酒店前臺日常英語口語培訓

酒店前臺日常英語口語培訓時間：2個小時地點：酒店大堂人員：前廳部全體員工目的：全面掌握前臺日常英語口語，提高服務水平，整體提升服務質量。第一章預訂KeySentences例句1.Goodmorning/evening.Reservation.MayIhelpyou?早上好/晚上好，這里是...酒店客房預訂部，請問需要什么幫忙嗎？2.WhatcanIdoforyou?我能為您幫什么忙嗎？3.Holdonline,please.Couldyoupleaseholdon?請稍等（電話中）請稍等，好嗎？4.Couldyouwaitaminute,please?請稍等，好嗎？5.Areyouwithacompany?您是公司預訂嗎？6.MayIknowyoudeparturedate?請問您的離店日期是哪天？7.Howlongwillyoustaywithus?請問您住幾天？8.Howmanypeoplearethereinyourparty?您們一共幾個人？9.Thatwillbefournights.四個晚上。10.MayIknowthearrivaldate,please?請問哪天入住？11.Isitjustfortonight?請問只住今天一晚嗎？12.Whendoyoucheckin?請問您什么時候入住？13.Wouldyoulikeasingleroomoradoubleroom?請問你想訂單人間還是雙人間？14.Whatkindofroomwouldyoulike/prefer?請問您喜歡什么樣的房間？15.Wouldyoupleasetellmeyourfullname,please?請問您的全名是？16.Andyouraddress,please?請問您的地址？17.MayIknowyoutelephonenumber,MrSmith?史密斯先生，請問您的電話號碼是？MayIknowyourcompanynameandhowwouldyouliketosettleyourpayment?請問您的公司全稱及付款方式？Howwouldyouliketoguaranteeyourreservation?請問您的擔保方式是？MayItakeyourcreditcardnumberorGuaranteeletterfortheguarantee?請?zhí)峁┠男庞每ㄌ柎a或擔保信給我做為擔保。18.Wehaveasingleavailableforthosedates.我們還有一些單人間可以接受預訂在那個時間段。19.It?sallrightforthenextweek.下個星期沒有問題。20.Wedohaveavacancyforthosedates.那段時間我們可以接受預訂21.Yes,youcanhavearoomonSaturday.是的，星期六您可以訂到房間。22.I?mafraidwewon?tbeabletoguaranteeyouaroomafterthe16th.Weusuallyhavehighoccupanciesinthepeakseasons.恐怕十六號后我們不能保證有房間提供給您，那段時間是我們的入住高峰期。23.I?msorry,butwe?refullybookedforsinglerooms.Wouldyouliketohaveadoubleone?很抱歉我們的單人間已經(jīng)訂滿了，給您訂雙人間怎么樣？24.I?msorry,butthehotelisfullonthatdate.很抱歉，那天我們酒店的客房已經(jīng)住滿了。25.I?msorry,wedon?thaveanyroomavailableforthatweek.很抱歉，我們那周的預訂已經(jīng)全滿了。26.Serviceisn?tincludedintheroomrate.服務費不包含在房費里27.Aboverateissubject15%serviceexpense.以上報價需另付15%服務費28.Weoffer10%discountforgroupreservation,sir.先生，團隊預訂可以打九折。29.Mr.smith,letmerepeatyourreservationtoensureitiscorrect.youwillarrivebefore……。史密斯先生，我跟你確認一下你的預訂內容：你的抵達日期是。。。。。。第二章前臺接待1.Haveyouareservation？您預定過了嗎？2.Thebellmanwillshowyouthewaytothebanquethall.行李員將領您去宴會廳3.Wouldyoupleasecompletethisregistrationform?請?zhí)顚戇@張登記表4.Couldyousignyourname.please?請簽上您的姓名5.MayIseeyourpassportplease?請出示您的護照6.MayIknowyournameandroommumber？請告訴我您的名字與房間號碼。7.MayIhaveyourpassportorIDCardplease？請出示您的護照或身份證。8.Howwouldyouliketomakepayment,BycreditCardorByCash?請問您想用現(xiàn)金付款還是用信用卡付款？9.CanIhaveyourcreditcardimprint?請出示您的信用卡，我們需要用它來壓卡？10.Wouldyoupleasepay1000asdeposit?Wewillreturnthebalancetoyouwhenyoucheckout.請您付1000元押金，我們將在您退房時將余額退還您11.Hereisyourroomkey。這是您的房間鑰匙12.Yourroomnumberis246onthesecondfloor.您的房間在二樓的246房。13.Hereisyourkeycard這是您的房卡14.I?llgetthebellmantotakeyourluggageup.我會叫行李生幫您把行李送到房間15.Thebellmanherewilltakeyourluggageandshowyoutheway.這里的行李生會為您提行李，并為您帶路16.We?llextendthereservationforyou.我們可以為您延長預訂17.Areyoucheckingouttoday?您今天可以結帳嗎？18.Wouldyouliketocheckoutnow?您今天要退房嗎？19.Pleasepayatthecashier?sdeskoverthere請到那邊帳臺付款20.Ifthere?sanythingyouneed,justringreception.如果您需要什么，就打電話給服務臺。21.Becauseofthebadweather,theswimmingpoolwon?tbeopentoday.因為天氣不好，今天游泳池不開放。22.Thephonenumberofourhotelisxxxxxxx.我們酒店的電話號碼是xxxxxxx.23.Pleasedial9beforeyoudialthenumber.拔號碼前請先拔9.第三章總機1Goodmorning(afternoon,evening),operator,speaking,mayIhelpyou?您好！這里是總機，能幫您忙嗎？FROMOUTSIDE外線打來Goodmorning(afternoon,evening),.MayIhelpyou?您好！有什么可以幫您？2.Holdthelineplease,sir/madam,we?llputyouthroughtoDept./guestname.先生/小姐，請您稍等，我?guī)湍尤ィú块T）/接洽（人名）。3.I?msorry,sir/madam,thelineisbusy,wouldyoumindcallingbacklater?很抱歉，先生/小姐，電話占線，請您稍候再打。4.I?msorrytohearthat,sir/madam,mayIaskhim/hertocallyoubackwhenthelineisfree?很抱歉，先生/小姐，線路暢通后我即刻通知他/她回電給您。I?msorrytohearthat,sir/madam,wouldyoumindhingingup,andwewillcallyoubackwhenwegetthroughto.對不起，先生/小姐，請您先掛下電話，接通之后，我們立即轉給您。5.Wouldyoupleasehangup,sir/madam,we?llcallyoubackshortly.先生/小姐，請您先掛下電話，我們會很快回電給您。6.Couldyouspeakmoreslowly,please?對不起，請您講慢一點兒，好嗎？7.Couldyourepeatthat,please?對不起，請您再說一遍好嗎？8.Couldyouspeakalittlelouder,please?對不起，請您說大聲點兒，好嗎？9.Yournameplease?/Whoisspeaking,please?Theguest?sname,please?您貴姓？請問客人姓名？10.Whatnumberareyoucalling,please?請問，您拔的號碼是什么？11.Whereareyoucallingfrom,please?請問您從哪兒打來？12.Couldyoutryagainforme,please?請您幫我試一次，好嗎？13.Couldyoucheckitforme,please?請您幫我查一下，好嗎？14.Couldyougivemeawakeupplease?能給我一個叫醒服務嗎？Sure,atwhattime,please?好的，請問幾點鐘叫早？15.We?llcallyoutomorrowmorningatAndgoodnight,Mr/Ms我們會在明晨點叫醒您；晚安，先生/小姐16.Goodmorning,Mr/Ms,thisisyourwakeupcall,haveaniceday.早上好！先生/小姐，叫醒服務，祝您一天愉快。17.MayIknowifit?sapaidcalloracollectcall?MayIknowifit?sapersontopersonorastationcall?請問是自付電話還是受付電話？請問是叫人還是叫號？18.I?mafraidthatcollectcallcannotbestationcall,wouldyouliketomakeitapaidcall?很抱歉，叫號電話不能受付，自付好嗎？19.Youmaycalldirectlyfromyourroom,sir/madam.先生/小姐，您可以從房間直接撥電話出去。20.Mr/MsThereisacollectcallfromMr/Msin,willyouacceptthecharges?先生/小姐，這里有先生/小姐從打來的受付電話，請問您接嗎？21.Pleasedial9first,andthendialthecountrycode,areacodeandthenthetelephonenumber.請先撥9，然后是國家代號，地區(qū)代號，最后是電話號碼。22.Goodmorning/afternoon/evening,it?soperatorspeaking,haveyoufinishedthecallto?Itlastedforminutesandcosts,we?lladdittoyourroombill.您好！我是酒店接線員，請問電話打完了嗎？共分鐘，錢，我們將會把它加在您的房間帳單上。23.Thepriceofacalltoisperminute.打去，每分鐘收費錢。24.Couldyoupleaseplacethecallforme?請幫我掛個電話好嗎？Sure,sir/madam,thetelephonenumberplease.當然，先生/小姐，請問號碼是多少？25.I?msorrytokeepyouwaiting,sir/madam.對不起，先生/小姐，讓您久等了。26.Wouldyoupleasepageforme?請幫我傳呼，好嗎？27.I?mafraidshe/hedidn?tansweryet.對不起，他/她還沒回電話。28.We?llpageholdthelineplease.我們馬上傳呼，請別掛線。29.Youwerepagedbysir/madam,nowI?llconnectyouwithhim/her,holdthelineplease.-先生/小姐傳呼您，我馬上幫您接通，請稍等。30.Certainly,yourname(co.name,Telno.)please.Certainly,yourmessageplease.當然，請問貴姓？當然請問留言是……31.We?llmakesurethatthemessagewillbeconveyedtotheguest.我們一定會把留言轉交給客人。32.Mr/Mshereisamessageforyou,andthemessageis先生/小姐，這兒有您的留言。33.MayIknowwhatthematterissothatIcouldinformtheDutyManagertoassistyouimmediately.請問發(fā)生了什么事？我馬上通知大堂經(jīng)理來幫您？34.itisam/pminmorning/afternoon.現(xiàn)在是早上（上午）。35.I?mafraidallcallstoguestroommustgothroughtheoperator.對不起，所有打到客房的電話都要通過我們接線生轉。36.MayIspeakto,please?請問，在嗎？37.Thelinewasbad線路有故障Thelinewasnoisy線路有噪音Thevoicewastoofainttohere聲音太輕，聽不見Iwascutoffinthemiddleofthecall我講了一半電話就斷了Therewasalotofinterferenceontheline.線路干擾很多Ihadacrossedline電話串線了38.I?msorrytohearthat,sir/madam.I?msorryforthat,sir/madam.I?llletthepersoninchargeknow.很抱歉，先生/小姐，我馬上通知有關人員。I?llinformtheDutyManagertoassistyou.我馬上通知大堂經(jīng)理來幫您（來處理）。39.Thankyousir/madam謝謝您，先生/小姐。You?rewelcome,sir/madamIt?smypleasure不客氣，先生/小姐。Yes,we?llbegladtohelpyouNo,I?mafraidthat,sir/madam很抱歉，我們恐怕不能（沒有）。ExcusemePardonme對不起，請再說一遍。第四章行李員1.Aretheseyourbaggage？這些是您的行李嗎？2.MayItakethemforyou？我來幫您拿好嗎？3.Pleaseshowmeyo