酒店前臺英語常用口語

1、酒店前臺英語口語一概述在酒店里所使用的英語會話，基本上是屬于商業(yè)英語，與日常生活會話中所使用的英語略有不同，較注重禮節(jié)。正式英語通常會讓人誤解為極艱深的英語，其實，只要套用一定格式的句子和單詞，就可以了。例如：非正式英語 正式英語 Whats your name? May I have your name?您貴姓？ 請問您貴姓大名？Do you want some tea? Could you like some tea?您要喝茶嗎？ 請問您想喝茶嗎？ Over here, please. Could you come this way please?這邊請。 請您往這邊走好嗎？ * 不要說O

2、K, Sure, Yeah等等，而要說Certainly, Sir. * Hey, uh-huh, Hang on 等等，也不適合在酒店中使用。 * 別說“I dont know.”回答“不知道”是非常不禮貌的說法。可以說“just a moment, please. Ill check that for you.” （請稍候，我來幫您確認），然后請有能力處理的人前來協(xié)助。* 對男性客人，尊稱為Sir; 面對女性客人時尊稱為Ms.在招呼客人時，最好說“Excuse me, Sir(Ms)”, 不要直接稱呼Mr.或Ms. 至于稱呼小孩，可以直接使用Excuse me，但是不可以直接稱呼boy或g

3、irl.* 正視對方的眼睛，以顯示出你的信心和誠意。但必須注意，注視對方的眼睛，并不是無理地盯著對方看。* 在面對語言不通的外籍人士時，一定要多加利用手勢和肢體語言。但是使用手勢時要特別小心，因為對于不同國家、民族而言，手勢的意義也大不相同。二.基本待客英語 （一）在正式的英語表現(xiàn)里，疑問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)務上的狀況。1自己要做什么事時，就使用May I May I have your name, please? 請問尊姓大名May I have you

4、r check-out time, please? 請問您什么時候結帳離開？May I see your passport, please? 請讓我看一下您的護照好嗎？ May I know your nationality, please? 請問您的國籍是什么？2 麻煩客人時，可使用Could you Could you fill out the form, please? 請您填寫這張表格好嗎？Could you write that down, please? 請您寫下來好嗎？Could you draft the fax, please? 請您寫下傳真的草稿好嗎？Could you h

5、old the line, please? 請不要掛電話好嗎？3詢問客人的喜好或是做什么時，可使用Would you Would you like tea or coffee? 請問您要喝茶還是咖啡？Would you like to take a taxi? 請問您要搭計程車嗎？Would you mind sitting here? 請問您介意坐在這里嗎？* 只要在疑問詞后加“Would you ”，就可以提出大部分的詢問。When would you like to visit Kunshan? 請問您想要何時參觀昆山？When would you like to have lunch?

6、 請問您想在哪里用餐？What time would you like to eat? 請問您想何時用餐？Who would you like to contact? 請問您想和誰聯(lián)絡？Which kind of room would you prefer? 請問您喜歡哪一種房間？How would you like to settle your bill? 請問您的賬單如何處理？How long would you like to stay? 請問您要逗留多久？How many tickets would you like to buy? 請問您要買幾張票？4在提供建議協(xié)助、征求意見時，可使

7、用Shall I 或Would you like me to do ?Shall I draw the curtains? 請問需要我把窗簾拉上嗎？Shall I draw you a map? 請問要我為您畫一張地圖嗎？Shall I make the reservation for you? 請問要我為您安排預約嗎？（二）招呼語 Good morning. (用于中午以前)Good afternoon. (用于中午至下午六點以前)Good evening. (用于下午六點過后)在這些招呼語的后面接句子，例如：Good morning, sir. Are you checking-out?

8、早上好，先生，請問您要退房嗎？Good afternoon, sir. Welcome to LI JIA Hotel. 中午好，先生，歡迎光臨麗嘉酒店Good evening, Ms. May I help you? 晚上好，小姐，請問我能為您服務嗎？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。這里是服務臺，請問您需要服務嗎？（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.請對方再等一會兒Just a

9、moment, please.請稍等。Thank you for waiting.您久等了，先生。I am very sorry to have kept you waiting.很抱歉讓您久等了。Could you wait a little longer, please?請您稍候好嗎？3.要麻煩客人或是拒絕客人的要求時拒絕客人時，不要一口回絕說“No.”，要委婉一些。I am afraid I cant do that.不好意思，我恐怕沒辦法那樣做。Excuse me, sir. Please let me pass.不好意思，先生，麻煩讓我過一下。 4.道歉如果是自己的錯就說“I am

10、sorry.”; 如果是公司的錯，就說：“We are sorry.”。I am very sorry for the delay.很抱歉延誤了時間I am very sorry for the inconvenience.很抱歉造成您的不便。I would like to apologize for the mistake.為這個錯誤我深致歉意。5.客人對自己說“Thank you.”時回答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，可以說Here you are.您要的東西在這

11、里。Here is your room key.這是您的房間鑰匙。Here it is.這是您的東西。7 當客人準備離開時，可以說：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.希望不久能再次見到您。Thank you for staying with us.謝謝光臨。8當客人的英語難以理解時面對客人的疑問，不要只是一味地傻笑，或是一直說Yes, Yes.如果聽不懂事，要向客人提出疑問，或是先向對方說“Just a moment, please.”, 然后請求他人協(xié)助。Pa

12、rdon?對不起？Pardon me?對不起？I beg your pardon?對不起請再說一遍好嗎？Could you repeat that, please?請您重復一遍好嗎？若是不敢肯定對方所說的部分內容時，可以將不明白的部分重復一遍，如：Excuse me, sir. Do you mean you lost your room key？ 不好意思，先生，您是說您丟了房間的鑰匙？電話英語的應對1 接電話時不可以簡單地回答“Hello”,而應報上自己的公司或所屬單位的名稱。例 如：“Hello, this is Information Desk.”您好，這里是問詢處。“Informat

13、ion Desk speaking. May I help you?”問詢處，請問您要服務嗎?2.打錯電話時如果是外線打錯時，可以回答：I am afraid you have the wrong number.不好意思，您打錯電話了。This is the LI JIA Hotel, 2234-1156.這里是麗嘉酒店，電話是2234-1156。如果是總線轉錯內線時，可以回答：This is Room Reservations. Ill transfer your call to Restaurant Reservations.這里是客房預約處，我?guī)湍D接到餐廳預約柜臺。I am afrai

14、d 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，這是直接電話。我們無法為您轉接中式餐廳。請您改撥2234-1156好嗎？3.當負責的工作人員不在時I am afraid Mr.Lin is out at the moment. He should be back around 5 p.m.不好意思，林先生現(xiàn)在外出。他應該會在下午5點左右回來。I am afraid Mr.Hao is on another

15、line. Could you hold the line, please? 不好意思，郝先生正在講電話。請您在線上稍侯好嗎？Ill tell him to call you back when he returns.他回來時，我會請他回電。May I have your name and phone number, please?請告訴我您的大名和電話好嗎？4.當會話結束時結束電話中的對話時，不可以簡單說“bye-bye”,最好說：Thank you for calling.感謝您的來電。 You are welcome, sir.先生，不客氣。We look forward to hear

16、ing 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題，請和我聯(lián)絡。 三柜臺服務B=行李服務員（Bellman）C=服務員 (Clerk)H=客房服務員（Housekeeping）BC=領班（Bell Captain）G=客人（Guest）To the Front Desk.帶客人到柜臺B: Good evening, Ms. Welcome to China-trust Hotel.小姐，晚安。歡迎光臨中信酒店。G: Thank you.謝謝你。B: How many piece

17、s of luggage do you have?請問您有多少件行李？G: Just this three.只有這3件。B: Two suitcases and one bag. Is that right?2個旅行箱和1個手提皮包，這樣對嗎？G: Yes. Thats all.對，就這些了。B: Ill show you to the Front Desk. This way, please. Ill put your bags by the post over there.我來帶您到柜臺，這邊請。我先將您的行李放在柱子旁邊。G: I see, thanks.我知道了，謝謝。B: A bel

18、lman will show you to your room when you have finished checking-in.當您辦好住宿登記時，行李服務員會帶您到房間。G: OK. Fine.好極了。 B : Please enjoy your stay. 祝您住宿愉快。 Taking a guest to the room 酒店前臺預定英語對話Front Desk: Royal Hotel, can I help you? 前臺：皇家酒店，我能為您服務嗎？ John: Yes. I need a room for three days from May 2 to May 4. Do

19、 you have any vacancies? 約翰：我想訂一個房間，五月2號到4號，請問你們還有空房嗎？ Front Desk: Yes, we have. What kind of room would you like? 前臺：還有空房。您需要什么樣的房間？ John: I'd like a suite with an ocean view, please. 約翰：我想要一個可以看到海景的套房。 Front Desk: No problem, sir. 前臺：沒問題，先生。 John: How much will that be? 約翰：價格如何？ Front Desk: It

20、's RMB 400 per night. 前臺：每晚400元。 John: That's a little high. I'm told your hotel is offering a discount now. 約翰：價格有點高。我聽說你們酒店正在打折。 Front Desk: Yes, we were, but the offer ended yesterday. I'm sorry. 前臺：是的，但打折期昨天就結束了。很抱歉。 John: Oh, I see. Then do you have anything less expensive? 約翰：我

21、明白了。那么你們是否還有其他便宜一點的套房？ Front Desk: No, sir. This is the least expensive suite we have at the moment. 前臺：沒有了，先生。到目前為止，這是最便宜的套房。 John: OK, I'll take it. By the way, does the price include breakfast? 約翰：那好吧，我就預定它了。順便問一下，房價是否包括早餐？ Front Desk: Yes, it does. Now could I have your name, please? 前臺：是的，包

22、括早餐?，F(xiàn)在我能問一下您的名字嗎？ John: My name is John Deep. 約翰：我叫John Deep。 Front Desk: Would you kindly spell that for me? 前臺：您能拼一下嗎？ John: That is J-o-h-n D-e-e-p. 約翰：J-o-h-n D-e-e-p. Front Desk: Thank you. How many nights would you like to stay? 前臺：謝謝。另外您預計在此停留多久？ John: Three nights, from May 2 . 約翰：三天，五月2號開始。

23、 Front Desk: Certainly, sir. Our check-in time is after 1:00pm. We look forward to seeing you. 前臺：好的。我們的登記時間是在下午一點鐘之后。靜候您的光臨。 John: Thank you. 酒店常用英語口語100句 1、Good morning ，sir（madam）早上好，先生（小姐）2、Good afternoon ，ladies and gentlemen下午好，女士們，先生們。3、Good evening ，miss Price晚上好，普萊絲小姐。4、How are you today ，M

24、r Brown ？你今天好嗎？布朗先生。5、Im quite well ，thank you.我很好，謝謝你。6、Hs good to see you again ，sir（madam）再次見到你真高興，先生（小姐）7、Nice to meet you ，sir.見到你真高興，先生。Titles（稱呼）8、Are you Mrs.Best？你是貝絲特夫人嗎？9、You must be professor Ford.你一定是福特教授。10、May I know your name，sir（madam）？我可以知道你的名字嗎？先生（小姐）。11、Heres a letter for you ，Dr

25、 white.懷特醫(yī)生，這兒有你的一封信。12、youre wanted on the phone，Captain Smith.史密斯船長，有你的電話。13、Welcome to our hotel， miss Henry.歡迎來到我們酒店，享利小姐。14、May I be of service to you，Mr Baker ？我能為你服務嗎？貝克先生？15、Can I help you， Ms Blake？我能幫你嗎？布雷克小姐？16、Would you take the seat ，young lady ？請坐，小姐，Offering Help 主動提出幫助17、May I help y

26、ou ？18、Can I help you？我能幫你嗎？19、What can I do for you ？我能為你作什么？20、 May I take your ba for you？我可以為你拿你的手提包嗎？21、 May I help you with your suitcase？我能幫你拿你的箱子嗎？22、 Would you like me to call a taxi for you ？你需要我為你叫一輛出租車嗎？23、 Thank you very much.非常感謝24、 Thanks for the trouble .麻煩你了25、 Itsvry kind of you？你真

27、是太好了26、 No，thanks.不用了，謝謝！Answers to Thanks對感謝語的應答27、 Youre welcome.歡迎你28、 Not at all.不用謝29、 Thats all right.沒關系30、 Dont mention it.別提了31、 Its my plcasurc.這是我的榮幸Expressing welcome 表示歡迎32、 Welcome ，sir（madam）。歡迎光臨，先生（小姐）33、 Welcome to our hotel ，sir （madam）。歡迎光臨我們酒店，先生（小姐）34、 Welcome to our western re

28、staurant.歡迎來我們西餐廳35、Were glad to have you here.我們很高興你來到之兒36、Im always at your service ，sir （madam）。隨時為你效勞，先生（小姐）。Apologies 表示道歉37、Im sorry，sir （madam）。對不起，先生（小姐）。38、Im very sorry.非常抱歉。39、Im sorry to trouble you.對不起打擾你了。40、Im sorry to have taken so much of your time.對不起占用你太多時間了。41、Im sorry to have ke

29、pt you waiting .對不起讓你久等。42、Excuse me for interrupeing you.原諒我打撓你了。43、I hope youll forgive me.我希望你能原諒我。Answers to Apology（對道歉語的應答）44、It doesnt matter.沒關系。45、Its nothing.沒什么。46、Never mind.別放在心上。47、Thats nothing.沒什么。48、Dont bother about that.別再想它。49、Dont worry about it.別擔心。50、Dont apologize， It was my

30、fault.別道歉，這是我的錯。Good wishes（良好祝愿）51、Have a good time！祝你們玩得愉快！52、Have a nice evening！祝你晚上愉快。53、Happy Birthday！生日快樂。54、Merry Christmas！圣誕快樂。55、May you succeed祝你成功Parting（分手再見）56、 Goodbye and good luck.再見，祝你好運。57、Hope youll have a nice trip.希望你旅途愉快。58、Wish you a pleasant journey .祝你旅途愉快。59、Happy landin

31、g.祝你安全抵達。60、Bon voyage.一帆風順。61、Hope to see you again.希望再次見到你。62、Good night.晚安。63、See you Tomorrow.明天見。SelfIntroduction （自我介紹）64、Im henry ，Im from Golden Lake Hotel， Imhere to meet you .我叫享利，來自金湖酒店，我是來接您的。65、My name is Irene ，Im the housekeepingDepartment waiter.我的名字是艾琳，我是管家部服務員。66、Im the receptionis

32、t here ，welcome to our hotel.我是這兒的接待員，歡迎來到我們酒店。67、Reservations ，May I help you ？預訂部，我能幫你嗎？68、Room service ，May I come in ？送餐服務，我可以進來嗎？69、This is Henry Adams speaking.我是享利。亞當斯。Affirmative Responses （肯定回答）70、Surely.當然可以。71、Certainly ，sir （madam）。當然可以，先生（小姐）。72、Yes，sir，（madam）。是的，先生（小姐）。73、Thats true ，

33、sir （madam）。是這樣的，先生（小姐）。74、Very well.非常好。Negative Responses（否定回答）75、No ，sir （madam）。不，先生（小姐）。76、I dont think so.我不這樣認為。77、Of course not.當然不。78、Im afraid thats not a good idea.恐怕，那個主意不好。Useful Questions 常用問句79、What do you prefer ，tea or coffee？你喜歡什么？茶還是咖啡。80、Woulld your please sign here ？請在這兒簽名好嗎？81、

34、A table for two？兩人的一張臺嗎？82 、How long do you plan to stay ？你計劃住多久。83、Could you please spell your name ？請拼一下你的名字嗎？84、What kind of room would you like ？你要哪類房間？85、May I see your passport ？我可以看你的護照嗎？86、May I have your tetephone number ？我可以知道你的電話號碼嗎？87、Whats the trouble， sir？你怎么啦？先生。88、Shall I call a doct

35、or for you ？我為你叫一個醫(yī)生嗎？89、Dir you eyoy the play？你喜歡這個節(jié)目嗎？90、Do you like this song？你喜歡這首歌嗎？Useful expressions 慣用表達語91、Enjoy you breakfast ，sir ？請享用你的早餐，先生。92、Here is the menu.給你菜譜。93、The service guide is on the desk.服務指南在桌面上。94、The swimmcing pool is over there .游泳池在那邊。95、Go ahead ，please.請接著講。96、The l

36、ine is busy .線路正忙。97、You look grest .你看上去真棒。98、Please consult the song list .請翻閱點歌單。99、Its a very touching story.這是一個非常感人的故事。100、Without music，the world would be dull.如果沒有音樂，這世界將會變得很沉悶。酒店常用英語（一） Part one : general expressions1) Good morning (afternoon ,evening),sir (madam).早上好（下午、晚上好），好，先生（夫人）2) How

37、 do you do? (- how do you do ?)您好！3) Hello (or hi )!您好！4) How is everything (with you )?（您的）一切都好嗎？5) How are you getting on ( or along ) these days ?這幾天過得怎么樣？6) How are you ? (- Fine ,thank you .and you? )您的身體好嗎？7) Glad (nice ) to see you .見到您很高興。8) Welcome to our hotel.歡迎到我們的酒店來！9) Its nice to meet

38、 you again , Mr. Johnson .再次見到您太好了，約翰遜先生。10) Good bye.(or bye-bye)再見！11) Good night.晚安（晚間告別用）12) Have a good rest.祝您休息好！13) See you later (tomorrow).以后（明天）見！14) Hope to see you again soon.希望不久再見到您！15) Have a good time.祝您過得愉快！酒店處理投訴英語 Key Sentences（重點句子）128Can you change the room for me？ It's too

39、 noisy能給我換個房間嗎？這兒太吵了。129My wife was woken up several times by the noise the baggage elevator made我妻子被運送行李的電梯發(fā)出的嘈雜聲弄醒了幾次。130She said it was too much for her她說這使她難以忍受。131I'm awfully sorry，sir非常對不起，先生。132I do apologize我向您道歉。133No problem，sir沒問題，先生。134We'll manage it，but we don't have any sp

40、are room today我們會盡力辦到，但是今天我們沒有空余房間。135Could you wait till tomorrow？等到明天好嗎？136I hope we'll be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep我希望明天晚上我們能呆在一套安靜的房間里睡個好覺。137And if there is anything more you need， please let us know如果還需要別的什么東西，請告訴我們。138The light in this

41、 room is too dim這房間里的燈光太暗了。139Please get me a brighter one請給我換個亮的。140Certainly，sirI'll be back right away好的，先生，我馬上就回來。141The room is too cold for meI feel rather cold when I sleep這房間太冷了，我睡覺時感到很冷。Dialogue AA guest（B） wants to change a roomHe goes to the assistant manager（A）A：Good morning，sirWhat

42、can I do for you？B：I'm BellI'm in Room 908Can you change the room for me？It's too noisyMy wife was woken up several times by the noise the baggage elevator madeShe said it was too much for herA：I'm awfully sorry，sirI do apologizeRoom 908 is at the end of the corridorIt's possible

43、 that the noise is heard early in the morning when all is quietB：Anyhow，I'd like to change our roomA：No problem，sirWe'll manage it，but we don't have any spare room todayCould you wait till tomorrow？The American People-to-people Education Delegation will be leaving tomorrow morningThere&#

44、39;ll be some rooms for you to choose fromB：All rightI hope we'll be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleepA：Be sureI'll make a note of thatEverything will be taken care ofAnd if there is anything more you need，please let us knowDialogue BA：Good eveni

45、ng，ma'amDid you ring for service？What can I do for you？B：YesThe light in this room is too dimPlease get me a brighter oneA：Certainly，sirI'll be back right awayDo you mind if I move your things？B：Oh，noGo aheadA：Thank youHow is the light now？B：It's much better nowThank youA：You're welc

46、omeAnd if you need any other things，please let us knowB：Ah，yes，the room is too cold for meI feel rather cold when I sleepCan you turn off the air-conditioning？A：（Checks）The air-conditioning is already off，ma'amB：Maybe I'm getting a coldA：Would you like an extra blanket？B：OKAnd would you plea

47、se get me some hot water，too？I think I need to take some medicineA： Certainly，ma'amI'll be right backhere is a blanket，and hot water for youAnything else？B：No，thanksA：Good night，ma，amWords and Expressionselevator n電梯corridor n走廊，回廊delegation n代表團extra a額外的，外加的blanket n羊毛毯，毯子，毛氈3.要麻煩客人或是拒絕客人的

48、要求時拒絕客人時，不要一口回絕說“No.”，要委婉一些。I am afraid I cant do that.不好意思，我恐怕沒辦法那樣做。Excuse me, sir. Please let me pass.不好意思，先生，麻煩讓我過一下。4.道歉如果是自己的錯就說“I am sorry.”; 如果是公司的錯，就說：“We are sorry.”。I am very sorry for the delay.很抱歉延誤了時間I am very sorry for the inconvenience.很抱歉造成您的不便。I would like to apologize for the mist

49、ake.為這個錯誤我深致歉意。5.客人對自己說“Thank you.”時回答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，可以說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 當客人準備離開時，可以說：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.希望不久能再次見到您

50、。Thank you for staying with us.謝謝光臨。前臺接待的英語 酒店前廳接待常用的27句英語口語！1I'd like to book a double room for Tuesday next week下周二我想訂一個雙人房間。2What's the price difference？兩種房間的價格有什么不同？ 3A double room with a front view is 140 dollars per night，one with a rear view is 115 dollars per night一間雙人房朝陽面的每晚140美元，背陰

51、面的每晚115美元。4I think I'll take the one with a front view then我想我還是要陽面的吧。5How long will you be staying？您打算住多久？6We'll be leaving Sunday morning我們將在星期天上午離開。7And we look forward to seeing you next Tuesday我們盼望下周二見到您。8I'd like to book a single room with bath from the after-noon of October 4 to t

52、he morning of October 10我想訂一個帶洗澡間的單人房間，10月4日下午到10月10日上午用。9We do have a single room available for those dates我們確實有一個單間，在這段時間可以用。10 What is the rate， please？請問房費多少？11The current rate is 50 per night現(xiàn)行房費是50美元一天。12 What services come with that？這個價格包括哪些服務項目呢？13That sounds not bad at all I'll take it聽

53、起來還不錯。這個房間我要了。14 By the way， I'd like a quiet room away from the street if the is possible順便說一下，如有可能我想要一個不臨街的安靜房間。15Welcome to our hotel歡迎光臨。16So you have got altogether four pieces of baggage？您一共帶了4件行李，是不是？17 Let me have a check again讓我再看一下。18The Reception Desk is straight ahead接待處就在前面。19After you， please你先請。20Excuse me， where can I buy some cigarettes？勞駕。我到哪兒可買到香煙？21There is a shop on the ground floor一樓有個商店。22It sells both Chinese and foreign cigarettes在那兒可買到中國香煙和外國香煙。23Can I a