酒店前台接待英语培训PPT课件

1 FrontOffice 2 欢迎和问候语 Goodmorning afternoon evening sir madam Howdoyoudo Howdoyoudo Glad Nicetomeetyou Howareyou Fine thanks Andyou Welcometoourhotel Wishyouamostpleasantstayinourhotel Ihopeyouwillenjoyyourstaywithus Ihopeyouareenjoyingyourstaywithus Ihopeyouhaveenjoyedyourstaywithus Haveagoodtime 3 电话用语 FrontDesk CanIhelpyou Sorry I vedialedthewrongnumber MayIspeaktoyourGeneralManager Speaking Sorry Heisnotinatthemoment Wouldyouliketoleaveamessage Ibegyourpardon Pardon 4 祝贺语 Congratulations MerryChristmas Haveaniceholiday Wishyoueverysuccess 答谢和应答语 Thankyouforyourhelp advice information It sverykindofyou Youarewelcome Notatall Don tmentionit It smypleasure Withpleasure Mypleasure Iamalwaysatyourservice Thankyouforstayinginourhotel 5 道歉语 Iamsorry Excuseme I msorry It smyfault Sorrytohavekeptyouwaiting Sorrytointerruptyou I msorryaboutthis Iapologizeforthis That sallright Let sforgetit 6 征询语 CanIhelpyou WhatcanIdoforyou IsthereanythingIcandoforyou Justamoment please MayIuseyourphone 指路用语 It soppositeourhotel It sonthesecond third floor Excuseme Whereisthewashroom restroom elevator Thisway please Turnleft right It sinthelobbynearthemainentrance It sattheendofthecorridor 7 提醒用语 Mind Watchyourstep Pleasebecareful Pleasedon tleaveanythingbehind Don tworry Takeiteasy Pleasedon tsmokehere 告别语 Seeyoulater Goodnight Seeyoutomorrow Goodbyeandthankyouforcoming Goodbyeandhopetoseeyouagain Haveanicetrip Haveanicetriphome 8 前台术语 AE AmericanExpress美国运通卡 JCB JapanCreditBureau日本JCB大来卡 DC DinnersCard日本大来卡 MC MasterCard万事达卡 VS VISA VisaInternationalServiceAssociation维萨卡 CCB ChinaConstructionBank中国建设银行 ICBC Industrial CommercialBankOfChina中国工商银行 BOC BankOfChina中国银行 BOC BankOfCommunications交通银行 CITIC ChinaCiticBank中信银行 ABC AgricultureBankOfChina中国农业银行 银行方面 9 酒店部门简写 FO FrontOffice 前厅部HSKP Housekeeping 客房部S M saleandMarketing 销售部SEC Security 保安部F B Food Beverage 餐饮部HR HumanResource 人力资源部FD FinancialDepartment 财务部EDP ElectricDataProcessing 电脑部ENG Engineer 工程部PR PublicRelations 公关部 10 前台常用简写 ID Identification 身份证LateC O CheckOut 延迟退房RC RegistrationCard 入住登记表SDB SafeDepositBox 前台保险箱F Female 女性M Male 男性CHRG Charge 收费InstantC I CheckIn 快速 登记入住InstantC O CheckOut 快速 退房IDD InternationalDirectDial 国际长途电话DDD DomesticDirectDial 国内长途电话MOD MangerOnDuty 值班经理N A NoAnswer 无应答TBA ToBeAdvised 等待通知 11 VIP VeryImportantPerson 重要客人CIP CompanyImportantPerson 公司重要客人P F PayFor 为 付费P B PayBy 由 付费RSVN Reservation 预定AR AccountReceivable 应收帐CONF Confidential 保密GSTS GuestSatisfactionTrackingSystem 客人满意CXL Cancellation 预订取消N S NoShow 预订未到CO Company 公司T A TravelAgent 旅行社GRP Group 团队PA PublicArea 公共区域GTD Guaranteed 担保W I WalkIn 无预定散客 12 FIT FrequentlyIndividualTraveler 散客T C Traveler sCheque Check 旅行支票W C WakeUpCall M C MorningCall 叫醒服务PKG package 包价N B NoBaggage 无行李S O SleepOut 外睡L B LittleBaggage 少量行李HSE HouseUsed 酒店自用房DU DayUsed 小时房CNF Confirmation 确认 13 COMP Complementary 免费ARR AverageRoomRate 平均房价PMS酒店电脑系统PSB PublicSecurityBureau 公安局系统VC VacantClear 干净空房VD vacantDirty 脏房空房OC OccupiedClear 占用干净房OD Occupied 占用脏房VO VacantOccupied 电脑显示空房 实际房间由人住OV OccupiedVacant 电脑显示住人房 实际为空房OOS OutOfService 维修房 房间改造 大修 OOO OutOfOrder 维护房 小部分维修 14 前台常用术语 DueOut预退Refund退还PaidOut退客现金Occupied入住 被占用LateCheckOut延迟退房LateCharge延迟结帐HousePhone酒店内部电话In HouseGuest在住客Overbooking超预定Block预留ExtraBed加床KingSize大床DND DoNotDisturb 请勿打扰Over Stay超过原定离店日期但未离店的客人FullHouse满房RateCode房价码MarketCode市场码PostingCode入帐码 15 前厅分部 FrontofficeManager前厅部经理AM AssistantManager 大堂副理Doorman门厅应接员Receptionist接待员Reservationist订房员Bellman行李员FrontOfficeCashier结帐员FrontOfficeInformationClerk前厅问讯员BC BusinessCenter 商务中心GSC GuestServiceCenter 总机 16 FeaturesDoubleroom大床房Singleroom单人间Twinroom双人房Suite套间deluxesuite豪华套房presidentialsuiteSM Smoking吸烟房 NS Non smoking无烟房 HC HandicappedRoom残疾人房 CR ConnectingRoom连通房 NC Non connectingRoom不连通房 IF InwardFacing内景房 OF OutwardFacing外景房 RV RiverView河景房 CV CityView可以看到城市 NV NorthView房间朝北 SV SouthView房间朝南 17 NE NearElevator离电梯较近 FE FarawayfromElevator离电梯较远 NS NearStair离楼道较近 BW BigwashingRoom洗手间较大 FE farawayfromElevator离电梯较远 BW BigwashingRoom洗手间较大 SS SmallsizeSuites小面积普通套房 BS BigsizeSuites大面积普通套房 SB SmallsizeBusinessSuites小面积商务套房 BB BigsizeBusinessSuites大面积商务套房 18 ServicecodeRG Regularguest回头客 FV Firstvisitor第一次入住的客人 AS Airportsendoff送机 II Instantcheckin快速登记 BS Babysitting保姆服务 EA Earlyarrival早到房 PA Pre arrival通知提前到店 BL Bedextralength加长 宽床 HM Hardmattress硬床垫 BD Bedboard床板 SP Specialpillow特殊枕头 DR Driverroom司机房间 LD Largedesk长写字台 WH Wheelchairrequested需要轮椅 19 LS Longstaying长住客 WI Walkin上门客 PU Airportpickup接机 IO Instantcheckout快速退房 BC Babycot婴儿床 LA Latearrival晚到 PR Pre registered通知提前登记 XB Extrabed加床 SM Softmattress软床垫 BT Bartelephone关闭长途电话 XP Extrapillow加枕头 GR Guideroom领队房间 LC Latecheckout延迟退房 ND Nodeposit免押金 AB Including1breakfast含一份早餐 20 RoomReservations 一 预订电话Roomreservations MayIhelpyou Internationalhotel ReservationDesk canIhelpyou Iamcallingfrom I dliketoreservearoominyourhotel Ineedtomakeareservationforthisweekend Ineedtoseeifyouhavearoomavailableforthe9th I dliketoreservetworoomsformyfriends Doyouhavearoom 21 二 对房间的要求Whatkindofroomwouldyoulike sir madam I dliketobook Iwantaroomonahigherfloor Doyouhaveabetterroom Ishotwateravailableanytime Theroomisverysunnyandcomfortable 三 日期及人数Whichdatewouldthatbe Fromwhichdateandforhowmanynights Yourarrivalanddeparturedates 22 JanuaryFebruaryMarchAprilMayJuneJulyAugustSeptemberOctoberNovemberDecember MondayTuesdayWednesdayThursdayFridaySaturdaySunday firstsecondthirdfourthfifthsixthseventheighthninthtentheleventhtwelfththirteenthfourteenthfifteenthsixteenthseventeentheighteenthnineteenthtwentiethtwenty firstthirtieththirty first 23 四 确定预订Canyougivemeyourname please MayIhaveyourphonenumber Mr Madam AdoubleroomfromMay1sttoMay5th AmIcorrect I dliketoconfirmmyreservation I vereservedasingleroomforthreenightsfromthe2ndofJulytothe4th Inwhosenamewasthereservationmade Wehaveyourreservationhere We llbeexpectingyouonthe2ndofJuly You llbeexpectedtobehere 24 五 取消或更改预订I dliketocancelmyreservationandmakeanewreservation ImadeareservationforAugustthesixth butisitpossibletochangeittotheninth We llextendthereservationforyou I dliketoextenditfortwonights Somethingunexpectedhappened soIhavetopostponemydeparture Well miss I llcancelitthen 六 客房已满I msorry butwearefullybookedonthatdate Allofourroomsarefullyoccupied We reverysorry sir Wehopeyoucouldunderstandus 25 Practise Role playClient YournameisBill You dliketobookaroominyourhotel Hotelemployee Youanswerthephoneandacceptthebooking 26 AFace to FaceReservation当面预订CanIhelpyou sir I dliketobookasingleroomwithshower forsb Howlongwillyoubestaying Wecanonlyconfirmaroomfromthe20thtothe27th I mafraidwewon tbeabletoguaranteeyouaroomafterthe27th Weusuallyhavehighoccupanciesinthepeakseasons AGroupReservation团体预订I dliketobook10doubleroomswithtwinbedsforfivedays Forwhichdates ForMay23rdto27th Isthereaspecialrateforagroupreservation Yes thereisa10percentdiscount 27 AttheReceptionDesk 1 GreetingtheguestsGoodmorning sir Welcometoourhotel TheReceptionDeskisstraightahead Afteryou please 2 CheckinGoodevening WhatcanIdoforyou sir Goodafternoon madamandsir Didyouhaveanicetrip Ireservedadoubleroomthreeweeksago I m Justamoment please I llcheckthearrivallist CouldIseeyourpassports please Thankyou Andwouldyoumindfillingintheregistrationform Howareyougoingtopay incashorbycreditcard Here stheroomcardtoroom908 Pleasekeepit 28 Haveaniceevening sir Enjoyyourstay Verygladtohaveyouhere Wishyouamostpleasantstayinourhotel Ihopeyouwillenjoyyourstaywithus 3 AskthepriceWhataretheratesfortheroom Dowepaythefullpriceforchildren What stherateforanight Therateincludesbreakfast 4 UptotheroomIamthebellman I llgetthebaggageuptoyou I lltakecareofyourbaggage sir I lldothatforyou 29 Howmanypiecesofbaggagedoyouhave Letmehavesomeonehelpyouwithyourluggage Aretheseallofyourbags ShallIshowyoutoyourroom Pleasetakethiselevatorforyourroom Thisdoesn tstopatthesecondfloor Theelevatordoesnotgouptotheguestrooms It smypleasure I matyourservice It sourpleasuretoserveourguestswell 我们乐意为顾客服务Weserveforguestsheartandsoul 全心全意为顾客服务 30 Practise Role playClient 1 You dlikeasingleroomfortonight 2 Youhavenoreservation HotelEmployee TheroomisNo 305 31 Serviceduringthestayinthehotel 1 AttheinformationdeskWherecanIsendafax 在什么地方可以发传真 Howcanwegettothetheatreplease HowcanIgettotheentertainmentcenter Goaheadalongtheroadandturnleftatthefirstcrossing I llshowyoutheway Isthereahealthclubinthehotel Where sthecoffeeshop CanIexchangemoneyinthehotel I mlookingforavendingmachine Arethereanyinthehotel Isthereanywherewecanbuysomesouvenirs Isheahotelguest 32 2 IntroducingsomescenicspotsDuFuThatchedCottage杜埔草堂TempleofMarquisWu武侯祠TheFunanRiver府南河TombofWangJian王建墓DujiangyanIrrigationSystem都江堰Mt Qingcheng青城山TheGiantBuddhainLeshan乐山大佛Mt Emei峨眉山JuzhaigouNationalPark九寨沟 33 HaveyoueverbeentoChengdubefore Whynotvisit 为什么不去 参观 MayIsuggestthatyougoandvisit 我可以建议您去参观 ItisoneofthemostfamoustouristattractionsinChengdu 这是成都最著名的旅游热点之一Ifyoucouldaffordthetime dovisittheTianfusquare 您如果有时间 一定要看一下天府广场You llhaveagoodchancetofeastyoureyes 一定会有机会让您一饱眼福TheBellCaptaincangiveyouamapofChengdu 领班可以给您一张成都地图 34 3 寄存行李I dliketocheckmybaggage I dliketocheckmyvaluables Doyouwanttocheckyourvaluablething Isthereanythingvaluableorbreakableinyourbag Howlongwouldyoulikeustokeepit Whenwillyouwantthem Wouldyoutellmetherateperdayfordepositingmybag Pleasesignyournamehere Pleasekeepthenametagsandthereceipt Showthetagsandthereceiptwhenyouclaimyourtrunk 35 4 叫醒服务Doyouhaveawakeupservice Couldyougivemethewakeupservice Ofcourse Atwhattimedoyoulikeustowakeyouup Callmeat6 00Wewillcallyouat6 00tomorrowmorning Wouldyoulikeamorningcall Whatkindofcallwouldyouprefer byphoneorbyknockingatthedoor 您喜欢哪种方式 电话还是敲门 Youcanrestassuredthatwewon tforget 我们不会忘记的 请放心 36 5 失物招领AttheLostandFoundDeskWhatbrandisit 什么牌子 Whatcolorisit 什么颜色 Whatsizeisit 多大型号 Whatstyleisit 什么样式 Whatisitmadeof 用什么做的 Whereandwhendidyoulastseeit 您最后一次见它是在哪里什么时间 What sinsidethebag 在口袋里有什么 Areyousureitisnotinyourroom 您肯定没掉在您房间里 IthasbeensenttotheHousekeepingOffice 已经送到客房部 37 Dealingwiththecomplaints 1 ChangetheroomExcuseme mayIchangemyroom please MayIknowthereason Iamawfullysorry Idoapologize I dliketochangemysingleroomtoasuite I msorry sir Thereisnosuiteavailablenow Wouldyoumindhavingadoubleroominstead I dliketohaveabiggerroom I llcheckwhetherwehaveabigroomvacant Ifthereisanythingmoreyouneed pleaseletusknow 2 AnswerIdoapologizeforallthetrouble 对于一切的比便 我真的很抱歉 IamawfullysorryformycarelessnessIamawfullysorryforthat sir I llseetoittightaway 马上处理 38 Iamsorrytohavecausedyousomuchtrouble butI llmanagetosolvetheproblembeforelong 我很抱歉为您带来不便 但我会很快想办法解决Iunderstandhowyoufeelandwe lltrytodoourbesttohelpyou 我理解您的感受 我们会尽我们最大的努力帮助您Pleasetakeaseatoverthere I llarrangeforyou Don tworr