专业酒店英语口语情景对话及其单词分析.doc

*- 基础对话： （1） A: What can I do for you, sir? 先生,您要来点什么? B: What have you got this morning? 今天早上你们这儿有什么? A: Fruit juice, cakes and refreshments, and everything. 水果汁,糕点,各种茶点等等,应有尽有. B: Id like to have a glass of tomato juice, please. 请给我来一杯西红柿汁. A: Any cereal, sir? 要来点谷类食品吗,先生? B: Yes, a dish of cream of wheat. 好的,来一份麦片粥. A: And eggs? 还要来点鸡蛋什么的吗? B: Year, bacon and eggs with buttered toast. I like my bacon very crisp. 要,再来一份熏猪肉和鸡蛋,我喜欢熏猪肉松脆一点. A: How do you want your eggs? 您喜欢鸡蛋怎么做? B: Fried, please. 煎的. A: Anything more, sir? 还要什么别的东西吗,先生? B: No, thats enough. Thank you. 不要了,足够了.谢谢. Dialogue 2 (A couple waiting to be seated in a crowded restaurant) (一对夫妇在拥挤的餐厅外等待就座) A: Do you have a reservation, sir? 请问您订位了吗?先生,太太? B: No, I am afraid we dont. 没有. A: Im sorry. The restaurant is full now. You have to wait for about half an hour. Would you care to have a drink at the lounge until a table is available? 很抱歉,餐厅已经满座了.约要等30分钟才会有空桌.你们介意在休息室喝点东西直至有空桌吗? B: No,thanks. Well come back later. May I reserve a table for two? 不用了,谢谢.我们等一会儿再来.请替我们预定一张二人桌,可以吗? A: Yes, of course. May I have your name, sir? 当然可以.请问先生贵姓? B: Bruce. By the way. Can we have a table by the window? 布鲁斯.顺便,我们可以要一张靠近窗口的桌子吗? A: Well try to arrange it but I cant guarantee, sir. 我们会尽量安排,但不能保证,先生. B: Thats fine. 我们明白了. (Half an hour later, the couple comes back.) 半小时后,布鲁斯夫妇回来了. A: Your table is ready, sir. Please step this way. 你们的桌子已经准备好了,先生,太太.请往这边走. Dialogue 3 A: Waiter, a table for two, please. 服务生,请给我一张两人的桌子. B: Yes, this way please. 好的,请跟我来. A: Can we see the menu, please? 能让我们看一看菜单吗? B: Here you are. 给您. A: Whats good today? 今天有什么好吃的? B: I recommand crispy and fried duck. 我推荐香酥鸭. A: We dont want that. Well, perhaps well begin with mushroom soup, and follow by some seafood and chips. 我们不想吃香酥鸭.或许我们可以先吃蘑菇汤,然后再要点海鲜和土豆片. B: Do you want any dessert? 要甜品吗? C: No dessert, thanks. Just coffee. 不,谢谢. 咖啡就行了. (After a few minutes.) 过了一会儿. A: I can have the check, please. 结帐. C: George. Lets split this. 乔治,我们各自付帐吧. A: No, its my treat tonight. 不,今天我请客. B: Cash or charge, sir? 现金还是记帐? A: Charge, please. Put it on my American Express. 记帐.请记入我的"美国运通信用卡"帐号. Dialogue 4 A: Good morning. Can I help you? 早上好.有什么能效劳的吗? B: I want an American breakfast with fried eggs, sunny side up. 我想要一份美式早餐,要单面煎的鸡蛋. A: What kind of juice do you prefer, sir? 您想要哪种果汁呢? B: Grapefruit juice and please make my coffee very strong. 西柚汁,还有,我要杯很浓的咖啡. A: Yes, sir. American breakfast with fried eggs, sunny side up, grapefruit juice and a black coffee. Am I correct, sir? 好的,一份美式早餐,要单面煎的鸡蛋,西柚汁及一杯清咖啡,对吗? B: Yes, thats right. 是的. A: Is there any thing else, sir? 还有什么吗,先生? B: No, thats all. 没有了,谢谢. (Later) 稍后 A: Good morning, sir. Ive brought the breakfast you ordered. 早上好,先生.您要的早餐送上来了. B: Just put it on the table, please. 请放在桌上. A: Do you need anything else, sir? 先生,还有其他需要吗? B: No thanks. Ah, yes! Can I have some more juice for the minibar? 没有,谢谢. 啊!可否多放一些果汁在冰箱里? A: What kind of juice would you like, sir? 哪种果汁呢,先生? B: Tomato, orange and apple juice, please. 番茄汁,橙汁及苹果汁. A: Yes, sir. Ill get them for you right away. Would you please sign this bill first? Thank you, sir. 好的,我立刻去取.麻烦您先签了这张帐单 . Dialogue 5 A: Oh, Im starving. Id like to try some real Chinese cuisine. What would you recommend, waiter? 啊,我快饿死啦.我想吃点真正的中国菜.您给我推荐什么呢,服务生? B: Well, it depends. You see, there are eight famous Chinese cuisines:for instance, the Sichuan cuisine, and the Hunan cuisine. 那要看情况了.您知道,中国主要有八大菜系.比方说,川菜,湘菜. A: They are both spicy hot, Ive heard. 我听说这两种都很辣. B: Thats right. If you like hot dishes, you can try some. 对.您要是爱吃辣的,可以试试. A: They might be too hot for me. 对我来说可能太辣了点. B: Then theres the Cantonese cuisine and the Jiangsu cuisine. Most southerners like them. 再有是粤菜和江苏菜.大多南方人都爱吃. A: What about any special Beijing dishes? 有什么特别的北京风味菜吗? B: Theres the Beijing roast duck. 有北京烤鸭啊. A: Oh, yes. Ive heard a lot about it. Id like very much to try it. Where can I find it? 啊,对了,听过多次了.我很想试一试.在哪儿能吃到呢? B: You can find it in most restaurants, but the best place is certainly Quanjude Restaurant. 大多数饭店都有烤鸭,可是最好的当然还是全聚德烤鸭店. A: Is it near here? 离这儿近吗? B: Not too near but not too far either. A taxi will take you there in 15 minutes, if the traffic is not too bad, I mean. 不太近也不算远.乘出租车15分钟能到.我是说,要是堵车不厉害的话. A: Well, thank you for your information. But what is the name of that restaurant again? 好,多谢您的指点.请您再说一下那个饭馆的名字好吗? B: Let me write it down on this slip of paper for you. You can show it to the taxi-driver. 我来给您写在这张纸片上.您好拿给出租车司机看. A: Thats very kind of you. Thanks a lot. 您真是太好了!多谢多谢. B: Youre welcome. 不客气 （2） R: Good morning, Madam. There is front office. What can I do for you? G: Good morning. I’d like to check in, please. R: Do you make a reservation? G: A reservation? No. R: May I have your name, madam? G: Shawna Zhang. R:Mrs.Zhang，What kind of room would you like? G: I want to a queen room with bath or shower, and the room with a balcony is better. R: Just a moment. I’ll check it up for you. Thank you for waiting. There are two kind of room cater your requirement. Would you like a room with a front view or a near view? G: Let me see. I think near view room is more suitable for me. Can you tell me the rate of the room? R: sure. The daily rate of the queen room is $100. G: As far as I know. It is the off season now. So can I get a discount? R: yes. Staying in our hotel you can get 20 percent discount after the second night. G: that’s great. R: How long will you stay with us? Mrs. zhang. G: Three days. R：I see. May I have your ID card and telephone number please? G: sure. That’s…… R: Howwouldyouliketomakepayment, bycreditCardorbyCash? G: well, I choose to pay the room rate by cash. R: Wouldyoupleasepay$500 as deposit? We will return the balance to you when you check out. G: OK. Here you are. R: Now everything is in order. Your room number is 1414. And here is your room card. Pleasemakesurethatyouhaveitwithyouallthetime． G: OK. I’ll take good care of it. R: If you are ready, I will call the bellboy and he will take you to your room. G: Thanks a lot. R: You’re welcome. I hope you will enjoy your stay with us. G: I will try. Thank you! R: Good afternoon! This is front office. May I help you? G: This is room 1414.I want to ask which one facility needs to pay extra in the hotel. R: Only the spa and massage is for a fee, the others are all free. G: I know it, thank you. R: It is my duty, I am very glad that I can serve you. R: Good afternoon！Mrs. zhang. Are you checking out now? G: yes. I know I’m a few minutes late. R: It’s not a problem. How was everything? G: The room was great. The bed was really comfortable. And I wasn’t expecting my own mini-bar. R: I’m glad that you like it. Thank you for waiting. The total rate of your room is $300, including service charge. Would you like to check it? G: OK. Let me to see. The figure seems right. R: Here’s your change and receipt. If you need I’ll call the bellboy and he can help you. G: yes. Thank you for your help. R: you’re welcome. Thank you for staying in our hotel. welcome to our hotel again. （3） Guest: Hello, I’d like to check in please. 你好，我想入住贵酒店。 Hotel staff: Certainly. Can I have the name please? 当然可以，能把姓名给我吗？ Guest: Mr Harold Smith. Harold Smith先生。 Hotel staff: Ok, Are you checking out tomorrow?好的，您是明天退房吗？ Guest: Yes, I am. That’s right. 是的没错，是明天退房。 Hotel staff: Will you need a wake up call, sir? 先生您需要唤醒服务吗？ Guest: Yes please. At 6.30am. 是的，请在早上6.30唤醒我。 Hotel staff: Ok then, your room is 502 on the fifth floor. Breakfast is served between 6.30am and 9am. Enjoy your stay.好的。您的房间号码是五层的502房间。早餐是早晨6.30到9点。祝您入住愉快。 Guest: Thank you.谢谢你。 Guest: Good evening, I have a reservation under the name of Tomlinson.晚上好，我有预定，名字是Tomlinson. Hotel staff: Ok I’ve found it. Checking out on the 27th? 好，我找到了。是27日退房吗? Guest: That’s right. 没错。 Hotel staff: Can I take a credit card for the deposit? 我能用您的信用卡划账押金吗？ Guest: Yes, sure. Also, I’d like a non-smoking room please. 当然可以。另外，请给我一间无烟房间。 Hotel staff: Certainly madam. Here’s your key. Your room is on the 7th floor and on the left. Room 781. Check out is at 12 noon. 当然可以，女士。这是您的房间钥匙。您的房间在7层左侧，房间号码781。退房需要在中午12点之前。 请问尊姓大名 May I have your check-out time, please? 请问您什么时候结帐离开？ May I see your passport, please? 请让我看一下您的护照好吗？ May I know your nationality, please? 请问您的国籍是什么？ 2． 麻烦客人时，可使用Could you ~ Could you fill out the form, please? 请您填写这张表格好吗？ Could you write that down, please? 请您写下来好吗？ Could you draft the fax, please? 请您写下传真的草稿好吗？ Could you hold the line, please? 请不要挂电话好吗？ 3．询问客人的喜好或是做什么时，可使用Would you ~ Would you like tea or coffee? 请问您要喝茶还是咖啡？ Would you like to take a taxi? 请问您要搭计程车吗？ Would you mind sitting here? 请问您介意坐在这里吗？ ** 只要在疑问词后加“Would you ~”，就可以提出大部分的询问。 When would you like to visit Kunshan? 请问您想要何时参观昆山？ When would you like to have lunch? 请问您想在哪里用餐？ What time would you like to eat? 请问您想何时用餐？ Who would you like to contact? 请问您想和谁联络？ Which kind of room would you prefer? 请问您喜欢哪一种房间？ How would you like to settle your bill? 请问您的账单如何处理？ How long would you like to stay? 请问您要逗留多久？ How many tickets would you like to buy? 请问您要买几张票？ 4．在提供建议协助、征求意见时，可使用Shall I ~ 或Would you like me to do ~? Shall I draw the curtains? 请问需要我把窗帘拉上吗？ Shall I draw you a map? 请问要我为您画一张地图吗？ Shall I make the reservation for you? 请问要我为您安排预约吗？ （二）招呼语 Good morning. (用于中午以前) Good afternoon. (用于中午至下午六点以前) Good evening. (用于下午六点过后) 在这些招呼语的后面接句子，例如： Good morning, sir. Are you checking-out? 早上好，先生，请问您要退房吗？ Good afternoon, sir. Welcome to LI JIA Hotel. 中午好，先生，欢迎光临丽嘉酒店 Good evening, Ms. May I help you? 晚上好，小姐，请问我能为您服务吗？ 后面也可以接上自己酒店名称、部门名称，如： Good morning, sir. This is the Front Desk. May I help you? 早上好，先生。这里是服务台，请问您需要服务吗？ （三）回答 1.一般性的回答 I see, sir.我明白了，先生。 Certainly, sir.好的，先生。 请对方再等一会儿 Just a moment, please.请稍等。 Thank you for waiting.您久等了，先生。 I am very sorry to have kept you waiting.很抱歉让您久等了。 Could you wait a little longer, please?请您稍候好吗？ 3.要麻烦客人或是拒绝客人的要求时 拒绝客人时，不要一口回绝说“No.”，要委婉一些。 I am afraid I can’t do that.不好意思，我恐怕没办法那样做。 Excuse me, sir. Please let me pass.不好意思，先生，麻烦让我过一下。 4.道歉 如果是自己的错就说“I am sorry.”; 如果是公司的错，就说：“We are sorry.”。 I am very sorry for the delay.很抱歉延误了时间 I am very sorry for the inconvenience.很抱歉造成您的不便。 I would like to apologize for the mistake.为这个错误我深致歉意。 5.客人对自己说“Thank you.”时回答 You are welcome.不客气。 Thank you, sir.谢谢您，先生。 Thank you very much.非常感谢您。 6.交给客人某些东西时，可以说 Here you are.您要的东西在这里。 Here is your room key.这是您的房间钥匙。 Here it is.这是您的东西。 7． 当客人准备离开时，可以说： Have a nice day.祝您有美好的一天。 Please enjoy your stay祝您住宿愉快。 We hope to see you again soon.希望不久能再次见到您。 Thank you for staying with us.谢谢光临。 8．当客人的英语难以理解时 面对客人的疑问，不要只是一味地傻笑，或是一直说Yes, Yes.如果听不懂事，要向客人提出疑问，或是先向对方说“Just a moment, please.”, 然后请求他人协助。 Pardon?对不起？ Pardon me?对不起？ I beg your pardon?对不起请再说一遍好吗？ Could you repeat that, please?请您重复一遍好吗？ 若是不敢肯定对方所说的部分内容时，可以将不明白的部分重复一遍，如： Excuse me, sir. Do you mean you lost your room key？ 不好意思，先生，您是说您丢了房间的钥匙？ 电话英语的应对 1． 接电话时不可以简单地回答“Hello”,而应报上自己的公司或所属单位的名称。例 如： “Hello, this is Information Desk.”您好，这里是问询处。 “Information Desk speaking. May I help you?”问询处，请问您要服务吗? 2.打错电话时 如果是外线打错时，可以回答： I am afraid you have the wrong number. 不好意思，您打错电话了。 This is the LI JIA Hotel, 2234-1156. 这里是丽嘉酒店，电话是2234-1156。 如果是总线转错内线时，可以回答： This is Room Reservations. I’ll transfer your call to Restaurant Reservations. 这里是客房预约处，我帮您转接到餐厅预约柜台。 I am afraid this is a direct line. We can not transfer your call to the Chinese Restaurant Could you dial 2234-1156, please. 不好意思，这是直接电话。我们无法为您转接中式餐厅。请您改拨2234-1156好吗？ 当负责的工作人员不在时 I am afraid Mr.Lin is out at the moment. He should be back around 5 p.m. 不好意思，林先生现在外出。他应该会在下午5点左右回来。 I am afraid Mr.Hao is on another line. Could you hold the line, please? 不好意思，郝先生正在讲电话。请您在线上稍侯好吗？ I’ll tell him to call you back when he returns. 他回来时，我会请他回电。 May I have your name and phone number, please? 请告诉我您的大名和电话好吗？ 4.当会话结束时 结束电话中的对话时，不可以简单说“bye-bye”,最好说： Thank you for calling. 感谢您的来电。 You are welcome, sir. 先生，不客气。 We look forward to hearing from you. 我们静候您的佳音。 Please contact me if you have any further questions. 如果您有任何其他问题，请和我联络。 柜台服务 B=行李服务员（Bellman） C=服务员 (Clerk) H=客房服务员（Housekeeping） BC=领班（Bell Captain） G=客人（Guest） To the Front Desk. 带客人到柜台 B: Good evening, Ms. Welcome to China-trust Hotel. 小姐，晚安。欢迎光临中信酒店。 G: Thank you. 谢谢你。 B: How many pieces of luggage do you have? 请问您有多少件行李？ G: Just this three. 只有这3件。 B: Two suitcases and one bag. Is that right? 2个旅行箱和1个手提皮包，这样对吗？ G: Yes. That’s all. 对，就这些了。 B: I’ll show you to the Front Desk. This way, please. I’ll put your bags by the post over there. 我来带您到柜台，这边请。我先将您的行李放在柱子旁边。 G: I see, thanks. 我知道了，谢谢。 B: A bellman will show you to your room when you have finished checking-in. 当您办好住宿登记时，行李服务员会带您到房间。 G: OK. Fine. 好极了。 B : Please enjoy your stay. 祝您住宿愉快。 Taking a guest to the room 词汇 单人间：single room 双人间：double room 标准间：standard room 套间：suite room 总统套房：presidential suite 豪华套房：deluxe suite 标准套房：standard suite 高级套房：superior suite 商务套房：junior suite 沙龙套房：salon suite 外交套房：diplomatic suite 行政套房：executive suite 行政豪华套房：executive deluxe suite 豪华海景套房：deluxe ocean view suite 湾景套房：bay suite 家庭套房：family suite 客厅：sitting room ■ 服务台常用词汇 management 经营、管理 market price 市价 cashiers desk 兑换处 coin 硬币 accounting desk 帐务处 check_out time 退房时间 voucher 证件 price list 价目表 check, cheque 支票 sign (动)签字 interest 利息 form 表格reservation 预订 reception desk 接待处 tip 小费 reservation desk 预订处 luggage office 行李房 …per thousand 千分之… spare (形)多余的 postpone (动)延期 cancel (动)取消 travellers cheque 旅行支票 pay (动)付款 fill (动)填写administration 管理、经营 note 纸币 registration desk 入宿登记处 lobby 前厅 luggage rack 行李架 visit card 名片 identification card 身份证 rate of exchange 兑换率 conversion rate 换算率 charge (动)收费 bill 帐单 change money 换钱procedure 手续、程序 information desk 问询处 luggage label 行李标签 overbooking 超额订房 …per cent 百分之… reasonable (形)合理的 cash (动)兑换 keep (动)保留、保存 bank draft 汇票 accept (动)接受 procedure fee 手续费 fill in the form 填表 information desk 问讯处 reception office 接待室 hotel register 旅客登记簿 registration form 登记表 newsstand 售报处 postal service 邮局服务处 shop 小卖部 bar 酒吧间 lounge 休息厅 roof garden 屋顶花园 billiard-room 球房 dining-room, dining hall 餐厅 mens room 男盥洗室 ladies room 女盥洗室 cloak-room 存衣处 basement 地下室 cellar 地窖 broom closet 杂物室 room number 房间号码 room key 房间钥匙 suite 一套房间 single room 单人房间 double room 双人房间 sitting-room, living-room 起居室 sofa, settee 长沙发 easy chair 安乐椅 armchair 扶手椅 wicker chair 藤椅 folding chair 叠椅 swivel chair 转椅 rocking chair 摇椅 stool 凳子 stool 凳子 bench 条凳 tea table 茶几 desk 书桌 bookcase 书橱 bookshelf 书架 wardrobe 衣柜 built-in ward