1、酒店禮賓部常用英語匯編重要詞匯 :禮賓部Concierge行李生Bell man門童 Doorman行李 Luggage行李架 Luggage rack行李存放處Luggage Depository行李車Baggage trolley司機 Driver電梯Elevator洗手間Toilet常用詞匯 :五星級酒店Five-star hotel前廳部Front office department總臺 Front desk總機 Operator商務中心 Business center游泳池Swimming pool西餐廳Western restaurant機場 Airport火車站 Railway

2、station商場 Shopping center超市 Super market小費 Tip雨傘 Umbrella接機服務Pick-up service行李寄存Check baggage叫早服務Morning call自助早餐 Buffet breakfast往前直走Straight on中餐廳Chinese restaurant大堂吧Lobby lounge桑拿 Sauna會議室Meeting room停車場Parking lot總經理General manager經理 Manager大堂副理Assistant manager AM賓客關系主任 Guest relationofficer G

3、RO主管 Director領班 Supervisor樓層服務員 Room waiter總臺接待 Receptionist維修人員Repairman貨幣兌換change money明信片postcard洗衣袋Laundry bag小心輕放Handle with Care請勿倒立Keep Top SideUp常用句子these your baggage 這些是您的行李嗎this everything, sir 這是全部東西嗎，先生I take them for you 我來幫您拿好嗎me help you with your luggage. 讓我來幫您吧。hope Im not disturbi

4、ng you. 我希望沒有打擾您。a moment, madam. Ill bring them to you right away. 等 一會兒，夫人。我馬上送來。bellboy will show you to your room, sir. 先生，行李生會送您到房間的。is your room key. 給您房間鑰匙。may leave your luggage in the Concierge. 您可以把行李 放在禮賓部。you like to check your luggage here 您要寄存行李嗎 t worry, your luggage will be sent up a

5、t once. 別擔心， 您的行李很快就會送上去的。you check out, please call and we ll help you with your luggage immediately. 如果您要退房， 請致電 6849 ， 我們將馬 上幫您運送行李。I know your room number / Whats your room number, please 您能告訴我您的房間號嗎I have a look at your room card 我可以看一下您的房卡嗎you mind if I put your luggage at here 我把您的行李放在這里好嗎sig

6、n your name here. 請您在這里簽名。you like me to call a taxi for you 你需要我為你叫一輛出租車嗎you want a taxi 需要出租車嗎20 minutes by texi from here to Airport. 從這里到機場 大概需要 20 分鐘。m sorry to have kept you waiting ./Sorry to have kept you waiting. 對不起讓你久等了。you tell me your phone number 您能告訴我您的電話號碼嗎you, please./ You first, pl

7、ease. 你先請。way, please. 這邊請。there anything else I can do for you 您還有什么事要我做嗎see what your mean. 我了解你的意思。 ll send the luggage up by another lift. 我乘另一部電梯把行李送上去。Here we are, sir, room 1101 先生， 1101 房到了。一、對客提問方式自己要做什么事時，就使用 May I May I have your name, please 請問尊姓大名May I have your check-out time, please 請

8、問您什么時候結帳 離開May I see your passport, please 請讓我看一下您的護照好嗎麻煩客人時，可使用 Could you Could you fill out the form, please 請您填寫這張表格好嗎Could you write that down, please 請您寫下來好嗎Could you hold the line, please 請不要掛電話好嗎詢問客人的喜好或是做什么時，可使用 Would you Would you like tea or coffee 請問您要喝茶還是咖啡Would you like to take a taxi 請

9、問您要搭計程車嗎Would you mind sitting here 請問您介意坐在這里嗎When would you like to visit Da Liang 請問您想要何時參觀大 良When would you like to have lunch 請問您想在哪里用餐What time would you like to eat 請問您想何時用餐Who would you like to contact 請問您想和誰聯絡Which kind of room would you prefer 請問您喜歡哪一種房間How long would you like to stay 請問您要逗

10、留多久How many tickets would you like to buy 請問您要買幾張票在提供建議協助、 征求意見時， 可使用 Shall I 或 Would you like me to do Shall I draw the curtains 請問需要我把窗簾拉上嗎Shall I draw you a map 請問要我為您畫一張地圖嗎Shall I make the reservation for you 請問要我為您安排預約嗎二、招呼語 TOC o 1-5 h z Good morning. （ 用于中午以前）Good afternoon. （ 用于中午至下午六點以前）Goo

11、d evening. （用于下午六點過后）Good morning, sir. Are you checking-out 早上好，先生，請問 您要退房嗎Good afternoon, sir. Welcome to XXX Hotel. 中午好，先生，歡 迎光臨XXX酒店Good evening, sir. May I help you 晚上好，先生，請問我能為您服務嗎三、回答. 一般性的回答I see, sir. 我明白了，先生。Certainly, sir. 好的，先生。.請對方再等一會兒Just a moment, please. 請稍等。Thank you for waiting. 您

12、久等了，先生。I am very sorry to have kept you waiting. 很抱歉讓您久等 了。Could you wait a little longer,please 請您稍候好嗎.要麻煩客人或是拒絕客人的要求時。拒絕客人時，不要一口回絕說“No” ，要委婉一些。I am afraid I can t do that. 不好意思，我恐怕沒辦法那樣 做。Excuse me, sir. Please let me pass. 不好意思， 先生， 麻煩讓 我過一下。.道歉。如果是自己的錯就說“ I am sorry. ” ; 如果是公司的錯，就說：“ We are sorr

13、y. ” 。I am very sorry for the delay. 很抱歉延誤了時間I am very sorry for the inconvenience. 很抱歉造成您的不 便。I would like to apologize for the mistake. 為這個錯誤我深致 歉意。.客人對自己說“ Thank you.”時回答You are welcome. 不客氣。Thank you, sir. 謝謝您，先生。.交給客人某些東西時，可以說Here you are. 您要的東西在這里。7當客人準備離開時，可以說：Have a nice day. 祝您有美好的一天。Please

14、 enjoy your stay 祝您住宿愉快。We hope to see you again soon. 希望不久能再次見到您。Thank you for staying with us. 謝謝光臨。8當客人的英語難以理解時。面對客人的疑問，不要只是一味地傻笑，或是一直說Yes如果聽不懂時，要向客人提出疑問，或是先向對方說“ Just a moment, please.” , 然后請 求他人協助。Pardon 對不起（你能重復一遍嗎）Pardon me 對不起（你能重復一遍嗎）Sorry 對不起（你能重復一遍嗎）Could you repeat that, please 請您重復一遍好嗎情

15、景對話一、在門口迎接客人DoormanD: Good evening, sir and madam Welcome to our hotel 門童 D ：晚上好。歡迎光臨！Mr SmithS ： Good evening Smith先生S:晚上好。D Excuse me, sir So you have got altogether four pieces of luggageD:對不起先生，您一共帶了4件行李是嗎S Yes.D Ok Leave it to me, ll take care of your luggage.D:好的，讓我幫您拿吧，我會照看好行李的。S Thank you S:

16、謝謝。D Not at all. The Reception Desk is straight ahead This way, pleaseD:不客氣先生。總臺就在前面，這邊請。二、帶領客人到房間BellboyB ： Is this everything, sirB:這是全部的行李嗎，先生Mr SmithS ： Yes, thats everything S:是的。B： Ok, May I have a look at your room cardB:能不能讓我看下您的房卡S： Oh， yes is 1101 S:噢，好的。我住 1101房。B： I see Now please follow

17、 me I ll show you to your room.B:好的。現在我帶您去您的房間。S： Where is the Western restaurantS:西餐廳在哪呢B： Oh, it s on the First floor. Get out the lift and turn right, sir.B:在一樓，先生。由電梯右轉就到了。S： When will it openS:什么時候開呢B： The service time is 6:30am. To 10:00am.B:營業時間是早上 6點半到10點。S： OK。B： Here we are, sir. Room me h

18、elp you to open the door.B:我們到了先生，1101房。讓我幫您開門吧。 門開后B： You first, sir. Do you mind if I put your luggage at hereB:您先請先生，我把您的行李放在這里好嗎S： Its OK, Thank you many much,S:好的，非常感謝。B： That s my job. How do you like this roomB:這是我們工作。房間如何呢先生S： Its very cozy I like it very much.S:非常舒適，我很喜歡。B： Right, is there

19、anything else I can do for youB:還有其他需要嗎S： No, Thank you.B： OK, Good night.三、 On the way to the room 展示房間B : Good evening , sir . I ll show you to your room .you have two suitcases and one bag . Is that correct晚上好，先生。我帶您去您的房間，您有兩個箱子和一個包。對嗎G : Yes,that s right .是的。B : Is there anything valuable or bre

20、akable in your bag請問您的行李里有貴重和易碎物品嗎G : Yes , there is a bottle of whiskey .是的，有一瓶威士忌。B : Could you carry this bag , sir I m afraid the contents might break .您能拿這個袋子嗎我怕里面的東西會破。G : Sure , no problem .當然，沒問題。B : Thank you , sir . May I have your room key , please謝謝，先生。能告訴我您的房間鑰匙嗎G : Yes, here you are .好

21、的，給你。B : Thank you , sir . Your room is on the 12th floor , please follow me , your elevator is this way .謝謝， 先生。 您的房間在12 樓， 請跟我來， 電梯在這邊。G : I see .我知道了。B : Is this your first time to Shanghai這是您第一次來上海嗎G : Yes , it is .是的。B : I hope you ll have time to see is a lot to see .我希望您有時間多逛逛上海。這里有許多可逛的地方。G

22、: I m sure there is .我相信是的。B : This is the 12th floor . Your room is to the right （ left） .After you , sir . This way , please .這是 12 層。您的房間在右手邊（左手邊） 。您先請，先生。這邊請。三、客人寄存行李Mr SmithS ： I want to check my luggage.S:我想要寄存我的行李。BellmanB ： Certainly, sir. You can check luggage here. Please go through the fo

23、rmalities.B:當然可以，先生。你可以把行李寄存在這里。請您辦一下寄存手續。S： No problem.S:沒問題。B: May I know your room numberB:您是幾號房的S: My room number is 1101.S: 1101。B: When will you take them back Sir.B:您什么時候來取呢S: About 30 minutes later.S:大約半小時以后。B: OK, Keep the luggage check card, and for drawing, please show the second half of

24、this card. .B:好的，請保存好行李寄存卡，當您來取回行李時，請由 示這張卡的下半聯。S: OK, thank you very much. Bye bye.B: See you. Sir.四、客人要由租車DoormanD : Would you like me to call a taxi for youD:需要一輛的士嗎Mr SmithS : Yes, please.S:是的。D: Where are you goingD:到哪里呢。S: To the Pudong airport terminal two.S:到浦東機場2號航站樓。D： OK, Just moment, ple

25、ase.D:好的，請稍等。的士叫來后,D： Sorry to have kept you waiting, sir. Are there four pieces in allD:不好意思讓您久等了，先生。您一共是四件行李對嗎S： Yes.S:是的。D： Let me take them to the trunk.D:讓我把他們放到后背箱吧。S： OK, thank you very much.S:非常感謝。D： You are welcome. Sir. Hope to see you again. Wish you good luck.D:不客氣先生，希望能再次見到您。祝你好運。五、搭乘電梯

26、( 1 ) Here we go to the elevator. 電梯在這邊.After you, sir.您先請.This way, please這邊請.Watch your step, sir.請慢走，先生.5) Which floor, sir 去哪一層,先生6) Just a moment, please.The elevator will be here soon. 請 稍等 ,電梯馬上就下來了 .六、接電話領取行李B : Good mooring ， This is the concierge . May I help you早上好，這里是禮賓部。我能為您效勞嗎G : I m g

27、oing to check out soon . Could you pick up my luggage . Please我馬上就要退房了。請問，你能幫我拿一下行李嗎B : Certainly, I have your room number , please可以，先生。請問您在哪間房G : Yes , it s 1101.是的，這是1101 。B : Room 1101. Very good , sir we ll send a bellman immediately . Could you wait in you room , please1101 房間。很好，先生，我們馬上派一位行李員。你可以等在你的房間，好嗎G : Ok .好的七、去房間領取行李B : Good morning ,sir . I ve come for your bags . 早上好，先 生。我來取您的行李。G : Thank you . Could you take these two suitcases , please I ll b