酒店前厅部基本英文服务知识.资料分享

FrontOffice前厅部Reception 前台Lesson1 AttheReceptionDesk 接待台Goodmorning,sir.Welcometoourhotel.Attendant:早上好，先生。欢迎来到我们酒店。Guest: Goodmorning.早上好。HowmayIhelpyou,sir?Attendant:我能有什么为您服务的呢？Guest: IreservedaKSUGthreeweeksago.IamKen.我是Ken，我在三周之前预定了一间高级大床间客房。Justamoment,please,Mr.Ken.I'llcheckthearrivallist.Attendant:Ken先生，请您稍等。我查询一下预抵单。OneminutelaterIamsorrytohavekeptyouwaiting.MayIhaveyourpassport,please?Attendant:对不起,让您久等了.我能看下您的护照吗？AftercheckAttendant:Thankyou,sir.Iamcheckinginforyou.Pleasesignit.谢谢您，先生.我现在为您登记,请您签字。Guest:Thanks.Hereyouare.Isitallright?谢谢,给你.这样就好了吗?Attendant:Certainly,sir.Thanks.Payincashorbycreditcard?对的，谢谢。您用现金还是信用卡付费呢？Guest:Creditcard.信用卡。Certainlysir.Here'sthekeytoRoom1234andyourroomcards.PleaseAttendant:keepthem.当然可以先生。这是您1234号客房的房卡，请妥善保管。Andthebellmanwillshowyoutheway.Haveaniceday,sir.WishyouAttendant:apleasantstayinourhotel.行李员会为您指引的。愿您今天过的愉快。愿您在我们酒店过得愉快。Guest:Thankyou.谢谢。Youarewelcome.It'smypleasure.Attendant:不用谢，这是我的荣幸。1Lesson2ReceivingaWalk-inGuest接待散客Attendant:Goodafternoonmadam.HowmayIhelpyou?下午好，女士。有什么能为您效劳的呢？Guest:Yes.I'vejustarrivedfromtheU.S.A.CouldIhavearoomfortonight?是的，我刚从美国来到这里，我今晚能住在在这里吗？Attendant:Certainly,madam.Excuseme,haveyoumadeareservation?是的,女士，打扰一下。请问您有预定吗？Guest:Iamafraidnot.对不起，我没有。Attendant:Excuseme,sir.Howmanypeopledoyouhave,please?打扰您一下,请问您多少位呢？Guest:Justone.我一个人。Attendant:Justaminute,please.Ihavetocheckifthereisaroomavailable.请稍等。我去查一下是否有空房。oneminutelaterAttendant:Iamsorrytohavekeptyouwaiting,madam.Hereisaroomforyou.对不起,让您久等了,女士,还有一个房间.Guest:Thankyouverymuch.十分感谢你。Youarewelcome.Itismyhonor.Attendant不用谢，这是我的荣幸。2Lesson3Attendant:Guest:Attendant:

Checkingout 退房Goodmorning,sir.HowmayIhelpyou?早上好，先生。有什么可以帮到您的呢？MayIhavemybill?我可以付账了吗？Sure,sir. MayIhaveyourroomnumberandwhendoyouwanttocheckout?是的，先生，您可以。请您告诉我您的房号，您想在什么时候退房呢？Guest:Myroomnumberis1234andI'dliketocheckoutnow.我的房号是1234，我想现在就退房。Attendant:Justamoment,please.请稍等。CheckingfilesAttendant:Iamsorrytohavekeptyouwaiting.AreyouMr.Ken?对不起，让您久等了。请问您是Ken先生。Guest:Yes,Iam.对的，是我。Attendant:Thankyou,sir.Hereisyourbill.IttotalsRMB3333Yuan,including15%servicecharge,pleasecheckit.好的，先生。这是您的账单，一共3333元，含15％的服务费，请您核对。Guest:Yes,correct.CanIpaywithtraveler’schecksorincash?是的，完全正确。我能记在旅行支票，还是付现金呢？Attendant:Bothfine,sir.是的，先生。都可以的。Guest:Ok.Hereisthemoney.好的，给你钱。Attendant:Thankyousirandhopetoseeyouagain.谢谢您，先生。希望能再见到您。Guest:Allright.Seeyou.好的，再见。3Lesson4ExtendingtheStay延迟退房Attendant:Goodmorning,sir.HowmayIhelpyou?早上好，先生。有什么能为您效劳的呢？Guest:Iwasgoingtocheckouttoday,butIhavetostayforthreemorenights.我本来是在今天退房的，但是我现在要多住三天。Attendant:Excuseme,sir.MayIhaveyournameandroomnumber?先生，请问您的姓名和房号？Guest:KenBinroom1234.kenB，1234号房间。Attendant:Justamoment,please.Mr.Ken.I'llcheck.Ken先生，请您稍等，我查询一下。OneminutelaterIamsorrytohavekeptyouwaiting.IamsorrytosaythatyourroomAttendant:isavailableforonly2nights.对不起让您久等了。我非常遗憾的告诉您，您的房间只能延迟退房两日。Guest:What'stobedone?那该怎么办呢？Don'tworry.We'llmanageitforyou.Attendant:不用担心。我们会为您处理好的。Guest:That'sall?就这样就好了吗？Attendant:Hereisyourregistrationform.Wouldyoupleasechangethedate?这是您的登记表，请您修改这个日期？Guest:It'skindofyou!Thankyouverymuch.你真是太好了，非常感谢你。Youarewelcome.It'smypleasure.Attendant:不用谢，这是我的荣幸。4Lesson5ChangingaRoom换房Attendant:Goodmorning,sir,HowmayIhelpyou?早上好，先生。有什么能为您效劳的呢？Guest:Goodmorning.IamKen,inroom1234.Canyouchangetheroomforme?It'stoonoisy.早上好，我是1234号房的Ken。你能帮我换房吗？那里太吵了。Iamsosorry,sir.Idoapologize.Room1234isnearbythecorridor.It'spossiblethatthenoiseisheardearlyinthemorningwhenallisAttendant:quiet.对不起，先生。我向您道歉。是这样的，1234号客房靠近过道。您在比较早的时候听到的噪音可能是早上太安静。Guest:Anyhow,I'dliketochangemyroom.就是这些吗？我想换客房。Attendant:Certainly,sir.We'llmanageit.Howaboutroom1020?是的，先生。我们会处理好的。您觉得1020号房间好吗？Guest:Verywell.非常好。Attendant:Pleasefillinthisroomchangingform.请您填写换房单。OneminutelaterIamsorrytohavekeptyouwaiting.Thankyousir.WishyouhaveasoundAttendant:sleepthisevening.对不起,让您久等了，感谢您先生。愿您今晚有个好的睡眠。Guest: Thanks.谢谢。Youarewelcome.It'smypleasure.Attendant:不用谢，这是我的荣幸。5Lesson6 ForeignCurrencyExchange 兑换外汇Attendant:Goodafternoon,sir.HowmayIhelpyou?下午好，先生。有什么能为您效劳的呢？I'dliketochangesomeUSdollarsandIwanttoknowtoday'sexchangeGuest:rate.我想兑换美元，我想知道今天的汇率吗？Certainly,sir.Accordingtotoday'sexchangerate,oneUSdollarcanchangeAttendant:RMB8Yuan.Howmuchwouldyouliketochange,sir?是的,先生.根据今天的汇率是1美元兑换人民币8元。请问先生你要换多少呢？Guest:Well,I'llchange100andhereisthemoney.好的，我兑换100美元，给你钱。Attendant:Pleasewriteyourname,passportnumberandroomnumberontheslip.请您在这个上面填写您的姓名，护照号码和房号。Guest:Allright,hereyouare.好了，给你。Attendant:Thankyou.You'llhaveitrightaway.谢谢您，您马上可以拿到钱了。AmomentlatterAttendant:Iamsorrytohavekeptyouwaiting.Here'syourmoney.对不起，让您久等了。这是您兑换的钱。Guest:Yes,thankyou.好的，谢谢你。Youarewelcome.It'smypleasure.Attendant:不用谢，这是我的荣幸。6Concierge礼宾部Lesson7IntroduceHotelService介绍饭店的服务Attendant:Goodafternoon,sirandmadam.女士先生,下午好。Guest:Goodafternoon.下午好.Attendant:Welcometoourhotel.Letmecarryyourluggage.Thisway,please.欢迎来到我们饭店.让我来帮您拿行李,这边请.Guest:Thanks.Couldyoutellmesomethingaboutyourhotelservice?谢谢,您能介绍一些关于你们饭店的服务吗?Certainly,sir.Ourhotelisafirst-class5-starhotelinLijiangandchosenasthefavoriteplacetostaybyVIPs,officialguestsandsomeAttendant:travelersfrommanycountries.是的,先生.我们饭店在丽江是一流的五星级饭店,是许多VIP客人,政府客人以及来自全球各地的游客的首选之地.Guest:Itsoundsgreat.太好了,真是一个好地方.Attendant:Thereare275roomsinourhotel.Kindsofdeliciousfoodforyouanytime.我们饭店有275间客房,各种美味的食物随时都为您准备好的.Guest:Howaboutotherservice?还有什么别的服务吗?Attendant:Certainly,sir.Wehaveanindoorswimmingpoolandwith800m2ofSPA.是的,先生.我们饭店有一个室内游泳池还有800平方米的温泉中心.Guest:Thatisgreat.那太棒了.Certainly,sir.ThereisFrontDesk.Afteryoucheckin,IwilltakeyourAttendant:luggagetoyourroom.是的,先生.这里是前台了,在您办理入住之后,我会把您的行李送到您的房间.Guest:Thankyouverymuch.太感谢你了.Youarewelcome.It'smypleasure.Attendant:不用谢,这是我的荣幸.7Lesson8AboutSlowDeliveryofLuggage行李未及时送到客房Attendant:Goodafternoon,sir.HowmayIhelpyou?下午好,先生.有什么可以帮到您的呢?Guest:Yes.Icannotgetmyluggageuntilnow.是的,到现在我仍然没有拿到我的行李.Certainly,sir.Iamsorrytohearthat.MayIhaveyournameandroomAttendant:number?是的,先生.我非常遗憾听到这个事情.我能知道您贵姓吗?您的房号是多少呢?Guest:MynameisKenandmyroomnumberis1234.我叫Ken,我的房号是1234.Attendant:Thankyousir.Wouldmindgivingmesomefeaturesofyourluggage?谢谢您,先生.您介意告诉我一些关于您的行李的特征吗?Guest:Sure.It'sjustanordinarymedium-sizedblacksuitcase.当然可以.那只是一个中等大小的黑色箱子.Attendant:Isyournametagattachedtoit?您的名牌是否附在上面呢?Guest:Ofcourse.那当然了.Attendant:Mr.Ken.Iamafraidthatyourluggagehasbeenputatwrongplace.Ken先生,我想您的行李可能送错地方了.Guest:Oh,mygod.Howaboutme?天拉,那我怎么办呢?Attendant:Iamawfullysorry,sir.ButIwillfinditandsendittoyourroomassoonaspossible.先生,我对此十分抱歉.但是我会尽快找到您的行李并且及时送到您的房间.Guest:Thatisallright.Thanks.那好,谢谢.Sorrysir.Iassureyousuchthingswillneverhappenagain.Seeyousir.Attendant:对不起,先生.我向您保证这种事情不会再发生了.再见先生.Lesson9ShowingtheWay引路服务(1)Attendant:Goodeveningsir.HowmayIhelpyou?晚上好,先生.有什么可以帮到您的呢?Guest:Goodeveningsir.WhereisSpa?晚上好,请问温泉中心怎么走呢?8Certainly,sir.Pleasegoahead,acrosstheglassgateandturnleft.Attendant:HereistheSpa.是的,先生.您先直走,穿过玻璃大门,然后左转.温泉中心就在那里了.Guest:Thankyou.谢谢.Attendant:Youarewelcome.It'smypleasure.Haveaniceevening.不用谢,这是我的荣幸,祝您今天过得愉快.ShowingtheWay 引路服务(2)Attendant:Goodmorning,sir.HowmayIhelpyou?早上好,先生.有什么可以帮到您的呢?Guest:Goodmorning.Whereismyroom?早上好.请问我的房间在哪儿呢?Attendant:Certainly,sir.MayIhaveyourroomnumber?是的,先生.您能告诉我您的房号吗?Guest:Myroomnumberis5312.我的房号是5312.Certainly,sir.Letmeshowyoutheway./Pleasetaketheelevatorto5thAttendant:floor,yourroomisthere.是的,先生.让我为您引路./请您乘坐电梯到5楼,您的房间就在那里了.Lesson10MailService邮寄服务Attendant:Goodafternoon,sir.HowmayIhelpyou?下午好,先生.有什么可以帮到您的呢?Guest:Goodafternoon.Couldyoumailaletterforme?下午好,你能帮我邮寄一封信吗?Attendant:Certainly,sir.Haveyoustuckonthestamp?当然可以.请问您贴邮票了吗?Guest:No.Ineedtobuysome.没有.我需要买一些.Attendant:Certainly,sir.Howwouldyoulikeittobemailed?是的,先生.您打算如何邮寄您的信件呢?Guest:Ordinarymail.平邮.Attendant:Sure,sir.Butit'soverweight.RMB10Yuanplease.是的,先生.但是超重了,请您付10元.Guest:Thankyou.Hereyouare.谢谢你,给你钱.Thankyou,sir.YourletterwillbearrivedtodestinationassoonasAttendant:possible.谢谢您,先生.您的信件会尽快到达它的目的地 .9Guest: That'sverykindofyou.太感谢你了.Youarewelcome.It'smypleasure.Attendant:不用谢,这是我的荣幸.BusinessCenter商务中心Lesson11IntroducetheServiceofBC介绍商务中心的服务Attendant:Goodmorning,sir.BusinessCenter,HowmayIhelpyou?早上好,先生这里是商务中心,有什么可以帮到您的呢?Guest:Goodmorning.Wouldyoumindgivingmesomeinformationonyourservice?早上好.你能给我提供一些关于你们服务的信息吗?Certainly,sir.WehavecomprehensivecommunicationfacilitiesandAttendant:secretarialassistancecateringtotheneedsofallourbusinessguests.是的,先生.我们向所有的客人提供联系沟通工具和秘书协助工作.Guest:Fine.Ihavesomepaperstobetyped.Couldyouhelpme?好的,我有一些文件要打印,你能够帮助我吗?Certainly,sir.Iwillmanageit.Excuseme,sir.WhenwillyouwanttoAttendant:getit?是的,先生.我能处理好的.打扰您一下.请问您什么时候需要这些文件呢?Guest:Ihopetogetitbefore15:00tomorrow.我希望在明天15:00之前得到.Attendant:Certainly,sir.Howmanypagesintotal?是的,先生.请问一共需要多少页?Guest:20pages.20页.Attendant:Sure,sir.OnepageperRMB10Yuan.200Yuanintotal.是的,先生.每一页10元,总共200元.Guest:Allright.Hereyouare.好的,给你钱.Thankyouverymuch.Iwilltrymybesttodoit.Seeyou.Attendant:非常感谢您,我一定会做好的 .再见.10Lesson12 AbouttheFaxService 传真服务Attendant:Goodmorning,sir.HowmayIhelpyou?早上好,先生.有什么可以帮助您的呢?Guest:Goodmorning.Iamwaitingafaxfromshanghai.早上好.我在等一封上海来的传真.Attendant:Justamoment,please.I'llcheck.MayIhaveyourname?请您稍等,我在查阅.请问您贵姓?Guest:Allright.IamKen.好的,我是Ken.Iamsorrytohavekeptyouwaiting.IamsorrytosaythatwehavenotAttendant:gotthefaxnow.对不起,让您久等了.我非常遗憾的告诉您,我们现在还没有收到这个传真.Guest:What'stobedone?那怎么样办呢?Mr.Ken.Don'tworry,wewillhandleit.Oncewegetit,wewillinformAttendant:yourightaway.MayIhaveyourroomnumber?Ken先生,请您不用担心.如果我们收到传真,我们会立刻通知您.您能够告诉我您的房号是多少吗?Guest:Thankyouverymuch.Myroomnumberis1234.太感谢你拉.我的房号是1234.Youarewelcome.It'smypleasure.Attendant:不用谢,这是我的荣幸.Lesson13OtherService其他服务Attendant:Goodmorning,Mr.Ken.HowmayIhelpyou?Ken先生,早上好.有什么能为您效劳的呢?Guest:Goodmorning.Iwanttouseyourcomputer.早上好,我想用一下你们的电脑.Attendant:Certainly,sir.Thisway,please.当然可以,先生.这边请.Guest:Thanks.11好的,谢谢.Attendant:Sorrytodisturbyou,sir.Rentingcomputer1minuteperRMB1Yuan.对不起,打扰您一下.使用电脑,一分钟一元钱.Guest:Fine.Igotit.Thanks.好的,我知道了,谢谢.Attendant:Youarewelcome.It'smypleasure.不用谢,这是我的荣幸.GuestServiceCenter宾客服务中心Lesson14TransferTelephone转接电话Attendant:Goodmorning,ServiceCenter,HowmayIhelpyou?早上好,服务中心,有什么可以帮到您的呢?Ken:Yes,IamKen.Iwanttotalkwithmyboss,hisroomis4321.Couldyouhelpmetotransfermyphone?是,你好.我是Ken,我要和我的老板通话,他在4321号房间,你能帮助我转接吗?Attendant:Certainly,sir.Holddown,please.Letmecontactwithyourbossnow.是的,先生.请勿挂机.我现在联系您的老板.Ken:Thanks.Iamwaiting.谢谢,我在等待.Goodmorning,Mr.Cool.ThisisServiceCenter.Sorrytodisturbyou.Yourfriend,Mr.Kenwantstotalkwithyounow.WouldyoumindansweringAttendant:hisphone?Cool先生,早上好.这里是服务中心,对不起,打扰您了.您的朋友,Ken先生想现在和您通话,您介意现在接电话吗?Cool:Yes.Thankyou.好的,可以接电话.Attendant:Youarewelcome.It'smypleasure.不用谢,这是我的荣幸.Attendant:Mr.Ken.Sorrytohavekeptyouwaiting.YoucantalktoMr.Coolnow.Ken先生,对不起,让您久等了.您现在可以和Cool先生通话了.Ken:Thankyouforyourhelp.感谢你帮助.Youarewelcome.It'smypleasure.Attendant:不用谢,这是我的荣幸.12Lesson15InquiryService问询服务Goodmorning.ServiceCenterInterContinentalResortJiuzhaiParadise.Attendant:HowmayIhelpyou?早上好.九寨天堂洲际大饭店服务中心,有什么可以帮到您的呢?Guest:Goodmorning.Iwanttoinquirysomethingaboutyourhotel.早上好.我想咨询一下你们饭店的事情.Attendant:Certainly,sir.Speakingplease.当然可以,先生.请讲.Guest:HowcanIgotoyourhotel?我怎么样才可以到达贵饭店呢?Certainly,sir.YoucantakeplanetoHuanglongAirportandthebookedAttendant:vehiclewillreceiveyou,oryoucantakeabustoourhoteldirectly.是的,先生.您可以乘坐飞机到黄龙机场,提前预定好的车辆来接您.或者您可以乘坐大巴直接到我们饭店.Guest:HowlongcanItaketoyourhotelfromChengdu?从成都到你们饭店要多久呢?About1hourbyplane,about10hoursbybus,sir..Attendant:是的,先生.如果您乘坐飞机大概要1小时左右,而乘坐大巴则需要10个小时左右.Guest:Thanks.Andhowaboutweather?好的,谢谢,那天气情况怎么样呢?Alittlecoldinmorningandnight.Atdaytime,sunnydaywillwelcomeAttendant:yourcoming.一早一晚有一点冷.但是白天将会有个非常好的天气迎接您的到来.Guest:Thatisverykindofyou.Andhowaboutentertainment?你太好了.那你们饭店的娱乐设施有那些呢?Wehavealargeindoorswimmingpool,drifting,horseridingandsoon.Attendant:我们饭店有一个巨大的室内游泳池,有漂流和骑马等等.Guest:Thankyouverymuch.Ihopeinyourhotelnow.Seeyou.非常感谢你,我真希望现在就在你们饭店享受.再见.Attendant:Youarewelcome.It'smypleasure.Goodbyeandhopeyoucoming.13不用谢,这是我的荣幸.再见,期待您的到来 .Lesson16 MorningCallService 叫醒服务Goodmorning, Mr.Ken.This isyourmorning call service. It's 7:00 now.Todayis sunnydayandthetemperature is from15o-20o. Haveanice day!Attendant: Goodbye.Ken先生,早上好.这是您的叫醒服务 .现在是早上 7:00.今天天气晴朗,温度从15度到20度.祝您今天过的愉快 !再见.Guest: Thankyou.谢谢.Youarewelcome.It'smypleasure.Attendant:不用谢,这是我的荣幸.Lesson17 SettleComplaint 处理投诉Goodafternoon,ServiceCenter.HowmayIhelpyou?Attendant:下午好,服务中心.有什么可以帮到您的呢?Guest:Ineedapillowinmyroom.我要一个枕头 .Certainly,sir.Iwillhandleitassoonaspossible.Anythingelse?Attendant:是的,先生.我们会立刻处理好的.还有别的什么需要帮忙的吗?Guest:Yes,thecorridorissonoisy.Thatwillinfluencemysleeping.是的,走廊太吵了,这样会影响我的睡眠的.Attendant:Sure,sir.Wewillhandleitrightaway.Wishyouhaveasoundsleep.是的,先生.我们会立刻处理好的.祝您今晚睡个好觉.Guest:Manythanks.多谢.Attendant:Youarewelcome.It'smypleasure.不用谢,这是我的荣幸.DateandTime日期和时间Months月份January一月February二月March三月April四月May五月June六月July七月August八月September九月October十月November十一月December十二月WeeksandDays星期的表达Monday星期一Tuesday星期二Wednesday星期三Thursday星期四Friday星期五Saturday星期六Sunday星期日14Time时间1:00oneo’clock1:15onefifteen/aquarterpastone1:30onethirty/halfpastone1:45oneforty-five/aquartertotwoVocabula