酒店基础英语.doc

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饭店基础用语
酒店常用英语150句
(英语C级教材)
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 enjoy 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).Good morning. This is (岗位), (姓名) is speaking. May I help
you?
早上好,这是 部门,我是 .我能帮您什么吗?
9).Sorry, I’ve dialed the wrong number.
对不起,我拨错号了.
10).May I speak to your General Manager?
能和你们的总经理说话吗?
11).Sorry. He is not in at the moment.
对不起,他现在不在.
12).Would you like to leave a message?
您要留口信吗?
13).Pardon? I beg your pardon?
对不起,请再说一遍,好吗?
祝贺语
14).Congratulations! 祝贺您!
15).Happy birthday! 生日快乐!
16).Happy New Year! 新年快乐!
17).Merry Christmas! 圣诞快乐!
18).Have a nice holiday! 节日快乐!
19).Wish you every success! 祝您成功!
20).Drink to your health(success, victory). 为您的健康(成功,胜利)干杯!
答谢和答应语
21).Thank you (very much). 谢谢您(非常感谢).
22).Thank you for your advice (information , help). 感谢您的忠告(信息、帮助).
23).It’s very kind of you. 谢谢,您真客气.
24).You are welcome. 不用谢.
25).Not at all. 不用谢.
Don’t mention it. 不用谢.
26).It’s my pleasure. 非常高兴为您服务.
With pleasure.
My pleasure.
27).I am at your service. 乐意为您效劳.
I’m always at your service.
28).Thank you for staying in our hotel. 感谢您在我们饭店下榻.
29).Thank you for your understanding. 谢谢您的理解.

道歉语
30).I’m sorry. 很抱歉.
I’m very sorry. 非常抱歉.
31).Excuse me. 对不起,劳驾.
32).I’m sorry .It’s my fault. 很抱歉,那是我的错.
33).Sorry to have kept you waiting. 对不起,让您久等了.
34).Sorry to disturb you. 对不起,打扰您了.
35).Excuse me for interrupting . 对不起打断一下.
36).I’m sorry about this. 对此表示歉意.
37).I apologize for this. 我为此道歉.
38).That’s all right. 没关系.
It doesn’t matter.
It’s nothing.
39).Let’s forget it. 算了吧! 甭提了!

征询语
40).Can (May) I help you? 我能帮您什么吗?
Yes, please. 好的.
41).What can I do for you? 我能为您干点什么?
42).Is there anything I can do for you? 有什么能为您效劳的?
43).Please let me know if there is anything else I can do for you.
如果还有其他事我能为您效劳的话,请告诉我.
44).Please wait a moment( minute). 请稍等一下.
Just a moment, please.
45).May I use your phone? 我能借用您的电话吗?
Yes, of course. 当然可以.
Certainly.
指路用语
46).Go upstairs/downstairs. 上楼/下楼.
47).It’s on the second (third) floor. 在二(三)楼.
48).Excuse me. Where is the washroom( restroom)?
对不起,请问洗手间在哪里?
49).Excuse me. Where is the elevator(lift, clinic, restaurant)?
对不起,请问电梯(医务室、餐厅)在哪里?
50).This way, please. 请这边走.
51).After you, please. 您先请.
52).Turn left/right. 往左/往右转.
53).It’s in the lobby near the main entrance. 在大厅靠近大门.
54).Go straight ahead. 一直走.
55).Go down to the lobby. 下楼到大堂.
56).Turn left at the first corner. 在第一个拐角处左转.
57).Sorry, I’m not sure. If you’ll wait a minute, I’ll be glad to find out it for you.
对不起,我不太清楚,请您稍等一会.我去帮您找一下.
提醒用语
58).Watch your step. 请走好!
59).Please be careful. 请当心.
60).Please don’t leave anything behind. 请别遗忘您的东西.
61).Don’t worry. 别担心.
62).Take it easy. 放心好了.
63).Please don’t smoke here. 请不要在这里抽烟.
告别语
64).Goodbye. 再会.
65).See you later. 等会见.
66).Good night. 晚安.
67).See you tomorrow. 明天见.
68).Wish you a good dream! 祝您做个好梦!
69).Goodbye and thank you for coming. 再见,谢谢您的光临.
70).Goodbye and hope to see you again. 再见,希望再见到您.
71).Have a nice trip! 一路平安!
72).Wish you a pleasant journey! Good luck. 祝您路途愉快! 祝您好运!
73).普通个人的称呼
Sir 先生 Madam 夫人/女士 Miss 小姐
74).当知道客人的姓氏时:
Mr. *先生 Mrs. *夫人/女士
75).团体客人的称呼:
Gentlemen 先生们 Ladies 女士们
76).应答客人称呼的语句:
Yes, sir/madam. 是/好,先生/夫人.
77).I’ll be with you in a moment, sir. 我一会儿就回来,先生.
78).当可以满足客人的要求时,应答:
Certainly, sir/madam. 当然可以,先生/夫人.
79).I’ll go and get it right away. 我马上去取.
80).Immediately, sir. 先生,我马上就来.
81).当不能满足客人的要求时,应答:

Sorry, we don’t have .
对不起,我们没有 .
82).自我介绍时:
My name is ,call me any time. I’ll very glad to be of service.
我是 ,随时吩咐我,我乐意效劳.
83).当不能答应客人的要求时:
So sorry we can’t do that. It’s against our rules.
对不起,我不能那样做,它违反酒店规定.
84).当客人由于客气而给你赏物时:
No. Thank you. You’re very kind.
噢,不,谢谢您,您真是太客气了.
或: It’s so kind of you. But no, thank you.
85).当客人客气的与您先说“有个愉快的周末”等时,应回答:
You too. 或The same to you. 祝您一样愉快.
86).当客人因动作缓慢,拙劣而显尴尬时,应安慰客人说:
Please take your time, sir. There’s no hurry.
请慢慢来,先生,不必着急.
87).要打断客人的谈话时,应说:
Excuse me. May I take up a few moments of your time?
对不起,我能占用一下您的时间吗?
88).May I speak to you for a few minutes, sir/madam?
对不起,我能和您说一会话吗?
89).当客人催促您时,应回答:
Sorry to have kept you waiting.
对不起,让您久等了.
90).向客人展示单据等时,应说:
Here is your (bill, menu , key ), sir/madam.
先生/夫人. 这是您的(帐单、菜单、钥匙).
91).接受投诉或批评时,应回答:
Thank you for telling us ,sir/madam. I assure you it won’t happen again.
I’ll speak to our manager about it. Please accept our apology.
先生/夫人.感谢您告诉我们,我保证以后不再发生此事.我会将此事告诉我们
经理的,请接受我们的道歉.
92).当处理错误或过失时,应说:
I’m terribly sorry . There could have been some mistake. I do apologize.
我非常抱歉,这里肯定有一些错误/过失, 我真诚的致歉.
93).I’m sorry. I’ll look into the matter at once.
对不起, 我马上去调查这件事.
94).当你听不懂时, 应说:
I’m sorry. I don’t understand. Could you please speak slowly?
对不起, 我听不懂, 请您说慢点好吗?
95).请客人作某和事情时,应说:
Could you sign here ,please?
请在这里签字好吗?
96).May I ask you to return in 5 minutes, madam?
夫人,请您5分钟后回来好吗?
97).Could I have your room card, sir?
先生,我能看一下您的房卡吗?
98).Please come this way, sir.
先生,请这边走.
销售用语(管理用语)
99).What kind of rooms(food) would you like to have?
您需要什么样的房间? (你想吃什么菜?)
100).Here is a brochure of our hotel and our tariff.
这是介绍我们饭店的小册子和价目表.
101).We’ll give you a 10%(ten percent) discount
我们给您九折优惠.
102).We’ll offer tour guides complimentary breakfast.
我们给陪同提供免费早餐.
103).We accept your terms.
我们接受您的条件.
公关用语
104).May I introduce myself?
让我介绍我自已.
105).May I present you a little souvenir?
请接受我们的一点小纪念品.
106).Let’s drink to our friendship!
为我们的友谊干杯!
107).Cheers! 干杯!
Bottoms!
征求意见用语:
108).How do you like Chinese food?
您喜欢中国菜吗?
109).What do you think of our service?
您对我们的服务有什么意见?
110).Thank you for your comments(compliment, suggestion).
谢谢您给我们提的意见(赞扬, 建议).
111).I’m afraid it’s against the hotel’s regulations.
这是违反饭店规章制度的.
112).In our hotel we don’t accept tips.
我们饭店是不收小费的.
113).I’m afraid you’ll have to pay for the damage.
恐怕您得赔偿.
114).Please don’t worry , sir. I’ll send someone up to your room right away.
先生, 请不必担忧. 我马上派人到您的房间去.
115).I can’t guarantee anything, but I’ll try my best.
我不能保证, 但我会尽力而为.
前厅部常用语:
116). Have you made a reservation , sir?
先生 , 您预定了吗?
117).How many people are there in your party ?
您们一共多少人?
118).We have single rooms , standard rooms and suites. What kind of rooms would
you like?
我们有单人房, 双人房和套房. 您喜欢哪一种?
119).How long will you stay?
您打算住几天?
120.)Would you fill in this form? May I give you a hand?
麻烦您填一下表格, 要我帮忙吗?
121).May I see your passport?
请给我看一下护照.
122).Please sign your name here. Here is your room card and room key.
请在这里签名, 这是您的房卡和钥匙.
123).How are you going to pay, in cash or by credit card?
先生, 您是付现金呢, 还是信用卡?
124).Please pay at the cashier’s desk over there .
请到那边帐台付款.
125).How many pieces of luggage do you have, sir?
先生, 请问多少行李?
126).Are these your luggage ? May I take them for you ?
这是您的行李吗?我来帮您拿, 好吗?
127).May I show you to your room, sir?
先生, 我来带您到房间, 好吗?
128).This is Business Centre.
这是商务中心.
129). I will send a fax to Germany.
我要发一份传真去德国.
130).Yes , sir . Could you tell me the fax number?
先生, 那您能告诉我传真号码吗?
131).Please hold the line a moment , I am putting you through to …
请别挂, 我替您接……
132).Please don’t hung up.
请别挂电话.
133).Could you repeat please?
请您重复一遍好吗?
134). Goood evening , operator, May I help you?
晚上好, 我是接线员. 请问您要哪里?
135). I’d like to be waken up tomorrow morning.
Or: I’d like to have a morning call tomrrow.
明天早上我想要叫醒服务.
136).Certainly, sir. At what time would you like me to call?
好的, 先生. 请问我们什么叫醒您?
管家部常用语:
137).Good morning. Housekeeping. * speaking. May I help you?
早上好, 客房中心, * *在讲话 , 有什么可以帮您吗?
138).Housekeeping. May I come in?
客房服务员, 我可以进来吗?
139). Leave your laundry in the laundry bag behind the bathroom door.
请把要洗的东西放在浴室门后的洗衣袋中.
140).One moment please, madam. I’ll bring them to you right away.
等一会, 夫人. 我马上送来.
141).Excuse me. Sir, Do you have any laundry to wash?
请问您有衣服要洗吗?
142).May I clean your room now, sir?
我现在可以为您做房间吗?
143).May I do the turn down service, madam?
我可以为您做夜床吗?
144).I’ll send a repairman to your room at once.
我马上派维修人员过来.
145).May I repair the …in your room now?
我现在可以进来维修…吗?
餐饮部常用语:
146).Would this table be alright?
请问这张桌子可以吗?
147).Please have a seat , Sir. Here is the menu. May I take your order?
先生, 请坐, 这是菜单, 您要点菜吗?
148).What would you like to have, coffee or tea?
您要喝咖啡还是茶?
149).Would you like to have a drink first, sir?
请问要先来一杯饮料吗, 先生?
150).May I repeat your order , sir?
请问我可以重复您的点菜吗?
151).Your order will be ready in about five minutes.
您点的菜一会儿就好.
152).Would you like Chinese Food or Western Food?
您喜欢用中餐还是西餐?
153).How would you like your steak done?
您的牛排要几成熟?
154).Would you like to order anything else, sir/madam?
请问您还要点其他东西吗, 先生/女士?
155).How about some more beer?
再来些啤酒怎么样?

收银处常用语:
156).How much would you like to change?
请问您要换多少钱?
157).Please write your name, passport number and room number on the slip.
请在单子上写上姓名, 护照号码和房号.
158).Please check it . Keep this exchange memo.
请检查一下并保留好这兑换单.
159).Did you take anything from the mini-bar, sir?
请问先生您使用小酒吧里的食品了吗?

160).Here’s your bill, please check it . Altogether the total is ____ yuan.
这是您的帐单, 请核查, 总计人民币____元.
161).Good bye. Have a nice trip. We all look forward to seeing you again soon.
再见, 旅途愉快, 我们期待着不久再见到您 .

商场常用语:
162).What can I show you ? 您要买什么?
163).How do you like this fashion (color, size, design)?
您喜欢这种款式(颜色, 尺寸, 图案)吗?
164).Please feel free to look around, and do call me if you need anything.
请随便看, 如果需要帮忙请叫我.
165).The extra large size of this color is out of stock.
这种颜色的特大号已经卖完了.
166). You have made a good choice. You have very good taste.
您真会买东西, 您眼力真好.

康乐部常用语:
167). We open from9:00a.m. till 10:00p.m. sir.
我们从早上9点营业到晚上10点.
168).Is it free of charge for in-house guests?
对住店客人是免费的吗?
169). How do you charge for playing billiard balls?
我们想打台球. 收费多少?
170).80 RMB per hour , sir.
先生, 一小时收费人民币80元.
171).Can I sign instead of paying in cash?
我不付现金签单可以吗?
172).I’d like to have massage. 我要按摩.
173).Our massage time is from 8:00p.m. to 11:00p.m.
我们的按摩时间为晚上8:00到11:00时.
174).Would you like massage in your room or in the massage room?
请问您是在房间按摩还是在按摩室.
Part Three
Housekeeping

Unit One dialogue Chamber Service
Making up the Room

C: Housekeeping. May I come in?
G: Come in.
C: Good morning, Mr. Jackson. May I make up your room now?
G: Can you clean the room around 11:30? I’m expecting a friend of mine.
C: Certainly sir.

Dialogue Two
The Turn-down Service

C: Good evening sir and madam. May I do the turn down service for you now?
G: Please. But can you get me a flask of hot water first?
C: Certainly. ……Here it is.
C: … I hope I’m not disturbing you. Good night.
G: The same to you.

Notes to the Text
课文注释

To make up a room 整理房间
Can you clean the room around 11:30?
你能11:30左右打扫房间吗?
I’m expecting a friend of mine.
我在等一位朋友.
Turn down 夜床,做夜床
May I do the turn-down service for you now?
我可以现在为您做夜床服务吗?
But can you get me a flask of hot water first?
但你能否先给我拿一瓶热水?
I hope I’m not disturbing you.
希望没打扰您
The same to you. 也同样祝您.

Dialogue Three
Providing Equipment for Guests

A
C: Good morning , Housekeeping. May I help you?
G: Yes, can you give us two more quilts? We don’t like sleeping with the heater on.
C: I see. May I know your room number, please?
G: 1212.
C: One moment, please. We’llsend them to you right away.

B
G: Hello. Do you have a hair dryer, please?
C: Yes, shall I send it to your room now?
G: Yes, please . My room is 412.
C: One moment ,please….
(She shows the guest how to use the hair-dryer.)
Just plug into the 220V socket, then switch on. The temperature is adjustable.

Notes to the Text
课文注释
to provide 提供
equipment 设备
Yes, can you give us two more quilts?
是的,你能给我们添2条被子?
We don’t like sleeping with the heater on.
我不喜欢开着暖气睡觉.
“with+名词+形容词或介词”说明附带情况.例如:
To sleep with the windows open
开着窗睡觉.
To stand with a gun in hand
手持枪站着
We’llsend