酒店礼貌英语.doc

APPENDIX I HOTEL COURTESY ENGLISH酒 店 礼 貌 英 语一、 欢迎语：WELCOME 1、Welcome to Dolton Hotel Changsha. 欢迎光顾通程国际大酒店。2、Welcome to staying with us. 欢迎入住我们酒店。3、Comments and suggestions are welcome. 欢迎多提宝贵意见。 二、问候语：GREETINGS 4、How do you do? 你好（初次见面）。5、How are you? 你好（熟客之间）。6、Good morning(afternoon/evening),sir/madam. 早上（下午、晚上）好，先生（夫人）。7、Nice to see you. 不久乐见到您。8、Glad to meet you. 不久乐碰见您。 三、祝愿语：WISHES9、Wish you a pleasant stay in our hotel. 愿您在我们酒店过得快乐（客人刚入店时）。10、Have a nice trip. 祝您旅途快乐(客人离店时)。11、I hope you will enjoy your stay with us. 希望您在我们酒店过得快乐（客人在饭店逗 留期间）。12、 Congratulations! 祝贺您！13、Happy new year. 新年快乐！14、Happy birthday! 生日快乐！15、Merry Christmas. 圣诞快乐！16、Have a nice holiday. 节日快乐！17、Have a nice weekend 周末快乐！18、Good luck. 祝您好运！19、Wish you every success. 祝您成功！20、I wish you good health. 祝您身体健康。21、I hope you will have a good time here.希望你在这儿过得快乐。四、辞别语：PARTINGS22、 Good bye / Bye bye. 再见。23、 Good night. 晚安。24、 See you tomorrow. 明天见。25、 See you next time. 下次见。26、 See you later. 待会见。27、 I hope to see you again. 希望再次看到您。28、 Take care. 保重。29、 We look forward to your next arrival. 我们期待您的下次光顾。30、 Have a safe journey. 一路顺风。五、 征询和应答语：INQUIRING AND RESPOND31、 May I help you? 我能为您做什么？32、 What can I do for you? 有什么需要帮忙的吗？33、 Anything I can do for you? 尚有别的需要帮忙的吗？34、 Is this all right?这样可以吗？35、 Would you please take a seat while I check it for you. 在我帮您核对的时候，您先坐一会好吗？36、 Just a moment, please. 请稍等一会。37、 Yes, of course. 当然可以。38、 Certainly. 当然可以。39、 I will get it at once. 我立即把它取过来（帮客人取东西）。40、 Its my pleasure. 为您服务是我的荣幸。41、 With pleasure. 非常快乐为您服务。42、 My pleasure. 非常快乐为您服务。43、 I am at your service. 乐意为您效劳。44、 I am afraid not. 恐怕不行（当不能满足客人规定期）。45、 Just a moment, please. The elevator will be here soon. 请稍等一会，电梯立即就到了。46、 The waiter will be with you in a minute. 服务员立即就来了。47、 Thats no problem. 没有问题。六、 道歉语：APOLOGIZE48、Im sorry. 很抱歉。49、Excuse me. 对不起，打扰一下。50、 I am sorry. Its my fault. 很抱歉，那是我的过错。51、 Sorry to have kept you waiting. 抱歉让您久等了。52、 Sorry to disturb you. 不好意思打扰了。53、 Sorry to interrupt you. 对不起，打扰您了。54、 I am sorry for this. 我对此表达抱歉。55、 I apologize for this 我为此道歉。56、 I am sorry to take a few minutes of your time. 抱歉占用您一些时间。57、 I am sorry, I dont understand. I will get the manager / supervisor / captain. 不好意思，我不是很清楚，我叫经理/主管/领班过来。58、 I am sorry. Would you mind saying it again? 抱歉，您介意再说一遍吗？59、 I am sorry to have given you so much trouble. 对不起，给您添了这么多麻烦。60、 I apologize for what Ive said just now. 我为刚才说的话道歉。61、 We are very sorry for the inconvenience. 不方便之处敬请原谅。62、 Thats all right. 没关系。63、 Lets forget it. 算了吧。七、 答谢语：THANKS64、 Thank you very much. 非常感谢。65、 Thank you for your coming. 谢谢您的光顾。66、 Thank you a lot. 十分感谢。67、 Its very kind of you. 您真客气。68、 Thank you for your kindness. 谢谢您的好心。69、 Thank you for your cooperation. 谢谢您的合作。70、 Thank you for your suggestion. 谢谢您的建议。71、 Thank you for staying in our hotel. 谢谢您入住我们酒店。72、 Thank you for your praise. 谢谢您的夸奖。73、 I dont know how I can thank you enough. 我不知道如何感谢您才好。74、 I do appreciate your help. 我真是感谢您的帮助。75、 I appreciate your precious time. 花费您的宝贵时间我很感谢。76、 You are welcome. 不用谢。77、 Not at all. 不用谢。78、 Dont mention it. 不用谢。八、 指路用语：SHOWING DIRECTIONS79、This way, please. 这边请。80、Could you please follow me, madam. 请跟我来。81、Please go straight ahead 请笔直朝前走。82、Turn left/ right. 往左/右转。83、Please take elevator here. 请到这里乘电梯。84、Please go downstairs/upstairs here. 请到这边下楼/上楼。85、Its on the second (third) floor. 在二（三）楼。86、Its at the end of the hallway. 它在走廊尽头。87、Go straight ahead till you reach the lobby, then turn right. 请朝前走到大堂，然后再向 右走。 88、Its in the lobby near the main entrance. 在大厅靠近大门。九、 电话用语：TELEPHONE ENGLISH89、 Good morning,55department. may I help you? 55部门，早上好。有什么可以帮到您吗？90、 Would you like to leave a message? 您要留口信吗？91、 I beg your pardon? 对不起，请您再说一遍好吗？92、 I am sorry, the line is busy. Will you call later? 对不起，电话占线，您稍后再拨好吗？93、 Hold the line, please. I will put you through. 请别挂电话，我帮您接通。94、 Just a moment, please. Ill get him at once. 请稍等一会，我立即叫他接电话。95、 I will pass the message to him. 我会向他转达这个意思。96、 The line is through sir. 先生，电话给您接通了。十、 提醒用语 REMINDING97、 Mind (watch) your step. 请走好。98、 Please be careful. 请当心。99、 Dont worry. 别紧张。100、Take it easy. 放心好了。HOTEL VOCABULARY 酒 店 词 汇 一、十大部门英文名称：Titles of Ten Departments Food & Beverage Department: 餐饮部 Housekeeping Department: 房务部 Front Office: 客务部 Recreation & Entertainment Department: 康体娱乐部 Accounting Department: 财务部 Security Department: 保安部 Human Resources Department: 人力资源部 Sales & Public Relations Department: 营业部 Engineering Department: 工程部 Executive Office: 行政办二、酒店各楼层营业点英文名称：English Names of Business PlotThe first floor：1 楼 Lobby:：大堂 Lobby Lounge: 大堂吧 Coffee Garden: 咖啡厅 Reception: 接待处 Front Office Cashier: 前台收银 Assistant Manager: 大堂副理 Florist: 花店 Concierge: 礼宾部The second floor：2楼 Food street: 食街 Business center: 商务中心 The third floor：3楼 Shopping Arcade: 金色家族国际名品中心 Hair & Beauty Salon: 美容美发中心 Clinic: 医务室The forth floor: 4楼 Cantonese Seafood Restaurant: 鹏程食府The fifth floor: 5楼 Banquet Hall: 宴会厅 International Conference Center: 国际会议中心The sixth floor: 6楼 Bowling Center: 保龄中心 Recreation Lounge: 康乐清吧The seventh floor: 7楼 Dolton Night Club: 通程夜总会The eighth floor: 8楼Sauna & Massage Center: 桑拿按摩中心The ninth floor: 9楼Gym Center: 健身中心Swimming Pool: 游泳池The tenth floor: 10楼Game Center: 棋艺中心From eleventh floor to twentieth floor: 11-20 楼Offices for Rental: 写字楼Twenty-first floor: 21 楼No Smoking Floor: 隔离层From twenty-second floor to forty-second floor: 22-42 楼Guest Room: 客房层 HOTEL CONVERSATION酒 店 情 景 英 语1、 听到或碰到对客人不利的事时： Im sorry to hear that. I hope you are better soon. 听到这个我很遗憾，我希望您很 快会好起来。Im sorry to hear that. Have a good rest. 听到这个我很遗憾，您好好休息一下吧。Im sorry to hear that. Take it easy today. 听到这个我很遗憾， 今天您可别着急。2、 客人碰到意外时（如电梯门碰到他）I hope you did not hurt yourself. 我希望您没有受伤。 Are you hurt? 您伤着没有？Did you hurt yourself? 您伤着了没有？3、 离开客人时：Have a nice day. 祝您今天过得快乐。Have a nice evening. 祝您今晚过得快乐。Have a good weekend. 祝您周末过得好。、当客人要什么东西时：Certainly, sir. If you can excuse me, Ill fetch it. 好的，先生。假如您能允许我离开 的话，我去把它拿来。Yes, sir. Its no problem. 好的，先生。这不成问题。Here you are, sir. 这儿就是，先生。Heres your change, madam. 这是您的找头，夫人。、必须离开客人去拿他们所要的东西时：Just a moment, please, miss. Ill go and get it right away. 小姐，请稍等半晌。我立即 给您拿来。Immediately, madam. 夫人，我立即去拿。Sorry to have kept you waiting. 很抱歉让您久等了。、给客人让路时：After you, madam. 夫人，请。You first, sir. 先生，您先请。、推小车或提重物通过客人身旁时：Excuse me, madam. 请原谅，夫人。Could you please make way, madam? 夫人，可不可以请您让让路？May I come through, please? 请问我可以穿过去吗？通过之后：Thank you, madam. 谢谢您，夫人。、上菜或斟酒时不得不向客人俯下身去或不得不在外宾面前通过时：Excuse me, please. 请原谅。偶尔碰到客人时：I beg your pardon. 请您原谅。、当客人询问是不是可以拿某物时：By all means, sir. Let me help you. 当然可以，先生。让我来帮您。Certainly, madam. Let me help you. 当然可以，夫人。让我来帮您。Yes, sir. Allow me. 是的，先生。请允许我来帮您。Go ahead, please. Youre welcome. 请拿吧，您可以随意使用。、看见客人在搬椅子或包裹需要帮助时：Allow me, madam. 夫人，请允许我帮您。Let me take that, sir. 让我来拿，先生。、当客人送东西给你时：11.1可以接受：Its very kind of you. I dont know how to thank you properly. You really shouldnt have. 您真好。我不知道如何感谢您才好。您真的不必那么客气。11.2婉言谢绝：Thank you. We are not allowed to drink on duty. 谢谢，上班时我们不允许喝酒。Thats very kind, but no, thank you. 您太好了，但是我不能，谢谢您。Thank you very much, but I cant accept. 十分感谢，但是我不能接受。、当中断和客人的交谈时：Excuse me, I must serve that client. 请原谅，我必须去照料那位客人。Im sorry, sir. I must go now. Nice talking with you. 很抱歉，先生，我必须走了。和您 谈话真令人快乐。Will you excuse me, please? 请原谅我。、当外宾对你解释什么事情时：I see. 我明白13.1假如批准他的话：Thats true. 的确这样。 Yes, exactly. 是的，完全如此。 13.2假如对听到的事情感到意外：Really? How interesting！真的吗？多有趣。 Is that so? 是那样的吗？14、 当客人由于自己动作慢、手脚不灵或残疾而感到困窘时：Please take your time, sir. Theres no hurry. 请慢慢来，先生。不用忙。Dont worry, madam. Well see to it. 不必紧张，夫人。我们会料理的。Dont worry, sir. Well clean it up. 不必紧张，先生。我们会把它收拾干净的。15、 当规定客人折回来或请他签字，或要打断他的谈话时：Excuse me, sir. May I have your room number? 请原谅，先生，您的房间号码？Excuse me for interrupting. 请原谅我打扰您了。May I take up a few moments of your time? 我可以占用您一些时间吗？May I speak to you for a moment, madam? 我可以和您谈一会儿话吗，夫人？Would you be so kind as to sign this? 请您在这里签字好吗？16、 人手短缺而外宾需要服务时：Ill be with you in a moment, sir. 我一会儿就来招呼您，先生。Im sorry. I must take each guest by turn, sir. 很抱歉，我必须按先后顺序为客人服务，先生。Ill be with you as soon as possible. 我将尽快来为您服务。17、 当客人提出批评时：Thank you for telling us, madam. It wont happen again. Please accept our apologies. I will let the person in charge now. 谢谢您告诉我们，夫人。这种事情不会再发生，请接受我们的道歉。我会把这件事情向我们主管人员报告的。18、 领路的时候：Please follow me, sir. 先生，请跟我来。Would you please come this way? Its along here. 请您这边走，好吗？那是在这儿。 18.1假如客人有跌倒的危险：Mind (watch) your step, sir. 请当心，先生。/ 走路小心，先生。May I suggest you hold the rail? Its very slippery, sir. 请您扶好扶手。这儿很滑，先生。 18.2当领客人到目的地时： Here we are, room 2208. 2208号房间到了。19、 当服务完离开客人的房间或餐桌时：Will that be all, madam and sir? 就这些吗，夫人，先生？Is there anything else I can do for you? 我还能为您做的别的事吗？Is there anything else I can get for you? 我还能为您拿些别的东西吗？