第二节 接待服务常用英语
接待服务的内容包括为客人提供接待、预订、问询、结账等服务。在任何工作时间，服务人员都应提供主动、热情、耐心、细致、准确、高效的服务，竭诚服务，殷勤待客，严格执行酒店各项服务标准，努力树立酒店良好的品牌和公众形象。
【词汇短语集锦】
arrival list 到客名单
available 可得到的
Alipay 支付宝
baggage 行李
British suite 英式套房
cash 现金、现款
credit card 信用卡
lobby 门廊、门厅
prefer to 更加喜欢
receptionist 接待员
recommend 推荐、介绍、建议
registration 登记、注册
tag 标签
tiring 疲劳的、累人的
trunk 行李箱（汽车）
to pull up （使）停下
to have a check 检查、复核
to fill in (out) 填写、填好
to take care of 留心
to show sb. up 领某人上楼
to be booked up 预订完了
to get in touch with 与……取得联系
to recommend ...to 向……推荐……
Weichat Payment 微信支付
【基本句型】
（一）客人常用英语句型
1. I booked a twin-bed room two weeks ago.
我两周前订了一间标准双人间。
2. Could I pay with traveller’s checks?
我可以用旅行支票支付吗?
3. May I pay by Wechat or Alipay?
我可用微信或是支付宝支付吗？
4. Could you let me have a room for this evening?
今天晚上能不能给我一个房间?
5. Just one. I’m alone.
只有我一个人。我是独自一人。
6. I prefer to stay here.
我更喜欢待在这儿。
7. A friend of mine has highly recommended your hotel to me. I’ll just wait here till 6:00p.m.
我的一个朋友极力向我推荐你们酒店。我就在这里等到晚上6点吧。
（二）服务人员常用英语句型
1. Welcome to Holiday inn. Hotel. I’m Jane, may I have your name, please?
欢迎光临假日酒店。我是简，请问我该怎么称呼您呢？
2. Good morning/afternoon/evening, Sir/Madame. What can I do for you?
早上好/下午好/晚上好先生/女士！我能为您做点什么？
3. If you have any problem, please feel free to contact us.
如果你有任何需要，请随时联系我们。
4. Please seat a moment. I’ll help you with the check-in procedure.
请稍坐一会儿，我为您办理入住手续。
5. Would you please give me your passport and credit card? I’ll return them to you right after the check-in procedure.
请把您的护照和信用卡交给我。办完入住手续后，我会马上归还给您。
6. How long will you stay this time?
这次您会住多少天？
7. Which room would you like, smoking room or non-smoking room?
您是要吸烟房间还是无烟房间？
8. Excuse me, Sir/Madame. Would you like to pay the deposit, together or separately?
先生/女士，不好意思，打搅一下。请问您是要分开付押金还是一起付呢？
9. Here is your room key and the breakfast coupon. Would you sign here, please?
这是您的房卡和早餐券。请在这里签个名好吗？
10. Here are your passport and the credit card. You can go to the room now. I hope you enjoy your stay with us.
这是您的护照和信用卡。现在您可以去房间了。希望您在这里住得愉快。
11. Please wait a moment. I’ll transfer it for you.
请稍等一下。马上为你转接过去。
12. Because you are checking out two days early, you need to give us two cash vouchers back.
您比原定退房的时间提前了两天，所以我们需要收回两张现金券。
13. There is a big garden behind the hotel, which is suitable for running and walking.
酒店后面有一个很大的花园，那里适合跑步和散步。
14. This money is damaged. I’m afraid we can’t change it，this is according to the hotel regulation.
您的纸币有破损，按酒店的规定，我们不能为您兑换。
15. Could you give us your flight No. ?
能告诉我您的航班号吗？
16. You look tired. You’d better go to bed earlier tonight if you can.
您看上去很累，今晚最好早点休息。
17. It is rainy today, the floor is slippery, so be careful when you walk.
今天是个雨天，地面很滑，走路时请多加小心。
【与客对话】
以下对话中—R：Receptionist (接待) G：Guest（客人）
情景2-04：接待预订客人
R： Good evening. What can I do for you, Sir?
G： I’m Smith, I booked a twin-bed room two weeks ago.
R： Just a moment，please，Mr. Smith. I’ll check the arrival list. Sorry to have kept you waiting, Sir. Yes，you have reserved a superior suite from today to the 15th.
G： Yes，exactly.
R： Could I see your passport，please?（Checking the passport and giving it back）Thank you，Sir. And would you mind filling in the registration form?
G： I’ll do it. (Filling in the form）Here you are. Is it all right?
R： Yes，thanks. How are you going to pay, in cash or by credit card? We also accept Wechat payment or Alipay.
G： Could I pay with traveller’s checks?
R： Certainly. Here’s the key to Room 1015. Please keep it. And the bellman will show you up. (A bellman comes over）Have a nice evening，Sir.
G： Thank you.
接待： 晚上好。我能为您做些什么吗，先生?
客人： 我叫史密斯。我两周前订了一间标准双人间。
接待： 请稍候，史密斯先生。我要检查一下到达客人的名单。对不起，让您久等了，先生。是的，您订了一间高级套房，入住时间从今天到15日。
客人： 是的，没错。
接待： 我能看一下您的护照好吗?（检查护照后递还给他）谢谢您，先生。请您填写这张登记表，好吗?
客人： 好的。（填写表格）给您。这样可以吗？
接待： 是的，谢谢。您如何付账，用现金还是用信用卡? 我们也接受微信或支付宝付款。
客人： 我可以用旅行支票支付吗?
接待： 当然可以。这是1015房间的钥匙。请保存好。行李员马上会带您上楼。（行李员走了过来）祝您有个愉快的夜晚，先生。
客人： 谢谢。
情景2-05：为预订客人登记入住
R： Good morning. What can I do for you, Sir?
G： My name is Smith. I booked a double room yesterday.
R： Just a moment, please. I’ll check our reservation records. Yes, you have reserved a double room for today. Could I see your passport, please?
G： Yes, here you are.
R： Thank you. Please fill in the registration form.
G： All right.
R： How would you like to pay?
G： By credit card.
接待： 早上好，我能为您做些什么？
客人： 我叫史密斯,昨天我预订了一间双人间。
接待： 请稍等片刻，我查一下预订记录。是的，您昨天预订了一个双人间。能把您的护照给我看一下吗？
客人： 好的。
接待： 谢谢，请您填写住宿登记表。
客人： 好的。
接待： 您如何付费？
客人： 用信用卡。
情景2-06：接待未预订客人
R： Good afternoon, Madam. May I help you?
G： Yes, please. I’ve just arrived from Macau. Could you let me have a room for this evening?
R： Have you made a reservation，Madam?
G： I’m afraid not.
R： How many of you，please?
G： Just one. I’m alone.
R： Just a moment，please. I have to check if there’s a room available...Oh，sorry，Madam. All the rooms have been booked up. But I think we’ll be able to arrange for a room after six o’clock this evening. If you need a room right now，would you like me to get in touch with another hotel for you?
G： No，thanks. I prefer to stay here. A friend of mine has highly recommended your hotel to me. I’ll just wait here till 6:00p.m.
R： You are welcome，Madam. Perhaps you might feel more comfortable to rest in our lobby after a tiring journey. And if you need any help，do let us know.
G： Thank you. No problem.
接待： 下午好，女士。我可以帮您吗?
客人： 是的。我刚从澳门过来。今天晚上能不能给我一间房间?
接待： 您预订了吗，女士?
客人： 恐怕没有。
接待： 请问你们一共有多少人?
客人： 只有我一个人。我是独自一人。
接待： 请稍等。我得检查一下是否有空房……，噢，对不起，女士。所有的房间都订满了。但我想今晚6点后可以安排一个房间给您。如果您现在就要一间房的话，我可以帮您联系另一家酒店吗？
客人： 不用了，谢谢。我更喜欢待在这儿。我的一个朋友向我推荐你们酒店。我就在这里等到晚上6点吧。
接待： 不客气，女士。经过长途旅行，在大堂休息室也许会让您感到更舒适。如果您需要任何帮助，请告诉我们。
客人： 谢谢。没问题。