宾馆客房服务英语口语对话.doc

英语口语 1 目录目录 酒店部门名称酒店部门名称 NAME OF HOTELS DEPARTMENTS.2 英语之交流用语英语之交流用语 .4 欢迎、问候用语.4 征询和指路用语.5 餐饮服务业英语口语大全餐饮服务业英语口语大全 .6 餐厅常用语.6 饭店英语交流用语销售用语9 宾馆客房服务英语口语对话宾馆客房服务英语口语对话 .12 酒店日常服务英语用语酒店日常服务英语用语 .13 住宿篇.15 生活篇.16 酒店简明英语全集酒店简明英语全集 BASIC ENGLISH FOR HOTEL SERVICE17 酒店基础口语酒店基础口语:得体的回答得体的回答25 一些酒店服务中常用的回答用语.25 酒店常用英语口语酒店常用英语口语 .27 服务常用英语口语.27 入住酒店常用英语口语.28 酒店英语口语汇总.32 酒店常用英语口语 100 句.35 酒店总机英语口语酒店总机英语口语 .41 总机电讯服务常用英语词汇.42 酒店订房常用英语酒店订房常用英语 .44 订房常用英语.44 酒店预订房间英语情景对话.45 客房预订 MAKING A RESERVATION. .46 酒店前台接待处常用英语酒店前台接待处常用英语 .50 前台常用英语.50 常用口语(1).58 常用口语(2).61 酒店处理投诉常用英语酒店处理投诉常用英语 .65 酒店商务中心英语口语酒店商务中心英语口语 .68 英语口语 2 酒店部门名称酒店部门名称 NameName ofof HotelsHotels DepartmentsDepartments Accounting Department 财务部 Night Club 夜总会 Lobby bar 大堂吧 Music bar 音乐吧 Beauty salon 美容中心 Business centre 商务中心 Cashiers 收银处 Chinese restaurant 中餐厅 Coffee shop 咖啡厅 Engineering department 工程部 Food and beverage department 餐饮部 Front office reception 前台办公室 Housekeeping department 客房部 Laundry 洗衣部 Recreation department 娱乐部 Reservation 订房部 Room service 送餐部 Security department 保安部 Human resource department 人力资源部 Training department 培训部 Western restaurant 西餐厅 Executive Office 行政办公室 Public 面对女性客人时尊称为 Ms. 在招呼客人时，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。 英语口语 51 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，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？ 英语口语 52 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) 英语口语 53 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 FOSHAN Electrcical Hotel. 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 cant do that. 不好意思，我恐怕没办法那样做。 Excuse me, sir. Please let me pass. 英语口语 54 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 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 You are welcome. 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 hope to see you again soon. 希望不久能再次见到您。 英语口语 55 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. Ill transfer your call to Restaurant Reservations. 英语口语 56 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？ Ill 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。 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，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 B: Good evening, Ms. Welcome to FOSHAN Electrcical Hotel. 小姐，晚安。欢迎光临佛山电子宾馆。 英语口语 57 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. Thats all. 对，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。 G: OK. Fine. 好极了。 B: Please enjoy your stay. 祝您住宿愉快。 Taking a guest to the room。 前台接待处规范用语前台接待处规范用语 您的房价是人民币 500 元 Your room rate is RMB￥500 请在这这里签名。 Please sign here. 请问您怎么样付押金。 How would you like to pay the deposit? 退房时间是中午十二时，如果您想延迟至下午六时前退房，另加半天房费，六时后退房， 将加收一天房费。 Check out time is 12:00 noon. A half day charge of your rate will be added for 英语口语 58 extended check out time before 6:00pm, and a full day charge after 6:00pm. 祝您在这里过得愉快。 Wish you enjoy your stay with us. 先生，请问您有没有用小酒吧的饮品或小食呢？ Mr. , did you take drinks or snacks from the mini-bar? 这是帐单，总额是，请您检查一下。 Here is the bill, the total amount is . Please check it/have a look at it. 欢迎您下次光临，祝您一路平安/旅途愉快！ Hope to see you again soon and wish a nice flight/trip. 请把押金收据给我。 Please give the deposit receipt. 请问您怎样付款呢？ How would you like to pay the bill? 希望很快可以再见到您。 Wish to see you again soon. 上午好，欢迎光临/欢迎光临 XXX 酒店。 Good morning, Welcome to XXX Hotel. 下午好，先生，非常高兴再次见到您。 Good morning, Mr. . Nice to meet you again! 请问您有预订吗？ Have you make reservation? 请问您订房人的姓名/请问您谁帮您做的预订？ Please tell me who make the reservation for you? 是的，您订了两间豪华房，住两晚。 Yes, you have made a reservation of two deluxe rooms for two nights. 请您出示护照 Please give me your passport 常用口语常用口语(1) 28I want a double room with a bath 我要一间有浴室的双人房。 29How much a day do you charge？ 每天收费多少？ 30It is hundred yuan a day including heating fee， but excluding service charge 一百元一天，包括供暖费但不包括服务费。 英语口语 59 31Its quite reasonable 收费十分合理。 32How long do you intend to stay in this hotel？ 您准备住多久？ 33Have you got through with the checkin procedure？ 你是否已经办妥住宿登记手续？ 34 Can I book a single room for my friend beforehand as he will arrive in Shanghai tomorrow morning？ 我能为我的朋友预订一间单人房吗？他将于明天早上到达上海。 35Would you mind filling in this form and pay a hundred yuan in advance for him 请填好并预付一百元钱。 36This is a receipt for paying in advancePlease keep it 这是预付款收据，请收好。 37Have you any vacant（spare） room in the hotel？ 旅馆里有空余房间吗？ 38Sorry， we have no vacant（spare） room for you But I can recommend you to the Orient Hotel where you may get a spare room 对不起，我们已经客满了。但是我可以介绍您去东方饭店，那里有空余的房间。 39Good afternoon， my room number is 321Any mail for me？ 下午好！我的房号是 321。有我的信吗？ 40YesYou have two letters and one telegram， also a message was left by a lady before one hour 有的。您有两封信和一封电报，一小时前有一位小姐来电话留言给您。 41Ill mail a letter to USAby airmail 我要寄一封航空信到美国。 42How much do I have to pay for you？ 我要付多少钱？ 43A letter generally mails to AmericaEuropeAfrica by airmail First 20 grams is 20 yuan 通常一封寄到美国、欧洲、非洲的航空信，20 克收费 20 元。 Dialogue A （A：Receptionist B：Guest） 英语口语 60 B： I want a double room with a bathHow much a day do you charge？ A： It is a hundred yuan a day including heating fee but excluding service charge B：Its quite reasonable A：How long do you intend to stay in this hotel？ B：I shall leave in a fortnight（half a month） A：Have you got through with the checkin procedure？ B：Oh，yes，Im going to fill in the form of registration right nowCan I book a single room for my friend before hand as he will arrive in Shanghai tomorrow morning？ A：SureHere is the form for reservationsWould you mind filling in this form and pay hundred yuan in advance for him B：All right This is one hundred yuan to pay for my reservation A：Thank youThis is a receipt for paying in advancePlease keep it Dialogue B B： Have you any vacant（spare） room in the hotel？ A：Sorry，we have no vacant（spare） room for you But I canre commend you to the Orient Hotel where you may get as pare room B：That sounds very good！Can I book the plane ticket（train ticket，ship ticket）here？ A：Please go to the CAAC office to book your plane ticketIf you want to book your train ticket or ship ticket，youd better go to the Shanghai International TravelService B： Could you tell me how many kinds of rooms do you have？ A：There are single rooms， double rooms， suites and deluxe suites in our hotel Every room is equipped with a bat hand a telephone B：Oh，I seeThanks A：You are welcome Dialogue C （A： Guest B： Receptionist） A：Good afternoon，my room number is 321Any mail for me？ B：YesYou have two letters and one telegram， also a message was left by 英语口语 61 a lady before one hour A：Let me see who called？ I have to make a phone callWill you get me the party？ Here is the number B： OKWait for moment Here is your party A： Thank youIll mail a letter to U S Aby airmailHow much do I have to pay for you？ B：A letter generally mall to America- Europe- Africa by airmailFirst 20 grams is 20 yuanEach additional 20grams is 15 yuan A：Oh，I seeThank you very much Words and Expressions heating fee 供暖费 exclude vt把排除在外 reasonable a （价钱）公道的，不贵的 fortnight n十四日，两星期 procedure n过程，步骤，程序 checkin procedure 住宿登记手续 registration n登记，注册 deluxe suites 豪华套房 常用口语常用口语(2) 44Yes， we do have a reservation for you 对了，我们这儿是有您预订的房间。 45Would you please fill out this form while I prepare your key card for you？ 请您把这份表填好，我同时就给您开出入证，好吗？ 46What should I fill in under ROOM NUMBER？ “房间号码”这一栏我该怎么填呢？ 47Ill put in the room number for you later on 过会儿我来给您填上房间号码。 48You forgot to put in the date of your departure 您忘了填写离店日期了。 49And here is your key，MrBradleyYour room number is 1420 给您房间的钥匙，布拉德利先生。您的房间号码是 1420。 英语口语 62 50It is on the 14th floor and the daily rate is90 房间在 14 层，每天的房费是 90 美元。 51 Please make sure that you have it with you all the time 请务必随时带着它。 52 My business negotiation has progressed much more slowly than I had expected 我的业务谈判进行得比我原先预料的慢了许多。 53 I wonder if it is possible for me to extend my stay at this hotel for two days 我想知道是否可以让我在这儿多呆两天。 54Ill take a look at the hotels booking situation 我来查看一下本店房间的预订情况。 55Im glad that well be able to accept your extension request 很高兴我们有办法接受您延长住宿的要求。 56 But Im afraid that it will be necessary for us to ask you to change rooms for the last two nights 不过，恐怕最后两天我们得请您搬到别的房间去。 57 We have already let your room to another gentleman 我们已经把您住的房间租给了另外一位先生。 58 Thats no problem at all 没问题。 Dialogue A A： Good morning， sir Can I help you？ B：Good morning！I have a reservation for a single room with a bath here A： May I have your name， sir， please？ B：Bradley，John Bradley A：Just a moment， sir， while I look through our listYes，we do have a reservation for you， Mr BradleyWould you please fill out this form while I prepare your key card for you？ B：YesCan I borrow your pen for a minute， please？ A：SureHere you are B：What should I fill in under ROOM NUMBER？ A： You can just skip that Ill put in the room number for you later on 英语口语 63 B：（After he has completed the form） Here you areI think Ive filled in everything correctly A： Let me seename， address， nationality，for war ding address， passport number， place of issue， signature and date of departureOh，here，sirYour forgot to put in the date of your departure Here let me fill it in for youYou are leaving on？ B：Ocrober 24 A：Now everythings in orderAnd here is your key，MrBradleyYour room number is 1420 It is on the14th floor and the daily rate is90Here is your key card with all the information on your booking， the hotel services and the hotel rules and regulations on itPlease make sure that you have it with you all the timeYou need to show it when you sign for your meals and drinks in the restaurants and the barsYou also need to show it when you collect your key from the Information Desk B： OKIll take good care of it A： And now if you are ready，MrBradley， Ill call the bell-boy and hell take you to your room B： Yes， Im readyThank you A：I hope you enjoy your stay with us B：Ill try Dialogue B A：Good morning！Can I help you？ B：Good morning！ Im MrDoug lass in room 1208 My business negotiation has progressed much more slowly than I had expectedThis makes it necessary for me to stay on here for another dayI wonder if it is possible for me to extend my stay at this hotel for two days A： Ill take a look at the hotels booking situation Yes， sir，Im glad that well be able to accept your extension requestBut Im afraid that it will be necessary for us to ask you to change rooms for the last two nightsYou see，we have already let your room to another gentle-manIs that acceptable to you？ B： Yes， thats no problem at all A： Let me see room 1111 Will be vacant How about room1111？ 英语口语 64 B：That is fine A：When would you like to move tomorrow？ B： I dont know A：The new occupant will be checking in a little after twelve B： That means I have to move out before 12 Let me see Ill be leaving for the negotiation at 930 tomorrow morning and I will not be returning to the hotel until sometime in the afternoon So Im going to have to do it before I go to the negotiationWell，I think I will move at 9oclock A： GoodI will send a bellboy to your room and help youwith your luggage at 9 oclock And please remember to bring your key card to the reception desk when you pass it tomorrow so that I can change the room number on it B：I willThank you very much A：Goodbye Words and Expressions nationality n国籍 departure n离开 forward v 发送，寄发 regulation n规章，规定，条例 for warding address 转投地址 negotiation n谈判；磋商 passport n护照 extension n延长日期 place of issue 发照地点 signature n签名 英语口语 65 酒店处理投诉常用英语酒店处理投诉常用英语 128Can you change the room for me？ Its too noisy 能给我换个房间吗？这儿太吵了。 129My wife was woken up several times by the noise the baggage elevator made 我妻子被运送行李的电梯发出的嘈杂声弄醒了几次。 130She said it was too much for her 她说这使她难以忍受。 131Im awfully sorry，sir 非常对不起，先生。 132I do apologize 我向您道歉。 133No problem，sir 没问题，先生。 134Well manage it，but we dont have any spare room today 我们会尽力办到，但是今天我们没有空余房间。 135Could you wait till tomorrow？ 等到明天好吗？ 136I hope well be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep 我希望明天晚上我们能呆在一套安静的房间里睡个好觉。 137And if there is anything more you need， please let us know 如果还需要别的什么东西，请告诉我们。 138The light in this room is too dim 这房间里的灯光太暗了。 139Please get me a brighter one 请给我换个亮的。 英语口语 66 140Certainly，sirIll be back right away 好的，先生，我马上就回来。 141The room is too cold for meI feel rather cold when I sleep 这房间太冷了，我睡觉时感到很冷。 Dialogue A A guest（B） wants to change a roomHe goes to the assistant manager（A） A：Good morning，sirWhat can I do for you？ B：Im BellIm in Room 908Can you change the room for me？Its too noisyMy wife was woken up several times by the noise the baggage elevator madeShe said it was too much for her A：Im awfully sorry，sirI do apologizeRoom 908 is at the end of the corridorIts possible that the noise is heard early in the morning when all is quiet B：Anyhow，Id like to change our room A：No problem，sirWell manage it，but we dont have any spare room todayCould you wait till tomorrow？The American People-to-people Education Delegation will be leaving tomorrow morningTherell be some rooms for you to choose from B：All rightI hope well be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep A：Be sureIll make a note of thatEverything will be taken care ofAnd if there is anything more you need，please let us know