1、 酒店禮賓部常用英語匯編 酒店禮賓部常用英語匯編重要詞匯: - 16 -禮賓部 Concierge 行李生 Bell man門童 Doorman 行李 Luggage行李架 Luggage rack 行李存放處 Luggage Depository行李車 Baggage trolley 司機 Driver電梯 Elevator洗手間 Toilet 機場 Airport火車站 Railway station 商場 Shopping center超市 Super market 小費 Tip雨傘 Umbrella 接機服務(wù) Pick-up service行李寄存 Check baggage 叫早服務(wù)

2、 Morning call自助早餐 Buffet breakfast往前直走 Straight on常用詞匯:五星級酒店Five-star hotel 前廳部 Front office department總臺 Front desk 總機 Operator商務(wù)中心 Business center 游泳池 Swimming pool 西餐廳 Western restaurant中餐廳 Chinese restaurant 大堂吧 Lobby lounge桑拿 Sauna會議室 Meeting room停車場 Parking lot 總經(jīng)理 General manager經(jīng)理 Manager 大堂

3、副理 Assistant manager AM賓客關(guān)系主任 Guest relation officer GRO 主管 Director領(lǐng)班 Supervisor 樓層服務(wù)員Room waiter總臺接待 Receptionist 維修人員 Repairman貨幣兌換change money 明信片postcard洗衣袋Laundry bag 小心輕放Handle with Care請勿倒立Keep Top Side Up常用句子1.Are these your baggage? 這些是您的行李嗎?2.Is this everything, sir? 這是全部東西嗎，先生?3.May I ta

4、ke them for you? 我來幫您拿好嗎?4.Let me help you with your luggage.讓我來幫您吧。5.I hope Im not disturbing you.我希望沒有打擾您。 6.Just a moment, madam. Ill bring them to you right away. 等一會兒，夫人。我馬上送來。7.The bellboy will show you to your room, sir. 先生，行李生會送您到房間的。8.Here is your room key. 給您房間鑰匙。9.You may leave your lugga

5、ge in the Concierge. 您可以把行李放在禮賓部。10.Would you like to check your luggage here? 您要寄存行李嗎?11.Dont worry, your luggage will be sent up at once. 別擔(dān)心，您的行李很快就會送上去的。12.When you check out, please call NO.6849 and well help you with your luggage immediately. 如果您要退房，請致電6849，我們將馬上幫您運送行李。13.May I know your room

6、number? / Whats your room number, please? 您能告訴我您的房間號嗎?14.May I have a look at your room card? 我可以看一下您的房卡嗎?15.Do you mind if I put your luggage at here? 我把您的行李放在這里好嗎?16.Please sign your name here. 請您在這里簽名。17.Would you like me to call a taxi for you? 你需要我為你叫一輛出租車嗎?18.Would you want a taxi? 需要出租車嗎?19.A

7、bout 20 minutes by texi from here to Airport. 從這里到機場大概需要20分鐘。20.Im sorry to have kept you waiting ./Sorry to have kept you waiting. 對不起讓你久等了。21.Would you tell me your phone number? 您能告訴我您的電話號碼嗎?22.After you, please./ You first, please. 你先請。23.This way, please. 這邊請。24.Is there anything else I can do

8、for you? 您還有什么事要我做嗎?25.I see what your mean. 我了解你的意思。26.Ill send the luggage up by another lift. 我乘另一部電梯把行李送上去。Here we are, sir, room 1101先生，1101房到了。一、對客提問方式自己要做什么事時，就使用 May I May I have your name, please? 請問尊姓大名 May I have your check-out time, please請問您什么時候結(jié)帳離開？ May I see your passport, please? 請讓我

9、看一下您的護照好嗎？ 2 麻煩客人時，可使用Could you Could you fill out the form, please? 請您填寫這張表格好嗎？ Could you write that down, please? 請您寫下來好嗎？ Could you hold the line, please? 請不要掛電話好嗎？ 3 詢問客人的喜好或是做什么時，可使用 Would you Would you like tea or coffee? 請問您要喝茶還是咖啡？ Would you like to take a taxi? 請問您要搭計程車嗎？ Would you mind sit

10、ting here? 請問您介意坐在這里嗎？When would you like to visit Da Liang? 請問您想要何時參觀大良？ When would you like to have lunch?請問您想在哪里用餐？ What time would you like to eat? 請問您想何時用餐？ Who would you like to contact? 請問您想和誰聯(lián)絡(luò)？ Which kind of room would you prefer? 請問您喜歡哪一種房間？ How long would you like to stay? 請問您要逗留多久？ How m

11、any tickets would you like to buy? 請問您要買幾張票？ 4 在提供建議協(xié)助、征求意見時，可使用 Shall I 或 Would you like me to do ?Shall I draw the curtains? 請問需要我把窗簾拉上嗎？ Shall I draw you a map? 請問要我為您畫一張地圖嗎？ Shall I make the reservation for you? 請問要我為您安排預(yù)約嗎？ 二、招呼語 Good morning. (用于中午以前) Good afternoon. (用于中午至下午六點以前) Good evening

12、. (用于下午六點過后) Good morning, sir. Are you checking-out? 早上好，先生，請問您要退房嗎？ Good afternoon, sir. Welcome to XXX Hotel. 中午好，先生，歡迎光臨XXX酒店 Good evening, sir. May I help you? 晚上好，先生，請問我能為您服務(wù)嗎？ 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.請對方再等一會兒 Just a moment, please. 請稍等。 Thank you for waitin

13、g. 您久等了，先生。 I am very sorry to have kept you waiting. 很抱歉讓您久等了。 Could you wait a little longer,please?請您稍候好嗎？ 3.要麻煩客人或是拒絕客人的要求時。拒絕客人時，不要一口回絕說“No”，要委婉一些。 I am afraid I cant do that. 不好意思，我恐怕沒辦法那樣做。 Excuse me, sir. Please let me pass. 不好意思，先生，麻煩讓我過一下。 4.道歉。如果是自己的錯就說“I am sorry.”; 如果是公司的錯，就說：“We are so

14、rry.”。 I am very sorry for the delay. 很抱歉延誤了時間 I am very sorry for the inconvenience. 很抱歉造成您的不便。 I would like to apologize for the mistake. 為這個錯誤我深致歉意。 5.客人對自己說“Thank you.”時回答 You are welcome. 不客氣。 Thank you, sir. 謝謝您，先生。 6.交給客人某些東西時，可以說 Here you are. 您要的東西在這里。7當客人準備離開時，可以說： Have a nice day. 祝您有美好的一

15、天。 Please enjoy your stay 祝您住宿愉快。 We hope to see you again soon.希望不久能再次見到您。 Thank you for staying with us. 謝謝光臨。 8當客人的英語難以理解時。面對客人的疑問，不要只是一味地傻笑，或是一直說 Yes。如果聽不懂時，要向客人提出疑問，或是先向?qū)Ψ秸f“Just a moment, please.”, 然后請求他人協(xié)助。 Pardon? 對不起？（你能重復(fù)一遍嗎？） Pardon me? 對不起？（你能重復(fù)一遍嗎？） Sorry? 對不起？（你能重復(fù)一遍嗎？） Could you repeat

16、 that, please? 請您重復(fù)一遍好嗎？情景對話一、在門口迎接客人DoormanD: Good evening, sir and madamWelcome to our hotel門童D：晚上好。歡迎光臨！Mr SmithS： Good eveningSmith先生S：晚上好。D Excuse me, sir So you have got altogether four pieces of luggage？D：對不起先生，您一共帶了4件行李是嗎？S Yes.D OkLeave it to me,sir.Ill take care of your luggage.D：好的，讓我?guī)湍冒?/p>

17、，我會照看好行李的。S Thank youS：謝謝。D Not at all. The Reception Desk is straight aheadThis way, pleaseD：不客氣先生。總臺就在前面，這邊請。二、帶領(lǐng)客人到房間BellboyB： Is this everything, sir？B：這是全部的行李嗎，先生？Mr SmithS：Yes, thats everythingS：是的。B：Ok, May I have a look at your room card？B：能不能讓我看下您的房卡？S：Oh，yesis 1101S：噢，好的。我住1101房。B：I seeNow

18、 please follow meIll show you to your room.B：好的?，F(xiàn)在我?guī)ツ姆块g。S：Where is the Western restaurant？S：西餐廳在哪呢？B：Oh, its on the First floor. Get out the lift and turn right, sir. B：在一樓，先生。出電梯右轉(zhuǎn)就到了。S：When will it open?S：什么時候開呢？B：The service time is 6:30am. To 10:00am. B：營業(yè)時間是早上6點半到10點。S：OK。B：Here we are, sir.

19、 Room 1101.Let me help you to open the door.B：我們到了先生，1101房。讓我?guī)湍_門吧。門開后B：You first, sir. Do you mind if I put your luggage at here?B：您先請先生，我把您的行李放在這里好嗎？S：Its OK, Thank you many much,S：好的，非常感謝。B：Thats my job. How do you like this room?B：這是我們工作。房間如何呢先生？S：Its very cozyI like it very much.S：非常舒適，我很喜歡。B：R

20、ight, is there anything else I can do for you?B：還有其他需要嗎？S：No, Thank you.B：OK, Good night.三、On the way to the room 展示房間B : Good evening , sir . Ill show you to your room .you have two suitcases and one bag . Is that correct ? 晚上好，先生。我?guī)ツ姆块g，您有兩個箱子和一個包。對嗎？G : Yes,thats right . 是的。B : Is there anythin

21、g valuable or breakable in your bag ? 請問您的行李里有貴重和易碎物品嗎？G : Yes , there is a bottle of whiskey . 是的，有一瓶威士忌。B : Could you carry this bag , sir ? Im afraid the contents might break . 您能拿這個袋子嗎？我怕里面的東西會破。G : Sure , no problem . 當然，沒問題。B : Thank you , sir . May I have your room key , please ? 謝謝，先生。能告訴我您的

22、房間鑰匙嗎？G : Yes, here you are . 好的，給你。B : Thank you , sir . Your room is on the 12th floor , please follow me , your elevator is this way . 謝謝，先生。您的房間在12樓，請跟我來，電梯在這邊。G : I see . 我知道了。B : Is this your first time to Shanghai? 這是您第一次來上海嗎？G : Yes , it is . 是的。B : I hope youll have time to see Shanghai.The

23、re is a lot to see . 我希望您有時間多逛逛上海。這里有許多可逛的地方。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 . 這是12層。您的房間在右手邊（左手邊）。您先請，先生。這邊請。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

24、luggage here. Please go through the formalities.B：當然可以，先生。你可以把行李寄存在這里。請您辦一下寄存手續(xù)。S：No problem.S：沒問題。B：May I know your room number?B：您是幾號房的？S：My room number is 1101.S：1101。B：When will you take them back? Sir.B：您什么時候來取呢？S：About 30 minutes later.S：大約半小時以后。B：OK, Keep the luggage check card, and for drawi

25、ng, please show the second half of this card. B：好的，請保存好行李寄存卡，當您來取回行李時，請出示這張卡的下半聯(lián)。S：OK, thank you very much. Bye bye.B：See you. Sir.四、客人要出租車DoormanD：Would you like me to call a taxi for you?D：需要一輛的士嗎？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：到浦東機場

26、2號航站樓。D：OK, Just moment, please. D：好的，請稍等。的士叫來后D：Sorry to have kept you waiting, sir. Are there four pieces in all? D：不好意思讓您久等了，先生。您一共是四件行李對嗎？S：Yes.S：是的。D：Let me take them to the trunk.D：讓我把他們放到后背箱吧。S：OK, thank you very much.S：非常感謝。D：You are welcome. Sir. Hope to see you again. Wish you good luck.D：

27、不客氣先生，希望能再次見到您。祝你好運。五、搭乘電梯 （1） Here we go to the elevator.電梯在這邊.（2） After you, sir.您先請.（3） This way, please.這邊請.（4） Watch your step, sir.請慢走,先生.（5） Which floor, sir? 去哪一層,先生? （6） Just a moment, please.The elevator will be here soon.請稍等,電梯馬上就下來了.六、接電話領(lǐng)取行李B : Good mooring，This is the concierge . May I

28、 help you ? 早上好，這里是禮賓部。我能為您效勞嗎？G : Im going to check out soon . Could you pick up my luggage . Please ? 我馬上就要退房了。請問，你能幫我拿一下行李嗎？B : Certainly,sir.May I have your room number , please ? 可以，先生。請問您在哪間房？G : Yes , its 1101. 是的，這是1101。B : Room 1101. Very good , sir well send a bellman immediately . Could you wait in you room , please ? 1101房間。很好，先生，我們馬上派一位行李員。你可以等在你的房間，好嗎？G : Ok .好的七、去房間領(lǐng)取行李B : Good morning ,sir . Ive come for your bags . 早上好，先生。我來取您的行李。G : Thank you