酒店前厅服务英语口语情景对话.pdf

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1、Dialogue ADialogue AIndividual clients check in(散客入住）G=客人R：=接待员R：Good afternoon。Madam.Welcome to Grand Park Kunming。May I help you?下午好，欢迎光临昆明君乐酒店,请问有什么可以帮到您？G：Yes,Id like to checkin.please。我要登记住宿。R:Certainly,Madam。May I have you name，please?好的，小姐。能告诉我您的姓名吗？G:Im Christine.Nolan我叫克莉丝汀诺兰R:Do you have a

2、 reservation，Ms。Nolan？诺兰小姐，请问您预定了房间吗？G：Yes,form today。是的，预定了.从今晚开始。R：OK，Ms。Nolan,please show me your passport.好的，诺兰小姐，麻烦您出示一下您的护照。R：(双手接客人证件）R：(扫描客人证件后双手归还客人）R：Just a moment，please.Ill check our reservation record。（After a while）Thank you forwaiting。Ms.Nolan。Your reservation is for a business single

3、 room for one night，theroom rate is￥800 that including two breakfasts。Is that all right?请稍等,我查一下预定记录。（过了一会)让你久等了，诺兰小姐,您预定了一个晚上的商务单间,房价￥800（房价用手指给客人不要说出报价）（房价用手指给客人不要说出报价），含两份早餐是吗?G：Yes。是的R：Print out the registration form？打印住宿登记表。(再次与客人确认姓名，来店离店日期,房号,房价和早餐数等信息并礼貌的让客人在登记单上签名）R:You stay here one day，th

4、e deposit is￥1500，you want pay for credit card or cash?您住一天，押金是￥1500，请问您是刷卡还是付现金呢？G：By Credit Card。刷卡。R:OK，Ms。Nolan，please show me your credit card,Ill brush￥1500 of perperauthorizationauthorization（预授权）（预授权）as your deposit。Do you have a password of your card?好的，诺兰小姐请您出示一下您的信用卡，给您刷￥500 的预授权做您的押金,请问您

5、的卡有密码吗?（刷卡前先核实是否为有效的信用卡，有无客人签名）G：Yes.有密码R：OK，please input the password.好的,请您输一下密码。R：（刷卡后双手将卡还给客人,礼貌的让客人在 POS 单上签名并再次告知刷卡的金额）R：This is for you to brush a￥1500 perperauthorizationauthorization，please sign in POS list to confirm。这是给你刷的￥1500 的预授权，请您在POS 单上签字确认。R:（做房卡,填好房卡内页上的房号,房价以及早餐并双手递给客人，请客人在内页宾客姓名处

6、签字）R：The breakfast time is from 7:00am to 10：00am at the IAP。Please show your room numberbefore meal.The need for additional breakfast is 98yuan one person.早餐时间是早上 7：00-10：00 陶乐咖啡厅，请在用餐前报房间号码，需要额外加早餐是98+15%service charge元一位。G：OK。好的.R：Your room number is 1018.Here is your key card.The bellman will ta

7、ke your luggage andshow you the way。您的房间号码是 1018，这是您的房卡。行李生将为您提行李并为您带路。G:OK.好的。Dialogue BDialogue BComplaint（处理投诉)C=Front Office Clerk 前台服务员G=Guest 客人C：Good evening，Front Office.Can I help you？晚上好，这里是前台。有什么可以为您效劳？G:This is Ms。Stevenson，Room 1827。Ive just checked in and Im not satisfied with myroom。.

8、我是 1827 房的史蒂文森小姐,刚入住的,我对房间不满意。C:May I know whats the matter?请问有什么问题吗？G：The room is too noisy and my husband was woken up several times by the noise the baggage！I didnt expect such things would happen in your hotel.房间非常的！我没料到你们酒店会发生这样的事情。C:Im sorry to hear that,Ms.Stevenson。Ill try to arrange another

9、 quiet room for you。Pleasewait a moment。（after a while）。We do apologize for the inconvenience.很抱歉有这种事情，史蒂文森小姐。我立刻为您更换另一件更安静的房间，我们为给您带来的不便道歉。G：That fine.Thank you。好吧，谢谢您。C：Youre welcome,Ms.Stevenson。Your new room number is 1728 and here is your room key。My names Simon，and if there is anything else I

10、can do for you,please dont hesitate to callme.不客气，史蒂文森太太。这是为您新更换的房间1728 的房卡。我叫西蒙，如果有什么我能效劳的，请尽管给我打电话。Dialogue CDialogue CCheck outCheck outR：Good morning，sir。can I help you?早上好先生，有什么可以帮到您？G：Morning.l would like to check out。早上好，我想办理退房。R:Certainly.Can I have your name and room number?好的！您可以告诉我您的名字和房间

11、号码吗？G：Thomas Dickson in Room 1218托马斯.迪克逊 房间号码是 1218.R：A double room for two nights at 800RMB per/night,the meals that you had at the hotel are250RMB。Here is your bill please check it。一间双人房住两晚，每晚房费是800 元，您在酒店餐厅的消费是 250 元。这是您的账单请您核对一下.G：Sorry,l am not clear about this item.不好意思,我对这项消费表示不理解。R：Oh.This i

12、s for the phone calls you made from your room.这是您从房间内拨打的电话账单。G：But I didnt make any calls。但是我并没有拨打任何电话。R：Oh，just a moment。lll check it.lm terribly sorry sir.we made a mistake.we will deductit from you bill right away。请您稍等一下我查一下。非常抱歉，是我们的失误,我立即从账单中扣除此项收费。G:It seems correct now.Can I pay by credit card?现在看起来账单是正确的了。R：Yes，Sir。We will cancel your pre-authorization and charge your bill by Credit Card.好的，先生。我们将会取消您之前刷的预授权再重新收取您的费用.G:Yes。好的R:Have a nice day！We hope to see you again！好的!先生。祝您有愉快的一天，我们期待能再次见到您！