1、酒店初级服务英语初级服务英语一、酒店初级服务英语（一）常用语句30句 1 Welcome to our hotel. 欢迎入住我们酒店。2 How do you do? 你好（初次见面）。3 How are you? 你好（熟客之间）。4 Good morning(afternoon/evening),sir/madam. 早上（下午、晚上）好，先生（夫人）。5 Good night. 晚安。6 Happy new year .!新年快乐！7 Happy birthday! 生日快乐！8 MeRy Christmas! 圣诞快乐！9 Good bye./ Bye-bye. 再见。10 Than
2、k you for coming. 谢谢您的光临。11 What can I do for you?/ May I help you? 有什么需要帮忙的吗？12 Is this fine for you? 这样可以吗？13 Just one moment, please. 请稍等一会。 14 Yes, of course./ Certainly.当然可以。15 I will get it for you at once. 我马上把它取过来（帮客人取东西）。16 Its my pleasure. 为您服务是我的荣幸。17 Im afraid not. 恐怕不行（当不能满足客人要求时）18 Im
3、sorry. 很抱歉。19 Excuse me. 对不起，打扰一下。20 Excuse me, I beg your pardon? 对不起，请您再说一遍好吗？21 I am sorry, I dont understand. I will get my manager/supervisor/captain. 不好意思，我不是很清楚，我叫经理/主管/领班过来。22 Thank you very much. 非常感谢。23 You are welcome. /Not at all.不用谢。24 This way, please. 这边请。25 Turn left/right. 往左/右转。26
4、Its on the second (third) floor. 在二（三）楼。27 Good morning, XX department, how may I help you? 早上好, XX部门。有什么可以帮到您吗？ 28 Please be careful. 请当心。29 I see. 我明白。 30 After you. 您先请。(二)、酒店员工必备词汇数字：NUMBERS1、 基数： 序数：one 一 first 第一two 二 second 第二three 三 third 第三four 四 fourth 第四five 五 fifth 第五six 六 sixth 第六seven
5、七 seventh 第七eight 八 eighth 第八nine 九 ninth 第九ten 十 tenth 第十eleven 十一 eleventh 第十一twelve 十二 twelfth 第十二thirteen 十三 thirteenth 第十三fourteen 十四 fourteenth 第十四fifteen 十五 fifteenth 第十五sixteen 十六 sixteenth 第十六seventeen 十七 seventeenth 第十七eighteen 十八 eighteenth 第十八nineteen 十九 nineteenth 第十九twenty 二十 twentieth
6、 第二十hundred 百 the fifth floor 五楼thousand 千 the second floor 二楼2、 折扣：DISCOUNT8折：twenty percent (20%) discount 7折：thirty percent (30%) discount3、 房间号码：ROOM NUMBERRoom three four zero two 3402Room two six one two 26124、 时间及其表达：TIME OF DAYa.m. 上午的简称 oclock 点钟afternoon 下午、午后 p.m. 下午的简称dark 黄昏 quarter 一刻钟
7、daytime 白天 second 秒evening 傍晚 time 时间morning 上午 time difference 时差hour 小时 today 今日midday 正午，中午 tomorrow 明天midnight 午夜 tonight 今晚minute 分 twilight/dawn 黎明morning 早上 universal time 世界时night 夜晚 yesterday 昨天noon 中午 1pm / 13:00hrs One oclock 一点1:05pm / 13:05hrs Five minutes past one 一点五分1:15pm / 13:15hrs
8、 One fifteen / a quarter past one 一点十五分1:30pm / 13:30hrs One thirty 一点半1:45pm / 13:45hrs One forty five / a quarter to two 一点四十五分5、 星期：WEEKWeekday 周日 Monday 星期一Tuesday 星期二 Wednesday 星期三Thursday 星期四 Friday 星期五Saturday 星期六 Sunday 星期日Week 星期，周 weekend 周末Date 日期 fortnight 两周Day 白天 calendar 日历6、 月份MONTHJ
9、anuary 一月 February 二月March 三月 April 四月May 五月 June 六月 July 七月 August 八月September 九月 October 十月November 十一月 December 十二月7、 季节及其他 year 年 century 世纪 decade 十年 period 时期 mid-autumn 中秋 midsummer 仲夏 midwinter 仲冬/冬至 season 季节 spring 春季 summer 夏季 autumn 秋天 winter 冬季 酒店部门英文名称 1. Executive Office：行政办2. Houseke
10、eping Department：管家部3. Front Office：前厅部4. Finance Department：财务部5. Security Department：保安部6. Human Resource Department：人力资源部7. Sales & Marketing Department：市场营销部8. Engineering Department：工程部9. Food & Beverage Department：餐饮部职位英语Operator总机接线员Security guard保安员Bellboy行李员Room attendant客房服务员Receptionist接待
11、员Manager经理Cashier收银员Engineer工程师Waiter/waitress餐饮服务员Secretary秘书Hostess咨客Bartender吧员Chef主厨Executive on duty行政值班经理Reservationist预订员Duty assistant manager大堂副理Clerk文员/职员Captain领班Supervisor主管 常用单词Room card房卡Gym room健身房I.D. card身份证Telephone电话Passport护照Copy复印Smoking area吸烟区Train ticket火车票Swimming pool游泳池Air
12、 ticket/ plane ticket飞机票Sightseeing elevator观光电梯Basement地下室Entrance入口Fax传真Parking area停车场Non-smoking area非吸烟区Exit出口Rest room/ lavatory/洗手间Smoking吸烟Ladys room/ Gentlemens room洗手间High floor高楼层Low floor低楼层Face HongKong面对香港Quiet room安静房间Bigger suite大套房television/ channel电视/频道Iron & ironing board烫斗&烫衣板La
13、ptop手提电脑Adaptor转换插头Transformer变压器Light bulb灯泡Internet/ Broadband互联网/宽带 房型Superior suite 高级套房 Business suite (studio) 开放式商务套房Deluxe suite 豪华套房 Ladies Club suite 女士楼层套房Executive suite 行政套房 Royal Executive suite 行政楼层套房CEO suite 总裁套房浴室配备Bathrobe 浴袍 toothbrush 牙刷Slippers 拖鞋 toothpaste 牙膏Towels 毛巾 shower
14、cap 浴帽Shampoo 洗发水 sanitary bag 卫生袋Conditioner 调节器 comb 梳子Bath foam 浴液 二、各部门初级服务英语First Part：Front Office第一部分：前厅部1、 Concierge 礼宾部 1） Welcome to the Royal Suites & Towers. 欢迎光临丹枫白露酒店。2） May I help you with your bags/luggage, sir? 我来帮您提包吧，先生？3） This way, please.这边请。4） Ill show you to your room 1801. 我带
15、您去1801房。5） This way to the elevator. 电梯在这边。6） After you, sir. 您先请。7） Watch your step, sir. 请慢走，先生。8） Which floor, sir? 去哪一层，先生？9） Just a moment, please. The elevator will be here soon. 请稍等，电梯马上就下来了。10） This is your room, sir. 这是您的房间，先生。11） Where should I put your bags?/ May I put your luggage here?
16、您的包放哪？/我可以把您的包放这吗？12） Here is your room key. 给您房间钥匙13） Is there anything else I can do for you, sir?先生，还有什么需要服务的吗？16） Im here for your luggage. 我来取替您取行李的。17）May I have your room number, please? 能告诉我您房间号码吗？18） Please sign your name on the luggage tag. 请在行李牌上签上名。2、 Reception 前台接待A Making Reservation接受
17、预订1) How many guests will be staying? 请问有几位？ 2) We have business suite, deluxe suite(describe the size and price)and we can offer you a 40% for you.我们有商务套房，豪华套房并可为您打6折。3) What kind of suite would you prefer? 您想要哪种套房？4) For how many nights? 住几晚？ 5) For which date, please? 您订哪天的房？6) Could you hold the
18、 line, please? Let me check it for you. 请别挂机，好吗？让我查一下。6) Im afraid were fully booked. 很抱歉，我们已经订满了。7) Sorry to have kept you waiting. 让您久等了。8) May I have your arrival time? 请问您什么时候到呢？9) May I have your contact number please? 我能记录一下您的联系电话吗？10) I will hold the room for you till 6pm unless you would lik
19、e to guarantee for late arrival.我会帮您把房间留到下午6点除非您确定会晚到。A Check in(guest with reservation)为有预订客人办理入住手续1) Do you have a reservation ? 您有预订吗？2) May I have your last name, please? 能告诉我您的姓名吗?3) How to spell your name, please? 您的名字怎么拼？4) May I have your passport or ID card, please? 我能看一下您的护照或身份证吗？5) May I
20、reconfirm your departure date? 我能再确认一下您的离店日期吗？B Check in( walk-in guest). 为散客登记1) What kind of suite do you prefer? 您想要哪种房间？2) Just a moment, I have to check if we have room available. 请稍等，我看看有没有空房。3) May I have your passport to register?能出示一下您的护照吗？4） How many nights will you stay with us? 您准备在我们酒店住
21、多久？5） Would you like a smoking or non-smoking room? 您需要一间吸烟房还是不吸烟房？6） The room rate for a suite is RMB 880 plus 15% service charge. 套房是880元加上15%的服务费。7） May I collect RMB1500 for deposit, please? 您需要付1500元人民币作为押金。8） The normal check-out time is 12:00pm/ The latest I can get you without charge is befo
22、re 2:00pm. 我们正常的退房时间是中午12点，最长可以给您延迟到下午2：00。9） Sir, your room number is 2103. This is your room key. The rate is RMB 800 plus 15% service charge for one night. And the bellboy will show you to your room. Have a nice stay. 先生，您的房间号码是2103。这是您的房间钥匙，房间是800元另加15%的服务费。行李生会带您去房间的，祝您入住愉快。 10） Sir, Here is yo
23、ur room key. And your room rate includes one buffet breakfast in the Q-caf. 先生，这是您的房间钥匙和房卡，您的房费包括Q-caf餐厅的一次（自助）早餐。11) Let me check if I have a clean room on no smoking floor now.请让我查一下无烟楼层是否还有干净房。 3、 Business Lounge 商务廊1) Therere several flights to Shanghai available. 去上海有好几班航班。2) What time do you i
24、ntend to leave? 您想要订什么时间的票？3) For how many persons? 订几个人的？4) OK, Ill reserve the tickets for you.好的，我会为您订好票的。5) Sorry, we accept cash only.对不起，我们只接受现金。6) Here is your in-coming fax, sir. 您的传真，先生。（收进的传真）4、 Operator 总机A. Transfer the call 转接电话1) One moment, please. 请稍等。2) Ill transfer your call. 我帮您转过
25、去。3) The line is busy, would you mind to hold or to call back later? 电话占线，您是等一会儿还是待会打来呢？4) Mr. Smith, wants to speak to you. 史密斯先生，xx打电话给您。5) Would you like me to take this? 您想接这个电话吗？B. Take message 留言1) Im sorry, sir. Mr. Smith is not in, would you like to leave a message? 对不起，先生，史密斯先生不在，您需要留口信吗？2)
26、 The line is busy.（engaged）电话占线。3) OK, go ahead, please. 请说。4) OK, Let me repeat your messageIs it right? 好的，让我重复一下您的口信，对吗？C. Morning (wake-up) call 叫醒服务1) What time do you need, sir? 什么时候？2) Could you tell me your room number? 您能告诉我房间号码吗？（如客人从外线打来）3) OK, Mr.,your room number is.and wake-up call is.
27、, good night. 好的，xx 先生，您的房间号是xx ,叫醒时间是xx，晚安。Second part：Cashier第二部分：前台收银Check out for individual guest 为散客退房1) Good morning, checking out, sir? 早上好，您退房吗？2) May I have your room number, please? 能告诉我您的姓名和房间号码吗？3) May I have your room key, please? 能给我您的房间钥匙吗？4） Did you consume anything from the mini-ba
28、r? 请问您房间里的酒水有没有用过？5） I will print the bill for you now. 我来把您的帐算出来。6） Just a moment, please. Room attendant is checking your room. 请稍等，客房服务员正在查房。7） Would you like to check and see if the amount is correct? 请检查一下数目是否正确。8） This is your bill, if it is correct, please sign your name here. 这是您的帐单，假如对的话，请签
29、名。9） How would you like to pay, in cash or by credit card? 您想怎么付帐，现金还是用信用卡？10） May I have your credit card, please? 我能看一下您的信用卡吗？11） The total is, and here is your change. 总数是，这是您的找头。12） Do you need a receipt? 您需要收据吗？Third Part：Q-cafe第三部分：Q-cafe餐厅1. At the Q-cafe 在Q-cafe餐厅A. Reserving the table / Making reservation 预订1) For what time? 什么时间？2) Whats the reservation for? 预订什么？3) May I have your name, please? 请告诉我您的姓名吗？4) Were open fromuntil我们从点到营业。5) We open 24 hours (round the clock) 我们24小时营业。6) What kind of dishes would you like to ord
