1、酒店前台常用英语培训资料 发布时间:2010-10-10 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？Over here, please. Could you come this way please?这边
2、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 的人前来 。* 人， 为Sir; 人时 为Ms.在 人时， 好说“Excuse me, Sir(Ms)”, 不要 Mr. Ms. 于 ，可以 使用Excuse me， 是不可以 boy girl.* 正 的 ，
3、以 的 和。 注，注 的 ，不是 currency1 “。* 在 语不通的人fi时，一定要fl 用和 语。 是使用时要别 ，为 于不同”而，的也大不 同。.基本 英语（一）在正式的英语里，问基本句可为 ：1. May I 2. Could you 3. Would you 4.Shall I ?只要 解这 基本的句，就可以 大业上的 。1要 时，就使用May I May I have your name, please?请问 姓大名May I have your check-out time, please?请问您 时候 ？May I see your passport, please?请让我
4、“一您的 好吗？May I know your nationality, please?请问您的是 ？2 人时，可使用Could you Could you fill out the form, please?请您 这 格好吗？Could you write that down, please?请您 来好吗？Could you draft the fax, please?请您 的 好吗？Could you hold the line, please?请不要 话好吗？3 问 人的 好 是 时，可使用Would you Would you like tea or coffee?请问您要喝茶 是？W
5、ould you like to take a taxi?请问您要 吗？Would you mind sitting here?请问您 在这里吗？* 只要在问词后 “Would you ”，就可以 大的 问。When would you like to visit Kunshan?请问您想要时 ？When would you like to have lunch?请问您想在 里用 ？What time would you like to eat?请问您想时用 ？Who would you like to contact?请问您想和？Which kind of room would you pr
6、efer?请问您 一 间？How would you like to settle your bill?请问您的 单如 ？How long would you like to stay?请问您要 fl久？How many tickets would you like to buy?请问您要买几 票？4在 供建议 ”征求见时，可使用Shall I 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 图吗？Shall I make the reservation
7、 for you?请问要我为您安排预约吗？（） 语Good morning. (用于中午以前)Good afternoon. (用于中午 午六点以前)Good evening. (用于午六点过后)在这些 语的后 句子，例如：Good morning, sir. Are you checking-out?早上好，先生，请问您要退 吗？Good afternoon, sir. Welcome to LI JIA Hotel.中午好，先生，迎光临丽嘉酒店Good evening, Ms. May I help you?晚上好， 姐，请问我能为您服吗？后 也可以 上酒店名 ”门名 ，如：Good mo
8、rning, sir. This is the Front Desk. May I help you?早上好，先生。这里是服台，请问您需要服吗？（三）回答1.一般 的回答I see, sir.我明白了，先生。Certainly, sir.好的，先生。2.请 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 人 是拒绝 人的要求
9、时拒绝 人时，不要一口回绝说“No.”，要委婉一些。I am afraid I cant do that.不好思，我恐怕没办法那样。Excuse me, sir. Please let me pass.不好思，先生， 让我过一。4.道歉如果是的错就说“I am sorry.”; 如果是公司的错，就说：“We are sorry.”。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
10、我深致歉。5. 说“Thank you.”时回答You are welcome.不 气。Thank you, sir.谢谢您，先生。Thank you very much.非常感谢您。6.交给 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 间钥匙。Here it is.这是您的东西。7 当 人准备 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 hope to see you again soon.希望不久能再次见到您。Thank you for
11、 staying with us.谢谢光临。8当 人的英语难以 解时人的问，不要只是一味傻笑， 是一 说Yes, Yes.如果听不懂 ，要向 人 问， 是先向 说“Just a moment, please.”, 然后请求他人 。Pardon?不起？Pardon me?不起？I beg your pardon?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 所说的内容时，可以将不明白的重复一遍，如：Excuse me, sir. Do you mean you lost your room key？不好思，先生，您是说您丢了 间的
12、钥匙？话英语的应 1 话时不可以简单回答“Hello”,而应报上的公司 所属单位的名 。例如：“Hello, this is Information Desk.”您好，这里是问 。“Information Desk speaking. May I help you?”问 ，请问您要服吗?2.打错 话时如果是线打错时，可以回答：I am afraid you have the wrong number.不好思，您打错 话了。This is the LI JIA Hotel, 2234-1156.这里是丽嘉酒店， 话是2234-1156。如果是总线转错内线时，可以回答：This is Room R
13、eservations. Ill transfer your call to Restaurant Reservations.这里是 预约 ，我帮您转 到 厅预约柜台。I am afraid this is a direct line. We can not transfer your call to the Chinese Restaurant Could you dial 2234-1156, please.不好思，这是 话。我们法为您转 中式 厅。请您改拨2234-1156好吗？3.当负责的工 人 不在时I am afraid Mr.Lin is out at the moment. H
14、e should be back around 5 p.m.不好思， 先生在 。他应 会在午5点 回来。I am afraid Mr.Hao is on another line. Could you hold the line, please?不好思， 先生正在 话。请您在线上稍 好吗？Ill tell him to call you back when he returns.他回来时，我会请他回 。May I have your name and phone number, please?请 我您的大名和 话好吗？4.当会话 时话中的 话时，不可以简单说“bye-bye”, 好说：Than
15、k you for calling.感谢您的来 。You are welcome, sir.先生，不 气。We look forward to hearing from you.我们 候您的 。Please contact me if you have any further questions.如果您有 其他问 ，请和我。话英语的应 1 话时不可以简单回答“Hello”,而应报上的公司 所属单位的名 。例如：“Hello, this is Information Desk.”您好，这里是问 。“Information Desk speaking. May I help you?”问 ，请问您
16、要服吗?2.打错 话时如果是线打错时，可以回答：I am afraid you have the wrong number.不好思，您打错 话了。This is the LI JIA Hotel, 2234-1156.这里是丽嘉酒店， 话是2234-1156。如果是总线转错内线时，可以回答：This is Room Reservations. Ill transfer your call to Restaurant Reservations.这里是 预约 ，我帮您转 到 厅预约柜台。I am afraid this is a direct line. We can not transfer y
17、our call to the Chinese Restaurant Could you dial 2234-1156, please.不好思，这是 话。我们法为您转 中式 厅。请您改拨2234-1156好吗？3.当负责的工 人 不在时I am afraid Mr.Lin is out at the moment. He should be back around 5 p.m.不好思， 先生在 。他应 会在午5点 回来。I am afraid Mr.Hao is on another line. Could you hold the line, please?不好思， 先生正在 话。请您在线上
18、稍 好吗？Ill tell him to call you back when he returns.他回来时，我会请他回 。May I have your name and phone number, please?请 我您的大名和 话好吗？4.当会话 时话中的 话时，不可以简单说“bye-bye”, 好说：Thank you for calling.感谢您的来 。You are welcome, sir.先生，不 气。We look forward to hearing from you.我们 候您的 。Please contact me if you have any further q
19、uestions.如果您有 其他问 ，请和我。三柜台服B= 服 （Bellman）C=服 (Clerk)H= 服 （Housekeeping）BC= （Bell Captain）G= 人（Guest）To the Front Desk.人到柜台B: Good evening, Ms. Welcome to China-trust Hotel.姐，晚安。迎光临中 酒店。G: Thank you.谢谢 。B: How many pieces of luggage do you have?请问您有fl ？G: Just this three.只有这3 。B: Two suitcases and on
20、e bag. Is that right?2个 和1个 ，这样 吗？G: Yes. Thats all.，就这些了。B: Ill show you to the Front Desk. This way, please. Ill put your bags by the post over there.我来 您到柜台，这边请。我先将您的 在 子 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 时， 服 会 您到 间。G: OK
21、. Fine.好极了。B: Please enjoy your stay.祝您住宿愉快。Taking a guest to the room人 迎和问候语：1”Good morning(afternoon , evening) , sir(madam)早上（午”晚上）好，先生（人）。2”How do you do?您好（次见 ）Glad to meet you .很见到您。3”How are you?您好吗？Fine , Thanks . And you ?很好，谢谢。您好吗？4”Welcome to our hotel (restaurant , shop).迎到我们（ 厅”商店）来。5”W
22、ish you a most pleasant stay in our hotel .currency1您在我们过愉快。6”I hope you will enjoy your stay with us.希望您在我们过愉快。（ 人“店时）I hope you are enjoying your stay with us.希望您在我们过愉快。（ 人在店 间）I hope you have enjoyed your stay with us.希望您在我们过愉快。（ 人 店时）7”Have a good time!祝您过愉快话用语：8”*hotel , front desk . Can I help
23、 you?*店，前厅。您fi？9”Sorry , Ive dialed the wrong number .不起，我拨错fl了。10”May I speak to your general manager?能和 们总 说话吗？Speaking.我就是。11”Sorry , he is not in at the moment .不起，他在不在。Would you like to leave a message ?您要 口 吗？12”Pardon.不起，请再说一遍，好吗？I beg your pardon.不起，请再说一遍，好吗？祝语：13”Congratulations!祝您14”Happy
24、birthday!生日快15”Happy new year!快16”Merry Christmas!快17”Have a nice holiday!日快18”Wish you every success!祝您成答谢和答应语:19”Thank you (very much) .谢谢您（非常感谢）。20”Thank you for your advice (information , help)感谢您的 （ ”帮 ）。21”Its very kind of you .谢谢，您 气。22”You are welcome .不用谢。23”Not at all.不用谢。Dont mention it .
25、不用谢。24”Its my pleasure .非常为您服。(With pleasure.)(My pleasure.)25”I am at your service .为您。26”Thank you for staying in our hotel.感谢您在我们酒店。27”Im sorry .很抱歉。28”Excuse me .不起。29”Im sorry ,Its my fault.很抱歉。那是我的过错。30”Sorry to have kept you waiting .不起，让您久等了。31”Sorry to interrupt you .不起，打 您了。32”Im sorry abo
26、ut this. 抱歉。33”I apologize for this.我为道歉。34”Thats all right.没 。35”Lets forget it.了。征 语：36”Can(May)I help you?我能帮您 吗？Yes, please.好的。37”What can I do for you .我能为您点 ？38”Is there anything I can do for you ?有 能为您的吗？39”Just a moment , please.请稍等一。40”May I use your phone?我能用您的 话吗？Certainly.当然可以。Yes, of co
27、urse .当然可以。用语:41”Go upstairs/downstairs.上/。42”Its on the second (third) floor .在（三）。43”Excuse me.不起。Where is the washroom (restroom, elevator)?请问 （ ” ）在 儿？This way ,please.请这边走Turn left /right.往 转/ 转。45”Its in the lobby near the main entrance.在大厅大门。46”Its in the basement at the end of the corridor.在
28、走 。用语：47”Mind/(Watch)your step.请走好。48”Please be careful.请当 。49”Please dont leave anything behind.请别 您的东西。50”Dont worry.别 。51”Take it easy.好了。52”Please dont smoke here.请不要在这边 。别语：53”Goodbye.再见。54”See you late.再见。55”Good night .晚安。56”See you tomorrow.明天见。57”Goodbye and thank you for coming.再见，谢谢您的光临。5
29、8”Goodbye and hope to see you again.再见，希望再见到您。59”Have a nice trip!一 安60”Wish you a pleasant journey! Good luck!祝您 愉快祝您好 前厅：1”Have you a reservation?您预定过了吗？2”May I know your name and room number?您能 我您的名 与 间fl吗？3”Here is your room key.给您 间钥匙。4”Please pay at the cashiers desk over there.请 那边 台 。5”Are t
30、hese your baggage?这些是您的 吗？May I take them for you?我来帮您 好吗？6”Housekeeping .May I come in?服 ，我可以来吗？7”Leave your laundry in the laundry in the laundry bag behind the bathroom door.请把要的东西 在 门后的 中。8”I hope Im not disturbing you.我希望没有打 您。9”One moment ,madam. Ill bring them to you right away .等一会儿，人。我 上 来。
31、10”Ill send for an electrician( doctor , )我给您请 工（大 ）。：11”Sit down , please .Here is the menu.请 ，给您单，先生。May I take your order ,sir?您要点吗？12”What would you like to have ,coffee or tea?您要喝 是茶？13”Would you like to have any wine with you dinner?您用 时要喝点酒吗？14”Service hours are:（ 厅）供应时间是：7:00a.m.to 9:00a.m.f
32、or breakfast.早 7点到9点。11:30a.m.to1: 30p.m.for lunch.午 11点到1点。6:30p.m.to 8:30p.m.for dinner.晚 6点到8点。15”Here is the bill. Please sign it.这是您的 单，请 。用语：1”What kind of rooms(foods) would you like to have?您需要 样的 间（ 样的）？2”Here is a brochure of our hotel and tariff.这是 我们店的 子和 。3”Well give you a 10%(ten perce
33、nt ) discount.我们给您 。4”Well offer tour guides complimentary breakfasts.我们给 同 供早 。5”We accept your terms.我们 您的 。公 用语：6”May I introduce myself?让我 我。7”May I present you a litter souvenir?请 我们的一点 。8”Lets drink to our friendship!为我们的 谊杯9”Let me propose a toast to the health of our guests!建议为在座 人的健康杯10”Che
34、ers!杯(Bottoms!)征求见用语：11”How do you like Chinese food?您 中吗？12”What do you think of our service ?您 我们的服有 见？13”Thank you for your comments(compliment, suggestions).谢谢您给我们 的见（赞扬”建议）。14”Im afraid its against the hotels regulations.这是违反店规章制度的。15”In our hotel we dont accept tips.我们店是不收 的。Its our pleasure t
35、o serve our guests well.我们为能为 人服好而感到。Thank you all the same.然而， 是要谢谢您。16”Im afraid youll have to pay for thedamage.您赔偿。17”Thank you for telling us about it.谢谢您 我们Ill look into the mater right away.我 上 这 情。18”Iassure you it wont happen again.我保证类 情不会再发生。19”Please dont worry ,sir (madam)先生（人），请不 。I; s
36、end someone up to your room right away.我 上派人到 的 间 。20”I cant guarantee anything ,but Ill try my best.我不能保证， 我会 而为。21”What can I show you.您要买 ？22”How do you like this fashion (color ,size ,design )?您 这 式（颜色”尺寸”图案）吗？23”The extra large size of this color is out of stock.这 颜色的大fl已 卖完了。Please try us agai
37、n tomorrow.请明天再来“。24”They are altogether 175(one hundred and seventy-five) yuan.共175元。You may pay in cash or with credit card.您可以 金也可以用 用卡。25”You have made a good choice, you have very good taste.您 会买东西。您 好。Daily Service 日常服-(Knocking at the door.)-(敲门。)-May I come in?-我可以来吗?-Come in,please.-请。-Plea
38、se dont come in.-请不要来。-Just a moment(a minute),please.-请稍等一。-Im sorry to disturb you.May I clean the room,sir?- 不起打 了，我来打扫一 间好吗?-All right.Come in,please.-好的，请来。-Please clean it when I am out.-我 上要 ，请等一会儿打扫。-May I change the water of the thermos now?-我在可以换水吗?-Yes,please.-请换。-Some of my friends will
39、come and see me this afternoon.Will you please give me some more hot bottles and tea cups?-午我有几位朋 来访，请给 些热水瓶和茶杯。-Well,well send tea into the room when the visitors come.-好， 人来访我们会端茶来的。-By the way,is there any mail for me?-顺便一，有我的邮 吗?-No.If there is,Ill give it to you in time.-没有。如果有的话，我会及时给 来的。-Why
40、did you come in without my permission?- 为 没 我允许就来了?-Its my negligence.I beg your pardon.-我疏忽了，请 原谅。-I come and make the bed.Shall I do it now or later?-我来夜床， “是在 是等会儿?-Since you have come,you may do it now?-既然来了，在就。-Heres your clean laundry.youd better check it.-服好了，请您过 。-I am collecting the fee of
41、the long distance call.-我来收长 话。-This is the bill for the room rent of half a day.-这是补天 金的 单。-Here is a telegram for you.-这儿有一封 的 报。-Why is it unsealed?-它怎 被拆 了?-Because there is no name of the receiver on the envelope,therefore the clerk unsealed it in order to find out the name of the receiver.-为 报
42、封 没有收报人姓名，服台为了查 姓名而拆 的。-Have you lost anything today,sir?-先生， 今天丢过 东西吗?-Yes,a wallet.Im looking for it now.-丢了一只 夹子，我正在fi呢。-What is there in the wallet?- 夹子里有些 ?-My daughters photo and some money.-有一 我 儿的 片， 有一些钱。-Look,is this wallet yours?-“，这只 夹子是不是 的?-Yes,its mine.Thank you ever so much.-是我的，太感谢
43、了。-I want to borrow China Daily of these days.-我要“这几天的中日报。-Please get some copise of China Pictorial for me.-请 几份中日报给我。-Please bring some chairs for me.-请 几把椅子来。-Please get me some soap.-卫生间的肥皂要添了。-The slippers are wornout.Change them for me,please.-拖鞋坏了，请给换一双。-Get a hot-water bottle,please.-请 一只热水瓶
44、给我。-I feel a bit cold when I sleep.Please get me a blanket.-我睡有点冷，请给我 一毯子。-I need another pillow.-我需要 一只枕 。-All right,Ill get it for you right away.-好的，我就 。-Just a moment,Ill do it right now.-请稍等一，我 上给 办好。-Excuse me.- 不起。-I am sorry.-很抱歉。-I beg your pardon.-请 原谅。-Pardon me for interrupting.- 不起打 们了。-Please excuse me for coming so late.-请原谅我来迟了。-Im sorry I was so careless.-很抱歉我太粗 了。
