文档介绍：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。
概述
第1页/共21页
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？
第2页/共21页
不说OK, Sure, Yeah等，而要说Certainly, Sir.
Hey, uh-huh, Hang on 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.
注意
在招呼客人时，最好说“Excuse me, Sir(Ms)”, 不要直接
. 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.
第3页/共21页
基本待客英语
基本句型
招呼语
回答
May I ...?
Could you ...?
Would you ... ?
Shall I ... ?
第4页/共21页
May I ...
自己要做什么事时，使用May I ...
May I have your name, please?
May I see your passport, please?
May I know your nationality, please?
国籍
第5页/共21页
Could you ...
麻烦客人时，可使用Could you ...
Could you fill out the form, please?
Could you write that down, please?
Could you draft the fax, please?
Could you hold the line, please?
第6页/共21页
Would you ...
询问客人的喜好或做什么时，使用Would you ...
Would you like tea or coffee?
Would you like to take a taxi?
Would you mind sitting here?
第7页/共21页
Shall I...
提供建议协助、征求意见时，可使用Shall I...
Shall I draw the curtains?
Shall I draw you a map?
Shall I make the reservation for you?
第8页/共21页
Good morning.
Good afternoon.
Good evening.
Good morning, sir. Are you checking-out?
Good afternoon, sir. Welcome to LI JIA Hotel.
Good evening, Ms. May I help you?
Good morning, sir. This is the Front Desk.
May I help you?
招呼语
中午之前
中午至下午六点以前
下午六点过后
第9页/共21页
回答
一般性的回答
I see, sir.
Certainly, sir.
请对方再等一会儿
Just a moment, please.
Thank you for waiting.
I am very sorry to have kept you waiting.
Could you wait a little longer, please?
第10页/共21页