酒店英语口语.doc

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What’s 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 don’t know.”回答“不知道”是非常不礼貌的说法。
可以说“just a moment, please. I’ll 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。
二.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。
1． 自己要做什么事时，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？
2． 麻烦客人时，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？
3． 询问客人的喜好或是做什么时，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？ 
4． 在提供建议协助、征求意见时，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 can’t 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． 当客人准备离开时，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？
电话英语的应对
1． 接电话时不可以简单地回答“Hello”,而应报上自己的公司或所属单位的名称。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 LI JIA Hotel, 2234-1156. 这里是丽嘉酒店，电话是2234-1156。 
如果是总线转错内线时，可以回答：
This is Room Reservations. I’ll 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 
I’ll 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。
三．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. That’s all.对，就这些了。
B: I’ll show you to the Front Desk. This way, please. I’ll 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

酒店前台英语口语：客人入住

1. What name is the reservation under?
您预订时用的名字是？

2. How long will you be staying?
您打算住多久？

3. Are you planning on checking out tomorrow?
您打算明天就离开吗？

4. I'm afraid you can't check in until after 4:00 pm.
恐怕您只能在下午四点以后才能入住。

5. Complimentary breakfast is served in the lobby between 8 and 10 am.
您可以在早晨8点到10点到大厅享受住宿附送的早餐。

6. I'll give you two room keys.
我会给您两套房间钥匙。

7.The dining room is on the main floor at the end of the hall.
餐厅在一层大厅最里面。

8.The weight room and sauna are on the top floor.
健身房和桑拿室在顶层。

9.Just call the front desk if you need any extra towels or pillows.
如果您还需要毛巾或枕头，请给前台打电话。
酒店常用英语口语：如何用英语订房
Front Desk: Royal Hotel, can I help you?
皇家酒店，我能为您服务吗？
Tom: Yes. I urgently need a room for tomorrow night, and do you have any vacancies?
我急需一个房间要明晚住，请问你们还有空房吗？
Front Desk: Yes, we have. What kind of room would you like?
还有空房。您需要什么样的房间？
Tom: I'd like a suite with an ocean view, please.
我想要一个可以看到海景的套房。
Front Desk: No problem, sir.
没问题，先生。
Tom: What is the price of the suite?
价格如何？
Front Desk: It is US$ 280 per night.
每晚280美元。
Tom: It is a little high. I'm told that your hotel is offering discount now.
价格有点高。我听说你们酒店正在打折。
Front Desk: Yes, but the offer ended yesterday. I'm sorry.
是的，但打折期昨天就结束了。很抱歉。
Tom: Oh, I see. Then do you have anything less expensive?
我明白了。那么你们是否还有其他便宜一点的套房？
Front Desk: No, sir. So far it is the least expensive suite for tomorrow night.
没有了，先生。到目前为止，这是能为明晚提供的最便宜的套房。
Tom: OK, I will take it. By the way, does the price include breakfast?
那好吧，我就预定它了。顺便问一下，房价是否包括早餐？
Front Desk: Yes, it does. Now could I have your name, please?
是的，包括早餐。现在我能请问您的尊姓大名了吗？
Tom: My name is Tom Zhang.
我叫汤姆，张。
Front Desk: Would you kindly spell it for me?
您能拼读一下吗？
Tom: That is T-O-M, Z-H-A-N-G.
T-O-M，Z-H-A-N-G。
Front Desk: Thank you, I got it. And how long do you expect to stay?
谢谢，我记下了。另外您预计在此停留多久？
Tom: About three days.
大约三天。
Front Desk: OK. Our check-in time is after 1:00pm. And se
ee you tomorrow.
好的。我们的登记时间是在下午一点钟之后。明天见。
Front Desk: Thank you. See you.
谢谢。明天见。
酒店英语：预订房间英语口语

1．I'd like to book a double room for Tuesday next week.
下周二我想订一个双人房间。

2．What's the price difference?
两种房间的价格有什么不同？

3．A double room with a front view is 140 dollars per night, one with a rear view is 115 dollars per night.
一间双人房朝阳面的每晚140美元，背阴面的每晚115美元。

4．I think I'll take the one with a front view then.
我想我还是要阳面的吧。

5．How long will you be staying?
您打算住多久？

6．We'll be leaving Sunday morning.
我们将在星期天上午离开。

7．And we look forward to seeing you next Tuesday.
我们盼望下周二见到您。

8．I'd like to book a single room with bath from the after-noon of October 4 to the morning of October 10.
我想订一个带洗澡间的单人房间，10月4日下午到10月10日上午用。

9．We do have a single room available for those dates.
我们确实有一个单间，在这段时间可以用。

10．What is the rate, please?
请问房费多少？

11．The current rate is $ 50 per night.
现行房费是50美元一天。

12．What services come with that?
这个价格包括哪些服务项目呢？

13．That sounds not bad at all. I'll take it.
听起来还不错。这个房间我要了。

14．By the way, I'd like a quiet room away from the street if the is possible.
顺便说一下，如有可能我想要一个不临街的安静房间。
酒店前台英语口语：欢迎问候用语

1. Good morning(afternoon, evening), sir(madam)
早上（下午. 晚上）好，先生（夫人）。

2. How do you do? 您好！（初次见面）
Glad to meet you. 很高兴见到您。

3. How are you? 您好吗？
Fine, thanks. And you? 很好，谢谢。您好吗？

4. Welcome to our hotel (restaurant, shop).
欢迎到我们宾馆（餐厅. 商店）来。

5. Wish you a most pleasant stay in our hotel.
愿您在我们宾馆过得愉快。

6. I hope you will enjoy your stay with us.
希望您在我们宾馆过得愉快。（客人刚入店时）
I hope you are enjoying your stay with us.
希望您在我们宾馆过得愉快。（客人在饭店逗留期间）
I hope you have enjoyed your stay with us.
希望您在我们宾馆过得愉快。（客人离店时）

7. Have a good time!
祝您过得愉快！

8. ***hotel, front desk. Can I help you?
***饭店，前厅。您找谁？

9. Sorry, I've dialed the wrong number.
对不起，我拨错号了。

10.May I speak to your general manager?
能和你们总经理说话吗？
Speaking. 我就是。

11.Sorry, he is not in at the moment.
对不起，他现在不在。
Would you like to leave a message?
您要留口信吗？

12.Pardon.
对不起，请再说一遍，好吗？
I beg your pardon.
对不起，请再说一遍，好吗？
酒店日常服务常用英语口语

Daily Service 日常服务

-(Knocking at the door.)-(敲门。)

-May I come in?-我可以进来吗?

-Come in,please.-请进。

-Please don't come in.-请不要进来。

-Just a moment(a minute),please.-请稍等一下。

-I'm sorry to disturb you.May I clean the room,sir?-对不起打扰你了，我来打扫一下房间好吗?

-All right.Come in,please.-好的，请进来。

-Please clean it when I am out.-我马上要出去，请等一会儿打扫。

-May I change the water of the thermos now?-我现在可以换水吗?

-Yes,please.-请换吧。

-Some of my friends will come and see me this afternoon.Will you please give me some more hot bottles and tea cups?
-下午我有几位朋友来访，请给加些热水瓶和茶杯。

-Well,we'll send tea into the room when the visitors come.
-好，客人来访我们会端茶进来的。

-By the way,is there any mail for me?-顺便一下，有我的邮件吗?

-No.If there is,I'll give it to you in time.-没有。如果有的话，我会及时给你送来的。

-Why did you come in without my permission?-你为什么没经我允许就进来了?

-It's my negligence.I beg your pardon.-我疏忽了，请你原谅。

-I come and make the bed.Shall I do it now or later?-我来做夜床，你看是现在做还是等会儿做?

-Since you have come,you may do it now?-既然来了，现在就做吧。

-Here's your clean laundry.you'd better check it.-衣服洗好了，请您过目。

-I am collecting the fee of the long distance call.-我来收长途电话费。

-This is the bill for the room rent of half a day.-这是补半天房金的帐单。

-Here is a telegram for you.-这儿有一封你的电报。

-Why is it unsealed?-它怎么被拆开了?

-Because there is no name of the receiver
r on the envelope,therefore the clerk unsealed it in order to find out the name of the receiver.

-因为电报封面没有收报人姓名，服务台为了查对姓名而拆开的。

-Have you lost anything today,sir?-先生，你今天丢过什么东西吗?

-Yes,a wallet.I'm looking for it now.-丢了一只皮夹子，我正在找呢。

-What is there in the wallet?-皮夹子里有些什么?

-My daughter's photo and some money.-有一张我女儿的照片，还有一些钱。

-Look,is this wallet yours?-看，这只皮夹子是不是你的?

-Yes,it's mine.Thank you ever so much.-是我的，太感谢你了。

-I want to borrow China Daily of these days.-我要看这几天的《中国日报》。

-Please get some copise of China Pictorial for me.-请拿几份《中国日报》给我。

-Please bring some chairs for me.-请拿几把椅子来。

-Please get me some soap.-卫生间的肥皂要添了。

-The slippers are wornout.Change them for me,please.-拖鞋坏了，请给换一双。

-Get a hot-water bottle,please.-请拿一只热水瓶给我。

-I feel a bit cold when I sleep.Please get me a blanket.-我睡得有点冷，请给我加一条毯子。

-I need another pillow.-我需要加一只枕头。

-All right,I'll get it for you right away.-好的，我就去拿。

-Just a moment,I'll do it right now.-请稍等一下，我马上给你办好。

-Excuse me.-对不起。

-I am sorry.-很抱歉。

-I beg your pardon.-请你原谅。

-Pardon me for interrupting.-对不起打扰你们了。

-Please excuse me for coming so late.-请原谅我来迟了。

-I'm sorry I was so careless.-很抱歉我太粗心了。
预订早餐的英语情景对话
侍者:
Can I take your order now?
现在可以点菜了吗？
客人:
Yes， I‘d like the eggs and sausage breakfast.
好的，我想要鸡蛋香肠早餐。
侍者:
How would you like your eggs?
请问鸡蛋你需要怎样烹饪？
客人:
Poached，please.
煮的。
侍者:
And，to drink?
那饮料呢？
客人:
A cup of tea.
请来一杯茶。
侍者:
Will that be all?
就这些吗？
客人:
Yes.
是的。
酒店英语口语：工程部日常实用英语口语

1. There seems to be something wrong with the toilet．
我房间里的抽水马桶好像出了点毛病。

2. Well send someone to repair it immediately．
我们会马上派人来修的。

3. Whats the trouble？
哪儿坏啦？

4. The toilet doesnt flush．
抽水马桶不放水了。

5. Let me see．Oh，its clogged．
让我看看。噢，堵住了。

6. The water tap drips all night long．
水龙头一整夜滴水。

7. Some part needs to be replaced．I will be back soon．
有个零件要换了。我片刻就来。

8. Ah，Im afraid theres something wrong with the TV．
噢，电视机好像有些毛病。

9.The picture is wobbly．
图像不稳定。

10.Im sorry．May I have a look at it？
很遗憾，我可以看看吗？

11.Ill send for an electrician from the maintenance department．
我去请维修部的电工来。

12.We can have it repaired．
我们能找人修理。

13.Please wait just a few minutes．
请稍等几分钟。

14.The TV set is not working well．
电视机有毛病了。

Dialogue A

A：Housekeeping．Can I help you？

B：Yes，there seems to be something wrong with the toilet．

A：Well send someone to repair it immediately．Whats your room number，please？

B：1287．

A：May I come in？

B：Come in．

A：Whats the trouble？

B：The toilet doesnt flush．

A：Let me see．Oh，its clogged…Its all right now．You may try it．

B：Yes， its working now．Thank you．

A：Youre welcome．Anything else？

B：The water tap drips all night long．I can hardly sleep．

A：Im very sorry，sir．Some part needs to be replaced．I will be back soon．

Dialog
gue B

B：Ive locked myself out of the room．May I borrow a duplicate key？

A：Dont worry，Mr Bell．Ill open the door for you．

（She opens the door with a duplicate key．）

B：Thank you very much．Sometimes Im quite absentminded．

A：It doesnt matter，Mr Bell．What else can I do for you？

B：Ah，Im afraid theres something wrong with the TV．The picture is wobbly．

A： Im sorry．May I have a look at it？

B：Here it is．

A：（Tries to fix it，but in vain）Ill send for an electrician from the maintenance department．We can have it re-paired．Please wait just a few minutes，Mr Bell．（She leaves the room．Ten minutes later，there is a knock on the door．）

Electrician（E）： May I come in？

B：（Opens the door） How do you do？

E：How do you do？The TV set is not working well．Is that right，Mr Bell？

B：No，it isnt．

E：Let me have a look．（Finishes the repairing and checks other electric facilities in the room） Mr Bell，everything is OK now．

B：What efficiency！Thanks a lot．

（T