50+ mẫu câu tiếng Anh tham khảo cho lễ tân, buồng phòng và nhà hàng

Bài viết tổng hợp hơn 50 mẫu câu tiếng Anh giao tiếp cho người đi làm trong ngành khách sạn – nhà hàng. Đây là các câu gợi ý để tham khảo — hãy điều chỉnh theo quy định và dịch vụ thực tế của nơi bạn làm việc.

Một gợi ý khi phản hồi khách: ghi nhận điều khách nói, nêu hướng giải quyết, và cho khách biết bước tiếp theo.

1. Check-in – 8 mẫu câu

• Good afternoon and welcome to [Hotel Name]. May I have your family name, please?
• I have your reservation right here – a Deluxe room for two nights, is that correct?
• May I see your passport for a quick copy? I'll return it to you in just a moment.
• Your room is on the 7th floor. Breakfast is served from 6:30 to 10:00 at our restaurant on the ground floor.
• Here is your key card. The green light means the door is unlocked.
• Would you like a wake-up call tomorrow morning?
• If you need anything at all, please dial 0 for the front desk – we're available 24 hours.
• Enjoy your stay with us, Mr./Ms. [Name].

2. Check-out – 6 mẫu câu

• Good morning. Checking out today? May I have your room number, please?
• Here is your folio. Would you like me to walk you through the charges?
• How would you like to settle the bill – card or cash?
• Would you like me to arrange a taxi to the airport?
• May I ask how your stay was with us?
• Thank you for staying with us. We hope to welcome you back very soon.

3. Xử lý phàn nàn – công thức LAST (Listen – Apologise – Solve – Thank)

Dưới đây là 8 mẫu câu tham khảo khi khách chưa hài lòng. Mọi đề xuất bồi thường hay nâng hạng cần theo đúng chính sách của khách sạn.

• I completely understand how frustrating that must be.
• I'm so sorry for the inconvenience this has caused you.
• Let me look into this right away and find the best solution for you.
• Would it be acceptable if we [offer a specific solution] within the next 15 minutes?
• I'll personally follow up and update you before 3:00 PM.
• Thank you so much for bringing this to our attention.
• As a token of our apology, please allow us to [upgrade / offer complimentary...].
• Is there anything else I can do to make your stay more comfortable?

4. Chỉ đường và gợi ý địa điểm

• The elevator is just around the corner on your left.
• The market is about a 10-minute walk – would you like me to mark it on the map for you?
• Are you in the mood for local cuisine or something more international tonight?
• I highly recommend [Restaurant] – it's popular with our guests and only 5 minutes by taxi.
• Would you like me to make a reservation for you?

5. Nhà hàng – F&B service

• Good evening. Do you have a reservation with us tonight?
• May I recommend our chef's special this evening?
• How would you like your steak – rare, medium, or well done?
• Is everything to your liking so far?
• Would you care for any dessert or coffee to finish?
• Here is your bill whenever you're ready.

6. Housekeeping – buồng phòng

• Housekeeping. May I come in to service your room?
• I'll come back in about 30 minutes if that's more convenient for you.
• Would you like fresh towels or extra pillows?
• I've placed the 'Do Not Disturb' sign as you requested.
• Your laundry will be returned by 6:00 PM this evening.

7. Gọi điện – phone etiquette

• Good morning, front desk, [Your Name] speaking. How may I assist you?
• May I put you on hold for a moment while I check that for you?
• Thank you for waiting. I have the information you need.
• Would you like me to transfer you to our reservations team?
• Is there anything else I can help you with before you go?

8. Phục vụ khách VIP và tình huống nhạy cảm

• It's a pleasure to welcome you back, Mr./Ms. [Name].
• We've prepared a small welcome amenity in your suite – I hope you'll enjoy it.
• Please let me know if there is anything specific I can arrange for you during your stay.
• I'll make sure the team is aware of your preferences.
• Your privacy is our top priority – we'll coordinate everything discreetly.

Một cách tự luyện các mẫu câu này

Bạn có thể luyện từng nhóm tình huống: đọc to, tự ghi âm để nghe lại, rồi thử nói với đồng nghiệp. Tốc độ tiến bộ của mỗi người sẽ khác nhau.

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