酒店管理常用英语口语，礼貌用语

金龙大酒店 学酒店管理的常用英语,口语,礼貌用语 Welcome to our hotel. 欢迎光临。 Can I help you?我能帮你忙吗, What kind of room would you like, sir?先生，您要什么样的房 间, Please wait a moment. I have to check if there is a room available.请稍等，我查一下有没有空房。 Enjoy your stay with us.希望您在我们这里住的愉快。 酒店基础礼貌服务用语 1 礼貌地与客人打招呼及称呼客人，示你对他们的热情欢迎: ― “早上好，小姐/先生。”“Good morning, madam/sir.” ― “下午好，小姐/先生。”“Good afternoon, madam/sir.” ― “晚上好，小姐/先生。”“Good evening, madam/sir.” ? 客人喜欢听你称呼他的姓氏，因此尽可能常用，如:“王先生， 陈小姐，李太太”等。 ― “很高兴再次见到您(欢迎再次光临)，王先生。”“Nice to see/ meet you again, Mr. Wang.” 或与客人互相寒暄: ― “您今天好吗,”“How are you ( today)?” ― “我很好,金龙大酒店，谢谢，你呢,”“I‟m fine, thank you, and you?” nbsp;“很好，谢谢您,”“I‟m very well, /I‟m fine, too. Thank you.” ※ Useful Words and Expressions: 1) Sir 2) Madam 3) Miss 4) Ms 5) meet 6) Good morning/ afternoon/ evening! 7) Glad / Nice to … 8) How do you do? /How are you ? 2 主动向客人提供帮助: ― “我可以帮您吗,”“May I help you?”/What can I do for you ? ? 尽量为客人多做一点: ― “还有什么需要我帮您吗,”“Is there anything else I can do for you?” ※ Useful Words and Expressions: 1) May /Can I …? 2) If you need my help, just call me please. 3 记住一些能讨人喜欢的言词: ― “谢谢。”“Thank you.” ― “别客气。”“You are welcome.” ― “对不起。”“I‟m sorry.” ― “没关系。”“That‟s all right.” ― “请。”“Please.” ※ Useful Words and Expressions: 1) welcome 2) That‟s all right. 4 打扰客人之前，要提示客人: ― “打扰了……”“Excuse me…” 这个情形可能包括诸如:打断客人谈话，为客人上菜时，进客房 之前，请客人让路，你在服务时中途退场等。 5 向客人呈递某物时: ― “这是 您 的……” “Here is / are your (key, newspaper, boiled water, breakfast, lunch ,supper…”) / “Here you are.” 6 要客人等待时，要先有交代: ― “请稍等一会儿。”“Just a moment, please./Wait a minute, please.” ― “我一会儿就来。”“I will be with you in a moment.” ?再返回客人身边时，对久等的客人说抱歉: ― “对不起,金龙酒店 高考 路上预多点时间 坐地铁去最保险 - 博文预览，让您久等了。”“Sorry to have kept you waiting .” ※ Useful Words and Expressions: 1) moment 2) wait 3) I will be… 4) Sorry to… 7 听不明白客人说话时，不要臆想，你可以: ― “请再说一遍好吗,” “I am sorry, I don‟t understand. Could you show me?”/“ I beg your pardon.” 8 当客人因行动笨拙而显露尴尬时，安慰客人说: ― “请慢慢来，别着急。”“Please take your time, there‟s no hurry.” 9 向客人作自我介绍: ― “我叫 。如果有什么需要我帮忙，请告诉我。” “My name is nbsp; 10 与客人友好地告别，让客人对你和酒店留下深刻印象: ― “再见。”“Goodbye.” ― “祝您今天过得愉快。”“Have a nice day.” ― “祝您在这居住愉快。”“Wish you happy here.” ? 对要离店客人报以祝愿: ― “希望很快又见到您。” “Hope to see you again soon.” ― “祝一路顺风。”“Have a nice trip.” 11 在三响之内迅速接听电话: ? 拿起电话时: ― “早上好/ 下午好/ 晚上好，(这是)___________(部门/ 部 份名称)。 我是……，我可以帮您吗, “Good morning/ Good afternoon/ Good evening, (This is) (Name of your department/ outlet).…speaking. May I help you?” ? 挂电话前: ― “多谢您的来电。”“Thank you for calling.” (编辑:) 12 礼貌地回应客人的请求或询问: ? 当你能满足客人要求时，要马上采取行动: ― “好的，小姐/先生，我马上拿给您。” “Certainly, madam/sir. I will get it right away.” ― “是的，小姐/先生，我马上帮您处理。” “Yes, madam/sir. I will take care of it at once.” ? 当你对客人的询问不肯定时: ― “对不起，我不太确定。如果您能等一会，我马上去查找。” “Sorry, I am not sure. If you wait a minute, I‟ll try to find out.” ? 当你不能满足客人要求时: ― “我恐怕这违反酒店的。” “I‟m afraid it is against hotel regulation.” ― “对不起，我们不允许这样做。” “I‟m sorry, we are not allowed to do this.” ― “对不起，恐怕我们没有(客人要的东西)。” “I‟ m sorry, I ‟m afraid we don‟t have (things guests want).” ?这时向客人作其它介绍或建议是非常重要的。 ― “我可以建议(你联系地下层的银行)吗,” “May I suggest (you contact the bank in the basement)?” 13 当你请求客人做某事时: ― “您可以(在这里签名)吗,” “Could you (sign here)?” ― “您介意(稍后再来电话)吗,”“Would you mind (calling back later)?” ― “我可以知道(您的姓名)吗,”“May I (have your name)?” 14 为客人指示方向: ― “请跟我来。” “Follow me please.” ― “请一直往前走。”“Please go straight ahead.” ― “请向右转/左转。”“Please turn right / left.” ― “它在 楼。”“It is on the floor.” 15 处理投诉，错误: ― “谢谢您告诉我们，小姐/先生。我会向经理这件事，请接 受我们的道歉。” “Thank you for telling us, madam / sir, I‟ll inform my manager about it. Please accept our apology.” ― “我非常抱歉，小姐/先生，是我们出差错了，我马上改正过来。 / 我马上去查这件事。” May I know your name and your room number, please?我可以 知道您的名字和房间号码吗, Excuse me ,sir, could you spell your name?请问您的名字如何 拼写, Here‟s your room key.这是你的房间钥匙。 I‟m sorry to keep you waiting, sir. What can I do for you? 先 生，对不起，让您久等了。我能为您做点什么吗, Please wait your turn.请排队等候。 May I know your name, please?请问贵姓大名。(不认识客人时 用) I‟m sorry, sir. Our hotel rooms are all booked at this moment. We have no vacancy.对不起，先生。我们已经客满，没有空房间。 Don‟t mention it. My pleasure.请不要客气，我乐意效劳。 Have a good rest, sir.先生，请好好休息。 Good morning, sir. Can I be of service to you? 早安，先生。 我 可否为你效劳, A moment, please. I will be with you as soon as possible.请稍 等片刻。我将尽快帮你办。 Can I have your name and room number, please?请告诉我您 的名字及房间号码, Here is your bill, sir.先生，这是您的帐单。 Please wait a moment while I calculate your bill.请稍等片刻， 我立刻就把您的帐单结算出来。 We accept the following credit cards,madam.小姐，我们接受以 下几种信用卡。 Please sign here, sir.先生，请在这签上你的名字。 We hope you will come stay with us again.希望你再光临我们酒 店。 Would you please exchange us dollars for RMB. please?麻烦 你替我将美圆兑成人民币好吗, The rates of exchange are on the board, sir.先生，请参考告示 牌的外币兑换价。 I‟m sorry but We do not exchange Hong Kong dollars into Japanese yen.对不起，我们不能将港币换成日元。 Please could I see your passport or other identification, madam?小姐，请出示你的护照或其它身份证明文件 1. Good morning/evening. Reservation. May I help you? 早上好/晚上好，这里是...酒店客房预订部，请问需要什么帮忙 吗, 2. What can I do for you? 我能为您帮什么忙吗, 3. Hold on line, please. Could you please hold on? 请稍等(电话中) 请稍等，好吗, 4. Could you wait a minute, please? 请稍等，好吗, 5. Are you with a company? 您是公司预订吗, 6. May I know you departure date? 请问您的离店日期是哪天, 7. How long will you stay with us? 请问您住几天, 8. How many people are there in your party? 您们一共几个人, 9. That will be four nights. 四个晚上。 10. May I know the arrival date, please? 请问哪天入住, 11. Is it just for tonight? 请问只住今天一晚吗, 12. When do you check in? 请问您什么时候入住, 13. Would you like a single room or a double room? 请问你想订单人间还是双人间, 14. What kind of room would you like/prefer? 请问您喜欢什么样的房间, 15. Would you please tell me your full name, please? 请问您的全名是, 16. And your address, please? 请问您的地址, 17. May I know you telephone number, Mr Smith? 史密斯先生，请问您的电话号码是, May I know your company name and how would you like to settle your payment? 请问您的公司全称及付款方式, 18. We have a single available for those dates. 我们还有一些单人间可以接受预订在那个时间段。 19. It‟s all right for the next week. 下个星期没有问题。 20. We do have a vacancy for those dates. 那段时间我们可以接受预订 21. Yes, you can have a room on Saturday. 是的，星期六您可以订到房间。 22. I‟m afraid we won‟t be able to guarantee you a room after the 16th. We usually have high occupancies in the peak seasons. 恐怕十六号后我们不能保证有房间提供给您，那段时间是我们的 入住高峰期。 23. I‟m sorry, but we‟re fully booked for single rooms. Would you like to have a double one? 很抱歉我们的单人间已经订满了，给您订双人间怎么样, 24. I‟m sorry, but the hotel is full on that date. 很抱歉，那天我们酒店的客房已经住满了。 25. I‟m sorry, we don‟t have any room available for that week. 很抱歉，我们那周的预订已经 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、I„m quite well ，thank you. 我很好，谢谢你。 6、Hs good to see you again ，sir(madam) 再次见到你真高兴，先生(小姐) 7、Nice to meet you ，sir. 见到你真高兴，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、Here„s a letter for you ，Dr white. 怀特医生，这儿有你的一封信。 12、you„re wanted on the phone，Captain Smith. 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 , 我能为你服务吗,贝克先生, 15、Can I help you， Ms Blake, 我能帮你吗,布雷克小姐, 16、Would you take the seat ，young lady , 请坐，小姐， Offering Help 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 bag 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 for you , 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、 It„svry kind of you, 你真是太好了 26、 No，thanks. 不用了，谢谢～ Answers to Thanks对感谢语的应答 27、 You„re welcome. 欢迎你 28、 Not at all. 不用谢 29、 That„s all right. 没关系 30、 Don„t mention it. 别提了 31、 It„s my plcasurc. 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、We„re glad to have you here. 我们很高兴你来到之儿 36、I„m always at your service ，sir (madam)。 随时为你效劳，先生(小姐)。 Apologies 表示道歉 37、I„m sorry，sir (madam)。 对不起，先生(小姐)。 38、I„m very sorry. 非常抱歉。 39、I„m sorry to trouble you. 对不起打扰你了。 40、I„m sorry to have taken so much of your time. 对不起占用你太多时间了。 41、I„m sorry to have kept you waiting . 对不起让你久等。 42、Excuse me for interrupeing you. 原谅我打挠你了。 43、I hope you„ll forgive me. 我希望你能原谅我。 Answers to Apology(对道歉语的应答) 44、It doesn„t matter. 没关系。 45、It„s nothing. 没什么。 46、Never mind. 别放在心上。 47、That„s nothing. 没什么。 48、Don„t bother about that. 别再想它。 49、Don„t worry about it. 别担心。 50、Don„t apologize， It was my fault. 别道歉，这是我的错。 Good wishes(良好祝愿) 51、Have a good time～ 祝你们玩得愉快～ 52、Have a nice evening～ 祝你晚上愉快。 53、Happy Birthday～ 生日快乐。 54、Merry Christmas～ 圣诞快乐。 55、May you succeed 祝你成功 Parting(分手再见) 56、 Good,bye and good luck. 再见，祝你好运。 57、Hope you„ll 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. 祝你安全抵达。 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、I„m henry ，I‟m from Golden Lake Hotel， I„m here to meet you . 我叫享利，来自金湖酒店，我是来接您的。 65、My name is Irene ，I„m the housekeeping Department waiter. 我的名字是艾琳，我是管家部服务员。 66、I„m the receptionist here ，welcome to our hotel. 我是这儿的接待员,0 - 博文预览，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 , 送餐服务，我可以进来吗, 69、This is Henry Adams speaking. 我是享利。亚当斯。 Affirmative Responses (肯定回答) 70、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、That„s true ，sir (madam)。 是这样的，先生(小姐)。 74、Very well. 非常好。 Negative Responses(否定回答) 75、No ，sir (madam)。 不，先生(小姐)。 76、I don„t think so. 我不这样认为。 77、Of course not. 当然不。 78、I„m afraid that‟s 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, 82 、How long do you plan to stay , 你住多久。 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 tetephone number , 我可以知道你的电话号码吗, 87、What„s 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. 服务指南在桌面上。 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。 97、You look grest . 你看上去真棒。 98、Please consult the song list . 请翻阅点歌单。 99、It„s 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。(I'd like to book a double room for Tuesday next week(下周二我想订一个双人房间。 2(What's the price difference,两种房间的价格有什么不同, 3(A double room with a front view is 140 dollars per night，one with a rear view is 115 dollars per night(一间双人房朝阳面的每晚 140美元，背阴面的每晚115美元。 4(I think I'll take the one with a front view then(我想我还是要 阳面的吧。 5(How long will you be staying,您打算住多久, 6(We'll be leaving Sunday morning(我们将在星期天上午离开。 7(And we look forward to seeing you next Tuesday(我们盼望 下周二见到您。 8(I'd like to book a single room with bath from the after-noon of October 4 to the morning of October 10(我想订一个带洗澡间的单 人房间，10月4日下午到10月10日上午用。 9(We do have a single room available for those dates(我们 确实有一个单间，在这段时间可以用。 10( What is the rate， please,请问房费多少, 11(The current rate is, 50 per night(现行房费是50美元一 天。 12( What services come with that,这个价格包括哪些服务项 目呢, 13(That sounds not bad at all( I'll take it(听起来还不错。这 个房间我要了。 14( By the way， I'd like a quiet room away from the street if the is possible(顺便说一下，如有可能我想要一个不临街的安静房 间。 15(Welcome to our hotel(欢迎光临。(编辑:) 16(So you have got altogether four pieces of baggage,您一 共带了4件行李，是不是, 17( Let me have a check again(让我再看一下。 18(The Reception Desk is straight ahead(接待处就在前面。 19(After you,苏州金龙大酒店， please(你先请。 20(Excuse me， where can I buy some cigarettes,劳驾。我 到哪儿可买到香烟, 21(There is a shop on the ground floor(一楼有个商店。 22(It sells both Chinese and foreign cigarettes(在那儿可买到 中国香烟和外国香烟。 23(Can I also get some souvenirs there,也可以买到纪念品 吗, 24(There is a counter selling all kinds of souvenirs(有个柜台 出售各种各样的纪念品。 25(Excuse me，where is the restaurant,劳驾，请问饭厅在 哪儿, 26(We have Chinese restaurant and a western,style restaurant(Which one do you prefer,我们有中餐厅和西餐厅，你 愿意去哪个, 27(I'd like to try some Chinese food today( management 经营、管理 market price 市价 cashier's desk 兑换处 coin 硬币 accounting desk 帐务处 check-out time 退房时间 voucher 证件 price list 价目表 check, cheque 支票 sign (动)签字 interest 利息 form 表格 reservation 预订 reception desk 接待处 tip 小费 reservation desk 预订处 luggage office 行李房 …per thousand 千分之… spare (形)多余的 postpone (动)延期 cancel (动)取消 traveler‟s cheque 旅行支票 pay (动)付款 fill (动)填写 administration 管理、经营 note 纸币 registration desk 入宿登记处 lobby 前厅 luggage rack 行李架 visit card 名片 identification card 身份证 rate of exchange 兑换率 conversion rate 换算率 charge (动)收费 bill 帐单 change money 换钱 procedure 手续、程序 information desk 问询处 luggage label 行李标签 overbooking 超额订房 …per cent 百分之… reasonable (形)合理的 cash (动)兑换 keep (动)保留、保存 bank draft 汇票 accept (动)接受 procedure fee 手续费 fill in the form 填表 ? 电讯服务 operator 电话员 house phone 内部电话 special line 专线 dial a number 拨号码 hold the line 别挂电话 can't put somebody through 接不通 ordinary telegram 普通电话 receiver 听筒 city phone 城市电话 telephone number 电话号码 replace the phone 挂上电话 Line, please. 请接外线 The line is busy(engaged) 占线 send a telegram(cable) 发电报 long distance 长途电话 telephone directory 电话簿 call somebody up 打电话给某人 can't hear somebody 听不见 can't get through 打不通 inland telegram 国内电报 ordinary mail 平信 switchboard 交换台 central exchange 电话总局 The connection is bad. 听不清 express telegram 加快电报 special dispatch 专电 registered fee 挂号邮资 postcard 明信片 ? 客房设备、用品 escalator 自动楼梯 bookshelf 书架 ground floor (英)底，层，一楼 cabinet 橱柜 switch 开关 Venetian blind 百叶窗帘 curtain 窗帘 wastebasket 字纸篓 tea trolley 活动茶几 night table 床头柜 first floor (英)二楼，(美)一楼 folding screen 屏风 hanger 挂钩 plug 插头 wall plate 壁上挂盘 Chinese painting 国画 elevator, lift 电梯 drawer 抽屉 second floor (英)三楼，(美)二楼 spring 弹簧 cushion 靠垫，垫子 socket 插座，插口 sitting room 起居室 voltage 电压 floor 楼层，地板 carpentry (总称)木器 tea table 茶几 bedclothes 床上用品 quilt 被子 mattress床垫 thermos 热水瓶 transformer 变压器 今天我想尝尝中国菜。 上午好，欢迎光临/欢迎光临XXX酒店。 Good morning, Welcome to XXX Hotel. 下午好，××先生，非常高兴再次见到您。 Good morning, Mr. ×. Nice to meet you again! 请问您有预订吗, Have you make reservation? 请问您订房人的姓名/请问您谁帮您做的预订, Please tell me who make the reservation for you? 是的，您订了两间豪华房，住两晚。 Yes, you have made a reservation of two deluxe rooms for two nights. 请您出示护照 Please give me your passport. 您的房价是人民币500元 Your room rate is RMB,500 请在这这里签名。 Please sign here. 请问您怎么样付押金。 How would you like to pay the deposit? 退房时间是中午十二时，如果您想延迟至下午六时前退房，另加 半天房费，六时后退房，将加收一天房费。 Check out time is 12:00 noon. A half day charge of your rate will be added for extended check out time before 6:00pm, and a full day charge after 6:00pm. 祝您在这里过得愉快。 Wish you enjoy your stay with us. ××先生，请问您有没有用小酒吧的饮品或小食呢, Mr. ××, did you take drinks or snacks from the mini-bar? 这是帐单，总额是……，请您检查一下。 Here is the bill, the total amount is ……. Please check it/have a look at it. 欢迎您下次光临，祝您一路平安/旅途愉快～ Hope to see you again soon and wish a nice flight/trip. 请把押金收据给我。 Please give the deposit receipt. 请问您怎样付款呢, How would you like to pay the bill? 希望很快可以再见到您。 Wish to see you again soon.