当前位置:文档之家› 学酒店管理的常用英语

学酒店管理的常用英语

Enjoy your stay with us.希望您在我们这里住的愉快。
酒店基础礼貌服务用语
1礼貌地与客人打招呼及称呼客人,表示你对他们的热情欢迎:
—“早上好,小姐/先生。”“Good morning, madam/sir.”
—“下午好,小姐/先生。”“Good afternoon, madam/sir.”
2) That’s all right.
4打扰客人之前,要提示客人:
—“打扰了……”“Excuse me…”
这个情形可能包括诸如:打断客人谈话,为客人上菜时,进客房之前,请客人让路,你在服务时中途退场等。
5向客人呈递某物时:
—“这是您的……”“Here is / are your
(key, newspaper, boiled water, breakfast, lunch ,supper…”) / “Here you are.”
—“您今天好吗?”“How are you ( today)?”
—“我很好,谢谢,你呢?”“I’m fine, thank you, and you?”nbsp;“很好,谢谢您?”“I’m very well, /I’m fine, too. Thank you.”
※Useful Words and Expressions:
◆挂电话前:
—“多谢您的来电。”“Thank you for calling.”(编辑:)
12礼貌地回应客人的请求或询问:
◆当你能满足客人要求时,要马上采取行动:
—“好的,小姐/先生,我马上拿给您。”
“Certainly, madam/sir. I will get it right away.”
—“是的,小姐/先生,我马上帮您处理。”
“Yes, madam/sir. I will take care of it at once.”
◆当你对客人的询问不肯定时:
—“对不起,我不太确定。如果您能等一会,我马上去查找。”
“Sorry, I am not sure. If you wait a minute, I’ll try to find out.”
学酒店管理的常用英语,口语,礼貌用语
Welcome to our hotel.欢迎光临。
Can I help you?我能帮你忙吗?
What kind of room would you like, sir?先生,您要什么样的房间?
Please wait a moment. I have to check if there is a room available.请稍等,我查一下有没有空房。
—“晚上好,小姐/先生。”“Good evening, madam/sir.”
*客人喜欢听你称呼他的姓氏,因此尽可能常用,如:“王先生,陈小姐,李太太”等。
—“很高兴再次见到您(欢迎再次光临),王先生。”“Nice to see/ meet you again, Mr. Wang.”
或与客人互相寒暄:
6要客人等待时,要先有交代:
—“请稍等一会儿。”“Just a moment, please./Wait a minute, please.”
—“我一会儿就来。”“I will be with you in a moment.”
*再返回客人身边时,对久等的客人说抱歉:
—“对不起,让您久等了。”“Sorry to have kept you waiting .”
※Useful Words and Expressions:
1) moment
2) wait
3) I will be…
4) Sorry to…
7听不明白客人说话时,不要臆想,你可以:
—“请再说一遍好吗?”
“I am sorry, I don’t understand. Could you show me?”/“ I beg your pardon.”
8当客人因行动笨拙而显露尴尬时,安慰客人说:
—“请慢慢来,别着急。”“Please take your time, there’s no hurry.”
9向客人作自我介绍:
—“我叫。如果有什么需要我帮忙,请告诉我。”
“My name is nbsp;
10与客人友好地告别,让客人对你和酒店留下深刻印象:
*尽量为客人多做一点:
—“还有什么需要我帮您吗?”“Is there anything else I can do for you?”
※Useful Words and Expressions:
1) May /Can I …?
2) If you need my help, just call me please.
3记住一些能讨人喜欢的言词:
—“谢谢。”“Thank you.”
—“别客气。”“You are welcome.”
—“对不起。”“I’m sorry.”
—“没关系。”“That’s all right.”
—“请。”“Please.”
※Useful Words and Expressions:
1) welcome
11在三响之内迅速接听电话:
◆拿起电话时:
—“早上好/下午好/晚上好,(这是)___________(部门/部份名称)。
我是……,我可以帮您吗?
“Good morning/ Good afternoon/ Good evening, (This is) (Name of your department/ outlet).…speaking. May I help you?”
—“再见。”“Goodbye.”
—“祝您今天过得愉快。”“Have a nice day.”
—“祝您在这居住愉快。”“Wish you happy here.”
*对要离店客人报以祝愿:
—“希望很快又见到您。”“Hope to see you again soon.”
—“祝一路顺风。”“Have a nice trip.”
1) Sir
2) Madam
3) Miss
4) Ms
5) meet
6) Good morning/ afternoon/Fra bibliotekevening!
7) Glad / Nice to …
8) How do you do? /How are you ?
2主动向客人提供帮助:
—“我可以帮您吗?”“May I help you?”/What can I do for you ?
相关主题