前台常用场景英语.docVIP

酒店英语培训一、 饭店组织机构（Hotel Organnization）1、总办Executive Office总经理General Manager ,简称“GM”。2、人力资源部Human Resources Department 人事主管Human Resources Supervisor3、销售部Sales & Marketing Department销售部经理 Sales Manager，简称 “SM”。4、前厅部Front Office Department前厅部经理Front Office Manager，简称 “FOM”。5、客房部Housekeeping Department 6、工程部Engineering Department7、保安部Security Department8、财务部Finance Department9、前台接待员 Front Desk Agent10、客房服务员 Room Attendat二、前厅部英语接待 Reception问讯 Information预订 Reservation登记 Registration到达/离店日期 Arrival/ Departure date公司名称 Company name续住 Extension of stay换房 Room change空房/VAC Vacant room待修房/OOO Out of order住客房/OCC Occupied room自用房/HU House use双锁房/DL Double lock脏房/走客房/VD Vacant dirty请勿打扰/DND Do not disturb贵宾/VIP Very Important Person外宿/SO Sleep Out入住/退房/ Check in C/I Check out C/O有预订未入住 No show接机服务 Pick-up service/Limousine service行李 Baggage/Luggage雨伞 Umbrella叫早服务 Morning call/wake-up call贵重物品 Valuable护照 Passport签证 Visa填写 Fill in签名 Signature姓/ 名 Surname/ First name无预订散客 Walk-in guest投诉 Complaint门市价Rack rate 团队价 Group rate优惠价/协议价 Corporate Rate合同价 Contract rate折扣价 Discount rate会员价 Member rate半天房租 Half-day room charge取消 Cancel确认 Confirm自助早餐 Buffet breakfast Voucher/Coupon八折 20%(twenty percent discount)标准双人房 Standard Twins room豪华单人房 Deluxe King room豪华双人房 Deluxe Twin room豪华双人套房 Deluxe Twin Suite room单人床 King/Single bed双人床 Twin bed加床 Extra bed / rollway bed空调 Air-conditioner保险箱 Safety box / Safe洗衣服务 Laundry service快洗 Express laundry service信纸 Writing paper信封 Envelope报纸 Newspaper转接电话 Transfer call无人接听 No answer手机/移动电话 Mobile / Cellphone充电器 Charger烟灰缸 Ashtray垃圾桶 Dustbin/ waste basket /bin插座 Socket插头 Adapter包裹 Parcel/ package房价表 Room tariff三、客房英语门 Door门把手 Door handle锁 Lock防盗眼/猫眼 Spy hole衣柜 Wardrobe/closet衣架 Hanger西装架 Suit hanger裙架 Skirt hanger裤架 Trousers hanger浴袍 Bath robe拖鞋 Slippers穿衣镜 Dressing mirror保险箱 Safety deposit box密码 Password冰筒 Ice bucket冰块 Ice cube矿泉水 Mineral water行李架 Luggage rack礼品袋 Shopping bag洗衣袋 Laundry bag洗衣单 Laundry list熨斗 Iron烫衣板 Ironing board抽屉 Drawer遥控器 Remote control电视节目指南 Movie guide茶几 Tea table沙发 Sofa/couch电话 Telephone铅笔 Pencil服务指南 Service directory房价表 Room tariff台灯 Table lamp床头灯 Bed-side lamp落地灯 Floor lamp壁灯 Wall lamp应急灯 Emergency lamp床垫 Mattress枕套 Pillow case枕头 Pillow床单 Bed sheet被子 Quilt房间洗手间 Bathroom浴巾 Bath towel面巾 Face towel方巾 Hand towel地巾 Bath mat浴巾架/毛巾架 Towel rack防滑垫 Skid proof mat抽式面纸巾 Facial tissues浴缸 Bathtub电吹风 Hair-dryer电热水壶 Kettle镜子 Mirror剃须刀 Shaver/razor牙刷/牙膏 Tooth brush/ paste梳子 Comb香皂 Soap洗发液 Shampoo沐浴液 Bath foam/Shower Gel浴帽 Shower cap洗脸盆 Wash basin/sink厕纸 Toilet paper/Toilet roll针线包 Sewing kit红茶 Black tea绿茶 Green tea咖啡 Coffee糖 Sugar火柴 Matches打火机 Lighter请勿打扰 Do Not Disturb 开关 Switch空调 Air conditioner垃圾桶 Dustbin紧急出口 Emergency exit无烟楼层 Non smoking floor叫醒服务 Wake up call service体重秤 Scale电视频道 TV channel四、酒店常用场景句型（Sentences） 1、请问有什么可以帮到您吗？ What can I do for you?/Can I help you?2、您真好，准时叫醒我. Its very kind of you for waking me up on time.3、感谢您的谅解 Thank you for your kind understanding4、谢谢您给了我们这些信息 Thank you for the information provided (by you).5、您想的真周到，提醒我那件事。 Its very thoughtful of you to remind me of that.6、抱歉，我们给您添了许多麻烦 Were sorry for all the inconvenience caused. 7、对不起，我误解了您的意思。 Sorry, I misunderstood what youve said.8、我们的工作还做得很不够。 Theres a lot of room of improvement regarding to our work.9、请多提宝贵意见。 Any comments and suggestions are most welcome.10、您要饭店的介绍册吗？ Would you like to have a brochure of our hotel?11、有什么能为您效劳的吗？ Is there anything what can I do for you?12、让我来帮您。 Let me give you a hand.13、让我来告诉您。 Let me tell you about it.14、请再说一遍好吗？ May I beg your pardon?15、对不起，先生，您的意思是吗？ Excuse me, sir. Do you mean -? I cant follow you.16、我保证将留言转达给林先生。 Ill make sure Mr. Lam gets the message.17、对不起，她正在打电话。 Sorry, shes on the phone.18、您稍等一下好吗？（打电话时） Could you hold on a moment, please?19、对不起，她还没讲完，您继续等吗？（打电话时） Im sorry, shes still engaged, do you want to continue to hold?20、市内电话请先拨“9”，拨打房间电话先拨8 ，再拨房号。 For outside call, please dial 9 first; please dial 8 first, then the room No. when you place/dial a room to room call.21、请别挂电话，我替您接。Please hold the line; Ill connect you to-22、拨“0”可联系前台。Please dial“0”to contact with the Front Desk.23、请在第一个拐角处往右转。 Please turn right at the first corner.24、请在第一个十字路口往左转。 Please turn left at the first crossing.25、他的房间在右边最前面 / 最后面的那个门。 His room is located at the last / first door on the right.26、它离这不远。 Its not far from here.27、直往前走，然后在红绿灯处往左转。 Please go forward and turn left at the traffic lights.28、请一直往前走到路口/ 楼梯那边。 Go straight until you get to the crossing / stairs. 29、沿着这条街往下/上走，然后再问一下路。 Please go straight down / up the street, and then ask for direction again.30、请往右转，走到大厅的尽头，在角落处你会找到。 Turn right and go to the end of the hall, you will seeat the corner.31、它就在鲜花店的对面/ 隔壁/ 附近/ 后面。 Its just opposite / next to/ near / behind the Flower Shop.32、它就在广场的前面/ 穿过广场/ 在广场的另一边/ 在北面/ 在旁边。 Its in front of / across / on the other side of / north of / beside the Square.33、在那，您会看到红绿灯/ 麦当劳招牌的。 Youll see / find a traffic light / a McDonalds sign there.34、对不起，您走错路了，请往回走。 Sorry, you are going in the wrong direction. Please turn around and go ahead.35、您可以乘810路车，然后到西门方向转809路车，再乘到倒数第二站下车，就到了公园。 You can take bus No.810, then change to bus No.809 at Xi Men and get off at the stop before the terminus, you will find the park.36、您乘821路车可直达火车站。 No.821 bus will take you directly to the railway station.37、您不会找不到的。 You wont miss it.38、他一听到敲门声就跑去开门了。He went to open the door directly when he heard the knock39、您可以把皮箱寄存在行李处。 You may leave your suitcases at the bell service.40、您可把贵重物品寄存在收银处的免费保险箱里。 You may deposit the valuables in the hotel front cashiers safe deposit box, its free of charge.41、食品、易燃物、易碎品都不予寄存。 We dont accept food，combustibles and fragile objects.42、您对我们的服务有什么意见？ Any comments on our service? 43、谢谢您告诉我们，我马上处理这件事。 Thank you for informing us about it. Ill look into the matter right away.44、我不能保证，但我会尽力而为。I cant guarantee anything, but Ill try my best.45、对不起，等我弄清楚了再答复您。Sorry, Ill let you know after the investigation.46、我的粗心大意，我非常抱歉。Im terribly sorry for my carelessness.47、恐怕您误会了我的意思，我能解释一下吗？Im afraid you had misunderstood my meaning, Shall I explain it again?48、需不需要请医生看看？Would you like to seek for medical assistance?49、请好好休息。Have a good rest!50、希望您早日恢复康复。Hope youll get well soon.51、营业时间是/服务时间是下午6点到第二天凌晨3点。Its opening hours is from 6 p.m. to 3 a.m. of the next morning.52、请把这张地址卡交给出租车司机， 他会送您到那里的。Please give the address card to the taxi driver and hell take you there.六、饭店服务介绍：1、我们酒店有标准双人房、豪华单人房、豪华双人房、豪华双人套房。We have Standard Twin room, Deluxe King room, Deluxe Twin room, Deluxe Twin Suite room.2、自助早餐厅在七楼，营业时间从早上7点至晚上10点。Buffet breakfast restaurant is located on the 7nd floor, the opening hours is from 7:30am to 10:30pm. 七、常用场景英语（一）预订：（reservation）1、请稍等一下，让我检查一下最近的订房情况。Please wait for a moment. Let me check the reservations status.2、请稍等，我查一下是否有空房。Just a moment please, let me check if there is a room available.3、我们明天有单人房。Yes, we do have a single room available for tomorrow.4、很抱歉，单人房全部预定出去了。双人房可以吗？Im sorry, were fully booked for the single rooms. Would you like to have a double room instead?5、抱歉，但那天，酒店客满。Im sorry, the hotel is already fully booked on that date.6、一间房每晚是100元，包含早餐。The room rate is RMB100 per night, included breakfast.7、公司未跟我店签约，这是我们能提供的最低折扣。Since the company has not signed any contract with us, this is the best available rate we can offer. 8、您打算住多久？How many nights will you stay with us?9、您是否需要园景房？Would you like to have a room with garden view?10、19楼、20楼的房间是无烟房。19th and 20th floor are no-smoking floors.11、请问您贵姓？电话号码是？请问您朋友的名字？Could you give me your name and telephone number, please? / Could you tell me your friends name?12、怎么拼写？How to spell it?13、能告诉我您的航班号吗？Could you tell me the flight number, please? 14、请通知您的朋友在明晚6点前登记住店。Please let your friend know that the check in time is before 6pm tomorrow evening.15、详情，请与销售部联络，电话是8675、8676。For further information, please contact the Sales & Marketing Dept. The extension is 8675 or 8676.16、我们为您做好记录，请您在到来的前一天打电话、发传真或电子邮件通知我们确认一下具体时间。We have taken note (notice) of that. Please confirm the specific date / arrival time by telephone, fax or email the day before your arrival.17、先生，谢谢您的电话。希望早日见到您。Thank you very much for calling, Mr .Smith. Good-bye. We are looking forward to be at your service soon.（二）订金 / 押金 1、如果您的费用由公司帮您付，能否请他们预交押金？Could you ask your company to pay the deposit to us prior to your arrival, if they will cover your expenses?2、请问哪位买单? May I know who will settle the bill?3、服务费不打折。There are no discounts for service charge.4、公司付所有的费用吗？Is the company going to cover all the expenses?（三）推荐其他房间、对不起先生，双人房满了，套间怎么样？Sorry, sir .All Twin rooms are fully booked .How about having a suite instead?、对不起，所有的客房都客满了。Sorry, all rooms are fully booked.、很抱歉，大部分房间都客满了，现在只有套房。套房包括客厅、卧室（双床）和浴室，房间是元，是否愿意体验一下套房？Sorry, most of the rooms are occupied .At this moment we only have some suites available .A suite includes a living-room, a bed-room, (with two beds) and a bathroom. The rate isYuan .Would you like to have a suite?、今天晚上您先住一间双人房好吗？我们明天将会为您准备大床房间。Would you please take a double room for tonight? We will reserve a king size bed room for you tomorrow.、对不起，因为大多数房间都客满了，我们只能给您两间不同楼层的房间，可以吗？Sorry, since most of the rooms are occupied, would you mind that we arrange two rooms on the different floor?6、一位客人下午3点离店，如果您不介意多等候，我们将为您安排那间单人房。Would you mind to wait till around 3pm for the single room, as one room will be checking out around that time.（四）登记入住1、 我想办理入住。Id like to check in.2、 您有预定吗？Do you have any reservation?3、 请告诉我您的姓名好吗？May I have your name please?4、 您是维也纳酒店的会员吗？Are you a member of Vienna Hotel? 5、 您能出示维也纳会员卡吗？Would you please show me your Vienna Hotel Card?6、 您需要哪种房？What kind of room would you like?7、 We do have single rooms, which type of room would you like?我们有单人间，您需要哪种？ Standard twin room (2 beds) 标准双人房 Deluxe King room 豪华单人房 Deluxe Twin room 豪华双人房 Deluxe Twin Suite room 豪华双人套房8、 房价是每晚元。The room rate is . yuan per night.9、 房价有折扣吗？Is there any discount of the room rate?10、我们只对嘉宾会员有特别优惠价。We have special rate for Vienna Hotel members only.11、您想住几天？How long will you stay with us?12、约.天。About. nights. 13、您是需要无烟房吗？Would you like to have a non-smoking room?14、请出示您的护照。May I have your passport please?15、您能签个名吗？May I have your signature please？16、我可以刷您的信用卡吗？ May I have your credit card please?17、请您预交.元押金。For cash deposit, we would require. RMB18、房间里有迷你吧吗？Is there a minibar in the room?19、您希望在酒店用早餐吗？Would you like to have breakfast in the hotel?20、酒店提供中西自助餐，每位28元。The hotel provides buffet breakfast at 28 yuan per person.21、这是您的房间钥匙。Heres your room key.22、您的房间在6楼Your room is on the 6th floor.（五）问询1、根据房态，最迟可至点退房。Late check-out is until -p.m. subject to availability.2、前台收银处和房间内均有提供保险箱，您可以将贵重物品寄存在保险箱内，以免丢失。A safe box is offered both in the front cashiers counter and your room .You can deposit your valuables there.3、房费由接待单位付，请问怎样支付您的杂费押金。The room charge will be paid by your reception unit, how would you like to pay the deposit of your incidental charges?4、商务中心提供有传真和英特网服务，营业时间是.Fax and internet service are available in our hotel business center. The opening hours is from _ to _ . （六）查 询1、请问，他的名字怎么拼写呢？ May I know the spelling of his/her name？2、我可以知道他的国籍吗？ May I know his/her nationality ？3、这个团是从哪里来的？ Where does this group came from ？4、对不起，你要查询的客人尚未入住，但他预订房间，如你有事请留言，我们将代为转告。 Sorry，the gentleman /lady you are looking for has not check in yet. Would you like to leave a message? We will let him/her know upon his/her check in.5、我一定会将留言转交给邓先生的。 Ill make sure Mr. Deng will get the message.6、可以知道你的名字吗? 我会通知他你来了。 May I have your name please？Ill inform him that you are here 。7、让你久等了，李先生说他一会儿就下来，女士，你可以在沙发上稍坐一下。 Thank you very much for your patience ，Mr. Lee said he would be here in few minutes. Madam, would you like to have a seat at the sofa？8、我会做记录的。我们有收到（邮件/物品等），会马上通知你。 Ill make a note of it。Well let you know right after weve got it。9、别着急，先生。一有收到，我们会马上通知你。 Dont worry ，sir 。Youll be informed as soon as it arrives 。（七）行李服务 （Bell Service）1、 这是你第一次住在我们酒店吗?Is this your first time to stay in our hotel ？2、 你可以把箱子放在前台.You may leave your suitcases at the Front Desk 。3、 别担心，你的行李很快就会送上的。Dont worry, your luggage will be sent up soon.4 、我们乘电梯上去吧，这边请。 Lets go up by the