服务台常用词汇优质文档

1、conversion rate 换算率服务台常用词汇man ageme nt经营、管理 cashier's desk 兑换处 coin 硬币check_out time 退房时间 voucher 证件 check, cheque 支票 sign （动）签字 表格reservation预订 reception desk 接待处 reservati on desk 预订处 luggage office 行李房 spare形）多余的 postp one （动）延期 traveller's cheque 旅行支票 pay （动）付款 admi nistratio n管 理registr

2、ati on desk 入宿登记处 luggage rack 行李架 identification card 身份证 rate of exchange 兑换率 charge动）收费market price 市价 accounting desk 帐务处price list 价目表 in terest 禾 U息formtip小费 per thousand千分之 cancel （动）取消 fill （动）填写经 营 note 纸 币lobby前厅visit card 名片bill帐单change money 换钱procedure手续、程序information desk 问 询 处luggage

3、label 行李标签overbook ing超额订房per cent百分之reaso nable （形）合理的cash动）兑换keep （动）保留、保存bank draft 汇票accept动）接受procedure fee 手续费fill in the form 填表电讯服务operator电话员house phone内部电话special li ne 专线dial a number 拨号码hold the line 别挂电话can't put somebody through 接不通ordinary telegram 普通电话 receiver 听筒city phone城市电话te

4、leph one nu mber 电话号码replace the phone 挂上电话Line, please.请接外线。The line is busy(engaged) 占线。send a telegram(cable)发电报 long distanee 长途电话 teleph one directory 电话簿call somebody up 打电话给某人can't hear somebody 听不见can't get through 打不通in la nd telegram 国内电报ordinary mail 平信 switchboard 交换台cen tral exc

5、ha nge 电话总局The connection is bad. 听不清。express telegram 加快电报special despatch 专电registered fee 挂号邮资postcard明信片客房设备、用品escalator自动楼梯bookshelf 书架ground floor (英)底，层，一楼cab inet 橱柜switch开关 ven etia n bli nd 百叶窗帘curta in 窗帘wastebasket字纸篓tea trolley活动茶几 ni ght table 床头柜first floor （英）二楼，（美）一楼foldi ng scree n

6、 屏风han ger挂钩plug插头wall_plate壁上挂盘Chinese painting 国画 elevator, lift 电梯 drawer抽屉seco nd floor （英）三楼，（美）二楼spr ing弹簧cushi on靠垫，垫子socket插座，插口sitti ng_room 起居室voltage电压floor楼层，地板carpe ntry （总称）木器tea table 茶几bedclothes床上用品quilt被子mattress 床垫tran sformer 变压器酒店前台常用英语（一）一.概述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

7、英语略有不同， 较注重礼节。正式英语通常会让 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：非正式英语正式英语What' sour name?May I have yourn ame?您贵姓?请问您贵姓大名?Do you want some tea?Could you like sometea?您要喝茶吗?请问您想喝茶吗?way please?这边请。请您往这边走好吗？* 不要说 OK, Sure，丫eah等等，而要说 Certainly. Sir.* Hey, uh-huh, Ha ng on等等，也不适合在酒店中使用。*别说“I don' t

8、know.”回答“不知道”是非常不礼貌的说法。可以说“ just a mome nt, please.' ll check that for you. ”（请稍候，我来帮您确认），然后请有能力处理的人前来协助。*对男性客人，尊称为Sir;面对女性客人时尊称为 Ms.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，并不是无理地盯着对方看。*在面对语言不通的外籍人士时，一定要多加利用手势

9、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，手势的 意义也大不相同。二.基本待客英语（一）在正式的英语表现里，疑问基本句型可分为下列四种：1. May I 2. Could you 4.Shall I ?只要理解这四种基本的句型，就可以处理大部分业务上的状况1自己要做什么事时，就使用 May I May I have your n ame, 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？May I k

10、now your n ati on ality, please?请问您的国籍是什么？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 dow n, please?请您写下来好吗？Could you draft the fax, please?请您写下传真的草稿好吗？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 请问您要喝茶还是咖啡？Would you like to t

11、ake a taxi?请问您要搭计程车吗？Would you mind sitt ing here?请问您介意坐在这里吗？*只要在疑问词后加“ Would you ”，就可以提出大部分的询问Whe n would you like to visit Kun sha n?请问您想要何时参观昆山？Whe n would you like to have lun ch?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 con tact?请问您想和谁联络？Which ki nd of room would

12、you prefer?请问您喜欢哪一种房间？How would you like to settle your bill?请问您的账单如何处理？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 curta ins?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 ma

13、ke 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）在这些招呼语的后面接句子，例如：Good morning, sir. Are you checki ng-out?早上好，先生，请问您要退房吗？Good after noon, sir. Welcome to LI JIA Hotel.中午好，先生，欢迎光临丽嘉酒店Good eve ning, Ms. May I help you?晚上好，小姐，请问我能为您服务吗？后

14、面也可以接上自己酒店名称、部门名称，如：Good mor ning, 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 mome nt, please.请稍等。Thank you for wait ing.您久等了，先生。I am very sorry to have kept you wait ing.很抱歉让您久等了。Could you wait a little Ion

15、ger, 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“We are如果是自己的错就说“ I am sorry.”；如果是公司的错，就说:sorry.。I am very sorry for the delay.很抱歉延误了时间I am very sorry for the inconvenien ce.很抱歉造成您的

16、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。Thank you very much.非常感谢您。6. 交给客人某些东西时，可以说Here you are.您要的东西在这里。Here is your room key.这是您的房间钥匙。Here it is.这是您的东西。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

17、您住宿愉快。We hope to see you aga in soon.希望不久能再次见到您。Thank you for stay ing with us.谢谢光临。8当客人的英语难以理解时Y es, Yes 如Just a mome nt,面对客人的疑问，不要只是一味地傻笑，或是一直说 果听不懂事，要向客人提出疑问，或是先向对方说“ please” ,然后请求他人协助。Pardo n?对不起？Pard on me?对不起？I beg your pard on?对不起请再说一遍好吗?Could you repeat that, please?请您重复一遍好吗？若是不敢肯定对方所说的部分内容时

18、，可以将不明白的部分重复一遍，如：Excuse me, sir. Do you mea n you lost your room key不好意思，先生，您是说您丢了房间的钥匙？电话英语的应对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：“ Hello, this is In formatio n Desk.”您好，这里是问询处。“In formati on Desk speak ing. May I help you?”问询处，请问您要服务吗？2. 打错电话时如果是外线打错时，可以回答：I am afraid you have the wrong

19、nu mber.不好意思，您打错电话了。This is the LI JIA Hotel, 2234-1156.这里是丽嘉酒店，电话是2234-1156。如果是总线转错内线时，可以回答：This is Room Reservati ons. I ' lltra nsfer your call to Restaura nt Reservatio ns.这里是客房预约处，我帮您转接到餐厅预约柜台。I am afraid this is a direct line. We can not transfer your call to theChi nese Restaura nt Could

20、you dial 2234-1156, please.不好意思，这是直接电话。我们无法为您转接中式餐厅。请您改拨2234-1156好吗？3. 当负责的工作人员不在时I am afraid Mr.Lin is out at the mome nt. He should be back around 5 p.m.不好意思，林先生现在外出。他应该会在下午5点左右回来。I am afraid Mr.Hao is on ano ther line. 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？I ' ll tell him to

21、 call you back when he returns.他回来时，我会请他回电。May I have your n ame and pho ne nu mber, please?请告诉我您的大名和电话好吗？4当会话结束时结束电话中的对话时，不可以简单说“ bye-bye”Thank you for calli ng.感谢您的来电。You are welcome, sir.先生，不客气。We look forward to heari ng from you.我们静候您的佳音。Please con tact me if you have any further questio ns.如果您

22、有任何其他问题，请和我联络。三.柜台服务B=行李服务员(Bellman) C=服务员(Clerk)员(Housekeeping)BC二领班(Bell Captain) G二客人(Guest，最好说:H=客房服务To the Front Desk.带客人到柜台B: Good eve ning, Ms. Welcome to Chin a-trust Hotel.小姐，晚安。欢迎光临中信酒店。G: Thank you.谢谢你。B: How many pieces of luggage do you have?请问您有多少件行李？G: Just this three.只有这3件。B: Two sui

23、tcases and one bag. Is that right?2个旅行箱和1个手提皮包，这样对吗？G: Yes. That ' s all.ll put your I对，就这些了。B: I ' ll show you to the Front Desk. This way, please. Ithe 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。G: I see, tha nks.我知道了，谢谢。B: A bellman will show you to your room when you have finished check i

24、n g-i n.当您办好住宿登记时，行李服务员会带您到房间。G: OK. Fi ne.好极了。B+: Please enjoy your stay.祝您住宿愉快。Taking a guest to the room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）Glad to meet you .很高兴见到您。3、How are you?您好吗？Fine , Tha nks . And you ?很好，谢谢。您好吗？4、Welcome to our

25、 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 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

26、 good time!祝您过得愉快！电话用语：8 *hotel , front desk . Can I help you?*饭店，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？Speak ing.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

27、一遍，好吗？I beg your pard on.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!假日快乐！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 , help)感谢您的忠告(信息、帮助)。2

28、1、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 .非常高兴为您服务。(With pleasure.)(My pleasure.)25、I am at your service .乐意为您效劳。26、Thank you for staying in our hotel.感谢您在我们酒店下榻。27、I' m sorry .很抱歉。28、Excuse me .对不起。29、I&#

29、39; m sorry ,It' s my fault.很抱歉。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.对此表示抱歉。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)l help you?我能帮您什么吗？Yes, please.好的。37、W

30、hat can I do for you .我能为您干点什么？38、Is there anything I can do for you有什么能为您效劳的吗？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？Certai nly.当然可以Yes, of course .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.对不起。Where is the was

31、hroom (restroom, elevator)?请问盥洗室(休息室、电梯)在哪儿？This way ,please.请这边走Turn left /right.往左转/右转。45、It' s in the lobby near the main entrance.在大厅靠近大门。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

32、 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.请不要在这边抽烟。告别语：53、Goodbye.再见。54、See you late.再见。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、Wi

33、sh you a pleasant journey! Good luck!祝您旅途愉快！祝您好运！前厅：1、Have you a reservation?您预定过了吗？2、May I know your name and room number?您能告诉我您的名字与房间号吗？3、Here is your room key.给您房间钥匙。4、Please pay at the cashier s desk over there.请去那边帐台付款。5、Are these your baggage?这些是您的行李吗？May I take them for you?我来帮您拿好吗？客房部6、House

34、keeping .May I come in?客房服务员，我可以进来吗？7、Leave your laundry in the 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。8、I hope I' m not disturbing you.我希望没有打扰您。9、One moment ,madam. I ll bring them to you right away .等一会儿，夫人。我马上送来。10、I' ll send for an electrician（ doctor ,）我给

35、您请电工（大夫）。餐饮部：11、Sit down , please .Here is the menu.请坐，给您菜单，先生。May I take your order ,sir?您要点菜吗？12、What would you like to have ,coffee or tea?您要喝咖啡还是茶？13、Would you like to have any wine with you dinner?您用餐时要喝点酒吗？14、Service hours are:（餐厅）供应时间是：早餐7点到9点。11:30a.m.to1: 30p.m.for lunch.午餐11点半到1点半。6:30p.m.

36、to 8:30p.m.for dinner.晚餐6点半到8点半。15、Here is the bill. Please sign it.这是您的帐单，请签字。销售用语：1、What kind of rooms(foods) would you like to have?您需要什么样的房间(吃什么样的菜)？2、Here is a brochure of our hotel and tariff.这是介绍我们饭店的小册子和价目表。3、We' ll give you a 10%(ten percent ) discount.我们给您九折优惠。4、We' ll offer tour guides complimentary breakfasts.我们给陪同提供免费早餐。5、We accept your terms.我们接受您的条件。公关用语：6、May I introduce myself?让我介绍我自己。7、May I present you a litter souvenir?请接受我们的一点小纪念品。8、Let' s drink to our friendship!为我们的友谊干杯！9、Let me propose a to