酒店前厅部基本英文服务知识.doc

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Front Office
前厅部
Reception前台

Lesson 1 At the Reception Desk接待台

Attendant:
Good morning, sir. Welcome to our hotel.
早上好，先生。欢迎来到我们酒店。
Guest:
Good morning.

早上好。
Attendant:
How may I help you, sir?
我能有什么为您服务的呢？
Guest:
I reserved a KSUG three weeks ago. I am Ken.

我是Ken，我在三周之前预定了一间高级大床间客房。
Attendant:
Just a moment, please, Mr.Ken. I'll check the arrival list.
Ken先生，请您稍等。我查询一下预抵单。
One minute later…
Attendant:
I am sorry to have kept you waiting. May I have your passport, please?
对不起,让您久等了.我能看下您的护照吗？
After check…
Attendant:
Thank you, sir. I am checking in for you. Please sign it.
谢谢您，先生.我现在为您登记,请您签字。
Guest:
Thanks. Here you are. Is it all right?

谢谢,给你.这样就好了吗?
Attendant:
Certainly, sir. Thanks. Pay in cash or by credit card?
对的，谢谢。您用现金还是信用卡付费呢？
Guest:
Credit card.

信用卡。
Attendant:
Certainly sir. Here's the key to Room 1234 and your room cards. Please keep them.
当然可以先生。这是您1234号客房的房卡，请妥善保管。
Attendant:
And the bellman will show you the way. Have a nice day, sir. Wish you a pleasant stay in our hotel.
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:
Thank you.

谢谢。
Attendant:
You are welcome. It's my pleasure.
不用谢，这是我的荣幸。

Lesson 2 Receiving a Walk-in Guest接待散客

Attendant:
Good afternoon madam. How may I help you?
下午好，女士。有什么能为您效劳的呢？
Guest:
Yes. I've just arrived from the U.S.A. Could I have a room for tonight?

是的，我刚从美国来到这里，我今晚能住在在这里吗？
Attendant:
Certainly, madam. Excuse me, have you made a reservation?
是的,女士，打扰一下。请问您有预定吗？
Guest:
I am afraid not.

对不起，我没有。
Attendant:
Excuse me, sir. How many people do you have, please?
打扰您一下,请问您多少位呢？
Guest:
Just one.

我一个人。
Attendant:
Just a minute, please. I have to check if there is a room available.
请稍等。我去查一下是否有空房。
one minute later…　
Attendant:
I am sorry to have kept you waiting, madam. Here is a room for you.
对不起,让您久等了,女士,还有一个房间.
Guest:
Thank you very much.

十分感谢你。
Attendant
You are welcome. It is my honor.
不用谢，这是我的荣幸。

Lesson 3 Checking out退房

Attendant:
Good morning, sir. How may I help you?
早上好，先生。有什么可以帮到您的呢？
Guest:
May I have my bill?

我可以付账了吗？
Attendant:
Sure, sir. May I have your room number and when do you want to check out?
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:
My room number is 1234 and I'd like to check out now.

我的房号是1234，我想现在就退房。
Attendant:
Just a moment, please.
请稍等。
Checking files…
Attendant:
I am sorry to have kept you waiting. Are youMr. Ken?
对不起，让您久等了。请问您是Ken先生。
Guest:
Yes, I am.

对的，是我。
Attendant:
Thank you, sir. Here is your bill. It totals RMB 3333 Yuan, including 15% service charge, please check it.

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. Can I pay with traveler’s checks or in cash?

是的，完全正确。我能记在旅行支票，还是付现金呢？
Attendant:
Both fine, sir.
是的，先生。都可以的 。
Guest:
Ok. Here is the money.

好的，给你钱。
Attendant:
Thank you sir and hope to see you again.
谢谢您，先生。希望能再见到您。
Guest:
All right. See you.

好的，再见。

Lesson 4 Extending the Stay延迟退房

Attendant:
Good morning, sir. How may I help you?
早上好，先生。有什么能为您效劳的呢？
Guest:
I was going to check out today, but I have to stay for three more nights.

我本来是在今天退房的，但是我现在要多住三天。
Attendant:
Excuse me, sir. May I have your name and room number?
先生，请问您的姓名和房号？
Guest:
Ken B in room 1234.

ken B，1234号房间。
Attendant:
Just a moment, please. Mr.Ken. I'll check.
Ken先生，请您稍等，我查询一下。
One minute later…　
Attendant:
I am sorry to have kept you waiting. I am sorry to say that your room is available for only 2 nights.
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's to be done?

那该怎么办呢？
Attendant:
Don't worry. We'll manage it for you.
不用担心。我们会为您处理好的。
Guest:
That's all?

就这样就好了吗？
Attendant:
Here is your registration form. Would you please change the date?
这是您的登记表，请您修改这个日期？
Guest:
It's kind of you! Thank you very much.

你真是太好了，非常感谢你。
Attendant:
You are welcome. It's my pleasure.
不用谢，这是我的荣幸。

Lesson 5 Changing a Room换房

Attendant:
Good morning, sir, How may I help you?

早上好，先生。有什么能为您效劳的呢？
Guest:
Good morning. I am Ken, in room 1234.Can you change the room for me? It's too noisy.

早上好，我是1234号房的Ken。你能帮我换房吗？那里太吵了。
Attendant:
I am so sorry, sir. I do apologize. Room 1234 is near by the corridor. It's possible that the noise is heard early in the morning when all is 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'd like to change my room.

就是这些吗？我想换客房。
Attendant:
Certainly, sir. We'll manage it. How about room 1020?
是的，先生。我们会处理好的。您觉得1020号房间好吗？
Guest:
Very well.

非常好。
Attendant:
Please fill in this room changing form.
请您填写换房单。
One minute later…
Attendant:
I am sorry to have kept you waiting. Thank you sir. Wish you have a sound sleep this evening.
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。
Attendant:
You are welcome. It's my pleasure.
不用谢，这是我的荣幸。

Lesson 6 Foreign Currency Exchange兑换外汇

Attendant:
Good afternoon, sir. How may I help you?
下午好，先生。有什么能为您效劳的呢？
Guest:
I'd like to change some US dollars and I want to know today's exchange rate.

我想兑换美元，我想知道今天的汇率吗？
Attendant:
Certainly, sir. According to today's exchange rate, one US dollar can change
RMB 8 Yuan. How much would you like to change, 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'll change 100 and here is the money.

好的，我兑换100美元，给你钱。
Attendant:
Please write your name, passport number and room number on the slip.
请您在这个上面填写您的姓名，护照号码和房号。
Guest:
All right, here you are.

好了，给你。
Attendant:
Thank you. You'll have it right away.
谢谢您，您马上可以拿到钱了。
A moment latter…
Attendant:
I am sorry to have kept you waiting. Here's your money.

对不起，让您久等了。这是您兑换的钱。
Guest:
Yes, thank you.

好的，谢谢你。
Attendant:
You are welcome. It's my pleasure.
不用谢，这是我的荣幸。

Concierge礼宾部

Lesson 7 Introduce Hotel Service介绍饭店的服务

Attendant:
Good afternoon, sir and madam.
女士先生,下午好。
Guest:
Good afternoon.

下午好.
Attendant:
Welcome to our hotel. Let me carry your luggage. This way, please.
欢迎来到我们饭店.让我来帮您拿行李,这边请.
Guest:
Thanks. Could you tell me something about your hotel service?

谢谢,您能介绍一些关于你们饭店的服务吗?
Attendant:
Certainly, sir. Our hotel is a first-class 5-star hotel in Lijiang and chosen as the favorite place to stay by VIPs, official guests and some travelers from many countries.
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 :
It sounds great.

太好了,真是一个好地方.
Attendant:
There are 275 rooms in our hotel. Kinds of delicious food for you anytime.
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:
How about other service?

还有什么别的服务吗?
Attendant:
Certainly, sir. We have an indoor swimming pool and with 800m2 of SPA.
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:
That is great. 那太棒了.
Attendant:
Certainly, sir. There is Front Desk. After you check in, I will take your luggage to your room.
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:
Thank you very much. 太感谢你了.
Attendant:
You are welcome. It's my pleasure.
不用谢,这是我的荣幸.

Lesson 8 About Slow Delivery of Luggage行李未及时送到客房

Attendant:
Good afternoon, sir. How may I help you?
下午好,先生.有什么可以帮到您的呢?
Guest:
Yes. I can not get my luggage until now.

是的,到现在我仍然没有拿到我的行李.
Attendant:
Certainly, sir. I am sorry to hear that. May I have your name and room 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:
My name is Ken and my room number is 1234.

我叫Ken,我的房号是1234.
Attendant:
Thank you sir. Would mind giving me some features of your luggage?
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's just an ordinary medium-sized black suitcase.

当然可以.那只是一个中等大小的黑色箱子.
Attendant:
Is your name tag attached to it?
您的名牌是否附在上面呢?
Guest:
Of course.

那当然了.
Attendant:
Mr. Ken. I am afraid that your luggage has been put at wrong place.
Ken先生,我想您的行李可能送错地方了.
Guest:
Oh, my god. How about me?

天拉,那我怎么办呢?
Attendant:
I am awfully sorry, sir. But I will find it and send it to your room as soon as possible.

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:
That is all right. Thanks.

那好,谢谢.
Attendant:
Sorry sir. I assure you such things will never happen again. See you sir.
对不起,先生.我向您保证这种事情不会再发生了.再见先生.

Lesson 9 Showing the Way引路服务 (1)

Attendant:
Good evening sir. How may I help you?
晚上好,先生.有什么可以帮到您的呢?
Guest:
Good evening sir. Where is Spa?

晚上好,请问温泉中心怎么走呢?
Attendant:
Certainly, sir. Please go ahead, across the glass gate and turn left. Here is the Spa.
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:
Thank you.

谢谢.
Attendant:
You are welcome. It's my pleasure. Have a nice evening.
不用谢,这是我的荣幸,祝您今天过得愉快.

Showing the Way引路服务(2)

Attendant:
Good morning, sir. How may I help you?
早上好,先生.有什么可以帮到您的呢?
Guest:
Good morning. Where is my room?

早上好.请问我的房间在哪儿呢?
Attendant:
Certainly, sir. May I have your room number?
是的,先生.您能告诉我您的房号吗?
Guest:
My room number is 5312.

我的房号是5312.
Attendant:
Certainly, sir. Let me show you the way./Please take the elevator to 5th floor, your room is there.
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.

Lesson 10 Mail Service邮寄服务

Attendant:
Good afternoon, sir. How may I help you?
下午好,先生.有什么可以帮到您的呢?
Guest:
Good afternoon. Could you mail a letter for me?

下午好,你能帮我邮寄一封信吗?
Attendant:
Certainly, sir. Have you stuck on the stamp?
当然可以.请问您贴邮票了吗?
Guest:
No. I need to buy some.

没有.我需要买一些.
Attendant:
Certainly, sir. How would you like it to be mailed?
是的,先生.您打算如何邮寄您的信件呢?
Guest:
Ordinary mail.

平邮.
Attendant:
Sure, sir. But it's overweight. RMB 10 Yuan please.
是的,先生.但是超重了,请您付10元.
Guest:
Thank you. Here you are.

谢谢你,给你钱.
Attendant:
Thank you, sir. Your letter will be arrived to destination as soon as possible.
谢谢您,先生.您的信件会尽快到达它的目的地.
Guest:
That's very kind of you.

太感谢你了.
Attendant:
You are welcome. It's my pleasure.
不用谢,这是我的荣幸.

Business Center商务中心

Lesson 11 Introduce the Service of BC介绍商务中心的服务

Attendant:
Good morning, sir. Business Center, How may I help you?
早上好,先生这里是商务中心,有什么可以帮到您的呢?
Guest:
Good morning. Would you mind giving me some information on your service?

早上好.你能给我提供一些关于你们服务的信息吗?
Attendant:
Certainly, sir. We have comprehensive communication facilities and secretarial assistance catering to the needs of all our business guests.
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. I have some papers to be typed. Could you help me?

好的,我有一些文件要打印,你能够帮助我吗?
Attendant:
Certainly, sir. I will manage it. Excuse me, sir. When will you want to get it?
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:
I hope to get it before 15:00 tomorrow.

我希望在明天15:00之前得到.
Attendant:
Certainly, sir. How many pages in total?
是的,先生.请问一共需要多少页?
Guest:
20 pages.

20 页.
Attendant:
Sure, sir. One page per RMB 10 Yuan. 200 Yuan in total.
是的,先生.每一页10元,总共200元.
Guest:
All right. Here you are.

好的,给你钱.
Attendant:
Thank you very much. I will try my best to do it. See you.
非常感谢您,我一定会做好的.再见.

Lesson 12 About the Fax Service传真服务

Attendant:
Good morning, sir. How may I help you?
早上好,先生.有什么可以帮助您的呢?
Guest:
Good morning. I am waiting a fax from shanghai.

早上好.我在等一封上海来的传真.
Attendant:
Just a moment, please. I'll check. May I have your name?
请您稍等,我在查阅.请问您贵姓?
Guest:
All right. I am Ken.

好的,我是Ken.
Attendant:
I am sorry to have kept you waiting. I am sorry to say that we have not got the fax now.
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's to be done? 那怎么样办呢?
Attendant:
Mr. Ken. Don't worry, we will handle it. Once we get it, we will inform you right away. May I have your room number?
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:
Thank you very much. My room number is 1234.

太感谢你拉.我的房号是1234.
Attendant:
You are welcome. It's my pleasure.
不用谢,这是我的荣幸.

Lesson 13 Other Service其他服务

Attendant:
Good morning, Mr. Ken. How may I help you?
Ken先生,早上好.有什么能为您效劳的呢?
Guest:
Good morning. I want to use your computer.

早上好,我想用一下你们的电脑.
Attendant:
Certainly, sir. This way, please.
当然可以,先生.这边请.
Guest:
Thanks.

好的,谢谢.
Attendant:
Sorry to disturb you, sir. Renting computer 1 minute per RMB 1 Yuan.
对不起,打扰您一下.使用电脑,一分钟一元钱.
Guest:
Fine. I got it. Thanks.

好的,我知道了,谢谢.
Attendant:
You are welcome. It's my pleasure.
不用谢,这是我的荣幸.

Guest Service Center宾客服务中心

Lesson 14 Transfer Telephone转接电话

Attendant:
Good morning, Service Center, How may I help you?
早上好,服务中心,有什么可以帮到您的呢?
Ken:
Yes, I am Ken. I want to talk with my boss, his room is 4321. Could you help me to transfer my phone?

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. Hold down, please. Let me contact with your boss now.
是的,先生.请勿挂机.我现在联系您的老板.
Ken:
Thanks. I am waiting.

谢谢,我在等待.
Attendant:
Good morning, Mr. Cool. This is Service Center. Sorry to disturb you. Your friend, Mr. Ken wants to talk with you now. Would you mind answering his phone?
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. Thank you.

好的,可以接电话.
Attendant:
You are welcome. It's my pleasure.
不用谢,这是我的荣幸.
Attendant:
Mr. Ken. Sorry to have kept you waiting. You can talk to Mr. Cool now.
Ken先生,对不起,让您久等了.您现在可以和 Cool先生通话了.
Ken:
Thank you for your help. 感谢你帮助.
Attendant:
You are welcome. It's my pleasure.
不用谢,这是我的荣幸.

Lesson 15 Inquiry Service问询服务

Attendant:
Good morning. Service Center InterContinental Resort Jiuzhai Paradise. How may I help you?
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:
Good morning. I want to inquiry something about your hotel.

早上好.我想咨询一下你们饭店的事情.
Attendant:
Certainly, sir. Speaking please.
当然可以,先生.请讲.
Guest:
How can I go to your hotel?

我怎么样才可以到达贵饭店呢?
Attendant:
Certainly, sir. You can take plane to Huanglong Airport and the booked vehicle will receive you, or you can take a bus to our hotel directly.
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:
How long can I take to your hotel from Chengdu?

从成都到你们饭店要多久呢?
Attendant:
About 1 hour by plane, about 10 hours by bus,sir..
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. And how about weather?

好的,谢谢,那天气情况怎么样呢?
Attendant:
A little cold in morning and night. At daytime, sunny day will welcome your coming.
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:
That is very kind of you. And how about entertainment?

你太好了.那你们饭店的娱乐设施有那些呢?
Attendant:
We have a large indoor swimming pool, drifting, horse riding and so on.
我们饭店有