哪位能提供关于中外酒店管理的中英文对照的文章或段落？ 跪求
当今世界竞争是人才的竞争，高素质的人力资本是酒店业得以健康持续稳定发展的根本保证。随着酒店从业人员素质，思想观念及自我发展意识和民主观念的不断增强，酒店这一以人为本的服务行业在人力资源管理中暴露出员工积极性低服务意识低人员流失率升高等方面的题。因此本文从现状分析、物质激励、精神激励、以及激励体系的建立四个方面又结合了星级酒店人力资源管理的实际情况，对现代酒店管理中的激励机制做了初步的研究。另外还提出一些开发酒店人力资本，提高酒店人力资本水平的策略及措施。
第1章 酒店业的现状分析
酒店业的竞争，归根结底是人才的竞争。管理的核心问题，是人的问题。在酒店管理中运用人力资源管理获得竞争优势的案例越来越多。
案例：报纸杂志不断刊登文章报道服务业的不良状况，一线员工错误不断、态度恶劣简直是置顾客于不顾。缺少技术熟练的员工，面对高人员的流失率，深受其苦的服务业必须向那些与顾客接触的企业注入新的生命力。分析研究表明：当一个人被高度激励时，他会努力工作主动向顾客提供尽可能好的服务；而没有被激励时，他会尽可能的节省精力。现代管理者的首要任务就是要点燃员工内心的工作热情之火，以此驱动员工在工作中展现的出色，从而实现组织所期望的最佳绩效。在企业中出色的领导者已经认识到这点，只有“以人为本”的企业管理，才能在如今激烈的竞争中生存、发展、兴旺。管理是一门艺术，员工激励是艺术中的艺术，员工是企业的灵魂。设计有效的员工激励机制，才能提高员工的积极性。使其才能在不同的企业文化不同的组织结构和不同的企业环境中发挥其最大的潜能，从而实现组织的期望目标。首先姑且让我把激励方法分为三类：物质激励、精神激励和激励机制的设计，通过对这三类的分析和了解，才能让我们理解激励机制的作用和意义，从而才能为企业建立有效激励体系。下面我们把激励的方法分为两类：物质激励和精神激励；通过对这些激励方法的了解和认识，才能让我们意识到激励机制的作用。
第2章物质激励
物质激励是指通过物质刺激的方法鼓励职工工作。
它的主要表现形式有正激励，如发工资、奖金、津贴、福利等；负激励如罚款等。物质需要是人类的第一需要，是人们从事一切社会活动的基本动因，所以，物质激励是激励的主要模式，也是目前我国企业内部使用的非常普遍的一种激励模式。
2.1正激励法
奖励是指饭店组织对员工的良好行为举止或工作表现给予的积极肯定与表彰。奖励作为员工激励的一种手段，目的在于促使受奖励的员工将他们的模范行为加以保持和发扬，并成为全体员工的表率，为奋员工队伍的士气起到积极的推动作用。运用好这一手段还要注意以下几点：（一）奖励要及时，且奖励方法要不断创新。（二）注意对其他员工的心理疏导化。不断定下新的目标，淡化过去着眼未来，树立正确的公平观。（三）.重视对团体的奖励，在现代饭店活动中组织目标的实现，员工个人的尊严与成就，都需要经过群体的共同努力才能得以实现，因此重视团体激励，有利于在员工中形成统一的思想认识，增强凝聚力提高员工的竞争力。
2.2负激励法
惩罚是一种负激励，是现代饭店为了纠正员工工作中的不良行为，而才取的一种强制措施。应用得当，对不妥行为能取得很好的威慑作用。但万万不可以惩罚为主，只能作为一种辅助手段，否则就会适得其反。在运用这一手段时要注意以下几点：（一）不能不教而诛。应当把教育放在第一位，对屡教不改或造成严重后果者实施惩罚，且注意不可以罚代管。（二）选择合理有效的惩罚方式，且不可打击面过大，还要注意不可全盘否定，以小即大，伤害员工的心理。（三）将灵活性与原则性向结合，坚持原则，执法要严。在严格依照规定制度的前提下，一定的灵活性是完全必要的，因此在激励时要严格合理，严的合情，从而达到教育一大批的目的，虽说，物质激励不是万能的，但我们要合理的运用物质激励这一把双刃剑。例如：在洲济集团就有这样的一个管理方案，当员工第一天来到公司工作时，公司就会对员工的一些家庭情况经济条件等多方面做一个了解，对这一了解就建立了员工的个人资料，在日常的工作中有关人员对资料进行分析，在以后的工作中，管理者就会对以前的分析对员工实施有效的激励方案。全面的了解员工的需求和工作质量的好坏，不断的根据情况制定精确的激励方法，从而调动酒店的每为员工实现应有的业绩。
第3章精神激励
美国管理学家皮特就曾指出“重赏会带来副作用，因为高的奖金会使彼此封锁消息，影响工作的正常开展，整个社会的风气就会不正”。因此企业单用物质激励不一定能起到作用，所以又产生另一种激励方法——精神激励。就这一激励我大致分为以下几种：目标激励竞争激励及参与激励等。
In today's world competition is the talent competition, high-quality human capital is the hotel industry continued to be healthy and stable development of the fundamental guarantee. With the hotel employees in the quality of ideas and sense of self-development and growing the concept of democracy, the hotel that the people-oriented service sector in terms of human resource management staff revealed low awareness of service with low staff turnover rate increased the title and so on. This paper analyzes the status quo, therefore, material incentives, moral incentives, as well as the incentive system and a combination of four-star hotel human resources management of the actual situation of the modern hotel management incentive mechanism has done a preliminary study. In addition, some hotels in human capital development to improve the human capital level of the hotel's strategy and measures.
Chapter 1 Analysis of the hotel industry
Hotel industry, in the final analysis is the talent competition. Management of the core issue is the question. In hotel management in the use of human resources management to obtain a competitive advantage more and more cases.
Case: newspapers and magazines continue to publish articles reporting the adverse conditions of the service sector, front-line staff error continuously, the attitude of the poor is ignored customers home. Lack of skilled staff, in the face of the high rate of loss of the services sector is suffering to those who come into contact with customers to inject new vitality enterprises. Analysis showed that: when a person was a high degree of motivation, he will take the initiative to work hard to provide the customers with the best possible service; and have not been inspired, he will save energy as much as possible. The primary task of modern managers is to kindle the enthusiasm of staff working inside the fire, to drive the staff work to show the outstanding organizations in order to achieve the best performance expectations. In the enterprise has been an excellent leader in recognition of this point, only the "people-oriented" corporate governance can be in today's fierce competition for survival, development, and prosperity. Management is an art, staff motivation is the art of art, the soul of the enterprise employees. Staff to design effective incentive mechanism to increase the enthusiasm of the staff. So that it can be in various different corporate culture and organizational structure of the enterprise environment to play their maximum potential in order to achieve the expectations of the target organizations. Let us first of all, let me incentive divided into three categories: material incentives, moral incentives and the design of incentive mechanisms, through these three types of analysis and understanding, so that we understand the role of incentive mechanism and significance of the enterprise so as to establish an effective incentive system. We are encouraged by the following methods to fall into two categories: material and spiritual encouragement and incentives; incentives of these methods of understanding and knowledge in order to let us realize that the role of incentives.
Chapter 2 material incentives
Material incentives is the way to the adoption of incentives to encourage trade union work.
Its main manifestations of positive incentives, such as wages, bonuses, allowances, benefits, etc.; negative incentives such as fines. Material needs is the first of human needs, is engaged in social activities of all the basic motive, therefore, the material incentives to encourage the main mode is the internal use of Chinese enterprises are very common mode of an incentive.
Excitation method is 2.1
Hotel reward is the good organization of the behavior of employees or work performance and in recognition of the positive. Incentives as a means of staff motivation, incentives designed to induce employees by their exemplary acts to maintain and carry forward and set an example for all staff, for staff morale Fen play a positive role in promoting. Make good use of this means we must pay attention to the following: (a) awards to be timely, and an incentive to innovation. (B) the attention of other employees of the psychological. Constantly set new goals, to play down the past focus on the future, to establish a correct view of the fair. (C). Emphasis on incentive groups, activities in a modern hotel in the achievement of organizational goals, personal dignity and achievements, both need to go through the joint efforts of groups can be achieved, the emphasis on incentive groups, is conducive to the formation of a unified staff the ideological understanding, and enhance the cohesion of staff to enhance their competitiveness.
2.2 negative excitation method
Punishment is a negative incentive is a modern hotel staff in order to correct the bad behavior, and to obtain a compulsory measure. Applied correctly, can be made to the wrong acts of a very good deterrent. However, employees must not be punished mainly as a supplementary means only, otherwise it will backfire. In the use of the means to pay attention to the following points: (a) those that can not teach and to punish. Give education top priority should be on the incorrigible or those who have serious consequences for the implementation of punishment, and punishment can not be hosted attention. (B) select a reasonable and effective punishment, and the scope can not be too large, but not a total negation of the attention to small or large, the psychological harm to employees. (C) will be a matter of principle to the combination of flexibility and principles, adhered to more stringent enforcement. In strict accordance with the provisions of the system under the premise of a certain degree of flexibility is absolutely necessary, so in a reasonable incentive to be strict, strict fair, a large number so as to achieve the purpose of education, although, material incentives is not a panacea, but we have to reasonable use of material incentives that a double-edged sword. For example: in the Jeju Island Group has a management program such that when the staff came to the company the first day of work, the company will staff the case of some families, such as economic conditions in a multifaceted understanding of the understanding on the establishment of a staff personal data, in the day-to-day work of the staff analysis of data, work in the future, managers will be on the previous analysis of the implementation of effective employee incentive program. Comprehensive understanding of the needs of employees and the quality of work is good or bad, according to the situation of constant incentive to develop accurate, thereby mobilizing the hotel staff to achieve each and every performance should be.
Inspire the spirit of Chapter 3
Management experts point out that Pitt had "side-effects will be rewarded, because of the high prize money would blockade the news to each other and affect the normal development, the social atmosphere will be errors." Enterprise alone, therefore the material may not be able to play the role of incentives, so they have another incentive - the spirit of encouragement. On this incentive, I roughly divided into the following categories: goals motivation and participation in competitive incentives and other incentives.
1. On the lack of consumer demand in the hotel industry and business strategy
Throughout the development of China's hotel industry, hotel supply and many other products the supply of goods as experienced by a few years ago to gradually improve over the past two years to improve the fundamental process, 93 years after China's new foreign-related travel each year to the hotel 700-1000 At a rate of home, an increase of 20 percent or more, the hotel industry and tourist increase the supply of 5-8% increase is obviously limited difficult balance, the result will inevitably lead to the hotel industry into a buyer's market status.
Economists tell us: in a buyer's market, because of ample supply and consumption from passive into the initiative, the production not only has the counterproductive, and played a decisive role, then the demand for production and operation of the binding nature of the increasingly felt in consumer demand Business activities became the starting point and destination, so that the market shows a demand constraint of the trend. Hotel general manager "difficult business" of the ordinary with emotion, the hotel industry is entering a buyer's market demand under the constraints of a typical reflection. In the hotel industry market demand constraint of the state, consumers show a difference in consumer behavior, rational consumption and consumer sentiment three.
Hotel features of this market, the hotel's managers decided to seriously study the market of consumer demand, timely adjustment according to market demand business strategy, so that their own in the competition in a good position.
First, the current state of consumer demand in the hotel industry and the new situation
Over the past two years, the national policy of expanding domestic demand on the consumer does not have much effect, if no effective policy of the publication of affected residents expected consumer confidence will not be a major factor in significant changes in the coming period will Continuation of the trend of the current consumer demand.
1. The income of residents of the changes on consumer demand have a greater impact. Over the past few years due to the impact of economic adjustment, the past two years, growth in the incomes of urban residents in a larger decline in the consumption of different income groups tend to the obvious differences, with higher incomes tend to lower the marginal consumption, and the potential consumer demand for low-income households Due to the growth of their incomes drop into the facts to the demand, the overall tendency to lower the marginal and therefore increase the income level of consumption would decline at a more sluggish in the state.
2. Consumption expected to change little, lack of consumer demand will make the situation there can be no greater breakthrough. Because income growth has not previously faster, and the future life of residents increased uncertainty. People on the expected future income is not very optimistic, consumer expectations for the future residents there can be no bigger change.
This lack of overall consumer demand situation as a direct impact on the outbound tourism Accommodations and Dining to purchase entertainment convergence of the six elements of the hotel industry. Although in recent years as people more leisure time, the consumption concept of change, visitors have the tendency to increase, but the situation is not optimistic. 1997 to the Zhejiang Tourism trips per capita per day of domestic tourists spent only 142 yuan and per capita spending slowdown in the growth.
This macro-economic background of the hotel business a lot of new situation:
First, the hotel industry's operating revenue and operating profit has deviated from the trend. In recent years the hotel industry's operating revenue has increased significantly, but operating profits fell year after year.
Secondly, hotel room occupancy rate and average housing prices and to reverse the trend. Hotel Industry in 1998 in Zhejiang Province over the room occupancy rate of growth of 3.4 percent, while the average price dropped 9.3 percent, appears to reverse the abnormal situation. This situation shows that in the hotel industry market supply and demand side, demand has clearly increased as the main contradiction, if today's hotel market is only a simple excess supply, then the room occupancy rate and average prices should be at the same time Decline, therefore, insufficient effective demand has become the hotel industry downturn of the major factors.
Third, the hotel industry operating costs and management fees not synchronized growth trend. Zhejiang Hotel, 1998 operating costs increased 9 percent over a year, of which direct costs rose 5.5 percent, while management fees increased by 22.1 percent, the cost of the management of the hotel operator is still a major problem to be studied.
Fourth, the hotel industry has increased the degree of loss of momentum. Since 1997, the hotel industry a loss of face, loss of rapidly increasing.
1998 China's hotel industry in the first sector of the overall losses, in particular, is not characteristic of the old hotels and new hotels serious losses. This trend shows that demand for the hotel industry in the lack of market conditions, intense competition in the market has tended to seek new business strategy the hotel has a pressing priority.
Second, consumer demand is insufficient under the state of the hotel business strategy.
(A), established to make the cake the hotel industry source common development strategy.
In addition to the passengers to do the cake the efforts of government departments, trade between the joint marketing, the rising of seeking common development is indispensable.
1. Hotel industry associations through the establishment of early warning system to regularly publish the local hotel industry market conditions, the flow of tourists, the price level, cost targets and major events, and other information, to the builders did not enter the market with a warning to the existing hotel To guide the orderly operation, so as to create an orderly market environment in future.
2. Hotel industry as a window of the advantages of economic development, joint action, major hotels in some cities set up for the service to the hotel meeting sales network and actively seek large-scale trade fairs, exhibitions, ordering, cultural and academic exchange activities Such as the local organizing, and often jointly organized large-scale concerts, sports competitions and so on. These activities not only enhance the visibility of the hotel, attracting numerous tourists and hotel industry will greatly activate the market.
3. In government departments, with the support of a planned and step by step in the overall marketing, joint development of new markets. Hotel "fragmentation" of marketing, not only cost, marketing and ineffective, there is a need for different source destination image promotion in government departments at the same time, take the hotel industry and tourism related industries co-promotion, small hotels in the market The circumstances of coordinated operations, to attract all the guests. ]
4. Play to the hotel community functions, make concerted efforts to develop new products and create new demand. Hotel industry must focus on local people's consumption, the hotel should give full play to the hotel in the city's community functions, and actively develop new products, maximize the creation of the new demands of the public. If the wedding market, the silver market, children's market, as long as a marketable new products, believe that the potential demand.
(2), the establishment of the service aims to nurture customer loyalty marketing strategy.
Some of the secrets of business success is the first concept of a service, the implementation of strategic marketing services, will always retain customers. Visitors to the service, the hotel staff is not only a day-to-day work, but also a very crucial promotional activities. Therefore, the lack of consumer demand in the market in the establishment of the guests to cultivate loyalty marketing strategy services it is particularly important.
1. Hotel managers in the management of the process, to establish a hotel guests are a kind of "assets" concept, our business is a process of "absorption of capital", "protection of capital" and "replenishment" of course, only guests Such assets "added value", the hotel will Zhangshengbushuai.
2. Departure from the customer's demand for hotel products constant adjustment, reform and perfect the formation of the guests satisfied with the products. Hotel to strengthen the market research, launched marketable products and services to constantly enrich the content of products, updated product extension services, especially the old Hotel, even if only some of embellishment hotels, jewelry, marking the symbolic change will be to Visitors to create a mood, Coupled of an endless stream of activities to promote, one after another of the hot selling point of manufacture, will enable guests often new to regular, permanent Buyan.
3. Guests to provide satisfactory services, enhance the guest's loyalty. To provide satisfactory services to the guests, just stay in the general regularization and standardization of services is not enough, because it is only a mass production, in order to raise the guests satisfaction, we must work hard to personalized services. Require the establishment of the hotel from the start off the history file, the guests have a different personality, highlighting specific services. Such as room service to the elderly in accordance with its slow tempo, high-demand features, focusing on good lighting Zengliang, telephone by the sound, non-slip bath services; of the wedding guests, but I have to create a unique warm environment.
4. Pay attention to the guests to create a good experience to the guests took good impression. If operators are happy to let visitors experience, we must consider the dining environment, atmosphere and good taste. If you let the hotel guests are unforgettable experiences, then you create a good loyalty.
5. And guests should maintain normal ties.
6. Hotel staff to be on a consistent manner, "customer-oriented services" education so that guests awareness enjoys popular support, a strong customer-oriented atmosphere. With
When guests to the establishment of staff awareness of the incentive mechanism, so that employees with a pleasant mood for guests to provide quality services.
(C) defense establishment seeks to avoid competition with the differences of marketing strategy.
In the current shortage of hotel industry needs a buyer's market conditions, the demand for the reunification of the single market has ceased to exist. Any hotel can not meet the hotel industry overall market demand, any demand can not be from a hotel to a separate meeting. Hotel managers should therefore completely abandon the large number of non-discriminatory marketing, instead of the differences in the implementation of marketing strategies.
1. Hotel in a wide range of market research, based on the overall market for scientific, effective and from among the breakdown of one or several market segments as its target markets, and concentrate manpower and material resources, to focus on marketing.
2. Concentrated on the basis of marketing, the hotel should highlight the differences between their rival products to achieve a competitive advantage differences. Differences in the basic way to create a four kinds: product differentiation, service differences, personnel differences and differences in image.
酒店英语口语
1) Good morning(afternoon, evening),sir(madam).
早上(下午、晚上) 好，先生(夫人) 。
2) How do you do ?
您好！(初次见面)
Glad to meet you .
很高兴见到您。
3) How are you ?
您好吗？
Fine ,thanks. And you ?
好的，谢谢。您呢？
4) Welcome to our hotel(restaurant, shop).
欢迎您到我们宾馆(餐厅、商店) 来。
5) Wish you a most pleasant stay in our hotel .
愿您在我们宾馆过得愉快。
6) I hope you will enjoy your stay with us .
希望您在我们宾馆过得愉快。
(客人刚入店时)
I hope you are enjoying your stay with us .
希望您在我们宾馆过得愉快。
2
7) Have a good time !
祝您过得愉快！
电话用语：
8) Imedp Hotel, Front Desk. . Can I help you ?
EDP联盟大酒店，前厅。您找谁？
9) Sorry , I’ve dialed the wrong number.
对不起，我拨错号了。
10) May I speak to your General Manager?
能和你们总经理说话吗？
Speaking.
我就是。
11) Sorry. He is not in at the moment .
对不起，他现在不在。
Would you like to leave a message ?
您要留口信吗？
12) Pardon ?
对不起，请再说一遍好吗？
I beg your pardon ?
对不起，请再说一遍好吗？
3
祝贺语：
13) Congratulations!
祝贺您！
14) Happy birthday!
生日快乐！
15) Happy New Year!
新年快乐！
16) Merry Christmas!
圣诞快乐！
17) Have a nice holiday!
节日快乐！
18) Wish you every success!
祝您成功！
4
答谢和答应语：
19) Thank you (very much).
谢谢您(非常感谢) 。
20) Thank you for your advice(information,子help).
感谢您的忠告(信息、帮助) 。
21) It’s very kind of you .
谢谢，您真客气。
22) You are welcome.
不用谢。
23) Not at all .
不用谢。
Don’t mention it .
不用谢。
24) It’s my pleasure .
很高兴为您服务。
With pleasure .
My pleasure .
25) I am at your service.
乐意为您效劳。
26) Thank you for staying in our hotel.
感谢您在我们饭店下榻。
5
道歉语：
27) I’m sorry .
很抱歉。
28) Excuse me .
对不起。
29) I’m sorry . It’s my fault .
对不起，那是我的过错。
30) Sorry to have kept you waiting .
对不起，让您久等了。
31) Sorry to interrupt you .
对不起，打扰您了。
32) I’m sorry about this.
对此表示歉意。
33) I apologize for this.
我为此道歉。
34) That’s all right .
没关系。
35) Let’s forget it .
算了吧。
6
提醒用语：
47) Mind(Watch) your step.
请走好。
48) Please be careful.
请当心。
49) Please don’t leave anything behind.
请别遗忘您的东西.
50) Don’t worry.
别担心。
51) Take it easy.
放心好了。
52) Please don’t smoke here.
请不要在这里抽烟
7
告别语：
53) Goodbye.
再见.
54) See you later.
等会见。
55) Good night.
晚安。
56) See you tomorrow.
明天见。
57) Goodbye and thank you for coming.
再见，谢谢您的光临。
58) Goodbye and hope to see you again.
再见，希望再见到您。
59) Have a nice trip!
一路平安！
60) Wish you a pleasant journey! Good luck!
祝您旅途愉快！
8
征询语：
36) Can(May ) I help you ?
我能帮您什么吗？
Yes ,please .
好的。
37) What can I do for you ?
我能为您干点什么吗？
38) Is there anything I can do for you ?
有什么我能为您效劳的？
39) Just a moment , please .
请稍等一下。
40) May I use your phone ?
我能借用您的电话吗？
Yes ,of course .
当然可以。
Certainly .
当然可以
1) Good morning(afternoon, evening),sir(madam).
早上(下午、晚上) 好，先生(夫人) 。
2) How do you do ? 您好！(初次见面)
How do you do ? 您好！
Glad to meet you . 很高兴见到您。
3) How are you ? 您好吗？
Fine ,thanks. And you ? 好的，谢谢。您呢？
4) Welcome to our hotel(restaurant, shop). 欢迎您到我们宾馆(餐厅、商店) 来。
5) Wish you a most pleasant stay in our hotel . 愿您在我们宾馆过得愉快。
6) I hope you will enjoy your stay with us . 希望您在我们宾馆过得愉快。
(客人刚入店时)
I hope you are enjoying your stay with us . 希望您在我们宾馆过得愉快。
(客人在饭店逗留期间)
I hope you have enjoyed your stay with us . 希望您在我们宾馆过得愉快。
(客人离店时)
7) Have a good time ! 祝您过得愉快！
电话用语：
8) Imedp Hotel, Front Desk. . EDP联盟大酒店，前厅。您找谁？
Can I help you ?
9) Sorry , I’ve dialed the wrong number. 对不起，我拨错号了。
10) May I speak to your General Manager? 能和你们总经理说话吗？
Speaking. 我就是。
11) Sorry. He is not in at the moment . 对不起，他现在不在。
Would you like to leave a message ? 您要留口信吗？
12) Pardon ? 对不起，请再说一遍好吗？
I beg your pardon ? 对不起，请再说一遍好吗？
祝贺语：
13) Congratulations! 祝贺您！
14) Happy birthday! 生日快乐！
15) Happy New Year! 新年快乐！
16) Merry Christmas! 圣诞快乐！
17) Have a nice holiday! 节日快乐！
18) Wish you every success! 祝您成功！
答谢和答应语：
19) Thank you (very much). 谢谢您(非常感谢) 。
20) Thank you for your advice(information,子help). 感谢您的忠告(信息、帮助) 。
21) It’s very kind of you . 谢谢，您真客气。
22) You are welcome. 不用谢。
23) Not at all . 不用谢。
Don’t mention it . 不用谢。
24) It’s my pleasure . 很高兴为您服务。
With pleasure .
My pleasure .
25) I am at your service. 乐意为您效劳。
26) Thank you for staying in our hotel. 感谢您在我们饭店下榻。
道歉语：
27) I’m sorry . 很抱歉。
28) Excuse me . 对不起。
29) I’m sorry . It’s my fault . 对不起，那是我的过错。
30) Sorry to have kept you waiting . 对不起，让您久等了。
31) Sorry to interrupt you . 对不起，打扰您了。
32) I’m sorry about this. 对此表示歉意。
33) I apologize for this. 我为此道歉。
34) That’s all right . 没关系。
35) Let’s forget it . 算了吧。
征询语：
36) Can(May ) I help you ? 我能帮您什么吗？
Yes ,please . 好的。
37) What can I do for you ? 我能为您干点什么吗？
38) Is there anything I can do for you ? 有什么我能为您效劳的？
39) Just a moment , please . 请稍等一下。
40) May I use your phone ? 我能借用您的电话吗？
Yes ,of course .
Certainly . 当然可以。
指路用语：
41) Go upstairs/downstairs 上楼/下楼
42) It’s on the second(third) floor. 在二(三) 楼
43) Excuse me. Where is the washroom 对不起，请问盥洗室(电梯) 在哪儿？
(restroom,elevator)
This way ,please. 请这边走。
44) Turn left/right. 往左(右) 转。
45) It’s in the lobby near the main entrance. 在大厅*近大门。
46) It’s in the basement at the end of the corridor. 在地下室走廊尽头。
提醒用语：
47) Mind(Watch) your step. 请走好。
48) Please be careful. 请当心。
49) Please don’t leave anything behind. 请别遗忘您的东西.
50) Don’t worry. 别担心。
51) Take it easy. 放心好了。
52) Please don’t smoke here. 请不要在这里抽烟。
告别语：
53) Goodbye. 再见.
54) See you later. 等会见。
55) Good night. 晚安。
56) See you tomorrow. 明天见。
57) Goodbye and thank you for coming. 再见，谢谢您的光临。
58) Goodbye and hope to see you again. 再见，希望再见到您。
59) Have a nice trip! 一路平安！
60) Wish you a pleasant journey! Good luck! 祝您旅途愉快！
前厅部
(61) Have you a reservation?
您预订过吗？
(62) May I have your name and room number?
您能告诉我您的名字与房间号码吗？
(63) Here is your room key.
给您房间钥匙。
(64) Please pay at the cashier’s desk over there.
请去那边帐台付款。
(65) Are these your baggage? May I take them for you?
这些是您的行李吗？我来帮您拿，好吗？
(66) I’m afraid our hotel is fully booked on that date.
对不起，我们饭店那一天的客房全部订满了。
(67) Your room is confirmed for that day. We look forward to serving you.
您要的那一日房间已经确认了。我们期待着为您服务。
(68) I’ll cancel Mr Bell’s reservation from February 27th for three nights.
我将取消BELL先生从2月27日开始3个晚上的预订。
我们期待着下一次为您服务。
(69) May I reconfirm your departure date?
我可以再次确认您的离店日期吗？
(70) I’m sorry, madam. We don’t have any vacancy at the moment.
对不起，小姐，我们现在没有空房间。
(71) How many pieces of luggage do you have?
请问您有几件行李？
(72) Is there anything valuable or breakable in your bag?
您包里有贵重或易碎物品吗？
(73) You can get your money changed at the cashier’s Desk..
您可以去收款处兑换钱。
(74) Could you take a message for her, please?
你能不能为我给她留信口信？
(75) Just a moment, please, sir. I’ll put you through.
请稍等一下，先生。我马上为您接通。
(76) For outside calls, please press 9 first and when you hear the dialing tone, press the number you want.
打外线请先按9，听到声响后再按您所要的号码。
(77) How would you like to make payment, sir.
先生，请问您将如何付款？
(78) Here is your change and receipt, sir. I’ll send a bellman up to get your luggage.
先生，这是您的找钱和收据。我马上叫行李员上去取您的行李。
(79) The rate of your room will be paid by your host unit while the others should be at your expense..
您的房费将由接待单位支付，而杂费则应由您自己付。
(80) How many copies do you need?
您要复印几份？
(81) Can you give me your fax number, sir?
请您告诉我您的传真号码好吗？
(82) When can I pick it up?
我什么时间能取？
管家部
(83) Housekeeping. May I come in?
客房服务员，我可以进来吗？
(84) Leave your laundry in the laundry bay behind the bathroom door.
请把要洗的东西放在浴室门后的洗衣袋中。
(85) I hope I’m not disturbing you.
我希望没有打扰您。
(86) One moment, madam. I’ll bring them to you right away.
等一会，夫人。我马上送来。
(87) I’ll show you to your room. Would you come this way?
我带您去您的房间。请这边走好吗？
(88) I’m sorry to disturb you, sir, but we would like to clean the room. May we do it now?
对不起，打扰您了，先生。我们想现在打扫房间，可以吗？
(89) I’m sorry, sir, but could you wait another 20 minutes, please?
对不起，先生， 但您能再等20分钟吗？
(90) Could you bring me some more towels, please?
你能不能再给我拿几条毛巾来？
(91) Yes, madam. I’ll bring them to your room at once.
好的，夫人，我马上给您送来。
(92) The hotel provides free shoe shining service for its guests.
酒店为住店客人提供免费擦鞋服务。
(93) I’m terribly sorry. I do wish we had known it earlier.
非常对不起。要是我们早点知道就好了。
(94) There’s something wrong with the toilet.
抽水马桶出毛病了。
(95) I’ll inform the Engineering Department right now.
我马上就通知工程部。
(96) Good evening, sir. Your laundry is ready. Would you see if they are all right?
晚上好，先生。您送洗的衣服洗好了，请您查看一下是否满意？
(97) Please sign on the laundry list, madam.
小姐，主须送洗衣服单上签字。
(98) Pardon, madam. I’m afraid I don’t follow.
请原谅，太太，我没有听明白您说什么。
(99) May I know her nationality, British or American?
我可以知道她的国籍吗，英国人还是美国人？
(100) When did you lose it?
您什么时候丢失的？
(101) Can you give us details of your…?
请您详细描述一下您的……好吗？
(102) We’ll try everything we can to look for it for you.
我们将尽一切可能替您寻找失物。
(103) I’m sorry to hear that. Shall we search the room once again?
听到这件事我深表遗憾，我们在房间里找一遍好吗？
(104) I’m sorry to hear that. I’ll ask a repairman to come to your room at once.
很抱歉听您这么说。我马上叫修理工到您房间来。
餐饮部
(105) Sit down, please. Here is the menu. May I take your order, sir?
请坐，给您菜单。先生，您要点菜吗？
(106) Would you like to have coffee or tea?
您要喝咖啡还是茶？
(107) Would you like to have some wine with your dinner?
您用餐时需要喝点酒吗？
(108) Service hours are: 7:00-9:00a.m.for breakfast…
餐厅供应时间是：早上7点到9点…
(109) Here is the bill. Please sign it.
这是您的帐单，请签字。
(110) What time would you like your table?
您什么时候来用餐。
(111) Would you like to sit by the window?
请问您是否喜欢坐在*窗的位子？
(112) May I suggest that you wait in the bar?
我建议您去酒吧等候，好吗？
(113) Here is your Beggar’s Chicken.
您的叫化子鸡来了。
(114) That’s all for your dishes. If you want anything else, just call me. Please enjoy yourself.
您的菜上齐了。如果您还要什么，请叫我。祝您就餐愉快。
(115) I do apologize for giving you the wrong soup.
我上错汤了，真抱歉。
(116) How do you like the fish cooked this way?
您觉得鱼这样烧怎么样？
(117) The buffet is over there, please help yourself.
自助餐在那边，请随意了取用。
(118) How would you like your eggs?
您喜欢鸡蛋怎样烧？
(119) Our buffet serves rich Chinese and Western food and also various kinds of salads, cakes and fruit.
自助餐厅食品丰富，有中式食品、西式食品，还有各式色拉、糕点和水果。
(120) Room service. Can I help you?
送餐服务。有什么事要我们办吗？
(121) I’m terribly sorry, sir. There is a mistake on the bill.
太对不起了，先生。帐单上出了一点错。
(122) Please feel free to contact us if you have any questions or request.
如果有什么问题或要求，请即与我们联系，不必客气。
(123) There are several ways of paying for the drinks.
饮料费的收付方法有几种。
(124) The exchange rate today is … for… RMB.
今天的兑换率是…兑换…人民币。
(125) I’ll need your signature and room number.
我需要您的签名和您的房号。
销售用语
(126) What kind of rooms(food) would you like to have ? 您需要什么样的房间(菜) ？
(127) Here is a brochure of our hotel . 这是介绍我们酒店的小册子。
(128) We’ll give you a 10%(ten percent ) discount . 我们给您九折优惠。
(129) We’ll offer tour guides complimentary breakfasts . 我们给陪同提供免费早餐。
(130) We accept your terms . 我们接受您的条件。
公关用语
(131) May I introduce myself ? 让我介绍我自己。
(132) May I present you a little souvenir ? 请接受我们的一点小纪念品。
(133) Let’s drink to our friendship ! 为我们的友谊干杯。
(134) Let’s propose a toast to the health of our guests !建议为在座客人的健康干杯。
(135) Cheers ! 干杯！
征求意见用语
(136) How do you like Chinese food ? 您喜欢中国菜吗？
(137) What do you think of our service ? 您对我们的服务有什么意见？
(138) Thank you for your comments(compliment , suggestions).
谢谢您给我们提的意见(赞扬、建议) 。
(139) I’m afraid it’s against the hotel’s regulations . 这是违反饭店的规章制度。
(140) In our hotel we don’t accept tips . 我们饭店是不收小费的。
It’s our pleasure to serve our guests well. 我们为客人服务好感到高兴。
Thank you all the same . 然而，还是要谢谢您。
(141) I’m afraid you’ll have to pay for the damage . 您必须赔偿。
(142) Thank you for telling us about it . 谢谢您告诉我们。
I’ll look into the matter right away . 我马上去处理这事。
(143) I assure you it won’t happen again . 我保证此类事不会再发生。
(144) Please don’t worry ,sir (madam) . 先生(夫人) ，请不必担忧。
I’ll send someone up to your room right away . 我马上派人到您的房间去。
(145) I can’t guarantee anything ,but I’ll try my best . 我不能保证，但我会尽力而为。
商场用语
(146) What can I show you? 您要买什么？
(147) How do you like fashion(color , size , design)? 您喜欢这种款式(颜色、尺寸、图案) 吗？
(148) The extra large size of this color is out of stock .
这种颜色的特大号已经卖完了。
Please try us again tomorrow . 请明天再来看看。
(149) They are altogether 175(one hundred and seventy-five) yuan RMB. You may pay in cash or with credit card . 共计175元人民币。您可以付现
Please pay at the cashier’s . 金也可以用信用卡。请到帐台付款。
(150) You have made a good choice . 您真会买东西。
you have very good taste .
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你能不能再给我拿几条毛巾来? (91) Yes, madam. I’ll bring them to your room at once. 好的,夫人,我马上给您送来。 (92) The hotel provides free shoe shining service for its guests. 酒店为住店客人提供免费擦鞋服务。 (93) I’m terribly sorry. I do wish we had known it earlier. ...
