客房服务用语

1、客房服务用语1.GUILDINGTHE GUESTS TO THEIR ROOMS（楼层迎客引路）（*笑*脸*相*迎*热*情*问*好*问*清*房*号*殷*勤*服*务*）1) How do you do ?Welcome to the 18th floor 。您好，欢迎光临 18 楼。2) How are you, Mr White?I m glad to see you again。 您好，怀特先生。很高兴再见到您。3) Good morning , sir 。早上好，先生。4) Good afternoon ,madam 。下午好，先生。5) Good evening ,ladies and

2、 gentlemen。 晚上好，女士们，先生们。6）Happy New Year, Miss White 。 新年快乐，怀特小姐。7）Merry Christmas, Mrs White。 圣诞快乐，怀特女士。8) Bless You!( if a guest sneezes )赐福与你！ (如果客人打喷嚏时 )Don?t forget to put a smile on the face. 不要忘记常将笑容挂在脸上。9) I?m the floor attendant。Would you please show me your room card, sir? 我是楼层服务员。您可以出示一下您

3、的房卡吗？10) Your room number is 2828.Let me open the door you , Mrs White. 您的房号时“ 2828”。让我为您开门，怀特女士。11) May I have your room key , please?I?ll show you to your room ,Mr& Mrs White? 可以给我您的房间钥匙吗？ 我将打开您的房间，怀特先生或女士。12) This way ,please。(Wouldyou please step this way ,sir? )请这边走。(先生你可以从这边走吗？)13) May I help

4、you with your bag , madam ?我可以帮助拎包吗，女士？14) May I hang your coat in the closet ,sir ? 我可以把您的外套挂在衣架上吗？15) Here?s our hotel?s “ SERVICE DIRECTORY 。It will give you an idea about our services and facilities 。这是饭店的“服务指南”。它将告诉你有关服务与设施方面的情况。16) My name is Li Ming。Just let me know if there?s anything I can

5、do foryou 。我叫黎明。如果这儿有事我可以帮助你们。17) Here?s your room key , Mr &MrsWhite 。I hope you have a pleasant stay in our 这是您房间的钥匙，怀特女士或先生。hotel。祝您在酒店住得愉快。18) If you need anything else, please dial7”。如果您有事，请打电话“ 7”。Remember：*A GUEST?E NAME IS MUSIC IN HISEARE 。请记住：2.ASKING TO CLEANTHE ROOMS （客房清扫 ）2)3)1) Housek

6、eeping, May 服务员，我可以进来吗？ I?m sorry to distub May I clean your room now, madam? 很抱歉打扰您了，先生。 我现在可以为您打扫房间吗，夫人？Shall I clean your room now or later? 现在为您打扫房间还是过一会？I come in ?you , sir 。4)5)6)Shall I come back later, madam ? 我过一会再来好吗，夫人？What time would be convenient, sir? 您什么时候方便，先生？May I come between 6:0

7、0 and 7:30 p.m. ? 我可以在早上 6：00 到晚上 7：00 之间来吗？7)8)Your room will be ready in half an hour, madam . 您的房间将在半小时内准备好，夫人。May I come through, please?我可以过去吗，夫人？9)Certainly, madam.We will clean your room immediately. 当然可以，夫人。 我们立即将您的房间打扫好。10) I?m sorry , sir.The occupancy is very Would you wait another 对不起，先生

8、。 住客率实在是太高了。 请您等大约 30 分钟好吗？high.30 minutes, please?*Words which open all*Please * *Thankdoors:You * *Excuse me * *I?m sorry* *Pardon*3. Turn down Service (夜床服务 )1) Turn down service. May I come in? 做夜床，我可以进来吗？2) Good evening, madam & sir .May I do the turn down service for you now? 晚上好，女士或先生。我现在可以为您

9、做夜床吗？3) Would you like me to make your bed now? 您愿意我现在为您整理一下床吗？4) May I make beds now or later ? 我可以现在整理床还是过一会？5) It?s growing dark.May I turn on the lights for you ? 天黑了，我可以为您把灯打开吗？6) Would you like me to draw the curtains for you ?7) It?s my pleasure. 这是我应该做的。8) I?m always at your service. 我始终为您服务

10、。9) Is there anything else I can do for you ? 还有什么事我能为您做的吗？10) Good bye, sir & madam. Have a pleasant evening . 晚安，夫人和先生，祝晚上愉快。*What would you say if a guest thanks you ? *My pleasure*Glad to be of your service.* *You are most welcome. * 如果客人谢谢你时你应该怎样回答？* 这是我应该做的 * 很高兴为您服务 * 您太客气了 *4. How To Deal Wi

11、th All Kinds Of Guests (待客应对技巧 )1) When the guests are satisfied with the service, say: I?m glad you are satisfied.I hope you enjoy your stay. 当客人对你的服务表示满意时应说： 我很高兴您能满意。 希望您在这儿住得愉快。sorry you are dissatisfied. see to it right away. report it to our manager. tell the supervisor about it.2) When the gu

12、ests are not satisfied, say: I?mI?ll or: I?llI?ll 当客人不满意时应说： 我对您的不满意感到很抱歉。 我马上再去看一看。或： 我将向我们的经理汇报。 我将这些事告诉给主管。3) If you can?t catch what the guests said, say: I beg your pardon?Or: I?m sorry I didn?t catch what you said. Would you please say it again? 如果你听不懂客人讲的话应说： 请重复一遍好吗？ 或：对不起我听不懂您所说的。请您再说一遍好吗？5

13、. When guests ask for something you can provide, say: *certa inly, sir.Yes, madam.Immediately.*Just a mome nt , pl ease.I?ll get you one right away. * l?m sorry to have kept you waiting. * Here you are , madam .* Anything else I can do for you ?*当客人问一些你所能解决的问题时一股脑回答：*当然可以，先生*好的，夫人。*马上就来。*请稍等一下，我马上就拿

14、来给你。*很抱歉让您久等了。*给您，夫人。*还有什么事我能为您做些吗？*When guests ask something you can?t provide, say: I?m sorry , sir.We have run out of .I?mafraid wedo nothaveany more.I?mnot reallysure , sir.Butl?lltry and seeif I can get you当客人提出的一些要求你不能满足时应怎么回答：对不起，先生。我们已经没有了。我们可能没更多的了。我不能肯定，但我将试试看是否可以给您。6. Common Requests Made

15、 By The Guests ( 客人常提要求 )1) Could you bring some fresh hot water?Certainly, please wait a moment, I?ll send to your room right away. 请给我一些热水好吗？ 当然可以，请稍等一下，我马上送到您的房间。2) I?d like to use my hairdryer but it?s 110 volts. Do you have transformer I could use ?a) Yes, we do, madam. Just mome nt , pl ease,

16、l?ll get you one immediately.b) Yes, we do, madam. But l?m afraid another guest is using it now.We can lend you a hairdryer instead. 我想用一下电吹风但这是 110 伏的，你有变压器可以给我使用一下吗？好的，夫人。我立刻就去拿一个给您。好的，夫人。但是我想另一个客人正在使用它。我们可以借一个标准的电吹风给您。3) l?ll like you to bring me two cups of tea, please.Yes, sir/ madam, just a mo

17、me nt p lease , I?ll bring you immediately. 请给我两杯茶。好的，先生/夫人。请稍等一会，我立刻就给您送来。4) I?d like you to replace the tea cups.Yes, sir/madam, I?ll do it right now . 我想换一下茶具。好的，先生/夫人。我马上就换。5) Could you bring me some more towels? These ones are too damp. Certainly, sir/madam. I?ll send some dry right away.你能够给我换

18、一些毛巾吗？它们有些潮。当然可以，先生/夫人。我马上送些干净的给您。6) I?ll like to change the pillow cases. These are too dirty. I?m sorry ,sir/madam.I?ll change the clean pillow cases for you right away. 请给我将枕套换一下，它们太脏了。非常抱歉，先生 /夫人。 我马上给您换干净的枕套。7) Could you get me today?s newspaper? Yes,sir/madam. I?ll get you one immediately.你能给我

19、当天的报纸吗？ 是，先生 /夫人。我马上给您送去。8) Could you bring me some another blanket? I felt a bit cold last night. I?m sorry to hear that . I?ll send to your room right away. 你能给我一些毛毯吗？我昨天感到有些冷。我很抱歉听到这个。我马上(将毛毯)送到您的房间。Thesoapinthetoiletisusedup.one?I?msorrysir.I?llsendtoyourroom9)right away.卫生间的香皂用完了，你能给我一块新的吗？对不起，

20、先生。我马上就给您送去。Could you please give me a new10) Doyouhavelargerslippers? Theones I have in myroomaretoosmallforme.I?mn otreallysure, sir.But l?lltryand see if I cangetyouap air oflargerones. .你有大一号的拖鞋吗？我房内那一双太小了。我不能肯定，先生。我将试着找找看，如果有的话我就给您送去。11) Ineed a couple more of hangers.1?11 fetch you some right

21、away. Is four eno ugh? 我需要一些衣架挂衣服。我马上拿一些给您，四个够了吗？12) We?d like to have breakfast in our room.a) Youmayhang thedoorknob menu outsidethe doorbeforeyou go to bed tonight. Please mark down the time.b) Ourhotelhas verygoodroom service. Youcan dial2. 我们想在房间内用早餐。 a)在你们睡觉之前，你们可以将早餐卡挂在房门外的门把手上。请注明时间。b)我们酒店的房

22、内用膳服务是很不错的。详细情况您可以拨打“ 2”。13) What?s the time of the health club? It?s from 7:00 am for 11:00 pm. You may dial 12 for details. 健身房营业多长时间？从早上 7：00 至晚上 11： 00 。您可以拨打“ 12”。14) By the way, do you know where I can have my shoes shined?Yes, sir. Our hotelp rovidefree shoe shining service for the guests.Ple

23、ase place your shoes outside the door before you go to bed. And the shoes will be shined and return to your doorstep early the next morning.顺便问一下，你知道我能够在哪里擦皮鞋？好的，先生。我们酒店就为客人提供这种服务。在您睡觉之前您可以将鞋放在门外，么第二天早上鞋子就会擦好放在门边。15) IIfwant my overcoat to be laundered.you have some laundry to be washed, just leave

24、them in the laundry bag , the laundry bag is in the drawer.我有一些衣服要洗。洗衣袋在抽屉里面。如果您有衣服要洗，在您出去之前请将衣服放入洗衣袋内，16) I?m not sure whether I could get up early tomorrow morning.Would you like a wake up call sir/madam? 我不能肯定，我明天是否能睡醒。您可以做一个叫醒服务。7. Dealing With Complaints From The Guests. (应对客人的抱怨 )1) Our room i

25、sn?t ready for us . I?m terribly sorry, madam.The maid should have seen to it this morning.I?ll have them sent to your room right away. 我们房间还没打扫好 我们非常抱歉，夫人。2) Canyou dosomethingabouttheshower inmy room? It ,s onlyrunning cold water.I?msorry , sir.I?ll reportit tothemaintenance. 你能不能来看一下淋浴器？它只有冷水。对不起

26、，先生，我们马上安排维修。doesn?t have color.3) The color TV in my room I?m sorry to hear that , sir .for you right away.I?ll send someone to fix it我房内的电视机没有颜色。非常抱歉，我立刻派人去维修。toilet. It doesn?t flush.and have a look at the toilet?sir, the flush isn?t4) I have a problem with myworking. I?ll send someone to repair

27、it for you. 我的恭桶坏了，不能抽水。我可不可以来看一下？May I come in先生，恭桶抽水坏了。我马上派人来修理。5) I can?t fullasleep because the tap is dripping.I?m sorry to hear that ,sir /madam. I will send some one to fix right away.我不能睡觉，因为水笼头整夜在滴水。非常抱歉，我立刻派人去维修。6) There is no water in closet.I?m sorry sir/madam. I will have some one torep

28、 air it. 水箱没有水了。非常抱歉，我立刻派人去维修。7) The light bulb in my bedside lamp doesn?t work.Just a mome nt, pl ease. I will get you immediately. 床头灯坏了。很抱歉，我马上就来。8) I can?t regulate the air conditioner. The control knob of the air conditioner is broken.I?m sorry sir. I willsend some one to rep air it immediately

29、. 空调的控制器坏了，我不能调节。非常抱歉，我立刻派人去维修。9) The color TV in my room has no sound.May I come in and have a look? I?m sorry sir/madam. I will send someone to fix it right away.电视机没有声音。我可不可以来看一下？对不起，我马上派人来维修。10) There is no warm air coming out from the air conditioner.I?m sorry to hear that sir .I?ll send some o

30、ne to rep air itp lease wait a moment.我的空调为什么没有暖风？对不起，我马上派人来维修，请稍等。11) The refrigerator-mini-bar in my room makes strange noise.May I come in and have a look at it? I?ll call in Engin eeri ng Department for you.我的冰箱有奇怪的声音。我可不可以来看一下，我马上和工程部联系。12) The toilet is overflowing.I?m sorry sir, just a mome n

31、t pl ease ？ll have some one to rep airit.恭桶在漫水。对不起，我马上派人来维修。8. 7 ”ifs ”. (7个假如 )1)Ifa guest iswanderingalongthecorridor,say: Excuse me, sir . May I help you?2)Ifa guest asks you toopenthedoor,say: May I have a look at your room card ,please?a) Whenthe questhasroom card,say: Thankyou, sir.This way, p

32、lease.b) When the quest has no room card with him, say: just a moment, please.(connect with the front office to make sure ) I?m sorry to have kept you waiting , sir.(open the door for the guest)1) 如果有一个客人在走廊溜达。 对不起，我可以帮助您吗？2) 如果一位客人要开门。可不可以看一下您的房卡？a) 客人有房卡。谢谢！这边请。b) 客人没有房卡。 请稍等(与前台联系，请前台确认。)对比起，让您久等

33、了。(帮客人开门)3) If the smoke detector is flashing.Say: I?m sorry to disturb you, sir.You smoke detector is flashing.Is there anything burning in your room? May I check your room, sir? Thank you very much , sir.I?m sorry to have disturbed you. 如果烟感器的灯亮了。打扰您了， 您的烟感器的灯亮了， 是不是有什么东西烧着了， 可不可以查一下房 打扰了，谢谢您。Say:

34、 (smiling) Goodmorning ,sir.Goodevening,sir.Goodafternoon,sir.Gladtomeetyou.Nicetosee you again.Didyouhavea niceHowareyoutoday?4) If you meet a guest along the corridor.trip?如果在走道遇见客人。 说： 早上好。晚上好。中午好。很高兴遇到您。 很高兴再次遇到您。旅途愉快吗？今天过得好吗？5) If a guest is complaining his next door. Say: I?ll see to it right away. 如果客人抱怨邻居太吵。