前厅服务常用口语.doc

前厅服务常用口语Page 1Welcome to our hotel. 欢迎光临。Can I help you?我能帮你忙吗？What kind of room would you like, sir?先生，您要什么样的房间？Please wait a moment. I have to check if there is a room available.请稍等，我查一下有没有空房。 Enjoy your stay with us.希望您在我们这里住的愉快。May I know your name and your room number, please?我可以知道您的名字和房间号码吗？Excuse me ,sir, could you spell your name?请问您的名字如何拼写？Heres your room key.这是你的房间钥匙。Im sorry to keep you waiting, sir. What can I do for you?先生，对不起，让您久等了。我能为您做点什么吗？Please wait your turn.请排队等候。May I known your name, please?请问贵姓大名。（不认识客人时用）Im sorry, sir. Our hotel rooms are all booked at this moment. We have no vacancy.对不起，先生。我们已经客满，没有空房间。Dont mention it. My pleasure.请不要客气，我乐意效劳。Have a good rest, sir.先生，请好好休息。Good morning, sir. Can I be of service to you? 早安，先生。 我可否为你效劳？A moment, please. I will be with you as soon as possible.请稍等片刻。我将尽快帮你办。Can I have your name and room number, please?请告诉我您的名字及房间号码？Here is your bill, sir.先生，这是您的帐单。Please wait a moment while I calculate your bill.请稍等片刻，我立刻就把您的帐单结算出来。We accept the following credit cards,madam.小姐，我们接受以下几种信用卡。Please sign here, sir.先生，请在这签上你的名字。We hope you will come stay with us again.希望你再光临我们酒店。Would you please exchange us dollars for RMB. please?麻烦你替我将美圆兑成人民币好吗？The rates of exchange are on the board, sir.先生，请参考告示牌的外币兑换价。Im sorry but We do not exchange Hong Kong dollars into Japanese yen.对不起，我们不能将港币换成日元。Please could I see your passport or other identification, madam?小姐，请出示你的护照或其它身份证明文件。Be sure to keep it. 请好好保存。 Please check it. 请点一下。第二章 前台接待Have you a reservation？您预定过了吗？2.The bellman will show you the way to the banquet hall.行李员将领您去宴会厅4.Would you please complete this registration form?请填写这张登记表5.Could you sign your name.please?请签上您的姓名6.May I see your passport please?请出示您的护照7.May I know your name and room mumber？请告诉我您的名字与房间号码。8.May I have your passport or ID Card please？请出示您的护照或身份证。9.How would you like to make payment,By credit Card or By Cash?请问您想用现金付款还是用信用卡付款？10.Can I have your credit card imprint?请出示您的信用卡，我们需要用它来压卡。（？）11.Would you please pay 1000as deposit? We will return the balance to you when you check out.请您付1000元押金，我们将在您退房时将余额退还您12.Here is your room key。这是您的房间钥匙13.Your room number is 246 on the second floor.您的房间在二楼的246房。14.Here is your key card这是您的房卡15.Ill get the bellman to take your luggage up.我会叫行李生帮您把行李送到房间16.The bellman here will take your luggage and show you the way.这里的行李生会为您提行李，并为您带路17.Well extend the reservation for you .我们可以为您延长预订18.Are you checking out today?您今天可以结帐吗？19.Would you like to check out now?您今天要退房吗？20.Please pay at the cashiers desk over there请到那边帐台付款21.If theres anything you need, just ring reception.如果您需要什么，就打电话给服务台。22.Because of the bad weather, the swimming pool wont be open today.因为天气不好，今天游泳池不开放。23.The phone number of our hotel is 68718888.我们酒店的电话号码是68718888.24.Please dial 9 before you dial the number.拔号码前请先拔9.Unit one Making a Reservation/Advance Reservation第一章 预订Key Sentences例句1. Good morning/evening. Reservation. May I help you?早上好/晚上好，这里是.酒店客房预订部，请问需要什么帮忙吗？2. What can I do for you?我能为您帮什么忙吗？3. Hold on line, please. Could you please hold on?请稍等（电话中） 请稍等，好吗？4. Could you wait a minute, please?请稍等，好吗？5. Are you with a company?您是公司预订吗？6. May I know you departure date?请问您的离店日期是哪天？7. How long will you stay with us?请问您住几天？8. How many people are there in your party?您们一共几个人？9. That will be four nights.四个晚上。10. May I know the arrival date, please?请问哪天入住？11. Is it just for tonight?请问只住今天一晚吗？12. When do you check in?请问您什么时候入住？13. Would you like a single room or a double room?请问你想订单人间还是双人间？14. What kind of room would you like/prefer?请问您喜欢什么样的房间？15. Would you please tell me your full name, please?请问您的全名是？16. And your address, please?请问您的地址？17. May I know you telephone number, Mr Smith?史密斯先生，请问您的电话号码是？May I know your company name and how would you like to settle your payment?请问您的公司全称及付款方式？How would you like to guarantee your reservation?请问您的担保方式是？May I take your credit card number or Guarantee letter for the guarantee?请提供您的信用卡号码或担保信给我做为担保。18. We have a single available for those dates.我们还有一些单人间可以接受预订在那个时间段。19. Its all right for the next week.下个星期没有问题。20. We do have a vacancy for those dates.那段时间我们可以接受预订21. Yes, you can have a room on Saturday.是的，星期六您可以订到房间。22. Im afraid we wont be able to guarantee you a room after the 16th. We usually have high occupancies in the peak seasons.恐怕十六号后我们不能保证有房间提供给您，那段时间是我们的入住高峰期。23. Im sorry, but were fully booked for single rooms. Would you like to have a double one?很抱歉我们的单人间已经订满了，给您订双人间怎么样？24. Im sorry, but the hotel is full on that date.很抱歉，那天我们酒店的客房已经住满了。25. Im sorry, we dont have any room available for that week.很抱歉，我们那周的预订已经全满了。26. Service isnt included in the room rate.服务费不包含在房费里27. Above rate is subject 15% service expense.以上报价需另付15%服务费28. We offer 10% discount for group reservation, sir.先生，团队预订可以打九折。29. Mr.smith,let me repeat your reservation to ensure it is correct. you will arrive before。史密斯先生，我跟你确认一下你的预订内容：你的抵达日期是。 酒店各部门英语名称翻译1 Executive Officet行政办公室2 Human Resources Dept.人力资源部3 Front Office前厅部4 Housekeeping Dept.管家部5 Food & Beverage Dept.餐饮部6 Recreational Dept.康乐部7 Financial Dept.财务部8 Sales Dept.市场营销部9 Security Dept.保安部10 Engineering Dept.工程部11 Waiting list等候名单12 Average room rate平均房价13 DND=Do Not Disturb请勿打扰14 VIP=Very Important Person贵宾15 Package包价服务16 No-show订房不到17 Message留言18 Cancellation取消19 Walk-in无预订散客20 Morning call叫醒服务21 Complain投诉22 Over booking超额预订23 OOO=Out of Order维修房24 Lost and found 失物招领25 Room status 房间状态26 Check in 登记入住27 Check out 结帐离店28 Reservation预订29 Reception接待30 Operator总机话务员31 Business ce