前厅部培训英语.docx

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1、浴室用品booth foam 沐浴露 body lotion 润手霜 cotton bud 棉花棒emery board 指甲锉（nail clipper） razor 剃须刀 soap 肥皂 tooth brush牙刷 toothpaste牙膏 bath tub浴缸 shampoo洗发香波 comb 梳子 hand shower 手动冲淋器 shower room浴房 sewingkit针线包客用布巾Bed spread 床罩 duvet被子 bed pad 床垫 bed sheet床单 Duvet cover 被罩 bath mat 浴垫(防滑垫) bath robe 浴袍Blanket

2、毯子 bath towel 浴巾 hand towel 手巾 face towel 面巾Night mat夜地巾 pillow枕头 turn down service夜床 shower cap 浴帽 shoe shine machine擦鞋器 pillow case枕套 客房文具Message stand 留言架 envelope 信封 post card明信片telephone memo pad 留言条 telephone memo holder 留言垫Book mark书签 letter head信纸 minibar bill 迷你吧账单Laundry list 洗衣单其他物品Shoe b

3、asket 鞋篮 shoe horn 鞋拔子 cloth brush 衣刷 shopping bag购物袋 utility bag 多功能袋 Shoe bag 鞋袋 hair dryer 吹风机客房用品Umbrella 雨伞 ice bucket 冰桶 ice clip 冰夹 bed board 床板Black tea 红茶 green tea绿茶 instant coffee 速溶咖啡Detergent 洗衣粉 rubbish bin 垃圾桶 matches火柴 lamp 台灯 Dont disturb card DND卡 air-conditioner 空调 TV set 电视 writi

4、ng desk写字台 Extension cord插线板 transformer/adapter转换插头Floor drain 地漏 remote contorl 电视遥控器Luggage rack 行李架 drawer 抽屉 Ashtray 烟缸Service guide 效劳指南 carpet 地毯 flashlight 手电筒Mirror 镜子 kettle热水壶 slipper 拖鞋 flush toilet抽水马桶前台专业术语ABF : American breakfast 美式早餐CBF: Continental buffet breakfast 欧陆式早餐Advance depo

5、sit 预先担保金 Billing instruction 付账说明Amenity 实惠工程 Arrival 客房入住登记日期 Cancellation 取消预定 cash advance 信誉卡提现 Cash overage 多出现金 cash shortage 现金短缺 Check out结账离店 close cashier 平账，关闭账户Commission 佣金 complimentary rooms免费房Confidential stay 保密入住 house use rooms酒店自用房Connecting rooms 连通房 confirmation letter 确认函Corp

6、orate rate 公司合同价 baby cot 婴儿床 Departure date 离店日期 discont 折扣Do not move (DNM) 请勿动 pay out现金付出Block 锁房 Day use 日用房cash float 备用金 check in入住登记down grade 降级 drop safe 投款箱due in预抵 due out预离credit card信誉卡 credit limit信誉额度dead move客人不在店的换房 no show预订未到double occpancy 双重预订 House status 房态room rate 房价 share

7、with共享（两人住一间）early arrival 提早到达 early departure 提早离店express check out快速退房 extension of stay延住extra bed加床 guaranteed reservation担保预订guest folio来宾账单 guest history客史half day charge半日房费 in house guest在店客人late check out（L/O）延期退房 log book工作日志locator message位置留言 limousine（transportation）酒店豪华车market share市场

8、份额 net rate净房价out of town（sleep out）外宿 overbooking 超额预订out of order rooms（OOO）坏房out of service rooms（OOS）待修房average transient rate（ATR） average room rate（ARR） 平均房价average House rate(AHR) package包价 percentage of occupancy出租率(OCC)Permanent folios 假房 profile 客人档案Registration card登记卡（RC） Room discrepanc

9、ies房间差异Room types房间类型 rooming list客人名单Round trip transfer双重接机 Tour group旅行团Trace备注，跟进事项 Travel agent 旅行社Unexpected departure Up grade晋级Up sell推销 Valued rate门市价Vacant room空房 Vacant dirty VD 空脏房Vacant clean VC 空干净房 Occupied clean OC 在住干净房Occupied dirty OD 在住脏房 Walk-in 散客FIT=free individual tourist 散客好

10、用句型- Reservation1. Do you have one single room for two night？我想预订2晚的单人房间，有吗2. Good moring.Room Reservation.How may I help you 早上好，预订部，有什么可以帮您？3. How many night do you wish to stay 您想住多久？4. How much is the room 房间多少钱？5. The room rate is RMB xxx. 房价是.6. Would you like to make a guaranteed reservation

11、by credit card你情愿用您的信誉卡作担保吗/7. Id like to confirm your reservation. 让我来确认一下您的预订.8. May I have your airline and flight NO.please我能知道您的航班以及航班号吗9. We offer free trasportation to and from the airport.我们供应免费的机场接送。10. Do you know your arrival time at BaoTou airport,sir您知道您到达包头机场的详细时间吗11. What kind of room

12、 would you prefer 您想要哪种房间12. Id like to reserve a room with a city view.我想要能看到城市的房间。13. Id like to a king size room。我想要个大床房。14. Does the price include Breakfast？房价包含早餐吗？15. We offer spical rates for your company ,sir.For a single room there is a 15% discount.我们给贵公司供应的是特惠房价，单人间有15%的折扣。16. Do you acce

13、pt credit cards /travelers checks你们承受信誉卡/旅行支票吗？17. We hope well have another opportunity to serve you.我们期盼下次为您效劳。18. Your room is confirmed. 您的预订以确认。19. When did you make the reservation. 您的预订是什么时候的20. In whose name was the reservation made您的预订是用谁的名字做的。21. Id like to extend my reservation for more n

14、ight.我想将我的预订延长一晚。22. Well extend the reservation for you.我们将为您延长预订。23. Id like to change /cancel a reservation.我想变更/取消我的预订24. Certainly sir. Well make the change /cancellation for you.我们将为您变更/取消预订。25. Im sorry,but we are fully booked for those days as it is the peak season.(off/slack season淡季)特别愧疚我们

15、的房间在旺季都已经预订出去了。26. Cam you book me into another hotel in the area.你可以帮我在当地订其它的酒店吗？好用句型- Concierge 礼宾1. Let me help you with the luggage.请让我帮您拿行李。2. How many pieces of luggage do you have您有几件行李？3. Is this all your luggage您的行李齐了吗？4. Is there anything valuable oe breakable in your bag您包里有什么珍贵或易碎物品吗？5.

16、Just a minute ,please. Ill bring a baggage cart.请稍等，我去给您推辆行李车过来。6. Shall I put your suitcase here我把您的行李箱放在这里好吗？7. May I show you to your room.须要我带您去房间吗？8. Ill take care of your luggage.我将会帮您看管行李。9. Youre got three pieces of baggage.Is that right ,sir您总共由三件行李，对吗先生？10. Youre welcome.Its my pleasure.不用

17、谢，这是我应当做的。11. The lift is over there,folloe me/this way ,please.电梯在那边请跟我来12. Thank you .Thats very nice of you.特别感谢你真好13. Thats very nice of you，but Im afraid we dont accept tips, thank you all the same.您真好，但是我不能承受您的小费，同样特别感谢。14. Could you call a taxi for us可以帮我们叫辆出租车吗？15. Heres your taxi,please get

18、 in!车来了请上车！好用句型- Check in1. May I know your name可以知道您的姓名吗？2. May I use your ID card /passport可以用一下您的身份证或护照吗？3. Do you have a reservation with us您有预订吗4. Can you fill out the registration form,please请您填写一下表格。5. How would you like to make payment？您怎样付费？6. Please sign at the botton on the right hand sid

19、e.请您在右下角签字。7. You can just skip that and Ill fill it in fo you later on.您可以不必填这些项，过后我帮您补上。8. Your bill will be paid by XX.您的账单将由xx来支付。9. Please enjoy your stay here.祝您入住开心。10. May I have the hotel voucher please.请您出示您的住店凭证。11. That will do.有这个就足够了。12. Ill afraid that this is only a confirmation note

20、 ,but not a voucher.唯恐这只是预订确认单，而不是住店凭证。13. Who is the tour leader please谁是领队？14. Id like to reconfirm the schedule of you stay here.我想和您再次确认贵团在本店的行程。15. Is there any change in the number of your group贵团人数有什么变更吗？16. May I have a group rooming list please？请给我一份团队房间名单吗？17. I s there anything else I can

21、 do for you我还鞥为您做些什么呢？18. If I can be of any help please let me know.,假如您有其它须要请联络我们。19. Im afraid that your room is not quite ready yet .Would you mind waiting please唯恐您的房间 还没打算好，您介意稍等一会吗？20. We are very sorry for the inconvenience.很愧疚给您带来不便。21. There is no hot water.没有热水。22. The room is too noisy.房

22、间噪音太大。23. The window curtain is full of dust.这个窗帘满是灰尘。24. There is no toilet paper in the bathroom.浴房里没有卫生纸了。25. My necklace /watch /wallet is missing.我的项链/手表/钱包不见了。26. Im terribly sorry to hear that.听到这些我感到特别愧疚。27. Ill attend to this right way.我会立刻处理这件事。28. Ill look into this matter at once. 我会立刻处理

23、这件事。29. We might have overlooked some points.我们可能忽视些细小的事情。30. You put the “DND” sign on the knob,so the HSKP didnt make up the room.您把“DND”牌挂到门把手上乐，所以效劳员没有帮您清扫房间。31. If you please get your luggage ready,we would move you to another room.假如您把行李打算好，我们将为您换另外一间房间。32. Ill send a porter to help you with t

24、he luggage.我会派行李员帮您拿行李。33. This is really the least we can do for you.我们能为您做的实在是太有限了。34. May I know your room number,please我可以知道您的房号吗？35. May I have your room key, please我可以用一下您的房卡吗？36. Something used of your minibar您迷你吧有消费吗？37. Wait for a moment ,Ill print /draw up your bill for you.请稍等，我给您打印账单。38.

25、 Your bill totals RMB xxx.您的账单总金额为。39. How to settle your bill/ How would you like to pay您怎样付费。40. Do you accept AE/DC/JCB/MC/VISA可以运用运通/大莱/。卡吗？41. Could you sign here,please请在这签名。42. Here is your card and your receipt.这是您的卡和收据。43. Thank you for waiting ,MRxxx,here is your bill would you like to che

26、ck itxxx先生让您久等了，这是您的单据，您还须要检查一下吗？44. Would you like a breakdown of the bill您的账单要细分吗？45. If you think there is any error in your bill.we can check it for you.假如您认为账单有误，我们情愿帮您查一下。46. May I have an invice可以给我开发票吗47. How would you like to settle the bill /make payment您想怎样付费？48. Sure ,sir.May I know the

27、name of your company.好的先生，我能知道您的公司名称吗？49. Heres your change and receipt /invoice.这是您的收据和发票50. Your bill will be paid by xx company.您的账单由XX公司来付。51. Could you make out tow separate bill for me 你能帮我把账单分成两个吗？52. What charges does each bill cover,please您每个账单上都包含那些费用？53. One bill covers the room rate and

28、telephone rate.They are paid by our company.一个账单包含房费和 费，这些费用是由我们公司付的。54. May I have your signature ,pleaseCould you sign your name gere .please请在这签名。55. May I have a name /business card ,please我能知道您的名字或者名片吗？56. Im afraid that we only offer one-way change.我们只供应单项兑币。57. Id like to change these US doll

29、ars into RMB.我想把美元换成人民币。58. Would you like it in small or large bills您想要小的还是大的账单。59. Please keep the receipt ,youll have to produce it when you want to change your money back.请保管好您的收据，当您须要换回时请出示它。60. We have a change limit of Usxx between 9p.m. and 8a.m.我们兑换美元的时间为每天的下午9点到上午8点.61. You may go to the B

30、ank of China to change your money.您可以到中国银行去兑换外币。62. If we change amounts our cash supply runs out and were unable to serve our other guest.假如我们要换大数额的外币，我们的备用金将会不够支付我们其它的客人。63. We hope you can understand.我们盼望您能明白。64. Im afraid the currency is not accepted in our hotel.唯恐这个币种我们酒店不能接收。65. If you check-

31、out after 12:00 (18:00)at noon,youll bave to pay half of the rate(the full rate).假如您在中午12点（18点）以后退房，我们将加收您半日房费（全日房费）。66. Here is the money you overpaid.这是您所要付的费用。67. Hava a nice trip.祝您旅途开心。68. We look forward to servieing again.期盼再次为您效劳。好用句型- BCOPR1. Please,hold on.请稍等2. Would you like to leave a m

32、essage.您须要留言吗3. Sorry ,sir/madam, Im afraid he/she is not in.对不起先生/女士，唯恐它不在。4. When would you like us to wake you up您想我们什么时间叫醒您？5. One moment,please. Ill pur you through.请稍等，立刻为你转接。6. No body anwsers /the line is busy 无人应答/ 占线7. You may call directly from your room.您可以在房间直播 。8. You may use a Ipcalli

33、ng card to make a long distance call. 您可以运用长途 卡来拨打长途。9. We provid fax and internet service.我们供应 和上网效劳。10. For A4 ,it total 15 yuan.A4纸，总共15元。11. Could you repeat the fax NO.please你能重复说一下 号码吗？12. Air port Ticketing 飞机票13. First class or ecnormy 头等舱还是经济舱？14. One-way or round trip单程还是双程15. Send letter

34、or postcard寄信还是明信片16. Send or receive faxes 收发 17. Type or print document 打印文件18. Duplicate document 复印文件19. Offer internet service供应网络效劳20. Confrerence Rooms 会议室21. How many people attend the meeting 多少人参与会议22. Id like to copy/tape/print this 我想复印/打印这个。23. How many copies would you like您要复印几份？24. W

35、ould you like me to make it a little darker/lighter？您要深一些还是浅一些25. Here is your original. 这是您的原件26. Shall I copy these on both sides to the paper我能把这个复印成双面吗？27. Its out of ink.没有墨了28. Your original is not very clear,I cant guarantee the copy will be good.您的原件不清晰，我怕复印的效果不好。29. Id like to send a fax,我想

36、发 30. To where发到哪里？31. Whats the rate多少钱？32. Please write down the country code,the area code and their number.请写下区号及号码。33. Shall I make a copy of this,and then send the copy.我能先复印再发 吗？34. Mr Wang,this is *from BC,we have received a fax for you.王先生这里是商务中心，我们这里收到了您的一份 。35. Shall I make the space larg

37、er我把行距拉大一些。36. Could you check it您检查一下37. Shall I save it on your disk我把它存在您的磁盘上了。38. Could you put me through to Room 820,please？请帮我转接820房间。39. Whom would you like to speak with您要找那位40. Ill put you through.立刻为您转接。41. Go ahead,youre through.请稍等，立刻为您转接。42. Who are you calling ,please请问来电人是谁？43. Its collect.我查一下。44. May I know who is calling,please我能知道是谁打来的吗？