旅游服務(wù)禮儀情景劇本(英漢對照)25組.doc

旅游服務(wù)禮儀情景劇本（英漢對照）25組ContentsSituation Play 1客房預(yù)定 Room Reservation 1Situation Play 2在前臺入住登記 At the Front DeskChecking in 3Situation Play 3 客房用餐服務(wù) Room Service 5Situation Play 4整理房間 Making up the Room 7Situation Play 5 洗衣服務(wù) Laundry Service 9Situation Play 6 處理投訴 Handling Complaints 11Situation Play 7 賠償損失 Paying for the Damage 13 Situation Play 8 緊急服務(wù) Emergency Service 16Situation Play 9 餐廳預(yù)訂 Restaurant Reservation 19Situation Play 10點 單 Taking Orders 22Situation Play 11在酒吧 At the Bar 25Situation Play 12會議室預(yù)定Reserving the Meeting Room 27 Situation Play 13結(jié) 帳 A t the Cashiers 29 Situation Play 14訂 票 Booking Tickets 33 Situation Play 15接 機 Meeting the Tourist Group at the Airport 35Situation Play 16交 通 Transportation 37Situation Play 17商討旅游行程 Discuss the Itinerary 39Situation Play 18游覽黃山 Climbing Mount Huangshan 41 Situation Play 19參觀長城 Visiting the Great Wall 43Situation Play 20參觀兵馬俑 Visiting the Terra Cotta Warriors and Horses 46 Situation Play 21游覽紫禁城 Visiting the Forbidden City 48 Situation Play 22購買紀念品 Shopping for the Souvenirs 51 Situation Play 23在銀行 At the Bank 53 Situation Play 24辦理海關(guān)手續(xù) The Customs Formalities 56 Situation Play 25歡送客人Seeing the Guests off 58 Situation Play 1客房預(yù)定Billy (B)打電話預(yù)訂房間，前臺服務(wù)員Ann(A) 接聽電話。A：早上好，假日酒店，我能為您做些什么？B：我可以預(yù)訂一個房間嗎？A：請問您需要幾間房，何時入?。緽：三間房，我們從5月6號住到5月9號共三晚。A：您需要什么樣的房間？B：兩個標準間和一間套房。A：對不起，現(xiàn)在是旅游旺季，套房已經(jīng)全部預(yù)訂出去了。B： 那就三個標準間吧。請問房價是多少？A：一共130美元加上百分之十五的服務(wù)費和稅金。B：好的，請為我訂這些房間，我是肯.詹森先生。請問您能提供接機服務(wù)嗎？A: 當(dāng)然，請告訴我您的航班號及抵達時間。B：886號航班，3月6號早晨6：30。A：我們期待您的光臨。譯文：Room Reservation(Billy is calling to make a room reservation. Receptionist Ann is answering the call .) A: Good morning, Holiday Inn. Can I help you?B: Can I make a room reservation? A: May I know how may room you need and when you need them?B: Three rooms for three nights. Well arrive on May 6th and depart on May 9th .A: What type of room would you prefer?B: I just want two standard rooms and a suite. A： Sorry, for it is peak season, all the suites are fully booked.B: In this way, three standard rooms are just O.K. And whats the room rate?A: Its 130 US dollars plus 15% service charge and tax.B: Fine, please book the rooms for me. Im Mr. Ken Johnson.By the way, would you please offer an airport pick-up service?A: Of course, please tell me your flight number and arrival time.B: Flight NO.886. 6:30 p.m, May 6th.A: Ive written down. We are looking forward to welcoming you.Situation Play 2在前臺入住登記一個客人(G)走進接待處辦理入店手續(xù)，接待員(R)提供幫助。R：歡迎來到天堂酒店。我能幫您做些什么？G：我要住店。R：先生，您有預(yù)定嗎？G：沒有。我想要一個標準間，從6月6日到6月9日。R：請您填寫這張入住登記表，并出示您的身份證。G：好，在這兒。R：請您預(yù)付300美金的押金。G：信用卡可以嗎？R：可以。這是您的收據(jù)與鑰匙。您房間的號碼是708。是否需要找人幫你把行李送到房間嗎？G：不用了，謝謝。我自己可以。R：如果您需要其他服務(wù)，請直接撥“11”號到前臺。祝您愉快！譯文：At the Front DeskChecking in (A guest is checking in, and the receptionist is offering help.) R: Welcome to Paradise Hotel. Can I help you?G: I want to check in.R: Do you have a reservation, Sir?G: No. I need a standard room from June 6th to June 9th.R: Would you please fill out this registration form and show me your ID card?G: Yes, here it is.R: Then may I ask for a deposit of $ 300?G: Do you accept Visa credit card?R: Yes, we do. This is your receipt and your key. Your room number is 708. Do you need somebody to help you send your luggage to your room?G: No, I can manage it on my own. Thanks.R: Should you need any assistance, please dial11 to Front Desk. Have a pleasant day.Situation Play 3客房用餐服務(wù)Mr. White(W)正在向客房服務(wù)員(R)咨詢客房用餐服務(wù)。W：明天我想在房間吃早餐，你們能將它送來嗎？R：當(dāng)然了，我們的酒店可以提供非常好的客房用餐服務(wù)。W：那太好。我們什么時間，用什么方式訂早餐呢？R：這是掛在門把手上的菜單，您可以在上面選擇您喜歡的食品，記下用餐時間，在您今晚睡覺之前掛到門外就可以了。W：還有方式使用這種服務(wù)嗎？R：是的，先生。 打電話，撥 “6”鍵給送餐部直接訂餐。W：順便問一下，用餐后盤子怎樣處理？R：請把他們放在房間外，我們會來收拾的。W：明白了，謝謝。 譯文：Room Service (Mr. White is talking with the room attendant, inquiring about room service.) W: Id like to have our breakfast in bed tomorrow. Could you bring it here?R: Of course. Our hotel provides very good room service, sir.W: Very good. How and when should we order our breakfast?R: This is your door knob menu. You may choose the items you prefer, mark down the time and hang it outside your door before you go to bed tonight.W: is there any other way to have room service?R: Yes, sir. Just dial 6 to call the room service section directly to order your meals.W: By the way, what should I do with the dishes when we finish eating?R: Please leave them outside your room, well come to collect them.W: I see, thank you.Situation Play 4整理房間客房服務(wù)員(H)敲門，詢問客人(G)是否可以清理房間。H：早上好，史密斯先生。您何時想讓我為您整理房間？G：現(xiàn)在我在等朋友，我們將一起去參加10：30的校友會。您可以一小時之后來。H：很抱歉打擾您。你們外出后我再來打掃房間。G：好吧。但是現(xiàn)在您把起居室先打掃一下怎么樣？亂七八糟的。H：當(dāng)然可以，先生。（一小時之后）H：打擾了，我現(xiàn)在能收拾房間嗎？G：我想這會兒您早該把房間收拾好了?？斓轿顼垥r間了。H：很對不起，先生。今天早上有間離客房，我得先打掃這兩間.按照慣例退房要盡快準備好出租。G：我明白了.但是午飯后我有一位客人要來,恐怕你沒有足夠的時間來打掃。H：沒問題,在你吃午飯那會兒工夫，我能完成。譯文：Making up the Room (The housemaid knocks at the door of the guest and asks if she can clean the room.) H: Good morning, Mr. Smith. When would you like me to do your room?G: Well, Im waiting for some friends and will go out for a alumni reunion at 10:30. So you can come back about an hour later.H: Sorry to disturb you. Then Ill do the cleaning up when you are out.G: Ok. But how about tidying up a bit in the sitting room? Its quite a mess. H: Certainly, sir.(An hour later) H: Excuse me, can I do your room now?G: I think you should have done it by now. its nearly lunch time. H: Im sorry, madam. This morning there are two check-out rooms, so I did them first. As a rule, check-out rooms have to be ready for sale as soon as possible.G: I see. But I have a visitor after lunch. I doubt if there is enough time for the cleaning.H: No, problem. I can finish it while you are taking your lunch.Situation Play 5洗衣服務(wù)一位客人(G)想洗衣服，他給洗衣部(L)打電話詢問該項服務(wù)。G：您可以找人上來把我要洗的衣服送走嗎？908房間。L：當(dāng)然可以，幾分鐘后以為男服務(wù)員會上來。G：我有一件真絲裙子，我很擔(dān)心在洗的過程中它會褪色。L：我們會干洗這條裙子，這樣它就不會褪色了。G：太好了，我什么時候能拿回我的衣服？L：您需要加快服務(wù)還是當(dāng)天服務(wù)？G：價格有什么不同嗎？L：如果是加快的話我們要另外收取50%的手續(xù)費，但它只需要5小時。G：當(dāng)天服務(wù)需要多長時間？L：今天晚上六點之前會完成。G：那就加快服務(wù)吧。L：我們的服務(wù)員在門外，您可以隨便問他。如果您想得到進一步的信息請參考洗衣服務(wù)單。譯文：Laundry Service (The guest is calling the Laundry Department.) G: Could you send someone up for my laundry, please? Room 908.L: Certainly. A valet will be up in a few minutes.G: Good. I also have a silk dress which I dont think is color fast. Will the color run in the wash?L: We will dry-clean the dress. Then the color wont run. G: Thats fine. When can I have my laundry back? L: Would you like our express service or same-day service?G: Whats the difference in price?. L: We charge 50% more for express, but it only takes 5 hours.G： How about the same-day service?L: Your clothes will be delivered before 6:00 this evening.G: I have the express then. L: Our valet is at the door. Please feel free to ask him. Also, please refer to your laundry list for further information. Have a nice day.Situation Play 6處理投訴Nancy Knight (K)15分鐘之前入住，她很吃驚房間如此雜亂。她要求向經(jīng)理(M)投訴。M：太太，你有什么問題？K：我要住的是酒店不是牛棚。我沒見過比這更惡心的房間了。M：這個房間沒打掃嗎？K：當(dāng)然沒有。這浴室亂成一團，沒有香皂，沒有毛巾，也沒有手紙。M：我非常抱歉。對于給您帶來的不便，我深表歉意。我會處理的。請稍等，我馬上就回來。（一段時間后）M：太太，看來前廳與客房部在溝通上出現(xiàn)問題。他們已經(jīng)答應(yīng)給您安排一個完全符合標準的房間。K：越快越好。M：他們馬上會到您房間就此事向您道歉。十分對不起。譯文：Handling Complaints (Nancy Knight Checked into her room 15 minutes ago. She was surprised to find that the room is in such a mess. She asks to see the manager.) M: Whats the trouble, Madam?K: I ask for hotel accommodation, not a cowshed. Ive never seen anything more disgusting. M: The room hasnt been cleaned then?K: Of course not. The bathroom is in a total mess. There is no soap, no towels, not even toilet paper.M: Im extremely sorry to hear that. We do apologize for the inconvenience. Ill look into the matter and Ill be back in a minute. ( After a while)M: Well, Madam, there seems to have been a communication-break-down between the front office and the housekeeping department. They have promised to give you a room that is fully up to standard. K: The sooner, the better.M: Theyll be there in a minute. Sorry about the trouble.Situation Play 7賠償損失一位客人(G)的朋友昨晚醇酒鬧事，他正在向服務(wù)員(C)說明此事并表示賠償。C：早上好，大衛(wèi)先生。我能幫你嗎？G：早上好。昨天晚上，昨天晚上我有兩個朋友來我這兒給我慶祝生日，但是他們喝多了。C：太糟糕了。我希望沒出什么事。G：不，很糟糕。經(jīng)理在嗎？我想我必須告訴他發(fā)生了什么事。C：對不起，大衛(wèi)先生。我們的經(jīng)理剛才出去了。你能告訴我發(fā)生什么了？G：當(dāng)然。我們喝酒時，我接到一個非常重要的電話，有人在樓下等著要見我。所以我出去一會兒。等我回來時，他們打碎了玻璃，梳妝臺上的鏡子，還有床頭燈。我想他們打架了。C：不用擔(dān)心 。我想我應(yīng)該叫修理員到你的房間修理窗戶，再找人打掃房間。G：好的，非常感謝。C：不用謝。我會立即告訴維修部與客房部。但是恐怕你得賠償損失。G：當(dāng)然,這正是我想做的。對此，我深表歉意。C：我們理解。譯文：Paying for the Damage (A guest is explaining to a clerk about the damage made by his two friends who drank too much last night.) Clerk : Good morning , Mr. Davis . May I help you ?Guest: Good morning , I hope you can . Last night , I had two friends coming into my room to celebrate my birthday , but they drank too much .Clerk : Oh , thats too bad . It was nothing serious , I hope .Guest : Well , it was serious enough . Is your manager here ? I think I must tell him what happened .Clerk : Im sorry , Mr. Davis . Our manager has just gone out for the moment . Can you tell me what happened ?Guest : Yes . When we were drinking , I received an important telephone call . Someone was downstairs waiting to see me . So I went out for a moment . When I came back , they had broken a window , a mirror above the dresser , and a lamp beside the bed . I guess they had a fight .Clerk : Well , dont worry about it . I think I ought to call a repairman to go to your room to fix the window and get someone to clean the room .Guest : Yes , please . And thank you very much .Clerk: Youre welcome. Ill tell the maintenance and house-keeping departments immediately . But Im afraid youll have to pay for the damage .Guest : Oh , yes , of course . Thats what I expected . And Im really sorry about this .Clerk : Well , we understand .Situation Play 8緊急服務(wù)Wilson 先生生病了，他的妻子(W)向服務(wù)員(H)描述病癥并要一些藥。W：我的丈夫有胃病。H：非常遺憾。我能為你干些什么？我們需要送他到醫(yī)院嗎？W：不，我想沒那么嚴重，至少現(xiàn)在是這樣。你能拿一些藥嗎？H：當(dāng)然，我馬上就回來。(幾分鐘之后，服務(wù)員帶著藥上來敲門。)W：請進。H：這有3種治胃病的藥。你用我?guī)湍阕x一下說明嗎？W：我可以自己來，謝謝。(深夜)H：你好，客房部。W：你好，我是1606號房間的簡威爾遜。H：威爾孫先生好點嗎？W：更嚴重了。他發(fā)高燒，還吐。我想我們最好送他到醫(yī)院進行全身檢查。H：不要擔(dān)心，我馬上給醫(yī)院打電話，備好車我就上來。譯文：Emergency Service (A guest, Mr. Wilson, gets sick. His wife , Mr. Wilson, talks to the housemaid about his symptoms and asks for some medicine.)W : My husband has a stomachache.H : Im sorry to hear that. What can I do for you? Shall we send him to the hospital?W : No, I dont think it is that serious, at least now. can you get him some medicine?H : Certainly. Ill be back in a few minutes.( A few minutes later, the housemaid comes up with medicine, and knocks at the door)W : Come on in, please.H : Here are three kinds of simple medicines for stomachache. Would you like me to read the instructions to you.W : I can do I myself, thank you.( Then, at mid-night)H : Hello, Housekeeping department?W : Hello, its Jane Wilson in Room 1606. H: Is Mr. Wilson getting any better?W: No, he is getting worse. He has a temperature and keeps vomiting as well. I think wed better send him to the hospital for a general check-up. H: How terrible. But dont worry. Ill ring the hotel right now and go up after I get the car ready.Situation Play 9餐廳預(yù)訂一位客人(G)正在打電話預(yù)訂餐廳，餐廳服務(wù)員(W)接預(yù)訂W：早上好，這里是西餐廳，我是May。有什么可以幫您的？G：請問你們餐館今晚幾點營業(yè)？W：我們24小時營業(yè)。G：我想預(yù)訂一個兩人的桌子。W：當(dāng)然可以。你想要什么樣的桌子？有什么要求嗎？G：我想在包房里預(yù)定一張靠窗戶的。W：您幾點鐘需要？G：今天晚上7點左右。W：您的名字和房間號是多少？G：福特，住在819號房。W：謝謝，你想在吸煙區(qū)還是無煙區(qū)？W：無煙區(qū)。G：好的，讓我再說一遍，819房間的福特先生7點鐘需要一張兩人桌，在無煙區(qū)，對嗎？W：對，謝謝你。G：感謝您的預(yù)定，福特先生，我們期待您的光臨。譯文：Restaurant Reservation (A guest is calling to make a reservation . The Restaurant Waitress is taking the reservation .)W : Good morning . Caf Restaurant , May speaking. How may I help you?G : Can you tell me what time your restaurant opens this evening ?W : We are open 24 hours a day , madam .G : Can I book a table for two , please ?W: Of course. I wonder what kind of table you prefer. Do you have some requirements?G: A table in a private room , by the window.W : May I know what time you need it ?G : Around 7 oclock tonight .W : May I know your name and your room number , please ?G : My name is Jane Ford . I live in Room 819 . W: Thank you. Do you prefer the smoking section or non-smoking section ?G : Non-smoking section .W : All right , let me repeat your reservation . A table for two in non-smoking section at 7 p.m. for Ms Jane Ford in Room 81 , is that correct ?G : Thats right . Thank you .W : Thanks for your reservation , Ms Ford . We are looking forward to seeing you at 7 PM .Situation Play 10點 單兩位客人(G1、G2)向侍應(yīng)生(W)招手并示意他來拿點菜單。W：我現(xiàn)在可以點菜嗎，先生？G1：好的，請吧。W：請問您想用點什么？G1：我想要一份意粉與蔬菜沙拉。W：您呢，先生？G2：我要烤牛肉配土豆泥。W：牛排幾成熟？G2：我不喜歡太生的，要全熟。W：好的。你想喝點什么？G2：紅酒。G1：太好了，我也喜歡紅酒。你們有布根第酒？W：有。G2：來一瓶。請讓你們的調(diào)酒師幫我們選吧。W：沒問題。還想點些其它的嗎？G1：不，夠了。你呢？G2：不要別的了。W：謝謝。讓我重復(fù)一下你們點的菜，你們要了一份意粉和蔬菜沙拉，一份烤牛肉配土豆泥，一瓶布根第酒，對嗎？G2：對。W：你們想吃甜點嗎？G1：你們有草莓嗎？W：對不起，我們沒有。G1：蘋果派呢？W：我得到操作間去問一問。要上邊帶奶油的嗎？G2：好吧。W：那么就要蘋果餡餅，你們的菜很快就好。謝謝您點菜。祝你用餐愉快。譯文：Taking Orders(Two guests (G1 , G2) waved to the waitress (W) and signaled her to take their order.)W : May I take your order now , sir ?G1 : Yes , please .W : What would you like to have ?G1 : I think I will have the spaghetti and a vegetable salad .W : What about you , sir ?G2 : Id like to order roast beef with mashed potatoes .W : How would you like your beef prepared ?G2 : I dont like it rare . I like it well-done .W : All right . May I know what you would like to drink ?G2 : Red wine ?G1 : Great ! I like red wine . Do you have Burgundy wine ?W : Yes , we have .G2 : We will have that . Please ask your bar tender to choose a nice one for us .W : No problem . Anything else youre going to order ?G1 : No . Thats all . And you ?G2 : Nothing else .W : Thank you . Let me repeat your order . You ordered one spaghetti and a vegetable salad with French dressing , one roast beef with mashed potatoes , one bottle of burgundy red wine . Is that right ?G2 : Right .W : Would you like to have some dessert ?G1 : Do you have strawberries ?W : Sorry , we dont have any left .G1 : How about apple tarts ?W : Ill ask in the kitchen . Would you like it with whipped cream ?G2 : Yes , please .W : So apple tarts with whipped cream . Your order will be ready soon . Thank you for your order . Enjoy your meal . Situation Play 11在酒吧John (J)和Sue(S)在酒吧，他們選擇一個好位置開始討論喝什么。J：我們一起喝一杯吧，邁克？S：好的。J：你想在哪兒坐？S：我想坐在鋼琴旁邊，那樣我就能看到音樂演奏了。你想來點什么？J：我想來點威士忌，加蘇打水。S：威士忌濃度太高了，我想要點清淡的，啤酒吧。J：你不會喝酒對吧。S：不，我會喝濃度較低的酒。J：好的，我想來杯Red Label，你呢？S：我想試試Carlsberg。J：正合我意，順便問一下，你喜歡哪種啤酒。S：我喜歡本地啤酒，不喜歡雞尾酒。J：我也一樣。譯文：At the Bar(John and Sue are at the bar. They choose a good place to sit and discuss what they like to drink)J : Lets have a drink together, Sue?S : All right. J: Where would you like to sit?S: I want to sit by the piano so that I can watch the musician play. What will you have?J : Ill have a whisky with soda water.S : Whisky is too strong for me. I want something lighter. I think beer will do.J : you are not a good drinker, are you?S : No, I can only take light drinks.J : Okay. Then Ill have a Red Label. How about you?S : Ill try a Carlsberg.J : Thats after my thought. By the way, which kind of beer would you like?S : I prefer local beer and dont like cocktail.J : The same to me.Situation Play 12會議室預(yù)定Ann (A)正在和Bill (B)商量預(yù)定一間會議室。A：早上好，我能為你做些什么？B：我們想舉行一個商務(wù)會議，你能為我們找一個房間嗎？A：當(dāng)然，多少人？B：10人。A：我們有一個會議室可以容納20人。B：太好了，多少錢？A：每小時90元人民幣，沒有最低消費。你想預(yù)定嗎？B：是的。A：請問您貴姓？B：布拉克先生。A：你需要用多長時間？B：明天早10點開始，但我不知道什么時候結(jié)束。A：沒問題，您可以隨便使用。B：謝謝。A：不用謝，祝你愉快。譯文一：Reserving the Meeting Room(Ann is discussing with Bill about reserving a meeting room。)A : Good morning. May I help you?B : Yes. Would you please find a room for our business meeting?A: Certainly, sir. How many people do you have?B: TenA : Fine. We have a conference room which can seat up to 20 people.B :Thats great. What about the charge?A : Its 90 yuan RMB per hour. There is no minimum charge. Do you want to book it ?B : Yes, I think so.A : May I have your name?B : Mr. Black.B : How long will you be using the room?A :Well start at 10:00 tomorrow morning but Im not sure when well finish.B : No problem. The room will be at your disposal then.A: Thank you.B: My pleasure. Have a nice day.Situation Play 13結(jié) 帳一位客人(G)想退房，他正在收銀臺(C)結(jié)帳。C：早上好，先生，有什么可以幫助您的？G：我想退房。C：您是1202房間的馬克布斯頓先生,對嗎?G：是的,今天下午我要離店，所以我想現(xiàn)在結(jié)帳 。C：讓我算一算，請稍等，先生。G：好的。C：這是你的賬單，你想核對一下嗎？G：當(dāng)然。（核對過程中）G：對不起，我想你弄錯了?？峙虏粦?yīng)該會消費這么多錢。您能解釋一下嗎？C：好的。300美金是4宿的房費；200美金是早飯與軟飲料的錢；30美金是賠償您損壞的臺燈錢