酒店 0053服务英语1

吉林欧黛洗浴文化传播中心 主 编：欧 黛 Email-odwh163.com传播经典洗浴文化 O D W H 创造无限完美空间前期策划 企业培训 C I设计 形象包装 市场调研 空间拓展中国商务洗浴经典管理与培训 长春版服 务 英 语长 春 商 务 洗 浴 网北 京 欧 黛 商 务 会 馆吉林欧黛洗浴文化传播中心Jilinoudaixiyuwenhuachuanbozhongxin联 合 出 版目 录第一节职位、职务及部门名称- 3 -一、OCCUPATION POSITION职位与职务- 3 -二、Name of Hotels Sections部门名称- 3 -第二节: 数字- 4 -第三节、称呼语- 6 -第四节、问候语- 6 -第五节、道歉语- 7 -第六节、征询语- 8 -第七节、指路用语- 8 -第八节、在前台- 9 -第九节、在客房- 10 -第十节、英语口语联系- 11 -第十一节.基本待客英语- 12 -(一)询问语- 13 -（二）招呼语- 15 -（三）回答- 15 -第十二节、电话英语的应对- 18 -第十三节、柜台服务- 20 -第十四节、房间预约- 29 -第十五节、住宿登记- 39 -第十六节、咨询提供- 47 -第十七节、柜台出纳- 52 -第十八节、客房管理- 55 -第十九节、衣服各部位的名称- 56 -第二十节、总机服务- 59 -第二十一节、餐饮服务- 62 -服务英语第一节 职位、职务及部门名称一、OCCUPATION POSITION职位与职务、eneral Manager 总 经 理、ice-General Manager 副总经理、esident Manager 值班经理、Assistant Front Service 大堂副理、anager 经 理 、upervisor 主 管、aptain(head waiter) 领 班 、Attendant 客房服务员、aiter 餐厅男服务员 、Waitriss 餐厅女服务员、Clerk 职员 、Receptionist 接待员、Operator 接线生 、Secretary 秘书、porter 行李生 、Driver 司机二、Name of Hotels Sections部门名称、eberal Managers Office 总经理办公室、Room Department 房务部、Food and Beverage Departnment 餐饮部、Recreation Department 娱乐部5 Accounting Department 财务部、Engineering Department 工程部、Training Department 培训部、Personal Department 人事部、Security Department 保安部、Housekeeping Department 管家部、Front Office Reception 前厅接待处、Reservation 订房部13 Laundry 洗衣部14 Business Centre 商务中心15 Infonnation 问询处16 Room Service 送餐部17 Bakery 面包房 18 Bar 酒吧 19 Cashiers 收银处20 Florist 花店 21 Barbers 美发室22 Beauty Salon 美容室 23 Lnhouse Doctor 医务室24 Ballroom 舞厅 25 Huntress Grill 扒房26 Bookstall 书亭 27 Lobby Bar 大堂吧28 Coffee Shop 咖啡厅 29 Karaoke 卡拉30 Food Street 食街 31 Chinese Restsurant 中餐厅32Westem Restaurant 西餐厅第二节: 数字一、Numerals数字 1Cardinal Numbers 基数one 一 two 二 three 三 fiour 四five 五 six 六seven 七 eight 八nine 九 ten 十eleven 十一 twelve 十二thirteen 十三 fourteen 十四fifteen 十五 soxteen 十六seventeen 十七 eighteen 十八nineteen 十九 twenty 二十twenty-one 二十一 thirty 三十therty-two 三十二 forty 四十forty-three 四十三 fifty 五十fifty-four 五十四 sixty 六十sixty-five 六十五 seventy 七十seventy-six 七十六 eithty 八 十eithty-seven 八十七 ninety 九十ninety-eight 九十八 one hundred 一百第三节、称呼语1、先生 Sir / Mr2、夫人、太太 Madam第四节、问候语1、您好！欢迎您到我们酒店How do you do ! Welcome to our hotel.2、早上好，3、先生，4、您好吗？Good morning, Sir. How are you? 5、晚上好，6、夫人，7、真高兴在这里又见到您Good morning, madam, Its nice to see you have again.8、很好，9、谢谢Very well, thank you10、欢迎光临/住在我们饭店Welcome to our hotel / guest-house11、欢迎您来这里用餐Welcome you to have dinner in our restaurant.希12、望您在这里过得愉快Have a good time in our hotel.13、祝您在这里过得愉快wish you a most pleasant stay.14、再见，15、先生，16、谢谢您的光临goodbye, sir, and think you for coming.17、再见，18、太太，19、我们希20、望再见到您Goodbye, madam, and we look forward to seeing you again.21、祝您一路平安!Have a nice trip!22、祝您旅途愉快! Wish you a pleasant journey!23、为您服24、务感到荣幸 Youre most welcome.25、有您在这里很愉快 Its a pleasure to have you.26、感谢您在我们饭店下榻 Thank you for your staying in our hotel.第五节、道歉语1、感谢您的提议Thank you for your advice.2、对不3、起，4、那是我的过失Im sorry, Its my fault.5、对不6、起，7、让您久等了Sorry to have kept you waiting.8、很抱歉Im sorry about this.第六节、征询语1、您有什么事？Can I help you?2、我能为您做些什么？What can I do for you?3、先生，4、请稍5、等一会儿Would you wait just a moment, sir6、请让我看一下您的护照（证件）好吗？Could I have your passport, please7、我能为您干点什么？Is there anything I can do for you?8、可以Of course/ Certainly9、不10、用谢You are welcome.11、乐意为您效劳Its my pleasure.第七节、指路用语1、一直向前Go straight on.2、上楼/下楼Go upstairs / down stairs3、在二（三）楼Its on the second (third) floor.4、顺这条走廊走，5、左手最后一扇门Go down this passage, the last door on your left.6、这边走去电梯This way to the lift.7、在大门入口旁Next to the main entrance.8、请这边走Please come this way.第八节、在前台1、请填一下这张表Please fill in this from.2、您打算在这儿住几天？How long will you be staying here?3、请在这张纸上签名，4、好吗？Would you please sign on this paper.5、您预定过吗？Have you a reservation?6、您能告诉我您名7、字怎么拼写吗？Could you spell your name, please?8、给您房间钥匙Here is your room key.9、这是您的账单Here is your bill.10、那一共是380美元Thats $380 altogether. ($: Dollars)11、请去那边账台付款Please pay at the cashiers desk over there.12、你们收旅行支票吗？对，13、当然收，14、先生Do you take travelers checks? - yes, of course, sir.15、我很抱歉，16、太太，17、但是我想您能理解的Im sorry, madam, but Im sure youll understand.18、非常对不19、起，20、先生，21、我们的房间已满，22、您试一下昆山宾馆Im very sorry sir, were booked solid perhaps you could try the kunshan hotel.第九节、在客房1、我想请您帮我换一下这个枕头，2、这个脏了。Id like you to replace this pillow case, This ones dirty.3、-当然可以，4、夫人，5、给您Certainly, madam, Here you are.6、对不7、起，8、没有注意，9、夫人，10、我马上给您拿一个干净的来Im sorry, I didnt notice that, madam, Ill bring you a clean one at once.11、浴室内有一个专放“要洗衣服12、”的口袋，13、请把要洗的衣服14、放入袋中Theres a laundry bag in the bathroom, Just leave your laundry in the bag.15、您早上要叫醒吗？Do you need a wake up call.16、我希17、望没有打扰您I hope Im not disturbing you.18、对不19、起，20、先生，21、恐怕只能请搬到另一间房Excuse me, sir, but Im afraid well have to move you to another room.22、这间房已经预定给别人了This ones already reserved.23、对不24、起，25、我们回来晚了Im sorry, were back a bit late.26、-奥，27、那根本没什么，28、先生-Oh, thats perfectly all right, sir.29、夫人，30、等一会，31、我马上来One moment. Madam, Ill bring them right away.32、对不33、起，34、您的衣服35、洗好了，36、请您看看是否这些Excuse me , your laundry is ready, Will you see if they are all right.37、恐怕我搞错了，38、我再去查一下Im afraid; Ive made a mistake, let me check again第十节、英语口语联系非正式英语 正式英语Whats your name? May I have your name?您贵姓？ 请问您贵姓大名？Do you want some tea? Could you like some tea?您要喝茶吗？ 请问您想喝茶吗？Over here, please. Could you come this way please?这边请。 请您往这边走好吗？* 不要说OK, Sure, Yeah等等，而要说Certainly, Sir.* Hey, uh-huh, Hang on 等等，也不适合在酒店中使用。* 别说“I dont know.”回答“不知道”是非常不礼貌的说法。可以说“just a moment, please. Ill check that for you.” （请稍候，我来帮您确认），然后请有能力处理的人前来协助。* 对男性客人，尊称为Sir; 面对女性客人时尊称为Ms.在招呼客人时，最好说“Excuse me, Sir(Ms)”, 不要直接称呼Mr.或Ms. 至于称呼小孩，可以直接使用Excuse me，但是不可以直接称呼boy或girl.* 正视对方的眼睛，以显示出你的信心和诚意。但必须注意，注视对方的眼睛，并不是无理地盯着对方看。* 在面对语言不通的外籍人士时，一定要多加利用手势和肢体语言。但是使用手势时要特别小心，因为对于不同国家、民族而言，手势的意义也大不相同。第十一节.基本待客英语（一）在正式的英语表现里，疑问基本句型可分为下列四种：1.May I 2.Could you 3.Would you 4.Shall I ?只要理解这四种基本的句型，就可以处理大部分业务上的状况。(一)询问语1自己要做什么事时，2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？May I know your nationality, please?请问您的国籍是什么？3麻烦客人时，4可使用Could you Could you fill out the form, please?请您填写这张表格好吗？Could you write that down, please?请您写下来好吗？Could you draft the fax, please?请您写下传真的草稿好吗？Could you hold the line, please? 请不要挂电话好吗？5询问客人的喜好或是做什么时，6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？* 只要在疑问词后加“Would you ”，就可以提出大部分的询问。When would you like to visit Kunshan?请问您想要何时参观昆山？When would you like to have 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 would you like to settle your bill?请问您的账单如何处理？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？7在提供建议协助、征求意见时，8可使用Shall I 或Would you like me to do ?Shall I draw 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)在这些招呼语的后面接句子，例如：Good morning, sir. Are you checking-out?早上好，先生，请问您要退房吗？Good afternoon, sir. Welcome to LI JIA Hotel.中午好，先生，欢迎光临丽嘉酒店Good evening, Ms. May I help you?晚上好，小姐，请问我能为您服务吗？后面也可以接上自己酒店名称、部门名称，如：Good morning, sir. This is the Front Desk. May I help you?早上好，先生。这里是服务台，请问您需要服务吗？（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拒绝客人时，不要一口回绝说“No.”，要委婉一些。I am afraid I cant 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 am sorry.”; 如果是公司的错，就说：“We are sorry.”。I am very sorry for the delay.很抱歉延误了时间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。Thank you very much.非常感谢您。6.交给客人某些东西时，可以说Here you are.您要的东西在这里。Here is your room key.这是您的房间钥匙。Here it is. 这是您的东西。7当客人准备8离开时，9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 again soon.希望不久能再次见到您。Thank you for staying with us.谢谢光临。8当客人的英语难以理解时面对客人的疑问，不要只是一味地傻笑，或是一直说Yes, Yes.如果听不懂事，要向客人提出疑问，或是先向对方说“Just a moment, please.”, 然后请求他人协助。Pardon?对不起？Pardon me?对不起？I beg your pardon?对不起请再说一遍好吗？Could you repeat that, please?请您重复一遍好吗？若是不敢肯定对方所说的部分内容时，可以将不明白的部分重复一遍，如：Excuse me, sir. Do you mean you lost your room key？不好意思，先生，您是说您丢了房间的钥匙？第十二节、电话英语的应对1接电话时不2可以简单地回答“Hello”,而3应报上自己的公司或所属单位的名4称。例如：“Hello, this is Information Desk.”您好，这里是问询处。“Information Desk speaking. May I help you?”问询处，请问您要服务吗?2.打错电话时如果是外线打错时，可以回答：I am afraid you have the wrong number.不好意思，您打错电话了。This is the 欧黛 Hotel, 2234-1156.这里是欧黛酒店，电话是2234-1156。如果是总线转错内线时，可以回答：This is Room Reservations. Ill transfer your call to Restaurant Reservations.这里是客房预约处，我帮您转接到餐厅预约柜台。I am afraid this is a direct line. We can not transfer your call to the Chinese Restaurant Could you dial 2234-1156, please.不好意思，这是直接电话。我们无法为您转接中式餐厅。请您改拨2234-1156好吗？3.当负责的工作人员不在时I am afraid Mr.Lin is out at the moment. He should be back around 5 p.m.不好意思，林先生现在外出。他应该会在下午5点左右回来。I am afraid Mr.Hao is on another line. Could you hold the line, please?不好意思，郝先生正在讲电话。请您在线上稍侯好吗？Ill tell him to call you back when he returns.他回来时，我会请他回电。May I have your name and phone number, please?请告诉我您的大名和电话好吗？4.当会话结束时结束电话中的对话时，不可以简单说“bye-bye”,最好说：Thank you for calling.感谢您的来电。You are welcome, sir.先生，不客气。We look forward to hearing from you.我们静候您的佳音。Please contact me if you have any further questions.如果您有任何其他问题，请和我联络。第十三节、柜台服务B=行李服务员（Bellman）C=服务员 (Clerk)H=客房服务员（Housekeeping）BC=领班（Bell Captain）G=客人（Guest）To the Front Desk.带客人到柜台B: Good evening, Ms. Welcome to China-trust Hotel. 小姐，晚安。欢迎光临中信酒店。G: Thank you. 谢谢你。B: How many pieces of luggage do you have? 请问您有多少件行李？G: Just this three. 只有这3件。B: Two suitcases and one bag. Is that right? 2个旅行箱和1个手提皮包，这样对吗？G: Yes. Thats all. 对，就这些了。B: Ill show you to the Front Desk. This way, please. Ill put your bags by the post over there. 我来带您到柜台，这边请。我先将您的行李放在柱子旁边。G: I see, thanks. 我知道了，谢谢。B: A bellman will show you to your room when you have finished checking-in. 当您办好住宿登记时，行李服务员会带您到房间。G: OK. Fine. 好极了。B: Please enjoy your stay. 祝您住宿愉快。Taking a guest to the room带领客人至客房B: Good evening, Ms. Ill show you to your room. You have two suitcases and one bag. Is that right? 小姐，晚安。我来带您到房间。您有2个旅行箱和1个手提皮包，是吗？G: Yes, thats right. 是的。B: Is there anything valuable or breakable in your bag？ 请问您的皮包里有贵重物品或是易碎物品吗？G: Yes，theres a bottle of whisky. 有，里面有一瓶威士忌。B: Could you carry this bag, Ms? Im afraid the contents might break. 小姐，手提包请您自己拿着好吗？我担心皮包里的物品会破掉。G: Sure, no problem. 好的，没问题。B: Thank you, Ms. May I have your room key, please? 谢谢。您的房间钥匙借我用一下好吗？G: Yes. Here you are. 好的，给你。B: Thank you, Ms. Your room is on the 23rd Floor. Please follow me. 谢谢。您的房间在23楼，请随我来。Arriving at the room带领客人到达客房B: This is your room. May I put your bags here, Ms? 这就是您的房间。我把行李放在这边好吗，小姐？G: Sure. Just put them anywhere. 好啊，放哪里都可以。B: Is this the correct number of bags? 请问行李的件数对吗？G: Lets see. Yes, thats all. 嗯-我看看，没错，就是这些。B: May I hang your coat in the closet, Ms? 小姐，我把您的外套挂在衣柜里好吗？G: Ah, yes. Please do! 哦，好的，麻烦你了。B: Shall I open the curtains for you? 需要我为您拉开窗帘吗？G: Yes, thats a good idea. 好主意。B: Here is your room key. Is there anything else I can do for you? 这是您的房间钥匙，请问您还有什么要我服务的吗？G: No. Thank you. 没有了，谢谢你。B: Please enjoy your stay. 住你住宿愉快。Refusing a tip婉拒小费G: Heres something for you. 这是给你的小费。B: Thats very kind of you, but a 10% service charge will be added to your bill. 谢谢您的好意，不过账单里已经包含了10%的服务费。G: No, Id like you to have it. 没关系，你拿去吧。B: Well, if you insist, Ms. Thank you very much. 小姐，如果您坚持的话，那我就收下了。非常感谢。Useful ExpressionIts very kind of you, sir. But I am afraid we are not allowed to accept tips.先生，谢谢您的好意，可是我们不允许收小费。We have no tipping systems in our hotel.我们酒店没有小费制度。Standard Delivery一般递送流程-The doorbell is ringing-门铃响了-G: Yes, coming. Who is it? 来了，来了。哪位啊？B: The Bellman, Ms. I have brought your baggage. 客房服务员，我把您的行李送来了。G: Fine. Come on in! 好，进来吧。B: We are very sorry for the delay, Ms. May I put your bags here? 抱歉让您久等了。我把行李放在这里好吗？G: Sure. 好啊。B: Is this everything, Ms? 小姐，请问您的行李都在这里了吗？G: Yes, thats right. 对，都在这里了。B: Enjoy your stay with us.祝您住宿愉快。Bringing Bags Down将行李送出客房BC: This is the Bell Captains Desk. May I help you? 这里是领班柜台，我能为您服务吗？G: Im going to check-out soon. Could you pick up my luggage, please? 我马上要退房了，可不可以来帮我拿行李。BC: Certainly, Ms. May I have your room number, please? 好的小姐，请告诉我您的房间号码好吗？G: Yes, its 2932. 好的，2932BC: Room 2932. We will send a bellman immediately. Could you wait in your room, please?2932房间。我们会立刻派行李服务员过去，请在房间内稍候片刻好吗？-B: Good morning, Ms. Ive come for your bags. 早安，小姐。我来为您提行李。G: Thank you. Could you take these two suitcases, please? I ll bring the shoulder bag with me. 谢谢。这两个旅行箱麻烦你提好不好？皮包我自己拿。B: Certainly, Ms. Two suitcases? 好的，请问是两个旅行箱吗？G: Yes. 对。B: Is there anything valuable or breakable in them? 请问里面有没有贵重或是易碎物品？G: No. 没有。B: This is your claim tag. We will keep your bags at the Bell Captains Desk. Could you pick them up there, please? 小姐，这是你的行李领取证。我们会把行李送到领班柜台保管。请您到那边领取好吗？G: Certainly. 好的。B: Thank you, Ms. 谢谢您。When the guest deposits items当客人寄存东西时G: Id like to leave this with you. 我要寄放这个东西。B: Certainly, Ms. Is there anything valuable or breakable in your bag? 小姐，好的。请问您的皮包里面有贵重物品或易碎物品吗？G: No. 没有。B: Thank you. Here is your tag #33. 谢谢您，这是您的，号码牌33号。G: When does the cloakroom close? 你们寄物处什么时候休息？B: This cloakroom is open until 9 p.m. 我们这里开放到晚上9点。G: Oh, dear! I wont be back until about 10:30 tonight. Where can I pick up my bags? 天啊！我今天要晚上10点半才会来耶。我要到哪里去拿皮包啊？B: We will transfer your bag to the Lobby Floor Cloakroom. You may collect it there, Ms. 我们会将您的皮包转到大厅的寄物处。小姐，您可以到那里领取。G: I see. Thanks a lot. 我知道了，真是谢谢你。B: Youre welcome. 不客气。Useful ExpressionThere are safety deposit boxes at the Front Desk.柜台有贵重物品保管箱。Could you leave your suitcase at Bell Captains Desk?请您将手提箱交给领班柜台好吗？Im afraid we cannot accept perishable goods here.不好意思，我们不接受生鲜物品。When the guests collect their bags.客人欲领取行李时G: I left my bag with you this morning. 今天早上我在这里寄放了一个皮包。B: Certainly, sir. May I have your tag, please? 先生，好的。请给我您的号码牌好吗？G: Sure. Here you are. 好，在这里。B: Thank you, sir. Just a moment, please. 先生，谢谢您，请稍等。-G: Thank you for waiting, sir. Is this everything? 先生，让您久等了。请问您的东西全部都在这里了吗。B: Yes, thats all. Thanks a lot. 没错，就是这些了。多谢了。B: You are welcome, sir. 先生，不客气。Useful ExpressionMay I see some identification, please?请您将能够证明身份的资料给我看一下好吗？Guest arrival客人抵达时* Good evening, sir. Are you checking-in?先生，晚安。请问您要住宿吗？* Do you have any baggage in the trunk?请问候车箱有您的行李吗？* Is this everything, sir?先生，请问您的行李全部都在这里吗？* May I help you with your bags, sir?先生，我为您提行李好吗？* How many bags do you have in all?请问您总共有机件行李？* A bellman will show you to the Front Desk.行李服务人员会带您到柜台。* Its slippery. Please mind your feet.地板很滑，请小心慢走。* Please mind your head.请小心别碰到头。Guest Departure客人离开时* Are you checking-out? 请问您要退房吗？* The Airport Bus leaves from over there. 机场巴士从哪里出发？* Thank you for stayed with us. 谢谢您光临本饭店。* We hope to welcome you again soon. 希望您再度光临。第十四节、房间预约Reservation from a domestic source.客人亲自预约时C: Good morning. This is Room Reservation. 早安，这里是订房部。请问您要服务吗？G: Yes, Id like to reserve a room. 对。我要订一个房间。C: Thank you, sir. For which date? 先生，谢谢。请问您要预定什么时候？G: From October 15th. 10月15日。C: For how many nights? 请问您要住几个晚上？G: For three nights. 3个晚上。C: How m