标准服务用语.pdf

1-标准服务用语第一组一 总机服务用语 1.请问您贵姓？对不起，请您重复一次好吗？May I have your name？/Would you give me your name?I beg your pardon?(Pardon,please?)2.请拼出客人的名字好吗？How to spell the guests name please?3.对不起，因线路问题我听不清楚您说话，请重新打一次好吗？I m very sorry.I cant hear clearly,.Could you call it again?4能告诉我客人是哪里人吗？Would you tell me where the guest comes from?5能告诉我客人是哪间公司的吗？Would you tell me which company the guest is from?6.对不起，我们在酒店的名单上找不到客人的名字I m sorry.We can t find the guest name on our hotel list.7.介意我把转接到接待处让他们为您查一下，好吗？Would you mind connecting the line to reception to check it?8.我再帮您查一下，请稍等。

I will check it for you again.Just a moment please.9.很抱歉，让您久等了I am sorry to have kept you waiting.10.请您重复一遍您说的，好吗？Could you repeat what you said?/I beg your pardon?11.请您讲慢一点（大声点），好吗？Could you speak more slowly(loudly)?12.请稍等，我将为您转接Wait a moment,please.l will connect/transfer it for you.13.您好，先生这里是总机，您有一个外线，介意我接入您的房间吗？How are you,sir?This is the operator.You have an outside line.May I put it through？14.晚上好，丹尼斯先生，布鲁斯先生的，请问您是否需要接听？Good evening,Mr.Dennis,Mr.Bruce is on the line(Phone)now.Would you like to take it?15.对不起，先生，他的占线，请您稍后再拨。

I m sorry,sir.The line is busy now,Could you please call back later.16.对不起，先生，无人接听，请您稍后再拨或留言I m sorry,sir.Nobody is answering,Could you please call back later or leave a message.17.让我重复一次您的信息吧Let me repeat your message.18.对不起，我听不懂您说什么，我可以帮您转接给大堂副理吗？名师资料总结-精品资料欢迎下载-名师精心整理-第 1 页，共 12 页 -2-Sorry I cant follow you.May I put you through to the assistant manager?19.对不起，先生，房间未挂好，转不进去I m sorry,sir.The phone is restricted,I cant get through.20.对不起，先生，我们不可以透露客人的房号I am sorry,sir,were not allowed to disclose our guests room number.21.我是 758 房客，有人给我留言吗？I am staying in room 758./I am the guest of room 758。

Did anyone leave message for me?22.我的留言灯一闪一闪的，是否有我的留言？The message light flashes constantly.Is there any message for me?The message light is flashing.does that mean I have a message?23.对不起，先生我们暂时没有收到您的留言I m sorry,sir.There is no message for you./We havent got any message for you.24.是的，您有一个留言您不在时，*先生打给您，请您早上9 点在大厅等候，届时会有人来接您Yes,you have got a message.Mr.*has phoned to you when you were out,he wanted you to wait in the lobby at 9;00am,the company will send someone to pick you up.25.晚上好，*先生，请问您有收到您的留言吗？Good evening,*sir.Did you receive your message?26.晚上好，*先生，您的朋友*先生邀请您今晚 7 点到二楼中餐厅用晚餐。

Good evening,*sir.Your friend Mr.*invited you to have dinner on the second floor at LIBAI room in the Chinese restaurant at 7 oclock tonight.27.您好,在您外出时,*公司的李先生来电找过您,并请您收到留言后,尽快复电给他How are you,Mr.*.When you were out,Mr.Lee of*company called you.He Wanted you to receive this message,please call him back as soon as possible.28.早上好,您的朋友*请您 8 点到西餐用早餐,8 点 30 分在大堂集合Good morning,Mr.*,Your friend Mr.*asked you to have breakfast at the western Restaurant at 8 oclock.Then wait in the lobby for him at 8:30am.29.请帮我接一下 Jack He 的.Could you put me through to Jack He?30.对不起，先生，Jack He 休假（下班了/不在位置上），我稍后请他复给您。

请您留下联系方式I m sorry,sir.Jack He is on holiday(isn t on duty/isn t in the office),I will ask him to call you back.do you want to leave a message/speak to someone else.31.隔壁房间的人太吵了,吵得我不能入睡I couldn t fall sleep because of the noise from the next door.32.请马上派人来帮忙拿行李Please send someone to carry the luggage right away.33.可以借用一下熨斗和熨板吗？Can I borrow an iron and ironing board?34.房间空调有点问题.Theres something wrong with the air conditioning.35.喷水头的热水出不来名师资料总结-精品资料欢迎下载-名师精心整理-第 2 页，共 12 页 -3-The hot water in the shower doesnt work.36.电灯不亮。

The light isnt working.37.电源关闭了The power is off.38.请送一些毛巾过来Could you send some towels to my room?39.浴巾还是面巾？Bath towels or face towels,please?40.请派人到我的房间来收拾餐具好吗？Please send someone to clear up the tableware.41.请你把中文语言调为英文语言Could you please change the Chinese language into English language?42.我把门锁上了，但把钥匙遗忘在房间里了I have locked the door,and left the key inside.43.请您帮我把门打开好吗？Could you please help me open the door?44.没问题，请您在门口等候，我马上叫服务员过去No problem,Please wait at the door,we will call an attendant right away.45.请你立刻派人到我的房间来好吗？Could you send someone to my room right away?46.是的，先生，我马上叫服务员过去。

Yes,sir,I will call an attendant to your room right away.47.我有一些衣服要洗I want some clothes to be washed.48.衣服什么时间能洗好？When can I get my laundry back?49.我们洗衣有两种，快洗：4 小时，普通洗衣：8 小时，请问您要哪一种？We have two kinds of laundry service;regular service,you may get your laundry back in 8 hours or.express service you can get back in 4 hours.Which one do you prefer?50.请问内线怎么打？How can I make a room-to-room call?51.房间号码请先拨 8，再拨房号，其它分机直拨Please dial 8 first,and then room number,another extension directly dial the number.52.请问您要打给哪个房间？需要我帮您转接吗？Would you tell me which room do you want to call to?May I transfer the call for you?53.请接 855 房。

Please connect me to room 855.54.外线怎么打？请先拨9，然后拨您所要打的号码How can I make an external call?Please dial 9 first,and then the telephone number.55.请问您想打到哪里（国家，城市）？Where(which country/city)would you like to call,please?56.您可以告诉我号码吗？我帮您接通后再转入您房间?Could you tell me the telephone number,please?May I connect it first and then transfer into。