酒店总台接待英语

1、（一）客人护照相关问题询问1 Good morning/afternoon/evening Sir./Madam, Do you have reservation?（Do you have a reservation?）早上下午晚上好，您有预订吗?2 Excuse me? Would you please show me your passport?(May I have your passport, please?)请出示你(们)的护照。3 Did you book a single room or a double room? （Which kind of room would you p

2、refer, single room or double room?）您订的是单间还是标间呢？4 For how long? /How long will you be staying? /how long do you intend to stay?(Howmany nights do you want to stay?) Date to date. 您打算住多久您住几天? 从 月 日 到 月 日。5 How much did you book the kind of your room? ￥(RMB) per night.您订的是哪种价位的房间？人民币： 元间.夜6 Sorry sir.m

3、adam, I am of afraid that I did not look through your reservation list. Would you tell me how do you make your reservation successfully? 对不起，我现在暂时还没有查到您的预订，可以告诉我您是通过哪种方式预订的吗？(1)Could you tell me the telephone number or the name of your friend,If this reservation made by friends. 如果是朋友订的房间，可以告诉您朋友的电话

4、和名字吗？Could you tell me the name of your company ?如果是公司帮您订的房间可以说下您公司的名字吗？Could you tell me the name of reservation agency on the line?如果是通过网络公司预订的，请告诉我订房公司的名字。Could you tell me the travel agencys name and the call.如果是通过旅行社订的可以告诉我是哪个旅行社和电话吗？Please show me the confirmation notice or the confirmation me

5、ssage by phone.您可以把您的订房确认单或者是订房确认短信给我看看吗You booked this type room for no smoking, is that right?您订的是无烟房，对吗？Would you like to go and see the room you booked?The bellman will show you the way.您需要参观一下您预订的房间吗？我们这边行李生会陪同您上去。How do you think about that room? And would you like to see another one?您觉得您刚才看的房

6、间满意吗？还需要看看其他的房间吗？We can give you a special percent of price off for you visited room.我们可以给您刚才参观的房间给您打个折。（二）客人护照相关问题询问Please show me all your passports. Thanks!请出示所有人的护照，谢谢！Your visa is residence permit for foreigner, right? would you tell me the valid date?请问您所持护照是长期居留签证吗？可以告诉我您的签证有效期是哪一天吗？Could you

7、 tell me the latest day you come in China?请问您最近一次入境是什么时候？Please wait for a moment. We are scanning your passports.请你们稍等，我们需要扫描你们的证件。Excuse me? Sir /madam, because the personal information-sending system does not work and we did not preserve your information. Would you mind we using your passport aga

8、in. Thank you very much.不好意思，由于办理入住我们在扫描您的证件时，扫描仪出了一点问题我们没有保存到您的信息。您介意我们再用一下您的护照吗？（三）问询1.（客人询问）：房间设备有问题电视机：TV 无冷/热水：No cold/hot water空调：air-condition 房间没有电：no power 灯不亮：light does not work 网络不通：no internet 马桶堵塞：toilet bowl does not flush 卫生间下水道堵塞：sewer clogged/water closet clogged（前台应答）We will send

9、the housekeeping waitress up to your room right away and check it.我们马上派服务员到您的房间来检查一下。I can not open my door2. （客人提问）房卡开不了门。（前台应答）What is your room number? (Can you write it on the paper?)您的房间号？（请用阿拉伯数字写下您的房号）Please give me your room key.请给我你的房卡！3. （客人提问）借物电吹风：hair-dryer 转换插座：changer/adaptor多功能插线板：Mu

10、lti-strip 灭蚊器：mosquito killer熨衣板：ironing board 手机充电器：charger水果刀：knife 剪刀：scissors封口胶：sealing compound（前台应答）We will ask the housekeeping bring it to your room right now.我们马上请服务员送到您的房间。Sorry, the housekeeping centre can not supply it for your need. Because they are all borrowed.对不起，您需要的物品我们全部应经借出去了。现在

11、暂时提供不了。4房间物品补充免费饮用的怡宝矿泉水：mineral-water(YI BAO) for free卫生纸：toilet paper/tissue 香皂：soap沐浴液：shower gel/bath foam 洗发液：shampoo梳子：comb 牙具：toothbrush and toothpaste浴帽：shower cap 丝瓜络：loofah剃须刀：razor/shaver 棉签：cotton swab火柴：matches 衣架：hanger拖鞋：slippers 枕头：pillow被子：quilt 方巾：square towel面巾：towel 浴巾：bath towel

12、浴袍：pajama/bathrobe（前台应答）I will send the housemaid bring it to your room at once.我们马上请服务员送到您的房间。客人洗衣（客人提问）I need laundry service.我需要洗衣服。I need ironing service.我需要熨衣服。（前台应答）There is a laundry form and a laundry bag in your room. Make sure what you want washing and fill in the laundry form.在您的房间衣柜下方有一个

13、洗衣袋，一张洗衣单，请您填写洗衣单，签字确认，稍后我们会让服务员到您的房间收取您的洗衣。We will deliver them tomorrow evening around 06:00-08:00 P.M我们会将您的衣服在明天晚上六点至八点送还回来。We charge 100 extra for express service.加急服务需要加收100的服务费。There is some broken/greasy filth/stain on your cloth. Please check it.您的衣服有破损/污迹，请您确认。客人询问：我要找我的朋友Excuse me? Can you

14、 write your friends name on the paper?不好意思，请您写一下您朋友的名字。Would you mind telling your name, I will get in touch with them/him.您的姓名，谢谢！我们帮您联系一下他。Sorry , I can not find your friends name in our record. Maybe he is not here.不好意思，我们在在住客人名单里没有查到您朋友。It is room number 1025 speaking, I want to dial to room num

15、ber 823, how do I dial?这是1025房间，我要打电话到我朋友825房间，应该怎样拨打呢 ？You can directly dial 80825. P.S: for 3-digit in the main-building dial 80 and then the room number, for 4-digit dial 8 and then room number .您直接拨打80825就可以了。备注：十楼以下80加房间号，十楼以上8加房间号。国内直拨：Domestic Direct Dial (DDD)国际直拨：International Direct Dial (

16、IDD)For calls inside the city, directly dial 9 before you dial the number for free.拨打本市电话(免费)：在电话号码前加“9”For calls outside the city ：￥0.8 per minute Dial 9 and then dial the area code before you dial the number.Do you want to open this service?国内长途电话每分钟8毛钱（人民币）在您要拨打的电话前加“9”加所拨地区的区号。您需要开通国内长途电话吗？Inter

17、national call:￥8 per minute国际长途电话每分钟8元（人民币）For international call : dial 9 +international country code + city code +the number拨打国际长途，先拨“9”，再加您所拨国家的电话代码，再加区号和电话号码。（四）客人入住押金Please pay us 200yuan RMB advance deposit.请您付给我们人民币200元作为押金。The room rate is ￥ per night, and you pay yuan for your total room ra

18、te and deposit.您的房费是人民币 元/间.夜，您需要付给我们房费加押金共计人民元。What is the mode of your payment (Which kind of payment would you prefer, in cash or by credit card) Cash or credit card? By the way, we only accept RMB in cash.您是现金支付还是刷卡？我们只接收人民币如果您付现的话。If your cash is not enough, we can accept U.S dollars to be the

19、advance deposit. When you check out, you must charge RMB and we return your dollars.如果您的现金不够的话，您可以用美元作为押金。等你呢在银行兑换后我们再把美元退还给您。Now your credit card has been congealed RMB（Yuan）, when you check out, we will make the pre-authorization（预授权） for your room rate and other consumption. The balance will be b

20、ack to your card.用信用卡支付：我们将使用您的信用卡作人民币 元的预授权，暂时将此金额冻结在您的卡上，结账时从这笔预授权中扣除相应的消费金额，其余金额将由银行解冻，返还都您的卡上。If the balance of your cash and credit card are all not enough, you can pay your room fee day by day. Please come to front desk extend your room rate when you are free (within 24 hours).若果您信用卡上的余额和现金都不足

21、的话，您可以先支付我们人民币 元，在您在店的24小时内到前台来续交押金，我们为您续房卡。（五）客人结账××nights at ￥×× RMB each, and here are the Other consumption:dinner/ drinks/ telephone/ food/ laundry/ compensation at the hotelThat makes a total of ￥RMB您的房价是人民币 元/间.夜，您一共住了 天，共计房费人民币 元。您的房间还有餐厅/茶水/电话费/客房食品/洗衣费/房间赔偿费，共计 元。客人对房间的赔偿有异议Have you seen