Hospitality English 酒店商务英语 讲师：莫利民 工商与公共管理学院

Concierge Services 礼宾服务 Learning Objectives Learn how to offer special bell service for guests; 学会如何提供客人专项应接服务； Learn how to receive guests in front of the lobby door.学会如何接待客人入住酒店。

Dialogue 1 Opening the Car Door 开车门服务 J=Jack (Receptionist) 　　S=Stephen Nobel (Guest) J: Good morning, sir. Welcome to our hotel! S: Good morning. J: Be careful as you step down. S: Thank you. J: Is it all your luggage? S: No, I have another suitcase in the rear of the car. J: Let me carry this for you. S: Thanks. That’s kind of you. J: You are welcome. Have you ever been to China before? S: No, this is my first. I have wanted to see the beautiful country for so long. J: There are a lot of places worth sightseeing in the country. I hope you will find your stay here enjoyable. S: I hope so, too. J: This way, please. The Reception Desk is over there. The bellman will send your luggage up to your room after you have checked in. S: Fine. Thanks for the trouble. J: Not at all. We’re always at your service.

Dialogue 2 Greeting the Guest 问候客人 J=Jack (Doorman) 　　S=Stephen Nobel (Guest) J: Good afternoon, sir. Welcome to Rongjiang Hotel. May I help you? S: Thank you. I would like to check in. Where is the Front Desk? J: The Front Desk is over here. This way, please. (Once they get to the Front Desk) J: I hope you enjoy your stay.

Dialogue 3 Saying Goodbye to the Guest 送别客人 J=Jack (Doorman)　　 S=Stephen Nobel (Guest) J: I hope you’ve enjoyed your stay here, sir. S: Yes, quite pleasant. J: All your luggage is here. And the taxi is waiting just outside. S: Thanks a lot. J: You’re welcome. We look forward to seeing you again. S: I’ll recommend your hotel to my friends for your good service. J: It would be very nice of you to do it. We’re always to be of help to you. S: I really appreciate your help. J: Thank you. Watch your step. Please get on the taxi. S: Goodbye. J: Goodbye.

(注：★表示客户用语) 1. At the Entrance 在门口接待 　　Welcome to our hotel. 欢迎光临。 　　Let me help you with this. 请让我来帮您拿这个吧。 　　So you have got altogether four pieces of baggage? 您一共带了4件行李，是吗? 　　Let me have a check again. 请让我再看一下。 　　After you, please. 您先请。 　　This way, please. 这边请。 　　Follow me, please. 请跟我来。

(注：★表示客户用语) 2. Greeting 问候客人 　　Good morning, sir (madam). 早上好，先生(小姐)。 　　How are you today, Mr. White? 您今天好吗，怀特先生？ 　　It’s good to see you again, sir (madam). 再次见到您真高兴，先生(女士)。 　　Are you Mrs. White? 请问您是怀特夫人吗? 　　You must be professor Smith. 您一定是史密斯教授。 　　May I know your name, sir (madam)? 我可以知道您的名字吗？先生(女士)。 　　Welcome to our hotel, Miss White. 欢迎来到我们酒店，怀特小姐。 　　Please enjoy your stay. 祝您住宿愉快。

(注：★表示客户用语) 3. Asking for Some Information in the Lobby 大厅内询问一些信息 ★ Excuse me, where can I buy some cigarettes? 打扰一下，我到哪儿可买到香烟？ 　　There is a shop on the ground floor. 一楼有个商店。 　　It sells both Chinese and foreign cigarettes. 在那儿可买到中国香烟和外国香烟。 ★ Can I also get some souvenirs there? 在那儿也可以买到纪念品吗？ 　　There is a counter selling all kinds of souvenirs. 有个柜台出售各种各样的纪念品。

(注：★表示客户用语) 4. Offering Help for the Customer 为客人提供帮助 　　Can I help you? 我能帮您吗? 　　What can I do for you? 我能为您做些什么? 　　The elevator is here, sir. 电梯到了，先生。 　　May I take the bag for you? 我可以为您拿手提包吗？ 　　May I help you with your suitcase? 我能帮您拿箱子吗？ 　　Would you like me to call a taxi for you? 我能替您叫一辆出租车吗？

1. Asking Information and Pointing the Way 问询和指路 　　住店的客人因为不熟悉，经常会问路。当看到客人茫然站在某处的时候，服务员应该主动上前提供帮助。下面是一些常用的问询和指路用语： （1）Can (May) I help you? 我能帮您什么吗？ 　　 Yes, please. 好的。 （2）What can I do for you? 我能为您做点什么？ （3）Is there anything I can do for you? 有什么能为您效劳的吗？ （4）May I use your phone? 我能借用您的电话吗？ 　　 Certainly. 当然可以。 （5）Excuse me. Where is the washroom (restroom, elevator)? 对不起。请问盥洗室（休息室、电 梯）在哪儿？ 　 　It’s on the second (third) floor. 在二（三）楼。 　　 This way, please. 请这边走。 　　 Turn left /right. 往左转/右转。 　　 It’s in the lobby near the main entrance. 在大厅靠近大门的地方。 　　 It’s in the basement at the end of the corridor. 在走廊尽头的地下室。

2. How to Ask the Guest to Have aWait 如何请对方稍加等待

3. How to Trouble or Refuse the Guest 如何麻烦客人或是拒绝客人的要求

4. How to Make an Apology 如何道歉

5. Leaving 客人离店

Exercise 1 Dialogue Completion Complete the following dialogue according to the Chinese in brackets and then read it in roles. J=Jack (Doorman) 　　S=Stephen Nobel (Guest) J: _______________________________________（先生，您有什么急事吗？我能帮您什么吗？） S: Yes. Can you get me a taxi? J: ______________________________________________________（请稍等片刻。我们让应接员来替您叫车。） S: I have an appointment with my client at 8:00 p.m. Not much time for me. J: __________________________________________________（现在是下班时间，所以很难找到出租车。） S: I can’t wait too long. J: _______________________________________________（但是我们会尽力叫车。我想车很快就会来的。） S: OK, thank you. What is the hurry, sir? How may I help you? Please wait a moment. I will ask the bellboy to get one for you. Everyone is getting off work now, so taxis are hard to find. But we will try our best. I think it will come very soon.

1. 两位客人乘坐出租车来到了榕江酒店，行李比较多，有三只手提箱放在出租车的后箱。应接员迎了上去。 Exercise 2 Role-play 　　1. 两位客人乘坐出租车来到了榕江酒店，行李比较多，有三只手提箱放在出租车的后箱。应接员迎了上去。 J=Jane (Bellman) S= Stephen Nobel (Guest) J: Good morning. Welcome to our hotel! S: Good morning. J: Mind your steps, madam. S: Thank you. J: Do you have luggage left in the car? S: Oh, yes. There are two suitcases left in the trunk. J: OK. Let me carry the luggage for you, madam. S: That’s very kind of you. J: My pleasure. Shall we go to the Reception Desk to check in now? S: OK. After you.

2. 一对年轻夫妇带着不满周岁的孩子来到榕江酒店住宿。应接员迎了上去，把他们带进了大堂。 Exercise 2 Role-play 　　2. 一对年轻夫妇带着不满周岁的孩子来到榕江酒店住宿。应接员迎了上去，把他们带进了大堂。 J=Jane (Bellman) S= Stephen Nobel (Guest) J: Good morning, sir and madam. What a lovely baby! Welcome to our hotel. S: Oh, here at last! It has been a really tiring trip. J: May I lead the way to the reception counter? S: All right. But we need a hot bath and a comfortable bed. I haven’t slept for two days. And my wife is also so tired now. We can’t walk any more. J: I’m sorry to hear that. I’m sure you’ll sleep well here, sir. Our rooms are very quiet. S: I hope so. J: This way, please. S: After you.

Thank you.