前臺英語培訓(xùn)

1、Part. 2 FRONT OFFICE 客務(wù)英語一、 常用句型 （一）總臺：（Front Desk） 1、請稍等，我查一下是否有空房。Just a moment, please. Let me check if there is a room available.2、我們明天有單人房。 we do have a single room for tomorrow.3、很抱歉，單人房全部預(yù)訂出去了，雙人房可以嗎？Im sorry , but were fully booked for single rooms. /Would you like to have a double room inst

2、ead?4、抱歉，但酒店那天客滿。Im sorry, but the hotel is full on that date.5、一間房每晚是*元，包含早餐。Its*Yuan per room per night, including double breakfast.6、先生，我們對團(tuán)體預(yù)訂提供*優(yōu)惠。We offer*percent discount for a group reservation, sir.7、是否太貴了，這樣好嗎？您先住下來，我馬上請示經(jīng)理，爭取給您更優(yōu)惠的價格。Is it too expensive for you? How about checking in now,

3、 then Ill speak to my manager and try to give a better price.8、您打算住多久？How many nights do you plan to stay?9、女士，給哪位預(yù)訂的？Whom is the reservation for, madam?10、怎么拼寫？How do you spell it, sir?11、您可以寫信，或通過電話、傳真、電子郵件預(yù)訂房間，我們會根據(jù)情況給予答復(fù)。You can make a room reservation by correspondence, telephone, fax, or email

4、. Well reply according to the situation.12、詳情，請與銷售部聯(lián)絡(luò)，電話是833、858。For further information, please call the Sales Dept. The extension is 833、85813、我們已為您做好記錄，請您在到來的前一天打電話、發(fā)傳真或電子郵件通知我們確認(rèn)一下具體時間。We have taken note(notice) of that. Please confirm the specific date by telephone, fax or email the day before

5、your arrival.14、先生，謝謝您的電話。希望早日見到您。Thank you for calling, Mr. Smith. Good-bye. We look forward to having you with us soon.15、請問哪位買單？Who will pay the bill please?16、請您先到那邊付一下訂金。Please pay the deposit over there at first.17、服務(wù)費(fèi)恕不打折。There is not any discount for service charge.18、公司付所有的費(fèi)用嗎？Is the compan

6、y going to cover all the expenses?19、對不起，先生，雙人房滿了，套間怎么樣？Sorry, sir. All double rooms are occupied. What about a suite?20、對不起，所有的房間都客滿了。Sorry, all our rooms are fully occupied.21、很抱歉，大部分房間都滿客了，現(xiàn)在只有套房。套房包括客廳、臥室（雙床）和浴室，房價是_元，先住一個晚上，好嗎？Sorry, most of the rooms are occupied. Now, we only have some suites

7、. A suite includes a sitting-room, a bed-room (with two beds) and a bathroom. The rate is _Yuan. How about taking a suite for tonight?22、請您退房時結(jié)賬。Please pay all the bills when you check out.23、根據(jù)酒店規(guī)定，您要付續(xù)住房間的房租。Sorry, according to the hotel policy, you have to pay the extension of your stay.24、您要付全價。

8、You have to pay the full charge.25、請問，您最近一次的入境口岸和日期是？Excuse me, whats your latest entry port and date?26、我們有不同種類的房間：標(biāo)準(zhǔn)房、貴賓房、豪華套房、總統(tǒng)房。We have different types of rooms: standard rooms, VIP rooms, deluxe standard suites, deluxe suites, presidential suite.27、每個房間里的設(shè)備都是一樣的。The facilities in all rooms are

9、 the same.28、豪華客房配有電腦。Theres a computer in every delux room.29、如果您想延遲到下午4點(diǎn)退房，請和大堂副理聯(lián)系，電話是22。If you want a late check-out at 4:00 pm, please contact with the assistant manager, the extension is 22.30、前臺收銀處和房間內(nèi)均有提供保險(xiǎn)箱，您可以將貴重物品寄存在保險(xiǎn)箱內(nèi)，以免丟失。A safe box is offered both in the front cashiers counter and yo

10、ur room. You can deposit your valuables there.31、如果您需要開通長途電話，能否麻煩您下來交一下電話押金？Would you please go through the telephone deposit procedure, if you want to make an I.D.D call from your room?32、酒店商務(wù)中心提供有傳真和英特網(wǎng)服務(wù)，您請到商務(wù)中心去好嗎？We have fax and Internet service in our business center. Would you please go to th

11、e business center? Its in the lobby.33. 您想要什么樣的房間？ Which kind of room would you prefer? 34. 請問您貴姓？ May I have your name please? 35. 需要帶您去房間嗎？ May we show you to your room, sir? 36. 您要住幾個晚上？ How many nights would you like to stay? 37、請?jiān)谶@簽上您的名字。Please sign your name here.（二）行李服務(wù)（Bell Service）1、總臺就在前面，

12、請往這邊走。The front desk is straight ahead, this way please.2、這是您第一次住在我們酒店嗎？Is it your first time to stay in our hotel, sir ?3、別擔(dān)心，您的行李很快就會送上的。Dont worry, your luggage will be sent up at once.4、我們乘電梯上去吧，這邊請。Lets go up by the lift, this way please.5、先生您先請，我乘另一部電梯馬上將行李送上去。You first, please. Ill send the b

13、aggage up by another lift.6、1210房間到了。Here we are, sir. Room 1210.7、這間房間寬敞舒適，您一定能休息好。/ 我相信您會喜歡它的，房間非常不錯。This room is spacious and cozy, Im sure you will have a good rest./Im sure you will like your room, its a very nice one.8、如果您要退房，請打電話63，我們會馬上幫您運(yùn)送行李的。When you check out, please call number 63 and we

14、ll help you with your luggage immediately.9、一共有幾個包？How many bags do you have in all?10、是您全部的行李嗎？Is this all your luggage?11、您要寄存行李嗎？Would you like to leave/check/deposit your luggage here?12、請問您什么時候來取呢，過一會兒還是幾天后？When will you take/get them back, a few minutes later or in several days?13、請收好寄存牌。Pleas

15、e keep the claim tag.14、您可以拿著行李牌到禮賓部提取您的行李。You may pick up your bags with your claim tag to the concierge.15、根據(jù)規(guī)定，食品、易燃品、貴重物品和易碎品都不給予保管。According to our regulations, we dont accept food, combustibles, valuables and fragile objects.16、請告訴我您離店的日期、房號和箱子的模樣。Please tell me your departure date, room numbe

16、r and a brief description of the suitcase.17、查到您那箱子的記錄了。I have found the record of your suitcase.18、先生我們提供免費(fèi)的雨傘寄存服務(wù)。Sir, we offer free check/ deposit umbrella service. 19、請把雨傘放在雨傘架上。Please put your umbrella on the umbrella rack.20、請把雨衣放在袋子里。Please put your raincoat in the bag.21、請問您需要出租車嗎？(客人要叫車)Wou

17、ld you like a Taxi?22、請問您需要單程還是雙程？Would you like single trip or round trip?23、請確認(rèn)，這是您的全部行李嗎？Would you please confirm your luggage?24、這里到機(jī)場要多少時間？How long does it take to the airport from here?25、到達(dá)機(jī)場（五分鐘）It takes (ten minutes) to the airport.26、請稍等，計(jì)程車馬上就到。Wait a minute, please. The taxi will come he

18、re right away .27、讓您久等了，計(jì)程車正在門口等候。/ 計(jì)程車兩分鐘后就到了。Sorry to have kept you waiting, the taxi is waiting for you at the gate./ The taxi is expected to come in two minutes.28、從飯店到機(jī)場的單程車費(fèi)是20元。The rate for one way from the hotel to the airport will cost you RMB 20.29、請稍等，我去拿一部行李車來。One moment please, I will g

19、et a trolley.（三）商務(wù)中心 （Business certer ）1、請問您要印多少？需要什么規(guī)格的？How many copies and what size? / what size of paper do you prefer?2、（價格）那要看紙張的大小而定。It varies according to the size of the paper.3、每張A4的要2元。Each one A4 costs two Yuan. / Two Yuan per page for A4 size.4、每種印6張吧。Six copies of each.5、小的/A4每張是1元。The

20、 small size /A4 size is two Yuan per copy.6、對不起，今天機(jī)器有點(diǎn)毛病，恐怕印出來效果會不夠理想。請問這樣可以嗎？Sorry , there is something wrong with the machine today. Im afraid the copies not be done as well as usual. Is that all right?7、請問您什么時候來??？我們營業(yè)到凌晨1點(diǎn)，您可以在凌晨1點(diǎn)前/明天取回您的影印件/照片。What time will you come back? The business center i

21、s closed at 1a.m., you can pick your copies/films up before closing time or tomorrow.8、直至第二日凌晨8:00前，如果您取回復(fù)印件，請和總臺聯(lián)系，電話66。During midnight to 8:00 a.m.(next morning), if you want to collect your copies, please contact our receptionist, extension number.9、琳達(dá)小姐，復(fù)印是嗎？各5張，好的，請稍等一下。Miss LINDA, copy? 5 copi

22、es of each. Yes, please wait a moment.10、李先生，您一共印了A3的10份，A4的20份，B5的40份，共計(jì)150元。先生，這是收據(jù)，請收好。Mr. Lee, you altogether copied 10 A3, 20 A4 and 40 B5, and it comes to 150 Yuan. Here is receipt. Please keep it.11、先生，這份要擴(kuò)大（縮?。┑皆?00%？沒問題，不過，這上面的紅色印出來后會變成黑色的。Sir, would you like to enlarge (reduce) it to 200

23、% of the original size? No problem, but the red color will be black after we make a copy.12、我們的復(fù)印機(jī)效果很好。Weve got an excellent duplicator here.13、恐怕我們沒有彩色復(fù)印機(jī)。Im afraid we dont have a full color copy machine.14、您打的電話是按照電腦記錄收費(fèi)。The call is charged according to the computer records.15、這個數(shù)目是您所打的電話的費(fèi)用記錄。The

24、 figure here is the business center, Im afraid you have reached the wrong extension number.17、對不起，先生，我們還沒有收到您的傳真，如果有收到，我們會馬上通知您的。 Sorry, sir. But we havent received any of your faxes previously, and if there is any, we will call you as soon as possible/ let you know immediately.18、很抱歉，我不十分肯定。請稍等，讓我查

25、一查，然后告訴您。A moment, please. Ill (be glad to) check the for you right away.19、有我的傳真嗎？有一份您的傳真。香港發(fā)來的傳真剛到。It there any fax for me? Theres a fax for you. / We have a fax for you . A fax just arrived from Hong Kong / Its from Hong Kong.20、如果有我的傳真，請送給1008房的懷特先生。If theres any fax for me , please send it to M

26、r. . White in Room 1008 .21、傳真發(fā)送好了。這是報(bào)告單，先生，用了2分鐘，每分鐘15元，三分鐘起價另加15%服務(wù)費(fèi)，總共是51.8元，請問您是簽單還是付現(xiàn)金？這是零錢和收據(jù)。/我可以看一下您的歡迎卡嗎？請?jiān)谶@里簽名。（您可以在退房時結(jié)賬）非常感謝，再見！The fax has been sent successfully , sir ,Here is the activity report Sir ,it takes 2 minutes , the rate for one minute is RMB 15.3 minutes is the minimum , plu

27、s 15% service charge ,The total is 51.8 Yuan . Would you like to pay in cash or sign the bill ? Here is the change and the receipt / Could you show me your welcome card ? Sign here , please (The hotel will charge you when you leave ) .Thank you . Good-bye .22、（電話通知）晚上好，艾琳小姐，這里是商務(wù)中心，有您的一份（緊急）傳真，您要把傳真

28、送到房間嗎？還是您要自己下來取呢？）好的，我馬上讓人把傳真送到您的房間，不用謝， 樂意效勞。Good evening , Miss Irene , Business center speaking , one incoming (urgent) fax for you , would you like it sent to your room (or would you come down to take it yourself? ).OK ,Ill have it sent up right away .You are welcome , it is my pleasure .23、我想取傳

29、真。Id like to take my fax .24、杰克先生，您的傳真一共12張，請核對一下，每張傳真我們收取3元服務(wù)費(fèi)，總共是36元。 Mr. Jack, you have received 12 pages , Please have a check The charge is 3 Yuan per page , so the total is 36 Yuan . 25、先生，傳真首頁上寫共有11張，但我們只收到7張，請您通知他們再發(fā)送過來，好嗎？Sir , the fox cocker sheet said it will be 11 pages , but we only rec

30、eived 7 pages , Please ask them to send the remaining pages .26、對不起，先生，傳真機(jī)正在接收傳真，請稍等一下。如果您有其他事，就把它放在這里，我?guī)湍l(fā)送，您看，行嗎？Sorry , the machine is receiving an in-coming fax , please wait a moment , If you are in a hurry , please leave it here , I will send the fax for you .Is that alright ?27、早上好，史密斯先生，要把這份

31、文件打印出來嗎？請坐，約兩分鐘就好。Good morning Mr. Smith, would you like to print out this document ? Please take a seat and wait for about 2 minutes .28、史密斯先生，這樣可以嗎？/ 請問還有什么地方要修改的嗎？沒有。（請?jiān)谶@幫我插入/ 添上-Mr. Smith , is it acceptable ? / Are there any modifications ? No .(Please insert / add something here -)29、先生，您的這份文件要

32、保留嗎？Sir , would you like to save the file ?30、請問先生，還要打印一份嗎？不，給我復(fù)印5份。Print another page , sir ? No , just 5 copies .31、對不起，可否讓我自己來打印呢？當(dāng)然可以。May I print it by myself ? Yes , please .32、您好，我想從手提電腦里打印一份資料出來，可以借用一下打印機(jī)嗎？當(dāng)然可以，請?jiān)谀碾娔X上選擇打印機(jī)型號為LJ3116P，LJ2312P型。（對不起，您的電腦里沒有這種打印機(jī)型號的軟件，您可以用我們的電腦）Morning , Id like

33、 to print something from my P.C , may I use your printer ? Of course, please choose the access to printer LZ3116P or LZ2312P. (sorry , your computer doesnt have necessary printer software . Please use our computer )33、文件要怎么打呢？如果您有什么要求，請告訴我好了。How do you want the document to be typed ? Please tell me

34、if you have any special requests .34、半個小時可以了。 Well get everything ready in half an hour , / Itll be ready in half an hour .35、史密斯先生，我們提供E-mail 服務(wù)，您可以在這里使用。（您可以在這里上網(wǎng)）Mr. Smith . we offer E-mail service . You can enjoy it here / You can get on the internet here .36、先生,您剛才上網(wǎng)2個小時，一共是20元。請問您簽單還是付現(xiàn)金。Sir ,

35、 you have used the internet for 2 hours , it comes to 20 RMB , would you like to sign the bill or pay in cash ?37、需要裝訂嗎？Would you like us to bind this for you ?38、我們有裝訂服務(wù)，我們可以把這裝訂成一本書。We have a binding service , We can make this into a book for you .39、糟糕，打出來的孔不整齊，實(shí)在抱歉，能再復(fù)印一下您的原件嗎。我再試試。Oh dear ! Im

36、afraid the holes didnt come out even ,Im so sorry , Can I recopy your originals and try again ?（四）總機(jī)1 、對不起，先生，電話占線，您過幾分鐘再打過來，好嗎？Sorry, Sir, The extension is busy now; would you call again in a few minutes? /The line is engaged; please call again after a while.2、對不起，他的話簡沒放好，請您稍等一會兒好嗎？Sorry, the phone

37、 must be off the hook, would you mind waiting for a moment?3、先生，我?guī)湍D(zhuǎn)過去Ill put you through, sir. 4、請稍等，我替您將電話轉(zhuǎn)到總臺。Wait a moment, please; Ill transfer your call to the Reception Desk5、我給您接通他房間的電話。Ill connect you to his room. 6、先生， 您的電話通了。You are through, sir.7、內(nèi)線電話免費(fèi)。There is no charge for inside call

38、. 8、撥打外線電話，請先撥9，然后撥您要的電話。For outside call, please dial 9 first and then dial the number you want. 9、我們飯店提供國內(nèi)、外長途電話。Weve got D.D.D and I .D .D in our hotel.10、您房間的電話只能打市內(nèi)，如果要打長途，請與總臺聯(lián)系。The phone in your room can be only used for local calls please contact the reception desk if you want to make a long

39、 distance call.11、打長途撥“9”后不要停，直接撥打長途區(qū)號。When you are making a long distance call, dont make a pause and dial the area code directly after youve dialed “9”.12、這電話不能打外線，請到商務(wù)中心好嗎？Sorry, the phone cant be used for outside calls, Would you please do it in the business center?13、電話費(fèi)加收15%的服務(wù)費(fèi)。There is an ex

40、tra 15% service charge for the telephone.14、請告訴我的地區(qū)代碼，好嗎？ Could you please tell me the area code?15、 您要打哪個國家的電話？ Which country are you calling? 16、恐怕您撥錯了電話。 Im afraid you have dialed the wrong number. 17、先生，我們明天早上7點(diǎn)叫醒您。Well wake you up at 7:00 tomorrow morning, sir. 18、 先生，您可以在您房間里直撥國際電話。 You can ma

41、ke an IDD cal from your room. 二、 情景對話Unit 1 Reservation 預(yù)定房間 1. Vocabulary 新詞 reservation / reserve預(yù)定 single room 單人房 double room 雙人房 standard room標(biāo)準(zhǔn)客房 VIP room 貴賓客房 deluxe business room豪華商務(wù)房 holiday room度假客房 business suite 商務(wù)套房 executive suite 行政套房 VIP suite 貴賓套房 presidential room 總統(tǒng)套房 extra bed加床

42、expect 希望 confirm確定 per night每晚 arrive 到達(dá) hold the line 持機(jī)等待 around 大概 2. Talking to the guest: 與客人對話 S (staff): Good morning. May I help you? G (guest): Yes, I would like to reserve a room, please. S: Thank you, sir. For which date? G: From October 15th. S: For how many nights?G: Three nights.S: Ho

43、w many guests will be with you? G: Just my wife and myself. S: Which kind of room would you like to have, a double or a twin? G: A twin, please. S: Could you hold the line, please? Ill check for you. Thank you for your waiting, sir. We have a twin at $100. G: Well take this one. S: Certainly, sir. M

44、ay I have your name, please? G: Yes, its Brown. S: Mr. Brown, what time do you expect to arrive, sir? G: Oh, around 9:00PM, I think. S: I would like to confirm your reservation. A twin room for Mr. and Mrs. Brown at $100 per night for three nights from October 15th to October 17th. My name is Zhang

45、Ming and we look forward to serving you. 3. Learn to ask 學(xué)會提問 How many nights will the guest stay? How many people will go with you? Which kind of room would you prefer? What time do you expect to arrive? -Unit 2 Full Reservation 房間預(yù)訂滿了1. Vocabulary 新詞 check檢查 list名單 fully booked 全部預(yù)訂了 change改變 canc

46、ellations取消 closer靠近 possible 可能 as soon as possible 盡可能 2. Talking to the guest: 與客人對話 S (staff): Good morning. May I help you? G (guest): I would like to make a reservation. S: What date would that be? G: For the night of April 18th for one night. S: One moment, please, sir. Let me check our list.

47、 Thank you for waiting, sir. Im afraid our hotel is fully booked on that date. Is it possible for you to change your reservation date? G: No, thats not possible. S: We might have some cancellations. Could you call us again closer to the date? G: Sure, but if you do have some cancellation. Could you

48、let me know as soon as possible? S: Certainly, sir. G: Thank you. S: You are welcome. 3. Learn to ask 學(xué)會提問 Is there a vacant room? Is it possible for you to change your reservation date? Could you let me know as soon as possible? -Unit 3 Cancel a Reservation 取消預(yù)定 1. Vocabulary 新詞 extend 延長 until直到 r

49、oom type房間類型 cancel取消 spell拼寫 another另一個 party 一方 boss 老板 chance 機(jī)會 2. Talking to the guest: 與客人對話 S (staff): May I help you? G (guest): Yes, my name is Black, and I made a reservation for 3 nights from March 5th. Id like to extend it for two more nights until the 9th. S: For 5 nights from March 5th

50、 until March 9th. G: Thats right. S: Would you like to change your room type? Your reservation is for a twin room. G: No.S: Thank you, sir. Well extend your reservation for you. -S: May I help you? G: Id like to cancel a reservation. S: In whose name was the reservation made? G: Alan Bell. S: How do

51、 you spell that, please? G: B-E double L. S: what was the date of the reservation?G: From February 4th for 3 nights. S: Excuse me. But is the reservation for you or for another party? G: Its for my boss. S: Thank you, madam. I will cancel Mr. Bells reservation for February 4th for 3 nights. My name

52、is Wang Ying and we look forward to another chance to serve you. 3. Learn to ask 學(xué)會提問 How many nights do you want to extend? In whose name is the reservation made? Is the reservation for you or for another party? -Unit 4 Reception 接待1. Vocabulary 新詞 check in入住 check out退房 passport護(hù)照 visa簽證 entry por

53、t/date入境口岸/時間 room key房間鑰匙 bell service行李服務(wù) credit card信用卡 luggage 行李 fill in填寫 in case萬一 contact 聯(lián)系 imprint 刷卡2. Talking to the guest: 與客人對話 S (staff): Good afternoon, madam. G (guest): good afternoon. S: May I help you, madam? G: Yes, I would like to check in please. S: Do you have a reservation?

54、G: Yes, I do. S: May I know your name, please, madam?G: The name is Jackson. S: Welcome to Dihao Hotel, Ms. Jackson. Your reservation is for two nights. Is that correct?G: Thats right. S: Could you please fill in this form?G: Certainly. S: Thank you. May I have your passport please so that I can fill in your visa number and place of entry? G: Sure S: How would you like to pay, by cash or by credit card? G: Id like to pay with Visa. S: Can I make an imprint of your credit card? G: