酒店通用英语
（一）问候
当客人走进酒店时，我们应该向客人主动问好。
Good morning/ afternoon/ evening. 上午好/下午好/晚上好。
eg :
Staff: Good morning/ afternoon/ evening. How may I help you?
Guest: I want to stay one night.
Staff: Certainly, sir. The reception is over there. Follow me, please.
（二）指路
当客人向你询问去处，我们应该及时并清楚的为客人指路。
Turn right /left 向右/左转；
go straight 直行；
go along this road 请沿这条路直行；
This way please请这边走；
on your right/left hand . 在您的右/左手边。
eg :
Guest: Could you tell me how can I get to the business centre?
Staff: Certainly, sir. The business centre is on the fifth floor. This way to the elevator, and then you will find it on your right hand side.
（三）致歉
因为我们的原因让客人久等，我们应该及时上前致歉。
I’m sorry to have kept you waiting. 对不起，让您久等了。
eg :
Guest: I have waited my beef for 20 minutes!
Staff: I am sorry to have kept you waiting, sir. I will confirm with the kitchen right now.
（四） 询问
当客人在酒店大堂吧等候他的朋友，我们应该主动上前询问他的需要。
What can I do for you? 我可以为您做什么？
How may I help you? 我可以帮您么？
eg :
Staff: Good morning/ afternoon/ evening, sir. How may I help you?
Guest: I am waiting for my friend who will arrive at the hotel in 10 minutes.
Staff: No problem, sir. Would you like to have something to drink? How about a glass of Coca?
Guest: All right.
（五） 告别
Good-bye，Mr./Ms.×××. 再见，××先生/女士。
Have a nice day. 祝您愉快。
Have a nice evening.祝您晚安。
Have a nice trip. 祝您旅途愉快。
（六）接听电话的标准：
铃响三声内必须接起，并使用正确语言。
一线部门： 部门英文名称+您好+部门中文名称。
二线部门： 您好+部门中文名称
eg:
Staff 1: Reception,您好，前台。
Staff 2: 您好，电脑房。
当客人需要联系另一位在店客人时，我们应该这样服务。
The line is busy now. 现在电话占线。
Hold on (the line) please. 请稍等。
Could I have your name, sir? 我可以知道您的姓名么？
I’ll put you through. 我帮您接入。
Would you please call later? 请稍后打过来好么？
eg:
Staff: Good afternoon, sir. May I help you?
Guest: I need to speak to Mr. Right in Room 1234.
Staff: No problem, sir. Could I have your name, sir?
Guest: John Penni
Staff: Mr. Penni, I will put you trough immediately.
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