酒店初级英语情景对话.doc

酒店初级英语情景对话
一、房务部（前厅）
1、Making a Reservation 预订客房
Reservationist(R): Good afternoon. What can I do for you?
下午好，我能帮您什么吗？
Client (C) : Good afternoon. I’m calling from Beijing Foreign Trade Company. Is it possible for me to have a suite?
下午好，这里是北京外贸公司，我想订一间套房，有吗？
R: Certainly, can you give me your name please, sir?
有的，先生，可以告诉我您的名字吗？
C: West, W-E-S-T.
R: Thank you, Mr. West. But by the way, how long will you stay here?
谢谢，WEST先生。请问你要住多久呢？
C: I’ll stay here for quite a long time.
我将会住很长一段时间的。
R: I’m glad you will be staying at our hotel for a long time.
不久乐你将会在我们酒店长住。
C: How much is the suite, please?
请问套房多少钱呢？
R: Your suite is 320 yuan (RMB) per day.
您订的套房一天是320元。
C: Does that include attendance?
有涉及服务费吗？
R:Three hundred and twenty yuan a day, service included.
320元一天，包含服务费。
C: Meals included?
餐费有包含在内吗？
R: Meals are extra, not included.
餐费是此外算的，不包含在内。
C: What services come with that?
都尚有些其他的什么服务吗？
R: For three hundred and twenty yuan a day, you will have one bedroom with air-conditioning, a sitting room, a bathroom, a colour TV set, a telephone and a major international newspaper delivered to your room every day.
您的房间有一间带空调的卧室，一间客厅，一间浴室，一台彩电，一部电话并且天天都有重要的国际新闻报送到您的房间。
C: Do I have to pay in advance?
我需要提前预付吗？
R: Yes, you may pay half of it. The account will be settled later.
要的，您需要先预付一半，稍后会设定一个帐户。
C: On which floor is the suite?
套房在几楼呢？
R: We have reserved two suites for you to choose. One is on the first floor, the other on the thirteenth floor. Both of them have a bathroom and face to the south.
我们提供两个套房供您选择。一个是在一楼，另一个是在十三楼。两个套房都带浴室并且都是朝南的。
C: What’s the difference between them？
它们之间有什么不同呢？
R: The conditions and the prices are the same. No difference.。
条件和价格都是同样的，没什么不同。
C: Which is quiet? I want a quiet one. I hate noise at night.
哪一间更安静？
R: The one on the thirteenth floor is very quiet. The room number is 1316.
三楼的那一间是非常安静的。房间号是1316。
C: I think I’ll take the one on the thirteenth floor.。
我想我还是订三楼的那一间吧。
R: OK. And your arrival and departure dates?
好的，那您抵店和离店的日期是？
C: I don’t know, but it could be seventeen to twenty days.
不知道，但是大约会住17至20天吧。
R: Then we can only confirm a room from the 10th to the 27th. I’m afraid we won’t be able to guarantee you the room after the 27th.
那我们只能确认一个房间给您，从10号至27号，恐怕我们不能保证27号之后有房间给您了。
C: What if there isn’t any room then?
是不是那之后都没有房间了？
R: Don’t worry, sir, We can either put you on a waiting list or find you a room in a nearby hotel.
不要急，先生，我们也可以将您列在等候名单上或者在最近的地方为您找一家酒店。
C: Fine, thank you. Good-bye.
好的，谢谢，再见。
2、Reception 接 待
Scene: A car pulls up in front of Landscape hotel and a doorman (Dm) goes forward to meet the guests, opening the door of the car for them.
一辆车在山水大酒店前停下了，行李员上前为客人打开车门。
Dm: Good evening, sir and madam. Welcome to our hotel.
晚上好，先生女士。欢迎光顾我们酒店。
Mr. Bellow (B): Thanks. Good evening.
晚上好，谢谢。
Dm: (Opening the trunk, taking out the baggage and looking at the name on the baggage tags)
打开车后箱，取出行李并看着行李标签上的名字。
I’m the doorman, Mr. Bellow. So you have got altogether four pieces of baggage?
我是这儿的行李员，BELLOW先生。您一共有四件行李是吗？
B: Er… Maybe five, Margaret (M)
嗯。。。也许有五件吧，MARGARET。
Dm: Five? Oh, sorry. Let me have a check again.
五件？对不起，我再检查一次。
M: Oh, no, Henry, Always poor memory! We’ve got only four.
不是的，HENRY，你老是健忘，我们只有四件行李的。
B: I see. 我知道了。
(To the doorman) Sorry, boy, You’re right. Four pieces.
对行李员说：对不起，你是对的，我们只有四件行李。
Dm: Never mind, Mr Bellow. The Reception Desk is straight ahead. After you, please.没关系。
BELLOW先生。总台就在前面，您先请。
B: Yes, thank you. 好的，谢谢。
3、Inquiring Information询 问
Receptionist (R) : Good afternoon, sir. 下午好，先生。
Mr Bellow (B) : Good afternoon, Could you please mail a letter for me? 下午好，你能为我寄一封信吗？
R: Yes, Have you stuck on the stamps yet? 好的，请问邮票贴了吗？
B: No. I need to buy some. 还没有，我得去买一些。
R: (Looking at the letter) is it to San Francisco?
（看着信件）这是寄到圣弗兰西斯科的吗？
B: Yes. And I’d like to send it by ordinary air mail.
是的，我想就普通的航空邮寄就可以了。
R: (Weighing the letter on the scales) Two yuan and sixty fen。
（将信件称重）2.6元。
B: Overweight? 超重了吗？
R: Yes.是的。
B: Two yuan and sixty fen. 2..6元(60分=6角)
R: thank you. Here it is 给你，谢谢。
(Giving the money).（付钱）
R: Here are your stamps. Please stick them on together with the air mail sticker on the front of the envelope.
这是您的邮票，请将它们和航空信件的标签一起贴在信封的前面。
B: All right. One more thing, I want to send a telex and a fax to New York. Can you arrange it for me?
好的，尚有一件事，我想发一份电报和一份传真到纽约，你能为我安排一下吗？
B: Oh, yes, sir. We have telex and fax service in our hotel. Would you please go to the business centre? You can send your telex and fax there.可以的，先生。我们酒店吸提供电报和传真服务。您可以在那儿发电报和传真。
R: Well, I’ll be going there. Thank you for your information.
好的，我这就过去。谢谢你提供的信息。
B: You are welcome. 不客气。
4、Dealing with leaving Procedure办理离店手续
Bell Captain (BC): This is the Bell Captain’s Desk. May I help you?
这里是礼宾台，有什么可以帮到您的吗？
Guest (G): I’m going to check out soon. Could you pick up my luggage, please? 我要退房了，你能上来拿行李吗？
BC: Certainly, sir. May I have your room number, please?
可以的，能告诉我您的房间号码吗？
G: Yes. It’s 2932. 。好的，2932房。
BC: Room 2932.We will send a bellman immediately. Could you wait in your room, please?
2932房，我们会立即派一名行李员上去，您在房间里等，行吗？
Bellman (B): Good morning, sir. I’ve come for your bags.
早上好，先生，我是来帮您出行李的。
G: Thank you. Could you take these two suitcases, please? I’ll bring the shoulder bag with me.
谢谢，你帮我拿这两个行李箱好吗，我拿背包。
B: Certainly, sir. Two suitcases? 好的，两件行李箱是吗？
G: Yes. 是的。
B: Is there anything valuable or breakable in them?
里面是否有贵重物品或者易碎物品呢？
G: No. 没有。
B: This is your claim tag, sir. We will keep your bags at the Bell Captain’s Desk. Could you pick them up there, please?
这是您的行李标签，我们会将行李放在行李台。您到那儿取行李好吗？
G: Certainly. 好的。
B: Thank you, sir. 谢谢您。
5、Smiling welcome微笑相迎
Scene:The Smiths (G)emerge from a lift.A floor attendant (FA)meets them in the corridor. Smiths一家人从电梯里出来，一个楼层服务员在通道迎接他们。
FA:(Smiling)Good morning,sir and madam.May I show you to your room?
（微笑）早上好，先生、女士们。我可以带你们到房间吗？
G:Yes,please.Here is our room key.好的，请。这是我们房间的钥匙。
FA:Please come this way.(after a while)Here we are. After you,sir and madam.(The FA opens the door, they enter the room.) 这边请（一会儿后）。我们到了，你先请，先生女士们。（服务员打开门，他们进房间了。）
G:Thank you. When will our baggage arrive?
谢谢你，我们的行李什么时候送上来。
FA:The bellman will take it up soon.行李员一会就会将行李送上来的。
G: Very well.
非常好。
(The bellman comes with the baggage and knocks at the door.)（行李员将行李送上来了并敲门）
B:May I come in?Your baggage is here.
我可以进来吗？你们的行李送到了。
G:(opening the door)Oh,good.Come in, please.（开门）好的，请进。
B:Four pieces altogether.Is that correct?总共4件，是吗？
G:Yes, thank you.是的，谢谢。
B:You are welcome.不客气。
6、Dialog A. checking in a Guest 登记住店
Scene: Mr Smith has just arrived at the hotel. The receptionist(R) is receiving him.史密斯先生刚到旅馆，接待员正接待他。
R: Good afternoon, sir, May I help you?
下午好，先生，我能帮得上忙吗？
G: Good afternoon,I’d like to have a single room here.
下午好，我想要一下单间。
R: Do you have any reservations, sir?先生，您有预定吗？
G: Yes, I made a reservation two weeks ago.是的，我两周前预定了。
R: May I have you name?您贵姓？
G: John Smith. Mr Smith.约翰史密斯。
R: Just a minute, Mr Smith. I’ll check the arrival list.
史密斯请稍等，我想核对一下到达名单。
Yes, we do have a reservation for you. Mr Smith, you’d like to have a single room for three days. Am I correct?
是的，我们的确有一个预订是您的。史密斯先生，您要一个单间三天，是吗？
G: Yes.是的。
R: Well, would you please fill in this form?
好的，请填下这张表格好吗？
G: All right. Here you are. Is everything all right?
好的，给你，我填的对吗？
R: Let me see … Name, Address, Nationality, Forwarding address, Passport number, place of issue, Date of departure and Signature. That’s all right. Thank you.
May I have a look at your passport ,sir?
我看看，姓名，地址，国籍，转递地址，户照号码，发行地址，离开日期和署名，可以了，谢谢。我能看下你的户照吗先生？
G: Here you are.给您。
R: Thank you. (He gives it back after checking.) Here you are.
谢谢。（看完后还给了他）。还您。
Mr Smith, you room number is 1820, and here is your room key. The room rate is US $ 60per night.
史密斯先生，你房间的号码是1802，这是钥匙，房价是每晚60美元。
G: very well.好的。
R:Now, the bellman will help you with your baggage and show you to your room.
现在，侍者将帮您拿行李，带你去房间。
G: Thank you.谢谢。
R: You are welcome. Hope you will enjoy your stay with us. Good-bye.
不用谢，希望您和我们相处得快乐，再见。
7、Dialog B. Receiving a Tour Group 团队登记
Scene: Mr Smith, a tour director, comes up to the Front Desk and speaks to the receptionist.史密斯先生，是旅行团的经理，来到前台和接待员说话。
R: Good morning ,sir. What can I do for you?
早上好，先生，需要帮助吗？
G: Good morning. I’m John Smith, the tour director of the International Travel Agency. We made a reservation for 10double rooms last month.早上好，我是约翰史密斯，国际旅行机构的经理，上个月我们预定了10间双人间。
R: Nice to see you, Mr smith, Would you please wait for a minute? I’ll check the arrival list, Yes, we have your reservation. You’d like to have 10 double rooms for two days.
不久乐见到您，史密斯先生，请稍等半晌，我查看一下到达名单，是的，有您的预定，您预订了两天的10人间双人房。
G: Yes, We’ll stay here for two days.是的，我们会呆2天时间。
R: Have you got a group visa?您有团队签证吗？
G: Yes here it is.有，在这。
R: May I take a copy of it?我能复印一下吗？
G: Yes,please.可以。
R: Sorry to have kept you waiting. Here you are. Now would you please fill in this form?让您久等了，给您。能填下这张表格吗？
G: All right. Here you are.好的，给您。
R: Thank you. We’ll give you 10 rooms, from Room 501 to Room 510.here are the room keys. The bellmen will take your baggage up to your rooms later.
谢谢，我会给您10间，从501到510，这是钥匙。稍后行李员会帮您把行李拿到房间。
G: thank you.谢谢
R: You are welcome. Hope you’ll enjoy your stay with us. Good-bye.
不用谢，希望您和我们相处得快乐，再见。
G: Good-bye.再见。
8、Dialong A. Booking AirTickest 预订机票
Scene: Mr Black wants to visit Beijing. He is booking the tickest at the Bell Captain’s (B) desk.布莱特先生想去北京参观，他正在行李员领班那儿预定机票。
B: Good afternoon, sir. May I help you?下午好，先生，需要帮助吗？
G: Yes. My wife and I would like to go to Beijing by plane on Friday. Can you get the tickets for me?
是的，我妻子和我星期五想乘飞机去北京，您能帮我买票吗？
B: May I know your name and room number?您的姓名和房号是多少？
G: Bill Black. Room 976.比尔，布莱克，976房间。
B: what time would you like to leave?您想要什么时间走？
G: Early in the moring, if possible.假如也许的话，明早赶早。
B: (He checks the plane timetable) Will 7:15 be all right?
（查看航班时间）7：15可以吗？
G: Yes, that will be fine.好的，可以。
B: Just a moment, I’ll call the airline to see if there are tickets for you.
稍等，我打个电话给航空公司看看是否有票。
(a few minutes later)
Sorry to have kept you wiating. I’ve booked two tickests for you， Please come and collect them here tomorrow morning.
久等了，我为您预定了2张票，请明天早上到这来核对。
G: Thank you, How much do I owe you for the tickets?谢谢，票价多少？
B: It’s 1600 yuan. 1600元。
G: Shall I pay you now?现在付给您吗？
B: You may pay me when you get the tickets.您拿到票再付给我钱。
G: Thank you.谢谢。
B: You’re most welcome. Good-bye.真的不用客气，再见。
9、Dialong B. bidding Farewell 辞别
Scene: Mr Jones (G) thanks the hotel satff for their hospitality and leaves the hotel for xian.约翰先生感谢酒店员工的热情，然后离开酒店去西安。
FA: Good morning, sir. Anything I can do for you?
早上好，先生，有什么需要我帮助的吗？
G: Good morning. Sir. How time flies. Now we have to leave for xian.
早上好，先生，时光飞逝，现在我不得不去西安了。
FA: what a pity! I wish you could stay longer, sir.多遗憾啊，我希望您能留下来，先生。
G: We have to go. But we really enjoyed our stay in Beijing.
我们必须得走了，但我们在北京真的相处得很好。
FA: How do you like china?你觉得中国怎么样？
G: China is a country with an ancient civilization. It’s great.
中国是一个有着古老文化的国家，很伟大。
FA: I’m glad to hear that. Did you enjoy your stay in Beijing?
我不久乐听到这些，你们在北京快乐吗？
G: Yes, we did. We appreciate your service and your hospitality very much.
是的，不久乐，我们非常欣赏你们的热情服务和对我的盛情款待。
FA: Thank you for your kind compliment. We are glad to be at your service. We all look forward to having you again at our hotel.？
感谢您善意的称赞，我们不久乐为您服务，我们都希望你们再次光顾我们酒店。
G: Yes, we’ll come back before long.不久后，我们还会回来的。
FA: May I help you with your luggage and see you off?要我帮您提行李送您吗？
G: No, thank you. I can manage myself. Good-bye.
不用了，谢谢，我会照管好自己的，再见。
FA: Good-bye. Have a nice trip.再见，旅途快乐。
二、房务（客房）
1、Guiding the Guest to Their Rooms引客进房
Floor Attendant (FA): (Smiling) Good afternoon, sir and madam. Did you have a nice trip? 下午好，先生女士，您们旅途快乐吗？
Mr. Bellow (B): Yes, thanks. 是的，谢谢。
FA: Welcome to the ninth floor. I’m the floor attendant. Just let me know if there is anything I can do for you.
欢迎到9楼，我是楼层服务员。假如有什么需要，请告诉我。
B: Where is Room 908, please? 908房在哪儿呢？
FA: Ah, Mr. and Mrs. Bellow. Would you care to step this way, please? It is along here.
BELLOW先生、夫人，请走好，沿着这儿走就可以了。
Mrs. Bellow(M):Oh, how do you know our name?
你是怎么会知道我们的名字？
FA: It was on the arrival list for room 908.Here we are. May I have your key, please? Let me open the door for you.
您们的名字在908房的预抵名单上，把房间的钥匙给我好吗？我帮您们开门。
B: Here it is. 在这。
FA (Knocks at the door first, opens it, and precedes the guests into the room and turns on the light) This way, please.（先敲门，然后引领客人进房间并开灯）这边请。
B: Thank you. When will our baggage arrive?
谢谢，我们的行李什么时候送上来？
FA: Your suitcases will be here shortly. The bellman is handling them.
您们的行李立即就送上来了。行李员正在解决当中。
B: Very well(Looking around the room.) 非常好（环视房间）
FA: How do you like this room? 您觉得这房间怎么样呢？
M: Oh, it looks comfortable and cozy. We like it very much.
看起来很舒适。我们很喜欢。
FA: (Drawing the curtains aside) The room is facing south and commands a good view of the Huangpu River.
（把窗帘拉开）这房间朝南并面对着黄浦江，景色很好。
M: Yes, how lovely it is! 是的，真的很美！
FA:(Handing the room key to Mr. Bellow) Here is your key, Mr. Bellow.（把房间钥匙交给BELLOW先生）这是您的钥匙。
2、Chamber Service客房服务
Attendant(A): Housekeeping. May I come in?
客房服务，我可以进来吗？
Bellow(B): Yes, please.请进。
A: When would you like me to do your room, sir?
我什么时间可以开始打扫房间呢
B: You can do it now if you like. I was just about to go down for my breakfast when you came. But before you start, would you do this for me?
只要你喜欢，现在就可以。我现在就在下去吃早餐了，但是在你开始打扫之前，能不能帮我做件事？
A: Yes, what is it? 可以的，是什么事呢？
B: I would like you to go and get me a flask of hot water. I need some hot water to wash down medicine after breakfast.
我希望你去拿一个装热水的保温瓶。我吃完早餐要用热水泡这些药。
A: I’m sorry that your flask is empty. I’ll go and get you another flask that’s full at once.
非常抱歉保温瓶是空的。我立即去拿另一个装满水的的来。
B: Thank you. 谢谢。
3、Laundry Service洗衣服务
Room Attendant(RA):Excuse me,Mr.Bellow.Have you any laundry?The laundryman is here to collect it.
对不起，打扰了，BELLOW先生，您有在送洗的衣服吗，洗衣工现在过来收了。
Mr Bellow(B):No,not now,thank you. 不用了，现在不用，谢谢。
RA:If you have any, please just leave it in the laundry bag behind the bathroom door.The laundryman comes over to collect it every morning.
假如您有的话，只要把它们入在浴室门后面的洗衣袋里就可以了，洗衣工天天早上都会过来收的。
B:Thank you. 谢谢。
RA: Please tell us or notify in the list whether you need your clothes ironed, washed, dry-cleaned or mended and also what time you want to get them back.
请在单子上面写明你的衣服是否要熨来，水洗，干洗或者需要修补，也可以告诉我们你想什么时候取回衣服。
B:I see.What if there is any laundry damage?I wonder if your hotel has a policy on dealing with it.
我知道了，万一有的衣服洗坏了，我想知道你们酒店是否的解决这方面问题的政策。
RA:In such a case,the hotel should certainly pay for it. The indemnity shall not exceed ten times the laundry.
假如发生这样的事情，酒店肯定会补偿的。洗衣的补偿是不超过10倍的。
B: That sounds quite reasonable. I hope there’s no damage at all.
听起不很合理，我希望什么破损都没有。
RA: Don’t worry, sir. The Laundry Department has wide experience i