 你好！請(qǐng)問有什么可以幫到您？ Nihao, May I help you? / What can I do for you? 對(duì)不起/很抱歉 I am sorry / I am very sorry / I am apologizing
對(duì)不起 / 不好意思，讓您久等了! Thank you for waiting!
對(duì)不起 / 不好意思，您可以說大聲點(diǎn)嗎？ Excuse me. Do you mind to speak a little bit loud?
對(duì)不起 / 不好意思，您可以說的慢一點(diǎn)嗎？ Excuse me. Do you mind to speak a little bit slowly?
對(duì)不起 / 不好意思，您的電話信號(hào)不是很好。 Excuse me. I’m afraid your telephone signal is weak.
還有什么可以幫到您？ Anything else I could do for you? 謝謝您的來電 / 您的等候 / 您的到訪 Thank you for calling / for waiting/ for visiting
不用客氣 You are welcome / It’s my pleasure / Not at all 問候語(yǔ) Greetings 接聽外線電話:你好! xxx大酒店,請(qǐng)問有什么可以幫到你? Answering External Calls ：Nihao, XXX Hotel, May I help you？ 接聽內(nèi)線電話:你好!我是服務(wù)中心的xx,請(qǐng)問有什么可以幫到你? Answering Internal Calls：Nihao, Service Centre,This is xx, may I help you? 您好/早上好/下午好/晚上好/晚安 Nihao/ Good morning/ Good afternoon/Good evening. /Good Night 你好嗎? How do you do? / How are you? 見到你很高興! Nice to meet you! (The first time) Nice to see you! (The second time) 請(qǐng)稍等，我正在為你轉(zhuǎn)接電話，謝謝你的來電。再見！ Wait a moment please, I will connect your call. Thank you for calling! 轉(zhuǎn)接電話 Transferring a call 讓來電者等候 Place a caller on hold 先生/小姐，請(qǐng)你稍等一下好嗎？ Would you please wait a moment,Madam/Sir? 謝謝你的來電，再見！ Thank you for calling, goodbye! 結(jié)束對(duì)話 Ending of conversations Have a nice day. 祝你愉快！ Have a nice night. 祝你晚安！ 電話占線 When line is busy 對(duì)不起，先生/小姐，電話占線了。 I am sorry, xx. The line is busy now. 請(qǐng)您稍候再撥好嗎? Would you like call back again? 請(qǐng)問你需要留言嗎？ Would you like to leave a message? 電話沒有人接 there is nobody answer 對(duì)不起，先生/小姐，電話沒有人接。 I am sorry, xx. There is nobody answer. 請(qǐng)您稍候再撥好嗎? Would you like ring back again? 請(qǐng)問你需要留言嗎？ Would you like to leave a message? 留言服務(wù) Taking a message 請(qǐng)問你貴姓？你的公司名字？ May I have your name/company name?
請(qǐng)問怎么拼寫你的名字/公司名字? How to spell your name? /company name? 請(qǐng)問你的留言內(nèi)容？ May I know your message contents? 請(qǐng)問你的聯(lián)系方式？ May I have your contact number? 我可以重復(fù)你的留言嗎？ May I repeat your message? 這樣對(duì)嗎？我會(huì)轉(zhuǎn)告你的留言。 Is that correct? I will deliver your message. 返回等候的電話當(dāng)某人在接電話時(shí) Returning to the waiting call by the person who is originally answered the call Xx, 謝謝你的等候，xx 正在接聽另外一個(gè)電話。 Xx, thank you for waiting. Xx is engaged in another call. 請(qǐng)問你愿意稍等一下嗎？ Would you like to wait a moment？ 我可以幫你給他/她留言嗎？ May I take a message for him/her？ 要找的人不在辦公室 Someone is not in office Xx,謝謝你的等候，xx 不在辦公室。 Xx, thank you for waiting. Xx is not in his office. 我可以幫你給他/她留言嗎？ May I take a message for him/her? 返回話務(wù)臺(tái)的電話 Returning to the waiting call by individual asked for by the caller 謝謝你的等候，我是xx, 請(qǐng)問有什么可以幫到你？ Thank you for waiting, this is xx. May I help you? 詢問撥國(guó)際長(zhǎng)途 Asking for dial IDD 請(qǐng)您先撥“9”，然后撥國(guó)家代碼、城市區(qū)號(hào)再撥電話號(hào)碼。 Please dial 9 first then dial country code/city code and the telephone number you have. 詢問撥國(guó)內(nèi)長(zhǎng)途 Asking fordial DDD 請(qǐng)您先撥“9”，然后撥城市區(qū)號(hào)和電話號(hào)碼。 Please dial 9first then dialcountry code and the telephone number you have. 詢問撥外線 Asking fordial outside line 請(qǐng)您先撥“9”，然后再撥電話號(hào)碼。 please dial 9 first then dial the telephone number you have 大堂公用電話 Lobby house phone 對(duì)不起，先生/小姐，這分機(jī)只供酒店內(nèi)部使用. I am sorry, xx. This is for hotel in house phone use only. 請(qǐng)您使用旁邊的磁卡電話，或者請(qǐng)您到三樓商務(wù)中心打電話。 Please use the card payphone or go to the upstairs business centre to dial your number. 對(duì)不起，這部電話是內(nèi)線電話，我們不能幫您撥打外線電話。 I am sorry, but this phone is an in-house phone. we are unable to connect outside lines on this phone. 詢問誰打電話 Enquiring for who’s calling 對(duì)不起，先生/小姐，這里是XX大酒店服務(wù)中心. I am sorry, xx. This is service centre of xx hotel Shenzhen. 如果您沒有接聽電話，我們是查不到哪部分機(jī)打出去的。 We can’t check which extension had called you, if you aren’t answer your phone. 他/她下次打您電話的時(shí)候您再接聽好嗎？ If someone calls you again, could you please answering your phone? 對(duì)不起，如果您不知道他/她是哪個(gè)部門的. I am sorry, if you didn’t know he/she which department, I can’t transfer you call? 我們是沒有辦法幫您轉(zhuǎn)的，請(qǐng)您查清楚之后再打過來好嗎？ Could you tell me some details about it and call me back later, is that all right? If is a guest（如是客人） 請(qǐng)問客人的全名? Could you tell me the guest full name, please? 說不對(duì)住客名字： Didn’t know in-house guest full name 對(duì)不起，先生/小姐，××房間不是您說的這個(gè)名字登記的. I am sorry, xx. We haven’t this guest name in the room/register. 請(qǐng)問先生/小姐，還有其它名字登記嗎？ May I have another name, please? 轉(zhuǎn)前臺(tái)電話 Transferring to Front Desk 請(qǐng)問先生/小姐您是查詢還是訂房呢? would you like to make a reservation or enquiring? 訂房 Reservation 我?guī)湍D(zhuǎn)到訂房部預(yù)訂好嗎？ May I connect your call to reservation department? 查詢 Enquiring 我這里是服務(wù)中心，請(qǐng)問有什么可以幫到您呢? yes, this is service centre, May I help you? 客人要求開門 Guest request open the door 請(qǐng)問先生/小姐，你的房號(hào)是多少呢？ May I have your room number, xx ? 請(qǐng)您告訴我您的全名和出生日期好嗎？ Could you tell your full name and your date of birth? 為了住客的安全請(qǐng)告訴我您的出生年月日好嗎？ For the safety reason, we need to confirm your identification? 如說對(duì)客人的名字和生日 If a correct name and birthday 好的，我們馬上通知服務(wù)員幫您開門. All right, I will inform room attendant to open the door for you. 如說不對(duì)客人的名字和生日 If a incorrect name and birthday 對(duì)不起,為了住客的安全請(qǐng)您到前臺(tái)辦理確認(rèn)手續(xù)好嗎？ I am sorry,for the in-house guest safety reason, could you please come to the front desk to confirm your identification? 客房服務(wù) Housekeeping service 好的，先生/小姐，我馬上通知服務(wù)員把XXX送到您房間 All right, I will inform room attendant to delivery it for you right now. 清潔房間 Make up room 好的,我馬上通知服務(wù)員到您房間打掃. All right, I will inform room attendant to make it up your room right now. 好的,我馬上通知服務(wù)員到您房間收洗衣. All right, I will informroom attendant to pick it up your laundry right 搬運(yùn)行李 Luggage collection 請(qǐng)問xx先生/小姐，您有幾件行李？ How many pieces of luggage do you have, xx? 重復(fù)房號(hào) Repeat room number 請(qǐng)問xx 先生/小姐，您的房號(hào)是xx,對(duì)嗎？ Your room number is xx, is that right, xx ? 好的,我馬上通知行李生到您房間拿行李. All right, I will send a porter up right away, xx. 歡送您的客人 Greet your guest 謝謝您的來電，祝您愉快！ Have a pleasure day and thank you for calling! 送回行李 Luggage delivery 請(qǐng)問xx先生/小姐，您有幾件行李？ How many pieces of luggage do you have? 請(qǐng)您描述一下您的行李好嗎？什么顏色的？ Please describe your luggage and what colour is it? 請(qǐng)問您在入住是有收到任何的行李牌嗎？ Did you receive any luggage tag upon check in, xx? 請(qǐng)您讀出相關(guān)的號(hào)碼好嗎？ Could you please read to me the serial number? 對(duì)不起，您的行李送晚了。 I am sorry for the delivery of your luggage. 我會(huì)馬上送過來的。 I will check on the delay immediately. 謝謝您的來電，祝您愉快！ Have a pleasure day and thank you for calling! 客人退房 Guest check out 請(qǐng)您直接到一樓前臺(tái)收銀辦理退房就可以了。 you can come to the downstairs front desk to check out, please. 如您在房間是不方便查房的. If you stay in your room, we are inconvenient to check your room. 送物品的確認(rèn) Confirm items 您好，XX先生/小姐，我是服務(wù)中心的xx. Nihao, xx Sir/Madam. This is xx, calling form service centre. 請(qǐng)問您要的XX( 物品),服務(wù)員送到您房間了嗎? I would like to confirm if you have got your xx (Items)? 清潔確認(rèn) Confirm make up room 請(qǐng)問服務(wù)員到您房間打掃了嗎？ I would like to confirm if room attendant has cleaned up your room ? 洗衣確認(rèn) Confirm laundry 請(qǐng)問服務(wù)員幫您收洗衣了嗎? I would like to confirm if room attendant has picked up your laundry? 結(jié)束電話 Ending of calls 謝謝!祝您愉快!再見! thank you and have a nice day! Goodbye!
如是電話沒有聲音 If there is no answer 您好!這里是XX大酒店服務(wù)中心. Nihao, this is XX hotel service centre. 請(qǐng)問有什么幫到您? MayI help you? Greetings two times 2次問候語(yǔ). I am sorry, there is nobody answer. Thank you for calling. 不好意思，電話沒有聲音。謝謝來電。再見！ 叫醒服務(wù) Wake up call service 請(qǐng)問幾點(diǎn)鐘的叫醒服務(wù)呢,xx 先生/小姐? what time please, Sir/Madam? 請(qǐng)問xx 先生/小姐您的房號(hào)? May I have your room number, xx please? 記錄并重復(fù) Repeat and record 是的,先生/小姐.您的房號(hào)是XX,您的叫醒時(shí)間是早上XX.對(duì)嗎？ yes, xx. I will repeat your wake up call. Your wake up time is xx, in the morning. Your room number is xx. Is that correct? 提供第二次叫醒服務(wù)給豪華閣客人或是貴賓 Offer the second wake up call for VIP or horizon guest 請(qǐng)問XX 您需要第二次的叫醒服務(wù)時(shí)間嗎？ Xx, do you need a second wake up call/remind call? 好的，xx先生/小姐。我們會(huì)準(zhǔn)時(shí)叫醒您的。晚安！ All right, xx.We will wake you up on time. Good night! 保密入住 Confidential check in 對(duì)不起,先生/小姐。我們沒有這位客人入住.請(qǐng)您查清楚后再打過來好嗎? I am sorry, xx. We haven’t this name of the guest arrival. Could you check it details and call me back later? 請(qǐng)勿打擾 Do not disturb 對(duì)不起，先生/小姐。xx不在房間，請(qǐng)問您需要留言服務(wù)嗎？ I am sorry, xx. Xx is not in his/her room. Would you leave your message, please? I am very tired; I want to have a rest. So, Idon’t want to be disturbed. I have some important business to talk with my friend, please don’t disturb us Certainly, Sir. Could you tell me until what time? Until eight o’clock in the evening Until eight o’clock in the evening , Is that correct? Right, thank you. You are welcome, Sir. Have a niceday! Good bye. 去向留言 Guest lactation 對(duì)不起，先生/小姐。請(qǐng)問您什么時(shí)候回來？ I am sorry, xx. When you will come back? 如有人找您，我把電話轉(zhuǎn)到xx. 或是幫您留言服務(wù)？ If someone calls you, may I connect your call to xx. Or would you like to leave a message? 過濾電話 Screening of calls 請(qǐng)問您要找的客人全名？房號(hào)？ May I have the guest full name? Room number? 記錄和重復(fù) Reconfirm and record 備注：所有客人的特殊要求，我們需要記錄在系統(tǒng)上并寫在交接班本上。 Notes: all of guest special requests,we need to key in PMS, and write it down in log book. 查詢遺留物 Enquiring for lost & found 請(qǐng)問先生/小姐，您登記的全名是? 您的房號(hào)是多少? May I have your name, Sir/Madam? may I have your room number?
請(qǐng)問什么時(shí)候入住的? May I have your check in date? 請(qǐng)問先生/小姐您遺留的是什么物品? May I know what was you lost in our hotel? 用電腦系統(tǒng)查詢 use Opera system to found guest lost amenities. 請(qǐng)稍等，xx先生/小姐。我正在為您查詢。 Wait a moment, please. Xx. I will check it for you. 如有找到客人的遺留物 是的，先生/小姐。我有找到您的xx. If you had found out Yes,Sir/madam. I had found your xx. 建議客人回來取 請(qǐng)問先生/小姐什么時(shí)候回來取呢？ Suggest guest come to take it way when you will come to take it way? 如沒有找到客人的遺留物 對(duì)不起，xx.我們酒店沒有找到您說的xx. If you hadn’t found it I am sorry. We don’t have it. 詢問客人是否有留在其他地方 請(qǐng)問xx,您有沒有放在其他的地方呢？ Asking guest is or not put in other place have you put it in other place? 如客人確定留在酒店 請(qǐng)問xx, 您的聯(lián)系方式？ If guest sure is put in hotel May I have you contact number? 向上級(jí)提出幫助 我們找到會(huì)聯(lián)系您的。 Request a assistance from your supervisor If we found it,we will call you. 通知客房部/其他部門去找 不管結(jié)果怎樣，我們需要回復(fù)客人。 Inform HSKP/other department to find it. Anyway of the result,we need to feedback with guest. 抱怨酒店電話線/分機(jī)壞了/沒有信號(hào) Compliant for hotel telephone lines/extensions out of order/no signal
客人反應(yīng)電話線路有問題: Compliant the hotel telephone line has some problem 我打電話時(shí)電話斷線了 I was cut off in the middle of the call 電話串線了 I had a crossed line 太吵了 It’s noisy 這聲音太雜了，很難聽清楚。 The voice was too faint to hear 對(duì)不起，先生/小姐。我馬上通知酒店工程師過來維修。 I am sorry, xx. I will inform our hotel engineer to check it for you right now. 感謝客人提出的問題,我們將會(huì)多關(guān)注此事。 Thank you for bringing the matter for you, we will pay more attention! 通知您的主管或經(jīng)理幫助。 Inform your service leader or manager for assistants. 回復(fù)客人解決的結(jié)果 Feed back with guest the result of resolved 記錄在交接班本及客史資料上。 Record in log book and guest profile. 多點(diǎn)關(guān)心客人，讓客人喜出望外。 Make a customer delight, take care of guest. 例如：打一個(gè)跟進(jìn)電話，客人滿意度調(diào)查。 For example: make a follow up phone call, check guest satisfaction. 強(qiáng)插 Busy verify
請(qǐng)幫我轉(zhuǎn)3539房. Please get me room 3539. 對(duì)不起,先生/小姐,電話占線 I’m sorry, sir/madam. The line is busy now. 占線,我是從美國(guó)打過來的國(guó)際長(zhǎng)途.我是他的太太,我有很緊急的事情要告訴他. Busy! But I’m calling from 好的，請(qǐng)稍等。 All right, wait a moment, please. 對(duì)不起，xx先生，我是服務(wù)中心的xx.您的太太說有很緊急的事情要和您通話， Excuse me. Mr.xx, thisis Xx, Calling from Service Centre. Your wife has something urgent to tell you. 請(qǐng)您接聽她的電話好嗎？請(qǐng)您先掛電話 Would you like to accept/take her call? Please hang up the phone first. I will connect the call for you.
對(duì)方付款電話 Collect Call/Tollfree call 您好！我想撥打一個(gè)對(duì)方付費(fèi)電話，怎樣撥打呢？ I want to make a collect call, how do I dial? 請(qǐng)問您要撥打到哪里呢？ Where would you like to call? 美國(guó) The 請(qǐng)您先撥9，然后是撥1081 Please dial “9” first then 10810.
詢問時(shí)差 Inquiring for time differences 你好！請(qǐng)問現(xiàn)在倫敦的時(shí)間是幾點(diǎn)？ Operator, Could you tell please me what time it is in London? 是的，先生/小姐，請(qǐng)稍等。我正在為你查詢。 Yes, Sir/Mamda,wait a moment please. I will check it for you. Yes, Sir/Mamda I am sorry to have keep you waiting. 不好意思，先生/小姐。讓你久等了 Yes, Sir/ Madam, The time difference between London and Shenzhen is 8hours. It is 5pm now. 是的，先生/小姐，倫敦與深圳的時(shí)間差是8小時(shí)。
電話沒放好 Telephone is not in the right place 請(qǐng)幫我轉(zhuǎn)房間1805。 Please get me room 1805. 是的，先生/小姐，請(qǐng)問您要找的客人的全名？ Yes, Sir/Mamda,May I have guest full name? 請(qǐng)問先生/小姐，您要找的客人房號(hào)？ Yes, Sir/Mamda,May I have guest room number? 好的，請(qǐng)稍等，我正在為您轉(zhuǎn)接，謝謝您的來電。再見！ All right, wait a moment please. I will connect your call. Thank you for calling.Goodye. 對(duì)不起，先生/小姐。電話沒有放好。 I am sorry, Sir/ madam; the receiver isn’t on the right place in his/her room. 請(qǐng)問您需要留言嗎？ Would you like to leave a message? 處理客人的抱怨（如房間太吵，馬桶壞了） Handle for guest complaint (guest room too noise, toilet is not working) 對(duì)不起，先生/小姐。我會(huì)馬上通知值班經(jīng)理/值班工程師去檢查。 I’m sorry to hear that, Sir/madam. I will inform duty manager/engineer to check it right now. 對(duì)不起，先生/小姐。我會(huì)馬上通知值班經(jīng)理/值班工程師去維修。 I’m sorry to hear that, Sir/madam. I will inform duty manager/engineer to fix it right now. 對(duì)不起，先生/小姐。給你帶來的不便 I am sorry for that inconvenience.
為客人提供天氣查詢 Offer weather report for guest 請(qǐng)問，今天星期幾？ Operator, what day is it today? 是的，先生，今天是星期三。 Yes, sir, it is Thursday. 順便問一下，今天的天氣怎樣呢/ Oh, by the way,what is the weather going to be like today? 是的，先生。今天的天氣很好/有霾/暴雨/暴風(fēng)雨/陣雨/小雨/毛毛雨/有霧/雷陣雨/最高溫度是xx攝氏度。 Yes, sir,today is cloudy/fine/sunny/mild/rainstorm/tempest/Shower/light rain/drizzle/fog/thunder shower day, the high temperature is xx degrees centigrade. 謝謝！ Thank you! 不客氣！ It’s my pleasure/you are welcome.
客人查詢留言 Operator, Is there any message for me? 請(qǐng)問有我的留言嗎？ Wait a moment, please, I would like to check it for you. 好的，請(qǐng)稍等。我正在為您查詢。 Thank you for waiting, sir/madam; you have one voice mail, please press voice message button to review your message. 謝謝的等待。您有語(yǔ)音留言，請(qǐng)按聽取留言鍵聽取您的留言。 It’s my pleasure/you are welcome. 不客氣。 客人反映打不了長(zhǎng)途 Guest complaint for can’t dial long distance call 我想打一個(gè)北京的長(zhǎng)途，但是打不通。 I want to make a call to Beijing, but it is not going through. 對(duì)不起，先生/小姐。我馬上為您查詢。請(qǐng)問您現(xiàn)在要先接通嗎？ I am sorry for that; I will check it for you immediately.Shall I connect the number for you now? 客人詢問本地電話收費(fèi) Guest inquiring for telephone charge 市話前三分鐘每分鐘兩毛二，第四分鐘起一毛一。最后再加上15%的服務(wù)費(fèi)。 The local call charge is 22cents for the first three minutes from the four mintues 11 cents per minutes plus 15% service charge. 客人詢問長(zhǎng)途電話收費(fèi) Guest inquiring for domestic direct dialling charge 國(guó)內(nèi)長(zhǎng)途是每分鐘7毛錢，再加15%的服務(wù)費(fèi)。 Domestic direct dialling chargeis 0.7yuan and plus 15% service charge.
客人詢問國(guó)際長(zhǎng)途電話收費(fèi) Guest inquiring for international direct dialling charge international direct diallingis8 Yuan and plus 15% service charge. 國(guó)際長(zhǎng)途收費(fèi)是每分鐘8元，再加15%的服務(wù)費(fèi)。 將我們的文章分享給您的朋友 是對(duì)Hotelenglish的最大鼓勵(lì)與支持 ............................................................ 精選文章導(dǎo)讀 關(guān)注Hotelenglish微信公眾號(hào)后 回復(fù)“ 禮賓 ” 查看《禮賓英語(yǔ)實(shí)戰(zhàn)系列》 回復(fù)“ 總機(jī) ” 查看《酒店總機(jī)英語(yǔ)手冊(cè)》 回復(fù)“ 客房 ” 查看《HSKP用品及對(duì)話》 回復(fù)“ 香料 ” 查看《西餐香料終結(jié)版》 回復(fù)“ HR ” 查看《國(guó)際酒店HR術(shù)語(yǔ)》 回復(fù)“ FO ” 查看《前廳專業(yè)術(shù)語(yǔ)》 回復(fù)“ 意面 ” 查看《最全的意大利面》 回復(fù)“ Chef ” 查看《玩轉(zhuǎn)廚房英語(yǔ)》 回復(fù)“ 紅酒 ” 查看《葡萄酒圖譜》 回復(fù)“甜品” 查看《甜點(diǎn)背后的故事》 回復(fù)“中餐” 查看《舌尖上的中國(guó)菜單》 回復(fù)“魚子” 查看《餐桌上的軟黃金》 回復(fù)“銷售” 查看《銷售英語(yǔ)脫口而出》 回復(fù)“西餐” 查看《Coffeeshop口語(yǔ)》 回復(fù)“早餐” 查看《中式早點(diǎn)也瘋狂》 如果你喜歡我們的內(nèi)容，點(diǎn)擊屏幕右上角按鈕【分享到朋友圈】 您可以通過以下三種方式關(guān)注我們： 1.點(diǎn)擊屏幕右上角按鈕【查看公眾賬號(hào)】 2.在【添加好友】 》【搜索公眾號(hào)】中查找：Hotelenglish 3.通過微信掃描以下二維碼添加
投稿請(qǐng)發(fā)送郵件至：hotelhgm@gmail.com |
|
|
