酒店前台常用英语100句及技巧.doc

酒店前厅常用英语100句及技巧
酒店总机常用英语及技巧
一、 接听外线电话：
2)电话铃响三声接起，中英文清晰报出酒店名称：
早上好，龙轩大酒店。请问有什么可以帮到您！
Good morning, LonSun hotel. How may I assist you !
2) 转接时，对来电方：
请稍等！ Hold on, please !
3) 电话占线时：
对不起，电话占线，请您稍后再拨。
Sorry, the line is busy , please call back later !
4) 转入电话无人接时：
电话没人接，您是否需要留宿？
There’s no answer. Would you like to leave a message ?
5) 转入客房电话：
A 请问您找哪位？Who would you like to speak to ?
B 对不起，没有这个姓名的客人。
Sorry, there’s no guest with that name.
C 您能告诉我他是住客还是访客？
Excuse me for asking but is he a visitor or a botel guest?
6) 内容没听清或不确定时：
A 请您再说一遍好吗? Would you like to repeat the number ?
B 请您大声一点好吗? Could you speak a little louder , please ?
C 请说慢一点！ Could you speak slowly , please ?
7) 对方拨错号码：
恐怕您拨错了号码，这里是龙轩酒店总机
I’m afraid you dial the wrong number, here is LonSun hotel operator.
8) 外线来电详细问询时；
我将帮您把电话转到问询处；
I’ll put you through to the information desk.
9) 来电方需要留言；
A 请告诉我您的留言内容；
Could you please give me the message , sir /madam?
B 请放心，我一定将您的意思转达给X先生/小姐。
谢谢您的来电，再见！
Thank you for calling , I’ll relay the message to X Mr.Mrs,
二、 酒店住客的叫醒受理；
10） 能告诉我您的姓名和房号吗？
May I have your name and your room number ,please ?
11) 您需要什么时间的叫醒？
Could you tell me what time would you like to get up ?
12) 我重复一遍您的房号和叫醒时间，好吗？
May I repeat your room number and the time , sir/madam？
13） 早上好（中午、晚上好），先生/女士，这是你的叫醒电话，祝您过得愉快！
Good morning ( afternoon . evening ), sir/madam ! this is your wake-up call. Have a good day to you ( have a nice day )!
三、 接酒店营业区，后台区，办公室电话；
14） Opertor , 您好，总机！
四、住客电话询问；
15）内线电话免费 There is no charge for in-house call.
16) 您能直拨电话； You can make a dial-direct call .
17) 我们酒店没有国际直拨和国内直拨电话系统，如果您要拨打国际直拨电话，请您拨XXX，如果您要拨国内直拨电话，请拨XXX，如果您还有其它需要帮忙的，请打电话给我们，我们会尽力而为。
We have got DDD and IDD system in our hotel , if you want to make a DDD ,and if you want to make a IDD.you can dial XXX. If you have anything else, you can call us again . we will help you , sir/madam
18) 我会立刻为您查找，然后打电话给您；
I’ll check immediately and call you back in a moment
19) 请稍等一会好吗？我马上为您查找；
Would you mind waiting a minute , I’ll check in for you right now
四、 代客人接国际，国内长途，
20） 您能告诉我您要拨打的电话是自付电话，受付电话或是信用卡付费电话吗？
Could you please tell me the form of payment , is it a pay call , collect call or credit call , sir/madam?
21) 请问这是自己付费还是对方付费电话？
Is this a paid call or collect call ?
22）您能告诉我电话的国家代码，地区代码和电话号码吗？
Could you please tell me country code , the area code and telephone number ,sir/madam
23) 您能告诉我您要打的是叫人电话还是响号电话吗？
Could you please tell me what kind call would like： a person to person or station to station call , sir/madam?
24) 您能告诉我对方的电话吗？
Could you please tell me who are you want to speak?
25) 能告诉我您的名字是怎么拼的吗？
Could you please spell your name ?
酒店礼宾部常用英语及技巧
26）Are these your baggage ? 这些是您的行李吗？
27) Is this everything，sir？这是全部东西吗，先生？
28）May I take them for you ?/ Let me help you with your luggage .
我来帮您拿好吗？/让我来帮您拿吧
29）I hope I’m not disturbing you . 我希望没有打扰您。
30）Just a moment , madam . I’ll bring them to you right away .
等一会儿，夫人。我马上送来。
31）The bellboy will show you to your room , sir .
先生，行李生会送您到房间的。
32）Here is your room key . 给您房间钥匙。
33）You may[can] leave your luggage in the Concierge .
您可以把行李放在礼宾部。
34）Would you like to check your luggage here ? 您要寄存行李吗？
35）Don’t worry , your luggage will be sent up at once .
别担心，你的行李很快就会送上去的。
36）When you check out , please call NO.6849 and we’ll help you with your luggage immediately.
如果您要退房，请致电6849，我们将马上帮您运送行李。
37）May I know/have your room number ? /What’s your room number , please ? 您能告诉我您的房间号吗 ？
38）May I have a look at your room card ?我可以看一下您的房卡吗？
39）Do you mind if I put your luggage at here ?
我把您的行李放在这里好吗？
40） Please sign your name here .请您在这里签名
41）Would you like me to call a taxt for you ?/Would you want a taxt?
您需要我为您叫一辆出租车吗？/需要出租车吗？
42）About 20 minutes by texi from here to Airport .
从这里到寄存大概需要20分钟。
43）I’m sorry to have kept you waiting /Sorry to have kept you waiting
对不起让您久等了
44）Would you tell me your phone number ?
您能告诉我您的电话号码吗？
45）After you , please ./You fist , please . 您先请。
46）This way , please 这边请，
47） Is there anything else I can do for you ?
您还有什么事要我做吗？
48） I see what your mean . 我了解你的意思。
49） I’ll send the luggage up by another lift .
我乘另一部电梯把行李送上去。
50） Here we are , sir , room 1101 先生，1101房到了
酒店前台常用英语及技巧
51）Do you have a reservation ? 您有预定吗？
52） May I know your name and room number ?
您能告诉我您的名字与房号吗？
53）Here is your room key ? 给您房间钥匙
54）Please pay at the cashier’s desk over there . 请去那边帐台付款，
55）Are these your baggage ? 这些是您的行李吗？
56）May I take them for you ? 我来帮您拿好吗？
57）What kind of rooms would you like ? 您需要什么样的房间？
58）Here is a brochure of our hotel and price list
这是介绍我们饭店的小册子和价目表
59）Sit down ,please . Here is the menu . 请坐，给您菜单，先生。
60）May I take your order ,sir ? 您要点菜吗？
61）What would you like to have, coffee or tea ? 您要喝咖啡还是茶
62）Would you like to have any wine with your dinner ?
您用餐时需要喝点酒吗？
63）Service hours are:（餐厅）供应时间是：
7:00a.m.to 9:00a.m.for breakfast . 11:30a.m.to 1:30p.m. for lunch . 6:30p.m. to 8:30p.m.for dinner .
早餐7点到9点 午餐11点半到1点半 晚餐6点半到8点半
64） Here is the bill . please sign it . 这是您的账单。请签字。
65）How do you like Chinese food ? 您喜欢中国菜吗？
66）What do you think of our service ? 您对我们的服务有什么意见？
67）Thank you for your comments (compliment suggestions )
谢谢您给我们提的意见（赞扬、建议）
68）I’m afraid it’s against the hotel’s regulations .
这是违反饭店规章制度的。
69) In our hotel we don’t accept tips. 我们饭店是不收小费的.
70) It’s our pleasure to serve our guests well.
我们为能为客人服务好而感到高兴。
71) Thank you all the same . 然而，还是要谢谢您。
72) I’m afraid you’ll have to pay for the damage . 您必须赔偿。
73) Thank you for telling us about it . 谢谢您告诉我们
74) I’ll look into the mater right away .我马上去处理这件事情
75) I assure you it won’t happen again . 我保证此类事情不会再发生
76) Please don’t worry .sir(madam) 先生/夫人 请不必担心
77) I’ll send someone up to your room right away .
我马上派人到您的房间去
78)I can’t guarantee anything but I’ll try my best .
我不能保证，但我会尽力而为
79）You may pay in cash or by(with) credit card.
您可以付现金也可以用信用卡
80）Front desk. Can I help you ?前台您找谁
81）Sorry, I’ve dialed the wrong number?对不起，我拨错号码了
82) May I speak to your front office manager ?
能和你们前台经理说话吗？
83) Sorry, he is not in at the moment 对不起，他现在不在
84) Would you like to leave a message?您要留口信吗？
85) Pardon , I beg your pardon .对不起，请再说一遍，好吗？ 对不起
86) I am at your service .乐意为您效劳
87) Thank you for staying in our hotel . 感谢您在我们酒店下榻
88) I’m sorry. it’s my fault. 很抱歉，那时我的过错
89) Sorry to have kept you waiting .对不起，让您久等了
90) Sorry to interrupt you .对不起，打扰您了
91) I’m sorry about this . I apologize for this 对此表示抱歉，我为此道歉
92) That’s all right . Let’s forget it .没关系，算了吧
93) May I help you ? what can I do for you ? Is there anything I can do for you ?How may I assist you?
我能帮您什么吗？ 我能为您干点什么？ 有什么为您效劳的吗？
94) Yes , please . just a moment ,please . 好的，请稍等一下
95) May I use your phone ? 我能借用您的电话吗?
96) Certainly .Yes ,of course . 当然可以，当然可以
97) Go upstairs/downstairs . 上楼/下楼
98) It’s in the second (third) floor . 在二(三)楼
99) Where is the washroom (restroom, elevator) ?
请问漱洗室（休息室、电梯）在哪儿?
100) This way , please .请这边走
101) please turn left/right ,往左转/右转
102) It’s in the lobby near the main entrance。在大厅靠近大门
103) It’s in the basement at the end of the corridor .在地下室走廊尽头
104) Mind (watch) your step .请走好
105) Please be careful .请当心
106) Please don’t leave anything behind .请别遗忘您的东西
107) Don’t worry. 别担心
108) Take it easy . 慢慢来
酒店前台收银常用英语及技巧
109) Would you like to check out ? 您现在退房吗？
110) Sorry to have kept you waiting .This is your bill please .
很抱歉，让您久等了，这是您的账单
111) Can I have your name and room number please ?
能告诉我您的名字和房间号码吗？
112) What kind of credit cards do you have ?
您用哪一种信用卡
113) As a hotel policy ,we accept the following criedit cards
根据酒店规定，我们接受下列信用卡
114) Do you need receipt or bill .
您需要账单或收据吗？
115) Just a moment please ,I’ll write out receipt for you
请稍等一下，我马上给您收据
116) I’ll send a bellmen up to get your luggage .
我马上让行李生帮您取行李
117) How would you like to pay in cash or by credit card ?
您是打算用现金结账还是用信用卡呢
118) This is your bill . please check it and sign here .
这是您的账单，请您核对一下，如果没有问题请您在这里签字
119) Here is your change and receipt .
这是找您的钱和收据
120) May I have/take a print of your card ,please?
我可以刷一下您的卡吗
121) Did you take anything from the mini-bar this morning ?
请问您今天早上在房间里面有消费吗
122) Have you used any hotel services since breakfast ?
您还有其他消费吗早餐结束后
123) Today’s exchange rate is 8.19 yuan RMB for one us doller .
今天的汇率是1:8.19
124) What kind of currency do you want to change
您想换哪一种货币
125) How much would you like to change?
您打算换多少
126) The rates of exchange are on the board there.
今天的汇率在汇率版上
127) The rate of your room ,will be paid by your host .
您的房费已经付过了
128) Very sorry, as hotel policy. if you want to cxtend your stay in our hotel, you’ll have pay half of the rate more if you check out after 12:00. And if you leave after 6:00p.m, you’ll have to pay the full day rate ,
很抱歉，如果您打算在中午12:00以后退房，根据酒店规定，我们将加收您半天的房费，如果在下午6:00以后，我们将加收您一天的费用，。
前台收银情景对话
情景A
Cashier: Good morning ,sir. May I help you ?
早上好，先生，请问有什么可以为您效劳的吗？
Guest: My name is Mr Bell and I was in room 1111 ,I’d like to check out . Can I have my bill now ?
我是1111房间的BELL 。我现在要退房，可以帮我准备一下账单吗？
C: Certainly .Mr Bell . please wait a moment …… Thank you . Did you have breakfast this morning at the hotel or have you used any hotel services since breakfast ?
当然可以，BELL 先生，请稍等…….请问您在吃过早饭后还有别的消费吗在我们酒店
G:Yes. but I paid cash for is also I haven’t used any services.
有的，但是我已经付过钱了。
C: Fine. The total including sevice charge for two days is 844 yuan ,please check it
好的，包括服务费一共事RMB844 ，请您核对一下
G: OK 好的
C: Thank you, sir, Would you like to pay in cash or by credit card ?
谢谢。请问您打算怎样结账呢，现金还是卡
G: Credit card .Here you are ! 信用卡
G: Thank you .Could you sign here .please ?
谢谢，请您在这里签字
G：Fine
C: Thank you for your coming. Please drop in again. Good –bye
情景B
Cashier: Good morning .May I help you ?
早上好，先生请问有什么可以为您效劳的吗？
Guest: I’m Mr peters in room 806 .I’m checking out today .But my flight doesn’t leave at until 4:30p.m. and I don’t want to wait around at the airport all day .Could I keep room This afternoon?
我是806房的皮特，我打算今天退房，但我的航班是4:30P.M. 我不想呆在机场那么久，您可以帮我把房延迟到今天下午吗
C: Certainly .but/as the hotel policy, the check out time is 12:00 at noon You’ll have to pay half of the rate more .If you leave after 12:00
当然可以，但是根据我们酒店规定，超过中午12:00，我们将加收您半天的房费
G:Never mind. then. Can I just leave my luggage somewhere until 4:00p.m?
这样啊,我可以寄存我的行李在这里吗
C:Certainly, sir, If you speak to the bellman, he’ll take care of it .
当然可以，我们的行李生将会将我帮您做好这一切的
G:Thank you
C: It’s my pleasure
礼宾部情景对话
A car pulls up in front of LonSun Hotel and a doorman goes forward to meet the Mr Sreven, opening the door of the car for them.
汽车停在了龙轩大酒店门口，门童上前为Steven 先生开车门
场景一：
Doorman[D]: Good evening, sir and madam. Welcome to our hotel.
门童：晚上好。欢迎光临！
Mr Steven[S] :Good evening !
Sreven先生：晚上好
D:Excuse me, sit. So you have got altogether four pieces of luggage ?
对不起先生，您一共带了四件行李是吗？
M: Yes.
D: OK.Leave it to me sir .I’ll take care of your luggage
好的，让我帮您拿吧，我会照看好行李的
M:Thank you . 谢谢
D:Not at all. The Reception Desk is straight ahead.This way, please.
不客气先生，总台就在前面，这边请。、
场景二
S：Excuse me ,where is the restaurant?
S: 对不起，请问餐厅在哪里？
D：We have Chinese restaurant and a western-style restaurant.Which one do you prefer?
D:我们这里有中餐厅和西餐厅，您更喜欢哪个？
S：I’d like to try some Chinese food today.
S:今天我想来点中餐菜。
D：The buffet ?
D；要自助吗？
S: Yes.
S:是的。
D: Is on the second floor,this way ,please!
D:在二楼，这边请。
S；What are the hours at the restaurant?
S:几点有饭吃呢？
D:Lunch 10:30 a.m. to 14:30 p.m ; Dinner 17:30 to 22:00 p.m
D:午餐是上午10点半到下午2点，晚餐是下午5点半到晚上10点。
S：Thank you.
D:You’re welcome.
2.带客人到房间
Bellboy(B):Is this everything,sir? 这是全部行李吗，先生？
Mr Stevwn(S):Yes,that’s everything.是的
B：OK,May I have a lock at your room care?能不能让我看一下您的房卡？
S：Oh,yes,is 1101. 噢，好的，我住1101房。
B：I see. Now please follow me. I’ll show you to your room.
B:好的，现在我带您去您的房间。
S：Where is the Western restaurant? 西餐厅在哪儿呢？
B:Oh, it’s on the First floor Get out the lift and turn right,sir.
B:在一楼，先生一出电梯右转就到了。
S:When will it open? 什么时候开呢？
B：The service time is 06:30a.m.To10:00a.m.
B:营业时间是早上6点到早上10点
S;OK
B:Here we are. Sir Room 1101 Let me help you to open the door.先生1101房到了，让我帮您开门吧。
S：OK
门开后
B：You first,sir.Do you mind if I put your luggage at here?
先生您先请，我把您的行李放这里好吗？
S:It’s ok.Thank you very much.好的，非常感谢
B:That’s my job.How do you like the room?
B:这是我们的工作，房间如何呢先生？
S:It’s very cozy. I like ti very muc.非常舒适，我很喜欢
B：Right,is there anything else I can do for you ?
B:还有其他需要吗？
S:No,Thank you . B;OK,good nigt.
3.客人寄存行李
S;I want to check my luggage. 我想寄存我的行李
B:Certainly,sir. You can check luggage here .Please go through the formailities.
B:当然可以，先生您可以把行李寄存在这里，请办理一下寄存手续。
S：No problem. 没问题
B：May I know your room number?您是几号房的？
S:My room number is 1101.
B:When will you take them back?sir.您什么时候来取呢？
S：About 30 minutes later. 大约半小时以后。
B：OK.Please sign your name here. 好的，请在这里签名
B：Keep the luggage check card,and for drawing.Please show the second half of this card.
B:请保存好行李寄存卡，当您来取行李时，请出示这张卡的下半联。
S:OK.thank you very much,Bye bye.
B:see you.sir
4.客人要出租车
Doorman（D）:Would you like me to call a taxi for you?
D:需要一辆的士吗？
S：Yes.thanks.
D:Where to ?sir 到哪儿呢？先生
S:To the airport.international line.到机场，国际线
D:OK.Just moment,please. 好的，请稍等
的士来后。。。
D:Sorry to have you kept you waiting,sir.Are you there four pieces in all? 先生，不好意思让您久等了，您一共是四件行李对吗？
S;Yes
D:Let me take them to the trunk.让我把他们放到后备箱吧。
S:OK.tank you very much.
D:You are welcome sir.Hope to see you again, Wish you good luck.不客气先生，希望能再次见到您，祝您好运。

公共应用50句
1、Welcome to LonSun Hotel. 欢迎光临
2、Can I help you? 我能帮您忙吗？
3、What kind of room would you like ，sir？
先生您要什么样的房间？
4、Please wait a moment. I have to check it.
请稍等，我查一下
5、Enjoy your stay with us.希望您在我们这里住的愉快
6、May I know your name and your room number,please?
我可以知道您的名字和房号吗？
7、Excuse me, sir. Could you spell your name?
请问您的名字如何拼写？
8、Here’s your room key. 这是您的房间钥匙
9、I’m sorry to keep you waiting,sir. What can I do for you ?
先生，对不起，让您久等了。我能为您做点什么吗？
10、May I know your name ，please？
请问尊姓大名（不认识客人时用）
11、Don’t mention it, It is my pleasure.
请不要客气，我乐意效劳
12、Have a good rest ，sir 先生，请好好休息
13、Good morning, sir. Can I be of service to you ?
早安，先生，我可否为您效劳？
14、Amoment, Please . I will be with you as soon as possible.
请稍等片刻，我将尽快帮您办。
15、Here is your bill , sir. 先生，这是您的账单
16、Please wait a moment while I calculate your bill.
请稍等片刻，我立刻把您的账单结算出来。
17、We accept the following credit cards, madam.
小姐，我们接受一下几种信用卡。
18、Please sign here , sir. 先生，请在这签上您的名字。
19、We hope you will come stay with us again.
希望您再光临我们酒店
20、Please could I see your passport or other identification, madam?小姐，请出示您的护照或其他身份证明文件。
21、Be sure to keep it. 请好好保存
22、Please check it .请点一下
23、It’s very kind of you. But we can’t accept tips. Thank you all the same