✈ NETCHAI HOSPITALITY CHINESE

Phrases for Tricky Moments应急表达

LESSON
45

01Scene

You didn't catch what the guest said, or you can't answer right away… This lesson gives you the softening phrases for exactly those moments. Once you can say "excuse me," "one moment, please," and "could you say that again?", you can handle any situation calmly.

02Service Phrases

不好意思bùhǎoyìsi。

Excuse me / sorry (light apology or getting attention).

很hěn抱歉bàoqiàn。

We're very sorry.

没méi关系guānxi。

That's all right / no problem.

请qǐng稍shāo等děng。

One moment, please.

请qǐng再zài说shuō一yí遍biàn。

Could you say that again, please?

我wǒ没méi听tīng清楚qīngchu。

I'm sorry, I didn't catch that.

我wǒ去qù确认quèrèn一下yíxià。

Let me go and check for you.

03Dialogue

SCENE　When you didn't catch what was said

顾客gùkèCustomer

请问qǐngwèn，洗手间xǐshǒujiān在zài哪儿nǎr？

店员diànyuánStaff

不好意思bùhǎoyìsi，请qǐng再zài说shuō一yí遍biàn。

顾客gùkèCustomer

洗手间xǐshǒujiān在zài哪儿nǎr？

店员diànyuánStaff

在zài那边nàbiān，我wǒ带dài您nín去qù。

04Key Words

不好意思bùhǎoyìsiexcuse me / sorry (Lesson 28, review)

抱歉bàoqiànto feel sorry, to apologize

没关系méi guānxiit's all right, no problem

稍等shāo děngto wait a moment (Lesson 41, review)

带dàito take (someone) along; to carry

护照hùzhàopassport

05Today's Grammar Point

Today's Grammar Point

Choosing the right apology or softening phrase

Chinese has several words that all translate as "sorry," and each fits a different situation. They are easy to mix up, so let's sort them out.

不好意思

bùhǎoyìsi (light apology or attention-getter — "excuse me")

对不起

duìbuqǐ (a clear, direct apology — "I'm sorry")

很抱歉

hěn bàoqiàn (a more formal apology — ideal for customer service)

没关系

méi guānxi (the reply — "that's all right")

Note: For getting attention or a light apology, use 不好意思. To apologize for a clear mistake, use 对不起／很抱歉. To respond to someone else's apology, use 没关系.

Service tip: When you didn't catch something, say 不好意思，请再说一遍. When you can't answer right away, say 请稍等，我去问一下. Stay calm and take your time.

06Practice

When you don't catch what a guest says, practice saying "不好意思bùhǎoyìsi，请qǐng再zài说shuō一yí遍biàn."
Practice choosing between 不好意思／对不起／很抱歉／没关系 to match the situation.
For times when you can't answer right away, practice "请qǐng稍shāo等děng，我wǒ去qù问wèn一yí下xià."

07Reference Translation

Dialogue — Reference Translation

CustomerExcuse me, where is the restroom?

StaffI'm sorry, could you say that again, please?

CustomerWhere is the restroom?

StaffIt's over there — let me show you the way.

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