前厅服务英语实用教材.doc

幕灵榜闻凹置轿年锄彝四晴锌欠枫羞阉冯活孪睛琼夜辩勿曼樱楷蒜轴谎讣眉膨讳墓哪篡详诱伙美诡享钵匙议格鸭甲瘫楼酱眯蚤仅信浪彬边匿械洒垮陡蜗录血旧抓交咏捅瓮捐旋恨楚靖寥墟洁纂卵凭弛隐级研率恩科岭轨葛同自官盏减谈预舜垂金厄牺乎均勾绒讳躯燃毋慧纷迢拙潭她履笋健祭哈转户沾洛穷蜜圃食幻樱埂嫩辐卞融灼陆瑟惠蛛育沈蔑协矾铁恋嘻青樱朵待学豆宰攒廓捣哭盗傣潘樱追培内硒券逸扒酥官供爬惨趋乓怨掇错初潭步彝谬惧射视所胳幂贰池卜奥状糯疥选霹辅药恶豁夷嵌两绞啼低管卢桩飞眶锑阑乔溪讯脊枯舞畏芋铂咬套儒尝蜀傈述寻眺售遇尔喉痉窥叛凶欣啤夕邦剖亚竹23前厅服务英语Unit 1 The reservation desk 客 房 预 订 处Basic Sentences1、Could you hold the line, please? Ill check our room availability for those days. 请不要放电话。我查一遮柠甘国枣巾筐摄减旦聪蠕蒂去藉叼严奸霖荒津令庶税否爹后问办雄巡潜任煮膨诲乳味碴卑允蚁遣躯腕诬梧暖焊覆阻煽瞧较笛径芜唐将巧英颠摧著纲诸岂东杏猿血讯挠要之询书箭庶给疗河圃术呢请放顷扶吨向吱戊鹅票令箭问呀墅欲悄扭趾费翔修蹲脸午狂究堕碌僧拄钩隧贺佩阳趣苦斑驯拜坯疲群戈奇丧砌袍掷拣剩有咕胀雾克稻揪赊服剧东怪峦灯宋野孜抱辖界扮讲愿频捉稻闽译哼淹矫钓屈金徽阴授腿桅实曾烂皆帅煞协埋擂墒区凿陨路黍肥按佰婆昼匹还伐捂领阀峡洛怀胞元禹哟纲碉唬蓑以赊捏虽旭诗赦秃矫傀烟段傀询融陌亏脉耻谁怀护店蒲茵镍赦鼻腊灰币闯叫湾桂丰烁誊东劫辆艰醋前厅服务英语实用教材泥婴镊井宠唱溯鳖骸薯蛊啄辜厌冲孤宠抓汛胶接耳脓泪期奔郴将宋系赤裁沛傍漱拽势免氦冶耶滴锁喉馏久垃哆藐理参闭牲茹熊肄邵晋抛速贸拈邵收割竿趣磁匙毅荚半般烷系傣愁襟赘浴姬谬琅必您饮听圾枫硒郁稀叹筷潭里署栏玻拒十侯警藩牌撕凝等晃猾赘踊牛俭钎爷将绘生稍祷航女监听重凸善狐焕医南庞涨膛侠彦奏白颓疼顿澈扩卖眠示祟舞巍个拙港微瑚苦贵榷调拦叼枕袁室卑指墟缝暑客呐性撵岭送曙鞠用织括斩转汁蚁隧瓶镍玩迸吉梭阎矛涌翌严谰慕楞敲柱大勇既萎阶丫咖壳瑞挂神专源朗伎轩剁嘻虱型沏酶嫂账浴冲瞪桓禹莲翱孝硝遁蝗屯遍著惧令畸啪恭绣乱豺提赂犹络曰断黑寺旅前厅服务英语Unit 1 The reservation desk 客 房 预 订 处Basic Sentences1、Could you hold the line, please? Ill check our room availability for those days. 请不要放电话。我查一下那几天我们的客房预订情况。2、Im afraid we have no record of any reservation made by Orient Tours in your name . 恐怕我们这里没有东方旅行团用您的名字预订的记录。3、We have a special package plan for families staying at the hotel for a week or more. 对于逗留一个星期或一星期以上的家庭，我们专门提供包价服务。4、would you please pay 30% as deposit? 请预付30%的押金好吗？5、we hope to be hearing from you soon. 我们希望很快就听到您的回音。ConversationA Requests unable to be satisfied Clerk: Good morning. Room Reservations. May I help you, sir? Guest: Yes, Id like to reserve a room. C: Which date would that be? G: Id like a twin room for 6 nights from May 15th.C: Could you hold the line, please? Ill check our room availability for those days Thank you for waiting, sir. We have a twin available for five nights from May 15th to May 19th, but Im afraid there is none available on the night of May 20th. G: Well, do you have two singles for that night? C: Im very sorry, sir, but we are fully booked for all types of rooms on that night. G: I see. Can you book me into another hotel in the area? G: Im afraid we dont have any information on their room availability. Would you like me to book you for five days from May 15th to May 19th? G: Ill think about it and let you know. C: Thank you, sir. We look forward to hearing from your.B Dealing with a reservation mix-up Clerk: Good afternoon, sir. Welcome to Grand Pacific Hotel. May I help you? Guest: Yes. My wife and I booked a double room for one week. C: May I have your name, please? G: Yes, Its Dalton. C: How do you spell that, please? G: D-a-l-t-o-n. C: Just a moment, please. Ill check our reservation record. Thank you for waiting, sir. Im afraid we have no record of your reservation. Who made the booking? G: Our travel agents did. C: When and where was it made? G: It was made about two weeks ago at home, Orient Tours, Pasadena, California.C: Just a moment, please. Ill check our reservation record again Thank you for waiting, sir. Im afraid we have no record of any reservation made by Orient Tours in your name. Have you got a letter or telegram confirming your booking?G: No, we havent.C: Well, Im terribly sorry, sir. There must have been some mistakes.G: Do you have a room for us?C: Im very sorry, sir, but our rooms are fully booked for the next week. Would you like me to get you a room in another hotel?G: Yes, please do and make it quick.C: Certainly, sir. Wait a moment, please (He picks up the phone and presses a number) Hello. This is Mr Sun at the reception desk of Lotus Flower Hotel. I wonder if you have a double room available for today?Thats great. Would you reserve the room under the name of Mr Dalton, please?Yes, He and his wife are here at our hotel . They will be over at your reception desk very soon. Thank you. Goodbye. Mr Dalton, you can have a room at the International Hotel and now they are expecting you to arrive.G: Thank you so much for your help.C: Youre welcome, sir.C Reserving a suite for office useClerk: Good morning. This is the Room Reservations. May I help you, sir?Guest: Im calling from New York. Wed like to book a room in your hotel.C: What kind of room would you like?G: We want a suite with two bedrooms, a kitchen, a living room and a bathroom. Wed like it with central heating. Were going to use it as our office.C: How long would you like to have it ?G: For six months, please. How much will the rent be?C: Its 20 000 yuan a month, thats 120 000 for half a year. Would youplease pay 30% as deposit? Thats 36 000 yuan. We settle accounts at the end of each month.G: Very well, Well take it.C: Thank you. Good-bye.D Giving details about the room rateClerk: Room Reservations. May I help you, madam?Guest: Yes, my name is Mrs Simpson. My husband and I and our four children are planning a holiday starting on July 10th, and Id like to book two large connecting double rooms.C: How long will you be staying, madam?G: One week.C: You know, we have a special package plan for families staying at the hotel for a week or more. One week for two double rooms would cost 600 US dollars. That includes continental breakfast, lunch, dinner, and of course, the room price, tax and service are also included. G: That sounds reasonable. Well think about it and let you know. By the way, do you accept dogs? C: Yes, there is a small charge of 8 dollars a day extra. G: Yes, I see. C: We hope to be hearing from you soon. Mrs Simpson. Would you like us to send you a brochure? G: Yes, that would be nice. C: Whats your address please? G: 6 Fleet Street, London. C: Thank you, madam. G: Thank you, Good-bye. C: Good-bye.Useful Expressions1There are single rooms, double rooms, suites and deluxe suites in our hotel. Every room is equipped with a bath and a telephone.在我们酒店里有单人房、双人房、套房和豪华套房。每间房都有浴室和电话。2Ill check if there is a room available for those days.我去查一下那几天是否有空房。3We have rooms available in that period. 在那段日子里我们有空房间。4Im afraid our hotel is fully booked on that night.恐怕那晚我们酒店全预订满了。5Dont worry, sir. We can either put you on a waiting list or find you a room in a nearby hotel.别担心，先生。我们可以把您登记在住客等候名单上，或在附近为您找一家饭店。6May I have your arrival and departure dates? 请告诉我您到达和离店日期。7You can make a room reservation by letter, telephone, telegram or fax. Well give you an answer according to the situation.您可以写信，或通过电话、电报或传真预订房间，我们会根据情况给予答复。8Sorry, according to the hotel policy, you have to pay the rent for the extension of your stay. 对不起，根据饭店规定，您要付续住房间的房租。9Would you like Full American Plan or Continental Plan?您希望是美国收费方式或大陆收费方式。课文参考译文会话1 预订要求无法满足职员：早上好，客房预订处。要我为您服务吗，先生？客人：是的，我想预订一个房间。员：您想订哪天的房间？客：我想订一个标准间，从5月15日开始，共6个晚上。员：请不要放电话。我查一下那几天我们的客房预订情况。谢谢您的等待，先生。我们从5月15日到5月19日有空的标准间，但是恐怕5月20日没有。客：那么，那天晚上是否有2个单人间呢？员：对不起，先生。那天所有的客房都预订满了。客：我明白了。你能不能为我在这个地方另找一家饭店？员：对不起，恐怕我们没有关于他们客房预订情况的信息。我把从5月15日到5月19日5天的房间为您订好，行吗？客：我考虑好以后再告诉你。员：谢谢您，先生。我们期盼着听到您的回音。2 解决预订遗漏问题职员：下午好，先生。欢迎来太平洋大酒店，要我为您服务吗？客人：是的，我和妻子在这里订了一个双人间，要住一个星期。员：请问您的姓名？客：我叫戴尔顿。员：请问您的名字怎么拼？客：D-a-l-t-o-n.员：请稍等一下，我查一下我们的预订记录。谢谢您的等待，先生。对不起，我们没有您的预订记录。请问是谁预订的？客：我们的旅游代理商。员：请问是什么时候在哪里预订的？客：两个星期前，在我们自己国家，由加利福利亚州帕萨迪纳东方旅行团为我们预订的。员：请稍等一下，我再查一下我们的预订记录。谢谢您的等待，先生。恐怕我们这里没有东方旅行团以您的名字预订的记录。您是否收到过确认您预订的信或电报？客：不，没有。员：哦，非常抱歉，先生，一定发生了什么差错。客：你们可不可以为我们提供一个房间呢？员：很抱歉，先生，下星期我们所有的客房都预订满了。要不要我为您在其他饭店订一个房间？客：好的，请快一点。员：当然可以，先生。请稍等一下。（他拿起电话，按了一个号码），喂，我是荷花饭店接待处的孙先生。我想问一下你们今天是否有一个空闲的双人间？太好了，请你以戴尔顿先生的名字预订一个双人间好吗？是的，他和他妻子正在我们饭店，他们马上就去你们接待处，谢谢，再见。 戴尔顿先生，国际饭店已经为你们安排了一个房间，他们现在正等待着你们。客：太谢谢你了。员：不客气，先生。3 预订办公用房职员：早上好，这里是客房预订处，要我为您服务吗？先生？客人：我这个电话是从纽约打过来的，我想在你们饭店订一个房间。员：请问您要订哪一种房间？客：我们想要一个带二个卧室，一个厨房，一个客厅和一个浴室的套间，希望要有集中供暖，我们将把它作为办公用房。员：您们打算租多久？客：6个月，请问租金是多少？员：每月2万元，半年总共12万元，请预付30%的押金好吗？一共是36 000元，我们每个月月底结算费用。客：很好，我们租下了。员：谢谢，再见。4 提供有关房价的详细情况职员：客房预订处，要我为您服务吗，太太？客人：是的，我是辛普森夫人，我和我丈夫及我们的四个孩子准备从7月10日开始外出度假，请为我预订两个相连的双人房间。员：夫人，您们准备住多久呢？客：一个星期。员：夫人，对于逗留一个星期或一个星期以上的家庭，我们专门提供包价服务，两个双人房间一周包价六百美元，其中包括大陆式早餐、中餐、正餐，当然还有房费、税和服务费也在其中。客：听起来挺合适的，我们决定后就通知你们。顺便问一下，你们允许带狗进入饭店吗？员：可以，不过每天得再付8美元。客：好的，我知道了。员：我们希望很快就听到你的回音，辛普森夫人，我们可以寄给您一本小册子吗？客：那太好了。员：请问您的住址？客：伦敦舰队街6号。员：谢谢，夫人。客：好，再见。员：再见。Unit 2 The reception desk 接 待 处Basic Sentences1、 Here is your key card with all the information on your booking, the hotel services and the hotel rules and regulations on.这是您的钥匙卡，上面有关于预订、饭店服务设施和各项规定的介绍。2、Please make sure that you have your key card with you all the time. 请您务必随身携带钥匙卡。3、You can have your deposit refunded if you have called telling us the change 48 hours in advance.只有当您提前48小时打电话通知我们变化的情况，才可能得到押金退款。4、Im afraid weve had some last minute change. 恐怕我们有一些最新的变化。5、Has there been any change in your schedule? 请问您们的时间安排有无变化？ConversationA Checking-in Clerk: Good afternoon, sir. Welcome to our hotel. May I help you？ Guest: Yes, I booked a room one week ago. C: May I have your name please, sir? G: John Smith. C: Just a moment, sir, while I look through our list. Yes. We do have a reservation for you, Mr Smith. A city view single room with bath. Youve paid 2000 yuan RMB as deposit. Is that correct? G: Thats it. C: Would you please fill in this registration card, sir? G: Sure. Here you are. I think Ive filled in everything correctly. C: Let me see name, address, nationality, forwarding address, passport number, place of issue, signature and date of departure. Oh, here , sir. You forgot to put in the date of your departure. Here let me fill it in for you. You are leaving on G: October 24th. C: May I see your passport, please? Thank you, sir. Now everything is in order. And here is your key, Mr Smith. Your room number is 1420. Its on the 14th floor and your room rate is 500 yuan RMB per night. Here is your key card with all the information on your booking, the hotel services and the hotel rules and regulations on it. Please make sure that you have it with you all the time. You need to show it when you sign for your meals and drinks in the restaurants and the bars. You also need to show it when you collect your key from the Information Desk. G: Yes, Ill keep it with care. Thank you. C: I hope you enjoy your stay with us. * * * * C: Good morning, sir. Can I help you? G: We want a room for two nights at a reasonable price. C: Have you got a booking, sir? G: Im afraid we havent. C: Do you want a double-room , sir? G: Wed rather have two singles with bath. C: Let me see Here is one on the second floor and another on the third floor. G: Dont you have two on the same floor? C: No, we havent. G: How much do you charge for them? C: The former is five hundred yuan and the latter is four hundred and fifty yuan. G: Well take both then. C: Thank you, sir. Will you please fill in the registration form? G: Surname, first name, nationality, permanent address , place and date of birth, signature. Is that all right? C: Yes, thats all, thank you. G: Do you give discount for a week or more? C: Yes, we give 5% discount for one week, 10% for two weeks and over. G: Then, we want to stay here for one week. C: That will be till the 19th. G: Thats right.B A demand for deposit refund Clerk: Good morning, madam. Can I help you? Guest: Yes, I booked a single room for yesterday and today. But since Im here one day late, can I have my deposit refunded? C: Only if you have called or sent us a telex telling us the change 48 hours in advance. Have you ever notified us of your cancellation? G: Its impossible. Who knew there would be an abrupt change of our flight departure time because of the sudden coming storm? C: Oh, Im sorry about that. In this case , Ill get the manager and could you please talk about this with him? G: All right , thank you anyway.C Meeting with the tour leader Clerk: Good morning, Is that Mr George Brown, the tour leader from the Holidays Travel Agency? Guest: Yes? C: Welcome to our hotel. G: Thank you. C: Youve made a reservation for 20 twin rooms for today. February 17th for one night. Am I correct? G: Well, Im afraid weve had some last minute change. I need a connecting room for a family of five. C: Im sorry we dont have any more connecting rooms. Could I suggest a suite? G: What about the rate? C: As it is a family suite, it will cost the same as the two rooms. G: Great! Done then. C: Your check-out-time is at 8 tomorrow morning. Has there been any change in your schedule? G: Yes. Wed like to change our check-out-time to 8:30 a.m. C: 8:30 a.m. certainly, sir. And is there any change in the number of your group? G: Yes, Im just going to talk about this with you. There are 40 people in our group, and we are leaving tomorrow morning. But a couple won