酒店前厅部基本英文服务知识.doc

精品文档就在这里-各类专业好文档，值得你下载，教育，管理，论文，制度，方案手册，应有尽有-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. Ill check the arrival list.Ken先生，请您稍等。我查询一下预抵单。One minute laterAttendant: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 checkAttendant: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. Heres 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. Its 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. Ive 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 laterAttendant: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。AttendantYou 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 Id 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 filesAttendant: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 travelers 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. Ill check.Ken先生，请您稍等，我查询一下。One minute laterAttendant: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:Whats to be done?那该怎么办呢？Attendant:Dont worry. Well manage it for you.不用担心。我们会为您处理好的。Guest:Thats 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:Its kind of you! Thank you very much.你真是太好了，非常感谢你。Attendant:You are welcome. Its 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? Its 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. Its 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, Id like to change my room.就是这些吗？我想换客房。Attendant:Certainly, sir. Well 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 laterAttendant: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. Its 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:Id like to change some US dollars and I want to know todays exchange rate.我想兑换美元，我想知道今天的汇率吗？Attendant:Certainly, sir. According to todays 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, Ill 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. Youll have it right away.谢谢您，您马上可以拿到钱了。A moment latterAttendant:I am sorry to have kept you waiting. Heres 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. Its 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. Its 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. Its 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. Its 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 its 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:Thats very kind of you.太感谢你了.Attendant:You are welcome. Its 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. Ill 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:Whats to be done? 那怎么样办呢?Attendant:Mr. Ken. Dont 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. Its 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. Its 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. Its 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. Its 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