五星级酒店常用英语-内部培训资料

英语培训英语培训 一 基本礼貌接待英语一 基本礼貌接待英语 1 称呼语 先生 sir 夫人 女士 madam ma am 小姐 miss 女士们先生们 Ladies and gentlemen 2 欢迎光临我们酒店 Welcome to our hotel 3 祝您在我们酒店过得愉快 Please enjoy your stay in our hotel Have a nice stay Enjoy your stay with us 4 愿您如同在家一样舒适 Wish you feel at home 5 早上好 下午好 晚上好 Good morning Good afternoon Good evening 6 很高兴 再次 见到您 Glad to meet you again Nice to see you again It s good to see you again 7 您来这儿我们很高兴 Glad to have you here 8 祝您玩得愉快 Please have a good time Please enjoy yourself 9 祝您生日快乐 Happy birthday to you 10 圣诞节快乐 Merry Christmas 11 新年快乐 Happy New Year 12 新春快乐 Happy Spring Festival 13 祝贺 Congratulations 14 致以良好的祝愿 Best wishes regards to you 15 请这边走 This way please 16 您先请 After you please Please you first 17 请便 用吧 Go a head please 18 请跟我来 Follow me please Come with me please 19 您慢走 请留心走 Please watch your step 20 请在这儿休息 Please take a rest here 21 当心 请留神 请注意 Look out please Take care please Attention please Be careful please 22 请乘电梯 Please take lift elevator 23 乘电梯请这边走 Your lift is this way 24 请一直往前走 Straight on please Keeping going please 25 请向左 右转 Please turn left right 26 请上 下楼 Please go upstairs downstairs 27 请稍等 Wait a moment please Just a moment please 28 请进 Come in please 29 请坐 Sit down please Be seated please Have Take a seat please 30 请看一看 Please have a look at it 31 请给我看一看 Show me please Could I see it please Please let me have a look at it 32 请问要多久 How long will it take 33 请原谅我 I beg your pardon please Forgive me please 34 请再说一遍 Pardon please Please repeat it 35 请不要拘束 Please make yourself at home 36 照顾不周的地方 请多多指教 If we have shortcomings please point out 37 请提出宝贵意见 Any comments and suggestions are welcome 38 我来给您带路吧 Let me lead the way please 39 地很滑 请小心走 It s slippery Please mind your feet 40 您愿意的话 就办吧 Do as you please 41 您过来吧 Come on please 42 慢慢来 别急 Take your time please Take it easy Don t worry about it Don t be worried 43 请稍等 别挂 电话用语 Hold on the line please 44 请挂掉 电话用语 Hang up please 45 请放心 Please set your heart at ease 46 请稍等 我马上把它改过来 Please wait a moment while I correct it 47 让我来询问此事 我会尽快答复您 Let me inquire about it and I ll let you know as soon as possible 48 需要帮助 请打电话到总台询问 If you need any help please make a call to the front desk 49 我能帮您的忙吗 May Can I help you Let me give you a hand please 50 我能为您做点什么 What can I do for you What would you like me to do for you 51 需要我帮忙吗 Anything I can do for you 52 还有别的事情需要我帮忙吗 Anything else I can do for you Anything else 53 请告诉我您的房间号码 可以吗 May I know your room number please 54 我可以耽误您一会儿的时间吗 May I take up a few minutes of your time please 55 请问 您要 多少 How many much please 56 请问你们一共多少人 How many of you in all please 57 请问哪个 位 Which one please 58 请问什么时候 What s the time please When for please 59 请问您要怎么办 怎样处理 How will you do it please 60 您想要 吃 喝等 什么 What would you like to have 61 我把它放在这儿好吗 May I leave it here 62 我把它拿走好吗 May I take it away 63 我做这件事情您介意吗 Would mind me doing that 64 您 有什么事 出了什么事 得了什么病 What s wrong with you What s the matter with you What s up 65 发生了什么事 What has happened 66 还有什么吗 就这些吗 Is that all 67 非常感谢 Thanks very much 68 请问一个问题好吗 May I trouble you with a question 69 满意了吗 Is it satisfactory 70 是您打电话要求服务吗 Did you call for service 71 现在情况怎么样 How s it going now 72 请您签上您的姓名好吗 Could you sign your name please 73 希望您不会介意在此等一会儿吧 Would you mind waiting please 74 这是表格 请您登记好吗 Here is the form Will you register please 75 都准备好了吗 Is everything done ready 76 这是您所有的东西吗 Is this all you have 77 我带您到您的房间好吗 May I show you to your room 78 您有什么问题吗 什么事呢 What s your trouble What s the problem 79 对了吗 Is that correct 80 这样行吗 Is that all right 81 您什么时候需要呢 When do you need it What time do you want it 82 您能否说得详细一点 Could you give me some more details 83 这些够了吗 Is that enough 84 我帮您拿 好吗 Shall I get one for you 85 现在可以办了吗 Could I do it now 86 什么时候方便呢 When will it be convenient 87 我们走吧 好吗 Let s go shall we 88 请等一等 好吗 Would you care to wait 89 这会打扰您吗 Will it disturb you 90 这 那个怎么样 What about this that 91 您觉得这 那个怎么样 How do you like this that 92 抱歉 对不起 请原谅 Sorry I m sorry 93 对不起 打扰您了 I m sorry to trouble you I m sorry to disturb you I m sorry to bother you 94 失礼了 Sorry for my impoliteness 95 对不起 打扰一下好吗 Excuse me for interrupting you 96 对不起 这是我的错 I m sorry It s my fault 97 对不起 耽搁了 We are sorry for the delay 98 对不起 让您久等了 I m sorry to have kept you waiting so long 99 您在我们酒店住宿期间一切都满意吗 Is everything satisfaction to you during your stay in our hotel 100 抱歉得很 耽误了您这么多的时间 I m sorry to have taken up so much of your time 101 我妨碍您了吗 Am I in your way 102 请原谅我的粗心 Please excuse my carelessness 103 希望您能原谅我 I hope you ll pardon me 104 我必须向您道歉 I must apologize to you 105 费神了 I m much obliged to you Much obliged 106 麻烦您了 Thanks for the trouble 107 谢谢 谢谢您了 Thanks Thank you 108 您太好了 It s very kind good nice of you 109 您想得十分周到 It s most thoughtful of you 110 我应该非常感谢您 I should appreciate it very much 111 谢谢您的等候 帮助 Thanks for your waiting help 112 是的 不 不是 Yes No not 113 我明白 知道了 I see I understand 114 一点也不麻烦 No trouble at all No bother at all 115 我很高兴为您效劳 Glad to be of service My pleasure 116 我很高兴给您帮了个忙 Glad to have been of help 117 谢谢您的赞美 Thank you for your compliments 118 那不要紧 没关系 That s quite all right It doesn t matter Never mind 119 啊 没什么 Oh it is nothing 120 别介意 别提了 Don t bother about that Don t mention it 121 我保证不会再次发生类似的事情 I assure it won t happen again 122 我马上调查此事 I ll look into the matter at once 123 谢谢您告诉我们 Thank you for telling us 124 这是我的错 向您道歉 Please accept an apology for my fault 125 我们会记下您的要求 We ll note down your request 126 没问题 No problem 127 我帮您查一下 I ll check it for you 128 我们会尽早通知您 We ll inform you as soon as possible 129 这是我的职责 应该做的 It s part of my service It s my duty 130 我们会负责此事 We ll see to it 131 我们会派人 来 去取 We ll have someone fetch it 132 我跟您去 走 I ll come after you 133 我们将随时为您效劳 提供服务 I ll put myself at your service at any time 134 没关系 不用谢 That s all right You are welcome At your service 135 这是我应该做的 That s what I should do It s the least I could do 136 我将按照您的吩咐办 I ll do what you told me 137 我对此感到抱歉 I feel sorry about that 138 别担心 我会给您办的 Don t worry Leave it to me 139 别担心 我会给您安排的 Don t worry We can arrange it for you 140 肯定 一定 Certainly Sure 141 当然 不 Of course Of course not 142 我认为是这样 我认为不是这样 I think so I don t think so 143 能帮助您是我的荣幸 It s a privilege for me to help you 144 我一会儿就来 I ll be with you in a moment 145 我来查一下 并会尽快打电话给您 I ll check it and call you as soon as possible 146 请原谅 我没听明白您说什么 Pardon I m afraid I don t follow catch you 147 我们 到了 Here we are at your destination 148 打扰您了 请多多包涵 Please excuse my disturbing you 149 再见 再会 Goodbye See you So long Farewell 150 晚安 祝您睡个好觉 Good night Have a good dream sleep 151 回头见 See you later 152 明天见 See you tomorrow 153 祝您一路顺风 Good luck Have a good journey 154 一路平安 Bon Voyage 155 请多保重 Take care please 156 祝您旅途愉快 Pleasant journey 157 祝您归途愉快 Pleasant journey home 158 希望再次见到您 Hope to see you again 159 我们期待您的再次光临 We look forward to your visit again 160 请再次光临 Please call again 二 岗位英语 岗位英语 前厅各岗位英语前厅各岗位英语 前厅部前台 收银 Reservation Reception Information cashier s 职位名称 接待员 receptionist 收银员 cashier 行李员 bellman bellboy porter 5 门 僮 doorman 职员 clerk employee personnel staff 话务员 operator 大堂副理 assistant manager 词汇 1 预订 reservation book 2 接待 reception receive 3 问询 information inquiry 4 收银 cashier 5 客满 be full up no vacancy 6 超订 overbooking 7 开房 入住 checking in 8 退房 checking out 9 房费 room rate price charge rent tariff 10 免费 free of charge complimentary 11 昂贵 expensive dear 12 便宜 cheap 13 价格 合理 reasonable 14 折价 discount rate 15 预订 登记 表格 单 registration form list16 抵达日期 入住 日期 arrival date in date 17 离开日期 departure date out date 18 开房通知单 accommodation advice 19 拟住天数 length of stay 20 全名 full name 21 姓 family name last name 22 名 first name surname 23 曾用名 former name 24 国籍 nationality25 职业 profession occupation position26 出生地 place of birth 27 出生日期 date of birth 28 从何 处来 where from 29 到何处去 where to 30 入境 签证 entry visa 31 签名 sign your name signature 32 护照 passport 33 身份证 identity card 34 名片 name visit card 35 各类 证件 voucher 36 价目表 price list 37 延期 postpone extension 38 保留 keep 39 取消 cancel cancellation 40 预付定金 押金 advance deposit 41 黑名单 black list 42 预抵日期 expected arrival date 43 预离日期 expected departure date 44 提前离店 under stay 45 延期离店 延迟离店 over stay late check out 46 淡季 平季 low season slack season 47 旺季 high season 48 付款方式 payment method 49 常住客 regular guest 50 长 住客 long staying guest 51 统计表 control sheet 52 支票 旅行支票 check traveler s check 53 信用卡 credit card 54 回扣 佣金 commission 55 挂帐 city ledger 56 平均房价 average room rate 57 预订提前期 booking lead time 58 确认类订房 confirmed reservation 59 停止 出售客房的日期 closed date 60 客人已支付费用的住宿凭证 coupon 61 留房截止日期 cut off date 62 半天用房 day use 63 零星散客 Family Individual Tourist FIT 64 自由销售 free sales 65 保证类订房 guaranteed reservation 66 客史档案 guest history record 67 饭店 连锁 hotel chain 68 工作日记本 log book 69 订房不到 No show 70 待修房 out of order 71 包价服务 package service 72 标准房价 rack rate 73 接车服务 pickup service 74 订房 预测 room forecast 75 团体分房名单 rooming list 76 客房种类 room type room category 77 客房状态 room status 78 换房 room change 79 故意逃帐者 skipper 80 外宿 sleep out 81 高价类房按低价出售 升级 upgrade 82 推销更高价格的客房 up selling 83 等候名 单 waiting list 84 叫醒服务 wake up service 85 留言服务 left message service 86 团队 group 87 散客 walk in 88 钥匙存放处 key drop 89 总钥匙 master key 90 兑换凭证 memo 91 买 卖价 buying selling rate 92 钞票 bank note 93 钱 货币 money currency 94 汇款 remittance 95 兑换率 exchange rate 96 汇票 bank draft 97 银行 bank 98 现金 cash 99 零钱 change 100 手续费 service charge procedure fee 101 信汇 电汇 mail transfer 102 换算率 conversion rate 103 利息 interest 104 帐单 bill chit 105 贵重物品寄 存 valuable safe deposit 106 房卡 room card 107 发票 收据 invoice receipt 108 保险 箱 safe box109 单人床 single bed 110 双人床 double size bed 111 大双人床 Queen size bed 112 加宽双人床 King size bed 113 沙发床 studio 114 婴儿床 cot 115 内景房 inside room 116 外景房 outside room 117 连通房 connecting room 118 相邻房 adjoining room 119 钟点房价 hour rate 120 总数 amount 121 更改 amendments122 卡条 单 slip123 统 计 statistics124 汇总表 conventional chart 125 密度表 density chart 126 预订 截止表 the stop going chart 127 打时机 time and date stamping machine 128 婉拒 预订 turning down 129 致歉函 Regret Letter 130 记录存档 recordkeeping 131 口头确认 书面确认 verbal written form 132 抵店前准备 prior to the arrivals 133 结帐 settle account134 人民 币 Renminbi RMB 135 美元 U S dollar 136 港元 Hongkong dollar 137 日元 Japanese yen 138 英镑 pound 139 天气预报 weather forecast 140 晴天 sunny 141 阴天 多云 cloudy 142 刮风 windy 143 雾天 foggy 144 雨天 rainy 145 小雨 drizzling 146 亚热带 海洋性气候 subtropical maritime climate 147 无风 calm 148 湿度 humidity 149 温度 temperature 150 委托代 extra service151 东 east 东西 west east 东南 southeast 东北 northeast 152 南 south 南北 northsouth153 西 west 西南 southwest 西北 northwest154 北 north 155 摄氏度 centigrade 156 一级风 light air 157 二级风 light breeze 158 三级风 gentle breeze 159 四级风 moderate breeze 160 五级风 fresh breeze 161 六级风 strong breeze 162 七级风 moderate near gale 163 八级风 fresh gale 164 九级风 strong gale 165 十级风 whole gale 166 十一级风 storm 167 十二级风 hurricane 168 台风 typhoon 169 欢迎卡 Key card Hotel Passport 170 承诺付款书 Guarantee of Payment 171 客房钥 匙准用单 key permit 172 计账 folio storage 173 备用钥匙柜 spare parts 用语 1 Good morning This is Room Reservation Front Reception may I help you 2 For how many nights days please 3 For which date please When for please 4 How many people are there in your party How many of you in all please 5 What kinds of room would you need 6 Have you made a reservation with us Do you have a reservation with us 7 Excuse me may I have your full name please Excuse me may I know your full name please 8 How do you spell your name please 9 What time do you expect to arrive 10 May I have know your telephone number 11 Who is the reservation for 12 Just a moment please I ll check the arrival list room availability 13 Could I see your passport identity card please 14 How many nights will you be staying How long will be staying 15 Would you help me fill out this form please Would you fill out this form please 16 Could you sign your name please 17 In whose name was the reservation for 18 Would a double room do 19 Is it just for tonight 20 What was the date of the reservation 21 When did you make the reservation 22 Who made the reservation please 23 It s all right available for the 26th but not the 27th 24 Please go to the cashier to pay the advanced deposit 25 A single room or a double room 26 Breakfast is included 27 Could I suggest a double room 28 You ll have to pay half of the rate more if you leave after 12 00 at noon 29 I m afraid we are fully booked on that night is it possible for you to change the date 30 We can t guarantee for the rooms if without advanced deposit 31 We might have cancellation if the arrival time passes six p m and you might get the deposit 32 Sorry the rooms are all occupied May I contact another hotel for you 33 Your room number is 1603 on the 16th floor in the main building and here is the key 34 Thank you for waiting sir I m afraid his name is not on the list 35 Do you have a letter or telex conforming the reservation 36 Do you know which unit group is responsible for the reception of your friend 37 I d like to confirm your reservation Mr Black from Washington United States of America A standard single room at 360 yuan per night for three nights from May 6th to 9th and your telephone number is the reservation is with name of John Smith 38 I ll give you the accommodation advice 39 I m afraid he has cancelled the reservation 40 I m afraid he is not occupying that room 41 I m afraid he is out for the day could you call again later please 42 I m afraid there is no guest with that name 43 I m sorry but I have no record of a reservation in your name 44 I m sorry I m afraid he has already checked out 45 Mr John Smith from England wants to see you 46 Would you leave a message We ll inform him when he comes 47 There is a message for you sir 48 I ll repeat your message to your friend 49 Mrs Bill Brow asks you to straight to her room No 1509 on the 15th floor 50 The bellboy will show you up to your room Situational Dialogues Reservation Reception Information Settling account Cashier s 礼宾岗位 Baggage Service Concierge 职位名称 接待员 receptionist 收银员 cashier 行李员 bellman bellboy porter 5 门 僮 doorman 职员 clerk employee personnel staff 话务员 operator 大堂副理 assistant manager 词汇 1 行李寄存 left baggage luggage luggage storage 2 邮件服务 postal mail service3 自行车出租服务 bicycle service 4 行李房 luggage baggage room check room 5 残疾人服务 disabled persons service 6 雨伞出租服务 umbrella rental service 7 背包 knapsack 8 女用手提包 handbag 9 公文包 briefcase portfolio10 旅行包 traveling bag 11 手提箱 suitcase 12 书包 satchel canvas satchel 13 衣帽间 cloakroom 14 平信 ordinary letter 15 挂号信 registered letter 16 航空信 air mail 17 快信 express delivery 18 欠资 postage due 19 超重 overweight 20 挂号邮寄费 registered fee 21 印刷品 printed matter 22 邮政汇票 postal order 23 包裹 parcel 24 浆糊 paste 25 胶水 glue 26 行李标 签 luggage label tag 27 电瓶车 electro mobile storage battery car 28 行李车 van 29 行 李网 luggage net 30 行李票 luggage check 31 轮椅 wheelchair 32 拐杖 walking stick 33 信箱 letter mail post box34 很多行李 high luggage 35 少量行李 light luggage 36 无行 李 no luggage 37 失物招领处 Lost Found Office 38 大衣箱 trunk39 行李运送 bell service 40 寻人服务 Paging Service 41 泊车服务 Car Park Valet 42 委托代办服务 Extra Service 43 金钥匙 服务 Gold Key s Service Chief Concierge Les Clef d Or 用语 1 Is this your baggage sir 2 Only one suitcase sir 3 Let me carry your baggage madam 4 May I help you with your suitcase sir 5 Two suitcases and one bag is that right 6 I ll show you to the Front Desk This way please 7 Could you check in at the Reception please 8 May I show you to your room sir 9 This is your room You first please 10 The bellman sir I have brought your baggage 11 We are very sorry for the delay sir May I put it here 12 Another bellman will bring your baggage Just a moment please 13 Is this all you have 14 It s slippery please mind your feet 15 Just a moment please I ll bring a luggage cart Situational Dialogues 1 Greeting guest and helping the guest to carry the baggage Showing the guest to the Front Desk for checking in Showing the guest to his her room Entering the room Introducing the facilities of the room to the guest Leaving the room 2 Extra Service 总机岗位 话务员 Switchboard Operator 职位名称 接待员 receptionist 收银员 cashier 行李员 bellman bellboy porter 5 门 僮 doorman 职员 clerk employee personnel staff 话务员 operator 大堂副理 assistant manager 词汇 1 分机 extension telephone 2 打电话 到 make take a call to 3 接电话 receive answer a call 4 电话号码 telephone number 5 电话簿 telephone directory 6 受话人付费 电话 collect call 7 拨 电话 dial 8 通话时间 duration of call 9 发话人付费电话 paid call 10 普通电话 ordinary call 11 加急电话 urgent call 12 叫醒电话 wake up call 13 叫号电 话 station to station call 14 叫人电话 person to person call 15 电话卡 dialing calling card 16 长途电话 long distance call 17 市内电话 local call 18 免费电话 courtesy phone 19 最 低收费 minimum charge 20 外线 outline 21 内线电话 house phone 22 占线 busy line 23 串线 crossed line 24 消号 cancel cancellation 25 没人接 no answer 26 别挂 请 稍等 Hold the line Hold on 27 接通 get through 28 听不清 The connection is bad 29 请接外线 Line please 30 传呼费 calling paging fee 31 国际直拨电话 international direct dialing call 32 国内直拨电话 domestic direct dialing call 33 电话计费 long distance call expenses calculation 34 闭路电视 closed circuit TV 35 背景音乐 surroundings environment music 36 网络检查 network check 37 本地网 area code 用语 1 Good morning Hotel may I help you 2 Hold the line on please I ll put you through 3 We ll call you back in a few minutes 4 The number is busy now 5 The number out of order 6 The receiver is off the hook 7 Let me try again 8 I m sorry could you repeat that 9 I m sorry but could you speak a little slower louder 10 Would you like to leave a message 11 Would you like me to have hom call you 12 Does he know your telephone number 13 Would you mind holding the line a minute please 14 Your call has got no answer Do you have another telephone number 15 The phone call lasted for 18 minutes altogether Doyou still want to make a call to Tokyo 16 Lift the handset and dial 9 please wait for dial tone then followed by demostic code 0 Situational Dialogues Central Exchange Service Left Message Service Information Extra Services 商务中心 Business Center 职位名称 接待员 receptionist 收银员 cashier 行李员 bellman bellboy porter 5 门 僮 doorma