某星级酒店英语培训手册(72p)

某星级酒店英语培训手册ENGLISHTRAININGMANUAL目录CONTENTSFOREWORD1前言PARTONE3第一部分COURTESYENGLISH基本礼貌用语PARTTWO22第二部分FRONTOFFICESERVICE前厅服务PARTTHREE35第三部分HOUSEKEEPINGSERVICE客房服务PARTFOUR52第四部分FOODANDBEVERAGESERVICE餐饮服务PARTFIVE71第五部分RECREATIONSERVICE康乐服务前言FOREWORD步入全球知识经济时代后，中国饭店业与国际接轨日趋紧密。英语作为一种国际语言，是酒店员工与外宾交流的主要语言工具，已成为酒店员工需要掌握的一项基本技能。为进一步提高员工的英语水平，酒店人力资源部特编写了这本英语培训手册，以方便员工随时学习。学以致用，是我们学习的最终目标。愿您不断在工作中找到学习的动力，在交流中获得分享知识的乐趣。人力资源部ASTHEWORLDHASALREADYSTEPPEDINTOTHEERAOFKNOWLEDGEECONOMY,CHINASHOTELINDUSTRYISCLOSELYRELATEDTOTHEINTERNATIONALMARKETENGLISH,AWORDLANGUAGE,FUNCTIONSASAMAINTOOLORABASICABILITYFORHOTELSTAFFTOCOMMUNICATEWITHFOREIGNGUESTSTHISENGLISHTRAININGMANUALISCOMPILEDBYTHEHUMANRESOURCESDEPARTMENTFORTHESTAFFSSTUDYANDIMPROVEMENTPUTWHATWELEARNINTOPRACTICEWISHYOUWOULDOBTAINMOTIVATIONOFTHESTUDYFROMYOURWORKING,ANDBENEFITFROMTHELEARNINGHUMANRESOURCESDEPARTMENT基本礼貌英语COURTESYENGLISH一、欢迎问候语WELCOMEANDGREETING1、GOODMORNINGAFTERNOON,EVENING,SIRMADAM早上（下午，晚上）好，先生（夫人）。2、WELCOMETOOURHOTEL欢迎光临我们酒店。3、WELCOMETOSTAYINHOTEL欢迎住在我们酒店。4、HOWDOYOUDO您好吗5、HOWNICETOSEEYOUAGAIN真高兴再次见到您。6、IHOPEYOULLENJOYYOURSTAYINGHERE我希望你们在这儿逗留愉快。7、HAVEANICESTAYWITHUS希望您与我们在一起时开心愉快。8、DIDYOUHAVEANICETRIP旅途愉快吗二、祝贺语CONGRATULATION1、CONGRATULATIONS恭喜您。2、HAPPYNEWYEAR新年快乐。3、HAPPYBIRTHDAYTOYOU生日快乐。4、MERRYCHRISTMAS圣诞快乐。5、WISHYOUEVERYSUCCESS祝您成功。6、WISHYOUGOODLUCK祝您好运。7、HAVEAGOODJOURNEY祝您旅途愉快。8、HAVEANICEWEEKEND祝您周末愉快。三、告别语FAREWELL1、GOODBYE再见。2、SEEYOUTOMORROW明天见。3、WISHYOUCOMEAGAIN希望再次光临。4、HAVEAGOODTRIPANDSAFTJOURNEY希望您一路平安，旅途愉快。5、GOODBYEANDHOPETOSEEYOUAGAIN再见，希望再见到您。6、HAVEANICETRIP旅途愉快。四、征询语REQUESTS1、MAYCANIHELPYOU我可以帮您吗2、WHATCANIDOFORYOU我能为您做什么3、ISTHEREANYTHINGICANDOFORYOU我还能为您做些什么4、WILLITTROUBLEYOU那会麻烦您吗5、WOULDYOULIKE您喜欢6、WOULDYOUMINDIF7、五、应答语RESPONSES1、YOUAREWELCOME愿意效劳。2、ITDOESNTMATTER没关系。3、ISEE我明白了。4、THANKYOUVERYMUCH非常感谢您。5、THANKYOUFORYOUKINDNESS谢谢您的好意。6、ILLDOITFORYOURIGHTAWAY我马上为您服务。7、IMGLADTOSERVEYOU乐意为您服务。8、SORRYTOHAVEKEPTYOUWAITING,SIR/MADAM很抱歉，让您久等了，先生/小姐。9、ILLBEWITHYOUINAMOMENT我一会儿就来为您服务。10、THANKYOUFORYOURADVICEINFORMATION,HELP,感谢您的忠告（信息、帮助）。11、六、道歉语APOLOGIES1、EXCUSEME对不起。2、IAPOLOGIZEFORTHIS我为此道歉。3、IMSORRYTODISTURBYOU真抱歉打扰您。4、IMSORRY,ITSOURFAULT对不起，是我们的过错。5、THANKSFORYOURREMINDING谢谢您的提醒。6、WELLTRYOURBESTTOTAKESOMEMEASURES,SOTHATYOUCANBESATISFIED我们将尽力使您满意。7、PLEASEFORGETIT,SIR/MADAM请不要放在心上，先生/小姐。8、IMSORRYABOUTIT关于那件事，我很抱歉。七、婉言推托语REFUSAL1、IMSORRYICANTHELPYOU真抱歉我不能帮您。2、ITSVERYKINDOFYOUBUT您的好意我领了，可是3、THANKYOU，NOWEARENOTALLOWEDTODRINKONDUTY谢谢，但是我们上班时不方便饮酒。八、接听电话语TELEPHONESENTENCES1、GOODMORNING,RECEPTIONSPEAKINGMAYIHELPYOU您好，总台，我是某某2、SORRY,YOUVEDIALEDAWRONGNUMBER抱歉，您打错电话了。3、PLEASEDIALNUMBER，THANKS请拨号码，谢谢。4、WHOSCALLING,PLEASE请问您是谁5、HOLDTHELINEPLEASE,ILLSEEIFSHEISAVAILABLE6、SORRY,ISTILLDONTUNDERSTANDWHATYOUSAID抱歉，我仍不明白您说什么。7、COULDYOUREPEATTHATPLEASE请您再重复一遍好吗8、WILLYOUPLEASESPEAKMORESLOWLY请您说的慢一点好吗10IMSORRY,ICANTFOLLOWYOU抱歉，我听不懂。九、答谢语THANKSANDANSWERS1YOUREMOSTWELCOME欢迎之至。2WITHPLEASURE这是我们的荣幸。3WEREALWAYSATYOURSERVICE我们随时为您提供服务。4THANKYOUFORCOMING谢谢光临。5THANKYOUFORYOURSTAYINGINOURHOTEL谢谢光临我们酒店。6ITSOURPLEASURETOHAVEYOURSTAYINGWITHUS您来我店是我们的荣幸。7THANKYOUFORSUCHALOVELYGIFT谢谢您给了我这么可爱的礼物。8MYPLEASURE这是我的荣幸。十、指路用语GIVINGDIRECTIONS1AFTERYOUPLEASE,SIRMADAM2GOSTRAIGHTAHEAD,SIRMADAM请笔直走，先生/女士。3THISWAY,PLEASE这边请。4TURNLEFTRIGHTATTHEFIRSTCORNER在第一个拐口左转（右转）。5PLEASEUSETHEELEVATORTHERE,SIR/MADAM在那边用电梯，先生/小姐。6PLEASEGODOWNTOTHELOBBYHERE,MADAM/SIR请从这边下去到大堂，小姐/先生。7ITSONTHESECONDTHIRDFLOOR在二（三）楼。8SORRY,IMNOTSUREIFYOULLWAITAMINUTEILLBEGLADTOFINDOUTFORYOU抱歉，我不能肯定，如果您等几分钟，我很乐意为您查清楚9WHENYOURETURNTOTHEHOTEL,PLEASESHOWTHISHOTELCARDTOTHEDRIVER当您回酒店的时候，请把这张酒店卡给司机看。10IWILLTAKEYOUTHERE,SIR/MADAM我带您去，先生/女士。十一、提醒用语REMINDWORDS1PLEASEDONTLEAVEANYTHINGBEHIND请别遗忘您的东西。2PLEASEDONTSMOKEHERE请不要在这里抽烟。3、PLEASEBECAREFUL请当心。十二、情景应对SITUATIONALRESPONSES一可以满足客人之要求时；1CERTAINLY,SIR/MADAM好的，先生/小姐。2ILLGOANDGETITRIGHTAWAY,SIR/MADAM我马上去拿来，先生/小姐。3IMMEDIATELY,SIR/MADAM马上就来，先生/小姐。（二）不能满足客人之要求时；1IMTERRIBLYSORRY,WEDONTHAVE非常抱歉，我们没有2AWFULYSORRY,SIR/MADAMWEHAVESOLDOUT实在抱歉，先生/小姐，我们已经卖完了。3IMAFRAIDWEDONOTHAVE恐怕我们已没有（三）一时未能肯定是否能满足客人之要求时1IFYOUWAITAMINUTE,SIR/MADAMILLTRYTOFINDOUTITFORYOU如果您能等一会儿，先生/小姐，我将尽力找找。2SORRYTOKEEPYOUWAITING,IMPLEASEDTOSAYWEDOHAVE抱歉，让您久等了，我很高兴地说，我们确实有（四）客人征询你的同意可否拿走某物伯时1CERTAINLY,SIR/MADAMLETMEHELPYOU好的，先生/小姐，让我来帮您。2GOAHEADPLEASEYOUREWELCOME请拿吧，您可以随意使用。（五）当不能答允客人的要求时1IAMSOSORRY,WECANTDOTHAT,ITSAGAINSTOURRULES真抱歉，我们不能那样做。那违反我们的规定。2IMTERRIBLYSORRY,WEARENOTALLOWEDTODOTHIS我很抱歉，我们不允许这样做。3IMAFRAIDITSAGAINSTHOTELPOLICY,IMSOSORRY我恐怕这违反了酒店的制度，非常抱歉。（六）当客人由于客气而给你赏物时1NO,THANDYOUYOUVEVERYKIND不，谢谢您。您真好。2ITSVERYKINDOFYOUBUTWECANTACCEPTITTHANKYOU您非常好心，但我们不能够接受，谢谢。（七）婉拒客人的要求时1IMSORRYICANTDOIT对不起，我不能做。2IMAFRAIDTHATSNOTPOSSIBLE我恐怕那不可能。3NO,SIR/MADAM,ITISNOTPOSSIBLE不，先生/小姐，那是不可能的。（八）要中断与客人谈话时1IMSORRY,SIRIMUSTGONICETALKINGWITHYOU很抱歉，先生，我必须走了。和您谈话真令人愉快。2GOODBYE,SIR/MADAM请原谅我。（九）若客人客气地与你说声“有个愉快的周末”等祝贺语的时候；1THANKYOUYOUTOO,SIR/MADAM谢谢您。您也一样，先生/小姐。2THANKYOUANDYOU,SIR/MADAM谢谢您。您也是，先生/小姐。3THANKYOUTHESAMETOYOU,SIR/MADAM谢谢您。您也一样，先生/小姐。（十）要打断客人的谈话时，应说1EXCUSEMEFORINTERRUPTING对不起，打扰了。2MAYITAKEUPAFEWMINUTESOFYOURTIME我能占用你们一会儿时间吗3MAYISPEAKTOYOUFORAMOMENT,SIR/MADAM我能与您谈会儿吗，先生/小姐。（十一）当客人催促时SORRYTOKEEPYOUWAITING,ILLSEETOITRIGHTAWAY抱歉，让您久等了，我马上查看。（十二）向客人展示单据等物时HEREISYOURSIR/MADAM这是您的，先生/小姐。（十三）接受投诉或批评时1THANKYOUFORTELLINGUS,SIR/MADAMIASSUREYOUITWONTHAPPENAGAIN谢谢您告诉我们这些，先生/小姐。我保证今后再也不会发生这种事情了。2ILLSPEAKTOOURMANAGERABOUTIT,PLEASEACCEPTOURAPLOLGIES我会报告我的经理，请接受我们的道歉。（十四）处理错误或过失时；1IMRETTIBLYSORRYTHERECOULDHAVEBEENSOMEMISTAKEIDOAPOLOGIZE非常抱歉，一定出错了，实在对不起。2IMSORRY,SIR/MADAMILLLOOKINTOTHEMATTERATONCE对不起，先生/小姐。我马上查核这件事。（十五）当你听不懂时1IMSORRYIDONTUNDERSTANDILLGETYOUTHEMANAGER对不起，我不明白，我去叫经理来。2IMSORRY,IDONTUNDERSTANDCANYOUSHOWME对不起，我听不懂，请问您能给我看吗（十六）请客人作某种事情时1COULDYOUSIGNHERE,PLEASE请问您能（在这儿签名）吗2MAYIASKYOUTORETURNIN5MINUTES,SIR/MADAM我能请您（在五分钟内返回）吗，先生/小姐3COULDIHAVEYOURNAME,SIR/MADAM能告诉我您的名字吗，先生/小姐（十七）听到对客人不利的事时IMSORRYTOHEARTHATIHOPEYOUWILLBEBETTERSOON真抱歉听到这个消息，希望您很快就会好起来。（十八）当你知道客人一个好消息时IMGLADTOHEARTHAT很高兴听到这个消息。（十九）当客人因为自己动作慢、手脚不灵或残疾而感到困窘时1PLEASETAKEYOURTIME,SIRTHERESNOHURRY请慢慢来，先生。不用忙。2DONTWORRY,MADAMWELLSEETOIT不必担心，夫人。我们会料理的。3DONTWORRY,SIRWELLCLEANITUP不必担心，先生。我们会把它收拾干净的。（二十）当客情忙，你不能同时招呼两位客人时；ILLBEWITHYOUINAMOMENT,SIR/MADAM我一会儿就为您服务，先生/小姐。（二十一）当人手短缺而外宾需要服务时1ILLBEWITHYOUINMOMENT,SIR我一会儿就来招呼您，先生。2ILLSORRYIMUSTTAKEEACHGUESTBYTURN,SIR很抱歉，我必须按先后次序为顾客服务，先生。3ILLBEWITHYOUASSOONASPOSSIBLE我将尽快来为您服务。十三、酒店部门名称NAMESOFTHEHOTELSECTIONSDEPARTMENT部门EXECUTIVEOFFICE行政办ENGINEERINGDEPT工程部HUMANRESOURCESDEPT人力资源部ACCOUNTINGDEPT财务部FOODBEVERAGEDEPT餐饮部SECURITYDEPT安全部SALESMARKETINGDEPT市场部FRONTOFFICEDEPT前厅部RECREATIONDEPT康乐部PUBLICRELATIONSDEPT公关部HOUSEKEEPINGDEPT管家部RESERVATION预订处BUSINESSCENTER商务中心RECEPTION接待处INFORMATION问询处CASHIERS收银处CHINESERESTAURANT中餐厅WESTERNRESTAURANT西餐厅LOBBYBAR大堂吧BEAUTYSALON美容中心NIGHTCLUB夜总会SWIMMINGPOOL游泳池SAUNA桑拿SHOPPINGMALL购物中心CLINIC医务室MULTIFUNCTIONHALL多功能厅CHATTINGBAR聊天吧REFLEXOLOGYSERVICECENTER足浴中心TABLETENNISROOM乒乓球室BILLIARDSROOM桌球室FITNESSCENTER健身中心TENNISCOURT网球场ROSEGARDEN玫瑰花园CHESSANDCARDSROOM棋牌室GRANDPASTRY名都饼屋LONGBAR廊吧FOURSEASONSCHAMBER四季轩COOKFUNTOWN国风堂YIGARBAR颐年雪茄吧NEWCENTURYHALL开元厅GRANDDYNASTYHALL竞潮厅MONTALCINOGRILL梦迪西诺扒房POSITION职位GENERALMANAGER总经理RESIDENTMANAGER驻店经理DIRECTOR总监MANAGER经理ASSISTANTMANAGER大堂副理SUPERVISOR主管CAPTAIN领班CASHIER收银员ROOMATTENDANT客房服务员CLERK职员WAITRESS餐厅女服务员WAITER餐厅男服务员OPERATOR话务员BELLBOY行李员DRIVER司机RECEPTIONIST接待员SECRETARY秘书REPAIRMAN维修员十四、节日和庆祝日FESTIVALANDCELEBRATIONSPRINGFESTIVAL春节LANTERNFESTIVAL元宵节NEWYEARSDAY元旦CHRISTMASDAY圣诞节THANKSGIVING感恩节VALENTINESDAY情人节EASTER复活节MIDAUTUMNDAY中秋节BIRTHDAY生日ANNIVERSARY周年纪念日INTERNATIONALLABORDAY国际劳动节INTERNATIONALCHILDRENSDAY国际儿童节WESTLAKEEXPOSITION西博会QIANTANGTIDALBOREFESTIVAL钱塘观潮节十五、旅游景点SCENICSPOTSWESTLAKE西湖LINYINGTEMPLE灵隐寺YUESTOMB岳庙FUTUREWORLD未来世界SONGDYNASTYTOWN宋城YELLOWDRAGONCAVE黄龙洞TAIZIBEND太子湾公园XILINGSEALENGRAVERSSOCIETY西泠印社HANGZHOURECREATIONALPARK杭州乐园ORIENTALCULTUREPARK东方文化园HOUSEHOLDSINTHEHILLS山里人家KUAHUBRIDGECULTURALSITE跨湖桥文化遗址RENMINSQUARE人民广场LIANGZHUCULTUREMUSEUM良渚文化博物馆SPRINGDAWNATHSUCAUSEWAY苏堤春晓BAMBOOLINEDPATHATYUNQI云栖竹径BREEZERUFFLEDLOTUSATQUYUANGARDEN曲苑同荷SWEETOSMANTHUSRAINATMANJUELONGVILLAGE满陇桂雨AUTUMNMOONOVERTHECLAMLAKE平湖秋月DREAMINGOFTIGERSPRINGATHUPAOVALLEY虎跑梦泉MALTINGSNOWATBROKENBRIDGE断桥残雪INQUIRINGABOUTTEAATDRAGONWELL龙井问茶ORIOLESSINGINGINTHEWILLOWS柳浪闻莺NINEGREEKSMEANDERINGTHROUGHAMISTYFOREST九溪烟树VIEWINGFISHATFLOWERHARBOR花港观鱼HEAVENLYWINDOVERWUHILL吴山天风LEIFENGPAGODAINEVENINGGLOW雷峰夕照RUANGONGISLETSUBMERGEDINGREENERY阮墩环碧TWINPEAKSPIERCINGTHECLOUD双峰插云YELLOWDRAGONCAVEDRESSEDINGREEN黄龙吐翠EVENINGBELLRINGINGATNANPINGHILL南屏晚钟CLOUDSSCURRYINGOVERJADEEMPERORHILL玉皇飞云THREEPOOLSMIRRORINGTHEMOON三潭印月PRECIOUSSTONEHILL宝石流霞前厅服务FRONTOFFICESERVICE一、关键词语KEYWORDSLOBBY大堂EMERGENCYEXIT紧急出口SAFETYBOXES保险箱PRESIDENTIALSUITE总统套房SINGLEROOM单人间STANDARDROOM标准间CHECKIN登记入住CHECKOUT退房REGISTRATIONFORM登记卡ROOMCHARGE房价SERVICECHARGE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FACESOUTH朝南TROLLEYCART行李车SPECIALRATE优惠价ARRIVALTIME到达时间DEPARTMENTTIME离开时间FLIGHTNUMBER航班号MESSAGE留言ENVELOPE信封RECEIPT收据CHEQUE支票BREAKFASTVOUCHER早餐券CREDITCARD信用卡MORNINGCALL叫醒服务二、基本句型BASICSENTENCES1DOYOUHAVEARESERVATION/HAVEYOUARESERVATION您预订过吗2HOWLONGWILLYOUBESTAYING您将要住多久3MAYIKNOWYOURNAMEANDROOMNUMBER您能告诉我您的名字与房间号码吗4HEREISYOURKEYCARD,PLEASEKEEPITUNTILYOUCHECKOUT这是您的钥匙卡，住店期间请包管好。5THANKYOUFORCALLINGWELOOKFORWARDTOSERVINGYOUGOODBYE谢谢您打电话来，我们期待为您服务，再见。6TOWHOMSHOULDWESENDTHEBILL我们应该把帐单寄给谁7WEAREFULLYBOOKEDFORALLTYPESOFROOMSONTHATNIGHT那天晚上各种类型的房间都预约额满了。8WEHOPEWELLHAVEANOTHEROPPORTUNITYOFSERVINGYOU我们希望另有机会为您效劳。9COULDYOUSHOWMEYOURPASSPORT,PLEASE能出示一下您的护照吗10DONTWORRYSIRILLCALLOURASSISTANTMANAGERTOHELPYOUNOW别着急，先生。我传呼大堂副理来帮您。11OURBELLBOYWILLYOURBAGSANDSHOWYOUTHEROOM我们的行李员会帮您拿行李，并领您去房间。12IMAFRAIDITSAGAINSTTHEHOTELSREGULATIONS很抱歉，这违反酒店的规章制度。13WELLHAVETOCHARGEYOU50PERCENTOFTHEROOMRATEEXTRA,IFYOUCANTCHECKOUTBEFORE1200AM中午1200前未离店的客人需加收50的房费。14ISTHEREANYTHINGVALUABLEORBREAKABLEINYOURBAG您包里有贵重或易碎物品吗15YOUCANGETYOURMONEYCHANGEDATTHECASHIERSDESK您可以去收银处兑换钱。16IMSORRY,SIRTHEREHASBEENAMISTAKEPLEASEWAITAMOMENTWHILEICORRECTTHEBILL对不起，先生，这里有些错，请您稍候，让我更正一下。17ITTAKESABOUT30MINUTESBYTAXITOTHEXIAOSHANAIRPORTTHECHARGEIS100YUAN到萧山机场大约需要30分钟，费用是100元。18PLEASEGIVETHESLIPTOTHETAXIDRIVERANDHELLTAKEYOUTHERE请把这张字条交给出租车司机，他会送您到那里的。19HEREISABROCHUREEXPLAININGHOTELSERVICES这儿用说明酒店的服务手册。20THEREARESAFETYDEPOSITBOXESATTHEFRONTDESK总台有存放贵物品的保险箱。21ASAHOTELPOLICY,WEREQUIREONEDAYSROOMCHARGEASDEPOSITFORGUESTSWITHOUTRESERVATION根据酒店规定，对于没有预订的客人，我们要收一天的费用作为押金。22DOYOUNEEDAMAPORHOTELCARD请问您要地图或是酒店名片吗23SIR,YOUMAYKEEPTHEROOMUNTILSIXOCLOCKINTHEAFTERNOON,BUTIMAFRAIDIHAVETOCHARGEYOUAHALFDAYSROOMCHARGEACCORDINGTOTHEHOTELPOLICY先生，您可将房间保留至下午6时，但根据宾馆规定，恐怕我们要收半天房租。24SORRY,WEHAVENODOMESTICCOLLECTCALLSERVICEYOUHAVETOPAYFORTHECALLYOURSELF对不起，国内电话是没有对方付费的，您得自己付款。25FOROUTSIDECALLS,PLEASEPRESS9FIRSTANDWHENYOUHEARTHEDIALINGTONE,PRESSTHENUMBERYOUWANT打外线请先按9，听到声响后再按您的要的号码。26YOUDBETTERREQUESTAMORNINGCALL您最好要求叫醒服务。27WOULDYOULIKEMETOCALLATAXIFORYOU请问需要帮您叫车吗28WELLSENDYOURORIGINALCOPYTOYOURROOMAFTERWEHAVEFAXEDTHAT我们发出传真后，会把您的原文送到您房间去的。29ISTHEREANYTHINGVALUABLEORBREAKABLEINYOURBAG您包里有贵重或易碎物品吗30PLEASEPAYATTHECASHIERSDESKOVERTHERE请去那边帐台付款。三、情景对话CONVERSATIONAROOMRESERVATIONRESERVATIONISTNEWCENTURYGRANDHOTEL,RESERVATIONDESKCANIHELPYOUGUESTIANCALLINGFROMPARISIDLIKETORESERVEAROOMINYOURHOTELRWHATKINDORROOMWOULDYOULIKE,SIRWEHAVESINGLEROOMS,DOUBLEROOMS,SUITESETC,GASUITE,PLEASERWHICHDATEWOULDTHATBEGFROMOCTOBER15TH,ANDFORTHREENIGHTSROK,SIRCOULDYOUHOLDTHELINE,PLEASEILLCHECKOURROOMAVAILABILITYFORTHOSEDAYSTHANKYOUFORWAITING,SIRYOURROOMISCONFIRMEDWOULDYOULIKEBREAKFASTGYES,OFCOURSERCANYOUGIVEMEYOURNAMEPLEASE,SIRGGEORGEBROWNRMRBROWNMAYIHAVEYOURPHONENUMBERPLEASEGYES,THENUMBERIS00313212345RWHATTIMEDOYOUEXPERTTOARRIVEMRBROWNGOH,AROUND6PMISUPPOSERMR,BROWNIDLIKETOCONFIRMYOURRESERVATIONASUITEROOMFORTHREENIGHTSFROMOCTOBER15THTO17TH,THEPHONENUMBER003313212345AMIRIGHTGYES,THANKYOURYOUAREWELCOMEWELOOKFORWARDTOSERVINGYOUBREGISTRATIONCLERKGOODAFTERNOONWELCOMETOTHENEWCENTURYGRANDHOTELMAYIHELPYOU,SIRGUESTYES,IDLIKETOCHECKIN,PLEASECCERTAINLY,SIRMAYIHAVEYOURNAME,PLEASEGYES,ITSGEORGEBROWNCDOYOUHAVEARESERVATIONWITHUS,MRBROWNGYESCJUSTAMOMENT,PLEASEILLCHECKOURRESERVATIONRECORDTHANKYOUFORWAITING,MRBROWNYOURRESERVATIONISFORASUITEFORTHREENIGHTSCOULDYOUFILLOUTTHEREGISTRATIONSCARD,PLEASEGOK,THANKYOUCHOWWOULDYOULIKETOMAKEPAYMENT,MRBROWNGBYCREDITCARDCMAYITAKEAPRINTOFTHECARD,PLEASETHANKYOU,MRBROWNYOURROOMIS3706ONTHE37FLOORJUSTAMOMENTPLEASEABELLBOYWILLSHOWYOUTOYOURROOMIHOPEYOUWILLENJOYYOURSTAYCDEPOSITINGBAGSGUESTIDLIKETOLEAVETHESEWITHYOUBELLMANCERTAINLY,SIRHOWMANYPIECESGFIVEINALLBISTHEREANYTHINGVALUABLEORBREAKABLEINYOURBAGSGNO,BTHANKYOUGWHENDOSETHECLOAKROOMCLOSEBTHECLOAKROOMISOPENUNTIL9PMHEREARETHENAMETAGSGTHANKYOU,GOODBYEBGOODBYE,DBUSINESSCENTERCLERKGOODMORNINGBUSINESSCENTER,MAYIHELPYOUGUESTGOODMORNINGTHISISHENRYBELLOWCALLINGFROMROOM3904WOULDYOUMINDGIVINGMESOMEINFORMATIONONYOURSERVICESCCERTAINLY,MR,BELLOWWEHAVEALOTOFFACILITIESTOOFFERSECRETARYSERVICEFOROURBUSINESSGUEST,GIHAVESOMEDOCUMENTSTOBETYPEDATTHEMOMENTANDIHOPETHEYWILLBEREADYBEFORE300PMTODAYCHOWMANYPAGESARETHEYINALLGITWILLBEABOUT20PAGESCWELL,ITSRATHERATOUGHJOB,BUTWELLTRYOURBEST,MRBELLOWGGOOD,IDREALLYAPPRECIATEITIFITCOULDBEARRANGED,A,预订客房预订员您好开元名都大酒店，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003313212345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003313212345。对吗客是的，谢谢。员别客气。我们期待为您服务。B，登记入住职员下午好，欢迎光临开元名都大酒店。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，我希望完成。客房服务HOUSEKEEPINGSERVICE一、关键词语KEYWORDSBED床BASIN洗脸盆SINGLEBED单人床BATHTUB浴缸DOUBLESIZEBED双人床SHOWERCAP浴帽EXTRABED加床SHAMPOO洗发水SHEET床单CONDITIONER护发素BLANKET毛毯COMB梳子QUILT棉被TOOTHPASTE牙膏BEDSPREAD床罩TOOTHBRUSH牙刷PILLOW枕头SOAP肥皂PILLOWCASE枕头套BEDSIDE肥皂碟BEDSIDE床头柜COTTONTIPS棉签WARDROBECLOSET水龙头SWITCH开关SHOWERCURTAIN浴帘LAMPSHADE灯罩TOWELRAIL毛巾架BULBHOLDER灯头BATHROBE浴衣LAMPSHADE灯罩TOWELRAIL毛巾架BULBHOLDER灯头BATHROBE浴衣BULB灯泡TANK水箱SOCKET插座SHOWERHEAD喷头HAIRDRYER电吹头TELEPHONE电话SHAVER剃须刀TELEPHONEDIRECTORY电话目录ELECTRICRAZOR电动剃须刀SLIPPERS拖鞋GLASS水杯BALLPEN圆珠笔ASHTRAY烟灰缸AEROGRAM航空邮件MATCH火柴QUESTIONNAIRE意见书TEATABLE茶几POSTCARD明信片CURTAIN窗帘BROCHURE酒店简介BLACKOUTDRAPE遮光窗帘HOTELCARD酒店名片CLOTHBRUSH衣刷DESK写字台SHOEHORN鞋拔STATIONERYFOLDER文件夹MIRROR镜子LETTERPAPER信纸CLOTHESHANGER衣架AIRMAILENVELOPE航空信封CARPET地毯SERVICEDIRECTORY服务指南RUBBISHBIN垃圾桶SEWINGKIT针线包TOILET恭桶BATHFOAM淋浴液BODYLOTION润肤露QUALITYEXECUTIVE行政楼层BATHROOM浴室DELUXESUIT豪华套房REFRIGERATOR冰箱DOUBLEROOM双人房CHAIR椅子TWINROOM双床房SOFA沙发STEPPINGPAD垫脚凳BEDLIGHT床头灯SAFETYBOX保险箱TELEPHONE电话机PAINTING壁画SHOEBRUSH鞋刷BATHWATTOWEL地巾BATHTOWEL浴巾TOWEL毛巾HANDTOWEL方巾ALARMCLOCK闹钟TVREMOTECONTROL遥控器TABLELAMP台灯FLOORLAMP落地灯SCISSORS剪刀TOILETPAPER卫生纸TISSUE面巾纸二、基本句型BASICSENTENCES1、WELCOMETO19THFOLLR欢迎光临19楼。2、HOUSEKEEPING,MAYICOMEIN客房服务员，我可以进来吗3、WHENWOULDYOULIKEMETOCLEANYOURROOM,SIR您要我什么时间来为您整理房间，先生4、MAYICL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