國際酒店禮賓部英文培訓

1、酒店管理手冊禮賓部常用詞匯酒店管理之家禮賓部 Concierge 門童 Doorman 行李生 Bellman司機 Driver導游 Tour guide行李 Luggage行李牌 Luggage tag行李車 Trolley 行李房 Store Room 行李架 Luggage rack行李寄存 Keep luggage雨傘 Umbrella貴重物品 Valuables自助早餐 Buffet breakfast洗手間 Toilet / WC火車站 Railway station 超市 Super market貴賓車服務 Limousine Service五星級酒店 Five-star hot

2、el電梯 Elevator / Lift 機場 Airport 商場 Shopping center 小費 Tip 接機服務 Pick-up service 叫早服務 Morning call 叫醒服務 Wake up service易碎物品 Fragile objects 往前直走 Straight on 前廳部Front office department前臺 Front desk 總機 Service center 商務中心Business center票務服務Ticket service西餐廳 Western restaurant 中餐廳 Chinese restaurant 大堂吧

3、Lobby bar 醫(yī)務室 Clinic Room 桑拿 Sauna 按摩 Massage 會議室 Meeting room 停車場 Parking lot總經理 General managerGM總監(jiān) Director經理 Manager 大堂副理 Assistant managerAM主管 Supervisor 領班Captain賓客服務 Guest serviceGS前臺接待 Receptionist樓層服務Housekeeping維修人員 Repairman 換錢 Change money 明信片 Postcard 洗衣 Laundry service 小心輕放 Handle with

4、 Care 請勿倒立 Keep Top Side Up 常用句子May I help you sir? 我可以幫你嗎，先生？ How many pieces of your luggage sir? 你有多少件行李，先生？ Are these your luggage? 這些是您的行李嗎？ Is this everything, sir？ 這是全部東西嗎，先生？ Let me help you with your luggage. 讓我來幫您拿吧。 I will take care of your luggage. 我會照看您的行李的。 Just moment please, sir. Ill

5、 bring them to you right away. 等一會兒，先生。我馬上送來。 The bellman will show you to your room, sir. 先生，行李生會送您到房間的。 Here is your room key. 給您房間鑰匙。 You may leave your luggage in the Concierge. 您可以把行李放在禮賓部。 Would you like to leave your luggage here? 您要寄存行李嗎？ Dont worry, your luggage will be sent up at once. 別擔心

6、，您的行李很 快就會送上去的。 May I know your room number? 您能告訴我您的房間號嗎？ May I have a look at your room card? 我可以看一下您的房卡嗎？ Do you mind if I put your luggage here? 我把您的行李放在這里好嗎？ Please sign your name here. 請您在這里簽名。 Would you like me to call a taxi for you? 你需要我為你叫一輛出租車嗎？ About 60 minutes by taxi from here to Airpor

7、t. 從這里到機場大概需要 60 分鐘。 Im sorry to have kept you waiting. 對不起讓你久等了。 Would you tell me your phone number? 您能告訴我您的電話號碼嗎？ After you, please/ You first, please. 你先請。 This way, please 這邊請。 Is there anything else I can do for you？ 您還有什么事要我做嗎？ Ill send the luggage up by another lift. 我乘另一部電梯把行李送上去。 Here we a

8、re, sir, room 1101 先生，1101 房到了。 一對客提問方式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請問您什么時候結帳離開？ May I see your passport, please? 請讓我看一下您的護照好嗎？ 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?

9、 請您寫下來好嗎？ 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？When would you like to visit Da Liang? 請問您想要何時參觀大良？ When would you like to have lunch? 請問您想在哪

10、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？ Which kind of room would you prefer? 請問您喜歡哪一種房間？ 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 t

11、he 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) Good morning, sir. Are you checking-out? 早上好，先生，請問您要退房嗎？ Good afternoon, sir. Welcome to XXX Hotel. 中午

12、好，先生，歡迎光臨XXX酒店 Good evening, sir. May I help you? 晚上好，先生，請問我能為您服務嗎？ 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

13、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。 6.交給客人某些東西時，可以說 Here you are. 您要的東西在這里。 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