1、5) the lady with you(和您一起的女士)6) Good morning/ afternoon/ evening!7) Glad / Nice to 8) How do you do? /How are you ? 2、What can I do for 主动向客人提供帮助: 我可以帮您吗?May I help you? you? 尽量为客人多做一点: 还有什么需要我帮您吗?Is there anything else I can do for you ?1) May /Can I ?2) If you need my help , just call me please. 3
2、 、记住一些能讨人喜欢的言词: 谢谢。Thank you. 别客气。 You are welcome. 对不起。 Im sorry. 没关系。Thats all right. 请。Please.1) welcome 2) Thats all right. 4 、打扰客人之前,要提示客人: 打扰了Excuse me 这个情形可能包括诸如:打断客人谈话,为客人上菜时,进客房之前,请客人让路,你在服务时中途退场等。 5、 向客人呈递某物时: 这是您的Here is / are your(key, newspaper, boiled water, breakfast,lunch ,supper)Her
3、e you are. 6、 要客人等待时,要先有交代: 请稍等一会儿。Just a moment, please. Wait a minute, please. 我一会儿就来。I will be with you in a moment. 再返回客人身边时,对久等的客人说抱歉: 对不起,让您久等了。 Sorry to have kept you waiting . 7 、听不明白客人说话时,不要臆想,你可以: 请再说一遍好吗? I am sorry, I dont understand. Could you show me?I beg your pardon.8 、当客人因行动笨拙而显露尴尬时
4、, 安慰客人说: 请慢慢来,别着急。Please take your time, theres no hurry. 9、 向客人作自我介绍: 我叫 。如果有什么需要我帮忙,请 告诉我。 My name is . Please let me knowif theres anything I can do for you.Can I help you? 10 、与客人友好地告别,让 客人对你和酒店留下深刻印象: 再见。Goodbye. 祝您今天过得愉快。Have a nice day. 祝您在这居住愉快。Wish you happy here. 对要离店客人报以祝愿: 希望很快又见到您。 Hope
5、 to see you again soon. 祝一路顺风。Have a nice trip. 11、 在三响之内迅速接听电话: 拿起电话时: 早上好/ 下午好/ 晚上好,(这 是)_(部门/ 部份名称)。我是,我可以帮您吗?Good morning/ Good afternoon/Good evening, This is (Name of your department/ outlet). speaking. May I help you? 挂电话前: 多谢您的来电。 Thank you for calling.12、 礼貌地回应客人的请求或询问: 当你能满足客人要求时,要马上采取行动:
6、好的,小姐/先生,我马上拿给您。Certainly, madam/sir. I will get it right away. 是的,小姐/先生,我马上帮您处理。Yes, madam/sir. I will take care of it at once. 当你对客人的询问不肯定时: 对不起,我不太确定。如果您能等一会,我 马上去查找。Sorry, I am not sure. If you wait a minute, Ill tryto find out. 当你不能满足客人要求时: 我恐怕这违反酒店的规定。Im afraid it is against hotel regulation.
7、对不起,我们不允许这样做。Im sorry, we are not allowed to do this. 对不起,恐怕我们没有(客人要的东西)。I m sorry, I m afraid we donthave(things guests want).” 这时向客人作其它介绍或建议是非常重要的。 我可以建议(你联系地下 层的银行)吗? May I suggest(you contact the bank in the basement)?13、 当你请求客人做某事时: 您可以(在这里签名)吗?Could you (sign here)? 您介意(稍后再来电话)吗? Would you min
8、d (calling back later)? 我可以知道(您的姓名)吗? May I (have your name)?14 、为客人指示方向: 请跟我来。Follow me please. 请一直往前走。Please go straight ahead. 请向右转/左转。Please turn right / left. 它在 楼上。It is on the floor. 15、 处理投诉,错误时: 谢谢您告诉我们,小姐/先生。我会向经理报告这件事, 请接受我们的道歉。Thank you for telling us, madam / sir, Ill inform my managera
9、bout it.Please accept our apology. 我非常抱歉,小姐/先生,是我们出差错了,我马上改正 过来。/ 我马上去查这件事。Im terribly sorry, madam / sir. There could have been somemistakes. Ill have it corrected at once. / Ill look into thematter at once. 欢迎和问候语:(Welcoming & Greeting) 1) Good morning(afternoon, evening),sir(madam).早上(下午、晚上) 好,先生
10、(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) Were glad to see you again.很高兴见到你。 4) Welcome to our hotel(restaurant,). 欢迎您到我们宾馆(餐厅) 来。欢迎和问候语: 5) Wish you a most pleasant stay in our hotel .愿您在我们酒店过得愉快。 6) I hope you will enjoy your stay with us . 希望您在我们宾馆过得愉快。 (客人
11、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 .(客人离店时) 7) Have a good time !祝您过得愉快!电话用语: 8) Fudu Hotel, Front Desk. Can I help you ?富都大酒店,前厅。您找谁? 9) Sorry , Ive dialed the wrong number. 对不起,我拨错号了。10) May I speak to your General Ma
12、nager? 能和你们总经理说话吗?Speaking. 我就是。11) Sorry. He is not in at the moment . 对不起,他现在不在。 Would you like to leave a message ? 您要留口信吗?12) Pardon ? 对不起,请再说一遍好吗? I beg your pardon ?祝贺语(Expressing good wishes): 13)Congratulations! 祝贺您!14) Happy birthday! 生日快乐!15) Happy New Year! 新年快乐!16) Merry Christmas! 圣诞快乐!
13、17) Have a nice holiday! 节日快乐!18) Wish you every success! 祝您成功!致谢及对致谢的回答 (Expressing thanks and answers to thanks) 19) Thank you (very much). 谢谢您(非常感谢) 。20) Thank you for your advice(information,help). 感谢您的忠告(信息、帮助) 。21) Its very kind of you . 谢谢,您真客气。22) You are welcome. 不用谢。23) Not at all (Dont me
14、ntion it ). 不用谢。24) Its my pleasure / With pleasure ./ My pleasure .很高兴为您 服务。致歉语(Apologizing) 27) Excuse me . 不好意思,打扰一下!(打扰客人时) 28) Im sorry . 很抱歉。 29) Im awfully sorry. 真是很抱歉! 30) Im sorry . Its my fault . 对不起,那是我的过错。 31) Sorry to have kept you waiting . 对不起,让您久等了。32) Sorry to interrupt you . 对不起,打
15、扰您了。33) Im sorry about this. 对此表示歉意。34) I apologize for this. 我为此道歉。35) Thats all right . 没关系。36) It doesnt matter. 没关系。 37) Its nothing. 这没什么。征询语(Asking & inquiring): 38) Can(May ) I help you ? Yes ,please . 我能帮您什么吗?好的。39) What can I do for you ? 我能为您干点什么吗? 40) Is there anything else I can do for y
16、ou ? 有什么我能为您效劳的?41) Just a moment , please . 请稍等一下。 42) May I have your signature here, sir? 请您在这里签名。 43) May I take your order now? 可以点菜了吗? 44) Would you to have a cup of tea? 您来一杯茶吗?指路用语(Directing): 45) Let me show you. 我给您带路吧。/ 我指给您看。 46) Go straight ahead. 直走。 47) It will be on your right hand s
17、ide. You cant miss it. 就在您的右手边。您会看到的。 48) Its on the second(third) floor. 在二(三) 楼49) Excuse me. Where is the washroom?(restroom , elevator) 对不起,请问盥洗室(电梯) 在哪儿? This way ,please. 请这边走。 50) Turn left/right at the first exist. 在第一个出口往左(右) 转。51) Go down to the lobby. 往下走到大堂。 52) Please take the lift to t
18、he 3rd floor. 请乘电梯到三楼。提醒用语(Arousing attention): 53) Mind(Watch) your step. 请走好。54) Please be careful. 请当心。55) Please dont leave anything behind. 请别遗忘您的东西.56) Dont worry,madam. Well see to it. 夫人,请别担心。我们会跟进这件事情的。57) Please take it easy , madam. 夫人,请慢慢来。58) Please dont smoke here. 请不要在这里抽烟。告别语(Saying
19、good-bye): 59) Goodbye. (and have a nice day) 再见!祝您愉快!60) See you later. 等会见。61) Good night. 晚安。62) See you tomorrow. 明天见。63) Goodbye and thank you for coming. 再见,谢谢您的光临。64) Goodbye and hope to see you again. 再见,希望再见到您。65) Have a nice trip! 一路平安!66) Wish you a pleasant journey! Good luck! 祝您旅途愉快!Par
20、t 2 The Front Office前台服务 Unit 1 Room Reservations 预订客房 Unit 2 Reception 迎宾接待 Unit 3 Check-in 入住宾馆 Unit 4 To Deliver Luggage 提送行礼 Unit 5 Complaining of Service 投诉服务 Unit 6 Check-out 结账离店Part 2 The Front Office 前台服务/ 预订客房Sentences必背金句 For which dates?/ When for? 预订什么时间的? Which kind of room would you l
21、ike? 你想要什么要的房间? We have a twin at 580 yuan(RMB) and another at 380 yuan (RMB), Which would you prefer? 我们有一间人民币580元和一间380元的双人间,您想订哪一间? Im sorry, sir. We are fully booked on that day. 对不起,先生。我们那天的 房间已经订满。 We dont have any vacancies for that day. 那天我们没有空房了。 Is it possible for you to change your reserv
22、ation date? 您可不可以订别的 时间的? May I have your name/ your phone number/ your passport number? 我可 以知道您的名字、电话号码、护照号码吗? Id like to confirm your reservation. 我要确认一下您的预订。 Dialogue A: Room Reservations. What can I do for you? B: Yes . Id like to cancel a reservation , for the travel schedule hasbeen changed. T
23、hats OK. Could you tell me in whose name the reservation made? James. And the date of the reservation? From June 10th for 3 days. Excuse me, but is the reservation for yourself or for another party? Its for my brother.Well, may I have your name and phone number , please? Yes, its Hellen Green, and m
24、y number is 229-4298 Thank you, madam. I will cancel the reservation for June 10the for 3days. We look forward to another chance to serve you. Thank you all the same.Its my pleasure.Part 2 The Front Office 前台服务/ 迎宾接待 Sentences Welcome to our hotel. 欢迎来我们酒店。 Follow me please. 请跟我来。 Hope your enjoy yo
25、ur stay. 希望您住宿愉快! Good afternoon, madam and sir. Did you have a nice trip? 太太,先生 下午好!旅途愉快吗? I hope you will enjoy your stay with us. 希望您在我们酒店过得愉快! Dialogue 1A: Good morning. Welcome to Fudu Hotel. 早上好!欢迎来富都饭店。B: Good morning.早上好! How many pieces of baggage do you have? 您有多少件行李? Just there four. 就这四件
26、。 This way, please. 这边请。Dialogue 2 Good afternoon. Welcome to Fudu Hotel. 早上好! Thanks. Good afternoon. 下午好,谢谢! Im the doorman, sir. Let me help you with your baggage. 我是门童, 先生,让我来帮您提行李。 Its so kind of you. 你真是太好了。 The reception desk is straight ahead. After you. Please. 接待处就在前面,请您先走。Part 2 The Front Office 前台服务/ 入住宾馆 Have you made a reservat