酒店宾馆前台接待常用英语

hotelenglish

part 1 greetings问候

2. good morning/afternoon/evening, sir/madam. what can i do for you?

先生/女士，你好！请问我能为您做点什么？

3. my name is ..., is there anything else i can do for you, just let me know.

我叫...，如果需要我为您做些什么，请告诉我。

4.if you have any problems, please feel free to contact us .

如果你有任何需要，请随时联系我们。

5.have you make a reservation ?\have you booked the room?\are you the vip? 请问有预订吗？\请问你是会员吗？

6.what kind of room would you like ?

请问您需要什么类型的房间。

7.sorry ,i don’t quite understand .

对不起，我不是很明白。

8.i’m afraid we’ve fully booked for that time .

抱歉，我们那个时段已给订满了。

9.it’s the hot /peak/busy season ,you know ?

这是酒店业的旺季。

10.excuse me ,how do spell it ,please ?

打扰一下，您能拼写一下您的名字吗？

11.we can only keep your table /room till …

我们能保留您的房间直到...

12.let me show you to your room ,this way please .

让我带您到房间，这边请。

_______________________________________________________________________________ part 2 helping to check-in帮助入住

1.please have a seat for a while, i’ll help you with the check-in procedure.

请在那边稍坐一会儿，我将会为您办理入住手续。

2. would you please give me your passport or id card and credit card ?, i’ll help you to fill in the form.

请把您的护照和信用卡交给我，我帮您办理入住手续。

3. how many nights will you stay this time?

这次入住您会住多少天？

4. which room would you like, we have these kinds of rooms...?

您是要哪种房间？

5. excuse me, sir/madame. how would you like to pay the deposit, cash or credit card（together or separately）?

先生/女士，不好意思，打搅一下。请问您是要付现金还是刷卡（分开付押金还是一起付）呢？

6.here is your room key and the breakfast coupon. would you please sign here?

这是您的房卡和早餐券。请您在这里签个名好吗？

7. here are your passport and the credit card . you can go up to the room now

i hope you enjoy your stay with us..

这是给回您的护照和信用卡。现在您可以上房间了。希望您在这里居住愉快。

_______________________________________________________________________________ part3 providing service during staying居住期间服务

1.regular service常规服务

(1) please wait a second. i’ll transfer it for you. .

请稍等一下，马上为你转接过去。

(2) because you are checking out two days early, you need to give us two cash vouchers back. 您比原定退房的时间提前了两天，所以我们需要收回二张现金券。

(3) there is a great garden and pond behind the hotel, which is suitable for exercise and having a walk

酒店后面有很漂亮的花园和水塘，那里是非常适合跑步和散步的地方。

(4) this money is damaged .i’m afraid we can’t change it, this is according to the hotel rules.您的钱（纸币）上有裂口（污迹），按酒店的规定，我们不能为您兑换。

(5) i’m sorry that you could not get cash by credit card here . i can book a car take you to the bank to get some cash.

不好意思，酒店规定不可以用信用卡来套取现金，如果您需要，我可以安排车送您去银行（atm 机）上提取现金。

(6) what denominations would you like?

你想要什么面值的人民币呢？

(7)i’m sorry, but we do not accept the dollars with cb.

对不起，我们这里不收cb版的美金。

(8)can i fax this paper?

我可以传真这份文件吗？

-certainly, sir. where do you want to fax it to?

当然可以，先生。请问是传真到哪里的？

-how would you like to pay for it, sir?

你打算怎样付款呢，先生？

-could you charge it to my room bill?

可记在我的客房账单内吗？

-sure. here is your fax record, sir. would you please sign here?

当然。这是你的传真记录，先生，麻烦你在这里签名好吗？

(9)could you please send a car to the airport to pick me up?

你能安排一辆车到机场接我吗？

(10)could you please give us your flight no.?

你能告诉我您的航班号吗？

2. reminder提醒

(1) it’s better for you to wear more clothes, because it’s pretty cold outside.

外面天气很冷，你最好穿多些衣服。

(2) today is a rainy day and the floor is slippery so please be careful.

今天外面在下雨，地面很滑走路时请多加小心。

3.internet service网络服务

(1) there is free broadband internet access in every room , connector plug is on the desk. 写字台上有宽带插头，您可以随便使用。

对不起，酒店的电脑服务中心出现了一点小故障，房间暂时不上了网，请稍候一下就会恢复正常。

好的，我马上安排电脑员上去帮您。

2.about the laundry关于洗衣

(1)the laundry collected between 8am to 6pm will be returned at midnight on the same day ;while the one collected between 6pm to 8 am will be returned at 2pm on the next day.

上午八点到下午两点接洗衣将会在当天午夜前送回；而下午两点到次日八点的洗衣将会在第二日下午两点之前送回。

(2)for the laundry, the regular service is within 8 hours and the express service is within 5hours. 普洗服务是八小时内送回,而快洗是5小时。

(3) there is a stain on your clothes, and we’ll try our best to get rid of it . however, i can’t guarantee that we can remove it totally.

您的衣服上有很难洗掉的污迹，我们会尽最大的努力去处理，但不能保证一定可以处理掉。

(4)could you send someone up for my laundry, please?

请派人到我房间取要洗的衣服，好吗？

-certainly, sir. our room attendant will be up in a minute.

好的,我们的服务员马上到。

5.medical service医疗服务

(1) you don’t look very well today. what seems to be wrong ?

你看上去有些不舒服, 还好吧 ?

(2) i feel dizzy and have a sore throat besides , i can not sleep well recently?

我感到头晕，喉咙痛。还有，最近都睡不好。

(3) don’t worry , i will arrange a doctor to look after you .

不要担心，我将立即安排医生照顾你。

(4) any other symptoms? like stomach ache, coughing, or nausea?

还有其他症状吗？比如胃痛、咳嗽或者恶心？

(5) the doctor said you have got the flu. she’ll prescribe some medicine for you .take two tablets at a time, three times a day. you’d better stay in bed for one or two days.

医生说你感冒了。她会给你开药。这药每次吃两片，每天三次，并建议你最好在床上休息一两天。

(6) -are they strong?

-yes. they may make you a little drowsy. by the way, you should be sure to take them after you eat.

药性强吗？

是的，会让你犯困。还有，你得在用餐完毕后才能吃药。

(7) can you give me some medicine for heartburn?

你可以给点胃药给我吗？

(8) i’m afraid the doctor can’t give you medicine for that unless you tell her about your history of stomach ache?

如果你不告诉医生你是否有胃病史，恐怕他不能随便给你胃药。

(9) well, i do have gastritis for two years.

恩，我确实有两年的胃病。

(10) since your blood pressure is higher than normal, could you tell the doctor whether you have diabetes?

你的血压偏高，请问你是否有糖尿病？

（11）how is the acid in your stomach? is the acid feeling very strong?

胃酸的强度怎么样？你是否感觉十分强烈？

(12) are you taking other medicine at present? please let us know just in case of chemical reaction. .

你最近有没有服用其它药物？为了防止药品之间产生不好的化学反应请告诉我们。

(13) are you feeling better now, sir?

先生，你好些了吗？

(14)what happened to your leg, sir?

先生，你的腿怎么呢？

-i tripped and fell in the bathroom.

我不小心在浴室摔倒了。

-please don’t worry, i’ll ask the doctor to go to see you right away.

请不要担心，我马上叫医生过去。

_______________________________________________________________________________ part 4 apologize道歉

1. i’m very sorry. there could have been a mistake, and i do apologize for that.

很抱歉。出了错误，我应当道歉。

2. i assure you it won’t happen again.

我保证此类事情不会在发生。

3. i do apologize for inconvenience on behalf of our hotel.

对您造成的不便，我谨代表酒店向您道歉。

4. i’m sorry to tell you that your medicine bottle (cosmetic bottle) was broken by accident . i sincerely apologize for that.

非常抱歉，服务员在为您清理房间时，不小心打碎了你的药瓶（化妆品瓶子）。

5. i’m sorry to hear that. that’s unusual. i’ll look into the matter at once.

很抱歉，这很不寻常，我立刻去调查一下。

6. i’m very sorry .i hope you’re not hurt please forgive me..

对不起，你没事吧，请原谅我。

7. i deeply apologize madam, would you care to send this dress for dry-cleaning? no charge of course.

我们深感抱歉，小姐。请你把衣服拿去干洗，一切费用，由酒店负担。

8.i’m terribly sorry please do accept our apology. we’ll do our best..

请接受我们的道歉，我们会尽快想办法。篇二：酒店前台接待常用英语

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，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 write 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询问。

when would you like to visit foshan?

请问您想要何时参观佛山？

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 like 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 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.篇三：酒店前台接待常用英语

酒店前台接待常用英语

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，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 write 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询问。

when would you like to visit foshan?

请问您想要何时参观佛山？

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 like 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？

中午好，先生，欢迎光临佛山电子宾馆

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.

很抱歉让您久等了。

could you wait a little longer, please?

请您稍候好吗？

3.要麻烦客人或是拒绝客人的要求时

拒绝客人时，不要一口回绝说“no.”，要委婉一些。

i am afraid i can’t do that.

不好意思，我恐怕没办法那样做。

excuse me, sir. please let me pass.

不好意思，先生，麻烦让我过一下。

4.道歉

如果是自己的错就说“i am sorry.”; 如果是公司的错，就说：“ i am very sorry for the delay.

很抱歉延误了时间

i am very sorry for the inconvenience.

很抱歉造成您的不便。

i would like to apologize for the mistake.

为这个错误我深致歉意。

5.客人对自己说“thank you.”时回答

不客气。

thank you, sir.

谢谢您，先生。

thank you very much.

非常感谢您。

6.交给客人某些东西时，可以说

here you are.

您要的东西在这里。

here is your room key.

这是您的房间钥匙。

here it is.

这是您的东西。

7．当客人准备离开时，可以说：

have a nice day.

祝您有美好的一天。

please enjoy your stay

祝您住宿愉快。 we are sorry.”。

we hope to see you again soon.

希望不久能再次见到您。

thank you for staying with us.

谢谢光临。

8．当客人的英语难以理解时

面对客人的疑问，不要只是一味地傻笑，或是一直说yes, yes.如果听不懂事，要向客人提出疑问，或是先向对方说“just a moment, please.”, 然后请求他人协助。

pardon?

对不起？

pardon me?

对不起？

i beg your pardon?

对不起请再说一遍好吗？

could you repeat that, please?

请您重复一遍好吗？

若是不敢肯定对方所说的部分内容时，可以将不明白的部分重复一遍，如：

excuse me, sir. do you mean you lost your room key？

不好意思，先生，您是说您丢了房间的钥匙？

电话英语的应对

1．接电话时不可以简单地回答“hello”,而应报上自己的公司或所属单位的名称。例如：“hello, this is information desk.”

您好，这里是问询处。

“information desk speaking. may i help you?”

问询处，请问您要服务吗?

2.打错电话时

如果是外线打错时，可以回答：

i am afraid you have the wrong number.

不好意思，您打错电话了。

this is the foshan electrcical hotel,

这里是佛山电子宾馆.

如果是总线转错内线时，可以回答：

this is room reservations. i’ll transfer your call to restaurant reservations. 这里是客房预约处，我帮您转接到餐厅预约柜台。

3.当负责的工作人员不在时

i am afraid mr.lin is out at the moment. he should be back around 5 p.m. 不好意思，林先生现在外出。他应该会在下午5点左右回来。

i am afraid mr.hao is on another line. could you hold the line, please? 不好意思，郝先生正在讲电话。请您在线上稍侯好吗？

i’ll tell him to call you back when he returns.

他回来时，我会请他回电。

may i have your name and phone number, please?

请告诉我您的大名和电话好吗？

4.当会话结束时

结束电话中的对话时，不可以简单说“bye-bye”,最好说：

thank you for calling.

感谢您的来电。

先生，不客气。

we look forward to hearing from you.

我们静候您的佳音。

please contact me if you have any further questions.

如果您有任何其他问题，请和我联络。

三．柜台服务

b=行李服务员（bellman）

c=服务员 (clerk)

h=客房服务员（housekeeping）

bc=领班（bell captain）

g=客人（guest）

to the front desk.

带客人到柜台

小姐，晚安。欢迎光临佛山电子宾馆。

g: thank you.

谢谢你。

b: how many pieces of luggage do you have?

请问您有多少件行李？

g: just this three.

只有这3件。

b: two suitcases and one bag. is that right?

2个旅行箱和1个手提皮包，这样对吗？

g: yes. that’s all.

对，就这些了。

b: i’ll show you to the front desk. this way, please. i’ll put your bags by the post over there.

我来带您到柜台，这边请。我先将您的行李放在柱子旁边。

g: i see, thanks.

我知道了，谢谢。

b: a bellman will show you to your room when you have finished checking-in. 当您办好住宿登记时，行李服务员会带您到房间。