1、前厅部英语培训教材,English training material,目 录,第一章 基础英语 1 第二章 客房预订22 第三章 登记入住32 第四章 结账退房44 第五章 电话服务55 第六章 物品寄存73 第七章 洗衣服务92,总经理 General manager 餐饮部 Food and Beverage Department 前厅部 Front office 客房部 Housekeeping Department 销售部 Sales and marketing Department 人力资源部 Human resource Department 培训部 Training Depar
2、tment 康乐部 Recreation Department 工程部 Engineering Department 保安部 Security Department 财务部 Financial Department 采购部 Purchasing Department,营业场所名称 Names of business place前 台 Front Office 礼宾部 Concierge 商务中心 Business Center 总 机 Operator 健身中心 Fitness center 大堂吧 Lobby Bar 咖啡厅 Coffer Shop 收 银 Cashier 美容美发 Beau
3、ty Salon 商 店 Store/shop 中餐厅 Chinese Restaurant 西餐厅 Western Restaurant,职位 Position 总经理 General Manager 副总经理 Assistant general Manager 经 理 Manager 秘书 Secretary 大堂副理 Assistant Manager 收银员Cashier 主管 Supervisor 领班 Captain 客房服务员 Attendant 接待员 Receptionist 接线员 Operator 行李员 Bellman,月 份 Month,一 月 January 二 月
4、 February 三 月 March 四 月 April 五 月 May 六 月June 七 月 July 八 月 August 九 月 September 十 月 October 十一月 November 十二月 December,星 期 Week,星期一 Monday / Mon 星期二 Tuesday/ Tue 星期三 Wednesday / Wed 星期四 Thursday/ Thu 星期五 Friday/ Fri 星期六 Saturday/ Sat 星期日 Sunday/ Sun,礼貌用语 Courtesy English,1、Good morning/afternoon/even
5、ing, Sir/Madam. 早上好/下午好/晚上好,先生（女士）。 2、Nice to meet you. 很高兴见到你。 3、How do you do?/ How are you? 你好吗？ 4、Welcome to our hotel. 欢迎光临我们酒店。 5、Have a good time. 祝您过得愉快！,6、 Just a moment, please. 请稍等一下。 7、 Dont worry about it别担心。 8、 I beg your pardon? (or Pardon?) 对不起，请再说一遍好吗？ 9、 Certainly.当然可以。 10、Of cours
6、e.当然可以。 11、Im sorry, thats not allowed. 对不起，这是不允许的。 12、No, Im afraid not.不，恐怕不行,电话用语 Telephone sentences,1、Wait a moment, please. 对不起，请稍等。 2、I beg your pardon? / Pardon? 对不起（我没听清楚）。 3、Could you speak a little slower, please？ 请您稍微讲慢一点。 4、What number are you calling? 请问对方什么电话号码。,5、Could you hold the l
7、ine, please? 请不要挂机。 6、You are wanted on the phone, Mr. Bellow.贝罗先生，有您的电话。 7、Please hold the line. Ill put you through in a minute. 请稍等，马上为您接通。 8、Ill switch you to Room 1120. 我马上给您接301房间。 9、Im sorry the extension is busy just now. 对不起，电话分机刚才占线。,答谢用语 Thanks and answer,1、Thank you (very much) 谢谢您（非常感谢）
8、 2、Thanks a lot.多谢。 3、Its very kind of you. 谢谢，您真客气。 4、You are welcome. 不用谢。 5、Not at all. / Dont mention it.不用谢 6、It is my pleasure. 非常乐意为您服务。 7、I am at your service. 随时为您服务。 8、That is all right. 没关系。,征询语 Consult,1、Can I help you? How may I help you? / What can I do for you? 我能为您做些什么？2、Is there any
9、thing I can do for you? 有什么能为您效劳的吗？,3、What else do you want? Is there anything else? 您还要别的什么吗？ 4、If you need any thing else? just feel free to tell me. 如果您还需要别的什么，尽管告诉我好了。 5、Excuse me, may I have your name? 对不起，请问您怎么称呼？,提醒用语 recalling words,1、Watch your step. 请走好。 2、Be careful, please. 请小心。 3、Do not
10、 worry. 别担心。 4、Take it easy. 别紧张。 5、Please do not smoke here. 请不要在这吸烟。 6、Please do not leaving anything behind. 请别忘了您的东西。,道歉 Apology,1、I am sorry. 对不起。 2、Sorry to keep you waiting. 对不起，让您久等了。 3、Wait a moment, I will ask somebody to handle it. 请稍等，我马上叫人来处理。 4、Im sorry.很抱歉。 5、Excuse me.对不起。 6、Sorry to
11、 have kept you waiting. 对不起，让您久等了。 7、Sorry to interrupt you. 对不起，打扰了。 8、It doesnt matter.没关系。 9、Never mind.不要紧，没关系。,告别 Farewell,1、Goodbye. 再见。2、Good night. 晚安。3、See you later. 一会见。4、See you later (tomorrow). 以后（明天）见！,5、Have a good/nice trip. 旅途愉快。 6、Wish you have a pleasant journey. 祝您旅途愉快。 7、Good l
12、uck. 祝你好运。 8、Goodbye and thanks for coming. 再见，感谢您的光临。 9、Goodbye and hope to see you again.再见，欢迎下次再来。 10、Have a good rest. 祝您休息好！,指引方向Asking and giving directions,1、This way, please. 这边请。 2、Go ahead, and turn to the left/right. 往前走，然后左/右转。 3、It is on the second floor. 在二楼。 4、It is next to 紧靠着 5、It i
13、s opposite the 在的对面。,6、 I will take you there. 我带您去。 7、 Go upstairs to the third floor. 往楼上走到三楼。 8、 Take the lift to the third floor. 乘电梯到三楼。 9、 The lifts are in the lobby near the main entrance. 电梯间在大厅靠大门外。 10、Lets take the elevator up to the secondfloor. 让我们乘电梯上二楼。,11、Where is the toilet? 卫生间在哪？ 1
14、2、There is a washroom at the end ofthe corridor.洗手间在走廊尽头。 13、You first, please. 您先请。 14、Walk straight ahead.一直往前走。 15、Turn left ( right ).往左（右）转。 16、Go upstairs (downstairs). 上（下）楼。,第一章 客房预订,How much is the room? 房租是多少钱？Id like to extend my reservation for one more night. 我想将预定再延长一晚We will extend th
15、e reservation for you.我们会为您延长预定的,Shall I make a reservation for you now?我现在为您预订好吗？When did you make the reservation?您什么时候预定的In whose name was the reservation made?这项预定是用谁的名字订的,Your room is confirmed.您的预定已经得到确认Do you have one single room for two nights?我想订俩个晚上的单人房一间行吗？Id like to reserve a room. 我想订个房
16、间。,Which date will that be?要订在什么时候？How many nights do you wish to stay?您希望住几晚？,Room Reservation（经典对话）A：Good morning! Room reservations, may I help you? B：Yes, Id like to reserve a room. A：Thank you, sir. For which date and howmany guests will there be in your party? B：From April,16th to 20th. Just m
17、y wife and myself. A：From April, 16th to 20th. And which kind of room would you prefer, sir?,B：twin, please. A：Could you hold the line please. I willcheck our room availability. Thank you for waiting sir. We have a twin room at 368 yuan per night. Wouldthat be all right? B：Ok, Ill take it. A：Thank y
18、ou, sir. May I have your name and phone number, please?,B：Sure, my name is Aron Johnson. My phone number is 32425827. A：Mr. Aron Johnson. Phone number is 32425827. Excuse me, how do youspell your first name? B：Its double A-r-o-n. A：Double A-r-o-n. Thank you Mr. Johnson. May I know your arrival time
19、on April, 16th. B：Around 9pm.,A：Mr. Johnson. For the unguaranteedreservation, we can only hold the roomby 6pm. Because it is the peak seasonnow. If you make the guaranteed reservation, we can hold the roomovernight. Would you like to make a guaranteed reservation by credit card? B：Fine, do you accep
20、t American express? A：Yes, may i know the number? B：Its 134948.,A：Thank you Mr. Johnson. Youve made guaranteed reservation in Jinhua Hotel. From April,16th to 20th for five nights. If you cant arrive at scheduled. Please inform us before 6pm on April, 16th. Thank you for calling. And we look forward
21、 to serving you.,第二章 登记入住,Did you make a reservation? 您预订房间了吗？Do you have a reservation? 您预订了吗？May I have your name, please? 您能告诉我您的名字吗？,For which dates do you want to book the rooms? 您想订哪几天的房间呢？What time will you be arrive? 您将在何时到达？We have single rooms, double rooms, suites and deluxe suites in our
22、 hotel. 我们宾馆有单间、双人间、套间和豪华套间。,A double room costs 368 Yuan per night. 双人房的房价是每晚368元。Breakfast is also included.早餐也包括在内。What kind of room would you like to reserve? 您想订哪种类型的房间?,A single room or a double room? 要单人间还是双人房间？May I have your name, please? 请问您的姓名。How long will you be staying? 您将要住多久？,How wou
23、ld you like to make payment /settle your bill? 您打算如何付款呢？In cash/By credit card May I see your passport, please? 请出示您的护照。,Could you fill in this form, please? 请填写这份表格。 Could you sign your name, please? 请签上您的姓名。 This is / Heres your key card. 这是您的匙牌。 Your room number is 246 on the second floor. 您的房间号码
24、是二楼的246室。,If you leave after 6:00 p.m, youll have to pay the full account.晚上六点以后退房,按全天收费计算.I feel terribly sorry. This is the busiest season and all kinds of rooms are fully booked. 非常抱歉，这个季节人多，各种房间都订满了。,经典对话 C=Front Office Clerk 前台服务员 G=Guest 顾客 C: Good afternoon. Welcome to Jinhua hotel. May I hel
25、p you?下午好！欢迎光临锦华大酒店。能为您效劳吗？ G: Yes, Id like check-in, please.我要登记住宿。 C: Certainly, Sir. May I have your name, please?好的，先生。请问大名？ G: Im Lawrence Brown.我叫劳伦斯 布朗。,C: Do you have reservation with us. Mr. Brown?布朗先生，您预订了房间了吗？ G: Yes, from tonight.是的，预订了。从今晚开始。 C: Just a moment please. Ill check our reser
26、vation record. (After a while) Thank you for waiting, Mr. Brown. Your reservation is for a twin from March 5th to 7th for three nights. Is that right?请稍后，我检查一下预订记录。（过了一会儿）让您久等了，布朗先生，您预订了从3月5日到7日3个晚上的双床间，是这样的吗？,G: Exactly. 对。 C: Could you fill out the registration form, please? 请填写这张登记表好吗？ G: Fine (F
27、ill the form)好的（填写表格） C: How would you like to make payment?您打算如何付款呢？ G: By American Express Card.用美国运通信用卡。,C: May I take a print of the card, please?请让我划印一下你的卡，好吗？ G: Sure, here you are.好的，给你。 C: Thank you, Mr. Brown. Your room number is2809. Thats on the 8th floor. Please enjoyyour stay. 谢谢您，布朗先生。
28、您的房间是9楼的2809房， 希望您住得愉快。,第三章 结账退房,经典对话 (C= Cashier G=Guest) C: Good morning, sir. May I help you? G: Yes, Id like to check out. C: Certainly sir. May I have your room key,please? G: Sure, here it is. C: Just a moment, please.Ill draw up your bill for you. (After a while),C: Mr. Johnson, your bill tot
29、als US $520. How would you like to make the payment? G: By credit card. Do you accept Visa? C: Yes, Mr. Johnson. G: Here you are. C: (Print the card) Could you sign here, please? G: Sure. C: Thank you, Mr. Johnson. Here is your credit card and your receipt. Have a nice trip.,结账基本应对,Just a moment, pl
30、ease. The cashier will have your bill ready in a moment. 请稍等，收银员马上会准备好您的账单。 I will calculate/draw up the bill for you. 我帮您结帐单。 How would you settle the bill/ make payment? 您打算如何付账呢？,In cash/ By credit card. 用现金、信用卡。Thank you for waiting, Mr. Lee, here is your bill. Would you like check? 让您久等了，李先生。这是
31、您的账单，您要核对一下吗？May I have an invoice? 可以给我开张发票吗？,Certainly, sir. May I know the name of your company? 当然可以，先生。请问贵公司宝号？ Could you sign your name here, please? 请您在这儿签名，好吗？Heres your change and receipt/invoice. 这是您的零钱和收据/发票。,外币兑换,* Id like to change these US dollars into RMB. 我想把这些美元兑换成人民币。 * Could you f
32、ill out this form, please? 请您填写这张表格好吗？ * The exchange rate of US dollar to RMB is 100:823, that will give you RMB XX yuan. 美元兑人民币的汇率是100：823， 那就是要给 您xx元人民币。,* Would you like it in small or large bills? 您想要小额还是大额的钞票？ We have a change limit of US$ XX between 9 p.m. and 8 a.m. 在夜晚9点到早上8点之间，我们有xx美元兑换限额。
33、 You may go to the Bank of China to change your money. 您可以到中国银行去兑换。,If we change large amounts, our cash supply runs out and we re unable to oblige our other guests. 如果兑换大额的款项而造成资金短缺，那么我们 就无法为其他客人提供服务了。 We hope you can understand. 希望您能谅解。,关于延迟退宿,If you check out after 12:00 at noon, youll have to pa
34、y all of the rate. 如果您在中午12点之后退宿，就得付半天的房费。 If you check out after 6:00 p.m., youll have to pay the full rate. 如果您在下午6点之后退宿，就得付一天的房费。,送别客人,Have a nice trip. 祝您旅途愉快。 We hope to enjoy your stay. 希望您在这儿住的愉快。,第四章 电话服务,电话服务,一、经典对话 Good evening, information desk, may I help you sir? Yes, I have something u
35、rgen to speak to Mr. William hoover brown, but I forgot his room number. I see sir , I will check it for you. How do you spell his name please? w-i-l-l-i-a-m, h-o-o-v-e-r ,William hoover,Thank you sir , just a minut please. Thank you for waitting sir. Mr Hoover is stay in room 1027,are you calling f
36、rom outside sir? No, its house phone. I am afraid we can not transfer room to room calls, could you make the call derectly please? You may dial 0 first and then the room number. All right , thank you You always welcome, sir,could you put me through to room 203.请帮我接通203号房好吗？whom would you like to spe
37、ak with ?您想找哪一位？Id like to speak to Mr. Brown.我想请布朗先生听电话,how do you spell his name please?请问他的名字怎么拼？ could you repeat that please?请再说一次好吗？ could you speak more slowly please?请说慢一点好吗？ could you speak a little louder please?请说大声一点好吗？,could you hold the line please?请别挂断好吗？could you put me through to ro
38、om reservation？ western restaurant desk / to room service please?你能帮我接通客房预订部/餐厅预订处/客房送餐服务部吗？,just a moment please?请稍侯Ill put you through 我这就为您转接过去go ahead, you through.请讲，您的电话已接通。,could you page him for me ?请帮我用广播叫他好吗？Im afraid your party was cut off.对方恐怕已经挂断了Did he give his name?他有没有留下名字？,Im afraid
39、 the line is busy./ Im afraid the line is engaged. 恐怕电话正占线Im afraid there s no guest with that name./ Im afraid theres no ployee with that name / Im afraid theres no restuarent with that name.恐怕没有叫那个名字的客人/职员/餐厅,酒店内部转接电话,Could you put me through to room2127 please? 请帮我接通2127号房好吗？Im afraid there is no
40、 reply from room 2127 恐怕2127房没有人接听。Could you try again? 你能再试一次吗？I ll sent someone to help you.,Id like to call my friend in his room, what shall I do ?我想打电话到朋友的房间，该怎样打？ From the house room, please dial the room number derectly.打内线请直拨房号 Im afraid there is still no reply.恐怕还是没有人接听。,Would you like to l
41、eave a message?您给他留言好吗？Ill put you through to the message desk.我帮您接通留言台。Im afraid you dial the wrong number.您恐怕拨错号码了。,We have no room with that number我们并没有那个号码的房间。 Whore you calling please? 请问您要找谁？ Which country are you calling ?请问您是要打到哪个国家？ Youre through电话接通了 please dial extension 352 请拨分机352,订叫醒电话
42、,Id like to have a morning call for tomorrow morning我想订个明天早上的叫醒. at what time?几点呢？ at what time shall we call you?我们该什么时候叫您起床？,The phone number of our hotel is 2088888. 我们宾馆的电话号码是2088888。 Please dial 9 before you dial the number. 拔号码前请先拔9。 For local telephone calls, please press 9 first and then dia
43、l the number. 若打本地电话，请按9，然后再拔号。,We are open from 6 in the morning to 11 in the evening. 我们的营业时间是从早上6：00到晚上11：00。 Theres wifi at the lobby area.大堂范围内有无线网络。 I want to use the internet. 我想上网。 You can use the WIFI in the lobby. 您可以在大堂获取WIFI上网。,How do I get an internet connection? 我怎样才能上网?,A Hello! Can y
44、ou tell if there is aninternet connection in the hotel? A 你好！请问在旅馆里可以上网吗？ B Yes, sir. There is. B 是的，先生。可以。 A What should I do? A 我该怎么做？ B Theres an internet cable in your room. Just connect it to your laptop. B 在你的房间里有网线。把它和你的笔记本接起来就可以了。,A OK, and thats all? Do I have to do anythingelse?好的，就这些吗?我还需
45、要做什么吗？ B Yes, you need a password to connect tothe hotel internet. The password is 。.是的，上网需要密码。密码是。 A OK. That sounds clear and simple. Thank you.好的。听起来清楚简单。谢谢你。 B Youre welcome. Just call again if you have any problems.不客气。如果你有什么问题再打电话来。,五 物品寄存服务,经典对话 B=Bellman of Cloakroom 寄存处服务员 G=Guest 顾客 B:Good
46、 afternoon.Can I help you? 下午好，有什么能为您效劳吗？ G:Id like to leave this bag with you. 我想把这个袋子存在你这儿 B:Certainly sir.Is there anything valuable or breakable in it? 好的，先生。请问袋子里头有贵重或易碎物品吗？ G:Ur.There is a necklace in it. 嗯.有条项链,B: Would you mind taking the necklace with you,or leaving it at the safety deposit
47、 box?您是否介意自己带着这条项链或者把它放在保险 箱里呢？ G: Well, dont bother. Ill take it with me. Will that be all right?唉，别麻烦了，我自己拿着它吧。这样可以了吗？ B: Thank you, sir. Here is your tag. This cloakroom is open till 11:00pm,could you pickit up by then?谢谢您，先生。这是您的取物牌。本寄存处开放到晚上11点，您在那以前来领取好吗？ G: Sure. Thank you. 好吧，谢谢。 B: With ple
48、asure, sir. 非常乐意为您服务，先生。,Id like to leave this bag with you.我想把这个袋子寄存在你这儿。 Is there anything valuable or breakable in it?请问这里面有贵重或易碎物品吗？ Would you mind taking the valuables with you, or leaving them at the safety deposit box?您是否介意自己带着贵重物品或者把它们放在保险箱里呢？,Here is your tag.这是您的取物牌。You are expected to pro
49、duce the tag when you collect your bag.您来拿袋子的时候要出示取物牌。This cloakroom is open till.,could you pick it up by then?本寄存处开放到.，您在那以前来领取袋子好吗,Is this the correct number of bags? 请您清点一下行李够吗？ Here is your handbag tag! 这是您的行李寄存卡。 Im very sorry to have kept you waiting? 对不起，让您久等了。 May I have your baggage tag, please? 请出示您的行李牌？,
