酒店英语（课堂PPT）

1、12 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。概述 3非正式英语非正式英语正式英语正式英语Whats your name?May I have your name?您贵姓？ 请问您贵姓大名？Do you want some tea? Could you like some tea?您要喝茶吗？ 请问您想喝茶吗？Over here, please. Could you come this way please?这边请。 请您往这边走好吗？4u 不说不说OK, Sure, Yeah等，而要说等，而要说Certainly, Sir.u Hey

2、, uh-huh, Hang on 等，也不适合在酒店中使用等，也不适合在酒店中使用。u 别说别说“I dont know.”回答回答“不知道不知道”是非常不礼貌的说法是非常不礼貌的说法。 可以说可以说“just a moment, please. Ill check that for you.” （请稍候，我来帮您确认），然后请有能力处理的（请稍候，我来帮您确认），然后请有能力处理的 人前来协助。人前来协助。u 对男性客人，尊称为对男性客人，尊称为Sir; 面对女性客人时尊称为面对女性客人时尊称为Ms.注意 u 在招呼客人时，最好说在招呼客人时，最好说“Excuse me, Sir(Ms)”

3、, 不要直接不要直接 称呼称呼Mr.或或Ms. 至于称呼小孩，可以直接使用至于称呼小孩，可以直接使用Excuse me， 但是不可以直接称呼但是不可以直接称呼boy或或girl. 5基本待客英语基本待客英语基本句型基本句型 招呼语招呼语 回答回答 May I .? Could you .? Would you . ? Shall I . ?6May I . 自己要做什么事时自己要做什么事时，使用May I .p May I have your name, please? p May I see your passport, please? p May I know your nationali

4、ty, please? 国籍国籍7Could you . 麻烦客人时，可使用Could you . p Could you fill out the form, please? p Could you write that down, please? p Could you draft the fax, please? p Could you hold the line, please? 8Would you .询问客人的喜好或做什么时，使用Would you .p Would you like tea or coffee? p Would you like to take a taxi? p

5、 Would you mind sitting here? 9Shall I.提供建议协助、征求意见时，可使用Shall I.p Shall I draw the curtains? p Shall I draw you a map? p Shall I make the reservation for you? 10 Good morning. Good afternoon. Good evening. Good morning, sir. Are you checking-out? Good afternoon, sir. Welcome to LI JIA Hotel. Good eve

6、ning, Ms. May I help you? Good morning, sir. This is the Front Desk. May I help you? 招呼语 中午之前中午至下午六点以前下午六点过后11回答 一般性的回答 u I see, sir. u Certainly, sir. 请对方再等一会儿 u Just a moment, please. u Thank you for waiting. u I am very sorry to have kept you waiting. u Could you wait a little longer, please? 12

7、要麻烦客人或是拒绝客人的要求 u I am afraid I cant do that. u Excuse me, sir. Please let me pass. 道歉u I am very sorry for the delay. u I am very sorry for the inconvenience. u I would like to apologize for the mistake. 回答 13 客人对自己说“Thank you.”时回答 u You are welcome. u Thank you very much. u Thank you, sir. 交给客人某些东西

8、时，可以说 u Here you are. u Here is your room key. u Here it is. 回答 14 当客人准备离开时u Have a nice day. u Please enjoy your stay u We hope to see you again soon. 当客人的英语难以理解时u PardonPardon me? u I beg your pardon? u Could you repeat that, please? 回答 15 B=行李服务员（Bellman） C=服务员 (Clerk) H=客房服务员（Housekeeping） BC=领班

9、（Bell Captain） G=客人（Guest） To the Front Desk. 带客人到柜台 练习一 16B: Good evening, Ms. Welcome to China-trust Hotel. G: Thank you. B: How many pieces of luggage do you have? G: Just this three. B: Two suitcases and one bag. Is that right? G: Yes. Thats all. B: Ill show you to the Front Desk. This way, plea

10、se. Ill put your bags by the post over there. G: I see, thanks. B: A bellman will show you to your room when you have finished checking-in.G: OK. Fine. B: Please enjoy your stay. 17 Guest: Hello, Id like to check in please. Hotel staff: Certainly. Can I have the name please? Guest: Mr Harold Smith.

11、Harold Smith。 Hotel staff: Ok, Are you checking out tomorrow? Guest: Yes, I am. Thats right. Hotel staff: Will you need a wake up call, sir? Guest: Yes please. At 6.30am. Hotel staff: Ok then, your room is 502 on the fifth floor. Breakfast is served between 6.30am and 9am. Enjoy your stay. Guest: Th

12、ank you.练习二 18 What name is the reservation under, please? Could Ihave your passport and credit card, please? Do you have a reservation？ Sorry to keep you waiting, sir. Ill check if there is a room available. Itll take one minute,sir. Would you like a single room or a double room ? You can also get a safe deposit box at our front desk, sir. You rang for a laundry service? You are welcome. I hope you have a pleasant stay.19 Would you please fill out this regisration card ? This way, please. After you, sir. Staff 员工