目录
酒店部门名称Name of Hotel’s Departments 2
英语之交流用语 4
欢迎、问候用语 4
征询和指路用语 5
餐饮服务业英语口语大全 6
餐厅常用语 6
饭店英语交流用语·销售用语 9
宾馆客房服务英语口语对话 12
酒店日常服务英语用语 13
住宿篇 15
生活篇 16
酒店简明英语全集Basic english for hotel service 17
酒店基础口语:得体的回答 25
一些酒店服务中常用的回答用语 25
酒店常用英语口语 27
服务常用英语口语 27
入住酒店常用英语口语 28
酒店英语口语汇总 32
酒店常用英语口语100句 35
酒店总机英语口语 41
总机电讯服务常用英语词汇 42
酒店订房常用英语 44
订房常用英语 44
酒店预订房间英语情景对话 45
客房预订 making a reservation. 46
酒店前台接待处常用英语 50
前台常用英语 50
常用口语(1) 58
常用口语(2) 61
酒店处理投诉常用英语 65
酒店商务中心英语口语 68
酒店部门名称Name of Hotel’s Departments
Accounting Department 财务部
Night Club 夜总会
Lobby bar 大堂吧
Music bar 音乐吧
Beauty salon 美容中心
Business centre 商务中心
Cashier’s 收银处
Chinese restaurant 中餐厅
Coffee shop 咖啡厅
Engineering department
工程
路基工程安全技术交底工程项目施工成本控制工程量增项单年度零星工程技术标正投影法基本原理
部
Food and beverage department 餐饮部
Front office reception 前台办公室
Housekeeping department 客房部
Laundry 洗衣部
Recreation department 娱乐部
Reservation 订房部
Room service 送餐部
Security department 保安部
Human resource department 人力资源部
Training department 培训部
Western restaurant 西餐厅
Executive Office 行政办公室
Public& Sales department 市场推广部
Function room 宴会厅
Conference room 会议室
中心主楼分布：
First floor: reception/front desk 接待处/前台
Business centre 商务中心
F/O cashier 前台收银
The paradise sauna 丽池芬兰浴
Ticket counter 票务处
Mayfair café 美华阁啡厅
Lobby 大堂
Lobby bar 大堂吧
Music bar 音乐吧
Second floor: the celebrity night club 君豪夜总会
F&B Reservation desk 餐饮预定台
Third floor: Chinese restaurant 中餐厅
Ritzy palace 富丽宫
Four floor: fitness centre 健康中心
Indoor swimming pool 室外泳池
Snooker room 桌球室
The stylist/beauty saloon 美容美发中心
Operator 总机
RHKJC-CIT Betting centre Guangzhou
香港赛马会-广州投注宝服务中心
fifth floor Excutive office 行政办公室
Public& Sales department 市场推广部
F&B office 餐饮部办公室
Sixth floor card room 牌艺室
英语之交流用语
欢迎、问候用语
1、 Good morning(afternoon, evening), sir(madam)
早上（下午、晚上）好，先生（夫人）。
2、How do you do?
您好！（初次见面）
Glad to meet you.
很高兴见到您。
3、How are you?
您好吗？
Fine, thanks. And you?
很好，谢谢。您好吗？
4、Welcome to our hotel (restaurant, shop).
欢迎到我们宾馆（餐厅、商店）来。
5、Wish you a most pleasant stay in our hotel.
愿您在我们宾馆过得愉快。
6、I hope you will enjoy your stay with us.
希望您在我们宾馆过得愉快。（客人刚入店时）
I hope you are enjoying your stay with us.
希望您在我们宾馆过得愉快。（客人在饭店逗留期间）
I hope you have enjoyed your stay with us.
希望您在我们宾馆过得愉快。（客人离店时）
7、Have a good time!
祝您过得愉快！
8、***hotel, front desk. Can I help you?
***饭店，前厅。您找谁？
9、Sorry, I've dialed the wrong number.
对不起，我拨错号了。
10、May I speak to your general manager?
能和你们总经理说话吗？
Speaking.
我就是。
11、Sorry, he is not in at the moment.
对不起，他现在不在。
Would you like to leave a message?
您要留口信吗？
12、Pardon.
对不起，请再说一遍，好吗？
I beg your pardon.
对不起，请再说一遍，好吗？
征询和指路用语
36、Can(May)I help you?
我能帮您什么吗？
Yes, please.
好的。
37、What can I do for you.
我能为您干点什么？
38、Is there anything I can do for you?
有什么能为您效劳的穑?/P>
39、Just a moment, please.
请稍等一下。
40、May I use your phone?
我能借用您的电话吗？
Certainly.
当然可以。
Yes, of course.
当然可以。
41、Go upstairs/downstairs.
上楼/下楼。
42、It's on the second (third) floor.
在二（三）楼。
43、Excuse me.
对不起。
Where is the washroom (restroom, elevator)?
请问盥洗室（休息室、电梯）在哪儿？
This way, please.
请这边走
Turn left /right.
往左转/右转。
45、It's in the lobby near the main entrance.
在大厅靠近大门。
46、It's in the basement at the end of the corridor.
在地下室走廊尽头。
餐饮服务业英语口语大全
餐厅常用语
1.What kind of food do you prefer？
你喜欢哪一种菜？
2.Do you like Chinese food？
你喜欢中国菜吗？
3.What kind of food do you like，Chinese or American？
你喜欢吃什么菜，中式的还是美式的？
4.Would you tell me where the Chinese restaurant is ？
请你告诉我中国餐馆在哪里？
5.Do you know where I can get a quick snack？
你知道哪里有快餐可吃？
6.What would you have for dinner？
你要吃什么？
7.What would you like to order？
你要点些什么菜？
8.Have you ordered yet？
你点过菜了吗？
9.No，not yet，I am waiting for a friend.I will order later.
还没有，我在等一位朋友，稍后再点。
10.What would you recommend？
请你推荐一些好菜好吗？
11.What's your today’s special？
今天的特色菜是什么？
12.I would like to have something simple.
我想吃些简单的东西。
13.What will you have for dessert？
你喜欢吃点什么点心？
14.We are in a hurry.
我们要赶时间。
15.Please rush your orders.
我们点的菜请快送来。
16.The beefsteak is very good today.
今天的牛排很不错。
17.I will take the beefsteak.
我就要份牛排。
18.How would you like to have beefsteak，well-done or rare？
你喜欢的牛排是熟一些还是生的？
19.I would like my beefsteak well done.
我要熟一点儿的牛排。
20.How about a drink？
喝一杯怎样？
21.Bottoms up！
干杯！
22.To your health！
祝你健康！
23.I ask you to join me in drinking to the health of Mr.Chen.
请你跟我一起举杯祝陈先生健康。
24.I ask you to join me in drinking to the future success of our cooperation
请你跟我一起举杯预祝我们合作成功。
25.I'm looking for a cheap place to eat.
我要找个便宜的地方吃。
26.Is there a restaurant near here？
这附近有餐馆吗？
27.Can you recommend me a good restaurant？
你能介绍一间好餐馆吗？
28.Is there a Chinese restaurant in this town？
在本镇有中国餐馆吗？29.Can you show me a restaurant where they serve good food at reasonable prices？
请你告诉我哪里有价钱公道而菜又好的餐馆好吗？
30.How is service？
服务怎么样？
31.Could I have the menu，please？
请给我一从菜单好吗？
32.Here is the menu，sir.
先生，菜单就在这儿。
33.Are you ready to order now？
你现在就准备点菜吗？
34.Where did you have dinner last night？
昨晚你在什么地方吃饭的？
35.Do you like Chinese dishes？
你喜欢中国菜吗？
36.It's very delicious.
它的味道很好。
37.The food is too salty.
菜太咸了。
38.I'm thirsty.
我口渴了。
39.Give me a glass of cold water，please.
请给我一杯冷水。
40.I'm on a diet.
我在节食中。
41.I don't feel like eating more.
我不想再多吃了。
42.It was a very enjoyable dinner.
这是个令人愉快的一餐。
43.What would you like to drink？
你要喝点儿什么？
44.Could I have a cup of coffee？
我想要一杯咖啡好吗？
45.Would you like coffee or tea？
你要喝咖啡还是茶？
46.I would like tea with a slice of lemon，please.
我想要柠檬茶。
47.Do you like to have anything else？
你还要吃别的东西吗？
48.No，thanks.I have had enough.
不用，谢谢。我已经吃饱了。
49.I would like to have ice cream and fresh fruit.
我要吃点冰淇淋和新鲜水果。
50.Help yourself to anything you like.
你喜欢什么随便吃。
51.Please pass me the salt and pepper.
请把盐和胡椒递给我。
52.I ordered ten minutes ago.
我10分钟前就点菜了。
53.I have been waiting for half an hour.
我一直等了半个小时。
54.Why is our order so late？
为什么我点的菜那么慢？
55.I can't wait any longer.
我不能再等了。
56.Please serve us as quickly as possible.
请尽快服务。
57.Could I have the bill please？
请把账单给我好吗？
58.Here you are，please pay the bill at the cashier's desk.
这就是，请到柜台付账。
59.Let's me pay my share.=Let’s go Dutch.
我们各付各的。
60.No，It's my treat.
不，这次我请客。
61.May I pay this time？
这次我请客好吗？
饭店英语交流用语·销售用语
1、What kind of rooms(foods) would you like to have?
您需要什么样的房间（吃什么样的菜）？
2、Here is a brochure of our hotel and tariff.
这是介绍我们饭店的小册子和价目表。
3、We'll give you a 10%(ten percent ) discount.
我们给您九折优惠。
4、We'll offer tour guides complimentary breakfasts.
我们给陪同提供免费早餐。
5、We accept your terms.
我们接受您的条件。
6、May I introduce myself?
让我介绍我自己。
7、May I present you a litter souvenir?
请接受我们的一点小纪念品。
8、Let's drink to our friendship!
为我们的友谊干杯！
9、Let me propose a toast to the health of our guests!
建议为在座客人的健康干杯！
10、Cheers!(Bottoms!)
干杯！
11、How do you like Chinese food?
您喜欢中国菜吗？
12、What do you think of our service?
您对我们的服务有什么
意见
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？
13、Thank you for your comments(compliment, suggestions).
谢谢您给我们提的意见（赞扬、建议）。
14、I'm afraid it's against the hotel's regulations.
这是违反饭店规章
制度
关于办公室下班关闭电源制度矿山事故隐患举报和奖励制度制度下载人事管理制度doc盘点制度下载
的。
15、In our hotel we don't accept tips.
我们饭店是不收小费的。
It's our pleasure to serve our guests well.
我们为能为客人服务好而感到高兴。
Thank you all the same.
然而，还是要谢谢您。
16、I'm afraid you'll have to pay for the damage.
您必须赔偿。
17、Thank you for telling us about it.
谢谢您告诉我们
I'll look into the mater right away.
我马上去处理这件事情。
18、I assure you it wont happen again.
我保证此类事情不会再发生。
19、Please don't worry, sir (madam)
先生（夫人），请不必担心。
I will send someone up to your room right away.
我马上派人到你的房间去。
20、I can't guarantee anything, but I'll try my best.
我不能保证，但我会尽力而为。
21、What can I show you.
您要买什么？
22、How do you like this fashion (color, size, design )?
您喜欢这种款式（颜色、尺寸、图案）吗？
23、The extra large size of this color is out of stock.
这种颜色的特大号已经卖完了。
Please try us again tomorrow.
请明天再来看看。
24、They are altogether 175(one hundred and seventy-five) Yuan.
共计175元。
You may pay in cash or with credit card.
您可以付现金也可以用信用卡。
25、You have made a good choice, you have very good taste.
您真会买东西，眼力真好。
宾馆客房服务英语口语对话
1．Housekeeping. May I come in?
我是客房的，可以进来吗？
2．When would you like me to do your room, sir?
您要我什么时间来给你打扫房间呢，先生？
3．You can do it now if you like.
如果您愿意，你去做吧。
4．I would like you to go and get me a flask of hot water.
我想请你给我拿一瓶开水来。
5．I'm sorry that your flask is empty.
很抱歉您的水壶空了。
6．May I do the turn-down service for you now?
现在可以为您收拾房间了吗？
7．Oh, thank you. But you see, we are having some friends over.
噢，谢谢，但你知道我们邀请了一些朋友过来聚聚。
8．Could you come back in three hours?
你能不能过3小时再来整理？
9．Certainly, madam. I'll let the overnight staff know.
当然可以，女士。我会转告夜班服务员。
10．Would you tidy up a bit in the bathroom？
请整理一下浴室好吗？
11．I've just taken a bath and it is quite a mess now.
我刚洗了澡，那儿乱糟糟的。
12．Besides,please bring us a bottle of just boiled water.
此外，请给我们带瓶刚烧开的水来。
13．It's growing dark. Would you like me to draw the curtains for you?
天黑下来了，要不要我拉上窗帘？
14．Is there anything I can do for you?
您还有什么事要我做吗？
15．I'm always at your service.
乐意效劳。
酒店日常服务英语用语
Daily Service 日常服务
-(Knocking at the door.)-(敲门。)
-May I come in?-我可以进来吗?
-Come in,please.-请进。
-Please don't come in.-请不要进来。
-Just a moment(a minute),please.-请稍等一下。
-I'm sorry to disturb you.May I clean the room,sir?-对不起打扰你了，我来打扫一下房间好吗?
-All right.Come in,please.-好的，请进来。
-Please clean it when I am out.-我马上要出去，请等一会儿打扫。
-May I change the water of the thermos now?-我现在可以换水吗?
-Yes,please.-请换吧。
-Some of my friends will come and see me this afternoon.Will you please give me some more hot bottles and tea cups?
-下午我有几位朋友来访，请给加些热水瓶和茶杯。
-Well,we'll send tea into the room when the visitors come.
-好，客人来访我们会端茶进来的。
-By the way,is there any mail for me?-顺便一下，有我的邮件吗?
-No.If there is,I'll give it to you in time.-没有。如果有的话，我会及时给你送来的。
-Why did you come in without my permission?-你为什么没经我允许就进来了?
-It's my negligence.I beg your pardon.-我疏忽了，请你原谅。
-I come and make the bed.Shall I do it now or later?-我来做夜床，你看是现在做还是等会儿做?
-Since you have come,you may do it now?-既然来了，现在就做吧。
-Here's your clean laundry.you'd better check it.-衣服洗好了，请您过目。
-I am collecting the fee of the long distance call.-我来收长途电话费。
-This is the bill for the room rent of half a day.-这是补半天房金的帐单。
-Here is a telegram for you.-这儿有一封你的电报。
-Why is it unsealed?-它怎么被拆开了?
-Because there is no name of the receiver on the envelope,therefore the clerk unsealed it in order to find out the name of the receiver.
-因为电报封面没有收报人姓名，服务台为了查对姓名而拆开的。
-Have you lost anything today,sir?-先生，你今天丢过什么东西吗?
-Yes,a wallet.I'm looking for it now.-丢了一只皮夹子，我正在找呢。
-What is there in the wallet?-皮夹子里有些什么?
-My daughter's photo and some money.-有一张我女儿的照片，还有一些钱。
-Look,is this wallet yours?-看，这只皮夹子是不是你的?
-Yes,it's mine.Thank you ever so much.-是我的，太感谢你了。
-I want to borrow China Daily of these days.-我要看这几天的《中国日报》。
-Please get some copise of China Pictorial for me.-请拿几份《中国日报》给我。
-Please bring some chairs for me.-请拿几把椅子来。
-Please get me some soap.-卫生间的肥皂要添了。
-The slippers are wornout.Change them for me,please.-拖鞋坏了，请给换一双。
-Get a hot-water bottle,please.-请拿一只热水瓶给我。
-I feel a bit cold when I sleep.Please get me a blanket.-我睡得有点冷，请给我加一条毯子。
-I need another pillow.-我需要加一只枕头。
-All right,I'll get it for you right away.-好的，我就去拿。
-Just a moment,I'll do it right now.-请稍等一下，我马上给你办好。
-Excuse me.-对不起。
-I am sorry.-很抱歉。
-I beg your pardon.-请你原谅。
-Pardon me for interrupting.-对不起打扰你们了。
-Please excuse me for coming so late.-请原谅我来迟了。
-I'm sorry I was so careless.-很抱歉我太粗心了。
旅馆英语
住宿篇
1、何时需退房?
When is check-out time?
2、明早你是否能帮我将行李拿到大厅?
Could you bring my baggage down to the lobby tomorrow morning?
3、当然。你何时离开?
Sure. What time are you leaving?
4、8点。
At 8 o'clock.
5、那么，我将在7点50分到你的房间。
Then I'll go to your room at 7:50.
6、我总共有3件行李。
I have three pieces of baggage.
7、明早，请将行李放在你的门口。
Please leave them outside your room tomorrow morning.
8、这是316号房。我想要一件毛毯。
This is room 316. I'd like a blanket, please.
9、请送给我一壶咖啡（热水）。
Please bring me a pot of coffee (boiled water).
10、请送给我一些冰块和水。
Please bring me some ice cubes and water.
11、我想设定早晨的呼叫铃。
I'd like a wake-up call, please.
12、几点?
What time?
13、明早7点。
7 o'clock tomorrow morning.
14、冷气（电视、灯）无法开启。
The air-conditioner (TV set, light) doesn't work.
15、房间内没有热水。
There is no hot water.
16、热水不够热。
The hot water is not hot enough.
17、我要退房。请给我账单。
I'd like to check out. My bill, please.
18、我拿了一瓶小吧台中的可乐。
I had a coke in the mini-bar.
19、是否能以信用卡付账?
Can I pay by credit card?
20、我住的很愉快。
I enjoy my stay.
生活篇
虽然是出外旅行，从衣物清洗到头发整理，日常生活的清洁一样也不会少。若想要好好享受度假时光，不再理会这些琐事，不妨善加利用旅馆的美容与洗衣服务，轻轻松松做个光鲜游客。
1、我有些衣服需要送洗。
I have some laundry.
2、这些衣服需要洗涤（熨平）。
I'd like these clothes cleaned (pressed).
3、请将你需要洗的衣服放在纸袋中，并将衣物内容写下来。
Please put your laundry in the paper bag and write down the contents of the laundry on it.
4、明天（后天）是否可洗好?
Will it be ready by tomorrow (the day after tomorrow)?
5、我今晚（明天）就要。
I need them tonight (tomorrow).
6、我明早9点以前需要这些清洗的衣物。
I'd like to have my laundry by 9 o'clock tomorrow morning.
7、这件不是我的。
This is not mine.
8、有一件遗失了。
There's one piece missing.
9、明早几时开始可以送洗衣物?
From what time do you accept laundry tomorrow morning?
10、从早上9点开始到下午4点为止。
From 9 a.m. to 4 p.m.
11、旅馆中有美容院（理发厅）吗?
Is there a beauty salon (barber shop) in this hotel?
12、我想要预约今天下午5点。
I'd like to make an appointment for 5 p.m. today.
13、你想要如何整理你的头发?
How would you like your hair?
14、请帮我剪头发和洗发（修胡须）。
Haircut and shampoo (shave) , please.
15、请帮我洗头和整理头发。
Shampoo and set, please.
16、请不要剪太短。
Please don't cut it too short.
17、后面（两边、头顶）请再剪一些。
A little more off the back (sides/top).
18、我不需要抹发油。
I don't need hair oil.
酒店简明英语全集Basic english for hotel service
称谓：
1、 直接称谓：Mr.XXX, Mrs.XXX, Ms.XXX, Miss.XXX, Sir,
Madam, Gentlemen, Lady, young gentleman.
2、 间接称谓：the lady with you, the gentleman with you,
that lady, that gentleman.
问好：
1、 Good morning, sir/madam
早上好！先生/夫人。
2、 Good afternoon, sir/madam
下午好！先生/夫人。
3、 Good evening, sir/madam
晚上好！先生/夫人。
4、 How are you today, sir? 回答：Thank you. And you?
先生，今天一切都好吗？ 很好，谢谢。你呢？
欢迎：
1、 Welcome to the Guangdong Foreign Businessmen Club/Hotel.
欢迎光临外商活动中心。
2、 Welcome to our restaurant.
欢迎光临我们酒店。
3、 We’re glad to see you again.
我们很高兴能再见到您。
询问/征询：
1、 May I have your name, please?
请问您叫什么名字？
2、 Your initials, please?
请问您的名字首写字母？
3、 May I have your first name?
请告诉我您的名字。
4、 May I take your order now?
我现在为您下单好吗？
5、 May I have your room number?
请您告诉我您的房间号，好吗？
6、 May I have your signature, sir?……here please.
先生，请您把名字签这儿，好吗？
7、 May I know who I’m talking with?(打电话时用)
请问您是哪位？
8、 May I ask who is next?
请问下一位是哪位？
9、 May I be of service, madam?
请问这位夫人，我能为您做些什么？
10、 May I recommend our……, sir?
先生，我能为您推荐我们……
11、 May I help you with……madam?
夫人，我能帮您做……
12、 Would you like me to book a ……for you?
需要我为您订……
13、 Would you like to sit by the window?
您喜欢坐在靠窗边的位置吗？
14、 Would you like to have a cup of tea?
来杯咖啡如何？
15、 Is there anything else I can do for you, madam?
这儿需要我帮忙吗？
16、 How about a……
您觉得……怎样？
祝愿/祝福：
1、 Have a pleasant stay at our hotel, sir.
愿您在我们中心，一切顺心开心。
2、 Have a pleasant stay with us, madam.
夫人，愿您和我们在一起开开心心。
3、 Have a nice day!
祝您今天一切都好！
4、 Have a pleasant evening.
愿您拥有一个愉快的晚上。
5、 Have a good weekend!
周末愉快！
6、 Have a good day.
祝您今天一切都好！
7、 Enjoy your stay/day.
愿您在这儿玩得开心。
8、 Happy New Year!
新年快乐！
9、 Merry Christmas!
圣诞快乐！
10、 Happy Birthday!
生日快乐！
对一般祝愿的回答：
1、 You too, Mr……
也希望您也一样……
2、 The same to you, sir/madam.
也希望您也一样。
致谢：
1、 Thank you.
谢谢。
2、 Thank you very much.
非常感谢。
3、 Thank you for telling us.
感谢您的慷慨陈词。
4、 Thank you for your compliment.
谢谢您的赞美。
5、 Thank you for coming.
感谢您的到来。
6、 Thank you for calling.
谢谢您打电话给我。
7、 Thank you for waiting.
谢谢您在此等我。
8、 Thank you for being so understanding.
理解万岁。
9、 That’s very kind of you. Thank you very much.
非常感谢。
对致谢的回答
1、 You are welcome.
不用谢。
2、 With pleasure.
这是我的荣幸。
3、 My pleasure.
这是我们荣幸。
4、 Thank you.
谢谢。
5、 Glad to be of service. Please feel free to contact us anytime.
很高兴能为您服务，有需要请随时联系我们。
致歉：
1、 Excuse me.
不好意思，打扰了。
2、 I’m awfully sorry.
我感到十分的抱歉。
3、 I beg your pardon, sir.
先生，您能再说一次吗？
4、 Excuse me for interrupting.(不得不打扰客人时)
不好意思，打扰了。
5、 Sorry to have bothered you.
不好意思，打扰了。
6、 I’m very sorry. There could have been a mistake. I do
apologize.
非常抱歉，这儿肯定是出错了。真的对不起。
7、 I’m sorry. Would you excuse me, please.
对不起。您能原谅我吗？
8、 I’m sorry. I’m being called.
对不起，我得接个电话。
9、 I’m sorry to have kept you waiting, sir.
很抱歉，让您等了我这么久。
10、 I’m sorry. The house/restaurant is fully booked.
很抱歉。中心已经客满了。
11、 I’m sorry. We have run out of .
我感到十分抱歉。我们把……都用完了。
对道歉的回答：
1、 That’s all right.
没关系。
2、 It doesn’t matter.
没关系。
指示：
1、 Let me show you.
让我告诉您。
2、 This way, please.
这边请。
3、 Please dial “0”, sir.
先生，请按“0”
4、 It will be on your right hand side. You won’t miss it.
它在您的右手边，您一定能够找到的。
5、 Go straight ahead.
直走。
6、 Go down to the lobby.
往下走到大堂。
7、 Please take the lift to the 3rd floor.
请您乘电梯到三楼。
8、 Turn left/right at the first corner.
请在第一个转弯角转左/右。
提示：
1、 Here you are(递东西时)
给您。
2、 Here we are.(到目的地)
我们到了。
3、 There comes the taxi.(有的士来时)
有部的士来啦。
4、 There he is.(发现要找的人时)
他在那。
5、 Be aware of the ceiling, sir.
当心天花板，先生。
表示安慰：
1、 Don’t worry, madam. We’ll see to it.
夫人，别担心。我们会照顾它的。
2、 I’ll look into the matter.
我会调查这件事的。
3、 I’ll be with you in a moment.
我会很您在一起的。
4、 There is no hurry, sir. Take your time.
先生，时间充足，请您慢慢……
5、 It won’t be too long, sir.
先生，不会花您太多的时间。
6、 Please take you time, madam.
夫人，不用急，请您……
7、 We’ll let you know as soon as there is any available.
如果真的还有空房，我们会尽快通知您。
8、 I’ll report it to my manager.
我将向我的经理汇报。
表示乐意效劳：
1、 Very good, sir. I’ll be glad to help.
非常好，先生。我很乐意帮您。
2、 Certainly, madam. I’ll be happy to do it.
当然，我很乐意去做这件事。
3、 Yes, I will.
是的。我很乐意去做这件事。
4、 Yes, certainly, just leave it to us, sir.
当然。您就将这件事留给我们去做吧。
5、 Glad to be of service. Please feel free to contact us anytime.
很高兴为您服务。有需要请随时通知我们。
6、 My name is , if there is anything I can do for you, just let
me know.
我的名字是……，如果有事需要我帮忙请告诉我。
表示婉拒：
1、 I’m afraid such information is confidential.
很抱歉。这是保密资料。
2、 That’s very kind of you, but no, thank you.
你真好，但我真的不需要。谢谢。
3、 That won’t be necessary, sir, but thank you all the same.
先生，这完全不需要。但我依然要感谢你。
4、 I’m afraid we cannot do that.
很抱歉。我帮不到你。
肯定答复：
1、 Certainly, sir, I will bring it to you right away.
当然，先生，我立刻把它拿来给您。
2、 We do have available.
我们保证……切实可用。
未肯定时的答复：
1、 I’m sorry I cannot guarantee, but I’ll do my best.
对不起，我不能保证，但我一定会尽我全力去做。
2、 I’m sorry, madam, I’m not sure, but I’ll ask my manager/the
chef about it for you.
对不起，夫人，我不能确定，但我将会问我的经理/厨师。
3、 If you wait a moment, sir, I’ll try to find out.
先生，您稍等片刻。我将调查清楚。
否定的答复：
1、 I’m sorry, there is no discount.
对不起，我们不提供折扣。
2、 I’m sorry, madam, I’m afraid we don’t have any available.
对不起，夫人，恐怕我们没有可用的房间了。
表示高兴：
1、 My pleasure, I’m happy everything was to your satisfaction.
这是我的荣幸，我很高兴一切都能令您满意。
2、 I’m glad to hear that.
我很高兴听您这么说。
表示遗憾：
1、 I’m sorry to hear that.
我感到很遗憾。
2、 It’s a great pity.
太可惜了。
表示关怀：
1、 Did you have a nice trip?
旅途愉快吗？
2、 Are you all right, sir?
先生，一切可好？
3、 I hope you did not hurt yourself.
我希望您不要伤害自己。
4、 Would you like to see the doctor?
去医院看看医生，好吗？
5、 I hope you feel better now.
我希望您现在感到舒服些。
表示谦让：
1、 After you, sir.
先生，您先。
2、 You first, sir.
您先走。
请让路：
1、 Excuse me, please.
不好意思，请让让。
2、 May I come through, please?
请问能让我过吗？
表示同意：
1、 That’s true.
那是真的。
2、 Absolutely, sir.
绝对是的，先生。
3、 Exactly, sir.
千真万确，先生。
表示不同意：
1、 Not really. It’s good value for the price.
并不是这样的。它确实物有所值。
表示明白：
1、 Yes, I see, sir.
先生，我明白。
表示不明白：
1、 Could you speak slowly, please?
您能说慢些吗？
2、 I’m sorry, I don’t quite understand. Should I get the
manager?
很抱歉，我不是很明白。我能让我经理过来吗？
3、 Pardon?
请您再说一遍好吗？
告别语：
1、 Good-bye, and have a nice trip.
再见，祝您一路顺风。
2、 Thank you for coming.
感谢您的光临。
3、 Sorry, I have to go. Nice talking with you.
对不起，我不得不走了。很您谈话很开心。
4、 We all look forward to serving you again.
我们期待能再次服务您。
5、 Hope you enjoyed staying with us.
希望您能和我们一起度过愉快的时光。
酒店基础口语:得体的回答
一些酒店服务中常用的回答用语
1．一般性的回答
I see, sir. 我明白了，先生。
Certainly, sir.好的，先生。
2．请对方再等一会儿
Just a moment, please. 请稍等。
Thank you for waiting. 您久等了，先生。
I am very sorry to have kept you waiting. 很抱歉让您久等了。
Could you wait a little longer, please? 请您稍候好吗？
3．要麻烦客人或是拒绝客人的要求时
拒绝客人时，不要一口回绝说"No."，要委婉一些。
I am afraid I can't do that. 不好意思，我恐怕没办法那样做。
Excuse me, sir. Please let me pass. 不好意思，先生，麻烦让我过一下。
4．道歉
如果是自己的错就说"I am sorry."如果是公司的错，就说："We are sorry.".
I am very sorry for the delay. 很抱歉延误了时间。
I am very sorry for the inconvenience. 很抱歉造成您的不便。
I would like to apologize for the mistake. 为这个错误我深致歉意。
5．客人对自己说"Thank you."时回答
You are welcome. 不客气。
Thank you, sir. 谢谢您，先生。
Thank you very much. 非常感谢您。
6．交给客人某些东西时，可以说
Here you are. 您要的东西在这里。
Here is your room key. 这是您的房间钥匙。
Here it is. 这是您的东西。
7．当客人准备离开时，可以说：
Have a nice day. 祝您有美好的一天。
Please enjoy your stay 祝您住宿愉快。
We hope to see you again soon. 希望不久能再次见到您。
Thank you for staying with us. 谢谢光临。
8．当客人的英语难以理解时
面对客人的疑问，不要只是一味地傻笑，或是一直说Yes, Yes.如果听不懂事，要向客人提出疑问，或是先向对方说"Just a moment, please.", 然后请求他人协助。
Pardon? 对不起？
Pardon me? 对不起？
I beg your pardon? 对不起请再说一遍好吗？
Could you repeat that, please? 请您重复一遍好吗？
若是不敢肯定对方所说的部分内容时，可以将不明白的部分重复一遍，如：
Excuse me, sir. Do you mean you lost your room key？不好意思，先生，您是说您丢了房间的钥匙？
酒店常用英语口语
服务常用英语口语
1. Good morning/evening. Reservation. May I help you?
早上好/晚上好，这里是...酒店客房预订部，请问需要什么帮忙吗？
2. What can I do for you?
我能为您帮什么忙吗？
3. Hold on line, please. Could you please hold on?
请稍等（电话中） 请稍等，好吗？
4. Could you wait a minute, please?
请稍等，好吗？
5. Are you with a company?
您是公司预订吗？
6. May I know you departure date?
请问您的离店日期是哪天？
7. How long will you stay with us?
请问您住几天？
8. How many people are there in your party?
您们一共几个人？
9. That will be four nights.
四个晚上。
10. May I know the arrival date, please?
请问哪天入住？
11. Is it just for tonight?
请问只住今天一晚吗？
12. When do you check in?
请问您什么时候入住？
13. Would you like a single room or a double room?
请问你想订单人间还是双人间？
14. What kind of room would you like/prefer?
请问您喜欢什么样的房间？
15. Would you please tell me your full name, please?
请问您的全名是？
16. And your address, please?
请问您的地址？
17. May I know you telephone number, Mr Smith?
史密斯先生，请问您的电话号码是？
May I know your company name and how would you like to settle your payment?
请问您的公司全称及付款方式？
18. We have a single available for those dates.
我们还有一些单人间可以接受预订在那个时间段。
19. It’s all right for the next week.
下个星期没有问题。
20. We do have a vacancy for those dates.
那段时间我们可以接受预订
21. Yes, you can have a room on Saturday.
是的，星期六您可以订到房间。
22. I’m afraid we won’t be able to guarantee you a room after the 16th. We usually have high occupancies in the peak seasons.
恐怕十六号后我们不能保证有房间提供给您，那段时间是我们的入住高峰期。
23. I’m sorry, but we’re fully booked for single rooms. Would you like to have a double one?
很抱歉我们的单人间已经订满了，给您订双人间怎么样？
24. I’m sorry, but the hotel is full on that date.
很抱歉，那天我们酒店的客房已经住满了。
25. I’m sorry, we don’t have any room available for that week.
很抱歉，我们那周的预订已经全满了。
入住酒店常用英语口语
1．Yes， we do have a reservation for you．
对了，我们这儿是有您预订的房间。
2．Would you please fill out this form while I prepare your key card for you？
请您把这份表填好，我同时就给您开出入证，好吗？
3．What should I fill in under ROOM NUMBER？
“房间号码”这一栏我该怎么填呢？
4．I'll put in the room number for you later on．
过会儿我来给您填上房间号码。
5．You forgot to put in the date of your departure．
您忘了填写离店日期了。
6．And here is your key，Mr．Bradley．Your room number is 1420．
给您房间的钥匙，布拉德利先生。您的房间号码是1420。
7．It is on the 14th floor and the daily rate is＄90．
房间在14层，每天的房费是90美元。
8． Please make sure that you have it with you all the time．
请务必随时带着它。
9． My business negotiation has progressed much more slowly than I had expected．
我的业务谈判进行得比我原先预料的慢了许多。
10． I wonder if it is possible for me to extend my stay at this hotel for two days．
我想知道是否可以让我在这儿多呆两天。
11．I'll take a look at the hotel's booking situation．
我来查看一下本店房间的预订情况。
12．I'm glad that we'll be able to accept your extension re－quest．
很高兴我们有办法接受您延长住宿的要求。
13． But I'm afraid that it will be necessary for us to ask you to change rooms for the last two nights．
不过，恐怕最后两天我们得请您搬到别的房间去。
14． We have already let your room to another gentleman．
我们已经把您住的房间租给了另外一位先生。
15． That's no problem at all．
没问题。
A： Good morning， sir． Can I help you？
B：Good morning！I have a reservation for a single room with a bath here．
A： May I have your name， sir， please？
B：Bradley，John Bradley．
A：Just a moment， sir， while I look through our list．Yes，we do have a reservation for you， Mr． Bradley．Would you please fill out this form while I prepare your key card for you？
B：Yes．Can I borrow your pen for a minute， please？
A：Sure．Here you are．
B：What should I fill in under ROOM NUMBER？
A： You can just skip that． I'll put in the room number for you later on．
B：（After he has completed the form） Here you are．I think I've filled in everything correctly．
A： Let me see…name， address， nationality，for war ding address， passport number， place of issue， signature and date of departure．Oh，here，sir．Your forgot to put in the date of your departure． Here let me fill it in for you．You are leaving on…？
B：Ocrober 24．
A：Now everything's in order．And here is your key，Mr．Bradley．Your room number is 1420． It is on the14th floor and the daily rate is＄90．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．You also need to show it when you collect your key from the Information Desk．
B： OK．I'll take good care of it．
A： And now if you are ready，Mr．Bradley， I'll call the bell-boy and he'll take you to your room．
B： Yes， I'm ready．Thank you．
A：I hope you enjoy your stay with us．
B：I'll try．
Dialogue B
A：Good morning！Can I help you？
B：Good morning！ I'm Mr．Doug lass in room 1208． My business negotiation has progressed much more slowly than I had expected．This makes it necessary for me to stay on here for another day．I wonder if it is possible for me to extend my stay at this hotel for two days．
A： I'll take a look at the hotel's booking situation． Yes， sir，I'm glad that we'll be able to accept your extension re－quest．But I'm afraid that it will be necessary for us to ask you to change rooms for the last two nights．You see，we have already let your room to another gentle-man．Is that acceptable to you？
B： Yes， that's no problem at all．
A： Let me see… room 1111 Will be vacant． How about room1111？
B：That is fine．
A：When would you like to move tomorrow？
B： I don't know．
A：The new occupant will be checking in a little after twelve．
B： That means I have to move out before 12． Let me see． I'll be leaving for the negotiation at 9∶30 tomorrow morning and I will not be returning to the hotel until sometime in the afternoon． So I'm going to have to do it before I go to the negotiation．Well，I think I will move at 9o'clock．
A： Good．I will send a bellboy to your room and help youwith your luggage at 9 o'clock． And please remember to bring your key card to the reception desk when you pass it tomorrow so that I can change the room number on it．
B：I will．Thank you very much．
A：Goodbye．
Words and Expressions
nationality n．国籍
forward v．．发送，寄发
for warding address 转投地址
passport n．护照
place of issue 发照地点
signature n．签名
departure n．离开
regulation n．规章，规定，条例
negotiation n．谈判；磋商
extension n．延长日期
酒店英语口语汇总
欢迎和问候语：
1) Good morning(afternoon, evening),sir(madam).
早上(下午、晚上) 好，先生(夫人) 。
2) How do you do ? 您好！(初次见面)
How do you do ? 您好！
Glad to meet you . 很高兴见到您。
3) How are you ? 您好吗？
Fine ,thanks. And you ? 好的，谢谢。您呢？
4) Welcome to our hotel(restaurant, shop). 欢迎您到我们宾馆(餐厅、商店) 来。
5) Wish you a most pleasant stay in our hotel . 愿您在我们宾馆过得愉快。
6) I hope you will enjoy your stay with us . 希望您在我们宾馆过得愉快。
(客人刚入店时)
I hope you are enjoying your stay with us . 希望您在我们宾馆过得愉快。
(客人在饭店逗留期间)
I hope you have enjoyed your stay with us . 希望您在我们宾馆过得愉快。
(客人离店时)
7) Have a good time ! 祝您过得愉快！
电话用语：
8) Imedp Hotel, Front Desk. . EDP联盟大酒店，前厅。您找谁？
Can I help you ?
9) Sorry , I’ve dialed the wrong number. 对不起，我拨错号了。
10) May I speak to your General Manager? 能和你们总经理说话吗？
Speaking. 我就是。
11) Sorry. He is not in at the moment . 对不起，他现在不在。
Would you like to leave a message ? 您要留口信吗？
12) Pardon ? 对不起，请再说一遍好吗？
I beg your pardon ? 对不起，请再说一遍好吗？
祝贺语：
13) Congratulations! 祝贺您！
14) Happy birthday! 生日快乐！
15) Happy New Year! 新年快乐！
16) Merry Christmas! 圣诞快乐！
17) Have a nice holiday! 节日快乐！
18) Wish you every success! 祝您成功！
答谢和答应语：
19) Thank you (very much). 谢谢您(非常感谢) 。
20) Thank you for your advice(information,子help). 感谢您的忠告(信息、帮助) 。
21) It’s very kind of you . 谢谢，您真客气。
22) You are welcome. 不用谢。
23) Not at all . 不用谢。
Don’t mention it . 不用谢。
24) It’s my pleasure . 很高兴为您服务。
With pleasure .
My pleasure .
25) I am at your service. 乐意为您效劳。
26) Thank you for staying in our hotel. 感谢您在我们饭店下榻。
道歉语：
27) I’m sorry . 很抱歉。
28) Excuse me . 对不起。
29) I’m sorry . It’s my fault . 对不起，那是我的过错。
30) Sorry to have kept you waiting . 对不起，让您久等了。
31) Sorry to interrupt you . 对不起，打扰您了。
32) I’m sorry about this. 对此表示歉意。
33) I apologize for this. 我为此道歉。
34) That’s all right . 没关系。
35) Let’s forget it . 算了吧。
征询语：
36) Can(May ) I help you ? 我能帮您什么吗？
Yes ,please . 好的。
37) What can I do for you ? 我能为您干点什么吗？
38) Is there anything I can do for you ? 有什么我能为您效劳的？
39) Just a moment , please . 请稍等一下。
40) May I use your phone ? 我能借用您的电话吗？
Yes ,of course . 当然可以。指路用语：
41) Go upstairs/downstairs 上楼/下楼
42) It’s on the second(third) floor. 在二(三) 楼
43) Excuse me. Where is the washroom 对不起，请问盥洗室(电梯) 在哪儿？
(restroom,elevator)
This way ,please. 请这边走。
44) Turn left/right. 往左(右) 转。
45) It’s in the lobby near the main entrance. 在大厅*近大门。
46) It’s in the basement at the end of the corridor. 在地下室走廊尽头。
提醒用语：
47) Mind(Watch) your step. 请走好。
48) Please be careful. 请当心。
49) Please don’t leave anything behind. 请别遗忘您的东西.
50) Don’t worry. 别担心。
51) Take it easy. 放心好了。
52) Please don’t smoke here. 请不要在这里抽烟。
告别语：
53) Goodbye. 再见.
54) See you later. 等会见。
55) Good night. 晚安。
56) See you tomorrow. 明天见。
57) Goodbye and thank you for coming. 再见，谢谢您的光临。
58) Goodbye and hope to see you again. 再见，希望再见到您。
59) Have a nice trip! 一路平安！
60) Wish you a pleasant journey! Good luck! 祝您旅途愉快！
前厅部
(61) Have you a reservation?
您预订过吗？
(62) May I have your name and room number?
您能告诉我您的名字与房间号码吗？
(63) Here is your room key.
给您房间钥匙。
(64) Please pay at the cashier’s desk over there.
请去那边帐台付款。
(65) Are these your baggage? May I take them for you?
这些是您的行李吗？我来帮您拿，好吗？
(66) I’m afraid our hotel is fully booked on that date.
对不起，我们饭店那一天的客房全部订满了。
(67) Your room is confirmed for that day. We look forward to serving you.
您要的那一日房间已经确认了。我们期待着为您服务。
(68) I’ll cancel Mr Bell’s reservation from February 27th for three nights.
我将取消BELL先生从2月27日开始3个晚上的预订。
我们期待着下一次为您服务。
(69) May I reconfirm your departure date?
我可以再次确认您的离店日期吗？
(70) I’m sorry, madam. We don’t have any vacancy at the moment.
对不起，小姐，我们现在没有空房间。
(71) How many pieces of luggage do you have?
请问您有几件行李？
(72) Is there anything valuable or breakable in your bag?
您包里有贵重或易碎物品吗？
(73) You can get your money changed at the cashier’s Desk..
您可以去收款处兑换钱。
(74) Could you take a message for her, please?
你能不能为我给她留信口信？
(75) Just a moment, please, sir. I’ll put you through.
请稍等一下，先生。我马上为您接通。
(76) For outside calls, please press 9 first and when you hear the dialing tone, press the number you want.
打外线请先按9，听到声响后再按您所要的号码。
(77) How would you like to make payment, sir.
先生，请问您将如何付款？
(78) Here is your change and receipt, sir. I’ll send a bellman up to get your luggage.
先生，这是您的找钱和收据。我马上叫行李员上去取您的行李。
(79) The rate of your room will be paid by your host unit while the others should be at your expense..
您的房费将由接待单位支付，而杂费则应由您自己付。
(80) How many copies do you need?
您要复印几份？
(81) Can you give me your fax number, sir?
请您告诉我您的传真号码好吗？
(82) When can I pick it up?
我什么时间能取？
酒店常用英语口语100句
1、Good morning ，sir（madam）
早上好，先生（小姐）
2、Good afternoon ，ladies and gentlemen
下午好，女士们，先生们。
3、Good evening ，miss Price
晚上好，普莱丝小姐。
4、How are you today ，Mr Brown ？
你今天好吗？布朗先生。
5、I‘m quite well ，thank you.
我很好，谢谢你。
6、Hs good to see you again ，sir（madam）
再次见到你真高兴，先生（小姐）
7、Nice to meet you ，sir.
见到你真高兴，先生。
Titles（称呼）
8、Are you Mrs.Best？
你是贝丝特夫人吗？
9、You must be professor Ford.
你一定是福特教授。
10、May I know your name，sir（madam）？
我可以知道你的名字吗？先生（小姐）。
11、Here‘s a letter for you ，Dr white.
怀特医生，这儿有你的一封信。
12、you‘re wanted on the phone，Captain Smith.
史密斯船长，有你的电话。
13、Welcome to our hotel， miss Henry.
欢迎来到我们酒店，享利小姐。
14、May I be of service to you，Mr Baker ？
我能为你服务吗？贝克先生？
15、Can I help you， Ms Blake？
我能帮你吗？布雷克小姐？
16、Would you take the seat ，young lady ？
请坐，小姐，
Offering Help 主动提出帮助
17、May I help you ？
18、Can I help you？
我能帮你吗？
19、What can I do for you ？
我能为你作什么？
20、 May I take your ba for you？
我可以为你拿你的手提包吗？
21、 May I help you with your suitcase？
我能帮你拿你的箱子吗？
22、 Would you like me to call a taxi for you ？
你需要我为你叫一辆出租车吗？
23、 Thank you very much.
非常感谢
24、 Thanks for the trouble .
麻烦你了
25、 It‘svry kind of you？
你真是太好了
26、 No，thanks.
不用了，谢谢！
Answers to Thanks对感谢语的应答
27、 You‘re welcome.
欢迎你
28、 Not at all.
不用谢
29、 That‘s all right.
没关系
30、 Don‘t mention it.
别提了
31、 It‘s my plcasurc.
这是我的荣幸
Expressing welcome 表示欢迎
32、 Welcome ，sir（madam）。
欢迎光临，先生（小姐）
33、 Welcome to our hotel ，sir （madam）。
欢迎光临我们酒店，先生（小姐）
34、 Welcome to our western restaurant.
欢迎来我们西餐厅
35、We‘re glad to have you here.
我们很高兴你来到之儿
36、I‘m always at your service ，sir （madam）。
随时为你效劳，先生（小姐）。
Apologies 表示道歉
37、I‘m sorry，sir （madam）。
对不起，先生（小姐）。
38、I‘m very sorry.
非常抱歉。
39、I‘m sorry to trouble you.
对不起打扰你了。
40、I‘m sorry to have taken so much of your time.
对不起占用你太多时间了。
41、I‘m sorry to have kept you waiting .
对不起让你久等。
42、Excuse me for interrupeing you.
原谅我打挠你了。
43、I hope you‘ll forgive me.
我希望你能原谅我。
Answers to Apology（对道歉语的应答）
44、It doesn‘t matter.
没关系。
45、It‘s nothing.
没什么。
46、Never mind.
别放在心上。
47、That‘s nothing.
没什么。
48、Don‘t bother about that.
别再想它。
49、Don‘t worry about it.
别担心。
50、Don‘t apologize， It was my fault.
别道歉，这是我的错。
Good wishes（良好祝愿）
51、Have a good time！
祝你们玩得愉快！
52、Have a nice evening！
祝你晚上愉快。
53、Happy Birthday！
生日快乐。
54、Merry Christmas！
圣诞快乐。
55、May you succeed
祝你成功
Parting（分手再见）
56、 Good－bye and good luck.
再见，祝你好运。
57、Hope you‘ll have a nice trip.
希望你旅途愉快。
58、Wish you a pleasant journey .
祝你旅途愉快。
59、Happy landing.
祝你安全抵达。
60、Bon voyage.
一帆风顺。
61、Hope to see you again.
希望再次见到你。
62、Good night.
晚安。
63、See you Tomorrow.
明天见。
Self－Introduction （自我介绍）
64、I‘m henry ，I’m from Golden Lake Hotel， I‘m
here to meet you .
我叫享利，来自金湖酒店，我是来接您的。
65、My name is Irene ，I‘m the housekeeping
Department waiter.
我的名字是艾琳，我是管家部服务员。
66、I‘m the receptionist here ，welcome to our hotel.
我是这儿的接待员，欢迎来到我们酒店。
67、Reservations ，May I help you ？
预订部，我能帮你吗？
68、Room service ，May I come in ？
送餐服务，我可以进来吗？
69、This is Henry Adams speaking.
我是享利。亚当斯。
Affirmative Responses （肯定回答）
70、Surely.
当然可以。
71、Certainly ，sir （madam）。
当然可以，先生（小姐）。
72、Yes，sir，（madam）。
是的，先生（小姐）。
73、That‘s true ，sir （madam）。
是这样的，先生（小姐）。
74、Very well.
非常好。
Negative Responses（否定回答）
75、No ，sir （madam）。
不，先生（小姐）。
76、I don‘t think so.
我不这样认为。
77、Of course not.
当然不。
78、I‘m afraid that’s not a good idea.
恐怕，那个主意不好。
Useful Questions 常用问句
79、What do you prefer ，tea or coffee？
你喜欢什么？茶还是咖啡。
80、Woulld your please sign here ？
请在这儿签名好吗？
81、A table for two？
两人的一张台吗？
82 、How long do you plan to stay ？
你
计划
项目进度计划表范例计划下载计划下载计划下载课程教学计划下载
住多久。
83、Could you please spell your name ？
请拼一下你的名字吗？
84、What kind of room would you like ？
你要哪类房间？
85、May I see your passport ？
我可以看你的护照吗？
86、May I have your tetephone number ？
我可以知道你的电话号码吗？
87、What‘s the trouble， sir？
你怎么啦？先生。
88、Shall I call a doctor for you ？
我为你叫一个医生吗？
89、Dir you eyoy the play？
你喜欢这个节目吗？
90、Do you like this song？
你喜欢这首歌吗？
Useful Expressions 惯用表达语
91、Enjoy you breakfast ，sir ？
请享用你的早餐，先生。
92、Here is the menu.
给你菜谱。
93、The service guide is on the desk.
服务指南在桌面上。
94、The swimmcing pool is over there .
游泳池在那边。
95、Go ahead ，please.
请接着讲。
96、The line is busy .
线路正忙。
97、You look grest .
你看上去真棒。
98、Please consult the song list .
请翻阅点歌单。
99、It‘s a very touching story.
这是一个非常感人的故事。
100、Without music，the world would be dull.
如果没有音乐，这世界将会变得很沉闷。
酒店总机英语口语
Useful Expressions
1、Sorry, he has moved to another roo.
2、Please press “8“ first and when you hear the dial tone, press the number you want.
3、Sorry, I can’t hear you. Could you please speak a little louder?
4、Sorry, I can’t follow you. Could you speak slowly?
5、Sorry, there is a trunk call for you, please hang up your receiver.
6、There is a cross line, please dial again.
7、The line is busy, please call again after a while.
8、I’ll transfer your call to Information desk, you should check the room number first.
9、May I read back the message to see if it’s correct, please?
10、Just wait a moment and I’ll connect you.
11、Would you please tell me the spelling of your name?
12、They aren’t answering.
13、I’m sorry, there’s no reply from the room 1111.
14、Under the 10th floors, please press “0“ first and the room number.
15、May I know your room number, please?
16、If you have any questions, please call me.
17、Will you please think it over once more?
18、Don’t worry. I’ll wake-up you on time tomorrow morning.
19、Sorry, the receiver in his room is not on the right place.
20、Would you like to leave a message?
Conversation
A
Operator: Yuhuan Grand Hotel. May I help you?
Guest: Yes. May I speak to Mr John? His room number is 1111.
O: I’ll put you through, madam……sorry,there is no answer. May be he is out. would you like to leave him a message or to call it again?
G: Could you try again?
O: Certainly, madam. Just a moment, please……Thank you for waiting. I’m afraid there is still no reply.
G: I see. I’d like to leave a message. Can you help me?
O: Certainly, madam. Go ahead, please.
G: Yes. My name is Herry. I have an appointment with Mr John this afternoon. But I can’t to there at that time. Please tell Mr John to wait for me in his room at 9:30 tomorrow morning.
O: Your name is Herry and tell Mr John to wait for you in his room at 9:30tomorrow morning. Am I right?
G: Yes, that’s right. Thank you! Good-bye!
O: You’re welcome. Good-bye!
B
Operator: Operator. May I help you?
Guest: Yes. Can you tell me how to make the IDD call?
O: Certainly, sir. Please press “8“ first and then the country code and area code, then the number you want.
G: I see. And how to make the room-to-room call?
O: For calls room-to-room. up the 10th floors, please press “0“ first and then the room number, abore the 10th floors, you could direct dail the room number, there must be four digits in the final number.
G: I see. Thank you! Could you give me a wake-up call tomorrow morning?
O:Certainly, sir. At what time?
G: What’s the Breakfast time?
O: Oh, it’s 7:00-9:00 a.m at the banquet hall on the ground floor.
G: OK, please call me at 7:30 a.m.
O: OK, room 1111, call at 7:30 a.m. Am I correct?
G: Yes. Thank you. Good-bye!
O: Not at all. Good-bye!
总机电讯服务常用英语词汇
operator 电话员
house phone 内部电话
special line 专线
dial a number 拨号码
hold the line 别挂电话
cant put somebody through 接不通
ordinary telegram 普通电话 receiver 听筒
city phone 城市电话
telephone number 电话号码
replace the phone 挂上电话
Line, please. 请接外线。
The line is busy(engaged) 占线。
send a telegram(cable) 发电报 long distance 长途电话
telephone directory 电话簿
call somebody up 打电话给某人
cant hear somebody 听不见
cant get through 打不通
inland telegram 国内电报
ordinary mail 平信 switchboard 交换台
central exchange 电话总局
The connection is bad. 听不清。
express telegram 加快电报
special despatch 专电
registered fee 挂号邮资
postcard 明信片
酒店订房常用英语
订房常用英语
1．Id like to book a double room for Tuesday next week．
下周二我想订一个双人房间。
2．Whats the price difference？
两种房间的价格有什么不同？
3．A double room with a front view is 140 dollars per night，one with a rear view is 115 dollars per night．
一间双人房朝阳面的每晚140美元，背阴面的每晚115美元。
4．I think Ill take the one with a front view then．
我想我还是要阳面的吧。
5．How long will you be staying？
您打算住多久？
6．Well be leaving Sunday morning．
我们将在星期天上午离开。
7．And we look forward to seeing you next Tuesday．
我们盼望下周二见到您。
8．Id like to book a single room with bath from the after-noon of October 4 to the morning of October 10．
我想订一个带洗澡间的单人房间，10月4日下午到10月10日上午用。
9．We do have a single room available for those dates．
我们确实有一个单间，在这段时间可以用。
10． What is the rate， please？
请问房费多少？
11．The current rate is＄ 50 per night．
现行房费是50美元一天。
12． What services come with that？
这个价格包括哪些服务项目呢？
13．That sounds not bad at all． Ill take it．
听起来还不错。这个房间我要了。
14． By the way， Id like a quiet room away from the street if the is possible．
顺便说一下，如有可能我想要一个不临街的安静房间。
酒店预订房间英语情景对话
Dialogue A
A：Room Reservations．Good afternoon．
B：Id like to book a double room for Tuesday next week．
A：Thats fine， sir． A double room for Tuesday， September12th， with a front view or rear view？
B：Whats the price difference？
A： A double room with a front view is 140 dollars per night，one with a rear view is 115 dollars per night．
B：I think Ill take the one with a front view then．
A： How long will you be staying？
B： Well be leaving Sunday morning．
A： That will be five nights， sir．Thank you very much，and we look forward to seeing you next Tuesday．
B： Good． Thats all settled then． Good-bye．
A： Good-bye．
Dialogue B
A：Advance Reservations．Can I help you？
B：Yes，Id like to book a single room with a bath from the afternoon of October 4 to the morning of October 10．
A： Yes， we do have a single room available for those dates．
B： What is the rate， please？
A： The current rate is＄50 per night．
B： What services come with that？
A： For＄50 youll have a radio， a color television， a telephone and a major international newspaper delivered to your room everyday．
B： That sounds not bad at all．Ill take it．
A：Very good． Could you tell me your name， sir， please？
B： Yes， it is Moore．
A： How do you spell it， please？
B： Its M-O-O-R-E．
A：M-O-O-R-E．And what is your address，please？
B：It is 3600 Montague Boulevard，Hattiesburg，Mississiippi39401 U．S．A．．
A： Excuse me， sir， but could you speak a little more slowly，please？
B：Sure，no problem．Its 3600 Montague Boulevard，Hattiesburg，Mississippi 39401 U．S．A．．Have you got it？
A：Yes，so it is 3600 Montague Boulevard，Hattiesburg，Mississippi 39401 U．S．A．．
B： Thats right．
A： What about your telephone number？
B：（601） 264-9716． By the way， Id like a quiet room away from the street if that is possible．
A：A quiet room away from the street is preferred．O．K．．Well mail you a reservation card confirming your booking as soon as possible．We look forward to your visit．
B：Thank you and good-bye．
A：Good-bye．
Words and Expressions
settle v．解决
available a．可得到的，有用的
confirm vt．使坚定，认可
Mississippi n．密西西比（美国州名）
客房预订 making a reservation.
1 i need to make a resevation for this weekend.
2 do you have any room available for friday.
3 i need a room for Thursday .
4 i need to see if you have a room available for the night?
5 i'd like to reserve a room in your hotel.
6 i'd like to reserve two rooms for my friends.
7 is there a room available tonight?
8 do i pay in advance?
9 that's fine . i'll take it.
10 do you have a room?
11 i want to stay for 2 days.
12 i like to stay here for 3 nights.
section 1 - 02
1 can i help you?
2 may i help you?
3 what can i do for you?
4 ROOM RESERVATIONS(客房预订部), May I help you?
5 certainly.
6 may i have your name?
7 may i have your phone number?
8 may i have your name and your initials?
9 how do you spell it?
10 We'll be expecting you next Tuesday.
12 we are glad to accept your booking.
13 thank you for calling us.
section1- 03 询问日期及人数
1 from which date?
2 at what time will you arrive?
3 what time will you be arriving?
4 from which date and for how many nights?
5 are you with a company?
6 how long do you intend to stay?
7 for how many nights?
8 how many guests will there be in your party?
9 which date will there be?
11 how many people are there in your party?
12 one moment please, sir. yes, we can confirm 10 double rooms for 34 days.
section1-04询问对房间的选择
1 which kind of room would you prefer?
2 what kind of room do you want?
4 with bath or without?
5 would you like a closed circuit(闭路电视) TV in the room?
6 i'm afraid we have no triple rooms, but we can put an extra bed into one of our double room. would that suit you?
7 if this is not possible , would you mind a joining room instead?
8 we have double rooms at 100 dollors and 150 dollors, which would you prefer?
9 the room is very sunny and comfortable.
section1-05 对房间的要求
1 i want a quiet room.
2 do you have an inexpensive room?
3 do you have a better room?
4 do you have a cheaper room?
5 do you have a biger room?
6 do you have a room with a nice of view?
7 please give me a less expensive room.
8 i like a room with a bath.
9 i like a room with a shower.
10 is there a TV-set?
11 is hot water available any time?
12 may i see the room?
13 i like a room with a very large bed.
section1-06 对房间的要求2
1 we will take two smoking connecting room. 我们需要2个可以抽烟的相邻的房间.
2 i want a cheap room with harbor view.
3 do you have a sea view or a mountain view?
4 have you got a vacant room on the fifth floor?
5 i want a room on the higher floor.
6 i want a room on the lower floor.
7 i want a twin room on fourth floor.
8 have you got a Studio Room, becuase i have to work there.
9 i like a Junior Suite
12 a Presidential Suite
13 i like a double room with two bath(s?).
section1-07 关于房间价格
1 how much is the room please?
2 would you tell me the rate per night for a single room with a bath.
3 how much is a double with a bath , please?
4 hou much do you charge a day?
5 by the way, is that a special way for a good preservation(?) ?
6 we are for 10 percent discount for good presevation(?), sir.
7 the 60 dollors include the telephone, a major international newspaper.
8 for 70 dollors we will provide you with a telephone in the mini bar.
9 what's of price do you prefer?
10 services isn't included in the room rate.
section1-08 关于房间价格2
1 a double room with a bath at the moment with the rate between 50 dollors and 70 dollors.
2 there's the minimum price for off season stage淡季 and the maximum price for peak season旺季
3 that depend on what season is it.
4 it's 15 dollars for a single tax extra.
5 is it include tax and service charge? 含税和服务费吗?
6 do you need a deposit(押金,保证金)?
7 there is 20 percent discount.
8 it is about 45 dollors a day including heating fee取暖费 but excluding service charge.
9 we serve breakfast every morning.
10 the charge include only bed and breakfast. 此项收费只包含床位费和早餐费.
section1-09 请来电人稍等
1 just a minute ,please.
2 one moment ,please.
3 cloud you please hold on?
4 wait a minute.
5 hold on ,please.
6 could you please hold the line?
7 would you mind waiting?
8 could you hold a little longer?
9 would you mind waiting for a few moment?
10 hello, are you still on the line?
11 hand on,please.
12 could you hold on a minute?
section1-10 查看是否有空房
2 we do have a vacant seat(空房) for those day.
3 well, you can have a room on Wednesday.
4 there is a single room available for you.
5 there is not suite available on May 8th.
6 we don't have any room available for that week.
7 we don't have any single room available , would you mind a double room instead?
8 do you mind sharing a room with other people?
9 i suggest you make a reservation now, because there's a special discount.
10 the only room available at the moment is a suite.
11 you can have room 309.
酒店前台接待处常用英语
前台常用英语
一．概述
在酒店里所使用的英语会话，基本上是属于商业英语，与日常生活会话中所使用的英语略有不同，较注重礼节。正式英语通常会让人误解为极艰深的英语，其实，只要套用一定格式的句子和单词，就可以了。例如：
非正式英语 正式英语
What’s your name? May I have your name?
您贵姓？ 请问您贵姓大名？
Do you want some tea? Could you like some tea?
您要喝茶吗？ 请问您想喝茶吗？
Over here, please. Could you come this way please?
这边请。 请您往这边走好吗？
* 不要说OK, Sure, Yeah等等，而要说Certainly, Sir.
* Hey, uh-huh, Hang on 等等，也不适合在酒店中使用。
* 别说“I don’t know.”回答“不知道”是非常不礼貌的说法。
可以说“just a moment, please. I’ll check that for you.” （请稍候，我来帮您确认），然后请有能力处理的人前来协助。
* 对男性客人，尊称为Sir; 面对女性客人时尊称为Ms.
在招呼客人时，最好说“Excuse me, Sir(Ms)”, 不要直接称呼Mr.或Ms. 至于称呼小孩，可以直接使用Excuse me，但是不可以直接称呼boy或girl.
* 正视对方的眼睛，以显示出你的信心和诚意。但必须注意，注视对方的眼睛，并不是无理地盯着对方看。
* 在面对语言不通的外籍人士时，一定要多加利用手势和肢体语言。但是使用手势时要特别小心，因为对于不同国家、民族而言，手势的意义也大不相同。
二.基本待客英语
（一）在正式的英语表现里，疑问基本句型可分为下列四种：
1. May I ~
2. Could you ~
3. Would you ~
4.Shall I ~?
只要理解这四种基本的句型，就可以处理大部分业务上的状况。
1．自己要做什么事时，就使用May I ~
May I have your name, please?
请问尊姓大名
May I have your check-out time, please?
请问您什么时候结帐离开？
May I see your passport, please?
请让我看一下您的护照好吗？
May I know your nationality, please?
请问您的国籍是什么？
2． 麻烦客人时，可使用Could you ~
Could you fill out the form, please?
请您填写这张表格好吗？
Could you write that down, please?
请您写下来好吗？
Could you draft the fax, please?
请您写下传真的草稿好吗？
Could you hold the line, please?
请不要挂电话好吗？
3．询问客人的喜好或是做什么时，可使用Would you ~
Would you like tea or coffee?
请问您要喝茶还是咖啡？
Would you like to take a taxi?
请问您要搭计程车吗？
Would you mind sitting here?
请问您介意坐在这里吗？
** 只要在疑问词后加“Would you ~”，就可以提出大部分的询问。
When would you like to visit Foshan?
请问您想要何时参观佛山？
When would you like to have lunch?
请问您想在哪里用餐？
What time would you like to eat?
请问您想何时用餐？
Who would you like to contact?
请问您想和谁联络？
Which kind of room would you prefer?
请问您喜欢哪一种房间？
How would you like to settle your bill?
请问您的账单如何处理？
How long would you like to stay?
请问您要逗留多久？
How many tickets would you like to buy?
请问您要买几张票？
4．在提供建议协助、征求意见时，可使用Shall I ~ 或Would you like me to do ~?
Shall I draw the curtains?
请问需要我把窗帘拉上吗？
Shall I draw you a map?
请问要我为您画一张地图吗？
Shall I make the reservation for you?
请问要我为您安排预约吗？
（二）招呼语
Good morning. (用于中午以前)
Good afternoon. (用于中午至下午六点以前)
Good evening. (用于下午六点过后)
在这些招呼语的后面接句子，例如：
Good morning, sir. Are you checking-out?
早上好，先生，请问您要退房吗？
Good afternoon, sir. Welcome to FOSHAN Electrcical Hotel.
中午好，先生，欢迎光临佛山电子宾馆
Good evening, Ms. May I help you?
晚上好，小姐，请问我能为您服务吗？
后面也可以接上自己酒店名称、部门名称，如：
Good morning, sir. This is the Front Desk. May I help you?
早上好，先生。这里是服务台，请问您需要服务吗？
（三）回答
1.一般性的回答
I see, sir.
我明白了，先生。
Certainly, sir.
好的，先生。
2.请对方再等一会儿
Just a moment, please.
请稍等。
Thank you for waiting.
您久等了，先生。
I am very sorry to have kept you waiting.
很抱歉让您久等了。
Could you wait a little longer, please?
请您稍候好吗？
3.要麻烦客人或是拒绝客人的要求时
拒绝客人时，不要一口回绝说“No.”，要委婉一些。
I am afraid I can’t do that.
不好意思，我恐怕没办法那样做。
Excuse me, sir. Please let me pass.
不好意思，先生，麻烦让我过一下。
4.道歉
如果是自己的错就说“I am sorry.”; 如果是公司的错，就说：“We are sorry.”。
I am very sorry for the delay.
很抱歉延误了时间
I am very sorry for the inconvenience.
很抱歉造成您的不便。
I would like to apologize for the mistake.
为这个错误我深致歉意。
5.客人对自己说“Thank you.”时回答
You are welcome.
不客气。
Thank you, sir.
谢谢您，先生。
Thank you very much.
非常感谢您。
6.交给客人某些东西时，可以说
Here you are.
您要的东西在这里。
Here is your room key.
这是您的房间钥匙。
Here it is.
这是您的东西。
7． 当客人准备离开时，可以说：
Have a nice day.
祝您有美好的一天。
Please enjoy your stay
祝您住宿愉快。
We hope to see you again soon.
希望不久能再次见到您。
Thank you for staying with us.
谢谢光临。
8．当客人的英语难以理解时
面对客人的疑问，不要只是一味地傻笑，或是一直说Yes, Yes.如果听不懂事，要向客人提出疑问，或是先向对方说“Just a moment, please.”, 然后请求他人协助。
Pardon?
对不起？
Pardon me?
对不起？
I beg your pardon?
对不起请再说一遍好吗？
Could you repeat that, please?
请您重复一遍好吗？
若是不敢肯定对方所说的部分内容时，可以将不明白的部分重复一遍，如：
Excuse me, sir. Do you mean you lost your room key？
不好意思，先生，您是说您丢了房间的钥匙？
电话英语的应对
1． 接电话时不可以简单地回答“Hello”,而应报上自己的公司或所属单位的名称。例如：
“Hello, this is Information Desk.”
您好，这里是问询处。
“Information Desk speaking. May I help you?”
问询处，请问您要服务吗?
2.打错电话时
如果是外线打错时，可以回答：
I am afraid you have the wrong number.
不好意思，您打错电话了。
This is the FOSHAN Electrcical Hotel,
这里是佛山电子宾馆.
如果是总线转错内线时，可以回答：
This is Room Reservations. I’ll transfer your call to Restaurant Reservations.
这里是客房预约处，我帮您转接到餐厅预约柜台。
3.当负责的工作人员不在时
I am afraid Mr.Lin is out at the moment. He should be back around 5 p.m.
不好意思，林先生现在外出。他应该会在下午5点左右回来。
I am afraid Mr.Hao is on another line. Could you hold the line, please?
不好意思，郝先生正在讲电话。请您在线上稍侯好吗？
I’ll tell him to call you back when he returns.
他回来时，我会请他回电。
May I have your name and phone number, please?
请告诉我您的大名和电话好吗？
4.当会话结束时
结束电话中的对话时，不可以简单说“bye-bye”,最好说：
Thank you for calling.
感谢您的来电。
You are welcome, sir.
先生，不客气。
We look forward to hearing from you.
我们静候您的佳音。
Please contact me if you have any further questions.
如果您有任何其他问题，请和我联络。
三．柜台服务
B=行李服务员（Bellman）
C=服务员 (Clerk)
H=客房服务员（Housekeeping）
BC=领班（Bell Captain）
G=客人（Guest）
To the Front Desk.
带客人到柜台
B: Good evening, Ms. Welcome to FOSHAN Electrcical Hotel.
小姐，晚安。欢迎光临佛山电子宾馆。
G: Thank you.
谢谢你。
B: How many pieces of luggage do you have?
请问您有多少件行李？
G: Just this three.
只有这3件。
B: Two suitcases and one bag. Is that right?
2个旅行箱和1个手提皮包，这样对吗？
G: Yes. That’s all.
对，就这些了。
B: I’ll show you to the Front Desk. This way, please. I’ll put your bags by the post over there.
我来带您到柜台，这边请。我先将您的行李放在柱子旁边。
G: I see, thanks.
我知道了，谢谢。
B: A bellman will show you to your room when you have finished checking-in.
当您办好住宿登记时，行李服务员会带您到房间。
G: OK. Fine.
好极了。
B: Please enjoy your stay.
祝您住宿愉快。
Taking a guest to the room。
前台接待处
规范
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用语
您的房价是人民币500元
Your room rate is RMB￥500
请在这这里签名。
Please sign here.
请问您怎么样付押金。
How would you like to pay the deposit?
退房时间是中午十二时，如果您想延迟至下午六时前退房，另加半天房费，六时后退房，将加收一天房费。
Check out time is 12:00 noon. A half day charge of your rate will be added for extended check out time before 6:00pm, and a full day charge after 6:00pm.
祝您在这里过得愉快。
Wish you enjoy your stay with us.
××先生，请问您有没有用小酒吧的饮品或小食呢？
Mr. ××, did you take drinks or snacks from the mini-bar?
这是帐单，总额是……，请您检查一下。
Here is the bill, the total amount is ……. Please check it/have a look at it.
欢迎您下次光临，祝您一路平安/旅途愉快！
Hope to see you again soon and wish a nice flight/trip.
请把押金收据给我。
Please give the deposit receipt.
请问您怎样付款呢？
How would you like to pay the bill?
希望很快可以再见到您。
Wish to see you again soon.
上午好，欢迎光临/欢迎光临XXX酒店。
Good morning, Welcome to XXX Hotel.
下午好，××先生，非常高兴再次见到您。
Good morning, Mr. ×. Nice to meet you again!
请问您有预订吗？
Have you make reservation?
请问您订房人的姓名/请问您谁帮您做的预订？
Please tell me who make the reservation for you?
是的，您订了两间豪华房，住两晚。
Yes, you have made a reservation of two deluxe rooms for two nights.
请您出示护照
Please give me your passport
常用口语(1)
28．I want a double room with a bath．
我要一间有浴室的双人房。
29．How much a day do you charge？
每天收费多少？
30．It is hundred yuan a day including heating fee， but excluding service charge．
一百元一天，包括供暖费但不包括服务费。
31．Its quite reasonable．
收费十分合理。
32．How long do you intend to stay in this hotel？
您准备住多久？
33．Have you got through with the check－in procedure？
你是否已经办妥住宿登记手续？
34． Can I book a single room for my friend beforehand as he will arrive in Shanghai tomorrow morning？
我能为我的朋友预订一间单人房吗？他将于明天早上到达上海。
35．Would you mind filling in this form and pay a hundred yuan in advance for him．
请填好并预付一百元钱。
36．This is a receipt for paying in advance．Please keep it．
这是预付款收据，请收好。
37．Have you any vacant（spare） room in the hotel？
旅馆里有空余房间吗？
38．Sorry， we have no vacant（spare） room for you． But I can recommend you to the Orient Hotel where you may get a spare room．
对不起，我们已经客满了。但是我可以介绍您去东方饭店，那里有空余的房间。
39．Good afternoon， my room number is 321．Any mail for me？
下午好！我的房号是321。有我的信吗？
40．Yes．You have two letters and one telegram， also a message was left by a lady before one hour．
有的。您有两封信和一封电报，一小时前有一位小姐来电话留言给您。
41．Ill mail a letter to U．S．A．by airmail．
我要寄一封航空信到美国。
42．How much do I have to pay for you？
我要付多少钱？
43．A letter generally mails to America—Europe—Africa by airmail． First 20 grams is 20 yuan．
通常一封寄到美国、欧洲、非洲的航空信，20克收费20元。
Dialogue A
（A：Receptionist B：Guest）
B： I want a double room with a bath．How much a day do you charge？
A： It is a hundred yuan a day including heating fee but excluding service charge．
B：Its quite reasonable．
A：How long do you intend to stay in this hotel？
B：I shall leave in a fortnight（half a month）．
A：Have you got through with the check－in procedure？
B：Oh，yes，Im going to fill in the form of registration right now．Can I book a single room for my friend before hand as he will arrive in Shanghai tomorrow morning？
A：Sure．Here is the form for reservations．Would you mind filling in this form and pay hundred yuan in advance for him．
B：All right． This is one hundred yuan to pay for my reservation．
A：Thank you．This is a receipt for paying in advance．Please keep it．
Dialogue B
B： Have you any vacant（spare） room in the hotel？
A：Sorry，we have no vacant（spare） room for you． But I canre commend you to the Orient Hotel where you may get as pare room．
B：That sounds very good！Can I book the plane ticket（train ticket，ship ticket）here？
A：Please go to the CAAC office to book your plane ticket．If you want to book your train ticket or ship ticket，youd better go to the Shanghai International TravelService．
B： Could you tell me how many kinds of rooms do you have？
A：There are single rooms， double rooms， suites and deluxe suites in our hotel． Every room is equipped with a bat hand a telephone．
B：Oh，I see．Thanks．
A：You are welcome．
Dialogue C
（A： Guest B： Receptionist）
A：Good afternoon，my room number is 321．Any mail for me？
B：Yes．You have two letters and one telegram， also a message was left by a lady before one hour．
A：Let me see who called…？ I have to make a phone call．Will you get me the party？ Here is the number．
B： OK．Wait for moment．… Here is your party．
A： Thank you．Ill mail a letter to U． S． A．by airmail．How much do I have to pay for you？
B：A letter generally mall to America- Europe- Africa by airmail．First 20 grams is 20 yuan．Each additional 20grams is 15 yuan．
A：Oh，I see．Thank you very much．
Words and Expressions
heating fee 供暖费
exclude vt．把……排除在外
reasonable a．（价钱）公道的，不贵的
fortnight n．十四日，两星期
procedure n．过程，步骤，程序
check－in procedure 住宿登记手续
registration n．登记，注册
deluxe suites 豪华套房
常用口语(2)
44．Yes， we do have a reservation for you．
对了，我们这儿是有您预订的房间。
45．Would you please fill out this form while I prepare your key card for you？
请您把这份表填好，我同时就给您开出入证，好吗？
46．What should I fill in under ROOM NUMBER？
“房间号码”这一栏我该怎么填呢？
47．Ill put in the room number for you later on．
过会儿我来给您填上房间号码。
48．You forgot to put in the date of your departure．
您忘了填写离店日期了。
49．And here is your key，Mr．Bradley．Your room number is 1420．
给您房间的钥匙，布拉德利先生。您的房间号码是1420。
50．It is on the 14th floor and the daily rate is＄90．
房间在14层，每天的房费是90美元。
51． Please make sure that you have it with you all the time．
请务必随时带着它。
52． My business negotiation has progressed much more slowly than I had expected．
我的业务谈判进行得比我原先预料的慢了许多。
53． I wonder if it is possible for me to extend my stay at this hotel for two days．
我想知道是否可以让我在这儿多呆两天。
54．Ill take a look at the hotels booking situation．
我来查看一下本店房间的预订情况。
55．Im glad that well be able to accept your extension re－quest．
很高兴我们有办法接受您延长住宿的要求。
56． But Im afraid that it will be necessary for us to ask you to change rooms for the last two nights．
不过，恐怕最后两天我们得请您搬到别的房间去。
57． We have already let your room to another gentleman．
我们已经把您住的房间租给了另外一位先生。
58． Thats no problem at all．
没问题。
Dialogue A
A： Good morning， sir． Can I help you？
B：Good morning！I have a reservation for a single room with a bath here．
A： May I have your name， sir， please？
B：Bradley，John Bradley．
A：Just a moment， sir， while I look through our list．Yes，we do have a reservation for you， Mr． Bradley．Would you please fill out this form while I prepare your key card for you？
B：Yes．Can I borrow your pen for a minute， please？
A：Sure．Here you are．
B：What should I fill in under ROOM NUMBER？
A： You can just skip that． Ill put in the room number for you later on．
B：（After he has completed the form） Here you are．I think Ive filled in everything correctly．
A： Let me see…name， address， nationality，for war ding address， passport number， place of issue， signature and date of departure．Oh，here，sir．Your forgot to put in the date of your departure． Here let me fill it in for you．You are leaving on…？
B：Ocrober 24．
A：Now everythings in order．And here is your key，Mr．Bradley．Your room number is 1420． It is on the14th floor and the daily rate is＄90．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．You also need to show it when you collect your key from the Information Desk．
B： OK．Ill take good care of it．
A： And now if you are ready，Mr．Bradley， Ill call the bell-boy and hell take you to your room．
B： Yes， Im ready．Thank you．
A：I hope you enjoy your stay with us．
B：Ill try．
Dialogue B
A：Good morning！Can I help you？
B：Good morning！ Im Mr．Doug lass in room 1208． My business negotiation has progressed much more slowly than I had expected．This makes it necessary for me to stay on here for another day．I wonder if it is possible for me to extend my stay at this hotel for two days．
A： Ill take a look at the hotels booking situation． Yes， sir，Im glad that well be able to accept your extension re－quest．But Im afraid that it will be necessary for us to ask you to change rooms for the last two nights．You see，we have already let your room to another gentle-man．Is that acceptable to you？
B： Yes， thats no problem at all．
A： Let me see… room 1111 Will be vacant． How about room1111？
B：That is fine．
A：When would you like to move tomorrow？
B： I dont know．
A：The new occupant will be checking in a little after twelve．
B： That means I have to move out before 12． Let me see． Ill be leaving for the negotiation at 9∶30 tomorrow morning and I will not be returning to the hotel until sometime in the afternoon． So Im going to have to do it before I go to the negotiation．Well，I think I will move at 9oclock．
A： Good．I will send a bellboy to your room and help youwith your luggage at 9 oclock． And please remember to bring your key card to the reception desk when you pass it tomorrow so that I can change the room number on it．
B：I will．Thank you very much．
A：Goodbye．
Words and Expressions
nationality n．国籍 departure n．离开
forward v．．发送，寄发 regulation n．规章，规定，条例
for warding address 转投地址 negotiation n．谈判；磋商
passport n．护照 extension n．延长日期
place of issue 发照地点
signature n．签名
酒店处理投诉常用英语
128．Can you change the room for me？ Its too noisy．
能给我换个房间吗？这儿太吵了。
129．My wife was woken up several times by the noise the baggage elevator made．
我妻子被运送行李的电梯发出的嘈杂声弄醒了几次。
130．She said it was too much for her．
她说这使她难以忍受。
131．Im awfully sorry，sir．
非常对不起，先生。
132．I do apologize．
我向您道歉。
133．No problem，sir．
没问题，先生。
134．Well manage it，but we dont have any spare room today．
我们会尽力办到，但是今天我们没有空余房间。
135．Could you wait till tomorrow？
等到明天好吗？
136．I hope well be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep．
我希望明天晚上我们能呆在一套安静的房间里睡个好觉。
137．And if there is anything more you need， please let us know．
如果还需要别的什么东西，请告诉我们。
138．The light in this room is too dim．
这房间里的灯光太暗了。
139．Please get me a brighter one．
请给我换个亮的。
140．Certainly，sir．Ill be back right away．
好的，先生，我马上就回来。
141．The room is too cold for me．I feel rather cold when I sleep．
这房间太冷了，我睡觉时感到很冷。
Dialogue A
A guest（B） wants to change a room．He goes to the assistant manager（A）
A：Good morning，sir．What can I do for you？
B：Im Bell．Im in Room 908．Can you change the room for me？Its too noisy．My wife was woken up several times by the noise the baggage elevator made．She said it was too much for her．
A：Im awfully sorry，sir．I do apologize．Room 908 is at the end of the corridor．Its possible that the noise is heard early in the morning when all is quiet．
B：Anyhow，Id like to change our room．
A：No problem，sir．Well manage it，but we dont have any spare room today．Could you wait till tomorrow？The American People-to-people Education Delegation will be leaving tomorrow morning．Therell be some rooms for you to choose from．
B：All right．I hope well be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep．
A：Be sure．Ill make a note of that．Everything will be taken care of．And if there is anything more you need，please let us know．
Dialogue B
A：Good evening，maam．Did you ring for service？What can I do for you？
B：Yes．The light in this room is too dim．Please get me a brighter one．
A：Certainly，sir．Ill be back right away…Do you mind if I move your things？
B：Oh，no．Go ahead．
A：Thank you…How is the light now？
B：Its much better now．Thank you．
A：Youre welcome．And if you need any other things，please let us know．
B：Ah，yes，the room is too cold for me．I feel rather cold when I sleep．Can you turn off the air-conditioning？
A：（Checks）The air-conditioning is already off，maam．
B：Maybe Im getting a cold．
A：Would you like an extra blanket？
B：OK．And would you please get me some hot water，too？I think I need to take some medicine．
A： Certainly，maam．Ill be right back…here is a blanket，and hot water for you．Anything else？
B：No，thanks．
A：Good night，ma，am．
Words and Expressions
elevator n．电梯
corridor n．走廊，回廊
delegation n．代表团
extra a．额外的，外加的
blanket n．羊毛毯，毯子，毛毡
酒店商务中心英语口语
Useful Expressions
1、I want to send a fax.
2、I’ll send this fax at once.
3、Sorry, sir. The line is busy.
4、I tried a lot of time, but it’s also busy.
5、It’s my mistake.
6、I’m sorry to bring you so much trouble.
7、All done, sir. Here you are.
8、Let me count, it’s 15.5 yuan in all.
9、Could you tell me how do you count this amount.
10、The regulation of charge in business center is on this board.
11、May I use the Internet.
12、Let me dial-up. Please sit down and you can use it already.
13、Can I typed of my E-mail.
14、How many copies do you need?
15、I’d like to copy this two pieces of paper, what’s the cost?
16、The Internet charge in 30 minutes is 10 yuan.
17、The copy each piece of paper for A4 size is 1yuan.
18、To enlarge or lessen one piece of paper costs as much as two pieces of paper.
19、To copy the paper’s both sides costs as much as two pieces of paper.
20、I’ll call the airline to see if there are tickets for you.
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