现代酒店英语实务教程

1、.现代酒店英语实务教程现代酒店英语实务教程 01（客房预订）现代酒店英语实务教程 02（登记入住）现代酒店英语实务教程 03（处理投诉）暂缺现代酒店英语实务教程 04（结账退宿）现代酒店英语实务教程 05（客房迎宾服务）现代酒店英语实务教程 06（客房清理服务）现代酒店英语实务教程 07（客房洗衣服务）现代酒店英语实务教程 08（客房送餐服务）现代酒店英语实务教程 09（客房其他服务）暂缺现代酒店英语实务教程 10（处理客房突发事件）现代酒店英语实务教程 11（餐厅预订服务）现代酒店英语实务教程 12（餐厅迎客服务）现代酒店英语实务教程 13（点菜服务）现代酒店英语实务教程 14（上菜服务与席

2、间服务）暂缺现代酒店英语实务教程 15（酒水服务）暂缺现代酒店英语实务教程 16（文秘服务）暂缺现代酒店英语实务教程 17（提供信息）暂缺现代酒店英语实务教程 18（会务服务）现代酒店英语实务教程 19（票务服务）现代酒店英语实务教程 20（电话服务）暂缺现代酒店英语实务教程 21（康乐中心服务）暂缺现代酒店英语实务教程 22（寄存服务）=现代酒店英语实务教程 01（客房预订）Room Reservation八.经典对话-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. 常用句型百宝箱1）预定基本应对：1. Do you have one single room for two nights我想订俩个晚上的单人房一间行吗？2. Room reservations, can I help you Reservations, can I help you客房预订部可以为你效劳吗？3. I'd like t

8、o reserve a room. 我想订个房间。4.How many nights do you wish to stay您希望住几晚？5. How much is the room房租是多少钱？6. Which date will that be要订在什么时候？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能告诉我您的姓名电话和电子邮件吗？9. How do you spell th

9、at请问怎么拼写？10. Could you hold the line please. I will check our room availability.请别挂断好吗， 我来查一下是否有空房间。11. Thank you for waiting sir Thank you for waiting madam.让您久等了先生 让您久等了女士12. I will arrive late but please keep my reservation.我会晚一点到达，请保留我预定的房间。13. Would you like to make a guaranteed reservation by

10、credit card您愿意用信用卡来担保预定吗？14. I'd like to confirm your reservation.我想再确认一下您的预定。2）海外预定1. May I have your airline and flight number, please请告诉我您搭乘的航空公司和班机号码号码？2. We offer free transportation to and from the airport.我们提供免费的机场送迎服务。3. We have a counter at the airport. Our representative will escort yo

11、u to the car.我们在机场设有柜台， 到时将有代表护送您上车。4. Do you know your arrival time at the airport, sir您知道您抵达机场的时间吗？5. Do you mean local time您指的是当地时间吗？6. Where can we contact you in Guangzhou在广州我们可以经由哪个单位和您联络？7. care of company. The phone number is 可以经由某某公司取得联络，他们的电话号码是8. We look forward to serving you. Have a saf

12、e trip.我们期待为您服务。祝您旅途平安。3）对房间和床具的偏好1. What kind of room would you prefer你想要什么样的房间2. I'd like to reserve a room with the sea view.mountain view.我想订一间看得到海山的房间3.I'd like a room with a very large bed I'd like a room with a very large balcony.我想要一间有大床的房间我想要一间有阳台的房间4. Certainly, sir. We will bo

13、ok you into a room with the queen size bedthe king size bed. 好的先生，我们会为您登记一间有大号床的房间 特大号床的房间4）房价和付款事项1. A single room is 80 US dollars per night with ten percent tax and ten percent service charge.单人房每晚80美金外加10%的税金和10%的服务费。2.We have a double at 800 Hong kong dollars and 1000 Hong kong dollars availabl

14、e . Which one would you prefer我们有价格在800到1000元港币的大床间， 您喜欢哪一种呢？3. Does the price include breakfast这个价钱包括早餐吗？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.恐怕我们和贵公司没有信用贷款的协定，您得在预定日期之前预先送来银行汇票或现金作为定金。5.

15、 We offer special range for your company, sir. For a single room there is 15% discount.我们酒店为贵公司提供特价先生。单人房可以打8.5 折6. Shall we charge this to your company 我们是向贵公司收费吗？7. Which department of your company should bill be made out to 我们应该将账单送到贵公司的哪个部门？8.Do you accept credit card do you accept traveller'

16、;s check.你们酒店接受信用卡吗 你们酒店接受旅行支票吗5)指定的房间没空缺或酒店客满1. Im afraid we have no twin room available but we can offer you a double room.我们恐怕没有多余的双床间了，但是我们可以给您提供一个大床间。2. I'm afrai we have no swathe available . Would you mind a twin instead我们恐怕没有多余的套间了， 你建议改定双床间吗？3. I'm sorry but we are fully booked thos

17、e days as it is the peak season.很抱歉因为是旺季， 那段时间的客房都被订光了。4. Is it possible for you to change your reservation date您可不可以改变预定日期呢？5.This is the businest season. I'm very sorry but could you call this later again this weekend we may have some cancellation.现在是旺季非常抱歉。但是请你这个周末再打电话来好吗？可能会有人取消预订6. Can you

18、book me into another hotel in this area.可不可以在当地为我预定另一家旅馆呢7.We hope to have another opportunity to serve you.我们期待下次能为您效劳。6）确认预定1. Is this a new reservation or a confirmation call您这个电话是确认预定还是新的预定呢？2. Id like to confirm a reservation.我要确认一项预定。3. Your room is confirmed.您的预定已经得到确认。4. I'm afraid that

19、we have no record of your reservation for that date in your name.恐怕我们没有您那天预定的记录5. Shall I make a reservation for you now我现在为您预订好吗？6. When did you make the reservation您什么时候预定的7. In whose name was the reservation made这项预定是用谁的名字订的7）为客人更改、取消、延长预定1. I'd like to extend my reservation for one more nigh

20、t.我想将预定再延长一晚2. We will extend the reservation for you.我们会为您延长预定的3. I'd like to change a reservation. I'd like to cancel a reservation我要更改一项预定。 我要取消一项预定4. Certainly, sir. We will make the change for you.We will make the cancellaton for you.当然可以先生。 我们会为您更改预定 我们会为您取消预订。 =现代酒店英语实务教程 02（登记入住）Unit

21、 3 Reception 登记入住经典对话C=Front Office Clerk 前台服务员 G=Guest 顾客C: Good afternoon. Welcome to XX hotel. May I help you?下午好！欢迎光临XX酒店。能为您效劳吗？G: Yes, Id like check-in, please.我要登记住宿。C: Certainly, Sir. May I have your name, please?好的，先生。请问大名？G: Im Lawrence Brown.我叫劳伦斯 布朗。C: Do you have reservation with us. Mr

22、. Brown?布朗先生，您预订了房间了吗？G: Yes, from tonight.是的，预订了。从今晚开始。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?请稍后，我检查一下预订记录。（过了一会儿）让您久等了，布朗先生，您预订了从3月5日到7日3个晚上的双

23、床间，是这样的吗？G: Exactly.对。C: Could you fill out the registration form, please?请填写这张登记表好吗？G: Fine (Fill the form)好的（填写表格）C: How would you like to make payment?您打算如何付款呢？G: By American Express Card.用美国运通信用卡。C: May I take a print of the card, please?请让我划印一下你的卡，好吗？G: Sure, here you are.好的，给你。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. 谢谢您，布朗先生。您的房间是9楼的2809号房，服务员会带您过去，希望您住得愉快。常用句型百宝箱1、 入住基本应对1） You can just skip that, and Ill fill it in for you later on.你可以先不填这一项，我待会儿帮您补上。2） Please sign at the bottom on the right han

25、d side.请在右下角签名3） May I see some identifications?我能看看您的身份证件吗？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. =现代酒店英语实务教程 04（结账退宿）. 经典对话 (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. . 常用句型百宝箱 1. 结帐基本应对 1）Just a moment, please. The cashier will have your bill ready in a moment. 请稍等，收银员马上会准备好您的账单。 2) I will calculate/draw up the bill for you. 我帮

28、您结帐单。 3) Thank you for waiting, Mr. X, here is your bill. Would you like check? 让您久等了，X先生。这是您的账单，您要核对一下吗？ 4) Would you like a breakdown of the bill? 您的帐目要细分吗？ 5) Thats much more than I expected. 那比我预料中的要超出许多。 6) Shall I explain some items for you? 要我解释什么收费款项吗？ 7) If you think there is any error in y

29、our bill, we can check it for you. 如果您认为帐目有错，我们可以为您核对一下。 8) “L” stands for laundry, and “T” means telephone call charge. L代表洗衣费，T表示电话费。 9) I am afraid it is not enough to cover the amount/ cant cover the amount. 恐怕那不够付账。 10) How would you settle the bill/ make payment? 您打算如何付账呢？ 11) In cash/ By cred

30、it card/ By travels check. 用现金、信用卡、旅行支票付账。 12) May I have an invoice? 可以给我开张发票吗？ 13) Certainly, sir. May I know the name of your company? 当然可以，先生。请问贵公司宝号？ 14) Heres your change and receipt/invoice. 这是您的零钱和收据/发票。 15) Ill call the bellman to take your baggage down. 我会叫个服务员给你行李拿下来。 2. 由第三方付款的结帐退宿 1）You

31、r bill will be paid by XX company./ XX company has arranged to pay your bill. 您的账单由XX公司支付。 2）Could you make out two separate bills for me? 可以给我分开两张账单吗？ 3) What charges does each bill cover, please? 请问每张账单博啊阔那些费用？4) One bill covers the room rent and telephone rate. They are paid by our company. 一张账单包

32、括房租和电话费，这些是由我们公司支付。 5) May I have your signature, please? 请您签个名，好吗？ 6) Could you sign your name here, please? 请您在这儿签名，好吗？ 7) May I have two of your business cards, please? 8) May I have two of your business cards, please? 请给我两张您的名片，好吗？ 3、兑换外币 1）Id like to change these US dollars into RMB. 我想把这些美元兑换成

33、人民币。 2）Could you fill out this form, please? 请您填写这张表格好吗？ 3）The exchange rate of US dollar to RMB is 100:823, that will give you RMB XX yuan. 美元兑人民币的汇率是100：823， 那就是要给您xx元人民币。 4) Would you like it in small or large bills? 您想要小额还是大额的钞票？ 5) Please keep the receipt, youll have to produce it when you want

34、 to change your money back. 请保管好您的收据，您要换回钱币的时候需要出示它。 6) Im afraid that we only offer one-way change. 恐怕我们只提供单向兑换。 7) We have a change limit of US$ XX between 9 p.m. and 8 a.m. 在夜晚9点到早上8点之间，我们有xx美元兑换限额。 8) You may go to the Bank of China to change your money. 您可以到中国银行去兑换。 9) If we change large amount

35、s, our cash supply runs out and we re unable to oblige our other guests. 如果兑换大额的款项而造成资金短缺，那么我们就无法为其他客人提供服务了。 10)We hope you can understand. 希望您能谅解。 4、付款时出现问题 1) Im sorry, but we are not allowed to accept personal checks. 对不起，我们不能接受个人支票。 2) Im sorry, but we dont accept personal checks according to th

36、e hotel policy. 对不起，根据酒店规定，我们不能接受个人支票。 3) Im afraid this currency is not accepted in our hotel. 我们恐怕不能接受这种货币。 4) The figures and the words on the cheque do not agree. 这个数字和您支票上写的不相符。 5) The credit card limit set by the Visa Card is US$ 1500. 维萨卡的信用限额为1500美元。 6) We need their permission to extend cre

37、dit cover that amount. 如果数目超出哪个限额，我们必须得到他们的允许。 7) Would you like to settle the difference in cash? 您愿意用现金支付差额吗？ 8) Im afraid we have no credit arrangements with your company, madam. You may by any of these credit cards instead. 女士，我们与贵公司恐怕没有信用贷款协定，您可以选用这些信用卡中的任何一种。 5、关于延迟退宿 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点之后退宿，就得付半天的房费。 2) If you check out after 6:00 p.m., youll have to pay the full rate. 如果您在下午6点之后退宿，就得付一天的房费。 6、算错了账款 1) Im sorry to hear that. 很抱歉听您这么说。 2) Ill check it with the department concerned. Would you mind waiting for a moment? 我去跟相

39、关部门核对一下，您介意等会儿吗？ 3) There has been an error. 是我们搞错了。 4) I neglected that detail when I drew up your bill. 我在开账单时忽略了那个细节。 5) Ill correct your bill. 我来把您的账单改过来。 6) Well correct your bill by deducting 180 yuan from the total. 我们将把您的账单改过来，从总额中减去180元。 7) Here is the money you overpaid. 这是您多付的钱。 7、送别客人 1)

40、 Have a nice trip. 祝您旅途愉快。 2) We hope to enjoy your stay. 希望您在这儿住的愉快。 3) We hope you have a pleasant/enjoyable stay, madam. 我在开账单时忽略了那个细节。 4) We look forward to serving you again. 我们期望再次为您服务。 =现代酒店英语实务教程 05（客房迎宾服务）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.常用句型百宝箱：介绍酒店的设施服务1. There is a French café and Korean barbecue restaurant on the

43、third floor. 三楼有一家法式咖啡厅和一家韩国烧烤餐厅。2. The tempura counter is very popular in our hotel. 我们酒店的天妇罗柜台很受欢迎。3. There are a lot of shops and boutiques around. 附近有很多不错的商店和时装店。4. There is a hair salon on the right side of west gate, a beauty parlor on the right side of west gate. 在酒店西门的右手边有一家美发店，在酒店西门的右手边有一家美

44、容店。5. It is open from 9 a.m. to 11 p.m.它的营业时间是早上九点到晚上十一点。6. We have both sauna and massage service in our hotel.我们酒店有桑拿和按摩服务。7. You can enjoy yourself in the rotating cocktail bar on the top floor. 你可以在顶楼的转转鸡尾酒吧里享受一下。8. You can call the housekeeper to give you laundry service. 如果你需要洗衣服务，可以打电话给客房服务员。

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. 我得请示我的主管。 =现代酒店英语实务教程 06（客房清理服务）Unit 3. Cleaning the room 客户清理服务2. 经典对话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. 常用句型百宝箱1).进房前. Turned down service. May I come in 收拾房间了,我可以进来吗2). I'm sorry to disturb you, May I clean your room now 抱歉打扰您,我现在可以清理房间吗3). Well, I'm a bit tied up now. 哦. 我现在有点事情.4). I'm on the phone. 我正在打电话.5). Shall

48、I come back later, Sir 先生, 要我等会儿再来吗6). Can't you come back later 你等会儿再来好吗7). What time would you like me to come back 您希望我什么时候再来8). What time would be better for you 您什么时间更合适呢9). What time would be convinient for you 您什么时间方便呢10). Sometime after supper would be fine. 晚饭后的时间比较好.11). Could you wait

49、 another 30 minutes ,please 请再等30分钟好吗12). You can call the front desk when you want your room done.当您需要清理房间时可以给前台打电话.13). May I come in and check the housekeeper's work 我能进房检查一下服务员清理房间的情况吗2. 进房清理1). May I vacuum your room now 我可以吸尘吗2). May I tidy up your desk 我帮您整理一下书桌好吗3). May I move the things

50、 on your desk so that I can dust it 为了清洁书桌,我可以移动您桌子上的物品吗4). Sure , go ahead. 好的,请吧!5). Just leave the things as they are please. 就让它们放在那儿吧,别动它.6). I prefer you don't move them. 我宁愿您别动这些东西. =现代酒店英语实务教程 07（客房洗衣服务）Unit 4 Laundry Service 客房洗衣服务. 经典对话 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. 常用句型百宝箱 1. 洗衣服务说明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. 我想知道你们洗衣服务一般要多久时间。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点之前送洗的衣物，我们会在晚上9点以前送回您房里；下午3点以前送洗的衣物，您会在第二天中午前收到。4) Im afraid it is too late for todays laundry. 现在恐怕已经过了今天的洗衣时间。5) How about the rates? 收费是怎样的呢？6) The laundry forms and bag are on the

54、top right-hand desk drawer. 洗衣单和洗衣袋在写字台的右边第一个抽屉里。2. 洗衣服务说明1)Please fill in the laundry form. 请填写洗衣单。2)We will deliver it to your room by tomorrow noon. 我们会在明天中午之前送回您的房间。3)We have a two-hour quick service. 我们有两个小时的快速服务。4)There is an extra charge of 50% for quick service. 快速服务要额外付50%的费用。5) We can deliver it within 4 hours a t a 50% extra charge. 我们可以在4小时内送回，但要增收50%的费用。6) Is this for pressing only? 这件只要烫干吗？7) Id like this sweater dry-cleaned/washed by hand in cold water. 这件毛衣要干洗/用冷水手洗。8) Im sorry, but we dont have the special equip