高星级酒店常用英语--日常英语.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-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？ 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 Foshan? 请问您想要何时参观佛山？ 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 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 reservation 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 FOSHAN Electrcical Hotel. 中午好，先生，欢迎光临佛山电子宾馆 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. 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。 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。 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 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 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，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 FOSHAN Electrcical Hotel, 这里是佛山电子宾馆.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。 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 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. 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 further 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 FOSHAN Electrcical Hotel. 小姐，晚安。欢迎光临佛山电子宾馆。 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 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 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 1Id like to book a double room for Tuesday next week下周二我想订一个双人房间。 2Whats the price difference？两种房间的价格有什么不同？ 3A 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。 4I think Ill take the one with a front view then我想我还是要阳面的吧。 5How long will you be staying？您打算住多久？ 6Well be leaving Sunday morning我们将在星期天上午离开。 7And we look forward to seeing you next Tuesday我们盼望下周二见到您。 8Id 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曰下午到10月10曰上午用。 9We 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？ 11The 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？ 13That sounds not bad at all Ill take it听起来还不错。这个房间我要了。 14 By the way， Id 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。 15Welcome to our hotel欢迎光临。 16So 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。 18The Reception Desk is straight ahead接待处就在前面。 19After you， please你先请。 20Excuse me， where can I buy some cigarettes？劳驾。我到哪儿可买到香烟？21There is a shop on the ground floor一楼有个商店。 22It sells both Chinese and foreign cigarettes在那儿可买到中国香烟和外国香烟。 23Can I also get some souvenirs there？也可以买到纪念品吗？ 24There is a counter selling all kinds of souvenirs有个柜台出售各种各样的纪念品。 25Excuse me，where is the restaurant？劳驾，请问饭厅在哪儿？ 26We have Chinese restaurant and a westernstyle restaurantWhich one do you prefer？我们有中餐厅和西餐厅，你愿意去哪个？ 27Id like to try some Chinese food today今天我想尝尝中国菜。1【专业英语】【酒店】酒店礼宾部英语 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 Check 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 2回复：【专业英语】【酒店】酒店礼宾部英语 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 restaurant 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 / Meeting 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 3回复：【专业英语】【酒店】酒店礼宾部英语 常用句子 Are these your baggage? 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 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？ Dont worry, your luggage will be sent up at once. 别担心，您的行李很快就会送上去的。 When you check out, please call NO.6849 and well 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 room 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 Airport. 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? 您能告诉我您的电话号码吗？ After you, please/ You first, please. 你先请。 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。 Ill 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。 4回复：【专业英语】【酒店】酒店礼宾部英语 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 Steven，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。 场景一： DoormanD: Good evening, sir and madamWelcome to our hotel 门童D：晚上好。欢迎光临！ Mr StevenS： Good evening Steven先生S：晚上好。 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 OkLeave it to me, sir. Ill 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 aheadThis way, please D：不客气先生。总台就在前面，这边请。 场景二： S：Excuse me，where 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？ 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：今天我想来点中国菜。 D：The buffet? D：要自助的吗？ S：Yes. S：是的。 D：Is on the second floorThis 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 530 to 1000 pm D：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 you D： Youre welcome 5回复：【专业英语】【酒店】酒店礼宾部英语 2，带领客人到房间 BellboyB： Is this everything, sir？ 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 1101 S：噢，好的。我住1101房。 B：I seeNow please follow meIll show you to your 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, its 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。 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：Thats my job. How do 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. 6回复：【专业英语】【酒店】酒店礼宾部英语 3，客人寄存行李 Mr StevenS：I want to check my luggage. 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. 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. B：See you. Sir. 7回复：【专业英语】【酒店】酒店礼宾部英语 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：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. 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：You 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。 1. I see 我明白了。 2. I quit! 我不干了! 3. Let go! 放手! 4. Me too 我也是。 5. My god! 天哪! 6. No way! 不行! 7. Come on 来吧(赶快) 8. Hold on 等一等。 9. I agree。 我同意。 10. Not bad 还不错。 11. Not yet 还没。 12. See you 再见。 13. Shut up! 闭嘴! 14. So long 再见。 15. Why not? 好呀! (为什么不呢?) 16. Allow me 让我来。 17. Be quiet! 安静点! 18. Cheer up! 振作起来! 19. Good job! 做得好! 20. Have fun! 玩得开心! 21. How much? 多少钱? 22. Im full 我饱了。 23. Im home 我回来了。 24. Im lost 我迷路了。 25. My treat 我请客。 26. So do I 我也一样。 27. This way。 这边请。 28. After you 您先。 29. Bless you! 祝福你! 30. Follow me 跟我来。 31. Forget it! 休想! (算了!) 32. Good luck! 祝好运! 33. I decline! 我拒绝! 34. I promise 我保证。 35. Of course! 当然了! 36. Slow down! 慢点! 37. Take care! 保重! 38. They hurt (伤口)疼。 39. Try again 再试试。 40. Watch out! 当心。 41. Whats up? 有什么事吗? 42. Be careful! 注意! 43. Bottoms up! 干杯(见底)! 44. Dont move! 不许动! 45. Guess what? 猜猜看? 46. I doubt it 我怀疑。 47. I think so 我也这么想。 48. Im single 我是单身贵族。 49. Keep it up! 坚持下去! 50. Let me see让我想想。 51. Never mind不要紧。 52. No problem! 没问题! 53. Thats all! 就这样! 54.