酒店服务口语

HotelSpokenEnglish

酒店服务口语Review酒店常用词汇Hotel[həu'tel]:旅馆;饭店Restaurant['restərənt]:餐馆,饭店V.I.P.（贵宾）VERYIMPORTANTPERSON行李员Bellboy女礼宾员Doorgirl礼宾司Doorman接待员Receptionist领班Captain迎宾员Hostess服务员waiter/waitress传菜员Busboy/Busgirl经理Manager客房服务员Housekeeper前台Frontoffice客房Hotelroom餐厅Canteen、Dinningroom卫生间restroom、Washroom、Toilet电梯lift客人Guest大厨Chef先生Mr.Mister,Sir小姐Miss,Lady夫人Mrs.Madam,LadyCheck-In：指客人登记入住酒店，包括机场登机手续也是同样的叫法Check-Out：指客人结账离开酒店你好！Hello!早上好！Goodmorning下午好！Goodafternoon晚上好！Goodevening谢谢！Thanks，Thankyou!再见！Goodbye!欢迎！Welcome对不起！Sorry打扰了！Excuse跟我来！FollowmeGoodmorningGoodafternoonGoodeveningWelcomeback早上好下午好晚上好欢迎回来HelloHowareyou!Howaredoingtoday?你好你好吗？你今天过的好吗？Good,thanks!Good-bye/Goodnight/Good-byefornow很好，谢谢，你呢？再见晚安再见Itwasnicetoseeyouagain.Haveagoodevening/Seeyoulater.很高兴又见到你。晚上愉快。/回头见。Itwasniceseeingyou.很高兴见到你。HaveagoodweekendHaveasafetrip！周末愉快。一路平安。HaveagooddayHopetoseeyouagain！

祝您愉快。希望再见到您。Thankyouforcoming(Thanksforcoming)Lookforwardtoseeingyouagain感谢光临。盼望再见到您。PHRASESONTHEJOB

工作短语三、对话常用语——询问inquiry1．自己要做什么事时，就使用MayI...MayIhaveyourname,please?

请问尊姓大名MayIhaveyourcheck-outtime,please?

请问您什么时候结帐离开？MayIseeyourpassport,please?

请让我看一下您的护照好吗？MayIknowyournationality,please?请问您的国籍是什么？[ɪn'kwaɪrɪ]

2．麻烦客人时，可使用Couldyou...Couldyoufillouttheform,please?

请您填写这张表格好吗？Couldyouwritethatdown,please?

请您写下来好吗？Couldyoudraftthefax,please?

请您写下传真的草稿好吗？Couldyouholdtheline,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Wouldyou...Wouldyouliketeaorcoffee?

请问您要喝茶还是咖啡？Wouldyouliketotakeataxi?请问您要搭计程车吗？Wouldyoumindsittinghere?请问您介意坐在这里吗？4．在提供建议协助、征求意见时，可使用ShallI...或Wouldyoulikemetodo...?

ShallIdrawthecurtains?

请问需要我把窗帘拉上吗？ShallIdrawyouamap?请问要我为您画一张地图吗？ShallImakethereservationforyou?请问要我为您安排预约吗？Goodmorning.(用于中午以前)Goodafternoon.(用于中午至下午六点以前)Goodevening.(用于下午六点过后)在这些招呼语的后面接句子，例如：Goodmorning,sir.Areyouchecking-out?

早上好，先生，请问您要退房吗？Goodafternoon,sir.WelcometoLIJIAHotel.

中午好，先生，欢迎光临丽嘉酒店。Goodevening,Ms.MayIhelpyou?

晚上好，小姐，请问我能为您服务吗？后面也可以接上自己酒店名称、部门名称，如：Goodmorning,sir.ThisistheFrontDesk.MayIhelpyou?

早上好，先生。这里是服务台，请问您需要服务吗？

对话常用语——招呼语

对话常用语——回答1．一般性的回答Isee,sir.我明白了，先生。Certainly,sir.好的，先生。2．请对方再等一会儿Justamoment,please.

请稍等。Thankyouforwaiting.

您久等了，先生。Iamverysorrytohavekeptyouwaiting.

很抱歉让您久等了。Couldyouwaitalittlelonger,please?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。IamafraidIcan'tdothat.不好意思，我恐怕没办法那样做。Excuseme,sir.Pleaseletmepass.

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“Iamsorry.”如果是公司的错，就说：“Wearesorry.”。Iamverysorryforthedelay.

很抱歉延误了时间。Iamverysorryfortheinconvenience.

很抱歉造成您的不便。Iwouldliketoapologizeforthemistake.

为这个错误我深致歉意。

对话常用语——回答5．客人对自己说“Thankyou.”时回答Youarewelcome.

不客气。Thankyou,sir.

谢谢您，先生。Thankyouverymuch.

非常感谢您。6．交给客人某些东西时，可以说Hereyouare.

您要的东西在这里。Hereisyourroomkey.

这是您的房间钥匙。Hereitis.

这是您的东西。五、对话常用语——回答7．当客人准备离开时，可以说：Haveaniceday.

祝您有美好的一天。Pleaseenjoyyourstay

祝您住宿愉快。Wehopetoseeyouagainsoon.

希望不久能再次见到您。Thankyouforstayingwithus.

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“Justamoment,please.”,

然后请求他人协助。Pardon?

对不起？Pardonme?

对不起？Ibegyourpardon?

对不起请再说一遍好吗？Couldyourepeatthat,please?

请您重复一遍好吗？五、对话常用语——回答Agenda

Part1FrontOfficeService前厅服务

MonthandWeekKeySentencesMonthandWeekJanuaryMondayFebruaryTuesdayMarchWednesdayAprilThursdayMayFridayJuneSaturdayJulySundayAugustSeptemberOctoberNovemberDecemberKeySentences-从普通到优秀必备黄金句1、提供帮助HowcanIhelpyou,please?MayIhelpyou,pleaseIsthereanythingIcandoforyou,Sir/Madam?2、预订房间Arethereanyroomavailable?Iwouldliketoreservearoomfrom5thAprilto9thApril.KeySentences-从普通到优秀必备黄金句3、房间和放假的介绍Whatkindofroomdoyouwanttoreserve?Wecanofferyou30%discountatweekends.4、确认预订a.Welookforwardtoyourarriving/yourcoming/seeingyousoon.KeySentences-从普通到优秀必备黄金句5、房间满员时Iamsorry.Noroomsareavailable.Thisisthebusiestseason.Iamverysorry.Iamsorry,butalltheroomsareoccupiedforthenextweek.6、变更预订a.Ihavetocancel/changethereservationmadeinyourhotel.RoomReservationUsefulWordsRoomrate房价Vacant空缺的Available可获得的Tripleroom三人间Confirm确认Rackrate门市价corporaterate协议价Singleroom单人房Specialrate特价，优惠价Discount折扣Overbook超额beequippedwith配备有…Presidentialsuite总统套房Executiveroom行政房Executivesuite行政套房Deluxeroom豪华房Deluxesuite豪华套房deluxekingroom豪华大床connectingroom连通房juniorsuite普通套间check检查roomkey房卡预定book预定ConfirmationofNames确认姓名OnaCompanyAccount公司付账WithaHotelVoucher持有预付收据RoomRateChangesforareturningGuest再度光临而房费不同ExchangeMoney兑换货币TourismServices旅游服务CallaTaxifortheGuest为客人叫出租车HotelSafety饭店安全CarServices汽车安排Check-out退房TotheReceptionDesk带至柜台TotheGuestRoom带至客房TakingtheElevator搭乘电梯ArrivingattheRoom到达客房DeliveringtotheWrongRoom送错行李PickupGuest’sBags提取客人行李CollectBags领取行李DepositItems寄存物品CollectItems领取物品TagBeingLost遗失取物牌

Whatkindofroomwouldyoulike?Howlongdoyouplantostay?/Howmanynights?Forwhichdate?I’msorrywearefullybookedfor22ndAsingleroomis468yuanRMB,witha15%servicechargeAndyourarrivalanddeparturedates?Howtoguaranteemyreservation?Weusuallyhavehighoccupanciesinthepeak/slackseasons.Howmuchdoyouchargeforasingleroom?MayIseeyourpassportplease?UsefulExpressions

Pleasefillinthisregistrationforms.Enjoyyourstay.Howmuchdoyouchargeforasingleroom?MayIseeyourpassportplease?Pleasefillinthisregistrationforms.Enjoyyourstay.I’mafraidwehavenosingleroomvacantonthatday.Whataboutadoubleroominstead?Westillhaveroomavailablethosedays.Ifthereisn’tanyroom,wecanputyouonawaitinglistorwecanfindyouaroominanotherhotel.

HotelFacilitiesUsefulWordsChineserestaurant中餐厅privateroom包厢Westernrestaurant西餐厅lounge公共休息区Multi-functionalhall多功能厅meetingroom会议室Businesscentre商务中心beautysalon美容美发厅Boutiqueshop精品商场clinic医务室Teashop茶叶店lobby大堂lobbybar大堂吧Sportscentre体育运动中心tennishall网球馆In-doorheatedswimmingpool室内恒温游泳池Out-doorheatedswimmingpool室外恒温游泳池Gymnasium/gym/fitnesscentre健身中心Snookerhall台球馆washroom/toilet洗手间children’splayground儿童游乐园Tabletennishall/Pingpongroom乒乓球馆

Badmintonhall羽毛球馆

game/chess/pokerroom棋牌室

Teahouse茶室golfcourt高尔夫练习场

Changing/lockerroom更衣室elevator/lift电梯

VIParea贵宾区saunaroom桑拿房

Steamroom湿蒸房warmwaterpool温水池

Coolwaterpool凉水池hotwaterpool热水池

Coldwaterpool冷水池

non-swimmer’spool/shallowpool浅水池

Swimmer’spool/deeppool深水池

Squashcourt壁球场

coffeeshop/cafe咖啡厅

musicbar音乐厅electricpiano钢琴

yoga瑜伽

UsefulExpressionsCouldyougivemesomeinformationaboutthefacilitiesinyourhotel?There’safullrangeoftop-classrestaurantsandsportsfacilities.Isitforbusinessorpleasure?Dancing/ballhall/roomItisbeingbuiltatthemoment.Reception接待基本常识

本章节所述的接待包括欢迎客人(greeting)､开/关车门(open/closethecardoor)､引领客人进入大堂(leadtheguesttothehall)､答复客人感谢(answerforthethanking)､接待残疾人(meetingthedisableguest)､主动提供帮助(offeringhelp)､提供代客泊车服务(valetparking)､与客人道别(sayinggoodbyetotheguest)等内容,这些都是酒店能否给客户留下美好印象的关键｡AimsofStudyingHowtoreceiveguestsattheairport.如何在机场迎接客人Howtoofferspecialbellserviceforguests.如何向客人提供专项应接服务Howtoreceiveguestsinfrontofthelobbydoor.如何接待客人入住酒店AttheAirportPickup接机thepicking-upboard接机牌Theluggagetags行李标签delay延误Appreciate感激kindness友善，友好Cart手推车airport机场Nationality国籍Luggagecheck行李牌UsefulExpressionsIsityourfirstvisitto…?Hopeyouwillhaveaverypleasanttimehere.Ireallyappreciateyourkindness.Areyouaclerkfor…GuestHouse?Gladtomeetyou.Howwasyourtrip/journey?Howmanypiecesofluggagedoyouhavealtogether?Wehaveacarintheairportparkinglottotakeyoutoourhotel.UsefulDrillsTrolley/cart手推车，电车Suitcase手提箱handbag手提包Claimtag行李票It’sslippery.Pleasemindyourstep.Wehaven’tseenyousinceyourlasttimeatourhotel.Yourserviceimpressedmesomuchlasttime,sowhenIcometothiscityagain,yourhotelismyfirstchoice.Thankyouforyourpraise.Howdoyoufigureoutthecarfee?Howmuchisthechargefare?Whattimedoyouwanttogo?CanIgetyourroomnumber?I’llcallyouwhenIgetitready.Convenient便利的Motel汽车旅馆Parkinglot停车场OfferingHelpfortheCustomerCanIhelpyou?WhatcanIdoforyou?MayItakeyourbagforyou?MayIhelpyouwithyoursuitcase?Bellservice=Concierge礼宾服务Wouldyoulikemetocallataxiforyou?Tips1.AskingInformationAndPointingtheWay征询和指路对不起｡请问盥洗室(休息室､电梯)在哪儿?Excuseme.Whereisthewashroom,restroom,elevator?在二(三)楼｡It’sonthesecond,third,floor.请这边走｡Thisway,please.往左转/右转｡Turnleft/right.在大厅靠近大门的地方｡It’sinthelobbynearthemainentrance.在走廊尽头的地下室｡It’sinthebasementattheendofthecorridor.2.HowtoAsktheGuesttoHaveaWait如何请对方等一会3.HowtoRefusetheGuest如何拒绝客人的要求请稍等｡Justamoment,please.您久等了｡Thankyouforwaiting.很抱歉让您久等了｡Iamverysorrytohavekeptyouwaiting.请您稍候好吗?

Couldyouwaitalittlelonger,please?拒绝客人时,不要一口回绝说“No.”,要委婉一些｡不好意思,我恐怕没办法那样做｡

IamafraidIcan’tdothat.Tips4.HowtoMakeanApology如何道歉

如果是自己的错就说:“Iamsorry.”如果是公司的错,就说:“Wearesorry.”5.Leaving客人离店很抱歉延误了时间｡Iamverysorryforthedelay.很抱歉造成您的不便｡Iamverysorryfortheinconvenience.为这个错误我深表歉意｡

Iwouldliketoapologizeforthemistake.当客人准备离开时,可以说:祝您有美好的一天｡Haveaniceday.希望不久能再次见到您｡

Wehopetoseeyouagainsoon.谢谢光临｡

Thankyouforstayingwithus.AttheFrontDeskAimsofStudyingHowtomakearegistration如何进行登记Howtoreceiveaguestwithareservation如何接待有预订的客人Howtoreceiveawalk-inguest如何接待临时入住的客人UsefulDrills

Haveyoumadeareservation?您预订过房间吗?Haveyoureservedaroom?您订过房吗?Haveyoubookedanyrooms?您订了房间了吗?I

DoYouHaveaReservation?询问客人是否有预订Wouldyouliketoregister?请您登记｡Willyoupleasefilloutthisregistrationform?请填写入住登记表｡MayIhavealookatyourpassport?/identification我能看一下您的护照/身份证吗?Wouldyoumindfillingoutthisregistrationform?请您填写住宿登记表｡IIRegister请客人登记Pleasewriteoutyournationality.请写上您的国籍｡Pleasewriteoutyourpermanentaddress/forwardingaddress.请写上您的永久地址/当前地址｡PleasewriteoutyourpassportNo./visaNo.请写上您的护照号码/签证号码｡Pleasewriteouttheexpiredateofyourpassport/visa.请写上您的护照有效期/签证有效期｡Pleasesignyournamehere.请在此签名｡IIIExplaintheRegistrationForm解释有关住宿登记表内容TipsMind,Watch,yourstep请走好｡Pleasebecareful.请当心｡Pleasedon’tleaveanythingbehind.请别落下任何东西

Don’tworry.别担心

Takeiteasy.放心好了non-smokingroom无烟房

Pleasedon’tsmokehere.请不要在这儿吸烟1.在酒店的接待处为了使服务更周到､更细微体贴,接待员经常使用一些提醒用语来引起客人对一些事情或者细节的注意｡以下列举一些常用提醒语,对实际工作有所帮助｡Exercises1.Jane在中国旅行，现在她来到迎宾馆的前台，要求在此住两个晚上，因为她没有预定，接待员为她提供了walk-in入住登记服务。2.Jane是迎宾馆的常住客人，离开一个月后又回到酒店入住。Goodmorning,sir.CanIhelpyou?Yes,please.Iwouldliketocheckin.Doyouhaveareservation?No,Ihaven’tbookedaroom.MayIhaveyourname,please?Jane.Wouldyoupleasefillouttheregistrationform?Sure.Isthisallright?Pleasewritedownyourpermanentaddresshere.Sure.Thankyou.Yourroomnumberis5308.Hereisthekeytotheroom.Thankyou.Goodmorning,Jane.It’ssonicetoseeyouagain.Howareyou?I’mverywell,thankyou.Andyou?Weareallfine,too.Thankyou.(Presentingtheregistrationform)Couldyousignyournamehere?Yes,ofcourse.Bytheway,canItakethesameroomIstayedlasttime?Ienjoyedverymuchoftheviewfrommyroom.Yes.Weallknowyouliketheroom.Itwillalwaysbevacantuntilyoucomeback,ifpossible.Great.YouarethemostconsideratereceptionistI’veevermet.Thankyou.Wearealwaysatyourservice.TheCashierAimsofStudyingChecking-out结账离店ForeignCurrencyExchange兑换外币Mis-calculation算账出错Check-outGoodmorning,sir.MayIhelpyou?IsthiswhereIcanpaymybills?Yes.Pleasetellmeyourroomnumberandwhenyouwouldliketocheckout.Myroomnumberis507andI’dliketocheckoutnow.Justamomentplease.（Checkingfiles）AreyouMrBellow?Yes.Didyouhavebreakfastthismorning?Yes,butIpaidcashforit.Andhaveyouusedanyhotelservicessincebreakfast?Yes.Iusedthemini-bar.Idrankacanofcoca-cola.Allright.（GivingMrBellowthebill）Hereyouare,sir.Ittotals3450yuanRMB,including15%servicecharge.Pleasecheckit.I’msorry.What’sthisfor?（Pointingtoafigure）That’sfortheDDDcallsyoumadefromyourroom.Oh,Isee.Thankyou.CanIpaywithtraveller’schecks.Certainly,sir.Hereisyourinvoice,MrBellow.Wehopeyou’llhaveapleasanttriphome.DDDcall:DomesticDirectDial国内直拨电话IDDcall:InternationalDirectDial国际直拨电话Localcall市话Longdistancecall长途电话Drills

Pleaseshowmeyourpassportorsomeotheridentification.

Wouldyousignhere,please?I’lldrawupyourbillforyou.ForeignCurrencyExchangeGoodafternoon,sir.Ca