酒店前台接待英语培训.ppt

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1、http:/ 大量资料 天天更新Front Office2021/9/211http:/ 大量资料 天天更新欢迎和问候语欢迎和问候语Good morning(afternoon,evening),sir(madam)How do you do?How do you do?Glad/Nice to meet you.How are you?Fine,thanks.And you?Welcome to our hotel.Wish you a most pleasant stay in our hotel.I hope you will enjoy your stay with us.I hope

2、 you are enjoying your stay with us.I hope you have enjoyed your stay with us.Have a good time!2021/9/212http:/ 大量资料 天天更新电话用语电话用语 Front Desk.Can I help you?Sorry,Ive dialed the wrong number.May I speak to your General Manager?-Speaking.Sorry.He is not in at the moment.Would you like to leave a messa

3、ge?I beg your pardon?/Pardon?2021/9/213http:/ 大量资料 天天更新 祝贺语：祝贺语：Congratulations!Merry Christmas!Have a nice holiday!Wish you every success!答谢和应答语答谢和应答语：Thank you for your help(advice,information)Its very kind of you.You are welcome.Not at all.Dont mention it.Its my pleasure.With pleasure.My pleasure

4、.I am always at your service.Thank you for staying in our hotel.2021/9/214http:/ 大量资料 天天更新道歉语道歉语I am sorry.Excuse me.Im sorry.Its my fault.Sorry to have kept you waiting.Sorry to interrupt you.Im sorry about this.I apologize for this.Thats all right.Lets forget it.2021/9/215http:/ 大量资料 天天更新 征询语征询语：C

5、an I help you?What can I do for you?Is there anything I can do for you?Just a moment,please.May I use your phone?指路用语指路用语：Its opposite our hotel.Its on the second(third)floor.Excuse me.Where is the washroom(restroom,elevator)?This way,please!Turn left/right.Its in the lobby near the main entrance.It

6、s at the end of the corridor.2021/9/216http:/ 大量资料 天天更新 提醒用语提醒用语：Mind/Watch your step.Please be careful.Please dont leave anything behind.Dont worry.Take it easy.Please dont smoke here.告别语告别语:See you later.Good night.See you tomorrow.Goodbye and thank you for coming.Goodbye and hope to see you again

7、.Have a nice trip.Have a nice trip home.2021/9/217http:/ 大量资料 天天更新前台术语前台术语前台术语前台术语AE American Express 美国运通卡JCBJapan Credit Bureau 日本JCB大来卡DCDinners Card 日本大来卡MCMaster Card 万事达卡VS(VISA)Visa International Service Association 维萨卡CCBChina Construction Bank 中国建设银行ICBCIndustrial&Commercial Bank Of China 中

8、国工商银行BOCBank Of China 中国银行BOCBank Of Communications 交通银行CITICChina Citic Bank中信银行ABCAgriculture Bank Of China 中国农业银行银行方面：银行方面：2021/9/218http:/ 大量资料 天天更新酒店部门简写：酒店部门简写：FO(Front Office)前厅部 HSKP（Housekeeping）客房部 S&M(sale and Marketing)销售部 SEC(Security)保安部F&B(Food&Beverage)餐饮部 HR(Human Resource)人力资源部FD(F

9、inancial Department)财务部 EDP(Electric Data Processing)电脑部ENG（Engineer）工程部 PR(Public Relations)公关部2021/9/219http:/ 大量资料 天天更新 前台常用简写：前台常用简写：ID(Identification)身份证 Late C/O（Check Out）延迟退房 RC（Registration Card）入住登记表 SDB(Safe Deposit Box)前台保险箱F(Female)女性 M(Male)男性 CHRG(Charge)收费Instant C/I(Check In)(快速)登记入

10、住 Instant C/O(Check Out)（快速）退房 IDD(International Direct Dial)国际长途电话 DDD(Domestic Direct Dial)国内长途电话 MOD(Manger On Duty)值班经理N/A(No Answer)无应答TBA(To Be Advised)等待通知 2021/9/2110http:/ 大量资料 天天更新VIP(Very Important Person)重要客人 CIP（Company Important Person）公司重要客人P/F(Pay For)为.付费 P/B(Pay By)由.付费RSVN(Reserva

11、tion)预定 AR(Account Receivable)应收帐CONF(Confidential)保密 GSTS(Guest Satisfaction Tracking System)客人满意CXL(Cancellation)预订取消 N/S(No Show)预订未到CO(Company)公司 T/A(Travel Agent)旅行社 GRP(Group)团队 PA(Public Area)公共区域 GTD(Guaranteed)担保 W/I(Walk In)无预定散客2021/9/2111http:/ 大量资料 天天更新FIT(Frequently Individual Traveler

12、)散客T/C(Travelers Cheque/Check)旅行支票W/C(Wake Up Call)M/C(Morning Call)叫醒服务 PKG(package)包价 N/B(No Baggage)无行李S/O(Sleep Out)外睡 L/B(Little Baggage)少量行李 HSE(House Used)酒店自用房DU(Day Used)小时房CNF(Confirmation)确认2021/9/2112http:/ 大量资料 天天更新COMP（Complementary）免费ARR(Average Room Rate)平均房价 PMS 酒店电脑系统PSB(Public Sec

13、urity Bureau)公安局系统 VC(Vacant Clear)干净空房 VD(vacant Dirty)脏房空房OC(Occupied Clear)占用干净房 OD(Occupied)占用脏房VO(Vacant Occupied)电脑显示空房,实际房间由人住OV(Occupied Vacant)电脑显示住人房，实际为空房OOS (Out Of Service)维修房（房间改造，大修）OOO (Out Of Order)维护房（小部分维修）2021/9/2113http:/ 大量资料 天天更新 前台常用术语：前台常用术语：Due Out 预退 Refund 退还Paid Out 退客现金

14、 Occupied 入住，被占用 Late Check Out 延迟退房 Late Charge 延迟结帐House Phone 酒店内部电话 In-House Guest 在住客 Overbooking 超预定 Block 预留 Extra Bed 加床 King Size 大床 DND(Do Not Disturb)请勿打扰 Over-Stay 超过原定离店日期但未离店的客人Full House 满房 Rate Code 房价码 Market Code 市场码 Posting Code 入帐码 2021/9/2114http:/ 大量资料 天天更新前厅分部前厅分部：Front office

15、 Manager前厅部经理 AM(Assistant Manager)大堂副理 Doorman 门厅应接员 Receptionist 接待员Reservationist 订房员 Bellman 行李员Front Office Cashier结帐员Front Office Information Clerk前厅问讯员BC(Business Center)商务中心 GSC(Guest Service Center)总机2021/9/2115http:/ 大量资料 天天更新 FeaturesDouble room 大床房 Single room 单人间Twin room 双人房 Suite 套间 d

16、eluxe suite 豪华套房 presidential suiteSM(Smoking 吸烟房)NS(Non-smoking无烟房)HC(Handicapped Room残疾人房)CR(Connecting Room连通房)NC(Non-connecting Room不连通房)IF(Inward Facing内景房)OF(Outward Facing外景房)RV(River View河景房)CV(City View可以看到城市)NV(North View房间朝北)SV(South View房间朝南)2021/9/2116http:/ 大量资料 天天更新NE(Near Elevator离电梯

17、较近)FE(Far away from Elevator离电梯较远)NS(Near Stair离楼道较近)BW(Big washing Room洗手间较大)FE(far away from Elevator离电梯较远)BW(Big washing Room洗手间较大)SS(Small size Suites小面积普通套房)BS(Big size Suites大面积普通套房)SB(Small size Business Suites小面积商务套房)BB(Big size Business Suites大面积商务套房)2021/9/2117http:/ 大量资料 天天更新 Service code

18、RG(Regular guest回头客)FV(First visitor第一次入住的客人)AS(Airport send off送机)II(Instant check in快速登记)BS(Baby sitting保姆服务)EA(Early arrival早到房)PA(Pre-arrival 通知提前到店)BL(Bed extra length加长宽床)HM(Hard mattress硬床垫)BD(Bed board床板)SP(Special pillow特殊枕头)DR(Driver room司机房间)LD(Large desk长写字台)WH(Wheel chair requested需要轮椅)

19、2021/9/2118http:/ 大量资料 天天更新LS(Long staying长住客)WI(Walk in上门客)PU(Airport pick up接机)IO(Instant check out快速退房)BC(Baby cot婴儿床)LA(Late arrival晚到)PR(Pre-registered通知提前登记)XB(Extra bed加床)SM(Soft mattress软床垫)BT(Bar telephone关闭长途电话)XP(Extra pillow加枕头)GR(Guide room领队房间)LC(Late check out延迟退房)ND(No deposit免押金)AB(

20、Including 1 breakfast含一份早餐)2021/9/2119http:/ 大量资料 天天更新Room Reservations 一一.预订电话预订电话Room reservations.May I help you?International hotel.Reservation Desk,can I help you?I am calling from.Id like to reserve a room in your hotel.I need to make a reservation for this weekend.I need to see if you have a

21、room available for the 9th.Id like to reserve two rooms for my friends.Do you have a room?2021/9/2120http:/ 大量资料 天天更新二二.对房间的要求对房间的要求What kind of room would you like,sir/madam?Id like to book.I want a room on a higher floor.Do you have a better room?Is hot water available any time?The room is very su

22、nny and comfortable.三三.日期及人数日期及人数Which date would that be?From which date and for how many nights?Your arrival and departure dates?2021/9/2121http:/ 大量资料 天天更新 January February March April May June July August September October November December Monday Tuesday Wednesday Thursday Friday Saturday Sunda

23、y first second third fourth fifth sixth seventh eighth ninth tenth eleventh twelfth thirteenth fourteenth fifteenth sixteenth seventeenth eighteenth nineteenth twentieth twenty-first thirtieth thirty-first2021/9/2122http:/ 大量资料 天天更新四四.确定预订确定预订Can you give me your name,please?May I have your phone nu

24、mber?Mr./Madam,A double room from May 1st to May 5th.Am I correct?Id like to confirm my reservation.Ive reserved a single room for three nights from the 2nd of July to the 4th.In whose name was the reservation made?We have your reservation here.Well be expecting you on the 2nd of July.Youll be expec

25、ted to be here.2021/9/2123http:/ 大量资料 天天更新五五.取消或更改预订取消或更改预订Id like to cancel my reservation and make a new reservation.I made a reservation for August the sixth,but is it possible to change it to the ninth?Well extend the reservation for you.Id like to extend it for two nights.Something unexpected h

26、appened,so I have to postpone my departure.Well,miss,Ill cancel it then.六六.客房已满客房已满Im sorry,but we are fully booked on that date.All of our rooms are fully occupied.Were very sorry,sir.We hope you could understand us.2021/9/2124http:/ 大量资料 天天更新PractiseRole-playClient:Your name is Bill.Youd like to b

27、ook a room in your hotel.Hotel employee:You answer the phone and accept the booking.2021/9/2125http:/ 大量资料 天天更新 A Face-to-Face Reservation当面预订当面预订Can I help you,sir?Id like to book a single room with shower./for sb.How long will you be staying?We can only confirm a room from the 20th to the 27th.Im

28、afraid we wont be able to guarantee you a room after the 27th.We usually have high occupancies in the peak seasons.A Group Reservation 团体预订团体预订Id like to book 10 double rooms with twin beds for five days.For which dates?For May 23rd to 27th.Is there a special rate for a group reservation?Yes,there i

29、s a 10 percent discount.2021/9/2126http:/ 大量资料 天天更新At the Reception Desk1.Greeting the guestsGood morning,sir.Welcome to our hotel.The Reception Desk is straight ahead.After you,please.2.Check inGood evening.What can I do for you,sir?Good afternoon,madam and sir.Did you have a nice trip?I reserved a

30、 double room three weeks ago.Im.Just a moment,please,Ill check the arrival list.Could I see your passports,please?Thank you.And would you mind filling in the registration form?How are you going to pay,in cash or by credit card?Heres the room card to room 908.Please keep it.2021/9/2127http:/ 大量资料 天天更

31、新Have a nice evening,sir.Enjoy your stay.Very glad to have you here.Wish you a most pleasant stay in our hotel.I hope you will enjoy your stay with us.3.Ask the priceWhat are the rates for the room?Do we pay the full price for children?Whats the rate for a night?The rate includes breakfast.4.Up to t

32、he roomI am the bellman.Ill get the baggage up to you.Ill take care of your baggage,sir.Ill do that for you.2021/9/2128http:/ 大量资料 天天更新How many pieces of baggage do you have?Let me have someone help you with your luggage.Are these all of your bags?Shall I show you to your room?Please take this eleva

33、tor for your room.This doesnt stop at the second floor.The elevator does not go up to the guest rooms.Its my pleasure.Im at your service.Its our pleasure to serve our guests well.我们乐意为顾客服务We serve for guests heart and soul.全心全意为顾客服务2021/9/2129http:/ 大量资料 天天更新PractiseRole-playClient:1.Youd like a sin

34、gle room for tonight.2.You have no reservation.Hotel Employee:The room is No.305 2021/9/2130http:/ 大量资料 天天更新Service during the stay in the hotel1.At the information deskWhere can I send a fax?在什么地方可以发传真?How can we get to the theatre please?How can I get to the entertainment center?Go ahead along the

35、 road and turn left at the first crossing.Ill show you the way.Is there a health club in the hotel?Wheres the coffee shop?Can I exchange money in the hotel?Im looking for a vending machine.Are there any in the hotel?Is there anywhere we can buy some souvenirs?Is he a hotel guest?2021/9/2131http:/ 大量

36、资料 天天更新2.Introducing some scenic spotsDu Fu Thatched Cottage 杜埔草堂 Temple of Marquis Wu武侯祠The Funan River府南河 Tomb of Wang Jian 王建墓Dujiangyan Irrigation System 都江堰 Mt.Qingcheng 青城山The Giant Buddha in Leshan 乐山大佛 Mt.Emei 峨眉山Juzhaigou National Park 九寨沟2021/9/2132http:/ 大量资料 天天更新Have you ever been to Che

37、ngdu before?Why not visit.?为什么不去.参观?May I suggest that you go and visit.?我可以建议您去参观?It is one of the most famous tourist attractions in Chengdu.这是成都最著名的旅游热点之一If you could afford the time,do visit the Tianfu square.您如果有时间,一定要看一下天府广场Youll have a good chance to feast your eyes.一定会有机会让您一饱眼福The Bell Capta

38、in can give you a map of Chengdu.领班可以给您一张成都地图.2021/9/2133http:/ 大量资料 天天更新3.寄存行李寄存行李Id like to check my baggage.Id like to check my valuables.Do you want to check your valuable thing?Is there anything valuable or breakable in your bag?How long would you like us to keep it?When will you want them?Woul

39、d you tell me the rate per day for depositing my bag?Please sign your name here.Please keep the name tags and the receipt.Show the tags and the receipt when you claim your trunk.2021/9/2134http:/ 大量资料 天天更新4.叫醒服务叫醒服务Do you have a wake up service?Could you give me the wake up service?Of course.At what

40、 time do you like us to wake you up?Call me at 6:00We will call you at 6:00 tomorrow morning.Would you like a morning call?What kind of call would you prefer,by phone or by knocking at the door?您喜欢哪种方式，电话还是敲门？You can rest assured that we wont forget.我们不会忘记的，请放心2021/9/2135http:/ 大量资料 天天更新 5.失物招领失物招领

41、At the Lost and Found DeskWhat brand is it?什么牌子?What color is it?什么颜色?What size is it?多大型号?What style is it?什么样式?What is it made of?用什么做的?Where and when did you last see it?您最后一次见它是在哪里什么时间?Whats inside the bag?在口袋里有什么?Are you sure it is not in your room?您肯定没掉在您房间里?It has been sent to the Housekeepin

42、g Office.已经送到客房部.2021/9/2136http:/ 大量资料 天天更新Dealing with the complaints1.Change the roomExcuse me,may I change my room,please?May I know the reason?I am awfully sorry.I do apologize.Id like to change my single room to a suite.Im sorry,sir.There is no suite available now.Would you mind having a doubl

43、e room instead?Id like to have a bigger room.Ill check whether we have a big room vacant.If there is anything more you need,please let us know.2.AnswerI do apologize for all the trouble.对于一切的比便,我真的很抱歉.I am awfully sorry for my carelessnessI am awfully sorry for that,sir.Ill see to it tight away.马上处理

44、2021/9/2137http:/ 大量资料 天天更新I am sorry to have caused you so much trouble,but Ill manage to solve the problem before long.我很抱歉为您带来不便,但我会很快想办法解决I understand how you feel and well try to do our best to help you.我理解您的感受，我们会尽我们最大的努力帮助您Please take a seat over there.Ill arrange for you.Dont worry,sir.Ill g

45、et in touch with the Manager.Well look into the matter immediately.Thank you for telling us.我们马上调查这件事，感谢您告诉我们Ill take care of it according to your request.我将按您的要求办I am afraid I cant do that for you.Its against our regulation.我恐怕不能为您那样做，因为这违反我们的规定Im afraid you have misunderstood what I said.Perhaps I

46、 should explain again.恐怕您误会我的意思,或许我该再解释一下.2021/9/2138http:/ 大量资料 天天更新Check out Good morning,sir/madam.May I help you?Can I check out here?/Can I pay my bill here,please?Would you please go to the Cashier Desk to pay your bill?May I know your room number,sir?This is for the phone calls you made from

47、your room.Would you like to check and see if the amount is correct?How would you like to pay,in cash or by credit card?Could you show me the room card?Be sure not to leaving anything behind,please.请当心,别遗留下东西Here is your invoice.We hope you enjoyed your stay with us here that youll have a pleasant tr

48、ip home.这是您的发票，希望您在我们这儿过得愉快，并祝您归途愉快2021/9/2139http:/ 大量资料 天天更新Here is your change.Im very sorry for the mistake.Here is the right change.很抱歉我弄错了，这里是正确的零钱Could you order a taxi for me?Shall I arrange a taxi for you?The taxi is waiting for you at the main entrance.出租车在主入口处等您Is that everything,sir?东西全在这儿?Well be looking forward to seeing you again.我们盼望能再次和您见面Take care!Good-bye and good luck!Your are welcome to stay with us next time you are in our city.欢迎您下次再次入住我们饭店.Good-bye,sir,and thank you for coming.谢谢您的光临2021/9/2140