酒店涉外服务常见场景及基本用语

标签：酒店管理知识,酒店管理制度,酒店管理培训,http://www.350xue.com 酒店涉外服务常见场景及基本用语,

一、当公司员工遇见外宾时，问候及指路常用语 

This is dragon house, welcome! 

Good morning/afternoon/evening ,How are you? 

Welcome to our hotel. 

Please go this way./This way please! 

二、Reception(接待处) 

1、前台接听外来电话专用语 

Hello, Dragon house，您好，卧龙公寓。 

２、预订Advance Reservation、Check in  

A 电话预订 

Front desk, good morning, can I help you? 

B 订房 

R: Good morning/afternoon/evening! 　Sir/madam  Can I help you? 

G: I’d like to check in. I’m from ×× company. 

R: Your name, sir. 

G: Smith, John Smith. 

R: Just a moment, yes, we have a reservation for you. Would you please sign your name here while I prepare your key card for you? 

R: Your room number is 8101, This is your key card, This way please. 

C行李员服务 

Sir, would you like me to help you carry your baggage? 

Let me help you. Carry your baggage. 

附：Asking what the client wants(询问客人要求) 

Do you want a single room or a double room? 

What kind of room would you like? 

How long will you be staying? 

Please pay a 200 yuan/RMB deposit. 

If you want to stay longer than scheduled, please. 

Come to our front desk to fill another form. 

单间：single room     双人房：double room    三套间：three-room suite 

高套：super-class suite  豪套：luxurious suite VIP房：VIP suite 

通用祝福语：I hope you enjoy your stay here/with us. 

三、外宾到达客房（coming into the room） 

1、介绍房间设施 

This is bathroom/living room and here is the remote control for air-condition(空调). Telephone is there, and if you want to make urban calls（市话）, please dial 9 first before the number. 

If you want to make long distance call, please dial 8888 to contact our telephone exchange(总台) first. 

2、介绍可提供的客房服务  Room services 

叫醒服务 

G: Please call me at 8:00 in the morning. 

R: Your room number, please? 

G: Room 505, at 8:00 in the morning. 

R: OK,NO problem. 

免费早餐服务 

We can offer you free breakfast. Would you like to enjoy it in your room or in the dinning Hall? 

洗衣服务 

G: What if I’ve got something to be sent to the laundry(洗衣房)? 

R: Please fill in the laundry list in your room first. And then we’ll fetch it later. Dry-cleaning usually takes 3 days. We’ll send them back the day after tomorrow. 

R: Please sign your name, here. 

MINI吧 

We also have mini bar in the room with biscuits, coffee, drinks and necessities[ni′ses ti] offered. 

If you need anything, just ring for/call the reception desk. 

If you want to have your meals in the room, just dial room service. 

免费服务 

We offer many free services for you such as shoes polish, free breakfast, washing clothes by hands, and mobile phone recharge, internet connection service(上网服务). 

叫车服务 

Can you get me a taxi? 

Yes/All right, just a moment please. 

行李服务:见接待处情景C 

夜床服务 

At 9:00, Good evening, this is waiter/waitress! 

DO you need any services at night?  祝福语：Good night!晚安 

房间清扫 

Would you like us to clean your room? 

四、结账 Checking out 

   R: can I help you? 

   G: I want to pay the bill/check out. 

   R: This figure is the charge for the apartment. 

   询问结账方式： 

   How do you wish to settle your account? 

   In cash or by credit card? 

   退房手续： 

   It’s all together ××× yuan. 

   Please sign your name, here. 

   This is your changes(这是找给您的零钱). 

五、送别服务 Seeing off 

   See you! Good-bye! 

   Wish your good journey/trip! 

  Welcome you next visit. 

附：常用单词、短语 

1、请带路  Please show me to my room. 

2、咖啡室  Cafe 

3、旅馆餐厅  hotel restaurant 

4、卖品部  hotel shop  

5、房间钥匙  room key 

6、叫醒服务  morning call service  

7、电传、传真服务  telex and fax service 

8、银行  bank 

9、内线  interior lines 

10、收据  receipt 

11、房号卡  room number card  

12、出租车  taxi 

13、24小时送餐服务  24 hours room services 

14、擦鞋服务 shoe shining service 

15、邮局  post office 

16、翻译服务  translators 

17、娱乐设施  amusement 

18、出租汽车服务 taxi service 

19、外线 outside lines

关于禁忌：age, marriage 

涉及数字的情况：Would you please write it down? 能写下来吗？

酒店涉外服务常见场景及基本用语