ENGLISH礼宾部常用英语.doc

礼宾部常用词汇
部门英语：
总经理 General manager[GM] 大堂副理 Assistant manager[AM] 总监 Director 经理 Manager 主管Supervisor 领班Captain/leader 前厅部Front office department 房务部Room division 市场营销部 Sales&Marketing dept. 工程部 Engineering dept. 餐饮部Food&Beverage dept. 客房部House keeping dept.财务部 Finance dept. 人力资源部Human resource dept.保安部 Security dept. 康乐部 Recreation dept. PA部 Public area
礼宾部英语：
礼宾部 Concierge 门童 Doorman 行李生 Bellman 司机 Driver 导游 Tour guider 行李 Luggage行李箱 Suitcase 手提箱 Briefcase 包Bag 行李牌 Luggage tag 行李寄存牌 Luggage 行李车Luggage trolley 行李房 Store Room 行李架 Luggage rack 行李寄存 Keep \leave 雨伞 Umbrella 贵重物品Valuables易碎品 Fragile objects \Breakable tings 保险箱 safe deposit box自助早餐 Buffet breakfast 洗手间 Toilet / WC/lavatory 火车站 Railway station 超市 Super market商场 Shopping center 纪念品 Souvenirs 香烟 Cigarette 贵宾车服务 Limousine Service五星级酒店 Five-star hotel 电梯 Elevator / Lift 机场 Airport 小费 Tip 接机服务 Pick-up service 送机服务 Drop off service 叫早服务 Morning call 叫醒服务 Wake up service 前台 Front desk 总机 operator 内线 House call 外线 Outside call 国际长途 IDD（international direct dialing ）
国内长途 DDD(direct distance dialing )
商务中心Business center 票务服务Ticket service 扫描 scan 复印 copy 打印 print 翻译 translate 西餐厅 Western restaurant 中餐厅 Chinese restaurant
大堂吧 Lobby bar 医务室 Clinic Room 桑拿 Sauna
按摩 Massage 会议室 Meeting room 宴会厅 banquet room停车场 Parking lot/area 走廊Corridor 宾客服务 Guest service[GS]前台接待 Receptionist楼层服务Housekeeping维修人员 Repairman 换钱 Change money 明信片 Postcard 洗衣 Laundry service 小心轻放 Handle with Care 请勿倒立 Keep Top Side Up
棋牌室 chess 网球 tennis 台球billiard 美发 hair salon 设施设备facility 门锁lock 门闩bolt 总开关 main switch 衣柜 clost 衣架 hanger 行李架 luggage rack 健身中心 fitness center 健身器材 fitness equipment
空调调节器 air-condition control 室内游泳池 In door swimming poor
梳妆台 dressing table 抽屉drawer 镜子 mirror 台灯table lamp 灯罩lamp shade 遥控器 controller 文具夹 stationery holder 窗帘 curtain 玻璃窗 glass 阳台balcony 窗台window 落地灯 stand lamp 烟灰缸ashtray 热水壶thermos bottle 开水 boiled water 冰夹 Ice tongs 冰桶 Ice bucket 漱口杯 gargle cap 茶杯tes cap 玻璃杯glasses cap 咖啡杯coffee cap 茶壶 tea pot 勺子scoop 电热壶 electric kettle
刮胡刀razor 梳子comb 牙刷 tooth brush 香皂soap 牙刷tooth brush 牙膏 tooth paste牙签 tooth stick洗发水shampoo 护发素 conditioner沐浴液 bath gel 润肤露lotion 浴帽shower cap
淋浴花洒shower head 厕纸 toilet paper roll 马桶 closestool 小方巾 hand towel 地巾 bath mat 浴巾bath towel 面巾face towel 脚巾 foot mat 浴缸 bath tub浴袍bath robe 防滑垫non-slip pad 水龙头 tap 拖鞋slipper 健康秤 healthy scale 床头柜 bed side 墙纸 wall paper 地毯 carpet 沙发 sofa 保险箱safe deposit box 冰箱 refrigerator 防毒面具gas mask 手电筒flash light
鞋刷 shoe brush 擦鞋布polishing cloth 鞋篮shoe basket 洗漱盆 wash bason 地毯 carpet 路由器 router
网线 net work cable 剪刀scissors 充电器charge 垃圾桶ashcan
服务指南 hotel directory /hotel service information
电源插座electronic outlet 吹风机hair dryer 开瓶器 bottle opener 电风扇 cooling fan 缝纫工具sewing kit 纽扣button 投影仪video projector 饮料beverage 饼干 biscuit 苏打水 soda water 红酒 wine 矿泉水mineral water 啤酒beer 可口可乐coca cola 雪碧sprite 果粒橙 orange fruit 方便面 instant noodles 购物袋shopping bag
洗衣服务laundry service 加床服务extra beds 租借服务borrowing things 失物招领lost&found 邮政服务post service 保姆服务a baby-sitter service 送餐服务room service 租车服务car rental service
周一至周日
Monday Tuesday Wednesday Thursday Friday
Saturday Sunday
一月至十二月
January February March April May June
July August September October November December

常用句子
Good morning\afternoon\evening,sir\miss\madam,Welcom to our hotel.早上\中午\晚上好，先生\小姐\女士，欢迎光临。
May I help you sir? 我可以帮你吗，先生？
How many pieces of your luggage sir? 你有多少件行李，先生？
Are these your luggage? 这些是您的行李吗？
Is this everything, sir？ 这是全部东西吗，先生？
Let me help you with your luggage.\ Leave it to me.让我来帮您拿吧。 I‘ll show you to the front desk,sir.This way please.让我带您去总台，这边请。
C\I here please,sir. I will take care of your luggage. 先生，这边办理入住手续。我会照看您的行李的。
总台说 --The bellman will show you to your room, sir. 先生，行李生会送您到房间的。
You may leave your luggage in the Concierge. 您可以把行李放在礼宾部。

Would you like to leave your luggage here? 您要寄存行李吗？ We can put your things in the storeroom,sir.我们可以把您的东西放在行李 房，先生
May I have a look at you your room card?我能看一下您的房卡么？
May I have you room key card,sir.请您将房卡交给我。
Thank you 谢谢
It’s on the 9th floor,I will show you to your room.房间在9楼，我带您去您的房间。
This way, please 这边请。
This is western restaurant on the left from 6:30 am to 10:00 am.It is buffet.The bath center is on the right hand.
The lift \ elevator is here,after you please,sir.电梯到了，您先请。
I’ll send the luggage up by another lift. 我乘另一部电梯把行李送上去。
How was your trip ,sir.先生，旅途愉快么？
Is this your first time to our hotel？先生，您第一次到我们酒店么？
We have Chinese restaurant on the 2cd floor, Provide Cantonese cuisine ,hot pot(charfing dish),xinyang local food(xinyang cuisine), shark's fin (鱼翅），bird's-nest (燕窝)，abalone(鲍鱼).The KTV is also on the 2cd floor.The Recreation department is on the 3rd floor including fitness center ,electronic shooting range,chess room,billiard room and table tennis room.
敲门 三声 报名称“bell-service”\HSKPING
Put the lugage on the luggage rack and reconfirm the pes of luggage,introduce the facilities if the guest first time stay.
Is this all the luggage here,sir.先生，请确认所有行李都在吗？
Excuse me,sir,would you like me to open the curtain for you ?
Excuse mesir,would you like me to open the TV for you?\would you like me to introduce the room facilities for you?
Here is the hotel directory,here is the hair-dryer,and is the extension(插线板),there is the remote control for the TV,the mini-bar is here.The hot water flask,ice-cubes.The safe box is here ,laundry bags and laundry lists.
If you need your shoes to be polished,please put them in this backet,housekeeping will take care of them for you.If you need any assistance,please contact us at exten on 3333. you can call the operator,just dial “0”,the HSKP number is2222,That is all,sir,is there anythings else I can do for you? Enjoy your stay with us.good-bey .

Don’t worry, your luggage will be sent up at once. 别担心，您的行李很 快就会送上去的。--Just moment please, sir. I'll bring them to you right away. 等一会儿，先生。我马上送来。
（存行李） May I know your room number? 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 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? 你需要我为你叫一辆出租车吗？
I'm 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。
Is there anything else I can do for you？ 您还有什么事要我做吗？

Here we are, sir, room 1101 先生，1101 房到了。
We can do it for you.我们可以为您服务。

一．对客提问方式
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？
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 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？
When would you like to visit Da Liang? 请问您想要何时参观大良？
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 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)
Good morning, sir. Are you checking-out? 早上好，先生，请问您要退房吗？
Good afternoon, sir. Welcome to XXX Hotel. 中午好，先生，欢迎光临XXX酒店
Good evening, sir. May I help you? 晚上好，先生，请问我能为您服务吗？

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 can’t 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。
6.交给客人某些东西时，可以说
Here you are. 您要的东西在这里。
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？（你能重复一遍吗？）
Pardon me? 对不起？（你能重复一遍吗？）
Sorry? 对不起？（你能重复一遍吗？）
Could you repeat that, please? 请您重复一遍好吗？