★英語(yǔ)口語(yǔ)頻道為網(wǎng)友整理的《酒店前廳常用英語(yǔ)口語(yǔ)》，供大家參考學(xué)習(xí)。
第一部分 前廳
Part one FRONT OFFICE
Unit one Making a Reservation/Advance Reservation
第一章 預(yù)訂
Key Sentences例句
1. Good morning/evening. Reservation. May I help you?
早上好/晚上好，這里是...酒店客房預(yù)訂部，請(qǐng)問(wèn)需要什么幫忙嗎？
2. What can I do for you?
我能為您幫什么忙嗎？
3. Hold on line, please. Could you please hold on?
請(qǐng)稍等（電話中） 請(qǐng)稍等，好嗎？
4. Could you wait a minute, please?
請(qǐng)稍等，好嗎？
5. Are you with a company?
您是公司預(yù)訂嗎？
6. May I know you departure date?
請(qǐng)問(wèn)您的離店日期是哪天？
7. How long will you stay with us?
請(qǐng)問(wèn)您住幾天？
8. How many people are there in your party?
您們一共幾個(gè)人？
9. That will be four nights.
四個(gè)晚上。
10. May I know the arrival date, please?
請(qǐng)問(wèn)哪天入??？
11. Is it just for tonight?
請(qǐng)問(wèn)只住今天一晚嗎？
12. When do you check in?
請(qǐng)問(wèn)您什么時(shí)候入??？
13. Would you like a single room or a double room?
請(qǐng)問(wèn)你想訂單人間還是雙人間？
14. What kind of room would you like/prefer?
請(qǐng)問(wèn)您喜歡什么樣的房間？
15. Would you please tell me your full name, please?
請(qǐng)問(wèn)您的全名是？
16. And your address, please?
請(qǐng)問(wèn)您的地址？
17. May I know you telephone number, Mr Smith?
史密斯先生，請(qǐng)問(wèn)您的電話號(hào)碼是？
May I know your company name and how would you like to settle your payment?請(qǐng)問(wèn)您的公司全稱及付款方式？
How would you like to guarantee your reservation?請(qǐng)問(wèn)您的擔(dān)保方式是？
May I take your credit card number or Guarantee letter for the guarantee?請(qǐng)?zhí)峁┠男庞每ㄌ?hào)碼或擔(dān)保信給我做為擔(dān)保。
18. We have a single available for those dates.
我們還有一些單人間可以接受預(yù)訂在那個(gè)時(shí)間段。
19. It’s all right for the next week.
下個(gè)星期沒(méi)有問(wèn)題。
20. We do have a vacancy for those dates.
那段時(shí)間我們可以接受預(yù)訂
21. Yes, you can have a room on Saturday.
是的，星期六您可以訂到房間。
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.
恐怕十六號(hào)后我們不能保證有房間提供給您，那段時(shí)間是我們的入住高峰期。
23. I’m sorry, but we’re fully booked for single rooms. Would you like to have a double one?
很抱歉我們的單人間已經(jīng)訂滿了，給您訂雙人間怎么樣？
24. I’m sorry, but the hotel is full on that date.
很抱歉，那天我們酒店的客房已經(jīng)住滿了。
25. I’m sorry, we don’t have any room available for that week.
很抱歉，我們那周的預(yù)訂已經(jīng)全滿了。
26. Service isn’t included in the room rate.
服務(wù)費(fèi)不包含在房費(fèi)里
3#
27. Above rate is subject 15% service expense.
以上報(bào)價(jià)需另付15%服務(wù)費(fèi)
28. We offer 10% discount for group reservation, sir.
先生，團(tuán)隊(duì)預(yù)訂可以打九折。
29. Mr.smith,let me repeat your reservation to ensure it is correct. you will arrive before……。
史密斯先生，我跟你確認(rèn)一下你的預(yù)訂內(nèi)容：你的抵達(dá)日期是。。。。。。
第二章 前臺(tái)接待
1.Have you a reservation？
您預(yù)定過(guò)了嗎？
2.The bellman will show you the way to the banquet hall.
行李員將領(lǐng)您去宴會(huì)廳
4.Would you please complete this registration form?
請(qǐng)?zhí)顚戇@張登記表
5.Could you sign your name.please?
請(qǐng)簽上您的姓名
6.May I see your passport please?
請(qǐng)出示您的護(hù)照
7.May I know your name and room mumber？
請(qǐng)告訴我您的名字與房間號(hào)碼。
8.May I have your passport or ID Card please？
請(qǐng)出示您的護(hù)照或身份證。
9.How would you like to make payment,By credit Card or By Cash?
請(qǐng)問(wèn)您想用現(xiàn)金付款還是用信用卡付款？
10.Can I have your credit card imprint?
請(qǐng)出示您的信用卡，我們需要用它來(lái)壓卡。（？）
11.Would you please pay 1000as deposit? We will return the balance to you when you check out.
請(qǐng)您付1000元押金，我們將在您退房時(shí)將余額退還您
12.Here is your room key。
這是您的房間鑰匙
13.Your room number is 246 on the second floor.
您的房間在二樓的246房。
14.Here is your key card
這是您的房卡
15.I’ll get the bellman to take your luggage up.
我會(huì)叫行李生幫您把行李送到房間
16.The bellman here will take your luggage and show you the way.
這里的行李生會(huì)為您提行李，并為您帶路
17.We’ll extend the reservation for you .
我們可以為您延長(zhǎng)預(yù)訂
18.Are you checking out today?
您今天可以結(jié)帳嗎？
19.Would you like to check out now?
您今天要退房嗎？
20.Please pay at the cashier’s desk over there
請(qǐng)到那邊帳臺(tái)付款
21.If there’s anything you need, just ring reception.
如果您需要什么，就打電話給服務(wù)臺(tái)。
22.Because of the bad weather, the swimming pool won’t be open today.
因?yàn)樘鞖獠缓?，今天游泳池不開(kāi)放。
23.The phone number of our hotel is 68718888.
我們酒店的電話號(hào)碼是68718888.
24.Please dial 9 before you dial the number.
拔號(hào)碼前請(qǐng)先拔9.
第三章 總機(jī)
1. ANSWERING INCOMING CALLS 回答打進(jìn)來(lái)的電話
FROM IN HOUSE 住店客人打來(lái)
Good morning (afternoon, evening), operator, speaking, may I help you?
您好！這里是總機(jī) ，能幫您忙嗎？
FROM OUTSIDE 外線打來(lái)
Good morning (afternoon, evening), Mei shi golf club. May I help you?
您好！美視高爾夫。
2. BEFORE TRANSFERRING CALLS 轉(zhuǎn)電話之前
Hold the line please, sir/madam, we’ll put you through to Dept./guest name.
先生/小姐，請(qǐng)您稍等，我?guī)湍尤?（部門）/接洽 （人名）。
3. WHEN THE PERSON IS SPEAKING ON THE LINE AND YOU CAN‘T PUT THE CALL THROUGH TO HIM 當(dāng)電話占線無(wú)法轉(zhuǎn)接時(shí)
I’m sorry, sir/madam, the line is busy, would you mind calling back later?
很抱歉，先生/小姐，電話占線，請(qǐng)您稍候再打。
4. WHEN GUEST SAYS THAT THE LINE TO SOMEWHERE IS ALWAYS BUSY
I’m sorry to hear that, sir/madam, may I ask him/her to call you back when the line is free?
很抱歉，先生/小姐，線路暢通后我即刻通知他/她回電給您。
I’m sorry to hear that, sir/madam, would you mind hinging up, and we will call you back when we get through to .
對(duì)不起，先生/小姐，請(qǐng)您先掛下電話，接通 之后，我們立即轉(zhuǎn)給您。
5. TELLING GUEST YOU WILL CALL HIM/HER BACK. 告訴客人你會(huì)盡快回電給他
Would you please hang up, sir/madam, we’ll call you back shortly.
先生/小姐，請(qǐng)您先掛下電話，我們會(huì)很快回電給您。
6. ASKING CALLER TO SPEAK MORE SLOWLY 請(qǐng)對(duì)方講慢些
Could you speak more slowly, please?
對(duì)不起，請(qǐng)您講慢一點(diǎn)兒，好嗎？
7. ASKING CALLER TO REPEAT 請(qǐng)對(duì)方重復(fù)一遍
Could you repeat that, please?
對(duì)不起，請(qǐng)您再說(shuō)一遍好嗎？
8. ASKING CALLER TO SPEAK LOUDER
Could you speak a little louder, please?
對(duì)不起，請(qǐng)您說(shuō)大聲點(diǎn)兒，好嗎？
9. ASKING FOR CALLER’S NAME/GUEST’S NAME
Your name please? / Who is speaking, please?
The guest’s name, please?
您貴姓？請(qǐng)問(wèn)客人姓名？
10. ASKING FOR THE NUMBER WHICH IS BEING DIALLED
What number are you calling, please?
請(qǐng)問(wèn)，您拔的號(hào)碼是什么？
11. ASKING FOR THE PLACE WHICH THE CALLER IS CALLING FROM
Where are you calling from, please?
請(qǐng)問(wèn)您從哪兒打來(lái)？
12. ASKING TO TRY ANOTHER TIME
Could you try again for me, please?
請(qǐng)您幫我試一次，好嗎？
13. ASKING FOR CHECKING SOMETHING
Could you check it for me, please?
請(qǐng)您幫我查一下，好嗎？
14. ASKING FOR WAKE-UP TIME
Could you give me a wake up please?
能給我一個(gè)叫醒服務(wù)嗎？
Sure, at what time, please?
好的，請(qǐng)問(wèn)幾點(diǎn)鐘叫早？
15. ASSURING GUEST OF THE WAKE-UP CALL
We’ll call you tomorrow morning at
And good night, Mr/Ms
我們會(huì)在明晨 點(diǎn)叫醒您；晚安， 先生/小姐
16. ANNOUNCING A WAKE-UP CALL
Good morning, Mr/Ms , this is your wake up call, have a nice day.
早上好！ 先生/小姐，叫醒服務(wù)，祝您一天愉快。
5#
17. ASKING FOR THE TYPE OF A CALL
May I know if it’s a paid call or a collect call?
May I know if it’s a person to person or a station call?
請(qǐng)問(wèn)是自付電話還是受付電話？請(qǐng)問(wèn)是叫人還是叫號(hào)？
18. TELLING GUEST COLLECT CALL CAN NOT BE STATION CALL
I’m afraid that collect call can not be station call, would you like to make it a paid call?
很抱歉，叫號(hào)電話不能受付，自付好嗎？
19. ASKING A GUEST TO DIAL DIRECTLY FROM ROOM
You may call directly from your room, sir/madam.
先生/小姐，您可以從房間直接撥電話出去。
20. ASKING GUEST IF HE/SHE ACCEPTS A COLLECT CALL
Mr/Ms There is a collect call from Mr/Ms in ,will you accept the charges?
先生/小姐，這里有 先生/小姐從 打來(lái)的受付電話，請(qǐng)問(wèn)您接嗎？
21. TELLING GUEST HOW TO MAKE DIRECT CALL
Please dial 9 first, and then dial the country code, area code and then the telephone number.
請(qǐng)先撥9，然后是國(guó)家代號(hào)，地區(qū)代號(hào)，最后是電話號(hào)碼。
22. TELLING GUEST ABOUT TELEPHONE CALL CHARGES
Good morning/afternoon/evening, it’s operator speaking, have you finished the call to ? It lasted for minutes and costs , we’ll add it to your room bill.
您好！我是酒店接線員，請(qǐng)問(wèn)電話打完了嗎？共 分鐘， 錢，我們將會(huì)把它加在您的房間帳單上。
23. GUEST ASKING FOR CALL PRICE
The price of a call to is per minute.
打去 ，每分鐘收費(fèi) 錢。
Is there any special night rate.
Yes, there is a special night rate.
No, there is no a special night rate.
請(qǐng)問(wèn)晚間有特別收費(fèi)嗎？
24. GUEST ASKING OPERATOR TO PLACE A CALL
Could you please place the call for me?
請(qǐng)幫我掛個(gè)電話好嗎？
Sure, sir/madam, the telephone number please.
當(dāng)然，先生/小姐，請(qǐng)問(wèn)號(hào)碼是多少？
25. WHEN RETURN TO CALLER
I’m sorry to keep you waiting, sir/madam.
對(duì)不起，先生/小姐，讓您久等了。
26. CALLER ASKING TO PAGE SOMEBODY
Would you please page for me?
請(qǐng)幫我傳呼 ，好嗎？
27. TELLING CALLER THE PERSON YOU PAGED DIDN’T ANSWER
I’m afraid she/he didn’t answer yet.
對(duì)不起，他/她還沒(méi)回電話。
28. TELLING CALLER YOU ARE GOING TO PAGE SOMEBODY
We’ll page hold the line please.
我們馬上傳呼 ，請(qǐng)別掛線。
29. WHEN THE PAGED PARTY GETS TO YOU
You were paged by sir/madam, now I’ll connect you with him/her, hold the line please.
- 先生/小姐傳呼您，我馬上幫您接通，請(qǐng)稍等。
30. CALLER ASKING TO LEAVE MESSAGE
Certainly, your name (co. name, Tel no.) please.
Certainly, your message please.
當(dāng)然，請(qǐng)問(wèn)貴姓？當(dāng)然請(qǐng)問(wèn)留言是……
31. ASSURING CALLER THAT YOU’LLGET THE MESSAGE TO THE GUEST
We’ll make sure that the message will be conveyed to the guest.
我們一定會(huì)把留言轉(zhuǎn)交給客人。
32. TELLING THE GUEST THERE IS A MESSAGE FOR HIM/HER
Mr/Ms here is a message for you, and the message is
先生/小姐，這兒有您的留言。
33. WHEN CALLER REPORTING EMERGENCE
May I know what the matter is so that I could inform the Duty Manager to assist you immediately.
請(qǐng)問(wèn)發(fā)生了什么事？我馬上通知大堂經(jīng)理來(lái)幫您？
34. ANSWERING GUEST’S QUESTION ABOUT THE TIME SOMEWHERE ELSE
- (country name) is hour behind/ahead of Haikou, it is am/pm in morning/afternoon.
- 比?？诳欤?，現(xiàn)在是早上（上午） 。
35. TELLING CALLER HE/SHE CAN’T GET THROUGH TO GUEST’S ROOM DIRECTLY
I’m afraid all calls to guest room must go through the operator.
對(duì)不起，所有打到客房的電話都要通過(guò)我們接線生轉(zhuǎn)。
36. WHEN YOU WANT TO SPEAK TO SOMEONE
May I speak to , please?
請(qǐng)問(wèn)， 在嗎？
37. CALLER/GUEST COMPLAINING ABOUT THE LINE
The line was bad 線路有故障
The line was noisy 線路有噪音
The voice was too faint to here 聲音太輕，聽(tīng)不見(jiàn)
I was cut off in the middle of the call 我講了一半電話就斷了
There was a lot of interference on the line. 線路干擾很多
I had a crossed line 電話串線了
38. HANDLING COMPLAINTS
I’m sorry to hear that, sir/madam.
I’m sorry for that, sir/madam. I’ll let the person in charge know.
很抱歉，先生/小姐，我馬上通知有關(guān)人員。
I’ll inform the Duty Manager to assist you.
我馬上通知大堂經(jīng)理來(lái)幫您（來(lái)處理）。
39. COURTESY WORDS
Thank you sir/madam 謝謝您，先生/小姐。
You’re welcome, sir/madam
It’s my pleasure 不客氣，先生/小姐。
Yes, we’ll be glad to help you
No, I’m afraid that, sir/madam 很抱歉，我們恐怕不能（沒(méi)有）。
Excuse me
Pardon me對(duì)不起，請(qǐng)?jiān)僬f(shuō)一遍。
第四章 行李員
Are these your baggage？
這些是您的行李嗎？
May I take them for you？
我來(lái)幫您拿好嗎？
Please show me your room key。
請(qǐng)讓我看看你的房間鑰匙
This way please
請(qǐng)走這邊
Your entire luggage is here,seven pieces in all.
您的行李都在這里,共七件.
May I show you the room facilities？
我給您介紹一下房間的設(shè)施好嗎？
Here is a brochure explaining hotel services.
這里有個(gè)小冊(cè)子介紹飯店各項(xiàng)服務(wù)
If you want to have your room cleaned extra quickly,please hang the Cleaning Sign on the door.
如果您希望您的房間早些整理好，請(qǐng)將這“請(qǐng)打掃”的牌子掛在門上
There is a recreation center on the ground floor.
一樓有一個(gè)娛樂(lè)中心
Shall I turn the cooling up?
我把冷氣開(kāi)大些，好嗎？
Shall I turn the heating down?
我把暖氣開(kāi)小些，好嗎？
Your bags will be kept at the bell captain’s desk.
你的包將存放在行李處。
Could you come down to the bell captain’s Desk with your claim tag to pick up your bags?
請(qǐng)您拿著行李牌，來(lái)行李部取您的包。
We have a sauna bath with a massage service there.,too.
在那里還有桑拿浴室并提供按摩服務(wù)。
If you want a taxi,you can ask the reception to get one for you.
如果您要出租車，您可以請(qǐng)服務(wù)臺(tái)為您叫一輛。
第一部分 前廳
Part one FRONT OFFICE
Unit one Making a Reservation/Advance Reservation
第一章 預(yù)訂
Key Sentences例句
1. Good morning/evening. Reservation. May I help you?
早上好/晚上好，這里是...酒店客房預(yù)訂部，請(qǐng)問(wèn)需要什么幫忙嗎？
2. What can I do for you?
我能為您幫什么忙嗎？
3. Hold on line, please. Could you please hold on?
請(qǐng)稍等（電話中） 請(qǐng)稍等，好嗎？
4. Could you wait a minute, please?
請(qǐng)稍等，好嗎？
5. Are you with a company?
您是公司預(yù)訂嗎？
6. May I know you departure date?
請(qǐng)問(wèn)您的離店日期是哪天？
7. How long will you stay with us?
請(qǐng)問(wèn)您住幾天？
8. How many people are there in your party?
您們一共幾個(gè)人？
9. That will be four nights.
四個(gè)晚上。
10. May I know the arrival date, please?
請(qǐng)問(wèn)哪天入??？
11. Is it just for tonight?
請(qǐng)問(wèn)只住今天一晚嗎？
12. When do you check in?
請(qǐng)問(wèn)您什么時(shí)候入??？
13. Would you like a single room or a double room?
請(qǐng)問(wèn)你想訂單人間還是雙人間？
14. What kind of room would you like/prefer?
請(qǐng)問(wèn)您喜歡什么樣的房間？
15. Would you please tell me your full name, please?
請(qǐng)問(wèn)您的全名是？
16. And your address, please?
請(qǐng)問(wèn)您的地址？
17. May I know you telephone number, Mr Smith?
史密斯先生，請(qǐng)問(wèn)您的電話號(hào)碼是？
May I know your company name and how would you like to settle your payment?請(qǐng)問(wèn)您的公司全稱及付款方式？
How would you like to guarantee your reservation?請(qǐng)問(wèn)您的擔(dān)保方式是？
May I take your credit card number or Guarantee letter for the guarantee?請(qǐng)?zhí)峁┠男庞每ㄌ?hào)碼或擔(dān)保信給我做為擔(dān)保。
18. We have a single available for those dates.
我們還有一些單人間可以接受預(yù)訂在那個(gè)時(shí)間段。
19. It’s all right for the next week.
下個(gè)星期沒(méi)有問(wèn)題。
20. We do have a vacancy for those dates.
那段時(shí)間我們可以接受預(yù)訂
21. Yes, you can have a room on Saturday.
是的，星期六您可以訂到房間。
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.
恐怕十六號(hào)后我們不能保證有房間提供給您，那段時(shí)間是我們的入住高峰期。
23. I’m sorry, but we’re fully booked for single rooms. Would you like to have a double one?
很抱歉我們的單人間已經(jīng)訂滿了，給您訂雙人間怎么樣？
24. I’m sorry, but the hotel is full on that date.
很抱歉，那天我們酒店的客房已經(jīng)住滿了。
25. I’m sorry, we don’t have any room available for that week.
很抱歉，我們那周的預(yù)訂已經(jīng)全滿了。
26. Service isn’t included in the room rate.
服務(wù)費(fèi)不包含在房費(fèi)里
3#
27. Above rate is subject 15% service expense.
以上報(bào)價(jià)需另付15%服務(wù)費(fèi)
28. We offer 10% discount for group reservation, sir.
先生，團(tuán)隊(duì)預(yù)訂可以打九折。
29. Mr.smith,let me repeat your reservation to ensure it is correct. you will arrive before……。
史密斯先生，我跟你確認(rèn)一下你的預(yù)訂內(nèi)容：你的抵達(dá)日期是。。。。。。
第二章 前臺(tái)接待
1.Have you a reservation？
您預(yù)定過(guò)了嗎？
2.The bellman will show you the way to the banquet hall.
行李員將領(lǐng)您去宴會(huì)廳
4.Would you please complete this registration form?
請(qǐng)?zhí)顚戇@張登記表
5.Could you sign your name.please?
請(qǐng)簽上您的姓名
6.May I see your passport please?
請(qǐng)出示您的護(hù)照
7.May I know your name and room mumber？
請(qǐng)告訴我您的名字與房間號(hào)碼。
8.May I have your passport or ID Card please？
請(qǐng)出示您的護(hù)照或身份證。
9.How would you like to make payment,By credit Card or By Cash?
請(qǐng)問(wèn)您想用現(xiàn)金付款還是用信用卡付款？
10.Can I have your credit card imprint?
請(qǐng)出示您的信用卡，我們需要用它來(lái)壓卡。（？）
11.Would you please pay 1000as deposit? We will return the balance to you when you check out.
請(qǐng)您付1000元押金，我們將在您退房時(shí)將余額退還您
12.Here is your room key。
這是您的房間鑰匙
13.Your room number is 246 on the second floor.
您的房間在二樓的246房。
14.Here is your key card
這是您的房卡
15.I’ll get the bellman to take your luggage up.
我會(huì)叫行李生幫您把行李送到房間
16.The bellman here will take your luggage and show you the way.
這里的行李生會(huì)為您提行李，并為您帶路
17.We’ll extend the reservation for you .
我們可以為您延長(zhǎng)預(yù)訂
18.Are you checking out today?
您今天可以結(jié)帳嗎？
19.Would you like to check out now?
您今天要退房嗎？
20.Please pay at the cashier’s desk over there
請(qǐng)到那邊帳臺(tái)付款
21.If there’s anything you need, just ring reception.
如果您需要什么，就打電話給服務(wù)臺(tái)。
22.Because of the bad weather, the swimming pool won’t be open today.
因?yàn)樘鞖獠缓?，今天游泳池不開(kāi)放。
23.The phone number of our hotel is 68718888.
我們酒店的電話號(hào)碼是68718888.
24.Please dial 9 before you dial the number.
拔號(hào)碼前請(qǐng)先拔9.
第三章 總機(jī)
1. ANSWERING INCOMING CALLS 回答打進(jìn)來(lái)的電話
FROM IN HOUSE 住店客人打來(lái)
Good morning (afternoon, evening), operator, speaking, may I help you?
您好！這里是總機(jī) ，能幫您忙嗎？
FROM OUTSIDE 外線打來(lái)
Good morning (afternoon, evening), Mei shi golf club. May I help you?
您好！美視高爾夫。
2. BEFORE TRANSFERRING CALLS 轉(zhuǎn)電話之前
Hold the line please, sir/madam, we’ll put you through to Dept./guest name.
先生/小姐，請(qǐng)您稍等，我?guī)湍尤?（部門）/接洽 （人名）。
3. WHEN THE PERSON IS SPEAKING ON THE LINE AND YOU CAN‘T PUT THE CALL THROUGH TO HIM 當(dāng)電話占線無(wú)法轉(zhuǎn)接時(shí)
I’m sorry, sir/madam, the line is busy, would you mind calling back later?
很抱歉，先生/小姐，電話占線，請(qǐng)您稍候再打。
4. WHEN GUEST SAYS THAT THE LINE TO SOMEWHERE IS ALWAYS BUSY
I’m sorry to hear that, sir/madam, may I ask him/her to call you back when the line is free?
很抱歉，先生/小姐，線路暢通后我即刻通知他/她回電給您。
I’m sorry to hear that, sir/madam, would you mind hinging up, and we will call you back when we get through to .
對(duì)不起，先生/小姐，請(qǐng)您先掛下電話，接通 之后，我們立即轉(zhuǎn)給您。
5. TELLING GUEST YOU WILL CALL HIM/HER BACK. 告訴客人你會(huì)盡快回電給他
Would you please hang up, sir/madam, we’ll call you back shortly.
先生/小姐，請(qǐng)您先掛下電話，我們會(huì)很快回電給您。
6. ASKING CALLER TO SPEAK MORE SLOWLY 請(qǐng)對(duì)方講慢些
Could you speak more slowly, please?
對(duì)不起，請(qǐng)您講慢一點(diǎn)兒，好嗎？
7. ASKING CALLER TO REPEAT 請(qǐng)對(duì)方重復(fù)一遍
Could you repeat that, please?
對(duì)不起，請(qǐng)您再說(shuō)一遍好嗎？
8. ASKING CALLER TO SPEAK LOUDER
Could you speak a little louder, please?
對(duì)不起，請(qǐng)您說(shuō)大聲點(diǎn)兒，好嗎？
9. ASKING FOR CALLER’S NAME/GUEST’S NAME
Your name please? / Who is speaking, please?
The guest’s name, please?
您貴姓？請(qǐng)問(wèn)客人姓名？
10. ASKING FOR THE NUMBER WHICH IS BEING DIALLED
What number are you calling, please?
請(qǐng)問(wèn)，您拔的號(hào)碼是什么？
11. ASKING FOR THE PLACE WHICH THE CALLER IS CALLING FROM
Where are you calling from, please?
請(qǐng)問(wèn)您從哪兒打來(lái)？
12. ASKING TO TRY ANOTHER TIME
Could you try again for me, please?
請(qǐng)您幫我試一次，好嗎？
13. ASKING FOR CHECKING SOMETHING
Could you check it for me, please?
請(qǐng)您幫我查一下，好嗎？
14. ASKING FOR WAKE-UP TIME
Could you give me a wake up please?
能給我一個(gè)叫醒服務(wù)嗎？
Sure, at what time, please?
好的，請(qǐng)問(wèn)幾點(diǎn)鐘叫早？
15. ASSURING GUEST OF THE WAKE-UP CALL
We’ll call you tomorrow morning at
And good night, Mr/Ms
我們會(huì)在明晨 點(diǎn)叫醒您；晚安， 先生/小姐
16. ANNOUNCING A WAKE-UP CALL
Good morning, Mr/Ms , this is your wake up call, have a nice day.
早上好！ 先生/小姐，叫醒服務(wù)，祝您一天愉快。
5#
17. ASKING FOR THE TYPE OF A CALL
May I know if it’s a paid call or a collect call?
May I know if it’s a person to person or a station call?
請(qǐng)問(wèn)是自付電話還是受付電話？請(qǐng)問(wèn)是叫人還是叫號(hào)？
18. TELLING GUEST COLLECT CALL CAN NOT BE STATION CALL
I’m afraid that collect call can not be station call, would you like to make it a paid call?
很抱歉，叫號(hào)電話不能受付，自付好嗎？
19. ASKING A GUEST TO DIAL DIRECTLY FROM ROOM
You may call directly from your room, sir/madam.
先生/小姐，您可以從房間直接撥電話出去。
20. ASKING GUEST IF HE/SHE ACCEPTS A COLLECT CALL
Mr/Ms There is a collect call from Mr/Ms in ,will you accept the charges?
先生/小姐，這里有 先生/小姐從 打來(lái)的受付電話，請(qǐng)問(wèn)您接嗎？
21. TELLING GUEST HOW TO MAKE DIRECT CALL
Please dial 9 first, and then dial the country code, area code and then the telephone number.
請(qǐng)先撥9，然后是國(guó)家代號(hào)，地區(qū)代號(hào)，最后是電話號(hào)碼。
22. TELLING GUEST ABOUT TELEPHONE CALL CHARGES
Good morning/afternoon/evening, it’s operator speaking, have you finished the call to ? It lasted for minutes and costs , we’ll add it to your room bill.
您好！我是酒店接線員，請(qǐng)問(wèn)電話打完了嗎？共 分鐘， 錢，我們將會(huì)把它加在您的房間帳單上。
23. GUEST ASKING FOR CALL PRICE
The price of a call to is per minute.
打去 ，每分鐘收費(fèi) 錢。
Is there any special night rate.
Yes, there is a special night rate.
No, there is no a special night rate.
請(qǐng)問(wèn)晚間有特別收費(fèi)嗎？
24. GUEST ASKING OPERATOR TO PLACE A CALL
Could you please place the call for me?
請(qǐng)幫我掛個(gè)電話好嗎？
Sure, sir/madam, the telephone number please.
當(dāng)然，先生/小姐，請(qǐng)問(wèn)號(hào)碼是多少？
25. WHEN RETURN TO CALLER
I’m sorry to keep you waiting, sir/madam.
對(duì)不起，先生/小姐，讓您久等了。
26. CALLER ASKING TO PAGE SOMEBODY
Would you please page for me?
請(qǐng)幫我傳呼 ，好嗎？
27. TELLING CALLER THE PERSON YOU PAGED DIDN’T ANSWER
I’m afraid she/he didn’t answer yet.
對(duì)不起，他/她還沒(méi)回電話。
28. TELLING CALLER YOU ARE GOING TO PAGE SOMEBODY
We’ll page hold the line please.
我們馬上傳呼 ，請(qǐng)別掛線。
29. WHEN THE PAGED PARTY GETS TO YOU
You were paged by sir/madam, now I’ll connect you with him/her, hold the line please.
- 先生/小姐傳呼您，我馬上幫您接通，請(qǐng)稍等。
30. CALLER ASKING TO LEAVE MESSAGE
Certainly, your name (co. name, Tel no.) please.
Certainly, your message please.
當(dāng)然，請(qǐng)問(wèn)貴姓？當(dāng)然請(qǐng)問(wèn)留言是……
31. ASSURING CALLER THAT YOU’LLGET THE MESSAGE TO THE GUEST
We’ll make sure that the message will be conveyed to the guest.
我們一定會(huì)把留言轉(zhuǎn)交給客人。
32. TELLING THE GUEST THERE IS A MESSAGE FOR HIM/HER
Mr/Ms here is a message for you, and the message is
先生/小姐，這兒有您的留言。
33. WHEN CALLER REPORTING EMERGENCE
May I know what the matter is so that I could inform the Duty Manager to assist you immediately.
請(qǐng)問(wèn)發(fā)生了什么事？我馬上通知大堂經(jīng)理來(lái)幫您？
34. ANSWERING GUEST’S QUESTION ABOUT THE TIME SOMEWHERE ELSE
- (country name) is hour behind/ahead of Haikou, it is am/pm in morning/afternoon.
- 比?？诳欤?，現(xiàn)在是早上（上午） 。
35. TELLING CALLER HE/SHE CAN’T GET THROUGH TO GUEST’S ROOM DIRECTLY
I’m afraid all calls to guest room must go through the operator.
對(duì)不起，所有打到客房的電話都要通過(guò)我們接線生轉(zhuǎn)。
36. WHEN YOU WANT TO SPEAK TO SOMEONE
May I speak to , please?
請(qǐng)問(wèn)， 在嗎？
37. CALLER/GUEST COMPLAINING ABOUT THE LINE
The line was bad 線路有故障
The line was noisy 線路有噪音
The voice was too faint to here 聲音太輕，聽(tīng)不見(jiàn)
I was cut off in the middle of the call 我講了一半電話就斷了
There was a lot of interference on the line. 線路干擾很多
I had a crossed line 電話串線了
38. HANDLING COMPLAINTS
I’m sorry to hear that, sir/madam.
I’m sorry for that, sir/madam. I’ll let the person in charge know.
很抱歉，先生/小姐，我馬上通知有關(guān)人員。
I’ll inform the Duty Manager to assist you.
我馬上通知大堂經(jīng)理來(lái)幫您（來(lái)處理）。
39. COURTESY WORDS
Thank you sir/madam 謝謝您，先生/小姐。
You’re welcome, sir/madam
It’s my pleasure 不客氣，先生/小姐。
Yes, we’ll be glad to help you
No, I’m afraid that, sir/madam 很抱歉，我們恐怕不能（沒(méi)有）。
Excuse me
Pardon me對(duì)不起，請(qǐng)?jiān)僬f(shuō)一遍。
第四章 行李員
Are these your baggage？
這些是您的行李嗎？
May I take them for you？
我來(lái)幫您拿好嗎？
Please show me your room key。
請(qǐng)讓我看看你的房間鑰匙
This way please
請(qǐng)走這邊
Your entire luggage is here,seven pieces in all.
您的行李都在這里,共七件.
May I show you the room facilities？
我給您介紹一下房間的設(shè)施好嗎？
Here is a brochure explaining hotel services.
這里有個(gè)小冊(cè)子介紹飯店各項(xiàng)服務(wù)
If you want to have your room cleaned extra quickly,please hang the Cleaning Sign on the door.
如果您希望您的房間早些整理好，請(qǐng)將這“請(qǐng)打掃”的牌子掛在門上
There is a recreation center on the ground floor.
一樓有一個(gè)娛樂(lè)中心
Shall I turn the cooling up?
我把冷氣開(kāi)大些，好嗎？
Shall I turn the heating down?
我把暖氣開(kāi)小些，好嗎？
Your bags will be kept at the bell captain’s desk.
你的包將存放在行李處。
Could you come down to the bell captain’s Desk with your claim tag to pick up your bags?
請(qǐng)您拿著行李牌，來(lái)行李部取您的包。
We have a sauna bath with a massage service there.,too.
在那里還有桑拿浴室并提供按摩服務(wù)。
If you want a taxi,you can ask the reception to get one for you.
如果您要出租車，您可以請(qǐng)服務(wù)臺(tái)為您叫一輛。