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1、酒店英语ppt非正式英语正式英语What’syourname?MayIhaveyourname?您贵姓？请问您贵姓大名？Doyouwantsometea?Couldyoulikesometea?您要喝茶吗？请问您想喝茶吗？Overhere,please.Couldyoucomethiswayplease?这边请。请您往这边走好吗？不说OK,Sure,Yeah等，而要说Certainly,Sir.Hey,uh-huh,Hangon等，也不适合在酒店中使用。别说“Idon’tknow.”回答“不知道”是非常不礼貌的说法。可以说“justamoment,
2、please.I’llcheckthatforyou.”（请稍候，我来帮您确认），然后请有能力处理的人前来协助。对男性客人，尊称为Sir;面对女性客人时尊称为Ms.注意在招呼客人时，最好说“Excuseme,Sir(Ms)”,不要直接称呼Mr.或Ms.至于称呼小孩，可以直接使用Excuseme，但是不可以直接称呼boy或girl.基本待客英语基本句型招呼语回答MayI...?Couldyou...?Wouldyou...?ShallI...?MayI...自己要做什么事时，使用MayI...MayIhaveyourname,please?MayIs
3、eeyourpassport,please?MayIknowyournationality,please?国籍Couldyou...麻烦客人时，可使用Couldyou...Couldyoufillouttheform,please?Couldyouwritethatdown,please?Couldyoudraftthefax,please?Couldyouholdtheline,please?Wouldyou...询问客人的喜好或做什么时，使用Wouldyou...Wouldyouliketeaorcoffee?Wouldyouliketotak
4、eataxi?Wouldyoumindsittinghere?ShallI...提供建议协助、征求意见时，可使用ShallI...ShallIdrawthecurtains?ShallIdrawyouamap?ShallImakethereservationforyou?Goodmorning.Goodafternoon.Goodevening.Goodmorning,sir.Areyouchecking-out?Goodafternoon,sir.WelcometoLIJIAHotel.Goodevening,Ms.MayIhelpyou?Goo
5、dmorning,sir.ThisistheFrontDesk.MayIhelpyou?招呼语中午之前中午至下午六点以前下午六点过后回答一般性的回答Isee,sir.Certainly,sir.请对方再等一会儿Justamoment,please.Thankyouforwaiting.Iamverysorrytohavekeptyouwaiting.Couldyouwaitalittlelonger,please?要麻烦客人或是拒绝客人的要求IamafraidIcan’tdothat.Excuseme,sir.Pleaseletmepass.道歉I
6、amverysorryforthedelay.Iamverysorryfortheinconvenience.Iwouldliketoapologizeforthemistake.回答客人对自己说“Thankyou.”时回答Youarewelcome.Thankyouverymuch.Thankyou,sir.交给客人某些东西时，可以说Hereyouare.Hereisyourroomkey.Hereitis.回答当客人准备离开时Haveaniceday.PleaseenjoyyourstayWehopetoseeyouagainsoon.当客人的
7、英语难以理解时PardonPardonme?Ibegyourpardon?Couldyourepeatthat,please?回答B=行李服务员（Bellman）C=服务员(Clerk)H=客房服务员（Housekeeping）BC=领班（BellCaptain）G=客人（Guest）TotheFrontDesk.带客人到柜台练习一B:Goodevening,Ms.WelcometoChina-trustHotel.G:Thankyou.B:Howmanypiecesofluggagedoyouhave?G:Justthisthree.B:Twos
8、uitcasesandonebag.Isthatright?G:Yes.That’sall.B:I’llshowyouto
