前厅基础常用英语

1、. z.前厅根底常用语Basic English for Front Office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，小姐，太太等。欢迎再次光临，先生。 Wele back, Mr. Zhang. 很快乐再次见到您表示欢迎再次光临，王先生。 Nice to see you again, Mr. Wang.

2、 或与客人互相应酬：您今天好吗？ How are you today 我很好，您呢？ Im fine, thank you, and you 很好，您。 Im very well, thank you. 二、主动向客人提供帮助。我可以帮您吗？ May I help 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 三、记住一些能讨人喜欢的言词。 Thank you. 别客气 或很乐意为您效劳 You are wele. / Its my pleasure.对不起 Im sorry. 没关系 Thats alri

3、ght. 请 Please. 四、打搅客人前，要提示客人：打搅了 E*cuse 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、你在效劳时中途退场等。 五、向客人呈递*物时：这是您的 Here is/are your Here you are, sir. 六、需要客人等待时，要先有交待。请稍等一会儿。 A moment please. / wait a moment please. 我一会儿就来。/ 我马上就回来。 I will be with you in a moment. / Ill be back in a minute. 再返回客人身边时，对久等的客人

4、说抱歉：对不起让您久等了。 Sorry to have kept you waiting. 七、听不明白客人说话时，不要臆想，你可以：请再说一遍好吗？ Pardon / I beg your pardon 对不起，请您指给我看好吗？ I am sorry, I dont understand. Could you show me 八、当客人因行动笨拙而显露为难时，抚慰客人说：请慢慢来，别着急。 Please take your time, theres no hurry. 九、向客人作自我介绍。我叫 。如果有什么需要我帮助，请告诉我。 My name is .Is there anything

5、 I can do for you. 十、与客人友好地辞别，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/酒店居住愉快。 Hope you enjoy your stay here / in our hotel. 对要离店的客人报以祝愿：希望很快又见到您。 Hope to see you again soon. 祝旅途愉快/一路顺风。 Have a nice trip.十一、在三响之迅速接听。拿起时： 早上好/下午好/晚上好/您好！这是/总台/酒店/部门名称。我是- - -，有什么可以帮您吗？ Good morning/G

6、ood afternoon/Good evening, Reception/Concierge (Name of your hotel/department&your name) speaking. May I help you2. 挂前： 您的来电。 Thank you for calling. 十二、礼貌地回应客人的请求或询问。1. 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

7、care of it at once. 当你对客人的询问不肯定时对不起，我不太肯定。如果您能等一会，我马上去查找。我很快回复您可以吗？ Sorry, Im not sure. If you wait a minute, Ill try to find out. / Ill check it for you. May I call you back soon 当你不能满足客人要求时对不起，恐怕这是违反酒店规定的。 Sorry, Im afraid it is against hotel regulation. 对不起，我们不允许这样做。 Im sorry, sir. We are not all

8、owed to do this. 对不起，恐怕我们没有客人要的东西。 I am sorry, madam. I am afraid we dont have (things guests want). 这时向客人作其他介绍或建议是非常重要的。我可以建议您联系中国银行吗？ May I suggest (you contact the Bank of China) 十三、当你请求客人做*事时您可以在这签名吗？ Could you (sign here) 您介意稍后再来吗？ Would you mind (calling back later) 我可以知道您的吗？ May I (have your

9、name) 十四、为客人指示方向请这边走。 This way please. 请一直往前走。 Please go straight ahead. 请向右转/左转。 Please turn right/left. 它在您的右手边/左手边。 It is on your right/left. 它位于4楼。 Its on the 4th floor. 十五、处理投诉、错误您告诉我们，小姐/先生。我会向经理报告这件事，请承受我们的抱歉。 Thank you for telling us, madam/sir. Ill inform our manager about it. Please accept

10、 our apology.我非常抱歉，小姐/先生。是我们出过失了，我马上改正过来。/我马上去查这件事。 Im terribly sorry, madam/sir. There could have been some mistake. Ill have it corrected at once. / Ill look into the matter at once. 前台礼貌效劳常用语 一、客人要求入住酒店时：早上好，先生！请问有什么需要帮助吗？ Good morning, sir. May I help you请问您有预订吗？ Do you have a reservation, sir 我

11、查一下是否有房间。 I will check if there is any room available. 您喜欢哪种房呢？ What type of room would you like 您想住多长时间呢？ How long would you like to stay房价是每天680元人民币加15%效劳费。 Its RMB￥680 per day plus 15% service charge请您填这登记表好吗？ Would you please fill in the registration form 请将您的护照给我好吗？/ 请出示您的护照好吗？ May I have your

12、passport, please / Could you show me your passport, please 请问您是怎样付帐？现金还是信用卡？ How would you like to pay the bill / How would like to settle your account By cash or credit card我可以拿您的信用卡去刷一下吗？ May I have your credit card to imprint 请问是否可以预交押金1500元人民币？ Would you mind to pay RMB1500 deposit祝您居住愉快。 Enjoy

13、your stay here. / Have a pleasant stay with us. 来访客人查询酒店住客情况时 请您拼他的给我好吗？ Could you spell his/her name for me, please 恐怕没有这个名字的登记记录。 Im afraid we dont have such a name registered.您还有其他可以查询吗？ Do you have any other name to check他预计会在什么时候到呢？ When is he/her due to arrive 我查一下订房单。 I will check our reserva

14、tion list. 请稍等，我再帮您查一下。 Just a moment, please. I will double check it for you. 他还没入住/到达。 He/She hasnt checked in / arrived yet. 他已经离店了。 He/She has already checked out.为客人做留言 请问有什么留言？ What is the message, please可以将您的告诉我吗？ May I have your telephone number 我可以复述一下留言吗？ May I repeat the message 四、客人要求结帐离

15、店时 请问您在我们酒店住的怎么样？/ 请问您在我们酒店居住愉快吗？ How was your stay in our hotel / Did you enjoy your stay with us, sir 请告诉我您的房间好吗？ May I have your room number, please 请把您的房间钥匙和押金单交给我好吗？ May I have your room key and deposit receipt 请问您喝过迷你吧的饮品吗？ Did you have any drink from the mini bar 这是您二月十日的客房送餐效劳的费用。 This is th

16、e Room Service you had on February the 10th. 请问您是否需要发票？ Would you like to get the invoice 这是找给您的钱和收据/发票。 Here is your change and the receipt/invoice. 单据就附在反面。 The supporting sheets are attached on the back. 礼貌效劳常用语一、总机外线接听标准双语：Good morning/afternoon/evening. Han*in International Hotel .您好！瀚新国际酒店。Goo

17、d morning/afternoon/evening. Han*in International Hotel/ Reception/ Concierge / Business Centre/ Reservation Jeffrey speaking. How may I help you 您好！这里是瀚新国际酒店/总台/礼宾部/商务中心/预订部。请问有什么需要帮助？ 二、为外来客人转接： 请不要挂，我帮您将转过去。 Hold on, please. I will put you through. 对不起，先生，占线。 Im sorry, sir. The line is engaged /

18、busy. 请问您继续等还是稍后再来电呢？ Would you like to hold on or call back later 对不起，小姐/女士，没人接。请问您是需要留言，还是稍后再打来？ I am sorry, madam. There is no answer. Would you like to leave a message or call back later 请问您的是从哪里打来的呢？May I know where you are calling请问您是哪一位？ May I know who is calling 三、为客人做留言： 请问有什么留言？ What is th

19、e message, please 可以将您的告诉我吗？ May I have your telephone number 我复述一下您的留言好吗？ May I repeat your message 为住店客人转接： 有一位史密斯先生的长途/外线找您。 There is a long distance call / an outside call (from Mr. Smith) for you. 您愿意接听这个吗？ Would you like to answer the call 请先挂上。我会为您将来电接上。 Please hang up your phone. Ill connect

20、 the line for you. 叫醒效劳： 请问您贵姓？May I have your name, please请问您的叫醒时间需要安排在什么时候？ What time would you like your wake up call 您是否需要安排两次叫醒效劳，以确保您被叫醒？ Would you like to have a second call to make sure you are awake 明天早上我们会准时叫醒您的。(祝您晚安！) We will call you on time (tomorrow morning). (Good night, sir.)早上好/您好！

21、这是您的叫醒效劳，今天的天气是晴天/多云阴天/有雨/下雪。气温15至20度。祝您今天愉快！ Good morning/afternoon/evening. This is your wake up call. Todays weather is sunny/cloudy/rainy/snowing. Temperature is from 15 degree to 20 degree. Have a nice day!六、教客人打。 请按9，等有长的拨号音再拨。 Please dial 9 and wait for the long tone before dialing the teleph

22、one number. 您可以直接在房间拨打国际。 You can make an international call directly from your room. 请按数字9，接着按国家代号、地区号和当地。 Please dial number 9, followed by the country code, then the area code and the local number. 票务礼貌效劳常用语 一、当客人要求订票时：我马上查一下是否有票？ I will check if there is ticket available right now. 请问您有什么特别要求吗？

23、Do you have any special request 我恐怕不能为您留票。 Im afraid we cant hold the ticket for you.您方便马上来我们柜台吗？ Would you mind ing down to our counter right now请出示您的护照/我来帮您登记。 May I have your passport/ID Card for registration我恐怕您不能入房帐。 Im afraid you cant charge it to your room. 这是您的票/收据和找给您的钱。请检查一下。 Here is your

24、ticket/receipt and change. Please check it.您的票大约在明天中午12点时送到。 Your ticket will be delivered to us around 12:00 noon tomorrow.您来取票时请向我们出示这收据。Please show the receipt to us when you e to get your ticket.二、当票已订满时： 我恐怕那个航班的座位已经订满了。 Im afraid the seats of that flight have been fully booked.您喜欢做火车/巴士吗？ Woul

25、d you like to take a train/bus 从火车站到市大概需要两个半小时。 It will take two and half hours from Panjin railway Station to Shenyang.票价为每30元人民币，另加收10元效劳费。 The price is RMB30 per ticket and the surcharge is RMB10 per ticket.请留下您的联系。 May I have your contact number 行员礼貌效劳常用语 一、主动为客人拿行早上/下午/晚上好，先生/女士，我来帮您拿行。 Good mo

26、rning/afternoon/evening, sir/madam. I will help you with your luggage.请问您有几件行？ How many pieces of luggage do you have 哪一件是您的呢？ Which one is yours里面有什么贵重或易打烂的东西吗？ Is there anything valuable or breakable inside 我会非常小心地处理您的行物品。 I will be careful of your bag. 二、为客人存放物品时您什么时候回来取？ When will you take them

27、back请您在标签上签名好吗？ Would you please sign your name on the luggage tag您来取行时请向我们出示这收条。 Please show the receipt to us when you e to pick up your luggage. 三、引领客人上房间时： 您的旅途怎么样，先生？ How was your trip, sir请问您是第一次来吗？ Is this your first time to Panjin, sir您是来出差还是游览？ Are you here on business or for pleasure同时为客人介绍酒店的效劳设施，例如： 您可以去我们的足疗室来放松一下，它在地下一层。 You can rela* yourself at our Foot Room. Its in the basement one.您可以去商务中心订票，它在二楼。 You can book ticket at Business Center. Its on the 2nd floor. 我们到了。为客人开门、开灯您先请。我可以把行放这里吗？ Here we are. (Open the door and switch on the light) After you