英语培训教材

主管）

：

Supervisor

10

．客户关系主任：

Guest Relation Officer

11

．领班：

Captain

12

．秘书：

Secretary

13

．文员：

Clerk

6

英语培训教材

Chapter 2

酒店英语—前厅部

Section 1

客房预定

基本词汇：

reserve

预定

hold the line

不挂断

single

单个的

twin

一对的

double

一双的

availability

可用性

per

每一的

unguaranteed

无担保的

scheduled

如期

常用句型：

1.

您好，客房预定部，请问有什么可以帮助您？

Good morning, Room reservations. May I help you?

2.

我想预定一个房间。

Yes, I

?

d like to reserve a room.

3.

谢谢您，要定在什么时候吧？您一行有多少人？

Thank you, sir. For which date and how many guests will there be in your party?

4.

四月

1 6

日到

20

日。只有我和我太太。

From April 16

th

to 20

th

. Just my wife and myself.

5.

请别挂断好吗？

Could you hold the line, please?

6.

我来查一下是否有空房间。

I

?

ll check our room availability.

7.

您能告诉我您的姓名和电话号码吗？

May I have your name and phone number, please?

8.

您想要什么样的房间？

What kind of room would you prefer?

9.

您希望住几晚？

How many nights do you wish to stay?

10.

让您久等了，先生

女士。

Thank you for waiting, sir/ma

?

am.

11.

单 人房

/

双人房每晚

**

人民币。

A single room/a twin room (a double room)is **RMB.

样本对话

R=Reservation Clerk G=Guest

R: Good morning. Room Reservation .May I help you?

G: Yes, I?d like to reserve a room.

R: Thank you, sir. For which date and how many guests will there be in your party?

G; From April 16th to 20th.

Just my wife and myself.

R: A twin, please.

G:Could you hold the line, please? I?ll check our room availability.(

After a while

)Thank you for

waiting, sir. We have a twin room at US$$180 per night, will that be right?

G: Ok, I?l

l take it.

R: Thank you, sir. May I have your name and you phone number, please?

G: Sure. My name is Li Fang, and my phone number is .

7

英语培训教材

R: Mr. Li, phone number is

?

Excuse me, how do you spell your first name?

G: It?s L,I.

R: L,I. thank you, Mr. Li. May I know your arrival time on April 16

th

?

G: Around 9:00p.m..

R: Mr. Li, for the unguaranteed reservation, we can only hold the room by 6:00p.m., because it is

the

peak

season

now.

If

you

make

a

guaranteed

reservation,

we

can

hold

the

room

overnight.

Would you like to make a guaranteed reservation by credit card?

G: Fine, Do you accept American Express?

R: Yes. May I know the number?

G: It?s 134986.

R: Thank you, Mr. Li. You ?ve made a guaranteed reservation at the ChuZhou King

-house hotel,

from April 16

th

to 20

th

for 5 nights. If you can?t arrive as scheduled, please inform us before p.m.

on April 16

th

. Thank you for calling and we look forward to serving you.

Section 2

前厅接待

基本词汇：

Registration

登记

form

表格

luggage

行李

cart

手推车

record

记录

apologize

道歉

check-in

登记入住

exactly

完全正确

payment

付款

常用句型：

1.

下午好，欢迎光临

**

酒店。

Good afternoon. Welcome to ** Hotel.

2.

能为您效劳吗

?

May I help you?

3.

请填这张登记表好吗？

Could you fill out the registration form, please?

4.

谢谢您，

**

先生，您的房间号为

*

楼的

***

房。

Thank you, Mr.**. Your room number is ****, that is on the *th floor.

5.

服务员会带您过去。

A bellman will show you the room.

6.

希望您住的愉快。

Please enjoy your stay.

7.

我派个行李员来帮您搬行李。

I

?

ll send a porter to help you with the luggage.

8.

请让我来帮您拿行李。

Let me help you with the luggage.

9.

您一共有几件行李？

How many pieces of luggage do you have?

10.

请稍候，我去推一辆行李车来。

Just a minute, please. I

?

ll bring a trolley/baggage cart.

11.

我们为您做的是在太有限了。

This is really the least we can do for you.

12.

我们可能忽略了一些细小的地方。

We might have overlooked some points.

13.

可能是除了什么差错。

8

英语培训教材

There could have been some mistake.

14.

实在对不起。

I do apologize.

样本对话：

C=Front Office Clerk G= Guest

C: Good afternoon. Welcome to King- house hotel. May I help you?

G: Yes, I?d like to check

-in, please.

C: Certainly, sir. May I have your name, please?

G: I?m Polly Green.

C: Do you have reservation with us, Mr. Green?

G: Yes, from tonight.

C: Just a moment, please. I?ll check our reservation record.(

After a while

)Thank you for waiting,

Mr. Green. Your reservation is for a twin from March 5

th

to 7

th

for three nights. Is that all right?

G: Exactly.

C: Could you fill out the registration form, please?

G: Fine.

(Fill in the form)

C: How would you like to make payment?

G: By American Express Card.

C: May I take a print of the card, please?

G: Sure, here you are.

C: Thank you, Mr. Green. Your ro

om number is 2008, that?s on the 8

th

floor.

A bellman will show you the room. Please enjoy your stay.

（处理投诉）

C=Front Office Clerk G=Guest

C: Good evening, Front Office. Can I help you?

G: This is Mrs. Green, Room 2046. I ?ve just checked in and I?m not hap

py with my room.

C: May I know what is wrong?

G: The room is smelly and there is someone?s hair on my bed! I didn?t expect such things would

happen in your hotel.

C: I?m sorry to hear that, Mrs. Green. I?ll send a housemaid to your room at once. She will b

ring

air fresher and make up the bed again for you. We do apologize for the inconvenience.

G: That?s fine. Thank you.

C: You?re welcome, Mrs. Green. My name?s Lin Ling, and if there is anything else I can do for

you, please don?t hesitate to call me.

C:

(Printed the card)

could you sign here, please?

G: Sure.

C: Thank you, Mr. Green. Here is your card and your receipt. Have a nice trip.

Section 3

商务中心

基本词汇：

urgent

紧急的

original

原始的

原件

fax

传真

business

center

商务中心

code

代码

parcel

包裹

directly

直接

extension

分机

;

延长

常用句型：

1.

好的，您想复印多少份？

9

英语培训教材

Certainly, How many copies would you like?

2.

每张

2

份。

Two copies for each.

3.

是急件。

It

?

s urgent.

4.

我需要

5

点以前拿到。

I need it before 5 o

?

clock.

5.

我想要复印

/

打

(

字

)/

打印这个。

I

?

d like to copy/tape/print this.

6.

这是您的原件。

Here is your original.

7.

我把原件放在这里。

I

?

ll leave the original here.

8.

等复印好了就打电话通知我吧。

Please call me when the copy is ready.

9.

我想要发份传真。

I

?

d like to send a fax.

10.

发去哪里？

To where?

11.

请写下国家代号、区号和对方的号码。

Please write down the country code, the area code and their number.

12.

**

先生，我是商务中心的

**

。

Mr.**,this is **from the Business Center.

13.

我们收到给您的一份传真。

We have received a fax for you.

14.

你们如何收费？

What

?

s the rate?

15.

最低收费是

< br>**

元。

The minimum charge is ** Yuan.

16.

您检查一下好吗？

Could you check it?

17.

我怎样可以去

**

？

How can I get to **?

18.

您可以乘

*

路公交车去。

You may take Bus NO.**.

19.

< br>如果你搭的士去的话，大概要

15

分钟。

If you take a taxi, it will take you 15 minutes.

20.

我要寄封信。

I

?

d like to poster a letter.

21.

我要寄一个包裹。

I

?

d like to send a parcel.

22.

邮费是多少？

How much is the postage?

23.

我现在还不清楚。

I can?t

say for sure now?

10

英语培训教材

24.

我迟一些告诉您可以吗？

I

?

ll let you know later, will that be all right?

25.

没问题，先生。

No problem, sir.

26.

这儿有一份价格表。

Here is the rate list.

27.

晚上好，询问台。

Good evening, information Desk.

28.

请再说一次好吗

Could you repeat that, please?

29.

请说慢一点好吗？

Could you speak more slowly, please?

30.

请说大声一点好吗？

Could you speak a little louder, please?

31.

您能帮我接通客房预定部

/

餐厅预订部

/

客 房送餐服务部吗？

Could

you

put

me

through

to

Room

Reservations/the

Restaurant

Reservation

Desk/Room Service

??？

32.

我这就为您转接过去。

Ｉ

?

ll put you through.

33.

您能再试一次吗？

Could you try again?

34.

打内线，直接拨房号。

From the house phone, please dial the room number directly.

35.

请拨分 机

***

。

Please dial extension ***.

36.

每天有几次航班。

There are several flights a day.

37.

我们可以为您订票。

We can book a ticket for you.

38.

您要哪一天的票？

Which day

?

s tickets would you like?

39.

您想坐哪次车？

Which train would you like to take?

40.

我想坐

1592

次。

I

?

d like to take train 1592.

41.

您要座位还是卧铺？

A seat or a berth?

42.

硬卧票已经卖完了。

Hard berth tickets are not available now?

43.

软卧怎么样？

How about a soft berth ticket?

44.

我要一张下铺，多少钱？

A low berth ticket, please.

11

英语培训教材

Section 4

结账退宿

基本词汇：

check out

结帐

personal

个人的

cheque

支票

draw up

起草

cashier

收银员

credit card

信用卡

receipt

收据

常用句型：

1.

如果您在中午

< br>12

点以后退宿，就得付半天的房费

(

< br>如果您在中午下午六点以后退

宿，就得付半天一天的房费

)

。

If you check out after12:00 at noon, you

?

ll have to pay half of the rate. (If you check out

after 6 p.m., you

?

ll have to pay the full rate.)

2.

对不起，我们不能接受个人支票。

I

?

m sorry, but we are not allowed to accept personal cheque.

3.

根据酒店的规定，我们不受个人支票。

But we don

?

t accept personal checks according to the hotel policy.

4.

我想退宿

.

I

?

d like to check out.

5.

好的

,

请把房间钥匙给我好吗

?

Certainly, sir. May I have your room key, please?

6.

请 等一下

,

我帮您结算账单

.

Just a moment, please. I

?

ll draw up your bill for you.

7.

收银员马上会帮您准备好您的账单

.

The cashier will have your bill ready in a moment.

8.

让 您久等了，

**

先生。

Thank you for your waiting, Mr.**.

9.

这是您的账单。

Here is your bill.

10.

您要核对一下吗？

Would you like to check it?

11.

您打算如何付款呢？

How would you like to make payment?

12.

用现金

/

信用卡

/

旅行支票

.

In cash./By credit card./By traveler

?

s checks.

13.

美元兑人民币的兑换率

100

：

***

。< /p>

The exchange rate of US dollar to RMB is100:***.

14.

那就是说该给您

***

元人民币。

That will give you RMB ** Yuan.

15.

请您在这里签名，好吗？

Could you sign here, please?

16.

这是您的卡和收据。

Here is your card and your receipt.

17.

祝您旅途愉快

Have a nice trip.

18.

我们期待能再次为您服务。

We look forward to serving you again.

样本对话：

12

英语培训教材

C=Cashier G=Guest

C: Good morning, sir. May I help you?

G: Yes, I?d like to check out.

C: Certainly sir. May I have your room key, please?

G: Sure. Here it is.