1、酒店常用英 语词汇 服务台常用词汇management 经营、管理market price 市价cashiers desk 兑换处coin 硬币accounting desk 帐务处check_out time 退房时间voucher 证件price list 价目表check, cheque 支票sign (动) 签字interest 利息form 表格 reservation 预订reception desk 接待处tip 小费reservation desk 预订处luggage office 行李房per thousand 千分之spare (形)多余的postpone (动) 延期c
2、ancel (动)取消travellers cheque 旅行支票pay (动)付款fill (动)填写 administration 管理、经营note 纸币registration desk 入宿登记处lobby 前厅luggage rack 行李架visit card 名片identification card 身份证rate of exchange 兑换率conversion rate 换算率charge (动)收费bill 帐单change money 换钱 procedure 手续、程序information desk 问询处luggage label 行李标签overbookin
3、g 超额订房per cent 百分之 reasonable (形) 合理的cash (动)兑换keep (动)保留、保存bank draft 汇票accept (动)接受procedure fee 手续费fill in the form 填表 电讯服务operator 电话员house phone 内部电话special line 专线dial a number 拨号码hold the line 别挂电话cant put somebody through 接不通ordinary telegram 普通电话 receiver 听筒city phone 城市电话telephone number 电
4、话号码replace the phone 挂上电话Line, please. 请接外线。The line is busy(engaged) 占线。send a telegram(cable) 发电报 long distance 长途电话telephone directory 电话簿call somebody up 打电话给某人cant hear somebody 听不见cant get through 打不通inland telegram 国内电报ordinary mail 平信 switchboard 交换台central exchange 电话总局The connection is bad
5、. 听不清。express telegram 加快电报special despatch 专电registered fee 挂号邮资postcard 明信片 客房设备、用品escalator 自动楼梯 bookshelf 书架ground floor (英)底，层，一楼 cabinet 橱柜switch 开关venetian blind 百叶窗帘 curtain 窗帘wastebasket 字纸篓 tea trolley 活动茶几night table 床头柜first floor (英)二楼，( 美)一楼folding screen 屏风hanger 挂钩 plug 插头wall_plate
6、壁上挂盘Chinese painting 国画 elevator, lift 电梯drawer 抽屉second floor(英) 三楼，(美)二楼 spring 弹簧cushion 靠垫，垫子 socket 插座，插口sitting_room 起居室voltage 电压 floor 楼层，地板carpentry (总称) 木器 tea table 茶几bedclothes 床上用品 quilt 被子mattress 床垫 thermos 热水瓶 transformer 变压器Basic english for hotel service称谓：1、 直接称谓：Mr.XXX, Mrs.XXX,
7、Ms.XXX, Miss.XXX, Sir, Madam, Gentlemen, Lady, young gentleman.2、 间接称谓：the lady with you, the gentleman with you, that lady, that gentleman.问好：1、 Good morning, sir/madam早上好！先生/ 夫人。2、 Good afternoon, sir/madam下午好！先生/ 夫人。3、 Good evening, sir/madam晚上好！先生/ 夫人。4、 How are you today, sir? 回答：Thank you. And
8、 you?先生，今天一切都好吗？ 很好，谢谢。你呢？ 欢迎：1、 Welcome to the Guangdong Foreign Businessmen Club/Hotel.欢迎光临外商活动中心。2、 Welcome to our restaurant.欢迎光临我们酒店。3、 Were glad to see you again.我们很高兴能再见到您。询问/征询：1、 May I have your name, please?请问您叫什么名字？2、 Your initials, please?请问您的名字首写字母？3、 May I have your first name?请告诉我您的名字
9、。4、 May I take your order now?我现在为您下单好吗？5、 May I have your room number?请您告诉我您的房间号，好吗？6、 May I have your signature, sir?here please.先生，请您把名字签这儿，好吗？7、 May I know who Im talking with?(打电话时用)请问您是哪位？8、 May I ask who is next?请问下一位是哪位？9、 May I be of service, madam?请问这位夫人，我能为您做些什么？10、 May I recommend our, s
10、ir?先生，我能为您推荐我们11、 May I help you withmadam?夫人，我能帮您做12、 Would you like me to book a for you?需要我为您订13、 Would you like to sit by the window?您喜欢坐在靠窗边的位置吗？14、 Would you like to have a cup of tea?来杯咖啡如何？15、 Is there anything else I can do for you, madam?这儿需要我帮忙吗？16、 How about a您觉得怎样？祝愿/祝福：1、 Have a pleasa
11、nt stay at our hotel, sir.愿您在我们中心，一切顺心开心。2、 Have a pleasant stay with us, madam.夫人，愿您和我们在一起开开心心。3、 Have a nice day!祝您今天一切都好！4、 Have a pleasant evening.愿您拥有一个愉快的晚上。5、 Have a good weekend!周末愉快！6、 Have a good day.祝您今天一切都好！7、 Enjoy your stay/day.愿您在这儿玩得开心。8、 Happy New Year!新年快乐！9、 Merry Christmas!圣诞快乐！1
12、0、 Happy Birthday!生日快乐！对一般祝愿的回答：1、 You too, Mr也希望您也一样2、 The same to you, sir/madam.也希望您也一样。致谢：1、 Thank you.谢谢。2、 Thank you very much.非常感谢。3、 Thank you for telling us.感谢您的慷慨陈词。4、 Thank you for your compliment.谢谢您的赞美。5、 Thank you for coming.感谢您的到来。6、 Thank you for calling.谢谢您打电话给我。7、 Thank you for wai
13、ting.谢谢您在此等我。8、 Thank you for being so understanding.理解万岁。9、 Thats very kind of you. Thank you very much.非常感谢。对致谢的回答1、 You are welcome.不用谢。2、 With pleasure.这是我的荣幸。3、 My pleasure.这是我们荣幸。4、 Thank you.谢谢。5、 Glad to be of service. Please feel free to contact us anytime.很高兴能为您服务，有需要请随时联系我们。致歉：1、 Excuse m
14、e.不好意思，打扰了。2、 Im awfully sorry.我感到十分的抱歉。3、 I beg your pardon, sir.先生，您能再说一次吗？4、 Excuse me for interrupting.(不得不打扰客人时)不好意思，打扰了。5、 Sorry to have bothered you.不好意思，打扰了。6、 Im very sorry. There could have been a mistake. I do apologize.非常抱歉，这儿肯定是出错了。真的对不起。7、 Im sorry. Would you excuse me, please.对不起。您能原谅
15、我吗？8、 Im sorry. Im being called.对不起，我得接个电话。9、 Im sorry to have kept you waiting, sir.很抱歉，让您等了我这么久。10、 Im sorry. The house/restaurant is fully booked.很抱歉。中心已经客满了。11、 Im sorry. We have run out of .我感到十分抱歉。我们把 都用完了。对道歉的回答：1、 Thats all right.没关系。2、 It doesnt matter.没关系。指示：1、 Let me show you.让我告诉您。2、 Thi
16、s way, please.这边请。3、 Please dial “0”, sir.先生，请按“0”4、 It will be on your right hand side. You wont miss it.它在您的右手边，您一定能够找到的。5、 Go straight ahead.直走。6、 Go down to the lobby.往下走到大堂。7、 Please take the lift to the 3rd floor.请您乘电梯到三楼。8、 Turn left/right at the first corner.请在第一个转弯角转左/右。提示：1、 Here you are(递
17、东西时)给您。2、 Here we are.(到目的地)我们到了。3、 There comes the taxi.(有的士来时)有部的士来啦。4、 There he is.(发现要找的人时 )他在那。5、 Be aware of the ceiling, sir.当心天花板，先生。表示安慰：1、 Dont worry, madam. Well see to it.夫人，别担心。我们会照顾它的。2、 Ill look into the matter.我会调查这件事的。3、 Ill be with you in a moment.我会很您在一起的。4、 There is no hurry, sir
18、. Take your time.先生，时间充足，请您慢慢5、 It wont be too long, sir.先生，不会花您太多的时间。6、 Please take you time, madam.夫人，不用急，请您7、 Well let you know as soon as there is any available.如果真的还有空房，我们会尽快通知您。8、 Ill report it to my manager.我将向我的经理汇报。表示乐意效劳：1、 Very good, sir. Ill be glad to help.非常好，先生。我很乐意帮您。2、 Certainly, ma
19、dam. Ill be happy to do it.当然，我很乐意去做这件事。3、 Yes, I will.是的。我很乐意去做这件事。4、 Yes, certainly, just leave it to us, sir.当然。您就将这件事留给我们去做吧。5、 Glad to be of service. Please feel free to contact us anytime.很高兴为您服务。有需要请随时通知我们。6、 My name is , if there is anything I can do for you, just let me know.我的名字是，如果有事需要我帮忙
20、请告诉我。 表示婉拒：1、 Im afraid such information is confidential.很抱歉。这是保密资料。2、 Thats very kind of you, but no, thank you.你真好，但我真的不需要。谢谢。3、 That wont be necessary, sir, but thank you all the same.先生，这完全不需要。但我依然要感谢你。4、 Im afraid we cannot do that.很抱歉。我帮不到你。肯定答复：1、 Certainly, sir, I will bring it to you right
21、away.当然，先生，我立刻把它拿来给您。2、 We do have available.我们保证切实可用。未肯定时的答复： 1、 Im sorry I cannot guarantee, but Ill do my best.对不起，我不能保证，但我一定会尽我全力去做。2、 Im sorry, madam, Im not sure, but Ill ask my manager/the chef about it for you.对不起，夫人，我不能确定，但我将会问我的经理/ 厨师。3、 If you wait a moment, sir, Ill try to find out.先生，您稍
22、等片刻。我将调查清楚。否定的答复：1、 Im sorry, there is no discount.对不起，我们不提供折扣。2、 Im sorry, madam, Im afraid we dont have any available.对不起，夫人，恐怕我们没有可用的房间了。表示高兴：1、 My pleasure, Im happy everything was to your satisfaction.这是我的荣幸，我很高兴一切都能令您满意。2、 Im glad to hear that. 我很高兴听您这么说。表示遗憾：1、 Im sorry to hear that.我感到很遗憾。2、
23、 Its a great pity.太可惜了。表示关怀：1、 Did you have a nice trip?旅途愉快吗？2、 Are you all right, sir?先生，一切可好？3、 I hope you did not hurt yourself.我希望您不要伤害自己。4、 Would you like to see the doctor?去医院看看医生，好吗？5、 I hope you feel better now.我希望您现在感到舒服些。表示谦让：1、 After you, sir.先生，您先。2、 You first, sir.您先走。请让路：1、 Excuse me,
24、 please.不好意思，请让让。2、 May I come through, please?请问能让我过吗？表示同意：1、 Thats true.那是真的。2、 Absolutely, sir.绝对是的，先生。3、 Exactly, sir.千真万确，先生。表示不同意：1、 Not really. Its good value for the price.并不是这样的。它确实物有所值。表示明白：1、 Yes, I see, sir.先生，我明白。表示不明白：1、 Could you speak slowly, please?您能说慢些吗？2、 Im sorry, I dont quite u
25、nderstand. Should I get the manager?很抱歉，我不是很明白。我能让我经理过来吗？3、 Pardon?请您再说一遍好吗？告别语：1、 Good-bye, and have a nice trip.再见，祝您一路顺风。2、 Thank you for coming.感谢您的光临。3、 Sorry, I have to go. Nice talking with you.对不起，我不得不走了。很您谈话很开心。4、 We all look forward to serving you again.我们期待能再次服务您。5、 Hope you enjoyed stayi
26、ng with us.希望您能和我们一起度过愉快的时光。Name of Hotels Departments 酒店部门名称Accounting Department 财务部 Night Club 夜总会Lobby bar 大堂吧 Music bar 音乐吧Beauty salon 美容中心Business centre 商务中心Cashiers 收银处Chinese restaurant 中餐厅Coffee shop 咖啡厅Engineering department 工程部Food and beverage department 餐饮部Front office reception 前台办公室
27、Housekeeping department 客房部Laundry 洗衣部Recreation department 娱乐部Reservation 订房部Room service 送餐部Security department 保安部Human resource department 人力资源部Training department 培训部Western restaurant 西餐厅Executive Office 行政办公室Public; send someone up to your room right away.我马上派人到你的房间去。20、I cant guarantee anyth
28、ing ,but Ill try my best.我不能保证，但我会尽力而为。21、What can I show you.您要买什么？22、How do you like this fashion (color ,size ,design )?您喜欢这种款式（颜色、尺寸、图案）吗？23、The extra large size of this color is out of stock.这种颜色的特大号已经卖完了。Please try us again tomorrow.请明天再来看看。24、They are altogether 175(one hundred and seventy-fi
29、ve) yuan.共计 175 元。You may pay in cash or with credit card.您可以付现金也可以用信用卡。25、You have made a good choice, you have very good taste.您真会买东西。您眼力真好。Room Reservations预订房间Key Sentences（重点句子）1Id like to book a double room for Tuesday next week下周二我想订一个双人房间。2Whats the price difference？两种房间的价格有什么不同？3A double ro
30、om with a front view is 140 dollars per night，one with a rear view is 115 dollars per night一间双人房朝阳面的每晚 140 美元，背阴面的每晚 115 美元。4I think Ill take the one with a front view then我想我还是要阳面的吧。5How long will you be staying？您打算住多久？6Well be leaving Sunday morning我们将在星期天上午离开。7And we look forward to seeing you ne
31、xt Tuesday我们盼望下周二见到您。8Id like to book a single room with bath from the after-noon of October 4 to the morning of October 10我想订一个带洗澡间的单人房间，10 月 4 日下午到 10 月10 日上午用。9We do have a single room available for those dates我们确实有一个单间，在这段时间可以用。10 What is the rate， please？请问房费多少？11The current rate is 50 per nigh
32、t现行房费是 50 美元一天。12 What services come with that？这个价格包括哪些服务项目呢？13That sounds not bad at all Ill take it听起来还不错。这个房间我要了。14 By the way， Id like a quiet room away from the street if the is possible顺便说一下，如有可能我想要一个不临街的安静房间。Dialogue AA：Room ReservationsGood afternoonB：Id like to book a double room for Tuesda
33、y next weekA：Thats fine， sir A double room for Tuesday， September12th， with a front view or rear view？B：Whats the price difference？A： A double room with a front view is 140 dollars per night，one with a rear view is 115 dollars per nightB：I think Ill take the one with a front view thenA： How long wil
34、l you be staying？B： Well be leaving Sunday morningA： That will be five nights， sirThank you very much，and we look forward to seeing you next TuesdayB： Good Thats all settled then Good-byeA： Good-byeDialogue BA：Advance ReservationsCan I help you？B：Yes，Id like to book a single room with a bath from th
35、e afternoon of October 4 to the morning of October 10A： Yes， we do have a single room available for those datesB： What is the rate， please？A： The current rate is50 per nightB： What services come with that？A： For50 youll have a radio， a color television， a telephone and a major international newspape
36、r delivered to your room everydayB： That sounds not bad at allIll take itA：Very good Could you tell me your name， sir， please？B： Yes， it is MooreA： How do you spell it， please？B： Its M-O-O-R-EA：M-O-O-R-E And what is your address，please？B：It is 3600 Montague Boulevard，Hattiesburg，Mississiippi39401 US
37、AA： Excuse me， sir， but could you speak a little more slowly，please ？B：Sure，no problemIts 3600 Montague Boulevard，Hattiesburg，Mississippi 39401 USAHave you got it？A：Yes，so it is 3600 Montague Boulevard，Hattiesburg，Mississippi 39401 USAB： Thats rightA： What about your telephone number？B：（601） 264-971
38、6 By the way， Id like a quiet room away from the street if that is possibleA：A quiet room away from the street is preferredOKWell mail you a reservation card confirming your booking as soon as possibleWe look forward to your visitB：Thank you and good-byeA：Good-bye Words and Expressionssettle v解决avai
39、lable a可得到的，有用的confirm vt使坚定，认可Mississippi n密西西比（美国州名）At the Entrance 在门口Key Sentences（重点句子）15Welcome to our hotel欢迎光临。16So you have got altogether four pieces of baggage？您一共带了 4 件行李，是不是？17 Let me have a check again让我再看一下。18The Reception Desk is straight ahead接待处就在前面。19After you， please你先请。20Excuse
40、me， where can I buy some cigarettes？劳驾。我到哪儿可买到香烟？21There is a shop on the ground floor一楼有个商店。22It sells both Chinese and foreign cigarettes在那儿可买到中国香烟和外国香烟。23Can I also get some souvenirs there？也可以买到纪念品吗？24There is a counter selling all kinds of souvenirs有个柜台出售各种各样的纪念品。25Excuse me，where is the restau
41、rant？劳驾，请问饭厅在哪儿？26We have Chinese restaurant and a westernstyle restaurantWhich one do you prefer？我们有中餐厅和西餐厅，你愿意去哪个？27Id like to try some Chinese food today今天我想尝尝中国菜。Dialogue A（A car pulls up in front of Huatian Hotel and a doorman（A） goes forward to meet the guests B and C， opening the door of the
42、car for them）A：Good evening， sir and madamWelcome to our hotelMr Bell（B ）： ThanksGood eveningA：（Opening the trunk， taking out the baggage and looking at the name on the baggage tags）Im the doorman， sir So you have got altogether four pieces of baggage？B： Er Maybe five， Margaret（C ）？A：Five ？Oh ， sorr
43、y Let me have a check againC：Oh，no，HenryAlways poor memory！Weve got only fourB：I see（To the doorman） Sorry， boy Youre right Four piecesA： Never mind， sir The Reception Desk is straight aheadAfter you，pleaseB：Yes，thank youDialogue BA： Excuse me Where can I buy some cigarettes？B： There is a shop on th
44、e ground floor It sells both Chinese and foreign cigarettesA：Can I also get some souvenirs there？B：Yes，sirThere is a counter selling all kinds of souvenirsA： By the way， where is the mens room？B：There is one at the end of the corridorA：Thank youB： You are welcomeDialogue CA：Excuse me， where is the r
45、estaurant？B：We have Chinese restaurant and a western-style restaurantWhich one do you prefer？A：Id like to try some Chinese food todayB： The Chinese restaurant is on the second floorA： What are the hours at the restaurant？B：Breakfast 630 to 900 am；Lunch 1130 a mto200 pm ；Dinner 530 to 900 pmA：Thank y
46、ouB： Youre welcomeWords and Expressionscigarette n香烟、纸烟souvenir n纪念品，纪念物corridor n走廊At the Reception Desk在接待处 1Key Sentences（重点句子）28I want a double room with a bath我要一间有浴室的双人房。29How much a day do you charge？每天收费多少？30It is hundred yuan a day including heating fee， but excluding service charge一百元一天，包括供暖费但不包括服务费。31Its quite reasonable收费十分合理。32How long do you intend to stay in this hotel？您准备住多久？33Have you got through with the checkin procedure？你是否已经办
