一．概述 www.6park.com

在酒店里所使用的英語(yǔ)會(huì)話，基本上是屬于商業(yè)英語(yǔ)，與日常生活會(huì)話中所使用的英語(yǔ)略有不同，較注重禮節(jié)。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(qǐng)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(qǐng)問(wèn)您想喝茶嗎？
Over here, please. Could you come this way please? www.6park.com

這邊請(qǐng)。 請(qǐng)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(qǐng)稍候，我來(lái)幫您確認(rèn)），然后請(qǐng)有能力處理的人前來(lái)協(xié)助。 www.6park.com

* 對(duì)男性客人，尊稱為Sir; 面對(duì)女性客人時(shí)尊稱為Ms. www.6park.com

在招呼客人時(shí)，最好說(shuō)“Excuse me, Sir(Ms)”, 不要直接稱呼Mr.或Ms. 至于稱呼小孩，可以直接使用Excuse me，但是不可以直接稱呼boy或girl. www.6park.com

* 正視對(duì)方的眼睛，以顯示出你的信心和誠(chéng)意。但必須注意，注視對(duì)方的眼睛，并不是無(wú)理地盯著對(duì)方看。 www.6park.com

* 在面對(duì)語(yǔ)言不通的外籍人士時(shí)，一定要多加利用手勢(shì)和肢體語(yǔ)言。但是使用手勢(shì)時(shí)要特別小心，因?yàn)閷?duì)于不同國(guó)家、民族而言，手勢(shì)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(xiàn)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(qǐng)問(wèn)尊姓大名 www.6park.com

May I have your check-out time, please?
請(qǐng)問(wèn)您什么時(shí)候結(jié)帳離開(kāi)？ www.6park.com

May I see your passport, please?
請(qǐng)讓我看一下您的護(hù)照好嗎？ www.6park.com

May I know your nationality, please?
請(qǐng)問(wèn)您的國(guó)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(qǐng)您填寫(xiě)這張表格好嗎？ www.6park.com

Could you write that down, please?
請(qǐng)您寫(xiě)下來(lái)好嗎？ www.6park.com

Could you draft the fax, please?
請(qǐng)您寫(xiě)下傳真的草稿好嗎？ www.6park.com

Could you hold the line, please?
請(qǐng)不要掛電話好嗎？ www.6park.com

3．詢問(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(qǐng)問(wèn)您要喝茶還是咖啡？ www.6park.com

Would you like to take a taxi?
請(qǐng)問(wèn)您要搭計(jì)程車嗎？ www.6park.com

Would you mind sitting here?
請(qǐng)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問(wèn)。 www.6park.com

www.6park.com

When would you like to visit Kunshan?
請(qǐng)問(wèn)您想要何時(shí)參觀昆山？ www.6park.com

When would you like to have lunch?
請(qǐng)問(wèn)您想在哪里用餐？ www.6park.com

What time would you like to eat?
請(qǐng)問(wèn)您想何時(shí)用餐？ www.6park.com

Who would you like to contact?
請(qǐng)問(wèn)您想和誰(shuí)聯(lián)絡(luò)？ www.6park.com

Which kind of room would you prefer?
請(qǐng)問(wèn)您喜歡哪一種房間？ www.6park.com

How would you like to settle your bill?
請(qǐng)問(wèn)您的賬單如何處理？ www.6park.com

How long would you like to stay?
請(qǐng)問(wèn)您要逗留多久？ www.6park.com

How many tickets would you like to buy?
請(qǐng)問(wèn)您要買幾張票？ www.6park.com

www.6park.com

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(qǐng)問(wèn)需要我把窗簾拉上嗎？ www.6park.com

Shall I draw you a map?
請(qǐng)問(wèn)要我為您畫(huà)一張地圖嗎？ www.6park.com

Shall I make the reservation for you?
請(qǐng)問(wèn)要我為您安排預(yù)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(qǐng)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(qǐng)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、部門名稱，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(tái)，請(qǐng)問(wèn)您需要服務(wù)嗎？ www.6park.com

www.6park.com

（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(qǐng)對(duì)方再等一會(huì)兒 www.6park.com

Just a moment, please. www.6park.com

請(qǐng)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(qǐng)您稍候好嗎？ www.6park.com

www.6park.com

www.6park.com

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

www.6park.com

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4.道歉 www.6park.com

如果是自己的錯(cuò)就說(shuō)“I am sorry.”; 如果是公司的錯(cuò)，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(cuò)誤我深致歉意。 www.6park.com

www.6park.com

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5.客人對(duì)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

www.6park.com

www.6park.com

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(dāng)客人準(zhǔn)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

www.6park.com

8．當(dāng)客人的英語(yǔ)難以理解時(shí) www.6park.com

面對(duì)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?qū)Ψ秸f(shuō)“Just a moment, please.”, 然后請(qǐng)求他人協(xié)助。 www.6park.com

Pardon? www.6park.com

對(duì)不起？ www.6park.com

Pardon me? www.6park.com

對(duì)不起？ www.6park.com

I beg your pardon? www.6park.com

對(duì)不起請(qǐng)?jiān)僬f(shuō)一遍好嗎？ www.6park.com

Could you repeat that, please? www.6park.com

請(qǐng)您重復(fù)一遍好嗎？ www.6park.com

若是不敢肯定對(duì)方所說(shuō)的部分內(nèi)容時(shí)，可以將不明白的部分重復(fù)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

電話英語(yǔ)的應(yīng)對(duì) www.6park.com

1． 接電話時(shí)不可以簡(jiǎn)單地回答“Hello”,而應(yīng)報(bào)上自己的公司或所屬單位的名稱。例如： www.6park.com

“Hello, this is Information Desk.” www.6park.com

您好，這里是問(wèn)詢處。 www.6park.com

“Information Desk speaking. May I help you?” www.6park.com

問(wèn)詢處，請(qǐng)問(wèn)您要服務(wù)嗎? www.6park.com

2.打錯(cuò)電話時(shí) www.6park.com

如果是外線打錯(cuò)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(cuò)電話了。 www.6park.com

This is the LI JIA Hotel, 2234-1156. www.6park.com

這里是麗嘉酒店，電話是2234-1156。 www.6park.com

如果是總線轉(zhuǎn)錯(cuò)內(nèi)線時(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(yù)約處，我?guī)湍D(zhuǎn)接到餐廳預(yù)約柜臺(tái)。 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。我們無(wú)法為您轉(zhuǎn)接中式餐廳。請(qǐng)您改撥2234-1156好嗎？ www.6park.com

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3.當(dāng)負(fù)責(zé)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(xiàn)在外出。他應(yīng)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。請(qǐng)您在線上稍侯好嗎？ 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(qǐng)他回電。 www.6park.com

May I have your name and phone number, please? www.6park.com

請(qǐng)告訴我您的大名和電話好嗎？ www.6park.com

4.當(dāng)會(huì)話結(jié)束時(shí) www.6park.com

結(jié)束電話中的對(duì)話時(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(qǐng)和我聯(lián)絡(luò)。 www.6park.com

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三．柜臺(tái)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(tái) www.6park.com

www.6park.com

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(qǐng)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(duì)嗎？ www.6park.com

G: Yes. That’s all. www.6park.com

對(duì)，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(tái)，這邊請(qǐng)。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(dāng)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