酒店管理英语

学酒店管理的常用英语，口语，礼貌用语 Welcome to our hotel. 欢迎光临。Can I help you?我能帮你忙吗？What kind of room would you like, sir?先生，您要什么样的房间？Please wait a moment. I have to check if there is a room available.请稍等，我查一下有没有空房。Enjoy your stay with us.希望您在我们这里住的愉快。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?” nbsp;“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) meet 6) 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) wait 3) I will be 4) Sorry to 7 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 nbsp;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.” （编辑：） 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。”May I know your name and your room number, please?我可以知道您的名字和房间号码吗？Excuse me ,sir, could you spell your name?请问您的名字如何拼写？Heres your room key.这是你的房间钥匙。Im sorry to keep you waiting, sir. What can I do for you? 先生，对不起，让您久等了。我能为您做点什么吗？Please wait your turn.请排队等候。May I know your name, please?请问贵姓大名。（不认识客人时用）Im sorry, sir. Our hotel rooms are all booked at this moment. We have no vacancy.对不起，先生。我们已经客满，没有空房间。Dont mention it. My pleasure.请不要客气，我乐意效劳。Have a good rest, sir.先生，请好好休息。Good morning, sir. Can I be of service to you? 早安，先生。 我可否为你效劳？A moment, please. I will be with you as soon as possible.请稍等片刻。我将尽快帮你办。Can I have your name and room number, please?请告诉我您的名字及房间号码？Here is your bill, sir.先生，这是您的帐单。Please wait a moment while I calculate your bill.请稍等片刻，我立刻就把您的帐单结算出来。We accept the following credit cards,madam.小姐，我们接受以下几种信用卡。Please sign here, sir.先生，请在这签上你的名字。We hope you will come stay with us again.希望你再光临我们酒店。Would you please exchange us dollars for RMB. please?麻烦你替我将美圆兑成人民币好吗？The rates of exchange are on the board, sir.先生，请参考告示牌的外币兑换价。Im sorry but We do not exchange Hong Kong dollars into Japanese yen.对不起，我们不能将港币换成日元。Please could I see your passport or other identification, madam?小姐，请出示你的护照或其它身份证明文件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1、Good morning ，sir（madam）早上好，先生（小姐）2、Good afternoon ，ladies and gentlemen下午好，女士们，先生们。3、Good evening ，miss Price晚上好，普莱丝小姐。4、How are you today ，Mr Brown ？你今天好吗？布朗先生。5、Im quite well ，thank you.我很好，谢谢你。6、Hs good to see you again ，sir（madam）再次见到你真高兴，先生（小姐）7、Nice to meet you ，sir.见到你真高兴，先生。Titles（称呼）8、Are you Mrs.Best？你是贝丝特夫人吗？9、You must be professor Ford.你一定是福特教授。10、May I know your name，sir（madam）？我可以知道你的名字吗？先生（小姐）。11、Heres a letter for you ，Dr white.怀特医生，这儿有你的一封信。12、youre wanted on the phone，Captain Smith.史密斯船长，有你的电话。13、Welcome to our hotel， miss Henry.欢迎来到我们酒店，享利小姐。14、May I be of service to you，Mr Baker ？我能为你服务吗？贝克先生？15、Can I help you， Ms Blake？我能帮你吗？布雷克小姐？16、Would you take the seat ，young lady ？请坐，小姐，Offering Help 主动提出帮助17、May I help you ？18、Can I help you？我能帮你吗？19、What can I do for you ？我能为你作什么？20、 May I take your bag for you？我可以为你拿你的手提包吗？21、 May I help you with your suitcase？我能帮你拿你的箱子吗？22、 Would you like me to call a taxi for you ？你需要我为你叫一辆出租车吗？23、 Thank you very much.非常感谢24、 Thanks for the trouble .麻烦你了25、 Itsvry kind of you？你真是太好了26、 No，thanks.不用了，谢谢！Answers to Thanks对感谢语的应答27、 Youre welcome.欢迎你28、 Not at all.不用谢29、 Thats all right.没关系30、 Dont mention it.别提了31、 Its my plcasurc.这是我的荣幸Expressing welcome 表示欢迎32、 Welcome ，sir（madam）。欢迎光临，先生（小姐）33、 Welcome to our hotel ，sir （madam）。欢迎光临我们酒店，先生（小姐）34、 Welcome to our western restaurant.欢迎来我们西餐厅35、Were glad to have you here.我们很高兴你来到之儿36、Im always at your service ，sir （madam）。随时为你效劳，先生（小姐）。Apologies 表示道歉37、Im sorry，sir （madam）。对不起，先生（小姐）。38、Im very sorry.非常抱歉。39、Im sorry to trouble you.对不起打扰你了。40、Im sorry to have taken so much of your time.对不起占用你太多时间了。41、Im sorry to have kept you waiting .对不起让你久等。42、Excuse me for interrupeing you.原谅我打挠你了。43、I hope youll forgive me.我希望你能原谅我。Answers to Apology（对道歉语的应答）44、It doesnt matter.没关系。45、Its nothing.没什么。46、Never mind.别放在心上。47、Thats nothing.没什么。48、Dont bother about that.别再想它。49、Dont worry about it.别担心。50、Dont apologize， It was my fault.别道歉，这是我的错。Good wishes（良好祝愿）51、Have a good time！祝你们玩得愉快！52、Have a nice evening！祝你晚上愉快。53、Happy Birthday！生日快乐。54、Merry Christmas！圣诞快乐。55、May you succeed祝你成功Parting（分手再见）56、 Goodbye and good luck.再见，祝你好运。57、Hope youll have a nice trip.希望你旅途愉快。58、Wish you a pleasant journey .祝你旅途愉快。59、Happy landing.祝你安全抵达。60、Bon voyage.一帆风顺。61、Hope to see you again.希望再次见到你。62、Good night.晚安。63、See you Tomorrow.明天见。SelfIntroduction （自我介绍）64、Im henry ，Im from Golden Lake Hotel， Imhere to meet you .我叫享利，来自金湖酒店，我是来接您的。65、My name is Irene ，Im the housekeepingDepartment waiter.我的名字是艾琳，我是管家部服务员。66、Im the receptionist here ，welcome to our hotel.我是这儿的接待员，欢迎来到我们酒店。67、Reservations ，May I help you ？预订部，我能帮你吗？68、Room service ，May I come in ？送餐服务，我可以进来吗？69、This is Henry Adams speaking.我是享利。亚当斯。Affirmative Responses （肯定回答）70、Surely.当然可以。71、Certainly ，sir （madam）。当然可以，先生（小姐）。72、Yes，sir，（madam）。是的，先生（小姐）。73、Thats true ，sir （madam）。是这样的，先生（小姐）。74、Very well.非常好。Negative Responses（否定回答）75、No ，sir （madam）。不，先生（小姐）。76、I dont think so.我不这样认为。77、Of course not.当然不。78、Im afraid thats not a good idea.恐怕，那个主意不好。Useful Questions 常用问句79、What do you prefer ，tea or coffee？你喜欢什么？茶还是咖啡。80、Woulld your please sign here ？请在这儿签名好吗？81、A table for two？两人的一张台吗？82 、How long do you plan to stay ？你计划住多久。83、Could you please spell your name ？请拼一下你的名字吗？84、What kind of room would you like ？你要哪类房间？85、May I see your passport ？我可以看你的护照吗？86、May I have your tetephone number ？我可以知道你的电话号码吗？87、Whats the trouble， sir？你怎么啦？先生。88、Shall I call a doctor for you ？我为你叫一个医生吗？89、Dir you eyoy the play？你喜欢这个节目吗？90、Do you like this song？你喜欢这首歌吗？Useful expressions 惯用表达语91、Enjoy you breakfast ，sir ？请享用你的早餐，先生。92、Here is the menu.给你菜谱。93、The service guide is on the desk.服务指南在桌面上。94、The swimmcing pool is over there .游泳池在那边。95、Go ahead ，please.请接着讲。96、The line is busy .线路正忙。97、You look grest .你看上去真棒。98、Please consult the song list .请翻阅点歌单。99、Its a very touching story.这是一个非常感人的故事。100、Without music，the world would be dull.如果没有音乐，这世界将会变得很沉闷。Id 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。（编辑：） 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 todaymanagement 经营、管理 market price 市价 cashiers desk 兑换处 coin 硬币 accounting desk 帐务处 check-out time 退房时间 voucher 证件 price list 价目表 check, cheque 支票 sign (动)签字 interest 利息 form 表格 reservation 预订 reception desk 接待处tip 小费reservation desk 预订处 luggage office 行李房per thousand 千分之 spare (形)多余的postpone (动)延期 cancel (动)取消travelers cheque 旅行支票pay (动)付款fill (动)填写administration 管理、经营note 纸币registration desk 入宿登记处lobby 前厅 luggage rack 行李架visit card 名片identification card 身份证rate of exchange 兑换率conversion rate 换算率charge (动)收费 bill 帐单change money 换钱procedure 手续、程序information desk 问询处luggage label 行李标签overbooking 超额订房 per cent 百分之 reasonable (形)合理的cash (动)兑换keep (动)保留、保存 bank draft 汇票accept (动)接受procedure fee 手续费fill in the form 填表 电讯服务operator 电话员house phone 内部电话special line 专线dial a number 拨号码 hold the line 别挂电话cant put somebody through 接不通ordinary telegram 普通电话receiver 听筒city phone 城市电话telephone number 电话号码replace the phone 挂上电话Line, please. 请接外线 The line is busy(engaged) 占线send a telegram(cable) 发电报long distance 长途电话telephone directory 电话簿call somebody up 打电话给某人 cant hear somebody 听不见cant get through 打不通 inland telegram 国内电报ordinary mail 平信switchboard 交换台central exchange 电话总局The connection is bad. 听不清express telegram 加快电报 special dispatch 专电 registered fee 挂号邮资postcard 明信片 客房设备、用品escalator 自动楼梯bookshelf 书架ground floor (英)底，层，一楼 cabinet 橱柜switch 开关Venetian blind 百叶窗帘 curtain 窗帘