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1、酒店英语酒店英语English for Hotel Business 在酒店里所使用的英语会话，基本上是属于商业英语，与日常生活会话中所使用的英语略有不同，较注重礼节。概述 非正式英非正式英语语正式英正式英语语Whats your name?May I have your name?您贵姓？请问您贵姓大名？Do you want some tea?Could you like some tea?您要喝茶吗？请问您想喝茶吗？Over here,please.Could you come this way please?这边请。请您往这边走好吗？u 不说不说OK,Sure,Yeah等，而要说等，而
2、要说Certainly,Sir.u Hey,uh-huh,Hang on 等，也不适合在酒店中使用等，也不适合在酒店中使用。u 别说别说“I dont know.”回答回答“不知道不知道”是非常不礼貌的说法。是非常不礼貌的说法。可以说可以说“just a moment,please.Ill check that for you.”（请稍候，我来帮您确认），然后请有能力处理的（请稍候，我来帮您确认），然后请有能力处理的 人前来协助。人前来协助。u 对男性客人，尊称为对男性客人，尊称为Sir;面对女性客人时尊称为面对女性客人时尊称为Ms.注意 u 在招呼客人时，最好说在招呼客人时，最好说“Excu
3、se me,Sir(Ms)”,不要直接不要直接 称呼称呼Mr.或或Ms.至于称呼小孩，可以直接使用至于称呼小孩，可以直接使用Excuse me，但是不可以直接称呼但是不可以直接称呼boy或或girl.基本待客英语基本待客英语基本句型基本句型 招呼语招呼语 回答回答 May I.?Could you.?Would you.?Shall I.?May I.自己要做什么事时自己要做什么事时，使用May I.p May I have your name,please?p May I see your passport,please?p May I know your nationality,pleas
4、e?国籍国籍Could you.麻烦客人时，可使用Could you.p Could you fill out the form,please?p Could you write that down,please?p Could you draft the fax,please?p Could you hold the line,please?Would you.询问客人的喜好或做什么时，使用Would you.p Would you like tea or coffee?p Would you like to take a taxi?p Would you mind sitting here
5、?Shall I.提供建议协助、征求意见时，可使用Shall I.p Shall I draw the curtains?p Shall I draw you a map?p Shall I make the reservation for you?Good morning.Good afternoon.Good evening.Good morning,sir.Are you checking-out?Good afternoon,sir.Welcome to LI JIA Hotel.Good evening,Ms.May I help you?Good morning,sir.This
6、is the Front Desk.May I help you?招呼语 中午之前中午至下午六点以前下午六点过后回答 一般性的回答 u I see,sir.u Certainly,sir.请对方再等一会儿 u Just a moment,please.u Thank you for waiting.u I am very sorry to have kept you waiting.u Could you wait a little longer,please?要麻烦客人或是拒绝客人的要求 u I am afraid I cant do that.u Excuse me,sir.Please
7、let me pass.道歉u I am very sorry for the delay.u I am very sorry for the inconvenience.u I would like to apologize for the mistake.回答 客人对自己说“Thank you.”时回答 u You are welcome.u Thank you very much.u Thank you,sir.交给客人某些东西时，可以说 u Here you are.u Here is your room key.u Here it is.回答 当客人准备离开时u Have a nic
8、e day.u Please enjoy your stay u We hope to see you again soon.当客人的英语难以理解时u PardonPardon me?u I beg your pardon?u Could you repeat that,please?回答 B=行李服务员（Bellman）C=服务员(Clerk)H=客房服务员（Housekeeping）BC=领班（Bell Captain）G=客人（Guest）To the Front Desk.带客人到柜台 练习一 B:Good evening,Ms.Welcome to China-trust Hotel
9、.G:Thank you.B:How many pieces of luggage do you have?G:Just this three.B:Two suitcases and one bag.Is that right?G:Yes.Thats all.B:Ill show you to the Front Desk.This way,please.Ill put your bags by the post over there.G:I see,thanks.B:A bellman will show you to your room when you have finished che
10、cking-in.G:OK.Fine.B:Please enjoy your stay.Guest:Hello,Id like to check in please.Hotel staff:Certainly.Can I have the name please?Guest:Mr Harold Smith.Harold Smith。Hotel staff:Ok,Are you checking out tomorrow?Guest:Yes,I am.Thats right.Hotel staff:Will you need a wake up call,sir?Guest:Yes please
11、.At 6.30am.Hotel staff:Ok then,your room is 502 on the fifth floor.Breakfast is served between 6.30am and 9am.Enjoy your stay.Guest:Thank you.练习二 What name is the reservation under,please?Could Ihave your passport and credit card,please?Do you have a reservation？Sorry to keep you waiting,sir.Ill che
12、ck if there is a room available.Itll take one minute,sir.Would you like a single room or a double room?You can also get a safe deposit box at our front desk,sir.You rang for a laundry service?You are welcome.I hope you have a pleasant stay.Would you please fill out this regisration card?This way,please.After you,sir.Staff 员工Stuff 材料，衣物Regisration card 登记卡Put away 放置，wardrobe w:drub 衣柜In-room safe 室内保险箱Safe deposite box 保险箱Valet service 送洗服务Wash and press 洗熨Stain 污点，瑕疵Guarantee 担保，保证Limosine n.豪华轿车；大型豪华轿车