五星级酒店英语培训手册修改版

PAGE五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,China’shotelindustryiscloselyrelatedtotheinternationalmarket.English,awordlanguage,functionsasamaintoolorabasicabilityforhotelstafftocommunicatewithforeignguests.ThisEnglishTrainingManualiscompiledbytheHumanResourcesDepartmentforthestaffsstudyandimprovement.Putwhatwelearnintopractice.Wishyouwouldobtainmotivationofthestudyfromyourworking,andbenefitfromthelearning.HumanResourcesDepartment基本礼貌英语CourtesyEnglish一、欢迎问候语WelcomeandGreetingGoodmorning(afternoon,evening),sir(madam).早上（下午，晚上）好，先生（夫人）。Welcometoourhotel.欢迎光临我们酒店。Welcometostayinhotel.欢迎住在我们酒店。Howdoyoudo?您好吗？Hownicetoseeyouagain.真高兴再次见到您。6、Ihopeyou’llenjoyyourstayinghere.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CongratulationCongratulations.恭喜您。Happynewyear.新年快乐。Happybirthdaytoyou.生日快乐。MerryChristmas.圣诞快乐。Wishyoueverysuccess.祝您成功。Wishyougoodluck.祝您好运。Haveagoodjourney.祝您旅途愉快。Haveaniceweekend.祝您周末愉快。三、告别语FarewellGoodbye.再见。Seeyoutomorrow.明天见。Wishyoucomeagain.希望再次光临。Haveagoodtripandsaftjourney.希望您一路平安，旅途愉快。goodbyeandhopetoseeyouagain.再见，希望再见到您。Haveanicetrip.旅途愉快。四、征询语RequestsMay(can)Ihelpyou?我可以帮您吗？WhatcanIdoforyou?我能为您做什么？IsthereanythingIcandoforyou?我还能为您做些什么？willittroubleyou?那会麻烦您吗？Wouldyoulike…?您喜欢…？Wouldyoumindif…？五、应答语ResponsesYouarewelcome.愿意效劳。Itdoesn’tmatter.没关系。Isee.我明白了。Thankyouverymuch.非常感谢您。Thankyouforyoukindness.谢谢您的好意。I’lldoitforyourightaway.我马上为您服务。I’mgladtoserveyou.乐意为您服务。Sorrytohavekeptyouwaiting,sir/madam.很抱歉，让您久等了，先生/小姐。I’llbewithyouinamoment.我一会儿就来为您服务。Thankyouforyouradvice(information,help),感谢您的忠告（信息、帮助）。六、道歉语ApologiesExcuseme对不起。Iapologizeforthis.我为此道歉。I’msorrytodisturbyou.真抱歉打扰您。I’msorry,it’sourfault.对不起，是我们的过错。Thanksforyourreminding.谢谢您的提醒。We’lltryourbesttotakesomemeasures,sothatyoucanbesatisfied.我们将尽力使您满意。Pleaseforgetit,sir/madam.请不要放在心上，先生/小姐。I’msorryaboutit.关于那件事，我很抱歉。七、婉言推托语RefusalI’msorryIcan’thelpyou.真抱歉我不能帮您。2、It’sverykindofyoubut…您的好意我领了，可是…3、Thankyou，no.Wearenotallowedtodrinkonduty.谢谢，但是我们上班时不方便饮酒。八、接听电话语TelephoneSentences1、Goodmorning,Reception××speaking.MayIhelpyou?您好，总台，我是某某…2、Sorry,you’vedialedawrongnumber.抱歉，您打错电话了。3、Pleasedialnumber…，thanks.请拨号码…，谢谢。4、Who’scalling,please?请问您是谁？5、Holdthelineplease,I’llseeifsheisavailable.6、Sorry,Istilldon’tunderstandwhatyousaid.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？10.I’msorry,Ican’tfollowyou.抱歉，我听不懂。九、答谢语ThanksandAnswersYou’remostwelcome..欢迎之至。WithPleasure.这是我们的荣幸。We’realwaysatyourservice.我们随时为您提供服务。4.Thankyouforcoming.谢谢光临。5.Thankyouforyourstayinginourhotel.谢谢光临我们酒店。6.It’sourpleasuretohaveyourstayingwithus.您来我店是我们的荣幸。7.Thankyouforsuchalovelygift.谢谢您给了我这么可爱的礼物。8.Mypleasure.这是我的荣幸。十、指路用语GivingdirectionsAfteryouplease,sir(madam).Gostraightahead,sir(madam).请笔直走，先生/女士。Thisway,please.这边请。Turnleft(right)atthefirstcorner.在第一个拐口左转（右转）。Pleaseusetheelevatorthere,sir/madam.在那边用电梯，先生/小姐。Pleasegodowntothelobbyhere,madam/sir.请从这边下去到大堂，小姐/先生。It’sonthesecond(third)floor.在二（三）楼。Sorry,I’mnotsure.Ifyou’llwaitaminute.I’llbegladtofindoutforyou.抱歉，我不能肯定，如果您等几分钟，我很乐意为您查清楚…Whenyoureturntothehotel,pleaseshowthishotelcardtothedriver.当您回酒店的时候，请把这张酒店卡给司机看。10.Iwilltakeyouthere,sir/madam.我带您去，先生/女士。十一、提醒用语Remindwords1.Pleasedon’tleaveanythingbehind.请别遗忘您的东西。2.Pleasedon’tsmokehere.请不要在这里抽烟。3、Pleasebecareful.请当心。十二、情景应对Situationalresponses可以满足客人之要求时；Certainly,sir/madam.好的，先生/小姐。I’llgoandgetitrightaway,sir/madam.我马上去拿来，先生/小姐。Immediately,sir/madam.马上就来，先生/小姐。（二）不能满足客人之要求时；I’mterriblysorry,wedon’thave…非常抱歉，我们没有…Awfulysorry,sir/madam.Wehavesoldout…实在抱歉，先生/小姐，我们已经卖完了。I’mafraidwedonothave…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：Ifyouwaitaminute,sir/madam.I’lltrytofindoutitforyou.如果您能等一会儿，先生/小姐，我将尽力找找。Sorrytokeepyouwaiting,I’mpleasedtosaywedohave×××…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：1.Certainly,sir/madam.Letmehelpyou.好的，先生/小姐，让我来帮您。2.Goaheadplease.You’rewelcome.请拿吧，您可以随意使用。（五）当不能答允客人的要求时：1.Iamsosorry,wecan’tdothat,It’sagainstourrules.真抱歉，我们不能那样做。那违反我们的规定。2.I’mterriblysorry,wearenotallowedtodothis.我很抱歉，我们不允许这样做。3.I’mafraidit’sagainsthotelpolicy,I’msosorry.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：1.No,thandyou.You’veverykind.不，谢谢您。您真好。2.It’sverykindofyou.Butwecan’tacceptit.Thankyou您非常好心，但我们不能够接受，谢谢。（七）婉拒客人的要求时：I’msorry.Ican’tdoit.对不起，我不能做。I’mafraidthat’snotpossible.我恐怕那不可能。No,sir/madam,itisnotpossible.不，先生/小姐，那是不可能的。（八）要中断与客人谈话时：I’msorry,sirImustgo.Nicetalkingwithyou.很抱歉，先生，我必须走了。和您谈话真令人愉快。Goodbye,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；Thankyou.Youtoo,sir/madam.谢谢您。您也一样，先生/小姐。2.Thankyou.Andyou,sir/madam.谢谢您。您也是，先生/小姐。3.Thankyou.Thesametoyou,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：Excusemeforinterrupting.对不起，打扰了。2．MayItakeupafewminutesofyourtime?我能占用你们一会儿时间吗？3.MayIspeaktoyouforamoment,sir/madam.我能与您谈会儿吗，先生/小姐。（十一）当客人催促时：Sorrytokeepyouwaiting,I’llseetoitrightaway.抱歉，让您久等了，我马上查看。（十二）向客人展示单据等物时：Hereisyour…Sir/madam.这是您的…，先生/小姐。（十三）接受投诉或批评时：1.Thankyoufortellingus,sir/madam.Iassureyouitwon’thappenagain.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。I’llspeaktoourmanageraboutit,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；I’mrettiblysorry.Therecouldhavebeensomemistake.Idoapologize.非常抱歉，一定出错了，实在对不起。I’msorry,sir/madam.I’lllookintothematteratonce.对不起，先生/小姐。我马上查核这件事。（十五）当你听不懂时：I’msorryIdon’tunderstand.I’llgetyouthemanager.对不起，我不明白，我去叫经理来。I’msorry,Idon’tunderstand.Canyoushowme?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：Couldyou(signhere),please?请问您能（在这儿签名）吗？MayIaskyouto(returnin5minutes),sir/madam?我能请您（在五分钟内返回）吗，先生/小姐？CouldIhaveyourname,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：I’msorrytohearthat.Ihopeyouwillbebettersoon.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：I’mgladtohearthat.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：Pleasetakeyourtime,sir.There’snohurry.请慢慢来，先生。不用忙。2.Don’tworry,madam.wellseetoit.不必担心，夫人。我们会料理的。3.Don’tworry,sir.Wellcleanitup.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；I’llbewithyouinamoment,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：I’llbewithyouinmoment,sir.我一会儿就来招呼您，先生。I’llsorry.Imusttakeeachguestbyturn,sir.很抱歉，我必须按先后次序为顾客服务，先生。I’llbewithyouassoonaspossible.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Cashier’s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NewYear’sDay元旦ChristmasDay圣诞节Thanksgiving感恩节Valentine’sDay情人节Easter复活节Mid-AutumnDay中秋节Birthday生日Anniversary周年纪念日InternationalLaborDay国际劳动节InternationalChildren’sday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Yue’sTomb岳庙Futureworld未来世界SongDynastyTown宋城YellowDragonCave黄龙洞TaiziBend太子湾公园XilingSeal-Engravers’Society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Bamboo-LinedPathatYunqi云栖竹径Breeze-ruffledLotusatQuyuanGarden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Check-in登记入住Check-out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BasicSentencesDoyouhaveareservation?/Haveyouareservation?您预订过吗？Howlongwillyoubestaying?您将要住多久？MayIknowyournameandroomnumber?您能告诉我您的名字与房间号码吗？Hereisyourkeycard,pleasekeepituntilyoucheckout.这是您的钥匙卡，住店期间请包管好。Thankyouforcalling.Welookforwardtoservingyou.Goodbye.谢谢您打电话来，我们期待为您服务，再见。Towhomshouldwesendthebill?我们应该把帐单寄给谁？Wearefullybookedforalltypesofroomsonthatnight.那天晚上各种类型的房间都预约额满了。Wehopewe’llhaveanotheropportunityofservingyou.我们希望另有机会为您效劳。Couldyoushowmeyourpassport,please?能出示一下您的护照吗？Don’tworrysir.I’llcallourAssistantManagertohelpyounow.别着急，先生。我传呼大堂副理来帮您。Ourbellboywillyourbagsandshowyoutheroom.我们的行李员会帮您拿行李，并领您去房间。I’mafraidit’sagainstthehotel’sregulations.很抱歉，这违反酒店的规章制度。We’llhavetochargeyou50percentoftheroomrateextra,ifyoucan’tcheckoutbefore12:00a.m中午12：00前未离店的客人需加收50%的房费。Isthereanythingvaluableorbreakableinyourbag?您包里有贵重或易碎物品吗？YoucangetyourmoneychangedattheCashier’sDesk.您可以去收银处兑换钱。I’msorry,sir.Therehasbeenamistake.PleasewaitamomentwhileIcorrectthebill.对不起，先生，这里有些错，请您稍候，让我更正一下。Ittakesabout30minutesbytaxitotheXiaoshanAirport.Thechargeis100到萧山机场大约需要30分钟，费用是100元。18．Pleasegivethesliptothetaxidriverandhe’lltakeyouthere.请把这张字条交给出租车司机，他会送您到那里的。19.Hereisabrochureexplaininghotelservices.这儿用说明酒店的服务手册。20.TherearesafetydepositboxesattheFrontDesk.总台有存放贵物品的保险箱。21.Asahotelpolicy,werequireoneday’sroomchargeasdepositforguestswithoutreservation.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。22.Doyouneedamaporhotelcard?请问您要地图或是酒店名片吗？23.Sir,youmaykeeptheroomuntilsixO’clockintheafternoon,butI’mafraidIhavetochargeyouahalfday’sroomchargeaccordingtothehotelpolicy.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。24.Sorry,wehavenodomesticcollectcallservice.Youhavetopayforthecallyourself.对不起，国内电话是没有对方付费的，您得自己付款。25.Foroutsidecalls,pleasepress9firstandwhenyouhearthedialingtone,pressthenumberyouwant.打外线请先按9，听到声响后再按您的要的号码。26.You’dbetterrequestamorningcall.您最好要求叫醒服务。27.Wouldyoulikemetocallataxiforyou?请问需要帮您叫车吗？28.We’llsendyouroriginalcopytoyourroomafterwehavefaxedthat.我们发出传真后，会把您的原文送到您房间去的。29.Isthereanythingvaluableorbreakableinyourbag?您包里有贵重或易碎物品吗？30.PleasepayattheCashier’sDeskoverthere.请去那边帐台付款。三、情景对话ConversationA.RoomreservationReservationist;NewCenturyGrandHotel,ReservationDesk.CanIhelpyou?Guest:IancallingfromParis.I’dliketoreservearoominyourhotel.R:Whatkindorroomwouldyoulike,sir.Wehavesinglerooms,doublerooms,suitesetc,G:Asuite,please!R:Whichdatewouldthatbe?G:FromOctober15th,andforthreenightsR:Ok,sir.Couldyouholdtheline,please?I’llcheckourroomavailabilityforthosedays.…Thankyouforwaiting,sir.yourroomisconfirmed.Wouldyoulikebreakfast?G:Yes,ofcourse.R:Canyougivemeyournameplease,sir.G:GeorgeBrownR:Mr.Brown.MayIhaveyourphonenumberplease?G:Yes,thenumberis0031-321-2345R:Whattimedoyouexperttoarrive.Mr.Brown?G:Oh,around6p.m.ISupposeR:Mr.,Brown.I’dliketoconfirmyourreservation.AsuiteroomforthreenightsfromOctober15thto17th,thephonenumber00331-321-2345.AmIright?G:Yes,thankyouR:Youarewelcome.Welookforwardtoservingyou.B.RegistrationClerk:Goodafternoon.WelcometotheNewCenturyGrandHotel.MayIhelpyou,sir?Guest:Yes,I’dliketocheck-in,please.C:Certainly,sir.MayIhaveyourname,please?G:Yes,it’sGeorgeBrown.C:Doyouhaveareservationwithus,Mr.Brown?G:Yes.C:Justamoment,please.I’llcheckourreservationrecord…thankyouforwaiting,Mr..Brown.Yourreservationisforasuiteforthreenights.Couldyoufillouttheregistrationscard,please?G:Ok,Thankyou.C:Howwouldyouliketomakepayment,Mr..Brown?G:Bycreditcard.C:MayItakeaprintofthecard,please?Thankyou,Mr..Brown.Yourroomis3706onthe37floor.Justamomentplease.Abellboywillshowyoutoyourroom.Ihopeyouwillenjoyyourstay.C.DepositingbagsGuest:I’dliketoleavethesewithyou.Bellman:Certainly,sir.Howmanypieces?G:Fiveinall.B:Isthereanythingvaluableorbreakableinyourbags?G:No,B:Thankyou.G:Whendosethecloakroomclose?B:Thecloakroomisopenuntil9p.m.Herearethenametags.G:Thankyou,goodbye.B:Goodbye,D.BusinessClerk:Goodmorning.BusinessGuest:Goodmorning.ThisisHenryBellowcallingfromRoom3904.Wouldyoumindgivingmesomeinformationonyourservices?C:Certainly,Mr.,Bellow.Wehavealotoffacilitiestooffersecretaryserviceforourbusinessguest,G:IhavesomedocumentstobetypedatthemomentandIhopetheywillbereadybefore3:00p.m.today.C:Howmanypagesaretheyinall?G:Itwillbeabout20pages.C:Well,it’sratheratoughjob,butwe’lltryourbest,Mr.Bellow.G:Good,I’dreallyappreciateitifitcouldbearranged,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00331-321-2345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00331-321-2345。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bath-tub浴缸double-sizebed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tooth-paste牙膏bedspread床罩tooth-brush牙刷pillow枕头soap肥皂pillow-case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ball-pen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shoe-horn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、MayIcleanyourroomnow?我现在可以为您整理房间吗？5、Leaveyoulaundryinthelaundrybag.请把要洗的东西放在洗衣袋中。6、TheLaundrybagandlaundrylistareinthewardrobe.7.Wewilldeliveritwithin4hoursata50%extracharge.加收50%的费用，我们在4小时内洗好送还。8.Wouldyoulikeexpressserviceornormalservice?您要快洗服务还是普洗服务？9.You’dbettercheckyoulaundry.您最好查看一下洗好的衣服。MayIknowyournameandroomnumber?您能告诉我您的名字和房号吗？Hereweare,room3605.3605号房间到了。I’llsendforanelectrician(doctor…)foryou.我给你请电工（大夫…）13.Arepairmanwillcomeandcheckitrightaway.修理工马上会来检查。14.I’llshowyoutheawymyself.我亲自带您。15.Iamsorry,butwedon’thavethespecialequipmentnecessary.抱歉，我们没有所需的特别设备。16.Iamafraidguestsarenotallowedtouseironorelectricheatersintheirrooms.客人恐怕不准在房间里使用熨斗或电器。17.Ourhotelhasverygoodroomservice.我们酒店的送餐服务非常优良。Ifyoudon’twanttobedisturbed,you’dbetterpressthe“Don’tDisturb”keyonthebedsidecontrols.如果您不想被打扰，您最好按床边的“请勿打扰”键。Thereareseveralkindsofdrinksinthemini-bar.Pleasehelpyourselftothem.Thecostofthedrinksyou’vehadwillbeaddedtoyouraccount.冰箱里有饮料，请随便用，用后统一结帐。I’mafraidyouhavetopayforitaccordingtothehotelpolicy.根据酒店规定，恐怕您得赔偿。三、情景对话ConversationA.AskingtocleantheroomAttendant:(Knockingatthedoororprssingthedoorbellthreetimes)House-keeping.MayIcomein?Guest:Comein,please.A:Goodafternoon,sir.Iamsorrytodisturbyou.MayIcleantheroomnow?G:Yes,please.A:Thanksalot.B.Turn-downserviceAttendant:Turn-downservice.MayIcomein?A:Goodevening.MrMrsWhite.Howareyouthisevening?Guest:Fine,thankyou,andyou?A:I’mfine,too.Thankyou,.G:Wearewaitingforourfriendsnow.Wewillgotohavedinnertogether.Couldyoucomelater?A:Allright,madam.I’llcomelater.AnythingelseIcandoforyou,madam?G:Yes.Howabouttidyingupabitinthebathroom.I’vejustshoweredandit’squiteamess.A;Yes,madam.I’llplacesomecleantowelsthereaswell.C.IntroducinghotelserviceAttendant:MayIcomein?I’maroomattendant.Guest:Comein,please.A;Goodevening,sirandmadam.Sorrytohavekeptyouwaiting.WherecanIputyourluggage?G:Justhere.Thankyou.Thisisforyou.A:No,thanks.Wedon’taccepttipsinourhotel..Thankyouallthesame.IsthereanythingelseIcandoforyou,madam.G:Wewanttohaveourbreakfastinourroomtomorrow.Whenshouldweorderthat?A:Thisisyourdoorknobmenu.Justchecktheitemsyouwouldlikeforbreakfast.Markdownthetime,hangitoutsideyourdoorbeforeyougotobedtonight.Ourhotelhasverygoodroomservice.G:Ihopewecangetupontime.A:Don’tworry,madam.Wehavemorningcallservice.Youmaytelltheoperatoryourroomnumberan