前台英语接待口语培训

酒店前台接待英语2008-03-26 13:51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？ 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) （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

1、Good morning/afternoon!早上好/下午好2、Hi! Can I help you?/How can I help you?/Are you being helped?您好!你有什么事吗?3、Did you make an appointment with him/her?你跟他/她预约了吗?4、What's your name?你叫什么名字?5、How to spell your name?怎么拼写你的名字?6、May I see your ID, please?你有证件吗?7、Give me one second please. 请稍等8、One moment please, let me call him/her first.稍等,我给他/她打个电话.9、I'm sorry. He is busy right now. Would you like to call back later?对不起.他正忙.您过一会再打来好吗?前台接待：前台接待，又叫行政前台，归属公司行政部管辖，它是现代企业职位之一，通常主要负责客户的来访及登记、电话转接等事务。前台接待相关工作：迎候来宾、判断来宾意向并与接待、办理相关手续、接听来电、回访常见问题。岗位职责：⒈服从接待处经理、主任之工作安排。⒉异常特殊事情必须向上级汇报。⒊随时接受上司委派之任何工作。⒋做好关于客人资料之收集和存档工作，并对有关资料进行核查。⒌接待宾客、及时处理客人在酒店内遇到的困难和要求，提供相应的服务和必要的协助。⒍提供查询服务，但切记不要随便将客人资料告知他人。⒎打印各种营业报表。⒏注意酒店内的各种宣传活动。⒐推销客房及酒店各项设施及服务。⒑参加接待员例会，有问题及时解决，发扬主人翁精神和责任感。

一、预订服务 　　Good morning. This is Room reservation. May I help you? 　　早上好，客房 预订处，我能为您做什么？ 　　What kind of room would you like to reserve ? 　　您想订哪种类型的房间? 　　A single room or a double room ? 　　要单人间还是双人房间？ 　　For which dates do you want to book the rooms ? 　　您想订哪几天的房间呢？ 　　What time will you be arriving? 　　您将在何时到达？ 　　May I know your name ? 　　您能告诉我您的名字吗？ 　　How long will you be staying? 　　您将要住多久？ 　　I’d like to confirm your reservation. 　　我要确认一下您的预订。 　　I’ll check the room availability. 　　我查查客房预订情况。 　　You should pay a deposit of US$1000 beforehand . 　　您应预期付1000美元的定金。 　　There is a 10 per cent discount . 　　10%的折扣。 　　二、接待服务 　　What kind of room would you be prefer? 　　您要什么样的房间？ 　　Have you got a booking? 　　您预订了吗？ 　　A single room or a double room? 　　要单人间还是双人房间？ 　　A double room costs 368 Yuan per night . 　　双人房的房价是每晚368元。 　　Breakfast is also included. 　　早餐也包括在内。 　　May I see your passport? 　　我能看一下您的护照吗？ 　　Could you fill in this form, please? 　　请您填一下这张登记表好吗？ 　　This is your room card and room key? 　　这是您的房卡和房间钥匙。 　　Could you sign your name, please? 　　请您签一下名，好吗？ 　　If you leave after 6:00 p.m , you’ll have to pay the full account. 　　晚上六点以后退房,按全天收费计算. 　　You’ll have to register individually, please. 　　请你们分开登记。 　　How would you like to pay , sir , in cash or by credit card ? 　　先生，请问您是用现金付款还是用信用卡付账？ 　　I feel terribly sorry . this is the busiest season and all kinds of rooms are fully booked. 　　非常抱歉，这个季节人多，各种房间都订满了。 　　Do you know which unit is responsible for the reception? 　　您知道您是由哪个单位负责接待的吗？ 　　Could you keep your room key until you check out ? 　　请您在住宿期间自己保管钥匙，直到结帐离开。 　　三、收银服务 　　Here is your bill . It’s 2000 Yuan in all. 　　这是您的账单。总共2000元。 　　How would you like to pay , sir , in cash or by credit card ? 　　先生，请问您是用现金付款还是用信用卡付账？ 　　Please check it and sign here. 　　请核对一下，在这里签个字。 　　I will write out a receipt for you . 　　我给您开一张收据。 　　May I check the details for you , please? 　　我能为您核对账单上的详细内容吗？ 　　Do you have any charges for this morning? 　　您今天是否挂帐用酒店的服务? 　　We’ll have to charge you $10 extra. 　　我们要向您额外收10美元。 　　Did you make any phone calls from room, sir? 　　先生，您从房间打过电话吗？ 　　Excuse me , sir , but I don’t think that will be enough. 　　先生，对不起，我认为钱数不够。 　　I am sorry ,sir ,there has been an error in your bill .Please wait a minute while I correct it . 　　对不起，先生，您的`帐单算错了。请稍候，我马上把它改过来。 　　Is your baggage down yet, sir ? Could you check out after your baggage have been brought down, please? 　　先生，您的行李拿下来了吗？能请您在行李拿下来后再结帐吗？ 　　Sorry , your credit card has been stopped paying . According to the regulations of bank, it must be cancelled. 　　对不起,您的信用卡已经止付。根据银行规定要取消。 　　四、兑换外币 　　The rates of exchange are on the board there . 　　今天的兑换牌价在那里的牌子上。 　　How much would you like to change? 　　您要换多少？ 　　It’s 8.10 Yuan RMB for one US dollar? 　　1美元兑换8.10元人民币。