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1、 PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION . ATTITUDE . EMPOWERMENT . PROFESSIONALISMBasic English Basic EnglishTraining Workbook PERFORMANCE THROUGH PEOPLEPERFORMANCE . PASSION . ATTITUDE . EMPOWERMENT . PROFESSIONALISMGreeting 问候- Good morning/ afternoon/ evening, sir/ madam! 早上好/下午好/晚上好，先生/
2、夫人！- How are you today, sir? 您好吗，先生？- How do you do!您好吗？- How are you (doing)?最近好吗？- Nice to meet/see you!很高兴见到你！Welcome 欢迎- Welcome to Kempinski Hotel Dalian!欢迎光临大连凯宾斯基饭店。- Welcome to our restaurant.- 欢迎光临本餐厅。- Were glad to see you again.- 很高兴见到您。Asking/inquiring 询问/征询- May I have your name, please
3、?- 可以告诉我您的名字吗？- Your initials, please?- 请告诉我您姓名的首字母。- May I have your signature here, sir?- 请您在这里签字。- Would you like to leave a message? - 您需要留口信么？- I beg your pardon? - 您能再说一遍么？- What do you think of our service?- 您觉得我们的服务怎么样？- May I know your name/room number?- 能告诉我您的名字/房号么？- May I know whom Im ta
4、lking to?请问您是哪位？（打电话时用）- May I be of (your) service, madam?请让我为您服务，夫人。- May I recommend our xx to you, sir?先生，我向您推荐xx。- How about a xx?xx怎么样？- Would you like me to book you a xx?为您预订xx，可以吗？- Would you like to sit by the window?您喜欢坐窗边的位置吗？- Would you like to have a cup of tea?您来一杯茶吗？- Is there anythi
5、ng else I can do for you, madam?夫人，您还有什么需要吗？Expressing good wishes祝福- Have a pleasant stay with us, Sir.愿您和我们共度好时光。- Have a nice day/ a pleasant evening/ a good weekend!祝您今天/今晚/周末愉快！- Enjoy your stay/ day.祝您愉快！- Happy New Year/ Birthday!新年/生日快乐！- Merry Christmas!- 圣诞快乐！Answers to good wishes对祝愿的回答-
6、You too, Mr. xx /Ms. /Mrs. /Miss.也祝您愉快！- The same to you, sir/ madam.也祝您愉快！Expressing thanks 致谢- Thank you very much.- 非常感谢。- Thank you for coming.- 谢谢您的光临。- Thank you for being so understanding.- 谢谢您的理解。（得到谅解时用）- Thats very kind of you. Thank you very much.- 您真是太好了！谢谢！Answers to thanks对致谢的回答- You a
7、re welcome.- 不用谢- With pleasure.- 别客气- My pleasure. - 乐意为您效劳！- Glad to be of service. Please feel free to contact us anytime.- 很高兴为您服务，请随时与我们联系。Apologizing致歉- Excuse me.不好意思，打扰一下！- Im awfully sorry.- 真是很抱歉！- I beg your pardon.请您原谅！- Excuse me for interrupting.抱歉，打扰一下。不得不打扰客人时）- Sorry to have bothere
8、d you.抱歉，打扰了！（打扰客人后）- Im very sorry. There could have been a mistake. I do apologize.对不起，可能出了什么差错，我真诚向您道歉。（有投诉时）- Im sorry. Im being called.不好意思，有人叫我/有个电话找我。（终止谈话时）- Im sorry. A guest is waiting for me.抱歉，有个客人正在等我过去。（终止谈话 时）- Im sorry to have kept you waiting, sir.抱歉让您久等了！- Im sorry. The restaurant
9、is fully booked.很抱歉，餐厅已经订满了。Answers to apology对致歉的回答- Thats all right.- 没什么。- It doesntt matter.- 没关系。- Its nothing.- 这没什么。Directing 指示- Let me show you.我给您带路吧/我指给您看。- This way, please.- 请这边走。- It will be on your right hand side. You cant miss it.- 就在您的右手边。您会看到的- Go straight ahead.直走。- Go down to th
10、e lobby.- 往下走到大堂。- Please take the lift to the 3rd floor.- 请乘电梯到三楼。- Turn left/right at the first exit.- 在第一个出口向左/右走。Arousing attention 提示- Here you are.- 这是您要的XX。（递东西时用）- Here we are.- 就是这里了/我们到了。（到达目的地）- Here comes the taxi.- 出租车来了。 - Beware of the ceiling/ the wet floor, sir.- 先生，请小心天花板/湿地板。（到达目的
11、地）Reassuring表示安慰- Dont worry, madam. Well see to it.夫人，请别担心。我们会跟进这件事情的。- Ill look into the matter.- 我会调查这件事情。- Ill be with you in a moment.- 我马上就来。- There is no hurry, sir. Take your time.- 不要着急，请慢慢来。- It wont be too long, sir.时间不会太长的，先生。- Please take it easy, madam.夫人，请慢慢来。- Well let you know as so
12、on as there is any available.一有空位我们就会通知您的。- Ill report it to our manager.我会报告给经理的。Willing to serve表示乐意效劳- Ill be glad to help.乐意为您效劳！- Certainly, madam. Ill be happy to do it.当然，夫人，我非常乐意为您效劳！- Glad to be of service. Please feel free to contact us anytime.很荣幸为您服务。欢迎随时与我们联系。- My name is xx, if there i
13、s anything we can do for you, just let us know.我是xx,如果有什么需要，欢迎随时与我联系。Declining表示婉拒- Im afraid such information is confidential.抱歉，这是机密。- Thats very kind of you, but no, thank you.谢谢您的好意，但是，很抱歉我不能接受。- That wont be necessary, sir, but thank you all the same.不需要了，先生。不过还是谢谢您。- Im afraid we cannot do tha
14、t.恐怕我们不能那样做。Positive answer肯定的答复- Certainly, sir, Ill bring it to you right away.当然，我马上给您拿过来，先生。- We do have xx available.我们有xx。Uncertain answer未肯定时的答复- Im sorry we cannot guarantee it, but well do our best.很抱歉，我们不能保证，但是我们会尽力而为的。- Im sorry, madam, Im afraid Im not sure, but Ill ask someone for you. 很抱歉，夫人，我不能确定，不过我可以找另外的人为您服务。- If you wait a moment, sir, Ill try to find (it) out.如果您愿意稍等一会儿，我会找给您的。Negative answer否定时的答复- Im sorry, there is no
