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1、前廳部英語(yǔ)培訓(xùn)教程welcometoourhotel,mayIhelpyou?(canIhelpyou?)Mr.Wang（姓氏）Mrs.Li太太（已婚）Ms.Liu女士（婚否不明）MissGuo小姐（未婚）sir/madam女士、夫人、小姐ladiesandgentlemen:1.迎接客人GoodmorningGoodafternoonGoodeveningI’mgladtomeetyou.很高興見到您2.提供幫助MayIhelpyou?(比較委婉)CanIhelpyou?WhatcanIdoforyou?IsthereanythingIcandoforyou?3.詢
2、問姓名、房間號(hào)、電話等情況時(shí)MayIhaveyourname?Howtospell?MayIhaveyourroomnumber?MayIhaveyourtelephonenumber?4.表示祝愿Haveanicedaywithus.(祝您在我們酒店居住愉快)Enjoyyourstaywithus.Haveapleasantjourney./Haveagoodtrip.(祝您旅途愉快)5.客人離店時(shí)Thankyouforcoming.謝謝您的光臨。Wehopetoseeyouagain.希望再次見到你。Welcometoourhotelagain.Wearelook
3、ingforwardtoyourarrival.(我們期待著您的到來)Welookforwardtoseeingyousoon.6.聽不清對(duì)方的話時(shí)I’msorry,Idon’tunderstand.對(duì)不起，我沒有聽懂。I’msorry,wouldyouspeakslowly?對(duì)不起，您可以講慢一些嗎？I’msorry,Ididn’thearclearly,wouldyourepeatit?對(duì)不起，我沒有挺清楚你能在重復(fù)一遍嗎?I’msorry,Ibegyourpardon?對(duì)不起，請(qǐng)您再說一遍好嗎？7.請(qǐng)稍等時(shí)Justamoment/minute,please.請(qǐng)稍
4、等。Waitamoment/minute,please.Holdon,please.(別掛斷)Hangon,please.1.對(duì)客人等候表示歉意Sorrytokeepyouwaiting,I’vegotit.對(duì)不起，讓您久等了，我找到了(haveyouwaiting)2.感謝與回答Thankyou.Thanks.Thankyouverymuch.That’sveryniceofyou.You’rewelcome.It’smypleasure.不客氣。Notatall.Don’tmentionit.3.電話用語(yǔ)注意：（接電話人自我介紹時(shí)不能說“Iam……而要用thisi
5、s......speaking.”問對(duì)方是誰(shuí)時(shí)不能說“whoareyou?而要說whoisthis?”）如：---Goodmorning,thisisTomspeaking,whoisspeaking?前臺(tái)英語(yǔ)4.Doyouhaveareservation?/Haveyouareservation?請(qǐng)問您有預(yù)訂嗎？5.MayIhaveyourname?我可以知道您的名字嗎？6.Mr.Wang,Justamomentplease.I’llcheckthecomputer.王先生請(qǐng)稍等，我查一下電腦。7.Sorrytokeepyouwaiting,I’vegotit.對(duì)不
6、起，讓您久等了，我找到了。8.MayIhaveyourpassport,please?我可以看一下您的護(hù)照嗎？9.Pleasefillintheregistrationform?Thankyou.請(qǐng)您填寫一下登記單好嗎？謝謝。10.Whatmethodofyourpayment,bycreditcardorincash?我可以知道您的付款方式嗎？是用信用卡還是用現(xiàn)金？11.MayIhaveitforimprint,please?我可以為您刷卡嗎？12.Pleasesignyournamehere.請(qǐng)您在這里簽字。13.MayIhavesomedeposit?您可以付一
7、些預(yù)付金嗎？14.Thisisyourwelcomecardandkeycard,yourroomnumberis203onthe2floor,ourBellboywillshowyoutoyourroom.這是您的歡迎卡和鑰匙卡，您的房號(hào)是203，位于2層，我們的行李員將帶您進(jìn)入房間。總機(jī)英語(yǔ)22.Wehavestandardroom,deluxeroom,suiteroomandsoon.Roomrateis528RMBincludingfifteenpercentservicecharge,whatkindofroomdoyoulike?我們酒
