礼宾部英文培训教材

1、礼宾部常用词汇礼宾部 Concierge ：,k ? nsi' ? ? ? 门童 Doorman行李生 Bellman司机 Driver导游 Tour guide ： tu ? ：gaid行李 Luggage行 李 牌 Luggage tag ： 'l ? gid ? t ? g行李车 Trolley 'tr ? li行李房 Store Room st ? : 行李架 Luggage rack ： r ? k 行李寄存 Keep luggage 雨伞 Umbrella ： ? m'brel ? 贵重物品 Valuables ：'v ? lju ? bl

2、自 助 早 餐 Buffet breakfast ： 'b ? fit洗手间 Toilet / WC火车站 Railway station ：'reilwei超市 Super market五星级酒店 Five-star hotel电梯 Elevator / Lift 'eliveit ? 机场 Airport商场 Shopping center小费 Tip接机服务 Pick-up service叫早服务 Morning call 叫醒服务 Wake up service 易 碎 物 品 Fragile objects 'fr ? d? il往前直走 Straig

3、ht on ： streit 前 厅 部 Front office departmedi'p a :tm? nt前台 Front desk总机 Service center商务中心 Business center ：'biznis 票务服务 Ticket service西 餐 厅 Western restaurant'rest ? r? nt中餐厅 Chinese restaurant大堂吧 Lobby bar医务室 Clinic Room： 'klinik桑拿 Sauna 'saun ? 按摩 Massage ： m? 's a:? 会议室 M

4、eeting room停车场 Parking lot总 经 理 General managerGM'd ? en? r? l总监 Director ： di'rekt ? 经理 Manager大堂副理 Assistant managerAM 主管 Supervisor ： ,sju:p ? 'vaiz ? 领班 Captain ：'k ? ptin宾客服务 Guest serviceGS前 台 接 待 Receptionistri'sep ? ? nist楼层服务 Housekeeping维修人员 Repairman换钱 Change money明信片

5、Postcard洗衣 Laundry service： 'l ? :ndri小心轻放 Handle with Care请勿倒立 Keep Top Side Up常用句子May I help you sir?我可以帮你吗，先生？How many pieces of your luggage sir?你有多少件行李，先生？Are these your luggage? 这些是您的行李吗？Is this everything, sir？ 这是全部东西吗，先生？Let me help you with your luggage. 让我来帮您拿吧。I will take care of your

6、 luggage.我会照看您的行李的。Just moment please, sir. I'll bring them to you right away.等一会儿，先生。我马上送来。The bellman will show you to your room, sir.先生，行李生会送您到房间的。您可以把行李放在礼宾部。Here is your room key.给您房间钥匙。You may leave your luggage in the Concierge.Would you like to leave your luggage here?您要寄存行李吗？Don't w

7、orry, your luggage will be sent up at once.别担心，您的行李很快就会送上去的。May I know your room number?您能告诉我您的房间号吗？May I have a look at your room card?我可以看一下您的房卡吗？Do you mind if I put your luggage here? 我把您的行李放在这里好吗？ Please sign your name here.请您在这里签名。Would you like me to call a taxi for you?你需要我为你叫一辆出租车吗？About 60

8、 minutes by taxi from here to Airport.从这里到机场大概需要 60分钟。I'm sorry to have kept you waiting. Would you tell me your phone number? After you, please/ You first, please.This way, please 这边请。Is there anything else I can do for youI ' ll send the luggage up by another lift.对不起让你久等了。您能告诉我您的电话号码吗？你先请

9、。？ 您还有什么事要我做吗？我乘另一部电梯把行李送上去Here we are, sir, room 1101先生， 1101 房到了。一对客提问方式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？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

10、 you write that down, please? 请您写下来好吗？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？Would you mind sitting here?请问您介意坐在这里吗？When would you like to visit XXX?请问您想要何时参观 XXX？When would you like to ha

11、ve 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 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 meto do ?Shall I dr

12、aw 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 ）Goodmorning, sir. Are you checking-out? 早上好，先生，请问您要退房吗？Good afternoon, sir. Welcome to XXX Hotel.中午

13、好，先生，欢迎光临 XXX酒店Good evening, sir. May I help you?晚上好，先生，请问我能为您服务吗？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

14、 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.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 amsorry. ” ; 如果是公司的错， 就说：“ Weare sorry. ”。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。6. 交给客人某些东西时，可以说Here you are.您要的东西在这里。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 aga