1、酒店常用英语口语1) Good morning(afternoon, evening),sir(madam).早上(下午、晚上) 好,先生( 夫人) 。2) How do you do ? 您好!(初次见面) How do you do ? 您好!Glad to meet you . 很高兴见到您。3) How are you ? 您好吗?Fine ,thanks. And you ? 好的,谢谢。您呢?4) Welcome to our hotel(restaurant, shop). 欢迎您到我们宾馆(餐厅、商店) 来。5) Wish you a most pleasant stay in
2、 our hotel . 愿您在我们宾馆过得愉快。6) I hope you will enjoy your stay with us . 希望您在我们宾馆过得愉快。(客人刚入店时 ) I hope you are enjoying your stay with us . 希望您在我们宾馆过得愉快。(客人在饭店逗留期间 ) I hope you have enjoyed your stay with us . 希望您在我们宾馆过得愉快。(客人离店时) 7) Have a good time ! 祝您过得愉快!电话用语:8) Imedp Hotel, Front Desk. . EDP 联盟大酒
3、店,前厅。您找谁?Can I help you ?9) Sorry , Ive dialed the wrong number. 对不起,我拨错号了。10) May I speak to your General Manager? 能和你们总经理说话吗?Speaking. 我就是。11) Sorry. He is not in at the moment . 对不起,他现在不在。Would you like to leave a message ? 您要留口信吗?12) Pardon ? 对不起,请再说一遍好吗?I beg your pardon ? 对不起,请再说一遍好吗?祝贺语:13) C
4、ongratulations! 祝贺您!14) Happy birthday! 生日快乐!15) Happy New Year! 新年快乐!16) Merry Christmas! 圣诞快乐!17) Have a nice holiday! 节日快乐!18) Wish you every success! 祝您成功!答谢和答应语:19) Thank you (very much). 谢谢您( 非常感谢) 。20) Thank you for your advice(information,子 help). 感谢您的忠告(信息、帮助) 。21) Its very kind of you . 谢谢
5、,您真客气。22) You are welcome. 不用谢。23) Not at all . 不用谢。Dont mention it . 不用谢。24) Its my pleasure . 很高兴为您服务。With pleasure .My pleasure .25) I am at your service. 乐意为您效劳。26) Thank you for staying in our hotel. 感谢您在我们饭店下榻。道歉语:27) Im sorry . 很抱歉。28) Excuse me . 对不起。29) Im sorry . Its my fault . 对不起,那是我的过错。
6、30) Sorry to have kept you waiting . 对不起,让您久等了。31) Sorry to interrupt you . 对不起,打扰您了。32) Im sorry about this. 对此表示歉意。33) I apologize for this. 我为此道歉。34) Thats all right . 没关系。35) Lets forget it . 算了吧。征询语:36) Can(May ) I help you ? 我能帮您什么吗?Yes ,please . 好的。37) What can I do for you ? 我能为您干点什么吗?38) Is
7、 there anything I can do for you ? 有什么我能为您效劳的?39) Just a moment , please . 请稍等一下。40) May I use your phone ? 我能借用您的电话吗?Yes ,of course . 当然可以。management 经营、管理market price 市价 cashiers desk 兑换处coin 硬币accounting desk 帐务处check-out time 退房时间voucher 证件price list 价目表 check, cheque 支票sign (动)签字interest 利息form
8、 表格 reservation 预订reception desk 接待处tip 小费reservation desk 预订处 luggage office 行李房per thousand 千分之 spare (形)多余的postpone (动)延期 cancel (动)取消travelers cheque 旅行支票pay (动)付款fill (动)填写 administration 管理、经营note 纸币registration desk 入宿登记处lobby 前厅 luggage rack 行李架visit card 名片identification card 身份证rate of exc
9、hange 兑换率conversion rate 换算率charge (动)收费 bill 帐单change money 换钱 procedure 手续、程序information desk 问询处luggage label 行李标签overbooking 超额订房 per cent 百分之 reasonable (形)合理的cash (动)兑换keep (动)保留、保存 bank draft 汇票accept (动)接受procedure fee 手续费fill in the form 填表 电讯服务 operator 电话员house phone 内部电话special line 专线di
10、al a number 拨号码 hold the line 别挂电话cant put somebody through 接不通ordinary telegram 普通电话 receiver 听筒city phone 城市电话telephone number 电话号码replace the phone 挂上电话Line, please. 请接外线 The line is busy(engaged) 占线send a telegram(cable) 发电报 long distance 长途电话telephone directory 电话簿call somebody up 打电话给某人 cant h
11、ear somebody 听不见cant get through 打不通 inland telegram 国内电报ordinary mail 平信 switchboard 交换台central exchange 电话总局The connection is bad. 听不清express telegram 加快电报 special dispatch 专电 registered fee 挂号邮资postcard 明信片 客房设备、用品 escalator 自动楼梯bookshelf 书架ground floor (英)底,层,一楼 cabinet 橱柜switch 开关Venetian blind
12、 百叶窗帘 curtain 窗帘 wastebasket 字纸篓 tea trolley 活动茶几night table 床头柜 first floor (英)二楼,(美)一楼 folding screen 屏风hanger 挂钩plug 插头wall plate 壁上挂盘 Chinese painting 国画 elevator, lift 电梯drawer 抽屉second floor (英)三楼,(美)二楼 spring 弹簧cushion 靠垫,垫子socket 插座,插口sitting room 起居室voltage 电压 floor 楼层,地板carpentry (总称)木器tea
13、 table 茶几bedclothes 床上用品 quilt 被子 mattress 床垫thermos 热水瓶 transformer 变压器 酒店前台英语口语一概述在酒店里所使用的英语会话,基本上是属于商业英语,与日常生活会话中所使用的英语略有不同,较注重礼节。正式英语通常会让人误解为极艰深的英语,其实,只要套用一定格式的句子和单词,就可以了。例如:非正式英语 正式英语 Whats your name? May I have your name?您贵姓? 请问您贵姓大名?Do you want some tea? Could you like some tea?您要喝茶吗? 请问您想喝茶吗
14、? Over here, please. Could you come this way please?这边请。 请您往这边走好吗? * 不要说 OK, Sure, Yeah 等等,而要说 Certainly, Sir. * Hey, uh-huh, Hang on 等等,也不适合在酒店中使用。 * 别说 “I dont know.”回答“不知道” 是非常不礼貌的说法。可以说“just a moment, please. Ill check that for you.” (请稍候,我来帮您确认),然后请有能力处理的人前来协助。* 对男性客人,尊称为 Sir; 面对女性客人时尊称为 Ms.在招呼
15、客人时,最好说“Excuse me, Sir(Ms)”, 不要直接称呼 Mr.或 Ms. 至于称呼小孩,可以直接使用Excuse me,但是不可以直接称呼 boy 或 girl.* 正视对方的眼睛,以显示出你的信心和诚意。但必须注意,注视对方的眼睛,并不是无理地盯着对方看。* 在面对语言不通的外籍人士时,一定要多加利用手势和肢体语言。但是使用手势时要特别小心,因为对于不同国家、民族而言,手势的意义也大不相同。二.基本待客英语 (一)在正式的英语表现里,疑问基本句型可分为下列四种:1. May I 2. Could you 3. Would you 4.Shall I ?只要理解这四种基本的句型
16、,就可以处理大部分业务上的状况。1自己要做什么事时,就使用 May I May I have your name, please? 请问尊姓大名May I have your check-out time, please? 请问您什么时候结帐离开?May I see your passport, please? 请让我看一下您的护照好吗? May I know your nationality, please? 请问您的国籍是什么?2 麻烦客人时,可使用 Could you Could you fill out the form, please? 请您填写这张表格好吗?Could you wr
17、ite that down, please? 请您写下来好吗?Could you draft the fax, please? 请您写下传真的草稿好吗?Could you hold the line, please? 请不要挂电话好吗?3询问客人的喜好或是做什么时,可使用 Would you Would you like tea or coffee? 请问您要喝茶还是咖啡?Would you like to take a taxi? 请问您要搭计程车吗Would you mind sitting here? 请问您介意坐在这里吗?* 只要在疑问词后加“Would you ”,就可以提出大部分的
18、询问。When would you like to visit Kunshan? 请问您想要何时参观昆山?When would you like to have lunch? 请问您想在哪里用餐?What time would you like to eat? 请问您想何时用餐?Who would you like to contact? 请问您想和谁联络?Which kind of room would you prefer? 请问您喜欢哪一种房间?How would you like to settle your bill? 请问您的账单如何处理?How long would you li
19、ke to stay? 请问您要逗留多久?How many tickets would you like to buy? 请问您要买几张票?4在提供建议协助、征求意见时,可使用 Shall I 或 Would you like me to do ?Shall I draw the curtains? 请问需要我把窗帘拉上吗?Shall I draw you a map? 请问要我为您画一张地图吗?Shall I make the reservation for you? 请问要我为您安排预约吗?(二)招呼语 Good morning. (用于中午以前)Good afternoon. (用于中午
20、至下午六点以前)Good evening. (用于下午六点过后)在这些招呼语的后面接句子,例如:Good morning, sir. Are you checking-out? 早上好,先生,请问您要退房吗?Good afternoon, sir. Welcome to LI JIA Hotel. 中午好,先生,欢迎光临丽嘉酒店Good evening, Ms. May I help you? 晚上好,小姐,请问我能为您服务吗?后面也可以接上自己酒店名称、部门名称,如:Good morning, sir. This is the Front Desk. May I help you? 早上好,先生。这里是服务台,请问您需要服务吗?(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.请对方再等一会儿Just a moment, please.请稍等。Thank you for waiting.您久等了,先生。I am very sorry to have kept you waiting.