欢迎和问候语.doc-李妮.doc

欢迎和问候语：1) Good morning(afternoon, evening),sir(madam).早上(下午、晚上) 好，先生(夫人) 。2) How do you do ? 您好！(初次见面)How do you do ? 您好！Glad to meet you . 很高兴见到您。3) How are you ? 您好吗？Fine ,thanks. And you ? 好的，谢谢。您呢？4) Welcome to our hotel(restaurant, shop).欢迎您到我们宾馆(餐厅、商店) 来。5) Wish you a most pleasant stay in our hotel . 愿您在我们宾馆过得愉快。6) I hope you will enjoy your stay with us .希望您在我们宾馆过得愉快。(客人刚入店时)I hope you are enjoying your stay with us .希望您在我们宾馆过得愉快。(客人在饭店逗留期间)I hope you have enjoyed your stay with us .希望您在我们宾馆过得愉快。(客人离店时)7) Have a good time ! 祝您过得愉快！电话用语：8) Imedp Hotel, Front Desk. .EDP联盟大酒店，前厅。您找谁？Can I help you ?9) Sorry , Ive dialed the wrong number. 对不起，我拨错号了。10) May I speak to your General Manager? 能和你们总经理说话吗？Speaking. 我就是。11) Sorry. He is not in at the moment . 对不起，他现在不在。Would you like to leave a message ? 您要留口信吗？12) Pardon ? 对不起，请再说一遍好吗？I beg your pardon ? 对不起，请再说一遍好吗？祝贺语：13) Congratulations! 祝贺您！14) Happy birthday! 生日快乐！15) Happy New Year! 新年快乐！16) Merry Christmas! 圣诞快乐！17) Have a nice holiday! 节日快乐！18) Wish you every success! 祝您成功！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,子help). 感谢您的忠告(信息、帮助) 。21) Its very kind of you . 谢谢，您真客气。22) You are welcome. 不用谢。23) Not at all . 不用谢。Dont mention it . 不用谢。24) Its my pleasure . 很高兴为您服务。With pleasure .My pleasure .25) I am at your service. 乐意为您效劳。26) Thank you for staying in our hotel. 感谢您在我们饭店下榻。道歉语：27) Im sorry . 很抱歉。28) Excuse me . 对不起。29) Im sorry . Its my fault . 对不起，那是我的过错。30) Sorry to have kept you waiting . 对不起，让您久等了。31) Sorry to interrupt you . 对不起，打扰您了。32) Im sorry about this. 对此表示歉意。33) I apologize for this. 我为此道歉。34) Thats all right . 没关系。35) Lets forget it . 算了吧。征询语：36) Can(May ) I help you ? 我能帮您什么吗？Yes ,please . 好的。37) What can I do for you ? 我能为您干点什么吗？38) Is there anything I can do for you ? 有什么我能为您效劳的？39) Just a moment , please . 请稍等一下。40) May I use your phone ? 我能借用您的电话吗？Yes ,of course . 当然可以。1Id like to book a double room for Tuesday next week下周二我想订一个双人房间。2Whats the price difference？两种房间的价格有什么不同？ 3A double room with a front view is 140 dollars per night，one with a rear view is 115 dollars per night一间双人房朝阳面的每晚140美元，背阴面的每晚115美元。4I think Ill take the one with a front view then我想我还是要阳面的吧。 5How long will you be staying？您打算住多久？6Well be leaving Sunday morning我们将在星期天上午离开。7And we look forward to seeing you next Tuesday我们盼望下周二见到您。8Id like to book a single room with bath from the after-noon of October 4 to the morning of October 10我想订一个带洗澡间的单人房间，10月4日下午到10月10日上午用。9We do have a single room available for those dates我们确实有一个单间，在这段时间可以用。 10 What is the rate， please？请问房费多少？11The current rate is 50 per night现行房费是50美元一天.12 What services come with that？这个价格包括哪些服务项目呢？13That sounds not bad at all Ill take it听起来还不错。这个房间我要了。14 By the way， Id like a quiet room away from the street if the is possible 顺便说一下，如有可能我想要一个不临街的安静房间.15Welcome to our hotel欢迎光临。16So you have got altogether four pieces of baggage？您一共带了4件行李，是不是？17 Let me have a check again让我再看一下.18The Reception Desk is straight ahead接待处就在前面。 19After you， please你先请。 20Excuse me， where can I buy some cigarettes？劳驾。我到哪儿可买到香烟？21There is a shop on the ground floor一楼有个商店。 22It sells both Chinese and foreign cigarettes在那儿可买到中国香烟和外国香烟。23Can I also get some souvenirs there？也可以买到纪念品吗？ 24There is a counter selling all kinds of souvenirs有个柜台出售各种各样的纪念品。25Excuse me，where is the restaurant？劳驾，请问饭厅在哪儿？ 26We have Chinese restaurant and a westernstyle restaurantWhich one do you prefer？我们有中餐厅和西餐厅，你愿意去哪个？27Id like to try some Chinese food today今天我想尝尝中国菜。当客人向你说明什么的时候，得体的回答也很重要。下面是一些酒店服务中常用的回答用语。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。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. 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。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？1. Good morning/evening. Reservation. May I help you?早上好/晚上好，这里是酒店客房预订部，请问需要什么帮忙吗？2. What can I do for you?我能为您帮什么忙吗？3. Hold on line, please. Could you please hold on?请稍等（电话中） 请稍等，好吗？4. Could you wait a minute, please?请稍等，好吗？5. Are you with a company?您是公司预订吗？6. May I know you departure date?请问您的离店日期是哪天？7. How long will you stay with us?请问您住几天？8. How many people are there in your party?您们一共几个人？9. That will be four nights.四个晚上。10. May I know the arrival date, please?请问哪天入住？11. Is it just for tonight?请问只住今天一晚吗？12. When do you check in?请问您什么时候入住？13. Would you like a single room or a double room?请问你想订单人间还是双人间？14. What kind of room would you like/prefer?请问您喜欢什么样的房间？15. Would you please tell me your full name, please?请问您的全名是？16. And your address, please?请问您的地址？17. May I know you telephone number, Mr Smith?史密斯先生，请问您的电话号码是？May I know your company name and how would you like to settle your payment?请问您的公司全称及付款方式？18. We have a single available for those dates.我们还有一些单人间可以接受预订在那个时间段。19. Its all right for the next week.下个星期没有问题。20. We do have a vacancy for those dates.那段时间我们可以接受预订21. Yes, you can have a room on Saturday.是的，星期六您可以订到房间。22. Im afraid we wont be able to guarantee you a room after the 16th. We usually have high occupancies in the peak seasons.恐怕十六号后我们不能保证有房间提供给您，那段时间是我们的入住高峰期。23. Im sorry, but were fully booked for single rooms. Would you like to have a double one?很抱歉我们的单人间已经订满了，给您订双人间怎么样？24. Im sorry, but the hotel is full on that date.很抱歉，那天我们酒店的客房已经住满了。25. Im sorry, we dont have any room available for that week.很抱歉，我们那周的预订已经全满了。预订房间Key Sentences（重点句子）1Id like to book a double room for Tuesday next week下周二我想订一个双人房间。2Whats the price difference？两种房间的价格有什么不同？3A double room with a front view is 140 dollars per night，one with a rear view is 115 dollars per night一间双人房朝阳面的每晚140美元，背阴面的每晚115美元。4I think Ill take the one with a front view then我想我还是要阳面的吧。5How long will you be staying？您打算住多久？6Well be leaving Sunday morning我们将在星期天上午离开。7And we look forward to seeing you next Tuesday我们盼望下周二见到您。8Id like to book a single room with bath from the after-noon of October 4 to the morning of October 10我想订一个带洗澡间的单人房间，10月4日下午到10月10日上午用。9We do have a single room available for those dates我们确实有一个单间，在这段时间可以用。10 What is the rate， please？请问房费多少？11The current rate is 50 per night现行房费是50美元一天。12 What services come with that？这个价格包括哪些服务项目呢？13That sounds not bad at all Ill take it听起来还不错。这个房间我要了。14 By the way， Id like a quiet room away from the street if the is possible顺便说一下，如有可能我想要一个不临街的安静房间。Dialogue AA：Room ReservationsGood afternoonB：Id like to book a double room for Tuesday next weekA：Thats fine， sir A double room for Tuesday， September12th， with a front view or rear view？B：Whats the price difference？A： A double room with a front view is 140 dollars per night，one with a rear view is 115 dollars per nightB：I think Ill take the one with a front view thenA： How long will you be staying？B： Well be leaving Sunday morningA： That will be five nights， sirThank you very much，and we look forward to seeing you next TuesdayB： Good Thats all settled then Good-byeA： Good-byeDialogue BA：Advance ReservationsCan I help you？B：Yes，Id like to book a single room with a bath from the afternoon of October 4 to the morning of October 10A： Yes， we do have a single room available for those datesB： What is the rate， please？A： The current rate is50 per nightB： What services come with that？A： For50 youll have a radio， a color television， a telephone and a major international newspaper delivered to your room everydayB： That sounds not bad at allIll take itA：Very good Could you tell me your name， sir， please？B： Yes， it is MooreA： How do you spell it， please？B： Its M-O-O-R-EA：M-O-O-R-EAnd what is your address，please？B：It is 3600 Montague Boulevard，Hattiesburg，Mississiippi39401 USAA： Excuse me， sir， but could you speak a little more slowly，please？B：Sure，no problemIts 3600 Montague Boulevard，Hattiesburg，Mississippi 39401 USAHave you got it？A：Yes，so it is 3600 Montague Boulevard，Hattiesburg，Mississippi 39401 USAB： Thats rightA： What about your telephone number？B：（601） 264-9716 By the way， Id like a quiet room away from the street if that is possibleA：A quiet room away from the street is preferredOKWell mail you a reservation card confirming your booking as soon as possibleWe look forward to your visitB：Thank you and good-byeA：Good-byeWords and Expressionssettle v解决available a可得到的，有用的confirm vt使坚定，认可Mississippi n密西西比（美国州名）在门口Key Sentences（重点句子）15Welcome to our hotel欢迎光临。16So you have got altogether four pieces of baggage？您一共带了4件行李，是不是？17 Let me have a check again让我再看一下。18The Reception Desk is straight ahead接待处就在前面。19After you， please你先请。20Excuse me， where can I buy some cigarettes？劳驾。我到哪儿可买到香烟？21There is a shop on the ground floor一楼有个商店。22It sells both Chinese and foreign cigarettes在那儿可买到中国香烟和外国香烟。23Can I also get some souvenirs there？也可以买到纪念品吗？24There is a counter selling all kinds of souvenirs有个柜台出售各种各样的纪念品。25Excuse me，where is the restaurant？劳驾，请问饭厅在哪儿？26We have Chinese restaurant and a westernstyle restaurantWhich one do you prefer？我们有中餐厅和西餐厅，你愿意去哪个？27Id like to try some Chinese food today今天我想尝尝中国菜。Dialogue A（A car pulls up in front of Huatian Hotel and a doorman（A） goes forward to meet the guests B and C， opening the door of the car for them）A：Good evening， sir and madamWelcome to our hotelMr Bell（B）： ThanksGood eveningA：（Opening the trunk， taking out the baggage and looking at the name on the baggage tags）Im the doorman， sir So you have got altogether four pieces of baggage？B： Er Maybe five， Margaret（C）？A：Five？Oh， sorry Let me have a check againC：Oh，no，HenryAlways poor memory！Weve got only fourB：I see（To the doorman） Sorry，boy Youre right Four piecesA： Never mind， sir The Reception Desk is straight aheadAfter you，pleaseB：Yes，thank youDialogue BA： Excuse me Where can I buy some cigarettes？B： There is a shop on the ground floor It sells both Chinese and foreign cigarettesA：Can I also get some souvenirs there？B：Yes，sirThere is a counter selling all kinds of souvenirsA： By the way， where is the mens room？B：There is one at the end of the corridorA：Thank youB： You are welcomeDialogue CA：Excuse me，where is the restaurant？B：We have Chinese restaurant and a western-style restaurantWhich one do you prefer？A：Id like to try some Chinese food todayB： The Chinese restaurant is on the second floorA： What are the hours at the restaurant？B：Breakfast 630 to 900 am；Lunch 1130 amto200 pm；Dinner 530 to 900 pmA：Thank youB： Youre welcomeWords and Expressionscigarette n香烟、纸烟souvenir n纪念品，纪念物corridor n走廊 在接待处一Key Sentences（重点句子）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。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）B： I want a double room with a bathHow much aa day doyou charge？A： It is a hundred yuan a day including heating fee but excluding service chargeB：Its quite reasonableA：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 himB：All right This is one hundred yuan to pay for my reservationA：Thank youThis is a receipt for paying in advancePlease keep itDialogue BB： 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 roomB：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 TravelServiceB： 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 telephoneB：Oh，I seeThanksA：You are welcomeDialogue 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 a lady before one hourA：Let me see who called？ I have to make a phone callWill you get me the party？ Here is the numberB： OKWait for moment Here is your partyA： 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 yuanA：Oh，I seeThank you very muchWords and Expressionsheating 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 豪华套房在接待处二Key Sentences（重点句子）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。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 AA： Good morning， sir Can I help you？B：Good morning！I have a reservation for a single room with a bath hereA： May I have your name， sir， please？B：Bradley，John BradleyA：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 areB：What should I fill in under ROOM NUMBER？A： You can just skip that Ill put in the room number for you later onB：（After he has completed the form） Here you areI think Ive filled in everything correctlyA： Let me seename， address， nationality，for war ding address， passport number， place of issue， signatur