Traditional Culture Encyclopedia - Hotel reservation - The Ritz-Carlton Wenchang

The Ritz-Carlton Wenchang

Essential handbook of hotel oral English conversation

I. Overview

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 very difficult English to learn. In fact, it is good to apply some sentences and words. For example:

Informal English formal English

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

what is your name , please? What's your name, please

would you like a cup of tea? Would you like some tea?

Would you like some tea? Would you like some tea?

Please come this way. This way, please?

This way, please. This way, please?

Don't say yes, of course, yes, and so on. But of course, sir.

* Hey, um, wait a minute. It is also not suitable for use in hotels.

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

You can say, "Just a moment, please. I'll check it for you (please wait a moment, I'll confirm it for you), and then ask someone with processing ability to help.

* For male guests, address them as Mr.; When facing female guests, you are called a lady.

When greeting guests, it's best to say "Excuse me, sir (madam)", and don't address them directly. As for addressing children, you can use excuse me directly, but you can't address boys or girls directly.

* Look into each other's eyes and show your confidence and sincerity. But it must be noted that staring at each other's eyes is not unreasonable staring at each other.

* When dealing with foreigners who don't know the language, be sure to use gestures and body language more. But be careful when using gestures, because the meaning of gestures is very different in different countries and nationalities.

2. Basic Hotel English

(1) In formal English expressions, the basic sentence patterns of interrogative sentences can be divided into the following four types:

1. Is that okay ~

2. Can you ~

3. You will ~

4. May I?

As long as you understand these four basic sentence patterns, you can cope with most business situations.

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

May I have your name , please?

What's your name, please

What time is your check-out time?

May I see your passport?

May I know your nationality?

You can use couldyou when you trouble a guest.

Can you fill out this form?

Can you write that down?

Can you draft a fax?

Could you hold the line, please?

You can use Would you ~ when you ask the guests what they like or do.

Do you want tea or coffee?

Do you want to take a taxi?

Would you mind sitting here?

* * You can ask most questions just by adding "Would you like to ~" after the question words.

When do you want to go to Kunshan?

When do you want to have lunch?

When do you want to eat?

Who do you want to contact?

What kind of room do you prefer?

How would you like to settle your bill?

How long do you want to stay?

How many tickets do you want to buy?

You can use Shall I ~ or you want I do ~ when giving advice and soliciting opinions.

May I close the curtains?

Shall I draw you a map?

Can I make a reservation for you?

(2) Greeting language

Good morning. (used before noon)

Good afternoon. (used from noon to before 6 pm)

Good evening. (used after 6 pm)

Add sentences after these greetings, such as:

Good morning, sir. Are you checking out?

Good morning, sir. Do you want to check out?

Good afternoon, sir. Welcome to the Ritz-Carlton.

Good afternoon, sir. Welcome to the Ritz-Carlton Hotel.

Good evening, madam. Can I help you?

Good evening, miss. Can I help you?

You can also connect your own hotel name and department name, for example:

Good morning, sir. This is the front desk. Can I help you?

(3) Answer

1. General answer

I see, sir.

Certainly, sir.

Yes, sir.

Please wait a little longer.

Just a moment, please.

Thank you for waiting.

I am sorry to have kept you waiting.

Can you wait a little longer?

When you want to trouble a guest or refuse his request.

When refusing a guest, don't say "no" directly, but be tactful.

I'm afraid I can't do that.

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

Excuse me, sir. Please let me through.

apology

If it is your own fault, say "I'm sorry"; If it's the company's fault, say, "We're sorry." .

I'm very sorry for the delay.

I'm sorry for the delay

I'm very sorry for the inconvenience.

I want to apologize for this mistake.

5. Answer when the guest says "thank you".

You're welcome.

Thank you, sir.

Thank you very much.

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

Here you are.

This is what you want.

Here’s your room key.

Here it is.

7. When the guests are ready to leave, they can say:

Have a nice day.

Please enjoy your stay

Please enjoy your stay.

We hope to see you again soon.

Thanks for staying with us.

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

Don't just giggle or keep saying yes, yes in the face of guests' questions. If you don't understand, ask the guest a question, or say "please wait a moment" to the other person first, and then ask others for help.

What?

Excuse me.

What did you say?/Sorry?

Excuse me.

Please say it again.

Can you repeat that?

If you are not sure about what the other person said, you can repeat what you don't understand, such as:

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

Excuse me, sir, did you say you lost your room key?

Coping with telephone English

1. Don't simply answer "hello" when answering the phone, but give the name of your company or subordinate unit. For example:

"Hello, this is the information desk."

Hello, this is the information desk.

"Information desk. Can I help you? "

I'm the information desk. Can I help you?

When you dial the wrong number.

If the outside line is dialed wrong, you can answer:

I'm afraid you have the wrong number.

This is the Ritz-Carlton Hotel, 2234- 1 156.

This is the Ritz-Carlton Hotel. The telephone number is 2234- 1 156.

If the bus takes the wrong line, you can answer:

This is a room reservation. I'll transfer your call to the restaurant reservation department.

I'm afraid this is a direct line. We can't transfer your call to the Chinese restaurant. Would you please dial 2234- 1 156?

I'm afraid this is a direct line. We can't transfer your call to China restaurant. Would you please dial 2234- 1 156 instead?

3. When the person in charge is absent.

I'm afraid Mr. Lin is out now. He should be back around 5 pm.

I'm afraid Mr. Hao is on another line. Could you hold the line, please?

I'll tell him to call you back when he comes back.

May I have your name and phone number?

4. When the session ends.

When ending a telephone conversation, you can't simply say "bye-bye", but you'd better say:

Thank you for calling.

You are welcome, sir.

We look forward to your reply.

If you have any further questions, please contact me.

Three. Counter service

B= bellboy.

C= staff

H= room attendant (room service)

foreman

G= guest

Go to the front desk.

Take the guests to the counter

Good evening, madam. Welcome to CITIC Hotel.

Good night, miss. 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 these three.

Only these three pieces.

Two boxes and a bag. Is that so?

Two suitcases and a 1 handbag, right?

G: yes. That's all.

Yes, that's all.

B: I'll take you to the front desk. This way, please I'll put your bag next to the post over there.

Let me take you to the counter. This way, please I'll put your luggage next to the post first.

G: I see. Thank you.

I see, thank you.

B: When you check in, the bellboy will show you to your room.

When you check in, the waiter will show you to your room.

G: ok. All right.

That's great.

B: Enjoy your stay.

Please enjoy your stay.

Show the guests to their rooms.

Show the guests to the guest room

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