2011年最全面的酒店英语培训资料大全.doc

进来！完美金典2011年最全面酒店英语培训资料大全餐饮,中西餐、酒水、前台接待、礼宾前台接待英语Front_Desk_EnglishPart IConversational English for ReceptionistsvSituational DialoguesMaking Rooms Reservations2Checking In4Changing Rooms6Answering Inquiries7Helping to Look for Someone7Helping to Looking for Baggage8Receiving Visitors8Giving Other Services9vCommonly Used Expressions10Part IIConversational English for CashiersvSituational DialoguesExchanging Money11Setting a Bill by Cash12Setting a Bill by Credit Card12Setting a Bill by Travelers Cheques13Separating Bills13Checking the Items14vCommonly Used Expressions14Part IConversational English for ReceptionistsSituational DialoguesMaking Rooms ReservationsDialogue One: Walk In GuestReceptionist: Good morning, Madam. May I help you?Guest: Good morning. Id like to reserve some rooms for a (tourist) party.Receptionist: Certainly. We have various types of room. We have king-size bed single rooms, double rooms and suites, etc. Which kind of room would you like to reserve? Here is the tariff to ourhotel.Guest: Thats great. Id like to book three Premier single Rooms, five double rooms and two Grand Premier Suites.Receptionist: Yes, madam. For which dates would you like to book the rooms please?Guest: From tomorrow till 28th. Thats five days in all.Receptionist: I see. Now please fill out the form .Guest: Here you are. Is everything done?Receptionist: Yes, Ms. XX, a deposit of US$1,000 is required to confirm this booking.Guest: No problem. Here you are.Receptionist: Thank you. Please keep this receipt for check in tomorrow morning.Guest: Thank you. By the way, is there any preferential rate for the party?Receptionist: Yes, there is a 10 percent discount.Guest: Thats wonderful. Thank you very much.Receptionist: Youre welcome. I hope all of you will have a nice stay here.Dialogue Two(Regular Guest- incoming call)Receptionist: Good afternoon, Reception. May I help you?Guest: Good afternoon. Id like to make a reservation at your hotel.Receptionist: Certainly. May I have your name, please?Guest: Yes, it is Blake, John Blake.Receptionist: Thank you. Mr. Blake, glad to hear from you again! When would you like to reserve the room for and how many nights will you stay?Guest: From May 10 to 16, seven nights.Receptionist: How many guests will there be?Guest: Well be four altogether.Receptionist: All right. What kinds of rooms would you like?Guest: Two single rooms and one double room.Receptionist: Mr. Blake, would you prefer the rooms facing the golf course as usual?Guest: I think I prefer the rooms facing the golf course.Receptionist: No problem. By the way, what time will you arrive?Guest: About 4 (oclock) pm.Receptionist: Very good. See you on May 10.Guest: See you then.Dialogue ThreeReceptionist: Good evening, sir. May I help you?Guest: Id like a single room for two nights.Receptionist: Have you made any reservation with us?Guest: Im sorry I havent.Receptionist: Im sorry to tell you that all the rooms are fully booked. There are no vacant rooms. It is the busy season for golfing.Guest: Can you recommend another hotel for me?Receptionist: Let me phone Hotel Palais Royale(名冠金凯悦) You are lucky, sir. The hotel is not full.Guest: Could you tell me how to get there?Receptionist: It would be more convenient to take a taxi to get there.Guest: How long does it take?Reception: Its just about 15 minutes drive.Guest: Yes, I need a taxi. Thank you. Receptionist: Youre welcome. Just a moment please, Ill get our bellboy here to help you right away.Dialogue FourReceptionist: Good morning, sir. What can I do for you?Guest: May I ask you some questions?Receptionist: Yes, please. How can I help you? Guest: Ive booked a single room for five nights, but I want to extend my reservation for two nights longer. In addition, Id like to move to a Premier Suite.Receptionist: May I have your name, please?Guest: My names Johnson.Receptionist: Let me check the registry. Oh, yes, Mr. Johnson, no problem, Ill change it for you right away.Guest: When shall I go through the procedures?Receptionist: You may do it now.Guest: Im sorry to trouble you.Receptionist: No trouble at all, Heres your new room card Rm 5068, and please sign here.Checking InDialogue OneReceptionist: Good evening! Welcome to Mission Hills. What can I do for you, sir?Guest: Yes, I have a reservation with you.Receptionist: May I have your name, please?Guest: Im called Tom Addison.Receptionist: Yes, Mr. Addison. Youve made a reservation. May I have a look at your passport, please?Guest: Here you are.Receptionist: Would you please fill out the registration form?Guest: Here it is. Is it all right?Receptionist: Yes, thanks. How would you like to settle your bill, by cash or credit card?Guest: Could I pay with travelers cheques?Receptionist: Sure. Here is the key to Room 3008 and the key card, please sign on it. The bellboy will show you the way.Guest: Thanks. By the way, whats the rate for a night?Receptionist: The rate is _ yuan for a night.Guest: Thats not too expensive. Good-bye.Receptionist: Good-bye.Dialogue TwoReceptionist: Good morning! May I help you?Guest: Good morning! Id like a single room for three nights.Receptionist: What kind of room would you like, sir?Guest: Please tell me more about it.Receptionist: Certainly, sir. We have Deluxe Rooms, Premium Rooms, Club Suites and Mission Hills Suites and Imperial Suite.Guest: I see. Im interested in the Deluxe Single Room.Receptionist: Certainly, please fill in the registry.Guest: Here you are.Receptionist: Mr. XX, how would you like to settle your bill?Guest: I think by credit card. What is the rate for a night?Receptionist: The rate is _RMB. May I have your credit card please? Here is the key, Mr. XX. Your room No. is 5023, please sign on the card. The bellboy will show you up.Guest: Thank you for your help.Receptionist: My pleasure. Hope youll enjoy your stay.Dialogue ThreeReceptionist: Good afternoon, sir. Welcome to Mission Hills. May I help you?Guest: Id like to check in, please.Receptionist: Do you have a reservation with us?Guest: Yes, Ive made it from tonight.Receptionist: My I have your name, please?Guest: Yes, its Peter Williamson.Receptionist: How do you spell your family name?Guest: W-I-double L-I-A-M-S-O-N.Receptionist: Please wait a moment Mr. Williamson. Ill check the record Yes, youve booked a double room for four nights. Would you fill in the registration form, please?Guest: Sure. Here you are.Receptionist: How would you like to settle the bill?Guest: My company will pay the bill.Receptionist: I see. May I have your credit card for the deposit? Guest: Yes, here you are.Receptionist: Thank you. Here is the key card, and please sign on it. Your room is 5026 on the 5th floor. Our bellboy will show you to your room. Have a nice stay.Guest: Thank you so much!Receptionist: Youre welcome!Changing RoomsDialogue OneGuest: Excuse me, may I change my room, please?Receptionist: May I know the reason please?Guest: One of my friends is coming to stay with for a couple of days. So Id like to change my single room to a suite.Receptionist: Please wait a moment. Ill check the registration record Im very sorry, sir. There is no suite available now. Would you mind having a double room instead?Guest: I dont mind as long as my friend can share with me.Receptionist: Yes, just a moment please. Ill change for you right away.Guest: Thanks a lot.Dialogue TwoReceptionist: Good evening, Madam. May I help you?Guest: Yes, Id like to have a bigger room. You know, you didnt have bigger ones when I checked in because Shenzhen High Tech Fair was being held. So Ive been staying in a small one.Receptionist: I see. The Fair was over yesterday. Now we do have vacant bigger rooms. May I know your name please? Guest: My name is Cathy Chan and Im staying in Room 2257.Receptionist: When would you like to change your room, Ms. Chan?Guest: This afternoon. Whats the rate for a bigger room?Receptionist: _ per night. By the way, would you prefer a room facing the golf course or a room facing the parking lot?Guest: Id prefer a room facing the golf course.Receptionist: Thank you. Your new room No. is 3136. By the way, the checkout time is 12:00 noon. Would you mind moving to Rm 3136 before 12:00? Guest: No problem.Receptionist: Please dial 3 before you move, our bellboy will be glad to help. Guest: Thank you very much.Answering InquiriesDialogue One (Try to recommend the Cantonese restaurant in our club) Guest: Excuse me, but may I ask you something?Receptionist: Yes, of course. Go ahead please, sir.Guest: Im going to invite a friend to have a dinner with me. Im interested in Guangdong cuisine. Could you recommend a proper restaurant in Guanlan?Receptionist: I like Guangdong cuisine very much too. I often go to some Cantonese restaurants. You may go and try this one Let me write down the name for you Here you are.Guest: Thank you. How far is it?Receptionist: Its about 5 minutes drive. Youd better take a taxi to get there.Guest: All right. Ill take a taxi. And how much shall I pay for it ? Receptionist: About _ yuan will do. Enjoy yourselves there!Guest: Thank you so much!Dialogue TwoGuest: Excuse me. Can you do me a favor?Receptionist: Certainly. What can I do for you?Guest: I have a free day. Id like to go sightseeing. Could you name a few places worth visiting?Receptionist: Its a pleasure to do so. There are many tourist attractions in S.Z, such as: Splendid China,Folk Culture Village, Safari Park, Xianhu Botanical Garden and so on.Guest: Thank you very much!Helping to Look for SomeoneDialogue One (Incoming Call)Guest: Hello! Is this Mission Hills Hotel?Receptionist: Yes, it is. What can I do for you, sir?Guest: I want to look for a man called Berger Ham.Receptionist: May I know his room No.?Guest: Im sorry, I dont know. I only know that he is on business with a trade group.Receptionist: Which country is the trade group from?Guest: Its from the United States.Receptionist: May I have your name please?Guest: John Smith.Receptionist: Hold the line please, Mr. Smith. Ill check it for you Oh, Yes. They arrived the day before yesterday. Just a moment please, Ill connect you to the room.Guest: Thank you very much.Receptionist: Youre welcome.(To Guest room) Good morning, Mr. Berger Ham. This is hotel Reception, heres a call from John Smith. May I connect you?Dialogue TwoReceptionist: Good evening, miss. May I help you?Guest: I m here to see a friend called Mr. Bacon. Could you find him for me, please?Receptionist: Mr. Bacon? Please wait a moment. Let me check the registry Thank you for waiting. There are several Bacons who have registered at our hotel. May I know his first name?Guest: David, he came from Australia two days ago. He is in his fifties. It was your hotel that I recommended to him.Receptionist: David, two days ago, from Australia. Oh, yes, Mr. David Bacon is staying in our hotel. Guest: Would you please call him? My name is Catherine.Receptionist: Yes, just a moment please Im sorry, Ms. Catherine, theres no answer.Guest: I wonder where he could be? May I leave a message for him?Receptionist: No problem.Guest: Here is my note. Thank you.Receptionist: Youre welcome, Ms. Catherine. Well pass the message to Mr. David Bacon as soon as possible. Good night.Helping to Looking for BaggageDialogue OneGuest: Excuse me. Can you do me a favor?Clerk: Yes, of course. What can I do for you, sir?Guest: Ive lost a handbag.Clerk: Do you remember when you last saw it?Guest: Let me think it over. Oh, I remember it now. I bought a pair of sports shoes and then took a taxi back to hotel. Right, it must be still in the taxi.Clerk: Do you remember the taxi number?Guest: No, I dont. I only noticed it was Toyata car.Clerk: Can you tell me whats in the handbag?Guest: Yes, there is a passport, about 2,000U.S. D, 1,000 Hong Kong dollar and some RMB pocket money.Clerk: All right. Well try our best to help you. Once weve got news, well inform you as soon as possible. Could you tell us your name and room number?Guest: Yes, Mary. Room 3311. Sorry to put you to trouble.Clerk: Its not trouble. Were always glad to help.Giving Other ServicesDialogue One(工程部可提供客人行李箱的紧急维修，如：箱子打不开，须撬开；箱子锁不上，须捆梆；拉链脱口须重合上，但不提供拉链的更换。)Guest: Excuse me. There is something wrong with the zipper of my bag. Can you repair it?Receptionist: Yes, just a moment please, well contact Engineering for you right away. Guest: OK. Im leaving to catch the plane. Please do it right away.Receptionist: Yes. Theyre comingGuest: Many thanks for your help.Receptionist: Youre welcome!Commonly Used Expressions1.All stationery is in the folder on the desk.2.A single room or a double room?3.Breakfast is also included. Here is the coupon.4.Could you spell that, please?5.Would you please put your name in capitals?6.May I have your passport, please?7.May I suggest you have a double room?8.Could you give us your address, please?9.May I have your address, please?10.Could you please put your nationality here, sir?11.Could you sign your name, please?12.Do you have a reservation?13.Do you have any charges this morning?14.Enjoy your stay with us. / Hope your stay will be a pleasant one.15.From which country, please?16.For which date, please?17.For how many nights?18.May I repeat your message?19.Im afraid he has cancelled his reservation.20.Im afraid he is out for the day. Could you call back later, please?21.Im afraid, he isnt staying in our hotel.22.Im afraid your room is not ready yet. Would you mind waiting for a moment, please? We are sorry for the inconvenience.23.Im sorry but we are fully booked on.24.Im sorry, he left for Hong Kong early this morning.25.Im sorry, he left yesterday. / Im afraid he has already checked out.26.Im sorry, he is out. He wont be back until six.27.Is it possible for you to change the date of your reservation?28.Sorry to keep you waiting, sir./ Thank you for waiting, sir.29.The rate includes three full meals.30.Please take a seat there.31.The Deluxe Rooms are not available. Would you mind a Premium Room instead?32.We are looking forward to seeing you soon.33.Whats your flight number, please, in case the plane is late?34.Whats your occupation, please?35.Would you please sign here?36.Yes, we accept American Express.Part II.Conversational English for CashiersSituational DialoguesExchanging MoneyDialogue OneCashier: Good afternoon, sir. What can I do for you?Guest: Yes, Can I change U.S. dollars into RMB here, please?Cashier: Yes, of course. Would you mind filling out this form?Guest: OK Here it is.Cashier: Thank you, sir. You want to change US$400 into RMB. Am I right?Guest: Yes, you are right.Cashier: Please wait a minute. Ill work it out for you Thank you for waiting. It comes to RMB_ yuan at todays exchange rate.Guest: I see. Here are the U.S. dollars.Cashier: Here is _ RMB. Please Check it.Guest: Let me see. Yes. Thank you very much.Cashier: Youre welcome, sir. Have a nice day.Dialogue TwoCashier: Good morning, madam. May I help you?Guest: Yes. Can you change this travelers cheque into RMB for me?Cashier: Of course, madam. Is your travelers cheque in English pounds or in U.S. dollars?Guest: Its in English pounds.Cashier: Yes, the exchange rate today is 1 :_ RMB. How much would you like to change?Guest: Id like to change 300, please.Cashier: May I know your name, room number and passport as well, madam?Guest: Here is my passport. Im Ruth Sheridan in Room 3078.Cashier: Fine. The exchange is _RMB. Mrs. Sheridan, would you please sign here?Guest: Okay. Is it all right?Cashier: Yes, Mrs. Sheridan. Here is _ RMB and your passport.Guest: Thanks a lot. Setting a Bill by CashCashier: Good afternoon, madam. What can I do for you?Guest: Good afternoon. Im leaving the hotel in two hours time. May I settle the bill now?Cashier: Sure, madam. May I have your name and room number, please?Guest: Catherine Bush, Room 1068.Cashier: Please wait a minute, Ill work out your bill Thank you for waiting, Ms. Catherine. It comes to 6,800 RMB. Please check it.Guest: That much! Well, it seems to be correct.Cashier: Ms. Catherine, how would you like to settle you bill? Still by cash? Guest: Yes, by cash, here is the receipt of my advance deposit.Cashier: Would please sign here?Your advance deposit is 5,000 yuan. So the balance is 200 yuan. H