English about the details of serving, ordering, pouring, and paying the bill in a hotel.

Hotel English Conversation Manual

I. Overview

Conversational English used in hotels is basically business English, which is slightly different from the English used in everyday conversation and is more focused on etiquette. Formal English can often be misinterpreted as extremely difficult English, when in fact, it is sufficient to apply sentences and words in a certain format. For example:

Informal English Formal English

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

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

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

* Instead of OK, Sure, Yeah, etc., say Certainly, Sir.

* Hey, uh-huh, Hang on, etc., are also not appropriate in a hotel.

* Don't say "I don't know." Answering "I don't know" is very rude.

Say "just a moment, please. I'll check that for you." and ask someone who is able to do so to assist.

* For male guests, address them as Sir; for female guests, address them as Ms.

When greeting guests, it is better to say "Excuse me, Sir(Ms)", rather than directly addressing Mr. or Ms. As for addressing children, you can directly use Excuse me, but not boy or girl.

* Look the other person in the eye to show your confidence and sincerity. However, it is important to note that looking into the other person's eyes is not staring at them unreasonably.

* When dealing with expatriates who don't speak the language, be sure to utilize gestures and body language. But be especially careful when using gestures, as they can mean very different things to different countries and nationalities.

II. Basic Hospitality English

(a) In formal English performance, the basic sentence patterns of questions can be divided into the following four categories:

1. May I ~

2. Could you ~

3. Would you ~

With an understanding of these four basic sentence patterns, you can handle most business situations.

1. May I ~

May I have your name, please?

May I have your check-out time, please?

May I see your passport, please?

Can I see your passport, please?

May I know your nationality, please?

What is your nationality?

2. Could you ~

Could you fill out the form, please?

Could you fill out this form, please?

Could you write that down, please?

Could you draft the fax, please?

Could you write that down, please?

Could you hold the line, please?

Don't hang up the phone, please?

Would you ~

Would you like tea or coffee?

Would you like to take a taxi?

Would you mind sitting here?

** Most queries can be made by adding "Would you ~" to the question word.

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 lunch?

Who would you like to contact?

Which kind of room would you prefer?

What kind of room would you like?

How would you like to settle your bill?

How long would you like to stay?

How many tickets would you like to buy?

4. Shall I ~ or would you like me to do ~?

Shall I draw the curtains?

Shall I draw you a map?

Would you like me to do ~?

Shall I make the reservation for you?

(ii) Greetings

Good morning. (used before noon)

Good afternoon. (used between noon and before 6 p.m.

Good evening. (used after 6 p.m.

Follow these greetings with a sentence, e.g.

Good morning, sir.

Good morning, sir. Are you checking-out?

Good morning, sir.

Good afternoon, sir. Welcome to LI JIA Hotel.

Good evening, Ms. May I help you?

This is the Front Desk. May I help you?

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

1. General answers

I see, sir.

Certainly, sir.

Okay, sir.

2. Just a moment, please.

Just a moment, please.

Thank you for waiting.

Just a moment, please.

I am very sorry to have kept you waiting.

Could you wait a little longer, please?

3. To trouble the guest or refuse the guest's request

Refuse the guest, do not say "No.", but be more polite.

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.

4. Apologize

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

I am very sorry for the delay.

I am very sorry for the inconvenience.

I would like to apologize for the mistake.

I am very sorry for the mistake.

5. When a guest says "Thank you."

You are welcome.

Thank you, sir.

Thank you very much.

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

Here you are.

Here is what you asked for.

Here is your room key.

This is your room key.

Here it is.

This is your stuff.

7. When the guest is ready to leave, you can say:

Have a nice day.

Please enjoy your stay

Have a nice day.

We hope to see you again soon.

Thank you 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 the guest's questions. If you don't understand something, ask the guest a question or say "Just a moment, please.

Pardon?

Sorry?

Pardon me?

I beg your pardon?

Could you say that again, please?

Could you repeat that, please?

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

Could you repeat that, please?

Phone English Response

1. Instead of simply answering "Hello", you should give the name of your company or organization. For example:

"Hello, this is Information Desk."

Hello, this is Information Desk.

"Information Desk speaking. May I help you?"

Information Desk, may I help you?

2. Wrong number

If it's a wrong number from an outside line, you can answer:

I am afraid you have the wrong number.

I'm sorry, you have the wrong number.

This is the LI JIA Hotel, 2234-1156.

If it's a wrong number for the main line to transfer to the internal line, you can answer:

This is Room Reservations. 'll transfer your call to Restaurant Reservations.

This is Room Reservations.

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

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

3. When the staff in charge is not available

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

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

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

I am afraid Mr. Hao is on the phone. Could you hold the line, please?

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

May I have your name and phone number, please?

Can I have your name and phone number, please?

4. When the conversation ends

When you end a conversation on the phone, instead of simply saying "bye-bye", it's better to say:

Thank you for calling.

You are welcome, sir.

We look forward to hearing from you.

Please contact me if you have any further questions.

Three. B=Bellman

C=Clerk

H=Housekeeping

BC=Bell Captain

G=Guest

To the Front Desk.

The front desk. Front Desk.

Take the guest to the counter

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

Ms. Welcome to China-trust Hotel.

G: Thank you.

B: How many pieces of luggage do you have?

How many pieces of luggage do you have?

G: Just this three.

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

Two suitcases and one bag.

G: Yes. That's all.

Yeah, 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. I'll put your bags by the post over there.

G: I see, thanks.

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

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

G: OK. Fine.

B: Please enjoy your stay.

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