酒店英语ppt

Good morning, sir. Are you checking-out? Good afternoon, sir. Welcome to LI JIA Hotel. Good evening, Ms. May I help you? Good morning, sir. This is the Front Desk. May I help you?
回答
• 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?
国籍
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 here?
Shall I...
提供建议协助、征求意见时，可使用Shall I...
您要喝茶吗？ Overቤተ መጻሕፍቲ ባይዱhere, please. 这边请。
请问您想喝茶吗？
Could you come this way please?
请您往这边走好吗？
注意
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 don’t know.”回答“不知道”是非常不礼貌的说法 。 可以说“just a moment, please. I’ll 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; 面对女性客人时尊称为Ms. 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.
Shall I draw the curtains? Shall I draw you a map? Shall I make the reservation for you?
招呼语
• Good morning. • Good evening.
中午之前
下午六点过后
• Good afternoon. 中午至下午六点以前
酒店英语
English for Hotel Business
概述
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。
非正式英语
What’s your name? 您贵姓？ Do you want some tea?
正式英语
May I have your name? 请问您贵姓大名？ Could you like some tea?
基本待客英语
• 基本句型
May I ...? Could you ...? Would you ... ? Shall I ... ?
• 招呼语 • 回答
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?
练习二
• • • • • • • • Guest: Hello, I’d 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. That’s right. Hotel staff: Will you need a wake up call, sir? Guest: Yes please. At 6.30am. Hotel staff: Ok then, your room is 502 on the fifth floor. Breakfast is served between 6.30am and 9am. Enjoy your stay. • Guest: Thank you.
回答
• 要麻烦客人或是拒绝客人的要求
I am afraid I can’t do that. 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.
练习一
• • • • • 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
B: Good evening, Ms. Welcome to China-trust Hotel. G: Thank you. B: How many pieces of luggage do you have? G: Just this three. B: Two suitcases and one bag. Is that right? G: Yes. That’s all. B: I’ll show you to the Front Desk. This way, please. I’ll put your bags by the post over there. G: I see, thanks. B: A bellman will show you to your room when you have finished checking-in. G: OK. Fine. B: Please enjoy your stay.
I’ll check if there is a room available. It’ll 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.
• 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.
• 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 [ ‘wɔ:drəub ] 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
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.
• Limosine n. 豪华轿车；大型豪华轿车
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?