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酒店礼貌英语HOTEL COURTESY ENGLISH接待处礼貌服务英语COURTESY ENGLISH FOR RECEPTION1、请填写登记表。
Please fill in the registration form.2、请稍等。
Just a moment please.3、先生，您有没有预约？Do you have a reservation with us, sir?4、您预备如何付款呢？How would you like to pay your bill?5、请问怎么拼呢？How do you spell that, please?6、我在贵店预订了房间。
I have a reservation with you.7、请让我刷您的信用卡好吗？May I print down your card, please?8、早上好***先生（女士），有一位先生（女士）在大堂想和您通话，请稍候。
Good morning/afternoon/evening, Mr/Mrs….There is a Mr/Mrs…in the lobby whowants to speak to you. Just a moment, please. 9、对不起，电话没人接。
I’m sorry, but nobody is answering the phone. 10、请您在这里签一下字，好吗？Would you sign here, please?11、您打算在这里逗留多长时间？How long will you be staying here?12、能对一下您的护照吗？May I see your passport?13、这是房间钥匙，您的房间号码是***。
Here’s the room key. Y our room number is***.14、我能和David讲话吗？May I speak to David, please?15、我能给他留言吗？Could I leave a message for him?16、我们希望您在这里和我们一起度过的时光非常愉快。
武陵源宾馆员工礼貌服务用语一、常用词汇先生/女士sir/ lady卫生间Toilet/ W.C/ lavatory/ bath room中餐厅Chinese restaurant西餐厅west restaurant泡脚feet-dipping演艺中心showplace全陪导游tour guide 司机driver 香皂soap 沐浴液shower洗发液shampoo 卫生纸toilet paper电吹风hair drier 剃须刀razor 毛巾towels 浴巾bath towel面巾face towel 梳子comb 牙刷toothbrush 牙膏toothpaste插座plug 烟灰缸ashtray信封envelope 衣架caathangers湿巾wet towel 茶水teas绿茶green tea北京二锅头erguotou made inBeijing啤酒beer电话号码telephone number房间号码room number二、方位：前front 后behind左left 右right三、数字0~100 zero 1 one 2 two3 three4 four5 five6six 7seven 8 eight9 nine 10 ten四、基本礼貌用语欢迎您下榻我宾馆。
Welcome to our hotel!欢迎welcome您好How do you do!/ How areyou!早上（上午/下午）好。
Good morning(afternoon)晚安！Good night!祝您节日快乐Have a good holiday!新年快乐！Happy new year!生日快乐！Happy birthday!对不起！Sorry!没关系！Don‟t mention it!不要紧！It doesn‟t matter.别客气！Y ou are welcome!再见！Bye-bye!请问我能帮到您什么吗?What can I do for you?/May I helpyou?请稍等。
酒店基本服务用语中英文酒店基本服务用语一、欢迎和问候语：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)How do you do 您好！Glad to meet you . 很高兴见到您。
3) How are you 您好吗Fine , thanks. And you 好的，谢谢。
您呢4) Welcome to our hotel (restaurant, shop). 欢迎您到我们宾馆(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 . 希望您在我们宾馆过得愉快。
(客人在饭店逗留期间)I hope you have enjoyed your stay with us . 希望您在我们宾馆过得愉快。
(客人离店时)7) Have a goodtime ! 祝您过得愉快！二、电话用语8) I’m Shangshui Hotel, Front Desk.. Can I help you 山水大酒店，前厅。
需要帮助吗9) Sorry , I’ve dialed the wrongnumber. 对不起，我拨错号了。
10) May I speak to your GeneralManager 能和你们总经理说话吗 Speaking.我就是。
11) Sorry. He is not in at themoment . 对不起，他现在不在。
Would you like to leave amessage 您要留口信吗12)Pardon对不起，请再说一遍好吗I beg yourpardon对不起，请再说一遍好吗三、祝贺语13)Congratulations! 祝贺您！14) Happybirthday! 生日快乐！15) Happy New Year! 新年快乐！16) MerryChristmas! 圣诞快乐！17) Have a nice holiday! 节日快乐！18) Wish you every success! 祝您成功！四、答谢和答应语19) Thank you (very much). 谢谢您(非常感谢) 。
酒店英语Hotel English第一章日常英语（Daily English）1、称谓语：（单独用，常放句后）先生（Sir）小姐（Miss）太太/女士（Madam）（何姓一起使用）XX先生（Mr. X）XX小姐（Miss. X）太太（Mrs. X）2、问候语：早上好/下午好/晚上好（Good morning /afternoon / evening）(初次见面打招呼) （Q：How do you do?）(A：How do you do?)(已相识之间的问候) （Q：How are you?）（A：Fine, thank you.）3、欢迎语：欢迎光临我们宾馆/餐馆。
（Welcome to our hotel./restaurant.）欢迎您来这里用餐。
（Welcome to have meals here）见到您很高兴。
（Nice to meet you.）4、致谢用于及答语：谢谢您！（Q：Thank you）乐意效劳（A：You are welcome./It’s my pleasure）谢谢您的光临/好意/提醒（Thanks for your coming./kindness./reminding.）5、道歉用语及回答：对不起。
（Q：I’m sorry.）不用介意。
（A：Don’t mention it./Never mind./ That’s all right.）打扰您了。
（Sorry to disturb you!）对不起让您久等。
（Sorry to have kept you waiting）6、听不清客人的话：请您再说一遍好吗？（Pardon?/ I beg your pardon?）您能说慢一点儿吗？（Would you please speak a little more slowly?）7、①对不起，我的英语不是很好，请稍等，我叫另一个人来帮助您。
I’m sorry, but I only speak a little English. Wait a moment, I will get someone to help you.②我去叫经理过来，他非常乐意帮您。
HK Service English服务用语问候语1、Good morning ,sir(madam) 早上好,先生(小姐)。
2、Good afternoon ,ladies and gentlemen下午好,女士们,先生们。
3、Good evening ,miss Price晚上好,普莱丝小姐。
4、How are you today ,Mr. Brown ?你今天好吗?布朗先生.。
5、I’m quite well ,thank you. 我很好,谢谢你。
6、Hs good to see you again ,sir(madam)再次见到你真高兴,先生(小姐)。
7、Nice to meet you ,sir. 见到你真高兴，先生.。
8、Are you Mrs. Best? 你是贝丝特夫人吗?9、You must be professor Ford. 你一定是福特教授。
10、May I know your name, sir(madam)?我可以知道你的名字吗?先生(小姐)。
11、Here’s a letter for you ,Dr white.怀特医生,这儿有你的一封信。
12、you’re wanted on the phone, Captain Smith.史密斯船长,有你的电话。
13、Welcome to our hotel, miss Henry.欢迎来到我们酒店,享利小姐。
14、May I be of service to you, Mr. Baker ?我能为你服务吗?贝克先生?15、Can I help you, Ms Blake?能帮你吗?布雷克小姐?16、Would you take the seat ,young lady ? 请坐，小姐。
提供帮助7、May I help you ?18、Can I help you? 我能帮你吗?19、What can I do for you ? 我能为你作什么?20、May I take your bag for you?我可以为你拿你的手提包吗？21、May I help you with your suitcase?我能帮你拿你的箱子吗？22、Would you like me to call a taxi for you ?你需要我为你叫一辆出租车吗？23、Thank you very much. 非常感谢24、Thanks for the trouble . 麻烦你了25、It’s very kind of you? 你真是太好了26、No, thanks. 不用了，谢谢感谢语及应答27、You’re welcome. 欢迎你28、Not at all. 不用谢29、That’s all right. 没关系30、Don’t mention it. 别提了31、It’s my pleasure. 这是我的荣幸表示欢迎32、Welcome ,sir(madam).欢迎光临，先生（小姐）33、Welcome to our hotel ,sir (madam).欢迎光临我们酒店，先生（小姐）34、Welcome to our western restaurant.欢迎来我们西餐厅35、We’re glad to have y ou here.我们很高兴你来到之儿36、I’m always at your service ,sir (madam).随时为你效劳,先生(小姐).道歉37、I’m sorry, sir (madam).对不起,先生(小姐).38、I’m very sorry. 非常抱歉.39、I’m sorry to trouble you. 对不起打扰你了.40、I’m sorry to have taken so much of your time.对不起占用你太多时间了.41、I’m sorry to have kept you waiting .对不起让你久等.42、Excuse me for interrupting you.原谅我打挠你了.43、I hope you’ll forgive me.我希望你能原谅我.对道歉语的应答44、It doesn’t mater. 没关系.45、It’s nothing. 没什么.46、Never mind. 别放在心上.47、That’s nothing. 没什么.48、Don’t bother about that. 别再想它.49、Don’t worry about it. 别担心.50、Don’t apologize, It was my fault.别道歉,这是我的错(二) 客房服务常见用语1．Housekeeping．May I come in？我是客房的，可以进来吗？2．When would you like me to do your room，sir？您要我什么时间来给你打扫房间呢，先生？3．You can do it now if you like．如果您愿意，现在就可以打扫。
酒店常用英语-日常服务-制度大全酒店常用英语-日常服务之相关制度和职责，-(Knockingatthedoor.)-(敲门。
)-MayIcomein?-我可以进来吗?-Comein,please.-请进。
-Pleasedon'tcomein.-请不要进来。
-Justamoment(aminute),please.-请稍等一下。
-I'msorry...-(Knocking at the door.)-(敲门。
)-May I come in?-我可以进来吗?-Come in,please.-请进。
-Please don't come in.-请不要进来。
-Just a moment(a minute),please.-请稍等一下。
-I'm 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 e 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 afternoon.Will you please give me some more hot bottles and tea cups?-下午我有几位朋友来访,请给加些热水瓶和茶杯。
-Well,we'll send tea into the room when the visitors come.-好,客人来访我们会端茶进来的。
-By the way,is there any mail for me?-顺便一下,有我的邮件吗?-No.If there is,I'll give it to you in time.-没有。
一、预定1、上午/下午/晚上好，我能为您做些什么？Good morning / afternoon/ evenig, May I help you?2、请问您一共有多少人来用餐？How many presons are there in you party,Sir/Madam?How many gicests are coming?3、请问您几点到？What time would you like to arrive?4、请问您贵姓？May I have your name,please?5、可以留下您的联系方式吗？May I take your telephone number,please?6、请问您有什么需求需要我们做准备的？Is there anything specis you would like us to prepore?7、如果您有什么要求，请通知我们。
If you have further requiements,please let us know.8、恐怕我们餐厅给您留座到晚上8：00。
I'm afraid that we only can guarantee the table before 8:00in the evening.二、迎宾1 、上午好，欢迎光临。
Welcome to our restanrant.2、我能为您做些什么？May I help you?3、请问您是否有预定？Do you have a reservation?4、请问您一共有多少人来用餐？How many persons5、请这边走/请跟我来。
This way please/Follow me,please.6、先生，您看见在这里可以吗？Would you like to sit here,sir?7、您是愿意靠窗户坐还是靠门坐呢？Which do you prefer,by the window or near the door?8、您对这张餐桌还满意吗？Is this table fine with you?9、这是您的菜单，先生。
酒店基本服务用语一、欢迎和问候语：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)How do you do ? 您好！Glad to meet you . 很高兴见到您。
3) How are you ? 您好吗？Fine , thanks. And you ? 好的，谢谢。
您呢？4) Welcome to our hotel (restaurant, shop). 欢迎您到我们宾馆(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 . 希望您在我们宾馆过得愉快。
(客人在饭店逗留期间)I hope you have enjoyed your stay with us . 希望您在我们宾馆过得愉快。
(客人离店时)7) Have a goodtime ! 祝您过得愉快！二、电话用语8) I’m Shangshui Hotel, Front Desk.. Can I help you ?山水大酒店，前厅。
需要帮助吗？9) Sorry , I’ve dialed the wrongnumber. 对不起，我拨错号了。
10) May I speak to your GeneralManager? 能和你们总经理说话吗？Speaking.我就是。
11) Sorry. He is not in at themoment . 对不起，他现在不在。
Would you like to leave amessage ? 您要留口信吗？12)Pardon ?对不起，请再说一遍好吗？I beg yourpardon ?对不起，请再说一遍好吗？三、祝贺语13)Congratulations! 祝贺您！14) Happybirthday! 生日快乐！15) Happy New Year! 新年快乐！16) MerryChristmas! 圣诞快乐！17) Have a nice holiday! 节日快乐！18) Wish you every success! 祝您成功！四、答谢和答应语19) Thank you (very much). 谢谢您(非常感谢) 。
酒店礼貌服务英语COURTESY HOTEL ENGLISHWords which are “musts” in English:Please; Thank you; Excuse me; Pardon; So sorry. e.g.“Excuse me, sir. May I know your name, please?” “Mr. Smith, Thank you very much”“I’m so sorry to have bothered you.”Addressing individuals:If you do not know the guest’s name, address him/her as: “sir” or “madam”e.g.“Yes, sir.”“Good night, madam.”“May I help you, sir?”Addressing a group of guests:“Gentlemen”“Ladies”“Ladies & gentlemen”Every guest loves to hear you remember his name:If you are not sure you have the right name, say:“It’s Mr….., isn’t it?”If you do not know a guest’s name, say:“May I know your name, sir/madam?”If you need the full name, add:“And your initials, please?”“And your first name, please?”Every guest loves to hear you remember his name: Never say:“Your wife” ( or “husband”).Use the surname, say:“Mrs. ” or “Mr. ”If you are not sure they are married, say:“The lady with you.” or “The gentleman with you.”Greetings:According to the time of day, say:“Good morning, sir/madam.”“Good afternoon, sir/madam.”“Good evening, sir/madam.”Add:“May I be of your service, madam?”“May I be of your service, sir?”Greetings:Follow with:“Welcome back to *** hotel, sir/madam.”“Welcome to ** hotel, sir/madam.”“It’s nice to see you again, sir/madam.”For new arrivals:“Did you have a nice trip, sir/madam?”Add:“Have a pleasant stay in *** hotel, sir/madam.”“ I hope you enjoy your stay with us, sir/madam.”Exchange of greetings:“How are you today/ this morning, Mr. ?”If he answers, “Fine, thank you.”, say:“ I’m glad to hear that.”If he answers something not very positive about himself, say:“I’m sorry to hear that, I hope you are better now.”“I’m sorry to hear that, take it easy today.”“I’m sorry to hear that, please take care.”Exchange of greetings:If a guest sneezes while talking to you, say:“Bless you.”If a guest hurts himself, say:“I hope you did not hurt yourself.”“Are you all right, sir/madam?”Exchange of greetings:If the guest greets you first with “How are you?”, say:“Very well, thank you. (And you?)If you have an accident, and the guest sees it, the guest ask you: “Are you all right?” or “Have you hurt yourself?”, say:“I’m all right, thank you.”On leaving, say:“Have a nice day.”“Have a pleasant evening.”“Have a good weekend.”If a guest wishes you first by saying “Have a good day.”Thank him and reply:“Thank you, you too. Mr. .”“The same to you, sir/madam.”Answering a guest’s call:Say:“Yes, Mr. . May I help you?”If you can’t attend to the client immediately, say with a smile:“I’ll be with you in a moment, sir.”“It won’t be too long, sir.”“It’s only be a few moments.”“I’m serving this gentleman at the moment. I’ll be right back.”Answering a guest’s call:Never say:“Wait a minute.”Say:“ Just a moment, please.”“Would you please wait a moment?”If you are still not able to serve him/her, say:“Sorry to keep you waiting, sir/madam.”When returning to the guest, say:“Thank you for waiting.”Introducing yourself:“My name is . If there is anything we can do for you, just let us know.”When guests ask for something:Say cheerfully:“Certainly, sir, if you can excuse me, I’ll go and get it for you now.”“yes, sir.”“Certainly, madam. I’ll happy to do it.”“Here is your , Mr.When guests ask for something:If you have to leave the guest to get what they want, say:“Just a moment, please, sir. I’ll go and get it right away.”When you return, say:“I’m sorry to have kept you waiting.”“Here you are.”When guests ask for something that you can’t provide, say:“I’m very sorry we have run out of ….”“I’m sorry sir, I’m afraid we are fully booked. Perhaps you would like me to book you a room in another hotel.”“Sorry sir, I’m afraid we don’t have any single rooms. How about a double room?”When guests ask for something that you are not sure you can provide answer honestly:“If you wait a moment, sir/madam, I’ll try to find out.”“I’m sorry, madam, I’m afraid I’m not sure, but I’ll ask someone for you.”On returning with a positive answer, say:“Thank you for waiting. We do have … available.”When guests thank you:Always reply with a smile, using one of the following:“It’s my pleasure.”“My pleasure. I’m happy everything was satisfactory.”“You’re most welcome.”“Glad to be of service. Please feel free to contact us anytime.”“Thank you.”When guests apologize by saying, “Sorry”, say:“That’s all right.”“It doesn’t matter.”Giving way to guestRemember always to let guests go first:“After you, madam/sir.”When guests pass you and say:“Excuse me”,You reply is:“Certainly, Sir, after you.”Giving way to guestIf you have to pass in front of a guest, say:“Excuse me, please.”“May I come through, please?”If you sneeze, cough accidentally while serving, say:“Excuse me” or “Pardon me”.When a guest asks if he may take something“Certainly, please help yourself, sir/madam.”“Certainly, sir/madam.”If you see a guest needs help with a chair or parcel, say:“May I help you with that, madam?”“Let me help you with it, sir.”When guests ask for something and you can’t obligeYou should say:“I’m afraid such information is confidential.”“I regret, we can’t guarantee, but we’ll do our best.”“Unfortunately, dogs are not allowed here.”When a guest gives you something:Sometimes guests, out of politeness, offer you a drink; some sweets they are eating; or a souvenir, etc.Reply graciously:“That’s very kind of you. But no, thank you.”If it is something you can accept, say:“That’s very kind of you. Thank you very much.”To say “YES”“Yes, madam/sir.”“Yes I will, sir.”(If you are asked to remember something)“I’ll see to it right away; madam.”“Yes, certainly, just leave it (everything) to us, sir.”“Certainly, Mr. We’re happy to do it.”“Very good, sir. We’d be glad to help.”“Certainly, sir.”“That’s correct.”To say “NO” to a guest’s request:Say:“That won’t be necessary, thank you.”“I’m sorry, there’s no discount.”“I regret that we can’t offer you.”“Not really. It’s good value for the price.”Add:“May I be of any further assistance, sir?”Breaking away from conversation with guests:Say:“Excuse me. A guest is waiting for me.”“I’m sorry, sir. I must go. Nice talking with you.”“Will you excuse me,please?”Add:“Have a pleasant (good/nice) day, madam & sir.”“Good day, Mr. … .”If a guest explains something:Maintain eye contact, nod, and say:“I see. ”“Yes, I see.”“Oh, I see.”If a guest explains something:If you agree, you can say:“That’s true.”“Yes, exactly.”“I agree.”If you are surprised at what you hear, you can say:“Really? How/ very interesting.”“ Is that so?When a guest is embarrassed because he is slow and clumsy (or handicapped):Say:“Please take your time, sir/madam. There’s no hurry.”“Don’t worry, sir/madam. We’ll see to it.” (We’ll clean it up. Etc.)When you break into the guests’ conversation:“Excuse me, sir, may I have your membership card (credit card/ room number), please?”“Excuse me for interrupting.”“May I take up a few moments of your time?”“May speak to you for a moment sir/ madam?”Afterwards, say:“Sorry to have bothered you, madam.”When a gust asks you to hurry up.Say:“Thank you for waiting. I’ll see to it right away.”Guests demanding service:You can only serve one person at a time, so say pleasantly (Smiling):“May I ask who’s next, please?”“I’ll be with you in a moment, sir/madam.”(to the guest who is still waiting)If the guest breaks a queue to demand service, say:“I’m sorry, I must ta ke each guest by turn, sir/madam. I’ll be with you as soon as possible.”On picking up a telephone for an incoming call:Answer with a smile in your voice:“Good morning /afternoon / evening, Reservation (department etc.) May I help you?”If a guest wants an outside line, say:“Please dial 0 first, sir.”Handling mistakes:Say:“ I’m very sorry. There could have been a mistake. I do apologize.”“I’m sorry, sir/madam. I’ll look into the matter at once.”“Thank you for waiting.”Accepting complaints / criticism:Say:“Thank you for telling us, madam. It won’t happen again, Please accept our apologies. I will let the person in charge know.”When you don’t understand:Say:“ I’m sorry would you please repeat it?”“I’m sorry, I don’t quite understand. Should I get the manager?”“I beg your pardon, sir/madam.”If the guest doesn't understand you, say:“May I show you, please?”When asking the guest to do something:Never say:“Go to the next counter.”Say:“Would you please go to the next counter?”Start the request with:“Would you please …. ?”“May I …?”When the guest hands you what you requested:E.g. Cheque; card, key, etc., say:“Thank you, sir/madam.”Accepting compliments:Say:“Thank you.”If a guest praises your hotel, say:“I’m glad to hear that.”“Thank you for your compliment.”Good-byes:“Thank you for staying with us.”“Thank you for coming. Please come again.”“Good-bye, madam & sir.”If a guest is leaving hotel (after a stay), say:“I hope you enjoyed your stay with us, madam & sir. Good-bye.”“Have a pleasant journey home. Mr.& Mrs. ”“Have a nice trip home, we all look forward to seeing you soon.”Giving directions:“It will be on your right hand side. You won’t miss it.”“Go up the road to your left till you come to the junction.”“Go along this street and cross at the traffic lights.”“When you come to the junction, bear left and take the second turning on the right.”“Go straight ahead.”Giving directions:“Turn left/right at the first corner.”“Go up the escalator.”“Go down to the lobby.”“Please take the lift to 3rd floor.”“Please take the escalator to 2nd floor.”此项培训结束谢谢大家!。
