酒店英语服务礼貌用语.doc

酒店英语Hotel English第一章 日常英语（Daily English）1、 称谓语：（单独用，常放句后）先生（Sir）小姐（Miss）太太/女士（Madam）（何姓一起使用）XX先生（Mr. X）XX小姐（Miss. X）太太（Mrs. X）2、 问候语： 早上好/下午好/晚上好 （Good morning /afternoon / evening） (初次见面打招呼) （Q：How do you do?） (A：How do you do?)(已相识之间的问候) （Q：How are you?） （A：Fine, thank you.）3、 欢迎语：欢迎光临我们宾馆/餐馆。 （Welcome to our hotel./restaurant.）欢迎您来这里用餐。 （Welcome to have meals here）见到您很高兴。 （Nice to meet you.）4、 致谢用于及答语：谢谢您！ （Q：Thank you）乐意效劳 （A：You are welcome./Its my pleasure）谢谢您的光临/好意/提醒 （Thanks for your coming./kindness./reminding.）5、 道歉用语及回答：对不起。 （Q：Im sorry.）不用介意。（A：Dont mention it./Never mind./ Thats all right.）打扰您了。（Sorry to disturb you!）对不起让您久等。（Sorry to have kept you waiting）6、 听不清客人的话：请您再说一遍好吗？ （Pardon?/ I beg your pardon?）您能说慢一点儿吗？ （Would you please speak a little more slowly?）7、对不起，我的英语不是很好，请稍等，我叫另一个人来帮助您。Im sorry, but I only speak a little English. Wait a moment, I will get someone to help you.我去叫经理过来，他非常乐意帮您。Ill get the manager for you, Hed be most glad to help you.8、 告别语： 再见（Good bye!） 晚安（Good night!） 一路顺风（Have a nice trip!） 明天见/待会见（See you tomorrow./later.） 欢迎您再来（Hope to see you again./Welcome to call again）9、 祝福、恭贺语：恭喜 （Congratulations.）生日快乐（Happy birthday.）祝您过得愉快（Have a good time! Enjoy yourself!） (Hope you enjoy your stay with us.)10、指路用语： 这里走 （This way, please） 向前走（Go straight） 向左/向右（Turn left/right） 左拐角处（at the corner.） 在第二个路口向右拐再一直向前走。（Take the second turn on the right and go straight.） 直走，然后向左拐。 （Go ahead, and turn to the left.）11、应对用语： 好的，先生/小姐（Yes, sir/miss） 我明白了（I see.） 当然可以。 （Certainly, sir/miss/madam.） 马上就办 （Immediately, sir/madam.） 这是我应该做的。 （Its my duty.）12、提示用语： 请小心。（Be careful.） 请走好。（Watch your step.） 请放心。（Take it easy.） 不用担心。（Dont worry）13、接听电话: 早上好，这里是。（Good morning, this is）抱歉，请稍等，我马上帮您转电话. (Sorry Just a moment, please. III put you through.)13、征询语： 您有什么事情？（我能为您做些什么吗？） What can I do for you? (Can I help you?) 需要我帮您做些什么吗？ Is there anything I can do for you? 您还有别的事情吗？ Is there anything else? 您喜欢吗？ Would you like? 您需要吗？ Would you want? 您能够吗？ Could you? 如果您不介意的话，我可以吗？ Would you mind?酒店英语Hotel English第二章 常用词汇（Words and Phrases）Cover 餐具 tea-set 茶具Tablecloth 桌布 teapot 茶壶Plate 盘 teacup 茶杯Napkin/serviette 纸巾 saucer 垫碟Chopsticks 筷子 coffee 咖啡Chopsticks rest 筷架 toothpick 牙签Knife 刀 toothpick holder 牙签筒Fork 叉 tray 托盘Table knife 餐刀 milk jug 奶缸Table fork 餐叉 ice 冰Carving knife 肉刀 ice-pail 冰桶Carving fork 肉叉 ice-tongs 冰夹子Fish knife 鱼刀 ashtray 烟灰缸Fish fork 鱼叉 soy 中国酱油Dessert knife 水果刀 ketchup 番茄酱Spoon 匙 tomato sauce 番茄汁Soup spoon 汤匙 chilli sauce 辣椒汁Tablespoon 餐匙 table salt 精盐Teaspoon 茶匙 pepper 胡椒Soup ladle 汤勺 mustard 芥辣Soup plate 汤盘 curry 咖喱Glass 玻璃杯 vinegar 醋Wineglass 酒杯 oil 油Cruet 装调味品的瓶 chilli oil 辣椒油Pepper caster 胡椒瓶 oyster sauce 耗油Vinegar cruet 醋瓶 sugar 糖Soy curet 酱油瓶 cube sugar 方糖Soy dish 鼓油碟 sweet black vinegar 黑醋 Salt caller 盐盅 white vinegar 白醋Cream 奶酪 whiskey 威士忌Butter 奶油 drinks/beverage 饮料Cheese 干酪 China white wine 中国白葡萄酒Jam 果酱 champagne 香槟酒Frying 炒 Mao Tai 茅台酒Pan-frying 煎 cocktail 鸡尾酒Deep-frying 炸 fruit 水果Stewing 炖、焖 apple 苹果Braising 焖、烧 pear 黎Simmering 煨 pomelo 柚Frying and simmering 扒 pineapple 菠萝Steaming 蒸 banana 香蕉Scalding 白灼 persimmon 柿Boiling 蒸、煮 snow pear 雪梨Roasting 烧烤 litchi 荔枝Five flavours 五味 longan 龙眼Fragrant 香 sweet orange 甜橙Crisp 脆 tangerine 柑桔Short 松 lemon 柠檬Rich 肥 mango 芒果Thick 浓 grape 葡萄Six tastes 六味 strawberry 草莓Tasty 鲜 water melon 西瓜Sweet 甜 coconut 椰子Bitier 苦 canned fruit 罐头水果Pungent 辣 vegetable 蔬菜Salty 咸 greens 青菜Water 水 cauliflower 椰菜花Beer 啤酒 cabbage 卷心菜Juice 果汁 water spinach 空心菜Brandy 白兰地 Chinese cabbage 白菜Radish 萝卜 Celery 芹菜Onion 洋葱 Lots seed 莲子Welsh onion 大葱 Chicken 鸡Tomato 番茄 Duck 鸭Chill 辣椒 Beijing duck 北京鸭Bell pepper 圆椒 Goose 鹅Green pepper 青椒 Pigeon 鸽Encumber 黄瓜 Quail 鹌鹑Vegetable melon 冬瓜 Pork 猪肉 Bitter squash 苦瓜 Spareribs 排骨Lettuce 生菜（莴笋） Trotters 猪脚Spinach 菠菜 Salt (water) fish 咸（水）鱼Eggplant 茄 Yellow croaker黄花鱼Leaf Mackerel 马鲛Carrot 胡萝卜 Grouper 石斑鱼Pumpkin 南瓜 Pomfret 鲳鱼Ginger 姜 Bass 鲈鱼Petato 马铃薯 eel 鳝、鳗Sweet patato 番薯 Carp 鲤Bamtoo shoots 竹笋 red carp 鲫鱼Watercress 西洋菜 Dace 鲮鱼Water chestnut 马蹄 Abalone 鲍鱼Garlic 蒜头 Sharks fin 鱼翅Soya-bean 大豆 Shrimp 虾Mung-bean 绿豆 Lobster 龙虾Lily bulb 百合 Shelled shrimp 虾仁Dried mushroom 香菇 Crab 蟹Chestnut 栗子 Crab roe 蟹膏Peanut 花生 Squid 鱿鱼Jobs tears 薏米 Birds nest 燕窝Cashewnut 腰果 Red laver 紫菜Almond 杏仁 Dried pork sausage 腊肠 酒店英语Hotel English第三章 服务用句（Sentences）一、单位预定1、您打算什么时候来用餐？What time would you like your table?2、一共几位？（1）How many people are there in your party？（2）For，how many persons?3、请问您贵姓，电话号码是多少？ May I have your name and your telephone number?4、我们期待您的光临。 We look forward to having you with us.二、迎客1、先生，早上好。需要我效劳吗？Good morning, sir. May I help you?2、欢迎光临。 Welcome to our restaurant.三、引座1、请问您预定了吗？ Do you have a reservation? / Have you got a reservation?2、对不起，餐厅已客满，请稍等片刻好吗？ Im sorry but there is no table available just now. Would you mind waiting a little?3、二十分钟后才能安排您入座。We can seat you in twenty minutes.4、对不起，那张台已有人预定了。Im sorry, that table is already booked.5、请这边走。This way, please.6、坐这张台行吗？Will this table be all right?7、您可以随便坐。You can sit where you like.四、请客人点菜1、您要喝什么茶？我们又乌龙茶、普洱茶、龙井茶、茉莉花茶和水仙等。What kind of tea would you like? We have Wulong tea, Puer tea, Longjing tea , Jasmine tea Shuixian tea and on.2、这是菜单。Here is ht menu.3、现在准备点菜吗？（1）Would you like to order now? (2) May I take your order now?4、点菜前您想喝点什么？ What would you like to drink before ordering?5、您想吃点什么，您喜欢吗？ What would you like to have？ Would you like?6、对不起，这道菜已经卖完了。I am sorry, the dish has been sold out.7、我可以推荐吗？这个菜味道很好。 May I suggest / recommend ? Its very nice.8、我建议您试一试川菜。 I suggest you have a taste of Sichuan dishes 9、今天的特别介绍是。我肯定您会喜欢它。Todays special is, Im sure youll enjoy it.10、请慢慢挑选。Take your time, please!11、要喝点什么饮料吗？（1）What kind of drink would you like? (2) Anything to drink? (3) What would you like for a drink?12、您要点甜点吗？（您要点水果吗？）Do you care for some desserts (fruits)?13、您点的菜很快就会送来。Your order will be ready soon.14、您喜欢鸡蛋怎样烹调，单面煎还是双面煎?How would you like your egg？Sunny-side up or turned over?15、您的牛排是要三成熟、四成、五成、七成或全熟？Would you like your beef steak rare medium rare, medium, medium well or well-done?16、请问您的威士忌是要纯饮还是加冰饮？Would you like your whisky with icc or straight up?17、我们这有生力、喜力、嘉士伯等进口啤酒及本地产珠海啤酒。We have imported beers, such as Sanmiguel, Heincken, Guinness, Carlsberg and local Zhuhai beer.18、珠海啤酒在这里挺流行的，想试一下吗？Zhuhai Beer is popular here, would you try it?五、餐间服务1、现在上菜好吗？Would you mind my serving now?2、对不起，请让一让。Excuse me.3、这是正宗的四川菜。Here is the traditional Sichuan dish.4、先生，请慢用。Enjoy your meal(drink), sir.5、当心，这汤很烫。Take care. The soup is rather hot.6、请稍等。Wait a moment, Please.7、我马上拿来。Ill go and get it right away.8、给您。Here you are.六、餐间征询客人意见1、饭菜可口吗？（1）Is everything to your satisfaction?(2) Have you found everything satisfaction?(3)How was the food? 2、对不起，餐厅已客满，请稍等片刻好吗？Im sorry but there is no table available just now.Would you mind waiting a little?2、您愿意把它再煮一下吗？Would you like it cooked a little longer?3、给您在添点啤酒好吗？Would you like to have one more beer？4、您还要点别的什么吗?（1）Would you like anything else?（2）Could I serve you anything else?(3) If you need anything else, just feel free to tell mc.5、我可以撤掉这个盘子马？May I take this plate away?七、处理客人投诉1、先生，出了什么问题？我能为您做点什么？Whats the problem, sir? Can I help you?2、对不起，我把您的菜弄错了。Im sorry, sir J got it wrong.3、我和帮厨商量一下，看看它能否给与补救。Ill speak to the chof and see what he can do.4、这是很少有的。我会调查这件事的。This is quit unusual, Ill look into the matter.5、对不起，这道菜需要多些时间准备。您介意多等一下吗？This dish takes quite a long time to prepare. Would you mind wait a bit longer?7、 非常抱歉，我去叫我们值班经理来。Im very sorry. Ill call our manager on duty.8、 先生，对不起，请原谅她，我们今天实在太忙了。Im sorry, sir. Please excuse her. Were very busy today.9、 非常抱歉，如果您愿意，我们可以给您上点别的菜。这是当然是本免费招待。(1) Im terribly sorry. I can give you something else if youd like. That will be on the house, certainly.(2) Would you like to try anything else? With our compliments, certainly.10、 我向您保证类似的事情将不再发生。I assure you it wont happen again.11、感谢您的谅解。相信下次您来时，一切都会令您满意的。Thank you for your understanding. Im sure everything will be all right next time you cone.结账1、