酒店英语考试资料.doc

Part I Hotel Basic English 酒店基础英语Part I General English 公共英语一、Basic vocabulary 基本词汇房务部：Housekeeping (HSK)营业部：Front Office (FO)工程部：Engineering Department (ENG)餐饮部：Food and Beverage Department (F&B)总 办：Executive Office (EO)保安部：Security Department (SD)销售部：Sales and Marketing Department (SMD)财务部：Finance Department (FD)General Manager 总经理Deputy General Manager 副总经理Director 总监Manager 经理Assistant Manager 大堂副理 Manager On Duty 值班经理Supervisor 主管 Captain 领班Room Attendant 客房服务员Maid 清洁员Waiter/Waitress 餐厅男/女服务员Operator 总机话务员Bellboy 行李生Receptionist 总台接待员lobby 大堂front desk 总台cashiers 结账处concierge/bell service 行李组lift/elevator 电梯ticket service 票务服务F&B Reservation 宴会预订restaurant 餐厅conference room/meeting room 会议室parking lot 停车场basement parking lot 地下停车场toilet/washing room/lavatory 卫生间deluxe floor 豪华楼层executive floor 商务楼层welcome card/passport 欢迎卡豪华双床房 Deluxe Twins Room (DT)豪华大床房 Deluxe King Room (DK)商务双床房 Business Twins Room (BT)商务大床房 Business King Room (BK)豪华套房 Deluxe Suite(DS)行政套房 Executive Suite (ES)高级房 Superior King Room(SK)二、Daily Expressions 日常用语(一)、Greeting and Parting 问候与告别1、Good morning(afternoon, evening), sir(madam). 早上(下午、晚上)好，先生(夫人)。2、How do you do?您好!(初次见面)How do you do? Nice/ Glad to meet you.您好!(回答)很高兴见到您。3、How are you? Fine, thanks, and you?您好吗?好，谢谢，您呢?4、Welcome to our hotel (restaurant).欢迎到我们酒店(餐厅)来。5、Wish you a most pleasant stay in our hotel.愿您在我们酒店过得愉快。6、I hope you will enjoy your stay with us.希望您在我们酒店过得愉快。7、Have a good time!祝您过得愉快！8、Have a good evening/weekend!祝您晚上过得愉快祝您周末过得愉快!9、See you later. 等会儿见。10、Good night. 晚安。11、See you tomorrow. 明天见。12、Goodbye and thank you for coming. 再见，谢谢您光临。13、Goodbye and hope to see you again. 再见，希望再见到您。14、Have a nice trip. 一路平安。15、Have a pleasant journey. 祝您旅途愉快。16、Have a nice day. 祝您今天过好。17、Good luck. 祝您好运。(二)、Telephone Expressions 电话用语1、Good morning, -Hotel. /This isCan I help you?您好，-酒店这里是。需要帮忙吗?2、Sorry, Ive dialed the wrong number.对不起，我拨错号了。3、Sorry, you have dialed the wrong number, Ill extend you to 对不起，您拨错号码了，让我帮您转到4、Who are you looking for? /Where are you transferring for?您找哪位?您要转哪里?5、May I speak to your General Manager?能和你们总经理说话吗？Speaking, please. 我就是。6、Sorry, he is not in at the moment.对不起，他现在不在。Would you like to leave a message?你要留口信吗？7、Pardon? (升调)对不起，请再说一遍好吗?I beg your pardon? 对不起，请再说一遍好吗?8、Sorry, I still didnt understand what you said,Will you please speak slowly?对不起，我还没听懂，您能讲慢一点吗?9、Hold the line, please. Ill extend you to the Assistant Manager.请稍等，我帮您转至大堂副理处。l0、Im sorry, the line is busy. Would you mind waiting on the line? 对不起，电话占线。您是否拿着电话稍等一会儿?11、Thank you for your waiting. 让您久等了!(三)、Greetings 祝贺语1、Congratulations! 祝贺您！2、Happy birthday! 生日快乐！3、Happy New Year! 新年快乐！4、Merry Christmas! 圣诞快乐！5、Have a nice holiday! 节日快乐！6、Wish you every success! 祝您成功！(四)、Thanks and Responses 答谢和应答语1、Thank you(very much). 谢谢您(非常感谢)。2、Thank you for your advice(information, help)感谢您的忠告(信息、帮助)。3、Its very kind of you. 您真客气。4、You are welcome. 不用谢。Dont mention it. 不用谢。5、Its my pleasure. 非常高兴为您服务。With pleasure. 非常高兴为您服务。My pleasure. 非常高兴为您服务。6、I am at your service. 乐意为您效劳。7、Thank you for staying in our hotel. 感谢您在我们饭店下榻。(五)、Apologies 道歉语1、Im sorry. 很抱歉。2、Excuse me. 对不起。3、Im sorry. Its my fault. 很抱歉，那是我的过错。4、Sorry to have kept you waiting. 对不起，让您久等了。5、Sorry to interrupt you. 抱歉打扰您。6、Im sorry about this. 我为此感到抱歉。7、I apologize for this. 我为此抱歉。8、Thats all right. 没关系。9、Lets forget it. 算了吧。(六)、Requests and Responses 征询与应答语1、Can/May I help you? 我能为您做什么? What can l do for you? 我能为您做什么?2、Just a moment please, Ill be with you right away/immediately. 请稍等一下，我马上就来。3、Yes, of course. 当然可以。 Certainly. 当然可以。(七)、Giving Directions 指路用语1、Go upstairs/downstairs. 上楼下楼。2、Its on the second/third floor. 在二三楼。3、Turn left/right. 往左右转。4、This way, please. 请这边走。5、Follow me please. 请跟我来。6、After you. 您先请。7、Excuse me, where is the(washing room)? 请问(洗手间)在哪里?8、The washing room is at the end of the lobby. 洗手间在大厅的尽头。9、The F&B reservation desk is on the first floor. 宴会预订处就在一楼。10、Ill show you to the.This way, please. 我带您到，请跟我来。(八)、Reminding 提醒用语1、Mind(Watch)your step. 请走好!2、Please be careful. 请当心。3、Dont worry(about it). 别担心。4、Take it easy. 放心好了。5、Please dont leave anything behind. 请别遗忘物品。6、Please dont smoke here. 请别在这儿吸烟。HOUSEKEEPING客房部l Vocabulary词汇Washroom： 卫生间Tumbler 漱口杯Toothbrush 牙刷Toothpaste 牙膏Toothpick 牙签Bath foam/gel沐浴液Body lotion润肤露Shampoo 洗发水 Conditioner 护发素Shower cap 浴帽Bath soap 沐浴香皂Hand soap 洗手香皂Soap dish 香皂碟Comb 梳子Razor 剃须刀Electric shaver 电动剃须刀Cotton ball 棉棒Sanitary bag 卫生袋Tile/ceramic tile 瓷砖Bath mat 防滑垫Floor towel 地巾Towel rail 毛巾架Bath towel 浴巾Face towel 擦脸巾Hand/wash towel 手巾Shower curtain 浴帘Shower curtain rod 浴帘杆Water tap/faucet 水龙头Wash basin 洗手盆Mineral water 矿泉水Face mirror 美容镜Waste bin 垃圾桶Rubbish bag 垃圾袋Toilet paper 卷纸Toilet bowl 马桶Glass door 玻璃门Shower head/nozzle 喷淋Hot water 热水Cold water 冷水Clothesline 凉衣绳Laundry basket 洗衣篮Bath tub 浴缸Scale 体重秤Floor drain 地漏Staircase 楼梯Bedroom 卧室Door 门Balcony 阳台Doorframe/case 门框Door lock 门锁Peep-hole 猫眼Door bell 门铃Door handle 门把手Door stopper 门碰Key card 房卡Door chain 防盗扣Room number plate 门牌Fire escape map 走火图 Electricity duct 取电槽Full length mirror 全身镜Corridor 走廊Bed sheet 床单Pillow case枕套Quilt caseQuiltMattressMattress pad 床褥垫Bed top decoration pad 床尾垫Blanket 毛毯 curtain (UK)窗帘Cushion 靠垫 Fluffy rug 绒毯Pillow 枕头Duvet 羽绒被Wool blanket 羊毛毯Sofa/couch 沙发/躺椅Stool 凳子Thick 厚的Venetian bland 百叶窗帘Flimsy 薄的Windowsill 窗台Lighter 打火机Match 火柴Baby bed, cot/crib 婴儿床Shoe polish 擦鞋布Slippers 拖鞋Shoe basket 鞋篮Shoehorn 鞋拔Shoe brush 鞋刷Shoe polish 鞋油Black (color) 黑色Brown (color) 棕色Central heating 中央供暖Heater/electric heater 电暖器Humidifier 加湿器Extra/rollaway bed 加床Hair dryer 吹风机Iron 熨斗Ironing board 熨板Laundry 洗衣Laundry bag 洗衣袋Laundry list 洗衣单Bathrobe 浴袍Safe box 保险箱Electric mosquito dispeller/repellent heater电蚊香器Electric mat 蚊香片Thread 线Heating control 加热控板Ceiling 天花板Ceiling light 天花板灯Rubbish/waste bin 垃圾箱Air conditioner vent 空调出风口Exhaust fan 抽风机Air conditioner 空调Control panel 控制面板Cold wind 冷风Hot wind 热风Ashtray 烟灰缸Bedside lamp 床头灯Floor lamp 落地灯Table lamp 台灯Night light 夜灯Spotlight 射灯Bulb 灯泡Lamp shade 灯罩Carpet 地毯Furniture 家具(Picture) frame 相框Picture/wall picture画/壁画Bedside table 床头柜Tea tableLuggage rackTelevision cabinetTable 书桌Drawer 抽屉Vase 花瓶Crystal vase 水晶花瓶Flower 花Plant 植物Vanity/dressing table 梳妆台Light switch 电灯开关Master switch总开关Wall paper 墙纸Clothes hanger 衣架Coat hanger 外套衣架Suit rack 西装架 Dress rack 裙架Standing hanger 立式衣架Closet 壁橱Chair 椅子Electric kettle 电水壶Stirrers 调酒棒Teacup 茶杯Coffee cup 咖啡杯Coffee spoon 咖啡勺Mug 马克杯Ice bucket 冰桶Ice tong 冰夹Ice cube 冰块Guest questionnaire 宾客意见表Service directory 服务指南Hotel introduction 酒店简介Sewing kit 针线包Envelope 信封Stationery/letter paper 信纸Computer 电脑Display 显示器Main engine 主机Keyboard 键盘Mouse 鼠标Mouse pad 鼠标垫Sound 音响Router 路由器Wireless router 无线路由器Ethernet/internet cable 网线ADSL 网线，宽带Pen container 笔筒Ruler 尺子Eraser 橡皮Ball point pencil 圆珠笔Pencil 铅笔Stapler 订书机Staples 订书针Staples remover 起钉器Ashtray 烟缸Shopping bag 购物袋Flashlight/torch 手电筒Note pad/paper 便签纸Remote control 遥控器Remote control sheath 遥控器套Telephone 电话Alarm clock 闹钟Note paper holder 便签夹Yellow page 黄页Magazine 杂志Ballroom/function room 宴会厅Restaurant 餐厅Breakfast menu 早餐牌Menu 菜单Do not disturb sign/DND sign 请勿打扰牌Telephone directory 电话分机表TV Program, television guide. 电视节目单Fire escape / exit 紧急出口Fire exit diagram安全疏散图Fire extinguisher灭火器Fire sprinkler 喷淋头Smoke detector 烟感器Emergency lamp 应急灯Fire hydrant 消防栓Fire alarm 报警器Piping riser 管道井Entrance 入口Exit出口Fax form/paper 传真纸Post card 明信片Television: movie channel 电视/电影频道Please make up sign/PMU sign 请清洁房间Mop 拖把Rag 抹布Pantry/service room 工作间Linen cart 布草车Service trolley 工作车Newspaper 报纸Vacuum cleaner 吸尘器Detergent 清洁剂Domestic direct dial 国内长途International direct dial 国际长途Outside line 外线Massage service 按摩服务Turn down service 开夜床Prostitute 妓女Complimentary fruit 致意水果Take out the trash/empty the trash 收垃圾Peculiar smell 异味Air freshener 空气清新剂Hennessy 轩尼诗Rum 朗姆酒Gin 金酒Vodka 伏特加Cup noodle 杯面Roasted beef 红烧牛肉Hot beef 香辣牛肉Playing card 扑克Mobile phone charger 充电器Thermometer 体温计Band-aid 创口贴Iodine-tincture 碘酒Alcohol 酒精Bottle opener 开瓶器Travel adaptor 转换插头Scissors 剪刀Nail clippers 指甲刀Emery board 指甲锉Fruit knife 水果刀Apple 苹果Banana 香蕉Watermelon 西瓜Pitaya 火龙果Map 地图Elegant tea cap 飘逸杯Inkpad 印泥Mahjong 麻将ChessImperial outletExtension cord/boardKnifeFork 叉子Plate 盘子Battery 电池Noise 噪声Stain 污渍Wine stains 葡萄酒渍Tea stains 茶渍Vomit 呕吐物Hair dye 染发剂Pink 粉色Sprite 雪碧Cola 可乐Coconut juice 椰汁Tieguanyin 铁观音Longjing 龙井Condom 安全套Mens sex oil 神油Travel manicure set 指甲套装Travel kit 旅行套装Magic towel 压缩毛巾Mens /womens briefs 男士/女士内裤Massage slippers 按摩拖鞋Underpants 内裤/内衣裤Brassiere 胸罩Dress 连衣裙Skirt 短裙Sandle 凉鞋high heels 高跟鞋tailored trousers 西裤jeans 牛仔裤outwear 外套pants 裤子tailored suit 西装tie 领带shirt 衬衫blouses 女士衬衫leather shoes 皮鞋sneaker 运动鞋boot 靴子sports pants 运动裤vest 背心/马甲socks 袜子short 短裤pyjamas 睡衣裤scarf 围巾一、日常用语1、Good morning/afternoon/evening, sir/madam. This is Housekeeping. What can I do for you, please?先生/女士：早上/下午/晚上好，这里是客房部，请问有什么能为你服务的吗？2、Hold on, please.请稍等3、May I have your room number, please?能告诉我您的房号吗？ Thank you. Ill ask the room attendant to your room and check it right now.谢谢，我会让服务员立刻到您房间查看。4、I am sorry to trouble you, sir. May I clean your room, now? 先生，对不起打扰您了，请问现在方便帮你整理房间吗？5、If you have any problem else, please dial 8018 to contact with us. 如果您有任何其他问题，请拨8018与我们联系6、There is something wrong with the network.我房间的网络出现了问题 Im sorry, sir. The network administrator will come and check it at once.我很抱歉，先生。网管会马上来检查。7、Please fill in the laundry list, I will send someone to pick it up right away. 请填好洗衣单，我会叫人立刻去您房间取您要送洗的衣服My I turn down your bed? 我可以开夜床吗？My I replenish your mini bar? 我可以补minibar吗？Im sorry, I dont understand, could you please show me?/ Ill get you the manager.对不起，我不是很明白，你可以指给我看吗？/我去叫经理来。Could you sigh here, please? 请您签在这儿，好吗？Im sorry, we cant fix it today. 对不起，我们今天修不好它。At what time would you like your room cleaned? 您想我们什么时候打扫您的房间呢？Would you get me some ice cube? 你能给我一些冰块吗？The toilet doesnt flush. 马桶不能冲水了。Can you get me an extra pillow? 你能给我加个枕头吗？Would you please help to change the bed sheet? 你能帮我换床单吗？The wash basin is blocked, can you call someone to fix it? 洗手盆赌了，你能找个人来修理一下吗？My room smells, can you spray some air freshener? 我房间有异味，你能喷点空气清新剂吗？Im so sorry bout that, we have just run out. 真是抱歉，我们刚好把东西全借出去了。What does it look like? 它什么样子？Have you searched your room carefully? 你仔细找过你的房间了吗？My I help you to look through the room once again? 我帮您再检查一下房间，好吗？一、 模拟对话下午两点之后，询问DND房间客人是否需要打扫房间A：Good afternoon, sir. This is Housekeeping. 先生，下午好，这里是客房部。B： Good afternoon. 下午好。A：May I clean your room, sir？ 我现在能为您打扫房间吗？B：Sorry, this is not the right moment/ right time. 对不起，暂时不方便。A：Shall I come back later? 那我稍候再清扫可以吗？B：Yes please. Could you come back in an hour? 好的。一小时后再过来可以吗？ A：Of course. Ill be back in an hour. Goodbye, sir. 当然可以。一小时后我再过来。再见！B：See you later. 待会见!客 衣 送 洗场景1：早上10点之前Guest: Good morning. This is room 907. Could you have someone pick up my laundry? 客人：早上好！我是907房的客人。我有一些衣服需要洗。你能派个服务员到我房间取衣服吗？Staff: Of course, sir. Please leave your laundry in your room. Our staff will pick it up. 服务员: 当然可以，先生。请把您的衣服留在房间里，我们马上去你房间取。Guest: By the way, when can I get my laundry back?客人：顺便问一下，衣服什么时候可以送回？Staff: Your laundry will be ready after 3:00 pm this afternoon, sir.服务员：您的衣服将于下午三点以后为您送回。 Guest: Thats good.客人：好的！场景2：After 3 pm下午3点过后Staff:Good afternoon. This is Housekeeping. What can I do for you?服务员： 下午好，客房中心。我能为您做些什么？ Guest: Yes, this is room 806. I have some laundry.客人：这里是806房间。我要洗一些衣服。Staff: Yes, Madam. Ill send someone right up to pick up your laundry.服务员：好的。我们马上派人到您房间去取衣服。Guest:Can I get my laundry back today?客人：今天内我能拿到洗好的衣服吗？Staff: Im sorry, Madam. It is now after 3pm. Your laundry will only be ready tomorrow. If you like, we offer Express Laundry Service. You can have your laundry back in 5 hours. There is a 100%extra charge.服务员：很抱歉，女士。现在已经是下午3点后了。您的衣服明天才能洗好。如果您愿意，我们将提供加急服务，可以在收到您衣服后5小时内送达，这需要付100%的加急费。Guest: Thats great. I will go for the Express Service. But when will you come to pick up my laundry? Do I have to wait for you? You see, I am going out in a few minutes. 客人：太好了！我需要加急服务。你们什么时候来取我的衣服？我需要在房间里等吗？我稍候要出去。Staff: You do not have to wait. Just please complete and sign the list, place it in the laundry bag provided together with the garments and we will pick it up right now. After 5 hours, we will deliver your laundry to your room. Is there anything else, Madam?服务员：您不需要在房间里等。只需要把要洗的衣服放进洗衣袋并填写好洗衣单即可。我们马上去您的房间取衣服。5小时后我们将送还您的衣服。还有其它可以帮到您的吗？Guest: No, thanks. You have been very helpful.客人：不用了，谢谢你！你已经帮了我大忙了！Staff:Its my pleasure. Have a good day, Madam.服务员：很荣幸能为您服务！祝您今天过得愉快！场景3早上8点Staff: Good morning. This is Housekeeping. What can I do for you? 早上好，这里是客房中心，有什么能为您服务的吗？Guest: Good morning, this is room 802. I sent yesterday afternoon to wash some clothes, and now for some reason I need to check out in advance, can I get my laundry back now? 早上好，我是802房间的客人，昨天下午我送洗了一些衣服，但由于某些原因我现在要提前退房，请问我现在能取回我的衣服吗？Staff: Im sorry, sir. When will you check out? 对不起，先生。请问您几点退房？Guest: About 9:00. 大概9点Staff: Ok, sir. Dont worry, Ill immediately contact with the Laundry, to see whether they can bring back the clothes in an hour, Ill reply to you later. 好的，先生。请不要担心，我立刻与洗衣店联系，看能否在一小时内将您的衣服送回，稍后给您回复。Guest: All right, thank you very much. 好的，非常感谢。Staff: Thats all right. Hold on, please. 不用谢，请稍等 A few minutes later 几分钟后Staff: Good morning, sir. This is Housekeeping. Im sorry to keep you waiting.早上好，先生。抱歉让您久等了。Guest: Good morning.早上好Staff: We have negotiated with the Laundry and they guarantee your clothes will be sent back before 9:00. Dont worry, please. 我们已经和洗衣店协商好，他们保证您的衣服九点之前会送到,请不用担心。Guest: Thats great! Thank you very much. 太好了，非常感谢。Staff: Youre welcome. Is there anything else, sir? 不用谢，还有其他可以为你服务的吗？Guest: No, thanks, you have been very helpful. 不用了，谢谢，你已经帮了我大忙了Staff: Its my pleasure, have a good day! 这是我的荣幸，祝您今天过得愉快Make Up Room清洁房间Attend: Good morning, Housekeeping. May I come in?房务员： 早上好，客房管家，我可以进来吗？Guest: Good morning.客人： 早上好！Attend: May I clean your room, sir?房务员： 我现在能为您打扫房间吗？Guest: Sorry, this is not the right moment/ right time.客人： 对不起，暂时不方便。Attend: Shall I come back later?房务员： 那我稍候再清扫可以吗？Guest: Yes please. Could you come back in an hour?客人： 好的。一小时后再过来可以吗？ Attend: Of course/Certainly. Ill be back in an hour. Goodbye, sir/maam.房务员： 当然可以。一小时后我再过来。再见！Guest: See you later.客人：待会见！Turn down Service开夜床服务Attendant:Good evening, may I come in for turn down service?房务员： 晚上好！我可你为您开夜床吗？Guest:Yes, come in please.客人: 好的，请进！Attendant:Thank you, sir. Is there anything else I can do for you?房务员：谢谢。我还能为您做些什么？Guest: Yes, I would like a few more towels.客人：我想多要一些毛巾。Attendant