1、酒店前厅英语培训,制作人：娟,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。 例如： 非正式英语 正式英语Whats your name ? May I have your name , please?您贵姓？ 请问您贵姓大名？ Over here, please. Could you come this way please? 这边请。 请您往这边走好吗？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
2、，我来帮您确认），然后请有能力处理的人前来协助。,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 ?,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 have your passport, please? 请让我看一下您的护照好吗？ May I know your nationality, please
3、? 请问您的国籍是什么？,2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？,3. 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 our hotel? 请问您想要何时参观我们宾馆？Where would you like to have lunch? 请问您想在哪里
4、用餐？What time would you like to eat? 请问您想何时用餐？ Which kind of room would you prefer? 请问您喜欢哪一种房间？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 ma
5、p? 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 afternoon, sir. Welcome to Yancheng Guest Hotel. 中午好，先生，欢迎光临盐城迎宾馆 。Good
6、evening, Ms. May I help you? 晚上好，小姐，请问有什么需要帮助吗？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.请对方等候一会 Just a moment, please. 请稍等。Thank you for waiting. 您久等了，先生。I am very sorry to have
7、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，不要一口回绝说“No.”，要委婉一些。I am afraid I cant 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.”;如果是饭店的错，就说：“We are sorry.”。 I am very sorry for the delay. 很抱歉
8、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.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。,6 当客人准备离开或离店时，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 ag
9、ain soon.希望不久能再次见到您。 Thank you for staying with us. 谢谢光临。,7. 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，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？ 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.
10、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？,（四）电话英语的应对 1 接电话时不可以简单地回答“Hello”,而应报上自己所属单位的名称。例如： Hello, this is Room Reservation. 您好，这里是客房预订。 Front Desk speaking. May I help you?这里是总台，请问有什么可以帮您?,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 Yancheng Gu
11、est Hotel, Telephone Nunber is 0515-6888888. 这里是盐城迎宾馆，电话是0515-6888888 。,如果是总机转错内线时，可以回答： This is Room Reservation. Ill transfer your call to Business Center .这里是客房预约处，我帮您转接到商务中心。I am afraid this is a direct line. We can not transfer your call to the Room Reservation. Could you dial 0515-68669998, pl
12、ease？不好意思，这是直接电话。我们无法为您转接客房预订。请您改拨0515-68669998好吗？,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. Smith is on another line. Could you hold the line, please? 不好意思，史密斯先生正在讲电话。请您在线上稍侯好吗？ Ill tell him to call you back w
13、hen he returns. 他回来时，我会请他回电。 May I have your name and phone number, please? 请告诉我您的名字和电话好吗？,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。 You are welcome, sir. 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
14、，请和我联络。,三、对客服务(入住、退房标准用语） R: Reception G: GuestCheck in R: Good morning, madam! My I help you? G:I need a room. R: Do you have room reservation, please? G: No. R:OK, what kind of rooms would you like? single room or double room? G:I need a single room for two nights!,R: Madam ,our rack rate is 998 R
15、MB per-night, but now our promotion rate is 518 RMB per-night, including one or two breakfast. G: Its ok. R: Madam, may I have your passport, please? G: Here you are! R: Thank you! Here is your registration form, please check and sign your name here. R: Miss Zhang ,how would you like to make the pay
16、ment, credit card or in cash? G: credit card. here you are.,R: Thank you! May I deposit 1500 RMB for you? G: Certainly. R: please input your password! R: Miss Zhang, here is your pos-list ,please sign your name here.Do you have any valuable things to deposit? G: No, thanks. R: Here is your passport、
17、credit card、pos-list and your room card ,please take care!The Breakfast is in the Gold Coast, the service time is from 6:30-9:30, just show your room card .The bellboy will help you with your luggage and show you to your room.Have a nice stay in our hotel!,check out R: Good morning ,madam . May I he
18、lp you? G: Check out, please. R: Madam, May I have your room card? G: Here you are. R: The room number is 2008, Miss Zhang , am I right ？ G: Yes. (打电话给客房中心，报2008退房) R：Miss Zhang, did you take anything from the mini-bar? Have you enjoy your stay in our hotel? (客房中心报房间OK),Miss Zhang ,this is your bill , please check .You have consumed 1300 RMB in our hotel. May I have your credit card ,please? This is your pos list , please sign your name. Do you need invoice ? No , thanks. Thank you for staying with us! Hope to see you again!,The End,Created by Shao Juan,
