酒店英语口语完整版Word文档格式.docx

1、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 te

2、a 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?

3、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 y

4、ou 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.

5、 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

6、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 cant 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 th

7、e 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。Pleas

8、e 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? 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

9、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 n

10、umber.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. Ill 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

11、-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Ill tell him to call you back when he r

12、eturns.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（

13、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。 How many pieces of luggage do you have?请问您有多少件行李？ Just this three.只有这3件。 Two suitcases and one bag. Is that right?2个旅行

14、箱和1个手提皮包，这样对吗？ Yes. Thats all.对，就这些了。 Ill show you to the Front Desk. This way, please. Ill 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。 I see, thanks.我知道了，谢谢。 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。 OK. Fine.好极了。 Please enjoy

15、 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. Im afraid you cant 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

16、 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. Ill 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 o

17、r 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？ Yes, we have. What kind of room would you like?还有空房。您需要什么样的房间？ Id like a suite with an ocean vi

18、ew, please. 我想要一个可以看到海景的套房。 No problem, sir. 没问题，先生。 What is the price of the suite?价格如何？ It is US$ 280 per night. 每晚280美元。 It is a little high. Im told that your hotel is offering discount now. 价格有点高。我听说你们酒店正在打折。 Yes, but the offer ended yesterday. Im sorry. 是的，但打折期昨天就结束了。很抱歉。 Oh, I see. Then do yo

19、u 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？ 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。 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？ Yes, it does. Now could I have your name, please?是的，包括早

20、餐。现在我能请问您的尊姓大名了吗？ My name is Tom Zhang. 我叫汤姆，张。 Would you kindly spell it for me?您能拼读一下吗？ That is T-O-M, Z-H-A-N-G. T-O-M，Z-H-A-N-G。 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？ About three days. 大约三天。 OK. Our check-in time is after 1:00pm. And seee you tomorrow. 好的。我

21、们的登记时间是在下午一点钟之后。明天见。 Thank you. See you. 谢谢。酒店英语：预订房间英语口语1Id like to book a double room for Tuesday next week.下周二我想订一个双人房间。2Whats the price difference?两种房间的价格有什么不同？3A double room with a front view is 140 dollars per night, one with a rear view is 115 dollars per night.一间双人房朝阳面的每晚140美元，背阴面的每晚115美元。4I

22、 think Ill take the one with a front view then.我想我还是要阳面的吧。5How long will you be staying?6Well be leaving Sunday morning.我们将在星期天上午离开。7And we look forward to seeing you next Tuesday.我们盼望下周二见到您。8Id 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

23、洗澡间的单人房间，10月4日下午到10月10日上午用。9We do have a single room available for those dates.我们确实有一个单间，在这段时间可以用。10What is the rate, please?请问房费多少？11The current rate is $ 50 per night.现行房费是50美元一天。12What services come with that?这个价格包括哪些服务项目呢？13That sounds not bad at all. Ill take it.听起来还不错。这个房间我要了。14By the way, Id

24、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。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

25、）.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.（客人在饭店逗留期间）I hope you have enjoyed your stay with us.（客人离店时）7. Have a good time!祝您过得愉快！8. *hotel, front desk. Can I h

26、elp you?*饭店，前厅。您找谁？9. Sorry, Ive 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.酒店日常服务常用英语口语Daily Service 日常服务-（Knocking

27、 at the door.）-（敲门。）-May I come in?-我可以进来吗?-Come in,please.-请进。-Please dont come in.-请不要进来。-Just a moment（a minute）,please.-请稍等一下。-Im 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