酒店服務(wù)口語(yǔ)

HotelSpokenEnglish

酒店服務(wù)口語(yǔ)Review酒店常用詞匯Hotel[h?u'tel]:旅館;飯店Restaurant['rest?r?nt]:餐館,飯店V.I.P.（貴賓）VERYIMPORTANTPERSON行李員Bellboy女禮賓員Doorgirl禮賓司Doorman接待員Receptionist領(lǐng)班Captain迎賓員Hostess服務(wù)員waiter/waitress傳菜員Busboy/Busgirl經(jīng)理Manager客房服務(wù)員Housekeeper前臺(tái)Frontoffice客房Hotelroom餐廳Canteen、Dinningroom衛(wèi)生間restroom、Washroom、Toilet電梯lift客人Guest大廚Chef先生Mr.Mister,Sir小姐Miss,Lady夫人Mrs.Madam,LadyCheck-In：指客人登記入住酒店，包括機(jī)場(chǎng)登機(jī)手續(xù)也是同樣的叫法Check-Out：指客人結(jié)賬離開(kāi)酒店你好！Hello!早上好！Goodmorning下午好！Goodafternoon晚上好！Goodevening謝謝！Thanks，Thankyou!再見(jiàn)！Goodbye!歡迎！Welcome對(duì)不起！Sorry打擾了！Excuse跟我來(lái)！FollowmeGoodmorningGoodafternoonGoodeveningWelcomeback早上好下午好晚上好歡迎回來(lái)HelloHowareyou!Howaredoingtoday?你好你好嗎？你今天過(guò)的好嗎？Good,thanks!Good-bye/Goodnight/Good-byefornow很好，謝謝，你呢？再見(jiàn)晚安再見(jiàn)Itwasnicetoseeyouagain.Haveagoodevening/Seeyoulater.很高興又見(jiàn)到你。晚上愉快。/回頭見(jiàn)。Itwasniceseeingyou.很高興見(jiàn)到你。HaveagoodweekendHaveasafetrip！周末愉快。一路平安。HaveagooddayHopetoseeyouagain！

祝您愉快。希望再見(jiàn)到您。Thankyouforcoming(Thanksforcoming)Lookforwardtoseeingyouagain感謝光臨。盼望再見(jiàn)到您。PHRASESONTHEJOB

工作短語(yǔ)三、對(duì)話常用語(yǔ)——詢問(wèn)inquiry1．自己要做什么事時(shí)，就使用MayI...MayIhaveyourname,please?

請(qǐng)問(wèn)尊姓大名MayIhaveyourcheck-outtime,please?

請(qǐng)問(wèn)您什么時(shí)候結(jié)帳離開(kāi)？MayIseeyourpassport,please?

請(qǐng)讓我看一下您的護(hù)照好嗎？MayIknowyournationality,please?請(qǐng)問(wèn)您的國(guó)籍是什么？[?n'kwa?r?]

2．麻煩客人時(shí)，可使用Couldyou...Couldyoufillouttheform,please?

請(qǐng)您填寫(xiě)這張表格好嗎？Couldyouwritethatdown,please?

請(qǐng)您寫(xiě)下來(lái)好嗎？Couldyoudraftthefax,please?

請(qǐng)您寫(xiě)下傳真的草稿好嗎？Couldyouholdtheline,please?

請(qǐng)不要掛電話好嗎？3．詢問(wèn)客人的喜好或是做什么時(shí)，可使用Wouldyou...Wouldyouliketeaorcoffee?

請(qǐng)問(wèn)您要喝茶還是咖啡？Wouldyouliketotakeataxi?請(qǐng)問(wèn)您要搭計(jì)程車(chē)嗎？Wouldyoumindsittinghere?請(qǐng)問(wèn)您介意坐在這里嗎？4．在提供建議協(xié)助、征求意見(jiàn)時(shí)，可使用ShallI...或Wouldyoulikemetodo...?

ShallIdrawthecurtains?

請(qǐng)問(wèn)需要我把窗簾拉上嗎？ShallIdrawyouamap?請(qǐng)問(wèn)要我為您畫(huà)一張地圖嗎？ShallImakethereservationforyou?請(qǐng)問(wèn)要我為您安排預(yù)約嗎？Goodmorning.(用于中午以前)Goodafternoon.(用于中午至下午六點(diǎn)以前)Goodevening.(用于下午六點(diǎn)過(guò)后)在這些招呼語(yǔ)的后面接句子，例如：Goodmorning,sir.Areyouchecking-out?

早上好，先生，請(qǐng)問(wèn)您要退房嗎？Goodafternoon,sir.WelcometoLIJIAHotel.

中午好，先生，歡迎光臨麗嘉酒店。Goodevening,Ms.MayIhelpyou?

晚上好，小姐，請(qǐng)問(wèn)我能為您服務(wù)嗎？后面也可以接上自己酒店名稱、部門(mén)名稱，如：Goodmorning,sir.ThisistheFrontDesk.MayIhelpyou?

早上好，先生。這里是服務(wù)臺(tái)，請(qǐng)問(wèn)您需要服務(wù)嗎？

對(duì)話常用語(yǔ)——招呼語(yǔ)

對(duì)話常用語(yǔ)——回答1．一般性的回答Isee,sir.我明白了，先生。Certainly,sir.好的，先生。2．請(qǐng)對(duì)方再等一會(huì)兒Justamoment,please.

請(qǐng)稍等。Thankyouforwaiting.

您久等了，先生。Iamverysorrytohavekeptyouwaiting.

很抱歉讓您久等了。Couldyouwaitalittlelonger,please?3．要麻煩客人或是拒絕客人的要求時(shí)拒絕客人時(shí)，不要一口回絕說(shuō)“No.”，要委婉一些。IamafraidIcan'tdothat.不好意思，我恐怕沒(méi)辦法那樣做。Excuseme,sir.Pleaseletmepass.

不好意思，先生，麻煩讓我過(guò)一下。4．道歉如果是自己的錯(cuò)就說(shuō)“Iamsorry.”如果是公司的錯(cuò)，就說(shuō)：“Wearesorry.”。Iamverysorryforthedelay.

很抱歉延誤了時(shí)間。Iamverysorryfortheinconvenience.

很抱歉造成您的不便。Iwouldliketoapologizeforthemistake.

為這個(gè)錯(cuò)誤我深致歉意。

對(duì)話常用語(yǔ)——回答5．客人對(duì)自己說(shuō)“Thankyou.”時(shí)回答Youarewelcome.

不客氣。Thankyou,sir.

謝謝您，先生。Thankyouverymuch.

非常感謝您。6．交給客人某些東西時(shí)，可以說(shuō)Hereyouare.

您要的東西在這里。Hereisyourroomkey.

這是您的房間鑰匙。Hereitis.

這是您的東西。五、對(duì)話常用語(yǔ)——回答7．當(dāng)客人準(zhǔn)備離開(kāi)時(shí)，可以說(shuō)：Haveaniceday.

祝您有美好的一天。Pleaseenjoyyourstay

祝您住宿愉快。Wehopetoseeyouagainsoon.

希望不久能再次見(jiàn)到您。Thankyouforstayingwithus.

謝謝光臨。

8．當(dāng)客人的英語(yǔ)難以理解時(shí)面對(duì)客人的疑問(wèn)，不要只是一味地傻笑，或是一直說(shuō)Yes,Yes.如果聽(tīng)不懂事，要向客人提出疑問(wèn)，或是先向?qū)Ψ秸f(shuō)“Justamoment,please.”,

然后請(qǐng)求他人協(xié)助。Pardon?

對(duì)不起？Pardonme?

對(duì)不起？Ibegyourpardon?

對(duì)不起請(qǐng)?jiān)僬f(shuō)一遍好嗎？Couldyourepeatthat,please?

請(qǐng)您重復(fù)一遍好嗎？五、對(duì)話常用語(yǔ)——回答Agenda

Part1FrontOfficeService前廳服務(wù)

MonthandWeekKeySentencesMonthandWeekJanuaryMondayFebruaryTuesdayMarchWednesdayAprilThursdayMayFridayJuneSaturdayJulySundayAugustSeptemberOctoberNovemberDecemberKeySentences-從普通到優(yōu)秀必備黃金句1、提供幫助HowcanIhelpyou,please?MayIhelpyou,pleaseIsthereanythingIcandoforyou,Sir/Madam?2、預(yù)訂房間Arethereanyroomavailable?Iwouldliketoreservearoomfrom5thAprilto9thApril.KeySentences-從普通到優(yōu)秀必備黃金句3、房間和放假的介紹Whatkindofroomdoyouwanttoreserve?Wecanofferyou30%discountatweekends.4、確認(rèn)預(yù)訂a.Welookforwardtoyourarriving/yourcoming/seeingyousoon.KeySentences-從普通到優(yōu)秀必備黃金句5、房間滿員時(shí)Iamsorry.Noroomsareavailable.Thisisthebusiestseason.Iamverysorry.Iamsorry,butalltheroomsareoccupiedforthenextweek.6、變更預(yù)訂a.Ihavetocancel/changethereservationmadeinyourhotel.RoomReservationUsefulWordsRoomrate房?jī)r(jià)Vacant空缺的Available可獲得的Tripleroom三人間Confirm確認(rèn)Rackrate門(mén)市價(jià)corporaterate協(xié)議價(jià)Singleroom單人房Specialrate特價(jià)，優(yōu)惠價(jià)Discount折扣Overbook超額beequippedwith配備有…Presidentialsuite總統(tǒng)套房Executiveroom行政房Executivesuite行政套房Deluxeroom豪華房Deluxesuite豪華套房deluxekingroom豪華大床connectingroom連通房juniorsuite普通套間check檢查roomkey房卡預(yù)定book預(yù)定ConfirmationofNames確認(rèn)姓名OnaCompanyAccount公司付賬WithaHotelVoucher持有預(yù)付收據(jù)RoomRateChangesforareturningGuest再度光臨而房費(fèi)不同ExchangeMoney兌換貨幣TourismServices旅游服務(wù)CallaTaxifortheGuest為客人叫出租車(chē)HotelSafety飯店安全CarServices汽車(chē)安排Check-out退房TotheReceptionDesk帶至柜臺(tái)TotheGuestRoom帶至客房TakingtheElevator搭乘電梯ArrivingattheRoom到達(dá)客房DeliveringtotheWrongRoom送錯(cuò)行李PickupGuest’sBags提取客人行李CollectBags領(lǐng)取行李DepositItems寄存物品CollectItems領(lǐng)取物品TagBeingLost遺失取物牌

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中餐廳privateroom包廂Westernrestaurant西餐廳lounge公共休息區(qū)Multi-functionalhall多功能廳meetingroom會(huì)議室Businesscentre商務(wù)中心beautysalon美容美發(fā)廳Boutiqueshop精品商場(chǎng)clinic醫(yī)務(wù)室Teashop茶葉店lobby大堂lobbybar大堂吧Sportscentre體育運(yùn)動(dòng)中心tennishall網(wǎng)球館In-doorheatedswimmingpool室內(nèi)恒溫游泳池Out-doorheatedswimmingpool室外恒溫游泳池Gymnasium/gym/fitnesscentre健身中心Snookerhall臺(tái)球館washroom/toilet洗手間children’splayground兒童游樂(lè)園Tabletennishall/Pingpongroom乒乓球館

Badmintonhall羽毛球館

game/chess/pokerroom棋牌室

Teahouse茶室golfcourt高爾夫練習(xí)場(chǎng)

Changing/lockerroom更衣室elevator/lift電梯

VIParea貴賓區(qū)saunaroom桑拿房

Steamroom濕蒸房warmwaterpool溫水池

Coolwaterpool涼水池hotwaterpool熱水池

Coldwaterpool冷水池

non-swimmer’spool/shallowpool淺水池

Swimmer’spool/deeppool深水池

Squashcourt壁球場(chǎng)

coffeeshop/cafe咖啡廳

musicbar音樂(lè)廳electricpiano鋼琴

yoga瑜伽

UsefulExpressionsCouldyougivemesomeinformationaboutthefacilitiesinyourhotel?There’safullrangeoftop-classrestaurantsandsportsfacilities.Isitforbusinessorpleasure?Dancing/ballhall/roomItisbeingbuiltatthemoment.Reception接待基本常識(shí)

本章節(jié)所述的接待包括歡迎客人(greeting)?開(kāi)/關(guān)車(chē)門(mén)(open/closethecardoor)?引領(lǐng)客人進(jìn)入大堂(leadtheguesttothehall)?答復(fù)客人感謝(answerforthethanking)?接待殘疾人(meetingthedisableguest)?主動(dòng)提供幫助(offeringhelp)?提供代客泊車(chē)服務(wù)(valetparking)?與客人道別(sayinggoodbyetotheguest)等內(nèi)容,這些都是酒店能否給客戶留下美好印象的關(guān)鍵?AimsofStudyingHowtoreceiveguestsattheairport.如何在機(jī)場(chǎng)迎接客人Howtoofferspecialbellserviceforguests.如何向客人提供專(zhuān)項(xiàng)應(yīng)接服務(wù)Howtoreceiveguestsinfrontofthelobbydoor.如何接待客人入住酒店AttheAirportPickup接機(jī)thepicking-upboard接機(jī)牌Theluggagetags行李標(biāo)簽delay延誤Appreciate感激kindness友善，友好Cart手推車(chē)airport機(jī)場(chǎng)Nationality國(guó)籍Luggagecheck行李牌UsefulExpressionsIsityourfirstvisitto…?Hopeyouwillhaveaverypleasanttimehere.Ireallyappreciateyourkindness.Areyouaclerkfor…GuestHouse?Gladtomeetyou.Howwasyourtrip/journey?Howmanypiecesofluggagedoyouhavealtogether?Wehaveacarintheairportparkinglottotakeyoutoourhotel.UsefulDrillsTrolley/cart手推車(chē)，電車(chē)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汽車(chē)旅館Parkinglot停車(chē)場(chǎng)OfferingHelpfortheCustomerCanIhelpyou?WhatcanIdoforyou?MayItakeyourbagforyou?MayIhelpyouwithyoursuitcase?Bellservice=Concierge禮賓服務(wù)Wouldyoulikemetocallataxiforyou?Tips1.AskingInformationAndPointingtheWay征詢和指路對(duì)不起?請(qǐng)問(wèn)盥洗室(休息室?電梯)在哪兒?Excuseme.Whereisthewashroom,restroom,elevator?在二(三)樓?It’sonthesecond,third,floor.請(qǐng)這邊走?Thisway,please.往左轉(zhuǎn)/右轉(zhuǎn)?Turnleft/right.在大廳靠近大門(mén)的地方?It’sinthelobbynearthemainentrance.在走廊盡頭的地下室?It’sinthebasementattheendofthecorridor.2.HowtoAsktheGuesttoHaveaWait如何請(qǐng)對(duì)方等一會(huì)3.HowtoRefusetheGuest如何拒絕客人的要求請(qǐng)稍等?Justamoment,please.您久等了?Thankyouforwaiting.很抱歉讓您久等了?Iamverysorrytohavekeptyouwaiting.請(qǐng)您稍候好嗎?

Couldyouwaitalittlelonger,please?拒絕客人時(shí),不要一口回絕說(shuō)“No.”,要委婉一些?不好意思,我恐怕沒(méi)辦法那樣做?

IamafraidIcan’tdothat.Tips4.HowtoMakeanApology如何道歉

如果是自己的錯(cuò)就說(shuō):“Iamsorry.”如果是公司的錯(cuò),就說(shuō):“Wearesorry.”5.Leaving客人離店很抱歉延誤了時(shí)間?Iamverysorryforthedelay.很抱歉造成您的不便?Iamverysorryfortheinconvenience.為這個(gè)錯(cuò)誤我深表歉意?

Iwouldliketoapologizeforthemistake.當(dāng)客人準(zhǔn)備離開(kāi)時(shí),可以說(shuō):祝您有美好的一天?Haveaniceday.希望不久能再次見(jiàn)到您?

Wehopetoseeyouagainsoon.謝謝光臨?

Thankyouforstayingwithus.AttheFrontDeskAimsofStudyingHowtomakearegistration如何進(jìn)行登記Howtoreceiveaguestwithareservation如何接待有預(yù)訂的客人Howtoreceiveawalk-inguest如何接待臨時(shí)入住的客人UsefulDrills

Haveyoumadeareservation?您預(yù)訂過(guò)房間嗎?Haveyoureservedaroom?您訂過(guò)房嗎?Haveyoubookedanyrooms?您訂了房間了嗎?I

DoYouHaveaReservation?詢問(wèn)客人是否有預(yù)訂Wouldyouliketoregister?請(qǐng)您登記?Willyoupleasefilloutthisregistrationform?請(qǐng)?zhí)顚?xiě)入住登記表?MayIhavealookatyourpassport?/identification我能看一下您的護(hù)照/身份證嗎?Wouldyoumindfillingoutthisregistrationform?請(qǐng)您填寫(xiě)住宿登記表?IIRegister請(qǐng)客人登記Pleasewriteoutyournationality.請(qǐng)寫(xiě)上您的國(guó)籍?Pleasewriteoutyourpermanentaddress/forwardingaddress.請(qǐng)寫(xiě)上您的永久地址/當(dāng)前地址?PleasewriteoutyourpassportNo./visaNo.請(qǐng)寫(xiě)上您的護(hù)照號(hào)碼/簽證號(hào)碼?Pleasewriteouttheexpiredateofyourpassport/visa.請(qǐng)寫(xiě)上您的護(hù)照有效期/簽證有效期?Pleasesignyournamehere.請(qǐng)?jiān)诖撕灻?IIIExplaintheRegistrationForm解釋有關(guān)住宿登記表內(nèi)容TipsMind,Watch,yourstep請(qǐng)走好?Pleasebecareful.請(qǐng)當(dāng)心?Pleasedon’tleaveanythingbehind.請(qǐng)別落下任何東西

Don’tworry.別擔(dān)心

Takeiteasy.放心好了non-smokingroom無(wú)煙房

Pleasedon’tsmokehere.請(qǐng)不要在這兒吸煙1.在酒店的接待處為了使服務(wù)更周到?更細(xì)微體貼,接待員經(jīng)常使用一些提醒用語(yǔ)來(lái)引起客人對(duì)一些事情或者細(xì)節(jié)的注意?以下列舉一些常用提醒語(yǔ),對(duì)實(shí)際工作有所幫助?Exercises1.Jane在中國(guó)旅行，現(xiàn)在她來(lái)到迎賓館的前臺(tái)，要求在此住兩個(gè)晚上，因?yàn)樗龥](méi)有預(yù)定，接待員為她提供了walk-in入住登記服務(wù)。2.Jane是迎賓館的常住客人，離開(kāi)一個(gè)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結(jié)賬離店ForeignCurrencyExchange兌換外幣Mis-calculation算賬出錯(cuò)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國(guó)內(nèi)直撥電話IDDcall:InternationalDirectDial國(guó)際直撥電話Localcall市話Longdistancecall長(zhǎng)途電話Drills

Pleaseshowmeyourpassportorsomeotheridentification.

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