1、物业管理英语口语应用物业管理英语口语应用 课件目录一、前台基本待客英语二、物业服务常用英语短句三、物业词汇四、物业管理情景英语 1、空调维修 2、照明设施问题 3、乘电梯问题 4、报修问题 5、噪音困扰问题 6、杂物堆放问题 一、前台基本待客英语一、前台基本待客英语1、自己要做什么事时，就是用、自己要做什么事时，就是用May I.?May I have your name,please?请问尊姓大名？May I have your check-out time,please?请问您什么时候结账离开？May I see your passport,please?请让我看下您的护照好吗？May I
2、 know your nationality,please?请问您的国籍是什么？一、前台基本待客英语一、前台基本待客英语 2.麻烦客人是可使用麻烦客人是可使用Could you.?Could you fill out the form,please?请您填写这张表好吗？Could you write that down,please?请您写下来好吗？Could you hold the line,please?请不要挂电话好吗？3.询问客人的喜好或是做什么时，可使用询问客人的喜好或是做什么时，可使用Would you.?Would you like tea or coffee?请问您要喝茶还是
3、咖啡？一、前台基本待客英语一、前台基本待客英语Would you like to take a taxi?请问您要搭计程车吗？Would you mind sitting here?请问您介意坐在这里吗？只要在疑问词后加只要在疑问词后加would like.就可以提出大部分的询就可以提出大部分的询问。问。When would you like to visit The Sun Island?请问您想要何时参观太阳岛？When would you like to have lunch？请问您想何时用餐？一、前台基本待客英语一、前台基本待客英语Who would you like to conta
4、ct?请问您想和谁联络？Which kind of room would you prefer?请问您喜欢哪一种房间？How would you like to settle your bill?请问您的账单如何处理？How long would you like to stay?请问您要逗留多久？一、前台基本待客英语一、前台基本待客英语How many tickets would you like to buy?Shall I.Would you like me to do.?Shall I draw the curtains?Shall I draw you a map?一、前台基本待客英
5、语一、前台基本待客英语Shall I make the reservation for you?请问要我为您安排预约吗？（二）招呼语（二）招呼语Good morning.早上好！Good afternoon.下午好！Good evening.晚上好！在这些招呼语的后面接句子：Good morning,sir.Are you checking-out?早上好，先生。您要退房吗？一、前台基本待客英语一、前台基本待客英语 Good afternoon,sir.Welcome to science and technology building.下午好，先生。欢迎来到科技大厦。Good evening
6、,Mrs.May I help you?晚上好，夫人。请问我能为您服务吗？后面可接上自己部门的名称。Good morning,sir.This is the Front Desk.May I help you?早上好，先生。这里是服务台，请问您需要服务吗？（三）回答（三）回答一、前台基本待客英语一、前台基本待客英语1.1.一般性的回答一般性的回答I see,sir.I see,sir.我明白了先生。我明白了先生。Certainly,sir.Certainly,sir.好的，先生。好的，先生。Just a moment,please.Just a moment,please.请稍等。请稍等。Th
7、ank you for your waiting.Thank you for your waiting.您久等了先生。您久等了先生。一、前台基本待客英语一、前台基本待客英语Im very sorry to have kept you waiting.很抱歉让您久等了。Could you wait a little longer,please?请您稍后好吗？要麻烦客人或拒绝客人要求时：Im afraid I cant do that.不好意思，我恐怕没办法那样做。Excuse me,sir.Please let me pass.不好意思，先生。请让我过一下。如果是自己的错就说：Im sorry.
8、如果是公司的错就说：Were sorry.一、前台基本待客英语一、前台基本待客英语Im very sorry for the delay.很抱歉延误了时间。Im very sorry for the inconvenience.很抱歉造成您的不便。I would like to apologize for the mistake.对于这个错误我深表歉意。客人对自己说Thank you时，回答：You are welcome.不客气。一、前台基本待客英语一、前台基本待客英语交给客人某东西时可以说：Here you are.给你。Here is your room key.给你钥匙。Here it
9、 is.这就是您的东西。当客人准备离开时，可以说：Have a nice day.一、前台基本待客英语一、前台基本待客英语祝您有美好的一天。We hope to see you again soon.希望不久能再加到你。Thank you for staying with us.谢谢光临。当客人的英语难以理解时，可以说：Pardon?=Pardon me?=I beg your pardon?对不起，请再说一遍。Could you repeat that,please.请您重复一遍好吗？二、物业服务常用英语短句二、物业服务常用英语短句1.please wait a moment.I will
10、put you through right now.请稍等，我马上帮你转接2Im sorry,there is no answer.对不起，电话 没人接，3.Im sorry,the line is busy.对不起，电话占线。4Would you like to leave a message?你需要留言吗？二、物业服务常用英语短句二、物业服务常用英语短句5.Would you like to call back later?你过一会儿再打来好吗？6Maybe the line is bad,I will send somebody to check it.可能线路有点问题，我叫人去查一下7
11、Thanks for telling us,we will try our best to improve our service.非常感谢你告诉我们，我们会尽力提高我们的服务质量。8Please accept my apologies,I will do with it right now,and give a reply to you.二、物业服务常用英语短句二、物业服务常用英语短句请接受我的歉意，我马上去处理，然后给你一个答复。9Im very sorry to hear that,I will report it to our manager and give you a reply
12、soon.听到这消息我很遗憾，我会报告我们的经理，然后给你一个答复。10Yea,I see.是的，我明白了。11It takes about five minutes.这大概需要5分钟的时间12Sir/Madam,I will come a minute later.先生/女士，我过一会就来 二、物业服务常用英语短句二、物业服务常用英语短句13Sir/Madam,sorry to keep you waiting.不好意思，先生/女士，让你久等了。14 I will do that for you right now,sir.先生，我现在就帮你处理。15If there is somethin
13、g I can help,please let me know.如果有什么需要我帮忙的，请告诉我。16Please tell me your apartment number,I will send a repairman to you right now.请告诉我你的房间号码，我马上叫维修人员过去。二、物业服务常用英语短句二、物业服务常用英语短句17I will send a repairman to check it at once.我马上叫维修人员过来检查。18I am sorry,according to our apartment policy we can not do that.
14、please forgive us.很抱歉，根据公寓的制度，我不能那样做，请你谅解。19This is the introduction to our apartment.这本是我们公寓的简介 20Here is a brochure explaining apartment services.这里有本介绍公寓各项服务的册子。21May I know your name?你能告诉我你的名字吗？二、物业服务常用英语短句二、物业服务常用英语短句22Just a moment,I will take a taxi for you.请你稍等，我帮你叫辆出租车23Please dont smoke he
15、re.请不要在这里抽烟24If theres anything you need,just call service center.如果你有什么需要，请打电话到服务中心。25Congratulations!祝贺你！（恭喜）三、物业词汇三、物业词汇1.property management 物业管理2.trade 行业mercial building 商业大厦4.residential building 住宅楼5.personal property 动产6.multi-functional facility 多功能设施7.cash 现金8.shopping center 购物中心9.hotel
16、lobby 宾馆大厅10.check in 登记入住11.registration card 登记卡12.credit card 信用卡13.receipt 收据14.luggage 行李三、物业词汇三、物业词汇15.business scope 业务范围16.management personnel 管理人才17.image 形象18.customer priority 顾客第一19.skyscraper 摩天大楼20.water supply 供水21.power supply 供电22.lighting 照明23.air-conditioning 空调24.elevator(lift)电
17、梯25.escalator 自动扶梯26.cleaning facilities 清洁设施27.recreational facilities 娱乐设施28.transport facility 运输设施三、物业词汇三、物业词汇29.fire-fighting equipment 消防设施munication facility 通信设施31.tip 建议；提示32.security 安全munity 社区34.bus line 公共汽车线路35.cheque 支票36.neighborhood 邻里37.residential estate 住宅小区38.carpark 停车场39.cover
18、ed stadium 室内体育馆40.body-building 健身41.private houses 私人住房42.water tower 水塔43.gas company 煤气公司三、物业词汇三、物业词汇44.swimming pool 游泳池45.badminton field 羽毛球场46.public utilities/services 公用设施47.design 设计48.construction 建造49.earlier involvement 前期参与50.smooth operation 正常运转51.resident 居民52.operating charges 管理经
19、费53.funds 资金54.benefit 好处55.housekeeper 管家56.measure 衡量三、物业词汇三、物业词汇57.design 设计58.construction 建造59.earlier involvement 前期参与60.smooth operation 正常运转61.resident 居民62.operating charges 管理经费63.funds 资金64.benefit 好处65.housekeeper 管家66.measure 衡量67.procedure 手续68.(in)convenience(不)方便69.superintendent 保安三
20、、物业词汇三、物业词汇70.management office 管理处71.expert 专家72.(microwave)cooker(微波)炉73.handle procedures 办手续74.handbook 手册75.client 客户76.electrical appliances（家用）电器77.counsel 咨询78.maintenance 维修四、物业管理情景英语1、空调维修 夏季到来持续的高温天气让大家都酷暑难耐。又是一个炎热的下午，张小姐打电话到客服中心，客服小王接听了电话。小王：您好，客服中心，请问有什么能帮你吗?Wang:Good afternoon，what can
21、 I do for you?张小姐:你好，我是12楼XXX公司的行政主管。我们办公室的空调好 像出问题了，你们能帮忙看一看吗？Miss Zhang:Hello,this is the Admin Supervisor from XXX Company on 12th floor.The air conditioner of our office doesnt work.Could you come to check?四、物业管理情景英语小王：好的，我们马上就到。Wang：No problem,well come soon小王：张小姐，进入夏季空调经常运行，长期的工作导致过滤网集聚大量的灰尘，我
22、们会定期给空调进行过滤网清洗，有需要的话可以联系我们。Wang：Miss Zhang,there are a lot of dust after long time workWe can help to do the regular cleaning,so just let us know if you need the help张小姐：好的，非常感谢你们！Miss Zhang：It sounds greatThank you so much for your help小王：不客气!Wang：You are welcome!四、物业管理情景英语2.照明设施问题小陈：早上好，吴先生，很高兴见到您
23、!Chen：Good morningMrWuGlad to see you吴先生：早上好，小陈。MrWu：Good morning，Chen小陈：请问有什么能帮你的吗?Chen：What Can I do for you?吴先生：最近和邻居聊天时，大家都提到休闲区东侧路灯照明设施的问题。休闲区是大家平时放松休闲的地方，大家都喜欢下班之后在这里放松一下，如果能安装一定的照明设施，这将为住户带来很大的方便。四、物业管理情景英语MrWu：Recently,we are talking about the problem of the road lamp on the east of the leis
24、ure area.The leisure area is a place for us to relax，and we like to come here after our workIf there are some road lamps，it will bring lots of convenience for the residents小陈：近期我们也正打算在休闲区内安装路灯，我们已经把这一情况上报给了有关领导，待报告成功审批之后，我们马上就可以安装。Chen：We are planning to install the road lamps for leisure area recen
25、tly,and have reported to our leaders，after approved，we will install them at once四、物业管理情景英语吴先生：好的，真是非常让人期待呢。我相信大家知道这个消息都会非常高兴。谢谢你们!MrWu：okIm looking forward to itI believe everyone will be happy hearing the news，thank you小陈：不客气!Chen：You are welcome!3.乘电梯问题小张：早上好，请问有什么能帮您吗?Zhang：Good morning,can I hel
26、p you?四、物业管理情景英语Cindy：早上好，最近公司里很多同事都在讨论早上上班高峰时段乘电梯难的问题。写字楼是个上班族密集的地方，上班高峰时段，大家都为了避免迟到而赶着到公司，造成了乘电梯难的问题。你们能不能采取一些有效的疏导措施解决这个问题呢?Cindy：Good morningRecently,we are talking about the difficult problem of the elevator during the peak timeOffice building is a place where office worker crowded,every mornin
27、g everyone rush to avoid being late to the company,it leads hard to take the elevatorCan you do something for that?小张：这几天我们也陆续收到有客户反映这个问题，现正准备在下星期实行相关措施。Zhang：We have also received some complaints about this，and we will carry out the relative plan四、物业管理情景英语Cindy：那太好了!能说明一下具体会是怎样执行的吗?Cindy：Thats grea
28、t!Can you tell me the plan in detail?小张：在上下班电梯使用高峰期上午8：009：30，下午5：306：30将进行单，双号楼层管理，从而提高高峰期电梯系统的运行效率。Zhang：The elevator will be managed by single and double floor Noduring the peak time(8：00am-9：30am and 5：30pm-6：30pm)So the elevator system can be operated efficiently Cindy：这听起来不错，相信这个措施实施之后会有很大的改善。
29、谢谢你们!Cindy：It sounds good!I believe it will bring great improvement.Thank you!四、物业管理情景英语小张：不客气!Zhang：Youre welcome4.报修问题林丽：您好，请问有什么能帮到您?Linli：Hello,what can I do for you?Mary：您好，我是A栋201房的Mary。我家洗手间的天花板在向下漏水，麻烦您安排维修工过来看看好吗?Mary：Hi,I am Mary，the tenant of 201,block A.There is water dropping from the c
30、eiling in my toilet，would you please send somebody to help?林丽：好的，我马上就到。四、物业管理情景英语 Linli：Ok，We will come soonMary：嗨，你们好，请进。Mary：Hi,come in Please林丽：您好，Mary，我们要先检查一下漏水的原因。Linli：Hi,MaryWe are going to find out the reason first维修工：Mary，我刚才检查过了，漏水水管是楼上业主洗手间的排水管，因为水管老化而导致了渗水。Maintenance worker：The water p
31、ipe upstairs is leaking，maybe its too old，which caused the dripping Mary：那应该怎样处理呢?Mary：Oh I seeWhat can we do about this?四、物业管理情景英语林丽：这个排水管是楼上业主专用的所以损坏后也应由其负责维修。我们会帮您联系楼上的业主并进行沟通，尽快处理好漏水问题。进展情况随后电话通知你。Linli：The problem is caused by your neighbor living upstairs，therefore the repairs should be done b
32、y themWe will contact them immediately and give you a reply as soon as possible Mary：好的，谢谢。Mary：Ok,thanks林丽：不客气。Linli：Youre welcome.四、物业管理情景英语 5.噪音干扰问题林丽：你好!请问有什么需要帮忙的吗?Lin Li：Hello!This is Lin Li speakingCan I help you?Mary：你好!小林，我是A栋201的Mary。上个月，我家楼上的业主将房出租给了几个年轻人。最近这几天的晚上十一点钟，楼上经常发出很大声音严重影响了我的起居生
33、活。Mary：Hello!This is Mary from Room 201，Building ALast month，the owner upstairs rented his house to some young peopleRecentlyOn eleven oclock at night，there were great noises upstairs，and this greatly impacts my daily life.林丽：好的。我们会尽快上门进行协调，提醒住户注意，避免干扰他人的正常生活。同时，我们会与业主取得联系一并进行协调。四、物业管理情景英语 Lin Li：Al
34、l rightWe will visit these young neighbors soon,and tell them not to disturb other peoples normal lifeWe will also contact the owner to solve this problemMary：那太好啦!可是如果采取这些措施仍不起作用。该怎么办?Mary：Great!But what shalll do if these measures dont work?林丽：如在我们的提醒和沟通都不见成效的情况下，您可以到城管部门投诉解决。Lin Li：If all these m
35、easures dont work,you can lodge a complaint to urban management departmentsMary：我知道了，谢谢你!Mary：0h l seeThanks a lot!林丽：不客气。Lin Li：You are welcome 四、物业管理情景英语6.杂物堆放小林：您好，MARY！你在忙什么呢？Lin:Hello,Mary!What are you doing?MARY：哦，这几天我一直在做大扫除，我想让家变个样子。您找我有事么？Mary:Oh,I have been doing clean-up these days,I want
36、 to change the appearance of my home.What can I do for you?小林：走廊里堆放的物品是您的吧？Lin:Do the things in the corridor belong to you?MARY：是的。Mary:Yes.Whats wrong?四、物业管理情景英语小林：很抱歉，那里属于公共走廊通道，摆放物品会影响业主的出入，也影响环境的整洁。而且作为发生紧急情况时的安全通道，必须保持时刻畅通。所以要请您把东西移走。Lin:I am sorry,Since this is public corridor,placing objects
37、there will affect other owners access and neatness of the environment.Futhermore,as an emergency exit,we must remain it unblocked all the time.Could you remove them away?MARY：对不起，之前我没想这么多。因为东西太多，我想暂时就近放一下，打算清扫完成后再搬进来。Mary:Oh,I am sorry,I have not considered that before.Therere too many things to cle
38、an up,I have to put them outside for a while,and I planned to move it back after cleaning.四、物业管理情景英语小林：如果需要，我们可以帮您找个地方暂时存放，清扫完再取回。Lin:We can help you find a place to store them temporarily if you need,and you can get it back after your clean-up.MARY：那当然好，你们真是太好啦。谢谢！Mary:Thats great.Its very kind of you.Thank you!小林：不客气。也感谢您对我们工作的理解和配合。Lin:You are welcome.We are also very thankful for your understanding and cooperation.谢谢大家学习心得学习心得：对话是提高口语能力最有效的方法，所以应该抓住一切机会和讲英语的人士对话。假如找不到和你进行对话的合适人选，你可以采取以下几种方法：第一、模拟。第二、朗读。第三、复述。第四，背诵。最后需要注重的是：模拟、朗读和复述时要大声、响亮。机会只给有准备的人！
