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1、惠州康帝国际酒店 餐饮部餐厅英语培训Basic English for Hotel Service一、酒店服务基础英语称谓(Addressing):1. （直接）Mr. , Mrs. Ms. , Miss, sir, madam, gentlemen, ladies, young lady, young gentleman.（间接）the lady with you, the gentleman with you, that lady, that gentleman.问好(Greeting):2. Good morning, sir/madam.3. Good afternoon, sir/m
2、adam.4. Good evening, sir/madam.5. How are you today, sir?（回答：Fine, thank you. And you?）欢迎(Welcoming):6. Welcome to the Hotel.7. Welcome to our restaurant.8. Were glad to see you again.询问/征询(Asking/inquiring):9. May I have your name, please?10. Your initials, please?11. May I have your first name?12
3、. May I take you order now?13. May I have your room number?14. May I have your signature, sir? here please.15. May I know who Im talking with?（打电话时用）16. May I ask who is next?17. May I be of service, madam?18. May I recommend our , sir?19. May I help you with , madam?20. Would you like me to book a
4、for you?21. Would you like to sit by the window?惠州康帝国际酒店 餐饮部餐厅英语培训22. Would you like to have a cup of tea?23. Is there anything else I can do for you, madam?24. How about a ?祝愿/祝福(Expressing good wishes):25. Have a pleasant stay at the , sir.26. Have a pleasant stay with us, madam.27. Have a nice da
5、y!28. Have a pleasant evening.29. Have a good weekend!30. Have a good day.31. Enjoy your stay/day.32. Happy New Year!33. Merry Christmas!34. Happy Birthday!对一般祝愿的回答( Answers to good wishes):35. You too, Mr. .36. The same to you, sir/madam.致谢(Expressing thanks):37. Thank you.38. Thank you very much.3
6、9. Thank you for telling us.40. Thank you for your compliment.41. Thank you for coming.42. Thank you for calling.43. Thank you for waiting.44. Thank you for being so understanding.（得到谅解时用）45. Thats very kind of you. Thank you very much.惠州康帝国际酒店 餐饮部餐厅英语培训对致谢的回答(Answers to thanks):46. You are welcome.
7、47. With pleasure.48. My pleasure.49. Thank you.（用升调）致歉(Apologizing):50. Excuse me. (打扰客人时)51. Im awfully sorry.52. I beg your pardon, sir.53. Excuse me for interrupting.（不得不打扰客人时）54. Sorry to have bothered you.（打扰客人后）55. Im very sorry. There could have been a mistake. I do apologize.（有投诉时）56. Im so
8、rry. Would you excuse me, please.（中止谈话时用）57. Im sorry. Im being called.（同上）58. Im sorry to have kept you waiting, sir.（让客人久等时用）59. Im sorry. The house/restaurant is fully booked.60. Im sorry. We have run out of .对道歉的回答(Answers to apology):61. Thats all right.62. It doesnt matter.指示(Directing):63. Le
9、t me show you.64. This way, please.65. Please dial “0”, sir.66. It will be on your right hand side. You wont miss it.67. Go straight ahead.68. Go down to the lobby.69. Please take the lift to the 3rd floor.惠州康帝国际酒店 餐饮部餐厅英语培训70. Turn left/right at the first corner.提示(Arousing attention):71. Here you
10、are.（递东西时）72. Here we are.（到目的地时）73. There comes the taxi.（有的士来时）74. There he is.（发现要找的人时）75. Be aware of the ceiling, sir.表示安慰(Reassuring):76. Dont worry, madam. Well see to it.77. Ill look into the matter.78. Ill be with you in a moment.79. There is no hurry, sir. Take your time.80. It wont be too
11、 long, sir.81. Please take you time, madam.82. Well let you know as soon as there is any available.83. Ill report it to my manager.表示乐意效劳(Willing to serve):84. Very good, sir. Ill be glad to help.85. Certainly, madam. Ill be happy to do it.86. Yes, I will.87. Yes, certainly, just leave it to us, sir
12、.88. Glad to be of service. Please feel free to contact us anytime.89. My name is , if there is anything I can do for you, just let me know.表示婉拒(Declining):90. Im afraid such information is confidential.91. Thats very kind of you, but no, thank you.92. That wont be necessary, sir, but thank you all
13、the same.93. Im afraid we cannot do that.惠州康帝国际酒店 餐饮部餐厅英语培训肯定答复(Positive answers):94. Certainly, sir, I will bring it to you right away.95. We do have available.未肯定时的答复(Uncertain answers):96. Im sorry I cannot guarantee, but Ill do my best.97. Im sorry, madam, Im not sure, but Ill ask my manager/the
14、 chef about it for you.98. If you wait a moment, sir, Ill try to find out.否定的答复(Negative answers):99. Im sorry, there is no discount.100. Im sorry, madam, Im afraid we dont have any available.表示高兴(Expressing happiness):101. My pleasure. Im happy everything was to your satisfaction.102. Im glad to he
15、ar that.表示遗憾(Expressing pity):103. Im sorry to hear that.104. Its a great pity.表示关怀(Expressing concern):105. Did you have a nice trip?106. Are you all right, sir?107. I hope you did not hurt yourself.108. Would you like to see the doctor?109. I hope you feel better now.表示谦让(Being modest):110. After you, sir.111. You first, sir.请让路(Ask
