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1、.,酒店英语English for Hotel Business,.,在酒店里所使用的英语会话，基本上是属于商业英语，与日常生活会话中所使用的英语略有不同，较注重礼节。,概述,.,.,不说OK, Sure, Yeah等，而要说Certainly, Sir.,Hey, uh-huh, Hang on 等，也不适合在酒店中使用。,别说“I dont know.”回答“不知道”是非常不礼貌的说法。 可以说“just a moment, please. Ill check that for you.” （请稍候，我来帮您确认），然后请有能力处理的 人前来协助。,对男性客人，尊称为Sir; 面对女性客人
2、时尊称为Ms.,注意,在招呼客人时，最好说“Excuse me, Sir(Ms)”, 不要直接 称呼Mr.或Ms. 至于称呼小孩，可以直接使用Excuse me， 但是不可以直接称呼boy或girl.,.,基本待客英语,基本句型,招呼语 回答,May I .? Could you .? Would you . ? Shall I . ?,.,May I .,自己要做什么事时，使用May I . May I have your name, please? May I see your passport, please? May I know your nationality, please?,.
3、,Could you .,麻烦客人时，可使用Could you . Could you fill out the form, please? Could you write that down, please? Could you draft the fax, please? Could you hold the line, please?,.,Would you .,询问客人的喜好或做什么时，使用Would you . Would you like tea or coffee? Would you like to take a taxi? Would you mind sitting her
4、e?,.,Shall I.,提供建议协助、征求意见时，可使用Shall I. Shall I draw the curtains? Shall I draw you a map? Shall I make the reservation for you?,.,Good morning. Good afternoon. Good evening. Good morning, sir. Are you checking-out? Good afternoon, sir. Welcome to LI JIA Hotel. Good evening, Ms. May I help you? Good
5、morning, sir. This is the Front Desk. May I help you?,招呼语,中午之前,中午至下午六点以前,下午六点过后,.,回答,一般性的回答,I see, sir. Certainly, sir.,请对方再等一会儿,Just a moment, please. Thank you for waiting. I am very sorry to have kept you waiting. Could you wait a little longer, please?,.,要麻烦客人或是拒绝客人的要求,I am afraid I cant do that
6、. Excuse me, sir. Please let me pass.,道歉,I am very sorry for the delay. I am very sorry for the inconvenience. I would like to apologize for the mistake.,回答,.,客人对自己说“Thank you.”时回答,You are welcome. Thank you very much. Thank you, sir.,交给客人某些东西时，可以说,Here you are. Here is your room key. Here it is.,回答
7、,.,当客人准备离开时,Have a nice day. Please enjoy your stay We hope to see you again soon.,当客人的英语难以理解时,PardonPardon me? I beg your pardon? Could you repeat that, please?,回答,.,B=行李服务员（Bellman） C=服务员 (Clerk) H=客房服务员（Housekeeping） BC=领班（Bell Captain） G=客人（Guest） To the Front Desk. 带客人到柜台,练习一,.,.,Guest: Hello,
8、Id like to check in please. Hotel staff: Certainly. Can I have the name please? Guest: Mr Harold Smith. Harold Smith。Hotel staff: Ok, Are you checking out tomorrow? Guest: Yes, I am. Thats right. Hotel staff: Will you need a wake up call, sir? Guest: Yes please. At 6.30am. Hotel staff: Ok then, your
9、 room is 502 on the fifth floor. Breakfast is served between 6.30am and 9am. Enjoy your stay. Guest: Thank you.,练习二,.,What name is the reservation under, please?Could Ihave your passport and credit card, please?Do you have a reservation？Sorry to keep you waiting, sir.,Ill check if there is a room av
10、ailable. Itll take one minute,sir. Would you like a single room or a double room ? You can also get a safe deposit box at our front desk, sir. You rang for a laundry service? You are welcome. I hope you have a pleasant stay.,.,Would you please fill out this regisration card ?This way, please.After you, sir.Staff 员工Stuff 材料，衣物,.,Regisration card 登记卡Put away 放置，wardrobe w:drub 衣柜In-room safe 室内保险箱Safe deposite box 保险箱Valet service 送洗服务Wash and press 洗熨Stain 污点，瑕疵Guarantee 担保，保证Limosine n. 豪华轿车；大型豪华轿车,.,class is over.,Thank you !,
