 先生，请问您的行李全部都在这里吗？*May I help you with your bags,sir?先生，我为您提行李好吗？*How many bags do you have in all?请问您总共有机件行李？*A bellman will show you to the Front Desk.行李服务人员会带您到柜台。*Its slippery.Please mind your feet.地板很滑，请小心慢走。*Please mind your head.请小心别碰到头。Guest Departur

35、e 客人离开时客人离开时*Are you checking-out?请问您要退房吗？*The Airport Bus leaves from over there.机场巴士从哪里出发？*Thank you for stayed with us.谢谢您光临本饭店。*We hope to welcome you again soon.希望您再度光临。四房间预约四房间预约 Reservation from a domestic source.客人亲自预约时客人亲自预约时 C:Good morning.This is Room Reservation.早安，这里是订房部。请问您要服务吗？G:Yes,I

36、d like to reserve a room.对。我要订一个房间。C:Thank you,sir.For which date?先生，谢谢。请问您要预定什么时候？G:From October 15th.10 月 15 日。C:For how many nights?请问您要住几个晚上？G:For three nights.3 个晚上。C:How many guests will there be in your party?请问您一共有几位？G:Just my wife and myself.只有我和我太太。C:What kind of room would you prefer,a do

37、uble or a twin?旅游经理人网 CNTMU.com STARWWW.com 11/30 中国旅游经理人联盟 请问您要订哪一种客房，是有一张大床，还是两张小床的双人房呢？G:A twin,please.请给我两张床的房间。C:Could you hold the line,please?Ill check our room availability.请您在线上稍后好吗？我来查一下这几天的空房。-Thank you for waiting,sir.We have some twins at NT3,500 and at NT 4,200.先生，让您久等了。我们现在有 3500 元以及

38、4200 元的两张小床的双人房，请问您要选哪 一种。C:Certainly,sir.May I have your name,please?先生，好的。请问您的名字是？G:Yes,my name is Edward Paul Matthews.好的，我的名字叫 MATTHEWS。C:How do you spell your last name,please?请问怎么拼呢？G:M,A,double T,H,E,W,S.M，A，两个 T，然后是 H，E，W，S。C:Mr.Matthews.May I have your phone number,please?MR，MATTHEWS 请告诉我您的

39、联络电话好吗。G:Yes,the number is 02-2365-9739.02-23659739 C:02-2365-9739.Is this your home phone number?02-23659739，请问这是您家里的电话吗？G:Yes,it is.对，没错。C:What time do you expect to arrive,sir?先生，请问您预计什么时候到达？G:Oh,around 6 p.m.,I suppose.这个嘛，我大概是晚上 6 点左右吧。C:Id like to confirm your reservation.A twin room for Mr.an

40、d Mrs.Matthews at NT4,200 per night for three nights from October 15th through October 17th.My name is Cathy Yang and we look forward to serving you.我来确认一下您的预约。您预约的是 10 月 5 日至 10 月 17 日，MATTHEWS 先生与夫人的 4200 元双人房。我是杨凯西，我们期待您大驾光临。Useful Expression Which date would that be?请问您要预约哪一天？How many nights do

41、you wish to stay?请问您要住几个晚上？At what time will you be arriving?请问您预计什么时间到达？May I have your expected arrival time?请告诉我您预计抵达的时间？旅游经理人网 CNTMU.com STARWWW.com 12/30 中国旅游经理人联盟 Please contact me if you need my further information.如果您需要其他资讯，请和我联络。A single room is 1,200 per night.There is also a 10%tax and a

42、10%service charge.单人房每晚费用是 1,200 元，另外还必须支付 10%的税金以及 10%服务费。When the guest accepts a different type of room 当客人接受其他客房时当客人接受其他客房时 C:What kind of room would you prefer?请问您想订什么样的房间？G:A double room,please.请给我一间双人床。C:Could you hold the line,please?Ill check our room availability for those days.请您在线上稍候好吗？我

43、来查一下那几天有没有空房。-Thank you for waiting.I am afraid we have no double rooms available but we can offer you a twin room.让您久等了。很抱歉，我们现在没有一张大床的双人房，但是我们可以提供您两张单人房床的房间。G:I see.How much will that be?喔，那要多少钱？C:We have twin rooms at NT3,500 and at NT4,200.Which would you prefer?我们有 3500 元以及 4200 元两种房间。请问您想要哪一种房

44、间。？G:Ill take the one at NT3,500.我要 3500 元的那种。C:Thank you,sir.先生，谢谢您。When the hotel is full 当饭店客满时当饭店客满时 C:Good morning.Room Reservations.May I help you?早安，这里是订房部吗？请问您需要服务吗？G:Id like to make a reservation.我想要预定房间。C:Which date would that be?请问您想要订什么时候呢？G:April 18th for one night.4 月 18 日晚上。C:Could yo

45、u hold the line,please?Ill check our room availability.请您在线上稍候好吗？我来查一下是否有空房。-Thank you for waiting,sir.Im afraid our hotel is fully booked on that night.Is it possible for you to change your reservation date?先生，让您久等了。很抱歉，我们饭店那天都客满了，请问您有没有可能改订别的日期呢？G:No,thats not possible.旅游经理人网 CNTMU.com STARWWW.com

46、 13/30 中国旅游经理人联盟 不行，不可能的。C:We might have cancellations.Could you call us again closer to the date?或许可能会有人取消房间，请您在快到 18 号的时候，再打电话过来好吗？G:Sure,but if you do have any cancellations,could you let me know as soon as possible?好啊，不过如果有人取消，也请您尽早通知我好不好？C:Im very sorry,sir,but we are unable to do that.We would

47、 appreciate it very much if you could call us instead.先生，非常抱歉，我们没有办法这么做。如果您再打电话来的话，我们会十分感激的。G:Well,if thats the case-.唔，这样子的话.。C:Were very sorry,sir.We hope you understand.先生，非常抱歉。希望您能谅解。When a guest cannot be booked for all the nights requested 当客人想订房的那些天都客满时当客人想订房的那些天都客满时 C:Good morning.Room Reser

48、vations.May I help you?早安，这里是订房部。请问您需要服务吗？G:Yes,Id like to reserve a room.对，我要订一个房间。C:Which date would that be?请问您要预订什么时候呢？G:Id like a twin room for 6 nights from May 15th.我要订两张床的双人房，从 5 月 15 日起一共 6 个晚上。C:Could you hold the line,please?Ill check our room availability.请您不要挂断好吗？我来查一下是否有空房。-Thank you f

49、or waiting,sir.We have a twin available for nights from May 15th and also for May 20th,but Im afraid there is none available on the night of May 19th.先生，让您久等了。从 5 月 15 日到 18 日以及 20 日都没问题，可是 5 月 19 日已经没有空房间了。G:Well,do you have two singles for that night?唔，那 19 号有两间单人房吗？C:Im very sorry,sir,but we are

50、fully booked for all types of rooms on that night.先生，非常抱歉，那天晚上所有的客房都已经客满了。G:I see.Can you book me into another hotel in the area?是这样啊，那你可以帮我预订附近其他的饭店吗？C:Im afraid we dont have any information on their room availability.Would you like me to book you for all nights except the 19th?不好意思，我们不清楚其他饭店的空饭情况，