某星級(jí)酒店英語(yǔ)培訓(xùn)手冊(cè)ENGLISHTRAININGMANUAL目錄CONTENTSFOREWORD1前言PARTONE3第一部分COURTESYENGLISH基本禮貌用語(yǔ)PARTTWO22第二部分FRONTOFFICESERVICE前廳服務(wù)PARTTHREE35第三部分HOUSEKEEPINGSERVICE客房服務(wù)PARTFOUR52第四部分FOODANDBEVERAGESERVICE餐飲服務(wù)PARTFIVE71第五部分RECREATIONSERVICE康樂(lè)服務(wù)前言FOREWORD步入全球知識(shí)經(jīng)濟(jì)時(shí)代后，中國(guó)飯店業(yè)與國(guó)際接軌日趨緊密。英語(yǔ)作為一種國(guó)際語(yǔ)言，是酒店員工與外賓交流的主要語(yǔ)言工具，已成為酒店員工需要掌握的一項(xiàng)基本技能。為進(jìn)一步提高員工的英語(yǔ)水平，酒店人力資源部特編寫了這本英語(yǔ)培訓(xùn)手冊(cè)，以方便員工隨時(shí)學(xué)習(xí)。學(xué)以致用，是我們學(xué)習(xí)的最終目標(biāo)。愿您不斷在工作中找到學(xué)習(xí)的動(dòng)力，在交流中獲得分享知識(shí)的樂(lè)趣。人力資源部ASTHEWORLDHASALREADYSTEPPEDINTOTHEERAOFKNOWLEDGEECONOMY,CHINASHOTELINDUSTRYISCLOSELYRELATEDTOTHEINTERNATIONALMARKETENGLISH,AWORDLANGUAGE,FUNCTIONSASAMAINTOOLORABASICABILITYFORHOTELSTAFFTOCOMMUNICATEWITHFOREIGNGUESTSTHISENGLISHTRAININGMANUALISCOMPILEDBYTHEHUMANRESOURCESDEPARTMENTFORTHESTAFFSSTUDYANDIMPROVEMENTPUTWHATWELEARNINTOPRACTICEWISHYOUWOULDOBTAINMOTIVATIONOFTHESTUDYFROMYOURWORKING,ANDBENEFITFROMTHELEARNINGHUMANRESOURCESDEPARTMENT基本禮貌英語(yǔ)COURTESYENGLISH一、歡迎問(wèn)候語(yǔ)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(jiàn)到您。6、IHOPEYOULLENJOYYOURSTAYINGHERE我希望你們?cè)谶@兒逗留愉快。7、HAVEANICESTAYWITHUS希望您與我們?cè)谝黄饡r(shí)開(kāi)心愉快。8、DIDYOUHAVEANICETRIP旅途愉快嗎二、祝賀語(yǔ)CONGRATULATION1、CONGRATULATIONS恭喜您。2、HAPPYNEWYEAR新年快樂(lè)。3、HAPPYBIRTHDAYTOYOU生日快樂(lè)。4、MERRYCHRISTMAS圣誕快樂(lè)。5、WISHYOUEVERYSUCCESS祝您成功。6、WISHYOUGOODLUCK祝您好運(yùn)。7、HAVEAGOODJOURNEY祝您旅途愉快。8、HAVEANICEWEEKEND祝您周末愉快。三、告別語(yǔ)FAREWELL1、GOODBYE再見(jiàn)。2、SEEYOUTOMORROW明天見(jiàn)。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(jiàn)，希望再見(jiàn)到您。6、HAVEANICETRIP旅途愉快。四、征詢語(yǔ)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(huì)麻煩您嗎5、WOULDYOULIKE您喜歡6、WOULDYOUMINDIF7、五、應(yīng)答語(yǔ)RESPONSES1、YOUAREWELCOME愿意效勞。2、ITDOESNTMATTER沒(méi)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(wù)。7、IMGLADTOSERVEYOU樂(lè)意為您服務(wù)。8、SORRYTOHAVEKEPTYOUWAITING,SIR/MADAM很抱歉，讓您久等了，先生/小姐。9、ILLBEWITHYOUINAMOMENT我一會(huì)兒就來(lái)為您服務(wù)。10、THANKYOUFORYOURADVICEINFORMATION,HELP,感謝您的忠告（信息、幫助）。11、六、道歉語(yǔ)APOLOGIES1、EXCUSEME對(duì)不起。2、IAPOLOGIZEFORTHIS我為此道歉。3、IMSORRYTODISTURBYOU真抱歉打擾您。4、IMSORRY,ITSOURFAULT對(duì)不起，是我們的過(guò)錯(cuò)。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(qǐng)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(yǔ)REFUSAL1、IMSORRYICANTHELPYOU真抱歉我不能幫您。2、ITSVERYKINDOFYOUBUT您的好意我領(lǐng)了，可是3、THANKYOU，NOWEARENOTALLOWEDTODRINKONDUTY謝謝，但是我們上班時(shí)不方便飲酒。八、接聽(tīng)電話語(yǔ)TELEPHONESENTENCES1、GOODMORNING,RECEPTIONSPEAKINGMAYIHELPYOU您好，總臺(tái)，我是某某2、SORRY,YOUVEDIALEDAWRONGNUMBER抱歉，您打錯(cuò)電話了。3、PLEASEDIALNUMBER，THANKS請(qǐng)撥號(hào)碼，謝謝。4、WHOSCALLING,PLEASE請(qǐng)問(wèn)您是誰(shuí)5、HOLDTHELINEPLEASE,ILLSEEIFSHEISAVAILABLE6、SORRY,ISTILLDONTUNDERSTANDWHATYOUSAID抱歉，我仍不明白您說(shuō)什么。7、COULDYOUREPEATTHATPLEASE請(qǐng)您再重復(fù)一遍好嗎8、WILLYOUPLEASESPEAKMORESLOWLY請(qǐng)您說(shuō)的慢一點(diǎn)好嗎10IMSORRY,ICANTFOLLOWYOU抱歉，我聽(tīng)不懂。九、答謝語(yǔ)THANKSANDANSWERS1YOUREMOSTWELCOME歡迎之至。2WITHPLEASURE這是我們的榮幸。3WEREALWAYSATYOURSERVICE我們隨時(shí)為您提供服務(wù)。4THANKYOUFORCOMING謝謝光臨。5THANKYOUFORYOURSTAYINGINOURHOTEL謝謝光臨我們酒店。6ITSOURPLEASURETOHAVEYOURSTAYINGWITHUS您來(lái)我店是我們的榮幸。7THANKYOUFORSUCHALOVELYGIFT謝謝您給了我這么可愛(ài)的禮物。8MYPLEASURE這是我的榮幸。十、指路用語(yǔ)GIVINGDIRECTIONS1AFTERYOUPLEASE,SIRMADAM2GOSTRAIGHTAHEAD,SIRMADAM請(qǐng)筆直走，先生/女士。3THISWAY,PLEASE這邊請(qǐng)。4TURNLEFTRIGHTATTHEFIRSTCORNER在第一個(gè)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(qǐng)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(lè)意為您查清楚9WHENYOURETURNTOTHEHOTEL,PLEASESHOWTHISHOTELCARDTOTHEDRIVER當(dāng)您回酒店的時(shí)候，請(qǐng)把這張酒店卡給司機(jī)看。10IWILLTAKEYOUTHERE,SIR/MADAM我?guī)ィ壬?女士。十一、提醒用語(yǔ)REMINDWORDS1PLEASEDONTLEAVEANYTHINGBEHIND請(qǐng)別遺忘您的東西。2PLEASEDONTSMOKEHERE請(qǐng)不要在這里抽煙。3、PLEASEBECAREFUL請(qǐng)當(dāng)心。十二、情景應(yīng)對(duì)SITUATIONALRESPONSES一可以滿足客人之要求時(shí)；1CERTAINLY,SIR/MADAM好的，先生/小姐。2ILLGOANDGETITRIGHTAWAY,SIR/MADAM我馬上去拿來(lái)，先生/小姐。3IMMEDIATELY,SIR/MADAM馬上就來(lái)，先生/小姐。（二）不能滿足客人之要求時(shí)；1IMTERRIBLYSORRY,WEDONTHAVE非常抱歉，我們沒(méi)有2AWFULYSORRY,SIR/MADAMWEHAVESOLDOUT實(shí)在抱歉，先生/小姐，我們已經(jīng)賣完了。3IMAFRAIDWEDONOTHAVE恐怕我們已沒(méi)有（三）一時(shí)未能肯定是否能滿足客人之要求時(shí)1IFYOUWAITAMINUTE,SIR/MADAMILLTRYTOFINDOUTITFORYOU如果您能等一會(huì)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(shuō)，我們確實(shí)有（四）客人征詢你的同意可否拿走某物伯時(shí)1CERTAINLY,SIR/MADAMLETMEHELPYOU好的，先生/小姐，讓我來(lái)幫您。2GOAHEADPLEASEYOUREWELCOME請(qǐng)拿吧，您可以隨意使用。（五）當(dāng)不能答允客人的要求時(shí)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(dāng)客人由于客氣而給你賞物時(shí)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(shí)1IMSORRYICANTDOIT對(duì)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(shí)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(qǐng)?jiān)徫?。（九）若客人客氣地與你說(shuō)聲“有個(gè)愉快的周末”等祝賀語(yǔ)的時(shí)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(shí)，應(yīng)說(shuō)1EXCUSEMEFORINTERRUPTING對(duì)不起，打擾了。2MAYITAKEUPAFEWMINUTESOFYOURTIME我能占用你們一會(huì)兒時(shí)間嗎3MAYISPEAKTOYOUFORAMOMENT,SIR/MADAM我能與您談會(huì)兒?jiǎn)?，先?小姐。（十一）當(dāng)客人催促時(shí)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(shí)HEREISYOURSIR/MADAM這是您的，先生/小姐。（十三）接受投訴或批評(píng)時(shí)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(huì)發(fā)生這種事情了。2ILLSPEAKTOOURMANAGERABOUTIT,PLEASEACCEPTOURAPLOLGIES我會(huì)報(bào)告我的經(jīng)理，請(qǐng)接受我們的道歉。（十四）處理錯(cuò)誤或過(guò)失時(shí)；1IMRETTIBLYSORRYTHERECOULDHAVEBEENSOMEMISTAKEIDOAPOLOGIZE非常抱歉，一定出錯(cuò)了，實(shí)在對(duì)不起。2IMSORRY,SIR/MADAMILLLOOKINTOTHEMATTERATONCE對(duì)不起，先生/小姐。我馬上查核這件事。（十五）當(dāng)你聽(tīng)不懂時(shí)1IMSORRYIDONTUNDERSTANDILLGETYOUTHEMANAGER對(duì)不起，我不明白，我去叫經(jīng)理來(lái)。2IMSORRY,IDONTUNDERSTANDCANYOUSHOWME對(duì)不起，我聽(tīng)不懂，請(qǐng)問(wèn)您能給我看嗎（十六）請(qǐng)客人作某種事情時(shí)1COULDYOUSIGNHERE,PLEASE請(qǐng)問(wèn)您能（在這兒簽名）嗎2MAYIASKYOUTORETURNIN5MINUTES,SIR/MADAM我能請(qǐng)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(tīng)到對(duì)客人不利的事時(shí)IMSORRYTOHEARTHATIHOPEYOUWILLBEBETTERSOON真抱歉聽(tīng)到這個(gè)消息，希望您很快就會(huì)好起來(lái)。（十八）當(dāng)你知道客人一個(gè)好消息時(shí)IMGLADTOHEARTHAT很高興聽(tīng)到這個(gè)消息。（十九）當(dāng)客人因?yàn)樽约簞?dòng)作慢、手腳不靈或殘疾而感到困窘時(shí)1PLEASETAKEYOURTIME,SIRTHERESNOHURRY請(qǐng)慢慢來(lái)，先生。不用忙。2DONTWORRY,MADAMWELLSEETOIT不必?fù)?dān)心，夫人。我們會(huì)料理的。3DONTWORRY,SIRWELLCLEANITUP不必?fù)?dān)心，先生。我們會(huì)把它收拾干凈的。（二十）當(dāng)客情忙，你不能同時(shí)招呼兩位客人時(shí)；ILLBEWITHYOUINAMOMENT,SIR/MADAM我一會(huì)兒就為您服務(wù)，先生/小姐。（二十一）當(dāng)人手短缺而外賓需要服務(wù)時(shí)1ILLBEWITHYOUINMOMENT,SIR我一會(huì)兒就來(lái)招呼您，先生。2ILLSORRYIMUSTTAKEEACHGUESTBYTURN,SIR很抱歉，我必須按先后次序?yàn)轭櫩头?wù)，先生。3ILLBEWITHYOUASSOONASPOSSIBLE我將盡快來(lái)為您服務(wù)。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(cái)務(wù)部FOODBEVERAGEDEPT餐飲部SECURITYDEPT安全部SALESMARKETINGDEPT市場(chǎng)部FRONTOFFICEDEPT前廳部RECREATIONDEPT康樂(lè)部PUBLICRELATIONSDEPT公關(guān)部HOUSEKEEPINGDEPT管家部RESERVATION預(yù)訂處BUSINESSCENTER商務(wù)中心RECEPTION接待處INFORMATION問(wèn)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(huì)SWIMMINGPOOL游泳池SAUNA桑拿SHOPPINGMALL購(gòu)物中心CLINIC醫(yī)務(wù)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(chǎng)ROSEGARDEN玫瑰花園CHESSANDCARDSROOM棋牌室GRANDPASTRY名都餅屋LONGBAR廊吧FOURSEASONSCHAMBER四季軒COOKFUNTOWN國(guó)風(fēng)堂YIGARBAR頤年雪茄吧NEWCENTURYHALL開(kāi)元廳GRANDDYNASTYHALL競(jìng)潮廳MONTALCINOGRILL夢(mèng)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(lǐng)班CASHIER收銀員ROOMATTENDANT客房服務(wù)員CLERK職員WAITRESS餐廳女服務(wù)員WAITER餐廳男服務(wù)員OPERATOR話務(wù)員BELLBOY行李員DRIVER司機(jī)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(fù)活節(jié)MIDAUTUMNDAY中秋節(jié)BIRTHDAY生日ANNIVERSARY周年紀(jì)念日INTERNATIONALLABORDAY國(guó)際勞動(dòng)節(jié)INTERNATIONALCHILDRENSDAY國(guó)際兒童節(jié)WESTLAKEEXPOSITION西博會(huì)QIANTANGTIDALBOREFESTIVAL錢塘觀潮節(jié)十五、旅游景點(diǎn)SCENICSPOTSWESTLAKE西湖LINYINGTEMPLE靈隱寺YUESTOMB岳廟FUTUREWORLD未來(lái)世界SONGDYNASTYTOWN宋城YELLOWDRAGONCAVE黃龍洞TAIZIBEND太子灣公園XILINGSEALENGRAVERSSOCIETY西泠印社HANGZHOURECREATIONALPARK杭州樂(lè)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(chǎng)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(mèng)泉MALTINGSNOWATBROKENBRIDGE斷橋殘雪INQUIRINGABOUTTEAATDRAGONWELL龍井問(wèn)茶ORIOLESSINGINGINTHEWILLOWS柳浪聞鶯NINEGREEKSMEANDERINGTHROUGHAMISTYFOREST九溪煙樹(shù)VIEWINGFISHATFLOWERHARBOR花港觀魚(yú)HEAVENLYWINDOVERWUHILL吳山天風(fēng)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(wù)FRONTOFFICESERVICE一、關(guān)鍵詞語(yǔ)KEYWORDSLOBBY大堂EMERGENCYEXIT緊急出口SAFETYBOXES保險(xiǎn)箱PRESIDENTIALSUITE總統(tǒng)套房SINGLEROOM單人間STANDARDROOM標(biāo)準(zhǔn)間CHECKIN登記入住CHECKOUT退房REGISTRATIONFORM登記卡ROOMCHARGE房?jī)r(jià)SERVICECHARGE服務(wù)費(fèi)DISCOUNT折扣IDENTIFICATION身份證OPERATOR總機(jī)ELEVATOR電梯DEPOSIT定金PASSPORT護(hù)照TARIFF房?jī)r(jià)表BAGGAGE/LUGGAGE行李FACESOUTH朝南TROLLEYCART行李車SPECIALRATE優(yōu)惠價(jià)ARRIVALTIME到達(dá)時(shí)間DEPARTMENTTIME離開(kāi)時(shí)間FLIGHTNUMBER航班號(hào)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(wù)二、基本句型BASICSENTENCES1DOYOUHAVEARESERVATION/HAVEYOUARESERVATION您預(yù)訂過(guò)嗎2HOWLONGWILLYOUBESTAYING您將要住多久3MAYIKNOWYOURNAMEANDROOMNUMBER您能告訴我您的名字與房間號(hào)碼嗎4HEREISYOURKEYCARD,PLEASEKEEPITUNTILYOUCHECKOUT這是您的鑰匙卡，住店期間請(qǐng)包管好。5THANKYOUFORCALLINGWELOOKFORWARDTOSERVINGYOUGOODBYE謝謝您打電話來(lái)，我們期待為您服務(wù)，再見(jiàn)。6TOWHOMSHOULDWESENDTHEBILL我們應(yīng)該把帳單寄給誰(shuí)7WEAREFULLYBOOKEDFORALLTYPESOFROOMSONTHATNIGHT那天晚上各種類型的房間都預(yù)約額滿了。8WEHOPEWELLHAVEANOTHEROPPORTUNITYOFSERVINGYOU我們希望另有機(jī)會(huì)為您效勞。9COULDYOUSHOWMEYOURPASSPORT,PLEASE能出示一下您的護(hù)照嗎10DONTWORRYSIRILLCALLOURASSISTANTMANAGERTOHELPYOUNOW別著急，先生。我傳呼大堂副理來(lái)幫您。11OURBELLBOYWILLYOURBAGSANDSHOWYOUTHEROOM我們的行李員會(huì)幫您拿行李，并領(lǐng)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(fèi)。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(duì)不起，先生，這里有些錯(cuò)，請(qǐng)您稍候，讓我更正一下。17ITTAKESABOUT30MINUTESBYTAXITOTHEXIAOSHANAIRPORTTHECHARGEIS100YUAN到蕭山機(jī)場(chǎng)大約需要30分鐘，費(fèi)用是100元。18PLEASEGIVETHESLIPTOTHETAXIDRIVERANDHELLTAKEYOUTHERE請(qǐng)把這張字條交給出租車司機(jī)，他會(huì)送您到那里的。19HEREISABROCHUREEXPLAININGHOTELSERVICES這兒用說(shuō)明酒店的服務(wù)手冊(cè)。20THEREARESAFETYDEPOSITBOXESATTHEFRONTDESK總臺(tái)有存放貴物品的保險(xiǎn)箱。21ASAHOTELPOLICY,WEREQUIREONEDAYSROOMCHARGEASDEPOSITFORGUESTSWITHOUTRESERVATION根據(jù)酒店規(guī)定，對(duì)于沒(méi)有預(yù)訂的客人，我們要收一天的費(fèi)用作為押金。22DOYOUNEEDAMAPORHOTELCARD請(qǐng)問(wèn)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(shí)，但根據(jù)賓館規(guī)定，恐怕我們要收半天房租。24SORRY,WEHAVENODOMESTICCOLLECTCALLSERVICEYOUHAVETOPAYFORTHECALLYOURSELF對(duì)不起，國(guó)內(nèi)電話是沒(méi)有對(duì)方付費(fèi)的，您得自己付款。25FOROUTSIDECALLS,PLEASEPRESS9FIRSTANDWHENYOUHEARTHEDIALINGTONE,PRESSTHENUMBERYOUWANT打外線請(qǐng)先按9，聽(tīng)到聲響后再按您的要的號(hào)碼。26YOUDBETTERREQUESTAMORNINGCALL您最好要求叫醒服務(wù)。27WOULDYOULIKEMETOCALLATAXIFORYOU請(qǐng)問(wèn)需要幫您叫車嗎28WELLSENDYOURORIGINALCOPYTOYOURROOMAFTERWEHAVEFAXEDTHAT我們發(fā)出傳真后，會(huì)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(qǐng)去那邊帳臺(tái)付款。三、情景對(duì)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(yù)訂客房預(yù)訂員您好開(kāi)元名都大酒店，預(yù)訂處，我能為您服務(wù)嗎客人我從巴黎打電話過(guò)來(lái)，想在你們酒店訂一個(gè)房間。員先生，請(qǐng)問(wèn)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€(gè)套間。員請(qǐng)問(wèn)您哪天要這個(gè)房間客從10月15日開(kāi)始，一共3天。員好的，先生。請(qǐng)稍等，為您查一下那幾天的預(yù)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(dāng)然。員請(qǐng)告訴我您的姓名，好嗎客喬治布朗。員布朗先生，請(qǐng)留下您的電話號(hào)碼，好嗎客好的，是003313212345員布朗先生，我確認(rèn)一下您的預(yù)訂。您定了一個(gè)套間，從10月15日至17日，共三晚，您的電話號(hào)碼是003313212345。對(duì)嗎客是的，謝謝。員別客氣。我們期待為您服務(wù)。B，登記入住職員下午好，歡迎光臨開(kāi)元名都大酒店。我能為您服務(wù)嗎先生客人是的，我想辦理入住登記手續(xù)。員當(dāng)然可以，先生，請(qǐng)問(wèn)您的姓名客喬治布朗。員請(qǐng)問(wèn)您預(yù)訂了嗎布朗先生客是的。員請(qǐng)稍等，我查一下預(yù)訂單謝謝您的等待，布朗先生。您預(yù)訂的是一個(gè)套間，共3個(gè)晚上，請(qǐng)?zhí)钜幌碌怯泦?，好嗎客好的，謝謝。員請(qǐng)問(wèn)您將以何種方式付款?？陀眯庞每āT讓我復(fù)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(hào)是3706。請(qǐng)稍等一下，行李員會(huì)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(dāng)然可以先生，請(qǐng)問(wèn)有幾件客一共有五件。員在您的行李中有沒(méi)有貴重或易碎物品呢客沒(méi)有。員謝謝?？湍銈冞@兒什么時(shí)間關(guān)門員我們這個(gè)行李寄存處營(yíng)業(yè)到晚上9點(diǎn)。給您行李牌?？椭x謝，再見(jiàn)，員再見(jiàn)。D商務(wù)中心職員早上好，商務(wù)中心。我能為您服務(wù)嗎客人早上好，我是3904房的哈瑞比朗，我能問(wèn)一下服務(wù)情況嗎員當(dāng)然可以，比朗先生。我們有很多設(shè)施為商務(wù)客人提供秘書服務(wù)?？臀椰F(xiàn)在有些文件想打印，希望在今天3點(diǎn)之前能完成。員共有幾頁(yè)客大約20頁(yè)。員有些困難，但我們會(huì)盡力的，比朗先生?？秃玫?，我希望完成。客房服務(wù)HOUSEKEEPINGSERVICE一、關(guān)鍵詞語(yǔ)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(hù)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(kāi)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(dòng)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(jiàn)書TEATABLE茶幾POSTCARD明信片CURTAIN窗簾BROCHURE酒店簡(jiǎn)介BLACKOUTDRAPE遮光窗簾HOTELCARD酒店名片CLOTHBRUSH衣刷DESK寫字臺(tái)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(wù)指南RUBBISHBIN垃圾桶SEWINGKIT針線包TOILET恭桶BATHFOAM淋浴液BODYLOTION潤(rùn)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(xiǎn)箱TELEPHONE電話機(jī)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(tái)燈FLOORLAMP落地?zé)鬝CISSORS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(wù)員，我可以進(jìn)來(lái)嗎3、WHENWOULDYOULIKEMETOCLEANYOURROOM,SIR您要我什么時(shí)間來(lái)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(qǐng)把要洗的東西放在洗衣袋中。6、THELAUNDRYBAGANDLAUNDRYLISTAREINTHEWARDROBE7WEWILLDELIVERITWITHIN4HOURSATA50EXTRACHARGE加收50的費(fèi)用，我們?cè)?小時(shí)內(nèi)洗好送還。8WOULDYOULIKEEXPRESSSERVICEORNORMALSERVICE您要快洗服務(wù)還是普洗服務(wù)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(hào)嗎11HEREWEARE,ROOM36053605號(hào)房間到了。12ILLSENDFORANELECTRICIANDOCTORFORYOU我給你請(qǐng)電工（大夫）13AREPAIRMANWILLCOMEANDCHECKITRIGHTAWAY修理工馬上會(huì)來(lái)檢查。14ILLSHOWYOUTHEAWYMYSELF我親自帶您。15IAMSORRY,BUTWEDONTHAVETHESPECIALEQUIPMENTNECESSARY抱歉，我們沒(méi)有所需的特別設(shè)備。16IAMAFRAIDGUESTSARENOTALLOWEDTOUSEIRONORELECTRICHEATERSINTHEIRROOMS客人恐怕不準(zhǔn)在房間里使用熨斗或電器。17OURHOTELHASVERYGOODROOMSERVICE我們酒店的送餐服務(wù)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(qǐng)勿打擾”鍵。19THEREARESEVERALKINDSOFDRINKSINTHEMINIBARPLEASEHELPYOURSELFTOTHEMTHECOSTOFTHEDRINKSYOUVEHADWILLBEADDEDTOYOURACCOUNT冰箱里有飲料，請(qǐng)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(duì)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