酒店客房部英语手册.doc

宾馆服务英语手册客房部目录1. USEFUL SENTENCES 常用句子A Special Services 特别服务 2B Chamber services 房间服务. 3C Hotel Regulations 酒店规定.6 D What the guest could ask or say 客人可能问到或提到的事. 72. SITUATIONAL DIALOGUES 情景对话A Receiving new guests 接待客人. 8B Special Services 特别服务 9C Chamber Service 房间服务. 12D Solving Problems 解决问题. 153. SPECIAL VOCABULARY 专用词汇A Facilities Furnishings 设施和装备.25B Provision 备品. 29. USEFUL SENTENCES 常用句子A Special Services 特别服务：1. We have wake-up call service. At what time would you like to get up, sir/madam?先生/夫人，我们提供叫醒服务，您希望几点钟叫醒您呢？When would you like us to call you?您要我们几点钟叫醒您？ 2. Please dial “0”to contact our operator.请拨“0”与总机联系。 3. Im afraid I cant. But you can dial “2”to contact Room Service.对不起，恐怕我不能。但您可以拨“2”与送餐部联系。Our hotel has very good room service. If you want to have breakfast in your room, you should call Room Service to place order.我们酒店有优秀的送餐服务，如果您想要在房间里吃早餐，只能通过送餐部点菜。Yes, let me contact Room Service. They will send it to you.好的，让我帮您与送餐部联系，他们会给您送来的。Just a minute. The Room Service will bring to you.请稍后，送餐部会给您送来的。Yes, Ill ask the Room Service.好的，我会与送餐部联系。Just leave the plates outside the door. (Just put them outside the door.)把盘子放在门外就可以了。4. What kind of drinks and how much would you like, sir/madam?您想要哪种软饮料？要多少，先生/夫人？ 5. Im afraid I cant do it myself, but we have Baby-sitting Service. Please dial “13”to contact the Housekeeping Department.恐怕我自己做不了，但是我们提供专门照顾婴儿的服务，请拨“13”与客房部联系。Its 30 Yuan per hour, and the minimum charge is 60 Yuan.费用每小时30元，最低收费为60元。 6. Dont worry, the bellboy can help you. Just dial “17”.请放心，行李员能帮您，请拨“17”。 7. Im sorry for the delay. Ill check with the Bell Caption to make sure that they bring up your luggage as fast as possible.请原谅耽误了您的时间。我会与行李组的领班联系，他们会尽快把行李送给您。The bellboy is handing your luggage. Hell be here in a minute.行李员正在把您的行李送过来，马上就到。 8. We have a Business Center on the 2nd floor. Im sure they can help you with this problem. They can fax for you also.我们二楼有商务中心，他们能帮您解决这个问题，也能帮您发传真。 9. Dont worry. We have a hair dryer on loan. Its in the bathroom drawer.请放心，我们有电吹风机可以借用。电吹风就在卫生间抽屉里。 10. Our hotel offers shoe-shining service free of charge. Just dial “13”, and well send a room attendant to do it for you.我们酒店提供免费擦鞋服务。只需要拨打“13”，会有服务员来为您办这件事的。Yes, sir. Theyll be clean and shiny in ten minutes.好的，先生，10分钟后它们就会被擦得又干净又闪亮。 11. Good morning, sir/madam. Do you have laundry today?早上好，先生/夫人。您今天有洗衣吗？ 12. There are laundry bags with lists in the wardrobe.衣柜里又洗衣袋和洗衣单。 13. Laundry handed in by 10:00 am will be returned to you around 6:00 pm the same day. May I know when you want them back?早上10点钟前送洗的衣服在当天下午约6点钟会送回来的。请问您希望几点钟送回来呢？By regular service, they will be retuned this evening.如果是普通洗衣，今晚可以送回来。 14.Would you like the express service or the same-day service？请问您要快洗服务还是普通服务呢？ 15.Since the regular collection is past，if you want them back today，youll have to order express service. Otherwise they will be returned tomorrow evening.普通洗衣规定的收衣时间已经过了，如果您想今天送回来的话，就必须选择快洗服务。否则就要等到明天晚上才能取回来。We charge 50% more for the express service，but it only takes 4 hours.快洗服务要加收百分之五十的费用，但只需要4个小时。 16.Please indicate in the laundry list whether youd like your clothes ironed，washed，dry-cleared，or mended.请在洗衣单上注明是否要烫，需要水洗、干洗，还是修补。BChamber services 房间服务： 1.Yes，Ill ask the room attendant to make up your room right away.好的，我马上通知服务员取为您打扫房间。Leave it to me. Ill send a room attendant to your room. Shell get everything in order in a minute.请放心让我来处理吧。我马上叫服务员到您的房间去，她会很快整理好的。 2.Im sorry，sir/madam. You see, its the peak season now. We have been extremely busy with a large conference. But Ill get your room ready as soon as possible.对不起，先生/夫人。您看，现在是旺季，我们忙于接待一个大型会议，不过我会尽快给您收拾好房间。Im awfully sorry ，sir/madam. You see，its the peak season now. We might have overlooked some points. I assure you such things wont happen again.非常抱歉，先生/夫人。现在是旺季，我们可能忽视了一些地方，但我向您保证这种事不会再发生。Im very sorry for the inconvenience.对不起，给您带来不便了。 3. at your service, madam. Im the room attendant .Sorry to disturb you. May I come in and clean your room now?对不起，夫人，我是客房服务员，打搅您一会，我能进来打扫房间吗？When will it be convenient for you？什么时候方便呢？ 4. Let me adjust the air-conditioner for you.让我为您调一调空调。Shall I turn the cooling up?要把空调调冷一些吗？Ill adjust it for you right away. .Its OK now.我马上帮您调，.好了，现在可以了。5. Ill bring it to you at once. (Ill fetch it right away.) 我马上给您拿来。 6. Why not take a hot bath and then have a rest? Im sure you will feel better soon.先用热水洗澡然后休息怎么样？您很快就会感觉到好一些。 7. Which one would you like: the hand towel, the face towel, or the bath towel?您想要手巾，面巾，还是浴巾呢？ 8. One moment, please. Ill bring you a clean one right away.请稍等，我马上给您拿一个干净的过来。 9. There are two quilts in the wardrobe. Will that be all right?电视机下面的抽屉里放着两张棉被，可以了吗？ 10. May I change a soft one (pillow) for you?您需要我给您换个软一些的（枕头）吗？ 11. Here you are. I hope you will feel more comfortable.这个给您。希望您将感觉到舒服一些。 12. Can I bring you a heater?我帮您放一个暖炉好吗？ 13. There is a socket beside the round tea table. There is another one under the mirror.圆的茶几旁边有一个插头，镜子下面也有一个。 14. You are welcome, and I wish you pleasant dreams.不必客气，祝您做个好梦。Just call us if you need any help.如果您需要的话，请随时叫我们。Please let me know if theres anything else I can do for you. Goodbye and have a good nap.您有什么需要我帮忙的尽管告诉我。再见，希望您能睡得好。 15. Yes, Ill let the staff know this.是的，我会告诉我们的服务员。 16. Would you like to have some fruit?请问您想要水果吗？ 17. The florist has very beautiful flowers. Would you like to have some?花店有很美丽的花卖，您是否要买一些？18. Certainly, sir/madam. Ill see that you get your mail. 当然，先生/夫人。我保证您能拿到邮件。 Well biform him/her when he/she comes. 等他/她回来，我们一定会告诉他/她的。 Ill make sure that he/she gets the message. 我保证他/她会拿到您的留言。19. One moment, please. Let me contact the horticulturist for you. Theyll take it over with you, and see that you are satisfied. 请稍等。我这就告诉绿化部，让他们与您讨论这个问题，一定会让您满意的。20. Then well fill it full. Please contact me if you need more. Goodbye and have a good/nice day. 好的，我们会把它灌满。如果您需要更多的话，请跟我联系。再见，祝您今天过得愉快。21. Mr./Mrs./Miss .left a message for you while you were out. 在您外出的时候，_先生/夫人/女士有留言给您。22. There is some repair work being done on the upper floor. But it will stop during the rest time. Thank you for your understanding. 楼上正在进行维修，但在休息时间会停工的。谢谢您的理解。23. Let me check it. 让我查看一下。 Yes, Ill check it right away. . Oh, the plug is loose. 我来查查看.噢，插头松了。 Wed better call the Engineering Department. Would you please wait a few minutes? 我们最好叫工程部来修，请您等几分钟，好吗？ Well send an electrician to your room at once. Hell put it in a good order. 我们会马上派一个电工到您的房间，他会把它修好的。 Sorry, the toilet is clogged. Ill report it to the Engineering Department. Theyll deal with the matter at once. 对不起，马桶堵塞了，我会通知工程部，让人来尽快处理。24. We offer only one copy of newspapers free of charge to each guest staying in our hotel我们每天只向住客免费提供一份报纸。Newspapers can be bought in the bookshop on the first floor, or in the 7-eleven stores outside. Perhaps you can ask our concierge to help you.我们商场的书亭或者外面的7-11便利店有报纸卖，或者，您可以与委托代办联系购买。25. Im sorry. Due to some transportation problems, the newspaper hasnt been delivered yet. Ill bring it to you as soon as we get it.对不起，由于交通问题，报纸还没能送到。报纸一到，我马上给您送来。If we have one, Ill send it to you right away.如果有的话，我马上送给您。Sorry, sir/madam. Weve run out of the “USA Today”. Will “South China Morning Post” be all right?对不起，先生/夫人，所有的“今日美国”报都已派完了，请问“南华早报”可以吗？ 26. Im sorry, sir/madam. Im afraid I dont quite understand.对不起，先生/夫人。我不太明白。My English is not good enough for me to take down what you said. Heres a pen and some paper. Would you please write it down yourself?我的英语不是很好，无法记下您的话。这里有纸和笔，请您写下来，好吗？ 27. Im sorry to hear that. Where did you last see it?很遗憾听到您这么说，请问您最后一次见到它是在哪里？Could you just check around the room again?您可以在房间里再找一次吗？Could you please tell me what color and what brand it is?是什么颜色和什么品牌的呢？Do you want me to report it to the Security Department?请问您需要报保安部吗？ 28. Ill report it to my supervisor immediately. Well let you know as soon as we find it.我马上报告主管，找到了，就马上通知您。 29. Hows your child?您的孩子好吗？ 30. How are you today? You dont look well.您今天觉得怎么样？您看上去不太舒服。 31. Im sorry to hear that. Would you like to see the doctor? Theres a guest clinic on the 3rd floor.很遗憾听到您这么说，您要不要找医生看看？宾客诊所在三楼。 32. Shall I ask the doctor to come?要叫医生来吗？Have you taken some medicine?您吃过药吗？Are you feeling any better now?您感觉好一些吗？ 33. Just take a rest. The doctor will be here in a minute.请休息一会儿，医生马上就来。 34. You are welcome. I hope you will feel better soon.不必客气，希望您尽快好起来。35. Yes, Ill contact the cashier. I wish you a pleasant journey, and hope to serve you again. Goodbye.好的，我会与收款处联系，再见，祝您旅行愉快，希望能再次为您服务。C. Hotel Regulations 酒店规定：1.Good morning，sir/madam. Sorry to disturb you. Is there a visitor in your room? Im afraid its too late for visiting. Could he come here tomorrow?早上好，先生/夫人，对不起打扰您，您的房间里有一位来访客人吗？恐怕现在已经很晚了，他能明天再来吗？2. Yes, everyone staying in the hotel must register at the Front Office .Would you please ask him/her to register first?好的，但每一位入住的客人必须到前台登记，请他/她先去登记，好吗？Then Ill contact the Reception Desk to arrange it for you.我这就帮您与接待处联系。Im sorry, sir. Im only allowed to give you the extra bed after we get notice from the Front Office.对不起，先生，我必须先收到前台部的通知才能给您加床。3. Good morning, sir. I found a hole in the blanket. Its a cigarette burn. Do you know anything about it?早上好，先生。我刚发现毯子被香烟烧了一个洞，您是否知道这件事？4. Im sorry, but according to hotel regulations, we have to charge you for the damage.对不起，根据酒店规定，我们得向您收取物品受损费用。Would you please pay for it in the lobby on the 2nd floor, sir?请您到二楼大堂付款，好吗？5. Then I have to report this to our manager. Please wait a minute. Ill let you know as soon as possible.我必须向经理反映情况。请稍等，我尽快通知您处理的结果。6. Excuse me, sir/madam. Pets are not allowed in the hotel.对不起，先生/夫人。酒店内禁止养宠物。7. Please be quiet.请勿大声讲话。8. Excuse me, sir. This is a non-smoking floor. Please dont smoke here.对不起，先生这是非吸烟层，请别在这里吸烟。DWhat the guest could ask or say 客人可能问到或提到的事：1. Is there a health club in the hotel?酒店有健身房吗？2. Can I have a sauna bath in the hotel?酒店里可以洗桑拿浴吗？3. Where can I buy newspapers and magazines?哪儿能买到报刊杂志？4. Im just about to go down for my lunch.我马上去吃午餐。5. Can I drink the tap water?水龙头的水我可以直接饮用吗？6. Have this suit pressed. I want this for dinner tonight.把这件西服熨烫一下，我今天晚餐会上要穿。7. Id like to have this garment dry-cleaned.这件衣服要干洗。8. What about tidying up a bit in the bathroom first?先稍微整理一下浴室怎么样？9. I want to get washed up.我想洗个澡。10. Can you rush the order? Im very hungry. 你能快点为我下单吗？我肚子很饿了。11. By the way, what shall we do with the plates when we finish eating?顺便问一下，我们用餐后，这些盘子如何处理呢？12. We are long-staying guests, as you know.你也知道，我们是长住客。13. Ive got a headache/an upset stomach. Is there a place that sells medicine?我有点头疼/胃不舒服，酒店里有卖药的地方吗/14. Is there anywhere we can buy some souvenirs?哪儿能买到纪念品呢？15. Can you get in touch with one of them for me?你能为我联系他们当中的一个吗？16. Im locked out. I cant find the key anywhere. I might have left it in my room.我被锁在门外了。我找不到钥匙，可能留在房间里了。17. My baggage is gone.我的行李不见了。18. The toilet doesnt work.马桶有故障。19. The water closet (toilet) is stopped up. When I flushed it, it overflowed.马桶堵塞了，我冲水时，水溢出来了。20. The drain is clogged.排水口堵塞了。21. Something is wrong with the shower.淋浴设备有故障。22. The fuse has blown in the bathroom.浴室里的保险丝烧了。23. The TV picture is wobbly.电视机的图像不稳定。24. The curtains in my room will not close.我的房间的窗帘合不上了。25. I went out this morning and the children played hide-and-seek in the room. They broke the lamp and the curtains fell to the ground.今天上午我出去了，孩子们在屋里捉迷藏。他们把灯撞烂了，窗帘也掉下来了。.SITUATIONAL DIALOGUES 情景对话A. Receiving new guests 接待客人:1. FA: Good morning, sir. May I show you to your room, please?早上好，先生。我带您到房间，好吗？ G: Yes, please. Here is our room key. 好的。这是我们的房间钥匙。 FA：This way, please. Let me help you with that. (After a while) Here we are. After you, sir. 这边请。让我来帮您。（过了一会）我们到了，您先请，先生。 G: Thank you. When will my baggage arrive? 谢谢，我的行李什么时候到？ FA: The bellboy will bring it up soon. Now, this is the main switch. Ive turned on the light. I hope you like the room. You can get a good view of the Pearl River from the window. Its a beautiful sight at night. 行李员会很快送上来的。这儿是总开关。灯已经开了，希望您喜欢这个房间。从这个窗子可以看到珠江，珠江夜景非常漂亮。 G: Yes, its a nice room. 是的，这个房间不错。 FA: You must be tired after your long journey. Why not take a bath and have a good sleep? 长途旅行后您一定累了，为什么不洗个澡，好好睡一会呢？ G: Thats a good idea. But Im very thirsty now. Can I get something to drink? 好主意，但是我现在很渴，能给我来点喝的吗？ FA: Yes, there are some drinks in the mini-bar. Shall I get you a coke? 可以，在这个小酒吧里有一些饮品，要可乐好吗？ G: No, I dont like soft drinks. 不，我不喜欢软饮料。 FA: Then how about some tea? 那么茶怎么样？ G: Yes, thank you. 好的，谢谢你。 FA: Glad to be of service, sir. If youd like to have something to eat or to drink, just dial “2” to contact Room Service. Our hotel has very good room service. My name is If theres anything I can do for you, just let me know. 不用客气。如果您想要什么吃的或饮品，只需拨“2”与送餐服务联系就可以了。我们酒店有很好的送餐服务。我的名字是，有什么需要，您尽管与我联系。 (Bellboy comes and knocks at the door) （行李员来敲门） B: May I come in? Your baggage is here. 我可以进来吗？您的行李到了。 G: Oh, good. Come in, please. 好的，请进。 B: Four pieces altogether. Is that correct, sir? 总共4件，对吗，先生？ G: Yes, please put them over there. Thank you very much. 对，请把它们放在那边。非常感谢。 B: Youre welcome. Hope you enjoy your stay with us. 乐意为您效劳。希望您在这里过得愉快。 2. FA: Good morning, sir. May I help you? 早上好，先生。需要帮忙吗？G: Well, Ive been here for half an hour, but my luggage still hasnt arrived. 是的，我已经到了半个小时了，但我的行李还没有送到。FA: May I have your name, please?能告诉我您的名字吗?G: Smith. John Smith.史密斯，约翰史密斯FA: Your initials, please?您的姓名首字母是什么？G: J.B. J.B.FA: May I have your room number, please?您的房间号码是多少？G: 904.904.FA: Im awfully sorry for the inconvenience, Mr. Smith. Ill look into the matter right away, and check with the Bell Captain to make sure they bring up your luggage as soon as possible. My name is If there is anything else Icon do for you, just let me know. Have a good day, Mr. Smith.给您带来不方便了，我非常抱歉，史密斯先生。我会马上与行李主管联系帮您查一下，确保您的行李尽快送上来。我的名字是如果还有什么需要我做的，尽快告诉我。祝您愉快，史密斯先生。G: Thank you.谢谢你。FA: My pleasure. 应该的。 BSpecial Services 特别服务：1. FA: Good evening. What can I do for you, sir? 晚上好。我能为您做点什么吗？G: Id like to have a light meal in my room. Could you get me a hamburger, a salad, a chocolate ice-cream, and some water-melon, please? And bring me something to drink. Im thirsty. 我想在房间里来点小吃，能给我一个汉堡包、一份沙律、一个巧克力雪糕和一点西瓜吗？还要些饮料，我感觉渴了。FA: Our hotel has very good Room Service, sir. Ill contact them for you, or you may dial “2” to contact them yourself and place your order. Drinks are also provided in the mini-bar in your room. 我们酒店有很好的送餐服务，先生。我可以帮您联系，或者您可以自己拨打“2”和他们联系订餐。房间里的迷你酒吧内也有饮料供应的。G: Oh, I see. Ill call Room Service then.哦，我明白。我这就打电话给送餐部。FA: Thank you for calling, sir. Please fell free to contact us anytime.谢谢您的来电，先生。任何时候有需要请与我们联系。2. RA: Good morning, sir. Do you have laundry today? 早上好，先生。您今天有洗衣吗？G: Yes, I have. 有的。RA: Please put your things in the laundry bag. Would you please fill in the laundry list first? 请把您的洗衣放在洗衣袋里。请您先填洗衣单，好吗？G: Where is it? 在哪？RA: Its in the closet. 在壁橱里。G: Here you are. 给你。RA: One shirt, one coat, a pair of socks and a pair of trousers four pieces altogether? 一件衬衫、一件上衣、一双袜子和一条裤子，总共4件？G: Yes. 对。RA: Have you marked down on the list how you want them cleaned? 您在洗衣单注明要哪一种洗涤方式了吗？G: Yes. 注明了。RA: May I know when you want them back? 能告诉我您希望什么时间取回衣服吗？G: This evening, if possible. 今天晚上，如果可以的话。RA: Im afraid the regular collection time is past, so if you want them back today, youll have to order express service. They will be back within four hours. 恐怕规定的收衣时间已过了，如果您希望今天洗好，可选择快洗服务，4个小时内可送回来。G: I see. How much is the charge? 明白了。收多少钱？RA: There is a 50% additional charge. 加收50%。G: All right. Ill take the express service. Thank you for your help. 好的。那就要快洗服务吧。谢谢你的帮助。RA: My pleasure.不用谢。3. FA: Good morning. Housekeeping. My I help you?早上好，房间服务。我能帮您什么吗？G: Id like to know about your laundry service hours. 我想知道洗衣的时间。FA: If your laundry is received before 10:00 a.m., it will be returned in the evening of the same day. If it is received after collection time, it will be returned in the evening of the next day. We also have express service. The charge is 50% additional but it only takes four hours. You will see the rates on the laundry list. Its on top of the safety deposit box in the closet. 如果您的衣服上午10点前送洗，当天晚上可以取回来。如果过了规定时间送洗，第二天晚上送回来。我们也有快洗服务，加收50%，只需4小时就可以送回来了。您可以看一下洗衣单上的价格，它在壁橱里的保险柜上面。G: I see. Well, could you please send someone too Room 604 to pick up some laundry for me? 我知道了。能叫人到604房来帮我收一下洗衣吗？FA: Certainly madam. But Im afraid the regular collection time is past. If you are in a hurry, you may order express service. 当然可以，夫人，但恐怕今天的正常收取洗衣的时间已经过了。如果您赶时间的话，您可以要求快洗服务。G: Well, it isnt urgent. I dont need it express. 没问题，不急的，我不需要快洗服务了。FA: Yes, madam.The room attendant will be there in a few minutes. 好的，夫人。服务员几分钟内就会过来。G: Thank you. 谢谢你。FA