酒店英语教程(电话服务).doc

精品文档就在这里-各类专业好文档，值得你下载，教育，管理，论文，制度，方案手册，应有尽有-现代酒店英语实务教程 20（电话服务）电话服务一、经典对话Good evening, information desk, may I help you sir?Yes, I have something urgen to speak to Mr. William hoover brown, but I forgot his room number.I see sir , I will check it for you.How do you spell his name please?w-i-l-l-i-a-m, h-o-o-v-e-r ,William hoover Thank you sir , just a minut please.Thank you for waitting sir. Mr Hoover is stay in room 1027,are you calling from outside sir?No, its house phone.I am afraid we can not transfer room to room calls, could you make the call derectly please? You may dial 0 first and then the room number.All right , thank you You always welcome, sir 常用句型百宝箱1、could you put me through to room 203.请帮我接通203号房好吗？2、whom would you like to speak with ?您想找哪一位？3、Id like to speak to Mr. Brown.我想请布朗先生听电话4、how do you spell his name please?请问他的名字怎么拼？5、could you repeat that please?请再说一次好吗？6、could you speak more slowly please?请说慢一点好吗？7、could you speak a little louder please?请说大声一点好吗？8、could you hold the line please?请别挂断好吗？9、could you put me through to room reservation? could you put me through to the westen restaurant desk please? / could you put me through to the room service please?你能帮我接通客房预订部/餐厅预订处/客房送餐服务部吗？10、just a moment please?请稍侯11、i will put you through 我这就为您转接过去12、go ahead, you through.请讲，您的电话已接通。13、Im afraid the line is busy./ Im afraid the line is engaged.恐怕电话正占线14、Im afraid there s no guest with that name./ Im afraid theres no ployee with that name / Im afraid theres no restuarent with that name.恐怕没有叫那个名字的客人/职员/餐厅15、could you page him for me ?请帮我用广播叫他好吗？16、Im afraid your party was cut off.对方恐怕已经挂断了17、Did he give his name?他有没有留下名字？二、酒店内部转接电话1、Could you put me through to room2127 please?请帮我接通2127号房好吗？2、Im afraid there is no reply from room 2127 恐怕2127房没有人接听。3、Could you try again? 你能再试一次吗？4、Id like to call my friend in his room, what shall I do ? 我想打电话到朋友的房间，该怎样打？5、From the house room,please dial the room number derectly.打内线请直拨房号6、Im afraid there is still no reply.恐怕还是没有人接听。7、Would you like to leave a message?您给他留言好吗？8、Ill put you through to the message desk.我帮您接通留言台。9、Im afraid you dial the wrong number.您恐怕拨错号码了。10、We have no room with that number我们并没有那个号码的房间。11、Whore you calling please? 请问您要找谁？三、帮助客人拨通电话1、Id like to make an international call.我想打个国际电话2、Id like to make a collect call to Japan.我要打对方付费的电话到日本3、What time do the special rates price什么时候有优惠价5、You may call derectly from your room sir.先生，你可以直接由客房打出去。6、We are for IDD and DDD call service call ,sir.我们提供国内直拨和国际直拨的业务。7、You can call derect if you like.如果您喜欢的话可以直拨。8、The cheapest is station to station call and person to person call.最便宜的是叫号电话然后到叫人电话。9、Which country are you calling ?请问您是要打到哪个国家？10、Youre through电话接通了11、please dial extension 352请拨分机352四、订叫醒电话1、Id like to be woke up tomorrow morning明天早上2、at what time?几点呢？3、at what time shall we call you?我们该什么时候叫您起床？五、由接听人付费的电话1、May I know whos calling please?请问是谁打的电话2、This is the hotel operator这里是酒店总机3、We will add it to your final room bill我们将一并加算在您最终的房费账单上。六、处理投诉1、I am not going to pay for the call我不付这次电话费2、The line was bad, the line was noisy.线路有故障，线路有杂音。3、There was lot of interfring on the line.线路有很多干扰4、The voice was to thin to hear.声音太微弱听不清楚5、I had a cross line我的电话被叉线6、I am very sorry to hear that sir.很抱歉听您这么说-精品 文档-