前厅英语培训2 reception.doc

Front office english training (season-2 reception) Front desk english 前 台 英 语 Check-out离店退房G: guest（客人） R: receptionist（前台接待员）R: Good morning/afternoon/evening sir/madam, How may I assist you? 早上/下午/晚上好，先生/女士，请问有什么可以帮到您？G: Good morning/afternoon/evening. I want to check-out. 早上/下午/晚上好，我想要退房。R: may I have you room number? 请问您的房间号码是多少？G: 608. Check the computer with guest room number and name 根据电脑登记核实客人房号和姓名 R: The room 608 Mr, PETER LEE, right?. 608房间，李彼得先生是吗？。G: Right 是的。Call to the housekeeping inform which room is check-out.电话通知客房部XXX房间退房R: Mr, lee ,please return the room key to us. (if guest havent return the room key) 李先生请还一下您的房卡。（如果客人没有主动将房卡还回）G: Oh, sorry, I forget it. Here you are. 哦，抱歉我忘了,给你。R:Thank you Mr., lee. (take back the room key with two hands.) Did you used the mini-bar? 谢谢您李先生。（双手接过客人还回的房卡）请问您用过房间小酒吧的物品吗？G:No, nothing 没有，什么都没有用过。 When we waitting the room check we can talk with guest about: 当我们等待查房的时候可以和客人进行如下谈话。 Is this you first-time come to tianjin? 这是您第一次来天津吗？ How about your felling about your staying in our hotel? 请问您住在我们酒店感觉怎么样？ After housekeeping call back inform us outcomes about room check 客房部将查房结果报回后。R:Mr, Lee did you used 2 cokes in your room? 李先生请问您是否用过房间的两听可乐？G: Oh, yes. 哦，是的。R: （Put the coke charge to the guest account,then print out the bill.）) (将可乐的费用挂入电脑然后将账单打印出来) MR, Lee, this is your bill, Please check it and sign here. 李先生这是您的账单，请您核对一下，如果没有问题请您签一下字。G: Ok. 好的 After guest sign on the bill 客人在账单上签字后R: Mr. lee , How would you like to pay ? Still by credit card or In cash? 李先生请问您怎样付款？仍然用信用卡还是改用现金？G: Still by credit card. 还是用信用卡。R: May I use you credit card again? 可以再用一下您的信用卡吗？G: Ok, here you are. 好的，给你。R: Thank you Mr. Lee. (Get the credit card from guest with two hands) 谢谢您李先生。（双手从客人手中接过信用卡） After print credit card voucher 打印信用卡签购单后R: Mr. Lee, this is your direct purchase. please sign your name. 李先生这是您的信用卡签购单，请您签下字。G: OK。. 好的After guest sign.客人签字后。R: Mr. lee, this is you direct purchase and credit card. Have a good trip 李先生这是您的信用卡签购单和信用卡，祝您旅途愉快。G: thank you. 谢谢Words: Authorization 授权 charge 费用 arrival date 抵店日期 departure date 离店日期 luggage 行李 total amount 总费用company 公司 single room 单人房 double room 双人房 bath room 浴室 shower 淋浴 suite （一套）房间 deluxe 豪华的 available 可用的，合用的 address 地址 phone number 电话号码 guarantee 保证，担保 occupancy 占用 discount 折扣 vacancy 空，空房间 include 包括，包含 provide with 提供 mini-bar 小冰柜 price 价格，价钱 service 服务，服侍 of course 当然 look forward to 期待，希望 trip 旅行，旅程 rate 价格 baggage 行李 list 名单，一览表 fill out 填写 prepare 准备，预备 elevator 美电梯 directly 直接地 stamp 邮票 envelope 信封，封套 air ticket 机票 flight 班机 airport 机场 cancel 取消 note 纸币 safety box 保险柜 Confirm : 确认 Room change : 房价 Promotion: 促销 优惠Service change: 服务费 Discount : 折扣 Ful