总机英语资料文档格式.docx

1、 Yes, Sir/Madam. （是有先生、女士） May/Can I help you? （我能帮忙吗？先生） What can I do for you? Sorry to have kept you waiting, Sir/Madam. （先生/女士，抱歉让你久等了）6.When a guest asks for something which you can prove （当客人要求的东西，你能提供时） Certainly, Sir/ Madam. （当然可以，先生/女士） Ill get it right away, Sir/Madam. （我马上拿来，先生/女士） Immedi

2、ately, Sir/Madam. （马上来，先生/小姐）7.To say “No”to g guests request or enquiry. （婉拒客人要求时） Im sorry, Sir, We are not permitted to do this. （抱歉先生，我们不充许这样做） Im afraid its against hotel policy. Im sorry, Sir. （很抱歉，恐怕这是违反酒店规则的） Sorry, weve run out of/sold out （对不起现在无货） Im terribly sorry/Im so regret we dont ha

3、ve （非常抱歉/遗憾。我们没有）8.When you are not sure you can satisfy a guests need （当您不能确定是否可以满足客人时） One moment, please, Sir/Madam. （请稍等片刻，先生/小姐） If you wait a minute, Ill see to it out for you. （请您稍等片刻，先生/小姐） Ill check for you right away./Ill see to it at once. （请稍候，我马上替您找） （when you coming back）_Sorry to have

4、 kept you waiting, Sir/Madam. （对不起，让您久等了，先生/小姐）9.Gving directions （指示方向） Go straight ahead. （直走） Turn right/left at the first corner. （第一个拐弯向右、向左拐） Go up/down the stairs/escalator. （乘上或下的自动扶梯） Take the lift/elevator to thefloor. （乘电梯至楼） Its next to （就在隔壁） Its opposite to （就在对面） Its betweenand （在和这间）

5、 Its over there. （就在那边） On thefloor. （在楼） right at the corner. （就在拐弯处）10.Ask guest to do something （请客人做某事） Could/Would you please sign your name. （请客人签名） May I have you name, Please? （请问贵姓） Please come this way. （请走这边） Would you mind waiting for a while? （您介意稍等一会吗？11.Introducing yourself （自我介绍） My

6、name is （我叫） I am （我是）12.When you want to draw the guests attention （当需要引起客人注意的时候） Excuse me for interrupting. （不好意思打断您们） May I take a few moments of your time, Sir? （先生，我能占用您几分钟吗？ May I speak to you for a moment, Madam? （小姐，我可以跟您谈一谈吗？13.Farewall （告别） Goodbye. / Bye-bye. （再见） See you late. （待会见）See

7、you tomorrow. （明儿见）Good night. （晚安）Have a nice trip. （旅途愉快）Have a nice weekend. （周末愉快）Have a nice day. （祝您愉快）Have a pleasant journey home. （旅途愉快）Hope to see you. （欢迎再次光临）Please come again. （希望再见到你）Dialogue: （对话）1. G: What time do you serve Breakfast on the Delight?早餐的营业时间到几点钟？A: From 7:00am to 10:00

8、am.早上七点至十点钟。2. G: How can I make an outside call in the room?在房间怎样打外线? A: Dial “0”first, then the telephone number you want.先拨“0”，然后再拨您的电话号码 G: Can I make an IDD call in the room?房间能打国际长途电话吗？ Certainly you can. Firstly, dial number “0”,when you hear the tone, Then dial 00,then dial number“0”, then d

9、ial Area Code and the local number. The Country Code must not be dialed.当然可以，先拨“0”，待您所听搭线声后，再拨区域字头及对方电话号码，无须拨本国之国家号码. Thank you very much.非常谢谢你 You are welcome.您太客气了3. G: May I use your phone?我可以借用你的电话吗？ Yes, of course.当然可以4. G: Excuse me, Where is the washroom （rest room/ elevator）?请问洗手间（休息室、电梯）在哪里

10、？ Its on the first（second） floor.（Its over there） 在一 （或二） 楼或在那边。 Excuse me, Where is the business center?请问商务中心在哪里？ Its over there.在那边5. G: I will check out my room.我将退房 Well, please go down the front cashier at the lobby and please dont leave anything behind. Goodbye and hope to see you again（or Ha

11、ve a nice trip/Wish you a pleasant journey!） 好的，请您到大堂前台收银处办理退房手续，不要忘了带走您的所有东西。再见，先生。欢迎下次再光临（希望您旅途愉快！/祝一路须风）6. G: Would you please open the door for me now?可以帮我开一下门? May I know your name and room number?请问您的姓名和房号？ My room is 1215.我的房间是1512。 All right. 好的。常 用 语 句1、A double room costs *yuan per night.大

12、房的房价是每晚*元。2、After you ,sir.您先走,先生。3、Are you going down ,sir?先生，您要往下走吗？4、Are you going up ,sir?先生，您要往上走吗？5、A single room or a double room ?要单人房还是双人房？6、Breakfast is also included.早餐也包括在内。7、Can you spell that for me ,please?请您拼一下您的名字好吗？8、Could you sign your name ,please?请您签一下名，可以吗？9、Enjoy your stay wit

13、h us .祝您在这里住得愉快。10、How long will be staying?您将住多久？11、Ill need your signature.我需要您的签字。12、Im sorry, but I havent got any record of that.对不起，我们这里没有您预订的记录。13、Im sorry, We have no record of a reservation in your name.对不起，没有以您名字预订房间的记录。14、In whose name was the reservation made? 房间预订在谁的名下？15、Just a moment,

14、 Please. Ill check the room availability.请稍等一下，我去查下房间预订情况。16、Sign you name, please.请签上您的名。17、Sorry to keep you waiting, sir.对不起，先生，让您久等了。18、The porter will show you to your room.行李员会领您去您的房间。19、What kind of room would you like （prefer）?您希望要什幺样的房间？20、When did you make of the reservation? 您是什幺时候预订的房间？2

15、1、Who made the reservation, please?请问谁预订的房间？22、Whos the reservation for? 您为谁预订房间？23、Who will be paying the bill? 谁支付宾馆的费用？24、Will you register, please?请您登记好吗？25、Would a double room do? 双人房可以吗？26、Would you leave a message? Well inform him when he comes. 您是否留个口信？等他回来时我们可以转告他。27、Would you like a room w

16、ith a front view or rear view? 您是要窗户临街的房间，还是背街的房间？28、Would you put your signature here, please? 请您在这里签名，好吗？29、Yes, we accept American Express. 是的，我们接受美国运通公司的信用卡。30、Youll have to register individually, please.请你们分开登记。六、总 机（Operator）单词部份商务中心Business Center预计部Reservation礼宾部Concierge接待处Reception行政楼层Exec

17、utive Floor电脑房Computer Room （E.D. p）电话房PABX送餐部Room Service地区代码area code国家代码Country code忙音busy tone分机extension 电话费call rate打电话给某人call up联系电话collect call连接connect串线cross talk断线cut off拨号dial tone挂断hang up 请讲go ahead留言message线路line叫早电话morning call电话号码phone number叫人电话person-to-person call转接put through对方付

18、费电话reversed charge call客房电话room-to-room-call叫号电话station-to-station-call长途电话费toll长途电话trunk call电话计费系统call accounting system直线direct line请您别挂断电话hold on please内线电话internal call请您挂断电话hang on please外线电话out-side call拨错号misdial 话筒speaker（loudspeaker）控制板switch-board免费咨询电话toll-eree-call接线operator市内电话local ca

19、ll听筒receiver听hear回电话call back请大声点Speak louder please占线line busy是接线生Operator speaking重复repeat要留话？Any Message?传真号码Fax number健身俱乐部health club便签薄memo pad标示笔highlight pen部门经理department受付电话叫醒服务接线生主管chief operator留言灯message lamp旅行团tour group请勿打扰DND card手提电话mobile phone送餐服务菜单room service menu留言本writing bad客

20、房服务员room attendant信纸letter head中餐厅House of south（Chinese restaurant）西餐厅Traders caf& Lounge（Western restaurant）客务联络Guest Relation Office（G.R.O）国内长途DDD（Domestic Direct Dial）国际长途IDD（International Direct Dial）免打扰DND（Do Not Disturb）贵宾VIP（Very Important Person）电话应答规范用语：1、 外线：Thank you for calling, Regal H

21、otel, How may I help you ? 您好，丽豪大饭店。内线：Good morning/afternoon/evening operator .早上/下午/晚上好，总机。2、 一般情况下：Would you tell me the guest name?请问您找客人的姓名？Please, wait a moment. 请稍等。3、 占线或无人接听时：Sorry the line is busy/no answer, Would you like to leave a message or call back later?对不起，电话占线/无人接听，请问您是留言还是稍后再拨？4、

22、 找人：Would you tell me the person you want to speak is the guest or staff?请问您找是酒店住客还是酒店员工？ Which department do you know the person you want to speak? 您知道他是哪个部门的吗？ Ill put through to the personnel department, youll check for him? 我帮您接到人事部，您查寻一下好吗？ Please, wait a moment. 请稍等。B: Would you tell me the gu

23、ests room number? 您知道他的房号吗？ May I have your name? 我可以知道您的姓名吗？5、 叫醒服务： What time for you morning call, please?请问您需要几点的叫醒？ Thank you for you calling Mr, you room number is XX and we will call at XX oclock on the tomorrow morning. Have a good night. 谢谢您的来电XX先生/小姐，您的房号是XX，您需要明早XX的叫醒时间，我们一定会准时叫醒您的，祝您晚安！

24、（客人没有提机。需人工叫醒时） Good morning, Mr/MsThis is time for your wake-up call Regal Hotel wish you have a nice day . 早上好，XX先生/小姐，您的叫醒时间到了，丽豪酒店祝您有愉快的一天！6、 当线路太嘈杂时：Excuse me , the line is so noise, Would you mind changing another telephone to dial?对不起，电话听不清楚，您能换一个电话拨打好吗？7、 当对方的声音太小时：Excuse me, sir. Could you

25、mind speaking louder? 对不起，请您大声一点好吗？（注：切勿与客人大声说话！8、 当姓名与电脑不符时： Sorry, We dont have the , name registered in our computer. Do you know any other name. Ill check for you.对不起，我们电脑上暂时没有这位客人的资料，您还有其它姓名我帮您查一下好吗？B：如客人坚持要求转时： （10：0024：00） Would you tell me the guest name, May I have you name? 请问您要找的客人贵姓，我可以知道您的姓名吗？ Please , wait a moment. 请捎等。C：（打电话到房间问询时）： Excuse me sir, This is operator sorry to disturb you. Would yo