旅发会礼仪人员培训资料—英语资料.doc

常用接待英语主讲：李蒙I. PART ONE: GREETINGSUseful ExpressionsGreetings ResponsesGood morning/afternoon/eveningGood morning/afternoon/evening.How are you (getting on)? Fine, thanks. And you?How are things with you? Oh, not (too) bad. And you?Hows life/everything with you? Quite well, thank you. Very well, thanks.Hows it going, then? Just fine. Just so so.Not very well.Notes:1. Good morning.早晨好，早安（中午12点前用）。回答时用同样的话。Good afternoon.下午好。（下午5点前用）。回答时用同样的话。Good evening. 晚上好。（下午5点后用）。回答时用同样的话。2sir 先生。对不知姓名的单个男宾客的称呼。对不知姓名的单个女宾客称呼madam(夫人，女士，小姐)，放在句末。 如：Good morning, sir. Good afternoon, madam. Yes, sir. Yes, madam. madam 既可用于已婚妇女，亦可用于未婚女子。 注意：当有数位男宾客时应称呼gentlemen, 不可称sirs当有数位女宾客时应称呼ladies, 不可称madams.3对于了解姓氏的客人应称呼其姓氏。西方人认为A guests name is music to his ears.在异国他乡听到有人称呼自己的姓名倍感亲切。Mr先生，冠于男子之姓（或姓名）之前的称呼。 如：Mr (Henry) Green（亨利。）格林先生。亦可冠于职务之前。 如：Mr President总统先生。 Mrs夫人，太太。冠于已婚女子之姓（或姓名）之前的称呼。 Miss小姐。冠于未婚女子之姓（或姓名）之前的称呼。 Ms女士。冠于不明婚姻状况的女子之姓（或姓名）之前的称呼。 Mr, Mrs, Miss, Ms均不可冠于名字之前。如：Mr David, Mrs Kath, Miss Jane, Ms M均为易犯的错误。II. PART TWO: INTRODUCTIONUseful Expressions1. Introducing people-Allow me to introduce to you.-May I introduce to you?-Let me introduce to you.-Id like you to meet2. When being introduced-How do you do, Mr-(Im) glad to know you, Mr-(Im) very glad to meet you.-(Im) pleased to meet you.-(Its) nice to meet you.-Its a pleasure to meet you.3. Self-introduction-May I introduce myself? Im-Let me introduce myself. Im-Hi. My name is-How do you do? My name isNotes: introduction 介绍。西方人在介绍人们互相认识时通常是：把一般的人介绍给你所尊重的人（通常老人和妇女是受尊重的）。因此应遵循下列原则： a.将男子介绍给女子； b.同性别时，将年龄较轻的介绍给年龄较大的，将一般的人介绍给重要的人； c.将未婚女子介绍给已婚女子； d.将儿童介绍给成年人。III. PART THREE: PARTINGUseful Expressions1. Goodbye (Bye-bye). 再见2. Good night. 晚安。3. See you (later, tomorrow etc.) 回头见 （再见，明天见等）4. So long. 再见。5. All the best! 万事如意！6. Good luck! 祝您顺利，一路平安！7. Take care! 保重！8. Have a nice trip. 一路顺风。9. We hope to see you again. 希望能和您再相逢。10. We are looking forward to another chance to serve you. 期望再有机会为您服务。IV. PART FOUR: THANKS AND RESPONSESUseful Expressions1. When a guest thanks you-You are (most) welcome. 不用客气；不用谢。（美国用法）-Thats all right. （英国用法）-Glad to be of service. 很高兴能为您效劳。 （英国用法）-My pleasure. (With pleasure. Its a pleasure.) 很高兴为您服务。（英国用法）2. When a guest offers you something-No, thank you. Youre very kind.-Its very kind of you .But no, thank you all the same.3. When you thanks others-Thanks (a lot).-Thank you (very much, ever so much).-Thank you for your-Im very grateful to you.V. PART FIVE: APOLOGIESUseful ExpressionsExpressions ResponsesIm sorry. Thats all right./Not at all.Excuse me. Sure./Certainly.Pardon me. Thats all right.VI. PART SIX: ASKING THE WAYBasic expressions for giving directionsB is next to A. A is next to B. A B B is between A and C. A B C D is on top of E. D E is under D. E Behind（在。后）- in front of（在。前）over here（在这里）- over there（在那里）above（在。上）-below（在。下）Useful Expressions1. Can you tell me the way to the Banquet Hall, please? 能告诉我去宴会厅的路吗？The bellman will show you the way. 侍者会为你指路。2. Could you direct us to the Coffee Shop? 你能带我们去咖啡厅吗？Yes, Ill show you the way myself. 是的，我会亲自带你们去。3. We are looking for the 我们正在找。Its on the 2nd floor beside the 它在2楼挨着。4. Is this the right way for the flower shop? 这是去花店的路吗？Yes, it is. Along the corridor, past the bar. You will find it on the right. 是的，沿着这条走廊，路过酒吧，就在你的右手边了。5. Im looking for Conference Room No.2. 我在找2号会议室。Its facing the open lounge. Along to your right, past the elevators and up the stairs. 它正对着休息室。靠右走，路过电梯并上楼。6. Am I going the right way for the health club? 我想去知道去健身俱乐部的路？Along the corridor to your right. Turn left, go down the stairs, and out into the yard. 沿着你右边的走廊走，左转，下楼，再走出这个院子。7. Shall I draw you a map? 我为你画个地图吧？ 8. I think it is better to take a taxi, sir. 先生，我认为这比坐出租车好。9. Shall I write down the directions for the taxi driver? 我把路线画给出租车司机，好吗？10. When you return to your hotel, please show this hotel card to the taxi driver. 当你想回酒店的时候，就把这张酒店卡给司机看。VII. PART SEVEN: ASKING TIME AND DATESUseful Expressions A. Asking and giving timea. 05:10 -Could you tell me the time, please? 你能告诉我现在几点了吗？ -Certainly. Its ten past five. 好的，五点十分。b. 05:30 -Whats the time? 几点了？ -Its half past five. 五点半。c. 09:25 -Do you have the time? 你有时间吗？ -Surely. Its nine twenty-five. 当然，九点二十五。d. 11:00 -Have you got the time, please? 你有时间吗？ -Its 11 oclock. 十一点。e. 07:20 -You know the time? 你知道时间吗？-Its twenty past seven. 七点二十。f. 01:30 -Whats the time by your watch? 你的手表几点了？ -Its half past one. 一点半。g. 08:15 -Time? 几点？ -Its a quarter past eight. 八点十五。h. 11:07 -What time is it, please? 请问几点了？ -Seven minutes past eleven. 十一点七分。 B. Asking date （问日期） a. When for? b. For which date, please? c. Which date would that be?VIII. PART EIGHT: MAKING A CALL1. Hello! May I speak to ? 喂，请找一下2. This is speaking. 我就是3. Who is calling/ speaking, please? 请问您是哪一位？4. Hello, isin? 喂，请问在吗？5. is out. May I take a message? 不在，需要留话吗？6. I hope I didnt wake you up. 没把你吵醒吧？7. Sorry to have waked you up. 抱歉把你吵醒了。8. I am sorry to have called you this early. 对不起这么早打扰你。9. Theres a call for you. 有你的电话。10. Its for you. 你的电话。11. is on another line. 正在与别人通话。12. Hold the line, please. 请先别挂。13. Sorry to have kept you waiting. 不好意思，让您久等了。14. Are you still here? 你还在吗？15. Please tell him that I called. 请告诉他我来过电话。16. Will you tell her to call me back? 看到她让她给我打过来好吗？17. Can I reach you at this number? 打这个号码能找到你吗？18. Dont forget to call me. 别忘了给我打电话。19. Call me later, wont you? 打电话给我，好吗？20. Ill call you. 我会打给你的。21. Give me a call tomorrow. 明天打电话给我。22. Call me anytime. 什么时候打给我都行。23. Ill call you soon. 我会很快打给你的。24. The line is busy. 电话占线。25. Louder please, I cant hear you. 请大声点，我听不清楚。26. Ill hang up now. 我挂电话了。27. Im sorry I wasnt in when you called. 很抱歉你打电话时我不在。28. I didnt recognize your voice. 我没听出你的声音。29. Just a moment, please. 请稍等。30. I call you several times, but there was no answer. 我打了几次电话，但总没人接。IX. PART NINE: SOME USEFUL SENTENCES OF RECEPTION1.-How do you do? 你好！ -How do you do. 你好！2.-How are you? 你好吗？ -Fine, thank you. And you? 我很好。你呢？ -Im fine, too. 我也很好。3.-Nice to meet you. 很高兴见到你。 -Nice to meet you, too. 我也一样。4. Welcome to China /Sichuan /Yibin. 欢迎您到中国/四川/宜宾来。5. I hope youll enjoy your stay here. 希望您在这儿过得愉快。6. -Thank you. /Thanks. /Thanks a lot. 谢谢。-Not at all. /Youre welcome. /Its my pleasure. 不客气。7.-Im sorry to bother /disturb you. 很抱歉打扰您了。 -Thats all right./Not at all./ It doesnt matter. /Never mind. 没关系。/不必介意。8. May I introduce myself? Im 请允许我自我介绍一下, 我叫9. Allow me to introduce to you. /Let me introduce to you. 请允许我把介绍给您。10. May /Can I help you? 我能为您作些什么吗？ What can I do for you? Is there anything I can do for you?11. Please mind your head. 小心碰头。12. Please mind your step. 小心路滑。13. Ill show you to the Front Desk. 我带您去前台。14. This way, please. 请这边走。15. Sorry, the power is off. 对不起，停电了。16. Just a moment /minute, please. 请稍等。One moment /minute, please.17. Thank you for waiting. 谢谢你的等待。18. May I have your name /address/ phone number, please? 请问您的名字/地址/电话号码？19. How do you spell that, please? 请问怎么拼写？20. The total cost would be 总价是21. Theres a 10% reduction. 打九折。22. Our hotel is a 4-star hotel. 我们的酒店是四星级的。23. You pay the rate of a 4-star hotel but get 5-star service. 您只需花四星级酒店标准的钱，就能享受五星级的服务，24. May I see your ID card? 我能看看你的身份证吗？25. Could you fill out the form, please? 请填写一下这张表格。26. Could you sign your name here, please? 请在这儿签名。Sign here, please.27. -How would you like to pay? 请问您怎样付款？-Pay in cash. /By credit card. 付现金。/信用卡付帐。28. Heres your receipt. 这是您的发票。29. Heres your room card /key. Your room is 508 on the 5th floor. Just a moment please, a bellman /porter will show you to your room. I hope you will enjoy your stay.这是您的房卡/钥匙。您的房间是五楼的508号房。请稍等，门童会带您去您的房间。希望您住店愉快！30. Could you please show me your room card? 请出示您的房卡。31. May I show you to your room? 我带您到房间，好吗？32. After you, please. 您先请。33. Im very glad to be of service to you. 很高兴为您服务。34. Im at your service. 随时为您服务。35. Ill do it for you now. 您的事我马上就办。36. Its my duty. 这是我该做的。37. If we have any shortcomings, please point. 照顾不周的地方，请多多指教。38. Sorry to have kept you waiting. 对不起让您久等了。39. Im sorry, its my fault. 对不起，这是我的错。40. Please excuse me for coming too late. 请原谅我来晚了。41. Im sorry I was so careless. 对不起我太大意了。42. Please follow me. 请跟我来。43. -May I come in? 我能进来吗？-Come in, please. 请进。44. Go straight. / Keep going. 往前直走。45. Please go down to the lobby here. 请从这儿下去到大厅。46. Turn left at the first corner. 在第一个路口左转。47. Its very kind of you, sir. But we dont accept tips. Thank you all the same.先生，您太客气了，但我们不收小费。同样要谢谢您。48. May I help you with your luggage? 我帮您提行李好吗？49. I can manage it. Thank you. 我自己能行，谢谢。50. Im afraid you can not smoke in this room. 这间房里不能抽烟。51. We hope to see you again. 希望我们能再见。L52. Are you ready to order now? 可以为您点菜了吗？53. Will this table be all right? 坐这儿好吗？54. Would you mind sitting by the window? 坐靠窗的位置好吗？55. Ill bring you the menu. 我给您拿菜单。56. Im sorry that table is already reserved. 抱歉那张桌子已经预定了。57. Would you like something to drink? 想喝点什么饮料？58. Todays special is_ (Beijing roast duck) 今天的特色菜是（北京烤鸭）59. Weve got a set menu. 我们提供套餐。60. The _（Beggars chicken）is very delicious. （叫化鸡）非常美味。61. Im sorry, there isnt any left. 对不起，你要的菜没有了。62. Im sorry, Ill give you another one. 对不起，另上一份。63. Ill be right with you. 我马上就来。64. Its prepared in front of you.这个菜是当您的面做的。65. We are open 24 hours.我们通宵营业。66. The business hours are from until营业时间从到67. What size do you want? 您要多大尺寸的？68. What material do you want? 您想要什么材料的？69. Its the latest fashion. 这是最新的款式。70. We are out of them today. 这货今天没有了。71. They are 20 yuan each. 每个20元。72. We have many handcrafts with Chinese type, cloisonn vases, Chinese traditional paintings. Are these all right? 我们有许多有中国特色的手工艺品：景泰蓝花瓶，中国画。这些好吗？73. Welcome to our music teahouse. 欢迎您来音乐茶座。74. Is this seat be all right? 坐这儿好吗？75. We have many kinds of soft drinks, cakes and snakes. 我们供应各种软饮料，糕点和小吃。76. Enjoy your tea, sir. 先生，请用茶。77. Its well worth the money. 物有所值。78. How is this? 这个怎么样？79. Have some teas (coffee), please. 请用茶（咖啡）80. Is there anything else? /Anything else? 还有别的什么事吗？81. Thanks for your kindness. 谢谢您的好意。82. Im extremely sorry to hear that.我很遗憾听到这些。83. Which would you prefer? 你喜欢哪一个？84. Pardon me, sir.先生，请原谅。85. Thank you for advice. 谢谢您的提醒。86. I do apologize. 我很抱歉。87. Its my pleasure to have you.能够和您在一起我感到很愉快。88. Please come this way. 请这边走。89. Its very kind of you to say so. 十分感谢您这样说。90. May I ask where you are from? 请问你从哪儿来？91. Do you need a wake-up call in the morning? 您早晨要电话叫醒吗？92. What kind of tea would you like? Green tea or black tea? 您要什么茶？绿茶还是红茶？93. Ladies and gentlemen: it is a great pleasure to have you all here. 女士们先生们：很高兴大家的光临。94. Id like to extend a warm welcome to you on behalf of our municipal government. 我谨代表市政府对各位的到来表示热烈欢迎。95. I want to take this opportunity to express our thanks for the kind support and close cooperation to our friends. 我想借此机会对朋友们的热心支持和互相协作表示感谢。96. Now let me propose a toast. 现在我提议大家干杯！97. To your kind help! 为你们的真诚相助干杯！98. To the health of all! 为我们在座各位的健康干杯！99. Cheers! 干杯！100. Im afraid I must be going now. 我想我必须走了。101. Im so happy you enjoyed it. 我很高兴你喜欢。102. Ive got to leave now. 我不得不走了。103. Please accept my best wishes and sincerest wishes. 请接受我最美好，最诚挚的祝愿！104. Long time no see. 好久不见。105. Did you have a nice trip? 您这一路还顺利吧？106. Thank you for reminding me. 谢谢你提醒我。107. Warm regards and best wishes. 致以亲切的问候及良好的祝愿。108. Wish you good health and happiness. 祝你身体健康，幸福快乐。109. If theres anything further that I can do for you, please dont hesitate to ask. 如果还有什么事我可以为您做，请不要客气的提出来。110. How time flies! 时间过得真快！111. Its so thoughtful of you to give me such valuable advice. 你给我提出了如此宝贵的建议，考虑的真是太周到了。112. If there is anything else I can do for you, just tell me. 如果有其他需要我做的，请告诉我。113. Lovely weather, isnt it? 天气不错，是不是？114. I hope youll have a wonderful time here. 希望您在这儿度过一段美好的时光。115. Its a pity that you are leaving so soon. 您这么快就要走了，真遗憾阿！116. Were sorry that you couldnt stay longer. 真遗憾您不能多呆几天。117. I just come to let you know that all the arrangements have been made. Is there anything I can do for you before you depart? 我来告诉您一切准备就绪。您启程之前，需要我帮忙做什么吗？118. Dont worry about it. 请别担心。119. In China there are eight major cuisines, among them Sichuan food, Beijing food, and Guangdong (Canton) food are the most famous. 中国有八大菜系，其中川菜，京菜，粤菜是最有名的。120. Sichuan food is spicy and hot, Canton food is crisp and light, Beijing food is heavy and spicy, and Shanghai food is oily and sweet. 四川菜麻辣浓香，广东菜香脆清淡，北京菜味重麻辣，上海菜油多味甜。121. Heres the shrimp with eggs, please help yourself. 这是芙蓉虾仁，请品尝。122. Chinese food is the most delicious in the world. 中餐是世界上最佳的美味。123. Sichuan food features a wide range of ingredients, and most of them are farm-fresh vegetables. Chili broad-bean sauce and pepper have always been the main ingredients. 四川菜选材广泛，大多是新鲜蔬菜，素以豆瓣酱和辣椒为主要原料。124. Do you wish to order your salad now or later? 甜食您是现在吃呢还是待会儿？125. What kind of dressing would you like on your salad? 您点的色拉加些什么调料？126. How do you want your steak served? 牛排要什么火候的？127. Would you like it rare? 您喜欢做的生一点吗？128. Storehouse of Heaven 天府之国129. It is easy to climb to heaven than take the Sichuan Road. 蜀道难难于上青天。130. Lets stay here for a while and enjoy the sight here. 我们在这里多待一会儿，欣赏一下这里的风景吧。131. Banboo Sea is the most famous summer resort in Yibin for its beautiful landscape and pleasant climate. 竹海是宜宾最著名的避暑胜地，这里风景优美，气候宜人。132. It will do us a lot of good to go on a hiking.徒步旅行可让我们受益匪浅。133. The air is so fresh, not like the downtown smog-filled air. 这儿的空气清新，哪像市区里混合着烟雾的空气。134. There are various kinds of ancient old trees and enchanting flowers. And the birds are singing merrily. 这儿有各种古树和醉人的花香，鸟儿在欢快的歌唱。135. Do you like this type of tea? 您喜欢这种茶叶吗？136. Its very popular here. 这种东西在我们这里非常流行。137. Please try it on. 请试穿一下。138. Here you are. 给您。139. They are very good for the price. 就价钱来讲，这些货可以说是物有所值。140. Ill choose the best one for you. 我来给您挑一个最好的。141. You have good taste indeed. 您真有眼力。142. Please handle them with care. 请小心轻放。143. Watch your steps. 您走好。144. Thank you for shopping in our store. Please come again. 感谢光临，请下次再来。145. Our car is waiting outside. Lets go. 我们的车早已等在外面了。我们走吧。146. Would you like to hear about the schedule we have arranged for you? 想听一听我们给您安排的日程表吗？147. May I lead the way? This way please. 让我带路，请这边走。148. Hot water is available 24hours a day. 热水是全天24小时供应。149. Your room faces Minjiang River and you can have a good view of the city. 您的房间面朝岷江，俯瞰全城。150. Now here we are. 我们到了。151. Mr.,I have ordered some Chinese food. I think it will be special for you .I hope you will like it. 先生，我订的是中国菜，我觉得对您来说这也许特别一些。希望你会喜欢。152. Chinese food is well known to the world. Chinese dishes are colorful, fragrant, delicious, and presentable. 中国菜闻名全世界。中国菜色，香，味俱全。153. Id like to propose a toast to your health. 我提议为您的健康干杯。154. Im sure everything you see in China will impress you deeply. 我相信中国的一切会给您留下难忘的印象。155. These are all complimentary samples. You may choose any one of them. 这些都是赠送的样品，请随便挑选。156. Would you like to write any remarks here? And sign your name? 您愿意在我们这里签名留言吗？157. Im so glad that youve had a good time. 你玩的痛快，我很高兴。158. Do not leave your luggage unattended. 照顾好自己的行李。159. Parting is such sweet sorrow. 分别是甜蜜的忧伤。165. Ill make the decision. 由我来定。166. I hope you enjoyed your stay here. 希望您在这儿过得愉快。（分手时的客套话）167. I enjoyed meeting you. / It was nice seeing you. 见到你太好了。（分手时的客套话）168 Im extremely sorry to hear that. 这是在处理客人投诉时常用的句型。不管投诉是否有理，首先应向客人致歉，以使客人息怒。169. Ill see to it right away. (这也是在接受客人投诉时常用的句型) 我立刻处理。170. We will deliver your baggage to your room soon. 我们很快把行李送到您的客房。171. Do you have any valuable or breakable items in your bag? 您的包里有贵重物品或易碎品吗？172. Could you take this camera with you? 您能拿着这个相机吗？173. How do you like China /Sichuan /Yibin?