Traditional Culture Encyclopedia - Hotel accommodation - English article introducing the work content of the front office of the hotel

English article introducing the work content of the front office of the hotel

The first part of the front desk front desk

Chapter 1 Appointment

Key sentence example

1. Good morning/good evening. Make a reservation Can I help you?

Good morning/evening, this is ... hotel room reservation department. Can I help you?

2. What can I do for you?

what can I do for you?

Please don't hang up. Can you wait a minute?

Just a moment (on the phone). Could you wait a moment, please?

4. Can you wait for a while?

Can you wait a moment?

5. Are you from the company?

Are you from the company?

6. May I know your departure date?

May I know your departure date?

7. How long will you stay with us?

How long will you stay with us?

8. How many people are there in your party?

How many people do you have?

9. That will be four nights.

That will be four nights.

10. May I know the arrival date?

May I know the arrival date?

1 1. Just tonight?

Just tonight?

12. When did you sign in?

When will you sign in?

13. Do you want a single room or a double room?

Do you want a single room or a double room

14. What kind of room do you want?

What kind of room do you want?

15. Could you tell me your full name?

May I have your full name, please?

16. Your address, please?

Your address, please?

17. May I know your phone number, Mr. Smith?

Mr. Smith, may I know your phone number?

May I know your company name? How would you like to pay? May I know your company name? How would you like to pay?

How do you want to guarantee your reservation? What's your guarantee method?

May I write down your credit card number or guarantee? Please provide your credit card number or letter of guarantee as a guarantee.

18. We had a single room in those days.

We had a single room in those days.

19. It will be fine next week.

It will be all right next week.

20. We do have a vacancy in those days.

We do have a vacancy in those days.

2 1. Yes, you can have a room on Saturday.

Yes, you can have a room on Saturday.

22. I'm afraid we can't guarantee you a room after 16. We usually have a high occupancy rate in the peak season.

I'm afraid we can't guarantee you a room after the 6th. We usually have a high occupancy rate in the peak season.

23. I'm sorry, but our single rooms are fully booked. Do you want a double?

I'm sorry, our single rooms are fully booked. Do you want a double?

24. I'm sorry, but the hotel is full that day.

Sorry, but the hotel is full on that day.

25. Sorry, we don't have any rooms available that week.

Sorry, we don't have any rooms available that week.

26. The service charge is not included in the room rate.

The service charge is not included in the room rate.

27. The above prices are subject to a service charge of 15%.

The above quotation is subject to 15% service charge.

28. Sir, we offer a discount of 10% for group reservations.

Sir, you can get a 10% discount for group reservations.

29. Mr. Smith, let me repeat your reservation to make sure it is correct. You will arrive before.

Mr. Smith, let me confirm your reservation: when is your arrival date? . . . . .

Chapter II Reception at the Front Desk

1. Have you made a reservation?

Have you made a reservation?

The bellboy will tell you the way to the banquet hall.

The waiter will take you to the banquet hall.

Would you please fill in this registration form?

Please fill in this registration form.

Would you please sign your name?

Please sign.

6. May I see your passport?

May I see your passport?

7. May I know your name and room number?

Please tell me your name and room number.

8. May I see your passport or ID card?

Please show me your passport or ID card.

9. How would you like to pay, credit card or cash?

Do you want to pay in cash or by credit card?

10. Can I have your credit card stamp?

Please show me your credit card. We need it to press the card. (? )

1 1. Would you please pay 1000 as a deposit? We will refund the balance to you when you check out.

Please pay a deposit of 1000 yuan, and we will refund the balance to you when you check out.

12. Here is your room key.

Here’s your room key.

13. Your room number is 246 on the second floor.

Your room is in Room 246 on the second floor.

14. Here is your key card.

This is your room card.

15. I'll ask the bellboy to take your luggage up.

I'll ask the bellboy to deliver your luggage to your room.

16. The bellboy here will help you with your luggage and show you the way.

The bellboy here will help you with your luggage and show you the way.

17. We will extend the reservation for you.

We can extend the reservation for you.

18. Are you checking out today?

Can you check out today?

19. Do you want to check out now?

Are you checking out today?

20. Please pay at the cashier over there.

Please pay at the cashier over there.

2 1. If you need anything, just call the reception desk.

If you need anything, just call the service desk.

22. The swimming pool will not be open today because of the bad weather.

The swimming pool is closed today because of the bad weather.

23. The telephone number of our hotel is 687 18888.

The telephone number of our hotel is 687 18888.

24. Please dial 9 first and then the number.

Please dial 9 first, then the number.

Chapter III Operators

1. Answer the call, answer the call.

The hotel guest called.

Good morning (afternoon, evening). This is the operator. Can I help you?

Hello! Operator, can I help you?

This is an outside line from outside.

Good morning (afternoon, evening), Shi Mei Golf Club. Can I help you?

Hello! Shi Mei Golf.

2. Before transferring the call

Please wait a moment, sir/madam, and we will connect you with the name of the department/guest.

Just a moment, please, sir/madam. I'll put you through to (department)/contact (name).

3. When the other party is on the phone, but the line is busy and can't be transferred, you can't connect him.

Sorry, sir/madam, the line is busy. Would you mind calling back later?

Sorry, sir/madam, the line is busy. Please try again later.

When the guest says that the line somewhere is always busy.

I'm sorry to hear that, sir/madam. Can I ask him/her to call you back when the line is free?

Excuse me, sir/madam. I'll tell him/her to call you back as soon as the line is clear.

I'm sorry to hear that, sir/madam. Please hang up and we'll call you back when we get through.

Excuse me, sir/madam, please hang up first and we'll transfer you as soon as you get through.

Tell the guest that you will call him/her back. Tell the guest that you will call him back as soon as possible.

Please hang up, sir/madam, and we will call you back soon.

Please hang up first, sir/madam, and we will call you back soon.

6. Please the caller speak slowly, please speak slowly.

Could you speak more slowly?

Excuse me, would you please speak slowly?

7. Ask the other party to repeat, ask the other party to repeat.

Can you repeat that?

I'm sorry, could you say that again?

8. Ask the caller to speak loudly

Would you please speak a little louder?

Excuse me, would you please speak a little louder?

9. Ask the caller's name/guest's name

Your name, please? /Who are you, please?

May I have the guest's name?

what is your name , please? May I have the name of the guest?

10. Ask the number you are dialing.

What number are you calling?

Excuse me, what number did you dial?

1 1. Ask the caller where to call.

Where are you calling, please?

Where are you calling?

12. Ask to try again next time.

Can you try again for me?

Would you please try it for me?

13. Ask to check something.

Can you check it for me?

14. Ask about the wake-up time

Can you wake me up?

Can you call me up?

Sure, when, please?

Ok, what time is the wake-up call?

15. Guarantee the wake-up service to the guests.

We'll call you at 7 tomorrow morning.

Good night, sir/madam.

We will wake you up at 6 tomorrow morning; Good evening, sir/madam.

16. Announce the wake-up call

Good morning, sir/madam. This is your wake-up call. Have a nice day.

Good morning! Wake-up call, sir/madam. Have a nice day.

17. Asking about the type of call

May I know if this is a collect call or a collect call?

May I know whether it is a person-to-person call or a station-to-station call?

Is it a collect call or a collect call Person-to-person call or station-to-station call

18. Tell the guest that the collect call cannot be a station-to-station call.

I'm afraid the collect call can't be a station-to-station call. Would you like to make a collect call?

Sorry, you can't pay for station-to-station calls. Can you pay by yourself?

19. Ask the guest to dial directly from the room.

Sir/madam, you can call directly from your room.

Sir/madam, you can dial directly from your room.

20. Ask the guest whether to accept collect call.

Mr./Ms. has a collect call from Mr./Ms. Would you like to pay?

Sir/madam, there is a collect call from Mr/madam. Would you like to answer?

2 1. Tell the guests how to make direct dial calls.

Please dial 9 first, then the country code, area code and telephone number.

Please dial 9 first, then the country code, area code, and finally the telephone number.

22. Tell the guest about the telephone charges.

Good morning/afternoon/evening, this is the operator. Have you finished your call? It lasted minutes and expenses, and we will add it to your room bill.

Hello! This is the hotel operator. Have you finished your phone call? * * * minutes, money, we will add it to your room rate.

23. The guest asked about the telephone price

The price of calling is per minute.

Calls are charged by the minute.

Is there a special night rate?

Yes, there is a special night rate.

No, there is no special price.

Is there a special charge at night?

24. The guest asked the operator to call.

Can you call for me?

Can you hang up the phone for me?

Certainly, sir/madam. Please tell me the telephone number.

Certainly, sir/madam. What's the number, please

25. When returned to the caller.

Sorry to have kept you waiting, sir/madam.

26. The caller asked to call someone.

Can you page for me?

Can you page me?

27. Tell the caller that the person you called didn't answer.

I'm afraid she/he hasn't answered.

Sorry, he/she hasn't called back yet.

28. Tell the caller that you want to page someone.

We will call, please don't hang up.

We'll call right away. Please hold the line.

29. When the called party finds you.

Mr./Ms. page you. Now I'll put you through to him/her. Just a moment, please.

Sir/madam paged you. I'll put you through right away. Just a moment, please.

30. The caller asked to leave a message.

Sure, please tell me your name (company name, telephone number).

Sure, please leave a message.

Of course. May I have your name , please? Sure, please leave a message. ...

3 1. Assure the caller that you will convey the information to the guests.

We will ensure that this information will be conveyed to the guests.

We will certainly convey the news to our guests.

32. Tell the guest that there is a message for him/her.

This gentleman/lady has a message for you. The message is

Here is a message for you, sir/madam.

33. When the caller reports an emergency,

May I know what happened? So I can inform the manager on duty immediately to help you.

Excuse me, what happened? I'll inform the lobby manager to help you right away?

34. Answer the guest's questions about the time in other places.

-(country name) is one hour later/earlier than Haikou, and now it's morning/afternoon.

-Faster (slower) than Haikou. It's morning.

Tell the caller that he/she can't connect directly to the guest's room.

I'm afraid all calls to the guest room must go through the operator.

Sorry, all calls to the guest room must be transferred through our operator.

36. When you want to talk to someone.

May I speak to you, please

Excuse me, are you there?

37. Caller/customer complains about the telephone line.

The line is not good. The line is faulty.

The line is noisy.

The sound is too weak. It's too quiet here to hear.

While I was on the phone, I was cut off.

There is a lot of interference on the line. There is a lot of line interference.

My phone is disconnected.

38. Handling complaints

I'm sorry to hear that, sir/madam.

I am sorry, sir/madam. I will tell the person in charge.

Excuse me, sir/madam. I'll notify the relevant personnel immediately.

I'll inform the manager on duty to help you.

I'll inform the lobby manager to help you right away.

39. Polite expressions

Thank you, sir/madam. Thank you, sir/madam.

You are welcome, sir/madam.

I'd love to. You are welcome, sir/madam.

Yes, we are happy to help you.

No, I'm afraid not, sir/madam. Sorry, I'm afraid we can't (don't).

I'm sorry

Sorry, please say it again.

The fourth chapter watchman

Are these your luggage?

Can I get it for you?

Please show me your room key.

This way, please.

This way, please

All your luggage is here, seven pieces in all.

All your luggage is here, seven pieces.

May I show you the room facilities?

May I introduce the facilities of the room to you?

This is a brochure explaining hotel services.

This is a brochure about hotel services.

If you want your room to be cleaned very quickly, please hang a cleaning sign on the door.

If you want to clean your room early, please hang this "please clean" sign on the door.

There is an entertainment center on the first floor.

Can I turn up the air conditioner?

Can I turn on the air conditioner?

Can I turn down the heat?

Your bag will be left at the bell captain's desk.

Your bag will be stored in the baggage area.

Can you take your baggage claim tag to the foreman's desk to pick up your bag?

Please take the baggage claim tag to the baggage department to pick up your bag.

We have a sauna with massage service there. , too.

There are also sauna and massage services there.

If you want a taxi, you can ask the information desk to call one for you.

If you want a taxi, you can ask the service desk to call one for you.