歡迎和問候語:1、Good?morning(afternoon?,?evening)?,?sir(madam)早上(下午、晚上)好,先生(夫人)。2、How?do?you?do?您好!(初次見面)Glad?to?meet?you?.很高興見到您。3、How?are?you?您好嗎Fine?,?Thanks?.?And?you很好,謝謝。您好嗎4、Welcome?to?our?hotel?(restaurant?,?shop).歡迎到我們賓館(餐廳、商店)來。5、Wish?you?a?most?pleasant?stay?in?our?hotel?.愿您在我們賓館過得愉快。6、I?hope?you?will?enjoy?your?stay?with?us.希望您在我們賓館過得愉快。(客人剛入店時)I?hope?you?are?enjoying?your?stay?with?us.希望您在我們賓館過得愉快。(客人在飯店逗留期間)I?hope?you?have?enjoyed?your?stay?with?us.希望您在我們賓館過得愉快。(客人離店時)7、Have?a?good?time!祝您過得愉快!電話用語:8、**hotel?,?front?desk?.?Can?I?help?you?**飯店,前廳。您找誰9、Sorry?,?I’ve?dialed?the?wrong?number?.對不起,我撥錯號了。10、May?I?speak?to?your?general?manager?能和你們總經理說話嗎Speaking.我就是。11、Sorry?,?he?is?not?in?at?the?moment?.對不起,他現在不在。Would?you?like?to?leave?a?message您要留口信嗎12、Pardon.對不起,請再說一遍,好嗎I?beg?your?pardon.對不起,請再說一遍,好嗎祝賀語:13、Congratulations!祝賀您!14、Happy?birthday!生日快樂!15、Happy?new?year!新年快樂!16、Merry?Christmas!圣誕快樂!17、Have?a?nice?holiday!假日快樂!18、Wish?you?every?success!祝您成功!答謝和答應語:19、Thank?you?(very?much)?.謝謝您(非常感謝)。20、Thank?you?for?your?advice?(information?,?help)感謝您的忠告(信息、幫助)。21、It’s?very?kind?of?you?.謝謝,您真客氣。22、You?are?welcome?.不用謝。23、Not?at?all.不用謝。Don’t?mention?it?.不用謝。24、It’s?my?pleasure?.非常高興為您服務。(With?pleasure.)(My?pleasure.)25、I?am?at?your?service?.樂意為您效勞。26、Thank?you?for?staying?in?our?hotel.感謝您在我們酒店下榻。27、I’m?sorry?.很抱歉。28、E*cuse?me?.對不起。29、I’m?sorry?,It’s?my?fault.很抱歉。那是我的過錯。30、Sorry?to?have?kept?you?waiting?.對不起,讓您久等了。31、Sorry?to?interrupt?you?.對不起,打擾您了。32、I’m?sorry?about?this.對此表示抱歉。33、I?apologize?for?this.我為此道歉。34、That’s?all?right.沒關系。35、Let’s?forget?it.算了吧。征詢語:36、Can(May)I?help?you?我能幫您什么嗎Yes,?please.好的。37、What?can?I?do?for?you?.我能為您干點什么38、Is?there?anything?I?can?do?for?you有什么能為您效勞的嗎39、Just?a?moment?,?please.請稍等一下。40、May?I?use?your?phone?我能借用您的電話嗎Certainly.當然可以。Yes,?of?course?.當然可以。指路用語:41、Go?upstairs/downstairs.上樓/下樓。42、It’s?on?the?second?(third)?floor?.在二(三)樓。43、E*cuse?me.對不起。Where?is?the?washroom?(restroom,?elevator)?請問盥洗室(休息室、電梯)在哪兒This?way?,please.請這邊走Turn?left?/right.往左轉/右轉。

篇2:星級酒店英語培訓(簡約)

星級酒店英語培訓(簡)

Reservation預訂部

1/問候語;報部門;表示愿意客人提供幫助;

2/確認客人預訂日期;查看電腦客房狀態;

3/詢問客人姓名及英文拼寫,姓在前,名在后;復述確認;

4/介紹房間各類和房價,從高價房到低價房;詢問客人公司名稱;查尋電腦,確認是否屬于合同單位,便于確定優惠價

5/詢問客人付款方式,在預訂單上注明,公司或者旅行社承擔費用者,要求在客人抵達前電傳書面信函,做付款擔保并在預訂單上注明;

6/詢問抵達航班及時間;向客人說明,無明確抵達時間和航班,,飯店只能保留房間到入住當天下午18:00;如果客人預訂的抵達時間超過下午18:00,要求客人做擔保預訂;

7/詢問客人特殊要求,如:是否需要接機、訂餐服務等;對有特殊要求者,詳細記錄并復述;

8/預訂代理人姓名、單位、電話號碼;詢問有關情況

9/時期、航班;房間種類、房價以及數量;客人情況;特殊要求;付款方式;代理人情況;

10/向客人致謝

Alongdistancecallreservation長途電話預訂

R:******hotel.Reservation**speaking,mayIhelpyou?

B:I’mcallingfromNewYork.I’dliketobookaroominyourhotel.

R:Thankyouforcalling!MayIknowyourarrivalanddeparturedates?

B:fromOct26thtoOct29th.

R:Thankyouforwaiting,yessirwecanbookaroomforyo

篇3:某星級酒店英語培訓

Reservation預訂部

1/問候語;報部門;表示愿意客人提供幫助;

2/確認客人預訂日期;查看電腦客房狀態;

3/詢問客人姓名及英文拼寫,姓在前,名在后;復述確認;

4/介紹房間各類和房價,從高價房到低價房;詢問客人公司名稱;查尋電腦,確認是否屬于合同單位,便于確定優惠價

5/詢問客人付款方式,在預訂單上注明,公司或者旅行社承擔費用者,要求在客人抵達前電傳書面信函,做付款擔保并在預訂單上注明;

6/詢問抵達航班及時間;向客人說明,無明確抵達時間和航班,,飯店只能保留房間到入住當天下午18:00;如果客人預訂的抵達時間超過下午

18:00,要求客人做擔保預訂;

7/詢問客人特殊要求,如:是否需要接機、訂餐服務等;對有特殊要求者,詳細記錄并復述;

8/預訂代理人姓名、單位、電話號碼;詢問有關情況

9/時期、航班;房間種類、房價以及數量;客人情況;特殊要求;付款方式;代理人情況;

10/向客人致謝

Alongdistancecallreservation長途電話預訂

R:******hotel.Reservation**speaking,mayIhelpyou?

B:I’mcallingfromNewYork.I’dliketobookaroominyourhotel.

R:Thankyouforcalling!MayIknowyourarrivalanddeparturedates?

B:fromOct26thtoOct29th.

R:Thankyouforwaiting,yessirwecanbookaroomforyo

uonthatdays.Sowhatkindofroomwouldyoulike,sir?Wehavesinglerooms,doublerooms,suitesanddelu*esuites.Whichwould

youlike?

B:suite,please

R:wouldyoulikebreakfast?

B:no,thanks.

R:canyougivemeyournameplease,sir?

B:Brawn.

R:thankyou,Mr.Brown.

R:verywell,Mr.Brawn,asuitewithoutbreakfastfromOct26thtoOct29th.amIcorrect?

B:yes,thankyou.

R:whattimewillyoubearriving,Mr.Brown?

B:Around5:00p.m.

R:Allright.You’llbee*pectedtobeherethen.

B:that’sfine.Thankyou.Good-bye.

R:Thankyouforcalling.Good-bye.

ALOCALCALLRESERVATION本地電話預訂

R:******hotel.Reservation**speaking,mayIhelpyou?

C:I’dliketobookasingleroomwithshowerforMrSmith.Heplanstoarriveonthe20thofthismonth.

R:canyouspellitforme?

C:s-m-I-t-h.

R:thankyou.

R:Howlongwillhestaying?

C:Idon’tknow,butitcouldbeanythingfromseventotendays.

R:thenwecanonlyconfirmaroomfromthe20thtothe27th.I’mafraidwewon’tbeabletoguaranteehimaroomafterthe27th.

Weusuallyhavehighoccupanciesinthepeakseasons.

C:whatifthereisn’tanyroomthen?

R:don’tworry,sir.Wecaneitherputhimonawaitinglistorfindhimaroominanearbyhotel.

C:fine.Hwmuchdoyouchargeforasingleroomwithbreakfast?

R:foronnight,thehotelcostwouldbe20000yuan.Howwillhebepaying,sir?

C:hiscompanywillcoverallthee*penses.We’llsendyouacheckrightaway.

R:Thankyou.sir.Hereisyourbookinginformation,asingleroomwithbreakfastfromMay20thto27thforMr.smith.AmIright?

C:thatright,thankyou.

R:thankyouforcalling.Good-bye。

Changethereservation更換預訂

R:******hotel.Reservation**speaking,mayIhelpyou?

C:I’mSmith.I’vebookedasingleroomwithshoweronthe20thofthismonth.

R:Canyouwaitforawhile?Thankyouforwaiting,yessirwegetyourreservationonthatdate.Soanythingwecandoforyour?

G:I’mliketochangemyreservationto25ththismonthfor3day.

R:IfsocanyouwaitforasecondI’llcheckifwecanofferyouaroomonthatdatethankyouforwaiting,yessirwecanoffer

youasingleroomwithshowonSep25thtoSep28th.Canyoutellmewhendidyouplantoarriveatourhotel?

G:Maybe7PM.

R:SoMrsmithwewillkeeptheroomforyoubefore8o’clock.

G:Thatbefine.

R:Anythingelsewecandoforyou?

G:NOthankyou.

R:Thankyouforyourcalling,andwelookforwardtoserveyou.

1、接收客人更改預訂信息:詢問要求更改預訂客人的姓名及原始到達日期和離店日期;詢問客人現要更改的內容;

2、確認更改預訂:在確認新的內容之前,如果客人要更改的是日期、先要查尋客房

出租情況;在有空房情況下,為客人確認更改預訂并填寫預訂更改單;重復并記錄更改內容及預訂代理人的姓名及聯系電話;

3、存檔:將原始預訂單找出;將更改的預訂單放置上面訂在一起;按日期存檔;

4、未確認預訂的處理:如果客人需要更改的內容是日期,飯店客房已訂滿,應及時向客人解釋;告知客人預訂暫時放在后補名單上;如果飯店有

空房時,及時與客人聯系;

1、接到取消預訂信息:詢問要求取消預訂客人的姓名、到達日期、離開日期及取消的原因

2、確認取消預訂:記錄取消預訂人或預訂代理人的姓名及聯系電話;

3、處理取消預訂:感謝預訂人將取消預訂要求及時通知飯店;詢問客人是不要做下一個階段的預訂;將預訂取消的信息輸入電腦;