HSKP096 英文服务礼貌用语176186.docx

1、HSKP096 英文服务礼貌用语 176186房务部管家部培训手册Rooms Division-Housekeeping Training Manual 分 部 门 : 管家部 培训标题 : 英文服务礼貌用语 题目编号 : HK - TM - 096 培训课时 : 45 分钟 培训教师 : 行政副管家 页 数 : 11宗旨：让员工了解英文服务礼貌用语内容:客房服务礼貌用语Housekeeping Service Sentences01.Good morning ,Housekeeping. May I help you? 早上好，管家部。有什么可以帮到您？02Housekeeping ,May

2、 I come in? 管家部.我可以进来吗？03May I do the turn down service for you? 我可以为您开夜床吗？04May I replenish your mini bar? 我可以为您补充迷你吧吗？05May I clean/make up your room? 我可以为您清洁/整理房间吗？06.When would you like your room to be cleaned?At what time would you like your room cleaned? 您想什么时候清洁您的房间呢？07Shall I come back later

3、 ,sir? 先生，我可以稍候再来吗？08Im sorry , I dont understand, Could you please show me? 对不起，我不是很明白，你可以指给我看吗？09Im sorry , I dont understand, Ill get you the manager. 对不起，我不是很明白，我去叫经理来。10. Could you sign here , please? 请您签在这儿，好吗？11Could you fill in the laundry form , please? 请您填写这张洗衣单，好吗？12When do you need your

4、laundry back, sir/madam? 您什么时候需要您的衣服呢？先生/女士？13Im sorry, we cant fix it today. 对不起，我们今天修不好它。14Let me call a repairman to do it . 我打电话叫修理工来。房务部管家部培训手册Rooms Division-Housekeeping Training Manual 分 部 门 : 管家部 培训标题 : 英文服务礼貌用语 题目编号 : HK - TM - 096 培训课时 : 45 分钟 培训教师 : 行政副管家 页 数 : 1115Anything else I can do

5、for you? 我还能帮您其它什么忙？16What can I do for you? 我能为您做什么吗？17. Has your room been cleaned? 您的房间有打扫过吗？18Ill bring it right away/at once.我马上拿过来。19Excuse me,Do you have any laundry, sir？打扰一下，先生。有需要送洗的衣物吗？20Ill send it at once.我立刻送来。21I hope you enjoy your stay with us.我希望您入住愉快。22May I check your room, sir?我

6、可以检查一下您的房间吗，先生？23Please let me show you.让我拿给您看一下。24We have express service, We deliver it within 4 hours at a 50% extra charge.我们提供加快洗衣服务。我们会在四小时内送过来，但要加收50%的费用。25. Im afraid its too late for todays normal laundry, sir, we can deliver it tomorrow around 18:00PM.先生，现在恐怕已经过了今天的正常洗衣时间，您的衣服要明天下午6点才可以送回。

7、26If your laundry is received before noon, we will deliver it to your room by 18:00PM the same day.如果我们在中午之前收到您的洗衣，当天下午6点前您的衣服会送到您房间。27If we receive it after noon, we will get it back to you by 18:00PM the next day.如果我们是在中午以后才收到您的洗衣，我们会在第二天下午6点前送回给您。28May I haveknow your room number, please?可以告诉我您的房

8、间号码吗？29Whats your room number, please?您的房间号码是多少？房务部管家部培训手册Rooms Division-Housekeeping Training Manual 分 部 门 : 管家部 培训标题 : 英文服务礼貌用语 题目编号 : HK - TM - 096 培训课时 : 45 分钟 培训教师 : 行政副管家 页 数 : 1130The laundry list is in the drawer of the wardrobe.洗衣单放在衣柜的抽屉里。31Dont worry, sir. Would you please contact the rec

9、eption, they will help you to solve this problem.不要担心，先生。您可以与前台联系，他们会帮您解决这个问题。32Would you sign this mini bar voucher, please?请您签一下这张客房酒吧单，好吗？33Would you get me some ice cubes?您能给我一些冰块吗？34The toilet doesnt flush.座厕不能冲水了。35Would you please get me some hot water?你能给我一些热水吗？36My room is 1818,and the beds

10、ide lamp doesnt work.我的房间是1818，床头灯坏了。37Can you get me an extra pillow?您能给我多加一个枕头吗？38Would you please help to change the bed sheet?您能帮我换床单吗？39The wash basin is blocked, can you call someone to fix it?洗手盆堵塞了，你能找个人来修理一下吗？40Could you please tell me where is the Chinese Restaurant?你能告诉我中餐厅在哪儿吗？41The Chin

11、ese Restaurant is on the 3rd floor. 中餐厅在三楼。42When does the Gourmet palace open?乾隆坊鱼翅楼什么时候开始营业？43Its seven oclock.七点钟。44. My room smells, can you spray some Air-fresheners?It is a little peculiar smell in my room, can you spray some air fresheners?我房间有异味，你能喷点空气清新剂吗？45Im so sorry about that ,we have j

12、ust run out.真是抱歉，我们刚好把东西全借出去了。房务部管家部培训手册Rooms Division-Housekeeping Training Manual 分 部 门 : 管家部 培训标题 : 英文服务礼貌用语 题目编号 : HK - TM - 096 培训课时 : 45 分钟 培训教师 : 行政副管家 页 数 : 1146Could I borrow a hair dryer for a moment?我能借一个吹风筒用一下吗？47Certainly, sir Ill bring it right away.当然可以，先生。我马上拿过来。48Excuse me. Where is

13、 the swimming pool?不好意思。请问游泳池在哪？49Its on the 20th floor.在20楼。50I need the laundry service, could you call someone to pick up my laundry?我需要洗衣服务，你能叫人来取我的衣服吗？51Our room has all kinds of drink.我们的房间有多种饮料提供。52Please dial the telephone number“5”for housekeeping.请拔打“5”打电话给管家部。53Im afraid I cant help you .

14、 If you dont mind I will report it to my supervisor immediately.恐怕我帮不到您，如果您不介意，我将马上报告给我的主管。54Shall I call a doctor for you ?我能为您叫医生吗？55According to the hotel policy ,the damage must be paid for.按照饭店制度，损坏物品须照价赔偿。56Dont worry, Madam. when did you find it had lost?不要担心，太太。您什么时候发现东西已经丢失了？57What dose it

15、look like?是什么样子的？58Have you searched your room carefully?您仔细找过您的房间吗？59May I help you to look through the room once again? 我能帮您再检查一下房间吗？60. Good morning (Good afternoon, Good evening ),sir or madam, welcome to our hotel. 早上好(下午好，晚上好)，先生或太太欢迎到我们酒店。61. Here is your room card ,its room 1108. 这是房卡，1108房。

16、62May I help you with your luggage,Mr wang?我来帮你拿行李好吗？王先生。房务部管家部培训手册Rooms Division-Housekeeping Training Manual 分 部 门 : 管家部 培训标题 : 英文服务礼貌用语 题目编号 : HK - TM - 096 培训课时 : 45 分钟 培训教师 : 行政副管家 页 数 : 1163. Its very kind of you,thank you! 你真好，谢谢您!64You are welcome. Come this way ,please. Here is room 1108. 不

17、用客气，请往这边走，1108房到了。65This is your room. I hope you like it .这是您的房间，希望您喜欢它。66May I put the luggage here?(shall I put it here)?请问把行李放在这里行吗？（放这里可以吗）？67Hope you have a good stay in our hotel!祝您在此过得愉快!68Hope you have a good trip!祝您旅途愉快！69Have a good day!/ Have a good night!/ Good night!祝您今天过得愉快!/祝您晚上过得愉快!

18、/晚安70You are welcome,its my pleasure.请不用客气，我乐于效劳。71When you need our service please call the service centre , (Please call the Housekeeping, The telephone number for the housekeeping is ) we will be ready to serve you. 如你需要服务，请打电话到服务台，（请打电话到管家部，电话号码是）我们将随时为您服务。72Is there anything else I can do for y

19、ou? 还有什么可以为您服务的吗？房务部管家部培训手册Rooms Division-Housekeeping Training Manual 分 部 门 : 管家部 培训标题 : 英文服务礼貌用语 题目编号 : HK - TM - 096 培训课时 : 45 分钟 培训教师 : 行政副管家 页 数 : 11核心词语Key WordsJunior Suite标准套房Junior Suite With Kitchen标准套房（带厨房）Executive Suite商务套房Executive Suite With Kitchen商务套房（带厨房）Executive Club Double Bed R

20、oom商务客房（大床）Executive Club Twin Beds Room商务客房（双人床）Deluxe Double Bed Room豪华客房（大床）Deluxe Twin Beds Room豪华客房（双人床）Duplex Suite(with 2 bed rooms)复式套房（带厨房）Presidential (With 3 Bed Rooms)总统套房Apartment公寓房Happy birthday生日快乐Executive Housekeeper 行政管家Assistant Executive Housekeeper副行政管家Floor Supervisor楼层主管P.A S

21、upervisor公共区主管Room Attendant楼层服务员P.A Attendant公共区服务员Gardener花工Order Taker办公室文员Pantry工作间Work Sheet工作表Sleep Out （S/O）外宿Long-staying (L/S)长住房Lost And Found (L/F)失物招领No Need Service(NNS)不需要服务Late Check-Out 延迟退房Extra Bed加床Group团体Double Lock (D/L)双重锁Morning Call(M/C) 早晨叫醒服务 Connecting Room 相连房Express Laun

22、dry Service加快洗衣服务General Cleaning(G/C)大清洁Out Of Order(OOO) 维修房Out Of Town （OOT）离开本地外宿房Turn Down Service开夜床服务Wake Up Call叫醒服务Light laggage(L/B)轻行李No Baggage(N/B)无行李Vacant Clean(V/C)干净空房Vacant Dirty(V/D)未打扫空房Occupied Clean(O/C)干净住房Occupied Dirty(O/D)未打扫住房Over Night (O/N)夜班Door门Door Bell门铃Door Stopper门

23、挡Key钥匙Connecting Door相连门Door Knob Menu早餐牌Fire Escape Plan走火图Make Up Room Sign清洁房间卡Do Not Disturb Card请勿打扰卡Standing Hanger立式衣架Wardrobe衣柜Cloth Brush衣刷Hanger衣架房务部管家部培训手册Rooms Division-Housekeeping Training Manual 分 部 门 : 管家部 培训标题 : 英文服务礼貌用语 题目编号 : HK - TM - 096 培训课时 : 45 分钟 培训教师 : 行政副管家 页 数 : 11Safety

24、Box保险箱Bathrobe浴袍Laundry List水洗单Pressing净烫服务Laundry Bag (plastic)塑料洗衣袋Dry Cleaning List干洗单Shoe Shine Basket鞋篮Laundry Bag(Cotton)布洗衣袋Shoe shine Cloth擦鞋布Shoe Polisher擦鞋器Shoe Horn鞋拔Shoe Shine Service Card擦鞋标签纸Umbrella雨伞Slippers拖鞋Air conditioner空调Furniture家具Match火柴Ashtray烟灰缸Bedside Lamp床头灯Ball Pen圆珠笔Tele

25、phone电话Bed-Side Table床头柜Telephone Book本市电话本Message Light留言灯Memo Pad Holder便条纸夹Memo Pad（notepaper)便条纸 Gas mask 防毒面具No smoking Card请勿吸烟卡Duvet羽绒被Picture(painting)挂画Pillow枕头Duvet Cover羽绒被套Good Night Card晚安卡Pillowcase枕头套Blanket毛毯Control Panel床控板Arm Chair扶手椅Chair椅子Lace Curtain纱帘Curtain窗帘Wall Paper墙纸Remote

26、 Control摇控器Dressing Table梳妆台Drawer抽屉Newspaper报纸Mirror镜子Table Lamp台灯Service Directory服务指南Sofa沙发Standing Lamp落地灯Baggage行李Luggage Rack行李架Rubbish Bin垃圾桶Rubbish Bag垃圾袋Television(TV)电视机TV Guide电视节目指南房务部管家部培训手册Rooms Division-Housekeeping Training Manual 分 部 门 : 管家部 培训标题 : 英文服务礼貌用语 题目编号 : HK - TM - 096 培训课时

27、 : 45 分钟 培训教师 : 行政副管家 页 数 : 11Travels Map旅游地图Stationary Folder文具夹Guest Letter客信Letter Paper信纸Envelope信封Air Envelope航空信封Local Envelope本地信封Post Card明信片Luggage Sticker行李标贴Pencil铅笔Fax Paper传真纸Fax Machine传真机Sewing Kit针线包Shopping Bag购物袋Vase花瓶Magazine杂志Bathroom卫生间Bathroom Mirror浴室镜Wash Basin洗手盆Bath Tub浴缸Ti

28、ssue Paper面纸Tissue Paper Box面纸盒Toilet Paper厕纸Shower Curtain浴帘Shower Rail浴帘杆Cloth Hook挂衣钩Bath Towel浴巾Hand Towel手巾Face Towel面巾Bath Mat防滑垫Weight Scale体重磅Soap Dish皂碟Water glass水杯Shampoo洗发水Hair Conditioner护发素Bath Foam淋浴液Body Lotion润肤Tooth Brush/Paste牙刷/膏Shower Cap浴帽Soap香皂Cotton Ball棉花球Cotton Swab棉签Bath Salt浴盐Bath Salt Container浴盐瓶Emery Board指甲挫Sanitary Bag卫生袋Tower Basket布草篮Clothes Line晾衣绳Shower Head花洒头Shower 淋浴Floor Drain地漏Razor