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1、文档仅供参考 文档仅供参考 饭店交流用语 欢迎和问候语：1、Good morning(afternoon,evening),sir(madam)早上（下午、晚上）好,先生（夫人）.2、How do you do?您好！（初次见面）Glad to meet you.很高兴见到您.3、How are you?您好吗？Fine,Thanks.And you?很好,谢谢.您好吗？4、Welcome to our hotel(restaurant,shop).欢迎到我们宾馆（餐厅、商店）来.5、Wish you a most pleasant stay in our hotel.愿您在我们宾馆过得愉快.
2、6、I hope you will enjoy your stay with us.希望您在我们宾馆过得愉快.（客人刚入店时）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.希望您在我们宾馆过得愉快.（客人离店时）7、Have a good time!祝您过得愉快！文档仅供参考 文档仅供参考 电话用语：8、*hotel,front desk.Can I help you?*饭店,前厅.您找谁？9、Sorry,Ive dialed
3、 the wrong number.对不起,我拨错号了.10、May I speak to your general manager?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.对不起,请再说一遍,好吗？祝贺语：13、Congratulations!祝贺您！14、Happy birthday!生日快乐！15、Happy new year!
4、新年快乐！文档仅供参考 文档仅供参考 16、Merry Christmas!圣诞快乐！17、Have a nice holiday!假日快乐！18、Wish you every success!祝您成功！答谢和答应语: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.不用谢.Dont mention it.不用谢.24、I
5、ts my pleasure.非常高兴为您服务.(With pleasure.)(My pleasure.)25、I am at your service.文档仅供参考 文档仅供参考 乐意为您效劳.26、Thank you for staying in our hotel.感谢您在我们酒店下榻.27、Im sorry.很抱歉.28、Excuse me.对不起.29、Im sorry,Its my fault.很抱歉.那是我的过错.30、Sorry to have kept you waiting.对不起,让您久等了.31、Sorry to interrupt you.对不起,打扰您了.32、I
6、m sorry about this.对此表示抱歉.33、I apologize for this.我为此道歉.34、Thats all right.没关系.35、Lets forget it.算了吧.征询语：文档仅供参考 文档仅供参考 36、Can(May)I help you?我能帮您什么吗？Yes,please.好的.37、What can I do for you.我能为您干点什么？38、Is there anything I can do for you?有什么能为您效劳的吗？39、Just a moment,please.请稍等一下.40、May I use your phone?
7、我能借用您的电话吗？Certainly.当然可以.Yes,of course.当然可以.指路用语:41、Go upstairs/downstairs.上楼/下楼.42、Its on the second(third)floor.在二（三）楼.43、Excuse me.对不起.Where is the washroom(restroom,elevator)?文档仅供参考 文档仅供参考 请问盥洗室（休息室、电梯）在哪儿？This way,please.请这边走 Turn left/right.往左转/右转.45、Its in the lobby near the main entrance.在大厅
8、靠近大门.46、Its in the basement at the end of the corridor.在地下室走廊尽头.提醒用语：47、Mind/(Watch)your step.请走好.48、Please be careful.请当心.49、Please dont leave anything behind.请别遗忘您的东西.50、Dont worry.别担心.51、Take it easy.放心好了.52、Please dont smoke here.请不要在这边抽烟.文档仅供参考 文档仅供参考 告别语：53、Goodbye.再见.54、See you late.再见.55、Goo
9、d night.晚安.56、See you tomorrow.明天见.57、Goodbye and thank you for coming.再见,谢谢您的光临.58、Goodbye and hope to see you again.再见,希望再见到您.59、Have a nice trip!一路平安！60、Wish you a pleasant journey!Good luck!祝您旅途愉快！祝您好运！前厅：1、Have you a reservation?您预定过了吗？2、May I know your name and room number?您能告诉我您的名字与房间号吗？文档仅供参
10、考 文档仅供参考 3、Here is your room key.给您房间钥匙.4、Please pay at the cashiers desk over there.请去那边帐台付款.5、Are these your baggage?这些是您的行李吗？May I take them for you?我来帮您拿好吗？客房部 6、Housekeeping.May I come in?客房服务员,我可以进来吗？7、Leave your laundry in the laundry in the laundry bag behind the bathroom door.请把要洗的东西放在浴室门后的
11、洗衣袋中.8、I hope Im not disturbing you.我希望没有打扰您.9、One moment,madam.Ill bring them to you right away.等一会儿,夫人.我马上送来.10、Ill send for an electrician(doctor,)我给您请电工（大夫）.餐饮部：11、Sit down,please.Here is the menu.请坐,给您菜单,先生.May I take your order,sir?文档仅供参考 文档仅供参考 您要点菜吗？12、What would you like to have,coffee or t
12、ea?您要喝咖啡还是茶？13、Would you like to have any wine with you dinner?您用餐时要喝点酒吗？14、Service hours are:（餐厅）供应时间是：7:00a.m.to 9:00a.m.for breakfast.早餐 7 点到 9 点.11:30a.m.to1:30p.m.for lunch.午餐 11 点半到 1 点半.6:30p.m.to 8:30p.m.for dinner.晚餐 6 点半到 8 点半.15、Here is the bill.Please sign it.这是您的帐单,请签字.销售用语：1、What kind
13、of rooms(foods)would you like to have?您需要什么样的房间（吃什么样的菜）？2、Here is a brochure of our hotel and tariff.这是介绍我们饭店的小册子和价目表.3、Well give you a 10%(ten percent)discount.我们给您九折优惠.4、Well offer tour guides complimentary breakfasts.我们给陪同提供免费早餐.文档仅供参考 文档仅供参考 5、We accept your terms.我们接受您的条件.公关用语：6、May I introduce
14、 myself?让我介绍我自己.7、May I present you a litter souvenir?请接受我们的一点小纪念品.8、Lets drink to our friendship!为我们的友谊干杯！9、Let me propose a toast to the health of our guests!建议为在座客人的健康干杯！10、Cheers!干杯！(Bottoms!)征求意见用语：11、How do you like Chinese food?您喜欢中国菜吗？12、What do you think of our service?您对我们的服务有什么意见？13、Thank
15、 you for your comments(compliment,suggestions).谢谢您给我们提的意见（赞扬、建议）.14、Im afraid its against the hotels regulations.这是违反饭店规章制度的.文档仅供参考 文档仅供参考 15、In our hotel we dont accept tips.我们饭店是不收小费的.Its our pleasure to serve our guests well.我们为能为客人服务好而感到高兴.Thank you all the same.然而,还是要谢谢您.16、Im afraid youll have
16、 to pay for thedamage.您必须赔偿.17、Thank you for telling us about it.谢谢您告诉我们 Ill look into the mater right away.我马上去处理这件事情.18、Iassure you it wont happen again.我保证此类事情不会再发生.19、Please dont worry,sir(madam)先生（夫人）,请不必担心.I;send someone up to your room right away.我马上派人到你的房间去.20、I cant guarantee anything,but I
17、ll try my best.我不能保证,但我会尽力而为.21、What can I show you.您要买什么？22、How do you like this fashion(color,size,design)?您喜欢这种款式（颜色、尺寸、图案）吗？文档仅供参考 文档仅供参考 23、The extra large size of this color is out of stock.这种颜色的特大号已经卖完了.Please try us again tomorrow.请明天再来看看.24、They are altogether 175(one hundred and seventy-fi
18、ve)yuan.共计 175 元.You may pay in cash or with credit card.您可以付现金也可以用信用卡.25、You have made a good choice,you have very good taste.您真会买东西.您眼力真好.服务质量是酒店经营的生命线。加强质量管理，创造服务精品，是酒店营造核心竞争力，使酒店立于不败之地的战略任务。由于市场竞争的不断升级和服务对象的日趋成熟，我们已步入顾客选择品牌和企业的时代。要想在激烈的市场竞争中站稳脚跟并不断发展壮大，我们要牢固树立以质量求生存、以质量求信誉、以质量求市场、以质量赢得效益、服务质量是企业生命的质量观。所以，我们策划了酒店的全面质量管理要点，以健全的质量管理体系、完善的质量保证制度和多种质量检查控制的方式方法保证酒店产品质量的有效性。让我们共同来关注酒店的服务质量，以优质的服务创造卓越的企业效益。