前厅部英语培训教程.doc
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1、前厅部英语培训教程 welcome to our hotel ,may I help you? (can I help you ?)Mr. Wang (姓氏)Mrs. Li 太太(已婚)Ms. Liu女士 (婚否不明)Miss Guo小姐 (未婚)sir/madam 女士、夫人、小姐ladies and gentlemen: 1. 迎接客人Good morning Good afternoon Good eveningIm glad to meet you. 很高兴见到您2. 提供帮助May I help you?(比较委婉)Can I help you?What can I do for y
2、ou?Is there anything I can do for you?3. 询问姓名、房间号、电话等情况时May I have your name? How to spell?May I have your room number?May I have your telephone number?4. 表示祝愿Have a nice day with us. (祝您在我们酒店居住愉快)Enjoy your stay with us. Have a pleasant journey. /Have a good trip.(祝您旅途愉快)5. 客人离店时 Thank you for comi
3、ng. 谢谢您的光临。We hope to see you again. 希望再次见到你。Welcome to our hotel again.We are looking forward to your arrival.(我们期待着您的到来)We look forward to seeing you soon.6. 听不清对方的话时Im sorry, I dont understand. 对不起,我没有听懂。Im sorry, would you speak slowly? 对不起,您可以讲慢一些吗? Im sorry, I didnt hear clearly, would you rep
4、eat it? 对不起,我没有挺清楚你能在重复一遍吗? Im sorry, I beg your pardon? 对不起,请您再说一遍好吗?7. 请稍等时Just a moment/minute , please . 请稍等。Wait a moment /minute ,please .Hold on ,please.(别挂断)Hang on,please.8. 对客人等候表示歉意 Sorry to keep you waiting, Ive got it. 对不起,让您久等了,我找到了 (have you waiting)9. 感谢与回答Thank you. Thanks.Thank you
5、 very much.Thats very nice of you.Youre welcome.Its my pleasure. 不客气。 Not at all . Dont mention it. 10. 电话用语注意:(接电话人自我介绍时不能说“I am 而要用this is .speaking.” 问对方是谁时不能说“who are you?而要说who is this ?”) 如:-Good morning ,this is Tom speaking ,who is speaking?前台英语11. Do you have a reservation? /Have you a rese
6、rvation? 请问您有预订吗?12. May I have your name? 我可以知道您的名字吗?13. Mr. Wang, Just a moment please. Ill check the computer. 王先生请稍等,我查一下电脑。14. Sorry to keep you waiting, Ive got it. 对不起,让您久等了,我找到了。15. May I have your passport, please? 我可以看一下您的护照吗?16. Please fill in the registration form ? Thank you. 请您填写一下登记单好
7、吗?谢谢。17. What method of your payment, by credit card or in cash? 我可以知道您的付款方式吗?是用信用卡还是用现金?18. May I have it for imprint, please? 我可以为您刷卡吗?19. Please sign your name here. 请您在这里签字。20. May I have some deposit? 您可以付一些预付金吗?21. This is your welcome card and key card, your room number is 203 on the 2 floor,
8、 our Bellboy will show you to your room. 这是您的欢迎卡和钥匙卡,您的房号是203,位于2层,我们的行李员将带您进入房间。总机英语22. We have standard room, deluxe room, suite room and so on. Room rate is 528 RMB including fifteen percent service charge, what kind of room do you like?我们酒店有标准间、豪华间、套房等等,标准间房价是528元,包括15%的报务费,请问,您喜欢哪种类型的房间呢?22. Wh
9、at about your arrival and departure dates? 我可以知道您到达及离店的日期吗?23. May I have your name? How to spell? Thank you. 我可以知道您的名字吗,怎样拼写?谢谢。24. Im sorry, sir/madam. The line is busy, would you please call back later or leave a message?对不起先生/小姐。电话占线,您是稍后再拔还是需要留言呢?25. Im sorry, sir/madam. There is no answer. 对不起
10、先生/小姐,电话没有人接。26. May I have your room number and wake-up call time? 我可以知道您的房号和叫醒时间吗?27. Mr. Wang your room number is 203 and your wake-up call is at six oclock. Is that right? Have a good night.王先生,您的房号是203,叫醒时间是早上六点,是这样吗?祝您晚安。28. Good morning, Mr. Wang. This is your wake-up call at six oclock. Have
11、 a nice day. 早上好王先生,这是您的叫醒电话,祝您愉快。29. Im sorry, sir/madam. Im afraid the number is would check it again?对不起先生/小姐,恐怕您这个号码是错误的,您可以再核对一下吗?30. May I transfer your call to Sales Department? 我可以帮您把电话转到销售部吗?31. One moment please, I will transfer your call to the reception to check for you.请稍等,我帮您把电话转到前台查询一
12、下。32. Our hotel telephone number is 4638855.Located in ZhongYang Avenue, Paoli District. Harbin China 150001.我们酒店的电话号码是4638855,位于南岗区中央大街,邮编是150001。33. Excuse me, whom do you want to call? 请问,您打电话找哪一位?34. I tired several times to call, but there is no answer. 我打了几次,但是都没有人接电话。35. xcuse me, where are y
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