Is there any English conversation or common language at the front desk of the hotel?

The English conversation used in hotels basically belongs to 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, just apply certain sentences and words. For example:

informal English formal English

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

what's your name? May I have your name, please

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

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

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

this way, please. Would you please go this way?

* don't say OK, Sure, Yeah, etc., but say definitely, sir.

* hey, uh-huh, hangon, etc., which is also not suitable for hotels.

* 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 confirm it for you), and then ask someone who can handle it to help.

* For male guests, address them as Sir; When dealing with female guests, address them as Ms.

When greeting guests, it's best to say "Excuse me, Sir(Ms)", and don't directly address Mr. or Ms. As for addressing children, you can directly address them as Excuse me, but you can't directly address them as boy or girl.

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

* When facing foreigners who don't understand the language, we must make more use of gestures and body language. But be careful when using gestures, because the meaning of gestures is very different for different countries and nationalities.

2. Basic hospitality English

(1) In formal English expressions, basic interrogative 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, you can handle most business situations.

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

May I have your name, please?

May I have your check-out time, please?

when will you check out?

May I see your passport, please?

may I see your passport, please?

May I know your nationality, please?

what is your nationality, please?

2. You can use could you ~

could you fill out the form, please?

would you please fill out this form?

Could you write that down, please?

would you please write it down?

Could you draft the fax, please?

would you please write down the draft of the fax?

Could you hold the line, please?

would you please hold the line?

3. You can use would you ~

would you like tea or coffee when asking about the guests' preferences or what to do?

would you like tea or coffee?

Would you like to take a taxi?

would you like to take a taxi?

Would you mind sitting here?

would you mind sitting here?

** As long as you add "Would you ~" after the question words, you can ask most questions.

When would you like to visit Kunshan?

when would you like to visit kunshan?

When would you like to have lunch?

where would you like to eat?

What time would you like to eat?

when would you like to have your meal?

Who would you like to contact?

who do you want to contact?

Which kind of room would you prefer?

what kind of room do you prefer?

How would you like to settle your bill?

how do you handle your bill?

How long would you like to stay?

how long are you going to stay?

How many tickets would you like to buy?

how many tickets do you want to buy?

4. you can use Shall I ~ or Would you like me to do ~ when giving advice and soliciting opinions?

Shall I draw the curtains?

do you want me to close the curtains?

Shall I draw you a map?

would you like me to draw a map for you?

Shall I make the reservation for you?

would you like me to make an appointment for you?

(2) Greetings

Good morning. (used before noon)

Good afternoon. (used before noon to 6 p.m.)

Good evening. (used after 6 p.m.)

Follow these greetings with sentences, for example:

Good Morning, sir. Are you checking-.

good morning, sir. would you like to check out?

Good Afternoon, Sir. Welcome to Lijia Hotel.

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

Good evening, Ms. May I help you?

good evening, miss. can I help you?

You can also add your own hotel name and department name, such as

Good Morning, Sir. This is the front desk. May I help you?

good morning, sir. This is the Front Desk, may I help you?

(3) Answer

1. General answer

I see, sir.

I see, sir.

surely, sir.

yes, sir.

2. Ask the other party to wait a little longer

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.

I'm sorry to have kept you waiting.

Could you wait a little longer, please?

would you please wait a moment?

3. When you bother a guest or refuse a guest's request

When you refuse a guest, don't say "No" outright, but be 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.

excuse me, sir, please let me through.

4. Apologize

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

I am very sorry for the delay.

I am very sorry for the delay.

I am very sorry for the inconvenience.

I am sorry for the inconvenience.

I would like to apologize for the mistake.

I apologize for this mistake.

5. When the guest says "Thank you.", answer

You are welcome.

You're welcome.

Thank you, sir.

thank you, sir.

Thank you very much.

thank you very much.

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

Here you are.

Here is what you want.

Here is your room key.

Here is your room key.

Here it is.

This is your thing.

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

Have a nice day.

Have a nice day.

Please enjoy your stay

Enjoy your stay.

we hope to see you again.

I hope to see you again soon.

Thank you for staying with us.

thank you for coming.

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

when facing the guest's questions, don't just giggle or keep saying Yes, Yes. If you don't understand, ask the guest questions, or say "Just a moment, please." to the other party first, and then ask others for help.

Pardon?

excuse me?

Pardon me?

excuse me?

I beg your pardon?

I'm sorry, could you say it again?

Could you repeat that, please?

would you please repeat that?

if you are not sure about some 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, did you say you lost your room key?

how to deal with telephone English

1. You should not simply answer "Hello" when answering the phone, but report the name of your company or subordinate unit. For example:

"Hello, this is information desk."

Hello, this is the information desk.

“Information Desk speaking. May I help you?”

information desk, may I help you?

2. Wrong number

If it's an outside line, you can answer:

I am afraid you have the wrong number.

Sorry, you have the wrong number.

This is the Lijia Hotel, 2234-1156.

This is the Ritz-Carlton Hotel, and the telephone number is 2234-1156.

If the bus is connected to the wrong line, you can answer:

This is room reservations. I'll transfer your call to restaurant reservations.

This is the room reservation office. I'll transfer you to the restaurant reservation counter.

I am afraid this is a direct line. We can not transfer your call to the Chinese restaurant court you dial 2234-1156, please.

Sorry, this is a direct call. We can not transfer your call to the Chinese Restaurant. Could you dial 2234-1156, please.

3. I am afraid Mr. Lin is out at the moment. He should be back around 5 p.m.

Sorry, Mr. Lin is out now. He should be back around 5 p.m.

I am afraid Mr.Hao is on another line. C