酒店英语大全.doc

Word List
　　Laundry洗衣
　　Mini-bar/Refrigerator冰箱
　　Ice冰块
　　Cocacola可乐
　　Mineral water矿泉水
　　Cigarette香烟
　　Sugar方糖
　　Cold water凉开水
　　Hanger衣架
　　Electric Kettle电水壶
　　Glass水杯
　　Cup瓷茶杯
　　Telephone Book电话本
　　Hair Drier电热吹风机
　　Washed水洗
　　Damage毁坏，损坏
　　Compensate赔偿，补偿
　　Dry Cleaned干洗
　　Pressed/Iron熨烫
　　Slipper拖鞋
　　Soap香皂
　　Newspaper报纸
　　Toilet Paper卫生纸
　　Towel毛巾
　　Bath Towel浴巾
　　Floor Towel地巾
　　Small Towel方巾
　　Tea茶叶
　　Beverage饮料
　　Telephone电话
　　TV controller遥控器
　　Hanger衣架
　　ID=Identification身份证
　　Bothroom卫生间
　　Shower沐浴
　　Coffce咖啡

　　Phrase
　　Good morning/afternoon/evening
　　早上好/下午/晚上
　　Have a nice day.(time trip)
　　祝您过得愉快
　　I'm sorry.很抱歉
　　Excuse me对不起
　　That's all right没关系
　　Please follow me请跟我来
　　Thank you 谢谢
　　Just a moment请稍等
　　Right away 马上
　　Turn-down service夜床服务
　　Dry towel干毛巾
　　Make bed整理床铺
　　Room number房号
　　Quick service特快洗衣
　　I'm not really sure.
　　我不能肯定
　　I'm sorry to trouble you.
　　对不起，麻烦您了

　　Useful Expressions
　　1.Housekeeping, May I come in?
　　客房服务员，可以进来吗？
　　2.Do you need bellman?
　　您需要行李员吗？
　　3.May I clean the room now?
　　现在我可以打扫房间吗？
　　4.What's your room number, please?
　　 请问您的房号？
　　5.Could you bring me some more towels,plesae?
　　 你能不能再给我拿几条毛巾来吗？
　　6.The air conditioner doesn't work.
　　 空调机坏了。
　　7.Would you please give me some envelopse and writing paper?
　　 请给我一些信纸信封，好吗？
　　8.I'll bring them to your room at once.
　　 我马上给您送来。
　　9.Internet access press 8 and 163.
　　 上网号码先拨8，再加163。
　　10.There's something wrong with the toilet.
　　 抽水马桶出毛病了。
　　11.Have you checked your room?
　　 您检查过您的房间吗？
　　12.I'll show you the way myself.
　　 我亲自带您去。
　　13.Have you got any laundry?
　　您需要洗衣服务吗？

　　　　总台收银的：
　　　　Useful Expressions
　　　　1、Would you like to check out?
　　　　2、Sorry to have kept you waiting, This is your bill please.
　　　　3、Can I have your name and room number please?
　　　　4、What kind of credit cards have you god?
　　　　5、As a hotel policy, We accept the following cried cards.
　　　　6、Do you need receipt or bill?
　　　　7、Just a moment please. I’ll write out receipt for you.
　　　　8、I’ll send a bellmen up to get your luggage.
　　　　9、How would you like to pay in cash or by credit card?
　　　　10、This is your bill, please check it and sign here.
　　　　11、Here is your change and receipt.
　　　　12、May I have a print of your card, please?
　　　　13、Did you take anything from the mini-bar this morning?
　　　　14、Have you used any hotel services since breakfast?
　　　　15、Today’s exchange rate is 8.19 yuan RMB for one us doller.
　　　　16、What kind of currency do you want to change.
　　　　17、How much would you like to change.
　　　　18、The rates of exchange are on the board there.
　　　　19、The rate of your room, will be paid by your host.
　　　　20、Very sorry, As hotel policy , If you want to extend your stay in our hotel, you’ll have pay half of the rate more if you check out after 12:00, And if you leave after 6:00 pm, you’ll have to pay the full day rate.
　　　　Conversation
　　　　A
　　　　Cashier: Good morning. sir. May I help you?
　　　　Guest: My name is Mr Bell and I was in room 1111. I’d like to check out. Can I have my bill now?
　　　　 C: Certainly. Mr Bell, please wait a moment……Thank you. Did you have breakfast this morning at the hotel or have you used any hotel services since breakfast?
　　　　 G: Yes, but I paid cash for is also I haven’t used any services.
　　　　 C: Fine. The total including sevice charge for two days is 844 yuan. Please check it.
　　　　 G: OK.
　　　　 C: Thank you, sir. Would you like to pay in cash or by credit card?
　　　　 G: Credit card. Here you are!
　　　　 C: Thank you. Could you sign here, please?
　　　　 G: Fine.
　　　　 C: Thank you for your coming. Please drop in again. Good-bye.
　　　　B
　　　　Cashier: Good morning. May I help you?
　　　　Guest: I’m Mr peters in room 806. I’m checking out today. But my flight doesn’t leave at until 4:30 p.m and I don’t want to wait around at the airport all day. Could I keep the room this afternoon?
　　　　 C: Certainly, but as the hotel policy. The check out time is 12:00 at noon. You’ll have to pay half of the rate more. If you leave after12:00.
　　　　 G: Never mind, then. Can I just leave my luggage somewhere until 4:00 p.m?
　　　　 C: Certainly, sir. If you speak to the bellman, he’ll take care of it.
　　　　 G: Thank you.
　　　　 C: It’s my pleasure.

行李员岗位英语口语
　　　　Useful Expressions
　　　　1、Excuse me. Which one is your bag?
　　　　2、Is this bag yours?
　　　　3、I’ve come for your luggage.
　　　　4、I hope you will dropin again!
　　　　5、This is your claim tag.
　　　　6、May I help you with your luggage?
　　　　7、What else can I do for you?
　　　　8、Gould you sigh here?
　　　　9、Breakfast is on the first floor, from 7:00am to 9:00am.
　　　　10、Is your luggage will be here shortly?
　　　　11、How long will you leave the luggage here?
　　　　12、Let me take it please!
　　　　13、May I have your tag, please?
　　　　14、What’s your room number?
　　　　15、 Toilet is turn left.
　　　　16、How many pieces (of luggage ) do you have.
　　　　17、In our hotel we don’t accept tips. Thank you all the same.
　　　　18、I hope you will enjoy you’re stay.
　　　　19、Have a nice trip.
　　　　20、Are these your luggage.

　　　　Conversation
　　　　A
　　　　Bellman: Good afternoon. Madam. Welcome to our hotel.
　　　　Guest: Good afternoon.
　　　　 B: May I help you with your luggage, madam?
　　　　 G: Yes, please!
　　　　 B: Please Just a moment, I’ll get a luggage cart. madam…….Thank you for waiting. I’ll show you to the front desk. This way, please.
　　　　 G: Thank you!
　　　　 B: You’re welcome.

　　　　B
　　　　Bellman: Madam. May I have your room card, please?
　　　　Guest: Yes. Here you are.
　　　　 B: Thank you. your room is on the 10th floor. This way please……(take a elevator ).Your room is here, after you (go into the room).
　　　　 G: Thank you very much.
　　　　 B: Not at all. Where would you like me to put your luggage.
　　　　 G: Anywhere. If you like.
　　　　 B: Please check it. Is it the right number of your luggage?
　　　　 G: Oh, Yes, It’s very correct. There’s something for you.
　　　　 B: It’s very kind of you. But we can’t accept tips. Thank you all the same. Please enjoy your stay, Good-bye.
　　　　 G: Good-bye.

　　　　酒店商务中心英语口语：
　　　　Useful Expressions
　　　　1、I want to send a fax.
　　　　2、I’ll send this fax at once.
　　　　3、Sorry, sir. The line is busy.
　　　　4、I tried a lot of time, but it’s also busy.
　　　　5、It’s my mistake.
　　　　6、I’m sorry to bring you so much trouble.
　　　　7、All done, sir. Here you are.
　　　　8、Let me count, it’s 15.5 yuan in all.
　　　　9、Could you tell me how do you count this amount.
　　　　10、The regulation of charge in business center is on this board.
　　　　11、May I use the Internet.
　　　　12、Let me dial-up. Please sit down and you can use it already.
　　　　13、Can I typed of my E-mail.
　　　　14、How many copies do you need?
　　　　15、I’d like to copy this two pieces of paper, what’s the cost?
　　　　16、The Internet charge in 30 minutes is 10 yuan.
　　　　17、The copy each piece of paper for A4 size is 1yuan.
　　　　18、To enlarge or lessen one piece of paper costs as much as two pieces of paper.
　　　　19、To copy the paper’s both sides costs as much as two pieces of paper.
　　　　20、I’ll call the airline to see if there are tickets for you.
Conversation
　　　　A
　　　　Send a fax
　　　　Clerk: Good morning. sir. Can I help you?.
　　　　Guest: Good morning. I want to send a fax.
　　　　 C: Where to, sir?
　　　　 G: To Japan, here is the fax number, it’s (81)315769
　　　　 C: Please sit down and wait a moment, sir. I will send this fax at once.
　　　　 G: OK, Thank you.
　　　　 C: Sorry, sir. The line is busy. I tried it again at a lot of time, but it’s also busy, is your fax number correct.
　　　　 G: Let me see, oh, it’s my mistake. The right number is(813)3155769. I’m sorry to bring you so much trouble.
　　　　 C: It doesn’t matter. All done, sir. Here you are.
　　　　 G: How much does this two page cost?
　　　　 C: Let me count, it’s 15.5 yuan in all. How would you like to make the payment, sir?
　　　　 G: I’d like to pay in cash, but could you tell me how do you count this amount.
　　　　 C: The regulation of charge in business center is on this board.
　　　　 G: Let me see, I know. Here is the money.
　　　　 C: Here is your change.
　　　　 G: Thank you very much. Good bye.
　　　　 C: My pleasure. Good bye.
　　B
　　　　Use internet type and copy
　　　　Clerk: Good afternoon, sir, Can I help you?
　　　　Guest: Good afternoon. May I use the Internet.
　　　　 C: Certainly,sir. Let me dial-up. Please sit down and you can use it already.
　　　　 G: Thank you. Can I typed of my E-mail.
　　　　 C:Sure.
　　　　 G: I’d like to copy this two pieces of paper.
　　　　 C: OK. How many copies do you need?
　　　　 G: One each.
　　　　 C: All right. Just a moment, please, sir. Here you are.
　　　　 G: Thank you. How much does it cost?
　　　　 C: The internet charge in 30 minutes is 10 yuan, the type each piece of paper is 10 yuan, and the copy each piece of paper for A4 size is 1 yuan,so the total is 21 yuan in all. How will you be paying the bill, sir?
　　　　 G: I’d like to pay in my room bill now.
　　　　 C: Certainly. Could you sign here, sir?
　　　　 G: OK. Thank you very much. Good bye.
　　　　 C: My pleasure. Bye.

　　　　酒店总机英语口
　　　　Useful Expressions
　　　　1、Sorry, he has moved to another roo.
　　　　2、Please press “8“ first and when you hear the dial tone, press the number you want.
　　　　3、Sorry, I can’t hear you. Could you please speak a little louder?
　　　　4、Sorry, I can’t follow you. Could you speak slowly?
　　　　5、Sorry, there is a trunk call for you, please hang up your receiver.
　　　　6、There is a cross line, please dial again.
　　　　7、The line is busy, please call again after a while.
　　　　8、I’ll transfer your call to Information desk, you should check the room number first.
　　　　9、May I read back the message to see if it’s correct, please?
　　　　10、Just wait a moment and I’ll connect you.
　　　　11、Would you please tell me the spelling of your name?
　　　　12、They aren’t answering.
　　　　13、I’m sorry, there’s no reply from the room 1111.
　　　　14、Under the 10th floors, please press “0“ first and the room number.
　　　　15、May I know your room number, please?
　　　　16、If you have any questions, please call me.
　　　　17、Will you please think it over once more?
　　　　18、Don’t worry. I’ll wake-up you on time tomorrow morning.
　　　　19、Sorry, the receiver in his room is not on the right place.
　　　　20、Would you like to leave a message?
　　　　Conversation
　　　　A
　　　　Operator: Yuhuan Grand Hotel. May I help you?
　　　　Guest: Yes. May I speak to Mr John? His room number is 1111.
　　　　 O: I’ll put you through, madam……sorry,there is no answer. May be he is out. would you like to leave him a message or to call it again?
　　　　 G: Could you try again?
　　　　 O: Certainly, madam. Just a moment, please……Thank you for waiting. I’m afraid there is still no reply.
　　　　 G: I see. I’d like to leave a message. Can you help me?
　　　　 O: Certainly, madam. Go ahead, please.
　　　　 G: Yes. My name is Herry. I have an appointment with Mr John this afternoon. But I can’t to there at that time. Please tell Mr John to wait for me in his room at 9:30 tomorrow morning.
　　　　 O: Your name is Herry and tell Mr John to wait for you in his room at 9:30tomorrow morning. Am I right?
　　　　 G: Yes, that’s right. Thank you! Good-bye!
　　　　 O: You’re welcome. Good-bye!

　　　　B
　　　　Operator: Operator. May I help you?
　　　　Guest: Yes. Can you tell me how to make the IDD call?
　　　　 O: Certainly, sir. Please press “8“ first and then the country code and area code, then the number you want.
　　　　 G: I see. And how to make the room-to-room call?
　　　　 O: For calls room-to-room. up the 10th floors, please press “0“ first and then the room number, abore the 10th floors, you could direct dail the room number, there must be four digits in the final number.
　　　　 G: I see. Thank you! Could you give me a wake-up call tomorrow morning?
　　　　 O:Certainly, sir. At what time?
　　　　 G: What’s the Breakfast time?
　　　　 O: Oh, it’s 7:00-9:00 a.m at the banquet hall on the ground floor.
　　　　 G: OK, please call me at 7:30 a.m.
　　　　 O: OK, room 1111, call at 7:30 a.m. Am I correct?
　　　　 G: Yes. Thank you. Good-bye!
　　　　 O: Not at all. Good-bye!
酒店总机英语口语
　　　　Useful Expressions
　　　　1、Sorry, he has moved to another roo.
　　　　2、Please press “8“ first and when you hear the dial tone, press the number you want.
　　　　3、Sorry, I can’t hear you. Could you please speak a little louder?
　　　　4、Sorry, I can’t follow you. Could you speak slowly?
　　　　5、Sorry, there is a trunk call for you, please hang up your receiver.
　　　　6、There is a cross line, please dial again.
　　　　7、The line is busy, please call again after a while.
　　　　8、I’ll transfer your call to Information desk, you should check the room number first.
　　　　9、May I read back the message to see if it’s correct, please?
　　　　10、Just wait a moment and I’ll connect you.
　　　　11、Would you please tell me the spelling of your name?
　　　　12、They aren’t answering.
　　　　13、I’m sorry, there’s no reply from the room 1111.
　　　　14、Under the 10th floors, please press “0“ first and the room number.
　　　　15、May I know your room number, please?
　　　　16、If you have any questions, please call me.
　　　　17、Will you please think it over once more?
　　　　18、Don’t worry. I’ll wake-up you on time tomorrow morning.
　　　　19、Sorry, the receiver in his room is not on the right place.
　　　　20、Would you like to leave a message?

Conversation
　　　　A
　　　　Operator: Yuhuan Grand Hotel. May I help you?
　　　　Guest: Yes. May I speak to Mr John? His room number is 1111.
　　　　 O: I’ll put you through, madam……sorry,there is no answer. May be he is out. would you like to leave him a message or to call it again?
　　　　 G: Could you try again?
　　　　 O: Certainly, madam. Just a moment, please……Thank you for waiting. I’m afraid there is still no reply.
　　　　 G: I see. I’d like to leave a message. Can you help me?
　　　　 O: Certainly, madam. Go ahead, please.
　　　　 G: Yes. My name is Herry. I have an appointment with Mr John this afternoon. But I can’t to there at that time. Please tell Mr John to wait for me in his room at 9:30 tomorrow morning.
　　　　 O: Your name is Herry and tell Mr John to wait for you in his room at 9:30tomorrow morning. Am I right?
　　　　 G: Yes, that’s right. Thank you! Good-bye!
　　　　 O: You’re welcome. Good-bye!

　　　　B
　　　　Operator: Operator. May I help you?
　　　　Guest: Yes. Can you tell me how to make the IDD call?
　　　　 O: Certainly, sir. Please press “8“ first and then the country code and area code, then the number you want.
　　　　 G: I see. And how to make the room-to-room call?
　　　　 O: For calls room-to-room. up the 10th floors, please press “0“ first and then the room number, abore the 10th floors, you could direct dail the room number, there must be four digits in the final number.
　　　　 G: I see. Thank you! Could you give me a wake-up call tomorrow morning?
　　　　 O:Certainly, sir. At what time?
　　　　 G: What’s the Breakfast time?
　　　　 O: Oh, it’s 7