酒店前厅部英语培训课件

前厅部英语培训教材

Englishtrainingmaterial目录第一章

基础英语…1第二章

客房预订…22第三章登记入住…32第四章结账退房…44第五章电话服务…55第六章物品寄存…73第七章洗衣服务…92总经理Generalmanager餐饮部FoodandBeverageDepartment前厅部Frontoffice客房部HousekeepingDepartment销售部SalesandmarketingDepartment人力资源部HumanresourceDepartment培训部TrainingDepartment康乐部RecreationDepartment工程部EngineeringDepartment保安部SecurityDepartment财务部FinancialDepartment采购部PurchasingDepartment营业场所名称Namesofbusinessplace前台FrontOffice礼宾部Concierge商务中心BusinessCenter总机Operator健身中心Fitnesscenter大堂吧LobbyBar咖啡厅CofferShop收银Cashier美容美发BeautySalon商店Store/shop中餐厅ChineseRestaurant西餐厅WesternRestaurant职位Position总经理GeneralManager副总经理AssistantgeneralManager经理Manager秘书Secretary大堂副理AssistantManager收银员Cashier主管Supervisor领班Captain客房服务员Attendant接待员Receptionist接线员Operator行李员Bellman月份Month一月January二月February三月March四月April五月May六月June七月July八月August九月September十月October十一月November十二月December星期Week星期一Monday/Mon星期二Tuesday/Tue星期三Wednesday/Wed星期四Thursday/Thu星期五Friday/Fri星期六Saturday/Sat星期日Sunday/Sun礼貌用语CourtesyEnglish

1、Goodmorning/afternoon/evening,Sir/Madam.早上好/下午好/晚上好,先生（女士）。2、Nicetomeetyou.很高兴见到你。3、Howdoyoudo?/Howareyou?你好吗？4、Welcometoourhotel.欢迎光临我们酒店。5、Haveagoodtime.祝您过得愉快！

6、Justamoment,please.请稍等一下。7、Don’tworryaboutit别担心。8、Ibegyourpardon?(orPardon?)对不起，请再说一遍好吗？9、Certainly.当然可以。10、Ofcourse.当然可以。11、I’msorry,that’snotallowed.对不起，这是不允许的。12、No,I’mafraidnot.不，恐怕不行电话用语Telephonesentences

1、Waitamoment,please.对不起，请稍等。2、Ibegyourpardon?/Pardon?对不起（我没听清楚）。3、Couldyouspeakalittleslower,please？

请您稍微讲慢一点。4、Whatnumberareyoucalling?请问对方什么电话号码。

5、Couldyouholdtheline,please?请不要挂机。6、Youarewantedonthephone,Mr.Bellow.贝罗先生，有您的电话。7、Pleaseholdtheline.I’llputyouthroughinaminute.请稍等，马上为您接通。8、I’llswitchyoutoRoom1120.我马上给您接301房间。9、I’msorrytheextensionisbusyjustnow.对不起，电话分机刚才占线。答谢用语Thanksandanswer1、Thankyou(verymuch)谢谢您（非常感谢）2、Thanksalot.多谢。3、It’sverykindofyou.谢谢，您真客气。4、Youarewelcome.不用谢。5、Notatall./Don’tmentionit.不用谢6、Itismypleasure.非常乐意为您服务。7、Iamatyourservice.随时为您服务。8、Thatisallright.没关系。征询语Consult1、CanIhelpyou?HowmayIhelpyou?/WhatcanIdoforyou?我能为您做些什么？2、IsthereanythingIcandoforyou?有什么能为您效劳的吗？3、Whatelsedoyouwant?Isthereanythingelse?您还要别的什么吗？4、Ifyouneedanythingelse?justfeelfreetotellme.如果您还需要别的什么，尽管告诉我好了。

5、Excuseme,mayIhaveyourname?对不起，请问您怎么称呼？提醒用语recallingwords1、Watchyourstep.请走好。2、Becareful,please.请小心。3、Donotworry.别担心。4、Takeiteasy.别紧张。5、Pleasedonotsmokehere.请不要在这吸烟。6、Pleasedonotleavinganythingbehind.

请别忘了您的东西。道歉Apology1、Iamsorry.对不起。2、Sorrytokeepyouwaiting.对不起，让您久等了。3、Waitamoment,Iwillasksomebodytohandleit.请稍等，我马上叫人来处理。4、I’msorry.很抱歉。5、Excuseme.对不起。6、Sorrytohavekeptyouwaiting.对不起，让您久等了。7、Sorrytointerruptyou.对不起，打扰了。8、Itdoesn’tmatter.没关系。9、Nevermind.不要紧，没关系。告别Farewell1、Goodbye.再见。2、Goodnight.晚安。3、Seeyoulater.一会见。4、Seeyoulater(tomorrow).以后（明天）见！5、Haveagood/nicetrip.旅途愉快。6、Wishyouhaveapleasantjourney.

祝您旅途愉快。7、Goodluck.祝你好运。8、Goodbyeandthanksforcoming.

再见，感谢您的光临。9、Goodbyeandhopetoseeyouagain.

再见，欢迎下次再来。10、Haveagoodrest.祝您休息好！指引方向Askingandgivingdirections1、Thisway,please.这边请。2、Goahead,andturntotheleft/right.往前走，然后左/右转。3、Itisonthesecondfloor.在二楼。4、Itisnextto…紧靠着…5、Itisoppositethe…在…的对面。6、Iwilltakeyouthere.我带您去。7、Goupstairstothethirdfloor.往楼上走到三楼。8、Takethelifttothethirdfloor.乘电梯到三楼。9、Theliftsareinthelobbynearthemainentrance.电梯间在大厅靠大门外。10、Let’staketheelevatoruptothesecondfloor.让我们乘电梯上二楼。11、Whereisthetoilet?卫生间在哪？12、Thereisawashroomattheendofthecorridor.洗手间在走廊尽头。13、Youfirst,please.您先请。14、Walkstraightahead.一直往前走。15、Turnleft(right).往左（右）转。16、Goupstairs(downstairs).上（下）楼。

第一章客房预订Howmuchistheroom?房租是多少钱？

I'dliketoextendmyreservationforonemorenight.我想将预定再延长一晚Wewillextendthereservationforyou.我们会为您延长预定的ShallImakeareservationforyounow?我现在为您预订好吗？Whendidyoumakethereservation?您什么时候预定的Inwhosenamewasthereservationmade?这项预定是用谁的名字订的Yourroomisconfirmed.您的预定已经得到确认

Doyouhaveonesingleroomfortwonights?我想订俩个晚上的单人房一间行吗？I'dliketoreservearoom.我想订个房间。

Whichdatewillthatbe?要订在什么时候？Howmanynightsdoyouwishtostay?您希望住几晚？

RoomReservation（经典对话）A：Goodmorning!Roomreservations,mayIhelpyou?B：Yes,I'dliketoreservearoom.A：Thankyou,sir.Forwhichdateandhowmanyguestswilltherebeinyourparty?B：FromApril,16thto20th.Justmywifeandmyself.A：FromApril,16thto20th.Andwhichkindofroomwouldyouprefer,sir?B：twin,please.A：Couldyouholdthelineplease.Iwillcheckourroomavailability.Thankyouforwaitingsir.Wehaveatwinroomat368yuanpernight.Wouldthatbeallright?B：Ok,I'lltakeit.A：Thankyou,sir.MayIhaveyournameandphonenumber,please?B：Sure,mynameisAronJohnson.Myphonenumberis32425827.A：Mr.AronJohnson.Phonenumberis32425827.Excuseme,howdoyouspellyourfirstname?B：It'sdoubleA-r-o-n.A：DoubleA-r-o-n.ThankyouMr.Johnson.MayIknowyourarrivaltimeonApril,16th.B：Around9pm.A：Mr.Johnson.Fortheunguaranteedreservation,wecanonlyholdtheroomby6pm.Becauseitisthepeakseasonnow.Ifyoumaketheguaranteedreservation,wecanholdtheroomovernight.Wouldyouliketomakeaguaranteedreservationbycreditcard?B：Fine,doyouacceptAmericanexpress?A：Yes,mayiknowthenumber?B：It's134948.A：ThankyouMr.Johnson.You'vemadeguaranteedreservationinJinhuaHotel.FromApril,16thto20thforfivenights.Ifyoucan'tarriveatscheduled.Pleaseinformusbefore6pmonApril,16th.Thankyouforcalling.Andwelookforwardtoservingyou.第二章登记入住Didyoumakeareservation?您预订房间了吗？Doyouhaveareservation?您预订了吗？MayIhaveyourname,please?您能告诉我您的名字吗？Forwhichdatesdoyouwanttobooktherooms?您想订哪几天的房间呢？Whattimewillyoubearrive?您将在何时到达？Wehavesinglerooms,doublerooms,suitesanddeluxesuitesinourhotel.我们宾馆有单间、双人间、套间和豪华套间。Adoubleroomcosts368Yuanpernight.双人房的房价是每晚368元。Breakfastisalsoincluded.早餐也包括在内。Whatkindofroomwouldyouliketoreserve?您想订哪种类型的房间?Asingleroomoradoubleroom?要单人间还是双人房间？MayIhaveyourname,please?请问您的姓名。Howlongwillyoubestaying?您将要住多久？Howwouldyouliketomakepayment/settleyourbill?您打算如何付款呢？Incash/BycreditcardMayIseeyourpassport,please?请出示您的护照。Couldyoufillinthisform,please?请填写这份表格。Couldyousignyourname,please?请签上您的姓名。Thisis/Here’syourkeycard.这是您的匙牌。Yourroomnumberis246onthesecondfloor.您的房间号码是二楼的246室。Ifyouleaveafter6:00p.m,you’llhavetopaythefullaccount.晚上六点以后退房,按全天收费计算.Ifeelterriblysorry.Thisisthebusiestseasonandallkindsofroomsarefullybooked.非常抱歉，这个季节人多，各种房间都订满了。经典对话C=FrontOfficeClerk前台服务员G=Guest顾客C:Goodafternoon.WelcometoJinhuahotel.MayIhelpyou?下午好！欢迎光临锦华大酒店。能为您效劳吗？G:Yes,I’dlikecheck-in,please.我要登记住宿。C:Certainly,Sir.MayIhaveyourname,please?好的，先生。请问大名？G:I’mLawrenceBrown.我叫劳伦斯布朗。C:Doyouhavereservationwithus.Mr.Brown?布朗先生，您预订了房间了吗？G:Yes,fromtonight.是的，预订了。从今晚开始。C:Justamomentplease.I’llcheckourreservationrecord.(Afterawhile)Thankyouforwaiting,Mr.Brown.YourreservationisforatwinfromMarch5thto7thforthreenights.Isthatright?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个晚上的双床间，是这样的吗？G:Exactly.对。C:Couldyoufillouttheregistrationform,please?

请填写这张登记表好吗？G:Fine(Filltheform)好的（填写表格）C:Howwouldyouliketomakepayment?您打算如何付款呢？G:ByAmericanExpressCard.用美国运通信用卡。C:MayItakeaprintofthecard,please?请让我划印一下你的卡，好吗？G:Sure,hereyouare.好的，给你。C:Thankyou,Mr.Brown.Yourroomnumberis2809.That’sonthe8thfloor.Pleaseenjoyyourstay.谢谢您，布朗先生。您的房间是9楼的2809房，希望您住得愉快。第三章结账退房经典对话(C=CashierG=Guest)C:Goodmorning,sir.MayIhelpyou?G:Yes,I’dliketocheckout.C:Certainlysir.MayIhaveyourroomkey,please?G:Sure,hereitis.C:Justamoment,please.I’lldrawupyourbillforyou.(Afterawhile)C:Mr.Johnson,yourbilltotalsUS$520.Howwouldyouliketomakethepayment?G:Bycreditcard.DoyouacceptVisa?C:Yes,Mr.Johnson.G:Hereyouare.C:(Printthecard)Couldyousignhere,please?G:Sure.C:Thankyou,Mr.Johnson.Hereisyourcreditcardandyourreceipt.Haveanicetrip.结账基本应对Justamoment,please.Thecashierwillhaveyourbillreadyinamoment.请稍等，收银员马上会准备好您的账单。Iwillcalculate/drawupthebillforyou.我帮您结帐单。Howwouldyousettlethebill/makepayment?您打算如何付账呢？Incash/Bycreditcard.用现金、信用卡。Thankyouforwaiting,Mr.Lee,hereisyourbill.Wouldyoulikecheck?让您久等了，李先生。这是您的账单，您要核对一下吗？MayIhaveaninvoice?可以给我开张发票吗？Certainly,sir.MayIknowthenameofyourcompany?当然可以，先生。请问贵公司宝号？Couldyousignyournamehere,please?请您在这儿签名，好吗？Here’syourchangeandreceipt/invoice.这是您的零钱和收据/发票。

外币兑换*I’dliketochangetheseUSdollarsintoRMB.我想把这些美元兑换成人民币。*Couldyoufilloutthisform,please?请您填写这张表格好吗？*TheexchangerateofUSdollartoRMBis100:823,thatwillgiveyouRMBXXyuan.美元兑人民币的汇率是100：823，那就是要给您xx元人民币。*Wouldyoulikeitinsmallorlargebills?您想要小额还是大额的钞票？WehaveachangelimitofUS$XXbetween9p.m.and8a.m.在夜晚9点到早上8点之间，我们有xx美元兑换限额。YoumaygototheBankofChinatochangeyourmoney.您可以到中国银行去兑换。

Ifwechangelargeamounts,ourcashsupplyrunsoutandwe‘reunabletoobligeourotherguests.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。Wehopeyoucanunderstand.希望您能谅解。关于延迟退宿Ifyoucheckoutafter12:00atnoon,you’llhavetopayalloftherate.如果您在中午12点之后退宿，就得付半天的房费。Ifyoucheckoutafter6:00p.m.,you’llhavetopaythefullrate.如果您在下午6点之后退宿，就得付一天的房费。

送别客人Haveanicetrip.祝您旅途愉快。Wehopetoenjoyyourstay.希望您在这儿住的愉快。

第四章电话服务电话服务一、经典对话Goodevening,informationdesk,mayIhelpyousir?Yes,IhavesomethingurgentospeaktoMr.Williamhooverbrown,butIforgothisroomnumber.Iseesir,Iwillcheckitforyou.Howdoyouspellhisnameplease?w-i-l-l-i-a-m,h-o-o-v-e-r,WilliamhooverThankyousir,justaminutplease.Thankyouforwaittingsir.MrHooverisstayinroom1027,areyoucallingfromoutsidesir?No,it'shousephone.Iamafraidwecannottransferroomtoroomcalls,couldyoumakethecallderectlyplease?Youmaydial0firstandthentheroomnumber.Allright,thankyouYoualwayswelcome,sircouldyouputmethroughtoroom203.请帮我接通203号房好吗？whomwouldyouliketospeakwith?您想找哪一位？I’dliketospeaktoMr.Brown.我想请布朗先生听电话howdoyouspellhisnameplease?请问他的名字怎么拼？couldyourepeatthatplease?请再说一次好吗？couldyouspeakmoreslowlyplease?请说慢一点好吗？couldyouspeakalittlelouderplease?请说大声一点好吗？couldyouholdthelineplease?请别挂断好吗？couldyouputmethroughtoroomreservation？westernrestaurantdesk/toroomserviceplease?你能帮我接通客房预订部/餐厅预订处/客房送餐服务部吗？justamomentplease?请稍侯I’llputyouthrough…我这就为您转接过去goahead,youthrough.请讲，您的电话已接通。couldyoupagehimforme?请帮我用广播叫他好吗？I’mafraidyourpartywascutoff.对方恐怕已经挂断了Didhegivehisname?他有没有留下名字？I’mafraidthelineisbusy./I’mafraidthelineisengaged.恐怕电话正占线I’mafraidthere’snoguestwiththatname./I’mafraidthere’snoployeewiththatname/I’mafraidthere’snorestuarentwiththatname.恐怕没有叫那个名字的客人/职员/餐厅酒店内部转接电话Couldyouputmethroughtoroom2127please?请帮我接通2127号房好吗？I’mafraidthereisnoreplyfromroom2127恐怕2127房没有人接听。Couldyoutryagain?你能再试一次吗？I‘llsentsomeonetohelpyou.

I’dliketocallmyfriendinhisroom,whatshallIdo?我想打电话到朋友的房间，该怎样打？Fromthehouseroom,pleasedialtheroomnumberderectly.打内线请直拨房号I’mafraidthereisstillnoreply.恐怕还是没有人接听。Wouldyouliketoleaveamessage?您给他留言好吗？I’llputyouthroughtothemessagedesk.我帮您接通留言台。I’mafraidyoudialthewrongnumber.您恐怕拨错号码了。Wehavenoroomwiththatnumber我们并没有那个号码的房间。Who’reyoucallingplease?请问您要找谁？Whichcountryareyoucalling?请问您是要打到哪个国家？You’rethrough电话接通了pleasedialextension352请拨分机352订叫醒电话I’dliketohaveamorningcallfortomorrowmorning我想订个明天早上的叫醒.atwhattime?几点呢？atwhattimeshallwecallyou?我们该什么时候叫您起床？Thephonenumberofourhotelis2088888.我们宾馆的电话号码是2088888。Pleasedial9beforeyoudialthenumber.拔号码前请先拔9。Forlocaltelephonecalls,pleasepress9firstandthendialthenumber.若打本地电话，请按9，然后再拔号。

Weareopenfrom6inthemorningto11intheevening.我们的营业时间是从早上6：00到晚上11：00。There’swifiatthelobbyarea.

大堂范围内有无线网络。Iwanttousetheinternet.我想上网。YoucanusetheWIFIinthelobby.您可以在大堂获取WIFI上网。HowdoIgetaninternetconnection?我怎样才能上网?A

Hello!

Canyoutellifthereisaninternetconnectioninthehotel?A

你好！请问在旅馆里可以上网吗？B

Yes,sir.

Thereis.B

是的，先生。可以。A

WhatshouldIdo?A

我该怎么做？B

There’saninternetcableinyourroom.

Justconnectittoyourlaptop.B

在你的房间里有网线。把它和你的笔记本接起来就可以了。A

OK,andthat’sall?

DoIhavetodoanythingelse?好的，就这些吗?我还需要做什么吗？B

Yes,youneedapasswordtoconnecttothehotelinternet.

Thepasswordis。。。.是的，上网需要密码。密码是。。。A

OK.

Thatsoundsclearandsimple.Thankyou.好的。听起来清楚简单。谢谢你。B

You’rewelcome.

Justcallagainifyouhaveanyproblems.不客气。如果你有什么问题再打电话来。五物品寄存服务

经典对话B=BellmanofCloakroom寄存处服务员G=Guest顾客B:Goodafternoon.CanIhelpyou?下午好，有什么能为您效劳吗？G:I`dliketoleavethisbagwithyou.我想把这个袋子存在你这儿B:Certainlysir.Isthereanythingvaluableorbreakableinit?好的，先生。请问袋子里头有贵重或易碎物品吗？G:Ur...Thereisanecklaceinit.嗯...有条项链B:Wouldyoumindtakingthenecklacewithyou,orleavingitatthesafetydepositbox?您是否介意自己带着这条项链或者把它放在保险箱里呢？G:Well,don'tbother.I'lltakeitwithme.Willthatbeallright?唉，别麻烦了，我自己拿着它吧。这样可以了吗？B:Thankyou,sir.Hereisyourtag.Thiscloakroomisopentill11:00pm,couldyoupickitupbythen?谢谢您，先生。这是您的取物牌。本寄存处开放到晚上11点，您在那以前来领取好吗？G:Sure.Thankyou.好吧，谢谢。B:Withpleasure,sir.非常乐意为您服务，先生。I'dliketoleavethisbagwithyou.我想把这个袋子寄存在你这儿。Isthereanythingvaluableorbreakableinit?请问这里面有贵重或易碎物品吗？Wouldyoumindtakingthevaluableswithyou,orleavingthematthesafetydepositbox?您是否介意自己带着贵重物品或者把它们放在保险箱里呢？Hereisyourtag.这是您的取物牌。Youareexpectedtoproducethetagwhenyoucollectyourbag.您来拿袋子的时候要出示取物牌。Thiscloakroomisopentill...,couldyoupickitupbythen?本寄存处开放到...，您在那以前来领取袋子好吗Isthisthecorrectnumberofbags?

请您清点一下行李够吗？Hereisyourhandbagtag!

这是您的行李寄存卡。I’mverysorrytohavekeptyouwaiting?

对不起，让您久等了。MayIhaveyourbaggagetag,please?

请出示您的行李牌？Justamomentplease,Ihavebroughtyourbaggage.

请稍等一下，我去推一个行李车。Therearesafetydepositboxesatthefrontdesk.

您好，总台那里有贵重物品保险柜。youmay[can]leaveyourluggageintheconcierge您可以把行李放在礼宾部。Please

sign

your

name

here.

请您在这里签名。Are

these

your

baggage?

这些是您的行李吗？Is

this

everything,

sir？

这是全部东西吗，先生？Just

a

moment,

madam.

I'll

bring

them

to

you

right

away.

等一会儿，夫人。我马上送来。Would

you

like

me

to

call

a

taxi

for

you?

你需要我为你叫一辆出租车吗？Would

you

want

a

taxi?

您需要出租车吗？About

20

minutes

by

taxi

from

here

to

Airport.从这里到机场大概需要20分钟。I‘m

sorry

to

have

kept

you

waitting

.Sorry

to

have

kept

you

waiting对不起让你久等了。

Would

you

tell

me

your

phone

number您能告诉我您的电话号码吗？

After

you,

please．/

You

first,

please.你先请。

This

way,

please这边请。

Is

there

anything

else

I

can

do

for

you？

您还有什么事要我做吗？

Doyouneedtostoreyourbaggage?Wouldyouliketocheckyourluggage?您需要寄存您的行李吗？

Whatisyourroomnumber?

您能告诉我您的房间号吗？领取物品CanIgetmybagback,please?请问我能拿回我的袋子吗？MayIhaveyourtag,please?请把取物牌给我好吗？Couldyoucheckifeverythingishere?劳驾您检查一下东西是否齐全好吗？客人遗失了取物牌Ileftmybagwithyou,butIcan'tf