酒店总机英语及技巧
酒店总机常用英语及技巧
一、 接听外线电话：
01、 电话铃响三声接起，中英文清晰报出酒店名称：
您好，昆明电信国际技术交流中心！
Good morning ,
02、 转接时，对来电方：
请稍等！
Hold on, please!
03、 电话占线时：
对不起，电话占线，请您稍后再拨。
Sorry, the line is busy .please call back later! 04、 转入电话无人接时：
电话没人接，您是否需要留言？
There's no answer, Would you like to leave a message? 05、转入客房电话：
A、 请问您找那位？
Who would you like to speak to?
B、 对不起，没有这个姓名的客人。
Sorry , there's no guest with that name
C、 您能告诉我他是住客还是访客？
Excuse me for asking but is he a visitor or a hotel guest? 05、 内容没听清或不确定时：
A、 请您再说一遍好吗？
Would you like to repeat the number?
B、 请您大声一点好吗：
Could you speak a little louder , please
C、 请说慢一点！
Could you speak slowly, please?
07、对方拨错号码：
恐怕您拨错了号码，这里是XXX酒店总机。
I'm afraid you dial the wrong number. here is xx hotel operator; 08、 外线来电详细问询时：
我将帮您把电话转到问讯处；
I'll put you through to the information desk
09、 来电方需要留言：
A、 请告诉我您的留言内容；
Could you please give me the message , sir / madam?
B、 请放心，我一定将您的意思转达给X先生/小姐，谢谢您的来电，再见！ Thank you for calling, I 'll relay the message to Mr./Mrs.
二、酒店住店客人的叫醒受理：
01、 能告诉我您的姓名和房号吗？
May I have your name and your room number, please?
02、 您需要什么时间的叫醒？
Could you tell me what time would you like to get up?
03、 我重复一遍您的房号和叫醒时间，好吗？
May I repeat your room number and the time, sir / madam ?
04、 早上好（中午、晚上好），先生/女士，这是您的叫醒电话，祝您过得愉快！ Good morning (afternoon, evening ), sir / madam ! This is your wake-up call.
Have a good day to you (have a nice day)!
三、接酒店营业区，后台区，办公室电话：
OPERATOR，您好，总机！
四、住客电话询问：
01、 内线电话免费。
There is no charge for in -house call
02、 您能直拨电话。
You can make a dial-direct call
03、 我们酒店设有国际直拨和国内直拨电话系统，如果您要拨打国际直拨电话，请您拨XXX，如果您要拨国内直拨电话，请拨XXX，如果您还有其它需要帮忙的，请打电话给我们，我们会尽力而为；
We have got DDD and IDD system in our hotel , if you want to make a DDD, you can dial xxx , and if you want to make a IDD , you can dial XXX .if you have anything else, you can call us again , we will help you , sir / madam
04、 我会立刻为您查找，然后打电话给您；
I 'll check immediately and call you back in a moment
05、 请稍等一会儿好吗？我马上为您查找；
Would you mind waiting a minute , I'll check it for you right now
五、代客人接国际，国内长途；
01、 您能告诉我您要拨打的电话是自付电话，受付电话或是信用卡付费电话吗？ Could you please tell me the form of payment, is it a pay call , collect call or credit card call , sir / madam ?
02、 请问这是自己付费还是对方付费电话？
Is this a paid call or collect call?
03、 您能告诉我电话的国家代码，地区代码和电话号码吗？
Could you please tell me country code, the area code and telephone number, sir /madam?
04、 您能告诉我您要打的是叫人电话还是叫号电话吗？
Could you please tell me what kind call would like: a person to person or station to station call, sir/madam?
05、 您能告诉我对方的电话吗？
Could you please tell me who are you want to speak?
06、 能告诉我您的名字是怎么拼的吗？ Could you please spell your name?
第二篇：酒店日用英语
（一）在正式的英语表现里，疑问基本句型可分为下列四种：
1. May I ~
2. Could you ~
3. Would you ~
4.Shall I ~?
只要理解这四种基本的句型，就可以处理大部分业务上的状况。
1．自己要做什么事时，就使用May I ~
May I have your name, please?
请问尊姓大名
May I have your check-out time, please?
请问您什么时候结帐离开？
May I see your passport, please?
请让我看一下您的护照好吗？
May I know your nationality, please?
请问您的国籍是什么？
2． 麻烦客人时，可使用Could you ~
Could you fill out the form, please?
请您填写这张表格好吗？
Could you write that down, please?
请您写下来好吗？
Could you draft the fax, please?
请您写下传真的草稿好吗？
Could you hold the line, please?
请不要挂电话好吗？
3．询问客人的喜好或是做什么时，可使用Would you ~
Would you like tea or coffee?
请问您要喝茶还是咖啡？
Would you like to take a taxi?
请问您要搭计程车吗？
Would you mind sitting here?
请问您介意坐在这里吗？
** 只要在疑问词后加“Would you ~”，就可以提出大部分的询问。
When would you like to visit Foshan?
请问您想要何时参观佛山？
When would you like to have lunch?
请问您想在哪里用餐？
What time would you like to eat?
请问您想何时用餐？
Who would you like to contact?
请问您想和谁联络？
Which kind of room would you prefer?
请问您喜欢哪一种房间？
How would you like to settle your bill?
请问您的账单如何处理？
How long would you like to stay?
请问您要逗留多久？
How many tickets would you like to buy?
请问您要买几张票？
4．在提供建议协助、征求意见时，可使用Shall I ~ 或Would you like me to do ~?
Shall I draw the curtains?
请问需要我把窗帘拉上吗？
Shall I draw you a map?
请问要我为您画一张地图吗？
Shall I make the reservation for you?
请问要我为您安排预约吗？
（二）招呼语
Good morning. (用于中午以前)
Good afternoon. (用于中午至下午六点以前)
Good evening. (用于下午六点过后)
在这些招呼语的后面接句子，例如：
Good morning, sir. Are you checking-out?
早上好，先生，请问您要退房吗？
Good afternoon, sir. Welcome to FOSHAN Electrcical Hotel. 中午好，先生，欢迎光临佛山电子宾馆
Good evening, Ms. May I help you?
晚上好，小姐，请问我能为您服务吗？
后面也可以接上自己酒店名称、部门名称，如：
Good morning, sir. This is the Front Desk. May I help you? 早上好，先生。这里是服务台，请问您需要服务吗？
（三）回答
1.一般性的回答
I see, sir.
我明白了，先生。
Certainly, sir.
好的，先生。
2.请对方再等一会儿
Just a moment, please.
请稍等。
Thank you for waiting.
您久等了，先生。
I am very sorry to have kept you waiting.
很抱歉让您久等了。
Could you wait a little longer, please?
请您稍候好吗？
3.要麻烦客人或是拒绝客人的要求时
拒绝客人时，不要一口回绝说“No.”，要委婉一些。
I am afraid I can’t do that.
不好意思，我恐怕没办法那样做。
Excuse me, sir. Please let me pass.
不好意思，先生，麻烦让我过一下。