宾馆客房服务英语口语对话.doc

精选范本 供参考 目录目录 酒店部门名称酒店部门名称 NAME OF HOTEL S 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 SERVICE 17 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 精选范本 供参考 酒店部门名称酒店部门名称 NameName ofof Hotel sHotel s 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 Cashier s 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 精选范本 供参考 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 精选范本 供参考 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 精选范本 供参考 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 can t do that 不好意思 我恐怕没办法那样做 Excuse me sir Please let me pass 精选范本 供参考 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 精选范本 供参考 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 I ll transfer your call to Restaurant Reservations 精选范本 供参考 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 I ll 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 精选范本 供参考 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 That s all 对 就这些了 B I ll show you to the Front Desk This way please I ll 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 精选范本 供参考 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 28 I want a double room with a bath 我要一间有浴室的双人房 29 How much a day do you charge 每天收费多少 30 It 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 精选范本 供参考 31 Its quite reasonable 收费十分合理 32 How long do you intend to stay in this hotel 您准备住多久 33 Have you got through with the check in 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 35 Would 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 36 This is a receipt for paying in advance Please keep it 这是预付款收据 请收好 37 Have you any vacant spare room in the hotel 旅馆里有空余房间吗 38 Sorry 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 39 Good afternoon my room number is 321 Any mail for me 下午好 我的房号是 321 有我的信吗 40 Yes You 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 41 Ill mail a letter to U S A by airmail 我要寄一封航空信到美国 42 How much do I have to pay for you 我要付多少钱 43 A letter generally mails to America Europe Africa 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 精选范本 供参考 B I want a double room with a bath How 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 check in procedure B Oh yes Im going to fill in the form of registration right now Can I book a single room for my friend before hand as he will arrive in Shanghai tomorrow morning A Sure Here is the form for reservations Would 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 you This is a receipt for paying in advance Please 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 ticket If 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 see Thanks A You are welcome Dialogue C A Guest B Receptionist A Good afternoon my room number is 321 Any mail for me B Yes You have two letters and one telegram also a message was left by 精选范本 供参考 a lady before one hour A Let me see who called I have to make a phone call Will you get me the party Here is the number B OK Wait for moment Here is your party A Thank you Ill mail a letter to U S A by airmail How much do I have to pay for you B A letter generally mall to America Europe Africa by airmail First 20 grams is 20 yuan Each additional 20grams is 15 yuan A Oh I see Thank 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 check in 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 44 Yes we do have a reservation for you 对了 我们这儿是有您预订的房间 45 Would 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 46 What should I fill in under ROOM NUMBER 房间号码 这一栏我该怎么填呢 47 Ill put in the room number for you later on 过会儿我来给您填上房间号码 48 You forgot to put in the date of your departure 您忘了填写离店日期了 49 And here is your key Mr Bradley Your 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 精选范本 供参考 50 It is on the 14th floor and the daily rate is 90 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 54 Ill take a look at the hotels booking situation 我来查看一下本店房间的预订情况 55 Im glad that well be able to accept your extension re quest 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 list Yes we do have a reservation for you Mr Bradley Would you please fill out this form while I prepare your key card for you B Yes Can I borrow your pen for a minute please A Sure Here 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 精选范本 供参考 B After he has completed the form Here you are I think Ive filled in everything correctly A Let me see name address nationality for war ding address passport number place of issue signature and date of departure Oh here sir Your forgot to put in the date of your departure Here let me fill it in for you You are leaving on B Ocrober 24 A Now everythings in order And here is your key Mr Bradley Your room number is 1420 It is on the14th floor and the daily rate is 90 Here is your key card with all the information on your booking the hotel services and the hotel rules and regulations on it Please make sure that you have it with you all the time You need to show it when you sign for your meals and drinks in the restaurants and the bars You also need to show it when you collect your key from the Information Desk B OK Ill take good care of it A And now if you are ready Mr Bradley Ill call the bell boy and hell take you to your room B Yes Im ready Thank 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 Mr Doug lass in room 1208 My business negotiation has progressed much more slowly than I had expected This makes it necessary for me to stay on here for another day I 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 re quest But Im afraid that it will be necessary for us to ask you to change rooms for the last two nights You see we have already let your room to another gentle man Is that acceptable to you B Yes thats no problem at all A Let me see room 1111 Will be vacant How about room1111 精选范本 供参考 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 9 30 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 negotiation Well I think I will move at 9oclock A Good I 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 will Thank 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 精选范本 供参考 酒店处理投诉常用英语酒店处理投诉常用英语 128 Can you change the room for me Its too noisy 能给我换个房间吗 这儿太吵了 129 My 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 130 She said it was too much for her 她说这使她难以忍受 131 Im awfully sorry sir 非常对不起 先生 132 I do apologize 我向您道歉 133 No problem sir 没问题 先生 134 Well 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 135 Could you wait till tomorrow 等到明天好吗 136 I 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 137 And 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 138 The light in this room is too dim 这房间里的灯光太暗了 139 Please get me a brighter one 请给我换个亮的 精选范本 供参考 140 Certainly sir Ill be back right away 好的 先生 我马上就回来 141 The room is too cold for me I 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 room He goes to the assistant manager A A Good morning sir What can I do for you B Im Bell Im in Room 908 Can you change the room for me Its too noisy My wife was woken up several times by the noise the baggage elevator made She said it was too much for her A Im awfully sorry sir I do apologize Room 908 is at the end of the corridor Its 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 sir Well manage it but we dont have any spare room today Could you wait till tomorrow The American People to people Education Delegation will be leaving tomorrow morning Therell be some rooms for you to choose from B All right I hope well be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep A Be sure Ill make a note of that Everything will be taken care of And if there is anything more you need please let us know Dialogue B A Good evening maam Did you ring for service What can I