前台接待英语

第一篇：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

第二篇：前台接待常用英语

打招呼或者问候：

Good morning/Good afternoon/Good evening, this is Haicheng Agricultural Group, may I help you? 早晨/下午/晚上好，这里是海诚农业集团，请问有什么可以帮到您？ Welcome to Haicheng Agricultural Group.May I help you? 欢迎光临海诚农业集团。

询问访客身份：

May I have your name? 请问您的姓名? How to spell your name? 怎么拼写你的名字?

What company are you from?/ could you tell me what company you are representing? 您来自哪家公司？

Would you give me your businese card? 能赐一张您的名片吗? May I see your ID, please? 你有证件吗? Do you have an appointment? 请问您预约了吗? Did you make an appointment with him/her? 你跟他/她预约了吗? Can I ask what you wish to see him about? 我能问一下您要见他有何事吗？

签字登记：

Please sign your name here.请在这签名.请客人稍等：

Please have a sit and wait a few moment!请您坐下稍等片刻。

Please follow me.Sit down here, please.I'll see if he/she's available now.请跟我来，请坐，我去看一下他/她是否有空。

8、Would you like(drink)tea or coffee? How do you like your coffee? 您想喝点什么？茶还是咖啡?要什么样的咖啡？（是否加奶或加糖）

9、Mr.X/Ms.X is expecting you, I'll tell him you're here.X先生/女士 正在等您，我告诉他/她 您已到。

7、After you.您先请.特殊情况

如果客户说了一遍名字，你却没有听清，怎么办？

与其说“I beg your pardon”，更不如说以下这句来的委婉礼貌： I'm sorry.I didn't catch your name.如果对接人没空/暂无法接待：

I'm sorry.Mr.X/Ms.X has a full schedule this week/today.报歉，X先生/女士 本周/今天 的日程已排满。May I tell him what you wish to see him/her about? 您找 他/她 什么事我能转告吗? Could you please write a note to him on the matter you wish to see him about? 您能否留下便条说明您有什么事要见 他/她 ?

接电话用语：

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/reception Desk.” 您好，这里是前台。

“Information Desk speaking.May I help you?” 这里是前台，请问有什么需要帮助吗?

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。

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。

I'm sorry.He is busy right now.Would you like to call back later? 对不起.他正忙.您过一会再打来好吗? He was here just now.He just stepped out.他刚才还在这.他刚出去.Would you like to leave a message? 您要留言吗? I'm sorry.He is talking on the phone now.Please call back later.对不起,他在打电话.请过会再打来.询问姓名：

May I have your name and phone number, please? 请告诉我您的大名和电话好吗？ May I know who is calling? 请问您是哪位?

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。Have a good day!祝您开心

Have a nice weekend!周末开心

Give me one second please.请稍等

One moment please, let me call him/her first.稍等,我给他/她打个电话.方向指引：

在左边/右边：be on the left/right 在前方：be straight ahead 左/右转：turn left/right 直走：go straight 会议室：meeting room 洽谈室：negotiation room 卫生间：toilet

例句：

The stairs are on the left.楼梯在左边。

there’s a lift at the end of the corridor.走廊尽头有架电梯。

Go straight and through the staff canteen.Men’s room is on the left.直走，穿过员工餐厅。男士洗手间在左边。

walk along this way and find the last room on the right, by the GM dept.A:沿着这条道一直走,右边最后一间就是,就在总经办旁边。对话：

jack：excuse me.where can i wash my hands? 对不起，请问洗手间在哪里？

staff ：take the elevator to the second floor and turn right.坐电梯到二楼然后右转。

jack：to the second floor and turn right? 到二楼然后右转吗？

staff ：right.you shouldn't have any trouble finding them.对，很容易找到的。jack：but where is the elevator? 但电梯在哪儿呢？

staff ：it's right around the corner.就在拐角处。

有人询问方向时，如果不知道怎么表达可以说：I will take you there.然后亲自带她去就可以了。

时间表达：

直接表达法

A.用基数词 + o'clock表示整点，注意o'clock须用单数，可以省略。如：eight o'clock 八点钟 ten(o'clock)十点钟 B.时 + 分，直接写出时间。

如：eleven-o-five 十一点过五分，six forty六点四十 2.间接表达法

A.分 + past + 时：表示“几点几分”，分钟数少于30（包括半小时half），其中past是介词，意思是“过”。

如：twenty past four 四点二十

eight past one 一点八分

B.（60分钟-原分钟数）+ to +（原钟点数+ 1），表示超过半小时的 “几点差几分”，其中to是介词，意思是“差”。

如：8:35 twenty-five to nine 差二十五分钟九点，即八点三十五（其中的分钟数=60分钟-35分钟；钟点数=8+1）

注：A：15分钟，可用名词quarter（一刻钟）表示。如：7:15 a quarter past seven 12:15 a quarter past twelve B：30分钟，可用名词half（一半）表示。如：9:30

half past nine 3:30

half past three C.表示上午，在时间后加上am或a.m.。如：上午六点十三分 thirteen past six a.m.表示下午，在时间后加上pm或p.m.。如：下午四点 four o'clock p.m.D.表示大约，可在时间前加上介词about。如：大约八点

about eight E.时间前面应用介词at，表示在的意思。如：在九点钟 at nine

大约在下午五点三十五分 at about five thirty-five p.m.情景对话：

前台接待访客常用会话（1）

Rose is a receptionist at Modern Office limited.In this part Rose will speak to Mr.罗斯是现代办公有限公司的接待员。在这一部分，罗斯将和侯赛因先生对话，Hussein, who has an appointment with the Sales Manager Mr.Shelli at 11:30.他在11:30与销售经理Shelli先生约好了。

ROSE: Good morning.Can I help you? 罗斯：早上好。我能帮助你吗？

MR HUSSEIN: Good morning.Is this Modern Office Ltd.? 侯赛因先生：早上好。这是现代办公有限公司吗？ ROSE: Yes it is.罗斯：是的。

MR HUSSEIN: I have an appointment with the Sales Manager at 11: 30.侯赛因先生：11:30我和销售经理有个预约。ROSE: May I have your name, please? 罗斯：请告诉我你的名字好吗？

MR HUSSEIN: Hussein.Omar Hussein.I'm from the Gulf Trading Company.侯赛因先生：侯赛因。Omar Hussein。我是海湾贸易公司的。ROSE: Let me see...Ah yes, Mr Hussein.Please take a seat, Mr Hussein.罗斯：让我想想……啊，是的，侯赛因先生。请坐，侯赛因先生。

I'll tell the Manager's Secretary you are here.我会告诉经理秘书你来了。(DIALS)拨电话

MARIA: Mr Shelli's Office.玛丽亚：Shelli先生的办公室。

ROSE: Hello Maria, this is Reception.Mr Omar Hussein is here.He has an appointment with Mr Shelli at 11.30.罗斯：你好，玛丽亚，这是前台。Omar Hussein先生来了。他和Shelli先生约好了11：30。MARIA: Mr Omar Hussein? 玛丽亚：Omar Hussein先生？

ROSE: Yes, he's from the Gulf Trading Company.罗斯：是的，他来自海湾贸易公司。

MARIA: Oh, yes, that's right.I'll come and fetch him now.玛丽亚：哦，是的，没错。我现在就来接他。

ROSE: Thanks.(REPLACES PHONE)Mr Shelli's secretary is coming down now.罗斯：谢谢。（取代电话）Shelli先生的秘书现在正在下楼。MR HUSSEIN: Thank you.侯赛因先生：谢谢。MARIA: Mr Hussein? 玛丽亚：侯赛因先生？

MR HUSSEIN: Yes, that's right.侯赛因先生：是的，没错。

MARIA: I'm the Sales Manager's secretary.Please come this way.I'll take you to his office.玛丽亚：我是销售经理的秘书。请这边走。我带你去他的办公室。

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.第二位来访者是李先生。他没有预约，但他想见Shelli先生。MR LI: Good morning.李先生：早上好。

ROSE: Good morning.Oh, Mr Li.How are you? 罗斯：早上好。哦，李先生。你好吗？” MR LI: I'm fine, thanks, and you? 李先生：我很好，谢谢，你呢？

ROSE: Oh, busy as usual.Do you want to see Mr Shelli? 罗斯：哦，像往常一样忙。你想见Shelli先生吗？ MR LI: Yes, please.李先生：是的，请。

ROSE: Have you an appointment? 罗丝：你约好了吗？

MR LI: Er...No, I haven't.You see, I only arrived in the country this morning.李先生：呃…不，我没有。你看，我今天早上才回国。

ROSE: Well, I know he's busy at the moment but I'll ask his secretary when he'll be free.Please sit down.罗斯：嗯，我知道他现在很忙，但我会问他的秘书他什么时候有空。请坐。MR LI: Thank you.李先生：谢谢。(DIALS)MARIA: Mr Shelli's office.玛丽亚：Shelli先生的办公室。

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? 罗斯：哦，你好，玛丽亚。又是前台。李先生在这里。他没有预约，但他想见Shelli先生。他什么时候有空？

MARIA: Let me see...Well, Hmmm, he'll be free about 12.30.Can Mr Li wait? 玛丽亚：让我想想……嗯，嗯，他大约12.30点钟有空。李先生能等吗？ ROSE: Mr Shelli will be free about half past twelve.Can you wait? 罗斯：Shelli先生大约十二点半有空。你能等一下吗？ MR LI: What's the time now? 李先生：现在几点了？ ROSE: It's nearly 12: 00.罗斯：快十二点了。

MR LI: Oh that's fine.I'll wait.李先生：哦，很好。我会等的。

ROSE:(TO MARIA)Maria, Mr Li will wait.萝丝：（玛丽亚）玛丽亚，李先生会等的。MARIA: Right.I'll fetch him when Mr Shelli's free.玛丽亚：好的。Shelli先生有空时，我去接他。

ROSE: Thanks.(REPLACES PHONE)(TO MR LI)She'll come and fetch you later.罗斯：谢谢。（代替电话）（对李先生）她稍后会来接你的。MR LI: Thank you.李先生：谢谢。

ROSE: Where are you staying, Mr Li? 罗斯：李先生，你住在哪里？ MR LI: At the Plaza.李先生：在普拉萨。ROSE: The Plaza? 罗斯：普拉萨？

MR LI: Yes, I usually stay there.李先生：是的，我通常呆在那儿。

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.列夫先生：早上好。

ROSE: Good morning.Can I help you? 罗斯：早上好。我能帮助你吗？

MR LEFERE: Er, yes.I have an appointment with Mr Ballito at a quarter past ten.列夫先生：呃，是的。我十点十五分和Ballito先生约好了。ROSE: May I have your name please? 罗斯：请告诉我你的名字好吗？

MR LEFERE: Paul Lefere… from the International Hotel Group.列夫先生：Paul Lefere，来自国际酒店集团。

ROSE: Thank you.Please take a seat, Mr Lefere, and I'll phone Mr Ballito's office.罗斯：谢谢。请坐，Lefere先生，我给Ballito先生的办公室打电话。(DIALS)（拨号盘）

OPAL: Mr Ballito's office.欧泊：Ballito先生的办公室。

ROSE: Hello, Opal.This is Reception.Mr Lefere is here for his 10:15 appointment.罗斯：你好，Opal。这是前台。Lefere先生来了，预约的10点15分。OPAL: Oh yes Rose.Mr Ballito's expecting him.He is in Room 9 on the first floor.蛋白石：哦，是的，罗斯。Ballito先生在等他。他在一楼的9房间。

ROSE: Thanks.(REPLACES PHONE)MR Lefere, would you please go up to Room 9 on the first floor.Mr Ballito's expecting you.罗斯：谢谢。（替换电话）列夫先生，请您到一楼9室去。Ballito先生在等你。MR LEFERE: Room 9 on the first floor.列夫先生：一楼9号房。

ROSE: That's right.The stairs are on the left.罗斯：对。楼梯在左边。MR LEFERE: Thank you.左旋先生：谢谢。

前台接待访客常用会话（4）

MR SING: Excuse me.Is this Modern Office Ltd? 辛先生：对不起。这是现代办公室吗？ ROSE: Yes, that's right.Can I help you? 柔丝：是的，没错。我能帮助你吗？

MR SING: Well, I 'd like to see the director about contracts for office furniture, Here's my card.辛先生：嗯，我想去见一下主管谈谈办公器具的合同问题，这是我的名片。ROSE: Thank you.(READING CARD)Mr Sing.Have you an appointment, Mr Sing? 罗斯：谢谢。（读名片）辛先生。Sing先生，您约好了吗？ MR SING: Er...No, I'm afraid I haven't.宋先生：呃…不，恐怕我没有。

ROSE: Well, the Sales Manager usually deals with contracts.That's Mr Shelli.萝丝：嗯，销售经理通常是处理合同的。那是Shelli先生。MR SING: Oh, is it possible to see him now? 宋先生：哦，现在有可能见到他吗？

ROSE: Just a moment please.I’ll phone his secretary to see if he's free.Please take a seat.柔丝：请稍等。我给他的秘书打电话，看看他是否有空。请坐。MR SING: Thank you.宋先生：谢谢。

（DIALS）（拨号盘）

MARIA: Mr Shelli's office.玛丽亚：Shelli先生的办公室。

ROSE: Hello Maria.Rose here, Reception.I have a Mr Sing here.He wants to know about office furniture contracts.Is Mr Shelli free to see him? 罗斯：你好，玛丽亚.我是罗斯，接待员.我这里有一位辛先生。他想了解有关办公家具的合同。Shelli先生有空见他吗？

MARIA: Yes he is.In fact, he's in his office, now.His 10:15 appointment was cancelled.Send Mr Sing up.玛丽亚：是的，他有空。事实上，他现在在办公室里。他10点15分的预约被取消了。请宋先生上来。

ROSE: Right.(REPLACES PHONE)Mr Shelli is free, Mr Sing.Please go up to his office.It's room 3 on the second floor.柔丝：好的。（替换电话）Shelli先生有空，宋先生。请到他的办公室去。在二楼的3房间。MR SING: Room 3 on the second floor.宋先生：二楼3号房。

ROSE: That’s right.The stairs are on the left...or there’s a lift at the end of the corridor.柔丝：对。楼梯在左边…或者走廊尽头有电梯。MR SING: Second floor...I think I’ll take the lift.宋先生：二楼…我想我要搭电梯。

前台接待访客常用会话（5）

sx: Would you please give me your business card? A:可以给我一张您的名片吗? B: Of course.Here you are.B:当然。这是我的名片!A: I’ll go and see if he is available? A:我去代为看下他现在是否有空? B: okey, thank you very much B:好的,谢谢!A: Have a seat please.Would you like tea or coffee? A:请稍坐片刻,喝点茶还是咖啡? B: Coffee, please.B:咖啡,谢谢。......A: He is expecting you.Come this way please.A:他正在等您,这边请.前台接待访客常用会话（6）

A: I'm sorry.She is tied up at the moment.Can you wait in the coversation room for a while? A:不好意思,她正在忙。您方便在洽谈室里等一会儿吗? B: OK.By the way, where is the washroom? B:好的,顺便问一下,洗手间在哪? A:Go straight and through the staff canteen.Men’s room on the left.A:直走，穿过员工餐厅。男士洗手间在左边。B: Thanks a lot.B:多谢.......A: XXX is wating for you in the meeting room.A:XX在会议室等您。B: How can I get here? B:会议室怎么走? A: walk along this way and find the last room on the right, by the GM dept.A:沿着这条道一直走,右边最后一间就是,就在总经办旁边。

第三篇：前台接待岗位英语

前台接待

1、Welcome to our hotel.欢迎光临。

2、Can I help you?

我能帮您忙吗？

3、What kind of room would you like, sir?(May I offer you our Superior Room/Delux Room sir?)

先生，您要什么样的房间？这样问不好, 最好改为: 先生，我可建议我们的高级/豪华客房给您吗?

4、One moment please, let me check if there is a room available.请稍等，我查一下有没有空房。

5、Pease wait for a moment, I’ll be with you sir.先生,请等一会, 我将为您服务.6、I’m sorry sir, we are full house already.All rooms are being occupied.对不起，先生。我们已经客满，没有空房间。

7、How do you spell your last name, please?

请问您的名字如何拼写？

8、Here’s your room key.这是您的房间钥匙。

9、I’m sorry to have kept you waiting, sir.What can I do for you? 先生，对不起，让您久等了。我能为您做点什么吗？

10、Enjoy your stay with us./Hope you’ll have a nice stay here.希望您在我们这里住的愉快。

第四篇：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.

第五篇：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