资源描述
Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,本资料仅供参考，不能作为科学依据。谢谢。本资料仅供参考，不能作为科学依据。本资料仅供参考，不能作为科学依据。谢谢。本资料仅供参考，不能作为科学依据。,Success depends on perseverance.！成功在于毅力！,1/88,EXPRESSIONS FOR THE FRONT DESK 前台用语,Doorman 门卫,Bellman 礼宾员,Making a Telephone call 打电话,Room Reservation 客房预定,Registration 住宿登记,Checking out 离店结账,Information 问讯,Meeting and Seeing off Guests at the Airport 机场迎送,2/88,Simple words 单词,company陪同，同伴 singleroom单人房 doubleroom双人房 intend想要，打算 party（参加共同活动）一批，一组，一组人 date日期，日子 kind种，类 bath浴室 shower淋浴 suite（一套）房间 deluxe豪华 presidential总统，总统职务 available可用，适用，可得到，可抵达,3/88,Simple words 单词,address地址 thephonenumber电话号码 beableto能，会 guarantee确保，担保，包，管 peak最高，高峰 arrival到来，抵达 departure启程，离开，出发 book预定，定 hotel旅馆 offer提出，提供 discount折扣 vacancy空，空房间,4/88,Simple words 单词,solid全部地 befullup全满 include包含，包含 major较大范围，主要 international国际，世界 providewith提供 mini-bar小酒吧 sort种类，类别 price价格，价钱,fully完全地，彻底地 name名字，姓，姓名，名称,5/88,Attention 注意事项,非正式英语：正式英语：,1.Whats your name?May I have your name?,您贵姓？请问您贵姓大名？,2.Do you want some tea?Could you like some tea?,您要品茗吗？请问您想品茗吗？,3.Over here,please.Could you come this way please?,这边请。请您往这边走好吗？*不要说OK,Sure,Yeah等等，而要说Certainly,Sir.*Hey,uh-huh,Hang on 等等，也不适合在酒店中使用。*别说“I dont know.”回答“不知道”是非常不礼貌说法。,4.能够说“just a moment,please.Ill check that for you.”（请稍候，我来帮您确认），然后请有能力处理人前来帮助。,5.对男性客人，尊称为Sir;面对女性客人时尊称为Ms.,6.在招呼客人时，最好说“Excuse me,Sir(Ms)”,不要直接称呼Mr.或Ms.至于称呼小孩，能够直接使用Excuse me，不过不能够直接称呼boy或girl.,6/88,Attention 注意事项,7.在正式英语表现里，疑问基本句型可分为以下四种：,1.May I,2.Could you,3.Would you,4.Shall I?,只要了解这四种基本句型，就能够处理大部分业务上情况。,8.自己要做什么事时，就使用May I,May I have your name,please?请问尊姓大名,May I have your check-out time,please?请问您什么时候结帐离开？,May I see your passport,please?请让我看一下您护照好吗？,May I know your nationality,please?请问您国籍是什么？,7/88,Attention 注意事项,9.麻烦客人时，可使用Could you,Could you fill out the form,please?请您填写这张表格好吗？,Could you write that down,please?请您写下来好吗？,Could you draft the fax,please?请您写下传真初稿好吗？,Could you hold the line,please?请不要挂电话好吗？,8/88,Attention 注意事项,10.问询客人喜好或是做什么时，可使用Would you,Would you like tea or coffee?请问您要品茗还是咖啡？,Would you like to take a taxi?请问您要搭计程车吗？,Would you mind sitting here?请问您介意坐在这里吗？,*只要在疑问词后加“Would you”，就能够提出大部分问询。,When would you like to visit Kunshan?请问您想要何时参观昆山？,When would you like to have lunch?请问您想在哪里用餐？,9/88,Attention 注意事项,What time would you like to eat?请问您想何时用餐？,Who would you like to contact?请问您想和谁联络？,Which kind of room would you prefer?请问您喜欢哪一个房间？,How would you like to settle your bill?请问您账单怎样处理？,How long would you like to stay?请问您要逗留多久？,How many tickets would you like to buy?请问您要买几张票？,10/88,Attention 注意事项,11.在提供提议帮助、征求意见时，可使用Shall I 或Would you like me to do?,Shall I draw the curtains?请问需要我把窗帘拉上吗？,Shall I draw you a map?请问要我为您画一张地图吗？,Shall I make the reservation for you?请问要我为您安排预约吗？,11/88,Attention 注意事项,Good morning.(用于中午以前),Good afternoon.(用于中午至下午六点以前),Good evening.(用于下午六点过后),在这些招呼语后面接句子，比如：,Good morning,sir.Are you checking-out?早上好，先生，请问您要退房吗？,Good afternoon,sir.Welcome to Days Hotel.中午好，先生，欢迎光临东仕戴斯酒店,Good evening,Ms.May I help you?晚上好，小姐，请问我能为您服务吗？,后面也能够接上自己酒店名称、部门名称，如：,Good morning,sir.This is the Front Desk.May I help you?早上好，先生。这里是服务台，请问您需要服务吗？,12/88,Attention 注意事项,12.回答,1）普通性回答,I see,sir.,我明白了，先生。,Certainly,sir.,好，先生。,2）请对方再等一会儿,Just a moment,please.,请稍等。,Thank you for waiting.,您久等了，先生。,I am very sorry to have kept you waiting.,很抱歉让您久等了。,Could you wait a little longer,please?,请您稍候好吗？,13/88,Attention 注意事项,3）要麻烦客人或是拒绝客人要求时,拒绝客人时，不要一口拒绝说“No.”，要委婉一些。,I am afraid I cant do that.,不好意思，我恐怕没方法那样做。,Excuse me,sir.Please let me pass.,不好意思，先生，麻烦让我过一下。,4）道歉,假如是自己错就说“I am sorry.”;假如是企业错，就说：“We are sorry.”。,I am very sorry for the delay.,很抱歉延误了时间,I am very sorry for the inconvenience.,很抱歉造成您不便。,I would like to apologize for the mistake.,为这个错误我深致歉意。,14/88,ATTENTION 注意,当人手短缺而外宾需要服务时:,May I ask who is next,please?请问,下一个轮到谁?,I will be with you in a moment,sir,我一会儿就来招呼您,先生.,Im sorry,I must take each guest by turn,sir.,很抱歉,我必须按先后秩序为用户服务,先生,Ill be with you as soon as possible.,我将尽快来为您服务.,15/88,ATTENTION 注意,领路时候:,Please follow me,sir.先生,请跟我来.,Would you please come this way?It is along here.,请您这边走,好吗?那是在这儿,假如客人有跌到危险:,Mind(watch)your step.Sir.请当心,先生./走路小心,先生.,May I suggest you would hold the rail?It is very slippery,sir.,请您扶好扶手.这儿很滑,先生.,16/88,Attention 注意事项,6）当客人准备离开时，能够说：,Have a nice day.,祝您有美好一天。,Please enjoy your stay,祝您住宿愉快。,We hope to see you again soon.,希望很快能再次见到您。,Thank you for staying with us.,谢谢光临。,17/88,Attention 注意事项,7）当客人英语难以了解时 面对客人疑问，不要只是一味地傻笑，或是一直说Yes,Yes.假如听不懂事，要向客人提出疑问，或是先向对方说“Just a moment,please.”,然后请求他人帮助。,Pardon?对不起？,Pardon me?对不起？,I beg your pardon?对不起请再说一遍好吗？,Could you repeat that,please?请您重复一遍好吗？,若是不敢必定对方所说部分内容时，能够将不明白部分重复一遍，如：,Excuse me,sir.Do you mean you lost your room key？,不好意思，先生，您是说您丢了房间钥匙？,18/88,Attention 注意事项,5）交给客人一些东西时，能够说,Here you are.,您要东西在这里。,Here is your room key.,这是您房间钥匙。,Here it is.,这是您东西。,19/88,Attention 注意事项,电话英语应对,1 接电话时不能够简单地回答“Hello”,而应报上自己企业或所属单位名称。比如：,“Hello,this is Information Desk.”,您好，这里是问询处。,“Information Desk speaking.May I help you?”,问询处，请问您要服务吗?,20/88,Attention 注意事项,2.打错电话时,假如是外线打错时，能够回答：,I am afraid you have the wrong number.,不好意思，您打错电话了。This is the Days Hotel,1234567,这里是东仕戴斯酒店，电话是2234-1156。假如是总线转错内线时，能够回答：,This is Room Reservations.Ill transfer your call to,Restaurant Reservations.,这里是客房预约处，我帮您转接到餐厅预约柜台。,I am afraid this is a direct line.We can not transfer your call to the Chinese Restaurant Could you dial 2234-1156,please.,不好意思，这是直接电话。我们无法为您转接中式餐厅。请您改拨2234-1156好吗？,21/88,Attention 注意事项,3.当负责工作人员不在时,I am afraid Mr.Lin is out at the moment.He should be back around 5 p.m.,不好意思，林先生现在外出。他应该会在下午5点左右回来,I am afraid Mr.Hao is on another line.Could you hold the line,please?,不好意思，郝先生正在讲电话。请您在线上稍侯好吗,Ill tell him to call you back when he returns.,他回来时，我会请他回电。,May I have your name and phone number,please?,请告诉我您大名和电话好吗？,22/88,Attention 注意事项,4.当会话结束时,结束电话中对话时，不能够简单说“bye-bye”,最好说：,Thank you for calling.,感激您来电。,You are welcome,sir.,先生，不客气。,We look forward to hearing from you.,我们静候您佳音。,Please contact me if you have any further questions.,假如您有任何其它问题，请和我联络。,23/88,Attention 注意事项,5.当你不能满足用户要求时：,“我恐怕这违反酒店要求。”,“Im afraid it is against hotel regulation.”,“对不起，我们不允许这么做。”,“Im sorry,we are not allowed to do this.”,“对不起，恐怕我们没有（客人要东西）。”,“I m sorry,I m afraid we dont have(things guests want).”,这时向客人作其它介绍或提议是非常主要。,“我能够提议（你联络地下层银行）吗？”,“May I suggest(you contact the bank in the basement)?”,24/88,Simple Dialogue 简单对话,柜台服务,B=礼宾员（Bellman）,C=服务员(Clerk),H=客房服务员（Housekeeping）,BC=领班（Bell Captain）,G=客人（Guest）,25/88,Simple Dialogue 简单对话,To the Front Desk.,带客人到柜台,B:Good evening,Ms.Welcome to China-trust Hotel.,小姐，晚安。欢迎光临中信酒店。,G:Thank you.,谢谢你。,B:How many pieces of luggage do you have?,请问您有多少件行李？,G:Just this three.,只有这3件。,B:Two suitcases and one bag.Is that right?,2个旅行箱和1个手提皮包，这么对吗？,G:Yes.Thats all.,对，就这些了。,26/88,Simple Dialogue 简单对话,B:Ill show you to the Front Desk.This way,please.Ill put your bags by the post over there.,我来带您到柜台，这边请。我先将您行李放在柱子旁边。,G:I see,thanks.,我知道了，谢谢。,B:A bellman will show you to your room when you have finished checking-in.,当您办好住宿登记时，行李服务员会带您到房间。,G:OK.Fine.,好极了。,B:Please enjoy your stay.祝您住宿愉快。,Taking a guest to the room,率领客人至客房,27/88,Simple Dialogue 简单对话,First Part：Front Office(第一部分：前厅部),1、Bellman 礼宾员,A.Greeting the guest at the door 迎接客人,1）Welcome to the Days Hotel.欢迎光临东仕戴斯大酒店。2）May I help you with your bags/luggage,sir?我来帮您提包吧，先生？3）How many pieces of luggage do you have?您有多少件行李？4）Ill show you to the Front Desk/Lobby.我来带您去前台/大堂。5）This way,please.这边请。6）There are too many people here,could you wait in line for registration,please?人挺多，您请排队等候登记，行吗？7）Please enjoy your stay/Have a nice stay with us.祝您愉快。,28/88,Simple Dialogue 简单对话,B.Showing guest to the room带客进房,1)Ill show you to room 1801.我带您去1801房。2)Let me take your luggage,are these all yours?我来替您提行李，这都是您吗？3)Just a moment,please.I will bring a luggage cart.请稍等，我去推辆行李车来。4)Are these your luggage?这些是您行李，对吗？5)Is there anything valuable or breakable in your bag/briefcase/suitcase?您包/手提箱/皮箱里有什么珍贵或易碎物品吗？6)Could you take care this bag by yourself,sir?Im afraid the contents might break.您能提着这个包吗，先生？我怕里面东西会摔破。7)Please oblige me by lifting the box.请劳驾帮我把这只箱子提起来。,29/88,Simple Dialogue 简单对话,C.Taking the elevator 搭乘电梯,1)Here we go to the elevator.电梯在这边。,2)After you,sir.您先请。,3)This way,please.这边请。,4)Watch your step,sir.请慢走，先生。,5)Which floor,sir?去哪一层，先生？,6)Just a moment,please.The elevator will be here soon.请稍等，电梯马上就下来了。,30/88,Simple Dialogue 简单对话,D.Inside the room在房内,1)This is your room,after you,sir.,这是您房间，您先请，先生,2)Where do I put your bags?/May I put your luggage here?您包放哪？/我能够把您包放这吗？,3)Here is your room key.Is this the correct number of your bags?,给您房间钥匙，您行李件数对吗？,4)Shall I open the curtains for you,sir?,我替您打开窗帘，好吗？,5)All stationery is in this desk drawer,sir.,全部文具都在书桌抽屉里。,6)Here is a brochure explaining hotel services.,这里有个小册子介绍饭店各项服务。,31/88,Simple Dialogue 简单对话,7)If you have any question,you can dial“5”,it is Housekeeping service center.假如您有任何问题，请拨客房服务中心电话“5”。,8)And if you require anything,you can call Housekeeping or the Assistant Manager.,如有问题请打电话给客房或大堂副理。,9)For all inquiries just lift your telephone receiver and ask for Housekeeping service center/Reception.,有问题话请打电话给客房服务中心/接待处。,10)Is there anything else I can do for you,sir?先生，还有什么需要服务吗？,32/88,Simple Dialogue 简单对话,E.Take the luggage for check-out guests 为离店客人拿行李,1)Ive come for your luggage.我来替您取行李,2)How many pieces of luggage do you have,sir?,先生，您有几件行李？,3)May I have your room number?,能告诉我您房间号码吗？,4)Ill come up to collect your bags./Ill have somebody to collect it right away.我马上派人来替您取行李。,5)Could you wait a moment in your room,please?Well come at once.,您能在房间里稍等会吗？我们马上来。,33/88,Simple Dialogue 简单对话,F.Deposit the luggage 存放行李,1)What time will you pick up your luggage?您什么时候来取行李呢？2)One suitcases and two bags,right?一个皮箱，两个包，对吗？3)Is there any valuable thing need to declare?有什么珍贵物品您需要说明吗？4)Please sign your name on the luggage tag.请在行李牌上签上名。,34/88,Simple Dialogue 简单对话,2、Receptionist接待员,A.Accepting the Reservation 接收预定,1)How long would you like to stay?/How long will you be staying?您准备住多久,2)How many guests will there be in your party?您们有多少人？,3)Which kind of room would you prefer?A single room or a double room?您想要哪种房间，单人房还是双人房？,4)I can book you a single room for the 16th and 17th.我能够为您在16、17日定一个单人间。,5)For how many nights?住几晚？,35/88,Simple Dialogue 简单对话,6)This is the peak tourist season.I am very sorry,but could you call us again later this week?We may have a cancellation.现在是旅游旺季。很抱歉，请您在这周后几天再打电话过来。可能会有些人取消预定。,7）We offer 10%discount for group reservation,sir.我们为团体预定打九折，先生。,8)Well offer tour guides complimentary breakfasts.我们能够为导游提供无偿早餐。,9）Which date would that be?/For what date,please?您订哪天房？,36/88,Simple Dialogue 简单对话,10,)If you want to set up the co-operation with us for a long period,Please connect with Sales and Marketing Dept.And you will enjoy a good discount if you sign an agreement contract.假如您想要和我们建立长久合作关系，请与销售部联络。假如签署商务协议话，能够打很大折扣,11)Could you tell me your arrival time?请问您抵达日期？,12)Could you hold the line,please?Let me check it.,13)Im afraid were fully booked./Im sorry,we dont have any room available for that week.,很抱歉，我们已经订满了。,37/88,Simple Dialogue 简单对话,14)Sorry for having kept you waiting.让您久等了。15)Is it possible for you to change your arrival date?We might have cancellations.您有可能改变预定日期吗？我们有可能会有取消预订情况。16)When do you need the room,sir?您需要什么时候房间？17)Thank you very much and we look forward to seeing you next weekend.非常感激，期待下周末见到您。,18）Reservation desk.Can I help you?,这里是预订部。要帮忙吗？,38/88,Simple Dialogue 简单对话,B.Check in when a guest has a reservation.为有预订客人办理入住手续,1)Do you have a reservation(with us)?,您有预订吗？2)When did you make the reservation?What was the date of the reservation?,您是什么时候预订？3)Your reservation is for a single room for three nights,is that right?,您预订一间单人房，住三晚，对吗？4)Could you tell me your name/May I have your name,please?Then I can check reservation record.,能告诉我您姓名吗，让我查查预订统计。,39/88,Simple Dialogue 简单对话,5)Just a minute,Ill check the arrival list.请稍等，我查查到客单。,6)May I reconfirm your departure date?我能再确认一下您离店日期吗？,7)Would you please fill out this registration card for each of you?请每人填一下记录表，好吗？,8）In whose name was the reservation made?房间预订在谁名下？,9)How do you spell your name?您名字怎么拼？10)The room may have been reserved in the name of the person who made the reservation.可能您房间订在为您预订那人名下了。,40/88,Simple Dialogue 简单对话,C.Receiving a walk-in guest.为散客登记,1)How many people do you have?您有几位？2)What kind of room do you prefer?您想要哪种房间？3)Just a moment,I have to check if theres a room available.请稍等，我看看有没有空房。4)Here is a brochure of our hotel and our tariff.给您我们酒店介绍和价目表。5)Well give you a 10%discount.我们给您九折优惠。6)Would you like to register,please?请您登记，好吗？,41/88,Simple Dialogue 简单对话,7)You have to register individually,please.请您们分开登记，好吗？,8)Could you fill in this registration form,please?,请填一下记录表。,9)Could you please put your nationality there,sir?先生，请您将您国籍写在这儿。,10)Could I ask you to put your name in block capital?请用大写字母写你名字，好吗？,11)Whats your occupation,please?请问您职业？,42/88,Simple Dialogue 简单对话,12)Could you sign your name,please?/Ill need your signature.请署名。,13)Could I see your passport,please?/Sir,would you mind showing your passport?能出示一下您护照吗？,14)Im afraid your room is not ready yet.Would you mind waiting,please?恐怕您房间还没收拾好，希望您不介意在这里等一下。,15)How would you like to make payment?您准备怎么付款？,16)How long will you stay here?您准备在我们酒店住多久？,43/88,Simple Dialogue 简单对话,17)How will you pay for,by cash or credit card?/How do you want to settle you Account?In cash or by credit card?您付现金还是用信用卡付账,18)Please pay at the cashier over there.请到那边收银台付款。,19)Would you mind filling out this form while I prepare your keycard?在我准备钥匙卡时候，您能填一下这张表吗？,20)Have you got an identification?您有什么能够确认您身份证实吗？,21)May I have your passport so that I can fill in you visa number and place of entry.能用一下您护照填一下您签证号码和入境口岸吗？,44/88,Simple Dialogue 简单对话,22)Can you tell me your departure date?/What time will you check out?能告诉我您离店日期吗？,23)Our rack rate is RMB 498.我们门市价格是498元。,24)The room rate for a double room is RMB 368 plus 15%service charge,not including breakfast.双人房是368元加上15%服务费，不包含早餐。,25)I have to ask you to pay RMB1500 for deposit.您需要付1500元人民币作为押金。,45/88,Simple Dialogue 简单对话,26)As a hotel policy,we require one days room charge as deposit for guests without a reservation.按酒店要求，没有预订客人得付一天房费作为押金。,27)Would you like a smoking or non-smoking room?您需要一间吸烟房还是不吸烟房？,28)Sir,you room number is 2103.This is your room key.The rate is RMB 498 for one night,no service charge.And the bellboy will show you to your room.Have a nice stay.先生，您房间号码是2103。这是您房间钥匙，房间是498元每晚，免服务费。行李生会带您去房间，祝您愉快。,46/88,Simple Dialogue 简单对话,29)Please remember to bring your all luggages before you leave our hotel.在您离开酒店前，请别忘记您东西。,30)Sir,Here is your room card for you.And your room rate includes one buffet breakfast in the western restaurant.先生，这是您房卡，您房费包含西餐厅一次（自助）早餐。,31)The check-out time is postponed to 2:00pm/You can check out before 2:00 pm tomorrow.我们退房时间延迟到下午2：00。,32)Could you sign your name here?您能签一下名？,33)May I confirm your departure date?能确认一下您离店日期吗？,47/88,Simple
展开阅读全文
浙ICP备2021020529号-1 | 浙B2-20240490 
