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1、常用英语礼貌服务用语COURTEOUS ENGLISHPHRASESFORHOTEL EMPLOYEES前言 古人云：“行万里路，读万卷书”。作为一家旅游涉外饭店的工作人员，能否正确有效地与外宾进行沟通交流，是衡量酒店工作人员素质，衡量酒店的服务质量与管理上层次，衡量宾客满意的重要依据之一。酒店各岗位工作人员，尤其是前台接待、收银、大堂行李等部门员工及酒店管理员、部门经理都能熟练用外语与宾客进行沟通，是达成良好宾主状态，培养忠诚客户，促进酒店发展的重要因素之一。因此，共同学习日常英语礼貌服务用语显得尤为重要。本学习小册通过实践与情景句式，背景知识与经典词汇相结合，让您在轻松愉快的环境中了解行业
2、知识，提高交流能力与业务技能。希望您能在微笑中自信从容地与宾客交流，营造良好的语言环境。“学以致用，契而不舍。”才能达到理想的效果。 第一部分 常用礼貌用语Part I Common Courteous Phrase 饭店的第一线工作人员工种较多，在和外宾接触中，都应注意礼貌，举止语言必须得体。下面列举在各种情况下，饭店所有第一线工作人员都应该牢记并熟练运用的礼貌用语。一、 欢迎和问候语 1. Good morning, can I help you? sir. 早上好，先生，我能为您效劳吗？ Good afternoon, may I help you? / May I be of serv
3、ice, madam? 下午好，太太，有什么我可以为您做呢？ Good evening, what can I do for you? Mr. Smith. 史密斯先生，晚上好，我能为您做什么？ 2. How do you do? 您好。 How do you do? 您好。 3. Glad to meet you. 很高兴见到您。 Pleased to meet you. 很高兴见到您。 Its nice to see you. 很高兴见到您。 4. How are you? 您好吗？ Fine, thanks. And you? 很好，谢谢。您呢？ 5. Welcome to our ho
4、tel. 欢迎光临我们酒店。 Welcome to our restaurant. 欢迎光临我们餐厅。 Welcome to our shop. 欢迎光临我们商场。 6. Wish you a most pleasant stay in our hotel. 愿您在我们酒店住得愉快。 I hope you will enjoy your stay with us. 希望您在我们宾馆过得愉快。 Have a good time./have a nice day. 祝您过得愉快。二、 祝贺语1. Congratulations!祝贺您！2. Happy birthday! 生日快乐！3. Happ
5、y New Year!新年快乐！4. Merry Christmas!圣诞快乐！5. Have a nice holiday!假期快乐！6. Wish you a successful visit!祝您访问成功！7. Wish you a happy festival!节日快乐！8. Wish you good luck!祝您好运！9. Have a good journey！祝您旅行愉快！10. Wish a good business!祝您生意兴隆！11. Wish you success in your work!祝您工作顺利！12. Happy landing! 一路平安！三、 答谢和
6、应答语1. Thank you (very much).谢谢您。2. Thank you for your advice.谢谢您的意见或建议。3. Thank you for your information.谢谢您的消息。4. Thank you for your help.谢谢您的帮助。5. Thank you for your understanding.谢谢您的理解。6. Its very kind of you.您真是太好了。7. You are welcome.您真是太客气了。8. Dont mention it.请不要介意。9. Not at all. It is one of
7、our service.不用谢，这是我应该做的。10. Dont worry about it.请不用担心。11. Its my pleasure.乐意服务。12. With pleasure.非常高兴为您服务。13. My pleasure.非常高兴为您服务。14. I am at your service.乐意为您效劳。15. Glad to be of service.乐意为您服务。四、 道歉语：1. Im sorry. 很抱歉。2. Excuse. 对不起。3. Im sorry. Its my fault.很抱歉，那是我的过错。4. Sorry to have kept you wa
8、iting.对不起，让您久等了。5. Im sorry about this.我对此表示道歉。6. I apologize for this.我为此道歉。五、 指路语：1. Go upstairs.上楼。2. Down stairs.下楼。3. Its on the second (third ) floor./ 英 the ground floor; 美 the first floor/in the hall /in the lobby在二（三）楼。4. Turn left.左转。5. Turn right.右转。6. This way, please.请这边走。7. Its in the
9、lobby near the main entrance. 在大厅靠近大门处。8. Its in the basement at the end of the corridor. 在地下室走廊尽头。9. Wet floor. Mind your step.路滑，请走好。10. Please be careful. 请当心。 11. Please dont leave anything behind. 请别遗忘东西。 12. Take it easy. 放心好了。六、 电话用语： 1. Good morning ( afternoon , evening ). This is Baiyun Ho
10、tel.Room number, please?早上（下午、晚上）好，这是白云山庄，请问接多少房号？2. Just a minute, please. Ill put it through to请稍等，我替您接.3. Hold the line, please. Ill connect you to 请别挂电话，我替您接.4. Im sorry, I cant hear you. Could you speak a bit louder?对不起，我听不清楚。请您说得大声点好吗？5. Could you repeat that, please?请您再说一遍好吗？6. Im sorry, the
11、extension is busy now. Will you try the call later?对不起，分机现在占线，请等一会儿打来？7. Sorry, Mr. Bellow is not in the room right now. Would you call back?对不起，贝罗先生不在，您待会儿再打来好吗？8. May I take a message?您要留个口信吗？9. Im afraid youve got the wrong number.对不起，您打错号码了。10. Please dial 0 before you dial the DDD calls.（direct
12、 distance dialing长途直拨） 如果您要拔打国内长话，请先拔“0”。 七、用礼貌服务用词、语句1. 下列几个礼貌用语是最广泛应用的，也是最具灵效的常用礼貌用语。“Please.”“Thank you.”“Excuse me.”“Pardon me.”“So sorry.”2. 主动招呼客人：招呼时要热情，脸带微笑，目视客人，不要用“Hi”或“Hello”，应按照时间说：“Good morning, sir.”接着可说： “Welcome to Baiyun Hotel, sir.” 如见到老客人则可说： “Welcome, Mr. Smith.” “Its nice to see
13、 you again, Mr. Smith.” 紧接着说： “May I be of service, madam?” “What can I do for you, sir?” “May I help you, sir?” 3. 称呼团体客人： 不要称“Sirs”“Misters”或“madams”，应说： “Gentlemen” “Ladies” “Ladies and Gentlemen” 4. 称呼个别客人： 称呼客人，应尽量做到用客人的姓氏相称，如一时不知客人的姓氏， 切不可单独用 ”Missy”, ”Lady” , “Miss ”，而应称呼： “Sir” “Madam” “Sir,
14、 madam” 5. 用客人的姓氏相称呼： 要记住许多客人的姓氏是很不容易的，但务必记尽量多客人的姓氏， 用“Mr. Smith” 等相称呼，如要问客人姓氏应说： “May I know / have your name / your last name / family name, sir?” 切不要用 “your wife”或 “your husband”者说称呼对方配偶，也应该 用姓氏相称： “Mrs. Smith has already signed, Mr. Smith .”（ Mrs =Mistress 夫人） 如不知第三者是否是对方配偶，可称： “Lady” “gentleman
15、” “The lady / gentleman with you has just left, sir / madam.” 6. 答应客人的召唤： 在服务过程中，如客人有事召唤，应立即移步走向客人，如在柜内， 则应立即目视客人，切忌置若罔闻或站立不动，继续自顾谈话或写 算。 “Yes, Mr. Smith. May I help you?” “At your service, sir.” “Could I be of service, madam?” “May I take your order. Sir?” 假如一时实在没空，切不单说，“Wait a minute.” 而应微笑地说“Just
16、 a moment, please.” “Would you please wait a moment, sir?” “Ill be with you in a minute, sir.” 客人在等待的过程中，可以再打一次招呼： “Sorry to keep you waiting, sir.” 在开始为等候的客人服务时，首先应致歉说： “Sorry to have kept you waiting.”7. 自我介绍主动服务：一般情况下对一位新到的客人，为了表示主动热情服务，应作自我介绍，这往往给客人一个愉快而深刻的印象。“My name is Xiao Li. Call for servic
17、e any time.”“Im Xiao Li. Just let us know if there is anything we can do for you.”“Please just call me Xiao Li. At your service.”8. 怎样按照客人的愿望，为他拿东西或做事：不要“无声服务”，一声不吭，应该表示礼貌服务，愉快地说：“Of course, sir, if youll excuse me, Ill fetch it for it.”“Certainly, madam. Ill be happy to do it.”“Here we are. Mr. Smi
18、th.”“Heres your bill, sir.”“Heres your coffee, sir.”当你离开去办事情时应说：“Just a moment, please, sir. Ill go get / do it right away.”“Immediately, madam.”当你办完事回来时应向客人说：“Sorry to have kept you waiting, madam.”9. 当你不能肯定是否能满足客人的需求时：不应说：“I dont think we have it.” “I dont know.” “It is not handed by this departme
19、nt.” 而应该如实地讲：“Im afraid I cant say for sure, but Ill ask right away.”“If you wait a moment, sir. Ill try to find out.” 10. 饭店服务工作人员是不允许用不礼貌的 “ No” 字的。 应说：“Im afraid ” 这是一个很有用的礼貌用语。 如客人问 “ Do you have a pool ?” 正确的否定回答应是： “Im afraid not, sir.” 如客人问 “Must I pay for the damage?” 正确的肯定回答应是： “Im afraid s
20、o, sir.” 11. 怎样婉拒客人的难以满足的要求或问询： “No”这个否定词过于生硬简慢，不是一个礼貌用语，因此就避免讲 “No, no, no”或“No”，或用“No”作为句子的开头。应说： “Im sorry, theres no discount.” “I regret, its a little later. May I be of any further assistance, sir.?” 假如客人问：“Do you want to see my passport?” 应回答： “That wont be necessary, thank you.” “Yes, please
21、.” 其他婉拒客人需求的用语： “Such information is confidential, Im afraid.” （confidential=秘密的, 机密的） “We are not at liberty to say, Im afraid.” （at liberty =自由，允许） “I regret, we cannot guarantee, but well do our best.” (guarantee=保证) 最好在否定的婉拒用语之后，再加说一句礼貌作语： “But may I be of any further assistance, sir / madam?”13
22、. 让路的礼貌和礼语：如与客人同行，应该让客人走在前面，出入电梯或上下楼梯，都应礼让，并说：“After you. Madam.”“You first, sir.”如遇到客人要你让路说：“Excuse me.”应作反应说：“Certainly, after you, please.”如通道较窄，让路给客人时，应尽量靠边，立停侧身，让路时不要背向客人，也不要在二位客人中间穿越。如推车或搬运笨重物品途中不得不超越客人时，应耐心说：“Excuse me, sir. Could you please make way?”“Excuse me, may I come through, please?”“
23、Thank you.”14. 服务过程中或行走时，应尽力避免打喷嚏、伸欠、撞击：万一发 生这种事情时，应向客人道歉：“I beg your pardon, sir.”15. 如要与客人终止谈话：务必有礼貌地说：“Excuse, please. I must serve that guest.”“Im sorry, sir. I must go. Nice talking with you.”“Will you excuse me, please?” 16. 当客人向你说明情况时： 应目视客人，微笑颔首，并说： “I see.” “Yes, I see.” 如果你表示同意，不要说 “right”
24、, 应说： “Thats true.” “Yes, exactly.” 17. 接待老弱病的客人： 除了要格外小心服务外，还要说：“Take care, sir.”“Dont worry, sir. Well see to it / well clean it up.” （see to负责、注意） 18. 要求和客人讲话和请客人办理某项手续时： 如客人正在与他人交谈，应稍稍等候，待谈话告一段落 时，插上去说： “Excuse me for interrupting, sir.” “May I take up a few moment of your time?” “May I speak to
25、 you for a moment, sir?” “Would you be so kind as to sign this?” 接着应表示歉意： “I hope I havent inconvenienced you, sir.” “Sorry to have bothered you, madam.” “I apologize for taking up your time, sir.” 19. 不明白客人的问题或情况时： 不应说 “What?”或 “Huh?”更不应一笑了之，而应该微笑说： “Sorry?” “Pardon?” “I didnt catch that. Could you
26、 please repeat it?” “Im sorry, I dont understand, could you please show me?” 如客人问你是否现在要付款时，不应回答： “Yes, you have to pay now.” 而应说： “If youd be so kind.” 如向客人验证或核对情况时，不应粗鲁地用 “right?”来征询客人意见，而应说： “Is that correct, sir?” “Is that right, madam?” “You are going tonight, arent you?” “Everything is in order
27、, isnt it?” 20. 如在饭店内部为客人指引方向时，应说： “Come this way, please, Ill show you.” “Would you kindly go through that door, sir?” “Please take the lift to the fifteenth floor.” “Please go down to the ground floor lobby, sir.” 21. 在服务过程中，向客人请求时： 如请客人到隔壁柜台去，不要说：“Go to the next counter.” 应说： “Would you please go
28、 to the next counter?” “Would you please come over there, sir?” 如约客人再来，不要说 “You should be here at 8:00pm.”而应说： “Could you please come here at 8:00pm?” 如要请客人坐下，不要说：“Take a seat, sir.” 而应该说： “Would you like to take a seat, please, sir?” 如请客人到出纳员那里去，不要说：”You have to go to the cashiers counter.” 而应说： “M
29、ay I suggest that you go to the cashiers counter, sir?” 如请客人排队等候，不要说“Get in line.”，而应说： “Im afraid I must serve each guest in the line by turn, sir.” 如请客人等一会儿再来，不要说：“Youd better return in five minutes to check.”，而应说： “Would it be convenient for you to return in five minutes to check?” 如请客人用印刷体填表时，不要
30、说：“Please print.” 而应说： “Would you please use block / capital letters?” 在服务过程中，如客人按照你的请求，交给你一张支票、一把钥 匙、一张信用卡或其他东西时，切不可一声不吭，而应说： “Thank you, sir.” 22. 承认差错： 如果发生由你自己造成的差错，不要强辨，也不要用笑声来表示歉 意，而应该承认差错，并说： “Im terribly sorry. There could have been some mistake, I do apologize.” “Im sorry, sir. Ill look int
31、o the matter at once.” 23. 当客人向你表示赞扬时： 不要说：“ No, no, its not true.” 来表示谦虚。因为，按照国外的习 惯，这样回答，会使外宾感到你是不仅拒绝人家对你的赞扬，并且 缺乏真诚，应有礼貌地说： “Thank you.” 24. 婉拒小账或社品： 我们是一个不接受客人小账的国家，从业人员应该以主人翁态度赤 对待这个问题。如客人给你小账或礼物，应不予收受，并婉转地说： “Really, I shouldt. Its very kind of you to give me such a nice gift / tip. Thank you
32、just the same. “Im just doing what I should. I appreciate your kindness, but I cant accept your money / gift.” 25. 当客人向你道谢时： 不要说：“never mind.”也不要一声不吭，应脸带微笑说： “Please dont mention it. Sir.” “My pleasure. Im happy everything was satisfactory.” “Youre most welcome. It was no trouble at all.” “Glad to b
33、e of service. Please feel free to contact us anytime.” “Youre welcome.” 26. 当你向客人道谢时： 如客人回答说：“Dont mention it.” 可以再说： “Youre very kind, sir.” 27. 当你向客人道歉时： 不应回答“Never mind.”而应说： “Thats quite all right, sir.” “Dont mention it, sir.” 28. 假如客人向你要一个椅子或借用一支笔，你应该说： “Certainly, madam, let me help you.” “Ye
34、s, of course, allow me.” “Take mine, sir.” “Go head please. Youre welcome.” 29. 表示同意的正确语句： 首先应该从礼貌要求的角度来弄清楚下面这些表示同意的语句是不 适用的： “Yes.” -单独用，表示粗率怠慢。 “OK.”-单独用，表示过分亲呢。 “Of course.”-单独用，好象有些傻气。 “Why not.”-单独用，好象有些傻气。 “Sure.”-单独用，不是正式口语。 “Surely.”-单独用，不是正式口语。 应该说： “Yes, madam.” “Yes, I will, sir.” “Yes, c
35、ome in, please.” “Yes, certainly, just leave it / everything to us, sir.” “Certainly, Mr. Smith, were happy to do it.” “Very good, sir. Wed be glad to help.” “All right, madam.” 30. 正确使用英语礼貌词汇： “Would”的词意是：表示请求或个人的想法、看法，使语气婉转。 “Would you come this way, please?” “Would you mind waiting?” “Would you l
36、ike to”的词意是：表示请问你是否想或希望，语气比 较婉转。 “Would you like to order now, sir?” “Would you like to sit over there?” “Would you like me to”的词意是：表示请问是否想要我去办某事， 语气婉转有礼。 “Would you like me to draw the curtains, madam?” “Would you like me to book the ticket, sir?” “Could” 的词意比“Can”婉转客气得多，再加上“Please”就更婉转客 气了： “Could
37、 you please sign here, sir?” “Could I have your name and phone number, please?” “May I”的词意是表示请求许可： “May I lead the way?” “May I ask you what fight you will be cathing?” “May I ask you when you will be leaving?” 31. 几个婉转有礼的问句句例： “May I help you, madam?” （不说：“What do you want?”） “What time would you p
38、refer to be waked up, sir?” （不说：“What time do you want to be waked up?”） “Whom would you like to talk to, madam?” （不说：“Whom do you want to talk to?”） “Which one would you prefer, sir?” （不说：“Which one do you want?”） “Where would you like me to send it, madam?” （不说：“Where do you want to send it?”） “Wh
39、en would you be coming?” （不说：“When will you come?”）第二部分 预订、入住与退房PART II Reservation & check in & out一、Reservation room （预订房间）1. Id like to reserve a single room.我想订一个单人房。2. Do you have a double room available for May.1st?还有没有5月1日的双人房？3. Id like a room facing the ocean.我要一个面朝大海的房间。 4. When is the check-in time? And whats the best way to your hotel from the railway station. 什么时候可以登记住宿？从火车站到你们饭店怎么走最好？5. Hi, my name is Wanglin. Id like to change my reservation for nex