国际酒店英语培训-客房部

1、chapter 3 hskp english 客客 房房 部部 英英 语语 第 2 页 hskp english.xls clean the room 清清 洁洁 客客 房房 1 1 vocabulary 词 汇 wall/wall paper 墙/墙纸standing lamp 落地灯bed throw/runner 床旗 picture 画window 窗户flower vase 花瓶 arm chair/easy chair 扶手椅/安乐椅curtain 窗帘carpet地毯 pillow/pillow case 枕头/枕头套 cushion 坐垫mattress 床垫 sofa/set

2、tee/couch 沙发/长靠椅/睡椅bed sheet 床单mattress pad 床褥 2 2 phrases on the job 工 作 中 的 常 用 语 housekeeping, may i come in? 客房服务，可以进来吗？ may i clean your room now? 我可以现在打扫你的房间吗？ may i vacuum the room now? 可以现在吸尘吗？ excuse me. would you like me to clean now or later? 对不起，您需要现在打扫还是我过会再来？ shall i come back later? 我

3、过会再来好吗？ what time would you like me to come back? 您希望我什么时候再来？ ill be back in an hour. 我一个小时以后再来。 is there anything else i can do for you? 您还需要什么吗？ have an excellent day./enjoy your stay. 祝您有愉快的一天/祝您入住愉快。 3 3 talking to the guest 与 客 人 交 谈 at the door 进进入入房房间间以以前前的的礼礼貌貌用用语语 associate: housekeeping, m

4、ay i come in? guest: come in, please. associate: good morning, mr. li. may i clean your room now? guest: sure. / im sorry, but could you come back later? associate: yes. what time would you like me to come back? guest: in 20 minutes. asssociate: i will clean your room 20 minutes later. 第 3 页 hskp en

5、glish.xls leaving 离离开开房房间间时时的的礼礼貌貌用用语语 associate: is there anything else i can do for you? guest: no, thank you. associate: enjoy your stay, mr. li. turn down service 开开 夜夜 床床 服服 务务 1 1turn down service related vocalbulary 开开夜夜床床服服务务相相关关的的单单词词 bathroom 浴室 refrigerator 冰箱 room menu 送餐卡 balcony 阳台 lau

6、ndry bag 洗衣袋 slipper 拖鞋 air condition 空调 laundry list 洗衣单 sheer curtain 透明窗帘 tv set 电视机 mineral water 矿泉水 shutter 百叶窗 remote control 遥控器 towel 毛巾 ice cube 冰块 ice bucket 冰桶 ice tong 冰夹 safe 保险柜 2 2 phrases on the job 工 作 中 的 常 用 语 turn down service, may i come in? 开夜床服务，可以进来吗？ may i close the curtain

7、 for you? 需要我帮您拉上窗帘吗？ the mineral water on the bed side table is free. 放在床头柜上的矿泉水是免费的。 i will go and get it at once. 我马上去拿。 good night. 祝您晚安。 3 3talking to the guest 与 客 人 交 谈 associate: good afternoon, may i come in for turn down service? guest: yes, come in please. associate: is there anything els

8、e i can do for you? guest: yes, i would like to have two more bottles of mineral water. associate: immediately. here you are, sir. guest: thank you very much. associate: its my pleasure. guests requirement 客客 人人 的的 特特 殊殊 要要 求求 第 4 页 hskp english.xls 1 1vocabulary 词 汇 amenities 备用品 adaptor 多功能插座 bath

9、 towel 浴巾 bath mat 地巾 hand towel 手巾 face towel 方巾 bathrobe 浴袍 bottle opener 开瓶器 bath foam 沐浴露 shampoo 洗发露 conditioner 护发素 extra pillow 备用枕头 tooth paste 牙膏 tooth brush 牙刷 tissue 面纸 extra bed 加床 toilet paper 卷纸 hanger 衣架 match 火柴 razor/shaver 剃须刀 shopping bag 购物袋 2 2 phrases on the job 工 作 中 的 常 用 语 c

10、ould i have one more bath towel/hand towel/face towel/bathrobe? 能不能给再给我一条浴巾/手巾/面巾/浴袍？ may i have an extra pillow/extra bed? 可不可以给我一个备用枕头/加床？ can i borrow an adapter, please. 能不能借一个插座？ i need two more hangers. 多给我两个衣架。 i will get them immediately. 我立即去取。 here are the towels you want. 这是您要的毛巾。 may i h

11、ave your name and room number, please? 请问您的姓名和房号？ im sorry to keep you waiting. 很抱歉让您久等了。 3 3talking to the guest 与 客 人 交 谈 extra pillows 要要更更多多的的枕枕头头 guest: excuse me, may i have an extra pillow? associate: certainly, ill get one for you immediately. guest: also, could i have two more hangers pleas

12、e? associate: yes. here are your pillow and hangers. guest: thank you. adapter guest: may i borrow an adapter? associate: yes, i will bring it to you immediately. sorry to keep you waiting. here is what you want. guest: thank you. associate: my pleasure open the safe 开开保保险险箱箱 guest: i can not open m

13、y safe. can you help me to open it? associate: yes. let me call my manager to assist you. 第 5 页 hskp english.xls guest: thank you. associate: my pleasure. open the door 开开门门服服务务 associate: good evening, sir. how may i help you? guest: yes. can you open the door for me? i did not take my master card

14、with me. associate: im sorry, i m afraid i can not open the door for you for the safety reason. please go to the front desk, im sure they will help you. guest: i understand. thank you just the same. guests complaint 客客 人人 不不 满满 意意 1 1vocabulary 词 汇 smoke 吸烟 smell 味道 light bulb 灯泡 burn out 烧坏了 clog/b

15、locked 堵塞 internet access 网络接口 stain 沾污 toilet 马桶 water basin 洗脸盆 bathtub 浴缸 control knob 控制旋钮 kettle 电热水壶 leakage 漏水 tv channel 电视频道 disturb 打扰 ashtray 烟灰缸 maintenance 维修工 2 2 phrases on the job 工 作 中 的 常 用 语 there is a strong smoke smell in my room. 房间里有很浓的烟味。 the light bulb on the bedside lamp is

16、 burnt out. 床头灯泡烧了。 the remote control/kettle/air conditioner/ tv set does not work. 遥控器电水壶空调电视机坏了。 my toilet/water basin/bathtub is leakage(clogged). 马桶洗脸盆浴缸漏水(堵塞）了。 my bathroom was not cleaned. 浴室不干净。 the switch is broken. 开关坏了。 something wrong with tv system, all tv channels are missing. 电视机收不到任何

17、频道。 there is something wrong with the internet access in my room. 我房间上网有问题。 may i have a look? 让我来看一下。 im sorry, ill report to the maintenance immediately. 对不起，我马上报告工程部。 we apologize for the inconvenience. 给您带来的不便深表歉意。 第 6 页 hskp english.xls ill have our maintenance to fix it for you immedietely. 我马

18、上让工程部的同事来帮您修理。 3 3talking to the guest 与 客 人 交 谈 air conditioning problem guest: excuse me, could you do something about the air conditioning in my room? associate: yes, sir. whats wrong with it? guest: there is no cold air coming out from the air conditioner and the control knob doesnt work. associ

19、ate: i see. ill report it to the maintenance. we apologize for the inconvenience. complaint about quality of cleaning service guest: my room in not clean. associate: im sorry. let me clean it for you immediately. tv problem guest: there is something wrong with my tv set. associate: what seems to be

20、the problem? / whats wrong? guest: the picutre is not clear. associate: ill inform the maintenance at once and send someone to fix it for you. toilet clogged guest: the bath tub is clogged. associate: ill inform the maintenance at once. laundry service 洗洗 衣衣 服服 务务 1 1vocabulary 词 汇 dry cleaning 干洗 w

21、ash 水洗 press 熨烫 t-shirt t恤 shirt / blouse 衬衫 shorts 短裤 pants 长裤 skirt 裙子 underwear 内衣 hanged 挂起来 pick up 收取 fold 叠 express service 快洗服务 return 送回 surcharge 加收 2 2 phrases on the job 工 作 中 的 常 用 语 do you have any laundry, please? 请问有洗衣吗？ do you want your clothes folded or hung? 您的衣服要折叠还是挂起来？ there is

22、 a 50% surcharge for express service. 快洗服务收取附加费。 do you want to have your t-shirt dry cleaned or washed? 您的t恤要干洗还是水洗？ can i have it pressed? 能帮我熨烫一下吗？ im here to pick up your laundry. 第 7 页 hskp english.xls 我来收取您的洗衣。 3 3talking to the guest 与 客 人 交 谈 collect laundry associate: good morning, mr.black

23、. may i know if you have some laundry to wash? guest: yes, could you assist me fill out/complete the laundry list? associate: im very glad to serve you. 4 4vocabulary 词 汇 shrink/shrunk 缩水/缩水的 fade/faded 褪色/褪色的 stained 有污点的 hole 洞 split 裂缝 dye 染色 damage 损坏 mend 补 cotton 棉 silk 真丝 button 扣子 collar 衣领

24、lose line 脱线 leather 皮革 linen 亚麻 5 5 phrases on the job 工 作 中 的 常 用 语 how many laundries did you send? 您一共送洗了多少件衣服？ you mean your laundry has not been returned. 你的意思洗衣没有送回来。 did you check your wardrobe? 您看过您的衣柜了吗？ sorry for bothering you. 很抱歉打扰您了。 6 6talking to the guest 与 客 人 交 谈 associate: good ev

25、ening, mr. taylor. how may i help you? guest: good evening. i sent 3 laundries this morning, but they have not been returned till now. ill check out very early tomorrow morning. associate: im sorry for the problem. let me have a check and get back to you in 5 minutes. your room number is 1809, right

26、? guest: yes. associate: (after checking) im sorry to keep you waiting. i have checked with my colleagues. and they said your laundries have been returned. did you check your closet? guest: closet? associate: normally we hang the laundry there. guest: no. i did not. one moment, ill check it. they ar

27、e there. sorry for bothering you. associate: it doesnt matter. have an excellent evening. 7 7 phrases on the job 工 作 中 的 常 用 语 my shirt is badly shrunk/faded. 我的衬衫严重缩水/褪色。 we are not able to remove the stain. 我们无法去掉这个污点。 第 8 页 hskp english.xls we are afraid the color will fade. 恐怕会褪色。 there is a hol

28、e in your pants 您的裤子上有一个洞。 we can mend it for you. 我们能给您补一下。 8 8talking to the guest 与 客 人 交 谈 guest: this is martin speaking. associate: good morning, ms. martin. this is laundry service. you have a t-shirt needs removing the stain. guest: yes. thats right. did it work? associate: well, weve tried

29、but it is not so easy. we can have another try, but then the color might fade, guest: oh no. associate: what do you expect us to do? guest: i think the best is just to wash the t-shirt and leave the stain as it is. associate: all right. there is another thing, there is a hole in the t-shirt. guest:

30、oh, yes? is there? i didnt know. associate: yes, but it isnt bad. we can mend it for you. guest: please. that would be very nice. associate: we will wash and mend your t-shirt. wish you an excellent day, ms. martin. guest: thank you very much and thanks for calling. 9 9 phrases on the job 工 作 中 的 常

31、用 语 i missed a pair of socks. 我的一双袜子丢了。 what color are your socks? 您的袜子是什么颜色的？ ill send them to your room in 10 minutes. 我在10分钟内送到您的房间。 ill see if i can find them. 我查一查是否能找到它们。 public area 公公 共共 区区 域域 1 1 vocabulary 词 汇 at the main entrance 在酒店入口 in the lobby 在大堂 clean the window 清洁窗户 dust the door

32、给门抹尘 change the ashtray 换烟灰缸 vacuum carpet 给地毯吸尘 第 9 页 hskp english.xls marble floor 大理石地面 house phone 内线电话 washroom/toilet/restroom/wc 洗手间 elevator/lift 电梯 toilet paper 卫生纸 hand towel 手巾 on the second floor 在二楼 polish the floor 地面抛光 go downstairs 下楼 go upstairs 上楼 sweep the floor 扫地 wax the furnitu

33、re 给家俱打蜡 empty the dustbin 倒垃圾桶 2 2 phrases on the job 工 作 中 的 常 用 语 excuse me, madam. can i help you? 对不起，夫人，我能帮您什么吗？ where is the washroom? 洗手间在哪里？ the lift is over there. 电梯在那边。 let me show you to the washroom. 让我带您去洗手间吧。 the lobby is on the second floor. 大堂在酒店的2楼。 where can i find a house phone?

34、 内线电话在哪里？ they are on your left/right. 在您的左边/右边。 第 10 页 hskp english.xls commonly-used floor vocabulary 常常 用用 词词 汇汇 guest rooms 客 房 ac ashtray烟灰缸coffee mug咖啡杯 area区域coasters杯垫 arm chair扶手椅carpet地毯 air-condition空调coffee dish咖啡碟 air mail envelop航空信封easy chair / arm chair 安乐椅/ 扶手椅 air fresher空气清新剂extra

35、 pillow备用枕头 air condition switch空调开关coffee spoon咖啡匙 alarm clock闹钟chinese tea cup中国茶杯 adapter多功能插座cotton balls/buds棉花球/ 签 amenities备品chopsticks筷子 bcomb 梳子 bathroom浴室conditioner护发素 bed side lamp床头灯clog堵塞 bed side table床头柜closet/wardrobe衣柜 basin洗脸盆clothes line晾衣绳 balcony阳台calendar日历 bell push电铃按钮corrid

36、or走廊 bath mat 浴垫corridor lamp走道灯 baggage /luggage rack 行李架closet lamp壁柜灯 bath tub浴缸ceiling fan吊扇 brown sugar黄糖chair椅子 bright-dim明亮的/暗淡的cushion坐垫 burnt out烧坏的counter柜台 bath salt浴盐coffee table茶几 bath robe浴袍curtains窗帘 body lotion润肤露cd playercd 机 black tea红茶clock闹钟 button按钮cabinet / cupboard柜橱 bath foam

37、 / gel沐浴露cutting board切菜板 bowl碗ceiling天花板 bath towel浴巾g bedspread床罩guest folder文具夹 brandy glass白兰地酒杯glass wrapper杯套 blanket毯子guest comment宾客意见书 bed sheet被单green tea绿茶 bath tub stopper浴缸塞glass玻璃 broom扫把h bath mat 地巾hair dryer吹风机 baby cot婴儿床hi-ball glass高脚杯 bottle warmer热奶瓶health scale地秤 bottle openne

38、r开瓶器hand towel手巾 bedside table床头柜hanger衣架 第 11 页 hskp english.xls bath mat 地巾handle把手 di dnd card请勿打扰卡iron/iron board烫斗/熨板 disposal/sanitary bag 卫生袋 ice bucket冰桶 duvet cover被套ice tongs冰夹 desk 桌子k disinfectant消毒剂knife刀子 drainage下水道king size bed单人床 dental kit牙具key card/room key钥匙卡 desk lamp台灯kettle电热水

39、壶 do not disturb sign请勿打扰牌kettle tray电热水壶托盘 doorway门口knob旋钮 doorknob门锁把手kimono日式和服 double bed双人床l dresser/chest of drawers 五斗橱laundry list / form洗衣单 door门love seat / settee双人沙发 door bell门铃light bulb灯泡 door lock门锁laundry bag洗衣袋 draw画luggage rack/baggage rack行李架 desk桌子linen布草 duster抹布m emicrowave(oven

40、) 微波炉（烤箱） exhaust hood排气盖mirror lamp镜灯 extension cord接线板mirror镜子 envelop信封marble大理石 fmattress pad 床褥 furniture家具mop拖把 full-length mirror穿衣镜matches火柴 fan风扇minibar voucher迷你吧单 floor lamp地灯milk bottle奶瓶 tissue paper面纸mattress床垫 fork叉子mineral water矿泉水 floor地板mug马克杯 folding bed折叠床s face towel面巾shower cap

41、浴帽 n shopping bag 购物袋 note pad便签纸shoe horn鞋拔 psewing kit 针线包 power out let / socket 电源插座 stove (electric)炉子（电） post card明信片spoon调羹/匙 pillow/pillow case枕头/枕套sink洗涤槽 plugs插头sofa / settee / couch沙发/ 长靠椅/ 睡椅 picture画safe deposit box保险箱 plant植物shoe shine/shoe polishing鞋擦 plate碟子/盘子shutter百叶窗 plastic bag塑

42、料袋shelf架子/搁板 plunger手压皮碗泵switch开关 pot锅/盆/壶t plug插头telephone set电话机 第 12 页 hskp english.xls picture frame画架telephone director电话指南 q tiles 瓷砖 quiltduvet被子tv set television电视机 rtransformer 变压器 room menu送餐卡toilet cover马桶水箱盖 razor/shaver剃须刀tooth brush/paste牙刷/膏 rubbish bin/waste bin 垃圾箱 tumbler漱口杯 rubber

43、 gloves橡胶手套thermos热水壶 refrigerator电冰箱toilet roll厕纸 rollaway / extra bed加床talcum powder爽身粉 remote control遥控器u supstairs 上一楼 sink basin洗手盆umbrella雨伞 soap dish香皂碟v sanitary/disposal bag 卫生袋 video machine / player录像机 shower curtain浴帘vase花瓶 stain沾污vacuum-cleaner吸尘器 stuffy气闷的vase/flower花瓶/花 sheer curtain纱

44、帘w shower head花洒wall墙 slipper拖鞋wallpaper墙纸 service directory服务指南windowsill窗台 shampoo洗发露wall lamp壁灯 wardrobe壁柜 wash basin洗脸盆 water tank 水桶 wash cloth小方巾 window platform窗台 wall closet壁橱 window窗户 water tap水龙头 第 13 页 hskp english.xls laundry vocabulary 洗 衣 房 词 汇 apron围裙shirt, blouse衬衫 anorak, duffle coat有帽夹克dress长裙 buttonhole钮扣孔dress coat , tail 燕尾服 broad-brimmed straw hatevening dress夜礼服 宽边草帽dust co