英語培訓(xùn)手冊(cè) English Training Manual

　目錄 CONTENTS Foreword

　 1

　 前言 Part One

　3

　 第一部分 Courtesy English

　基本禮貌用語 Part Two

　 22 第二部分 Front Office Service

　前廳服務(wù) Part Three

　 35

　第三部分 Housekeeping Service

　 客房服務(wù) Part Four

　52 第四部分 Food and Beverage Service

　 餐飲服務(wù) Part Five

　 71

　 第五部分 Recreation Service

　 康樂服務(wù) 前言 Foreword 步入全球知識(shí)經(jīng)濟(jì)時(shí)代后，中國飯店業(yè)與國際接軌日趨緊密。英語作為一種國際語言，是酒店員工與外賓交流的主要語言工具，已成為酒店員工需要掌握的一項(xiàng)基本技能。為進(jìn)一步提高員工的英語水平，酒店人力資源部特編寫了這本英語培訓(xùn)手冊(cè)，以方便員工隨時(shí)學(xué)習(xí)。

　學(xué)以致用，是我們學(xué)習(xí)的最終目標(biāo)。愿您不斷在工作中找到學(xué)習(xí)的動(dòng)力，在交流中獲得分享知識(shí)的樂趣。

　人力資源部 AS the world has already stepped into the era of knowledge economy, China’s hotel industry is closely related to the international market. English, a word language, functions as a main tool or a basic ability for hotel staff to communicate with foreign guests. This English Training Manual is compiled by the Human Resources Department for the staffs study and improvement. Put what we learn into practice. Wish you would obtain motivation of the study from your working, and benefit from the learning.

　 Human Resources Department 基本禮貌英語 Courtesy English 一、歡迎問候語 Welcome and Greeting

　1、 Good morning (afternoon, evening),sir (madam). 早上（下午，晚上）好，先生（夫人）。

　2、 Welcome to our hotel. 歡迎光臨我們酒店。

　3、 Welcome to stay in hotel. 歡迎住在我們酒店。

　4、 How do you do ?您好嗎？ 5、 How nice to see you again. 真高興再次見到您。

　6、I hope you’ll enjoy your staying here. 我希望你們?cè)谶@兒逗留愉快。

　7、Have a nice stay with us. 希望您與我們?cè)谝黄饡r(shí)開心愉快。

　8、Did you have a nice trip?旅途愉快嗎？ 二、祝賀語 Congratulation 1、 Congratulations.恭喜您。

　2、 Happy new year.新年快樂。

　3、 Happy birthday to you.生日快樂。

　4、 Merry Christmas.圣誕快樂。

　5、 Wish you every success.祝您成功。

　6、 Wish you good luck.祝您好運(yùn)。

　7、 Have a good journey.祝您旅途愉快。

　8、 Have a nice weekend.祝您周末愉快。

　三、告別語 Farewell 1、 Goodbye.再見。

　2、 See you tomorrow.明天見。

　3、 Wish you come again.希望再次光臨。

　4、 Have a good trip and saft journey. 希望您一路平安，旅途愉快。

　5、 goodbye and hope to see you again. 再見，希望再見到您。

　6、 Have a nice trip.旅途愉快。

　四、征詢語 Requests 1、 May (can)I help you ?我可以幫您嗎？ 2、 What can I do for you ?我能為您做什么？ 3、 Is there anything I can do for you? 我還能為您做些什么？ 4、 will it trouble you ?那會(huì)麻煩您嗎？ 5、 Would you like

　… ?您喜歡…？ 6、 Would you mind if …？ 五、應(yīng)答語 Responses 1、 You are welcome.愿意效勞。

　2、 It doesn’t matter.沒關(guān)系。

　3、 I see.我明白了。

　4、 Thank you very much.非常感謝您。

　5、 Thank you for you kindness. 謝謝您的好意。

　6、 I’ll do it for you right away.

　我馬上為您服務(wù)。

　7、 I’m glad to serve you .樂意為您服務(wù)。

　8、 Sorry to have kept you waiting, sir/madam. 很抱歉，讓您久等了，先生/小姐。

　9、 I’ll be with you in a moment. 我一會(huì)兒就來為您服務(wù)。

　10、 Thank you for your advice (information, help),感謝您的忠告（信息、幫助）。

　六、道歉語 Apologies 1、 Excuse me 對(duì)不起。

　2、 I apologize for this. 我為此道歉。

　3、 I’m sorry to disturb you.真抱歉打擾您。

　4、 I’m sorry, it’s our fault. 對(duì)不起，是我們的過錯(cuò)。

　5、 Thanks for your reminding. 謝謝您的提醒。

　6、 We’ll try our best to take some measures, so that you can be satisfied. 我們將盡力使您滿意。

　7、 Please forget it, sir/madam. 請(qǐng)不要放在心上，先生/小姐。

　8、 I’m sorry about it .

　關(guān)于那件事，我很抱歉。

　七、婉言推托語 Refusal 1、 I’m sorry I can’t help you. 真抱歉我不能幫您。

　2、It’s very kind of you but… 您的好意我領(lǐng)了，可是… 3、Thank you，no. We are not allowed to drink on duty. 謝謝，但是我們上班時(shí)不方便飲酒。

　八、接聽電話語 Telephone Sentences 1、Good morning, Reception××speaking. May I help you? 您好，總臺(tái)，我是某某… 2、Sorry, you’ve dialed a wrong number. 抱歉，您打錯(cuò)電話了。

　3、Please dial number…，thanks. 請(qǐng)撥號(hào)碼…，謝謝。

　4、Who’s calling, please?請(qǐng)問您是誰？ 5、Hold the line please, I’ll see if she is available. 6、Sorry, I still don’t understand what you said. 抱歉，我仍不明白您說什么。

　7、Could you repeat that please? 請(qǐng)您再重復(fù)一遍好嗎？

　8、Will you please speak more slowly? 請(qǐng)您說的慢一點(diǎn)好嗎？

　10.I’msorry,I can’t follow you. 抱歉，我聽不懂。

　九、答謝語 Thanks and Answers 1. You’re most welcome..歡迎之至。

　2. With Pleasure. 這是我們的榮幸。

　3. We’re always at your service. 我們隨時(shí)為您提供服務(wù)。

　4.Thank you for coming.謝謝光臨。

　5.Thank you for your staying in our hotel. 謝謝光臨我們酒店。

　6.It’s our pleasure to have your staying with us. 您來我店是我們的榮幸。

　7.Thank you for such a lovely gift. 謝謝您給了我這么可愛的禮物。

　8.My pleasure.這是我的榮幸。

　十、指路用語 Giving directions 1. After you please,sir (madam). 2. Go straight ahead,sir(madam). 請(qǐng)筆直走，先生/女士。

　3. This way, please.這邊請(qǐng)。

　4. Turn left(right)at the first corner. 在第一個(gè)拐口左轉(zhuǎn)（右轉(zhuǎn)）。

　5. Please use the elevator there ,sir/madam. 在那邊用電梯，先生/小姐。

　6. Please go down to the lobby here, madam/sir. 請(qǐng)從這邊下去到大堂，小姐/先生。

　7. It’s on the second(third)floor. 在二（三）樓。

　8. Sorry,I’m not sure.If you’ll wait a minute.I’ll be glad to find out for you. 抱歉，我不能肯定，如果您等幾分鐘，我很樂意為您查清楚… 9. When you return to the hotel,please show this hotel card to the driver. 當(dāng)您回酒店的時(shí)候，請(qǐng)把這張酒店卡給司機(jī)看。

　10.I will take you there,sir/madam. 我?guī)�您去，先�?女士。

　十一、提醒用語 Remind words 1.Please don’t leave anything behind. 請(qǐng)別遺忘您的東西。

　2.Please don’t smoke here. 請(qǐng)不要在這里抽煙。

　3、Please be careful.請(qǐng)當(dāng)心。

　十二、情景應(yīng)對(duì) Situational responses (一) 可以滿足客人之要求時(shí)； 1. Certainly,sir/madam. 好的，先生/小姐。

　2. I’ll go and get it right away,sir/madam. 我馬上去拿來，先生/小姐。

　3. Immediately,sir/madam. 馬上就來，先生/小姐。

�。ǘ�）不能滿足客人之要求時(shí)； 1. I’m terribly sorry, we don’t have… 非常抱歉，我們沒有… 2. Awfuly sorry,sir/madam.We have sold out… 實(shí)在抱歉，先生/小姐，我們已經(jīng)賣完了。

　3. I’m afraid we do not have… 恐怕我們已沒有… （三）一時(shí)未能肯定是否能滿足客人之要求時(shí)：

　1. If you wait a minute, sir/madam.I’ll try to find out it for you. 如果您能等一會(huì)兒，先生/小姐，我將盡力找找。

　2. Sorry to keep you waiting,I’m pleased to say we do have×××… 抱歉，讓您久等了，我很高興地說，我們確實(shí)有…

�。ㄋ模┛腿苏髟兡愕耐�意可否拿走某物伯時(shí)：

　1.Certainly,sir/madam.Let me help you . 好的，先生/小姐，讓我來幫您。

　2.Go ahead please.You’re welcome. 請(qǐng)拿吧，您可以隨意使用。

�。ㄎ澹┊�(dāng)不能答允客人的要求時(shí)：

　1.I am so sorry,we can’t do that,It’s against our rules. 真抱歉，我們不能那樣做。那違反我們的規(guī)定。

　2.I’m terribly sorry,we are not allowed to do this. 我很抱歉，我們不允許這樣做。

　3.I’m afraid it’s against hotel policy,I’m so sorry. 我恐怕這違反了酒店的制度，非常抱歉。

�。�六）當(dāng)客人由于客氣而給你賞物時(shí)：

　1.No,thand you.You’ve very kind. 不，謝謝您。您真好。

　2.It’s very kind of you.But we can’t accept it.Thank you 您非常好心，但我們不能夠接受，謝謝。

�。ㄆ撸┩窬芸腿说囊�求時(shí)：

　1. I’m sorry.I can’t do it. 對(duì)不起，我不能做。

　2. I’m afraid that’s not possible. 我恐怕那不可能。

　3. No,sir/madam,it is not possible. 不，先生/小姐，那是不可能的。

�。ò耍┮�中斷與客人談話時(shí)：

　1. I’m sorry,sir I must go .Nice talking with you. 很抱歉，先生，我必須走了。和您談話真令人愉快。

　2. Good bye ,sir/madam. 請(qǐng)?jiān)�諒我�?/p>

�。ň牛┤艨腿丝蜌獾嘏c你說聲“有個(gè)愉快的周末”等祝賀語的時(shí)候； 1. Thank you .You too,sir/madam. 謝謝您。您也一樣，先生/小姐。

　2.Thank you.And you,sir/madam. 謝謝您。您也是，先生/小姐。

　3.Thank you.The same to you,sir/madam. 謝謝您。您也一樣，先生/小姐。

�。ㄊ�）要打斷客人的談話時(shí)，應(yīng)說：

　1. Excuse me for interrupting. 對(duì)不起，打擾了。

　2．May I take up a few minutes of your time? 我能占用你們一會(huì)兒時(shí)間嗎？ 3.May I speak to you for a moment,sir/madam. 我能與您談會(huì)兒?jiǎn)幔�先�?小姐。

�。ㄊ�一）當(dāng)客人催促時(shí)：

　Sorry to keep you waiting,I’ll see to it right away. 抱歉，讓您久等了，我馬上查看。

�。ㄊ�二）向客人展示單據(jù)等物時(shí)：

　Here is your…Sir/madam. 這是您的…，先生/小姐。

　（十三）接受投訴或批評(píng)時(shí)：

　1.Thank you for telling us,sir/madam.I assure you it won’t happen again. 謝謝您告訴我們這些，先生/小姐。我保證今后再也不會(huì)發(fā)生這種事情了。

　2. I’ll speak to our manager about it ,please accept our aplolgies. 我會(huì)報(bào)告我的經(jīng)理，請(qǐng)接受我們的道歉。

�。ㄊ�四）處理錯(cuò)誤或過失時(shí)； 1. I’m rettibly sorry.There could have been some mistake.I do apologize. 非常抱歉，一定出錯(cuò)了，實(shí)在對(duì)不起。

　2. I’m sorry,sir/madam.I’ll look into the matter at once. 對(duì)不起，先生/小姐。我馬上查核這件事。

�。ㄊ�五）當(dāng)你聽不懂時(shí)：

　1. I’m sorry I don’t understand.I’ll get you the

　manager. 對(duì)不起，我不明白，我去叫經(jīng)理來。

　2. I’m sorry,I don’t understand.Can you show me? 對(duì)不起，我聽不懂，請(qǐng)問您能給我看嗎？ （十六）請(qǐng)客人作某種事情時(shí)：

　1. Could you(sign here),please? 請(qǐng)問您能（在這兒簽名）嗎？ 2. May I ask you to (return in 5minutes),sir/madam? 我能請(qǐng)您（在五分鐘內(nèi)返回）嗎，先生/小姐？ 3. Could I have your name,sir/madam? 能告訴我您的名字嗎，先生/小姐？ （十七）聽到對(duì)客人不利的事時(shí)：

　I’m sorry to hear that.I hope you will be better soon. 真抱歉聽到這個(gè)消息，希望您很快就會(huì)好起來。

�。ㄊ�八）當(dāng)你知道客人一個(gè)好消息時(shí)：

　I’m glad to hear that. 很高興聽到這個(gè)消息。

�。ㄊ�九）當(dāng)客人因?yàn)樽约簞?dòng)作慢、手腳不靈或殘疾而感到困窘時(shí)：

　1. Please take your time,sir.There’s no hurry. 請(qǐng)慢慢來，先生。不用忙。

　2.Don’t worry,madam.well see to it. 不必?fù)?dān)心，夫人。我們會(huì)料理的。

　3.Don’t worry,sir.Well clean it up. 不必?fù)?dān)心，先生。我們會(huì)把它收拾干凈的。

�。ǘ�十）當(dāng)客情忙，你不能同時(shí)招呼兩位客人時(shí)； I’ll be with you in a moment, sir/madam. 我一會(huì)兒就為您服務(wù)，先生/小姐。

�。ǘ�十一）當(dāng)人手短缺而外賓需要服務(wù)時(shí)：

　1. I’ll be with you in moment, sir. 我一會(huì)兒就來招呼您，先生。

　2. I’ll sorry. I must take each guest by turn, sir. 很抱歉，我必須按先后次序?yàn)轭櫩头��?wù)，先生。

　3. I’ll be with you as soon as possible. 我將盡快來為您服務(wù)。

　十三、酒店部門名稱 Names of the hotel sections Department

　部門 Executive Office

　行政辦 Engineering Dept.

　 工程部 Human Resources Dept.

　人力資源部 Accounting Dept.

　財(cái)務(wù)部 Food

　Beverage Dept

　餐飲部 Security Dept.

　 安全部 Sales Marketing Dept

　市場(chǎng)部

　Front Office Dept.

　 前廳部 Recreation Dept.

　康樂部 Public Relations Dept.

　公關(guān)部 Housekeeping Dept

　管家部 Reservation

　預(yù)訂處 Business Center

　商務(wù)中心 Reception

　 接待處 Information

　問詢處 Cashier’s

　收銀處 Chinese Restaurant

　中餐廳 Western Restaurant

　西餐廳 Lobby Bar

　 大堂吧 Beauty salon

　 美容中心 Night Club

　 夜總會(huì) Swimming Pool

　 游泳池 Sauna

　 桑拿 Shopping Mall

　購物中心 Clinic

　 醫(yī)務(wù)室 Multifunction Hall

　 多功能廳 Chatting Bar

　聊天吧 Reflexology Service Center

　足浴中心 Table Tennis Room

　 乒乓球室

　Billiards Room

　桌球室 Fitness Center

　 健身中心 Tennis Court

　網(wǎng)球場(chǎng) Rose Garden

　玫瑰花園 Chess and Cards Room

　棋牌室 Grand Pastry

　名都餅屋 Long bar

　 廊吧 Four Seasons Chamber

　四季軒 Cookfun Town

　 國風(fēng)堂 Yigar Bar

　 頤年雪茄吧 New Century Hall

　開元廳 Grand Dynasty Hall

　 競(jìng)潮廳 Montalcino Grill

　夢(mèng)迪西諾扒房 Position

　 職位 General Manager

　 總經(jīng)理 Resident Manager

　駐店經(jīng)理 Director

　總監(jiān) Manager

　經(jīng)理 Assistant Manager

　 大堂副理 Supervisor

　主管 Captain

　領(lǐng)班 Cashier

　收銀員

　Room Attendant

　客房服務(wù)員 Clerk

　 職員 Waitress

　 餐廳女服務(wù)員 Waiter

　 餐廳男服務(wù)員 Operator

　 話務(wù)員 Bellboy

　行李員 Driver

　司機(jī) Receptionist

　接待員 Secretary

　秘書 Repairman

　 維修員 十四、節(jié)日和慶祝日 Festival and Celebration Spring Festival

　春節(jié) Lantern Festival

　 元宵節(jié) New Year’s Day

　 元旦 Christmas Day

　圣誕節(jié) Thanksgiving

　感恩節(jié) Valentine’s Day

　情人節(jié) Easter

　復(fù)活節(jié) Mid-Autumn Day

　 中秋節(jié) Birthday

　 生日 Anniversary

　周年紀(jì)念日

　International Labor Day

　 國際勞動(dòng)節(jié) International Children’s day

　國際兒童節(jié) Westlake Exposition

　西博會(huì) Qiantang Tidal Bore Festival

　錢塘觀潮節(jié) 十五、旅游景點(diǎn) Scenic spots West Lake

　西湖 Linying Temple

　靈隱寺 Yue’s Tomb

　岳廟 Future world

　 未來世界 Song Dynasty Town

　宋城 Yellow Dragon Cave

　 黃龍洞 Taizi Bend

　太子灣公園 Xiling Seal-Engravers’Society

　 西泠印社 Hangzhou Recreational Park

　 杭州樂園 Oriental Culture Park

　東方文化園 Households in the Hills

　山里人家 Kuahu Bridge Cultural Site

　跨湖橋文化遺址 Renmin Square

　人民廣場(chǎng) Liangzhu Culture Museum

　 良渚文化博物館 Spring Dawn ath Su Causeway

　 蘇堤春曉 Bamboo-Lined Path at Yunqi

　 云棲竹徑 Breeze-ruffled Lotus at Quyuan Garden

　曲苑同荷

　Sweet Osmanthus Rainat Manjuelong Village

　 滿隴桂雨 Autumn Moon over the Clam Lake

　平湖秋月 Dreaming of Tiger Springat Hupao Valley

　 虎跑夢(mèng)泉 Malting Snow at Broken Bridge

　斷橋殘雪 Inquiring About Tea at Dragon Well

　 龍井問茶 Orioles Singing in the Willows

　柳浪聞鶯 Nine Greeks Meandering Through a Misty Forest 九溪煙樹 Viewing Fish at Flower Harbor

　 花港觀魚 Heavenly Wind over Wu Hill

　吳山天風(fēng) Leifeng Pagoda in Evening Glow

　 雷峰夕照 Ruan Gong Islet Submerged in Greenery

　阮墩環(huán)碧 Twin Peaks Piercing the Cloud

　雙峰插云 Yellow Dragon Cave Dressed in Green

　黃龍吐翠 Evening Bell Ringing at Nan ping Hill

　南屏晚鐘 Clouds Scurrying over Jade Emperor Hill

　玉皇飛云 Three Pools Mirroring the Moon

　 三潭印月 Precious Stone Hill

　 寶石流霞 前廳服務(wù) Front Office Service 一、關(guān)鍵詞語 Key words Lobby

　 大堂 Emergency exit

　 緊急出口

　Safety boxes

　 保險(xiǎn)箱 Presidential suite

　總統(tǒng)套房 Single room

　單人間 Standard room

　標(biāo)準(zhǔn)間 Check-in

　登記入住 Check-out

　 退房 Registration form

　 登記卡 Room charge

　房?jī)r(jià) Service charge

　 服務(wù)費(fèi) Discount

　折扣 Identification

　身份證 Operator

　總機(jī) Elevator

　電梯 Deposit

　 定金 Passport

　 護(hù)照 Tariff

　 房?jī)r(jià)表 Baggage/luggage

　 行李 Face south

　 朝南 Trolley cart

　行李車 Special rate

　 優(yōu)惠價(jià) Arrival time

　 到達(dá)時(shí)間 Department time

　 離開時(shí)間

　Flight number

　 航班號(hào) Message

　留言 Envelope

　信封 Receipt

　 收據(jù) Cheque

　支票 Breakfast voucher

　 早餐券 Credit card

　 信用卡 Morning call

　 叫醒服務(wù) 二、基本句型 Basic Sentences 1. Do you have a reservation?/ Have you a reservation? 您預(yù)訂過嗎？ 2. How long will you be staying ? 您將要住多久？ 3. May I know your name and room number? 您能告訴我您的名字與房間號(hào)碼嗎？ 4. Here is your key card, please keep it until you check out. 這是您的鑰匙卡，住店期間請(qǐng)包管好。

　5. Thank you for calling. We look forward to serving you. Goodbye. 謝謝您打電話來，我們期待為您服務(wù)，再見。

　6. To whom should we send the bill? 我們應(yīng)該把帳單寄給誰？

　7. We are fully booked for all types of rooms on that night. 那天晚上各種類型的房間都預(yù)約額滿了。

　8. We hope we’ll have another opportunity of serving you. 我們希望另有機(jī)會(huì)為您效勞。

　9. Could you show me your passport, please? 能出示一下您的護(hù)照嗎？ 10. Don’t worry sir. I’ll call our Assistant Manager to help you now. 別著急，先生。我傳呼大堂副理來幫您。

　11. Our bellboy will your bags and show you the room.

　我們的行李員會(huì)幫您拿行李，并領(lǐng)您去房間。

　12. I’m afraid it’s against the hotel’s regulations. 很抱歉，這違反酒店的規(guī)章制度。

　13. We’ll have to charge you 50 percent of the room rate extra, if you can’t check out before 12:00a.m 中午 12：00 前未離店的客人需加收 50%的房費(fèi)。

　14. Is there anything valuable or breakable in your bag? 您包里有貴重或易碎物品嗎？ 15. You can get your money changed at the Cashier’s Desk. 您可以去收銀處兌換錢。

　16. I’m sorry, sir. There has been a mistake. Please wait a moment while I correct the bill. 對(duì)不起，先生，這里有些錯(cuò)，請(qǐng)您稍候，讓我更正一下。

　17. It takes about 30 minutes by taxi to the Xiaoshan Airport. The charge is 100 Yuan. 到蕭山機(jī)場(chǎng)大約需要 30 分鐘，費(fèi)用是 100 元。

　18．Please give the slip to the taxi driver and he’ll take you there. 請(qǐng)把這張字條交給出租車司機(jī)，他會(huì)送您到那里的。

　19.Here is a brochure explaining hotel services. 這兒用說明酒店的服務(wù)手冊(cè)。

　20.There are safety deposit boxes at the Front Desk. 總臺(tái)有存放貴物品的保險(xiǎn)箱。

　21.As a hotel policy, we require one day’s room charge as deposit for guests without reservation. 根據(jù)酒店規(guī)定，對(duì)于沒有預(yù)訂的客人，我們要收一天的費(fèi)用作為押金。

　22.Do you need a map or hotel card? 請(qǐng)問您要地圖或是酒店名片嗎？ 23.Sir,you may keep the room until six O’clock in the afternoon, but I’m afraid I have to charge you a half day’s room charge according to the hotel policy.

　先生，您可將房間保留至下午 6 時(shí)，但根據(jù)賓館規(guī)定，恐怕我們要收半天房租。

　24.Sorry,we have no domestic collect call service. You have to pay for the call yourself. 對(duì)不起，國內(nèi)電話是沒有對(duì)方付費(fèi)的，您得自己付款。

　25.For outside calls, please press 9 first and when you hear the dialing tone, press the number you want. 打外線請(qǐng)先按 9，聽到聲響后再按您的要的號(hào)碼。

　26.You’d better request a morning call. 您最好要求叫醒服務(wù)。

　27.Would you like me to call a taxi for you? 請(qǐng)問需要幫您叫車嗎？ 28.We’ll send your original copy to your room after we have faxed that. 我們發(fā)出傳真后，會(huì)把您的原文送到您房間去的。

　29.Is there anything valuable or breakable in your bag? 您包里有貴重或易碎物品嗎？ 30.Please pay at the Cashier’s Desk over there. 請(qǐng)去那邊帳臺(tái)付款。

　三、情景對(duì)話 Conversation A. Room reservation

　 Reservationist; New Century Grand Hotel, Reservation

　Desk. Can I help you? Guest: I an calling from Paris. I’d like to reserve a room in your hotel. R: What kind or room would you like, sir . We have single rooms, double rooms, suites etc, G:A suite, please! R: Which date would that be ? G: From October 15 th ,and for three nights R: Ok, sir. Could you hold the line, please? I’ll check our room availability for those days.…Thank you for waiting, sir .your room is confirmed. Would you like breakfast? G: Yes, of course. R: Can you give me your name please, sir. G: George Brown R: Mr. Brown. May I have your phone number please? G: Yes ,the number is 0031-321-2345 R: What time do you expert to arrive. Mr. Brown? G: Oh, around 6 p.m. I Suppose R :Mr., Brown. I’d like to confirm your reservation. A suite room for three nights from October 15th

　to 17th,the phone number 00331-321-2345.Am I right? G: Yes ,thank you

　R: You are welcome. We look forward to serving you. B. Registration Clerk: Good afternoon. Welcome to the New Century Grand Hotel .May I help you ,sir? Guest: Yes, I’d like to check-in, please. C: Certainly ,sir. May I have your name ,please? G: Yes , it’s George Brown. C: Do you have a reservation with us, Mr. Brown? G: Yes. C: Just a moment , please. I’ll check our reservation record…thank you for waiting, Mr. .Brown. Your reservation is for a suite for three nights . Could you fill out the registrations card , please? G: Ok, Thank you. C: How would you like to make payment, Mr. .Brown? G: By credit card. C: May I take a print of the card ,please? Thank you ,Mr. . Brown. Your room is 3706 on the 37 floor . Just a

　moment please. A bellboy will show you to your room . I hope you will enjoy your stay. C. Depositing bags Guest: I’d like to leave these with you.

　Bellman: Certainly, sir. How many pieces? G: Five in all. B :Is there anything valuable or breakable in your bags? G: No, B: Thank you. G: When dose the cloakroom close? B: The cloakroom is open until 9p.m. Here are the name tags. G: Thank you , goodbye. B: Goodbye, D. Business Center Clerk : Good morning . Business Center , May I help you? Guest : Good morning . This is Henry Bellow calling from Room 3904.Would you mind giving me some information on your services? C: Certainly , Mr. ,Bellow. We have a lot of facilities to offer secretary service for our business guest, G: I have some documents to be typed at the moment and I hope they will be ready before 3:00p.m.today. C: How many pages are they in all? G: It will be about 20 pages. C: Well, it’s rather a tough job , but we’ll try our best ,Mr.

　Bellow. G: Good ,I’d really appreciate it if it could be arranged, A,預(yù)訂客房 預(yù)訂員：您好！開元名都大酒店，預(yù)訂處，我能為您服務(wù)嗎？ 客人：我從巴黎打電話過來，想在你們酒店訂一個(gè)房間。

　員：

　先生，請(qǐng)問您想要什么樣的房間呢？我們這里有單人間、雙人間、套間等等。

　客：一個(gè)套間。

　員：請(qǐng)問您哪天要這個(gè)房間？ 客：從 10 月 15 日開始，一共 3 天。

　員：好的，先生。請(qǐng)稍等，為您查一下那幾天的預(yù)訂情況，謝謝，讓您久等了。您的房間已經(jīng)定好了，您需要早餐嗎？ 客：當(dāng)然。

　員：請(qǐng)告訴我您的姓名，好嗎？ 客：?jiǎn)讨?middot;布朗。

　員：布朗先生，請(qǐng)留下您的電話號(hào)碼，好嗎？ 客：好的，是 00331-321-2345 員：布朗先生，我確認(rèn)一下您的預(yù)訂。您定了一個(gè)套間，從 10月 15 日至 17 日，共三晚，您的電話號(hào)碼是 00331-321-2345。對(duì)嗎？ 客：是的，謝謝。

　員：別客氣。我們期待為您服務(wù)。

　B，登記入住 職員：下午好，歡迎光臨開元名都大酒店。我能為您服務(wù)嗎？先生？ 客人：是的，我想辦理入住登記手續(xù)。

　員：當(dāng)然可以，先生，請(qǐng)問您的姓名？ 客：?jiǎn)讨?middot;布朗。

　員：請(qǐng)問您預(yù)訂了嗎？布朗先生？ 客：是的。

　員：請(qǐng)稍等，我查一下預(yù)訂單……謝謝您的等待，布朗先生。您預(yù)訂的是一個(gè)套間，共 3 個(gè)晚上，請(qǐng)?zhí)钜幌碌怯泦�，好嗎�?客：好的，謝謝。

　員：請(qǐng)問您將以何種方式付款。

　客：用信用卡。

　員：讓我復(fù)印一下您的信用卡，好嗎？謝謝您，布朗先生，您的房間在 37 層，房號(hào)是 3706。請(qǐng)稍等一下，行李員會(huì)帶您去您的房間的。希望您住得愉快。

　C 寄存行李 客人：我想把這些東西存放在您這兒。

　行李員：當(dāng)然可以先生，請(qǐng)問有幾件？ 客：一共有五件。

　員：在您的行李中有沒有貴重或易碎物品呢？ 客：沒有。

　員：謝謝。

　客：你們這兒什么時(shí)間關(guān)門？ 員：我們這個(gè)行李寄存處營業(yè)到晚上 9 點(diǎn)。給您行李牌。

　客：謝謝，再見， 員：再見。

　D 商務(wù)中心 職員：早上好，商務(wù)中心。我能為您服務(wù)嗎？ 客人：早上好，我是 3904 房的哈瑞·比朗，我能問一下服務(wù)情況嗎？ 員：當(dāng)然可以，比朗先生。我們有很多設(shè)施為商務(wù)客人提供秘書服務(wù)。

　客：我現(xiàn)在有些文件想打印，希望在今天 3 點(diǎn)之前能完成。

　員：共有幾頁？ 客：大約 20 頁。

　員：有些困難，但我們會(huì)盡力的，比朗先生。

　客：好的，我希望完成。

　客房服務(wù) Housekeeping Service 一、關(guān)鍵詞語 Key words

　bed

　 床 basin

　 洗臉盆 single bed

　 單人床

　bath-tub

　浴缸 double-size bed

　雙人床 shower cap

　浴帽 extra bed

　加床 shampoo

　洗發(fā)水 sheet

　 床單 conditioner

　護(hù)發(fā)素 blanket

　 毛毯 comb

　 梳子 quilt

　 棉被 tooth-paste

　牙膏 bed spread

　床罩 tooth-brush

　 牙刷 pillow

　 枕頭 soap

　肥皂 pillow-case

　枕頭套 bedside

　肥皂碟 bedside

　床頭柜 cotton tips

　棉簽 wardrobe closet

　水龍頭 switch

　 開關(guān) shower curtain

　 浴簾

　lampshade

　燈罩 towel rail

　 毛巾架 bulb holder

　燈頭 bathrobe

　浴衣 lampshade

　 燈罩 towel rail

　毛巾架 bulb holder

　 燈頭 bathrobe

　 浴衣 bulb

　 燈泡 tank

　 水箱 socket

　 插座 shower head

　噴頭 hair dryer

　電吹頭 telephone

　電話 shaver

　 剃須刀 telephone directory

　電話目錄 electric razor

　 電動(dòng)剃須刀 slippers

　 拖鞋

　 glass

　 水杯 ball-pen

　 圓珠筆 ashtray

　煙灰缸 aerogram

　航空郵件

　match

　 火柴 questionnaire

　 意見書 tea table

　 茶幾 post card

　明信片 curtain

　窗簾

　brochure

　酒店簡(jiǎn)介 blackout drape

　遮光窗簾 hotel card

　酒店名片

　 cloth brush

　 衣刷 desk

　寫字臺(tái)

　 shoe-horn

　鞋拔 stationery folder

　 文件夾 mirror

　 鏡子 letter paper

　 信紙 clothes hanger

　衣架 air mail envelope

　航空信封 carpet

　 地毯 service directory

　 服務(wù)指南 rubbish bin

　 垃圾桶

　 sewing kit

　 針線包

　 toilet

　 恭桶 bath foam

　 淋浴液

　body lotion

　 潤(rùn)膚露 quality executive

　行政樓層

　bathroom

　浴室 deluxe suit

　 豪華套房

　refrigerator

　 冰箱 double room

　雙人房

　chair

　椅子 twin room

　雙床房 sofa

　 沙發(fā)

　stepping pad

　墊腳凳 bed light

　 床頭燈

　safety box

　保險(xiǎn)箱

　telephone

　 電話機(jī)

　painting

　 壁畫

　shoe brush

　 鞋刷

　 bath wat towel

　地巾

　 bath towel

　浴巾

　towel

　毛巾 hand towel

　方巾

　 alarm clock

　鬧鐘 TV remote control

　遙控器

　Table lamp

　臺(tái)燈

　Floor lamp

　落地?zé)?/p>

　Scissors

　剪刀

　 Toilet paper

　 衛(wèi)生紙

　 Tissue

　面巾紙

　 二、基本句型 Basic Sentences 1、welcome to 19th follr

　 歡迎光臨 19 樓。

　2、Housekeeping, may I come in? 客房服務(wù)員，我可以進(jìn)來嗎？

　 3、When would you like me to clean your room, sir?

　您要我什么時(shí)間來為您整理房間，先生？ 4、May I clean your room now?

　我現(xiàn)在可以為您整理房間嗎？ 5、Leave you laundry in the laundry bag. 請(qǐng)把要洗的東西放在洗衣袋中。

　6、The Laundry bag and laundry list are in the wardrobe. 7.We will deliver it within 4 hours at a 50% extra charge. 加收 50%的費(fèi)用，我們?cè)?4 小時(shí)內(nèi)洗好送還。

　8.Would you like express service or normal service? 您要快洗服務(wù)還是普洗服務(wù)？ 9.You’d better check you laundry. 您最好查看一下洗好的衣服。

　10. May I know your name and room number?

　您能告訴我您的名字和房號(hào)嗎？ 11. Here we are ,room 3605. 3605 號(hào)房間到了。

　12. I’ll send for an electrician(doctor…)for you. 我給你請(qǐng)電工（大夫…）

　13.A repairman will come and check it right away. 修理工馬上會(huì)來檢查。

　14.I’ll show you the awy myself.

　我親自帶您。

　 15.I am sorry,but we don’t have the special equipment necessary.

　抱歉，我們沒有所需的特別設(shè)備。

　 16.I am afraid guests are not allowed to use iron or electric heaters in their rooms.

　 客人恐怕不準(zhǔn)在房間里使用熨斗或電器。

　17.Our hotel has very good room service.

　 我們酒店的送餐服務(wù)非常優(yōu)良。

　18. If you don’t want to be disturbed,you’d better press the “Don’t Disturb” key on the bedside controls. 如果您不想被打擾，您最好按床邊的“請(qǐng)勿打擾”鍵。

　19. There are several kinds of drinks in the mini-bar.Please help yourself to them.The cost of the drinks you’ve had

　will be added to your account. 冰箱里有飲料，請(qǐng)隨便用，用后統(tǒng)一結(jié)帳。

　20. I’m afraid you have to pay for it according to the hotel policy. 根據(jù)酒店規(guī)定，恐怕您得賠償。

　三、情景對(duì)話 Conversation A.Asking to clean the room

　Attendant:(Knocking at the door or prssing the door bell three times) House-keeping .May I come in? Guest:Come in,please. A:Good afternoon,sir.I am sorry to disturb you.May I clean the room now? G:Yes,please. A:Thanks a lot. B.Turn-down service Attendant:Turn-down service.May I come in? A: Good evening.Mr Mrs White.How are you this evening? Guest:Fine,thank you,and you? A:I’m fine,too.Thank you,. G:We are waiting for our friends now.We will go to have dinner together.Could you come later? A:All right,madam.I’ll come later.Anything else I can do for

　you ,madam? G:Yes.How about tidying up a bit in the bathroom.I’ve just showered and it’s quite a mess. A;Yes,madam.I’ll place some clean towels there as well. C.Introducing hotel service Attendant:May I come in? I’m a room attendant. Guest:Come in,please. A;Good evening,sir and madam.Sorry to have kept you waiting.Where can I put your luggage? G:Just here.Thank you.This is for you. A:No,thanks.We don’t accept tips in our hotel.. Thank you all the same.Is there anything else I can do for you,madam. G:We want to have our breakfast in our room tomorrow.When should we order that? A:This is your door knob menu. Just check the items you would like for breakfast. Mark down the time,hang it outside your door before you go to bed tonight. Our hotel has very good room service. G:I hope we can get up on time. A:Don’t worry,madam.We have morning call service.You may tell the operator your room number and your time.

　G: Thank you for your help. A: If you don’t want to be disturbed,just place this “please do not disturb”sign outside your door.Anythig else? G: Yes.I want to send a fax to my friend. A:There is a business center in the lobby.You may send the fax there. G:That’s very kind of you. A: Good night. G：Good night. D．Facility problems Attendant：Housekeeping．May I come in? Ｇuest：Sure．Come in. A: Did you call for service，madam? Ｇ:Yes，the television isn’t working. Ａ：I’m very sorry，madam．A repairman will come and check it immediately. G：Oh，and another thing．The People next door are very noisy. A：I’m very sorry about the noise，madam．W...

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