酒店前台日常英语口语培训.doc

酒店前台日常英语口语培训

时间：2个小时

地点：酒店大堂

人员：前厅部全体员工

目的：全面掌握前台日常英语口语，提高服务水平，整体提升服务质量。

第一章 预订
Key Sentences例句
1. Good morning/evening. Reservation. May I help you?
早上好/晚上好，这里是...酒店客房预订部，请问需要什么帮忙吗？
2. What can I do for you? 我能为您帮什么忙吗？
3. Hold on line, please. Could you please hold on? 请稍等（电话中） 请稍等，好吗？
4. Could you wait a minute, please? 请稍等，好吗？
5. Are you with a company? 您是公司预订吗？
6. May I know you departure date? 请问您的离店日期是哪天？
7. How long will you stay with us? 请问您住几天？
8. How many people are there in your party? 您们一共几个人？
9. That will be four nights. 四个晚上。
10. May I know the arrival date, please? 请问哪天入住？
11. Is it just for tonight? 请问只住今天一晚吗？
12. When do you check in? 请问您什么时候入住？
13. Would you like a single room or a double room? 请问你想订单人间还是双人间？
14. What kind of room would you like/prefer? 请问您喜欢什么样的房间？
15. Would you please tell me your full name, please? 请问您的全名是？
16. And your address, please? 请问您的地址？
17. May I know you telephone number, Mr Smith? 史密斯先生，请问您的电话号码是？
May I know your company name and how would you like to settle your payment?请问您的公司全称及付款方式？
How would you like to guarantee your reservation?请问您的担保方式是？
May I take your credit card number or Guarantee letter for the guarantee?请提供您的信用卡号码或担保信给我做为担保。
18. We have a single available for those dates. 我们还有一些单人间可以接受预订在那个时间段。
19. It‟s all right for the next week. 下个星期没有问题。
20. We do have a vacancy for those dates. 那段时间我们可以接受预订
21. Yes, you can have a room on Saturday. 是的，星期六您可以订到房间。
22. I‟m afraid we won‟t be able to guarantee you a room after the 16th. We usually have high occupancies in the peak seasons.
恐怕十六号后我们不能保证有房间提供给您，那段时间是我们的入住高峰期。
23. I‟m sorry, but we‟re fully booked for single rooms. Would you like to have a double one?
很抱歉我们的单人间已经订满了，给您订双人间怎么样？
24. I‟m sorry, but the hotel is full on that date. 很抱歉，那天我们酒店的客房已经住满了。
25. I‟m sorry, we don‟t have any room available for that week. 很抱歉，我们那周的预订已经全满了。
26. Service isn‟t included in the room rate. 服务费不包含在房费里
27. Above rate is subject 15% service expense. 以上报价需另付15%服务费
28. We offer 10% discount for group reservation, sir. 先生，团队预订可以打九折。
29. Mr.smith,let me repeat your reservation to ensure it is correct. you will arrive before……。
史密斯先生，我跟你确认一下你的预订内容：你的抵达日期是。。。。。。

第二章 前台接待
1.Have you a reservation？ 您预定过了吗？
2.The bellman will show you the way to the banquet hall. 行李员将领您去宴会厅
3.Would you please complete this registration form? 请填写这张登记表
4.Could you sign your name.please? 请签上您的姓名
5.May I see your passport please? 请出示您的护照
6.May I know your name and room mumber？ 请告诉我您的名字与房间号码。
7.May I have your passport or ID Card please？ 请出示您的护照或身份证。
8.How would you like to make payment,By credit Card or By Cash? 请问您想用现金付款还是用信用卡付款？
9.Can I have your credit card imprint?
请出示您的信用卡，我们需要用它来压卡？
10.Would you please pay 1000as deposit? We will return the balance to you when you check out.
请您付1000元押金，我们将在您退房时将余额退还您
11.Here is your room key。 这是您的房间钥匙
12.Your room number is 246 on the second floor. 您的房间在二楼的246房。
13.Here is your key card 这是您的房卡
14.I‟ll get the bellman to take your luggage up. 我会叫行李生帮您把行李送到房间
15.The bellman here will take your luggage and show you the way. 这里的行李生会为您提行李，并为您带路
16.We‟ll extend the reservation for you . 我们可以为您延长预订
17.Are you checking out today? 您今天可以结帐吗？
18.Would you like to check out now? 您今天要退房吗？
19.Please pay at the cashier‟s desk over there 请到那边帐台付款
20.If there‟s anything you need, just ring reception. 如果您需要什么，就打电话给服务台。
21.Because of the bad weather, the swimming pool won‟t be open today. 因为天气不好，今天游泳池不开放。
22.The phone number of our hotel is xxxxxxx. 我们酒店的电话号码是xxxxxxx.
23.Please dial 9 before you dial the number. 拔号码前请先拔9.

第三章 总机
1Good morning (afternoon, evening), operator, speaking, may I help you? 您好！这里是总机 ，能帮您忙吗？ FROM OUTSIDE 外线打来
Good morning (afternoon, evening),.May I help you? 您好！有什么可以帮您？
2. Hold the line please, sir/madam, we‟ll put you through to Dept./guest name. 先生/小姐，请您稍等，我帮您接去 （部门）/接洽 （人名）。
3. I‟m sorry, sir/madam, the line is busy, would you mind calling back later? 很抱歉，先生/小姐，电话占线，请您稍候再打。
4. I‟m sorry to hear that, sir/madam, may I ask him/her to call you back when the line is free? 很抱歉，先生/小姐，线路畅通后我即刻通知他/她回电给您。
I‟m sorry to hear that, sir/madam, would you mind hinging up, and we will call you back when we get through to .
对不起，先生/小姐，请您先挂下电话，接通 之后，我们立即转给您。
5. Would you please hang up, sir/madam, we‟ll call you back shortly. 先生/小姐，请您先挂下电话，我们会很快回电给您。
6. Could you speak more slowly, please? 对不起，请您讲慢一点儿，好吗？
7. Could you repeat that, please? 对不起，请您再说一遍好吗？
8. Could you speak a little louder, please? 对不起，请您说大声点儿，好吗？
9.Your name please? / Who is speaking, please? The guest‟s name, please? 您贵姓？请问客人姓名？
10. What number are you calling, please? 请问，您拔的号码是什么？
11. Where are you calling from, please? 请问您从哪儿打来？
12. Could you try again for me, please? 请您帮我试一次，好吗？
13. Could you check it for me, please? 请您帮我查一下，好吗？
14. Could you give me a wake up please? 能给我一个叫醒服务吗？ Sure, at what time, please? 好的，请问几点钟叫早？
15. We‟ll call you tomorrow morning at And good night, Mr/Ms
我们会在明晨 点叫醒您；晚安， 先生/小姐
16.Good morning, Mr/Ms , this is your wake up call, have a nice day. 早上好！ 先生/小姐，叫醒服务，祝您一天愉快。
17. May I know if it‟s a paid call or a collect call? May I know if it‟s a person to person or a station call? 请问是自付电话还是受付电话？请问是叫人还是叫号？
18. I‟m afraid that collect call can not be station call, would you like to make it a paid call? 很抱歉，叫号电话不能受付，自付好吗？

19. You may call directly from your room, sir/madam. 先生/小姐，您可以从房间直接拨电话出去。
20. Mr/Ms There is a collect call from Mr/Ms in ,will you accept the charges? 先生/小姐，这里有 先生/小姐从 打来的受付电话，请问您接吗？
21.Please dial 9 first, and then dial the country code, area code and then the telephone number.
请先拨9，然后是国家代号，地区代号，最后是电话号码。
22. Good morning/afternoon/evening, it‟s operator speaking, have you finished the call to ? It lasted for minutes and costs , we‟ll add it to your room bill.
您好！我是酒店接线员，请问电话打完了吗？共 分钟， 钱，我们将会把它加在您的房间帐单上。
23. The price of a call to is per minute. 打去 ，每分钟收费 钱。
24. Could you please place the call for me? 请帮我挂个电话好吗？
Sure, sir/madam, the telephone number please. 当然，先生/小姐，请问号码是多少？
25. I‟m sorry to keep you waiting, sir/madam. 对不起，先生/小姐，让您久等了。
26. Would you please page for me? 请帮我传呼 ，好吗？
27. I‟m afraid she/he didn‟t answer yet. 对不起，他/她还没回电话。
28. We‟ll page hold the line please. 我们马上传呼 ，请别挂线。
29.You were paged by sir/madam, now I‟ll connect you with him/her, hold the line please. - 先生/小姐传呼您，我马上帮您接通，请稍等。
30. Certainly, your name (co. name, Tel no.) please. Certainly, your message please.
当然，请问贵姓？当然请问留言是……
31. We‟ll make sure that the message will be conveyed to the guest. 我们一定会把留言转交给客人。
32. Mr/Ms here is a message for you, and the message is 先生/小姐，这儿有您的留言。
33.May I know what the matter is so that I could inform the Duty Manager to assist you immediately. 请问发生了什么事？我马上通知大堂经理来帮您？
34. it is am/pm in morning/afternoon. 现在是早上（上午） 。
35.I‟m afraid all calls to guest room must go through the operator. 对不起，所有打到客房的电话都要通过我们接线生转。
36.May I speak to , please? 请问， 在吗？
37. The line was bad 线路有故障 The line was noisy 线路有噪音
The voice was too faint to here 声音太轻，听不见
I was cut off in the middle of the call 我讲了一半电话就断了
There was a lot of interference on the line. 线路干扰很多
I had a crossed line 电话串线了
38. I‟m sorry to hear that, sir/madam. I‟m sorry for that, sir/madam. I‟ll let the person in charge know. 很抱歉，先生/小姐，我马上通知有关人员。
I‟ll inform the Duty Manager to assist you. 我马上通知大堂经理来帮您（来处理）。
39. Thank you sir/madam 谢谢您，先生/小姐。
You‟re welcome, sir/madam It‟s my pleasure 不客气，先生/小姐。
Yes, we‟ll be glad to help you No, I‟m afraid that, sir/madam 很抱歉，我们恐怕不能（没有）。
Excuse me Pardon me对不起，请再说一遍。

第四章 行李员
1.Are these your baggage？ 这些是您的行李吗？
2. May I take them for you？ 我来帮您拿好吗？
3.Please show me your room key。 请让我看看你的房间钥匙
4.This way please 请走这边
5.Your entire luggage is here,seven pieces in all. 您的行李都在这里,共七件.
6.May I show you the room facilities？ 我给您介绍一下房间的设施好吗？
7.Here is a brochure explaining hotel services. 这里有个小册子介绍饭店各项服务
8.If you want to have your room cleaned extra quickly,please hang the Cleaning Sign on the door.
如果您希望您的房间早些整理好，请将这“请打扫”的牌子挂在门上
9.There is a recreation center on the ground floor. 一楼有一个娱乐中心
10.Shall I turn the cooling up? 我把冷气开大些，好吗？
11.Shall I turn the heating down? 我把暖气开小些，好吗？
12.Your bags will be kept at the bell captain‟s desk. 你的包将存放在行李处。
13.Could you come down to the bell captain‟s Desk with your claim tag to pick up your bags? 请您拿着行李牌，来行李部取您的包。
14.We have a sauna bath with a massage service there.,too. 在那里还有桑拿浴室并提供按摩服务。
15.If you want a taxi,you can ask the reception to get one for you. 如果您要出租车，您可以请服务台为您叫一辆。