酒店前臺日常實(shí)用英語口語很全

1、酒店前臺英語口語一.概述在酒店里所使用的英語會話，根本上是屬于商業(yè)英語，與日常生活會話中所使用 的英語略有不同，較注重禮節(jié)。正式英語通常會讓人誤解為極艱深的英語， 其實(shí)， 只要套用一定格式的句子和單詞，就可以了。例如：非正式英語正式英語What s your name? May I have your name?您貴姓？請問您貴姓大名？Do you want some tea? Could you like some tea?您要喝茶嗎？ 請問您想喝茶嗎？Over here, please. Could you come this way please?這邊請。 請您往這邊走好嗎？* 不要說

2、OK, Sure, Yeah 等等，而要說 Certainly, Sir.* Hey, uh-huh, Hang on 等等，也不適合在酒店中使用。*別說“I don t know. 回答“不知道是非常不禮貌的說法。可以說 “just a moment, please. I ll check that for you.”請稍候，我來幫您確認(rèn)，然后請有能力處理的人前來協(xié)助。*對男性客人，尊稱為Sir;面對女性客人時尊稱為 Ms.在招呼客人時，最好說“ Excuse me, Sir(Ms),不要直接稱呼Mr.或Ms.至于 稱呼小孩，可以直接使用 Excuse me,但是不可以直接稱呼boy或gir

3、l.*正視對方的眼睛，以顯示出你的信心和誠意。但必須注意，注視對方的眼睛， 并不是無理地盯著對方看。*在面對語言不通的外籍人士時，一定要多加利用手勢和肢體語言。但是使用手 勢時要特別小心，因為對于不同國家、民族而言，手勢的意義也大不一樣。二.根本待客英語一在正式的英語表現(xiàn)里，疑問根本句型可分為以下四種：May I Could you Would you Shall I ?只要理解這四種根本的句型，就可以處理大局部業(yè)務(wù)上的狀況。.自己要做什么事時，就使用 May I May I have your name, please?請問尊姓大名May I have your check-out time

4、, please?請問您什么時候結(jié)帳離開？May I see your passport, please?請讓我看一下您的護(hù)照好嗎？May I know your nationality, please?請問您的國籍是什么？. 麻煩客人時，可使用 Could you 1 / 63Could you fill out the form, please?請您填寫這表格好嗎？Could you write that down, please?請您寫下來好嗎？Could you draft the fax, please?請您寫下的草稿好嗎？Could you hold the line, pleas

5、e?請不要掛好嗎？.詢問客人的喜好或是做什么時，可使用 Would youWould you like tea or coffee?請問您要喝茶還是咖啡？Would you like to take a taxi?請問您要搭計程車嗎？Would you mind sitting here?請問您介意坐在這里嗎？*只要在疑問詞后加“ Would you，就可以提出大局部的詢問。When would you like to visit Kunshan?請問您想要何時參觀昆山？When would you like to have lunch?請問您想在哪里用餐？What time would yo

6、u like to eat?請問您想何時用餐？Who would you like to contact?請問您想和誰聯(lián)絡(luò)？Which kind of room would you prefer?請問您喜歡哪一種房間？How would you like to settle your bill?請問您的賬單如何處理？How long would you like to stay?請問您要逗留多久？How many tickets would you like to buy?請問您要買幾票？.在提供建議協(xié)助、征求意見時，可使用 Shall I 或 Would you like me to do

7、?2 / 63Shall I draw the curtains?請問需要我把窗簾拉上嗎?Shall I draw you a map?請問要我為您畫一地圖嗎?Shall I make the reservation for you?請問要我為您安排預(yù)約嗎？二招呼語Good morning.（ 用于中午以前）Good afternoon.（ 用于中午至下午六點(diǎn)以前）Good evening.（ 用于下午六點(diǎn)過后）在這些招呼語的后面接句子，例如：Good morning, sir. Are you checking-out?早上好，先生，請問您要退房嗎？Good afternoon, sir.

8、Welcome to LI JIA Hotel.中午好，先生，歡迎光臨麗嘉酒店Good evening, Ms. May I help you?晚上好，小姐，請問我能為您服務(wù)嗎？后面也可以接上自己酒店名稱、部門名稱，如：Good morning, sir. This is the Front Desk. May I help you?早上好，先生。這里是服務(wù)臺，請問您需要服務(wù)嗎？三回答. 一般性的回答I see, sir.我明白了，先生。Certainly, sir.好的，先生。.請對方再等一會兒Just a moment, please.請稍等。Thank you for waiting.您

9、久等了，先生3 / 63I am very sorry to have kept you waiting.很抱歉讓您久等了。Could you wait a little longer, please?請您稍候好嗎？.要麻煩客人或是拒絕客人的要求時拒絕客人時，不要一 口回絕說“ No.，要委婉一些。I am afraid I can t do that.不好意思，我恐怕沒方法那樣做。Excuse me, sir. Please let me pass.不好意思，先生，麻煩讓我過一下。.道歉如果是自己的錯就說“ I am sorry.;如果是公司的錯，就說：“ We are sorry. 。I

10、am very sorry for the delay.很抱歉延誤了時間I am very sorry for the inconvenience.很抱歉造成您的不便。I would like to apologize for the mistake.為這個錯誤我深致歉意。.客人對自己說“ Thank you. 時回答You are welcome.不客氣。Thank you, sir.4 / 63您，先生。Thank you very much.非常感您。.交給客人某些東西時，可以說Here you are.您要的東西在這里。Here is your room key.這是您的房間鑰匙。He

11、re it is.這是您的東西。.當(dāng)客人準(zhǔn)備離開時，可以說：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.希望不久能再次見到您。Thank you for staying with us.光臨。.當(dāng)客人的英語難以理解時面對客人的疑問，不要只是一味地傻笑，或是一直說Yes, Yes.如果聽不懂事，要向客人提出疑問，或是先向?qū)Ψ秸f“ Just a moment, please.,然后請求他 人協(xié)助。Pardon?對不起？Pardon me?對不起？I beg your pard

12、on?對不起請再說一遍好嗎？Could you repeat that, please?5 / 63請您重復(fù)一遍好嗎？假設(shè)是不敢肯定對方所說的局部容時，可以將不明白的局部重復(fù)一遍，如：Excuse me, sir. Do you mean you lost your room key ?不好意思，先生，您是說您丟了房間的鑰匙？英語的應(yīng)對.接時不可以簡單地回答“ Hello ，而應(yīng)報上自己的公司或所屬單位的名稱。 例如：“Hello, this is Information Desk. 您好，這里是問詢處。Information Des k speaking. May I help you? 問

13、詢處，請問您要服務(wù)嗎？.打錯時如果是外線打錯時，可以回答：I am afraid you have the wrong number.不好意思，您打錯了。This is the LI JIA Hotel, 2234-1156.這里是麗嘉酒店，是2234-1156。如果是總線轉(zhuǎn)錯線時，可以回答：This is Room Reservations. I ll transfer your call to Restaurant Reservations.這里是客房預(yù)約處，我?guī)湍D(zhuǎn)接到餐廳預(yù)約柜臺。I am afraid this is a direct line. We can not transfe

14、r your call to the Chinese Restaurant Could you dial 2234-1156, please.不好意思，這是直接。我們無法為您轉(zhuǎn)接中式餐廳。 請您改撥2234-1156好嗎？.當(dāng)負(fù)責(zé)的工作人員不在時I am afraid Mr.Lin is out at the moment. He should be back around 5 p.m.不好意思，林先生現(xiàn)在外出。他應(yīng)該會在下午5點(diǎn)左右回來。I am afraid Mr.Hao is on another line. Could you hold the line, please?不好意思，郝先

15、生正在講。請您在線上稍侯好嗎？I ll tell him to call you back when he returns.他回來時，我會請他回電。May I have your name and phone number, please?請告訴我您的大名和好嗎？6 / 634.當(dāng)會話完畢時完畢中的對話時，不可以簡單說bye-bye，最好說:Thank you for calling.感您的來電。You are welcome, sir.先生，不客氣。We look forward to hearing from you.我們靜候您的佳音。Please contact me if you ha

16、ve any further questions.如果您有任何其他問題，請和我聯(lián)絡(luò)。三.柜臺服務(wù)B= 亍服務(wù)員BellmanC=K 務(wù)員（Clerk）H有房服務(wù)員HousekeepingBC領(lǐng)班Bell Captain 6書人GuestTo the Front Desk.帶客人到柜臺B: Good evening, Ms. Welcome to China-trust Hotel.小姐，晚安。歡迎光臨酒店。G: Thank you.你。B: How many pieces of luggage do you have?請問您有多少件行？G: Just this three.只有這3件。B: T

17、wo suitcases and one bag. Is that right?2個旅行箱和1個手提皮包，這樣對嗎？G: Yes. That s all.對，就這些了。7 / 63 B: I ll show you to the Front Desk. This way, please. I ll put your bags by the post over there.我來帶您到柜臺，這邊請。我先將您的行放在柱子旁邊。G: I see, thanks.我知道了，。B: A bellman will show you to your room whenyou have finished che

18、cking-in.當(dāng)您辦好住宿登記時，行服務(wù)員會帶您到房間。G: OK. Fine.好極了。B : Please enjoy your stay.祝您住宿愉快。Taking a guest to the room酒店常用英語口語100句英語培訓(xùn) 來源：職業(yè)餐飲網(wǎng) 發(fā)布2009年03月28日點(diǎn)擊數(shù)：46681字體：小大】【收藏】1、Good morning , sir madarm早上好，先生小姐2、Good afternoon , ladies and gentlemen下午好，女士們，先生們。3、Good evening , miss Price晚上好，普萊絲小姐。4、How are you

19、 today , Mr Brown ?你今天好嗎？布朗先生。5、I m quite well , thank you.我很好，你。6、Hs good to see you again , sir madarm再次見到你真高興，先生小姐7、Nice to meet you , sir.見到你真高興，先生。Titles 稱呼8、Are you Mrs.Best ?你是貝絲特夫人嗎？9、You must be professor Ford.你一定是福特教授。10、May I know your name , sir madaim ?我可以知道你的名字嗎？先生小姐。11、 Here s a lette

20、r for you, Dr white.懷特醫(yī)生，這兒有你的一封信。12、you re wanted o n the phone , Captain Smith.史密斯船長，有你的。13、Welcome to our hotel , miss Henry.8 / 63歡迎來到我們酒店，享利小姐。14、May I be of service to you , Mr Baker ?我能為你服務(wù)嗎？貝克先生？15、Can I help you , Ms Blake ?我能幫你嗎？布雷克小姐？16、Would you take the seat , young lady ?請坐，小姐，Offering

21、 Help 主動提出幫助17、May I help you ?18、Can I help you ?我能幫你嗎？19、What can I do for you ?我能為你作什么？20、May I take your ba for you ?我可以為你拿你的手提包嗎？21、 May I help you with your suitcase ?我能幫你拿你的箱子嗎？22、Would you like me to call a taxi for you?你需要我為你叫一輛出租車嗎？23、Thank you very much.非常感24、Thanks for the trouble .麻煩你了2

22、5、 It svry kind of you ?你真是太好了26、No, thanks.不用了，！Answers to Thanks 對感語的應(yīng)答27、 You re welcome.歡迎你28、Not at all.不用29、That s all right.沒關(guān)系Don t mention it.別提了It s my plcasurc.這是我的榮幸Expressing welcome 表示歡迎Welcome , sir madarm。歡迎光臨，先生小姐Welcome to our hotel , sir madami。歡迎光臨我們酒店，先生小姐Welcome to our western

23、restaurant.9 / 63歡迎來我們西餐廳35、We re glad to have you here.我們很高興你來到之兒36、I m always at your service , sirmadarh。隨時為你效勞，先生小姐。Apologies 表示道歉37、I m sorry , sir madarh。對不起，先生小姐。38、I m very sorry.非常抱歉。39、I m sorry to trouble you.對不起打擾你了。40、I m sorry to have taken so much of your time.對不起占用你太多時間了。41、I m sorry

24、 to have kept you waiting .對不起讓你久等。42、Excuse me for interrupeing you.原諒我打撓你了。43、I hope you ll forgive me.我希望你能原諒我。Answers to Apology 對道歉語的應(yīng)答It doesn t matter.沒關(guān)系。45、It s nothing.沒什么。46、Never mind.別放在心上。47、That s nothing.沒什么。48、Don t bother about that.別再想它。49、Don t worry about it.別擔(dān)心。50、Don t ap olog

25、ize , It was my fault.別道歉，這是我的錯。Good wishes良好祝愿51、Have a good time !祝你們玩得愉快！52、Have a nice evening !祝你晚上愉快。53、Happy Birthday !生日快樂。54、Merry Christmas !10 / 63圣誕快樂。55、May you succeed祝你成功Parting 分手再見56、Good bye and good luck.再見，祝你好運(yùn)。57、Hope you ll have a nice trip.希望你旅途愉快。58、Wish you a pleasant journe

26、y .祝你旅途愉快。59、Happy landing.祝你安全抵達(dá)。60、Bon voyage.一帆風(fēng)順。61、Hope to see you again.希望再次見到你。62、Good night.晚安。63、See you Tomorrow.明天見。Self Introduction自我介紹64、I m henry , I m from Golden Lake Hotel , I m here to meet you .我叫享利，來自金湖酒店，我是來接您的。65、My name is Irene , I m the housekeeping Department waiter.我的名字是艾

27、琳，我是管家部服務(wù)員。66、I m the receptionist here , welcome to our hotel. 我是這兒的接待員，歡迎來到我們酒店。67、Reservations , May I help you ?預(yù)訂部，我能幫你嗎？68、Room service , May I come in ?送餐服務(wù)，我可以進(jìn)來嗎？69、This is Henry Adams speaking.我是享利。亞當(dāng)斯。Affirmative Responses 肯定回答70、Surely.當(dāng)然可以。71、Certainly , sirmadami。當(dāng)然可以，先生小姐。72、Yes, sir

28、,madami。是的，先生小姐。73、That s true , sirmadami。是這樣的，先生小姐。11 / 6374、Very well.非常好。Negative Responses 否認(rèn)回答75、No , sirmadarh。不，先生小姐。76、I don t think so.我不這樣認(rèn)為。77、Of course not.當(dāng)然不。78、I m afraid that s not a good idea.恐怕，那個主意不好。Useful Questions 常用問句79、What do you prefer , tea or coffee ?你喜歡什么？茶還是咖啡。80、Woull

29、d your please sign here ?請在這兒簽名好嗎？81、A table for two ?兩人的一臺嗎？82、How long do you plan to stay ?你計劃住多久。83、Could you please spell your name ?請拼一下你的名字嗎？84、What kind of room would you like ?你要哪類房間？85、May I see your passport ?我可以看你的護(hù)照嗎？86、May I have your tetephone number ?我可以知道你的嗎？87、Whats the trouble , s

30、ir ?你怎么啦？先生。88、Shall I call a doctor for you?我為你叫一個醫(yī)生嗎？89、Dir you eyoy the play ?你喜歡這個節(jié)目嗎？90、Do you like this song ?你喜歡這首歌嗎？Useful expressions慣用表達(dá)語91、Enjoy you breakfast , sir ?請享用你的早餐，先生。92、Here is the menu.給你菜譜。93、The service guide is on the desk.服務(wù)指南在桌面上。94、The swimmcing pool is over there .12 /

31、63游泳池在那邊。95、Go ahead , please.請接著講。96、The line is busy .線路正忙。97、You look grest .你看上去真棒。98、Please consult the song list .請翻閱點(diǎn)歌單。99、It s a very touching story.這是一個非常感人的故事。100、Without music , the world would be dull.如果沒有音樂，這世界將會變得很沉悶。酒店常用英語一英語培訓(xùn) 來源：職業(yè)餐飲網(wǎng) 發(fā)布2009年03月28日點(diǎn)擊數(shù)：17921字體：小大】【收藏】Part one : gener

32、al expressionsGoodmorning (afternoon ,evening),sir(madam).早上好下午、晚上好，好，先生夫人How do you do? (- how do you do ?) 您好!Hello (or hi )! 您好！How is everything (with you )?這幾天過得怎么樣? 您的身體好嗎？再次見到您太好了，約翰您的一切都好嗎？How are you getting on ( or along ) these days ?How are you ? (- Fine ,thank you .and you? )Glad (nice

33、) to see you .見到您很高興。Welcome to our hotel.歡迎到我們的酒店來！It s nice to meet you again , Mr. Johnson .遜先生。Good - bye.(or bye-bye) 再見！Good night.晚安晚間告別用Have a good rest.祝您休息好！See you later (tomorrow).以后明天見！Hope to see you again soon.希望不久再見到您！Have a good time.祝您過得愉快！客房用品英文一覽表英語培訓(xùn) 來源：職業(yè)餐飲網(wǎng) 發(fā)布2009年03月25日點(diǎn)擊數(shù)：18

34、971字體：小大】【收藏】住宿篇1前臺:13 / 63company陪伴，同伴single room 單人房double room雙人房intend 想要，打算party參加共同活動的一批，一組，一組人 date日期，日子kind種，類bath浴室shower淋浴suite一套房間deluxe 豪華的presidential總統(tǒng)的，總統(tǒng)職務(wù)的available 可用的，合用的，可得到的，可到達(dá)的fully 完全地，徹底地name名字，姓，名稱address 地址 the phone number be able to 能，會guarantee 保證， 擔(dān)保， 包， 管 occupancy 占有

35、，占用 peak 最高的， 頂峰的arrival 到來，到達(dá)departure 啟程，離開，出發(fā)book預(yù)定，定hotel旅館offer 提出，提供discount 折扣vacancy空，空房間solid 全部地be full up全滿include 包括，包含 major較大圍的，主要的international 國際的，世界的 provide with 提供mini-bar 小冰柜sort 種類，類別price 價格，價錢dollar 美元service 服務(wù)，服侍of course 當(dāng)然rate 價格，費(fèi)用tax extra 另加稅金look forward to 期待，希望receiv

36、e 接待，接見，歡迎guest 旅客，宿客welcome to歡迎到來bellboy 行 員，旅客服務(wù)員客房用品英文一覽表doorbell門鈴trash can垃圾桶socket插座cat s eye貓眼sheet床單14 / 63clothesline晾衣純safety chain防盜鏈quilt被子receiver接收器switch開關(guān)guilt cover被套laundry form洗衣單mirror鏡子pillow枕頭baggage rack行架15 / 63closet衣柜pillowcase枕套plug插頭clothes hanger衣架facial tissues紙巾ice cu

37、bes冰塊protective mask防毒面具facial tissues box紙巾盒ice pail冰桶l(fā)aundry bag洗衣袋16 / 63telephone flat ironblanket毛毯note便簽mattress床墊bathrobe浴袍shoe-brush鞋擦shampoo洗發(fā)液slippers拖鞋bedside table床頭柜foam bath17 / 63沐浴液air conditioner空調(diào)glass玻璃exhaust fan換氣扇desk書桌bathroom浴室cotton swab棉簽desk lamp臺燈toilet衛(wèi)生問weigh bridge地秤dr

38、awer18 / 63抽屜washbowl洗臉盆watering can水壺hotel services guide飯店服務(wù)指南water tap水龍頭handicraft工藝品remote controller遙控器serving tray托盤button按鈕sewing kit針線包tooth brush19 / 63牙刷power電源envelop信封tooth paste牙膏mineral water礦泉水letter paper信紙shower cap浴帽instant noodles碗面hair dryer吹風(fēng)機(jī)soap香皂curtain窗簾20 / 63yellow page黃貞

39、comb梳子window窗戶magazine雜志soap dish皂托tea table茶幾network cable網(wǎng)線glass cup玻璃杯ashtray煙缸mouse pad鼠標(biāo)墊21 / 63razor剃須刀match火柴wall lamp壁燈stool馬桶carpet地毯TV電視toilet paper手紙light bulb電燈泡chair椅子towel毛巾22 / 63refrigerator冰箱bath towel浴巾beer啤酒bathtub浴缸coke cola可口可樂bath mat防滑墊seven-up七喜flower vase花瓶23 / 63酒店處理投訴英語英語培

40、訓(xùn) 來源：職業(yè)餐飲網(wǎng) 發(fā)布2009年03月25日點(diǎn)擊數(shù)：14281字 體：小大】 【收藏】Settling complaints處理投訴來源： 日期：2006年01月04日20:36:45 閱讀11924次Key Sentences重點(diǎn)句子Can you change the room for me ? Its too noisy能給我換個房間嗎？這兒太吵了。Mywife was woken up several times by the noise the baggage elevator made我妻子被運(yùn)送行的電梯發(fā)出的嘈雜聲弄醒了幾次。She said it was too much

41、for her她說這使她難以忍受。Im awfully sorry , sir .非常對不起，先生。I do apologize 我向您道歉。No problem , sir .沒問題，先生。Well manage it , but we dont have any spare room today我們會盡力辦到，但是今天我們沒有空余房間。Could you wait till tomorrow ?等到明天好嗎？I hope well be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sle

42、ep 我希望明天晚上我們能呆在一套安靜的房間里睡個好覺。And if there is anything more you need , please let us know如果還需要別的什么東西，請告訴我們。The light in this room is too dim 這房間里的燈光太暗了。Please get me a brighter one請給我換個亮的。Certainly , sir . Ill be back right away好的，先生，我馬上就回來。 The room is too cold for me I feel rather cold when I sleep

43、這房間太冷了，我睡覺時感到很冷。Dialogue AA guest Bwants to change a room . He goes to the assistant manager AA: Good morning , sir . What can I do for you ?B： Im Bell . Im in Room 908 . Can you change the room for me ? Its too noisy . Mywife was wokenup several times by the noise the baggage elevator made She said

44、 it was too much for her 24 / 63A： Im awfully sorry , sir . I do apologize . Room908 is at the end of the corridor . Its possible that the noise is heard early in the morning when all is quiet B： Anyhow Id like to change our roomA： No problem , sir . Well manage it , but we dont have any spare room

45、today . Could you wait till tomorrow ? The American People-to-people Education Delegation will be leaving tomorrow morningTherell be somerooms for you to choose fromB： All right . I hope well be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleepA： Be sure . Ill makea not

46、e of that . Everything will be taken care of . And if there is anything more you need , please let us know Dialogue BA： Goodevening , maam Did you ring for service ? What can I do for you?B： Yes. The light in this room is too dim. Please get me a brighter oneA： Certainly , sir . Ill be back right aw

47、ay - Do you mind if I move your things ?B： Oh, no. Go ahead.A： Thank you How is the light now ?B： Its much better now . Thank you .A： Youre welcome. And if you need any other things , please let us know. B： Ah, yes, the room is too cold for me I feel rather cold whenI sleep . Can you turn off the ai

48、r-conditioning?A： ChecksThe air-conditioning is already off , maam.B： Maybe Im getting a coldA： Would you like an extra blanket ?B： OK And would you please get me some hot water , too ? I think I need to take some medicineA： Certainly , maam Ill be right backhere is a blanket , and hot water for you

49、 . Anything else ?B： No, thanks .A： Good night , mq amWords and Expressionselevator n .電梯corridor n .走廊，回廊delegation n .代表團(tuán) extra a .額外的，外加的 blanket n .羊毛毯，毯子，毛氈 酒店前臺接待常用英語酒店英語 來源：職業(yè)餐飲網(wǎng) 發(fā)布2009年03月15日點(diǎn)擊數(shù)：26841字 體：小大】【收藏】根本待客英語一在正式的英語表現(xiàn)里，疑問根本句型可分為以下四種：25 / 63May I -Could you Would you Shall I -?只要理解這四

50、種根本的句型，就可以處理大局部業(yè)務(wù)上的狀況。.自己要做什么事時，就使用 May I -May I have your name, please?請問尊姓大名May I have your check-out time, please?請問您什么時候結(jié)帳離開？May I see your passport, please?請讓我看一下您的護(hù)照好嗎？May I know your nationality, please?請問您的國籍是什么？. 麻煩客人時，可使用 Could youCould you fill out the form, please?請您填寫這表格好嗎？Could you wri

51、te that down, please?請您寫下來好嗎？Could you draft the fax, please?請您寫下的草稿好嗎？Could you hold the line, please?請不要掛好嗎？.詢問客人的喜好或是做什么時，可使用 Would youWould you like tea or coffee?請問您要喝茶還是咖啡？Would you like to take a taxi?請問您要搭計程車嗎？Would you mind sitting here?請問您介意坐在這里嗎？*只要在疑問詞后加“ Would you，就可以提出大局部的詢問When would

52、you like to visit Foshan?請問您想要何時參觀？26 / 63When would you like to have lunch?請問您想在哪里用餐？What time would you like to eat?請問您想何時用餐？Who would you like to contact?請問您想和誰聯(lián)絡(luò)？Which kind of room would you prefer?請問您喜歡哪一種房間？How would you like to settle your bill?請問您的賬單如何處理？How long would you like to stay?請問您要逗

53、留多久？How many tickets would you like to buy?請問您要買幾票？4.在提供建議協(xié)助、征求意見時，可使用 Shall I 或 Would you like me to do ?Shall I draw the curtains?請問需要我把窗簾拉上嗎？Shall I draw you a map?請問要我為您畫一地圖嗎？Shall I make the reservation for you?請問要我為您安排預(yù)約嗎？二招呼語Good morning.（ 用于中午以前）Good afternoon.（ 用于中午至下午六點(diǎn)以前）Good evening.（ 用于

54、下午六點(diǎn)過后）在這些招呼語的后面接句子，例如：27 / 63Good morning, sir. Are you checking-out?早上好，先生，請問您要退房嗎？Good afternoon, sir. Welcome to FOSHAN Electrcical Hotel.中午好，先生，歡迎光臨電子賓館Good evening, Ms. May I help you?晚上好，小姐，請問我能為您服務(wù)嗎？后面也可以接上自己酒店名稱、部門名稱，如：Good morning, sir. This is the Front Desk. May I help you?早上好，先生。這里是服務(wù)臺，

55、請問您需要服務(wù)嗎？三回答. 一般性的回答I see, sir.我明白了，先生。Certainly, sir.好的，先生。.請對方再等一會兒Just a moment, please.請稍等。Thank you for waiting.您久等了，先生。I am very sorry to have kept you waiting.很抱歉讓您久等了。Could you wait a little longer, please?請您稍候好嗎？.要麻煩客人或是拒絕客人的要求時28 / 63拒絕客人時，不要一 口回絕說“ No.，要委婉一些。I am afraid I can t do that.不好

56、意思，我恐怕沒方法那樣做。Excuse me, sir. Please let me pass.不好意思，先生，麻煩讓我過一下。.道歉如果是自己的錯就說“ I am sorry.;如果是公司的錯，就說：“ We are sorry. 。I am very sorry for the delay.很抱歉延誤了時間I am very sorry for the inconvenience.很抱歉造成您的不便。I would like to apologize for the mistake.為這個錯誤我深致歉意。.客人對自己說“ Thank you. 時回答 You are welcome不客氣。

57、Thank you, sir.您，先生。Thank you very much.非常感您。.交給客人某些東西時，可以說Here you are.您要的東西在這里。Here is your room key.這是您的房間鑰匙。Here it is.這是您的東西。.當(dāng)客人準(zhǔn)備離開時，可以說：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.希望不久能再次見到您。Thank you for staying with us.光臨。.當(dāng)客人的英語難以理解時面對客人的疑問，不要只是一味地傻

58、笑，或是一直說Yes, Yes.如果聽不懂事，要向客人提出疑問，或是先向?qū)Ψ秸f“ Just a moment, please.,然后請求他 人協(xié)助。29 / 63Pardon?對不起？Pardon me?對不起？I beg your pardon?對不起請再說一遍好嗎？Could you repeat that, please?請您重復(fù)一遍好嗎？假設(shè)是不敢肯定對方所說的局部容時，可以將不明白的局部重復(fù)一遍，如：Excuse me, sir. Do you mean you lost your room key ?不好意思，先生，您是說您丟了房間的鑰匙？英語的應(yīng)對.接時不可以簡單地回答“ Hel

59、lo ，而應(yīng)報上自己的公司或所屬單位的名稱。 例如：“Hello, this is Information Desk. 您好，這里是問詢處。Information Desk speaking. May I help you? 問詢處，請問您要服務(wù)嗎？.打錯時如果是外線打錯時，可以回答：I am afraid you have the wrong number.不好意思，您打錯了。This is the FOSHAN Electrcical Hotel,這里是電子賓館.如果是總線轉(zhuǎn)錯線時，可以回答：This is Room Reservations. I ll transfer your cal

60、l to Restaurant Reservations.這里是客房預(yù)約處，我?guī)湍D(zhuǎn)接到餐廳預(yù)約柜臺。.當(dāng)負(fù)責(zé)的工作人員不在時I am afraid Mr.Lin is out at the moment. He should be back around 5 p.m.不好意思，林先生現(xiàn)在外出。他應(yīng)該會在下午5點(diǎn)左右回來。I am afraid Mr.Hao is on another line. Could you hold the line, please?不好意思，郝先生正在講。請您在線上稍侯好嗎？30 / 63I ll tell him to call you back when he