第一篇：酒店前臺接待常用英語

基本待客英語

（一）在正式的英語表現里，疑問基本句型可分為下列四種：

1.May I ~

2.Could you ~

3.Would you ~ 4.Shall I ~?

只要理解這四種基本的句型，就可以處理大部分業務上的狀況。1．自己要做什么事時，就使用May I ~

May I have your name, please? 請問尊姓大名

May I have your check-out time, please? 請問您什么時候結帳離開？

May I see your passport, please? 請讓我看一下您的護照好嗎？

May I know your nationality, please? 請問您的國籍是什么？

2． 麻煩客人時，可使用Could you ~ Could you fill out the form, please? 請您填寫這張表格好嗎？

Could you write that down, please? 請您寫下來好嗎？

Could you draft the fax, please? 請您寫下傳真的草稿好嗎？

Could you hold the line, please? 請不要掛電話好嗎？

3．詢問客人的喜好或是做什么時，可使用Would you ~ Would you like tea or coffee? 請問您要喝茶還是咖啡？

Would you like to take a taxi? 請問您要搭計程車嗎？

Would you mind sitting here? 請問您介意坐在這里嗎？

** 只要在疑問詞后加“Would you ~”，就可以提出大部分的詢問。

When would you like to visit Foshan? 請問您想要何時參觀佛山？

When would you like to have lunch? 請問您想在哪里用餐？

What time would you like to eat? 請問您想何時用餐？

Who would you like to contact? 請問您想和誰聯絡？

Which kind of room would you prefer? 請問您喜歡哪一種房間？

How would you like to settle your bill? 請問您的賬單如何處理？

How long would you like to stay? 請問您要逗留多久？

How many tickets would you like to buy? 請問您要買幾張票？

4．在提供建議協助、征求意見時，可使用Shall I ~ 或Would you like me to do ~?

Shall I draw the curtains? 請問需要我把窗簾拉上嗎？

Shall I draw you a map? 請問要我為您畫一張地圖嗎？

Shall I make the reservation for you? 請問要我為您安排預約嗎？

（二）招呼語

Good morning.(用于中午以前)

Good afternoon.(用于中午至下午六點以前)

Good evening.(用于下午六點過后)

在這些招呼語的后面接句子，例如：

Good morning, sir.Are you checking-out? 早上好，先生，請問您要退房嗎？

Good afternoon, sir.Welcome to FOSHAN Electrcical Hotel.中午好，先生，歡迎光臨佛山電子賓館

Good evening, Ms.May I help you? 晚上好，小姐，請問我能為您服務嗎？

后面也可以接上自己酒店名稱、部門名稱，如：

Good morning, sir.This is the Front Desk.May I help you? 早上好，先生。這里是服務臺，請問您需要服務嗎？

（三）回答

1.一般性的回答

I see, sir.我明白了，先生。

Certainly, sir.好的，先生。

2.請對方再等一會兒

Just a moment, please.請稍等。

Thank you for waiting.您久等了，先生。

I am very sorry to have kept you waiting.很抱歉讓您久等了。

Could you wait a little longer, please?

請您稍候好嗎？

3.要麻煩客人或是拒絕客人的要求時

拒絕客人時，不要一口回絕說“No.”，要委婉一些。

I am afraid I can’t do that.不好意思，我恐怕沒辦法那樣做。

Excuse me, sir.Please let me pass.不好意思，先生，麻煩讓我過一下。

4.道歉

如果是自己的錯就說“I am sorry.”;如果是公司的錯，就說：“

I am very sorry for the delay.很抱歉延誤了時間

I am very sorry for the inconvenience.很抱歉造成您的不便。

I would like to apologize for the mistake.為這個錯誤我深致歉意。

We are sorry.”。

5.客人對自己說“Thank you.”時回答

You are welcome.不客氣。

Thank you, sir.謝謝您，先生。

Thank you very much.非常感謝您。

6.交給客人某些東西時，可以說

Here you are.您要的東西在這里。Here is your room key.這是您的房間鑰匙。

Here it is.這是您的東西。

7． 當客人準備離開時，可以說： Have a nice day.祝您有美好的一天。

Please enjoy your stay 祝您住宿愉快。

We hope to see you again soon.希望不久能再次見到您。

Thank you for staying with us.謝謝光臨。

8．當客人的英語難以理解時

面對客人的疑問，不要只是一味地傻笑，或是一直說Yes, Yes.如果聽不懂事，要向客人提出疑問，或是先向對方說“Just a moment, please.”, 然后請求他人協助。Pardon? 對不起？

Pardon me? 對不起？

I beg your pardon? 對不起請再說一遍好嗎？

Could you repeat that, please?

請您重復一遍好嗎？

若是不敢肯定對方所說的部分內容時，可以將不明白的部分重復一遍，如： Excuse me, sir.Do you mean you lost your room key？ 不好意思，先生，您是說您丟了房間的鑰匙？

電話英語的應對

1． 接電話時不可以簡單地回答“Hello”,而應報上自己的公司或所屬單位的名稱。例如： “Hello, this is Information Desk.” 您好，這里是問詢處。

“Information Desk speaking.May I help you?” 問詢處，請問您要服務嗎?

2.打錯電話時

如果是外線打錯時，可以回答：

I am afraid you have the wrong number.不好意思，您打錯電話了。

This is the FOSHAN Electrcical Hotel, 這里是佛山電子賓館.如果是總線轉錯內線時，可以回答：

This is Room Reservations.I’ll transfer your call to Restaurant Reservations.這里是客房預約處，我幫您轉接到餐廳預約柜臺。

3.當負責的工作人員不在時

I am afraid Mr.Lin is out at the moment.He should be back around 5 p.m.不好意思，林先生現在外出。他應該會在下午5點左右回來。

I am afraid Mr.Hao is on another line.Could you hold the line, please? 不好意思，郝先生正在講電話。請您在線上稍侯好嗎？

I’ll tell him to call you back when he returns.他回來時，我會請他回電。

May I have your name and phone number, please? 請告訴我您的大名和電話好嗎？

4.當會話結束時

結束電話中的對話時，不可以簡單說“bye-bye”,最好說：

Thank you for calling.感謝您的來電。

You are welcome, sir.先生，不客氣。

We look forward to hearing from you.我們靜候您的佳音。

Please contact me if you have any further questions.如果您有任何其他問題，請和我聯絡。

三．柜臺服務

B=行李服務員（Bellman）C=服務員(Clerk)H=客房服務員（Housekeeping）BC=領班（Bell Captain）G=客人（Guest）

To the Front Desk.帶客人到柜臺

B: Good evening, Ms.Welcome to FOSHAN Electrcical Hotel.小姐，晚安。歡迎光臨佛山電子賓館。

G: Thank you.謝謝你。

B: How many pieces of luggage do you have? 請問您有多少件行李？

G: Just this three.只有這3件。

B: Two suitcases and one bag.Is that right? 2個旅行箱和1個手提皮包，這樣對嗎？

G: Yes.That’s all.對，就這些了。

B: I’ll show you to the Front Desk.This way, please.I’ll put your bags by the post over there.我來帶您到柜臺，這邊請。我先將您的行李放在柱子旁邊。

G: I see, thanks.我知道了，謝謝。

B: A bellman will show you to your room when you have finished checking-in.當您辦好住宿登記時，行李服務員會帶您到房間。

G: OK.Fine.好極了。

B: Please enjoy your stay.祝您住宿愉快。

Taking a guest to the room

第二篇：酒店前臺接待規范英語

酒店前臺接待規范英語

酒店英語：前臺接待處規范用語

上午好，歡迎光臨/歡迎光臨XXX酒店。

Good morning, Welcome to XXX Hotel.下午好，××先生，非常高興再次見到您。

Good morning, Mr.×.Nice to meet you again!

請問您有預訂嗎？

Have you make reservation?

請問您訂房人的姓名/請問您誰幫您做的預訂？

Please tell me who make the reservation for you?

是的，您訂了兩間豪華房，住兩晚。

Yes, you have made a reservation of two deluxe rooms for two nights.請您出示護照

Please give me your passport.您的房價是人民幣500元

Your room rate is RMB￥500

請在這這里簽名。

Please sign here.請問您怎么樣付押金。

How would you like to pay the deposit?

退房時間是中午十二時，如果您想延遲至下午六時前退房，另加半天房費，六時后退房，將

加收一天房費。

Check out time is 12:00 noon.A half day charge of your rate will be added for extended check out

time before 6:00pm, and a full day charge after 6:00pm.祝您在這里過得愉快。

Wish you enjoy your stay with us.××先生，請問您有沒有用小酒吧的飲品或小食呢？

Mr.××, did you take drinks or snacks from the mini-bar?

這是帳單，總額是……，請您檢查一下。

Here is the bill, the total amount is …….Please check it/have a look at it.歡迎您下次光臨，祝您一路平安/旅途愉快！

Hope to see you again soon and wish a nice flight/trip.請把押金收據給我。

Please give the deposit receipt.請問您怎樣付款呢？

How would you like to pay the bill?

希望很快可以再見到您。

Wish to see you again soon.

第三篇：酒店前臺接待英語用語（模版）

酒店前臺接待英語用語

一、預訂服務

Good morning.This is Room reservation.May I help you?早上好，客房預訂處，我能為您做什么？

What kind of room would you like to reserve ? 您想訂哪種類型的房間?

A single room or a double room ?

要單人間還是雙人房間？

For which dates do you want to book the rooms ? 您想訂哪幾天的房間呢？

What time will you be arriving?

您將在何時到達？

May I know your name ?

您能告訴我您的名字嗎？

How long will you be staying?

您將要住多久？

I’d like to confirm your reservation.我要確認一下您的預訂。

I’ll check the room availability.我查查客房預訂情況。

You should pay a deposit of US$1000 beforehand.您應預期付1000美元的定金。

There is a 10 per cent discount.10%的折扣。

二、接待服務

What kind of room would you be prefer? 您要什么樣的房間？

Have you got a booking?

您預訂了嗎？

A single room or a double room?

要單人間還是雙人房間？

A double room costs 368 Yuan per night.雙人房的房價是每晚368元。

Breakfast is also included.早餐也包括在內。

May I see your passport?

我能看一下您的護照嗎？

Could you fill in this form, please?

請您填一下這張登記表好嗎？

This is your room card and room key?

這是您的房卡和房間鑰匙。

Could you sign your name, please?

請您簽一下名，好嗎？

If you leave after 6:00 p.m , you’ll have to pay the full account.晚上六點以后退房,按全天收費計算.You’ll have to register individually, please.請你們分開登記。

How would you like to pay , sir , in cash or by credit card ? 先生，請問您是用現金付款還是用信用卡付賬？

I feel terribly sorry.this is the busiest season and all kinds of rooms are fully booked.非常抱歉，這個季節人多，各種房間都訂滿了。

Do you know which unit is responsible for the reception?

您知道您是由哪個單位負責接待的嗎？

Could you keep your room key until you check out ?

請您在住宿期間自己保管鑰匙，直到結帳離開。

三、收銀服務

Here is your bill.It’s 2000 Yuan in all.這是您的賬單。總共2000元。

How would you like to pay , sir , in cash or by credit card ? 先生，請問您是用現金付款還是用信用卡付賬？

Please check it and sign here.請核對一下，在這里簽個字。

I will write out a receipt for you.我給您開一張收據。

May I check the details for you , please?

我能為您核對賬單上的詳細內容嗎？

Do you have any charges for this morning?

您今天是否掛帳用酒店的服務?

We’ll have to charge you $10 extra.我們要向您額外收10美元。

Did you make any phone calls from room, sir?

先生，您從房間打過電話嗎？

Excuse me , sir , but I don’t think that will be enough.先生，對不起，我認為錢數不夠。

I am sorry ,sir ,there has been an error in your bill.Please wait a minute while I correct it.對不起，先生，您的帳單算錯了。請稍候，我馬上把它改過來。

Is your baggage down yet, sir ? Could you check out after your baggage have been brought down, please?

先生，您的行李拿下來了嗎？能請您在行李拿下來后再結帳嗎？

Sorry , your credit card has been stopped paying.According to the regulations of bank, it must be cancelled.對不起,您的信用卡已經止付。根據銀行規定要取消。

四、兌換外幣

The rates of exchange are on the board there.今天的兌換牌價在那里的牌子上。

How much would you like to change?

您要換多少？

It’s 8.10 Yuan RMB for one US dollar?

1美元兌換8.10元人民幣。

情景對話

一、Check in

1.C :Good afternoon , sir.Welcome to our hotel.May I help you ? G:Yes.I booked a room one week ago.C:May I have your name please , sir ?

G:John Smith.C:Just a moment , sir.While I look through out list.Yes , We do have a reservation for you , Mr.Smith.A city view single room with bath.You’ve paid 2000 Yuan RMB as a deposit.Is that correct ?

G:That’s it.C:Would you please fill in this registration card , sir ?

G:Sure.Here you are.I think I’ve filled in everything correctly.C:Let me see …Name , address, nationality, forwarding address , passport number , signature and date of departure.Oh , here , sir.You forget to fill in the date of departure.May I fill it in for you ? You are leaving on…

G:October 24.C:May I see your passport , please ? Thank you ,sir.Now everything is in order.And here is your key.Mr.Smith.Your room number is 1107.It’s on the 11th floor and your room rate is 500 RMB per night.Here is your key card with all the information on your booking, the hotel services and the hotel rules and regulations on it.Please make sure that you have it with you all the time.You need to show it when you sign for your meals and drinks in the restaurants and the bars.G:Yes, I’ll keep it with care , thank you.C:I hope you enjoy yours stay with us.2.C:Good afternoon, madam.Can I help you?

G:Good afternoon, I want a single room, please.C:Have you made a reservation?

G:No, I haven’t.C:How long do you want to stay?

G:Three days.C:I’ll see what we have, madam.Oh, yes.I can offer you a room on the eight floor.G:Fine.C:May I see your passport?

G:Of course.Here you are.C:Thank you.Madam.Could you fill in this form, please?

G:Yes.Here it is.C:Thank you, Here is your key.It’s Room 808 on the eight floor.G:Thank you very much.Good night.二、Check out

1.C:Good morning.Can I help you?

G:Yes.I would like to check out.Could I have my bill.Please?

C:Certainly, sir, May I know your name and your room number, please ? G:Dennis black, Room 1108.C:All right.Here is your bill, Mr.Black.The total is 1800 Yuan.G:The figure seems right.C:How would you like to pay, Mr.Black , in cash or by credit card ? G:In cash.Here is the money.C:Thank you, Mr.Black.Just a moment, please , I’ll write out a receipt for you.2．C:Good morning.Can I help you?

G:Yes, I’d like to check out now.C:Can I have your name and room number, please ?

G:John smith, room 1208.C:May I have your room key, please ?

G:Sure.Here you are.C:Just a moment, please…..Mr.Smith.Here is your bill.Would you like to check it ?

G:I’m sorry.What’s the 20 Yuan for ?

C:That’s for the drinks you ordered from your room.G:I see.C:How would you like to make payment , Mr.Smith ?

G:I’d like to pay in cash.C:That’ll be 2180 Yuan.G:Here you are.C:Here’s your change and receipt ,Mr.Smith , I’ll send a bellman up to get your luggage.G:Thank you.C:You are welcome , Good-bye.三、Reservation

1.C:Good morning.This is room reservation.May I help you ? G:Yes , I’d like to book a room , please.C:Fine , For which date ?

G:For Oct.1st.C:For how many nights ?

G:Two nights.C:A single room or a double room ?

G:A double room.C:Could you give me your name , please ?

G:Mr.John Cook.C:May I have your telephone number , please ?

G:021-81006382

C:What time do you expect to arrive , sir ?

G:At about 6.p.m.C:Fine ,Mr.Jone Cook , a double room for Oct.1st and 2nd.G:That is right.Good-bye.C:Good-bye and we are looking forward to seeing you.2.C:Good morning.Room reservation.Can I help you ?

G:I’d like to make a reservation.C:When for ?

G:For Sept.9th.C:For how long ?

G:About a week.C:Could you hold the line , please ? I’ll check….Thank you for waiting , sir.I’m afraid our hotel is fully booked on those days.G:That’s all right.C:We’re very sorry , sir.We hope you understand

第四篇：前臺接待英語

前臺接待英語

Can i help you,sir?

What can i do for you?

這都是：我有什么可以幫助您的嗎？

I would like to ask you a favor.我可以提出一個要求嗎？Would you let me know your fax number?可以告訴我您的傳真機號碼嗎？Would it be too much to ask you to respond to my question by tomorrow?可以請你在明天以前回復嗎？Could you consider accepting our counterproposal?你能考慮接受我們的反對案嗎？I would really appreciate your persuading your management.如果你能說服經營團隊，我會很感激。I would like to suggest that we take a coffee break.我建議我們休息一下喝杯咖啡。Maybe we should hold off until we have covered item B on our agenda.也許我們應該先談論完B項議題。As a matter of fact, we would like to discuss internally regarding item B.事實上，我們希望可以先內部討論B項議題。May I propose that we break for coffee now?我可以提議休息一下，喝杯咖啡嗎？

我們來看看Rose 這位前臺是怎樣接待來訪客人的吧。Rose is a receptionist at Modern Office limited.In this part Rose will speak to Mr.Hussein, who has an appointment with the Sales Manager Mr.Shelli at 11:30.ROSE: Good morning.Can I help you?

MR HUSSEIN: Good morning.Is this Modern Office Ltd.?

ROSE: Yes it is.MR HUSSEIN: I have an appointment with the Sales Manager at 11: 30.ROSE: May I have your name, please?

MR HUSSEIN: Hussein.Omar Hussein.I'm from the Gulf Trading Company.ROSE: Let me see...Ah yes, Mr Hussein.Please take a seat, Mr Hussein.I'll tell the Manager's Secretary you are here.(DIALS)

MARIA: Mr Shelli's Office.ROSE: Hello Maria, this is Reception.Mr Omar Hussein is here.He has an appointment with Mr Shelli at 11.30.MARIA: Mr Omar Hussein?

ROSE: Yes, he's from the Gulf Trading Company.MARIA: Oh, yes, that's right.I'll come and fetch him now.ROSE: Thanks.(REPLACES PHONE)Mr Shelli's secretary is coming down now.MR HUSSEIN: Thank you.MARIA: Mr Hussein?

MR HUSSEIN: Yes, that's right.MARIA: I'm the Sales Manager's secretary.Please come this way.I'll take you to his office.前臺接待訪客常用會話（2）

一般的訪客都是提前有預約的。但也有些沒有預約的“不速之客”。這個時候前臺應該怎樣接待這些客人呢？我們看看Rose 是怎么做的吧！

The second visitor is Mr Li.He has not an appointment, but he wants to see Mr Shelli.MR LI: Good morning.ROSE: Good morning.Oh, Mr Li.How are you? '

MR LI: I'm fine, thanks, and you?

ROSE: Oh, busy as usual.Do you want to see Mr Shelli?

MR LI: Yes, please.ROSE: Have you an appointment?

MR LI: Er...No, I haven't.You see, I only arrived in the country this morning.ROSE: Well, I know he's busy at the moment but I'll ask his secretary when he'll be free.Please sit down.MR LI: Thank you.(DIALS)

MARIA: Mr Shelli's office.ROSE: Oh, hello Maria.It's reception again.I have Mr Li here.He hasn't an appointment but he'd like to see Mr Shelli.When will he be free?

MARIA: Let me see...Well, Hmmm, he'll be free about 12.30.Can Mr Li wait?

ROSE: Mr Shelli will be free about half past twelve.Can you wait?

MR LI: What's the time now?

ROSE: It's nearly 12: 00.MR LI: Oh that's fine.I'll wait.ROSE:(TO MARIA)Maria, Mr Li will wait.MR LI: Right.I'll fetch him when Mr Shelli's free.ROSE: Thanks.(REPLACES PHONE)(TO MR LI)She'll come and fetch you later.MR LI: Thank you.ROSE: Where are you staying, Mr Li?

MR LI: At the Plaza.ROSE: The Plaza?

MR LI: Yes, I usually stay there.前臺接待訪客常用會話（3）

公司里常來的客戶一般前臺都熟悉。當然，也會有陌生人來造訪。這不，Mr Lefere 來造訪Mr Ballito 了。且看Rose如何處理。

MR LEFERE: Good morning.ROSE: Good morning.Can I help you?

MR LEFERE: Er, yes.I have an appointment with Mr Ballito at a quarter past ten.ROSE: May I have your name please?

MR LEFERE: Paul Lefere… from the International Hotel Group.ROSE: Thank you.Please take a seat, Mr Lefere, and I'll phone Mr Ballito's office.(DIALS)

OPAL: Mr Ballito's office.ROSE: Hello, Opal.This is Reception.Mr Lefere is here for his 10:15 appointment.OPAL: Oh yes Rose.Mr Ballito's expecting him.He is in Room 9 on the first floor.ROSE: Thanks.(REPLACES PHONE)MR Lefere, would you please go up to Room 9 on the first floor.Mr Ballito's expecting you.MR LEFERE: Room 9 on the first floor.ROSE: That's right.The stairs are on the left.MR LEFERE: Thank you

第五篇：酒店前臺接待管理制度

酒店管理制度之對酒店前臺接待管理規定

星級酒店中為了進一步提高前臺接待管理水平，更好地為客人提供服務，改善外部環境，樹立企業形象，特在酒店管理制度中指定關于前臺接待管理規定。下面就和大家一起來探討關于這方面的信息。

首先來看看在這一管理制度中關于前臺接待主要工作任務方面的介紹：

①受理電話、傳真、互聯網等不同形式的客房預訂，降訂房資料錄入電腦并傳達給相關部門和崗位

②合理有效的安排上級領導的檢查與考察調研活動

③協助酒店開展公共關系工作，協調好外部環境

更詳細的內容大家可以查看酒店前臺接待的崗位職責內容，接下來我們看看在這一管理規定種關于前臺接待工作的基本原則：

① 堅持為提高酒店發展和經濟效益服務的原則，強化公關意識，宣傳酒店形象，廣泛獲取信息

② 必須要堅持規范化、標準化、制度化的原則，認真遵守這些相關規定。③ 必須要堅持勤儉節約、熱情周到的原則，根據來賓的身份和任務執行不同檔次的接待標準，反對鋪張浪費

前臺接待工作種的注意事項：

① 我們在接電話的時候一定要使用文明語言，如您好、請問貴姓、您找哪位、請稍候、謝謝等類似的禮貌用語，做好電話記錄

② 當客人來到酒店的時候一定要熱情招待客人，合理向客人介紹我們酒店的特色

對于我們酒店來講前臺接待的工作代表著我們酒店整體形象，因此我們在制定這類員工管理制度時候往往對其相應的管理規定更加嚴格些。以上內容僅供大家參考