酒店英语00002(000001.doc

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1、【精品文档】如有侵权，请联系网站删除，仅供学习与交流酒店英语00002(000001.精品文档.Unit One Room Reservation预 订 房 间Part 1 Reservation 预订预订员在大厅前台工作,负责回答有关预订房间的询问,还要负责办理预订,取消以及改变预订。人们用各种方式预订房间,目前电话预约用得最多,所以应特别注意电话中的交际礼仪。这将影响到客人对酒店的印象，说话如平常般亲切，询问客人私人问题时，应特别注意礼貌。办理预约时，在确定了客人的意思或条件之后，应该复述一次，以表慎重，不懂的问题应及时再问一次，力求做到清楚、明确，确定对方挂电话后，再轻轻挂上话筒。接受预

2、订后，认真填写好预定酒店日志。C=Clerk 前台职员 G=Gust 客人（1）Reservation in person 亲自预订C: Good morning. This is Room Reservation. May I help you? 您早，客房预订部，能为您效劳吗？G: Yes, Id like to reserve a room. 我想预订一个房间。C: Thank you. For which date? 谢谢您，要订哪一天的？G: From January 5 th. 从一月五号日一开始。C: For how many nights? 要住几晚呢？G: For four

3、nights. 四个晚上。C: How many guests will there be in your party? 您一行共有多少位客人呢？G: Just my wife and myself. So I prefer a twin please. 只有我太太和我。请给我一间两张单人床的房间。C: Hold the line, please. Ill check our room availability for those days. Thank you for waiting, we have a twin at RMB1,000 and at RMB1,500. Which wou

4、ld you prefer? 请别挂断。我查查那几天有没有空房间。让你久等了，我们有1000元和1500元的双人房间，您喜欢哪一种？G: Ill take the one at RMB1,500. 我要订1,500。C: Certainly. May I have your name and initials, please? 好的。请告诉我您贵姓及名字的第一个字母好吗？G: Yes, its Tom Cruise T.C. 好的，我叫汤姆克鲁斯T.C.。C: Mr. Tom Cruise. May I have your phone number, please? 汤姆克鲁斯先生，请给我您电

5、话号码好吗？G: Yes, the number is 010 82073660. 好的，号码是010 82073660。C: What time do your expect to arrive, sir?先生，您预定什么时候抵达？G: Oh, around 7pm, I suppose. 嗯，我想是下午7点左右吧。C: Id like to confirm your reservation. A twin room for Mr. And Mrs. Cruise at RMB1,500 yuan per night for four nights from January 5th to 9

6、th. My name is Mary and we look forward to serving you. 我要再确定一下您的预约，克鲁斯夫妇要一间两张床的双人房，每晚1500元。一月五日到九号四个晚上，我叫玛丽，期待能为您服务。（2）Reservation for others 代人预订C: Good morning. Room Reservations. May I help you?您早，这里是客房预约部，能为您效劳吗？G: Yes, Id like to reserve a room for a colleague. 我想替一位同事预订房间。C: Thank you, sir. W

7、hich date would that be? 谢谢您，先生。要订什么时候？G: For one week. From October 1 to 7. 从10月1日到7日，总共一个星期。C: Which kind of room do they want? 他们需要什么样的房间？G: A double. Hell be accompanied by his wife. 一间双人床的房间，他太太要陪他来。C: Could you hold the line, please? Ill check our room availability. Thank you for waiting. Im a

8、fraid we have no double rooms, but we do have some twin rooms at RMB 1,000 and RMB 1,500 available. 请别挂断好吗？我查查是否还有房间。让您久等了。恐怕我们没有双人床房间，但是我们还有几间价位1,000元及1,500元人民币的两张单人床房间。G: The one at RMB 1,500 sounds fine. 1500元的那种听起来挺不错。C: Certainly, sir. May we know the name of your colleague and his wife? 好的，能告诉

9、我你同事夫妇贵姓吗？G: Mr. And Mrs. Terry Thompson. 特里汤普森夫妇。C: Thank you. May I have your name and telephone number, please? 谢谢，请告诉我您的姓名和电话号码好吗？G: Yes, its 82073660, extension 1301. I work in IBM China. My name is Bill Smith. 好的，82073660，转1301。我在中国国际商业机器公司工作，我叫比尔史密斯。C: Do you know their flight number and arri

10、val time? 您知道他们的班机号码和抵达时间吗？G: Yes, its Pan American Flight # 009. His flight arrives at 2pm, so he should be there by 5pm at the earliest. 是泛美009班机，他的班机下午2点抵达，所以他应该最早下午5点到贵酒店。C: Thank you very much. My name is Mary. If you have any further enquiries, please dont hesitate to contact me. We look forwa

11、rd to serving your colleague.谢谢，我叫玛丽，如果您想进一步询问的话，请不要犹豫，尽管和我联络，我们期待能为您的同事服务。Part 2 Unsatisfied Reservation 未能预约当酒店无法满足客人的预约时，无论为何种情况，预约员都应做到彬彬有礼，并尽自己所能帮助客人，向客人推荐其它类型的房间或附近其它酒店，一定不能因为客人要求太高可稍显无理而粗暴拒绝。若客人不接受建议，也应感谢他打来电话询问。C=Clerk 前台职员 G=Guest 客人（1）Being full 客满C: Good morning! May I help you? 早上好，我能为您效

12、劳吗？G: Yes, Id like to reserve a room with a private bath room for November 14. 是的，我想预订一个带洗澡间的单人房，11月14日。C: Please hold on. Ill check our rooms availability. (After a while) Im afraid we are fully booked on that day. Would you like us to put you on our waiting list and can inform you in case if we ha

13、ve a cancellation? 请别挂断，让我查看当天是否有空房。（过了一会儿）那天已经订满了。我们把您列入候补名单，一旦有人退房，我们便通知您，您看好不好？G: No, thanks. Could you recommend another hotel near the city center to me? 不用了，谢谢。你能推荐另一家靠近市中心的酒店给我吗？C: Yes, of course. If you require a hotel as ours, I would suggest that you try the Hilton Hotel. 当然可以，如果你想要一家跟我们一样

14、的酒店，那么我建议您试一试希而顿酒店。G: Do you know the rate per night there? 你知道他们的收费吗？C: Im sorry. We dont have the exact rate but its around two hundred yuan per night. 对不起，我们没有确切的价目，但大约是200元一晚。G: That sounds good. Do you have their telephone number? 听起来不错，你有他们的电话号码吗？C: Yes, it is 82073660. 有，是82073660。G: Thank yo

15、u very much. Goodbye . 非常感谢你，再见。C: Thank you for calling us and goodbye.谢谢您给我们打电话，再见。（2）Being unavailable 没有空缺C: Good Morning, sir. What can I do for you? 早上好，先生，我能为您效劳吗？G: Good Morning. I want to book a twin room. 早上好，我想预定一个双人床的房间。C: Which kind of room would you prefer? 您喜欢什么样的房间？G: I want a twin r

16、oom with a city view. 我想要一间能看到城市的双人房。C: We do have twin rooms but they are all facing the lakes, not the city. 我们有双人房，但全都是向湖泊的，并非向城市的。G: Its too bad. Let me think about it. Ill get back to you later. Thank you very much. Goodbye. 那太糟了，让我考虑一下。我稍后通知你。谢谢，再见。C: Thanks for calling. Goodbye.谢谢你的来电，再见。（3）I

17、ncompletely satisfied reservation 无法连续预订至期满C: Good morning. Room reservation. May I help you? 早安，客房预约部，能为您效劳吗？G: Yes, Id like to reserve a room. 是的，我想预定一个房间。C: Which date would that be ? 要订什么时间的？G: Id like a twin room for 6 nights from March 15th. 从3月15日起6个晚上，我要一间有两张单人床的房间。C: Could you hold the line

18、, please? Ill check our room availability for those days. Thank you for waiting, sir. We have a twin available for four nights from March 15th, but Im afraid there is none available on the night of March 19th. 您请稍等好吗？我查一下那几天的房间。先生，请您久等了，我们从3月15日到18日4天有两张单人床的房间，可是3月19号没有。G: Well, do you have two sing

19、les for that night? 那么，那天晚上有没有两间单人房呢？C: Im very sorry, sir, but we are fully booked for all types of room on that night. 非常抱歉，那天晚上所有的客房都预约满了。G: I see. Can you book me into another hotel in the area? 哦，可不可以替我在当地预订另一家旅馆呢？C: Im afraid we dont have any information on their room availability. Would you l

20、ike me to book you for all nights except the 19th? 恐怕我们没有他们的房间信息，要我帮您登记除19号以外的房间吗？G: Ill think about it and let you know. 我考虑一下再通知你。C: Thank you. We look forward to hearing from you. 谢谢您，我们盼望着您能再打电话来。Part 3 Confirmation, Change or Cancellation确认、变更与取消当客人确认或更改预订时，都应复述一遍，尤其时间、房间类型等以表示慎重，并填写好预订日记，以便查询，

21、确认预订后，应给客人发一份书面确认函。C= Clerk 前台职员 G= Guest客人(1) Confirmation 确认C: Good morning. This is Room Reservations. May I help you? 您好，客房预订部，能为您效劳吗？G: Yes, Id like to confirm a reservation. 我要确认一项预订。C: Certainly, sir. May I have the date of your reservation, please? 好的，先生。请告诉我您预订的日期好吗？G: It was for May 1st, f

22、or two nights. 5月1日两个晚上。C: May I have you name, please? 请问您的名字？G: My name is Li Wei, L I W E I . 我叫李威。L I W E I . C: Could you hold the line, please? Ill check our reservation record. Thank you for waiting, sir. Your room is confirmed for that day. We look forward to serving you. 请稍等，别挂断电话，我要查看一下预订记

23、录。让您久等了，先生。您那天的房间确定了。我们期待着为您服务。（2）Change 变更C: Room Reservations. May I help you? 客户预订部，能为您效劳吗？G: Yes, my name is Tom Cruise, and I made a reservation for 2 nights from September 25th. Id like to extend it for one more night until the 27th. 我叫汤姆克鲁斯，我预订了从9月25日起2个晚上的房间，我想再延长一个晚上一起到27日。C: For 3 nights f

24、rom September 25th until 27th. 从9月25日到9月27日3个晚上。G: Thats right. 对。C: Will there be any change in your room type? Your reservation is for a twin room. 是否更改房间类型呢？您所预订的是两张床的双人房。G: No. 不改。C: Do you need limousine service? 你需要机场接送服务吗？G: Thats exactly what I want. How much does it charge? 这正是我需要的，请问如何收费?C

25、: Eighty yuan for one way. You can make the reservation now. We have a counter at the airport where our representative will escort you to the car. 单程收费为80元，我们在机场设有柜台，将有专人引导你上车。G: That sounds good. Ill take it. 听起来不错，就这样吧。C: Thank you. We look forward to serving you. 谢谢你，我们期待着为你服务。（3）Cancellation 取消C

26、: Room Reservations. May I help you? 客房预订部，能为您效劳吗？G: Id like to cancel a reservation. 我要取消一项预订。C: In whose name was the reservation made? 是以谁的名字预订的？G: Tom Cruise. 汤姆克鲁斯。C: What was the date of the reservation? 什么时间的？G: From September 7 for 3 nights. 从9月7日起3个晚上。C: Is the reservation for yourself or f

27、or another party? 这项预订是为您自己订的还是为别人订的？G: Its for my manager. 是为我的经理订的。C: May I have your name and phone number, please? 请告诉我您的姓名及电话号码？G: Yes, Its Terry Tompson and my number is 82073660. 好的，我叫特里汤普森，电话是82073660。C: Thank you, sir. I will cancel Mr. Cruises reservation from September 7th for 5 nights. M

28、y name is Mary and we look forward to another chance to serve you. 谢谢您，先生，我将取消克鲁斯先生自9月7日起5晚的预约。我叫玛丽，我们期待另有机会为您服务。Selected Sentences 精选句型 Be willing to help 表示愿意帮忙Can I help you?我能为你效劳吗？What can I do for you?我能为你效劳吗？How can I help you, sir?我能为你效劳吗？May I help you?我能为你效劳吗？ Ask a guest to wait a minute

29、请对方稍候Just a moment, please.请稍等。One minute/ moment, please.请稍等。Could you wait a minute, please.请稍等。Hang on, please.请稍等。 Accept reservation 接受预订We have a single available for those dates.我们那些天有单人间。We do have a vacancy for those dates.我们那些天有空房间。We are glad well be able to accept your booking.很高兴我们能够接受你

30、的预订。 Fail to accept reservation 未能接受预订Im sorry, we are fully booked on that day.很抱歉，那天 的房间已经满了。Im sorry, we dont have triple room.很抱歉，我们没有三人间。Im sorry, sir. We do not have any vacancy for those dates.很抱歉，那天我们没有空房间。Im sorry, Miss. We are booked solid on that date.很抱歉，那天的空房间全部订完了。Im sorry, we dont hav

31、e any room available for that week.很抱歉，那星期我们没有剩余的房间。Im sorry, We are full up for those dates.很抱歉，那些天我们的房间已经满了。 Explain the service included in room rent 解释房费所包括的服务项目For RMB550 youll have a telephone 550元的房间你将有电话For RMB550 youll get 550元的房间你将有For RMB550 youll be entitled to 550元的房间你将享用For RMB550 it i

32、ncludes 550元产房间包括For RMB550 we provide you with 550元的房间我们将为你提供 Ask about likes 询问喜好Would you rather like A or B?你喜欢A还是B？Would you prefer A or B?你喜欢A还是B？Which would you like, A or B?你喜欢A还是B？Which would you rather like, the large one or the small one?你喜欢大的还是小的？ Offer suggestions 提出建议I would suggest th

33、at you try the Hilton.我建议您和希尔顿饭店联系一下。You might want to try the Palace Hotel.你可以和王府饭店联系一下。Why dont you try the Beijing Hotel?为什么不试一试北京饭店？You could try the Peace Hotel if you like.如果你愿意你可以试一试和平饭店。 Quote 报价A single would run you between RMB 535 and RMB 280 .单人间的价格在535和280之间。A single can cost you betwee

34、n RMB 535 to RMB 280 for a single.单人间的价格在535和280之间。Prices go/ range from RMB 535 to RMB 280 for a single.单人间的价格在535和280之间。 It is RMB 550 per night for a single. 单人间每人每晚550元。 Ask about personal information 询问个人情况Could/ Would you tell/ give me your name?请问您贵姓？Could / May I have your name / address / t

35、elephone number?您能告诉我你的名字/地址/电话好吗？Do / Would you mind telling / giving me your name, please?我可以知道你的名字吗？ Ask a guest to speak slowly 请求对方讲慢一点Excuse me, sir, but could you speak (a little more) slowly, please?对不起，先生，你可以慢一点讲吗？Excuse me, miss, but would you please slow down a little?对不起，小姐，你可以慢一点讲吗？Excu

36、se me, Madam, but do you mind slowing down a little?对不起，女士，你可以慢一点讲吗？ Farewell words 告别语Thank you for calling us.多谢你打电话来。Thank you for choosing us for your service.谢谢你选择我们为你服务。Thank you for using room service.感谢您使用我们的客房服务。We are looking forward to serving you.我们期待着为你服务。Unit Two Reception接 待Part 1 Che

37、ck - in 入宿登记当客人来到前台时，接待员首先向客人问好，然后请客人填写入宿登记表，当客人填写完登记表以后，接待员应检查一下，要做到各项内容都清晰准确。客人交来表格，接待员要先说谢谢，然后收下。如果要客人等候，一定要道歉，语气应尽量婉转，得体，无论多么忙碌，也应先跟客人打招呼，以示稍后将办理他们的事务。当客人询问时，无论问题有多简单，绝不能表示出不耐烦，应该耐心向客人解释清楚，当拒绝客人的要求时，千万不能生硬，要婉转且有礼貌地拒绝。对付麻烦的客人时接待员更应该做到适度得体，明确指出其要求与酒店的规定相矛盾。C=Clerk 接待员 G = Guest 客人(1) Check in the

38、hotel 办理入宿登记手续 Have reservation 有预订C: Good morning, sir. Can I help you?您好，我能为您效劳吗？G: Good morning! I have a reservation for a single room here. 早上好，我预订了一个单人间。C: May I have your name, please? 请问您的姓名?G: My name is Cruise, Tom Cruise. 我叫布克鲁斯,汤姆克鲁斯.C: Just a moment, sir, while I look through our list.

39、Yes, I have it. Mr. Cruise. A single room with a bath. One thousand and eight hundred yuan, advance deposit paid. Is that correct? 稍等一下，先生，我查一下登记表，哦，我查到了，克鲁斯先生一间带洗澡间的单人房，已预付1200元订金,对不对?G: Yes, thats it. 是的。C: Mr. Cruise, would you please fill in the registration form, with your name, address and nat

40、ionality? Please also indicate the method of payment you prefer. (the clerk verifies the form and record it.) Thank you for waiting, sir. Here is your hotel passport and keycard to Room A101. Please show it when signing bills in our restaurants. Ill call the bellboy and hell take you to your room. I

41、 hope you enjoy your stay with us. 克鲁斯先生，请填写这张登记表格，包括你的姓名，地址、国籍。并请指明付款方式。 （接待员对表格并纪录资料）先生让你久等了，这是你的住房证明及锁匙，你的房号是A101。你在酒店内用餐签帐时请出示此证。我会吩咐服务生带你到房间，希望你在这里住得愉快。 No reservation 未预订C: Thank you for waiting, sir. Im afraid we have no record of your reservation. Where was it made? 先生，让您久等了，恐怕我们没有你的预订记录，您是在

42、哪儿预订的？G: Thats very strange. It was made about a week ago through our travel agents at home, Peace Tours. 怪事，我们大约是一周前在家里通过和平旅行社预订的。C: Im afraid we have no record of any reservation made by Peace Tours in your name. Do you have a confirmation letter? 恐怕我们没有和平旅行社以您的名字所做的预订记录。有确认函吗？G: No. We dont . We

43、only have a copy of our itinerary. 没有，我们只有一张复印的旅程表。C: May I see it. Please? Im afraid this wont be enough . One moment, please. Ive to check if there are rooms available May I suggest a family suite? We have just had a cancellation. 请给我看一下，好吗？这恐怕不够充分。请等一下，让我查看是否有空房我提议你入住家庭套房，刚有一位客人取消预订。G: Thats grea

44、t! How much is it?太好了！如何收费？C: Three thousand yuan per night plus two per cent service charge and three per cent government tax. 3000元一晚，另加2%服务费及3%政府税。G: Thats fine. Ill take it. 那不错。我订下来了。C: But the room is not yet ready. Perhaps you could fill in the registration form first and then rest in our lob

45、by for a while. We will let you know when the room is ready. 但房间还没有准备好，或许你们可以先办理登记手续，然后在大堂休息一会儿，当房间准备好，我们会通知你，好吗？G: All right, thanks. 可以，谢谢。(After the registration) （登记完成后）C: Thank you, Heres our welcoming brochure with all the information of our facilities. My name is Mary. If you need any help at

46、 all, do let me know. Im at your service.谢谢，这是我们的迎宾手册，内有酒店各项设施。我叫玛丽，如果你有任何需要，请告诉我，我随时准备为你服务。G: Thank you. 谢谢。Selected Sentences 精选句型 Ask a guest to fill in form 请客人填写表格Would you please fill ort this form?请你填这张表好吗？Would you please complete the registration form?请你填这张登记表好吗？Could you please fill in this form?请你填这张表好吗？Could you please sign here?请你在这里签字好吗？ Consult documents 查看资料May I have a loo