Traditional Culture Encyclopedia - Hotel franchise - How to learn English in the hotel front desk?

How to learn English in the hotel front desk?

Spoken English at the hotel front desk

Want to practice speaking English? Can't find a way? Can't hold on? No time

The English conversation used in hotels is basically business English, which is slightly different from the English used in daily life conversation and pays more attention to etiquette. Formal English is often misunderstood as extremely difficult English. In fact, as long as you apply sentences and words in a certain format, it will be enough. For example:

Informal English Formal English

What's your name? May I have your name?

What's your surname? What's your surname?

Do you want some tea? Could you like some tea?

Do you want some tea? Would you like some tea?

Over here, please. Could you come this way please?

This way please. Could you please go this way?

* Don’t say OK, Sure, Yeah, etc., but say Certainly, Sir.

* Hey, uh-huh, Hang on, etc. are also not suitable in hotels. use.

* Don't say "I don't know." It is very impolite to answer "I don't know."

You can say "just a moment, please. I'll check that for you." (Please wait a moment, I'll check that for you), and then ask someone who has the ability to handle it to come and assist.

* For male guests, the respectful address is Sir; for female guests, the honorific address is Ms.

When greeting guests, it is best to say "Excuse me, Sir (Ms)", Do not call Mr. or Ms. directly. As for calling children, you can use "Excuse me" directly, but you cannot directly call "boy" or "girl".

* Look the other person in the eye to show your confidence and sincerity. But it must be noted that looking at the other person's eyes does not mean staring at the other person unreasonably.

* When dealing with foreigners who don’t understand the language, be sure to make more use of gestures and body language. But be very careful when using gestures, because gestures have very different meanings for different countries and ethnic groups.

Basic Hospitality English

(1) In formal English performance, the basic question sentence patterns can be divided into the following four types:

1. May I ~

2. Could you ~

3. Would you ~

4.Shall I ~?

As long as you understand these four Basic sentence patterns can handle most business situations.

1. When you want to do something, just use May I ~

May I have your name, please?

May I have your check -out time, please?

When will you check out and leave?

May I see your passport, please?

May I know your nationality, please?

May I know your nationality?

2. When troublesome guests, you can use Could you ~

Could you fill out the form, please?

Can you please fill out this form?

Could you write that down, please?

Could you draft the fax, please?

Could you please draft the fax?

Could you hold the line, please?

Please don’t hang up, please?

3. When asking guests about their preferences or what they are doing, you can use Would you ~

Would you like tea or coffee?

Would you like to take a taxi?

Would you mind sitting here?

** You can ask most questions by adding "Would you ~" after the question word.

When would you like to visit Kunshan?

When would you like to have lunch?

Where would you like to have lunch?

What time would you like to eat?

When would you like to eat?

Who would you like to contact?

Which kind of room would you prefer?

How would you like to settle your bill?

How long would you like to stay?

How many tickets would you like to buy?

4. When providing suggestions, assistance, or asking for opinions, you can use Shall I ~ or Would you like me to do ~?

Shall I draw the curtains?

Can I draw the curtains? ?

Shall I draw you a map?

Would you like me to draw you a map?

Shall I make the reservation for you?

(2) Greetings

Good morning. (used before noon)

Good afternoon. (used before noon to six p.m.)

Good evening. (used after 6pm)

Follow these greetings with sentences, for example:

Good morning, sir. Are you checking- out?

Good morning, sir, would you like to check out?

Good afternoon, sir. Welcome to LI JIA Hotel.

Good afternoon, sir. Welcome to Li JIA Hotel.

Good evening, Ms. May I help you?

Good evening, madam, may I serve you?

You can also follow it with the name of your hotel and department, such as:

Good morning, sir. This is the Front Desk. May I help you?

Good morning, sir. This is the service desk. Do you need service?

(3) Answers

1. General answers

I see, sir.

I understand, sir.

Certainly, sir.

Okay, sir.

2. Please wait a moment.

Just a moment, please.

Please wait a moment.

Thank you for waiting.

Thank you for waiting, sir.

I am very sorry to have kept you waiting.

Could you wait a little longer, please?

Can you wait a little longer, please?

3. When you want to trouble a guest or refuse a guest's request, don't refuse the guest with "No." but be more tactful.

I am afraid I can't do that.

Sorry, I'm afraid I can't do that.

Excuse me, sir. Please let me pass.

4. Apologize

If it is your own fault, say "I am sorry."; if it is the company's fault, say "We are sorry."

I am very sorry for the delay.

Sorry for the delay

I am very sorry for the inconvenience.

Very sorry Sorry for the inconvenience.

I would like to apologize for the mistake.

I deeply apologize for this mistake.

5. Reply when the guest says "Thank you."

You are welcome.

You're welcome.

Thank you, sir.

Thank you very much.

6. When giving something to a guest, you can say

Here you are.

The thing you want is here.

Here is your room key.

Here it is.

This is your thing.

7. As guests prepare to leave, say:

Have a nice day.

Please enjoy your stay

I wish you a pleasant stay.

We hope to see you again soon.

Hope to see you again soon.

Thank you for staying with us.

Thank you for visiting.

8. When the guest’s English is difficult to understand

When faced with the guest’s questions, don’t just giggle or keep saying Yes, Yes. If you don’t understand, ask the guest questions, or ask the guest first Say "Just a moment, please." and ask for help.

Pardon?

Sorry?

Pardon me?

Sorry?

I beg your pardon?

Sorry, please say it again, please?

Could you repeat that, please?

Can you repeat that, please?

If you are not sure about part of what the other party said, you can repeat the part you don’t understand, such as:

Excuse me, sir. Do you mean you lost your room key ?

Excuse me, sir, you mean you lost the key to your room?

Counter service

B=Bellman (Bellman)

C=Clerk

H=Housekeeping

BC=Bell Captain

G=Guest

To the Front Desk.

Take the guest to the counter

B: Good evening, Ms. Welcome to China-trust Hotel.

Good evening, Ms. Welcome to CITIC Hotel.

G: Thank you.

Thank you.

B: How many pieces of luggage do you have?

How many pieces of luggage do you have?

G: Just this three.

Only these three.

B: Two suitcases and one bag. Is that right?

Two suitcases and one handbag. Is that right?

G: Yes. That's all.

Yes, that's all.

B: I'll show you to the Front Desk. This way, please. I'll put your bags by the post over there.

I'll show you to the Front Desk. This way please. I'll put your luggage next to the pillar first.

G: I see, thanks.

I understand, thank you.

B: A bellman will show you to your room when you have finished checking-in.

When you have checked in, the bellman will show you to your room.

G: OK. Fine.

Great.

B: Please enjoy your stay.

I wish you a pleasant stay.

100 commonly used English sentences in hotels

1. Good morning, sir (madam)

Good morning, sir (madam)

2. Good afternoon, ladies and gentlemen

Good afternoon, ladies and gentlemen.

3. Good evening, miss Price

Good evening, Miss Price.

4. How are you today, Mr Brown?

How are you today? Mr Brown.

5. I'm quite well, thank you.

I'm quite well, thank you.

6. Hs good to see you again, sir (madam)

Hs good to see you again, sir (madam)

7. Nice to meet you, sir.

Nice to meet you, sir.

Titles (title)

8. Are you Mrs.Best?

Are you Mrs. Best?

9. You must be professor Ford.

You must be Professor Ford.

10. May I know your name, sir (madam)?

May I know your name? Mr. (Ms.).

11. Here's a letter for you, Dr white.

Dr White, here's a letter for you.

12. You're wanted on the phone, Captain Smith.

Captain Smith, I have your phone number.

13. Welcome to our hotel, miss Henry.

Welcome to our hotel, Miss Henry.

14. May I be of service to you, Mr Baker?

Can I serve you? Mr. Baker?

15. Can I help you, Ms Blake?

Can I help you? Miss Blake?

16. Would you take the seat, young lady?

Please sit down, miss,

Offering Help Offering help

17. May I help you?

18. Can I help you?

Can I help you?

19. What can I do for you?

What can I do for you?

20. May I take your ba for you?

Can I get your handbag for you?

21. May I help you with your suitcase?

Can I help you with your suitcase?

22. Would you like me to call a taxi for you?

Do you need me to call a taxi for you?

23. Thank you very much.

Thank you very much

24. Thanks for the trouble.

Sorry for the trouble

25. It's very kind of you?

That’s so kind of you

26. No, thanks.

No, thank you!

Answers to Thanks

27. You're welcome.

Welcome

28. Not at all .

You're welcome

29. That's all right.

It doesn't matter

30. Don't mention it.

Forget it

31. It's my plcasurc.

It's my pleasure

Expressing welcome

32. Welcome, sir(madam).

Welcome to our hotel, sir (madam)

33. Welcome to our hotel, sir (madam).

Welcome to our hotel, sir (miss)

34. Welcome to our western restaurant.

Welcome to our western restaurant

35. We're glad to have you here.

We're glad to have you here

36. I'm always at your service, sir (madam).

At your service anytime, sir (miss).

Apologies apologize

37. I'm sorry, sir (madam).

Sorry, sir (Miss).

38. I'm very sorry.

I'm very sorry.

39. I'm sorry to trouble you.

I'm sorry to trouble you.

40. I'm sorry to have taken so much of your time.

I'm sorry to have taken so much of your time.

41. I'm sorry to have kept you waiting.

I'm sorry to have kept you waiting.

42. Excuse me for interrupeing you.

Excuse me for interrupeing you.

43. I hope you'll forgive me.

I hope you'll forgive me.

Answers to Apology

44. It doesn't matter.

It doesn't matter.

45. It's nothing.

Nothing.

46. Never mind.

Don’t take it to heart.

47. That's nothing.

Nothing.

48. Don't bother about that.

Don't think about it anymore.

49. Don't worry about it.

Don't worry.

50. Don't apologize, It was my fault.

Don't apologize, it was my fault.

Good wishes

51. Have a good time!

Have a great time!

52. Have a nice evening!

Have a nice evening.

53. Happy Birthday!

Happy birthday.

54. Merry Christmas!

Merry Christmas.

55. May you succeed

Wish you success

Parting (Goodbye)

56. Good-bye and good luck.

Goodbye and good luck.

57. Hope you'll have a nice trip.

Hope you have a nice trip.

58. Wish you a pleasant journey.

Wish you a pleasant journey.

59. Happy landing.

I wish you a safe arrival.

60. Bon voyage.

Smooth sailing.

61. Hope to see you again.

Hope to see you again.

62. Good night.

Good night.

63. See you Tomorrow.

See you tomorrow.

Self-Introduction (self-introduction)

64. I'm henry, I'm from Golden Lake Hotel, I'm here to meet you.

My name is Henry, from Jinhu Hotel. I'm here to pick you up.

65. My name is Irene, I'm the housekeeping Department waiter.

My name is Irene, I'm the housekeeping Department waiter.

66. I'm the receptionist here, welcome to our hotel.

I'm the receptionist here, welcome to our hotel.

67. Reservations, May I help you?

Reservation Department, can I help you?

68. Room service, May I come in?

Meal delivery service, can I come in?

69. This is Henry Adams speaking.

I am Henry. Adams.

Affirmative Responses

70. Surely.

Of course.

71. Certainly, sir (madam).

Of course, sir (miss).

72. Yes, sir, (madam).

Yes, sir (Miss).

73. That's true, sir (madam).

That’s right, sir (miss).

74. Very well.

Very good.

Negative Responses

75. No, sir (madam).

No, sir (Miss).

76. I don't think so.

I don't think so.

77. Of course not.

Of course not.

78. I'm afraid that's not a good idea.

I'm afraid, that's not a good idea.

Useful Questions

79. What do you prefer, tea or coffee?

What do you like? Tea or coffee.

80. Would you please sign here?

Can you please sign here?

81. A table for two?

One table for two?

82. How long do you plan to stay?

How long do you plan to stay.

83. Could you please spell your name?

Can you please spell your name?

84. What kind of room would you like?

What kind of room do you want?

85. May I see your passport?

Can I see your passport?

86. May I have your tetephone number?

Can I have your phone number?

87. What's the trouble, sir?

What's wrong with you? gentlemen.

88. Shall I call a doctor for you?

Shall I call a doctor for you?

89.Dir you eyoy the play?

Do you like this show?

90. Do you like this song?

Do you like this song?

Useful expressions

91. Enjoy your breakfast, sir?

Please enjoy your breakfast, sir.

92. Here is the menu.

Give you the recipe.

93. The service guide is on the desk.

The service guide is on the desk.

94. The swimming pool is over there.

The swimming pool is over there.

95. Go ahead, please.

Please continue.

96. The line is busy.

The line is busy.

97. You look great.

You look great.

98. Please consult the song list.

Please consult the song list.

99. It's a very touching story.

This is a very touching story.

100. Without music, the world would be dull.

Without music, the world would be dull.