2022年酒店前台接待常用英语.docx

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1、精选学习资料 - - - - - - - - - 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以下四种：1. May I 2. Could you 3. Would you 4.Shall I . 只要懂得这四种基本的句型,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 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

2、 nationality, please. 请问您的国籍是什么？名师归纳总结 2 麻烦客人时,可使用Could you 第 1 页,共 13 页- - - - - - -精选学习资料 - - - - - - - - - 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 的草稿好吗？Could you hold the line, please. 请不要挂 好吗？3询问客人的喜好或是做什么时

3、,可使用 Would you Would you like tea or coffee. 请问您要喝茶仍是咖啡？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 Foshan. 请问您想要何时参观佛山？名师归纳总结 - - - - - - -第 2 页,共 13 页精选学习资料 - - - - - - - - - When would you like t

4、o 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. 请问您喜爱哪一种房间？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在供应

5、建议帮助、征求看法时,可使用Shall I 或 Would you like me to do . 名师归纳总结 - - - - - - -第 3 页,共 13 页精选学习资料 - - - - - - - - - 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. 请问要我为您支配预约吗？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.

6、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 FOSHAN Electrcical Hotel. 中午好,先生,欢送光临佛山电子宾馆名师归纳总结 - - - - - - -第 4 页,共 13 页精选学习资料 - - - - - - - - - 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, s

7、ir. 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？三答复I see, sir. 我明白了,先生；Certainly, sir. 好的,先生；Just a moment, please. 请稍等；名师归纳总结 - - - - - - -第 5 页,共 13 页精选学习资料 - - - - - - - - - Thank you for waiting. 您久等了,先生；I am very sorry to have kept you waiting. 很愧疚让您久等了；Could you wait a littl

8、e longer, please. 请您稍候好吗？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,我唯恐没方法那样做；Excuse me, sir. Please let me pass. 不好意思,先生,麻烦让我过一下；名师归纳总结 - - - - - - -第 6 页,共 13 页精选学习资料 - - - - - - - - - 假如是自己的错就说“I am sorry.” ; 假如是公司的错,就说：“We are sorry.” ；I am very sorry for the delay. 很愧疚延误了时间I am

9、 very sorry for the inconvenience. 很愧疚造成您的不便；I would like to apologize for the mistake. 为这个错误我深致歉意；“ Thank you.” 时答复You are welcome. 不客气；名师归纳总结 - - - - - - -第 7 页,共 13 页精选学习资料 - - - - - - - - - Thank you, sir. 感谢您,先生；Thank you very much. 特别感谢您；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

10、 key. 这是您的房间钥匙；Here it is. 这是您的东西；7 当客人预备离开时,可以说：Have a nice day. 祝您有美好的一天；名师归纳总结 - - - - - - -第 8 页,共 13 页精选学习资料 - - - - - - - - - Please enjoy your stay 祝您住宿开心；We hope to see you again soon. 期望不久能再次见到您；Thank you for staying with us. 感谢光临；8当客人的英语难以懂得时面对客人的疑问,不要只是一味地傻笑,或是始终说 Yes, Yes. 假如听不懂事,要向客人提出疑

11、问,或是先向对方说“Just a moment, please.” , 然后恳求他人帮助；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？名师归纳总结 - - - - - - -第 9 页,共 13 页精选学习资料 - - - - - - - - - 假设是不敢确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

12、的钥匙？英语的应对1 接时不行以简洁地答复“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 时假如是外线打错时,可以答复：I am afraid you have the wrong number. 不好意思,您打错 了；This is the FOSHAN Electrcical Hotel, 这里是佛山电子宾馆 . 假如是总线转错内线时,可以答复：名师归纳总结

13、 This is Room Reservations. Ill transfer your call to Restaurant Reservations. 第 10 页,共 13 页- - - - - - -精选学习资料 - - - - - - - - - 这里是客房预约处,我帮您转接到餐厅预约柜台；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；他应当会在下午 5 点左右回来；I am afraid Mr.Hao is on another line. Could y

14、ou hold the line, please. 不好意思,郝先生正在讲；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. 请告知我您的大名和 好吗？终止 中的对话时,不行以简洁说“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

15、您的佳音；名师归纳总结 - - - - - - -第 11 页,共 13 页精选学习资料 - - - - - - - - - Please contact me if you have any further questions. 假如您有任何其他问题,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 CaptainG=客人 Guest To the Front Desk. 带客人到柜台B: Good evening, Ms. Welcome to FOSHAN Electrcical Hotel. 小姐

16、,晚安；欢送光临佛山电子宾馆；G: Thank you. 感谢你；B: How many pieces of luggage do you have. 请问您有多少件行李？G: Just this three. 名师归纳总结 - - - - - - -第 12 页,共 13 页精选学习资料 - - - - - - - - - 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: I ll show you to the Front Desk.

17、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,感谢；B: A bellman will show you to your room when 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. 祝您住宿开心；Taking a guest to the room 名师归纳总结 - - - - - - -第 13 页,共 13 页