JW萬豪前廳部英語培訓(xùn)

CHAPTER 2 F/O English 前前 廳廳 部部 英英 語語 1 1 twin room 雙床房king room大床房 suite套房credit card信用卡 reservation預(yù)訂available可用的 cancel取消 extra bed 加床 2 2 GRO: Good morning, Reception. This is Tracy speaking. How may I help you? Guest: Yes, Id like to reserve a room, please. GRO: Thank you. May I have your name, sir? Guest: Yes, Its David Brown. GRO: Mr. Brown. Could I have your arrival and departure dates, please? Guest: From Sep. 12 to 15, totally 3 nights. GRO: May I know the reservation is for how many persons? Guest: My wife, my son and myself. GRO: How old is your son? Guest: 9 years old. GRO: Do you need an extra bed for him? Guest: Sure. GRO: Which kind of room would you perfer, king-bed or twin-bed room? Guest: Kind-bed room with sea view. GRO: Let me check our room availability for those days Thank you for waiting. We have deluxe sea view room at 1500RMB Guest: We will take this one. GRO: Thats great. May I know your preferred payment for your booking? Guest: By my Credit Card. GRO: Yes. Your reservation is confirmed and the confirmation number is *. Checking-in on Sep.12 and check out on Sep.15. one deluxe sea view room with king-bed, the room rate is 1500RMB for one night. Booking is garanteed with credit card. Should you wish to change the booking, please call us 72 hours prior to arrival. Less than 72 hours cancellation charge will be incurred. Guest: Thats correct. GRO: Do you mind leaving your telephone number? Guest:GRO: Is there anything else I can do for you? Guest: No. Thank you. TALKING TO THE GUEST 與 客 人 交 談 RESERVATION 預(yù)預(yù) 訂訂 VOCABULARY 詞 匯 confirmation number 確認(rèn)號 extend stay 延房 第 2 頁 FO English.xls 1 1 first name 名 passport 護照registration form登記表 cash 現(xiàn)金visa簽證 rack rate 門市價deposit預(yù)付 group rate 團隊價格key card鑰匙卡 complementary 免費的 currency exchange 貨幣兌換 non-smoking 禁止吸煙 walk in guest 無預(yù)定客人 block 定下（某房間） late check-out 延遲退房 early arrival 提前入住 full house 全滿 flight number 航班號 connected room 連通房 airport pick up service 機場接機服務(wù) free transportation 免費運輸 duration of stay 入住天數(shù) 您有預(yù)定嗎？ May I have your name, please? Could you please fill in this registration form?我能知道您姓名嗎？ How do you spell your last name, please? 請問您的姓是怎樣拼寫的？ Could you please fill in this registration form? 請您填一下這個登記表好嗎？ How would you like to pay your deposit, by credit card or cash? 您打算怎樣付押金， 信用卡不是現(xiàn)金？ How would you like to pay, by cash or by credit card? 請問您打算如何付費？用現(xiàn)金還是用信用卡？ Can I make an imprint of your credit card? 我可以刷一下您的信用卡嗎？ May I have your passport, please? 我能看一下您的護照嗎？ This is your room key card. 這是您的房卡。 The bell boy will show you to your room. 行李員會帶您去房間。 I wish you a pleasant stay with us. 希望您住得愉快。 4 4 辦辦 理理 入入 住住 手手 續(xù)續(xù) VOCABULARY 詞 匯 Do you have a reservation? last name /surname 姓 estimate arrival time 預(yù)計抵達(dá)時間 PHRASES ON THE JOB 工 作 中 的 常 用 語 CHECK-IN GSA: Its my pleasure. We are looking forward to seeing you in JW Marriott Shanghai. 第 3 頁 FO English.xls May I ask your estimate arrival time? 請問您大約什么時候到？ Would you like a smoking or non-smoking room? 你需要吸煙房還是非吸煙房？ The flight will touch down at 5:00pm and the Guest will arrive at our Resort at 05:45pm or so. 航班大約下午5點抵達(dá)，客人大約下午5：45入住。 Room 1801 has been blocked due to the VIP arrival. 因為VIP客人要到， 所以1801房間給封上了。 Im sorry, sir. We dont have any king-bed room available. May I recommend our suite to you? 對不起，先生，大床房間已經(jīng)沒有了，我可以向您推薦套房嗎？ We will provide you with either free late check-out or free airport pick up service. 我們可以提供免費延遲退房或者接機服務(wù)。 The room rate includes two complementary breakfast. 房價包括兩份免費早餐。 1 1 air conditioner 空調(diào)mobile phone charger 手機充電器 lost & found 失物招領(lǐng)處Fitness Certer 健身中心 adapter 轉(zhuǎn)換插座repeat guest 回頭客 occupied/clean 已住人/干凈房long-staying guest 常住客 travel agency 旅行社over booking 超額預(yù)定 Internet Access 英特網(wǎng)接口no show 已確認(rèn)但未入住客人 2 2 Let me have a check whether we can extend your staying. 讓我查一下能否給您延房。 Im sorry, sir. We can not extend your stay, as we have got over booking today. 對不起，先生，我們不能給您延房，因為今天已經(jīng)超額預(yù)定了。 We can extend your staying, but Im afraind you have to change to another room. 我們可以為您延房，但是恐怕您要換到另一間房。 Let me check with Lost&Found Office immediately and call you back. 讓我去失物招領(lǐng)處查一下然后給您回電話。 The Fitness Center and swimming pool are free of charge for in-house Guests. 健身中心和游泳池對住店客人免費開放。 We can up-grade you to the suite if you like. 如果您愿意我們可以幫您升級到套房。 Yes. Mr. Smith, we have mobile phone charger for borrow. I will ask our Associate to send it to your room immdiately 是的，史密斯先生，我們有手機充電器出租，我馬上讓人給您送過去。 客客 人人 的的 問問 詢詢 GUESTS INQUIRIES CHECK OUT VOCABULARY 詞 匯 PHRASES ON THE JOB 工 作 中 的 常 用 語工 作 中 的 常 用 語 第 4 頁 FO English.xls 1 1 night audit 夜審group member 團隊成員 deposit 押金group leader 領(lǐng)隊 rush room 需要清掃的房間mileage 里數(shù)/積分 petty cash 備用金time difference/jet lag 時差 welcome card/letter/drink 歡迎卡/信/飲料 expected departure list預(yù)計離店客人名單 authorization code授權(quán)號碼 Guest history record客史記錄 Guest ledger客人分類帳 advance deposit guarantee預(yù)計押金擔(dān)保 reception logbook接待處記事簿 cancellation number取消預(yù)訂號碼 average rate 平均房價 2 2 Id like to check out, please. May I have your room number? 我要結(jié)帳。 請問您房間號是多少？ Did you use anything from the minibar? Here is your bill. 您是否用過房間里的小酒吧？這是您的帳單。 Could you please sign your bill and credit card slip?Ill get your bill. 請您簽一下帳單和信用卡單據(jù)好嗎？我馬上為您打帳單 Would you please check if there is any mistake?We accept all major credit cards. 為了避免錯誤請您查一下好嗎？我們接受所有重要的信用卡。 Thank you for staying with us。This is the total amount 感謝您入住。這是總數(shù)。 We hope to see you soon. 希望能很快見到您。 3 3 Mrs. Jackson: Good morning. Id like to check out please. GSA: Good morning, Madam. May I have your room number, please. Mrs. Jackson: My room number is 2706. GSA: Yes, Mrs. Jackson. I see in your file that you are not an Marriott Rewads member? Mrs. Jackson: Thats correct.Im not. Mrs. Jackson: Yes, I have. But I am not a frequent traveller and normally I do not stay in GSA: May I ask why? Mrs. Jackson: Well, normally I stay in cheaper hotels. GSA: I see. Did you use anything from the minibar last night. Mrs. Jackson: Yes,I did. I took a bottle of beer. GSA: All right. One bottle of beer. Here is your bill. This is the total amount. Would you please check if there is any mistake? Mrs. Jackson: No, no mistake. GSA: Have you considered becoming an Marriott Rewards member? Marriott Hotels. 辦辦 理理 離離 店店 手手 續(xù)續(xù) PHRASES ON THE JOB 工 作 中 的 常 用 語 TALKING TO THE GUEST 與 客 人 交 談 VOCABULARY 詞 匯 第 5 頁 FO English.xls GSA: Then could you please sign your bill and your credit card imprint? (Mrs. Jackson signs)All right. Thank you very much. (The GSA puts the bill in the envelop and gives to the Guest). Here you are, Mrs. Jackson . Thank you for staying with us and we hope to see you soon. 1 1 I have a problem. 我遇到了一個問題。 What kind of trouble? 什么問題呢？ When did this happen? 什么時候發(fā)生的？ Did you inform somebody else when that happened? 當(dāng)時您通知了其他人嗎？ What is the problem with your room? 您的房間有什么問題？ Im sorry for what happened to you. 對所發(fā)生的一切，我們非常遺憾。 Im sorry for the inconvenience. 給您帶來的不便，我非常抱歉。 Would you mind moving to another room? 您介意搬到另一間房嗎？ To express our sincere apology, we can up-grade your room to suite. 為了向您表示歉意，我們可以給您升級到套房。 We can offer you either late check-out till 6:00pm or free drop off, which one do you prefer? 我們可以給您延遲退房到下午六點或免費的送機，您要哪一個？ 2 2 Mr. Robbins: Hello. My name is Robbins and Im living in room 1426. GSM: Good afternoon, Mr Robbins, what can I do for you? Mr. Robbins: I have a problem. I havent slept for the last three nights.My upstairs neigbours caused me a lot of trouble. GSM: Oh,What kind of trouble? Noise? Mr. Robbins: Yes, indeed. I dont know what they are doing but they keep me awake all night. It sounds that they are doing their own laundry. Its booming in the bathroom all the time. GSM: How long have they bothered you, three nights? Mr. Robbins: Yes, three nights. I do not mind if it happens at the weekend, but during the week I really need my night rest. GSM: Of course. I understand. This problem must be solved. When will you check out? Mr. Robbins: In two weeks. GSM: Would you mind moving to another room? 客客 人人 投投 訴訴 PHRASES ON THE JOB 工 作 中 的 常 用 語 TALKING TO THE GUEST 與 客 人 交 談 第 6 頁 FO English.xls Mr. Robbins: Oh, no. Ill do everything to have a good night rest. GSM: Ill see which room is available. Would you like to stay on the same floor. Mr. Robbins: If thats possible, please. GSM: You can move to room 1432. It is on the same floor, a few rooms closer to the elevator. Here is your new key card. Please return the old one to the front desk. I ll ask a bell boy to help you with your luggage. Mr. Robbins: Thank you very much for your help, and Ill return the key to the front desk. GSA: Its my pleasure. 1 1 facsimile (fax) 傳真photocopy 復(fù)印 meeting room rental 會議室出租secretaria service 秘書服務(wù) translation 筆譯interpretation 口譯 film developing 膠卷沖洗lamination 過塑 print 打印type 打字 price 價格scan 掃描 laptop 筆記本電腦LCD 液晶投影儀 overhead projector 投影儀digital camera 數(shù)碼照相機 slide projector 幻燈機rent 出租 access to website 上網(wǎng)courier service 快件服務(wù) wireless LAN card 無線網(wǎng)卡airmail 航空郵件 2 2 May I send a fax here? 我可以發(fā)一份傳真嗎? Where do you want to send your fax to? 您要發(fā)哪里呢? The price for sending a fax is 發(fā)傳真的價格是 You may rent a taplop and LCD from the Business Center. 您可以從商務(wù)中心借一臺筆記本電腦和液晶投影儀. The price for color printing is 21RMB per page. 彩色打印的價格是每頁21元人民幣. You can rent wireless LAN Card at the price of 150RMB for half day or 200 for one day. 您可以租用無線網(wǎng)卡,150元半天,200元一天. PHRASES ON THE JOB 工 作 中 的 常 用 語 商商 務(wù)務(wù) 中中 心心 服服 務(wù)務(wù) VOCABULARY 詞 匯 第 7 頁 FO English.xls The price for IDD is the cost plus 3RMB. 國際長途電話的收費標(biāo)準(zhǔn)是成本加3元人民幣. 3 3 BC : Good morning. How may I help you? Guest: Good morning. Im organising a seminar for my company. Can you introduce your meeting room to me? BC: Yes. Let me show you to the meeting room. (in the meeting room) It can hold 12 people. How many people do you have? Guest: Around 10.What service do you provide in the meeting? BC: We will provide mineral water, paper and pencil. If you need, we can book coffee break for you. Guest: Good. How much is the meeting room rental? BC: 500RMB an hour.When do you want your meeting be held? Guest: Tomorrow afternoon, 03:00pm-05:00pm BC: Its available during this period of time. Guest: By the way, we need LCD, Laser pointer and 3 flip charts. BC: We will prepare them for you by then. May I have your name and room number, please. Guest: Im Wilson in room 2816. BC: Thank you, Ms. Wilson. 1 1 live 居住 visit 訪問 bellman 行李員 flight 航班 2 2 How was your flight? 飛行愉快嗎？ It was nice.Or It was very long. 很好，或者：時間太長了。 Is this your first visit here? 您是第一次來這里嗎？ Yes, this is my first time/visit. Or No, this is my second time/visit here. 是的，我是第一次來這里?；蛘撸翰?，這是第二次來。 I hope you enjoy your stay. 祝您入住愉快。 VOCABULARY 詞 匯 問候和介紹問候和介紹 TALKING TO THE GUEST 與 客 人 交 談 Welcome to JW Marriott Shanghai. 歡迎光臨JW萬豪酒店。 bell service 行李服務(wù) doorman/doorgirl 門童 PHRASES ON THE JOB 工 工 作作 中中 的的 常常 用用 語語 第 8 頁 FO English.xls 1 1 luggage trolley 行李手推車luggage 行李 suitcase 手提箱trunk 箱子 golf bag 高爾夫球袋handgag 手提包 luggage tag 行李簽reception 前臺接待 bag 包handbag手提包 laptop 筆記本電腦 2 2 May I help you with your laggage? 我能幫您提行李嗎？ How many bags do you have, sir? 您一共有幾個包，先生？ You have totally 3 pieces of luggage，am I right? 您一共有3件行李，對嗎？ 我?guī)デ芭_。這邊請。 Your bags will be brought to your room right away. 您的行李會立刻送到房間。 1 1 Id like to book a car. 我想定一輛車。 May I ask where do you want to go? 請問您要去哪里呢？ How many people will go with you? 一共有多少人？ We have 4 seats and 7 seats limousines, 12 seats minibus, which one do you prefer? 我們有4座和7座的小轎車，12座的面包車，您需要哪一種？ The capacity of Buick is 5 seats including the drivers. 別克車包括司機一共有5個座位。 The rate for hiring a limousine is 800 RMB for one day (8 hours). 租一天車的價格是800元人民幣。 For what time? 什么時間用？ Let me check whether the minibus is available during that period of time. 讓我查一下那段時間面包車是不是可以用。 May I know your name and room number? 可以告訴我您的姓名和房號嗎？ 3 3 Let me show you to Reception.This way, please. TALKING TO THE GUEST 與 客 人 交 談 行李服務(wù) 行李服務(wù) PHRASES ON THE JOB 工 作 中 的 常 用 語 VOCABULARY 詞 匯 PHRASES ON THE JOB 工 工 作作 中中 的的 常常 用用 語語 第 9 頁 FO English.xls Guest: Hello, I would like to book a car tomorrow. Bell boy: All right, Sir. For what time? Guest: Lets see. I have to go to airport at 10:00am. Can you tell tell me how long it will take to get there? Bell boy: Normally 1 hour is enough. So you should leave the Resort at nine. Guest: That all right with me. Thank you. Bell boy: Sir, may I confirm your name and room number? Guest: Of course. My name is Lewis and my room number is 2034. 1 1 Can you send somebody up to take my luggage down? 你可不可以叫人把我的行李拿下來嗎？ How many pieces fo luggage do you have, Mr. Wang? 王先生，您一共有幾件行李？ Ill have somebody collect it immediately. 我馬上叫人來拿。 I will be at your room in 10 minutes. 我10分鐘以后來您的房間。 Im here to pick up your luggage. 我來拿您的行李。 We will keep your luggage at the bell service desk. 您的行李存放在行李臺。 2 2 Shift Leader: Good morning, bell service. Mr.Walsh: Good morning.This is Mr. Walsh speaking.Room 1423. Im checking out in 15 minutes. Can you send somebody up to my room to take my luggage down? Shift Leader: Certainly, Mr. walsh. How many pieces of luggage do you have? Mr. Walsh: I have two suitcases and one hand bag. Shift Leader Ill have a bell boy collect it straight away, Mr. Walsh. We will keep your luggage down stairs at the bell service desk. Mr. Walsh: Thank you ! 1 1 deposit the luggage 寄存行李borrow an umbrella 借雨傘 signature 簽名wheel chair 輪椅 signage 指示牌parcel/packet 包裹 PHRASES ON THE JOB 工 作 中 的 常 用 語 其 它 服 務(wù)其 它 服 務(wù) 房 間 收 行 李 房 間 收 行 李 TALKING TO THE GUEST 與 客 人 交 談 Bell boy: Good afternoon, Concierge, Ken speaking. How may I help you? VOCABULARY 詞 匯 第 10 頁 FO English.xls mail 郵件fax 傳真 room bill 房間賬單by meter 用打表器 charger 充電器message 信息 courier 特快郵件postman 郵遞員 flight planner 航班時刻表map 地圖 2 2 You may deposit your luggage at the bell service counter. 您可以把行李存在行李服務(wù)臺。 Luggage deposit service is free of charge for in-house Guests. 行李寄存服務(wù)對住店客人免費。 You may borrow umbrellas from bell service counter. 您可以從行李服務(wù)臺借雨傘。 You have a parcel (message/fax/mail/courier) at the bell service, may I sent it to your room now? 你有一個包裹（留言/傳真/加快郵件）， 我能馬上給您送過去嗎？ It is about 120 RMB from Resort to downtown by taxi. 從酒店到市區(qū)坐出租車大約120元。 May I have your signature here, please? 請在這里簽名。 1 leave a message 留言 no hurry 別急 留言 no hurry 別急 connect 接通 pick up the phone 拿起電話 接通電話 pick up the phone 拿起電話 2 May I have the number, please?Would you like me to call him? 請告訴我號碼好嗎？要我為您打電話找他嗎？ Im sorry,Mr.Billy is not available now.There is no answer./ He is not available now. 對不起，Bill現(xiàn)在不在。沒人接電話。/ 他現(xiàn)在不在。 With pleasure. Ill transfer your telephone immediately. Thank you for calling. 我馬上給您轉(zhuǎn)接, 感謝您的來電。 3 The line is busy(engaged).The line is free. 占線。線通了。 Ill connect you to his office. May I tell him who is calling? 外 線 來 電外 線 來 電 PHRASES ON THE JOB 工 作 中 的 常 用 語 你是您要的上海地圖和航班時刻表。 PHRASES ON THE JOB 工 作 中 的 常 用 語 call back 回電話 right away 馬上 PHRASES ON THE JOB 工 作 中 的 常 用 語 put sb. Through 接通電話 switchboard 電話總機 VOCABULARY 詞 匯 Here are the Shanghai map and flight planner you need. 4 digits 四位數(shù)字 answer a call 接電話 第 11 頁 FO English.xls 我給您接到他的辦公室。可以告訴他誰給他打電話嗎？ May I have your name please?Please go ahead, sir. 請問您是哪位？先生，請講。 Shall I ask him to call you back? 要請他給您回電話嗎？ 4 Guest: Good afternoon. I need to speak to the Sales Manager, please. Operator: May I tell him who is calling? Guest: Yes, I am Mr. Parkinson calling from Australia. Guest: Thank you. Operator: Sorry. Mr. Parkinson. The Sales Managers line is busy.Would you like to wait or leave a message? Guest: OK.(a moment later) Operator: Mr. Parkinson. Thank you for your waiting. The line is free now. Please go ahead. 1inside call 內(nèi)線電話outgoing call 外線電話 hang up 掛斷電話long distance call 長途電話 wake-up service 叫醒服務(wù) 2 Please take you time. 別著急，慢慢來。 Could you tell me the telephone number, please? 請您告訴我電話號碼，好嗎？ Youre through, sir. 先生，您的電話通了。 Its my pleasure to be of service.Have an excellent day! 很樂意為您服務(wù)。祝您愉快！ A Mr. Clark is on the line for you. 有一位Clark先生在線上。 1 Guest: Yes. Im going to Beijing early tomorrow morning.Do you have wake-up service? Operator: Yes. At what time/ What time would you like, Mr. Colins? Guest: 06:15. Operator: Yes, Mr. Colins. May I repeat? Your room No. is 1201. You need a wake-up call at Operator: Good afternoon. JW Marriott Shanghail. This is Kitty , How may I help you? Wake-up Call 叫醒服務(wù)叫醒服務(wù) Operator: At your Service,This is cindy . How may I help you? TALK TO THE GUEST 與 客 人 交 談 PHRASES ON THE JOB 工 作 中 的 常 用 語 TALKING TO THE GUEST 與 客 人 交 談 Operator: Mr. Parkinson, Ill connect you to his office immediately. Thank you for calling. 內(nèi) 線 來 電內(nèi) 線 來 電 第 12 頁 FO English.xls 06:15 tomorrow morning. Is it correct? And would you li