下载文档原格式
酒店英语培训-前台接待用语Good morning，Front Office，can I help you？早上好，前厅，我能帮您忙吗？Good morning，sir. May I be of service？早上好，先生，我可以为您服务吗？Are you checking out today？您今天要结帐吗？Would you like to vacate the room now，sir？先生，您现在要退房吗？What’s your room number，please？请问您房号？Can I have your room number and your name，please？请问您的房号和姓名？Did you have breakfast this morning？您今天用过早餐吗？Did you take anything from the mini-bar this morning，sir？先生，您今天早上是否从房间冰箱里取过饮料？Have you signed any chit in the last hour，sir？先生，您在刚才的一个小时内是否签过单？Your bill comes to ＄840 including the service charge.您的帐单共计840美元，包括服务费在内。
Your bill totals ＄1000 excluding 10 percent service charge.您的帐单共计1000美元，不包括10％的服务费。
Here is your bill，would you like to check it？这是您的帐单，请过目。
Would you like to check and see if your bill is correct？您是不是检查一下，看您的帐单是否正确？Is your luggage down yet，sir？if not，I will send a bellman to help with your luggage.先生，您的行李是否已经拿下来了？如果没有，我将叫一名行李员帮您拿下来。
前台接待日常用语Part 1 Greetings第一部分问候1. Welcome to haiyatt garden Hotel . I’m ***, what should I call you, please?欢迎光临海悦酒店。
我是***，请问我该怎么称呼你呢？2. Good morning/afternoon/evening, Sir/Madame. What can I do for you?先生/女士，你好！请问我能为您做点什么？3. My name is ***, is there anything else I can do for you, just let me know.我叫***，如果需要我为您做些什么，请告诉我。
4.If you have any problems, please feel free to contact us .如果你有任何需要，请随时联系我们。
Part 2 Helping to Check-in第二部分帮助入住1. Please have a seat for a while I’ll help you with the check-in procedure.请在那边稍坐一会儿，我将会为您办理入住手续。
2. Would you please give me your passport and credit card ?, I’ll return them to you right away after the check-in procedure.请把您的护照和信用卡交给我。
办完入住手续后，我会马上归还给您。
3. How many nights will you stay this time?这次入住您会住多少天？4. Which room would you like, smoking room or non-smoking room?您是要吸烟房间还是不吸烟房间？5. Excuse me, Sir/Madame. How would you like to pay the deposit, together or separately?先生/女士，不好意思，打搅一下。
前台接待英语口语Check in入住A:Good morning, sir。
Welcome to Golden Ocean Holiday Inn 。
May I help you? 早上好，先生,欢迎光临金海洋假日酒店，请问有什么可以帮到您的?A： would you like single room or double room?请问您需要单人房还是双人房？B： I like a single room./I have a reservation for a single room我要一间单人房。
/我订了一间的单人房。
A：May I have your name， sir， please?请问先生用什么名字预订？B：My friend help me the book，She used the name of zhang peng我那个叫张朋的朋友帮我预定的房间A:Just a moment , sir。
Let me check the reservation for you.请稍等先生，让我为您查找.A： May I have your passport.请把您的护照给我一下B：Yes.Here you are.当然，给您。
A:Thank you。
Mr Zhao.Please sign here谢谢,赵先生，请在这里签个名。
B:Yes。
好的。
A：Mr Zhao ， How long would you like stay here？赵先生,请问您打算住多久?B：Just one night。
只是一个晚上。
A:Thank you. How would you like to pay the deposit？ In cash or credit card？谢谢！请问押金是给现金或是刷卡呢？B：Credit card.信用卡.A：May I have your credit card ?可以借用您的卡吗？B：Yes。
酒店前台接机接待流程英语Airport Pickup Guest Reception Procedure.Pre-Arrival:Confirm the guest's arrival information (flight number, arrival time, number of guests).Check for any special requests or VIP status.Prepare welcome amenities and guest information pack.Arrival at the Airport:Greet the guest warmly upon their arrival at the airport.Identify yourself and the hotel you represent.Assist with luggage retrieval and ensure it is loadedonto the hotel's transportation.Transfer to the Hotel:Provide the guest with information about the hotel's location, amenities, and services.Engage in pleasant conversation to make the journey comfortable.Ensure the guest is satisfied with the transportation arrangement.Arrival at the Hotel:Welcome the guest to the hotel and thank them for choosing your establishment.Assist the guest with their luggage to the front desk.Greet the guest by name and confirm their identity.Check-In Process:Obtain the guest's identification and credit card for registration.Verify the guest's reservation and room availability.Process the check-in efficiently and accurately.Provide the guest with the room key and any necessary information cards.Guest Orientation:Provide a brief overview of the hotel's facilities, including restaurants, fitness center, and other amenities.Explain the hotel's safety and emergency procedures.Offer assistance with any special requests or needs.Escorting to the Room:Accompany the guest to their room and ensure they are satisfied with its condition.Explain the room's features and amenities.Answer any questions or provide additional information.Departure Preparation:Inquire about the guest's departure plans and offer assistance.Confirm checkout time and make arrangements forluggage storage or transportation.Thank the guest for their stay and invite them toreturn in the future.Additional Considerations:Be professional, courteous, and attentive throughoutthe interaction.Maintain eye contact and use clear and concise language.Offer personalized service tailored to the guest's individual needs.Handle any unexpected situations promptly and efficiently.Ensure that the guest leaves with a positive impression of the hotel and its staff.Sample Dialogue:Airport:"Good evening, Mr. Smith. Welcome to our city. I am Emily from the Grand Hotel. I will be assisting you with your arrival today."Transfer:"We have a comfortable limousine waiting for you outside. During our ride to the hotel, let me tell you a little bit about our amenities and services."Check-In:"Welcome back to the Grand Hotel, Mr. Smith. We have you booked in a spacious king room on the 10th floor with a stunning city view."Room Orientation:"Your room is equipped with a minibar, coffee maker, and a flat-screen TV. The bathroom features a marble bathtub and a separate shower."Departure:"Mr. Smith, your checkout is scheduled for tomorrow at 12 PM. We can arrange a taxi to the airport or store yourluggage until your departure."Final Farewell:"Thank you for staying with us, Mr. Smith. We hope you enjoyed your time and look forward to welcoming you again soon."。
前台接待访客常用会话The work of a receptionist1 is interesting and varied2. 前台的活可是不少。
The work is also important because the receptionist is the first person visitors see when they come to a firm. So the receptionist gives them the first idea of the firm.我们来看看Rose 这位前台是怎样接待来访客人的吧。
Rose is a receptionist at Modern Office limited. In this part Rose will speak to Mr. Hussein, who has an appointment with the Sales Manager Mr. Shelli at 11:30.ROSE: Good morning. Can I help you?MR HUSSEIN: Good morning. Is this Modern Office Ltd.?ROSE: Yes it is.MR HUSSEIN: I have an appointment with the Sales Manager at 11: 30.ROSE: May I have your name, please?MR HUSSEIN: Hussein. Omar Hussein. I'm from the Gulf3 Trading Company.ROSE: Let me see... Ah yes, Mr Hussein.Please take a seat, Mr Hussein. I'll tell the Manager's Secretary you are here.(DIALS)MARIA: Mr Shelli's Office.ROSE: Hello Maria, this is Reception. Mr Omar Hussein is here. He has an appointment with Mr Shelli at 11.30.MARIA: Mr Omar Hussein?ROSE: Yes, he's from the Gulf Trading Company.MARIA: Oh, yes, that's right. I'll come and fetch him now.ROSE: Thanks. (REPLACES PHONE) Mr Shelli's secretary is coming down now.MR HUSSEIN: Thank you.MARIA: Mr Hussein?MR HUSSEIN: Yes, that's right.MARIA: I'm the Sales Manager's secretary. Please come this way. I'll take you to his office.The second visitor is Mr Li. He has not an appointment, but he wants to see Mr Shelli.MR LI: Good morning.ROSE: Good morning. Oh, Mr Li. How are you? 'MR LI: I'm fine, thanks, and you?ROSE: Oh, busy as usual. Do you want to see Mr Shelli?MR LI: Yes, please.ROSE: Have you an appointment?MR LI: Er... No, I haven't. You see, I only arrived in the country this morning.ROSE: Well, I know he's busy at the moment but I'll ask his secretary when he'll be free. Please sit down.MR LI: Thank you.(DIALS)MARIA: Mr Shelli's office.ROSE: Oh, hello Maria. It's reception again. I have Mr Li here. He hasn't an appointment but he'd like to see Mr Shelli. When will he be free?MARIA: Let me see ... Well, Hmmm, he'll be free about 12.30. Can Mr Li wait?ROSE: Mr Shelli will be free about half past twelve. Can you wait?MR LI: What's the time now?ROSE: It's nearly 12: 00.MR LI: Oh that's fine. I'll wait.ROSE: (TO MARIA) Maria, Mr Li will wait.MR LI: Right. I'll fetch him when Mr Shelli's free.ROSE: Thanks. (REPLACES PHONE) (TO MR LI) She'll come and fetch you later.MR LI: Thank you.ROSE: Where are you staying, Mr Li?MR LI: At the Plaza1.ROSE: The Plaza?MR LI: Yes, I usually stay there.MR LEFERE: Good morning.ROSE: Good morning. Can I help you?MR LEFERE: Er, yes. I have an appointment1 with Mr Ballito at a quarter past ten.ROSE: May I have your name please?MR LEFERE: Paul Lefere…from the International Hotel Group.ROSE: Thank you. Please take a seat, Mr Lefere, and I'll phone Mr Ballito's office.(DIALS)OPAL: Mr Ballito's office.ROSE: Hello, Opal. This is Reception2. Mr Lefere is here for his 10:15 appointment.OPAL: Oh yes Rose. Mr Ballito's expecting him. He is in Room 9 on the first floor.ROSE: Thanks. (REPLACES PHONE) MR Lefere, would you please go up to Room 9 on the first floor. Mr Ballito's expecting you.MR LEFERE: Room 9 on the first floor.ROSE: That's right. The stairs are on the left.MR LEFERE: Thank you.MR SING: Excuse me. Is this Modern Office Ltd.?ROSE: Yes, that's right. Can I help you?MR SING: Well, I'd 'like to see the Director1 about contracts2 for office furniture. Here's my card.ROSE: Thank you. (READING CARD) Mr Sing. Have you an appointment, Mr Sing?MR SING: Er... No, I'm afraid I haven't.ROSE: Well, the Sales Manager usually deals with contracts. That's Mr Shelli.MR SING: Oh, is it possible to see him now?ROSE: Just a moment please. I'll phone his secretary to see if he's free. Please take a seat.MR SING: Thank you.(DIALS)MARIA: Mr Shelli's office.ROSE: Hello Maria. Rose here, Reception. I have a Mr Sing here. He wants to know about office furniture contracts. Is Mr Shelli free to see him?MARIA: Yes, he is. In fact, he's in his office, now. His 10:15 appointment was cancelled. Send Mr Sing up.ROSE: Right. (REPLACES PHONE) Mr Shelli is free, Mr Sing. Please go up to his office. It's Room 3 on the second floor.MR SING: Room 3 on the second floor.ROSE: That's right. The stairs are on the left…or there' s a lift at the end of the corridor3.MR SING: Second floor... I think I'11 take the lift.。
一、欢迎(Greeting)：1、“早上好/中午好/晚上好，欢迎光临汇美酒店。
”“Good morning/afternoon/evening, welcome to Hui Mei Hotel.”2、“见到您真高兴！”“Nice to meet you!”3、“好久不见，您还好吗？”“Long time no see. How are you?”4、“敬请光临！”“We welcome you and would appreciate your advice!”二、询问(Inquiry)：1、“您好，请问您有预订吗？”“Excuse me, do you have any reservation?”2、“请问您需要住多久呢？”“Excuse me, how long will you stay with us?”3、“请问有什么可以帮到您吗？”“What can I do for you?”4、“请出示一下您的证件好吗？”“May I have your passport please?”5、“请问您需要叫醒服务吗？”“Excuse me, do you need morning-call service?”三、道歉(Apologize)：1、“不好意思，打扰您了。
”“I am sorry to disturb you?”2、“非常抱歉，这是我的错。
”“I think I am very sorry, it’s my fault.”3、“对本酒店给您造成的不便之处我们深感歉意！”“We are awfully sorry for the inconvenient.”4、“不好意思，让您久等了。
”“I am sorry to have kept you waiting.”四、感谢(Thanks)：1、“谢谢您的建议/意见。
”“Thanks for your suggestion/opinion.”2、“谢谢您的来电。
酒店礼宾部常用英语对话值得收藏集团文件版本号：（M928-T898-M248-WU2669-I2896-DQ586-M1988）酒店礼宾部常用英语对话，值得收藏！泛瑞翻译一、门童英语Goodmorning, sir. Welcome to our hotel.早上好，先生，欢迎光临。
Goodafternoon, madam. Are you going to check in下午好，女士，您打算登记入住吗？Pleasecheck in at the reception desk in the lobby.请到大堂接待处登记。
Wouldyou like a taxi您想叫出租车吗？Whereare you going, sir先生，您打算去哪里？Ittakes about ten minutes by taxi.坐出租车大约要10分钟。
Just amoment, please. I’m sure a taxi will be available in a few minutes.请稍等，过几分钟就会有出租车的。
There’sparking space in the garage.停车场有空位。
Parkingis free for guests of the hotel.宾客免费停车。
If youdon’t know how to come back, give us a call.如果您不知道怎么回来，可以给我们打电话。
Have apleasant trip, sir.先生，祝您旅途愉快。
二、行李员英语May Itake your luggage for you我来帮您拿行李，好吗？Just amoment, please. I’ll bring a luggage cart.请稍等一下，我去推一辆行李车来。
Don’tworry, sir. Your luggage will be sent up at once.先生，别担心，您的行李很快就会送上去。
酒店前台接待日常英语口语酒店前台接待日常英语口语Part 1 Greetings问候1.Welcome to XXXX Hotel . I’m..., what should I call you, please?欢迎光临XXX酒店。
我是...，请问我该怎么称呼你呢？2. Goodmorning/afternoon/evening, Sir/Madam. What can I do for you?先生/女士，你好！请问我能为您做点什么？3. Myname is ..., is there anything else I can do for you, just let me know.我叫...，如果需要我为您做些什么，请告诉我。
4.If youhave any problems, please feel free to contact us .如果你有任何需要，请随时联系我们。
5.Haveyou make a reservation ?\Have you booked the room?\Are you the vip?请问有预订吗？\请问你是会员吗？6.Whatkind of room would you like ?请问您需要什么类型的房间。
7.Sorry,I don’t quite understand .对不起，我不是很明白。
8.I’mafraid we’ve fully booked for that time .抱歉，我们那个时段已给订满了。
9.It’sthe hot /peak/busy season ,you know ?这是酒店业的旺季。
10.Excuseme ,How do spell it ,please ?打扰一下，您能拼写一下您的名字吗？11.We canonly keep your table /room till …我们能保留您的房间直到...12.Let meshow you to your room ,this way please .让我带您到房间，这边请。
酒店前台接待常用英语集团文件版本号：（M928-T898-M248-WU2669-I2896-DQ586-M1988）基本待客英语（一）在正式的英语表现里，疑问基本句型可分为下列四种：1. May I ~2. Could you ~3. Would you ~4.Shall I ~?只要理解这四种基本的句型，就可以处理大部分业务上的状况。
1．自己要做什么事时，就使用May I ~May I have your name, please?请问尊姓大名May I have your check-out time, please请问您什么时候结帐离开May I see your passport, please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 tea 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 Foshan请问您想要何时参观佛山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 you 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 FOSHAN Electrcical Hotel.中午好，先生，欢迎光临佛山电子宾馆Good evening, Ms. 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 can’t 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 the 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。
Please 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?对不起？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 number.不好意思，您打错电话了。
This is the FOSHAN Electrcical Hotel,这里是佛山电子宾馆.如果是总线转错内线时，可以回答：This is Room Reservations. I’ll 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。
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？I’ll tell him to call you back when he returns.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（Bellman）C=服务员 (Clerk)H=（Housekeeping）BC=（Bell Captain）G=客人（Guest）To the Front Desk.带客人到柜台B: Good evening, Ms. Welcome to FOSHAN Electrcical Hotel.小姐，晚安。
欢迎光临佛山电子宾馆。
G: Thank you.谢谢你。
B: How many pieces of luggage do you have?请问您有多少件行李？G: Just this three.只有这3件。
B: Two suitcases and one bag. Is that right?2个旅行箱和1个手提皮包，这样对吗？G: Yes. That’s all.对，就这些了。
B: I’ll show you to the Front Desk. This way, please. I’ll 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。
G: I see, thanks.我知道了，谢谢。
B: 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。
G: OK. Fine.好极了。
B: Please enjoy your stay.祝您住宿愉快。
Taking a guest to the room。
