一．概述Couldyoucomethiswaypl二.基本待客英語(yǔ)MayIhaveyourname,please?MayIhaveyourcheck-outtime,please?MayIseeyourpassport,please?MayIknowyournationalityCouldyoufillouttheformCouldyouwritethatdown,please?Couldyoudraftthefax,please?Couldyouholdtheline,please?WhenwouldyouliketovisitKunshan?Whenwouldyouliketohavelunch?WhattimewouldyouliketoeaWhowouldyouliketocontact?Whichkindofroomwouldyouprefer?Howwouldyouliketosettleyourbill?HowlongwouldyouliketHowmanyticketswouldyouliketobuy?ShallImakethereservationGoodafternoon.(用于中午至下午六Goodevening.(用于下午六點(diǎn)Goodmorning,sir.AreyouGoodevening,Ms.MayIhelpyou?Goodmorning,sir.ThisistheFroThankyouforwaitinIamverysorrytohavekeptyouwaiting.Couldyouwaitalittlelonger,pleaIamverysorryfortheincoIwouldliketoapologizeforthemistHereisyourroomkThankyouforstayingwithuCouldyourepeatthat,please?Excuseme,sir.Doyoumeanyoulosty“Hello,thisisInformationDesk.”“InformationDeskspeaking.MayIhelpyou?”Iamafraidyouhavethewrongnumber.ThisistheLIJIAHThisisRoomReservations.I’lltransferyourcalltoRestaurantReservations.Iamafraidthisisadirectline.dial2234-1156,please.IamafraidMr.LinisoutatIamafraidMr.Haoisonanotherline.CouldyouI’lltellhimtocallyoubackwhenhereturns.MayIhaveyournameandphonenumber,plePleasecontactmeifyouhaveanyfurtherquestions.三．柜臺(tái)服務(wù)H=客房服務(wù)員（Housekeeping）BC=領(lǐng)班（BellCaptain）B:Goodevening,Ms.WelcometoChina-tB:Howmanypiecesofluggagedoyouhave?B:I’llshowyoutotheFrontDesk.Thisway,please.I’llputyourbagsbythepostoverB:Abellmanwillshowyoutoyourroomwhenyouhavefinishedchecking-in.B:Isthereanythingvaluableorbreakableinyourbag？B:Couldyoucarrythisbag,Ms?I'mafraidthecontentsmightbreak.B:Thankyou,Ms.MayIhaveyourroomkB:Thankyou,Ms.YourroomB:Thisisyourroom.MayIputyourbagshere,Ms?G:Sure.Justputthemanywhere.B:Isthisthecorrectnumberofbags?B:MayIhangyourcoatinthecloB:Hereisyourroomkey.IB:That'sverykindofyou,buta10%servicechargewillbeaddedtoyourbG:No,I'dlikeyoutB:Well,ifyouinsist,Ms.Thankyouverymuch.It’sverykindofyou,sir.ButIamafraidweaWehavenotippingsy------Thedoorbellisringing------B:TheBellman,Ms.Ihavebroughtyourbaggage.B:WeareverysorryfB:Isthiseverything,MB:Enjoyyourstaywithus.將行李送出客房BC:ThisistheBellCaptain'sDesk.MayIhelpG:I'mgoingtocheck-outsoon.Couldyoupickupmyluggage,please?BC:Certainly,Ms.MayIhaveyourroBC:Room2932.Wewillsendabellmanimmediately.B:Goodmorning,Ms.I'vecomeforG:Thankyou.Couldyoutakethesetwosuitcases,please?I'llbringtheshoulderbagwB:Isthereanythingvaluableorbreakableinthem?B:Thisisyourclaimtag.WewillkeepyourbagsattheBupthere,please?WhentheguestdepositG:I’dliketoleavethiswB:Certainly,Ms.Isthereanythingvaluableorbreakableinyourbag?B:Thankyou.Hereisyourtag#33.G:WhendoesthecloakroomcloB:ThiscloakroomisopenuntilG:Oh,dear!Iwon’tbebackuntilabout10:30tonight.WhereCNTMU.comSTARWWW.com9/30B:WewilltransferyourbagtotheLobbyFloorCloakrTherearesafetydepositboxesattheFrontCouldyouleaveyoursuitcaseatBI’mafraidwecannotacceptperishablegoodshere.WhentheguestscollecttheiG:IleftmybagwithyouthismornB:Certainly,sir.MayB:Thankyou,sir.G:Thankyouforwaiting,MayIseesomeidentification,*Doyouhaveanybaggageinthet*AbellmanwillshowyoutotheFr*TheAirportBuslea四．房間預(yù)約ReservationfromaC:Goodmorning.ThisisRoomReservatC:Howmanyguestswilltherebeinyourparty?G:Justmywifeandmyself.C:Whatkindofroomwouldyouprefer,adoubleoratwin?C:Couldyouholdtheline,please?I’llcheckourroomavailability.Thankyouforwaiting,sir.WehavesometwinsC:Certainly,sir.C:Howdoyouspellyourlastname,plG:M,A,doubleT,H,E,W,S.C:Mr.Matthews.MayIhaveyourphonG:Yes,thenumberiC:02-2365-9739.Isthisyourhomephonenumber?C:WhattimedoyouexC:I’dliketoconfirmyourreserlookforwardtoservinWhichdatewouldthatbe?HowmanynightsdoyouwiAtwhattimewillyoubearriving?MayIhaveyourexpectedarrivaltime?Pleasecontactmeifyouneedmyfurtherinformation.WhentheguestacceptC:Whatkindofroomwouldyouprefer?C:Couldyouholdtheline,please?I’llcheckourroomavailabilityforthosedays.twinroom.G:Isee.HowmuchwiC:WehavetwinroomsatNT3,500andatNT4,200.WhichwoulG:I’lltaketheoneatNT3,500.C:Goodmorning.RoomReservations.MayIhelpyou?G:I’dliketomakearesC:WhichdatewouldthatbC:Couldyouholdtheline,please?I’llcheckourroomavailability.youtochangeyourreservationdate?C:Wemighthavecancellations.CouldyoucallusagaincG:Sure,butifyoudohaveanycancellations,couldyouletmeknowassoonaspoC:I’mverysorry,sir,butG:Well,ifthat’sthecase---.WhenaguestcannotbC:Goodmorning.RoomReservations.MayIhelpyou?C:WhichdatewouldthatbC:Couldyouholdtheline,please?I’llcheckourroomavailability.20th,butI’mafraidthereisnoneavailableonthenightoG:Well,doyouhavetwoC:I’mverysorry,sir,butwearefullybG:Isee.CanyoubookmeintoanotC:I’mafraidwedon’thaveaG:I’llthinkaboutitandlWhenthedesiredtypeofroomisnC:Whatkindofroomwouldyouprefer?G:IwasinatwinroomforsinglsmallersingleroomatNT1,200instC:Goodmorning.ThisisRoomReservations.MayIhelpyou?C:Certainly,sir.MayIhaveyouC:MayIhaveyourname,pleaC:Couldyouholdtheline,please?I’llcheckourreservationrecord.Whatisyourreservationdate?Whenwasthereservationmade?DoyourememberthenameoftheReservationClerk?Inwhosenamewasthereservationmade?ChangeofReservationDateC:RoomReservation.MayIhelpyou?extenditfortwomorenightsuntilthC:For5nightsfromMarch5tC:WilltherebeanychangesinyourrooC:Thankyou,sir.WewillextC:RoomReservations.MayIhelpyou?G:I’dliketocancelaC:Howdoyouspellyourlastname,plG:R,I,G,E,doubleL.R,I,G,E,兩個(gè)L。C:Whatisthereservationdate?五．住宿登記C:Goodafternoon.WelcometotheABCHotelC:Certainly,sir.C:DoyouhaveareservationwithuC:Justamoment,please.I’llcheckourreservationrecord.Thankyouforwaiting,sir.YourCouldyoufillouttheregistrationcard,please?C:MayIreconfirmyourdeparturedate,please?C:HowwouldyouliketomakepaymeC:MayIhavethecarC:Goodmorning.MayIhelpyC:DoyouhaveareservationwithuThankyouforwaiting,sir.Couldyoufillouttheregistrationcard,Mr.Grimble.YourreservatiPowerCompany.CouldyousignattheCashier’sCounC:HowwouldyouliketomakepaymeG:Mycompanywillpickupthetab,please.或Maycompanywillpaythebill,please.或Onthecompanyaccount,please.C:MayIknowthenameofyourcompany,please?C:MayIhavetwoofyourbusinesscard,please?Thankyouforwaiting,sir.CouldyousignThankyou.WehopetowelcomeWouldyoulikeustochargethC:HowdoyouliketomakepaymG:MytravelagentissuedmetC:Thiswillbefine.CouldyousignattheCasher’sCounterwhenyoucheConfirmationofpaymentmethodsC:Howwouldyouliketosettleyourbill?G:Bycreditcard,butI’dliketosettlemyparents’C:Certainly,sir.YouwouldliketoG:Why?Can’tIdoitC:WeaskallourguG:Well,ifthat’sthecase------Instructionstoagr對(duì)團(tuán)體客人的說明事項(xiàng)C:Goodafternoon.WelcometoCharrangedinalphabeticalorder.Pleasetaketheonewhichbearsyourname.handyourmealvouchertothewaitwhenyouarrivethere.3)Thelobbyisonthe2ndfloor.Pleasepress4)Thedoorofyourroomlocksautomatically.Pleasemakesurethatyowhenyouleavetheroom.Youmaykeepyourroomkeyunt各位的房門會(huì)自動(dòng)上鎖。請(qǐng)各位在外出時(shí)務(wù)必?cái)y帶鑰匙。在退房之前，各位可6)Outsidecallsmaybemadefromyourroom.Plehandinyourroomkeyaythattime.9)Wewilldeliveryourbaggagetoyourroomsoon.Pleaseplaceyourbagsinfrontofyourroomby7:30a.m.tomorrowmorning.Thebellmanwillcollectthem.10)Yourdeparturetimeisat9a.m.Pleasebehereby六．咨詢提供C:Goodmorning.Thisistheinformationdesk.MayIheG:Yes.I’dliketospeC:Thankyousir,justamomentplease.C:I’lltransferyourcall.Couldyouholdtheline,please?C:Isee,sir.I’llcheckourreservationlist.CoulThankyouforwaiting.Mr.PeterFoxisbookedfortodaybuthehasnotchecked-inye*MayIhavethemessage*I’mafraidwecanonlytakemessageforhotelguests,andwhose*I’mafraidthatMr.MikeWihasalreadychecked-out,wewillnotbeabletogivehimamessage.WhatwouldyouliBasicwordsforgivingdire*Lisattheendofthehallwa*MisattheendofthehallwaytotherightG:MynameisDanielBushanC:Excuseme,sir,butmayIseeyourRoomIdentifiC:Thankyou,sir.Couldyousignhereforthereceiptofyourkey,C:Thankyou,sir.Haveagoodnight.Whenaguestasksyupforme,please?C:MayIhaveyournameandroomnumbC:Thankyou,sir.IwillcontactDirectoryEnquiriesandG:2356-1234.Thank七．柜臺(tái)出納C:Justamoment,please.I’llprintoutyourbillfThankyouforwaiting,sir.YourbiG:That’stoomuch!WG:Thanks.Well,itseemstobeallright.C:Howwouldyouliketomakethepayment?G:Incash,please.Hereyouare.C:Thankyou,sir.NT6,00hotel.IhopeyouenjoyedyourstaG:Itwasgreat.ThanksverC:Goodevening.MayIhe八．客房管理H:Housekeeping.MayIcomG:Yes,I’dliketohavethisH:Certainly,sir.H:It’sinthedrawerofthewritingdesk.G:Fine.MayIuseyourpG:Thanks.Oh,andIdon’tH:Nostarch.IunderstG:Yes,andI’dlikethissH:Byhandincoldwater.IG:WhenwillitberH:Wewilldeliverthemtomorrownight衣服各部位的名稱cuff袖口hem褶邊buttonhole紐扣口waistband腰帶gather裙褶H:Housekeeping.MayIcomH:I’msorrytodisturbyou,Ms,butwewouldliketocleantheG:Well,I’mabitbusyatH:Whattimewouldbeconvenient,Ms?H:I’mafraidnocleaningcanbedonebetween4:30RoomserviceG:CouldyoubringmeanEnglishnewspaper,pleaG:No,that’sallright.HowmuchG:Fine.I’msorrytobotheryoubutI’llneedsomecigarettes,H:That’snotroubleatall,sir.WhichbrandH:Howmanypackswillyouneed,sir?G:Two,please,andjustaddthemtothebill.please?H:Thankyou,sir.Wewillbringyournewspa九．總機(jī)服務(wù)C:IsthisChina-trustHC:Yes.Couldyouput