1、1前台常用英语常用短句：报点：Reception,您好，总台！一、打招呼：Good morning. 早上好(用于中午以前)Good afternoon. 下午好(用于中午至下午六点以前)Good evening. 晚上好( 用于下午六点过后)Welcome to our hotel. 欢迎光临。二、应答语：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。Sorry to keep you waiting 很抱歉让您
2、久等了。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。Im sorry.很抱歉。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 wo
3、uld 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：You are welcome.不客气。Thank you, sir.谢谢您，先生。Thank you very much.非常感谢您。26.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 card.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。Enjoy your stay with us.祝您住宿愉快
4、。Welcome again.欢迎下次光临。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，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。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 card？不好意思，先生，您是说您丢了房间的钥匙？9、打
5、电话时-如果是外线打错时，可以回答：Sorry,I am afraid you have the wrong number.不好意思，您打错电话了。This is the Deep forest Hotel, XXXX.这里是黑森林酒店，电话是 XXXX。-如果是内线打错时，可以回答：This is XXXX. Ill transfer your call to XXXX.这里是 XXXX，我帮您转接到 XXXX。I am afraid this is a direct line. We cant transfer your call.Could you dial XXXX, please.不
6、好意思，这是直接电话。我们无法为您转接。请您改拨 XXXX 好吗？-当负责的工作人员不在时：I am afraid Mr.Lin is out.不好意思，林先生不在。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。请您在线上稍候好吗？-电话无人接听时：Sorry,theres no answer.Could you want to leave a massage？对不起，电话无人接听，您是否需要留言？3-转接电话，请客人等候时：Hold the line, please.
7、请稍候。-电话占线时：Sorry,the line is busy.Would you call back later？对不起，电话占线，请您稍候再打来，好吗？-电话听不清时：Sorry,would you speak a little louder,please？对不起，我听不清楚，请您大声点好吗？10、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。We look forward to hearing from you.我们静候您的佳音。Please contact me if you have any f
8、urther questions.如果您有任何其他问题，请和我联络。Im sorry to keep you waiting, sir. What can I do for you? 先生，对不起，让您久等了。我能为您做点什么吗？Im sorry, sir. Our hotel rooms are all booked at this moment. We have no vacancy.对不起，先生。我们已经客满，没有空房间。Dont mention it. My pleasure.请不要客气，我乐意效劳。4情景对话：1、 预订：A：Deep forest hotel，您好，黑森林酒店/Re
9、ception，您好，总台B：Id like to book a double room for Tuesday next week我想在下周二订一个双人间，A：Thats fine， sir A double room for Tuesday next week， September12th？Please wait a moment. I have to check if there is a room available.好的，先生，是订下周二/9 月12 日的一个双人间对吗？请稍等，我查一下有没有空房。Sorry to keep you waiting,Its available/ Im
10、 very sorry sir,but our rooms are fully booked.很抱歉让您久等了，有空房/很抱歉，先生，我们的房间已经订满。B：How much？多少钱？A： A double room is 140 RMB per nightIts the best disctount. 一个双人间 140 元一晚，这是最低折扣。B：Got it.知道了。A：May I know your name?请问您的名字?B：XXXX.A：How to spell,please?请问怎样拼写？B：X-X-X-X.A:：How long will you be staying？请问您订几
11、天？/How many days,piease？请问住几天？B： Well be leaving Sunday morning我们周日早上离开。A： That will be five nights， Mr.XXXX 先生，住五晚对吗？Thank you very much， and we look forward to seeing you next Tuesday谢谢您的来电，我们期待您的光临。B： Good Good-byeA： Good-bye52、 入住：A：Welcome to our hotel. May I help you? 欢迎光临。我能帮你忙吗？B：Id like a r
12、oom.我想要一个房间。A：We have single room，double room and suite。What kind of room would you like, sir?我们有单人间、双人间和套房。先生，您要什么样的房间？B：A suite.一个套房。A：Are you checking out tomorrow？您是明天退房吗？B：Thats right.是的A：Please wait a moment. I have to check if there is a room available.请稍等，我查一下有没有空房。Sorry to keep you waiting,
13、Its available/ Im very sorry sir,but our rooms are fully booked.很抱歉让您久等了，有空房/很抱歉，先生，我们的房间已经订满。B：How much？多少钱？A：388RMB per night.388 元一晚。May I know your passport？请出示一下您的护照好吗？Thank you.This is your registration from.Please check it and sign here.谢谢，这是您的登记单，请您确认后在这里签字。Your room is 206.您的房间是 206。Your br
14、eakfast on the first floor from 7:00 to 9:30.早餐在一楼，从 7 点到 9 点半。Heres your room card and breakfast tickets.这是您的房卡和早餐券。B：Thank you. 谢谢您。A：You are welcome.不客气。Enjoy your stay with us.希望您在我们这里住的愉快。63、 结帐：A：Good morning.may I help you？早上好，有什么需要帮忙吗？B：Id like to pay my bill.我想结帐。A：Will you be check out now
15、？您要现在退房吗？B：Yes.是的。A：May I know your room number, please?请问您是哪个房间？B：8206.A：Please put your room card and deposit receipt to me.请把您的房卡和押金单给我好吗？B：Here you are。给你。A：Please wait a moment,Well check the room first.请稍等，我们先查一下房间。B：No probiem.没问题。A：Thiss your bill.Three nights at 388RMB each.That makes a tot
16、al of 1164RMB.这是您的帐单。三晚，每晚 388 元，一共 1164 元。Please check it and sign here.请您确认后签字.Thank you,welcome again.谢谢您，欢迎您再次光临。4、 叫醒服务：B：Id like to have the morning call/wake up call.我想要一个叫醒。A：What time,please？请问您需要什么时间叫醒？B：6 oclock tomorrow morning/a quarter to ten/a quarter past nine.明早六点/九点四十五/九点一刻。A：好的。A：Good moring/afternoon/evening,Sir/Madam,this is your wake up call, have a nice day.早上好/下午好/晚上好，先生/女士，现在是您的叫醒时间，祝您今天过得愉快。7B：Thank you.谢谢。A：You are welcome.不用客气。
