現(xiàn)代酒店英語實務(wù)教程

1、.現(xiàn)代酒店英語實務(wù)教程現(xiàn)代酒店英語實務(wù)教程 01（客房預(yù)訂）現(xiàn)代酒店英語實務(wù)教程 02（登記入?。┈F(xiàn)代酒店英語實務(wù)教程 03（處理投訴）暫缺現(xiàn)代酒店英語實務(wù)教程 04（結(jié)賬退宿）現(xiàn)代酒店英語實務(wù)教程 05（客房迎賓服務(wù)）現(xiàn)代酒店英語實務(wù)教程 06（客房清理服務(wù)）現(xiàn)代酒店英語實務(wù)教程 07（客房洗衣服務(wù)）現(xiàn)代酒店英語實務(wù)教程 08（客房送餐服務(wù)）現(xiàn)代酒店英語實務(wù)教程 09（客房其他服務(wù)）暫缺現(xiàn)代酒店英語實務(wù)教程 10（處理客房突發(fā)事件）現(xiàn)代酒店英語實務(wù)教程 11（餐廳預(yù)訂服務(wù)）現(xiàn)代酒店英語實務(wù)教程 12（餐廳迎客服務(wù)）現(xiàn)代酒店英語實務(wù)教程 13（點菜服務(wù)）現(xiàn)代酒店英語實務(wù)教程 14（上菜服務(wù)與席

2、間服務(wù)）暫缺現(xiàn)代酒店英語實務(wù)教程 15（酒水服務(wù)）暫缺現(xiàn)代酒店英語實務(wù)教程 16（文秘服務(wù)）暫缺現(xiàn)代酒店英語實務(wù)教程 17（提供信息）暫缺現(xiàn)代酒店英語實務(wù)教程 18（會務(wù)服務(wù)）現(xiàn)代酒店英語實務(wù)教程 19（票務(wù)服務(wù)）現(xiàn)代酒店英語實務(wù)教程 20（電話服務(wù)）暫缺現(xiàn)代酒店英語實務(wù)教程 21（康樂中心服務(wù)）暫缺現(xiàn)代酒店英語實務(wù)教程 22（寄存服務(wù)）=現(xiàn)代酒店英語實務(wù)教程 01（客房預(yù)訂）Room Reservation八.經(jīng)典對話-Good morning! Room reservations, may I help you-Yes, I'd like to reserve a room.-Th

3、ank you, sir. For which date and how many person will there be in your party-From April,16th to 20th. Just my wife and myself.-From April, 16th to 20th. And which kind of room would you prefer, sir-A twin, please.-Could you hold the line please. I will check our room availability. Thank you for wait

4、ing sir. We have a twin room at 180 dollars per night. Would that be all right-Ok, I'll take it.-Thank you, sir. May I have your name and phone number, please-Sure, my name is Aron Johnson. My phone number is 32425827.-Mr. Aron Johnson. Phone number is 32425827. Excuse me, how do you spell your

5、first name-It's double A-r-o-n.-Double A-r-o-n. Thank you Mr. Johnson. May I know your arrival time on April, 16th.-Around 9pm.-Mr. Johnson. For the unguaranteed reservation, we can only hold the room by 6pm. Because it is the peak season now. If you make the guaranteed reservation, we can hold

6、the room overnight. Would you like to make a guaranteed reservation by credit card-Fine, do you accept American express-Yes, may i know the number-It's 134948.-Thank you Mr. Johnson. You've made guaranteed reservation in Guozhou Hotel. From April,16th to 20th for five nights. If you can'

7、t arrive at scheduled. Please inform us before 6pm on April, 16th. Thank you for calling. And we look forward to serving you.九. 常用句型百寶箱1）預(yù)定基本應(yīng)對：1. Do you have one single room for two nights我想訂倆個晚上的單人房一間行嗎？2. Room reservations, can I help you Reservations, can I help you客房預(yù)訂部可以為你效勞嗎？3. I'd like t

8、o reserve a room. 我想訂個房間。4.How many nights do you wish to stay您希望住幾晚？5. How much is the room房租是多少錢？6. Which date will that be要訂在什么時候？7. How many guests will there be in your party您一行有多少人？8. May I know your name May I know your phone number May I know your email能告訴我您的姓名電話和電子郵件嗎？9. How do you spell th

9、at請問怎么拼寫？10. Could you hold the line please. I will check our room availability.請別掛斷好嗎， 我來查一下是否有空房間。11. Thank you for waiting sir Thank you for waiting madam.讓您久等了先生 讓您久等了女士12. I will arrive late but please keep my reservation.我會晚一點到達，請保留我預(yù)定的房間。13. Would you like to make a guaranteed reservation by

10、credit card您愿意用信用卡來擔(dān)保預(yù)定嗎？14. I'd like to confirm your reservation.我想再確認一下您的預(yù)定。2）海外預(yù)定1. May I have your airline and flight number, please請告訴我您搭乘的航空公司和班機號碼號碼？2. We offer free transportation to and from the airport.我們提供免費的機場送迎服務(wù)。3. We have a counter at the airport. Our representative will escort yo

11、u to the car.我們在機場設(shè)有柜臺， 到時將有代表護送您上車。4. Do you know your arrival time at the airport, sir您知道您抵達機場的時間嗎？5. Do you mean local time您指的是當(dāng)?shù)貢r間嗎？6. Where can we contact you in Guangzhou在廣州我們可以經(jīng)由哪個單位和您聯(lián)絡(luò)？7. care of company. The phone number is 可以經(jīng)由某某公司取得聯(lián)絡(luò)，他們的電話號碼是8. We look forward to serving you. Have a saf

12、e trip.我們期待為您服務(wù)。祝您旅途平安。3）對房間和床具的偏好1. What kind of room would you prefer你想要什么樣的房間2. I'd like to reserve a room with the sea view.mountain view.我想訂一間看得到海山的房間3.I'd like a room with a very large bed I'd like a room with a very large balcony.我想要一間有大床的房間我想要一間有陽臺的房間4. Certainly, sir. We will bo

13、ok you into a room with the queen size bedthe king size bed. 好的先生，我們會為您登記一間有大號床的房間 特大號床的房間4）房價和付款事項1. A single room is 80 US dollars per night with ten percent tax and ten percent service charge.單人房每晚80美金外加10%的稅金和10%的服務(wù)費。2.We have a double at 800 Hong kong dollars and 1000 Hong kong dollars availabl

14、e . Which one would you prefer我們有價格在800到1000元港幣的大床間， 您喜歡哪一種呢？3. Does the price include breakfast這個價錢包括早餐嗎？4. I'm afraid we have no credit arrangement with your company. We will need an advance pass by bank drive or in cash before the reservation date.恐怕我們和貴公司沒有信用貸款的協(xié)定，您得在預(yù)定日期之前預(yù)先送來銀行匯票或現(xiàn)金作為定金。5.

15、 We offer special range for your company, sir. For a single room there is 15% discount.我們酒店為貴公司提供特價先生。單人房可以打8.5 折6. Shall we charge this to your company 我們是向貴公司收費嗎？7. Which department of your company should bill be made out to 我們應(yīng)該將賬單送到貴公司的哪個部門？8.Do you accept credit card do you accept traveller'

16、;s check.你們酒店接受信用卡嗎 你們酒店接受旅行支票嗎5)指定的房間沒空缺或酒店客滿1. Im afraid we have no twin room available but we can offer you a double room.我們恐怕沒有多余的雙床間了，但是我們可以給您提供一個大床間。2. I'm afrai we have no swathe available . Would you mind a twin instead我們恐怕沒有多余的套間了， 你建議改定雙床間嗎？3. I'm sorry but we are fully booked thos

17、e days as it is the peak season.很抱歉因為是旺季， 那段時間的客房都被訂光了。4. Is it possible for you to change your reservation date您可不可以改變預(yù)定日期呢？5.This is the businest season. I'm very sorry but could you call this later again this weekend we may have some cancellation.現(xiàn)在是旺季非常抱歉。但是請你這個周末再打電話來好嗎？可能會有人取消預(yù)訂6. Can you

18、book me into another hotel in this area.可不可以在當(dāng)?shù)貫槲翌A(yù)定另一家旅館呢7.We hope to have another opportunity to serve you.我們期待下次能為您效勞。6）確認預(yù)定1. Is this a new reservation or a confirmation call您這個電話是確認預(yù)定還是新的預(yù)定呢？2. Id like to confirm a reservation.我要確認一項預(yù)定。3. Your room is confirmed.您的預(yù)定已經(jīng)得到確認。4. I'm afraid that

19、we have no record of your reservation for that date in your name.恐怕我們沒有您那天預(yù)定的記錄5. Shall I make a reservation for you now我現(xiàn)在為您預(yù)訂好嗎？6. When did you make the reservation您什么時候預(yù)定的7. In whose name was the reservation made這項預(yù)定是用誰的名字訂的7）為客人更改、取消、延長預(yù)定1. I'd like to extend my reservation for one more nigh

20、t.我想將預(yù)定再延長一晚2. We will extend the reservation for you.我們會為您延長預(yù)定的3. I'd like to change a reservation. I'd like to cancel a reservation我要更改一項預(yù)定。 我要取消一項預(yù)定4. Certainly, sir. We will make the change for you.We will make the cancellaton for you.當(dāng)然可以先生。 我們會為您更改預(yù)定 我們會為您取消預(yù)訂。 =現(xiàn)代酒店英語實務(wù)教程 02（登記入?。︰nit

21、 3 Reception 登記入住經(jīng)典對話C=Front Office Clerk 前臺服務(wù)員 G=Guest 顧客C: Good afternoon. Welcome to XX hotel. May I help you?下午好！歡迎光臨XX酒店。能為您效勞嗎？G: Yes, Id like check-in, please.我要登記住宿。C: Certainly, Sir. May I have your name, please?好的，先生。請問大名？G: Im Lawrence Brown.我叫勞倫斯 布朗。C: Do you have reservation with us. Mr

22、. Brown?布朗先生，您預(yù)訂了房間了嗎？G: Yes, from tonight.是的，預(yù)訂了。從今晚開始。C: Just a moment please. Ill check our reservation record. (After a while) Thank you for waiting, Mr. Brown. Your reservation is for a twin from March 5th to 7th for three nights. Is that right?請稍后，我檢查一下預(yù)訂記錄。（過了一會兒）讓您久等了，布朗先生，您預(yù)訂了從3月5日到7日3個晚上的雙

23、床間，是這樣的嗎？G: Exactly.對。C: Could you fill out the registration form, please?請?zhí)顚戇@張登記表好嗎？G: Fine (Fill the form)好的（填寫表格）C: How would you like to make payment?您打算如何付款呢？G: By American Express Card.用美國運通信用卡。C: May I take a print of the card, please?請讓我劃印一下你的卡，好嗎？G: Sure, here you are.好的，給你。C：Thank you, Mr.

24、 Brown. Your room number is 2809. Thats on the 8th floor. A bellman will show you the room. Please enjoy your stay. 謝謝您，布朗先生。您的房間是9樓的2809號房，服務(wù)員會帶您過去，希望您住得愉快。常用句型百寶箱1、 入住基本應(yīng)對1） You can just skip that, and Ill fill it in for you later on.你可以先不填這一項，我待會兒幫您補上。2） Please sign at the bottom on the right han

25、d side.請在右下角簽名3） May I see some identifications?我能看看您的身份證件嗎？4） How would you like to make payment/settle your bill?您打算如何付款呢？5） In cash/By credit card/By travelers check. =現(xiàn)代酒店英語實務(wù)教程 04（結(jié)賬退宿）. 經(jīng)典對話 (C= Cashier G=Guest) C: Good morning, sir. May I help you? G: Yes, Id like to check out. C: Certainly s

26、ir. May I have your room key, please? G: Sure, here it is. C: Just a moment, please. Ill draw up your bill for you. (After a while) C: Mr. Johnson, your bill totals US $520. How would you like to make the payment? G: By credit card. Do you accept Visa? C: Yes, Mr. Johnson. G: Here you are. C: (Print

27、 the card) Could you sign here, please? G: Sure. C: Thank you, Mr. Johnson. Here is your credit card and your receipt. Have a nice trip. . 常用句型百寶箱 1. 結(jié)帳基本應(yīng)對 1）Just a moment, please. The cashier will have your bill ready in a moment. 請稍等，收銀員馬上會準備好您的賬單。 2) I will calculate/draw up the bill for you. 我?guī)?/p>

28、您結(jié)帳單。 3) Thank you for waiting, Mr. X, here is your bill. Would you like check? 讓您久等了，X先生。這是您的賬單，您要核對一下嗎？ 4) Would you like a breakdown of the bill? 您的帳目要細分嗎？ 5) Thats much more than I expected. 那比我預(yù)料中的要超出許多。 6) Shall I explain some items for you? 要我解釋什么收費款項嗎？ 7) If you think there is any error in y

29、our bill, we can check it for you. 如果您認為帳目有錯，我們可以為您核對一下。 8) “L” stands for laundry, and “T” means telephone call charge. L代表洗衣費，T表示電話費。 9) I am afraid it is not enough to cover the amount/ cant cover the amount. 恐怕那不夠付賬。 10) How would you settle the bill/ make payment? 您打算如何付賬呢？ 11) In cash/ By cred

30、it card/ By travels check. 用現(xiàn)金、信用卡、旅行支票付賬。 12) May I have an invoice? 可以給我開張發(fā)票嗎？ 13) Certainly, sir. May I know the name of your company? 當(dāng)然可以，先生。請問貴公司寶號？ 14) Heres your change and receipt/invoice. 這是您的零錢和收據(jù)/發(fā)票。 15) Ill call the bellman to take your baggage down. 我會叫個服務(wù)員給你行李拿下來。 2. 由第三方付款的結(jié)帳退宿 1）You

31、r bill will be paid by XX company./ XX company has arranged to pay your bill. 您的賬單由XX公司支付。 2）Could you make out two separate bills for me? 可以給我分開兩張賬單嗎？ 3) What charges does each bill cover, please? 請問每張賬單博啊闊那些費用？4) One bill covers the room rent and telephone rate. They are paid by our company. 一張賬單包

32、括房租和電話費，這些是由我們公司支付。 5) May I have your signature, please? 請您簽個名，好嗎？ 6) Could you sign your name here, please? 請您在這兒簽名，好嗎？ 7) May I have two of your business cards, please? 8) May I have two of your business cards, please? 請給我兩張您的名片，好嗎？ 3、兌換外幣 1）Id like to change these US dollars into RMB. 我想把這些美元兌換成

33、人民幣。 2）Could you fill out this form, please? 請您填寫這張表格好嗎？ 3）The exchange rate of US dollar to RMB is 100:823, that will give you RMB XX yuan. 美元兌人民幣的匯率是100：823， 那就是要給您xx元人民幣。 4) Would you like it in small or large bills? 您想要小額還是大額的鈔票？ 5) Please keep the receipt, youll have to produce it when you want

34、 to change your money back. 請保管好您的收據(jù)，您要換回錢幣的時候需要出示它。 6) Im afraid that we only offer one-way change. 恐怕我們只提供單向兌換。 7) We have a change limit of US$ XX between 9 p.m. and 8 a.m. 在夜晚9點到早上8點之間，我們有xx美元兌換限額。 8) You may go to the Bank of China to change your money. 您可以到中國銀行去兌換。 9) If we change large amount

35、s, our cash supply runs out and we re unable to oblige our other guests. 如果兌換大額的款項而造成資金短缺，那么我們就無法為其他客人提供服務(wù)了。 10)We hope you can understand. 希望您能諒解。 4、付款時出現(xiàn)問題 1) Im sorry, but we are not allowed to accept personal checks. 對不起，我們不能接受個人支票。 2) Im sorry, but we dont accept personal checks according to th

36、e hotel policy. 對不起，根據(jù)酒店規(guī)定，我們不能接受個人支票。 3) Im afraid this currency is not accepted in our hotel. 我們恐怕不能接受這種貨幣。 4) The figures and the words on the cheque do not agree. 這個數(shù)字和您支票上寫的不相符。 5) The credit card limit set by the Visa Card is US$ 1500. 維薩卡的信用限額為1500美元。 6) We need their permission to extend cre

37、dit cover that amount. 如果數(shù)目超出哪個限額，我們必須得到他們的允許。 7) Would you like to settle the difference in cash? 您愿意用現(xiàn)金支付差額嗎？ 8) Im afraid we have no credit arrangements with your company, madam. You may by any of these credit cards instead. 女士，我們與貴公司恐怕沒有信用貸款協(xié)定，您可以選用這些信用卡中的任何一種。 5、關(guān)于延遲退宿 1) If you check out after

38、 12:00 at noon, youll have to pay all of the rate. 如果您在中午12點之后退宿，就得付半天的房費。 2) If you check out after 6:00 p.m., youll have to pay the full rate. 如果您在下午6點之后退宿，就得付一天的房費。 6、算錯了賬款 1) Im sorry to hear that. 很抱歉聽您這么說。 2) Ill check it with the department concerned. Would you mind waiting for a moment? 我去跟相

39、關(guān)部門核對一下，您介意等會兒嗎？ 3) There has been an error. 是我們搞錯了。 4) I neglected that detail when I drew up your bill. 我在開賬單時忽略了那個細節(jié)。 5) Ill correct your bill. 我來把您的賬單改過來。 6) Well correct your bill by deducting 180 yuan from the total. 我們將把您的賬單改過來，從總額中減去180元。 7) Here is the money you overpaid. 這是您多付的錢。 7、送別客人 1)

40、 Have a nice trip. 祝您旅途愉快。 2) We hope to enjoy your stay. 希望您在這兒住的愉快。 3) We hope you have a pleasant/enjoyable stay, madam. 我在開賬單時忽略了那個細節(jié)。 4) We look forward to serving you again. 我們期望再次為您服務(wù)。 =現(xiàn)代酒店英語實務(wù)教程 05（客房迎賓服務(wù)）Dialogue:Receptionist: Here is your room, Mr. Johnson. After you.Guest: Thank you. Rec

41、eptionist: Shall I drop the curtain for you? Guest: OK, Thank you. By the way, do you know the room services available? Receptionist: Its available 24 hours a day. And in the first drawer of your dresser, you find a brochure with full of information about the facilities and services of our hotel.Gue

42、st: Oh, I see. Er, heres something for you. Receptionist: Thats very nice of you, thank you. Is there anything I can do for you?Guest: No, thanks.Receptionist: I am always at your service. Have a nice day. Goodbye.常用句型百寶箱：介紹酒店的設(shè)施服務(wù)1. There is a French café and Korean barbecue restaurant on the

43、third floor. 三樓有一家法式咖啡廳和一家韓國燒烤餐廳。2. The tempura counter is very popular in our hotel. 我們酒店的天婦羅柜臺很受歡迎。3. There are a lot of shops and boutiques around. 附近有很多不錯的商店和時裝店。4. There is a hair salon on the right side of west gate, a beauty parlor on the right side of west gate. 在酒店西門的右手邊有一家美發(fā)店，在酒店西門的右手邊有一家美

44、容店。5. It is open from 9 a.m. to 11 p.m.它的營業(yè)時間是早上九點到晚上十一點。6. We have both sauna and massage service in our hotel.我們酒店有桑拿和按摩服務(wù)。7. You can enjoy yourself in the rotating cocktail bar on the top floor. 你可以在頂樓的轉(zhuǎn)轉(zhuǎn)雞尾酒吧里享受一下。8. You can call the housekeeper to give you laundry service. 如果你需要洗衣服務(wù)，可以打電話給客房服務(wù)員。

45、9. You can call the front desk directly, if you need a taxi or airport limousine.10. Here is the mini-bar.11. Here is the water boiler.12. Ill check my supervisor. 我得請示我的主管。 =現(xiàn)代酒店英語實務(wù)教程 06（客房清理服務(wù)）Unit 3. Cleaning the room 客戶清理服務(wù)2. 經(jīng)典對話Housekeeping, may I come inCome on in ,please. Good evening, Ma&#

46、39;am. May I do your room nowSure. Could you tidy up the bathroom first I've just taken a bus, and it's quite a mess.Certainly Ma'am. Is there anything else I can do for you, Ma'amOh, yes. Where can I borrow a hairdryerI'll send one up right away.Thank you, You've been very h

47、elpful.You're welcome. Good night ,Ma'am. Have a nice dream.3. 常用句型百寶箱1).進房前. Turned down service. May I come in 收拾房間了,我可以進來嗎2). I'm sorry to disturb you, May I clean your room now 抱歉打擾您,我現(xiàn)在可以清理房間嗎3). Well, I'm a bit tied up now. 哦. 我現(xiàn)在有點事情.4). I'm on the phone. 我正在打電話.5). Shall

48、I come back later, Sir 先生, 要我等會兒再來嗎6). Can't you come back later 你等會兒再來好嗎7). What time would you like me to come back 您希望我什么時候再來8). What time would be better for you 您什么時間更合適呢9). What time would be convinient for you 您什么時間方便呢10). Sometime after supper would be fine. 晚飯后的時間比較好.11). Could you wait

49、 another 30 minutes ,please 請再等30分鐘好嗎12). You can call the front desk when you want your room done.當(dāng)您需要清理房間時可以給前臺打電話.13). May I come in and check the housekeeper's work 我能進房檢查一下服務(wù)員清理房間的情況嗎2. 進房清理1). May I vacuum your room now 我可以吸塵嗎2). May I tidy up your desk 我?guī)湍硪幌聲篮脝?). May I move the things

50、 on your desk so that I can dust it 為了清潔書桌,我可以移動您桌子上的物品嗎4). Sure , go ahead. 好的,請吧!5). Just leave the things as they are please. 就讓它們放在那兒吧,別動它.6). I prefer you don't move them. 我寧愿您別動這些東西. =現(xiàn)代酒店英語實務(wù)教程 07（客房洗衣服務(wù)）Unit 4 Laundry Service 客房洗衣服務(wù). 經(jīng)典對話 R=Room Attendant G=GuestR: Housekeeping. May I co

51、llect your laudry? G: Yes, its in the laundry bag. R: Thank you, maam. Is the laundry form in the bag?G: Yes, by the way, how long does it take for dry-cleaning?R: It usually takes two days. G: Oh, dear. We are leaving tomorrow.R: If you are in a hurry, we have a two-hour quick service with an extra

52、 charge of 50%.G: Well, if thats the case. 常用句型百寶箱 1. 洗衣服務(wù)說明1) Can you send someone to Room 2587 to pick up my laundry? 您能不能派人到2587房取我的送洗衣物呢？2) Id like to know how long your laundry service usually takes. 我想知道你們洗衣服務(wù)一般要多久時間。3) For clothes received before 11:00 a.m., well deliver them to your room by

53、9:00 p.m. the same day; and for those received before 3:00 p.m., you may get them back by noon the next day. 您在早上11點之前送洗的衣物，我們會在晚上9點以前送回您房里；下午3點以前送洗的衣物，您會在第二天中午前收到。4) Im afraid it is too late for todays laundry. 現(xiàn)在恐怕已經(jīng)過了今天的洗衣時間。5) How about the rates? 收費是怎樣的呢？6) The laundry forms and bag are on the

54、top right-hand desk drawer. 洗衣單和洗衣袋在寫字臺的右邊第一個抽屜里。2. 洗衣服務(wù)說明1)Please fill in the laundry form. 請?zhí)顚懴匆聠巍?)We will deliver it to your room by tomorrow noon. 我們會在明天中午之前送回您的房間。3)We have a two-hour quick service. 我們有兩個小時的快速服務(wù)。4)There is an extra charge of 50% for quick service. 快速服務(wù)要額外付50%的費用。5) We can deliver it within 4 hours a t a 50% extra charge. 我們可以在4小時內(nèi)送回，但要增收50%的費用。6) Is this for pressing only? 這件只要燙干嗎？7) Id like this sweater dry-cleaned/washed by hand in cold water. 這件毛衣要干洗/用冷水手洗。8) Im sorry, but we dont have the special equip