1、（一）客人護(hù)照相關(guān)問題詢問1 Good morning/afternoon/evening Sir./Madam, Do you have reservation?（Do you have a reservation?）早上下午晚上好，您有預(yù)訂嗎?2 Excuse me? Would you please show me your passport?(May I have your passport, please?)請(qǐng)出示你(們)的護(hù)照。3 Did you book a single room or a double room? （Which kind of room would you p

2、refer, single room or double room?）您訂的是單間還是標(biāo)間呢？4 For how long? /How long will you be staying? /how long do you intend to stay?(Howmany nights do you want to stay?) Date to date. 您打算住多久您住幾天? 從 月 日 到 月 日。5 How much did you book the kind of your room? ￥(RMB) per night.您訂的是哪種價(jià)位的房間？人民幣： 元間.夜6 Sorry sir.m

3、adam, I am of afraid that I did not look through your reservation list. Would you tell me how do you make your reservation successfully? 對(duì)不起，我現(xiàn)在暫時(shí)還沒有查到您的預(yù)訂，可以告訴我您是通過哪種方式預(yù)訂的嗎？(1)Could you tell me the telephone number or the name of your friend,If this reservation made by friends. 如果是朋友訂的房間，可以告訴您朋友的電話

4、和名字嗎？Could you tell me the name of your company ?如果是公司幫您訂的房間可以說下您公司的名字嗎？Could you tell me the name of reservation agency on the line?如果是通過網(wǎng)絡(luò)公司預(yù)訂的，請(qǐng)告訴我訂房公司的名字。Could you tell me the travel agencys name and the call.如果是通過旅行社訂的可以告訴我是哪個(gè)旅行社和電話嗎？Please show me the confirmation notice or the confirmation me

5、ssage by phone.您可以把您的訂房確認(rèn)單或者是訂房確認(rèn)短信給我看看嗎You booked this type room for no smoking, is that right?您訂的是無煙房，對(duì)嗎？Would you like to go and see the room you booked?The bellman will show you the way.您需要參觀一下您預(yù)訂的房間嗎？我們這邊行李生會(huì)陪同您上去。How do you think about that room? And would you like to see another one?您覺得您剛才看的房

6、間滿意嗎？還需要看看其他的房間嗎？We can give you a special percent of price off for you visited room.我們可以給您剛才參觀的房間給您打個(gè)折。（二）客人護(hù)照相關(guān)問題詢問Please show me all your passports. Thanks!請(qǐng)出示所有人的護(hù)照，謝謝！Your visa is residence permit for foreigner, right? would you tell me the valid date?請(qǐng)問您所持護(hù)照是長期居留簽證嗎？可以告訴我您的簽證有效期是哪一天嗎？Could you

7、 tell me the latest day you come in China?請(qǐng)問您最近一次入境是什么時(shí)候？Please wait for a moment. We are scanning your passports.請(qǐng)你們稍等，我們需要掃描你們的證件。Excuse me? Sir /madam, because the personal information-sending system does not work and we did not preserve your information. Would you mind we using your passport aga

8、in. Thank you very much.不好意思，由于辦理入住我們?cè)趻呙枘淖C件時(shí)，掃描儀出了一點(diǎn)問題我們沒有保存到您的信息。您介意我們?cè)儆靡幌履淖o(hù)照嗎？（三）問詢1.（客人詢問）：房間設(shè)備有問題電視機(jī)：TV 無冷/熱水：No cold/hot water空調(diào)：air-condition 房間沒有電：no power 燈不亮：light does not work 網(wǎng)絡(luò)不通：no internet 馬桶堵塞：toilet bowl does not flush 衛(wèi)生間下水道堵塞：sewer clogged/water closet clogged（前臺(tái)應(yīng)答）We will send

9、the housekeeping waitress up to your room right away and check it.我們馬上派服務(wù)員到您的房間來檢查一下。I can not open my door2. （客人提問）房卡開不了門。（前臺(tái)應(yīng)答）What is your room number? (Can you write it on the paper?)您的房間號(hào)？（請(qǐng)用阿拉伯?dāng)?shù)字寫下您的房號(hào)）Please give me your room key.請(qǐng)給我你的房卡！3. （客人提問）借物電吹風(fēng)：hair-dryer 轉(zhuǎn)換插座：changer/adaptor多功能插線板：Mu

10、lti-strip 滅蚊器：mosquito killer熨衣板：ironing board 手機(jī)充電器：charger水果刀：knife 剪刀：scissors封口膠：sealing compound（前臺(tái)應(yīng)答）We will ask the housekeeping bring it to your room right now.我們馬上請(qǐng)服務(wù)員送到您的房間。Sorry, the housekeeping centre can not supply it for your need. Because they are all borrowed.對(duì)不起，您需要的物品我們?nèi)繎?yīng)經(jīng)借出去了?，F(xiàn)在

11、暫時(shí)提供不了。4房間物品補(bǔ)充免費(fèi)飲用的怡寶礦泉水：mineral-water(YI BAO) for free衛(wèi)生紙：toilet paper/tissue 香皂：soap沐浴液：shower gel/bath foam 洗發(fā)液：shampoo梳子：comb 牙具：toothbrush and toothpaste浴帽：shower cap 絲瓜絡(luò)：loofah剃須刀：razor/shaver 棉簽：cotton swab火柴：matches 衣架：hanger拖鞋：slippers 枕頭：pillow被子：quilt 方巾：square towel面巾：towel 浴巾：bath towel

12、浴袍：pajama/bathrobe（前臺(tái)應(yīng)答）I will send the housemaid bring it to your room at once.我們馬上請(qǐng)服務(wù)員送到您的房間?？腿讼匆拢腿颂釂枺㊣ need laundry service.我需要洗衣服。I need ironing service.我需要熨衣服。（前臺(tái)應(yīng)答）There is a laundry form and a laundry bag in your room. Make sure what you want washing and fill in the laundry form.在您的房間衣柜下方有一個(gè)

13、洗衣袋，一張洗衣單，請(qǐng)您填寫洗衣單，簽字確認(rèn)，稍后我們會(huì)讓服務(wù)員到您的房間收取您的洗衣。We will deliver them tomorrow evening around 06:00-08:00 P.M我們會(huì)將您的衣服在明天晚上六點(diǎn)至八點(diǎn)送還回來。We charge 100 extra for express service.加急服務(wù)需要加收100的服務(wù)費(fèi)。There is some broken/greasy filth/stain on your cloth. Please check it.您的衣服有破損/污跡，請(qǐng)您確認(rèn)?？腿嗽儐枺何乙椅业呐笥袳xcuse me? Can you

14、 write your friends name on the paper?不好意思，請(qǐng)您寫一下您朋友的名字。Would you mind telling your name, I will get in touch with them/him.您的姓名，謝謝！我們幫您聯(lián)系一下他。Sorry , I can not find your friends name in our record. Maybe he is not here.不好意思，我們?cè)谠谧】腿嗣麊卫餂]有查到您朋友。It is room number 1025 speaking, I want to dial to room num

15、ber 823, how do I dial?這是1025房間，我要打電話到我朋友825房間，應(yīng)該怎樣撥打呢 ？You can directly dial 80825. P.S: for 3-digit in the main-building dial 80 and then the room number, for 4-digit dial 8 and then room number .您直接撥打80825就可以了。備注：十樓以下80加房間號(hào)，十樓以上8加房間號(hào)。國內(nèi)直撥：Domestic Direct Dial (DDD)國際直撥：International Direct Dial (

16、IDD)For calls inside the city, directly dial 9 before you dial the number for free.撥打本市電話(免費(fèi))：在電話號(hào)碼前加“9”For calls outside the city ：￥0.8 per minute Dial 9 and then dial the area code before you dial the number.Do you want to open this service?國內(nèi)長途電話每分鐘8毛錢（人民幣）在您要撥打的電話前加“9”加所撥地區(qū)的區(qū)號(hào)。您需要開通國內(nèi)長途電話嗎？Inter

17、national call:￥8 per minute國際長途電話每分鐘8元（人民幣）For international call : dial 9 +international country code + city code +the number撥打國際長途，先撥“9”，再加您所撥國家的電話代碼，再加區(qū)號(hào)和電話號(hào)碼。（四）客人入住押金Please pay us 200yuan RMB advance deposit.請(qǐng)您付給我們?nèi)嗣駧?00元作為押金。The room rate is ￥ per night, and you pay yuan for your total room ra

18、te and deposit.您的房費(fèi)是人民幣 元/間.夜，您需要付給我們房費(fèi)加押金共計(jì)人民元。What is the mode of your payment (Which kind of payment would you prefer, in cash or by credit card) Cash or credit card? By the way, we only accept RMB in cash.您是現(xiàn)金支付還是刷卡？我們只接收人民幣如果您付現(xiàn)的話。If your cash is not enough, we can accept U.S dollars to be the

19、advance deposit. When you check out, you must charge RMB and we return your dollars.如果您的現(xiàn)金不夠的話，您可以用美元作為押金。等你呢在銀行兌換后我們?cè)侔衙涝诉€給您。Now your credit card has been congealed RMB（Yuan）, when you check out, we will make the pre-authorization（預(yù)授權(quán)） for your room rate and other consumption. The balance will be b

20、ack to your card.用信用卡支付：我們將使用您的信用卡作人民幣 元的預(yù)授權(quán)，暫時(shí)將此金額凍結(jié)在您的卡上，結(jié)賬時(shí)從這筆預(yù)授權(quán)中扣除相應(yīng)的消費(fèi)金額，其余金額將由銀行解凍，返還都您的卡上。If the balance of your cash and credit card are all not enough, you can pay your room fee day by day. Please come to front desk extend your room rate when you are free (within 24 hours).若果您信用卡上的余額和現(xiàn)金都不足

21、的話，您可以先支付我們?nèi)嗣駧?元，在您在店的24小時(shí)內(nèi)到前臺(tái)來續(xù)交押金，我們?yōu)槟m(xù)房卡。（五）客人結(jié)賬××nights at ￥×× RMB each, and here are the Other consumption:dinner/ drinks/ telephone/ food/ laundry/ compensation at the hotelThat makes a total of ￥RMB您的房價(jià)是人民幣 元/間.夜，您一共住了 天，共計(jì)房費(fèi)人民幣 元。您的房間還有餐廳/茶水/電話費(fèi)/客房食品/洗衣費(fèi)/房間賠償費(fèi)，共計(jì) 元?？腿藢?duì)房間的賠償有異議Have you seen