一、常用句型：
答谢语 thanks
1.非常感谢。thank you very much2.不客气。you are welcome.
道歉语 apologies
1.对不起。i’m sorry2.劳驾。excuse me.
3.抱歉让您久等了。sorry to h**e kept you waiting.
4.我没明白您的意思，我马上请我们经理过来。i don’t understand. i’ll get the manager.
5.没关系。that’s all right6.我马上就办。i will do it right away.
7. 听到这件事我很抱歉。i’m sorry to hear that.
提醒用语 notice
1.请小心。please be careful2.别担心。don’t worry.
3.放心好了。take it easy4.请稍等。just a moment, please.
提供帮助offering help
1.请走这边。this way, please2.能请您跟我走吗？could you please follow me?
3.洗手间在那边。the rest room is over there.
再见&祝福用语parting & good wishes
1.明天见。 see you tomorrow2.祝你们玩得愉快！h**e a good time
3.圣诞快乐。merry christmas!
4.新年/中秋节/生日快乐！happy new year/mid-autumn day/birthday!
二、迎宾用语。
常用句型。1.您好。how do you do2.您好吗？how are you?
3.早上（下午、晚上）好。good morning, (afternoon, evening).
4.欢迎入住我们酒店。welcome to stay in our hotel.
5.希望您住店愉快。hope you’ll enjoy your staying here.
三、客房预定。
基本词汇。reserve预定 hold the line不挂断 single单个的 twin一对的
double一双的 **ailability可用性 per每一的 unguaranteed无担保的
常用句型。1.您好，客房预定部，请问有什么可以帮助您？
good morning, room reservations. may i help you?
2.我想预定一个房间。
yes, i’d like to reserve a room.
3.谢谢您，要定在什么时候吧？您一行有多少人？
thank you, sir. for which date and how many guests will there be in your party?
4.四月16日到20日。只有我和我太太。
from april 16th to 20th, just my wife and myself.
5.请别挂断好吗？ could you hold the line, please?
6.我来查一下是否有空房间。i’ll check our room **ailability.
7.您能告诉我您的姓名和**号码吗？may i h**e your name and phone number, please?
8.您想要什么样的房间？what kind of room would you prefer?
9.您希望住几晚？how many nights do you wish to stay?
10.让您久等了，先生/女士。thank you for waiting, sir/ma’am.
11.单人房/双人房每晚**人民币。a single room/a twin room (a double room)is **rmb.
样本对话。r=reservation clerk g=guest
r: good morning. room reservation .may i help you?
g: yes, i’d like to reserve a room.
r: thank you, sir. for which date and how many guests will there be in your party?
g: from april 16th to 20th. just my wife and myself.
r: a twin, please.
g: could you hold the line, please? i’ll check our room **ailability.
(after a while)thank you for waiting, sir. we h**e a twin room at us$180 per night, will that be right?
g: ok, i’ll take it.
r: thank you, sir. may i h**e your name and you phone number, please?
g: sure. my name is li fang, and my phone number is xxxxxx.
r: mr. li, phone number is 136***excuse me, how do you spell your first name?
g: it’s l,i.
r: l,i. thank you, mr. li. may i know your arrival time on april 16th?
g: around
r: mr. li, for the unguaranteed reservation, we can only hold the room by because it is the peak season now.
if you make a guaranteed reservation, we can hold the room overnight. would you like to make a guaranteed reservation by credit card?
g: fine, do you accept american express?
r: yes. may i know the number?
g: it’s 134986.
r: thank you, mr. li.
you ‘ve made a guaranteed reservation at the our hotel, from april 16th to 20th for 5 nights. if you can’t arrive as scheduled, please inform us before on april 16th. thank you for calling and we look forward to serving you.
四、前厅接待。
基本词汇。registration登记 form** luggage行李 cart手推车 apologize道歉。
check-in登记入住 record记录 exactly完全正确 payment付款。
常用句型。1.下午好，欢迎光临**酒店。good afternoon. welcome to **hotel.
2.能为您效劳吗？may i help you?
3.请填这张登记表好吗？could you fill out the registration form, please?
4.谢谢您，**先生，您的房间号为*楼的***房。thank you, mr.**your room number is **that is on the *th floor.
5. 服务员会带您过去。a bellman will show you the room.
6.希望您住的愉快。please enjoy your stay.
7.我派个行李员来帮您搬行李。i’ll send a porter to help you with the luggage.
8.请让我来帮您拿行李。let me help you with the luggage.
9.您一共有几件行李？how many pieces of luggage do you h**e?
10.请稍候，我去推一辆行李车来。just a minute, please. i’ll bring a trolley/baggage cart.
11.我们为您做的是在太有限了。this is really the least we can do for you.
12.我们可能忽略了一些细小的地方。we might h**e overlooked some points.
13.可能是除了什么差错。there could h**e been some mistake.
14.实在对不起。i do apologize.
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