酒店部门常用术语(力荐).doc

酒店部门常用术语

E.D.P(Electronic Data Processor)电脑部
1． Executive Office行政办公室
2． Human Resources Dept.人力资源部
3． Front Office前厅部
4． Housekeeping Dept.管家部
5． Food & Beverage Dept.餐饮部
6． Recreational Dept.康乐部
7． Financial Dept.财务部
8． Sales Dept.市场营销部
9． Security Dept.保安部
10． Engineering Dept.工程部
11． Waiting list等候名单
12． Average room rate平均房价
13． DND=Do Not Disturb请勿打扰
14． VIP=Very Important Person贵宾
15． Package包价服务
16． No-show订房不到
17． Message留言
18． Cancellation取消
19． Walk-in无预订散客
20． Morning call叫醒服务
21． Complain投诉
22． Over booking超额预订
23． OOO=Out of Order维修房
24． Lost and found 失物招领
25． Room status 房间状态
26． Check in 登记入住
27． Check out 结帐离店
28． Reservation预订
29． Reception接待
30． Operator总机话务员
31． Business centre商务中心
32． DDD=Domestic Direct Dial国内直拨
33． IDD=International Direct Dial国际直
拨
34． LDD=Local Direct Dial市话
35． Suite套房
36． Standard room标准间
37． Double room大床间
38． Mini-bar小酒吧
39． Laundry service洗衣服务
40． Room service送餐服务
41． Menu菜单
42． PA=Public Area公共区域
43． DJ=Disk Jockey音控员
44． Tips=To Insure Prompt Service小费
45． AM=Assistant Manager大堂副理

常用词汇

information desk 问讯处
reception office 接待室
hotel register 旅客登记簿
registration form 登记表
newsstand 售报处
postal service 邮局服务处
shop 小卖部
bar 酒吧间
lounge 休息厅
roof garden 屋顶花园
billiard-room 球房
dining-room, dining hall 餐厅
men's room 男盥洗室
ladies' room 女盥洗室
cloak-room 存衣处
basement 地下室
cellar 地窖
broom closet 杂物室
room number 房间号码
room key 房间钥匙
suite 一套房间
single room 单人房间
double room 双人房间
sitting-room, living-room 起居室
sofa, settee 长沙发
easy chair 安乐椅
armchair 扶手椅
wicker chair 藤椅
folding chair 叠椅
swivel chair 转椅
rocking chair 摇椅
stool 凳子
stool 凳子
bench 条凳
tea table 茶几
desk 书桌
bookcase 书橱
bookshelf 书架
wardrobe 衣柜
built-in wardrobe, closet 壁橱
chest of drawers 五斗橱
screen 屏风
hat rack 帽架
rug 小地毯
carpet 大地毯
single bed 单人床
double bed 双人床
twin beds 成对床
mattress 褥子
quilt 被
blanket 毯子
sheet 床单
bedspread 床罩
cotton terry blanket 毛巾被
pillow 枕头
pillow 枕头
pillowcase 枕套
mat 席
cushion 垫子
bathroom 浴室
bath tub 浴盆
shower bath, shower 淋浴
cold and hot water taps 冷热自来水龙头
sprinkle-nozzle, (shower) nozzle 喷头
dressingtable 梳妆台
mirror 镜子
washbasin 洗脸盆
towel 毛巾
toilet, lavatory, washroom 卫生间
water closet, W.C. 厕所；抽水马桶
toilet roll, toilet paper 卫生纸
bath towel 浴巾
bathrobe 浴衣
towel rail, towel rack 毛巾架
sponge 海绵
waste-paper basket 废纸篓
thermometer 温度计
balcony 阳台
balcony 阳台
sash window 上下开关窗
shutters 百叶窗
transom, transom window 气窗
curtain 窗帘
lace curtain 挑花窗帘
windowsill 窗台
air-conditioned 有空调设备的
radiator 暖气片
central heating 暖气
ashtray 烟灰碟
smoking set 烟具
electric fan 电扇
chandelier, pendant lamp 吊灯
fluorescent lamp 日光灯
desk lamp 台灯
bedside lamp 床头灯
floor lamp 落地灯
wall lamp 壁灯
lampshade 灯罩
bulb holder 灯头
bulb 灯泡
screw-type bulb 罗口灯泡
bayonet-type bulb 卡口灯泡
frosted bulb 磨砂灯泡
opal bulb, opaque bulb 乳白灯泡
switch 开关
socket 插座
plug 插头
telephone 电话
electric iron 电熨斗
peg, hook 衣钩
clothes-hanger 衣架
door-mat 门前的擦鞋棕垫
manager 经理
attendant 服务员
desk clerk 值班服务员
waiter （餐厅）服务员
waitress （餐厅）女服务员
rent 租金
bill 账单

酒店英语口语150句

欢迎和问候语：
1) Good morning(afternoon,
evening),sir(madam).
早上(下午、晚上) 好，先生(夫人) 。
2) How do you do? 您好！(初次
见面)
How do you do ? 您好！
Glad to meet you. 很高兴见到您。
3) How are you? 您好吗？
Fine, thanks. And you? 好的，谢谢。
您呢？
4) Welcome to our hotel (restaurant,
shop). 欢迎您到我们宾馆(餐厅、商店) 来。
5) Wish you a most pleasant stay in our
hotel. 愿您在我们宾馆过得愉快。
6) I hope you will enjoy your stay with
us. 希望您在我们宾馆过得愉快。
(客人刚入店时)
I hope you are enjoying your stay with us .

希望您在我们宾馆过得愉快。
(客人在饭店逗留期间)
I hope you have enjoyed your stay with
us .

希望您在我们宾馆过得愉快。
(客人离店时)
7) Have a good time ! 祝您过
得愉快！
电话用语：
8)***Hotel, Front Desk. Can I help you? ***
大酒店，前厅。您找谁？
9) Sorry , I’ve dialed the wrong
number. 对不起，我拨错号了。
10) May I speak to your General
Manager? 能和你们总经理说话吗？
Speaking. 我就是。
11) Sorry. He is not in at the moment.

对不起，他现在不在。
Would you like to leave a message?

您要留口信吗？
12) Pardon? 对不起，请再说一遍好吗？
I beg your pardon ? 对不起，请再说一
遍好吗？
祝贺语：
13)Congratulations! 祝贺您！
14) Happy birthday! 生日快乐！
15) Happy New Year! 新年快乐！
16) Merry Christmas! 圣诞快乐！
17) Have a nice holiday! 节日快乐！
18) Wish you every success! 祝您成功！
答谢和答应语：
19) Thank you (very much). 谢谢您(非常感
谢) 。
20) Thank you for your advice(information,
子help). 感谢您的忠告(信息、帮助) 。
21) It’s very kind of you .谢谢，您真客
气。
22) You are welcome.不用谢。
23) Not at all. 不用谢。
Don’t mention it.不用谢。
24) It’s my pleasure. 很高兴为您服务。
With pleasure. My pleasure .
25) I am at your service. 乐意为您效劳。
26) Thank you for staying in our hotel. 感
谢您在我们饭店下榻。
道歉语：
27) I’m sorry . 很抱歉。
28) Excuse me.对不起。
29) Oh, is my apologize. 对不起，那是我
的过错。
30) Sorry to have kept you waiting. 对
不起，让您久等了。
31) Sorry to interrupt you. 对不起，打
扰您了。
32) I’m sorry about this. 对此表示歉意。
33) I apologize for this. 我为此道歉。
34) That’s all right. 没关系。
35) Let’s forget it. 算了吧。
征询语：
36) Can(May ) I help you ? 我能帮您什么
吗？
Yes ,please .好的。
37) What can I do for you? 我能为您干点
什么吗？
38) Is there anything I can do for you? 有
什么我能为您效劳的？
39) Just a moment, please. 请稍等一下。
40) May I use your phone? 我能借用您的电
话吗？
Yes, of course. 当然可以。
Certainly.
当然可以。
指路用语：
41) Go upstairs/downstairs 上楼/下楼
42) It’s on the second(third) floor. 在
二(三) 楼
43) Excuse me. Where is the washroom 对
不起，请问盥洗室(电梯) 在哪儿？
(restroom, elevator)
This way, please. 请这边走。
44) Turn left/right. 往左(右) 转。
45) It’s in the lobby near the main
entrance. 在大厅*近大门。
46) It’s in the basement at the end of the
corridor. 在地下室走廊尽头。
提醒用语：
47) Mind(Watch) your step. 请走好。
48) Please be careful. 请当心。
49) Please don’t leave anything
behind. 请别遗忘您的东西.
50) Don’t worry. 别担心。
51) Take it easy. 放心好了。
52) Please don’t smoke here. 请不要在这
里抽烟。
告别语：
53) Goodbye.再见.
54) See you later. 等会见。
55) Good night. 晚安。
56) See you tomorrow. 明天见。
57) Goodbye and thank you for coming. 再
见，谢谢您的光临。
58) Goodbye and hope to see you again. 再
见，希望再见到您。
59) Have a nice trip! 一路平安！
60) Wish you a pleasant journey! Good luck!
祝您旅途愉快！
前厅部
(61) Have you a reservation?您预订过吗？
(62) May I have your name and room number?
您能告诉我您的名字与房间号码吗？
(63) Here is your room key.给您房间钥匙。
(64) Please pay at the cashier’s desk over
there.
请去那边帐台付款。
(65) Are these your baggage? May I take them
for you? 这些是您的行李吗？我来帮您拿，好
吗？
(66) I’m afraid our hotel is fully booked
on that date.对不起，我们饭店那一天的客房全部订满了。
(67) Your room is confirmed for that day.
We look forward to serving you. 您要的那
一日房间已经确认了。我们期待着为您服务。
(68) I’ll cancel Mr. Bell’s reservation
from February 27th for three nights.
我将取消BELL先生从2月27日开始3个晚上
的预订。
我们期待着下一次为您服务。
(69) May I reconfirm your departure date?
我可以再次确认您的离店日期吗？
(70) I’m sorry, madam. We don’t have any
vacancy at the moment.对不起，小姐，我们
现在没有空房间。
(71) How many pieces of luggage do you have?
请问您有几件行李？
(72) Is there anything valuable or
breakable in your bag?
您包里有贵重或易碎物品吗？
(73) You can get your money changed at the
cashier’s Desk.
您可以去收款处兑换钱。
(74) Could you take a message for her,
please?
你能不能为我给她留信口信？
(75) Just a moment, please, sir. I’ll put
you through.
请稍等一下，先生。我马上为您接通。
(76) For outside calls, please press 9
first and when you hear the dialing tone,
press the number you want.
打外线请先按9，听到声响后再按您所要的
号码。
(77) How would you like to make payment, sir.
先生，请问您将如何付款？
(78) Here is your change and receipt, sir.
I’ll send a bellman up to get your luggage.
先生，这是您的找钱和收据。我马上叫行李
员上去取您的行李。
(79) The rate of your room will be paid by
your host unit while the others should be
at your expense..
您的房费将由接待单位支付，而杂费则应由
您自己付。
(80) How many copies do you need?
您要复印几份？
(81) Can you give me your fax number, sir?
请您告诉我您的传真号码好吗？
(82) When can I pick it up?
我什么时间能取？
管家部
(83) Housekeeping. May I come in?
客房服务员，我可以进来吗？
(84) Leave your laundry in the laundry bay
behind the bathroom door.
请把要洗的东西放在浴室门后的洗衣袋中。
(85) I hope I’m not disturbing you.
我希望没有打扰您。
(86) One moment, madam. I’ll bring them to
you right away.
等一会，夫人。我马上送来。
(87) I’ll show you to your room. Would you
come this way?
我带您去您的房间。请这边走好吗？
(88) I’m sorry to disturb you, sir, but we
would like to clean the room. May we do it
now?
对不起，打扰您了，先生。我们想现在打扫
房间，可以吗？
(89) I’m sorry, sir, but could you wait
another 20 minutes, please?
对不起，先生， 但您能再等20分钟吗？
(90) Could you bring me some more towels,
please?
你能不能再给我拿几条毛巾来？
(91) Yes, madam. I’ll bring them to your
room at once.
好的，夫人，我马上给您送来。
(92) The hotel provides free shoe shining
service for its guests.
酒店为住店客人提供免费擦鞋服务。
(93) I’m terribly sorry. I do wish we had
known it earlier.
非常对不起。要是我们早点知道就好了。
(94) There’s something wrong with the
toilet.
抽水马桶出毛病了。
(95) I’ll inform the Engineering
Department right now.
我马上就通知工程部。
(96) Good evening, sir. Your laundry is
ready. Would you see if they are all right?
晚上好，先生。您送洗的衣服洗好了，请您
查看一下是否满意？
(97) Please sign on the laundry list, madam.
小姐，主须送洗衣服单上签字。
(98) Pardon, madam. I’m afraid I don’t
follow.
请原谅，太太，我没有听明白您说什么。
(99) May I know her nationality, British or
American?
我可以知道她的国籍吗，英国人还是美国
人？
(100) When did you lose it?
您什么时候丢失的？
(101) Can you give us details of your…?
请您详细描述一下您的……好吗？
(102) We’ll try everything we can to look
for it for you.
我们将尽一切可能替您寻找失物。
(103) I’m sorry to hear that. Shall we
search the room once again?
听到这件事我深表遗憾，我们在房间里找一
遍好吗？
(104) I’m sorry to hear that. I’ll ask a
repairman to come to your room at once.
很抱歉听您这么说。我马上叫修理工到您房
间来。
餐饮部
(105) Sit down, please. Here is the menu.
May I take your order, sir?
请坐，给您菜单。先生，您要点菜吗？
(106) Would you like to have coffee or tea?
您要喝咖啡还是茶？
(107) Would you like to have some wine with
your dinner?
您用餐时需要喝点酒吗？
(108) Service hours are: 7:00-9:00a.m.for
breakfast…
餐厅供应时间是：早上7点到9点…
(109) Here is the bill. Please sign it.
这是您的帐单，请签字。
(110) What time would you like your table?
您什么时候来用餐。
(111) Would you like to sit by the window?
请问您是否喜欢坐在*窗的位子？
(112) May I suggest that you wait in the bar?
我建议您去酒吧等候，好吗？
(113) Here is your Beggar’s Chicken.
您的叫化子鸡来了。
(114) That’s all for your dishes. If you
want anything else, just call me. Please
enjoy yourself.
您的菜上齐了。如果您还要什么，请叫我。祝
您就餐愉快。
(115) I do apologize for giving you the
wrong soup.
我上错汤了，真抱歉。
(116) How do you like the fish cooked this
way?
您觉得鱼这样烧怎么样？
(117) The buffet is over there, please help
yourself.
自助餐在那边，请随意了取用。
(118) How would you like your eggs?
您喜欢鸡蛋怎样烧？
(119) Our buffet serves rich Chinese and
Western food and also various kinds of
salads, cakes and fruit.
自助餐厅食品丰富，有中式食品、西式食品，
还有各式色拉、糕点和水果。
(120) Room service. Can I help you?
送餐服务。有什么事要我们办吗？
(121) I’m terribly sorry, sir. There is a
mistake on the bill.
太对不起了，先生。帐单上出了一点错。
(122) Please feel free to contact us if you
have any questions or request.
如果有什么问题或要求，请即与我们联系，不
必客气。
(123) There are several ways of paying for
the drinks.
饮料费的收付方法有几种。
(124) The exchange rate today is … for…
RMB.
今天的兑换率是…兑换…人民币。
(125) I’ll need your signature and room
number.
我需要您的签名和您的房号。
销售用语
(126)What kind of rooms(food) would
you like to have ? 您需要什么样的房
间(菜) ？
(127)Here is a brochure of our hotel . 这是介绍我们酒店的小册子。
(128)We’ll give you a 10%(ten percent ) discount . 我们给您九折优惠。
(129)We’ll offer tour guides

complimentary breakfasts . 我们给陪同
提供免费早餐。
(130)We accept your terms .我们接受您
的条件。
公关用语
(131)May I introduce myself ?让我介绍
我自己。
(132)May I present you a little souvenir请接受我们的一点小纪念品。
(133)Let’s drink to our friendship
! 为我们的友谊干杯。
(134)
Let’s propose a toast to the health of our guests !建议为在座客人的健
康干杯。
(135)
Cheers !
干杯！
征求意见用语
(136)
How do you like Chinese food ?
您喜欢中国菜吗？
(137)
What do you think of our service ?
您对我们的服务有什么意见？
(138)
Thank you for your comments(compliment , suggestions).
谢谢您给我们提的意见(赞扬、建议) 。
(139)
I’m afraid it’s against the hotel’s regulations . 这是违反饭店的规章制
度。
(140)
In our hotel we don’t accept tips
. 我们饭店是不收小费的。
It’s our pleasure to serve
our guests well. 我们为客人服务好感
到高兴。
Thank you all the same .
然而，还是要
谢谢您。
(141)
I’m afraid you’ll have to pay for the damage . 您必须赔
偿。
(142) Thank you for
telling us about it . 谢谢您告诉
我们。
I’ll look into the matter
right away . 我马上去处理这事。
(143)
I assure you it won’t happen again . 我保证此类事不会再发生。
(144) Please don’t worry ,sir
(madam) . 先生(夫人) ，请不必担忧。
I’ll send someone up to your room
right away . 我马上派人到您的房间去。
(145)
I can’t guarantee anything ,but I’ll try my best . 我不能保证，但我会尽
力而为。
商场用语
(146)
What can I show you?
您要买什么？
(147) How do you like fashion(color ,
size , design)? 您喜欢这种款式(颜
色、尺寸、图案) 吗？
(148)
The extra large size of this color
is out of stock . 这种颜色的特大
号已经卖完了。
Please try us again tomorrow . 请明天再来看看。
(149)
They are altogether 175(one hundred
and seventy-five)
yuan RMB. You may pay in cash
or with credit card .
共计175元人民币。您可以付现金
也可以用信用卡。
Please pay at the cashier’s
. 请到帐台付款。
(150)
You have made a good choice . 您
真会买东西。
you have very good taste .
您眼力真好。

Checking Out 结帐

Key Sentences（重点句子）

1、 I'd like to pay my bill now．我想现在结账。
2、 Your name and room number，please？请问您的姓名和房间号码？
3、 Have you used any hotel services this morning？请问您今天早晨是否用过旅馆内的服务设施？
4、 Four nights at 90 US dollors each， and here are the meals that you had at the hotel．That makes a total of 665 US
dollars．4个晚上，每晚90美元，加上膳食费，总共是660美元。
5、 Can I pay by credit card？我可以用信用卡支付吗？
6、 Please sign your name here．请您在这里签名。
7、 Excuse me． We're leaving today．I'd like to pay our bills now．劳驾。我们今天要离去了。我希望现在就把账结清。
8、 By the way，I'd like to tell you that the check-out time is 12∶00 noon，sir．先生，顺便告诉您，结账后离开旅馆时
间是12点。
9、 How about the charge for the days you shared the room with your friend？
这几天您的朋友与您同住费用怎么办呢？
10、Please add to my account．请记在我的账里。
11、Have you used any hotel services this morning or had breakfast at the hotel dining room，Mr．Green？格林先生，今
天早晨您是否用过旅馆服务设施，或在旅馆餐厅用过早餐？
12、Yes，my friend and I just had breakfast at the dining room，but we didn't use any services．
是的，我的朋友与我在餐厅刚用过早餐，但是我们没有使用过任何服务设施。
13、The total for the eight days is five hundred sixty yuan and eighty fen．
8天来总计是560元8角。
Dialogue A
A：Good morning，sir．Can I help you？
B：I'd like to pay my bill now．
A：Your name and room number， please？
B：George Wright，Room 706．
A：Yes，Mr．Wright．Have you used any hotel service this morning？
B：No，I haven't used any services．
A：Fine．This is your bill，Mr．Wright．Four nights at 90US dollars each， and here are the meals that you had atthe
hotel．That makes a total of 665 US dollars．
B： Can I pay