房务部---总机 （英语）
HOTEL Courtesy English (酒店用语)
1． Greeting (打招呼)
Good morning (00:00—12:00) Sir/ Mr. xxx/ Gentleman (先生，早上好) Good afternoon (12:00—18:00),Madam/Ladies/Gentlemen (小姐、女士、先生) Good evening,(18:00—0:00) Madam/Ladies/Gentlemen (先生，下午好) Welcome to O Hotel (欢迎到乐饭店)
How are you today? Fine, thanks. How about you? （您好！我很好，谢谢，你呢？）
Nice to meet you . Nice to meet you, too(Just so go) （很高兴见到您, 我也是（彼此））
I’m very well. Thank you. （我很好，谢谢！）
2.Courtesy phraseology (礼貌用语) Please （请）
Thank you . / Thank you so much. （谢谢/多谢） Welcome to our hotel again. (欢迎下次光临)
You’re welcome. / Don’t mention it. （不用客气/愿为你效劳） That’s all right. /It doesn’t matter./It’s nothing. (劳驾，不好意思)
3.Make apologize (道歉)
I’m sorry about this. (对此我感到很抱歉)
I’m terribly sorry, Madam/Sir. There could have been some mistakes. I’ll look into the matter at once. (先生/女士，非常抱歉，可能出差错了，我会马上检查一下) I’ll speak to my supervisor/manager. (我会告诉主管/经理) Please accept out apologies. (请接受我们的道歉)
Thank you for your precious/valuable suggestion. (谢谢您的宝贵意见) Thank you for telling us, Sir/Madam. (谢谢你的意见，先生、女士)
4.When you don’t understand or couldn’t handle (当你不懂或不能应付的时候) Beg your pardon, Sir/Madam. (先生、女士，请你再重复一遍) Pardon, Sir/Madam. (先生、女士，请你再重复一遍)
I’m sorry, Madam. Could you please show me? (对不起女士，您能让我看看吗？)
I’m sorry, Sir. I don’t understand or could you say that again, please? （对不起先生，我还不明白，请再说一次好吗？）
I’ll get my supervisor to help you at once. (我马上请主管来帮您)
5.Answering a guest’s call (回答客人) Yes, Sir/Madam. (是有先生、女士)
May/Can I help you? （我能帮忙吗？先生） What can I do for you?
Sorry to have kept you waiting, Sir/Madam. (先生/女士，抱歉让你久等了)
6.When a guest asks for something which you can prove (当客人要求的东西，你能提供时)
Certainly, Sir/ Madam. (当然可以，先生/女士)
I’ll get it right away, Sir/Madam. (我马上拿来，先生/女士) Immediately, Sir/Madam. (马上来，先生/小姐)
7.To say “No”to g guest’s request or enquiry. (婉拒客人要求时)
I’m sorry, Sir, We are not permitted to do this. (抱歉先生，我们不充许这样做) I’m afraid it’s against hotel policy. I’m sorry, Sir. (很抱歉，恐怕这是违反酒店规则的)
Sorry, we’ve run out of/sold out?? (对不起现在??无货)
I’m terribly sorry/I’m so regret we don’t have? (非常抱歉/遗憾。我们没有??)
8.When you are not sure you can satisfy a guest’s need (当您不能确定是否可以满足客人时)
One moment, please, Sir/Madam. (请稍等片刻，先生/小姐)
If you wait a minute, I’ll see to it out for you. (请您稍等片刻，先生/小姐) I’ll check for you right away./I’ll see to it at once. (请稍候，我马上替您找) (when you coming back)_______Sorry to have kept you waiting, Sir/Madam. (对不起，让您久等了，先生/小姐) 9.Gving directions (指示方向) Go straight ahead. (直走)
Turn right/left at the first corner. (第一个拐弯向右、向左拐) Go up/down the stairs/escalator. (乘上或下的自动扶梯) Take the lift/elevator to the??floor. (乘电梯至??楼) It’s next to?? (就在??隔壁) It’s opposite to ?? (就在??对面) It’s between?and? (在??和??这间)
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It’s over there. (就在那边) On the??floor. (在??楼) ?right at the corner. (就在拐弯处)
10.Ask guest to do something (请客人做某事) Could/Would you please sign your name. (请客人签名) May I have you name, Please? (请问贵姓) Please come this way. (请走这边)
Would you mind waiting for a while? (您介意稍等一会吗？)
11.Introducing yourself (自我介绍) My name is?? (我叫??) I am?? (我是??)
12.When you want to draw the guest’s attention (当需要引起客人注意的时候) Excuse me for interrupting. (不好意思打断您们)
May I take a few moments of your time, Sir? (先生，我能占用您几分钟吗？) May I speak to you for a moment, Madam? (小姐，我可以跟您谈一谈吗？)
13.Farewall (告别) Goodbye. / Bye-bye. (再见) See you late. (待会见) See you tomorrow. (明儿见) Good night. (晚安) Have a nice trip. (旅途愉快) Have a nice weekend. (周末愉快) Have a nice day. (祝您愉快)
Have a pleasant journey home. (旅途愉快) Hope to see you. (欢迎再次光临) Please come again. (希望再见到你)
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Dialogue: (对话)
1. G: What time do you serve Breakfast on the Delight?
早餐的营业时间到几点钟？ A: From 7:00am to 10:00am. 早上七点至十点钟。
2. G: How can I make an outside call in the room?
在房间怎样打外线?
A: Dial “0”first, then the telephone number you want.
先拨“0”，然后再拨您的电话号码 G: Can I make an IDD call in the room?
房间能打国际长途电话吗？
A: Certainly you can. Firstly, dial number “0”,when you hear the tone, Then dial
