酒店礼宾部常用英语(最全版)

酒店礼宾部常用英语汇编重要词汇:
礼宾部 Concierge
行李生 Bell man
门童 Doorman
行李 Luggage
行李架 Luggage rack
行李存放处
Luggage Depository
行李车 Baggage trolley 司机 Driver
电梯 Elevator
洗手间 Toilet 机场 Airport
火车站 Railway station 商场 Shopping center
超市 Super market
小费 Tip
雨伞 Umbrella
接机服务 Pick-up service 行李寄存 Check baggage 叫早服务 Morning call
自助早餐 Buffet breakfast 往前直走 Straight on
常用词汇:
五星级酒店
Five-star hotel
前厅部
Front office department 总台 Front desk
总机 Operator
商务中心 Business center 游泳池 Swimming pool
西餐厅 Western restaurant 中餐厅 Chinese restaurant 大堂吧 Lobby lounge
桑拿 Sauna
会议室 Meeting room
停车场 Parking lot
总经理 General manager
经理 Manager
大堂副理
Assistant manager [AM]
宾客关系主任Guest relation officer [GRO] 主管 Director
领班 Supervisor
楼层服务员Room waiter
总台接待 Receptionist 维修人员 Repairman
货币兑换change money
明信片postcard
洗衣袋Laundry bag
小心轻放Handle with Care 请勿倒立Keep Top Side Up
常用句子
1.Are these your baggage? 这些是您的行李吗?
2.Is this everything, sir? 这是全部东西吗，先生?
3.May I take them for you? 我来帮您拿好吗?
4.Let me help you with your luggage.让我来帮您吧。

5.I hope I'm not disturbing you.我希望没有打扰您。

6.Just a moment, madam. I'll bring them to you right away. 等一会儿，夫人。

我马上送来。

7.The bellboy will show you to your room, sir. 先生，行李生会送您到房间的。

8.Here is your room key. 给您房间钥匙。

9.You may leave your luggage in the Concierge. 您可以把行李放在礼宾部。

10.Would you like to check your luggage here? 您要寄存行李吗?
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。

12.When you check out, please call NO.6849 and we’ll help you with your luggage immediately. 如果您要
退房，请致电6849，我们将马上帮您运送行李。

13.May I know your room number? / What's your room number, please? 您能告诉我您的房间号吗?
14.May I have a look at your room card? 我可以看一下您的房卡吗?
15.Do you mind if I put your luggage at here? 我把您的行李放在这里好吗?
16.Please sign your name here. 请您在这里签名。

17.Would you like me to call a taxi for you? 你需要我为你叫一辆出租车吗?
18.Would you want a taxi? 需要出租车吗?
19.About 20 minutes by texi from here to Airport. 从这里到机场大概需要20分钟。

20.I'm sorry to have kept you waiting ./Sorry to have kept you waiting. 对不起让你久等了。

21.Would you tell me your phone number? 您能告诉我您的电话号码吗?
22.After you, please./ You first, please. 你先请。

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吗?
25.I see what your mean. 我了解你的意思。

26.I’ll send the luggage up by another lift. 我乘另一部电梯把行李送上去。

Here we are, sir, room 1101先生，1101房到了。

一、对客提问方式
自己要做什么事时，就使用 May I ~
May I have your name, please? 请问尊姓大名
May I have your check-out time, please请问您什么时候结帐离开？
May I see your passport, please? 请让我看一下您的护照好吗？
2．麻烦客人时，可使用Could you ~
Could you fill out the form, please? 请您填写这张表格好吗？
Could you write that down, please? 请您写下来好吗？Could you hold the line, please? 请不要挂电话好吗？3．询问客人的喜好或是做什么时，可使用 Would you ~ Would you like tea or coffee? 请问您要喝茶还是咖啡？Would you like to take a taxi? 请问您要搭计程车吗？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？
When would you like to have lunch?请问您想在哪里用餐？What time would you like to eat? 请问您想何时用餐？Who would you like to contact? 请问您想和谁联络？Which kind of room would you prefer? 请问您喜欢哪一种房间？
How long would you like to stay? 请问您要逗留多久？How many tickets would you like to buy? 请问您要买几张票？
4．在提供建议协助、征求意见时，可使用 Shall I ~ 或Would you like me to do ~?
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？Shall I make the reservation for you? 请问要我为您安排预约吗？
二、招呼语
Good morning. (用于中午以前)
Good afternoon. (用于中午至下午六点以前)
Good evening. (用于下午六点过后)
Good morning, sir. Are you checking-out? 早上好，先生，请问您要退房吗？
Good afternoon, sir. Welcome to XXX Hotel. 中午好，先生，欢迎光临XXX酒店
Good evening, sir. May I help you? 晚上好，先生，请问我能为您服务吗？
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.请对方再等一会儿
Just a moment, please. 请稍等。

Thank you for waiting. 您久等了，先生。

I am very sorry to have kept you waiting. 很抱歉让
您久等了。

Could you wait a little longer,please?请您稍候好吗？
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。

I am afraid I can’t do that. 不好意思，我恐怕没办法那样做。

Excuse me, sir. Please let me pass. 不好意思，先生，麻烦让我过一下。

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 are sorry.”。

I am very sorry for the delay. 很抱歉延误了时间
I am very sorry for the inconvenience. 很抱歉造成您的不便。

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
You are welcome. 不客气。

Thank you, sir. 谢谢您，先生。

6.交给客人某些东西时，可以说
Here you are. 您要的东西在这里。

7．当客人准备离开时，可以说：
Have a nice day. 祝您有美好的一天。

Please enjoy your stay 祝您住宿愉快。

We hope to see you again soon.希望不久能再次见到您。

Thank you for staying with us. 谢谢光临。

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, please.”, 然后请求他人协助。

Pardon? 对不起？（你能重复一遍吗？）
Pardon me? 对不起？（你能重复一遍吗？）
Sorry? 对不起？（你能重复一遍吗？）
Could you repeat that, please? 请您重复一遍好吗？
情景对话
一、在门口迎接客人
Doorman[D]: Good evening, sir and madam．Welcome to our hotel．
门童[D]：晚上好。

欢迎光临！
Mr Smith[S]： Good evening．
Smith先生[S]：晚上好。

[D] Excuse me, sir． So you have got altogether four pieces of luggage？
D：对不起先生，您一共带了4件行李是吗？
[S] Yes.
[D] Ok．Leave it to me,sir.I’ll take care of your luggage.
D：好的，让我帮您拿吧，我会照看好行李的。

[S] Thank you．
S：谢谢。

[D] Not at all. The Reception Desk is straight
ahead．This way, please．
D：不客气先生。

总台就在前面，这边请。

二、带领客人到房间
Bellboy[B]： Is this everything, sir？
B：这是全部的行李吗，先生？
Mr Smith[S]：Yes, that's everything．
S：是的。

B：Ok, May I have a look at your room card？
B：能不能让我看下您的房卡？
S：Oh，yes．is 1101．
S：噢，好的。

我住1101房。

B：I see．Now please follow me．I’ll show you to your room.
B：好的。

现在我带您去您的房间。

S：Where is the Western restaurant？
S：西餐厅在哪呢？
B：Oh, it’s on the First floor. Get out the lift and turn right, sir.
B：在一楼，先生。

出电梯右转就到了。

S：When will it open?
S：什么时候开呢？
B：The service time is 6:30am. To 10:00am..
B：营业时间是早上6点半到10点。

S：OK。

B：Here we are, sir. Room 1101.Let me help you to open
the door.
B：我们到了先生，1101房。

让我帮您开门吧。

[门开后]
B：You first, sir. Do you mind if I put your luggage at here?
B：您先请先生，我把您的行李放在这里好吗？
S：It's OK, Thank you many much,
S：好的，非常感谢。

B：That’s my job. How do you like this room?
B：这是我们工作。

房间如何呢先生？
S：It's very cozy．I like it very much.
S：非常舒适，我很喜欢。

B：Right, is there anything else I can do for you? B：还有其他需要吗？
S：No, Thank you.
B：OK, Good night.
三、On the way to the room 展示房间
B : Good evening , sir . I’ll show you to your room .you have two suitcases and one bag . Is that correct ?
晚上好，先生。

我带您去您的房间，您有两个箱子和一个包。

对吗？
G : Yes,that’s right .
是的。

B : Is there anything valuable or breakable in your bag ?
请问您的行李里有贵重和易碎物品吗？
G : Yes , there is a bottle of whiskey .
是的，有一瓶威士忌。

B : Could you carry this bag , sir ? I’m afraid the contents might break .
您能拿这个袋子吗？我怕里面的东西会破。

G : Sure , no problem .
当然，没问题。

B : Thank you , sir . May I have your room key , please ?
谢谢，先生。

能告诉我您的房间钥匙吗？
G : Yes, here you are .
好的，给你。

B : Thank you , sir . Your room is on the 12th floor , please follow me , your elevator is this way .
谢谢，先生。

您的房间在12楼，请跟我来，电梯在这边。

G : I see .
我知道了。

B : Is this your first time to Shanghai?
这是您第一次来上海吗？
G : Yes , it is .
是的。

B : I hope you’ll have time to see Shanghai.There is a lot to see .
我希望您有时间多逛逛上海。

这里有许多可逛的地方。

G : I’m 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 .
这是12层。

您的房间在右手边（左手边）。

您先请，先生。

这边请。

三、客人寄存行李
Mr Smith[S]：I want to check my luggage.
S：我想要寄存我的行李。

Bellman[B]：Certainly, sir. You can check luggage here. Please go through the formalities.
B：当然可以，先生。

你可以把行李寄存在这里。

请您办一下寄存手续。

S：No problem.
S：没问题。

B：May I know your room number?
B：您是几号房的？
S：My room number is 1101.
S：1101。

B：When will you take them back? Sir.
B：您什么时候来取呢？
S：About 30 minutes later.
S：大约半小时以后。

B：OK, Keep the luggage check card, and for drawing, please show the second half of this card.
.
B：好的，请保存好行李寄存卡，当您来取回行李时，请出示这张卡的下半联。

S：OK, thank you very much. Bye bye.
B：See you. Sir.
四、客人要出租车
Doorman[D]：Would you like me to call a taxi for you? D：需要一辆的士吗？
Mr Smith[S]：Yes, please.
S：是的。

D：Where are you going？
D：到哪里呢。

S：To the Pudong airport terminal two.
S：到浦东机场2号航站楼。

D：OK, Just moment, please.
D：好的，请稍等。

的士叫来后…
D：Sorry to have kept you waiting, sir. Are there four pieces in all?
D：不好意思让您久等了，先生。

您一共是四件行李对吗？S：Yes.
S：是的。

D：Let me take them to the trunk.
D：让我把他们放到后背箱吧。

S：OK, thank you very much.
S：非常感谢。

D：You are welcome. Sir. Hope to see you again. Wish you good luck.
D：不客气先生，希望能再次见到您。

祝你好运。

五、搭乘电梯
（1）Here we go to the elevator.电梯在这边.
（2）After you, sir. 您先请.
（3）This way, please. 这边请.
（4）Watch your step, sir. 请慢走,先生.
（5）Which floor, sir? 去哪一层,先生?
（6）Just a moment, please. The elevator will be here soon. 请稍等,电梯马上就下来了.
六、接电话领取行李
B : Good mooring，This is the concierge . May I help you ?
早上好，这里是礼宾部。

我能为您效劳吗？
G : I’m going to check out soon . Could you pick up my luggage . Please ?
我马上就要退房了。

请问，你能帮我拿一下行李吗？
B : Certainly,sir.May I have your room number , please ?
可以，先生。

请问您在哪间房？
G : Yes , it’s 1101.
是的，这是1101。

B : Room 1101. Very good , sir we’ll send a bellman immediately . Could you wait in you room , please ? 1101房间。

很好，先生，我们马上派一位行李员。

你可以等在你的房间，好吗？
G : Ok .好的
七、去房间领取行李
B : Good morning ,sir . I’ve come for your bags . 早上好，先生。

我来取您的行李。

G : Thank you . Could you take these two suitcases , please ? I’ll bring the bag with me .
谢谢你.你帮把我这两个箱子搬走，好吗？我会把我的袋子拎走。

B : Certainly , sir . Two suitcases ?
可以，先生。

两个行李箱吗？
G : Yes . 是的。

B : Is there anything valuable or breakable in them ?
有什么贵重或易碎物品吗？
G : No .没有
B : This is your claim tag , sir . We’ll keep your luggage at the bell captain’s desk . Coould you 这是你的行李标签，先生。

我们会把你们的行李在行李台。

pick it up there . Please ?
请您把它捡起来。

好吗？
G : Certainly . 可以
B : Thank you , sir .谢谢你，先生。

G : You are welcome . See you later .
不客气。

再见。

八、客人询问餐厅
S：Excuse me，where is the restaurant？
S：对不起，请问餐厅在哪里？
D：We have Chinese restaurant and a western-style restaurant．Which one do you prefer？
D：我们这里有中餐厅和西餐厅，您更喜欢哪个呢？
S：I'd like to try some Chinese food today．
S：今天我想来点中国菜。

D：The buffet?
D：要自助的吗？
S：Yes.
S：是的。

D：Is on the second floor．This way, please.
D：那在二楼，这边请。

S： What are the hours at the restaurant？
S：几点有饭吃呢？
D：Lunch 10∶30 a．m．to2∶00 p．m．；Dinner 5∶30 to 10∶00 p．m．．
D：午餐是上午10点半到下午2点，晚餐是下午5点半到晚上10点。

S：Thank you．
D：You're welcome．。