【正文】 nationality, please? 請(qǐng)問(wèn)您的國(guó)籍是什么？2． 麻煩客人時(shí)，可使用Could you ~ Could you fill out the form, please? 請(qǐng)您填寫(xiě)這張表格好嗎？Could you write that down, please? 請(qǐng)您寫(xiě)下來(lái)好嗎？Could you draft the fax, please? 請(qǐng)您寫(xiě)下傳真的草稿好嗎？Could you hold the line, please? 請(qǐng)不要掛電話好嗎？3．詢問(wèn)客人的喜好或是做什么時(shí)，可使用Would you ~ Would you like tea or coffee? 請(qǐng)問(wèn)您要喝茶還是咖啡？Would you like to take a taxi? 請(qǐng)問(wèn)您要搭計(jì)程車(chē)嗎？Would you mind sitting here? 請(qǐng)問(wèn)您介意坐在這里嗎？** 只要在疑問(wèn)詞后加“Would you ~”，就可以提出大部分的詢問(wèn)。When would you like to visit Foshan? 請(qǐng)問(wèn)您想要何時(shí)參觀佛山？When would you like to have lunch? 請(qǐng)問(wèn)您想在哪里用餐？What time would you like to eat? 請(qǐng)問(wèn)您想何時(shí)用餐？Who would you like to contact? 請(qǐng)問(wèn)您想和誰(shuí)聯(lián)絡(luò)？Which kind of room would you prefer? 請(qǐng)問(wèn)您喜歡哪一種房間？How would you like to settle your bill? 請(qǐng)問(wèn)您的賬單如何處理？How long would you like to stay? 請(qǐng)問(wèn)您要逗留多久？How many tickets would you like to buy? 請(qǐng)問(wèn)您要買(mǎi)幾張票？4．在提供建議協(xié)助、征求意見(jiàn)時(shí)，可使用Shall I ~ 或Would you like me to do ~?Shall I draw the curtains? 請(qǐng)問(wèn)需要我把窗簾拉上嗎？Shall I draw you a map? 請(qǐng)問(wèn)要我為您畫(huà)一張地圖嗎？Shall I make the reservation for you? 請(qǐng)問(wèn)要我為您安排預(yù)約嗎？（二）招呼語(yǔ)Good morning.(用于中午以前)Good afternoon.(用于中午至下午六點(diǎn)以前)Good evening.(用于下午六點(diǎn)過(guò)后)在這些招呼語(yǔ)的后面接句子，例如：Good morning, you checkingout? 早上好，先生，請(qǐng)問(wèn)您要退房嗎？Good afternoon, to FOSHAN Electrcical ，先生，歡迎光臨佛山電子賓館Good evening, I help you? 晚上好，小姐，請(qǐng)問(wèn)我能為您服務(wù)嗎？后面也可以接上自己酒店名稱(chēng)、部門(mén)名稱(chēng)，如：Good morning, is the Front I help you? 早上好，先生。這里是服務(wù)臺(tái)，請(qǐng)問(wèn)您需要服務(wù)嗎？（三）回答I see, ，先生。Certainly, ，先生。Just a moment, 。Thank you for ，先生。I am very sorry to have kept you 。Could you wait a little longer, please?請(qǐng)您稍候好嗎？拒絕客人時(shí)，不要一口回絕說(shuō)“No.”，要委婉一些。I am afraid I can’t do ，我恐怕沒(méi)辦法那樣做。Excuse me, let me ，先生，麻煩讓我過(guò)一下。如果是自己的錯(cuò)就說(shuō)“I am sorry.”。如果是公司的錯(cuò)，就說(shuō)：“I am very sorry for the I am very sorry for the 。I would like to apologize for the 。We are sorry.”?！癟hank you.”時(shí)回答You are 。Thank you, ，先生。Thank you very 。，可以說(shuō)Here you 。Here is your room 。Here it 。7． 當(dāng)客人準(zhǔn)備離開(kāi)時(shí)，可以說(shuō)： Have a nice 。Please enjoy your stay 祝您住宿愉快。We hope to see you again 。Thank you for staying with 。8．當(dāng)客人的英語(yǔ)難以理解時(shí)面對(duì)客人的疑問(wèn)，不要只是一味地傻笑，或是一直說(shuō)Yes, ，要向客人提出疑問(wèn)，或是先向?qū)Ψ秸f(shuō)“Just a moment, please.”, 然后請(qǐng)求他人協(xié)助。Pardon? 對(duì)不起？Pardon me? 對(duì)不起？I beg your pardon? 對(duì)不起請(qǐng)?jiān)僬f(shuō)一遍好嗎？Could you repeat that, please?請(qǐng)您重復(fù)一遍好嗎？若是不敢肯定對(duì)方所說(shuō)的部分內(nèi)容時(shí)，可以將不明白的部分重復(fù)一遍，如： Excuse me, you mean you lost your room key？ 不好意思，先生，您是說(shuō)您丟了房間的鑰匙？電話英語(yǔ)的應(yīng)對(duì)1． 接電話時(shí)不可以簡(jiǎn)單地回答“Hello”,而應(yīng)報(bào)上自己的公司或所屬單位的名稱(chēng)。例如： “Hello, this is Information Desk.” 您好，這里是問(wèn)詢處?！癐nformation Desk I help you?” 問(wèn)詢處，請(qǐng)問(wèn)您要服務(wù)嗎?如果是外線打錯(cuò)時(shí)，可以回答：I am afraid you have the wrong ，您打錯(cuò)電話了。This is the FOSHAN Electrcical Hotel, ，可以回答：This is Room ’ll transfer your call to Restaurant ，我?guī)湍D(zhuǎn)接到餐廳預(yù)約柜臺(tái)。I am afraid is out at the should be back around 5 ，林先生現(xiàn)在外出。他應(yīng)該會(huì)在下午5點(diǎn)左右回來(lái)。I am afraid is on another you hold the line, please? 不好意思，郝先生正在講電話。請(qǐng)您在線上稍侯好嗎？I’ll tell him to call you back when he ，我會(huì)請(qǐng)他回電。May I have your name and phone number, please? 請(qǐng)告訴我您的大名和電話好嗎？結(jié)束電話中的對(duì)話時(shí)，不可以簡(jiǎn)單說(shuō)“byebye”,最好說(shuō)：Thank you for 。You are wele, ，不客氣。We look forward to hearing from 。Please contact me if you have any further ，請(qǐng)和我聯(lián)絡(luò)。三．柜臺(tái)服務(wù)B=行李服務(wù)員（Bellman）C=服務(wù)員(Clerk)H=客房服務(wù)員（Housekeeping）BC=領(lǐng)班（Bell Captain）G=客人（Guest）To the Front B: Good evening, to FOSHAN Electrcical ，晚安。歡迎光臨佛山電子賓館。G: Thank 。B: How many pieces of luggage do you have? 請(qǐng)問(wèn)您有多少件行李？G: Just this 。B: Two suitcases and one that right? 2個(gè)旅行箱和1個(gè)手提皮包，這樣對(duì)嗎？G: ’s ，就這些了。B: I’ll show you to the Front way, ’ll put your bags by the post over ，這邊請(qǐng)。我先將您的行李放在柱子旁邊。G: I see, ，謝謝。B: A bellman will show you to your room when you have finished ，行李服務(wù)員會(huì)帶您到房間。G: 。B: Please enjoy your 。Taking a guest to the room