前厅英语.doc

前厅英语（一）
Part Five Front Office A
基本用语与对话
Basic sentences & Conversation
词汇
Useful words
l 您需要什么样的房间，单人房还是双人房？
What kind of room would you like to have, single room or double room?
l 大床房间怎么样？
How about queen-size bed room?
Shall I suggest a queen-size bed room?
l 您将何时到达？
What time will you be arriving?
l 您要住几个晚上？
How long will you be staying?
l 你们一共有几个人？
How many guests will there be in your party?
l 单人房间房价是400元。
A single room costs 400RMB per night.
The rate for a single room is 400RMB each night, including service charge.
l 让我查查房间的预订情况。
Let me check the room availability
l 您是什么时候预订的房间的？
When did you make the reservation?
l 请您签一下名好吗？
Could you sign your name, please?
May I have your signature here, please?
l 祝您在这里住得愉快。
Enjoy your stay with us.
l 请问，您是哪个国家的？
Where are you from?
What’s your nationality?
l -下午好，夫人。有什么可以帮你吗？
Good afternoon, madam. May I help you?
-下午好，我想要一间单人房。
Good afternoon. I want a single room, please.
-您有没有订过房？
Have you made a reservation.
-没有。
No, I haven’t.
-您要住多久？
How long do you want to stay?
-3天。
3days.
-我来看看有没有房间……有了，我可以为您在10楼安排一间房。
I’ll see what we have. …..Yes, I will offer you a single room on the 10th floor.
-好的。
Fine.
-我能看一下您的护照吗？
May I see your passport?
-当然可以。给你。
Of course. Here you are.
-谢谢，夫人。请您填写一下这份住宿登记表，好吗？
Thank you, madam. Could you fill in this registration card, please?
-好的。给你。
Yes. Here it is.
-谢谢。这是您的钥匙，房间号码是1018。
Thank you, madam. Here is your room key, and room number is 1018.
-非常感谢。
Thank you very much.
-不客气，希望您在这里住得愉快。
It’s my pleasure. Hope you enjoy your staying here!
Adjacent rooms 邻近房间
Adjoining rooms 相邻房
Connecting rooms 连通房
Deluxe room 豪华房
Suite 套房
Presidential suite 总统套房
Queen-size bed 大床
King-size bed 特大床
Room type 房间类型
Twin room/Double room
双人房
Single room 单人房
Dull season (Off season)
淡季
Peak season 旺季
Occupancy 住房率
Tariff 房价表
Front desk 前台
Information desk 问询
FIT(Free Individual Tourist)
散客
Walk-in 未预订散客
Long-stay guest 长包房
Regular guest 常客
Repeat guest 回头客
No-show 当天预订未到的客人
Voucher 凭单
Waiting list 候补名单
Discrepant room (discrepancy)
差异房
OOO (Out of order)维修房
R/C (Registration card)
登记表
Date of expiration 有效期
Identification card 身份证
Nationality 国籍
Passport number 护照号码
Permanent address永久地址

Safety deposit box保险箱
Valuables 贵重物品
Incidental charge 杂项费用
Advanced deposit 预付定金
Deposit receipt 定金收据
Folio 帐页
Signature 签名
ARR(Average room rate)
平均房价
Day use 日用房
Extra bed 加床
Full house 客满
Stay overnight 住一个晚上
Arrival list 抵达名单
Check list 核对清单
Reservation 预订
Block booking 大批量的预订
Confirmation (预订)确认
Overbooking 超预订
前厅英语（二）
Part Six Front Office B
基本用语与对话
Basic sentences & Conversation
词汇
Useful words
l 恐怕他已经结帐离店了。
I’m afraid he has already checked out.
l 他是早上十点多结帐的，但我们不知道他是什么时候离开饭店的。
He checked-out at about 10 in the morning, but we don’t know at what time he left the hotel.
l 我是行李员，我可以进来吗？
Bell service, may I come in?
l 您一共有五件行李。
You have 5 pieces of luggage in all.
l 我们的行李员会带您去房间。
The bellboy will show you to your room.
l 请问您寄这些信要航空邮递还是普通邮递？
Would you like to send them by air mail or by ordinary mail?
l 快件寄到日本要三天。
It takes about 3days to reach Japan by express.
l -下午好，先生。有什么可以帮您吗？
Good afternoon, sir. May I help you?
-我想把这封信寄到美国去。
I’d like to send the letter to USA.
-您需要寄挂号吗？
Would you like to register it?
-对。
Yes, please.
-请您填一下这张表格，再签一下名，好吗？
Will you please fill in this form and sign your name?
-好的。
Sure.
-谢谢。邮费是16元、
Thank you. It costs 16RMB.
-给你钱。
Here is the money.
-谢谢您，先生。
Thank you sir.
l -下午好，先生。欢迎来我们饭店。
Good afternoon, sir. Welcome to our hotel.
-谢谢！
Thank you.
-请问您有几件行李。
How many pieces of luggage do you have?
-就这三件。
Just these three.
-两只手提箱和一个包，对吗？
2 suitcase and 1 bag. Is that right?
-对，全都在这儿了。
Yes, that’s all.
-让我带您去总台吧，请这边走。我先把您的行李放在旁边，等您办完了入住手续后，我们行李员会带您去房间。
Let me show you to the front desk. This way please. I will put your bags beside the counter. Our bellboy will show you to your room when you have finished check-in.
-好的，谢谢。
OK. Thank you.
-不客气。
It’s my pleasure.
Bellboy 行李员
Receptionist 接待员
Clerk 文员
Doorman 门僮
Automatic door 自动门
Revolving door 旋转门
Rest room (Man’s room/
Lady’s room/ Toilet) 洗手间
Stairs 楼梯
Baggage (Luggage)行李
Baggage cart 行李车
Baggage stand 行李架
Baggage tag 行李牌
Baggage storage 行李寄存
Unclaimed baggage
无人认领的行李
Bookshelf 书架
Copy machine (Duplicator)
复印机
Envelope 信封
Folder 文件夹
Ticket service 票务服务
Facsimile (FAX) 传真
Flight number 航班号
Overhead projector投影仪
Slide projector 幻灯机
Post code (Zip code)邮编
Travel agency 旅行社
Typewriter 打字机
Postage 邮资
Stamp 邮票
Postcard 明信片
Wheelchair 轮椅
Check-in 入住
Check-out 结帐(离店)
Room change 换房
Pick-up service 接客服务
Early arrival 提前抵达
Early departure 提前离店
Complimentary breakfast
免费早餐
Continental breakfast
欧陆式早餐
Complimentary room
免费房
Coupon 券
Free of charge 免费
Service charge 服务费
Lost & found 失物招领

前厅英语（三）
Part Seven Front Office C
基本用语与对话
Basic sentences & Conversation
词汇
Useful words
l -早上好，先生。我能为您服务吗？
Good morning, sir. May I help you?
-是的。您能把这100元钱换成零票吗？
Yes. Could you change this one-hundred-yuan note, please?
-当然，先生。您要换成什么样的零票？
Certainly, sir. How do you want it?
-请给一张50元的和五张10元的。
A fifty and five tens, please.
-这就是。先生，请您点一点。
Here you are. Please check it, sir.
-好的，谢谢。
Fine. Thank you.
-不客气。
It’s my pleasure.
l -下午好，小姐。我能为您服务吗？
Good afternoon, madam. May I help you?
-下午好，我能把这张支票兑换成人民币吗？
Good afternoon. Can I change this check in to RenMinBi?
-当然，您要换多少？
Certainly. How much would you like to change?
-100美元。今天的兑换牌价是多少？
100 US dollars. What’s today’s exchange rate?
-100美元兑换813人民币。
Well, it’s 813RMB for 100US dollar.
-好吧。
OK.

-请问您的姓名的房间号码？
May I have your name and room number please?
-我叫玛丽·怀特，房号是1018。
My name is Mary White, room 1018.
-谢谢，怀特小姐。请在这里签字。
Thank you, Miss White. Please sign your name here.
-好的。
OK.
-这是兑换水单和人民币813元。请点一下。
This is exchange memo and the money, 813Yuan in all. Please check it?
-谢谢你。
Thank you.
-不用谢，怀特小姐。
That’s all right, Miss White.
l 今天上午您用过小冰箱里的饮料吗？
Did you take anything from the mini-bar this morning?
l 我能为您核对帐单上的详细内容吗？
May I check the details for you, please?
l 我能刷一下您的信用卡吗？
May I take a imprint of your credit card, please?
May I print your credit card, please?
l -早上好，先生。有什么能帮您吗？
Good morning, sir. May I help you?
-我要退房了，把我的帐结一下好吗？
Yes, I would like to check out. Could I have my bill, please?
-当然可以，先生。请问您叫什么名字，住哪个房间？
Certainly, sir. May I know your name and your room number, please?
-我叫杰克·史密斯，住1508房间。
Jack Smith, room 1508.
-好。给您帐单，史密斯先生。一共是1807元。
All right. Here is your bill, Mr. Smith. The total is one thousand eight hundred and seven.
-这个数目应该是对的。
The figure seems right.
-史密斯先生，请问您是用现金付帐还是用信用卡付帐？
How would you like to pay, Mr. Smith, in cash and by credit card?
-现金，给你钱。
In cash. Here is the money.
-谢谢，史密斯先生。请等一下，我给你开一张收据。
Thank you, Mr Smith. Just a moment, please. I’ll print a receipt for you.
American Express Card
美国运通卡
Diner’s Club Card 大来卡
Great Wall Credit Card
长城卡
JCB card 日本信贩卡
Master card 万事达卡
Visa card 维萨卡
Bank draft 银行汇票
Cash 现金
Credit card 信用卡
Credit limit 信用限额
Receipt 收据
Deposit receipt 定金收据
Discount 折扣
Folio 帐页
Free of charge 免费
Method of payment
付款方式
Settle account (Settle the bill)
结帐
Foreign currency exchange
外币兑换
Exchange memo 兑换水单
Exchange rate 兑换率

前厅英语（四）
Part Eight Front Office D
基本用语与对话
Basic sentences & Conversation
l -早上好，客房预订处。能为您服务吗，先生？
Good morning, reservation. May I help you, sir?
-是的，我想预订一个房间。
Yes, I’d like to reserve a room.
-您想订哪天的房间？
Which date would that be?
-我要订一个标准间，从5月15日开始，6个晚上。
I’d like a twin room for 6nights from May 15th.
-请不要挂断电话，我查一下我们的客房预订情况……对不起，让您久等了，先生。我们从5月15日到19日有空的标准间，但恐怕5月20日就没有房间了。
Could you hold the line, please? I’ll check our room availability for those days.
Sorry for kept you waiting, sir. We have a twin room for 5nights from May 15th to May 19th, but I’m afraid there is none available on the night of May 20th.
-我明白了，两个单人间能安排吗？
Well, I see. Do you have two single rooms for that night?
-对不起，所有的房间全订满了，我只能把您先放在等候名单上。
I’m very sorry, we are full booked for all types of rooms that night. Only I can do is putting you on our waiting list.
-好吧，我考虑好了再给你们打电话。
OK, I’ll think about it and let you know.
-先生，您能不能把名字和电话号码告诉我，一有房间我就通知您？
May I have your name and contact number, sir? We will call you once we have room available.
-那太好了。
That’s fine.
l 您是否已经办妥入住登记手续了？
Have you got through with the check-in procedure?
l 房卡上有关于酒店各项服务设施的介绍，请您随身携带。当您签单时要出示房卡。
There’s introduction of hotel services and facilities in the welcome card. Please make sure to have it with you all the time and show it when you sign the bill.
l -晚上好，这里是接处，有什么能帮您吗？
Good evening, reception. May I help you?
-我的名字叫史密斯，住1010房间。我40分钟以前住进我的房间，但我的行李到现在还没有送来。
I’m Smith in room 1010. I checked in 40 minutes ago, but my luggage hasn’t been brought up to my room yet.
-很报歉，史密斯先生。您有几件行李？
I’m sorry to hear that, Mr. Smith. How many pieces did you have?
-两个手提箱和一个包。
Two suitcase and one bag.
-您的行李上有没有写名字的挂牌呢？
Is there a name tag attached to your luggage?
-不，恐怕没有。
No, I’m afraid not.
-请不要挂断电话，我问一下行李房，请稍等。
Please hold the line, I’ll get in touch with the Bell Captain’s Desk right away. Please wait for a moment.
-谢谢。
Thank you.
-史密斯先生，行李员正忙着把行李送往客人房间，因为您的行李上没有挂牌，我们还需要一些时间去找。请别担心，我们一找到您的行李，马上就送到您的房间。
Mr. Smith, the bellboys are busy delivering luggage to guest’s room. It will take more time to find it because there’s no name tag attached to your luggage.
But don’t worry, we will have it sent to your room as soon as we find it.
-好吧。
OK.
l 请接受我代表酒店向您道歉。
Please accept my apology on behalf of the hotel.
l 我向您保证这种事不会再发生了。
I assure you it won’t be happen again.
l 这是很少有的，我会调查此事的。
This is quite unusual, I will look into the matter.
l 我会报告给经理，并让他来处理这件事。
I’ll report to the manager and ask him to take care of the problem.
l 很报歉，但是这件事是违反我们酒店规定的。
Sorry, I should say it’s against our hotel regulations.
Carl Nash (use)