前臺(tái)接待禮貌用語(yǔ)

1、酒店禮貌用語(yǔ)-英語(yǔ)基本待客英語(yǔ)（一）在正式的英語(yǔ)表現(xiàn)里，疑問(wèn)基本句型可分為下列四種：1. May I 2. Could you 3. Would you 4.Shall I ？只要理解這四種基本的句型，就可以處理大部分業(yè)務(wù)上的狀況。1 .自己要做什么事時(shí)，就使用May IMay I have your name, please?請(qǐng)問(wèn)尊姓大名May I have your check-out time, please?請(qǐng)問(wèn)您什么時(shí)候結(jié)帳離開(kāi)？May I see your passport, please?請(qǐng)讓我看一下您的護(hù)照好嗎？May I know your nationality, plea

2、se?請(qǐng)問(wèn)您的國(guó)籍是什么？2.麻煩客人時(shí)，可使用 Could youCould you fill out the form, please?請(qǐng)您填寫(xiě)這張表格好嗎?Could you write that down, please? 請(qǐng)您寫(xiě)下來(lái)好嗎？Could you draft the fax, please? 請(qǐng)您寫(xiě)下傳真的草稿好嗎？Could you hold the line, please? 請(qǐng)不要掛電話好嗎？3詢問(wèn)客人的喜好或是做什么時(shí)，可使用Would you Would you like tea or coffee?請(qǐng)問(wèn)您要喝茶還是咖啡？Would you like to tak

3、e a taxi? 請(qǐng)問(wèn)您要搭計(jì)程車嗎？Would you mind sitting here? 請(qǐng)問(wèn)您介意坐在這里嗎？ * 只要在疑問(wèn)詞后加 “Would you ，”就可以提出大部分的詢問(wèn)。 When would you like to visit Foshan?請(qǐng)問(wèn)您想要何時(shí)參觀佛山？When would you like to have lunch? 請(qǐng)問(wèn)您想在哪里用餐？What time would you like to eat? 請(qǐng)問(wèn)您想何時(shí)用餐？ Who would you like to contact? 請(qǐng)問(wèn)您想和誰(shuí)聯(lián)絡(luò)？Which kind of room would y

4、ou prefer? 請(qǐng)問(wèn)您喜歡哪一種房間？How would you like to settle your bill? 請(qǐng)問(wèn)您的賬單如何處理？How long would you like to stay? 請(qǐng)問(wèn)您要逗留多久？How many tickets would you like to buy?請(qǐng)問(wèn)您要買幾張票？4在提供建議協(xié)助、征求意見(jiàn)時(shí)，可使用Shall I 或 Would you like me to do ?Shall I draw the curtains?請(qǐng)問(wèn)需要我把窗簾拉上嗎？Shall I draw you a map? 請(qǐng)問(wèn)要我為您畫(huà)一張地圖嗎？Shall I m

5、ake the reservation for you? 請(qǐng)問(wèn)要我為您安排預(yù)約嗎？（二）招呼語(yǔ)Good morning. （ 用于中午以前 ）Good afternoon. （ 用于中午至下午六點(diǎn)以前 ）Good evening. （ 用于下午六點(diǎn)過(guò)后 ） 在這些招呼語(yǔ)的后面接句子，例如：Good morning, sir. Are you checking-out? 早上好，先生，請(qǐng)問(wèn)您要退房嗎？Good afternoon, sir. Welcome to FOSHAN Electrcical Hotel. 中午好，先生，歡迎光臨佛山電子賓館Good evening, Ms. May I

6、help you?晚上好，小姐，請(qǐng)問(wèn)我能為您服務(wù)嗎？ 后面也可以接上自己酒店名稱、部門名稱，如：Good morning, sir. This is the Front Desk. May I help you? 早上好，先生。這里是服務(wù)臺(tái)，請(qǐng)問(wèn)您需要服務(wù)嗎？（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. 請(qǐng)對(duì)方再等一會(huì)兒Just a moment, please.請(qǐng)稍等。Thank you for waiting.您久等了，先生。I am very sorry to have kept you waiting. 很抱歉讓您久

7、等了。Could you wait a little longer, please? 請(qǐng)您稍候好嗎？3. 要麻煩客人或是拒絕客人的要求時(shí)拒絕客人時(shí)，不要一口回絕說(shuō) “No；要委婉一些。I am afraid I can' t do that.不好意思，我恐怕沒(méi)辦法那樣做。Excuse me, sir. Please let me pass. 不好意思，先生，麻煩讓我過(guò)一下。4. 道歉We are sorry.如果是自己的錯(cuò)就說(shuō) “I am sorry. ”如;果是公司的錯(cuò)，就說(shuō)： I am very sorry for the delay.很抱歉延誤了時(shí)間I am very sorry

8、 for the inconvenience. 很抱歉造成您的不便。I would like to apologize for the mistake. 為這個(gè)錯(cuò)誤我深致歉意。5. 客人對(duì)自己說(shuō) “ Thank you.時(shí)回答You are welcome.不客氣。Thank you, sir.謝謝您，先生。Thank you very much.非常感謝您。6. 交給客人某些東西時(shí)，可以說(shuō) Here you are.您要的東西在這里。Here is your room key.這是您的房間鑰匙。Here it is.這是您的東西。7當(dāng)客人準(zhǔn)備離開(kāi)時(shí)，可以說(shuō)：Have a nice day.祝

9、您有美好的一天。Please enjoy your stay祝您住宿愉快。We hope to see you again soon.希望不久能再次見(jiàn)到您。Thank you for staying with us.謝謝光臨。8當(dāng)客人的英語(yǔ)難以理解時(shí)面對(duì)客人的疑問(wèn)，不要只是一味地傻笑，或是一直說(shuō) Yes, Yes. 如果聽(tīng)不懂事，要向客人提出疑問(wèn)， 或是先向?qū)Ψ秸f(shuō) “Just a moment, please."然后請(qǐng)求他人協(xié)助。Pardon?對(duì)不起？Pardon me?對(duì)不起？I beg your pardon?對(duì)不起請(qǐng)?jiān)僬f(shuō)一遍好嗎？Could you repeat that, p

10、lease?請(qǐng)您重復(fù)一遍好嗎？若是不敢肯定對(duì)方所說(shuō)的部分內(nèi)容時(shí)，可以將不明白的部分重復(fù)一遍，如：Excuse me, sir. Do you mean you lost your room key ？不好意思，先生，您是說(shuō)您丟了房間的鑰匙？電話英語(yǔ)的應(yīng)對(duì)1. 接電話時(shí)不可以簡(jiǎn)單地回答“ Hello而應(yīng)報(bào)上自己的公司或所屬單位的名稱。例如：Hello, this is Information Desk.您好，這里是問(wèn)詢處?！?Information Desk speaking. May I help you?”問(wèn)詢處，請(qǐng)問(wèn)您要服務(wù)嗎 ?2. 打錯(cuò)電話時(shí) 如果是外線打錯(cuò)時(shí)，可以回答： I am a

11、fraid you have the wrong number. 不好意思，您打錯(cuò)電話了。This is the FOSHAN Electrcical Hotel, 這里是佛山電子賓館 .如果是總線轉(zhuǎn)錯(cuò)內(nèi)線時(shí)，可以回答：This is Room Reservations. I'll transfer your call to Restaurant Reservations.這里是客房預(yù)約處，我?guī)湍D(zhuǎn)接到餐廳預(yù)約柜臺(tái)。3. 當(dāng)負(fù)責(zé)的工作人員不在時(shí)I am afraid Mr.Lin is out at the moment. He should be back around 5 p.m.

12、 不好意思，林先生現(xiàn)在外出。他應(yīng)該會(huì)在下午 5 點(diǎn)左右回來(lái)。I am afraid Mr.Hao is on another line. Could you hold the line, please? 不好意思，郝先生正在講電話。請(qǐng)您在線上稍侯好嗎？ I'll tell him to call you back when he returns.他回來(lái)時(shí)，我會(huì)請(qǐng)他回電。May I have your name and phone number, please? 請(qǐng)告訴我您的大名和電話好嗎？4. 當(dāng)會(huì)話結(jié)束時(shí)結(jié)束電話中的對(duì)話時(shí)，不可以簡(jiǎn)單說(shuō)“byebye”最好說(shuō)：Thank you fo

13、r calling. 感謝您的來(lái)電。You are welcome, sir.先生，不客氣。We look forward to hearing from you. 我們靜候您的佳音。Please contact me if you have any further questions.如果您有任何其他問(wèn)題，請(qǐng)和我聯(lián)絡(luò)。三柜臺(tái)服務(wù)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 )To the Front Desk. 帶客人到柜臺(tái)B: Good evening,

14、 Ms. Welcome to FOSHAN Electrcical Hotel. 小姐，晚安。歡迎光臨佛山電子賓館。G: Thank you.謝謝你。B: How many pieces of luggage do you have? 請(qǐng)問(wèn)您有多少件行李？G: Just this three.只有這 3 件。B: Two suitcases and one bag. Is that right?2 個(gè)旅行箱和 1 個(gè)手提皮包，這樣對(duì)嗎？G: Yes. That ' s all.對(duì)，就這些了。B: I ' ll show you to the Front Desk. This way, please. Iur ba'gsllbpyuthyeopost over there.我