酒店前台英语培训P63---格林豪泰连锁酒店.docx

Hotel English酒店英语Room Reservations预订房间 1Id like to book a double room for Tuesday nextweek 下周二我想订一个双人房间。 2Whats the price difference？ 两种房间的价格有什么不同？ 3A double room with a front view is 140 dollars pernight，one with a rear view is 115 dollars per night 一间双人房朝阳面的每晚140美元，背阴面的每晚115美元。 4I think Ill take the one with a front view then 我想我还是要阳面的吧。5How long will you be staying？您打算住多久？6Well be leaving Sunday morning我们将在星期天上午离开。7And we look forward to seeing you next Tuesday我们盼望下周二见到您。8Id like to book a single room with bath from the after-noon of October 4 to the morning of October 10 我想订一个带洗澡间的单人房间，10月4日下午到10月10日上午用。 9We do have a single room available for those dates我们确实有一个单间，在这段时间可以用。10 What is the rate， please？请问房费多少？11The current rate is 50 per night现行房费是50美元一天。12 What services come with that？这个价格包括哪些服务项目呢？13That sounds not bad at all Ill take it听起来还不错。这个房间我要了。14 By the way， Id like a quiet room away fromthe street if the is possible 顺便说一下，如有可能我想要一个不临街的安静房间。Dialogue A A：Room ReservationsGood afternoon B：Id like to book a double room forTuesday next week A：Thats fine， sir A double room forTuesday， September12th， with a frontview or rear view？ B：Whats the price difference？ A： A double room with a front view is 140dollars per night，one with a rear view is115 dollars per night B：I think Ill take the one with a front viewthen A： How long will you be staying？ B： Well be leaving Sunday morning A： That will be five nights， sirThankyou very much，and we look forward toseeing you next Tuesday B： Good Thats all settled then Good-bye A： Good-byeDialogue B A：Advance ReservationsCan I help you？ B：Yes，Id like to book a single room with abath from the afternoon of October 4 to themorning of October 10 A： Yes， we do have a single room available forthose dates B： What is the rate， please？ A： The current rate is50 per night B： What services come with that？ A： For50 youll have a radio， a colortelevision， a telephone and a major internationalnewspaper delivered to your room everyday B： That sounds not bad at allIll take it A：Very good Could you tell me your name，sir， please？ B： Yes， it is Moore A： How do you spell it， please？ B： Its M-O-O-R-E A：M-O-O-R-EAnd what is your address，please？ B：It is 3600 Montague Boulevard，Hattiesburg，Mississiippi39401 USA A： Excuse me， sir， but could you speak a littlemore slowly，please？ B：Sure，no problemIts 3600 MontagueBoulevard，Hattiesburg，Mississippi 39401USAHave you got it？ A：Yes，so it is 3600 Montague Boulevard，Hattiesburg，Mississippi 39401 USA B： Thats right A： What about your telephone number？ B：（601） 264-9716 By the way， Id like aquiet room away from the street if that ispossible A：A quiet room away from the street ispreferredOKWell mail you areservation card confirming your booking as soonas possibleWe look forward to your visit B：Thank you and good-bye A：Good-bye询问/征询：1、May I have your name, please?请问您叫什么名字？2、Your initials, please?请问您的名字首写字母？3、May I have your first name?请告诉我您的名字。4、May I take your order now?我现在为您下单好吗？5、May I have your room number?请您告诉我您的房间号，好吗？6、May I have your signature, sir?here please.先生，请您把名字签这儿，好吗？7、May I know who Im talking with?(打电话时用)请问您是哪位？8、May I ask who is next?请问下一位是哪位？9、May I be of service, madam?请问这位夫人，我能为您做些什么？10、 May I recommend our, sir?先生，我能为您推荐我们11、 May I help you withmadam?夫人，我能帮您做12、 Would you like me to book a for you?需要我为您订13、 Would you like to sit by the window?您喜欢坐在靠窗边的位置吗？14、 Would you like to have a cup of tea?来杯咖啡如何？15、 Is there anything else I can do for you, madam?这儿需要我帮忙吗？16、 How about a您觉得怎样？祝愿/祝福：1、Have a pleasant stay at our hotel, sir.愿您在我们酒店，一切顺心开心。2、Have a pleasant stay with us, madam.夫人，愿您和我们在一起开开心心。3、Have a nice day!祝您今天一切都好！4、Have a pleasant evening.愿您拥有一个愉快的晚上。5、Have a good weekend!周末愉快！6、Have a good day.祝您今天一切都好！7、Enjoy your stay/day.愿您在这儿玩得开心。8、Happy New Year!新年快乐！9、Merry Christmas!圣诞快乐！10、 Happy Birthday!生日快乐！对一般祝愿的回答：1、You too, Mr也希望您也一样2、 The same to you, sir/madam.也希望您也一样。致谢：1、谢谢。2、Thank you.Thank you very much.非常感谢。3、Thank you for telling us.感谢您的慷慨陈词。4、Thank you for your compliment.谢谢您的赞美。5、Thank you for coming.感谢您的到来。6、Thank you for calling.谢谢您打电话给我。7、Thank you for waiting.谢谢您在此等我。8、Thank you for being so understanding.理解万岁。9、Thats very kind of you. Thank you very much.非常感谢。对致谢的回答1、You are welcome.不用谢。2、With pleasure.这是我的荣幸。3、My pleasure.这是我们荣幸。4、谢谢。5、Thank you.Glad to be of service. Please feel free to contact us anytime.很高兴能为您服务，有需要请随时联系我们。致歉：1、Excuse me.不好意思，打扰了。2、Im awfully sorry.我感到十分的抱歉。3、I beg your pardon, sir.先生，您能再说一次吗？4、Excuse me for interrupting.(不得不打扰客人时)不好意思，打扰了。5、Sorry to have bothered you.不好意思，打扰了。6、Im very sorry. There could have been a mistake. Ido apologize.非常抱歉，这儿肯定是出错了。真的对不起。7、Im sorry. Would you excuse me, please.对不起。您能原谅我吗？8、Im sorry. Im being called.对不起，我得接个电话。9、Im sorry to have kept you waiting, sir.很抱歉，让您等了我这么久。10、 Im sorry. The house/restaurant is fully booked.很抱歉。中心已经客满了。11、 Im sorry. We have run out of.我感到十分抱歉。我们把都用完了。对道歉的回答：1、Thats all right.没关系。2、It doesnt matter.没关系。指示：1、Let me show you.让我告诉您。2、This way, please.这边请。3、Please dial “0”, sir.先生，请按“0”4、It will be on your right hand side. You wont miss it.它在您的右手边，您一定能够找到的。5、直走。6、Go straight ahead.Go down to the lobby.往下走到大堂。7、Please take the lift to the 3rd floor.请您乘电梯到三楼。8、Turn left/right at the first corner.请在第一个转弯角转左/右。提示：1、Here you are(递东西时)给您。2、Here we are.(到目的地)我们到了。3、There comes the taxi.(有的士来时)有部的士来啦。4、There he is.(发现要找的人时)他在那。5、Be aware of the ceiling, sir.当心天花板，先生。表示安慰：1、 Dont worry, madam. Well see to it.夫人，别担心。我们会照顾它的。2、Ill look into the matter.我会调查这件事的。3、Ill be with you in a moment.我会和您在一起的。4、There is no hurry, sir. Take your time.先生，时间充足，请您慢慢5、 It wont be too long, sir.先生，不会花您太多的时间。6、 Please take you time, madam.夫人，不用急，请您7、 Well let you know as soon as there is any available.如果真的还有空房，我们会尽快通知您。8、 Ill report it to my manager.我将向我的经理汇报。表示乐意效劳：1、 Very good, sir. Ill be glad to help.非常好，先生。我很乐意帮您。2、 Certainly, madam. Ill be happy to do it.当然，我很乐意去做这件事。3、 Yes, I will.是的。我很乐意去做这件事。4、 Yes, certainly, just leave it to us, sir.当然。您就将这件事留给我们去做吧。5、 Glad to be of service. Please feel free to contact usanytime. 很高兴为您服务。有需要请随时通知我们。 6、 My name is , if there is anything I can do for you,just let me know. 我的名字是，如果有事需要我帮忙请告诉我。表示婉拒：1、Im afraid such information is confidential.很抱歉。这是保密资料。2、Thats very kind of you, but no, thank you.你真好，但我真的不需要。谢谢。3、That wont be necessary, sir, but thank you allthe same. 先生，这完全不需要。但我依然要感谢你。 4、Im afraid we cannot do that. 很抱歉。我帮不到你。肯定答复：1、Certainly, sir, I will bring it to you right away.当然，先生，我立刻把它拿来给您。2、We do haveavailable.我们保证切实可用。未肯定时的答复：1、Im sorry I cannot guarantee, but Ill do my best.对不起，我不能保证，但我一定会尽我全力去做。2、Im sorry, madam, Im not sure, but Ill ask mymanager/the chef about it for you. 对不起，夫人，我不能确定，但我将会问我的经理/厨师。 3、If you wait a moment, sir, Ill try to find out. 先生，您稍等片刻。我将调查清楚。否定的答复：1、 Im sorry, there is no discount.对不起，我们不提供折扣。2、Im sorry, madam, Im afraid we dont have anyavailable.对不起，夫人，恐怕我们没有可用的房间了。表示高兴：1、My pleasure, Im happy everything was to yoursatisfaction.这是我的荣幸，我很高兴一切都能令您满意。2、Im glad to hear that.我很高兴听您这么说。表示遗憾：1、Im sorry to hear that.我感到很遗憾。2、Its a great pity.太可惜了。表示关怀：1、 Did you have a nice trip?旅途愉快吗？2、 Are you all right, sir?先生，一切可好？3、 I hope you did not hurt yourself.我希望您不要伤害自己。4、 Would you like to see the doctor?去医院看看医生，好吗？5、 I hope you feel better now.我希望您现在感到舒服些。表示谦让：1、 After you, sir.先生，您先。2、 You first, sir.您先走。请让路：1、 Excuse me, please.不好意思，请让让。2、 May I come through, please?请问能让我过吗？表示同意：1、 Thats true.那是真的。2、 Absolutely, sir.绝对是的，先生。3、 Exactly, sir.千真万确，先生。表示不同意：1、 Not really. Its good value for the price.并不是这样的。它确实物有所值。 表示明白： 1、 Yes, I see, sir.先生，我明白。 表示不明白： 1、Could you speak slowly, please? 您能说慢些吗？ 2、 Im sorry, I dont quite understand. Should Iget the manager? 很抱歉，我不是很明白。我能让我经理过来吗？ 3、 Pardon? 请您再说一遍好吗？告别语：1、 Good-bye, and have a nice trip.再见，祝您一路顺风。2、 Thank you for coming.感谢您的光临。3、Sorry, I have to go. Nice talking with you.对不起，我不得不走了。很您谈话很开心。4、We all look forward to serving you again.我们期待能再次服务您。5、Hope you enjoyed staying with us.希望您能和我们一起度过愉快的时光。Name of Hotels DepartmentsAccounting DepartmentNight ClubLobby barMusic barBeauty salonBusiness centreCashiersChinese restaurantCoffee shopEngineering departmentFood and beverage departmentFront officeHousekeeping departmentLaundry酒店部门名称财务部夜总会大堂吧音乐吧美容中心商务中心收银处中餐厅咖啡厅工程部餐饮部前台办公室客房部洗衣部Recreation departmentReservationRoom serviceSecurity department娱乐部订房部送餐部保安部Human resource departmentTraining departmentWestern restaurantExecutive OfficePublic& Sales departmentFunction roomConference room人力资源部培训部西餐厅行政办公室市场推广部宴会厅会议室Housekeeping 客房服务1HousekeepingMay I come in？我是客房的，可以进来吗？2When would you like me to do your room，sir？您要我什么时间来给你打扫房间呢，先生？3You can do it now if you like如果您愿意，现在就可以打扫。4May I do the turn-down service for you now？现在可以为您收拾房间了吗？5Oh，thank youBut you see，we are havingsome friends over 噢，谢谢，但你知道我们邀请了一些朋友过来聚聚。 6Could you come back in three hours？ 你能不能过3小时再来整理？ 7Certainly，madamIll let the overnight staffknow 当然可以，女士。我会转告夜班服务员。 8Would you tidy up a bit in the bathroom？ 请整理一下浴室好吗？ 9Ive just taken a bath and it is quite a mess now 我刚洗了澡，那儿乱糟糟的。 10Its growing darkWould you like me to drawthe curtains for you？ 天黑下来了，要不要我拉上窗帘？ 11Is there anything I can do for you？ 您还有什么事要我做吗？ 12Im always at your service 乐意效劳。Dialogue AA：HousekeepingMay I come in？B：Yes，pleaseA：When would you like me to do your room，sir？B：You can do it now if you likeI was just about togo down for my breakfast when you cameBut beforeyou start，would you do this for me？A：Yes，what is it？B：I would like you to go and get me a flask of hotwaterI need some hot water to wash down medicineafter breakfastA：Im sorry that your flask is emptyIll go and getyou an- other flask thats full at onceB：Thank youDialogue B （The Turn-down Service） A：Good evening，madam and sirMay I do the turn downservice for you now？ B：Oh，thank youBut you see，we are having some friendsoverWere going to have a small party here in theroomCould you come back in three hours？ A：Certainly，madamIll let the overnight staff knowTheywill come then B：Thats fineWell，our friends seem to be a littlelateWould you tidy up a bit in the bathroom？Ive just taken abath and it is quite a mess nowBesides，please bring us abottle of just boiled waterWed treat our guests to typicalChinese tea A：Yes，madamIll bring in some fresh towels together withthe drinking water B：OK （The Turn-down Service） A：Good evening，madam and sirMay I do the turndown service for you now？ B：Oh，thank youBut you see，we are having somefriends overWere going to have a small party here inthe roomCould you come back in three hours？ A：Certainly，madamIll let the overnight staffknowThey will come then B：Thats fineWell，our friends seem to be a littlelateWould you tidy up a bit in the bathroom？Ive justtaken a bath and it is quite a mess nowBesides，pleasebring us a bottle of just boiled waterWed treat ourguests to typical Chinese tea A：Yes，madamIll bring in some fresh towelstogether with the drinking water B：OK A：（Having done all on request） Its growingdarkWould you like me to draw the curtains foryou，sir and madam？ C：Why not？That would be so cozy A： May I turn on the lights for you？ C：Yes，pleaseId like to do some readingwhile waiting A：Yes，sirIs there anything I can do for you？ C：No moreYoure a smart girl indeedThankyou very much A：Im always at your serviceGoodbye，sirand madam，and do have a very pleasantevening1Excuse meHave you any laundry？对不起，请问有没有要洗的衣服？2The laundry man is here to collect it洗衣房服务员来这儿收要洗的衣服了。3If you have any，please just leave it in the laundry bagbehind the bathroom door如果您有衣服要洗，请放在浴室门后的洗衣袋里。4Please tell us or notify in the list whether you need yourclothes ironed，washed，dry-cleaned or mended and alsowhat time you want to get them back请告诉我们或在洗衣单上写明您的衣服是否需要熨烫，水洗，干洗或缝补，还要写明何时需要取衣服。5What if there is any laundry damage？如果你们洗衣时损坏了衣服怎么办？6In such a case，the hotel should certainly pay for it如果是这样，饭店当然应该赔偿。7Could you send someone up for my laundry，please？请问，你们能派人来收要洗的衣服吗？8A valet will be up in a few minutes洗熨工马上就到。9Will the color run in the wash？洗衣时会掉色吗？10Well dry-clean the dress我们将干洗这条裙子。11Well stitch it before washing我们会在洗之前把衬里缝好。12When can I have my laundry back？我何时能取回洗的衣服呢？13But would you like express service or same-day？不过，您是要快洗服务还是当日取？14Id like this sweater to be washed by hand in coldwaterDialogue A（Explaining How to Get the Service）（A：Room Attendant B：Guest）A：Excuse meHave you any laundry？The laundry man is here tocollect itB：No，not now，thank youA：If you have any，please just leave it in the laundry bag be-hindthe bathroom doorThe laundry man comes over to collect it everymorningB：Thank youA：Please tell us or notify in the list whether you need your clothesironed，washed，dry-cleaned or mended and also what time youwant to get them backB：I seeWhat if there is any laundry damage？I wonder if yourhotel has a policy on dealing with itA：In such a case，the hotel should certainly pay for itTheindemnity shall not exceed ten times the laundryB：That sounds quite reasonableI hope theres no damage at allA：Dont worry，sirThe Laundry Department has wide experiencein their workB：All rightThank you for your informationA：Not at allDialogue B（Express Service）（A：Laundry clerk B：Mrs Bell）A：What can I do for you？B：Could you send someone up for my laundry，please？Room908，BellA：Certainly，Mrs BellA valet will be up in a few minutesB：GoodI also have a silk dress which I dont think is color-fastWillthe color run in the wash？A：Well dry-clean the dressThen the color wont runB：Youre sure？Good！And the lining of my husbands jacket has comeunstitchedIt might tear over further while washingA：Dont worry，madamWell stitch it before washingB：Thats fineNow，when can I have my laundry back？A：Usually it takes about two days to have laundry doneBut would youlike express service or same-day？B：What is the difference in price？A：We charge 50 more for express， but it only takes 5hoursB：And for same-day，will I get the dress and skirt back this evening？A：Yes，madamAll deliveries will be made before six oclockB：Ill have express thenDialogue CA：