酒店前台接待日常英语口语2.0.docxVIP

?May?I?see?your?passport,?please??请让我看一下您的护照好吗？??May?I?know?your?nationality,?please??请问您的国籍是什么？2．麻烦客人时，可使用Could?you?~Could?you?fill?out?the?form,?please??请您填写这张表格好吗？Could?you?write?that?down,?please??请您写下来好吗？?Could?you?draft?the?fax,?please??请您写下传真的草稿好吗？?Could?you?hold?the?line,?please??请不要挂电话好吗？3．询问客人的喜好或是做什么时，可使用Would?you?~??Would?you?like?tea?or?coffee??请问您要喝茶还是咖啡？Would?you?like?to?take?a?taxi??请问您要搭计程车吗？?Would?you?mind?sitting?here?请问您介意坐在这里吗**?只要在疑问词后加“Would?you?~”，就可以提出大部分的询问。How?would?you?like?to?settle?your?bill?请问您的账单如何处理？?How?long?would?you?like?to?stay?请问您要逗留多久？?在提供建议协助、征求意见时，可使用Shall?I?~?或Would?you?like?me?to?do?~??Shall?I?draw?the?curtains?请问需要我把窗帘拉上吗？?Shall?I?draw?you?a?map?请问要我为您画一张地图吗？?Shall?I?make?the?reservation?for?you?请问要我为您安排预约吗？?（二）招呼语 Good?morning.?(用于中午以前)Good?afternoon.?(用于中午至下午六点以前)Good?evening.?(用于下午六点过后)在这些招呼语的后面接句子，例如：?Good?morning,?sir.?Are?you?checking-out?早上好，先生，请问您要退房吗？?Good?afternoon,?sir.?Welcome?to?LI?JIA?Hotel.中午好，先生，欢迎光临丽嘉酒店?Good?evening,?Ms.?May?I?help?you?晚上好，小姐，请问我能为您服务吗？?后面也可以接上自己酒店名称、部门名称，如： Good?morning,?sir.?This?is?the?Front?Desk.?May?I?help?you??早上好，先生。这里是服务台，请问您需要服务吗？?（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.请对方再等一会儿Just?a?moment,?please.请稍等。Thank?you?for?waiting.您久等了，先生。I?am?very?sorry?to?have?kept?you?waiting.很抱歉让您久等了。?Could?you?wait?a?little?longer,?please?请您稍候好吗？3.要麻烦客人或是拒绝客人的要求时拒绝客人时，不要一口回绝说“No.”，要委婉一些。I?am?afraid?I?can’t?do?that.不好意思，我恐怕没办法那样做。 Excuse?me,?sir.?Please?let?me?pass.?不好意思，先生，麻烦让我过一下。4.道歉如果是自己的错就说“I?am?sorry.”;?如果是公司的错，就说：“We?are?sorry.”。I?am?very?sorry?for?the?delay.很抱歉延误了时间I?am?very?sorry?for?the?inconvenience.很抱歉造成您的不便。I?would?like?to?apologize?for?the?mistake.为这个错误我深致歉意。5.客人对自己说“Thank?you.”时回答You?are?welcome.不客气。Thank?you,?sir.谢谢您，先生。?Thank?you?very?much.非常感谢您。6.交给客人某些东西时，可以说Here?you?are?您要的东西在这里。Here?is?your?room?key?这是您的房间钥匙。Here?it?is.?这是您的东西。?7．当客人准备离开时，可以说：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.希望不久能再次见到您。?Thank?you?for?staying?w