酒店前台部英语培训.doc

前台部英语培训 （一） 自我介绍 / Self introduction 姓名/Name 年龄/Age 性别/Gender 身高/Stature 名族/Nation 语言/Language 婚姻/Marriage 兴趣爱好/Hobby 特长/Ones Strong Suit 教育/Education 工作经验/Work Experience 工作成绩/Work Achievement 职位/Position 工作年限/Work Duration 面试/Interview（二）酒店设施设备 客房/Guest Room: 普通房/Standard Room 豪华房/Deluxe Room 套房/Suite Room 行政套房/Executive suite 总统套房/Presidential Suite 公寓/Apartment Room 复式套房/Compound Room 单人房/Single Room 双人房/Twin Room 三人房/Triple Room 餐饮/Food & Beverage:中餐厅/Chinese Restaurant (The Garden Restaurant) 会议室/Conference Room 宴会室/Banquet Room 西餐厅/Western Restaurant (The Mien Caf) 酒吧/Bar (The Long Bar) 康体娱乐设施/Heath & Entertainment Facilities:羽毛球/Badminton Court 篮球馆/Basketball Court 网球馆/Tennis Court 沐足馆/Massage Room 麻将室/Mah-jiong Room 桌球/Snooker 泳池/Swimming pool (Out Door)（三）对话练习Dialogue AG: This is John speaking from room 6311, I want somebody to help me take my luggage.S: Certainly! Mr.John! Can I ask how many pieces of luggage do you have?G: Five.S: OK, The bellboy will come to take them right now!G: By the way! Can you prepare my bill now? Im in hurry to catch the flight/ go to the airport.S: No problem!Dialogue BG: Can you wake up me tomorrow?S: Yes sir! May I know your room number?G: 6311.S: May I know what time would you like to wake up?G: A quarter to 7 oclock/ six forty five.S: OK. We will call you on time. Good night!G: Thank you! By the way, where is the breakfast?S: Its in the western restaurant. And its from 7-10 oclock.G: Where is it?S: Its on the first floor of 6th block.G: I see. Thank you! Good night!Dialogue CG: Its something wrong with my air-condition in the room./ My toilet is not work.S: Im sorry sir. May I know your room number?G: 6311.S: Dont worry sir! The engineer will come to check & fix it as soon immediately!S: Good evening! Sir.The calling from reception. We are so sorry to inform you that the air-condition could not ready tonight! There was a terrible problem of if, we should contact to professional people to fix it tomorrow. Can we help you to change another room?G: OK! Which room?S: The new room is 6310. Please pack your luggage and waiting in your room. The bellboy will come & help you change the room.G: OK!Dialogue DG: Do you have laundry service?S: Yes! There are laundry list & laundry bags in the room. Please fill in it & pack you clothes. Then just leave its on the bed. The housekeeping will take its in the morning.G: When can I take its back?S: If deliver before 10 oclock in the morning. Its can sent back at 7 oclock in the evening.G: Do you have express service?S: Yes! We have. Express service can take it back after six hours from delivering. But it should be sent before 5 oclock.G: I see. Thank you very much! Your English is very good.S: Thank you! Its my pleasure to help you! We hope you will enjoy you stay with us! Dialogue EG: Do you have room service?S: Yes! There is a menu in the drawer. And the room service phone number was marked on the telephone. Its open until 2 oclock in the early morning.G: Thanks. Can I ask massage service in room?S: Sorry! Sir.We dont have massage service in the room. Youd better to go to the massage centre. Its on the 5th block. Business time is 10 oclock in the morning to 12 oclock at night.G: Thank you! Dialogue FG: I want to play golf tomorrow morning. Can I book your golf car at 7 oclock.S: No problem! How many people are there in your party?G: Only one.S: Ok! The car will waiting for you on time tomorrow morning.G: By the way, can I ask a late check out?S: So when will you check out?G: About three oclock.S: Im sorry sir! We only can approve you free late check out until one oclock. After it you should pay half charge. Dialogue GG: Can get more slippers/ bath robe/ tooth brush? Can you sent me a adapter/ hair dryer/ iron & iron board?S: No problem. May I know your room number?G: 6311.S: OK! The room attendant will bring to you immediately.Dialogue HS: Good afternoon! Reservation! Tracy speaking may I help you?G: I want to book a single room on this Friday.S: Please wait a moment. Let me check our rooms availabilities/ vacancy of that date.Sorry to keep your waiting,madam. Yes, we have the vacancy/ dont have any single rooms available of that date. May I know in whose name would you like to book/ would you mind a twin beds room to instead?G: MICHELLS: How many night would like to stay?G: Three.S: So the price is RMB922net on the weekend & RMB717net on the weekdays.G: OK! I get it.S: May I know you phone number?G: 12345111S: May know when will you upon?G: About nine oclock in the evening.S: OK! Ms.Michell. your room was booked, let me repeat your reservation. Its a single room for Ms.Michell from this Friday to Monday. The price is RMB922net & RMB717met.G: Correct! S: Thanks for your booking. We are looking forward to serving you.Dialogue IG: I have a reservation.S: May I have your name or your passport?G: Here you are.S: Yes,your booking is a single room stay here for three nights.G: Correct!S: Please fill in/ writ down your home address and sign your name here.S: May I ask how would you like to pay/ settle your deposit/ bill? By credit card or in cash?G: By credit card.S: May I have it?S: This is your credit card authorization voucher. Please sign your name here.S: This is your room card.The room number is 6311,on the third floor of 6th block.Please sign your name here to confirm all the details. The breakfast it in the western restaurant. Its from 7-10 oclock. Its included. Just show your welcome card to take it. Out bellboy will show you to your room. We hope you will enjoy your staying with us.Dialogue JG: I want to store/ keep my luggage.S: Is there anything valuable or breakable inside?G: No!S: May ask what time will you take it back?G: About 5 oclock in the afternoon.S: OK! Its totally three pieces. Please sign you name on this luggage tap.G: Here is your tap. Please show it when you take back your luggage.（四）常用句子 Useful Sentences1. Could you speak slowly and loudly?2. Pardon? Im sorry sir. I dont know what do you mean. Please wait a moment/ hold the line. I will bring my manager to you.3. Thank you for your understanding.4. Im afraid its against our policy.5. We have shuttle bus from hotel to golf club/ swimming pool. Its leaving for every one hour.6. Anything else I can do for you? Just let me know.7. Let me help you with your luggage.8. Im always at your service.9. Im afraid the room is not ready yet. The will be delay about half an hour.10. We apologize for the inconvenience. What about having some drink in the western restaurant. And we will take care of you luggage 11. We really apologize for the delay.12. Im sorry, there could be some mistakes.13. N