酒店前臺接待常用英語.doc

學習資料收集于網(wǎng)絡(luò)，僅供參考基本待客英語（一）在正式的英語表現(xiàn)里，疑問基本句型可分為下列四種：1. May I 2. Could you 3. Would you 4.Shall I ?只要理解這四種基本的句型，就可以處理大部分業(yè)務(wù)上的狀況。1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照好嗎？May I know your nationality, please?請問您的國籍是什么？2 麻煩客人時，可使用Could you Could you fill out the form, please?請您填寫這張表格好嗎？Could you write that down, please?請您寫下來好嗎？Could you draft the fax, please?請您寫下傳真的草稿好嗎？Could you hold the line, please?請不要掛電話好嗎？3詢問客人的喜好或是做什么時，可使用Would you Would 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 ”，就可以提出大部分的詢問。When would you like to visit Foshan?請問您想要何時參觀佛山？When 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?請問您要逗留多久？How many tickets would you like to buy?請問您要買幾張票？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?請問要我為您畫一張地圖嗎？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以前)Good evening. (用于下午六點過后)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. Welcome to FOSHAN Electrcical Hotel.中午好，先生，歡迎光臨佛山電子賓館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，請問您需要服務(wù)嗎？（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.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？3.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 cant do that.不好意思，我恐怕沒辦法那樣做。Excuse me, sir. Please let me pass.不好意思，先生，麻煩讓我過一下。4.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。5.客人對自己說“Thank you.”時回答You are welcome.不客氣。Thank you, sir.謝謝您，先生。Thank you very much.非常感謝您。6.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。7 當客人準備離開時，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.謝謝光臨。8當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 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？若是不敢肯定對方所說的部分內(nèi)容時，可以將不明白的部分重復(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？ 電話英語的應(yīng)對1 接電話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?！癐nformation Desk speaking. May I help you?”問詢處，請問您要服務(wù)嗎?2.打錯電話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，您打錯電話了。This is the FOSHAN Electrcical Hotel,這里是佛山電子賓館.如果是總線轉(zhuǎn)錯內(nèi)線時，可以回答：This is Room Reservations. Ill 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。3.當負責的工作人員不在時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，郝先生正在講電話。請您在線上稍侯好嗎？Ill 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電話好嗎？4.當會話結(jié)束時結(jié)束電話中的對話時，不可以簡單說“bye-bye”,最好說：Thank you for calling.感謝您的來電。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 have 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=行李服務(wù)員（Bellman）C=服務(wù)員 (Clerk)H=客房服務(wù)員（Housekeeping）BC=領(lǐng)班（Bell Captain）G=客人（Guest）To the Front Desk.帶客人到柜臺B: Good evening, Ms. Welcome to FOSHAN Electrcical Hotel.小姐，晚安。歡迎光臨佛山電子賓館。G: Thank you.謝謝你。B: How many pieces of luggage do you have?請問您有多少件行李？G: Just this three.只有這3件。B: Two 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. Thats all.對，就這些了。B: Ill show you to the Front Desk. This way, please. Ill put your bags by the post over there.我來帶您到柜臺，這邊