某星級酒店英語培訓手冊ENGLISHTRAININGMANUAL目錄CONTENTSFOREWORD1前言PARTONE3第一部分COURTESYENGLISH基本禮貌用語PARTTWO22第二部分FRONTOFFICESERVICE前廳服務PARTTHREE35第三部分HOUSEKEEPINGSERVICE客房服務PARTFOUR52第四部分FOODANDBEVERAGESERVICE餐飲服務PARTFIVE71第五部分RECREATIONSERVICE康樂服務前言FOREWORD步入全球知識經(jīng)濟時代后，中國飯店業(yè)與國際接軌日趨緊密。英語作為一種國際語言，是酒店員工與外賓交流的主要語言工具，已成為酒店員工需要掌握的一項基本技能。為進一步提高員工的英語水平，酒店人力資源部特編寫了這本英語培訓手冊，以方便員工隨時學習。學以致用，是我們學習的最終目標。愿您不斷在工作中找到學習的動力，在交流中獲得分享知識的樂趣。人力資源部ASTHEWORLDHASALREADYSTEPPEDINTOTHEERAOFKNOWLEDGEECONOMY,CHINASHOTELINDUSTRYISCLOSELYRELATEDTOTHEINTERNATIONALMARKETENGLISH,AWORDLANGUAGE,FUNCTIONSASAMAINTOOLORABASICABILITYFORHOTELSTAFFTOCOMMUNICATEWITHFOREIGNGUESTSTHISENGLISHTRAININGMANUALISCOMPILEDBYTHEHUMANRESOURCESDEPARTMENTFORTHESTAFFSSTUDYANDIMPROVEMENTPUTWHATWELEARNINTOPRACTICEWISHYOUWOULDOBTAINMOTIVATIONOFTHESTUDYFROMYOURWORKING,ANDBENEFITFROMTHELEARNINGHUMANRESOURCESDEPARTMENT基本禮貌英語COURTESYENGLISH一、歡迎問候語WELCOMEANDGREETING1、GOODMORNINGAFTERNOON,EVENING,SIRMADAM早上（下午，晚上）好，先生（夫人）。2、WELCOMETOOURHOTEL歡迎光臨我們酒店。3、WELCOMETOSTAYINHOTEL歡迎住在我們酒店。4、HOWDOYOUDO您好嗎5、HOWNICETOSEEYOUAGAIN真高興再次見到您。6、IHOPEYOULLENJOYYOURSTAYINGHERE我希望你們在這兒逗留愉快。7、HAVEANICESTAYWITHUS希望您與我們在一起時開心愉快。8、DIDYOUHAVEANICETRIP旅途愉快嗎二、祝賀語CONGRATULATION1、CONGRATULATIONS恭喜您。2、HAPPYNEWYEAR新年快樂。3、HAPPYBIRTHDAYTOYOU生日快樂。4、MERRYCHRISTMAS圣誕快樂。5、WISHYOUEVERYSUCCESS祝您成功。6、WISHYOUGOODLUCK祝您好運。7、HAVEAGOODJOURNEY祝您旅途愉快。8、HAVEANICEWEEKEND祝您周末愉快。三、告別語FAREWELL1、GOODBYE再見。2、SEEYOUTOMORROW明天見。3、WISHYOUCOMEAGAIN希望再次光臨。4、HAVEAGOODTRIPANDSAFTJOURNEY希望您一路平安，旅途愉快。5、GOODBYEANDHOPETOSEEYOUAGAIN再見，希望再見到您。6、HAVEANICETRIP旅途愉快。四、征詢語REQUESTS1、MAYCANIHELPYOU我可以幫您嗎2、WHATCANIDOFORYOU我能為您做什么3、ISTHEREANYTHINGICANDOFORYOU我還能為您做些什么4、WILLITTROUBLEYOU那會麻煩您嗎5、WOULDYOULIKE您喜歡6、WOULDYOUMINDIF7、五、應答語RESPONSES1、YOUAREWELCOME愿意效勞。2、ITDOESNTMATTER沒關(guān)系。3、ISEE我明白了。4、THANKYOUVERYMUCH非常感謝您。5、THANKYOUFORYOUKINDNESS謝謝您的好意。6、ILLDOITFORYOURIGHTAWAY我馬上為您服務。7、IMGLADTOSERVEYOU樂意為您服務。8、SORRYTOHAVEKEPTYOUWAITING,SIR/MADAM很抱歉，讓您久等了，先生/小姐。9、ILLBEWITHYOUINAMOMENT我一會兒就來為您服務。10、THANKYOUFORYOURADVICEINFORMATION,HELP,感謝您的忠告（信息、幫助）。11、六、道歉語APOLOGIES1、EXCUSEME對不起。2、IAPOLOGIZEFORTHIS我為此道歉。3、IMSORRYTODISTURBYOU真抱歉打擾您。4、IMSORRY,ITSOURFAULT對不起，是我們的過錯。5、THANKSFORYOURREMINDING謝謝您的提醒。6、WELLTRYOURBESTTOTAKESOMEMEASURES,SOTHATYOUCANBESATISFIED我們將盡力使您滿意。7、PLEASEFORGETIT,SIR/MADAM請不要放在心上，先生/小姐。8、IMSORRYABOUTIT關(guān)于那件事，我很抱歉。七、婉言推托語REFUSAL1、IMSORRYICANTHELPYOU真抱歉我不能幫您。2、ITSVERYKINDOFYOUBUT您的好意我領了，可是3、THANKYOU，NOWEARENOTALLOWEDTODRINKONDUTY謝謝，但是我們上班時不方便飲酒。八、接聽電話語TELEPHONESENTENCES1、GOODMORNING,RECEPTIONSPEAKINGMAYIHELPYOU您好，總臺，我是某某2、SORRY,YOUVEDIALEDAWRONGNUMBER抱歉，您打錯電話了。3、PLEASEDIALNUMBER，THANKS請撥號碼，謝謝。4、WHOSCALLING,PLEASE請問您是誰5、HOLDTHELINEPLEASE,ILLSEEIFSHEISAVAILABLE6、SORRY,ISTILLDONTUNDERSTANDWHATYOUSAID抱歉，我仍不明白您說什么。7、COULDYOUREPEATTHATPLEASE請您再重復一遍好嗎8、WILLYOUPLEASESPEAKMORESLOWLY請您說的慢一點好嗎10IMSORRY,ICANTFOLLOWYOU抱歉，我聽不懂。九、答謝語THANKSANDANSWERS1YOUREMOSTWELCOME歡迎之至。2WITHPLEASURE這是我們的榮幸。3WEREALWAYSATYOURSERVICE我們隨時為您提供服務。4THANKYOUFORCOMING謝謝光臨。5THANKYOUFORYOURSTAYINGINOURHOTEL謝謝光臨我們酒店。6ITSOURPLEASURETOHAVEYOURSTAYINGWITHUS您來我店是我們的榮幸。7THANKYOUFORSUCHALOVELYGIFT謝謝您給了我這么可愛的禮物。8MYPLEASURE這是我的榮幸。十、指路用語GIVINGDIRECTIONS1AFTERYOUPLEASE,SIRMADAM2GOSTRAIGHTAHEAD,SIRMADAM請筆直走，先生/女士。3THISWAY,PLEASE這邊請。4TURNLEFTRIGHTATTHEFIRSTCORNER在第一個拐口左轉(zhuǎn)（右轉(zhuǎn)）。5PLEASEUSETHEELEVATORTHERE,SIR/MADAM在那邊用電梯，先生/小姐。6PLEASEGODOWNTOTHELOBBYHERE,MADAM/SIR請從這邊下去到大堂，小姐/先生。7ITSONTHESECONDTHIRDFLOOR在二（三）樓。8SORRY,IMNOTSUREIFYOULLWAITAMINUTEILLBEGLADTOFINDOUTFORYOU抱歉，我不能肯定，如果您等幾分鐘，我很樂意為您查清楚9WHENYOURETURNTOTHEHOTEL,PLEASESHOWTHISHOTELCARDTOTHEDRIVER當您回酒店的時候，請把這張酒店卡給司機看。10IWILLTAKEYOUTHERE,SIR/MADAM我?guī)ィ壬?女士。十一、提醒用語REMINDWORDS1PLEASEDONTLEAVEANYTHINGBEHIND請別遺忘您的東西。2PLEASEDONTSMOKEHERE請不要在這里抽煙。3、PLEASEBECAREFUL請當心。十二、情景應對SITUATIONALRESPONSES一可以滿足客人之要求時；1CERTAINLY,SIR/MADAM好的，先生/小姐。2ILLGOANDGETITRIGHTAWAY,SIR/MADAM我馬上去拿來，先生/小姐。3IMMEDIATELY,SIR/MADAM馬上就來，先生/小姐。（二）不能滿足客人之要求時；1IMTERRIBLYSORRY,WEDONTHAVE非常抱歉，我們沒有2AWFULYSORRY,SIR/MADAMWEHAVESOLDOUT實在抱歉，先生/小姐，我們已經(jīng)賣完了。3IMAFRAIDWEDONOTHAVE恐怕我們已沒有（三）一時未能肯定是否能滿足客人之要求時1IFYOUWAITAMINUTE,SIR/MADAMILLTRYTOFINDOUTITFORYOU如果您能等一會兒，先生/小姐，我將盡力找找。2SORRYTOKEEPYOUWAITING,IMPLEASEDTOSAYWEDOHAVE抱歉，讓您久等了，我很高興地說，我們確實有（四）客人征詢你的同意可否拿走某物伯時1CERTAINLY,SIR/MADAMLETMEHELPYOU好的，先生/小姐，讓我來幫您。2GOAHEADPLEASEYOUREWELCOME請拿吧，您可以隨意使用。（五）當不能答允客人的要求時1IAMSOSORRY,WECANTDOTHAT,ITSAGAINSTOURRULES真抱歉，我們不能那樣做。那違反我們的規(guī)定。2IMTERRIBLYSORRY,WEARENOTALLOWEDTODOTHIS我很抱歉，我們不允許這樣做。3IMAFRAIDITSAGAINSTHOTELPOLICY,IMSOSORRY我恐怕這違反了酒店的制度，非常抱歉。（六）當客人由于客氣而給你賞物時1NO,THANDYOUYOUVEVERYKIND不，謝謝您。您真好。2ITSVERYKINDOFYOUBUTWECANTACCEPTITTHANKYOU您非常好心，但我們不能夠接受，謝謝。（七）婉拒客人的要求時1IMSORRYICANTDOIT對不起，我不能做。2IMAFRAIDTHATSNOTPOSSIBLE我恐怕那不可能。3NO,SIR/MADAM,ITISNOTPOSSIBLE不，先生/小姐，那是不可能的。（八）要中斷與客人談話時1IMSORRY,SIRIMUSTGONICETALKINGWITHYOU很抱歉，先生，我必須走了。和您談話真令人愉快。2GOODBYE,SIR/MADAM請原諒我。（九）若客人客氣地與你說聲“有個愉快的周末”等祝賀語的時候；1THANKYOUYOUTOO,SIR/MADAM謝謝您。您也一樣，先生/小姐。2THANKYOUANDYOU,SIR/MADAM謝謝您。您也是，先生/小姐。3THANKYOUTHESAMETOYOU,SIR/MADAM謝謝您。您也一樣，先生/小姐。（十）要打斷客人的談話時，應說1EXCUSEMEFORINTERRUPTING對不起，打擾了。2MAYITAKEUPAFEWMINUTESOFYOURTIME我能占用你們一會兒時間嗎3MAYISPEAKTOYOUFORAMOMENT,SIR/MADAM我能與您談會兒嗎，先生/小姐。（十一）當客人催促時SORRYTOKEEPYOUWAITING,ILLSEETOITRIGHTAWAY抱歉，讓您久等了，我馬上查看。（十二）向客人展示單據(jù)等物時HEREISYOURSIR/MADAM這是您的，先生/小姐。（十三）接受投訴或批評時1THANKYOUFORTELLINGUS,SIR/MADAMIASSUREYOUITWONTHAPPENAGAIN謝謝您告訴我們這些，先生/小姐。我保證今后再也不會發(fā)生這種事情了。2ILLSPEAKTOOURMANAGERABOUTIT,PLEASEACCEPTOURAPLOLGIES我會報告我的經(jīng)理，請接受我們的道歉。（十四）處理錯誤或過失時；1IMRETTIBLYSORRYTHERECOULDHAVEBEENSOMEMISTAKEIDOAPOLOGIZE非常抱歉，一定出錯了，實在對不起。2IMSORRY,SIR/MADAMILLLOOKINTOTHEMATTERATONCE對不起，先生/小姐。我馬上查核這件事。（十五）當你聽不懂時1IMSORRYIDONTUNDERSTANDILLGETYOUTHEMANAGER對不起，我不明白，我去叫經(jīng)理來。2IMSORRY,IDONTUNDERSTANDCANYOUSHOWME對不起，我聽不懂，請問您能給我看嗎（十六）請客人作某種事情時1COULDYOUSIGNHERE,PLEASE請問您能（在這兒簽名）嗎2MAYIASKYOUTORETURNIN5MINUTES,SIR/MADAM我能請您（在五分鐘內(nèi)返回）嗎，先生/小姐3COULDIHAVEYOURNAME,SIR/MADAM能告訴我您的名字嗎，先生/小姐（十七）聽到對客人不利的事時IMSORRYTOHEARTHATIHOPEYOUWILLBEBETTERSOON真抱歉聽到這個消息，希望您很快就會好起來。（十八）當你知道客人一個好消息時IMGLADTOHEARTHAT很高興聽到這個消息。（十九）當客人因為自己動作慢、手腳不靈或殘疾而感到困窘時1PLEASETAKEYOURTIME,SIRTHERESNOHURRY請慢慢來，先生。不用忙。2DONTWORRY,MADAMWELLSEETOIT不必擔心，夫人。我們會料理的。3DONTWORRY,SIRWELLCLEANITUP不必擔心，先生。我們會把它收拾干凈的。（二十）當客情忙，你不能同時招呼兩位客人時；ILLBEWITHYOUINAMOMENT,SIR/MADAM我一會兒就為您服務，先生/小姐。（二十一）當人手短缺而外賓需要服務時1ILLBEWITHYOUINMOMENT,SIR我一會兒就來招呼您，先生。2ILLSORRYIMUSTTAKEEACHGUESTBYTURN,SIR很抱歉，我必須按先后次序為顧客服務，先生。3ILLBEWITHYOUASSOONASPOSSIBLE我將盡快來為您服務。十三、酒店部門名稱NAMESOFTHEHOTELSECTIONSDEPARTMENT部門EXECUTIVEOFFICE行政辦ENGINEERINGDEPT工程部HUMANRESOURCESDEPT人力資源部ACCOUNTINGDEPT財務部FOODBEVERAGEDEPT餐飲部SECURITYDEPT安全部SALESMARKETINGDEPT市場部FRONTOFFICEDEPT前廳部RECREATIONDEPT康樂部PUBLICRELATIONSDEPT公關(guān)部HOUSEKEEPINGDEPT管家部RESERVATION預訂處BUSINESSCENTER商務中心RECEPTION接待處INFORMATION問詢處CASHIERS收銀處CHINESERESTAURANT中餐廳WESTERNRESTAURANT西餐廳LOBBYBAR大堂吧BEAUTYSALON美容中心NIGHTCLUB夜總會SWIMMINGPOOL游泳池SAUNA桑拿SHOPPINGMALL購物中心CLINIC醫(yī)務室MULTIFUNCTIONHALL多功能廳CHATTINGBAR聊天吧REFLEXOLOGYSERVICECENTER足浴中心TABLETENNISROOM乒乓球室BILLIARDSROOM桌球室FITNESSCENTER健身中心TENNISCOURT網(wǎng)球場ROSEGARDEN玫瑰花園CHESSANDCARDSROOM棋牌室GRANDPASTRY名都餅屋LONGBAR廊吧FOURSEASONSCHAMBER四季軒COOKFUNTOWN國風堂YIGARBAR頤年雪茄吧NEWCENTURYHALL開元廳GRANDDYNASTYHALL競潮廳MONTALCINOGRILL夢迪西諾扒房POSITION職位GENERALMANAGER總經(jīng)理RESIDENTMANAGER駐店經(jīng)理DIRECTOR總監(jiān)MANAGER經(jīng)理ASSISTANTMANAGER大堂副理SUPERVISOR主管CAPTAIN領班CASHIER收銀員ROOMATTENDANT客房服務員CLERK職員WAITRESS餐廳女服務員WAITER餐廳男服務員OPERATOR話務員BELLBOY行李員DRIVER司機RECEPTIONIST接待員SECRETARY秘書REPAIRMAN維修員十四、節(jié)日和慶祝日FESTIVALANDCELEBRATIONSPRINGFESTIVAL春節(jié)LANTERNFESTIVAL元宵節(jié)NEWYEARSDAY元旦CHRISTMASDAY圣誕節(jié)THANKSGIVING感恩節(jié)VALENTINESDAY情人節(jié)EASTER復活節(jié)MIDAUTUMNDAY中秋節(jié)BIRTHDAY生日ANNIVERSARY周年紀念日INTERNATIONALLABORDAY國際勞動節(jié)INTERNATIONALCHILDRENSDAY國際兒童節(jié)WESTLAKEEXPOSITION西博會QIANTANGTIDALBOREFESTIVAL錢塘觀潮節(jié)十五、旅游景點SCENICSPOTSWESTLAKE西湖LINYINGTEMPLE靈隱寺YUESTOMB岳廟FUTUREWORLD未來世界SONGDYNASTYTOWN宋城YELLOWDRAGONCAVE黃龍洞TAIZIBEND太子灣公園XILINGSEALENGRAVERSSOCIETY西泠印社HANGZHOURECREATIONALPARK杭州樂園ORIENTALCULTUREPARK東方文化園HOUSEHOLDSINTHEHILLS山里人家KUAHUBRIDGECULTURALSITE跨湖橋文化遺址RENMINSQUARE人民廣場LIANGZHUCULTUREMUSEUM良渚文化博物館SPRINGDAWNATHSUCAUSEWAY蘇堤春曉BAMBOOLINEDPATHATYUNQI云棲竹徑BREEZERUFFLEDLOTUSATQUYUANGARDEN曲苑同荷SWEETOSMANTHUSRAINATMANJUELONGVILLAGE滿隴桂雨AUTUMNMOONOVERTHECLAMLAKE平湖秋月DREAMINGOFTIGERSPRINGATHUPAOVALLEY虎跑夢泉MALTINGSNOWATBROKENBRIDGE斷橋殘雪INQUIRINGABOUTTEAATDRAGONWELL龍井問茶ORIOLESSINGINGINTHEWILLOWS柳浪聞鶯NINEGREEKSMEANDERINGTHROUGHAMISTYFOREST九溪煙樹VIEWINGFISHATFLOWERHARBOR花港觀魚HEAVENLYWINDOVERWUHILL吳山天風LEIFENGPAGODAINEVENINGGLOW雷峰夕照RUANGONGISLETSUBMERGEDINGREENERY阮墩環(huán)碧TWINPEAKSPIERCINGTHECLOUD雙峰插云YELLOWDRAGONCAVEDRESSEDINGREEN黃龍吐翠EVENINGBELLRINGINGATNANPINGHILL南屏晚鐘CLOUDSSCURRYINGOVERJADEEMPERORHILL玉皇飛云THREEPOOLSMIRRORINGTHEMOON三潭印月PRECIOUSSTONEHILL寶石流霞前廳服務FRONTOFFICESERVICE一、關(guān)鍵詞語KEYWORDSLOBBY大堂EMERGENCYEXIT緊急出口SAFETYBOXES保險箱PRESIDENTIALSUITE總統(tǒng)套房SINGLEROOM單人間STANDARDROOM標準間CHECKIN登記入住CHECKOUT退房REGISTRATIONFORM登記卡ROOMCHARGE房價SERVICECHARGE服務費DISCOUNT折扣IDENTIFICATION身份證OPERATOR總機ELEVATOR電梯DEPOSIT定金PASSPORT護照TARIFF房價表BAGGAGE/LUGGAGE行李FACESOUTH朝南TROLLEYCART行李車SPECIALRATE優(yōu)惠價ARRIVALTIME到達時間DEPARTMENTTIME離開時間FLIGHTNUMBER航班號MESSAGE留言ENVELOPE信封RECEIPT收據(jù)CHEQUE支票BREAKFASTVOUCHER早餐券CREDITCARD信用卡MORNINGCALL叫醒服務二、基本句型BASICSENTENCES1DOYOUHAVEARESERVATION/HAVEYOUARESERVATION您預訂過嗎2HOWLONGWILLYOUBESTAYING您將要住多久3MAYIKNOWYOURNAMEANDROOMNUMBER您能告訴我您的名字與房間號碼嗎4HEREISYOURKEYCARD,PLEASEKEEPITUNTILYOUCHECKOUT這是您的鑰匙卡，住店期間請包管好。5THANKYOUFORCALLINGWELOOKFORWARDTOSERVINGYOUGOODBYE謝謝您打電話來，我們期待為您服務，再見。6TOWHOMSHOULDWESENDTHEBILL我們應該把帳單寄給誰7WEAREFULLYBOOKEDFORALLTYPESOFROOMSONTHATNIGHT那天晚上各種類型的房間都預約額滿了。8WEHOPEWELLHAVEANOTHEROPPORTUNITYOFSERVINGYOU我們希望另有機會為您效勞。9COULDYOUSHOWMEYOURPASSPORT,PLEASE能出示一下您的護照嗎10DONTWORRYSIRILLCALLOURASSISTANTMANAGERTOHELPYOUNOW別著急，先生。我傳呼大堂副理來幫您。11OURBELLBOYWILLYOURBAGSANDSHOWYOUTHEROOM我們的行李員會幫您拿行李，并領您去房間。12IMAFRAIDITSAGAINSTTHEHOTELSREGULATIONS很抱歉，這違反酒店的規(guī)章制度。13WELLHAVETOCHARGEYOU50PERCENTOFTHEROOMRATEEXTRA,IFYOUCANTCHECKOUTBEFORE1200AM中午1200前未離店的客人需加收50的房費。14ISTHEREANYTHINGVALUABLEORBREAKABLEINYOURBAG您包里有貴重或易碎物品嗎15YOUCANGETYOURMONEYCHANGEDATTHECASHIERSDESK您可以去收銀處兌換錢。16IMSORRY,SIRTHEREHASBEENAMISTAKEPLEASEWAITAMOMENTWHILEICORRECTTHEBILL對不起，先生，這里有些錯，請您稍候，讓我更正一下。17ITTAKESABOUT30MINUTESBYTAXITOTHEXIAOSHANAIRPORTTHECHARGEIS100YUAN到蕭山機場大約需要30分鐘，費用是100元。18PLEASEGIVETHESLIPTOTHETAXIDRIVERANDHELLTAKEYOUTHERE請把這張字條交給出租車司機，他會送您到那里的。19HEREISABROCHUREEXPLAININGHOTELSERVICES這兒用說明酒店的服務手冊。20THEREARESAFETYDEPOSITBOXESATTHEFRONTDESK總臺有存放貴物品的保險箱。21ASAHOTELPOLICY,WEREQUIREONEDAYSROOMCHARGEASDEPOSITFORGUESTSWITHOUTRESERVATION根據(jù)酒店規(guī)定，對于沒有預訂的客人，我們要收一天的費用作為押金。22DOYOUNEEDAMAPORHOTELCARD請問您要地圖或是酒店名片嗎23SIR,YOUMAYKEEPTHEROOMUNTILSIXOCLOCKINTHEAFTERNOON,BUTIMAFRAIDIHAVETOCHARGEYOUAHALFDAYSROOMCHARGEACCORDINGTOTHEHOTELPOLICY先生，您可將房間保留至下午6時，但根據(jù)賓館規(guī)定，恐怕我們要收半天房租。24SORRY,WEHAVENODOMESTICCOLLECTCALLSERVICEYOUHAVETOPAYFORTHECALLYOURSELF對不起，國內(nèi)電話是沒有對方付費的，您得自己付款。25FOROUTSIDECALLS,PLEASEPRESS9FIRSTANDWHENYOUHEARTHEDIALINGTONE,PRESSTHENUMBERYOUWANT打外線請先按9，聽到聲響后再按您的要的號碼。26YOUDBETTERREQUESTAMORNINGCALL您最好要求叫醒服務。27WOULDYOULIKEMETOCALLATAXIFORYOU請問需要幫您叫車嗎28WELLSENDYOURORIGINALCOPYTOYOURROOMAFTERWEHAVEFAXEDTHAT我們發(fā)出傳真后，會把您的原文送到您房間去的。29ISTHEREANYTHINGVALUABLEORBREAKABLEINYOURBAG您包里有貴重或易碎物品嗎30PLEASEPAYATTHECASHIERSDESKOVERTHERE請去那邊帳臺付款。三、情景對話CONVERSATIONAROOMRESERVATIONRESERVATIONISTNEWCENTURYGRANDHOTEL,RESERVATIONDESKCANIHELPYOUGUESTIANCALLINGFROMPARISIDLIKETORESERVEAROOMINYOURHOTELRWHATKINDORROOMWOULDYOULIKE,SIRWEHAVESINGLEROOMS,DOUBLEROOMS,SUITESETC,GASUITE,PLEASERWHICHDATEWOULDTHATBEGFROMOCTOBER15TH,ANDFORTHREENIGHTSROK,SIRCOULDYOUHOLDTHELINE,PLEASEILLCHECKOURROOMAVAILABILITYFORTHOSEDAYSTHANKYOUFORWAITING,SIRYOURROOMISCONFIRMEDWOULDYOULIKEBREAKFASTGYES,OFCOURSERCANYOUGIVEMEYOURNAMEPLEASE,SIRGGEORGEBROWNRMRBROWNMAYIHAVEYOURPHONENUMBERPLEASEGYES,THENUMBERIS00313212345RWHATTIMEDOYOUEXPERTTOARRIVEMRBROWNGOH,AROUND6PMISUPPOSERMR,BROWNIDLIKETOCONFIRMYOURRESERVATIONASUITEROOMFORTHREENIGHTSFROMOCTOBER15THTO17TH,THEPHONENUMBER003313212345AMIRIGHTGYES,THANKYOURYOUAREWELCOMEWELOOKFORWARDTOSERVINGYOUBREGISTRATIONCLERKGOODAFTERNOONWELCOMETOTHENEWCENTURYGRANDHOTELMAYIHELPYOU,SIRGUESTYES,IDLIKETOCHECKIN,PLEASECCERTAINLY,SIRMAYIHAVEYOURNAME,PLEASEGYES,ITSGEORGEBROWNCDOYOUHAVEARESERVATIONWITHUS,MRBROWNGYESCJUSTAMOMENT,PLEASEILLCHECKOURRESERVATIONRECORDTHANKYOUFORWAITING,MRBROWNYOURRESERVATIONISFORASUITEFORTHREENIGHTSCOULDYOUFILLOUTTHEREGISTRATIONSCARD,PLEASEGOK,THANKYOUCHOWWOULDYOULIKETOMAKEPAYMENT,MRBROWNGBYCREDITCARDCMAYITAKEAPRINTOFTHECARD,PLEASETHANKYOU,MRBROWNYOURROOMIS3706ONTHE37FLOORJUSTAMOMENTPLEASEABELLBOYWILLSHOWYOUTOYOURROOMIHOPEYOUWILLENJOYYOURSTAYCDEPOSITINGBAGSGUESTIDLIKETOLEAVETHESEWITHYOUBELLMANCERTAINLY,SIRHOWMANYPIECESGFIVEINALLBISTHEREANYTHINGVALUABLEORBREAKABLEINYOURBAGSGNO,BTHANKYOUGWHENDOSETHECLOAKROOMCLOSEBTHECLOAKROOMISOPENUNTIL9PMHEREARETHENAMETAGSGTHANKYOU,GOODBYEBGOODBYE,DBUSINESSCENTERCLERKGOODMORNINGBUSINESSCENTER,MAYIHELPYOUGUESTGOODMORNINGTHISISHENRYBELLOWCALLINGFROMROOM3904WOULDYOUMINDGIVINGMESOMEINFORMATIONONYOURSERVICESCCERTAINLY,MR,BELLOWWEHAVEALOTOFFACILITIESTOOFFERSECRETARYSERVICEFOROURBUSINESSGUEST,GIHAVESOMEDOCUMENTSTOBETYPEDATTHEMOMENTANDIHOPETHEYWILLBEREADYBEFORE300PMTODAYCHOWMANYPAGESARETHEYINALLGITWILLBEABOUT20PAGESCWELL,ITSRATHERATOUGHJOB,BUTWELLTRYOURBEST,MRBELLOWGGOOD,IDREALLYAPPRECIATEITIFITCOULDBEARRANGED,A,預訂客房預訂員您好開元名都大酒店，預訂處，我能為您服務嗎客人我從巴黎打電話過來，想在你們酒店訂一個房間。員先生，請問您想要什么樣的房間呢我們這里有單人間、雙人間、套間等等?？鸵粋€套間。員請問您哪天要這個房間客從10月15日開始，一共3天。員好的，先生。請稍等，為您查一下那幾天的預訂情況，謝謝，讓您久等了。您的房間已經(jīng)定好了，您需要早餐嗎客當然。員請告訴我您的姓名，好嗎客喬治布朗。員布朗先生，請留下您的電話號碼，好嗎客好的，是003313212345員布朗先生，我確認一下您的預訂。您定了一個套間，從10月15日至17日，共三晚，您的電話號碼是003313212345。對嗎客是的，謝謝。員別客氣。我們期待為您服務。B，登記入住職員下午好，歡迎光臨開元名都大酒店。我能為您服務嗎先生客人是的，我想辦理入住登記手續(xù)。員當然可以，先生，請問您的姓名客喬治布朗。員請問您預訂了嗎布朗先生客是的。員請稍等，我查一下預訂單謝謝您的等待，布朗先生。您預訂的是一個套間，共3個晚上，請?zhí)钜幌碌怯泦?，好嗎客好的，謝謝。員請問您將以何種方式付款?？陀眯庞每āT讓我復印一下您的信用卡，好嗎謝謝您，布朗先生，您的房間在37層，房號是3706。請稍等一下，行李員會帶您去您的房間的。希望您住得愉快。C寄存行李客人我想把這些東西存放在您這兒。行李員當然可以先生，請問有幾件客一共有五件。員在您的行李中有沒有貴重或易碎物品呢客沒有。員謝謝?？湍銈冞@兒什么時間關(guān)門員我們這個行李寄存處營業(yè)到晚上9點。給您行李牌?？椭x謝，再見，員再見。D商務中心職員早上好，商務中心。我能為您服務嗎客人早上好，我是3904房的哈瑞比朗，我能問一下服務情況嗎員當然可以，比朗先生。我們有很多設施為商務客人提供秘書服務?？臀椰F(xiàn)在有些文件想打印，希望在今天3點之前能完成。員共有幾頁客大約20頁。員有些困難，但我們會盡力的，比朗先生。客好的，我希望完成?？头糠誋OUSEKEEPINGSERVICE一、關(guān)鍵詞語KEYWORDSBED床BASIN洗臉盆SINGLEBED單人床BATHTUB浴缸DOUBLESIZEBED雙人床SHOWERCAP浴帽EXTRABED加床SHAMPOO洗發(fā)水SHEET床單CONDITIONER護發(fā)素BLANKET毛毯COMB梳子QUILT棉被TOOTHPASTE牙膏BEDSPREAD床罩TOOTHBRUSH牙刷PILLOW枕頭SOAP肥皂PILLOWCASE枕頭套BEDSIDE肥皂碟BEDSIDE床頭柜COTTONTIPS棉簽WARDROBECLOSET水龍頭SWITCH開關(guān)SHOWERCURTAIN浴簾LAMPSHADE燈罩TOWELRAIL毛巾架BULBHOLDER燈頭BATHROBE浴衣LAMPSHADE燈罩TOWELRAIL毛巾架BULBHOLDER燈頭BATHROBE浴衣BULB燈泡TANK水箱SOCKET插座SHOWERHEAD噴頭HAIRDRYER電吹頭TELEPHONE電話SHAVER剃須刀TELEPHONEDIRECTORY電話目錄ELECTRICRAZOR電動剃須刀SLIPPERS拖鞋GLASS水杯BALLPEN圓珠筆ASHTRAY煙灰缸AEROGRAM航空郵件MATCH火柴QUESTIONNAIRE意見書TEATABLE茶幾POSTCARD明信片CURTAIN窗簾BROCHURE酒店簡介BLACKOUTDRAPE遮光窗簾HOTELCARD酒店名片CLOTHBRUSH衣刷DESK寫字臺SHOEHORN鞋拔STATIONERYFOLDER文件夾MIRROR鏡子LETTERPAPER信紙CLOTHESHANGER衣架AIRMAILENVELOPE航空信封CARPET地毯SERVICEDIRECTORY服務指南RUBBISHBIN垃圾桶SEWINGKIT針線包TOILET恭桶BATHFOAM淋浴液BODYLOTION潤膚露QUALITYEXECUTIVE行政樓層BATHROOM浴室DELUXESUIT豪華套房REFRIGERATOR冰箱DOUBLEROOM雙人房CHAIR椅子TWINROOM雙床房SOFA沙發(fā)STEPPINGPAD墊腳凳BEDLIGHT床頭燈SAFETYBOX保險箱TELEPHONE電話機PAINTING壁畫SHOEBRUSH鞋刷BATHWATTOWEL地巾BATHTOWEL浴巾TOWEL毛巾HANDTOWEL方巾ALARMCLOCK鬧鐘TVREMOTECONTROL遙控器TABLELAMP臺燈FLOORLAMP落地燈SCISSORS剪刀TOILETPAPER衛(wèi)生紙TISSUE面巾紙二、基本句型BASICSENTENCES1、WELCOMETO19THFOLLR歡迎光臨19樓。2、HOUSEKEEPING,MAYICOMEIN客房服務員，我可以進來嗎3、WHENWOULDYOULIKEMETOCLEANYOURROOM,SIR您要我什么時間來為您整理房間，先生4、MAYICLEANYOURROOMNOW我現(xiàn)在可以為您整理房間嗎5、LEAVEYOULAUNDRYINTHELAUNDRYBAG請把要洗的東西放在洗衣袋中。6、THELAUNDRYBAGANDLAUNDRYLISTAREINTHEWARDROBE7WEWILLDELIVERITWITHIN4HOURSATA50EXTRACHARGE加收50的費用，我們在4小時內(nèi)洗好送還。8WOULDYOULIKEEXPRESSSERVICEORNORMALSERVICE您要快洗服務還是普洗服務9YOUDBETTERCHECKYOULAUNDRY您最好查看一下洗好的衣服。10MAYIKNOWYOURNAMEANDROOMNUMBER您能告訴我您的名字和房號嗎11HEREWEARE,ROOM36053605號房間到了。12ILLSENDFORANELECTRICIANDOCTORFORYOU我給你請電工（大夫）13AREPAIRMANWILLCOMEANDCHECKITRIGHTAWAY修理工馬上會來檢查。14ILLSHOWYOUTHEAWYMYSELF我親自帶您。15IAMSORRY,BUTWEDONTHAVETHESPECIALEQUIPMENTNECESSARY抱歉，我們沒有所需的特別設備。16IAMAFRAIDGUESTSARENOTALLOWEDTOUSEIRONORELECTRICHEATERSINTHEIRROOMS客人恐怕不準在房間里使用熨斗或電器。17OURHOTELHASVERYGOODROOMSERVICE我們酒店的送餐服務非常優(yōu)良。18IFYOUDONTWANTTOBEDISTURBED,YOUDBETTERPRESSTHE“DONTDISTURB”KEYONTHEBEDSIDECONTROLS如果您不想被打擾，您最好按床邊的“請勿打擾”鍵。19THEREARESEVERALKINDSOFDRINKSINTHEMINIBARPLEASEHELPYOURSELFTOTHEMTHECOSTOFTHEDRINKSYOUVEHADWILLBEADDEDTOYOURACCOUNT冰箱里有飲料，請隨便用，用后統(tǒng)一結(jié)帳。20IMAFRAIDYOUHAVETOPAYFORITACCORDINGTOTHEHOTELPOLICY根據(jù)酒店規(guī)定，恐怕您得賠償。三、情景對話CONVERSATIONAASKINGTOCLEANTHEROOMATTENDANTKNOCKINGATTHEDOORORPRSSINGTHEDOORBELLTHREETIMESHOUSEKEEPINGMAYICOMEINGUESTCOMEIN,PLEASEAGOODAFTERNOON,SIRIAMSORRYTODISTURBYOUMAYICLEANTHEROOMNOWGYES,PLEASEATHANKSALOTBTURNDOWNSERVICEATTENDANTTURNDOWNSERVICEMAYICOMEINAGOODEVENINGMRMRSWHITEHOWAREYOUTHISEVENINGGUESTFINE,THANKYOU,ANDYOUAIMFINE,TOOTHANKYOU,GWEAREWAITINGFOROURFRIENDSNOWWEWILLGOTOHAVEDINNERTOGETHERCOULDYOUCOMELATERAALLRIGHT,MADAMILLCOMELATERANYTHINGELSEICANDOFORYOU,MADAMGYESHOWABOUTTIDYINGUPABITINTHEBATHROOMIVEJUSTSHOWEREDANDITSQUITEAMESSAYES,MADAMILLPLACESOMECLEANTOWELSTHEREASWELLCINTRODUCINGHOTELSERVICEATTENDANTMAYICOMEINIMAROOMATTENDANTGUESTCOMEIN,PLEASEAGOODEVENING,SIRANDMADAMSORRYTOHAVEKEPTYOUWAITINGWHERECANIPUTYOURLUGGAGEGJUSTHERETHANKYOUTHISISFORYOUANO,THANKSWEDONTACCEPTTIPSINOURHOTELTHANKYOUALLTHESAMEISTHEREANYTHINGELSEICANDOFORYOU,MADAMGWEWANTTOHAVEOURBREAKFASTINOURROOMTOMORROWWHENSHOULDWEORDERTHATATHISISYOURDOORKNOBMENUJUSTCHECKTHEITEMSYOUWOULDLIKEFORBREAKFASTMARKDOWNTHETIME,HANGITOUTSIDEYOURDOORBEFOREYOUGOTOBEDTONIGHTOURHOTELHASVERYGOODROOMSERVICEGIHOPEWECANGETUPONTIMEADONTWORRY,MADAMWEHAVEMORNINGCALLSERVICEYOUMAYTELLTHEOPERATORYOURROOMNUMBERANDYOURTIMEGTHANKYOUFORYOURHELPAIFYOUDONTWANTTOBEDISTURBED,JUSTPLACETHIS“PLEASEDONOTDISTURB”SIGNOUTSIDEYOURDOORANYTHIGELSEGYESIWANTTOSENDAFAXTOMYFRIENDATHEREISABUSINESSCENTERINTHELOBBYYOUMAYSENDTHEFAXTHEREGTHATSVERYKINDOFYOUAGOODNIGHTGGOODNIGHTDFACILITYPROBLEMSATTENDANTHOUSEKEEPINGMAYICOMEINUESTSURECOMEINADIDYOUCALLFORSERVICE，MADAMYES，THETELEVISIONISNTWORKINGIMVERYSORRY，MADAMAREPAIRMANWILLCOMEANDCHECKITIMMEDIATELYGOH，ANDANOTHERTHINGTHEPEOPLENEXTDOORAREVERYNOISYAIMVERYSORRYABOUTTHENOISE，MADAMWEWILLCHECKINTOITGFINE,，DONTFORGETAILLTAKECAREOFITPERSONALLYHAVEAGOODNIGHTELAUNDRYSERVICEATTENDANTHOUSEKEEPINGMAYICOMEINGUESTES,IDLIKETOH