1、飯店服務英語Contents 目錄Part One Basic Hotel English Sentences飯店基礎英語.(1)Part Two The Front Office前廳.(21)Unit OneRoom Reservations 客房預訂.(21)Accepting a Booking 接受預訂.(21)Fully Booked for Singles 單人間已訂滿(23)Canceling a Reservation 取消預訂(25)Unit Two Reception 接待(36)Checking in a Walk-in 入住登記過路客.(36)Checking in a

2、 Guest with a Reservation 入住登記預訂客人.(41)Changing a Room 換房.(50)Unit ThreeInformation 問訊.(55)Asking the Way 問路.(55)Giving Information 提供信息.(57)Explaining Time Difference 解釋時差(63)Taking a message 留言(66)Unit FourBooking Air Tickets 訂機票(72)Unit FiveAt the Clinic 在醫(yī)務室(81)Unit Six Front Cashier 總臺收銀.(85)Ch

3、ecking Out 結帳退房.(85)Foreign Currency Exchange 外幣兌換.(93)Unit Seven Bellboy 行李員.(95)Bringing the Guest to the Front Desk 帶客人到總臺.(95)Bringing the Guest to His Room帶客人到房間.(103)Explaining the Room Facilities介紹房間設施(107)Depositing Luggage 寄存行李(109)Claiming Luggage 認領行李.(111)Hiring a Taxi 租用出租車.(113)Unit Ei

4、ghtOperator 總機(119)Useful Sentence Patterns 常用句型.(125)Part ThreeHousekeeping 管家.(128)Unit One Chamber Service 客房服務.(128)Making up the Room 打掃房間.(128)Providing Equiment to the Guest 為客人提供設備.(131)Opening the Door for the Guest 為客人開門(133)Theres Something Wrong with the TVset 電視機出故障(135)Unit Two Laundry

5、 Service 洗衣服務(142)Esplaining Laundry Service 解釋洗衣服務.(142)The Sweater is Shrunk 羊毛衫縮水了.(146)Part Four Food &Beverage 餐飲.(150)Unit One Reservations 預訂.(150)Booking Seats 訂座(150)Banquet Reservations 宴會預訂.(154)Reserving a Meeting Room訂會議室.(159)Unit Two In the Chinese Restaurant 在中餐廳.(166)Ihe Chinese

6、 Restaurant is Full 中餐廳滿了.(166)The Chinese Food Service 中餐服務.(169)Unit ThreeIn the Coffee Shop 在西餐廳(174)A Continental Breakfast 大陸式早餐(179)An American Breakfast 美式早餐.(180)Unit Four In the Bar 在酒吧.(184)Unit Five Room Service 房內用膳.(187)Unit Six Ways of Paying付款方式.(193)Part FiveShopping 購物.(202)Unit one

7、 Buying a Sweater購一件羊毛衫.(202)Unit TwoAt a Souvenir Shop 在紀念品店.(206)Unit ThreeBuying a Silk Tie 購一條絲綢領帶.(208)Part SixBeauty Salon 美容室.(210)Unit one A Hair-cut 理發(fā)(210)Unit Two A Cold Wave 冷燙(212)Part Seven 酒店英語常用詞匯 A Glossory of Hotel English 第一部分 Part One 飯店基礎英語 C級 酒店常用英語150句 （英語C級教材）歡迎和問候語：1） Good m

8、oring(afternoon,evening),sir(madam). 早上（下午，晚上）好，先生（夫人）。2） How do you do?您好?。ǔ醮我娒妫〩ow do you do?您好！Glad to meet you.很高興見到您！3） How are you?您好嗎？Fine,thanks.And you?好的，謝謝。您呢？4） Welcome to our hotel(restaurant,shop).歡迎到我們賓館（餐廳、商店）來。5） Wish you a most pleasant stay in our hotel.愿您在我們賓館過得愉快。6） I hope you w

9、ill enjoy your stay with us.希望您在我們賓館里過得愉快（客人剛入店時）。I hope you enjoy your stay with us.希望您在我們賓館里過得愉快（客人在飯店逗留期間）。 I hope you have enjoyed your stay with us. 希望您在我們賓館里過得愉快（客人離店時）。7） Have a good time.祝您過得愉快！電話用語：8） Good moring.This is _(崗位)，_(姓名)speaking.May I help you?早上好，這是部門，我是。我能幫您什么嗎？9） Sorry,Ive di

10、aled the wrong number.對不起，我撥錯號了。10） May I speak to your General Manager?能和你們的總經理說話嗎？11） Sorry.He is not in at the moment.對不起，他現(xiàn)在不在。12） Would you like to leave a message?您要留口信嗎？13） Pardon?I beg your pardon?對不起，請再說一遍，好嗎？祝賀語：14） Congratulations!祝賀您！15） Happy birthday!生日快樂！16） Happy New Year!新年快樂！17） Me

11、rry Christmas!圣誕快樂！18） Have a nice holiday!節(jié)日快樂！19） Wish ever success!祝您成功！20） Drink to your health(success,victory).為您的健康（成功，勝利）干杯！答謝和答應語：21） Thank you(very much).謝謝您（非常感謝）。22） Thank you for your advice(information,help).謝謝您的忠告（信息、幫助）。23） Its very kind of you. 謝謝，您真客氣。24） You are welcome.不用謝。25） No

12、t at all.不用謝。Dont mention it.不用謝。26） Its my pleasure.非常高興為您服務。With pleasure.My pleasure.27) I am at your service.樂意為您效勞。Im always at your service.28) Thank you for staying in our hotel.感謝您在我們飯店下榻。29） Thank you for your understanding.謝謝您的理解。道歉語：30） Im sorry.很抱歉。 Im very sorry.非常抱歉。31） Excuse me.對不起，勞

13、駕。32） Im sorry.Its my fault.很抱歉，那是我的錯。33） Sorry to have kept you waiting.對不起，讓您久等了。34） Sorry to disturb you.對不起，打擾您了。35） Excuse me for interrupting.對不起打斷一下。36） Im sorry about this.我對此表示歉意。37） I apologize for this.我為此道歉。38） Thats all right.沒關系。It doesnt matter./Its nothing.39) Lets forget it.算了吧！甭提了！

14、征詢語39） Can(May) I help you？我能幫您什么嗎？Yes,please.好的。41） What can I do for you?我能為您干點什么嗎？42） Is there anything I can do for you?有什么能為您效勞的嗎？43） Please let me know if there is anything I can do for you.如果還有其他事我能為您效勞的話，請告訴我。44） Please wait a moment(minute).請稍等一下。Just a moment,please.45) May I use your phon

15、e?我能借用您的電話嗎？ Yes,of course.當然可以。Certainly.指路用語46） Go upstairs/downstairs.上樓/下樓。47） Its on the second(third) floor.在二（三）樓。48） Excuse me.Where is the elevator(lift,clinic,restaurant)? 對不起，請問電梯（醫(yī)務室，餐廳）在哪里？50） This way,please.請這邊走。51） After you,please.您先請。52） Turn left/right.往左/往右轉。53） Its in the lobby

16、near the main entrance. 在大廳靠近大門。54） Go straight ahead.一直走。55） Go down to the lobby.下樓到大堂。56） Turn left at the first corner.在第一個拐角處左轉。57） Sorry,Im not sure. If youll wait a minute,Ill be glad to find out for you.對不起，我不太清楚，請稍等一會，我去幫您找一下。提醒用語58） Watch your step.請走好！59） Please be careful.請當心。60） Please

17、dont leave anything behind.請別遺忘您的東西。61） Dont worry.別擔心。62） Take it easy.放心好了。63） Please dont smoke here.請不要在這里抽煙。告別語64） Goodbye.再會。65） See you later.等會見。66） Good night.晚安。67） See you tomorrow.明天見。68） Wish you a good dream! 祝您做個好夢！69） Goodbye and thank you for your coming.再見，謝謝您的光臨。70) Goodbye and ho

18、pe to see you again.再見，希望再見到您。71） Have a nice trip!一路平安！72） Wish you a pleasant journey! Gook luck.祝您旅途愉快！祝您好運！73） 普通個人的稱呼 Sir 先生 Madam 女士/夫人 Miss 小姐74） 當知道客人的姓氏時：Mr._*先生 Mrs._*夫人/女士75） 團體客人的稱呼：Gentlemen 先生們 Ladies 女士們76） 應答客人稱呼的詞句：Yes, sir/madam.是/好，先生/夫人。77） Ill be with you in a moment, sir.我一會兒就回

19、來，先生。78） 當可以滿足客人要求時，應答： Certainly, sir/madam。當然可以，先生/夫人。79） Ill go and get it right way. 我馬上去取。80） Immediately,sir.先生，我馬上就來。81） 當不能滿足客人的要求時，應答： Sorry, we dont have_.對不起，我們沒有_.82) 自我介紹時：My name is_,call me any time. Im very glad to be of service.我是，請隨時吩咐我，我樂意效勞。83） 當不能答應客人的要求時： So sorry we cant do th

20、at. Its against our rules. 對不起，我不能那樣做，它違反了酒店規(guī)定。84） 當客人由于客氣而給你賞物時：No. Thank you. You are very kind.噢，不，謝謝您，您真是太客氣了?；颍篒ts so kind of you. But no,thank you.85) 當客人由于客氣的與您先說“有個愉快的周末“等時，就回答：You too.或The same to you.祝您一樣愉快。86) 當客人因動作緩慢，拙劣而顯尷尬時，應安慰客人說：Please take your time, sir. Theres no hurry.87) 要打斷客人的談

21、話時，應說：Excuse me. May I take up a few moments of your time?對不起，我能占用以下您的時間嗎？88）May I speak to you for a few minutes, sir/madam? 對不起，我能和您說一會話嗎？89）當客人催促您時，應回答：Sorry to have kept you waiting.對不起，讓您久等了。90）向客人展示單據(jù)等時，應說：Here is your_(bill, menu, key),sir/madam.先生/夫人。這是您的（帳單、菜單、鑰匙）。91）接受投訴或批評時，應回答： Thank you

22、 for telling us, sir/madam. I assure you it wont happen again. Ill speak to our manager about it. Please accept our apology. 先生/夫人，感謝您告訴我們，我保證以后不會再發(fā)生此事。我會將此事告訴我們經理的，請接受我們的道歉。92）當處理錯誤或過失時，應說： Im terribly sorry. There could have been some mistake. I do apologize. 我非常抱歉，這里肯定有一些錯誤/過失，我真誠的致歉。93) Im sorry

23、. Ill look into the matter at once. 對不起，我馬上去調查這件事。94）當你聽不懂時，應說： Im sorry. I dont understand. Could you please speak slowly? 對不起，我聽不懂，請您說慢點好嗎？95）請客人做某件事情時，應說： Could you sign here, please? 請在這里簽字好嗎？96）May I ask you to return in 5 minutes, madam? 夫人，請5分鐘后回來好嗎？97）Could I have your room card ,sir? 先生，我能看

24、一下您的房卡嗎？98）Please come this way, sir. 先生，請走這邊。銷售用語（管理用語）99）What kind of rooms(food) would you like to have? 您需要什么樣的房間？（您想吃什么菜？）100）Here is a brochure of our hotel and our tariff. 這是介紹我們飯店的小冊子和價目表。101）Well give you a 10%(ten percent) discount. 我們給您九折優(yōu)惠。102）Well offer tour guides complimentary breakfa

25、st. 我們給陪同提供免費早餐。103）We accept your terms.我們接受您的條件。公關用語104）May I introduce myself?讓我介紹我自己。105）May I present you a little souvenir?請接受我們的一點小紀念品。106）Lets drink to our friendship!為我們的友誼干杯！107）Cheers!干杯！Bottoms!征求意見用語：108）How do you like Chinese food?您喜歡中國菜嗎？109）What do you think of our service?您對我們的服務有什

26、么意見？110）Thank you for your comments(compliment,suggestion). 謝謝您給我們提的意見（贊揚、建議）。111）Im afraid its against the hotels regulations.這是違反飯店規(guī)章制度的。112）In our hotel we dont accept tips.我們飯店是不收小費的。113）Im afraid youll have to pay for the damage.恐怕您得賠償。114）Please dont worry,sir.Ill send someone up to your room

27、right away. 先生，請不必擔憂。我馬上派人到您的房間去。115）I cant guarantee anything,but Ill try my best.我不能保證，但我會盡力而為。前廳部常用語：116）Have you made a reservation,sir?先生，您預訂了嗎？117）How many people are there in your party?你們一共多少人？118）We have single rooms, standard rooms and suites.What kind of rooms would you like?我們有單人房，雙人房和套房

28、。您喜歡哪一種？119）How long will you stay?您打算住幾天？120）Would you fill in this form?May I give you a hand?麻煩您填一下表格，要我?guī)兔幔?21）May I see your passport?請給我看一下您的護照。122）Please sign your name here.Here is your room card and room key. 請您在這里簽名，這是您的房卡和鑰匙。123）How are you going to pay,in cash or by credit card? 先生，您是付現(xiàn)金

29、呢，還是信用卡？124）Please pay at the cashiers desk over there.請去那邊帳臺付款。125) How many pieces of luggage do you have,sir?先生，請問多少行李？126）Are these your luggage?May I take them for you?這些是您的行李嗎？我來幫您拿，好嗎？127）May I show you to your room,sir?先生，我來帶您到房間，好嗎？128）This is Business Centre.這是商務中心。129）I will send a fax to

30、 Germany.我要發(fā)一份傳真去德國。130）Yes,sir.Could you tell me the fax number? 先生，您能告訴我傳真號碼嗎？131）Please hold the line a moment,I am putting you through to請別掛，我替您接132）Please dont hung up.請別掛電話。133）Could you repeat please?請您重復一遍好嗎？134）Good evening,operator.May I help you?晚上好，我是接線員，請問您要哪里？135）Id like to be waken up

31、 tomorrow moring.or:Id like to have a moring call tomorrow.明天早上我想要叫醒服務。136）Certainly,sir.At what time would you like me to call?好的，先生。請問我們什么時候叫醒您？管家部常用英語137）Good morning, Housekeeping.*s speaking. May I help you?早上好，客房中心，*在講話，有什么可以幫您的嗎？138）Housekeeping. May I come in? 客房服務員，我可以進來嗎？139）Leave your lau

32、ndry in the laundry bag behind the bathroom door. 請把要洗的東西放在浴室門后的洗衣袋中。140）One moment please, madam. Ill bring them to you right away.等一會，夫人。我馬上送過來。141）Excuse me. Sir, Do you have any laundry wash?請問您有衣服要洗嗎？142）May I clean your room now, sir?我現(xiàn)在可以為您做房間嗎？143）May I do the turn down service, madam? 我可以為您

33、做夜床嗎？144）Ill send a repairman to your room at once.我馬上派維修人員過來。145）May I repair the in your room? 我現(xiàn)在可以進來維修嗎？餐飲部常用語146）Would this table be alright?請問這張桌子可以嗎？147）Please have a seat ,sir. Here is the menu. May I take your order?先生，請坐，這是菜單，您要點菜嗎？148）What would you like to have, coffee or tea?您要喝咖啡還是茶？14

34、9）Would you like to have a drink first, sir?請問要先來一杯飲料嗎，先生？150）May I repeat your order, sir? 請問我可以重復您的點菜嗎？151）Your order will be ready in about five minutes. 您點的菜一會兒就好。152）Would you like Chinese Food or Western Food?您喜歡用中餐還是西餐？153）How would you like your steak done? 您的牛排要幾成熟？154）Would you like to ord

35、er anything else, sir/madam?請問您還要點其他東西嗎，先生/女士？155）How about some more beer? 再來些啤酒怎么樣？收銀處常用語156）How much would you like to change?請問您要換多少錢？157）Please write your name, passport number and room number on the slip.請在單子上寫上姓名，護照號碼和房號。158）Please check it. Keep this exchange memo. 請檢查一下并保留好這兌換單。159）Did you

36、take anything from the mini-bar, sir? 請問先生您使用小酒吧里的食品了嗎？160）Heres your bill, please check it. Altogether the total is_yuan. 這是您的帳單，請核查，總計人民幣元。161）Goodbye. Have a nice trip. We all look forward to seeing you again soon. 再見，旅途愉快，我們期待著不久再見到您。商場常用語162）What can I show you? 您要什么？163）How do you like this fa

37、shion (color, size, design)? 您喜歡這種款式（顏色，尺寸，圖案）嗎？164）Please feel free to look around, and do call me if you need anything. 請隨便看，如果需要幫忙請叫我。165）The extra large size of this color is out of stock. 這種顏色的特大號已經賣完了。166）You have made a good choice. You have very good taste. 您真會買東西，您眼力真好?？禈凡砍Ｓ谜Z167）We open fro

38、m 9:00a.m. till 10:00p.m., sir. 我們從早上9點營業(yè)到晚上10點。168）Is it free of charge for in-house guests? 對住店客人是免費的嗎？169）How do you charge for playing billiard balls?我們想打臺球，收費多少？170）80 RMB per hour, sir.先生，一小時收費人民幣80元。171）Can I sign instead of paying in cash? 我不付現(xiàn)金簽單可以嗎？172）Id like to have massage. 我要按摩。173）Our

39、 massage time is from 8:00 p.m. to 11:00 p.m. 我 們按摩的時間為晚上8：00到11：00時。174）Would you like massage in your room or in the massage room? 請問您是在房間按摩還是在按摩室？第二部分第七部分Part Two Part Seven飯店各部門英語Part twoThe Front OfficeUnit oneRoom ReservationsDialogue One Accepting a BookingA(C=clerk, G=guest)C: Good morning.

40、Room Reservations, may I help you?G: Yes, Id like to reserve a room, please.C: Yes, sir. When for, please?G: December 2nd.C: For how many nights?G: For two nights.C: How many of you please?G: Just two.C: Which type of room would you prefer, a suite, a double or a twin?G: A double, please.C: A moment

41、, please. Ill check our room availabilities for those days Thank you for waiting, sir. We have a double at 680 Yuan.G: Well take it.C: Thank you, sir. May I have a double at 680 Yuan.G: Well take it.C: Thank you, sir. May I have your name, please?G: Yes, its Douglas Fred.C: How do you spell that, pl

42、ease?G: D-o-u-g-l-a-s, F-r-e-d.C: Yes, Mr. Fred. Your phone number, please?G: My city code is 025, phone number is 55-379-468.C: The city code is 025, phone number is 55-379-468. Is this your company phone number?G: Yes, it is.C: What time do you expect to arrive, sir?G: Oh, around 6 p.m., I suppose

43、.C: We will keep the reservation till 9 p.m.G: OK.C: So thats a reservation for two nights from December 2nd to 3rd for Mr. Fred, a double at 680. My name is Xu Zheng and we look forward to seeing you.Dialogue Two Fully Booked for Single RoomsC: Good morning, Reservations. May I help you?G: Yes, Id

44、like to book a single room for Jenny Span, my friend just for January 15th.C: Terribly sorry, madam. Well fully booked for single rooms for that day. How about a twin, in-stead?G: Well, Miss Span takes particular interest in the single room.C: In that case, we can put her on a waiting list or we can

45、 try to find a single in another hotel.G: Can you try another hotel of the similar standard?C: Certainly, Madam Excuse me, madam, Ive reserved s single room at US $80 dollars under Miss Jenny Span at the Wuxi Hotel. Theres a 10% discount. The Room number is 802. It is 10 minutes car ride from here.G

46、: Can you tell me the telephone number of the Wuxi Hotel, please?C: Yes, madam, Its 6-8-9-5-0-0-0.G: Thank you.Dialogue Three Cancelling a ReservationC: Good afternoon, Room Reservations. May I help you?G: Id like to cancel a reservation.C: Under whose name was the reservation made?G: Douglas.C: How

47、 do you spell that, please?G:D-o-u-g-l-a-s.C: What was the date of the reservation?G: From December 2nd to 3 rd.C: Excuse me. But is the reservation made for yourself or for someone else?G: Its for my boss Dr Douglas.C: May I have your name and phone number, please?G: Yes, Mr. Wordsworth, I will can

48、cel Mr. Douglas reservation for December 2nd. By the way, is the cancellation made due to the reason on the hotel part?C: No, it has nothing to do with your hotel. My boss just cancelled his travel to China.Notes to the Text 課文注釋Reservation 預訂Room reservation 客房預訂To make a reservation 預訂To have a re

49、servation 有預訂To reserve 預訂To prefer 喜歡，更喜歡To prefer A to B 喜歡A勝過喜歡BTo spell 拼寫City (area) code 城市（地區(qū)）編碼，區(qū)號To expect 預期，等待Terribly sorry 十分抱歉 To be fully booked 預訂滿了Full house （酒店）滿了，客滿How about?怎么樣？Instead 代替，頂替To take interest in喜歡A hotel of the similar standard with一個與差不多同檔次的飯店Waiting list 等候名單Dis

50、count 折扣A 10% discout 10%折扣Under whose name在誰的名下Under the name of在的名下To cancel a reservation 取消預訂By the way 順便問一下Due to由于On the part of在。一邊，由于。方的原因To have nothing to do with與無關Which types of room would you prefer, a suite, a double or a twin?您喜歡哪一種房間，套間，雙人間，還是雙床間？Ill check our room availabilities fo

51、r those days.我來查對那幾天房間的出租情況。We are fully booked for single rooms for that day.那天單人間已經訂滿了How(What) about a twin, instead?換個雙人房怎么樣？Miss Span takes particular interest in the single room.司阪小姐特別喜歡單人間。We can put her on the waiting list or we can try to find a single in another hotel.我們可把她列入等候名單，或者在其它酒店設法

52、找到單人間。By the way, is the cancellation made due to the reason on the hotel part?順便問一下，這一取消是否因酒店原因所致的？Words and Expressions 單詞和詞組Suite 套間Semi-suite.n.雙套間A three-room suite 三套間A deluxe suite 豪華套間A junior suite 普通套間，小套間A senior suite 高級套房An executive suite 行政套房，商務套房A presidential suite 總統(tǒng)套房A double room 一個雙人床房間A twin 雙床房，兩人間A single room 一個單人房A standard room 標準間A connecting room 連通房An adjoining room 鄰房A lake view room 朝向湖的房 湖景房A mou