一．概述 www.6park.com
在酒店里所使用的英語(yǔ)會(huì )話(huà)，基本上是屬于商業(yè)英語(yǔ)，與日常生活會(huì )話(huà)中所使用的英語(yǔ)略有不同，較注重禮節。正式英語(yǔ)通常會(huì )讓人誤解為極艱深的英語(yǔ)，其實(shí)，只要套用一定格式的句子和單詞，就可以了。例如： www.6park.com
非正式英語(yǔ) 正式英語(yǔ)
What’s your name? May I have your name? www.6park.com
您貴姓？ 請問(wèn)您貴姓大名？
Do you want some tea? Could you like some tea? www.6park.com
您要喝茶嗎？ 請問(wèn)您想喝茶嗎？
Over here, please. Could you come this way please? www.6park.com
這邊請。 請您往這邊走好嗎？
* 不要說(shuō)OK, Sure, Yeah等等，而要說(shuō)Certainly, Sir.
* Hey, uh-huh, Hang on 等等，也不適合在酒店中使用。
* 別說(shuō)“I don’t know.”回答“不知道”是非常不禮貌的說(shuō)法。 www.6park.com
可以說(shuō)“just a moment, please. I’ll check that for you.” （請稍候，我來(lái)幫您確認），然后請有能力處理的人前來(lái)協(xié)助。 www.6park.com
* 對男性客人，尊稱(chēng)為Sir; 面對女性客人時(shí)尊稱(chēng)為Ms. www.6park.com
在招呼客人時(shí)，最好說(shuō)“Excuse me, Sir(Ms)”, 不要直接稱(chēng)呼Mr.或Ms. 至于稱(chēng)呼小孩，可以直接使用Excuse me，但是不可以直接稱(chēng)呼boy或girl. www.6park.com
* 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(wú)理地盯著(zhù)對方看。 www.6park.com
* 在面對語(yǔ)言不通的外籍人士時(shí)，一定要多加利用手勢和肢體語(yǔ)言。但是使用手勢時(shí)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。 www.6park.com
二.基本待客英語(yǔ) www.6park.com
（一）在正式的英語(yǔ)表現里，疑問(wèn)基本句型可分為下列四種： www.6park.com
1. May I ~ www.6park.com
2. Could you ~ www.6park.com
3. Would you ~ www.6park.com
4.Shall I ~? www.6park.com
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。 www.6park.com
1．自己要做什么事時(shí)，就使用May I ~ www.6park.com
May I have your name, please?
請問(wèn)尊姓大名 www.6park.com
May I have your check-out time, please?
請問(wèn)您什么時(shí)候結帳離開(kāi)？ www.6park.com
May I see your passport, please?
請讓我看一下您的護照好嗎？ www.6park.com
May I know your nationality, please?
請問(wèn)您的國籍是什么？ www.6park.com
2． 麻煩客人時(shí)，可使用Could you ~ www.6park.com
Could you fill out the form, please?
請您填寫(xiě)這張表格好嗎？ www.6park.com
Could you write that down, please?
請您寫(xiě)下來(lái)好嗎？ www.6park.com
Could you draft the fax, please?
請您寫(xiě)下傳真的草稿好嗎？ www.6park.com
Could you hold the line, please?
請不要掛電話(huà)好嗎？ www.6park.com
3．詢(xún)問(wèn)客人的喜好或是做什么時(shí)，可使用Would you ~ www.6park.com
Would you like tea or coffee?
請問(wèn)您要喝茶還是咖啡？ www.6park.com
Would you like to take a taxi?
請問(wèn)您要搭計程車(chē)嗎？ www.6park.com
Would you mind sitting here?
請問(wèn)您介意坐在這里嗎？ www.6park.com
** 只要在疑問(wèn)詞后加“Would you ~”，就可以提出大部分的詢(xún)問(wèn)。 www.6park.com
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When would you like to visit Kunshan?
請問(wèn)您想要何時(shí)參觀(guān)昆山？ www.6park.com
When would you like to have lunch?
請問(wèn)您想在哪里用餐？ www.6park.com
What time would you like to eat?
請問(wèn)您想何時(shí)用餐？ www.6park.com
Who would you like to contact?
請問(wèn)您想和誰(shuí)聯(lián)絡(luò )？ www.6park.com
Which kind of room would you prefer?
請問(wèn)您喜歡哪一種房間？ www.6park.com
How would you like to settle your bill?
請問(wèn)您的賬單如何處理？ www.6park.com
How long would you like to stay?
請問(wèn)您要逗留多久？ www.6park.com
How many tickets would you like to buy?
請問(wèn)您要買(mǎi)幾張票？ www.6park.com
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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 ~? www.6park.com
Shall I draw the curtains?
請問(wèn)需要我把窗簾拉上嗎？ www.6park.com
Shall I draw you a map?
請問(wèn)要我為您畫(huà)一張地圖嗎？ www.6park.com
Shall I make the reservation for you?
請問(wèn)要我為您安排預約嗎？ www.6park.com
（二）招呼語(yǔ) www.6park.com
Good morning. (用于中午以前) www.6park.com
Good afternoon. (用于中午至下午六點(diǎn)以前) www.6park.com
Good evening. (用于下午六點(diǎn)過(guò)后) www.6park.com
在這些招呼語(yǔ)的后面接句子，例如： www.6park.com
Good morning, sir. Are you checking-out?
早上好，先生，請問(wèn)您要退房嗎？ www.6park.com
Good afternoon, sir. Welcome to LI JIA Hotel.
中午好，先生，歡迎光臨麗嘉酒店 www.6park.com
Good evening, Ms. May I help you?
晚上好，小姐，請問(wèn)我能為您服務(wù)嗎？ www.6park.com
后面也可以接上自己酒店名稱(chēng)、部門(mén)名稱(chēng)，如： www.6park.com
Good morning, sir. This is the Front Desk. May I help you?
早上好，先生。這里是服務(wù)臺，請問(wèn)您需要服務(wù)嗎？ www.6park.com
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（三）回答 www.6park.com
1.一般性的回答 www.6park.com
I see, sir. www.6park.com
我明白了，先生。 www.6park.com
Certainly, sir. www.6park.com
好的，先生。 www.6park.com
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2.請對方再等一會(huì )兒 www.6park.com
Just a moment, please. www.6park.com
請稍等。 www.6park.com
Thank you for waiting. www.6park.com
您久等了，先生。 www.6park.com
I am very sorry to have kept you waiting. www.6park.com
很抱歉讓您久等了。 www.6park.com
Could you wait a little longer, please? www.6park.com
請您稍候好嗎？ www.6park.com
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3.要麻煩客人或是拒絕客人的要求時(shí) www.6park.com
拒絕客人時(shí)，不要一口回絕說(shuō)“No.”，要委婉一些。 www.6park.com
I am afraid I can’t do that. www.6park.com
不好意思，我恐怕沒(méi)辦法那樣做。 www.6park.com
Excuse me, sir. Please let me pass. www.6park.com
不好意思，先生，麻煩讓我過(guò)一下。 www.6park.com
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4.道歉 www.6park.com
如果是自己的錯就說(shuō)“I am sorry.”; 如果是公司的錯，就說(shuō)：“We are sorry.”。 www.6park.com
I am very sorry for the delay. www.6park.com
很抱歉延誤了時(shí)間 www.6park.com
I am very sorry for the inconvenience. www.6park.com
很抱歉造成您的不便。 www.6park.com
I would like to apologize for the mistake. www.6park.com
為這個(gè)錯誤我深致歉意。 www.6park.com
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5.客人對自己說(shuō)“Thank you.”時(shí)回答 www.6park.com
You are welcome. www.6park.com
不客氣。 www.6park.com
Thank you, sir. www.6park.com
謝謝您，先生。 www.6park.com
Thank you very much. www.6park.com
非常感謝您。 www.6park.com
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6.交給客人某些東西時(shí)，可以說(shuō) www.6park.com
Here you are. www.6park.com
您要的東西在這里。 www.6park.com
Here is your room key. www.6park.com
這是您的房間鑰匙。 www.6park.com
Here it is. www.6park.com
這是您的東西。 www.6park.com
7． 當客人準備離開(kāi)時(shí)，可以說(shuō)： www.6park.com
Have a nice day. www.6park.com
祝您有美好的一天。 www.6park.com
Please enjoy your stay www.6park.com
祝您住宿愉快。 www.6park.com
We hope to see you again soon. www.6park.com
希望不久能再次見(jiàn)到您。 www.6park.com
Thank you for staying with us. www.6park.com
謝謝光臨。 www.6park.com
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8．當客人的英語(yǔ)難以理解時(shí) www.6park.com
面對客人的疑問(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)，或是先向對方說(shuō)“Just a moment, please.”, 然后請求他人協(xié)助。 www.6park.com
Pardon? www.6park.com
對不起？ www.6park.com
Pardon me? www.6park.com
對不起？ www.6park.com
I beg your pardon? www.6park.com
對不起請再說(shuō)一遍好嗎？ www.6park.com
Could you repeat that, please? www.6park.com
請您重復一遍好嗎？ www.6park.com
若是不敢肯定對方所說(shuō)的部分內容時(shí)，可以將不明白的部分重復一遍，如： www.6park.com
Excuse me, sir. Do you mean you lost your room key？ www.6park.com
不好意思，先生，您是說(shuō)您丟了房間的鑰匙？ www.6park.com
電話(huà)英語(yǔ)的應對 www.6park.com
1． 接電話(huà)時(shí)不可以簡(jiǎn)單地回答“Hello”,而應報上自己的公司或所屬單位的名稱(chēng)。例如： www.6park.com
“Hello, this is Information Desk.” www.6park.com
您好，這里是問(wèn)詢(xún)處。 www.6park.com
“Information Desk speaking. May I help you?” www.6park.com
問(wèn)詢(xún)處，請問(wèn)您要服務(wù)嗎? www.6park.com
2.打錯電話(huà)時(shí) www.6park.com
如果是外線(xiàn)打錯時(shí)，可以回答： www.6park.com
I am afraid you have the wrong number. www.6park.com
不好意思，您打錯電話(huà)了。 www.6park.com
This is the LI JIA Hotel, 2234-1156. www.6park.com
這里是麗嘉酒店，電話(huà)是2234-1156。 www.6park.com
如果是總線(xiàn)轉錯內線(xiàn)時(shí)，可以回答： www.6park.com
This is Room Reservations. I’ll transfer your call to Restaurant Reservations. www.6park.com
這里是客房預約處，我幫您轉接到餐廳預約柜臺。 www.6park.com
I am afraid this is a direct line. We can not transfer your call to the Chinese Restaurant Could you dial 2234-1156, please. www.6park.com
不好意思，這是直接電話(huà)。我們無(wú)法為您轉接中式餐廳。請您改撥2234-1156好嗎？ www.6park.com
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3.當負責的工作人員不在時(shí) www.6park.com
I am afraid Mr.Lin is out at the moment. He should be back around 5 p.m. www.6park.com
不好意思，林先生現在外出。他應該會(huì )在下午5點(diǎn)左右回來(lái)。 www.6park.com
I am afraid Mr.Hao is on another line. Could you hold the line, please? www.6park.com
不好意思，郝先生正在講電話(huà)。請您在線(xiàn)上稍侯好嗎？ www.6park.com
I’ll tell him to call you back when he returns. www.6park.com
他回來(lái)時(shí)，我會(huì )請他回電。 www.6park.com
May I have your name and phone number, please? www.6park.com
請告訴我您的大名和電話(huà)好嗎？ www.6park.com
4.當會(huì )話(huà)結束時(shí) www.6park.com
結束電話(huà)中的對話(huà)時(shí)，不可以簡(jiǎn)單說(shuō)“bye-bye”,最好說(shuō)： www.6park.com
Thank you for calling. www.6park.com
感謝您的來(lái)電。 www.6park.com
You are welcome, sir. www.6park.com
先生，不客氣。 www.6park.com
We look forward to hearing from you. www.6park.com
我們靜候您的佳音。 www.6park.com
Please contact me if you have any further questions. www.6park.com
如果您有任何其他問(wèn)題，請和我聯(lián)絡(luò )。 www.6park.com
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三．柜臺服務(wù) www.6park.com
B=行李服務(wù)員（Bellman） www.6park.com
C=服務(wù)員 (Clerk) www.6park.com
H=客房服務(wù)員（Housekeeping） www.6park.com
BC=領(lǐng)班（Bell Captain） www.6park.com
G=客人（Guest） www.6park.com
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To the Front Desk. www.6park.com
帶客人到柜臺 www.6park.com
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B: Good evening, Ms. Welcome to China-trust Hotel. www.6park.com
小姐，晚安。歡迎光臨中信酒店。 www.6park.com
G: Thank you. www.6park.com
謝謝你。 www.6park.com
B: How many pieces of luggage do you have? www.6park.com
請問(wèn)您有多少件行李？ www.6park.com
G: Just this three. www.6park.com
只有這3件。 www.6park.com
B: Two suitcases and one bag. Is that right? www.6park.com
2個(gè)旅行箱和1個(gè)手提皮包，這樣對嗎？ www.6park.com
G: Yes. That’s all. www.6park.com
對，就這些了。 www.6park.com
B: I’ll show you to the Front Desk. This way, please. I’ll put your bags by the post over there. www.6park.com
我來(lái)帶您到柜臺，這邊請。我先將您的行李放在柱子旁邊。 www.6park.com
G: I see, thanks. www.6park.com
我知道了，謝謝。 www.6park.com
B: A bellman will show you to your room when you have finished checking-in. www.6park.com
當您辦好住宿登記時(shí)，行李服務(wù)員會(huì )帶您到房間。 www.6park.com
G: OK. Fine. www.6park.com
好極了。 www.6park.com
B: Please enjoy your stay.
祝您住宿愉快。
Taking a guest to the room www.6park.com
帶領(lǐng)客人至客房
聯(lián)系客服
