第一篇:酒店前台接待服务用语
酒店前台接待服务用语
一. 入住:
1. 先生或小姐,您好,欢迎光临,请问有什么可以帮您的吗?
2. 请问您有预订吗?
3. 请问您打算住多长时间呢?
4. 我们酒店有XXX的房间,您看您喜欢哪种类型的呢?
5. 这样的房间每天每间只需人民币XXX元,您看可以吗?
6. 先生或小姐,麻烦您出示一下您的证件好吗?谢谢
7. XX先生或小姐,请您稍等。
8. XX先生或小姐,请问您采用哪种方式付款呢?
10. XX先生或小姐,请问您还有其他要求吗?
11. XX先生或小姐,如果没有什么异议,请您在这儿签个字好吗?
12. XX先生或小姐,这是您的证件,请收好,谢谢。
13. 麻烦您在收银处办理一下押金手续好吗?
14. XX先生或小姐,这是您的早餐券,每天早晨7:00----8:30您可
以在六楼自助餐厅用早餐。
15. XX先生或小姐,我们酒店实行房务中心制,如果您在房间内
有什么需要可以拨打我们房务中心的电话。9285
16. XX先生或小姐,您的房间在X楼的XXX房间,这是您的欢迎
卡,请这边走乘坐电梯。
17. 祝您居住或住店愉快。
二. 预订:
1. 您好,北都大酒店。
2. 请问有什么可以帮您的吗?
3. 先生或小姐,请问该怎么称呼您呢?或是请问您贵姓?
4. XX先生或小姐,请问您是为自己预订还是为客人预订呢?
5. XX先生或小姐,请问您打算住几天或预订几天呢?
6. 请问您的客人大约什么时间到酒店?
7. XX先生或小姐,请问您一共几位客人?
8. XX先生或小姐,能告诉我您客人的名字吗?
9. XX先生或小姐,您看您喜欢哪种类型的房间呢?
10. 那您采用哪种方式付款呢?
11. XX先生或小姐,您能留一下您的联系方式吗?谢谢
12. XX先生或小姐,您还有就餐或其他方面的要求吗?
13. 我可以再为您复述一下预订内容吗?
14. XX先生或小姐,因为酒店房间比较紧张,如果您的预订有什
么变动的话,请及时通知我们,以便我们更好的为您提供服务,谢谢。
15. XX先生或小姐,请问还有其他要求吗?
16. 谢谢您选择我们酒店,我们将届时欢迎您的光临,再见。
第二篇:酒店前台接待用语中英文
酒店前台接待日常用语
第一部分 问候
1.Welcome to haiyatt garden Hotel.I’m ***, what should I call you, please?
欢迎光临海悦酒店。我是***,请问我该怎么称呼你呢?
2.Good morning/afternoon/evening, Sir/Madame.What can I do for you? 先生/女士,你好!请问我能为您做点什么?
3.My name is ***, is there anything else I can do for you, just let me know.我叫***,如果需要我为您做些什么,请告诉我。
4.If you have any problems, please feel free to contact us.如果你有任何需要,请随时联系我们。
Part 2 Helping to Check-in
第二部分 帮助入住
1.Please have a seat for a while I’ll help you with the check-in procedure.请在那边稍坐一会儿,我将会为您办理入住手续。
2.Would you please give me your passport and credit card ?, I’ll return them to you right away after the check-in procedure.请把您的护照和信用卡交给我。办完入住手续后,我会马上归还给您。
3.How many nights will you stay this time?
这次入住您会住多少天?
4.Which room would you like, smoking room or non-smoking room? 您是要吸烟房间还是不吸烟房间?
5.Excuse me, Sir/Madame.How would you like to pay the deposit, together or separately?
先生/女士,不好意思,打搅一下。请问您是要分开付押金还是一起付呢?
Here is your room key and the breakfast coupon.Would you please sign here? 这是您的房卡和早餐券。请您在这里签个名好吗?
7.Here are your passport and the credit card.You can go up to the room now I hope you enjoy your stay with us..这是给回您的护照和信用卡。现在您可以上房间了。希望您在这里居住愉快。Part 3 Providing Service During Staying
第三部分 居停期间提供服务
Regular Service常规服务
(1)Please wait a second.I’ll transfer it for you..请稍等一下。马上为你转接过去。
(2)Becauseso please be careful.今天外面在下雨,地面很滑走路时请多加小心。
Internet Service网络服务
There is free broadband Internet access in every room , connector plug is on the desk.写字台上有宽带插头,您可以随便使用。
(2)There is a little trouble in the computer service center, so the Internet is disconnected temporarily.Please wait a while, It’ll be recovered soon.对不起,酒店的电脑服务中心出现了一点小故障,房间暂时不上了网,请稍候一下就会恢复正常。
(3)Ok, I’ll arrange a computer engineer to help you.好的,我马上安排电脑员上去帮您。
About the Laundry关于洗衣
The laundry collected between 8am to 6pm will be returned at midnight on the same day;while the one collected between 6pm to 8 am will be returned at 2pm on the next day.上午八点到下午两点接洗衣将会在当天午夜前送回;而下午两点到次日八点的洗衣将会在第二日下午两点之前送回。
For the laundry, the regular service is within 8 hours and the express service is within 5hours.普洗服务是八小时内送回,而快洗是5小时。
(3)There is a stain on your clothes, and we’ll try our best to get rid of it.However, I can’t guarantee that we can remove it totally.您的衣服上有很难洗掉的污迹,我们会尽最大的努力去处理,但不能保证一定可以处理掉。
(4)---Could you send someone up for my laundry, please?
请派人到我房间取要洗的衣服,好吗?
===Certainly, sir.Our room attendant will be up in a minute.好的,我们的服务员马上到。
Medical Service医疗服务
(1)You don’t look very well today.What seems to be wrong ?
你看上去有些不舒服, 还好吧 ?
(2)I feel dizzy and have a sore throat besides , I can not sleep well recently?
我感到头晕,喉咙痛。还有,最近都睡不好。
(3)Don’t worry , I will arrange a doctor to look after you.不要担心,我将立即安排医生照顾你。
(4)Any other symptoms? Like stomach ache, coughing, or nausea? 还有其他症状吗?比如胃痛、咳嗽或者恶心?
(5)The doctor said you have got the flu.She’ll prescribe some medicine for you.take two tablets at a time, three times a day.You’d better stay in bed for one or two days.医生说你感冒了。她会给你开药。这药每次吃两片,每天三次,并建议你最好在床上休息一两天。
(6)---Are they strong?
==Yes.They may make you a little drowsy.By the way, you should be sure to take them after you eat.---药性强吗?
==是的,会让你犯困。还有,你得在用餐完毕后才能吃药。
(7)Can you give me some medicine for heartburn?
你可以给点胃药给我吗?
(8)I’m afraid the doctor can’t give you medicine for that unless you tell her about your history of stomach ache?
如果你不告诉医生你是否有胃病史,恐怕他不能随便给你胃药。
(9)Well, I do have gastritis for two years.恩,我确实有两年的胃病。
(10)Since your blood pressure is higher than normal, could you tell the doctor whether you have diabetes?
你的血压偏高,请问你是否有糖尿病?
(11)How is the acid in your stomach? Is the acid feeling very strong? 胃酸的强度怎么样?你是否感觉十分强烈?
(12)Are you taking other medicine at present? Please let us know just in case of chemical reaction..你最近有没有服用其它药物?为了防止药品之间产生不好的化学反应请告诉我们。
(13)Are you feeling better now, Sir?
先生,你好些了吗?
(14)---What happened to your leg, Sir?
先生,你的腿怎么呢 ?
==I tripped and fell in the bathroom.我不小心在浴室摔倒了。
---Please don’t worry, I’ll ask the doctor to go to see you right away.请不要担心,我马上叫医生过去。
Part 4 Apologize
第四部分 道歉
1.I’m very sorry.There could have been a mistake, and I do apologize for that.很抱歉。出了错误,我应当道歉。
2.I assure you it won’t happen again.我保证此类事情不会在发生。
3.I do apologize for inconvenience on behalf of our hotel.对您造成的不便,我谨代表酒店向您道歉。
4.I’m sorry to tell you that your medicine bottle(cosmetic bottle)was broken by accident.I sincerely apologize for that.非常抱歉,服务员在为您清理房间时,不小心打碎了你的药瓶(化妆品瓶子)。
5.I’m sorry to hear that.That’s unusual.I’ll look into the matter at once.很抱歉,这很不寻常,我立刻去调查一下。
6.I’m very sorry.I hope you’re not hurt Please forgive me..对不起,你没事吧,请原谅我。
7.I deeply apologize Madam, would you care to send this dress for dry-cleaning? No charge of course.我们深感抱歉,小姐。请你把衣服拿去干洗,一切费用,由酒店负担。
8.I’m terribly sorry Please do accept our apology.We’ll do our best..请接受我们的道歉,我们会尽快想办法。
9.I’m sorry for that.I will ask the repairman to fix it now.真是抱歉,我马上安排人去修理。
Part 5 The Damage
第五部分 赔 偿
1.I’m afraid you’ll have to pay for the damage.恐怕您得赔偿损失。I’m afraid you have to pay for the broken chair according to the hotel policy.根据酒店规定,恐怕你要对弄坏的椅子做出赔偿。
The indemnity for the burned carpet is 100 Yuan.损坏地毯的赔偿是人民币100元。
I’m sorry to inform you that we have to charge you 100 Yuan for the bloodstains
on your bed linen.我很遗憾地告诉你对于床单上的血迹我们要收取100元特别洗涤费。
Part 6 Expressing Appreciation
第六部分 道谢
1.Thank you for your kind understanding.谢谢您的理解。
2.I would like to thank you for your great support for our hotel.非常感谢您对我们酒店的大力支持。
Part 7 Say Goodbye
第七部分 道别
1.Wish you a pleasant journey!祝您旅途愉快!
2.On the house Sir,.I assure you that everything will be right next time you come.这是免费的。我保证你下次光临时,一切都会妥妥当当。
3.I’m looking forward to seeing you again.Good luck!
我期盼再次见到你,祝你好运!
Good Bye, and hope to see you again.再见,希望再见到您
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:酒店前台服务用语
御泉湾时尚酒店总台服务用语
1、您好先生/女士,我能为您做些什么?
2、您好先生/女士,需要我帮忙吗?
3、晚安,**先生/女士。
4、欢迎光临御泉湾时尚酒店。
5、欢迎下榻御泉湾时尚酒店。
6、欢迎您来我们酒店下榻。
7、很高兴见到您。
8、您们一行(团队)有多少人?
9、您一个人吗?
10、您(们)希望临近酒店院内的地方安排一个房间吗?
11、您们喜欢靠近……附近安排一间房间吗?
12、现代时尚的标准间。
13、装修别致、豪华宽敞的单人间。
14、豪华、宽敞的家庭房。
15、宁静、舒适的单人间。
16、尊贵、舒适、装修豪华的总统套房。
17、……此房间非常适合您的需求。
18、……此房间对于您迎接您的小团队是十分方便的,也是极为理想的。
19、……同时,您可很快进入梦乡而不受喧哗的干扰。
20、……为此,您的孩子可以同在一房间,这样您就不用为他们担心。
21、我们这里有一套非常方便的客房,靠近停车场,同时我们也可以协助把您的行李送到房内客房 价格为RMB。
22、我们有一套宁静、装修别致豪华的套间位于酒店后院副楼,价格为RMB。
23、您们喜欢选择哪一种客房下榻?
24、请您先填写登记表好吗?然后是**太太。
25、好的,***先生/女士,请您登记一下好吧?
26、**先生/女士,您是第一次下榻我们酒店吗?
27、**先生/女士,请您在这里签一下名好吗?
28、**先生/女士,您的证件能给我看一下(复印一下)好吗?
29、请您告诉我您的身份证号码好吗?
30、**先生/女士,您是来自**(地方),那是一座非常美丽的城市。
31、您是使用信用卡还是现金?(如果是信用卡)麻烦您出示一下您的信用卡(如果是现金)**先生/女士,请您预付费用RMB元。
32、您在店消费需要签单吗?
33、先生/女士,您有预订吗?
34、先生/女士,您有旅行社(定房中心)预订确认书(单)吗?
35、先生/女士,能告诉我您的全名吗?
36、先生/女士,您是通过哪家旅行社(定房中心)预订的?
37、对不起,先生/女士,您公司没有与我们酒店签署协议。
38、对不起,先生/女士。今天我们酒店客满。我可以帮您在XX酒店预订房间,请问您是否愿意?
39、谢谢您对我们酒店的支持。
40、对不起,先生/女士,今天客房预定已满,非常抱歉。
41、对不起,先生/女士。今天标准间预定已满,我们仅有套间,您需要预定吗?
42、对不起,先生/女士,我们没有查到您的预订。
43、今天晚上8:00四楼酒吧将有化妆舞会,一直次日凌晨2:00,欢迎您交际,去HAPPY。
44、今天晚上xx酒店的西餐厅将提供风味牛排,营业时间一直延长到10:00,这样好的美味佳肴值得去品尝。
45、明天早上7:00—9:30请到一楼早餐厅去享受免费的早餐。
46、这是您免费的早餐券,请收好,时间是早上7:00—9:30。
47、请您带着房卡,早上7:00—9:30到早餐厅可以享受免费早餐。
48、**先生/女士,您的房间号码是308号,这是您的房间房卡。
49、*先生/女士,电梯这边请。
50、**先生/女士,这是行李员小李,他会帮您将行李送到房间。
51、行李员***,请将**先生/女士的行李送到308,请您带客人上房。
52、** 先生/女士的房号是308,请您带客人上房.53、这是您房间的钥匙、房卡、两份免费早餐券,愿您在店过得愉快。
54、愿您在酒店度过一个美好的夜晚。
55、谢谢**先生/女士,我确信您会喜欢这样富有特色的客房。您要有其他事情,请不要客气,我们很乐意为您服务。
56、谢谢**先生,这是您的房间钥匙和房卡。我确信这样一个美好的夜晚是属于您和您的太太的。
57、您好,总台,很高兴为您服务,请讲。/您好,总台,请问有什么可以帮您?
58、您好,**先生/女士,您的房号是***吗?
59、对不起,您要找的**先生/女士,没有登记。
60、对不起,**先生/女士,没有登记。
61、对不起,我们酒店没有**公司用房。
62、对不起,我不能告诉您**先生/女士的房号,请您见谅。
63、对不起,**先生/女士,已经离店了。
64、对不起,我这里很忙,您的电话是多少?我等一会给您回话好吗?
65、对不起,这里是总台。商务中心的电话是***,您需要转吗?
66、您好,**先生/小姐,马上派服务员到您房间好吗?
67、真的抱歉,我马上派行李员到您房间。
68、感谢您,**先生/女士,我会将您的意见尽快反馈给我们经理。
69、您好,是308房内的李先生/女士吗?这里有您一份留言,有时间请您到总台。
第五篇:前台接待服务用语规范
前台接待服务用语规范
1.您好,请问有什么可以帮您?(用于非上客高峰期访客或者其他需要帮助的客人)
2.您好:******,很高兴为您服务!……祝您一切顺利!(电话预定问候语)
3.中午/晚上好,感谢光临,先生请问有预定吗?***厅这边请!
4.您好先生,请喝水!(谢谢!)不客气,应该的!为您服务是我的荣幸!
5.您好,***厅客人还没有到,请您到这边休息一下吧,这边请!
6.您好先生,请您到这边登记一下,请问先生贵姓?**先生什么单位?麻烦您留个联系方式,如有什么遗留物品,方便联系到您!谢谢…
7.中午/晚上好,感谢光临,请问先生几位?有预定吗?您看坐到二楼大厅可以吗?这边请先点菜吧!请问先生有什么忌口吗?……
8.谢谢光临,请慢走!最近天气比较热(或天气不好),请您多注意身体!……