第一篇：酒店前台接待常用英语
基本待客英语
（一）在正式的英语表现里，疑问基本句型可分为下列四种：
1.May I ~
2.Could you ~
3.Would you ~ 4.Shall I ~?
只要理解这四种基本的句型，就可以处理大部分业务上的状况。1．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？
May I know your nationality, please? 请问您的国籍是什么？
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 draft the fax, please? 请您写下传真的草稿好吗？
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？
** 只要在疑问词后加“Would you ~”，就可以提出大部分的询问。
When would you like to visit Foshan? 请问您想要何时参观佛山？
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 would you like to settle your bill? 请问您的账单如何处理？
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)
在这些招呼语的后面接句子，例如：
Good morning, sir.Are you checking-out? 早上好，先生，请问您要退房吗？
Good afternoon, sir.Welcome to FOSHAN Electrcical Hotel.中午好，先生，欢迎光临佛山电子宾馆
Good evening, Ms.May I help you? 晚上好，小姐，请问我能为您服务吗？
后面也可以接上自己酒店名称、部门名称，如：
Good morning, sir.This is the Front Desk.May I help you? 早上好，先生。这里是服务台，请问您需要服务吗？
（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：“
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。
We are sorry.”。
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。
Thank you very much.非常感谢您。
6.交给客人某些东西时，可以说
Here you are.您要的东西在这里。Here is your room key.这是您的房间钥匙。
Here it is.这是您的东西。
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, Yes.如果听不懂事，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？
Pardon me? 对不起？
I beg your pardon? 对不起请再说一遍好吗？
Could you repeat that, please?
请您重复一遍好吗？
若是不敢肯定对方所说的部分内容时，可以将不明白的部分重复一遍，如： Excuse me, sir.Do you mean you lost your room key？ 不好意思，先生，您是说您丢了房间的钥匙？
电话英语的应对
1． 接电话时不可以简单地回答“Hello”,而应报上自己的公司或所属单位的名称。例如： “Hello, this is Information Desk.” 您好，这里是问询处。
“Information Desk speaking.May I help you?” 问询处，请问您要服务吗?
2.打错电话时
如果是外线打错时，可以回答：
I am afraid you have the wrong number.不好意思，您打错电话了。
This is the FOSHAN Electrcical Hotel, 这里是佛山电子宾馆.如果是总线转错内线时，可以回答：
This is Room Reservations.I’ll transfer your call to Restaurant Reservations.这里是客房预约处，我帮您转接到餐厅预约柜台。
3.当负责的工作人员不在时
I am afraid Mr.Lin is out at the moment.He should be back around 5 p.m.不好意思，林先生现在外出。他应该会在下午5点左右回来。
I am afraid Mr.Hao is on another line.Could you hold the line, please? 不好意思，郝先生正在讲电话。请您在线上稍侯好吗？
I’ll tell him to call you back when he returns.他回来时，我会请他回电。
May I have your name and phone number, please? 请告诉我您的大名和电话好吗？
4.当会话结束时
结束电话中的对话时，不可以简单说“bye-bye”,最好说：
Thank you for calling.感谢您的来电。
You are welcome, sir.先生，不客气。
We look forward to hearing from you.我们静候您的佳音。
Please contact me if you have any further questions.如果您有任何其他问题，请和我联络。
三．柜台服务
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 FOSHAN Electrcical Hotel.小姐，晚安。欢迎光临佛山电子宾馆。
G: Thank you.谢谢你。
B: How many pieces of luggage do you have? 请问您有多少件行李？
G: Just this three.只有这3件。
B: Two suitcases and one bag.Is that right? 2个旅行箱和1个手提皮包，这样对吗？
G: Yes.That’s all.对，就这些了。
B: I’ll show you to the Front Desk.This way, please.I’ll put your bags by the post over there.我来带您到柜台，这边请。我先将您的行李放在柱子旁边。
G: I see, thanks.我知道了，谢谢。
B: A bellman will show you to your room when you have finished checking-in.当您办好住宿登记时，行李服务员会带您到房间。
G: OK.Fine.好极了。
B: Please enjoy your stay.祝您住宿愉快。
Taking a guest to the room
第二篇：酒店前台接待规范英语
酒店前台接待规范英语
酒店英语：前台接待处规范用语
上午好，欢迎光临/欢迎光临XXX酒店。
Good morning, Welcome to XXX Hotel.下午好，××先生，非常高兴再次见到您。
Good morning, Mr.×.Nice to meet you again!
请问您有预订吗？
Have you make reservation?
请问您订房人的姓名/请问您谁帮您做的预订？
Please tell me who make the reservation for you?
是的，您订了两间豪华房，住两晚。
Yes, you have made a reservation of two deluxe rooms for two nights.请您出示护照
Please give me your passport.您的房价是人民币500元
Your room rate is RMB￥500
请在这这里签名。
Please sign here.请问您怎么样付押金。
How would you like to pay the deposit?
退房时间是中午十二时，如果您想延迟至下午六时前退房，另加半天房费，六时后退房，将
加收一天房费。
Check out time is 12:00 noon.A half day charge of your rate will be added for extended check out
time before 6:00pm, and a full day charge after 6:00pm.祝您在这里过得愉快。
Wish you enjoy your stay with us.××先生，请问您有没有用小酒吧的饮品或小食呢？
Mr.××, did you take drinks or snacks from the mini-bar?
这是帐单，总额是……，请您检查一下。
Here is the bill, the total amount is …….Please check it/have a look at it.欢迎您下次光临，祝您一路平安/旅途愉快！
Hope to see you again soon and wish a nice flight/trip.请把押金收据给我。
Please give the deposit receipt.请问您怎样付款呢？
How would you like to pay the bill?
希望很快可以再见到您。
Wish to see you again soon.
第三篇：酒店前台接待英语用语（模版）
酒店前台接待英语用语
一、预订服务
Good morning.This is Room reservation.May I help you?早上好，客房预订处，我能为您做什么？
What kind of room would you like to reserve ? 您想订哪种类型的房间?
A single room or a double room ?
要单人间还是双人房间？
For which dates do you want to book the rooms ? 您想订哪几天的房间呢？
What time will you be arriving?
您将在何时到达？
May I know your name ?
您能告诉我您的名字吗？
How long will you be staying?
您将要住多久？
I’d like to confirm your reservation.我要确认一下您的预订。
I’ll check the room availability.我查查客房预订情况。
You should pay a deposit of US$1000 beforehand.您应预期付1000美元的定金。
There is a 10 per cent discount.10%的折扣。
二、接待服务
What kind of room would you be prefer? 您要什么样的房间？
Have you got a booking?
您预订了吗？
A single room or a double room?
要单人间还是双人房间？
A double room costs 368 Yuan per night.双人房的房价是每晚368元。
Breakfast is also included.早餐也包括在内。
May I see your passport?
我能看一下您的护照吗？
Could you fill in this form, please?
请您填一下这张登记表好吗？
This is your room card and room key?
这是您的房卡和房间钥匙。
Could you sign your name, please?
请您签一下名，好吗？
If you leave after 6:00 p.m , you’ll have to pay the full account.晚上六点以后退房,按全天收费计算.You’ll have to register individually, please.请你们分开登记。
How would you like to pay , sir , in cash or by credit card ? 先生，请问您是用现金付款还是用信用卡付账？
I feel terribly sorry.this is the busiest season and all kinds of rooms are fully booked.非常抱歉，这个季节人多，各种房间都订满了。
Do you know which unit is responsible for the reception?
您知道您是由哪个单位负责接待的吗？
Could you keep your room key until you check out ?
请您在住宿期间自己保管钥匙，直到结帐离开。
三、收银服务
Here is your bill.It’s 2000 Yuan in all.这是您的账单。总共2000元。
How would you like to pay , sir , in cash or by credit card ? 先生，请问您是用现金付款还是用信用卡付账？
Please check it and sign here.请核对一下，在这里签个字。
I will write out a receipt for you.我给您开一张收据。
May I check the details for you , please?
我能为您核对账单上的详细内容吗？
Do you have any charges for this morning?
您今天是否挂帐用酒店的服务?
We’ll have to charge you $10 extra.我们要向您额外收10美元。
Did you make any phone calls from room, sir?
先生，您从房间打过电话吗？
Excuse me , sir , but I don’t think that will be enough.先生，对不起，我认为钱数不够。
I am sorry ,sir ,there has been an error in your bill.Please wait a minute while I correct it.对不起，先生，您的帐单算错了。请稍候，我马上把它改过来。
Is your baggage down yet, sir ? Could you check out after your baggage have been brought down, please?
先生，您的行李拿下来了吗？能请您在行李拿下来后再结帐吗？
Sorry , your credit card has been stopped paying.According to the regulations of bank, it must be cancelled.对不起,您的信用卡已经止付。根据银行规定要取消。
四、兑换外币
The rates of exchange are on the board there.今天的兑换牌价在那里的牌子上。
How much would you like to change?
您要换多少？
It’s 8.10 Yuan RMB for one US dollar?
1美元兑换8.10元人民币。
情景对话
一、Check in
1.C :Good afternoon , sir.Welcome to our hotel.May I help you ? G:Yes.I booked a room one week ago.C:May I have your name please , sir ?
G:John Smith.C:Just a moment , sir.While I look through out list.Yes , We do have a reservation for you , Mr.Smith.A city view single room with bath.You’ve paid 2000 Yuan RMB as a deposit.Is that correct ?
G:That’s it.C:Would you please fill in this registration card , sir ?
G:Sure.Here you are.I think I’ve filled in everything correctly.C:Let me see …Name , address, nationality, forwarding address , passport number , signature and date of departure.Oh , here , sir.You forget to fill in the date of departure.May I fill it in for you ? You are leaving on…
G:October 24.C:May I see your passport , please ? Thank you ,sir.Now everything is in order.And here is your key.Mr.Smith.Your room number is 1107.It’s on the 11th floor and your room rate is 500 RMB per night.Here is your key card with all the information on your booking, the hotel services and the hotel rules and regulations on it.Please make sure that you have it with you all the time.You need to show it when you sign for your meals and drinks in the restaurants and the bars.G:Yes, I’ll keep it with care , thank you.C:I hope you enjoy yours stay with us.2.C:Good afternoon, madam.Can I help you?
G:Good afternoon, I want a single room, please.C:Have you made a reservation?
G:No, I haven’t.C:How long do you want to stay?
G:Three days.C:I’ll see what we have, madam.Oh, yes.I can offer you a room on the eight floor.G:Fine.C:May I see your passport?
G:Of course.Here you are.C:Thank you.Madam.Could you fill in this form, please?
G:Yes.Here it is.C:Thank you, Here is your key.It’s Room 808 on the eight floor.G:Thank you very much.Good night.二、Check out
1.C:Good morning.Can I help you?
G:Yes.I would like to check out.Could I have my bill.Please?
C:Certainly, sir, May I know your name and your room number, please ? G:Dennis black, Room 1108.C:All right.Here is your bill, Mr.Black.The total is 1800 Yuan.G:The figure seems right.C:How would you like to pay, Mr.Black , in cash or by credit card ? G:In cash.Here is the money.C:Thank you, Mr.Black.Just a moment, please , I’ll write out a receipt for you.2．C:Good morning.Can I help you?
G:Yes, I’d like to check out now.C:Can I have your name and room number, please ?
G:John smith, room 1208.C:May I have your room key, please ?
G:Sure.Here you are.C:Just a moment, please…..Mr.Smith.Here is your bill.Would you like to check it ?
G:I’m sorry.What’s the 20 Yuan for ?
C:That’s for the drinks you ordered from your room.G:I see.C:How would you like to make payment , Mr.Smith ?
G:I’d like to pay in cash.C:That’ll be 2180 Yuan.G:Here you are.C:Here’s your change and receipt ,Mr.Smith , I’ll send a bellman up to get your luggage.G:Thank you.C:You are welcome , Good-bye.三、Reservation
1.C:Good morning.This is room reservation.May I help you ? G:Yes , I’d like to book a room , please.C:Fine , For which date ?
G:For Oct.1st.C:For how many nights ?
G:Two nights.C:A single room or a double room ?
G:A double room.C:Could you give me your name , please ?
G:Mr.John Cook.C:May I have your telephone number , please ?
G:021-81006382
C:What time do you expect to arrive , sir ?
G:At about 6.p.m.C:Fine ,Mr.Jone Cook , a double room for Oct.1st and 2nd.G:That is right.Good-bye.C:Good-bye and we are looking forward to seeing you.2.C:Good morning.Room reservation.Can I help you ?
G:I’d like to make a reservation.C:When for ?
G:For Sept.9th.C:For how long ?
G:About a week.C:Could you hold the line , please ? I’ll check….Thank you for waiting , sir.I’m afraid our hotel is fully booked on those days.G:That’s all right.C:We’re very sorry , sir.We hope you understand
第四篇：前台接待英语
前台接待英语
Can i help you,sir?
What can i do for you?
这都是：我有什么可以帮助您的吗？
I would like to ask you a favor.我可以提出一个要求吗？Would you let me know your fax number?可以告诉我您的传真机号码吗？Would it be too much to ask you to respond to my question by tomorrow?可以请你在明天以前回复吗？Could you consider accepting our counterproposal?你能考虑接受我们的反对案吗？I would really appreciate your persuading your management.如果你能说服经营团队，我会很感激。I would like to suggest that we take a coffee break.我建议我们休息一下喝杯咖啡。Maybe we should hold off until we have covered item B on our agenda.也许我们应该先谈论完B项议题。As a matter of fact, we would like to discuss internally regarding item B.事实上，我们希望可以先内部讨论B项议题。May I propose that we break for coffee now?我可以提议休息一下，喝杯咖啡吗？
我们来看看Rose 这位前台是怎样接待来访客人的吧。Rose is a receptionist at Modern Office limited.In this part Rose will speak to Mr.Hussein, who has an appointment with the Sales Manager Mr.Shelli at 11:30.ROSE: Good morning.Can I help you?
MR HUSSEIN: Good morning.Is this Modern Office Ltd.?
ROSE: Yes it is.MR HUSSEIN: I have an appointment with the Sales Manager at 11: 30.ROSE: May I have your name, please?
MR HUSSEIN: Hussein.Omar Hussein.I'm from the Gulf Trading Company.ROSE: Let me see...Ah yes, Mr Hussein.Please take a seat, Mr Hussein.I'll tell the Manager's Secretary you are here.(DIALS)
MARIA: Mr Shelli's Office.ROSE: Hello Maria, this is Reception.Mr Omar Hussein is here.He has an appointment with Mr Shelli at 11.30.MARIA: Mr Omar Hussein?
ROSE: Yes, he's from the Gulf Trading Company.MARIA: Oh, yes, that's right.I'll come and fetch him now.ROSE: Thanks.(REPLACES PHONE)Mr Shelli's secretary is coming down now.MR HUSSEIN: Thank you.MARIA: Mr Hussein?
MR HUSSEIN: Yes, that's right.MARIA: I'm the Sales Manager's secretary.Please come this way.I'll take you to his office.前台接待访客常用会话（2）
一般的访客都是提前有预约的。但也有些没有预约的“不速之客”。这个时候前台应该怎样接待这些客人呢？我们看看Rose 是怎么做的吧！
The second visitor is Mr Li.He has not an appointment, but he wants to see Mr Shelli.MR LI: Good morning.ROSE: Good morning.Oh, Mr Li.How are you? '
MR LI: I'm fine, thanks, and you?
ROSE: Oh, busy as usual.Do you want to see Mr Shelli?
MR LI: Yes, please.ROSE: Have you an appointment?
MR LI: Er...No, I haven't.You see, I only arrived in the country this morning.ROSE: Well, I know he's busy at the moment but I'll ask his secretary when he'll be free.Please sit down.MR LI: Thank you.(DIALS)
MARIA: Mr Shelli's office.ROSE: Oh, hello Maria.It's reception again.I have Mr Li here.He hasn't an appointment but he'd like to see Mr Shelli.When will he be free?
MARIA: Let me see...Well, Hmmm, he'll be free about 12.30.Can Mr Li wait?
ROSE: Mr Shelli will be free about half past twelve.Can you wait?
MR LI: What's the time now?
ROSE: It's nearly 12: 00.MR LI: Oh that's fine.I'll wait.ROSE:(TO MARIA)Maria, Mr Li will wait.MR LI: Right.I'll fetch him when Mr Shelli's free.ROSE: Thanks.(REPLACES PHONE)(TO MR LI)She'll come and fetch you later.MR LI: Thank you.ROSE: Where are you staying, Mr Li?
MR LI: At the Plaza.ROSE: The Plaza?
MR LI: Yes, I usually stay there.前台接待访客常用会话（3）
公司里常来的客户一般前台都熟悉。当然，也会有陌生人来造访。这不，Mr Lefere 来造访Mr Ballito 了。且看Rose如何处理。
MR LEFERE: Good morning.ROSE: Good morning.Can I help you?
MR LEFERE: Er, yes.I have an appointment with Mr Ballito at a quarter past ten.ROSE: May I have your name please?
MR LEFERE: Paul Lefere… from the International Hotel Group.ROSE: Thank you.Please take a seat, Mr Lefere, and I'll phone Mr Ballito's office.(DIALS)
OPAL: Mr Ballito's office.ROSE: Hello, Opal.This is Reception.Mr Lefere is here for his 10:15 appointment.OPAL: Oh yes Rose.Mr Ballito's expecting him.He is in Room 9 on the first floor.ROSE: Thanks.(REPLACES PHONE)MR Lefere, would you please go up to Room 9 on the first floor.Mr Ballito's expecting you.MR LEFERE: Room 9 on the first floor.ROSE: That's right.The stairs are on the left.MR LEFERE: Thank you
第五篇：酒店前台接待管理制度
酒店管理制度之对酒店前台接待管理规定
星级酒店中为了进一步提高前台接待管理水平，更好地为客人提供服务，改善外部环境，树立企业形象，特在酒店管理制度中指定关于前台接待管理规定。下面就和大家一起来探讨关于这方面的信息。
首先来看看在这一管理制度中关于前台接待主要工作任务方面的介绍：
①受理电话、传真、互联网等不同形式的客房预订，降订房资料录入电脑并传达给相关部门和岗位
②合理有效的安排上级领导的检查与考察调研活动
③协助酒店开展公共关系工作，协调好外部环境
更详细的内容大家可以查看酒店前台接待的岗位职责内容，接下来我们看看在这一管理规定种关于前台接待工作的基本原则：
① 坚持为提高酒店发展和经济效益服务的原则，强化公关意识，宣传酒店形象，广泛获取信息
② 必须要坚持规范化、标准化、制度化的原则，认真遵守这些相关规定。③ 必须要坚持勤俭节约、热情周到的原则，根据来宾的身份和任务执行不同档次的接待标准，反对铺张浪费
前台接待工作种的注意事项：
① 我们在接电话的时候一定要使用文明语言，如您好、请问贵姓、您找哪位、请稍候、谢谢等类似的礼貌用语，做好电话记录
② 当客人来到酒店的时候一定要热情招待客人，合理向客人介绍我们酒店的特色
对于我们酒店来讲前台接待的工作代表着我们酒店整体形象，因此我们在制定这类员工管理制度时候往往对其相应的管理规定更加严格些。以上内容仅供大家参考
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