酒店基础礼貌服务用语（15P）.doc

酒店基础礼貌服务用语1、 礼貌地与客人打招呼及称呼客人，表示你对他们的热情欢迎: “早上好，小姐/先生。”“Good morning, madam/sir.” “下午好，小姐/先生。” “Good afternoon, madam/sir.” “晚上好，小姐/先生。” “Good evening, madam/sir.” 客人喜欢听你称呼他的姓氏，因此尽可能常用，如：“王先生，陈小姐，李太太”等。 “很高兴再次见到您(欢迎再次光临)，王先生。 “Nice to see/ meet you again, Mr. Wang.”或与客人互相寒暄： “您今天好吗?” “How are you ( today)?” “我很好，谢谢，你呢?” “Im fine, thank you, and you?” “很好，谢谢您?”“Im very well, /Im fine, too. Thank you.” Useful Words and Expressions:1) Sir 2) Madam 3) Miss 4) Ms 5) meet6) Good morning/ afternoon/ evening! 7) Glad / Nice to 8) How do you do? /How are you ?2、 主动向客人提供帮助: “我可以帮您吗?”“May I help you?”/What can I do for you ? 尽量为客人多做一点： “还有什么需要我帮您吗?”“Is there anything else I can do for you?” Useful Words and Expressions:1) May /Can I ? 2) If you need my help, just call me please.3 、记住一些能讨人喜欢的言词: “谢谢。”“Thank you.” “别客气。” “You are welcome.” “对不起。” “Im sorry.” “没关系。” “Thats all right.” “请。”“Please.” Useful Words and Expressions:1) welcome 2) Thats all right.4 、打扰客人之前，要提示客人： “打扰了”“Excuse me”这个情形可能包括诸如：打断客人谈话，为客人上菜时，进客房之前，请客人让路，你在服务时中途退场等。5、 向客人呈递某物时： “这是您的” 、 “Here is / are your (key, newspaper, boiled water, breakfast, lunch ,supper”)/ “Here you are.”6、 要客人等待时，要先有交代: “请稍等一会儿。”“Just a moment, please./Wait a minute, please.” “我一会儿就来。” “I will be with you in a moment.”再返回客人身边时，对久等的客人说抱歉： “对不起，让您久等了。”“Sorry to have kept you waiting .” Useful Words and Expressions:1) moment 2) wait3) I will be 4) Sorry to7 、听不明白客人说话时，不要臆想，你可以： “请再说一遍好吗?”“I am sorry, I dont understand. Could you show me?”/“ I beg your pardon.”8 、当客人因行动笨拙而显露尴尬时，安慰客人说： “请慢慢来，别着急。”“Please take your time, theres no hurry.”9、 向客人作自我介绍: “我叫 。如果有什么需要我帮忙，请告诉我。”“My name is . Please let me know if theres anything I can do for you.”/Can I help you?10 、与客人友好地告别，让客人对你和酒店留下深刻印象: “再见。”“Goodbye.” “祝您今天过得愉快。” “Have a nice day.” “祝您在这居住愉快。” “Wish you happy here.” 对要离店客人报以祝愿： “希望很快又见到您。” “Hope to see you again soon.” “祝一路顺风。”“Have a nice trip.”11、 在三响之内迅速接听电话: 拿起电话时： “早上好/ 下午好/ 晚上好，(这是)_(部门/ 部份名称)。我是，我可以帮您吗?“Good morning/ Good afternoon/ Good evening, (This is) (Name of your department/ outlet).speaking. May I help you?” 挂电话前： “多谢您的来电。”“Thank you for calling.”12、 礼貌地回应客人的请求或询问: 当你能满足客人要求时，要马上采取行动： “好的，小姐/先生，我马上拿给您。”“Certainly, madam/sir. I will get it right away.” “是的，小姐/先生，我马上帮您处理。”“Yes, madam/sir. I will take care of it at once.” 当你对客人的询问不肯定时： “对不起，我不太确定。如果您能等一会，我马上去查找。”“Sorry, I am not sure. If you wait a minute, Ill try to find out.” 当你不能满足客人要求时： “我恐怕这违反酒店的规定。”“Im afraid it is against hotel regulation.” “对不起，我们不允许这样做。”“Im sorry, we are not allowed to do this.” “对不起，恐怕我们没有(客人要的东西)。”“I m sorry, I m afraid we dont have (things guests want).”这时向客人作其它介绍或建议是非常重要的。 “我可以建议(你联系地下层的银行)吗?”“May I suggest (you contact the bank in the basement)?”13、 当你请求客人做某事时： “您可以(在这里签名)吗?” “Could you (sign here)?” “您介意(稍后再来电话)吗?” “Would you mind (calling back later)?” “我可以知道(您的姓名)吗?”“May I (have your name)?”14 、为客人指示方向: “请跟我来。” “Follow me please.” “请一直往前走。” “Please go straight ahead.” “请向右转/左转。” “Please turn right / left.” “它在 楼。”“It is on the floor.”15、 处理投诉，错误: “谢谢您告诉我们，小姐/先生。我会向经理报告这件事，请接受我们的道歉。”“Thank you for telling us, madam / sir, Ill inform my manager about it.Please accept our apology.” “我非常抱歉，小姐/先生，是我们出差错了，我马上改正过来。/ 我马上去查这件事。”“Im terribly sorry, madam / sir. There could have been some mistakes. Ill have it corrected at once. / Ill look into the matter at once.酒店英语培训口语150句欢迎和问候语：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。Certainly . 当然可以。指路用语：41) Go upstairs/downstairs 上楼/下楼42) Its on the second(third) floor. 在二(三) 楼43) Excuse me. Where is the washroom 对不起，请问盥洗室(电梯) 在哪儿?(restroom,elevator)This way ,please. 请这边走。44) Turn left/right. 往左(右) 转。45) Its in the lobby near the main entrance. 在大厅*近大门。46) Its in the basement at the end of the corridor. 在地下室走廊尽头。提醒用语：47) Mind(Watch) your step. 请走好。48) Please be careful. 请当心。49) Please dont leave anything behind. 请别遗忘您的东西.50) Dont worry. 别担心。51) Take it easy. 放心好了。52) Please dont smoke here. 请不要在这里抽烟。告别语：53) Goodbye. 再见.54) See you later. 等会见。55) Good night. 晚安。56) See you tomorrow. 明天见。57) Goodbye and thank you for coming. 再见，谢谢您的光临。58) Goodbye and hope to see you again. 再见，希望再见到您。59) Have a nice trip! 一路平安!60) Wish you a pleasant journey! Good luck! 祝您旅途愉快!前厅部(61) Have you a reservation? 您预订过吗?(62) May I have your name and room number? 您能告诉我您的名字与房间号码吗?(63) Here is your room key. 给您房间钥匙。(64) Please pay at the cashiers desk over there. 请去那边帐台付款。(65) Are these your baggage? May I take them for you?这些是您的行李吗?我来帮您拿，好吗?(66) Im afraid our hotel is fully booked on that date.对不起，我们饭店那一天的客房全部订满了。(67) Your room is confirmed for that day. We look forward to serving you.您要的那一日房间已经确认了。我们期待着为您服务。(68) Ill cancel Mr Bells reservation from February 27th for three nights.我将取消BELL先生从2月27日开始3个晚上的预订。我们期待着下一次为您服务。(69) May I reconfirm your departure date? 我可以再次确认您的离店日期吗?(70) Im sorry, madam. We dont have any vacancy at the moment.对不起，小姐，我们现在没有空房间。(71) How many pieces of luggage do you have? 请问您有几件行李?(72) Is there anything valuable or breakable in your bag? 您包里有贵重或易碎物品吗?(73) You can get your money changed at the cashiers Desk. 您可以去收款处兑换钱。(74) Could you take a message for her, please? 你能不能为我给她留信口信?(75) Just a moment, please, sir. Ill put you through. 请稍等一下，先生。我马上为您接通。(76) For outside calls, please press 9 first and when you hear the dialing tone,press the number you want.打外线请先按9，听到声响后再按您所要的号码。(77) How would you like to make payment, sir. 先生，请问您将如何付款?(78) Here is your change and receipt, sir. Ill send a bellman up to get your luggage.先生，这是您的找钱和收据。我马上叫行李员上去取您的行李。(79) The rate of your room will be paid by your host unit while the others should beat your expense. 您的房费将由接待单位支付，而杂费则应由您自己付。(80) How many copies do you need? 您要复印几份?(81) Can you give me your fax number, sir? 请您告诉我您的传真号码好吗?(82) When can I pick it up? 我什么时间能取?管家部(83) Housekeeping. May I come in? 客房服务员，我可以进来吗?(84) Leave your laundry in the laundry bay behind the bathroom door.请把要洗的东西放在浴室门后的洗衣袋中。(85) I hope Im not disturbing you. 我希望没有打扰您。(86) One moment, madam. Ill bring them to you right away. 等一会，夫人。我马上送来。(87) Ill show you to your room. Would you come this way? 我带您去您的房间。请这边走好吗?(88) Im sorry to disturb you, sir, but we would like to clean the room. May we do it now?对不起，打扰您了，先生。我们想现在打扫房间，可以吗?(89) Im sorry, sir, but could you wait another 20 minutes, please?对不起，先生， 但您能再等20分钟吗?(90) Could you bring me some more towels, please? 你能不能再给我拿几条毛巾来?(91) Yes, madam. Ill bring them to your room at once. 好的，夫人，我马上给您送来。(92) The hotel provides free shoe shining service for its guests.酒店为住店客人提供免费擦鞋服务。(93) Im terribly sorry. I do wish we had known it earlier.非常对不起。要是我们早点知道就好了。(94) Theres something wrong with the toilet. 抽水马桶出毛病了。(95) Ill inform the Engineering Department right now. 我马上就通知工程部。(96) Good evening, sir. Your laundry is ready. Would you see if they are all right?晚上好，先生。您送洗的衣服洗好了，请您查看一下是否满意?(97) Please sign on the laundry list, madam.小姐，主须送洗衣服单上签字。(98) Pardon, madam. Im afraid I dont follow. 请原谅，太太，我没有听明白您说什么。(99) May I know her nationality, British or American?我可以知道她的国籍吗，英国人还是美国人?(100) When did you lose it? 您什么时候丢失的?(101) Can you give us details of your? 请您详细描述一下您的好吗?(102) Well try everything we can to look for it for you. 我们将尽一切可能替您寻找失物。(103) Im sorry to hear that. Shall we search the room once again?听到这件事我深表遗憾，我们在房间里找一遍好吗?(104) Im sorry to hear that. Ill ask a repairman to come to your room at once.很抱歉听您这么说。我马上叫修理工到您房间来。餐饮部(105) Sit down, please. Here is the menu. May I take your order, sir?请坐，给您菜单。先生，您要点菜吗?(106) Would you like to have coffee or tea? 您要喝咖啡还是茶?(107) Would you like to have some wine with your dinner? 您用餐时需要喝点酒吗?(108) Service hours are: 7:00-9:00a.m.for breakfast 餐厅供应时间是：早上7点到9点(109) Here is the bill. Please sign it. 这是您的帐单，请签字。(110) What time would you like your table? 您什么时候来用餐。(111) Would you like to sit by the window? 请问您是否喜欢坐在*窗的位子?(112) May I suggest that you wait in the bar? 我建议您去酒吧等候，好吗?(113) Here is your Beggars Chicken. 您的叫化子鸡来了。(114) Thats all for your dishes. If you want anything else, just call me. Please enjoy yourself.您的菜上齐了。如果您还要什么，请叫我。祝您就餐愉快。(115) I do apologize for giving you the wrong soup. 我上错汤了，真抱歉。(116) How do you like the fish cooked this way? 您觉得鱼这样烧怎么样?(117) The buffet is over there, please help yourself. 自助餐在那边，请随意了取用。(118) How would you like your eggs? 您喜欢鸡蛋怎样烧?(119) Our buffet serves rich Chinese and Western food and also various kinds of salads, cakes and fruit. 自助餐厅食品丰富，有中式食品、西式食品，还有各式色拉、糕点和水果。(120) Room service. Can I help you?送餐服务。有什么事要我们办吗?(121) Im terribly sorry, sir. There is a mistake on the bill.太对不起了，先生。帐单上出了一点错。(122) Please feel free to contact us if you have any questions or request.如果有什么问题或要求，请即与我们联系，不必客气。(123) There are several ways of paying for the drinks. 饮料费的收付方法有几种。(124) The exchange rate today is for RMB. 今天的兑换率是兑换人民币。(125) Ill need your signature and room number. 我需要您的签名和您的房号。销售用语(126) What kind of rooms(food) would you like to have ? 您需要什么样的房间(菜) ?(127) Here is a brochure of our hotel . 这是介绍我们酒店的小册子。(128) Well give you a 10%(ten percent ) discount . 我们给您九折优惠。(129) Well offer tour guides complimentary breakfasts . 我们给陪同提供免费早餐。(130) We accept your terms . 我们接受您的条件。公关用语(131) May I introduce myself ? 让我介绍我自己。(132) May I present you a little souvenir ? 请接受我们的一点小纪念品。(133) Lets drink to our friendship ! 为我们的友谊干杯。(134) Lets propose a toast to the health of our guests !建议为在座客人的健康干杯。(135) Cheers ! 干杯!征求意见用语(136) How do y