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1、 2011年10月28日目 录CONTENTSHotel Departments 酒店部门4Courtesy English基本礼貌用语5问候语 Greeting5欢迎语Welcome5答谢语 Thanks5道歉语 Apologies6征询和问答Asking & Answers7提醒用语 Notice8电话用语 Calling8指路用语Giving directions8前厅服务Front Office Service9关键词语Key words9基本句型 Basic Sentence11预订服务11接待服务12收银服务13礼宾服务15商务中心服务16总机服务17情景对话 Situationa
2、l Dialogues18A. Room reservation18B. Registration20C. Depositing bags21D. Business Center22练习对话 Practice23练习情景-Check in入住23练习情景- Check out退房24练习情景-Bellmans service 行李服务25练习情景-Business center 商务服务25练习情景- operator 总机服务26餐饮服务Food & Beverage Service27关键词语Key words27基本句型 Basic Sentence31中餐厅服务31西餐厅服务38情景对
3、话 Situational Dialogues43A. Reservation43B. Showing seats45C. Wine Orders46练习对话 Practice47练习情景- Take orders 点菜服务47练习情景- In the bar 酒吧服务48练习情景- Room service 送餐服务49练习情景- Presenting the bill 结账服务49Hotel Departments 酒店部门General Managers Department 总经理办公室Executive Office 行政办Sales & Marketing Department 市
4、场营销部Financial Department 财务部Entertainment Department 娱乐部Recreation Department康体部Food & Beverage Department 餐饮部Rooms Department房务部Human Resources Department人力资源部Engineering Department 工程部Operator总机房 Front Office Reception前厅接待Concierge礼宾部Housekeeping管家部 Reservation预订部 Business Center商务中心Information问讯
5、Cloak-room 衣帽间Laundry service洗衣房 Chinese Food Restaurant 中餐厅Western Food Restaurant 西餐厅Multifunctional Hall 多功能厅Bar 酒吧Coffee House 咖啡厅Room Service 送餐服务Staff Restaurant/canteen 员工餐厅Bakery Room 面包房Grill Room 扒房Pastry Cook，s shop 饼屋Stewarding 管事部 Bowling Alley 保龄球场Golf 高尔夫Gymnasium 健身房Sauna 桑拿房Recreati
6、on Room 棋牌室Beauty salon 美容美发Courtesy English基本礼貌用语问候语 Greeting您好。How do you do.您好吗？How are you?见到您真高兴。Nice to meet you.早上（下午、晚上）好。Good morning, (afternoon, evening).欢迎语Welcome欢迎光临美林湖温泉大酒店。Welcome to Mayland Resort Hotel.欢迎入住我们酒店。Welcome to stay in our hotel.欢迎您来这里用餐。Welcome to have your meals here.希
7、望您住店愉快。Hope youll enjoy your staying here.欢迎您到我们餐厅来。Welcome to our restaurant.答谢语 Thanks非常感谢。Thank you very much.感谢您的到来。Thanks for your coming.多谢。Thanks a lot.您太客气了。Its very kind of you.您的心地真好。Thank you for your kindness.感谢您的建议。Thank you for your suggestion.感谢您的合作。Thank you for your cooperation.感谢您入
8、住我们酒店。Thank you for staying our hotel.感谢您的夸奖。Thank you for your praise.我真不知道要怎样感谢您才好。I dont know how I can thank you enough.我真是感谢您。I do appreciate your help.花费您宝贵的时间了。I appreciate your precious time.一点也不。Not at all.不客气。You are welcome.道歉语 Apologies对不起。Im sorry.劳驾。Excuse me.对不起,这是我的错。Im sorry, its my
9、 fault.抱歉让您久等了。Sorry to have kept you waiting.抱歉打扰您了。Sorry to disturb you.抱歉打扰你了。Sorry to interrupt you.对此我很抱歉。Im very sorry to this.我为此道歉。I apologize for this.抱歉占用您一些时间。I am sorry to take a few minute of your time. 对不起,我没明白您的意思，我马上请我们经理过来。Im sorry, I dont understand. Ill get the manager.抱歉给您添麻烦了。Im
10、 sorry to have given you so much trouble.我为我刚才所说的话道歉。I apologize for what Ive said just now.给您带来的不便我们表示抱歉。We are sorry for the inconvenience.没关系。Thats all right.算了吧。Lets forget it.对不起，我马上就办。Im sorry, I will do it right away.听到这件事我很抱歉。Im sorry to hear that.征询和问答Asking & Answers我能帮你吗？May I help you?我能
11、为你做什么？What can I do for you.我有什么能为你做的？Anything I can do for you?这样可以吗？Is that all right.我为您登记时请您坐下好吗？Would you please take a seat while I check it for you.是的，当然。Yes, of course.明白了。I see.我马上把它取过来。Ill get it at once.这是我的荣幸。My pleasure.很乐意为您效劳。Im at your service.恐怕不行。Im afraid not.请稍等，电梯马上就到了。Just a mo
12、ment, the elevator will be here.服务员马上就到。The waiter will be with you in a minute.没问题。Thats no problem.还需要点别的吗？Anything else, sir?让我来帮您一下吧。Let me give you a hand.我可以进来吗？May I come in.?您先走，先生。After you, sir.坐这里可以吗？Would you like to sit here?您要去哪里，先生。Where are you going, sir?我领你去房间，好吗？Shall I show you y
13、our room?能告诉我您的名字吗？May I have your name?给您。Here you are.提醒用语 Notice请走好。Mind your step.请小心。Please be careful.别担心。Dont worry.放心好了。Take it easy.请稍等。Just a moment, please.电话用语 Calling早上好，*部门，我能帮你吗？Good morning, * Department. May I help you?您需要留口讯吗？Would you like to leave a message?您能再说一遍吗？I beg your par
14、don?对不起，线路正忙，要不您晚点再打来？Im sorry, the line is busy. Will you call later?请不要挂断，我将为您接通。Hold the line, please. Ill put you through.请稍等，我叫他接听电话。Just a moment, Ill get him at once.我将向他转达这个意思。Ill pass the message to him.先生，线路已经接通。The line is through, sir.指路用语Giving directionsGo straight ahead, sir(madam).请笔
15、直走，先生/女士。This way, please.这边请。Turn left (right) at the first corner.在第一个拐口左转（右转）。Please use the elevator there, sir/madam.在那边用电梯，先生/小姐。Please go down to the lobby here, madam/sir.请从这边下去到大堂，小姐/先生。Its on the second (third) floor.在二（三）楼。Sorry, Im not sure. If youll wait a minute. Ill be glad to find ou
16、t for you.抱歉，我不能肯定，如果您等几分钟，我很乐意为您查清楚10.I will take you there, sir/madam.我带您去，先生/女士。前厅服务Front Office Service一、关键词语Key wordsLobby大堂Emergency exit紧急出口Safety boxes保险箱Presidential suite总统套房Single room单人间Double room双人房Deluxe suite豪华套房Standard room标准间Check-in登记入住Check-out退房Registration form登记卡Room charge房价
17、Service charge服务费Discount折扣Identification身份证Operator总机Elevator电梯Deposit定金Passport护照Tariff房价表Baggage/luggage行李Face south朝南Trolley cart行李车Special rate优惠价Arrival time到达时间Department time离开时间Flight number航班号Message 留言Envelope信封Receipt收据Cheque支票Breakfast voucher早餐券Credit card信用卡Morning call叫醒服务Suitcase箱子H
18、andbag手提包Valuable贵重物品Breakable易碎的Full name全名Fill in填写Nationality国籍Departure date离店日期Signature签名Passport护照Receipt收据Fine罚金Sundry fee杂费Bill账单Invoice发票Mis-check算账出错Overpay多付Currency货币Airmail航空邮寄Ordinary bill普通邮寄Registered mail挂号信Charge to the room挂账Free of charge免费Exchange rate兑换率Hotel policy酒店的规定Expres
19、s快件Deposit压金Off-season淡季Peak-season旺季Arrival list来客单Telephone directory电话号码本A long distance长途电话二、基本句型 Basic Sentence预订服务Good morning. This is Room reservation. May I help you? 早上好，客房预订处，我能为您做什么？What kind of room would you like to reserve?您想订哪种类型的房间?For which dates do you want to book the rooms?您想订哪几
20、天的房间呢？What time will you be arriving? 您将在何时到达？May I know your name? 您能告诉我您的名字吗？How long will you be staying? 您将要住多久？Id like to confirm your reservation.我要确认一下您的预订。Ill check the room availability.我查查客房预订情况。You should pay a deposit of US$1000 beforehand.您应预期付100美元的定金。There is a 10 per cent discount.10
21、%的折扣。接待服务What kind of room would you be prefer?您要什么样的房间？Have you got a booking?您预订了吗？A double room costs 890 Yuan per night . 双人房的房价是每晚890元。Breakfast is also included.早餐也包括在内。May I see your passport? 我能看一下您的护照吗？Could you fill in this form, please? 请您填一下这张登记表好吗？This is your room card and room key?这是您
22、的房卡和房间钥匙。Could you sign your name, please?请您签一下名，好吗？If you leave after 6：00 p.m, youll have to pay the full account.晚上六点以后退房,按全天收费计算.Youll have to register individually, please.请你们分开登记。How would you like to pay, sir, in cash or by credit card ?先生，请问您是用现金付款还是用信用卡付账？I feel terribly sorry. This is the
23、busiest season and all kinds of rooms are fully booked.非常抱歉，这个季节人多，各种房间都订满了。Do you know which unit is responsible for the reception?您知道您是由哪个单位负责接待的吗？Could you keep your room key until you check out?请您在住宿期间自己保管钥匙，直到结账离开。收银服务Here is your bill. Its 2000 Yuan in all.这是您的账单。总共2000元。How would you like to
24、pay, sir, in cash or by credit card?先生，请问您是用现金付款还是用信用卡付账？Please check it and sign here.请核对一下，在这里签个字。I will write out a receipt for you.我给您开一张收据。May I check the details for you, please?我能为您核对账单上的详细内容吗？Do you have any charges for this morning?您今天是否挂账使用酒店的服务?Well have to charge you $10 extra.我们要向您额外收10
25、美元。Did you make any phone calls from room, sir?先生，您从房间打过电话吗？Excuse me, sir, but I dont think that will be enough.先生，对不起，我认为钱数不够。I am sorry, sir, there has been an error in your bill .Please wait a minute while I correct it.对不起，先生，您的账单算错了。请稍候，我马上把它改过来。Is your baggage down yet, sir? Could you check ou
26、t after your baggage have been brought down, please?先生，您的行李拿下来了吗？能请您在行李拿下来后再结账吗？Sorry, your credit card has been stopped paying. According to the regulations of bank, it must be cancelled.对不起,您的信用卡已经止付。根据银行规定要取消。礼宾服务May I take your luggage for you?我来帮您拿行李，好吗？Just a moment, please. Ill bring a luggag
27、e cart.请稍等一下，我去推一辆行李车来。Dont worry, sir. Your luggage will be sent up at once.先生，别担心，您的行李很快就会送上去的。When you check out, please call number 5 and well help you with your luggage immediately.如果您要离店，请打电话5，我们会马上帮您运送行李的。How many pieces of luggage do you have?请问您有几件行李？Two suitcases and one bag. Is that right
28、?两只箱子和一个包，对吗？Ill show you to the Front Desk. This way please.让我带您去总台，请走这边。Is there anything valuable or breakable in your bag?您包里有贵重或易碎物品吗？May I have your room key, please?请把您房间的钥匙给我好吗？When you return to the hotel, please show this hotel card to the taxi driver.当您要返回酒店时，请向出租车司机出示一下酒店名片。According to
29、regulation, we dont accept food , combustible , valuable and breakable objects.根据规定，食品、易燃品、贵重物品和易碎品都不给予保管。Is this the correct number of bags?您的行李数目对吗？商务中心服务The letter can go for 1.60 Yuan这封信要1.60元邮资.I think Id better look it up.我想我需要查一下价钱.Heres a form. Please print the name and address of the person
30、 youre sending to.这里有张表格. 请您将收信(款)人的姓名和地址用印刷体写上.If its urgent, we can send it by express.如果是急信, 我们可以寄快件.Sorry, this printed matter is overweight.很抱歉, 这件印刷品超重了.What sort of stamp do you want to buy?您想买哪种邮票?We charge each page * yuan for typing and * yuan for fax to U.S.A. plus 15% service charge.打印费每
31、页*元, 发传真到美国每页*元, 外加15%服务费.As soon as your fax comes in, well inform you at once.您的传真一到, 我们马上会通知您.Could you please write your name and room number and sign the billing voucher? Well send your original copy to your room after we have faxed them.请您写下您的姓名和房间号码并在账单上签字, 好吗?我们发出传真后会将您的原文送到您的房间去的.总机服务Maylan
32、d Resort hotel, May I help you?美林湖温泉大酒店，能为您服务吗？Just wait a moment and Ill connect you.请等一下，我替您接通。Please press 0 and then the area code and the number.请先拨7，再拨区号和电话号码。May I take a message for you?我帮您传个口信好吗？They arent answering.没有人接听。Which extension?什么分机号码？Dont hang up, please.请勿挂断。Sorry, the line is b
33、usy.对不起，线路忙。Hold in, please. Ill put through to the information desk.请别挂电话，我给您接问讯处。三、情景对话 Situational DialoguesA. Room reservationReservationist：接待员Guest： 客人R：Mayland Resort Hotel, Can I help you?G： I am calling from Paris. Id like to reserve a room in your hotel.R： What kind or room would you like,
34、 sir? We have single rooms, double rooms, suites etc,G： A suite, please!R： Which date would that be?G： From October 15th, and for three nightsR： Ok, sir. Could you hold the line, please? Ill check our room availability for those days.Thank you for waiting, sir .Your room is confirmed. Would you like
35、 breakfast?G： Yes, of course.R： Can you give me your name please, sir.G： George BrownR： Mr. Brown. May I have your phone number please?G： Yes, the number is 0031-321-2345R： What time do you expert to arrive. Mr. Brown?G： Oh, around 6 p.m. I SupposeR： Mr., Brown. Id like to confirm your reservation.
36、A suite room for three nights from October 15th to 17th, the phone number 00331-321-2345.Am I right?G： Yes, thank you R： You are welcome. We look forward to serving you.A,预订客房预订员：您好！美林湖温泉大酒店，预订处，我能为您服务吗？客人：我从巴黎打电话过来，想在你们酒店订一个房间。员： 先生，请问您想要什么样的房间呢？我们这里有单人间、双人间、套间等等。客：一个套间。员：请问您哪天要这个房间？客：从10月15日开始，一共3
37、天。员：好的，先生。请稍等，为您查一下那几天的预订情况，谢谢，让您久等了。您的房间已经定好了，您需要早餐吗？客：当然。员：请告诉我您的姓名，好吗？客：乔治布朗。员：布朗先生，请留下您的电话号码，好吗？客：好的，是00331-321-2345员：布朗先生，我确认一下您的预订。您定了一个套间，从10月15日至17日，共三晚，您的电话号码是00331-321-2345。对吗？客：是的，谢谢。员：别客气。我们期待为您服务。B. RegistrationClerk： 员工Guest： 客人C： Good afternoon. Welcome to Mayland Resort Hotel .May I
38、help you, sir?G： Yes, Id like to check-in, please.C： Certainly, Sir. May I have your name, please?G： Yes, its George Brown.C： Do you have a reservation with us, Mr. Brown?G： Yes.C： Just a moment, please. Ill check our reservation recordthank you for waiting, Mr. Brown Your reservation is for a suite
39、 for three nights. Could you fill out the registrations card, please?G： Ok, thank you.C： How would you like to make payment, Mr. Brown?G： By credit card.C： May I take a print of the card, please? Thank you, Mr. Brown. Your room is 3706 on the 37 floor. Just a moment please. A bellboy will show you t
40、o your room. I hope you will enjoy your stay.B，登记入住职员：下午好，欢迎光临美林湖温泉大酒店。我能为您服务吗？先生？客人：是的，我想办理入住登记手续。员：当然可以，先生，请问您的姓名？客：乔治布朗。员：请问您预订了吗？布朗先生？客：是的。员：请稍等，我查一下预订单谢谢您的等待，布朗先生。您预订的是一个套间，共3个晚上，请填一下登记单，好吗？客：好的，谢谢。员：请问您将以何种方式付款。客：用信用卡。员：让我复印一下您的信用卡，好吗？谢谢您，布朗先生，您的房间在37层，房号是3706。请稍等一下，行李员会带您去您的房间的。希望您住得愉快。C. Dep
41、ositing bagsBellman： 行李生Guest： 客人G： Id like to leave these with you.B： Certainly, sir. How many pieces?G： Five in all.B： Is there anything valuable or breakable in your bags?G： No,B： Thank you.G： When dose the cloakroom close?B： The cloakroom is open until 9p.m. Here are the name tags.G： Thank you,
42、goodbye.B： Goodbye,C 寄存行李客人：我想把这些东西存放在您这儿。行李员：当然可以先生，请问有几件？客：一共有五件。员：在您的行李中有没有贵重或易碎物品呢？客：没有。员：谢谢。客：你们这儿什么时间关门？员：我们这个行李寄存处营业到晚上9点。给您行李牌。客：谢谢，再见，员：再见。D. Business CenterClerk：员工Guest： 客人C： Good morning. Business Center, May I help you?G： Good morning. This is Henry Bellow calling from Room 3904.Would y
43、ou mind giving me some information on your services?C： Certainly, Mr.Bellow. We have a lot of facilities to offer secretary service for our business guest,G： I have some documents to be typed at the moment and I hope they will be ready before 3：00p.m.today.C： How many pages are they in all?G： It wil
44、l be about 20 pages.C： Well, its rather a tough job, but well try our best, Mr. Bellow.G： Good, Id really appreciate it if it could be arranged,D 商务中心职员：早上好，商务中心。我能为您服务吗？客人：早上好，我是3904房的哈瑞比朗，我能问一下服务情况吗？员：当然可以，比朗先生。我们有很多设施为商务客人提供秘书服务。客：我现在有些文件想打印，希望在今天3点之前能完成。员：共有几页？客：大约20页。员：有些困难，但我们会尽力的，比朗先生。客：好的，我希
45、望完成。四、练习对话 Practice练习情景-Check in入住Clerk：员工Guest： 客人C： Good afternoon, sir. Welcome to our hotel. May I help you?G： Yes. I booked a room one week ago.C： May I have your name please, sir?G： John Smith.C： Just a moment, sir. We do have a reservation for you, Mr. Smith. A city view single room with bath. Youve paid 1685 Yuan RMB as a deposit. Is that correct?G： Thats it.C： Would you please fill in this registration card, sir?G： Sure. Here you are. I think Ive filled in everything correctly.C： Let me see Name, address, nat
