酒店英語ppt匯編

1、 在酒店里所使用的英語會(huì)話，基本上是屬于商業(yè)英語，與日常生活會(huì)話中所使用的英語略有不同，較注重禮節(jié)。概述 非正式英語非正式英語正式英語正式英語Whats your name?May I have your name?您貴姓？ 請(qǐng)問您貴姓大名？Do you want some tea? Could you like some tea?您要喝茶嗎？ 請(qǐng)問您想喝茶嗎？Over here, please. Could you come this way please?這邊請(qǐng)。 請(qǐng)您往這邊走好嗎？u 不說不說OK, Sure, Yeah等，而要說等，而要說Certainly, Sir.u Hey, uh

2、-huh, Hang on 等，也不適合在酒店中使用等，也不適合在酒店中使用。u 別說別說“I dont know.”回答回答“不知道不知道”是非常不禮貌的說法是非常不禮貌的說法。 可以說可以說“just a moment, please. Ill check that for you.” （請(qǐng)稍候，我來幫您確認(rèn)），然后請(qǐng)有能力處理的（請(qǐng)稍候，我來幫您確認(rèn)），然后請(qǐng)有能力處理的 人前來協(xié)助。人前來協(xié)助。u 對(duì)男性客人，尊稱為對(duì)男性客人，尊稱為Sir; 面對(duì)女性客人時(shí)尊稱為面對(duì)女性客人時(shí)尊稱為Ms.注意 u 在招呼客人時(shí)，最好說在招呼客人時(shí)，最好說“Excuse me, Sir(Ms)”, 不要

3、直接不要直接 稱呼稱呼Mr.或或Ms. 至于稱呼小孩，可以直接使用至于稱呼小孩，可以直接使用Excuse me， 但是不可以直接稱呼但是不可以直接稱呼boy或或girl. 基本待客英語基本待客英語基本句型基本句型 招呼語招呼語 回答回答 May I .? Could you .? Would you . ? Shall I . ?May I . 自己要做什么事時(shí)自己要做什么事時(shí)，使用May I .p May I have your name, please? p May I see your passport, please? p May I know your nationality, pl

4、ease? 國籍國籍Could you . 麻煩客人時(shí)，可使用Could you . p Could you fill out the form, please? p Could you write that down, please? p Could you draft the fax, please? p Could you hold the line, please? Would you .詢問客人的喜好或做什么時(shí)，使用Would you .p Would you like tea or coffee? p Would you like to take a taxi? p Would y

5、ou mind sitting here? Shall I.提供建議協(xié)助、征求意見時(shí)，可使用Shall I.p Shall I draw the curtains? p Shall I draw you a map? p Shall I make the reservation for you? Good morning. Good afternoon. Good evening. Good morning, sir. Are you checking-out? Good afternoon, sir. Welcome to LI JIA Hotel. Good evening, Ms. Ma

6、y I help you? Good morning, sir. This is the Front Desk. May I help you? 招呼語 中午之前中午至下午六點(diǎn)以前下午六點(diǎn)過后回答 一般性的回答 u I see, sir. u Certainly, sir. 請(qǐng)對(duì)方再等一會(huì)兒 u Just a moment, please. u Thank you for waiting. u I am very sorry to have kept you waiting. u Could you wait a little longer, please? 要麻煩客人或是拒絕客人的要求 u

7、I am afraid I cant do that. u Excuse me, sir. Please let me pass. 道歉u I am very sorry for the delay. u I am very sorry for the inconvenience. u I would like to apologize for the mistake. 回答 客人對(duì)自己說“Thank you.”時(shí)回答 u You are welcome. u Thank you very much. u Thank you, sir. 交給客人某些東西時(shí)，可以說 u Here you are

8、. u Here is your room key. u Here it is. 回答 當(dāng)客人準(zhǔn)備離開時(shí)u Have a nice day. u Please enjoy your stay u We hope to see you again soon. 當(dāng)客人的英語難以理解時(shí)u PardonPardon me? u I beg your pardon? u Could you repeat that, please? 回答 B=行李服務(wù)員（Bellman） C=服務(wù)員 (Clerk) H=客房服務(wù)員（Housekeeping） BC=領(lǐng)班（Bell Captain） G=客人（Guest）

9、 To the Front Desk. 帶客人到柜臺(tái) 練習(xí)一 B: Good evening, Ms. Welcome to China-trust Hotel. G: Thank you. B: How many pieces of luggage do you have? G: Just this three. B: Two suitcases and one bag. Is that right? G: Yes. Thats all. B: Ill show you to the Front Desk. This way, please. Ill put your bags by the

10、 post over there. G: I see, thanks. B: A bellman will show you to your room when you have finished checking-in.G: OK. Fine. B: Please enjoy your stay. Guest: Hello, Id like to check in please. Hotel staff: Certainly. Can I have the name please? Guest: Mr Harold Smith. Harold Smith。 Hotel staff: Ok,

11、Are you checking out tomorrow? Guest: Yes, I am. Thats right. Hotel staff: Will you need a wake up call, sir? Guest: Yes please. At 6.30am. Hotel staff: Ok then, your room is 502 on the fifth floor. Breakfast is served between 6.30am and 9am. Enjoy your stay. Guest: Thank you.練習(xí)二 What name is the re

12、servation under, please? Could Ihave your passport and credit card, please? Do you have a reservation？ Sorry to keep you waiting, sir. Ill check if there is a room available. Itll take one minute,sir. Would you like a single room or a double room ? You can also get a safe deposit box at our front desk, sir. You rang for a laundry service? You are welcome. I hope you have a pleasant stay. Would you please fill out this regisration card ? This way, please. After you, sir. Staff 員工 Stuff