酒店英语01.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-Part1 Reservation预定（1） Reservation in person 亲自预定C-Clerk前台职员 G-Guests客人C: Good mourning. This is Room Reservation. May I help you?您早。客房预约部，能为您效劳吗？G: Yes, Id like to reserve a room. 是的，我想预定一个房间。C: Thank you. For which date? 谢谢您，要订哪一天的？G: From January 5th. 从1月5号开始。C: For how many nights? 要住几晚呢？G: For four nights .四个晚上。C: How many guests will there be in your party ?您一行共有多少客人呢？G: Just my wife and myself. So I prefer a twin please., 只有我太太和我，请给我一间两张单人床的房间。C: Hold the line, please. Ill check our room availability for those days. Thank you for waiting, we have a twin at RMB1000 and at RMB1500. Which would you prefer?请别挂断，我查查那几天有没有空房间。让你久等了，我们有1000元和1500元的双人房间，您喜欢哪一种？G: Ill take the one at RMB1500. 我要订1500元的。C: Certainly. May I have your name and initials, please? 好的，请告诉我您贵姓和名字的第一个字母好吗？G: Yes , its Tom Cruise T.C. 好的，我叫汤姆 克鲁斯T.C。C: Mr. Tom Cruise. May I have you phone number, please?汤姆 克鲁斯先生。请给我您的电话号码号码？G: Yes the number is 010-8207366. 好的，号码是010-8207366。C: What time do you except to arrive, Sir? 先生，您预订什么时候到达？G: Oh, around 7p.m,I suppose. 嗯，我想是下午七点左右吧。C: Id like to confirm your reservation. A twin room for Mr. and Mrs. Cruise at RNB1500 Yuan per night for four nights from January 5th to 9th. My name is Mary and we look forward to serving you.我想再确定一下您的预约，克鲁斯夫妇要一间两张床的双人房，每晚1500元。一月5号到9号4个晚上，我叫玛丽，期待能为您服务。（2） Reservation for others 代人预订C: Good mourning. This is Room Reservation. May I help you?您早。客房预约部，能为您效劳吗？G: Yes, Id like to reserve a room for a colleague. 是的，我想替一位同事预定房间。C: Thank you, Sir. Which date would that be? 谢谢您，先生。要订什么时候？G: For one week. From Octorber1 to 7. 从10月1号到7号，总共一个星期。C: Which kind of room do they want? 他们需要什么样的房间？G: A double. Hell be accompanied by his wife. 一间双人床的房间，他太太要陪他来。C: Could you hold the line, please? Ill check our room availability. Thank you for waiting. Im afraid we have no double rooms, but we do have some twin rooms at RMB1000 and RMB1500 available.请别挂断好吗？我查查是否还有房。让您久等了，恐怕我们没有双人床房间，但我们还有几间价位1000元及1500元人民币的两张单人床房间。G: The one at RMB1500 sounds fine. 1500元的那种听起来挺不错。C: Certainly, sir. May we know the name of your colleague and his wife。好的。能告诉我你同事夫妇贵姓吗？G: Mr. and Mrs. Terry Thompson.特里 汤姆斯夫妇。C: Thank you. May I have your name and telephone number, please?谢谢，请告诉我您的姓名和电话号码好吗？G: Yes, its 82073660, extension 1301. I work in IBM China. My name is Bill Smith. 好的，82073660，转1301. 我在中国商业机器公司工作，我叫比尔 斯密斯。C: Do you know their flight number and arrival time? 您知道他们的班机号码和抵达时间吗？G: Yes, its Pan America Flight 009. His flight arrives at 2p.m, so he should be there by 5p.m by the eeriest. 是泛美009班机，他的班机下午两点抵达，所以他应该下午最早五点到贵酒店。C: Thank you very much. My name is Mary. If you have any further enquiries, please dont hesitate to contact me. We look forward to serving your colleague. 谢谢，我叫玛丽，如果您想进一步询问的话，请不要犹豫，尽管和我联络，我们期待能为您的同事服务。Part2 Unsatisfied Reservation 未能预约C-Clerk前台职员 G-Guests客人(1) Being full 客满C: Good mooring. May I help you? 早上好，我能为您效劳吗？G: Yes, Id like to reserve a room with a private bathroom for November14.是的，我想预定一个带洗澡间的单人房，11月14号。C: Please hold,. Ill check our rooms availability. Im afraid we are fully booked on that day. Would you like us to put you on our waiting list and can inform you in case if we have a cancellation.请别挂断，让我查看当天是否有空房？那天已经订满了。我们把您列入候补名单，一旦有人退房，我们便通知您，您看好不好？G: No, thanks. Could you recommend another hotel neat the city center to me? 不用了，谢谢。你能推荐另外一家靠近市中心的酒店给我吗？C: Yes, of course. If you require a hotel as ours, I would suggest that you try the Hilton Hotel. 当然可以，如果你想要一家跟我们一样的酒店，那么我建议您试一试希尔顿酒店。G: Do you know the rate per night there? 你知道他们的收费吗？C: Im sorry, we dont have the exact rate but its around two hundred yuan per night. 对不起，我们没有确切的价目，但大约是200元一晚。G: That sounds good. Do you have their telephone number?听起来不错，你有他们的电话号码吗？C: Yes, its 82073660. 有，是82073660.G: Thank you very much. Goodbye. 非常感谢你，再见。C: Thank you for calling us and goodbye. 谢谢您给我们打电话，再见。(2) Being unavailable 没有空缺C: Good morning, sit, what can I do for you? 早上好，先生，我能为您效劳吗？G: Good morning. I want to book a twin room.早上好，我想预定一个双人床的房间。C: What kind of room would you prefer? 您喜欢什么样的房间？G: I want a twin room with a city view. 我想要一间能看到城市的双人房。C: We do have twin rooms, but they are all facing the lake, not the city.我们有双人房，但全都是向湖泊的，并非向城市的。G: Its too bad. Let me think about it. Ill get back to you later. Thank you very much. Goodbye. 那太糟了，让我考虑一下。我稍后通知你。谢谢，再见。C: Thank you for calling. Goodbye. 谢谢你的来电，再见。（3） Incompletely Satisfied Reservation 无法连续预定至期满C-Clerk前台职员 G-Guests客人C: Good morning. Room reservation. May I help you?早安，客房预约部，能为您效劳吗？G: Yes, Id like to reserve a room. 是的，我想预定一个房间。C: Which date would that be? 要订什么时间的？G: Id like a twin room for 6 nights from March 15th.从3月15日起6个晚上，我要一间有两张单人床的房间。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 four nights from March15th, but Im afraid there is none available of March 19th.请您稍等好吗？我查一下那几天的房间。先生，让您久等了，我们从3月15日到18日4天有两张单人床的房间，可是3月19号没有。G: Well, do you have two singles for that night? 那么，那天晚上有没有两间单人房呢？C: Im very sorry, sir, but we are fully booked for all types of rooms on that night. 非常抱歉，那天晚上所有的客房都预约满了。G: I see. Can you book me into another hotel in the area? 哦，可不可以替我在当地预定另一家旅馆呢？C: Im afraid we dont have any information on their room availability. Would you like me to book you for all nights except the 19th.恐怕我们没有他们的房间信息，要我帮您登记除19号以外的房间吗？G: Ill think about it and let you know. 我考虑一下再通知你。C: Thank you. We look forward to hearing from you.谢谢您，我们盼望着您能再打电话来。Part3 Confirmation, Change or Cancellation 确认，变更与取消C-Clerk前台职员 G-Guests客人(1) Confirmation 确认C: Good morning. This is Room Reservation. May I help you?您好，客房预订处，能为您效劳吗？G: Yes, Id like to confirm a reservation. 我要确认一项预订。C: Certainly, sir. May I have the date of your reservation, please?好的，先生。请告诉我您预订的日期好吗？G: It was for May 1st, for two nights. 5月1日两个晚上。C: May I have your name, please? 请问您的名字？G: My name is LiWei, L-I-W-E-I. 我叫李威，L-I-W-E-I.C: Could you hold the line, please? Ill check our reservation recordThank you fir waiting, sir. Your rooms confirmed for that day. We look forward to serving you.请稍等，别挂断电话， 我要查看一下预订记录。.让您久等了，先生。您那天的房间确定了。我们期待着为您服务。（2） Change 变更C: Room Reservation. May I help you?客房预订处，能为您效劳吗？G: Yes, my name is Tom Cruise, and I made a reservation for 2 nights from September25th, Id like to extend it for one more night until the 27th.我叫汤姆 克鲁斯。我预订了从9月25日期2个晚上的房间。我想再延长一个晚上一直到27日。C: For 3 nights from September 25th until 27th.从9月25日到9月27日3个晚上。G: Thats right. 对。C: Will there be any change in your room type? Your reservation is for a twin room. 是否更改房间的类型呢？您所预订的是两张床的双人床。G: No. 不改。C: Do you need limousine service? 你需要机场接送服务吗？G: Thats exactly what I want. How much does it charge?这正是我需要的。请问如何收费？C: Eighty yuan for one way. You can make the reservation now. We have a counter at the airport where our representative will escort you to the car.单程收费为80元，我们在机场设有柜台，将有专人引导你上车。G: That sounds good. Ill take it. 听起来不错，就这样吧。C: Thank you. We look forward to serving you. 谢谢你，我们期待着为您服务。（4） Cancellation 取消C: Room Reservations. May I help you?客房预订处，能为您效劳吗？G: Id like to cancel a reservation. 我要取消一项预订。C: In whose name was the reservation made?是以谁的名字预订的？G: Tom Cruise. 汤姆 克鲁斯。C: What was the date of the reservation? 什么时间的？G: From September 7th for 3 nights. 从9月7日起3个晚上。C: Is the reservation for yourself or for another party?这项预订是为您自己订的还是为别人订的？G: Its for my manager. 是为我的经理订的。C: May I have your name and phone number, please?请告诉我您的姓名及电话号码？G: Yes. Its Terry Thompson and my number is 82073660.好的，我叫特里 汤姆森，电话是82073660.C: Thank you, sir. I will cancel Mr. Cruises reservation form September 7th for 5 nights. My name is Mary and we look forward to another chance to serve you. 谢谢您，先生。我将取消克鲁斯先生自9月7日起5晚的预约。我叫玛丽，我们期待另有机会为您服务。Selected Sentences 精选句型（1） 表示愿意帮忙 Be willing to help Can I help you? 我能为您效劳吗？What can I do for you? 我能为您效劳吗？How can I help you, sir? 我能为您效劳吗？May I help you? 我能为您效劳吗？（2） 请求对方稍候 Ask a guest to wait a minuteJust a moment, please. 请稍等。One minute/ moment, please. 请稍等。Could you wait a minute, please? 请稍等，好吗？Hang on, please. 请稍等。（3） 接受预订 Accept Reservation We have a single available for those dates. 我们那些天有单人房。We do have a vacancy for those dates.我们那些天有空房间。We are glad well be able to accept your booking.很高兴，我们能够接受你的预订。（4） 未能接受预订 Fail to accept ReservationIm sorry, we are fully booked on that day.很抱歉，那天的房间已经满了。Im very sorry, we dont have triple room.很抱歉，我们没有三人间。Im sorry, sir. We dont have any vacancy for those dates.很抱歉，那天我们没有空房间。Im sorry, Miss. We are booked solid on that date.很抱歉，那天的空房间全部订完。Im sorry, we dont have any room available for that week.很抱歉，那星期我们没有剩余的房间。Im sorry. We are full up for those dates.很抱歉，那些天我们的房间已经满了。（5） 解释房费所包括的服务项目 Explain the service included in room rentFor RMB550 youll have a telephone. 550元的房间你将有电话.For RMB550 youll get. 550元的房间你将有.For RMB550 youll be co titled to550元的房间你将享用.For RMB550 it includes. 550元的房间包括.For RMB550 we provide you with. 550元的房间我们将为你提供.(6) 询问喜好 Ask about likesWould you rather like A or B? 你喜欢A还是B？Would you prefer A or B? 你喜欢A还是B？Which would you like, A or B? 你喜欢A还是B？Which would you rather like, the largest one or the small one?你喜欢大的小的？(7) 提出建议 Offer suggestions I would suggest that you try the Hilton.我建议您和希尔顿饭店联系一下。You might want to try the Palace Hotel. 你可以和王府饭店联系一下Why dont you try the Beijing Hotel? 为什么不试一试北京饭店？You could try the Peace Hotel if you like?如果你愿意你可以试一试和平饭店。（8）报价 QuoteA single would run you between RMB535 and RMB280.单人间的价格在535和280之间。A single can cost you between RMB535 and RMB280.单人间的价格在535和280之间。Prices go/ range from RMB535 to RMB280 for a single.单人间的价格在535和280之间。It is RMB550 per night for a single.单人间每人每晚550元。（9）询问个人情况 Ask about personal information Could/ would you tell/ give me your name? 请问您贵姓？Could/ May I have your name/ address/ telephone number?您能告诉我你的名字/地址/电话好吗？Do / would you mind telling /giving me your name, please?我可以知道你的名字吗？（10）请求对方讲慢一点 Ask a guest to speak slowlyExcuse me, sir, but could you speak (a little more) slowly, please?对不起，先生，你可以慢一点讲吗？Excuse me, Miss, but would you please slow down a little?对不起，小姐，你可以讲慢一点吗？Excuse me, Madam, but do you mind slowing down a little?对不起，女士，你可以讲慢一点吗？（11）告别语 Farewell wordsThank you for calling us. 多谢你打电话来。Thank you for choosing us for your service.谢谢你选择我们为你服务。Thank you for using Room Service? 感谢你使用我们的客房服务。We are look forward to serving you. 我们期待着为你服务。-精品 文档-