酒店英語(yǔ)培訓(xùn)

1、酒店英語(yǔ)培訓(xùn) 第一節(jié)、酒店基礎(chǔ)英語(yǔ) 第二節(jié)、客房英語(yǔ) 第三節(jié)、餐飲英語(yǔ) 第四節(jié)、前廳英語(yǔ)第一節(jié)、酒店基礎(chǔ)英語(yǔ) 一.酒店客房類(lèi)型 二.酒店各部門(mén)崗位英語(yǔ)識(shí)別： 三.各部門(mén)服務(wù)：各服務(wù)點(diǎn)名稱(chēng) 四. 房間物品英語(yǔ)識(shí)別：房間各設(shè)施物品英語(yǔ)識(shí)別 五、禮貌用語(yǔ)第一節(jié)：酒店基礎(chǔ)英語(yǔ) 一、房間類(lèi)型： 1.單人房-single room 2.雙人房-double room 3.標(biāo)準(zhǔn)間-standard room 4.豪華客房deluxe room 5.豪華套房deluxe suite 1.Executive Office (EO) 2. Front Office (FO)3. Food and Beverage

2、 (FB ) 4.Housekeeping ( HK)5.Human Resource ( HR)6.Sales and Marketing ( SM)7.Financial Department ( FIN)8.Engineering Department ( ENG)9.Security Department ( SEC) 10.Purchasing Department (pur)二、各部門(mén)名稱(chēng)1. Executive Office (EO) 總辦總辦2. Front Office (FO) 前廳部前廳部 3. Food and Beverage (FB ) 餐飲部餐飲部4.Housek

3、eeping ( HK) 房務(wù)部房務(wù)部 5.Human Resource ( HR) 人力資源部人力資源部6.Sales and Marketing ( SM) 市場(chǎng)營(yíng)銷(xiāo)部市場(chǎng)營(yíng)銷(xiāo)部7.Financial Department ( FIN) 財(cái)務(wù)部財(cái)務(wù)部 8.Engineering Department ( ENG) 工程部工程部 9.Security Department ( SEC) 保安部保安部10.Purchasing Department (PD)采購(gòu)部采購(gòu)部三、酒店各服務(wù)點(diǎn)英語(yǔ) 一、休閑、娛樂(lè)設(shè)施： 1.游泳池- swimming pool 2.酒吧-bar 3.茶室- tea r

4、oom 4.健身房- gym 5.咖啡廳- coffee shop 6. 棋牌室-chess and card room 7.水療 spa二、會(huì)議、商務(wù)設(shè)施：會(huì)議、商務(wù)設(shè)施：1.會(huì)議室- Conference room2.商務(wù)中心- business center 3.多功能廳-Multifunctional hall 四、其他設(shè)施四、其他設(shè)施：1.餐廳-restaurant/dining-room 、 2.廚房-kitchen 3.大廳-lobby 4.休息區(qū)-rest area 5.洗衣房-laundry 6.停車(chē)場(chǎng)-parking area 7.公共區(qū)域-PA（public area）

5、四、房間物品、設(shè)施 一、洗漱用品：一、洗漱用品：1.牙膏-toothpaste2.牙刷-toothbrush3.口杯-cup 4.毛巾-towel 5.剃須刀-shaver 6.梳子-comb 7.鏡子-mirror 8.洗臉盆-washbasin 二、淋浴設(shè)施、用品：二、淋浴設(shè)施、用品：1.浴室-bathroom2.浴盆-bath tub 3.淋浴噴頭-shower head 4.沐浴露-bath foam 5.洗發(fā)液-shampoo6.香皂-toilet soap7.浴衣-bathrobe8.浴巾-bath towel 9.浴帽-shower cap10.腳巾-foot towel 11.

6、拖鞋-slipper 12.睡衣-pajamas 三、床上用品：三、床上用品： 1.bed 2.sheet 3.mattress 4.quilt 5.coverlet 床罩/被單 6.pillow 7. blanket 四、電器設(shè)備：四、電器設(shè)備：1.switch2.socket 3.plug4.TV5.telephone6. fridge 7.electric fan8.air-conditioning/air conditioner 9.remote control10.iron （ain ） 五、其他：五、其他：Curtainbalconyhook clothes-hanger carp

7、etrubbish basket garbage bagtoilet paper ashtraychair stoolsofa tea table room card/key 6.節(jié)假日：節(jié)假日： 、西方節(jié)日： 情人節(jié)-Valentines Day 愚人節(jié)-All Fools Day 母親節(jié)-Mothers Day 父親節(jié)-Fathers Day 感恩節(jié)-Thanks Giving Day 圣誕節(jié)-Christmas Day 、中國(guó)節(jié)日： 新年：-new years day 春節(jié)-Spring Festival 元宵節(jié)-the Lantern Festival 端午節(jié)-Dragon Boat

8、Festival 清明節(jié)-Tomb-Sweeping Day 中秋節(jié)-Mid-Autumn FestivalITEMS Greeting Greeting 問(wèn)候問(wèn)候 Thanks Thanks 致謝致謝 回答致謝回答致謝 Apologies Apologies 致歉致歉 Directions Directions 指路指路 Festivals Festivals 節(jié)日節(jié)日 Department Department 各部門(mén)名稱(chēng)各部門(mén)名稱(chēng) Facility Facility 設(shè)施設(shè)施 Courtesy English 禮貌英語(yǔ)禮貌英語(yǔ)注意事項(xiàng)： 1、酒店英語(yǔ)是商務(wù)英語(yǔ)，較注重禮節(jié)。 非正式英語(yǔ)

9、Whats your name ? 正式英語(yǔ) May I have your name , please? 2、別說(shuō)“I dont know.” 可以說(shuō)“just a moment, please. Ill check that for you.” Ill ask our supervisor.You are welcome Its my pleasure Thats all right .Not at all Dont mention it 何足掛齒何足掛齒 Apologies 致歉 Excuse me I am sorry. I am awfully sorry. Its my fault

10、. I apologize for this.Directions 指路 Go upstairs/downstairs. Its on the 2nd floor. This way, please. Turn left/right This way to the elevator. Follow me, please.第二節(jié)第二節(jié) 客房英語(yǔ)客房英語(yǔ)LOGORoom Cleaning 清理房間清理房間Showing Room 為客人開(kāi)房為客人開(kāi)房Laundry Service 洗衣服務(wù)洗衣服務(wù)Emergencies緊急情況緊急情況1234On Guests Requests 回應(yīng)客人的要求回應(yīng)

11、客人的要求5Showing Room 為客人開(kāi)房為客人開(kāi)房LOGO1、為客人引路、為客人引路Bellman shows guest to his/her room.Introduce hotel service .等客人進(jìn)入房間后，詢(xún)問(wèn)等客人進(jìn)入房間后，詢(xún)問(wèn) How do you like this room? If you need something, please call me. Have a nice day.） 背景常識(shí)須知背景常識(shí)須知Showing Room 為客人開(kāi)房為客人開(kāi)房LOGO2、如何搭訕、如何搭訕在等待電梯的空隙，如果始終一言不發(fā)，終究有些尷尬。所以，不妨準(zhǔn)備一在等待

12、電梯的空隙，如果始終一言不發(fā)，終究有些尷尬。所以，不妨準(zhǔn)備一些話(huà)題跟客人搭搭訕些話(huà)題跟客人搭搭訕雖然未必有什么實(shí)質(zhì)性的內(nèi)容，但可以給客人一種雖然未必有什么實(shí)質(zhì)性的內(nèi)容，但可以給客人一種友善、熱情的感覺(jué)。例如：友善、熱情的感覺(jué)。例如：Is this your first visit here? 這是您第一次來(lái)這兒?jiǎn)?？How do you like this city? 您覺(jué)得這個(gè)城市怎么樣？This city is famous for its ethnic food. 這個(gè)城市以風(fēng)味小吃馳名。Its very hot today, isnt it? 今天真熱， 是吧?Your child is

13、 so cute. 您的孩子真可愛(ài)！ 背景常識(shí)須知背景常識(shí)須知句型精選句型精選LOGO1、招呼和帶領(lǐng)客人、招呼和帶領(lǐng)客人Welcome to Hotel!May I see your room card?Your room number, please?Follow me, pleasePlease watch your step.Please take the lift on your left.句型精選句型精選LOGO2、回應(yīng)客人的要求、回應(yīng)客人的要求Right away, sir.我馬上就去辦，先生。Ill bring .to you right away.我馬上就為您拿.來(lái)。Im af

14、raid were not allowed to do so.恐怕我們不允許這么辦。Ill check with my supervisor.我得請(qǐng)示主管。 情景對(duì)話(huà)情景對(duì)話(huà)LOGO M：Mary 瑪麗 G：Guest 旅客M: Heres your room,Mrs Laura. After you. G: Thank you.M: Show I put your luggage here? G: Ok, thank you.M: Here is the safe. Youll find its instruction in our service booklet.Its by the te

15、lephoneG: Great! Thank you.M:Anything else Ican do for you?G: No, thanks.M: Im always at your service, Mrs.Laura. Have a nice day. Good-bye!句型精選句型精選LOGO1、請(qǐng)求清理房間、請(qǐng)求清理房間Turn-down service. May I come in？開(kāi)夜床了，我可以進(jìn)來(lái)嗎？B.Shall I come back later, sir?先生，要我等會(huì)兒再來(lái)嗎？C.What time would be better for you?您什么時(shí)間更合適呢

16、？D.Please call the Front Desk when you want your room done.當(dāng)您需要清理房間時(shí)，請(qǐng)給前臺(tái)打電話(huà)。 句型精選句型精選LOGO2、進(jìn)房清理、進(jìn)房清理May I vacuum the room now？我可以吸塵嗎？B.May I tidy up your desk?我?guī)湍硪幌聲?shū)桌好嗎？C.May I move this?我可以移動(dòng)這個(gè)嗎？D.Sure, go ahead.好的，請(qǐng)吧。 情景對(duì)話(huà)情景對(duì)話(huà)LOGO M：Mary 瑪麗 G：Guest 旅客M: （Knocking the door）Housekeeping.May I com

17、e in?G:Come in, please.M:Good evening, maam. May I do your room now?G:Sure.(Finish cleaning the room)M:I m done. Anything else,maam?G:No, thanks. 句型精選句型精選LOGO 背景常識(shí)須知背景常識(shí)須知1、添加物品、添加物品*I am out of the toilet paper. 我的廁紙用完了。*Can I have an extra pillow? 我能多要個(gè)枕頭嗎？*Can you bring me a hair-dryer? 能給我拿個(gè)吹風(fēng)機(jī)嗎

18、？*Right away, sir / maam. 我馬上去辦，先生/女士。*Certainly, sir / maam. 好的，先生/女士。 句型精選句型精選LOGO 背景常識(shí)須知背景常識(shí)須知2、客房設(shè)施出現(xiàn)問(wèn)題、客房設(shè)施出現(xiàn)問(wèn)題Theres a bad smell in my room.我的房間有一股特別難聞的氣味。My toilet is clogged.我的抽水馬桶堵住了。My ceiling is leaking.我的天花板漏水。The air-conditioner isnt working.空調(diào)壞了。Im sorry to hear that.很抱歉聽(tīng)到這樣的事。Ill ask

19、the engineer to check it. 我叫工程人員來(lái)檢查。It takes time to repair.修理需要時(shí)間。Can you change a room for me?可以給我換個(gè)房間嗎？Would Room 3102 be alright?3102房間好嗎？Could you change a room,sir?先生，您換個(gè)房間好嗎？We are really sorry for this.我們實(shí)在是非常抱歉。 句型精選句型精選LOGO 背景常識(shí)須知背景常識(shí)須知3、教客人使用保險(xiǎn)箱、教客人使用保險(xiǎn)箱*I d like to use the safe. 我想使用這個(gè)保險(xiǎn)

20、箱。*Let me show you how to use it.讓我給您示范怎么使用它。*You enter the password.您輸入密碼。*You may change the password by doing this.這樣做，您就可以更改密碼。*Here is the instruction card.這里是使用說(shuō)明卡。 句型精選句型精選LOGO 背景常識(shí)須知背景常識(shí)須知4、mini-bar 添加飲品添加飲品*Can I have some sprites? 我能要些雪碧嗎？*Do you have iced tea? 你們有冰茶嗎？*Which kind of drink

21、would you prefer? 您喜歡哪種飲料呢？*Which brand would you prefer? 您喜歡什么牌子的呢？5、遞送物品、遞送物品*Here is a fax / parcel for you. 這是您的傳真/包裹。*Could you sign here, please? 請(qǐng)您在這簽個(gè)名好嗎？ 句型精選句型精選LOGO 背景常識(shí)須知背景常識(shí)須知1、送洗衣物、送洗衣物pDo you have any laundry? 您有送洗的衣物嗎？pHere is my laundry bag, 3 pieces. 這是我的洗衣袋，有三件。pCould you fill in

22、the laundry list? 請(qǐng)您填寫(xiě)洗衣單好嗎？pHow long will it take you? 你們（洗衣物）要多久？pIt takes 12 hours. 要12個(gè)小時(shí)。pYou may get them back by 9 pm. 您在9點(diǎn)以前可以取回。pFor quick service, you may get them in 2 hours. 快洗服務(wù)的話(huà)，可以?xún)蓚€(gè)小時(shí)之內(nèi)取回。pIt has an extra charge of 50%.它需要額外收取50%的費(fèi)用。pWe charge 50% more for quick service. 快洗服務(wù)我們要加收50%

23、的費(fèi)用。 句型精選句型精選LOGO 背景常識(shí)須知背景常識(shí)須知2、洗滌要求、洗滌要求nCan you remove the stain?可以去掉這塊污漬嗎？nWell try our best.我們會(huì)盡力。nI want it dry-cleaned.這個(gè)我要干洗。nI want it washed by hand.這個(gè)我要手洗。nIt needs ironing.這個(gè)要燙干。nI see.我明白了。情景對(duì)話(huà)情景對(duì)話(huà)LOGO M：Mary 瑪麗 G：Guest 旅客M: Housekeeping. Do you have any laundry?客房服務(wù)部。您有要洗的衣物嗎？G: Yes. He

24、re is the laundry bag.有。這是洗衣袋。M: Could you fill in the laundry list?請(qǐng)您填一下洗衣單好嗎？G: Its in the bag.在袋子里。M: Thank you, madam.謝謝您，女士。Emergencies 緊急情況緊急情況LOGO 背景常識(shí)須知背景常識(shí)須知Shall I call a doctor for you？Anything I can do before the doctor arrives? （Dont worry。The doctor is comingYoull be alright soon. Are

25、you feeling better now?Can I help you to look for itIll report to our assistant Manager 句型精選句型精選LOGO 背景常識(shí)須知背景常識(shí)須知1、火警等意外、火警等意外Attention, please! 請(qǐng)注意！The hotel is on fire. 酒店失火了！The hotel is under attack. 酒店正受到襲擊。The hotel is in danger. 酒店有危險(xiǎn)。A typhoon is coming. 臺(tái)風(fēng)要來(lái)了。Please leave your room. 請(qǐng)離開(kāi)您的房間

26、。Take the emergency exit! 走緊急出口！Lets go! 走吧！ 句型精選句型精選LOGO 背景常識(shí)須知背景常識(shí)須知2、客人生病或受傷、客人生病或受傷She fainted! 她暈倒了！Your nose is bleeding. 你的鼻子在流血！I have a headache / stomachache. 我頭疼/肚子疼。My leg is broken! 我的腿斷了！That hurts! 那里受傷了！ Please dont move. 請(qǐng)別動(dòng)！Ill call the doctor. 我去叫醫(yī)生。Ill call the ambulance. 我去叫救護(hù)車(chē)。

27、Here is your medicine. 這是您的藥。Are you feeling better now? 您感覺(jué)好些嗎？ 句型精選句型精選LOGO 背景常識(shí)須知背景常識(shí)須知3、客人遺失物品、客人遺失物品My bag was stolen! 我的包被偷了！Im sorry to hear that.我對(duì)此深表遺憾。When and where did you last see it?您最后一次見(jiàn)到它是什么時(shí)候、什么地方？Could you describe it?您能不能描述一下它是什么樣子呢？Shall I call the police for you, sir?我為您報(bào)警好嗎，先生

28、？ 句型精選句型精選LOGO 背景常識(shí)須知背景常識(shí)須知4、托兒服務(wù)、托兒服務(wù)Can you look after the baby for us?你能幫我照看一下我們的寶貝嗎？We are not allowed to do that.我們是不允許照看小孩的。How about the baby-sitting service?托兒服務(wù)怎么樣？ 第三節(jié)、餐飲英語(yǔ)PART 1 為客人服務(wù)Dialogue 對(duì)話(huà) S: Good morning，sir. Welcome to Sun Sun Caf. G: Good morning. S: How many persons of you, plea

29、se? G: A table for four, please. S：Where would you prefer to sit? By the window, please. S: Ill show you to your table. this way, please. Is this fine? G：OK, its fine. S: Please have your seat, sir. G: Thanks. S: Here is the menu, sir, please take a look. S: Our waiter/waitress will come to take you

30、r order right away. A moment ,please. S: Wish you have a pleasant meal.電話(huà)訂位1.電話(huà)用語(yǔ)1)The Rose Restaurant.May I help you?2) .This is Paul.How may i help you?2.詢(xún)問(wèn)是否是某餐廳nIs this the Japanese Restaurant?nHello,Is this the ABC Restaurant?n3.告知是餐廳n Yes,it is.May I help you,sir?4.詢(xún)問(wèn)店內(nèi)是否提供餐點(diǎn)1) What kind of fo

31、od do you serve?2) Id like some information about your meal.What kind of food do you serve?3) Do you have a childrens menu (portions)?4) Do you have (any) vegetarian dishes?5.告知店內(nèi)餐點(diǎn)1) We serve a great variety of popular Japanese dishes in set courses and we serve many meat dishes.2) We serve many gr

32、illed meat,prawn and vegetable dishes which are prepared in front of the guest .3) Yes,we do.We have a different menu for our vegetarian quests.6. 詢(xún)問(wèn)價(jià)位1) What is the price range for the set menu?2) What price do your set courses start at?3) How much is your dinner set?4) Do you have a cover charge?7

33、. 告知價(jià)位1) From NT 600 per person,sir.2) We have set courses from NT360.8. 詢(xún)問(wèn)是否有收服務(wù)費(fèi)1) Do you have a service charge?9.詢(xún)問(wèn)營(yíng)業(yè)時(shí)間1) How early do you open for lunch?2) When does the restaurant open for breakfast?3) What are the restaurants hours?4) What are your dinner hours?10.告知營(yíng)業(yè)時(shí)間1) We open at 11:30 for

34、 lunch,Ms.2) The restaurant opens at 11a.m.3) The restaurant is open for breakfast from 6a.m. until 10a.m.4) The restaurants hours are from 11a.m. until 10 p.m.11.詢(xún)問(wèn)營(yíng)業(yè)到幾點(diǎn) Until what time are you open?12.告知營(yíng)業(yè)到幾點(diǎn) We are open until 10 but our last order for dinner is at 9:30p.m.13.詢(xún)問(wèn)打烊時(shí)間1) When does th

35、e restaurant close?2) When do you close?14.告知打烊時(shí)間 The restaurant closes at 10 p.m.15.告知最后點(diǎn)餐時(shí)間1) Our last order is at 9p.m.Could you arrive a little earlier than that,please?2) Our last order is at 10p.m.Could you come before that as to enjoy a leisurely meal?16.客人訂位1) I want a table for 6:30 this ev

36、ening.2) Id like to reserve a table.17.確認(rèn)預(yù)約名單 Just a moment,sir.Ill check our reservetion list.18.接受訂位1) I have reserved a table for three persons for 7:30 in your name.2) Id like to confirm your reservation for tomorrow evening.19.詢(xún)問(wèn)偏好 what kind of food would you prefer?20.告知偏好 Lets see. Something

37、unusual would be good. Bye Bye第四節(jié)、前廳崗位基本操作對(duì)話(huà)1、入住服務(wù)（check in）：2、結(jié)賬服務(wù)（check out）：3、預(yù)定服務(wù)（reservation）：一、入住R: ReceptionG: Guest Check inR: Good morning, madam! My I help you?G:I need a room.R: Do you have room reservation, please?G: No.R:OK, what kind of rooms would you like? single room or double room?

38、G:I need a single room for two nights! R: Madam ,our rack rate is 998 RMB per-night, but now our promotion rate is 518 RMB per-night, including one or two breakfast.G: Its ok.R: Madam, may I have your passport, please?G: Here you are!R: Thank you! Here is your registration form, please check and sig

39、n your name here.R: Miss Zhang ,how would you like to make the payment, credit card or in cash?G: credit card. here you are.R: Thank you! May I deposit 1500 RMB for you?G: Certainly.R: please input your password!R: Miss Zhang, here is your pos-list ,please sign your name here.Do you have any valuabl

40、e things to deposit?G: No, thanks.R: Here is your passport、credit card、pos-list and your room card ,please take care! The Breakfast is in the Gold Coast, the service time is from 6:30-9:30, just show your room card . The bellboy will help you with your luggage and show you to your room.Have a nice s

41、tay in our hotel!C/I 入住Dialogue A / 對(duì)話(huà)A：Good morning, sir.Welcome to Golden Ocean Holiday Inn .May I help you?A: would you like single room or double room?B: I like a single room./I have a reservation for a single roomA：May I have your name, sir, please?B：My friend help me the book，She used the name

42、 of zhang pengA：Just a moment , sir. Let me check the reservation for you. A: May I have your passport.B：Yes.Here you are.A：Thank you.Mr Zhao.Please sign here B：Yes.A：Mr Zhao , How long would you like stay here? B：Just one night. A：Thank you. How would you like to pay the deposit? In cash or credit

43、card? B：Credit card. A：May I have your credit card ? B：Yes. A：Thank you for your credit card. Sir.Please sign here, B：Yes. A：Mr Zhao,Your room number is 8385. This is your room key.Here you are. B：Thank you . A：Enjoy your staying. 1、入住服務(wù)（、入住服務(wù)（check in）C : Good afternoon , sir . Welcome to our hotel

44、 . May I help you ?下午好，先生，歡迎您入住我們酒店，我能幫您些什么嗎？G: Yes. I booked a room one week ago .是的，我前一周已預(yù)定了一個(gè)房間C: May I have your name please , sir ?先生，請(qǐng)問(wèn)您貴姓？G: John Smith.約翰-史密斯C: Just a moment , sir . While I look through out list. Yes , We do have a reservation for you , Mr. Smith. A single room with bath . Y

45、ouve paid 2000 Yuan RMB as a deposit . Is that correct ?先生，請(qǐng)您稍等一會(huì)。我看下清單，是的，史密斯先生，我們這里有您的預(yù)定。一個(gè)帶浴室的單人間，您已經(jīng)支付2000元的預(yù)定金，是這樣的嗎？G: Thats it .就是這樣。C: Would you please fill in this registration card , sir ！先生，請(qǐng)您填寫(xiě)這張登記表。G: Sure . Here you are. I think Ive filled in everything correctly .可以，給你，我想各項(xiàng)內(nèi)容都填對(duì)了。C: L

46、et me see Name , address, nationality, passport number , signature and date of departure . Oh , here , sir . You forget to fill in the date of departure. May I fill it in for you ? You are leaving on讓我看看.名字，地址，國(guó)籍，護(hù)照號(hào)碼，簽名，啟行日期。喔，先生，這里，您忘記填寫(xiě)這個(gè)啟行日期了，我可以幫您填寫(xiě)嗎？你離開(kāi).G: October 24.十月二十四日C: May I see your pa

47、ssport , please ? Thank you ,sir. Now everything is in order . And here is your key . Mr. Smith . Your room number is 1107. Its on the 11th floor and your room rate is 500 RMB per night . Here is your key card with all the information on your booking, the hotel services and the hotel rules and regul

48、ations on it. Please make sure that you have it with you all the time. You need to show it when you sign for your meals and drinks in the restaurants and the bars. 能把您的護(hù)照給我看看嗎？謝謝！現(xiàn)在所有手續(xù)都辦好了，史密斯先生，這是您的房間鑰匙，您的房間是1107號(hào)。它在第11層樓，您的房費(fèi)是每晚500元。這是您的房卡以及所有預(yù)定信息，酒店服務(wù)和酒店規(guī)章制度都在上面，請(qǐng)您務(wù)必隨時(shí)帶著它。以便當(dāng)你在餐廳用餐和酒吧消費(fèi)掛賬時(shí)，需要它來(lái)證

49、明。G: Yes, Ill keep it with care , thank you .好的，謝謝，我會(huì)小心保管的。C: I hope you enjoy yours stay with us.希望您在這兒過(guò)的愉快。 2、check outR: Good morning ,madam . May I help you?G: Check out, please.R: Madam, May I have your room card?G: Here you are.R: The room number is 2008, Miss Zhang , am I right ？G: Yes.(打電話(huà)給客

50、房中心，報(bào)2008退房)R：Miss Zhang, did you take anything from the mini-bar?Have you enjoy your stay in our hotel?(客房中心報(bào)房間OK) Miss Zhang ,this is your bill , please check .You have consumed 1300 RMB in our hotel. May I have your credit card ,please? This is your pos list , please sign your name. Do you need i

51、nvoice ? No , thanks. Thank you for staying with us! Hope to see you again! 2.結(jié)賬服務(wù)（結(jié)賬服務(wù)（check out）C: Good morning. Sir，Can I help you?早上好，先生，我能為您做些什么？G: Yes. I would like to check out. Could I have my bill. Please?好的，我想結(jié)賬，我能看下我的賬單嗎？C: Certainly, sir, May I know your name and your room number, please

52、 ?當(dāng)然可以，先生，能把你的名字和房間號(hào)告訴我嗎？G: Dennis black, Room 1108.丹尼斯-布萊克，1108號(hào)。C: All right. Here is your bill, Mr. Black. The total is 1800 Yuan.好的，這是您的賬單，布萊克先生?？偣彩?800元。G: The figure seems right.這數(shù)據(jù)好像沒(méi)錯(cuò)C: How would you like to pay, Mr. Black , in cash or by credit card ?你怎么付賬，布萊克先生。用現(xiàn)金還是信用卡？G: In cash. Here is the money. 用現(xiàn)金，這是錢(qián)。C: Thank you, Mr. Black . Just a moment, pl