前厅英语专业术语解释.doc

此文档收集于网络，如有侵权，请联系网站删除前厅英语专业术语解释1、Front office 前厅部。指设在酒店前厅销售酒店产品，组织接待工作，调度业务经营和为客人住店提供一系列综合性服务的部门。2、Hotel chain意思是旅馆连锁。拥有、经营两个以上旅馆的公司或系统。连锁旅馆使用统一名称，同样的标志，实行统一的经营。管理规范服务标准。3、Register入住登记，指要入住酒店的客人需要办理手续，如填写登记表等。登记的意义在于可以确保客人身份的真实性，便于查询、联络和沟通；登记的内容包括客人的姓名、出生年月、国籍、证件号码、签发机关、有效期等。4、Pre-registration预先登记。在客人到达前，根据客人历史资料帮客人填好登记表。5、Check-in指客人入住酒店办理登记手续的过程。6、Check-out意思是指客人办理结账离馆手续。7、Guest history意思是客史档案。客人离店后，前台人员将客人的有关资料记录下来并加以保存；客史档案是酒店极富价值的资料，有利于对客提供针对性、个性化的服务以及开展市场调研，以巩固和稳定客源市场。8、FIT（free individual tourist的简称）意思是散客。9、Group意思是团体，指那些有组织地进行旅游活动的群体。10、VIP:（very important person的缩写）意思是重要客人之意。11、Early arrival提前到达，指客人在预订时间之前到达。提前到达有两种情况：A、是指在预订日期之前到达；B、在酒店规定的入住时间之前到达。无论以上哪种情况，都要妥善安排好客人。12、Walk-in简称“无预订散客”。指没有预先订房而前来入住的客人。13、No-show指没有预先通知取消又无预期抵达的订房。14、Departure time 指客人离开宾馆的时间。15、Arrival time指客人到宾馆的时间。16、Guaranteed booking 保证性订房。指客人通过使用信用卡、预付定金、订立合同等方法，来确保酒店应有的收入。酒店必须保证为这类客人提供所需的客房，它使双方建立起了一种更为牢靠的关系。17、Cancellation取消预订。指客人取消预订的要求。18、Overbooking意思是超额预订。19、Late check-out意思是愈时退房。20、Advanced deposit意思是预付订金。指客人在订房时所交纳的订金。21、Confirm reservation意思是确认订房。它是指酒店对客人的预订要求予于以接受的答复。22、Tariff价目表。是一种向客人提供酒店的房间类型及房间价格等信息的资料。23、Rack rate门市价格，是指客人直接在酒店购买客房商品的价格。24、Net rate净房价。指房价中除去佣金、税收、付加费等剩下的纯房间收入。(2)一般用于房价表，签写有关房价的合同。25、Commercial rate商务房价。指酒店为争取更多的客人而与一些公司签订合同，给予他们优惠的房间价格。26、Average room-rate平均房价。计算方法：客房总收入除以总住房数。27、Day use半天用房，指客人要求租用客房半天，不过夜。一般租用时间为六小时以内，退房时间为下午六点钟以前，房价是全价的一半。28、Package指包价服务。指宾馆将几个项目组成一个整体，一个性出售给客人。29、Upgrade意思是将高价格种类的房间按低价格的出售。用途：用于房间紧张时，给有预订的客人；提高接待规格给重要客人。30、Up-selling意思是根据客人特点，推销更高价格的客房。31、House credit limit指赊账限额。指酒店允许要客人在酒店内消费赊账的最高数额。32、Double occupancy指两人占用房比例。客房同时有两位客人入住，称两人占用房，两人占用房在出租房中所占的比例，叫两人占用房比例。33、Settlement意思是付账或清账。将赊欠酒店的款项付清或签报。付账的方式有几种：现金、信用卡、支票、报账等。34、Master folio总账户。两人或两间房以上发生的所有费用有一个特定账户来记录，结账时统一结算，此账户称总账户。35、Night audit夜间稽核。主要负责复核各营业点的营业收入报表、单据、客人房租是否正确，各类特殊价格的审批是否符合规定，发现错误应立即更改，以保证酒店营业收入账目的准确。36、Coupon意思是客人已支付费用的住宿凭证。37、Full house意思是房间客满。38、Waiting list等候名单。当酒店房间已满，仍有客人要求订房或入住，可做等候名单。不管以上哪一种情况，都要妥善安排客人。39、Rooming list意思是团体名单，它作为旅行团预订和入住登记时分房之用。40、Room status意思是房间状态。一般房间状态分为：住房已清洁、住房未清洁、空房已清洁、维修房等。41、House-use指酒店人员用房。酒店提供一部分房间给管理人员休息用，以便于工作。要控制好酒店人员用房的数量。42、Out off order(OOO)意思是坏房，指那些由于需要维修而不能出租的房间。43、Sleep-out简称“外宿”。指宾客在馆外住宿。44、Skipper 故意逃账者。其特征是：无行李或少行李者，使用假信用卡或假支票等。对于无行李或少行李者都要留意其消费情况，使用假信用卡或假支票者，要收取其消费保证金。45、Room type意思是房间种类。常见的房间种类有：单人房、双人房、三人房、标准房、豪华房、套房、相连房和公寓等。不同种类的房间适于不同种类的客人。46、Connecting room相连房，指相邻且相通的房间。适于安排关系密切及需互相照顾的客人，不宜安排敌对或不同种类的客人。47、Adjoining room 相邻房。指导相邻而不相通的房间，适于安排相互熟识的客人，不宜安排敌对或不同种类的客人。48、Room change指为客人转换房间。客人转房的两种主要原因是客人休息受到影响及房间设备出现问题；转房的手续是：叫行李生拿新的房间钥匙及欢迎卡到客人的房间换旧的房匙及欢迎卡，请客人在新的欢迎卡上签名。最后通知相关部门，更改有关资料。49、DND（do not disturb的缩写）请勿打扰，客人避免外界打扰而出示的标志。50、IDD（international direct dial的缩写）意思是直拔国际长途电话。51、DDD（domestic direct dial的缩写）意思是直拔国内长途电话。52、Message意思是留言服务，它是一项酒店帮助客人传递口信的服务。53、Pick-up service意思是接车服务，酒店派人或车到车站、机场、码头把客人接回酒店。54、Wake-up call意思是叫醒服务。55、Concierge意思是委托代办。56、Rollaway bed意思是摺叠床，又叫“加床”。57、Emergency exit意思是紧急出口。酒店专门设置的，供馆内人员在发生火灾等紧急情况时逃生用的出口。58、Executive floor行政楼层酒店将一层或几层的客房相对划分出来，用以接待高级商务行政人员，这些楼层称为行政楼层。它设有自己的总台、收款处、餐厅、休息室等，为客人提供细致周到的服务，其房间也比一般客房豪华。59、Lost-and-found意思是失物招领处。60、Tips意思是小费，指客人为感谢服务员所提供的服务而给予的赏金。应按酒店规定处理小费。61、Logbook意思是工作日记本。酒店基本服务用语欢迎和问候语：1) Good morning(afternoon, evening),sir(madam). 早上(下午、晚上) 好，先生(夫人) 。2) How do you do ? 您好！(初次见面) How do you do ? 您好！Glad to meet you . 很高兴见到您。3) How are you ? 您好吗？ Fine , thanks. And you ? 好的，谢谢。您呢？4) Welcome to our hotel (restaurant, shop). 欢迎您到我们宾馆(餐厅、商店) 来。5) Wish you a most pleasant stay in our hotel . 愿您在我们宾馆过得愉快。6) I hope you will enjoy your stay with us . 希望您在我们宾馆过得愉快。 (客人刚入店时)I hope you are enjoying your stay with us . 希望您在我们宾馆过得愉快。(客人在饭店逗留期间)I hope you have enjoyed your stay with us . 希望您在我们宾馆过得愉快。(客人离店时)7) Have a good time ! 祝您过得愉快！电话用语：8) Im Shangshui Hotel, Front Desk. Can I help you ? 山水大酒店，前厅。需要帮助吗？9) Sorry , Ive dialed the wrong number. 对不起，我拨错号了。10) May I speak to your General Manager? 能和你们总经理说话吗？ Speaking. 我就是。11) Sorry. He is not in at the moment . 对不起，他现在不在。 Would you like to leave a message ? 您要留口信吗？12) Pardon ? 对不起，请再说一遍好吗？ I beg your pardon ? 对不起，请再说一遍好吗？祝贺语：13) Congratulations! 祝贺您！14) Happy birthday! 生日快乐！15) Happy New Year! 新年快乐！16) Merry Christmas! 圣诞快乐！17) Have a nice holiday! 节日快乐！18) Wish you every success! 祝您成功！答谢和答应语：19) Thank you (very much). 谢谢您(非常感谢) 。20) Thank you for your advice (information, help). 感谢您的忠告(信息、帮助) 。21) Its very kind of you . 谢谢，您真客气。22) You are welcome. 不用谢。23) Not at all . 不用谢。 Dont mention it . 不用谢。24) Its my pleasure . 很高兴为您服务。 With pleasure . My pleasure .25) I am at your service. 乐意为您效劳。26) Thank you for staying in our hotel. 感谢您在我们饭店下榻。道歉语：27) Im sorry . 很抱歉。28) Excuse me . 对不起。29) Oh, it is my faults. 对不起，那是我的过错。30) Sorry to have kept you waiting . 对不起，让您久等了。31) Sorry to interrupt you . 对不起，打扰您了。32) Im sorry about this. 对此表示歉意。33) I apologize for this. 我为此道歉。34) Thats all right . 没关系。35) Lets forget it . 算了吧。征询语：36) Can (May ) I help you ? 我能帮您什么吗？ Yes ,please . 好的。37) What can I do for you ? 我能为您干点什么吗？38) Is there anything I can do for you ? 有什么我能为您效劳的？39) Just a moment , please . 请稍等一下。40) May I use your phone ? 我能借用您的电话吗？ Yes ,of course . 当然可以。 Certainly . 当然可以。指路用语：41) Go upstairs/downstairs 上楼/下楼42) Its on the second(third) floor. 在二(三) 楼43) Excuse me. Where is the washroom (elevator) ? 对不起，请问盥洗室(电梯) 在哪儿？ This way ,please. 请这边走。44) Turn left/right. 往左(右) 转。45) Its in the lobby near the main entrance. 在大厅近大门处。46) Its in the basement at the end of the corridor. 在地下室走廊尽头。提醒用语：47) Mind (Watch) your step. 请走好。48) Please be careful. 请当心。49) Please dont leave anything behind. 请别遗忘您的东西.50) Dont worry. 别担心。51) Take it easy. 放心好了。52) Please dont smoke here. 请不要在这里抽烟。告别语：53) Goodbye. 再见.54) See you later. 等会见。55) Good night. 晚安。56) See you tomorrow. 明天见。57) Goodbye and thank you for coming. 再见，谢谢您的光临。58) Goodbye and hope to see you again. 再见，希望再见到您。59) Have a nice trip! 一路平安！60) Wish you a pleasant journey! Good luck! 祝您旅途愉快！销售公关用语：61) What kind of rooms(food) would you like to have ? 您需要什么样的房间(菜) ？62) Here is a brochure of our hotel. 这是介绍我们酒店的小册子。63) Well give you a 10% (ten percent) discount. 我们给您九折优惠。64) Well offer tour guides complimentary breakfasts. 我们给陪同提供免费早餐。66) We accept your terms. 我们接受您的条件。67) May I introduce myself? 让我介绍我自己。68) May I present you a little souvenir? 请接受我们的一点小纪念品。69) Lets drink to our friendship! 为我们的友谊干杯。70) Lets propose a toast to the health of our guests !建议为在座客人的健康干杯。71) Cheers! 干杯！前厅服务常用语预订 1. Good morning/evening. Reservation. May I help you?早上好/晚上好，这里是.酒店客房预订部，请问需要什么帮忙吗？2. What can I do for you?我能为您帮什么忙吗？3. Hold on line, please. Could you please hold on?请稍等（电话中） 请稍等，好吗？4. Could you wait a minute, please?请稍等，好吗？5. Are you with a company?您是公司预订吗？6. May I know you departure date?请问您的离店日期是哪天？7. How long will you stay with us?请问您住几天？8. How many people are there in your party?您们一共几个人？9. That will be four nights.四个晚上。10. May I know the arrival date, please?请问哪天入住？11. Is it just for tonight?请问只住今天一晚吗？12. When do you check in?请问您什么时候入住？13. Would you like a single room or a double room?请问你想订单人间还是双人间？14. What kind of room would you like/prefer?请问您喜欢什么样的房间？15. Would you please tell me your full name, please?请问您的全名是？16. And your address, please?请问您的地址？17. May I know you telephone number, Mr. Smith?史密斯先生，请问您的电话号码是？May I know your company name and how would you like to settle your payment?请问您的公司全称及付款方式？How would you like to guarantee your reservation?请问您的担保方式是？May I take your credit card number or Guarantee letter for the guarantee?请提供您的信用卡号码或担保信给我做为担保。18. We have a single available for those dates.我们还有一些单人间可以接受预订在那个时间段。19. Its all right for the next week.下个星期没有问题。20. We do have a vacancy for those dates.那段时间我们可以接受预订21. Yes, you can have a room on Saturday.是的，星期六您可以订到房间。22. Im afraid we wont be able to guarantee you a room after the 16th. We usually have high occupancies in the peak seasons.恐怕十六号后我们不能保证有房间提供给您，那段时间是我们的入住高峰期。23. Im sorry, but were fully booked for single rooms. Would you like to have a double one?很抱歉我们的单人间已经订满了，给您订双人间怎么样？24. Im sorry, but the hotel is full on that date.很抱歉，那天我们酒店的客房已经住满了。25. Im sorry, we dont have any room available for that week.很抱歉，我们那周的预订已经全满了。26. Service is not included in the room rate.服务费不包含在房费里27. Above rate is subject 15% service expense.以上报价需另付15%服务费28. We offer 10% discount for group reservation, sir.先生，团队预订可以打九折。29. Mr. Smith, let me repeat your reservation to ensure it is correct. you will arrive before。史密斯先生，我跟你确认一下你的预订内容：你的抵达日期是前台接待1.Have you a reservation？您预定过了吗？2.The bellman will show you the way to the banquet hall.行李员将领您去宴会厅4.Would you please complete this registration form?请填写这张登记表5.Could you sign your name, please?请签上您的姓名6.May I see your passport please?请出示您的护照7.May I know your name and room number？请告诉我您的名字与房间号码。8.May I have your passport or ID Card please？请出示您的护照或身份证。9. How would you like to make payment. By credit Card or By Cash?请问您想用现金付款还是用信用卡付款？10.Can I have your credit card imprint?请出示您的信用卡，我们需要用它来压卡。（？）11.Would you please pay 1000as deposit? We will return the balance to you when you check out.请您付1000元押金，我们将在您退房时将余额退还您12.Here is your room key。这是您的房间钥匙13.Your room number is 246 on the second floor.您的房间在二楼的246房。14.Here is your key card这是您的房卡15.Ill get the bellman to take your luggage up.我会叫行李生帮您把行李送到房间16.The bellman here will take your luggage and show you the way.这里的行李生会为您提行李，并为您带路17.Well extend the reservation for you .我们可以为您延长预订18.Are you checking out today?您今天可以结帐吗？19.Would you like to check out now?您今天要退房吗？0.Please pay at the cashiers desk over there请到那边帐台付款21.If theres anything you need, just ring reception.如果您需要什么，就打电话给服务台。22.Because of the bad weather, the swimming pool wont be open today.因为天气不好，今天游泳池不开放。23.The phone number of our hotel is 68718888.我们酒店的电话号码是68718888.24.Please dial 9 before you dial the number.拔号码前请先拔9.总机1. ANSWERING INCOMING CALLS 回答打进来的电话FROM IN HOUSE 住店客人打来Good morning (afternoon, evening), operator, speaking, may I help you?您好！这里是总机 ，能帮您忙吗？FROM OUTSIDE 外线打来Good morning (afternoon, evening), Mei shi golf club. May I help you?您好！美视高尔夫。2. BEFORE TRANSFERRING CALLS 转电话之前Hold the line please, sir/madam, well put you through to Dept./guest name.先生/小姐，请您稍等，我帮您接去 （部门）/接洽 （人名）。3. WHEN THE PERSON IS SPEAKING ON THE LINE AND YOU CANT PUT THE CALL THROUGH TO HIM 当电话占线无法转接时Im sorry, sir/madam, the line is busy, would you mind calling back later?很抱歉，先生/小姐，电话占线，请您稍候再打。4. WHEN GUEST SAYS THAT THE LINE TO SOMEWHERE IS ALWAYS BUSYIm sorry to hear that, sir/madam, may I ask him/her to call you back when the line is free?很抱歉，先生/小姐，线路畅通后我即刻通知他/她回电给您。Im sorry to hear that, sir/madam, would you mind hinging up, and we will call you back when we get through to .对不起，先生/小姐，请您先挂下电话，接通 之后，我们立即转给您。5. TELLING GUEST YOU WILL CALL HIM/HER BACK. 告诉客人你会尽快回电给他Would you please hang up, sir/madam, well call you back shortly.先生/小姐，请您先挂下电话，我们会很快回电给您。6. ASKING CALLER TO SPEAK MORE SLOWLY 请对方讲慢些Could you speak more slowly, please?对不起，请您讲慢一点儿，好吗？7. ASKING CALLER TO REPEAT 请对方重复一遍Could you repeat that, please?对不起，请您再说一遍好吗？8. ASKING CALLER TO SPEAK LOUDERCould you speak a little louder, please?对不起，请您说大声点儿，好吗？9. ASKING FOR CALLERS NAME/GUESTS NAMEYour name please? / Who is speaking, please? The guests name, please?您贵姓？请问客人姓名？10. ASKING FOR THE NUMBER WHICH IS BEING DIALLEDWhat number are you calling, please?请问，您拔的号码是什么？11. ASKING FOR THE PLACE WHICH THE CALLER IS CALLING FROMWhere are you calling from, please?请问您从哪儿打来？12. ASKING TO TRY ANOTHER TIMECould you try again for me, please?请您帮我试一次，好吗？13. ASKING FOR CHECKING SOMETHINGCould you check it for me, please?请您帮我查一下，好吗？14. ASKING FOR WAKE-UP TIMECould you give me a wake up please?能给我一个叫醒服务吗？Sure, at what time, please?好的，请问几点钟叫早？15. ASSURING GUEST OF THE WAKE-UP CALLWell call you tomorrow morning at And good night, Mr./Ms. 我们会在明晨 点叫醒您；晚安， 先生/小姐16. ANNOUNCING A WAKE-UP CALLGood morning, Mr./Ms. , this is your wake up call, have a nice day.早上好！ 先生/小姐，叫醒服务，祝您一天愉快。17. ASKING FOR THE TYPE OF A CALLMay I know if its a paid call or a collect call?May I know if its a person to person or a station call?请问是自付电话还是受付电话？请问是叫人还是叫号？18. TELLING GUEST COLLECT CALL CAN NOT BE STATION CALLIm afraid that collect call can not be station call, would you like to make it a paid call?很抱歉，叫号电话不能受付，自付好吗？19. ASKING A GUEST TO DIAL DIRECTLY FROM ROOMYou may call directly from your room, sir/madam.先生/小姐，您可以从房间直接拨电话出去。20. ASKING GUEST IF HE/SHE ACCEPTS A COLLECT CALLMr./Ms. There is a collect call from Mr./Ms. in ,will you accept the charges? 先生/小姐，这里有 先生/小姐从XX打来的受付电话，请问您接吗？21. TELLING GUEST HOW TO MAKE DIRECT CALLPlease dial 9 first, and then dial the country code, area code and then the telephone number.请先拨9，然后是国家代号，地区代号，最后是电话号码。22. TELLING GUEST ABOUT TELEPHONE CALL CHARGESGood morning/afternoon/evening, its operator speaking, have you finished the call to ? It lasted for X minutes andY costs , well add it to your room bill.您好！我是酒店接线员，请问电话打完了吗？共X分钟，Y钱，我们将会把它加在您的房间帐单上。23. GUEST ASKING FOR CALL PRICEThe price of a call to is X per minute.打去 ，每分钟收费X钱。Is there any special night rate.Yes, there is a special night rate.No, there is no a special night rate.请问晚间有特别收费吗？24. GUEST ASKING OPERATOR TO PLACE A CALLCould you please place the call for me?请帮我挂个电话好吗？Sure, sir/madam, the telephone number please.当然，先生/小姐，请问号码是多少？25. WHEN RETURN TO CALLERIm sorry to keep you waiting, sir/madam.对不起，先生/小姐，让您久等了。26. CALLER ASKING TO PAGE SOMEBODYWould you please page for me?请帮我传呼 ，好吗？27. TELLING CALLER THE PERSON YOU PAGED DIDNT ANSWERIm afraid she/he didnt answer yet.对不起，他/她还没回电话。28. TELLING CALLER YOU ARE GOING TO PAGE SOMEBODYWell page hold the line please.我们马上传呼 ，请别挂线。29. WHEN THE PAGED PARTY GETS TO YOUYou were paged by sir/madam, now Ill connect you with him/her, hold the line please.- 先生/小姐传呼您，我马上帮您接通，请稍等。30. CALLER ASKING TO LEAVE MESSAGECertainly, your name (co. name, Tel no.) please.Certainly, your message please.当然，请问贵姓？当然请问留言是31. ASSURING CALLER THAT YOULLGET THE MESSAGE TO THE GUESTWell make sure that the message will be conveyed to the guest.我们一定会把留言转交给客人。32. TELLING THE GUEST THERE IS A MESSAGE FOR HIM/HERMr./Ms. here is a message for you, and the message is 先生/小姐，这儿有您的留言。33. WHEN CALLER REPORTING EMERGENCEMay I know what the matter is so that I could inform the Duty Manager to assist you immediately.请问发生了什么事？我马上通知大堂经理来帮您？34. ANSWERING GUESTS QUESTION ABOUT THE TIME SOMEWHERE ELSE- (country name) is hour behind/ahead of Haikou, it is am/pm in morning/afternoon.- 比海口快（慢） ，现在是早上（上午） 。35. TELLING CALLER HE/SHE CANT GET THROUGH TO GUESTS ROOM DIRECTLYIm afraid all calls to guest room must go through the operator.对不起，所有打到客房的电话都要通过我们接线生转。36. WHEN YOU WANT TO SPEAK TO SOMEONEMay I speak to , please?请问， 在吗？37. CALLER/GUEST COMPLAINING ABOUT THE LINEThe line was bad 线路有故障The line was noisy 线路有噪音The voice was too faint to he