酒店前廳部英語培訓課件

前廳部英語培訓教材

Englishtrainingmaterial目錄第一章

基礎英語…1第二章

客房預訂…22第三章登記入住…32第四章結賬退房…44第五章電話服務…55第六章物品寄存…73第七章洗衣服務…92總經理Generalmanager餐飲部FoodandBeverageDepartment前廳部Frontoffice客房部HousekeepingDepartment銷售部SalesandmarketingDepartment人力資源部HumanresourceDepartment培訓部TrainingDepartment康樂部RecreationDepartment工程部EngineeringDepartment保安部SecurityDepartment財務部FinancialDepartment采購部PurchasingDepartment營業(yè)場所名稱Namesofbusinessplace前臺FrontOffice禮賓部Concierge商務中心BusinessCenter總機Operator健身中心Fitnesscenter大堂吧LobbyBar咖啡廳CofferShop收銀Cashier美容美發(fā)BeautySalon商店Store/shop中餐廳ChineseRestaurant西餐廳WesternRestaurant職位Position總經理GeneralManager副總經理AssistantgeneralManager經理Manager秘書Secretary大堂副理AssistantManager收銀員Cashier主管Supervisor領班Captain客房服務員Attendant接待員Receptionist接線員Operator行李員Bellman月份Month一月January二月February三月March四月April五月May六月June七月July八月August九月September十月October十一月November十二月December星期Week星期一Monday/Mon星期二Tuesday/Tue星期三Wednesday/Wed星期四Thursday/Thu星期五Friday/Fri星期六Saturday/Sat星期日Sunday/Sun禮貌用語CourtesyEnglish

1、Goodmorning/afternoon/evening,Sir/Madam.早上好/下午好/晚上好,先生（女士）。2、Nicetomeetyou.很高興見到你。3、Howdoyoudo?/Howareyou?你好嗎？4、Welcometoourhotel.歡迎光臨我們酒店。5、Haveagoodtime.祝您過得愉快！

6、Justamoment,please.請稍等一下。7、Don’tworryaboutit別擔心。8、Ibegyourpardon?(orPardon?)對不起，請再說一遍好嗎？9、Certainly.當然可以。10、Ofcourse.當然可以。11、I’msorry,that’snotallowed.對不起，這是不允許的。12、No,I’mafraidnot.不，恐怕不行電話用語Telephonesentences

1、Waitamoment,please.對不起，請稍等。2、Ibegyourpardon?/Pardon?對不起（我沒聽清楚）。3、Couldyouspeakalittleslower,please？

請您稍微講慢一點。4、Whatnumberareyoucalling?請問對方什么電話號碼。

5、Couldyouholdtheline,please?請不要掛機。6、Youarewantedonthephone,Mr.Bellow.貝羅先生，有您的電話。7、Pleaseholdtheline.I’llputyouthroughinaminute.請稍等，馬上為您接通。8、I’llswitchyoutoRoom1120.我馬上給您接301房間。9、I’msorrytheextensionisbusyjustnow.對不起，電話分機剛才占線。答謝用語Thanksandanswer1、Thankyou(verymuch)謝謝您（非常感謝）2、Thanksalot.多謝。3、It’sverykindofyou.謝謝，您真客氣。4、Youarewelcome.不用謝。5、Notatall./Don’tmentionit.不用謝6、Itismypleasure.非常樂意為您服務。7、Iamatyourservice.隨時為您服務。8、Thatisallright.沒關系。征詢語Consult1、CanIhelpyou?HowmayIhelpyou?/WhatcanIdoforyou?我能為您做些什么？2、IsthereanythingIcandoforyou?有什么能為您效勞的嗎？3、Whatelsedoyouwant?Isthereanythingelse?您還要別的什么嗎？4、Ifyouneedanythingelse?justfeelfreetotellme.如果您還需要別的什么，盡管告訴我好了。

5、Excuseme,mayIhaveyourname?對不起，請問您怎么稱呼？提醒用語recallingwords1、Watchyourstep.請走好。2、Becareful,please.請小心。3、Donotworry.別擔心。4、Takeiteasy.別緊張。5、Pleasedonotsmokehere.請不要在這吸煙。6、Pleasedonotleavinganythingbehind.

請別忘了您的東西。道歉Apology1、Iamsorry.對不起。2、Sorrytokeepyouwaiting.對不起，讓您久等了。3、Waitamoment,Iwillasksomebodytohandleit.請稍等，我馬上叫人來處理。4、I’msorry.很抱歉。5、Excuseme.對不起。6、Sorrytohavekeptyouwaiting.對不起，讓您久等了。7、Sorrytointerruptyou.對不起，打擾了。8、Itdoesn’tmatter.沒關系。9、Nevermind.不要緊，沒關系。告別Farewell1、Goodbye.再見。2、Goodnight.晚安。3、Seeyoulater.一會見。4、Seeyoulater(tomorrow).以后（明天）見！5、Haveagood/nicetrip.旅途愉快。6、Wishyouhaveapleasantjourney.

祝您旅途愉快。7、Goodluck.祝你好運。8、Goodbyeandthanksforcoming.

再見，感謝您的光臨。9、Goodbyeandhopetoseeyouagain.

再見，歡迎下次再來。10、Haveagoodrest.祝您休息好！指引方向Askingandgivingdirections1、Thisway,please.這邊請。2、Goahead,andturntotheleft/right.往前走，然后左/右轉。3、Itisonthesecondfloor.在二樓。4、Itisnextto…緊靠著…5、Itisoppositethe…在…的對面。6、Iwilltakeyouthere.我?guī)ァ?、Goupstairstothethirdfloor.往樓上走到三樓。8、Takethelifttothethirdfloor.乘電梯到三樓。9、Theliftsareinthelobbynearthemainentrance.電梯間在大廳靠大門外。10、Let’staketheelevatoruptothesecondfloor.讓我們乘電梯上二樓。11、Whereisthetoilet?衛(wèi)生間在哪？12、Thereisawashroomattheendofthecorridor.洗手間在走廊盡頭。13、Youfirst,please.您先請。14、Walkstraightahead.一直往前走。15、Turnleft(right).往左（右）轉。16、Goupstairs(downstairs).上（下）樓。

第一章客房預訂Howmuchistheroom?房租是多少錢？

I'dliketoextendmyreservationforonemorenight.我想將預定再延長一晚Wewillextendthereservationforyou.我們會為您延長預定的ShallImakeareservationforyounow?我現在為您預訂好嗎？Whendidyoumakethereservation?您什么時候預定的Inwhosenamewasthereservationmade?這項預定是用誰的名字訂的Yourroomisconfirmed.您的預定已經得到確認

Doyouhaveonesingleroomfortwonights?我想訂倆個晚上的單人房一間行嗎？I'dliketoreservearoom.我想訂個房間。

Whichdatewillthatbe?要訂在什么時候？Howmanynightsdoyouwishtostay?您希望住幾晚？

RoomReservation（經典對話）A：Goodmorning!Roomreservations,mayIhelpyou?B：Yes,I'dliketoreservearoom.A：Thankyou,sir.Forwhichdateandhowmanyguestswilltherebeinyourparty?B：FromApril,16thto20th.Justmywifeandmyself.A：FromApril,16thto20th.Andwhichkindofroomwouldyouprefer,sir?B：twin,please.A：Couldyouholdthelineplease.Iwillcheckourroomavailability.Thankyouforwaitingsir.Wehaveatwinroomat368yuanpernight.Wouldthatbeallright?B：Ok,I'lltakeit.A：Thankyou,sir.MayIhaveyournameandphonenumber,please?B：Sure,mynameisAronJohnson.Myphonenumberis32425827.A：Mr.AronJohnson.Phonenumberis32425827.Excuseme,howdoyouspellyourfirstname?B：It'sdoubleA-r-o-n.A：DoubleA-r-o-n.ThankyouMr.Johnson.MayIknowyourarrivaltimeonApril,16th.B：Around9pm.A：Mr.Johnson.Fortheunguaranteedreservation,wecanonlyholdtheroomby6pm.Becauseitisthepeakseasonnow.Ifyoumaketheguaranteedreservation,wecanholdtheroomovernight.Wouldyouliketomakeaguaranteedreservationbycreditcard?B：Fine,doyouacceptAmericanexpress?A：Yes,mayiknowthenumber?B：It's134948.A：ThankyouMr.Johnson.You'vemadeguaranteedreservationinJinhuaHotel.FromApril,16thto20thforfivenights.Ifyoucan'tarriveatscheduled.Pleaseinformusbefore6pmonApril,16th.Thankyouforcalling.Andwelookforwardtoservingyou.第二章登記入住Didyoumakeareservation?您預訂房間了嗎？Doyouhaveareservation?您預訂了嗎？MayIhaveyourname,please?您能告訴我您的名字嗎？Forwhichdatesdoyouwanttobooktherooms?您想訂哪幾天的房間呢？Whattimewillyoubearrive?您將在何時到達？Wehavesinglerooms,doublerooms,suitesanddeluxesuitesinourhotel.我們賓館有單間、雙人間、套間和豪華套間。Adoubleroomcosts368Yuanpernight.雙人房的房價是每晚368元。Breakfastisalsoincluded.早餐也包括在內。Whatkindofroomwouldyouliketoreserve?您想訂哪種類型的房間?Asingleroomoradoubleroom?要單人間還是雙人房間？MayIhaveyourname,please?請問您的姓名。Howlongwillyoubestaying?您將要住多久？Howwouldyouliketomakepayment/settleyourbill?您打算如何付款呢？Incash/BycreditcardMayIseeyourpassport,please?請出示您的護照。Couldyoufillinthisform,please?請?zhí)顚戇@份表格。Couldyousignyourname,please?請簽上您的姓名。Thisis/Here’syourkeycard.這是您的匙牌。Yourroomnumberis246onthesecondfloor.您的房間號碼是二樓的246室。Ifyouleaveafter6:00p.m,you’llhavetopaythefullaccount.晚上六點以后退房,按全天收費計算.Ifeelterriblysorry.Thisisthebusiestseasonandallkindsofroomsarefullybooked.非常抱歉，這個季節(jié)人多，各種房間都訂滿了。經典對話C=FrontOfficeClerk前臺服務員G=Guest顧客C:Goodafternoon.WelcometoJinhuahotel.MayIhelpyou?下午好！歡迎光臨錦華大酒店。能為您效勞嗎？G:Yes,I’dlikecheck-in,please.我要登記住宿。C:Certainly,Sir.MayIhaveyourname,please?好的，先生。請問大名？G:I’mLawrenceBrown.我叫勞倫斯布朗。C:Doyouhavereservationwithus.Mr.Brown?布朗先生，您預訂了房間了嗎？G:Yes,fromtonight.是的，預訂了。從今晚開始。C:Justamomentplease.I’llcheckourreservationrecord.(Afterawhile)Thankyouforwaiting,Mr.Brown.YourreservationisforatwinfromMarch5thto7thforthreenights.Isthatright?請稍后，我檢查一下預訂記錄。（過了一會兒）讓您久等了，布朗先生，您預訂了從3月5日到7日3個晚上的雙床間，是這樣的嗎？G:Exactly.對。C:Couldyoufillouttheregistrationform,please?

請?zhí)顚戇@張登記表好嗎？G:Fine(Filltheform)好的（填寫表格）C:Howwouldyouliketomakepayment?您打算如何付款呢？G:ByAmericanExpressCard.用美國運通信用卡。C:MayItakeaprintofthecard,please?請讓我劃印一下你的卡，好嗎？G:Sure,hereyouare.好的，給你。C:Thankyou,Mr.Brown.Yourroomnumberis2809.That’sonthe8thfloor.Pleaseenjoyyourstay.謝謝您，布朗先生。您的房間是9樓的2809房，希望您住得愉快。第三章結賬退房經典對話(C=CashierG=Guest)C:Goodmorning,sir.MayIhelpyou?G:Yes,I’dliketocheckout.C:Certainlysir.MayIhaveyourroomkey,please?G:Sure,hereitis.C:Justamoment,please.I’lldrawupyourbillforyou.(Afterawhile)C:Mr.Johnson,yourbilltotalsUS$520.Howwouldyouliketomakethepayment?G:Bycreditcard.DoyouacceptVisa?C:Yes,Mr.Johnson.G:Hereyouare.C:(Printthecard)Couldyousignhere,please?G:Sure.C:Thankyou,Mr.Johnson.Hereisyourcreditcardandyourreceipt.Haveanicetrip.結賬基本應對Justamoment,please.Thecashierwillhaveyourbillreadyinamoment.請稍等，收銀員馬上會準備好您的賬單。Iwillcalculate/drawupthebillforyou.我?guī)湍Y帳單。Howwouldyousettlethebill/makepayment?您打算如何付賬呢？Incash/Bycreditcard.用現金、信用卡。Thankyouforwaiting,Mr.Lee,hereisyourbill.Wouldyoulikecheck?讓您久等了，李先生。這是您的賬單，您要核對一下嗎？MayIhaveaninvoice?可以給我開張發(fā)票嗎？Certainly,sir.MayIknowthenameofyourcompany?當然可以，先生。請問貴公司寶號？Couldyousignyournamehere,please?請您在這兒簽名，好嗎？Here’syourchangeandreceipt/invoice.這是您的零錢和收據/發(fā)票。

外幣兌換*I’dliketochangetheseUSdollarsintoRMB.我想把這些美元兌換成人民幣。*Couldyoufilloutthisform,please?請您填寫這張表格好嗎？*TheexchangerateofUSdollartoRMBis100:823,thatwillgiveyouRMBXXyuan.美元兌人民幣的匯率是100：823，那就是要給您xx元人民幣。*Wouldyoulikeitinsmallorlargebills?您想要小額還是大額的鈔票？WehaveachangelimitofUS$XXbetween9p.m.and8a.m.在夜晚9點到早上8點之間，我們有xx美元兌換限額。YoumaygototheBankofChinatochangeyourmoney.您可以到中國銀行去兌換。

Ifwechangelargeamounts,ourcashsupplyrunsoutandwe‘reunabletoobligeourotherguests.如果兌換大額的款項而造成資金短缺，那么我們就無法為其他客人提供服務了。Wehopeyoucanunderstand.希望您能諒解。關于延遲退宿Ifyoucheckoutafter12:00atnoon,you’llhavetopayalloftherate.如果您在中午12點之后退宿，就得付半天的房費。Ifyoucheckoutafter6:00p.m.,you’llhavetopaythefullrate.如果您在下午6點之后退宿，就得付一天的房費。

送別客人Haveanicetrip.祝您旅途愉快。Wehopetoenjoyyourstay.希望您在這兒住的愉快。

第四章電話服務電話服務一、經典對話Goodevening,informationdesk,mayIhelpyousir?Yes,IhavesomethingurgentospeaktoMr.Williamhooverbrown,butIforgothisroomnumber.Iseesir,Iwillcheckitforyou.Howdoyouspellhisnameplease?w-i-l-l-i-a-m,h-o-o-v-e-r,WilliamhooverThankyousir,justaminutplease.Thankyouforwaittingsir.MrHooverisstayinroom1027,areyoucallingfromoutsidesir?No,it'shousephone.Iamafraidwecannottransferroomtoroomcalls,couldyoumakethecallderectlyplease?Youmaydial0firstandthentheroomnumber.Allright,thankyouYoualwayswelcome,sircouldyouputmethroughtoroom203.請幫我接通203號房好嗎？whomwouldyouliketospeakwith?您想找哪一位？I’dliketospeaktoMr.Brown.我想請布朗先生聽電話howdoyouspellhisnameplease?請問他的名字怎么拼？couldyourepeatthatplease?請再說一次好嗎？couldyouspeakmoreslowlyplease?請說慢一點好嗎？couldyouspeakalittlelouderplease?請說大聲一點好嗎？couldyouholdthelineplease?請別掛斷好嗎？couldyouputmethroughtoroomreservation？westernrestaurantdesk/toroomserviceplease?你能幫我接通客房預訂部/餐廳預訂處/客房送餐服務部嗎？justamomentplease?請稍侯I’llputyouthrough…我這就為您轉接過去goahead,youthrough.請講，您的電話已接通。couldyoupagehimforme?請幫我用廣播叫他好嗎？I’mafraidyourpartywascutoff.對方恐怕已經掛斷了Didhegivehisname?他有沒有留下名字？I’mafraidthelineisbusy./I’mafraidthelineisengaged.恐怕電話正占線I’mafraidthere’snoguestwiththatname./I’mafraidthere’snoployeewiththatname/I’mafraidthere’snorestuarentwiththatname.恐怕沒有叫那個名字的客人/職員/餐廳酒店內部轉接電話Couldyouputmethroughtoroom2127please?請幫我接通2127號房好嗎？I’mafraidthereisnoreplyfromroom2127恐怕2127房沒有人接聽。Couldyoutryagain?你能再試一次嗎？I‘llsentsomeonetohelpyou.

I’dliketocallmyfriendinhisroom,whatshallIdo?我想打電話到朋友的房間，該怎樣打？Fromthehouseroom,pleasedialtheroomnumberderectly.打內線請直撥房號I’mafraidthereisstillnoreply.恐怕還是沒有人接聽。Wouldyouliketoleaveamessage?您給他留言好嗎？I’llputyouthroughtothemessagedesk.我?guī)湍油粞耘_。I’mafraidyoudialthewrongnumber.您恐怕撥錯號碼了。Wehavenoroomwiththatnumber我們并沒有那個號碼的房間。Who’reyoucallingplease?請問您要找誰？Whichcountryareyoucalling?請問您是要打到哪個國家？You’rethrough電話接通了pleasedialextension352請撥分機352訂叫醒電話I’dliketohaveamorningcallfortomorrowmorning我想訂個明天早上的叫醒.atwhattime?幾點呢？atwhattimeshallwecallyou?我們該什么時候叫您起床？Thephonenumberofourhotelis2088888.我們賓館的電話號碼是2088888。Pleasedial9beforeyoudialthenumber.拔號碼前請先拔9。Forlocaltelephonecalls,pleasepress9firstandthendialthenumber.若打本地電話，請按9，然后再拔號。

Weareopenfrom6inthemorningto11intheevening.我們的營業(yè)時間是從早上6：00到晚上11：00。There’swifiatthelobbyarea.

大堂范圍內有無線網絡。Iwanttousetheinternet.我想上網。YoucanusetheWIFIinthelobby.您可以在大堂獲取WIFI上網。HowdoIgetaninternetconnection?我怎樣才能上網?A

Hello!

Canyoutellifthereisaninternetconnectioninthehotel?A

你好！請問在旅館里可以上網嗎？B

Yes,sir.

Thereis.B

是的，先生?？梢?。A

WhatshouldIdo?A

我該怎么做？B

There’saninternetcableinyourroom.

Justconnectittoyourlaptop.B

在你的房間里有網線。把它和你的筆記本接起來就可以了。A

OK,andthat’sall?

DoIhavetodoanythingelse?好的，就這些嗎?我還需要做什么嗎？B

Yes,youneedapasswordtoconnecttothehotelinternet.

Thepasswordis。。。.是的，上網需要密碼。密碼是。。。A

OK.

Thatsoundsclearandsimple.Thankyou.好的。聽起來清楚簡單。謝謝你。B

You’rewelcome.

Justcallagainifyouhaveanyproblems.不客氣。如果你有什么問題再打電話來。五物品寄存服務

經典對話B=BellmanofCloakroom寄存處服務員G=Guest顧客B:Goodafternoon.CanIhelpyou?下午好，有什么能為您效勞嗎？G:I`dliketoleavethisbagwithyou.我想把這個袋子存在你這兒B:Certainlysir.Isthereanythingvaluableorbreakableinit?好的，先生。請問袋子里頭有貴重或易碎物品嗎？G:Ur...Thereisanecklaceinit.嗯...有條項鏈B:Wouldyoumindtakingthenecklacewithyou,orleavingitatthesafetydepositbox?您是否介意自己帶著這條項鏈或者把它放在保險箱里呢？G:Well,don'tbother.I'lltakeitwithme.Willthatbeallright?唉，別麻煩了，我自己拿著它吧。這樣可以了嗎？B:Thankyou,sir.Hereisyourtag.Thiscloakroomisopentill11:00pm,couldyoupickitupbythen?謝謝您，先生。這是您的取物牌。本寄存處開放到晚上11點，您在那以前來領取好嗎？G:Sure.Thankyou.好吧，謝謝。B:Withpleasure,sir.非常樂意為您服務，先生。I'dliketoleavethisbagwithyou.我想把這個袋子寄存在你這兒。Isthereanythingvaluableorbreakableinit?請問這里面有貴重或易碎物品嗎？Wouldyoumindtakingthevaluableswithyou,orleavingthematthesafetydepositbox?您是否介意自己帶著貴重物品或者把它們放在保險箱里呢？Hereisyourtag.這是您的取物牌。Youareexpectedtoproducethetagwhenyoucollectyourbag.您來拿袋子的時候要出示取物牌。Thiscloakroomisopentill...,couldyoupickitupbythen?本寄存處開放到...，您在那以前來領取袋子好嗎Isthisthecorrectnumberofbags?

請您清點一下行李夠嗎？Hereisyourhandbagtag!

這是您的行李寄存卡。I’mverysorrytohavekeptyouwaiting?

對不起，讓您久等了。MayIhaveyourbaggagetag,please?

請出示您的行李牌？Justamomentplease,Ihavebroughtyourbaggage.

請稍等一下，我去推一個行李車。Therearesafetydepositboxesatthefrontdesk.

您好，總臺那里有貴重物品保險柜。youmay[can]leaveyourluggageintheconcierge您可以把行李放在禮賓部。Please

sign

your

name

here.

請您在這里簽名。Are

these

your

baggage?

這些是您的行李嗎？Is

this

everything,

sir？

這是全部東西嗎，先生？Just

a

moment,

madam.

I'll

bring

them

to

you

right

away.

等一會兒，夫人。我馬上送來。Would

you

like

me

to

call

a

taxi

for

you?

你需要我為你叫一輛出租車嗎？Would

you

want

a

taxi?

您需要出租車嗎？About

20

minutes

by

taxi

from

here

to

Airport.從這里到機場大概需要20分鐘。I‘m

sorry

to

have

kept

you

waitting

.Sorry

to

have

kept

you

waiting對不起讓你久等了。

Would

you

tell

me

your

phone

number您能告訴我您的電話號碼嗎？

After

you,

please．/

You

first,

please.你先請。

This

way,

please這邊請。

Is

there

anything

else

I

can

do

for

you？

您還有什么事要我做嗎？

Doyouneedtostoreyourbaggage?Wouldyouliketocheckyourluggage?您需要寄存您的行李嗎？

Whatisyourroomnumber?

您能告訴我您的房間號嗎？領取物品CanIgetmybagback,please?請問我能拿回我的袋子嗎？MayIhaveyourtag,please?請把取物牌給我好嗎？Couldyoucheckifeverythingishere?勞駕您檢查一下東西是否齊全好嗎？客人遺失了取物牌Ileftmybagwithyou,butIcan'tf