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1、酒店礼宾部常用英语 Coca-cola standardization office【ZZ5AB-ZZSYT-ZZ2C-ZZ682T-ZZT18】酒店礼宾部常用英语汇编要要礼宾部 Concierge行李生 Bell man门童 Doorman行李 Luggage行李架 Luggage rack行李存放处Luggage Depository行李车 Baggage trolley司机 Driver电梯 Elevator洗手间 Toilet常常用用五星级酒店Five-star hotel前厅部Front office department词词汇汇机场 Airport火车站 Railway stati
2、on商场 Shopping center超市 Super market小费 Tip雨伞 Umbrella接机服务 Pick-up service行李寄存 Check baggage叫早服务 Morning call自助早餐 Buffet breakfast往前直走Straight词词汇汇总台 Front desk总机 Operator商务中心 Business center游泳池 Swimming pool:on:重重西餐厅 Western restaurantofficer GRO中餐厅 Chinese restaurant主管 Director大堂吧 Lobby lounge领班 Supe
3、rvisor桑拿 Sauna楼层服务员 Room waiter会议室 Meeting room总台接待 Receptionist停车场 Parking lot维修人员 Repairman总经理 General manager货币兑换 change money经理 Manager明信片 postcard大堂副理洗衣袋 Laundry bagAssistant manager AM小心轻放 Handle with Care宾 客 关 系 主 任Guest relation请 勿 倒 立KeepTopSide常用句子常用句子1.Are these your baggage 这些是您的行李吗2.Is
4、this everything,sir 这是全部东西吗，先生3.May I take them for you 我来帮您拿好吗4.Let me help you with your luggage.让我来帮您吧。Up5.I hope Im not disturbing you.我希望没有打扰您。6.Just a moment,madam.Ill bring them to you right away.等一会儿，夫人。我马上送来。7.The bellboy will show you to your room,sir.先生，行李生会送您到房间的。8.Here is your room key.
5、给您房间钥匙。9.You may leave your luggage in the Concierge.您可以把行李放在礼宾部。10.Would you like to check your luggage here 您要寄存行李吗11.Dont worry,your luggage will be sent up at once.别担心，您的行李很快就会送上去的。12.When you check out,please call NO.6849 and well helpyou with your luggage immediately.如果您要退房，请致电 6849，我们将马上帮您运送行
6、李。13.May I know your room number/Whats your room number,please 您能告诉我您的房间号吗14.May I have a look at your room card 我可以看一下您的房卡吗15.Do you mind if I put your luggage at here 我把您的行李放在这里好吗16.Please sign your name here.请您在这里签名。17.Would you like me to call a taxi for you 你需要我为你叫一辆出租车吗18.Would you want a taxi
7、 需要出租车吗19.About 20 minutes by texi from here to Airport.从这里到机场大概需要 20 分钟。20.Im sorry to have kept you waiting./Sorry to have keptyou waiting.对不起让你久等了。21.Would you tell me your phone number 您能告诉我您的电话号码吗22.After you,please./You first,please.你先请。23.This way,please.这边请。24.Is there anything else I can do
8、 for you 您还有什么事要我做吗25.I see what your mean.我了解你的意思。26.Ill send the luggage up by another lift.我乘另一部电梯把行李送上去。Here we are,sir,room 1101 先生，1101 房到了。一、对客提问方式一、对客提问方式自己要做什么事时，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
9、下您的护照好吗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 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W
10、hen would you like to visit Da Liang 请问您想要何时参观大良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 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
11、张票4 在提供建议协助、征求意见时，可使用 Shall I 或 Would youlike 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)Good morning,sir.Are you checking-out 早上好，先
12、生，请问您要退房吗Good afternoon,sir.Welcome to XXX Hotel.中午好，先生，欢迎光临 XXX 酒店Good evening,sir.May I help you 晚上好，先生，请问我能为您服务吗三、回答三、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
13、 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 cant 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
14、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。6.交给客人某些东西时，可以说 Here you are.您要的东西在这里。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
15、.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。如果听不懂时，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（你能重复一遍吗）Pardon me 对不起（你能重复一遍吗）Sorry 对不起（你能重复一遍吗）Could you repeat that,please 请您重复一遍好吗情景对话情景对话一、在门口迎接客人一、在门口迎接客人DoormanD:Good evening,sir and madamWelcome to our hotel门童D：晚上好。欢迎光临！Mr Smit
16、hS：Good eveningSmith 先生S：晚上好。D Excuse me,sir So you have got altogether four pieces ofluggage？D：对不起先生，您一共带了 4 件行李是吗？S Yes.D OkLeave it to me,sir.Ill take care of your luggage.D：好的，让我帮您拿吧，我会照看好行李的。S Thank youS：谢谢。D Not at all.The Reception Desk is straight aheadThis way,pleaseD：不客气先生。总台就在前面，这边请。二、带领客
17、人到房间二、带领客人到房间BellboyB：Is this everything,sir？B：这是全部的行李吗，先生？Mr SmithS：Yes,thats everythingS：是的。B：Ok,May I have a look at your room card？B：能不能让我看下您的房卡？S：Oh，yesis 1101S：噢，好的。我住 1101 房。B：I seeNow please follow meIll show you to your room.B：好的。现在我带您去您的房间。S：Where is the Western restaurant？S：西餐厅在哪呢？B：Oh,it
18、s on the First floor.Get out the lift and turnright,sir.B：在一楼，先生。出电梯右转就到了。S：When will it open?S：什么时候开呢？B：The service time is 6:30am.To 10:00am.B：营业时间是早上 6 点半到 10 点。S：OK。B：Here we are,sir.Room 1101.Let me help you to open the door.B：我们到了先生，1101 房。让我帮您开门吧。门开后B：You first,sir.Do you mind if I put your l
19、uggage at here?B：您先请先生，我把您的行李放在这里好吗？S：Its OK,Thank you many much,S：好的，非常感谢。B：Thats my job.How do you like this room?B：这是我们工作。房间如何呢先生？S：Its very cozyI like it very much.S：非常舒适，我很喜欢。B：Right,is there anything else I can do for you?B：还有其他需要吗？S：No,Thank you.B：OK,Good night.三、三、On the way to the roomOn th
20、e way to the room 展示房间展示房间B:Good evening,sir.Ill show you to your room.you havetwo suitcases and one bag.Is that correct晚上好，先生。我带您去您的房间，您有两个箱子和一个包。对吗？G:Yes,thats right.是的。B:Is there anything valuable or breakable in your bag请问您的行李里有贵重和易碎物品吗？G:Yes,there is a bottle of whiskey.是的，有一瓶威士忌。B:Could you ca
21、rry this bag,sir Im afraid the contentsmight break.您能拿这个袋子吗？我怕里面的东西会破。G:Sure,no problem.当然，没问题。B:Thank you,sir.May I have your room key,please谢谢，先生。能告诉我您的房间钥匙吗？G:Yes,here you are.好的，给你。B:Thank you,sir.Your room is on the 12th floor,pleasefollow me,your elevator is this way.谢谢，先生。您的房间在 12 楼，请跟我来，电梯在这
22、边。G:I see.我知道了。B:Is this your first time to Shanghai这是您第一次来上海吗？G:Yes,it is.是的。B:I hope youll have time to see Shanghai.There is a lot tosee.我希望您有时间多逛逛上海。这里有许多可逛的地方。G:Im sure there is.我相信是的。B:This is the 12th floor.Your room is to the right（left）.After you,sir.This way,please.这是 12 层。您的房间在右手边（左手边）。您先
23、请，先生。这边请。三、客人寄存行李三、客人寄存行李Mr SmithS：I want to check my luggage.S：我想要寄存我的行李。BellmanB：Certainly,sir.You can check luggage here.Pleasego through the formalities.B：当然可以，先生。你可以把行李寄存在这里。请您办一下寄存手续。S：No problem.S：没问题。B：May I know your room number?B：您是几号房的？S：My room number is 1101.S：1101。B：When will you take
24、them back Sir.B：您什么时候来取呢？S：About 30 minutes later.S：大约半小时以后。B：OK,Keep the luggage check card,and for drawing,pleaseshow the second half of this card.B：好的，请保存好行李寄存卡，当您来取回行李时，请出示这张卡的下半联。S：OK,thank you very much.Bye bye.B：See you.Sir.四、客人要出租车四、客人要出租车DoormanD：Would you like me to call a taxi for you?D：需
25、要一辆的士吗？Mr SmithS：Yes,please.S：是的。D：Where are you going？D：到哪里呢。S：To the Pudong airport terminal two.S：到浦东机场 2 号航站楼。D：OK,Just moment,please.D：好的，请稍等。的士叫来后D：Sorry to have kept you waiting,sir.Are there four piecesin allD：不好意思让您久等了，先生。您一共是四件行李对吗？S：Yes.S：是的。D：Let me take them to the trunk.D：让我把他们放到后背箱吧。S
26、：OK,thank you very much.S：非常感谢。D：You are welcome.Sir.Hope to see you again.Wish you goodluck.D：不客气先生，希望能再次见到您。祝你好运。五、搭乘电梯五、搭乘电梯（1）Here we go to the elevator.电梯在这边.（2）（3）After you,sir.您先请.（4）This way,please.这边请.（5）Watch your step,sir.请慢走,先生.（6）Which floor,sir 去哪一层,先生（7）（8）Just a moment,please.The ele
27、vator will be here soon.请稍等,电梯马上就下来了.六、接电话领取行李六、接电话领取行李B:Good mooring，This is the concierge.May I help you早上好，这里是礼宾部。我能为您效劳吗？G:Im going to check out soon.Could you pick up myluggage.Please我马上就要退房了。请问，你能帮我拿一下行李吗？B:Certainly,sir.May I have your room number,please可以，先生。请问您在哪间房？G:Yes,its 1101.是的，这是 1101
28、。B:Room 1101.Very good,sir well send a bellmanimmediately.Could you wait in you room,please1101 房间。很好，先生，我们马上派一位行李员。你可以等在你的房间，好吗？G:Ok.好的七、去房间领取行李七、去房间领取行李B:Good morning,sir.Ive come for your bags.早上好，先生。我来取您的行李。G:Thank you.Could you take these two suitcases,pleaseIll bring the bag with me.谢谢你.你帮把我这两
29、个箱子搬走，好吗？我会把我的袋子拎走。B:Certainly,sir.Two suitcases可以，先生。两个行李箱吗？G:Yes.是的。B:Is there anything valuable or breakable in them有什么贵重或易碎物品吗？G:No.没有B:This is your claim tag,sir.Well keep your luggage atthe bell captains desk.Coould you这是你的行李标签，先生。我们会把你们的行李在行李台。pick it up there.Please请您把它捡起来。好吗？G:Certainly.可以B
30、:Thank you,sir.谢谢你，先生。G:You are welcome.See you later.不客气。再见。八、客人询问餐厅八、客人询问餐厅S：Excuse me，where is the restaurant？S：对不起，请问餐厅在哪里？D：We have Chinese restaurant and a western-stylerestaurantWhich one do you prefer？D：我们这里有中餐厅和西餐厅，您更喜欢哪个呢？S：Id like to try some Chinese food todayS：今天我想来点中国菜。D：The buffet?D：要自助的吗？S：Yes.S：是的。D：Is on the second floorThis way,please.D：那在二楼，这边请。S：What are the hours at the restaurant？S：几点有饭吃呢？D：Lunch 1030 amto200 pm；Dinner 530 to 1000pmD：午餐是上午 10 点半到下午 2 点，晚餐是下午 5 点半到晚上 10 点。S：Thank youD：Youre welcome