前厅各岗位英语会话.doc

前厅部 饭店员工初级英语培训教材目 录1、酒店十大部门及办公室22、前厅常用术语介绍33、月份/星期44、时间55、简单一句对话686、客房预订9127、迎客13158、登记入住16189、兑换外币192110、结账退房222411、叫醒服务252812、电话总机293113、票务服务3234酒店十大部门及办公室部门 Departmentv 前厅部Front Office Departmentv 市场营销部Sales & Marketing Departmentv 人力资源部Human Resources Departmentv 客房部 Housekeeping Departmentv 餐饮部Food & Beverage Departmentv 康乐部Recreation Departmentv 财务部Financial Departmentv 采购部Purchasing Departmentv 工程部Engineering Departmentv 安全部Security Departmentv 总经理室General Managers Office前厅常用术语介绍v 房务部：Rooms Divisionv 前厅部：FO Front Officev 客房部：HSKP Housekeeping大堂副理：Assistant Managerv 前 台：Front Desk接待处：Reception/Check-in收银处：Cashier/Check-out 领 班：Captain 主管：Supervisorv 班次负责人：Shift Leaderv 商务中心：Business Center v 接线员：Operator v 预订处：Room Reservationv 礼宾服务处：Concierge 行李生：Bellman v 金钥匙：Golden Key v 商 场：Shopping Mallv Lobby Bar大堂吧v Chinese Western Restaurant(中、西餐厅）v Recreation Center娱乐中心v Meeting Room会议室v Teahouse茶楼v Washroom 洗手间月份/星期4v Monday星期一 v Tuesday星期二 v Wednesday星期三 v Thursday星期四 v Friday星期五 v Saturday星期六 v Sunday 星期日v January一月 v February二月 v March三月 v April四月 v May五月 v June六月 v July七月 v August八月 v September九月 v October十月 v November十一月 v December 十二月What time is it？几点了？v 10:00 tenv 3:05 three o five in the morning 上午v 8:10 eight ten in the afternoon 下午v 6:15 six fifteenv 6:45 six forty-five v 7:35 seven thirty-five v 9:55 nine fifty-five v 10:25 ten twenty-fivev 11:38 eleven thirty-eight v 12:40 twelve forty v 1:18 one eighteen v 3:50 three fifty v 4:36 four thirty-six v 6:25 six twenty-five v 7:42 seven forty-two v PS：形容上午下午，也可以使用AM OR PM简单一句一、问候语 Greeting 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） Glad to meet you. 很高兴见到您。3、How are you? 您好吗？（熟人）Fine, thanks. And you ? 很好，谢谢。您好吗？二、欢迎、祝愿 Welcome and Congratulation1、Welcome to our hotel（Yuehe hotel）. 欢迎到我们饭店(月河客栈)来。 2、Have a good time! 祝您过得愉快！3、Congratulations! 祝贺您！ 4、Happy birthday! 生日快乐！5、Happy new year! 新年快乐！6、Merry Christmas! 圣诞快乐！ 7、Have a nice holiday（weekend）! 假日(周末)快乐三、答谢与道歉Thanks and Apologies1、Thank you (very much). 谢谢您（非常感谢）。2、Thank you for your help. 感谢您的帮助。3、Its very kind of you. 谢谢，您真客气。 4、You are welcome. /Not at all. /Dont mention it. 不用谢。5、Its my pleasure. 非常高兴为您服务。 6、Beg your pardon. 对不起，请再说一遍，好吗？7、Im sorry, Its my fault. 很抱歉。那是我的过错。 8、Sorry to interrupt you. 对不起，打扰您了。9、Thats all right. 没关系。10、Im sorry to have taken so much of your time. 对不起占用你太多时间了。11、Im sorry to kept you waiting . 对不起让你久等。12、Excuse me for disturb you. 原谅我打挠你了。13、I hope youll forgive me.我希望你能原谅我四、指引与提醒 Guidelines and to remind/Offering Help 主动提出帮助1、Can I help you? May I help you？ 我能帮您什么吗？ 2、What can I do for you ？ 我能为你做什么？3、Just a moment, please. 请稍等一下。 4、Its on the second (third) floor. 在二（三）楼。5、This way, please. 请这边走 6、Please be careful. 请当心。7、Please dont leave anything behind. 请别遗忘您的东西。 8、Dont worry. 别担心。 9、Take it easy. 放心好了。 10、 May I take your bag for you？ 我可以为你拿你的手提包吗？11、 May I help you with your case？我能帮你拿你的箱子吗？12、 Would you like me to call a taxi for you ？ 你需要我为你叫一辆出租车吗？五、告别 Farewell1、Goodbye.再见。 2、See you tomorrow. 明天见。 3、Goodbye and thank you for coming. 再见，谢谢您的光临。 Unit 1 Making a Reservation客房预订Part1 词汇锦囊1. reception 接待员2. gymnasium 健身 3. sauna 桑拿4. bar 酒吧5. suite 套房6. discount 折扣7、spacious 宽敞的8、vacancy 空房的9、floor 楼层10、nightclub 夜总会11、lobby 大厅12、elevator 电梯Part2 Important Phrases 短语集锦1. make a reservation 预订2. single room 单人房3. double room 双人房（一张大床）4. twin room 双人房（两张单人床）5. triple room 三人房6. standard suite 标准套房7. executive suite 商务套房8. presidentlal suite 总统套房9. deluxe room 豪华客房10. beluxe twin 豪华双人房11. buffet breakfast 自助早餐12. on foot 步行13. by taxi 搭乘出租车14、by train 搭乘火车15、by underground 搭乘地铁16、peak season/holiday season旺季17、off-season 淡季18、shoulder season 平季19、waiting list 等候名单20、king size 大床21、hold the line (打电话时)不挂断22、fully booked 客满23、make a cancellation 取消预订41 Part3 Conversations 交流平台1、Answering a Phone 接电话Reception：yuehe hotel .May I help you?David：ld like to book a double room with a private bath for tomorrow Reception：Would you hold the line ,Please?lll check our vacancies for tomorrow.We happen to have some doubles available. The 480 element yuan per nightDavid：Thats fine.Please hold it for me.This is David and my number isReception：lll have the room ready for you. Thanks for caling us. Bye!David：Good-bye!2、Delalled Questions 回答具体问题Reception：Room Reservations.What can I do for you?Sarah:：ld like to book a double room for Tuesday next week.Reception：A double room for Tuesday,September12th.with a front view or a rear view?Sarah:：A front view pease.Whats the rate,please?Reception：480 hundred RMB per night.Sarah：What services come with that?Reception：That comes with a buffet breakfast.Sarah：That sounds good .l”ll take it.接待员：月河客栈，我能为您些什么？大 卫：我想知道明天是事有带独立浴室的双人间。 接待员：请别挂电话，好吗？我马上为您查一下。我们明天正好还有一些双人间。每晚480元。 大 卫：行，我预订了。我叫大卫，电话号码接待员：我会为您准备好房间的。谢谢您的来电。再见。 大 卫：再见！ 接待员：订房中心，请问您需要什么？莎 拉：我想订一间双人房，下周二晚上入住。接待员：下周二一个双人房，也就是九月十二日，您要前景的还是后景的。莎 拉：前景的吧。请问房费是多少？接待员：每晚480元。莎 拉：都有什么服务呢？接待员：包括顿自助早餐。莎 拉：听起来还不错，那我就订了吧。 Part4 Expressions 情景万用句预订房间种类1. What rooms do you prefer?2. Would a triple room do?3. Id like to reserve a double room. 客满4. Im sorry,but our double rooms are fully booked up.we do have a single room available.would you like that? 5. Sorry,we have no vacancles at this time. 价格6. How much is it per night?7. The price .480RMB a night includes ouffet breakfast. 折扣8. Could you give me a discount if I stay for a week?9. Well give you 10% off10. There is a discount for children 住宿日期11、When would you like your room?12、The arrival time and departure time.please?13、How many nights witt you need the room? 您想要订哪种房间？ 三人间可以吗？ 我想订一个双人间。 对不起，我们这里的双人房已经订满了。不过我们还有单人房，您要订吗？ 对不起，现在没有空房。 每晚多少钱 每晚480元，包括自助早餐。 住一周有没有折扣？ 我们给您打九折。 儿童有优惠。 请问您哪天入住。 请问住宿的起止日期。 请问您打算住几个晚上。说明酒店区位14、The hotel is in the centre of Beijing.15、The hotel is directly opposite the train station16、lis a 10 minute taxi ride away.17、lts 2 minutes on foot from the beach 介绍酒店设施18、Theres a full-size swimming pool19、Im afraid we dont have a conference centre 确认细节20、Do you need a cot for your baby?21、Let me just confirm the details of your reservation,please.填写预订卡应包括以下内容：1、 姓名（ Surname ）2、 姓、名的首字线（Initials）3、 到达日期（Arrival Date）4、 到达时间（Arrival time）5、 离店时间（Departure Date）6、 房间类型（Room Type）7、 房费（Room Rate）8、 联系方式（Contact Details）9、 特殊要求（Special Requests） 宾馆位于北京市中心。 酒店位于火车站正对面。 搭乘出租车有10分钟的路程。 步行两分钟就到海滩。 本酒店有一个标准尺寸的游泳池。 很抱歉本酒店没有会议中心。 您需要一张婴儿床吗？ 我现在确认一下您的预订细节。Unit 2 Welcoming Guests迎客Part1 词汇锦囊1、doorman 门僮2、bellman行李员3、baggage行李4、trolley 行李推车5、restroom 休息室6、lounge 休闲室7、umbrella雨伞8、arrival 到达Part2 Important Phrases 短语集锦1、take care 照顾2、give sb a hand帮忙3、ground floor一楼4、the taxi stand出租车站5、cross the street穿过马路6、come to an end走到尽头7、around the comer在拐角附近8、have a seat请坐9、front desk前台10、go down the road 沿着这条路走11、banqueting office 宴会部12、keep going一直走13、revoiving door旋转门14、coffee shop咖啡厅15、health centre健身中心16、business center商务中心17、welcome to欢迎来到18、good evening 晚上好19、complimentary service 免费服务 Part3 Conversations 交流平台1、Welcoming a Guest迎客 Doorman：Good evening.miss Welcome to the yuehe hotel .Let me take care of your luggage.Jane：Thank you.Doorman：l hope you had a pleasant trip.Jane：lm glad to be here at last！It was a long trip！Doorman：Thats too bad！lll show you to the Front Desk.This way.please.Jane：l see ,thanks.Doorman：A bellman will show you to your room when you finish checking in.please enjoy your stay.2、Delalled Taking Luggage to Rooms 把行李入客房Bellman：Good afternoon.madam,Welcome to yuehe hotel ,lm the bellman,Let me carry those for you.Maggie：Thank you.Please take them to my room.Bellman：Yes,three pieces.Maggie： Yes,three pieces.Bellman：May l have your room number.please?Maggie：Room A302Bellman：Yes.Now ,this way,please. 门僮：晚上好，女士。欢迎来到月河客栈。 我来帮您提行李。 简：谢谢。 门僮：希望您旅行愉快。 简：终于到了，真是一个漫长的旅行。 门僮：那太糟糕了。我带您到前台去。请这边走。 简：好的，谢谢。 门僮：登记完后行李员会带您到房间，希望您过得 愉快。 行李员：下午好，女士。欢迎光临月河客栈。我是行李员。 我来帮您拿行李吧。 玛 姬：谢谢，请把行李拿到我房间去。 行李员：好的。这些都您的行李吗？ 玛 姬：是的，一共三件。 行李员：请告诉我您的房间号码。 玛 姬：A302房 行李员：好的。请这边走。Part4 Expressions 情景万用句迎接来宾1. Good morning,sir Welcome to our hotel.2. Did you have a pleasant flight?3. We wish you a most pleasant stay in our hotel.4. Would you please follow me?5. Step this way.please6. Ls there anything l can do for you? 提送行李至前台7. Leave it to me .8. Shall I carry the suitcase for you?9. lll take care of your baggage ,sir.10. Are these all?11. Wait a second ,please .lll get a trolley. 给客人指路（酒店内）12、The receptionist desk is in the lobby.13、The mens room is down the lobby on your right.14、The banqueting office is straight ahead.15、lt is on the ground floor to the left of the stairs. 给客人指路（酒店外）16、Go down the main road.You cant miss it.17、Keep going until you come to the end.18、Cross the street and you will find the park. 先生，早上好，欢迎来到我们旅馆。您旅行愉快吗？愿您在我们宾馆过得愉快。请跟我一起走，好吗？请这边走。有什么要我帮忙的吗？让我来吧。我替您提箱子，好吗？先生，我来帮您拿行李吧。这是全部行李吗？请稍等，我去拿一个推车。服务台在大厅。沿着大厅一直走，男厕所就在右边。往前直走就是宴会部了。就在一楼楼梯左边。沿着大路走，就可以找到请走到这条马路的尽头穿过马路，你就会看到公园Unit 3 Checking in 登记入住Part1 词汇锦囊1、reception 接待2、Key 钥匙3、passport护照4、identification 身份证5、valuables 贵重物品6、safe 保险箱7、deposit 押金8、receipt 收据Part2 Important Phrases 短语集锦1、key card 房卡2、registration form 住宿登记表3、payas a deposit 付作为订金4、credit card 信用卡5、in cash 用现金付账6、the second floor 二层7、per night 每晚8、contact number 联系电话9、fill out (a form) 填写（表格）10、in the name of 以的名义11、adjoining rooms 邻接房间rt3 Conversations 交流平台Checking in登记入住Reception：Good morning. What can I do for you, Sir?David： I booked a double room yesterday .My name is David .Reception：Just a moment, Please. Ill Check our reservation records you， yes have reserved a double room for today .Could I see your passport, Please?David： Yes, here you are.Reception：Thank you. Please fill in the registration form.David： All right.Reception：How would you like to pay?David： By credit card.Please Remember to Carry Your Key Card at All Times 请记住要随身携带房卡。Reception：Mr. Hanks, Youre in room A206on the Two floor, your usual room.This is your key card.Mr. Hanks：Thank you.Reception：Please remember to carry your key card at all times. You want to Change money or charge food and drinks to your room.Mr. Hanks：Sure.Reception：Do you need a porter, Mr. Hanks?Mr. Hanks：No, that wont be necessary. I only have this bag.Reception：Have a good rest, Mr. Hanks?Mr. Hanks：Thank you very much.接待员：早上好，我能为您做什么？大 卫：昨天我预订了一个双人间，我叫大卫。接待员：请稍等片刻。我查一下预订记录。是的，您预订了一个双人间。能把您的护照给我看一下吗？大 卫：给您。接待员：谢谢，请您填写住宿登记表。大 卫：好的。接待员：您如何付费？大 卫：用信用卡。 接待员：汉克斯先生，您的房间在2楼A206室，您常住的房间。这是您的房卡。 汉克斯：谢谢 接待员：请记住房卡要随身携带。如果您要换零钱或者想把食品、饮料费记在您房间的账上，都要用到房卡。 汉克斯：好的。 接待员：您需要行李搬运员吗，汉克斯先生？ 汉克斯：不用了，没有必要，我只有这一个包。 接待员：好好休息，汉克斯先生。 汉克斯：非常感谢。核对客人资料 1、 Do you have a reservation, Please? 2、 Could you tell me your name, Please?3、 Im sorry, I dont seem to be able to find your booking4、 Did you make a reservation by phone or internet?住宿日期5、 When will you be leaving, Please?6、 How long will you be staying, Please?7、 Youre staying for three nights, arent you?填表格8、 Would you Please fill out this registration form?付款9、 How will you be paying, Please?10、Will you pay by credit card, sir?11、Would you Please pay1,000 US Dollars as a deposit?12、This is a receipt for paying in advance. Please keep it.拿钥匙及保管房卡13、Here is you key to room D201.14、Please remember to return your key.15、Please remember to carry your key card at all times.请问您预订了吗？能否告诉我您的姓名？对不起，我找不到您的预订记录。您是通过电话预订的，还是网络预订的？请问您何时离店？请问您住多久？您要住三个晚上，对吗？麻烦您填下下入住登记表，好吗？请问您如何付费？您是用信用卡付账吗？请先付1000美元订金，好吗？这是预付款收据，请收好。这是您D201房间的钥匙。请不要忘记交回房间钥匙。请记得随身携带您的房卡Unit 4 Exchanging Money 兑换外币Part1 词汇锦囊1、dollar 美元2、Euro 欧元3、pound 英镑4、yen 日元5、won 韩元6、bill 纸币7、coin 硬币8、cheque 支票Part2 Important Phrases 短语集锦1、Currency exchange 外币兑换 2、currency counter 外币柜台3、exchange rate 汇率4、ATM 自动取款机5、travelers cheque 旅行支票6、Commission charge 手续费7、application 申请单8、banking hours 营业时间9、Australian dollar 澳元10、Canadian dollar 加元11、small change 零钱12、notice board 告示牌13、be equivalent to 与等同，与等效14、exchangefor 以与交换15、sign your name 请签名16、fill in a form 填表Rt4 Conversations 交流平台Cashing Travelers cheque 兑换旅行支票Cashier：Good morning .can I help you? James：Id like to cash these travelers cheque.please.Cashier：Fine.Please show me your passport.James：Here it is.Cashier：OK.Lets see,thats $400，and you want to change it into RMB?James：Yes,thats right.Cashier：Todays exchange rate is 6.83 Yuan for one US dollar,so that is 2,732 Yuan.There is a service fee of 5%,so I owe you 2,595 Yuan.OK,here you are.James：Thank you!Changing US Dollars into RMBCashier：Good morning,sir.what can I do for you?Ross：Id like to change RMB into US dollars.Cashier：Certainly,sir .could you fill out this form ,please?Ross：Here you areCashier：Thank you.you would like to change 3,000RMB into US dollars.is that right?Ross ：Yes,thats right.Cashier：Todays exchange rate is 6.83 Yuan for one US dollar .There is a service fee of 5%,so I owe you $417.28.And here is your money.Have a nice day.收银：早上好！需要我效劳吗？詹姆斯：我想把这些旅行支票兑换成现金。收银：好的。请出示您的护照。詹姆斯：给您。收银：好的，我看看。一花四百美金，您想换成人民币，是吗？詹姆斯：是的。收银：今天的汇率是6.83元换1美元，合人民币2732元。加收5%手续费，所以我应该给您2595元。请您点收。詹姆斯：谢谢。收银：早上好！先生需要我效劳吗？詹姆斯：我想把3000元人民币换成美元。收银：好的。先生，请先填写这张表格。詹姆斯：填好了。收银：谢谢。您是想把3000元人民币换成美元吧？詹姆斯：是的。收银：今天的汇率是6.83元换1美元，加收5%手续费，那么我应该给您417.28美元。这是您的钱，祝你愉快。币换币种1、 What kind of currency do you want?2、 Id like to change some yen into RMB.汇率3、 The current rates are on the notice board.4、 Every US dollar is equivalent to 0.75 euros.5、 Whats the exchange rate between the US solar and the euro today?换零钱6、 Small change,please.7、 Do You want 5s or 10s?8、 How would you like your money?手续费9、 is there any service charge?10、We have a service charge for this.11、We charge RMB 50 commission on eash deal.签名及收据12、May I have a receipt,please?13、please sign on the bottom line14、please write your name and passport number here.15、Do I Have to sign each cheque?您要哪种货币？ 我想把日元换成人民币。 当前的汇率显示在告示牌上。1美元兑换0.75欧元。请问今天美元兑换欧元的汇率真是多少麻烦帮我换成零钱。您要5元的还是10元的零钱您要怎么换要付手续费吗？这个需要付手续费。 我们每一笔交易收取50元手续费请给我一张收据好吗？ 请在底线上签名。请在这儿写上您的姓名和护照号码。 每张支票都要答名吗。Unit 5 Checking Out 结账退房Part1 词汇锦