★英語口語頻道為網(wǎng)友整理的《酒店中高級服務(wù)員英語日常用語 》，供大家參考學(xué)習(xí)。
1.飯店員工必用詞匯：
Please 請
Excuse me 對不起
Pardon? 對不起，請您再說一遍好嗎？
I’m very sorry. 非常抱歉。
Thank you . 謝謝。
2.聽見或遇見對客人不利的事時：
I’m sorry to hear that. I hope you are better soon. 聽到這個我很遺憾，我希望您好很快會好起來。
I’m sorry to hear that. Have a good rest. 聽到這個我很遺憾，您好好休息一下吧。
I’m sorry to hear that .Take it easy today. 聽到這個我很遺憾，今天您可別著急。
3.客人碰到意外（如電梯門碰到他）時：
I hope you did not hurt yourself. 我希望您沒有受傷.
Are you hurt? 您傷著沒有?
Did you hurt yourself? 您傷著了沒有?
4.離開客人時:
Have a nice day. 祝您今天過得愉快.
Have a pleasant evening.祝您今晚過得愉快.
Have a good weekend. 祝您周末過得好.
5.當(dāng)客人要什么東西時:
Certainly, sir. If you can excuse me, I’ll fetch it . 好的先生.如果您能允許我離開的話,我去把它拿來.
Yes, sir. It’s no problem. 好的先生.這不成問題.
Here you are, sir. 這兒就是,先生.
Here’s your change, madam. 這是您的找零,夫人.
6.必須離開客人去拿他們所要的東西時:
Just a moment, please, miss. I’ll go and get it right away. 小姐,請稍等片刻.我馬上給您去拿來.
Immediately, madam. 夫人,我馬上去拿來.
Sorry to have kept you waiting. 很報歉讓您久等了.
7.給客人讓路時:
After you, madam. 夫人,請.
You first, sir. 先生,您先請.
8.推小車或提重物經(jīng)過客人身旁時:
Excuse me, madam. 請原諒,夫人.
Could you please make way, madam? 可不可以請您讓讓路,夫人?
May I come through , please? 請問我可以穿過去嗎?
通過之后:
Thank you ,madam. 謝謝您, 夫人.
9.上菜或斟酒時不得不向客人俯下身去或不得不在 外賓面前通過時:
Excuse me ,please. 請原諒.
偶然碰撞客人時:
I beg your pardon . 請您原諒.
10.當(dāng)客人詢問是不是可以拿某物時:
By all means, sir . let me help you . 當(dāng)然可以,先生.讓我來幫您.
Certainly, madam, let me help you. 當(dāng)然可以,夫人.讓我來幫您.
Yes ,sir . allow me. 是的,先生,請允許我來幫您.
Go ahead, please . you’re welcome. 請拿吧,您可以隨意使用.
Take mine, madam. 請用我的,夫人.
11.看見客人在搬椅子或包裹需要幫助時:
Allow me , madam. 請允許我?guī)湍?夫人.
Let me take that ,sir. 讓我來拿,先生.
12.當(dāng)客人送東西給你時:
可以接受:
It’ very kind of you. I don’t know how to thank you properly. You really shouldn’t have. 您真好.我不知道怎樣謝您才好.您真的不必那么客氣.
婉言拒絕:
Thank you ,no. We are not allowed to drink on duty.謝謝,不能.上班時間我們不允許喝酒.
That’s very kind , but no ,thank you . 您太好了,不過我不能,謝謝您.
Thank you very much. But I can’t accept. 十分感謝,不過我不能接受.
13 .當(dāng)中斷和客人的交談時:
Excuse me , I must serve that client. 請原諒, 我必須去照料那位客人.
I’m sorry ,sir I must go . Nice talking with you. 很報歉,先生,我必須走啦.和您談話真令人愉快.
Will you excuse me ,please? 請原諒我.
14.當(dāng)外賓對你解釋什么事情時:
I see 我明白.
Yes, I see .是的,我明白.
如果同意他的話:
That’s true.確實這樣.
Yes ,exactly. 是的,完全如此.
如果對所聽到的事感到意外:
Really? How interesting! 真的嗎?多有趣.
Is that so ? 是那樣的嗎?
15.當(dāng)客人因為自己動作慢\手腳不靈或殘疾而感到困窘時:
Please take your time, sir. There is no hurry. 請慢慢來,先生.不用忙.
Don’t worry, madam. We’ll see to it . 不必?fù)?dān)心, 夫人. 我們會料理的.
Don’t worry, sir. We’ll clean it up. 不必?fù)?dān)心,先生. 我們會把它收拾干凈的.
16.當(dāng)要求客人折回來或請他簽字,或要打斷他的談話時:
Excuse me , sir. May I have your room number? 請原諒,先生,您的房間號碼是幾號?
Excuse me for interrupting. 請原諒我打斷您啦.
May I take up a few moments of your time? 我可以占用您一些時間嗎?
May I speak to you for a moment, madam? 我可以和您談一會兒話嗎?夫人?
Would you be so kind as to sign this? 請您在這里簽字好嗎?
17.當(dāng)人手短缺而外賓需要服務(wù)時:
May I ask who’s next, please? 請問,下一個輪到誰?
I’ll be with you in a moment ,sir. 我一會兒就來招乎您,先生.
I’m sorry. I must take each guest by turn , sir. 很報歉,我必須按先后次序為顧客服務(wù),先生.
I’ll be with you as soon as possible. 我將盡快來為您服務(wù).
18.當(dāng)客人提出批評時:
Thank you for telling us . It won’t happen again. Please accept our apologies. I’ll let the person in charge know.謝謝您告訴我們,夫人.這種事不會再發(fā)生.請接受我們的道歉.我會把這件事向我們主管人員報告的.
19.領(lǐng)路的時候:
Please follow me, sir. 先生,請跟我來.
Would you please come this way? It’s along here. 請您這邊走,好嗎?那是在這兒.
當(dāng)客人有跌倒的危險:
Mind (watch) your step, sir. 請當(dāng)心,先生./走路小心,先生.
May I suggest you hold the rail ? It’s very slippery, sir. 請您扶好扶手.這兒很滑,先生.
當(dāng)領(lǐng)客人到達(dá)目的地時:
Here we are , room 2208. 第2208號房間到啦.
20.當(dāng)服務(wù)完離開客人的房間或餐桌時:
Will that be all, madam and sir? 就這些嗎,夫人,先生?
Is there anything else I can do for you ? 我還能為您做別的什么事嗎?
Is there anything else I can get for you ? 我還能為您拿些別的什么東西?
1.飯店員工必用詞匯：
Please 請
Excuse me 對不起
Pardon? 對不起，請您再說一遍好嗎？
I’m very sorry. 非常抱歉。
Thank you . 謝謝。
2.聽見或遇見對客人不利的事時：
I’m sorry to hear that. I hope you are better soon. 聽到這個我很遺憾，我希望您好很快會好起來。
I’m sorry to hear that. Have a good rest. 聽到這個我很遺憾，您好好休息一下吧。
I’m sorry to hear that .Take it easy today. 聽到這個我很遺憾，今天您可別著急。
3.客人碰到意外（如電梯門碰到他）時：
I hope you did not hurt yourself. 我希望您沒有受傷.
Are you hurt? 您傷著沒有?
Did you hurt yourself? 您傷著了沒有?
4.離開客人時:
Have a nice day. 祝您今天過得愉快.
Have a pleasant evening.祝您今晚過得愉快.
Have a good weekend. 祝您周末過得好.
5.當(dāng)客人要什么東西時:
Certainly, sir. If you can excuse me, I’ll fetch it . 好的先生.如果您能允許我離開的話,我去把它拿來.
Yes, sir. It’s no problem. 好的先生.這不成問題.
Here you are, sir. 這兒就是,先生.
Here’s your change, madam. 這是您的找零,夫人.
6.必須離開客人去拿他們所要的東西時:
Just a moment, please, miss. I’ll go and get it right away. 小姐,請稍等片刻.我馬上給您去拿來.
Immediately, madam. 夫人,我馬上去拿來.
Sorry to have kept you waiting. 很報歉讓您久等了.
7.給客人讓路時:
After you, madam. 夫人,請.
You first, sir. 先生,您先請.
8.推小車或提重物經(jīng)過客人身旁時:
Excuse me, madam. 請原諒,夫人.
Could you please make way, madam? 可不可以請您讓讓路,夫人?
May I come through , please? 請問我可以穿過去嗎?
通過之后:
Thank you ,madam. 謝謝您, 夫人.
9.上菜或斟酒時不得不向客人俯下身去或不得不在 外賓面前通過時:
Excuse me ,please. 請原諒.
偶然碰撞客人時:
I beg your pardon . 請您原諒.
10.當(dāng)客人詢問是不是可以拿某物時:
By all means, sir . let me help you . 當(dāng)然可以,先生.讓我來幫您.
Certainly, madam, let me help you. 當(dāng)然可以,夫人.讓我來幫您.
Yes ,sir . allow me. 是的,先生,請允許我來幫您.
Go ahead, please . you’re welcome. 請拿吧,您可以隨意使用.
Take mine, madam. 請用我的,夫人.
11.看見客人在搬椅子或包裹需要幫助時:
Allow me , madam. 請允許我?guī)湍?夫人.
Let me take that ,sir. 讓我來拿,先生.
12.當(dāng)客人送東西給你時:
可以接受:
It’ very kind of you. I don’t know how to thank you properly. You really shouldn’t have. 您真好.我不知道怎樣謝您才好.您真的不必那么客氣.
婉言拒絕:
Thank you ,no. We are not allowed to drink on duty.謝謝,不能.上班時間我們不允許喝酒.
That’s very kind , but no ,thank you . 您太好了,不過我不能,謝謝您.
Thank you very much. But I can’t accept. 十分感謝,不過我不能接受.
13 .當(dāng)中斷和客人的交談時:
Excuse me , I must serve that client. 請原諒, 我必須去照料那位客人.
I’m sorry ,sir I must go . Nice talking with you. 很報歉,先生,我必須走啦.和您談話真令人愉快.
Will you excuse me ,please? 請原諒我.
14.當(dāng)外賓對你解釋什么事情時:
I see 我明白.
Yes, I see .是的,我明白.
如果同意他的話:
That’s true.確實這樣.
Yes ,exactly. 是的,完全如此.
如果對所聽到的事感到意外:
Really? How interesting! 真的嗎?多有趣.
Is that so ? 是那樣的嗎?
15.當(dāng)客人因為自己動作慢\手腳不靈或殘疾而感到困窘時:
Please take your time, sir. There is no hurry. 請慢慢來,先生.不用忙.
Don’t worry, madam. We’ll see to it . 不必?fù)?dān)心, 夫人. 我們會料理的.
Don’t worry, sir. We’ll clean it up. 不必?fù)?dān)心,先生. 我們會把它收拾干凈的.
16.當(dāng)要求客人折回來或請他簽字,或要打斷他的談話時:
Excuse me , sir. May I have your room number? 請原諒,先生,您的房間號碼是幾號?
Excuse me for interrupting. 請原諒我打斷您啦.
May I take up a few moments of your time? 我可以占用您一些時間嗎?
May I speak to you for a moment, madam? 我可以和您談一會兒話嗎?夫人?
Would you be so kind as to sign this? 請您在這里簽字好嗎?
17.當(dāng)人手短缺而外賓需要服務(wù)時:
May I ask who’s next, please? 請問,下一個輪到誰?
I’ll be with you in a moment ,sir. 我一會兒就來招乎您,先生.
I’m sorry. I must take each guest by turn , sir. 很報歉,我必須按先后次序為顧客服務(wù),先生.
I’ll be with you as soon as possible. 我將盡快來為您服務(wù).
18.當(dāng)客人提出批評時:
Thank you for telling us . It won’t happen again. Please accept our apologies. I’ll let the person in charge know.謝謝您告訴我們,夫人.這種事不會再發(fā)生.請接受我們的道歉.我會把這件事向我們主管人員報告的.
19.領(lǐng)路的時候:
Please follow me, sir. 先生,請跟我來.
Would you please come this way? It’s along here. 請您這邊走,好嗎?那是在這兒.
當(dāng)客人有跌倒的危險:
Mind (watch) your step, sir. 請當(dāng)心,先生./走路小心,先生.
May I suggest you hold the rail ? It’s very slippery, sir. 請您扶好扶手.這兒很滑,先生.
當(dāng)領(lǐng)客人到達(dá)目的地時:
Here we are , room 2208. 第2208號房間到啦.
20.當(dāng)服務(wù)完離開客人的房間或餐桌時:
Will that be all, madam and sir? 就這些嗎,夫人,先生?
Is there anything else I can do for you ? 我還能為您做別的什么事嗎?
Is there anything else I can get for you ? 我還能為您拿些別的什么東西?