酒店前台英语

酒店前台英语 * 在面对语言不通的外籍人士时，一定要多 加利用手势和肢体语言。但是使用手势时要 特别小心，因为对于不同国家、民族而言，酒店前台英语口语 手势的意义也大不相同。 一(概述 二.基本待客英语 在酒店里所使用的英语会话，基本上是属于 商业英语，与日常生活会话中所使用的英语 (一)在正式的英语表现里，疑问基本句型略有不同，较注重礼节。正式英语通常会让 可分为下列四种: 人误解为极艰深的英语，其实，只要套用一 1. May I ~ 定格式的句子和单词，就可以了。例如: 2. Could you ~ 3. Would you ~ 非正式英语 正式英语 4.Shall I ~? What‘s your name? May I have your name? 只要理解这四种基本的句型，就可以处理大您贵姓, 请问您贵姓大名, 部分业务上的状况。 Do you want some tea? Could you like some tea? 1(自己要做什么事时，就使用May I ~ 您要喝茶吗, 请问您想喝茶吗, Over here, please. Could you come this way please? May I have your name, please? 这边请。 请您往这边走好吗, 请问尊姓大名 * 不要说OK, Sure, Yeah等等，而要说 Certainly, Sir. May I have your check-out time, please? * Hey, uh-huh, Hang on 等等，也不适合在酒 请问您什么时候结帐离开, 店中使用。 * 别说―I don‘t know.‖回答―不知道‖是非常 不礼貌的说法。 May I see your passport, please? 请让我看一下您的护照好吗, 可以说―just a moment, please. I‘ll check that May I know your nationality, please? for you.‖ (请稍候，我来帮您确认)，然后 请问您的国籍是什么, 请有能力处理的人前来协助。 2( 麻烦客人时，可使用Could you ~ * 对男性客人，尊称为Sir; 面对女性客人时 尊称为Ms. Could you fill out the form, please? 请您填写这张表格好吗, 在招呼客人时，最好说―Excuse me, Sir(Ms)‖, 不要直接称呼Mr.或Ms. 至于称呼小孩，可 以直接使用Excuse me，但是不可以直接称 Could you write that down, please? 呼boy或girl. 请您写下来好吗, * 正视对方的眼睛，以显示出你的信心和诚 意。但必须注意，注视对方的眼睛，并不是 Could you draft the fax, please? 无理地盯着对方看。 请您写下传真的草稿好吗, How would you like to settle your bill? 请问您的账单如何处理, Could you hold the line, please? How long would you like to stay? 请不要挂电话好吗, 请问您要逗留多久, 3(询问客人的喜好或是做什么时，可使用How many tickets would you like to buy? Would you ~ 请问您要买几张票, Would you like tea or coffee? 4(在提供建议协助、征求意见时，可使用 请问您要喝茶还是咖啡, Shall I ~ 或Would you like me to do ~? Would you like to take a taxi? Shall I draw the curtains? 请问您要搭计程车吗, 请问需要我把窗帘拉上吗, Would you mind sitting here? 请问您介意坐在这里吗, Shall I draw you a map? 请问要我为您画一张地图吗, ** 只要在疑问词后加―Would you ~‖，就可 以提出大部分的询问。 Shall I make the reservation for you? 请问要我为您安排预约吗, (二)招呼语 When would you like to visit Kunshan? 请问您想要何时参观昆山, When would you like to have lunch? 请问您想在哪里用餐, Good morning. (用于中午以前) What time would you like to eat? Good afternoon. (用于中午至下午六点以前) 请问您想何时用餐, Good evening. (用于下午六点过后) Who would you like to contact? 请问您想和谁联络, 在这些招呼语的后面接句子，例如: Which kind of room would you prefer? 请问您喜欢哪一种房间, Good morning, sir. Are you checking-out? 早上好，先生，请问您要退房吗, Good afternoon, sir. Welcome to LI JIA Hotel. 您久等了，先生。 中午好，先生，欢迎光临丽嘉酒店 I am very sorry to have kept you waiting. Good evening, Ms. May I help you? 晚上好，小姐，请问我能为您服务吗, 很抱歉让您久等了。 后面也可以接上自己酒店名称、部门名称， 如: Could you wait a little longer, please? Good morning, sir. This is the Front Desk. May I help you? 请您稍候好吗, 早上好，先生。这里是服务台，请问您需要 服务吗, 3.要麻烦客人或是拒绝客人的要求时 (三)回答 拒绝客人时，不要一口回绝说―No.‖，要委1.一般性的回答 婉一些。 I see, sir. I am afraid I can‘t do that. 我明白了，先生。 不好意思，我恐怕没办法那样做。 Certainly, sir. Excuse me, sir. Please let me pass. 好的，先生。 不好意思，先生，麻烦让我过一下。 2.请对方再等一会儿 4.道歉 Just a moment, please. 如果是自己的错就说―I am sorry.‖; 如果是 公司的错，就说:―We are sorry.‖。 请稍等。 I am very sorry for the delay. Thank you for waiting. 您要的东西在这里。 很抱歉延误了时间 Here is your room key. I am very sorry for the inconvenience. 这是您的房间钥匙。 Here it is. 很抱歉造成您的不便。 这是您的东西。 I would like to apologize for the mistake. 7( 当客人准备离开时，可以说: 为这个错误我深致歉意。 Have a nice day. 祝您有美好的一天。 5.客人对自己说―Thank you.‖时回答 Please enjoy your stay You are welcome. 祝您住宿愉快。 不客气。 We hope to see you again soon. 希望不久能再次见到您。 Thank you, sir. Thank you for staying with us. 谢谢您，先生。 谢谢光临。 Thank you very much. 8(当客人的英语难以理解时 非常感谢您。 6.交给客人某些东西时，可以说 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Here you are. 提出疑问，或是先向对方说―Just a moment, please.‖, 然后请求他人协助。 Pardon? 问询处，请问您要服务吗? 对不起, 2.打错电话时 Pardon me? 如果是外线打错时，可以回答: 对不起, I am afraid you have the wrong number. 不好意思，您打错电话了。 I beg your pardon? 对不起请再说一遍好吗, This is the LI JIA Hotel, 2234-1156. Could you repeat that, please? 这里是丽嘉酒店，电话是2234-1156。 请您重复一遍好吗, 如果是总线转错内线时，可以回答: 若是不敢肯定对方所说的部分内容时，可以This is Room Reservations. I‘ll transfer your 将不明白的部分重复一遍，如: call to Restaurant Reservations. Excuse me, sir. Do you mean you lost your 这里是客房预约处，我帮您转接到餐厅预约 room key, 柜台。 不好意思，先生，您是说您丢了房间的钥 匙, I am afraid this is a direct line. We can not transfer your call to the Chinese Restaurant 电话英语的应对 Could you dial 2234-1156, please. 不好意思，这是直接电话。我们无法为您转 1( 接电话时不可以简单地回答―Hello‖,而接中式餐厅。请您改拨2234-1156好吗, 应报上自己的公司或所属单位的名称。例 如: 3.当负责的工作人员不在时 ―Hello, this is Information Desk.‖ I am afraid Mr.Lin is out at the moment. He should be back around 5 p.m. 您好，这里是问询处。 不好意思，林先生现在外出。他应该会在下 午5点左右回来。 ―Information Desk speaking. May I help you?‖ 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。请您在线上三(柜台服务 稍侯好吗, B=行李服务员(Bellman) I‘ll tell him to call you back when he returns. C=服务员 (Clerk) 他回来时，我会请他回电。 H=客房服务员(Housekeeping) BC=领班(Bell Captain) May I have your name and phone number, please? G=客人(Guest) 请告诉我您的大名和电话好吗, To the Front Desk. 带客人到柜台 4.当会话结束时 B: Good evening, Ms. Welcome to China-trust 结束电话中的对话时，不可以简单说Hotel. ―bye-bye‖,最好说: 小姐，晚安。欢迎光临中信酒店。 Thank you for calling. G: Thank you. 感谢您的来电。 You are welcome, sir. 谢谢你。 先生，不客气。 B: How many pieces of luggage do you have? We look forward to hearing from you. 请问您有多少件行李, 我们静候您的佳音。 G: Just this three. Please contact me if you have any further 只有这3件。 questions. B: Two suitcases and one bag. Is that right? 如果您有任何其他问，请和我联络。 2个旅行箱和1个手提皮包，这样对吗, G: Yes. That‘s all. 晚上好，普莱丝小姐。 对，就这些了。 4、How are you today ，Mr Brown , B: I‘ll show you to the Front Desk. This way, 你今天好吗,布朗先生。 please. I‘ll put your bags by the post over there. 5、I?m quite well ，thank you. 我来带您到柜台，这边请。我先将您的行李我很好，谢谢你。 放在柱子旁边。 6、Hs good to see you again ，sir(madam) G: I see, thanks. 再次见到你真高兴，先生(小姐) 我知道了，谢谢。 7、Nice to meet you ，sir. 见到你真高兴，先生。 B: A bellman will show you to your room when you have finished checking-in. Titles(称呼) 当您办好住宿登记时，行李服务员会带您到8、Are you Mrs.Best, 房间。 你是贝丝特夫人吗, G: OK. Fine. 9、You must be professor Ford. 好极了。 B : Please enjoy your stay. 你一定是福特教授。 祝您住宿愉快。 Taking a guest to the room 10、May I know your name，sir(madam), 酒店常用英语口语100句 我可以知道你的名字吗,先生(小姐)。 作者:英语培训 来源:职业餐饮网 发布时 间:2009年03月28日 点击数: 4668 【字11、Here?s a letter for you ，Dr white. 体:小 大】 【收藏】 1、Good morning ，sir(madam) 怀特医生，这儿有你的一封信。 早上好，先生(小姐) 12、you?re wanted on the phone，Captain Smith. 2、Good afternoon ，ladies and gentlemen 史密斯船长，有你的电话。 下午好，女士们，先生们。 13、Welcome to our hotel， miss Henry. 3、Good evening ，miss Price 欢迎来到我们酒店，享利小姐。 麻烦你了 14、May I be of service to you，Mr Baker , 25、 It?svry kind of you, 我能为你服务吗,贝克先生, 你真是太好了 15、Can I help you， Ms Blake, 26、 No，thanks. 我能帮你吗,布雷克小姐, 不用了，谢谢～ 16、Would you take the seat ，young lady , Answers to Thanks对感谢语的应答 请坐，小姐， 27、 You?re welcome. Offering Help 主动提出帮助 欢迎你 17、May I help you , 28、 Not at all. 18、Can I help you, 不用谢 我能帮你吗, 29、 That?s all right. 19、What can I do for you , 没关系 我能为你作什么, 30、 Don?t mention it. 20、 May I take your ba for you, 别提了 我可以为你拿你的手提包吗, 31、 It?s my plcasurc. 21、 May I help you with your suitcase, 这是我的荣幸 我能帮你拿你的箱子吗, Expressing welcome 表示欢迎 22、 Would you like me to call a taxi for you , 32、 Welcome ，sir(madam)。 你需要我为你叫一辆出租车吗, 欢迎光临，先生(小姐) 23、 Thank you very much. 33、 Welcome to our hotel ，sir (madam)。 非常感谢 欢迎光临我们酒店，先生(小姐) 24、 Thanks for the trouble . 34、 Welcome to our western restaurant. 欢迎来我们西餐厅 44、It doesn?t matter. 35、We?re glad to have you here. 没关系。 我们很高兴你来到之儿 45、It?s nothing. 36、I?m always at your service ，sir 没什么。 (madam)。 46、Never mind. 随时为你效劳，先生(小姐)。 别放在心上。 Apologies 表示道歉 47、That?s nothing. 37、I?m sorry，sir (madam)。 没什么。 对不起，先生(小姐)。 48、Don?t bother about that. 38、I?m very sorry. 别再想它。 非常抱歉。 49、Don?t worry about it. 39、I?m sorry to trouble you. 别担心。 对不起打扰你了。 40、I?m sorry to have taken so much of your 50、Don?t apologize， It was my fault. time. 别道歉，这是我的错。 对不起占用你太多时间了。 Good wishes(良好祝愿) 41、I?m sorry to have kept you waiting . 51、Have a good time～ 对不起让你久等。 祝你们玩得愉快～ 42、Excuse me for interrupeing you. 52、Have a nice evening～ 原谅我打挠你了。 祝你晚上愉快。 43、I hope you?ll forgive me. 53、Happy Birthday～ 我希望你能原谅我。 生日快乐。 Answers to Apology(对道歉语的应答) 54、Merry Christmas～ I?m 圣诞快乐。 here to meet you . 55、May you succeed 我叫享利，来自金湖酒店，我是来接您的。 祝你成功 65、My name is Irene ，I?m the housekeeping Parting(分手再见) Department waiter. 56、 Good,bye and good luck. 我的名字是艾琳，我是管家部服务员。 再见，祝你好运。 66、I?m the receptionist here ，welcome to our 57、Hope you?ll have a nice trip. hotel. 希望你旅途愉快。 我是这儿的接待员，欢迎来到我们酒店。 58、Wish you a pleasant journey . 67、Reservations ，May I help you , 祝你旅途愉快。 预订部，我能帮你吗, 59、Happy landing. 68、Room service ，May I come in , 祝你安全抵达。 送餐服务，我可以进来吗, 60、Bon voyage. 69、This is Henry Adams speaking. 一帆风顺。 我是享利。亚当斯。 61、Hope to see you again. Affirmative Responses (肯定回答) 希望再次见到你。 70、Surely. 62、Good night. 当然可以。 晚安。 71、Certainly ，sir (madam)。 63、See you Tomorrow. 当然可以，先生(小姐)。 明天见。 72、Yes，sir，(madam)。 Self,Introduction (自我介绍) 是的，先生(小姐)。 64、I?m henry ，I‘m from Golden Lake Hotel， 73、That?s true ，sir (madam)。 是这样的，先生(小姐)。 请拼一下你的名字吗, 74、Very well. 84、What kind of room would you like , 非常好。 你要哪类房间, Negative Responses(否定回答) 85、May I see your passport , 75、No ，sir (madam)。 我可以看你的护照吗, 不，先生(小姐)。 86、May I have your tetephone number , 76、I don?t think so. 我可以知道你的电话号码吗, 我不这样认为。 87、What?s the trouble， sir, 77、Of course not. 你怎么啦,先生。 当然不。 88、Shall I call a doctor for you , 78、I?m afraid that‘s not a good idea. 我为你叫一个医生吗, 恐怕，那个主意不好。 89、Dir you eyoy the play, Useful Questions 常用问句 你喜欢这个节目吗, 79、What do you prefer ，tea or coffee, 90、Do you like this song, 你喜欢什么,茶还是咖啡。 你喜欢这首歌吗, 80、Woulld your please sign here , Useful expressions 惯用表达语 请在这儿签名好吗, 91、Enjoy you breakfast ，sir , 81、A table for two, 请享用你的早餐，先生。 两人的一张台吗, 92、Here is the menu. 82 、How long do you plan to stay , 给你菜谱。 你住多久。 93、The service guide is on the desk. 83、Could you please spell your name , 服务指南在桌面上。 94、The swimmcing pool is over there . (您的)一切都好吗, 游泳池在那边。 5) How are you getting on ( or along ) these days ?这几天过得怎么样, 95、Go ahead ，please. 6) How are you ? (- Fine ,thank you .and you? ) 请接着讲。 您的身体好吗, 96、The line is busy . 7) Glad (nice ) to see you . 线路正忙。 见到您很高兴。 97、You look grest . 8) Welcome to our hotel. 你看上去真棒。 欢迎到我们的酒店来～ 98、Please consult the song list . 9) It‘s nice to meet you again , Mr. Johnson . 再次见到您太好了，约翰逊先生。 请翻阅点歌单。 10) Good –bye.(or bye-bye)再见～ 99、It?s a very touching story. 11) Good night.晚安(晚间告别用) 这是一个非常感人的故事。 12) Have a good rest.祝您休息好～ 100、Without music，the world would be dull. 13) See you later (tomorrow). 如果没有音乐，这世界将会变得很沉闷。 以后(明天)见～ 酒店常用英语(一) 作者:英语培训 来源:职业餐饮网 发布时14) Hope to see you again soon. 间:2009年03月28日 点击数: 1792 【字 体:小 大】 【收藏】 希望不久再见到您～ Part one : general expressions 15) Have a good time. 1) Good morning (afternoon ,evening),sir (madam).早上好(下午、晚上好)，好，先祝您过得愉快～ 生(夫人) 客房用品英文一览表 2) How do you do? (-- how do you do ?)您好～ 作者:英语培训 来源:职业餐饮网 发布时 间:2009年03月25日 点击数: 1897 【字3) Hello (or hi )!您好～ 体:小 大】 【收藏】 住宿篇1 前台: 4) How is everything (with you )? company 陪伴，同伴 single room 单人房 double room 双人房 intend 想要，打算 客 welcome to 欢迎到来 bellboy 行李员， party (参加共同活动的)一批，一组，一旅客服务员 组人 date 日期，日子 kind 种，类 bath 浴室 shower 淋浴 suite (一套)房间 deluxe 豪华的 客房用品英文一览表 presidential 总统的，总统职务的 available 可用的，合用的，可得到的，可到 达的 doorbell fully 完全地，彻底地 name 名字，姓，姓 名，名称 门铃 address 地址 the phone number 电话号码 be able to 能，会 trash can guarantee 保证，担保，包，管 occupancy 占 有，占用 peak 最高的，高峰的 垃圾桶 arrival 到来，到达 socket departure 启程，离开，出发 book 预定， 定 插座 hotel 旅馆 offer 提出，提供 discount 折扣 vacancy 空，空房间 solid 全部地 be full up 全满 include 包括，cat‘s eye 包含 major 较大范围的，主要的 international 国际的，世界的 provide with 猫眼 提供 mini-bar 小冰柜 sort 种类，类别 price 价sheet 格，价钱 dollar 美元 service 服务，服侍 of course 床单 当然 rate 价格，费用 tax extra 另加税金 look forward to 期待，希clothesline 望 receive 接待，接见，欢迎 guest 旅客，宿晾衣绳 镜子 safety chain pillow 防盗链 枕头 quilt baggage rack 被子 行李架 receiver closet 接收器 衣柜 switch pillowcase 开关 枕套 guilt cover plug 被套 插头 laundry form clothes hanger 洗衣单 衣架 mirror facial tissues 纸巾 熨斗 ice cubes blanket 冰块 毛毯 protective mask note 防毒面具 便签 facial tissues box mattress 纸巾盒 床垫 ice pail bathrobe 冰桶 浴袍 laundry bag shoe-brush 洗衣袋 鞋擦 telephone shampoo 电话 洗发液 flat iron slippers 拖鞋 浴室 bedside table cotton swab 床头柜 棉签 foam bath desk lamp 沐浴液 台灯 air conditioner toilet 空调 卫生间 glass weigh bridge 玻璃 地秤 exhaust fan drawer 换气扇 抽屉 desk washbowl 书桌 洗脸盆 bathroom watering can 水壶 针线包 hotel services guide tooth brush 饭店服务指南 牙刷 water tap power 水龙头 电源 handicraft envelop 品 信封 remote controller tooth paste 遥控器 牙膏 serving tray mineral water 托盘 矿泉水 button letter paper 按钮 信纸 sewing kit shower cap 浴帽 窗户 instant noodles magazine 碗面 杂志 hair dryer soap dish 吹风机 皂托 soap tea table 香皂 茶几 curtain network cable 窗帘 网线 yellow page glass cup 黄页 玻璃杯 comb ashtray 梳子 烟缸 window mouse pad toilet paper 鼠标垫 手纸 razor light bulb 剃须刀 电灯泡 match chair 火柴 椅子 wall lamp towel 壁灯 毛巾 stool 马桶 refrigerator carpet 冰箱 地毯 bath towel 浴巾 TV 电视 beer 体:小 大】 【收藏】 Settling complaints 处理投诉 啤酒 来源: 日期:2006年01月04日 20:36:45 阅读 11924 次 作者: Key Sentences(重点句子) bathtub 128(Can you change the room for me, It's too noisy( 能给我换个房间吗,这儿太吵了。 浴缸 129(My wife was woken up several times by the noise the baggage elevator made( 我妻子被运送行李的电梯发出的嘈杂声弄 醒了几次。 130(She said it was too much for her( 她说这使她难以忍受。 coke cola 131(I'm awfully sorry，sir( 非常对不起，先生。 132(I do apologize( 可口可乐 我向您道歉。 133(No problem，sir( 没问题，先生。 bath mat 134(We'll manage it，but we don't have any spare room today( 我们会尽力办到，但是今天我们没有空余房防滑垫 间。 135(Could you wait till tomorrow, 等到明天好吗, 136(I hope we'll be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep( seven-up 我希望明天晚上我们能呆在一套安静的房 间里睡个好觉。 137(And if there is anything more you need， 七喜 please let us know( 如果还需要别的什么东西，请告诉我们。 138(The light in this room is too dim( flower vase 这房间里的灯光太暗了。 139(Please get me a brighter one( 请给我换个亮的。 花瓶 140(Certainly，sir(I'll be back right away( 好的，先生，我马上就回来。 141(The room is too cold for me(I feel rather 酒店处理投诉英语 cold when I sleep( 作者:英语培训 来源:职业餐饮网 发布时这房间太冷了，我睡觉时感到很冷。 间:2009年03月25日 点击数: 1428 【字 Dialogue A off，ma'am( A guest(B) wants to change a room(He goes B:Maybe I'm getting a cold( to the assistant manager(A) A:Would you like an extra blanket, A:Good morning，sir(What can I do for B:OK(And would you please get me some you, hot water，too,I think I need to take some B:I'm Bell(I'm in Room 908(Can you change medicine( the room for me,It's too noisy(My wife was A: Certainly，ma'am(I'll be right back…here woken up several times by the noise the is a blanket，and hot water for you(Anything baggage elevator made(She said it was too else, much for her( B:No，thanks( A:I'm awfully sorry，sir(I do A:Good night，ma，am( apologize(Room 908 is at the end of the corridor(It's possible that the noise is heard Words and Expressions early in the morning when all is quiet( elevator n(电梯 B:Anyhow，I'd like to change our room( corridor n(走廊，回廊 A:No problem，sir(We'll manage it，but we delegation n(代表团 don't have any spare room today(Could you extra a(额外的，外加的 wait till tomorrow,The American blanket n(羊毛毯，毯子，毛毡 People-to-people Education Delegation will be leaving tomorrow morning(There'll be 酒店前台接待常用英语 some rooms for you to choose from( 作者:酒店英语 来源:职业餐饮网 发布时B:All right(I hope we'll be able to enjoy our 间:2009年03月15日 点击数: 2684 【字stay in a quiet suite tomorrow evening and 体:小 大】 【收藏】 have a sound sleep( 基本待客英语 A:Be sure(I'll make a note of that(Everything will be taken care of(And if there is anything (一)在正式的英语表现里，疑问基本句型more you need，please let us know( 可分为下列四种: Dialogue B A:Good evening，ma'am(Did you ring for 1. May I ~ service,What can I do for you, B:Yes(The light in this room is too dim(Please get me a brighter one( 2. Could you ~ A:Certainly，sir(I'll be back right away…Do you mind if I move your things, B:Oh，no(Go ahead( 3. Would you ~ A:Thank you…How is the light now, B:It's much better now(Thank you( 4.Shall I ~? A:You're welcome(And if you need any other things，please let us know( B:Ah，yes，the room is too cold for me(I feel 只要理解这四种基本的句型，就可以处理大rather cold when I sleep(Can you turn off the 部分业务上的状况。 air-conditioning, A:(Checks)The air-conditioning is already 1(自己要做什么事时，就使用May I ~ May I have your name, please? ** 只要在疑问词后加―Would you ~‖，就可 请问尊姓大名 以提出大部分的询问。 May I have your check-out time, please? 请问您什么时候结帐离开, When would you like to visit Foshan? 请问您想要何时参观佛山, May I see your passport, please? 请让我看一下您的护照好吗, When would you like to have lunch? 请问您想在哪里用餐, May I know your nationality, please? 请问您的国籍是什么, What time would you like to eat? 2( 麻烦客人时，可使用Could you ~ 请问您想何时用餐, Could you fill out the form, please? 请您填写这张表格好吗, Who would you like to contact? 请问您想和谁联络, Could you write that down, please? 请您写下来好吗, Which kind of room would you prefer? 请问您喜欢哪一种房间, Could you draft the fax, please? 请您写下传真的草稿好吗, How would you like to settle your bill? 请问您的账单如何处理, Could you hold the line, please? 请不要挂电话好吗, How long would you like to stay? 3(询问客人的喜好或是做什么时，可使用请问您要逗留多久, Would you ~ Would you like tea or coffee? How many tickets would you like to buy? 请问您要喝茶还是咖啡, 请问您要买几张票, Would you like to take a taxi? 请问您要搭计程车吗, 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 ~? Would you mind sitting here? 请问您介意坐在这里吗, Shall I draw the curtains? May I help you? 请问需要我把窗帘拉上吗, 早上好，先生。这里是服务台，请问您需要 服务吗, Shall I draw you a map? 请问要我为您画一张地图吗, (三)回答 Shall I make the reservation for you? 请问要我为您安排预约吗, 1.一般性的回答 (二)招呼语 I see, sir. 我明白了，先生。 Good morning. (用于中午以前) Certainly, sir. Good afternoon. (用于中午至下午六点以前) 好的，先生。 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? 2.请对方再等一会儿 早上好，先生，请问您要退房吗, Just a moment, please. Good afternoon, sir. Welcome to FOSHAN Electrcical Hotel. 中午好，先生，欢迎光临佛山电子宾馆 请稍等。 Good evening, Ms. May I help you? Thank you for waiting. 晚上好，小姐，请问我能为您服务吗, 您久等了，先生。 后面也可以接上自己酒店名称、部门名称， 如: I am very sorry to have kept you waiting. Good morning, sir. This is the Front Desk. 希望不久能再次见到您。 很抱歉让您久等了。 Thank you for staying with us. Could you wait a little longer, please? 谢谢光临。 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8(当客人的英语难以理解时 婉一些。 I am afraid I can‘t do that. 不好意思，我恐怕没办法那样做。 面对客人的疑问，不要只是一味地傻笑，或Excuse me, sir. Please let me pass. 是一直说Yes, Yes.如果听不懂事，要向客人不好意思，先生，麻烦让我过一下。 提出疑问，或是先向对方说―Just a moment, 4.道歉 please.‖, 然后请求他人协助。 如果是自己的错就说―I am sorry.‖; 如果是 公司的错，就说:―We are sorry.‖。 Pardon? I am very sorry for the delay. 很抱歉延误了时间 对不起, I am very sorry for the inconvenience. 很抱歉造成您的不便。 I would like to apologize for the mistake. Pardon me? 为这个错误我深致歉意。 5.客人对自己说―Thank you.‖时回答 对不起, You are welcome 不客气。 Thank you, sir. I beg your pardon? 谢谢您，先生。 Thank you very much. 对不起请再说一遍好吗, 非常感谢您。 6.交给客人某些东西时，可以说 Could you repeat that, please? Here you are. 您要的东西在这里。 Here is your room key. 请您重复一遍好吗, 这是您的房间钥匙。 Here it is. 若是不敢肯定对方所说的部分内容时，可以这是您的东西。 将不明白的部分重复一遍，如: 7( 当客人准备离开时，可以说: Have a nice day. Excuse me, sir. Do you mean you lost your 祝您有美好的一天。 room key, Please enjoy your stay 祝您住宿愉快。 不好意思，先生，您是说您丢了房间的钥We hope to see you again soon. 匙, 电话英语的应对 should be back around 5 p.m. 不好意思，林先生现在外出。他应该会在下1( 接电话时不可以简单地回答―Hello‖,而午5点左右回来。 应报上自己的公司或所属单位的名称。例 如: I am afraid Mr.Hao is on another line. Could ―Hello, this is Information Desk.‖ you hold the line, please? 您好，这里是问询处。 不好意思，郝先生正在讲电话。请您在线上 稍侯好吗, ―Information Desk speaking. May I help you?‖ I‘ll tell him to call you back when he returns. 问询处，请问您要服务吗? 他回来时，我会请他回电。 2.打错电话时 May I have your name and phone number, please? 如果是外线打错时，可以回答: 请告诉我您的大名和电话好吗, I am afraid you have the wrong number. 不好意思，您打错电话了。 4.当会话结束时 结束电话中的对话时，不可以简单说This is the FOSHAN Electrcical Hotel, ―bye-bye‖,最好说: 这里是佛山电子宾馆. Thank you for calling. 如果是总线转错内线时，可以回答: 感谢您的来电。 This is Room Reservations. I‘ll transfer your call to Restaurant Reservations. You are welcome, sir. 这里是客房预约处，我帮您转接到餐厅预约先生，不客气。 柜台。 We look forward to hearing from you. 3.当负责的工作人员不在时 我们静候您的佳音。 I am afraid Mr.Lin is out at the moment. He Please contact me if you have any further questions. G: Just this three. 如果您有任何其他问题，请和我联络。 只有这3件。 B: Two suitcases and one bag. Is that right? 三(柜台服务 2个旅行箱和1个手提皮包，这样对吗, B=行李服务员(Bellman) C=服务员 (Clerk) G: Yes. That‘s all. H=客房服务员(Housekeeping) 对，就这些了。 BC=领班(Bell Captain) B: I‘ll show you to the Front Desk. This way, G=客人(Guest) please. I‘ll 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。 To the Front Desk. G: I see, thanks. 带客人到柜台 我知道了，谢谢。 B: Good evening, Ms. Welcome to FOSHAN B: A bellman will show you to your room Electrcical Hotel. when you have finished checking-in. 小姐，晚安。欢迎光临佛山电子宾馆。 当您办好住宿登记时，行李服务员会带您到 房间。 G: Thank you. G: OK. Fine. 谢谢你。 好极了。 B: How many pieces of luggage do you have? B: Please enjoy your stay. 请问您有多少件行李, 祝您住宿愉快。 Taking a guest to the room 10( What is the rate， please,请问房费多 少, 前台接待的英语 作者:酒店英语 来源:职业餐饮网 发布时11(The current rate is, 50 per night(现行间:2009年03月15日 点击数: 1344 【字房费是50美元一天。 体:小 大】 【收藏】 酒店前厅接待常用的27句英语口语～ 12( What services come with that,这个价 格包括哪些服务项目呢, 1(I'd like to book a double room for Tuesday next week(下周二我想订一个双人房间。 13(That sounds not bad at all( I'll take it(听 起来还不错。这个房间我要了。 2(What's the price difference,两种房间的价 格有什么不同, 14( By the way， I'd 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3(A double room with a front view is 140 安静房间。 dollars per night，one with a rear view is 115 dollars per night(一间双人房朝阳面的每晚15(Welcome to our hotel(欢迎光临。 140美元，背阴面的每晚115美元。 16(So you have got altogether four pieces of 4(I think I'll take the one with a front view baggage,您一共带了4件行李，是不是, then(我想我还是要阳面的吧。 17( Let me have a check again(让我再看一5(How long will you be staying,您打算住下。 多久, 18(The Reception Desk is straight ahead(接6(We'll be leaving Sunday morning(我们将待处就在前面。 在星期天上午离开。 19(After you， please(你先请。 7(And we look forward to seeing you next Tuesday(我们盼望下周二见到您。 20(Excuse me， where can I buy some cigarettes,劳驾。我到哪儿可买到香烟, 8(I'd like to book a single room with bath from the after-noon of October 4 to the 21(There is a shop on the ground floor(一楼morning of October 10(我想订一个带洗澡间有个商店。 的单人房间，10月4日下午到10月10日上 午用。 22(It sells both Chinese and foreign cigarettes(在那儿可买到中国香烟和外国香9(We do have a single room available for 烟。 those dates( 23(Can I also get some souvenirs there,也可我们确实有一个单间，在这段时间可以用。 以买到纪念品吗, 24(There is a counter selling all kinds of MR HUSSEIN: I have an appointment with souvenirs(有个柜台出售各种各样的纪念the Sales Manager at 11: 30. 品。 ROSE: May I have your name, please, 25(Excuse me，where is the restaurant,劳 驾，请问饭厅在哪儿, MR HUSSEIN: Hussein. Omar Hussein. I'm from the Gulf Trading Company. 26(We have Chinese restaurant and a western ,style restaurant(Which one do you prefer,ROSE: Let me see…… Ah yes, Mr 我们有中餐厅和西餐厅，你愿意去哪个, Hussein.Please take a seat, Mr Hussein. I'll tell the Manager's Secretary you are here. 27(I'd like to try some Chinese food today(今 天我想尝尝中国菜。 (DIALS) 前台接待英语怎么说 MARIA: Mr Shelli's Office. 许多规模比较大的公司都有一个接待员，我ROSE: Hello Maria, this is Reception. Mr 们通常叫前台。T Omar Hussein is here. He has an appointment with Mr Shelli at 11.30. he work of a receptionist is interesting and varied. MARIA: Mr Omar Hussein, 前台的活可是不少。 ROSE: Yes, he's from the Gulf Trading Company. The work is also important because the receptionist is the first person visitors see MARIA: Oh, yes, that's right. I'll come and when they come to a firm. So the receptionist fetch him now. gives them the first idea of the firm. ROSE: Thanks. (REPLACES PHONE) Mr 我们来看看Rose 这位前台是怎样接待来访Shelli's secretary is coming down now. 客人的吧。 MR HUSSEIN: Thank you. Rose is a receptionist at Modern Office limited. In this part Rose will speak to Mr. MARIA: Mr Hussein, Hussein, who has an appointment with the Sales Manager Mr. Shelli at 11:30. MR HUSSEIN: Yes, that's right. ROSE: Good morning. Can I help you, MARIA: I'm the Sales Manager's secretary. Please come this way. I'll take you to his MR HUSSEIN: Good morning. Is this office. Modern Office Ltd., ROSE: Yes it is. 一般的访客都是提前有预约的。但也有些没 有预约的―不速之客‖。这个时候前台应该怎 样接待这些客人呢,我们看看Rose 是怎么ROSE: It's nearly 12: 00. 做的吧～ MR LI: Oh that's fine. I'll wait. The second visitor is Mr Li. He has not an appointment, but he wants to see Mr Shelli. ROSE: (TO MARIA) Maria, Mr Li will wait. MR LI: Good morning. MR LI: Right. I'll fetch him when Mr Shelli's ROSE: Good morning. Oh, Mr Li. How are free. you, ' ROSE: Thanks. (REPLACES PHONE) MR LI: I'm fine, thanks, and you, (TO MR LI) She'll come and fetch you later. ROSE: Oh, busy as usual. Do you want to see Mr Shelli, MR LI: Thank you. MR LI: Yes, please. ROSE: where are you staying, Mr Li, ROSE: Have you an appointment, MR LI: At the Plaza. ROSE: The Plaza, MR LI: Er…… No, I haven't. You see, I only arrived in the country this morning. MR LI: Yes, I usually stay there. ROSE: Well, I know he's busy at the moment 前厅专用英语 but I'll ask his secretary when he'll be free. Please sit down. 1、 ACCOMMLDATION 特指留宿的有关 房间的种类及位置 MR LI: Thank you. (DIALS) 2、 ADJOINING ROOM(邻近房)指两间 房间连在一起 MARIA: Mr Shelli's office. 3、 ADVANCE DEPOSIT(订金)客人为了 确保能有房间而提前支付给公司的一笔押ROSE: Oh, hello Maria. It's reception again. 金 I have Mr Li here. He hasn't an appointment 4、 ADVANCE PAYMENT按照公司财务规but he'd like to see Mr Shelli. When will he be 定和有关规定，要求客人预先支付房费和可free, 能的其它费用 5、 AMENITY公司免费向住店客人提供的MARIA: Let me see …… Well, Hmmm, he'll 一些礼品，如水果、鲜花或饮品等 be free about 12.30. Can Mr Li wait, 6、 ARRIVAL指客人入住酒店的抵达日期 7、 AVERAGE ROOM RATE指所有住房的ROSE: Mr Shelli will be free about half past 平均价格，它是前台的一个常用术语即ARR twelve. Can you wait, 8、 BILLING INSTRUCTION指非常详细的 向客人收款的指令，如房费怎样付 MR LI: What's the time now, 9、 BLOCK(预先锁房)指为了把某间房 能够保留下来，而提前把此房间在某日锁起29、 LOG BOOK记事本指本部门之间员工来 沟通的记录本，记录一天来任何需要通知的10、 CANCELLATION(取消)指客人取消各种事情 订房 30、 NET RATE(净价)指不含服务费的各11、 CHECK IN指客人登记入住酒店 种价格 12、 CHECK OUT指客人结帐离开酒店 31、 OUT OF ORDER(坏房)指因需要装13、 CONNECTING指两间房中有一扇门连修或进行大装修而不能出售的房间 通起来的房间 32、 PACKAGE(包价)指一种包含房费、14、 CONFIRMATION(确认)指公司发给餐费或其它费用的价格 客人的一种十分详细的订房书面，承认33、 PERMANENT ROOM(长包房)有两客人在将来的某 一天有权居住在本酒店 面的做做含意:A客人长期居住，B客人用15、 CORPORATE RATE(公司价)指作长期办公室 与酒店有协议而提供给公司的客人的房间34、 RACK RATE(门市价)酒店公开的门价格，这类价格通 常为特别价，且保密 市价(指房间) 16、 CREDIT CARD(信用卡)指由银行签35、 REGISTER(登记)指把一个客人变发一种可以作为交易的卡片，代替现金支付成为住店客人的过程 的凭证 36、 REGISTRATION CARD:登记卡 指客17、 DEPARTURE指客人结帐离开的日期 人入住酒店所必须填写的表格，通常包含以18、 DOUBLE SALE/DOUBLE CHECK IN下内容:名字、入住日期、房价等 (双重出售)指两个没有关系的客人，被错37、 ROOM CHANGE(转房)指客人从一误地安排入住同一房间 个房间搬到另一个房间 19、 DUE OUT(该走未走)指某个房间应38、 ROOM RATE指特别给予一房间而定该是空房，但到了中午十二点以后，客人仍下来的收费标准 没退租 39、 ROOM TYPE房间种类 20、 EARLY ARRIVAL(提前抵达)在下午40、 SHARE WITH(同住)指两个客人同两点以前到达酒店办理入住手续的客人 住一间房 21、 EXTENSION(续住)经过批准后的客41、 TRAVEL AGENT(旅行社)指专门负人延长居住 责代办客人旅游，住房的机构 22、 EXTSION BAD加床，一般应收费 42、 UPGRADE(升级)指基于某些方面的23、 FORCAST(预报)预先计算日后某一原因，公司安排客人住高一档价格的房间，段时间的住房或其它计划 而仅收原来的价格 24、 GUEST FOLIO(客人帐单)指客人在43、 VACANT ROOM(空房)房间空的，酒店内消费的详细反映 且能马上出租的 25、 HOUSE USE ROOM(酒店自用房)它44、 VIP(贵宾)即VERY IMPORTANT 通常包括三方面的内容，A内部员工短期或PERSON，由酒店规定的给予特别照顾的客长期使用客房，B客房短期用作仓库，C客人 房用作办公室 45、 VOUCHER(凭证)通常指由旅行社26、 HOUSEKEEPING(客房部)指负责清发出的用于支付房间费用的收款凭证 扫公共区域和客人房间卫生的部门 46、 WALK-IN(步行者)客人进入酒店要27、 HOUSEKEEPING REPORT客房部报求房间，但没有订过房 表，指由客房部员工所做的人工检查出来的47、 FIT即FREE INDEPENDENT 有关客房使用状态的报告，通常一天做三次 TRAVELLER散客 28、 JOIN IN指该房已有一个居住，后来又48、 GIT即GROUP INDEPENDENT 加进一个 TRAVELLERS团体 49、 BANQUET指大型的，正式的宴会 房间有两张小床 50、 COLLECT CALL(对方付费电话)指69、 GUARANTIED(保证)指客人以预付由受话人付款的一种形式 定金或本公司函电确认订房，无论客人是否51、 CITY LEDGER(挂帐)指客人使用完到店都要保留订房，而无论是否入住都要付酒店各种设施，但并不直接付款，而通过记房费 帐以后一起计算 70、 DISCOUNT(折扣)指为争取更多的52、 DOUBLE LOCK双锁 给双重锁住，客人而给予的折扣 使一般钥匙不能打开 71、 LATE CHECK OUT 指客人要求延迟ETA即ESTIMATED TIME OF ARRIVAL，退房时间，一般会加收半日房租。 估计的到达时间 72、 LINK WITH 指几间房同为一个集体的53、 TED即ESTIMATED TIME OF 客人，相互之间有联系。 DEPARTURE，估计的离开时间 73、 PAY BY指一间房的房费或其他费用由54、 LOST,FOUND失物招领 通指客房部外房间客人支付。 员工负责保管的所有住店客人遗留下来的74、 PAY FOR 指一间房的客人付另外房间各种物品 客人的房费或其他费用。 55、 LATE ARRIVAL迟到 指客人超过6:75、 TRANSFER 转帐，指一个帐号的部分00PM还没有到达的房间 或全部费用转到另外一个帐号之中。 酒店56、 LATE CHARGE指那些客人离店后才英语前厅常用英语 发现未付的各种必须要收的钱 作者:培训部 来源:职业餐饮网 发布时间:57、 MASTER ACCOUNTS(总帐)特指为2009年02月19日 点击数: 1754 【字体:团体客人而设的帐单 小 大】 【收藏】 58、 MTD即MONTH TO DATE 指当月累前厅服务英语常用口语 计总数 Page 1 59、 MORNING CALL(叫早)指清晨的叫Welcome to our hotel. 欢迎光临。 醒服务 60、 NO-SHOW(没到客人)指确认好的订Can I help you?我能帮你忙吗, 房没有经过取消而没来 61、 ROOM STATUS房态 指客房部规定的What kind of room would you like, sir?先生，关于房间使用状况的含义，VC--VACANT您要什么样的房间, ,CLEAN OC--COOUPIED,CLEAN OD—OCCUPIED,DIRTY Please wait a moment. I have to check if there 62、 SKIPPER(逃帐)指客人没有付帐就is a room available.请稍等，我查一下有没有离开酒店 空房。 Enjoy your stay with us.希望您在我们63、 SUITE(套房)指由两个以上房间组这里住的愉快。 成的房间 64、 TURN—DOWN SERVICE指由客房部May I know your name and your room 员工为每个住房而做的开床服务 number, please?我可以知道您的名字和房间65、 DAY USE(白天使用的房)指客人使号码吗, 用不超过6:00PM 66、 DND(请勿打扰)即DO NOT Excuse me ,sir, could you spell your name?请DISTURB，指客人不希望别人打扰 问您的名字如何拼写, 67、 DOUBLE BED ROOM(双人房)有一 张大床的房间 Here‘s your room key.这是你的房间钥匙。 68、 TWIN BED ROOM(双人房)指一个 I‘m sorry to keep you waiting, sir. What can I RMB. please?麻烦你替我将美圆兑成人民币 do for you? 好吗, 先生，对不起，让您久等了。我能为您做点 什么吗, The rates of exchange are on the board, sir.先 生，请参考告示牌的外币兑换价。 Please wait your turn.请排队等候。 I‘m sorry but We do not exchange Hong Kong May I known your name, please?请问贵姓大dollars into Japanese yen. 名。(不认识客人时用) 对不起，我们不能将港币换成日元。 I‘m sorry, sir. Our hotel rooms are all booked Please could I see your passport or other at this moment. We have no vacancy. identification, madam? 对不起，先生。我们已经客满，没有空房间。 小姐，请出示你的护照或其它身份证明文 件。 Don‘t mention it. My pleasure.请不要客气，Be sure to keep it. 请好好保存。 我乐意效劳。 Please check it. 请点一下。 Have a good rest, sir.先生，请好好休息。 第二章 前台接待 Good morning, sir. Can I be of service to you? Have you a reservation, 您预定过了 早安，先生。 我可否为你效劳, 吗, A moment, please. I will be with you as soon 2.The bellman will show you the way to the as possible.请稍等片刻。我将尽快帮你办。 banquet hall. 行李员将领您去宴会厅 Can I have your name and room number, 4.Would you please complete this registration please?请告诉我您的名字及房间号码, form? 请填写这张登记表 Here is your bill, sir.先生，这是您的帐单。 5.Could you sign your name.please? 请签 上您的姓名 Please wait a moment while I calculate your bill.请稍等片刻，我立刻就把您的帐单结算6.May I see your passport please? 请出示 出来。 您的护照 We accept the following credit cards,madam.7.May I know your name and room 小姐，我们接受以下几种信用卡。 mumber, 请告诉我您的名字与房间号 码。 Please sign here, sir.先生，请在这签上你的名 字。 8.May I have your passport or ID Card please, 请出示您的护照或身份证。 We hope you will come stay with us again.希 望你再光临我们酒店。 9.How would you like to make payment,By credit Card or By Cash? 请问您想用现金 Would you please exchange us dollars for 付款还是用信用卡付款, 10.Can I have your credit card imprint? 24.Please dial 9 before you dial the number. 请出示您的信用卡，我们需要用它来压卡。拔号码前请先拔9. (,) 11.Would you please pay 1000as deposit? We will return the balance to you when you check out. 请您付1000元押Unit one Making a Reservation/Advance 金，我们将在您退房时将余额退还您 Reservation 12.Here is your room key。 这是您的房间第一章 预订 钥匙 Key Sentences例句 13.Your room number is 246 on the second floor. 您的房间在二楼的246房。 1. Good morning/evening. Reservation. May I help you? 早上好/晚上好，这里是...酒店14.Here is your key card 这是您的房卡 客房预订部，请问需要什么帮忙吗, 15.I‘ll get the bellman to take your luggage up. 2. What can I do for you? 我能为您帮什我会叫行李生帮您把行李送到房间 么忙吗, 16.The bellman here will take your luggage 3. Hold on line, please. Could you please hold and show you the way. 这里的行李生会on? 请稍等(电话中) 请稍等，好吗, 为您提行李，并为您带路 4. Could you wait a minute, please? 请稍17.We‘ll extend the reservation for you . 等，好吗, 我们可以为您延长预订 5. Are you with a company? 您是公司预18.Are you checking out today? 您今天订吗, 可以结帐吗, 6. May I know you departure date? 请问19.Would you like to check out now? 您您的离店日期是哪天, 今天要退房吗, 7. How long will you stay with us? 请问20.Please pay at the cashier‘s desk over there 您住几天, 请到那边帐台付款 8. How many people are there in your party? 21.If there‘s anything you need, just ring 您们一共几个人, reception. 如果您需要什么，就打电话给 服务台。 22.Because of the bad weather, 9. That will be four nights. 四个晚上。 the swimming pool won‘t be open today. 因为天气不好，今天游泳池不开放。 10. May I know the arrival date, please? 请问哪天入住, 23.The phone number of our hotel is 68718888. 我们酒店的电话号码是11. Is it just for tonight? 请问只住今天一68718888. 晚吗, high occupancies in the peak seasons. 恐12. When do you check in? 请问您什么怕十六号后我们不能保证有房间提供给您，时候入住, 那段时间是我们的入住高峰期。 13. Would you like a single room or a double 23. I‘m sorry, but we‘re fully booked for room? 请问你想订单人间还是双人间, single rooms. Would you like to have a double one? 很抱歉我们的单人间已经订满了，14. What kind of room would you like/prefer? 给您订双人间怎么样, 请问您喜欢什么样的房间, 24. I‘m sorry, but the hotel is full on that date. 15. Would you please tell me your full name, 很抱歉，那天我们酒店的客房已经住满了。 please? 请问您的全名是, 25. I‘m sorry, we don‘t have any room 16. And your address, please? 请问您的available for that week. 很抱歉，我们那地址, 周的预订已经全满了。 17. May I know you telephone number, Mr 26. Service isn‘t included in the room rate. Smith? 史密斯先生，请问您的电话号码服务费不包含在房费里 是, 27. Above rate is subject 15% service expense. May I know your company name and how 以上报价需另付15%服务费 would you like to settle your payment?请问您 的公司全称及付款方式, 28. We offer 10% discount for group reservation, sir. 先生，团队预订可以打九How would you like to guarantee your 折。 reservation?请问您的担保方式是, 29. Mr.smith,let me repeat your reservation to May I take your credit card number or ensure it is correct. you will arrive Guarantee letter for the guarantee?请提供您before……。 史密斯先生，我跟你确认的信用卡号码或担保信给我做为担保。 一下你的预订内容:你的抵达日期是。。。。 酒店常用英语 18. We have a single available for those dates. 我们还有一些单人间可以接受预订在那个 时间段。 19. It‘s all right for the next week. 下个星期没有问题。 management 经营、管理 20. We do have a vacancy for those dates. market price 市价 那段时间我们可以接受预订 cashier's desk 兑换处 coin 硬币 21. Yes, you can have a room on Saturday. accounting desk 帐务处 是的，星期六您可以订到房间。 check-out time 退房时间 voucher 证件 22. I‘m afraid we won‘t be able to guarantee price list 价目表 you a room after the 16th. We usually have check, cheque 支票 sign (动)签字 interest 利息 ? 电讯服务 form 表格 reservation 预订 reception desk 接待处 operator 电话员 tip 小费 house phone 内部电话 reservation desk 预订处 special line 专线 luggage office 行李房 dial a number 拨号码 …per thousand 千分之… hold the line 别挂电话 spare (形)多余的 can't put somebody through 接不通 postpone (动)延期 ordinary telegram 普通电话 cancel (动)取消 traveler‘s cheque 旅行支票 receiver 听筒 pay (动)付款 city phone 城市电话 fill (动)填写 telephone number 电话号码 replace the phone 挂上电话 administration 管理、经营 Line, please. 请接外线 note 纸币 The line is busy(engaged) 占线 registration desk 入宿登记处 send a telegram(cable) 发电报 lobby 前厅 luggage rack 行李架 long distance 长途电话 visit card 名片 telephone directory 电话簿 identification card 身份证 call somebody up 打电话给某人 rate of exchange 兑换率 can't hear somebody 听不见 conversion rate 换算率 can't get through 打不通 charge (动)收费 inland telegram 国内电报 bill 帐单 ordinary mail 平信 change money 换钱 switchboard 交换台 procedure 手续、程序 central exchange 电话总局 information desk 问询处 The connection is bad. 听不清 luggage label 行李标签 express telegram 加快电报 overbooking 超额订房 special dispatch 专电 …per cent 百分之… registered fee 挂号邮资 reasonable (形)合理的 postcard 明信片 cash (动)兑换 keep (动)保留、保存 bank draft 汇票 accept (动)接受 ? 客房设备、用品 procedure fee 手续费 fill in the form 填表 escalator 自动楼梯 bookshelf 书架 ground floor (英)底，层，一楼 2(如果30秒之内不将卡取走，您的卡将会 cabinet 橱柜 被ATM机收回。 switch 开关 Venetian blind 百叶窗帘 Your credit card will be swallowed by ATM if curtain 窗帘 you don‘t retrieve it in 30 seconds. wastebasket 字纸篓 3(请您不要着急，出现这种情况我们可以 tea trolley 活动茶几 帮助您联系ATM机的所属银行。 night table 床头柜 first floor (英)二楼，(美)一楼 Don‘t worry, we could contact the bank of the folding screen 屏风 ATM for you. hanger 挂钩 plug 插头 4(取卡需要您本人带着护照去银行办理。 wall plate 壁上挂盘 Chinese painting 国画 To get you card back, you have to go to the bank with you passport. elevator, lift 电梯 drawer 抽屉 5(您可以联系信用卡的发卡银行询问情况。 second floor (英)三楼，(美)二楼 spring 弹簧 You could contact the issuing bank for cushion 靠垫，垫子 information. socket 插座，插口 sitting room 起居室 6(每天下午银行都会来人对ATM机进行维 voltage 电压 护，并补充现金。 floor 楼层，地板 The ATM is maintained by the staff of the carpentry (总称)木器 bank every afternoon, and they will put money tea table 茶几 in it. bedclothes 床上用品 quilt 被子 7(您从ATM机中取出的本地货币是按当日 mattress床垫 汇率兑现的。 thermos 热水瓶 transformer 变压器 The local currency you withdraw from ATM is cashed in at the exchange rate of the day you 英酒店前台常用英语 withdraw it. 作者:新闻部 来源:职业餐饮网 发布时间: 2009年01月20日 点击数: 3313 【字体:8(我们将从您的信用卡中要出2000元的授 小 大】 【收藏】 权作为押金。 一、信用卡相关 Please give us the authorization of 2000 Yuan 1(您的信用卡是被ATM机吞了吗, from your credit card as the deposit. Is your credit card swallowed by ATM? 9(请您想信我们酒店有着良好的信誉，您 的信用卡授权我们将会取消。 2(我们能保证从酒店兑换出的现金全部是 真的，因为每张纸币在给客人前我们都会用 Please believe in the good reputation of our 验钞机检查。 hotel. We will return the authorization to you later. We guarantee that the cash changed by our hotel is genuine. We have closely examined it 10(实在是对不起，我们为您办理退款手续，before we change it to the customer. 退款将会回到您的信用卡帐户中。 3(您应该当时检验核对现金的数量与真伪， Sorry. We will help you to finish the 因为现金一旦离开前台我们将不再担负任 refundment procedure. The money will be 何责任。 refunded to your credit account. The genuineness and amount of the cash 11(由于银行间的通讯问题，余款可能会在should be checked as soon as you get it. I‘m 几天后返回到您的帐户中。 afraid we bear no responsibilities for that after you leave the Front Desk. Due to the communication problem between banks, the left amount will be refunded to 4(对不起，酒店不能为您兑现旅行支票， your account in a couple of days. 您可以去银行办理。 12(您可以用信用卡直接从ATM机中提取Sorry, traveler‘s check are not allowed to be 现金。 cashed in our hotel. You could have this service in the bank. You could withdraw cash from ATM with your credit card. 5(对不起，验钞机检查出您这张纸币可能 是假的，我们不能为您兑现。 13(酒店有规定信用卡或借记卡退帐不能退 还现金。 I‘m sorry, we really want to help you exchange your money，but the machine says The rule of the hotel says that credit card or this paper money is fake. We can‘t help you to debit card payment cannot be rufunded in change it. cash. 6(我们只能兑换外汇牌上的这些外币，其 二、现金兑换 它外币您可以去银行兑换。 1(对不起，这张纸币有破损(污迹)，我们We can only change the foreign currencies 无法为您兑换。这是酒店的规定，希望您能listed on the foreign currency board. If you 理解并配合我们的工作。 have other currencies to change, please go to the bank. I‘m sorry, this bank note is damaged(smeared), so we couldn‘t help you to exchange it. This is 7(对不起，外币兑换服务只提供给住店客 the rule of our hotel. Thank you for your 人。 understanding. I‘m sorry, the exchange service is only provided to the customer living in our hotel. 这是帐单，总额是……，请您检查一下。 Here is the bill, the total amount is ……. 8(对不起，工作人员正在进行外币结算，Please check it/have a look at it. 请您稍等一会儿。 欢迎您下次光临，祝您一路平安/旅途愉快～ Hope to see you again soon and wish a nice I‘m sorry, the staff is clearing the currency, flight/trip. please wait a moment. 请把押金收据给我。 Please give the deposit receipt. 前台接待处规范用语 请问您怎样付款呢, How would you like to pay the bill? 上午好，欢迎光临/欢迎光临XXX酒店。 希望很快可以再见到您。 Good morning, Welcome to XXX Hotel. Wish to see you again soon. 下午好，××先生，非常高兴再次见到您。 酒店前台接待英语(1) Good morning, Mr. ×. Nice to meet you again! 作者:培训部 来源:职业餐饮网 发布时间:请问您有预订吗, 2009年01月02日 点击数: 2091 【字体:Have you make reservation? 小 大】 【收藏】 请问您订房人的姓名/请问您谁帮您做的预基本待客英语 订, Please tell me who make the reservation for (一)在正式的英语表现里，疑问基本句型 you? 可分为下列四种: 是的，您订了两间豪华房，住两晚。 Yes, you have made a reservation of two deluxe rooms for two nights. 1. May I ~ 请您出示护照 Please give me your passport. 您的房价是人民币500元 2. Could you ~ Your room rate is RMB,500 请在这这里签名。 Please sign here. 3. Would you ~ 请问您怎么样付押金。 How would you like to pay the deposit? 4.Shall I ~? 退房时间是中午十二时，如果您想延迟至下 午六时前退房，另加半天房费，六时后退房， 将加收一天房费。 只要理解这四种基本的句型，就可以处理大 Check out time is 12:00 noon. A half day 部分业务上的状况。 charge of your rate will be added for extended check out time before 6:00pm, and a full day 1(自己要做什么事时，就使用May I ~ charge after 6:00pm. 祝您在这里过得愉快。 Wish you enjoy your stay with us. May I have your name, please? ××先生，请问您有没有用小酒吧的饮品或小请问尊姓大名 食呢, Mr. ××, did you take drinks or snacks from the May I have your check-out time, please? mini-bar? 请问您什么时候结帐离开, When would you like to visit Foshan? 请问您想要何时参观佛山, May I see your passport, please? 请让我看一下您的护照好吗, When would you like to have lunch? 请问您想在哪里用餐, May I know your nationality, please? 请问您的国籍是什么, What time would you like to eat? 2( 麻烦客人时，可使用Could you ~ 请问您想何时用餐, Could you fill out the form, please? 请您填写这张表格好吗, Who would you like to contact? 请问您想和谁联络, Could you write that down, please? 请您写下来好吗, Which kind of room would you prefer? 请问您喜欢哪一种房间, Could you draft the fax, please? 请您写下传真的草稿好吗, How would you like to settle your bill? 请问您的账单如何处理, Could you hold the line, please? 请不要挂电话好吗, How long would you like to stay? 3(询问客人的喜好或是做什么时，可使用请问您要逗留多久, Would you ~ Would you like tea or coffee? How many tickets would you like to buy? 请问您要喝茶还是咖啡, 请问您要买几张票, Would you like to take a taxi? 请问您要搭计程车吗, 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 ~? Would you mind sitting here? 请问您介意坐在这里吗, Shall I draw the curtains? 请问需要我把窗帘拉上吗, ** 只要在疑问词后加―Would you ~‖，就可 以提出大部分的询问。 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? 1.一般性的回答 请问要我为您安排预约吗, (二)招呼语 I see, sir. 我明白了，先生。 Good morning. (用于中午以前) Certainly, sir. Good afternoon. (用于中午至下午六点以前) 好的，先生。 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? 2.请对方再等一会儿 早上好，先生，请问您要退房吗, Just a moment, please. Good afternoon, sir. Welcome to FOSHAN Electrcical Hotel. 中午好，先生，欢迎光临佛山电子宾馆 请稍等。 Good evening, Ms. May I help you? Thank you for waiting. 晚上好，小姐，请问我能为您服务吗, 您久等了，先生。 后面也可以接上自己酒店名称、部门名称， 如: I am very sorry to have kept you waiting. Good morning, sir. This is the Front Desk. May I help you? 早上好，先生。这里是服务台，请问您需要很抱歉让您久等了。 服务吗, Could you wait a little longer, please? (三)回答 请您稍候好吗, 很抱歉造成您的不便。 I would like to apologize for the mistake. 3.要麻烦客人或是拒绝客人的要求时 为这个错误我深致歉意。 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. 5.客人对自己说―Thank you.‖时回答 不好意思，我恐怕没办法那样做。 You are welcome. Excuse me, sir. Please let me pass. 不客气。 不好意思，先生，麻烦让我过一下。 Thank you, sir. 谢谢您，先生。 4.道歉 Thank you very much. 如果是自己的错就说―I am sorry.‖; 如果是非常感谢您。 公司的错，就说:―We are sorry.‖。 I am very sorry for the delay. 很抱歉延误了时间 6.交给客人某些东西时，可以说 I am very sorry for the inconvenience. Here you are. Pardon? 您要的东西在这里。 对不起, Here is your room key. 这是您的房间钥匙。 Pardon me? 对不起, Here it is. 这是您的东西。 I beg your pardon? 对不起请再说一遍好吗, 7( 当客人准备离开时，可以说: Could you repeat that, please? Have a nice day. 祝您有美好的一天。 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Please enjoy your stay 将不明白的部分重复一遍，如: 祝您住宿愉快。 Excuse me, sir. Do you mean you lost your room key, We hope to see you again soon. 不好意思，先生，您是说您丢了房间的钥 匙, 希望不久能再次见到您。 电话英语的应对 Thank you for staying with us. 谢谢光临。 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: 8(当客人的英语难以理解时 ―Hello, this is Information Desk.‖ 您好，这里是问询处。 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, ―Information Desk speaking. May I help please.‖, 然后请求他人协助。 you?‖ 问询处，请问您要服务吗? 他回来时，我会请他回电。 2.打错电话时 May I have your name and phone number, please? 如果是外线打错时，可以回答: 请告诉我您的大名和电话好吗, I am afraid you have the wrong number. 不好意思，您打错电话了。 4.当会话结束时 结束电话中的对话时，不可以简单说This is the FOSHAN Electrcical Hotel, ―bye-bye‖,最好说: 这里是佛山电子宾馆. Thank you for calling. 如果是总线转错内线时，可以回答: 感谢您的来电。 This is Room Reservations. I‘ll transfer your call to Restaurant Reservations. You are welcome, sir. 这里是客房预约处，我帮您转接到餐厅预约先生，不客气。 柜台。 We look forward to hearing from you. 3.当负责的工作人员不在时 我们静候您的佳音。 I am afraid Mr.Lin is out at the moment. He should be back around 5 p.m. Please contact me if you have any further 不好意思，林先生现在外出。他应该会在下questions. 午5点左右回来。 如果您有任何其他问题，请和我联络。 I am afraid Mr.Hao is on another line. Could you hold the line, please? 三(柜台服务 不好意思，郝先生正在讲电话。请您在线上 稍侯好吗, B=行李服务员(Bellman) C=服务员 (Clerk) I‘ll tell him to call you back when he returns. H=客房服务员(Housekeeping) BC=领班(Bell Captain) B: I‘ll show you to the Front Desk. This way, G=客人(Guest) please. I‘ll 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。 To the Front Desk. G: I see, thanks. 带客人到柜台 我知道了，谢谢。 B: Good evening, Ms. Welcome to FOSHAN B: A bellman will show you to your room Electrcical Hotel. when you have finished checking-in. 小姐，晚安。欢迎光临佛山电子宾馆。 当您办好住宿登记时，行李服务员会带您到 房间。 G: Thank you. G: OK. Fine. 谢谢你。 好极了。 B: How many pieces of luggage do you have? B: Please enjoy your stay. 请问您有多少件行李, 祝您住宿愉快。 Taking a guest to the room G: Just this three. 一(概述 只有这3件。 在酒店里所使用的英语会话，基本上是属于 商业英语，与日常生活会话中所使用的英语 略有不同，较注重礼节。正式英语通常会让B: Two suitcases and one bag. Is that right? 人误解为极艰深的英语，其实，只要套用一 定格式的句子和单词，就可以了。例如: 2个旅行箱和1个手提皮包，这样对吗, 非正式英语 正式英语 What‘s your name? May I have your name? G: Yes. That‘s all. 对，就这些了。 您贵姓, 请问您贵姓大名, Do you want some tea? Could you like some tea? 1. May I ~ 您要喝茶吗, 请问您想喝茶吗, 2. Could you ~ Over here, please. Could you come this way please? 3. Would you ~ 这边请。 请您往这边走好吗, 4.Shall I ~? * 不要说OK, Sure, Yeah等等，而要说 Certainly, Sir. * Hey, uh-huh, Hang on 等等，也不适合在酒只要理解这四种基本的句型，就可以处理大 店中使用。 部分业务上的状况。 * 别说―I don‘t know.‖回答―不知道‖是非常 不礼貌的说法。 1(自己要做什么事时，就使用May I ~ 可以说―just a moment, please. I‘ll check that for you.‖ (请稍候，我来帮您确认)，然后May I have your name, please? 请有能力处理的人前来协助。 请问尊姓大名 * 对男性客人，尊称为Sir; 面对女性客人时May I have your check-out time, please? 尊称为Ms. 请问您什么时候结帐离开, 在招呼客人时，最好说―Excuse me, Sir(Ms)‖, 不要直接称呼Mr.或Ms. 至于称呼小孩，可May I see your passport, please? 以直接使用Excuse me，但是不可以直接称请让我看一下您的护照好吗, 呼boy或girl. * 正视对方的眼睛，以显示出你的信心和诚 意。但必须注意，注视对方的眼睛，并不是May I know your nationality, please? 无理地盯着对方看。 请问您的国籍是什么, * 在面对语言不通的外籍人士时，一定要多 2( 麻烦客人时，可使用Could you ~ 加利用手势和肢体语言。但是使用手势时要 特别小心，因为对于不同国家、民族而言， Could you fill out the form, please? 手势的意义也大不相同。 请您填写这张表格好吗, 二.基本待客英语 Could you write that down, please? 请您写下来好吗, (一)在正式的英语表现里，疑问基本句型 可分为下列四种: Could you draft the fax, please? 请您写下传真的草稿好吗, How would you like to settle your bill? 请问您的账单如何处理, Could you hold the line, please? How long would you like to stay? 请不要挂电话好吗, 请问您要逗留多久, 3(询问客人的喜好或是做什么时，可 How many tickets would you like to 使用Would you ~ buy? 请问您要买几张票, Would you like tea or coffee? 请问您要喝茶还是咖啡, 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 ~? Would you like to take a taxi? 请问您要搭计程车吗, Shall I draw the curtains? Would you mind sitting here? 请问您介意坐在这里吗, 请问需要我把窗帘拉上吗, ** 只要在疑问词后加―Would you ~‖， Shall I draw you a map? 就可以提出大部分的询问。 请问要我为您画一张地图吗, Shall I make the reservation for you? When would you like to visit Kunshan? 请问要我为您安排预约吗, 请问您想要何时参观昆山, (二)招呼语 When would you like to have lunch? 请问您想在哪里用餐, Good morning. (用于中午以前) What time would you like to eat? 请问您想何时用餐, Good afternoon. (用于中午至下午六点 以前) Who would you like to contact? 请问您想和谁联络, Good evening. (用于下午六点过后) Which kind of room would you prefer? 在这些招呼语的后面接句子，例如: 请问您喜欢哪一种房间, Good morning, sir. Are you 请稍等。 checking-out? 早上好，先生，请问您要退房吗, Thank you for waiting. Good afternoon, sir. Welcome to LI JIA Hotel. 您久等了，先生。 中午好，先生，欢迎光临丽嘉酒店 I am very sorry to have kept you Good evening, Ms. May I help you? waiting. 晚上好，小姐，请问我能为您服务吗, 很抱歉让您久等了。 后面也可以接上自己酒店名称、部门 名称，如: Could you wait a little longer, please? 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 请您稍候好吗, 您需要服务吗, (三)回答 3.要麻烦客人或是拒绝客人的要求时 1.一般性的回答 拒绝客人时，不要一口回绝说―No.‖， 要委婉一些。 I see, sir. I am afraid I can‘t do that. 我明白了，先生。 不好意思，我恐怕没办法那样做。 Certainly, sir. Excuse me, sir. Please let me pass. 好的，先生。 2.请对方再等一会儿 不好意思，先生，麻烦让我过一下。 Just a moment, please. 4.道歉 如果是自己的错就说―I am sorry.‖; 如 6.交给客人某些东西时，可以说 果是公司的错，就说:―We are sorry.‖。 Here you are. I am very sorry for the delay. 您要的东西在这里。 很抱歉延误了时间 Here is your room key. I am very sorry for the inconvenience. 这是您的房间钥匙。 Here it is. 很抱歉造成您的不便。 这是您的东西。 I would like to apologize for the mistake. 7( 当客人准备离开时，可以说: Have a nice day. 为这个错误我深致歉意。 祝您有美好的一天。 5.客人对自己说―Thank you.‖时回答 Please enjoy your stay You are welcome. 祝您住宿愉快。 不客气。 We hope to see you again soon. 希望不久能再次见到您。 Thank you, sir. Thank you for staying with us. 谢谢您，先生。 谢谢光临。 Thank you very much. 8(当客人的英语难以理解时 非常感谢您。 ―Hello, this is Information Desk.‖ 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 您好，这里是问询处。 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? ―Information Desk speaking. May I help you?‖ 对不起, 问询处，请问您要服务吗? Pardon me? 2.打错电话时 对不起, 如果是外线打错时，可以回答: I beg your pardon? I am afraid you have the wrong number. 对不起请再说一遍好吗, 不好意思，您打错电话了。 Could you repeat that, please? This is the LI JIA Hotel, 2234-1156. 请您重复一遍好吗, 这里是丽嘉酒店，电话是2234-1156。 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: 如果是总线转错内线时，可以回答: Excuse me, sir. Do you mean you lost This is Room Reservations. I‘ll transfer your room key, 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。 不好意思，先生，您是说您丢了房间的钥 匙, I am afraid this is a direct line. We can not transfer your call to the Chinese 电话英语的应对 Restaurant Could you dial 2234-1156, please. 不好意思，这是直接电话。我们无法 1( 接电话时不可以简单地回答为您转接中式餐厅。请您改拨2234-1156好 ―Hello‖,而应报上自己的公司或所属单位的吗, 名称。例 如: 3.当负责的工作人员不在时 I am afraid Mr.Lin is out at the moment. 我们静候您的佳音。 He should be back around 5 p.m. 不好意思，林先生现在外出。他应该 Please contact me if you have any 会在下午5点左右回来。 further questions. I am afraid Mr.Hao is on another line. 如果您有任何其他问题，请和我联络。 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, 三(柜台服务 B=行李服务员(Bellman) I‘ll tell him to call you back when he returns. C=服务员 (Clerk) 他回来时，我会请他回电。 H=客房服务员(Housekeeping) BC=领班(Bell Captain) May I have your name and phone number, please? G=客人(Guest) 请告诉我您的大名和电话好吗, To the Front Desk. 带客人到柜台 4.当会话结束时 B: Good evening, Ms. Welcome to 结束电话中的对话时，不可以简单说China-trust Hotel. ―bye-bye‖,最好说: 小姐，晚安。欢迎光临中信酒店。 Thank you for calling. G: Thank you. 感谢您的来电。 谢谢你。 You are welcome, sir. B: How many pieces of luggage do you 先生，不客气。 have? 请问您有多少件行李, We look forward to hearing from you. G: Just this three. Front Desk: Royal Hotel, can I help you? 前台:皇家酒店，我能为您服务吗, 只有这3件。 John: Yes. I need a room for three days from May 2 to May 4. Do you have any vacancies? B: Two suitcases and one bag. Is that 约翰:我想订一个房间，五月2号到4号， right? 请问你们还有空房吗, 2个旅行箱和1个手提皮包，这样对Front Desk: Yes, we have. What kind of room 吗, would you like? 前台:还有空房。您需要什么样的房间, G: Yes. That‘s all. John: I'd like a suite with an ocean view, please. 对，就这些了。 约翰:我想要一个可以看到海景的套房。 Front Desk: No problem, sir. B: I‘ll show you to the Front Desk. This 前台:没问题，先生。 way, please. I‘ll put your bags by the post over there. John: How much will that be? 约翰:价格如何, 我来带您到柜台，这边请。我先将您 的行李放在柱子旁边。 Front Desk: It's RMB 400 per night. 前台:每晚400元。 G: I see, thanks. John: That's a little high. I'm told your hotel is offering a discount now. 我知道了，谢谢。 约翰:价格有点高。我听说你们酒店正在打 折。 B: A bellman will show you to your Front Desk: Yes, we were, but the offer ended room when you have finished checking-in. yesterday. I'm sorry. 前台:是的，但打折期昨天就结束了。很抱 当您办好住宿登记时，行李服务员会歉。 带您到房间。 John: Oh, I see. Then do you have anything G: OK. Fine. less expensive? 约翰:我明白了。那么你们是否还有其他便 好极了。 宜一点的套房, B : Please enjoy your stay. 祝您住宿愉快。 Front Desk: No, sir. This is the least expensive Taking a guest to the room suite we have at the moment. 酒店前台预定英语对话 前台:没有了，先生。到目前为止，这是最 便宜的套房。 空房。 Enjoy your stay with us.希望您在我们这里住 John: OK, I'll take it. By the way, does the 的愉快。 price include breakfast? May I know your name and your room 约翰:那好吧，我就预定它了。顺便问一下，number, please?我可以知道您的名字和房间 房价是否包括早餐, 号码吗, Excuse me ,sir, could you spell your name?请 Front Desk: Yes, it does. Now could I have 问您的名字如何拼写, your name, please? Here‘s your room key.这是你的房间钥匙。 前台:是的，包括早餐。现在我能问一下您I‘m sorry to keep you waiting, sir. What can I 的名字吗, do for you? 先生，对不起，让您久等了。我 能为您做点什么吗, John: My name is John Deep. Please wait your turn.请排队等候。 约翰:我叫John Deep。 May I know your name, please?请问贵姓大 名。(不认识客人时用) Front Desk: Would you kindly spell that for I‘m sorry, sir. Our hotel rooms are all booked me? at this moment. We have no vacancy.对不起， 前台:您能拼一下吗, 先生。我们已经客满，没有空房间。 Don‘t mention it. My pleasure.请不要客气， John: That is J-o-h-n D-e-e-p. 我乐意效劳。 约翰:J-o-h-n D-e-e-p. Have a good rest, sir.先生，请好好休息。 Good morning, sir. Can I be of service to you? Front Desk: Thank you. How many nights 早安，先生。 我可否为你效劳, would you like to stay? A moment, please. I will be with you as soon 前台:谢谢。另外您预计在此停留多久, as possible.请稍等片刻。我将尽快帮你办。 Can I have your name and room number, John: Three nights, from May 2 . please?请告诉我您的名字及房间号码, 约翰:三天，五月2号开始。 Here is your bill, sir.先生，这是您的帐单。 Please wait a moment while I calculate your Front Desk: Certainly, sir. Our check-in time bill.请稍等片刻，我立刻就把您的帐单结算 is after 1:00pm. We look forward to seeing 出来。 you. We accept the following credit cards,madam.前台:好的。我们的登记时间是在下午一点小姐，我们接受以下几种信用卡。 钟之后。静候您的光临。 Please sign here, sir.先生，请在这签上你的名 字。 John: Thank you. We hope you will come stay with us again.希 望你再光临我们酒店。 酒店前台英语 Would you please exchange us dollars for Welcome to our hotel. 欢迎光临。 RMB. please?麻烦你替我将美圆兑成人民币 Can I help you?我能帮你忙吗, 好吗, What kind of room would you like, sir?先生，The rates of exchange are on the board, sir.先 您要什么样的房间, 生，请参考告示牌的外币兑换价。 Please wait a moment. I have to check if there I‘m sorry but We do not exchange Hong Kong is a room available.请稍等，我查一下有没有dollars into Japanese yen.对不起，我们不能 将港币换成日元。 17. May I know you telephone number, Please could I see your passport or other Mr Smith? identification, madam?小姐，请出示你的护照 史密斯先生，请问您的电话号码是, 或其它身份证明文件 酒店英语酒店服务常 May I know your company name and 用英语 how would you like to settle your payment? 1. Good morning/evening. Reservation. May I 请问您的公司全称及付款方式, help you? 18. We have a single available for those 早上好/晚上好，这里是...酒店客房预订dates. 部，请问需要什么帮忙吗, 我们还有一些单人间可以接受预订在 2. What can I do for you? 那个时间段。 我能为您帮什么忙吗, 19. It‘s all right for the next week. 3. Hold on line, please. Could you please 下个星期没有问题。 hold on? 20. We do have a vacancy for those dates. 请稍等(电话中) 请稍等，好吗, 那段时间我们可以接受预订 4. Could you wait a minute, please? 21. Yes, you can have a room on 请稍等，好吗, Saturday. 5. Are you with a company? 是的，星期六您可以订到房间。 您是公司预订吗, 22. I‘m afraid we won‘t be able to 6. May I know you departure date? guarantee you a room after the 16th. We 请问您的离店日期是哪天, usually have high occupancies in the peak 7. How long will you stay with us? seasons. 请问您住几天, 恐怕十六号后我们不能保证有房间提 8. How many people are there in your 供给您，那段时间是我们的入住高峰期。 party? 23. I‘m sorry, but we‘re fully booked for 您们一共几个人, single rooms. Would you like to have a double 9. That will be four nights. one? 四个晚上。 很抱歉我们的单人间已经订满了，给您 10. May I know the arrival date, please? 订双人间怎么样, 请问哪天入住, 24. I‘m sorry, but the hotel is full on that 11. Is it just for tonight? date. 请问只住今天一晚吗, 很抱歉，那天我们酒店的客房已经住满 12. When do you check in? 了。 请问您什么时候入住, 25. I‘m sorry, we don‘t have any room 13. Would you like a single room or a available for that week. double room? 很抱歉，我们那周的预订已经全满了。 请问你想订单人间还是双人间, 10( What is the rate， please,请问房费多 14. What kind of room would you 少, like/prefer? 15(Welcome to our hotel(欢迎光临。 请问您喜欢什么样的房间, 15. Would you please tell me your full name, please? 请问您的全名是, 16. And your address, please? 请问您的地址,