總機(jī)英文培訓(xùn)

1、總機(jī)-英文培訓(xùn) 禮貌用語 Good morning /Good afternoon /Good evening/Good night What can I do for you？/May/Can I help you？/How Can I do for you? Have a nice trip/Hope you have a nice day/a pleasant day/have a good rest。 Wait a moment，please/Hold on，please。/please hold the line，please。 Glad to meet you/Nice to me

2、et you。 Thank you very much/It doesnt matter./Youre welcome. Excuse me/Im sorry Go upstairs，please/This way，please/Turn left/right/Follow me，please 酒店各部門英文表達(dá) 前廳部 Front Office 客房部 House Keeping 餐飲部 Food and Beverage Departme 銷售部 Sales and Marketing Department 財務(wù)部 Financial Department 采購部 Purchasing D

3、epartment 行政部 Executive Department 人事部 Human Resources Department 工程部 Engineering Department 安保部 Security Department 酒店公共服務(wù)設(shè)施英文表達(dá)Room Service 客房送餐 Beauty Salon 美容美發(fā)House Keeping 客房中心 Lobby Bar 大堂吧 Front Desk 前臺 Safety Deposit Box 保險箱 Concierge 禮賓 Bell Man行李員Business Center 商務(wù)中心 Laundry Bag 洗衣袋CCTV 監(jiān)

4、控中心 Express Service快遞服務(wù)Executive lounge 行政酒廊 Collect Laundry 收取客衣Entertainment Service 娛樂設(shè)施 Self-Service 自助服務(wù) 4 Seasons Self-Service restaurant 四季自助餐廳 Chinese Restaurant 中餐廳Western Restaurant 西餐廳 Conference Room 會議室Currency Exchange 外幣兌換 Night Club 夜總會IDD（International Direct Dial） 長途直撥 Sauna 桑拿Shop

5、ping Arcade 商場 Swimming Pool 游泳池Lost and Found 失物招領(lǐng) Shoe Shine Service擦鞋服務(wù)IDD （International Direct Dial） 國際直撥DDD（Domestic Direct Dial） 國內(nèi)直撥 房間物品英文表達(dá)Ashtray 煙灰缸 Mirror 鏡子Hanger 衣架 Toilet Paper 衛(wèi)生紙Basket /Welcome Tea 歡迎茶壺 Desk Lamp 臺燈Tissue 紙巾/Tissue Holder紙巾盒 Cloth Brush 衣刷Bathrobe 浴袍 Shoe Shine 鞋油I

6、ron電熨斗/ Iron Board電熨斗板 Out Let 電源插座Clock/Alarm鬧鐘 Closet 壁櫥DVD Player 播放機(jī) Switch開關(guān)Hair Dryer 吹風(fēng)機(jī) Adaptor插座Internet Line 網(wǎng)線 Scissors剪刀Pillow 枕頭 Pillow Case枕頭套 Slipper拖鞋Safe Box 保險箱 Shaver/Razor剃須刀Remote Control 遙控器 Comb 梳子Umbrella 遙控器 Body Lotion 潤膚露Towel 毛巾 Bath Tub 浴缸Bed Cover 床罩 Body Towel浴巾Bath Fo

7、am 沐浴液 Toothpaste 牙膏Soap Dish 皂盒 Mineral Water礦泉水Toilet Bowl 馬桶 Bed Side Table 床頭柜Quilt 被子 Mattress 床墊 Facial Tissue 面巾紙 Electric Kettle電熱水壺 總機(jī)常用電話接聽英文表達(dá)一 接聽用語1 Hold on，please請稍等！2 The line is busy，please call back later。 對不起，電話占線，請您稍后再撥。3 Theres no answer，Would you like to leave a message？電話沒人接，您是否

8、需要留言？4 Who would you like to speak to？請問您找那位？5 Sorry , there's no guest with that name。對不起，沒有這個姓名的客人6 Would you like to repeat the number ?請您再說一遍好嗎？7 Could you speak a little louder , please 請您大聲一點好嗎：8 Could you speak slowly ,please?請說慢一點！9 如遇對方撥錯號碼：I'm afraid you dial the wrong number . her

9、e is xx hotel operator恐怕您撥錯了號碼，這里是XXX酒店總機(jī)。10外線來電詳細(xì)問詢時： I'll put you through to the information desk我將幫您把電話轉(zhuǎn)到問訊處；11 來電方需要留言：A、Could you please give me the message , sir / madam?請告訴我您的留言內(nèi)容B、Thank you for calling , I 'll relay the message to Mr./Mrs.請放心，我一定將您的意思轉(zhuǎn)達(dá)給X先生/小姐，謝謝您的來電，再見！二、酒店住店客人的叫醒受理

10、：01、May I have your name and your room number , please?能告訴我您的姓名和房號嗎？02、Could you tell me what time would you like to get up ?/May I know your wake up call time，please？請問您需要什么時間的叫醒？03、May I repeat your room number and the time , sir / madam ?我重復(fù)一遍您的房號和叫醒時間，好嗎？04、Good morning (afternoon , evening ), s

11、ir / madam ! this is your *oclock wake-up call Service，Today is cloudy，the temperature will be between * degrees and * degrees。Have a good day to you (have a nice day )!早上好（中午、晚上好），先生/女士，這是您*點的叫醒服務(wù)，今天多云，最高溫度*度，最低溫度*度，祝您一天愉快！附：關(guān)于天氣情況的詞匯Sunny 晴朗的Cloudy 多云的 Windy 有風(fēng)的Partly Cloudy 局部多云Rainy 下雨的Showery 陣

12、雨的Heavy Rain 大雨Light Rain 小雨Storms 雷雨三、接內(nèi)線電話用語：您好，Operator，May I help you？接外線電話用語：您好，Dingli International Hotel，May I help you?四、住客電話詢問：01、 內(nèi)線和市話電話免費。There is no charge for in -house and local call02、I 'll check immediately and call you back in a moment我會立刻為您查找，然后打電話給您；03 Would you mind waiting

13、a minute , I'll check it for you right now請稍等一會兒好嗎？我馬上為您查找五、代客人接國際，國內(nèi)長途；01、Is this a paid call or collect call?請問這是自己付費還是對方付費電話？PS：If you want to make a IDD，you should press 9 0 0 firstly，then the country code , the area code and telephone number如果您希望撥長途，請先撥0，再加00然后撥國家代碼，地區(qū)代碼，及電話號碼。 If you want

14、to make a DDD，you should press 0 firstly，and then press 00,then the area code and telephone number。02、Could you please tell me country code , the area code and telephone number, sir /madam?您能告訴我電話的國家代碼，地區(qū)代碼和電話號碼嗎？03、Could you please tell me who are you want to speak ?您能告訴我您希望找哪位？04、Could you please

15、spell your name ?能告訴我您的名字是怎么拼的嗎？酒店總機(jī)日常英語口語1.請問您貴姓？對不起，請您重復(fù)一次好嗎？May I have your name？/Would you give me your name? I beg your pardon? ( Pardon， please? )2.請拼出客人的名字好嗎？How to spell the guests name please?3.對不起，因線路問題我聽不清楚您說話，請重新打一次好嗎？Im very sorry. I cant hear clearly,. Could you call it again?4能告訴我客人是哪

16、里人嗎？Would you tell me where the guest comes from?5能告訴我客人是哪間公司的嗎？Would you tell me which company the guest is from?6 .對不起，我們在酒店的名單上找不到客人的名字。I am sorry. We cant find the guest name on our hotel list.7 .介意我把電話轉(zhuǎn)接到接待處讓他們?yōu)槟橐幌?，好嗎？Would you mind connecting the line to reception to check it?8. 我再幫您查一下，請稍等。I

17、 will check it for you again. Just a moment please.9 .很抱歉，讓您久等了。I am sorry to have kept you waiting.10 .請您重復(fù)一遍您說的，好嗎？Could you repeat what you said? / I beg your pardon?11. 請您講慢一點（大聲點），好嗎？Could you speak more slowly ( loudly )?12. 請稍等，我將為您轉(zhuǎn)接。Wait a moment, please. l will connect/transfer it for you.

18、13. 您好，先生。這里是總機(jī)，您有一個外線電話，介意我接入您的房間嗎？How are you, sir? This is the operator. You have an outside line. May I put it through ？14. 晚上好，丹尼斯先生，布魯斯先生的電話，請問您是否需要接聽？Good evening, Mr. Dennis, Mr. Bruce is on the line (Phone) now. Would you like to take it?15. 對不起，先生，他的電話占線，請您稍后再撥。Im sorry, sir. The line is b

19、usy now, Could you please call back later.16 .對不起，先生，電話無人接聽，請您稍后再撥或留言。Im sorry, sir. Nobody is answering, Could you please call back later or leave a message.17 .讓我重復(fù)一次您的信息吧。Let me repeat your message.18 .對不起，我聽不懂您說什么，我可以幫您轉(zhuǎn)接給大堂副理嗎？Sorry I cant follow you. May I put you through to the assistant mana

20、ger?19 .對不起，先生，房間電話未掛好，轉(zhuǎn)不進(jìn)去。Im sorry, sir. The phone is restricted, I cant get through.20. 對不起，先生，我們不可以透露客人的房號。I am sorry, sir, were not allowed to disclose our guests room number.21. 我是8101房客，有人給我留言嗎？I am staying in room 8101./I am the guest of room 8101。 Did anyone leave message for me?22 .我的電話留言燈

21、一閃一閃的，是否有我的留言？The message light flashes constantly. Is there any message for me?The message light is flashing. Does that mean I have a message?23 .對不起，先生我們暫時沒有收到您的留言。Im sorry, sir. There is no message for you. / We havent got any message for you.24 .是的，您有一個留言。您不在時，*先生打電話給您，請您早上9點在大廳等候，屆時會有人來接您。Yes,

22、you have got a message. Mr. * has phoned to you when you were out, he wanted you to wait in the lobby at 9; 00am, the company will send someone to pick you up.25. 晚上好，*先生，請問您有收到您的留言嗎？Good evening, *sir. Did you receive your message?26. 晚上好，*先生，您的朋友*先生邀請您今晚7點到二樓中餐廳用晚餐。Good evening, *sir. Your friend

23、Mr. * invited you to have dinner on the second floor at LIBAI room in the Chinese restaurant at 7 oclock tonight.27 .您好,在您外出時,*公司的李先生來電找過您,并請您收到留言后,盡快復(fù)電 給他。How are you, Mr. *. When you were out, Mr.Lee of * company called you. HeWanted you to receive this message, please call him back as soon as pos

24、sible.28 .早上好,您的朋友*請您8點到西餐用早餐,8點30分在大堂集合。Good morning, Mr. *, Your friend Mr.*asked you to have breakfast at the westernRestaurant at 8 o clock. Then wait in the lobby for him at 8:30am.29 .請幫我接一下Jack He 的電話.Could you put me through to Jack He?30. 對不起，先生，Jack He 休假（下班了 / 不在位置上），我稍后請他復(fù)電話給您。請您留下聯(lián)系方式。I

25、m sorry, sir. Jack He is on holiday (isnt on duty / isnt in the office), I will ask him to call you back. . Do you want to leave a message / speak to someone else.31. 隔壁房間的人太吵了,吵得我不能入睡。I couldnt fall sleep because of the noise from the next door.32. 請馬上派人來幫忙拿行李。Please send someone to carry the lugga

26、ge right away.33. 可以借用一下熨斗和熨板嗎？Can I borrow an iron and ironing board?34. 房間空調(diào)有點問題.Theres something wrong with the air conditioning.35. 噴水頭的熱水出不來。The hot water in the shower doesnt work.36. 電燈不亮。The light isnt working.37. 電源關(guān)閉了。The power is off.38. 請送一些毛巾過來。Could you send some towels to my room?39.

27、浴巾還是面巾？Bath towels or face towels, please?40. 請派人到我的房間來收拾餐具好嗎？Please send someone to clear up the tableware.41. 請你把中文語言調(diào)為英文語言。Could you please change the Chinese language into English language?42 .我把門鎖上了，但把鑰匙遺忘在房間里了。I have locked the door, and left the key inside.43. 請您幫我把門打開好嗎？Could you please help

28、 me open the door?44. 沒問題，請您在門口等候，我馬上叫服務(wù)員過去。No problem, Please wait at the door, we will call an attendant right away.45. 請你立刻派人到我的房間來好嗎？Could you send someone to my room right away?46. 是的，先生，我馬上叫服務(wù)員過去。Yes, sir, I will call an attendant to your room right away.47. 我有一些衣服要洗。I want some clothes to be

29、washed.48. 衣服什么時間能洗好？When can I get my laundry back?49. 請問內(nèi)線怎么打？How can I make a room-to-room call?51. 房間號碼請先撥8，再撥房號，其它分機(jī)直撥。Please dial 8 first, and then room number, another extension directly dial the number.52. 請問您要打電話給哪個房間？需要我?guī)湍D(zhuǎn)接嗎？Would you tell me which room do you want to call to? May I trans

30、fer the call for you?53. 請接855房。Please connect me to room 855.54. 外線怎么打？請先撥9，然后撥您所要打的號碼。How can I make an external call? Please dial 9 first, and then the telephone number.55. 請問您想打到哪里（國家，城市）？Where (which country / city) would you like to call, please?56. 您可以告訴我電話號碼嗎？我?guī)湍油ê笤俎D(zhuǎn)入您房間?Could you tell me t

31、he telephone number , please? May I connect it first and then transfer into your room?57. 對不起，這個號碼是錯的，您還有其它的號碼嗎？Excuse me. Its the wrong number, do you have another one?58. 請掛上電話后等一會，我會把電話接到您的房間的。Please hang up and wait. I will transfer the call to your room.59. 請不要掛線，我馬上幫您接通。Hold on please, I will

32、connect with it right now.60. 本地電話1元一分鐘，已抱括服務(wù)費。Local call is one yuan a minute and including the service charge61. 國際長途是8元一分鐘，加20%服務(wù)費The International call is eight yuan a minute,. plus twenty fiv e percent service charge.62. 你可以告訴我ATT對方付款的號碼嗎？Could you tell me the ATT collecting call number ?63. 是1

33、0811. 讓我提醒您，即使是由受話人付款，酒店方面仍要收取手續(xù)費的。10811. May I remind you that there is still a handling charge for a collect call in the hotel?64. 我房間很冷，請問有暖氣嗎？My room is too cold. Is there heating in the room?65. 不好意思，這里沒有暖氣，但我們可以提供一個暖爐給您。Im sorry sir, theres not heating in the room. But we can offer a heater to you.66 .電腦上不了網(wǎng)，請叫電腦員過來檢查一下。I cant access to the Internet. Please call a computer engineer to check it for me.67. 您可以先重啟