酒店前廳部基本英文服務(wù)知識.資料分享

FrontOffice前廳部Reception 前臺Lesson1 AttheReceptionDesk 接待臺Goodmorning,sir.Welcometoourhotel.Attendant:早上好，先生。歡迎來到我們酒店。Guest: Goodmorning.早上好。HowmayIhelpyou,sir?Attendant:我能有什么為您服務(wù)的呢？Guest: IreservedaKSUGthreeweeksago.IamKen.我是Ken，我在三周之前預(yù)定了一間高級大床間客房。Justamoment,please,Mr.Ken.I'llcheckthearrivallist.Attendant:Ken先生，請您稍等。我查詢一下預(yù)抵單。OneminutelaterIamsorrytohavekeptyouwaiting.MayIhaveyourpassport,please?Attendant:對不起,讓您久等了.我能看下您的護(hù)照嗎？AftercheckAttendant:Thankyou,sir.Iamcheckinginforyou.Pleasesignit.謝謝您，先生.我現(xiàn)在為您登記,請您簽字。Guest:Thanks.Hereyouare.Isitallright?謝謝,給你.這樣就好了嗎?Attendant:Certainly,sir.Thanks.Payincashorbycreditcard?對的，謝謝。您用現(xiàn)金還是信用卡付費(fèi)呢？Guest:Creditcard.信用卡。Certainlysir.Here'sthekeytoRoom1234andyourroomcards.PleaseAttendant:keepthem.當(dāng)然可以先生。這是您1234號客房的房卡，請妥善保管。Andthebellmanwillshowyoutheway.Haveaniceday,sir.WishyouAttendant:apleasantstayinourhotel.行李員會為您指引的。愿您今天過的愉快。愿您在我們酒店過得愉快。Guest:Thankyou.謝謝。Youarewelcome.It'smypleasure.Attendant:不用謝，這是我的榮幸。1Lesson2ReceivingaWalk-inGuest接待散客Attendant:Goodafternoonmadam.HowmayIhelpyou?下午好，女士。有什么能為您效勞的呢？Guest:Yes.I'vejustarrivedfromtheU.S.A.CouldIhavearoomfortonight?是的，我剛從美國來到這里，我今晚能住在在這里嗎？Attendant:Certainly,madam.Excuseme,haveyoumadeareservation?是的,女士，打擾一下。請問您有預(yù)定嗎？Guest:Iamafraidnot.對不起，我沒有。Attendant:Excuseme,sir.Howmanypeopledoyouhave,please?打擾您一下,請問您多少位呢？Guest:Justone.我一個人。Attendant:Justaminute,please.Ihavetocheckifthereisaroomavailable.請稍等。我去查一下是否有空房。oneminutelaterAttendant:Iamsorrytohavekeptyouwaiting,madam.Hereisaroomforyou.對不起,讓您久等了,女士,還有一個房間.Guest:Thankyouverymuch.十分感謝你。Youarewelcome.Itismyhonor.Attendant不用謝，這是我的榮幸。2Lesson3Attendant:Guest:Attendant:

Checkingout 退房Goodmorning,sir.HowmayIhelpyou?早上好，先生。有什么可以幫到您的呢？MayIhavemybill?我可以付賬了嗎？Sure,sir. MayIhaveyourroomnumberandwhendoyouwanttocheckout?是的，先生，您可以。請您告訴我您的房號，您想在什么時候退房呢？Guest:Myroomnumberis1234andI'dliketocheckoutnow.我的房號是1234，我想現(xiàn)在就退房。Attendant:Justamoment,please.請稍等。CheckingfilesAttendant:Iamsorrytohavekeptyouwaiting.AreyouMr.Ken?對不起，讓您久等了。請問您是Ken先生。Guest:Yes,Iam.對的，是我。Attendant:Thankyou,sir.Hereisyourbill.IttotalsRMB3333Yuan,including15%servicecharge,pleasecheckit.好的，先生。這是您的賬單，一共3333元，含15％的服務(wù)費(fèi)，請您核對。Guest:Yes,correct.CanIpaywithtraveler’schecksorincash?是的，完全正確。我能記在旅行支票，還是付現(xiàn)金呢？Attendant:Bothfine,sir.是的，先生。都可以的。Guest:Ok.Hereisthemoney.好的，給你錢。Attendant:Thankyousirandhopetoseeyouagain.謝謝您，先生。希望能再見到您。Guest:Allright.Seeyou.好的，再見。3Lesson4ExtendingtheStay延遲退房Attendant:Goodmorning,sir.HowmayIhelpyou?早上好，先生。有什么能為您效勞的呢？Guest:Iwasgoingtocheckouttoday,butIhavetostayforthreemorenights.我本來是在今天退房的，但是我現(xiàn)在要多住三天。Attendant:Excuseme,sir.MayIhaveyournameandroomnumber?先生，請問您的姓名和房號？Guest:KenBinroom1234.kenB，1234號房間。Attendant:Justamoment,please.Mr.Ken.I'llcheck.Ken先生，請您稍等，我查詢一下。OneminutelaterIamsorrytohavekeptyouwaiting.IamsorrytosaythatyourroomAttendant:isavailableforonly2nights.對不起讓您久等了。我非常遺憾的告訴您，您的房間只能延遲退房兩日。Guest:What'stobedone?那該怎么辦呢？Don'tworry.We'llmanageitforyou.Attendant:不用擔(dān)心。我們會為您處理好的。Guest:That'sall?就這樣就好了嗎？Attendant:Hereisyourregistrationform.Wouldyoupleasechangethedate?這是您的登記表，請您修改這個日期？Guest:It'skindofyou!Thankyouverymuch.你真是太好了，非常感謝你。Youarewelcome.It'smypleasure.Attendant:不用謝，這是我的榮幸。4Lesson5ChangingaRoom換房Attendant:Goodmorning,sir,HowmayIhelpyou?早上好，先生。有什么能為您效勞的呢？Guest:Goodmorning.IamKen,inroom1234.Canyouchangetheroomforme?It'stoonoisy.早上好，我是1234號房的Ken。你能幫我換房嗎？那里太吵了。Iamsosorry,sir.Idoapologize.Room1234isnearbythecorridor.It'spossiblethatthenoiseisheardearlyinthemorningwhenallisAttendant:quiet.對不起，先生。我向您道歉。是這樣的，1234號客房靠近過道。您在比較早的時候聽到的噪音可能是早上太安靜。Guest:Anyhow,I'dliketochangemyroom.就是這些嗎？我想換客房。Attendant:Certainly,sir.We'llmanageit.Howaboutroom1020?是的，先生。我們會處理好的。您覺得1020號房間好嗎？Guest:Verywell.非常好。Attendant:Pleasefillinthisroomchangingform.請您填寫換房單。OneminutelaterIamsorrytohavekeptyouwaiting.Thankyousir.WishyouhaveasoundAttendant:sleepthisevening.對不起,讓您久等了，感謝您先生。愿您今晚有個好的睡眠。Guest: Thanks.謝謝。Youarewelcome.It'smypleasure.Attendant:不用謝，這是我的榮幸。5Lesson6 ForeignCurrencyExchange 兌換外匯Attendant:Goodafternoon,sir.HowmayIhelpyou?下午好，先生。有什么能為您效勞的呢？I'dliketochangesomeUSdollarsandIwanttoknowtoday'sexchangeGuest:rate.我想兌換美元，我想知道今天的匯率嗎？Certainly,sir.Accordingtotoday'sexchangerate,oneUSdollarcanchangeAttendant:RMB8Yuan.Howmuchwouldyouliketochange,sir?是的,先生.根據(jù)今天的匯率是1美元兌換人民幣8元。請問先生你要換多少呢？Guest:Well,I'llchange100andhereisthemoney.好的，我兌換100美元，給你錢。Attendant:Pleasewriteyourname,passportnumberandroomnumberontheslip.請您在這個上面填寫您的姓名，護(hù)照號碼和房號。Guest:Allright,hereyouare.好了，給你。Attendant:Thankyou.You'llhaveitrightaway.謝謝您，您馬上可以拿到錢了。AmomentlatterAttendant:Iamsorrytohavekeptyouwaiting.Here'syourmoney.對不起，讓您久等了。這是您兌換的錢。Guest:Yes,thankyou.好的，謝謝你。Youarewelcome.It'smypleasure.Attendant:不用謝，這是我的榮幸。6Concierge禮賓部Lesson7IntroduceHotelService介紹飯店的服務(wù)Attendant:Goodafternoon,sirandmadam.女士先生,下午好。Guest:Goodafternoon.下午好.Attendant:Welcometoourhotel.Letmecarryyourluggage.Thisway,please.歡迎來到我們飯店.讓我來幫您拿行李,這邊請.Guest:Thanks.Couldyoutellmesomethingaboutyourhotelservice?謝謝,您能介紹一些關(guān)于你們飯店的服務(wù)嗎?Certainly,sir.Ourhotelisafirst-class5-starhotelinLijiangandchosenasthefavoriteplacetostaybyVIPs,officialguestsandsomeAttendant:travelersfrommanycountries.是的,先生.我們飯店在麗江是一流的五星級飯店,是許多VIP客人,政府客人以及來自全球各地的游客的首選之地.Guest:Itsoundsgreat.太好了,真是一個好地方.Attendant:Thereare275roomsinourhotel.Kindsofdeliciousfoodforyouanytime.我們飯店有275間客房,各種美味的食物隨時都為您準(zhǔn)備好的.Guest:Howaboutotherservice?還有什么別的服務(wù)嗎?Attendant:Certainly,sir.Wehaveanindoorswimmingpoolandwith800m2ofSPA.是的,先生.我們飯店有一個室內(nèi)游泳池還有800平方米的溫泉中心.Guest:Thatisgreat.那太棒了.Certainly,sir.ThereisFrontDesk.Afteryoucheckin,IwilltakeyourAttendant:luggagetoyourroom.是的,先生.這里是前臺了,在您辦理入住之后,我會把您的行李送到您的房間.Guest:Thankyouverymuch.太感謝你了.Youarewelcome.It'smypleasure.Attendant:不用謝,這是我的榮幸.7Lesson8AboutSlowDeliveryofLuggage行李未及時送到客房Attendant:Goodafternoon,sir.HowmayIhelpyou?下午好,先生.有什么可以幫到您的呢?Guest:Yes.Icannotgetmyluggageuntilnow.是的,到現(xiàn)在我仍然沒有拿到我的行李.Certainly,sir.Iamsorrytohearthat.MayIhaveyournameandroomAttendant:number?是的,先生.我非常遺憾聽到這個事情.我能知道您貴姓嗎?您的房號是多少呢?Guest:MynameisKenandmyroomnumberis1234.我叫Ken,我的房號是1234.Attendant:Thankyousir.Wouldmindgivingmesomefeaturesofyourluggage?謝謝您,先生.您介意告訴我一些關(guān)于您的行李的特征嗎?Guest:Sure.It'sjustanordinarymedium-sizedblacksuitcase.當(dāng)然可以.那只是一個中等大小的黑色箱子.Attendant:Isyournametagattachedtoit?您的名牌是否附在上面呢?Guest:Ofcourse.那當(dāng)然了.Attendant:Mr.Ken.Iamafraidthatyourluggagehasbeenputatwrongplace.Ken先生,我想您的行李可能送錯地方了.Guest:Oh,mygod.Howaboutme?天拉,那我怎么辦呢?Attendant:Iamawfullysorry,sir.ButIwillfinditandsendittoyourroomassoonaspossible.先生,我對此十分抱歉.但是我會盡快找到您的行李并且及時送到您的房間.Guest:Thatisallright.Thanks.那好,謝謝.Sorrysir.Iassureyousuchthingswillneverhappenagain.Seeyousir.Attendant:對不起,先生.我向您保證這種事情不會再發(fā)生了.再見先生.Lesson9ShowingtheWay引路服務(wù)(1)Attendant:Goodeveningsir.HowmayIhelpyou?晚上好,先生.有什么可以幫到您的呢?Guest:Goodeveningsir.WhereisSpa?晚上好,請問溫泉中心怎么走呢?8Certainly,sir.Pleasegoahead,acrosstheglassgateandturnleft.Attendant:HereistheSpa.是的,先生.您先直走,穿過玻璃大門,然后左轉(zhuǎn).溫泉中心就在那里了.Guest:Thankyou.謝謝.Attendant:Youarewelcome.It'smypleasure.Haveaniceevening.不用謝,這是我的榮幸,祝您今天過得愉快.ShowingtheWay 引路服務(wù)(2)Attendant:Goodmorning,sir.HowmayIhelpyou?早上好,先生.有什么可以幫到您的呢?Guest:Goodmorning.Whereismyroom?早上好.請問我的房間在哪兒呢?Attendant:Certainly,sir.MayIhaveyourroomnumber?是的,先生.您能告訴我您的房號嗎?Guest:Myroomnumberis5312.我的房號是5312.Certainly,sir.Letmeshowyoutheway./Pleasetaketheelevatorto5thAttendant:floor,yourroomisthere.是的,先生.讓我為您引路./請您乘坐電梯到5樓,您的房間就在那里了.Lesson10MailService郵寄服務(wù)Attendant:Goodafternoon,sir.HowmayIhelpyou?下午好,先生.有什么可以幫到您的呢?Guest:Goodafternoon.Couldyoumailaletterforme?下午好,你能幫我郵寄一封信嗎?Attendant:Certainly,sir.Haveyoustuckonthestamp?當(dāng)然可以.請問您貼郵票了嗎?Guest:No.Ineedtobuysome.沒有.我需要買一些.Attendant:Certainly,sir.Howwouldyoulikeittobemailed?是的,先生.您打算如何郵寄您的信件呢?Guest:Ordinarymail.平郵.Attendant:Sure,sir.Butit'soverweight.RMB10Yuanplease.是的,先生.但是超重了,請您付10元.Guest:Thankyou.Hereyouare.謝謝你,給你錢.Thankyou,sir.YourletterwillbearrivedtodestinationassoonasAttendant:possible.謝謝您,先生.您的信件會盡快到達(dá)它的目的地 .9Guest: That'sverykindofyou.太感謝你了.Youarewelcome.It'smypleasure.Attendant:不用謝,這是我的榮幸.BusinessCenter商務(wù)中心Lesson11IntroducetheServiceofBC介紹商務(wù)中心的服務(wù)Attendant:Goodmorning,sir.BusinessCenter,HowmayIhelpyou?早上好,先生這里是商務(wù)中心,有什么可以幫到您的呢?Guest:Goodmorning.Wouldyoumindgivingmesomeinformationonyourservice?早上好.你能給我提供一些關(guān)于你們服務(wù)的信息嗎?Certainly,sir.WehavecomprehensivecommunicationfacilitiesandAttendant:secretarialassistancecateringtotheneedsofallourbusinessguests.是的,先生.我們向所有的客人提供聯(lián)系溝通工具和秘書協(xié)助工作.Guest:Fine.Ihavesomepaperstobetyped.Couldyouhelpme?好的,我有一些文件要打印,你能夠幫助我嗎?Certainly,sir.Iwillmanageit.Excuseme,sir.WhenwillyouwanttoAttendant:getit?是的,先生.我能處理好的.打擾您一下.請問您什么時候需要這些文件呢?Guest:Ihopetogetitbefore15:00tomorrow.我希望在明天15:00之前得到.Attendant:Certainly,sir.Howmanypagesintotal?是的,先生.請問一共需要多少頁?Guest:20pages.20頁.Attendant:Sure,sir.OnepageperRMB10Yuan.200Yuanintotal.是的,先生.每一頁10元,總共200元.Guest:Allright.Hereyouare.好的,給你錢.Thankyouverymuch.Iwilltrymybesttodoit.Seeyou.Attendant:非常感謝您,我一定會做好的 .再見.10Lesson12 AbouttheFaxService 傳真服務(wù)Attendant:Goodmorning,sir.HowmayIhelpyou?早上好,先生.有什么可以幫助您的呢?Guest:Goodmorning.Iamwaitingafaxfromshanghai.早上好.我在等一封上海來的傳真.Attendant:Justamoment,please.I'llcheck.MayIhaveyourname?請您稍等,我在查閱.請問您貴姓?Guest:Allright.IamKen.好的,我是Ken.Iamsorrytohavekeptyouwaiting.IamsorrytosaythatwehavenotAttendant:gotthefaxnow.對不起,讓您久等了.我非常遺憾的告訴您,我們現(xiàn)在還沒有收到這個傳真.Guest:What'stobedone?那怎么樣辦呢?Mr.Ken.Don'tworry,wewillhandleit.Oncewegetit,wewillinformAttendant:yourightaway.MayIhaveyourroomnumber?Ken先生,請您不用擔(dān)心.如果我們收到傳真,我們會立刻通知您.您能夠告訴我您的房號是多少嗎?Guest:Thankyouverymuch.Myroomnumberis1234.太感謝你拉.我的房號是1234.Youarewelcome.It'smypleasure.Attendant:不用謝,這是我的榮幸.Lesson13OtherService其他服務(wù)Attendant:Goodmorning,Mr.Ken.HowmayIhelpyou?Ken先生,早上好.有什么能為您效勞的呢?Guest:Goodmorning.Iwanttouseyourcomputer.早上好,我想用一下你們的電腦.Attendant:Certainly,sir.Thisway,please.當(dāng)然可以,先生.這邊請.Guest:Thanks.11好的,謝謝.Attendant:Sorrytodisturbyou,sir.Rentingcomputer1minuteperRMB1Yuan.對不起,打擾您一下.使用電腦,一分鐘一元錢.Guest:Fine.Igotit.Thanks.好的,我知道了,謝謝.Attendant:Youarewelcome.It'smypleasure.不用謝,這是我的榮幸.GuestServiceCenter賓客服務(wù)中心Lesson14TransferTelephone轉(zhuǎn)接電話Attendant:Goodmorning,ServiceCenter,HowmayIhelpyou?早上好,服務(wù)中心,有什么可以幫到您的呢?Ken:Yes,IamKen.Iwanttotalkwithmyboss,hisroomis4321.Couldyouhelpmetotransfermyphone?是,你好.我是Ken,我要和我的老板通話,他在4321號房間,你能幫助我轉(zhuǎn)接嗎?Attendant:Certainly,sir.Holddown,please.Letmecontactwithyourbossnow.是的,先生.請勿掛機(jī).我現(xiàn)在聯(lián)系您的老板.Ken:Thanks.Iamwaiting.謝謝,我在等待.Goodmorning,Mr.Cool.ThisisServiceCenter.Sorrytodisturbyou.Yourfriend,Mr.Kenwantstotalkwithyounow.WouldyoumindansweringAttendant:hisphone?Cool先生,早上好.這里是服務(wù)中心,對不起,打擾您了.您的朋友,Ken先生想現(xiàn)在和您通話,您介意現(xiàn)在接電話嗎?Cool:Yes.Thankyou.好的,可以接電話.Attendant:Youarewelcome.It'smypleasure.不用謝,這是我的榮幸.Attendant:Mr.Ken.Sorrytohavekeptyouwaiting.YoucantalktoMr.Coolnow.Ken先生,對不起,讓您久等了.您現(xiàn)在可以和Cool先生通話了.Ken:Thankyouforyourhelp.感謝你幫助.Youarewelcome.It'smypleasure.Attendant:不用謝,這是我的榮幸.12Lesson15InquiryService問詢服務(wù)Goodmorning.ServiceCenterInterContinentalResortJiuzhaiParadise.Attendant:HowmayIhelpyou?早上好.九寨天堂洲際大飯店服務(wù)中心,有什么可以幫到您的呢?Guest:Goodmorning.Iwanttoinquirysomethingaboutyourhotel.早上好.我想咨詢一下你們飯店的事情.Attendant:Certainly,sir.Speakingplease.當(dāng)然可以,先生.請講.Guest:HowcanIgotoyourhotel?我怎么樣才可以到達(dá)貴飯店呢?Certainly,sir.YoucantakeplanetoHuanglongAirportandthebookedAttendant:vehiclewillreceiveyou,oryoucantakeabustoourhoteldirectly.是的,先生.您可以乘坐飛機(jī)到黃龍機(jī)場,提前預(yù)定好的車輛來接您.或者您可以乘坐大巴直接到我們飯店.Guest:HowlongcanItaketoyourhotelfromChengdu?從成都到你們飯店要多久呢?About1hourbyplane,about10hoursbybus,sir..Attendant:是的,先生.如果您乘坐飛機(jī)大概要1小時左右,而乘坐大巴則需要10個小時左右.Guest:Thanks.Andhowaboutweather?好的,謝謝,那天氣情況怎么樣呢?Alittlecoldinmorningandnight.Atdaytime,sunnydaywillwelcomeAttendant:yourcoming.一早一晚有一點(diǎn)冷.但是白天將會有個非常好的天氣迎接您的到來.Guest:Thatisverykindofyou.Andhowaboutentertainment?你太好了.那你們飯店的娛樂設(shè)施有那些呢?Wehavealargeindoorswimmingpool,drifting,horseridingandsoon.Attendant:我們飯店有一個巨大的室內(nèi)游泳池,有漂流和騎馬等等.Guest:Thankyouverymuch.Ihopeinyourhotelnow.Seeyou.非常感謝你,我真希望現(xiàn)在就在你們飯店享受.再見.Attendant:Youarewelcome.It'smypleasure.Goodbyeandhopeyoucoming.13不用謝,這是我的榮幸.再見,期待您的到來 .Lesson16 MorningCallService 叫醒服務(wù)Goodmorning, Mr.Ken.This isyourmorning call service. It's 7:00 now.Todayis sunnydayandthetemperature is from15o-20o. Haveanice day!Attendant: Goodbye.Ken先生,早上好.這是您的叫醒服務(wù) .現(xiàn)在是早上 7:00.今天天氣晴朗,溫度從15度到20度.祝您今天過的愉快 !再見.Guest: Thankyou.謝謝.Youarewelcome.It'smypleasure.Attendant:不用謝,這是我的榮幸.Lesson17 SettleComplaint 處理投訴Goodafternoon,ServiceCenter.HowmayIhelpyou?Attendant:下午好,服務(wù)中心.有什么可以幫到您的呢?Guest:Ineedapillowinmyroom.我要一個枕頭 .Certainly,sir.Iwillhandleitassoonaspossible.Anythingelse?Attendant:是的,先生.我們會立刻處理好的.還有別的什么需要幫忙的嗎?Guest:Yes,thecorridorissonoisy.Thatwillinfluencemysleeping.是的,走廊太吵了,這樣會影響我的睡眠的.Attendant:Sure,sir.Wewillhandleitrightaway.Wishyouhaveasoundsleep.是的,先生.我們會立刻處理好的.祝您今晚睡個好覺.Guest:Manythanks.多謝.Attendant:Youarewelcome.It'smypleasure.不用謝,這是我的榮幸.DateandTime日期和時間Months月份January一月February二月March三月April四月May五月June六月July七月August八月September九月October十月November十一月December十二月WeeksandDays星期的表達(dá)Monday星期一Tuesday星期二Wednesday星期三Thursday星期四Friday星期五Saturday星期六Sunday星期日14Time時間1:00oneo’clock1:15onefifteen/aquarterpastone1:30onethirty/halfpastone1:45oneforty-five/aquartertotwoVocabula