最新酒店礼宾部常用英语(最全版)
酒店礼宾部常用英语汇编1
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重要词汇:
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礼宾部 Concierge
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行李生 Bell man
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门童 Doorman
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行李 Luggage
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行李架 Luggage rack 8
行李存放处
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Luggage Depository
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行李车 Baggage trolley 11
司机 Driver
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电梯 Elevator
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洗手间 Toilet
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机场 Airport
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火车站 Railway station 16
商场 Shopping center 17
超市 Super market
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小费 Tip
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雨伞 Umbrella
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接机服务 Pick-up service 21
行李寄存 Check baggage 22
叫早服务 Morning call 23
自助早餐 Buffet breakfast 24
往前直走 Straight on 25
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常用词汇: 27
五星级酒店
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Five-star hotel
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前厅部
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Front office department 31
总台 Front desk
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总机 Operator
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商务中心 Business center 34
游泳池 Swimming pool 35
西餐厅 Western restaurant 36
中餐厅 Chinese restaurant 37
大堂吧 Lobby lounge
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桑拿 Sauna
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会议室 Meeting room
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停车场 Parking lot
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总经理 General manager
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经理 Manager
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大堂副理
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Assistant manager [AM]
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宾客关系主任 Guest relation 46
officer [GRO]
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主管 Director
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领班 Supervisor
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楼层服务员Room waiter 50
总台接待 Receptionist 51
维修人员 Repairman
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货币兑换change money 53
明信片postcard
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洗衣袋Laundry bag 55
小心轻放Handle with Care 56
请勿倒立Keep Top Side Up 57
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常用句子
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1.Are these your baggage? 这些是您的行李吗?
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2.Is this everything, sir? 这是全部东西吗，先生?
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3.May I take them for you? 我来帮您拿好吗?
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4.Let me help you with your luggage.让我来帮您吧。
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5.I hope I'm not disturbing you.我希望没有打扰您。
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6.Just a moment, madam. I'll bring them to you right away. 等一65
会儿，夫人。我马上送来。
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7.The bellboy will show you to your room, sir. 先生，行李生会送67
您到房间的。
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8.Here is your room key. 给您房间钥匙。
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9.You may leave your luggage in the Concierge. 您可以把行李放在71
礼宾部。
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10.Would you like to check your luggage here? 您要寄存行李吗?
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11.Don’t worry, your luggage will be sent up at once. 别担心，
您的行李很快就会送上去的。
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12.When you check out, please call NO.6849 and we’ll help you with 76
your luggage immediately. 如果您要退房，请致电6849，我们将马上帮您运送行李。
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13.May I know your room number? / What's your room number, please?
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您能告诉我您的房间号吗?
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14.May I have a look at your room card? 我可以看一下您的房卡吗?
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15.Do you mind if I put your luggage at here? 我把您的行李放在82
这里好吗?
16.Please sign your name here. 请您在这里签名。
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17.Would you like me to call a taxi for you? 你需要我为你叫一辆出租85
车吗?
18.Would you want a taxi? 需要出租车吗?
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19.About 20 minutes by texi from here to Airport. 从这里到机场88
大概需要20分钟。
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20.I'm sorry to have kept you waiting ./Sorry to have kept you 90
waiting. 对不起让你久等了。
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21.Would you tell me your phone number? 您能告诉我您的电话号码92
吗?
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22.After you, please./ You first, please. 你先请。
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23.This way, please. 这边请。
24.Is there anything else I can do for you? 您还有什么事要我做
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吗?
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25.I see what your mean. 我了解你的意思。
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26.I’ll send the luggage up by another lift. 我乘另一部电梯把99
行李送上去。
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Here we are, sir, room 1101先生，1101房到了。
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一、对客提问方式
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自己要做什么事时，就使用 May I ~
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May I have your name, please? 请问尊姓大名
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May I have your check-out time, please请问您什么时候结帐离开？
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May I see your passport, please? 请让我看一下您的护照好吗？
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2．麻烦客人时，可使用Could you ~
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Could you fill out the form, please? 请您填写这张表格好吗？
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Could you write that down, please? 请您写下来好吗？
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Could you hold the line, please? 请不要挂电话好吗？
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3．询问客人的喜好或是做什么时，可使用 Would you ~
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Would you like tea or coffee? 请问您要喝茶还是咖啡？
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Would you like to take a taxi? 请问您要搭计程车吗？
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Would you mind sitting here? 请问您介意坐在这里吗？
When would you like to visit Da Liang? 请问您想要何时参观大良？115
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When would you like to have lunch?请问您想在哪里用餐？
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What time would you like to eat? 请问您想何时用餐？
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Who would you like to contact? 请问您想和谁联络？
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Which kind of room would you prefer? 请问您喜欢哪一种房间？
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How long would you like to stay? 请问您要逗留多久？
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How many tickets would you like to buy? 请问您要买几张票？
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4．在提供建议协助、征求意见时，可使用 Shall I ~ 或 Would you like me 123
to do ~?
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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？
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Shall I make the reservation for you? 请问要我为您安排预约吗？
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二、招呼语
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Good morning. (用于中午以前)
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Good afternoon. (用于中午至下午六点以前)
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Good evening. (用于下午六点过后)
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Good morning, sir. Are you checking-out? 早上好，先生，请问您要退房133
吗？
Good afternoon, sir. Welcome to XXX Hotel. 中午好，先生，欢迎光临XXX 134
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酒店
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Good evening, sir. May I help you? 晚上好，先生，请问我能为您服务吗？137
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三、回答
1.一般性的回答
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I see, sir. 我明白了，先生。
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Certainly, sir. 好的，先生。
2.请对方再等一会儿
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Just a moment, please. 请稍等。
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Thank you for waiting. 您久等了，先生。
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I am very sorry to have kept you waiting. 很抱歉让您久等了。
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Could you wait a little longer,please?请您稍候好吗？
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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。
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I am afraid I can’t do that. 不好意思，我恐怕没办法那样做。
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Excuse me, sir. Please let me pass. 不好意思，先生，麻烦让我过一下。
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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 153
are sorry.”。
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I am very sorry for the delay. 很抱歉延误了时间
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I am very sorry for the inconvenience. 很抱歉造成您的不便。
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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
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You are welcome. 不客气。
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Thank you, sir. 谢谢您，先生。
6.交给客人某些东西时，可以说
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Here you are. 您要的东西在这里。
7．当客人准备离开时，可以说：
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Have a nice day. 祝您有美好的一天。
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Please enjoy your stay 祝您住宿愉快。
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We hope to see you again soon.希望不久能再次见到您。
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Thank you for staying with us. 谢谢光临。
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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, 168
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please.”, 然后请求他人协助。
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Pardon? 对不起？（你能重复一遍吗？）
Pardon me? 对不起？（你能重复一遍吗？）
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Sorry? 对不起？（你能重复一遍吗？）
Could you repeat that, please? 请您重复一遍好吗？
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情景对话
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一、在门口迎接客人
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Doorman[D]: Good evening, sir and madam．Welcome to our hotel．
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门童[D]：晚上好。欢迎光临！
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Mr Smith[S]： Good evening．
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Smith先生[S]：晚上好。
[D] Excuse me, sir． So you have got altogether four pieces of luggage？182
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D：对不起先生，您一共带了4件行李是吗？