May I help you sir? 我可以幫你嗎，先生?

How many pieces of your luggage sir? 你有多少件行李，先生?

Are these your luggage? 這些是您的行李嗎?

Is this everything, sir? 這是全部東西嗎，先生?

Let me help you with your luggage. 讓我來幫您拿吧。

I will take care of your luggage. 我會(huì)照看您的行李的。

Just moment please, sir. I'll bring them to you right away. 等一會(huì)兒，先生。我馬上送來。

The bellman will show you to your room, sir. 先生，行李生會(huì)送您到房間的。

Here is your room key. 給您房間鑰匙。

You may leave your luggage in the Concierge. 您可以把行李放在禮賓部。

Would you like to leave your luggage here? 您要寄存行李嗎?

Don’t worry, your luggage will be sent up at once. 別擔(dān)心，您的行李很 快就會(huì)送上去的。

May I know your room number? 您能告訴我您的房間號(hào)嗎?

May I have a look at your room card? 我可以看一下您的房卡嗎?

Do you mind if I put your luggage here? 我把您的行李放在這里好嗎?

Please sign your name here. 請您在這里簽名。

Would you like me to call a taxi for you? 你需要我為你叫一輛出租車嗎?

About 60 minutes by taxi from here to Airport. 從這里到機(jī)場大概需要 60 分鐘。

I'm sorry to have kept you waiting. 對(duì)不起讓你久等了。

Would you tell me your phone number? 您能告訴我您的電話號(hào)碼嗎?

After you, please./ You first, please. 你先請。

This way, please 這邊請。

Is there anything else I can do for you? 您還有什么事要我做嗎?

I’ll send the luggage up by another lift. 我乘另一部電梯把行李送上去。

Here we are, sir, room 1101 先生，1101 房到了。

一.對(duì)客提問方式

1. 自己要做什么事時(shí)，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(shí)候結(jié)帳離開?

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

2. 麻煩客人時(shí)，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 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(shí)，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(jì)程車嗎?

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

When would you like to visit Da Liang? 請問您想要何時(shí)參觀大良?

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(shí)用餐?

Who would you like to contact? 請問您想和誰聯(lián)絡(luò)?

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

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(xié)助、征求意見時(shí)，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(yù)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(diǎn)以前)

Good evening. (用于下午六點(diǎn)過后)

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

Good afternoon, sir. Welcome to XXX Hotel. 中午好，先生，歡迎光臨XXX酒店

Good evening, sir. May I help you? 晚上好，先生，請問我能為您服務(wù)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(duì)方再等一會(huì)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(shí) 拒絕客人時(shí)，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(cuò)就說“I am sorry.”; 如果是公司的錯(cuò)，就說：“We are sorry.”。

I am very sorry for the delay. 很抱歉延誤了時(shí)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(gè)錯(cuò)誤我深致歉意。

5.客人對(duì)自己說“Thank you.”時(shí)回答

You are welcome. 不客氣。

Thank you, sir. 謝謝您，先生。

6.交給客人某些東西時(shí)，可以說

Here you are. 您要的東西在這里。

7.當(dāng)客人準(zhǔn)備離開時(shí)，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(dāng)客人的英語難以理解時(shí) 面對(duì)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?qū)Ψ秸f“Just a moment, please.”, 然后請求他人協(xié)助。

Pardon? 對(duì)不起?(你能重復(fù)一遍嗎?)

Pardon me? 對(duì)不起?(你能重復(fù)一遍嗎?)

Sorry? 對(duì)不起?(你能重復(fù)一遍嗎?)

Could you repeat that, please? 請您重復(fù)一遍好嗎?