总机英语资料..doc

PAGE PAGE 1 房务部总机 （英语） HOTEL Courtesy English (酒店用语) Greeting (打招呼) Good morning (00:00—12:00) Sir/ Mr. xxx/ Gentleman (先生，早上好) Good afternoon (12:00—18:00),Madam/Ladies/Gentlemen (小姐、女士、先生) Good evening,(18:00—0:00) Madam/Ladies/Gentlemen (先生，下午好) Welcome to O Hotel (欢迎到乐饭店) How are you today? Fine, thanks. How about you? （您好！我很好，谢谢，你呢？） Nice to meet you . Nice to meet you, too(Just so go) （很高兴见到您, 我也是（彼此）） I’m very well. Thank you. （我很好，谢谢！） 2.Courtesy phraseology (礼貌用语) Please （请） Thank you . / Thank you so much. （谢谢/多谢） Welcome to our hotel again. (欢迎下次光临) You’re welcome. / Don’t mention it. （不用客气/愿为你效劳） That’s all right. /It doesn’t matter./It’s nothing. (劳驾，不好意思) 3.Make apologize (道歉) I’m sorry about this. (对此我感到很抱歉) I’m terribly sorry, Madam/Sir. There could have been some mistakes. I’ll look into the matter at once. (先生/女士，非常抱歉，可能出差错了，我会马上检查一下) I’ll speak to my supervisor/manager. (我会告诉主管/经理) Please accept out apologies. (请接受我们的道歉) Thank you for your precious/valuable suggestion. (谢谢您的宝贵意见) Thank you for telling us, Sir/Madam. (谢谢你的意见，先生、女士) 4.When you don’t understand or couldn’t handle (当你不懂或不能应付的时候) Beg your pardon, Sir/Madam. (先生、女士，请你再重复一遍) Pardon, Sir/Madam. (先生、女士，请你再重复一遍) I’m sorry, Madam. Could you please show me? (对不起女士，您能让我看看吗？) I’m sorry, Sir. I don’t understand or could you say that again, please? （对不起先生，我还不明白，请再说一次好吗？） I’ll get my supervisor to help you at once. (我马上请主管来帮您) 5.Answering a guest’s call (回答客人) Yes, Sir/Madam. (是有先生、女士) May/Can I help you? （我能帮忙吗？先生） What can I do for you? Sorry to have kept you waiting, Sir/Madam. (先生/女士，抱歉让你久等了) 6.When a guest asks for something which you can prove (当客人要求的东西，你能提供时) Certainly, Sir/ Madam. (当然可以，先生/女士) I’ll get it right away, Sir/Madam. (我马上拿来，先生/女士) Immediately, Sir/Madam. (马上来，先生/小姐) 7.To say “No”to g guest’s request or enquiry. (婉拒客人要求时) I’m sorry, Sir, We are not permitted to do this. (抱歉先生，我们不充许这样做) I’m afraid it’s against hotel policy.