【正文】 祝賀語Congratulation 。 Happy birthday to 。 Wish you every 。 Have a good 。三、告別語Farewell 。 Wish you e 。 goodbye and hope to see you again.再見，希望再見到您。四、征詢語Requests May (can)I help you ?我可以幫您嗎？ What can I do for you ?我能為您做什么？ Is there anything I can do for you?我還能為您做些什么？ will it trouble you ?那會麻煩您嗎？ Would you like … ?您喜歡…？ Would you mind if …？五、應答語Responses You are 。 I 。 Thank you for you kindness.謝謝您的好意。 I’m glad to serve you .樂意為您服務。 I’ll be with you in a moment.我一會兒就來為您服務。1六、道歉語Apologies Excuse me 對不起。 I’m sorry to disturb 。 Thanks for your reminding.謝謝您的提醒。 Please forget it, sir/madam.請不要放在心上，先生/小姐。七、婉言推托語Refusal I’m sorry I can’t help you.真抱歉我不能幫您。八、接聽電話語Telephone SentencesGood morning, Receptionspeaking.May I help you?您好，總臺，我是某某…Sorry, you’ve dialed a wrong number.抱歉，您打錯電話了。Who’s calling, please?請問您是誰？Hold the line please, I’ll see if she is available.Sorry, I still don’t understand what you said.抱歉，我仍不明白您說什么。九、答謝語Thanks and Answers1. You’re most wele..歡迎之至。3. We’re always at your service.我們隨時為您提供服務。 you for your staying in our hotel.謝謝光臨我們酒店。 you for such a lovely gift.謝謝您給了我這么可愛的禮物。十、指路用語Giving directions1. After you please,sir (madam).2. Go straight ahead,sir(madam).請筆直走，先生/女士。4. Turn left(right)at the first corner.在第一個拐口左轉（右轉）。6. Please go down to the lobby here, madam/sir.請從這邊下去到大堂，小姐/先生。8. Sorry,I’m not you’ll wait a ’ll be glad to find out for you.抱歉，我不能肯定，如果您等幾分鐘，我很樂意為您查清楚…9. When you return to the hotel,please show this hotel card to the driver.當您回酒店的時候，請把這張酒店卡給司機看。十一、提醒用語Remind words don’t leave anything behind.請別遺忘您的東西。Please be 。2. I’ll go and get it right away,sir/madam.我馬上去拿來，先生/小姐。（二）不能滿足客人之要求時；1. I’m terribly sorry, we don’t have…非常抱歉，我們沒有…2. Awfuly sorry,sir/ have sold out…實在抱歉，先生/小姐，我們已經賣完了。2. Sorry to keep you waiting,I’m pleased to say we do have…抱歉，讓您久等了，我很高興地說，我們確實有…（四）客人征詢你的同意可否拿走某物伯時：,sir/ me help you .好的，先生/小姐，讓我來幫您。（五）當不能答允客人的要求時： am so sorry,we can’t do that,It’s against our rules.真抱歉，我們不能那樣做。’m terribly sorry,we are not allowed to do this.我很抱歉，我們不允許這樣做。（六）當客人由于客氣而給你賞物時：,thand ’ve very kind.不，謝謝您?！痵 very kind of we can’t accept you您非常好心，但我們不能夠接受，謝謝。2. I’m afraid that’s not possible.我恐怕那不可能。（八）要中斷與客人談話時：1. I’m sorry,sir I must go .Nice talking with you.很抱歉，先生，我必須走了。2. Good bye ,sir/madam.請原諒我。您也一樣，先生/小姐。您也是，先生/小姐。您也一樣，先生/小姐。2．May I take up a few minutes of your time?我能占用你們一會兒時間嗎？ I speak to you for a moment,sir/madam.我能與您談會兒嗎，先生/小姐。（十二）向客人展示單據等物時：Here is your…Sir/madam.這是您的…，先生/小姐。我保證今后再也不會發(fā)生這種事情了。（十四）處理錯誤或過失時；1. I’m rettibly could have been some do apologize.非常抱歉，一定出錯了，實在對不起。我馬上查核這件事。2. I’m sorry,I don’t you show me?對不起，我聽不懂，請問您能給我看嗎？（十六）請客人作某種事情時：1. Could you(sign here),please?請問您能（在這兒簽名）嗎？2. May I ask you to (return in 5minutes),sir/madam?我能請您（在五分鐘內返回）嗎，先生/小姐？3. Could I have your name,sir/madam?能告訴我您的名字嗎，先生/小姐？（十七）聽到對客人不利的事時：I’m sorry to hear hope you will be better soon.真抱歉聽到這個消息，希望您很快就會好起來。（十九）當客人因為自己動作慢、手腳不靈或殘疾而感到困窘時：1. Please take your time,’s no hurry.請慢慢來，先生?！痶 worry, see to it.不必擔心，夫人?！痶 worry, clean it up.不必擔心，先生。（二十）當客情忙，你不能同時招呼兩位客人時；I’ll be with you in a moment, sir/madam.我一會兒就為您服務，先生/小姐。2. I’ll sorry. I must take each guest by turn, sir.很抱歉，我必須按先后次序為顧客服務，先生。十三、酒店部門名稱Names of the hotel sectionsDepartment 部門Executive Office 行政辦Engineering Dept. 工程部Human Resources Dept. 人力資源部Accounting Dept. 財務部Food Beverage Dept 餐飲部Security Dept. 安全部Sales Marketing Dept 市場部Front Office Dept. 前廳部Recreation Dept. 康樂部Public Relations Dept. 公關部Housekeeping Dept 管家部Reservation 預訂處Business Center 商務中心Reception 接待處Information 問詢處Cashier’s 收銀處Chinese Restaurant 中餐廳Western Restaurant 西餐廳Lobby Bar 大堂吧Beauty salon 美容中心Night Club 夜總會Swimming Pool 游泳池Sauna 桑拿Shopping Mall 購物中心Clinic 醫(yī)務室Multifunction Hall 多功能廳Chatting Bar 聊天吧Reflexology Service Center 足浴中心Table Tennis Room 乒乓球室Billiards Room 桌球室Fitness Center 健身中心Tennis Court 網球場Rose Garden 玫瑰花園Chess and Cards Room 棋牌室Grand Pastry 名都餅屋Long bar 廊吧Four Seasons Chamber 四季軒Cookfun Town 國風堂Yigar Bar 頤年雪茄吧New Century Hall 開元廳Grand Dynasty Hall 競潮廳Montalcino Grill 夢迪西諾扒房Position 職位General Manager 總經理Resident Manager 駐店經理Director 總監(jiān)Manager 經理Assistant Manager 大堂副理Supervisor 主管Captain 領班Cashier 收銀員Room Attendant 客房服務員Clerk