文档介绍：酒店英语
目录
一、
Front Office 前台
二、
Housekeeping 客房
三、
Food & Beverage 餐饮
LOGO
四、
Other Severices 其他服务
Housekee Laura. After you. 这是您的房间劳拉女士您先请
G: Thank
M: Show I put your luggage here 我把您的行李放在这里好吗
G: Ok thank
M: Here is the safe. You'll find its instruction in our service 's by the
G: Great Thank
M:Anything else Ican do for you还需要我为您做什么吗
G: No
M: I'm always at your service . Have a nice day. Good-bye我随时乐意为您服务劳拉女士祝您愉快再见
Room Cleaning 清理房间
LOGO
一、清理房间基本礼仪
如门上有“请勿打扰DND”的字牌则不应进房
进房前一定要先按门铃或轻敲房门即使是空房也应如此以防房内有客人
I clean your room now
不要触摸客人的贵重物品也不要随意移动客人的物品必要时需先征得客人同意May I move that
背景常识须知
Room Cleaning 清理房间
LOGO
二、对客人的回应
一般性的回答
I see sir.
Certainly sir.
请对方等候
Just a moment please.
Thank you for your waiting sir.
Sorry to have kept you waiting.
Could you wait a little longer please
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.”要委婉一些如：
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. 不好意思先生麻烦您让我过一下
背景常识须知
Room Cleaning 清理房间
LOGO
道歉
如果是自己的错就说“I am sorry.” 如果是酒店的错就说“We are sorry.” 注意态度要诚恳
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 should apologize for the mistake. 为这个错误我深致歉意
客人对自己说“Thank you.”时可以说：
You are welcome. 不客气
My please. 我很乐意
交给客人某些东西是可以说：
Here you are./ Here it is. 给您
Here is your room key. 这是您的房间钥匙
背景常识须知
I am sorry
句型精选
LOGO
一、请求清理房间
Turn-down service. May I come in
收拾房间了我可以进来吗
I come back later sir
先生要我等会儿再来吗
time would be better for you
您什么时间更合适呢
call the Front Desk when you want your room done.
当您需要清理房间时请给前台打电话
句型精选
LOGO
二、进房清理
May I vacuum the room now
我可以吸尘吗
I tidy up your desk
我帮您整理一下书桌好吗
I move this
我可以移动这个吗
go ahead.
好的请吧
情景对话
LOGO
M：Mary 玛丽 G：Guest 旅客
M: Knocking the I come in
我是客房服务员可以进来吗
G:Come in please.
请进
M