2020/08/21 19:36 · 动态 ·  原创文章 · 0 次浏览阅读 · 酒店日常用语英语:酒店前台接待日常用语已关闭评论




  第一部分 问候

  1. Welcome to haiyatt garden Hotel . I’m ***, what should I call you, please?


  2. Good morning/afternoon/evening, Sir/Madame. What can I do for you?


  3. My name is ***, is there anything else I can do for you, just let me know.


  4.If you have any problems, please feel free to contact us .


  Part 2 Helping to Check-in

  第二部分 帮助入住

  1.Please have a seat for a while I’ll help you with the check-in procedure.


  2. Would you please give me your passport and credit card ?, I’ll return them to you right away after the check-in procedure.


  3. How many nights will you stay this time?


  4. Which room would you like, smoking room or non-smoking room?


  5. Excuse me, Sir/Madame. How would you like to pay the deposit, together or separately?


  Here is your room key and the breakfast coupon. Would you please sign here?


  7. Here are your passport and the credit card . You can go up to the room now I hope you enjoy your stay with us..


  Part 3 Providing Service During Staying

  第三部分 居停期间提供服务

  Regular Service常规服务

  (1) Please wait a second. I’ll transfer it for you. .


  (2) Because so please be careful.


  Internet Service网络服务

  There is free broadband Internet access in every room , connector plug is on the desk.


  (2) There is a little trouble in the computer service center, so the Internet is disconnected temporarily. Please wait a while, It’ll be recovered soon.


  (3) Ok, I’ll arrange a computer engineer to help you.


  About the Laundry关于洗衣

  The laundry collected between 8am to 6pm will be returned at midnight on the same day ;while the one collected between 6pm to 8 am will be returned at 2pm on the next day.


  For the laundry, the regular service is within 8 hours and the express service is within 5hours.


  (3) There is a stain on your clothes, and we’ll try our best to get rid of it . However, I can’t guarantee that we can remove it totally.


  (4)--- Could you send someone up for my laundry, please?


  ===Certainly, sir. Our room attendant will be up in a minute.


  Medical Service医疗服务

  (1) You don’t look very well today. What seems to be wrong ?

  你看上去有些不舒服, 还好吧 ?

  (2) I feel dizzy and have a sore throat besides , I can not sleep well recently?

  我感到头晕,喉咙痛。 还有,最近都睡不好。

  (3) Don’t worry , I will arrange a doctor to look after you .


  (4) Any other symptoms? Like stomach ache, coughing, or nausea?


  (5) The doctor said you have got the flu. She’ll prescribe some medicine for you .take two tablets at a time, three times a day. You’d better stay in bed for one or two days.

  医生说你感冒了。 她会给你开药。这药每次吃两片,每天三次,并建议你最好在床上休息一两天。

  (6) ---Are they strong?

  ==Yes. They may make you a little drowsy. By the way, you should be sure to take them after you eat.



  (7) Can you give me some medicine for heartburn?


  (8) I’m afraid the doctor can’t give you medicine for that unless you tell her about your history of stomach ache?


  (9) Well, I do have gastritis for two years.


  (10) Since your blood pressure is higher than normal, could you tell the doctor whether you have diabetes?


  (11)How is the acid in your stomach? Is the acid feeling very strong?


  (12) Are you taking other medicine at present? Please let us know just in case of chemical reaction. .


  (13) Are you feeling better now, Sir?


  (14)---What happened to your leg, Sir?

  先生,你的腿怎么呢 ?

  ==I tripped and fell in the bathroom.


  ---Please don’t worry, I’ll ask the doctor to go to see you right away.


  Part 4 Apologize

  第四部分 道歉

  1. I’m very sorry. There could have been a mistake, and I do apologize for that.


  2. I assure you it won’t happen again.


  3. I do apologize for inconvenience on behalf of our hotel.


  4. I’m sorry to tell you that your medicine bottle (cosmetic bottle) was broken by accident . I sincerely apologize for that.


  5. I’m sorry to hear that. That’s unusual. I’ll look into the matter at once.


  6. I’m very sorry .I hope you’re not hurt Please forgive me..


  7. I deeply apologize Madam, would you care to send this dress for dry-cleaning? No charge of course.


  8. I’m terribly sorry Please do accept our apology. We’ll do our best..


  9. I’m sorry for that. I will ask the repairman to fix it now.


  Part 5 The Damage

  第五部分 赔 偿

  1. I’m afraid you’ll have to pay for the damage.恐怕您得赔偿损失。

  I’m afraid you have to pay for the broken chair according to the hotel policy.


  The indemnity for the burned carpet is 100 Yuan.


  I’m sorry to inform you that we have to charge you 100 Yuan for the bloodstains

  on your bed linen.


  Part 6 Expressing Appreciation

  第六部分 道谢

  1. Thank you for your kind understanding.


  2. I would like to thank you for your great support for our hotel.


  Part 7 Say Goodbye

  第七部分 道别

  1. Wish you a pleasant journey! 祝您旅途愉快!

  2. On the house Sir, .I assure you that everything will be right next time you come.


  3. I’m looking forward to seeing you again. Good luck!


  Good Bye, and hope to see you again.再见,希望再见到您



  Seating The Guest

  (W: waiter, G: guest)

  W: Good evening, sir. Welcome to African Deck!晚上好,先生.欢迎光临菲菲酒廊!

  G: Good evening,. I’d like a table for 4.晚上好,我要一张四人桌。

  W: A table for 4, would you come this way, please? Be careful of the steps.

  Would you like to sit here?/ How about this table? 一张四人桌,好的。这边请,小心台阶。坐这里好吗?

  G: It’s fine, thank you. 好的,谢谢。

  W: You’re welcome. Sit down, please. I’ll bring the menu, sir. 不客气,请坐。我去拿菜单。

  注:1 客人到来,首先要打招呼:Good morning/afternoon/evening,, welcome to African Deck !等等的问候语,要让客人感觉到热情。

  2 若客人未说来客人数,可主动问询:How many people do you have?/ How many people are there in your party?(您一行有多少人呢?)等,以便引客入位。

  3 引客入座,要走在客人的前方,身体稍侧,随时注意客人的情况,可提醒:Would you come this way?(这边请)/Follow me, please. Be careful of the steps.(请跟我来,小心台阶)等

  4服务时注意要使用正规的口语,对客人勿说,ok, hi ,hello 等比较随意的用语。

  Taking Orders

  W: What would you like to drink, sir? 先生,您要喝点什么呢?

  G: Give me a Scotch. 给我一份苏格兰威士忌。

  W: Would you like your Scotch straight up(no ice) or on the rocks(with ice), sir?


  G Straight up. 净饮。

  W: would you like anything else? 好的,您还要点别的吗?

  G: Give me some peanuts. 来点花生吧。

  W: So, one Scotch without ice and some peanuts, am I right? 一份苏格兰威士忌不加冰的和一份花生,对吗?

  G: Yes, thank you.

  W: You are welcome. Just a minute, sir. 不客气,先生请稍等。

  注:1 特别注意straight up(净饮)on the rocks(加冰)这一说法。因客人用得较多,一定要能听懂。

  2 最后来一个确认(confirm),以免出错。

  3 看到客人引完可问Would you like one more beer, sir?/ Would you like another drink, sir?请问先生还要来一杯吗?

  Serving The Familiar

  W: Good evening, Mr. Smith, how are you today? 今天好吗?

  Are you having a good time? 过得开心吗?

  Did you have a good trip? 旅途开心吗?

  How are you doing these days? 最近怎样?

  G: Fine, thanks. 很好,谢谢。

  W: So, as usual, Bourbon on the rock? 像往常一样,波旁加冰吗?

  G: No, this time I want a cup of tonic water. 不,这次我想来一杯汤力水。

  W: A cup of tonic water, just a moment, Mr. Smith好的,一杯汤力水.请稍等,史密斯先生。

  G: Here you are, your tonic water. Just enjoy it, have a pleasant evening, Mr. Smith.


  注:1 熟客见面一定要能叫出客人的名字。按照光临的密度可使用不同的用语。如:How are you today? 今天好吗?(最近常来)

  Are you having a good time? 过得开心吗?(可任意使用)

  Did you have a good trip? 旅途开心吗?(得知刚回)

  How are you doing these days? 最近怎样?(有一段时间未见)

  2 记住常客的喜好,可说So, as usual… 像往常一样……

  Presenting The Bill

  New Words: cash现金 bill 帐单 receipt发票 change找零,改变 credit card信用卡 sign 签名(动)

  Situation One: Pay By Cash(现金付帐)

  (G: guest, W: waiter)

  G: Waiter, the bill, please. 服务员,结帐。

  W: Yes, sir. 好的,先生。

  Here is your check/bill, sir, thank you. 这是您的帐单,先生。谢谢。

  G: Here you are. 这里(现金)

  W: 200 yuan. Please wait minute. I’ll be back with your changes and receipt.

  Here is your changes and receipt, thank you. Good night, hope to see you again.



  Situation Two: Pay By credit card(刷卡付帐)

  G: Check/take the bill, please. 结帐。

  W: Here is your check, sir. 这是您的帐单,先生。

  G: Well, may I use my credit card? 那我能用信用卡结帐吗?

  W; Sure. What kind(of card) do you have, sir? 当然可.请问先生是什么卡呢?

  G: Visa card. Here you are.维萨卡,给。

  W: Thank you, I’ll return your card and receipt in a few minutes. 谢谢,请稍等,一会回。

  Will you please sign on the bill, sir? 先生,请在帐单上签字。

  Thank you. Bye-bye. Have a nice day. 谢谢。再见,祝您愉快。

  Situation There: Signing The Bill(入房帐)

  G: Waiter, may I get my bill? 服务员,能结帐吗?

  W: Sure. How would you like to pay for it, sir? 当然,您想怎样付帐呢?

  G: I’d like to put it on my hotel bill. 我想挂房帐。

  W: May I have your room number? 能告诉我您的房间号码吗?

  G: 1208.

  W: Would you sign your name and room number on the bill, please? And could you please show me your room key?


  G: Here you are.给你。

  W: Could you just sign here, please? 请在这里签字。

  G: Ok. 好的。

  【注:牢记常见的礼貌用语,如:please, thank you, bye-bye等。】


  VS Visa(Bank American card) (美国)维萨卡

  AE American Express (美国)运通卡

  JCB (日本)信贩卡

  MC Master Charge (美国)万事达卡

  MC Million Card (日本)百万信用卡

  DC Diners Club (美国)大来信用卡

  BC Barclays (英国)巴克利卡

  FC Federal Card (香港)发达卡

  CB Cart Blanche (美国)国际万用卡

  OTB (香港)海外信用卡

  EC Euro card (英国)欧洲卡

  CC Current Card (香港)行通卡

  AC Access (英国)阿赛斯卡


  Asking For Repetition 寻求复述


  I’m sorry, but I didn’t quite catch you .


  I beg your pardon?/Pardon?


  Pardon? madam. I’m afraid I didn’t follow you .


  Sorry, but could you say it again?


  Would you mind repeating, please?


  Could you please repeat a little more slowly?


  注: Pardon?/ I beg your pardon?/ I’m sorry? 这些句子原表示的是歉意,在这里要用升调,表请求复述。

  Apologizing 道歉用语


  1.We’ll try our best to take some measures, so that you will be satisfied. 我们将尽力采取一些措施也许您会满意一些。

  I’m sorry, it’s our fault.


  I’m afraid I spilled beer on the tablecloth. Would you mind my changing a clean one?


  I’m really sorry, but I seem to have misserved a dish. I’ll change it immediately.


  I feel terrible sorry, but I’ve just broken your teaport.


  I do apologize for giving you the wrong soup.


  I want to apologize. Is there anything I could do?


  注:以上句型可以灵活组合使用,例如对上错菜表示抱歉,可以将3、5连起来如:I’m really sorry, but I seem to have misserved a dish. I do apologize for this .I’ll change it immediately.2和1也可以连起来使用。

  Asking For Opinions 寻求意见


  How would you like the your steak? Rare, medium rare or well-done?


  Would you like a drink first?


  May I take your order, sir?


  What sauce would you like to go with your beef?


  May I put the plate away?


  Would you like to pay separately or together?


  Expressing Wishes And Congratulations


  Usual—used Wishing Expression: 一般祝愿:

  I wish you good health. 祝您身体健康。

  Good luck! 祝您好运!

  Wish you every success. 祝您一切顺利。

  Festival Wishes: 节日祝愿:

  Happy New Year! 新年快乐!

  Merry Christmas! 圣诞快乐!

  Farewell Wishes: 送行祝愿:

  I wish you a pleasant journey. 祝您旅途愉快。

  I hope you’ll have a good time. 祝您玩得痛快。

  Bon Voyage! 一路顺风!

  Wishes Expression To Patient: 对病人的祝愿:

  I wish you an early recovery. 祝您早日康复。

  Best wishes for a speedy recovery. (同上)

  Birthday Wishes: 祝贺生日:

  Happy birthday! 生日快乐!

  Congratulations: 祝贺喜事:

  Congratulations! 祝贺您!

  My hearty congratulations! 我衷心的祝贺您!


  一、 日常接待用语

  Greeting and Parting 问候与告别


  A. Attendant: Good morning, sir.

  Guest: Good morning.

  A: Welcome to our hotel.

  G: Thank you very much.

  B. Clerk: Good evening, Mr. Brown.

  Guest: Good evening.

  C: Mr. Brawn, this is our manager, Mr .Wang. Mr. Wang, this is Mr .Brown.

  Manager: How do you do, Mr .Brown? Nice to meet you.

  G: How do you do?

  C. Doorman: Good morning, gentlemen.

  Guests: Good morning.

  D: Welcome to our hotel. Let me show you to the Front Desk

  G: Thank you.

  D: Here you are. I hope you will enjoy your stay with us .

  D. Guest: Have a nice day.

  Attendant: you, too.

  G: Good-bye.

  A: Good-bye.

  E. Guest: Waitress! Can I have the bill, please?

  Waitress: Yes, sir…Here you are .It’s 800Yuan in all.

  G: Here is the money.

  W: Thank you, we hope to serve you again.

  G: Thank you and good night.

  W: Good night.

  Useful Expressions

  1. It’s good to see you again, sir (madam). 先生(小姐),很高兴又见到您。

  2. Nice to have you here. 很高兴在这里又见到您。

  3. Let me introduce… to you.请让我向您介绍……

  4. I’d like you to meet…我向您介绍……

  5. Let me introduce myself. I’m… 请让我介绍一下自己。我是……

  6. Good-bye and good luck. 再见。祝您好运。

  7. Hope you’ll have a nice trip. 祝您旅途愉快。

  8. Have a nice trip!/ Have a pleasant journey! 一路平安!/一路顺风!

  9. Hope to see you again.希望再次见到您。

  10. So lone再见。

  11. All the best! 万事如意!

  12. Take care! 保重!

  13. Happy birthday! 生日快乐!

  14. Happy New Year! 新年快乐!

  15. Merry Christmas! 圣诞快乐!

  16. Have a nice holiday! 节日快乐!

  17. Wish you every success! 祝您成功!


  1. Good morning. 早晨好(中午12点前用)

  Good afternoon. 下午好(下午5点前用)

  Good evening .晚上好(下午5点后用)

  2.Welcome to …是“欢迎您到……”的意思。


  a) 对个人的称呼,如果不知道对方的姓,可以用下列称呼:sir (先生) ;madam(夫人);miss(小姐)。Madam 既可用于已婚妇女,亦可用于未婚女子。

  b) 当有数位女宾时应称呼ladies, 不可称madams.当有数位男宾时应称呼gentlemen,不可称sirs.

  c) 对小孩的称呼:Young man (年轻人); young gentleman(年轻先生); young lady(年轻女士)

  d) 对于了解姓氏的客人应称呼其姓氏。Mr.先生,用在男子之姓(或姓名)之前。Mrs. .夫人,太太,用在已婚女子之姓(或姓名)之前。Mr., Mrs., Miss., Ms 均不能用在名字(first name)之前。

  4. This is our manager .This is ……“这是……“是在介绍人们相互认识时通常用的句型。作自我介绍时,常说:May I introduce myself ?I’m …介绍时应遵循的礼节是:

  a) 将男子介绍给女子;

  b) 同性别时,将年龄轻的介绍给年龄较大的,将一般的人介绍给重要的人;

  c) 将未婚女子介绍给已婚女子;

  d) 将儿童介绍给成年人;

  e) 将已方人员介绍给客方人员。

  5.和客人初次见面,问候可说:How do you do ? 对从前来过的宾客,要说How are you today/this morning?

  6. I hope you enjoyed your stay. 这是服务人员与客人话别时常用的客套话。由于客人已退房,stay已终止,故要用过去式。客人初到时应说I hope you will enjoy your stay.客人已经住了一段时间,仍要继续住店,可说:I hope you are enjoying your stay.

  7. Would you like to …? 征求客从意见时所用的一种礼貌句型。

  8.In all 一共,合计。



























  shipping advice 与 shipping instructions

  shipping advice 是“装运通知”,是由出口商(卖主)发给进口商(买主)的。然而 shipping instructions 则是“装运须知”,是进口商(买主)发给出口商(卖主)的。另外要注意区分 vendor(卖主)与 vendee(买主),consignor(发货人)与 consignee(收货人)。上述这三对词语在英译时、极易发生笔误。

  abide by 与 comply with

  abide by 与 comply with 都有“遵守”的意思.但是当主语是“人”时,英译“遵守”须用 abide by。当主语是非人称时,则用 comply with 。

  例 3:双方都应遵守/双方的一切活动都应遵守合同规定。

  Both parties Shall abide by/All the activities of both parties shall comply

  with the contractual stipulations.

  change A to B 与 change A into B

  英译“把 A 改为 B”用change A to B,英译“把 A 折合成/兑换成 B”用change A into B,两者不可混淆。

  例 4:交货期改为 8 月并将美元折合成人民币。

  Both parties agree that change the time of shipment to August and change US dollar into Renminbi.

  ex 与 per

  源自拉丁语的介词 ex 与 per 有各自不同的含义。英译由某轮船“运来”的货物时用 ex,由某轮船“运走”的货物用 per,而由某轮船“承运”用 by。

  例 5:由“维多利亚”货轮运走/运来/承运的最后一批货将于 10 月 1 日抵达伦敦。

  The last batch per/ex/by S.S. "Victoria" will arrive at London on October


  in 与 after

  当英译“多少天之后”的时间时,往往是指“多少天之后”的确切的一天,所以必须用介词 in,而不能用 after,因为介词 after 指的是“多少天之后”的不确切的任何一天。

  例 6:该货于 11 月 10 日由“东风”轮运出,140 天后抵达鹿特丹港。

  The good shall be shipped per M.V. "Dong Feng" on November 10 and are due

  to arrive at Rottedaml in 140 days. (M.V.=motor vessel)

  on/upon 与 after

  当英译“……到后,就……”时,用介词 on/upon,而不用 after,因为 after 表示“之后”的时间不明确。

  例 7:发票货值须货到支付。

  The invoice value is to be paid on/upon arrival of the goods.

  by 与 before

  当英译终止时间时,比如“在某月某日之前”,如果包括所写日期时,就用介词 by;如果不包括所写日期,即指到所写日期的前一天为止,就要用介词 before。

  例 8:卖方须在 6 月 15 日前将货交给买方。

  The vendor shall deliver the goods to the vendee by June 15.(or: before

  June 16,说明含 6 月 15 日在内。如果不含 6 月 15 日,就译为 by June 14 或者 before June 15。)

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